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

  3 Alan B Shepard Jr Pl Ste A Yonkers, NY 10705

  
• 

  Roto-Rooter

  5115 7th Ave Kenosha, WI 53140

• 

  Roto-Rooter Plumbing & Water Cleanup

  1980 Riverside Pkwy STE 202 Lawrenceville, GA 30043-5943

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:03/13/2025

  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.

  1. Date: 3/7/2025 - 3/8/2025
  
  2. Amount: $8,0000
  
  3. Business Committed to Provide:
  a. Line (main sewer) fully charged with a hard stoppage at 22 feet
  b. Remove tile floor, cut, break and remove concrete
  c. Replace existing service with schedule 40 PVC
  d. Low pressure hydrojet after completion
  e. Backfill and relay new concrete
  f. Recamera for discovery
  
  4. Nature of dispute:
  -Roto Router was contracted using the estimator (Ryan P********) who incorrectly assessed the floor as concrete not a wood sub-floor.
  
  -Ryan said upon completion of the job, the only thing we'd have to do is replace the tile.
  -Contractors (licensed plumbers) showed up on 3/8/2025 prepared to work on a concrete-based floor, not a wood sub-floor. They said it required a licensed carpenter to complete the finishing work.
  
  -Contractors said they wouldn't be able to properly close the hole in the floor and we'd have to hire someone else to cover the hole. They said that if something happened, it wouldn't be covered because they are licensed plumbers, not licensed carpenters.
  
  -Their solution was use 1/2 inch particle board over the hole, which actually required 3/4 plywood - not particle board - and put duct tape around the edge to prevent tripping.
  
  -We said that was unacceptable and called Ryan, the estimator.
  
  -We explained the above and Ryan said he would contact his manager for guidance.
  
  -We didn't hear back, so I asked the plumbing crew if they had heard anything, and they said they heard that they needed to put the temporary patch down and have us hire a licensed carpenter to complete the job at our expense.
  
  5. We repeated the solution was unacceptable & called Ryan again. He said he couldn't reach his manager & said there was nothing more he could do. He gave us his manager's phone & suggested we contact him, but despite multiple calls, we haven't heard back, & now we have a hazardous unfinished patch covering the hole that plumbers said not to walk on.
  
  6. Contract available

  Business Response

  Date: 03/14/2025

  Spoke to customer sending contractor to repair joist and sub floor, customer is aware is responsible for the remaining floor needed after. Customer is ok at this time.

• Initial Complaint

  Date:03/08/2025

  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.

  THIS OCCURED ON 02/13/2025. IN TRYING TO UNCLOG MY KITCHEN SINK, I DAMAGED IT. I CALLED A NUMBER THAT WAS SUPPOSED TO PROVIDE ME A PLUMBER FROM UNION CITY. INSTEAD, I WAS ROUTED OVER TO ROTO ROOTER. I HAD DONE BUSINESS WITH THEM YEARS AGO AND I WAS NOT HAPPY... BUT I FIGURED, LETS GIVE THEM ANOTHER SHOT. THIS GUY NAMED F******** WAS SENT. I SHOWED HIM THE DAMAGED SINK AND TOLD HIM I HAD DAMAGED IT USING A PLUNGER TO UNCLOG IT. THIS LED TO WATER SPILLING TO THE BOTTOM CABINET AND THE FLOOR AS THE DAMAGED PIECE LAYED HANGING. I SHOWED HIM THE DAMAGE AND ASKED HIM HOW MUCH WOULD IT COST TO FIX MY SINK ? HE TOLD ME THAT HE HAD BAD NEWS FOR ME... THEIR PRICES HAD GONE UP. IT WOULD BE $650 BUT THEY HAD A $100 OFF COUPON. INITIALLY I AGREED UNTIL HE TOLD ME IT WOULD BE $598 WITH TAXES. I TOLD HIM I WOULD PAY $550 BUT NO MORE. WE ARGUED A BIT AND HE FINALLY AGREED. HE TOLD ME HE WOULD START SNAKING THE PIPES. I TOLD HIM TO HOLD ON. I ASKED HIM DID HE HAVE THE PIECE TO FIX THE SINK. HE TOLD ME HE DID. I TOLD HIM TO GET IT. HE WENT TO THE TRUCK AND RETURNED. HE STARTED TO SNAKE THE PIPE AND STOPPED. HE SAID IT WOULD BE EXTRA TO REPLACE THE PIECE. I TOLD HIM WE HAD AN AGREEMENT TO FIX MY SINK FOR $550. HE TOLD ME YOU ONLY ASKED THAT I SNAKE IT. I SAID, THAT IS NOT WHAT I SAID. OUR AGREEMENT WAS TO FIX THE SINK. HE TOLD ME THAT HE THOUGHT HE COULD FIX IT WITHOUT ANY EXTRA CHARGE. HE SNAKED IT AND, I THOUGHT REPLACED THE DAMAGED PIECE.HE DID NOT. HE LEFT, WITHOUT PROVIDING ME A RECEIPT. AND ABOUT 10 DAYS LATER I HAD WATER GOING INTO MY CABINET FROM THE SINK.I COMPLAINED ABOUT THE SHODDY TREATMENT, BEFORE I HAD THE WATER FALLING INTO MY CABINET, AND SOME HIGHER UP NAMED B**** CALLED ME AND TOLD ME IF I HAD ANY FURTHER PROBLEMS TO CALL HIM AT ###-###-####. OF COURSE HE DID NOT PROVIDE AN EXTENSION. A RECEIPT WAS SENT VIA EMAIL SAYING THAT I REFUSED TO PAY MORE THAN $550. I HAVE ALSO HAD MY SINK PROPERLY FIXED. I WANT A $250 REFUND AND AN APOLOGY FROM THIS LOW CLASS COMPANY. THANKS

