ComplaintsforRoto-Rooter Plumbing and Water Cleanup

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 7-26-23 i call roto rooter because i had a backup toilet in my bathroom hallway and two bedrooms they sent out a mitigation teams. I was told ************************* that everything we take out the insurance would pay for they took up the toilet title vanity some hardwood and carpet in the bedrooms and cut cut some of the drywall.they destored the vanity and carpet now the insurance don't want to pay for it.also ****** told that they needed a deductable payment he called my insurance agency and they told him $500 they reported it to my insurance agency that it was a down payment the total bill was $5606.33 but they should have reported $5606.33 to the insurance company but since they had my $500 deductable they only reported $5106.33

  

  Business response

  08/24/2023

  As you will see from the attachments, 1. **************** was totally aware he IS responsible for any items the insurance does not take care of.  Not only did he sign but he and **************** initialed that paragraph 4 insurance coverage section that clearly states that he is responsible for any thing the insurance does not cover. 2. The invoice clearly shows the total amount of the job is $5606.33 on the invoice that **************** signed and confirmed was correct. 3. you will find copies of 2 checks in the attachments, one from **************** for $500 for HIS deductible (WHICH HE IS SOLELY RESPONSIBLE FOR)  and one from the insurance company Allstate for $5106.33.  When you add the 2 checks together you get the amount of $5606.33 which is represented on page one of the invoice and is the amount of the total job we performed in the water restoration and mitigation department.   4. you will also see **************** agreeing to and signing that he was completely satisfied with the work we performed and how his home and contents were left.  IF there were issues with cabinets or any other items when we finished, **************** would not have signed that he was COMPLETELY SATISFIED. 

  I'm confused on why **************** believes he is *********** any money as a refund as this project has been completely paid and satisfied with his deductible and the amount the insurance paid.   This account has a zero balance.  

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

  President

  Customer response

  08/29/2023

  roto rooter should have file the whole **** to my insurance and if it was a deductible why they reported it to the insurance company as a down payment I don't know who they called but the $500 is not the correct deductible. The check I paid roto-rooter with in the for to section had for deductible but they still reported it to the insurance company as a down payment. Now I still got to paid another deductible when the repair work is done. All they had to do was tell the insurance company it was a deductible instead of a down payment.

  Customer response

  08/29/2023

   
  Complaint: 20506067
  
  I am rejecting this response because: they didn't tell the insurance company that it was a deductible but a down payment but that wasn't the ****** deductible so I don't know who they called to the information I did not tell them to call the insurance company about the deductible. If they had billed the insurance the whole **** they would have paid them but now I am out of extra $500. So something don't add up
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A pipe burst in my attic December 25,2022 and flooded much of my home. ROTO-ROOTER agreed to remove all wet materials and spray antimicrobial. They removed wet flooring but did not spray antimicrobial or remove wet walls. I am still living in one room because workers are just now rebuilding after I spent ******** to remove mold from my home which shouldn't have spread if antimicrobial were sprayed. They were negligent and admitted it was their fault. They said they would remove mold but they did not.

  

  Business response

  04/26/2023

  Roto-Rooter was contacted by ************** on 12/28/2022 at 3:47pm.  She stated on a recorded line that floors, ceiling, walls, were wet due to a pipe bust in the attic.  We arrived and explained that we could mitigate the water, removed the affected materials, spray antimicrobial,install drying equipment to facilitate drying. ************** agreed that she would like for us to do that for her so the drying process could begin.  She signed a series of agreements with us and gave us work authorization to being. You will see this information on the signed invoice that is attached to this response.
  
  On 1/9/23 we completed our portion of the water mitigation.  ************** signed on that day that she "acknowledges that Roto-Rooter performed "WATER EXTRACTION SERVICES" as necessary and removed damaged property from the premises.  You will find her initials and signed name on the invoice that is attached to this response.
  
  ************** also signed a separate form: CERTIFICATE OF SATISFACTION on 1/9/22.  She signed stating.."I ACKNOWLEDGE THAT WATER EXTRACTION AND STRUCTURAL DRYING SERVICES PROVIDED BY ROTO-ROOTER HAVE BEEN COMPLETED TO MY SATISFACTION..."  in addition she signed that "she certified that Roto-Rooter has furnished all labor and materials for THE SERVICES AS SPECIFIED IN THE WORK ORDER/INVOICE."  The work order/invoice clearly stats that we would remove affected materials, spray antimicrobials, install drying equipment to facilitate drying.  You will find this signed document attached to this response. 
  
