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

  220 Demeter St East Palo Alto, CA 94303

• 

  Roto-Rooter

  5115 7th Ave Kenosha, WI 53140

• 

  Roto-Rooter Plumbing & Water Cleanup

  1750 S Finley Rd Lombard, IL 60148

• 

  Roto Rooter Plumbing & Water Cleanup

  1234 S John Young Pkwy Kissimmee, FL 34741-6388

  

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:09/09/2024

  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 my water main replaced out to the street. They were supposed to come back and replace the city sidewalk when the weather got nice because it was replaced in January. September is here and still no sidewalk. I have called in June, July and August and was promised a return call. I even asked if I have to set up an appointment myself and was told no they just show up and do it. I just want the work finished. I have a tacky orange emergency barrier in front of my house for 8 months now.

  Business Response

  Date: 09/12/2024

  Roto-Rooter will replace the concrete sidewalk that was removed for excavation work at ******* ********** home.   Concrete replacement to be done the week of 9/16.

  Customer Answer

  Date: 09/17/2024

  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:09/05/2024

  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.

  Service was requested for a clogged toilet in the ***** **** (******* **) on 8/18/2024. Here's their commitment, "Free estimate & no extra charge for appointments on nights, weekends or holidays". from their website. To make a long story short, the technician (Eric) performed the work (rodded out the toilet) without contacting my agent for approval as requested on a recorded line (which can be provided if requested) and the service was performed at a cost of $309 and only to return 3 days later and advise us that now the toilet needs to be replaced! Worth mentioning again, 3 days later he returns to say the toilet now needs to be replaced at a cost of $1285 due to a flow issue, LOL. They also said since this was a different issue there's no refund or cost adjustment! This is beyond ridiculous, and they would never get another dime from me.
  
  I would not have approved a cost of $309 to remove a clog and requesting a full refund for violating their own commitment of providing an estimate prior to performing any work.

  Business Response

  Date: 09/07/2024

  Good morning *** **********, 

  We are sorry to hear about your experience with us. We did auger the toilet and cleared the line at $309 with a $75 coupon discount. We apologize for the inconvenience that your agent was not contacted before the work was proceeded. Sometimes unfortunately, we fix one issue then later on another issue could be found which cannot be defined as the same problem. If you decide to go with our services for the toilet replacement, we will be happy to assist you at a discounted price since we augured the toilet. Thank you for your understanding.

   

  Customer Answer

  Date: 09/07/2024

  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 did not authorize the repair of the clog!  They were called to the resident by ****** ***** and all authorizations should have come from them. Their public statement does not say "sometimes" we perform work without providing an estimate.  It's says an estimate will be provided!  This is deceptive practice and a full refund should be processed.  

  They were called to the resident by ****** ***** and all authorizations should have come from them.

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

  Business Response

  Date: 09/20/2024

  *** **********, 

  We will provide a refund for the work provided. The charged amount of $384 will be refunded to your original form of payment. 

  Thank you, 

  Roto Rooter

  Customer Answer

  Date: 09/24/2024

  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:09/04/2024

  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.

  About 12 ft. of my vinyl fence was demolished during a lateral sewer repair. The replacement will cost me $1589.10 to replace.
  
  I have attached a writeup that will explain the issue.
  
  The company did make the repair to the sewer.

  Business Response

  Date: 09/05/2024

  The customer was given a refund off the original proposal amount.  Roto Rooter was not liable for the fence repair per original contract signed by the customer.

  Customer Answer

  Date: 09/05/2024

  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,
  
  
  
  ***** ******
  

  Business Response

  Date: 09/10/2024

  Roto Rooter completed the repair to the customers sewer lateral outside their home.  The customer was given back $10,000.00 credit.  Roto Rooter is not liable for the customers fence.  

  Customer Answer

  Date: 09/19/2024

  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,
  
  
  
  ***** ******
  

  Business Response

  Date: 09/28/2024

  We have refunded the customer $10,000 off the original proposal, the job was completed to customer's satisfaction, Roto-Rooter is not liable for the fence. 

  Customer Answer

  Date: 10/24/2024

  
   
  I am still not happy with Rooter-Router and some of their personnel.  Their inability to contact me about the fence issue after their personnel told me what was going to happen on the job and the number of items that were not done and left up to me to get done and/or fixed.
   
