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

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

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/17/2025
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.
Kemy a plumber from roto rooter came to take a look at a leak from the faucet. He told us we need a new cartridge and it would cost 600.00. We said no that's too high. He went to talk to his boss and they came down to 400. At the time our hot water heater was also about to be replaced. He said he ran into a problem. There was nothing to screw the cartridge into in the back. But he went out and came back in and said it's no problem I got it. Told us there will be no more leaking. Once the new hot water heaters installed the shower will work. The water heaters installed and the leak is worse than when he first came. The water is now not leaking but freely flowing through the faucet like there is nothing back there to stop it. I called and was told there is no warranty on the work done and that I shouldve been told there was no guarantee. I want my money refunded. We were blatantly taken advantage of.
Business Response
Date: 03/18/2025
We have reached out to the customer to apologize for the service and have offered a refund to the customer.
Initial Complaint
Date:03/17/2025
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 Roto-Rooter come out to fix a clogged drain which did fix the drain but a couple of days later I noticed they put two holes in my drain when they cleaned the line and had water on my basement floor which occurred a few years back and this same company replaced a major section of my sewer line and gave me a 5 year warranty.

Company came back onsite 2-3 days later, pointed out the damage to the pipe, and quoted me $2,800 to replace the drain pipe. I was concerned with damage under my floor and since I had a warranty, I wanted it checked before I start paying for work above the ground. After going back and forth with the tech they send a supervisor out who instead of suggesting moving my toilet or removing a PVC pipe from my utility drain to check the drain, they quoted me almost $9,000 to tear up my basement walls and concrete floor to just see if there was a problem.

After thinking over the quote I called the supervisor back and asked by the toilet and/or utility sink could not be used to access and they said it would be an additional charge to check that way.

I then asked for a refund of the $380 for the initial line cleaning as they left me in a worse state than when they arrived to my house and have tried calling the company multiple times with no response. I posted a negative review on ****** and their customer satisfaction individual replied telling me to email them. I did multiple times and still no response from this company.
Business Response
Date: 03/18/2025
We have agreed to the refund requested and have applied the $380.00 credit to customer's credit card.
Initial Complaint
Date:03/15/2025
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 November 20, 2024 I had a toilet overflow in my house. I could not unclog the toilet and, because it was after hours (About 9 PM) i called Roto Rooter to assist in unclogging my toilet. Prior to the plumber arriving, I mopped up all of the water on my floor. The plumber unclogged my toilet and the plumber called their water restoration team. A member of the Water Restoration Team came into my house with what appeared to be a handheld device that measured wetness. The Tech advised me to have all the floors removed because the water would cause molding and that it would be dangerous. I inquired about the cost and the technician stated "don't worry, we will work with your insurance." I asked, but what if the insurance doesn't approve of my claim. The technician stated "Don't you worry, the way we will document this case, they will approve it. We have a good history with the Insurance Companies and we will accept whatever your Insurance company will pay us. Your only worry would be the deductible. I was hesitant to have them perform the work, but the technician told me that I was going to have a smell in my house that I would not be able to stand if I didn't get them to tear up my floors. He kept saying that "you don't have to worry, your Insurance will cover this. The technician pulled up a signature line on his ****** and said that I had to sign it and my signature would allow them to perform the cleanup. He pulled up a couple of other signature lines and stated that my signature would allow them to bill my insurance. I signed and they removed about 65% of my downstairs flooring. They also brought in multiple air fans.

Later, the insurance denied my claim and a representative from Roto Rooters Home office called me and asked for payment. She said I owed $19,611.00. I told her that no way I owed them that I owed that amount of money. I had not signed a contract and I did not approve spending anything close to $19,611.00.
Business Response
Date: 03/16/2025
This customer had made a formal complaint to our company previously. The issue has been passed to our central claims dept. All correct contracts and paperwork have been signed and given to the customer. It is not our practice to make promises of unknown coverage by insurance companies and we would like to formally apologize for any misunderstanding regarding this matter.
Business Response
Date: 03/16/2025
This customer had made a formal complaint to our company previously. The issue has been passed to our central claims dept. All correct contracts and paperwork have been signed and given to the customer. It is not our practice to make promises of unknown coverage by insurance companies and we would like to formally apologize for any misunderstanding regarding this matter.
Customer Answer
Date: 03/16/2025
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
The business send me a contract they said I signed. I did not see any verbiage or any dollar or amount. They had me sign on a line on their representative’s ******. They said my signature was to allow them to perform the work and to work with my insurance company. I think their method of saying I signed a contract is fraudulent.

Regards,

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

Customer Answer
Date: 03/16/2025
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
The business send me a contract they said I signed. I did not see any verbiage or any dollar or amount. They had me sign on a line on their representative’s ******. They said my signature was to allow them to perform the work and to work with my insurance company. I think their method of saying I signed a contract is fraudulent.

Regards,

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

Business Response
Date: 03/18/2025
Customer has contracted an attorney and our legal representation has advised us to have all communication go through the attorneys. At this time our attorney has called and emailed on multiple occasions with no response to try and resolve the issue and provide evidence the customers complaint is full of misleading's and discrepancies. We are very sorry that the customer is upset but they will need to consult with their attorney from this point on as that is the route they chose to pursue.
Business Response
Date: 03/18/2025
Customer has contracted an attorney and our legal representation has advised us to have all communication go through the attorneys. At this time our attorney has called and emailed on multiple occasions with no response to try and resolve the issue and provide evidence the customers complaint is full of misleading's and discrepancies. We are very sorry that the customer is upset but they will need to consult with their attorney from this point on as that is the route they chose to pursue.
Customer Answer
Date: 03/20/2025
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.

