Business Profile

Plumber

Roto-Rooter

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This business has 1 alert

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

790 total complaints in the last 3 years.
258 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:12/16/2022
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 22-apr- 2022 I had Roto-rooter make a repair to my waterline they said it was guaranteed for one year the leak is back and they said they will not repair it. Today’s date 16-dec-2022. I paid $600.00 for repair and the cost of the visit $100.00.
Business Response
Date: 12/17/2022
The customer us stating his pipe was leaking again. We dispatched a technician on a callback. However, when the technician arrived the leak the customer was stating was where we did the original job, was in a different location. The section of the pipe that was originally replaced by the technician was not leaking, and he explained this to the customer. We offered to fix the section of leaking pipe, but let the customer know this was not under warranty due to being a separate issue.
Customer Answer
Date: 12/17/2022
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,

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

It has not been determined that a leak is in a new location or confirmed. Water pooling is a symptom
of a leak. It has been confirmed there is water pooling proximal and linear to the original pipe repair.
No pipes were exposed to visually confirm exact location of any such pipe leak. Water pooling
location does not confirm the location of a pipe leak and is a false conclusion. The original pipe repair
location has been covered with drywall. Concealing the pipe repair location. The replaced drywall is
at a higher elevation in the ceiling than where the water is pooling. It is reasonable to accept the
water is pooling at the lower elevation and wicking through the dry wall tape joint at the lower
elevation. Customer requested the service supplier to identify the moist areas with a Moisture
Meters / Drywall Mold Moisture Detector as they did during the visit on April 22, 2022. The moisture
meter was extremely effective in pinpointing the exact location of a pipe leak within inches. The
accuracy of moisture meter was confirmed by the service technician that the moisture meter is
highly accurate tool along with other nondestructive measuring devices such as thermometers. The
technician was so confident in the approach to use the nondestructive tools mentioned that the
technician reached out to several colleagues to see if they could assist in taking some measurements
before cutting holes in the ceiling drywall. Customer did not want to troubleshoot the source of the
leak via trial and error cutting several holes in the ceiling to pinpoint the leak when there is
technology readily available to significantly reduce the need to cut holes in the ceiling. Each hole is
destructive and would require repair. The technician left because he could not wait around for
someone with the proper tools to come. Approximately 30 minutes later the customer received a call
from the service supplier. The service supplier said that they would not come out and repair the
drywall damage and kept going on and on about that. The customer stated several times that he did
not want them to do that and only wanted them to use the nondestructive test equipment they used
last time to help pinpoint the leak location as this was extremely successful to find the leak in April.
The service supplier refused and said he was too busy to send someone out to meet the customers
reasonable request and did not offer another time when they were less busy to perform the
nondestructive testing. The service supplier said they would discuss the issue with their colleagues
and call the customer back. The service supplier that said they would call back did not. However, the
technician did he stated they had “changed their opinion of the situation” and would not comply
with the request to perform an inspection of the area with the nondestructive tools to minimize the
number holes cut in the ceiling. The customer was not getting cooperation from the service supplier
then proceeded to contact BBB.

