Complaints

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

close

Find a Location

Roto-Rooter has 341 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Roto-Rooter

  2125 Montana Ave Cincinnati, OH 45211-2741

• 

  Roto-Rooter Plumbing & Water Cleanup

  3603 Metro Pkwy San Antonio, TX 78247

• 

  Roto-Rooter Plumbing & Water Cleanup

  6356A Corley Rd Norcross, GA 30071

  
• 

  Roto-Rooter Plumbing & Water Cleanup

  18544 US Highway 19 N Clearwater, FL 33764

• 

  Roto-Rooter Plumbing & Water Cleanup

  1060 Cambridge Sq STE D Alpharetta, GA 30009

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

• Initial Complaint

  Date:08/13/2024

  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 hired Roto Rooter to unclog a pipe at my house. While they were performing services, the technician poked a hole in the pipe which caused extensive raw sewage and water to pour into my home. This was obvious while the technician was still at my house. Roto-Rooter subsequently admitted responsibility and fault (during a recorded conversation) but now is denying liability and refusing to pay for any of the clean up or damages to my home. Roto Rooter is now acting in a fraudulent and deceptive manner in an effort to save money and not stand behind their services. Roto-Rooter's conduct is both shocking and unacceptable. They came into my home to perform routine services, caused damage to my pipe which then resulted in sewage and water invading my home. They are leaving me high and dry and refusing to do anything. One of the people I have dealt with is Marcus B******. They cannot be trusted. They caused major damage to my home and are trying to run away from responsibility. No Roto-Rooter office should be allowed to ever get away with this.

  Business Response

  Date: 08/15/2024

  *** ****** - contacted us for a backed up bathroom sink on 6/19/2024. Upon arrival the technician ran his niard cable through the bathroom sink and customer has soft copper sanitary pipes. Soft copper sanitary pipes are very brittle and often times break. The technician quickly stated there was an issue and as a result we sent a plumber and repaired a cracked section of the soft copper pipe. In addition we sent water mitigation team in to dry up the +/- half gallon gray water, not raw sewage, that leaked into the wall cavity space. All water was cleaned up and the space was quickly dried. *** ****** felt at that time that we should replace the bathroom and then felt we should replace the entre flooring in his home. Water Mitigation Manager Marcus B****** met with *** ****** and performed documented moisture reading through out the wall cavity and all flooring. Those test provided dry readings on all areas tested, and there was no buckling or warping of the flooring. *** ****** was still not satisfied, at that time, we turned this over to Risk Management and ******** claims. 

  *** ****** signed a hold harmless when work began. Despite the fact that the customer has old soft copper piping we made a full repair at no charge to the customer and provided water remediation services at no charge to the customer. At this time this is a matter between *** ******, Risk Management and ********. 

  Thank you,

  Mike J****** 

  Customer Answer

  Date: 08/19/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ******** and have determined it does not in any way resolve my complaint.  

  (1) The response contains many false statements. For example, I have a recorded statement from a Roto-Rooter employee that my pipe was NOT "brittle" and that it was in good condition. That recorded statement came after a portion of my wall was removed and the pipe at issue was examined. In addition, absolutely no drying efforts were taken, and no drying machines ever entered my house.   

  (2) It is impossible for Roto-Rooter to say the areas behind the wall and under my floors are completely dry (after being flooded with water) until the whole area is exposed and remediated.

  (3) My insurance company sent an analyst to the house and determined the damage at issue was 100% caused by Roto-Rooter's negligence.  

  (4) It takes time for floors and walls to warp and buckle. Of course, since this just recently happened, that damage is not evident yet. 

  (5) Roto-Rooter is now subjecting my house to mold if they do not quickly and fully repair all damage they caused. The damages will increase in size and cost the longer they sit back and deny liability. 

  (6) Roto-Rooter admitted fault at the time and now is trying to dodge responsibility for damages they clearly caused. The public needs to know this about the company even if that means further complaints with the ***** Attorney General and lawsuits.   

  (7) My claim is against Roto-Rooter, not its insurance company. Roto-Rooter needs to work things out with its insurance carrier - - not me. Whether or not Roto-Rooter has insurance coverage is irrelevant. They are liable for my damages with or without any alleged insurance coverage.  

  (8) The "hold harmless" Roto-Rooter is attempting to hide behind is not applicable because, among other things, it excludes its "negligence." 

  Overall, this company is a disgrace if it doesn't stand behind its work and the damage they caused in my house. I will not allow them to get away with it and the cost of damages will only grow (like mold) the longer they deny it.

  So far, Roto-Rooter has offered nothing to resolve my complaint. This matter is most definitely not resolved.   

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

  Business Response

  Date: 08/24/2024

  This is a legal matter between *** ****** and ******** and we will no longer be responding. All documentation has been provided. 

