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:03/30/2023

  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 March 3rd. We suddenly we had no water. On investigation I discovered our basement was flooding. I immediately contacted our water dept. who quickly turned it off at the street. I called your company and was told I could expect service within two hours. A service tech(?) arrived, went into the basement for a few minutes, returned and stated that the copper line from the street had broken. He said the break was too close to the wall to be repaired and a new water line would have to be installed. On investigating myself imagine my surprise to find the water line intact and not copper but black plastic protruding about 4” from the wall before the first fitting. I went to the street and turned the water on slightly and reinspected to find the water line not leaking but the coupling connecting the city line to the house system leaking. I took a photograph, went to a plumbing supply and purchased a new part for $63.00. It took about an hour to install and no more leak. I was furnished a proposal from your company to replace 24’ of new line for $6,800.00.
  
  It is impossible to call this a mistake. I have to assume as I am 80 years old I seemed an easy target. Checking the Cincinnati BBB site I learned your review average to be 1.55 stars out of 5, you had 709 complaints in the last three years and 257 in the past 12 months and numerous reviews similar to mine, I then checked the **** attorney general site to find a page full of fraud complaints.
  
  I have added my experience to both agency's reviews and contacted the ******** Police dept. I was interviewed this week for my Elder fraud complaint.
  
  An old couple in a small house living on Social Security are a sad target.
  
  Every employee of this company should question their commitment to honesty The company motto should be “Some of the people can be fooled some of the time and that is enough to make a profit”
  
  *** ******

  Business Response

  Date: 03/30/2023

  Roto-Rooter provided an estimate to repair this customer's water line. The customer declined our estimate and diagnosis, the customer chose to repair it on his own. This customer was never charged for any of these services. 

  Customer Answer

  Date: 03/30/2023

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

   

  I did not proceed with their proposal because they made no attempt to diagnosis the problem, only toolk a moment to declare The water had to be replaced. I stand by my charge of elder fraud and intend to press my complaint. Bunch of crooks and I can prove it

  Business Response

  Date: 04/03/2023

  We arrived at the determination of replacing the customer's water line versus repairing it similarly to what the customer did for a few reasons. The customer has a plastic pipe going thru a stone wall into their property. There is also no support for that water line. When water lines are functioning there is friction and movement that can cause them, over time to break or leak when the line is not secured or made of metal. Inside of the home the plastic water line then goes into another plastic water line that is a different material (CPVC) which also over time has issues with integrity and breakage. The proper and professional way to make this repair would be to replace the line with a metal material (we recommended copper) and properly secure the line at both sides of the stone foundation. That way in the future the customer will not have issues. The customer's repair is not incorrect, but will fail over time. When we make recommendations we try to maximize the longevity of a repair for the satisfaction of the customer. We do not look to provide temporary solutions to our customers. 

  Customer Answer

  Date: 04/04/2023

  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:03/24/2023

  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.

  It all started 2/12/23 when we had a leak from our upstairs bathroom. It leaked thru our dining room ceiling and caused damage. Roto rooter came out and all the tech did was say it was a leaking toilet. He was there for a short period of time and left. The water restoration guy was there and took moisture levels which showed there was water under the floor. So they tore up the floor in the bathroom and ceiling in the dining room. Over a week later they were done and the “leak” was fixed or so we thought. They had turned off the water and never ran it to check for anymore leaks when I explained that it could’ve been from the toilet, shower, or sink. They never thoroughly investigated.
  We had contractors come to fix and redo the bathroom and ceiling. They turned the water back on and it started leaking again. Huge holes in pipes where anyone who was up in the ceiling could see it! Multiple holes!!! So about 2400$ and 2 more roto rooter visits later in March, the leak is hopefully fixed. I don’t think we should have to pay for this and should be refunded for the last 2 visits ($2400) bc this should’ve been found on the first visit in Feb and should’ve been seen by the water restoration people when they were up in the ceiling tearing away the flooring. I have pictures and receipts to show. Even both roto rooter tech said this should’ve been seen and fixed on the very first visit. But even I had to pay 2 more times 3/10 and 3/11. I went with roto rooter bc they’re a known company and suppose to be professional and find the issue but I feel they came in, picked what they thought, tore our house up, spent money from our insurance on the restoration process and then left without even making sure tht the leak was fixed and that the plumbing was working properly. I have tried to get a number from several people to discuss this and keep getting the run around. We have talked to an Andrew who helped with the water res and an Aaron M***** and still have not got anywhere.

