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

  6356A Corley Rd Norcross, GA 30071

  
• 

  Roto Rooter

  220 Demeter St East Palo Alto, CA 94303

• 

  RR Plumbing Roto-Rooter

  280 Meredith Ave Staten Island, NY 10314

• 

  Roto-Rooter Plumbing & Water Cleanup

  18544 US Highway 19 N Clearwater, FL 33764

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:02/07/2025

  Type:Billing 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.

  Roto-Rooter serviced my home between 01/19/25-01/28/2024. They forged my signature 4 times claiming to have visited my home on days that they did not. This includes weekends which they charge much higher for. They claimed extra days/hours of work that they did not do. They charged for extra equipment rentals when the claimed equipment was not provided. They charged for services they did not perform like antimicrobial and moving my items. They exaggerated the square footage of services performed. Exaggerated the amount of hours they worked for the days that they were actually here. I had water damage and they wrote twice on my invoice that I refused to let them pull up my floors until 6 days after the event, which was a blatant lie they pulled out of thin air. They are saying that because I “refused” to let them do my floors that my dry time was extended, so I am being charged several extra days when that was entirely their own neglect. I have thousands of dollars worth of fraudulent charges on my invoice and they will not respond to me to revise the invoice. They damaged my oven/stove while moving it, and charged me $30 for that. I received 1 single call from Louis at Roto Rooter, he left a voicemail saying to call back and stated nothing else, I could clearly hear that he was driving in his car when he made the phone call to me, so he had no intention to take notes on the call. I emailed them saying all our communications must remain in writing and they are ignoring me. They have 10 day terms and it appears they are trying to ignore me until I become past due. They are fraudulent and are trying to make me pay for work that they did not earn, or rather, they are trying to take advantage of me and my insurance company because they know that my insurance will pay. This is fraud and I will not allow them to rip off my insurance company. Please see pdf labeled "Roto Rooter email" for a more specific listing of their fraudulent claims on my invoice.

  Business Response

  Date: 02/08/2025

  I sent an email to ***** ****** letting her know we will audit her file on Monday morning and get it back to her. 

  Customer Answer

  Date: 02/08/2025

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

  
  

  Louis B**** at Roto-Rooter emailed me to say "Good morning, ****** This will be audited on Monday morning and sent back to you" .
  While I did finally get an email back from the company, their response today did not resolve my complaint. They merely said they will look at the invoice a few days from now, not immediately. This complaint will only be resolved when the company revises my invoice to a truthful sum, which will then allow me to pay them. As it stands now, I am still waiting for them to take action and make my invoice accurate. All I have right now is their word that they will look into it on Monday morning. They did not confirm they will adjust the amount. This complaint should not be closed until they correct my invoice and remove the fraud.
  
  Regards,
  
  
  
  ***** ******
  
  

  Business Response

  Date: 02/12/2025

  We have sent a revised invoice to the customer. She received the revision and confirmed she was in agreement with the adjusted charges.  

  Customer Answer

  Date: 02/18/2025

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

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Roto-Rooter pulled a permit with ***** ***** County for a future job. I switched to another company before they started working on the problem. They did not release the permit to ***** ***** County. The other company can't pull it until they do. Several attempts were made contacting them to release it. They keep saying they will get back to us. No attempt to contact us as been made.

  Business Response

  Date: 02/07/2025

  Spoke to customer, everything is completed and taken care of, customer is aware. 

