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:05/22/2023

  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 4/16 I had a backup in the basement. 4/17 they sent someone to snake drain. ~$750 later they said they couldn't clear it all but did get some waterflow allowing basement to finally drain more, and brought in supervisor. I was told that they needed to hydrojet the line to clear roots that fully clogged line and that they needed to excavate the basement to gain access. They charged ~$9k and i was under impression that this included line repair. was told that if they couldn't fix the problem they would have to excavate outside and that would be more. Instead, after clearing line they charged an additional $3k to do actual line sleeve repair even though they did not do any outside work. at this point I felt committed to finishing the job to prevent future issues. However, my basement already had a drain access line which should have been suitable for the hydrojet which means I should have had a lesser charge to start, clearing the line and than having the choice to pay for the larger repair cost after or seeking another company to do the work. At the very least they had line access from the sidewalk which was confirmed when their tech initially hydrojetted from that point and missed the turn to the blockage. he had to return the next day and used the basement access. I asked why they didn't use the original access and believe I was told they needed straighter access for repair sleeve further explaining my presumption the repair was included in initial invoice of excavation. Instead, I was charged more at a time when I was desperate to have proper plumbing usage and extra to complete the work. Initial invoice document for video inspection shows the resolution as a spot repair fixing the line which is why i expected that to cover all costs for repair as it was obvious that there would be line breakage as well in that location.

  Business Response

  Date: 05/30/2023

  Roto rooter used the inside pvc cleanout and discovered a block in the line. We charged to remove the blockage and had to up charge to install a patch out under the porch. We gained access to go further from the inside and avoided the additional dig outside. The upcharge was for additional materials.

  Customer Answer

  Date: 06/01/2023

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

  The response outlines the totality of the work done but does not address the fraudulent nature of the work conducted with the initial invoice. They conducted a very costly $8500 procedure that i later realized was UNNECESSARY to complete the work included in the initial invoice, in order to secure a larger payday and take advantage of my stressed and desperate state to find a solution, I was at this point committed into the follow up repair cost or potentially pay a larger sum again to another company to do a repair later. The expensive resolution should have been proposed after the initial clog was managed from the easily accessible line and a cheaper initial invoice.

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

  Business Response

  Date: 06/01/2023

  Roto rooter used the inside pvc cleanout and discovered a block in the fully charged line with no visibility. We charged to remove the blockage and had to up charge for materials to install a patch out under the porch. We gained access to go further from the inside and avoided the additional dig outside. The upcharge was for additional materials and not extra labor. in order for us to apply a patch we need a straight run, access to discover what needed to be fixed was charged on the 1st invoice as stated. (If other work needs to be made, the homeowner will be made aware of any price adjustments.) Homeowner was made aware as he approved additional work.

  Customer Answer

  Date: 06/06/2023

  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.
  

  hopefully not duplicate as it appeared previous attempts to send this did not go through.:

  They reference a "fully charged line" which i'm guessing refers to it being full of water. I'm unsure if that would be the case as the initial crew who snaked the line said they did get a release of water pressure and it allowed my basement to drain. This was before any additional work performed on the 2 invoices in question. I had a meeting scheduled this past friday (6/2/23 I left work early) to review the videos but their representative failed to show. 

  
  I do concur as you've mentioned and I was told on the day that you needed straighter access "to do the repair". However, you did not need straight access to hydrojet the line for clearing. The guy who did that portion of the work initially came through the access line near the sidewalk. That was completed the afternoon of the 17th without using the excavation point. I included pics of the roots removed and chat text with my roommate who was at the house following his work relaying the details. Therefore, the excavation that was conducted for the initial invoice and listed work was unnecessary. It was a fraudulent service, charged and conducted at the time in order to take advantage of a stressed and desperate customer to gain immediate excessive profits. It was only after that committed charge, that I felt the compliance to go along with the additional service of repair at the lesser additional cost.

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

• Initial Complaint

  Date:05/22/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Roto-Rooter for the first time in August of 2021 to fix a clogged kitchen sink. I was caught off guard by their pricing. The technician was here for under 30 minutes and charged me $500 to snake the kitchen sink. I’ve called local plumbers for this, and they’ve charged me no more than $200. I wish this company were more upfront about their pricing.
  Nevertheless, my downstairs toilet was overflowing last month, with water in my kitchen and basement. I was in a pinch and called Roto-Rooter. A technician came out immediately and said there were tree roots and other debris in a pipe, which he removed. I was charged around $700. Less than a month later, I’m having the same problem again. My kitchen is flooded with water from the toilet.

