Complaints

This profile includes complaints for Roto-Rooter's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Roto-Rooter

  2125 Montana Ave Cincinnati, OH 45211-2741

• 

  Roto-Rooter Plumbing & Water Cleanup

  87 Carando Dr Springfield, MA 01104

  
• 

  Roto Rooter

  220 Demeter St East Palo Alto, CA 94303

• 

  Roto-Rooter

  5115 7th Ave Kenosha, WI 53140

• 

  Roto-Rooter Plumbing & Water Cleanup

  1750 S Finley Rd Lombard, IL 60148

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint for my mom-*** ******* against Roto Rooter -Roto Rooter was called to clear 2 drains that were slow draining. A bathroom sink and the main running to the street. Worker cleared the trap in the bathroom didnt find any clog. The started on the main drain. Worker stated no 4" cleanout only a 3" on the house. So he tried to clean a 4" line with a 3" cleaning line and didnt get it clean. There is a 4" cleanout in the front of the house the worker missed. He scheduled crew to come install a cleanout and to reline the main drain when it wasn't needed. I called another plumbing company for a second opinion and they said it did not need done that they have heard of Roto Rooter doing this to other people also. The cost quote to reline the main pipe and install a cleanout - $24,000.00. I would consider this predatory since my mother is 75 yrs old. We would just like the drain cleaned completely like she already paid for but no one is returning phone calls

  Business Response

  Date: 10/02/2023

  Response to complaint for location **** ******* ***** in ****** ****

  The diagnoses given to the homeowner for the issues related to her slow draining plumbing were correct.  They have a 3" cleanout at the window of the crawlspace, that leads to a 4" sewer line.  While that may not seem important, it means that 3" blades must be used to clean roots, blockages, etc from that sewer line.  That leaves 1" of space in the sewer line that the blades cannot reach, and leaves 1" of roots, blockages, etc that will remain in the line after it has been cleaned.  A 4" cleanout is the right solution and would fix that specific issue.  The opinion of the "other company" does not align with ours, and we have the video evidence to support our position.  Calling Roto Rooter predatory is unfounded, and inaccurate.  The drain has been cleaned to the best of our abilities with the incorrectly sized cleanout.  We will not be changing our diagnoses of the issue, or the solution to correct it.  

  Customer Answer

  Date: 10/09/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  There is most defiantly a 4" cleanout on the drain that the technician missed when doing the service. I understand the remarks about the 3" clean out leading to a 4" pipe, but the job was paid for and the service was not completed. I would think a technician would have seen the cleanout seeing that this is the job he does on a daily basis. And again selling a service to install a new cleanout because the tech didnt see the one thats already installed and sell a $24,000 job to reline the main drain to an elderly women when its not needed is not a good business practice. So just to go over what will rectify the situation, we would like Roto Rooter to complete the cleanout on the main drain they charge my mother for. That's it. 

  
  
  Regards,
  
  
  
  **** *******
  
  

  Business Response

  Date: 10/09/2023

  Your opinion on what is and what is not needed is duly noted.  Our technician, a 30+ year employee and drain cleaning professional and our camera footage of the sewer line disagree with that opinion.

  The sewer line was cleaned and had flow restored.  The sewer line was camera inspected and a permanent solution to fix the issues and prevent them from happening again was given to the homeowner.  The homeowner chose to decline the proposed solution, and was left with a flowing sewer drain.  We completed the scope of work we were hired to perform. 

   

   

   

   

  Customer Answer

  Date: 10/12/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Whomever is responding to this complain from Roto Rooter is either getting bad information from the "Young" tech that came to do the work, whom I believe to be under 30 yrs of age or maybe a second person that was onsite that I am unaware of. "Camera man?"

