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

  3603 Metro Pkwy San Antonio, TX 78247

• 

  Roto-Rooter Plumbing & Water Cleanup

  87 Carando Dr Springfield, MA 01104

  
• 

  Roto-Rooter Plumbing & Water Cleanup

  12034 Exit 5 Pkwy Fishers, IN 46037

  
• 

  Roto-Rooter Plumbing & Water Cleanup

  18544 US Highway 19 N Clearwater, FL 33764

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:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon finalizing the service that was performed, we asked for a detailed breakdown to the supervisor after we was charged 2900.00 to install a clean out. They dug a 3x3x1 hole to reach the leaking pipe. The time to install took right about 1hour. After digging, the waste water was thrown in the front yard instead of dumping in the septic tank right next to the work they performed. We’ve asked for the breakdown several times, paperwork not properly filled out. Left numerous areas blank. Please advise.

  Business Response

  Date: 01/17/2023

  Called customer did give him a break down on labor parts and tax and total also gave customer 400.00 discount. 

• Initial Complaint

  Date:01/13/2023

  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 scheduled an emergency plumbing appointment and was given a window of 6pm to 10pm. The technician did not show up. I called in at 9:30pm, and they said they tried to call me multiple times. However, nobody tried to call me; in fact, I requested to be texted; no text, and no missed calls; they directly lied to me. They tried to tell me they will need to reschedule for next day; but the problem is that they lied, and they had me wait here the entire night; which ruined a lot of work related appointments (i work all hours of the night). This costed me time, money, and created a major problem; as now more time is wasted because I have to find a different company to come out here. It's a major mess and a major problem.

  Business Response

  Date: 01/20/2023

  Thank you for your feedback. We look forward to any opportunity to improve and this information helps us to do so. We have made a few attempts to reach you, I’m sorry that we have not been able to make contact to discuss the matter personally.

  We wanted you to know that we have investigated the matter and have taken steps to make sure we will improve in the future. Should you need our services in the future, please call us and see how your feedback has made a difference.

• Initial Complaint

  Date:01/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November, 2022, my home experienced water damage. I contracted with Roto Rooter for water mitigation at my home. As a military family, we had hired plumbers from Roto-Rooter when we were stationed in other areas of the country and chose them for this reason. A mitigation specialist from Roto-Rooter assessed the damage and told me that it appeared that the job should not exceed $2500. He assured me that it should be no more than this amount and told me that if it exceeded this amount, the company would call me FIRST and let me know before proceeding. I asked for the quote in writing and received an estimate that contained a range of $2200 - $3400. When Roto Rooter completed the job a few weeks later, they sent me a bill of $4330. This was significantly more than I had agreed on. They did not communicate during the mitigation process to inform me that the job would exceed their quote. I believe that their prices increased once they discovered that my tenant had a renter's insurance policy. Roto Rooter was paid $3330 for the complete job (which was the top of their estimate range), yet they are currently billing me an additional $1000 and threatening to send the balance to collections. Ojay, the supervisor in the ****** area says that my tenant's insurance company was "happy" with the estimate and had no problem with it. It appears that he forgets that I am the owner of the property and that we had negotiated a certain price. This is unethical for the following reasons: They sent me an estimate with a range of $2200 to $3400 to complete the job. Roto Rooter did not communicate with me once during the job to let me know that their price was increasing or to give me an opportunity to decide if I wanted them to continue with a job that exceeded their highest estimate. They are seeking $1,000 more than the highest end of the estimate range that they provided. We agreed upon a price and I ask that they honor it. They should accept $3330 as PAID IN FULL.

  Business Response

  Date: 01/16/2023

  Spoke with customer, advised that we would no longer be pursuing for the $1,000 in question.  Provided an email stating such as requested by the customer.  Customer is satisfied with the resolution.