No one from Roto-Rooter has reached out to me, so their statement is FALSE. Yes, I asked a Lawyer to write a letter on my behalf, however, my complaint remains that a representative falsely lead me to believe that my signature on his ****** was for me to allow them to perform some work and to work with my insurance company. They took those signatures and applied them to a contract I never saw. To me this is downright fraud and, in my case elder abuse.

I'll ask the BBB, is it an acceptable business practice to apply signatures on a ****** to a contract without showing the contract to individual??

Regards,

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

Customer Answer
Date: 03/20/2025
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.

No one from Roto-Rooter has reached out to me, so their statement is FALSE. Yes, I asked a Lawyer to write a letter on my behalf, however, my complaint remains that a representative falsely lead me to believe that my signature on his ****** was for me to allow them to perform some work and to work with my insurance company. They took those signatures and applied them to a contract I never saw. To me this is downright fraud and, in my case elder abuse.

I'll ask the BBB, is it an acceptable business practice to apply signatures on a ****** to a contract without showing the contract to individual??

Regards,

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

Business Response
Date: 03/25/2025
The customer has chosen to seek legal action and obtained a Lawyer so we had to do the same. We have been advised by our legal counsel to only communicate with him and her will communicate with the customers lawyer. All documents requested have been submitted to our lawyer and forwarded to the customers lawyer so they will need to obtain them from their lawyer. I wish we were able to help but the customer chose the legal route.
Business Response
Date: 03/25/2025
The customer has chosen to seek legal action and obtained a Lawyer so we had to do the same. We have been advised by our legal counsel to only communicate with him and her will communicate with the customers lawyer. All documents requested have been submitted to our lawyer and forwarded to the customers lawyer so they will need to obtain them from their lawyer. I wish we were able to help but the customer chose the legal route.
Customer Answer
Date: 04/05/2025
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 asked a lawyer to write a letter to Roto Rooter, which we did not get a response, therefore I do not have a lawyer handling this case.

Regards,

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

Customer Answer
Date: 04/05/2025
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 asked a lawyer to write a letter to Roto Rooter, which we did not get a response, therefore I do not have a lawyer handling this case.

Regards,

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

Business Response
Date: 04/07/2025
We do apologize for the frustration this customer is having, it should be known that our paperwork is very simplified and easy to understand. There are aprox 15 different places the customer signed or initialed regarding services. The main contract gave an estimate in writing that the customer signed with a $20,000 minimum estimate prior to work start. All of our signed paperwork, a minimized selection of photos of the job, equipment, and moisture readings across multiple days, and any other pertinent info related to this and every job are accessible via public link to a cloud based server. It is not our practice for an estimator to make any claim to what an insurance company would pay for in fact there are many instances when it is well known that a customer may not have specific coverage and the customer would be advised as such. Roto rooter services follows a nationally recognized guideline set forth by the IICRC certifications that explain what should and should not be done to complete a remediation. The pricing is entered into a nationally recognized calculation program to retrieve the costs of the services once work has completed. No matter what accredited company completed the work the pricing would be the same and the outcome would be the same. Our central claims dept is handling the collection of this invoice, the local branch would not have further information for the customer at this time. The customer was indeed provided with all the paperwork, invoices, work orders, certificate of satisfaction, etc. It should be noted that a large amount of work and equipment was done/used at this jobsite and there was no issue until the insurance (for whatever reason) denied the customers submitted claim. Im sure that our central claims office is more than happy to discuss the work preformed with the customer however it is our understanding that the customer does not want to pay for any services rendered, which is considered theft of services in **.
Business Response
Date: 04/07/2025
We do apologize for the frustration this customer is having, it should be known that our paperwork is very simplified and easy to understand. There are aprox 15 different places the customer signed or initialed regarding services. The main contract gave an estimate in writing that the customer signed with a $20,000 minimum estimate prior to work start. All of our signed paperwork, a minimized selection of photos of the job, equipment, and moisture readings across multiple days, and any other pertinent info related to this and every job are accessible via public link to a cloud based server. It is not our practice for an estimator to make any claim to what an insurance company would pay for in fact there are many instances when it is well known that a customer may not have specific coverage and the customer would be advised as such. Roto rooter services follows a nationally recognized guideline set forth by the IICRC certifications that explain what should and should not be done to complete a remediation. The pricing is entered into a nationally recognized calculation program to retrieve the costs of the services once work has completed. No matter what accredited company completed the work the pricing would be the same and the outcome would be the same. Our central claims dept is handling the collection of this invoice, the local branch would not have further information for the customer at this time. The customer was indeed provided with all the paperwork, invoices, work orders, certificate of satisfaction, etc. It should be noted that a large amount of work and equipment was done/used at this jobsite and there was no issue until the insurance (for whatever reason) denied the customers submitted claim. Im sure that our central claims office is more than happy to discuss the work preformed with the customer however it is our understanding that the customer does not want to pay for any services rendered, which is considered theft of services in **.
Customer Answer
Date: 04/10/2025
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.

Thank you BBB for helping me voice my complaint. It appears that Roto-Rooter totally has ignored my complaint.
Number 1: Your representative informed me several times not to worry about the price of the services because Roto-Rooter works with the Insurance Company and will accept the whatever the Insurance Company is willing to pay for the service. I voiced my concern several times, even asking for the cost, but I was never given the cost. Yes, Root-Rooters paperwork shows my signature several places on a contract, however, I never saw a contract and I never saw a cost. Your representative showed me several lines to sign on his ****** but none of the verbiage you claim I saw was on anything I signed. Again, one of my biggest complaints against your company is how you take a signature on a line on an ****** ans transfer that to a document that your customer has not viewed or received. As I previously stated, had your representative shown me a contract that your services would have cost approximately $20,000, I would have shown him to the door and would have gotten several estimates.

