Complaints

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:08/14/2025

  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.

  Business: Rooter Ranger (plumbing)Service location: ******, ** Service date: August 12, 2025 Amount paid to Rooter Ranger: $350 Subsequent repair: Rite Way Heating, ****************** $356 (issue resolved next day)Summary of complaint:I hired Rooter Ranger for a clogged toilet under their $33/33-minute promo. The technician arrived ~2 hours later, did not attempt to resolve toilet-side, ran a snake from the roof, pushed a paid camera service, charged me $350, and told me I had serious root problems, pushing a repair around $3,000. The next day, Rite Way removed the toilet, cleared the line properly, showed me the live camera feed, and confirmed there were no main-line roots. Total was $356 and the problem was fully resolved.When I requested a refund, Rooter Ranger refused and insisted they did everything right. The second opinion and successful repair show the diagnosis and $3,000 recommendation were wrong. In my view, this was a deceptive upsell.Desired resolution:I want BBB to notify and record this complaint. Im seeking accountability and policy changes to prevent misdiagnosis/upselling. I am open to a refund, but my primary goal is to document the conduct and warn other consumers.

  

  Business Response

  Date: 08/15/2025

  On August 13, 2025, our technician responded to the customers service request for a clogged toilet under our promotional offer. The customer was charged $350 for the drain clearing and camera inspection and did not elect to move forward with the permanent repair estimate we provided.

  Our recommendations were based on the conditions observed during the visit, and our intent was to offer a long-term solution to prevent future issues. While the customer chose not to proceed, our work was completed as agreed and payment was only collected for the services performed.

  We remain committed to addressing any concerns, please fill free to reach out for a solution. Rooter Ranger

  Customer Answer

  Date: 08/15/2025

  Rooter Rangers reply is inaccurate and omits critical facts. First, the service date was August 12, 2025, not August 13. On that day, I was charged $350 for a roof-snake drain clearing and camera inspection. No toilet-side auger was attempted a standard first step for a clogged toilet. Instead, I was told there were serious roots in the main line and given an estimate of roughly $3,000 for a permanent repair.
  
  This diagnosis ignored a critical, obvious fact: the adjacent shower and fixtures were draining normally. This should have immediately ruled out a main-line root blockage and pointed to a localized issue between the toilet and main line. Ignoring or disregarding this is either a serious lapse in competency or a deliberate attempt to justify an expensive, unnecessary repair.
  
  The very next day, August 13, Rite Way Heating, Cooling & Plumbing removed the toilet, cleared the blockage properly, ran a live camera while I watched, confirmed there were no main-line or toilet bend/lateral pipe roots, reset the toilet, and resolved the problem to my full satisfaction for $356. Their written findings are in my filings.
  
  Rooter Rangers claim that work was completed as agreed is misleading. Their work did not resolve the issue, and their repair recommendation was proven unnecessary within 24 hours by a qualified, licensed contractor. When I presented this evidence, their supervisor and manager were rude and dismissive, stated they did not care about the second opinion or video evidence, and refused to refund the $350.
  
  Whether due to incompetence or intentional misrepresentation, the result was the same an attempt to sell an expensive, unneeded repair. This complaint should remain on record to warn other consumers.

  

  Business Response

  Date: 08/18/2025

  We appreciate the opportunity to clarify the events. Our records confirm service was performed at the customers property on August 12, 2025. The customer was charged $350 for a roof-access drain clearing and camera inspection.

  Our technicians professional recommendation was based on what was observed during the inspection. In line with standard practice, the customer was presented with an estimate for a more permanent solution to help prevent future problems. The customer declined the estimate, which is their right, and payment was collected only for the services completed that day.

  We would also like to note that Rooter Ranger provides a warranty on workmanship and is always willing to return to a property to reassess a concern or re-inspect if a customer feels the issue has not been fully resolved. In this case, rather than contacting us to exercise the warranty or request a follow-up visit, the customer chose to call another company. While we respect that decision, it does not change that Rooter Ranger completed and performed the work the customer paid for.