• Initial Complaint

  Date:01/12/2023

  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 thought the pilot light was out on my hot water heater. My boyfriend usually would address these issues but he is out of town. I called Roto Rooter and asked if they could re light the pilot. They advised that they could but it would be $107 to come to my home. If they did the work the fee would be waived and applied towards lighting the pilot. The rep was a bit cagey about the total cost but made it seem this would be price for pilot. When technician arrived at my home he advised me it would be$392 to relight the pilot. I thought it was completely outrageous but I agreed as I was in a bind. He drew up paperwork which I signed regarding labor for re lighting pilot. However once he opened the door he determined the pilot was lit and just needed adjustment. He then proceeded to still charge me $392 for job. When I spoke to my boyfriend that evening he indicated that technician did nothing but raise thermostat on water heater. There was no labor involved and then proceeded to charge almost $400. I promptly put a stop payment on check this morning. We called the company and explained. They will not budge saying they are entitled to this $$ if they touched thermostat. I will gladly pay them the $ 107 or even $150 for their time but $392 is unethical price gouging. They offered a $75 discount after we called but we declined . Their local New Haven Roto Rooter branch came to my home.

  Business Response

  Date: 01/13/2023

  Spoke to customer, and explain that she was Quoted correctly for the service she had done. I asked if she was aware of the pricing and the labor details that were written before the job was done and she responded with yes and signed the agreement. Customer states after the work was done that tech did not re light the pilot. but Once the job was done with the job tech wrote in detail on invoice  "customer states that the gas was turned off by the gas company and they re light the water heater but it went out"  Tech also wrote that  customer may need a thermocouple but that will be added cost. All this was written and signed at the end of the work by Customer and customer confirmed she has a copy of invoice. 

  Customer Answer

  Date: 01/13/2023

  Better Business Bureau:
  
  
  I have a copy of the invoice  attached which states that i signed off on LABOR to RE LIGHT PILOT. 

  When the technician opened the water heater door he discovered that the pilot was indeed still lit. That it merely just needed an 'adjustment'. He did not explain what an adjustment meant.

  He then proceeded to charge me the original $392 quoted to re light the pilot which I payed by check because i thought he may have actually performed some legitimate labor. 

  However, when I spoke w/ my boyfriend that evening, (he is out of town and very familiar w/ my water heater) he informed me  that the technician did nothing more than turn a dial on a thermostat. There was zero labor involved and then proceeded to charge me nearly $400.  THIS IS UNETHICAL PRICE GOUGING.

  Again, I am certainly willing to pay  $150 for his time but $392 to turn up a thermostat is completely UNETHICAL. That is not what i agreed to.  

  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:01/11/2023

  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.

  June 2020 I called Roto-Rooter to clear a clog in the sewage pipe. They fixed it and I paid. Over the next two years, my daughter would often visit my house and say she smelled gas or a weird smell. We would check and there would no burners on and no gas pilots on. It was not until this week January of 2023 that my daughter noticed a perfectly drilled hole in my sewage pipe. Apparently, the tech from Roto-Rooter put a hole in the pipe to clear the drain but did not tell us or plug the hole. I had to ask another tech who was working on our heater what on earth was that hole- he shared that it was dangerous because it was allowing sewer gases to escape inside of the house. When we called Roto-Rooter to tell them about the hole and asked if they could plug it up. We were told no that they do not plug up holes- we would have to find a plumber.

  Business Response

  Date: 01/12/2023

  Sending tech to place repair plate on pipe. 

  Customer Answer

  Date: 01/12/2023

  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.  They have fixed the hole as of 1.12.23 no charge. Thank you.
  