Number 2: When I questioned all of the equipment your service employees brought in, your representative informed me that you have to do this in order to get the insurance company to pay. I only went along with it because of what your representative said. Had I known the insurance company was not going to cover this service, I would not have allowed you to perform any of the services you did. Again, I was not going to allow your company to perform the work because all of the unknowns, however your representative assured me that Roto-Rooter would document the service in such away that the insurance would cover the cost.

Number 3: Roto-Rooter continuously brings up all of the paperwork and the pictures of the things they performed. All of the surface water that was on the floors had been cleaned up by my daughter and I before Roto-Rooter was even called. Roto-Rooter's representative showed me a device that showed moisture under the floor in the dining area and that was why I needed their services. Again, I did not call Roto-Rooter's Remediation team, their plumber called them.I had only called Roto-Rooter to unclog a plugged toilet.

Number 4: Roto-Rooter is claiming that I am trying to get service for free which is illegal in the state of ***** ********. That is not true. I tried talking with the collections department and she kept informing me that I signed a contract and I needed to pay the bill. This is the big issue. I DID Not sign any contract and I did not agree to a $20,000.00 bill. Roto-Rooter cannot produce a contract with an original signature on it. Did Roto-Rooter provide a service? Yes they did. I am willing to pay a reasonable fee for the services that they provided, but not the $20,000.00 they are claiming that I owe.

Number 5: Roto-Rooter's representative tore up about 55% of my wood floors and most of the baseboards. They did not remove all of the floors. I hired a reputable contractor to come in and remove all of the remaining wood flooring, prep the area for new floors, put down better wood floors that I previously had, added 5 inch baseboards (the original ones were 3 inches) and painted the entire downstairs for around $10,000.00.

In conclusion, I am very upset over the practices of Roto-Rooter and the fact that they put a lien on my home without even negotiating with me. I plan to work with the ***** ******** legislature to try and get legislation to prevent these types of practices, so that other individuals, especially us older citizens, of having this happen to them.

Regards,

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

Customer Answer
Date: 04/10/2025
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.

Thank you BBB for helping me voice my complaint. It appears that Roto-Rooter totally has ignored my complaint.
Number 1: Your representative informed me several times not to worry about the price of the services because Roto-Rooter works with the Insurance Company and will accept the whatever the Insurance Company is willing to pay for the service. I voiced my concern several times, even asking for the cost, but I was never given the cost. Yes, Root-Rooters paperwork shows my signature several places on a contract, however, I never saw a contract and I never saw a cost. Your representative showed me several lines to sign on his ****** but none of the verbiage you claim I saw was on anything I signed. Again, one of my biggest complaints against your company is how you take a signature on a line on an ****** ans transfer that to a document that your customer has not viewed or received. As I previously stated, had your representative shown me a contract that your services would have cost approximately $20,000, I would have shown him to the door and would have gotten several estimates.

Number 2: When I questioned all of the equipment your service employees brought in, your representative informed me that you have to do this in order to get the insurance company to pay. I only went along with it because of what your representative said. Had I known the insurance company was not going to cover this service, I would not have allowed you to perform any of the services you did. Again, I was not going to allow your company to perform the work because all of the unknowns, however your representative assured me that Roto-Rooter would document the service in such away that the insurance would cover the cost.

Number 3: Roto-Rooter continuously brings up all of the paperwork and the pictures of the things they performed. All of the surface water that was on the floors had been cleaned up by my daughter and I before Roto-Rooter was even called. Roto-Rooter's representative showed me a device that showed moisture under the floor in the dining area and that was why I needed their services. Again, I did not call Roto-Rooter's Remediation team, their plumber called them.I had only called Roto-Rooter to unclog a plugged toilet.

Number 4: Roto-Rooter is claiming that I am trying to get service for free which is illegal in the state of ***** ********. That is not true. I tried talking with the collections department and she kept informing me that I signed a contract and I needed to pay the bill. This is the big issue. I DID Not sign any contract and I did not agree to a $20,000.00 bill. Roto-Rooter cannot produce a contract with an original signature on it. Did Roto-Rooter provide a service? Yes they did. I am willing to pay a reasonable fee for the services that they provided, but not the $20,000.00 they are claiming that I owe.

Number 5: Roto-Rooter's representative tore up about 55% of my wood floors and most of the baseboards. They did not remove all of the floors. I hired a reputable contractor to come in and remove all of the remaining wood flooring, prep the area for new floors, put down better wood floors that I previously had, added 5 inch baseboards (the original ones were 3 inches) and painted the entire downstairs for around $10,000.00.

In conclusion, I am very upset over the practices of Roto-Rooter and the fact that they put a lien on my home without even negotiating with me. I plan to work with the ***** ******** legislature to try and get legislation to prevent these types of practices, so that other individuals, especially us older citizens, of having this happen to them.

Regards,

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

Business Response
Date: 04/16/2025
Roto Rooter legal has come to an agreement with customer.
Business Response
Date: 04/16/2025
Roto Rooter legal has come to an agreement with customer.
Customer Answer
Date: 04/23/2025
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.

I have agreed to a settled amount to pay Roto Rooter, however I still feel that Roto Rooter should show their clients a contract that shows the cost and not rely on a signature line on a an ****** that populated a contract that the client has not seen.

Regards,

******* *****
Customer Answer
Date: 04/23/2025
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.

I have agreed to a settled amount to pay Roto Rooter, however I still feel that Roto Rooter should show their clients a contract that shows the cost and not rely on a signature line on a an ****** that populated a contract that the client has not seen.

