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

  220 Demeter St East Palo Alto, CA 94303

• 

  Roto-Rooter Plumbing & Water Cleanup

  3 Alan B Shepard Jr Pl Ste A Yonkers, NY 10705

  
• 

  Roto-Rooter Services Company

  175 Maple St Stoughton, MA 02072

• 

  Roto-Rooter

  5115 7th Ave Kenosha, WI 53140

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:07/30/2023

  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.

  Called Sunday 7/9 due to water pooling in our front yard. We were told the sump pump discharge was likely clogged and tech could clear the line out for $773 and another tech would come inspect the line with a camera. We agreed. After several days of calling to try to schedule the camera inspection we finally had an appointment for Thursday 7/13 at 10AM. No call, no show. We were told that they didn't know where our tech was. Finally at 12PM he showed up and we were told that the sump pump line was fine and it was actually the water feed line that was leaking. Replacement cost was just under $12,000. We agreed. Work began Monday 7/17 and the new line was working by the end of the day. I informed them that the water pressure was lower than before and they stated they couldn't do anything about that and would send an inside tech. That never happened. The following morning they returned to backfill the trench and came and went without making contact. I would say maybe 3/4's of the dirt they removed for the trench was returned to it, with the rest being scattered across our yard along with their trash. Within days the dirt was already eroding from around the sidewalk as it was apparently not tamped down at all. On Tuesday 7/25, we noticed what appeared to be a leak from the basement toilet and discovered that they had placed our 60-70 pound backup battery for the sump pump on top of the discharge pipe for the toilet. Tech came and assured us there was no toilet leak but did replace a leaking valve on the water heater at no charge. The following day, we confirmed that the toilet was, in fact, leaking all along. We finally called another plumber, who had to reseat the toilet to the discharge pipe for $800 out of our pocket. As of 7/30, a full 12 days after the outside work was completed, their excavator along with a pile of concrete, are still sitting in front of our house and they refuse to remove it. RotoRooter has exhibited a complete disregard for us and our property.

  Business Response

  Date: 08/08/2023

  Everything had been completed when the BBB complaint came in. Machine and extra concrete removed from property. 

  Customer Answer

  Date: 08/24/2023

  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.

  Their proposal states that they will mound dirt to allow for settlement, which they clearly did not do, and I can think of no reason that a work crew would leave a "finished" job without making any sort of customer contact other than they knew they did a poor job. I have attached that section of their proposal, in case they are not familiar with it. Curious side note : Two of the other complaints lodged have responses from Roto-Rooter stating that they left straw to cover the areas of excavation. In one, Roto-Rooter specifically states that this is done " to reduce soil erosion". Is this standard, or not? If not, why is it done for some customers and not others? As far as the toilet, we explained to multiple people that the excavation crew placed a large deep cycle battery on top of the discharge pipe for that wall mounted toilet, causing it to become unseated. That battery was not, and has not ever been, on that pipe until they were here. I think that if they had been even remotely apologetic about ANYTHING, I likely would have not filed this complaint. At one point, my wife called to inquire when they would be removing the equipment and pile of debris they were storing here, and someone claiming to be a manager chuckled and said they would get it when they could. Businesses that care about their customers don't do things like that. 

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

  Business Response

  Date: 08/28/2023

  The dirt mound will go down over time. This is stated in the Landscaping Waiver. Cannot say if anyone chuckled at the customer. The machine and debris have been removed. 

• Initial Complaint

  Date:07/26/2023

  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 problem began on 12 July 2023, we were told this job would take two days, and my mother is visiting during this time, and here we are 14 days later and work is still in progress. I have been in a hotels since this began. We found out from the city inspector, that Roto-Rooter did not pull a permit for the work they did inside my house until after the job done, and that they only had a permit for the work on the outside. When I complained to what they call "Corporate office", they told me that the delay was because of the city inspectors (They failed the city inspection 3 times), and they asked me to pay the remaining balance so they would complete the work, I refused, until the work is completed. I just want to know if I could deduct my hotel rooms from the balance, I am willing to pay for the first five nights stay.

  Business Response

  Date: 08/05/2023

  Throughout the process, the team completing the work and the field Supervisor have remained in contact with the customer.  We agreed to replace fixtures removed for work, which was not in our scope of work. We also agreed to pull the final inspection for the customer, which was also not in the scope of work.  The customer has indicated that they are happy with that solution. We consider the issue to be amicably resolved. 

