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

  220 Demeter St East Palo Alto, CA 94303

• 

  Roto-Rooter

  5115 7th Ave Kenosha, WI 53140

• 

  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:06/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date of the service was 6/6/23 for a possible blockage caused by tree roots.
  The invoice read stated that they would preform a 4 ft trench dig and they would replace the pipe. They suspect that the root intrusion is the cause of the major blockage. They charged us $6,665 to do this job. The main reason we called them was to fix the problem which included getting rid of the blockage. After they were done they said that there were still debris in the pipe and that the city would have to get the rest of it. The city however stated that it was the plumbers due diligence to get rid of the tree roots in our clean out which was on the side of homeowner's property. We called roto-rooter back and they told us that it would be on the city to do the job. However, if they did it they would charge us another $1,800 and we would have to sign liability forms for them to resolve this issue. When asking why they charged us nearly $7,000 to resolve our initial blockage issue which only resulted in them digging a trench and replacing a pipe but leaving the blockage the only response they could give is that it was the city's responsibility. When asked for a break down of the cost, we were given a vague verbal response. When asked for a written reason for why they could not move forward they said they would. We never received anything. I even asked them questions about the form and did not receive a clear answer. Today they told me they would come out and take a look at it again and come up with a resolution. I have not heard anything back and followed up twice. They have been wasting my time and running me in circles. I would like a resolution or a partial amount of the money back because the main issue we called them for was not resolved. You can look down our clean out and see that there are tree roots down there, you don't need a camera.

  Business Response

  Date: 06/19/2023

  We spoke to the customer prior to the BBB complaint letting them know that we would have our Project Manager out to their home to assess the work that was completed.  Customer agreed to letting us send out the Project Manager.  Our Project Manager showed up on 06/16 and discovered roots in the line on the City side of the sewer system.  It was evident due to the roots being in the system where green pipe was located which is what the city uses on their side of the sewer system.  Our Project Manager explained the roots being on the city side but agreed to clear them since he was there and had the tools to correct the issue.  The Project Manager cleared the issue and re camerad the line to show the customer that the root intrusion was no longer an issue.  The Project Manager made sure the customer was satisfied prior to leaving.  Brian Smith followed up with customer later on 6/16 to also confirm that the customer was satisfied.  LVM for for customer and they called back saying they were satisfied with outcome.

• Initial Complaint

  Date:06/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Plumber from Roto Rooter came out to fix my master bathroom drain in December 28th. 2022 that was clogged. So plumber snaked my drain stated that he could not fix it and said that I needed to contact another plumbing company that specializes in cracked drains. So they charge me $405.18 dollars. After that I contacted over four different plumbing company over a 5 month period. Zoom Drain came out put a drain camera and snaked my drain to find that it wasn't cracked just needed to be done correctly. So I called there office and them that was bad service. Spoke to manager by the name Jonathan. Said that he would credit me back on my credit card May 27th. Called him back a few days nothing. Never called back nor issued credit. I also just filed a credit dispute because I paid another plumbing company to fix the same. Bad service and customer service.

  Business Response

  Date: 06/15/2023

  Reviewed customer complaint. I will work with my office manager to issue a refund.

• Initial Complaint

  Date:06/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last December we had a plumbing problem and sewage backed up in the basement, roto rooter came out and told us that the problem was in the main drain and they were going to fix the problem by tearing up the area necessary to take care of the issue. It cost us $13,000 and I am beginning to think that the issue was on the city's Blvd and not our property. They haven't came back to fix the sidewalk and they don't answer phone calls. And apparently the guy that sold us this contract doesn't work there anymore. I want some of the money back and the sidewalk fixed for free. I believe roto rooter guys screwed up and screwed me!