  Business Response

  Date: 03/28/2023

  I have spoken to the customer and agreed to refund $751.70 for the inconvenience.  Customer was happy with the resolution.

  Customer Answer

  Date: 03/28/2023

  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:03/23/2023

  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.

  Had Roto Rooter replace main cast iron sewer line under basement concrete slab. Job was estimated to take one day and it ended up taking three days, two of which we had no working plumbing. Then area excavated was backfilled to 1/2 inch below finished floor and a skim coat of concrete was poorly put over top leaving large cracks and exposed dirt. Existing basement slab was 4 inches thick and new concrete Roto Rooter installed was completely inadequate nor to standard building codes. I was told that was how they do it and I would have to pay to have someone else do it correctly. Filed a complaint with Roto Rooter and they told me they would schedule a crew to come redo concrete correctly the next week. On they day they were supposed to show up no one showed up or even bothered to call. I had called to speak to the GM multiple times and was never able to get in touch with him. This company does not do quality work and does not care about customer satisfaction.

  Business Response

  Date: 04/03/2023

  The work performed at the premises of *** ******* was completed in accordance within all Roto Rooter standards. The job took an extended period of time due to the conditions of the earth and the grade of material underneath the concrete slab. In our proposal we stated we would put back the excavated areas to construction grade which we completed. The customer was not happy with the construction grade concrete finishing and we offered to return to complete the additional work at no charge. We attempted to schedule the work but did confirm a date/time to fulfill the request. In the interim, the customer contacted another company to complete the repairs but could not give us any copies of the scope of work completed as they stated they had someone they knew complete the work thus no receipt was given.

  We made an effort to resolve the said issue but were not given the opportunity to fulfill the request. I have attached a copy of the invoice.

   

  Sincerely,

   

  Rick S****

• Initial Complaint

  Date:03/23/2023

  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 3/12/2023, I had raw sewer water in my basement sink. The drain line was "backed up". I called Hatboro UM Joint Sewer Authority, they determined the issue was not the street sewer line, but in the house. I called Roto Rooter, (RR) and the guy came and did the snake machine throughout the house. RR told me the cost would be $822 to unclog the line, and that I would not have to pay if they did not fix the clog. So i agreed. Then RR Manager came out as well. Then, both RR guys told me that the issue was with where the sewer line connected to the street drain & the pipes needed to be dug up. They said that they had the issue "cleared up for now" but ultimately, it would continue until the pipes on the front lawn were dug up and replaced. So I thought the drain line would be at least temporarily cleared. So, right after RR left, i ran the dishwasher, & the grey water backed up again into the basement sink, and super slowly drained. The next day, I ran the washer, that grey water backed up again, & super slowly drained. So the issue wasnt fixed, and I believed it could not be, until the exterior pipes were dug up & replaced. Fearing an expensive repair, i located my paperwork with HomeServ, who I then realized I had purchased an sewer backup Insurance plan I filed a claim with **** ****. **** **** hires ***** ******** to come in to assess. ***** ******** comes, asks my husband Steve, what exactly did RR do, as RR clearly missed the problem. According to ***** ********, the backup was in the house, in the basement, immediately behind the (laundry) washer, and how did RR miss this? ***** ******** got a different machine, cleared the clog, and told me my exterior sewer pipes were not the issue at all. So, why do I need to pay $822 for a company that did not fix the problem, told me I needed expensive repairs (which I did not) and tried to upsell what I did not need? Plus, I called RR 3x afterwards at ###-###-####. left 3 msgs, no reply

  Business Response

  Date: 03/24/2023

  Customer made us aware that stop payment was placed on check. Informed customer that we cannot discuss any desired refund until we see if the check is returned. 

