Complaints

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

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• 

  Roto-Rooter

  2125 Montana Ave Cincinnati, OH 45211-2741

• 

  Roto-Rooter Plumbing & Water Cleanup

  18544 US Highway 19 N Clearwater, FL 33764

• 

  Roto-Rooter Plumbing & Water Cleanup

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

  
• 

  Roto-Rooter Services Company

  175 Maple St Stoughton, MA 02072

• 

  Roto Rooter Plumbing & Water Cleanup

  1234 S John Young Pkwy Kissimmee, FL 34741-6388

  

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:05/20/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/19, roto-rooter came to my house to uninstall a dishwasher and install a new one. I paid a $795 flat fee to have this service COMPLETED. During the service, the plumber was rough with my cabinets by yanking hoses and damaging parts of the dishwasher, and he ended up leaving the floor under the dishwasher wet. Because of this, he recommended running a fan to dry the area out, and expected me to install the access panel. I went to do this, but he installed the dishwasher too low, so the access panel does not fit and will not screw in. I called the company to ask if someone could come correct and finish this incomplete job, but they charge a $99 fee to come out (if they do not do a service), and the customer service person told me there is "no way to know" if there would be a fee to fix their incomplete work. She was completely unhelpful and went silent when I questioned why they couldn't come finish the job I paid for.

  Business Response

  Date: 05/30/2022

  5/30.  My apologies for any delay in getting this information to you.  At the time, i did not realize this was a BBB issue.  History is as follows.  Complaint was filed on 5/20/22 via corporate Roto-Rooter at 1228PM.  I replied to the customer at 455pm.  I acknowledged her concerns and advised that we can have that matter corrected and we will need to schedule a return visit.  First available slot was 5/24.  She was happy with that arrangement.  Additionally, the customer emailed again on 5/23 - asking if we would honor a $75 coupon she forgot to present to the technician.  I replied that would be fine and to send the coupon to me so that it could be processed.  Said coupon was received and processed.  She paid by check, so a check request was submitted, accordingly - i acknowledged receipt of same and noted to the customer our refund process/timing when paid by check.  She was happy.  The return service was successful on 5/24 and the customer advised same with great satisfaction.  Happy Customer.

  Customer Answer

  Date: 06/01/2022

  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:05/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 13, 2022, Roto Rooter came out to our home to replace a water heater. They charged us $3500 for their services. When I called the office and spoke with one of the managers (Donna J), I inquired about a break-down for the cost of the service (based on the repair codes on the invoice). They gave me the run-around for almost 2 weeks--where I spoke with different supervisors, managers and other members of Roto Rooter from the local Charlotte office and corporate. I filed a number of complaints with corporate and never heard anything back. When I finally received an invoice on 4/25 (after I contacted the local office a number of times and corporate) it did not detail the charges, just giving a breakdown for parts and labor (with random numbers). I asked again for a break-down, based on the repair codes. I finally got a new invoice with this information and the total was for about $2000, almost $1500 less than what we were charged. I am demanding a refund for the difference in cost ($1200 to $1500), as what we were charged ($3500) was not the true cost for their services (around $2000), as detailed on the last invoice they shared on 4/25. We also got the run-around for getting our inspection of the work done (with the city) and I had to do it myself. Something that took them almost 2 weeks to do took me just a call to the local inspection office and they came out the next day. I have attached the technician paperwork--with repair costs written in, after I got the final invoice info on 4/25. The 2nd page of this document is the original invoice emailed to me by Donna J on 4/25 (with an estimate for parts and labor.) Here is the email I sent to the TV station and the email stream with Roto Rooter to show how I tried to resolve the problem on my own. https******************************************************************************************* ***** *** ***** **** * ********

  Business Response

  Date: 05/20/2022

  The attached breakdown of the labor is correct at approximately 2100.00.  This was the labor breakdown that was requested by Mrs. *****.  The remaining costs associated with the work are the parts as they are shown as a seperate charge on the secondary invoice on page two of her attachment.  There is also a discount on the cost of the job and the sales tax for parts and labor as required by the state of North Carolina.  Since Mrs. ***** had to get involved with the local municipality to assist in the inspection process, we are happy to refund her the charges for the permit and inspection.  I will round this amount up to $250.00 as a courtesy.