  I received an email stating that I had not responded so my case was closed. That is not true.  I have responded in a very timely manner with each request that I received.
   
  I am not the bad guy on this issue.  The personnel with Rooter-Router that misrepresented issues included the salesperson, personnel at the job site which included the backhoe operator and person who first responded with statement that they had already reduced my contract price.  As I have told Rooter-Router and you, the reduction was made because I met with their personnel and made them aware that I was being charged for an item that did not use.  I was told that the personnel on the job had told the company that they had used it.  I had three witnesses that said that the item was never moved from where it was laid on my property until it was hauled away.
   
  There statements to me that I said that I was going to replace my fence was made after the backhoe operator took out all of the fence except a small piece at the garage and the pole next to my fence. 
   
  I have pictures of my fence before anything was done, during the excavation, while the broken fence laid on my patio and the new fence.
   
   
  Thanks.
   
  **** ******

  Customer Answer

  Date: 10/24/2024

  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.

  
  

  
  

  
  
  NO response from my emails or calls.  Please contact me and let me know what to do.
   
  I am still not happy with Rooter-Router and some of their personnel.  Their inability to contact me about the fence issue after their personnel told me what was going to happen on the job and the number of items that were not done and left up to me to get done and/or fixed.
   
  I received an email stating that I had not responded so my case was closed. That is not true.  I have responded in a very timely manner with each request that I received.
   
  I am not the bad guy on this issue.  The personnel with Rooter-Router that misrepresented issues included the salesperson, personnel at the job site which included the backhoe operator and person who first responded with statement that they had already reduced my contract price.  As I have told Rooter-Router and you, the reduction was made because I met with their personnel and made them aware that I was being charged for an item that did not use.  I was told that the personnel on the job had told the company that they had used it.  I had three witnesses that said that the item was never moved from where it was laid on my property until it was hauled away.
   
  There statements to me that I said that I was going to replace my fence was made after the backhoe operator took out all of the fence except a small piece at the garage and the pole next to my fence. 
   
  I have pictures of my fence before anything was done, during the excavation, while the broken fence laid on my patio and the new fence.
   
   
  Thanks.
   
  **** ******
  
  
  
  
  
  

  Business Response

  Date: 10/25/2024

  Roto Rooter gave the customer a $10,000.00 refund off the original price.  Roto Rooter is not liable for any damages to the customer's fence per the contract signed by the customer.

  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.

  
  

  
  

  
  Their response - Roto Rooter gave the customer a $10,000.00 refund off the original price.  Roto Rooter is not liable for any damages to the customer's fence per the contract signed by the customer.

   

  As I have stated in all my previous responses, Roto Rooter's refunding the $10,000 off the original price is correct except the only reason that they did this was because of all the actions that I took to get it done.  If I had not challenged their price. I would have had to pay for something that they were going to use on my job and did not use.  I am tired of them referring to this issue that happened and that has been resolved.

   

  My reason for rejecting their claim about the fence is the salesperson stated that the fence would be removed and replaced to the best of their ability.  I still have never seen a contract from them for this job because of the electronic tablet that was used by the salesperson.  I do not believe that Roto Rooter or Synchrony has provided the BBB with any signed contracts either.

   

  I am investigating legal action against Roto Rooter for the cost of fence repair and any fees that I incur.  I do not believe that the personnel involved with this case at Roto Rooter were truthful about what was said to acquire my job or statements that were made about the original issues that took place at the job site

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

  Business Response

  Date: 11/22/2024

  Roto Rooter has refunded $10,000.00 to the customer already.  Roto Rooter is not liable for the customer's fence.

• Initial Complaint

  Date:08/29/2024

  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.

  8/23/24
  We had called them and asked sewer line cleaning service .they scheduled me 8:15-8:45 pm .8:25 they texted me and told me technician will be late .After 10 mi. They cancelled my appointment.like 15 min passed they contacted me again and said someone will be there around 10ish .10:30 technician arrived and did high jet cleaning and said we need cam inspection to see problem .i said is that included in pricing he said yes .i said ok .Technician scheduled for cam inspection guy next day 8:15 am.Next day no one showed up I contacted them but no one didn’t give shit .They said no one is working today and set another appointment for next day .of course no one showed up again .they charged me $815 for high jet cleaning and cam inspection .i got only cleaning (didn’t do anything ) problem not solved no cam inspection.

