ComplaintsforRoto Rooter
Plumber
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Complaint Details
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Initial Complaint
03/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We called Roto-rooter to come out and fix a broken main water pipe. Initial call was placed about 8:15 AM. On connecting, Roto-rooter despatch (?) was provided the information requested and we were informed that a scheduler would call within 1 hour to provide us with the plumber details etc. Since we did not hear back after over 2 hours, I called back to check on status. This process was repeated several times over the day, when they changed plumber (3x) /timing etc. Finally after multiple calls and re-schedulings, the techs showed up at about 8:30 pm. They provided an estimate for the work and requested that we sign authorize the work order. They indicated that they could wrap up the work quickly so that we could have water that night. At 9:30 PM, they stopped work since they had to procure a part from ********** to but returned with the incorrect part. So work had to be stopped and they were to come back next morning. They came in at around 9:30 AM the next day, since they had to stop and purchase the part needed and proceeded to fix the broken pipe. After they fixed the broken pipe, they indicated that they would need to come back next day (minimum of 12 hrs) for the "glue" to cure, and could not open the water till then. This was entirely new information at this point. We got into a discussion and we requested that they fill up the hole and we would turn on the water later which they refused. They indicated that if they did that, the warranty would be void and we agreed that it was ok to do so. Unfortunately, they decide to leave anyway, without finishing the job indicating that we refuse to pay-no invoice was provided. We never received an invoice. Instead, we have been contacted by a debt collector to collect a debt owed. The amount of the collection was more than 2x that we were provided as an estimate originally. This is a business that is bait and switch charging large amounts for their work. BBB should investigate their business practice.Initial Complaint
03/20/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Date of transaction: 12/30/23 Paid: $442.49 (12/23) due was stated by the company and paid to unclog the pipe.Company Committed to providing: Small leak clean-up. Roto-Rooter indicated on more than one occasion that the most I would have to pay for sanitizing and drying a small damaged area, regardless of what my ******************* would or would not cover, would be $*****. However, I was billed for $8,668.40! It appears the company was seeking to overcharge the insurance company, but when that unethical plan failed, they billed me. Nature of Dispute: willfully and fraudulently overcharging for work not comparable to the service rendered Business Resolution: The business has not responded to the complaint Account: Invoice # ************ The fee of $8,668.40 appears to be willfully and fraudulently overcharging for work not comparable to the service rendered. Specifically, RR removed a small section of drywall, placed sanitizer in 2 small spaces, removed a very small section of carpet, and provided air dryers. This was completed in a few hours. However, they were called back because they failed to adequately clean up part of an area.It is disheartening and evident that I have been scammed when I specifically indicated on more than one occasion to *********************, Roto-Rooter Estimator, that I will not pay anything over the agreed amount of ***** *** for services. He indicated that my deductible was ***** for the services I would require and he was working on my behalf with my ******************* Thus, I am seeking legal action against Roto-Rooter and ************** to represent me in addressing this matter.Initial Complaint
03/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In December 2023 I called Roto Rooter to unclog a pipe between an upstairs bathroom and downstairs bathroom, where there was a leak and minor water damage. They charged $800 to unclog the pipe, and then proceeded to begin water mitigation as there was water damage to the ceiling drywall of the downstairs bathroom where the water had leaked. The estimate for water mitigation was between $3,000 and $8,000. I filed a claim with my insurance company, and they estimated $2,600 toward water mitigation.Roto Rooter began the work, which consisted of demolition (tile, moved toilet into bathtub, removed vanity, removed drywall) and placed dehumidifiers in both bathrooms.They did not demo the entire upstairs bathroom (half of tile was still remaining).I had a manager show up unannounced at my home twice, I saw them on my home camera devices, with no call or correspondence that they would be coming. They charged me for these visits as they are supposed to "check" in on the job every so often. When the manager came to check on equipment all he did was walk around my house and observe it.After they came back to remove their machinery, that was the extent to the work that was done at my home. They billed my insurance $6,018 directly, and after two months of my insurance company ignoring them, emailed me to let me know they would be filing a mechanic's lien on my house for nonpayment. I requested detailed invoices of work completed TWICE, with no response. I finally received a detailed invoice in March of 2024, after they threatened me with legal action for nonpayment. Because they did not go directly to me with the invoice, I had NO ability to negotiate the bill and was forced to pay $6,018. I had two water mitigation companies look at the invoice, and they both reiterated to me that I was SEVERELY overcharged for the work completed, solely because it was an insurance claim, and Roto Rooter knew I would be forced to pay it.Initial Complaint
03/06/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
3/5/24 $497 paid to snake a kitchen drain. ******* promised the price covered everything after discussing the kitchen drain pipe to main is back pitched. Quoted to snake and correct pipe under sink. There were no issues under the sink, the plumber never even came to check under the sink. The issue was under the kitchen. The plumber refused to work on the pipe correction and still charged full amount for snaking the drain. There is still grease buildup and it will eventually clog again. Work promised was not rendered. Fee charged for work outrageous. Another company snaked the same drain for $77.Initial Complaint