  Business Response

  Date: 05/22/2023

  Spoke with customer and we are sending another technician out to re clean the line.  We have completed a video inspection which shows that the line is compromised.  We are not going to charge for the cleaning.   However I did reiterate to the customer that being the line has mechanical issues that this has a high chance of backing up again possibly frequently until repairs are made.

• Initial Complaint

  Date:05/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 4 put in a request to fix toilet. Roto tech came to the house. Quoted me a fix of $850. I gave him my card info and told him to fix immediately. My tenants said the did not fix. A few days later another tech calls and says he needs my card info to fix the toilet. I ask him if he is complete he says no. A week has gone by and the sewage water has now damaged the house. The tech says he can come back to fix so I text him the card info. He texted back and says the fee will be $685 Labor and $5.40 parts.
  I checked my bank account and roto rooter charged $690 and $734.65. I found out that the first roto tech broke the part trying to fix the pump and the second roto tech charged me for it. This is unacceptable. I would like a full refund for the terrible service and the theft of funds and the lie of who broke the pump.

  Business Response

  Date: 05/29/2023

  Spoke with customer and agreed to a full refund.

• Initial Complaint

  Date:05/20/2023

  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, Vlad from Rotor Rooter located at ******* **** ***** ****** ***** ********* ** arrived at our house on 5/9/23 about 5 pm at our request to remove a clogged sewer line after waste water backed up into our shower after flushing the toilet in that bathroom. After about 2 hours he called a manager to bring a camera, and he arrived about 45 minutes later. He then claimed that the sewer line under the home's slab was "misaligned" and would require excavation and repair. We declined that service and both Rotor Rooter employees left after replacing the toilet and the clog was not removed. We were charged $809.23 (invoice no. ************). The next morning we had a licensed plumber ******** ******** *** of ************* ** visit. Their plumbers **** and **** removed a paper clog in 1 hour and we were charged 385.00 (invoice *****).
  
  The plumbers from Rotor Rooter were at best incompetent and at worst seeking to perpetrate a fraud. We are therefore seeking a full credit to our ******** ******* account and have disputed $809.23 charge with ****.

  Business Response

  Date: 05/30/2023

  Refund was processed on 5/23 by our office manager back to the credit card.  $809.23...

   

   

  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:05/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Around the beginning of the year, my toilet clogged up and my upstairs bathroom flooded. I called Roto-Rooter to send a plumber. I only requested a plumber but the first person to show up at my house was the water removal and cleanup guy. The flooding wasn't close to being severe but the guy insisted there was excess damage and they needed to start removal right away. I was in an extreme state of shock and anxiety so I agreed for the process to begin. The flood lightly affected 3 rooms, but they came and destroyed up to 7 rooms. Not only did get charged unnecessary charges because they decided to do the removal in unaffected areas/rooms for no reason, but I also had to live in the worst conditions because of the way they left the house. They charged me thousands of dollars for my perfectly fine rooms/ areas. Unbelievable!! I trusted Roto Rotter since they are a well-known company, but they took extreme advantage of me.

  Business Response

  Date: 05/18/2023

  All standards on this category 3 water mitigation were followed in accordance with the IICRC standard for water restoration given the severity of the customers issues. All pricing was based off of Xactimate which is the standard for this industry. All work performed by Roto Rooter was submitted and approved by the customers insurance company. At no point did Roto Rooter do any work that was out side of the contractual agreement signed by the customer. Please see attached.  

• Initial Complaint

  Date:05/17/2023

  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.

  We had a back up in our bathroom and had RR come in to fix the issue on 2/7/23. They insisted that they needed to break up the cement to water jet "the new sewer line trap in and out". Were supposed to re-cement the pit for sewer and pump. What they did was attempted to jet the line, did NOT jet the line, and simply replaced two caps. Did not place a new sewer line trap as promised. They did not perform their services as promised or stated.
  
