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

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

  
• 

  Roto-Rooter Plumbing & Water Cleanup

  1130 140th Ave NE Suite 305 Bellevue, WA 98005

• 

  Roto-Rooter Plumbing & Water Cleanup

  1750 S Finley Rd Lombard, IL 60148

• 

  Roto-Rooter Plumbing & Water Cleanup

  1060 Cambridge Sq STE D Alpharetta, GA 30009

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:06/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They started some plumbing work IN February and they have not completed the work. I SPENT OVER 20,000 ON DESCALING TWICE. I AM STILL HAVING THE PROBLEM AND THEY CAME BACK AGAIN FOR A THIRD DESCALING AND REFUSED TO GIVE ME AN INVOICE TO SHOW EXACTLY WHAT WAS DONE. I REFUSED TO PAY FOR WORK NOT COMPLETED AND IT IS STILL NOT WORKING PROPERLY AS OF YET

  Business Response

  Date: 07/05/2023

  We have communicated with the customer and performed all the work that was contracted for us to do.  The customer needs additional work which will require another contract and addition cost to the customer.  Nothing further for us to do until the customer agrees to the additional work.  

  Customer Answer

  Date: 07/19/2023

  Dear ****,
  
  This message is regarding the response to my complaint: ID ********. 
  I received a notice that my complaint has been closed and I would like to ask to re-open the complaint to review and add the following: 

  • Has the company addressed the issues of this dispute? No
  • If not, why? The company refuses to provide a detailed invoice to confirm the work that was agreed upon in the previous contract that was completed.
  • If an offer of resolution was made, has the company fulfilled the proposed offer? There was no resolution offered and our dispute remains unaddressed. 

  Thank you for your assistance. 
  
  Sincerely,
  ****** ******** 
  
  

  Business Response

  Date: 07/19/2023

  I
  have sent the lawyer and ****** all the information they requested from the
  last complaint. 
  
  I
  met the customer on site and explained to her and the lawyer the scope of work,
  when we were there, they both understood 
  That
  all scope of work has been completed and we need to collect on the 4800.00 
  
  I sent all the videos
  photos and contracts for her lawyer to review, that proves we have done
  everything we told her we would do.  

• Initial Complaint

  Date:06/26/2023

  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.

  June 23,2023, I had an issue with water backing up in the utility sink in my basement. This caused flooding of part of the unfinished part of my basement. Called Roto Rooter and they sent a technician to resolve the issue. He determined it was a blockage in the sewer line. He ran a snake from the curb and ran into a blockage stopping the snake. He did not attempt to unblock the line. He then ran a camera into the line and pointed out the blockage was caused by the terra cotta drain breaking and collapsing. This would require a new sewer drain. If they just cleared the blockage, it would collapse again causing the same problem. They would have to do a complete excavation of the entire line to replace it, digging up my yard from the house to the street. The cost would be discounted to $11,000. I was charged over $900 for the initial assessment. In addition, a Water Restoration Specialist came by asking to see the damage to the basement. I assured him all was fine inside. I called other services to get other ideas on the cost and any alternatives to the excavation. I found a company that could possibly do a much less damaging process at a much lower cost. They came out, snaked the sewer line and cleared the blockage. They also ran a camera the full length of the sewer line all the way to the basement utility sink and found NO break in the sewer line at all. The replacement was totally unnecessary.

  Business Response

  Date: 07/06/2023

  Spoke with customer and explained position. Customer was satisfied after speaking about service done at the property. 

  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:06/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Roto Rooter for a slow floor drain in my basement. They said I needed both the main line as well as the floor drain snaked for $700. I knew i was being overcharged but allowed the work. It wasn’t any better so I called them back out a couple weeks later and asked them to send a different worker. They sent the same guy and he said he would do it again but needed to call out his “boss” with the camera to see what could be going on. The guy with the camera said the pipe was clear but there was a problem with the pipe and it would cost 13k to dig up and replace the section of pipe that had “settled “ and was stopping the flow. I did not trust this so I called the city and they came out to check things and said everything I had been told was wrong and the pipe was 75% blocked (the same pipe Roto Rooter had charged me $700 to clear) The city snaked it for free and everything is running perfectly. I WANT MY MONEY BACK!!!!!!! Roto Rooter intentionally lied to me about what was wrong and never did the job they charged for.
  The field guys must get a cut of whatever they cheat the customers out of. There is no question they are a scam, this should not be ok.
  Give me back my money and stop cheating people, that is disgraceful.

