Complaints

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

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• 

  Roto-Rooter

  2125 Montana Ave Cincinnati, OH 45211-2741

• 

  Roto Rooter

  220 Demeter St East Palo Alto, CA 94303

• 

  Roto-Rooter Plumbing & Water Cleanup

  3 Alan B Shepard Jr Pl Ste A Yonkers, NY 10705

  
• 

  Roto-Rooter Plumbing & Water Cleanup

  1060 Cambridge Sq STE D Alpharetta, GA 30009

• 

  Roto-Rooter

  922 W US Highway 30 Schererville, IN 46375-1551

  

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:08/30/2022

  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.

  May 22, 2022 I called Roto Rooter because heavy rains caused a flood in my basement, I spoke with him on the phone & he told Told me to order a Sump Pump from Amazon TU 24th **** came to inspect the situation. **** came on Tues with a crew without me knowing. **** gave a verbal estimate of $5500-$6000. Then I got it in an email. I was told by **** that it was going to take 4-5 hours. That was 11:30 - 12:00 pm. the crew guy texted me asking if the crew could come wed instead. I texted him back . They had to come to Tues cause My friend that was letting the guys in to do the work cause I was working has taken a day off to help me. The crew showed up @5pm & left at 6 Pm & said they would be back on Wed. Wed arrived at 12:30, left at 9:45pm, only the floor was done but walls & fireplace were not. Left 2 humidifiers & many fans there. FRi I call p/u equipment. I still had water standing.re It took them 1 1/2 wks to get here to pick up equipment. It took another wk. to get a 2nd crew in. I got a bill asking for $14,000. When the verbal & written estimate was $5,500-6,000 I am not paying the $14,000. I call & they don't get back to me or threaten me by saying they are going to turn it into their lawyer. I never said I would not pay, I asked for a proper amount. Never got an answer, I was told $5,500-6,000 , It didn't take 4-5 hours it took 3 weeks. My stuff sat in water, for 3 wks. & it was ruined. I had to keep calling did not get answers or people did not show up & it was like pulling teeth, They want to run my credit so I can make payments. I don't want to make payments I want the exact amount & I'll pay it which is what I was quoted.$5,500-$6,000.

  Business Response

  Date: 09/07/2022

  Have attempted to contact the customer on multiple occasions. The new total was $8500 and the customer was unwilling to pay that amount a month ago during conversations. 

  Business Response

  Date: 09/12/2022

  Rob C has communicated the price adjustment with the customer.

  Customer Answer

  Date: 09/13/2022

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

  *****t and I never came to agreement.

  I was told that this job would cost 5500 to 6000. It would take 4 to 5 hours. The first crew showed up on Tuesday stayed for an hour. They put humidifiers and fans down in my basement and left. They came back on Wednesday. They did not bring any water they thought they could use my outside spicket. I don't have an outside spicket. They tried to get water from my water tank with a hose. This is my question how can you clean without water? They left Wednesday night leaving all these humidifiers and fans. Thursday morning a girl showed up and said they needed to stay. When she was asked about the work not being done she said call a manager. On Friday I called cause the water from the flood was still there cause things was never moved. When I called about getting some here to get the humidifiers and fans. I was told there would be no managers in till Monday cause of the holiday. They would leave a message to let someone know. For 2 weeks I kept calling asking to have someone come out here. I kept getting ignored. Finally 2 weeks later the guy that was suppose to do the job. Shows up gets the fans. Have me sign for the equipment removed. Had a friend of mine sign for the finish work. After having me sign for the removal of the equipment he goes to his van. As he is getting in that is when he tells me he had a friend of mine sign off. Then he leaves. The following week Andrew comes out and it takes him 5 minutes to realize the job was not done. About 2 hours later he has the 2 ND crew ***** come out. This is my next question if the first crew did the job. How come it took 2 and a half hours to actually clean my basement? The Friday after Q takes the fans and humidifiers out of my basement is when I get a bill for 14,000. When I call billing the women tells me cause of all the transportation. When I got the bill there was no details. Just a bill that says 14000. A month later *****t calls me. The first person that actual talks to me. He sent me a copy of the bill. Tells me to look it over and get back to him. I started the first page. Then called *****t we started going over it. We got down to 8111.00. Then we decided to get back on Monday to go over the rest, because we only got over the first 2 pages. He sent me an email stating that he would find out what they could do cause he could see that alot of the work wasn't done by all the pictures the second crew took. Monday came i called twice the first I hung up. Then a few minutes later I called back again I got voice mail. I left a message asking him to call me. I didn't call on Tuesday, when I didn't hear from him I called back on Wednesday this was July 13 and left another message. Still no call back. A month later I get a call from *****t. He's about to go into a meeting with the corporate. He wants to get this matter taken care of so they don't take this to the lawyers. So we started talking. *****t again started saying that he whatever we decided he would still have to make sure that we could do it. So instead of spending all this time for nothing. We decided he would go to the meeting. Find out what he could do. *****t was suppose to call me back on Monday. Monday came and ***** calls me wanting to know if I got her email. *****t wanted me to fill out a credit app to make payments. I told ***** once I find out how much the bill is then I'll make the decision. ***** says she would have to *****t. That's when I finally decided I was done. That's when I called BBB. 