  Thank you,

  Mike 

  Customer Answer

  Date: 09/16/2024

  Better Business Bureau:
  
  
  This complaint has not been resolved. I have zero relationship with the business' insurance company. I have no dealings with that insurance company. In addition, whether or not the business has an insurance policy covering what they did to my house is irrelevant - - the business is liable to me regardless of insurance. Their employees admitted fault and yet the business keeps trying to dodge around it and get away with causing damage. Thye should stand behind damage they cause. They know they are at fault and have admitted that in a recorded conversation. 

  There is no litigation or court case relating to this matter. The business has made no offer of resolution. 

  Regards,
  

  
  
  
  ***** ******
  
  

  Business Response

  Date: 09/19/2024

  This is a legal matter between *** ****** and ******** and we will no longer be responding. All documentation has been provided. 
  Thank you,
  Ryan

  Business Response

  Date: 07/03/2025

  This matter is in Subrogation

  Customer Answer

  Date: 07/05/2025

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

  
  

  The company still continues to ignore its obligations, has a complete disregard for its customers, leaves behind damage and tries to dodge its responsibilities. The matter would  not be in subrogation if the company would  simply do the right thing.

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

  Business Response

  Date: 07/11/2025

  This is a legal matter between *** ****** and ******** and we will no longer be responding. All documentation has been provided. 

  Customer Answer

  Date: 07/18/2025

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

  
  

  The business has submitted a false statement. No insurance claim has been filed. Their insurance Carrier has not been notified about and  is doing nothing about this matter. The business is simply trying to do the runaround and avoid liability.

   

   

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

  Business Response

  Date: 07/21/2025

  This is a legal matter between *** ****** and ******** and we will no longer be responding. All documentation has been provided. 

• Initial Complaint

  Date:08/13/2024

  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 obtained three separate estimates on how to resolve sewage backup I was experiencing in my basement. Roto Rooter provided the cheapest estimate. Obviously I liked that, but I was skeptical. So I called them back out and shared with them the other remedies that were given to me and asked again if they were confident their remedy would resolve my issues. They ran a camera down the line a second time and then confirmed their proposed fix would work. I went with Roto Rooter. Mid job they let me know they had to use a cast iron pipe instead of a PVC (PVC was in the contract). They also left a large pipe and a rounded section of cement above the floor line that I cannot tile or do much with. The job did not accomplish its goals functionally and left my house worse off aesthetically as well.

  Business Response

  Date: 08/15/2024

  Here is a timeline of the customer: 

  12/31/2020 -  Excavation job, cut into the sidewalk and relined the sewage 32' to the exterior house trap.  This job was inspected by ********* ****** Health department and the results of the job were approved by the county inspector that it was done correctly. We relined the pipe, so we did not have to dig 32 ' and make the cosmetics of the customer house better than trying to replace that. 

  1/6/2021 - We came out a week later and Camera'd the line again. no issues. 

  1/3/2022 - Customer had a back-up in basement. We unclogged free of charge. 

  7/24/2022 - Customer had a leak behind the toilet - We fixed for $225

  1/1/2024 - Customer had a clog in basement - we charged $200 which is a $264 discount. We sent a camera out again. It was shown on the camera that the interior house trap needed replaced. A completely different issue than the 2020 job, 4 years prior. 

  3/21/2024 - Excavation job - Dug 2 feet to replace interior house trap - we ran the camera again after job and cleared. 

  We have not heard from the customer since March which is 5 months ago. I am not sure what the disconnect here is. If Customer feels the excavation job 4 years ago in 2020 did not achieve it's goal then why did the customer not mention that to us 5 times we were there or call the office to explain the views? 

  The 2 excavation jobs are separate issues. Customer had a failing sewage pipe in 2020 on the outside that we corrected. 4 years later customer had a house trap that failed. We did not replace or touch the house trap 4 years ago because there was no need to. If the original job failed, customer would have had back-ups on a regular basis and not 1 year later and then 2 later. 

  I do not see a reason for a refund. Customer has every right to contact an attorney as they stated, but due to our company policy if that route is taken. We will cease communication, and their attorney can contact our corporate attorney. 

  Business Response

  Date: 08/15/2024

  Here is a timeline of the customer: 

  12/31/2020 -  Excavation job, cut into the sidewalk and relined the sewage 32' to the exterior house trap.  This job was inspected by ********* County Health department and the results of the job were approved by the county inspector that it was done correctly. We relined the pipe, so we did not have to dig 32 ' and make the cosmetics of the customer house better than trying to replace that. 

  1/6/2021 - We came out a week later and Camera'd the line again. no issues. 

  1/3/2022 - Customer had a back-up in basement. We unclogged free of charge. 

  7/24/2022 - Customer had a leak behind the toilet - We fixed for $225

  1/1/2024 - Customer had a clog in basement - we charged $200 which is a $264 discount. We sent a camera out again. It was shown on the camera that the interior house trap needed replaced. A completely different issue than the 2020 job, 4 years prior. 

