Business Profile

Plumber

Roto-Rooter

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Complaints

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

Customer Complaints Summary

771 total complaints in the last 3 years.
267 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/23/2024
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 had root rooter come out on a Sunday morning to unclog a drain in my basement which they did and I paid them . I also had them do the clean up water mitigation service which they said my homeowners insurance should cover. They cleaned my overflow area and removed the wet materials. My insurance adjuster from selective insurance came out and gave us an estimate of 5600 for their clean up. Root rooter sent me a bill for 13,711.12 for the service on 9/29/24. Upon reviewing the invoice I noticed they drastically exaggerated the square footage of the mess and made claims of removing material that weren’t even there(floating floor) also claims to clean appliances and mechanical equipment completely ineffected my the overflow…. Also my insurance said they performed services not required for a class 3 leak. I’m just trying to seek a fair payment for actual work done ….. I have video documentation of actual site 108 square foot on total clean up which they are claiming 303 for certain treatment and total of 956 square feet. Also they tried to scam me into replacing my entire sewer line out to street for 24000….. but I had 2 other plumbing companies look at it and from their knowledge my pipes were fine(drain master plumbing, ***** plumbing specialist)…. I am just seeking to be billed correctly for work done . I have video documentation and their invoice on work claimed to be done….. also in my research I noticed roto rooter has class action lawsuits going in ********* for this peticular scam of claiming pipes are damaged when they are fine …… this seems to be corporate practice for them….. when I left them a bad review I was contacted via email by Christopher O** who left me a number and extension but would never return my calls or respond to my email about me trying to contact him….. this company needs to be investigated for this unfair practice and fraud!
Business Response
Date: 10/25/2024
We are working with the customer’s insurance company to resolve the water mitigation bill. We also sent over the video footage to the customer to explain where we were seeing the issues in the customers sewer line.
Customer Answer
Date: 11/01/2024
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.

11/1/24 per customer phone call yes the business contacted him and sent the video footage but nothing has been done yet

Regards,

***** ******

Business Response
Date: 11/01/2024
We came to an agreement with the customer on pricing to close out the account.
Initial Complaint
Date:10/22/2024
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 9/3/2024
I called out Roto rooter. I had an emergency with sewage water coming up from a drain in the laundry. Roto rooter came out and I meet with Roto rooters representative C*****. He survey the problem and determined that there was a clog in the line to the mainline. Roto. rooter recommended that they pull up the toliet downstairs and rod out to the mainline. Before they proceed Mr. C***** pulled out his tablet and ask me to sign authorization to do the work. Which I sign my initials in agreement.
I paid RR on the same service call $959.66 for the repair.
C***** then check carpet and walls for water damage. He used a hand held device to measure damage cause by water. He informed me that they would need to come out again tomorrow to do a restoration job on my home. C***** went on to tell me that by law my home owners insurance has to cover the damages caused by the mainline clog.
I asked him was he certain. And he said yes we see this all the time. And he went on to say if fact they had a job similar to mine where a customer insurance paid for the service and customer received 1.5 times the cost of service to repair to previous condition. He showed me a tablet and stated to sign here and we will be out tomorrow to get started. So I believed him and signed. On the following day they came out. I wasn’t home. I tried calling C***** and he didn’t answer my calls. I wanted to inform him that a want comfortable with him proceeding with the work until I get confirmation from my insurance that this work would be covered. I left text with him and voicemails. When I arrived home rotorooter cut about 20 inches of drywall from to bottom in my laundry and den area. Removed sink from bathroom They discard my bathroom vanity they discarded the bathroom and laundry room doors. Removed the baseboards. I can’t write everything because of character limits. Long story my insurance denied me. Now RR wants me to pay $7600 or they sending me to collections and lien on myhouse
Business Response
Date: 11/05/2024
The customer was upset that his insurance did not cover his loss. Commnication between *** ****** and our field supervisor was misinterpreted. As all paperwork was signed letting *** ****** know that ultimately, he was responsible for full payment.
Initial Complaint
Date:10/21/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 1st 2024 I contacted roto rooter about getting the water out of my basement they sent a plumber got he got the water moving down the main sewer line -the water was then out I paid him the 500$ then another plumber came out to look in the main line it was cracked I paid the 12000$ for that (well put it on a credit card) the water mitigation people came out then they took their measurements sat with me to call my insurance to file the claim after words told me my insurance will have no problem covering this by word of mouth they told me 7700 however then a empty white box came accros the screen for me to sign saying I’m ok with the 7700 or atleast what I thought but now after trying to get it figured out they insurance said 21000 so then they adv they had to stay a few extra days and that I again needed to sign a white box for them to leave their equipment down their longer well again fighting with my insurance trying to get a resolution that said 31000. I don’t believe I have any pictures but when they left there was still standing water in my basement - there is dirt marks from where the water has finally dried all this time later , I have gotten calls from a male claiming to be the owner cussing me out on 5-15-2024 around 10am. I’ve gotten calls saying if I pay 20000 10000 will be dropped off. My insurance gave me 10500 I haven’t cashed the check because from what I’ve seen and even the price they told me by mouth is not even close to the bill I got for around 30000$ also looking for the paper work on the bill 12 out of the 29 lines were wrong so 48% of the bill had something wrong and only 600$ was taken off. From the start both my insurance and roto rooter (who was sitting with me when I was filing the claim and they said my max pay out is 10000 for the job they were doing) has said it’s a total loss and will be fully covered.
Business Response
Date: 10/22/2024
*** ******* contracted Roto Rooter to perform water mitigation services. She was never quoted $7700 for this service. She was quoted, and agreed to an estimate of $21,000 to $26,000 at the beginning of the project. The process and entire scope of work was shown to her, along with the price for that scope. *** ******* agreed to the terms, and signed (via ********) the authorization for Roto Rooter to begin the clean up process in her home. Once work began, it was quickly determined that additional work would be needed to complete the drying process. This is not uncommon as things are discovered once you remove contents, drywall, carpet, etc. At that point work stopped, and she was presented with a change of scope, and updated estimate of cost. This was agreed to and a "change of scope" was signed (via ********) by the customer. There is no errors on the billing of the work we performed, in fact every step of the process is documented with photographs as required by the insurance industry. If we do something, we take a picture of it. The prices for each line item of work is determined by the insurance industry, not Roto Rooter.
Roto Rooter never offered to accept 20,000 and "drop off" 10,000. We intend to be paid for the work we performed in full. *** ******* signed a contract that clearly stated the pricing, then signed a change order, and when the work was completed and her home was dried and sanitized she signed a certificate of satisfaction stating the job was completed and she was happy with the outcome. All of this is available including the picture documentation in the attached file.
*** ******* was sent a check for $10,000 by her insurance company. That was verified. That money was meant for partial payment for our services. We never received it
We completed the project, cleaned up the sewage and sanitized the affected area. We paid our employees to perform that dirty job (see the pictures) and used our supplies and equipment to do it. . We have not been paid a dime. Our position on this has not and will not change.
Customer Answer
Date: 10/23/2024
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.