  I will agree the flow of the water in the pipe is working at the moment, but was stated by Roto Rooter that is was not done properly because the tech could not get a 4" cleanout in the pipe. So guess I'm confused on why a company would fight something they know is not completed correctly? I will not go back and forth any longer. If you want to do the right thing and finish the job that was paid for, then please let me know when you would like to do that. If not, I will find another avenue to pursue action. Looks like the 758 complaints in the past 3 yrs on BBB shows a specific trend.
  
  
  Regards,
  
  
  
  **** *******
  
  

  Business Response

  Date: 10/12/2023

  We have provided our response and that position has not and will not change.  We consider the matter closed.  

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  09 11 23ROTO ROOTER WAS CALLED TO STOP A LEAK IN THE FACEBOWEL IN THE BATHROOMPARTS WAS REPLACED BUT THE STOPPER IN THE FACE BOWEL DOES NOT WORK4 CALLS WAS MADE TO THE OFFICE EACH TIME EACH TIME SOMEONE WAS TO COME TO TAKE CARE OF THE PROBLEM 4 TIMES NO CALL NO SHOW.

  Business Response

  Date: 09/20/2023

  I spoke with **** ******* about her concern with the most recent repairs. She explained how the water-stopper in the sink was preventing the water from draining. I apologized for the inconvenience and assured her that I would immediately contact my dispatch team to get someone out there. After talking with **** *******, I contacted Allen at dispatch and briefed him on the situation and asked that he send a technician out to **** ********* location first thing tomorrow morning. I also informed Allen of the Hearing concerns mentioned by **** ******* and that it might take her longer to answer the phone and the door; it will be noted for the assigned technician. 

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I (******** *****, ** ***** ******* **** ******** ** *****, ###-###-####, *************@gmail.com) am submitting this complaint on behalf of my mother (**** * ********) who is computer-illiterate. She contacted Roto-Rooter (RR) (*** ***** ******* **** ******* ** *****) because her tub was draining slowly. On 8/21/23 RR sent Robert T******** (Sales Rep) to her home (*** * ******* **** ******** ** *****), without any prior knowledge or permission. Since there was no water in her basement, he said she did not need him and left. Later Steven L***** arrived, went in the basement and saw there was no water in basement nor the drain. He turned the basement faucet on and let it run to see if he could get the water to back-up. After a few minutes I told him I could see the water in the drain. He told my mother he would need to clean the drain outside and asked if she had an outlet in the front. She asked if he wanted to check her tub, he said it was not necessary. He never gave her a price. I was there 95% of the time. As I left he confirmed that he was almost done. He brought the invoice (***********) in and told her the bill was $979.30. She paid him. I contacted RR on 9/12/23 to inquire what she had been charged for because the bill was outrageous for a simple drain cleaning. I spoke with Heather who called me back with an explanation of the work. I asked for a manager because he lied about the work performed. My mother is an elderly lady and he took advantage of her. This is very unprofessional, unacceptable and unethical. Roto-Rooter owes her a refund. Heather told me that 2 managers were listening to our conversation and she would pass my information on to the General Manager (Chris N****). I spoke to RR on 9/13/23 and 9/14/23 because Chris N**** did not contact me and I was assured that he had been contacted and would be notified again to contact me. To date, Chris N**** received an in-house email and also received a voicemail from me but has yet to contact me.

  Business Response

  Date: 09/21/2023

  The invoice that was signed is between Roto-Rooter and **** ********. Typically, we do not communicate with tenants, family members, etc. in regards to service provided due to the fact they are not included in the agreement.

  In this situation, our call center was contacted at 9:43AM that service was requested for *** ** ******* *** at a scheduled time of 3PM (1 hour window). Due to the fact that there was an issue with a drain, water restoration (Robert) is also dispatched as part of the service call. There was no water mitigation issue so he left. The tech explained the price to clear the mainline and the customer agreed. Once that was completed, he further explained that the toilet and/or tub is where the issue originated from and he could also clear those for an additional charge. Again the customer agreed. There was some pushback about the price from a male that was in the house so the tech agreed to discount the second part of the job 20%. 