  Business Response

  Date: 06/14/2023

  My name is Robert S***, I am the General Manager at Roto-Rooter.  I have contacted the customer, ** *******, and explained that the work Roto-Rooter completed was done correctly.  I explained that homeowners are responsible for the main sewer line including the connection to the city sewer line.  *** ********* line was repaired at the 4" to 6" pipe transition and then a liner installed to prevent any further root infiltration.  This was explained and recorded on video.  I have followed up with the contractor used to repair the sidewalk *** ******* mentioned as well.  I have an invoice from the contractor dated 5/19/23 that the work was completed.  I have followed up with them again to verify and will make a trip ou to the house to verify.  

• Initial Complaint

  Date:06/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday, June 3, 2023 at approximately noon, a Roto-Rooter technician visited our home. We had requested service for a blocked drain causing water to back up in our kitchen sink. The issue was with a pipe located in our garage. The garage floor was dry and clear of food waste at the time of the technician's arrival.
  
  After several hours of unsupervised work, the technician informed us that we needed an immediate reconstruction project that would require destruction of the concrete slab floor in our garage and replacement of an underground pipe. The technician quoted in excess of $5,000 for the project. The technician attempted to pressure us into immediately agreeing to the service. He also attempted to pressure us into scheduling the proposed project for the next day. Without $5,000 to spend, we began looking for options.
  
  Several days after the technician left, we opened the garage door to find significant amounts of water and food waste lying on the garage floor. We called for another plumber but could not set up an appointment until today (06.13.23). The second plumber immediately noticed the issue: the Roto-Rooter technician had destroyed a portion of the piping, causing water and food waste to flow freely into the garage whenever the kitchen sink is in use.
  
  Prior to the Roto-Rooter technician's arrival, we had not experienced any water or food waste leakage in the garage.
  
  It appears the technician cracked/damaged the pipe, recognized the damage, and - rather than correct the damage or even inform us of the damage he had caused - attempted to sell us a $5,000+ construction project to cover his tracks.
  
  We attempted to resolve this issue via a telephone call to manager Frank C****** (sp?). Mr. C****** was incredibly dismissive and refused to recognize responsibility or discuss resolution.

  Business Response

  Date: 06/19/2023

  To whom it may concern,

   

  Roto-Rooter was called out to clear a kitchen sink drain. During the cleaning process with the snake machine, we found heavy buildup and a mechanical is with the drain line. This is not uncommon in older house or when there is heavy build up in a drain. Roto-Rooter had all the paperwork signed including a hold harmless agreement. We have a hold harmless agreements signed due to the fact we can't see inside the pipes before we try and clear a clog. After we noticed the pipe had mechanical issue, we informed the customer and explained the process to get the pipe fixed. Also said we could get the work started the next day for their convenience. Customer declined and didn't hear anything until later when the customer felt the break in the pipe was Roto-Rooter fault. Roto-Rooters plumbing manager reached out to set up an appointment to take a look at the issue and the customer declined that as well. There would be no way for us to help the customer if they will not let us return.

  Customer Answer

  Date: 06/19/2023

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

  Roto-Rooter has failed to return twice-daily telephone calls from me for the past week. A voice mail message seeking a response was left with each call. I have yet to receive a call beyond manager Frank's initial call on June 14, which I returned the same day. If Roto-Rooter had offered to send someone to assess and apply a temporary fix (which they absolutely did not do), I would have accepted their offer. Instead, manager Frank simply refuses to return phone calls.

  While at my property, Roto-Rooter did not inform me of the damage they had caused. Nor did they inform me that food waste and water would flow freely into my garage as a result of the damage they caused. The technician informed are the sink would continue to drain slowly, then insisted on a costly construction project - to be scheduled the next day - rather than inform me had destroyed by pipe. 

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

  Business Response

  Date: 06/21/2023

  To
  whom it may concern,
  
  

  Roto-Rooter is willing to have a master plumber take a look at the issue and come up with a solution.

