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:08/20/2025

  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.

  On March 6, 2025, I contacted Roto-Rooter after having problems with my toilets and sinks backing up (recently purchased the home). The plumber stated that I was having problems with the septic line/tank. He referred me to Rooter ProXpress and that same day, ****** came out. I was told that it would cost me $2,300 to fix the problem. I explained that I was on Social Security and could not afford such a large payment. He made a phone call and told me he had found a financing option. I specifically told him that I could pay around $50 per month towards the bill. ****** had me sign my name on his computer pad before he even begun the work. After he completed the work I did not sign off on the work. I was not provided with an invoice, contract or a copy of what I had signed.Shortly afterwards, I received a bill in the mail for $6,755.50. At no point was I told that the actual cost would exceed $2,300. If I had been made aware, I would have declined the services. I called the company several times in an effort to speak with ******, dispute the bill, and resolve the problem. The office representative, **** interceded and refused to let me speak with ******. She did finally send me a copy of a bill I had never seen nor signed. Attached to the bill was a second page with my signature that I apparently signed when ****** and I discussed a cost $2,300. The documentation I eventually received appeared altered or inconsistent suggesting deceptive practices.I believed I was deliberately targeted because I am a senior citizen on a fix income with limited resources and computer skills. I am willing to pay the agreed upon fee of $2,300. I am respectfully asking that your company cancel the unfair bill along with any financial agreements connected to it. I am also asking the the fraudulent debt be removed from the credit agencies so that it does not further damage my ********* customer should be put through hidden charges, unclear paperwork or confusing financial arrangements.

  

  Business Response

  Date: 08/25/2025

  Dear ********* ********, 
  Thank you for reaching out and sharing your concerns with us. We truly understand how stressful and overwhelming situations like this can feel, especially when they involve unexpected costs. Please know that we take all customer concerns seriously and always want to help whenever possible.
  Our company policy requires billing questions or disputes to be brought to our attention within 3060 days of service. This timeframe allows us to carefully review records, confirm details with the technician, and provide a fair resolution. Because your notification has come to us outside of that period, we unfortunately are not able to step in and make adjustments at this point.
  While we are unable to take further action on this matter, we sincerely regret any frustration this has caused you. Your feedback is very important to us, and we will use it to continue improving the clarity of our communication with customers in the future.
  We value you and thank you for giving us the opportunity to serve you. Please dont hesitate to reach out if you ever need assistance in the future we are here to help within the policies we have in place.
  With respect and understanding,

  
  ******** ******
  Accounts Receivable 

  Rooter ProXpress.

  Customer Answer

  Date: 08/29/2025

   
  Complaint: 23775224
  
  I am rejecting this response because: According to Rooter Xpress, Ms. ******** ******, Rooter Xpress policy requires billing questions or disputes to be brought to the company's attention within 30 to 60 days of service. Because the complaint was not filed earlier,  Ms. ****** states that nothing can be done at this time.

  At the time of service, Rooter Xpress did not provide an invoice nor information regarding a time limit to file a dispute. Name was signed on a computer pad assuming the cost of service would be $2300 (price quoted). There was no mentioned of an additional cost. An unexpected bill of over $6,000 was later received. What Rooter Xpress did was deceptive and unfair. I am respectfully asking Rooter Xpress to do the right thing in resolving this issue.

  I am requesting that the BBB assist in resolving the problem. If this can not be done, I have been advised to (1) Submit a review of my experience with Rooter Xpress, (2) Request that BBB review the complaints filed by previous customers of ********************** Xpress and reevaluate their rating based on the complaints, not just their timely response and (3) File a complaint with the State Attorney General's Office.

  It appears that Rooter Xpress has a history of deceptive practices with complaints similar to this one. Incidents are prime examples of deceptive business practices, misrepresentation of service and what is believed to be predatory conduct directed at a target group of individuals.

   

  Response is being submitted by Ms. **** ******, friend of ********* ********. I am acting as the authorized representative of ********* ******** for the sole purpose of submitting this response with ********' full knowledge and consent. We look forward to some resolution Approved for submission by: ********* ********.

