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

  12034 Exit 5 Pkwy Fishers, IN 46037

  
• 

  Roto-Rooter Plumbing & Water Cleanup

  18544 US Highway 19 N Clearwater, FL 33764

• 

  Roto-Rooter Services Company

  175 Maple St Stoughton, MA 02072

• 

  Roto-Rooter Plumbing & Water Cleanup

  1750 S Finley Rd Lombard, IL 60148

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:08/21/2025

  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 regarding the plumbing service provided on August 10, 2025, for water backing up into my basement. I was denied a full reimbursement of $1,825, as the service did not resolve the issue.
  
  Details of the issue:
  
  I contacted the company August 10th because water was backing up into my basement when running the sink and garbage disposal.
  
  When the technician arrived, I explained the problem and noted that I was unsure whether the issue was the pipes or the disposal. I later learned he is not a licensed plumber and was unable to properly evaluate the disposal issue, which was contributing to the backup. He never informed me of not being a plumber and never evaluated the garbage disposal when we clearly brought up that we thought the garbage disposal might be the culprit behind the flooding. When calling a plumbing company, I assume they send a plumber.
  
  Just as a doctor does not expect a patient to diagnose themselves, I relied on the technician’s expertise to accurately identify and fix the plumbing problem. I reasonably expected that a competent professional would perform the work necessary to resolve the issue.
  
  Based on his assessment, I agreed to the proposed pipe work, expecting a competent resolution. The next day, the sink continued to back up when using the disposal.
  
  I contacted the company on August 13th and August 20th, requesting management intervention. I received no resolution, and my requests for a refund were denied.
  
  I was able to resolve the issue myself using a simple vinegar solution. The service performed should have addressed the problem, yet the $1,825 bill was incurred unnecessarily. A competent evaluation would have prevented this. It is not the responsibility of the customer to know what type of professional or work is needed. It is the job of the service provider.

  Business Response

  Date: 08/28/2025

  Upon review of the situation, we have decided to provide a refund to Mr. ***** and expressed our sincere apologies for the issue. 

  Customer Answer

  Date: 08/28/2025

  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:08/13/2025

  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.

  Sat 7/12/25 Roto Rooter assisted in cleaning out my clogged main line, no complaints there, I was pleased with the service. My issue is I was told they would return to send a camera down (complimentary) to gain further understanding of potential drainage issues. Days went by, I heard nothing, so I called. I was assured someone would call and schedule an appt. No one called. I called again and was told I have a service window of Wed 23rd-Fri 25th 1-5pm. No one showed. No one called. I called again, explained my situation, the operator was very courteous and stated she would “escalate to management” as I “should have definitely heard something by now”. I explained I had little faith as I’ve been told this already, but she was adamant someone would be in contact. Never heard anything.
  
  Keep in mind I’ve had my toilet off to the side in the same spot since July 12th, as I was instructed I’d be charged to take it back off later, and it’d be easier to leave it off. I agreed. Now it’s been a month 8/13/25.
  
  I’ve called July 13th, 14th (multiple times) 17th, 22nd, 24th, and the 29th. All with confirmations that I would hear back.
  
  I’m simply asking RR to complete said job, and at least act like they’re considerate of my time. RR has been very helpful in the past, and I thought we were on a path of getting to the root (bad pun) of the problem where further service from them may be required. Unfortunately, it seems being that this camera was a free service, there’s no motivation to follow up.

  Business Response

  Date: 08/14/2025

  This complaint is the first we have heard of this issue.  We will contact the customer to schedule the camera inspection.  

• Initial Complaint

  Date:08/13/2025

  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.

