Complaints

This profile includes complaints for Roto Rooter of NH's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Roto Rooter of NH

  862 S Porter St Ext Manchester, NH 03103-3175

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  Roto Rooter of NH

  PO Box 4665 Manchester, NH 03108-4665

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:02/07/2025

  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.

  On Thursday January 9th, 2025, I contacted your establishment regarding a backup in my basement bathroom. Your technician arrived that afternoon and determined that the sewer pump needed to be replaced. He stated that he would return on Friday January 10th, 2025 to replace the pump. On Friday the 10th, your technician returned and instead of replacing the pump he repaired the pump. He assured me that this repair would hold, and we would be all set, and charged me $383. Less than 48 hours later, the pump malfunctioned again (mind you after this so-called repair) causing water to back up into both the bathroom and laundry room of our basement. This caused water damage on our floors, in our walls and will possibly lead to mold in our home. When I contacted this establishment that same day, I was told that someone would call me on Monday the 13th to coordinate coming on site. A technician did not arrive until the 14th and then replaced the pump to the tune of another $976.60 - for a total spent of $1359.60. Technician on the 9th originally quoted me about $925 to replace the whole thing (including labor). I have tried unsuccessfully to get retribution for this error on your part. Our homeowner's insurance is only covering a portion of the repairs which our contractor is stating are close to 15K total once we pull out flooring and walls and replace everything, including mold remediation. We are looking to be compensated for the damage caused by the negligence of your employee as on Friday 2/7/25, after multiple attempts to contact this business, you stated that your insurance did not deem your negligent, although the water damage was a direct result of the repair of the pump, not the replacement. In addition, don't you warranty your work? If so, this damage should be covered by your company in good faith.

  Business Response

  Date: 02/17/2025

  1st let me state that I understand your position and feel bad that you have had water damage. The 1st time the Technician was on site was 1/9/25. As stated in your 5 *********** review of the Technician, you were provided with multiple options on this visit by the Technician (*****). It appears at this time you chose the option to try to see if the pump could be repaired. You initialed the work order indicating your approval for the work the Technician recommended.  The Technician removed the pump and found debris in the pump which is not uncommon for this type of pump. The Technician cleared debris from the pump. He then tested the pump and it was working at this time, you signed the work order again indicating your approval of the completed work and that the pump was working when the Technician was finished. Due to the nature of these types of pumps, and based on what goes into them we don't guarantee these kinds of repairs. As noted on the invoice. Unfortunately, in a short time the pump failed again. At this time you called and the Technician was scheduled for 1/14/25 to come out and ***** the situation. At this time you elected to replace the pump. The Technician replaced the pump. The Technician did not charge the full price of a sewage ejector pump. The Technician gave a credit for the 1st call, However he did not indicate that on the invoice properly and should have been more clear on that. I will have a discussion with all of our Technicians in regards to their verbiage on future invoices to make sure that it is clear what the full price of the job would be and whatever credits or discounts are being applied.  I'm sorry for your situation, However based on the type of pump and the material handled by these types of pumps again we can not guarantee them because we have no control of what goes into them. You would be amazed at what people flush.

  Additionally on 1/14/25 our Water Restoration Technician was dispatched to your home at no cost to you to ***** the water damage, He took several readings and multiple picture of the damage at this time you elected to go with a different Contractor for the mitigation and repairs. As a mitigation contractor we do not do rebuilds as we feel it is a conflict of interest. It has been our experience that contractors who do both mitigation and rebuild tend to mitigate more than necessary so they can get more money on the rebuild. How do (We) know which damage is from the 1st incident and which damage is from the second incident? In closing we fail to see how the failure of a mechanical device  we have no control over can be our responsibility. 

  Respectfully,

  **** ******

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22914160
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 02/18/2025

  Here I will provide a rebuttal to the businesss response to my original BBB complaint.
  The 1st time the Technician was on site was 1/9/25. As stated in your 5 *********** review of the Technician, you were provided with multiple options on this visit by the Technician (*****). It appears at this time you chose the option to try to see if the pump could be repaired.
  This is correct in the date they were onsite However, at no time was I given an option for repairs. The technician (after he found where the pump was located) told me and I quote I will be back tomorrow to replace the pump. At that time, I asked approximately what that would cost and he said, about $925.00. He then called his dispatch, and they coordinated him being on site the next day 1/10/25.
   The Technician cleared debris from the pump. He then tested the pump and it was working at this time, you signed the work order again indicating your approval of the completed work and that the pump was working when the Technician was finished.
  That is correct it was working at that time. When the technician came upstairs into my kitchen and stated he repaired it, I asked him if we would be good! To which he said yes and that he would even give me a 90 days warranty on this which I do not believe he told his supervisor about. He stated that this was a more cost effective option and saved me the cost of the pump. Because of this interaction, YES, I gave him 5 stars why would I not trust a business professional who is supposed to do good works word? This is what you technician told me that we were fine!
  Unfortunately, in a short time the pump failed again. At this time you called and the Technician was scheduled for 1/14/25 to come out and ***** the situation. At this time you elected to replace the pump. The Technician replaced the pump. The Technician did not charge the full price of a sewage ejector pump. The Technician gave a credit for the 1st call, However he did not indicate that on the invoice properly and should have been more clear on that. I will have a discussion with all of our Technicians in regards to their verbiage on future invoices to make sure that it is clear what the full price of the job would be and whatever credits or discounts are being applied.
  Yes, I called, on a Sunday 1/12/25, and had to wait 2 days before you came out on site.
  I did not ELECT anything This time, the technician, ****, did what he said he was going to do on the 9th of January and replace the pump. There was no election of anything
  Yes, you are correct, he did not charge me labor, However, I had already paid $383 for a repair that didnt work and that I didnt need in the FIRST place, and on this second visit was charged well over the $925 I was verbally quoted by your technician.
  