  We remain available to further discuss this matter with the customer and can be reached at ************ or **********************************************************.

  Rooter Ranger

  Customer Answer

  Date: 08/18/2025

  Rooter Rangers statement again mischaracterizes what occurred and avoids the central issue.
  
  
  Yes, service was performed on August 12, 2025, and I was charged $350. However, the work consisted of running a snake from the roof not attempting the standard toilet-side auger and then presenting me with a diagnosis of serious roots in the main line along with a repair estimate of about $3,000.
  
  
  This diagnosis was wrong. The very next day, another licensed plumbing company, Rite Way Heating, Cooling & Plumbing, removed the toilet, cleared the blockage correctly, ran a live camera while I watched, and confirmed there were no main-line or lateral roots. The issue was local between the toilet and the main line and was fully resolved for $356. Their written findings are attached to my filings.
  
  
  Rooter Ranger claims I could have used a warranty or asked them back. But the problem is not whether they would return its that their original diagnosis and repair proposal were incorrect and unnecessary. Inviting them back would not change the fact that they either ignored or failed to recognize obvious evidence (the adjacent shower draining normally, which rules out a main-line obstruction).
  
  
  This is not about declining an optional long-term repair. This is about being given a false diagnosis and pressured toward a $3,000 job that was unnecessary. Rooter Rangers refusal to acknowledge this, apologize, or refund the $350 demonstrates a lack of accountability and professionalism.
  
  
  I maintain that Rooter Ranger failed to provide competent service, attempted to upsell an unneeded high-dollar repair, and refused to make it right when presented with proof. My request remains a full refund of $350.
  
  

• Initial Complaint

  Date:08/12/2025

  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 was in the middle of someone buying my house when the buyers had Rite Way plumber came out to inspect the plumbing. They found a large belly of sewer water in the new piping because the pipe was not seated properly when redone by Rooter Ranger. The Rite Way plumber sent me a video of the issue and the cost to fix it. Just for the piping fix, they quoted me $15,000, and there might be another $15,000 to restore the house from the plumbing work. Due to this issue, the buyer backed out, which ended up costing me. This really sickens me as I was out my house with first plumbing repair with Rooter Ranger for 3 months and when things were not right again I was out for another 5 months. In the last plumbing repair, things werent done appropriately, the plumbers left our house a mess because they didnt properly tarp (we even had to get our air ducts cleaned), and the job took longer than what was quoted. Now we learn that the pipe dips and wasnt seated correctly. Rooter Ranger ***** and this email where not getting back to my email. They did camera inspection back on August ****** but sent me the invoice and the camera video back August 12, 2025. Im very upset because this would be the third time Id need *********************** to come out and make repairs. This time, I am not paying for the repairs and I am not paying all the restoration work that needs to be done, including taking down walls, flooring, carpet, cleaning, and keeping the dirt contained so it doesnt get into the vents. I was in good faith that Rooter Ranger made sure all the new plumbing was done correctly the second time. However, I was proven wrong with the buyers inspection.I need Rooter Rangers to prove to me that they can do this repair and fix the issue with the belly in my new piping and pay for all of it. This is ridiculous that I have to continue this plumbing issue. I will also be doing ROC complaint as I am not okay with how Rooter Ranger has not their job and the lack of communcation

  

  Business Response

  Date: 08/13/2025

  We understand the customers concerns and have reviewed the situation in detail. On August 6, 2025, our team completed a camera inspection of the main sewer line. The inspection confirmed there is a slight section in the line where minimal water remains, but this is not causing any blockage, backup, or functional issue with the plumbing system.

  The sewer line in question is covered under our 25-year workmanship warranty, which still has approximately 23 years and 8 months remaining. If at any time this section causes an operational problem due to our workmanship, Rooter Ranger will repair it at no cost to the customer under the terms of that warranty.

  While we regret that a third-party opinion differed from our findings, our inspection and review show the system is currently operating as intended. We remain committed to honoring our warranty should an issue arise in the future.
  