  Business Response

  Date: 06/26/2023

  Spoke to customer first time out Roto Rooter opened her line up and charged. Second time out no charge and camera done city fixed on city side. No refund due to no charge on second time a the home.

  Business Response

  Date: 07/31/2023

  Attached signed invoice for customer. 1 signature for approval of work to be completed and the second signature after 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 ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  Lori Cvijovic
  

• Initial Complaint

  Date:06/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called for a slow tub drain. When ***** arrived, he made me sign a waver before he looked at the tub, and told me it’s standard and everyone has this. It excluded the company from damages unless it was negligent.
  He then said it’s just air and vacuumed the drain. There was no difference. He then snaked the drain with a cable using electricity, and as it gets so hot, he had to wear gloves with little stones on it. After that my tub was leaking from the bottom all over the floor. I told him it wasn’t leaking at all before. He said we don’t lift tubs.
  The next day when I turned on the faucet, it was like 100% of the water came flooding right onto the floor. I called an emergency plumbing and their 2 men had to lift up the tub. What they saw was a burnt out hole on the plastic ptrap the exact size of the cable put into the drain. They told me that a soaking tub without a vent or back flow is always slow and nothing is wrong with the drain. They told me that the snake cable never goes into the drain, and ***** was grossly negligent in putting it in there. It only goes into the overflow hole. I called Roto-Rooter, and he said that I signed a waiver so tough luck. The damages are in the thousands now, and still waiting for the replacement piece, which only comes in a kit. I feel Royo- Rooter should of sent capable men to fix this, or to pay for the damage and expense they caused.

  Business Response

  Date: 06/26/2023

  We have reached out to the consumer on multiple occasions to address her concerns but have not heard back from her.  

  Customer Answer

  Date: 06/26/2023

  Better Business  
  
  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,
  
  
  
  **** *****

  i have not heard a word from this company..no emails, no phone calls nothing!   Their release form was changed and crossed out making it totally null and void, as I was not aware that the job changed, and I was never asked to initial. 
  They need to pay for the repair for their damage.

  thank you,

  **** *****

  Business Response

  Date: 06/30/2023

  Called customer, her phone number was disconnected.  Sent an email, no response.

  Customer Answer

  Date: 07/03/2023

  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,
  
  
  
  **** *****

  Company has made no offer. They caused so much damage and thousands spent to fix their work. No wonder they get such bad reviews. This company is so dishonest. They even lie about not being able to reach me. They even have you sign a waiver, but change what was signed. This company should be closed down. When this goes public, I hope those reading this do not use them. 

  Business Response

  Date: 07/06/2023

  Customer is stating that Roto Rooter put a hole in her pipe while snaking the bathtub drain. Customer has had multiple plumbers work on this tub and we had customer sign a 'release and hold harmless agreement', before we started work on the tub drain. Customer was made aware that we do not remove tubs to find leaks.

  Customer Answer

  Date: 07/07/2023

  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,
  
  
  
  **** *****

  This company does nothing but tell lies. They were the first and only company I had called for a supposedly slow working drain. They put the hole in the drain pipe with their snake because they hire inexperienced people to work for them. After, I had to call a second company to repair their damage that they caused causing me thousands. They lie to get out of being responsible for damage they caused. Such horrible people! Such thieves! 

  Please anyone reading this, do not hire these crooks. Even their release and hold, was crossed out and changed, again showing what a dishonest and crooked company this is. They should lose their license, if they have not already. 

  Customer Answer

  Date: 07/13/2023

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

  The consumer alleges the damage was caused by the business' negligence. See attached Hold Harmless Agreement which indicates "This release and hold harmless will not apply to the extent a claim is caused solely by Roto-Rooter's gross negligence."

