Complaints

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

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• 

  Roto-Rooter

  2125 Montana Ave Cincinnati, OH 45211-2741

• 

  Roto-Rooter Plumbing & Water Cleanup

  87 Carando Dr Springfield, MA 01104

  
• 

  Roto-Rooter Plumbing & Water Cleanup

  6356A Corley Rd Norcross, GA 30071

  
• 

  Roto-Rooter Plumbing & Water Cleanup

  1750 S Finley Rd Lombard, IL 60148

• 

  Roto-Rooter

  1691 Town Center St Aurora, IL 60504

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:07/03/2023

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

• 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.

  I called Roto Rooter in Stoughton MA and spoke to a woman and told her I had a clogged shower and sink. I told her it was on a concrete slab and some jack hammering would probably be necessary to get to the pipes and trap that were blocked (picts sent}. On 6/20/23 a Roto Rooter technician showed up and looked at problem. When he looked at the area to be worked on he said he doesn't have a jack hammer and recommended that I go rent one and connect the pipes myself. I then told him that's why i called them to fix the problem. He then said he was told that he was only there to fix a leak. He also said it looked like all the pipes would have to be replaced also and that would require a permit. I told him I needed to do whatever was necessary to fix the problem and unblock the clog. He then called his supervisor and told him he needed a jack hammer to break up some concrete and get to the trap. They had to call in a second technician who was a hour away. his boss said it would be a big job and take most of the day and would cost $4000.00. for two technicians. The first techician said they were only gonna fix the clog and just call it as a repair with no permit and I would have to worry about fixing other hoses and lines. I said ok cause i needed it fixed right away. I was out in the yard and after just three hours he came out and said they were done. I was shocked at how fast they were done and asked what they did. They said only jack hammed a small section to get to the trap and connected one pipe ran a pipe up so could snake a line in future and ran a snake through lines to make sure cleared. (picts sent). Im disappointed from start to finish that they didnt come prepared, told me it would be a big long job and would take most of day and were done in three hours and told me I should go rent the equipment and material and fix myself and then the amount of money they charged me $3,735.44 labor for two men three hours for total of $4000.00 very unsatisfied from start to finish, please get back to me thank you. they did not do any work to existing pipes and hoses just silver section on bottom connecting one pipe to the trap.

  Business Response

  Date: 07/03/2023

  Customer agreed to proposed work via signed contract

  Customer Answer

  Date: 07/10/2023

  I am responding to Roto Rooter's answer. I am very disappointed with their response to this matter, I was misled in the amount of work that needed to be done and the amount of time it would take for the work that needed to be done. They did not pull a permit and considered it just a repair when the technician there new all the pipes and hosed needed to be repaired. It was like they didn't want to do the work that was needed to do the job right and just wanted to do a quick fix and charged me a arm and a leg. the technician told me I should go rent a jackhammer and do the work myself, when i called the managed *** and asked him how he came up with the $4000.00 amount he said they charge $384 a hour labor, even if that was so $384 * 6 hours of labor which was for both workers 3 hours each only come to $2,304 plus $249.00 for parts still only makes it $2,553.00 so please explain to me where the $4000.00 came from thank you.

  Business Response

  Date: 07/10/2023

  Roto-Rooter
  presented the customer with price for installation of clean out and cabling of
  drain on 6/20; Customer agreed to proposed work and price and signed work
  authorization.
  
  Work was
  completed in full on 6/20.  Customer signed off approving the completed
  work and payment was collected in full at time of service.
  
  Customer
  was charged according to Roto-Rooter pricing policy. There will be no refund issued
  
  

• Initial Complaint

  Date:07/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rotor-rooter was our second phone call to come see what our problem was and how much it was going to cost to fix. Supervisor came and told us we had a bellied pipe in our hallway right outside our secondary bathroom. He told us that they would need to cut the floor up in our hallway and replace about 10’ of pipe and would cost us $6k. We gave him the go ahead. They came and did the work over the weekend. However, the guy ripped up our bathroom and lifted the toilet flange as the “repair”. He didn't even touch the bellied pipe. They came back out and proceeded to repair the 10 feet of pipe that was originally discussed. However, this did not fix the belly because they stopped right at the top where the pipe had been bent from the house settling. They had their master plumber come to better assess the problem. He told us the repair needed to go all the way to the septic tank, which would be out through our kitchen. The new repair was going to cost us $20k on top of the $6k we already spent. They did deduct the $6k from the new quote at least and they did complete that work.
  
