Business Profile

Plumber

Roto-Rooter

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Pattern of Complaints

Complaints

This profile includes complaints for Roto-Rooter's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

791 total complaints in the last 3 years.
259 complaints closed in the last 12 months.

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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:04/08/2025
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.
date of service was 3/28/25
had roto rooter come to snake our main drain with front yard access through an above ground pipe.
with video record, the tech gave us an initial and final quote to do the job that was 653.00 plus tax. We ok'd the job to be done. An hour into the job, the tech came to us saying that he couldnt get his tool through our u pipe and that he needed to dig...the cost of digging would be an EXTRA $300. Put on the spot, and already owing the company just under $700, we had no choice but to ok the extra $300 so that our job could be finished and we werent stuck owing $700 for an unfinished job and then having to pay a new contractor.

I called the company the next day to discuss my unhappiness with the extra $300...as they put us in a tight situation not being upfront with a full quote in the beginning, explaining that if the pipe was not accessible that they would have to dig, and that the cost of digging would take our quote from 700 to 1000. After many discussions and back and forth arguing, the manager agreed to refund us our $300. Exactly a week later, we contacted them because we never received it...they had no documentation of giving us a $300 refund. We emailed the manager regarding it. Within a few hours of the email, that went unanswered, we saw a $150 refund to our account. We followed up with another email saying this wasnt what was promised and that we would take measures to get our full refund back...again without answering that email, they then WITHDREW their initial $150 refund to us.

I am filing this complaint to get our promised $300 refund back.