  The tech that was out there (Steve) is one of our top guys and the the fact that is integrity is being challenged is an insult. The scope of work was explained and agreed to by the customer and the invoice was paid in full. 

  Customer Answer

  Date: 09/21/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******** *****
  

  Customer Answer

  Date: 09/22/2023

  I reject Roto-Rooter's response because lies are still being told. My question to RR is what were the 3 lines were cleared? I was in the basement with them as Steve check her basment floor drain.

  1) Looking at the invoice it states that:

  a) upon arrival that the floor drain was backed up. Which was not the truth and is the reason Robert left and Steve needed to run water in the sink to see if it would back up. I stood by the drain and told him that I could see water in the drain after he had the water running in the sink for a few minutes. The water did not flow out of the drain.

  b) Also on the invoice it states: the toilet was backing up and something about the shower. The call to RR was never about the toilet or shower. RR did not mention the tub when I initially called them, nor is it mentioned in the invoice. The tub was clean/clear when Steve came. My mother had her plumber come out and he snaked the toilet and suggested that she call RR to clean her outside drain. If Steve had mentioned  the cost, my mother would have told him that her plumber had already done that work. So I am sure that she did not agree again and he did not quote her the price.

  2) Steve did not give her a price to clear/clean the mainline drain, he just told her that is what he needed to do and asked if she had an outlet in the front. She told him it was an outlet outside and where it was located. The only other conversation before he went back outside was when my mother asked if he wanted to see her tub and Steve responded that it was not necessary. If Steve quoted a price both my mother and myself did not hear it so my mother could not agree to something that was quoted.

  3) The first time Steve entered her home (First Floor) was when he brought the invoice in and told her the price, shortly after I left. My mother asked how much it was, he told her and she went and got her check book. She was surprised and yet she paid him. Before I called RR, I called my mother's plumber as well so that he could tell her his expectation.

  4) Even more of an insult, is that RR is saying that that they are insulted that we are lying on Steve. The copy of the invoice that my mother received did not have anything in the payment method area (see attached). If someone later added that information, I can believe that the truth is not being told about other things.

  This case is not closed. The was no wxplanation nor agreement. Everything about this entire situation is suspect and until they are willing to tell the truth about what really happened, it's going to be hard to move forward. 

  Customer Answer

  Date: 10/20/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******** *****

   

  Customer called BBB 10/20/23 and stated all concerns not address and this matter is not resolved. Also provided (via email) written authorization for her to handle this matter on her mother's behalf (attached).

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 16th, 2023 I called Roto-Rooter about a clogged toilet. Roto-Rooter sent out a technician to fix the problem. The problem was more extensive than just a clogged toilet. It appeared that the sewer line was clogged. The technician removed the toilet to gain access to the sewer line. He proceeded to run a snake down the sewer line until he broke his equipment. The technician informed me that he would have to come back the next day with new equipment. On September 17th the technician came back with his new equipment and proceeded to snake the sewer line. After he completed his job he said that we had to wait for a Roto-Rooter camera technician to come and do a video inspection of the sewer line.
  
  The camera technician ran his video equipment down the sewer line and said he found an obstruction 85ft down the sewer line. The camera technician then proceeded to pressure me to have the clogged section of the sewer line replaced for $6000. He pushed and pushed until I explained that that was a big expense and I would need to think on it.
  
  During the whole process of cleaning the sewer line and video inspection of the sewer line the technicians managed to cover one half of the bathroom with black sewer water. They left and did not clean up their mess. After a couple of hours of trying to dry out the carpet in the bathroom (The previous owner of the house had carpeted the bathroom) the smell got so bad that I became ill.
  
  On Monday September 18th, 2023 I called a remediation company (*******) to clean and sanitize the black water mess that Roto-Rooter had left. ******* removed the black water saturated carpet, and saturated baseboards, then cleaned and sanitized the bathroom.
  
