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Business Profile

Drain Cleaning

Roto-Rooter Sewer-Drain Services
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Roto-Rooter Sewer-Drain Services's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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.

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    • Initial Complaint

      Date:04/12/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 have had them out 2 times in the past 2 months. And we are left in worse shape than before. We could use the toilet. Now we can't even do that.

      Business Response

      Date: 04/12/2024

      Tell us why

      We were out on the 23rd and 28th of February and the 12th of April. (today) On the 23rd the customer was informed that although the line did start draining after it was cabled, it wasn't draining as well as it should and that perhaps the line should be have a camera ran down it to figure out what the issue was.  The customer did not want to have it looked at as this was another $125.00 at that time and it was draining but very slowly. it was explained to him at the time that it would not last and it should be camera inspected and located so the line could be dug up and fixed. It is probably seeping into the ground and that is why it is draining so slowly.  Normally to just camera the line the cost is $225.00, but since we were already there we would discount it. We spent nearly 5 hours on this day and only charged him for 3 hours as we were trying to help him out. The line was very sludged up from not completely draining for a very long time.


      We went back out on the 28th of February for another hour and once again explained to him that he needs to have his line located and fixed. He said he would wait till the weather was nicer and he would fix it him self. There was no charge on this day. 

      On the 12th of April we were called back because it had quit draining all together.  This is what we warned the customer about in February. At this juncture we could get the cable out to a very bad spot around 110 to 120 feet. The cable came back very shinny, indicating that the cable was going outside the pipe into the dirt.  Once again we explained that the line is probably broken and needs to be dug and fixed.  Nothing we can do to change this fact. We are sorry he has a broken sewer line but that is a fact that happens every day and there isn't any thing anyone can do but dig it up and fix the line.   There is no magic fix. 


      Without using the camera/locator, there is no way of knowing exactly were to dig the line.  Customer refused to use this diagnostic equipment.  There really is nothing further we can do. ere...

      Customer Answer

      Date: 04/23/2024

       

      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,



      ***** ****

    Roto-Rooter Sewer-Drain Services is BBB Accredited.

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