Regards
*** *******

Business Response
Date: 12/20/2022
As stated before, the area of the leak was different than the area of the original leak that was repaired. The customer was informed that we could open everything up again, and while unlikely that the issue was the same, if it was we would fix it at no charge. However, if the leak was located at a different area the customer was going to be responsible for the cost of the repair. He declined. The moisture meter in question does not determine the are of the leak, only that the drywall itself is wet.
Customer Answer
Date: 12/20/2022
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:12/14/2022
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.
07/11/2022 Contracted with Roto-Rooter to remove and replace 36 inches of corroded and leaking water line/pipe with new copper pipe to stop leaking under house in crawl space under bathroom and adjacent kitchen area. Paid Roto-Rooter $771.14 ($76.14 parts / $695.00 labor). Roto-Rooter Residential Labor plumbing replacement warranted according to contract for 1 year. On 12/14/2022 at approximately 10:00 am, heard water running and investigated discovering water spaying from the Roto-Rooter repair. Shut water off from main cut-off out in the front yard, then called Roto-Rooter and was given a service time slot of 12/14/2022 between 12 - 4 pm. Called Roto-Rooter approximately 5 times since about 3:00 pm. The time is now 12/14/2022 5:48 pm and no service technician has shown up yet.
As far as I'm concerned since reading reviews online of this company this seems to be an ongoing practice of not honoring their business practices, one alternative is to file a complaint with the Better Business Bureau and see if you all could be of any assistance to me. After that I will see what legal options, I may have through the courts system because companies like this have to be stopped or at least regulated from taking advantage of people and their hard-earned money. As of this writing the company has not, of course had time to reach out or resolve the issue because by the time they do I will probably will already have fixed their shotty workmanship and started legal proceeding.
Here is the Servicing Technician Emmanual B**** #****, Roto-Rooter Invoice #***********, Authorization# *******. To settle this to my satisfaction, if I repair or have it repaired by someone else the only resolution would be for Roto-Rooter to Refund part of what I paid for the repair in the beginning. If Roto-Rooter honors their warranty and repairs the repair at their expense, then all is satisfied.
Customer Answer
Date: 12/15/2022
I ask that you disregard the submitted complaint as the business sent a technician out to, although later than the projected service time slot of 12/14/2022 between 12 - 4 pm, and repair was done so far satisfactory.
Initial Complaint
Date:12/13/2022
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.
Pipes replaced in my basement which resulted in the wood panel being taken down. Roto Rooter is noncompliant in repairing the panel that they took down to do the plumbing. I would like my basement restored in the original condition prior to this job.
Business Response
Date: 12/14/2022
Spoke with customer. We are in contact with her and and we are scheduling someone to go repair her wall paneling. She has my contact and I will be in contact with her to make sure this is completed
Business Response
Date: 12/22/2022
Talked to excavation manager, he talked to customer to let her know both the license holder and himself are going to the property, scheduled with customer tomorrow Friday Dec 23rd in the morning. The job was completed two days ago. Ready to be inspected.
Customer Answer
Date: 01/25/2023
Consumer has confirmed resolution.
Initial Complaint
Date:12/13/2022
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.
November 27th 2022 had a clog in my sewer so I called Roto-Rooter to come clean it. I paid $495.31 for them to clean it and have a camera check if the clog was removed. I was told if they still saw roots they would send a tech back out to put a blade on the drain snake and cut out the roots. When the camera came they could see roots that the camera could not get by and said there was an offset in the pipe which would need to be dug up and fixed. They provided a quote for more than $7000 to fix the offset and said the 6 month warranty on my pipe cleaning was invalidated because of this. They would not provide me with a copy of the video so I paid $260 to have my someone else check with a camera. This other camera service showed there was not an offset in the pipe and that it was a Y intersection with roots in it. Since there was not actually an offset I believe Roto-Rooter should have sent back a tech to put a blade on the snake and clean out the roots they missed the first time. I do not trust Roto-Rooter anymore so I've paid another company to remove the roots. I have attached my video of the pipe showing a Y intersection and no offset and the other companys invoice stating the Y pipe and not an offset.
Business Response
Date: 12/14/2022
Thank you for your inquiry and comments about Roto-Rooter's service. Only through listening to the customer can we improve our future performance. The technician's copy is attached from the service on 11/27. The customer was charged the flat rate price of $565 less a discount $495.31, net. We video the line to ensure the job was performed correctly. The service is for the drain cleaning and the footage belongs to Roto-Rooter. The customer asked about the $7,000 excavation proposal, noting he wanted the video to compare to other companies. It is up to the customer to get a second opinion, if they choose to do so - but not with the property of Roto-Rooter. He could purchase the footage, but he thought that it came with the service. Our postiion was explained. He then chose to go with another vendor for a second opinion, which is fine. The customer chose to go with the other company's recommendation, which is also fine. Based on his request and notations, Roto-Rooter refunded the balance he paid in full. The customer is satisfied. Thank you.
Customer Answer
Date: 12/16/2022
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:12/12/2022
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.
A contractor from Roto came out Oct 7, 2022 with an and an adjuster came out They stated after the wand was used, we had a broken pipe by a tree branch and the work was going to cost us $9,000 to fix it. After we weren't approved for the credit plan, we were charged $907 for nothing. *** ******** ***** ******* came out and informed us, they couldn't see the issue with a wand. ***** ***** came back out and informed us of a clog and removed it.
Business Response
Date: 12/13/2022
Spoke with customer and went over the entire job and complaint from start to finish. Explained Roto-Rooters position and estimate. Customer was satisfied.
Initial Complaint
Date:12/09/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dispute is with Roto Rooter Water Restoration at *** ******* ***., ************ **. They were asked to repair water damage associated with a leaking water pipe in my kitchen sink. My insurance adjustor surveyed the damage today and indicated I had been overcharged by at least $800. The company has refused to provide itemized invoices to justify their charges. I have disputed the charges with my credit card company.
Business Response
Date: 12/12/2022
Customer was given detailed invoice from technician on site and sent a detailed invoice on Friday 12/9/2022. We are resending a revised invoice as well.
Customer Answer
Date: 12/12/2022
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 in my attached Word document. Per the attached, if the business wishes to provide two revised invoices, one for plumbing services and one for water mitigation services, I will be happy to review them and see if they reflect the actual services provided.

