Business Profile

Plumber

Roto-Rooter

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Pattern of Complaints

Complaints

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

Customer Complaints Summary

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

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Submit a Complaint

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:09/26/2022
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.
Had rotor rooter come out 3 times for the same backed up drain. The problem only worsened and now the same issue water from the shower is coming up under the toilet and floods the bathroom. You flush the toilet and water can be heard bubbling in the sink. Now they want 500 to do the work we’ve already paid over 1,000. In the last two months.
I have a sick mom here who we can’t even clean.
Business Response
Date: 09/27/2022
We do not show payments as the customer suggests. We do show 2 transactions but there was no charge for the second transaction. The 1st transaction was for $375. We will return to provide service
Initial Complaint
Date:09/26/2022
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.
Roto-rooter, came to my home on 9/17 because I had water leaking into my basement through the walls. I was promised that someone would be out the next day to fix the water line break. No one called or showed up for that fix, however they did come to put a dehumidfer in my basment on 9/18. At this time I decided i no longer wanted to go with the company and new I had 3 days to cancel the contract. So I called them and said I no longer what them to do the work. Well they told me that I could not get out of the contract and are trying to bill me 1200.00 for work not done. I would like a refund
Business Response
Date: 09/26/2022
Rob is touching base with customer to inform them that we are going to take care of the charges.
Initial Complaint
Date:09/25/2022
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 sewer service done on 3/11/22. They were suppose to send a camera man never dare name Brandon c****** never showed up. I called the business several time in April spoke to manager on 3 separate occasions and said he would send a tech. He said that mr c****** is no longer with the company. Mentioned he was the only one working but he assure me he will send someone. I told the top came lose and I ask him about cost he said he will take care of the situation, I call on Labor Day spoke to a lady did 2 tickets until this no call back ticket for camera and a plumber. I called on the 9/22/22 spoke to Chris explain The situation and said he escalated to his supervisor and assure me the supervisor will call within 30mnI heard from no one until this day. This is the worst customer service ever, they really don’t care about their customers
Business Response
Date: 09/26/2022
Called customer and explained that we had not received a new service request for reasons unknown. Apologized for the inconvenience to her and immediately scheduled a field supervisor to go to the property the same day to assess the situation and offer any solutions needed.
Initial Complaint
Date:09/23/2022
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.
Roto Rooter came to my home on Sept. 16 (for the 4th time) to fix a sewage backup into the shower and to find out why this keeps happening. The plumber (Eddie) did not fix the sewage backup, but he removed the toilet in the basement restroom to use a camera to investigate the problem. He said that there were tree roots in the sewer line. He replaced the toilet and gave a cost to repair the problem (between $6,000 to $7,000). My brother in law, my sister and I (we're all co-owners of the property) said that we would get back to them.
The following Sunday, I noticed that the toilet was not sitting/leveled on the floor. The toilet was wobbling and there was a leak. I called Roto Rooter right away and requested that they fix it. I stressed that I did not have to pay since it was their mishap.
On Monday, September 19th, a plumber came in to access the problem and stated that he would put "shims" between the base of the toilet and the floor, then tighten the water line to stop the leak. He also tried to quote me for the job. I told him no; I wanted the toilet to sit flat on the floor. Putting shims on it is like adding a band aid to the problem. It was never wobbling or sitting 1/4 inch off the floor before Roto Rooter came. I wanted it put back the way it was originally and I stressed that I was not going to pay. This was understood when I scheduled for the plumber to come. He kept insisting that he could only put 'shims' and called the office. I too called the office to request a manager. I spoke to Christine and gave her the run down. The plumber for some reason leaves. Christine tells me that she spoke with the plumber and accused me of "threatening him". She also stressed that Roto Rooter will no longer conduct business with me because she does not want her guys in harms way. This was icing on the cake. I became irate. I mean seriously 5 times, plus destroying my toilet, plus the charges, and plus lying and I like to add refusing to fix their mistake.
Business Response
Date: 09/23/2022
******** *** * *********

Roto-Rooter understands this customer is frustrated;
however, we value our employees and their safety and will not conduct business with
this customer now, nor in the future, due to their abusive behavior towards our
employees.

