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:08/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had a overflowed toilet in the basement with some sewage. Called Roto Rooter as this was the only place that was open on a Sunday. ***** came out and basically 'sold" me a contract. He said the total was 10080. Great-the cleanup crew came out and did the following:
  
  1. Take Up all carpet tiles
  2. Cut drywall as there could be mold in the wall.
  3. Take out toilet
  4. Jackhammer the basement as they needed to take out the pipe.
  
  Paid the 10080 and 3 weeks later, received a threatening bill that said we owed 13000. I called and told her we paid the bill but this was an extra 13k! We had no notice of this at all. Apparently, the mitigation is extra and NONE of this was discussed with us. We had no idea or we would not have agreed to this. The ONLY thing I signed was an estimate between 6k-12k and i thought this was for ALL work as this was not ever explained to me and we had no idea about the extra 13k.
  
  Also, when the mitigation workers were done, they had me initial the tablet for the work. I was on a work call as well. Little did I know that on one of the MANY pages it said 13k. This was not shown to me or ever discussed.
  
  At this time, they want to settle for 11k. I do not have this as the insurance gave me:
  
  10080 -paid the original bill with this (thought we were done)
  ***** **** 
  This is also what I need to use for the basement fix up!
  We have tried working with Roto Rooter and they are threatening, rude and do not return calls! I have asked many times for a call to discuss and ***** (who I was dealing with ignored my VM and emails asking for a call).
  
  Today (8/16) we got a supervisor on the phone. He said if we don't settle for 9000 today, he will up it to 11k. I don't even get this logic!
  
  I have offered to pay 6K. Even with this, we are now 5K out of pocket for the basement fix up.
  
  Please assist us. I can be reached at 4*********. ****** and ***** **********

  Business Response

  Date: 08/30/2022

  Branch settled for $9,000. Customer agreed and paid via check on 8/18. 

  Business Response

  Date: 08/30/2022

  Branch settled for $9,000. Customer agreed and paid via check on 8/18. 

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

   

  We paid the $9000 because we were getting threatening emails and letters!We did not want a bad credit rating so we just paid it. I have also repeatedly asked for roto footer to come out and cut down the pipe in my front yard. I was told repeatedly they would come out but they never did.

   

  this was such a poor experience with roto rooter. They are crooks and take advantage of people to get a sale. Absolute disgrace. 

  Business Response

  Date: 09/08/2022

  To whom it may concern, 

   

  Roto-Rooter came down on the amount the customer had on a remaining balance and stop all collection attempts. Roto-Rooter will send a person to look at the pipe out front but we believe it is code for the height of the pipe.

  Customer Answer

  Date: 09/08/2022

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

   

  1. Roto Rooter told us we owed $10080. We paid. Then got a bill for the rest? We were never told about this “extra” bill. They are saying they came down but we didn’t even know we had to pay more! An absolute disgrace if a company and only looking to “sell.” 
  2. When will someone come and cut down the pipe? After many contacts asking we were ignored. In addition we found rusted metal pipe in the pile of dirt they left. Not dangerous at all right?

   

  I already paid so I know we won’t get anything back. 
  BBB can this please be made public so other people can protect themselves from this crook of a company?

  Customer Answer

  Date: 09/08/2022

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

   

  1. Roto Rooter told us we owed $10080. We paid. Then got a bill for the rest? We were never told about this “extra” bill. They are saying they came down but we didn’t even know we had to pay more! An absolute disgrace if a company and only looking to “sell.” 
  2. When will someone come and cut down the pipe? After many contacts asking we were ignored. In addition we found rusted metal pipe in the pile of dirt they left. Not dangerous at all right?

   

  I already paid so I know we won’t get anything back. 
  BBB can this please be made public so other people can protect themselves from this crook of a company?

  Business Response

  Date: 09/12/2022

  Plumbing manager spoke To customer and apologized for delay in getting a supervisor to inspect the pipe. Branch set up for Supervisor to address the site tomorrow.

   

  All billing concerns have been settled.
  

  Business Response

  Date: 09/12/2022

  Plumbing manager spoke To customer and apologized for delay in getting a supervisor to inspect the pipe. Branch set up for Supervisor to address the site tomorrow.

   

  All billing concerns have been settled.
  

• Initial Complaint

  Date:08/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called Roto rooters for a camera inspection with video paid $530 and did not receive video. Contacted the manager who stated we paid for snaking the toilet which is not what we asked. Plumber that came to our house said the $530 was for the video inspection and snaking came with it. Field technician says the camera inspection was free and didn’t have video. Company is not willing to make it right by us to either refund is for the charge or send a technician back to do what we asked to be completed. I had to pay another company to come out to complete the job which costed us an extra $300. I feel this company scammed us by not being transparent and deceiving us to charge for service that we’re not requested. We did not need the line to be snaked we had already done that three times and we informed he technician on site that we had already done that but he lied to us saying the $530 we paid was for the video when he was charging us for something else.

