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:10/20/2022

  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.

  Our main line backed up in September, they sent someone out to snake it and open it. They did and it cost $500. A month later it backed up again. They came out and couldn't get it open. They called in a camera person who said they could only get it 60ft out. They then told us the only way we could find out what was going on was to put a clean out in and have them water jet clean it out. This was almost 8000. They made it sound like there was no ther way and entire sewer line replacement was going to be 10s of thousands. So we had them do this. They installed it in the middle of our yard and when they got to the old pipes they said it was orange berg and that one side had roots in it and we had to replace that side and line the other side. They said ball park another 7300, but they had to check on things before officially quoting me. Said they would call me next day. Two days later after I left several voicemail they let me know the city said we would have to go clear out into the street and it would cost me almost double the $25000 that was our limit and they told us to call another plumber. So I did. This is when I also called the city out. The city put their camera down and found that my sewer line had partially collapsed but not the same image roto had shown nor in the same spot. Also they Said no one from Roto had called and that was a lie about having to go clear into the street. My responsibilities end at the curb. Also the plumber I had come out from another company said it should have max been 3000 to do the clean out and jet the line, city and ****** confirms this is more standard price. Also it ended up being only 5500 for the entire line to be replaced. The other company also said that roto dual clean out is junk and scrapped that. All I ended up with is an 8000 pipe in my garage. They even had told us other companies should be able to tie onto what they put in another lie.

  Business Response

  Date: 10/21/2022

  We were called out to the home located at *** * **** ** in ****** for a backed up sewer line.  We have cleaned this sewer line numerous times, with records dating back to 2015.  This time we pulled back a large amount of roots, only a month after the last time the line had backed up.  We had no way to clean this line, except through a pulled toilet.  The customer did not have an outside cleanout.  We performed a camera inspection, and determined there was an issue at 60" out.  We proposed that the customer have a cleanout installed at that spot to fix that issue, and allow the line to be cleaned from the outside through a double sweep cleanout (one that directs back towards the home, the other directs to the street).  The homeowner agreed to this scope of work, signed the work order authorization, and we began the process.  When we dug to and reached the pipe, it was discovered that they had Orangeburg pipe.  Orangeburg is a bituminized fiber pipe made from layers of ground wood pulp fibers compressed with and bound by a water resistant adhesive then impregnated with liquefied coal tar pitch.  It is prone to delamination, crushing, and is a product that when it starts to go bad, needs to be entirely replaced.  We were able to determine that there were additional problems as well further down the sewer line .  We proposed a change in scope to replace the entire sewer line and remove the Orangeburg entirely, which needed to be done.  The homeowner felt our price to replace the entire sewer was too high, and they declined that portion of the work.   We finished our original proposed scope and left the jobsite.  Our work was completed as contracted, properly, and within the proposed cost.  They were apparently able to get a quote for the additional work needed for less, which is certainly within there rights.  It does not change how we would have replaced the line, or the proposed cost.  

  The customer attached that contracts, which I would have done to reaffirm the scope of work, and the pricing.  We consider this matter closed

  Customer Answer

  Date: 10/21/2022

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

• Initial Complaint

  Date:10/19/2022

  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.

  Roto Rooter was hired to replace a backed up sewer pipe. While working the water line was damaged by the workers. Due to a disclosure statement I was responsible for the repair and extra cost of the water line. I had the water line repaired by a local plumber. Roto Rooter than replaced the cement sidewalk and in doing so again damaged the water line causing another leak. I contacted Roto Rooter and was again told this is my problem. I now have to have this line repaired for a second time, due to their negligence.

  Business Response

  Date: 10/21/2022

  Hi my name is Rich H******.  I responded about the compliant that was put in by ******.  I have tried to contact ****** numerous times by phone once I announced who I was and was hung up on.  I have also sent a email asking for ****** to call me back.  Mike the Excavation Manager has also called both contact numbers with no response. He has emailed her to get in contact with him so we can resolve this compliant.   We would like to resolve this compliant as soon as possible .  

  Customer Answer

  Date: 10/21/2022

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

  Customer Answer

  Date: 10/25/2022

  10/24/22
  
  *** *******,
  
  This is to inform you that the complaint against Roto Rooter has been resolved.
  
  Thank you for your quick action in this matter.
  
