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Business Profile

Sewer Cleaning

Roto-Rooter Sewer And Drain Service

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sewer Cleaning.

Complaints

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:20/08/2024

    Type:Billing Issues
    Status:
    Answered
    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 was getting my sewer line snaked, the tech ended up severely hurting himself in the machine. My wife and I had to rescue him from the cable wrapped around him arms and chest. He was too injured to finish the job, so they sent a second tech. After dealing with the injury and moving of equipment and that whole nightmare the company charged me for the entire time they were at my house. The job took 1 hour to complete but they charged for the entire incident. I called them and ask to adjust for the tech getting hurt and they said it was a two man job anyway so the charge will stay the same. Even tho the second tech completed the work in under an hour.

    Business Response

    Date: 21/08/2024

    Good Morning,

    I am writing in response to the attached email.  We attended the house as
    mentioned and the tech did have an incident where the cable and blades got stuck
    in the line and caused the cable to buckle on his hand or hands.  I am not privy
    to what actually transpired at the site as I was not there.  Our tech called the
    office and informed them of the situation, he said that he had gotten the cable
    free and was unsure what had happened,  he was rattled but said he was ok.  Our
    dispatcher told him to not do anything and we would have someone right over to
    help him.  A second tech arrived and checked on him and continued to continue
    with the job.  If the first tech had any physical injury (which he did not) he
    could easily have left then to seek attention, but he stayed on site.  The first
    tech was on site for 3 hrs. and the second tech for 2 hrs.  We had been at this
    house previously, 3 years prior and in April of this year and the customer had
    been informed both times that they needed to expose the main clean-out which was
    apparently floored over.  The second tech had to run out 115 ft. which is more
    than we carry on an individual van so a second unit would have had to go for
    extra cable length anyway due to the fact that we were working from a stack
    clean out because the main clean out was inaccessible. They could not get the
    line flowing working from there so the customer was told they would need to get
    that main clean out uncovered and get the city out to check their side of the
    line.  We had a total of 5 hours into the job and charged only for 2, one for
    each van and did not charge for any additional time spent due to the situation. 
    The first tech told us he was fine and actually continued working the rest of
    the day (Friday) and is in at work Monday without any problem.

    The customer did talk to our office and we tried to explain this to him
    that we were no charging him for the time, just what it would have been if
    nothing ever happened. 

    Thank You
    ******

    Customer Answer

    Date: 21/08/2024



    Complaint: ********



    I am rejecting this response because:

    The tech was injured on site and could not complete the work. This has been reported wrong, my self and my wife both witness him in great pain and helped him.
    The first tech arrived at 9:30 am. The second arrived at 10:15 and we dealt with the first techs incident on site until 10:45. He worked from about 10:45 to 11:45, then we cleaned up together until shortly after 12:00. Then he sat in his truck and wrote up a bill for 15-20 minutes because it was a big mess which I should be charged for either. 



    Sincerely,



    **** ******

Roto-Rooter Sewer And Drain Service is NOT a BBB Accredited Business.

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