Business Profile

Plumber

Roto-Rooter

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Pattern of Complaints

Complaints

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

Customer Complaints Summary

791 total complaints in the last 3 years.
263 complaints closed in the last 12 months.

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Submit a Complaint

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:08/30/2023
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.
Late May 2023 or first week of June 2023 this company was paid 13k to repair water and seer lines on my house as water was backing up into the yard and tub. We are about to 100 days out and I have water backing into my yard again! Roto Rooter wants to charge me more money to fix it even though it’s the SAME ISSUE! It took 2 days of calls to get a tech out, the tech I stated he found a problem but since I didn’t want to pay more outside of the warranty there is no problem. When I got home and saw that there was more water than before I called this same tech back and he stated the pipes they put in were wrong and to get it fixed I have to pay for it. Why do I have to pay again for work they did incorrectly is what I’ve asked and could get no straight answer. I’ve been calling this place for the last 3 days no manager has called back as requested or stated. Roto Rooter is running me around in circles to avoid honoring the warranty and repair the lines. I’ve been told 2 days ina row a complaint was filed and management will be calling. That’s not happened either
Business Response
Date: 08/30/2023
Customer thought it was from our original work but we performed our repair on the sewer line. The damage currently to the main water line. We camera'd the line and showed the customer that our work was done correctly. She understood and we gave a proposal to fix the waterline.
Customer Answer
Date: 09/13/2023
In May 2023 Roto Rooter was paid to pipe water lines. The pipes under my sink were improperly done, water has been leaking they came out and did the repair last night. Called me this morning to access the water damage then called me to let me know that yes their faulty work has damages my new cabinets. Instead of taking ownership SINCE THE INCORRECT PIPE WORK IS THE BLAME OF THE CABINETS BEING DAMAGES, I was told Roto Rooter will make a claim with my insurance company for me. No I am not taking a knock on my policy for something THAT IS THEIR FAULT! When I stated to the lady that no I will not file a claim and Roto Rooter should be paying for this, she giggled and said well no Roto Rooter wont be doing that! THEY SHOULD! THIS TIME AROUND IF I HAVE TO HIRE AN ATTORNEY AND TAKE THEM TO COURT I WILL! This was the WORST EXPERIENCE EVER DEALING WITH THIS COMPANY FOR 13K all I got was some bad work and destruction of my newly renovated kitchen cabinets!
Business Response
Date: 09/13/2023
Business
Most Recent Message
Date Sent: 9/13/2023 2:43:48 PM
This is the same customer as the following (********) and has been addressed. Please remove…Thanks!
Customer Answer
Date: 09/13/2023
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,

****** ******

This business has not contacted me and this matter is not resolved.
Customer Answer
Date: 09/13/2023
Hello

This is not true! This is not the same complaint as before I HAVE WATER DANAGE AT NY HOUSE DO TO THEIR FAULTY WORK! THEY HAVE NOT BEEN IN TOUCH WITH ME NOR HAS THIS ISSUE BEEN RESOLVED! Please do not close.
Customer Answer
Date: 09/19/2023
9/13/23

In May 2023 Roto Rooter was paid to pipe water lines. The pipes under my sink were improperly done, water has been leaking they came out and did the repair last night. Called me this morning to access the water damage then called me to let me know that yes their faulty work has damages my new cabinets. Instead of taking ownership SINCE THE INCORRECT PIPE WORK IS THE BLAME OF THE CABINETS BEING DAMAGES, I was told Roto Rooter will make a claim with my insurance company for me. No I am not taking a knock on my policy for something THAT IS THEIR FAULT! When I stated to the lady that no I will not file a claim and Roto Rooter should be paying for this, she giggled and said well no Roto Rooter wont be doing that! THEY SHOULD! THIS TIME AROUND IF I HAVE TO HIRE AN ATTORNEY AND TAKE THEM TO COURT I WILL! This was the WORST EXPERIENCE EVER DEALING WITH THIS COMPANY FOR 13K all I got was some bad work and destruction of my newly renovated kitchen cabinets!

Again my August 30th complaint is ENTIRELY DIFFERENT FROM MY 9/12/23 COMPLAINT. My current complaint is in fact true and legit! The pipes under the sink were improperly installed and I now have water damage to my cabinets. A ROTO ROOTER REP CAME TO MY HOME AND CONFIRMED THIS DAMAGE AND ACKNOWLEDGED IT WAS DUE TO THE PIPE LEAK THAT THEY ALLEGEDLY REPAIRED! They actually replied my under kitchen sink pipes! This was covered under the warranty for repair last night and like I said today ROTO TOOTER CAME OUT AND ASSESSED AND ACKNOWLEDGED THE DAMAGE THEMSELVES!!!!! Then wanted my to contact my insurance to pay for something they are at fault in! THATS UNETHICAL ITS ACTUALLY FRAUD THEY WERE SUGGESTING FOR ME TO DO RATHER THAN THEY TAKE RESPONSIBILITY AND PAY!

I’m not sure if it’s the same contract but I do have another document that I can’t locate. What I do have is screen shots of the service call for last night when the guy came to fix the leak. A screen shot of the phone number the lady who assessed the damages was calling from and if it comes down to it my *** cameras captured the repair guy last night as well as the lady who came out today and suggested that I commit fraud. I actually just called them and asked they send a copy of the kitchen contract the one I have here my daughter put it away and I don’t know where it is right now but wanted to send what I could today. Please see screen shots attached.
Business Response
Date: 09/19/2023
Date Sent: 9/16/2023 1:16:52 PM
called customer phone went to voicemail
Customer Answer
Date: 09/19/2023
Good Afternoon,

NO this has not been resolved. Josh from Roto Rooter came to my home today to AGAIN LOOK AT THE DAMAGES! THey have offered no repair as of yet.
They are not even making the bare minimum attempt to fix this issue yet they keep emailing you all saying the issue is resolved. They are dishonest in every way!

Thanks
Business Response
Date: 09/19/2023
we are in communication with customer to resolve issue Just visted site 9/18/23 between 12-1pm
Business Response
Date: 09/21/2023
We have met with the customer and we are currently waiting for them to provide a value estimation for the requested repair.
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. While yes they are awaiting me to send them an estimate I fear that closing this complaint before they actually pay the invoice or have repairs did, Roto Rooter will ignore me as they have did in the past and will not pay for these damages. I am asking/begging you all to please not close my complaint until this is fully satisfied. Again they are quickly trying to get you to close my complaint before it’s actually resolved leads me to believe if you close it they will not pay and I will never get a call or email back from them. Their actions have proved them to be a dishonest company. Thanks

Regards,

****** ******
Customer Answer
Date: 10/18/2023
Hi,

I’m updating you all on the status. I got 2 estimates last week and have turned in both to Roto Rooter via email and text message. No one has responded. Josh has stopped responding to my emails.

Will you please ask them for a status update?

Thanks,
****** ******
Business Response
Date: 10/27/2023
Our Department Manager sent an email this morning, 10/27/23, letting the customer know that the check to reimburse them was in the mail today, on its way to our office. As soon as we receive it, we will arrange to deliver it to the customer. We expect to have it early next week.
Customer Answer
Date: 10/27/2023
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 stated the check came to their office today. Josh has stated he will drove the check to my house. I think that will be early next week. If they do not deliver I would write you back informing you. But I do believe them when they say the will fully resolve by next week. Thank you for your help.

