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

  6356A Corley Rd Norcross, GA 30071

  
• 

  Roto Rooter

  220 Demeter St East Palo Alto, CA 94303

• 

  RR Plumbing Roto-Rooter

  280 Meredith Ave Staten Island, NY 10314

• 

  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:12/01/2022

  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.

  The company overcharged me. I've had them out three times to my house. I had a sewer backup in the basement. They put a cable in to clean the blockage. They said a camera was needed. They charged me $450. They said the pipe was cracked and they would have to dig up the concrete floor to get to the pipe. They made a video and they found the pipe wasn't cracked. They told me it would all costs $5000. They told me I could finance. They didn't tell me there was a $29 fee to set up the financing. They weren't here long enough for the amount of work they claimed they did. I asked for a refund and they refunded the $450, but wouldn't refund any of the $5000.

  Business Response

  Date: 12/05/2022

  12/05/2022 11:30:03 EST (Updated by: Mike C*******) -- Spoke to customer at length about picote process. She did not understand and felt we misled her on the proposal. Claims we took advantage of her which I explained to her we did not. I reviewed the video of the plumbing while on phone with her. She is asking for $1000 credit towards her ********* financing. I spoke with ***** ******** and got approval. I told ******* my goal was to be as transparent and easy to work with as possible and she thanked me. I will draft a letter for her and I to sign showing resolution and then issue the credit..

  Customer Answer

  Date: 12/19/2022

  Dear ** ******* 
  
    Thanks for your attention to this matter at this busy time of the year.  I did receive a call from Mike C******* at Roto Router who offered me a $500 credit on my bill.  Listening to him on the phone made me feel like that was all they were willing to credit me.  I felt like the bill was extremely high ($5000) for the services, as did others in that  profession in the area and my insurance company (***** ****) .  At first they said  there was a break in my pipe and they would have to move all the personal property covering it on the floor. Then they would have to break up the concrete floor to the broken pipe and fix.. This would be a lot of work and cost $5000.  They came back, ran a camera through and said they were mistaken the first time and there was not a broken pipe, they would just flush it out but it would still cost $5000.  I was under pressure as every time the toilet was flushed, it would back up into the basement.
  
    In the meantime, they said they wouldn't move the personal stuff out of the way, that I would have to do it, which I did.  So, they flushed out the pipe. It didn't take very long, not even half a day. When they were nearly finished, they had another guy come over and try to sell me something else.  I forgot what it was, maybe some kind of insurance.   The original guy talked me into an agreement with ********* Bank for payment saying there would be no interest for a certain amount of time but didn't mention there was a $29 application fee. All documents that I had to sign were on a little machine, like a computer, so I didn't get a copy immediately. They had to send it to me.   I originally planned to put it on my existing credit card.
  
    In conclusion, Mr. C******* asked what it would take to resolve this. With his $500 offer, I didn't think he would consider much else, but I said $1000 off. He said he could do that.
  Originally, I felt a bill of $2000 and not more than $2500, would be more than adequate after having since discussed with other professionals. I believe I even mentioned this to the person with whom I initially spoke to at BBB. That would make me satisfied. But on the phone with him, I said less, feeling less was better than nothing.
  
    That is how our conversation concluded. I have not received anything from Roto Router since.  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 12/20/2022

  I did in fact offer a $1000 dollar credit for this customer. I explained the service in detail along with explaining the reason for the cost. I gave the customer names of the equipment we used and the processes in detail. The fact that we did not break up her floor and we were able to save the expense to her for further repairs was in her favor. We are on the low side of what should have been charged already which I also explained to her. 

  My last conversation with her I was told to hold off as she was not satisfied with my offer. We have no more room price wise to make any concessions further. I am more than happy to honor my offer of $1000 in good faith that she did not fully understand the process and my end goal is a positive experience with our company. Her sewer line had issues that were causing it to back up and we offered a solution, which she accepted. We performed the work and were able to save her cast iron plumbing in tact and descaled it for a solution. 

  The work was performed as outlined in the agreement and her sewer line has been working properly since. 

  Mike C******* 

• Initial Complaint

  Date:11/28/2022

  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.