  Also see attached copy of invoice provided by the plumbing company who was hired by the consumer to address the concerns. Please note the paragraph pertaining to the hole in the pipe.

  
  

  Business Response

  Date: 07/13/2023

  Roto Rooter refund customer in full for the service provide  , customer singe waiver documents before we start the 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.
  
  
  Regards,
  
  
  
  **** *****

  i have now contacted my credit card company to dispute their charge that they billed me. If this company had any morals they would pay for their damages ( over $2500) that they caused by being so grossly negligent. All plumbers know that you never snake a corrugated pipe which was visible that I could even see it.  I hope no one uses this dishonest and incompetent company, even bring deceitful about not reaching me. Their agreement does not cover being grossly negligent, and also one that wording was changed after signing without even letting me know about or initial. 

   

   

• Initial Complaint

  Date:06/23/2023

  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.

  Main sewer line was clogged on 5/21/23. A Roto-Rooter (RR) tech cleared clog of root infiltration. Completed “temporary” repair was $431.14.
  
  On 5/25 Mr. E* R* (ER) from RR arrived approx. 10 am to perform camera inspection on 4” PVC sewer line to provide permanent repair proposal. Results:
  
  (1) Root infiltration approx. 14 ft from house
  
  (2) Bellied Pipe condition: “a section of pipe [that] sunk…creating a valley or dip…that restricts flow…” Repair method: “Open Trench...existing line...excavated, removed and replaced…” approx. 18 ft. long, marked on lawn.
  
  Since (2) encompasses (1), proposal was: excavate “up to 20ft...correctly pitch pipe” for $6,272.40. $3,136.20 (50%) req'd deposit paid by credit card.
  
  1st RR tech/plumber arrived approx. 1 pm on 5/25 with a 2nd at 2 pm. Using camera, Techs determined Pipe had no long “belly.” For (2), Techs found broken elbow joint approx. 1 ft. from the house, trenched approx. 66" & replaced PVC; for (1), separate 28" hole dug & pipe repaired; completed by approx. 4 pm.
  
  Homeowner home entire time & witnessed times: total repairs approx. 10 person-hr. (Techs + Mr. ER + inspector) + $200 of materials.
  
  Homeowner requested cost adjustment to reflect actual repairs, not erroneous diagnosis of (2). Mr. ER only offered to lower $6,272.40 by $431.14 pd 5/21. Homeowner refused to pay add'l $3,136.20. Note: for 10 p-hr. of work, $6,272.40 is aprox. $600 per p-hr.
  
  Homeowner contacted Mr. ER on 5/30 for resolution, and was told Excavation Manager (EM) would call. On 6/9 Homeowner called RR main Charlotte office & left 2 messages. Homeowner called & texted Mr. ER again on 6/9: told again EM would respond.
  
  6/10 - Homeowner learned RR charged credit card $3,136.20 on 5/31 without authorization. Charge has been disputed.
  
  Homeowner called RR main Charlotte on 6/20, spoke with an employee, was again told EM would contact Homeowner. As of 6/23/23, Homeowner has not been contacted by any employee of RR to discuss 5/25 repairs & costs.

  Business Response

  Date: 06/27/2023

  I called this customer and left a vm.  Our excavation Mgr says he had spoken with the customer but has not been able to reach him again to discuss the resolution.  Mr volta (Charlotte's exc mgr) is goijg to make further attempts to reach the customer and can be reached via email also. 

  Business Response

  Date: 08/04/2023

  We have offered the customer $1,700 off of the original price that was completed of the work needed and contracted price.

  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.

  Roto Rooter has processed a $1,700 credit to Homeowner.  However, this was done unilaterally:  this does not represent an amount agreed on by Homeowner.  The original full price quoted, less $1,700, is still over $4,500, which represents approximately $450 per person-hour for the work performed.  As stated multiple times, this is not considered a reasonable rate by Homeowner.