Regards,

****** ******
Customer Answer
Date: 11/14/2023
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,

****** ******
Problem:
I I previously filed a complaint against this company as they were attempting to make me file a claim with my insurance for damages they caused! The previous complaint number is ********. To sum it up, they told you (BBB) they would be paying me for damages and kept in constant contact and followed up as long as the BBB was involved, they quickly notified the BBB that this was resolved and they were bringing me a check. The check the brought to me was incorrect they still are using someone else's last name, although I have confirmed my name with them several times, pointing out that 1 form of payment was used with my own personal credit card and not my sisters! I have also confirmed my name with the BBB as Roto Rooter made whatever accusation. In short I have been waiting since 10/31 for the correction of the check to be made payable to me as well as provide a correct and legal release (the release they wanted me to sign was from Geico and listed something about me waiving my rights to my vehicle! This claim is for water pipes and had nothing to do with a car. As I stated I have been waiting 2 weeks only to be told they want to verify my name again and to send them a copy of my driver license. My complaint is now that BBB closed the file once again Roto Rooter is attempting to avoid me and pay for the damages they caused! I spoke not only to Josh and the BBB correcting my name, but some gentleman from the corporate office called me and I reconfirmed my name with them. Again they are now trying to avoid me and avoid paying now that the BBB closed the file. Will you please reopen and help me with this issue with Roto Rooter? Thanks

Desired Resolution:
Refund

Business Response
Date: 11/14/2023
The information provided to us by the customer was incorrect. The name on her DL does not match the name given to us for service or that she signed all of our documents under. The check was issued with the wrong information and must be re-issued with the correct information. A new check request has been submitted with the correct information, a new check will be cut and sent to the branch again and delivered to the customer when it is received at our office.
Customer Answer
Date: 11/15/2023
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 use one of my own personal credit cards to pay a portion of one of the invoices TELL THEM TO SHOW YOU THE INVOICE FOR A LITTLE OVER $900 FORM OF PAYMENT. I Have provided my name several times to Roto Rooter and also verified my name with a representative from the BBB. I have also spoken with several other people from corporate and once again confirmed my name! For some reason the technicians decided to rename me with my sisters last name on their own! Again they have had my real name on several occasions now. They are simply back to playing games since this complaint was closed by the BBB. If they weren’t playing games why did it take me to contact them after 2 weeks of waiting and this was the excuse? Why didn’t they contact me when they came to this conclusion?

Regards,

****** ******
Business Response
Date: 11/27/2023
spoke with customer setting up meeting tomorrow to drop off check for damages
Customer Answer
Date: 11/28/2023
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 am still awaiting a call back and check delivery. They only have contacted me AFTER I vontact your company. Please do not close! The last time they thought this was closed the same game was played no response. Thank you

Regards,

****** ******
Customer Answer
Date: 12/11/2023
Yes, issue is resolved. I thank you very much for your help.

Happy Holidays,
******
Initial Complaint
Date:08/29/2023
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.
Entered by BBB staff LO
Consumer purchased a water heater in 6/7/2023 for $2300.00. Everything was working but then there was no hot water because of water damage. The consumer called the business and they sent someone out. The hot water tank would not start so the technician contacted the business and was told to put a fan on in front of the unit. The consumer did this and left the fanon for 18 hours. There was no more water on the base of the unit but it still was not working. He contacted the business again and they said they would send someone to check it again. The person they sent stated he was not authorized to work on the unit but he could send someone else. The consumer called the business and was then told he would have to purchase a new unit.
Business Response
Date: 08/30/2023
Spoke to customer his issue is resolved and needs no further action.
Initial Complaint
Date:08/28/2023
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.
On July 1, 2023, we called RotoRooter as our kitchen sink had clogged (luckily no water had spilled anywhere). They came out and sent a camera through our pipes and told us we needed to fix a problem in our main sewer pipe and could schedule us for July 3, 2023. On July 3, 2023, RotoRooter came and performed an excavation of our foyer area and replaced a “bad” portion of pipe. At the time of service I paid $6300 in full as requested in their invoice. After payment and services, RotoRooter explained that we needed to do black water mitigation “for insurance purposes”. Although this seemed odd as there was no water spillage at any time before or during our service, I am a new homeowner and trusted our contact, Dennis G*******, who told me this was what was needed for us to be able to submit a claim to insurance. Now, 8 weeks and a denied insurance claim later, RotoRooter has sent me an overdue bill for $9,506.73 for “Black Water Restoration”. Since receiving this bill, I have tried to call Dennis G******** Jessica S*****, and literally every single number at my RotoRooter office (between 2:30pm-5pm Monday, regular business hours) with only a response from an admin who explained that yes, I have an overdue bill for $9,506.73. I believe I’ve been taken advantage of as a new homeowner and am now being billed for services that I didn’t need, but was talked into “because of insurance purposes”. I feel like I’ve been lied to and scammed so RotoRooter could try to get an insurance claim. And now no one will even answer the phone to help me. At no point in my interactions did I agree to pay for over $9500 worth of work after I had already agreed to the original $6300. I will never use RotoRooter’s service again. I hope they’re not scamming more people as they did to me - because this is not acceptable. I am not asking for the money I already paid back, but just that I don’t have to pay $9506.73 toward a bill that is for work made up for “insurance purposes”.
Business Response
Date: 08/29/2023
Our claims department is working diligently to help the customer with overturning the claims status. The carrier had advised our company that per the carrier's on-site inspection, there had not appeared to be any water damage and today we were informed that the carrier has not performed an onsite inspection per the customer. The customer was not pleased that she has not been able to reach us, and in turn have given them direct lines to contact multiple supervisors if needed. The customer's concerns have been addressed and our company will ensure that she has the best customer service experience moving forward.
Business Response
Date: 09/14/2023
The claims team understands that there is ongoing communication with the carrier regarding settling the claim. Per the signed agreement, payment is due within 60 days once mitigation is completed. We ask for our mutual client to assist with communications with the carrier in order to help expedite the claims process.
Customer Answer
Date: 09/19/2023
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.
I (and my mom) have been facilitating correspondence between RotoRooter and State Farm for over two months now. Unfortunately both companies have been very difficult to get responses from and therefore getting the companies to talk to each other has been near impossible.
I will accept a response when this is settled and I no longer have to correspond with RotoRooter.