To start I would like to point out some of the discrepancies in Roto-Rooters response. However before I start, stating all this I didn't have the paperwork with me when I originally sent a message. The first discrepancy I noticed was that there was "never an error in the billing" , I have attached where the bill was first sent out and next to the lines there is a star on the ones that were corrected , however now looking at it I don't believe there was ever any money deducted after these lines were "corrected" , when a bill is corrected money is deducted. Secondly you can't say you haven't received a dime, or maybe you can because I was given less than 24 hours to come up with $20xxx or it would be sent to collections during that time I was on a preplanned prepaid vacation and asked for 2 more weeks, but I have attached a statement from caine and weiner with a $100 transaction on my bill to be in good faith in this situation, until I could get back and attempt to get a solution to this problem. Now also when I was on vacation I received a call from a female telling me if i paid 20xxx they would drop off 10xxx this was shortly after I got a call from the "owner" cussing and screaming at me which is absolutely disgusting, this is just word to word but my significant other (******* * ***** **) was in the car with me during these phone calls which were on speaker- and can and will testify that these things were said and done. My experience with Roto-Rooter has been everything but pleasant, I had made them aware over and over again I do not have a lot of money and they ensured me over and over again that they spoke with my insurance and this is completely covered and I have nothing to worry about if they would have been honest and allowed me to read the agreement I would have never agreed to there services, but instead I get their words and a white box. Now the insurance check has not been signed or cashed attached is the form from state farm stating not cashed. I will not be cashing until I feel there is a resolution, This division of Roto-Rooter has attempted and is still attempting to take advantage of me a 21 yo single female with a good job , they walked in my house seen a paycheck. I will fight this until I see an attempt at resolution and can ensure this will never happen to females with this division again.

Regards,

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

Business Response
Date: 10/23/2024
Roto Rooter's position on this complaint is final, and will not change. Roto Rooter did not take advantage of anyone, We entered into a contractual business agreement with *** *******. She was aware of the scope of work, as well as the cost and agreed to it prior to work commencing. Roto Rooter completed our part of the contract as evidenced by the attached photos. She has a sewage free sanitized home. Now *** ******* must complete her obligation to the contract and pay her bill. We will not stop the collection process until she completes her obligation.
Customer Answer
Date: 11/07/2024
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 listed SEVERAL discrepancies I found in your original statement you completely ignore the evidence I have provided. I have more and more evidence that my attorneys are reviewing. I have provided documentation of the wrong billing so why aren't you working to change that. You added several hundred square footage to my basement, so is that were you got the 24 fans for an 884 sq foot basement, Or the plastic that was put on ONE door frame and you are saying is 120 sq footage, I have went thru the entre bill and my photos as well and there is SEVERAL add ons for no reason. All I am asking is for you to review the bill and give me the proper price, this has been going on since the beginning of February. Between my insurance fighting with you, to me getting an attorney to try to talk to both of you guys and you wouldn't even talk to my attorney that says in itself that something fishy is going on, now I'm trying to take care of this and it is the same run around everyone else was getting. I have documentation of everything and I'm working on getting my camera footage, to show that I was quoted the 7700 and also that your techs were not out there when they claim and or never called me as I requested because of my work schedule. I also have a document that one of your techs forged my signature so lets please get this bill reviewed and completed the correct way so you can get the CORRECT AMOUNT OF money and I can be done with this disrespectful company that again takes advantage of people