The company does not respond to emails. They now wont answer our calls. They bait and switch their job estimates putting home owners in terrible spots financially. They are not honest and upfront about work and pricing. And now they are giving and taking our money back as if it is some kind of a joke.
Business Response
Date: 04/18/2025
The customer has received the $300 refund over a week ago. It was explained to the customer that the refund was done $150 and $150.
Customer Answer
Date: 04/22/2025
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:04/06/2025
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 2/15/2025 RR sent an claimed technician to find out the cause of my 1st floor bathroom dripping sound/noices. Matt, the saleman(not a licensed plumber), recommended to open up the ceiling to find out the leaking spot without seeing any water stains nor checking water meter for possible leaking sign. He asked me to sign a document on his ipad, saying this is an agreement for him to send a water restoration guy to come over to help open up the ceiling. I asked him what is a water restoration, he said if for a plumber to open up the ceiling the insurance company will not pay for the work, it has to be a water restoration guy to do the job for the insurance company to cover the costs. He assuared me several times that my insurance policy will cover everything, I don't need to worry about it. He will file the claim on my behalf. After the ceiling was torn down, the water restoration continued with his wind blower, I asked him there was no water, why the wind blower. He just said it is company protocal, I don't need to worry about it, the insurance company will pay for it. Later on, a plumber came, he said there was no water, no leakeage at the part that they torned open, there was nothing for him to repair. Then the water restoration guy came back on 2/16 to open up more ceilings in the bathroom, performed more "water restoration" job. A 2nd plumber came, he told me he cannot perform and plumbing repair as he cannot see any water leakage. He then recommended for me to hire a leakage detection expert. The leakage detection expert issued me a report stating that there is no leakage, the noices were sendiments from water heater tank. RR opened up the ceilings of my bathroom with gross negligence and sent me an $4,542.43 invoice(4 Respirators, etc) while in reality there is not one drop of water to be seen. The pictures I uploaded were taken by RR clearly shows that there is none water stains. It will cost me another $5,100 to repair my bathroom to the original condition.
Business Response
Date: 04/09/2025
Customer had called us for a leak in the ceiling. She agreed to having the water mitigation open ceiling to find leak as there was not a way to see what was causing it. Customer agreed and agreed to go through her insurance. Our crew opened the ceiling and seen that there was signs of a leak on the joists, subflooring and sheetrock. Customer did not want to proceed with the insurance and canceled the claim that she signed for, after work was completed by our team. Our colloections department reached out to receive payment for work rendered. She has refused to pay. We are offering to waive the charges for the mitigatin work that was completed.
Customer Answer
Date: 04/10/2025
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.
1. I have never called RR claiming there was a leak in the ceiling. Roto_Rooter((RR) reached out to me via **** while I requested a plumber and explained my situation as "dripping sound when I washed something in my kitchen". (see attachment 01_****_Project_request). Matt(the sales rep never declared himself as not-a-plumber) observed the dripping scenario together with me on 2/15 when he came to my house. As the dripping sound was on and off and there was no water stain, he(note that he is not a plumber) directly recommended to "open the ceiling".
2. Even if there is a need to open up the ceiling, normal plumbing practice would be to open up a small patch instead of to tear down the whole ceiling. See attachment 02_1stPart_beforeDemolitiaon, 02_1stPart_afterDemoliation, 02_NormalPlumber_Job_forOtherProperty. In addition to the demoliation, they added mold service while there was neither water nor mold. They even referred a general contractor to open up the wall facing outside saying that they are not allowed to do the job. Luckily I came to my senses to say "NO" to that recomendation.
3. It is not true that there was no other way to identify whether there is a leak (one example, one can check the water meter first). Worst part is that the water restoration guy was ordered by the sales rep without a licenced plumber checked the situation first.
4. As there is not one drop of water and no water damage, RR did not perform mitigation work. What they performed was demolition and unjustified/unwarrantied jobs based on their company protocol.
5. If RR has had checked the water meter, I may not need to have my ceiling open up at all. Now, with RR's malpractice/negligence, I am left with all of my 1st floor bathroom ceilings being torn away and another $3,100(we asked another general contractor to give us a more reasonable quote) to restore it back to original condition. RR should compensate me for the repair($3,100).
5. RR repeatedly called me to ask me to co-operate with them to re-open the insurance claim still stating that the insurance will cover everything including closing-up of the ceiling. I told them from day one that there is not one drop of water and hence no water damage. It has nothing to do with an insurance claim. If I did as they told, it would be a mis-representation. Their manager, Heather, finally told me that the company wll put a lien on my property, implying that I would be better off if I went along with the insurange claim arrangement. I am a retired CPA and a new immigrant(I am making less than $20K per year in the States), we were trained to be conciencious, not to mention making a misrepresentation...The whole incidence caused me great anxiety. Ever since I worked with RR, I have constant stomachaches, very depressed all the time, could not sleep, could not eat. This is just to let you know that after hearing a dripping sound in my ceiling, RR has taken away the peacefullness in my life.
Regards,

****** ****

Business Response
Date: 04/16/2025
We have explained to the customer that the work we did was justified. In the pictures you can see water staining on the celling that would have not been discovered if we did not expose her celling.I spoke to the customer and explained to her that she does not owe Roto Rooter any money for the work she did at her property and her contract has been voided. She said she is willing to accept this as long as I send her an email stating that she does not owe roto rooter any money moving forward.
Customer Answer
Date: 04/25/2025
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.

1. On 4/16, Mr. Adam T******, the production manager of RR called me and explained to me that it was an emergency
and there was no other option but to open up the ceiling. He told me it was my
fault that the ceiling was opened and said RR will not collect the money for
the "jobs"(for me they are demolition) that they did to my house. I
told him RR would need to repair the damage they did to my house, he said
"that is not gonna happen." He said he would report that the complaint
was resolved anyhow...We did not reach an agreement
after that telephone conversation.
2. On 4/17, I wrote an email to him explaining again why I disagree to RR's assertion of "it was the only option at that time". See attachment BS_toAdam_20250417_1, BS_toAdam_20250417_2, BS_toAdam_20250417_3. I requested for RR to compensate me 50% of the repair cost, i.e., $1,550.-
3. On 4/17, Mr. Adam T****** agreed with my request for compensation. See attachment RR_ToBS_AgreeCompensation.
Currently, I am still waiting for the check. I will report to BBB once I receive the check and cash it.
I truly appreciate the role and efforts of the BBB. Without its involvement, Roto-Rooter would not have taken steps to address my concerns. It was only after I filed a formal complaint with the BBB that Roto-Rooter began to treat my case with the seriousness it warranted.
Regards,