Regards,

***** ******
Initial Complaint
Date:08/24/2023
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.
In June, Colorado had major rain and my basement was one that flooded. I hired Roto rooter for mitigation, where they manipulated me into signing a contracts and Other documents assuring me my insurance was gonna cover it. Contract has a clause about paying the full amount or else they will put interest on the amount. They also told me they work with the insurance and that I don’t have to worry about it. Come to find out they didn’t send me papers that we’re supposed to be sent to me at the start and I got them a month later. My insurance didn’t cover it so I emailed where we go from there because I couldn’t pay almost $14000 in full. I asked if there was monthly payments I could do and they said no and made me apply for a credit card for them. I messed up the link and couldn’t get back in to apply for it. I ended up emailing them for another month with no answer. When they finally answered they wanted to send me a threatening email saying it was overdue (their lack of responding to my emails) and that they were gonna start charging me interest. My daughter went down to look at their work and there was still drywall in areas, carpet, uneven cuts to my drywall, they damaged my couch, dresser , and a closet system I had. They told me I didn’t have to move anything and they would move it. They also told me the work was down and all the carpet was out which was a lie. So I have contacted them about the damages and they ask for the invoice number. I gave it to them and no response. Every time I email them now they keep talking about payment and the credit card I didn’t get approved for even though I have talked to them about it. They keep giving me peoples numbers and emails to contact about the damages they did and they don’t want to answer. I told them I had $10000 of the $13800 but they don’t want to answer about the damages and their unfinished work. Had I known it was gonna be this hard to get any help from their company about issues I would have never hired them.
Business Response
Date: 08/25/2023
Water restoration manager going out on Tuesday
Initial Complaint
Date:08/24/2023
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 contacted Roto Rooter on May 30th 2023 due to a leaking toilet in my home to request power rodding. Cost $900. Ticket ******** Branch ***
They indicated I did not need power rodding a cracked piped needed to be excavated for $6,965.00 to eliminate water back up and rodding, The pipe excavation did not resolve the water leak I still had the same problem on 5/31. I refused to sign the work was completed as instructed by **** *******, he said he would send some one out to fix the problem. Brad and a plumber returned on 5/31 and the plumber power rodded the toilet the water leak was resolved.
I was told that prior to the pipe excavation on 5/30; they believed the toilet was previously rodded by Matthew with Roto Rooter on May 30th and they learned it was not rodded on 5/31/. I questioned the billing for the pipe excavation 6,995. and was instructed to contact **** ******* regarding the issue of the pipe excavation not resolving the water leak; however, the power rodding remedy the issue. I spoke with Mr. B****** on 6/2/ he stated he would send me another detailed bill for the power rodding only on that date via email
I did not receive a bill. I received an email on 6/27/ stating the pipe excavation occurred on that date and it did not, the work was done on 5/31/
I received a bill on 8/14/ indicating the transaction took place on 7/24.
I sent a dispute email, they responded the charges would stand the pipe excavation which I signed a contract for was done to be in compliance with the Health Department Regulations for clean water. Despite my request for services to stop a leaking toilet. The pipe excavation did not remedy this issue as the signed contact indicated it would. Billing Contradictions as well.
I did not have a problem with my drinking water and Roto Rooter did not have evidence of any issue. I requested emergency service for a toilet leaking. I could not cancel the contract for excavation after the work was completed.
Business Response
Date: 09/01/2023
*** ******* contacted Roto-Rooter 5/30/2023 regarding no
sanitary flow for the property resulting in the toilet leaking from the base. *It
is important to understand, for a toilet to leak at the base, the pipe it
drains into must be full to capacity with nowhere for the sewage to flow out and
instead backs up/leaks at the seam/base of the toilet.

*It is important to also understand the flow of sewage. For
sewage to drain from any property, the main sewer line must be clear and open
to allow the sewage to reach the city sewer/septic tank to empty into. A branch
line (A) drains into a stack. A stack (B) drains into the main sewer line. The
main sewer line (C) drains into the city sewer (D) or septic tank (D). If the
main sewer line does not have sanitary flow, the stack that drains into it also
does not have sanitary flow. If the stack does not have sanitary flow, the
branch pipe that drains into also does not have sanitary flow. To put very
simply, on a path from A to D, A & B cannot reach D if C is broken. That is
undisputable.

Upon arrival Roto-Rooter technician attempted to rod to
restore sanitary flow. Unfortunately, rodding was not able to resolve the
issue. Roto-Rooter did not charge for this failed attempt. Instead, Roto-Rooter
provided *** ******* a camera service as a courtesy, at no cost, to help identify
the cause of the issue in order to restore sanitary flow for her residence. *It
is important to note here, the ******** Department of Public Health (where
Roto-Rooter receives it’s licensing) requires all properties set for human
habitation to have sanitary flow.* All
camera services provided by Roto-Rooter have a monitor for real time viewing by
the customer. Per the Video Inspection Form, signed by *** *******, pg 3 of the
attached contract(s), she was able to view, and acknowledged viewing, her main sewer
line was broken/collapsed.

*** ******* was leaking sewage from the base of her toilet.
This is a direct result of a collapsed main sewer line. If her property’s main
sewer cannot empty into the city sewer/septic tank, the sewage holds in the
main and backs up into the pipe(s) above. Her toilet is a branch line. That
branch line connects into the stack. That stack cannot empty into her main
sewer line because her main is full of sewage due to being collapsed/broken and
unable to empty into the city sewer/septic tank. The sewage for her property
cannot drain at all until the collapsed main line is replaced allowing the sewage
to empty into the city/septic. As the sewage holds in these pipes, blockages
form from the debris (feces, toilet paper, etc) just sitting in the pipe. For
these reasons Roto-Rooter recommended repairing/replacing the collapsed section
of the main sewer line for the property to allow the sewage to drain from the
home.

Upon completion of the main sewer line repair, a blockage was
still present in the stack from the debris (feces and toilet paper) holding in
the pipe prior to repair. Roto-Rooter returned to rod the stack at no cost. Because
the main sewer line was now free from defect, i.e. not collapsed and able to
empty into the city sewer, rodding was able to restore sanitary flow for the
stack, i.e. the sewage in the stack was finally able to drain into the main
sewer line and then empty into the city sewer/septic tank.

*** ******* has been explained this on multiple occasions,
from multiple different Roto-Rooter professionals. Unfortunately, *** ******* still
chooses to believe that repairing a collapsed main line was unnecessary and rodding
her stack would have corrected the blockage despite understanding her stack has
no where to drain into because her main sewer line was collapsed and rodding
was not successful in the original attempt due to that condition. She is under
this belief because rodding removed the blockage in her stack after the collapse
was repaired. In the multiple discussions with *** ******* when provided the simple
explanation above, “on a path from A to D, A & B cannot reach D if C is
broken”, she refuses to hear it and again states, “rodding worked after so it
would have worked before” which just is not the case.

Per the attached contracts for service, pg 1 of the
attached, Roto-Rooter advised repairing the collapsed section of main sewer
line would eliminate reoccurring backups and regular rodding efforts. In the
multiple conversation with *** ******* she acknowledges since the main line was
repaired and the stack was rodded to remove the formed blockage, no backup has occurred
and no rodding has been needed. This further confirms the validity of the recommendation
and service provided by Roto-Rooter.

Despite *** ******* knowing her main sewer line was collapsed
and numerous explanations have been provided as to why the main sewer line directly
impacts drainage to the stack and her property is now free from blockages,
backups, and regular rodding efforts as proposed, *** ******* advised Roto-Rooter
if a price adjustment is not given, she will report to every consumer agency
until granted. It is Roto-Rooter’s belief based on the communication Ms.
******* is attempting to utilize consumer reporting agencies fraudulently to facilitate
not paying for services rendered despite their accuracy.

To confirm, in order for *** ******* to have sanitary flow,
her collapsed main sewer line needed to be repaired. Due to this collapse,
sewage/debris (feces, toilet paper, etc) held in the pipes allowing blockages
to form. Once the collapsed main sewer line was repaired, the formed blockage
was able to be rodded out. Since this repair and rodding, *** ******* has had
no backup reoccur and has had no need for rodding services. This confirms the
repairs proposed and performed by Roto-Rooter were accurate and necessary. For
these reasons Roto-Rooter will not offer a price adjustment and considers this complaint
addressed.
Customer Answer
Date: 09/07/2023
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,

****** *******
Kristina M** has responded that I am fraudulently trying to facilitate not paying for services rendered despite their alleged accuracy.
The Inaccurate information from Roto Rooter staff and several discrepancies justifies my complaint as valid.