  Business Response

  Date: 08/07/2023

  Throughout the process, the team completing the work and the field Supervisor have remained in contact with the customer.  We agreed to replace fixtures removed for work, which was not in our scope of work. We also agreed to pull the final inspection for the customer, which was also not in the scope of work.  The customer has indicated that they are happy with that solution. We consider the issue to be amicably resolved. 

  Customer Answer

  Date: 08/08/2023

  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.

  August
  3, 2023
  
  Roto-Rooter
  Services Company
  **** ** ** ******
  Jacksonville,
  Fl *****
  Greetings
  Management,
  First,
  I want to express my disappointment in the services I have received up to this
  point, my Family was told by ***** (not sure of his last name) this job would
  take two days to complete, it started on July 12, 2023, and it is not
  completed, and it is twenty-two days later.
  It was
  disturbing to hear from the inspector of the city of Jacksonville, that your
  company did not pull the permit for the inside work that your company did until
  after the work had begun, you did pull the permit for the outside work, and
  that you failed the inspection twice.
  This
  has been very upsetting, as I have my 85-year-old mother visiting during this
  time, we have been in a hotel all this time and we still are.  I have filed a formal complaint with the
  Better Business Bureau about this situation and they have asked what kind of
  resolution I would like to end this; I think it would be fair if your company
  reimburse us for some of my hotel stay, I am willing to pay for the first six
  nights stay and I can/will deduct the remaining night’s stay from the final
  payment I owe, this would be fair compensate for our inconvenience. 
  I will
  Present the hotel bill along with the check at the completion of this job.
  Thanks and  Regards.

  
  *** ** ***** & ***** ******
  **** ** **** *******
  Jacksonville,
  FL *****
  ************
  (Rod Cell)
  *********************** (Personal)

  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/24/2023

  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.

  On May 20, 23, I hired RotoRooter to replace the sewage grain from inside the home to the street due to a plumbing issue. The price agreed upon was $9000.00 of which I finance using a **** ****** loan. I Docusign the agreement on Roto Rooter tablet device. The agreement was supposed to be sent to my email. By the next day, I could not opened the email sent. I immediately requested the document. I called the office as well., but to no avail. The work continued and was completed May 23, 2023. Instead I received a drain from the broken line outside the side of the home to the street. On May 22, 2023, my credit card was billed $9000.00 before the work was completed. I filed a dispute with the credit card service, and repeatedly requested access to the original invoice, adjust the billing,issued with not getting what agreed upon, damages to the retaining wall, damages to my lawn. I have reached out to the company on several occasions by telephone calls, sent 2 emails, and a letter to the office without any resolution.

  Business Response

  Date: 07/24/2023

  I spoke with *** ***** and stated our position. The retaining wall was already damaged/in bad shape prior to us starting work. We took images prior to work to show problems with retaining wall. We installed a new sewer line from the back of the house (Where the mainline comes out of the house) to the right of way (Cities responsibility). Customer said she still could see copper in her house. I explained that copper was part of her water line, not sewer line and we were not contracted to do a new water line. I also explained that the straw was placed in the yard to cover the area where work was performed and to help promote grass growth and to reduce soil erosion. I explained our hold harmless policy in conjunction with the work we did.  

  Customer Answer

  Date: 07/24/2023

  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: 07/26/2023

  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 attached.
  
  
  Regards,
  
  
  
  ****** *****
  

  Business Response

  Date: 07/27/2023

  Customer has been consulted by EXC Manager regarding the issues.  Customer is requesting to have additional work done at no charge.  Requested damage to be repaired was preexisting to RRSC performing any repairs.  Customer has been given options to move forward with additional work which they have denied.

  Business Response

  Date: 07/31/2023

  I have added the file with the price/scope of work the customer signed off and agreed to.  I have also included images showing the retaining wall, prior to Roto-Rooter starting work, with the walls condition.

  Customer Answer

  Date: 07/31/2023

  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,
  
  
  
  ****** *****
  

  Business Response

  Date: 07/31/2023

  We have sent a copy of the proposal over the customer signed to show the price of the work and that is the same amount the customer was charged.  I'm not sure what the inaccuracies are to be able to address them.  The water meter was covered with straw as was the rest of the yard where excavation work was done.  If dirt is covering the water meter, we can have someone go by to uncover but the water meter was only covered with straw on the day the work was completed.

