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:03/20/2025

  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 sent an incompetent or overworked plumber out to fix a gas leak, and he install the *** valve wrong in October 2024. So the gas continued leaking causing health issues, breathing, *********** and muscle pain. I kept smelling gas and so I finally had the ATL Gas light out of test for a leak, and yes, he said any plumber should know not to install the *** valve like it was, so the guy changed the value out right then, rather than turning the gas off and having Rooter Proxpress come back, since they had broke my trust and did it wrong from the beginning. The I see they have tons of complaints and terrible reviews online. They charged me ******* dollars to put my health at risk without making sure the gas leak was fixed correctly, even though I continued to ask the tech if he checked to make sure it was done correctly. Then when I called to let them know, they didn't return my calls and blew me off for more than 3 weeks. Then he said because the gas leak was fixed by ATL Gas Light that I voided the warranty. Even though he would not show me where it says that in the warranty. They are dangerous, reckless and unaccountable for their incompetence and terrible customer ********************** and should be put out of business. In the picture is the *** valve installed wrong, and the description written up by the ATL Gas Light Agent the day he repaired the valve. This company is dangerous.

  

  Business Response

  Date: 05/23/2025

  Ms. ******,
  First, I would like to apologize for the lack of communication on behalf of Rooter ProXPress and for the delay in getting back to you. I am new to the office, and we have made several internal changes in policies and procedures and staffing as well. I am here to help you in any way that I can. The technician that performed the repair to your hot water heater is no longer employed with us and we have made several changes to the call center and in management.Under no circumstances do we, RPX, ever want to put someones safety and wellbeing in ***** way. Also, I cannot even express my concern about the lack of compassion nor empathy that the previous employees you had dealt with prior made you feel, and I do apologize for this. If there is anything I can do, please feel free to reach out to me directly.
  
  Respectfully,
  
  ***** *********

• Initial Complaint

  Date:03/13/2025

  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.

  3/13/2024 invoice number ***** Charged and paid for 2 services but only RECEIVED 1. Wanted my septic tank unclogged and wanted to also see camera footage of my pipes I was charge $1000 for that. It took him 30 minutes to unclog the pipe but he kept hanging around sitting in his truck for an additional hr I walked to his truck and asked to see the camera footage of my pipes he said that will happen during payment so I said ok ( Im my head Im wondering whats the hold up if you unclogged my pipe already) additional 45 mins goes by he come to my door and he had his iPad setup for payment so I asked again when am I going to see the camera footage. His demeanor changed instantly had an attitude rolled his eye let out a big sigh and said thats coming next but it never did. Then I received my BOGUS receipt with no break down of service or anything I already feel like he made up a price now Im starting to feel SCAMMED. He returned to his truck and sat there for another ***** minutes got out gathered his tools got in the truck wait an additional 30 minutes and drove off. As soon as the truck moved I called the company asking for the difference bad because I never was given video image of the inside of my pipes as I paid for. They called the technician and said he was having issues at the moment and will be sent them. Thats not how that works your suppose let me see live video footage as the camera is in my pipes. Because you could send me videos of anybodys pipes now that your gone its supposed to be LIVE. I said I need to be refunded the difference!! It went from let me speak to my manager to now I have to call back to speak with accounting. Unacceptable!!! I will also be reporting this company to the BBB!!!! UPDATE I will be putting a complaint on the plumbers license. When I call tomorrow I will be getting all his information.

  

  Business Response

  Date: 06/02/2025

  Ms. ******,

  I apologize for the delay in getting back to you. I have just taken this position over and I wanted to reach out to you. We have made several changes within Rooter ProXpress and I would like to let you know that the technician that came to your home i snot longer an employee of RPX. I can provide you with the video footage that was uploaded into our system the day that we has sent the technician out. Please do not hesitate to reach out to me directly. I do apologize for how you were treated with the experience with that technician.

   

  Sincerely.

  *****

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

   

• Initial Complaint

  Date:03/05/2025

  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.

