Complaints

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

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  Roto-Rooter Plumbing & Water Cleanup

  4752 Alpine Rd Columbia, SC 29223-4053

• 

  Roto-Rooter Plumbing & Water Cleanup

  PO Box 5719 Columbia, SC 29250-5719

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:06/20/2025

  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.

  06/8/25 Roto rooter came to fix a leak under our house. We paid $880.13. The leak came back a few days later and was leaking from the same spot under the house. Roto rooter came back on 6/15/25 to repair the leak and claimed it was a different pipe. However, this pipe was part of the same line they "repaired" before and was leaking a foot away from original "repair" I was told when they came back out there would be no charge as it is under a 30 day warranty. They charged us $360.33 They also did not provide us an itemized bill upon request.

  Business Response

  Date: 06/20/2025

  On  June 8, we went out to the property to repair a leak on a pipe. Doing that time a small section of pipe was replaced not an entire length of pipe nor the whole home plumbing system. A couple weeks later, the homeowner called back stating that there was a leak again in the same spot. So our office informed them that we send a technician back at no charge to evaluate the situation. When the plumber went back, he found that there was a leak on the pipe somewhere else not on the section that was replaced. The warranty would only cover the section of pipe that was replaced or the connections to the existing pipe, where the plumber connected the new pipe to the old pipe. The warranty would not cover your entire plumbing system for the money that was charged. We are unable to refund you but to try to assist you, we extremely discounted the price as a courtesy to you since we had Just repaired another section recently. You had the service done and it was paid for there was no issues at the time you were not forced to use us for the second repair however, you were aware that no one would do repairs for that cheap. I’m sorry that we cannot refund you for The work that had to be completed that was additional to your other repair.

• Initial Complaint

  Date:05/15/2025

  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.

  The 5mb upload size limit greatly reduces being able to provide adequate documentation for this process.
  
  I. SUMMARY OF DISPUTE
  Roto Rooter practiced deceptive business, failed to adhere to IICRC S500/S520 industry standards, used improper billing techniques, along with introducing potential health risks posed by inadequate containment and remediation procedures. The attached evidence, including photographic documentation, will demonstrate that Roto Rooter failed to follow professional standards, resulting in undue charges and improper remediation work.
  
  
  
  ________________________________________
  III. SPECIFIC IICRC S500/S520 VIOLATIONS
  1. Containment Failures:
  o Containment barriers were not sealed, increasing the risk of airborne contamination.
  o Air movers were introduced before contaminants were removed, against IICRC standards.
  2. Improper PPE Usage:
  o Roto Rooter technicians did not wear PPE during demolition, exposing the homeowner to potential biohazards.
  o Homeowner was unaware of contamination risks and removed cabinets himself, following the technician’s example.
  3. Unnecessary Charges & Improper Billing:
  o HEPA vacuuming charged despite being performed out of order.
  o Equipment placement for staging purposes rather than actual remediation.
  o Charges applied for services never properly documented.
  4. Failure to Follow Proper Remediation Sequence:
  o HEPA vacuuming and antimicrobial treatment were performed after drying, rather than before.
  o Steam cleaning was conducted on already dry flooring, potentially embedding contaminants deeper into materials.
  ________________________________________

  Business Response

  Date: 05/15/2025

  Hello

  All work was performed as per IICRC S500 standards. We are unable to discuss this any further as at this time we have filed a lawsuit against the homeowner. We did have the insurance agree to work performed however they did still owe a balance. 