  ***************************** signed on 12/9/22 and initialed the WATER MITIGATION AGREEMENT FORM, which states our limitations to our responsibilities,which includes and states " WE ARE NOT OBLIGATED TO PERFORM MOLD REMEDIATION UNLESS WE SPECIFICALLY AGREE OTHERWISE IN A SIGNED INVOICE/WORK ORDER.  WE DO NOT WARRANT THAT ALL MOLD AND MILDEW WILL BE REMOVED OR DISTROYED OR WILL EVER RECUR.  You will notice that NOWHERE in or work order or invoice do we ever state that we are removing mold.  Our scope of work was clearly stated as we removed the wet affected materials, we extracted water, sprayed antimicrobial,placed drying equipment to aid in the drying process.  ************** signed these form that also includes a release of indemnify ** and hold ** harmless.  You will find this form attached to this response.
  
  Also you will find our detailed printed exactimate estimate of what we performed.  This is what the insurance company uses to verify the work we performed and this is what they use to pay the customer and in return pay ** for the work done as specified in our work order/invoice.  ********************* also sends out an adjuster to verify that the work has been performed to the industry standards.  As you will see from this detailed 5 pages of worked performed and that the insurance company agrees that this work was done to their satisfaction, in so much that they sent ************** a check for the amount of the charges and ************** stated by signed name that we performed the work in accordance to what is described.  You will also notice that nowhere did we remove or address any mold issues that she may have.  The reason is because that was not our scope of work for this project.  In addition,Travelers insurance which is Ms. ****** insurance company only provides for her a $5000 mold coverage.  At the time of the work ************** was contacting other companies to perform the put back of her contents and to provide any mold removal as protocoled by *********************************.  
  
  As you see all the work we described that we would do was done.  it was verified by the insurance company that paid ************** the check for our services. ************** received a check from her insurance company because of the work we performed, not only was **************************** in agreeance with our performed work as they are the ones who paid for our service, but ************** also stated by her signature of her complete satisfaction and the work performed is what was described to her that we would do.
  
  *******************

  

  Business response

  04/26/2023

  Roto-Rooter was contacted by ************** on 12/28/2022 at 3:47pm.  She stated on a recorded line that floors, ceiling, walls, were wet due to a pipe bust in the attic.  We arrived and explained that we could mitigate the water, removed the affected materials, spray antimicrobial,install drying equipment to facilitate drying. ************** agreed that she would like for us to do that for her so the drying process could begin.  She signed a series of agreements with us and gave us work authorization to being. You will see this information on the signed invoice that is attached to this response.
  
  On 1/9/23 we completed our portion of the water mitigation.  ************** signed on that day that she "acknowledges that Roto-Rooter performed "WATER EXTRACTION SERVICES" as necessary and removed damaged property from the premises.  You will find her initials and signed name on the invoice that is attached to this response.
  
  ************** also signed a separate form: CERTIFICATE OF SATISFACTION on 1/9/22.  She signed stating.."I ACKNOWLEDGE THAT WATER EXTRACTION AND STRUCTURAL DRYING SERVICES PROVIDED BY ROTO-ROOTER HAVE BEEN COMPLETED TO MY SATISFACTION..."  in addition she signed that "she certified that Roto-Rooter has furnished all labor and materials for THE SERVICES AS SPECIFIED IN THE WORK ORDER/INVOICE."  The work order/invoice clearly stats that we would remove affected materials, spray antimicrobials, install drying equipment to facilitate drying.  You will find this signed document attached to this response. 
  
  ***************************** signed on 12/9/22 and initialed the WATER MITIGATION AGREEMENT FORM, which states our limitations to our responsibilities,which includes and states " WE ARE NOT OBLIGATED TO PERFORM MOLD REMEDIATION UNLESS WE SPECIFICALLY AGREE OTHERWISE IN A SIGNED INVOICE/WORK ORDER.  WE DO NOT WARRANT THAT ALL MOLD AND MILDEW WILL BE REMOVED OR DISTROYED OR WILL EVER RECUR.  You will notice that NOWHERE in or work order or invoice do we ever state that we are removing mold.  Our scope of work was clearly stated as we removed the wet affected materials, we extracted water, sprayed antimicrobial,placed drying equipment to aid in the drying process.  ************** signed these form that also includes a release of indemnify ** and hold ** harmless.  You will find this form attached to this response.
  