  Sincerely,
  
  ********* ********

  

  Business Response

  Date: 09/03/2025

  We appreciate your concerns and the time you have taken to share them. After careful review, we must respectfully state that Rooter Xpress policy requires any billing questions or disputes to be submitted within 30 to 60 days of service. Unfortunately, this matter was brought to our attention well beyond that timeframe.
  Additionally, the service invoice was signed at the time of service, which confirms acknowledgment and acceptance of the charges. For these reasons, we regret to inform you that there is nothing further Rooter Xpress can do in this matter.
  We do, however, value your feedback and will take your comments into consideration as we continue to review and improve our processes.
  Respectfully,
  Rooter Xpress

• Initial Complaint

  Date:08/05/2025

  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.

  4-17-2025, I had reached out for a repair. The ********** said he thought I had a blockage in my plumbing, which was causing water to flood the second level in my kitchen and the water would flow down into my garage and flood whenever I used my brand new dishwasher. The ********** completed the repair on 4-18-2025, & I paid 1200 in good faith. It seemed like the problem was resolved & flooding began all over again in the same spot and Guice Services/Roto Rooter RPX returned to my home and the second ********** claimed the first ********** did not properly estimate the appropriate size pipes on 7-9-2025. He worked on the problem less than an hour and noticed that I had an open pipe under my sink. He did not share that information with me, but he did place blue PAINTER's tape around the opening. My home experienced the same problem 8-4-2025(this seemed to happen when I used the dishwasher). This time I asked for a supervisor and remediation. The supervisor came and took pictures, but no effort to clean up or send remediation. 8-5-2025, the kitchen area, dining room, and garage flooded again, but this time, everything came from the open pipe and it was full of debris and p*** They sent ********** #2 back to my home. He admitted that he had taped it, rather than repaired it. He told us this is a different problem and just like doctors sometimes fail to diagnose properly, they weren't responsible for the new problem. They wanted ************************************************************************************************************************** my garage (the lightbulb is full of water and my garage door opener apparatus is damaged too + I need drywall replacement and electrical repair). Technician #2 arrived at my home with 2 different sized caps for the open pipe and neither fit. There was no effort to make this situation right that didn't involve me paying more money. I got a second opinion and they offered to do the work for half of what I paid.

  

  Business Response

  Date: 08/08/2025

  Good evening *** ******,
  

  I am writing to follow up regarding the complaint you submitted to the Better Business Bureau on August 5, 2025.
  After consulting with our management team, we have determined that the issue identified on August 5, 2025specifically the sewage leak behind the dishwasheris unrelated to the previously diagnosed plumbing concerns addressed on April 17, April 18, and July 7, 2025. The earlier visits pertained to the repair of the drain hose located behind the wall where the dishwasher is mounted.

  
  On April 17, our technician, ******* ******, identified water at the discharge drain connection. He recommended capping the existing hose above ground and installing a new drain hose, along with a dishwasher-compatible P-trap system under the sink to properly direct the discharge.

  
  On July 7, 2025, you contacted our office to report that the plumbing repair had come apart, causing a significant ceiling leak. Our technician, ****** ****, responded to the service call, repaired the trap arm, and installed a longer tailpiece to resolve the issue. While completing the repair, he observed that an unused trap arm was uncovered and, as a courtesy, temporarily sealed it with painters tape to prevent sewer gases from escaping.

  
  On August 5, 2025, a manager and ****** **** returned to your residence to assess a new concern involving sewage leakage behind the dishwasher. Upon inspection, ****** determined that the open trap arm had been left unsealed by the contractor who installed the countertop and sink basin prior to your ownership of the home. Since this issue was distinct from the previous plumbing work we completed, a separate quote was provided for its repair.
  

  Please let us know if you have any further questions or require additional clarification.

  You can reach out to me directly by phone or email. My contact information is listed below. 