  Customer Answer

  Date: 05/21/2022

  ****** ******** *******
  
  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.

  The business still has not provided requested information. The yellow invoice (1st page) left at the completion of the water heater installation should have the water heater parts shown. Where are these on the invoice? How much was the Rheem water heater? How much were any additional parts? Once I have this information, I can be better informed of the true cost of this project.

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

• Initial Complaint

  Date:05/18/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/17/2022 I had a backup issue where drainage from my house was backing up into the basement. I have a septic system. I called roto rooter to have them come out and determine the issue and we discussed two possibilities, first is the septic is full (just pumped 5 months ago), the second being clearing the line from the house to the tank. Talking with the plumber we determined if checking the septic and finding it full, it would cost ~$350 and I would need to call a septic service to get it pumped. If the septic was not full I wouldn’t be charged the $350, it would be ~$500 and the line would need to be cleared. We (me included digging the hole to the septic cover) dug a hole and checked the septic level. The plumber told me from here that the septic was full and I needed to call someone else. I was charged the $350 for this and they left. I called the company that pumped it 5 months ago and they came out an hour later and determined the septic is not full and I had an issue in the line from the house to the septic. They cleared the line and everything works perfectly fine now. Essentially I was charged $350 for the wrong assessment and then also had to pay a separate plumber $350 to clear the line which roto could have easily done. All in all I lost about 5 hours of my day (work time lost) and $350 more than I should have payed. I called roto rooter directly to complain and essentially was told it’s hearsay and to have a nice day (not politely).

  Business Response

  Date: 05/18/2022

  The customer filed a complaint yesterday about the service provided (see attached email # 3).  All documents are included (Original sales slip/$339, competitor's invoice, credit card credit from Roto-Rooter from today$339, and the email to the customer noting our telephone conversation of today.  Based on the information provided, the customer felt that Roto-Rooter should not have charged for the service.  Management reviewed the competitor's receipt, noting no information as to what exact service was performed, but in the spirit of customer service, refunded the customer their monies.  If anyone should have a question, please do not hesitate to reach out to this office.  ###-###-####/****** ***** Roto-Rooter Branch ***.  Respectfully submitted, Terry N****** - Accounts Receivable Dept.  Thank you.

  Customer Answer

  Date: 05/19/2022

  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:05/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Roto-Rooter on 12/19/21 cut hole in ceiling to repair a ceiling leak caused by a wornout seal around base of commode. Charged the exorbitant amount of $600. Informed they do not fix ceiling hole. I am still to date trying to get ceiling hole repaired. What company does this to a customer and charges these type of prices?? The problem was critical at the time and ceiling still needs repair.

  Business Response

  Date: 05/25/2022

  On 12/11/2021, Technician 6828 was dispatched to ******* ********** house for a report of “Upstairs bath issue, Ceiling has mold and wetness on it”. After assessing the situation Tech 6828 determined the best course of action would be to cut open the ceiling to confirm the problem. He provided the customer with an estimate/work order for $150 for the diagnostics including “cut the ceiling were not put back the ceiling customer know”. The work was then authorized and signed by customer. Attached is a copy of the work order.
  Once the hole was cut in the ceiling he was able to confirm the source of the leak being the toilet. He then provided an update to the work order and proposed a $450 repair. Which is a discount from our normal rate of $642 to pull toilet, repair flange and reset toilet.
  All work and price for work was provided before any work was done. The customer was informed and provided a copy of the documents stating that we do not put back the ceiling.
  As of 5/21/22 we have contacted a contractor to help her with the ceiling and was supposed to be contacting her 5/23/22.

