Business Profile

Plumber

Roto-Rooter

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Pattern of Complaints

Complaints

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

Customer Complaints Summary

779 total complaints in the last 3 years.
260 complaints closed in the last 12 months.

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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:07/19/2025
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.
So a worker came out twice and did a job that I feel should not have been as much as they charged being that they came out again for the same issue . And here in this email says they were going to do the refund and have yet to do so.
Business Response
Date: 07/21/2025
Mr. ******,
This is J*** E***** the manager with Roto Rooter. I will be more than happy to refund you the $100.00. Please do not hesitate to call my cell phone at ###-###-#### and we will refun asap.
Customer Answer
Date: 07/26/2025
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.

Regards,

**** ******
Initial Complaint
Date:07/17/2025
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.
I am writing to formally express my dissatisfaction with the plumbing services I received on 7-5-2025. After contacting this company regarding an issue with my water heater (I had no hot water) I was assured that your technician would accurately diagnose the problem.

I was informed that the issue was a burner/pilot assembly, and paid 69.00 for the diagnostic. Following your diagnosis, I hired an another plumber to install the burner/pilot assembly. However, after doing so, I still had no hot water. The second plumber conducted a thorough assessment and identified the actual issue was a faulty gas valve.This misdiagnosis not only caused unnecessary inconvenience but also resulted in additional expenses that I should not have incurred. I paid 69.00 to be misdiagnosed by your technician. Upon that diagnosis, I paid the 2nd plumber 200.00 to install the burner/pilot assembly. The total amount was 269.00. Also, worth being noted, the second plumber installed a new gas valve and now my family is with hot water again. This, the gas valve was the problem.

I am requesting a full refund of the service charge paid to your company, as well as reimbursement for the costs associated with hiring the second plumber to install the pilot/burner assembly, totaling 269.00

I hope we can resolve this matter amicably, but I am willing to file a lawsuit if necessary. I would appreciate a prompt response to my request. Thank you for your attention to this issue.
Business Response
Date: 07/18/2025
The $69 charge is a trip charge to send the plumber out, not a diagnostic fee. While he may have done a visual inspection to give an idea of what the problem may be as a courtesy, we would need to begin working to confirm that is the issue. Also, the second company should also diagnose the problem before beginning work.
We can refund the trip charge as a courtesy but can not reimburse the work a second company did.
Customer Answer
Date: 07/18/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

When your technician came out he told me that he was diagnosing the problem. I was also told this on the phone if you pull the records. He did not mention anything about needing to start the job to confidently know. Thus, I asked him several times was he sure because I needed to order the burner/pilot assembly part, he responded "yes" I am positive and even took a picture and told me what part to purchase. I ended up not hiring your company because the price was 750. However, I have the right to decline service. Then, I did research to find a more affordable plumber. I specifically told the second plumber that I only needed the part installed. Moreover, he listened to my instructions and I took your tech to be reputable with the information he told me. Only refunding 69.00 is not fair at all. I can provide any and all documentation, including the invoices from the other plumber. Also, on the roto rooter invoice, you can see where you tech specifically stated "burner assembly". I would like to keep this matter amicable and out of litigation, so I am willing to accept half of the other plumber's fee along with the diagnostic from your tech (169.00). Once again, I have all of my paperwork. Thank you for your attention to this matter.

Regards,

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

Business Response
Date: 07/21/2025
The $69 charge is a trip charge to send the plumber out, not a diagnostic fee. While he may have done a visual inspection to give an idea of what the problem may be as a courtesy, we would need to begin working to confirm that is the issue. Also, the second company should also diagnose the problem before beginning work.
We can refund the $69 trip charge as a courtesy, but can not reimburse the work a second company did.
Customer Answer
Date: 07/24/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and will accept the refund of the 69.00 trip fee. However, I still feel like the company's representatives had a major lapse in communication, which caused me to incur extra fees. It is important to inform customers correctly. I was misinformed.

