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:06/05/2023

  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.

  On May 30th, 2023, we had an incident with the buried water lines, called Roto-Rooter to complete mitigation process, and work on black water damage.
  
  They completed the work in two (2) days - replace pipes, unclog and dig. The mitigation took seven (7) days.
  
  My insurance company has been in contact with Rotor-Rooter to get an answer to the following questions and after three (3) weeks they have not received a response.
  
  1. Taking into account all three (3) spot repairs, what was the total number of feet replaced?
  2. Where there three (3) breaks in the line or were they blockages?
  3. For the spot repair near the cleanout, was that located in the interior or exterior of the house?
  4. How many guys were part of the crew for repairs?
  5. How many days did the repair take?
  
  I have been calling for nearly a month to receive support on this matter and have yet to receive any answers. This is very concerning and disappointing.

  Business Response

  Date: 06/06/2023

  **** ***** is correct we were communicating data to the insurance adjuster but did not send it to **** *****. I have e-mailed **** ***** the complete scope of work and we also followed up with the insurance adjustor to make sure everyone has what they need. **** ***** has my number and e-mail address should she need any additional information. 

  Thank you,

  Mike 

  Customer Answer

  Date: 06/06/2023

  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:06/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 7, 2023, Sam R*** came out and provided me and “Xactimate” for $8,900-$14,900. He explained that the higher end of the quote would be reached if it took a week or so for the basement to dry. Additionally, the work order/invoice reads, “We estimate the total price we charge will be between $8,900 and $14,900 but the actual price will be based on our actual work and could exceed that estimate. Sam advised that the crew would come out Saturday morning around 11:00 am and should be done by 6:00 pm. I've spoken to multiple people multiple times with no resolution.
  
  May 1, 2023, I received an email from Anne C*** stating Elizabeth was out of the office. She asked me for the list of items that were damaged and explained why I was being billed for 27 hours of furniture moving. 3 men x 3 rooms x 3 hours. I was also charged after hours for everything because it was a weekend. (Sam told me that is when his crew was available, there was no mention of paying more). She also wrote that I got a credit for 209.93 for an area I was billed for, but they did not service. I followed up with a phone call and explained that it did not take 3 men 3 hours to move 6 chairs in one room, a bed in another room and a sofa in the main room. If so, there would not have been time for them to do anything else and they could not have only been in my home for 6 hours. My explanation fell on deaf ears.
  June 1, 2023, I received a call from Nick, the general manager in *********. He tried to explain to me that all the insurance companies use Xactimate and that the prices are correct. I explained to him that the bill is padded with hours used to move furniture and equipment left to dry. He said they are not adjusting the bill and I told him I would contact the Attorney General and hire an attorney. I won’t be coerced into paying a padded invoice under threat of having a lien placed on my home.

  Business Response

  Date: 06/09/2023

  Emailed customer with an adjusted invoice which addresses the concerns presented to Roto-Rooter. Customer needs to review and approve the adjustment which reflects the reduction of hours for content manipulation. Roto-Rooter is not in the business of adding unnecessary charges to any customers service. The amount of work completed by the technicians at the customers property is reflected in the new invoice as per standard operating procedures. 

• Initial Complaint

  Date:06/05/2023

  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.

  Technician came out to replace 3 fixtures in bath/shower combo (spout, handle and head, with fixtures provided by me). I received a verbal quote only for $550 to replace all 3 fixtures. He did not have anything written down for this quote, he has a receipt but there was no writing on it explaining the job he was quoting. I had a time commitment so I requested it be completed in one hour which the technician said he could do. Total time spent was only one hour to work on our job request. He ended up only replacing the spout and shower head, charging the $550 for half of the job that was quoted. We asked him back to finish the job, which he came back and said the $550 was just for the spout and shower head, and that in fact the others couldn’t be replaced with the fixtures we had purchased. My husband explained this was not the impression given in the quote and in the request for the appointment, it was our understanding that all 3 would be replaced for the $550. We tried contacting the company multiple times to speak to someone about a partial refund, as we never would have agreed to $550 for half of a job. They have not returned our calls, or put us in touch with a customer service department. It has been over a month since this job and no one has returned our requests to speak to customer service to request a partial refund.