  Rooter Ranger

  Customer Answer

  Date: 08/14/2025

  We disagree with your opinion and statement.

  I understand that it is third party opinion but you can see from both camera inspections, that is more than mirror water. Please see theemail sent to ******* as have the two videos of the camera inspections.  There you can see on both inspections that the camera is under a whole bunch of sewer water because water sitting in that belly of a pipe. 

  Saying it is not causing issue or blockage is not a true statement to say. It ended up costing us a sale of the house due to the leveling of pipe not being done right.

  Our complaint is not done until this matter   is taken care of properly by leveling the pipes that Rooter ranger will to fix and pay for the restoration.  Please read emails I sent and not ignore them. 

   

   

  

  Business Response

  Date: 08/20/2025

  Hi,

  An inspection has been scheduled with the customer and the city for 9/17 at 11:00 a.m. to confirm that all work is complete and that the camera footage reflects only residual dust settling.

  - Rooter Ranger Plumbing

  Customer Answer

  Date: 08/25/2025

  Hello,

  We will see with the *** what they determine. For now, I will wait to see what the issue is before agreeing or disagreeing. 

• Initial Complaint

  Date:06/25/2025

  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.

  They told me I had to rip up all of my plumbing from the clean out to my house. They quoted me $15k for the work. $800 for the diagnostics. I had another company come out, they jetted my lines, and now my plumbing is perfect.

  

  Business Response

  Date: 06/26/2025

  Thank you for the opportunity to respond.
  After completing an on-site diagnostic and camera inspection, our technician observed what appeared to be significant issues with the existing sewer line that could lead to recurring blockages and long-term damage. Based on those findings, we provided a detailed proposal to replace the piping from the home to the existing **** ***********

  The quoted scope of work included:
  Blue Stake marking for all underground utilities.
  Excavation of a trench from the home to the **** connection at the back wall.
  Replacement of all piping with new Schedule 40 ABS pipe, tied into the existing addition.
  Salt treatment at transition points to prevent future root intrusion.
  Hydro-jetting of the cast iron to clean buildup.
  Backfill and compaction to code.
  Rebar support every 4 feet to prevent shifting.
  15-year parts and labor warranty on the full system replacement.
  We understand that the customer chose not to move forward with the proposed repair after obtaining a second opinion. Ultimately, we respect that decision. However, its important to note that our diagnostic services were completed in good faith and did involve time, labor, and equipment, including a sewer camera inspection.

  The $800 diagnostic fee covered:
  Full plumbing system assessment
  Camera inspection
  Jetting recommendation
  Augering of the toilet, which was completed on-site

  We never pressure customers to move forward with our recommendations, and our estimates are based on the condition observed during the inspection, with a focus on long-term reliability and code compliance. We're glad to hear that the second provider was able to temporarily resolve the issue, and we hope their solution continues to serve the customer well. Should any further issues arise or if the customer wishes to revisit our proposal in the future, wed be happy to assist.

  Sincerely,
  Rooter Ranger *****************start="2113" data-end="2116"> ************* Team

• Initial Complaint

  Date:12/17/2024

  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.

  I had some repairs completed, and during the process of getting them fixed, my hot water heater stopped working. I ask for a bid and part of the work was completed, however, a part was needed to finish the repairs. This partial work was completed on 12/6/2024. I have been calling and calling for an update and my calls go unanswered. I still do not have hot water.I called again yesterday, and was told someone would be out first thing this morning to complete my work. No one has showed up and I have not received a reply to my message that I have left today.

  

  Business Response

  Date: 12/17/2024

  Hello *****,

  Thank you for reaching out to us regarding your service experience. I have just spoke with one of your technicians (*. *****) and he informs me that he has taken care of your issue. Please accept our sincere apology regarding your previous service as I will speak with the other technician involved. Communication is paramount to any successful business relationship and we will use this as a learning experience to ensure this does not happen again. *****, please consider using Rooter Ranger in the future as we can assure you corrective actions will be taken. If you have any additional comments or concerns you would like to share, feel free to message me at *********************************** Thank you for choosing Rooter Ranger and have a wonderful holiday season. 