  We started seeing water back up into our bathroom in the days immediately after. Numerous calls to RR were placed to no avail. Raw sewage coming in bathroom on 3/23, RR indicated that this was not a RR issue but "probably a city line issue". RR would not come out to look at the issue, and kept advising for us to call an 800 number and ask them there. We contacted the 800 number for RR and was told by the employees there that we should have never been advised to contact them, and for us to contact the local RR. We spoke to RR and they then informed us there is no guarantee on their work because they didn't perform any plumbing work. Further, they never repaired the trap. RR came on 3/23 and said that it's not an RR issue, there was an issue 64 feet out (which was never mentioned 2/7 nor 2/8) and to contact the city/311.
  
  DEP came on 3/23 and ruled out that it was not a city issue, but a RR issue as all lines were clear. DEP Closed our case on 3/24/23.
  
  We believe that RR broke the check valve the day they came to scope the line 2/8. That is what created the damage and caused the flooding and raw sewage to seep in.

  Business Response

  Date: 05/18/2023

  Please see attached invoice showing. We only replace house trap located in the home. We cleared trap and line of debris. We are not responsible if the city back up on there side of the sewer. We did not replace any sewer lines to the city or touch anything related to the city side. We completed what we said we was going to complete for the customer.

  Business Response

  Date: 05/23/2023

  please see attached , we only exposed the house trap and did not touch the check valve which is located in the main line 

  Customer Answer

  Date: 05/30/2023

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

• Initial Complaint

  Date:05/17/2023

  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 5/4/2023, Roto Rooter employee "Trevor" arrived to my home to address a leaking outdoor water spigot. After not fully investigating the possible source of the leak, Trevor assumed the cause was a pipe and cut a hole approximately 10"x8" in an interior wall of my home (see photos Wall, 1, 2). Finding that there was no pipe damage, Trevor again examined the outside spigot and realized the cause was simply a bad gasket that needed replacing, which he did. After replacing the gasket, Trevor attempted to remold the existing putty (that has been in place for over 20 years), rather than applying fresh putty. This resulted in the aged putty cracking, falling off, and otherwise being deformed (see photos spigot, 1, 2). Trevor then charged me $398, under the code 111 - "Replace Outside Front Hose Bib - Pipework + Parts (see photo Invoice).
  
  *note, I was not home during this time and my wife, who was present, signed the invoice.
  
  I followed up with a complaint to Roto Rooter online because:
  1. Trevor was negligent in properly assessing the work needed.
  2. Trevor negligently damaged the interior of my house.
  3. Trevor failed to properly complete/perform the work on the outside spigot.
  4. Trevor negligently/erroneously charged me for replacing a hose bib, for parts, and for pipework that did not occur.
  
  *On the reverse side of the Roto Rooter Invoice, item 2 of the Terms and Conditions expressly states that Roto Rooter accepts responsibility for property damage in the case of "negligence or failure to perform work in accordance with the contract between us"
  
  On 5/5/2023, I was contacted by Brian B****, a representative of Roto Rooter, regarding my complaint. I explained the above situation and B**** agreed to have the putty replaced, wall fixed, and invoice corrected (see photos text1-3). As of 5/17/2023, the matter has not been resolved and B**** has ceased communicating with me. Therefore I've petitioned the BBB to seek a favorable resolution.

  Business Response

  Date: 06/01/2023

  
  
  Dear Valued Customer,
  
  We hope this letter finds you well. We are writing to address the complaint you raised with us regarding the service we provided on 5/4/2023. We would like to assure you that your satisfaction is our utmost priority, and we have taken your concerns seriously.
  
  We are pleased to inform you that we have been actively working on resolving the issues mentioned in your complaint. Our dedicated team has been diligently investigating the matter and taking appropriate steps to rectify the situation. We understand the importance of resolving this matter promptly and to your satisfaction.
  
  We appreciate your patience and understanding throughout this process. We understand that dealing with a complaint can be frustrating, and we apologize for any inconvenience this may have caused you. Your feedback is crucial to our continuous improvement, and we value the opportunity to learn from this experience.
  
  Once the resolution is fully implemented, a member of our team will contact you to ensure that the solution meets your expectations and to address any remaining concerns you may have. We genuinely appreciate your business and the trust you have placed in us.
  
