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:07/15/2023

  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.

  Roto-Rooter came to my house to clean out my pipes and then run a camera through the pipes. After the camera came through things were not tightened up properly and there was leaking under my house. I was able to tighten everything back up myself to fix the problem, but I had to run a fan under my house for a week to dry up the water leakage that had happened before I discovered it.
  
  I called the branch manager who was super pleasant and offered my $100 back on the services I had received. The $100 back on my credit card never happened. I called again, they said they would do it, I waited for weeks and still it didn't happen. I called again and was told someone would call me back. One one called me back.
  
  This has become such a hassle. I shouldn't have had the leaking in the first place, and I shouldn't have to keep fallowing up and having to write this in the hopes that they would do what they offered to do.

  Business Response

  Date: 07/16/2023

  There was an error on her refund, we didnt catch it until we ran our audit, Refund has been applied and should be on the card in 5 business days.

  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.

  It has been 8 days since their response, and I am still not seeing the credit back to my credit card. 

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

  Business Response

  Date: 07/25/2023

  We have spoke with the customer and reissued the credit of 150.

  Customer Answer

  Date: 07/26/2023

  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:07/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 8, 2023 our sewer line backed up and spilled out of every toilet in our home causing over 100k worth of damage. We called Roto Rooter to mitigate ASAP not knowing they weren't approved by our insurance. A field Supervisor, Justin B********* assured us that they would begin cleanup as soon as possible but in the meantime we needed to relocate ASAP as there was waste everywhere and we had no usable toilets. We were able to get approval through our insurance to move into a hotel temporarily. We were told numerous times by numerous employees of Roto Rooter that it was unsafe for us to be in the house and also inconvenient as there was large equipment everywhere and we would be in the way of the mitigation team. When asked how we would document our personal items that were being thrown into the dumpster, we were assured by both Tammy and Kendal that there would be a picture of every item they threw away. We were also assured this by project manager Korey that had a very "rigid program" that their employees must follow. When we got the pictures they were blurry, or of very little use, picturing only some of our personal items and fixtures in the home that were damaged. i.e. photos of boxes and not the contents, or a blurry picture of half of the items that were damaged but not the rest of the shelf. We asked if they would adjust our bill as we weren't able to receive payment from insurance for anything that was not pictured in the photos (which was thousands of dollars of property). They said they would get back to us but never did. In the meantime because of the added cost of living in a hotel and not being home with 4 kids and numerous animals, some of the insurance $ was taken out of our account by creditors seeking payments that we hadn't made in those months. We paid the majority of the bill explaining the situation and asked for a payment plan for the rest and now they are threatening a lien against our home, even after what they did cost us $

  Business Response

  Date: 07/18/2023

  Roto Rooter recognizes that *** *** **** ********* expressed
  concerns about the services provided. Unfortunately, the recollection of
  communication and events do not coincide with documentation of conversations
  and actions. There have been over 30 different forms of communication between
  both parties.  At this time Roto Rooter
  has placed this account in legal status due to nonpayment of work performed. Currently
  Roto Rooter communication is reserved for the legal process.

• Initial Complaint

  Date:07/13/2023

  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 recently had a terrible experience with Roto-Rooter when I called them for assistance with basement flooding caused by heavy rain. From start to finish, their service was filled with disappointment and frustration. Here's a breakdown of the numerous issues I encountered:
  
  Inaccurate Estimate: Upon arrival, the technician provided an estimate ranging from $2,000 to $7,000 for the required work. They assured me that my insurance would cover the costs, which turned out to be a complete lie.
  
  Unreliable Cleaning Staff: After signing the contract, I was promised that the cleaning staff would arrive promptly at 8:00 am the next day. However, they failed to show up until 1:00 pm, resulting in additional damage to my property due to their delay.
  
  Faulty Equipment: On the second day of the restoration process, Roto-Rooter's dehumidifier malfunctioned, leaving a puddle on the tile floor. This negligence only added to the problems I was already facing and further extended the duration of the restoration.
  
  Extended Timeline: Instead of completing the work within the promised three days, it took Roto-Rooter a total of five days to finish the water restoration. This delay disrupted my daily routine and caused significant inconvenience.
  