  Ideally I would like Roto-Rooter to pay for the remediation costs but I realize that this is probably not possible without going to court. I therefore would like a refund of the money I paid Roto-Rooter. Invoice# ************ in the amount of $626.34

  Business Response

  Date: 09/20/2023

  I have spoken with the customer we are going to issue a refund of the drain cleaning on the job customer is satisfied 

  Customer Answer

  Date: 09/20/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  They are refunding

  me the money paid
  
  
  
  Regards,
  
  
  
  ***** ********
  
  

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rotor Rooter replaced my sewer line in 2015; the fittings were improperly installed, and the line broke. I had a plumber come out and scope the sewer line, and he said the line was installed improperly. The fittings were not properly done. See photos. I paid him $3500 to replace the line. I want a 3,500 reimbursement for the work. When I called the office, they stated that the work was only warranted for five years. That would be fine if it were installed correctly.

  Business Response

  Date: 09/19/2023

  Spoke to the customer and reviewed the pictures. The Roto-Rooter warranty was for 5 years, 8 years ago, which is now out of warranty. After reviewing the pictures, the pictures do not indicate it had anything to do with the repair and/or labor charged for Roto-Rooter Services in 2015.

  Customer Answer

  Date: 09/21/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. According to my licsensed pumber the instalation was done incorrectly. Additionally the project was not a repair it was a sewer line replacement which rotor rooter has a ten year warrenty on parts. I would request to see a written copy of the Rotor Rooter Warranty and for them to reimburse me a patial payment for the incorrectly installed project.  
  
  
  Regards,
  
  
  
  ***** *********
  

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document

  Business Response

  Date: 09/25/2023

  We spoke with Mr. ********* agreed to refund the cost of services due to the inconvenience he faced. He was satisfied with this resolution.

  Business Response

  Date: 09/30/2023

  Roto Rooter processed a refund for Mr. ******** on 9/19. Issuing a refund check could take up to 2 weeks. We anticipate that *** ******** should receive his refund check in the next 7 days. 

  Customer Answer

  Date: 10/03/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 

  Per email from the customer:

  
  ******* ********
  10:12 AM (8 minutes ago)
  BBB
  
  Just got check.  Thanks for all the help.
  

  
  

  
  
  
  
  Regards,
  
  
  
  ******* ********
  
  

• Initial Complaint

  Date:09/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called for a leaking pipe. They asked for my homeowners insurance information and told me I was covered. I never knew I could use my homeowners policy. When they seen the coverage amounts they filed a claim on my behalf. I was told I would be charged $500 up front for water cleanup and diagnosing. I paid the money, they clean my basement and diagnosed the problem. No work was performed on the pipe. I get a bill for 16,000 and they expect me to pay them for services I didn’t receive. I paid for the water clean up. I had a different company complete the actual job. They were trying to get money from my insurance. It was wrong and I feel scammed and defrauded.

  Business Response

  Date: 09/18/2023

  Branch is working with the insurance carrier to settle the claim for mitigation. The $500 paid is in reference to the deductible, which the customer was responsible for. 

• Initial Complaint

  Date:09/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contracted Roto Rooter in June of this year to fix a broken pipe under our foundation. The plumber initially came to detect the leak which was done very quickly as we could tell water was coming up from the base of the pipe upon removal of the wood paneling. Initially the plumber was going to go into the foundation to fix the broken pipe to rerun the line but it was decided to be more cost effective to run it through the wall. In addition, we would have had to have had asbestos mitigation done if that route was taken. The plumbing was completed in a few hours and then we contracted water mitigation with Roto Rooter the same day. The plumber presented me with an invoice the day the plumbing was completed and informed me the balance of $11, 170.75 was due that day. I was also reassured by the plumber that insurance would handle the majority of the bill. In this invoice, there was a charge of $6012 for leak detection and $4509 for plumbing. When water mitigation was complete, our insurance adjuster came to our home. At that time, he had a copy of the invoice from Roto Rooter. A few days after, he received a detailed summary of the water mitigation work in the amount of $6079.52. He let us know that the water mitigation team at Safeco approved the charges and since he said we had already paid for the water mitigation charges, the payment would be sent to us. About a month ago, I received an email from Roto Rooter informing me that I still owed them the amount of $6079.52 for water mitigation work. For over a month I have been requesting a detailed summary of the first invoice. On September 6, the plumber wrote a new invoice which detailed leak detection at a charge of $2505 and then added $3507 to the plumbing which essentially doubled the amount of plumbing in the first bill. I have contacted the company at length and they offered me a $750 deduction of the water mitigation work. If I had known about their billing practices, we would not have hired them.