  Business Response

  Date: 03/09/2025

  I spoke with customer. Was able to listen to their concerns. I was able to resolve the issue for the customer. We will be giving the customer a 50% refund. Customer is satisfied at this time.

  Customer Answer

  Date: 03/19/2025

  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.

  
  

  
  

  I AM NOT REJECTING THE OFFER BUT I WAS TOLD THIS ON MARCH 9TH AND I HAVE YET TO RECEIVE A CHECK. WHEN I RECEIVE MY CHECK THEN I WILL CLICK ON THE ACCEPT BOX FOR TERMS REACHED AND CLOSE OUT THIS MATTER.
  Regards,
  
  
  
  ***** *********
  
  

  Business Response

  Date: 04/01/2025

  Spoke to customer and he did receive the refund as requested. Customer is waiting for BBB to contact him to close out concern on his end.

• Initial Complaint

  Date:03/05/2025

  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.

  In July of 2024 I had sewer water back up into my house. I called Roto-Rooter and they came out assessed the situation, and gave me details for cleaning the basement and fixing the problem outside. A team and moved things around and cleaned the basement as well as a team came out to fix the plumbing. The excavation crew came, worked, and left in the time I was at work for 4 hours. Never saw any pictures or videos of the finished result. Over the next 2 months they were calling me and leaving messages that I owed more then what was agree upon with my insurance company. They were calling and leaving messages but never returning my calls. Fast forward too November of 2024, I had another back up into the basement. I called a different company to come out and look. They found it was a situation close to the old problem. I called Roto-Roter back out to look and they claimed it was an issue in the wall of the foundation. They also sent out another cleaning crew. This time they cleaned and brought the fans, but instead of coming by every day or two like thay did last time, the fans were running for a full week with no one checking the air quality. I have been waiting to see if I needed to add another claim for the cleaning due to the fact this could be a problem that was not fixed back in July I have been requesting to have someone come out and show the video evidence from the previous fix.. Again, not returning calls leaving messages about how I am past du on the cleaning bill and no one reaching out to discuss looking into the plumbing. I know this is a lot please feel free to call with any questions

  Business Response

  Date: 03/06/2025

  sent customer the requested photos and video. We are sending out a tech to do another camera inspection per customer's request. 
  
  ****************

  Customer Answer

  Date: 03/06/2025

  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.

  
  

  After reviewing the footage from July and examining the situation in person, we are clearly dissatisfied with the outcome. The July video only shows the repaired pipe and lacks any evidence of an underlying issue. If there had been video documentation of a problem back in July, we could have resolved it at that time. The absence of this evidence indicates a failure to address the issue, leading to the re-flooding of our basement in November that could have been prevented. 
  