  Also you will find our detailed printed exactimate estimate of what we performed.  This is what the insurance company uses to verify the work we performed and this is what they use to pay the customer and in return pay ** for the work done as specified in our work order/invoice.  ********************* also sends out an adjuster to verify that the work has been performed to the industry standards.  As you will see from this detailed 5 pages of worked performed and that the insurance company agrees that this work was done to their satisfaction, in so much that they sent ************** a check for the amount of the charges and ************** stated by signed name that we performed the work in accordance to what is described.  You will also notice that nowhere did we remove or address any mold issues that she may have.  The reason is because that was not our scope of work for this project.  In addition,Travelers insurance which is Ms. ****** insurance company only provides for her a $5000 mold coverage.  At the time of the work ************** was contacting other companies to perform the put back of her contents and to provide any mold removal as protocoled by *********************************.  
  
  As you see all the work we described that we would do was done.  it was verified by the insurance company that paid ************** the check for our services. ************** received a check from her insurance company because of the work we performed, not only was **************************** in agreeance with our performed work as they are the ones who paid for our service, but ************** also stated by her signature of her complete satisfaction and the work performed is what was described to her that we would do.
  
  *******************

  

  Business response

  04/27/2023

    Date Sent: 4/26/2023 1:32:12 PM
  Roto-Rooter was contacted by ************** on 12/28/2022 at 3:47pm.  She stated on a recorded line that floors, ceiling, walls, were wet due to a pipe bust in the attic.  We arrived and explained that we could mitigate the water, removed the affected materials, spray antimicrobial, install drying equipment to facilitate drying.  ************** agreed that she would like for us to do that for her so the drying process could begin.  She signed a series of agreements with us and gave us work authorization to being. You will see this information on the signed invoice that is attached to this response.
  
  On 1/9/23 we completed our portion of the water mitigation.  ************** signed on that day that she "acknowledges that Roto-Rooter performed "WATER EXTRACTION SERVICES" as necessary and removed damaged property from the premises.  You will find her initials and signed name on the invoice that is attached to this response.
  
  ************** also signed a separate form: CERTIFICATE OF SATISFACTION on 1/9/22.  She signed stating.."I ACKNOWLEDGE THAT WATER EXTRACTION AND STRUCTURAL DRYING SERVICES PROVIDED BY ROTO-ROOTER HAVE BEEN COMPLETED TO MY SATISFACTION..."  in addition she signed that "she certified that Roto-Rooter has furnished all labor and materials for THE SERVICES AS SPECIFIED IN THE WORK ORDER/INVOICE."  The work order/invoice clearly stats that we would remove affected materials, spray antimicrobials, install drying equipment to facilitate drying.  You will find this signed document attached to this response. 
  
  ***************************** signed on 12/9/22 and initialed the WATER MITIGATION AGREEMENT FORM, which states our limitations to our responsibilities, which includes and states " WE ARE NOT OBLIGATED TO PERFORM MOLD REMEDIATION UNLESS WE SPECIFICALLY AGREE OTHERWISE IN A SIGNED INVOICE/WORK ORDER.  WE DO NOT WARRANT THAT ALL MOLD AND MILDEW WILL BE REMOVED OR DISTROYED OR WILL EVER RECUR.  You will notice that NOWHERE in or work order or invoice do we ever state that we are removing mold.  Our scope of work was clearly stated as we removed the wet affected materials, we extracted water, sprayed antimicrobial, placed drying equipment to aid in the drying process.  ************** signed these form that also includes a release of indemnify ** and hold ** harmless.  You will find this form attached to this response.
  
  Also you will find our detailed printed exactimate estimate of what we performed.  This is what the insurance company uses to verify the work we performed and this is what they use to pay the customer and in return pay ** for the work done as specified in our work order/invoice.  ********************* also sends out an adjuster to verify that the work has been performed to the industry standards.  As you will see from this detailed 5 pages of worked performed and that the insurance company agrees that this work was done to their satisfaction, in so much that they sent ************** a check for the amount of the charges and ************** stated by signed name that we performed the work in accordance to what is described.  You will also notice that nowhere did we remove or address any mold issues that she may have.  The reason is because that was not our scope of work for this project.  In addition, ******************* which is Ms. ****** insurance company only provides for her a $5000 mold coverage.  At the time of the work ************** was contacting other companies to perform the put back of her contents and to provide any mold removal as protocoled by *********************************.  
  