Regards,

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

Customer Answer
Date: 11/27/2024
In reference to the quote of 7700 it was not a contract however I was told verbally that price and never shown the contract that states the 21000-31000 dollars. When I signed this contract, I was told the 7700 and then passed a phone with nothing but a white box on it and told to sign to agree with the 7700. If they would have given me the contract and I saw the price they are claiming I would have never gone with this company. I knew what my policy was for and I knew what I could afford to do. Roto-Rooter water mitigation has never completed the job, there is still water in my basement after almost 10 months, there is property that was actually soiled in the basement that they never removed, while they took stuff that did not need to be removed. I never asked for water mitigation to come, I agreed to them to complete the job at 7700 in which my insurance would have covered. I’ll attach a document of the certification of satisfaction in which that is the document they forged my signature, I'll also provide a document from roto-rooter that is my signature. Also attached is the estimate from state farm
Business Response
Date: 12/07/2024
As stated, our position is final and will not change. We are not going to modify our position. All documentation is attached and accurate.
Customer Answer
Date: 12/17/2024
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.

All I have asked is for roto rooter to explain and reevaluate the bill. And actually answer the questions I have asked and the issues be answered. I’ve been attempting to fix this since February and Roto-rooter hasn’t answered one question all I keep getting in response is your stance is final it can’t be final when the bill is incorrect and I’ve submitted documentation on it being incorrect. So please fix this. I have and will continue to try to fix this and get you the correct amount of money. Thank you for your time. Let’s get this issued resolved.

Regards,

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

Business Response
Date: 12/30/2024
The bill is correct, and our position remains unchanged and final.
Customer Answer
Date: 01/06/2025
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
Please answer my questions , I’ve asked legitimate questions and you have no response saying it is final when it is not final because I’m obviously showing several parts of the bill with error or my forged signature which you haven’t said anything about I’m not trying to withhold money from you I’m trying to not get scammed which is exactly what this company is trying to do let’s please get this resolved and you answer the questions I have asked

Regards,

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

Business Response
Date: 01/09/2025
The bill has been reviewed and an adjustment was made. There will be no further adjustments. We do not control the pricing; we enter the things we did and have photo documentation of. The insurance program ********* set the price. What we entered after the final revision is correct. The paperwork was signed via ******** on an electronic device. This is also standard practice. Our position is not going to change as stated numerous times.
Customer Answer
Date: 01/23/2025
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
The Changes you made to the bill are not as large as the mistakes you had several hundred sq footage added on several different line Anf less then a grand was taken off. the bill is still wrong in several lines. Now in ref to the forged signature I understand it is an electronic signature but on the paper it states that the bill is due and I’m happy with the services that is not my signature. Additionally the pictures you have done capture the parts of the job you didn’t complete. I’m absolutely exhausted with this company and trying to get this issue resolved you can’t keep stating your stance is final with no explanation to the errors I have pointed out none of my statements have been acknowledged let’s please get this figured out so I can be done with this company

Regards,

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

Business Response
Date: 07/03/2025
There were no signatures forged. *** ******* contracted Roto Rooter to perform water mitigation services. She was never quoted $7700 for this service. She was quoted, and agreed to an estimate of $21,000 to $26,000 at the beginning of the project. The process and entire scope of work was shown to her, along with the price for that scope. *** ******* agreed to the terms, and signed (via ********) the authorization for Roto Rooter to begin the clean up process in her home. Once work began, it was quickly determined that additional work would be needed to complete the drying process. This is not uncommon as things are discovered once you remove contents, drywall, carpet, etc. At that point work stopped, and she was presented with a change of scope, and updated estimate of cost. This was agreed to and a "change of scope" was signed (via ********) by the customer. There is no errors on the billing of the work we performed, in fact every step of the process is documented with photographs as required by the insurance industry. If we do something, we take a picture of it. The prices for each line item of work is determined by the insurance industry, not Roto Rooter. **attached ********* document
Customer Answer
Date: 07/10/2025
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 provided you the documentation and I have taken this to the attorney general office. We will see what the **** Attorney General office determines. I have provided them, the BBB, and you the documents where my signature was forged , I have provided the errors and I’m still waiting for it to get fixed.

