Complaints

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

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  Roto-Rooter Plumbing & Water Cleanup

  255 E 5th St Ste 2500 Cincinnati, OH 45202-4725

  
• 

  Roto-Rooter Plumbing & Water Cleanup

  132 N Barron Street Suite A Eaton, OH 45320

• 

  Roto-Rooter Plumbing & Water Cleanup

  2251 Rombach Avenue Suite 103A Wilmington, OH 45177

  
• 

  Roto-Rooter Plumbers, Inc.

  1195 Broad St Providence, RI 02905

  
• 

  Roto-Rooter Services Company

  175 Maple St Stoughton, MA 02072

  

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:11/25/2025

  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.

  Our issues began on 11/16/25 when we had our basement flood with sewage water. Roto Rooter was contacted and they came out to provide services. I informed them that this would be sent in as an insurance claim and they were part of the phone call with my insurance to set up the claim. They demanded an initial pymt of $454 that should have never been out of pocket. This was covered under my insurance. There was extensive remediation done to my basement and garage. Personal belongings that were not in the way of their process were removed and bagged up....bras that were hanging and nowhere near the contaminated area and wouldn't affect the clean up. Items were moved to the garage and blocked space for garage use. When we moved items to access garage, they moved them back to block all access. The items that we moved were out of the way and not preventing work from being done. We have a health hazard in our home and direct contact to anything that could cause and infection could result in death. All contaminated items that were bagged up have been left sitting on our property, but we're included in estimate provided to my insurance as debris removal. I repeatedly took phone calls that were to be directed to my significant other since he is home during their visits. They would arrive unannounced to gain entry. A light fixture in the garage was removed....for whatever reason. It was not something that was even remotely affected by this plumbing issue. I am extremely dissatisfied with how they represented themselves as a company and the lack of correcting issues that were addressed from day 1. The estimate submitted to my insurance needs to reflect the actual work that was done. Attached is proof of the initial pymt that should have been submitted to insurance. Please address all other complaints accordingly. Thank you.

  Business Response

  Date: 11/29/2025

  BBB Response – Case ID #******** A concern was submitted by ***** ******* on 11/25/2025 and assigned Case ID #********.

  Roto-Rooter Services Company has since been in direct contact with the customer to review the details of her complaint and work toward a resolution. 

  The initial payment collected was for cleaning the sewer line, which is a service not covered by the customer’s insurance policy and was therefore appropriately billed to the customer.

  However, we did review her concerns regarding plastic covering of items and content manipulation. Those specific items will be removed from the insurance claim to ensure the estimate accurately reflects the work performed.

  The majority of the items outlined in the complaint have now been reviewed and addressed directly with the customer.

  We remain in communication with her and are committed to completing any remaining adjustments as needed.
  

  We appreciate the opportunity to respond and will continue to work with the customer to bring this matter to a fair and timely resolution.
  
  Sincerely,

  D** S********
  
  Roto-Rooter Services Company

  Customer Answer

  Date: 12/02/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that resolution is attempting to be done regarding this. Should it not be done satisfactorily, I will push forward with my complaint. 
  
  
  
  Regards,
  
  
  
  ***** *******
  

• Initial Complaint

  Date:11/21/2025

  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 17 September 2025, I contacted Roto-Rooter to take a look at an outdoor downspout that was having difficulty draining. They scheduled me for a service call on 19 September. The technician that arrived was "D****" Tel ###-###-####. D**** used a very powerful, motor driven auger to attempt to "remove" the blockage in the pipe. After messing around with this machine for about a half hour, D**** managed to drill a large gaping hole through the PVC 6" diameter pipe without solving the problem, only making it much worse.
  
  When D**** arrived, he told me that the cost to do the job was $851. (In fact, EVERY item on his list cost $851.). I said that that price seemed very high, at which point he asked me what did I want to pay? I told him that I estimated around $200 in labor and parts (section of PVC), and he suggested $300, over $500 less that the original estimate. (I was later told by the General Mgr. that Roto-Router always has a high price that they expect the customer to negotiate downwards.)
  
  Since the job was not completed, he promised he would get back with an estimate to complete. He never did so, and left me with a bigger problem. (I had my local landscape company do the job for $195.00 later.)
  
  Roto-Rooter asked me for a review, which I posted to Google describing my problems. I was immediately contacted by P** S******, Customer Satisfaction Manager who had his General Mgr. contact me. The GM called that same day (26 September) and, after describing the issues to him, agreed to refund the $300 I spent. I NEVER heard back from him, nor did I receive the refund.
  