  Customer Answer

  Date: 08/01/2023

  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,
  
  
  
  ****** *****
  

• Initial Complaint

  Date:07/23/2023

  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.

  Invoice #*********** - 7/1/2023
  Technican #****
  
  On 7/1/2023, our sewer line backed up - I paid Roto Rooter Plumbing and Drain Cleanup $640 to run a plumbing auger through our main sewage line, and to have a follow-up visit with a drain camera team to view the main pipe for any breaks
  
  The technican, Malik, promised that the $640 would cover:
  > Plumbing auger use to clear the drain pipe - Malik did this on 7/1/23. Great service!
  > A follow-up visit with a drain camera team - we never received any calls
  
  Repeated calls to the Roto Rooter line at ###-###-####, on 7/12/23, 7/14/23, 7/17/23 yielded the same result. The Roto Rooter call center was unable to contact the Roto Rooter drain camera team.
  
  Requesting the following resolution.
  > Please contact me to schedule a follow-up visit with a drain camera team.
  OR
  > Please issue me a 50% ($320) refund, since only 1 of the 2 services I paid for was provided.

  Business Response

  Date: 07/24/2023

  I spoke with *** ****** and advised that we will have one of our technicians reach out to schedule an appointment to camera his line.

  Customer Answer

  Date: 07/30/2023

  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.
  
  
  

  On Monday, 7/25/23, the business offered to complete the service I paid for, noted above.

  I gladly accepted this offer - but as of Sunday, 7/30/23, have not received any call to schedule the camera service.

  Requesting a call to schedule service.

  It’s not a rush, but I’d like a refund if the work will not be done.

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

  Business Response

  Date: 07/31/2023

  Spoke with customer and agreed to camera the line on 8/14.

  Customer Answer

  Date: 08/07/2023

  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.
  
  
  

  While Roto Rooter representatives have promised to have someone call to schedule a camera service to check our sewer line; as of Monday 8/7/23 8PM EST no one has called to schedule this service.

  At this point, since only 1 of 2 promises services have been provided a refund of $320 may be the most efficient resolution.

   

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

  Business Response

  Date: 08/08/2023

  Agreed to camera the line on 8/14. A tech will call closer to the date.

  Customer Answer

  Date: 08/14/2023

  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.

   

  It is now August 14th, and we still have not received any calls to schedule the promised camera of our sewer line to check for breaks.

  Since only 1 of 2 promised services have been delivered, I am requesting a refund of 50% of what we paid - $320

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

  Business Response

  Date: 08/16/2023

  Spoke with the customer and refunded the $320 as requested. 

  Customer Answer

  Date: 08/20/2023

  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. 
  

  The $320 was refunded.
  
  
  
  Regards,
  
  
  
  **** ******
  
  

• Initial Complaint

  Date:07/19/2023

  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.

  Plumber broke a water pipe adjacent to where he was working. The broken pipe caused flood damage on two floors of our home. The flooding has ruined wood flooring in the home and needs flood remediation and replacement.

  Business Response

  Date: 07/21/2023

  Talked with ****** ********* on 7/6 and 7/7 about his concerns. Our Drain Technician did clear his drain. When notified of the concern a supervisor responded to job site and it was determined that source of his concern was a refrigerator supply line which we did not conduct any work or service to any supply lines. When our technician left the home after clearing the drain was functional and customer was pleased with the completed work.

  Customer Answer

  Date: 08/01/2023

  Immediately after the flooding they did send a tech out to evaluate the damage. That tech acknowledged that the damage was caused by Roto-Rooter's negligence and that they'd get back to me with a solution. The break in the refrigerator supply line was directly adjacent to the pipe that the plumber was clearing - a process that required a large snake and some heavy pushing - which the tech acknowledged as the cause of the break.
  
  A week later the GM of Roto-Rooter finally got back to me. In the conversation he denied that his tech caused the problem and told me that they were unwilling to take any action to remediate the damage caused. Complete lack of professional integrity.
  
  I reject their response. the plumber did not perform work on the refrigerator supply line, they knocked it loose while working on an adjacent drain pipe.
  

  Business Response

  Date: 08/03/2023

  Spoke with ****** ********* on 7/6 and 7/7 about his concerns. Our Drain Technician did clear his drain. When notified of the concern a supervisor responded to job site and it was determined that source of his concern was a refrigerator supply line which we did not conduct any work or service to any supply lines. When our technician left the home after clearing the drain was functional and customer was pleased with the completed work. 