  
  Kind regards,

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

  Accounts Receivable Clerk 

  Phone: ************

  Email: **********************************************************************************

• Initial Complaint

  Date:07/21/2025

  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 2024 In March 2024 I called through YelpJay ***** of Rooter Pro Plumbing GA I had tested my well water and found it to be positive for bacteria of ***************** He came out and without any testing pressured me with fear tatics to purchase a ***** water filter. He informed me it was a reverse osmosis filter telling me he could put this is a swamp and 24 hours later drink pure water. the filter itself was large and he installed in my bedroom closet taking up 1/4 of the closet. He then drilled holes through the floor connecting it to my water intake as well as a hose to drain the water daily (100gallons) into my crawl space. I was not aware of that. A few days later I found standing water and a lot of it in my crawl space. I called him and he said calm down, its just a little water. He sent someone out the next day and he ran a hose outside my foundation cutting it off at the end of the foundation. This allowed the water to then seep back into the crawl space. I didnt call him again because he was incredibly rude and high pressure. I took a pvc pipe attached it to hose and ran the water away from my foundation. The reason Im sending this complaint is I recently found out from another plumber that this is a water softener, not one that removes bacteria. I called the company of the filter and they agreed. So now I have to pay someone else to come out and install a proper water filter for bacteria. *** ***** lied right to me. He also told me hed test my water after and did not. He just dumped a gallon of bleach into the well and said it would be fine. He also told me he had to charge a lot because he had to pay Angies List monthly to keep his ratings. I also give his name to a neighbor before I knew the truth. She said he was really rude, refused to help her unless she bought the ***** filter as well. She was smarter than me.

  

  Business Response

  Date: 08/07/2025

  We have carefully reviewed the details of this complaint and conducted a thorough search of our records. We have found no documentation or customer history that matches the name or circumstances described. Furthermore, Rooter Pro Plumbing GA was not in operation during March 2024, the timeframe referenced in the complaint.
  While we take all consumer concerns seriously and strive to uphold the highest standards of service and accountability, we believe this complaint has been submitted in error and is not associated with our company.
  
  

  Customer Answer

  Date: 08/07/2025

  I apologize to Rooter Pro Plumbing. I did indeed have the name listed incorrectly. The correct name should be Guice services,inc. Rooter ProXpress. Address listed as Norcross, Ga.  I found this on my credit card charge on March 24, 2024

  Again,I apologize for the mix up to the other company. 

  

  Business Response

  Date: 08/18/2025

  Dear ***** ******,
  Thank you for taking the time to share your experience. We are truly sorry to hear about the frustration and difficulties youve gone through. What you describe sounds very upsetting, and we understand how disappointing it must feel to discover that the system installed was not what you expected.
  We would like to clarify that our company is Rooter ProXpress, and we are no longer affiliated with *** *****. We regret that his actions have reflected poorly on your experience.
  Our policy allows us to review and address service issues reported within 30 days of installation. Had we been made aware within that time, we would have been more than happy to assist in resolving the matter.Unfortunately, as more than 17 months have passed and this is the first we are hearing of the situation, it is now outside of our ability to correct.
  While we cannot take further action in this case, please know that we sincerely apologize for the inconvenience you have faced. We truly value our customers and regret that your encounter with a former affiliate has caused such distress.
  
  ******** ******
  Accounts Receivable Clerk
  Guice Services Inc
  *********************************
  Office: *********************
  Email: ******************************************

• Initial Complaint

  Date:07/02/2025

  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.

  Review for Rooter ProXpress 1 StarWe called Rooter ProXpress on 6/29/25 because our septic tank was backing up. The technician who arrived acted like a know-it-all and refused to listen when I tried to explain how the septic access door worked. He insisted the only way to open it was to break concrete, which I knew was incorrectI had seen it accessed without issue in 2021.Instead of doing it properly, he pumped through an 8-inch *** pipe already installed on the house. He only pumped for about 20 minutes and removed mostly water, leaving solids behind. Because he didnt open the actual septic access door, he couldnt properly flush the lines and then tried to pass it off to a plumber for additional charges. On top of that, he damaged the *** pipe and left it cut and exposed.I called and spoke with a manager named *** who promised to make it right, but that was a lie. No one ever followed upeven after I called again to report the lines had backed up again. I ultimately had to hire another company who accessed the tank correctly, cleared the lines, and fixed everything.This experience was frustrating, unprofessional, and a waste of money. I feel scammed and would not recommend Rooter ProXpress to anyone.I paid ****** for him to pump water out no waste

  

  Business Response

  Date: 07/25/2025

  Please accept my sincerest apologies for the inconvenience caused to you. 