  Business Response

  Date: 08/16/2022

  Explained our procedure to the customer that we do a free camera inspection however, the camera footage to be given to the customer is an additional fee.

  Customer Answer

  Date: 08/16/2022

   

  I do not accept the resolution because Roto Rooter did not mention at any given point that the camera inspection was free or that there was an additional charge for camera coverage. We called them for a camera inspection and they sent us a regular technician who lied to us and said that the $530 we paid for was for the camera inspection and snaking the drain came with it. Prior to snaking the drains we told the technician several times that we didn't need snaking the drains because my husband had already done that. instead of being honest and transparent with me about the free camera inspection he chose to lie, charged us $530 for something completely different than what we asked and now the company expect us to be okay paying for something we didn't agree to. when we paid the $530 we were paying for the camera inspection with video not a snaking of our drains.  

  I spoke to the field technician who actually came out with the camera 5 days after the visit and he was the one that told me the camera inspection was free. customer care when we called to make the appointment and the first technician on site had plenty of time to let us know the camera inspection was free without video or that there was a charge if we wanted the video. that shows they intentionally meant to charge us for anything else just to make money off of us. If they told us the camera inspection was $650 wit video, explain why I would agree to pay $530 without video? makes absolutely no sense at all. the company needs to be held account for the fraudulent and unethical acts they take. I should not have to pay for a service i did not request. 

  This was not an act of accident or misunderstand, it was an unethical behavior where the company lied and charged the consumer for service that was not requested nor required. I had to called multiple times to even get a response when I did get on hold of someone, I was told something different by  every  person I spoke to. Once again, this shows unprofessionalism from Roto rooters and the consumer should not be penalized for their lack of ethics. I should get my money back since they lied to us and charged us for service we didnt need. 
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******** ********
  
  

• Initial Complaint

  Date:08/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We called roto rooter for a leak we had through the walls in our house. B they sent an employee specialist out who told us he'd handle the insurance aspect and not to worry about it. The plumber cameb and fixed the leak, the water restoration came and started tearing dry wall down. It was never explained to us what they were doing. But the whole time our employee specialist assured us not to worry insurance will cover everything, even when we worried about being able to afford the work. My wife was 37 weeks pregnant at the time and I feel like they took advantage of this to get the work done with little questioning. Web revived a bill after the work was done, reached out again to the employee specialist and he assured us not to worry that it was just sent to us for our records and the actual bill was sent to the insurance company (state farm). We eventually receive a payment from state farm which was far less than the bill from roto rooter, the agent told us this was to fix the dry wall and other issues that needed replaced after roto rooter finished. We now are being called my roto rooter daily for the total payment amount which we do not have. I feel very misled by this company and feel they used the fact that we were expecting the baby any day to expedite the work without really going over everything with us. We were told multiple times not to worry insurance will cover everything and now here we are being threatened with insurance fraud if we don't pay the $5k which there is no way we can afford.

  Business Response

  Date: 08/16/2022

  We have been making several attempts to reach the Valentines via phone with no answer, and no return calls. We had negotiated there restoration with Sate Farm and were told by their adjuster a check had been sent to the customer. At this time, that check was to be turned over to us, or deposited and a credit card payment made by the customer to satisfy the bill. We finally had to go the customer's home to inquire as to what was going on with the payment made by the insurance company at which time we were told the money was spent and they were unable to resolve the bill. What we are asking for is that the money sent by the insurance company in payment of the worked performed by us is turned over to us. Any adjustments to the original invoice were negotiated between Roto Rooter and State Farm, and the agreed amount was sent to the customer less their deductible. We are almost at 90 days since time of service. 

  Customer Answer

  Date: 08/16/2022

  ****** ******** *******
  
  
  
  
  
  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 whole time we were assured we wouldn't have to pay out of pocket, even when the him was received from roto rooter we were told not to worry about it, that it was being sent to insurance. The expectation of payment was never explained properly. I
  
  I wasn't aware of their attempts to reach me until yesterday as my brother was in a terrible accident and has been fighting got his life, so I haven't been checking my phone. I asked to do a payment plan which they denied. There is no other option I have to pay them. Again, I feel like we were rushed into them doing this with and misguided the whole way.
  
  Regards,
  
  
  
  
  
  ****** *********
  
  
  
  