  March 5, 2025 A technician arrived at my home that day to inspect my septic system due to a backup issue. Upon arrival, the technician began digging to expose the septic tank lid. I was then informed that replacing the entire system would cost $15,000, but a lower-cost alternativeaddressing deteriorating pipes, pumping the tank, and applying fertilizationcould be done for $4,500. After discounts, the price was reduced to $3,295.00, and I made a partial payment of $1,647.50, expecting the remaining work to be completed. Before scheduling the service, I was quoted $295 to $495 over the phone for a standard septic tank pumping. However, I was ultimately charged $1,647.50, which included unjustified fees: $450 for clearing the main line, despite another company (Rooter Rooter) having already done this the night before.$150 for an overfull tank fee, though there were no signs of overflow, leakage, or wet ground.A significant overcharge beyond the original quote for a routine septic tank ********** home was built in 2021, making it highly unlikely that my septic pipes were failing I later confirmed with the company that installed my septic system that the only required service was pumping the tank. The pipes were in good condition, and fertilization was unnecessary. Your technician recommended and charged for work that did not need to be done. I was purely taken advantage of.On March 5, 2025, they were to come out to cover the hole and no one showed. Now, I am left with an incomplete service and an inflated bill.Managers Response and Threat of a Lien When I contacted your manager, ****, he stated that I still owe $200, and if I refuse to pay, your company will place a lien on my home. Before abruptly hanging up on both my husband and me, he also stated that I would not be receiving any refund, despite the fact that the only service performed was pumping my tankat an outrageous cost.

  

  Business Response

  Date: 06/02/2025

  Ms. *****,

  I apologize for the way this has been handled. Can you please give me a call directly, and let me see if I can get this taken care of for you. We have been making a lot of changes internally and I would like to get you taken care of. Once again, I do apologize for all of this. 

   

  Sincerely,

   

  ***** Hitchcock 

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

• Initial Complaint

  Date:03/03/2025

  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.

  On 8/30/24 Rooter Pro Xpress installed a new well pump, pressure tank and pressure gauge at my home. A few months later when I attempted to run the well water, I could only access the reserve tank and lost all water pressure. I called numerous times for servicing, two times the techs were a no-show. When they did finally come, they said the well was working but apparently they were only accessing the reserve tank because 20 minutes after they left, the water stopped. I eventually contacted an alternate well company for a second opinion and was advised that the well check valve inside the actual well was broken and should have been checked and replaced when I originally purchased the new well system. I hired the other company to fix it for $728.00. I sent all repair documentation to ***** and ******* at Rooter Pro Xpress multiple times and made 11 follow up calls to ask about a reimbursement, speaking to both customer ********************** and management. According to their ** First Right to Repair Clause** they failed to respond/repair and promise to reimburse me. ******* (manager) promised the reimbursement in ***** days but a month and a half later I still not received any funds. The well is still under their 1-year warranty and I am still paying on it. This company does not honor their customers by treating them fairly or in providing good service. They have lead me around in circles, possibly attempting to wear we down and this is not right. I would never had hired them if I knew this was going to happen and I want my $728 refunded.

  

  Business Response

  Date: 06/02/2025

  Ms. ******,

  I have just gotten your complaint. I apologize for the lack of communication. We have been working to get staffing corrected internally and for out in the field. Please let me look into all of this and pull all records and please let me work on the resolution for you. Please do not hesitate in asking for me directly.