1. Kristina M** implying 05-30-2023 power rodding was completed by their technician. "Upon arrival Roto-Rooter technician attempted to rod to restore sanitary flow. Unfortunately, rodding was not able to resolve the issue. Roto-Rooter did not charge for this failed attempt."

2. Email notification from Roto Rooter indicating "Thank you for letting Roto-Rooter take care of your recent excavation on Tuesday, June 27, 2023. We hope everything's running smoothly and we look forward to assisting you in the future".

3. A credit card bill/statement indicating the transaction was completed on 07/24/2023 by Roto-Rooter.

4. Roto Rooter should release recorded telephone conversations between myself with **** ******* and Kristina M**.

I am not in agreement with Roto-Rooter's false response, they alleged upon the technicians' arrival he attempted to rod and restore sanitary flow on 05/30/2023. The technician (Matthew) did not attempt to rod my home on 05/30/2023; there was no failed attempt to rod by home on that date. I did not receive a free power rodding on 5/30/23 nor was there a failure attempt on this date. Kristina M**, **** *******, Brad W**** and both plumbers are all aware that the power rod was not done initially on 05/30/23 prior to the pipe excavation. The power rod was done on 05/31/23 after the pipe excavation failed.

Why would Roto-Rooter not charge me or provide any documentation that a power rod was even completed on 05/30/23 if it was free within the excavation proposal. The explanation provided by Kristina M** is a cover up. As I explained to her several times the power rod occurred after and the pipe excavation not before. This information (power rodding) would have clearly been documented in the proposal completed on 05/30/23. That statement was a blatant lie to justify their response and failure to complete the power rod on 05/30/23 as I initially requested.

When the technician/plumber arrived at my home he was with a trainee and then his supervisor came all 3 individuals left my residence and the power rod was not completed on 05/30/23. Brad W**** came later that evening and scheduled the pipe excavation and went over the contract information. The pipe excavation indicated

When does Roto-Rooter give free power rod as an initial service and not provide any documentation a power rod was completed. The power rod I received on 05/31/2023 was successful; after the pipe excavation failed. I requested documentation for the completion of the power rod on 05/31/23 and I was told to contact **** ******* when the power rod was done on the evening of 05/30/23 to restore plumbing after the pipe excavation failed. I never signed for the completion of the pipe excavation on the afternoon of 05/31/23 because it didn’t work.

I wanted paperwork and to sign for both the power rod and the pipe excavation was completed on 05/31/23 when my plumbing worked. The power rodding worked the 1st and only time on the evening of 05/31/2023 the pipe excavation was done the morning on 05/31/2023. Roto-Rooter is intentionally not acknowledging why a plumber returned to my home on 05/31/2023 when the pipe excavation was done. I spoke with **** ******* on 06/2/23 I attempted to reach him on 6/1/23 regarding the work. **** ******* said he would email be on 6/2/23 for the power rod.

I initially requested power rodding services; I was told the power rodding would be $900 plus the cost of wax rings by the technician Matthew on 05/30/2023. Matthew assessed my sump pump didn’t find a problem; attempted to find the main line on my property; found the clean out pipe which had the cracked pipe. At this time Matthew stated my home did not need to rodded; the crack had to be replaced; he said I would have to be approved for credit before he could schedule the pipe excavation. However, the response stated the power rod was done upon the technicians arrival. Upon the credit approval, Matthew took a picture of the text I received for the financing, and he called to set up the appointment for someone to come to my home that evening to go over the pipe excavation scheduling and price. The only service provided by the initial technician Matthew/plumber was the assessment/estimate of work to be completed. There was no power rodding free or at cost on this date. Matthew did not provide me with any paperwork or email verification on 05/30/2023 indicating any service he provided. He did an assessment and a referral for pipe excavation; which I was told an estimate would be done at no cost.

Matthew/technician never touched my toilet that was leaking on his visit on 05/30/23. I expressed this information to Brad W**** on 05/31/2023 when Brad W**** returned to my home. He told me Matthew was supposed to have rodded by home on 05/30/23 before the pipe excavation was requested. He said he spoke with Matthew after I called and text to say I still had the leaking toilet after the pipe excavation and Matthew related he did not rodd my home on 05/30/2023. Roto-Rooter is purposely lying regarding when the power rodding occurred and why the pipe excavation was necessary. Matthew was not at my residence in enough time to complete a power rod, he did not do any physical work.

The reason why I started the inquiry/complaint is because the pipe excavation salesman and the 2nd plumber on / Rooter staff told me my home should have been rodded first before the power rodding; it was not. Now that I have made the complaint, they are saying the house was power rodded on 05/30/23 and to make it worse they said it was done free. If my home had been rodded on 05/30/23 upon the technician initial arrival, I would not be filing a complaint. My complaint started with Roto Rooter believe after the 2nd plumber and Brad W**** related Matthew failed to power rodd my home the supervisor **** ******* would adjust the price and address the issue. **** ******* expressed he would send a detailed bill for the power rodding done on 05/31/2023 and I would not be charged for the pipe excavation on June 2, 2023. However, the bill was submitted to the credit card company with a transaction date of 07/24/23; instead of 05/31/2023. I’m trying to point out the obvious this is an attempt for them to not to be held accountable for their poor service and scheme to upcharge for a pipe excavation. My home was rodded after the pipe excavation on 05/31/2023 which the response intentionally/purposefully did not address.

There are two phone conversations-calls I received from Roto-Rooter staff if recorded would be helpful with this complaint **** ******* on 6/2/23 indicated I would receive a detailed bill for the power rodding on 6/2/23 & Kristina M** on 0/8/25/23 when she indicated Matthew should have rodded on 05/30/23 and I expressed that he did not rod my home several times. I related that Matthew admitted to Brad he didn't rod my home and **** ******* knew Matthew didn't rod by home that's why he was sending another plumber out to my home later on that date 05/31/23. However, Kristina M** still responded Matthew did the power rod on 5/30/23 in her response to the BBB. I know she responded because when she called me on 08/25/23 she expressed **** ******* email response was not adequate. However, the only true statement she made was the obvious I signed the excavation proposal contract , they did the pipe excavation and they have a picture of the crack piped.

What is key in the excavation proposal it states the pipe excavation would eliminate the recurrent backups and regular rodding efforts. Although from 2 p.m. to 7 p.m. on 5/31/2023 my home still had recurrent backups and Roto-Rooter had to power rod by toilet after the pipe excavation was completed. I contacted Roto Rooter immediately after the pipe excavation technicians left my home.

I was able to see the crack pipe the same way Matthew the plumber saw the crack pipe when cap/cover was removed. I am not stating the pipe was not cracked. However, there was only the crack pipe and dirt; no signs of water, toilet paper, or sewage. Once the pipe was repaired my plumbing still did not work. They returned at this time the toilet was power rodded.