• Initial Complaint

  Date:08/15/2022

  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 08/12/2022, I made a service call to this company to unclog a sewer line in my downstairs bathroom which was backing up when I flushed or took a shower upstairs. A plumber was sent out around 2:30 pm.. The plumber removed the toilet and used his snake to clear the clog. I told him that the pipe is on the top of the house where he had to push down the snake to clear the line. The plumber told me that they don’t go on top of houses anymore because if they fall, it would be the property owner’s liability. The plumber charged $852 but decided that he’ll give me a senior’s discount. I was desperate to get my line cleared because I need my utilities to use because I’m a woman and I also have children in the house. The plumber didn’t go outside to do anything however, a few hours later he told me that he was finished. I asked him twice if I can use the shower and flush the toilet, he told me yes. He also informed me that the sewer line is collapsed and then he tried to convince me to finance the repairs through them which would cost $11,440. I told him I’m not going to think about that right now because I was in the process of refinancing. He told me to cancel my refinance and do the repairs as soon as possible. I again told him that at the present moment I needed the sewer cleared so I can use it. The plumber still insisted on me getting the outside lines fixed and drew up a finance plan and an application for me to finance the outside project. I declined the application. I paid the plumber $700 which I did in 2 payments $300 by debit card and $400 cash. The plumber cut a hole in my bathroom wall without informing me. and then used a peice of white board that he pushed into the hole to cover it. I called the company three times and w as told that I paid $700 for the plumber to come in and snake the toilet and that was a service fee. I was told that if they don’t charge the customer then they won’t be in business. This information wasn’t given to me when I called

  Business Response

  Date: 08/18/2022

  Spoke with customer and resolved the issue. The work than can be done is completed. Customer has been given a proposal for a permanent solution that she has declined. After speaking with the customer today and going over everything, she is satisfied. 

  Customer Answer

  Date: 08/23/2022

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

  Good afternoon, 
  

  This business has not settled or resolved the problem because, I spoke to manager Corey in Saturday 8/20/22 and he told me that he was going to issue a refund of my $300 to my debit card immediately and he’ll send a message to the corporate office fir them to issue me a check for the $400 I paid in cash. As of today 8/23/22, I still haven’t seen my money in my account and I’m hoping that my check would already be in the mail. 
  Until I receive my monies back, I wouldn’t say that this matter is resolved.
  

  Thanking you kindly for your prompt attention and diligence concerning this issue 
  

  Sincerely 
  

  ***** ****** 
  
  

  Business Response

  Date: 08/25/2022

  Spoke with customer and resolved the issue. The work than can be done is completed. Customer has been given a proposal for a permanent solution that she has declined. After speaking with the customer toda, she explained that she did not mean to say that we have not resolved her issue. Customer is satisfied with the resolution.

  Customer Answer

  Date: 08/29/2022

  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. 
  

  I received my refund if $300 to my account waiting on my check of $400 that was paid in cash which I was told might take a couple weeks 
  
  
  
  Regards,
  
  
  
  ***** ******
  
  

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This issue has not been resolved to date. This complaint is for use of deceitful business practices by a representative of Roto-Rooter Services Company, unreasonable & fraudulent work services provided by Roto-Rooter, & the issuance of an improper invoice for over $12K that contains overbilling. Water damage was limited to a single stud & connected top plate & bottom plate, & drywall behind & in front of that stud from a faulty toilet wax ring. A Field Supervisor with Roto-Rooter during the initial consultation & in multiple instances of later communication with the Homeowner assured her that she needn’t worry about the costs involved with any services provided as the Homeowner’s insurance company would cover all the costs minus any deductible. She cited her experience & familiarity with this type of water incident over & over, personally affirming to the Homeowner who communicated a lack of funds to pay for any expensive repairs that the insurance company would pay & that she’d work directly with them to ensure that happened. This deceitful practice duped the Homeowner into believing there was no personal financial risk with proceeding with the start of water mitigation services by Roto-Rooter. Prior to the start of work, the Field Agent did not share an estimate of the cost and did not properly describe or disclose the paperwork the Homeowner was signing via electronic signature, assuring them it was all standard and would simply allow them to communicate directly with the insurance company. In addition, as can be seen in pictures and communicated by multiple industry professionals (plumber, general contractor, Insurance Claim Supervisor) Roto-Rooter engaged in exaggerated tear-down to generate a false and inflated claim for work from 6/6 - 6/13/22. The amount of destructive tear-down was well away from the water damage and included materials that could not reasonably have been damaged by water. This extra work increased demolition and disposal costs.

  Business Response

  Date: 08/20/2022

  We are currently conducting an internal assessment of the work performed at the premises of *** ******.

  We have attempted to reach *** ****** concerning his issue with the water restoration work completed at his premises but have been unable to reach him to resolve any and all issues he may have. We have called on 8/18, 8/19 & 8/20 and also emailed on 8/19 & 8/20.

   

  We are open to resolve the matter but need assistance reaching the customer.

   

   

• Initial Complaint

  Date:08/12/2022

  Type:Sales and Advertising 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.

