Complaints

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

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Roto Rooter has 30 locations, listed below.

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  Roto Rooter

  47 Discovery Ste 250 Irvine, CA 92618-3206

• 

  Roto Rooter

  729 W 1390 S Salt Lake Cty, UT 84104-1640

• 

  Roto-Rooter

  8930 Center Ave Rancho Cucamonga, CA 91730-5328

• 

  Roto Rooter

  4747 Viewridge Ave STE 200 C/o BBB of San Diego San Diego, CA 92123-1688

• 

  Roto Rooter

  201 N Brand Blvd # 2226 Glendale, CA 91203-3588

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/14/23: *************** told me labor costs for digging and repair were $795 with a $461 discount for previous work. But a $1000 down payment was needed now. He flipped very fast pages on his computer and stopped only shortly for some signatures. I know this procedure from previous work by this company but had received a hard copy immediately afterward. I have cataract in both eyes and need a hard copy to read small print. But I did not get a hard copy this time and was told I get it later. Therefore I asked; What will I have to pay next time? Answer: 1700 minus 461, the costs for the replacement parts, we will know later. 11/18/23: ****** asked me for a signature and payment. I saw a bill close to $ ****. I asked for what? Show me the details! He just stated that these are the regular costs decided by the company. I refused to sign and to pay, and demanded the branch manager on the phone. ****** literarily ran to his car screaming: "From you, I had not expected any problems." 11/30/23: I received as an e-mail an alternated copy of the contract. For the first time, I saw the demanded costs of $ ********. The down payment is supposed to be 10% meaning in this case $800 instead of$1000. The performed task failed twice the inspection by the building inspector.

• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had roto rooter on 11/15 snake out my main basement drain. They told me there was blockage and I should consider putting in a main drain line. Today is 11/29/23 and it has been exactly two weeks and my basement is super flooded. Its worse than when I called them on 11/15/23 for the initial work. I agree I most likely need to replace The main line to the house however the work should last more than two weeks. Its so bad my brand new hot water tank shut itself off so we now have no hot water

• Initial Complaint

  Date:11/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I believe that this company takes advantage of people and tells big lies. I unfortunately got scammed into thinking the customer ********************** was decent because when they want your money they come out ASAP. Once youve paid and need the job finished they dont show up. Ive called countless times and no one has showed up to finish the excavation job I was extremely overcharged for, also in hindsight I find it ironic that the plumber knew my pipes were broken. I dont believe this company or what they say for one minute. Dont ever use them and wont ever use them again.

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company will not fix a problem they created. I paid Roto Rooter $786.77 on April 14, 2023 to installed a new water regulator at my home. When the technician arrived to do the job, he did not have adequate tools for the job so he borrowed my tools to do the job. Then told me he needed to add a part, a coupler, which he installed up line from the regulator (more money) that part was not needed for the regulator he removed, just the one he was putting in. He gave no explanation as to why he needed an extra part other than line size. Took him all day the day he came out to install the regulator, leaving several times for I dont know. The new part he added leaked. I did not check his work (didnt think I had to check his work, my mistake). Then in November when I did my weatherization tasks around the house - that is when I noticed the leak. I called Roto Rooter on November 21, 2023 and they said they would send someone out to look at it but said only had 6-month warranty. They sent the same guy who installed the part. He said it was out of warranty and he would try to tighten but could not tell me why a part installed less than seven months ago has failed or is leaking. The part is not bad the plumber is. He left without telling what he had done and yes it still leaks. I will have to find a real plumber now to fix his s**** up at my expense because this company does not stand by its work. The part is fine he just didn't want to dig the dirt from around the pipe when he initially installed the coupler, so it is a tight fit and hard to get your hands and tools around the coupler to do a proper installation and as a result, he did a crappy job and it leaks. Really poor workmanship by this company.

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called rotor rooter to come to my home and give or tell me what needs to be done to fix my clogged pipes in my home. Technichian came said it needed to be rotted and he will fix and clear to city street main sewer line. I paid and signed . He said everything went smooth and clear rotted to front of my home. 2 days later water wasnt going down compelty week and a half complete back up. Another techian came out went to my clean out and said the first tech did not do what he said he couldnt get passed 10ft plus it goes to the back of the home. Quoted ******* dollars to install a liner in pipe. Told me to call branch and request a refund. Next day called ******* branch spoke with ******************** she was the most ignorant and had no customer value or care for her customers. Told me to be greatful what i had done and i paid all that money for some flow. I paid for no services and lies and ********* m talking down with no respect. I want my money back for the work that was not done and wrongful services. Not only the stress and time this has caused me and my family.