My complaint has been that the power rodding for $900 was not done initially instead they assessed the pipe excavation was needed for $6965.00 when the pipe excavation did not work and they returned and rodded by toilet that worked. Why am I being scammed for $6965.00 pipe excavation and I could have paid for the power rodding to address the leaking toilet for $900 and addressed the pipe excavation immediately at my discernment. The law does not require Roto-Rooter to fix every crack pipe discovered; if I had not received the credit card approval Roto-Rooter/Matthew would not have arranged/scheduled for Brad to return to my home on 05/30/23. Now they began by stating the technician completed the power rod upon arrival; not true. There is a reason Kristina M**/power rodding was done by the plumber on 05/30/23. I have a legitimate complaint based on the service I provided, I have not made any fraudulent charges against Roto-Rooter. On 05/31/2023 I informed **** ******* I would be contacting the BBB before the 2nd plumber and Brad W**** returned to my home. On 06/02/2023 I felt the issue had been resolved after speaking to **** *******. I sent an email to **** ******* and copied Kristina M** prior to contacting BBB; after receiving **** ******* response I contacted BBB. I received a call from Kristina Moy on 08/25/2023 I did relate that I had filed a complaint with the BBB for a price adjustment. I related **** ******* indicated I would receive a bill for the power rodding and I would not be charged for the pipe excavation (price adjustment) and my attempts with Roto Rooter has been futile. I have made efforts to be charged for correct prognosis/service which addressed by plumbing issue; and not charged for the most expensive false resolution (pipe excavation).

Thanks In Advance for your assistance.

Business Response
Date: 09/08/2023
As stated in our original response, *** ******* is choosing not to
acknowledge, the simple plumbing fact that “on a path from A to D, A & B
cannot reach D if C is broken”. By choosing to disregard this simple fact, *** ******* is under the misconception that rodding her stack would have restored
flow despite her main sewer line (the pipe the stack drains into) being entirely
collapsed and no longer connected to drain out to the city sewer.

This is confirmed in her response, which again at no time addresses
Roto-Rooter’s original response regarding the flow of sewage,

“My complaint has been that the
power rodding for $900 was not done initially instead they assessed the pipe
excavation was needed for $6965.00 when the pipe excavation did not work and
they returned and rodded by toilet that worked. Why am I being scammed
for $6965.00 pipe excavation and I could have paid for the power rodding to
address the leaking toilet for $900 and addressed the pipe excavation
immediately at my discernment.”

To reiterate, rodding cannot restore sanitary flow in any circumstance
when the main sewer line is collapsed. It is entirely impossible. This is not
debatable nor disputable. This is plumbing fact. *** ******* is willfully
ignoring and disregarding this fact in an attempt to facilitate a price
adjustment.

Additionally, Roto-Rooter has already addressed these same concerns
given by *** ******* in great detail in our original response.

*** ********* Response:
“The explanation provided by
Kristina M** is a cover up. As I explained to her several times the power rod
occurred after and the pipe excavation not before”

“My home was rodded after the
pipe excavation on 05/31/2023 which the response intentionally/purposefully did
not address.”

Roto-Rooter’s original statement confirming a rodding occurred after
excavation, and the reason it was successful:
“Upon completion of the main sewer line repair, a blockage was
still present in the stack from the debris (feces and toilet paper) holding in
the pipe prior to repair. Roto-Rooter returned to rod the stack at no cost. Because
the main sewer line was now free from defect, i.e. not collapsed and able to
empty into the city sewer, rodding was able to restore sanitary flow for the
stack, i.e. the sewage in the stack was finally able to drain into the main
sewer line and then empty into the city sewer/septic tank.”

Repairing the main sewer line allowed sewage to exit the property
and drain to the city sewer. Without repairing the main sewer line, no sewage
would ever exit the property to the city. Rodding does not fix pipes;
therefore, pipe repair was necessary.

*** ********* Response:
“What is key in the excavation
proposal it states the pipe excavation would eliminate the recurrent backups
and regular rodding efforts. Although from 2 p.m. to 7 p.m. on 5/31/2023
my home still had recurrent backups and Roto-Rooter had to power rod by toilet
after the pipe excavation was completed. I contacted Roto Rooter
immediately after the pipe excavation technicians left my home.”

Roto-Rooter’s original statement:
“Per the attached contracts for service, pg 1 of the attached,
Roto-Rooter advised repairing the collapsed section of main sewer line would
eliminate reoccurring backups and regular rodding efforts. In the multiple
conversation with *** ******* she acknowledges since the main line was repaired
and the stack was rodded to remove the formed blockage, no backup has occurred
and no rodding has been needed. This further confirms the validity of the recommendation
and service provided by Roto-Rooter. “

Rodding a single time upon completion of the sewer line repair to
remove a formed blockage due to the sewage holding in the line prior to repair does
not evidence recurring backups and regular rodding efforts. The definition of “recurring”
is “occur again periodically or repeatedly”. Regular rodding efforts means –
rodding regularly, i.e more than one occasion. The singular rodding performed
to remove a singular formed blockage is being misidentified by *** ******* as “recurring”
and as a “regular effort” when, by definition, it is neither.

The diagnosis given by Roto-Rooter is correct and accurate. ***
******* confirms her main sewer line was collapsed. Per plumbing fact, no sewage
can exit a property if the main sewer line is collapsed – because the main
sewer line is the only line that drains into the city sewer. If sewage cannot
drain to the city sewer a property is deemed to have no sanitary flow – because
sewage is not exiting the property. There is no dispute *** ********* main sewer
line was collapsed; therefore, it is understood the main sewer line MUST be
repaired to allow for sanitary flow. Again, “on a path from A to D, A & B
cannot reach D if C is broken”. C must be repaired so A & B can drain into it
and exit to the city sewer, “D”.

Roto-Rooter understands *** ******* is choosing to ignore plumbing
facts in an attempt to facilitate a price adjustment. This does not change plumbing
facts though. A collapsed main sewer line means no sewage is draining from the
property. Rodding does not repair a collapsed pipe. Rodding would not have resolved
her issues, regardless of how many times she says it. The facts entirely negate
*** ********* opinion that “I
could have paid for the power rodding to address the leaking toilet for $900
and addressed the pipe excavation immediately at my discernment.” The toilet would not stop leaking at the base because
the pipes were full of sewage. The pipes were full of sewage because the main
sewer line was collapsed and no longer draining to the city sewer. Rodding does
not fix collapsed pipes so it is understood rodding would not resolve her issue;
therefore, pipe repair was necessary and the correct recommendation.