• Initial Complaint

  Date:08/29/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Roto Rooter over charged $829.06 for back up water category 3. As customer did not receive indication of price difference invoice from Roto Rooter. The discrepancy Bill from Roto Rooter was $5.218.88 and ******* Insurance Claim check was $4388.82. Did not receive any information from Roto Rooter of price difference of $829.06 over charged. Roto Rooter did not reach out to advise of discrepancy of bill. Only to be Threatened of Bill to Paid in Full. Error was with Roto Rooter and requesting refund of $829.06. Was not informed from Roto Rooter of incorrect bill of OVERCHARGED. Request from Roto Rooter with no resolve for Incorrect Bill and over charged of $829.06. Please refund.
  ******** ******* *** *** ****** *** *********** ** *****

  Business Response

  Date: 08/30/2022

   I called *** ******* and left a voice mail in regards to the mix up. I explained that there was a mix up and that the insurance company did speak with a representative and the changes were not put in before the invoice was sent. I told her we would be sending her a refund check for the amount she paid out of pocket, $829.06.  I left my number on the voice mail if she had any questions or concerns.
  

• Initial Complaint

  Date:08/27/2022

  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 paid to have the line from the house to the septic tank repaired in doing so they damaged the septic system to a point it must be replaced, now when I have water running into the line I can hear it in the void that the previously broken pipe caused and water from the replaced pipe doesn't drain into the septic tank
  They have made up some story about a 2nd septic tank which I get yelled at my my wife for if I try to talk to her about what is going on

  Business Response

  Date: 08/31/2022

  Re: ******** and ****** ********* complaint, and ********
  submittal of a BBB complaint
  
  Roto Rooter invoice #********
  
  
  We responded to this site due to a plugged mainline
  between the house and the septic tank. We identified a blockage and breaks in
  the septic mainline pipe, between the house and the septic tank inlet, the
  status of the remaining septic system (tank and drain field) was unknown at
  this time.
  
  Per ******** *********, our customer (******** wife), we
  proceeded with the recommended repairs to the septic mainline pipe between the
  house and the tank inlet. We found several breaks in the pipe, bellies and low
  points in the pipe, damages, etc. We contracted with **** ********* to replace
  this pipe via partial excavation, and then eventually pipe bursting, to replace
  the pipe. At a point during the repair, we indicated to the customer that the
  water levels were high in the septic tank, indicating an additional potential
  problem downstream of the tank, likely in the drain field. At this point the
  customer was made aware that they would need to contact a professional septic
  company to look for remedies to the drainage problems downstream of the tank.
  These problems in the drain field, downstream of the septic tank, were not
  related to the mainline pipe between the house and the tank, which we worked on
  and replaced.
  
  At no point during our repairs did we damage the tank or
  the drain field. The work we performed would not the root cause of needing to
  replace the septic system. The work we performed had nothing to do with the
  drain field, nor did it require altering the septic tank itself. Any drainage
  issues that the *********** may be experiencing at this point will be due to
  drainage problems in the drain field itself, which we did not work on or touch.
  **** ********* was made aware of the drain field issues and indicated she was
  satisfied with the work we performed between the house and the septic tank.