  However, I have been trying to contact them for the past few weeks now and I have been blatantly ignored. I am worried our toilet flange is sitting too high because the first repair they did was incorrect. It's also come to my attention that there should have been a building permit to do this work. I asked the master plumber at one time if we needed a building permit because of how extensive this repair was and he said no. According to the county, there should have been a permit from the get go.

  Business Response

  Date: 07/06/2023

  We are currently in contact with the customer and the County regarding the building codes to assess what the next steps are to resolve the issue.

  Customer Answer

  Date: 07/10/2023

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

  There has been no further contact from Rotor rooter as to moving forward after I gave them all the info from the county in regards to the permit and who to talk to. 

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

  Business Response

  Date: 07/13/2023

  We have been in contact with the County for permits for the work that was done at the customers property.  We are currently waiting on permit approval so we can move forward with having the line inspected.  County inspector let us know that a camera inspection will suffice once the permits are approved.  

  Customer Answer

  Date: 07/27/2023

  Roto rooter finally got the permit and came out with the inspector on July 18. The inspector signed off that the new material that was installed was passing. However he mentioned that right at the transition from the old pipe to new pipe was retaining water and needed to be addressed. Roto rooter said they would have 2 guys along with the plumbing manager out here the following Tuesday to do the work at no charge. However tuesday July 25th I had to start reaching out after 10 am, as no one had shown up. One person finally showed up after 1:30 pm. He put a camera down our Master bathroom toilet and took some video. All the while making it sound like there's nothing he can really do and left. I tried contacting Brian after he left to figure out what was going on. With absolutely no response until I tried texting him again this morning. I have put off having new cabinets installed(this plumbing problem has turned into a whole house remodel because of this). I really can't wait any longer, as my wife and kids have to be back in ******* for school in a couple weeks, and I need to have a functioning house. 

  Business Response

  Date: 07/27/2023

  Customer contacted by EXC
  Manager.  EXC Manager has advised
  customer on possible additional solutions to their plumbing issue.  At present Roto Rooter has provided repairs
  as agreed.  Additional unforeseen repairs
  can be performed to optimize the existing DWV system after initial partial upgrades.  Additional partial upgrades may be needed as an
  additional scope of work.  Customer to
  determine how they want to proceed.

• Initial Complaint

  Date:06/30/2023

  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.

  I was quoted $785.00 total to repair leak. This was after the plumbers found the leak. $500.00 was to find the leak and $285.00 to make the repairs. I told them to go ahead with the repair.
  When they were done they presented me with a bill for $2231.61!! what the heck! We were at the home the entire time and at no time did they try to let us know the bill was going to more than double. They told me that they cut out work that a previous plumber had done because they didn't like the fittings used. They wanted to change the fittings to a new style fitting. They also said the old repair was adequate and was not leaking. They just didn't like the shark bites that were used. Problem is, the work they cut out was from another plumber that worked for Roto Rooter. I feel they need to refund me everything except what was quoted.

  Business Response

  Date: 07/01/2023

  I spoke with *** **** today and we agreed that the work was done well, and they have no issues with the repair.  I agreed to reduce the bill by half. *** **** seemed appreciative.

• Initial Complaint

  Date:06/30/2023

  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.