Regards,

***** *******
Business Response
Date: 12/13/2022
As a courtesy Roto Rooter reduced charge of drying equipment to 1 day, even though the affected area was still indicating it was wet each day, bill was reduced $712. As for the plumbing invoice the customer was charged our book price for the labor, time to drive to supply house and part. The insurance adjustor is not a Roto Rooter employee so does not know what pricing is. Customer was offered a $100 Sr citizen discount as her mother lives in the home with her. **********, charged back $500 on the plumbing invoice and $800 on the water remediation invoice, we was asked to leave the 800 chargeback and lift the 500 chargeback and we will refund the additional $12. Attached are the invoices
Customer Answer
Date: 12/13/2022
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 fully. The business has provided me with a revised invoice for water mitigation services in the amount of $481.56, which I now consider to be reflective of the actual services provided. The revised invoice for water mitigation services is attached. I will notify ******** ******* and ask them to undo the original charge of $1000 and accept a new charge in the amount of $481.56 so we can close out this portion of my complaint.
With respect to the plumbing charge, the business is not willing to adjust the original invoice of $911.36 (also attached), which includes $575 in labor plus an upcharge of $210 for travel to get a part. Since I know of no other plumber, including my regular one, that adds travel and expenses over and above their labor charge AND my insurance provider insists this is not an acceptable practice, I continue to question the upcharge. If the business is willing to eliminate the travel charge on the plumbing invoice, I am willing to pay the remainder of the bill.
Regards,

***** *******
Initial Complaint
Date:12/09/2022
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 called this company just before Thanksgiving due to an egg-like odor coming from my laundry room. A technician (NED ***) came out on 11/22/22 and charged me $1000 in order to “clear out” my system. He told me that the total was $1510 and that he gave me a $510 discount. I paid $1000 and was told that the problem I called about was fixed. The odor returned a few days later. I called the company back and another technician (SAW****) came out 12/6/22 and stated that my septic tank was full and that this company does not clear out septic tanks.

I have spoken to Pat S****** and Luis C****** at the company and there was no resolution. Mr. C****** offered me $200 back. This was not acceptable. By their own technicians’ admission, the first technician did not clear out anything because the company doesn’t offer that service and that I was charged $1000 for something they could not fix.

My concern is that I called originally for an odor coming from my laundry room; I was told on 11/22/22 that he fixed the issue; the odor returned, and I called the company back; the second technician said that the septic tank is full. The first technician should have seen that the tank was full when he removed and observed the septic tank. Instead, he proceeded to charged me for things I did not authorize and told me he fixed the issue.

I expect a full refund of $1000 since the issue I called for was not fixed and by the admission of their own technician (SAW****), could not be fixed.

I have attached the invoices and picture from your technician (SAW****) and the information pertaining to the estimate for pumping my septic tank, which is the cause of the odor coming from my laundry room.

Thank you for your prompt attention to this matter.