  Unethical Billing Practices: Upon realizing that my insurance claim was denied, Roto-Rooter suddenly demanded a payment of $9,400+ from my own pocket. It took numerous email requests to obtain an itemized invoice, which finally revealed that their broken equipment was partly responsible for the inflated charges. However, they conveniently neglected to acknowledge the property damage caused by the machinewater leak. This lack of transparency and accountability is deeply concerning.
  
  Threatening Collection Measures: When I requested credits for the property damage, Roto-Rooter callously rejected my claim and threatened to place a lien on my property and send the bill to collections if I refused to pay.

  Business Response

  Date: 07/14/2023

  Roto-Rooter was called out to ** ***** rental party on the evening of July 4th.  The rain was flooding his basement though the basement window.  Roto-Rooter water specialist talked to him and explained the options he had to pay for the water mitigation.  ** ***** called his insurance company and opened a claim.  Roto-Rooter never looked at the policy.  The insurance company denied his claim because he did not have the coverage.  Roto-Rooter competed the extraction, demo, and sanitation on 7/5.  The tenant called on 7/6 and said the dehumidifier was leaking water on the ground.  Roto-Rooter monitors the equipment each day.  Roto-Rooter went out and replaced the dehumidifier and cleaned and sanitized the water.  The total Price for the mitigation for a 3 day dry was $9,400 + tax.  Roto-Rooter left equipment onsite for 5 days to dry the loss out Per IICRC guidelines.  The insured had a price scope ( which he signed) for $2,000-7,000.  I informed ** ***** that he would owe Roto-Rooter the $7,000.  ** ***** tried to spin everything possibly can to not pay Roto-Rooter.  I have attached the forms, photos, drying logs, xactimate, email chain with *** *****, and the insurance denial email he sent me.  ** ***** told me he spoke to his legal, but never provided any information.  You will see ** ***** try to pay $4,500 in the email thread.

  Customer Answer

  Date: 07/14/2023

  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.
  

  Roto-Rooter failed to address the concerns raised in this dispute. I sent my insurance details and signed contract to Mr. R**** at 10:45 PM on 7/4/2023. It appears that he only reviewed the contract and not my policy. Despite their commitment to arrive on site at 8:00 AM on 7/5/2023, nobody showed up until 1:00 PM, claiming there was a truck issue. Had I known Roto-Rooter would be unable to come on time, I would have hired another plumber to prevent further damage.

  Furthermore, Roto-Rooter made changes to the scope of work outlined in my signed contract without notifying me, resulting in an increased estimated price of $10,000. I need to know when this contract was updated and why I was not informed before the job began. If I had been informed beforehand, I might have chosen to cancel the contract. Additionally, I would like clarification on whether the two-day delay was indeed caused by a machine malfunction, as Mr. R**** stated that there was little clean water on the concrete and no damage to the property, but in reality, the floor is made of tile, not concrete. To ensure there are no potential health issues (since Mr. R**** was unable to confirm the amount and duration of water on my tile floor), I am arranging for a third-party examination.

  Roto-Rooter should have contacted me immediately upon discovering the machine leak. Unfortunately, it seems you are attempting to evade responsibility and have been unable to compensate me for the damage and lost time caused by this unfortunate situation.

  Furthermore, on 7/13 at 2:47 PM, I received an angry call from Roto-Rooter in response to my one-star ****** review. The representative attempted to harass me and issued a warning that a lien would be added to my property and sent to collections. To make matters worse, the representative abruptly hung up on me, which is completely unacceptable.

  Since Mr. R**** rejected my proposed $4500 settlement on 7/13/2023, I will be forwarding the third-party report and all other supporting documents to my legal representatives for further action.
  Regards,
  
  
  
  *** *****
  
  

• Initial Complaint

  Date:07/13/2023

  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.