  Customer Answer

  Date: 03/28/2023

  Hello ****,
  Frank from Roto Rooter just called me from phone ###-###-####. We have reached a settlement of $322 .  You can close the case, and thank you for your time
  
  ***** ******** 
  

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had sewage backup in basement May 6, 2022. Roto rooter came to check problem and fix. Roto Rooter determined blockage was in pipe in front yard to sewer. They assured me they could fix for $2000. Roto Rooter assured me they warranty work as I was concerned regarding the cost. The work was done and he assured me I wouldn’t have to worry…and I didn’t until 10 months later when sewage appeared in basement. I called Rotor Rooter as I was sure it was warrantied only to be told warranty was only 6 months. Thousands paid for 6 mos?

  Business Response

  Date: 03/24/2023

  Spoke to customer, customer stated that she filed this complaint before she found out that it was not our work that caused her current issue.

• Initial Complaint

  Date:03/20/2023

  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.

  I asked Rotorooter to fix a leak in my ceiling many months ago. It wasn't fixed after they repeatedly came to the house and made small repairs. I told them I wanted my warranty executed, and they refused. They harassed my assistant, and then they showed up on my property, while I was on a business call with the department of defense, and banged on my door for over thirty minutes. Rang my doorbell and banged on the door. I have this all on video. I plan to release the video and file a civil suit pursuing treble damages if I my warranty and a repair fee of $1000 is not granted to me by roto rooter. I haven't reported criminal charges yet for the trespassing and stalking/intimidation/harassment issue. The issue has been occurring for almost a year and a half now, but the most recent issue was in early 2023 (1/11/23). I have not attached the video footage because of size limitations, and because I was advised by an attorney to try resolving here before sharing the videos.

  Business Response

  Date: 03/22/2023

  Customer has refused our multiple attempts to remedy the situation and has advised us not to set foot on his property or he will call the police.  He is accusing Roto rooter of Harassment when our techs try to return to address the situation.  Based upon the customers request/demand, we will no longer continue to attempt to diagnose the situation.

  Business Response

  Date: 03/31/2023

  Hello,  In regard to the customer complaint, the customer has refused to allow our technicians on property to work towards any resolution or troubleshoot the issues he is claiming.  He deferred our Techs to work with his assistant to schedule a time to come by and when we did so, he refused to answer the door and has told us NOT to return to the property or he will call the police and have us arrested for trespassing.  Customer does not want us to communicate or allow us to resolve/repair any issues, states that we are harassing him and has threatened legal action if we continue.

   

  Thank you,

  Customer Answer

  Date: 04/05/2023

  They've serviced the house three times and failed. After that, they resorted to physical intimidation. No reasonable victim of harassment nor stalking would welcome the people harassing and stalking them into their home. Nor would they trust them with repairs after they've been dishonest about the work they've performed. I understand the warranty allows them to "attempt to repair" the problem, ad infinitum, but this isn't a warranty claim. They never fixed the problem. I didn't pay them to install pipes; I paid them to repair a leak. The leak was never repaired. This would be a warranty claim if they repaired the leak, but that repair failed within the warranty period. The leak has never been fixed, despite their three attempts. I'm moving forward with CSLB complaints, PC 646.9 and 602.8 complaints, and civil filing. I may claim through insurance for punitive treble damages that include the sum total cost of contractor fees for procedures not performed by, buy requested by roto-rooter. I'll be including the video footage in all relevant filings. 

  My cameras recorded every second of the work performed, as well. 

• Initial Complaint

  Date:03/20/2023

  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.

  On January 3, Roto-Rooter came out to unplug a sewer back up. As part of the service, they said they would send a camera crew out to look further down the pipe. I waited a couple of weeks for someone to call me to schedule that service. I never heard back.
  
  Since then, I have called three times to get this scheduled. They always say they will take care of it, but they never do. On my fourth call to them, I spoke with a supervisor who promised me she would get back to me that day. That was a week ago.
  
  They are not providing a service that I have already paid for.

  Business Response

  Date: 03/21/2023

  Our dispatch in Chicago inadvertently cancelled the camera ticket for this customer. Once we were made aware the customer still needed service, a camera tech was sent directly from the local branch. Our tech was there on 3/21/23 at 10:30AM. The customer has received the requested service. We apologize for the inconvenience.

  Customer Answer

  Date: 03/21/2023

  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:03/19/2023

  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.