  Customer Answer

  Date: 02/07/2025

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

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm hoping the folks at BBB can help me out. I'm desperate. I live out of state and when I went to visit my mom's house on Dec. 12 we had an issue with the plumbing. The sewer pipe at my mother's house had backed up and flooded the basement. I called the first plumber I could find on Google. RotoRooter came out and snaked the line. Two weeks later when I went to visit again same issue happen. This time RR came with a camera and found an obstruction. Unbeknownst to me RR had done work to reline our sewer line in 2021. During a 3rd RR visit in Dec. 2024, RR found an obstruction in the same exact spot, underneath our driveway, where they relined our sewer line in 2021. It t**** out the obstruction is perhaps a tape measure. RR customer service people and plumbers couldn't believe it. They confirmed to me it is literally impossible for us to flush a tape measure down any of our toilets. They also confirmed to me that the obstruction was in the same exact place spot, under the driveway, that RR did work in April 2021. And while while we are still well within the 5 year warranty, I was told this error that causing major flooding to my mother's home isn't covered. I've made many attempts via phone calls, emails to RR and have heard close to nothing. I was told to reach out to a Mr. C* B****, who has not answered any of my calls. I really hope the BBB can help me resolve this issue. We've already paid RR upward of $14,000 for work that has only caused us more problems. And now they're asking us for another $10,000 to fix a problem they cause. Any help from the BBB would be much appreciated. I've tried to reachout to RR customer service, to their manager, to anybody and have received no help and no responses.

  Business Response

  Date: 02/12/2025

  Customer originally called in for a backup, after scoping the sewer line with a camera it was determined that there is an object obstructing the flow of the sewer. We originally gave a proposal to excavate and remove the object, the customer than informed us we did work in 2021 to the sewer line. On initial review we couldn't determine that the obstruction was from us. After explaining to the customer, I couldn't determine that it was something Roto Rooter did at the time of original service or something that happen after the fact. I than offered a discounted price for the excavation and didn't receive a response until this complaint. I than went with the Field Supervisor and scoped the line again to put my eyes on it. I than come up that we are going to excavate at no charge as a customer satisfaction. The Field Supervisor than reached out to Mr. ***** and explained what we are going to do, and know we are awaiting a response to schedule a day and time to do the work.       

• Initial Complaint

  Date:02/04/2025

  Type:Billing 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.

  1/23/2025-1/27/2025
  Predatory sales practices, pressuring me into calling insurance, quoting me $2000-7000 for a burst pipe and water mitigation services, which ultimately only amounted to a fixed pipe (not included in the quote, and $1350 extra) and air dryers. They are trying to charge me $2600 in addition for the equipment, monitoring, cleaning, protective equipment, and travel. They cannot explain the charges and told me that because I was not in the business, "I would not understand." They are claiming that they performed 8.5 hours worth of work, when they were only in my house for less than 2 hours. Their work has been so inconsistent and unsatisfactory that I now have to call another trusted professional to come out and check the work behind them. I received three different diagnoses on what needed to be done to mitigate the water, with no real examination besides using a moisture meter. Their "cleaning" charge amounted to a guy putting a towel down and wiping it around with his foot. I asked why I was paying for them to have gloves, and got shamed because that meant I didn't want them to have protective equipment. When asked who should be paying for the gloves, I told them that it's THEIR responsibility as an employer. W**** S**** was extremely rude and combative, and the manager for the mitigation department avoided my emails and ducked my call, so obviously they expect insurance to just pay for everything without a second thought. My deductible is high enough that this does not qualify, so now I'm left paying out of pocket to a company that did the same amount of work as if I rented some fans from Home Depot.

  Business Response

  Date: 02/04/2025

  Good afternoon Mrs. *******,

  Thank you for speaking with me this afternoon. I've updated the water restoration invoice and the new credit as discussed.

  Have a great evening.

  F***** H*****

  Water Restoration Manager

  Customer Answer

  Date: 02/05/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although I do not find this resolution completely satisfactory, I am accepting it to resolve the issue. 
  
  
  
  Regards,
  
  
  
  ******* *******
  

• Initial Complaint

  Date:02/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called the roto rooter company to unclog my toilet drain in my house. The technician came on December 14, 2024, and unclogged my drain by going through the toilet drain in my bathroom. He was at my home less than 20 minutes. He used his own equipment but did not use any parts nor did he replace any of my plumbing. He charged me $702.00. I am 86 years old, and am almost totally deaf. I thought he was saying the charge was $72.00, NOT $702.00 for a 20 minute visit. Me and my son have called the roto rooter company 4 times and left messages for a return call and they have never called us back. Roto rooter took advantage of me as an 86 year old woman with very poor hearing and took $702.00 for a 20 minute labor to unclog my toilet drain. We think this was an unfair and abusive charge and I did not understand that he was taking $702.00 for a simple unclogging of my toilet drain. Please help me recover this money from this unethical and unfair company.