  Technician overpriced me and did not provide receipt when asked. I was charged almost $1000 for changing shower head, spout and nozzle. This is ridiculous and I feel rippy off. I felt obligated and pressured to allow the job to happen. I learned my lesson. Will never call Roto-Rooter again for any plumbing needs. They overprice customers and don't provide an explanation for the outrageous charges. I contacted another company and they quoted me half of what Roto-Rooter charged.

  Business Response

  Date: 11/29/2022

  Sophia called us to do some work in her shower, we gave her a price for the parts and labor, approved by signature for us to do the work, and paid us for the work that was done.  Nothing further to discuss.  All work was approved by the customer.  

• Initial Complaint

  Date:11/24/2022

  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.

  10/19/22 date of loss. Hot water heater failed, and water damage to underbelly of trailer. Contacted roto rooter who sent out plumber and insurance expert. Advised needed hot water heater replaced and mitigation of damage which was explained that roto rooter would removed, document all water damage, bring in fans to dry out house and under trailer, and after readings were normal the mitigation team would then replace damage materials. Must admit never in 30 + years of home ownership needed to file claim. He called my insur company and filed claim all done on speaker. This is partially my fault I was gullible and overwhelmed. As he was talking told me he had to check my credit which I said fine, but not only did he check my credit but I guess I signed for a!credit card synchrony bank card, I have since then disputed this acct through credit karma. I thought I was only authorizing a credit check and NOTHING MORE. Since then I paid for a new water heater allegedly, never received receipt, tried to click the link to get receipt and paperwork said link closed. This cost me $1,600.00 paid on credit card, will try and dispute this. 3-4 days after water heater installed, roto rooter came out to adjust heater as the water was barely lukewarm. He turned it up within a couple days h/w heater fuse starts to blow. h/w heater, heater, laundry, fuse box all located in utility room. After third time I opened cubby as soon as I opened cubby door felt very warm moist air comes out this is where hot water heater is located, cubby now full of black mold mold. I have pictures. Called rooter roto, came out “cleaned” mold and removed cubby door never returned. Had said they would bring back after cleaning. Hot water heater exposed to 2,3 and 6 yr old grandchildren \. Additionally 3 yr old has breathing problems. But now 2 wks later the “new” hot water heater no longer works. I need a hot water heater, one that works, one that is dated no date of inspection on this one., with a receipt PROOF OF PURCHASE. I WANT WHAT THEY INSURANCE EXPERT SAID THEYMWOULD DO. Removed and REPLACE DAMAGED MATERIALS

  Business Response

  Date: 11/30/2022

  When we sent our Field Supervisor out, he spoke with the customer about their issue and assisted in starting a claim. There may have been a misunderstanding when he checked to see if you would be approved through synchrony to get any work done if it is not covered under insurance. The paperwork was signed off on for all work. When we came back we cleaned the mold and found that the issue stemmed from the water heater being in a drywall closet. When reached out to for a technician to come out and check on the water heater to ensure it is working properly, we received no response. We will be happy to send a technician out to ensure everything is working correctly but cannot do so without approval from the customer and verification that someone will be home.

• Initial Complaint

  Date:11/20/2022

  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.

  initially called to hydro jet my sewer drain but I was told had to snake first; informed them several times about waste water. The guy that snaked the drain had no clue what I was talking about; several minutes later he tells me he can’t complete the job. He called someone and the water restoration team was called as well. I told them several times I didn’t have money to take care of it and was informed SEVERAL times that HO insurance would pay for everything and that they also handle all matters on their end. Once cleanup done, I again asked if they were sure HO ins would pay, was assured again by Roto Rooter. Fast forward a few weeks and I receive an invoice. HO insurance processed a check for less than amt; alerted Roto Rooter to this and was told: Yes mam I understand. Your insurance should have taken care of the balance, I will contact my supervisor in the morning to find out more information. My response: They're mailing a check but the mortgage company has to endorse it. Good luck with that. It's like dealing with the Lucifer but he probably nicer than Cenlar. Roto Rooter rep response: Yes mam I understand, our office will help with that so we shouldn't have any issues. That convo took place on 9.7.22.; reps started calling and harassing me for payment. Told A. J and another rep that I couldn’t just send the check directly to them. On 10.23, I received a txt msg from my HO insurance for a supplemental check to Roto Rooter. I called the insurance claim check dept and told them Roto Rooter told me I had to send the check directly to them; I was told no because Roto Rooter couldn’t do anything with the check. 11-17-22 A. J sends me an email about a mechanical lien. I contacted my mortgage company and insurance claim check dept and they stated they don’t understand why Roto Rooter would start litigation for something that’s out of my control. same day, Mr Johnson told me to cease communication as he would take me through litigation