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

  Business Response

  Date: 03/12/2025

  Roto Rooter's License holder for the state of ** went out and scoped the line while ***** was on site. We also sent him the videos and the pictures of the original repair at his property. ***** stated to our license holder that we had given him a price to repair the entire line and trap the day we did the repair. He also stated that he thought he would have more time before it became an issue again. 

   

  ****************
  
  Above is the link for the original project. The second video on the link is when the license holder went out to the property to show ***** the additional issues. 

  Customer Answer

  Date: 03/24/2025

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

  
  

  
  I was present when they scoped the line the day before they made repairs and discovered a break in the line. They provided me with two different quotes, even though I initially thought there was only one problem. I did see the original video, but there is no footage of the rest of the line, even though they promised to check it after the repairs. They also stated that the line would be jetted, but it wasn't, which led to more backups in the house. 
  
  Fast forward to November, when I had another company and Rooter, come out for a different issue. Both companies confirmed that the new issue could not have occurred in the timeframe since the original repair.
  

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

  Business Response

  Date: 04/01/2025

  Roto Rooter's License holder for the state of ** went out and scoped the line while ***** was on site. We also sent him the videos and the pictures of the original repair at his property. ***** stated to our license holder that we had given him a price to repair the entire line and trap the day we did the repair. He also stated that he thought he would have more time before it became an issue again

  Customer Answer

  Date: 04/08/2025

  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.

  
  The message that was just sent was a copied message from March 19th. I replied on March 24th with the following message:
  

  I was present when they scoped the line the day before they made repairs and discovered a break in the line. They provided me with two different quotes, even though I initially thought there was only one problem. I did see the original video, but there is no footage of the rest of the line, even though they promised to check it after the repairs. They also stated that the line would be jetted, but it wasn't, which led to more backups in the house. 
  
  Fast forward to November, when I had another company and Rooter, come out for a different issue. Both companies confirmed that the new issue could not have occurred in the timeframe since the original repair.

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

  Business Response

  Date: 04/16/2025

  When Roto Rooter assists our customers in filing an insurance claim, we NEVER agree on a price before work because we never know what the job will entail. When *** ***** called in for the second time, we performed the mitigation work to the IICRC standard of care.  However, I have personally spoken on the phone with *** ***** and was the one responsible for getting the camera tech to see if the issue was from pervious work performed or in a different area of the pipe. Upon discovering that the issue was in an area separate from the original work performed, I personally let *** ***** know that now that we have identified it as a separate cause of loss, payment would need to be made ( almost 4 months after we performed the work). We removed the cost of monitoring from the invoice (we don't do air quality tests unless it is a mold job) In between these two instances, I spoke on the phone with *** ***** and revised his invoice to which he verbally agreed (on a Friday) and claimed he would be ready to pay by Tuesday, to which i agreed. He is now over the allotted time to settle and the invoice and was sent to our Collections team. Unfortunately since *** ***** was delinquent for over 120 days, he will now have to work with the collections agency to come to a resolution. 

  Customer Answer

  Date: 04/27/2025

  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.

  
  

  I understand how this is supposed to work, but I am experiencing issues with the initial job that was completed in June.
  
  When the first problem occurred in June, both the plumbing technician and the manager came to my house. I was informed that the initial problem would be fixed, the line would be cleaned and jetted, and they would also check for any other issues. After the job was completed, I was not informed of any additional problems and was told that everything was good to go. However, when we used the plumbing, there was still a minor backup, which I managed because it was a small amount. I notified Roto-Rooter about this, only to find out that no one had come out to jet the line. At this point, it seemed that no one had thoroughly checked the entire system.
  
  Fast forward to November, five months later, when we experienced a significant backup in the basement. I called both Roto-Rooter and another plumbing company to assess the situation. Roto-Rooter informed me that there were roots in the foundation of the house causing the backup in the plumbing. They also mentioned that this issue would take more than five months to develop. At that point, I requested video documentation of the entire line following the initial fix in June, especially considering I have a one-year warranty on the service. So far, I have not received any proof that the plumbing line was fully checked, as I was originally informed it would be.
  
  I have withheld payments for the second cleaning because I believe the initial job was incomplete and not done to the specifications I was given. While I understand that the current problem is in a different area, it should have been identified during the June visit.
  