Regards,

******* *****
Initial Complaint
Date:03/13/2025
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.
1. Date: 3/7/2025 - 3/8/2025

2. Amount: $8,0000

3. Business Committed to Provide:
a. Line (main sewer) fully charged with a hard stoppage at 22 feet
b. Remove tile floor, cut, break and remove concrete
c. Replace existing service with schedule 40 PVC
d. Low pressure hydrojet after completion
e. Backfill and relay new concrete
f. Recamera for discovery

4. Nature of dispute:
-Roto Router was contracted using the estimator (Ryan P********) who incorrectly assessed the floor as concrete not a wood sub-floor.

-Ryan said upon completion of the job, the only thing we'd have to do is replace the tile.
-Contractors (licensed plumbers) showed up on 3/8/2025 prepared to work on a concrete-based floor, not a wood sub-floor. They said it required a licensed carpenter to complete the finishing work.

-Contractors said they wouldn't be able to properly close the hole in the floor and we'd have to hire someone else to cover the hole. They said that if something happened, it wouldn't be covered because they are licensed plumbers, not licensed carpenters.

-Their solution was use 1/2 inch particle board over the hole, which actually required 3/4 plywood - not particle board - and put duct tape around the edge to prevent tripping.

-We said that was unacceptable and called Ryan, the estimator.

-We explained the above and Ryan said he would contact his manager for guidance.

-We didn't hear back, so I asked the plumbing crew if they had heard anything, and they said they heard that they needed to put the temporary patch down and have us hire a licensed carpenter to complete the job at our expense.

5. We repeated the solution was unacceptable & called Ryan again. He said he couldn't reach his manager & said there was nothing more he could do. He gave us his manager's phone & suggested we contact him, but despite multiple calls, we haven't heard back, & now we have a hazardous unfinished patch covering the hole that plumbers said not to walk on.

6. Contract available
Business Response
Date: 03/14/2025
Spoke to customer sending contractor to repair joist and sub floor, customer is aware is responsible for the remaining floor needed after. Customer is ok at this time.
Initial Complaint
Date:03/08/2025
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.
THIS OCCURED ON 02/13/2025. IN TRYING TO UNCLOG MY KITCHEN SINK, I DAMAGED IT. I CALLED A NUMBER THAT WAS SUPPOSED TO PROVIDE ME A PLUMBER FROM UNION CITY. INSTEAD, I WAS ROUTED OVER TO ROTO ROOTER. I HAD DONE BUSINESS WITH THEM YEARS AGO AND I WAS NOT HAPPY... BUT I FIGURED, LETS GIVE THEM ANOTHER SHOT. THIS GUY NAMED F******** WAS SENT. I SHOWED HIM THE DAMAGED SINK AND TOLD HIM I HAD DAMAGED IT USING A PLUNGER TO UNCLOG IT. THIS LED TO WATER SPILLING TO THE BOTTOM CABINET AND THE FLOOR AS THE DAMAGED PIECE LAYED HANGING. I SHOWED HIM THE DAMAGE AND ASKED HIM HOW MUCH WOULD IT COST TO FIX MY SINK ? HE TOLD ME THAT HE HAD BAD NEWS FOR ME... THEIR PRICES HAD GONE UP. IT WOULD BE $650 BUT THEY HAD A $100 OFF COUPON. INITIALLY I AGREED UNTIL HE TOLD ME IT WOULD BE $598 WITH TAXES. I TOLD HIM I WOULD PAY $550 BUT NO MORE. WE ARGUED A BIT AND HE FINALLY AGREED. HE TOLD ME HE WOULD START SNAKING THE PIPES. I TOLD HIM TO HOLD ON. I ASKED HIM DID HE HAVE THE PIECE TO FIX THE SINK. HE TOLD ME HE DID. I TOLD HIM TO GET IT. HE WENT TO THE TRUCK AND RETURNED. HE STARTED TO SNAKE THE PIPE AND STOPPED. HE SAID IT WOULD BE EXTRA TO REPLACE THE PIECE. I TOLD HIM WE HAD AN AGREEMENT TO FIX MY SINK FOR $550. HE TOLD ME YOU ONLY ASKED THAT I SNAKE IT. I SAID, THAT IS NOT WHAT I SAID. OUR AGREEMENT WAS TO FIX THE SINK. HE TOLD ME THAT HE THOUGHT HE COULD FIX IT WITHOUT ANY EXTRA CHARGE. HE SNAKED IT AND, I THOUGHT REPLACED THE DAMAGED PIECE.HE DID NOT. HE LEFT, WITHOUT PROVIDING ME A RECEIPT. AND ABOUT 10 DAYS LATER I HAD WATER GOING INTO MY CABINET FROM THE SINK.I COMPLAINED ABOUT THE SHODDY TREATMENT, BEFORE I HAD THE WATER FALLING INTO MY CABINET, AND SOME HIGHER UP NAMED B**** CALLED ME AND TOLD ME IF I HAD ANY FURTHER PROBLEMS TO CALL HIM AT ###-###-####. OF COURSE HE DID NOT PROVIDE AN EXTENSION. A RECEIPT WAS SENT VIA EMAIL SAYING THAT I REFUSED TO PAY MORE THAN $550. I HAVE ALSO HAD MY SINK PROPERLY FIXED. I WANT A $250 REFUND AND AN APOLOGY FROM THIS LOW CLASS COMPANY. THANKS
Business Response
Date: 03/09/2025
I spoke with customer. Was able to listen to their concerns. I was able to resolve the issue for the customer. We will be giving the customer a 50% refund. Customer is satisfied at this time.
Customer Answer
Date: 03/19/2025
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 AM NOT REJECTING THE OFFER BUT I WAS TOLD THIS ON MARCH 9TH AND I HAVE YET TO RECEIVE A CHECK. WHEN I RECEIVE MY CHECK THEN I WILL CLICK ON THE ACCEPT BOX FOR TERMS REACHED AND CLOSE OUT THIS MATTER.
Regards,