  As you see all the work we described that we would do was done.  it was verified by the insurance company that paid ************** the check for our services. ************** received a check from her insurance company because of the work we performed, not only was **************************** in agreeance with our performed work as they are the ones who paid for our service, but ************** also stated by her signature of her complete satisfaction and the work performed is what was described to her that we would do.
  
  *******************

  Customer response

  04/28/2023

   
  Complaint: 19974695
  
  I am rejecting this response because:The agreement by Roto Rooter stated they would use antimicrobial but they did not.***** even stated that" This is on us" when they came in to see the mold.I signed assuming they had done the work they promised. I had no way of knowing they werent going to complete the job.They promised to remove all wet materials and use microbial  but they did not. If they had removed wet drywall and used microbial the problem would not have occurred . I realize this is not a company that will stand by its work. I just don't want another person to end up with a ********* bill due to their negligence. They know they were deficit.  They even expressed it was their fault. I want the Better Business Bureau to really consider whether this company is one they want to support because they certainly don't stand by their work. I hope this will save another unsuspecting customer from my experience. 
  
  Sincerely,
  
  *************************

  

  Business response

  05/03/2023

  The claim that we did not use antimicrobial spray is ludicrous.  The claim that we would remove mold is absurd as well.  I have sent in the scope of work in detail describing what work was performed and what was not.  ********************* that paid Ms. ****** claim  agreed we did the work as described on the exactamate estimate invoice as well.  So obviously our word that we sprayed the antimicrobial spray as we claimed and the insurance company paid for is not enough for **************, so, maybe pictures of Roto-Rooter spraying antimicrobial spay in Ms. ********************* home will serve as proof that we do what we say we are going to do and we perform work in accordance to the industry standards that we are held by.   As you will see by the file that is attached to this rebuttal, 11 pictures of antimicrobial spray being sprayed over a 2 day period of time in Ms. ****** home.   Each one is time stamped and coordinates to our company GPS system that proves Roto-Rooter was present at her address.  in addition many of the pictures show the contents of Ms. ****** home which completely confirms that we did indeed spray antimicrobial spray in her home in the areas affected by the water, that the insurance company adjuster agreed to and paid ************** for.    Obviously we performed the work and have plenty of proof to show that this claim is frivolous and has no merit. 5/3/2023 Thank you.
  *******************

  

  Business response

  05/04/2023

  still attempting to send files

  ****

  

  Business response

  05/04/2023

  more pics of antimicrobe spay being performed in ms greens home

  Customer response

  05/24/2023

  I dont see where Roto Rooter explained why they did not remove wet wallboard whi h was what they agreed to do.. If the wet material had been removed I wouldn't have had thousands of dollars of mitigation to remove mold.. Roto Rooter did not complete their contract.

  

  Business response

  05/30/2023

  This case was closed by the BBB on 5/15/2023 7:44:02 PM.  Obviously every issue and complaint has been addressed.   

  Customer response

  06/06/2023

  On June 2,   reconstruction on my house due to flooding on Dec. 25,2022 was finished. I was reviewing the BBB complaint I filed so I could close this part of my life. I was reviewing the photos sent by Roto Rooter to prove that anti- microbial was sprayed in my house. The photos dated Jan.6,2023 are not of my house. There are 3 pictures showing a man spraying that did not occur in my house.

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid the local Roto Rooter company for a whole house replumbing in Sep 22. Paid ****k for the service. While they were here we asked if they insulated the lines as this was a result of our 3rd leak. They said yes. Yesterday we had the lowest temperatures in ******* 5 with a windchill below 0. We woke up to frozen water lines. When my husband went into the attic to check the lines we found that they did not insulate all of the lines they installed. We took pictures of the poor work they left undone. They insulated a couple of lines that we would obviously see but left approximately 75% of the lines uncovered. Not one faucet or toilet worked because of the frozen lines. They finally responded on 4 Jan indicating that they have been busy and the staff member forgot to complete the insulation and they would come out and insulate the lines. I informed them that since they did not come out or return my calls, we fixed it ourselves. I asked for cost of gallons of water we purchased, insulation purchased, and inconvenience experienced as we had guests/family visiting. To date I have not received a reply. I filled a complaint to their HQ and was referred to their contractor complaints as the ********** office are contractors. Via email she advised me to send the receipts to **************. I sent them via text to the phone number from which they called me. I tried to email ************** the ********** POC, but he has blocked my emails. They don't do quality work.