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

  Business Response

  Date: 05/01/2025

  License holder went back on March 6th with *** ***** on site. He showed him the video while on site and we also sent him the video and pictures. *** ***** stated while on site that we gave him the option to fix the entire line but he declined assuming that he had a long time before it became an issue again. (Also admitted to this in communication history on BBB) The repair that we made is clearly shown in the pictures and video from March 6th. See link below. 
  
  ****************
  
  

  Customer Answer

  Date: 05/07/2025

  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 license holder returned on March 6th, and I received the video and pictures at that time. I was given the option to repair the entire line, but I was not informed that there were multiple issues. This was the first time I learned that payment was not guaranteed until all problems were resolved. 
  
  The comment about needing more time was meant as a joke and was unrelated to the current issue. While the repair itself is clear, there is no video evidence that the rest of the line was checked during the initial repair. When reviewing the video from the July repair, it stops shortly after the fix. This suggests that the entire line has not been checked at full capacity, and it raises concerns about any remaining issues.
  

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

  Business Response

  Date: 05/08/2025

  Roto Rooter's License holder for the state of PA went out and scoped the line while ***** was on site. We also sent him the videos and the pictures of the original repair at his property. ***** stated to our license holder that we had given him a price to repair the entire line and trap the day we did the repair. He also stated that he thought he would have more time before it became an issue again. Also showing in the photos is the Jet truck on site the next day. Photo timestamped 6-18-2024.
  
  ****************
  
  Above is the link for the original project. The second video on the link is when the license holder went out to the property to show ***** the additional issues. 

   

  ***** now says he was jokingly saying that he had more time. 

  Customer Answer

  Date: 05/13/2025

  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.

  
  

  
  

  I have received the videos and photos of the work that was completed, as well as the video from March that highlights an issue. I am once again requesting a video showing the entire line after the original job performed in June. I was informed that the line would be checked for any additional problems and that we could address them while working on it. However, I did not see the full scope of work until March.
  

   

  Yes, the jet truck was there the following day after I called to request it. There was a small backup into the house, and I discovered that the work had not been completed the day prior, contrary to what I was told. The link does show that someone came out in MARCH to identify an issue, which was surprising since I was assured that this particular problem would not have developed since the job in July was completed.

   

  For this reason, I am requesting to see the evidence from June to confirm whether the issue was present then, as I was led to believe that it would have been addressed.
  
  
  
  
  Regards,
  
  
  
  ***** *****
  
  

  Business Response

  Date: 05/21/2025

  Roto Rooter was contracted to excavate to perform a spot repair and jet upon completion of the excavation. Roto Rooter completed the contracted work. *** ***** even stated that he had more time before he would have to have additional work done that was brought to his attention time of service. 
  
  We have performed additional work for free to satisfy this customer. Including drain cleanings, camera work, etc. 

  Customer Answer

  Date: 05/27/2025

  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.

  
  

  
  

  Rotor Rooter was contracted and excavation was done but not checked to the fullest like I was informed it would be. The jet was not completed till they were called out the next day after more water was in the basement. Again, the statement of more time is being taken out of context as I did say that BEFORE any work was done when we were in my kitchen with the manager and plumber there. There was no mention of any additional work that was needed after the first camera was done and saw the blockage near my sidewalk. All footage in July shows no evidence that the entire line was checked. When the “additional” work was done is when a Roto Rooter employee told me the problem I have now would have not occurred since the work done in July and that it should have been spotted. Also not to mention the fans that were left running in my house for over a week without anyone coming to check the air quality like they did the first time. 
  
  
  I am not asking for anything to be fixed. Since the work was incomplete I feel any cleaning since the original cleaning should be handled by Roto Rooter due to the lack of evidence the entire line was checked for problems. 
  
  
  
  
  Regards,
  
  
  
  ***** *****
  
  

  Customer Answer

  Date: 06/03/2025

  Here are the documents for the pipe fix and the cleaning of the basement. 

  Business Response

  Date: 06/04/2025

  We cannot contact customer as he is in collections. Roto Rooter did work of what was in the contract. Pictures prove the work was done properly. Customer has joked about thinking he had more time to get additional issues addressed. Roto Rooter has suppled customer with all necessary videos and documents. We have also camera inspected multiple times free of charge. 

  Customer Answer

  Date: 06/14/2025

  Here are the invoices for the original plumbing fixed by rotor rooter and the service completed by ***** in November. 