  Customer Answer

  Date: 09/21/2022

  What I find quite unbelievable is that the RR workers always had an excuse for showing up about 30 min before I had to leave for work, being a bus driver many people depend on my being there yet I was told many times they were going to show up early only to have them arrive 30 min before i had to leave.  Regardless of the contract they didn';t do top notch work like we paid for and left our system in much worse shape than they found it without discussing the problem that arose and chased off the septic people we were going to have help us with our drainfield, instead they used material and processes that no septic company will touch.

• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My main line was clogged and basement was flooded, and I was sent two separate techs from roto-rooter. The first tech was upset at the work and angrily increase the price on the spot (“it will be 800 or I am leaving” – originally told me 700 since it was emergency called . He could not unclogged the drain and I had to pay him 109. The second tech came the following morning and was very pleasant and he thought he unclogged the drain. I paid the company 500 plus cost for him using a camera through the main line. 2 days later the basement floods again, I call the company and they tell me I have to paid full price for the unclogging the main line. After telling them it only been 2 days, the company states the tech told me the work was not guarantee. I do not recall being told that the drain may still be clogged or the job may have not work at all. I understand if it was a month, 6 months but after two days and 700 bucks total I should not have a flooded basement again. For a so called professional company, to show 0 integrity in there business, and not come back to actually fix the job for the originally 700 I paid , I felt taken advantage of. I ask to speak to the supervisor and the clerk told me he will called me that afternoon. It has been two days and no call. After getting off the phone with the main office , I called the tech directly and he on his own accord said he will help. He came after all his shifts at night and got the water to drain but told me there was some tree roots and other items he missed originally and it will clogged again in a few days. He needed to use a camera to see the issue for the second time and I would have to pay for him to use the camera again on my main line. He said the office will call me the next day and there will be a charge for him to come back and use the camera . why would a company charge you twice to use a camera because you didn’t read it right the 1st time. I had to go with another company to clear my line.

• Initial Complaint

  Date:08/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a plumbing leak and roto rooter gave plumbing quote of 1250 and I paid them fully accepting the quote. A water damage person came and told he needs to put fan here I asked around 3 times is there any cost to it but was mentioned as insurance company will cover fully but they did not let me know the full amount and made me sign a agreement which they didn’t share a copy to me or give hard copy. It states that if insurance don’t cover I have to pay and the estimated cost is 4000-7000 I was not verbally told or they didn’t make me read it . They said it’s acceptance agreement for fan and I signed the doc. Now the insurance company is saying only very less plumbing work and they approved only 2417 and now rest 2005 is on me to pay. This is kind of client cheating without sharing with them or telling them what we are signing and hiding the actual cost in some line in document. I didn’t call or request water damage and when they came with plumber they mentioned as I won’t be charged and it’s part of their job and will work with insurance directly I signed it .

  Business Response

  Date: 08/25/2022

  Talked to the customer. Made her aware that the insurance approved the cost of the job minus her deductible. The only amount left is her deductible. Explained our process and that she is responsible only for the deductible. Customer signed multiple documents stating the job. Offered to show her the documents that she signed showing the total amount and she refused to look at the documents. 

  Customer Answer

  Date: 08/30/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I requested only plumbing work for 1250$ and I have approved that quote only. I paid that full amount.

  I have never requested water damage work at my house.

  Team who did water damage work didn't give me a quote of 4500 work and didn't walk me through the agreement or verbally tell me as this is written in document .

  They didn't show me what is written in it by sharing a copy or print out.

  I was made to sign the agreement saying there is no cost to me and they do it as plumbing leak work part and will contact my insurance .

  They didn't ask me to check with insurance if I have water damage coverage or else I will be responsible for the full amount.

  I am not ready to pay anything from my pocket for a work that I didn't request for and was not told the quote which I didn't approve knowingly.

  After work they made me sign the agreement saying nothing to pay from me and I was not told what is the actual written in it. I saw that agreement 5 days before now only first time. 

   

  I can pay 2417.10$ which insurance company has approved once I receive it is the maximum I can do for this as I never wanted this work to be done this costly as water leak from shower was not that much here for 700-1000$ plumbing work they have charged me 4500 water damage fan which I would have not approved if I had known the quote. No-one said to me the quote.

