Business Profile

Plumber

Roto-Rooter

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Pattern of Complaints

Complaints

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

Customer Complaints Summary

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

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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:04/14/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 31, 2025, I contacted Roto-Rooter for a basic toilet repair at my home in ****** **. The technician (Sammy) was professional and completed the job in under 45 minutes. However, I was charged $445 for the service, which is highly excessive for such a minor repair.
I reached out to the company via email immediately after the visit, requesting a partial refund due to the disproportionate pricing. I received no reply for over a week. Only after I publicly revised my online review did someone respond—specifically a hiring manager named Sam ********.
His response did not offer any real refund. Instead, he directed me to a $75 online coupon, which is already publicly available to all customers. This was presented as a resolution, which I find deceptive and dismissive of the actual issue.
At no point did the company acknowledge the excessive pricing or the delay in responding to my complaint. Their communication only came after public pressure, and what they framed as a goodwill gesture was nothing more than standard advertising.
Business Response
Date: 04/18/2025
Roto-Rooter called & tried multiple times to contact **** ******* with no luck. Roto-Rooter refunded **** ********* money.
Customer Answer
Date: 04/18/2025
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:04/14/2025
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.
Roto Rooter sent Steven **** to my home on June 3 2023 to fix a pipe outside my wall in my downstairs bathroom that pipe now has a crack in it I called root rooter they sent out Mel. Mel didn't investigate or look thoroughly he was worried about being paid I asked him to call supervisor they refused to let me talk to Matthew unless I agreed to pay again roto rooter has gotten over 22 thousand dollars from me because I recently had to file a claim what's crazy is it looks like that leak has been there for a while with the other leak because we couldn't figure out why water was under the bathroom sink they just chalked it up to the current leak problem whole time there were two leaks one from 2023. when trying to get names customer service and dispatch refused. mell and Matthew says its normal for pipes to leak after 2 years I am reporting their license I either wants my 375 back from that job or my pipe fixed or me reimbursed if I have to pay someone else to do it.
Business Response
Date: 04/15/2025
Original work order ******** completed 6/3/2023 (Attached)
and was given a 6 month guarantee on the work. Did not hear back from the
customer again until 2/21/25. Additional leaks almost 2 years later are not
covered under our warranty. We offered to fix his new issue for a cost, but the
customer refused.
Customer Answer
Date: 04/15/2025
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.

Pipes have more than a two year life span pipes dont just get cracks after two years my house is over 21 years old and pipes just started to go bad you have a reputation at this location to do faulty work and continue ton charge people to fix it I am still reporting your license to the state licensing for plumbers because this is unacceptable

Regards,

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

Business Response
Date: 04/17/2025
Original work order ******** completed 6/3/2023 and was given a 6 month guarantee on the work. Did not hear back from the customer again until 2/21/25. Additional leaks almost 2 years later are not covered under our warranty. We offered to fix the new issue for a cost, but the customer refused. Unfortunately our warranty is not unlimited since a lot of conditions in the home can change in 2 years.
Initial Complaint
Date:04/13/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4/11/25, I contacted Roto-Rooter to address a clogged main drain at my residence. The technician identified that the main line was clogged, which was also causing the bathtub and laundry drain lines to back up. Rather than treating this as a single issue, I was charged $1,619.20—an excessive fee—for snaking the main line.
Both the bathtub and laundry line backups were directly caused by the main line clog, yet I believe I was unfairly charged as if they were separate problems. I feel this was a case of overcharging, especially for a routine service like main line snaking. I am requesting a partial refund or billing adjustment to reflect a fair and reasonable rate for the actual work performed.
Resolution Sought:
Partial refund or price adjustment to reflect fair charges for a single main line snaking service.
Business Response
Date: 04/14/2025
I spoke with *** ******** at (:40am on 04/14/2025. I informed him that he was due an additional refund in the amount of $135.90. Our technician performed drain cleaning services for the main line, a bathtub and a kitchen sink in addition to clearing a second toilet as well. All work and pricing were disclosed and agreed to before any work was performed. All work performed was necessary to clear the blockages in the home and to restore proper draining to the residence. Customer stated that he didn't want to argue and hung up the phone when I told him I was refunding $135.90 which was completed right after the telephone conversation.
Customer Answer
Date: 04/14/2025
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
The scoope of work is not clearly defined he never gave a clear description of what done each line item that they charged me for and why the labor and parts was price at what they charged me. He just said they forgot to give me a discount and cleared four drains. But the root cause was main line going to the street which caused the stoppage for the home.