  Business Response

  Date: 06/06/2023

  in contact with customer. customer is going to pick out the right brand trim kit and we will send tech to go out and finish work at no additional cost.

  Customer Answer

  Date: 06/09/2023

  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:06/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March 2023 We had a backup in our sewage line in the basement, fumes escaping & filling the basement. Fire Dept came out & recommended we get business here to fix immediately. We called Roto Rooter and they came out immediately. & the next day ****** from Roto Rooter arrived to give an estimate of the cost of $ between 6,000.00- 9,000.00. to clean the sewage out of the basement. Roto Rooter said it would be covered by our home owners insurance. The team arrived to clean up the sewage. They said "It is a cover to the value of your home quote" by Roto Rooter emp. Aaron led a clean up team. 3 Roto Rooter emp told us it would be covered. They wanted to know who our water heater was with. I said West Jeff Plumbing. They called them & cancelled our warranty on the water heater because it was ruined by the sewage. The water heater needed to be replaced. Roto Rooter took it upon themselves to replace the water heater, I wasn't advised on it. They installed a $4,605.26 water heater. My Insurance Allstate said it was way over priced. More than double the price. more than they would pay. They won't over-pay the overage They would only pay $1600... West Jeff charged us $1250.00 , Allstate wanted a copy of that invoice. Roto Rooter is threatening to go to collections. They are not returning our calls Not Allstate Ins. calls. Allstate is trying to get a resolution with them.

  Business Response

  Date: 06/01/2023

  I had the master plumber ****** reach out to the adjuster from All State today to attempt to resolve this.  The water heater was damaged and needed replaced due to sewage getting into the tank between the walls of it per IICRC guidelines for water restoration.  We do not claim that any claim is covered by insurance we only state we will work with them to facilitate the coverage per page 2 of the contract that is attached.  Allstate is simply disagreeing with the price we charge for a hot water tank they are not claiming it did not need replaced and these are our regular prices and in line with the rest of the plumbing industry.  We will continue to attempt to resolve this with Allstate and communicate with the customer.

  Business Response

  Date: 06/06/2023

  We have reached out to the adjuster at All State who was on vacation until today 6/6/23.  As stated previously we will attempt to resolve this with All State on Diane's behalf but we do not guarantee coverage and as stated on the first page of the contract there was a signed entry stating that the price would increase due to the water heater being damaged and a larger area being affected.  We have not sent this to collections and once we reach any sort of resolution with All State we will reach out to ***** to discuss the end result prior to taking any action to collect from *****.

  Thank You 

  **** *******

  Customer Answer

  Date: 06/12/2023

  As a homeowner for over 20 years, I rely greatly on accurate answers to my questions and transparency about services rendered from companies that I work with. This did not happen with Roto Rooter (RR).  For example, before the restoration began, my local Allstate agent called me with different information about our coverage.  ****** the team leader, said this was "false" and that all RR services for our basement were "covered up to the value of our home". This was untrue. I was also told by Ryan A** when I expressed my concerns that "there was nothing to worry about" which has also turned out to be untrue. The biggest point of contention is the cost of the water heater that RR installed. In September, 2020, we had a 50 gallon water heater installed for $1,250. The highest cost I found in my research was $1,750. This is the same information Allstate had when they researched water heaters in our area.  RR charged us $3,863.94 which is over double the cost of a water heater. They did not tell us that they were cancelling our warranty with our plumber and did not inform us of the cost of the water heater they were installing. If they had done that, I would have called Allstate for their cap on water heater replacement and contacted our own plumber to do the job. We are senior citizens in our 70's living on a fixed income. I deeply regret relying on what multiple people told me at RR and the lack of important information by RR of the high end cost of their water heater. Now we are left with a high bill when we have very limited resources. In 20 years, I have never had a bad experience with any companies I have worked with until now. In addition, we have heard nothing from RR after leaving many messages over the past 3 weeks with several people in the company.  
  