  Business Response

  Date: 11/28/2022

  11-21-22

  *** ******** water restoration job was completed to her satisfaction.  We are pursuing payment for the work.  The check from her insurance company for payment to us is being held by her mortgage company. She simply needs to call her mortgage company and release the check to us. She is refusing to do that so she may potentially personally realize the gains from the insurance check instead of paying her bill.  In previous communication with her, she was cursing and became extremely rude.  I attempted to call her at 3:15 this afternoon to discuss with her but it just rang with no option to leave a voicemail.

  11-22-22

  In addition to calling *** ******* yesterday without the ability to leave a VM, I contacted her again today. She did not answer but I was able to leave a VM to please return my call. I will attempt to connect with her again.

  11-23-22

  I spoke to *** ******* and she contends that she signed the insurance check and sent it back to her insurance company. I will pursue payment on her account from the insurance company. She stated if she gets it back from them, she will surrender it to us. Roto Rooter has not been paid for the work at her house and she is not happy that we keep contacting her for payment. We consider this complaint closed with the BBB even though we have not been paid for the work.

   

  Michael K****

  General Manager

  Roto-Rooter Services Company

  ###-###-####

  Business Response

  Date: 11/28/2022

  11-21-22

  Ms. *******' water restoration job was completed to her satisfaction.  We are pursuing payment for the work.  The check from her insurance company for payment to us is being held by her mortgage company. She simply needs to call her mortgage company and release the check to us. She is refusing to do that so she may potentially personally realize the gains from the insurance check instead of paying her bill.  In previous communication with her, she was cursing and became extremely rude.  I attempted to call her at 3:15 this afternoon to discuss with her but it just rang with no option to leave a voicemail.

  11-22-22

  In addition to calling Ms. ******* yesterday without the ability to leave a VM, I contacted her again today. She did not answer but I was able to leave a VM to please return my call. I will attempt to connect with her again.

  11-23-22

  I spoke to Ms. ******* and she contends that she signed the insurance check and sent it back to her insurance company. I will pursue payment on her account from the insurance company. She stated if she gets it back from them, she will surrender it to us. Roto Rooter has not been paid for the work at her house and she is not happy that we keep contacting her for payment. We consider this complaint closed with the BBB even though we have not been paid for the work.

   

  Michael K

  General Manager

  Roto-Rooter Services Company

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

  Customer Answer

  Date: 12/01/2022

  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.
  
  
  

  I’m being sued for something out of my control when I’ve explained multiple times how the process works. I’m not understanding how this company is still allowed to operate, but I guess as long as they say something to appease the BBB, it’s cool 
  Regards,
  
  
  
  ******* *******
  
  

  Customer Answer

  Date: 12/01/2022

  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.
  
  
  

  I’m being sued for something out of my control when I’ve explained multiple times how the process works. I’m not understanding how this company is still allowed to operate, but I guess as long as they say something to appease the BBB, it’s cool 
  Regards,
  
  
  
  ******* *******
  
  

• Initial Complaint

  Date:11/20/2022

  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.

  Date occurred: 10-12-22
  
  My plumbing was backed up which caused my toilets to overflow. I just moved into my house so my house passed inspection and my line was cleared out and scoped. Line was clear. I had cleaners come just before I moved in and they must of put a lot of paper towels down the drain that clogged it.
  