  I have made note of your complaint and will take the proper steps to investigate the situation further. 

  I will follow up directly with Mr. ******** for more information about his complaint. 

  Thank you, 

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

• Initial Complaint

  Date:07/01/2025

  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.

  We called rooter pro express to drain our septic tank and was quoted a price of $250 for a 1000 gallon pump and $350 for a 1500 gallon tank. Understanding its just a quote we ended up being charged ****** for 1000 pump. *** was the tech that was sent to pump our septic tank on 6/3/25 and after removing the lid he advised us that we would need to have filter replaced and an outlet baffle-*. *** left our residence without any notification that the job was complete in which we were not happy about. 6 days later our tank was overflowing again. We reached out to the office and explained to them of the issue. *** was sent back to our home on 6/9/25 with another tech and wanted to charge us $850.00. We were not okay with paying that. We got *** the manager on the phone only to be told the same thing. We explained to him that as my husband oversaw the job and that *** never installed the parts stated on the initial visit and we have been overpriced/overcharged for the job and was told that's the beauty of doing business in ******* that they can charge what they want. We have spoken to *** on 6/10, 6/11, 6/12,6/16,24 ****** and says **** was the owner. We have reached out to speak with **** and left numerous messages with Asia in the office and yet to have our called returned by him. We was told the price would be ******* but was charged *******. $200 more after receiving the bill. After going back and forth in pleading our case "just wanting to be made whole". They did offer to come and replace our field lines and apply what we have paid towards the price. However we do not trust them to do any more work for us, considering we still have our septic tank overflowing in our backyard even as today 6/30/25 We were told by *** that they would give us an adjustment of $1040 we countered with a 3053 adjustment only wanting to pay for the pump which "was" done by ***, only for *** to come back a week later refusing our counter and taking their offer of the $1040 off the table.

  

  Business Response

  Date: 07/25/2025

  Please accept my sincerest apologies for the inconvenience caused to you.

  I have made note of this complaint and will take the proper steps to investigate this situation further. 

  I will follow up directly with Mr. ******** for more information about his complaint. 

  Thank you, 

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

• Initial Complaint

  Date:06/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted this company to pump a septic at a property. I was told one price over the phone but when the actual tech came out I was quoted another price for repairs that they suggested were needed. I paid for the services and didnt receive a receipt. I had to request a receipt of the itemized charges. Once I received the invoice, I noticed I was charged for a few services and items I didnt receive. I contacted this company numerous of times for an explanation. I finally spoke with a field manager and he agreed that I may have been charged incorrectly. He stated he would call me back with a resolution and I still havent heard from him. I have since followed up via email requesting a partial refund and no response.

  

  Business Response

  Date: 06/18/2025

  Thank you for the opportunity to respond to this complaint.
  On the date of service, our technician arrived at the property and inspected the septic system. Upon uncovering the tank lids, it was clear that the system had been severely neglected for many years. The tank was overfilled with solids, and the drain field had started to fail, resulting in clogs backing up into the home.
  Our technician communicated this to the property manager and recommended a drain field treatment or system repair to properly resolve the issue. The property manager declined these recommendations and requested we proceed with a pump-out. The technician pumped the tank and cleared the main line to provide temporary relief. Due to the poor condition of the system and the refusal to proceed with long-term repairs, no warranty was provided on the work performed.
  The invoice also included an additional charge due to the tank being overfilled well beyond normal levels, which requires significantly more time and labor to service. This charge was discussed before the work was completed.
  We understand there was concern about pricing. Our customer ********************** team only provides starting prices for septic services typically beginning at $295 but this is not a guaranteed or fixed quote. Final pricing is determined by the on-site technician based on the actual condition of the system and the scope of work needed. All charges on this invoice were reflective of the systems condition and the services provided that day.

   At Rooter Pro Xpress, we take pride in delivering quality workmanship and take customer ********************** seriously. We remain committed to transparency, professionalism, and doing right by our customers.

