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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Roto-Rooter Plumbing & Drain Service meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Customer Complaints Summary Read complaint details

39 complaints closed with BBB in last 3 years | 16 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 3
Billing/Collection Issues 11
Delivery Issues 1
Guarantee/Warranty Issues 2
Problems with Product/Service 22
Total Closed Complaints 39

Customer Reviews Summary Read customer reviews

11 Customer Reviews on Roto-Rooter Plumbing & Drain Service
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 9
Total Customer Reviews 11

Additional Information

BBB file opened: November 15, 2003 Business started: 01/01/1935 Business started locally: 01/01/1935 Business incorporated 05/05/1981 in IA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Illinois Department of Public Health
122 S. Michigan Avenue, Chicago IL 60603
Phone Number: (312) 814-2608

Type of Entity


Business Management
Mr. Rick Arquilla, President Ms. Courtney Smith, Office Manager
Business Category

Plumbers Contractors-Water & Sewer Plumbing, Heating, and Air-Conditioning Contractors (NAICS: 238220)

Alternate Business Names
Nurotoco, Inc Roto-Rooter Roto-Rooter Services Company Roto-Rooter Services Company, Inc. Roto-Rooter Services, Inc.

Customer Review Rating plus BBB Rating Summary

Roto-Rooter Plumbing & Drain Service has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 1800 Landmeier Rd

    Elk Grove Vlg, IL 60007 (630) 417-9021

  • 400 E Randolph St Ste 106

    Chicago, IL 60601 (800) 438-7686 (312) 222-9091


BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

10/12/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I have an ongoing issue with an upstairs toilet that drains slowly. I called roro-rotor as they advertise they have the additional tools needed to identify and clear this type of drain problem. The technician said we would take a look at the drain and clear the blockage. However all actually did was use a simple toilet auger to clear the toilet. It took 5-10 minutes to do nothing more than clear the toilet like I had personally done many times before. For this he changed $185. $185 dollars for 10 minutes of work is the equivalent of $1,110/hr. That is an outrageous charge. I indicated this to the technician, along with my belief that this would not be a long term solution to the problem. Before he left I also complained to the local office manager that the service was not what was promised and I was ridiculously overcharged – she didn’t care. As expected a couple of weeks later the problem reoccurred. I called the local manager again. I was told that they don’t do warranties, and that flat rates (even at $1,110/hr) were what they charged for this easy/quick task. After this I contacted roto-rooter’s corporate offices. A manager eventually called me back, but was argumentative from the beginning. I pointed out the original service was not what was promised, that I had made previous complaints, and that I was trying to give them the opportunity to make this right. Her response – hang up the phone! I followed up with an email to roto-rooter’s Customer Satisfaction Manager. He responded by having the Chicago Branch manager call. He repeated the same ridiculous excuses. He was unwilling to offer anything to help resolve, not even 10 minutes of a technician’s time. Overall their advertised service was not provided. The service indicated by the technician was not provided. No reasonable support or warranty of their service was provided. Even in light of numerous complaints and an outrageous $1,110/hr fee, not even the slightest offer of compensation was provided.

Desired Settlement: Refund of money, or completing the original service.

Business Response:

On 6/23/16 at 2:45 pm we received a call from Mr. ****** for a toilet clog and we were scheduled to go out on 6/24/16 between 8 am and 12 pm. We arrived on time and our sewer and drain technician assessed the issue at hand. He quoted our price of $225 and provided a discount of $40 bringing the total down to $185 for a toilet auger. Mr. ****** signed off on our invoice agreeing that this price was given to him upfront and that he agreed with this price. Our technician proceed to do the work and once completed Mr. ****** signed off on the invoice that all work was completed to his satisfaction. Our toilet auger comes with a one week guarantee.

On 8/30/16 at 11:56 am Mr. ****** called in stating his toilet was clogged again. Prior to this we have no record of him reaching out within the guarantee period to let us know there was an issue with his toilet. Had we been contacted during this time frame we would have gladly honored our guarantee and augured the toilet again at no additional cost within the one week time frame. At the time of this call we explained the guarantee to Mr. ******, what he paid for at the time of our visit, and did offer to send someone out to quote him for any work that would need to be provided. We explained that prior to doing any work the technician that would come out would evaluate the issue and provide him with a free estimate and he could choose to have the services performed or not. He opted to not have us come out.

As we were contacted more than two months past our initial visit we withheld our end of the guarantee and have done everything within our powers to resolve this matter for the customer within reason.

Tell us why here...

Business Response:

Below is our reply broken down by each paragraph from the original complaint.

1. Our technician arrived on-site and provided a written estimate of the work he would do and explained to Mr. ****** that it was a toilet auger for $225 and that a coupon of $40 would be applied bringing the charge down to $185. Mr. ****** signed the paperwork agreeing to have our service technician do the toilet auger for the $185 with the one week guarantee which is also written on the invoice that was signed for by Mr. ******. We also offered for $549 to remove the toilet and rod the mainline however this service was refused.

2. We are a flat rate company and depending on the job that is required we charge a flat rate regardless of day, night, weekend, and or a holiday. We have no record of a call coming in from Mr. ****** complaining about the price however our technician charged correctly for the services rendered. We do not charge an hourly rate for any rodding that we provide. Had the customer chosen to have the toilet pulled and the main line rodded it would have come along with a 6 month guarantee however again it is stated clearly on his invoice that there is only a one week guarantee therefore Mr. ****** was aware that he only had one week should the line back up to report this issue to us and we have no record of being contacted again until August 30th to inform us that he was having issues with the toilet. At this point we offered to send another technician out to look into the matter and provide a free quote. 

3. As previously stated we performed the services which were paid for and had we been called within the one week time frame or within a reasonable amount of time from our first visit and not 2 months later we would have gone back out and augured the toilet at no additional charge to the customer. In addition, we have no record of any previous notes or calls about the toilet backing up prior to August 30th.

4. In an attempt to resolve this matter we offered to send a technician back out to augur the toilet at no cost but this was refused.

5. We provided the quoted and agreed upon services on June 24th. Mr. ****** signed off on the invoice agreeing to have a toilet auger done with a one week guarantee.

In conclusion Roto-Rooter will gladly send a technician back out to auger the toilet only at no additional cost or we will apply the $185 towards the work that one of our technicians states needs to be done to restore flow to said toilet.

Consumer Response:

Complaint: ********

I am rejecting this response because:


I am sorry to hear that the latest response centers on excuses, over service, and continues to ignore key issues with my complaint.


1) The technician indicated that he would investigate the problem and “root” the toilet to fix. This is also what was entered on the estimate. Had I known this was a simple toilet augur, a five minuet job I could perform myself, I would have refused. The reason I called roto-rooter was to have the toilet fully rooted – performed as indicated on your website, using diagnostic and power rooting tools.

2) If you charge $185 for a job that cannot possibly take more than 10 minutes, you are charging the equivalent of $1,100 per hour – which is utterly ridiculous. And if your records do not show my previous complaints, that is one more problem your company needs to address – along with the rude, dismissive people you have interact with your customers. Your only offer of service was to charge an additional $1,100/hr to repeat a service that had already failed.

3) This is just a repeat of the excuses from above.

4) This is an outright lie! Originally I had offered that option to you, and your company refused it outright. It is outrageous that you would even suggest this.

5) The service as explained was not what was performed. I contacted a person claiming to be your manager immediately, and within a couple of weeks of the original issue. Apparently the only way to make a record of contacting your company is when someone complains to the corporate office – everything else just gets ignored.


Given the denials, shoddy service, and outright lies from your company, I cannot accept anything short of a refund. I couldn’t possibly trust your company, in particular your office, to perform any form of reliable service on my home.


***** ******

8/23/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Roto rooter was called out to repair a broken/ separated pipe that filled with roots which cause the line to be clogged. They somewhat located the pipe in the front yard of the house, they gave me a price to fix it. Contracts wrote 7200.00 they dug up the yard down to the pipe, they didn't find break so they broke the pipe so that they could clean it out. I was told that I had two more broken pipes, one in the back of the house and one a foot and half from where they had dug up. I told them to fix them, they 1st told me it would cost a extra 1000 to continue to dig, 1 1/2 feet. (?) I told them to fix the problem. They called me back and said they had re evaluated the problem it would cost 2000. again because I didn't want the front yard dug up again. I said fix the problem. I worked the night before they came out, I was with them outside while they dug it up that's when I found out the pipe was broke/separated at the seam and where roots from the tree had been coming in, I clearly told them I wanted it fixed. I went to sleep, they decided to fill the hole and told me they would just put a lining instead. Which would make my pipe smaller going into the main city line. I just wanted one piece of pipe 1 1/2 longer and I agreed to the price. They made my decision for me. Told me I would just have to deal with the liner for 2000. more for them to install it. Or 4500. for them to redo the work the right way. (Everything is recorded) I feel like I was taken advantage of.

Desired Settlement: I'm very dissatisfied so therefore I'm contacting the BBB for help

Business Response:

We have been unable to reach this customer via phone since this was sent to us and we have attempted to call them daily since August 9th, 2016.

We performed the work according to the proposal and the line is open and flowing as according to the proposal. While digging we found that one joint downstream had roots in it as well that we were unable to see originally due to the condition of the pipes. We also removed those roots and the cleanout is fixed as per our original proposal. Due to the extra roots that were found in the line further down than what was quoted we supplied the customer with 3 additional quotes to repair this part of the line as well. As of today the customer has chosen not to go with any of these options and he has not paid for any of our services to date therefore no refunds will be given.