  5/6/23, we found water in our safe room floor, called Roto Rooter and Chris P****** came out, I signed form allowing him to enter our house and take pictures of the safe room and form so he could speak with insurance company. On 5/7/23, employee Melissa came out without equipment she need to get job completed that day, she called supv Michael H**** and discussed price of job. My husband was beside her when she was speaking with supv who told her cost was between $2,500 and $3,500, but use her judgement. She told my husband $3,000. My husband told her to go ahead because if ins. co. did not pay that we would. She did not complete job that day and said she would be back by 11:00 next day to finish. She never showed next day and when my husband called, he was advised they did not come back because they were not sure they were going to be paid. The co. sent another employee, Maurice and his co-worker on Wednesday and he confirmed with my husband that he was told cost would be $3,000. They began to get water out of safe room. They did have dehumidifiers and fans in safe room to help dry it. Had to use our plastic bin to drain dehumidifier in as they did not have anything. Did not finish that day, said would be back next day to finish. Never showed next day, did not call. Bin was getting full, my husband called co. 4 times and I called six times because bin was going to overflow and room would be flooded again. We had to borrow a pump to pump water out of bins because of our health issues. No one ever returned our calls. Marice and co-worker showed up on Saturday stating the co. sent them on another job. They completed the job. We have tried to settle this with the co. but they refuse to work with us. I am 75 and my husband is 66. The supv lied at first about talking with Melissa about the price but then later when speaking with my husband he did confirm he remembered speaking with her. We were treated very badly by this company.

  Business Response

  Date: 07/10/2023

  We spoke to the customer and issue has been resolved.

  Customer Answer

  Date: 07/12/2023

  I received email today from BBB with statement from Rotor Rooter stating this issue had been resolved.  We have not heard from anyone except today Jennifer with Rotor Rooter called about the past due billing.  This issue has not been resolved.  

  Business Response

  Date: 07/14/2023

  *** ****** has offered a settlement of $5500 on the account. We will discuss and reach out to her on Monday. 

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

  We have not heard from anyone about resolving this issue.  This is another case where the company has lied to everyone, including you.  Last Friday morning I called and spoke with Jennifer and she said she would get with Michael H****, supv., and either he or she would get back with us on Friday.  We heard from no one.  Again today, they advised you they would reach out to us today to get this resolved and we have heard nothing again. 

  Business Response

  Date: 07/18/2023

  Spoke with ** ****** regarding the complaint on 7/18. We are willing to negotiate the balance due down to $6750 and he refused that offer. We have paperwork signed by ****** ****** stating an estimate of $4000-$9500. It also clearly states the scope of work and what we were charging for on the job. I told ** ****** I will discuss it with my GM tomorrow and will call him back on 7/19

  Customer Answer

  Date: 07/19/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the busness 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,
  
  
  
  ****** ******

  We did speak with him and we did offer $5,500; however, we also told him that I only signed two papers on the first day that Chris came out.  One was for him to come into our home and take pictures and the 2nd one was for him to be able to speak with our insurance company.  I never signed any other documents.  They did send documents through Docusign but I never signed them because of the difference in price we were told.  It appears that someone at the company forged my signature on the Docusign paperwork and forged my initials.  I am left handed so there will be a difference in how the signature and initials appear.  We will agree to pay the $5,500 but no more.  Their itemized bill indicates over $1300 for things that were not done, like carpet and carpet pad removal.  This room was unfinished.  It only had a concrete floor. Also it indicates there were 2 pressure washing done.  There was no pressure washing performed at all.  We also had to empty the bins because their employees did not return when they were scheduled and if we had not borrowed a pump, water would have flooded the room again and we would have had to start all over.  

  Business Response

  Date: 07/21/2023

  Customer offered settlement. Will respond to customer before end of day with an answer regarding our decision.

  Customer Answer

  Date: 07/21/2023

  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.  We offered $5,500 even though the company forged my name on documents.  The company accepted this offer today!!! and we have made payment to the company by credit card.  We have a signed letter from the company advising they accepted our offer of $5,500 and that this will rendered our account with a zero balance.  thanks for your help in this matter.
  
  
  
  Regards,
  
  
  
  ****** ******
  

• Initial Complaint

  Date:06/30/2023

  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.