  Business Response

  Date: 08/03/2023

  The customer has accused us of altering his refrigerator water supply line. The scope of work that was performed was to clear his drain at the kitchen sick. We preformed the quoted work, and the customer has signed the scope and paid for drain service. At no point did any employee of Roto Rooter conduct any work on his water supply line. We did have a field supervisor respond to the customers concerns. The findings of the supervisor was the supply line issue was not caused by or related to our drain service.   

  Customer Answer

  Date: 08/04/2023

  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 is that the response from the business is simply not honest. It's true that plumber was hired to fixed a clogged pipe; which he did successfully. What they haven't acknowledged is that the refrigerator water supply pipe, located immediately adjacent to the clogged pipe, was broken during the clogged pipe service. The refrigerator water supply line then slowly flooded the house, ruining the hardwood floors.

  Moreover, the business is being dishonest about the second technicians findings. While visiting the home after the flooding, the technician acknowledged that the flooding was clearly caused by the original plumber's negligence.

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

• Initial Complaint

  Date:07/19/2023

  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.

  On 4/1/23 I called roto rooter for bathtub backup. Upon calling was informed there was a promotion for new customers. The promotion was a discount. The plumber came and quickly fixed the problem. He notes" Rooted tub through overflow to clear blockage--restored flow." The tub has worked fine till 7/18/23. There is guarantee on Roto Rooter service--which is stated that they stand by. However, on 7/19/23 a service man came and within minutes (after he broke a shelf and starred at my young daughter) he stated there was a screw stuck in the pipe and he would have to break the tub. I would like to mention the tubs' structure has not changed since the last visit. He went on with a very gruff and hard voice to tell me that the screw will not allow him and that I need aplumber> I thought he was a plumber? He went on to tell me how much more I had to pay, in thousands, and that I only paid "XXX". I thought that is irrelevant the guarantee stays the same regardless of charge. I felt he was up charging service. He left in a hurry once he broke my shelf. He said his name and I could call and complain. I did call, and was put on hold for an hour, and transferred 3 times. I spoke to a manager who said they couldn't do anything. If , in fact they cant stand by the guarantee--I want my money back or finish the job. Dont come into homes to oogle minors, break furniture and state that you are not a professional the service you called ot seek professional help in i.e, Roto Rooter = Plumbing( I thought)?

  Business Response

  Date: 07/20/2023

  On 4/1/2023 Roto-Rooter was dispatched to this customer due
  to a bathtub not draining. This is the 1st time Roto-Rooter has ever
  performed service at this residence. During this visit Roto-Rooter recommended
  rodding the bathtub branch line to restore sanitary flow to the bathtub. *** ****** accepted this recommendation and was given a 1st customer discount
  of over 62% of the actual service cost. Rodding of the bathtub was performed
  and was successful, sanitary flow was restored. Please see included contract
  for this service.
  
  Service guarantee provided by Roto-Rooter explicitly states,
  “it only covers drainage failure in the line serviced and defective plumbing workmanship”.
  It further states, “Guarantees do NOT apply to problems arising out of improper,
  abnormal, or unanticipated conditions”. It goes on to state that “We
  do not guarantee our site inspection will identify all existing or potential
  problems” and “Any necessary repairs arising from plumbing problems, either
  identified or unidentified, are the sole responsibility of the customer”.
  Please refer to #4 highlighted on the reverse of the contract copy (pg 2 of the
  PDF).
  
  *** ****** contacted Roto-Rooter at 7:47am on 7/19/2023
  regarding the bathtub being clogged again. At appx 1:40pm same day, a Roto-Rooter
  plumber arrived onsite to attempt to rod the line under the terms of the
  guarantee. During this site inspection it was identified the drum trap on this
  bathtub line was in poor condition and this poor condition was the cause of the
  repeated back up. Per the terms of Roto-Rooter’s guarantee, service guarantee’s
  do NOT apply to improper or abnormal conditions. A deteriorated drum trap is an
  improper and abnormal condition. The repeated back up of this bathtub was not
  due to poor workmanship by Roto-Rooter 3 months prior, rather the repeated backup
  was due to poor existing condition of the drum trap. The existing condition of
  the property is the sole responsibility of the property owner to repair.
  