  Best regards,

  Jordan Beebe

  Customer Answer

  Date: 12/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** Line
  
   
  

• Initial Complaint

  Date:11/25/2024

  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.

  In June 2024 I had new flooring put in my mom's house that I inherited when she passed in May 2024. The toilet needed to be reinstalled by a plumber, I called Rooter Ranger. They didn't do the work right and actually messed up the new concrete and flooring. They came twice to get it fixed right. So they offered me $300 discount toward future services. They charged me $3,500 and coherced me into getting a loan thru ********* lending to pay it. So against my better judgement, in late July 2024, I had a problem with my other bathroom toilet which over flowed and caused damage to brand new floors and newly painted drywall. I thought the work to fix the toilet would cost under the $300 discount Rooter Ranger offered. Wrong! They wanted $8,500 to just do the plumbing repairs! I had to file claim with insurance for other damages ($6000). Rooter Ranger again used scare tactics and cohersion to force me to get another loan thru greensky. Rooter Ranger had the whole floor in bathroom dug up. Long story short-they installed the wrong pipe in the wall that wasn't even up to code, they said they fixed the toilet ($2,206 just for that) but looked me in the eye and told me not to flush solids down it! How is that fixed? They tried to tell me they would have to dig up the floors thru half the house and out to septic tank to 'really' fix it--$22,000 for that! I didn't do that. They also didn't cap off pipes so I had sewer gases coming in my house for 2 months! They have not recontacted me in response to all my complaints to them. I had to hire a different plumber to fix rooter ranger mistakes and get everything fixed which was just completed last week! The only thing rooter ranger did that they said was generous was taking $500 off the $8500. So I owe $11,500 for rooter ranger. Not to mention the cost to me for paying the other plumber, the stress and inconvience, expense for fixing the additional damage rooter ranger did to flooring and walls, etc.

  

  Business Response

  Date: 11/26/2024

  Hello ******,

  Thank you for sharing your experience and please accept my apology regarding your service. As your service experience is complex, please allow me to properly research all communication that was sent and to hear from your technicians directly. I see we visited on 9/30/24 to speak with you. We will (*******) reach out to you again in hopes of finding a reasonable solution to your issues. Please do not hesitate to reach out to me if you have any additional comments or concerns you would like to share. Thank you again for choosing Rooter Ranger and have a great evening. 

  Kind regards,

• Initial Complaint

  Date:11/25/2024

  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 called Rooter Ranger on September 18, 2024 due to sewage back up in my shower. I found their advertisement on line. They responded to my call within the advertised time of about 1/2 hour. To begin with, I was very pleased with the efficiency of the work they were doing. As time went on the clean up at the end of the day wasn't as carefully done so my home became more and more dusty and dirty to the point that my insurance company sent a company to remove my textiles for cleaning and storage. Since then my AC unit, which is 6 months old, was checked and I was informed that the ducts would need cleaning due to dust and dirt. after they started breaking down the containment area in my bedroom. The tape damaged my ceiling and some areas on the walls. When I asked the ******* about the repairs I was told, " we're plumbers not painters."I called and asked for the project manager to come over and evaluate my concerns.He validated that they don't do those kind of repairs and suggested I remove a sample of the paint on the ceiling and walls to have the color matched and touch it up myself or hire someone to do it for me. I also showed him a broken area on the track of my sliding door, in the kitchen, specifically the track for the screen portion of the unit. I was told that didn't have to be fixed because it wasn't interfering with the opening and closing of the screen part of the unit. I'm concerned about this becoming a problem in the future for other customers. *********************** did damage and caused secondary problems to my home, but they refuse to make it right. I am expecting they will be accountable and fix these issues at their expense.Thank you,**** *******

  

  Business Response

  Date: 11/26/2024

  Hello ****,

  Thank you for sharing your experience with Rooter Ranger. Please accept our sincere apology regarding this matter. As your job was complex with many moving parts, I will need to seek out each party involved to make sure I have a clear understanding of what transpired. I see you are currently scheduled with a follow-up appointment on December 6th, 2024. We hope with this appointment all concerns will be addressed. Please let me know if you have any additional comments, questions or concerns and we hope you have a wonderful holiday season. 