  ****** *** *** *****
  

• Initial Complaint

  Date:05/31/2023

  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 ******* office runs like a circus in terms of how business is conducted. They overcompensated first, then when pressed for an explanation, they deflected and made another financial request. They avoid answering the insurance agent's straightforward questions about why they documented the incident in a certain way. Harassment is prioritized before providing even mediocre customer service, as evidenced by today's contact from a representative who, rather than listening to my concerns and working with me to find a solution, repeatedly interrupted me until I finally asked her to stop. It's insane to try to intimidate me out of money so you can cover up the over mitigation. It is unclear why the negotiations with the insurance adjuster came to an abrupt end.

  Business Response

  Date: 06/08/2023

  Manager went out and met with customer.  We have been in communication with the insurance company as well as the customer to come up with an fair resolution.  

• Initial Complaint

  Date:05/31/2023

  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 have received services from Roto-Rooter Plumbing today 05/31/2023. RR Team changed the washer on my backyard water spigot. We were charged $578.13!!! For 10 mins of work and the washer which max price is $30 (see pic attached), not the water spigot just the washer.
  The Invoice is very vague and I not clear enough (see attached), so I cannot read what was we charged for. From what I can tell reading it or assuming what is written - Fix /Repair spigot.
  The technician didn't tell us that it would cost almost $600!!! I would not agree to that.
  I couldn't reach out to anyone at Roto-Rooter. I left a message. My understanding is that when I call such services at least I can reach the customer service and request the invoice explanation.
  As an example when P.A.C. Plumbing, Heating, & Air Conditioning was repairing my heating system they spent hours at my house and charged me only $100 more than this company, as such I couldn't even think in my worse nightmare that to replace the washer can cost $578.
  Due to the fact that I was not advised in advance about the cost of this job, and taking into consideration the amount of work and its “complexity", I request the price to be adjusted to the descent amount.

  Business Response

  Date: 06/01/2023

  talked with Wife explain our pricing. Plumber had to go out to get parts to complete the job. Plumber mention the spigot need to be replaced.

  Business Response

  Date: 06/05/2023

  We have explain the pricing to your husband. Your husband sign for the work to be done. We offered to come back and check the spigot. Which we explain to your husband that it needs to be replaced.

  Customer Answer

  Date: 06/07/2023

  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. 

  I spoke to you and you promised to provide clear explanation of the services. You asked my husband to sign the paper and gave us a copy which is not readable at all. I don’t want to be redundant, but I will day it again - we were blindsided - nobody provided the estimates upfront. I have never in my life had such unprofessional and extremely expensive service. I didn’t agree to have anyone from your company in my house because I don’t trust you. I demand explanation of services and price adjustment due to insufficient services.
  
  
  Regards,
  
  
  
  ***** *********
  
  

• Initial Complaint

  Date:05/31/2023

  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.

  On 8/8/2022 *** ****** came to my house to do some pluming for the AC in the attic. On 5/15/2023 *** **** came to perform maintenance on the AC. I was told the pluming was not done correctly. (I can't attach the invoice). I have contacted *** ****** to come and finish the job, but no response. *** ****** located at **** ** *** ******* ******* *.
  The pipe needs to be covered per the AC company.

  Business Response

  Date: 05/31/2023

  They are stating *** ******* we are Roto-Rooter. Please verify...Thanks!

   

  Pat S******

  Customer Service Manager

  Roto-Rooter Services Company

  Customer Answer

  Date: 05/31/2023

  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:05/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern:
  
  I am writing to formally complain about the service I recently received from Roto Rooter. On April 2, 2023, I scheduled a service call to have my hot water valve repaired. The technician who arrived was late for the appointment, and he did not inform me at any point that the work completed was not guaranteed.
  
  When I received the invoice, I was shocked to see that I was being charged. I also found the invoice to be unclear, as the parts and labor charges were summarized and there was no detail behind the work billed.
  
  In addition to the above, I was also concerned that the technician was trying to upsell me on other repairs that were not necessary. For example, he tried to convince me that I needed to have my sink new pipes need to be replace, even though I had no problems with my sink.
  
  I contacted Roto Rooter to express my concerns, but I have not received a satisfactory response. I am therefore writing to the BBB in the hope that you can help me resolve this matter.
  