  During this visit on 7/19/2023 it was advised to *** ******
  the condition of the property’s plumbing for the bathtub was poor and would
  require additional repairs above rodding to resolve. As improper/abnormal
  conditions, and the necessary repairs to resolve, are explicitly disclaimed
  under the terms of the guarantee, Roto-Rooter advised *** ****** these
  additional repairs would not be covered under the terms of the rodding guarantee
  and would have charges to repair/replace. *** ****** declined additional services
  to replace/repair the existing drum trap and became irate with the plumber
  onsite. With this decline to move forward Roto-Rooter’s plumber left the property.
  
  *** ****** then called the office and berated our customer
  service representative and administrator regarding the plumber’s refusal to replace
  the drum trap under the terms of a rodding guarantee. She was then connected to
  management at the corporate office where the guarantee was explained in full.
  *** ****** was aggressive and hostile during that conversation as well and
  Roto-Rooter declined to return to replace/repair the drum trap under any terms.
  Due to the abhorrent treatment of our employees by *** ******, Roto-Rooter has
  decided to cease business altogether with *** ******. We will not subject our
  employee to the type of treatment presented by *** ****** and will not return
  to her property to provide any services now nor in the future.
  
  For the reasons stated, we consider this complaint
  addressed. 

• Initial Complaint

  Date:07/19/2023

  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.

  Recently, I enlisted Roto-Rooter's services to clear clogged pipes in my kitchen and laundry room, but the outcome was unsatisfactory.
  
  Adding to my disappointment, the plumber initially claimed they couldn't access the roof to clear the four pipes, despite another company doing so successfully six years ago. He even said that would have been faster and have a better result.
  
  However, the plumber later contradicted himself, mentioning they could access the roof with a harness, but a shortage within their company prevented its use.
  
  This raised concerns about safety protocols and organizational efficiency. I reached out to the manager, who confirmed their plumbers weren't permitted on roofs but admitted they could access commercial ones.
  
  The next day after water started seeping through the floor after running the dishwasher.
  
  We called our appliance repair man and he showed us the water was not coming from the dishwasher or from under the sink.
  
  The dishwasher wasn't the cause, and as the issue emerged after Roto-Rooter's work,
  
  I contacted Roto Rooter and they sent a repairman who denied responsibility and claimed we had bad pipes, despite PVC replacements of all our pipes a few years ago.
  
  When I requested a camera inspection, he wanted to charge me.
  
  Later, the manager, Ross M***, called and repeated the same, but in a rude and arrogant manner.
  
  Overall, my experience with Roto-Rooter was extremely dissatisfying. The high price for minimal work, along with conflicting information from the plumber and manager regarding roof accessibility and safety gear, left a negative impression.
  
  The damages they caused, including the pipe they broke with the snake and subsequent water leakage, only added to my frustration.
  
  As a business consultant for 52 years, I strongly advise thorough research and exploring alternative options before considering Roto-Rooter for plumbing needs.
  
  I would like them to fix the pipe they broke or prove i have bad pipes.

  Business Response

  Date: 07/19/2023

  Roto Rooter is sending a Technician to diagnose the issue and give customer a solution to the issue.

  Business Response

  Date: 08/04/2023

  Roto Rooter is sending a Technician to diagnose the issue and give customer a solution to the issue.

  Customer Answer

  Date: 08/04/2023

  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.
  
  
  Regards,
  
  
  
  ****** ***********
  

• Initial Complaint

  Date:07/17/2023

  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.

  Back in April we had an issue with our business bathrooms backing up. We’ve had previous issues and roto rooter charged us over $2000 to water jet the pipes. This time they said that we were going to continue having problems and it might be best to dig up the entire line and replace it on the outside which would cost $10,000. I called the insurance company and they stated it was over the weekend and they couldn’t get a solid answer for me until Monday. We needed something done though as my employees needed to use the bathrooms. They charged me another $1500 out of pocket and aid not to worry that they’ll add it to the insurance bill. He also realized that we were cleaning up and said that he can get a crew out there right away to do the job. I told him the cleaning crew quoted me $150 and he said why not have the insurance cover it all. It made sense to do it this way as I’d pay the $2500 deductible and I’d have a brand new sewer line and not have any issues. They cleaned up pretty thoroughly and charged the insurance company $11,000. They never came to do the big job of replacing the sewer line so now I’m paying a deductible for something I really Didn’t need. The water was minor. So now, I’m time the deductible is $5,000 and they want payment for it. I explained It was $2500 and they never finished the job so they agreed to keep to the $2500 but I’m still over $1500 out of pocket for the clean out of the drain and they never did the job they came to do. Now they are threatening liens and all sorts of stuff for something I didn’t even need. The technician even told me and my staff that they inflate the prices and sometimes help the customers out with the deductible costs but that wasn’t even done.