  I own a rental condo at unit ****, *** ****** ****** **** *** ******** ** *****. The condo had a flood stemming from a leak from plumbing, and the floor and walls were damaged. I needed water mitigation services ASAP and called Roto Rooter (RR). Their rep verbally said their services would be covered by insurance, for which I have condo homeowners through ********* and there is also HOA insurance through ******. I signed the RR contract on 5/17/22 in order to begin the mitigation work, while filing the appropriate claims with the insurance carriers. After the services were performed, all parties disagreed on the scope and cost of the services. ********* estimated the water mitigation at $4,924, ****** (using a mitigation firm called ***** ******) estimated it to be $5,361, and RR demands $6,728, a difference of $1,367 or 20% of the RR bill. The parties have alleged a lack of negotiation, ignoring phone calls and emails, etc. Unfortunately, the contract I signed gives RR the right to bill me anything they desire above what the insurance company estimates, but I was in an emergency situation needing water mitigation services. Yet there are 2 insurance companies saying the amount should be less, and there is a question of whether the parties made appropriate efforts to negotiate in good faith. How can there be such a difference in scope and cost? I am the innocent victim in the middle here and request the help of BBB to resolve this to everyone's satisfaction. It seems that RR and the insurance company should be able to agree on a reasonable amount for RR services. I am currently willing to pay the $5,361 but RR is threatening legal action for the balance. Please help resolve this, thank you.

  Business Response

  Date: 08/18/2022

  Reviewing the email chains of collection and negotiation discussions with the customer, insurance company and the HOA.  Called the customer and opted to credit the amount ($1327) back to the customer in an effort minimize any further delays and to minimize customer service deterioration with our customer going forward.  Customer was happy with the service provided. 

  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.  However, as of 8/25/22, we have yet to see the credit hit the applicable card statement.  We do have 2 emails from the person we who offered the credit and he says it will be issued, so we assume it is in process.  But still waiting.  Once we get it, we will be satisfied.
  
  
  
  Regards,
  
  
  
  ***** *****
  

• Initial Complaint

  Date:08/11/2022

  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.

  In April of 2022 I had Roto-Rooter (Lic#**********)come out to replace a section of sewer pipe and install a clean out for $10,900.(Ticket# ***********) While performing the job the machinery they were using ran into the side of my garage damaging the roof and some of the siding. After getting estimates for the repairs I had to settle for the $1200 they were willing to pay. After about a month my sewer pipe was totally clogged and they had to come out and re jet it. After about 2 weeks later they had to come out and re jet it again for being clogged. This time they are telling me I need to replace the rest of my pipe totaling another $13,000. If they had ran the camera after fixing the pipe the first time they should have noticed a second problem. After calling the ****** Building Department (###-###-####)I found out that they had done the sewer pipe and clean out job without getting a permit with the city or getting the pipe inspected to make sure it was up to code. This was a very unprofessional job and has left me yet again with a clogged sewer pipe. Please call if you need any more information about this issue.Attached is the original contract and the new estimate for a second repair totaling $23,900. Thank you **** ###-###-#### Address: *** * ******** *** ******* ** *****

  Business Response

  Date: 08/11/2022

  Roto-Rooter performed a spot repair of only 10ft in length on
  the main sewer line for the property. It has been explained to *** ***** on
  multiple occasions that this was not a full line replacement; therefore, any
  additional problems, in any other sections of the main sewer line, are not
  included in the cost of this excavation. Roto-Rooter returned to this property
  to hydro-jet the line on 2 separate occasions at no additional cost to the
  customer prior to advising on the additional compromise. While we understand the
  frustration for the delay in advising on the additional compromise further down
  the line, that does not make Roto-Rooter responsible for the cost of the repairs.
  As a courtesy for the delay in advising on the additional problem, $2,000 was
  reduced from the second proposal, from $15,000 to $13,000. Roto-Rooter believes
  a two-thousand-dollar discount is an above average offer for the delay and will
  not discount any further.

  
  Regarding damages to the garage. Please see attached photo
  of the damage and the proposal for repairs provided by *** *****. As you can
  see by the photo, there was a 1ft section of roofing damaged by the bobcat
  during excavation. There is no damage to the siding. *** ***** attempted to
  defraud Roto-Rooter by providing a $6000.00+ repair proposal including 161
  square feet of siding replacement, 180 square feet of barrier replacement, and
  66 linear feet of shingle replacement. *** ***** attempted threats of slander
  and litigation when this proposal was denied as fraudulent. For the 1ft of damage
  to the roof Roto-Rooter compensated *** ***** $1,200 which is above the national
  average for roof repairs.

  
  It has been advised to *** ***** Roto-Rooter is working
  directly with the city regarding permitting. Roto-Rooter has already been in
  contact with his municipality and the permitting process was already in place.
  It has been advised to *** ***** that once the permit is given to Roto-Rooter we
  will provide a copy for his records.

  
  To confirm, *** ***** only had a 10ft section of his main
  sewer line replaced. Unfortunately, *** ***** has a larger compromise further
  down the line in separate section of his main sewer line. Roto-Rooter has offered
  a $2,000.00 discount on the second proposal due to delay in advising. This is
  the extent of the offer Roto-Rooter will provide. *** ***** attempted to
  defraud Roto-Rooter with a proposal listing repairs far above that of the
  damage done by Roto-Rooter. Roto-Rooter has paid *** ***** $1,200.00 for the
  damage to the garage despite his attempt to illicit additional repairs not
  damaged by Roto-Rooter.
  While we understand the frustration of sewer line damages/repairs,
  Roto-Rooter has been in constant communication with *** ***** and has offered
  an above average discount on the additional repairs needed. For the reasons
  stated we consider this complaint resolved. 