  Thank you again for bringing this matter to our attention. We look forward to resolving it to your complete satisfaction. Your continued support is greatly appreciated.
  
  Sincerely,
  Brian B****

  Hiring Manager, Roto-Rooter

  Customer Answer

  Date: 06/06/2023

  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.

  Mr. Brian B**** has been responsive in sending an employee to repair the damage to my wall and fix the putty outside at the spigot. However, I am still awaiting an adjustment to the original invoice as offered. Please see the attached text pursuant to this discussion. Once the necessary corrections are made and a reimbursement is sent, I will consider the matter favorably resolved. Thank you very much.
  
  
  Regards,
  
  
  
  ******* ******
  
  

  Business Response

  Date: 06/08/2023

  We spoke with *** ****** over 2 weeks ago and had our service technician visit his premise and resolve all of his issues. We corrected the issue he stated and also repaired all drywall work that was exposed. Upon completion *** ****** spoke with Roto Rooter Manager Brian B**** and was satisfied with our follow-up and the work that was performed.

• Initial Complaint

  Date:05/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Jan 31,23 Basement flood. Roto Rooter 2/1 Running water till it backs up in basement toilet/shower. Next camera feed from the back yard to the house. Camera could not look further, grease and a block trap. Expert opinion main sewer line collapsed. Est$11,200+$250 remove fence. Included excavation 9ft deep to expose trap, replace 15ft clay sewer incased with PVC. This will resolve flooding/sewer backup problems. We had no choice, had to protect our home. Took the quote, start 1/23. 3/31 backup/flood in basement. 4/1 Roto Rooter snaked and unclogged the pipe which cleared and solved the problem. Second Tech arrived camera the pipe, I view with them. When camera was pulled back from the house, we see Cast Iron Pipe with water running down into a PVC pipe not connected. I asked “could this have happened when replacing the sewer line. They did not know and quickly left.
  4/3, Roto Rooter calls, I asked about the non-aligned pipe discovered in the camera feed on 4/1 Their reply, some pipes have a dip in them. They talked amongst themselves and asked to come by. When arrived they adk to see the basement and if there is a Flapper anywhere. I replied yes.
  Can someone come over and take off the lid. Very odd, so I said I can. I uncover the lid. He said that is the problem, take off the Flapper you will be all set. One hour later it had slipped my mind we never talked about the misaligned pipe. Thinking perhaps this Flapper was the root case of the whole situation. If this was properly diagnosed it would have not been necessary to dig up our yard and replace 15ft of pipe and the $11,200 + $385 totaling $11,20 paid to Roto Rooter. Concerned about the misaligned pipe.
  I get a second opinion for which I hired *** *** ****** 4/11 amongst other services. $320 She Camera Snaked the same line and has determined the mis alignment is in fact a problem and this was not properly handled. This non-aligned pipe will cause sewage to drain into the earth and eventually cause a sink.

  Business Response

  Date: 05/17/2023

  Roto Rooter performed a spot repair to remove an outside house trap which had be inidated with steel rods and water bottle along with a large amount of cigarette butts and other debris the house trap was the source of the ********* back up. We were contracted to remove the house trap install a check valve and cleanout access to  alleviate the overflow and restore flow,the line was hydro jetted as in all spot repair procedures. Flow was restored to the line fixtures were tested. On or about 3/31/23 ********* had another small backup in there basement.  We responded to the call and rang bell no answer.

  A couple of days later we met with customers went in the basement looked around to discover a concealed old check valve behind a wooden enclosure which was not visible to any technicians on prior visits.  **** ******** opened the wooden enclosure and we discovered the valve she opened it and we tested flow all was working however she had a new one that  we installed as part of our outside work on 2/1/23. We recommended that she remove as she did not need two she concurred removed it and sealed up the cover. **** ******** was releaved and all was working fine and we left. **** ******** was sent the invoice  per her request and the project was completed in a professional manner. Since then there hasn't been a problem with anything regarding our trap removal project. **** ******** hired another plumber who used to be employed by Roto Rooter. She apparently went there for a seperate issue Water heater install and they got talking and she offered to video inspect the customers sewer line for her, charged her 320 dollars for that service.  Coincidently there is now a complaint against Roto Rooter Services for a misaligned section of pipe which has nothing to do with our repair and is not causing any  flow issues related to our spot repair. Please note that there are always misaligned sections of pipe in many homes its very typical with clay piping. As you can see in our pictures the repair was conducted and you can see the debris in the trap in which we removed. We understand her motive however Roto Rooter Services has provided the requested response. Please understand that Roto Rooter ocassionally becomes the victim of other companies reporting, suggestions, and influence regarding a competitors comments. We consider the matter closed.