  Sincerely,

  ********************** Pro Xpress

  
  

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23459986
  
  I am rejecting this response because: 

  I spoke with the field manager, ***, regarding the charges. He also questioned the charges as he stated he wasnt sure what the extra charges for equipment were for. He was supposed to call me back and give me an update and resolution. I never received a call back. I spoke with *** on May 30, 2025 around 9:45 am. No one from the business reached out to me to address my concerns. 

  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 07/25/2025

  I am currently reviewing the details of this complaint and have reached out to ****** ****** directly for more information. 

  I will follow up with Ms. ****** with any questions and/or information requests and updates on the status of resolution. 

  My direct contact information is: 

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

  Accounts Receivable Clerk

  Email: ********************************************************************************

  Phone: *********************

  Thank you for your time. 

   

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23459986
  
  I am rejecting this response because:
  I was contacted but told they would look at file, call me back or update the BBB. I havent received a call back and this issue hasnt been resolved. 
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 08/05/2025

  Good morning *** ******, 

  I hope you are doing well today. I reached out to you by phone on 7/25/25 at 11:31am to speak with you about your complaint.

  Unfortunately, you were not available and your voicemail was full. 

  Is there a good time this week I can call to follow up with you about your complaint? 

  You can reach out to me directly also. My contact information is: 

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

  Phone: ************

  Email: **********************************************************************************

  I look forward to speaking with you. 

  Sincerely, 

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

  Customer Answer

  Date: 08/12/2025

   
  Complaint: 23459986
  
  I am rejecting this response because: I was supposed to receive a callback with a resolution from the business on August 8, 2025 and I havent heard back as of yet.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:06/11/2025

  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.

  We had them out to pump septic tank. The worker who has since been fired told us over 6000. In which I was not home but he did a credit in my name for the service. Been dealing with the same issue now for six months. They came out pumped out again telling us another 5000. In which they charged the account over another 1000. To do that. We had a plumber and electrician come out and paid them and they said the septic was still the issue. I have emailed with a response someone will be calling but no one has. We dont have another 5000. Dollars when the issues was not fixed in the beginning. After over 7000 I thought they should have stood behind their work.

  

  Business Response

  Date: 06/18/2025

  Thank you for bringing this matter to our attention.
  On December 23, 2023, our technician, ****, performed work at the customers property that included replacing the septic pump and oxidizing the distribution box. During this visit, the customer was advised that installing the pump without a piggyback float switch would void the warranty, as it was essential for proper shutoff functionality. The customer chose to proceed with the installation without the piggyback, fully aware of the risks involved.
  On April 5, 2024, we returned to the property after the pump failed. Our technician JJ diagnosed the failure as a result of the missing piggyback float, which caused the pump to remain running continuously. ** recommended that the customer replace the pump and install a GFCI outlet to ensure safe and proper operation. The customer initially agreed to the proposed repairs and submitted a $1,100 deposit. However, they later canceled the follow-up appointment, and no further work was performed.
  We understand that ongoing septic issues are frustrating, and we are sympathetic to the customer's experience. However, the issues encountered were directly related to the decision to proceed with the pump installation against our professional recommendation. Additionally, the second visit and proposed solution were not completed due to the customer canceling the scheduled work.
  At Rooter Pro Xpress, we strive to provide clear communication and high-quality service. If the customer would like to revisit the proposed repairs or explore alternative solutions, we are more than willing to work with them to find a path forward.
  Sincerely,