Best Regards,

******** ******
Initial Complaint
Date:07/16/2025
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 June 4, 2025 Roto-Rooter of **** ****** NY completed repairs to my main sewer line. The evacuation field supervisor A***** R***** completed a final camera inspection of my entire sewer line. I paid the final payment for the $7,000 job. He assured me he would email me an invoice which listed what was completed. This would include the replacement of the tile sewer line section including the vent/clean-out vertical piping with PVC piping. The replacement piping extended from the cast iron piping which is still in serviceable condition to the main street sewage line area. Also a statement that a final camera inspection found the system currently in good condition. I have yet to receive this invoice. I have call A***** multiple times each week and he has never answered his phone and his mailbox is always full. I also have sent numerous text and email messages to him all going unanswered. I have also tried to contact his boss M** and even the general manager multiple times each week; despite leaving messages neither of them has taken the time to contact me. Each message that has been left has been courteous and I have consistently stated I don't have a complaint on the work, I simply want an invoice that states the work accomplished. I picked Roto-Rooter since it was a large, well established company; I find it very unprofessional that the company can receive probably 16 messages to 3 separate employees and choose to ignore them all.
Business Response
Date: 07/17/2025
Per excavation manager - we spoke with customer regarding the requested invoice, we will send all customer requested documentation, customer satisfied.
Customer Answer
Date: 07/22/2025
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.

Regards,

****** *********
Initial Complaint
Date:07/16/2025
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 06/22/25 early am contacted Roto Rooter at ###-###-#### regarding a plumbing emergency water coming through the ceiling etc involving toilets , 2-bathtubs , shower . Upon speaking to customer service technician was dispatched . Received a text from ###-###-#### asking to confirm dispatch and appt but upon texting Y confirmation showed ( text session EXPIRED Roto rooter dispatcher will call you regarding appt. I did not authorize customer service or any of its employees to give out my personal /home info or details to any other Roto rooter employees or divisions . Unfortunately, after plumber arrived and had been working on the situation (visible toilet auger) provided single page plumbers service call report ( copy of and provided accordingly with description in short paragraph form of plumbing emergency . ( with the words back up ) . Roto Rooter Plumber to my understanding reached out to water mitigation team ( without my consent or knowledge) and provided my contact and home address and that there was water damage - onsite . I then unexpectedly had 2 additional Roto Rooter employees ( without water mitigation team just show up for which I was blind sided by this and uncomfortable as e-sign documents were REPEADLY ASKED FOR ME TO SIGN FOR WHICH I WAS NOT COMFORTABLE ! I made this VERY CLEAR in front of witnesses . I felt teamed up on by Roto Rooter . The document showed exaggerated and inaccurate information as well showing damages to Affected Rooms that was inaccurate / exaggerated : master bedroom , master bath , 1st bedroom , hallway , bedroom 1 , basement , bedroom ? Stated to extract water, pump out standing water which at the time of their arrival WAS INACCURATE! They wanted me to sign to cause immediate destruction of parts of my home which would have caused unnecessary damages . REMOVE AND DISPOSE of damaged WALLS, ceilings ( plural ) damaged flooring , removing baseboard and trim, provide air fans and a dehumidifier ( singular ) .costs up to 15k
Business Response
Date: 07/16/2025
We have reviewed the complaint and the customer has asked for no further contact.
Customer Answer
Date: 07/21/2025
In response for clarification regarding resolution from Roto Rooter at this time no offer for any type of resolution from this business has been made .
I reject response that no further contact to customer is the appropriate resolution in this matter . Reach out from General Manager ******* Market was received initially upon letting customer service know my concerns regarding .
At the time of service the plumber charged 795.00 and plumbers report provided . Per that report it did not disclose the need or any such concerns for the Midigation team with Roto Rooter to be contacted by someone other than myself and sent to my home without consult , consent or knowledge . The plumber did not communicate to myself that anyone had been contacted to do so . A copy of this plumbers report and the Roto Rooter docs that involved the Roto Rooter ******** ** ( **** * ********* **** ) Midigation team were to be completed and docusigned ( which were refused and were not completed ). This was presented by two additional Roto Rooter employees at the time all while still having to juggle the Roto Rooter plumber working on scene . The inaccuracies have been noted and such concerns shared with the BBB regarding this complaint as well as the General Manager of the ******* Market . The proposed tear out of ceilings , damaged walls , drywall , flooring , baseboard and trim listing 7 ROOMS in Mitigation documents as well as the plumbers report can be provided in a secure and appropriate manner if needed .
Initial Complaint
Date:07/14/2025
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.
Roto Rooter was hired on June 18 2025 to perform water cleanp. When removing the plastic sheeting they installed - they damaged the wall paper around the case opening in the formal dining. Their sheeting pulled off the top layer of the wall paper. - see pictures. In addition they pulled off paint in the kitchen from the door frame.
Business Response
Date: 07/14/2025
Thank you for bringing this to our attention. We are sorry to hear that the customer experienced damage to their wallpaper. While we understand their frustration. Roto Rooter cannot accept responsibility for this issue.