  
  Sincerely,

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

• Initial Complaint

  Date:01/03/2025

  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 were in need of a toilet installation. After a bit of price hunting we went with Rooter ProXpress. HUGE mistake!!On 9/25/24 the assigned tech Rayfael ***** presented himself as professional and capable. The fee for service grew due to some difficulties with the installation. That sucked. He finished and then tried to leave before I said please go back in and clean up the floor. He didI paid $700he left.Within a month we had the smell of sewer gases originating from the half bath where Mr. ***** had done the install. After a back and forth with the office, they came out to reassess.The new techafter more back and forth with leadershippulled the toilet and just shook his head. He shared how incorrect the work was on the installation. I was thankful for his knowledge and his openness. I said great. So fix it. He then informed me he couldnt and that this would cost me quite a bit more money to do the job right. NOPE!!I asked to speak with the supervisor. He put me on the phone with *****. I explained to ***** my position and the fact I was not going to ***ay for their mess up. ***** gave me two options: 1) credit for prior work ($700) toward the cost of doing it correctly, or 2) refund and they walk away. I quickly said give me my money back and get out! He understood and agreed telling me it would be refunded back to how it was paid.2 weeks laterno money.3 weeks laterno money.After NUMEROUS calls and an additional conversation with Keithstillno money. I was told accounting has it and he had no more input to the process.Called just before Christmas and spoke with a *** named *****. She was the hint of hope as she listened, documented, and spoke with the leadership in their accounting department. Hope dashed in the New Year as I called to check and was informed that the company leadership (Keiths boss) declined the refund transaction. No refund. I asked to speak with this leader and was told **** will call you. Just give my money

  

  Business Response

  Date: 01/15/2025

  *** is willing to refund the $700 charge as long we are released from any responsibility.  There was a mis-communication with the management team as to why the refund was being issued and we apologize for the confusion.

• Initial Complaint

  Date:11/25/2024

  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.

  On November 12, 2024, ***** of Rooter Xpress arrived at my home to install a new sprayer hose on my kitchen faucet. ***** said that her could not remove the old hose. So, he packed up his tools and left. He charged me *****. On November 14, I had another plumber, Mr. ******** come to install the new sprayer hose. He told me that it was a little tricky to get the old hose off, but he was more experienced evidently that ***** of Rooter Xpress. Mr. ******* charged me *****. I started calling Rooter Xpress that same day (November 14), The agent said that she would have to have a manager call me back. No return call. I called again on November 18. Again, I was promised a call back by the manager. I have yet to hear from the manager.I REQUEST MY FULL PAYMENT OF ***** BE REIMBURSED TO ME. I do not want to pay for *****'s on job experience!

  

  Business Response

  Date: 12/05/2024

  I am willing to refund the $76

  Customer Answer

  Date: 12/05/2024

   
  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.
  
  Sincerely,
  
  ***** *******, **

• Initial Complaint

  Date:11/04/2024

  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.

  On August 8, 2024, I had an appointment with Rooter Pro Xpress to install a new waterline for my home. *** ***** showed up on time, everything was explained so I would be informed of the process. They finished installing the new waterline and were paid in full that day. *** said he would return in two weeks to reinstall the concrete and complete the job so I could have new flooring laid. So now after numerous attempts since September calling and scheduling appointments; only for them to be a no-show.; *** didn't come back, because *** is no longer with the company. All I am asking is for the company to take accountability, stop passing me around, contact one of your other contractors, and return to finish my floor which is still all dug up In my hallway. Every time I call no one knows what's going on. I only want Rooter ProXpress to return to my home and complete the job that has already been invoiced and paid. The Holidays are fast approaching I have a baby coming any day now. This issue needs to be addressed expeditiously.

  

  Business Response

  Date: 11/06/2024

  We made contact on 11/06/24 .  RPX will sent a technician out on 11/07/24 to repair the concrete at no additional charge.

• Initial Complaint

  Date:10/16/2024

  Type:Sales and Advertising 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 October 16, 2024 I requested a technician to provide a quote to install a single light fixture that entailed basic ground, neutral and live wire install. The technician arrived an hour and a half beyond the provided window then proceed to quote me $320 for this install. I was overwhelmed and had to confirm multiple times on the amount provided. No breakdown was detailed upon request, only that it was the price the company charges. I then had to pay $50 for the well above market rate quote after wasting both our time. This company is not only unprofessional but extorts money for people. This is unreasonable and something that could have been told to me over the phone as the tech simple plugged in my ceiling height and basic fixture install to tell me this quote. I had all this information prior to his arrival. I want my money back, this is unacceptable practices.