8/6/2016 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: Needed a garbage disposal replacement. Set up an appointment for a Tuesday and was given a four hour time window - got a call 3 hours in telling me they wouldn't be able to show up and promised to come the next day. Same thing happened the next day. Based on the **** reviews, it sounds like this happens often. Finally got a technician out on the third day. I was quoted $400 for labor on a new disposal installation, and when I said that's higher than I'd seen listed by other customers of Roto Rooter online, the technician said Roto Rooter uses flat pricing and that's the price they charge now. I agreed to the work since I'd used Roto Rooter before and the pricing was always fair, but the installation ended up taking 15-20 minutes and he walked out joking about taking Friday off because he'd just made so much money off of me. I called the office to complain and was told that the technicians do in fact charge whatever they want under a price ceiling that Roto Rooter lists per job. Was also told I was talking with the area manager, but when the problem wasn't resolved and I called the head office, I was told my complaint was being forwarded to the area manager who was not the person I spoke with. Re-checked online and saw pricing from $80-220 for the same service, including several cases where Roto Rooter provided the service for $220. Got taken advantage of because the technician is allowed to charge whatever he thinks he can get but use the company's name to claim that Roto Rooter charges flat pricing.

Desired Settlement: $180 refund to match the price charged by Roto Rooter ($220) for the exact same service, as they claim 'flat pricing'

Business Response:

We have come to an agreement of a $100 refund.

Consumer Response:
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.


***** **********

8/6/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: On June 22nd, I walked down into my basement to ankle high sewage. Called Roto Rooter. They came out and claimed to have rooted out tree branches causing blockage. Plumber (Uri) removed close out drain. Next morning I left to meet family on vacation. We returned July 2nd. My wife and child got in the shower, I went to check the basement and had sewage pouring into my basement. I had my wife and child leave shower and my wife called Roto Rooter. First agent stated no one was available as it was a holiday weekend. My wife asked for a supervisor and was told there were none available for the weekend. She stated that Roto Rooter had already been paid for a job they did not do, customer service rep put her on hold and hung up on her. I called back. 2nd agent stated she would call back within 20 min. No one returned the call. My wife called the 3rd agent advised them we would be contacting BBB, was placed on a brief hold and then was told a plumber would be out shortly. 20 min. later a plumber arrived stating *** did not even reinstall our closeout drain let alone rid of roots. Plumber 2 contacted dispatch and requested a camera guy to come out. Camera guy came on morning of July 3rd stated *** did nothing and blockage was found in multiple locations beginning at 15 ft. Restoration expert came from rooter and stated we would need to rip up basement due to sewage. I filed a complaint with Rooter and spoke with ****** ***** stated that he would speak with litigation as damage to basement was done due to the run around and lack of job *** did. ******* called my wife on 7/6 stating nothing would be done as tree roots are not their fault. My wife stated the roots should have been cleared out by *** and the extensive damage is a result of him not doing job and waiting for plumbers to come out and remedy situation that should have been done on 6/22. ******* stated he was the final decision and would not give my wife his supervisor's info.

Desired Settlement: We want Roto Rooter to either clean up the sewage and damage in our basement or to pay the bill for someone else to. We understand some damage is from initial and are willing to split cost 50/50, but the extensive damage is a result of ***** negligence.

Business Response:

We went back out and honored our warranty and rodded the line again at no additional cost as per our warranty guidelines. We are not responsible for the growth of roots in the line. When we initially left the line was open and there was flow. The paperwork was signed off stating this and our hold harmless agreement was also signed stating that we are not responsible for any damage that may be caused to the home.  When we went back out we rodded the line again and had a camera tech go out and camera the line at no additional cost to ensure that flow had been restored. We feel that we have done all that we can to make this situation right.

Consumer Response:
Complaint: ********

I am rejecting this response because:
The negligence from your first employee led to us incurring all the sewage back up. In addition it took over a hour while we were taking in sewage before your company agreed to send someone back out! Furthermore, your first employee never reinstalled our close out drain but rather placed it on top. 

***** *******

Business Response:

We stand behind are warranty and the tech that was sent out the first time did the job right. The paperwork was signed off that the job was done to your satisfaction and that there were no issues when we left. We can’t guarantee how quickly the line might back up again. We understand that this is an unfortunate situation and this is why we offer warranties on our services because lines can back up again after an initial visit which that are out of our control.

8/2/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Contacted business in July of last year due to an issue with backup in one of my units, business came out and did work. However I found out last month that the business representative that did the work installed a pipe that was not up to code and I had to pay $1100.00 to have this repaired by a company selected by my condo board due to this being in the common area. I tried to reach out to the business when I found out about this. On June 2nd I reached out to RotoRooter at 435pm and was told that a **** **** is the person to speak with and I left a message for him to contact me back . He has not. When I found out about this issue I immediately called them .I paid Roto Rooter to fix the issue not cause additional problems for me. I also found out the individual who did the work was no longer employed there

Desired Settlement: Please give me the 1100 dollars I had to spend because the person who did the work did not do it correctly and up to code

Business Response: We have discussed and reviewed all paperwork that the customer has submitted to us and we have agreed to issue the customer a refund in the amount of $1100. 

Consumer Response:
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.


**** ********

7/9/2016 Guarantee/Warranty Issues | Read Complaint Details

Additional Notes

Complaint: I had Roto-Rooter come out to my house to fix a backed up sewer line 1/15/16. They rodded it and it seemed to be ok until a week later when it backed up again. Roto Rooter sent out another guy who put a camera down the line and said he saw nothing 1/23/16. 4 months later it backed up again in the same spot-- I called Roto Rooter and a guy came out and said he could do nothing if it wasn't backing up, but made a call to another service man with a camera to come out two days later 6/24/16. Got a call from ******* from Roro Rooter in Elk Grove Village IL on 6/24/16 stating that he can't send out a guy with a camera w/o charging me if the issue is not related to the original issue. I stated it's the same issue (backing up in the same location) and that it should covered by the 6 month service warranty by Roto Rooter. He couldn't guarantee me that it would be covered under the 6 month warranty.

Desired Settlement: I would like Roto Rooter to send a camera man out to look at the sewer line AT NO CHARGE OR refund my initial payment of $575

Business Response:

The customer has not returned calls. Our warranty covers all rodding as the camera is free of charge it is not covered under any warranty. When we went out to the home on 6/24 there was no evidence of a backup and therefore we can’t rod a line as it increase the risk of damage to the pipes. Our warranty on the rodding is valid until 7/15/16 and we will honor that should the line backup and there is evidence of this when we go out. If the customer would like to pay for a camera again we will provide another camera inspection and a copy of what we find.

5/31/2016 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: December 12, 2015 - experienced sewage backup in our basement. Neighbor called Roto-rooter, and we also hired them to clean up our basement. The "project manger" who came into our house explained what they would do, and at the same time we filed our claim with homeowners insurance. RR project manager was well aware that our claim limit was $5000 and repeatedly assured us that the final cost from RR would not be more than $5000, but closer to $2500. He then had me sign a contract in which no price is mentioned, but it did include 8 air dryers. The next day many workers came to our house and cleaned up the basement, which only included taking out floor tile and leaving the fans to run for 3 days. Our electricity bill went up exponentially as a result. When the final bill came, it was $7207, 2207 more than our max insurance claim. We received the insurance check on a Saturday, and immediately on the Monday after, we got a call from RR saying that they know we got the check and they demanded to be paid immediately. This person was very rude. Up to this point we still didn't know how the final billed amount was arrived at. When we finally got the invoice breakdown, it was shown that just the cost of the fans was more than $2500. So the project manager already knew that the final bill would be substantially more than the $2500 he promised us. This was lying. After several email exchanges, we paid $3000 to RR, leaving us funds for repairs, because RR does not do repairs, only cleanup. Soon after that, we got calls and letters from a collection agency asking for the unpaid amount. We do not agree with this unpaid amount because the quote was based on a lie. RR also offered to settle for $5000, but that would leave us no funds for repairs, besides the fact that we never expected the bill to be that high. If we had known, we would have done the cleanup ourselves.

Desired Settlement: I have paid $3000 and that is more than enough. I would like that the unpaid amount sent to collection retracted by Roto Rooter.

Business Response: Spoke with the customer and we hae agreed they will pay an additonal $527.69 which will spilth the bill in half for both parties.

Consumer Response:

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.

I may update this complaint once I receive acknowledgement from the business regarding acceptance of my final payment mailed today.


******* *** ****

4/13/2016 Billing/Collection Issues | Complaint Details Unavailable
2/8/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I called Roto-Rooter because I have a backup bathtub and the plumber came and asked to use the bathroom and then came out of the bathroom and asked if I had a leak coming from my toilet and I replied no because my son and myself were looking at the pipes to figure out where the clog is even in the room the plumber went in. However, when the plumber came out the magician noticed a leak and we went downstairs and magically water was coming from a place that was not leaking it began when he came out of my bathroom. I believe that is bad business to make other problems. I called the company and they stated they stated we can fix that problem for 450.00 dollars and we will fix the toilet. Really, now I have another problem distressed homeowner please share this on your site so other people can read.

Desired Settlement: No further business with company and the company can no longer contact by phone, email, and social media.

Business Response:

We offered to fix the additional problem free of charge for the customer and only charge for the issue we were initial call that we went out for. She declined to have us do the service.

Tell us why here...

1/21/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I scheduled an apt online with Roto Rotor and described the problem and what I wanted. "Problem with garbage disposal and please check" is I think what I entered in description. Service date was 1/18. I received a call in the morning giving me a time frame as to when the service person will be there. I have informed the person on the other line "I'm the owner, my tenants lives there so they will be there". We corrected the unit number. They had it #*** (I give them the wrong unit when I entered it online.) It should be Unit *. This call was ended. Then I received another call half hour later stating that repair person at the door but he doesn't know which one is Unit ** I advised the lady on the phone it's the top button, our tenants are inside and I'm the owner. She asked me, "So we bill you, not your tenants right?" and I replied "Yes. Bill me". I didn't receive any call afterwards. It was in the afternoon I received an email from our tenants that work cost $449. They're willing to share half of the cost with us. I was very surprised. First, I didn't get any call of the estimates on the work. Next they charged the total to our tenants credit card. I immediately called Roto Rotor and was forwarded to a service manager. I asked him why didn't I get the call on the estimates? Why did they charge our tenants. The service manager informed me that this is should be directed to dispatch manager. I was told to wait for a call from them. Next morning 1/19 I called Roto Rotor again asking for a dispatch manager and was forwarded to ***** *******. I explained him the situation and asked him to reverse the credit card charge. He flat out told me no. Very rude and when I asked for another manager to talk to, he told me he's the only one for Chicago.

