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

  3603 Metro Pkwy San Antonio, TX 78247

• 

  Roto-Rooter Plumbing & Water Cleanup

  12034 Exit 5 Pkwy Fishers, IN 46037

  
• 

  Roto-Rooter Plumbing & Water Cleanup

  1130 140th Ave NE Suite 305 Bellevue, WA 98005

• 

  Roto-Rooter Services Company

  175 Maple St Stoughton, MA 02072

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:07/10/2022

  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.

  Due to a sewer emergency on 02/02/2022 my management company used Roto Rooter to assess my sewage issue inside my house (when I was not home) on my association behalf. Before, my management and Roto Rooter entered my house, I was told all documents and videos of that day would be given. The next day I was sent an invoice also stating that 30 to 40 ft of pipe work also needed to be fixed. When I asked for and explanation, I was told my management established the original assessment therefore the documents would be sent to them.
  I have spent the past few months being lied to and deceived by Roto Rooter. First, After the work was completed Roto Rooter never sent my management the adequate documents/videos from their assessment. Then, Roto Rooter tried to pass of my original invoices (********) (without my consent) and tapes as the original tape and document that was not sent to my management but referenced as (*********). Finally, 3 months after I started investigating, Roto Rooter is claiming to have lost all original documents and videos from the original assessment but, only have what I signed for. Also, because they do not have any of the original tapes, they are claiming my tapes that were done on the day of the work without any assessment to me are adequate to explain why the 40ft of extra pipe needed to be fixed.
  Instead of Roto Rooter helping me clear these inadequacies Roto Rooter claims because I signed for the work that it’s my fault and case closed. Yes, I signed for the work believing that the original documents and tapes would be sent to my management/Association. If, the 30 to 40ft of pipe work was damaged outside my house this is not my responsibility but, my association. Because now my management company is also claiming fraudulent practices and was never explained about the extra 30ft-40ft of pipe the original tapes and invoice of ********* is needed.

  Business Response

  Date: 07/11/2022

  Both invoices with the job description are attached.  Both have been signed prior to any work being performed. 

  Customer has also been provided pre-work and post work video inspections of the work. I can provide again if need be.

  Here is the explanation of what is wrong with the pipe.

  Video 2022-02-07-06-50-44.mp4 shows water holding in your pipe from time 1:10 to 1:41 which is almost the whole pipe.  This is an indication that the water is not able to travel thru your pipe, the issue is consistent thru the whole pipe.
  
  
  Video  *********************** shows your pipe scaling from 0:30-1:00, it looks like the pipe is crumbling and getting chunky, this is a sign of corrosion and deterioration, this is common with older pipes, just happens over time. 
  
  In this same video, I cannot identify all separations in the pipe, but I do see some, at 0:39, 0:52 and 1:00, you can see a slight gaps this is where the pipe would most likely separate down the road and would also cause a clog with everyday usage. 
  
  
  To recap, this is the same pipe in all 3 videos, there was a complete separation of pipe around 3 ft, the whole pipe shows signs of deuteriation and corrosion which usually comes with age but also pouring chemicals down the drain and there are some gaps throughout the pipe.  Each issue alone would be fixed with the work provided, but with these many issues you can rest assured that you do not have to worry about the pipe separating again or the corrosion for quite some time. 

   

  Roto-Rooter has completed all work that was contracted by *** ****** to do.  All paperwork and videos have been given to *** ******. *** ****** is Roto-Rooter's customer and has signed all documents and paid for the services. The issue seems to be between his management company and himself not Roto-Rooter.

   

  Customer Answer

  Date: 07/14/2022

  Hi, 
  
  I reject.  
  
  I was not home during the original assessment.  The original contract was by my Maintenance company original assessment ********.   I only signed the paper due to the health  emergency and because of the promise Roto Rooter made to send the original videos and paper work my management company quoted me ( invoice ********).  Roto Rooter invoice ******** was promised to me and my management company and now after month of asking questions and finding discrepancies. We are being told the invoice ******** is lost or never existed.  Also my invoice ******* that was never explained to me should be the justification. 
  
  I am am only disputing the 30ft to 40 ft of pipe work outside the separated pipe that was realigned and  never explained to me or my management until now. My management is also claiming any details outside the separated pipe is fraudulent.  Please show me the documents that was sent to me or my management explaining the below details.  Also if the original Assessor felt there may be other issues down the line why were we never made aware only told the separated pipe.  
  
  On the day of the work the plumber told me the due to the separation(3ft pipe)  the work needed to be done  outside and not inside.  Also I would be charged an additional 4K that day( why two invoices).   Please show me the documents stating the below findings? 
  