We appreciate the opportunity to respond and regret any inconvenience the customer has experienced.
Customer Answer
Date: 07/16/2025
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. ROTO Rooter has agree to pay $1,500.00 to resolve this claim. A check will be mailed to me within 14days per Doug C*******.

Regards,

***** ******
Initial Complaint
Date:07/08/2025
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.
Called them to schedule a FREE ESTIMATE for my water heater. They verified there would be NO CHARGE on their website and the representative I spoke to on the phone. When technician arrived, they said in order to get an estimate, a diagnostic (opening/inspection of the problem with the water heater) would need to be done to get an estimate. Technician informed the me the diagnostic is required every time and ‘FREE’ estimate is needed, but informed me the diagnostic is $189!! How is this a FREE ESTIMATE when I’m being charged a non-negotiable diagnostic charge of $189 to get the estimate. Technician said they can’t even inspect the unit without charging a diagnostic fee, which I was NOT told by the rep, nor does it state on the website. This is clearly FALSE ADVERTISING. If they’re going to advertise a ‘FREE ESTIMATE’, then I should pay $0 to get the estimate. Not have to pay a $189 diagnostic fee in order to get the estimate. Nothing of this sorts was mentioned ANYtime during my booking of the appointment.
Business Response
Date: 07/11/2025
We do offer free estimates on our services. There is no charge for us to come to you and provide an estimate.
In the case of a water heater, the diagnostic price is the free estimate. Should you decline the diagnostic service, you are not charged any fee. A diagnostic on a water heater allows us to determine what components may need to be replaced, which may be a more cost-effective option than replacement. We may initially offer a replacement estimate if the water heater has ruptured or is beyond its expected service life.
Initial Complaint
Date:07/07/2025
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.
We called Roto Rooter (******* ** ###-###-####) on 6/15/2025 for a clogged toilet at my parent's house. The clogged also caused waste to backup into the adjacent shower drain. This toilet is located on the 1st floor in a new section of the house, but flushing toilets on the 2nd floor of the old section of the house would also cause waste to come up thru the shower drain in the 1st floor. On 6/16/2025 a plumber (Jose) arrived with Mike K**** (excavation field manager). We agreed to $1200 to snake the toilet drain. Jose removed the toilet and broke the mounting bolts in the process. They charge us to repair this. He also recommends replacing several valves. We followed his recommendations and pay for this additional work. Jose snakes the drain and manages to get 60' down the drain. The water goes down, but the toilet still flushed slowly. Mike recommends inserting a camera into the drain. We follow his recommendation, but he can only get his camera in 6'. He now tells my parents there is a solid obstruction that needs to be removed and writes a $12498 contract to excavate the floor. My parents are both 90+ years and are distressed as they cannot use any water. Note that earlier the plumber had passed this point where the camera was stuck. We asked Mike and Jose to snake the drain from the septic side, but they say it is not allowed. 6/17/205 Larry from Roto Rooter arrives to do an asbestos test. He removes a tile in a visible area instead of hidden. On 6/19/2025 we bring in a septic contractor. They find the clog right at the end of the drain and clear it. We call Mike to let them know the issue is resolved. They still charge us $1200 for the camera, which we never received the footage and $2100 for the asbestos test which we never saw the lab results. Note that the septic co inserted a camera from the septic side and found no obstructions where Mike said there was one. Roto Rooter also did not let us know that the floor would be damaged for the asbestos test.
Business Response
Date: 07/10/2025
Dear Better Business Bureau Representative,