  ****** ** *****
  ******************
  

• Initial Complaint

  Date:10/19/2022

  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 called Roto-Rooter to come out and unclog sewer line he quoted me $415 and said he guaranteed he would fix it or I wouldn't be charged. Other companies I called quoted me $340.00. If they pulled the toilet so I pulled the toilet trying to save money. This service just like the others included camera service. I used Roto-Rooter because I've known they've been around for a very long time and for that reason must be one of the best. He waited for the camera man. The camera man ran his camera and they both started saying wow we have never seen this .what they discovered was my sewer line was disconnected under my house. We couldn't see it, but he had a device that showed where it was. We went outside and he started telling me what needed done. He said we will bring excavation equipment and start digging here in your front yard and flower bed and we may have to dig up sidewalk. He did say he will try and save my sidewalk. I started looking up sewer line replacement. And what I was seeing was 5000 dollars. I'm no plumber I just trusted he knew what he was talking about. He quoted me $10,500.00. And told me I need to cut out a hole in my floor for them to start the work. I thought this was expensive and way more than I was seeing online. I agreed to price and then the drain tech gave me his 415 dollar invoice. I said guys I'm about to pay 10500.00 for this why am I being charged. The camera should've came first.
  Then the supervisor said he will give me a 300 dollar coupon. So everything is gonna cost me $10615.00. He told me 2 days of labor atleast. And they will finance me. Well I really needed this done it was kind of an emergency. So I signed for them to come out Monday. They showed up Tuesday. 2 men 1 shovel dug a 3 ft hole in my flower bed it took 2.5 hours. I called and ask for my inspection reports and permits. They told me they wasn't necessary. And took 2000 dollars off that's $8615.00 doesn't include clean up crew I paid 4300.00 an hour I feel took advantage

  Business Response

  Date: 10/28/2022

  Spoke with customer and refunded $2000 for equipment not used. Customer happy

  Customer Answer

  Date: 10/28/2022

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

  Customer Answer

  Date: 10/31/2022

  Also the job is not complete

  Customer Answer

  Date: 11/07/2022

  They left my living room a muddy mess from climbing in and out of the hole. They left the old pipe. And they never sent out a follow up camera service. Also they still have a giant bag of trash out in front of my house. They are trying to charge me $8615.00 for 2.5 hours of work and it's still not done. 

  Business Response

  Date: 11/09/2022

  Refunded customer $2000.   We have completed the work that the customer requested.  

• Initial Complaint

  Date:10/18/2022

  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 have used the company’s service for a couple a times and within 5 months I had to call 3 times for the same situation and the second time within 6 days with different people giving me different diagnostics and trying to charge double
  Im trying to negotiate the second charge and they are threading me with taking me to court and wont be able to use their service which I won’t anyways
  I just feel that they are overcharging for the same job

  Business Response

  Date: 10/19/2022

  The work in question is 2 different jobs. On 8/10 we responded to a clogged kitchen sink and cleared it with a 30 day warranty. On 8/16 we returned for the same problem and found that the sink was backed up again. We unclogged the sink by snaking it again at no charge. While we were there on the second visit we found that the garbage disposal was not working. We notified ******, she authorized the work and paid us to complete the work and a $44.60 discount was applied to these charges at the time of service. There have been no additional problems since the second visit that we are aware of. We still have an outstanding balance of $467.00 that has not been paid from our visit on 8/10.

   

   

• Initial Complaint

  Date:10/17/2022

  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 ******** ******** have roto rooter on Friday September 16,2022 I have a tree root that was going through my sewer pipe in front of my yard .I paid roto rooter $654 dollars to come out to snake my sewer line toward the city street because I didn't want it back up feces in my home. The man from roto rooter name Stan took it upon his self to snake in my home as Stan was snake the line other people's feces was in my living room. Then came and cut holes ??all in my living room and bathroom and my carpet . I trying to reach out to them but they did nothing .because they was paid for nothing because it was never had water in the floor it was just poo from other peoples house. I was out of my home from September 26,2022 to September 30 ,2022. On September 30 I had someone else to check and they said that roto rooter was the one who cost the problem to my home. I will tell people that they are not good I will give them on customer satisfaction a zero because they are a company get over on there customer. I would like if they would come and pick my home back to the way it was before there employee Stan damaged my home.

  Business Response

  Date: 10/27/2022

  Management went to visit customer at their home. The customer was misinformed by her insurance company that Roto Rooter was responsible for the put back of her sheetrock and other materials. We informed the customer that Roto Rooter does not do that work. Management explained to the customer that the insurance company takes care of put back. Management refunded drain cleaning fee of $660+. Management is also calling insurance company for customer to try and help resolve putback issue.

• Initial Complaint

  Date:10/14/2022

  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.