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

Business Response
Date: 04/01/2025
Spoke to customer and he did receive the refund as requested. Customer is waiting for BBB to contact him to close out concern on his end.
Initial Complaint
Date:03/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In July of 2024 I had sewer water back up into my house. I called Roto-Rooter and they came out assessed the situation, and gave me details for cleaning the basement and fixing the problem outside. A team and moved things around and cleaned the basement as well as a team came out to fix the plumbing. The excavation crew came, worked, and left in the time I was at work for 4 hours. Never saw any pictures or videos of the finished result. Over the next 2 months they were calling me and leaving messages that I owed more then what was agree upon with my insurance company. They were calling and leaving messages but never returning my calls. Fast forward too November of 2024, I had another back up into the basement. I called a different company to come out and look. They found it was a situation close to the old problem. I called Roto-Roter back out to look and they claimed it was an issue in the wall of the foundation. They also sent out another cleaning crew. This time they cleaned and brought the fans, but instead of coming by every day or two like thay did last time, the fans were running for a full week with no one checking the air quality. I have been waiting to see if I needed to add another claim for the cleaning due to the fact this could be a problem that was not fixed back in July I have been requesting to have someone come out and show the video evidence from the previous fix.. Again, not returning calls leaving messages about how I am past du on the cleaning bill and no one reaching out to discuss looking into the plumbing. I know this is a lot please feel free to call with any questions
Business Response
Date: 03/06/2025
sent customer the requested photos and video. We are sending out a tech to do another camera inspection per customer's request.

****************
Customer Answer
Date: 03/06/2025
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.

After reviewing the footage from July and examining the situation in person, we are clearly dissatisfied with the outcome. The July video only shows the repaired pipe and lacks any evidence of an underlying issue. If there had been video documentation of a problem back in July, we could have resolved it at that time. The absence of this evidence indicates a failure to address the issue, leading to the re-flooding of our basement in November that could have been prevented.

Regards,

***** *****

Business Response
Date: 03/12/2025
Roto Rooter's License holder for the state of ** went out and scoped the line while ***** was on site. We also sent him the videos and the pictures of the original repair at his property. ***** stated to our license holder that we had given him a price to repair the entire line and trap the day we did the repair. He also stated that he thought he would have more time before it became an issue again.

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

Above is the link for the original project. The second video on the link is when the license holder went out to the property to show ***** the additional issues.
Customer Answer
Date: 03/24/2025
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 was present when they scoped the line the day before they made repairs and discovered a break in the line. They provided me with two different quotes, even though I initially thought there was only one problem. I did see the original video, but there is no footage of the rest of the line, even though they promised to check it after the repairs. They also stated that the line would be jetted, but it wasn't, which led to more backups in the house.

Fast forward to November, when I had another company and Rooter, come out for a different issue. Both companies confirmed that the new issue could not have occurred in the timeframe since the original repair.

Regards,

***** *****

Business Response
Date: 04/01/2025
Roto Rooter's License holder for the state of ** went out and scoped the line while ***** was on site. We also sent him the videos and the pictures of the original repair at his property. ***** stated to our license holder that we had given him a price to repair the entire line and trap the day we did the repair. He also stated that he thought he would have more time before it became an issue again
Customer Answer
Date: 04/08/2025
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 message that was just sent was a copied message from March 19th. I replied on March 24th with the following message:
I was present when they scoped the line the day before they made repairs and discovered a break in the line. They provided me with two different quotes, even though I initially thought there was only one problem. I did see the original video, but there is no footage of the rest of the line, even though they promised to check it after the repairs. They also stated that the line would be jetted, but it wasn't, which led to more backups in the house.

Fast forward to November, when I had another company and Rooter, come out for a different issue. Both companies confirmed that the new issue could not have occurred in the timeframe since the original repair.

Regards,

***** *****

Business Response
Date: 04/16/2025
When Roto Rooter assists our customers in filing an insurance claim, we NEVER agree on a price before work because we never know what the job will entail. When *** ***** called in for the second time, we performed the mitigation work to the IICRC standard of care. However, I have personally spoken on the phone with *** ***** and was the one responsible for getting the camera tech to see if the issue was from pervious work performed or in a different area of the pipe. Upon discovering that the issue was in an area separate from the original work performed, I personally let *** ***** know that now that we have identified it as a separate cause of loss, payment would need to be made ( almost 4 months after we performed the work). We removed the cost of monitoring from the invoice (we don't do air quality tests unless it is a mold job) In between these two instances, I spoke on the phone with *** ***** and revised his invoice to which he verbally agreed (on a Friday) and claimed he would be ready to pay by Tuesday, to which i agreed. He is now over the allotted time to settle and the invoice and was sent to our Collections team. Unfortunately since *** ***** was delinquent for over 120 days, he will now have to work with the collections agency to come to a resolution.
Customer Answer
Date: 04/27/2025
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 understand how this is supposed to work, but I am experiencing issues with the initial job that was completed in June.

When the first problem occurred in June, both the plumbing technician and the manager came to my house. I was informed that the initial problem would be fixed, the line would be cleaned and jetted, and they would also check for any other issues. After the job was completed, I was not informed of any additional problems and was told that everything was good to go. However, when we used the plumbing, there was still a minor backup, which I managed because it was a small amount. I notified Roto-Rooter about this, only to find out that no one had come out to jet the line. At this point, it seemed that no one had thoroughly checked the entire system.