  Additionally, on 1/14/25 our Water Restoration Technician was dispatched to your home at no cost to you to assess the water damage, He took several readings and multiple picture of the damage at this time you elected to go with a different Contractor for the mitigation and repairs. As a mitigation contractor we do not rebuilds as we feel it is a conflict of interest. It has been our experience that contractors who do both mitigation and rebuild tend to mitigate more than necessary so they can get more money on the rebuild.
  I was never notified by ANYONE at your establishment that Water Restoration was being dispatched to my home, nor was there going to be a cost for that. Your company took it upon yourself to send someone here on site without my prior authorization or approval.
  At no time did I witness your Water Restoration Specialist take any readings on my property. I did see him take photos.
  **** (Water Restoration Specialist) looked right at me and stated that this repair was going to be significant and that he would make up a quote for services but in the meantime, I was to contact my homeowners insurance. I did contact my homeowners and a contractor per your recommendation.
  **** then called me a few days later and quoted me $2200 just to remove carpeting and flooring. Obviously, he believes that the remediation was going to be extensive as it being just over 2K to remove soiled items. 
  How do (We) know which damage is from the 1st incident and which damage is from the second incident? In closing we fail to see how the failure of a mechanical device we have no control over can be our responsibility. Respectfully, **** ******
  Interesting you ask that question as the initial backup that we called about was isolated to my bottom level shower drain only and did not back up anywhere on the floor or wall areas and was not water. This 2nd incident ion question involved all water and water damage to floors, walls, and carpet as well as a potential mold infestation.
  Yes, the mechanism failed, however, as your website claims, you are a Expert in Plumbing, Draining and Water Cleanup and I fail to see any of it.
  I was overcharged by your technician who gave me a verbal quote of $925 on Thursday 1/9/25.
  I was never ASKED for my option or provided options as you mention above. Your technician, who is supposed to be the expert did what he wanted to do and it failed.
  At the very least, give us the $383 and the $976.60 back (Total $1359.60) and make this situation right.
  Respectively submitted,
  
  ***** *******
  2/18/25
  
  
  
  
  ORIGINAL MESSAGE FROM BUSINESS:
  
  1st let me state that I understand your position and feel bad that you have had water damage. The 1st time the Technician was on site was 1/9/25. As stated in your 5 *********** review of the Technician, you were provided with multiple options on this visit by the Technician (*****). It appears at this time you chose the option to try to see if the pump could be repaired. You initialed the work order indicating your approval for the work the Technician recommended.  The Technician removed the pump and found debris in the pump which is not uncommon for this type of pump. The Technician cleared debris from the pump. He then tested the pump and it was working at this time, you signed the work order again indicating your approval of the completed work and that the pump was working when the Technician was finished. Due to the nature of these types of pumps, and based on what goes into them we don't guarantee these kinds of repairs. As noted on the invoice. Unfortunately, in a short time the pump failed again. At this time you called and the Technician was scheduled for 1/14/25 to come out and ***** the situation. At this time you elected to replace the pump. The Technician replaced the pump. The Technician did not charge the full price of a sewage ejector pump. The Technician gave a credit for the 1st call, However he did not indicate that on the invoice properly and should have been more clear on that. I will have a discussion with all of our Technicians in regards to their verbiage on future invoices to make sure that it is clear what the full price of the job would be and whatever credits or discounts are being applied.  I'm sorry for your situation, However based on the type of pump and the material handled by these types of pumps again we can not guarantee them because we have no control of what goes into them. You would be amazed at what people flush.
  Additionally on 1/14/25 our Water Restoration Technician was dispatched to your home at no cost to you to ***** the water damage, He took several readings and multiple picture of the damage at this time you elected to go with a different Contractor for the mitigation and repairs. As a mitigation contractor we do not do rebuilds as we feel it is a conflict of interest. It has been our experience that contractors who do both mitigation and rebuild tend to mitigate more than necessary so they can get more money on the *********** do (We) know which damage is from the 1st incident and which damage is from the second incident? In closing we fail to see how the failure of a mechanical device  we have no control over can be our responsibility. 
  Respectfully,
  **** ******
  
  
  

  Business Response

  Date: 02/26/2025

  In the interest of customer satisfaction I would be willing to refund $950.00 of the amount paid. 

  Customer Answer

  Date: 02/26/2025

   
  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,
  
  ***** *******