Regards,

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

Business Response
Date: 04/17/2025
I spoke with *** ******** at 9:40am on 4/14/25. He reiterated his position that he felt he was overcharged. I also spoke witht he technician that was on the job, who explained that multiple drains were backed up and that he ran a cable on the clean-out, the bathtub and a kitchen sink and augered a second toilet. The technician failed to give a second job discount on one of the drains which should have resulted in an $135.90 additional discount. All work and pricing were approved prior to the work being performed. I offered the additional discount to the customer. Customer was not satisfied with that amount, but then stated he didn't want to argue and hung up. I am refunding the additional $135.90 an closing this complaint..
Customer Answer
Date: 04/21/2025
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 worked performed by said Techinician did not fix the problem and the tech that came out on 4/16/2025 said there nothing he can do. I need a refund because there services did nothing to fix the problem.

Regards,

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

Business Response
Date: 05/21/2025
I spoke with *** ******** at 9:40am on 4/14/25. He reiterated his position that he felt he was overcharged. I also spoke with the technician that was on the job, who explained that multiple drains were backed up and that he ran a cable on the clean-out, the bathtub and a kitchen sink and augered a second toilet. The technician failed to give a second job discount on one of the drains which should have resulted in an $135.90 additional discount. All work and pricing were approved prior to the work being performed. I offered the additional discount to the customer. Customer was not satisfied with that amount, but then stated he didn't want to argue and hung up. I am refunding the additional $135.90 an closing this complaint.
Business Response
Date: 05/28/2025
We refunded the entire amount of $1,619.20 processed on 4/11/25 back to their credit card on file (see attached).
Customer Answer
Date: 06/03/2025
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,but I have not got the money on my card as of today.

********* ******** but I have got the money on my card yet!!
Customer Answer
Date: 06/16/2025
Have not received refund

Good morning, I have not received the refund rotor rooter agreed to in the resolution.
Can you please advise on next steps?
Customer Answer
Date: 06/19/2025
This is the credit amount sent to me from ROTO-Rooter. There is no other transaction.
Business Response
Date: 06/23/2025
Update - The conversation with the customer was only in regard to refunding $135.90 which the customer did receive to their bank account, with the last conversation being notated below. There was no conversation with the customer to refund the full price of a job that we completed for the customer; there would be no reason to refund the entirety of proper work completed for this customer. All stated refunds have been processed as described.