  Customer Answer

  Date: 08/12/2022

  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.

  I have spoken to the ****** Building inspector again today and they have confirmed that Roto-Rooter did not contact them regarding a permit or contact them to get the pipe inspected to make sure it was up to code for the city of ******. They informed me that before any work is to be done there need to be a permit posted on the front of my house and after the job had been sealed up there needs to be an inspection done. I would like to know who Roto-Rooter claims to be in contact with. I have talked to both Cathy & Jennifer at the ****** Building Dept & Inspector(###-###-####). I have attached a copy of an Email I received regarding the permit. I would urge the BBB to reach out to them to verify my claims. They also said they will be sending me copies of their license and had mentioned filing a complaint against it as well. I also attached a picture of the damaged to my siding since they claimed there was no damages to any siding. The estimate they received was from the contractor my home insurance State Farm recommended that they use. I am not a contractor and have no knowledge of these things so I told them of the damages and they went from there. If there was any thought that I was trying to get an inflated estimate why then didn't Roto-Rooter send out their own person to do the estimate? Again I urge the BBB to call the ******* ** Building Dept/Inspector and see for your self there was never a permit given for the work that was done and no inspection to show the work was done to the city's code.

  
  
  Regards,
  
  
  
  **** *****
  
  

  Business Response

  Date: 08/18/2022

  Roto-Rooter can confirm receipt of permit. Included here for
  reference. Inspection date was originally set for 8/15/2022; however, at the
  request of *** *****, that date has been pushed back to 8/26/2022.

  
  Regarding siding, as evidenced by the photo provided by Mr.
  *****, there is not 161 sq feet of damage as the repair proposal *** *****
  submitted attempted to illicit from Roto-Rooter. Unfortunately, Roto-Rooter is
  a licensed plumbing company, not a licensed contractor, we are unable to
  provide quotes for repairs outside of our scope of practice. Payment of $1,200
  has already been issued to *** ***** for damages.

  
  Regarding landscaping concerns, Roto-Rooter will leave the site
  with a mounded finish to account for settling and return the remaining working area to its
  original condition prior to exposing the pipe. Roto-Rooter will not accept responsibility
  for the entirety of the yard/lawn/property. Roto-Rooter will take extreme caution
  to avoid any unnecessary damages to lawn/grass/property while service is being performed.
  Roto-Rooter will accept responsibility for any damages should they occur in the
  area utilized by our technicians while performing service. Roto-Rooter will not
  accept responsibility for any existing condition(s) of the yard/lawn/grass/property.

  Customer Answer

  Date: 08/20/2022

  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
  called Roto-rooter to repair my sewer pipe that was backed up and leaking into my basement. They
  came out and replaced a section of pipe WITHOUT a permit and then sealed up the ground WITHOUT getting the pipe inspected to the City of
  ****** code. They had never check there repair after doing the job
  which resulted in my sewer pipe backing up 3 more times afterward,
  and now claim there is an issue is farther down the pipe. Now about 4-1/2 months later I have to again get my yard destroyed again and have
  a giant pile of dirt in the middle of my yard because they never
  followed the ****** City building department requirements before
  doing the job. They ran into the side on my garage with the
  excavation equipment and snagged my power wires leading to the house which is another possibly with them coming out
  exhume the pipe for inspection. And in regards to me rescheduling the
  inspection date, I didn't received a call from Roto-Rooter until
  12:57pm Monday 8/15/22 when the said they were calling to see when
  the inspector would be available for the inspection. I had taken the
  day off work (8/15/022) and told them if I could not get the job done
  8/15 then they would have to schedule it for 8/26/22 because I would
  not be able to take another day off of work that week without getting
  in trouble. I feel that the BBB needs to take the appropriate steps
  in ensuring my story has been told and a derogatory mark be place on
  the Roto-Rooter company for their unprofessional and blatant
  disregard for my local City code enforcement policies and
  procedures.  I have attached a few Pics showing what I had to clean up from the first time they came to my house to dig up my sewer and them snagging my power wires. I will update the findings when they return to exhume and inspect the pipe on 8/26/22.

  
  Regards,
  
  
  
  **** *****
  
  

  Business Response

  Date: 08/25/2022

  Roto-Rooter understands dealing with sewer related issues
  can be frustrating and expensive, especially when there are multiple problems
  needing repair. While we understand the frustration, Roto-Rooter has already
  responded and addressed these concerns with *** ***** directly as well as in
  response in this forum. We will reiterate again below for clarity. Email chain attached
  and contracts attached for review.

  
  Permit has been issued and inspection is scheduled for 8/26. ****** has no issue with this timing and has issued no penalty for the delays in scheduling. While we can understand *** ******* concern, if the regulating body, The City of ******, has no issue then Roto-Rooter considers this portion of the complaint resolved.

