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

  2125 Montana Ave Cincinnati, OH 45211-2741

• 

  Roto-Rooter Plumbing & Water Cleanup

  6356A Corley Rd Norcross, GA 30071

  
• 

  Roto-Rooter Plumbing & Water Cleanup

  12034 Exit 5 Pkwy Fishers, IN 46037

  
• 

  Roto-Rooter Plumbing & Water Cleanup

  18544 US Highway 19 N Clearwater, FL 33764

• 

  Roto-Rooter Plumbing & Water Cleanup

  3 Alan B Shepard Jr Pl Ste A Yonkers, NY 10705

  

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:09/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On 7/3 we noticed our floor drain in our basement had overflowed slightly and called Roto Rooter. We had a technician come to our house the next day and confirmed he cleaned out the drain and confirmed we shouldn't expect any further issues, total cost was a few hundred dollars. Soon after the same floor drain had a major overflow that required us to tear down our basement due to health issues/safety. We needed Roto Rooter to mitigate and clean everything while tearing down the walls. In doing so they provided an estimate for the work of $3,400 - $5,400, which we agreed to. Roto Rooter returned with a specialist who confirmed the drain was not cleared properly prior, but cleared it himself and confirmed no further issue would occur. As we were about to start construction to rebuild our basement the drain overflowed for a third time. Roto Rooter sent another specialist with a camera who said we needed to get new pipes. They also sent mitigation out again to clean everything and confirmed for us we would not pay anything for the cleaning.
  
  We were pretty upset it took 3 times for Roto Rooter to get this right, specifically because they confirmed on the phone that they should have sent a camera the first time. We now have to pay $2,500 deductible to fix our basement, besides for our time, which we would never have needed if they acted properly the first time. We also received a bill for the first cleaning at over $7,600, significantly over their estimate. They also then charged us for the final cleaning which they agreed we wouldn't pay for. We talked to a supervisor (Bill) who told us to not pay anything until we come to an agreement for the $2,500 deductible, to reduce the original bill, and remove the final mitigation charges. We've received numerous bills and have called many times without a single response and just keep getting billed for this. We need Roto Rooter to contact us for a resolution that compensates us for the deductible and reduced/removed charges.

  Business Response

  Date: 09/06/2022

  The project manager who went to the home on the 2nd visit was told by the customer to add the secondary charges to the original claim the insurance adjuster. I am waiting for confirmation from the adjuster to clarify. We cabled a branch line on the first visit and the main line the second time. We ran a camera through the line showing significant scaling in the cast iron pipes. These were two different branches of the same.  

  Customer Answer

  Date: 09/07/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  There is unfortunately a lot of information missing from their response. When the first technician came, he determined the cause of the issue was a blockage in the piping and confirmed he fully cleared it and there was nothing else wrong with our pipes (we asked this numerous times). We specifically asked if there was any damage or if possible flooding could occur which he confirmed would not happen. At this point in time there was no major water damage to our basement. After this, there was a major overflow from this same drain which caused irreparable damage to our basement. A second technician came and said the issue was also blockage in the pipes (that he said the first technician missed) and confirmed again that this was the only issue and nothing else was wrong with the pipes. He also confirmed that our pipes were fine and that we shouldn't expect any damage or future flooding, which proceeded to occur again for a third time. Only the third technician (after another flood in our basement) determined the issue was from damaged pipes. When we called the project manager (Bill) he admitted that they were supposed to run the proper camera the first time or even second time and Roto Rooter was at fault for that. If the issue was caught the first time we would not have needed to tear down our basement, which costs over $40,000 (requiring out of pocket costs on our end since it is not all covered by insurance) on top of all the hours spent dealing with this. This is a significant cost to us in both time and money that we are looking for compensation.

  Additionally, there are additional issues that have not been addressed in the business response. We have been trying to get in touch with the business over the phone and via email and have yet to hear back from anyone. The issues are as follows:

  1) Roto Rooter's mishandling of our pipes noted above

  2) When the last water mitigation team came, they informed us we would not receive any bill, which we now have in excess of $3,000.

  3) The estimate for the original work was between $3,400 - $5,400, but the actual amount was over 40% higher than even the highest estimate. It is ridiculous to be 40% - 64% over an estimate, which makes me question why the original estimate was so low to start.