  Business Response

  Date: 05/21/2025

  We are unable to discuss this matter with this induvial as it is with our attorneys in our legal department 

• Initial Complaint

  Date:04/01/2025

  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 don't often write poor reviews as I believe in giving and offering grace. In this particular instance with Roto Rooter, I would be doing others a great disservice not WARNING them to never use them for plumbing or water mitigation services. I had a leak in my new home in December, not having much experience with this type of home repair I googled plumbing companies and Roto Rooter populated. The repair person showed up to fix the repairs and when asking about the root cause and obtaining invoice on the document it stated "didn't trust shut off valve so replaced". He didn't test the item just replaced them and charged me $600. Andrew Resendez then showed up discussing all the things that HAVE to be done right away and how Roto Rooter could be in within the hour to complete mitigation. Time and time again throughout this very vulnerable experience I inquired about cost and my USAA insurance coverage, Andrew ASSURED me based on his experience that everything would be covered because they use the same computing system as insurance companies. I had other conversations throughout the mitigation process to make sure nothing was completed unnecessarily as I am a one income household and I don't want to be left footing a bill as I had read in reviews after they had already started mitigation. Mitigation team showed up smelling of marijuana, but did complete the work. Fast forward I've paid for my repairs and had to pay a little out of pocket as well. Roto Rooter contacts me Friday (over a month after my repair completion) stating I have a $13,000 bill left with them and I have not heard from Mr. Andrew Resendez either since he assured me he would be with me throughout this process. This appears to be a business practice of theirs and in the economic crisis we are in right now please do your research before going into business with them or anyone with similar business practices.

  Business Response

  Date: 04/02/2025

  We spoke with Ms. ******** 4/1/2025 and made her aware that we are more than willing to work with her insurance company to have this clam covered and she seemed satisfied with that at the time. I understand how this can be overwhelming at times. Ms. ******** then posted this complaint after speaking with her at the time she seemed to be interested in helping us work with the insurance company. At that time our G.M. reached out and left a message and now we are unable to get a hold of her. 

  Customer Answer

  Date: 04/09/2025

   I am rejecting this response because: This information is incorrect. The complaint was filed prior to speaking with Roto Rooter and this was advised by myself to the manager. At this time there is still no resolution as Roto Rooter is not willing to reduce cost and my insurance company has completed a second look at the claim and found that the business over charged me with unnecessary work that was completed. 
  
  
  
  Sincerely,
  Jericha P

  Business Response

  Date: 04/09/2025

  On 4/9/25 we spoke to Miss ********. We explained to her that we are in contact with the insurance company to review and discuss further we have a meeting with the supervisor from her insurance company department to review the claim at no point has been told that she was overcharged and all work is performed using the xactimate system, which is in industry standard. We explained to her today that once we speak with the insurance company, we would reach back out to her to proceed forward at this time. There’s no reason to reduce the bill. We are on sure why she continues now to contact the Better Business Bureau when we’re in contact with her and trying to resolve the issues that she’s stating

  Customer Answer

  Date: 04/10/2025

  I am rejecting this response because: some of the information shared in response was inaccurate, however we are now the middle of finding a resolution although I’m not confident one will be found.
  
  
  
  Sincerely,
  Jericha ********

• Initial Complaint

  Date:03/20/2025

  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.

  The first floor of my home was flooded back on July 2, 2024. Roto Rooter came in and demoed four rooms of carpet, an eighteen step stairwell, tile flooring in the restroom and wood flooring in the kitchen and the hallways on the first floor of a my 4400 square home. At the end of the process, I was billed almost $50,000 of which my insurance company paid around 35,000 explaining that Roto Rooter did not follow industry standards. Roto Rooter is now trying to bill me almost $10,000 for the balance.

  Business Response

  Date: 03/21/2025

  Hello 

  This is not correct; we have attempted to contact Mr. ****** on many occasions and have had no success. The original bill was adjusted at the request of the insurance company down to $38,517.85 to which the insurance company covered $33,674.43, leaving Mr. ****** with a balance due of $4843.42. We have been attempting to collect this balance. He will not answer nor respond. The amount due is less than half of what Mr. ****** thought it was and we would like to collect this balance.