  Rooter Pro Xpress

• Initial Complaint

  Date:06/09/2025

  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 am formally demanding a refund of $900 for plumbing work done by Rooter ProXpress technician ******* on June 5, 2026, plus $2,500 in lost wages and $291.93 in lodging after he made our toilet unusable and left behind toxic fumes that forced us out of our home.We contacted Rooter ProXpress for what appeared to be a minor leakmaybe the size of a silver dollar. Without any diagnostics, ******* warned of worst-case scenarios and pressured us into agreeing to a $350 ****** replacement. Minutes after lifting the toilet, he claimed it was a much bigger issue, quoted over $2,000, then offered to do us a favor and patch it up for $900.We agreed under pressureit was our only toilet, and we had HVAC work going on in the unit as well. He left for almost four hours, we had to call Rooter ProXpress who told us he went to ********** for parts (it's a mile drive from our house) returned hours later with a ****** from **********, asked to use my tools (his battery died), and continued pressuring us on the $2,000 job, saying the pipe being at a 45 degre angle was the issue. He sloppily reinstalled the toilet, left the toilet floating an inch above the floor, crooked (leaning to one side), dumped high odor caulk all over, and left in a rush saying this is all he could do leaving our bathroom trashed. The result: a non-functional toilet that if you sit on it the ****** will break. We contacted Rooter ProXpress againthey said someone would come. No one did. They said management would call - ****'t happen. Days later, I went to ********** myself and found a 45-degree flangeexactly what ******* claimed didnt exist to upsell a job we never needed.The original $350 repair became $900 for a worse outcome. We were lied to, pressured, and left without a working bathroom for six days now. The company has ignored all follow-ups, including a formal letter and in person drop off. Seeing other similar BBB complaints, we feel deceived and want justice.Thank you.

  

  Business Response

  Date: 06/16/2025

  We appreciate the opportunity to respond to this complaint and clarify the facts surrounding the service call on June 5, 2025. At Rooter Pro Xpress, we are committed to providing quality service, transparency, and customer satisfaction. We take all feedback seriously, including allegations we believe to be inaccurate or misleading.
  Summary of the Service Visit:
  The customer contacted us due to a visible leak around their toilet.
  Upon arrival, our technician, *******, inspected the area and identified a compromised toilet ******, a common cause of leaks in this situation.
  A repair estimate of $350 was provided and approved. After removing the toilet, it became evident that the ****** was severely deteriorated and installed at a difficult angle, requiring more extensive work than originally anticipated.
  The customer was promptly updated with the new findings and given repair options, including a permanent repair option.
  At no point was the customer pressured or misledour technician clearly communicated the risks and limitations of each option.
  The customer chose the less costly temporary "patch" for $900, which was completed the same day using appropriate materials. The ****** used was sourced from a local supplier and installed per industry standards.
  Claims of toxic fumes, uninhabitable conditions, and a floating toilet were not reported during or immediately after the visit. When the customer later contacted us, we expressed a willingness to send a technician back out if he wished to proceed with the permanent repair. However, the customer insisted that the follow-up ********************** be performed at no cost, despite having been informedboth verbally and in writingthat the previous work was a temporary solution performed without warranty at the customers specific request.
  Additional Clarification:
  Once the toilet was lifted, our technician immediately observed that the existing toilet ****** had been previously damaged due to improper installation. It was not securely mounted to the floor, and the drainpipe configuration was not up to standard. The technician informed the homeowner that the proper and permanent repair would require removal of the existing pipe and installation of a new section along with a correctly positioned ******. He also explained that the current fittings had been installed too high and incorrectly, contributing to the issue.
  The homeowner acknowledged the severity of the problem but indicated that he could not afford the full repair at that time. As a result, he requested that our technician attempt a temporary solution to restore basic toilet functionality until he could move forward with the permanent fix.
  Our technician clearly communicatedboth verbally and in writingthat a temporary repair would not carry a warranty and may not hold up over time. Our technician expressed concern over this approach but honored the customers request after being reassured that the homeowner understood the risks. As a gesture of good faith, the technician also offered to apply a discount toward the future permanent repair when the customer was financially ready to proceed.
  These terms and disclosures were documented on the invoice summary, which the customer reviewed and signed.  I have attached the signed invoice as evidence. At no point was the customer misled or pressuredhe was fully informed of the repair options, associated limitations, and future opportunities to resolve the issue properly.
  We welcome the opportunity to work with Mr. ******* to complete the appropriate long-term solution and would be glad to provide him with a revised estimate at his convenience.
  Conclusion:
  Rooter Pro Xpress stands behind the work completed on June 5, 2026. The technician acted professionally, performed a necessary repair, and gave the customer multiple options to proceed. The customer approved the selected repair with full knowledge of its scope and limitations. The work performed was approved by the customer prior to work being done and customer understood the risk of doing so.
  We regret that the customer is dissatisfied, but we strongly disagree with the narrative presented. We remain open to constructive resolution but cannot issue compensation for unsupported or exaggerated claims. Again, we welcome the opportunity to work with Mr. ******* to complete the appropriate long-term solution and would be glad to provide him with a revised estimate.
  