  I then contacted Mr. S****** again on 7 October. He said he would get someone to contact me, and I received an email from M***** R*** who told me that I did not understand how hard the problem was, and that I was lucky to pay more than $500 less than the "going" rate. I still have not received the promised refund.

  Business Response

  Date: 11/24/2025

  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 for the service of his
  downspout.
  
  At Roto-Rooter, we strive to provide high-quality
  services and ensure customer satisfaction.
  
  We understand the customer’s frustration. We are happy
  to offer a full refund of $300. If the customer is satisfied with this resolution,
  we would be happy to issue that back by check since no card was used for the
  service rendered.
  
  
  Thank you for your attention to this matter.
  
  Sincerely,
  M***** ****
  Roto-Rooter Services Company.

  Customer Answer

  Date: 11/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not yet resolve my complaint.  For your reference, reasons for rejection are included below.
  
  PLEASE NOTE: I have accepted Roto-Rooter's Damage Waiver in return for a refund of $300.00.  However, I have not yet received this refund, and Roto-Rooter had promised the same refund several weeks ago without delivering on its promise.  

  Once the $300 payment is received, I will be more than happy to close out the claim.  However, at this point I wish to keep the claim open.

  Thank you very much.

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

  Business Response

  Date: 11/26/2025

  Please see the attached signed damage waiver that has been signed by the customer signed on the 21st of this month. Due to the holiday and the customer paying by check the refund is in process and will be refunded by the end of next week.  The customer also responded to M***** on the 21st that he was ok with this and appreciative for him letting him know the timeline. 

• Initial Complaint

  Date:11/18/2025

  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.

  I'm filing this complaint on behalf of my 96 years old aunt. Her name is ****** ******* and my name is ***** **********. She hired roto-rooter in ******** NJ in December of 2024 to do some work on her property at *** ******* *** in ******* NJ. She was given a quote and paid for the job upfront. She was never informed that it would be 2 separate charges. One for $14, 955.94 and another for $13,300. She could have gotten the job done for much cheaper. We only found out recently that roto-rooter placed a Lien on her property for $9,458.14. I have reached out to roto-rooter on numerous occasions and spoke with an employer named Rich, who informed me that he was going to contact his boss (A***). I am now unable to reach either of them and cannot get them to return my phone calls. I feel as though my 96 years old aunt was taken advantage of. R*** asked me if anyone was with her when she signed the order and I informed him that her 93 years old brother was and they were both under the impression that the amount paid was for the complete job. They are actually charging more to clear up some water than the actual job. There wasn't a swimming pool there. They also had to wait for an additional 2 weeks to have it completed. I recently spoke with Adam he actually had no resolution. He stated if she has a problem with the work that they did in the future to call and they will repair it for no additional charge. My aunt has recently sold the property and I honestly feel that they took advantage of an elderly person by not informing her that she did not pay for everything in full. Shame on roto-rooter. Hopefully this doesn't happen to another elderly customer in the future.

  Business Response

  Date: 11/19/2025

  We spoke to the customer yesterday. The customer paid the bill to get the lean removed from the customers home. We will not be refunding any money to the customer. The customer cashed the check from the insurance company that was meant to pay Roto Rooter. 

• Initial Complaint

  Date:11/18/2025

  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 on **** ******* **** ********** Ohio -plumbing issue a branch line going into the main line was clogged causing the toliet and sewage to back up into the shower stall. Roto-Rooter cleared the clog about away 25 ft from the toilet and shower stall. The technician cleared the clog and said Roto - Rooter would send a camera free of charge to investage. A couple of days later some one came with camera and said he was not equipped to pull the toilet to run the camera and did not want to run the camera through the shower floor drain even though they are connected to the same branch line that was clogged. Why? When I contact Roto Rooter 4 additional times they said they would send someone over with a camera or call but never did. I am waiting for nothing. Unproffessional! They need to come back and run the camera. This is a new house and if there are structural issue I need to know before my warranty is up and not after another plumbing emergency. JUST FINISH THE JOB AND DO WHAT YOU SAY YOUR GOING TO DO!

  Business Response

  Date: 11/18/2025

  Contacted **** and reviewed the complaint with him.  We are sending a camera tech to the home on 11/19/25 around 9am to complete the job as requested.

  **** appreciated that we will be getting this done and I apologized for the delay.

  Customer Answer

  Date: 11/21/2025

  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:11/12/2025

  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.