  Customer Answer

  Date: 06/01/2022

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

• Initial Complaint

  Date:05/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wednesday April 27th Roto-Rooter was contacted about a water line break at a private residence in ******. Invoice *********** (unclear on paperwork). Roto-Rooter site located at **** ******* **. in ****** ****; **. Roto-Rooter arrived the next day. ****** was told that he didn’t do outside work. However, he took measurements. The water line was 23’. The original estimate $8500. More than double the national average. She had been out of water for 10 days. ****** is 75-year-old women that is both disabled and lives alone. ****** is a nurse that survived 31 years working in our military hospitals taking care of both active and veteran military personnel. On Friday April 29th, Adam the site manager for Roto-Rooter arrived and told ****** that the 14 inches of pipe that ran under the house would cost her another $6600. Almost doubling the cost of the original estimate. That would bring the total cost of a 23 ft repair to $15,100. ****** then asked Adam if she could have time to think about this decision. Adam said “no” that a decision had to be made then. The insinuation was made that if she didn’t sign right there, then they would not complete the work. She reluctantly signed the contract. The behavior of this manger was egregious at best. He knew ****** was a single disabled senior citizen that had not only been without water for 10 days, but had been unable to secure a contractor to complete the work. This encounter left ****** in tears. The job was completed in just 10 hours with 2 laymen. At no time was a registered plumber on site. The only involvement of a registered plumber was the pictures the two laymen sent to them. 10 hours of labor and a backhoe for $15,100. This situation left ****** very shaken. In no way can Roto-Rooter substantiate the cost of this project. It is clear that this branch of Roto-Rooter took advantage of a woman in desperate need. It is deeply disturbing that Roto-Rooter would allow a person to corner a customer in ******** situation.

  Business Response

  Date: 05/17/2022

  - We provided flat rate pricing our employee provided a competitive offer based upon the parameters of the job that included confined space service.

  - Homeserve covered work a portion of the work that was outside but would not cover the inside service needed to perform that included confined space

  - Homeserve delayed the approval extending the customer's time without water

  - Homeowner was provided a quote for work and was able to make a decision.

  - Homeowner has 5 year guarantee on work provided

  Customer Answer

  Date: 05/17/2022

  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. 

  
  The fact someone has insurance should not affect the pricing on a job. ****** paid $1500 out of pocket for original quote of $8500. Which is above "fair market" price. Before she was charged another $6600 for a 14" dig in a crawlspace that took a little over an hour to complete. $15,100 is no where near fair market value. Plus the site manager was insistant that she had no time to make this decision. Even after witnessing her call her sons in a desperate attempt to get them to speak to Adam. He took advantage of someone that felt cornered and desperate. It left her in tears. Be assured this is a women that doesn't break easily. We have since brought out 2 different contractors to estimate the cost of this repair. I would be happy to share with you these prices so you may determine why this Roto-Rooter location so grossly overpriced this project.
  
  Regards,
  
  
  ************* *****
  

  
  

• Initial Complaint

  Date:05/13/2022

  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.

  Was told sewer gases backing up into the home were a real health issue and his resolution could be don’t today. The technician said he would attempt to get the additional pipe out, after flow was observed through the pipe, no additional attempts were made. I paid a price based on minimizing health risks and verbal agreement of honest effort to correct the sewer line. The effort to correct anything more than a snake of the sewer main was not made. I was charged $950 for a sewer main snake because the technician said it was too heavy to take to the basement and would require 2 personnel to take there so instead he would dig an access hole and cut into my sewer line from outside.

  Business Response

  Date: 05/18/2022

  Spoke to the customer and went over the work that was done at the property. Explained our pricing and everything that they got with the service. Discussed the difference between a 1 and 2 man job and how that would affect pricing. At the end of the conversation, the issue was resolved with the customer.

• Initial Complaint

  Date:05/09/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/28/21 I accepted an offer from Mark M, and employee from RotoRooter for the amount $4,992, which I would like the company to refund me. I had a leak on the side of my house in my side yard which had filled with small puddles of water. **** said that I needed to get an entire new service to my house and that they would cut off that pipe going out there and that would stop it. They did the work with a one year warranty. A few weeks ago I was looking at the area where the leak was and found some more puddling of water in the same spot which was supposed to be fixed so I called RotoRooter on April 28 2022 because I had dug under that area and found the same pipe spewing water and now it was filling up the hole faster. I had to call RotoRooter numerous times, going into Friday April 29, fearful I would have a pond in my backyard and no one seemed to be able to get anyone out, probably because it was a warranty issue. Finally I got the most disgusting call from **** the manager who said they had no intentions to send anyone out and to stop calling because they would not dispatch anyone. I had a one year warranty and the issue was not resolved. I had to call another plumbing company and what the problem was all the time was I needed a new service just to my office behind the house. That is where the pipe was leading to not to anything to the main house. So **** had totally misdiagnosed the problem and I really never needed to get a new service to the main house at all. This company does not honor their warranties and does not care about their clients. They never capped the broken pipe like **** swore up and down was done. Very poor business practices.

