ComplaintsforRoto-Rooter Plumbing & Drain Services

• Initial Complaint

  11/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Nov 8 roto rooter came to house to ‘unclog’ the drain from the clothes washer. At the time I called for the appointment I explained another plumber business had come out and unclogged the drain a bit and didn’t have the ‘bigger’ snake on truck to use. (They are expensive and not on every truck, another service run would have to be made and another fee would apply). I said at that time of appointment that the bigger snake was needed. RR came on the 8th. Couldn’t get drain to overflow. No snaking or drain work. I had previously put 2 gallons of draino max gel. ( probably temporary fix). On the 26 I got video of drain overflowing. Called roto to come back with snake. Yesterday they came back, Since I requested heavy duty equipment and first plumber didn’t check for clogs, I think there should be an adjustment to charges. I paid $100. 30 day warranty? No pipe or drain check first time. Yesterday heavy equipment used, pipe was clogged with hair and lint. $180. “ I’m paraphrasing don’t know why ____ didn’t check the pipe’. Plumber said as he was leaving and writing up invoice. I called this am to talk to a supervisor and ***** wanted the info to heads-up the super as she “might be busy”. I told her. “ “YES.” all charges were correct.” Was her response. I didn’t try any further to talk to anyone, however, I told her I would put a warning on the neighborhood blast. I hope this is not the way they do business. I have had service with them before and was pleased. Now? ***** ***** is the office manager. ************. A refund of $180 is what I’m asking for. **************************************

  

  Business response

  11/30/2023

   

  Good afternoon,

  after reading the customers complaint It seems as some of the information is missing. Roto-Rooter was called out to the customers home for a clogged washing machine drain line on 11/8/23 Our technician, could not get the washing machine line to back up she was only charged a diagnostic fee a fuel charge, and sold a drain care product that would not harm her drain lines. She was also giving a 30 dollar discount. There was no warranty on this service order. She sighed the invoice acknowledging her satisfaction with what was done paid the invoice in full and invoice was then emailed to her. Again on 11/28/23 Roto-Rooter was called back out to the customer once again Laundry line backing up again we sent a technician out to the home this time the line was able to be cabled technician pulled back lint, hair and other laundry debris. the customer was charged correctly for the drain cleaning, fuel charge she was also given a 30 dollar discount on this service and given a 180 day warranty if this line backs up or is clogged again in that time frame. There is no refund to be given per our General Manager ** ****. 

   

  Thank you 

  Customer response

  12/04/2023

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

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  11/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10-9-2023 I encountered a "main line" blockage in the plumbing in my home. I had a plumber come out, from Roto Rooter, at the emergency rate of $398.00. I paid this, but come to find out the plumber told me he cleared the entire main line, but that was a lie. He just made the blockage worse for the future. On 11-4-2023, less than a month later, we now had water spewing into our basement, from yet another "main line" blockage. We had to pay another emergency rate of $85 for them to come out and attempt to auger the "main line." While the plumber, ****, was there, his supervisor ( as we heard the phone call) stated "just tell them you ran the whole line to cover your ass." We were told the problem was fixed, so we paid. When I asked for a receipt, **** went to his van out front. While he was presumably getting a receipt, we flushed a toilet and more water than before spewed out of the hole. We ran outside to ask for help and he said " I can't help you anymore" and literally pulled away in his car. I called Roto Rooter to ask for help, and they said only **** was on call so they could not help us. I asked for my money back, since he made the problem significantly worse, not better. Since water was flowing into our basement, we had to call ANOTHER emergency plumber, who had the initial problem fixed within 30 minutes and he showed us that the original 2 plumbers did not run the "main line" that I paid for AT ALL. Not to mention that during this process, in our brand new renovated bathroom (less than 2 months old), completely ruined our grout and stained our tub and toilet. Which I have photos to provide upon request. I initially wanted only my $85 back, but now I feel quite upset and used by this company so I request all payments made to be refunded. This company is not helpful at all. The initial plumber even stated to me that he "works on commission" so they like to uncharge customers for more money. I can provide more information and proof upon request.

  

  Business response

  11/21/2023

  We have responded and taken care of any issue she had. I spoke with her and after we explained the situation she had and we also went back to her and completed another job with a camera and showed here the actual problem she had she agreed to take down or remove the BBB post and was a satisfied customer. So i hope she gives us a good rating and does as she said about the removal of the post

  Thanks ** ****

  Customer response

  11/21/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****-**********

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

*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. ↩