  We have been trying to get in touch with the company in the hopes we could resolve this before needing to go to the BBB, but have yet to receive any reply despite continuous attempts to make contact.

  
  
  Regards,
  
  
  
  ****** ******
  
  

  Business Response

  Date: 09/12/2022

  Spoke to the customer who is waiting on a decision from us. I told her I would call her back once I had a solution and spoke with all the involved parties.

  Customer Answer

  Date: 09/14/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Spoke with Chris who informed us we'd receive a call back yesterday (9/13), but have yet to receive a call. Additionally, we were informed earlier that the disputed invoice will be sent to credit, which will impact our credit score. Roto Rooter has been dragging their feet for weeks on this and it should not take this long to hear back from the business.
  
  
  Regards,
  
  
  
  ****** ******
  
  

  Business Response

  Date: 09/15/2022

  The first line that was cabled was a branch line. The 2nd was the main line. The back up would present as the same but they are separate lines. We do not run a camera through every line. If a customer requests, we do this. We have a charge for this but waived the fee when the 3rd tech was on site. The camera inspection showed scaling of the cast iron. The scale build up can cause paper to build up at these areas causing a back up. Our water restoration project manner said he was told by the customer that the insurance adjuster said to add additional costs to the same claim number. We have reached out to the adjuster and his supervisor with no response for over a week. When we hear from them, we should be able to give some resolution. 

  Customer Answer

  Date: 09/21/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Resolution offered was not satisfactory. We have responded via email and are waiting for business reply to our ongoing issue.

  
  
  Regards,
  
  
  
  ****** ******
  
  

  Customer Answer

  Date: 09/21/2022

  Roto Rooter has not offered meaningful compensation for the costs incurred due to their lack of following procedure or handling our issue appropriately. Their offer consisted of not charging us what they were not supposed to charge us initially.

  Business Response

  Date: 09/23/2022

  I first off would like to apologize for the long drawn out timeframe it took to get to the bottom of this.
  
  After speaking with all parties involved I am able to resolve the account for $9,772.28.
  
  This amount is what the insurance company has agreed to pay out for both claims as they were a result of two separate blockages according to the adjuster.
  
  Roto Rooters total mitigation chargers were $10,985.95 for both separate backups, the $9,772.28 will be applied to the charges.
  
  Roto Rooter will cover the $1,213.67 for the difference between what the insurance company covered and the amount of the total invoice.
  
  The amounts above do not reflect any deductible that you may have as the insurance company advised that that is with held from the build back portion of your claim.
  
  As this claim has been paid to you directly you will be responsible for making this payment to Roto Rooter via check, credit card, debit card or cashier’s check.

  Customer Answer

  Date: 10/02/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  The amount Roto Rooter has offered as a resolution is the amount we are in disagreement on. The difference between what Roto Rooter charged and what our insurance is covering is solely from the final mitigation, which Roto Rooter originally said we would not have to pay. For ease of reference, our total expectation would be to pay $7,272.28 + any compensation for the second note below. If we are in alignment we will pay that amount in full immediately.

  We are looking to be compensated for the following:
  
  
  1. $2,500 for the deductible we had to pay out of pocket. Had the oversight not occurred, our entire basement would not have had to be remodeled. 
  
  
  2. Compensation for the amount of time, effort, and frustration we have spent trying to resolve this issue with Roto Rooter. We have been trying to contact and connect with Roto Rooter since August. Why hasn't anyone called us back until payment was due? Billing is eager and willing to connect with us - but no one from the Customer Service or Restoration teams. 
  
  
  All in all, what we'd like is $2,500 off our bill (~$9,700 not including portions insurance did not cover and should never have been charged to us) + compensation for the time, energy, and frustration of dealing with this. We trust Roto Rooter will find a reasonable amount to compensate for the latter.