  Roto-Rooter
  was called out to clear a kitchen sink drain. During the cleaning process with
  the snake machine, we found heavy buildup and a mechanical is with the drain
  line. This is not uncommon in older house or when there is heavy build up in a
  drain. Roto-Rooter had all the paperwork signed including a hold harmless
  agreement. We have a hold harmless agreements signed due to the fact we can't
  see inside the pipes before we try and clear a clog. After we noticed the pipe
  had mechanical issue, we informed the customer and explained the process to get
  the pipe fixed. Also said we could get the work started the next day for their
  convenience. Customer declined and didn't hear anything until later when the
  customer felt the break in the pipe was Roto-Rooter fault. Roto-Rooters
  plumbing manager reached out to set up an appointment to take a look at the
  issue and the customer declined that as well. There would be no way for us to
  help the customer if they will not let us return.

• Initial Complaint

  Date:06/12/2023

  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 had rotorooter come out to look at a plumbing issue. The gentlemen who came over were very nice. They told me rotorooter was competitive in their pricing. They fully took advantage of the situation. They were here for barely over an hour. They left a mess, including their spare piping all over the garage. They didn't even have the courtesy to replace the insulation or even replace the duct tape to hold the insulation together which they cut through. I was told by a few other companies I was fully taken advantage of. I complained on the website and someone told me they would have the manager get in touch with me. He did, however he was rude and had no knowledge of the work that had been done. I gave him the invoice number and continuously told him what was done and exactly what had been written on my invoice. He kept saying they did work outside or to the garbage disposal and other things which had NEVER been done. I was charged $1140 to fix a hose bib and a toilet shut off valve. After speaking to the manager he told me they would credit me $75.00 and that was over a month ago... still no action has been taken on their part. He also didn't have much to say about the pricing that shouldn't have been charged for the extrememly minimal amount of work they did. I would advise anyone and everyone to STAY away from this company. They leave a mess, overcharge, and don't hold themselves accountable. Their also uncertain of their warranty, the manager told me two years however the employees and my paperwork state one year.

  Business Response

  Date: 06/14/2023

  The customer has been in contact with our office about her concerns and we issued a $125.00 refund to her credit card for the inconvenience of the left-over materials being left at the has caused her. I also reviewed the pricing as outlined on the quote which was approved by the customer before any work was started. 

• Initial Complaint

  Date:06/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Roto-Rooter ***** ******** ***** ********** 
  May 14 After the tenant reported a sewage backup, we contacted Roto-Rooter. We paid $900 to clean out the drain at ***** ******** Drive. We were told there was a guarantee, but there would be an extra charge if the plumber had to remove the toilet to clear the line. Shondel T*** # **** performed the service. On the phone that evening and on the invoice, he reported that he removed wipes from the system through the outside clean-out and that the line was open and draining. Roto-Rooter Invoice 5/14/2023,
  
  May 15 Backup problems continued. Contacted Roto-Rooter, and they sent out ***** #*******. ***** reported on the invoice and on the phone: “Couldn’t open line while snaking thru outside cleanout. Snaked thru basement cleanout and cleared. Pulled back wipes” Roto-Rooter Email Receipt ***********. The basement cleanout is in the utility room. However, ***** worked in the downstairs bathroom. He shut the door and would not permit the tenant, *** ***** to watch what he did. There is no way to snake the drain from the bathroom without removing the toilet. ***** did not report removing the toilet.
  
  May 18 Backup problems continued. ******* from the Excavation Division of Roto-Rooter came with a camera. ******* sent encrypted video images that showed a 4-inch diameter object in a 4-inch line. Email Roto-Rooter video with enlarged image. ******* indicated that, since an object that size could not enter through normal use, plumbers working on the line were responsible for the object in the line. We informed ******* that Roto-Rooter plumbers were the only ones to work on the plumbing in that house. ******* sent a contract for excavation indicating that would be the only way to remove the object.
  
  May 20 Signed the contract for excavation and paid the deposit.
  