Fast forward to November, five months later, when we experienced a significant backup in the basement. I called both Roto-Rooter and another plumbing company to assess the situation. Roto-Rooter informed me that there were roots in the foundation of the house causing the backup in the plumbing. They also mentioned that this issue would take more than five months to develop. At that point, I requested video documentation of the entire line following the initial fix in June, especially considering I have a one-year warranty on the service. So far, I have not received any proof that the plumbing line was fully checked, as I was originally informed it would be.

I have withheld payments for the second cleaning because I believe the initial job was incomplete and not done to the specifications I was given. While I understand that the current problem is in a different area, it should have been identified during the June visit.

Regards,

***** *****

Business Response
Date: 05/01/2025
License holder went back on March 6th with *** ***** on site. He showed him the video while on site and we also sent him the video and pictures. *** ***** stated while on site that we gave him the option to fix the entire line but he declined assuming that he had a long time before it became an issue again. (Also admitted to this in communication history on BBB) The repair that we made is clearly shown in the pictures and video from March 6th. See link below.

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

Customer Answer
Date: 05/07/2025
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 license holder returned on March 6th, and I received the video and pictures at that time. I was given the option to repair the entire line, but I was not informed that there were multiple issues. This was the first time I learned that payment was not guaranteed until all problems were resolved.

The comment about needing more time was meant as a joke and was unrelated to the current issue. While the repair itself is clear, there is no video evidence that the rest of the line was checked during the initial repair. When reviewing the video from the July repair, it stops shortly after the fix. This suggests that the entire line has not been checked at full capacity, and it raises concerns about any remaining issues.

Regards,

***** *****

Business Response
Date: 05/08/2025
Roto Rooter's License holder for the state of PA went out and scoped the line while ***** was on site. We also sent him the videos and the pictures of the original repair at his property. ***** stated to our license holder that we had given him a price to repair the entire line and trap the day we did the repair. He also stated that he thought he would have more time before it became an issue again. Also showing in the photos is the Jet truck on site the next day. Photo timestamped 6-18-2024.

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

Above is the link for the original project. The second video on the link is when the license holder went out to the property to show ***** the additional issues.

***** now says he was jokingly saying that he had more time.
Customer Answer
Date: 05/13/2025
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 have received the videos and photos of the work that was completed, as well as the video from March that highlights an issue. I am once again requesting a video showing the entire line after the original job performed in June. I was informed that the line would be checked for any additional problems and that we could address them while working on it. However, I did not see the full scope of work until March.

Yes, the jet truck was there the following day after I called to request it. There was a small backup into the house, and I discovered that the work had not been completed the day prior, contrary to what I was told. The link does show that someone came out in MARCH to identify an issue, which was surprising since I was assured that this particular problem would not have developed since the job in July was completed.

For this reason, I am requesting to see the evidence from June to confirm whether the issue was present then, as I was led to believe that it would have been addressed.

Regards,

***** *****

Business Response
Date: 05/21/2025
Roto Rooter was contracted to excavate to perform a spot repair and jet upon completion of the excavation. Roto Rooter completed the contracted work. *** ***** even stated that he had more time before he would have to have additional work done that was brought to his attention time of service.

We have performed additional work for free to satisfy this customer. Including drain cleanings, camera work, etc.
Customer Answer
Date: 05/27/2025
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.

Rotor Rooter was contracted and excavation was done but not checked to the fullest like I was informed it would be. The jet was not completed till they were called out the next day after more water was in the basement. Again, the statement of more time is being taken out of context as I did say that BEFORE any work was done when we were in my kitchen with the manager and plumber there. There was no mention of any additional work that was needed after the first camera was done and saw the blockage near my sidewalk. All footage in July shows no evidence that the entire line was checked. When the “additional” work was done is when a Roto Rooter employee told me the problem I have now would have not occurred since the work done in July and that it should have been spotted. Also not to mention the fans that were left running in my house for over a week without anyone coming to check the air quality like they did the first time.

I am not asking for anything to be fixed. Since the work was incomplete I feel any cleaning since the original cleaning should be handled by Roto Rooter due to the lack of evidence the entire line was checked for problems.

Regards,

***** *****

Customer Answer
Date: 06/03/2025
Here are the documents for the pipe fix and the cleaning of the basement.
Business Response
Date: 06/04/2025
We cannot contact customer as he is in collections. Roto Rooter did work of what was in the contract. Pictures prove the work was done properly. Customer has joked about thinking he had more time to get additional issues addressed. Roto Rooter has suppled customer with all necessary videos and documents. We have also camera inspected multiple times free of charge.
Customer Answer
Date: 06/14/2025
Here are the invoices for the original plumbing fixed by rotor rooter and the service completed by ***** in November.
Business Response
Date: 06/18/2025
We cannot contact customer as he is in collections. Roto Rooter did work of what was in the contract. Pictures prove the work was done properly. Customer has joked about thinking he had more time to get additional issues addressed. Roto Rooter has supplied customer with all necessary videos and documents. We have also camera inspected multiple times free of charge.
Customer Answer
Date: 06/25/2025
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.

Again, I did not receive video or photographic evidence of the ENTIRE line when it was done. Having that would have allowed the problem to be fixed if it was there, but since the entire line was not inspected like I told it would be on completion we had water backed up into the house again.