  Business Response

  Date: 06/18/2025

  We cannot contact customer as he is in collections. Roto Rooter did work of what was in the contract. Pictures prove the work was done properly. Customer has joked about thinking he had more time to get additional issues addressed. Roto Rooter has supplied customer with all necessary videos and documents. We have also camera inspected multiple times free of charge. 

  Customer Answer

  Date: 06/25/2025

  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.

  
  

  
  

  Again, I did not receive video or photographic evidence of the ENTIRE line when it was done. Having that would have allowed the problem to be fixed if it was there, but since the entire line was not inspected like I told it would be on completion we had water backed up into the house again. 
  
  
  
  
  Regards,
  
  
  
  ***** *****
  
  

• Initial Complaint

  Date:03/03/2025

  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 made an appointment to fix a broken pipe which is running currently still. The appointment was made on Friday for a Saturday appointment between 10-12. Saturday I wake up to an email stating they had me set up for Monday 3/3/2025 between 8-10am with no explanation of the appointment change. So I had to contact my employer and take Monday off work to be there for them. At 10am there still was no one at my house, mind you the water is still running. I call only to have them tell me that their technician just got to work at 10am!!!! And that they would have to reschedule. They gave zero apologies or any offer to compensate me for my lost wages or even take money off my bill. I was met with hostility being told I was being unreasonable for being upset because things happen! Then after they hung up on me I tried repeatedly to call back, only for them to block my phone number! These people are liars and assholes. They have hundreds of reviews on yelp stating exactly what I went through. Why are these people accredited at all?!!!

  Business Response

  Date: 03/27/2025

  The customer places an eschedule request on 02/28 and is scheduled for Saturday 02/29 for leak detection. ** ***** does not have plumbers that work on weekends. Also, the call was booked as a code 04/00 and in doing so was put on a very heavy excavation board that had over 70 open tickets at the time. We ran as many live lead tickets as we could on that day but we never reached out to the customer to reschedule or inform him of the scheduling conflict. The customer called in Monday 03/03 at 10am asking when we might be coming. The customer was upset as to be expected but also extremely hostile and vulgar. I do not know if his calls kept dropping or if he was hung up on because of this be he called in 6 times that morning, and everytime upon answering the customer immediately starts threatening and cursing.

  The branch has reached out to the customer and I have as well to apologize. We have both left voicemails. We are in agreement that because of the hostility of the customer, if he does call back, we will offer an apology but also recommend that he call another company. The branch does not feel comfortable sending anyone in person and risking a confrontation..

• Initial Complaint

  Date:03/02/2025

  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.

  Misrepresentation: Roto-Rooter provided inaccurate information about the scope of work and cost. They overcharged for the work and they failed to perform and finish the work as I was promised.
  Breach of contract: I have a service agreement with Roto-Rooter and they failed to perform the work according to the contract terms.
  
  See attached for additional information.

  Business Response

  Date: 03/12/2025

  We completed the work proposed to address the issue at the time. Customer signed invoice after the work was completed and ensured that the system was functioning properly. The customer then had additional issues later on which we happily went back out to inspect. The original work had nothing to do with the issue and after inspection deemed to be installed correctly. **** believes that the work was unnecessary, however we have video evidence prior to starting our work that shows heavily scaled cast iron in need of repair. We have after video showing the repair, along with video showing a different problem completely on another line. We offered discount or repair of second line and which she declined leaving no other option but to collect. 

  Customer Answer

  Date: 03/24/2025

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

  
  Roto Rooters did not respond to my complaint at all. When the problem started at my house, we called Roto Rooters and they came over and looked at the bathrooms and showers that had issues and were clogged. Due to the technicians request, he called his Supervisor and his Supervisor Rohail came and provided us two proposals, one for 20 feet and one for 40 feet. We decided to go with the 40 feet to reline the whole line. On the day of installation on 9/7/24, the problem started that day. Their own technician told us that Rohail made a mistake and missed the second clean out and second lateral line. They told us that he has done this before. Roto Rooters needs to take responsibility and fix the problem permanently. Roto Rooters needs to look after their innocent clients and not their own pockets. On 2/8/25, Roto Rooters sent a second professional technician to find out the problem, and their own technician admitted that Rohail made a mistake and missed teh second lateral line and clean out. He found two issues. First, there was a root intrusion in the second lateral line. Second, they need to assess the potential belly in the pop approximately 44 feet, accessed through crowd space clean out in lateral line. Third, missing promised transferable warranty. I have sent enough evidence, including texts, to prove the problem and this issue started exactly on 9.7.24 with me and Rohail. Please review all the documents which was sent with my complaint to BBB. 
  