Regards,

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

Business Response
Date: 07/18/2025
The signed documents were provided months ago and can be viewed on the ****** Complete attachment. Our position remains unchanged
Initial Complaint
Date:10/20/2024
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 had received a very high water/ sewage bill for October. I have a Home Warranty (*****)Company but before filing a claim I contacted the ***** to inquire why the bill for a single person household was so high ($200), Was told I may have a water leakage in my toilet, so I proceeded with the claim. The Warranty Company recommended Roto Rooter, so I scheduled the appointment paid $65 service fee and the plumber proceeded with the repair. Eventually saying the issue was with the toilet bowl continuing to fill due to bad floater. New one was needed, and he had one in his truck. During the supposedly install he yelled "oh s***t the water hose had popped off and water was running all over my bathroom floor and down to my kitchen ceiling leaving a large water stain. He took pictures and I took pictures of both the bathroom floor and the kitchen ceiling stain, he said he would turn it into his supervisor, and I will be contacted to discuss repair, this happened 10/5/2024 and it is now a month later and I have not been contacted by anyone from Roto Rooter. trying to give them the opportunity to respond before filing this complaint. The repair was never done as noticed by the repair person I hired so I had to come out of pocket to have the entire toilet replaced but still have the water stain in my drop ceiling panel in my kitchen which was due to the plumber's negligence. Im no plumber but I do know the water should have been shut off before any attempted plumbing repair.
Thanks
Business Response
Date: 10/21/2024
Customers Warranty company called on 10/3/24 for water in toilet keeps running. Our plumber went to customer and was there for almost 3 hours. Plumber told customer and warranty company that her water shut off valve to the toilet was old and starting break down. Recommended that it needed to be replaced. Either customer or warranty did not want to replace it at that time. Plumber tried to turn the valve. It was not turning and plumber did not want to put a lot of force on it and break it. Plumber did a complete rebuild of the inside of the toilet. During the process the water tube inside the toilet did come out and sprayed some water on the customers floor. Plumber did shut off water right away from the main in the house and cleaned up the floor. Plumber was there for an hour with the customer after the job waiting on warranty company for payment. At no point did the customer complain about the water spill and customer was satisfied.
Customer called in that night and said toilet was still running. We sent another plumber out who was there about 45 mins. Plumber stated that the flapper was not sealing properly, but was able to get it to stop and stated if it continues to call us.
10/4/24 - Customer called back in and stated that the water was running again. We sent the original plumber and he tried another rebuild thinking maybe the part he put on the day prior was bad. Plumber was there around 2 hours. The new rebuild was not sealing properly. He determined that she needed a new toilet as the toilet was older and not a lining with the new parts. No way to get original parts due to age of the toilet. We offered a new toilet at a discounted cost and customer stated no that she had someone who could replace the toilet.
We tried to reach out to the customer multiple times on 10/3/24. 10/4/24 a manager spoke to the warranty company that called in for the job and stated we would send the plumber back out which we did.
We put in almost 4 hours and did 2 rebuilds. Customer or warranty company did not proceed with a new water shut off valve which would have fixed the initial leak of the water. Customer refused new toilet and got someone else to put one in for her, which is her decision as a consumer and not on us. Refund of work is not warranted in this situation. We are willing to help with the 1 ceiling tile that was affected from the pictures we took. Customer can gladly call us back and we can have a solution for her. We tried to call customer in past with no luck. Customer has not tried to call us and ask to speak with a manager. If customer calls in ask to speak with a manager we will work with her on the new ceiling tile.
Customer Answer
Date: 10/21/2024
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:10/16/2024
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 February 24, 2022 I experienced a drainage problem in my home. My basement flooded and i had to have my flooring replaced along with additional damage. I called Roto Rooter to assist with the issue. They came out and initially charged me $400 to snake my drain. That did not resolve my issue. The next day they sent another tech out and he snaked the toilet and charged me once again. That didn't resolve the issue. The next day the supervisor came out and told me my sump pump had malfunctioned and had to be replaced. They charged me $1314.69 and told me it would last 15 years (the life span of a sump pump). This past September my sump pump stopped working. I called Roto Rooter and the tech came out and stated that he had to pump the standing water out and flush the system charging me $400 minus $75 with a coupon. Shortly thereafter he stated that the motor in the sump pump had burned out due to a faulty part the last tech installed. He and his supervisor looked up the life span of the part and it was under warranty for 15 years. They told me i would need to replace my sump pump for $2000 due to their warranty was only one year. It was their part that malfunctioned causing my the motor on my sump pump to fail. I am a single mom and i take care of my 83 year old mother with dementia. Sewer gas is coming into my home and we are all experiencing headaches. I cant afford to replace this pump once again. Please help I feel as if I'm being taken advantage of because I'm a single black female with no help.
Business Response
Date: 10/17/2024
Customer advised RRSC does not provide 15 year warranties on
the installation of sewage ejector pumps and confirmed that the pump manufacture
warranty is only 1 year. RRSC only provides 1 year parts and labor on sewage
ejector pump installations. Since pump was installed Feb 2022, the warranty has
run out by over a year and a half.
Customer advised unit was installed properly and there were
no faulty parts installed. Unit is currently not working due to failure of
parts from normal wear and tear.
Since the pump was no longer under warranty, the customer was offer by RRSC management to replace the pump and check valve for the
previously installed price in 2022, which would provide a savings of about
$500.00. Customer advised to call RRSC if she decides to have the work
performed..
Customer Answer
Date: 10/17/2024
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 Rooter's technician stated in front of the supervisor that the part was faulty and malfunctioned. They both advised me to contact a supervisor. I think this corporation is installing faulty parts to deliberately return and charge the customers additional money. I was in my home for 14 years and never had a problem with system. I rarely utilize the bathroom in the basement due to no one lives on this level of my home. They installed a faulty part and surely should make me whole by replacing my system.