Regards,

***** *****
Initial Complaint
Date:03/03/2025
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 made an appointment to fix a broken pipe which is running currently still. The appointment was made on Friday for a Saturday appointment between 10-12. Saturday I wake up to an email stating they had me set up for Monday 3/3/2025 between 8-10am with no explanation of the appointment change. So I had to contact my employer and take Monday off work to be there for them. At 10am there still was no one at my house, mind you the water is still running. I call only to have them tell me that their technician just got to work at 10am!!!! And that they would have to reschedule. They gave zero apologies or any offer to compensate me for my lost wages or even take money off my bill. I was met with hostility being told I was being unreasonable for being upset because things happen! Then after they hung up on me I tried repeatedly to call back, only for them to block my phone number! These people are liars and assholes. They have hundreds of reviews on yelp stating exactly what I went through. Why are these people accredited at all?!!!
Business Response
Date: 03/27/2025
The customer places an eschedule request on 02/28 and is scheduled for Saturday 02/29 for leak detection. ** ***** does not have plumbers that work on weekends. Also, the call was booked as a code 04/00 and in doing so was put on a very heavy excavation board that had over 70 open tickets at the time. We ran as many live lead tickets as we could on that day but we never reached out to the customer to reschedule or inform him of the scheduling conflict. The customer called in Monday 03/03 at 10am asking when we might be coming. The customer was upset as to be expected but also extremely hostile and vulgar. I do not know if his calls kept dropping or if he was hung up on because of this be he called in 6 times that morning, and everytime upon answering the customer immediately starts threatening and cursing.
The branch has reached out to the customer and I have as well to apologize. We have both left voicemails. We are in agreement that because of the hostility of the customer, if he does call back, we will offer an apology but also recommend that he call another company. The branch does not feel comfortable sending anyone in person and risking a confrontation..
Initial Complaint
Date:03/02/2025
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.
Misrepresentation: Roto-Rooter provided inaccurate information about the scope of work and cost. They overcharged for the work and they failed to perform and finish the work as I was promised.
Breach of contract: I have a service agreement with Roto-Rooter and they failed to perform the work according to the contract terms.

See attached for additional information.
Business Response
Date: 03/12/2025
We completed the work proposed to address the issue at the time. Customer signed invoice after the work was completed and ensured that the system was functioning properly. The customer then had additional issues later on which we happily went back out to inspect. The original work had nothing to do with the issue and after inspection deemed to be installed correctly. **** believes that the work was unnecessary, however we have video evidence prior to starting our work that shows heavily scaled cast iron in need of repair. We have after video showing the repair, along with video showing a different problem completely on another line. We offered discount or repair of second line and which she declined leaving no other option but to collect.
Customer Answer
Date: 03/24/2025
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.

Roto Rooters did not respond to my complaint at all. When the problem started at my house, we called Roto Rooters and they came over and looked at the bathrooms and showers that had issues and were clogged. Due to the technicians request, he called his Supervisor and his Supervisor Rohail came and provided us two proposals, one for 20 feet and one for 40 feet. We decided to go with the 40 feet to reline the whole line. On the day of installation on 9/7/24, the problem started that day. Their own technician told us that Rohail made a mistake and missed the second clean out and second lateral line. They told us that he has done this before. Roto Rooters needs to take responsibility and fix the problem permanently. Roto Rooters needs to look after their innocent clients and not their own pockets. On 2/8/25, Roto Rooters sent a second professional technician to find out the problem, and their own technician admitted that Rohail made a mistake and missed teh second lateral line and clean out. He found two issues. First, there was a root intrusion in the second lateral line. Second, they need to assess the potential belly in the pop approximately 44 feet, accessed through crowd space clean out in lateral line. Third, missing promised transferable warranty. I have sent enough evidence, including texts, to prove the problem and this issue started exactly on 9.7.24 with me and Rohail. Please review all the documents which was sent with my complaint to BBB.

Regards,

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

Business Response
Date: 03/24/2025
We have sent the information to the bank to prove the work on the disputed charge. We have not contacted **** in an attempt to collect money.
Customer Answer
Date: 04/01/2025
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 have contacted my bank they said it’s too late . They have closed dispute in my favor and I won dispute fair and clear. They had so many months to prove their case but didn’t ! I also contacted **** Coperation told them what’s is going on they said the same thing that my bank told me .
My bank said, they follow **** guideline rules and regulations and there is nothing they can do for Roto rooter.
Roto rooter should be concern about the damage they caused my home and stress and agonies they caused me and my family. We have not used two toilets and one shower over 7 months and it doesn’t concern them or they just don’t care .
Roto rooter or any other business should make money fair and clear and by honest business practices and stand by it . Roto rooter missed the problem and diagnosis it wrong and did not solve what they promised me and problem still exists and also damaged my home by not not fixing it.and they want me to pay them for Roto rooter wrong doing to my home . Please tell me where this business practices is acceptable. They should remember When we went in to contact with Roto rooter there was no issue and wore told this is home improvement increase value and transferable 5years warranty part and labor would very valuable to us . we wore told if we don’t do this it will
cause more damages and cost more money to fix it . Roto rooter told us we need 45 ft or relining and due to their employee it was only 35ft. Exaggerating the issues and prices and also labor and workmanship and fear factor is not acceptable to innocent home owners . Roto rooter is responsible for damage to my home and need to take responsibility for it .