Thank you for bringing this matter to our attention. We
value all feedback and take customer concerns seriously.

We have carefully reviewed the complaint submitted by
******* ****** regarding the charges incurred from the cancelled excavation.

At Roto-Rooter, we strive to provide high-quality services
and ensure customer satisfaction.

We understand the customer’s frustration; however, as
stated in our original signed contract with the customer a portion of the charges
were due to testing that was completed. Due to this we are unable to issue a full
refund. We are, however, happy to offer a partial refund of $1200 which is the camera inspection fee. If the customer is satisfied with this resolution we would be happy to issue that back on the credit card used.

Thank you for your attention to this matter.

Sincerely,
Rebekah E******
Roto-Rooter Services Company
Initial Complaint
Date:06/30/2025
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 was intended to get only a one time-service fee of getting my drainage fixed via "snake" process. I had a discount coupon for it and they applied it. However, it was not known to me that they also signed me up for their 6month protection plan without my notice or disclosure of the protection plan "product". I have tried to call them to cancel within their 3 day Grace period, but did not answer . The work was done on May 2nd Friday, and I tried to call them before the 3 day grace period ends. They did not answer their calls nor the person responsible within their financial department wanted to answer. This was when I tried to call them 3 days in a row. Now I am somehow responsible for paying over $1800 when the service that was done shouldn't even be remotely close to $1000.
Business Response
Date: 07/02/2025
Contacted customer with 3 attempts and left voicemails. Will try again also including an email.
Initial Complaint
Date:06/30/2025
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.
Roto Rooter is charging me for the work that were not done because they made me sign the contact for more than $30K.

I was informed by Roto Rooter, who said they can represent me with the HOA on my behalf. She assured me that the issue was 100% the HOA’s fault and that everything should be covered. However, they also stated they couldn’t assist me unless I signed the form.I made it clear that I did not want any work to begin unless we were certain that all work would be covered by the HOA. The invoice they sent includes charges for work that was never completed and was never authorized by me. I clearly stated from the beginning that all work required prior approval from the HOA.  As you mentioned, after you or ****** spoke with the HOA, Ryan refused to sign the form to become an assigned vendor because you did not agree with their terms. They should have informed me immediately and made it clear that you could no longer represent me, so I could have explored other options. Unfortunately, you failed to do so. Instead, you claim to have continued providing services that I neither authorized nor was aware of—services that were also unnecessary, especially considering the work now needs to be redone. In any basic business transaction, the services provided must be acknowledged by the customer, and any goods or results must be properly delivered. This home still requires extensive mitigation, despite the work you claim to have completed. What was the justification for performing that work without my consent? I will not pay twice for work that was neither necessary nor authorized
Business Response
Date: 07/02/2025
I want to address your
concerns directly and provide clarity on several key points regarding the
services we rendered and the agreement you signed.
To begin, the Water Mitigation Agreement you executed clearly
authorized Roto-Rooter to begin emergency services. That authorization—combined
with the urgency of preventing further damage—prompted our rapid response and
the deployment of critical equipment, including dehumidifiers and air movers.
Equipment was placed on your property only after the fire sprinkler line was
shut off at the main valve outside, marking the appropriate time to begin
mitigation.
Regarding your mention of HOA responsibility: It's important to
understand that no contractor—Roto-Rooter included—can guarantee HOA or
insurance coverage (as outlined in Sections 4 and 5 of the agreement). Our team
is not authorized to make that determination. A reasonable homeowner concerned
about liability would typically consult their HOA or insurer before signing
an emergency work authorization. Furthermore, once we reviewed your HOA’s
preferred vendor package and realized we could not proceed under their terms,
we ceased all further work and did not bill for any additional services beyond
what was already performed—making this argument about unauthorized work
inapplicable.
As for the equipment charges: Daily billing for items like fans
and dehumidifiers is standard across the mitigation industry. These units were
placed and logged appropriately. Even while the leak remained active for a
short period, drying efforts needed to commence to prevent structural damage
and mold growth—an approach backed by the IICRC S500 standard, which governs
professional mitigation practices.
Additionally, Roto-Rooter does not charge hidden fees for
holidays, nights, or weekends, consistent with the messaging on our website. We
also provided a good-faith estimate for the scope of work—while not broken-down
line by line, it served as a transparent reference. Our final invoice reflects
a total that is approximately $13,500 less than that original
estimate.
I encourage you to review the IICRC S500 standard,
available publicly online, which reinforces why timely mitigation and
industry-standard charges for drying equipment and labor are both necessary and
appropriate.
We’re open to working toward a resolution, but we cannot void
a valid invoice for services rendered under a signed agreement.
Customer Answer
Date: 07/02/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