  
  Regards,
  
  
  
  ****** ******
  
  

  Business Response

  Date: 10/03/2022

  ******,
  
  Thanks for your patience during this process.
  I presented your request to management and what I am able to
  offer is a $1500.00 customer satisfaction discount.
  So to sum up I am able to take $1500.00 off the mitigation
  losses, $10,985.95 - $1,500.00 for a total of $9485.95.
  This amount is the final amount that I am able to offer and
  will not be able to reduce any further.
  The insurance company agreed that this was two separate
  lines that were to be covered under one claim number.
  As this claim has been paid to you directly by your
  insurance company, you will be responsible for making this payment to Roto
  Rooter via check, credit card, debit card or cashier’s check.
  We expect payment in full by 10-21 or we will unfortunately
  have to turn it over to a collections agency.
  
  

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 requested service to fix a venting issue with my hot water tank as well as a leaking pipe on the floor of my basement. The company sent out a plumber on 08/23/22 who claimed to perform the following : Properly reconnect vent pipe to upper apartment water heater / Reconnected gas line and tested for leaks/relight water heater. The work performed was not what was requested but I was told by the plumber was what was needed to be done, and after performing the work assured me that my water heater was functioning correctly. The following ( 08/24/22 ) day my carbon monoxide detector alarm went off and ******** **** was called out. They disconnected the gas to the water heater due to the same reason for the initial service call (hot water heater not venting). I contacted Roto Rooter and they arranged for a plumber to come back out the following day to fix the situation. Two plumbers came out on 08/25/22 and informed me that they could not fix the issue and recommended a chimney company come and fix the issue. I paid them $282.75 to fix this problem and had to pay a different plumber to fix the job correctly. After contacting them and explaining the situation I was told that they would not be able to refund the payment because the work was already performed. The work they performed was done incorrectly and even though I was assured it was safe to use my hot water heater the fact is that it was not and put my family and property in jeopardy. The customer service rep asked me "why did you agree to have the plumber do the work then?". I agreed to have the plumber do the work because he told me that is what was needed to fix the issue and although he did the work it was not done correctly and the plumber even agreed after the second visit there is nothing he could do to fix the situation. The plumber was already at my location on a service call for the other job with the leaking pipe which was billed separately to the tune of $668.82. This was a very bad way to do business.

  Business Response

  Date: 09/01/2022

  Roto Rooter responded to a call to assess improperly vented hot water tank and to also assess leaking water in basement. Plumber found hot water tank to be improperly vented and disconnected. He proceeded to properly vent tank and reconnect gas line. The following visit was to properly assess water leaking which was determined to be from an upper floor toilet which needed repair and was performed by both original plumber and branch Master Plumber. At visit team further determined that further issue with carbon monoxide was related to issues with Furnace airflow, at that time our Master plumber informed customer that there was nothing more we could do as that roto rooter does not service furnaces and suggested customer contact the appropriate type of service company 

  Customer Answer

  Date: 09/02/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* ******

   

  The businesses response in not accurate. The plumber claims to have fixed and properly vented the hot water tank as well as reconnect the gas but as the receipt I had uploaded in my initial complaint shows ******** **** had to disconnect the gas following the work they did due to the issue not being resolved correctly. The following visit was to come reinspect why ******** **** shut off the gas a second time after they claimed to complete the work. The second visit had nothing to do with the leaking pipe as they are claiming. In addition to the hot water heater venting issue not being fixed correctly the water leaking from the basement also continued and I requested to have them come back to fix that but they refused claiming the work they did was fixing a pipe from above and unless that pipe was leaking they would not come back out for that specific issue. Although i disagreed seeing I explained the water was coming from a pipe in the floor I ultimately decided not to file a complaint with this issue seeing I did agree for the work on the above pipe and that work did not show any issues. Fixing the pipe was only agreed on because their professional told me that was the cause of the leaking water which also turned out to be incorrect. I had to have another company come out and snake the line which is what I told the original plumber needed to happen but he convinced me on unnecessary work which did not fix this problem. Again, even thought I was told incorrect information,  I am not arguing the work on the leaking pipe and the fact that they are claiming the follow up visit had anything to do with the leaking pipe in incorrect. The proof is in the receipt I had uploaded from the gas company showing after they had claimed to correct the water heating venting issue it was not completed correctly.  
  

