Complaints

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:02/17/2025

  Type:Product 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.

  02/17/2025 Technician over $410 for labor cost and said it would include part/labor and used my parts instead. I believe I should get refund for him using my parts.

  Business Response

  Date: 02/18/2025

  Our labor rate for plumbing is $510 per hour which was quoted and agreed upon prior to work being performed. No parts were charged to the customer, only labor.  Our plumber also gave customer $100 discount off the price. Which resulted in the bill being $410

  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.
  
  Sincerely,
  
  **** ****

  Customer Answer

  Date: 02/25/2025

  I did not resolve this yet. The tech ***** came in my home with muddy shoes and dirty our carpet and floor.  
  
  I was told I would $100 off my coupon and $99 off service which I dont see and now I have extra cost coming up to clean my carpet and floor. 
  
  Please see attachments. 
  
  Thank you, 
  
  Ravi 

  Business Response

  Date: 03/05/2025

  While I apologize that our plumber did not wear shoe covers, that will be address. We charge a $99 service fee just for coming out which would be waived if work is performed. Seeing that we did perform work at our hourly rate of $510 per hour. Our plumber then honored the $100 off coupon as requested, leaving the bill $410. Which is shown on the paperwork you provided. Please let me know what I am missing. 

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22953900
  
  I am rejecting this response because: I don't see the itemize billing.  My statement receipt is showing itemized billing. I don't see $99 was discounted anywhere on my itemized receipt explaining $99 was taken off from $510. I only see the $100 coupon was taken off and the cost is $410. The total cost should be $311. ($510 - $100 - $99 = $311
  
  Sincerely,
  
  **** ****

  Customer Answer

  Date: 03/19/2025

  Who is responsible for cleaning my carpet that was left dirty by the technician 

  Business Response

  Date: 03/19/2025

  The $99 service fee is only charge if we come out to your house and don't complete any work. Since we did complete work, you were charged the labor for the job minus the $100 discount per the email. There never was the $99 service fee charge. We cannot refund something that was never charged.

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 22953900
  
  I am rejecting this response because: who's going to pay for my dirty carpet cleaning cost? Your technician came inside with dirty muddy shoes and ruin our carpet.  
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 03/28/2025

  I am confused as the first several complaints were regarding the bill, but now all of a sudden your carpet is dirty? Do you have supporting pictures of what was dirty.

  Customer Answer

  Date: 04/09/2025

  Attached is the photo of my dirty carpet from technicians shoes and I have cleaned it since that day but I want to be reimbursed for my trouble and inconvenience after tech left with this mess. 
  
  Thank you 
  

  
  

  Business Response

  Date: 04/09/2025

  This was never in the original complaint. Now all of a sudden it is an issue. We would have addressed it if brought up at the time of service, but since there has been extended time since we were at the location there is no way to determine who caused that. 

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 22953900
  
  I am rejecting this response because: I did not receive any response from you regarding my carpet cleaning! 
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:04/30/2024

  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.

  The company provided services, some of which my insurance company would not pay for due to the services being unnecessary or exceeding industry standards of practice. The company refused to explain any conditions that would have made these services necessary, and refused to explain why they exceeded their own determination of requirements and billed me thousands of dollars for it. A representative of the company got verbally aggressive (via email) when asked to explain.The company initially refused to provide any invoice for the amount they were billing me. The business claimed they could not provide details of which services they were billing for because they did not have information from the insurance company regarding which line items were paid by the insurance (the insurance adjuster says all of that information was provided to the company with payment of the services that were deemed necessary). The company eventually provided a rudimentary invoice with this information, but still no details regarding which specific tasks or equipment they were billing me for. I have mailed the payment of the invoice to avoid being assessed late fees or subject to punitive consequences for missing the payment deadline, but i still have no explanation for why they chose to deploy the services and equipment they did.

  Business Response

  Date: 05/10/2024

  Unfortunately, we tried working in good with faith with ************************** insurance company. They did not agree the standard of care set forth by the ****** which is the industry standard for Water restoration. All work that was completed was documented and had pictures to provide visual evidence of billed work. Upon completion we use the insurance program to itemize and bill out all the work completed. This is our invoice for this specific job. This was provided to both the insurance company and **********************. The insurance company only paid a portion of the total bill, leaving ********************** responsible for the remainder. She asked for an additional invoice, however we could not get any clarification from her insurance company detailing what exactly they were paying, to provide a separate invoice. We have all correspondence with not only her but her insurance company. We feel that the insurance company failed to cover all loses and did not meet the requirements to return the home to pre loss condition.

  Customer Answer

  Date: 05/12/2024

   
  Complaint: 21640899
  
  I am rejecting this response because: I have been provided with no explanation regarding the companys decision to deploy equipment in excess of their own calculations. Five scrubbers (also called AFDs, Negative air fans, etc) were deployed, while M ****** has repeatedly justified the use of only three.

  Per M Wassons own calculations, in an email sent by her to me on April 22: Two AFDs only would be enough for 1000 *** *** and since the *** was 1089 three AFDs were warranted and justified! (This text has been copied and pasted from her email.)