  Customer Answer

  Date: 02/04/2025

  Can you clarify the customer's name that the services were performed for?  **** ******
  Can you clarify the signature name of **** ****** is the customer? **** ******
  If not, the customer would have to submit a personal authorization on file to further pursue this complaint. N/A

  Business Response

  Date: 02/07/2025

  Roto Rooter did not and does not take advantage of anyone.  We charged *** ***** our standard flat rate price for cleaning a drain from a pulled toilet.  This price is the same for this job, for every customer regardless of age for the entire 2025 calendar year.  Our technician was dispatched to this job at 8:34am, and concluded his repair at 10:33am.  ** ***** was quoted the price, agreed to it and signed the work order authorization prior to any work beginning.  Our technician pulled the toilet, ran the drainline and resolved her problem.  The toilet was reset with a new wax ring and supply line.  ** ***** signed the completed invoice stating the job was done to her satisfaction.  She has attached this paperwork for review.  We do not drive to a location, complete repairs and use our parts for $72.00.  We have to pay our people, fuel, parts, benefits, and equipment.  While its unfortunate that she is unhappy now that the issue is resolved our technician charged the proper price that ** ***** agreed to.  We will not be issuing any refund for this service.  We ask that this complaint be dismissed  

  Customer Answer

  Date: 02/10/2025

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

  
  

  I had to contact a new plumbing company today (2/10/2025) because the clog was still not fixed.  The water was still periodically backing up into my bathroom. The plumber that came today fixed the problem.  He was here for 35 minutes total, removed the toilet, removed the clog, and re-set the toilet, and unclogged my drain.  My drain is now finally unclogged and he charged me $281.00 for the service.  He also told me that it appeared that the wax seal between the toilet and the flange was very old and worn on the toilet, so he included a new wax ring.  The $702.00 charge for Roto-Rooter was not only an outrageous fee to charge, but also did not fix the problem.  I would summarize as follows:

  1. Excessive Charges: They charged $702 for a job to simply unclog my toilet. This is an outrageous amount for a routine plumbing service.

  2. I had to call another plumber for the exact same issue. They performed the same work for $281.00 ($421.00 less) and the fact that I had to have the service re-done cost me this additional money on top of the unreasonable amount Roto-Rooter charged me.

  3. Lack of Long-Term Resolution: If Roto-Rooter had properly diagnosed and fixed the issue, we should not have needed another plumber so soon. This raises serious concerns about the quality of their work.
  

  I feel that at least a partial refund is owed to me, both because of the unreasonably high charge and because I had to pay another plumbing company to get the issue resolved. 
  
  Regards,
  
  
  
  **** ******
  
  

  Business Response

  Date: 02/14/2025

  The $702.00 that Roto Rooter charged includes a 6 month warranty for that service which is clearly stated on her invoice.  *** ***** called another company to pay for a repair that likely would have been covered under her warranty.  This was her choice.  When we left the home the line was tested and draining properly, but sometimes there is a bigger issue that cannot be seen without a camera.  The home was built in 2005, so it should have PVC pipes.  Wipes, excessive toilet paper, feminine products, etc are also common reasons why a pvc line will back up again.  The drain work is still covered by our warranty, with the exception of any leaks that may occur with the toilet, as another company has now pulled and reset that fixture and we are no longer responsible for that portion of the job.  Our position remains unchanged.  