Desired Settlement: Two things I would like this be corrected. I didn't approve the work, they are only there to check for the problem. I don't know what work they did but $449 is ridiculously high. Would like adjustment for the amount. Secondly to refund the credit card they charged our tenants and re-charge to our credit card. Thank you,

Business Response:

Spoke with **** and apologized for the issues at hand. Issued a full refund back to her tenant’s card and gave her a 20% discount on her credit card.

Consumer Response:
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. I'm happy with the outcome. The person contacted me was very professional. Thank you very much for your help. 


**** ****

1/1/2016 Problems with Product/Service | Complaint Details Unavailable
12/23/2015 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: On 27 Sep 2015, my basement flooded with sewage. The next day *** ***** from Roto-Rooter came out. He stated I would pay no money; rather he would bill the insurance company. After he looked at the damage, we were talking and I brought up costs. I said my policy limit is $5,000, so if for instance Roto-Rooter would charge me $3K, and then I would have $2k to replace everything, right? He said yes and that’s just about the amount he was thinking. That was the one and only time any figure was discussed. And I brought it up! The contact amount is blank. A week or two later, I get a bill for $5,000! No one ever said, by the way, this was harder/costlier/more time consuming, so it will cost more. In fact, no one ever said anything about money. Now how can you expect someone to pay a number that you just pull out of the air? And it just so happens was my limit. So I called and spoke to ***** ********** She said she would talk to *** *****. He did call me after and said they would discount it $1k, so now I would owe just $1k more, for a total of $4k. I said thanks for doing that, but I will not pay more than $3k, which I did. The insurance company paid me directly, and I in turn paid Roto-Rooter. Shortly after, I got the lien threat. I called and spoke to **** ********* who was extremely rude and would not let me speak. I then spoke to *** ***** again, and his boss, ***** *******. Both, by the way, were gentleman throughout the discussions. **** ********* could use a lesson in etiquette, however. As a matter of fact everyone else I dealt with from Roto-Rooter was polite and did a good job. Anyway, they both stated that they could not discount it further. ***** then said a manager would be in touch with me, but to date, nobody has called. On the bottom of the lien notice is a note saying “the lien is in the amount of the agreed amount of the signed invoice”. Impossible as we never agreed on any amount. A lien was in fact placed.

Desired Settlement: Remove the lien and end this.

Business Response: We will not be removing the lien at this time and the customer has hired a lawyer therefore we will have our legal team handle this going forward.

Consumer Response:

Complaint: ********


They can resolve this very easily now.

******* *********

12/18/2015 Advertising/Sales Issues | Complaint Details Unavailable
12/15/2015 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: Several weeks ago, I noticed that the two toilets in my residence had very low water levels and that there was a small amount of fecal matter and other debris in the showers. I called Roto-Rooter that evening and a Service Technician arrived the next morning. After informing him of the problem, he informed me that he would need to use a plumbing auger on both toilets. I instructed him to proceed, he completed the work and I paid $322.50. Sixteen days later, the problem returned. I called Roto-Rooter and the next day a technician arrived. He did not identify himself and was not wearing a Roto-Rooter uniform. The Technician performed augering on both toilets, and then informed me that these procedures would not correct the problem. He informed me that he would need to "rod the main line" at an estimated cost of over $400.00. I instructed him to proceed. He then informed that he would need to "pull the toilet off" at a cost of approximately $600.00. Again, I told him to proceed. A few minutes later, he informed me that the shut-off valve on the toilet was broken and leaking. I informed him that that was untrue, as I never experienced or observed any leakage from the valve, and instructed him not to perform any work on the valve. He instructed me that he was leaving because he felt that I would be unhappy with his work. I asked when Roto-Rooter would return, and he said that "someone will call you tomorrow morning." I asked for his name, and asked for the name of his manager. I instructed him to leave the premises, and said that I was very unhappy with his performance. As he was leaving, he told me in a very sarcastic manner, "How long have you been plumbing? I then telephoned Roto-Rooter, registered a complaint, and a Manager called me that evening He informed me that he would "need to check with the General Manager" and would telephone me the next morning between 8:00 AM and 10:00 AM. The next morning, I received no call from this Manager by 10:00 AM. I telephoned him and again, he informed me that he needed to consult with the General Manager. He (the first Manager) then called me back and said that a Technician would visit later that day. By this time, after two visits from Roto-Rooter, I was experiencing excessive backup in both showers and both toilets were unusable. Over five hours after speaking with the manager the same Technician who came out eighteen days earlier arrived. He said that this problem was caused by blockage in the main line that augering would not correct this, and that he would need to "rod the main line" and "pull the toilet off" at a cost of approximately $600.00. Effectively, he was admitting that the work he previously performed was the incorrect work to perform at that time. I obviously had little choice in the matter, so I instructed him to proceed. I paid him $565.45 for this work. After two visits, my total payment came to $887.95. That evening I telephoned the Manager again and left a voicemail message informing him of my dissatisfaction and that I desired some reimbursement from Roto-Rooter Again, he failed to return my telephone call. The next evening I telephoned the General Manager and left a voicemail message. The next day, the first manager telephoned me. I specifically informed him that the augering work was the incorrect type of work to be done. After claiming to speak with the Technician, he telephoned again and informed me that the Technician stated that during the first visit, I did not inform him of the back up in the shower, and that "you (me) watched him the whole time." I informed the Manager that these two statements were completely untrue. I also informed the him that due to this very poor service, the rudeness and unprofessionalism of the technicians and himself, and my inconvenience, I desired some reimbursement. He said that he was not authorized to make such a reimbursement. I informed him that I would continue to pursue this matter and that I expec

Desired Settlement: The cost of the two payments I have made, a total of $887.95.

Business Response: Contact Name and Title: ******** Office Manager
Contact Phone: ************
Contact Email: ********
We sent another tech back out to resovle the issue and we offered a refund of $322.50 for the first service tht we performed.

Consumer Response: As of October 25, I have received no reply from Roto-Rooter.

12/7/2015 Problems with Product/Service | Complaint Details Unavailable
11/27/2015 Billing/Collection Issues | Complaint Details Unavailable
8/10/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: On May 16th we discovered water in our basement. We called Roto Rooter based on their advertisement 24/7, no extra charge for weekends or evenings. They were unable to come out to our home until the following morning, which was Sunday May 17th. The plumber who arrived said our sump pump had stopped working and we needed a new one. He went to the local *** Hardware, purchased and replaced the pump. The charge for this was $545.00.While he was there we asked him to look at a spot on our family room ceiling, fearing there might be a leak from the upstairs plumbing. He asked us to cut a hole in the ceiling, so he might take a look at the pipes. My husband did as the plumber had asked, and the plumber proceeded to look at the pipes, he went upstairs to run water in order to find the leak. After running the water for some time, NO LEAKING WAS VISIIBLE. However, he felt it may be coming from the drain and suggested we replace it. He came back the next day, charged us $550.00 for replacing the drain.That evening when my husband began to shower, water poured from my ceiling.We called Roto Rooter and waited 6 days for the same plumber to return. He again ran the tub water and AGAIN NO LEAKING WAS VISIBLE,at which time he left. Once again, trying to shower, water leaked through the ceiling.We again called the company, which sent a different plumber to observe our problem.He immediately looked at our tub and discovered, we had a gap around the faucet/spout. When the shower was running, hitting the wall and running down to the faucet area was causing the water to leak into the ceiling. The charge for that was $218.00 for the diagnosis. We fixed it ourselves by caulking the area. By the way, my basement has flooded twice since the new pump was replaced from the first issue. We weren't given any paperwork on the pump, in case there is a problem with it. We paid for a new drain which wasn't necessary. Very upset, tried to resolve this with customer service, who suggested there may have been 2 areas leaking

Desired Settlement: DesiredSettlementID: Billing Adjustment I feel we should be reimbursed for the drain replacement. There wasn't 2 leaks, the first plumber as well as ourselves couldn't see any water leaking from the drain area before he replaced it. He never tried the shower as the second plumber had, which solved the problem after we caulked the area around the faucet spout. I tried to explain to customer service, that there wasn't 2 leaks. If there had been, why wasn't there water leaking from the drain, the 3 times the first plumber ran water?

Business Response: Initial Business Response /* (1000, 5, 2015/07/29) */ Contact Name and Title: ******** Office Manager Contact Phone: XXX-XXX-XXXX Contact Email: ************** Spoke with ******* and aplogized for the situation and the customer service. We will be issuing a credit for the work from the first visit.

7/20/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: 6/02/15 roto-rooter came to fix a leak from washer gasket on toilet tank bolt. My 65 year old sister, living on social security, explains the toilet needs to be used by my 97 year old mother, also living on ss, who she cares for. The plumber,Luigi, says the flush valve needs to be replaced even though it fuctions fine and was not the cause of the leak. After doing that, the leak still persists. Now he replaces a simple washer. The total time from start to finish, less than an hour. Demands payment of over $400.00 Flush valve assembly and washer from any parts supply $25.00. Neither Roto-rooter nor Plumber gave written or verbal estimate prior to work. Ray ******, Cust. Ser. Complaints Dept. Roto-Rooter. Response from them was, we have no control over what plumbers do or charge as long as we get our share. Work Order#******** Phone#************

Desired Settlement: 50% refund of total

Business Response: Initial Business Response /* (1000, 5, 2015/07/07) */ Contact Name and Title: Courtney Office Manager Contact Phone: ************ Contact Email: courtney.***** Spoke with Roberta and we agreed to refund her the parts price of $68.00. Infored her it would take about 4 weeks for the check refund.