   Video  *********************** shows your pipe scaling from 0:30-1:00, it looks like the pipe is crumbling and getting chunky, this is a sign of corrosion and deterioration, this is common with older pipes, just happens over time. 
  
  In this same video, I cannot identify all separations in the pipe, but I do see some, at 0:39, 0:52 and 1:00, you can see a slight gaps this is where the pipe would most likely separate down the road and would also cause a clog with everyday usage. 
  
  When my management company tried to initially receive their original  invoice.  They were fraudulently given my invoices and tapes not your above explanation.  My tapes and documents you are trying to use as justification are from work done that day not the original assessment( that should have the full assessment) .  I was never told anything just  told because my management started the original assessment. I would receive when sent to them the details of invoice( ********).  
   
  Now after  three months and my Management claiming you fraudulently added the extra 30 - 40 ft of realignment  you are now claiming invoice  ******** no longer exist is unethical.  Show documents from my management original assessment of your claim above or invoice ********.  If you are not able to then I was defrauded during and emergency and should be refunded for the extra pipe work ( 30-40ft realignment). 
  

  Business Response

  Date: 07/14/2022

  Customer signed invoice explaining the details of the work and what needed to be done. Also there is video proof that has been given to the customer.  What the customer is asking for does not exist nor does it have to exist.  We provided an estimate for the work that needed to be done. The customer signed off on all documents.  We have also supplied before and after video recordings of why the work needed to be done.  The pre work video assessment is "the original assessment", which has been given to the customer.  

  Customer Answer

  Date: 07/15/2022

  Better Business Bureau:
  

  No, I signed the invoice on the bases of my Management invoice(********)
  and estimate to me.  Again, the day of my invoice was not the pre-Assesor it was my management company.  No, explanation was given to me only the price and that I needed to pay 4K extra the day of the work.   Before I signed my invoiced. I asked  Roto Rooter about the extra 30 t0 40 ft of
  Pipe work. The Roto Rooter representative stated, Because my management initiated
  the original assessment the information would be covered in my management assessment
  invoice(********).  My invoice have no explanation(*******) the language you
  are now confirming I was never told.  The
  invoice I received was only sent to me by email the day after I approved my Management
  (assessment) with no explanation.  If your
  below explanation is correct then you should have the details of the original assessment
  ******** as with proof that was told to my management company they day you entered
  my house.  Again my management company is
  also claiming the 30 to 40 ft of pipe work was never explained. To use my
  emergency and signature as your justification and willingly lose the important details
  and facts is unethical.  This is definitely
  not the customer service or business I thought Roto Rooter delivered.  Send me the original documents and estimate
  from my Management company that should use the below language if not then
  refund me for the 30 to 40 ft of work that was done.   
  
  

  Below is all that was told to me by management: Please send me the
  original assessment documents & invoice(********).  This is the estimate I approved.  This is also the invoice now Roto Rooter fraudulently
  tried to pass as my own and now claiming is lost. 
  
  Roto Rooter snaked the line and found
  that the pipe from the unit (86 Snowden) to the main line is deteriorated at the
  bottom. There is also a slight disconnect to the pipe on the side. The issue
  causing the backups is the pipe deterioration at the base - all debris sits at
  the bottom as the pitch towards the main line is currently nonexistent due to
  the conditions. Unfortunately, as of right now you cannot use your water in
  your home or else it will cause more back up into your bathroom toilet and
  bathtub.
  Roto Rooter has
  suggested two options that will eliminate the backups and issue at hand with
  the line. They suggested that the repairs be performed through a realigning
  process. These repairs would be conducted from the interior rather than digging
  up the pipe and repairing through that process. Both processes will have
  to involve the building department. However, the digging up and replacement of
  the line will involve permits through the Village. The realignment does not
  require a permit however, the Village needs to be made aware of the situation
  and a form would have to be filed. Roto rooter has provided a rough estimate of
  both processes. The realignment would be cheaper than digging up the pipe and
  replacing. For the realignment of the line - you're looking at around $8,000.
  The digging and replacing of the line would come out around $14,000 with
  possible additional permit fees to the Village. Roto rooter will be sending me
  a copy of the snaking job - camera footage - that was performed this afternoon.
  I will send this for your documentation

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

  Business Response

  Date: 07/16/2022

  Awaiting customers response to offered settlement.

  Customer Answer

  Date: 07/19/2022

  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.  The one thing I have enclsoed is the email conversation. Roto Rooter needs to learn how to work and speak to their customers.  If everthing was done correctly and done by the books this would have never happened. To be reminded that no matter work if Roto Rooter says so the work was done is just terrible customer service.