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Initially called the company for clean out of pipes on 1/15/25. When cleaning out the plumber says they saw dirt pulled up and had a camera person sent out. Full camera work could not be completed due to blockages and/or size constraints but we were quoted and charged $7200 for a collapsed or corroded pipe that required excavation work. We were told this work is extremely urgent and sent a contract to sign, told the work could be completed 1/20/24. We were not made aware of a clause in the contract not allowing us to cancel due to the “urgency” of the work. Work was not completed on 1/20, we were not provided notice that it would not be completed. I reached out on 1/20, they said the work would be completed on 1/21. Once again the work was not completed on 1/21, I was not provided notice that it would not be completed. I called again on 1/22 to once again ask when the work would be completed, they said 1/23. During this conversation I asked for pictures of what was broken and being repaired since camera work could not be entirely completed prior to the job. The work was completed on 1/23. Upon discussing with the excavation crew that completed the work, they said they only provided an access to the underground tap that was previously inaccessible. I had to ask several times to get access to the initial camera footage, the pictures I asked for of the work being completed were not provided, and I still have not been provided with the camera footage to close out the job. I also had to ask the company several times for that final camera work to be completed, all while being harassed to sign a final invoice without the job actually being completed. There are several discrepancies between what the camera person is telling us got done, what the excavation crew said and invoices.
  Given the misinformation, lack of communication and discrepancies, we are under the impression that work was either not completed entirely or we were significantly overcharged for unnecessary work.

  Business Response

  Date: 01/30/2025

  A work order was placed on 1/15/25 for a backed-up sewer line. A drain technician came out and his cable pulled mud out of that line, which typically indicates a break. We requested a camera inspection at no charge to the customer. That inspection revealed a severe blockage in the line at 25'. Due to below normal temperatures, that line began to freeze. This caused little to no use of the house drains and sewage was beginning to back up into the garage. The work was delayed due to the low temps to try and prevent potential freezing and bursting of the lines, which would have cost additional money.

  The proposal, right to cancel, invoice, etc. were all sent and signed electronically. The Excavation Manager has made multiple attempts to provide any documentation the customer requests. We have a before video, pics of the repair and an after video available. She has not returned his calls. We have multiple text messages sent to the customer.  We attempted to visit her in-person and she stood in the window and did not answer the door.

  We have fulfilled our contractual obligations and will not be issuing a refund for the work.

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2 years ago, after purchasing my home, I had a sewage block and called a plumber. He was unable to fix it with an auger and referred me to Roto-Rooter, who did a "video scope" and told me I had to replace a fitting and pipe and that the old one was cast iron. They said iron pipe is no longer available, and would use PVC pipe. I got the estimate for over $2k and asked, "if I do this I will not have this problem anymore?" and they agreed, with "reasonable usage" (not running the clothes and dishwasher at the same time) it would not repeat. We have adhered to this as a rule. Now I have sewage coming back in the house. Sewage is bubbling up from under the dirt in the yard where Roto-Rooter did the replacement. I have asked the city to service the sewer, and I called Roto-Rooter. They said the warranty is 1 year, which is documented; but for the raw sewage to be coming up from under the earth, according to the informal discussions I have had with other plumbers, indicates either the wrong pip was selected or the fitting was not correctly installed. They wanted to charge me an additional $560.00 to clear the blockage and mentioned nothing about the why sewage coming up from under the ground into the lawn, when it did not happen in the first instance before did the repair. If they take a scope-video; they control the narrative and likely, it's always not their fault. I have not yet filed suite but have consulted an attorney. If I have to pay to redo faulty work I will be recovering those costs plus attorney fees, etc...I would prefer they just support their work. If sewage is coming up from underground, it is very likely their new equipment was not installed or was not the correct PVC for the possible pressure. One plumber said on the phone it's possible the pipe selected is too small or not the correct "grade" -- something about using "schedule 40" instead of "schedule 80." I'm not a plumber but that would mean they incorrectly scoped the job or botched the install.

  Business Response

  Date: 01/28/2025

  Sent tech *** out 1/28 to check on the issue at hand.  Tech stated that there is water flowing up in the backyard but isn't sure that its an issue caused from our excavation.  More than likely line abuse I spoke to the customer about the situation and let him know that his 1 year warranty has expired and that the issue was likely due to wear and tear.  Customer stated he will get second opinion and revert back 

  Customer Answer

  Date: 02/03/2025

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

  
  

  
  

  "Line abuse" was never discussed onsite with the technician? What exactly is line abuse? 
  Leave the file open. 
  Of course the business claims it was not their excavation, and they did not ask to re-excavate to confirm.

  1. They did not at any time state or offer proof that the soil under the new pipe was correctly backed to prevent shifting.