  Best regards,

  Jordan Beebe

  Customer Answer

  Date: 11/27/2024

  November 27, 2024

  I am rejecting the response from Rooter Ranger.

  I have met with and talked with people from this company  at the time the damaged occurred, and was told they do not fix damage they have caused. 

  It appears that a better choice for me is to have asked that Rooter Ranger pay for a contractor of my choice to fix the damages. 

  Thank you,

  **** Mahoney 

• Initial Complaint

  Date:10/01/2024

  Type:Product 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 8/3/2024, I contacted Rooter Ranger LLC to address a plumbing issue (blockage). After removing the toilet and using a camera to investigate the problem, the technician called his supervisor to come assist with the situation. After investigating more, the supervisor said they would need to use a hydro jet service to clear the pipes. I was told they would use the hydro jet provided by another technician, then after the hydro jet was used, the supervisor would return later that evening to re-camera the pipes to check them. If everything looked good, they would decide on a warranty which was to be anywhere between 2 - 5 years. The total cost was $1,486.25. I was to pay $745 prior to the hydro jet service and then once services were completed, I would be charged the other $741.25. I agreed.After the hydro jet service was provided, the technician informed me that the supervisor wasnt going to return that night but instead the next day between 11 1 to complete the service (i.e. re-camera the pipes/decide on warranty). No one ever showed and I never heard from the business. Then on 8/5 I was charged the other $741.25 even though they never completed the services. I called the business and let them know the service was never completed, nor did I receive any email receipt regarding the contract. I was told that I would be contacted by management to address. I waited until the following week and never received a call. I called again and reiterated the issue. I was told management would follow up with me by the end of the week. I never received a call. So, I followed up with my credit card company to dispute the second charge of $741.25. I was just informed today that the credit card company was going to uphold the charge. I have never received the services promised, nor even a call to address the issue. This is a breach of contract, and I should have never been charged the second half of the payment.

  

  Business Response

  Date: 10/01/2024

  Good morning ****,

  This is ****** Beebe owner and operator of Rooter Ranger Plumbing. Thank you for reaching out to us to share your concerns. Please accept our sincere apology as we understand the severity of your issue and do not take these matters lightly. As there are many components to your issue, I will need to speak with all parties involved to get a better understanding of how and when communication broke down. It is never our intention to charge our patrons without services provided. Please be patient during this investigation so we may find an amicable solution to your issue. If you have any additional questions or information you would like to share, please do not hesitate to message me at *********************************** Thank you for choosing Rooter Ranger and have a wonderful day. 

  
  Best regards,
  ****** Beebe
  Owner/Operator
  Rooter Ranger Plumbing  
  ************************************************************    
  

  
  

• Initial Complaint

  Date:07/16/2024

  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.

  Rooter Ranger performed a sewer replacement and billed me $32,000. I paid $6,000. The work they did has to be completely redone. I have hired an attorney. The misrepresents their work continuously. Took 3 week so get job done. I was displaced from my home for 11 days. The job is completely bogus. I want my $6,ooo back. I have filed complaint with *** to help with resolution of this case. I also want them to pay me to get this job ****** by another company. I am a single elderly women and they took full advantage of me. The are frauds from beginning to end.