  3/21/2024 - Excavation job - Dug 2 feet to replace interior house trap - we ran the camera again after job and cleared. 

  We have not heard from the customer since March which is 5 months ago. I am not sure what the disconnect here is. If Customer feels the excavation job 4 years ago in 2020 did not achieve it's goal then why did the customer not mention that to us 5 times we were there or call the office to explain the views? 

  The 2 excavation jobs are separate issues. Customer had a failing sewage pipe in 2020 on the outside that we corrected. 4 years later customer had a house trap that failed. We did not replace or touch the house trap 4 years ago because there was no need to. If the original job failed, customer would have had back-ups on a regular basis and not 1 year later and then 2 later. 

  I do not see a reason for a refund. Customer has every right to contact an attorney as they stated, but due to our company policy if that route is taken. We will cease communication, and their attorney can contact our corporate attorney. 

  Customer Answer

  Date: 08/15/2024

  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 Timeline is correct, but the timeline only addresses the first repair they did (which again did not fix the issue of the backups), but that was not my complaint. Although I will say I did talk to their reps onsite about why I was still having issues when they came to clear the line. Given the recent camera footage I have received showing the lining wasn't done as stated this repair too is going to be under review. 
  

  Pertaining to the repair in question, it is unreasonable to insinuate 5 months is a long time in this scenario to file a complaint. It's an underground plumbing issue. Also, there has been a credit card dispute regarding this same issue and I've spoken to management prior to that. They couldn't even produce a receipt after over a week of asking for it I gave up and have the documentation to show me asking for records. I see they threatened to cease communication, but the communication was insincere and unreliable anyway. 

  Roto Rooter never had any interest in resolving the complaint. I've spoken with them and I see the other complaints through the BBB. They've got my money and they want to hold on to it without any concern for the aftermath of their work. I can't wait to see their "corporate attorney" come to small claims court. I can afford representation as well, so that's not intimidating as it was meant to be. I've spent over $20K just with this company in plumbing  repairs in four years and it's so discouraging to be doing it again with a different company because the repairs were ineffective and have no remedy offered. Spending money suing them will at least be satisfying. I came here to make a complaint, I never really expected a resolution to be offered given my past dealings with them.

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

  Customer Answer

  Date: 08/15/2024

  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 Timeline is correct, but the timeline only addresses the first repair they did (which again did not fix the issue of the backups), but that was not my complaint. Although I will say I did talk to their reps onsite about why I was still having issues when they came to clear the line. Given the recent camera footage I have received showing the lining wasn't done as stated this repair too is going to be under review. 
  

  Pertaining to the repair in question, it is unreasonable to insinuate 5 months is a long time in this scenario to file a complaint. It's an underground plumbing issue. Also, there has been a credit card dispute regarding this same issue and I've spoken to management prior to that. They couldn't even produce a receipt after over a week of asking for it I gave up and have the documentation to show me asking for records. I see they threatened to cease communication, but the communication was insincere and unreliable anyway. 

  Roto Rooter never had any interest in resolving the complaint. I've spoken with them and I see the other complaints through the BBB. They've got my money and they want to hold on to it without any concern for the aftermath of their work. I can't wait to see their "corporate attorney" come to small claims court. I can afford representation as well, so that's not intimidating as it was meant to be. I've spent over $20K just with this company in plumbing  repairs in four years and it's so discouraging to be doing it again with a different company because the repairs were ineffective and have no remedy offered. Spending money suing them will at least be satisfying. I came here to make a complaint, I never really expected a resolution to be offered given my past dealings with them.

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

  Business Response

  Date: 08/28/2024

  Customer has a 5 year warranty on the work. We are more than willing to come out and make corrections. Customer has refused this option. Customer has stated that he does not want was to come out and camera again to see if there is a failure.  There is only 3 solutions on this. 1. The job we did may have possibly failed and we would need to camera the line again to see what needs fixed under warranty and the customer would not be charged. Thus is the reason why we put warranties on the work.  2. The line may be failing in an area we did not touch and therefore it would be a new job and has nothing to do with what we did. That is also the reason for the camera.  3. There is nothing wrong, customer financed the job and is looking to get all the money wiped off so they do not have to pay anything. Also the reason for the camera to come out and see. I am not truly saying the customer is lying, but it throws up flags when a customer refuses to let us come out and camera. It costs $0 for that and the camera's we use are live and in real time with the customer standing there so they can see. 

  We either have to come back out and camera line to fix our mistake if we made one or the customer has to provide us proof from another company that they have a current video and proposal attached from this month. Not a video and proposal from 1 of the 3 companies back in the beginning of the year that he said he got bids from. 

  Again policy here is that if the customer chooses to go the legal route as they have a couple times. Then we will cease communication, and their attorney can contact our corporate attorney. 