5/27/2015 Billing/Collection Issues
4/28/2015 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: Service man was able to locate a clog and snaked the small stretch of pipe only a couple times. This did not open up the line completely. He wore his work boots through my house, including a stretch of carpeting in my dining room. The bill came to $55 for the trip, $155.00 for the Cleaning of the sewer line. Math was incorrect on the bill, and the check#1766 was written out for $200. The morning following his visit I continued to have water backing up into the basement and called a different plumbing company after he refused to come out. They were able to completely clear the line all the way to the road and left my basement in cleaner condition that they found it for $200. In addition I needed to steam clean the carpeting, which unfortunately did not get the spots completely out. What could have been a normal Sewer line cleaning has added up to a major financial burden for this single mom, there is no way I will be able to afford to replace the carpeting.

Desired Settlement: Bare minimum I'd like a complete refund of the $200. If wearing sewage covered work boots through a customers house isn't common policy, professional carpet cleaning would also be anticipated.

Business Response: Initial Business Response /* (1000, 5, 2015/04/16) */ Contact Name and Title: ******** Office Manager Contact Phone: XXXXXXXXXX Contact Email: ************** Our location is not the location that serviced this customer therefore we are not able to locate any information to resolve this issue for her. There is no phone number listed to reach out and let her know this but I did send her an email letting her know.

4/27/2015 Delivery Issues | Read Complaint Details

Additional Notes

Complaint: Roto-Rooter failed to keep their appointment to deliver plumbing services at my household for 2 days after confirming my appointment with Order ID: ******************** My confirmed appointment was for Fri 4/10/2015 2 PM CDT. I received at least two calls from someone identifying herself as *** (Caller ID says *** ********** XXX-XXX-XXXX) on Fri 4/10 claiming that the plumber was running behind schedule, then I received a third call from *** stating that the plumber would definitely deliver my services Sat 4/XX X-XX AM CDT. I received at least four calls from someone identifying himself as *** (Caller ID says *** ********** XXX-XXX-XXXX) on Sat 4/11 continuing to claim that the plumber was still running behind schedule. Sat 4/XX X:XX PM, a female called saying that a plumber would be unavailable until Sun 4/12. Sun 4/XX X:XX AM CDT a female claiming that she spoke with me on Fri 4/10 (probably **** called claiming that they simply do not have any plumbers in my area. I'm extremely dissatisfied with Roto-Rooter's lack of service on my basement utility sink that Roto-Rooter installed a few years ago. Product_Or_Service: Repair Basement Utility Sink & a pipe leak Order_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I request that Roto-Rooter make a good will gesture to compensate me for wasting my entire weekend, and demonstrate that they deserve an A+ rating on the BBB. A discount, a firm commitment, and on-time appointment to repair the utility sink that they poorly installed for me a few years ago. At a minimum I would like a written apology for this poor service.

Business Response: Initial Business Response /* (1000, 5, 2015/04/23) */ Contact Name and Title: ******** Office Manager Contact Phone: XXX-XXX-XXXX Contact Email: ************** Spoke with Mrs. ****** and we have set up an appointment for a licensed plumber to go out and resolve the issue that they have. Apologized for the delay and miss appointment last. They understand the issue and are understand that we are working on resolving the issue. Initial Consumer Rebuttal /* (2000, 7, 2015/04/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) Roto-Rooter contacted us, and expressed regret for their previous failure to deliver service. Roto-Rooter made and kept a new commitment to deliver service. The plumber was both professional and personable, and we were satisfied with the overall value of the services he delivered. Based upon our most recent experience with Roto-Rooter, we would change their grade from F-to-B+.

4/24/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: roto-rooter arrived at my home today April 7th 2015. they were instructed to replace a 14 inch piece of piping in the wall and clear the drain. I was given a bill for almost $800. I thought that was a little suspicious that after 2 hours of work I was charged almost $400/hr in labor. after consulting with other plumbing companies in my area I realized that we, as an elderly couple, have been taken advantage of.

Desired Settlement: I am seeking $450 refunded to me which puts the total cost out of my pocket on par with competitors.

Business Response: Initial Business Response /* (1000, 5, 2015/04/16) */ Contact Name and Title: ******** Office Manager Contact Phone: XXXXXXXXXX Contact Email: ************** Spoke with Mrs. ******* who the order was placed under and explained our pricing and a warranty. She was happy with the explanation of everything. Initial Consumer Rebuttal /* (3000, 7, 2015/04/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is Mrs. *******. This is not true, I am not happy with this response, nor is my husband. The only thing that was explained was that the charge was per job, not per hour. Final Business Response /* (4000, 10, 2015/04/23) */ Spoke wit Mr. ******* and we refunding him $337.50 for this job. He stated he agreed with this settlement.

4/3/2015 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: I called them out because I was getting sewer back up into my kitchen and the sink would not go down and the sump pump would kick up more water into my kitchen sink and the basement was getting water from a leak from a pipe in the wall. One guy came out and gave me an estimate for 445 to fix everything. After he "completed" the work the sump pump was still kicking water into my sink. I called Roto rooter out to have this finished. A few days later a second guy came and said that the first guy must have done something wrong or not finished and he would either need to send him back to finish his job or he would have to start and then charge me more money. I told him to send the first guy back. A couple days later the first guy came back and inspected everything and told me that he would need the other plumber back to take care of what was possibly more blockage in another pipe, but he didn't have the tools for it and would have to send the other guy. Two days later the other guy shows up again and asks me to sign a blank estimate form and tells me that he's going to have to charge me more and start new work. I told them to leave at this point. I do not trust them.

Desired Settlement: I have already filed a dispute with my credit card agency. I will have someone else come and finish the work. I do not trust Roto Rooter. I just want my money back. I still need to get this done and patch my walls they knocked open back up.

Business Response: Initial Business Response /* (1000, 8, 2015/03/23) */ Contact Name and Title: ******** Office Manager Contact Phone: XXX-XXX-XXXX Contact Email: ************** We have not been able to reach the customer however since the customer has disputed the charges on thier credit card there is no refund for us to offer them. We will not fight this claim.

4/3/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: In December 2014 I used Roto-Rooter to clean out my backed up sewer line - there was a 6 month warrenty. On March 9th, 2015 the sewer line backed up again in my basement. I called Roto-Rooter and a technician came out the same day. The technician stated ***** ****** that he could only pass a three inch blade and that his supervisor was bringing the camera to see what the problem was. The supervisor, **** ***** scoped the sewer line and told me what I supposedly needed: "Line sewer from clean out forward 30 ft. Jet line to remove scale mud debris, use 2 part epoxy resin. $6484.00. You will receive a 5 year warranty on parts labor material. " This is what is on the excavation proposal. Knowing that I had 3 business days to cancel the contract, I did sign it. Because of the price of the job, I wanted a second opinion. I called the village of Arlington Heights and spoke to a plumber in the public works department. I explained the situation and he strongly agreed with getting a second opinion. This morning, March 10th, another local plumber I called came out to the house and scoped the sewer line with their camera. The plumber from the Village of Arlington Heights was also present. Both the local plumber and the village plumber agreed that my sewer line looked good and did NOT need the epoxy/resin lining. The local plumber then cleaned out my sewer line with a 6 inch blade with no problem (despite the technicians from Roto-Rooter saying only a three inch would be able to pass through) and was able to reach all the way the villages' main sewer line. The village plumber also said that a 100 ft. liner would have been needed, instead of a 30 ft. liner, if the liner had been needed at all, which it ultimately wasn't, as determined by the other local plumber. I am appalled at the dishonesty of the supervisor and the attempt to get $6500.00 from me. I also had to pay for this second opinion, which cost $600, which I strongly feel Roto-Rooter should pay for. This is unacceptable business practices.

Desired Settlement: I want Roto-Rooter to pay me for the 2nd opinion from the local plumber. The cost was $607.50.

Business Response: Initial Business Response /* (1000, 8, 2015/03/23) */ Contact Name and Title: ******** Office Manager Contact Phone: XXX-XXX-XXXX Contact Email: ************** We have attempted to reach this customer since the date this was entered and we have not been able to reach her. We have left numerous message and none of them have been returned therefore we have not been able to resolve this issue. Her phone is also disconnected now. We have sent a letter to her in an attempted to resolve this.

3/13/2015 Advertising/Sales Issues | Read Complaint Details

Additional Notes

Complaint: On 2/13/15 Roto Rooter was called to complete rodding to our plumbing after our sewer backed up - the attempt was unsuccessful and a supervisor was called 2/14/2015 We were moving in to our new home, had the moving company present and Roto Rooter came out and said that the main sewer line would need a small replacement and a clean out valve installed and would cost $5500 and would include all the necessary components of the work including the permit and a flushing of the system When I questioned the supervisor from Roto Rooter if I should call my Sewer Company he assured me that I should not. 2/15/2015 The work began - after speaking to my neighbor, I called the sewer company. The sewer company suggested a list of plumbers that would do the work and finish the job. Sewer company told me that the entire line should be replaced. 2/16/2015 - Roto Rooter installed clean out valve. Workers at job site suggested that the flushing not be completed as the system could not handle the work. Agreed that entire line needed to be replaced. 2/16/2015 Call was placed to Roto Rooter to cancel the work. They did not have to have permit issued and they did not have to back fill the hole. 2/17/2015 Roto Rooter left an invoice for the full remaining amount. Invoice left after business hours so contact could not be made. 2/18/2015 Spouse contacted Roto Rooter to adjust invoice and receive a detailed summary of charges. Spouse wanted what it would have cost for the permit and to backfill the hole removed from the total invoice. We wanted to see the breakdown of the $5000 total amount charged as other plumbing companies said the amount of work completed was roughly $2500. Call was never returned 2/18/2015 Remainder was charged to credit card ($2250) minus the flushing taken off by the workers. Amount still not adjusted to remove the backfill and permit fees. Charge was unauthorized. Signature or verbal permission was never given to charge the remainder. To date, 2/23/2015, the call to adjust the invoice and provide a breakdown has never been returned. The charge remains on the credit card.