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

• Initial Complaint

  Date:08/22/2022

  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.

  I am an 86 year old woman. I live in a condo on a concrete slab. On Friday August 12, 2022 I had my laundry room stationery tub overflow & I called Roto-Rooter. They said they could come out Saturday. **** arrived about 11am. I agreed to have him solve the blockage. He snaked & snaked. Couldn't find it. In the mid-afternoon he told me he would have to call in the Master Plumber Jason C******. ***** arrived and used a camera etc. in trying to diagnose the problem. He said the blockage was under my hot water tank. This would involve removing the tank, jackhammering the concrete floor, fixing the pipe, recementing the concrete and reinstalling the tank. I would be without hot water for 2-3 days. The total cost for this was $9,874.00. I was stunned. They wanted to start it Sunday morning. I said no, come on Monday morning. Sunday morning my son-in-law **** (who owns a building company), called and said to stop the work. I did. He had his plumber come. The plumber snaked under the stationery tub & cleared a blockage and again ran it, to make sure. He said it was cleared out. His snake showed no sign of mud that would be there if there was a pipe problem. I have had no problem since. I paid **** $546.00 for charge to fix it. I had agreed to that work. I feel that this was an attempt to get a large work job from an unsuspecting old woman. The blockage should have been cleared a few hours after **** was here. This company charged my credit card on Saturday. Before starting this job. On Monday the credit card notified me the amount was credited back.
  ***** ****** Roto-Rooter invoice #******** & *********** ***** * ****** ** **** ** ****###-###-####; Email ********************

  Business Response

  Date: 08/24/2022

  Excavation Sales Manager spoke with our customer and heard her concerns.  Manager also explained RR pricing and service model.  Issue is resolved.

  Customer Answer

  Date: 08/25/2022

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

  I received a call from Rotor Rooters regional office.  The man wanted to hear my side of the story.  I told it to him.  He said he would get back to me.  That's all that  he said.  

  ***** ******

  Business Response

  Date: 08/25/2022

  Customer contacted and issue resolved

  Customer Answer

  Date: 08/25/2022

  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.
  
  
  Regards,

  They do not address the issue that there was not a broken pipe.  They would have my 9K+. This was taking advantage of me. Did the Master Plumber really diagnose a sunken pipe?  Where did it go?  Own up to it Rotor Rooter.

  Customer Answer

  Date: 08/31/2022

  I have not had any communication from Roto Rooter except the first one when a representative from them called and asked me my version of the complaint.  He said her had to check into it on his end and would get back to me.  He did not get back to me and several days later, I had another email from you.  You said that Roto Rooter had informed you it had be resolved.  It has NOT been resolved.  I am sure that Roto Rooter would like to think it had been resolved.

  ***** ******

  Customer Answer

  Date: 09/01/2022

  I feel that you should reprimand Rotor Rooter in their try to do work that was not needed.  If another plumber can come to my house and snake out the pipe, what else can you think?  I would have lost 9K+ if I had not canceled.  All-Pro  Plumbing came here on Wednesday August 17th 2022 and my pipes are clear.  He was here less than an hour and snaked the pipe 2 times.  One to clear the blockage and one to make sure.  Rotor Rooter was here from 11am to after 6pm.  Something stinks in this.  I now wish I had asked for all my money back.  Money seems to talk more that my complaining about them.  Your reprimand would maybe save someone else experiencing the same thing I did.

  Business Response

  Date: 09/07/2022

  Customer was contacted and manager Dan M***** explained RR pricing, which was in line with published pricing for this market.   No further action is needed.  Closed.

  Customer Answer

  Date: 09/07/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ***** ******

   

  9-7-22  I think their pricing is way too high, but that is not what I am upset about.  They diagnosed a broken pipe under my water tank.  It involved jack hammering my floor etc.  Yet when I cancelled and another plumber came a few days later, he was able to snake the blockage out and no sign of a broken pipe.  No mud on his snake etc.  They were wrong to try and charge me over 9K when there was just a standard blockage that could have been snaked out.  ***** ******

• Initial Complaint

  Date:08/22/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During the date 7/6/22 my plumbing clogged up just outside my house.
  Paid the service in full by check.
  But the service was not completed. Have tried multiple attempts to contact them but no response. Paid for a jet service that was included in the total price of the service but never got it done.

