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: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:06/11/2025

  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,
  
  ***** ******

• 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,

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