Desired Settlement: Remove the $2250 charge from the credit card due to inappropriate business procedures and unauthorized charges.

Business Response: Initial Business Response /* (1000, 5, 2015/02/27) */ Contact Name and Title: ******** Office Manager Contact Phone: XXX-XXX-XXXX Contact Email: ************** We have reached out to the customer and provide them with all the paperwork that they have requested from us via the phone and email. We have also issued them a refund for some of the work. They have stated that they are happy with this.

1/13/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: The sewer pipe outside our house cracked off on Christmas Day 2013, and sewage was flooding into our finished basement. The only plumber that would come out on the holiday was Roto Rooter. ****** came out and, for almost $666.75, got us back to being able to use water and toilets, but we needed to have the outside pipe replaced ASAP. ******* also came on 12/25 and did a video inspection of the sewer ********* and crew came out 12/27/13 to dig up our front porch and charged us to replace 5' of pipe. They also put a clean-out under where our front porch would be rebuilt. They backfilled our porch and, for $6000 more, all was good. In September 2014, we started having a sewer gas odor in our basement. Because of Roto Rooter's 5-year-guarantee, I called them back to check things out. The tech who arrived, ****, told me that he didn't smell anything and that maybe I had changed laundry detergent and that was the odor. He had just walked around my basement, with me pointing out the odor being strongest near the sump pump pit. I called ****** just in case it was a natural gas issue. The NICOR tech smelled sewer gas as soon as she entered our home. I called our regular plumber from ************ in Lombard, IL, and he smelled the sewer gas as soon as he stepped in the door. He didn't want to do anything for fear of voiding Roto Rooter's guarantee. I called Roto Rooter several times more during October and November, and they sent out the same man who told me about the laundry detergent. By the way, I have never used any other detergent but Tide in the thirty years in which we have lived here. In early November I finally insisted that he put dye down one of the toilets or at least check the line. He claimed that he couldn't do that - he is just a tech, not a plumber. He then did schedule a plumber to come out on Saturday, November 15, 2014. *** from Roto Rooter arrived the next day, checked several areas in our basement, and decided that there was something wrong with our sump pump pit - that that's where the smell emanated. I asked him to put dye down the toilet so that we could see if sewage was leaking into the drainage tile, but he claimed that he couldn't do that until Monday, 11/16. He flushed out the pit and told us to get the outside line jetted to clear out any other problems; Roto Rooter could do that for another $600+. We paid Roto Rooter $307.50 for his work, which *** claimed had solved our problem. The following day, the basement smelled badly again. My husband called the ******************* who sent out two plumbers on Monday, November 17, and they put dye down the toilet, and almost immediately red dye appeared in our sump pump pit = broken sewer pipe draining into drainage tile. I called Roto Rooter again, and they sent **** out on November 17 to camera the line. He found a crack in the line just past their repair of 12/27/13. He recommended that Roto Rooter line 2' of the pipe to fix the problem - another $2300. In the interest of getting another estimate, I called ************ and *********************, who camera'd the line and found breaks in three places outside the house. We decided to have ************ do the repairs. When ************ dug up our porch, I noticed that only about 2' of *** had been installed 12/27/13. ************ charged us $3400 to replace 21' of line outside our house, putting a cleanout in our landscaping for easier maintenance, while Roto Rooter had charged us $6000 for 2' of line and a clean-out under our porch. We are now smell-free! It just amazes me that Roto Rooter charged us so much for so little. I understand the higher pricing for coming out on Christmas Day, but the rest of their charges didn't solve our problems in the long run. If *** had just put dye down the toilet in the first place, he would have found the problem without wasting his time and our time flushing out the pit. In fact, if Roto Rooter had lined that 2' section in November 2014, I feel certain that we would be

Desired Settlement: Since the service provided on 11/15/14 did not solve our problem, only wasted time, I would like a full refund of what we were charged that day.

Business Response: Initial Business Response /* (1000, 5, 2014/12/30) */ Contact Name and Title: ******** Office Manager Contact Phone: XXX-XXX-XXXX Contact Email: *********************** Spoke with the customer and we are issuing a refund for $666.75. The customer is happy with this resolution.

10/21/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I'am a single family homeowner with a drain problem.I requested a follow-up with Roto-Rooter to send a technician to the home because I'am having the same problem with one of my window well backing-up when a heavy downpour of rain presents itself.The initial visit on July 9th the technician showed-up 1hr and 15min. late after the dispatch office allowed a 3hr. window. Lucky for me I took a day off.The second appointment was made for today (August 28th) with a 3hr. window again 3:00pm - 6:00pmWhen the appointment was made I specified that I needed the technician to be at the home during the time giving because I couldn't take off from work and I needed to be back at work. At 4:15pmon the day of the appointment I was called to notify me that the technician couldn't be at the house till 7:00 pm or later due to earlier jobs. I asked to speak to a manager but I was not able to be connected to them because they had to call me back. I took time off from work with no resolution with my drain problem. The initial visit I was told that I had no problem with the drain in the window well since he used a camera that he fished in the drain pipe and jetted water for about 15 minutes in the hole. I know the problem still persist because the well backed-up and water started to penetrate under the window and into the finished basement wall. on August 23rd. and 25th.The initial visit total cost was $600.00. I was not expecting that amount, I thought it was on the high side, but I paid it with the hope that the problem would not come back. Order_Number: XXXXXXXX

Desired Settlement: DesiredSettlementID: Refund I can't take off from work and not to have the technician come to the home at the specified time.Both appointment made with this company the technician was running late.I would like a refund back from Roto-Rooter (To be fair I will settle for 50% of the total payment of $600.00). Not counting my loss in not being at work.I lost confidence in Roro-Rooter. I like to fix my problem and before choosing another company I will be more diligent in my choice.

Business Response: Initial Business Response /* (1000, 12, 2014/10/10) */ 10/9/14 Spoke with customer and we are issung a credit for $120.00

10/21/2014 Problems with Product/Service
9/30/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Date of Service: July 10, 2014; 11:30 a.m.-12:57 p.m. Customers Names: **** ***** and ****** de ***** Service Location: *** ********** ******** IL XXXXX Nature of Service: Clogged kitchen sink (snaking pipe) Cost of Service Provided: $474.90 Flat Fee. Name of Technician: Illegible signature and name not printed. **** ***** made an appointment for service and stated that he would be paying with a credit card, to apply the $40 coupon and to call him after work is completed. Originally the service call was scheduled for 6:00 p.m. but since ****** de ***** was going to be home all day recuperating from an illness, ****** de ***** called Roto-Rooter and let them know that any time would be fine. The service person arrived at 11:30 but did not have any information on the service order. ****** de ***** told him that the payment would be made by **** ***** who was out-of-town and that she would have to contact him for a credit card number. The service took less than an hour. ****** de ***** called **** ***** and gave the phone to the Service Technician to take down the credit card number. The cell phone connection was unstable. The Technician got all of the number but was not sure if it was correct. ****** de ***** had a difficult time reconnecting with **** ***** suggested he borrow phone and call in to the Technician's cell phone directly. When that took longer than the Technician was expecting, he became beligerent, condecending and said that **** ***** did not want to pay him and purposely gave me a wrong credit card number. The Technician insisted that ****** de ***** give him her credit card number since she was responsible because she signed the work order and release. He used intimidation tactics as in threatening to call the police in order to get payment for the service and that a lien would then be placed on the property. He continued to make humiliating remarks about the homeowner's character. **** ***** was able to borrow a working phone and texted the credit card ****** number again. As it turned out he had the correct number except for an extra digit at the end. In short, this Service Techniciain was intimidating, threatening and rude. The delay was less than half hour and he was walking away with above market rate for the service he performed.

Desired Settlement: **** ***** and ****** de ***** would like the $40 coupon refund and an apology for the unecessary emotional experience.