To confirm, in order for *** ******* to have sanitary flow,
her collapsed main sewer line needed to be repaired. Due to this collapse,
sewage/debris (feces, toilet paper, etc) held in the pipes allowing blockages
to form. Once the collapsed main sewer line was repaired, the formed blockage
was able to be rodded and was able to exit to the city
sewer. Since this repair and rodding, *** ******* has had no backup reoccur and
has had no need for rodding services. This confirms the repairs proposed and
performed by Roto-Rooter were accurate and necessary. For these reasons
Roto-Rooter will not offer a price adjustment and considers this complaint
addressed.
Customer Answer
Date: 09/13/2023
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.
Roto Rooter management lied stating my residence was power rodding upon the technicians (Matthew) arrival on 05/30/2023 Instead the technician informed me that my home would not be power rodded because the pipe had to be excavated. There was no courtesy unsuccessful power rodding by Roto Rooter done on 058/30/2023. Initially he stated he would power rod for $900 plus wax rings; when he observed the crack pipe he stated the pipe had to be replaced to stop the toilet leak I had in my downstairs bathroom. The technician left with only making visual assessments no plumbing work was done; he contacted someone to come out to discuss the pipe excavation before he left my residence.
Brad W**** came to my home on the evening of 05/30/2023 completed the proposal for pipe excavation to be completed on 05/31/2023. Pipe Excavation was done the morning of 05/31/2023. The toilet was still leaking in my home. Brad W**** and another technician/plumber returned on the evening of 05/31/2023. The plumber power rodded by home this evening; and the toilet stopped leaking at that time. Brad W**** stated he spoke with Matthew and Matthew told him he did not rod the house on 05/30/2023. Brad related the power rodding should have taken place first before the pipe excavation was completed.
In Roto Rooter's response they lied and stated the Roto Rooter completed the power rod 1st (upon technician's arrival); this blatant lie is evidence that Roto Rooter intentionally up-charged for a service (pipe excavation $6995.00) instead of power rodding $900.00. Because I was told the pipe excavation would resolve the leaking toilet issue I had in home and not power rodding I would agreed upon the pipe excavation to be completed. However, the pipe excavation did not resolve the issue. They had to return to home to do power rodding.
They then lied and stated the power rodding was done 1st, instead of making the technician accountable for not doing the power rodding they are penalizing me as the consumer for speaking up on their staff error. It has to be a major error for upper management to knowingly know the power rod service wasn't done and then lie and state it was. I acknowledge I had a plumbing issue at my home that's why I contacted Roto Rooter. The problem is how they address the issue. The problem started with their staff not doing the power rodding on 05/30/2023 which upper management lied and said was done as a courtesy. No documentation of the power rodding done on 5/30/2023. Ironic they would give a courtesy power rodding on 05/30/2023; but they aren't willing to do a price adjustment when it's clear and known by their staff that the power rodding did not take place on 05/30/2023. The power rodding was done on 05/31/2023; after the pipe excavation was done and it did not resolve the leaking toilet in my home.
Upon Roto Rooter's return the toilet was power rodded; not the main line; the plumbing issue was then resolved.

Regards,

****** *******
Initial Complaint
Date:08/22/2023
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 called due to the bathroom backing up which included the toilet.

The Tech and camera tech came out to the house first day, the tech stated he could remove the clog as he thought it was toilet paper. he then proceeded to have difficulty and called another tech because he stated he wasn't sure if he pushed the clog away towards the sewer or back into the house and it wasn't flushing.

The tech stayed because he still wasn't sure but he wanted to make sure the toilet didn't back up again (this is not a sign of someone that believes they did their job correctly)

The tech seemed satisfied and left.

The next evening I returned home and finally used the room.

The bathroom immediately backed up through the toilet and tub which we then needed to clean up.
This was the original issue, it was not resolved.

We called and Roto Rooter came back out the next day and seemed very frustrated with the first tech, called him and could not get an appropriate response at what he had done. We were later told this was the Tech's first week on the road by himself.
Supervisor showed me the camera again and I reminded him that the technician apparently didn't do anything as I showed him a picture of the previous day's work as a comparison with the shot he did while on-site and it showed no discernible difference in which he responded there is no way he could have known he didn't get it, all he could tell is it was now flushing which it would do intermittently.

This is unacceptable, not to mention a flange the original plumber broke when taking up the toilet which he didn't even need to do as he couldn't access the line that way. Which we told him ahead of times.

We went several months not using that side of the house until we got the water removed again and then hired another contractor to fix the issue. RR- threatened a lien on the property after they lost their dispute. this is predatory actions on a senior citizen which should not be allowed by the BBB for a member party.
Business Response
Date: 08/30/2023
We have spoken with customer, after speaking with customer we have given a discount off of orginal services.
Initial Complaint
Date:08/22/2023
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 Sunday, 8/20 I had a toilet overflow and leak into my garage. I panicked and called the only name I could think of, Roto-rooter. They came out and told me I needed a whole bunch of things done including filing an insurance claim and to get the water restoration people out there. They charged me $680 to do a leak detection and if that wasn’t bad enough then they told me to remove the toilet and snake down the drain it would be another $680 and to get a new toilet would be $535 plus the toilet. I was horrified knowing they were taking advantage of me being a single woman in the home. I told them that and they told me this was all industry standard but I started calling people while they were here and found out that is not industry standard and I should not have them do anything. I paid the $680 because I didn’t know what to do. I was a single woman with two men so it was intimidating. I talked to a plumber after who told me to call off all services with them and he would be over in a day. He looked at the hole they made in my garage wall for the leak detection and there was no water as I told roto rooter on Sunday but they had still insisted I needed all new drywall. Thank god I called off their people. He then replaced the toilet and thre out the old one for $225, more than half the price. I talked to another company on the phone who told me that they were just robbing me because they saw an opportunity and that I should refute the charge. I tried emailing them but didn’t hear back and the supervisor who did call me(not Kevin) was so rude and hung up on me. I tried refuting the charge with my bank and will still follow up on this but I want the BBB to know wha they are doing to people. Just imagine what they do to an elderly lady. I would like to have my money back as they saw me crying when they told me the prices and they didn’t even flinch they just said this is what our company does. They were unprofessional and unethical. Thank you for listening.
Business Response
Date: 08/23/2023
We did the work that was charge for and gave options to the customer for several issues she was having. Unfortunately there are plumbing companies out there that say negative things about Roto-Rooter because we are the biggest and best plumbing company in America. We have been in business a very long time and we do not take advantage of any of our customers regardless of sex, age, color or any other reason.
if you wish to discuss this further please email Mike the General Manager at **********************
thanks.
Customer Answer
Date: 08/25/2023
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.
This man called me and stated he was going to refund all of my money and i could do business with other companies moving forward but that has not happened. He was rude and patronizing to me on the phone and seemed pretty irritated that I wasn’t going to back down on my beliefs and continue to stand up for what was right which was them taking advantage of me. I was ready to write a better review and even show their willingness to do right and make the customer happy but I haven’t seen that credit on my card. I waited a couple of days to see it show up but it hasn’t. Therefore, I stand by what I have said and actually could add to it the disrespect and I professionalism of their upper management. Thank you for allowing me to respond.

Regards,

****** *********

Business Response
Date: 08/25/2023
Again, no one was taken advantage of, if you disagree with our price is one thing, we gave our standard pricing. If you want handyman pricing with no license and no insurance you will get a cheaper price.
refunded the customers money because customer service is important to us not because we were wrong.
thanks
Customer Answer
Date: 08/29/2023
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.
the response said that I was given a full refund and I have yet to be given any refund. A very nice man named Ross called me and I told him that status and he said he was going to check on it. I called him back at the end of the business day yesterday to tell him I still didn’t have any credit on my card and he said he would look into it today but I haven’t heard anything nor have I been issued a refund. So therefore, not only did I have the experience that I had but now this Mike guy is either lying about already giving the refund or he gave it to someone else. I really just want my money back and then I will be happy to settle this and even re write a review. Thank you so much

Regards,

****** *********

Business Response
Date: 08/29/2023
There was a mix-up in the office the money was refunded today on 8/29/23 at 3:20. the refund will take 2 days or so.