  On June 29th, 2023 I had Roto Rooter come out because I had a backup in my mainline that was causing flooding. The only reason I called Roto Rooter was because it was late and my regular plumber was closed. The person I spoke to, Craig said he would do a camera inspection once the pipe was cleared to see what was going on. The plumber that came on 6/29/23 used an auger to clean out the roots that was blocking the line. He charged me $739.74 which is way above the average price to remove roots. My basement was flooding, so I didn't have much of a choice. The next day the camera guy comes. Of course he says my pipe is in bad condition with multiple cracks and wants me to get some type of lining for $10,500. I don't have that type of money on hand, so he says he can do a water jet cleaning for 2k in the mean time. He tells me that there's still roots in the pipe that can cause a backup and I shouldn't use my washing machine because it can flood again. What's the point of getting my pipe augered and paying $739.74 when it can still flood? The plumber sent on 6/29/23 was supposed to remove all roots to prevent this. That's the service I (over) payed for. The business has not tried to resolve this problem. Invoice # **********

  Business Response

  Date: 07/01/2023

  Sent a senior tech to reclean line and camera

• Initial Complaint

  Date:06/30/2023

  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.

  The week of May 22, 2023, I placed a call to Roto-Rooter for a drain in my boiler room. Two of their service men came out and tried to unclog the drain. They said they needed to camera the lines. We were told the diagnosis was a rocks & crack inside the main pipe to the septic. They showed us outside and also sprayed green paint on the concrete where they would need to dig a hole in order to get to the pipe where they saw the rocks. They told us to leave the water shut off.
  The concrete pad that was removed is 125” in Length 104” is the widest point, 62 1/2” is the narrowest point. The entire concrete pad was removed at the very beginning of the job. This was the only concrete removed. However they did not dig all the dirt away. The dirt was sandy and no rocks. They wanted $12,402.00 for the first dig. There was no rocks nor break in the pipe. They now claimed the grade is off and charged us another $10,545.00 for digging rest of the dirt. The hole was not that big. So total bill $22,947.00 and they said that total was with a 10% discount. We called in a 3rd party, they checked out their work and camera the entire pipe. They said a job the size of ours should be around 3,000 however when work is done on a MISDIAGNOSIS the company is totally responsible. Also there is now a grade issue where they connected the pipe. I have contacted RR corporate office and also emailed what happened with pictures and third party report. I was told by the guy who ran the job I will need to pay the 22,947.00 I already received a 10% discount. My husband and I feel like we were taken advantage of. The job took them around 2 weeks. And our water was shut off during this time. They put us in a situation where we had to continue on with Roto Rooter. We have not paid any of the money. It also turns out the issue was high ground water. There was nothing wrong with our system. But now we do have an grade issue due to where they cut the pipe. Also the pad of concrete has small divots in it.

  Business Response

  Date: 06/30/2023

  We did not tell homeowner it
  was rocks or a break in the line we have a video recording with audio stating
  that we see something but we don't know exactly what it was causing her to back
  up but a spot repair was offered to remedy the situation and she agreed. After
  exposing line and removing blockage I brought to Thier attention the back grade
  in the line, I spoke with *** and her husband by the horse stalls stating
  that the grade issue was not an emergency and the repair made that day would
  fix their problem, they said lets get it all done while concrete is out I said
  ok and sent them a proposal that same day.  I also have text messages with
  homeowner prior to starting the additional work explaining the charges and her
  agreeing to them. Later that evening *** called me to tell me there was water
  in the hole (the pipe you see in picture is a piece of scrap not the repair and
  I told her that) I then informed her that this was ground water coming in and
  that the tank was also full again she was surprised because water has been off
  since it was pumped last I explained to her the ground water issues all around
  the greater salt lake area. I asked for her to have tank pumped before we start
  the second phase of work I have text messages from her stating tank has been
  pumped and they are ready for the work. We video inspected the line and it is
  in perfect working condition, When we inspected line the husband was there and
  on the video you can clearly hear us tell him we will provide a copy to him and
  asked him to watch live with us. Both the pre and post video inspection has
  been sent to ***. Work is complete and the back grade issue is resolved the
  settling at house is 40’ away from our repair and we made her aware of it she
  acknowledges in the complaint she filed with us that we made her aware of that
  section. The entire job was done in a week including the change order and her
  water was off for 2 days we did not tell her to turn water off. after work was
  complete I received a text from *** asking me where to send payment I gave her
  the address and she said she would send a check and then thanked me for taking
  such good care of her. I have included all text messages with *** in this
  response. Roto Rooter went to great lengths to take care of her problem in a
  timely manner and we fulfilled our obligations we have all documentation needed
  to prove this if necessary.
  Thank You.
  Darryl A*****
  Roto Rooter excavation Manager ###-###-#### 

  Customer Answer

  Date: 07/04/2023

  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 are included below.
  