On 9/19 Roto-Rooter plumber was onsite to perform repairs.
While Roto-Rooter was not responsible for the condition, we still offered to perform
repairs at no additional cost as an act of customer service. When it was
advised the flooring is not level so shims would need to be used the customer became
irate. The plumber contacted the Director of Operations for Roto-Rooter to
discuss next steps. During that call, the Director of Operations heard, himself,
the threats made by these customers and directed the plumber to leave
immediately. As stated, we value our employees and their safety above that of
conducting business. Due to technicians typically being alone at someone’s
residence, we take threats of any nature very seriously. Roto-Rooter will not
permit any technician to be onsite once threats have been made nor will we
permit any technician to return after threats are made.

In this instance, it is not a matter of the technician merely stating
these events occurred, but, rather, the statements were heard directly by
management in real time. Further, when these customers called in to the office
to discuss the technician leaving, they insulted, screamed profanities, eluded
to disgusting sexual acts, and threatened that employee and future technicians.

While Roto-Rooter always strives to provide excellent
customer service and is always willing to work with customers towards a resolution,
in this instance, due to the abusive behavior witnessed by management, we are
not willing to work towards a resolution and have elected to cease business
with this customer.

To confirm, this customer was threatening and abusive to
multiple Roto-Rooter employees. These threats and abuse were witnessed
firsthand by management. Roto-Rooter takes threats of any nature seriously and will
not contact this customer and will not return to their property at any time. For these reasons we consider this complaint closed.
Business Response
Date: 09/23/2022
******** BBB 1 *********

Roto-Rooter understands this customer is frustrated;
however, we value our employees and their safety and will not conduct business with
this customer now, nor in the future, due to their abusive behavior towards our
employees.

On 9/19 Roto-Rooter plumber was onsite to perform repairs.
While Roto-Rooter was not responsible for the condition, we still offered to perform
repairs at no additional cost as an act of customer service. When it was
advised the flooring is not level so shims would need to be used the customer became
irate. The plumber contacted the Director of Operations for Roto-Rooter to
discuss next steps. During that call, the Director of Operations heard, himself,
the threats made by these customers and directed the plumber to leave
immediately. As stated, we value our employees and their safety above that of
conducting business. Due to technicians typically being alone at someone’s
residence, we take threats of any nature very seriously. Roto-Rooter will not
permit any technician to be onsite once threats have been made nor will we
permit any technician to return after threats are made.

In this instance, it is not a matter of the technician merely stating
these events occurred, but, rather, the statements were heard directly by
management in real time. Further, when these customers called in to the office
to discuss the technician leaving, they insulted, screamed profanities, eluded
to disgusting sexual acts, and threatened that employee and future technicians.

While Roto-Rooter always strives to provide excellent
customer service and is always willing to work with customers towards a resolution,
in this instance, due to the abusive behavior witnessed by management, we are
not willing to work towards a resolution and have elected to cease business
with this customer.

To confirm, this customer was threatening and abusive to
multiple Roto-Rooter employees. These threats and abuse were witnessed
firsthand by management. Roto-Rooter takes threats of any nature seriously and will
not contact this customer and will not return to their property at any time. For these reasons we consider this complaint closed.
Customer Answer
Date: 09/25/2022
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.
First, Roto Rooter plumber was onsite prior to Sept. 19th to access and make repairs due to sewage backup in our basement bathroom on Sept 16th. (See attachments) Roto Rooter was called back to fix their mistake.
The plumber decided to just leave instead of waiting on the response from management. I couldn't understand why. Yes, I became irate with the manager, Christine, only and not the plumber. It was the icing on the cake so to speak. Roto Rooter has been coming to my plenty of times since August; only to return to fix the problem they created. Yes, I became irate.
However, I did not threaten anyone.
Regards,

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

Customer Answer
Date: 09/25/2022
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.
First, Roto Rooter plumber was onsite prior to Sept. 19th to access and make repairs due to sewage backup in our basement bathroom on Sept 16th. (See attachments) Roto Rooter was called back to fix their mistake.
The plumber decided to just leave instead of waiting on the response from management. I couldn't understand why. Yes, I became irate with the manager, *********, only and not the plumber. It was the icing on the cake so to speak. Roto Rooter has been coming to my plenty of times since August; only to return to fix the problem they created. Yes, I became irate.
However, I did not threaten anyone.
Regards,

****** **********
Initial Complaint
Date:09/23/2022
Type:Product 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 of transaction: 7/26/22

Amount of money paid to business: $668.18

What business committed to provide: Roto-Rooter promised me a Sewer Line Cleaning & a Video Recording of the blockage. The tech stated the video recording was $430 of the total.