  I expect that Roto Rooter will take action to rectify this situation by:
  
  Removing the charges for the ptrap.
  Ensuring the invoice correctly breaks down the parts and labor charges.
  Providing me with a detailed explanation of the work that was performed. (attached not clear)
  Not trying to upsell me on unnecessary repairs in the future.
  
  If I do not receive a satisfactory response from Roto Rooter, I will be forced to take further action, including filing a complaint with the ********** Department of Consumer Affairs.
  
  Thank you for your time and attention to this matter.
  
  Sincerely,

  Business Response

  Date: 05/30/2023

  We spoke to *** ********* and explained to her that the sink with not secure in the home, We were able to fix her issues in the home so that she wasnt still dealing witht he original issue but we could not guarantee the repair without the sink being secured as it potentially could be an issue in the future with breaking.

   

  We also originally gave a discount on the service of 300 dollars to the customer at time of service.

   

  We have spoken with *** ********* regarding these facts and she is unwilling to understand.

• Initial Complaint

  Date:05/27/2023

  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.

  We woke up to the sound of gushing water in our pipes near a small existing leak we were aware of and had scheduled to get fixed. The sound made us panic so we turned off the main water source and called roto rooter.
  
  When the tech got here, he said he would need to cut a hole in either the ceiling of our family room or wall outside our bathroom to diagnose but he was not sure which would be the right place to cut. Desperate for help, we let him go with what he felt was the best option. He cut a hole in our ceiling just to say he now had to cut another hole in your bedroom wall outside the bathroom which confirmed a leaking shower valve (what our handyman had suspected for the initial water stain). The tech claimed he would have to cut a THIRD hole in the wall to get to the correct spot to replace the cartridge because the second hole wasn’t in the correct spot. He went out to pick up a cartridge and came back empty handed but with temporary hole replacements for the 2 holes he had cut into our ceiling and wall. They are $20 pieces that he charged me $100 for. I called our handyman who said he could do this no problem and couldn’t understand why he had cut holes. I asked the tech to leave as our handyman was unexpectedly available to come that day. Our handyman was able to diagnose and evaluate EVERYTHING without a single hole in the wall. He didn’t even bother looking in the existing holes as he was able to do it all from taking the shower lever out to access the valve. He also noted that the tech should have measured the correct location when cutting the second hole. He found the part the tech was unable to find, and is currently fixing the valve as I write this. We paid $701 dollars for a tech to come and half diagnose the problem, put two unnecessary holes in our ceiling/wall and overcharge us for parts we didn’t want to repair his careless damage. I don’t mind paying the house call fee but we deserve a refund for the unnecessary damage and parts.

  Business Response

  Date: 05/30/2023

  Spoke to customer and after all investigation with plumber and the job at hand. We came to an agreeable solution with customer, and they were satisfied with end result.

  Business Response

  Date: 05/30/2023

  Spoke to customer and after all investigation with plumber and the job at hand. We came to an agreeable solution with customer, and they were satisfied with end result.

  Customer Answer

  Date: 05/30/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and accept the proposed solution of a full refund. 
  
  
  
  Regards,
  
  
  
  **** ******
  

  Customer Answer

  Date: 05/30/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and accept the proposed solution of a full refund. 
  
  
  
  Regards,
  
  
  
  **** ******
  

• Initial Complaint

  Date:05/24/2023

  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.

  This incident occurred on or about May 18,2023. Roto-Rooter was called to repair a problem with an over-flowing washing machine drain. In the process of fixing the problem, the service man broke a pipe at the joint under a concrete floor, causing water to come up under the floor. After days and days of circular calls, Roto-Rooter refused to send a decision-making manager to our home to examine the problem. Further, an "excavation manager" at the company, sight unseen, referred to our "old and deteriorating" cast iron pipes. I am in possession of the broken pipes, which are not at all deteriorating. Roto-Rooter refuses to correct its mistake at no cost to me. As a result, I have paid Roto-Rooter $468.00 to create a problem that may cost me several thousand dollars to correct. I have been met with total obstinance, unreturned e-mail messages and telephone calls, and uninformed conclusions by company representatives. I have spent literally thousands of dollars with this company, but no more. They will never work at my house in the future. The terrible attitude with which I have been met is inexcusable. I am seeking nothing more than for Roto-Rooter to accept responsibility for its error and fix what it broke.