Customer Answer
Date: 08/29/2023
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. I am very appreciative of Ross, he is by far their best employee. Thank you

Regards,

****** *********
Initial Complaint
Date:08/22/2023
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.
We called roto rooter on 7/28/23 They sent two guys out to check on the problem. They gave us one option to fix the issue. We agreed to have them do the job, but before they started, I asked him if they could use the camera to look for the problem before going in there. He said they don't do that. They only gave the option of using the snake machine they have. They did not offer to use the hydro jet even though I asked because he said they don't do that and the snake will work. Well, after a little while, he makes a huge deal about not being able to snake it and needing a manager to come out.He went and looked in there with a camera saying we needed to dig up the yard and quoted us 11,000 !!!
They were very pushy about getting us to sign for the job right then and there. They even told us it would be stupid to get a second opinion because they are the number one company for a reason.Well, I know how they are number one, because they scam people out of their money!We called a different company to come out, they hydro jetted the pipes, and we are good to go! Showed us the camera view of everything while they did it, and we did not have to dig up our yard! We paid roto rooter $750 to do nothing! We called roto rooter for weeks after they left to speak with a manager about the situation. They left without fixing the problem, and our drain issue was the same as before they came, and we paid them $750 for nothing. We want a refund. The managers give us the run around. Nobody calls back. We have to call call call. The manager is always in a meeting. The only person we talked to said we got what we paid for!? For your men to tell us, we need to dig up our yard? We paid you $750 for your opinion? And your opinion was wrong! We got it done without any help from your company. We shouldn't have to take a loss of $750 because you couldn't do the job we hired you to do. We want a refund. Do what's right and stop scamming people. Give us our deserved refund.
Business Response
Date: 08/23/2023
All issues with the customer have been resolved..
Customer Answer
Date: 08/23/2023
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.

Regards,

******* ******
Initial Complaint
Date:08/18/2023
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.
Service was received on 7/27- an extremely inexperienced plumber was sent to our home to resolve a pipe clog and a dripping sink and a dripping faucet. The plumber was at our home from 10-6 and we had to ask them to leave as we heard multiple times they called others to ask for advice on how to fix an issue. Rather than just admitting they were not familiar with the issues they continued working and caused further issues including but not limited to creating a horrible sewer smell in our home that has not gone away, stripping our hot water line, and worsening the drips. They were also very unprofessional in creating damage to the surrounding tub and floor as well as utilizing my personal items to clean literal sewage from the drain snake, without permission or informing us that they were used. I called 5 times over the course of a month trying to get in contact with someone to discuss my issues with. They then basically did not resolve any issues and just keep offering further services (while noting I may still need to pay for them). They offered a discount of 100 dollars on a payment of nearly 1000$ that is going to result in me spending thousands of more dollars with another company to fix their work.
Business Response
Date: 08/26/2023
Spoke to ******** about her concern. We'll send another senor tech for the last chance to be verifying what was problems and what needs to be done. Customer is happy for the follow up. Additionally, the second visit completely fixed the problems.
Customer Answer
Date: 08/28/2023
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.
The second visit did not completely resolve my problems, I called about 10 separate times trying to speak to a manager or supervisor about the experience and was given the same- "we will send out a technician and no response to the issue of there is no refund available". On the 3rd technician call we did no even have the person touch anything as he was unable to comprehend what the issue was and was telling us literally to pour drain cleaner down the drain at an additional cost, even though we have been trying all the solutions that this person recommended for over a month and to no avail- there is a distinct sewer gas smell in our unit which was not present ever in my history of living in this apartment. It has been causing us health issues related to headaches nausea etc. Finally I got in touch with management and said i do not want any further work and was guaranteed that a technician could come out with a camera to scope the problem with the pipe. Finally rotorooter sent out a 4th person and they basically looked for 2 minutes and said that it was probably a broken pipe or clogged vent but would not use a camera as they said it would not fit. This had to be untrue as the second technician that was here did use a camera.
The management has been very dismissive of this obvious health and welfare issue that was caused by a brand new employee that was not competent. They also would not answer any questions regarding the qualification or licensing of the first employee that obviously caused all of these issues. Another employee confirmed that he the first technician only worked there for less than 2 weeks at the time of his entering our home and he was obviously unqualified to be preforming the work. Snaking a drain should not be done for 8 hours on end and when a client asks you to stop and leave that needs to be adhered to. Also it should not be my responsibility to try to assess the qualification of a technician that was hired by a national company. I should be able to trust. I am disgraced by the dismissiveness and lack of responsiveness of management. It took over a month to get in touch with a supervisor and 4 home visits to only leave this issue worse than it was to start with.

Every promise that management has made has not happed even the limited promise of having a highly trained plumber with a camera come to assess the problem. I want no further services from this company as I have made very clear, I have wasted enough time trying to organize folks coming into my home only to provide no answers or be unable to provide service on what we asked for which was promised by management. I just want a full refund of our 902$ and a promise that you will assess the training and verification of employees before sending them into peoples homes. I believe plumbers are supposed to have years of apprenticeship and the first employee that created more issues than were previously present was obviously not given those resources to be successful. He called a non-company related individual multiple times to ask for advice was clearly googling how to fix things while on the job, did not listen to the client when we asked him to stop and leave 2 separate times, and caused unreported damage to our home (stripped our hot water shut off, further broke our leaking faucet (he could have at least disclose his damage to us). He also was snaking our drain for approximately 8 hours which on 1940s plumbing is bound to cause an issue, which I asked him to stop after a few hours and he did not. We will now be needed to get a new plumber to fix all these issues further caused by your poorly or non-trained employee. We would have been perfectly happy if he simply said this was beyond his scope and recommended a more senior plumber come in to fix it. But now we have been dealing with months of issues, lost hours of work managing appointments and additional cost to have a new more qualified company come in to remedy the problems.
Regards,

******** ******

Customer Answer
Date: 08/28/2023
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.
The second visit did not completely resolve my problems, I called about 10 separate times trying to speak to a manager or supervisor about the experience and was given the same- "we will send out a technician and no response to the issue of there is no refund available". On the 3rd technician call we did no even have the person touch anything as he was unable to comprehend what the issue was and was telling us literally to pour drain cleaner down the drain at an additional cost, even though we have been trying all the solutions that this person recommended for over a month and to no avail- there is a distinct sewer gas smell in our unit which was not present ever in my history of living in this apartment. It has been causing us health issues related to headaches nausea etc. Finally I got in touch with management and said i do not want any further work and was guaranteed that a technician could come out with a camera to scope the problem with the pipe. Finally rotorooter sent out a 4th person and they basically looked for 2 minutes and said that it was probably a broken pipe or clogged vent but would not use a camera as they said it would not fit. This had to be untrue as the second technician that was here did use a camera.
The management has been very dismissive of this obvious health and welfare issue that was caused by a brand new employee that was not competent. They also would not answer any questions regarding the qualification or licensing of the first employee that obviously caused all of these issues. Another employee confirmed that he the first technician only worked there for less than 2 weeks at the time of his entering our home and he was obviously unqualified to be preforming the work. Snaking a drain should not be done for 8 hours on end and when a client asks you to stop and leave that needs to be adhered to. Also it should not be my responsibility to try to assess the qualification of a technician that was hired by a national company. I should be able to trust. I am disgraced by the dismissiveness and lack of responsiveness of management. It took over a month to get in touch with a supervisor and 4 home visits to only leave this issue worse than it was to start with.