  

  Business Response

  Date: 11/01/2024

  The call was recorded as all our calls are and the homeowner was informed of our  of $49.50 arrival fee.  Because the customer does not go with my estimate does not mean a refund should be given.  The call is too long to be attached, but can we provided on another platform if needed?

   

   

  I

• Initial Complaint

  Date:10/06/2024

  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.

  You can't pump 1500 gallon in 7 minutes. They tried to scam me. I have proof. Took before and after pics with time stamped. They owe me an apology, fix my LID they broke and my grass he purposely destroyed when i rejected their offer. I made over 10 calls to speak with management with no result. Nice try, I just needed my septic pumped for what was quoted $295. You cant clear main line and pump 1500 gallon in 7 minutes. Tried to charge me $1200+. They tried to hustle me cause I hade project loan for $........ Filing FTC next if problem not resolved.

  

  Business Response

  Date: 10/09/2024

   

  Mr. ****** has not made any payment toward services rendered, in addition Rooter Pro Xpress (DBA) has initiated legal action.  Pictures attached so the tank open with the lid.  The top left shows a crack in the lid.  Anytime a 20+ year old concrete lid is excavated it runs a risk of stress to a lid.  

  Two pictures show the service port (clean out) filled with tissue/sewage and an after picture showing cleared with water.  Even after Rooter Pro Xpress pumped the tank water started to re-enter the tank, this is overflow coming back from the drain field.  We RPX tech explained the conditions of the septic system and left estimates to treat the failing drain field. The customer declined our *********************** and failed to make payment for work completed.

  RPX is willing to resolve this matter by performing work on the drain field after payment for previous work is paid.

   

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22388564
  
  I am rejecting this response because:

  See time stamped from when he started pumping and see when he stopped. This lid he cracked was not visible in their picture. I asked several time for them to reopen to see the what was done. tell me 20yr+ is not an excuse, therefore by their own admission they damamged it because of age. I spent over 1hour on the phone with T......... the manager screaming at me saying my lid was not cracked. then she admitted it was craked by wasnt them. now its the age.   They been back to my house 2 times and never reopen as I requested. Finally they charging for pumping and cleaning, not possible to do so in 7 minutes see pics (time stamped).  Not Possible to pump 1500 gallon in 7 minutes and clear/clean tank.  My was very dryas you can see in my final picture, where is the failing system they claiming. 
  
  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 10/16/2024

  The time stamps are from two different services. One service is on the 7/29/24 and 8/13/24, the times are not the same day. on 7/29 RPX was on site 33 minutes and 8/13 on site 44 minutes.  In most cases RPX would warranty any work however I can't warranty work that payment hasn't been received. *** has filed legal action for services rendered and not paid. If there is a reasonable plan I would be happy to hear it and see what we can do to resolve it.  

• Initial Complaint

  Date:07/30/2024

  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.

  Sewer line blockage. Call rotorrooter but Rooter Pro Xpress came out. Supposedly found broken main sewer line with video camera, but won't put where the blockage was in a report. Called several times, they promised a call back but never got one.

  

  Business Response

  Date: 08/14/2024

  Tell us why here...****************, thank you for reaching out regarding the issues you experienced with your sewer line service. I sincerely apologize for the inconvenience this has caused you.

  
  I understand that you were serviced by Rooter ProXpress, and there has been a gap in communication regarding the findings from the video inspection. We appreciate you bringing this to our attention.

  To address your concerns, I have initiated an investigation with our management team, and we have decided to issue you a partial refund as a gesture of goodwill for the inconvenience you've encountered. We want to ensure that your experience with us is rectified.
  Please let me know if there's anything else I can assist you with or if you have further questions. Thank you for your understanding and patience as we resolve this matter.

  
  Best regards,

   ****************************;