Business Response: Initial Business Response /* (1000, 14, 2014/09/08) */ Contact Name and Title: ******** Office Manager Contact Phone: XXX-XXX-XXXX Contact Email: ************** Left a message several message to try and aplogize for the issue at hand but was never able to reach the customer. Did issue a refund for the $40.00 left that infomration in the voicemail that was left. Initial Consumer Rebuttal /* (3000, 16, 2014/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) BBB Complaint Case# XXXXXXXX After assessing what transpired during a service call on July 10, 2014, and researching Roto-Rooter's ruthless business practices, **** and ****** decided to request a refund of $415.00 because $60.00 is the average market price for the work performed by Roto-Rooter. They concluded that Roto-Rooter's business practices are unethical and that they are not going to accept, what amounts to a bribe, for their silence. On September 10, 2014, ****** returned ******** *****'s (Roto-Rooter representative) telephone call from the previous week. During this phone conversation, Ms. ***** apologized for the technician's behavior and said she had issued a credit of $40.00 because Roto-Rooter failed to credit a coupon. ****** expounded on the abusive nature of the technician's derogatory, condescending and short-tempered behavior. In addition, ****** explained that after researching market prices for similar service and Roto-Rooter's reputation of fleecing customers, it was apparent that Roto-Rooter had taken advantage of their situation by coercion and intimidation. Ms. ***** said that this is their price-point and that $475.00 is the average cost for such service, and in addition, they included in the price a $50.00 drainage maintenance solution. This is a new twist because ****** did not ask to purchase nor was she given the choice to purchase the $50.00 drainage maintenance solution. This appears to be another form of extortion. In short, Ms. ***** said that Roto-Rooter could not/would not reduce the charges to $60.00. ****** requested to speak with Ms. *****'s supervisor, to which Ms. ***** said she was the manager in charge. ****** asked for the phone number to Roto-Rooter's Legal Department or General Counsel; Ms. ***** said they did not have one and that legal matters where handled by outside counsel and not in the Chicago area (Ohio) and would not give her that information. ****** requested the name of the technician that performed the service at their residence, because the signature on the work order was illegible and not printed. Ms. ***** said..."I will not give you that information". Ms. ***** then offered a $100.00 refund provided **** and ****** closed/settled their complaint with the Better Business Bureau ("BBB") and did not pursue legal action. ****** said she would discuss the matter with **** and would call Ms. ***** back. On September 17, 2014, ****** called Ms. ***** at XXX XXX-XXXX ext. XXXXX and was transferred to voicemail. ****** left a message saying, ****** and I have decided not to accept your offer to refund $100.00. If you have any questions, please feel free to call." Final Business Response /* (4000, 18, 2014/09/19) */ Our price is $415 for the work that we did to the residence. As per the orginal complaint the customer was requesting a $40.00 refund and an apolgy from us. Both of these were given. As the customer was still very upset due to the service level and felt she was overcharged we as a company offered to issue an additonal $100.00 off for a total of $140.00 off of our typical price of $415.00 for the work that was provide. We have dealt with the tech and don't feel that it is needed to provide his name to the customer as there is no reason for the customer to have any contact with him as we have dealt with hi and this issue.

9/22/2014 Guarantee/Warranty Issues | Read Complaint Details

Additional Notes

Complaint: During seeking a company to install a back flow valve at my home. Roto rooter employees came out and provided me with an estimate for work, in which I expressed interest in. At that point the worker informed me that some one from the company would call to set up appt. I never received a call from the company to set up a date nor time. Instead the very next morning the workers showed up at my home while I was not there and completed the work, once they where done, mind you I never knew try where there,. My son calls me at work for payment. Once I explained that I would not pay over the phone for work I didn't approve the

Desired Settlement: Cont, In short I did pay for services,, because this was work that was very important to me. However, the workers left a large amount of dirt in a large pile that will never level alone during time. And the cap was removed in an attempt to show me how to check the equipment and was never reapplied properly,, do to what I could only guess is a defect,, I would like a discount on the work, and a revisit to correct all the damages

Business Response: Initial Business Response /* (1000, 6, 2014/09/08) */ Contact Name and Title: ******** Office Manager Contact Phone: XXX-XXX-XXXX Contact Email: ************** We are scheduled to go back out on 9/29 to fix the issues.

9/22/2014 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: I called Roto Rooters to schedule to report problem of toilets clogging repeatedly. Asked for draining and unclogging of pipes to ensure better flow. Technician came out on 7/18/14 and said that clogged pipes were not the issue and instead, both toilets needed be rebuilt for $850.00 which I authorized. 2 weeks after the service, on 8/1/14, one of the toilets overflowed and caused damage to my bathroom, master bedroom and 2 of the condo units below. Roto Rooters came out the following day and the same technician said the cause was clogged pipes. I am filing this claim because I had originally asked for the service of pipe clearing and was instead told I needed a much higher price service, one that did not resolve my issue and instead, led to a much bigger one. I spoke with a manager named **** who basically told me that they were not responsible because the work they did (the rebuilding of the toilets) were not the cause of the overflow. Although it was not the direct cause, both the tech's recommendation and non-action regarding the pipes did lead up to it.

Desired Settlement: Full refund of $850 for service that was not needed nor asked for originally and $500 for insurance deductible from resulting damage.

Business Response: Initial Business Response /* (1000, 12, 2014/09/08) */ Contact Name and Title: ******** Office Manager Contact Phone: XXX-XXX-XXXX Contact Email: ************** Issued a refunded for half of the amount of what was charged to the customer.

9/16/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Had a gentleman named *** show up 5 hours late to an appointment, when he showed up he did no work at and simple stated "you need a rod job" there was no indication that, that was what was actually needed. After asking *** again to find out what the issue was and provide pricing to fix the problem he stated that it would be a waste of his time to do so. I have since had another plumber out who has cleared the line and was able to tell me that there is an issue around 90-105 feet out. I did leave feedback with roto-rooter regarding the poor service provided by *** and received a call back from there cooperate complaints department and they scheduled a new appointment and said that they would send a tech out with a camera to find out what the issue in the line is and give an estimate. the morning of the appointment I speak with one of the techs and they state that they would need to charge me $375 even though there website states they provide a free estimate. also there service line scheduled the appointment and never disclosed any charges what so ever.

Desired Settlement: For the company to stand by there advertised free estimate service.

Business Response: Initial Business Response /* (1000, 6, 2014/09/08) */ Contact Name and Title: ******** Office Manager Contact Phone: XXX-XXX-XXXX Contact Email: ************** Customer was informed we offer free estimates not free camera jobs as he requested. To run the camera through the line and clear the drain this way the charge is correct of $375.00. The customer choose to have another company to this job. Initial Consumer Rebuttal /* (3000, 8, 2014/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I stated to the rep that called me, the line was already cleared and I had that done previous, I was having them out to inspect the line and provide me an estimate that they advertise as free, to correct the issue and prevent any further future issues. The rep stated no problem and scheduled an appointment. As there website states free estimates and did not limit to what they would do to provide the estimate I feel that they should still stand by there advertisement as well as stand by there own associate, who I explained this all to when they called, and provide the free estimate service that they advertised and stated they would. Final Business Response /* (4000, 10, 2014/09/15) */ We do not offer a camera for free and at no time was the customer promised this and he spoke with both the office manager and the excavation manager at which time this was explanined. He was offered a free estimate to have someone look at his line and have the camera work done for $375 to see what the issue was and if it was more serious include this price in that work but it was refused.

9/15/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: On 8/2/2014 i had roto-rooter to come out to replace a cracked garden hose faucet handle. Roto-rooter sent out technician "****** 2004".****** stated to replace the handle it would be $325, if he didnt have to expose the pipe. ****** ended up having to expose the pipe, only my husband used his saw and my husbands to remove drywall in the garage and 2X4's to get to the pipe, my 6 year old daughter and myself witnessed my husband do all the labor and then witnessed ****** instruct my husband ***** to unscrew the pipe! I had to go to work so I(*****) had to get ready inside, about 15 minutes later Harold was gone. I took a look at the work to find a hole around the hose pipe from the outside of my house to the inside of my house and no insulation or drywall fixed.Leaving potentional rodent or what not access to our house. I called roto rooter back and a woman answered saying a supervisor would call back in about two hours and that she completely understood why i was so upset as we just paid $452.03 of which $425 was for labor and had my husband not been here had ****** expected me to do all of his work for him(Im a woman who has no handy work skills). ****** was at my house for a total of 2 hours of which 45 minutes he was on a run to menards for parts!!! Leaving him with an actual labor time of 1 hour and 15 mintues of which he was instructing my husband to get to the pipe and even work on the pipe for ****** and ultimately leaving with the job incomplete and me with a bill that does not suit the work, and a tired and sweaty frustrated husband.No one called me back two hours later. My Husband ***** recieved a call back stating they never have to fix holes they leave!!!!! Invoice Number:XXXXXXXXXX Customer: ***** **********(wife ***** **********) Date:8-2-2014 Labor:425.00 Parts:63.75 Discount???63.75 Total:452.03

Desired Settlement: I want a labor refund as above I stated my husband did 80% of this companies labor including screwing and unscrewing the very pipe Harold from roto-rooter was working on.

Business Response: Initial Business Response /* (1000, 13, 2014/09/08) */ Contact Name and Title: ******** Office Manager Contact Phone: XXX-XXX-XXXX Contact Email: ************** Issued the customer a credit of $82.50 for the repairs they had to make on thier own and aplogized for the inconvience.

9/9/2014 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: On Friday 8/22 I called Roto Rooter to schedule an appointment to have them come out an unclog our property retention pond storm drain because water was backed up to homeowners decks. Roto Rooter called me back and scheduled me for Saturday 8/23 between 10-12. On Saturday 8/23 I called back at 12:15 to get an ETA since I had other plans that afternoon and was told my scheduled time was 10-12 (MIDNIGHT). I know you cannot see a clog in a storm drain in the pitch dark, anyway they said they could bump me up to between 4-8. At 4:30 Saturday 8/23 they called my neighbor (since I has plans that I couldn't cancel) and told her that their truck broke down and couldn't come out until Sunday 8/24 between 12-4. (Water is still standing in the retention pond and now starting to smell). So on Sunday 8/24 we waited and about a little after 5 we received a call from Roto Rooter saying that they were stuck on a job and couldn't make it out to our property, but we would be the first call out for Monday morning and someone would be here between 8-10am. Well at 10:15 Monday 8/25 I had to call Roto Rooter to find out where they were at and I was told that they were on another job! I flipped out and told the I was reporting them to you and leaving a bad review on YELP for them. Well around 2pm I spoke with Lynette who CLAIMED to be the Water Restoration Manager and ******** ***** who CLAIMED to be the Office Manager (I later found out that they both work for the company, but were NOT MANAGERS) and the promised me someone would be out to my property later that day. Around 5pm a plumber did show the wrong house because the dispatchers never updated him to the correct address, and fixed our problem. The pond was finally drained around 7:45pm. The invoice number that I was given is XXXXXXXX. I was given such a run around for 3 days and nobody from that company went out of their way for the customer. Unfortunately, I have read their YELP reviews and many other people have posted negative reviews on this company some mentioning this same exact problem...WE WILL BE THERE AND THEN NEVER SHOW. They billed me for $772.00 and yes the job was completed, however I think the company should offer some sort of discount for all the aggravation they put us through.