  
  Roto Rooter responded to a call to assess improperly vented hot
  water tank and to also assess leaking water in basement. Plumber found
  hot water tank to be improperly vented and disconnected. He proceeded to
  properly vent tank and reconnect gas line. The following visit was to
  properly assess water leaking which was determined to be from an upper
  floor toilet which needed repair and was performed by both original
  plumber and branch Master Plumber. At visit team further determined that
  further issue with carbon monoxide was related to issues with Furnace
  airflow, at that time our Master plumber informed customer that there
  was nothing more we could do as that roto rooter does not service
  furnaces and suggested customer contact the appropriate type of service
  company
  

  Business Response

  Date: 09/08/2022

  Roto rooter diagnosed the issues with the venting of the hot water tank and properly repaired the issue and also informed the customer of an issue with their furnace.  The leaking pipe also needed to be repaired and agreed to by the customer prior to the work being performed.  We will not be able to issue a refund since the work was needed and completed according to industry standards and verified by the master plumber.

  Business Response

  Date: 09/12/2022

  We did the correct work and fixed the issue with the venting of the hot water tank that needed to be done.  The only reason the issue with the furnace was discovered was due to us properly venting the hot water tank which exposed the additional problem with the furnace.

  Customer Answer

  Date: 09/12/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* ******
  

   

  The service call was to fix a venting issue in which ******** **** shut off service to the water heater due to improper venting. After claiming to fix the issue my CO2 detector went off and ******** **** returned to disconnect service and write a report stating it was still not venting correctly. Nothing was done except putting the vent tubes back in place which were already removed and in place. They required two screws at thee joints. It took the technician 5 minutes to complete this work which again did NOT fix the venting issue whatsoever. The technician should not have claimed it was fixed or should have said they could not do anything. It wasn't until the next visit by two technicians I was informed that they thought it could be a chimney issue and there was nothing further they could or would do. Regardless if the issue was the furnace I trusted and paid your company to fix the issue correctly and the job simply was not done. Your claim that venting the water heater to discover the issue with the furnace makes no sense. I paid your professional to fix the entire issue not put a few screws back that I had already removed. If they reassembled the vents and there was still an issue with the furnace this job would still not be considered complete. If I placed a service call to reassemble vents to the water heaters I would be satisfied with the work but the call was to fix the venting issue. They should have just told me they tried to do it without success instead of claiming to have fixed the problem and put my family in danger. Now your company would rather try to save a service fee of $280 for incomplete work when the work that claimed to be was done was incorrect and recklessly. National Fuels report after the service call shows in black and white it was not fixed.    
  

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Here is a redacted email account of our complaint:
  "The gist of the problem was we had a cleanout of our sewer and video inspection and was told the line was clean "all the way to the manhole." Within three weeks, the problem happened again. Since the initial repair was under warranty, your crew returned quickly to address the problem, The crew hooked two machines together and cleared the clog again. The city worker who had come out before returned because he thought our line did not go directly into the manhole, but instead was the terminal for the line and started the main trunk line. after seeing the result of the video inspection, his crew came out and found that our line was completely clogged with dirt. We feel we should not have been charged for the second visit since our repair was still under warranty." Initial complaint was filed with Roto-Rooter on 4/25, followed by contact on 4/26, 5/3--when I was told a refund check would be issued--7/19, 7/30 and 8/13. I have full copies of all communication with the company and photos.

  Business Response

  Date: 09/01/2022

  The customer was issued a refund via check and stated that someone on his end may have cashed the check.

• Initial Complaint

  Date:08/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  May 22, 2022 I called Roto Rooter because heavy rains caused a flood in my basement, I spoke with him on the phone & he told Told me to order a Sump Pump from Amazon TU 24th **** came to inspect the situation. **** came on Tues with a crew without me knowing. **** gave a verbal estimate of $5500-$6000. Then I got it in an email. I was told by **** that it was going to take 4-5 hours. That was 11:30 - 12:00 pm. the crew guy texted me asking if the crew could come wed instead. I texted him back . They had to come to Tues cause My friend that was letting the guys in to do the work cause I was working has taken a day off to help me. The crew showed up @5pm & left at 6 Pm & said they would be back on Wed. Wed arrived at 12:30, left at 9:45pm, only the floor was done but walls & fireplace were not. Left 2 humidifiers & many fans there. FRi I call p/u equipment. I still had water standing.re It took them 1 1/2 wks to get here to pick up equipment. It took another wk. to get a 2nd crew in. I got a bill asking for $14,000. When the verbal & written estimate was $5,500-6,000 I am not paying the $14,000. I call & they don't get back to me or threaten me by saying they are going to turn it into their lawyer. I never said I would not pay, I asked for a proper amount. Never got an answer, I was told $5,500-6,000 , It didn't take 4-5 hours it took 3 weeks. My stuff sat in water, for 3 wks. & it was ruined. I had to keep calling did not get answers or people did not show up & it was like pulling teeth, They want to run my credit so I can make payments. I don't want to make payments I want the exact amount & I'll pay it which is what I was quoted.$5,500-$6,000.