I spoke with *** ******** at 9:40am on 4/14/25. He reiterated his position that he felt he was overcharged. I also spoke with the technician that was on the job, who explained that multiple drains were backed up and that he ran a cable on the clean-out, the bathtub and a kitchen sink and augered a second toilet. The technician failed to give a second job discount on one of the drains which should have resulted in an $135.90 additional discount. All work and pricing were approved prior to the work being performed. I offered the additional discount to the customer. Customer was not satisfied with that amount, but then stated he didn't want to argue and hung up. I am refunding the additional $135.90 an closing this complaint.
Customer Answer
Date: 06/23/2025
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:04/13/2025
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 had plumbing/Pipe work done almost 4 years ago. I had a pipe collapse at my residence. They never level the ground out. I have called several times about it. They had someone come out when the job was first initially done to look at it. But they never corrected it. I have a six year warranty on the job.
Business Response
Date: 04/14/2025
I spoke with *** ********. l advised that contractually we are required to fill the hole to a rough grade. *** ******** told me that someone from Roto-Rooter came out shortly after the work was done and said that they would send someone pour more dirt on the hole, but that did not happen. Based on photos we have from when the job was completed we did fill the hole to a rough grade. I advised *** ******** that if she does have any communication that she had with the management team at that time to send it over to me along with pictures and I will look into this further. We have a completely new management team now.
Initial Complaint
Date:04/12/2025
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.
Rotorooter contracted with me to repair the mainline drain for my house for 8000 without letting me know that there is a public service available that would have done the repair for almost no cost. The public service is the ***** ***** Water District and they told me they have told Rotorooter many times to refer customers to ***** ***** for the repairs, but ***** ***** said Rotorooter just tries to get away with it anyway.
Business Response
Date: 04/14/2025
The customer complaint in question the customer originally received bid back in august of 2024. He then reached back out to us in dec/ early January for his bid in that time between we had changed are pricing so the job was now less expensive then are previous proposal. He then told me that he was getting more bids from other companies. *** ********* then decided to go with us for the work. several weeks after the work was completed we received a phone call stating his complaint. Roto Rooter as a company prides its self on being honest and upfront with all are customers with this complaint we have been in contact with ***** ***** sewer district and was informed that they are responsible from the sidewalk to the city main not in the customers yard where the repair was done if you have questions about there policy please feel free to contact them at ###-###-#### as all permits and inspections where completed with them. We did everything buy the sewer districts standards and rules they have in place.
Initial Complaint
Date:04/10/2025
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 am requesting a write-off from Roto-Rooter! January 2025 Roto-Rooter had a smooth-talking agent have me to sign a small print contract. I only wanted a drain cleared. Roto-Rooter took advantage of my age (90), health, eyesight and a little memory loss. I was not offered a copy to read, approve, or understand before signing. I asked for a drainpipe to be opened. I paid separately for the pipe opening. They expanded the contract to list items 1-4: (1) mopping the floor which could have been done by a maid or handyman; (2) moving damaged floor materials; (No damaged floor materials. In the area they cleaned little had to be moved, [There were only 5 dry wall boards on the floor to correct a situation February 2024 in which they also overcharged the ***** **** Insurance co $11,000 and got me $2,000 to replace wall they cut out. I had a few clean plastic covered handicap items] (3) moving and replacing appliances of which there are only a medium size washer and dryer which my mother and I had always been able to move back and forth as we cleaned; (4) apply antimicrobial which could be bought from a retailer by homeowner. The contract had a price range from $4,000-$9,000, did not have a 3-day cancelation clause, for which they claimed emergency. They always settle on the highest amount listed as a range and include vague clauses giving them privileges to vary work done. Roto-Rooter has been paid by the ***** **** Insurance co $4,000+. They are dunning me for $5,000. I paid $1,600 for the drain cleaning. I do not have $5,000. I want to know is there any way I can get justice? I am not a con artist. I have lived here 45 years and have never asked my insurance co to pay for any installed home improvements (new roof, burner, hot water tank, electrical panel, electrical meter, and others). No contractor has ever insisted that they call my insurance co because they could talk to them better.
Business Response
Date: 04/11/2025
We responded to a call from *** ***** on January 2nd, 2025 for a clog in her main sewer line resulting in water on her concrete and linoleum floors. Our drain tech, ****, was dispatched to address the issue along with our water mitigation specialist, ****. **** noticed the water and explained the hazards on not cleaning it up which *** ***** was already familiar with as we had done a previous restoration job on February 23 of the previous year. Plumbing work is rarely covered without special endorsements on the insurance policy which resulted in a separate invoice for that work being performed. All work performed for the water mitigation was done to the ***** and Roto Rooter standards. Our pricing model is directly based off Xactimate pricing for the area work is being performed in (in the case price list DEWM8X_JAN25). We work with insurance companies for our mutual customers but cannot control what they do or do not pay for. We do not charge for work we do not perform. Referring to my pervious statement, we provide the utility of talking with the insurance company for our customer as they are experiencing a traumatic domestic event. I have attached the invoice of the mitigation work performed on *** ******* property.
Customer Answer
Date: 04/13/2025
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.

