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Business Profile

Sewer Cleaning

Rotor-Rooter Restoration

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sewer Cleaning.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/12/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Roto-Rooter called for clogged toilet on 08/09/2024. ************* technician repaired clogged toilet. We went out of town and when returned on Sunday evening, there was a leak from the basement ceiling below where toilet repair was made. I called Roto-Rooter at 8:21 pm and was advised they would send out service technician. Then a representative from Roto-Rooter called @ 9:20 pm and advised it would not be unto midnight or 1 am before a technician could arrive. I then requested someone to come in the morning and was told someone would come at 9:00 am. At 9:25am, Roto-Rooter called to advise they were running late but would arrive by 1:00pm. Two more calls came in for updates. The service technician called at 2:43 and advised he was five minutes away. At 3:32, my mother called and the service technician told her he was at another location at that time and now wouldnt be there until 5-6pm. My mother called Roto-Rooter to send out a service technician and stop procrastinating to fix the leak. Roto-Rooter called at 3:57 and advised they are sending a service technician now. A service technician arrived at 5:15. Technician only looked at ceiling. He did not check toilet and stated his supervisor would come out to look. A $500 cost to unclog a toilet and start a leak with no regards for customer service repair.

  • Initial Complaint

    Date:03/23/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 3/5 my mom had her basement drain backup. We called Roto Rooter to clear out the drain. **** came out and cleared out the drain without any incident. That cost $431.50.Then ****, a rep from Roto Rooter came to assess the situation.He told my mom that his company could pick up the wet carpet, dispose of it, sanitize the floor according to code, and place dehumidifiers and fans to get rid of the moisture. He said he would collect $2000 as an estimate and that the computer program would give a more accurate amount. He said it could be a few hundred dollars less or more depending on the job. *** signed the paperwork and gave him a check for $2000. The men came on 3/6 and pulled up the carpet. On 3/7 they put down the sanitizer and placed the humidifier/ fans. They said they would come every day to check. The man came on 3/8 to check the floor. He said that he would probably be able to remove the dehumidifier/fans on 3/9. No one came on 3/9 or 3/10 to check. On 3/11 the humidifier and fans were removed. On 3/18 my mom received a call from a rep from Roto Rooter telling her of her balance due from the job. My mom being ******************************************** The woman called and said the balance was $1589.62. I told her that was not what **** and all of us discussed. **** said the cost could be a couple hundred more or less. It depended on how the computer program figured out the job. We were fine with a couple hundred but not $1589.62 more. The rep on the phone kept saying the $2000 was a down payment, not an estimate. **** never called it a down payment. His wording was VERY misleading. After having a spirited debate with this woman, she told me her manager would give me a call. He called. He said **** told us the job would be between $2000-$4000 and that my mom signed the contract. **** conveniently left that part out- letting us think the cost would have been $2000 +/- a little. This company is very deceptive and I will never do business with them again.

    Business Response

    Date: 03/25/2024

    Good Afternoon

     

    I want to make sure this is the correct location. for this complaint. We do not have a technician named ****. If so can you provide me the property location of the worked performed?

     

    Thank You

    Customer Answer

    Date: 03/27/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********. My complaint was with the Roto Rooter in Stark County **** not ********.  Rooter Rooter in ****** has discussed my complaint with me and has recently resolved the issue. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

Rotor-Rooter Restoration is NOT a BBB Accredited Business.

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