****** ****

Business Response
Date: 05/05/2025
Issued customer refund, waiting for customer to sign release form and update BBB, customer is satisfied with outcome at this time
Customer Answer
Date: 05/08/2025
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:04/05/2025
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.
Roto-Rooter did an illegal plumbing excavation sewer job at my house. A City of ******* plumbing permit was not pulled to repair the sewer. The same problem exist before I hired Roto-Rooter. My basement is flooding, sewer is backing up in the house with sewer gas.
Business Response
Date: 04/08/2025
Spoke to the customer yesterday. Advised that we would not have been able to dig the property without a permit and without an inspection. Emailed City of ******* contact for the permit to be sent, as the 2024' file did not have it. I have also attached the signed agreement and the payment in full, signed/made by customer.
Customer Answer
Date: 04/08/2025
Better Business Bureau:

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

Roto-Rooter illegally repaired the sewer May 12, 2024 without obtaining a permit from the City Of ******* Plumbing Department. The excavation required a permit. My sewer has the same back up issue I had before hiring Roto-Rooter. The repair was not properly evaluated with out the permit. I would like Roto-Rooter to pull a Plumbing Permit from the City Of ******* and repair the sewer.

Regards,

********* ******

Business Response
Date: 04/16/2025
We paid to have the City of ******* come out and inspect the line. They found that there is a belly in the line, on the city side, but they will not repair that. We are not allowed to make any repairs, if the problem lies on the city side.
Customer Answer
Date: 04/21/2025
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
I have not heard from Roto-Rooter. I will accept a partial refund to complete the sewer repair.

Regards,

********* ******

Business Response
Date: 04/26/2025
We, Roto Rooter did pull a permit for the inspection from the city of *******. We performed a PDP with the city and showed them the pictures of the excavation we performed as well as the video and concluded that there's a belly in the line on the city side of the sewer system. We Roto Rooter are not allowed to touch the city side of the sewer system. The city determined that the belly does not affect the operation of the sewer system thus they will not repair it.
Customer Answer
Date: 05/01/2025
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,

********* ******

Customer Answer
Date: 05/05/2025
Hello, my complaint is based on the initial repair. On May 11, 2024 Roto-Rooter Dave Smith visited my home. I signed a contract and paid in full $8800 to stop the flooding in my basement. Dave Smith scheduled the repair for the next day Sunday, May 12, 2024 to excavate six feet down in my front yard to install a six inch clean out and jet stream line up/down, (see attached contract). The basement continued to flood after the repair. On December 31, 2024 after severe basement flooding I filed a complaint against Roto-Rooter # ********. I contacted the City of ******* Building Department and was told anytime a plumbing repair required six feet exxcavated a City of ******* Permit should have been pulled before the repair. No permit was pulled for the Sunday, May 12, 2024 repair. The repair was done illegally. I still have a sewer with a "belly" in it causing the same basement flooding issues. I have contacted the City of ******* Roto-Rooter can pull a permit and repair the "belly". Or Roto-Rooter can refund half of the $8800 and I can hire another company to complete the repair legally. I am a disabled senior citizen who trusted Roto-Rooter to perform the repair legally.********* ****** # ###-###-####/*************************.
Business Response
Date: 05/07/2025
Our position has not changed. Roto Rooter did pull permit for inspection from the city of *******. RR performed a PDP with the city and showed them pictures of the excavation we performed as well as video and concluded that there's a belly in line on the city side of sewer system. Roto Rooter is not allowed to touch the city side of sewer system. Also, the city determined that the belly does not affect the operation of the sewer system and thus they will not repair it.
Customer Answer
Date: 05/08/2025
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
The basement still floods Rooter Rooter. The sewer still backs up into my home. Rooter Rooter did not pull a permit for the initial repair. We would have been given the information there was a belly on the City of ******* side of the sewer. We could have made a difference repair decision instead of paying $8800 for a repair that did not resolve my issue.
I am asking for a partial refund to complete the repair properly