  Sincerely,
  
  

• Initial Complaint

  Date:04/07/2025

  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 attempted to replace a toilet i purchased and it was not done correctly. When i tried to call them on it, the never returned my call. When i finally spoke to someone they spoke to me like i was stupid and suggested i do a ****** search and the plumber (another contractor) that explained their mistakes did not know what they were talking. Despite the fact they installed the toilets perfectly with no issue. They refused to make it right to my satisfaction. They are overpriced, nickel and dime you to death and have the absolute worst customer **********************. So if you are looking for a shady contractor who doesn't do good work, will "scam" you out of your money and provide the absolute worst customer ********************** then i would say this the contractor for you. If you are looking for a good and reputable contractor that will do good work and provide good customer **********************, i will have to tell you like the tech they sent out to try to fix their mistake.... "You are better off hiring someone else". They provided a contract which says they are to fix any issues as long as i reported and i did. The tech they sent said they would give a partial refund and for me to find someone else and did NOT honor their contract

  

  Business Response

  Date: 04/24/2025

  Mr. *************** have received your complaint, and first, let me apologize for the lack of communication to properly address your needs/concerns. Here at Rooter ProXpress, we do take our customers needs with great pride and we do also stand by our work and guarantee. Being that some of your statements are "hear say" per se, I am not able to know exactly what was said to you and vice versa. We do not give "base estimate pricing"over the phone due to the fact that if we give a price it may be higher or lower that what the nature of the repair or service that is rendered really may be, that is why we like to come out in person and meet with our customers and see the issues and needs at hand. I cannot confirm what was allegedly said to you by the other ********** that had come back out to your home, nor can I confirm what was allegedly said to you by the other plumbing company that you had come to your home to install your second toilet. I did not see your written request for concerns and issues per the Repair Clause. I have also attached the screenshots from your client files and ********** notes that show the 1st ********** had to replace a part that was supplied w/the toilet you wanted installed. I have attached the notes stating you had offered the second ********** that you claimed told you to find someone else to complete the repairs that you would pay $200 to do the work on the side for you. I cannot agree or disagree with what the other plumbing company said or did not say. I do not know the location of the second toilet and what the surroundings may have been to be able to understand the results from the other pluming company.*** offered you a plumbing safety inspection that you declined at the time of service. We came out on 12/28/2024 and then returned on 1/4/2025 with a different ********** per your request. I cannot claim or deny that any broken piping was from the **********, but we had the obligation to correct all of this and were not allowed to. We needed  I will pull all of the recorded phone calls and investigate this and listen to everything and I will correct the issues both internally here with our staff and externally as well to prevent this from happening again. *** was not allowed to correct the issue to your satisfaction.We have the obligation to correct the issues per the Repair Clause and we were not allowed and could not come to a written agreement due to the fact we were not allowed. I support the Operations Manager in offering to give the refund of $520 which is 50% of the original invoice total. I do not think this is truly about the $45.00, what I feel it boils down too was the customer ************************************ and making sure your service needs were met. Every service/repair ********** in many different fields all have their opinions and ways that they will do a repair or inspection because of their skill level or what they have learned over time etc I cannot validate what the other company said or did for you. My responsibility as a business owner, just like you, are to grow and improve and I will work with my team to improve to ensure our customers get the *********************** that they need and feel that they were treated appropriately. I genuinely apologize for the poor communication that you experienced. 

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23173466
  
  I am rejecting this response because:
  

  For one, i did give RPX the opportunity to fix. It was ***** **** ************** that opted not to correct. I did not say it would cost $200 to fix. That is "hear say" and 100% completely incorrect. I hand delivered aletter which received no response. When i would call to speak to manager, i was often told by *****, ****** or ******* someone would callme back. When i finally did reach a manager, He was nothing but rude and not willing to listen to as to why i feel the refund issue was shortthan what i felt i should receive. *** did not do the work correctly. *** did not want to correct due to the fact there was a standard set by another contractor and i insisted it be fixed.