  I called roto rooter to come out in a pinch and they snaked my line. They then scoped it after and tried to upswell me which is normal for dishonest companies to do. Upon scoping the tech did not mention anything about a snake blade being broken off in my line. No mention at all. They left and I paid.
  
  I called my realtor who sold me the house to let her know that my line was not clear upon moving out. She called the plumbers that did the repairs for the inspection prior to me moving in. They cam by that day and said the line was clear prior to moving out but let’s scope it just to see what’s going on if anything. I stood there with them as they scoped and they came across a snake blade stuck in the line. They said that roto rooter had snapped a blade off in my line and I should call them to come out and get it. NOTE, the roto rooter crew was just here a few hours before who snaked AND scoped my line with no mention of a broken blade.
  
  I called roto rooter and asked them to come out and remove the blade they broke off in my line. They gave me the run around, spoke to every supervisor, they were dismissive, dodged my calls, didn’t return them. The blade is still stuck in my line. I have video and photos evidence of the blade in my line.
  
  This is a company that does sub par work and does not take responsibility for their actions. I DO NOT recommend using them at all. I simply want the blade removed from my line. Of the blade causes any additional damage a will pursue them in Civil court. It’s a matter of principal for me and I’m someone of principal.

  Business Response

  Date: 11/22/2022

    We spoke with the plumber that was onsite and he informed us that he did not lose a blade in the line.  I also spoke with ****** ******* and as a courtesy we sent a camera technician to reinspect the line. ****** was present during the camera inspection and there was no evidence indicating there was a blade in the line.  We did observe root intrusion in the line and discussed solutions with the customer.  We consider this matter resolved to the customers satisfaction at this time. Tell us why here...

• Initial Complaint

  Date:11/18/2022

  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.

  I requested rotorooter to send a technician to fix my leaky sink, replace two faucets, and consult about a garbage disposal. He replaced all the piping under the sink and the faucets were replaced, one in the upstairs bathroom and one in the kitchen. However, it took two days and the kitchen faucet leaks; the area around the head allows water to shoot through and there is water all over the wall adjacent to the sink. The leak under the sink was NEVER ADDRESSED. He told me if I wanted it fixed I had to make another appointment and buy the part that needs replaced. I scheduled another appointment to have them come out and fix this and they just cancelled an hour and 15 minutes into my 2 hour window. I paid $2000 to not have the primary issue fixed AND IT TOOK TWO DAYS. This is complete and utter incompetence.

  Business Response

  Date: 11/23/2022

  Roto-Rooter has spoken with this customer and apologized for
  delays. Per the recording of the conversation, on 11/18/2022, Roto-Rooter
  contacted the customer around 5pm to advise we were delayed and would be unable
  to arrive during his scheduled time frame. Roto-Rooter offered to reschedule or
  allow the customer to hold for potential availability later same day. The customer
  chose to cancel his appointment altogether, Roto-Rooter did not actually cancel
  his appointment.

  
  With that said, Roto-Rooter has already returned to this
  customer and performed repairs on 11/20/2022. Service slip signed by customer included
  in this response to evidence Roto-Rooter returned and services were performed at
  no additional cost to the customer.

  
  As Roto-Rooter call recording confirms Roto-Rooter did not cancel the service visit and Roto-Rooter has
  already been in communication with, and provided service for, this customer, we
  consider this complaint resolved.

• Initial Complaint

  Date:11/17/2022

  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.

  I hired Roto Rooter on 7/27/22 for water damages in my families home. Being as though I am a 1st time home owner making a home insurance claim was totally new to me. Roto Rooter showed up very confident that my home owners insurance would cover everything besides my deducible. Roto Rooter was able to fix my water leak while assuring my family that the water leakage was clean water. Roto Rooter also explained that I could pay my deducible through there ********* Bank which would provide 18 months to finance the amount. Everything went smoothly until the bill was sent to my Home owners insurance (***** ****). ***** **** stated that Roto Rooter provided/stated many unneeded services that either was not required or completely unnecessary. ***** **** stated that they would not be paying for a total of $2,245.81. Roto Rooter stated that I would be subject to the balance of the unwarranted items or a lien would be placed on my home. I have provided a list of stated unwarranted items, along with a receipt stating what ***** **** did actually pay and what I was forced to pay out of pocket in settlement which came to an additional $1,900.00 on top of my $2k deducible. I feel like Roto Rooter added many charges that either were not performed, or unwarranted and they figured that ***** **** would not push back and just pay out the amount and once they stated that they would not pay, they threatened to place a lien on my home.