  Date of transaction: August 2,2022
  Amount paid: $12,700 with a “reduced” APR on loan of 26.99%, CLEARLY STATED IT SHOULD BE 5.99%
  Business committed to: professionally and promptly reline pipes.
  Nature of dispute: pipes were not relined until I contacted over 3 times (I was lied to many times), basement left a mess, NO one contacted me, promised over and over someone would be in touch to fix things, promised money to compensate and then never called back
  Tried to resolve: I have called dozens of times, emailed dozens of times, and even filed a complaint with the company: each time I’m told they’re sorry and someone will reach out. I am then never communicated with again.
  Account/ ticket numbers: ********, ********, ********, ********
  Complaint number : ********

  Business Response

  Date: 07/13/2023

  We have agreed to a refund of $1450 towards *** ******** ********* financing account (see attachment). Our excavation manager will conduct a camera inspection to ensure that the previous work is correct.

  Customer Answer

  Date: 07/13/2023

  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:07/11/2023

  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.

  I contacted Roto Router about a leaking water heater when they came they gave me an estimate but also told me that there was mold and it would need to be fixed. They told me that they had a water damage department and I asked them to send them out. They came out and put fans in to dry the room out then placed a dehumidfier in to get the moisture out. this all happened in May and I paid for the water heater the same day. they removed all the stuff in the room as well as the drywall they said needed to be replaced. That was the last time I saw them, I have called over 10 times wrote a e mail which I still have and now they tell me they don't do the drywall work someone else has to but they want their equipment back. This makes no sence at all especially since the person who replied to my e mail said someoine would in touch to set things up with me. If I knew they wouldn't put the drywall back I would have gotten someone else to do the job. this is My Mothers House and she has passed on and we need to get this place sold to play her medical bills so any help you could give me would be Greatly Appreicated
  
  *** *****

  Business Response

  Date: 07/12/2023

  After speaking with *** ***** we have come to the agreement about the miss understanding of the put back work and to move some of the Items out of the space so he can get a company to come in and do the drywall work. *** ***** has said that this will be satisfactory and we are setting up a crew to go to the home and move the Items. This will take place in the next couple of days so *** ***** can move forward with the rest of the work and allow him to have all of the put back done with no obstructions.

  Customer Answer

  Date: 07/13/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I reluclently agree to this I think their claims are garbage but out of repect for My Mother, I will do this 
  
  
  
  Regards,
  
  
  
  ****** *****
  

• Initial Complaint

  Date:07/10/2023

  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 6/27 roto rooter failed to show up for an appointment for my water heater. The pilot went out. The next day they came and told me I needed to replace it and they could come out the following day 6/30 to make the repairs.
  
  The tech in question Paul told us that we needed special equipment installed. So when he gave me a quote for about 3,000 I thought it was because I needed an expensive system. It ended up being 3,700.
  
  I was not given an itemized bill for the work they did just an invoice with a description for the job they did. 2,500 parts and 1,200 labor is all it said. I asked them several times if they could provide an itemized receipt and they keep sending me the same invoice. I didn't know why the labor was so high and I called and over the phone they told me they billed me for 4 labor hours.
  
  I looked at the so called special equipment and it was a state ******* commercial 50 gallon gas water heater that retails for 1,100 and a proflo 2 gallon expansion tank that also retails for about 40-70 dollars. Neither of these are considered high quality or specialized. I also understand businesses get these items on a wholesale price so charging me 2x retail is simply not justified.
  
  I also was lied to about the billing payment plan. They told me over the phone I could pay 0% interest over 18 months. They did not say I would be applying for a credit card. I did not want a credit card. The card came and nowhere does it say 0% and it has a 26.99% Apr as well as an activation fee.
  
  I feel I have been overcharged at least 1,000 in parts and do not want to use the billing option they signed me up for.

  Business Response

  Date: 07/13/2023

  Plumbing invoice breakdown: 

  $2500.46 - parts  (including water heater, expansion tank and assorted parts and fittings)

  $1208.68 - labor (339/hr flat rate x 4hrs = $1356.  Discount for multiple or partial labor hours given)

  $3709.14 - total

   

  Financing:

  ********* Bank financing plan of 18 months, no interest if paid in full within 18 months.  

  26.99% deferred interest.  Only applies when not paid in full after 18 months.