  Customer Answer

  Date: 05/18/2023

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

• Initial Complaint

  Date:05/14/2023

  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.

  My pipe burst in my wall flooding my floors in the evening and I called Roto-Rooter for assistance a little before 6pm EST. The rep initially told me that someone would be at my house within 2 hours and will contact me 30-45 minutes before they arrived. At 7:30pm EST since I hadn't heard from anyone I called in for a status update. To my surprise when asking for an update a guy that appeared to be in management named **** was very rude. At first he stated he didn't know when they would get to my house. Then after I mentioned someone gave me an ETA the first time I called he said, they'll get there when their done with their current job. It wasn't what he said just how he said it that came across unnecessarily offensive. You would have thought I called in angry/upset or that his house was flooded instead of mine. I wasn't upset at all just was wondering when I should expect to hear from the plumber since I wasn't contacted when I was told I would be. *******, the plumber showed up a little after 8:30pm. After assessing the issue he told me it would cost me "$600/$700" to fix the pipe. Basically just threw two absurd amounts out there and of course charged me the latter $756 to be exact. I paid it because no other companies I called were sending people out for the day. The next day when I sent the pictures to another plumber I was told it was a $150 job and he couldn't believe Roto-Rooter would charge that much for such a simple job. On a good note ****** reached out to me from Roto-Rooter to ask if she could help with the water mitigation process. She was very kind and polite. I would have definitely let her help with mitigation if it wasn't for the bad experience I had with **** and also being overcharged for the job. I would like a portion of what I paid to be refunded.

  Business Response

  Date: 05/16/2023

  customer was correct and was accidentally charged a double line item and was issued a credit for the error.  The customers statements regarding the cost were addressed and it was explained that we use flat rate charges and the price is the same any time day or night.  The customer was upset by the attitude of a rep he spoke with on the phone and I apologized as there should not be any negative attitude by anyone in a local branch or from the call center (as this was).  The customer is satisfied.

  Customer Answer

  Date: 05/16/2023

  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:05/13/2023

  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 9/2/2022, Roto Rooter came to fix my kitchen faucet that was leaking and had caused damage to the ceiling of my basement. They fixed the faucet temporarily and I had all my basement damage repaired. However, on 3/23/2023, I asked Roto Rooter to come back because after only 6 months, the exact same kitchen sink faucet that they repaired was leaking badly and water damage occurred again in my basement. The Roto Rooter technician that came on 3/23/23 fixed the sink, however his manager somehow came to the conclusion that day (from afar on a phone call without seeing anything in my house) that the leaky faucet was not an installation error from the September 2022 installation. This baffles the mind because I have not had any other issues with my kitchen sink or leaks into my basement besides this sink that Roto Rooter fixed, so what else would the problem be other than an installation error? It was clear Roto Rooter was just seeking to absolve itself of any liability, as they did not even offer to have someone come and give an estimate as to how much it would cost to fix the damage done to my ceiling basement by the leaky faucet they installed.
  
  For a company that bills itself as "North America's #1 residential plumbing repair and drain service company," I would expect that a fix to a leaky faucet in my kitchen would last longer than 6 months (i.e. from Sept. 2022 to March 2023). I believe they should fix the water damage in my basement.

  Business Response

  Date: 05/24/2023

  We will be reaching out to *** **** tomorrow 5/25/23 to resolve the said issue. It is noteworthy to state that Roto Rooter made a a visit to the residence of *** **** to verify and confirm the issue and informed *** **** that we would reach back out after we verify our technicians statements and notes and the warranty of the product installed. 

   

  Customer Answer

  Date: 05/30/2023

  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. RotoRooter called me and said that they would pay for the fix to my ceiling basement. I am in the process of getting three estimates for them per RotoRooter policy, and will send those to them so that RotoRooter can choose a contractor per their policy. 

  
  
  
  Regards,

  ******* ****