  
  The additional backups on the property are not a result of not having a permit, but, rather, is the result of a main sewer line in severely poor condition. Roto-Rooter is not responsible for this existing poor condition as property maintenance and condition remain with the property owner.

  
  Roto-Rooter performed a spot repair of only 10ft in length on the main sewer line for the property. Please refer to contracts signed by *** *****, highlighted. It has been explained to *** ***** on multiple occasions that this was not a full line replacement; therefore, any additional problems, in any other sections of the main sewer line, are not included in the cost of this excavation.

  
  Per Video Inspection form attached, initialed and signed by *** *****, we disclosed prior to performing service, “Roto-Rooter was unable to inspect the line by camera because of obstructions”. We further disclose, “Roto-Rooter will repair or replace a section of sewer line….If we discover problems in other parts of the line we will notify you and provide a proposal and cost estimate for any additional work.”. Unfortunately, in this instance, after the 10ft section repaired there is another 30ft of compromised line. This additional compromise, in an entirely separate section of pipe, is not the responsibility of Roto-Rooter to repair. Roto-Rooter has provided a cost estimate for those repairs with a discount.

  
  Roto-Rooter returned to this property to hydro-jet the line on 2 separate occasions due to subsequent backups. Roto-Rooter performed both services at no additional cost to the customer. While we understand the frustration for the delay in advising on the additional compromise further down the line, that does not make Roto-Rooter responsible for the cost of those repairs. As a courtesy for the delay in advising on the additional problem, $2,000 was reduced from the second proposal, from $15,000 to $13,000. Roto-Rooter believes a two-thousand-dollar discount is an above average offer for the delay and will not discount any further.

  
  Regarding landscaping concerns due to a new excavation site for inspection, Roto-Rooter has already agreed to cover cost of any additional landscaping issues resulting from our work in the previous response. We will reiterate, “Roto-Rooter will leave the site with a mounded finish to account for settling and return the working area to its original condition prior to exposing the pipe. Roto-Rooter will not accept responsibility for the entirety of the yard/lawn/property. Roto-Rooter will take extreme caution to avoid any unnecessary damages to lawn/grass/property while service is being performed. Roto-Rooter will accept responsibility for any damages should they occur in the area utilized by our technicians while performing service. Roto-Rooter will not accept responsibility for any existing condition(s) of the yard/lawn/grass/property.”

  
  Regarding damage to the garage, it has already been evidenced to *** ***** and in this forum that *** ***** attempted to defraud Roto-Rooter by providing a repair estimate for $6k+ including 161sq ft of siding, 180sq ft of barrier replacement, 66linear ft of shingle replacement, 90linear ft of drip edge when the damaged area was only appx 1ft in length. Despite this attempt to illicit unwarranted repairs, Roto-Rooter issued $1,200 to *** ***** for damages which is above the national average for roof repairs.

  
  Regarding previous landscaping concerns, it is advised prior to performing any excavation, Roto-Rooter is not responsible for landscaping issues. It is signed and initialed by *** ***** in multiple locations. Roto-Rooter advised on the Landscape Agreement that “rain, sleet, snow, etc will adversely affect the work and surrounding areas in a negative way…If the decision is made to continue Roto-Rooter will not accept any responsibility for damages to landscaping, grass, etc…”. Also advised, and initialed by *** *****, “RR will be using large heavy equipment that may leave ruts, mud, or cause other damage to the yard. RR is not responsible for the repair of such damage”.. It is confirmed ****** Indiana experienced rains 3/30/22 into 3/31/22. The damages claimed are not negligent acts by Roto-Rooter, but, rather, the result of weather and the heavy machinery needed to perform service.

  
  Roto-Rooter understands this customer is frustrated but
  considers this complaint closed. We have already addressed these precise concerns
  directly with *** ***** and also in the forum previously. We have provided a
  cost estimate for additional repairs with a discount on the final total. We have
  accepted responsibility for the cost of any landscaping damage to the area of
  the new work site. We have issued payment for the damage to the garage despite
  the blatant attempt at fraud by *** *****. Roto-Rooter will offer nothing
  additional to *** *****, $2,000 discount on additional repair and landscaping
  repair of the new dig site will be the extent of our offers.

  Customer Answer

  Date: 08/30/2022

  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.
  
  This is a quote for the previous message sent from Roto rooter:

  "Roto-Rooter performed a spot repair of only 10ft in length on the main sewer line for the property. Please refer to contracts signed by *** *****, highlighted. It has been explained to *** ***** on multiple occasions that this was not a full line replacement; therefore, any additional problems, in any other sections of the main sewer line, are not included in the cost of this excavation."

  " Unfortunately, in this instance, after the 10ft section repaired there is another 30ft of compromised line. This additional compromise, in an entirely separate section of pipe, is not the responsibility of Roto-Rooter to repair. Roto-Rooter has provided a cost estimate for those repairs with a discount."