  
  
  Regards,
  
  
  
  **** ******
  

• Initial Complaint

  Date:01/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired ROTO rooter to snake a drain clog on the morning of 1-7-23. They snaked it but pushed the clog further, we found out later when our basement flooded with sewage out of a main drain in the floor. I have emails detailing the 48 hour nightmare with them.I simply don’t have enough room to detail here.I will summarize and would love to go over the details I sent to their Customer Service Manager Pat S. In short, my basement flooded shortly after the 1st visit.They gave me the runaround for 2 days while my family with a young daughter breathed sewage waiting for them to show to fix their error when they knew they were never planning on returning to finish/clean up their mess for no charge. This all stemmed from the second technician showing up 24 hours+ after my basement sat with sewage and no usable water in our home.I stated I wanted a full refund and also for them to finish the snake for free.He said the manager, ******** said I had to choose a full refund OR them finishing the snake for free(and they also refused to pay for any sewage cleanup as well) AND I also had to sign a form waiving all of their liability, I refused. I said I wanted both done and he said he was done and just left. Another 24 hours go by, they say their coming. They never do. My husband rescheduled his work flight at an increase cost as well as missed a whole day of work which was a lot of income, in our good faith they would show.They never did nor were they planning to. Their childish antics cost my family 1200$ total as I’ve added the flight increase/wages/paying a different plumber to finish their error that flooded my house/ and sewage cleanup they caused but never cleaned.They did refund my initial payment but I endured more costs due their direct negligence and never finishing. I am willing to negotiate but I do feel I am entitled to a portion considering the financial hardship and sickness we endured due to the direct negligence of ROTO Rooter.

  Business Response

  Date: 01/11/2023

  We refunded her the entire bill and offered to send out another tech, she said she did not want another tech, she got a different company to do the work. We are not willing to pay for the clean up. 

  Business Response

  Date: 04/17/2023

  We refunded the customer's money, offered to send addtional technician, customer refused. We are not going to reimburse for another company's work when we offered and were refused. 

  Customer Answer

  Date: 04/20/2023

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

  Roto- rooter sent a technician who refused to clean up the sewage they let sit AND I would have to pay in full with NO refund if he attempted the snake again with NO cleanup. He stormed off my property with my husband and daughter present mid conversation when I refuse. They then agreed to send another on while still giving me the refund but they never did and sewage sat til I finally realized they were never showing up. I want the money I’m out for sewage cleanup due to their direct negligence and the money I had to pay another company because they DID NOT return, days later after I refused their stonewalling and cornering tactics by the second technician. This technician left me and my husband standing in sewage after we moved all the boards (“in his way”) he needed moved because he wasn’t physically fit enough to walk down a set of stairs. So no they did not try to fix it or cleanup their mess at all. Thank you for your time and professionalism regarding this matter. 
  Regards,
  
  
  
  ******** *****
  
  

• Initial Complaint

  Date:01/10/2023

  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.

  Roto Rooter replaced fitting and sewer pipe in basement on 6.26.2023. Sewage backed up in basement in summer 2021 (slight) and more major December 2021. Roto Rooter said the problem was in the sewer line in the summer and said it was clogged with "flushable" wipes in December. We do not use wipes and had sewer line repaired in 11/2022. Sewage again backed up in basement on 1/8/2023. Called Roto Rooter repeatedly on 1/8 and 1/9 and was told someone would come and call. Nobody did and this is urgent!! They at least need to look at it,

  Business Response

  Date: 01/11/2023

  Tech went to site on 1-10-23 and field sup on site 1-11-23 to solve issue.

• Initial Complaint

  Date:01/10/2023

  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.

  I contacted Roto Rooter due to our Pump Grinder alarm going off. The sent out a tech, Justin, who diagnosed the problem as a failed pump (note it is a pump grinder, not a sump pump as he has stated in the invoice). He then left the site an said he'd have to do some research as to how to repair. In the interim I had two other plumbing companies out to assess and quote a solution. Justing called me several times reporting back additional information as to how he thought it would need to be handled. Three men, one going down into the cess pool tube, hazmat equipment etc. He could not give me a written estimate for the work and the numbers he kept coming up with changed in each call but were ultimately north of $20,000. He asked for authorization to order equipment and I said I would need a written estimate first. He sent me the attached photograph of an estimate with no detail and I told him I found much cheaper published pricing and that I was seeking other estimates. I was able to find another company to do the work for under $7000. He then called back and said he had to charge me for the work he did in working up the bid, etc. I told him I hadn't authorized that and would not pay for his time quoting a job. He said he understood but his manager was making him charge me anyway. Then I got this invoice (attached) in the mail.