  Business Response

  Date: 05/10/2022

  *** ***** had work completed last year. Her issues are not a result of the work done or performed. She has ground water issues which are out of Roter Rooter scope. This has been explained multiple times by our Excavation Manager and myself the GM. *** ***** has been verbally abusive to our office staff and to our dispatch making. At this time there is nothing that Roto Rooter can do to resolve her issues .

   

  Thank you

  Customer Answer

  Date: 05/10/2022

  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,
  
  ******** ****r

  In regards to the response from RotoRooter, the manager is lying and never once did they inform me 
  they could not deal with my leaking pipe.  They made up that I needed a new line to resolve the leak in my yard.  They should have told me then they could do nothing for me.  The manager is lying.  Ask him to supply my calls and you will see I was only pleading for someone to come out because the original cause of my getting the new service which I was lead to believe would alleviate the water leak in my yard was never resolved and I was under warranty.  When you call they say they will tell the dispatcher and no one calls back mean while your yard is filling with water.  I have a voicemail left by Rick who was very nasty never explaining anything to me just no one was going to come and stop calling.  I kept that call on my phone.  I am a senior citizen and this company needs to be stopped from ripping people off and then lying about it.

  Business Response

  Date: 05/10/2022

  Our position is the same as our initial response. Thank you

  Business Response

  Date: 05/11/2022

  The customer had a ground water issue . Natural rain water not draining. She was made aware of this. This is outside the scope of work that Roto Rooter offers 

  Customer Answer

  Date: 05/12/2022

  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,
  
  ******** ****r
  

  Business Response

  Date: 05/18/2022

  Our position on this still stands as previously stated.

  Customer Answer

  Date: 05/21/2022

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

  Customer Answer

  Date: 06/06/2022

  I have been satisfied.   RotoRooter will be sending me a check in ten days for the full amount.   

• Initial Complaint

  Date:05/09/2022

  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.

  Paid over 8K to fix my sewer problem. Was told I needed a clean out. Another Plumber told me I already had a cleanout. After paying company they said it did not solve my issue and it would involve a cost 3x what I had already paid. They came back to back fill the large hole in my yard and complete the unnecessary Clean out and began to pump raw sewage into the street. The city of Marengo stopped them and contacted the EPA for this violation. At this point all I want is my money back for the unnecessary digging in my yard and repair of the sewer pipe they broke. They will not give me a refund and nobody will call me back. This occurred on May 5th thru May 8th.

  Business Response

  Date: 05/10/2022

  Roto-Rooter has spoken with this customer regarding their complaint. We have apologized for the delay in response; however, our corporate offices are only open standard business hours 9am-5pm Monday – Friday. Unfortunately, May 7th & 8th were weekends but the customer was addressed promptly Monday May 9th.

  
  As discussed with the customer, per the proposal given, attached for reference, the cleanout installation was not the sole purpose of the excavation. Rather, the excavation was proposed for a spot repair of the main sewer line due to a blockage preventing sanitary flow. Illinois Department of Public Health requires an exterior cleanout access on the main sewer line. The existing cleanout in the crawlspace would not constitute as an exterior access, so Roto-Rooter included the installation of the exterior cleanout in the proposal to bring the property up to proper Illinois plumbing code.

  
  Regarding concerns with the inability to fully resolve the drainage issue, Roto-Rooter only proposed a spot repair, which is repair/replacement of a “spot” or section on the main sewer line. This should not be confused with a full line replacement. Per the included video inspection form, initialed by the customer for confirmation of disclosure, “Roto-Rooter will repair or replace a section of the sewer line. We will jet clean (when appropriate) and video the remainder of the line. If we discover problems in other parts of the line during this work, we will notify you, and at your request provide a proposal and cost estimate for additional work”. Secondly, per the included proposal, signed by the customer, “If any additional work needs to be performed, all terms will be explained and agreed upon in writing”

  
  Unfortunately, the customer has additional problems in the main sewer line. These issues are further down the line, or “past/after” the section advised by Roto-Rooter. Per the video inspection form, initialed by the customer to confirm disclosure, “We were unable to inspect the line by camera because of obstructions, sewage, or water in the line”. Roto-Rooter was unable to pass the initial compromised section, so we were unable to advise on the additional issues in the line after that compromised section. Roto-Rooter attempted to jet the line per the proposal; however, due to the additional issues farther down the sewer line, the stream was unable to drain into the city sewer resulting in a backflow/backup into the excavation site.