Every promise that management has made has not happed even the limited promise of having a highly trained plumber with a camera come to assess the problem. I want no further services from this company as I have made very clear, I have wasted enough time trying to organize folks coming into my home only to provide no answers or be unable to provide service on what we asked for which was promised by management. I just want a full refund of our 902$ and a promise that you will assess the training and verification of employees before sending them into peoples homes. I believe plumbers are supposed to have years of apprenticeship and the first employee that created more issues than were previously present was obviously not given those resources to be successful. He called a non-company related individual multiple times to ask for advice was clearly googling how to fix things while on the job, did not listen to the client when we asked him to stop and leave 2 separate times, and caused unreported damage to our home (stripped our hot water shut off, further broke our leaking faucet (he could have at least disclose his damage to us). He also was snaking our drain for approximately 8 hours which on 1940s plumbing is bound to cause an issue, which I asked him to stop after a few hours and he did not. We will now be needed to get a new plumber to fix all these issues further caused by your poorly or non-trained employee. We would have been perfectly happy if he simply said this was beyond his scope and recommended a more senior plumber come in to fix it. But now we have been dealing with months of issues, lost hours of work managing appointments and additional cost to have a new more qualified company come in to remedy the problems.
Regards,

******** ******

Business Response
Date: 08/28/2023
Roto Rooter has agreed to refund *** ****** the full amount charged for services.
Customer Answer
Date: 09/25/2023
Date: Fri, Sep 22, 2023 at 12:55 PM

I had an ongoing problem with RotoRooter- Complaint ID: ********. The said they issued a refund, however did not ever actually do that. I'd also like to add that based on their poor work, I've had over 1200$ of additional out of pocket expenses to fix their problems. Rotorooter charged me 902$ for literally no service and causing a series of further issues- while the other company we used did extensive repairs (opening walls, replacing pipes etc.) and multiple days of investigation of the issues for about a similar price. All this to say Rotorooter is utilizing undertrained and unqualified individuals to preform extremely overpriced services.

Sent from ******** ****** (*************************)

Business Response
Date: 09/25/2023
The original amount that was discussed to be refunded was not refunded at the time, an mistake on our end. The refund of the original amount discussed of $902.06 has now been processed and an email has been sent to the customer for confirmation. We apologize for the delay.
Initial Complaint
Date:08/18/2023
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.
Purchased home on 10/17/22 and on 11/14/22 I had my sewer line replaced and it had to be raised from the original sewer line. In the street there is a pipe going parallel to the curb that my sewer line had to go under then come back up to be able to get into the main line. Nothing else warranted replacing the sewer line. This ended up costing us just shy of $15,000.00. Since then we have had other issues arise from this work. The stack was not supported properly in the basement up through the crawl space going up to the roof which caused the pipe for the vent to shift. It took Roto-Rooter over a month to get someone out to fix. They never contacted me when they said they were going to. I had to play one way phone tag with them and every time I spoke with someone I had to explain the issue from the beginning. I received almost zero communication from them. Over the course of the months since November we have had plumbers from other companies come out to do various work and several of them had seen the sewer line and stated that it is not up to code. We were shown specific examples of what is not up to code. When contacting Roto-Rooter about it they just said that everything was up to code and shrugged it off like they had done no wrong even though they had to fix part of the stack that goes up to the roof because it was not supported properly. I had someone from Roto-Rooter out to my house on 7/22/23 to take a look at a couple things I thought caused by the work they did in November. Of the two issued one was caused by the work they had done. I am getting water in my basement after it rains due to the old sewer line not being properly sealed off. It has been almost a month later and we still have not had anyone out to fix it. Also, I have spoken with 5 or 6 people and every single person I speak with I have to explain the issue over again. This has been very stressful for the lack of communication and the amount of money spent. I would like restitution.
Business Response
Date: 08/21/2023
An excavation was completed in November 2022. It appears that the old sewer line was not sealed or capped correctly. The new GM was unaware of this situation until this complaint was filed. There has been some employee turnover in leadership and we apologize for the poor communication.
We pride ourselves on quality service and have contacted the customer to resolve this issue. The service is backed by a one-year guarantee. He was concerned that a competitor believed that the new sewer system was up to code but was in fact inspected by the local inspector and passed.
Customer Answer
Date: 08/30/2023
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.
Management has nothing to do with the lack of communication between every individual at the company. There have been three main times I have spoken with this company: the initial project, fixing the first issue caused by the work (shifted vent pipe due to the weight of the stack), fixing this most recent issue caused by the work (properly sealing the old unused sewer line). With every time I speak to someone different about what is going on they have absolutely no idea what the issue is, or even worse they get incorrect information about the issue even when the previous person I spoke with took notes and I made sure to repeat myself to make sure they understood what the issue is. When I explain the issue to the next person (in the same way I did the prior person) they state they understand what I am saying and that information has not been relayed to them.
The first issue cased by the work had very poor communication, people stating that they would call me and they would not. Tell me someone will be out there and no one had called me to schedule something. It took about a month and a half from when I called about this first issue before someone was able to come out and even look at what was going on. I understand the first person to come out may not be the same trip to fix the issue, however Roto-Rooter has no idea what is going on until someone physically sees what is going on. Even then the lack of communication makes it so that the second person to come out and physically look at it has absolutely no knowledge about what is going on.
The second issue has gone the same in terms of poor communication. I did not start getting more progress on getting this second issue fixed until I filed this complaint. Even before filing this I spoke with at least 3 or 4 different people about this needing to be fixed and I had to explain everything as if I am talking about it for the first time. The second person I spoke to about this issue was in person, he came to my house to take a look at it and told me I would get a call the next week. This was back on July 22nd. From filing this complaint I was able to get this issue fixed because the old sewer line was not sealed off properly. As if those that did the work took short cuts and said good enough. There were two other points sealed off from the old sewer line that could possibly cause an issue moving forward now that the one spot is sealed off properly. We need to wait for it to rain to find out if there is an issue or not.
I went over what other plumbers have stated are not up to code on the sewer line and the guy that was there had stated that most of what I pointed out was up to code and would not have passed inspection if not. However there was a PVC Wye fitting that is upside-down and was covered up by foam so the inspector was not able to see it. I was told that this would not cause an issue in the long run, however it was not placed properly. Roto-Rooter stated that I would be able to still sell the house with the sewer line being the way it currently is, while plumbers from other companies have stated it would not.
There have been two issues that have come up from the work that was done back in November, I do not know how many more issues are going to arise from the work that was done. Thankfully I caught these two issues before something big happened and caused an issue that would need much more work done. The cost of the initial project put a huge financial burden on me, especially since I had just bought the house a month and a half prior to the initial work. I cannot have another issue come up, especially one coming up late and having me to pull more money out of my pocket. The 1 year warranty on the initial work is coming up and I have absolutely zero confidence that if something comes up prior to that warranty that I will have proper or timely communication in getting anything resolved. I am also very worried that if something comes up after the warranty expires that I will be able to have the necessary funds available to cover anything that was caused by the work that Roto-Rooter had done incorrectly.
Regards,

******* ********

Business Response
Date: 09/14/2023
The branch in ******* has been in contact and onsite since the complaint was called in. The Master Plumber is available to answer any further questions. The original issue has been resolved and we apologize for the inconvenience.

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