  Business Response

  Date: 08/30/2024

  Spoke with customer and went over concerns. Explained position and went over services. Customer has already disputed the payment with his CC company based on us not completing the service that we said we would do. Agreed to not seek payment for this service with the customer.

• Initial Complaint

  Date:08/28/2024

  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.

  My wife and I experienced some clogging in our toilets and a little bit of sewage had backed up in our downstairs shower. We then called our local Roto Rooter to come and diagnose / fix this issue.
  
  Roto Rooter comes out to my property and performs a “rodding out” or so they claim, to remove the clog. The clog is then removed and a field supervisor named Bob K**** comes out to my property to run a camera to see what was causing the blockage. We see a tree root has made its way through my pipe and is causing the blockage. While viewing the camera inspection of my pipes, I noticed my pipes were disgusting. Debris was absolutely everywhere and I have video evidence of this. This was AFTER they so called “rodded out my pipes”. So Bob K**** tells me my only option to fix this root is to spend $8,800 to excavate a section of my front yard. I needed time to think about it and was curious why my pipes were so disgustingly filthy after Roto Rooter just “rodded out my pipes”. Bob K**** repeatedly told me this was my only option to spend $8,800.
  
  I called a local plumber for a second inspection and I showed him the video from roto rooter. There was absolutely no need to spend $8,800 as he told me he could rod out the tree root without any problem. He told me I have multiple options and he would not excavate for this. Bob K**** of Roto insisted I spend $8,800 to fix it as this was my only option.
  
  I had the second plumber out to rod my pipes out and he completely removed all debris and the root within 30 minutes.
  
  How is it, that roto rooter “rodded out my pipes” left it looking TERRIBLE and insisted I spend $8,800 to remove the tree limbs. Then another local plumber who actually rodded out my pipes CLEARED THE ENTIRE PIPE OF ALL DEBRIS INCLUDING THE TREE LIMBS. One plumber fixed all my issues with rodding out my pipes while Roto Rooter claimed to rod out my pipes and left me with a mess and a $8,800 invoice! Roto rooter tried scam me in every sense of the word.

  Business Response

  Date: 08/29/2024

  On 7/2/2024 the customer contacted Roto-Rooter for the 1st time due to the floor drain in the laundry room backing up as well as the basement
  shower backing up. This is a clear indication the main sewer line for the
  property does not have sanitary flow, i.e. sewage is not emptying into the city
  sewer but is holding in the property’s pipe entirely to the point it is
  overflowing into the property. It’s important to note here, the Illinois
  Department of Public Health requires all properties set for human habitation to
  have proper sanitary flow. As the property is a residence, returning sanitary
  flow is the priority in this circumstance, i.e. stop the line from being full
  of sewage and overflowing into the home and allowing it to drain into the city
  sewer as it’s required. For this reason, rodding the main sewer line was
  recommended and accepted.
  
  During rodding service, the property met qualifiers which
  could indicate an actual compromise of the line as the cause of blockage
  formation vs a simple clog. For this reason, the technician requested a Field
  Supervisor to camera the sewer line to further inspect. Roto-Rooter camera
  services are typically a $695 service charge in addition to the original
  service charges; however, as a courtesy to our customers with compromise
  concerns, we waive the charges and provide the camera service at no additional
  cost so they can be aware of the condition of their property and the associated
  risks.
  
  Viewing the camera footage confirms that flow was restored
  with rodding and evidences the main sewer line of the property is compromised. *Link
  for viewing at the end of this response. It is important to remember, prior
  to Roto-Rooter’s service, the sewer pipe was so full it was overflowing into
  the home, i.e. no drainage to the city sewer. Footage confirms the line was no
  longer full, nor overflowing, and was draining properly after rodding service, with
  a compromise present. The customer’s own statement further confirms flow was
  restored with rodding. This compromise, aka poor condition, is the cause of the
  backup/blockage formation, return/repeat backup/blockage formation, and the
  sewage holding in the line vs draining away. No service provider is responsible
  for the existing condition they find a property in. The property owner is, and
  will remain, responsible for the condition of their property and any repairs
  needed as a result of the condition.
  