  

  Business response

  02/02/2023

  As of this date I have not received the receipts that I had requested to see.  Clearly my corporate office instructed this customer to email those to me and provided my email address, however this customer states she text them to my cell phone, she says "the one i contracted her on."   I have never contacted this customer vis my cell phone nor would I.  I have no idea why when instructed to send via email and that address provided she would attempt to sent in another fashion.  Obviously she doesn't want a solution she only want to complain. The pipes in question were actually vent pipes and actually had noting to do with pipes freezing.  We do not wrap vent pipes as they only carry air flow.  The tempts did reach 5 degree and the whole city experienced a major freeze and pipes froze and burst all over the city.  I cant be held responsible for this customers lack of prep  or not allowing ALL of their faucets to run with a steady stream. This customer not only agreed to the work performed and the price, but also signed and stated she was 100% completely satisfied with the quality of work and work  that was performed. 

  I told *** in my corporate office for this customer to send me those receipts and let me see what see was speaking of.  In doing so this customer then responds back (to the ones working to help her) with statements of getting her taking us to small claims court.  At this point our hands were tied and as the one who was communicating with stated in the following email...".I have not and do not plan on responding to this last email of hers"  Obviously  as you will see from the email trail we have attempted to work with this customer not only from the local level but even from our corporate level, she has made it impossible to work to a solution for her.  We have attempted to show good faith and shown good customer service to this customer.   As you will see from the emails one of my generals reached out to her and she stated "we don't need or want your service"  she even alludes to this in the email to *** and she says..."As he indicated that I said their services were no longer needed,"    

  *******here is a copy of the email trail between this customer and *** in my corporate office.**********

   

   FYI response from ********************* below. I have not and do not plan on responding to this last email of hers. Thank you!
  
  *************************
  Senior Contractor Administrator
  Roto-Rooter ****************
  office **************
  cell **************
  **********************************
  
  
  
  From: ********************* <*******************>
  Sent: Monday, January 23, 2023 8:05 PM
  To: ************************* <**********************************>
  Subject: Re: FW: Very Unsatisfied.
  
  
  Yes, I can.  However, I do not have receipts for the emotional distress on my family (I had family home for Christmas), as a result of their negligence in insulating the pipes and we had to go almost 72 hours without running water.  I guess we'll have to settle the inconvenience and distress in small claims court.
  
  I will text the receipts to his phone.
  
  Thank you.
  
  On Mon, Jan 23, 2023, 11:47 AM ************************* <**********************************>wrote:
  Hi *****,
  
  I provided the update you sent me earlier today to the ****************** In order to entertain a refund of any amount, ******************* has requested you email the receipts for him to review. At that time h*** look into the issue to see if a refund of any amount is warranted. Can you please email a copy of the receipts to **********************
  
  *************************
  Senior Contractor Administrator
  Roto-Rooter ****************
  **********************************
  
  
  
  From: ********************* <*******************>
  Sent: Monday, January 23, 2023 11:42 AM
  To: ************************* <**********************************>
  Cc: ********************* <***************************>
  Subject: Re: FW: Very Unsatisfied.
  
  
  I informed him that we had already installed the insulation.  I also informed him that we wanted reimbursement for the cost of the insulation, 30 gallons of water our inconveinence is purchased due to their failure to properly insulate the lines.  Therefore he is not telling you acomplete story.  I advised him of such in writing via text message to the same number he used contacted me from.  As he indicated that I said their services were no longer needed, he should have advised you of the rest of my message.
  
  Therefore,he has shown himself to be untrustworthy as he does not tell the truth. Did he informed. You that I sent the request to him twice with no response.  
  
  When customers pay 14k+ for a job, we expect it to be done correctly.  They did not!
  
  On Mon, Jan 23, 2023, 7:46 AM ************************* <**********************************>wrote:

  Good morning,
  The location who serviced you is an independent contractor of Roto-Rooter. The general manager, *******************, and his team are responsible for handling customer service issues. We passed your email to their location when we first received it and asked that they handle. They responded to us stating ************************* reached out to you to discuss and you informed him their services were no longer needed. Should you wish to discuss this further or need anything else,please reach out to their office directly at ************.
  Kind Regards,
  *************************
  Senior Contractor Administrator
  Roto-Rooter ****************
  **********************************  

*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. ↩