Regards,

********* ******

Business Response
Date: 05/08/2025
Our position has not changed. Roto Rooter did pull a permit for an inspection from the city of *******. RR performed a Private Drain Program service with the city and showed them pictures of the excavation we performed as well as video and concluded that there is a belly in line on the city side of sewer system. Roto Rooter is not allowed to touch the city side of sewer system. Also, the city determined that the belly does not affect the proper operation of the sewer system and thus they will not repair it.
Customer Answer
Date: 05/21/2025
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.
I am a African-American disabled senior citizen who trusted the Roto-Rooter name. I have contacted several Licensed Plumbers in the ******* Area. According to the plumbing companies Roto-Rooter statements are not true. They can pull a permit from the City of ******* and repair the sewer "belly" on the City of ******* side of the street. Also, my complaint is based on the orginal job performed May 12, 2024. Roto-Rooter was supposed to pull a permit before performing the job. The repair was done illegally according to the City of ******* Permit Department. If Roto-Rooter had pulled a City of ******* permit at the time the contract was signed May 12, 2024 they would have seen the sewer "belly", and repaired it. My home is experienced the same issues of sewer back-up since My home is filled with sewer gas which is a health hazard, and my basement is still flooding damaging my basement. I paid Roto-Rooter $8800. The company has not offered a refund or offered to complete the job.

Regards,

********* ******
Initial Complaint
Date:04/04/2025
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.
Roto-Rooter arrived at my residence to repair a sewer line under warranty from previous work performed on the property. Upon their arrival, the company failed to notify me or my spouse of their presence and the commencement of excavation on 3/20/25. During the initial excavation, the company disregarded the removal or preservation of landscaping and allowed damage to the property. As they excavated the sewer line, they inadvertently damaged a main water line serving the home.
Upon discovering the damage, I informed the workers and the company owner, but neither party took responsibility for the damage or offered a solution. Despite my persistent objections and numerous arguments over the obvious nature of the water line damage, the company has yet to rectify the issue or acknowledge its responsibility.
On April 2, 2025, the company owner, Dave H*****, was present on the job site and deliberately refused to inspect the damage or acknowledge my frustration stemming from weeks of neglect and disregard for my property.
In addition to the water line damage, the company has left a six-foot ditch exposed on the side of my home for nearly three weeks. The company has shown no urgency to complete the work or address the damage they caused.
I am seeking a resolution from Roto-Rooter to rectify the damage they caused in a legal and proper manner. This includes backfilling the trench and completing the excavation. However, despite my repeated efforts to address the issue, the company has consistently refused to take responsibility for its actions. Furthermore, the open ditch poses a safety hazard to my family and pedestrians.
Given the company’s negligence and improper handling of the job, I believe Roto-Rooter should face further consequences as I have been unable to resolve the issue through direct communication with the company’s owner.
Business Response
Date: 06/19/2025
The business responded that they spoke to *** ****** and resolved the matter with him.
Initial Complaint
Date:04/01/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally file a complaint against Roto-Rooter regarding the service I received and the lack of response from their customer service team. Despite multiple calls and emails, I have been unable to get any assistance or resolution to my concerns.

On February 27, 2025, I contacted Roto-Rooter due to a clogged toilet. A technician arrived promptly and assured me that a follow-up technician would come later to clean the area at no additional cost. Based on this, I expected the matter to be resolved fully without further charges. However, I was later charged $2,500 for services that were not completed.

Additionally, the baseboards and trim in my bathroom and hallway were removed that was not part of the service, but I was never informed that it would be my responsibility to reattach them once the work was completed. This has left my home with unfinished work, and I am frustrated that this crucial detail was not communicated beforehand.

I have reached out to Roto-Rooter multiple times via phone and email, yet no one has provided any assistance. The complete lack of response is unacceptable, especially given the financial burden and incomplete work I am left dealing with.