  Regards,
  
  
  
  **** *********
  
  

  Business Response

  Date: 03/24/2025

  We have sent the information to the bank to prove the work on the disputed charge. We have not contacted **** in an attempt to collect money.

  Customer Answer

  Date: 04/01/2025

  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.

  
  

  I have contacted my bank they said it’s too late . They have closed dispute in my favor and I won dispute fair and clear. They had so many months to prove their case but didn’t ! I also contacted **** Coperation told them what’s is going on they said the same thing that my bank told me . 
  My bank said, they follow **** guideline rules and regulations and there is nothing they  can do for Roto rooter. 
  Roto rooter should be concern about the damage they caused my home and stress and agonies they caused me and my family. We have not used two toilets and one shower over 7 months and it doesn’t concern them or they just don’t care . 
  Roto rooter or any other business should make money fair and clear and by honest business practices and stand by it . Roto rooter missed the  problem and diagnosis it wrong and did not solve what they promised me and problem still exists and also damaged my home by not not fixing it.and they want me to pay them for Roto rooter wrong doing to my home . Please tell me where this business practices is acceptable. They should remember When we  went in to contact with Roto rooter there was no issue and wore told this is home improvement increase value and transferable 5years warranty part and labor would very valuable to us .  we wore told if we don’t do this it will

  cause more damages and cost more money to fix it . Roto rooter told us we need 45 ft or relining and due to their employee it was only 35ft. Exaggerating the issues and prices and also labor and workmanship and fear factor is not acceptable to innocent home owners . Roto rooter is responsible for damage to my home and need to take responsibility for it . 
  
  

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

  Business Response

  Date: 04/07/2025

  We have gone out and completed video inspection that shows the quality of our work is good. We offered to provide a free jetting service on a second line where there are roots growing in. **** declined our offer. We are confident that work we completed last year was needed and our video inspection before the work shows the issues and the inspection after shows the result.

  Customer Answer

  Date: 04/07/2025

  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 problem exists from the day of installation 9-7 -2025. This is fact and there is enough text messages to prove it . Roto rooter tech told us that we wore dis informed by Roto rooter tech ( ( Rohail ) and they wore in contact with Rohail on same day  to find where is 45ft line what’s is going one because that line was not 45ft. Roto rooter employee told us Rohail did not use right cable or big enough cable to able to see everything. Rohail told us that is the only  cable he has and always use . Again Roto rooter employee told twice that as soon as they came in to job site they know something was wrong if you have 9 toilet, shower as Rohail told them or write in his report you must have more than one existing clean out. If this was clear to two technicians twice Rohail should have been known.Rohail lack of knowledge and expertise caused this issue for every one  and management need to take responsibility for it .

  every buildings ,house, home are different and not build the same . That’s why I called professional companies, contractors with long term reputation to diagnose the problem and come up with solutions. That’s why they actually came inside of home twice and look at all toilets. They estimate was provided to me need to solve all the problems and not solve part of problem. Even with smaller cable he used for camera rohail should have been able to see the belly and he chosen to Ignore it.    If Rohail recognized the belly he knew something is connected to belly and that requires more investigation and using longer cable . This is what other two technicians did and by using longer cable they wore able to see there  another lateral line connected by belly to other lateral line. That’s why they wore able to find second  existing clean out . 

  there is two existing clean out and two lateral line connected by belly. 

  this was not hard to diagnosed if he had longer cable  and could of solved a lot of headaches and money for customer and management. 
  Roto rooters should not ignore the fact and problem and their mistakes and play by word to just prove their point of views.  
  hope fully we get to bottom of this issues soon before it caused  further damages. If there is more damages there would be issues.

  thank You 

   

  . 

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

  Business Response

  Date: 04/16/2025

  We have tried in good faith to provide additional work but customer demands are not reasonable. We have submitted information to the bank as requested along with the dispute she has made. The complaints have changed from not having a written warranty, to a faulty second line, and now to work not completed on the liner. 

  Customer Answer

  Date: 04/21/2025

  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.