  Business Response

  Date: 09/15/2023

  Our plumbing and water departments do not incorporate their bills together we did 2 separate jobs and are due both we would be willing to discount the water mitigation work by 1000.00 

  Customer Answer

  Date: 09/25/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Again-  I received the following invoice the day work was done with a line item of $6000 for leak detection and a line item of $4000 for plumbing.  I was told by the plumber I had to pay it in full day of.  I am asking again as I have been for the past month and a half  for an itemized invoice for this amount if it is not for water mitigation.  

  
  
  Regards,
  
  
  
  ****** ******
  
  

  Business Response

  Date: 10/10/2023

  Itemized invoice attached. We hope the customer finds this helpful. 

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The work done was overcharged and mischaracterized. The cleanout was not necessary for my house as the house was just purchased and passed two inspections, including a ** mortgage inspection. Roto-Rooter refused to provide material and labor cost breakdown. The toilets they installed are the cheapest type, the flanges are about 1.5 inches deep into the ground, the cement is about 2 inches around the flanges. The cleanout is about 2 feet PVC pipe that is about 1.5 feet deep in a soft, garden soil. I am a fully disabled veteran and had to open up a credit card with a bank associated with Roto-Rooter to finance the work I thought would be much more involved. I will be able to pay minimum payment and the total cost with interest will double. Once Roto-Rooter charged the full amount on the card, they got paid and refuse to provide a cost breakdown for the invoice. The corporate franchise office was contacted but they are not helpful and stopped responding.

  Business Response

  Date: 09/12/2023

  I have called the number to this complaint for 4 days consecutive with no answer.  There is a voicemail that picks up; however the mailbox is full so I cannot leave a message.  I have also sent an email to the customer to contact Roto-Rooter at the local office.

  Customer Answer

  Date: 09/12/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below:

  I have been in contact with Roto Rooter and I have requested several times that Roto Rooter provide a breakdown of the cost of labor and material for their invoice for $8,000 in writing. They charged my card for $8,029.00. Once again, I have been in contact with Roto Rooter but they refuse to provide the breakdown. Instead someone else at their office makes calls and when the calls are returned the calls go to the voice mail. I do not need them to call; I demand that they provide the cost breakdown for the labor and materials in writing and communicate with me in writing due to my disability. Making calls is yet another excuse and a tactic to avoid providing the cost breakdown. 

  
  
  Regards,
  
  
  
  ******* **********
  
  

  Business Response

  Date: 09/14/2023

  I spoke with *** ****** and sent her email with breakdown to her request. She thanked me for calling and answering the few other questions she had.