I am requesting a full review of my case and a resolution to this matter, including the charged of the $2,500 for the incomplete service and an acknowledgment of the miscommunication that has affected my insurance situation. I appreciate the BBB's assistance in helping me address this issue with Roto-Rooter, as their failure to respond leaves me no choice but to escalate the matter further.

Thank you for your time and attention to this matter. I look forward to your prompt response.
Business Response
Date: 04/01/2025
spoken with customer reduced original invoice from 2457.48 to half new invoice amount 1228.74 . approved by customer over the phone
Business Response
Date: 04/01/2025
spoken with customer reduced original invoice from 2457.48 to half new invoice amount 1228.74 . approved by customer over the phone
Customer Answer
Date: 04/04/2025
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,

***** *******
Customer Answer
Date: 04/04/2025
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:03/27/2025
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.
In January a pipe burst in my kitchen, and I hired Roto Rooter to handle the repair and water damage services. I have the following complaints:

1. The demolition team performed work on my upstairs bathroom for reasons I don't understand. I trusted their judgement as they are professionals; however, my insurance carrier is questioning why this work was done. Roto Rooter has not communicated with them to resolve this situation. I have spoken repeatedly with representatives of the ********* office, and they have repeatedly assured me that the adjusters will receive the information they need. This has been going on for six weeks with no progress.