Regards,

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

Business Response
Date: 10/22/2024
Unfortunately, Parts can fail with normal use, and that is
the situation in this case. However, they worked for 2.5 years before failing,
and far exceeded not only our warranty but the manufacturer’s warranty.
Initial Complaint
Date:10/14/2024
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 snaked toilet twice
Charged 12oo
Didn't fix it
Won't refund
Broke plants and concrete steps while not
Fixing plumbing
Business Response
Date: 10/14/2024
We sent a refund to this customer on 09/302024. I have attached the receipt for the credit card charge back. I also received an email from this customer thanking me for the refund on 10/01/2024.
Initial Complaint
Date:10/11/2024
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 am a rent-stabilized tenant in *** **** County. The p trap under the bathroom sink was corroded and started leaking around 5 a.m. on October 6th. There have been issues with management with regard to repairs so I needed to resolve the plumbing problem on my own.
I started contacting various plumbers early in the morning. Various plumbers contacted me with reasonable prices, but they were not available until the next day or Tuesday. I decided to contact Roto Rooter because I heard about their company throughout the years. I checked their website and I saw that they would give a free consuItation and estimate. I scheduled an online appointment for 8 a.m. - 10 a.m., but a representative called me twice to let me know that the plumber was delayed and would be at my apartment between 11 a.m. - 12 p.m.
At 12:05 p.m., Mr. Jhonatan S****** (employee number *******) arrived at my apartment. I told my daughter to stay in the bedroom so the employee would not know that another person was in the home. Mr. S****** agreed that the p trap needed replacement. He quoted $350. He said that it included the part and labor. I told him that I had a coupon for $75. He then completed the estimate where he wrote $350 with taxes minus the $75 coupon. He asked me to sign this paperwork with that one line of information. He also asked me to sig the Release and Hold Harmless Agreement. He did not put the wording "replace p-trap - pop up" when it was signed. Mr. S****** then told me that he had to go to the truck to get the part and if it was not available , he would buy the part. When the work was completed, he then told me that I had to pay $439.64 and he had added extra wording to the estimate. He did not tell me the price was different once he started working.
I contacted Roto Rooter corporate via email. I spoke to Ron (manager) on October 7th and said I was overcharged. He said that the matter was in a gray area.
I request that I am charged what I was quoted.
Business Response
Date: 10/14/2024
We had a conversion with ****. We explain and it shows on the invoice $350.00 plus parts and taxes. The plumber discounted $100 off the service vs the $75 coupon. When talking with ****. I never said we overpriced the job. I explained to her. When the plumber came back to install the parts. He should have went over the full price with the parts that was mentioned on the invoice. I offered her additional $50.00. Which takes it lower then the other company that **** called for quotes.
Customer Answer
Date: 10/14/2024
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 plumber, Mr. S******, quoted $280.00 for labor and parts minus the coupon. He only wrote $355 minus $75 when I signed the estimate. He then kept the paperwork while he performed the repair. After Mr. S****** was finished with the work, he then said I had to pay a higher price and he showed me that he had modified the original estimate. If Mr. S****** told me that the price had changed prior to the work, I would have waited for the other plumbers who had quoted a lower price to work on my apartment bathroom the next day. Mr. S****** acted contrary to Roto Rooter's policy that the plumbers provide a written estimate and if there are any changes, they would let the customer know beforehand so the customer could "make the most informed choice for your budget and home". He claimed that a p trap was $150 when the attachments I provided showed that those parts are under $50. Finally, Mr. S****** also told me that I would be able to contact the company for free repairs if anything should happen to the sink within the year which is another falsehood.