  9/16/25 I went to check on my recently deceased mom’s house (I’m the executor). I noted a leak from the master toilet. It appeared to be the toilet valve, a slow leak over a 5-7 days and it had spread water throughout the majority of the condo carpet (1 level condo). I called rotor rooter for the repair and clean up. I told them I only wanted what was standard and what insurance would cover when it came to water mitigation and clean up. The guy told me “he worked in ***** **** claims for 15 years” and what they planned to do would surely be paid by ***** ****. Well they sent a $17,720 to ***** **** charging it as a category 3 cleanup (hazardous waste/sewage)
  ***** **** called this a category 2 (grey water cleanup) which it was and only agreed to pay 10,428.
  Now I am being stuck with a $7000 dollar bill for just the cleanup alone not even the rebuild or replacement. I think that Roto-Rooter knew what they were doing and taking advantage of a young woman who is grieving and was desperate. They also nickle and dimed everything and over charged/double charged and had poor craftsmanship.
  They broke the bathroom vanity rather than removing properly then charged $18 dollars to clean the top of it but left it in the garage. They didn’t remove a single screw or nail but charged for removal and tear down of drywall and trim. They also did not cut drywall appropriately to the standard 2 feet they cut to 6 inches to avoid removing shelves. Now the construction crew we bring in will have to correct these things. I have sent them a request for explanation as to why everything was handled as a category 3 and have not received a response, I will be with holding payment until this is resolved.
  Roto-Rooter Invoice number ***********
  
  ********* sent a rebuttal estimate with industry standard and line items removed from roto-rooter, which I attached.
  Based on some 1 star reviews of roto-rooter this seems to be common when they find out you’re using insurance.

  Business Response

  Date: 11/14/2025

  All documentation is noted and accounted for. There was no deception here at all.  We have tried to work with them and their insurance company 

  Customer Answer

  Date: 11/15/2025

  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.

   

  the only correspondence I have received from the company was the bill and then on October 30th S**** replied to both ***** **** and myself saying they do not accept ***** ****’s estimate of 10,000 and would get the water manager involved. Then crickets. Still no one has explained to me why we handled this clean water break as a category 3 or explained or addressed my other concerns. No one has “worked with my insurance” to my knowledge only sent them a bill and then said the water manager would get involved. But neither ***** **** or myself have heard from him.

  
  

  
  

  (PLEASE TYPE YOUR REASONS HERE)
  
  
  
  
  Regards,
  
  
  
  ****** *******
  
  

  Business Response

  Date: 11/21/2025

  All work was done to IICRC and S500 standards.  All paperwork supports the work performed and executed. We stand behind the work that was completed.  I have tried to upload documents but it is not allowing.  I will gladly send anything needed.

• Initial Complaint

  Date:11/08/2025

  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.

  Used company once for clogged sewer line. Came back 5 months later, didn't have equipment I requested. Wanted to charge $200.00 more for different service. When I said I wanted my original order, technician said "If I can't fix it, it will be free."
  
  Technician could not fix. Diagnosed "broken pipe" and instructed me to find someone to dig up area. I said, "You didn't fix. Is it free?" He insisted on some payment - news to me. I gave him 150.00 and he assured me that leak area was located and I should have someone dig up area in question and call him back.
  
  I had someone dig up area. LOCATION WAS INCORRECT. CITY INSPECTORS CAME OUT, and confirmed LOCATION WAS INCORRECT. Called back company. Told them to correct work. They apologized and said they would correct. Before arrival for return visit, dispatcher told me there would be an ADDITIONAL $725.00 charge. Supervisor who apologized, the day before, "B****," DID NOT SAY THERE WOULD BE AN ADDITIONAL CHARGE TO CORRECT THEIR MISTAKEN DIAGNOSIS. He only said that "we will take care of it promptly.
  
  When I tried to call him to explain the new additional charge HE WOULD NOT CALL ME BACK.
  
  I paid 500.00 to have wrong area excavated based on shoddy work. And they refused to correct. I want 650.00 back for the mistake, confusion, and outright scammy "bait and switch" business practices.

  Business Response

  Date: 11/09/2025

  Our drain cleaning efforts were unsuccessful due to a broken drain line. The customer was charged $150 for the attempt, I contacted the customer and let him know that the $150 amount will be refunded.  Due to some large trees in the backyard we were not able to properly locate the broken line.  We charge $749 for video copy and location markings, the customer did not pay for these service, therefore services were not rendered.  No markings and/or 811 utility markings were made.  The customer acted on his own behalf and dug up his own yard by a gardener.

   

  The apology from B**** was in regards of the $150 charge which was the bases of the original complaint, the statement changed once the customer found out we charge to locate. I asked the customer for proof of the markings(pictures), he did not provide them.  I spoke with our Field supervisor on site and after running a camera and determining the line is broken, our Supervisor submitted the attached proposal for a fix.