  To explain further, rodding is not the method for removing a
  root infestation due to the increased risk for damage and lodging. Should the
  blade on the cable get lodged on a root in the line, unable to be retracted,
  the property owner is solely responsible for the excavation costs to remove as
  performing rodding service isn’t negligence nor is the company responsible for
  the root presence responsible for the lodge – it is existing to the property
  before they arrive; therefore, it remains a property owner responsibility.
  Hydro-jetting should be used from an outside access only (to prevent flooding a
  home, which this property does not have) to clear roots entirely without any
  risk of damage/costs to the customer. Roto-Rooter does not take these
  unnecessary risks with our customers when sanitary flow (a health code
  requirement) has already been restored. Unfortunately, finding an alternate
  company to take this risk does not evidence their superiority as this customer was
  led to believe and is attempting to claim here.
  
  Additionally, the pipe is damaged and does require repair.
  Failure to do so will result in continued backups requiring consistent rodding
  efforts. Not only from the separation(s), which is not normal and a health code
  violation, but also from the roots entering the line. The main sewer line only
  has 2 access points, the entry at the home and the exit at the city sewer (or
  septic tank depending on system). We can say with certainty there is not a tree
  growing in the home at the entrance, nor is there a tree growing at the exit.
  This means the roots are entering/poking through the sidewall or the
  transition. Example: If you poke a hole in a sheet of paper with a pencil
  and remove the pencil entirely, there are still rough puncture marks where the
  pencil poked through. This is what is happening on the internal surface
  wall of this line. When debris, like toilet paper, feces, food particles, etc
  pass those puncture marks (and offsets caused by the separations) they get
  stuck. Every toilet flush, dishwasher load, shower, laundry, etc. results in
  debris entering the line. As more debris passes, more debris gets stuck. This
  inevitably results in another full blockage forming and backup occurring
  requiring more drain clearing services. Rodding does not fix the condition of
  the pipe itself.
  
  Please also keep in mind, a separation in the sewer line
  means the 2 sections are not entirely connected resulting in raw sewage leaking
  into the ground. The ******** Department of Public Health Code requires all
  discharge lines for sanitary waste to be properly connected to the city sewer
  system or private system (septic tank) to prevent exposure to raw sewage into
  the surrounding land. This property’s existing system does not prevent raw
  sewage from entering the ground and requires repairs to met their code requirements.
  
  Roto-Rooter provides a full resolution to plumbing/health
  code requirements, not a temporary fix. Rodding is a temporary fix in this
  situation. Rodding clears the current blockage, it does not correct condition; it does not prevent raw sewage
  from entering the land due to separations. To permanently resolve the issue at
  this property a pipe repair is required.
  
  Hopefully with this full explanation there is a better
  understanding of the condition of the pipe itself and how that condition, if
  left unrepaired, will be the cause of continuous blockages and backups at the
  property as well as the cause for raw sewage seeping into the surrounding land.
  
  Roto-Rooter disclaims responsibility for defective/damaged
  lines and the consequences of. Roots & separations are a prime example of a
  defective & damaged line. As footage confirms rodding service was successful
  at restoring sanitary flow and the additional compromises with condition are solely
  a property owner responsibility, Roto-Rooter will not consider a refund of the
  rodding charges at any time.
  
  With that said, as a courtesy to our customer, we are happy to
  apply the rodding charges towards the proposal costs for the necessary repairs.
  This offer will remain valid for 30d. If the customer would like to accept this
  offer they can contact 800.GET.ROTO (###-###-####) to schedule.
  
  To clarify very simply:
  
  Rodding occurred and was
  successful at restoring sanitary flow. This is verified by footage.
  
  There were remaining roots
  present after rodding due to risk of lodging from continued rodding with
  significant root presence. Roots did not remain because rodding didn’t
  occur and roots did not remain because rodding wasn’t successful.
  
  Repairing the sections in
  poor condition are absolutely necessary due to exposure of raw sewage into
  the ground being against the ******** Department of Public Health Code.
  
  A refund of rodding
  charges will not be considered as footage confirms rodding restored
  sanitary flow, the customer’s own statement confirms flow was restored
  with rodding, and footage confirms the line is compromised with a compromise
  that is responsible for causing backups & a health code violation.
  
  The offer to perform the
  necessary repair, minus the cost paid for rodding, is extended for 30
  days.
  