Nature of dispute: After sewer line cleaning on 7/26/22, I only received the cleaning. I did not receive the video recording via email as promised by the Tech. I called and spoke to the office on 8/2/22, 8/9/22 and 8/16/22. Each time they said they'd "sent the request to the desk." On 8/16/22, Roto Rooter said they no longer have the video as it was deleted.

Whether or not the business tried to resolve the dispute: They did not attempt to resolve.

Account/order/tracking number: Service performed at **** ***** **., *** ******** **
Business Response
Date: 09/23/2022
The signed invoice is attached with specific pricing for each service. There is no camera inspection listed on the invoice for services rendered. The invoice was also signed for BEFORE services were provided noting specifically what was being provided. We offer a complimentary sewer line inspection as part of the service. That service was provided and a price for repair of the sewer line was also provided.

I will offer a $250 refund.
Customer Answer
Date: 09/23/2022
Better Business Bureau:

I have reviewed the response and offer of a partial refund of $250 made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.

Regards,

***** ****
Customer Answer
Date: 10/24/2022
Hi ****, I've received no contact from RotoRooter over the last month. Please advise.

-*****
Business Response
Date: 10/25/2022
The customer requested service to unstop 2 toilets. We provided that service. As part of that service, at Roto-Rooters discretion, we video inspect the sewer line. The customer was charged for his toilets to be unclogged and that services was provided. He incurred no charge for a video inspection of his sewer line and no one with Roto-Rooter made any promises to provide a video. We only provide a video to the customer if a problem with the sewer line is identified, a resolution is provided to the customer, and the customer has Roto-Rooter provide the services for repair.
As a settlement we are offering to refund $250
Customer Answer
Date: 11/07/2022
Consumer has notified BBB that a refund has not been received. Please provide BBB with the status of this refund.
Has it been issued?
If so, when?
By what means?
If not, when will it be issued?
Your response will be shared with the consumer.
Business Response
Date: 11/07/2022
We have posted the offered credit to the account
Business Response
Date: 11/10/2022
Refund has been processed
Customer Answer
Date: 11/14/2022
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.
*Still awaiting the refund payment.*

Regards,

***** ****

Business Response
Date: 11/17/2022
refund has been provided
Initial Complaint
Date:09/22/2022
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.
Rotorooter replaced a manifold water delivery system in my house August 1, 2022. It was not completely done due to a missing part. Plumber ordered the part and waited over a month for the part to arrive. Plumber called on Sept 5 to come to install the part but has not showed up. I called the plumber mgr. on Sept. 20 and 21 but nobody answered. I left messages on both calls to please return call but no one did. It’s Sept 22 but job not finished. The job is not properly done. Connectors are leaking, another reason I can not replace the wall until it’s done. I can no longer wait when they decide to come and do the job. It’s all paid for. Amount paid is an issue. It’s excessive.
Business Response
Date: 09/28/2022
We had to order parts to complete the job which caused a delay in completing the work along with a miscommunication between the technician and the customer. We finished the job on 9/26/22 after the parts were received. The customer was given a 12-month warranty for the work performed.
Initial Complaint
Date:09/21/2022
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.
We called Roto-Rooter in July 2021 to snake our drains as they were backing up. During the process, they told us the sewer in our front yard was cracked and needed to be replaced. They sounded like there was urgency to to get it replaced and said they would be out within a couple of days. They completed the replacement and when they were finished, backfilled the area and said to leave the pile of dirt for 9 to 10 months so it settles. Spring/summer of 2022 we noticed that when they backfilled they didn’t put enough dirt under the driveway and it was sinking on that side. Also, the clean out drain was placed right against the driveway and is sticking up several inches higher than the driveway. Called Roto-rooter and was told someone would be out within 2 weeks although they “don’t usually do that”. No one came. Sent a written complaint and someone came out and said they did nothing wrong, refusing to take any responsibility for the driveway sinking or the clean out being too close to the driveway. I pulled the permit for the work and see that Roto Rooter did not install the clean out per the drawing in the permit. In fast, it should be one foot away from the driveway. I want Roto Rooter to take responsibility, move the clean out (as it’s bound to get run over and /or get hit by the snow blower because it’s too close to the driveway) and want them to repair the portion of the driveway that is ruined due to improper backfilling. Roto Rooter did not complete the job properly and we paid over $9,000 for the work.