  In both of these above statements it is mentioned twice that Roto rooter had replaced a 10ft section of sewer pipe, When in fact they only replaced a 2ft section as you can plainly tell on the attached picture from the inspection done Mon 8/29/22. That would leave me 8 more feet of pipe that should have been replaced since RR is telling me that the other 30ft of pipe is also compromised. The contract plainly states that the would replace up to 10ft of compromised pipe when in fact the only did 2ft, leaving me with an additional 30ft of compromised pipe instead of 22ft. They had also caused more damage to my yard doing the inspection that they should have done 4 months if they would have gotten a permit and inspection like the City of ****** requires. So I ended up paying $10,900 to replace 2ft of pipe not the 10ft that they should have replaced since they claim that the rest of my pipe is compromised as well. Maybe they can refund me the cost of the other 8ft section of pipe that wasn't replaced? Roto Rooter is an unprofessional & dishonest company.

  Regards,
  
  
  
  **** *****
  
  

  Business Response

  Date: 08/30/2022

  In response to this rejection, and as a final attempt at
  customer service, Roto-Rooter has reached out to *** ***** to offer compensation
  of $1,500 for additional landscaping repairs and any inconveniences.

  
  The contract clearly states Roto-Rooter was unable to view
  the entirety of the line. This means, Roto-Rooter could not see past the compromised
  section. This means Roto-Rooter was unable to see the 30ft belly due to the
  severe sludge build up. This was all disclosed to *** ***** prior to proceeding
  with the excavation and cleanout installation. He has signed and initialed in
  all places where this is referenced in the contracts to confirm acknowledgement.
  Roto-Rooter understands the frustration of major sewer line issues; however, as
  we have disclosed multiple times that we were unable to view the entirety of
  the line; and therefore, could not advise on the remaining condition, Roto-Rooter
  is not responsible for the poor existing condition of *** ******* sewer line nor
  is the poor condition of *** ******* sewer line evidence of Roto-Rooter being
  unprofessional and dishonest.

  
  Roto-Rooter proposed up to 10ft of pipe replacement.  As we were unable to view any section of pipe
  after the initial compromised area, that up to 10ft referenced would have been
  before the cleanout placement, not after – because we could not even view the section
  of pipe after. After the cleanout placement is where the additional large
  compromise is located, not before. The City of ****** inspector also advised
  this to *** ***** during inspection. The inspector viewed the entirety of the
  line with a camera, he confirmed the repairs Roto-Rooter performed were done
  correctly and the additional issues *** ***** is experiencing is due to multiple
  shifts/belly’s farther down the line. Keep in mind the City of ****** has the proposal copy evidencing repairs to be performed by Roto-Rooter. 

  
  The City of ****** confirms Roto-Rooter’s repairs are
  correct. The City of ****** confirms the additional issues *** ***** is experiencing
  is due to 30ft of shifts/belly’s after our repair. The City of ****** Inspector advised this to *** ***** so he is aware of the ******'s confirmation despite his statements otherwise in this forum. *** ***** has already attempted
  to defraud Roto-Rooter as evidenced by the egregious estimate for repairs he
  submitted. Roto-Rooter still issued an above average payment to *** ***** for
  repairs, $1,200 for a 1ft section of shingles. Additionally, Roto-Rooter has offered
  a $2,000 discount on the additional repairs, despite the fact we advised previously
  we were unaware of the remaining condition of the line and are not responsible for
  the existing condition. Roto-Rooter has already agreed to cover the cost of any
  landscaping damage caused by the additional exposure and has offered $1,500 to
  *** ***** for inconvenience and landscaping.

  
  While Roto-Rooter understands *** ******* frustration, we still
  have gone above and beyond to accommodate his concerns. *** ***** himself was dishonest
  and attempted to defraud Roto-Rooter for over $6k in repairs. We have issued
  $1,200 compensation for repairs. We have offered a $2,000 discount on the
  additional repairs he needs, appx 30ft long and 8ft+ deep. We have offered
  $1,500 for landscaping and inconvenience. The City of ****** confirms repairs
  were done correctly and *** ***** needs additional repairs that Roto-Rooter is not responsible for. There is nothing
  more Roto-Rooter will do for *** ***** that hasn’t already been offered.

  Customer Answer

  Date: 09/09/2022

  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.

  Roto rooter claims that I was dishonest and tried to "defraud" them by getting an estimate for the damages on my garage from the company that does the estimates for State Farm. I showed them the damages and they gave me the estimate. I did not tell them to add anything other that what was damaged. If Rotor rooter is Bonded and insured why then didn't they send out there own adjuster to verify the damages? 

  As for the statement that they could not see the rest of the pipe due to the sludge: The person that came out with the first water jet had ran a camera down the pipe after completing the job. as well a the other 2 time RR was there before noticing the rest of the pipe was compromised. Am I to believe the the first 2 times that they ran a camera through my sewer after jetting that they could not see the pipe was compromised? That one on the 3 time when Dave ***** came out that it was noticed the rest of my pipe was compromised? 