Regards,

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

Business Response
Date: 04/07/2025
We have gone out and completed video inspection that shows the quality of our work is good. We offered to provide a free jetting service on a second line where there are roots growing in. **** declined our offer. We are confident that work we completed last year was needed and our video inspection before the work shows the issues and the inspection after shows the result.
Customer Answer
Date: 04/07/2025
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 problem exists from the day of installation 9-7 -2025. This is fact and there is enough text messages to prove it . Roto rooter tech told us that we wore dis informed by Roto rooter tech ( ( Rohail ) and they wore in contact with Rohail on same day to find where is 45ft line what’s is going one because that line was not 45ft. Roto rooter employee told us Rohail did not use right cable or big enough cable to able to see everything. Rohail told us that is the only cable he has and always use . Again Roto rooter employee told twice that as soon as they came in to job site they know something was wrong if you have 9 toilet, shower as Rohail told them or write in his report you must have more than one existing clean out. If this was clear to two technicians twice Rohail should have been known.Rohail lack of knowledge and expertise caused this issue for every one and management need to take responsibility for it .
every buildings ,house, home are different and not build the same . That’s why I called professional companies, contractors with long term reputation to diagnose the problem and come up with solutions. That’s why they actually came inside of home twice and look at all toilets. They estimate was provided to me need to solve all the problems and not solve part of problem. Even with smaller cable he used for camera rohail should have been able to see the belly and he chosen to Ignore it. If Rohail recognized the belly he knew something is connected to belly and that requires more investigation and using longer cable . This is what other two technicians did and by using longer cable they wore able to see there another lateral line connected by belly to other lateral line. That’s why they wore able to find second existing clean out .
there is two existing clean out and two lateral line connected by belly.
this was not hard to diagnosed if he had longer cable and could of solved a lot of headaches and money for customer and management.
Roto rooters should not ignore the fact and problem and their mistakes and play by word to just prove their point of views.
hope fully we get to bottom of this issues soon before it caused further damages. If there is more damages there would be issues.
thank You

.

Regards,

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

Business Response
Date: 04/16/2025
We have tried in good faith to provide additional work but customer demands are not reasonable. We have submitted information to the bank as requested along with the dispute she has made. The complaints have changed from not having a written warranty, to a faulty second line, and now to work not completed on the liner.
Customer Answer
Date: 04/21/2025
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.

issues and problems never changed. It started on day one Instlation which was September 7 2024 . There is a lot of text messages and phone calls to back it up . We wore not informed by Roto rooter expert that this contract will solve part of the house not the whole house . in fact your expert was not aware there is another lateral line and belly in pipe. Your expert Rohail told us he did not carry bigger cable with him and he used what he had in his truck and he doesn’t own one and he need it to buy that which your expert thought it’s not reasonable for him to do it. Rohail came to house three times and look at all the bathrooms and but due to lack of knowledge he didn’t realize there must be another clean out although he saw 9 bath room and 9 shower in my house but the day of installation at 8/7 Roto rooter installer new as soon as they came out to my house and they wore looking for second clean out and they wore asking my husband there must be another clean out and they finally founded and told us there is problem and Rohail should known about it and we should of been told .
warranty was problem and still is . What Roto rooter did creat problem for my family
and problem is not fix .
Roto rooter need to take responsibility for their technician mistakes and lack of knowledge which caused my families a lot of problems,
we are not able to use part of my house because not using bathroom.
this is management issue and they need to figure out how to fix it permanently and not
temporarily. Roto rooter need to think about their customers and problem they creat it.
we are not keep changing problems but we are sticking to issues that Roto roooter creat it.
Roto rooter need to know when sending technician to customers homes verbal communication and promises and agreement is also contact and need to be obey by law ,but instead Roto rooter keep telling lies to costumer to able to get contract .

Regards,

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

Business Response
Date: 04/26/2025
our position has not changed. We proposed the work to resolve the issue at the time, we agreed to the price of the work, we completed the work and ensure the home was functioning. An additional issue that arose over time outside of our scope of work is at the foundation of the complaint. We offered reasonable solution.
Customer Answer
Date: 05/01/2025
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.

Our Position has not changed either. when they competed the work they don’t know if the home was functioning or issues come up because as they said there is 5 years transferable warranty part and label
. There has been a lot of conversation and verbal agreement between us and technician that management was not involve and they only got involved when we start complaining.
it’s easy for management denies all problems and issues and turn this around to customer and that’s why there is no resolution. The work management offered was not resolve any issue . It was temporary solution. If I want it temporarily solution to unclog I would not to reline the sewer line and not 20 feet but 45 ft.
the issue didn’t happen over time it happened during installation on sep 7. And if it was outside of their scope of their work installer technician on sep 7 and Feb 2 which was send by management wouldn’t able to find out the problems. They did exactly what Rohail did first time using camera and wore able to find problem. if we had several blockage since they finished job that men’s it is not fix.
this is back and white and we should not going back and forth to
if only management used professional knowledgeable tech to come to our house to assist and diagnose the issues we wore not going back and forth.

Regards,

**** *********
Initial Complaint
Date:03/02/2025
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.
I realized I had a leak after my water bill went from $80 to $300+ in just a month. I called roto rooter February 7th 2025 to service the problem was told the job would cost $6,300+ to fix then after they told me my blue max line wasn’t coded they would install a new copper water line which costed me $9,180. They came and did the job but my problem still exist, called ********** water works to make sure the water issue wasn’t on they end they came out and checked and said it wasn’t on them it was on roto rooters end. I’ve been calling them and leaving messages on they unfinished work and no one responded or called me in return and I feel like I was scammed and overcharged for work that wasn’t even necessary. Now I’m left with a damage yard, ceiling & walls and a water leak that was never fixed.
Business Response
Date: 03/03/2025
02/03/24
Spoke
with the customer, our Project Manager is in route to the customer for a
solution and provide a fix.
This would be covered under our warrant if the repairs are within the scope of work we provided the customer.
Initial Complaint
Date:03/01/2025
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.
Paid for services that were not rendeeed
Business Response
Date: 03/01/2025
I contacted the customer about the complaint for resolution.

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