Regards,

**** ****

Business Response
Date: 10/14/2024
**** ****. with the discount that was applied. You are paying less with us than the quote given to you by the other companies. They are quoting you just labor. Once you add parts and taxes. You are right back to $400.00. We offered you additional discount. Please email us [email protected] an advise what you would like to do.
Initial Complaint
Date:10/11/2024
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 Did work on my property prior to this year (2021). The work was very expensive as to they had to dig up my back yard and lay pipes ( over 6500 worth of work) since the work was done every six months or so Ive had the same problems. As of this past September, I had the company come out because my sewer was completely blocked and my household couldn't run any water without it coming up from drains. Roto rooter sent out 3-4 different technicians the end of September 2024. The first tech had no idea what was wrong but failed to even try to physically assist, the second tech looked at the prior work done and was surprised that the work done in 2021 had caused a 2 foot ditch vs leveling out and that raised some concerns. The 3rd tech came and tried to clear the line, was a complete failure , his machine wasn't properly working, however expected a payment as if the job was complete(which roto roto rooters policy is that if they cannot find a solution your not responsible to make any payment). That tech called in to the supervisor who called me who was very rude and I explained to him the job was not only incomplete and the tech did not have the proper equipment/ equipment malfunctioned. The supervisor hung up on me. I called the office, explained the situation and then I was advised they couldn't fix the issue by snaking it, would send out someone with a camera to see if we need to go another route, which was scheduled 9/25/2024. That morning, I called off of work again, the office called around 9 am stated a technician was on the way. Around 1pm no one showed up so i called in to see what happened to my appointment, i was told I am now put on the DO NOT SERVICE list. I spoke with a supervisor and was told the same thing. I reached out to the Corporate office to explain that their prior work damaged my pipes and my sewer is backed up because of it. Couldnt get through via phone, but received an email that they cannot help me any further and decision is final
Business Response
Date: 10/14/2024
We did a spot repair on the sewer line back in May of 2021. We fixed a compromised section of the line. We came out to clear her line in September of 2023. We came back out September of this year. We cleared her line, and she refused to pay for the work performed and demanded a camera to the line. I said I would send a complementary camera service out if she paid the technician on site for the work he performed. She hung up on me. It was at this point I advised the technician to leave the residence. There will be no refund for past services, and she owes for services performed that she has refused to pay.
Initial Complaint
Date:10/11/2024
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 live in a small condo and my kitchen sink hot water shutoff valve is broken. Roto-Rooter spent about an hour on Monday morning(10/07/2024) replaced the hot and cold water valves. They charged me $694.5!!! The parts are $43.08(about $8 shown on ******) and the labor is $747. They told me they give me an $100 discount. It's ridiculous to me to pay $694.5 for replacing 2 valves. I contact with the manager and he keep telling me it's my fault to agree them to do the work. The thing is English is not my first language and when they told me $750, what's in my mind is $75 because I never thought fixing a valve can be that expensive. Now he doesn't reply my email and I don't know what to do.
Business Response
Date: 10/11/2024
Hello,
Here at Roto Rooter, we take pride in being as transparent and up front with our pricing structure as possible. In this job as with all jobs, the price was proposed and agreed to by ****** ** not only verbally but in writing prior to any work being done. We understand that English may not be the primary language of ****** ** and we encourage her to use one of the many available technologies to assist in translation and prevent any future misunderstandings. We have communicated that the price is fair and reasonable and as she stated, a $100 discount has already been applied, that said, Roto Rooter has no further discounts to provide to ****** ***

Thank you,
Customer Answer
Date: 10/13/2024
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.