  Business Response

  Date: 08/28/2024

  Customer has a 5 year warranty on the work. We are more than willing to come out and make corrections. Customer has refused this option. Customer has stated that he does not want was to come out and camera again to see if there is a failure.  There is only 3 solutions on this. 1. The job we did may have possibly failed and we would need to camera the line again to see what needs fixed under warranty and the customer would not be charged. Thus is the reason why we put warranties on the work.  2. The line may be failing in an area we did not touch and therefore it would be a new job and has nothing to do with what we did. That is also the reason for the camera.  3. There is nothing wrong, customer financed the job and is looking to get all the money wiped off so they do not have to pay anything. Also the reason for the camera to come out and see. I am not truly saying the customer is lying, but it throws up flags when a customer refuses to let us come out and camera. It costs $0 for that and the camera's we use are live and in real time with the customer standing there so they can see. 

  We either have to come back out and camera line to fix our mistake if we made one or the customer has to provide us proof from another company that they have a current video and proposal attached from this month. Not a video and proposal from 1 of the 3 companies back in the beginning of the year that he said he got bids from. 

  Again policy here is that if the customer chooses to go the legal route as they have a couple times. Then we will cease communication, and their attorney can contact our corporate attorney. 

• Initial Complaint

  Date:08/07/2024

  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 6/1 I had a pipe bust in my basement wall. Roto rooter was contacted and paid 700.00 for the plumber to fix my pipe. They then started the water mitigation process where they contacted my insurance company, ***** ****. They agreed on a price and amount of days that would be covered for work. My insurance company estimated 6,893.11 for water mitigation services.
  While doing this mold was discovered and they asked if I wanted them to treat the mold. Ultimately I told them my insurance did not cover mold and I didn’t want them to do any work outside what insurance would pay. I wanted to get estimates from other companies for mold removal.
  
  
  The supervisor, Harmony, advised they would do the mold removal and bill under something other than mold services because it’s more of a “hassle” because they would have to bring in an environmental specialist.
  I signed the mold contract to do the mold removal as they promised it wouldn’t be billed as such.
  
  I then receive a 17k bill for mold and water mitigation and the supervisor I spoke to agreed he did tell me that, but they ended up doing more work then they expected needed so had to bill me for the mold. I told him he should have spoken to me about the extra charges before performing the work. He said that is why you signed the mold contact and I advised him yes, only because you said it wouldn’t be billed for they knew I did not want anything my insurance wouldn’t cover.
  
  I been waiting for a supervisor “nick” to contact me regards this and cannot get an answer from Anyone. Accept to call me and say if I don’t pay they’re gonna put a lean on my house.
  
  They also worked past the dry out days they agreed to with ***** ****. And now ***** **** won’t pay and their advising I need to.
  
  I paid them the amount that insurance told
  Me to. But now have a 11k bill remaining for work I didn’t approve nor did my insurance when they knew the covered amount and days that were acceptable.

  Business Response

  Date: 08/08/2024

  Our records
  indicate that *** ******* contacted us on May 31st at approximately 11:15 PM
  regarding a burst pipe and the potential need to turn off the water. Our
  plumbing department repaired the broken pipe, which resulted in water damage to
  the structure.
  On June 1st, our field
  supervisor, Dave K****, arrived onsite and offered water damage mitigation
  services. At that time, a small amount of mold (less than 10 square feet) was
  visible, which did not significantly alter the project scope based on the initial
  assessment.
  On June 4th, Harmony
  Waitukaitis visited the site. The scope of work remained unchanged as
  demolition could not proceed until asbestos test results were received on June
  5th. On June 6th, during the demolition, we discovered that the mold growth was
  more extensive than initially anticipated due to the construction method
  (gypsum board over paneling), which allowed hidden microbial growth.
  Our crew immediately
  informed all parties of this discovery. On June 12th, Dave K**** met with *** *******, who signed paperwork acknowledging the substantial mold growth. We
  also have a signed Mold Remediation Supplement retaining us for mold-related services.
  *** ******* referenced a
  conversation with *** *********** on June 4th, where he indicated that the mold
  appeared minimal and could be addressed with minor drywall removal. He also
  explained that a definitive assessment would only be possible after receiving
  the asbestos results on June 5th.
  Regarding *** *******’
  statement about not being billed for mold, we believe this refers to a call on
  July 24th. During this call, *** *********** sought clarification on what was
  discussed when *** ******* signed the mold remediation paperwork. The discovery
  of the additional mold was discussed, the change of scope to address the mold
  removal was discussed and agreed upon by the homeowner.
  We do not “agree
  to” dry out days with an insurance company. 
  We do not get estimates from insurance companies to mitigate water
  damage.  We provide the estimates before
  the work begins.  That is not how this
  business works.  We dry the property
  until it reaches standard level.  That
  time frame varies by the type of material, and the moisture content.  That statement is completely false. 
  We provided a
  scope of work, along with the price range to complete the items on the
  scope.  That was agreed to, and signed by
  *** *******.  Roto Rooter submits the
  bill to ***** **** as a courtesy, but if they fail to pay for the work the
  homeowner is responsible for payment. 
  That is all clearly stated in the signed paperwork. 
  Please review
  all the attached paperwork associated with the project.  Everything we charged for is documented with
  photographs.  We performed the work to
  industry standards, and we expect to be paid for it.
  No adjustment
  in the bill will be made.  Roto Rooter
  will be placing a lien on the home, to secure our interest in the unpaid debt
  owed my *** *******.  The lien will be
  removed once Roto Rooter is paid in full for our services.    