  Customer Answer

  Date: 07/15/2023

  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.
  

  The 2,500 breakdown for parts still does not come close to the items I received. They overcharged me by at least 2 x the value. They will not give a breakdown of the parts value because there is no way to explain the extra 1,000.

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

• Initial Complaint

  Date:07/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had Roto-Rooter out 6/30 to replace our main sewer line. While excavating they hit our main water line in. They did replace it by running a new line in, but left the old line, uncapped, open on both ends. With flash floods recently this allowed mud water to pour into our basement. This was basically an open faucet of groundwater into my basement. Managers promise me to be at my home while their crews were present to ensure quality repairs, and they did not show. I had to repeated pointbout to workers the prior failures leadsing to a leaks at the old and new lines in. I had to plead thatvthey make sure hydrolic cement and sealer were applied externally and internally to prevent further leaks. I missed work and my fourth of July holiday to supervise. None of this is acceptable.

  Business Response

  Date: 07/10/2023

  Roto-Rooter was contracted to repair a compromised sewer
  line at this property. During that repair service, the water supply line was
  damaged on 6/30/2023. A plumber was onsite same day to repair the damaged water
  supply line. Unfortunately, in replacing the line, the old line was left
  uncapped allowing ground water to enter the home.
  
  Mr. ***** contacted Roto-Rooter at 9:45am on 7/2/2023 to
  advise of water entering the home from the “old” water supply line. Roto-Rooter
  dispatched a plumber in response to these concerns same day, arrival at 1:25pm,
  under 4hrs from the initial call. During this visit it was determined the old
  line was not capped allowing ground water into the home. Plumber capped the
  lines and stopped the entry of ground water into the home.
  
  In response to the ground water entering the home,
  Roto-Rooter performed mitigation services within S500 standards. Included in
  this response are the mitigation photos evidencing the amount of water present
  from the uncapped line, mitigation services performed, and moisture levels
  before/after. The sketch of the affected areas reflect appx 10ft of wall near
  the hot water heater and appx 24ft of wall near the stair were the only
  affected areas of the property. The baseboards on these walls were removed with
  holes drilled into the drywall to allow for circulation and aid in drying. The
  Protimeter moisture meter reads moisture levels up to ¾” into materials. The
  invasive/pin sensor displays 0-100 and the non-invasive/pad sensor displays
  0-1000. Normal/Dry readings will display 000 to 169 or 0.0 to 16.9,
  depending on the material being tested and the sensor being used. Wet
  readings will display 200 to 999 (non-invasive) or 20.0 to 99.9
  (invasive). The initial moisture readings showed the drywall and
  baseboards were wet, up to a reading of 99.9 (completely saturated) in
  places.  Once the basement was mitigated, the meter shows all materials
  are dry within tolerance (highest reading is 14.9).  To confirm, the
  basement has been mitigated within S500 standards, completed 7/8/2023.
  
  On 7/7/2023, Mr. ***** spoke with the corporate office of
  Roto-Rooter for Illinois, Indiana, and Wisconsin regarding repairs for the
  holes drilled in the wall (pictures of holes included in mitigation documents
  pgs 21-25) for drying and replacement of the baseboards removed. Roto-Rooter
  provided Mr. ***** 3 options for repairs.
  
  1. $1,000 reduced from the financing of his sewer line
  repair or,
  2. $1,000 check mailed directly to him so he could do the
  repairs at his leisure or,
  3. Find 3 companies to quote on the repairs, submit to
  Roto-Rooter, and Roto-Rooter would select one and pay in full on his behalf.
  