  Business Response

  Date: 08/23/2022

  Roto Rooter did travel to the customers home to perform the Jet service.  The customer has not outside water sillcock, which is not normal for a residential home.  Without access to water we were unable to "water jet" the line.  We normally will not travel that distance with a full tank of water for weight, and safety reasons.  We will come up with another solution to complete the jetting work and satisfy the customers expectations

  Customer Answer

  Date: 08/25/2022

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

• Initial Complaint

  Date:08/21/2022

  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.

  on nov 20 2014 we had sewer line replaced in that we have had a sink hole right next to my cleanout.we have called about the problem multiple times and the company kept telling us the ground was settling.we have added 17 bags of dirt and still have a sink hole. finally they sent a person with a camera to scope the line and told us they could not find anything and told us it was some kind of run off. we called back this year and talked to JAMES W****** from roto rooter explaining the sink hole was getting worse and wanted someone to come out to take a look at the hole.Since our contract with them states lifetime guarantee on parts and labor and mr. w****** said they only guarantee for 5 years and said he was to busy to check our contract . we paid $5649.00 for this job and have a signed contract and told me to do what i have to do to remedy this problem.

  Business Response

  Date: 08/22/2022

  We are reaching and will reply tomorrow, 8/23/22

  Customer Answer

  Date: 08/22/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* ********* i will be home after 3 pm and waiting for your call.
  

  Customer Answer

  Date: 08/24/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* *********

   

  Customer called BBB on 8/24/22 and stated no one from Roto Rooter has contacted them.

  Business Response

  Date: 08/24/2022

  Video inspection was performed on the sewer line on 3/30/22. No issues were found at that time. I advised the customer that soil degradation can be the result of multiple issues especially over an 8 year period, and that we would perform another video inspection to verify any issues with the sewer line. Customer declined an additional video inspection and insisted on having the pipe excavated without any knowledge of the exitance of sewer line issues

  Customer Answer

  Date: 08/25/2022

  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.
  
  
  Regards,
  
  
  
  ******* *********    We have had no contact with roto rooter . they were out here in march of 2021 not 2022. On august the 5 my wife talked to James Wallace he said that he would not come out unless we payed $500 dollars for the camera. when they were here in 2021 they scoped the line from the clean out to the street but the problem is from where they connected it to the house. this is a lifetime warranty not just 8 years.
  

  Business Response

  Date: 08/26/2022

  Video inspection was performed on the sewer line on 3/30/22. No issues were found at that time. I advised the customer that soil degradation can be the result of multiple issues especially over an 8 year period, and that we would perform another video inspection to verify any issues with the sewer line. Customer declined an additional video inspection and insisted on having the pipe excavated without any knowledge of the exitance of sewer line issues....

  Customer Answer

  Date: 09/02/2022

  faxed all the paperwork to gail sherman yesterday 9-1 -2022

• Initial Complaint

  Date:08/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The pipes in our basement were blocked and sewage was coming up.
  We called Roto-Rooter and a young man came to remove the blockage; a bunch of other men showed up when we were told the pipe needed to be replaced otherwise this would happen again.
  A clean up team showed up as well as the construction team and they said that if we did the construction they would take care of the cost of the blockage removal (which had already been paid) as well as filing a claim with the home insurance. A total price was given and finance options were offered however the payment was completely paid by credit card.
  Clean up and construction was done the next day. The ventilation machines were left to air out the basement for a few days and that’s when I realized that the double sink was 80% full of water. They sent somebody that night to take care of the blockage.
  Days later, the equipment was picked up by the cleanup team and they said someone from the construction team would come close the hole.
  A couple of weeks later someone came but did not have the proper equipment.
  Then the pipes were blocked again and could not wash clothes, we had to take care of that separately because no one showed. A month later and it has not been resolved and they are now charging us $2,000 extra for the cleanup which wasn’t disclosed at the time the contract was signed.
  We called trying to speak with one of the guys and were told he’s no longer with the company!
  They are giving us the run around, we keep spending more money on the basement plumbing and the hole remains.
  They are being deceptive.