  Date: Tue, Jul 19, 2022 at 08:05
  Subject: Re: Roto Rooter
  To: **** ****** <***********************>
  
  Sir at the end of the day, you had an emergency with your
  pipe and Roto-Rooter fixed it. There is video recording backing the work
  performed. 
  
  Please
  close out the complaint to the BBB. I will process the refund 
  
  Gino D*******
  General Manager 
  IICRC Certified WRT ASD AMRT
  Roto-Rooter Services Company 
  
  From: **** ****** <***********************>
  Sent: Tuesday, July 19, 2022 7:36:56 AM
  
  To: Eugene D******* <************************>
  Subject: Re: Roto Rooter
  
  CAUTION: This email originated from outside the organization. Do not
  click links or open attachments unless you recognize the sender and know the
  content is safe.
  Morning Eugene,
  
  I feel like I have been compromising since I started this
  independent investigation months ago.  I would prefer  (50%) of the
  final total price but, as a customer I am tired of arguing.  As we both
  agree this has taken up to much time and We need
  to move on.  I will meet at $5,038 if you can not meet the 50%
  $5,988.  
  
  Thanks for your help with this.
  
  Best,
  ****
  
  
  
  Regards,
  
  
  
  **** ******
  
  

• Initial Complaint

  Date:07/09/2022

  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.

  Roto Rooter in ********* ** installed a sump pump 1/30/22. Re-used a damaged/discarded leaky hose causing a slip and fall hazard at bottom of cellar steps. Sump pump failed and basement was flooded 4/14/22 which caused the blower motor on furnace to seize up. Now I need a new furnace. Have played phone tag with company for 2 months requesting a refund. Had to pay a different plumber to correct the faulty installation and bum pump. I keep getting the runaround from RotoRooter with no resolution. I am currently on *** disability and cannot afford to replace a sump pump twice in 3 months due to a bad product and faulty installation. I have suggested that they come pick up their broken pump, but I am getting nowhere. I feel that Roto-Rooter doesn’t stand behind their product or their work. Please help! I have attached the receipt for replacing their product. 2nd plumber said they installed the wrong type of pump!

  Business Response

  Date: 07/15/2022

  Roto-Rooter reached out to the customer for 2 days after the job was done to give a price to
  fix the issue properly but the customer never responded.
  All the work done was at her
  request to "save money". The customer had an acquaintance purchase a low-priced pump and hose from home
  depot a month ago and now the customer is requesting their money back. The attached information shows what was provided to the customer, with the customer's signature. We do not feel a refund is due. Thank you. 

  Customer Answer

  Date: 07/16/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ****** ******.     I did not supply the hose or request a cheap pump.  The pump was supplied by Roto-Rooter.  The employee found the discarded piece of hose in the basement and reused it.  He taped it up with duct tape.  He advised me that it still leaked, but at least it wasn’t spraying all over the place.  I had to call the company to come back to relight the pilot on my hot water heater.  Afterwards, the company called me and said that they would stop by on Thursday evening to give me a quote for what else needed to be done.  I never heard another word from them.  No one stopped by, no one called, emailed or texted me.  They totally ghosted me.  Some time later, the hose started spraying all over the place.  The pump that they installed that was supposed to have a one year warranty was dead after 2-1/2 months!  Their statement is full of untruths!  I have called several times and left my number, but they avoid and ignore my calls.  If the pump had been installed correctly, it should have lasted for the one year warranty period or longer. This company takes advantage of customers and should be held accountable.
  

  Business Response

  Date: 07/21/2022

  2nd response - we stand behind our first response.

  Roto-Rooter reached out to the customer for 2 days after the job was done to give a price to fix the issue properly but the customer never responded.
  All the work done was at her request to "save money". The customer had an acquaintance purchase a low-priced pump and hose from home depot a month ago and now the customer is requesting their money back. The attached information shows what was provided to the customer, with the customer's signature. We do not feel a refund is due. Thank you. 

  Customer Answer

  Date: 07/22/2022

  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,
  
  
  
  ****** ****** 
  

• Initial Complaint

  Date:07/08/2022

  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.

  Initial service was 1/3/21 you've been trying to resolve this matter for quite sometime, but due to the virus, no one has resolved your issue. You hired them to clean & clear your main drain, worker punctured it and company refused to fix it or refund your money.

  Business Response

  Date: 07/11/2022

  We are processing a full refund. Customer can expect check  in 2 to 4 weeks depending on the USPS.

  Customer Answer

  Date: 07/26/2022

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

  Business Response

  Date: 08/01/2022

  Customer issued full refund

  Business Response

  Date: 08/16/2022

  Customer has been issued and received full refund

  Business Response

  Date: 08/18/2022

   

  Customer already issued a full refund.