  May 22 Due to concerns about Roto-Rooter performance, we contacted Tod ***** of ***** Contracting to meet the Roto-Rooter camera person ******* at the house to review the situation. Todd found water pouring from under the toilet downstairs. The toilet had been removed and reinstalled without a wax ring and with improper nuts on the toilet flange. Tod snaked the drain and reinstalled the toilet properly with a wax ring. See ***** Contracting invoice. Tod indicated that if the object still remained in the line it could be pushed through. Excavation was not necessary. We asked Roto-Rooter/******* to cancel the contract for excavation, which he did.
  
  May 24 Disputed the Roto-Rooter charge with ******* *** due to issues related to the services provided. See Issues related to Roto-Rooter service
  
  May 29 Because of continuing backup problems, ***** Contracting videoed the line and saw the object, but was unable to remove it. Recommended ******** ********.
  
  May 31 Ehrhart Brothers identified the object in the line as a backwater valve flapper. Backwater flapper valve image They were able to push the object through the line. ******** ******** invoice.
  
  
  Issues related to Roto-Rooter service
  
  1 Technician ***** worked in the bathroom with the door shut to prevent the tenants from watching his work. No cleanout is located in the bathroom. To work on the drain he would have had to remove the toilet, which he did not report.
  2. After ***** worked on the plumbing, the Roto-Rooter camera operator, *******, found a 4-inch diameter object lodged in a 4-inch drain below the basement toilet. The object could not have entered the drains through normal use. The object was identified as a backwater flapper valve, which could not come from the drainage system. When the house was built in 1987, a backwater flapper valve was not required by code. The owner, Donald Sansing, built the house, and he assisted his brother, a licensed plumber, with the plumbing system. A backwater flapper was never installed.
  3. After ***** worked in the bathroom, ***** Contracting found water pouring from under the downstairs toilet. The toilet had been removed and reinstalled without a wax ring.
  4. Roto-Rooter indicated an excavation contract for $5307 was the only way to remove the flapper valve. Two other plumbing companies, ***** Contracting and ******** ******** disagreed with Roto-Rooter’s recommendation to excavate. ******** ******** were able to push the object (backwater flapper valve) through.
  5. Roto-Rooter failed to clear the drain. Roto-Rooter actions caused additional damages due to improper installation of the downstairs toilet and introduction of the backwater flapper valve to the system.

  Business Response

  Date: 06/12/2023

  Under Roto-Rooters Terms and Conditions section 3. Release and Hold Harmless which was signed under the work authorization section. By signing the work authorization they also state and agree to the terms on the reverse side, see attached. Roto-Rooter continues to deny the claim for compensation of said issue. 

  Customer Answer

  Date: 06/14/2023

  Better Business Bureau:

  From Roto-Rooter Invoice Terms and Conditions 2. "except to the extent caused by our negligence" .

  We are claiming negligence. From the our original BBB complaint:  Roto-Rooter removed and improperly installed a toilet that caused additional flooding.  After Roto-Rooter worked on the toilet, the Roto-Rooter camera operator found an object, later identified as a backwater flapper valve in the drain under the toilet. This flapper valve could not have entered the system through normal use. This flapper valve was never part of the original plumbing system. Roto-Rooter recommended excavation to remove this object. Two other plumbing companies said that excavation was not necessary. ******** ******** were able to push the flapper valve through the system clearing the drains. 

  Attempts to Resolve the Issue with Roto-Rooter

  We spoke on the phone to a local manager and asked for a refund after we learned that the toilet had been installed improperly and that the excavation was unnecessary, His only offer was to come out to fix the problem.  Because of the improper toilet installation, we did not want their technicians working on the house, and we did not want to do an unnecessary excavation.  After speaking with the local manager, we filed a complaint with ******* *** credit card.

  On June 10, 2023 we went online to the Roto-Rooter Customer Feedback site to file a complaint and we asked that they contact us by phone. This has not happened, yet. On the same day we submitted claims to the BBB, for a refund and to pay for the extra plumbing work caused by Roto-Rooter negligence. 