  

  Business Response

  Date: 07/18/2024

  We appreciate the opportunity to address your concerns regarding the recent sewer replacement project completed by Rooter Ranger. We take all customer feedback seriously and strive to ensure every customer is satisfied with our services. We successfully assisted you in obtaining retroactive payment from your insurance company, amounting to $3,500, demonstrating our commitment to supporting you throughout this process. We acknowledge that the project took longer than anticipated, resulting in an 11-day displacement from your home, and we sincerely apologize for any inconvenience this may have caused. We are disappointed to hear that you are dissatisfied with the quality of the work performed. Please note that our team followed industry standards and procedures to complete the sewer replacement. However, we are willing to discuss any specific concerns or issues you have encountered to better understand the situation. We understand your request for a refund of $6,000 and an additional $4,000 to cover the difference for another company to **** the job. Unfortunately, we are unable to meet this demand at this time. We believe the insurance reimbursement you received was a fair resolution, and we remain committed to addressing any specific issues directly related to our workmanship. We are aware of your decision to hire an attorney and file a complaint with the ***, and Rooter Ranger is fully prepared to cooperate with any investigations and provide all necessary documentation to support our case. Our intention has always been to provide you with the best possible service and to resolve any issues amicably. We regret that this situation has caused you distress and inconvenience. If you would like to discuss this matter further or have any additional concerns, please do not hesitate to contact our office directly. We remain dedicated to finding a satisfactory resolution and maintaining the trust of all our valued customers.
  Thank you for your understanding and patience.

  Customer Answer

  Date: 07/18/2024

  Thank you for responding.   As you know your work on my sewer must be completely redone.  You billed me $32,000.   My insurance did not cover this amount - not even close.  Your bill amount is completely out of line, even if the job has been done correctly.   We can leave this case with the *** and my lawyer for  further negotiations on how to resolve this problem.    For the issue with the BBB, please return the $6,000 that I paid you.   We can take up the remainder with *** and through legal avenues.  

  

  Business Response

  Date: 07/31/2024

  Hello *****,

  This is ****** Beebe owner and operator with Rooter Ranger. We understand your frustration regarding this matter, and we are doing our best to help resolve this issue to the best of our ability. At this time, we must wait until August 5th, 2024 for the Registrar of Contractors (******) to issue their findings regarding this matter. Once their (ROC) inquiry is complete, we can discuss potential solutions for a satisfactory resolution. Please reach out to me if you have any additional questions and have a wonderful day.

  
  Best regards,
  Jordan Beebe
  Owner/Operator 
  **********************************************************
  

  
  

  Customer Answer

  Date: 08/07/2024

  Jordan,  as you know we met with the *** yesterday.   Your operations manager, ****** attended and recorded the conversation.  It seems as though we are close to a resolution with the help of ***.  

  1. Redo and correct the faulty job which will include paying for all the costs.   Rework, flooring, etc.   You will have 15 days.  The job will not be performed by the original workers.  Continue the warranty for 25 years. 

  2.  Return my $6,000 and also pay me to have this work done by another entity.  You charged me $32,000 for this job.  I would expect at least that.   Thank you.  ***** *********

• Initial Complaint

  Date:05/31/2024

  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 my main sewer line back up and Rooter Ranger came to snake it out. The camera showed a collapsed sewer line, so I told them to go ahead and repair it - four feet of collapsed line in my driveway. Before they started the work, I told the job ******* that I have sewer line insurance and asked if I should call them. He said "No, that's my job. I'll take care of all that for you." Over the next couple of weeks I texted the ******* once a week, asking if he had heard anything yet. His reply was "No" or, "I have a follow up with SLWA scheduled for tomorrow." Three weeks went by, and he hadn't heard anything, and then I went out of town for two weeks. When I came back and texted him, he then said, five weeks later, that I need to contact SLWA myself and file a reimbursement claim. I saved the text conversation, starting with me texting him my sewer line insurance phone # on March 21st, before the work started. I know now that I should have looked at my policy. I was supposed to call them before any work was started, and they would have sent someone on their list out to repair my sewer line. I found this out when I contacted them. They would have handled all the paperwork and payment. I believe the ******* took advantage of my situation. I was standing in my driveway with two toilets that wouldnt flush and two backed up bathtubs. I couldnt think straight. If he had been ethical, he would have told me that I needed to contact my insurance. He was more than happy to take my credit card payment, knowing that they would make more money, instead of having to deal with the insurance company. If theyre not on SLWAs list of approved plumbing companies, they wouldnt have even gotten the job. Im out almost $8,000 that the insurance would have paid. I sent the owner a detailed email Tuesday night, and have not gotten a response.