  *Link for viewing footage: ****************

• Initial Complaint

  Date:08/23/2024

  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 asked Roto-Rooter to repair my leaking problem for bathtub. The service man who come is called Guy. We agree total price is labor cost $845 plus parts. Since i don’t know what to buy i agree to let him to get parts. Then eventually he charged me $511 for the new faucets and a few pipes. Total is $1400 for fix this leaking. I tried to ask him to show me the parts receipts. He refused to show me and told me the actual cost maybe around $250 but he can charge markup 2x price. That is ridiculous!
  I think all business need to be honest to customer. They should list how much is their cost and how much is their service fee. I bought faucets before. It should be around $100-$200. What they did is kind of toxicity. They charge whatever they want without let customer to agree about this. They need to tell the customer they can markup the price when they buy parts and how much is the markup.

  Business Response

  Date: 08/23/2024

  Explained to customer that it is standard protocol in EVERY industry to mark up the cost of parts but did understand and agree that the actual number should have been discussed ahead of time.  A compromise was proposed and agreed to, thus invoice has been paid.  It has been reiterated with the technician to ensure all pricing is clearly discussed up front and agreed to.

  Customer Answer

  Date: 09/01/2024

  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. 

  They gave me some discount.  The total parts price has reduced from $511 to ~$380.  I accept their final price.
  
  
  Thanks,
  
  
  
  ******* ****
  
  

• Initial Complaint

  Date:08/22/2024

  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.

  8/10/2024, when running the washing machine, I experienced a back-up flood in the downstairs toilet.
  8/12/2024,  I phoned Roto-Rooter who sent  **** ******** to investigate.
  He determined the PVC sewer pipe from the house was blocked and proceeded to dig  a hole but left with the job unfinished.
  
  8/14/2024, Tyrone, arrived, continued to dig but not as far as the City demarcation line on the property.
  He too left with the work unfinished.
  
  Both Roto-Rooter workers were overseen by Field Supervisor, Brock G******* (###-###-####).
  
  8/14/2024, I phoned **** ********** Sewer Repairs.
  ***** (###-###-####) using mechanical and electronic means, he discovered crumbling Orangeburg pipe, with roots growing in it.
  His assistant spray-painted the property marking where to dig.
  
  8/15/2024, the City team found  crumbling Orangeburg pipe, broken into by tree roots growing up the  pipe.
  
  The Roto-Rooter employees had not reached that point with their digging and Tyrone left for **** ***** to return unneeded parts, informing me, if he failed to return the parts, I would have to pay for them.
  
  While Tyrone was absent, the City workers dug the hole beyond the City point of demarcation on the property and, altho' the Roto-Rooter Field Supervisor  was on the site but Tyrone was not, the City bridged the gap and hooked up the new sewer pipe  to the PVC, installed in 2019, by Roto-Rooter, and filled in their side of the hole.
  
  The Roto-Rooter employees did no more than; determine the sewer drain pipe was blocked, which I'd already guessed, dig and fill in a small hole.
  
  Roto-Rooter did not fix the problem, as contracted, and, despite having a $100 discount coupon, I was billed $11,000.00 for work done by the City of **** ********** Sewer Repairs.
  
  Also, as I have been paying **** ********** City taxes for sewer and, due to the incompetence of Roto-Rooter in 2019, the sewer has not been used for several years, Roto-Rooter owes me a refund.

  Business Response

  Date: 09/04/2024

  The
  customer expressed dissatisfaction with the service provided due to our field
  technician briefly leaving the site to obtain necessary equipment from Home
  Depot. This occurred while the City of **** ********** was performing their
  portion of the pipe installation required for us to connect to the town’s
  system.
  
  The
  customer requested that our technician dig in the area designated for the City
  of **** ************ work, despite the fact that we had already completed the
  section we were contracted to address. We had communicated the scope of our
  work to the customer both before and after the job. However, the customer feels
  she did not receive full value for her payment, as the City's involvement with
  their equipment was necessary to complete the overall project.

  Customer Answer

  Date: 09/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by Roto-Rooter in reference to complaint ID ********, and have determined this does not resolve my complaint.

  For your reference, reasons for rejection are included below.

   

  1. Roto-Rooter failed to address, let alone resolve, the issue.

   

  2. Roto-Rooter wrote... The customer expressed dissatisfaction with the service provided due to our field technician briefly leaving the site to obtain necessary equipment from **** *****.

  This is a blatant lie.

  The Roto-Rooter field technician left the site to return unnecessary equipment to **** *****.

   

  3. Roto-Rooter wrote... The customer requested that our technician dig in the area designated for the City of **** ************ work.

