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 Plumbing & Water Cleanup

  6356A Corley Rd Norcross, GA 30071

  
• 

  Roto-Rooter Plumbing & Water Cleanup

  18544 US Highway 19 N Clearwater, FL 33764

• 

  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:04/10/2023

  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.

  Bedroom shower was clogged on 8/13. Line was snaked by rotor rooter through toilet. Was told a supervisor would bring camera to check the line to make sure no issues which we thought was done but was not.3/9 washing machine backed up and flooded house. Line was snaked again and line was checked with camera and was told we had a large amount of scale build up and needed to have the lines cleaned out estimate given. Next day 3/10 shower backed up and called again. Technician came out and got supervisor involved because I stated had we had known about the build up on 8/13 we would had the lines cleared at that time. He gave me supervisors name and number(randy)and I called him and discussed that I feel that by them not looking at the line with the first time on 8/13 that this could have prevented the issue as we would have addressed it then. He stated that he could take about $400 off but then stated there was a bigger issue a cracked pipe towards the street. I asked if that was all he could discount and he never gave me an answer. I asked him for an itemized estimate with the discount and I would call him back. I also asked when they could do it and he stated the next day. He sent the video and and an $4500 estimate which was not itemized. We couldn’t see really what he was looking at on the video. I called him back his phone went straight to voicemail I also texted him no response as we had more questions. We were willing to do what needed to be done but after him not returning my call on Friday as well as Monday to answer our questions we decided to call another company and they came out and ran a camera and discovered pipe was not broken and we had a large amount of scale. We had this company do the procedure. I have called Roto-Rooter 5 times to discuss this as I feel had they had run the camera through the first time we wouldn’t be where we are now. I have had no return call. I am looking to be compensated for the visit on 3/8 which we paid $722.08.

  Business Response

  Date: 04/14/2023

  I have reached out to ******** via email. She responded via email stating she will not be available to discuss resolve until Wednesday April 19, 2023.

  Customer Answer

  Date: 04/19/2023

  Better Business Bureau:
  
  
  I spoke with ***** today and we have resolved the issue. ***** had agreed to to refund my $722 to me via check as we paid by check. ***** was very quick to apologize and make sure the issue was resolved. He also did state after reviewing the video there was no crack in the line and he was glad we ended up not fixing it.
  
  
  
  Regards,
  
  
  
  ******** ****
  

• Initial Complaint

  Date:04/07/2023

  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.

  Last year in January, I had Roto-Rooter install an injector pump because, according to them, my old one failed. I also paid heavily for water restoration. In March of this year, the pump failed again. They sent a plumber who did NOT inspect the pump to see if it had been installed correctly, e.g., the floater is in the right place. When he came to talk to me, he stated that he wasn't sure what was wrong with it. Then he said "oh wait, let me check the plug." He unplugged it and plugged it back in. I told him I wasn't hearing it kick on but he said it was fine and he wasn't seeing any water. So I paid for another water restoration, which was completed at the end of March. It's now April 7 and the pump has failed again. We have unplugged and re-plugged and it's still not working.
  
  I called and they said that they had already done what they could. They stated that the pump was had a 1 year labor warranty and that they had "tried to make it right" by not charging me for the truck roll in March when I 1st called. I've spent close to (or above) $10,000 with these people and I still have water in my basement. They're now saying I'd have to pay for another call and another pump. They're also claiming it's an electrical issue but nothing else in my basement is kicking on/off.
  
  I want them to actually inspect the pump (take it apart), make sure it's installed correctly, and clean up the water in my basement. This appears to be a consistent issue with them based on other complaints.

  Business Response

  Date: 04/14/2023

  Spoke to the customer , resolved issue. 

• Initial Complaint

  Date:04/06/2023

  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.