  Business Response

  Date: 11/27/2022

  Account was already settled for less than the amount originally billed. 

• Initial Complaint

  Date:11/16/2022

  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 11/6/22 I contacted Roto Rooter@10:26am for a drain snaking to be performed.Michael from the Tampa location 186 arrived@11:17am.He began to snake & stated his machine has a 100’ line.I stated there is another main clean out possibly at the back part of the yard before the garage because the previous owner pointed it out. Michael could not clean the line.At 3:02pm Logan arrived to camera the line.He located a small hole in the line to a toilet right outside of the main clean out at the front of the home.He then ran the camera towards the rear of the home approximately 10’.I also told him about the location of the possible 2nd clean out by the garage.Logan then prepared a proposal 4,460 & work could start on 11/9/22. I was told I could just use water in a limited capacity.Cody came on 11/9/22 & I was given an additional proposal for 500 for a new toliet.That work was preformed & completed. Then Logan sent another verbal proposal for 2,500 to repair the line break. Bringing it to a total of 7,460. On 11/15/22 Roto Rooter attempted to charge my credit card for $4,250.00 at 11:16pm. The transaction was blocked as a security alert. On 11/12/22 I had someone else come out to the property. The second main was found immediately.The main line was snaked from that point of the back yard to the alley and there was not a break in the line just a clog.It was suggested that the snake and jetting that Roto Rooter performed wasn’t far enough and basically forced the clog down the line further. If they had snaked from another location further down the line it would have cleared quickly.I agree I should be responsible for the line repair and toilet repair on the front portion of the home. Not the snaking, jetting or camera since he didn’t use it to the compacity needed to identify the true line issue and then began making stabs at other possibilities which added undue costs and time.I have attached a more detail Synopsis which includes Logan threating to put a lien on my home.

  Business Response

  Date: 11/21/2022

  I spoke with **** ***** and came to an agreement with her concerns. An adjustment was made to her invoice.

  Customer Answer

  Date: 11/21/2022

  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:11/15/2022

  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.

  My mother and aunt own the house at which I reside. I have no legal rights to the house. On November 2nd, the pipes in the full bathroom backed up. I called Roto Rooter to come look at it. They found a clogged pipe. My mother and aunt were present for this. Two days later, my aunt signed the contract for the work and paid 50% up front. They unclogged the pipe that day. My mother and aunt are refusing to pay the full amount. On November 14, I received the attached letter from Roto-Rooter. It lists me as the owner, which I am not, and described the intention to file a mechanics lien on the house. I called the business last night, received a call back from a man named Jason from Roto-Rooter, who acknowledged they knew I was NOT the owner, but that I had called for the service, and that the letter had to be directed to somebody “or you would just throw it away”. The document clearly lists me as the owner, which I reiterate I am not. They stated they are well aware I am on the owner, but refused to change. I want my name off this and do not want to be associated with this.

  Business Response

  Date: 11/15/2022

  ******** was the person to call in for the service that was done on the property. I explained to her that because she started the order for work that her and her mom's name had been attached to the work order that generates the letter, she received and. ********** mom *** refused to pay the second half of the money owed when the work was completed causing us to send the work order to our collections team. If payment is made, we will not proceed further with the notices.

  Customer Answer

  Date: 11/15/2022

  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.
  
  
  - this does not resolve my request to have my name removed from documents and correspondence that falsely represent me as the owner. Further correspondence to me as the owner of the property when the actual owners refuse to pay is not acceptable and constitutes harassment. 
  

  The following is an acceptable resolution for me: 

  - Removal of my name from all documents and correspondence that falsely list me as the owner of the property. Their statement that this is a “system-generated” document is not an acceptable reason to falsely list me as owner. 