2. The demolition team allowed stone tiles to fall on to my tub, causing the enamel to chip it in multiple places. They made no attempt to protect the tub.
Business Response
Date: 03/31/2025
The water team is handling all of this and will have everything to insurance company tomorrow. Our team will reach out regarding damage
Customer Answer
Date: 04/01/2025
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:03/24/2025
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.
Scheduled a plumber on 3/3. Plumber arrived late (we had a clogged toilet). Quoted us $716. I scheduled the service 3/12. Plumber did not arrive when scheduled. Appointment was moved to the next day. He did not arrive when said. At noon, I cancelled. Half an hour later a plumber showed up & claimed he had no knowledge of the appointment being cancelled. While he was here his boss showed up - unannounced, and let himself in. He did not explain why he was there. Plumber decided on a different course of action from what he stated 3/3, but the quote remained the same. After the job he said there was a valve leaking, which was not leaking before he did the work, that it needs to be replaced and my husband could easily replace it & save us $100 by not having him (the plumber) do it. I took his word that it was a simple fix. My husband saw that he could not do it. The valve started to cause a leak in my bedroom ceiling, there is also a second leak in my bedroom when the toilet is flushed. So the issue that was not previously there has caused two ceiling leaks.
I called when I noticed the bedroom leaks. I was given a window of 8-10am. Showed up after 12:30pm. First plumber said the wall needs a bigger hole & he would tell them to send someone else. 30 minutes later another plumber shows up, unannounced. He quoted me $500 to fix it. I expressed concern for paying for something that was not an issue before them. A few hours later another employee came, unannounced, and asked to look at the water damage.
I asked the manager for a refund and instead was told that he would have someone come fix the valve. He said he’d call back to confirm. I received no call back, but a plumber showed up the next day, unannounced. I no longer had interest in further work from this company. Sending people over unannounced, entering homes without permission, no regard for customers’ time. The work was done and left us with a problem that is causing bigger problems for us.
Business Response
Date: 03/25/2025
First I would like to apologize to you on behalf of Roto-Rooter we pride ourselves on providing world-class service to our customers and after reading your summary you have received far from that. I will be having a conversation regarding our "Go Calls" with the dispatcher. Every customer should be called before we send someone to their home for many reasons one of which is to ensure you are still looking for service. While I agree that the leaking angle stop should have been fixed by our plumber, that would be a paid service separate from the $715 that you were charged for the toilet stoppage. The two issues are separate. A properly working angle stop should be able to be turned without presenting a leak. Regardless based on the experience you have had with Roto-Rooter i will Return the $600 to your card that you originally paid for the service with. You should see the funds within the Next 3-5 business days from 3/26/25.
Initial Complaint
Date:03/24/2025
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.
Our issue began on Saturday March 15 2025. We had water in our basement and I called Roto Rooter to schedule an appointment. Travis showed up first with an apprentice, couldn't resolve the issue. The next day Colton was scheduled out, APPEARED to find a solution, charged us $405.00 (discounted) and left, told us we could use our facilities again. Immediately the backup occurred again, Colton was sent back out and disclosed the issue could not be fixed with his equipment, said he was submitting for a refund (no charge unless fixed, issue is not fixed) and contacting a camera guy. Brett (camera guy) came out Wednesday March 19th, the blockage problem along with the bend of the pipe wouldn't allow his camera to fit, said he was getting a hold of dispatch to schedule a tech with a smaller line that would fit. This 2nd camera tech never showed as of today (Monday March 24th). I have since called Thursday, Friday, Saturday and today (Monday) to get information regarding the refund AND the camera guy. I have been transferred to voice mail regarding the refund 3 different days with a "complaint filed to a manager" and have been told "someone will call you to schedule" on each occasion as well. Nobody has once called me back.
Resolutions: I want my $405 back or I will file fraud with my bank account. I also want a tech here within 24 hours (by Tuesday EOB) or I am going to find a new provider of service. This has a big potential for business and we are currently left with a major inconvenience in being able to use our full water/sewer facilities of this house, I want it done ASAP and if that means calling someone else, I will be doing that. I was nice and patient, hopefully now maybe a manager will reach out to me to resolve this issue.
Business Response
Date: 03/24/2025
We have refunded the customer the money. He filed this before I spoke to him.
Customer Answer
Date: 03/24/2025
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:03/22/2025
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.
Sewage repair
March 1, 2025- $11,800
Repair of sewage line business was to provide all repairs and cleanup as well as provide me with documents to provide to my insurance company for my insurance claim. Repairs were just completed on March 21 but I have been requesting an insurance breakdown from the manager of the work performed and the costs since March 5th. I have not received the document or any response from the manager. Multiple emails have been sent by an employee named F**** and myself to get these document's. I have also attempted to call the office no one answers the phone and the people that do have voicemails do not return phone calls. All I am looking for from the company is the insurance breakdown so I can get this to my insurance company as they have requested it several times and need it to finalize the claim. I am at risk of them denying my claim due to not having provided all requested documentation.
Business Response
Date: 03/24/2025
We have supplied customer with the documentation for Insurance company as requested.
Customer Answer
Date: 03/25/2025
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:03/18/2025
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 March 14,2025, I called Roto Rooter to my property for a water leak, John P*******Water Restoration Estimator) and Johnathan(Plumber) last name unknown arrived. The 2 Roto Rooter employees investigated the property and was unable to identify the cause of the leak.John P****** informed me that he could have crew to come and clean up the water damage and help me file a homeowners insurance claim. On March 15,2025, two of Roto Rooters Water Restotatin team arrived to begin cleanup. They stated they were informed to cut the drywall and take up the carpet. There was no visible damage other than a small portion of the carpet was wet and there was a stain at the bottom of the closet.The plumber Johnathan arrived again and did another investigation was un able to locate source. I informed him I would get a second opinion, he stated i have to charge you $400 and he need me to sign a paper and I refused. I called Roto Rooters on March 17,2025 for a copy of my bill. The young lady informed me me it would be ready on Wednesday, but the bill would be between $5,000 and $10,000. I was upset and I called back to speak to the manager Matt L****** about my bill. While speaking with him he stated why are you worrying isn’t your insurance paying for it. I informed him to come and get his equipment from my property. I spoke to my insurance representative and he stated this isn’t the first time this company has over charged a customer. i feel I was taken advantage of due to fact this was my first claim and John P****** knew that. John P****** also made comments like “Oh I didn’t expect this to be a nice house because of the outside,but this is real nice. He also stated I bet these floors cost a lot of money.
Business Response
Date: 03/21/2025
Working with **** ******* insurance company to resolve water mitigation claim. We also made **** ***** aware that the plumbing was a different service and she would have to pay for that as well because the water mitigation would be through her insurance company.
Customer Answer
Date: 03/27/2025
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.

