Complaints

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

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• 

  Roto-Rooter

  2125 Montana Ave Cincinnati, OH 45211-2741

• 

  Roto-Rooter Plumbing & Water Cleanup

  3603 Metro Pkwy San Antonio, TX 78247

• 

  Roto-Rooter Plumbing & Water Cleanup

  12034 Exit 5 Pkwy Fishers, IN 46037

  
• 

  Roto Rooter

  220 Demeter St East Palo Alto, CA 94303

• 

  RR Plumbing Roto-Rooter

  280 Meredith Ave Staten Island, NY 10314

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:08/04/2025

  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 file a complaint against Roto-Rooter regarding water mitigation services provided at my residence.
  
  On March 19, 2025, we contacted Roto-Rooter for water mitigation after a pipe burst behind our master bathroom shower. The team completed the initial drying service, but after their departure, we discovered the repaired pipe was still leaking. We requested the plumber return to fix the leak. During this process, two additional pipes burst, which were subsequently repaired.
  
  As a continuation of the initial service, we again contacted the Roto-Rooter Water Mitigation team to address the new water damage. Following the completion of this subsequent service, we did not receive an invoice from the water mitigation company for several days. On April 14, 2025, we attempted to reach out to the water mitigation agent for clarification but received no response. We ultimately had to obtain a copy directly from our insurance provider.
  
  Recently, Roto-Rooter contacted us requesting payment for a remaining balance, which was less than our expected total. We made this payment of $4,367.51. However, it was only after this payment was processed that we were informed of a second, outstanding invoice. Roto-Rooter is now demanding an additional $3,984.97, bringing the total requested amount to $8,352.48. This new total significantly exceeds their initial quote of $6,822.33.
  
  We were never provided with or made aware of this second invoice prior to making our initial payment of $4,367.51. We believe it is unreasonable to be charged for an invoice that was never provided and about which we had no prior knowledge.
  
  We seek your assistance in resolving this billing discrepancy and ensuring we are not held responsible for an undisclosed invoice.

  Business Response

  Date: 08/04/2025

  Roto Rooter was instructed by the insurance company to open another claim based on the gap of time since the first one was filed. This was communicated to the customer now and in his policy. During a conversation with accounts payable, Mr. Banuelos offered to pay $2,454.82. This has been accepting and $1,530.15 will be written off. No further collections attempts will be made regarding this invoice once the accepted amount has been paid.

  Customer Answer

  Date: 08/05/2025

  Better Business Bureau:
  
  
  I was able to reach an agreement with Roto Rooter regarding the second invoice and we have settled on fulfilling the initial invoice of $6822.33 by paying an additional $2454.82 after having been charged the $4367.51. 

  I would like to close out this case. Please feel free to reach out if any more information is required.

  
  
  
  Regards,
  
  
  
  ******** ********
  
  

• Initial Complaint

  Date:07/28/2025

  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 charged $650 for a 20 min laundry draining on 7/24/2025 upon reviewing the bill after the technician left I called to get an explanation for the ridiculous overcharge and erroneous “room cleaning” fee, I was told that as a woman I should learn to say no and not be so polite that I should have told the tech to leave not only was I overcharged but then I was dismissed and disrespected by the company because I am a stay at home mom!!! I looked back at my bill from the identical service in February 2022 they charged $244 when my husband was home dealing with the technician. how is over 160% increase in price justified here?? I already emailed the email address listed by P** S****** which seems to be a bot account that replies to online reviews and have not heard back. I have also been in touch with local branch with no responses or resolution.

  Business Response

  Date: 07/29/2025

  Spoke with customer and was able to resolve customer issue and customer is ok at this time.

• 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.