Regards,

****** **
Initial Complaint
Date:10/09/2024
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 7/14/2024, we had a sewer back up at our shop. We reached out to Roto-Rooter in ********** to start cleaning up at our facility. I will upload the original quote, invoices and email correspondence with this matter. Roto-Rooter quoted us between $16,000-$22,000 to do the work they stated. However, the final amount was raised to $30,000 without us being notified of the work at all, exceeding $22,000. The last contact record that I have that would have confirmed the floors and trim being taken out of the building would be on Tuesday 07/16/2024. Roto-Rooter is claiming that all of the work was done on 07/14/2024, which would be work performed without my approval or an estimate of new work. Through multiple discrepancies with the services Roto-Rooter performed, we are unsure about the honesty of the work that was performed. Without knowing if our store was actually cleaned to the level that is stated on the bill, we hired through our landlord to have the cleaning performed again. All surface areas, tables, floors, bathrooms etc, sanitized, disinfected, mold tested/mold preventive sprayed to ensure our staff and customers do not get sick. I feel scared to move forward with Roto-Rooter and Chris N** because the last email was very threatening. Roto-Rooter stated that they would settle the bill for $23,000 but if that is not good enough, they would charge us the original amount of $30,000. I feel like this is very close to black mail to get us to finance the amount stated. They are proving to be a company who lack integrity, honesty, and will not take care of their customers.
We are a small business, and I feel like we are being take advantage of through fraud. I am not going to pay this bill if I cannot trust the integrity of the work that was performed.
Business Response
Date: 10/10/2024
I have been emailing *** ******* in regard to his invoice
for quite sometime. After his claim had
been denied by his insurance company on 7-29 we reached out to *** ******* to
see how he would like to proceed with taking care of his balance. On 8-8 his response was we are trying to
figure out who is responsible, and that he would keep us updated.   We had no contact with *** ******* until
8.15 when *** ******* told the Field Supervisor Robert he had contacted an
Attorney to help sort out. On 8/22 and
8/26 sent I sent an email to the customer to see what steps had been taken to
pay his balance. We suggested *********
and customer said he was trying to secured a private loan to pay balance. On 9-12 sent another email advising invoice
is still aging and need resolution. *** ******* provided a list of concerns in regard to the invoice on 9-23. On September 26 I sent him an email
addressing the concerns and reducing his invoice from the initial $29,347.64
down to $25,664.41 based on his concerns as well as the ********* application
and pay estimator. On 9-27 *** ******* replied that he still has issues
with the invoice because he has photos timestamped from Sunday and no work had
been done at 2:40pm. *** ******* also
stated that the job should not have exceeded his quote of $22,000. The Lead Daniel called the Field Supervisor
who called *** ******* on Sunday and got a verbal authorization to remove the
floors which raised the total price of the job.
We have documented photos of this being done on Sunday afternoon. At
this time the balance of $25,664.41 was still good. on 9-27 I spoke with my
manager in regards to the account and sent *** ******* an email stating that we
were willing to accept $23,000 for the invoice which would close out the
account. Copied from email below...
"I spoke with my boss in regard to your account and he is willing to
accept $23,000 to settle your overdue account.
This payment would close your account, how would you like to take care of this
balance?
If this is unacceptable, we are prepared to proceed with collecting the
original invoiced amount.
Let us know how you will be taking care of your account."
Later on that day *** ******* accepted the offer and said he was applying for
********* financing.
On 10-3 and 10-7 I sent follow up emails to *** ******* to see if he had filled
out the application so we could take care of the balance and asked if any
questions.
On 10-9 *** ******* contacted the BBB with this...(copied email in next
section)
Chris N**,
At this time, we are afraid to move forward with you or Roto-Rooter. We cannot
trust Roto-Rooter's integrity as a company and/or the services being performed
honestly. I believe your last email was very threatening and felt very much
like blackmail. You still have not provided supporting documents. I will not be
paying for the services invoiced because I cannot trust that the work was
completed honestly, and you have refused to add supporting documentation. There
have been multiple issues with the invoice due to fraudulent charges and we do
not feel comfortable paying for any service with Roto-Rooter at this time.
Complaints with the Better Business Bureau and Andrew B***** the Attorney
General will be looking into this matter on our behalf and will be contacting
you soon.

Sincerely,
****** *******
***** ** ****** ****** ***

Customer Answer
Date: 10/10/2024
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:
Verbal confirmation was not given on Sunday and there are phone records to prove this wasn't done over the phone but also several witnesses to the brief interaction had with a Roto-Rooter employee Sunday morning. Roto-Rooter is admitting charges were put on the account that were inflated/inaccurate (fraud) and I don't appreciate being strong armed into a "settled" amount. I looked into the itemized invoice and found several inaccuracies that were immediately corrected, but not to the full extent. The integrity that is being practiced causes me to doubt the services were actually performed, at least to the full extent that we are being charged.

Regards,

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

Business Response
Date: 10/21/2024
I have been emailing *** ******* in regard to his invoice
for quite some time. After his claim had
been denied by his insurance company on 7-29 we reached out to *** ******* to
see how he would like to proceed with taking care of his balance. On 8-8 his response was we are trying to
figure out who is responsible, and that he would keep us updated.   We had no contact with *** ******* until
8.15 when *** ******* told the Field Supervisor Robert, he had contacted an
Attorney to help sort out. On 8/22 and
8/26 sent I sent an email to the customer to see what steps had been taken to
pay his balance. We suggested *********
financing and the customer said he was trying to secured a private loan to pay
balance. On 9-12 I sent another email advising the invoice is
still aging and need resolution. *** ******* provided a list of concerns regarding the invoice on 9-23. On September 26, I sent him an email
addressing the concerns and reducing his invoice from the initial $29,347.64
down to $25,664.41 based on his concerns as well as the ********* application
and pay estimator. On 9-27 *** ******* replied that he still has issues
with the invoice because he has photos time-stamped from Sunday and no work had
been done at 2:40pm. *** ******* also
stated that the job should not have exceeded his quote of $22,000. The Lead technician Daniel called the Field
Supervisor, Robert, who called *** ******* on Sunday and got verbal
authorization to remove the floors which raised the total price of the
job. We have documented photos of this
being done on Sunday afternoon. At this time the balance of $25,664.41 was
still good. On 9-27 I spoke with my manager in regard to the account and sent
*** ******* an email stating that we were willing to accept $23,000 for the
invoice which would close out the account. Copied from email below...
"I spoke with my boss in regard to your account and he is willing to
accept $23,000 to settle your overdue account.
This payment would close your account, how would you like to take care of this
balance?
If this is unacceptable, we are prepared to proceed with collecting the
original invoiced amount.
Let us know how you will be taking care of your account."
Later on that day *** ******* accepted the offer and said he was applying for
********* financing.
On 10-3 and 10-7 I sent follow up emails to *** ******* to see if he had filled
out the application so we could take care of the balance and asked if any
questions.
On 10-9 *** ******* contacted the BBB with this...(copied email in next
section)
“Chris N**,
At this time, we are afraid to move forward with you or Roto-Rooter. We cannot
trust Roto-Rooter's integrity as a company and/or the services being performed
honestly. I believe your last email was very threatening and felt very much
like blackmail. You still have not provided supporting documents. I will not be
paying for the services invoiced because I cannot trust that the work was
completed honestly, and you have refused to add supporting documentation. There
have been multiple issues with the invoice due to fraudulent charges and we do
not feel comfortable paying for any service with Roto-Rooter at this time.
Complaints with the Better Business Bureau and Andrew B***** the Attorney
General will be looking into this matter on our behalf and will be contacting
you soon.