  October 12 someone from this company came out to take care of the tub faucet. I had a new faucet, he gave me a bill for $800 just to change the faucet. I had to go to work so I had my mother give him the check and make sure it was done correctly. I gave him the directions on how the handles should be positioned. He did it wrong. The shower handle was leaking still. I called the business and spoke to a lady yesterday. The general manager has not returned my calls or my voicemails. When I called today, I asked if there was an additional charge to come out today and they told me they didn't know.

  Business Response

  Date: 10/18/2022

  this complaint has been handled with the customer after she made the complaint. We are scheduled to return to the residence and replace the valve in question.

  Customer Answer

  Date: 10/20/2022

  They're coming this Saturday and do the work 
  

  
  

• Initial Complaint

  Date:10/08/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After a very heavy rain my basement flooded I called Roto Rooter. It was discovered that the sewer line in my yard collapsed. A
  10’ section of pipe was replaced. The Mitigation team cleaned/sanitized my basement. “**** wanted to leave the fans running one more day. I told him I needed to use my basement and asked him to remove the equipment that day. I asked him “How much is this going to cost?” He told me $6700. A few weeks later I received a bill for $9614.54 for the clean up. I called Roto Rooter to ask about the bill. No excuse was given. My insurance company felt the bill was too high. Roto Rooter and my insurance company agreed to arbitration. Sedgwick felt the job should be worth $7426.71. Hippo ( my insurance company) paid $6426.71. I paid my $1000. deductible. I am now being billed an additional $2187.83.

  Business Response

  Date: 10/10/2022

  We are currently working with Mrs. *** on her questions regarding her invoice. We have communicated with client on 10/10 about some of the questions she has about her billing and coverage. We are trying to receive her comparative from her insurance carrier to rectify any disputes that they may have with our clients claim. I set a follow up with Mrs. *** on Friday Oct 16th via email with any additional information. 

  Roto-Rooter Service Company  

   

   

  Customer Answer

  Date: 10/14/2022

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

   

• Initial Complaint

  Date:10/03/2022

  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 9/10/22, we hired Roto Rooter ********** to install a continuous resin liner in our main drain due to a clog. The original scope of work required excavation of the side yard to access the drain. On Friday, 9/16/22, the excavators showed up, dug deep groves in our side yard and our neighbors yard, only to determine there was not enough room to excavate and would need to go to plan "b" which was to access the drain from inside. This was supposed to be a 4-5 hour job. On Friday evening, the technicians advised that they got the head stuck and unable to pull it back out. They would be back on Saturday, to retrieve the head and we could not use bathroom or sinks. On Saturday, the dug up two pieces of the sidewalk, cracked a third piece and dug a big hole in our front yard. The dirt from the hole was loaded into a truck and hauled away. Saturday afternoon, they advised the head was still stuck and they didn't have the parts to complete the job and would return on Monday. My husband called Brandon H****** who advised he would speak with the techs and return the call. The call was never returned. Later that same evening, I called and left Brandon a message and also called the ********** office, was promised a call back. Those calls never came. On Monday, the technicians returned and finally were able to retrieve the head. Brandon called on Wednesday and needed us to sign off on the invoice as it had to billed that day. The revised invoice was significantly higher than the original invoice, we offered for a cash settlement of $14,000. due to the issues. He advised it had to be paid today or they would place a lien on the property. They would not replace the sidewalk, since they are plumbers and not concrete people. We have since hired a contractor to replace the sidewalk and purchased dirt to fill in the hole. We understand the need to destroy the sidewalk and dig the hole to retrieve the head, but we do not feel we should have the pay for those repairs

  Business Response

  Date: 10/04/2022

  Our proposal was for a cleanout, descale and a 70ft
  liner.  When the excavation crew arrived
  on site, it was determined that there was not sufficient room to safely dig
  with the excavation machine, and the scope of work changed to a resin liner approximately
  100’ long, and a descaling under the house.  Please see the attached paperwork, which includes the original signed
  proposal, the signed change of scope and price, and then the final agreed upon
  invoice.  The scope of work, and all
  pricing including changes was agreed to prior to work commencing.
  
  We had a problem shooting the 100’ liner and could not
  retrieve our Cal Tube from the line.  While very infrequent, it can happen due to unforeseen
  circumstances such as: groundwater infiltration, an extremely rough or broken
  pipe piece that can snag, etc.  We had to
  use an excavator to dig down and make an additional repair (which we did not
  charge them for) to correct that issue.  The Cranks were without use of their facilities during the time we
  excavated to the compromised area.  Once
  the repair was made, we backfilled the excavated area and offered a discount
  for overnight accommodations and replacement of concrete in the sum of
  $2406.79.
  