  Customer Answer

  Date: 03/21/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  Melvin ******

• Initial Complaint

  Date:09/23/2024

  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 hired Roto Rooter back in May as I was having issues with plumbing drainage in my house. They replaced my main sewer line, but also dug up my gas line in the process, as they did not mark utilities before digging. 811 came out *after* Roto Rooter had already done their digging. Roto Rooter failed to notify Dominion of the damaged gas line; I had to notify the technician when he came out after the fact that it had been damaged.
  Additionally, Roto Rooter didn't finish the job correctly, putting the clean out in the wrong place, and failing to fill the hole in my driveway fully, causing it to collapse and my partner's car to sink into the ground.
  After all these failures, I was not surprised to learn that Roto Rooter had also failed to tie my house entirely into that sewer line. As a result, I am still having drainage issues in September.
  When I asked them to rectify this mistake, they quoted me an additional $7,698.69 to finish the work, but discounted it to $4,684.77, with their technicians admitting that the issues should have been caught during the initial work.
  I paid them $8,154.98 the first time, and they didn't do everything right that time. I certainly have no intention of paying them several thousand dollars more.
  I contacted the manager and he said there was nothing he could do, despite the fact that the FIRST job should have a 1-year warranty for the work.

  Business Response

  Date: 10/22/2024

  Attached is the Invoice that was approved by signature and information for the work preformed. We did replace the main sewer line from the house to the city connection. As per the concern of the damaged gas line the invoice states that we can not be responsible for the private unmarked utilities. The work was preformed on 5/28/2024 at *** ******** Dr. Then on 5/31/2024 we returned and moved the clean out for the city as per requested at no charge. On 8/1/2024 We returned again due to an issue with the pipe that was installed and it was repaired, the car that was stuck was removed and all work was cleaned up at again no change per the warranty. on 9/11/2024 we found that there was a back up in one of the bathrooms it was found that the bathroom in question was connected to an old septic tank which was never discussed with us. We explained that there would be a charge to connect that pipe as that was not apart of the original estimate to replace the pipe from the house to the street. Any additional work that would be needed that is not part of the original repairs would be at a cost as that was not the agreed upon scope of work. 

  Customer Answer

  Date: 10/22/2024

   I am rejecting this response because I paid for Roto Rooter to fix my plumbing issues *in total* and they failed to do that.

  Also, marking utilities is supposed to be the responsibility of the plumber, so hitting an UNMARKED utility was still their fault, as they didn't have the utilities marked.
  
  
  
  Sincerely,
  Mickayla S****

  Business Response

  Date: 10/24/2024

  Hello

  We completed the work as stated on the invoice which was approved. Unfortunately us nor the home owner knew that one of the bathrooms was connected to and old septic tank. When we completed the job everything was flowing fine. We never said that we would repipe the entire home for the cost of work only repipe the sewer from the outside pipe to the street. We did hit a gas line which we scheduled to return and fix the next day when we had the parts. The home owner choose to call there gas provider the same day and had them make the repairs to the gas line. We where also told that the gas system was no longer connected to the home. 

  Customer Answer

  Date: 10/24/2024

   1. I have to take your word for it that the pipes were connected to an old septic tank, because even on your follow up visits, you didn't confirm that. You're just making that assumption. I wasn't present at the time that the digging occurred, and based on the quality of the work that took place, I would not be surprised if pipes were seen and ignored during the initial dig.

  2. Everything you've responded about the gas line is false. I did not contact the utilities, Roto Rooter did, AFTER completing the dig! I did not request the fix, the Dominion tech was coming out to spray/mark utilities WHICH THEY SHOULD HAVE DONE BEFORE ROTO ROOTER DID ANY DIGGING. I actually had to wait for a call from the Roto Rooter office asking about my "satisfaction with their job," at which point I asked the customer service woman if she knew they had hit a gas line. According to her, the original guy hadn't even put it in his report. The office didn't know he had done it, until I told her. The Roto Rooter guy put a TEMPORARY cap on the line, buried it again, and didn't tell anyone. If my boyfriend hadn't been home at the time, it would never have been addressed.
  
  
  
  Sincerely,
  Mickayla S****

• Initial Complaint

  Date:08/01/2024

  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.

  We had a tech from rotor rooter to come out and gave us a verbal quote of $850 to repair a leaking line in the wall of our home to stop a leak. We gave the technician the ok to do the job because the leak was causing damage to our home. The technician didn’t do what he quote my husband. He only put a hot and cold water hose to our washing machine and pull it back against the wall like he had completed the job. My husband paid him $850 in cash he stated he had lost his table and couldn’t give us a receipt or paperwork of the job he did.my husband have him to sign a receipt that he made out. I want all phone call conversations pulled. This has been very stressful for the both of us. I hope that you can get this resolved.