Sincerely,
****** *******
***** ** ****** ****** ****

Roto Rooter has all the required documentation to prove the
work was completed including time stamped photos of the work. *** ******* has agreed to us doing the work
and has also agreed to pay the $23,000 when offered, I am not sure what has
changed from the email on 9-27 but the result is still the same. He can pay what he agreed to, or I will take
the necessary steps to collect the original balance.
Customer Answer
Date: 10/31/2024
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 did not receive a call back on Sunday with authorization to remove the floors. As stated above, I have great concern with what work was actually completed. After $7,000+ was added to the bill in a fraudulent matter, because later Roto-Rooter removed these charges as unnecessary. As a business owner that serves food and drinks, I cannot take a risk in someone getting sick from work that was questionable and possibly incomplete. If 25% of the total amount of $29,000 was removed due to unnecessary charges, that is simply fraud. Chris may threaten to pursue the original amount of $29,000, however, this is still fraud because the $29,000 should have never been billed to us in the first place.. I will not be paying for work that may or may not have been completed. I have very little faith in the integrity of this business transaction and do not trust the work was actually completed and in the timeframe specified.

Regards,

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

Business Response
Date: 10/31/2024
I have been emailing *** ******* in regard to his invoice
for quite some time. After his claim had
been denied by his insurance company on 7-29 we reached out to *** ******* to
see how he would like to proceed with taking care of his balance. On 8-8 his response was we are trying to
figure out who is responsible, and that he would keep us updated.   We had no contact with *** ******* until
8.15 when *** ******* told the Field Supervisor Robert, he had contacted an
Attorney to help sort out. On 8/22 and
8/26 sent I sent an email to the customer to see what steps had been taken to
pay his balance. We suggested *********
financing and the customer said he was trying to secured a private loan to pay
balance. On 9-12 I sent another email advising the invoice is
still aging and need resolution. *** ******* provided a list of concerns regarding the invoice on 9-23. On September 26, I sent him an email
addressing the concerns and reducing his invoice from the initial $29,347.64
down to $25,664.41 based on his concerns as well as the ********* application
and pay estimator. On 9-27 *** ******* replied that he still has issues
with the invoice because he has photos time-stamped from Sunday and no work had
been done at 2:40pm. *** ******* also
stated that the job should not have exceeded his quote of $22,000. The Lead technician Daniel called the Field
Supervisor, Robert, who called *** ******* on Sunday and got verbal
authorization to remove the floors which raised the total price of the
job. We have documented photos of this
being done on Sunday afternoon. At this time the balance of $25,664.41 was
still good. On 9-27 I spoke with my manager in regard to the account and sent
*** ******* an email stating that we were willing to accept $23,000 for the
invoice which would close out the account. Copied from email below...
"I spoke with my boss in regard to your account and he is willing to
accept $23,000 to settle your overdue account.
This payment would close your account, how would you like to take care of this
balance?
If this is unacceptable, we are prepared to proceed with collecting the
original invoiced amount.
Let us know how you will be taking care of your account."
Later on that day *** ******* accepted the offer and said he was applying for
********* financing.
On 10-3 and 10-7 I sent follow up emails to *** ******* to see if he had filled
out the application so we could take care of the balance and asked if any
questions.
On 10-9 *** ******* contacted the BBB with this...(copied email in next
section)
“Chris N**,
At this time, we are afraid to move forward with you or Roto-Rooter. We cannot
trust Roto-Rooter's integrity as a company and/or the services being performed
honestly. I believe your last email was very threatening and felt very much
like blackmail. You still have not provided supporting documents. I will not be
paying for the services invoiced because I cannot trust that the work was
completed honestly, and you have refused to add supporting documentation. There
have been multiple issues with the invoice due to fraudulent charges and we do
not feel comfortable paying for any service with Roto-Rooter at this time.
Complaints with the Better Business Bureau and Andrew B***** the Attorney
General will be looking into this matter on our behalf and will be contacting
you soon.

Sincerely,
****** *******
***** ** ****** ****** ****

Roto Rooter has all the required documentation to prove the
work was completed including time stamped photos of the work. *** ******* has agreed to us doing the work
and has also agreed to pay the $23,000 when offered, I am not sure what has
changed from the email on 9-27 but the result is still the same. He can pay what he agreed to, or I will take
the necessary steps to collect the original balance.

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