  Mr. ***** refused all and instead suggested he should not
  have to pay for all of or part of the sewer line repair, a $10,396 service. Roto-Rooter
  declined this suggestion confirming, despite the damage to the water supply
  line, the sewer line repair was performed correctly. Mr. ***** confirmed this and
  then asked for a significant reduction in cost of the sewer line repair
  instead. Roto-Rooter declined reducing the service costs but again offered to
  cover the cost of repairs in full. Mr. ***** claimed Roto-Rooter was
  “unwilling” to repair the damages. Roto-Rooter reminded we have repaired the
  damaged water line, repaired the uncapped old water line, performed mitigation
  to S500 standards, and have offered to cover the cost in full of the drywall
  repair and replacement of the base boards evidencing our willingness to fully
  repair the damages caused. He advised he would seek legal action if his demands
  for reduced services charges were not met. Roto-Rooter advised Mr. *****, if
  the options provided for restitution were not to his satisfaction, he could
  contact his insurance company to begin the subrogation process; however, cost
  of repairing damages (restitution) and cost of contracted services would remain
  separate. Mr. ***** advised he had already spoken with his insurance company
  and instead was going to use social media and consumer reporting agencies to
  get his demands of significant compensation met. Roto-Rooter again advised we
  are willing to cover the cost of the repairs to the drywall and resecuring the
  baseboards in full, but are not willing to offer compensation above the nature
  of the claim. Mr. ***** again refused the options given for repairs.
  
  To confirm, Roto-Rooter did damage the water line on
  6/30/2023. The line was repaired the same day it was damaged, 6/30/2023.
  Roto-Rooter did fail to cap the old water line after repairs allowing ground
  water to leak into the property. Roto-Rooter was notified of the water entering
  the property 7/2/2023. Roto-Rooter returned to repair/cap the old water line
  same day, 7/2/2023. Mitigation services began 7/4/2023 in the affected areas and
  were completed 7/8/2023 to S500 standards. Roto-Rooter has offered to cover the
  cost of repairing the holes in the drywall and the cost of resecuring the
  baseboards, but all options given have been refused by Mr. *****.
  Unfortunately, Mr. ***** is asking for compensation amounts above the nature of
  the loss. Roto-Rooter is willing to honor any of the options for repairs listed
  in this response, previously given to Mr. *****. While we understand the
  frustration of Mr. *****, Roto-Rooter is not willing to offer compensation
  significantly above the nature of the loss.  
  

  Customer Answer

  Date: 07/10/2023

  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:07/06/2023

  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.

  My house was flooded on February 7, 2023 due to a sewer/drain problem and I called Roto Rooter for assistance. Due to water penetrating the walls at the floor level, tile and floor boards had to be removed to allow for drying.
  
  A Roto Rooter worker was removing tile at the floor level from the wall behind a toilet and apparently, his hand slipped and about a 12-inch section was broken off the back of the toilet which left it unusable.
  
  Mike M******, the project manager, came to my home on February 10 to see the damaged toilet and agreed to a reimbursement of $500. I accepted the amount even though the toilet was a Kohler and would cost more to replace because I didn't want the worker to get fired.
  
  (A copy of Mike M******** email agreeing to the reimbursement is attached.)
  
  After waiting March and April for the reimbursement, I contacted Roto Rooter in May and sent a copy of the email from Mike M****** promising that Roto Rooter would pay $500 for the broken toilet. Roto Rooter's response was that when my insurance company paid Roto Rooter's water migation bill, I would be reimbursed. That bill was paid in May but still no reimbursement has been received from Roto Rooter.
  
  I would appreciate Better Business Bureau's assistance in getting the payment that was promised and is due to me.

  Business Response

  Date: 07/06/2023

  Spoke with the customer in regard to the complaint, offered settlement.

  Customer accepted settlement and is happy with the result.

  Business Response

  Date: 07/25/2023

  I have emailed the customer to let her know we have her reimbursement check and she needs to sign our Property Damage Release so I can release the check. Customer is refusing to sign the form and asked that I remove the second paragraph. I explained that I am unable to do this.  

  Customer Answer

  Date: 08/07/2023

  I received the $500 reimbursement from Roto Rooter on August 3 that I asked the BBB to assist me in receiving.  I appreciate the effort put forth by the BBB to settle my issue with the company.  
  
  Thank you.
  