Best regards,
****** ******
Business Response
Date: 12/15/2022
The sequence of events was reviewed with multiple personnel in the branch and we informed the customer that there was a necessary service preformed separate of the septic tank being full. I offered her an additional $600 off the service.
Customer Answer
Date: 12/15/2022
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:12/07/2022
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 December 1 st I had Roto Rooter cable the house sewer line from the trap in front of my house to the mainline. The gentleman that worked on the line Doug complained about his machine not working correctly. He also stated that I would have a six month warranty. He also said that I would have a camera tech come out as part of a video inspection as this fell within 6 months prior to this the same thing happened with Roto Rooter being called out to snake my lines.

Roter Rooter sent a second crew out to clean my lines again on December 7th along with the camera tech Ryan, and a field supervisor Justin to inspect the process, four guys. While doing the photo inspection, It was discovered that a cutting blade used by Roter Rooter was left in my line near the lateral of the sewage line connecting to the main **** County sewar line. I asked them why that part was there they said it probably was from someone else, and I said that’s interesting. You have been the only people working on my lines in the last five plus years.
Why suddenly do I have a part in there it was never seen before, they claimed the Roto Rooter root steel cutting blade approximately 3” wide with a 1 inch depth came up from the sewer line.

I called Kevin C****, the assistant, civil engineer of the county of **** department of environmental in planning division of sewage management at ###-###-####. He stated, there is no way in object like a root cutter would push itself up into my lateral sewar line from the county main line. He also stated that this could and will cause my line to back up into my home again.
I want that part removed by Roter Rooter and my last service call covered in full as it happened within the six month time period.
Roto Rooter broke a part in my drain to sewar line, I want that out of my line, also the receipt of completed work from today’s work Dec 7th and copies of all work signed, and also the video of that part in my line as being cleared when they correct.
Business Response
Date: 12/08/2022
The GM of the ******* branch spoke with *** ***** on 12/7/22. He listened to her concerns stated in the complaint. He explained that before the work began, she signed a hold harmless agreement. She is aware that the sewer line is damaged and has root intrusion. By inserting a cable into the line we may or may not have lost a two-inch piece of equipment due to the obstruction. With that being said, we apologized for her concerns. She was issued a refund for the invoiced amount. We printed a copy of the hold harmless and invoice, both of which she signed, and left with her. Also, we have a camera tech coming to take a picture of the line to see if the small tool she referenced is in fact in the line. If so, we will remove it.
Initial Complaint
Date:12/06/2022
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.
They didn’t do the Job correctly, and put me on the back burner for 2 and a half days. I had them replace my shower nozzle and now it only gives me lukewarm water. They were suppose to have some one else to do the job, and they were supposed to be at my home early. I told them, I had appointments and They were suppose to be here early. So the Manager called me and told me that they couldn’t do the Job, so here I sit with no hot water in my shower, I just had surgery and have a broken foot. Very unprofessional and rude. I’m 66 years old and I don’t like people taking advantage of me. The Manager of this Company is returning my Money, because they can’t Do the Job, they messed up! So when I get the money back I have to get another company to fix there screw up. I would like you to advise this so called company they aren’t up to Standards for the People. Thank you, Sincerely Carmella Begin. My cell number is *** *** *****
Business Response
Date: 12/15/2022
We have agreed to a full refund to this customer. We will not be providing any additional services for this customer.
Initial Complaint
Date:12/01/2022
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.
Transaction date 10/19/22
Amount paid and disputed 564.64
Business came out to clear a drain clog and ended up causing a drain fly infestation due to not capping the floor drain that was advised prior to service where the sewer clog partially came out onto my basement floor, under my washer, and under my water softener. The technician only cleaned up the visible portion on the floor while I had to clean the remainder. I was informed that a camera inspector would be sent out after the service was completed to ensure everything was done properly and no issues remained. No inspector came out, and I had to call to follow up numerous times. When an inspector did come out finally, he advised that due to his size and the space where the cleanout was he would not be able to perform the inspection and someone else would be sent instead. No service was scheduled or calls received, so I followed up myself. I could not get the business to schedule the inspection, nor could I get a call back from them to discuss and figure out a resolution.

The company did not complete the entire service as I was advised would be done, and would not follow up for resolution on the issues. I filed a dispute with my credit card company, which Roto Rooter proceeded instead to not discuss with my bank but send directly to a collections agency instead.
Business Response
Date: 12/02/2022
We have removed this customer from collections
Customer Answer
Date: 12/02/2022
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.