  This is another lie.

  At no time did I request the Roto-Rooter technician dig in the area designated for the City of **** ************ work.

   

  4. Roto-Rooter wrote... we had already completed the section we were contracted to address.

  Yet another lie.

  Roto-Rooter failed to complete the initial section, they were contracted to address on 5/25/2019, Roto-Rooter Ticket No. ************, for which they charged me $437.84. The evidence of which was the the remaining, original, crumbling Orangeburg pipe unearthed by City of **** ********** Sewer Repairs on 8/14/2024 — which will be confirmed by **** ********** Sewer Repairs technician, ***** : ###-###-####.

   

  5. The City's involvement, with their equipment, was necessary to complete the overall project as the Roto-Rooter field technician failed to dig as far as the **** ********** city sewer pipe and had left the site with job unfinished.

   

  6. Roto-Rooter charged me $11,000.00 for the work  done by City of **** ********** Sewer Repairs.

  This is unacceptable.

   

  Yours sincerely,

  
  ****** *****

  Business Response

  Date: 09/24/2024

  We spoke to the customer and explain to her the job that we did. 

  Customer Answer

  Date: 09/24/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by Roto-Rooter, in reference to complaint ID ********, and have determined that this does not address my complaint.

  The fact of the matter is, the City of **** ********** Sewer Repairs completed the job, as contracted by Roto-Rooter, and yet, Roto-Rooter charged me for work they did not do.
  
  
  Regards,
  
  ****** *****
  
  

  Business Response

  Date: 09/29/2024

  The customer is mad because the city had to come out and dig while we were digging. Roto rooter tech left to get parts and the city back filled part of Roto Rooter hole. The customer feels she should not be charged the full price. Roto Rooter provided the work that was done on the contract. The homeowner did not have to pay the city for that part. 

  Customer Answer

  Date: 10/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by Roto-Rooter in reference to complaint ID ********, and have determined it neither addresses nor resolves my complaint.

  For your reference, reasons for rejection are included below.

   

  Re: The customer is mad

  Roto-Rooter is now being insulting!

   

  Re: the city had to come out and dig while we were digging.

  The City had to come out and dig as Roto-Rooter were NOT digging.

   

  Re: Roto rooter tech left to get parts

  That is a blatant lie.

  The Roto-Rooter technician leftto return parts without completing the work.

   

  Re: the city back filled part of Roto Rooter hole.

  Another lie.

  The City only filled the hole the City had dug, which **** ********** Sewer Repairs technician ***** ###-###-#### will confirm.

   

  Re: The customer feels she should not be charged the full price.

  Correct.

  Roto-Rooter should refund the full price as the City did all the work.

   

  Re: Roto Rooter provided the work that was done on the contract.

  That makes no sense whatsoever!

  Roto-Rooter failed to do the work on the contract they provided.

   

  Re: The homeowner did not have to pay the city for that part.

  I did not have to pay the City for any part.

  
  Yours sincerely,
  ****** *****

  Customer Answer

  Date: 10/18/2024

  Dear ******* ***********,

  
  In regard to my complaint, submitted on 8/21/2024 against Roto-Rooter, assigned ID ********, in order to assist you in evaluating my complaint, I will upload copies of the vital documents you need and respond to following points:

   

  the warranty

  Please see attached:
  

  
      ___v___ the contract you signed with the business

  Please see attached:
  

   

      ___x___ the invoice/receipt for the product or service

  Other than the attached Roto-Rooter forms, Roto-Rooter failed to provide me with an invoice or receipt for the product or service.

  Roto-Rooter Field Supervisor, Brock G******* (###-###-####)., who was using an ****, neglected to provide me with an invoice or receipt for the product or service.

   

      ___x___ the invoice/receipt for the product or service

  Neither ***** (###-###-####), the **** ********** Sewer Repairs on-site Foreman, nor **** ********** City, provided me with an Inspection work order with details reflecting the work the City of **** *********** performed.
      

      ___v___ cancelled check(s) front
  08.15.2024 - $11,000.00 ****** ** *****, ***** Bank Check paid to Roto-Rooter.pdf

  
      ___v___ repair orders, etc.

  Please see attached: 

  
      ___v___ the address and phone number of the company

  Roto-Rooter Services Company, **** ***** **** **** ** ********* ****** ** ***********

  ###-###-#### / ###-###-####

   

      ___v___ any other paperwork relating to this issue.

  Please see attached: 

   

  I attempted attaching the documents, however, despite compressing all the files requested, the BBB Complaint ID ************ file was still too large to send.