Desired Settlement: I feel that we should be offered a 40-50% discount for the aggravation that we were given over the 3 days. Plus the company used my water to fill up their jet tank and I am charged by the village for water.

Business Response: Initial Business Response /* (1000, 6, 2014/09/08) */ Contact Name and Title: ******** Office Manager Contact Phone: XXX-XXX-XXXX Contact Email: ************** Issued the customer a full refund for services provided due to the delay. Customer has since changed her review on Yelp and Facebook. She has stated she is happy with the outcome.

9/8/2014 Advertising/Sales Issues | Read Complaint Details

Additional Notes

Complaint: My moms toilet was little leaking where two screws hold flush tank to the bowl. Plumber give estimate of $40.00 when asked. Did not took His shoes of and walked straight through new carpet. Locked himself in in the bathroom so mom could not see that He is just taking His time and just sitting there, probably on the phone. Spend less then hour changing two toilet bowl screws and I assume ball cock. Bill came $345.00 just for labor. Are those guys making more then lawyers engineers and doctors?

Desired Settlement: The labor for the bill shod not exceed $60.00 for an hour.

Business Response: Initial Business Response /* (1000, 12, 2014/09/02) */ Contact Name and Title: ******** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ************** We proviced the customer with a credit of $56.67 and they stated they were okay with this resolution. 9/3/14 additional info from business: We spoke with Irena who is the home owner and we issued a credit to her for the inconvenience and she was satisfied with this credit that was issued when we spoke with her.

6/24/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: After repeatedly expressly promising me his expertise and equipment were adequate to clear roots from main drain, Roto-Rooter's **** improperly used too small of a plumbing snake with too weak of a machine to try to clear our 6 inch main drain. Instead of properly clearing the drain as he proceeded, he rushed through to the end of the line (actually going about 40-50 feet too far into the city's sewer), then on the way back out got stuck on the roots he failed to clear. **** and Roto-Rooter's other personnel were unable to remove their equipment from my drain so they cut the snake and abandoned the job. ******* ******* ******* superior not only demanded about $425 for the job **** failed to perform, he demanded $5,900 to remove their augur and snake, which were blocking my drain. ****** claimed that our line "had collapsed" but refused to let us see the video they claimed they had taken of the situation. ****** also threatened to call the "County Water and Sewer" inspectors and have our house "condemned" if I did not pay Roto-Rooter. After I refused to pay the $425 or the $5,900, ****** carried out his threat to try to have our house "condemned" by calling Northfield Village officials and falsely telling them that "raw sewage" was spilling out of our clean out (that could not be closed because Roto-Rooter's equipment was still stuck in it.) The Village did come out to inspect and immediately agreed that ****** either did not know what he was talking about or was lying because the pooled water Abbott saw was clear ground water ejected by our sump around the corner of the room.) Later, *****, who is **** ********* superior, refused to correct the situation, claiming that the 11/16 inch diameter snake is Roto-Rooter's standard size and also refused to let us see the video. However, ***** admitted that Yuri had punched through and run his augur beyond a large clump of roots at 18 feet without clearing an exit for himself. We hired ********** Sewer Rodding who hired an independent lab. The line was scoped then the site was excavated. As the video showed, the drain had not collapsed but the augur was stuck among roots and the tile was pierced somewhat short of 20 feet in. The augur and snake were removed, the sewer pierced coupling replaced. Since the hole was there and most of the costs already expended, the two adjacent couplings with hairline cracks also were replaced and a second larger clean-out was installed. Two plumbing companies, the plumber who did the video, and the ********** Village inspector all told me that the 11/16 coreless snake used by Roto-Rooter is not sufficiently strong to clear roots from a 6 inch drain and never should have been used, much less in the improper fashion that **** used it. Roto-Rooter's incompetence and dishonesty were manifest to two companies and the village inspectors and are obvious to even lay persons: 1. **** lied about the quality of his equipment. 2. **** misused the equipment, failing to clear an exit for himself. 3. **** over-torqued the snake, bending it 90 degrees. 4. **** ****** lied about that our sewer had "collapsed." 5. **** ****** lied that Yuri had used the equipment properly. 6. **** ****** lied the equipment was adequate. 7. **** ****** attempted to extort money by "having our house condemned." According to **** at Northfield, who had been successfully cleaning our drain for more than a decade, our sewer could have lasted another 20 years if regularly cleared by a competent worker with proper equipment. So although we now have an improved clean-out, we could have lived without it for many years to come if Roto-Rooter had not broken our sewer.

Desired Settlement: Properly speaking, Roto-Rooter's shamelessly deceptive trade practices and professional incompetence caused my wife and me to spend $5,250 we would not otherwise have needed to spend for many years. However, I was willing to pay about $425 to get our drain cleared, an amount which we are willing to deduct from our claim. (I do not know the exact amount because when Yuri fled, he took all the copies of any paperwork.) Despite Roto-Rooter's best efforts to wreck our sewer and "condemn" our house, our drain is now clear, so our net loss is only $4,850, which is the sum that we want Roto-Rooter to reimburse. Finally, **** ****** demanded that we return the remnant of the snake and augur Roto Rooter cut and abandoned. If and when the remnant no longer is needed as evidence and we have been reimbursed, Roto Rooter will be welcome to come and take it.