  On April 4 ,2023 paid 367 for this job that seems to be worse then before I called I was advised the plumber Noah would arrive on the 4th he did & the plumber arrived and then did a really quick job the pipes initially were causing the sewage to go through to the showers when he left after 30 minutes claiming the issue was resolve it seem to be fine til the next morning and we continued having the same problems I called and spoke to a woman named Jessica who said the would send a second technician to evaluate the issue she said he would arrive at 4 arrived at 445pm then they quoted me 645 more on top of what I already paid so when I called Jessica back to talk about my issues she hung up on me very rude then I called back was transferred to someone name Sara where I voiced my concerns & I was advised I would receive a call back with in the hour or two with a resolution. i waited once the time past and i recieved no call I was livid but the company was closed so I couldn't speak to anyone I want a refund this is beyond insane to think 30 mins of "work " that didn't repair anything should cost 367 and expect me to entrust u with 645 more when there is no proof of transfer act with you're customers or even addressing the issues they wanted to patch up what ever was wrong obviously instead of informing me on inital inspection if there were further issues with plumbing that needed to be addressed they never stated it was anywhere to the extent it is now so how does my plumbing go from bad to worse and a company not value its customer enough to acknowledge they are in the wrong and make it right maybe the plumbers need more training as well as customer support and managers because this experience has me to where I'll never recommend this company I feel ripped off no honesty at all no curtesy to call back and just rob people of money instead of addressing the main issues like requested when we called to schedule the service I would appreciate a full refund and apology.

  Business Response

  Date: 04/14/2023

  Since the customer is not satisfied with our work, we will issue a full refund.

• Initial Complaint

  Date:04/06/2023

  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.

  On 3/9/2023 Roto Rooter installed a new sump pump for us at the cost of $1074.06. Both the technician that day and the office person when I made the appointment said there was a three year warranty on the pump.
  Today, 4/5/2023, the pump failed and flooded our basement. The technicians tell us we must pay for a new pump and are responsible for returning the old one to the manufacturer to collect on the warranty. This was never explained to us during the purchase and installation of the first pump.
  It is deceptive to sell the pump with a “three year warranty” and not stand behind the product. Roto Rooter buys these pumps and should be responsible for replacement under warranty. At the very least Roto Rooter should make it clear that THEY do not warranty the product.
  Also, they install the exact same pump so this could happen again and again.
  I spoke with a Roto Rooter manager, Scott Dugan, who was unwilling to help. He said I own the pump and the warranty is my responsibility. I asked to go up the chain and speak with his boss and was told it would do no good and he would not transfer me to a higher level supervisor.

  Business Response

  Date: 04/11/2023

  This customer was provided and had installed a new pump under warranty. The customer was also refunded the $545 that they were charged for the replacement on 4/6/2023. 

  Customer Answer

  Date: 04/11/2023

  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:04/05/2023

  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 1.28.23 I had Roto Rooter out to resolve a plugged drain issue. I paid $600.00 and was assured the problem had been resolved. I had to call them back out the next day as the toilet they had removed was replaced incorrectly. I called again on 3.29.23 for the exact same drain issue only to find out that Roto Rooter would not honor any type of guarantee or warranty for their work. I spoke with scheduling who could not get a supervisor to take my call and was assured that I would here from someone within 24 hours. To date I have not heard from a manager or supervisor.

  Business Response

  Date: 04/05/2023

  Talked with customer about issue. Sending A Field
  Supervisor out to investigate on 4/6/2023. Customer was satisfied. 

  Customer Answer

  Date: 04/06/2023

  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. 

  Roto-Rooter went above and beyond to help me with my issue
  
  
  
  Regards,
  
  
  
  Melissa Ritter
  
  

• Initial Complaint

  Date:04/04/2023

  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.

  Got charged $8,200 for an excavation job done due to water leaking under the slab with a hole of 3'x2'x1'. No detail invoice or walk through after the job is done, and credit card got charged before job completion without a detail invoice. 3 weeks later, the water leaked on the same area, and it took me about 3-4 days to get someone from Roto-Rooter to respond and come out to do the warranty job. Another 2 weeks later, the water leaked again on the same area, and this time I asked to redo the pipe due to the faulty fitting they placed initially. More to that, the bathroom floor behind the leaking area got wet and damaged which currently seeking for Roto-Rooter to get the replace it after spending a week to dry out through the water restoration.

  Business Response

  Date: 04/08/2023

  Reviewed the job scope with the customer and we have taken follow up actions to correct issues in the home.  Credit approved.  Customer seems satisfied.  

  Customer Answer

  Date: 04/12/2023

  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.

  It has been 3 days after receiving feedback from the business.  The agreed credit of $3,775 did NOT charged back to my credit card as the approved by the manager. 

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

  Business Response

  Date: 04/12/2023

  We have responded with the customer and explained it took 48 hours to issue credit.  Credit has been issued and it will take 2-5 business to show up on card.  Customer is aware.