  Business Response

  Date: 08/20/2022

  Spoke with customer and department manager.  We agreed on an appointment day of August 22 to return and complete work.  Crew will be on site in morning. 

• Initial Complaint

  Date:08/17/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Roto Rooter and scheduled a visit for the following week which was August 4, 2022. The minute he walked in the door, he talked about how it was such a big job, a day and a half, he said he would start that day and would not be able to come back until Monday to finish. He said he did not know what he was working with until he got started but quoted me the price of $2800 plus parts, $25 ny fee and taxes and had me sign the form based on a day and a half of labor. Once I signed, he saw the leak was coming from a pipe underneath the kitchen sink and talked about how he had to break apart my kitchen cabinet, break open the walls, he said big big job. . He had me sign a form based on the day and a half labor before he even started work. He said the pipe fell off in his hands and from start to finish was here 5 hours. I said to the tech that since it was not the "big" job he said, can he call the office to lower the price due to the change in labor time. When he came back, he said the office said to take $200 off the bill. I was not happy and that's why I tried to contact Roto Rooter corporate to lodge a complaint and spoke to someone named Ron who said the price was right. I told him that even a restoration company came and there was no extensive demolition work done to the walls or anything. The pipe that was replaced was not even inside the wall. The bill, invoice no. 128-22733983 has a breakdown on the bottom, $2,540.00 labor, plus $153.04 for parts, and $25. fee plus taxes. He took off the $200 plus a $60 coupon. I feel that I overpaid, this would make his hourly labor rate be $508 per hour which is ludicrous. I feel that this is out and out fraud and price gouging, when I showed pictures to another plumber I was told I overpaid by more than double. I need help in getting this resolved with a refund. I feel that even at $200 per hour for a plumber, $1,000 plus parts and the $25 fee plus taxes is the most I should have paid.

  Business Response

  Date: 08/17/2022

  We have talk with the customer and explained the pipe in the wall could be a  job small or big depending on how much pipe we are replacing. We offer additional $200.00 off for the miscommunication. 

  Customer Answer

  Date: 08/17/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  I reject it because the pipe was not in the wall and that I had to sign on the basis of one and a half days worth of work which was actually 5 hours. When he finished with the pipe falling out in his hands, I asked him about the

  new price since it was much less time consuming than he originally quoted.  He said they would take $200 off the bill.  I asked him if they could do any better and he said that is what the office said.  On the bill, the amount of

  $2,540. is labeled "labor" and cannot agree that 5 hours worth of labor is worth that much.  That makes it $500 per hour labor rate and that is absurd.  I feel the tech made it worse than it was and it should have been billed

  per hour that the guy was here especially since it was such a vast decrease in time that he was in  my home. 

   

  I believe that this price was substantially higher than I should have paid considering the work done and have shown the pictures provided from Roto Rooter and was told that I was a victim of price gouging. 
  
  
  Regards,
  
  
  
  ******* *****
  
  

  Customer Answer

  Date: 08/18/2022

  I have attached the bill which clearly states the labor charge of $2,540. The only thing that was given to me at the start when they said a day and a half worth of work was the $2800 plus parts plus tax (left side under "work order authorization/waiver".  I had to sign that before he would even take the pipe apart.  Once he finished the first part, before he went out to get the parts, I asked him about a price reduction since the job clearly was  not a day and a half and he said he had to call the office.  He left to get the parts.  He came back, the parts were $153.04 and he said the office would only take off $200 dollars plus a $60 coupon.  

  I honestly believed that when he came back from the parts, it would have been a more reasonable total and told him that it was a ridiculous price, but I was already stuck.  This is the reason why I believe this is a way to be "fraudulent" because how you can get someone unsuspecting to believe its a day and a half job, quote a price based on that day and a half job, had the job take 5 hours total then only reduce by only $200 to me is underhanded. Also, he had me initial a bunch of stuff on a handheld device and said I would get a copy of those pages, which I have not received either. 
  

  This is the basis for my claim.  I would be willing to accept a $750 refund. (which will not include the $200 + $60 already taken off)

   

  Thank you.

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