ComplaintsforRoto-Rooter Plumbers

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When we moved into our house about 2 months ago, we noticed that the upstairs sink gurgled when the toilet was flushed and also had some odors at times. I called Roto Rooter to come out and fix the issue. They arrived and took some info and said the "sewer line needed flushed/cleaned out." They "cleaned" out the sewer line outside and after said the line was actually really clean and they would need to go back to the office to get their camera because they didn't bring it to diagnose further. They charged $280 for the clean out of the line that wasn't the issue and another $280 to go back to the office and get their camera to come back out which made no sense. They came back and used the camera and couldn't figure out the issue, which seemed very incompetent. They said the issue was likely from the roof vent being blocked but the guy said he was afraid to get on the roof. They then sent out a different crew about a week or so later and said the vent pipe was blocked and needed "hydro jetted." They said this would fix the issue and charged me an additional $720 to hydro jet the vent. The guys did this and still didn't fix the issue. They then told me that they would need to tear into my drywall and have the vent pipe either repaired on replaced which would be thousands more. The crew said they would be getting back with me on a quote and never did. The company seems to be only interested in price gouging me on issues I don't understand.I have now spent almost $1300 to fix an issue that should've been fixed when the first crew came out and still the issue isn't fixed. This is ridiculous and negligence.

  Customer response

  05/10/2023

  From: *********************** <*********************> 
  Sent: Wednesday, May 10, 2023 3:09 PM
  To: ************************* <***************************************************>
  Subject: Fw: ********
  
  Hello,
  
  
  I am writing to let you know the business, Roto Rooter, contacted me outside of the BBB complaint and took care of my issue. With this I would like to positively close the complaint ********.
  
  
  Thank you,
  ***********************
  

  
  

• Initial Complaint

  05/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called the company to have a service performed at my rental property. I explained what I needed and that I needed it completed as soon as possible. The office person scheduling the work gave me a date a week out. I asked her if there was any date any time sooner as we needed the work done as soon as possible. She asked me to hold on and then told me that she could send her guys out two days from the day that I was calling. I thought that this was wonderful as this problem needed to be resolved right away. When the technicians arrived, they were there to do a service that had been done by 2 other plumbing companies and was not what I had called to have done. When we explained that we did not need this done again we were informed that we were told that we would be charged a fee of over $200 just for them to show up and if the did not perform any services that day we would be obligated to pay this fee. It did not matter that the crew that we had requested did not show up. When I called to speak to the office scheduler's supervisor or the owner, she informed me that the owner was not available. I left a message asking for the owner to call me back. The owner never called me back. I called back again. The office person that answered the phone stated the owner had gone home over 3 hours ago and that she had given her my message. I feel like this is the most unethical practice I have ever heard of. In light of Covid and people getting taken advantage of this is just heinous. My renter did not deserve to have her day ruined like this. We were trying to get this problem taken care of before the holiday but this is not going to happen thanks to the office staff deciding to make decisions without talking to us first. I would greatly appreciate it if this lady would have to apologize for the inconvenience she has caused.

  Business response

  05/28/2022

  The attached letter was sent to the email on file as seen in the screen shot.  Also, a budgetary proposal was provided with the letter.  

  During the call to schedule, the customer provided limited information concerning a failed sanitary line.  The *** was able to determine from the call the location of the access (basement).  She also asked how services would be paid and was informed the customer would be on site. Because the access was in the basement, the *** quoted the minimum service charge for two technicians, required to move equipment into the basement. The caller was informed the technicians would evaluate the service and provide firm pricing, if they chose to have the work performed, the minimum service charge would be waived, and it would only be the cost presented.  When the technicians arrived they were met by the owner, not the caller, and learned of the other plumbing companies attempts. The owner inquired about our hydro-jetting service, and thought the technicians would have had it with them. The lead technician explained how he was dispatched and immediately contacted the supervisor because of the basement access and hydro-jet request.  The supervisor informed the technicians he would not allow the technicians to jet a blocked line from a basement access, and the property would be better served by installing an outside access.  The owner was provided options and chose to have our technicians attempt to clear the line by mechanical means.  My suggestion was to gather information so an excavation proposal could be provided.   There is no special crew, the technicians assigned to the task were the ones dispatched. 

  The message from the caller was delivered to the owner, who passed it on to me, since I was aware of the situation.  I spoke to the *** to learn how the appointment was scheduled since the caller insisted she requested jetting. The *** knows jetting from a basement requires a signoff from a supervisor before scheduling, so it was obvious the request was not made.  Ths would have prompted a conversation, which would have began with an inquiry why they were requesting such a costly service, since we had no prior contact with this property. This is when we may have learned other companies had been there, unsuccessful, and probably suggested the process.  Which I assume they do not have full knowledge of the limitations of the process because they do not provide the service. Why the owner decided to more than double the cost of the minimum service charge, and just accept an excavation proposal, was puzzling to the technicians. An excavation proposal was provided by email with an explanation of my investigation of the complaint.  We did not inconvenience the tenant, only excavation was going to return service to the sanitary line, which should have been scheduled from information gathered by the previous companies, prior to calling us.   