  Business Response

  Date: 11/12/2025

  $150 refund has been submitted to our accounting department and will be mailed out in 5-7 business days.  All other claims about markings are false and we are not liable for the customers decision to have his gardener dig unsafely without proper markings and locations.

  Customer Answer

  Date: 11/13/2025

  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.

  
  

  
  

  (PLEASE TYPE YOUR REASONS HERE)
  
  
  Rotor Rooter provided mistaken information and non existent customer service. They compounded this by denying responsibility and actually calling me a liar.  If someone were to examine the facts of this situation carefully, it comes down to one simple question.  Why would I arbitrarily engage workers to dig a hole in a specific spot, and damage my property- unless I was instructed to do so by a professionally licensed company?  Their technician made a clear major error, and it’s inexcusable that management doesn’t accept that responsibility.  
  

   

  Their business model is a combination of misleading information and exploitation.
  
  Regards,
  
  
  
  **** ******
  
  

• Initial Complaint

  Date:11/06/2025

  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.

  This complaint is against Roto Rooter *********, Ohio We had service completed in Sept. 2025, intitial bill $ 17,395 and the insurance paid 12,965.
  
  Yes I signed a proposal that was revised 13k to 18k. so I signed if *** did not pay the high price, I would be responsible for the difference.
  
  However I did not agree to pay unreasonable and high charges they are trying to collect from seniors on a fixed income
  
  
  During negotiations from ***, they were having a hard time to negiotate the lower price with Roto Rooter. Once complete Roto Rooter claims a RSA form was not signed by the customer. The customer and *** and independent claims adjuster never heard of this practice. No one was informed of this before the work was completed.which would have relesed me from the very high charges.
  
  This is my only major insurance claim in 47 years and to stress me out with over billing is deceitful. and unethical.
  
  Roto rooter is billing at tbe highest possible rate They are not accepting reasonable and customary charges of 13k, when *** told me I owed $0. I
  will pursue with tbe ohio attorney general if this issued is not resolved. And if not resollved i may see them in court.

  Business Response

  Date: 11/08/2025

  Spoke with the customer and there was a misunderstanding between us the carrier and he. We have come to an agreement and will not be pursuing any further charges from him. His invoice is satisfied in full and we will stop all collection efforts. An email stating as such will also be provided to him. 

• Initial Complaint

  Date:10/26/2025

  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.

  Called for rooter for a leak in shower on a Saturday. They sent worker he said could fix for a $100. Left and said call him tomorrow and he would come back for another $150 and said to buy a part. Never answered calls following day and may have damaged shower so issue is worse

  Business Response

  Date: 11/05/2025

  Please see attached customer survey we received from ***** ***** (******) on 10/28.  She admits that she filed a complaint with the BBB but listed the wrong plumbing company.  It was NOT Roto-Rooter.  After speaking with *****, she apologized to us and advised that she has tried to reach out to the BBB to get this changed but she has not been successful.  Can you please remove Roto-Rooter from this complaint since we have provided proof in writing that it was not Roto-Rooter but a different plumbing company. 

  Please advise if any additional information is needed from us for this request.

  Kind Regards

• Initial Complaint

  Date:10/25/2025

  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.

  I called roto rooter on the 1st of September. Because we had a backup in our basement. They came out and told me that I had a water main break. And I had to pay 704 for the first initial visit. And that would come off of my balance. If I decided to stay with them and do the repair with them. I stayed with them. I did the repair $8000 later. They owe me 7 0 4 91. My initial service fee. They never credited me, never gave it back to me. I paid a total of $8704.91 for a $8000 repair. They are not giving me my credit pack.They won't when I asked about it.They told me no I have eight telephone conversations.Where it says that I am supposed to receive a credit to my account for my initial payment for my service fee.When I went to roto rooter and asked to speak with a manager and asked the manager bill to please return the 704, he said she'll be where it says it in writing.I told him it doesn't say it anywhere on writing in the contract that the technician verbally told me he told me to send him all the phone calls.I had where his tech had said it.Are.We eight telephone calls.I sent to him saying that my money was going to be refunded back to me. Till this day, I do not have any of my money back.My basement is not finished and rotor root.Or is ignoring my phone calls.

  Business Response

  Date: 10/27/2025

  9/1 - Customer called in for
  Main drain backing up in basement. A technician was sent out to assess the
  situation. The technician attempted to fix the issue but found that the line
  was compromised. He waived the travel fee and left the customer 3 estimates and
  recommended a specialist come to look at the ongoing problem. At no point was
  any credit discussed with the customer. One of our specialist techs came and looked
  over the problem.
  

  9/4 – Our Water Restoration
  Team came out and removed all belongings and prepped the basement for
  excavation team to work on the basement. During that time, it was explained to
  the customer and in writing that we do not put items back that is the customer’s
  responsibility to work with her insurance company to restore he basement.   
  