   My insurance provider only paid for two, and i agreed to pay for a third, but since April 8 i have been requesting an explanation for the deployment of the fourth and fifth. Since that explanation has never been provided, i believe i am owed a refund of the cost of the two AFDs and their filters.

  I do not believe it is my obligation to ensure Roto Rooter has the documentation they require for their bookkeeping. If they are unable to get documentation detailing which of the line items Liberty Mutual paid, Roto Rooters business or legal departments should be able to escalate that, rather than providing blank invoices to customers. 

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/24/2024

  We finally received information from the customer insurance company regarding what they decided to pay. Now that we have this information, we can begin to create a revised xactimate invoice for the customer for the remaining balance that her insurance refuse to cover. Once we that created, we will forward to the customer.

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21640899
  
  I am rejecting this response because: it does not address the use of five scrubbers when Roto Rooters expert said only three were necessary. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/04/2024

  We are currently in the process of recreating the invoice based on the information provided by claimant's insurance. While vague and not extremely helpful. We will provide as accurate of a final bill as we can. We have discounted and revised our bill several times already. As stated before, claimant should be discussing issue of none payment as they did not cover the repair of the home back to pre loss conditions. 

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21640899
  
  I am rejecting this response because:

  *********************** said 3 scrubbers were needed. Your crew used and charged for 5 scrubbers. Please explain. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/09/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 08/03/2023 I met with ***********************************, who was an estimator with ***********. He looked at a 3 inch by 3 inch section of below the vanity in my bathroom and said it would be between $500 to $2500. He verbally said that it would be on the low end based on his experience, but he needed 1/2 of the high bid before he could get started. I signed the estimate and when they completed the work on or around 08/06/2023, I was advised that the total was $2500. I made several attempts via phone and email to reach **************** and I was advised that he was no longer with the company. On 08/11/2023 & 08/24/2023, I communicated with ***********************, Water Property Mgr, and I advised him that my home warranty company needed a Certificate of mold remediation and he said that his company does not do that. On 08/28/2023, I reached out to *********************, **************** Mgr in Corporate, ***********************, ***************************, ********************************* advised them that I needed a certificate of mold remediation before my home warranty company could repair the hole in my bathroom and reconnect the ****************************** *********** sent me a letter saying the situation was resolved to my ***************** warranty company said this was not acceptable. On 10/24/2023, I put Roto Rooter on 30 day notice of my need for a mold remediation certificate, and they said that they do not provide that. I sent an email on 12/04/2023 with a copy of their advertisements on their website that said that they do mold remediations and within a few hours I received a mold remediation letter, but it was after my 30 day period. The letter said that it was possible microbial growth. They tested for asbestos and it was negative. Why did you not test for mold. This would have potentially saved me money. My vanity is still in the middle of my bathroom and the hole is still there. l have asked for an adjustment on the $1250 balance because this has been a nightmare!

  Business Response

  Date: 12/29/2023

  We completed our work on August 8th. Small bathroom demo and drying. We removed some possible microbial growth on drywall. Cleaned and dried surrounding areas. Customer requested information stating that we treated mold. All we did was remove material, clean, sanitized and dried the area. The total work was more than the do not exceed price of $2500, at which time we discounted down to the $2500 price. 

  Customer Answer

  Date: 01/08/2024

  You tested for asbestos and that test was negative, but it cost me over $800. What test did you do for black mold? This was a job that was treated as if it was black mold. If it was not black mold, I was way over charged. Please provide me with proof that it was black mold. 

  Customer Answer

  Date: 01/15/2024

  In my last communication, I requested proof that the 2x3 inch drywall that they removed was black mold. I have yet to receive this information. This was a job that should have only been a few hundred dollars, unless they can show me that black mold was involved. 

  Business Response

  Date: 02/05/2024

  We tested for asbestos as required by law before beginning work. We removed the microbial growth that was observed and disposed of it. There was no additional issues detected. Surrounding areas were cleaned and treated per IICRC standards.

  Customer Answer

  Date: 02/13/2024

  My warranty company rep came to my house said that the small area under my vanity appeared to be black mold. Mold Busters found that 16% of indoor air samples tested positive for black mold. My point is that a $500-$600 job became a $2500 job because you didn't test for black mold, and just took the high range that I was given. Consumer Affairs has your company rated as 1.6 stars out of 5. BBB gives you a D- and it shows that you are not accredited by them. There are several documented cases that state that your company "willfully or fraudulently overcharged for work that was not required,  causing a substantial injury, " I just want customers to be aware, and don't get taken to the cleaners. 

• Initial Complaint

  Date:12/01/2023

  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.

  A storm window (20x54) at the residence of *************************** was broken about 8/14/23 during excavation when a shoring clamp hit it. Roto-Rooter does not repair windows and requested ***** to repair the window and invoice be sent to *******************, ******************************************************************************************************* for payment. This was done on 9/11/23 by *************, ************************************************************* **************, Invoice #*****, dated 9/8/23, for $595.00 which was sent to Roto-Rooter for reimbursement to ***************************. A final phone call was placed 11/3 which verified Roto-Rooter has the invoice, the team is working on the issue, but no ETA could be given as to payment date. As of this date, 12/1/23, no reimbursement has been received. Roto-Rooter ticket order #********.