• Initial Complaint

  03/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I just bought a house and part of the agreement was to have the plumbing addressed per the inspection report. The seller had an estimate done and gave me the money for the estimate. I called roto rooter to do the repairs and sent them a copy of my inspection report and they said they still needed someone to come look at it but the $315 theyd charge me would go toward the work theyd do. I asked them over the phone and then again in person if the estimate came back higher than the one the seller did, if I could get some of the more important things addressed, both times roto rooter told me yes. The estimate came back thousands more than the original estimate so I asked if they could just address the the more important things and he told me no; he would do all or none of it, which is inconsistent with what he told me the day before, prior to me paying him. Its also inconsistent with what was told to me over the phone prior to scheduling the estimate. Had I known that they would refuse to do part of the work, I wouldnt have scheduled them. But since they told me they would, I would like them to either stand by their word, or refund me the amount for the inspection since it was done under false pretenses. The plumber also told me theyd have to drill through a wall to install shutoff valves and didnt even check behind the door in the bathroom to see there were shutoff valves already there which he had already added to his estimate. There was also a small leak in that bathroom after he left that wasnt there before he came. Id just like my money back from the estimate on the grounds they told me I could have some of the work done prior to me agreeing to the estimate and then completely changed after giving me a much higher estimate despite finding nothing new or different from the inspection report that included everything that needs repairs.

  Business response

  03/18/2022

  We have both recorded conversations and emails prior to scheduling your appointment for an estimate.  It was made clear to you, on more than one occasion, that an estimate could not be developed without a site visit.  The report and photos could not, nor did it, represent the plumbing deficiencies.  You were quoted the exact amount for our plumber to visit the property, build a material list, and provide a proposal.  You were given an allowance to repair the deficiencies by the seller, based on another estimate.  I am unsure who obtained the estimate which provided the allowance, but if it was the seller, then it could have been lowballed. It was obvious you were looking to conserve this allowance, or you could have just worked with the contractor who was familiar with the property. This became more obvious when you called after receiving the proposal and wanted to concentrate on just a few, but not all, of the issues.  As our plumber explained to you, this was an all or nothing offer, for several reasons.  First, we would be involving the building department, where we would be obligated to make the corrections.  Second, the hodgepodge which is failing now would remain a hodgepodge.  Therefore, you would try to hold us accountable for any issue which developed afterwards, like the small leak in a bathroom you stated he did not investigate. Your plumbing needs replaced and repaired. You received the service, at the price you agreed to.  And now, you have the choice to accept or reject the proposal as written.  No refund will be considered     

  Customer response

  03/18/2022

   I am rejecting this response because:
  
  ******* up your recorded conversation and see that on not 1, not 2, but 3 occasions I made it very clear that I wanted to have that work done separately and that was acknowledged by you each time and at no point until I got the proposals, did anyone tell me that wasnt possible. I would not have paid for you to come out had you told me you wouldnt do the work incrementally. You knew I wouldnt have had you come out if you didnt agree to doing the work by order of priority so you told me what I wanted to hear to get my money, and changed your stance after you collected. Its bad business practices to tell me one thing before accepting my money and telling me something different after. I would not have had you come if you wouldnt have agreed to do the work in order of priority. Even your plumber agreed twice in person that could be done. I made that very clear. 

  Business response

  03/22/2022

  I do not need to listen to the recorded calls again or read the emails. An email which was very specific as to the cost for ************** to come, whether we did work or not, was sent prior to our keeping the appointment. This was meant to discourage, since the office was concerned with the previous conversations with you.  There was no deception, and the proposal was given in whole.  It is a little of this and of that over the life of the structure, the reason the plumbing is in such disarray. As a reputable contractor, who is in good standing with the building department and our insurance carrier, we will not tarnish ourselves over your wishes.  My position stands.
  

• Initial Complaint

  08/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roto Rooter was contacted 7/26/21 to snake a drain. They did not complete the service and charged my mother ******. I have tried to resolve the issue, telling them that the drain for the home is still plugged. To which their service personnel replied, named ***** we never know if we are getting into when we go to a residence. He has assured me this is normal practice to not be able to complete job and still charge for the service. I understand that they should receive payment for trying, but not the full amount. I will attach a copy of the work order

  Business response

  08/07/2021

   I am sorry if our service fell below your expectations.  When cleaning drain lines, we work on flatrate pricing.  Our technician arrived andevaluated the failure of the sanitary system, finding it was the main lineleading to the municipal system. He searched for an external access withoutsuccess.  He determined the only viable accesswas located in the basement.  Hecontacted the office and a second technician was sent to aid with the equipment.  Not only was the stairway narrow and steep,there was not an open path to the access.  He presented the price to manipulate the contents in the basement, gainingaccess to the sanitary system, and then attempt to clear the blockage by mechanicalmeans.  When the second technician arrived,and a path was completed, they began the task of working on clearing theblockage.  After multiple attempts, usingdifferent blades, they were unable to establish positive flow.  As explained, the next step would requireexcavation to physically remove the compromise. 
  When you spoke with the technician he expressed it was notuncommon for a mature property, with no known maintenance, to require more aggressiveservices.  The time spent attempting toreturn service to the property was the same as if they had been successful.  There was never a guarantee of success, sincethe line failed for unknown reasons. Therefore, the charges remain for the servicerendered, and are considered within the proposal to solve the issue.  A proposal was given to use equipment tolocate the compromise to better understand what would be needed to excavate.  Being a duplex, it is difficult to managewhat is introduced into the line, such as, the cloth like wipes removed duringthe service.  Therefore, installing afull service outside access would provide the means to make the lateral moredependable.  Continuing work from insidewould be a waste of resources.

*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. ↩