  And as for the $1200 & $1500 that was for the destruction of my property. and I believe that the discount of $2000 should be applied to this job due to the fact they only replaced a 2ft section instead of the 10ft needed. After the horrible experience I had using Rooter Rooter it is highly likelihood of me to use them a 2nd time for any other repairs.

  It still seem strange that they quoted me to replace a 30ft section of sewer pipe for $13,000 and charged me $10,900 for a 2ft section. Only a difference of $2100 from 2ft to 30ft.

  
  Regards,
  
  
  
  **** *****
  
  

• Initial Complaint

  Date:08/10/2022

  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.

  Ticket number ***********. In April of 2022 a Roto Rooter technician performed a drain cleaning service at one of my rental properties. I have used Roto-Rooter EXCLUSIVELY for all of my drain cleaning needs for 25 years with great service. BUT, this time the technician left a 4 inch cutter in the line which caused a back up in early August. Technician did not mention he lost a cutter. So, my tenant had a connection with ***** Plumbing ( great company) and they were called to assess the problem. Found the plug with a cutter in the mess. I called Roto- Rooter to discuss the mater and waited 2 days for a call back which never happed. I called back and only got the run a run around which included me being accused of lying about what I and two others witnessed on camera, A BIG CUTTER in the pipe. Refused a refund. The Company has poor customer service and customer retention skills, at least lately. NOT RECOMMENDED

  Business Response

  Date: 08/11/2022

  This customer was told that if they could produce evidence that our auger blade was the cause of his backup, he would be provided a refund. The customer states he does not have video or pictures of the cutting blade, and wants us to refund him for work that was completed months ago without any evidence that it was us that caused the backup. If and when this customer can provide us with documentation that our blade was the cause of the backup, we will gladly refund the customer to resolve the issue. 

  Customer Answer

  Date: 08/13/2022

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

• Initial Complaint

  Date:08/10/2022

  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.

  Late April, I had a plumber come to my house for a sewage backup. Spent 10 minutes at my house unclogging and trying to sell me a service for a new sewage trap for 10,000. Said the problem would keep occurring unless I did this service. Charged me 415.00 for the 10-15 min. For 3 month my sewage kept backing up but I didn’t want to buy the 10k service so I would just let the sewage go back down the drain and then clean it up. This month it was super bad so I called another plumber and they spent 45 min getting roots out of my pipes. Told me it would have been impossible for rotorooters to look at my trap without removing the roots first. Complained 4 times. First time in may and no one got back to me. Now august and they said there’s nothing they can do to help.

  Business Response

  Date: 08/11/2022

  We went out there on 4/23 for a backup. The customer paid $415 for unclogging the back-up. Customer was aware of the price prior to work being done and agreed to price. Our plumber gave him an estimate to replace the trap PLUS 21 foot of liner for the root issue. Customer declined. Plumber explained to him that he will have reoccurring issues which the customer has stated has been true over the past few months. We were not aware of a complaint until 8/9/22. Customer spoke to a manager on 8/10.  Customer then stated we never unclogged his line and wanted a refund when he spoke to manager. 2 aspects with this. 1. Customer has admitted in this complaint that that his line was open because he said his line has recently been backing up again. 2. Our manager asked him for a receipt from another plumber that opened his line back in April, which the customer could not produce. We gave an evaluation in April to solve the line. If another company came out recently and gave their opinion than that is fine. He did not use us for excavation and did not pay for excavation. He paid for a service to unclog his line on 4/23 and that is what we did. No refund is warranted as we provided the service that he agreed to and requested. 

• Initial Complaint

  Date:08/10/2022

  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.

  7/18/22 Roto-Rotor repaired broken sewer line under front entrance way of house running to basement and replaced exposed old PVC pipe that attached to that line and underground basement sewer line. Invoice #4********* Total $8.530. This new exposed PVC pipe is leaking sewage water on basement floor. 7/18/22 invoice ********** Total $9.063. Excavation done to remove sewer trap and vent line. I asked why this worked needed to be done and was told that it wasn't needed any more. This is now causing washing machine water problems. Never had this problem in the 32 years living in this house!!! Have called Roto Rooter numerous times about these issues.

  Business Response

  Date: 08/12/2022

  Talked to customer, sending crew back asap to rectify customers issue. Customer understands

  Business Response

  Date: 08/26/2022

  Customer had a foreign object stuck in the line which we were able to retrieve without digging. Any mess caused from the jetting service was sanitized by our water restoration dept. Customer wrote an email to me stating we did a "fantastic" job with this and was pleased.

  Customer Answer

  Date: 08/29/2022

  Cincinnati Better Business Bureau,
  
  Please note that as of today my complaint with Roto Rooter has been resolved.  Would like to thank you for your support in resolving this matter.
  
  Thank you
  ****** *****