• Initial Complaint

  Date:08/07/2024

  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.

  May 30, I called Roto Rooter for water leak in master bedroom at 10am. Technician J****** arrived. He told me the issue of the leak and stated the cost of 762.00. He could not offer the warranty for the work unless I fixed the leak from the outside pipe which was downed. Technician, J***** arrived the same day at 3pm and showed me the problem and stated the price for repair at 3600.00. I applied for the Roto Rooter credit card and was approved for 5K. The work was completed, and I made the payment. Another technician D**** W******* arrived and stated he would work with my insurance for the clean-up. He stated he would make the house look like new. No prices were ever given to me for this service. I was starting to get a little confused and I told D**** my concerns and he assured me it would be processed by my insurance. He said they HAD to test for asbestos. I was never told the results of the test. 7 days later a contractor named G**** contact me on June 5 to tell me my house tested positive and gave me a quote of 10K to do the water restoration repair. He said it was a separate invoice. I became really confused. He said he was not tied to roto rooter, and they were going to charge my insurance separate for his services. I told him I was never given a price, and no repairs had been completed. D**** had never contacted me with any prices. G**** then texted me he had called the Roto Rooter office, and they told him they had charged my insurance 5852.42. Roto Rooter never reached out to me. J**** M***** then began calling me June 15 to demand payment. My insurance sent me 5K. I used it to pay the repairs which I was charged totaling almost 5K. My house still has ripped up carpet. Holes in the wall from where they tested for asbestos. J**** has been threatening me for payment. I asked if a manager could call me to explain these charges. No one from management has called me to date.

  Business Response

  Date: 08/10/2024

  Thank you for contacting us, and I apologize for any confusion you've experienced.
  
  To clarify:
  
  Asbestos Testing and Abatement: Your home tested positive for asbestos, which changed the nature of our work. We conduct these tests for safety reasons and, as we’re not licensed for asbestos abatement, we can only dry in place. The contractor who contacted you operates separately from Roto-Rooter and provided a quote for the necessary asbestos-related services.
  
  Pricing and Charges: The price range for our work is listed on the first page of your contract. Any costs exceeding this would have required a signed change order. I apologize if there was any miscommunication.
  
  Insurance Payment: The $5,000 insurance check you received was to assist in compensated the Water Restoration work we completed. This amount is still due to us.
  
  I attempted to contact you and left a voicemail. Please feel free to reach out to me to discuss further.
  
  Best regards,
  
  D*****, Water Restoration Manager, *******

• Initial Complaint

  Date:08/06/2024

  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.

  July 31 2024. My wife noticed a backup with the toilet when the Washing machine was draining, After a telephone consultation with aplumber, I determined thwe problem was probably roots in the drain system. I contacted Roto Rooter to investigate and fix. Roto Rooer came out quickly and after a false start (mistaking the gutter cleanout for the house clean out the tech called in a supervisor who had a better camera. They figured out the problem to be roots at the city input and they could not fix it. They broke the water supply pipe and were unable to figure out how to turn off the city water valve and the bathroom started to flood. Eventually, the city came and turned off the water. They charged me for the video and also charged me for the Rotorooter plumber who fixed the supply line. Ithen had ro deal with water mess in the bathroom they created.
  
  I asked for a copy of the video of the root investigation. At first they said I had to have paid $700 for the video. I told them I had paid the $700. Then they said no video was recorded which will require to pay another $700 to the excavator so they will know the extent of the problem. RotoRooter also they want me to pay almost $600 for plumber who fixed the flooding water.
  
  The supply line line worked for the 10 years I have been in the house and probably would have worked for another 10 years had they not broken it. It is clear the tech sent was incompetent, not being able to find correct cleanout, breaking a fully fuctional supply line and nor knowing how to turn off the water at the city valve. Any correctly trained tech should have been knowledgeable enough to turn off water first and certainly after the break.
  
  The company is denying responsibkilty for everything. I now have to deal with costs for restoration, another video showing the problem, and fixing the root problem which I had expected RotoRooter tos have solved. After that is their claim to fame.