  **** ***** wanted Roto-Rooter to wait until they got a
  $14,000.00 check before paying.  Our
  proposal clearly states total payment is due upon completion of the work.
  She owed $14,500.00 that was financed through synchrony This
  was the total agreed upon price, less the agreed upon discount. 
  
  I explained to her that the discount given was more than
  sufficient to cover the concrete square and the inconvenience.   After several apologies and back and forth
  negotiations over the discount **** ***** was satisfied and signed the final
  invoice. 
  We consider this matter closed. 

  Customer Answer

  Date: 10/05/2022

  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,
  
  
  
  **** *****

   

  I contacted Pat S****** via email on 9/22/22 with the same complaints.  I have not heard anything back from that person either.  We offered Brandon as cash offer of $14,000.00 but would needed a week to get the money transfered.  Roto Rooter rejected our offer stating it had to be paid on that day with a threat of a lien on the property.  Had we been offered or advised that we could pay on day of completion, at the start of the job and given the events that occurred, we could have transferred the funds and paid in full at that time.  The paper invoice we received states Net 10.  

  We got bids from multiple contactors, ranging from $1500.00 to $3600.00 to replace 4 squares of sidewalk.  The sidewalk bas backfilled but the hole remained. We were never offered a hotel reimbursement until after the fact.  We would have gladly taken the hotel, given the situation, had any offers been made prior to completion of the job. 

  As far as being satisfied and signing off the invoice.  No, there was never any satisfaction with Roto Rooter.  It was signed off on under duress and due to lien being placed on the property.  

  Dealing with Roto Rooter has been one of the worst experiences I have ever encountered.  It has been a complete and utter nightmare from Day 1.   

• Initial Complaint

  Date:10/03/2022

  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 had a leakage in my hallway bathroom. I called Roto Rooter to come. The serviceman came fixed the leakage. I paid him 315 for his service. He explained to me the possibility of mold and mildew in my walls, because i have a special needs individual that have respiratory issues i asked them to check it out. Of course the meter they used stated there was 100% of mold and mildew. That Friday came into my house and torn out my walls in my hallway and bathroom. I didn’t smell anything at all, On Monday morning i called a second opinion as well as my insurance adjuster. They found no mold nor mildew any where. I called Roto Rooter and demanded them to come and get all of their equipments off of my property. A few weeks later i get a 9,000 bill from them. I did file a consumer complaints with the state of **. I am also seeking legal advice. Please don’t use that company

  Business Response

  Date: 10/25/2022

  rrsc se claims have been in communication with the customer and their insurance company.  the statements in the complaint are not accurate as the meters used show moisture not mold, rrsc has photo documentation of the damage.  

• Initial Complaint

  Date:09/29/2022

  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.

  Account Number : *********** Dates : 5-13-2022
  They were called to unplug our drain, it was stopped up until the sewer outside.
  The dispute is after I already paid them 6,000. The initial price, they tacked on 9,000$ additional money that wasn't discussed at all. They did not even do 6,000$ worth of work and now they're trying to rob my insurance. I contacted them, and my insurance and my insurance company even said that they are trying to rob me, that 6,000$ was more than enough money.
  They also left pieces of their own equipment in my drain that caused another backup into my basement, that they then tried to charge me for additional money to correct their own mistake. I was unable to use the bathroom or take a shower in my own home until they came out and fixed their own mistake, then they tried to charge me an additional 9,000$ for.

  Business Response

  Date: 09/30/2022

  Dear **** ******

   

     I Do understand that you are upset and you believe that the invoice is unacceptable, but this is the work that was provided to you as our client. Yes you were billed the $5650.00 for the Excavation ticket #******** With a 1 yr guarantee on the descale and a 5yr camera guarantee. Then you Have your Mitigation invoice ticket #******** which you signed on 04/29/2022 for a scope of work with an estimate of 4-9k, Then on 05/10/2022 you signed a revision of the Change Of Scope for a total of $9500 dollars with Technician that completed your work. Since 06/10 we have reached out to you multiple times with the invoice for the water mitigation bill that you are refusing to pay due to you thinking that we are as you stated robbing you. Again I know that this was a stressful time and I apologize for any inconvenience you might have had due to your loss, but that dose not excuse you from your bill and the work that was done. I have personal reached out to you multiple times and it goes directly to VM which I left you a Message on the 9th, but you refuse to communicate. I have all of the information from your Mitigation packet that was sent to your insurance company that I will be more than happy to share with you if you do not have it. In the packet you will have all of the picture of the complete job that was done this includes before and after. This mitigation packet will also include the documentation for the job with the sign offs completed by Field supervisor with the original scope of work as well as the revised. Please feel free to reach out to me and we can discuss further if you wish. Have a blessed day.

  Charles 

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