  Business Response

  Date: 09/07/2022

  Have attempted to contact the customer on multiple occasions. The new total was $8500 and the customer was unwilling to pay that amount a month ago during conversations. 

  Business Response

  Date: 09/12/2022

  Rob C has communicated the price adjustment with the customer.

  Customer Answer

  Date: 09/13/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  **** *********

  *****t and I never came to agreement.

  I was told that this job would cost 5500 to 6000. It would take 4 to 5 hours. The first crew showed up on Tuesday stayed for an hour. They put humidifiers and fans down in my basement and left. They came back on Wednesday. They did not bring any water they thought they could use my outside spicket. I don't have an outside spicket. They tried to get water from my water tank with a hose. This is my question how can you clean without water? They left Wednesday night leaving all these humidifiers and fans. Thursday morning a girl showed up and said they needed to stay. When she was asked about the work not being done she said call a manager. On Friday I called cause the water from the flood was still there cause things was never moved. When I called about getting some here to get the humidifiers and fans. I was told there would be no managers in till Monday cause of the holiday. They would leave a message to let someone know. For 2 weeks I kept calling asking to have someone come out here. I kept getting ignored. Finally 2 weeks later the guy that was suppose to do the job. Shows up gets the fans. Have me sign for the equipment removed. Had a friend of mine sign for the finish work. After having me sign for the removal of the equipment he goes to his van. As he is getting in that is when he tells me he had a friend of mine sign off. Then he leaves. The following week Andrew comes out and it takes him 5 minutes to realize the job was not done. About 2 hours later he has the 2 ND crew ***** come out. This is my next question if the first crew did the job. How come it took 2 and a half hours to actually clean my basement? The Friday after Q takes the fans and humidifiers out of my basement is when I get a bill for 14,000. When I call billing the women tells me cause of all the transportation. When I got the bill there was no details. Just a bill that says 14000. A month later *****t calls me. The first person that actual talks to me. He sent me a copy of the bill. Tells me to look it over and get back to him. I started the first page. Then called *****t we started going over it. We got down to 8111.00. Then we decided to get back on Monday to go over the rest, because we only got over the first 2 pages. He sent me an email stating that he would find out what they could do cause he could see that alot of the work wasn't done by all the pictures the second crew took. Monday came i called twice the first I hung up. Then a few minutes later I called back again I got voice mail. I left a message asking him to call me. I didn't call on Tuesday, when I didn't hear from him I called back on Wednesday this was July 13 and left another message. Still no call back. A month later I get a call from *****t. He's about to go into a meeting with the corporate. He wants to get this matter taken care of so they don't take this to the lawyers. So we started talking. *****t again started saying that he whatever we decided he would still have to make sure that we could do it. So instead of spending all this time for nothing. We decided he would go to the meeting. Find out what he could do. *****t was suppose to call me back on Monday. Monday came and ***** calls me wanting to know if I got her email. *****t wanted me to fill out a credit app to make payments. I told ***** once I find out how much the bill is then I'll make the decision. ***** says she would have to *****t. That's when I finally decided I was done. That's when I called BBB. 