  On 3/24/2025 I called roto rooter for a clogged drain in my basement. Plummer arrived. said the main sewer line had to be replaced as it was broken in several places and the work he did would not hold. He did take $588.00 for the job anyway. in a very short time a field supervisor named I**** A****-G**** arrived to sell me on a new sewer line for a cost of $ 18000.00. HE GARANTEED me that amount would include everything that had to be done. EVERYTHING. he had me sign on a Docu-Print pad several times and when i asked what I was signing he misled me, deceived me and lied to me. after the job was completed he sent an additional bill for over $7000.00 to my *** insurance co. The mitigation that was stated on the bill was not needed. I did not have an overflow of sewage. I had a clogged drain only .I told *** that the bill was not warranted so they sent me the money. roto rooter now has me in collection for the additional $7000.00 on top of the $18000.00 I paid them. I am an 80 yr ,old handicapped female that was taken advantage of by a very unethical representative of roto rooter. If this a common practice of the company , they should have their license to operate in ************ take away. I always thought there were laws protecting the elderly from this kind of deceptive business practices.

  Business Response

  Date: 08/13/2025

  We were called out to the property at **** **** ** for a main sewer line clog. After a camera inspection, it was determined that there was an issue in the line that required an excavation. This work was performed for $17,800.00 which WAS paid for by the customer. Isaac, the technician in question, has nothing to do with this department and is part of our water mitigation team. We went out and performed a mitigation job due to the sewage being soaked up by the carpet and standing sewage by the washer and dryer. The job was performed and dried by ***** standards and promptly sent to her insurance company. The money paid to her by insurance, was for the water restoration. She has reiterated to multiple employees at Roto Rooter that she took the money and placed it into her escrow account and that it is hers. She was then sent to our collections department and we can no longer negotiate on the bill.  

• Initial Complaint

  Date:08/07/2025

  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.

  Dear Better Business Bureau,
  
  I am submitting this formal complaint regarding a service performed by Roto-Rooter on July 5, 2025. The charges applied were significantly higher than justified by the actual scope of work completed, and the company has failed to provide promised documentation or adequate customer support.
  
  The initial quote, $5,495, was based on an assumed extensive repair, but the actual work performed was substantially less. Even the technicians on-site acknowledged that the job was not as large as anticipated. Despite this, I was charged the full quoted amount.
  
  Additionally, I was promised videos and photographs documenting the condition before and after the work. These materials have not been provided, despite over a dozen attempts to contact Roto-Rooter’s customer service and satisfaction liaison. The only invoice I received was a vague, five-line summary lacking any meaningful detail.
  
  This experience reflects poor communication, lack of transparency, and questionable billing practices. I am requesting a fair and itemized reassessment of the charges, along with the promised documentation. Furthermore, I am seeking appropriate compensation for the overcharge and the time and effort spent attempting to resolve this issue without success.
  
  Thank you for your attention to this matter and for assisting in a fair resolution.

  Business Response

  Date: 08/15/2025

  Per customer request, Addition information has been sent to the customer.

• Initial Complaint

  Date:08/06/2025

  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 initially contacted Roto Rooter on June 8th, 2025 for emergency service to resolve a clogged main sewer line in *******, NY. During the visit, the pipe was examined and it was determined that tree roots had cracked the line at the foundation. After other quotes, I went with Roto Rooter to perform the repairs on June 16th 2025 for $8,546. While the repairs to the pipe were done as expected, the resulting damage to my property and land was unacceptable. The ground had to be excavated and in doing so it was "discovered" that another section of the pipe had cracked requiring additional service and payment of $2,500. I'm unsure if the pipe was cracked during the excavation as the technicians also damaged several panels of siding on my house with the machinery (which I later found out was a rental, and not the standard equipment the company uses). I was told that any disturbed land would be replaced, slightly higher to grade, and then settle. It's now been a couple months since the work and the ground is still well above the previous grade, making it unusable.
  
  To make all of this even worse, I've had to contact Roto Rooter weekly in attempts to get them to work with my insurance company, and to rectify the damage that was done to my siding (as I was promised by my sales rep). I and my insurance claim agent were initially provided with a lump sum invoice for the work that was done, but this was insufficient as my insurance requires itemized costs for parts and labor. I was told by my Roto Rooter sales rep that they would handle everything that the insurance needs.
  