In response
to Roto-Rooter claims. If the drawings
and summary submitted to Better Business Bureau, up front, had been submitted
to me with explanation and costs, I would have declined, or sought a second
opinion, and asked for a few days to decide.
For the amount of money involved, a ***** **** Adjuster should have been
asked to survey the situation and give a quote they were willing to pay. I
asked for and paid for a drain to be cleared. I was beguiled into signing this
contract. The extra items performed and
charged were not discussed, requested, or necessary. Certainly the walls and
ceilings were not involved. Also the drawings in their outline do not
reflect accuracy. The facts decrease claimed
treated area. There are two long closets with clothes that
are dry, clean, airy and not damp and not moldy. There is a large area near the burner and hot
water heater that was not treated. There
is a large drain in the middle of the floor for the disposing of any water
build-up. The house had been appraised and was in very good condition. Roto-Rooter knowingly without doubt wants to
prey on unsuspecting and trusting souls.
In addition, incidentally, ***** **** too expressed some concern and
dismay over these last dealings with Roto-Rooter. I have paid them a lot of money through the
years and really did not think they would defraud me in this way. At least the $5000 Roto-Rooter is dunning me
for should be written off. Even if the situation cannot be reversed, there are
a few items on their list that need to
be written off, i.e., #s (13)-cleaning agent $583.56; (15)-water extract (for
water they applied) $3,399.87; (16)-pressure steam $2,147.07; (19)-clean
furnace $114.19 (The furnace had been serviced, the ducts had ben vacuumed
out); (22)-anti-microbial $794.59 (This could have been done by home owner and
had been treated by their company less than a year I trusted them and they seemed nice; (23)-final
cleaning $444.01 (redundant); (25)-air movers $1,499.12 (I have fans and
circulating air) Total - $7483.29. Conclusion: I did not ask for all of this excessive technology
and I am on limited income, and it is just a tear-jerker that I am being
treated this way.
Regards,

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

Business Response
Date: 04/17/2025
The Xactimate file uploaded is the final invoice created after the scope of work is completed. In this type of work, it is not possible to create the scope before completing the work, as mitigation companies do not know exactly what the job entails. This is why the contract has a price range listed. Roto-Rooter followed the ***** standards to mitigate this water loss. Our technicians are certified through the *****. We offered a settlement on 3/13/25 for approximately $2,000 less than what was owed. *** ***** rejected our offer and countered at $500. We informed *** ***** we would be sending this file to collections after 4/11/25 if an agreement was not made. Unfortunately, the file has been sent to our collections department. At this point, *** ***** will have to negotiate with them, who may have already contacted her.
Customer Answer
Date: 04/22/2025
Better Business Bureau:

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

Regards,

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

Customer Answer
Date: 04/28/2025

Below is my latest concern in communication to Roto-Rooter. This is coming by way of email because I could not enter it on your application. Also, thank you for enabling me to express this problem and making me feel like a human being (which I am) and not the downtrodden.

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

It appears that Roto-Rooter’s responses are not addressing the issues. I wanted a drain to be cleared, not a basement to be treated. My basement was dry, airy, with clothes hanging that were not moldy or smelly. Roto-Rooter avoids the issues of (1) The form was given to me to sign before reading making me think I was signing for drain work; (2) the work they claim was not asked for and comes with exorbitant price; (3) they were not the ones to make a move on my insurance co, ***** ****, I should have been the one to go to ***** ****. A ***** **** Adjuster needed to be called in to assess the problems. And, being professional, Rotoi-Rooter should have suggested that. Twice I paid separately for part of the work. Why was not everything included under the same umbrella? (4) I was not given a 3-day cancellation period; (5) If they wanted to do extra work in the basement I should have been given a chance for a second opinion estimate even if I wanted extra work done. I maintain the matter was not an emergency; (5) Once the drain was cleared, why did they proceed to look up and write up additional work. These additional situations were not real. Roto-Rooter is laughing all the way to the bank, since they have carefully crafted a smooth sneaky way to fill their coffers. I am sick about this! Roto-Rooter is trying to make a fool and mockery out of me! Roto-Rooter is not practicing righteousness! I hurt.

******* *****
Business Response
Date: 04/28/2025
1. Separate paperwork was prepared and signed by *** ***** for the drain cleaning work. This is not the first time we have done plumbing and water cleanup work for *** *****. In February 2024, the same process was followed and the same electronic paperwork was signed by *** ***** as in January 2025.
2. Water cleanup work is billed according to the work that was performed after *** ***** signed a contract authorizing us to do so. Again, she did the same in 2024 where the loss came to over $10,000. As mentioned prior by *** *****, we have been accused of always charging the highest price in the range given. In 2024, the high end of that range was $11,500 and the work came out to $10,028.14.
3. Plumbing and water cleanup are handled as two separate work orders. Again, *** ***** experienced the exact same situation in 2024.
4. *** ***** was informed we would start work right away as a sewage loss carries harmful bacteria and contaminants. We followed the proper procedure to return the home to a clean and livable state. We can’t offer a 72-hour cancellation window if the work is already completed. If we were asked to stop working or to not start the work, we would have honored the cancellation clause in the contract. The cancellation clause does not apply after work is completed.
5. *** ***** never expressed she wanted a 2nd opinion and signed the necessary paperwork authorizing us to start working.
6. We assess any and all water losses caused by plumbing failures. Again, *** ***** signed a contract authorizing us to do said work.