  Business Response

  Date: 07/24/2023

  Spoke with customer. Explain that he agreed on paying half of his deductible and signed.  After further discussion we credited his money he paid for plumbing work and made his account good.  Customer is happy

• Initial Complaint

  Date:07/17/2023

  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 June 29, 2023, I had my water heater replaced by Roto-Rooter. And the whole experience was extremely unprofessional. First, they come in to look at the existing water heater, and then leave to go "find" the water heater. Not sure what the purpose was of coming over to look at it, because when I set up the estimate, the tech "looked" at it then as well. Well, a few hour job, took all day long. I take care of my ex-husband who has stage 4 cancer, and had to be away from him all day. Then after they were done, I was happy that I finally had hot water, had cold water, I didn't hear water leaking in the walls. I was satisfied. A few days later, I noticed that my 20 year old washing machine was not working. The clothes were coming out soaked and there was standing water in the machine. Like I said, it is a 20 year year old machine. So, I called a maintenance man and asked him to come look at my machine to see if it can be repaired. Much to my surprise, the issue was that the hot water valve was not reconnected to the washing machine from ROTO-ROOTER. So I asked the maintenance man to please note that on the invoice and he did. I called Roto-Rooter to let them know that their techs did not complete the job correctly and that I would like to be reimbursed the $149 I had to pay the maintenance company. I spoke with Rhonda and Samantha, both of whom are very rude and unprofessional. They asked why I did not call Roto-Rooter first, and I explained to them that I did not call Roto-Rooter, because I did not think this had anything to do with my water heater that was installed. Like I said, my washing machine is old and I thought it was physically broken. It did not even cross my mind to call a PLUMBING service. I did not appreciate how I was spoken to by the staff, and all I want is to be reimbursed the $149 for the mistake that Roto-Rooter made.

  Business Response

  Date: 07/21/2023

  We are willing to work with the customer as soon as she calls us back.  See below for the attempts made to contact customer.

  07/20/2023 19:41:56 EDT (Updated by: Krista Y****) -- Left message will send email as well..
  07/19/2023 18:19:36 EDT (Updated by: Krista Y****) -- Left messages on both phone numbers..
  07/18/2023 18:02:16 EDT (Updated by: Krista Y****) -- Left a 2nd message..
  07/17/2023 14:29:33 EDT (Updated by: Krista Y****) -- contacted 2 different numbers and left a message for a call back..

• Initial Complaint

  Date:07/16/2023

  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 the ********** ** branch of RR when my main sewer flooded the laundry room. The clean up process was incomplete (&half done by myself and my husband).The “sewer solution specialist” George came in &told us that roots and sludge in our pipes caused the backup and would need to be removed. After power washing through the roots, he told us that we needed to spend 20k on relining the pipes, bc the clay pipes after the roots were compromised. I asked if we could use root killer, he said no. I asked if there were partial options to repair the pipe. He said no, even though that IS a service listed on RR’s website. He told us our options were to reline the whole sewer line, or wait for them to collapse. I told him that it was my understanding that none of this would be covered by home insurance, &asked if there were any other more affordable options. This is when George lied said “most of the time, the labor is covered by home insurance, which is the bulk of the cost. After home insurance pays you, you’ll only have 2000 left, &18 months to pay it off. We’ll give you an itemized bill to submit to insurance.” This is clearly a lie he pedals to line his own pockets. Of course insurance didn’t pay for any of it, but when you are in crisis mode, you believe the person from a national brand is telling you the truth. After the work was done, we did not get an itemized list. We also realized that they did not line the entire sewer line from the home, as promised. Still, we were charged the full amount. I have asked multiple times now for an itemized list of the work done, &consistnetly told “We’ll call you tomorrow.” At this point we don't know if the area that got infested with roots is repaired. At best, this is gross negligence &terrible miscommunication. At worst, this was a con job done to bleed dry vulnerable new homeowners. We now both need to get second jobs and are selling blood plasma to cover the bills, &RR is laughing all the way to the bank. Disgusting.