Thanks ******** ****
Business Response
Date: 09/21/2022
The local branch conducted a complete review of all issues in July 2022 and then, after a return visit to site, responded to each of customer's concerns. Nothing has changed since then, and the branch response and stated position has not changed.
Business Response
Date: 10/06/2022
a rough draft sketch must be provided to submit for a permit. it is not mandatory to place the cleanout 1' from the driveway. Our job was done to satisfactory and any more work would be at the customers expense.
Customer Answer
Date: 10/08/2022
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,

******** ****
Initial Complaint
Date:09/21/2022
Type:Sales and Advertising 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 July 29th, Roto-Rooter Services Company was called to my residence to resolve a clogged sewer pipe. Mr. ****** used a camera to inspect the sewer and claimed that the pipe under my living room floor had collapsed and required excavation to repair. After excavation, the pipe was neither compromised nor collapsed resulting in unnecessary damage to our home and considerable unnecessary expense.

The documentation demonstrates that Mr. ******** misdiagnosis of a collapsed pipe (supported by audio, video, photos, and the initial written work order) was negligent and directly led to the damage by Roto-Rooter to the concrete slab and hardwood floor in our home. The documentation further demonstrates that during the excavation the pipe was found to be structurally intact and not collapsed as claimed. After breaking into the concrete slab and hardwood floor, the correct cause of the backup was determined to be wipes.

A reasonably correct diagnosis of a clogged pipe would have resulted in the pipe being cleared using standard rodding procedures through a detached toilet, stack, floor drain, or vent. All of which were present and have been used to clear such clogs in similarly constructed houses in my neighborhood.

We seek compensation for the $9,000 charged by Roto-Rooter Plumbing and Drain Service for the unnecessary service and resulting damage to the concrete slab, the $575 for the camera charge, and the cost to repair our hardwood floor to a reasonably comparable condition prior to the unnecessary excavation by Roto-Rooter. I also request to file a claim against Roto-Rooter's insurance for this negligent action. Thank you.
Business Response
Date: 09/21/2022
Roto-Rooter has already addressed this concern with the customer
directly and unfortunately our position will not change. Email chain attached
for reference.

Please refer to attached contracts highlighted for your
convenience. Roto-Rooter explicitly advised, prior to performing excavation
services, we were unable to inspect the line by camera because of obstructions,
sewage, or water in the line. We further advised, if we cannot video or inspect
the complete sewer line we will give you a price to repair the section we
believe is causing the restriction. Customer agreed to proceed with excavation
services with the knowledge we were unable to view the line and were providing
a recommendation that we believe is causing the issue.

Roto-Rooter services were originally requested due to water
going all over the house from the laundry line and toilet overflowing;
therefore, there is reasonable evidence to reflect a compromise causing
drainage concerns. In this instance, we were unable to inspect the line by
camera, advised the customer, and recommended a repair to the section we
believed was causing the restriction. Please note customer initials for each
line item. It is a reasonable assumption the line would be collapsed/broken if
the footage reflects blackout and restricted, or no, sanitary flow. This is not
an example of negligence as the customer is attempting to claim. This issue,
combined with the blackout video, would lead to a reasonable recommendation to
repair the section of pipe believed to be restricting flow and viewing
capabilities. As Roto-Rooter advised that we are recommending repair on the
section we believe to be the cause, due to no viewing capabilities, there is no
negligent act performed by Root-Rooter.

Per the contract for service, section 2, “Exceptions to Our
Responsibilities”, we are not responsible for (a)… property damage… or loss to
you or other arising out of our work, except to the extent caused by our
negligence or failure to perform the work in accordance with the contract
between us; (d) unless explicitly stated in writing, any damage necessary to
complete our work, including damage to landscaping, walls, painting, tile, or
concrete or similar items. As it is evidenced no act of negligence occurred and
all services were performed as contracted, Roto-Rooter is not responsible for
any damage repairs or costs for such repairs.