1. Limited Authorization
While I did sign the Water Mitigation Agreement, it was done under emergency pressure without a full understanding of the scope, costs, or implications—especially regarding HOA and insurance compatibility. Signing an agreement does not mean I authorized indefinite or non-compliant work. Once it became clear that your company could not meet the HOA’s vendor requirements, further work should have been halted immediately, not partially performed and later billed.
2. Equipment Charges Disputed
I dispute the daily charges for drying equipment, especially during a period when active leakage was still occurring. Deploying such equipment while water was still entering the property was ineffective and arguably premature. The IICRC S500 standard supports timely and appropriate action—but not redundant or misapplied services. Especially, the charges of the services that were not actually done is not legally appropriate such as the area that were not affected, including bedroom 2, bedroom 3, ground floor, kitchen. Current vendor ****** Restoration has completed the work of the real mitigation and confirm those area do not need any work done.
3. Responsibility and Oversight
It is unreasonable to suggest that a homeowner in an emergency is expected to fully vet insurance and HOA implications before authorizing urgent mitigation. The responsibility to clarify compatibility with third-party coverage lies partly with the contractor, especially when vendor packages and compliance are central to the claim.
4. Invoice Accuracy and Proportionality
Although you cite that the final invoice is lower than the initial estimate, the issue is not the discount—it's the validity of the charges themselves. Unauthorized or ineffective work should not be billed, regardless of discounts applied. Refer to the original contract which supposed to include, provide protection to prevent cross contamination, remove and dispose of damanged flooring materials (carpet, vinyl, laminate, ext), moving/cleaning/doisposal of contents, apply antimicrobial. None of these were performed. You need to review what was actually done. You cannot charge someone for things that were not done especially all the works you claimed you did were completely done again.
5. Lack of communication concerning your worker’s access to the unit. You previously stated that your worker was there daily but was unable to enter. However, I’ve already provided a letter from my tenant that outlines what actually occurred.
At no point did your worker attempt to notify me, ******, or anyone else that they were having trouble accessing the unit. I never received any messages or calls indicating there was an issue. Additionally, when I spoke with ******, she was completely unaware that this was happening.
Please clarify why no effort was made to communicate these access issues, and explain the discrepancy between your statement and what my tenant reported. You have not yet contacted my tenant which I confirmed on 6/30/25.