No, my issue was not addressed Roto Rooter has not provided any resolution. Roto Rooter is not working with my insurance company to provide a resolution. Last of all I was never made aware of an extra fee for the plumber. Bottom line I was over charged by Roto Rooter for the amount of damage I had to my basement. I was taken advantage of. This company is all about making money especially when you have a manager like Matt L****** who makes a comment about Why are you worrying about the bill isn’t you insurance paying for it when I called to dispute the charges

Regards,

***** *****

Business Response
Date: 04/03/2025
Roto-Rooter followed the IICRC guidelines regarding water
cleanup to mitigate *** ******* water loss.
Unfortunately, *** ******* insurance company denied her claim due to the
source of the loss being ground water.
Roto-Rooter submits claims to insurance companies on behalf of the
customer as a courtesy. Roto-Rooter
does not set pricing of water clean up jobs as the Xactimate program is used to
create the scope of work and prices are assigned to the work that is done based
off square footage and scope. Xactimate
is the industry standard, and pricing is set by insurance companies.

Ultimately, Roto-Rooter works for the customer and the
customer is responsible for any monies their insurance company does not
cover. *** ***** signed the attached
contract giving a price range for the work to be performed of $5,000-$10,000. Also, a description of work to be done was
listed. *** ***** signed this contract,
authorizing us to not only begin the work, but also acknowledge that she is
responsible for any monies the insurance company does not cover.
*** ***** called in while the job was still being dried out
and after all the other work was completed.
She became belligerent with our staff.
She called multiple employees idiots and screamed profanity at both our
administrator and manager. *** *****
stated she was not paying us a cent even if the insurance company covers
it. She then requested that we pick up
our equipment immediately and that she wanted it out of her house even though
the drying process was incomplete. We
complied with her request.

Matt L****** spoke to her insurance company on *** *******
behalf and was informed the claim was denied due to the source being ground
water, which is not covered under her policy.
The $400 charged by our plumber was our standard diagnostic
fee to try and find the source of water loss.
*** ***** told us she wanted to get a second opinion after the
diagnostic work was completed. *** *****
never paid us for the plumbing diagnostic work.

Roto-Rooter followed all company processes and made Ms.
Brown aware of the scope of work being done and the range of price before any
work was started. To date, *** *****
owes Roto-Rooter $7,246.75 for the mitigation work completed. Roto-Rooter understands the hardships it can
cause when homeowners insurance denies a claim and is more than willing to work
with a customer to help reduce said burden.
Therefore, we are willing to settle this outstanding debt for $6,522.08,
which is a 10% reduction on the original invoice.
Customer Answer
Date: 04/08/2025
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.

No, I’m am not satisfied with Roto Rooters decision and they are not telling the truth. I was never made aware of a plumbing fee. The plumber spent a good amount of time in my home and was unable to inform me of the source of water intrusion. I had to hire another plumbing company who spent less than 30 minutes in my home and was able to identify the source of water intrusion.Yes I was denied by the homeowner insurance due to the issue was ground water, water tide. The restorations estimator was unsure as to whether my insurance company covered the source of water intrusion and i was still over charged. The manager did speak with the insurance adjuster and the manager admitted that the water estimator was not suppose to charge me without being able to identify whether i was covered under my home owners insurance. Yes I was very upset with Roto Rooters because there pricing is ridiculous and i was taken advantage of. When you call to dispute a bill and you have MANAGER telling you why are you worrying your insurance is covering it. What type of professionalism is that.

Regards,

***** *****

Business Response
Date: 04/09/2025
I spoke with *** ***** and settled this debt for $4,000.
Customer Answer
Date: 04/21/2025
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,

***** *****

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Roto-Rooter is NOT a BBB Accredited Business.