  Customer Answer

  Date: 09/23/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  While Roto-Rooter provided a cost breakdown for the invoice, the breakdown further shows fraudulent and predatory practices of the company. Roto-Rooter in bad faith did not disclose at any time, including on the invoice, that they charge a fee of $4,600 for access to the toilets. Mr. H********** stated that it is the company's practice to charge such a high fee regardless if they are breaking even a half-of-an inch of concrete. This amounts to a flat fee that Roto-Rooter in bad faith concealed and in bad faith induced signing of the proposal and invoice. Roto-Rooter concealed that the company charges for the wait time. The work performed did not take 24 hours, as the plumbers on the job were just hanging around and waiting for the concrete to dry, which is exactly the time indicated on the proposal - "concrete will need a day to dry." They actual time they performed the work was approx. 7 hrs. If Roto-Rooter charges per hour, the charges should have been disclosed on the proposal or orally and instead they listed $0 on the invoice. Moreover, Roto-Rooter installed second, unnecessary clean out as it appears that there is a clean out pipe in the driveway, which will be confirmed with another plumber. The clean out they installed is located next to my entrance door, which will cause any odor to enter the house if there is a waste overflow because it is installed too close and next to the windows. Further, Roto-Rooter created a hazardous tripping condition when they removed the tiles next to the toilets and since I have metal rods in one of my knees I can become permanently immobilized in one leg if I trip or slip in the bathroom after I take shower. It was not necessary to do the work for both bathrooms in the house, leaving me with tripping and slipping hazard, instead of installing hand bars or putting temporary tiles around at least one toilet as I asked. Additionally, Roto-Rooter claims they applied a military discount to charge $8,000 but would have otherwise charged me even more -- $9,647.76 if I used my insurance! They claim I refused to use the insurance but the insurance covers only emergency work and clean up up to $1,500 but there was no emergency work done here! It is clear that Roto-Rooter's cost-material breakdown was doctored to fit the invoice they provided. They got the job because they used fraud and deceptive practices and concealed the true nature of the work that most likely was not needed to be done, especially that the house just past 2 VA inspections. The governmental agencies should read this complaint and investigate the company as there are over 758 complains filed in just 3 years on the BBB website about this particular company. Based on their record, it is clear Roto-Rooter targets elderly, disabled and other vulnerable members of the society with their predatory practices and overbilling.  Their plumbing license should be revoked!

   

  Cost/Material Breakdown from Roto-Rooter:

  "Per signed proposal and invoice from *** ********** work included:
  
  This project consists on installation of two toilet flanges inside concrete with a two way cleanout installation; Installation of two new toilets for Roto Rooter to pick up and install. This solution will fix the broken flanges and use correct bolts for toilet.  Concrete will need a day to dry before reset of the toilet.  Schedule 40PVC will be used to complete this project.  The work performed will be with 1 year warranty.  Roto Rooter will not be responsible for flooring.  Roto Rooter will put concrete back.
  
  Break up to access/egress to remove toilet flange/concrete = $4600
  Labor = $3290  24 hrs
  Parts Piping/couplings/toilets/concrete/ = $1757.76
  
  Total price should have been $9647.76 but due to customer not going through his insurance, military discount was given to flat price of $8,000."

   

  Regards,
  
  
  
  ******* **********
  
  

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is a complete scam avoid at all costs. After a small water restoration job, Roto-Rooter tried to bill my insurance despite me saying that it would be out of pocket. When I saw what they were trying to bill, I noticed that there were fraudulent charges for work that was never completed (or even mentioned), the area they said they worked on was more than double the size of the room they even worked on, and the equipment charge list was longer than the equipment put in their own proof of work pictures. The accounts department acknowledged this and said they would send me a revised invoice, which never came. Instead, a month later, I received an email and letter that my account was at risk of going to corrections for the full fraudulent amount. I spoke with them once again on the phone and via email and they said they would send a corrected invoice. Now, a month later, I received a letter that the full amount is being sent to collections and my calls, messages, and emails to the company for the past two weeks have been ignored.
  
  The issues started before the collections department failed to do their job as well. They also say there’s a required asbestos test for a “minimal standard rate fee."
  
  Roto-Rooter’s Denver water restoration leader is Scott H******r. The higher-than-market-price asbestos test was done by Abigail H*******. The lead test, which no one came out for (he claims Abigail took samples while taking asbestos samples), was certified as done by Val H*******.
  
  Scott sent me the certifications for the lead test and asbestos test. As mentioned, Val never came out to the property to do a led test, though the certification says the inspection was performed by Val H******* and lists his EPA certificate number.

  Business Response

  Date: 09/17/2023

  We adjusted his bill