  Roto Rooter stated that they have "...offered the customer $1,700 off of the original price that was completed of the work needed..." however, the original price reflects work that was neither needed nor performed.  As previously stated:  Roto Rooter quoted a price to repair a bellied pipe that required a trench to be dug somewhere between 18 ft. long (per lines spray painted on Homeowner's lawn and reflected in photos provided by Homeowner) and 20 ft. long (the maximum length of the trench needed, per the Excavation Plan).  The pipe was not bellied, so Roto Rooter did not perform the quoted work.  Roto Rooter's latest reply implies that the quoted price, referred to as the "contracted price," was accurate for "the work needed."  No, this work was not needed, because there was no bellied pipe.  One of Roto Rooter's previous replies - that they want to charge as much for the repair actually performed, which required the excavation of approximately 32 cu. ft. of dirt, as they estimated for the repair of a bellied pipe requiring the excavation of 120 cu. ft. of dirt - is not considered appropriate or justifiable.  Homeowner would never have agreed to pay the quoted amount for the excavation of a mere 32 cu. ft. of dirt.

  Homeowner repeats the request that Roto Rooter propose a reasonable charge for the approximately 10 person-hours of labor performed, since the original scope of work was not performed, and so the original quote is not considered valid by Homeowner.

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

• Initial Complaint

  Date:06/22/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had work done by my local Roto-Rooter in September 18 2021. When I discussed payment with the employee that was getting the payment, he advised me that I could finance the purchase. I was advised that there would be no interest charged and no penalty if balance paid off early. That sounded very good , so I agreed. He apparently checked my credit on the spot and said everything was taken care of. I subsequently received a credit card from ********* Bank. The brochure that contained the card didn't say anything about a promotional period. I have been paying every month on time, on line. I noticed that the balance on the loan was back to the amount I originally owed with my last payment. The original amount was $15713.68. I am making a payment of $394.00 each month , My due date is the 13th of each month. It shows I owe $15193.63. How can I solve this problem, as I am back to where I started. Your help is appreciated.

  Business Response

  Date: 06/22/2023

  all finance issues had to be signed off on by the customer. Issues with payment need to be taken up with ********* bank as they will not speak to us about customer accounts.

• Initial Complaint

  Date:06/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November 2021, my wife and I were preparing to have wood floors installed in our home. My wife began packing personal items in each room in boxes. When she reached the dining room, she noticed a fuzzy something behind the china cabinet and asked me to come and look. I told her it was mold. In June 2019, we had water damage from a washing machine and had water mediation by **** *****. Apparently when **** ***** did the assessment in 2019, the china cabinet, which was never moved, had water behind it and caused damage. My wife contacted our insurance company (****) and **** instructed us to have a plumber come out to determine if there was a new leak. Roto Rooter was called and determined no new leaks. Immediately Roto Rooter brought in machines and equipment to cure the mold issue. Roto Rooter recommended Luce Air to come in to do an assessment. **** was contacted with all of the details. One day my wife walked into the home, our garage had items from the kitchen and pantry and she could barely get inside. Once inside, walls, moldings and materials had been removed from the dining room, pantry and garage (without our permission). We have never received any pictures or an explanations from representatives of Roto Rooter regarding the materials removed from our home. Prior to the discovery of the existing mold issue in the dining room, my wife fell and suffers from a concussion and a brian injury, she should not have signed and/or agreed to any legal issues, due to her injuries. As of today, Roto Rooter has not explained their $11,442.90 bill regarding the November 2021 bill. We called Roto Rooter in 2021 and 2022 for explanations and sent a letter in May 2023 asking for the same explanation, as of today, no reply or answers from Roto Rooter, simply a Lien on our home for a bill Roto Rooter. We had to pay for all repairs in the kitchen, garage and dining room and we had to move all items back into the kitchen and pantry. The mold came from water 2019 not a window.

  Business Response

  Date: 06/22/2023

  Good afternoon, 

  We have provided documentation of communication with the customer. We will not be issuing a refund of any sort. We will not be removing the lien. 