  We did not receive a copy of the original invoice until we requested one from Sue H*******, Accounts Payable/Accounts Receivable, Roto Rooter Services Company ###-###-#### on June 1. H******* sent the front portion only. We had arranged for the Roto-Rooter services over the  phone. It appears the Roto-Rooter had the tenant sign the work completion. They did not send us a copy over email. Today is the first time we saw the back of the invoice.  We will submit our claim to the Customer Service Coordinator listed on the back of the invoice.  

  I have added a letter from ***** *********** giving more details to the plumbing problems.

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

  Business Response

  Date: 06/16/2023

  There was no negligence on our part for the damages to **** ****** home.  The flapper that was lodged in her line was not removed by multiple company's as shown on the invoices that she attached.  The third company that attempted was able to finally remove it without excavation.  Our solution was to excavate to remove it.  This does not show negligence, just another way of getting the work completed.  We will not be taking any liability for the water mitigation services or damaged caused due to the back up in her home.  Our hold harmless agreement indemnifies us for any liability regarding the pipes and what may occur in them since they are not visible from above ground.

  Customer Answer

  Date: 06/18/2023

  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 negligence summarized from the original complaint.
  
  May 15, 2023 
  Installing a toilet without a wax ring 
  Installing a toilet with improper flange bolts
  Failing to report removal of the toilet
  Closing the bathroom door to prevent anyone from witnessing Roto-Rooter work

  May 18, 2023 
  Imaging a flapper valve in the system with their camera where none had existed before Roto-Rooter work
  Recommending unnecessary excavation to remove the flapper valve

   
  ***** Contracting provided information in the attached letter based on May 22 observations and further work on the system.

  The flapper valve could not be retrieved, but the flapper valve was pushed through the system with a root-cutter by ******** ******** as noted on their invoice.
  

  Roto-Rooter has not responded to the following attempts to contact them directly. 
  A complaint filed on the Roto-Rooter website on June 10, where we requested a response by telephone.
  A complaint sent by email to Patricia S****** (*****************) on June 14, 2023

  Additional complaints have been filed with ******* *** credit card and the Maryland Attorney General. 

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

  Business Response

  Date: 06/19/2023

  There was no negligence on our part for the damages to **** ****** home. The flapper that was lodged in her line was not removed by multiple company's as shown on the invoices that she attached. The third company that attempted was able to finally remove it without excavation. Our solution was to excavate to remove it. This does not show negligence, just another way of getting the work completed. We will not be taking any liability for the water mitigation services or damaged caused due to the back up in her home. Our hold harmless agreement indemnifies us for any liability regarding the pipes and what may occur in them since they are not visible from above ground.  

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

  Business Response

  Date: 07/03/2023

  There was no negligence on our part for the damages to **** ****** home.  The flapper that was lodged in her line was not removed by multiple company's as shown on the invoices that she attached.  The third company that attempted was able to finally remove it without excavation.  Our solution was to excavate to remove it.  This does not show negligence, just another way of getting the work completed.  We will not be taking any liability for the water mitigation services or damaged caused due to the back up in her home.  Our hold harmless agreement indemnifies us for any liability regarding the pipes and what may occur in them since they are not visible from above ground.

• Initial Complaint

  Date:06/08/2023

  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 paid Roto Rooter to unclog a kitchen sink on March 24, 2023. They charged me $511.58 because they claimed that they needed to saw into my pipes in order to unclog the drain. They then clamped a new pipe to one of the old ones for some reason (they said they had to replace the old one). I asked whether the work he did was going to cause leaks because it looked pretty makeshift and I was assured that there would be no leaks. On May 15, 2023 I found out that the sink was leaking from where they clamped the new pipe to the old one. I called Roto Rooter that day and was told that they only have a 30 day guarantee so they would not do anything for me. When I pointed out the guarantee that I received from their worker and that it had only been slightly over 30 days, and that the contract was signed by someone other than myself who has no authority to sign for such contracts, I was told that the manager would call me back. The manager never called me back and they are refusing to contact me.
  