  Business Response

  Date: 01/18/2023

  We credited the disputed charge back to the customer.  The customer was satisfied with the resolution.  

  Customer Answer

  Date: 01/19/2023

  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:01/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My drain was clogged on 12/15/22 Invoice#*********** and Roto Rooter was called out to my home. Brad k was our technician. he stated that he unclogged the drain and someone from the city needed to be called to fix the problem. He stated that the unclogged that he did would probably last a year and they city needed to be called. Well Bard left and soon as I put a load of cloths in the drain was clogged again they charged me $415.00 that I wrote a check for. The problem was not fixed for more than a hour let alone a year, and he still charged to basically do nothing. I'm elderly and this is what happens. They took advantage of me. I called back to say the problem was not fixed so instead of him coming back out to see why he called the city and they came out and said they could not find the problem. Today my drain is still clogged and Brad never came back out. I then called my bank to cancel the check I wrote, because no work have been done at all he didn't come back out the drain was clogged back as soon as he left. Their secratatry called me to tell me my check bounced and that I needed to pay and I explained to her why I cancelled the check she was so rude saying they will take me to court. The thing is I did not mine paying if the work was done, but $415 and it still was clogged its still clogged now that was a waste of time he should of just said it could not be done instead he charge me for nothing. Then he didn't even come back out to try and fix the problem. I will be leaving a review on yelp as well.

  Business Response

  Date: 01/09/2023

  I spoke to ******** earlier today before this BBB complaint came through. ******** said she called another plumber who cabled her sewer and she hasn't had a problem since. I offered to send out a field supervisor to inspect the sewer line with a camera to ensure the line would stay open, but ******** declined. I also told ******** that I would waive our initial fee for cabling since we didn't fully open the line. It seems that this BBB complaint was made prior to me speaking with ********. ******** was satisfied with our solution to the problem and I consider this complaint closed.

  Customer Answer

  Date: 01/09/2023

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

• Initial Complaint

  Date:01/06/2023

  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.

  have a giant hole in my front yard since Dec 26th 2022 and has paid $10,000 to have my whole sewer line replaced as recommended by Roto rotter a and until today I have water backing up in my basement and clogged sewer line that has caused my basement to flood
  It's has been a constant struggle dealing with Roto rotter since the begging. After installation of my sewer line 2 days water kept on backing up and having constant clogging in the new pipes installed by Roto rooters, ***** was responsible for filling permits with township and she filled it with the wrong township which caused a week delay by the time inspector came out the pipe had collapsed and shifted because the dirt kep on falling on it! Then ***** the camera guy came out to see what's wrong with the line and he stated the the new connection inside the house installed by Roto rotter isn't pitched right causing water to sit in the pipe and another connection by the garage where Roto rotter worker were supposed to replace the connection and they never did causing the line to be clogged. Now this is the situation I've been waiting on Roto rotter to send out crew to fix the sewer line inside the house that Roto rotter installed wrong since Tuesday and no one came out only crew came out to fix shifted pipe outside! Everyday I've been told tomorrow crew coming out and no one showed up! I spoke to **** yesterday and explained the situation and my frustration with the whole process he said he will reach out to the excavation manager and get back to me and I've been waiting and nothing!
  This has been the most frustrating, difficult and expensive experience I have ever had!
  I was charged $10,000 dollars for this project and nothing is done right

  Business Response

  Date: 01/07/2023

  Excavation manager is in contact with Mr. ****** over his concerns.  We have a crew there now making all necessary repairs and taking care of other concerns as well.