This file is now with the
collection agency. *** ***** will have
to negotiate with them as we have already offered a settlement as previously
stated.
Customer Answer
Date: 05/02/2025
Better Business Bureau:

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

I am indeed
grateful that the Better Business Bureau has given me the opportunity to
express my complaint against the Roto-‘Rooter Company. The Roto-Rooter Company is not admitting to
the unhealthy and wrongful business practice that robs unsuspecting, inattentive,
and over-trusting people of thousands of dollars. Neither have they addressed key concerns expressed
in my complaint. Therefore, unfortunately,
I have decided not to continue this dialog with them.

Regards,

******* *****
Initial Complaint
Date:04/08/2025
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.
Roto Rooter came to my house to unclog 3 drains for 1800 dollars!

I was given a price to do the job not realizing that it only took 30 minutes to take a vacuum and suck out the drains. There were no replacement parts or any significant work done.

This company took advantage of a customer who is young and female.
Once I realized that I was grossly overcharged and taken advantage of ,,,I called the company to dispute the charge. They would not budge.
This is not only taking advantage of a young person but a female as well. I know if this was a man doing business they would have never charged this outrageous amount.

This business should have given a FAIR price for work done.

They are charging almost 4000 dollars an hour JUST FOR LABOR! no parts!
I would like a significant price adjustment.
Business Response
Date: 04/18/2025
*** ******** had the technician clear 3 drains in her home on 3/29/25. The standard price that we charge per drain to clear the line is $653 plus tax. The price of the work done was explained to the customer before we started the work and *** ******** agreed to the cost and the work to be done. *** ******** received a $306 discount on the work that was done. We also offered to give her another $200 credit on her account as a courtesy, in which she proceeded to chargeback with her credit card company $900 of the invoice and lost the chargeback. We did not take advantage of *** ******** the price that she was charged for the work that was done is our standard pricing for the work that was completed. In fact, she received a larger discount than any coupon that we have available (the largest coupon is $100) and as a courtesy we still refunded her card the extra $200.
Initial Complaint
Date:04/08/2025
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 out to my house 3/16/25. my main drain in the basement backed up 3/15/25 so i called roto rooter to auger it out. they sent a technician and he tried to sell me a $750-$800 hydroflush and i told him no, just auger out my line. he said cost to auger was $355 and i said go ahead. he then said he was going to camera the line and not charge me. then another guy shows up (dressed nicer) and says my line is collapsed and it's going to be a $7400 fix. i said absolutely no way am i agreeing to that. the tech said he could try augering it but wouldn't guarantee anything. i told him to auger it out. he said he augered 100' and i asked where the supposed collapse was and he said about 10' past that (110'.) the salesman continued to talk to me upstairs so i couldnt go downstairs to check on the tech to make sure he was doing his job. the "salesman" told me he marked the collapse w/a flag. they wouldn't warranty their work. he told me it could back up again in a day or two or a month. i had to get it fixed b/c i was heading out of town the next day. i came home the following weekend and on 3/23, first load of laundry i did, sewer backed up again. i called ***** (the plumbing co i normally use) and they came out 3/24 and put a camera in the line for $235. (i've used them for 18 years so they are familiar w/ the line, plumbing, etc.) their tech told me he couldn't even get the camera past 40' b/c of tree roots. he said the line just needed to be auguered out. so they augered out the line on 3/25 to 90' and warrantied the work. i've since done several loads of laundy, several showers, etc and no problems. he said i don't have a collapsed line. the flag where roto rooter marked was probably 50' from the house drain so how could the collapse be 110'? there's no way roto rooter auguered the line 100' since ***** couldn't get a camera past 40'. based on the 2nd plumbing company's assessment, roto rooter never did any work and just billed me. i want my $355 refunded.
Business Response
Date: 04/10/2025
Spoke to customer, agreed to refund money.
Customer Answer
Date: 04/10/2025
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:04/08/2025
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.
July 20, 2024, Roto Rooter sent a tech for a clog. Our contractor recommended that he remove the guest toilet to snake. John insisted he had to cut a hole in the wall to find the pipe to snake. He said he would not leave holes and would put up an access panel. He cut multiple holes in the wall without resolution. The next day, he returned with a master plumber. They snaked both toilets and shattered one toilet. The plumber told us the toilet replacement cost $500. The exact toilet was sold for under $200. They installed the toilet incorrectly. When the toilet shattered, it damaged our tile floor. He did not repair the multiple holes in our wall. The invoice he had written was inaccurate and did not reflect the work that was done. Immediately after he left, I filed a written complaint and made a verbal complaint. 07/22/24, a manager called and offered me a couple hundred off my bill, which would not cover the nearly $2000 worth of damage. He asked me to submit invoices and said they would turn them in so we would be paid for the damage. The invoices were submitted that week. I called and emailed several times over the next few months with no response. In October 2024, I spoke to the GM. He was unaware of the situation. After that, the manager called back and told me the invoices were never submitted. He was submitting them that day. He again stopped communicating with me. Jan 2025, I reached out to the GM again. The GM asked me to send the invoices directly to him and confirmed receipt. On January 27, the GM said this would be expedited. On 03/10 and 03/24, I emailed asking for an update and received no response. On 04/02 I asked for an update and received a response that he would find out what is going on. I have not received an update or reimbursement for the damage. Nearly $2000 of damage was done to my home in July 2024. I was told I would get a check for the damage. It is now April 2025, and I have received nothing.
Business Response
Date: 04/10/2025
Spoke with the customer about the issues
with the services completed on 07/21/2025.
Working on a solution to expedite a solution for the customer. Contacting customer again on 04/11/25 for a follow up.