  I had to pay another plumber nearly $500 to fix the issue. He informed me that the pipe that was installed by Roto Rooter was not only not up to code, but that pvc pipe was too small and was almost guaranteed to leak. He said that size of pipe is not designed for what Roto Rooter installed it to do.
  
  I relied on Roto Rooter's expertise in paying them over $500 for a simple unclogging service. They basically tricked me into paying them way more and, in the process, destroyed the pipes under my sink. They now won't stand by their work - likely because they know it wasn't up to code and was guaranteed to leak - and won't even return my call. I was essentially scammed by Roto Rooter.

  Business Response

  Date: 06/12/2023

  We have called and emailed the customer. Please have the customer respond so we can address their concerns. 

  Business Response

  Date: 06/16/2023

  We spoke with customer and a refund was given.

  Customer Answer

  Date: 06/23/2023

  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:06/07/2023

  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 Memorial Day May 29, 2023 our kitchen sink backed up. We live in a manufactured home. We called Rotor Rooter for help. The technician arrived in a timely manner. They immediately have you sign a waiver stating they are not responsible for any damage they cause to your pipes. We were worried but desperate for help. We figured he knew what he was doing. Within 20 minutes of starting the job with a snake we heard a loud bang. His snake was stuck in our mainline. My husband questioned him. He said it was fine but didn't take the time to inspect it. It took him some time to get his snake out. We paid him $425.00. The price was $500.00 but I had a coupon for $75.00 off. My husband was still very worried about our pipes so early the next morning he went to inspect. The line runs under the house along our driveway. He had me flush the toilet and right away water came ran rushing out from under the house onto the driveway. So, he took the skirting off and saw the tear in the hose. We immediately called. They sent out their water restoration team who would help with the clean up for a fee. But not repair the break. Our insurance company decided that wasn't needed because we were diligent on no water usage. We were without water for 4 days. It took a day to find the correct part. My cousin was able to do a temporary fix for now. We had to shower at friends and use the restroom at nearby businesses. It was horrible. I have tried numerous times to contact the General manager Doug at ###-###-#### regarding refunding our money. He won't return my calls. We feel it's only fair to refund us our $425.00 for a service that broke our pipe and caused us great hardship! We paid to fix the pipe. We just want the service fee returned because there was no service. That money is nothing to them however it's a lot to us. We were happy to pay for a completed service. However, this is not the case here.

  Business Response

  Date: 06/11/2023

  Customer has contacted our office and stated the tech “boke” a
  pipe. Additional Technicians were dispatched and assess the claim. Pictures
  provided and assessed be leadership and are all in concurrence that due to
  unforeseen deteriorated piping under the mobile home. The customer was advised
  that the tech could not readily determine the condition of the pipe under the
  home. According
  to the “Terms and Conditions” of the work customer agreed to and signed for to
  have done by RRSC, RRSC could not have been responsible for unforeseen
  circumstances and the condition of the pipe under the home. Several
  attempts to contact the customer 0n 6/8, 6/9 and 6/10 via phone and email have
  been unsuccessful. 

• Initial Complaint

  Date:06/06/2023

  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.

  Dates of service: 4/19/23, 4/21/23, 4/22/23, and 4/23/23
  Cost: 10,211.00
  We called Roto Rooter because our dishwasher wasn't draining. Patrick 3436 inspected the situation, snaked the line leading out from the kitchen to the septic tank, but this didn't fix the dishwasher.
  
  We called Roto Rooter again on 4/21, and Patrick 3436 came out again, repeated the inspection and snaked the line a second time, as well as called for Jonathan L******, Excavation Field Supervisor, to come and complete a video inspection of the drain line leaving the kitchen, which he did, and as a result, recommended that an excavation of the area of the foundation near where he suspected the leak may be in order to repair the broken section of line. We were charged $457.00 a second time after the video inspection. I asked Patrick 3436 specifically if he was sure that the reason the dishwasher wasn't draining was because of a broken drain line under the foundation, and I clearly remember he answered "yes."
  