  Septic back up on January 2 and called Roto Rooter to fix it. After 3 attempts and getting their equipment stuck, (only way to get it out was to dig out broken area)
  Signing a contract under some duress with the salesman (Trent) explaining how it would take 4 days but could go shorter or longer. If it went longer they would absorb the extra cost, but if it went shorter we could renegotiate the contract. Contract was for $26,000 They were here 4 days, but we were told there would be 4 workers the first day and 3 workers the rest. There were 4 workers first morning, but 4th worker went home after a half a day. The other 3 there were 2 workers. The 3rd day they worked a half day & 4th day they worked 2-3 hours. Had they had the 3 workers as promised, they would have been done in at least 3 days, possibly 2 1/2 days. We had to pay the workers for the balance when they left, no supervisor or Trent came. I asked them about an adjustment and workers said I needed to talk to Trent. It took 2 weeks for him to return a call, he passed me off to Mike C******** (Job supervisor) Who never called me after 6-7 messages & 4 weeks. Finally he did and said he needed to look at the paperwork and he'd call me back in about a half hour. No call, I called again next day and spoke to someone else who spoke to Mike and said nothing could be done on their end. I called corporate & got the same run around. I emailed Pat S****** (Liason) and he said he would pass it on to management and they would respond. 2 weeks later I emailed Pat S****** and said there was no response. He messaged and said that upper management reached out to me and that the price was good. I wrote to Mr. S****** and said I didn't get a response and would like someone to reach out to me. And they haven't. There are several discrepancies in what we were told and what we paid and I would like to speak with someone personally to hear my side and documentation. I also would like a refund for $6000.

  Business Response

  Date: 03/20/2023

  I spoke to her and explained the cost. She was happy with the work when we were done just wants some money back. She wants to go over my head and ask for some money back even though she understands the cost, her words to me where that she would keep escalating the complaint. She also spoke to Cara on 03.01.2023 (I believe from my notes) and was relayed the same information. In regards to a call back I did attempt to call back that day and did not get an answer. I also have no knowledge of multiple attempts to reach me nor do I have voicemails on my phone. I apologize if that was the case as I do not operate in that fashion. 

  No where in our scope of work does it outline days to complete. We are service provider with highly trained people who were able to get it done faster so they could get peace of mind back in their home. The job was completed to scope. My GM is also aware of this situation as I have spoken to him in length and he also has not approved a refund.

  Mike C*******

  Excavation Manager

  Customer Answer

  Date: 03/20/2023

  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.
  

  There is hardly any statement in the response that is accurate.  I only spoke to Mike about 2 minutes and he DID NOT call me back.  I did leave voice mails and spoke to others in his office that were to give him the messages.  I did speak to Cara on the day he said and at that point I still did not have an answer from him, and she called him (he was out in the field), got his response and relayed it to me.  SHE was the one that suggested I take it higher up.  She told me they could not adjust prices.  

  Trent, the gentleman (Trent) wrote the contract specifically said the contract could be adjusted if it took shorter than 4 days.  The contract said it was a 4 day project.  My argument is that it would have been done in 3 (maybe 2 1/2 days if they would have had the 3 workers Trent said. The 3rd day, workers left early since they ran out of material, and 4th day was only 2 hours.  My husband is also following along on this concern, has been present with my multiple phone calls, was there to understand the contract, and also does not agree with the accuracy of Mike C******** response.  I do have phone records documenting my multiple calls to RotoRooter, the phone call from Mike and documentation there was no return call.  I also have a contract with the 4 day duration.  Regards,
  
  
  
  ****** ****
  
  

  Customer Answer

  Date: 04/01/2023

  There was no receipt for the final payment.  The workers took my credit card numbers and charged it.  Do you want a copy of those?