  Business Response

  Date: 08/07/2024

  Tell us why here...We did come out to clear a clogged drain. While attempting to pull the toilet to access the mainline, Our drain technician attempted to turn off the water. At which point the angle stop came apart. We dispatched a plumber immediately to help with the situation. After the plumber was able to complete the repair. In his professional opinion the installation a the sharkbite connector was done improperly and was the cause of the it coming apart. Anyone who attempted to turn the water off would have faced the same issues. We cleared the drain and properly repaired the line

  Customer Answer

  Date: 10/25/2024

  I am not sure what the question means.  The contract with the business..  I bought the house.  Along with the house came plumbing fixtures.  Is he asking for the home sale contract?  Is he asking for the warranty from the remodeler, or the plumber?  Since I have lived in the house for 9 years I do not see how any of those questions are relevant.  The fix by rotorooter is only guaranteed for one year.  I would assume the one year fix by rotorooter is the industry standard and we are talking about the broken valve having lived far longer than any guarantee given by rotorooter

   

  I never was shown the valve broken by rotorooter and it was never given to me for proof of anything.  Why was this?  Is it not standard for the customer to be shown the broken valve?  What is the industry standard in letting the customer seeing the broken piece?  All other workmen I have hired have always shown me the broken piece and asked me if I wanted to keep it.  Rotorooter did not do this.

  In terms of the other plumber.  Rotorooter said it was a sharkbite (or sharktoooth).  I asked another plumber about such a valve who said such a fixture was up to code.  I have already submitted a copy of the Uniform  building Code which specificaly  lists the valve in question conforms with the code. What more proof is being requested especially since Rotorooter did not show me the broken piece or left it with me.

  Since I showed mygood faith by having paid the bill why is Rotorooter not doing the same?
  

  Business Response

  Date: 12/07/2024

  Roto Rooter is disputing whether the use of a sharkbite connector is up to code or not. We know they are allowed to be used. However, in this instance, it was improperly installed. If it was properly installed, it would not have fallen off the pipe when attempting to turn the water off. Our plumber noted this when completing his work. See attached photo and invoices.

• Initial Complaint

  Date:08/02/2024

  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.

  Attached e-mail with my explanation and copies of receipts and statement by the restoration company project manager.

  Business Response

  Date: 08/05/2024

  We cannot see email that customer wrote.

  On 7/3/24 customer approved Roto Rooter to complete work. Tech started work to replace leaking kitchen sink faucet. Labor was $497.00 flat rate. Parts was $359.98. Customer also received a discount of $49.70. Total of worked done was $807.28. Customer initialed that there was not leak when tech was done. Customer also signed that job was completed to their satisfaction. Customer also has 1-year guarantee if any issue Roto Rooter will come back. 

  Please see attachment of invoice ***********. You will see work order authorization signature to start work and lower on attachment the completion signature.

  Attachment number two is the signed hold harmless.

  Customer Answer

  Date: 08/06/2024

  
  On July 3, 2024 I called Rotor-Rooter to check out a big leak under my kitchen sink.  The plumber came and said I needed a new faucet which he got at his warehouse.  I asked him to check everything under the sink for any other leaks.  He never turned on the faucet upon completing the work to check if all was functioning properly.  I then had **** ***** *********** come July 5 to assess and remove all damaged items under the sink.  On July 9 work to rebuild was started.  The company’s plumber noticed a leak in the Pex line leading to the main water supply underneath the sink and fixed it.  Between July 5 to July 10 , I contacted a general manager and left two voicemails regarding my concerns.  No responses.  On July 12 and July 13 I called and left two voice mails with an administrator Michael T.  No responses again from the ****** ** office. The Rotor-Rooter plumber failed to detect and fix the Pex line leak.  I, therefore, request a full refund of services by Rotor-Rooter. 

  Customer Answer

  Date: 08/09/2024

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

  Customer Answer

  Date: 08/09/2024

  
  To Whom it May Concern:  On July 3, I signed as a courtesy the first page of invoice ************ from Rotor-Rooter which acknowledged the work done to my satisfaction with regards to the kitchen sink faucet. On July 5, 2024 **** ***** *********** came to assess water damage and had a mitigation team remove water damage under the kitchen sink.  Work to rebuild under the sink began July 9, 2024.  The company’s plumber fixed a leak from the
  supply lines under the kitchen sink, a PEX  line leak.  The second page of Rotor-Rooter’s invoice “This release and hold harmless will not apply to the extent a claim is caused solely by Roto-Rooter’s gross negligence” applies to  Roto-Rooter’s gross negligence.  Failure to identify and fix the PEX line leak was gross negligence, as I had asked several times for the Roto-Rooter tech to check everything for leaks under the kitchen sink.  The cause of the leak was the PEX line.  The kitchen sink faucet replacement is questionable. Therefore, I request a refund of $807.28 for services rendered on July 3,  2024.
  
  

  Business Response

  Date: 08/09/2024

  Customer paid $497 labor and $359.98 for parts that were replaced and installed. Customer received a discount ($49.70) for work that was completed. Customer also has 1 year guarantee on work that was done. This means we would come back for free if there were any issues in the future. No leaks were detected before our technician left. Customer signed that all work was completed to their satisfaction.