  To date, I've still not received any information about what will be done about the damage to my property, and have yet to receive the required documents in order to complete my insurance claim.

  Business Response

  Date: 08/06/2025

  For every job, there is verbiage on the proposal that additional work could be required after we begin. Also, there is a standard landscape waiver explaining what the company is responsible for after the natural ground is disturbed. Both of these documents were signed by the customer before we began work. We can resend these if the customer would like us to.

  We do not work directly with insurance companies. Our contracts are with the customer. Our pricing is calculated based on many factors, including equipment, depreciation, insurance, parts, permits, rentals, labor, etc. We do not provide itemized breakdowns. We have spoken to this customers insurance company at least twice, shared what info we could and informed them that they need to contact the insured party.

  The customer was advised to send us pictures of the damage he describes and a quote for the repairs. We can submit them to our risk assessment department for review. If approved, we can get those funds sent in about 7-10 days. To this point, we have not received anything to submit.

• 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:08/02/2025

  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.

  Roto-Rooter performed partial plumbing work at my property in *********** *L, and issued Invoice #******** for $9,700. I never signed the service agreement (******** remains unsigned), and the job remains incomplete.
  
  The technician performed a small spot repair, partially connected kitchen and laundry lines, and removed a tub for access. However, they did not:
  • Replace the damaged mainline pipes (which they acknowledged were cracked)
  • Repair the concrete or any structural cuts
  • Restore the drywall or leave the area fully functional
  
  After starting the job, I was told I’d need to pay an additional $5,000 to finish what should have been part of the original quote. I declined due to the sudden upsell and lack of transparency. Despite not completing the job or securing a signed agreement, the company still submitted a $9,700 charge to my ********* Bank credit card.
  
  I have contacted Roto-Rooter management several times and even allowed a technician to revisit the property, but the company insists they “fulfilled the contract” — despite the job being incomplete and no signed agreement in place.
  
  I am requesting:
  • Full completion of the work as described: including pipe replacement, concrete repair, and drywall restoration OR
  • Full cancellation of the $9,700 charge due to incomplete and misrepresented service
  
  I’ve documented everything and have escalated the issue to ********* Bank. I am filing this BBB complaint to formally document the dispute and seek resolution.

  Business Response

  Date: 08/04/2025

  Spoke to customer and resolve the issue.  the hot water is a separate issue not from the work that we did.  We fixed free of charge. We fulfilled the contract with the customer regarding the excavation work, which he agreed but wanted the rest of the line fixed.  We gave him a price to fix the rest of the line of $4,000.  He did not want to pay anymore. We sent techs back to do more work that was outside of the original invoice for no charge, 

• Initial Complaint

  Date:08/01/2025

  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 hired them to come to unclogged the tub because it was not draining. In essence to that I am assuming they end up replacing the drain stopper. They charged me $650.00 to unclogged the tub on May 12, 2025. I had to call them back because it cause issues in my kitchen sink where it gurgled in the tub. The tub was finally clear and there was gurgling as the water was draining from the kitchen. On May 29, 2025 they came back to fix the gurgling noise from the sink They took the toilet off to go down the pipe to unclogged the gurgling noise. When they put the toilet back on their seal is still leaking out the side. They replaced the valve in the toilet tank and the toilet tank lid would not fit. It was up to high and was never put on properly. I got final bill sfor $804.73

  Business Response

  Date: 08/01/2025

  Called the customer, she was upset and was cussing about her experience. I offered to try to help her and asked if she would mind sending me the bill from the other company. She said no problem, and she would call me back in a few hours. I tried to explain that I would not be available at that time and she hung up. I am going to call back to her on Monday to arrange an agreement to possibly refund partial. 