• Initial Complaint

  Date:03/18/2023

  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 12/19/2022, Deyvi (Tech #****) from Roto Rooter arrived at my mothers house to unclog a drain pipe. Since he had to run the snake 35 feet in the pipe, he quoted verbally around $475. After unclogging the pipe, he told my 75-year-old mother that he had to bring the 1 1/2” ABS piping coming out of the concrete floor up to code. He said “it must be 2” PVC, and it has to be done per code.” My mother agreed to it, not knowing any better. For an additional $1342.48, Deyvi used a 2” rubber mission coupling, 2” Y with cap for a clean out, 2” to 1 1/2” reducer, and 6 feet of 2” PVC… Straight vertical route. A total of $1817.48, invoice #***********. I talked to the city of Inver Grove Heights, plumbing inspector, he said “ unless a major repair was being done, It didn’t need to be brought up to code,” “ drain cleaning is not a major repair.“ He also said, if a code correction was needed there should’ve been a permit pulled and an inspection performed, none of which was done. The real horrible part of this was my mother was too embarrassed to tell me that she had been taken advantage of. I called the company at ###-###-#### to complain, left multiple messages, but no response.

  Business Response

  Date: 03/20/2023

  Hello, I have spoken to Mrs. ******** son and will be refunding the plumbing portion, $1342.48, of the invoice that was charged for customer service.   

  Customer Answer

  Date: 03/29/2023

  Better Business Bureau:

  ****** from Roto Rooter responded quickly to my BBB complaint and took care of this issue by refunding the plumbing charge of $1348.42 to my mother.
  
  
  
  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:03/17/2023

  Type:Billing 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.

  Dec 13, 2022 we had a clog in a basement pipe that caused water to back up from our basement toilet. We called Roto Rooter to unclog the pipe. Before the Roto-Rooter plumber showed up, the Roto-Rooter Water Restoration team arrived and said we needed to hire them for remediation and that the insurance would cover all costs after our deductible. My husband initially said no but the plumbers came and said we really need to hire them to do that work. Roto Rooter Water Remediation insisted we pay them our deductible up front. We contacted the insurance company and the adjuster came out and recorded all of the damage, as well as the photos provided by Roto Rooter WR. The entire area of carpet damaged was only about 4 ft by 4 ft and in the bathroom some water remained on the tile. This is also shown in the pictures. Roto Rooter is claiming they cleaned 752 sq ft of carpet. Plus tons of other erroneous charges like needing a dump truck, the workers changing clothes and wearing a respirator (never happened); leaving way too many fans and dehumidifiers - so much so that we had to turn them off because the entire house was getting too dry - again this was only a small part of carpet and tile with water damage. Our insurance company came up with a settlement and its very generous; however, Roto Rooter is not willing to accept the settlement and is trying to bully us into paying for services above and beyond the scope of the job. Our insurance settled for $4837.43 and Roto Rooter is trying to get over $10,000. from us. They are threatening to put a lien on our property and send our account to a collections agency. I cannot understand how they can get away with these business practices. We are honest, diligent paying customers - have never experienced something like this.

  Business Response

  Date: 03/20/2023

  On 12/13/2022 Field supervisor 7008 arrived at the Davis’
  property. Upon arrival he discovered that Category 3 water (sewage) overflowed
  from the toilet into the finished basement. After 7008’s assessment he opened
  an insurance claim with **** and ****. Once the claim was filed techs **** and
  **** were dispatched to the property to start the mitigation job. 0564 determined
  that the carpet was cross contaminated (see photos) which justified all the
  carpet to be removed due to the category of the water. Lisa Davis signed a document
  requesting all the carpet and pad to be removed due to cross contamination (included
  in photos.) Upon completion of work the Davis’ then signed a Satisfaction form
  stating that they were satisfied with the work that was provided to them. The
  insurance company and Roto-Rooter never came to an agreement, insurance company
  stating that the only section that was “wet” was very limited while not taking
  into consideration of the cross contamination of sewage water. As of 3/20/2023
  the Davis’ have an outstanding balance of $8,103.39 owed to Roto-Rooter for
  mitigation services performed on 12/13/2022. Roto-Rooter is willing to come to
  a settlement with he Davis’ for a total of $9,375.84 which would leave a
  balance of $6,875.84 owed to Roto Rooter. 
  
  Attached are photos and signed documentation.
  
  Additional documentation can be provided upon request.  

  Business Response

  Date: 03/21/2023

  Roto Rooter and the insurance came to an agreement on 3/21 for a total of $6,124.99. The Davis' will be relieved of any overages after the total of $6,124.99 is paid. Attached is the email provided by Selective's Insurance adjuster. 

  Customer Answer

  Date: 03/27/2023

  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,
  
  
  
  **** *****