  Business Response

  Date: 08/01/2024

  Hello

   

   

  We appreciate the opportunity to respond to the recent complaint filed by Mr. & Mrs. *******. It is important for us to clarify the services provided and ensure transparency regarding the work completed.
  The complaint states that only washer hoses were replaced. However, our records indicate that during our service visit on July 30th, we not only replaced the washer hoses but also updated the shut-off valves and performed necessary repairs on the pipe to properly install the new shut-off valves. Our team took these additional steps to ensure the customer's plumbing system was functioning optimally and safely.
  Customer satisfaction is a priority for us, and we strive to maintain high standards in our work. That is why we always ensure the customer signs to approve the estimate before we start work, which is what Mr. ******* did.   We welcome any follow-up discussions with the *******s to address any further concerns or clarifications regarding the service performed. We are committed to resolving any misunderstandings and ensuring our customers feel heard and valued.
  Thank you for your attention to this matter. We look forward to the opportunity to clarify any misconceptions and continue providing quality service to our customers.

  Customer Answer

  Date: 08/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Hello, I called the day that the work was supposed to be completed. I spoke to the general manager and he and some of the employees gave me the run around for over 24hrs. I requested a short to come out to take a look at the work because the work wasn’t completed as stated. The company's said that my husband signed a contract which he didn’t. His initials were forged. The technician didn’t give him a receipt upon completing that $200 or less job. Which we paid $800 dollars. He stated he had lost his tablet. Because they didn’t do the job that we asked them to do. We are asking for a complete refund. The problem was inside the wall not the washing machine. The leak is still there. The technician stated that if he goes inside the wall he would not be able to replace it back. He was told that wouldn’t be a problem. If we don’t get this resolved we will be contacting our attorney. I don’t care how long it takes. This situation has caused my husband and I a lot of stress. That’s like a SCAM.
  
  
  
  Sincerely,
  
  
  
  ******** & ***** *******

  Business Response

  Date: 08/02/2024

  Hello

   

  On 8/2/2024 at about 12pm I spoke with Mrs. ******* on the phone about this complaint. I offered to send a plumber back if there was still a leak to have that repaired which she declined. She told me that if the BBB doesn't resolve this she will speak with her attorney. The iPad (as referred to in her response) was left onsite at her home while the plumber left to get parts and then when he returned it "disappeared". After speaking with Mrs. *******, it appears that this issue was the cost of the work which was explained to Mr. *******, approved and paid for by him as well. Mrs. ******* states that the signatures where not her husband's however our plumber onsite stated he did sign.  Unfortunately, it appears there may have been a miscommunication between the homeowners on who had authorization to approve the price. We again are willing to have a plumber to return, please reach out to me if you change your mind. 

• Initial Complaint

  Date:03/13/2024

  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 came out and performed a service at my residence on 1/22/24.
  I had issues with the professionalism of the company and service provider as documented before.
  Now, less than 2 months after the service was performed...the same issue is occurring.
  Not sure they did their job properly, and for an $800 service, I would like the issue to be resolved completely.

  Business Response

  Date: 03/13/2024

  On 1/22/2024 we went out to **** ******* Dr Columbia SC 29***. When the plumber arrived, it was found that the main sewer line was clogged and Mr. ****** was given a price for work and excepted the estimate.  The plumber removed the toilet to use a cable machine to clear the line. The line was found to be full of wipes which caused the sewer to become clogged. Due to the abuse of the sewer we could not warranty the line cleaning. Prior to the plumber leaving, the system was tested an working fine. After a month the customer is now stating that the work was not completed. Attached is a copy of the invoice. We can not clean the line for free however we are willing to offer a discount for the job if Mr. ****** would like us to return.