  
  Regards,
  
  
  
  *** *******
  

  Business Response

  Date: 07/06/2023

  We did not tell homeowner it was rocks or a break in the line we have a video recording with audio stating that we see something but we don't know exactly what it was causing her to back up but a spot repair was offered to remedy the situation and she agreed. After exposing line and removing blockage I brought to Thier attention the back grade in the line, I spoke with *** and her husband by the horse stalls stating that the grade issue was not an emergency and the repair made that day would fix their problem, they said lets get it all done while concrete is out I said ok and sent them a proposal that same day.  I also have text messages with homeowner prior to starting the additional work explaining the charges and her agreeing to them. Later that evening *** called me to tell me there was water in the hole (the pipe you see in picture is a piece of scrap not the repair and I told her that) I then informed her that this was ground water coming in and that the tank was also full again she was surprised because water has been off since it was pumped last I explained to her the ground water issues all around the greater salt lake area. I asked for her to have tank pumped before we start the second phase of work I have text messages from her stating tank has been pumped and they are ready for the work. We video inspected the line and it is in perfect working condition, When we inspected line the husband was there and on the video you can clearly hear us tell him we will provide a copy to him and asked him to watch live with us. Both the pre and post video inspection has been sent to ***. Work is complete and the back grade issue is resolved the settling at house is 40’ away from our repair and we made her aware of it she acknowledges in the complaint she filed with us that we made her aware of that section. The entire job was done in a week including the change order and her water was off for 2 days we did not tell her to turn water off. after work was complete I received a text from *** asking me where to send payment I gave her the address and she said she would send a check and then thanked me for taking such good care of her. I have included all text messages with *** in this response. Roto Rooter went to great lengths to take care of her problem in a timely manner and we fulfilled our obligations we have all documentation needed to prove this if necessary.
  Thank You.

  Customer Answer

  Date: 07/12/2023

  
  

  I have attached the requested documents. Please note on the AOS report they are showing the connection competed by Roto Rooter has a sag in it. So it was not done correctly. Darryl who is Roto Rooters Qualifier whom holds the Utah State S410 license for working on septic systems, was not even on the premises when the two Roto Rooter men were working on the septic system. He was out of state at a conference. I believe the license requires him to be on site. 

  AOS Ben W*** ###-###-#### told us if any one has questions they were welcome to call him

  Business Response

  Date: 07/14/2023

  Our stance remains the same that the work was completed per industry standards and has been coupled with a 5-year workmanship guarantee. After diagnosis of problem on both occasions Roto-Rooter corrected all issues with sewer line in a timely and professional manner.

  Thanks

• Initial Complaint

  Date:06/30/2023

  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.

  I called Roto Rooter because my home a* *** ******** *** ** *********** ** ***** had a backed up issue. After the arrival they called me and said it would be 1,400 dollars, then they said it need to be scoped with a camera, then they said it would be 2,200 dollars and then they called and said they need to cut open my wall to review the pipe and then they said I need to spend about 18,000 dollars to repair the pipe in the basement.
  
  I had another plumbing company to the house and they were able to flush the system for 600 dollars and everything is working. Now I have a ripped up wall and they spray painted my floor $2,371.14 is the money the still have of mine. The fact they were trying to fleece me and the fact that they destroyed parts of my home, the very least is a full refund. I called them on 6/21/23 and the new company resolved it on 6/29/23

  Business Response

  Date: 07/03/2023

  Spoke to ****, he said the work we did was unnecessary. He had another company come out and they hydro-jetted his line and opened it from a different access point. I'm just waiting to receive the invoice confirming that the other company opened his line from a different access point and not from our clean-out we installed. Once I receive ****** invoice, I'll update this complaint with our position.