  

  Business Response

  Date: 06/09/2024

  Thank you for reaching out to us through the Better Business Bureau to express your concerns regarding your recent sewer line repair experience. We sincerely apologize for any confusion or frustration you have encountered during this process.
  We understand the importance of clear communication and ensuring that our customers are fully informed about their options. While we strive to provide comprehensive guidance, we regret any misunderstanding that *** have occurred regarding your sewer line insurance coverage and the necessary procedures for filing a reimbursement claim.
  Upon reviewing the text conversation you provided, it appears that there *** have been a miscommunication regarding the handling of your insurance claim. We recognize that it is our responsibility to ensure that our customers are aware of all available options, and we apologize if this was not adequately conveyed to you.
  We are committed to resolving this matter promptly and to your satisfaction. We will be reaching out to you directly to discuss a resolution and ensure that any outstanding issues are addressed appropriately.
  Thank you for bringing this matter to our attention, and we appreciate your patience as we work to find a solution.

  Customer Answer

  Date: 06/12/2024

  Rooter Ranger responded that they would reach out to me. I received their response to my complaint Sunday morning at 6 A.M. They have not contacted me.

  

  Business Response

  Date: 06/13/2024

  Good afternoon!

  We apologize for the oversight here. I will have our Management team touch base today! Thank you so much.

  Customer Answer

  Date: 06/17/2024

  A Rooter Ranger employee contacted me early afternoon on Friday the 14th. He asked me to tell him everything that had happened. A little later, he texted me and asked for the claim number for reimbursement that I filed with my sewer line insurance. At 1:40 he texted me that he was still on the phone with the insurance and hoping to have a strong resolution shortly. I heard nothing more from him Friday. Nobody from Rooter Ranger contacted me Saturday or today.

• Initial Complaint

  Date:05/17/2024

  Type:Product 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 contacted Rooter Ranger to clear a bath tub drain for $44 on 5/16/2024. The service technician showed up promptly and cleared the stoppage very quickly said it was not a bad but because his tool had mud on it and got the tub dirty he suggested they run a video scope for $199. I went along with his recommendation because the house is old. His associate showed up about 40 minutes later ran a scope camera down 2 pipes. Briefly showed me the video which was so fast it was very hard to follow. I received the email of the video today along with a BLANK invoice #******** for $0 with no description of any work. Also attached to the email was an Estimate #******** in the amount of $28,410.00 to replace the existing sewer pipes. We are asking for a refund of the $199 spend on a video that appears to have damaged the pipes more due to the harsh fast pace of the camera and material falling off the pipe as the camera speeds thru the sewer pipes. This video is useless! We would be happy to pay for the bath tub stoppage that was cleared $44 plus what ever applicable taxes are.

  

  Business Response

  Date: 05/20/2024

  Dear *********************,
  
  We sincerely apologize for the inconvenience and frustration you experienced with our service.. At Rooter Ranger, we strive to provide exceptional service to all our customers, and we regret that we fell short of your expectations.
  
  We appreciate your feedback regarding the technicians suggestion to run a video scope and the subsequent service provided. We understand your concerns about the clarity and usefulness of the video and the unexpected estimate for sewer pipe replacement.
  
  To address your complaint, we are offering a full refund of the $199 you were charged for the video scope service. Additionally, you will not be charged for the initial $44 bath tub stoppage service. We aim to ensure that every customers experience with us meets a five-star standard, and we deeply regret that this was not the case for you.
  
  Please allow us some time to process the refund, which should reflect on your original payment method within the next 7-10 business days.
  
  If you have any further concerns or questions, please do not hesitate to contact me at any time. We value your business and hope to have the opportunity to serve you better in the future.
  
  Thank you for bringing this matter to our attention.
  
  Sincerely,
  
  Jordan Beebe
  Founder, General Manager
  Rooter Ranger Plumbing
  *************
  **********************************