• Initial Complaint

  Date:08/29/2022

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Roto Rooter over charged $829.06 for back up water category 3. As customer did not receive indication of price difference invoice from Roto Rooter. The discrepancy Bill from Roto Rooter was $5.218.88 and ******* Insurance Claim check was $4388.82. Did not receive any information from Roto Rooter of price difference of $829.06 over charged. Roto Rooter did not reach out to advise of discrepancy of bill. Only to be Threatened of Bill to Paid in Full. Error was with Roto Rooter and requesting refund of $829.06. Was not informed from Roto Rooter of incorrect bill of OVERCHARGED. Request from Roto Rooter with no resolve for Incorrect Bill and over charged of $829.06. Please refund.
  ******** ******* *** *** ****** *** *********** ** *****

  Business Response

  Date: 08/30/2022

   I called *** ******* and left a voice mail in regards to the mix up. I explained that there was a mix up and that the insurance company did speak with a representative and the changes were not put in before the invoice was sent. I told her we would be sending her a refund check for the amount she paid out of pocket, $829.06.  I left my number on the voice mail if she had any questions or concerns.
  

• Initial Complaint

  Date:08/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We paid to have the line from the house to the septic tank repaired in doing so they damaged the septic system to a point it must be replaced, now when I have water running into the line I can hear it in the void that the previously broken pipe caused and water from the replaced pipe doesn't drain into the septic tank
  They have made up some story about a 2nd septic tank which I get yelled at my my wife for if I try to talk to her about what is going on

  Business Response

  Date: 08/31/2022

  Re: ******** and ****** ********* complaint, and ********
  submittal of a BBB complaint
  
  Roto Rooter invoice #********
  
  
  We responded to this site due to a plugged mainline
  between the house and the septic tank. We identified a blockage and breaks in
  the septic mainline pipe, between the house and the septic tank inlet, the
  status of the remaining septic system (tank and drain field) was unknown at
  this time.
  
  Per ******** *********, our customer (******** wife), we
  proceeded with the recommended repairs to the septic mainline pipe between the
  house and the tank inlet. We found several breaks in the pipe, bellies and low
  points in the pipe, damages, etc. We contracted with **** ********* to replace
  this pipe via partial excavation, and then eventually pipe bursting, to replace
  the pipe. At a point during the repair, we indicated to the customer that the
  water levels were high in the septic tank, indicating an additional potential
  problem downstream of the tank, likely in the drain field. At this point the
  customer was made aware that they would need to contact a professional septic
  company to look for remedies to the drainage problems downstream of the tank.
  These problems in the drain field, downstream of the septic tank, were not
  related to the mainline pipe between the house and the tank, which we worked on
  and replaced.
  
  At no point during our repairs did we damage the tank or
  the drain field. The work we performed would not the root cause of needing to
  replace the septic system. The work we performed had nothing to do with the
  drain field, nor did it require altering the septic tank itself. Any drainage
  issues that the *********** may be experiencing at this point will be due to
  drainage problems in the drain field itself, which we did not work on or touch.
  **** ********* was made aware of the drain field issues and indicated she was
  satisfied with the work we performed between the house and the septic tank.

  Customer Answer

  Date: 09/21/2022

  What I find quite unbelievable is that the RR workers always had an excuse for showing up about 30 min before I had to leave for work, being a bus driver many people depend on my being there yet I was told many times they were going to show up early only to have them arrive 30 min before i had to leave.  Regardless of the contract they didn';t do top notch work like we paid for and left our system in much worse shape than they found it without discussing the problem that arose and chased off the septic people we were going to have help us with our drainfield, instead they used material and processes that no septic company will touch.

• Initial Complaint

  Date:08/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 had a plumbing leak and roto rooter gave plumbing quote of 1250 and I paid them fully accepting the quote. A water damage person came and told he needs to put fan here I asked around 3 times is there any cost to it but was mentioned as insurance company will cover fully but they did not let me know the full amount and made me sign a agreement which they didn’t share a copy to me or give hard copy. It states that if insurance don’t cover I have to pay and the estimated cost is 4000-7000 I was not verbally told or they didn’t make me read it . They said it’s acceptance agreement for fan and I signed the doc. Now the insurance company is saying only very less plumbing work and they approved only 2417 and now rest 2005 is on me to pay. This is kind of client cheating without sharing with them or telling them what we are signing and hiding the actual cost in some line in document. I didn’t call or request water damage and when they came with plumber they mentioned as I won’t be charged and it’s part of their job and will work with insurance directly I signed it .

  Business Response

  Date: 08/25/2022

  Talked to the customer. Made her aware that the insurance approved the cost of the job minus her deductible. The only amount left is her deductible. Explained our process and that she is responsible only for the deductible. Customer signed multiple documents stating the job. Offered to show her the documents that she signed showing the total amount and she refused to look at the documents. 