Customer Answer
Date: 04/15/2025
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:04/08/2025
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 a sewage blockage on March 24 We called Roto Rooter and they sent out a supervisor.We just wanted unblocked.The supervisor right away started talking about how serious it was because it was sewage and all the things we needed to do to protect our home from germs. our homeowners insurance would not cover the cost which he said would be thousands. Talked to us about getting a credit card to pay the bill. We did and he said we probably should make it for 10,000 dollars .We did. The plumber came and cleared it he was here less than a hour We thought it would be covered by the card but we had to pay him right then It was 520 dollars. The workers came and sucked up the water and set up 3 fans and air scrubber unit. Less than a hour.Tuesday they came to check for lead in the paint and asbostas..about a half an hour. Said they could not take up carpet or remove wall until this was done Lady came with a camera and put it down the pipe and then showed my husband a video showing the bathroom floor needed to be dug up and replace pipe. We said no . Workers came said floor was still wet. .Brought in 6 more fans and 3 heater fans. 3T dehumidifiers Said they would be back Friday or Sat .Wed. Thurs ,Fri workers came to check on equipment and spent 5 minutes each time. Sat came and said they were short on help and could not work on our problem. Here around 5 minutes.Sunday came and checked on equipment but did no work.Were here around 5 minutes.Worker told me he didnt know why the walls had to be dry which they were if the were taking them down. Monday no one came until afternoon and took their iequipment and told me they could not do anymore work here because they had reached the cap, No boss called me and when I called he was always away from his desk. They had told us if we thought the wall were dry and wanted the machines gone we would loose their guarantee. They did not finish the job.
Business Response
Date: 04/10/2025
Good afternoon,

The ****** has a sewage
backup in the home on 3/25/25. This back up caused raw sewage to back up
into the finished areas of the home. Roto Rooter charged the customer
$521.00 to use drain cleaning equipment to remove the source of the clog in the
home’s sewer mainline that caused the back up. Roto Rooter was then
contracted by the ****** to perform water mitigation services to clean and
disinfect and dry the home to mitigate damages caused by the sewage that
flooded the living areas.