  Customer Answer

  Date: 03/25/2024

  
  
  Complaint: 21426305
  
  
  
  I am rejecting this response because: I filed a complaint about this before but once the new plumber came out today, I have new problems with Roto Rooters service. Come to find out...they never cleaned the line past the house. The RR technician started to dig a hole to clean the pipe but actually ended up stopping and not doing it. The pipe was never fully accessed, opened up or cleaned out as told to me by the RR tech. The new plumber said they didn't do the job fully as they described and they mislead me about the service they provided
  
  
  
  Sincerely,
  
  
  
  William ******

  Business Response

  Date: 03/25/2024

  Hello

   As attached is the invoice where it is very clear of what work was performed and agreed to. The work was completed and was signed off on. the invoice states that there was no warranty due to the residents abusing the sewer system with wipes. If the problem was never resolved, then the issue would have not been cleared and the sewer would have not worked the day we were there. Mr. ******, the clog returned two months later there is no saying what may have been flushed down the drain to cause another issue. And I would like to see the invoice from the other company that states we didn't do the job properly.  

  Customer Answer

  Date: 03/27/2024

  I am rejecting this response because:

  1. the tech only cleaned under the house.

  2. the tech dug a hole outside, took me outside to show me where the clean drain was.

  3. the tech never actually made it to the pipe and cleaned to the street...which when the new service provider showed up, tapped on the pipe and said...everything is clogged right outside the house and hasn't been cleared.

  4. the tech showed me the pipe, implying work happened at that junction point and that never happened

  5. the tech never ran the water, to confirm or prove that the entire line had been cleared,

  6. it took me two months to see this because 95% of the time I shower at the gym...when I had guests at the house and they took a long shower is when I realized you never actually did the job

  7. you charged $740 for a halfway completed job, the new guy charged $325 for the complete job.

  8. I specifically asked for an invoice with the breakdown of the work complete and you said "we don't do that" and you gave me another glorified receipt.

  9. had you provide the breakdown of services in an invoice like all other service providers I would have known that your tech never pushed the clog to the street and truly and professionally cleaned the line like requested.

  10. he also showed up 2 hours AFTER the window of when services were to be provided...comes across as he did the bare minimum to get the job "complete" just so he could go home

  Sincerely,
  William ******

• Initial Complaint

  Date:01/19/2024

  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.

  The service request was made on 1/5/24 to cleanout mainline. Even though the line was working,
  I had had problems with temporary clogs and wanted to fix the problem. On 1/8/24, Roto-Rooter came to my home at approximately 10:30a to provide service. The commitment was to cleanout main up to 100 feet for $462.00. After using two different size augers both measuring 80 feet, the technician returned to requoted $1,800 to bring in additional equipment, Xray machine and water blowout since he could find no clog in the line. I agreed to the price increase to get the issue fixed. Upon a 3 hour wait for additional equipment to arrive, they performed flushing and xraying finding root clog at the end of the drain. I was quoted $3300 to dig to clear the drain. I contacted the company the next day and requested a refund due to the issue not being resolved. and requested an itemized billing. I have not received an itemized bill and they offered me a 10% discount if I would remove my low rating of them online. I refused since I was not provided the service requested. Invoice # for original quote is 619-3520015. I had the City of Florence come out to see if they could help but it is not within their area. Included in their email was a picture of the issue which I shared with Roto-Rooter.

  Business Response

  Date: 01/21/2024

  Ms. ****** had contacted our office due to mainline blockages on her sewer line and requested a camera inspection. When our plumber arrived if was found that the main sewer system was clogged at the clean out located on the right side of the home. He gave Ms. ****** an estimate to clear the line and run a sewer camera to which she agreed. After attempting to clear the line with a sewer machines (Multiple) Ms. ****** was then informed that the line would have to be jetted to be cleared in order to use the camera and there would be an additional cost. She once again agreed. The Equpment had to come from about 1.5 hours away. She was not charged for the travel or for the time the other plumber had to wait onsite. Also, with as much time it took for the jetter to show up she never once asked to cancel or had issues with the price, The jetter arrived and the line was cleared it was found to have roots entering the pipe. She was showed the issues, and the line was also located and marked with white paint. It was then explained to her that the issue may return due to the break and to contact the city first to see if the pipe was their responsibility due to the location of the pipe was pasted her property line. At no time was she displease with the work or the services. She the days later wrote a negative review about our company, so we contacted her to resolve it. She then demanded we return $900 to her. The general manager offered her a discount on the sewer repair which she declined, and also offered a discount on the bill to remove the review which she declined. The copy of the invoice was emailed. There is no bill to itemized as we are a flat rate company. The day of the service everything was fine till she was told by the city that it was her pipe which we explained that was a possibility to her the day of the service.