  Business Response

  Date: 06/02/2023

  Customer contacted our
  offices and stated tech “broke” a pipe. 
  Additional Technicians and an Excavation Supervisor were dispatched to
  assess the claim over the next few visits. 
  Pictures and videos were provided to Managers to get a sense of the
  issue.  Managers with over 40 years of
  experience working with this material concurred issue occur due to unforeseen
  deteriorated piping.  Both Technicians
  and Supervisor determined that the pipe had partially deteriorated below the
  ground due to its age.  Customer advised
  the life span of cast iron piping is 50 years and piping below ground exposed
  to moisture even less.  Piping is
  installed in crawlspace under the dirt. 
  The home is approximately 65 years old and has original piping.  The customer was advised that the tech could
  not readily determine the condition of the pipe below ground.  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 below ground.  Customer was given a
  standard quote for additional repairs. 
  Customer refused.  The customer
  was offered additional substantial discounts which were 30% off standard
  pricing.  The customer refused.  The customer threatened to do all he could to
  besmirch the RRSC name if it wasn’t fixed for free.  Customer stated he had lots of legal experience
  and “loved to go to court”.  The customer
  was advised that would be unfortunate and not our intentions and was offered
  even more discounts for repairs (50% off). Customer has been adamant work be
  done for free and advised that would not be possible.  Customers’ emails and phone calls have always
  been answered in a timely manner. 
  Customer was visited at his home at his request by Managers.  Customer was always treated with courtesy and
  respect even when customer was belligerent.

  Customer Answer

  Date: 06/02/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. The response from Roto-Rooter contains several instances of mis-information or, in some instances is missing crucial information. 

  The misinformation regards any offers of mitigation from Roto-Rooter. I have received no offers of mitigation from the company. The statements that I have been offered a 30% discount and a 50% discount are patently false. If Roto-Rooter can produce any evidence that its statements are true, I will be happy to review such evidence.  

  If the technician who capped the pipe was at all competent in his field, he knew the pipe was broken and withheld that information from me, which suggests that he, the technician, broke the pipe and and withheld such information from me, hoping that it would not be immediately noticed and that in the meantime the blame could be shifted elsewhere. The only other explanation would be that the pipe was fully intact when the original technician left the premises, and overnight deteriorated to such a degree that it fell apart and less than twenty-four hours later a second technician merely touched the capped pipe and identified the break.

  I am not an unreasonable person, but it is difficult to engage in a civil exchange when the other side is unabashedly dishonest. I am a 73 year old retiree (but not a fool) on a fixed income, which puts a lot at stake for me. If I am entering into a discussion with another party, the least I expect is a minimal degree of honesty. Lying to the point of making up specific offers is nothing less than bullying. If the company truly believes that it can defy every sense of logic in this matter, then it must believe that the earth is flat. 

  It is true that I expressed my willingness to take this matter to court and it is true that I advised the company that I would place negative reviews wherever possible. The review sites exist for a reason. This is a reason. Further, a person in my position lacks the backing of corporate lawyers and stone cold insurance carriers. I must draw on the resources available to me. If Roto-Rooter is unhappy with my taking advantage of those resources, it should act in good faith and admit its mistake. Thus far the company refuses to accept any responsibility at all, and has the audacity to coax me to pay out of pocket even more money as a reward for its dishonesty. This speaks poorly of this company from top to bottom. 

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

  Business Response

  Date: 06/07/2023

  Customer contacted by phone and email and advised repair to washing machine drain line will be made.  After much deliberation we have decided to go ahead and repair the small section of pipe for the washing machine drain line.  We are NOT admitting fault but seeking the best action to expedite this complaint in the interest of "Customer Satisfaction".  Keep in mind that your DWV cast iron system is approximately 65 years old.  Cast iron has a life expectancy of 50 years and pipes in the ground have a lesser life span.  Please reply to this email and all the individuals listed.

   

  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.  The company has agreed to attend to this matter at its own cost. I appreciate the assistance of BBB, and we may consider the matter concluded. 
  
  
  
  Regards,
  
  
  
  ******* *********