  Lastly, it is about the $45. I don't care if it were $1. I don't feel RPX did the work i was charged for and i want it back.

  It is very sad that i had to go thru all of this just to finally get a response. Again, i HAND delivered the letter to ************* where i was told it would be scanned and emailed to ****** ******. No response after 2 weeks after i was told write the letter and i would receive a response in writing with 7 days. I waited 2 weeks and still no response at all from *** until today. I work hard for each and every dollar I earn. I refuse to just give it to someone who did not earn or do the work. Your tech opted not attempt repair, that's fine.... I found a better contractor that fixed the your tech's mistake.

  $45 was more than fair considering the inconvenience i experienced and the fact i still had to make repairs to the wall your tech damaged in an effort to repair the pipe he damaged. You can say you don't know for sure he did it or not. Well i will say this, i had NO leaks or broken pipes prior to the visit. I know for a fact he did NOT drain the water in the pipes inside of the house prior to attempting to replace a shut-off valve. Multiple ****** articles i found all say this should be done. Your manager tried to speak to me like i am stupid. So yes, I want my money. *** did not complete the job without leaks, made basic mistakes, and charged me to fix those mistakes.

  Lastly...

  Why does your website say "free estimates" however when i contacted RPX (referred by ****) was i told it would a fee to come out and if i choose not to accept the price, i would still be liable for that fee?

  That is not a free estimate in my opinion. In fact, it was just pressure on the homeowner to use you as a contractor. The least RPX could do is do the job correctly and to my satisfaction. Please tell me how does free estimates require a few if the estimate isn't accepted? Newsflash, That's not a free estimate (in my opinion)

  I will end with this, had someone simply gave me the $45 6 weeks ago when i informed the refund was not sufficient, we would not be at this point. I can assure you. What is $45 for a company? Why not give it when all i was asking for a refund of the additional items. A good business would say, "fine, here is the $45, good luck to you in your future endeavors" and i promise, i would not have gone thru this.

  Thank you for your response. I appreciate that someone from *** finally took my complaint serious and took the time to at least respond.

  I also attached the letter i submitted to **** in response to my open complaint.

  
  Sincerely,
  
  Tokey Arojojye

• Initial Complaint

  Date:04/03/2025

  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.

  Rooter ProXpress If I could give this company a zero I would. I had ****** S replace a water line underground that ran into my basement paid over $4500 on December 20, 2024. On March 10, I called Rooter Proxpress to let them know heavy rain came through the foundation wall around the water line were the pipe was replaced by ****** and this flooded my basement, extreme costly damage. March 11, ****** comes out to the house and patch cement around the pipe in the basement and leaves, never acknowledged his faulty workmanship caused so much water damage in the basement or never looked underground if the sealing around the pipe in the ground was properly seeded. I looked at the invoice ****** turned into his office he did not annotate work performed on the invoice but writes that water entered the foundation wall due to gutter too close to ******** sorry but common sense, if the pipe was sealed correctly from both sides of the wall, no water should leak through when ****** replaced the pipe. The worst of this situation is the lack or no response from anyone in authority, I called 11 times, between March ***** and spoke mostly to ****** and had to explain each time what happened, sadly she sound on the phone with no concern or empathy. I have over 30K of water damage and Rooter ProExpress never admitted fault but ****** blame the gutters, unbelievable. The last time I spoke with ****** I asked if a supervisor could call me, never heard from anyone. I even talked to ****** and asked about the invoice and his write-up, he lied and said he would correct the invoice never heard from him. This issue is not resolved and this company will not respond.

  

  Business Response

  Date: 06/02/2025

  Ms. ******,

   

  I apologize for the lack of communication. Please reach out to me directly, and let's discuss the issues at hand, and if the damages are that severe, I can get start an insurance claim to assist with the costs. I do apologize for someone not reaching out to you directly, please do not hesitate to contact me directly.

  
  Sincerely,

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

  Customer Answer

  Date: 06/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this is a start for resolution. 
  

  The issues are not resolved at this time  but I will contact ***** ********* to discuss how to proceed with resolution.
  
  Sincerely,
  
  ***** ******