  Business Response

  Date: 07/17/2023

  We have emailed the customer a itemized bill and gave her a credit of $419.00 for unused materials on her job

  Customer Answer

  Date: 07/17/2023

  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.

  -George misrepresented himself, my options, and the product we received

  -George misrepresented the job he "needed" to do, and we have documentation from the town engineering department that George lied about the length of our sewer, as well Donald lying about length they reported in their itemized list.

  -Donald's itemized list was not on official letterhead, as every other receipt was, and the Price per foot for the product received was inflated after we asked for an itemized list. He also misrepresented the initial "discount" we received. 

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

  Business Response

  Date: 07/17/2023

  Customer accepted the job offer and signed when finished and there will be no additional refunds

  Customer Answer

  Date: 07/21/2023

  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.

  -A 419 discount is an ambiguous, unclear number that does not reflect the actual complaint that the work they charged us for was not completed.They claim here it was for "unsued parts" rather than the fact that it was an unfinished job. 

  --While they now admit (via email) they did not complete the work they estimated and charged us for, they continue to lie about the length they did cover in order, I assume, to inflate the price.

  --They should have initially just decreased the estimate by at least 30%. Their insistance on lying about the work done is nothing short of fraud. They additionally lied about the cost per foot (or perhaps just made it up because RR would rather make up a number that meets their commissions quota and hope you pay it than have a clear cost system), which is clear from the "math" they have given us.

  Regards,

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

  Customer Answer

  Date: 07/24/2023

  You have indicated that the business did not provide the services as contracted:
   "We also realized that they did not line the entire sewer line from the home, as promised."

  Do you have anything in writing from the business that clearly outlines the length of pipe that the business was supposed to reline?

  -See attached: a text message from George indicating that they were supposed to access it from the main line in our home
  -An email from Don confirming our initial estimate was for 100 feet

  You also indicated that you have documentation that indicates the business lied:
  "George misrepresented the job he "needed" to do, and we have documentation from the town engineering department that George lied about the length of our sewer, as well Donald lying about length they reported in their itemized list."
  Can you provide a copy of this documentation?

  -DB email also includes Donald insisting that they lined 88', though the employee who was present, tyler, as seen in previous documentation, clearly stated that they lined from the sewer to the manhole. Attached is documentation from the town with measurements from our house to the manhole,and manhole to the street.The total measurements would be 91 ft total, with the portion lined being 70 feet. 

  If we were quoted 100 ft for 19999, and if we were provided a discount of $1001 (which is what we recall, though we have no documentation with this written) then price per linear foot was 21000/100ft= 210 per ft.

  If RR is correct and they provided us a discount of $1501 off then total was 21500/100ft=215 per ft

  Since they only actually lined 70’
  70 x 210=14700 - 1001 discount= $13,699 should have been the total
  70 x 215= 15050 - 1501 discount=$13,549 should have been the total
  

  If their claim that $222 is their standard linear foot price, our estimate for 100 feet would have been 22200, which is not consistent with the actual estimate provided either discount.

  Please let me know if you need any additional documentation. 

  Thank you, 

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

  Business Response

  Date: 07/24/2023

  **** *******,
  I am not sure where you are getting your information but it
  is not correct.
  I am the plumbing / excavation manager and do not work on
  sales commission.
  The original proposal was estimated at 100’ we only needed
  to reline 88’.
  Your proposal was for $19,999.00  which reflected a
  discount of $1,501.00.
  I have taken an additional $419.00 off to bring the job down
  to $19,580.00.
  The price per foot for relines is $222.50 x 88’ would be
  $19,580.00.
  I will be sending the breakdown for your insurance today.
  
  Thank You  

  Customer Answer

  Date: 07/25/2023

  Better Business Bureau:
  
  
  
     * Has the company addressed the issues of this dispute? If Not, Why?

  -No, The company has not addressed the core of the issue of not completing the job they charged me for. Additionally, they have not offered to repair the line. Instead they have lied to cover their own mismanagement of this situation.

       * If an offer of resolution was made, has the company fulfilled the proposed offer? 

  Their proposed offer of a $419  discount WAS fulfilled, but is an inappropriate response to the complaint, and does not reflect the excess charges charged to our account. To resolve this issue, RR should have accurately measured our line, been honest about the work done, and charged us accordingly. 

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