  Customer Answer

  Date: 07/08/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response and I am working to get the invoice from the other company. They need to come back as the work Roto-Rooter did in my home is leaking raw sewage into the walls, which has resulted in two wall repairs (minimum) now, along with paying the other company to fix this area. The other company has work to do on Tuesday 7/11/23, I will send an updated invoice after that. I accept the response for now but I would like to keep this open as the response is not action on Roto-Rooter 
  
  
  
  Regards,
  
  
  
  ******* ******
  

• Initial Complaint

  Date:06/29/2023

  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.

  - Job ID: ***********
  - Technician came on June 21st to change water supply line for both toilets
  - Technician provided a quote for the job but later said they couldn't do it and suggested buying a new toilet
  - Charged $200 for "service charge" despite not completing the job
  - Two days later, new toilet I have ordered arrived and I requested service again, NO QUOTE given this time
  - Took approximately 1 hour for the technician to install the toilet
  - Asked to pay $1116 for the installation ($916 + $200 previously paid)
  - Questioned the pricing and technician offered $693, with no specific labor rate provided
  - I considered $693 to still be an excessively high price for a toilet installation
  - Office personnel threatened to send the bill to collections when questioned about the charges
  - I'm Requesting an adjustment to the bill.

  Business Response

  Date: 07/07/2023

  Plumbing manager spoke with customer several times during and after the work was completed. Branch already adjusted invoice to $493. Customer is refusing to pay. Branch will offer no further adjustments on the invoice. 

  Customer Answer

  Date: 07/07/2023

  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.
  
  
  

  The branch didn’t adjust the charge to $493, I was charged $200 prior to the service which resulted a total charge of $693.

  The bill amount has already been paid in full.

  Regards,
  
  
  
  *** ***
  
  

  Business Response

  Date: 07/12/2023

  Roto Rooter flat-rate pricing to install a customer provided toilet is $693. Due to the amount of hours several technicians spent on both tickets, the branch stance is that any discount below flat-rate pricing is not warranted. 

• Initial Complaint

  Date:06/29/2023

  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.

  Had raw sewage back up into the basement of the house. Called Roto-Rooter Friday June 2 or 9, and they came out that day and said it would cost $11,000 dollars for them to come out, dig up where the pipes that leave the house connect to the pipes that go to street. They needed to replace those pipes and clear a blockage between the street and the house. They said they would not do anything until we gave them half up front, we said well we don't have that right now. Rep said that's fine but they would get someone out to clean up the raw sewage because insurance would pay for that. No one ever came to clean that up to this day. Following week we told them we could get the $5K to start so the did the next day. That day they broke the water line feeding clean water into the house. They left that day without telling anyone if it was fixed or not. Spent the night with no water to drink, cook, clean or bathroom purposes. The next day they came and finished the job. When they left they left all the busted pipes laying in the driveway. When we tried to use the washing machine a day later the basement flooded again. They are saying that they did what they said they were going to do and we have to pay them or they wont get their commissions. They are threatening to put a lean on the house as well. They said the problem is under the street and that we need to contact the city and pay our bill. I told them I am not paying them for something that they did not fix. The city said we were ripped off and gave us some plumbers to contact to get it fixed and also said they will not work with Roto-Rooter. The plumbers we contacted also said Roto-Rooter ripped us off and that they have a history of that. It has now been a month since this started. There is still raw sewage in the basement and we cannot take showers or do laundry without flooding the basement. Roto-Rooter calls daily demanding their money while showing zero concern for our situation. I have never seen a bill for services

  Business Response

  Date: 06/30/2023

  Please provide me
  the full service address, including zip code, so I can look into this…Thanks!

  Thank you,
  Pat S******
  Customer Satisfaction Manager

  Customer Answer

  Date: 07/01/2023

  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,
  
  
  
  ****** ****