A scope of work was presented
to the ******. along with the cost to perform those services. Roto Rooter
has 164 photos in the above attachment of the work we performed in the home to
remove, clean, sanitize, and dry the sewage that entered the home through the
clogged drain. To claim that we did not perform any work is simply
a false statement. We charged for labor, drying equipment (fans,
dehumidifiers, and air scrubbers), antimicrobial applications and bio-washing
to remove the contaminants from the home. We also had to perform an
asbestos test before we could perform any flood cutting of drywall etc because
the house was built in 1947.

Roto Rooter charged the
****** for the work we performed, documented by photographic evidence.
The ****** are correct that we do not bill out residential customers, we are
pay at time of service. The pricing for sewage remediation is derived from
the Xactimate system, which is the approved method of pricing with the
insurance industry for this type of loss. We plug in the work performed,
square footage, equipment used, etc, and the Xactimate system gives us the
price for those items. We are fully staffed, and the job was completed in
a timely manner.
Roto Rooter performed the
work as documented in the file above and we request that this complaint be
closed for those reasons
Customer Answer
Date: 04/17/2025
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.

(In response to Roto-Rooters message.
Yes-we called Roto-Rooter because we had a sewer blockage on 3/25/25. A plumber came and removed the blockage. Roto-Rooter then said that sewage was contaminating the entire house and scared us into a contract with them for water mitigation services. They did not explain that the plumber was not included in that cost. We never claimed that Roto-Rooter did no work, but that they did not do all the work they said they would do in the contract. Also the job was stalled in order to make more money.
The walls didn’t need checked for asbestos because the drywall was put in on or about 1998.
Several employees stated that they were understaffed and that’s why the machinery was kept here, running non-stop for 6.5 days. Which they charged us $7000 for.
They claim they did work in a bedroom that was not affected because there was no water damage in that room.
There is still debris in the shower that shows they didn’t complete the work in the bathroom. It was never touched.
They charged $175 for a 100’ piece of plastic to cover a 3 by 8 ‘ door.
The only piece of furniture moved was a piano which is on wheels.
They did not take down walls or remove carpet like the contract stated they would.
They charged 8hrs of work to set up Xactinate equipment when they were here for 40 mins
They charged 6 hrs for removal and were here 20mins.
The itemized bill has duplicates and shows rooms they did no work in

Regards,

**** ****

Business Response
Date: 04/22/2025

Responses to *** ****** bullet points below
Also the job was stalled in order to make more
money. RR Response: Only delay was waiting on asbestos results. We had the allowable equipment operating until asbestos test results came back.
The walls didn’t need checked for asbestos
because the drywall was put in on or about 1998. RR Response: Rebuild/updating year doesn’t change **** regulations. Asbestos test is mandatory due to the age of the home for our safety and those in the home.
Several employees stated that they were
understaffed and that’s why the machinery was kept here, running non-stop for
6.5 days. Which they charged us $7000 for. RR Response: We are fully staffed as previously stated. Dry checks were performed everyday and the affected areas were still wet.
They claim they did work in a bedroom that was
not affected because there was no water damage in that room. RR Response: The work that was done was in bedroom closet which had marked as
affected in original sketch
There is still debris in the shower that shows
they didn’t complete the work in the bathroom. It was never touched. RR Response: Work was done in bathroom and we have photos. We did not charge for a
Final clean
They charged $175 for a 100’ piece of plastic to
cover a 3 by 8 ‘ door. RR Response: This is not Roto Rooters price, it is Xactimate pricing.
The only piece of furniture moved was a piano
which is on wheels. RR Response: Xactimate pricing
They did not take down walls or remove carpet
like the contract stated they would. RR Response: We attempted to get a change order signed on the final day for the additional work/labor needed. Customer refused and the job stopped.
They charged 8hrs of work to set up Xactinate
equipment when they were here for 40 mins RR Response" 2 hour per day flat fee. There is expenses involved to pay an employee to drive to the location daily. We charge for that.
They charged 6 hrs for removal and were here
20mins. – RR Response: I'm not sure what he is referring to. There is no
hourly charge for removal
The itemized bill has duplicates and shows rooms
they did no work in – RR Response: No items are
duplicated, and we have photos of all the rooms
Roto Rooter's position remains unchanged.  Roto
Rooter performed the work as documented in the file above and we request that
this complaint be closed for those reasons

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