  9/8 - we performed the
  following work opened basement floor by jackhammer and hauled away
  cement, hand dug down and removed broken backwater valve and up to 10ft of pipe,
  hydro jet & camera rest of drain line, it was found during this time more
  work was needed to remove house trap and install sanitary wye. It was also explained
  that we are not responsible for any floor covering or any unforeseen conditions. 
  

  During the entire process we overly communicate to the
  customer who was very rude to all of the techs who showed up on her property,
  her daughter even apologized for her mother’s actions toward multiple techs. Nothing
  about credit was ever discussed with he customer.
  

  We have reviewed all contracts and listened to all our
  technicians and call center calls with this customer. Nothing is owed to the
  customer, we also have not been ignoring the customers calls, we even sent a
  Technician out on 10/25 for a different issue and the customer declined
  service. 

  Customer Answer

  Date: 11/08/2025

  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.

  
  

  
  

  (PLEASE TYPE YOUR REASONS HERE)
  
  
  
  
  Regards,
  
  
  
  ****** *******
  
  

  Business Response

  Date: 11/12/2025

  We have reviewed all contracts and listened to all our technicians and call center calls with this customer. We cannot take any calls that the customer provides as there is information missing or edited on the calls the provided. We believe the calls have been doctored and snippets have been put together to further her story. Like we have said her daughter has apologized to us multiple times for her erratic behavior. 
  

   

   

  Nothing is owed to the customer. Multiple managers have explained this to her and her daughter continues to apologize for her mother’s harassing behavior. We are choosing to no longer service this customer due to her behavior toward our techs and mangers. 

• Initial Complaint

  Date:10/24/2025

  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.

  Our main sewer line was backed up. Roto Rooter came out promptly to clear the line. The next day, they sent someone with a camera to check the line and found there were tree roots in the line. We scheduled them to come out the following day. They came out and dug up the yard and found no problem. They contacted the employee who had come with the camera and found they were digging in the wrong area. The problem was closer to the sewer clean out and not near the house. They fixed the problem, but because of their internal miscommunication did far more damage than they needed to. They destroyed the bushes in our front yard, ran over a dogwood tree, and damaged the large tree in the middle of the yard. This damage would not have been necessary if they had dug in the correct place at first. We did not expect them to return our yard to pristine condition and knew we would need landscaping work, but the damage was far more extensive than it should have been. We had to pay a landscaper to repair as much of the damage as they could. We had to pay the landscaper $4000, but the charge would have only been $2000 had they only needed to do the expected regrading and reseeding of the lawn. Additionally, we have not yet replaced the dogwood tree, which would be an additional $500.

  Business Response

  Date: 10/27/2025

  During the excavation the main sewer that we were replacing made a turn and we needed to adjust our dig site. The crew completed the dig to the full scope of the contract. Once finished we went back and graded the dig to code as well as cleaned the area to the best of our ability. I have attached the contract and the hold harmless stating we are not responsible for the landscaping that is signed by the customer, and it is also written in the proposal. Unfortunately, during digs sometimes trees and bushes do get disturbed or damaged due to the tight spaces they have to dig and use safety precautions. We have relayed this to the customer, but he is still not satisfied. 

  Business Response

  Date: 11/05/2025

  Good Morning,

  As stated on the last response the customer signed the hold harmless and the landscape waiver on the contract. During the excavation where we needed to dig ran us into the tree area and bushes. Our agreements clearly state we are not responsible for the landscape and it was also added into the signed contract. 

  Customer Answer

  Date: 12/02/2025

  Dear Ms. ***********,

  You requested more information about the damage excluding the landscaping damage. However, all the damage caused was landscaping. As I stated in my original complaint, this kind of work is expected to cause damage to landscaping, and we are not requesting reimbursement for the expected landscaping damage. What we are requesting is reimbursement for the additional damage that was caused due the company's negligence and internal miscommunication. They used a camera to locate the location of the problem and should have known exactly where to dig. Instead, they dug up the entirely wrong spot causing unnecessary damage. Had the problem been located where they originally dug, I would have no complaint. But they dug up a section of yard causing damage to shrubs and a tree and then declared that the pipe they were to repair was fine in that location. After further communication with their camera person, they were told to dig in a different spot, far away from the shrubs and dogwood tree that they destroyed. Had they dug in the correct spot in the first place, this damage would not have occurred. I am attaching the invoice from the landscape company. I am not requesting reimbursement for the entire invoice, just the amount from the shrubs that had to be replaced and the tree that they destroyed that we did not replace. 

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