Business Response: Initial Business Response /* (1000, 9, 2014/05/20) */ Our technician used an 11/16" sewer rod to attempt to clear the mainline. This size rod is adequate to clear roots from a mainline and is sold in all sewer supply houses for such purposes. We disagree with Mr **** that our equipment was not adequate for the task or that we overstated the quality of our equipment. We also disagree that anyone at Roto-Rooter attempted to extort money from Mr **** or any of his listed allegations. I will explain the entire situation below. Mr **** signed our paperwork to start the job as well as a "Hold Harmless" agreement. I have attached these signed agreements. These agreements cover the possibility of our cable getting lodged in a customers line. Mr ****, who is an attorney himself, clearly knew of the risks involved with having your sewer cleared with a rodding machine. I am also attaching some screen shots from the video of his sewer line, pre-repair. In these pictures you will see that the roots were invading the part of the pipe that had severe cracks in it. Mr **** states these were hairline cracks. You will see from the pictures they are anything but "hairline." We could not get a full visual on where the rod had gotten stuck because the massive roots coming in through the broken pipe hadn't gotten removed before the rod got stuck. It probably was in fact stuck at the 20' mark which is where My **** states there is a "piercing." In "Picture 1" you can see that at 16'11" the pipe is cracked on all sides. Picture 1 is a view looking downstream towards the stuck cable. In "Picture 2" which was approximately 18'4" our technician has manipulated the camera to face back upstream and has a clear view of cracks in the pipe just before the massive root blockage. You can see that the pipe is very cracked and has shifted from itself. This large crack continues into the rootball in picture 3. It must be understood that when you have a line like this, with large cracks and large roots, there is the possibility that the rod can become lodged in the cracks of the broken pipe or can exit the pipe through the breaks and become lodged. Our rod did not become stuck in the areas of clear pipe, only the area of the pipe which was obviously cracked and damaged. We disagree with Mr **** that he is owed any compensation because of any of our actions. We have shown that his line was damaged before we rodded it and Mr ****, an attorney, understood the risks before we began any work on rodding his line. We have not charged Mr **** for any of our services to date and respect his decision to use another company to repair his cracked and damaged sewer line, but Roto-Rooter is not responsible for his line being broken and having to get fixed. Initial Consumer Rebuttal /* (3000, 11, 2014/05/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) HOMEOWNER'S REPLY Roto-Rooter's response obfuscates the dispositive issue and attempts to substitute self-serving conjecture for facts. The question at hand is: Who should be responsible for the $5,250 it cost to remove the snake and augur that Roto-Rooter "lodged" in our sewer? As the attached PDF exhibit grahically shows, the answer is simple: Roto-Rooter used an inadequate snake that it recklessly bent and abandoned. Roto-Rooter responds that it should not have to pay the costs because (a) it was not oto-Rooter's fault that its equipment got bent and "lodged" in my sewer and (b) I signed a "hold harmless and release." 1. ROTO-ROOTER USED INADEQUATE EQUIPMENT THAT IT RECKLESSLY BENT THEN ABANDONED. It cannot be disputed that: 1. When asked, Roto-Rooter represented to me that its equipment was strong enough to clear the roots in our sewer and its equipment was better than that used by my usual sewer company. 2. Roto-Rooter used a 11/16 diameter, coreless flexible snake. Six sewer experts, including two village officials, said the snake was not strong enough to cut roots in a six-inch sewer pipe and should not have been used. 3. Roto-Rooter's employee said the equipment "shot right through" the sewer, slowing down "only once to cut through some roots." The correct procedure for cutting roots is to proceed carefully, removing roots as they are cut so as to clear an exit for the augur. Roto-Rooter did not follow proper procedure. 4. Roto-Rooter's employee claimed he ran "more than 90 feet of snake all the way to the village sewer across the street." Actually, the village sewer is on the near side of the street, only 50 feet away. He did not know what his equipment was doing or where it was doing it. 5. Roto-Rooter's employee said that he "did not have any problems at all" until he tried to remove the equipment. As the photos show, when the snake and augur got snagged, either he was in too much of a hurry or he panicked. Instead of carefully trying to work the augur out through the root bunch, he tried to free his equipment with brute force. 6. The undersized snake was unable to withstand the excessive torque from the motor. The snake bent 90 degrees, perpendicular to the line, creating the equivalent of a 7 3/4 inch steel grappling hook, that was too big to pull back through our 6-inch diameter sewer pipe. None of the four private sewer professionals nor the village inspector had ever seen a snake bent like that. 7. Roto-Rooter cut its snake and abandoned its equipment in my sewer. 8. A Roto-Rooter supervisor then falsely told me that the sewer had "collapsed." His superior repeated the falsehood that the sewer had "collapsed" until I asked him how he could claim that when his video camera could not see past the root bunch. 9. Roto-Rooter warned me that its equipment would create a blockage, yet refused to remove it unless I agreed to sign its "Excavation Proposal" and pay $5,782. Roto Rooter even refused to let me view the videotape they had taken of the equipment they abandoned in my sewer unless I first paid the company several hundred dollars. 10. Two weeks later, I obtained a plumbing permit. My sewer company excavated a hole and broke into the cracked but intact and fully functional sewer pipe. The augur was "lodged" on the far side of a large bunch of "hair roots." That bunch was attached to a large feeder root that ran from a small puncture in a joint on the near side of the root bunch. (Our independently taken video taken before the excavation also shows the augur stuck on the far side of the root bunch. Roto-Rooter claims its camera could not see the far side of the root bunch.) 11. It cost me $5250 to remove the equipment Roto-Rooter abandoned in my sewer. 2. THE NEED TO EXCAVATE, BREAK OPEN AND THEN REPAIR MY SEWER WAS CAUSED SOLELY BY ROTO-ROOTER'S NEGLIGENCE. The three sewer professionals with my usual company, the independent expert who videotaped my sewer, the village plumbing inspector, and the village building inspector all agreed: A. Roto-Rooter's snake was too weak to cut roots in a 6-inch sewer and should not have been used. B. Roto-Rooter went in too quickly without properly clearing an exit through the root bunch. C. Roto-Rooter recklessly used excessive power and bent the snake 90 degrees perpendicular. D. Sewer "collapses" are extremely rare; it "does not happen even 1 time in a 1000" blockages. Our sewer had not collapsed. E. Roto-Rooter's equipment got stuck solely because the snake was inadequate and the equipment was misused. F. Many older sewers have cracks yet remain fully functional. If Roto-Rooter had not abandoned its equipment, our sewer "could have lasted another 20 or more years." 3. THE LEGALESE DOES NOT PROTECT ROTO-ROOTER FROM ACCOUNTABILITY The last line of Rotor-Rooter's legalese states: "This release and hold harmless will not apply to the extent a claim is caused solely by Roto-Rooter's negligence." As shown above, the facts and expert opinions all clearly show that Roto-Rooter's snake and augur got stuck "solely by Roto-Rooter's negligence." Therefore, the legalese does not protect Roto-Rooter from accountability here. Moreover, the "release and hold harmless" does not excuse Roto-Rooter from liability for its deceptive trade practices, especially the fraudulent representations made by Roto-Rooter to induce me to sign the "release and hold harmless." I would not have let Roto-Rooter get started if Roto-Rooter had not lied when I asked him whether the equipment was strong enough. Finally, the hold harmless does not and cannot cover Roto-Rooter's bad faith breach of the very contract containing that clause. 4. ROTO-ROOTER'S CRACKED CONJECTURE Aware that it is liable under its own contract if the equipment become lodged "solely by Roto-Rooter's negligence," Roto-Rooter attempts to shift blame to grossly exaggerated hairline cracks that were not even at the location where the augur got stuck. Roto-Rooter does not dare claim that its augur actually got stuck in a crack because there is no evidence to support such a notion. Instead, Roto-Rooter substitutes self-serving conjecture: "It must be understood that when you have a line like this, with large cracks and large roots, there is the possibility that the rod can become lodged." The facts prove that "possibility" did not happen here: When the pipe was broken open to remove the equipment, the augur was not stuck in a crack. It was caught on its own 8 inches of bent steel. The augur was stuck on the far side of the root bunch, away from the main root and away from the cracks Roto-Rooter says it videotaped "looking back upstream" - the opposite direction from the root bunch and the augur. Here, Roto-Rooter resorts to another shameless lie that "our rod did not become stuck in the areas of clear pipe, only the area of the pipe which was obviously cracked and damaged." However, Roto-Rooter's camera could not see beyond the root bunch. Again, there is no evidence whatsoever that the pipe was cracked where the augur was stuck. 5. ROTO-ROOTER'S MALICE Roto-Rooter again blatantly lies: "We have not charged Mr **** for any of our services to date ... ." On the contrary: Roto-Rooter's supervisor called me in Denver and threatened to sue if I did not pay them "$415 for clearing my sewer." After I aaid that it would cost more than that just call to a lawyer, he threatened to call the "county" and have them "condemn your house." Knowing I was out of town, Roto-Rooter maliciously called my village's department of public works and deliberately lied that "raw sewage was spilling into the street." Two village public works officials came over, examined the site. They told my wife the puddle was "clear water" from the sump and there was no emergency. 6. ROTO-ROOTER MAY BE SYSTEMATICALLY ENGAGING IN DECEPTIVE TRADE PRACTICES. Roto-Rooter has a reputation within the industry for failing to clear sewers and falsely telling home owners that their sewers have "collapsed" and need "emergency repairs." Roto-Rooter's business plan appears to consist of selling new sewers, whether needed or not. There appears to be substantial evidence that Roto-Rooter may be systematically engaging in deceptive trade practices, targeting the elderly, the distracted and the distressed. Indeed, there are more than a hundred remarkably similar complaints from victims of Roto-Rooter's practices posted at the Consumer Affairs site, Two examples of complaints similar to our are recited in the attached exhibit. Notably, these other victims say Roto-Rooter employed the same frightening language Roto-Rooter used in our case - "collapse" and "condemn." CONCLUSION As the photos in the attached exhibit clearly show: 8 INCHES OF STEEL BENT Final Business Response /* (4000, 13, 2014/06/12) */ While we respect Mr ****'s response, we do not agree with his opinion that our equipment was inadequate to clear roots from a 6" mainline. We clear thousands of these lines every year with this same equipment without issue. Mr **** had a faulty sewer line as the pictures showed. We have our customers sign our hold harmless agreement prior to cabling the line because damaged lines can damage our equipment and we cannot accept responsibility for this. Roto-Rooter declines to pay any financial requests of Mr. **** due to his sewer line being heavily infiltrated with roots and cracks. Final Consumer Response /* (4200, 15, 2014/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) HOMEOWNER'S SURREBUTTAL It is a fundamental axiom of simple logic that a conclusion cannot be correct unless it is consistent with the known facts. In its surresponse, Roto-Rooter repeats the naked and unsupported conclusion that it was not Roto-Rooter's fault that its equipment got bent and stuck in my sewer. However, Roto-Rooter does not even attempt to refute the known facts that compel the contrary conclusion: 1. Northbrook Sewer had been successfully clearing reports from my sewer mainline for more than ten years without incident. 2. The manager of Roto-Rooter was on vacation when I engaged Roto-Rooter to clear the roots from my sewer line. 3. Roto-Rooter expressly represented that its equipment was not only strong enough to clear the roots from my sewer, but that it was even better than the equipment that Northbrook Sewer had been using. 4. Roto-Rooter's employe raced into the drain, having "no problems at all" and claimed to have run more than 90 feet of snake, even though my mainline is less than fifty feet long. 5. Roto-Rooter's employee failed to clear an exit path for his augur either because he was negligent or because the Roto-Rooter equipment was not strong enough to cut through the roots. 6. There is visible evidence on both videotapes that on its way back out, Roto-Rooter's equipment hung up on the far side of root bunch. There is no evidence that Roto-Rooter's augur got hung up on a crack or that there were even any cracks where RotoRooter's augur got hung up. 7. Multiple sewer experts, including three village officials, stated that Roto-Rooter's snake was inadequate for the job and should not have been used. 7. After he got it hung up on the root bunch, Roto-Rooter's employee should have tried to carefully unsnag the augur. Instead, as the photographs clearly show, Roto-Rooter's employee hastily revved his motor and bent the snake 90 degrees perpendicular to the line. This bend created the functional equivalent of an almost 8 inch grappling hook. 8. The 8-inch grappling hook was too large to pull back out through a 6-inch diameter sewer line. 9. Contrary to Roto-Rooter's assertion, Roto-Rooter has experienced numerous problems with its equipment as is evidenced by many of the 111 complaints listed at just the one consumer site referenced in my rebuttal. It is not at all surprising that Roto-Rooter refuses to reimburse me for the costs of having a competent sewer company excavate and remove the equipment that Roto-Rooter abandoned. Roto-Rooter's refusal to be accountable for its own wrongdoing confirms my belief, shared by more than a hundred other victims, that Roto-Rooter does not appear to be in the business of serving its customers' needs. Rather, the evidence indicates to us that Roto-Rooter may be in the business of unscrupulously preying on the unwary and taking its victims for all it can get.

5/26/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: called roto rooter to rod kitchen sink line on 17apr14. they came 18apr14 at 11am...roded line and left. i then noticed drain pipe was leaking under sink so i called back , same plumber came back about 1hr later and looked tighten and said it was ok no more leak... he left and we washed dishes noticed it was still leaking.. called back they told us someone would be sent out... as of 8pm nobody has come back to fix leak i did not have before.

Desired Settlement: i would like some kind of refund for the stress and having to call a new plumber to come out and fix the mess they made.

Business Response: Initial Business Response /* (1000, 9, 2014/05/13) */ Contact Name and Title: *******-Office Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************** Dear Ms. ******, Our records indicate that we did go out there two times. The first time we show we cleared the kitchen line and gave you 40 dollars off our flat rate pricing with a 6 month guarantee. We also show we went back a second time at no additinal charge. I do not see a third call from you. We would be more than happy to come out and take a look if you are still having a problem. There will be no charge. We always try and fix the problem efficiently and quickly. Please let us know if you would like us to come back out. If not we hope you will contact us in the future so that we could be of service to you again. We value your business. Sincerely, ******* P.

3/24/2014 Problems with Product/Service
2/17/2014 Problems with Product/Service

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