To confirm, Roto-Rooter was unable to view the condition of
the line, advised we were unable to view the line, and recommended repairs of
the section of line we believed to be the cause of the existing drainage issue.
This recommendation, based on no viewing ability and existing issue, is not an
act of negligence. Roto-Rooter performed recommended services as contracted.
For these reasons, the claim will remain denied and Roto-Rooter considers this
claim closed.

Additionally, Roto-Rooter insurance information is not
provided by request. It was advised if the customer is attempting to file
claim, they would need to do so with their insurance company. If their
insurance company suspects fault by Roto-Rooter they will attempt to subrogate.

Customer Answer
Date: 09/21/2022
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.
Roto-Rooter inspected the pipe via camera and the supervisor claimed multiple times that the pipe was collapsed. This is documented in the audio and video provided by Roto-Rooter from the inspection camera in which the supervisor is clearly heard on multiple occasions stating that "the pipe is collapsed and there is dirt in the collapsed pipe." Roto Rooter's subsequent denial that they claimed the pipe was collapsed is false and their actions and damage to my home negligent. Roto-Rooter must accept responsibility for their gross negligence, negotiate a reasonable settlement in good faith, or a demand letter and small claims suit is inevitable.

Regards,

*********** ********
Initial Complaint
Date:09/16/2022
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.
Friday Sept 2 Chad came to fix a laundry drain line clog. He poured an enzyme solution down the drain pipe. He instructed me to run the washer in 24 hours. I did. The basement flooded. Then I checked the washer connections and Chad had not put the washer hose back into the pipe. There is absolutely no way the hose would have become dislodged by water pressure because the problem existed for months and I repeatedly checked the connections which were fine. Roto-rooter claims no responsibility for the flooding or damages nor any for the technician’s negligence. I am requesting $5,000 in damages for our ruined furniture due to the flood caused by the disconnected hose, and an apology for negligence.
Business Response
Date: 09/19/2022
We were called to service customer ******** ******** On 8-31-22 due to a laundry line clog and back up. Tech told customer and provided her with a cable line estimate (Please see attached invoice). Customer declined service but did purchase a our drain cleaner product hoping that would help clear line a little but. It was advised by our tech that this was not the solution and she needed a snake service Which she declined. We told her to monitor the line as again this would not solve the issue. Customer ran washer and the back up was still occurring. This can easily push out the flex line out of the pipe. Negligence of customer to get this issue fixed may have caused the damages She claims. in Addition it was mention one of the phone calls that customer had an other plumber from a different company out at some point and didn't resolve her issue. Roto Rooter is at no fault due to decline of service.
Customer Answer
Date: 09/19/2022
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.
The technician disconnected the washer hose from the laundry pipe. The technician poured the enzyme solution into the laundry pipe. The technician did not place the laundry hose back into the laundry pipe. The technician told me to run the washing machine. Because the technician did not reconnect the hose into the laundry pipe, the basement flooded as a result of the laundry hose being disconnected from the pipe. The technician did NOT replace the laundry hose into the laundry pipe after he poured enzyme solution into the pipe.

I do not accept this response. It makes zero logical sense. This business is not taking responsibility for it's employees.

Regards,

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

Business Response
Date: 09/20/2022
Once again Roto Rooter is not responsible for customer's negligence for a job we didn't do. Since the line was clogged, whether the hose was in the pipe or not, the customer would have a back up at any time since customer decided to decline service of Snaking the line and clearing blockage.
Initial Complaint
Date:09/15/2022
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.
These guys were hired to unclog a tub. They did that but managed to knock the overflow valve through the wall because nobody secured it before inserting the snake. I now must pay to rip apart the tiled wall to get to the pipe that was damaged. I sent an email asking for a refund and was told no because we knew the risks and signed for it. The tech was asked if he needed to secure the pipe before he started and he said no. Had he done that, we wouldn't have the overflow pipe sitting behind the tiled wall we must now replace. My wife was offered $70 off because of the damage but the first repair estimate just came in at $1350. This cannot be how a company is allowed to operate. I called the pro's because I didn't want to do what ended up happening anyway.
Business Response
Date: 09/16/2022
Customer had signed and agreed to "hold harmless" agreement before tech performed any work. PVC pipe was not properly secured to the wall, tech informed homeowner who agreed to have tech continue with work. PVC pipe did break which tech informed customer. No refund will be issued or payment for any repair work needed to fix pipe

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Roto-Rooter is NOT a BBB Accredited Business.