  
  In this instance, as it was advised to the customer, on numerous, documented instances that there was possibility for additional issues in other sections on the line, a refund is not due. However, as a courtesy to the customer, Roto-Rooter has advised we will offer a 50% discount on service with receipt of our signed refund release. The signed release is necessary as the customer has financed the full total of the excavation. Upon receipt of the signed release, it will be provided to the lender to evidence the adjustment to final financed total. Email chain attached for reference. To date, the customer has not returned the signed release; therefore, the courtesy discount has not been applied. Unfortunately, failure to respond with the signed release will result in the full total for services rendered being charged and due.

• Initial Complaint

  Date:05/04/2022

  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.

  Rotor-Rooter came out to service a back up sewer line.The first we noticed was the basement had flooded in an inch of raw sewerage. The first tech tried his hardest but could not resolve the issue as he could not get the snake outside the property and there were no clean outs outside the property. Next step was to engage to get clean outs installed which I signed for at a cost of $6000. They installed the clean outs and in the process broke my water supply line. I got a call from the team doing the work at this point and their first question to me was have you noticed your water bills are high. My neighbor was out in his front yard at the time and thought this was an odd question. My water had never been over $35 per month and I have a pool. It's now nearly $200 for the month of April. With the clean outs installed roto-rooter then proceeded to video the pipe, I was told that their was root growth and this had blocked the line. They suggested full line replacement at a cost of $12000. I declined, they then offered another service to clear the lines of roots, this estimate was a round $7000. I also declined this as asked for them to just clear the blockage with a snake as I had originally called them out to do. I was told the problem was resolved and we returned to the property the next day, after the cleanup in the sewer was complete. The next morning the basement was flooded in sewerage again. I went to Home Depot rented a big snake, the problem hasn't reoccured. Roto-Rooter lied to me at many points during the process trying to upsell me on very expensive services I just didn't need. They have not put back all the pipes they disturbed in my basement and I have contracted another plumber to remediate at significant cost. My water line is still broken which they broke and I've had an estimate for $2000 to repair. 8 weeks later I still haven't had a response from them.

  Business Response

  Date: 05/11/2022

  After review it was discovered that Roto Rooter is not responsible for the pre-existing aged galvanized water line that was installed originally when the home was built. We completed work on the sewer line and the area that is affected on the water line is 10-15 feet away from where the work was performed. It is not possible that the work we had performed resulted in the damaged water line. Photos and in person site visits were completed and shared with the customer and their family. We offered a discounted solution to take care of the problem but it was denied by the customer. The customers issue regarding their sewer line was resolved by the work we completed.

   

  We have taken care to resolve this customers dispute but we are not at fault.

• Initial Complaint

  Date:05/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May-12/2022, toilet flushing lever was malfunctioning, replaced & worked for few time and made payment $ 250 and failed to keep working so called back same tech came in and made adjustment again it worked but failed to to function as it must. all these work has 12 months warranty so i called back to Roto rooter ###-###-#### and receptionist told me that it will be $ 69 charge which is not a real business practice as same work was not properly done and did not finish it properly. TEch name is *******. if work has warranty of 12 months and not resolved within two time calls and asking for extra charge for 3rd call is completely out of regular practice. work done on 05/2/22, around 9am 1st time, recalled at 3pm and i was upset so did not have confidence on them for 3rd time as they asking for extra charge of $69 .

  Business Response

  Date: 05/11/2022

  Roto-Rooter has spoken to this customer regarding their complaint. The customer is correct, Roto-Rooter should not have attempted to charge a trip fee for the warranty visit. We do not charge customers for warranty visits. We have apologized for this inconsistency and have worked with the representative to ensure they are up to date on the proper procedures.

  
  Regarding concerns with the repair itself, unfortunately the customer needs a new toilet to fully resolve the issues experienced. The customer understood but does not want to proceed with the replacement at this time. For his inconvenience he was refunded $50. Should the customer decide to move forward with the toilet replacement before 6/2/22, 1 month from original service, Roto-Rooter is happy to apply the $200 already paid towards the cost of the replacement.