Regards,

**** ****

Business Response
Date: 07/10/2025
*** **** had direct communication with RR management and discussed the issues that were present, including the tenant's unplugging equipment and not allowing mitigation team the entrance into the property. We discussed the source(s) of loss and provided video evidence to help support his claim. *** **** understood his responsibility with the contract and signed as required, the belief that signing under an emergency eliminates responsibility is not reasonable as nearly all water mitigation jobs require emergency service.
Roto-Rooter ensures that every water mitigation job has IICRC certified technicians which is not a requirement by law, and not a standard held by other mitigation companies. To insinuate that a competitor would determine affected areas in contrast to our inspection is an opinion and not fact.
Initial Complaint
Date:06/27/2025
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.
This is letter I wrote to Whom It May Concern:

I am writing to formally raise a major concern regarding recent plumbing services performed at my residence located at ** ***** ***** *****, Connecticut, by your technician D***.

We have used Rooter Rooter services for many years and, until now, found your technicians generally reliable. Although I may have appeared satisfied with D***’s work in the past, I must now express serious concerns regarding the quality and thoroughness of the recent service , June 9, 2025, performed at this property at cost of $1760 .00.

Following the visit by D***, we engaged a highly reputable septic service company to inspect and pump our tank. Their inspection revealed that water levels were excessively high and not properly discharging into the pump system, indicating a clear blockage or failure in the outflow line . Additionally, there were obvious signs of clogs in the line still. . Despite this, Dave did never checked that the system had resumed free flow into the septic tank before completing the job. He stated : "we are good to go for sometime." Respectfully, we were far from good to go.

Also, Router Rooter remediation's team chose not to do cleanup thou I was I was told since the job was too small and they needed break panel walls , without replacing them, to make the job worthwhile .

In hindsight, and within 10 days , it is apparent that the snaking was not performed thoroughly or with sufficient follow-through. The failure to verify that the system was flowing properly after the service resulted in the ongoing blockage, which required further professional remediation at additional cost and inconvenience.

Given this, I am requesting that Rooter Rooter conduct a formal review of the service performed at my property. This is formal statement of this deficiency and a lack of consideration , given service was not performed.

** ***** **

***** , Ct *****

*****
Business Response
Date: 07/01/2025
On June 9, 2025, the customer contacted Roto-Rooter for a plumbing issue.
Our technician cabled the main sewer line from the crawl space to the septic
tank, removing root blockages and restoring proper flow.
In addition, the second-floor bathtub drain was
cleared of significant hair and buildup. Both drains were tested afterward and
confirmed to be flowing properly.
A video inspection of the line revealed that the
PVC section was completely clear. However, root intrusion was observed in other
parts of the pipe. The technician reviewed the video footage with the customer
and recommended a spot repair, along with the installation of a clean-out for
easier future access and to help prevent further root intrusion.
Please note that Roto-Rooter does not perform
septic system work. We advised the customer to have their septic tank emptied
and inspected by a qualified septic service provider.
Attached is a copy of the invoice signed and
paid by the customer.
Customer Answer
Date: 07/12/2025
*********
Septic Report for:
** ***** **. *****, CT
**** **********
License Number: ******
** ****** ** *****, CT *****
###-###-####
*********************
? 6/19/25: Showed up at 18 River Road to check the toilets as there was a gurgling noise in toilets as well as kitchen sink.
? Dug up cess pool inlet main line and found the line was clogged solid with toilet paper and roots in the line. The line was 12" below surface in sandy material.
? Line is in good condition, but has clear holes where roots enter. **** needs to install clean out fitting with hydraulie cement to surface. This will prevent roots from entering inlet baffle.
? NOTE: If rooter company that came out to snake the main line dug up the inlet and did the same work as **** it would have fixed the clog in the main line. They left the roots and the clog in the line and did not solve any problems/issues with the clog in the line.
? The only way to start clearing a clogged main line is to start at the inlet of the main line.
Working backwards as the rooter company did, doesn't work/resolve

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