• Initial Complaint

  Date:10/25/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Technician sent to our home and could not locate the clog, previous plumber couldn't figure out where it was and said a little bit about what the other plumber said but we were starting from scratch. Originally the technician wanted to try to snake through toilet, as jacuzzi tub was too complex for tech as it was for previous plumber, so we removed toilet ourselves as to not be charged toilet removal fee if it works, but he hadn't checked the washer dryer room adjacent where another toilet is and said it won't work after we did the work due to back-to-back toilets. So we removed toilet for nothing. He said couldn't find anything after getting on the roof and all, so he called supervisor to come out the next day.Supervisor came out and used a camera into jacuzzi tub and said there was a clog going into the line somewhere past the brick wall into the bedroom on the LEFT--quoted us over 4K to fix not including thousands for subfloor tear out. He said we could do the jackhammering from the bedroom on the left underneath the brick wall ourselves towards the bathroom to save money.Instead of that, we pulled out our own jacuzzi tub ourselves to get a better look after they left and it revealed that there WAS NOT A PIPE RUNNING TOWARDS THE BEDROOM ON THE LEFT AT ALL. IT GOES UP INTO THE CEILING/ROOF ONLY AND THEY WERE LOOKING AT THE WRONG THING.So obviously the only other way to go down the pipe is going toward the washer dryer room on the RIGHT where the flooding happened. Ended up using a $40 snake from ********** in the pipe in the washer dryer room adjacent to bathroom and unclogged ourselves. Not plumbers, but solved this ourselves. At least the first plumber admitted he couldn't find it.But Roto-Rooter instead of admitting they couldn't find it, they lead us the wrong way and now want $550 and sent it to collections. AWFUL AWFUL AWFUL.

• Initial Complaint

  Date:09/29/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business is false advertising I had an urgent matter with a gas leak and I called them at 11:30pm and received a call back and said that wouldnt be able to assist me because they are closed.

• Initial Complaint

  Date:08/11/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received water mitigation services from Roto Rooter on 6/3/23. I signed documentation authorizing Roto Rooter to be paid directly, by my insurance company, for the services they provided. A claim was filed and approved to pay Roto Rooter for their services. A check, made out to me (homeowner) and Roto Rooter, was mailed to ROTO ROOTER on 6/19/23. Roto Rooter stated they never received the check and stated it was stolen and cashed by someone other than me and Roto Rooter. I informed Roto Rooter that I did not know the person and I never received the check, as I had signed their paperwork to have them paid directly. Roto Rooter stated an investigation was being done regarding the stolen check. Roto Rooter then proceeded to place a Notice of Lien on my property for the amount of the stolen check. I explained to Roto Rooter, I never saw or touched the check since documentation was signed to have the check sent directly to Roto Rooter. Roto Rooter stated it is their policy to issue a Notice of Lien for failure to pay. CLEARLY THIS IS A EXCEPTIONAL SITUATION AND DESERVES TO BE TREATED AS SUCH. There was never a decline to pay Roto Rooter from myself OR the insurance company. If that were the case, then following their policy would be sufficient. Furthermore, the check was mailed DIRECTLY to Roto Rooter. That being said, how am I being faced with Notice of Lien on my home, given the **** that Roto Rooter KNOWS the check was stolen and that an investigation is ensuing. This issue should be one between Roto Rooter (who the check was made out to and mailed to) and the ***************** (who mailed the check). This business practice is unfair and wrong and needs to be corrected. I, the customer, should not be facing legal action on my property based on an issue that is between Roto Rooter and *****************. At the least, any form of legal action should be postponed until the investigation into the stolen check is completed.

• Initial Complaint

  Date:03/31/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Roto Rooter on 2/37/23 on behalf of my elderly mother who had a plumbing issue in her home. They went out and advised that the issue was a "main line" issue and that the price would be more (from $600 to $855). I was skeptical until the tech said, "if we dont unclog, we dont charge, you dont pay a *****". At that point I felt comfortable enough to say go ahead. He took credit card info "in the event that they did unclog". He was there for 3 hours and by then the water had gone down, as it normally would take that long. I asked "did you unclog or did it simply go down slowly as it normally does?" he was not sure but he reassured us that if he didnt unclog that we would not be billed. That night, a credit card charge hit my account for $855. I called them the next day as the water was back up again, they sent a second tech who also was not able to unclog. That same day, they sent a "camera tech" only to tell us there was a clog and that he needed to start digging and that it would cost nearly $7,000.00. I advised that that amount seemed way too high and that I wanted my refund as they were not able to unclog for the original quoted amount of $855. They said someone would call me regarding the refund. One guy called Wednesday 3/29/23 to tell me that they just dont refund that kind of money, that it was a lot. I explained that it was a lot for me as well considering nothing was done and they did not perform what they guaranteed to perform. He said he would need to call me back. Since then, I have called numerous times to speak to a manager and you are not allowed to, they can only call YOU back. They have not since then. I have filed a fraud claim with my bank for the monies taken. I feel like they saw a nearly 70 year old lady (cancer patient) and took advantage. I was handling this all over the phone as I am an hour away from my mom. Please help resolve.

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I call Roto-Rooter on March 13, 2023 to come out to my home and unclog my drain. The cost was $480.00 also it was told that it included a camera review to see what was the issue with the drain. The Sewer Solution Specialist (*******************************) that came to my home on March 15th 2023 2 days later to administer the camera to see inside my outside drain that's in my backyard. The Sewer Solutions Specialist stated to me there is roots in the city line that causing me this back up problem. The sewer specialist advise me I needed a second cleanout drain line place I'm my backyard. I ask him how much the cost to make the 2 cleanout drain line he stated $4500 now mind you he told me that price on March 15th 2023. I contacted the same Sewer Solutions Specialist (*******************************), now on March 23,2023 he tells me the cost will be $5,400. I ask why the price jump up $1,000 more dollars in just a week he said cost went up Clearly he's trying to rip me off I contacted a private license plumber he will do the same work for a much lesser cost.I see myself never doing business ever again with the Roto-Rooter company Also, the water company is ***************** ************************* They clearly not maintaining their waterline from roots from growing in their line that will cause the resident to have backup issues in there homes.