  Customer Answer

  Date: 08/30/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I requested only plumbing work for 1250$ and I have approved that quote only. I paid that full amount.

  I have never requested water damage work at my house.

  Team who did water damage work didn't give me a quote of 4500 work and didn't walk me through the agreement or verbally tell me as this is written in document .

  They didn't show me what is written in it by sharing a copy or print out.

  I was made to sign the agreement saying there is no cost to me and they do it as plumbing leak work part and will contact my insurance .

  They didn't ask me to check with insurance if I have water damage coverage or else I will be responsible for the full amount.

  I am not ready to pay anything from my pocket for a work that I didn't request for and was not told the quote which I didn't approve knowingly.

  After work they made me sign the agreement saying nothing to pay from me and I was not told what is the actual written in it. I saw that agreement 5 days before now only first time. 

   

  I can pay 2417.10$ which insurance company has approved once I receive it is the maximum I can do for this as I never wanted this work to be done this costly as water leak from shower was not that much here for 700-1000$ plumbing work they have charged me 4500 water damage fan which I would have not approved if I had known the quote. No-one said to me the quote.

  
  
  Regards,
  
  
  
  ***** ******
  
  

• Initial Complaint

  Date:08/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 am an 86 year old woman. I live in a condo on a concrete slab. On Friday August 12, 2022 I had my laundry room stationery tub overflow & I called Roto-Rooter. They said they could come out Saturday. **** arrived about 11am. I agreed to have him solve the blockage. He snaked & snaked. Couldn't find it. In the mid-afternoon he told me he would have to call in the Master Plumber Jason C******. ***** arrived and used a camera etc. in trying to diagnose the problem. He said the blockage was under my hot water tank. This would involve removing the tank, jackhammering the concrete floor, fixing the pipe, recementing the concrete and reinstalling the tank. I would be without hot water for 2-3 days. The total cost for this was $9,874.00. I was stunned. They wanted to start it Sunday morning. I said no, come on Monday morning. Sunday morning my son-in-law **** (who owns a building company), called and said to stop the work. I did. He had his plumber come. The plumber snaked under the stationery tub & cleared a blockage and again ran it, to make sure. He said it was cleared out. His snake showed no sign of mud that would be there if there was a pipe problem. I have had no problem since. I paid **** $546.00 for charge to fix it. I had agreed to that work. I feel that this was an attempt to get a large work job from an unsuspecting old woman. The blockage should have been cleared a few hours after **** was here. This company charged my credit card on Saturday. Before starting this job. On Monday the credit card notified me the amount was credited back.
  ***** ****** Roto-Rooter invoice #******** & *********** ***** * ****** ** **** ** ****###-###-####; Email ********************

  Business Response

  Date: 08/24/2022

  Excavation Sales Manager spoke with our customer and heard her concerns.  Manager also explained RR pricing and service model.  Issue is resolved.

  Customer Answer

  Date: 08/25/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ***** ******

  I received a call from Rotor Rooters regional office.  The man wanted to hear my side of the story.  I told it to him.  He said he would get back to me.  That's all that  he said.  

  ***** ******

  Business Response

  Date: 08/25/2022

  Customer contacted and issue resolved

  Customer Answer

  Date: 08/25/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,

  They do not address the issue that there was not a broken pipe.  They would have my 9K+. This was taking advantage of me. Did the Master Plumber really diagnose a sunken pipe?  Where did it go?  Own up to it Rotor Rooter.

  Customer Answer

  Date: 08/31/2022

  I have not had any communication from Roto Rooter except the first one when a representative from them called and asked me my version of the complaint.  He said her had to check into it on his end and would get back to me.  He did not get back to me and several days later, I had another email from you.  You said that Roto Rooter had informed you it had be resolved.  It has NOT been resolved.  I am sure that Roto Rooter would like to think it had been resolved.