  
  

  issues and problems never changed. It started on day one Instlation which was September 7 2024 . There is a lot  of text messages and phone calls to back it up . We wore  not informed by Roto rooter expert that this contract  will solve part of the house not the whole house . in fact your expert was not aware there is another lateral line and belly in pipe. Your expert Rohail told us he did not carry bigger cable with him and he used what he had in his truck and he doesn’t own one and he need it to buy that which your expert thought it’s not reasonable for him to do it. Rohail came to house three times and look at all the bathrooms and but due to lack of knowledge he didn’t realize there must be another clean out although he saw 9 bath room and 9 shower in my house but the day of installation at 8/7 Roto rooter installer new as soon as they came out to my house and they wore looking for second clean out and they wore asking my husband there must be another clean out and they finally founded and told us there is problem and Rohail should known about it and we should of been told .

  warranty was problem and still is . What Roto rooter did creat problem for my family 
  and problem is not fix . 
  Roto rooter need to take responsibility for their technician mistakes and lack of knowledge which caused my families a lot of problems, 

  we are not able to use part of my house because not using bathroom.

  this is management issue and they need to figure out how to fix it permanently and not 
  temporarily. Roto rooter need to think about their customers and problem they creat it. 
  we are not keep changing problems but we are sticking to issues that Roto roooter creat it. 
  Roto rooter need to know when sending technician to customers homes verbal communication and promises and agreement is also contact and need to be obey by law ,but instead  Roto rooter keep telling lies to costumer to able to get contract .
  

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

  Business Response

  Date: 04/26/2025

  our position has not changed. We proposed the work to resolve the issue at the time, we agreed to the price of the work, we completed the work and ensure the home was functioning. An additional issue that arose over time outside of our scope of work is at the foundation of the complaint. We offered reasonable solution.

  Customer Answer

  Date: 05/01/2025

  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.

   

  Our Position has not changed either. when they competed the work they don’t know if  the home was functioning or issues come up because as they said there is 5 years transferable warranty part and label

  .  There has been a lot of conversation and verbal agreement between us and technician that management was not involve and they only got involved when we start complaining.

  it’s easy for  management denies all problems and issues and turn this around to customer and that’s why there is no resolution. The work management offered was not resolve any issue .  It was temporary solution. If I want it temporarily solution to unclog I would not to reline the sewer line and not 20 feet but 45 ft.

  the issue didn’t happen over time it happened during installation on sep 7. And if it was outside of their scope of their work installer technician on sep 7 and Feb 2 which was send by management wouldn’t able to find out the problems. They did exactly what Rohail did first time using camera and wore able to find problem. if we had several blockage since they finished job that men’s it is not fix. 
  this is back and white and we should not going back and forth to 

  if only management used professional knowledgeable tech to come to our house to assist and diagnose the issues we wore not going back and forth.

   

   

  
  

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

• Initial Complaint

  Date:03/02/2025

  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 realized I had a leak after my water bill went from $80 to $300+ in just a month. I called roto rooter February 7th 2025 to service the problem was told the job would cost $6,300+ to fix then after they told me my blue max line wasn’t coded they would install a new copper water line which costed me $9,180. They came and did the job but my problem still exist, called ********** water works to make sure the water issue wasn’t on they end they came out and checked and said it wasn’t on them it was on roto rooters end. I’ve been calling them and leaving messages on they unfinished work and no one responded or called me in return and I feel like I was scammed and overcharged for work that wasn’t even necessary. Now I’m left with a damage yard, ceiling & walls and a water leak that was never fixed.

  Business Response

  Date: 03/03/2025

  02/03/24

  Spoke
  with the customer, our Project Manager is in route to the customer for a
  solution and provide a fix.

  This would be covered under our warrant if the repairs are within the scope of work we provided the customer.

• Initial Complaint

  Date:03/01/2025

  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.

  Paid for services that were not rendeeed

  Business Response

  Date: 03/01/2025

  I contacted the customer about the complaint for resolution.

• Initial Complaint

  Date:02/26/2025

  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.

  I did not want to file this complaint, but after calling 3-4 times, submitting multiple complaints with customer service, and leaving a voicemail for a manager—with no response—I was left with no choice. It has been over 2 weeks, and I have yet to receive a call back from this company.
  