  2. They did blame the lines installed prior to my purchase of the home...but htere conditions are unchange from the time when they first evaluated and did the line replacement.

  Are they now saying they incorrectly evaluated the conditions leading to the replacement? If nothing has changed from 2 years ago and the lines are at fualt isn't their original "solution" then faulty?

  3. I have a contractor coming out to excavate and we will see what is there, they were scheduled for last Saturday but had to post-pone due to another job running long.

  ** I will provide photos and video as soon as the excavation and investigation happen, likely in the space of this week.

  Do you not find it "expected" that they would answer, "our tech went out there, we did nothing wrong?"

  I hope that is not "enough" to close this case.
  
  Regards,
  
  
  
  ****** *******
  
  

  Business Response

  Date: 02/10/2025

   Sent tech *** out 1/28 to check on the issue at hand. Tech stated that there is water flowing up in the backyard but isn't sure that its an issue caused from our excavation. More than likely line abuse I spoke to the customer about the situation and let him know that his 1 year warranty has expired and that the issue was likely due to wear and tear
  

  Customer Answer

  Date: 04/14/2025

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

  
  

  
  

  I am writing to provide an update on complaint ID ********. I know the file is closed; however, it took time to raise the $10,000 needed to have another contractor come out and excavate fully to determine the problem with Roto-Rooter's work.
  
  As I mentioned, I was finally able to secure another contractor to excavate the broken sewer pipe. Replacing the damage caused by Roto-Rooter's initial installation is costing approximately $10,000, and it took some time to arrange both the contractor and the necessary financing.
  
  While loose sand was not the primary cause as initially suggested, we are finding clear evidence of improper installation, which I am carefully documenting with photos and video.
  
  I also want to address Roto-Rooter's explanation of "line abuse" as the reason for the sewer line issues. The current contractors found this explanation to be completely unfounded. It also begs the question: What constitutes sewer line abuse? I certainly was not emptying a swimming pool into the system, and I don't even have a swimming pool. We were advised against running the washing machine and dishwasher simultaneously, a guideline we always followed, and avoided showering while either appliance was running. Despite our compliance, the recurring problem that I paid \~$3,000.00 for is being attributed to "abuse" committed by my household.
  
  I have requested thorough documentation and photography of the current project and I am collecting it all. My hope was to engage with a responsible business that stands behind its work. Instead, we have endured weeks of sewage backups, causing ongoing digestive issues for everyone in the house, along with significant psychological distress from the smell and the situation. There was negligence in the installation, and I am gathering photographic proof.
  
  The local office's stance of blaming me for the issues will not resolve this matter. It will likely lead to reputational damage and future civil litigation. Despite my efforts to communicate and find a reasonable solution, I have suffered for weeks while trying to secure the $10,000 needed for the repair. I want to emphasize that I am not simply an unreasonable or selfish customer; I have reached out through the BBB, email, and by phone. The message from Roto-Rooter is "go away, not our problem." I have literally not slept well a single night in weeks on weeks (as at times sewage was coming up into my shower and smell would fill my room) and there is a 6-year-old's health to consider, as well as pets. I have had sewage coming up through the ground into a pool in my backyard and had to explain this odor to my neighbors. The entire event has been humiliating.
  
  How are they allowed to treat people like this?
  Please reopen the complaint, ID ********.
  
  Sincerely,
  ****** *******
  
  
  
  
  
  

  Business Response

  Date: 04/14/2025

  I spoke with ******, our tech visited the site and back in January and came to the determination that the issue at hand was not due to RR workmanship. I explained this to the customer but he does not agree with our diagnosis. RR stands on the diagnosis to be line abuse. 

  We had a experienced technician go out to the property to inspect the work and found nothing to be of fault by RR. 

  Customer Answer

  Date: 04/22/2025

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

  
  

  
  

  The technician who visited walked around the property and did not excavate, he could not have diagnosed a problem under the ground.

  Again what is "line abuse" if that is the justification for inaction, leaving us to deal with sewer backup and claiming no responsibility for accepting $3k for faulty work, then we should define the term. 

  Was anyone "flushing" anything other than human waste and paper. No.