  I have sent it to you via email at: ******* ***********  

   

  Best regards,

  ****** *****

   

  ###-###-####

  Business Response

  Date: 11/27/2024

  Roto-Rooter preform a spot repair on the sewer line  3 foot deep by 15 foot in depth.  The customer was not given a timeline of how long this project was going to take.  When we were digging her line, the city side of the pipe was collapsed.  The city is responsible for that repair, the city connected to our pipe.  The homeowner is mad because she feels the city completed some of our work by back filling the hole.  We had to leave a section of our pipe open for the city to connect to.  The city did their side as we finished ours.  The pipe the customer is showing in the pictures is our new pipe we installed. 

  Customer Answer

  Date: 12/04/2024

  Better Business Bureau:
  
  
  There has been no response by the business, in reference to complaint ID ********, which addresses, let alone answers or resolves, the complaint.

   

  As the City of **** ********** did the work, not Roto-Rooter, I still require a full refund.

  
  Best regards,
  
  ****** *****
  
  

  Business Response

  Date: 01/03/2025

  Customer is upset that the Excavation technician left the property to retrieve parts. Customer also does not understand that when connecting to the city main we noticed the city's main connection itself needed to be replaced. City then came out to replace their main connection and upon completion they backfilled the excavated area with existing fill.

  Customer Answer

  Date: 01/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business, Roto-Rooter, 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 business, Roto-Rooter, lied...

  1. the Excavation technician left the property to return parts.

  2. the city's main connection itself did not need to be replaced.

  3. The City came out to inspect the problem at our request and, although the business Field Supervisor, Mr. Brock G*******, was on the premises, as the Company was not doing the work, having excavated the pipe, the City added a 6 inch PVC connection to the main drain from the house to the city main sewer pipe.

  This completed the job Roto-Rooter failed to do on 05/25/2019.

  08/15/2024, upon completion the City backfilled the excavated area with existing fill, thereby completing the job I paid Roto-Rooter to do.

   

  Sincerely,

  ****** *****

  Business Response

  Date: 05/02/2025

  Customer's complaint is that the City performed the Excavation work presented and needed at the property, and not Roto-Rooter. The city fixed the issue at the connection, which the city was responsible for and Roto-Rooter fixed the issue that the customer was responsible for.

  Roto-Rooter executed the signed agreement successfully, and will not be issuing a refund to the customer.

  Customer Answer

  Date: 05/07/2025

  Better Business Bureau:

  I have reviewed the response made by someone at Roto-Rooter, in reference to complaint ID ********, and have determined that it neither addresses nor resolves my complaint.

  For your reference, reasons for rejection are included below.

  
  

  1. Roto-Rooter did not perform the Excavation work presented and needed at the property.

  
  

  2. The **** ********** City Sewer Repairs performed the Excavation work, ******* ***** drove the backhoe, presented and needed at the property.

  Please see attached,  

  
  

  3. The City was not responsible for fixing the issue at the connection.

  
  

  4. The customer was not responsible for the issue.

  
  

  5. Roto-rooter was responsible for the issue.

  
  

  6. Roto-Rooter caused the issue, on 05/25/2019, by not completing the job, for which they had signed an agreement, and for which I paid $437.84.

  
  

  7. Roto-Rooter signed, but did not execute, the above-mentioned agreement.

  
  

  8. Roto-Rooter did not fix the issue.

  
  

  9. As *** ***** (###-###-####), the **** ********** City Sewer Repairs on-site Foreman will attest, the City fixed the issue by installing a 6” PVC coupler pipe.

  
  

  10. Roto-Rooter stated, 'it will not be issuing a refund to the customer', which is unacceptable as Roto-Rooter did nothing to fix the issue.

  
  

  Sincerely yours,

  ****** *****

  Business Response

  Date: 05/10/2025

  Customer's complaint is that the City performed the Excavation work presented and needed at the property, and not Roto-Rooter. The city fixed the issue at the connection, which the city was responsible for and Roto-Rooter fixed the issue that the customer was responsible for. Roto-Rooter executed the signed excavation agreement successfully, and will not be issuing a refund to the customer.