  - All further correspondence on this issue should be addressed to the owners at their residences.

  - No further contact or attempts to contact me by this business. 
  

   

   

   

   

   

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

  Customer Answer

  Date: 11/16/2022

  Hello,

  1) I do not have a contract because I am not the owner of the house and did not sign the contract! The owner and contract signer is ******* ***** ***** ****** ****** ********* ** *****. However the notification of the intent to file a lien (attached in my original complaint) lists me as a the owner and is sent to my residence and location of the work, even though the owner does not reside at this location and does not receive or collect mail from this location

   

  2) I do not have an invoice or receipt because I am simply the person who called. The owners were present for initial assessment with Roto-Rooter. They signed the contract and paid 50% down. They have a the receipt. I was not even present for the signing of the contract or payment. 

  Roto-Rooter has refused to correct their correspondence listing me as owner and refused to re-direct their correspondence to the actual owners at their respective addresses. I am simply asking they correct their correspondence that refers to me as owner and address their correspondence and any other documentation regarding this case to the legal owners at the address lifted above. I also wish no further contact or attempts to contact me by the business. Again I am not the owner or the contract signer, so correspondence and any legal or financial documents should NOT be sent to me. 

  Business Response

  Date: 11/29/2022

  I advised ******** ******* that she is not liable for the amount owed. I also advised that her name is on the paperwork due to her starting the call for service and that I could not remove her name from a contract that was signed by the homeowner. Pauline Furr is the homeowner that is responsible for the past due amount and all work has been completed.

  Customer Answer

  Date: 11/29/2022

  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,
  
  
  
  ******** *******

   

  Business has not agreed to refrain from contacting me or attempting to contact me in pursuit of payment. On Tuesday 11/22/22, I received a call from a female employee demanding payment. For the second time, I provided the owner’s contact information. Employee hung up on me when I asked them to refrain from contacting me again. This matter will not be resolved until they agree to refrain from contacting me in any form and actually do so. 

  Business Response

  Date: 11/30/2022

  I advised ******** that she is not liable for the amount owed. I also advised that her name is on the paperwork due to her starting the call for service and that I could not remove her name from a contract that was signed by the homeowner. Pauline is the homeowner that is responsible for the past due amount and all work has been completed.

• Initial Complaint

  Date:11/14/2022

  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.

  4/25/2022 - Roto-Rooter came out to fix a bellied pipe, a 2 ft. section for $9874.09! Continued to have the same plumbing issues that Roto-Rooter promised they would fix. We had sewage backup in our shower stall on 6-6-2022. Roto-Rooter came back out to fix a bigger section and replaced about 10 ft. to 12 ft. of sewer pipe. Experiencing same problems in July 2022. Roto Rooter came back out cleared the blocked line and said they would have to charge me more to fix the problem that they never fixed! Line continues to back up. Recently had another plumbing company come out with video evidence of the same plumbing line backed up. They cleared the line and gave us an estimate to replace our whole sewer line which is over 50ft. for only $6850.00. Roto-Rooter charges me $9874.04 for 2ft. of repairs vs. ARS Rooter charges me less to replace over 50ft. sewer line!
  
  After complaining over 2 weeks ago, Roto-Rooter called to schedule a service to camera my sewer line. Never got confirmation on when they would come and just should up to our residence without a call. I wasn't home and my wife had to turn them away because she was leaving the household. We never got a call back to reschedule. Very unprofessional.
  
  We are very disappointed in Roto-Rooters repair services and customer services. They never fixed our problem and robbed us of our money.
  
  We are seeking a refund of the full amount so we can put that money towards fixing the problem with a more reliable and reputable company.

  Business Response

  Date: 11/22/2022

  Customers wife sent field sup away on the 27th and did not want us on the property. Offered to solve any issues if related to previous work and give second opinion before hiring another company.

  Business Response

  Date: 11/28/2022

  Customers wife sent field sup away on the 27th and did not want us on the property. Offered to solve any issues if related to previous work and give second opinion before hiring another company.

  Customer Answer

  Date: 12/05/2022

  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.
  
  
  Regards,
  
  
  
  ******** ******