• Initial Complaint

  Date:07/31/2024

  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 think the price of what they had to do for me, was a complete rip off. It took the man less than 30 minutes to complete the job. I understand maybe $600 but not $1,295.00. He did quote me the price and I did question it. I asked him if this was for labor and he didn't answer me. On my receipt I see it is for labor. He had me sign the invoice before he put all the numbers in, I had to have my toilet fix right away because it damaged my ceiling in the kitchen.

  Business Response

  Date: 08/01/2024

  Called and talked with ****. I explain that we talked with her son. He approve our work and paid for it. We offered a $100 refund for any misunderstanding. But she refused.

  Customer Answer

  Date: 08/01/2024

  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.
  
  
  Regards,
  
  
  
  **** **********
  

• Initial Complaint

  Date:07/31/2024

  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.

  Hello my name is ****** and I’m reaching out because we had a sewage back up about a week ago July 23. Someone came out and snaked the drain, he contacted someone to come out with the camera next day July 24. Tony, the technician that came with the camera states we have a crack in the pipe on the exterior. We initially had this pipe and sewage back up about 3 and a half years ago, and that was due to tree roots being in the pipes. So they came out and did all the work to fix the problem. We have all the receipts and everything, all work on outside of home has a warranty. We still fall under the warranty. Tony said on Wed the 24 of July that someone would come out within the next two days. Long story short no one came, no one from the company reached out, nothing. My fiancée called them Monday and spoke with a gentleman man named Bill. He is an apparent manager of Tony, and pretty much he made all the excuses saying they need to 1000 percent sure this is covered before they do the work. Making up excuses and such. I have since called for it rooter and no one has reached back out. We have not been able to shower, poop, or do laundry, we can’t use water in our home until someone comes back out. We’re trying to get this resolved under the warranty and seems as though to me roto rooter doesn’t want to do free work. So trying to get help so we can live a normal life again.

  Business Response

  Date: 08/01/2024

  Dear *** ******, Per our phone conversation yesterday 7/31/24 our plan is still to get someone out as soon as possible. I will call you to discuss an option today. 

  Customer Answer

  Date: 08/01/2024

  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. 
  
  
  
  Regards,
  
  
  
  ****** *******
  

• Initial Complaint

  Date:07/29/2024

  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.

  We had a hot water tank burst. My husband called me when he was informed of the price for new heater, I asked if they dealt with *** and the tech said we would have to get the repair then get reimbursed from ***. Found out that was false and the manager acted as if she had no clue if the company dealt with any warranty companys. Then we had the water restoration service done and was completely shocked when the insurance comp told us we owed over $9k to roto rooter. I called them and explained my issues with W**** in billing. She told me she would see what they could do so we wouldnt have to pay more than what the ins paid out. She then ignored all emails asking for update and just kept saying you need to send the check. I also called several times asking exactly what happened with the tank and why water was on pipes in a different part of basement, no response. We just had all appliances inspected by ******** Energy Program and had appliances replaced. No one at this company has answers or cares about our complaints they just want the check. They also didnt tell us there was a $5-10k range for the water. We have had to water claims before and never paid $9k and those were sewage claims. They told my husband he was signing giving permission to do the service. This man would have hit the fan if they gave that estimate. We still hear that he had to pay the $3200 for the waterheater alone, he would have definitely screamed about this amount. This has been the worse company we have ever dealt with. They said the ins didnt complain so its ok, I tried to tell them I would have if I knew about the estimated amount. The manager tried saying their protocol is to tell us how much the estimate is but he didnt. We have had 2 sewage back ups and now this in 2yrs, we are a little familiar with this and this was as unprofessional as can be. I still have no answers to any concerns just pay us now.

  Business Response

  Date: 07/31/2024

  The customer was provided Water Mitigation services by Roto Rooter which was authorized by the customer.  The invoice was submitted to the insurance company and they sent payment to the customer for the services rendered to be sent to Roto Rooter.  The total for the services provided fell within the range that was stated on the contract that was signed by the customer before service began.  Our position is that we receive payment for services rendered.

  Business Response

  Date: 07/31/2024

  The customer was provided Water Mitigation services by Roto Rooter which was authorized by the customer.  The invoice was submitted to the insurance company and they sent payment to the customer for the services rendered to be sent to Roto Rooter.  The total for the services provided fell within the range that was stated on the contract that was signed by the customer before service began.  Our position is that we receive payment for services rendered.