  Customer Answer

  Date: 05/27/2025

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

  
  
  
  
  
  

  Having recently spoken to *** ***** ******* (###-###-####), the **** ********** City Sewer
  Repairs on-site Foreman, he confirmed the City fixed the issue.  As did Ms. ******* *****, the **** ********** City Sewers Repairs backhoe driver.

  Not Roto-Rooter.

  Sincerely
  
  ****** *****
  
  

• Initial Complaint

  Date:08/20/2024

  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.

  They sent an inexperienced tech to an after hours emergency leak in my attic. He didn't know what he was doing and stepped through my ceiling. The following week I did speak to you he tech and to management who asked me to get an estimate and agreed to send a check for the damages. Since then no one will return my calls or texts.

  Business Response

  Date: 08/29/2024

  We have been working with complainant since the date of the incident.  Informed client right away we would take care of repair costs once estimate was received.  Client sent over repair estimate details and we agreed to issue refund for those costs.  Issued refund check last week for damages.  Client is upset because extra compensation was not provided after we agreed on the repair cost.  Refund has been received for those agreed upon repairs.

  Customer Answer

  Date: 08/29/2024

  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 do no appreciate their lies, they have not been working with me this whole time. They wouldn't return calls or emails or send a check until I filed complaints. I did not ask for additional compensation just acknowledgement that it's ridiculous that I, the consumer, had to spend this much time just to get them to  respond and compensate for their damages!!

  This complaint needs to stay on record so other consumers know to beware!

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

  Business Response

  Date: 10/08/2024

  Yes, $450 was refunded on August 29, 2024. This matter is considered closed.

  Thank you,
  Pat S******
  Customer Satisfaction Manager

  Customer Answer

  Date: 10/08/2024

  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,
  
  
  
  ****** *******

   

  As I stated before the length of poor customer service shown by this company needs to be documented and their lies. I shouldn't have had to do this much work just to get them to reimburse for damage that they caused. 

• Initial Complaint

  Date:08/20/2024

  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.

  Fraudulant video footage of piping. Failed to provide services charged for. The service took less than 5 minutes and I was charged over $1,000.00. The tech that came out stated he was going to check all the cleanouts outside and the roof vent. He looked in one cleanout and told me my main line was broken in multiple areas which is causing the back up into our home. He did not check any other clean out or the roof vent. He than came back with an estimate of over $11,000.00 to fix the "supposed" main line breaks. After having another plumber come out we were told that there was no way the he provided the said service as he could not get to where he informed me the clog was at by the cleanout he viewed it from. He also showed me a video which I am convinced is fake as we took the entire main line out on Saturday due to his report and there was no broken cast iron pipe at all in our ground. I called corporate and have yet to receive a return call regarding this service call and the exorbanant amount they charged. This is price guaging and the tech was infact trying to scare us into having this $11,000.00 line repair done because he claimed that he would be back out charging us another $1,000.00 in a day because the line will clog again. This is the same scam technique that was used in ********* and a class action lawsuit was filed against the company.

  Business Response

  Date: 08/30/2024

  Our excavation manager spoke with the customer and thoroughly explained the services. The customer understood and is now satisfied after the explanation.

• Initial Complaint

  Date:08/19/2024

  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.

  Called Go the contractor at ###-###-#### with Roto Rooter for outside drain clog which starts a flood in the house. He could not unclog the drain and did not clean the residue along with leaving the drain uncovered. Go promised the $812 payed was for a warranty and no other fees would be charged. I made a complaint to Royo Rooter and they want to only clean the drain not unclog the drain. I want a full refund because they could not address the problem. They sent another contractor Anthony that sent a proposal which I did want to accept holding Roto Rooter harmless. This was a bad deal and I would like a refund with the proposal asking for $1300.

  Business Response

  Date: 08/20/2024

  Dear *** *****,
  After reviewing your service on 8/18/24 we will be sending
  your check back to you for the total amount paid of $812. Our technicians will be turning all paperwork into the
  office on Wednesday and the check should be placed in the mail on Thursday. I’m sorry we
  we’re unable to open your outside floor drain and will note that you declined
  the excavation.
  As for the water clean-up that would be handled through our
  water restoration department and I see you declined that service on 8/18/24.

  Roto-Rooter

  Customer Answer

  Date: 08/20/2024

  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,
  
  
  
  ******* *****