  ******** ********
  

• Initial Complaint

  Date:07/05/2023

  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 5, 2023, I had my gas meter replaced. The technician for ******* *** informed me that I needed the Service Riser replaced. He gave me 10 day notice to get it fixed or my gas would be shut off. Other than that my gas line was fine and the digging would be only be about 3 ft. from the meter to the gas line. I immediately notified Roto- Rotor of Monroeville.Pa. to do the job. They informed me that they would have to dig up the entire gas line to replace the Riser and charged me 8882.00 to complete the job, which was done on June 7th. When the ******* *** technician returned to shut my gas on, he again expressed the fact that this company overcharged me for this service because it was not necessary to replace the entire gas line just to replace the Riser. When the crew and plumber returned to cover my line, they insisted that this was standard procedure. I also researched this topic and talked to other plumbers and found that this was NOT standard procedure and this company took advantage of my circumstances. Account # **-******** their number is ###-###-####

  Business Response

  Date: 07/06/2023

  Please see the attached contracts that the customer signed and agreed to. Customer stated that when ****** *** initially came out to inform him of a gas leak that his line was good and only needed a 3-foot dig.  If that was the case, then why did the customer agree to a 33' gas line service.  As a homeowner i would have questioned that and called other plumbers as the customer did after we finished the job. He had 10 days to get other opinions. We service customers to fix long term solutions and not a "quick fix".  This is why we put a 5-year warranty on our work. 

  I am not bad-mouthing ******* ***, but they have no idea the cost for plumbing. As a ******* *** customer, I can feel that they are expensive and overcharge me for the use of gas. I do not know the cost and details of ******* *** and why they price accordingly. Just as they do not know the details and pricing of plumbing since that is not their scope of work. 

  I am sure other plumbing companies can say things after the fact, but again they were not there to camera and inspect the line. They are just going off what the customer says, and I am sure they would take the opportunity to possibly have a future customer. 

  I apologize if the customer feels he was taken advantage of. We did the job correctly and the customer signed off on all paperwork. Customer had the opportunity to get different opinions and options from other companies and did not do that. 

  Customer Answer

  Date: 07/06/2023

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

  I was leaving town within that week and time was of an essence. The other plumber consulted was actually called by the ******* *** technician. Again, the gas line was not defective. I do realize that I signed the contract but I felt I had no choice at the time and was taken advantage of as a Senior Citizen.

   

  Business Response

  Date: 07/07/2023

  I understand that the customer stated he was going away and time was of the essence, but from a business standpoint that is not our issue. We completed the job to fix the long-term solution. I have delt with ******* *** on multiple occasions as a customer and i am not aware of them calling plumbers for their customers. I am by no means suggesting that did not happen for the customer, but if it did then why didn't the customer use the plumber ******* *** suggested in the first place. Our work passed ******* *** inspection and our work was done correctly. Customer had 10 days to call another company and get various opinions and options. The issue is resolved on our end. There is no defect in the work that would warrant a refund. 

• Initial Complaint

  Date:07/03/2023

  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.

  May 2023 RR came out to clear clog in washing machine line. Tech unable to locate clog, demanded payment of $374 and said specialist would be out to handle problem. Man came out and tried to sell me plumbing service to put in new pipes rather than find clog. I called RR back to find and remove clog. Another tech came out who found clog but could remove it.
  I called another plumbing co who was able to clear clog quickly.
  I called RR to speak with mgr- no return call. I emailed RR - no response.

  Business Response

  Date: 07/19/2023

  Roto Rooter Services Company dispatched a service technician to customers home per customers request on 05-27-2023 to clear a laundry line stoppage which was completed and given a 6-month guarantee and a $75 discount. On May 29, 2023 a project manager and technician ran a camera through the line to find the whole sewer lines are trench rotten from the cleanout towards the road and from the cleanout towards the house. When the technician(s) left the drain was working, but due to the corrosion of the cast iron a full load on the washer did not drain. As estimate was provided to customer for work to be completed that would take care of the issue of the laundry line. Roto-Rooter Services Company cleared the line, found additional issues and provided an estimate to prevent future stoppage. 

  The customer also disputed the charges with **** ** ******** but the dispute was reversed in our favor.  Attached out the invoices of work performed, provided to **** ** ******* and Roto-Rooters Terms and Conditions.

  Customer Answer

  Date: 07/25/2023

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