  The excavation was performed by an individual named "Jason." At the end of it and the dishwasher was still not fixed, and Jason, who had no idea there had ever been a problem with the dishwasher, identified the real problem, which was a clogged drain line coming from the dishwasher, not the line under the foundation. I later asked Jonathan L****** about it and why the excavation was necessary given that it didn't fix the reason we called Roto Rooter in the first place, and he just insisted that he would have Jason come out and fix it, which he did the next day in about 15 mins. I should have been told the truth about what the problem was, and given a choice as to whether or not to go into debt at that time for repairs that weren't necessary, but I was told that it was necessary to fix the dishwasher, which was either a lie, or their incompetence just cost me over $10,000 that I had to put on a credit card because I thought it was necessary, and I deserve a refund since I was mislead.

  Business Response

  Date: 06/14/2023

  Dale B***** spoke with *** ******** about the excavation that was performed at his property.  After reviewing the footage it is apparent that the blocked sewer line is what caused his dishwasher line to be blocked.  This was not a separate issue.  Dale did agree to refund the second service fee that was charged as this should have been considered part of the excavation that was performed.  The customer was satisfied with this outcome.

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Roto Rooter unclogged sewer pipe on 5/20/23. Service technician showed us cause of clog and we received all clear to use toilets/sinks again after testing system. He said an inspector was coming with a camera to check pipe. When Raquim came he showed us with camera and said pipe was "as bad as it gets" but that they could come the next day to put in liquid PVC to line the pipe, it would "cure" and be ok for 70 years. We are not plumbers or experts (my husband is almost 80 we felt vulnerable and trusted what he was telling us). The cost was over $10,000 to brush coat 35 feet of pipe. We were in shock and asked for explanation of cost. He said it was a "big job" and labor intensive taking team 5-7 hours and needed 3 coats because of pipe's condition. We hesitated but he said it will continue to back up and he could not promise pipe would not collapse in the meantime. We signed document and gave credit card as we were in what seemed an emergency given his assessment. When the guys came on 5/21 they did the job in less than 2 hours. We received a call from Raquim that there was "bad news on the pipe" as the 10 ft. of inbound couldn't be brush coated and needed replacement, but they could come the next day for $5,000. We did not understand the cost and he assured me that was a fair price for the job. On 5/22, two men came and removed pipe from basement floor, and put in new pipe in less than 3 hours. They said it was an "easy, small job". We entered a "contract of adhesion" and have no recourse. We have come out of shock of experiencing predatory sales practices and presented that if we didn't act we could be facing serious consequence of backed up sewage or burst pipe. There is a disparity between what was sold to us and the actuality of the job that was done. The response from Raquim on 5/24 was very kind, but that they fulfilled contract and he was sorry we were disappointed.I have asked his supervisor, Michael A******* for a response via email on 5/26 to no avail.

  Business Response

  Date: 06/06/2023

  a breakdown was requested and sent. Correspondence with the customer stopped at that point. I reached out and left a voicemail and will email as well.

  Customer Answer

  Date: 06/07/2023

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

  I received a voice message on 6/7/23 from Michael A*******. I tried to return his call but he was not available. I left a message as well as sent an email detailing my request with hopes for a resolution. I am awaiting the response to that email from 6/6/23 9:00 pm. I will attempt to upload a copy to this file.

  I am hopeful that he will respond and we can resolve complaint, if not, I will proceed with next step.
  

  Business Response

  Date: 06/08/2023

  Spoke with the customer and refunded two tickets (drain cleaning & excavation). She is happy with the services we have provided as well as the refund.

  Customer Answer

  Date: 06/08/2023

  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. 
  
  I appreciate your assistance on my behalf and I am very pleased with the outcome. 
  
  Regards,
  
  
  
  ****** ********