  Was anyone pouring grease down the sink.No.

  Was the dishwasher run at the same time as the clothes washer. No.

  There was no "line abuse".

  There was abuse of trust and shoddy work. 

  There was physiological and health impact.

  What there wasn't was a seal or connector of any kind between 2 sections of pipe which you can see in the picture were simply placed in the ground "end to end" and without anything to hold the ends together the pipes seperated and allowed dirt in and sewage to bubble up into the yard.

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

  Business Response

  Date: 04/23/2025

  Sent our most tenured tech out to the property on 1/28 to diagnose the situation.  Even after the customers warranty expired as a customer service call.  Our tech stated that a potential cause of the issue at hand "could" be line abuse and/or a shift in sediments etc. It wasn't due to workmanship on Roto Rooters behalf.  At any rate Roto Rooter isn't participating in any shoddy business practices despite what ** ******* seems to think or believe.  

  Customer Answer

  Date: 05/01/2025

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

  
  

  1. I submitted to BBB; documentation and photographic proof, they offer an "opinion" to refute it?
  2. Warranty assumes correct installation, warranty is irrelevant in the face of unfinished work.
       a. They new they existing set up and said they would address it's deficits. The promised work was to result a lasting fix.
       b. They were told about any appliances that use water, they must have known a seal or connection was needed.
       c. They sill installed the pipe with exactly ZERO connection seal. No glue no male to male or male to female pipe connection.
           There was simple Nothing to hold the 2 pipes together.
  3. Roto-Rooter sent the guy out, and he literally said I could pay them thousands more to fix it. 
      Please forgive me if I find that to be suspect, but I feel that's not an outrageous conclusion.
  4. I suspected from the start of the problem there was some faulty installation and they continue to ignore the reality to avoid responsibility and tried to blame me to avoid any responsibility.
      In my humble opinion that is shady business practice.
  5. AGAIN I have proof and witnesses at the excavation that exposed the pipe.
  6. I get their guy might be experienced, but he was not authorized to examine the yard when I was not on property and did the most cursory, surface observation possible.
      I'll be honest I was a little distrustful, with good reason -- they did not try to change my opinion.
  7. Prior to even making examination I was told "It's not anything we did" by their rep in my backyard.
  8. We are just assuming their guy's "opinion" outweighs the facts, photographs and opinion of another experienced plumbing company?
  9. Their negligence lead to a traumatic nightmare of feces and waste, a danger to health for my family, pets and myself.
  10. Their experts decided to not seal the connection or forgot, how much weight does that opinion hold in that light?
  11. NONE of this would have happened had they sealed the connection between the pipes.

  I never had any malice towards them until it became apparent that their repair, that they said would hold for years and not be likely to re-occur...indeed did reoccur. 
  

  They are free to protest all they want, but I lived the nightmare and have the receipts -- they are sending very thin, transparent excuses without even platitudes.

  They clearly attempted to disparage my character and shift blame to me.
  
  

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

  Business Response

  Date: 05/05/2025

  Sent our most tenured tech out to the property on 1/28 to diagnose the situation.  Even after the customers warranty expired as a customer service call.  Our tech stated that a potential cause of the issue at hand "could" be line abuse and/or a shift in sediments etc. It wasn't due to workmanship on Roto Rooters behalf.  At any rate Roto Rooter isn't participating in any shoddy business practices despite what ** ******* seems to think or believe.  

  Customer Answer

  Date: 05/13/2025

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

  
  

  They literally have added nothing to the discussion. What is the BBB recommendation for moving forward; if that is even possible?

  
  
  Sincere Regards,
  
  
  
  ****** *******
  
  

  Business Response

  Date: 05/18/2025

  Sent our most tenured tech out to the property on 1/28 to diagnose the situation.  Even after the customers warranty expired as a customer service call.  Our tech stated that a potential cause of the issue at hand "could" be line abuse and/or a shift in sediments etc. It wasn't due to workmanship on Roto Rooters behalf.  At any rate Roto Rooter isn't participating in any shoddy business practices despite what ** ******* seems to think or believe.