  Business Response

  Date: 12/13/2023

  Roto Rooter delivered refund check to customer on 12/12/2023. 

  Customer Answer

  Date: 12/13/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  There was a leak under my kitchen sink in August 2023. I called Roto Rooter to check out the issue. There was a project manager assigned to my account and I was given an estimate of 2500 - 7500 to fix the issue and clean / restoration. I signed the work order and work started. The project manager quit but no one told me. A new project manager named **** was assigned. As work was progressing, they claimed there was a leak in my upstairs bathroom as well. My insurance company needed a certified plumber to go out and inspect the bathroom. ************************* with ******* Plumbing came out and tightened fill valve and nut on stop. Fixed the problem. We have a written report from him. Roto Rooter reported to my insurance that I had category 3 damage (black water containing pathogens, toxins and human waste). They removed my toilet, bathtub, and counters. In my kitchen they removed my kitchen counters, sink, and cut a hole in my ceiling approximately 5 x 8. This bill turned into almost $21,000. I am a single mother with a 3 year old. I dont have that kind of money. I borrowed to pay it because I had no other choice. I have tried contacting them via phone, text and email. My insurance has also tried contacting them as well. I have asked several times to explain how the problem happened and ow to prevent it in the future. They are not responding at all. Ive had to seek other living arrangements for myself and my daughter for the last three months. My water has been turned off and my home is unlivable. *********** has refused to provide me with an itemized bill, any explanation of what went wrong and left my home destroyed. My insurance isnt going to cover anything because they say they are missing information and Roto Rooter won't respond to them. I need my home back and restored. Please help .

  Business Response

  Date: 12/18/2023

  Roto Rooter completed our water mediation job in August. Our work was performed according to the ***** standards of care. Once we were done, the residence was dry and ready for the complainant's contractor of choosing to build back those areas to original or better condition. While we try and save as much as we could, sometimes it is not possible. This could be due to damage caused by water or necessary to remove. As seen in the pictures, the toilet and vanity were saved, bagged and stored in an adjourning bedroom. The tub however was needed to be removed to access areas of water damage. All documents and pictures were sent to the complainant and their insurance company. The complainant and our water **** did have contact in September and October.  Then the complainant's sister reached out and we let her know we could not discuss the details without her approval. We let her know to have the complainant contact us to give us permission to discuss with her. At this point no further contact was made. I attempted contact with complainant on 11/28, upon being notified of complaint. There was no response to this initial contact. I again followed up on 12/7. This time the response I received was, were was the toilet, vanity and tub. I responded with the attached pictures and let them know they were in an adjourning bedroom. Then was told they were no longer there. We document everything for insurance, including kept and removed items. I have all original documents that were sent to the complainant and insurance company, but are too large to attach to this response. I can forward for anyone wishing to review.

  Customer Answer

  Date: 12/23/2023

  Hi *******, 
   My sister, ***** reached out to Roto Rooter on 10/21 asking for an update on my house.  *********************** at the company responded that I needed to give permission to talk to ***** and so I did.  ***** never replied.  We also asked if we could meet with them at their office. No response.  I had a trip I had to go on at the end of August so I left the workers with a key so they could finish the drying process.  I returned to see my bathroom completely gutted and no explanation.  Im sending a video of how my house was left.  No toilet, tub or counter.  He said the tub was destroyed but the vanity and toilet were fine. Im also sending the emails from Roto Rooter to me and my sister.  
  We dont understand what exactly the problem was in the bathroom or kitchen.  They claim is was a black water category 3 which is considered sewage.  The supply line water is clean water from the city.   So this claim doesnt make sense. There was no sewage, smell or staining anywhere.  
  The initial estimate was about $7000 then it jumped to nearly $22,000.  I had to pay it all because they wouldnt take payments.  
  
  
  Thanks,
  *************************
  
  
  
  

  Customer Answer

  Date: 12/30/2023

  I provided a response with photos and a video on Saturday. It said it was received and now you have closed my case you should have not closed my case !! I sent a video and photos and response..  I also tried to email the email you Showed me .  It says failed deliveries every time I have an email to prove it.  
  This should not be closed. We sent a video showing I have no toilet, and no sink in my bedroom at all.

  Business Response

  Date: 02/05/2024

  At Roto Rooter we only provide water mitigation services. It is the responsibility of either the home owner or insurance company to hire an independent contractor to build back the effected areas. As stated in our previous response we completed the work to IICRC Standards and the area was ready to be built back to livable conditions. 

  Customer Answer

  Date: 02/15/2024

  I want reimbursed for a toilet and a bathroom sink! 
  they claim they left these items but they are no where in my house! 
  I sent a video earlier. 
  they should have not taken these items out of my house ! 
  I want reimbursed for the items !