• Initial Complaint

  Date:07/29/2025

  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 Plumbing and Water Supply to have a cracked water pipe repaired and was told I needed an estimate. An estimator showed up an hour or so later and told me extensive time and work would be needed. The cost would be $3994.00 and I had to sign a contract. A repair man showed up about an hour later. He replaced the pipe and finished the repair in less than 3 hrs, and Roto Rooter the $3994.00 to my card. THAT COMES TO AN HOURLY RATE OF $1331.00! I called them and asked for an adjustment. A manager called me and rudely said "Too Bad" and hung up on me.

  Business Response

  Date: 07/30/2025

  Dear ******,

  
  I hope you are
  doing well. I recently received your email expressing concerns about the
  pricing of our services provided at your home. I wanted to personally reach out
  to address your concerns and provide some clarity around our pricing structure.

  
  First and
  foremost, I apologize if our pricing has caused any confusion or
  dissatisfaction. At Roto-Rooter, we are committed to delivering top-quality
  services while maintaining fairness and transparency in our pricing. The
  pricing model we have in place is designed to take various factors into
  account, such as product development, manufacturing costs, market conditions,
  and ongoing support and updates.
  I understand that
  the cost might seem high compared to some other options in the market, but we
  have designed our services to provide premium experience and deliver
  exceptional value and performance. Our team continuously invests in research,
  quality assurance, and customer support to ensure you have the best possible experience
  for our customers.
  I hope this
  explanation provides some context and reassures you of our commitment to
  providing excellent value for the price. If you have any further questions or
  concerns, please feel free to reach out. Our team is here to help and support
  you in any way we can.

  
  Thank you for your
  understanding and for being a valued customer of Roto-Rooter.

  Customer Answer

  Date: 07/31/2025

  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)
  
  Roto Rooters contract called for, " EXCAVATE AND REPLACE 4FT OF 1" PVC " Please itemize list the cost of these repairs totaling $3,994.00.

   

   

   

   

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

  Business Response

  Date: 08/08/2025

  Dear ******,
  
  I hope you are doing well. I recently received your email expressing concerns about the pricing of our services provided at your home. I wanted to personally reach out to address your concerns and provide some clarity around our pricing structure.
  
  First and foremost, I apologize if our pricing has caused any confusion or dissatisfaction. At Roto-Rooter, we are committed to delivering top-quality services while maintaining fairness and transparency in our pricing. The pricing model we have in place is designed to take various factors into account, such as product development, manufacturing costs, market conditions, and ongoing support and updates.
  I understand that the cost might seem high compared to some other options in the market, but we have designed our services to provide premium experience and deliver exceptional value and performance. Our team continuously invests in research, quality assurance, and customer support to ensure you have the best possible experience for our customers.
  I hope this explanation provides some context and reassures you of our commitment to providing excellent value for the price. If you have any further questions or concerns, please feel free to reach out. Our team is here to help and support you in any way we can.
  
  Thank you for your understanding and for being a valued customer of Roto-Rooter.

• Initial Complaint

  Date:07/29/2025

  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 7/3/25, I requested service to an apparent toilet issue that was suspected to be a driver in a recent increase of water expenses.
  
  I chose Roto-Rooter due their reported warranty guarantee.
  When the service person completed his evaluation, he recommended replacement of a valve on all toilets. I inquired about one toilet. After much back and forth, he indicated that he would do the work without using Roto-Rooter parts. At no point in time did he indicate this would result in waiving the Roto-Rooter warranty.
  
  The toilet issue now having the same issue and Roto-Rooter’s position is that a warranty does not exist.
  
  I was not made aware that this was how Roto-Rooter approached their employees ability to in essence sub-contract work.

  Business Response

  Date: 07/31/2025

  HAVE TRIED MULTIPLE ATTEMPTS TO REACH OUT FOR 3 DAYS WITH NO LUCK OF CONNECTING WITH CUSTOMER, NOT SURE WHERE THE CONFUSION IS BUT CUSTOMER HAS WARRANTY ON WORK PERFORMED TO OFFER TO GO BACK OUT AND FIX ISSUE OR REFUND MONEY.