  Customer Answer

  Date: 07/06/2023

  The consumer has rejected the business response.
  

• Initial Complaint

  Date:06/18/2023

  Type:Billing 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 had called Roto-Rooter for a repair on a toilet, including fixing the flange and getting everything refastened. This work went fine and the technician did his job on this front.
  
  However, two things happened afterwards.
  
  The first is that the person assigned to the job refused to take a credit card payment because "he didn't clock out for lunch." I had to go meet my family for lunch but he refused to leave without payment and he couldn't take a credit card, IN SPITE OF THE FACT I had asked the company beforehand if they take credit cards. I ended up giving him a check as a result.
  
  He also demanded I give him a tip separately on his Zelle account instead of on the check itself. He said this was company policy but this sounded absolutely suspect.
  
  I have no problem with the work the employee did, but the payment options just leave me questioning if I should do business with these guys again.

  Business Response

  Date: 06/27/2023

  Spoke with Mr. *******, I apologized for not being able to take the credit card. I explained that our tech was new and was not sure how to take the card while he was at lunch. Mr. ******* was very appreciative of the call and understood the explanation for the mistake. He said he will be removing the complaint with the BBB and we are his first call for any future issues.

  Customer Answer

  Date: 06/27/2023

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

• Initial Complaint

  Date:06/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The tech broke my trap in my shower causing thousands of dollars in damage to my home. He told me he would do a snake but didn't and charged me for it anyway. He told me the shower was draining but it's not. Here's the worst part, since he destroyed my shower, if I run any water from it then the whole area floods including the adjoining hallway and bedroom. The shower has never done that before. I called and talked to the manager and he sent another tech. Except it was the brother of the first tech and he was equally apathetic and incompetent. He walked in, turned my shower on for 10 seconds and told me it was fine and left. These guys are con men and need to have a DOJ investigation. After this BBB complaint, I'm writing online reviews and will be calling the local news at a minimum.

  Business Response

  Date: 06/20/2023

  We have reached out to the consumer, initial contact I have refunded the service charge of $300 as our technician did not snake the drain only used a wet/dry vac to suck out debris from the drain. I am sending a new tech on Thursday June 22 to have a look at the drain to see if there is more we can do. Will add additional comments once a new inspection has been done. 

• Initial Complaint

  Date:06/16/2023

  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.

  Called Roto Rooter for bubbling toilet. Technician ***** came. My wife told him toilet is bubbling. He didn't check it. He didn't give my wife a price either. He ask my wife where my cesspool was and didnt check that either. He went to his truck got a snake and snaked my vent front of house in 15 minutes. He comes in start chatting with my wife about is kids burning time and gives her stuff to sign. I came home from and asked ***** what he did he said my main was clogged. I ask him you snake stuff out he said no. I went outside with him to dig my cesspool cap. I said to him it's full. He goes your right. He charged my wife $737.74 with the same problem happened again after he left he that he said he fixed. I called a cesspool company and he emptied my cesspool for $543.12.He said that's why the toilet was bubbling. There was no main line issue stated that ***** the technician said. My wife and myself were lied too. I want a total refund for a service that was not necessary to do at all. If Roto Rooter was honest they would check toilets for flushing or any type of drainage issue before they slap you with a bill for a job they know wouldn't work in the first place. The Cesspool company did a great job and I have no problems after they left.

  Business Response

  Date: 06/17/2023

  The customer was aware of the pricing and aware of the work needed.  The technician snaked the line and heard the water drop into the pool, but told the customer that it sounded as if the pool was full because he could hear the water and it was almost right away.  We explained this to customer.   There was 2 separate issues, we offered the Customer a $100 discount.  The customer again was aware of pricing and work that was needed to be done 

  Business Response

  Date: 06/19/2023

  181 has been refunded to the customers card 

  Customer Answer

  Date: 06/21/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. I want $81 credit for 1 gallon liquid roto rooter that manager ** said to me by phone. I told him I have it and he would contact office monday morning to approve it. Keep your promise Roto Rooter!!
  
  
  Regards,
  
  
  
  ****** *******