  This company advertises on their website: “Transparency: Free Onsite Estimates".
  and “We’ll assess your issue in-person and quote you a free and upfront cost estimate without any surprises or extra charges.” Yet my experience was the complete opposite.
  
  I stayed up until 2 AM waiting for a plumber, only to waste my time. Instead of receiving the "free" estimate as promised, I was charged $225 for an inspection—despite not having any work done and never receiving an on-site estimate. How is this not a hidden cost?
  
  Before scheduling this, I even called to confirm everything was free, and they assured me it was. But after the plumber arrived, I felt pressured into paying because they handed me an invoice and claimed I needed a plumber's report for my insurance. They told me my insurance will reimburse me on this fee and cover everything, and that I had to obtain this report to receive my quote—which I didn't get until two days later.
  
  When the quote finally arrived, it was $20,000—just to mitigate a small water leak. They even pushed to remodel my entire bathroom. On top of that, a manager advised me to postpone my insurance adjuster’s visit and they had me sign a blank plumber’s report—allegedly in case they needed to “change their story.”
  
  When my insurance adjuster finally assessed the situation, they confirmed that none of the quoted work was necessary. So, it now makes sense why the company didn’t want the adjuster involved.
  
  In the end, I got absolutely no work done. It was a complete waste of time, and nothing about this experience was transparent or free. I just want a call back—which could have prevented me from having to file this complaint—and I also want a full refund.

  Business Response

  Date: 02/28/2025

  We spoke with ******* and agreed that a full refund was the correct
  path for this situation. 
  Miscommunication initially caused issues that were resolved as a result
  of a transparent conversation.  Refund has
  been processed, and ******* should be receiving the funds in 3-5 business days.  

• Initial Complaint

  Date:02/24/2025

  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.

  In 2020 I hired Roto Rooter to install an epoxy liner in my sewer line to prevent roots from growing in between the clay pipe. I paid over $17000 for the liner. The day they installed it my sewer line backed up because they did not install it correctly. They had to come back a few days later, re-dig the cement in my garage and re-do the process to fix it. Now my sewer line is currently backing up due to the liner falling apart and blocking the pipe. They came out multiple times over the last 2-3 months and cleared the line and then they would run a camera down the next day only for that sewer liner to break apart and cave in again. This keeps happing. When I finally got some one on the phone after waiting weeks with no news they are now saying it is the city of *************** issue, even after they have been told by the city it isn't, so Roto Rooter isn't going to fix their issue with the liner. I didn't pay that much to fix a problem for it not to be fixed and the reason it is failing is the same problem it was supposed to fix. I am still under a 5 year warranty until May and I believe they are just wasting time until that warranty expires. The technician that came out the most and the most recent has said it's going to be a major fix because they will need to hire an excavation service to dig 11 ft down and the biggest hurdle he believes is going to be taking our fence down to gain access and the excavator will also have to navigate power lines fairly close to where they need to gain access, but he assured us that we are still under warranty and they will rectify the situation. The city has been out here on multiple occasions and each time said there are no issues on their end. The last time we spoke to a technician he said his boss was supposed to be taking care of the issue.

  Business Response

  Date: 02/25/2025

  We spoke to *** ****** today and attempted to come to a resolution to his concerns.  Roto Rooters liner did not fail, it is functioning as it should.  The issue is where his pipe meets the city tap to the main sewer.  The city main is holding water, which you can see in our videos.  The root issue is coming from outside of our liner in the city tap.  We fixed the issue those roots caused at no cost to *** ******.  The issue is outside of our repair scope, but we still want to attempt to resolve his issues.  We are sending another person at no charge to the customer to see if we can push a pipe patch out to the area and fix the issue.  

• Initial Complaint

  Date:02/21/2025

  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 January 31, 2025, I hired the company to clean and restore the main pipe of the house and do a clean up, I tried to contact the company to show me the completed work and it has been impossible, I have called Jacob (area supervisor) on many occasions at ###-###-#### without success, he does not answer my calls and I have called ***** ******** and they answer me but the only thing What they tell me is that they are going to contact me but I have not received any call. I've been on this for two weeks and no one has given me a response or shown the work they supposedly finished.

  Business Response

  Date: 03/05/2025

  Customer was contacted and provided the requested information. Info included video pre and post work of compromised pipe area. Video sent on 2/28/25.