  Customer Answer

  Date: 01/22/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I requested an itemized bill to reflect the breakdown of the "flat rate" services provided. I was told they spent 5 hours onsite which is true but 3 hours of that was waiting for the equipment to arrive from Columbia which I did not agree on paying for travel time.  The contract was for 100 feet of auger (each size auger) but they only brought  2 - 80 foot augers of differing sizes for which I was $452.  I was told that additional equipment was need to clean the line out further and to identify location for which I was requoted $1800 which absorbed the first quote, for a camera and blowout equipment.  I did tell the technician that the quote was steep since *** ******** had quoted $200 for the camera. Due to the difference in quotes, I require an itemized bill which should be available based on their flat rates. I will not remove online negative feedback until they can prove me wrong about excessive charging. 
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 01/23/2024

  Ms. ****** 

  Our company works out for flat rate price guide. We never once charged you for the time it took for the equipment to arrival on site nor did we charge you any travel charges to come out to your location with the equipment. You contacted our office almost a week after the work was complete, stating that you felt the cost was expensive. We are sorry that you feel that way. We may not be the cheapest nor are we the most expensive. But we do have the proper equipment, training and experience to handle any job. You have received the invoice which has the total cost of the job and has what was done. I believe that you’re upset that the city will not make the repairs and that more work has to be done. Our GM did offer you a discount even after you approved the work and it was complete and you declined. The day that we where onsite there was is zero hesitation from you to proceed with the work that needed to be done I’m not sure what might’ve changed after the fact.

• Initial Complaint

  Date:11/27/2023

  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 contacted Roto-Rooter at (803) 256-0543 late on 10/26/2023 for my 83 year old mother as water was gushing out of the main valve in front of her home located at **** ******* Drive, *****, SC 29***. This main number dispatched us to Lacey ****** (803) 682-6911 as the local Roto-Rooter serving *****. She sent an employee to the home to shut off the water. On 10/27, Ms. ****** sent her employee, Justin ****, to the home to repair the waterline. Mr. **** arrived in a Roto Rooter truck and wore a Roto-Rooter shirt. I noticed that on 10/27/2023 my mom wrote a check to Justin ****, instead of to the company (Roto Rooter) in the amount of $1,385.16 and another check to Mr. **** on 11/4/2023 in the amount of $4,300.00. The total paid to the Roto Rooter employee was $5,685.16. As this seemed suspicious, and Mr. **** kept returning with a list of other items that needed to be repaired, I contacted Ms. ****** to inquire about her employee and his request that checks be issued in his personal name. Ms. ****** confirmed Mr. **** was her employee, but stated he must be operating under the table. I've contacted Ms. ****** repeatedly in an attempt to resolve this matter as she is responsible for her employee. I've asked her to provide a detailed accounting of the repaired items including the cost of all materials and labor so I can determine whether all repairs were made and that my mom was not overcharged for the work. Ms. ****** continues to state she is working on the detailed report and will forward it to me, yet she never follows through. I plan to hire a vetted plumber in the area to check the work/materials and will request reimbursement from Ms. ****** as she cannot be trusted. I'm not sure if this is the correct Roto Rooter (Irmo, SC), but it is the only one that came up in the BBB search close to my mom's address. With the names/phone numbers listed in this complaint, the BBB should be able to contact the correct person for resolution of this matter.

  Customer Answer

  Date: 11/27/2023

  This matter has been resolved.  The business finally provided me with an invoice of the work performed with a 1 year guarantee for labor.