  ***** ******

  Customer Answer

  Date: 09/01/2022

  I feel that you should reprimand Rotor Rooter in their try to do work that was not needed.  If another plumber can come to my house and snake out the pipe, what else can you think?  I would have lost 9K+ if I had not canceled.  All-Pro  Plumbing came here on Wednesday August 17th 2022 and my pipes are clear.  He was here less than an hour and snaked the pipe 2 times.  One to clear the blockage and one to make sure.  Rotor Rooter was here from 11am to after 6pm.  Something stinks in this.  I now wish I had asked for all my money back.  Money seems to talk more that my complaining about them.  Your reprimand would maybe save someone else experiencing the same thing I did.

  Business Response

  Date: 09/07/2022

  Customer was contacted and manager Dan M***** explained RR pricing, which was in line with published pricing for this market.   No further action is needed.  Closed.

  Customer Answer

  Date: 09/07/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ***** ******

   

  9-7-22  I think their pricing is way too high, but that is not what I am upset about.  They diagnosed a broken pipe under my water tank.  It involved jack hammering my floor etc.  Yet when I cancelled and another plumber came a few days later, he was able to snake the blockage out and no sign of a broken pipe.  No mud on his snake etc.  They were wrong to try and charge me over 9K when there was just a standard blockage that could have been snaked out.  ***** ******

• Initial Complaint

  Date:08/22/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  During the date 7/6/22 my plumbing clogged up just outside my house.
  Paid the service in full by check.
  But the service was not completed. Have tried multiple attempts to contact them but no response. Paid for a jet service that was included in the total price of the service but never got it done.

  Business Response

  Date: 08/23/2022

  Roto Rooter did travel to the customers home to perform the Jet service.  The customer has not outside water sillcock, which is not normal for a residential home.  Without access to water we were unable to "water jet" the line.  We normally will not travel that distance with a full tank of water for weight, and safety reasons.  We will come up with another solution to complete the jetting work and satisfy the customers expectations

  Customer Answer

  Date: 08/25/2022

  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. 
  
  
  
  Regards,
  
  
  
  ***** **** ###-###-####
  

• Initial Complaint

  Date:08/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  on nov 20 2014 we had sewer line replaced in that we have had a sink hole right next to my cleanout.we have called about the problem multiple times and the company kept telling us the ground was settling.we have added 17 bags of dirt and still have a sink hole. finally they sent a person with a camera to scope the line and told us they could not find anything and told us it was some kind of run off. we called back this year and talked to JAMES W****** from roto rooter explaining the sink hole was getting worse and wanted someone to come out to take a look at the hole.Since our contract with them states lifetime guarantee on parts and labor and mr. w****** said they only guarantee for 5 years and said he was to busy to check our contract . we paid $5649.00 for this job and have a signed contract and told me to do what i have to do to remedy this problem.

  Business Response

  Date: 08/22/2022

  We are reaching and will reply tomorrow, 8/23/22

  Customer Answer

  Date: 08/22/2022

  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. 
  
  
  
  Regards,
  
  
  
  ******* ********* i will be home after 3 pm and waiting for your call.
  

  Customer Answer

  Date: 08/24/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* *********

   

  Customer called BBB on 8/24/22 and stated no one from Roto Rooter has contacted them.

  Business Response

  Date: 08/24/2022

  Video inspection was performed on the sewer line on 3/30/22. No issues were found at that time. I advised the customer that soil degradation can be the result of multiple issues especially over an 8 year period, and that we would perform another video inspection to verify any issues with the sewer line. Customer declined an additional video inspection and insisted on having the pipe excavated without any knowledge of the exitance of sewer line issues

  Customer Answer

  Date: 08/25/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* *********    We have had no contact with roto rooter . they were out here in march of 2021 not 2022. On august the 5 my wife talked to James Wallace he said that he would not come out unless we payed $500 dollars for the camera. when they were here in 2021 they scoped the line from the clean out to the street but the problem is from where they connected it to the house. this is a lifetime warranty not just 8 years.
  

  Business Response

  Date: 08/26/2022

  Video inspection was performed on the sewer line on 3/30/22. No issues were found at that time. I advised the customer that soil degradation can be the result of multiple issues especially over an 8 year period, and that we would perform another video inspection to verify any issues with the sewer line. Customer declined an additional video inspection and insisted on having the pipe excavated without any knowledge of the exitance of sewer line issues....

  Customer Answer

  Date: 09/02/2022

  faxed all the paperwork to gail sherman yesterday 9-1 -2022