02/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Basement was literally destroyed by Roto Rooter.. Now they expect payment for not completing the job.Initial Complaint
12/31/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
On 10/21, we had an emergency water incident. We contacted RotoRooter for their services. State Farm is our insurance provider. In order to begin services we were required to sign a contract. This contract includes many different provisions, each reqiured approval. On **each one** my wife asked the Roto Rep ****** *** this required to perform services ?" Art's response each time was, "Yes, it is.". One of the provisions, it turns out, tries to force us to work directly with RotoRooter on billing/invoice. Not include ************ analysis of Roto Rooters charges to us. I have attached State Farms's analysis. This is the amount we've paid Roto Rooter to close out invoice #***********.During ************ investigation of the claim, a normal claim processes of which Roto Rooter was notified several times. I was continually contacted, harrassed and threatened by, ***************************. She called so many times I had to block her number. She repeatedly made false threats to intimidate us into paying immediately for their over-charged services.On 12/19, State Farm completed their analysis (email attached), provided Roto Rooter with a revised invoice for their adjustment. Since the incident on 10/21 and through the most recent communication from State Farm on 12/19. Roto Rooter has not responded to any of ************ communications and has not revised our invoice per ************ analysis.I notified Deepa and Roto Rooter on 12/23 of our intention to pay them based on the revised estimate from State Farm ($5,506.53) and requested an address to send the check. I recevied a response from Deepa on 12/28 with the address. This check has been mailed as of today(12/30). On 12/29, RotoRooter (****************************) contacted me with Deepa cc'd to threaten us with being, "sent to collections for non-payment". Roto Rooters tactics throughout have been disgusting. I'm asking BBB to enforce a billing adjustment and for Roto Rooter to close this invoice as paid in full. **Initial Complaint
12/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
11/14/23: *************** told me labor costs for digging and repair were $795 with a $461 discount for previous work. But a $1000 down payment was needed now. He flipped very fast pages on his computer and stopped only shortly for some signatures. I know this procedure from previous work by this company but had received a hard copy immediately afterward. I have cataract in both eyes and need a hard copy to read small print. But I did not get a hard copy this time and was told I get it later. Therefore I asked; What will I have to pay next time? Answer: 1700 minus 461, the costs for the replacement parts, we will know later. 11/18/23: ****** asked me for a signature and payment. I saw a bill close to $ ****. I asked for what? Show me the details! He just stated that these are the regular costs decided by the company. I refused to sign and to pay, and demanded the branch manager on the phone. ****** literarily ran to his car screaming: "From you, I had not expected any problems." 11/30/23: I received as an e-mail an alternated copy of the contract. For the first time, I saw the demanded costs of $ ********. The down payment is supposed to be 10% meaning in this case $800 instead of$1000. The performed task failed twice the inspection by the building inspector.Initial Complaint
11/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Had roto rooter on 11/15 snake out my main basement drain. They told me there was blockage and I should consider putting in a main drain line. Today is 11/29/23 and it has been exactly two weeks and my basement is super flooded. Its worse than when I called them on 11/15/23 for the initial work. I agree I most likely need to replace The main line to the house however the work should last more than two weeks. Its so bad my brand new hot water tank shut itself off so we now have no hot waterInitial Complaint
11/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I believe that this company takes advantage of people and tells big lies. I unfortunately got scammed into thinking the customer ********************** was decent because when they want your money they come out ASAP. Once youve paid and need the job finished they dont show up. Ive called countless times and no one has showed up to finish the excavation job I was extremely overcharged for, also in hindsight I find it ironic that the plumber knew my pipes were broken. I dont believe this company or what they say for one minute. Dont ever use them and wont ever use them again.Initial Complaint
11/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Company will not fix a problem they created. I paid Roto Rooter $786.77 on April 14, 2023 to installed a new water regulator at my home. When the technician arrived to do the job, he did not have adequate tools for the job so he borrowed my tools to do the job. Then told me he needed to add a part, a coupler, which he installed up line from the regulator (more money) that part was not needed for the regulator he removed, just the one he was putting in. He gave no explanation as to why he needed an extra part other than line size. Took him all day the day he came out to install the regulator, leaving several times for I dont know. The new part he added leaked. I did not check his work (didnt think I had to check his work, my mistake). Then in November when I did my weatherization tasks around the house - that is when I noticed the leak. I called Roto Rooter on November 21, 2023 and they said they would send someone out to look at it but said only had 6-month warranty. They sent the same guy who installed the part. He said it was out of warranty and he would try to tighten but could not tell me why a part installed less than seven months ago has failed or is leaking. The part is not bad the plumber is. He left without telling what he had done and yes it still leaks. I will have to find a real plumber now to fix his s**** up at my expense because this company does not stand by its work. The part is fine he just didn't want to dig the dirt from around the pipe when he initially installed the coupler, so it is a tight fit and hard to get your hands and tools around the coupler to do a proper installation and as a result, he did a crappy job and it leaks. Really poor workmanship by this company.
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Customer Complaints Summary
43 total complaints in the last 3 years.
14 complaints closed in the last 12 months.