  Customer Answer

  Date: 04/14/2023

  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:04/02/2023

  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.

  Full refund as original problem remains which is unclogged bathroom. When I asked where does the first receipt state one day warranty he took his pen and marked on the copy of my receipt seven days. He said the attendant who answered my call did not know anything and every time he spoke he told us to trust him. If he is trustworthy then he should not ask us to trust him every time he spoke. I asked to speak to his manager while he was at our house and he refused x. His name was eduart.

  Business Response

  Date: 04/03/2023

  We have communicated with customer, based on information supplied by customer we are issuing a full refund. Customer was happy with resolution. 

  Customer Answer

  Date: 04/11/2023

  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. 

  4/11/2023 Per phone call:

  Please close my complaint as resolved at this time.
  
  
  
  Regards,
  
  
  
  ***** *********
  
  

• Initial Complaint

  Date:04/02/2023

  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 5/8/22, the sewage backed up in our basement. We called Roto-Rooter at the recommendation of a friend and they were out there the same day. The initial representative attempted to clear part of the line and nearly got stuck. We scheduled someone with a camera to come out and they notified us that the pipe completely collapsed and would need to replace at least 35 feet of sewer line as the camera couldn't go any further. They quoted us $13,200 with the potential of going further depending on if there were further obstructions. They came out after a couple days and found that they would have to replace the entire sewer line, so they added an additional $5,880 to the quote, making a total of $19,080 in cost.
  
  After they replaced the sewer line, they mentioned that they would heap the dirt so it would settle and it would take about 6 months to do so. However, we experienced heavy rain, and it settled too much and created up to a 2 foot trench after just 2 months. The representative I spoke with told me if it settles incorrectly to give them a call so they could fix it. Over the next 5 months, I called Roto-Rooter a total of 15 times to get them to come out to level/add dirt. Each time, I was told that they would come out to level the dirt, but they would never call me back. When I tried to escalate, they would mention that their supervisor was out and they would call me back soon. They never did.
  
  
  The desired solution is for them to come out and level the dirt as it settled too much.
  
  Ticket Number: ******** 

  Business Response

  Date: 04/11/2023

  Received pictures of the settled trench and spoke with the customer. Roto- Rooter scheduled with the customer filing the settled trench to grade.     

  Business Response

  Date: 05/04/2023

  spoke with customer and received pictures. we will be filling in the settled trench on 05/05/2023.

  Customer Answer

  Date: 05/05/2023

  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. I can confirm that they came out on 5/5/23 and did a good job of leveling the ground. They got with me to ensure that everything looked good and am extremely satisfied with this. Thanks for working with me to get this resolved.
  
  
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  Date:03/31/2023

  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.

  We had roto rooter repair the pipe from house the street 3 years ago. When we wen to sell home this past month the scope found a bulge in pipe liner. I have talked to 11 different staff from rorto rooter but none of them have ability to make a decision on warranty detail. ******* from roryo rooter came out March 13 th and scope the drain found the issue but stated that only the General Manager can decode action and order work to be done. I have left the GM ****** 11 messages since the scope with ******* and no return call has happened. I just want resolution and ability to act on issue ***** could be detail for home sale. I have been run around and promised calls back but none. What value is a warranty if the buisness does not care to act on promise.

  Business Response

  Date: 04/07/2023

  On April 3, 2023 and April 5, 2023 members of the management team at Roto Rooter Portland 512 spoke to Mr. ******** who was very grateful that we made the effort to reach out, make him feel heard as a customer about his concerns and partnered to come up with a viable solution to his needs. At this time, we are continuing to work with Mr. ******** to get this issue resolved quickly and efficiently- hopefully within the upcoming week or so. 

  Customer Answer

  Date: 04/10/2023

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

• Initial Complaint

  Date:03/31/2023

  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.

  Date of Transaction 2-12-23
  Amount **** Paid 6922.48 in the form of a check that they cashed without having us endorse as it was on the check.
  The quality of work was poor and after reaching out to several supervisors they agreed to refund monies and then refused to follow through. Another contractor has been hired to finish the work they did poorly. I have exhausted all means with them and to find out the check was cashed without our signatures because they knew we would not sign off on the poor work they did.

  Business Response

  Date: 04/03/2023

  Water mitigation work was performed as contracted. **** Insurance verified and approved all mitigation work performed.  **** paid Roto-Rooter for services rendered.