• Initial Complaint

  Date:01/26/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had frozen pipes only in the kitchen sink of my home. I tried to locate a plumber to come to my home on Thurs 1/23/25 but they either did not contact me back or were booked with other jobs for the day. I contacted Roto Roto the same day and they said they would send someone as soon as they possibly available. The serviceman came looked at the issued and was able to locate the frozen pipes that lead to my kitchen sink. I was worried about the price and since I never dealt with this problem even though i know service is expensive I never expected the service man to say that the job would cost $450.00 per hour. The final price that was charged to my credit card was $922.00 for labor and $79.88 tax for a total of $979.88, I felt extremely uneasy and after viewing on line that the average price of unfreezing pipes is $100.00 to $239.00 and if there are pipes that burst it is only $330.00 I knew I was taken advantage of in a desperate situation with the price. The job only involved location of the pipes and clamps placed on the pipes that were frozen.

  Business Response

  Date: 01/28/2025

  I called and spoke with *********. We explained our pricing of the job of what we charge vs what people add online.

  Customer Answer

  Date: 01/28/2025

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

  
  

  
  

  (PLEASE TYPE YOUR REApSONS HERE)
  
  I spoke to people regarding the pricing.  It was not just quotes on line. I could not get an appointment from other companies because they were booked.
  
  
  Regards,
  
  
  
  ********* *******
  
  

• Initial Complaint

  Date:01/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of service 1/8/25 a roto rooter tech came to my home to fix a plumbing issue water was backed up in my tub and toilet. The tech stated he knew exactly where the clog was and could do it from the clean out outside. However in less than 5 min the tech came in and said the problem was done after asking over and over he assured us the issue was fixed. We leave go out of town only to come home to a flooded home where the toilet has backed up again in leas than a week. Another tech comes last night states he’s sure he can fix the issue he will need to take up the toilet after several hours he comes and says he needs his supervisor to come being that this one is tricky and he cant do it because his snake he is only allowed to use isn’t long enough but its still under there guarantee no charge to me. The supervisor comes and immediately tries to sell something as he stated thats his job other than fixing the issue he calls the same tech from last night to come. While both previous techs both stated its not a root or branch issue because there are no trees near the main line the supervisor says thats the issue. Stating that if he cant remove it with the snake (the same one already used last night) he will call and have a jetter come and flush it out. However all lies he coached the tech that had already spent hours trying to fix the problem last night to saying he feels something now its a root or branch and saying the pipe has a crack in it quoting $7200 but not before saying he will sit with his supervisor and tech #1 because theres no way the tech could’ve snaked the clean out outside the only way it could have been done successfully would have been by taking up the toilet and that itself I should be refunded. Now i have water damage in my home and still a backed up toilet. With lies and guarantees and no resolution with only an acting supervisor to speak with

  Business Response

  Date: 01/24/2025

  We have spoken with the customer several times regarding their concern.  We performed service and offered to come back when they stated the issue was occurring again.  We camera'd the line and found roots in the line (Customer took pictures/video from our monitor of the issue).  We offered a permanent solution to the customer that they have not chosen to move forward with at this time.  We have let the customer know that if they are not satisfied with the work or the permanent solution, we will gladly refund her money for the original service and she can seek services from another provider.    

• Initial Complaint

  Date:01/17/2025

  Type:Billing 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.

  We retained Roto Rooter for water mitigation service. Their Employee Matt H***** took our insurance information and told us that they work with our insurance company and we would not incur any out of pocket costs other than our $500 deductible. He also said he would file the claim on our behalf which he never did. We ended up filing the claim with our insurance a week later since Matt did not our return phone calls or text messages. Our insurance company reached out to RotoRooter which billed them $8819.74, which they revised down to $3694.45. Our insurance company paid Roto Rooter $1605.71 which they called reasonable and customary charges for the work performed. Roto Rooter is now balance billing us for $2088.74. We feel this is a dishonest and predatory practice. By the way the insured is 94 years old.

  Business Response

  Date: 01/21/2025

  Spoke to customer we are accepting desired settlement 

  Customer Answer

  Date: 01/22/2025

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