  Customer Answer

  Date: 07/31/2024

  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. Again you guys are ignoring everything I have addressed and your response is just pay us. Next will be an Attorney General complaint. How about addressing my concerns. Of course the insurance wouldnt have an issue. If it wasnt for the insurance company we wouldnt have known we owed. What about the blatant lie about *** or what about your billing saying they would get with a manger to adjust the bill so we wouldnt have to pay out of pocket. WHAT HAPPENED TO MY UNIT....WHY WAS WATER DRIPPING FROM ANOTHER AREA?! ALL QUESTIONS YOU REFUSE TO ADDRESS.
  
  
  Regards,
  
  
  
  ******* ******
  

  Business Response

  Date: 08/09/2024

  What you owe at this point for the Water Mitigation services we provided is your deductible.  The contract that was signed stated what the range would be, and our final total fell within the range.  Your insurance company accepted our invoice, less your deductible, which is still owed.
  
  
  Regarding your home warranty, we are not in a position to know what is covered and what is not.  When we provide service for plumbing repairs we get paid up front and it is up to the client to submit our invoice to their home warranty company for reimbursement.  We do not control whether something is covered or not.  
  
  
  At this time, what is owed is $1014.83, which is for your deductible. 
  
  

  Customer Answer

  Date: 08/27/2024

  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. You guys are missing the whole point. If you guys dont accept home warranty services then your tech should have said that instead of saying what he said. Had he of said no we dont accept it we would have called the home warranty service company to find out how to proceed so that we were not out of pocket. Dont worry about it because you guys obviously have no morals or customer service knowledge. I will proceed how I deem fit.
  
  
  Regards,
  
  
  
  ******* ******
  

  Business Response

  Date: 09/17/2024

  Roto-Rooter is not in a position to know what is covered and what is not covered under your Home Warranty.  When we provide service for plumbing repairs we get paid up front and it is up to the client to submit our invoice to their home warranty company for reimbursement.  We do not control whether something is covered or not.

  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.
  
  
  The fact that you guys do not deal with any home warranty programs is what should have been said. I am not expecting you to know what is covered. I asked your tech if your company dealt with home warranty services specifically ***, and he said YES, which is not true. If he would have been honest and said no, I would have said let me call them first and make sure this will be covered/reimbursed. I spoke with my home warranty company and indeed the hot water tank and labor would have been covered up to $4000 but because they dont deal with Roto Rooter, we cannot be reimbursed. You technicians should know if you deal with home warranty services or not, not what would be covered, but if you have relations with them, just like insurance. If I say do you deal with Statefarm or Homeowners Insurance, your techs should be able to say yes or no.
  

  I am also attaching proof that the hot water tank would have been covered under my *** policy.

  You guys also put us in collections for $8181!! Wendy has nothing to say about her conversation, if your calls are recorded you need to pull her records and hear exactly what she said, I will find the exact date and time I called.

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

  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.
  
  
  The fact that you guys do not deal with any home warranty programs is what should have been said. I am not expecting you to know what is covered. I asked your tech if your company dealt with home warranty services specifically ***, and he said YES, which is not true. If he would have been honest and said no, I would have said let me call them first and make sure this will be covered/reimbursed. I spoke with my home warranty company and indeed the hot water tank and labor would have been covered up to $4000 but because they dont deal with Roto Rooter, we cannot be reimbursed. You technicians should know if you deal with home warranty services or not, not what would be covered, but if you have relations with them, just like insurance. If I say do you deal with ********* or Homeowners Insurance, your techs should be able to say yes or no.
  

  I am also attaching proof that the hot water tank would have been covered under my *** policy.

  You guys also put us in collections for $8181!! W**** has nothing to say about her conversation, if your calls are recorded you need to pull her records and hear exactly what she said, I will find the exact date and time I called.

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

  Business Response

  Date: 09/28/2024

  Roto-Rooter is not in a position to know what is covered and what is not covered under your Home Warranty.  When we provide service for plumbing repairs we get paid up front and it is up to the client to submit our invoice to their home warranty company for reimbursement. 

  Business Response

  Date: 09/28/2024

  Roto-Rooter is not in a position to know what is covered and what is not covered under your Home Warranty.  When we provide service for plumbing repairs we get paid up front and it is up to the client to submit our invoice to their home warranty company for reimbursement. 

• Initial Complaint

  Date:07/23/2024

  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.

  We had a sewer back up due to a toy being clogged in a drain line which led to a grease build up in the line which required a hydro jetting and a descale in order to get the line flowing properly. We are trying to get the invoice clarified or a statement from rotorooter added onto the invoice which states that this service was a necessary service and wasn't  done preemptively or maintenance related, so that we can get reimbursed by insurance. It’s a $2200 bill we were needing to get reimbursed. My private claims adjuster tells me he has been getting tossed around by rotorooter staff and it’s been difficult getting anyone to help us get this done.

  Business Response

  Date: 07/24/2024

  We spoke with the customers private claims adjuster.  We confirmed the verbiage the adjuster required and determined that it was in accordance with the work performed.  We agreed to change and sent a copy to the customer as well as the adjuster.  The customer and adjuster are satisfied with the information provided.