Complaints

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

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  Roto-Rooter

  2125 Montana Ave Cincinnati, OH 45211-2741

• 

  Roto-Rooter Plumbing & Water Cleanup

  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

  5115 7th Ave Kenosha, WI 53140

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:07/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged $650 for a 20 min laundry draining on 7/24/2025 upon reviewing the bill after the technician left I called to get an explanation for the ridiculous overcharge and erroneous “room cleaning” fee, I was told that as a woman I should learn to say no and not be so polite that I should have told the tech to leave not only was I overcharged but then I was dismissed and disrespected by the company because I am a stay at home mom!!! I looked back at my bill from the identical service in February 2022 they charged $244 when my husband was home dealing with the technician. how is over 160% increase in price justified here?? I already emailed the email address listed by P** S****** which seems to be a bot account that replies to online reviews and have not heard back. I have also been in touch with local branch with no responses or resolution.

  Business Response

  Date: 07/29/2025

  Spoke with customer and was able to resolve customer issue and customer is ok at this time.

• Initial Complaint

  Date:07/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Roto-Rooter to unclog the drainage connected to my washing machine. The initial technician—who introduced himself as a manager—claimed that a pipe was broken. I found this diagnosis questionable, as no camera inspection was performed; he used only a snake to assess the issue. Despite this, I trusted the company’s recommendation and proceeded with the quoted work totaling $7,500.
  
  After a hole was dug in my kitchen as part of the repair, another technician arrived and stated that the pipe was not broken at all—it was simply clogged. He called in a third technician, who then unclogged the pipe without the need for any excavation.
  
  Feeling misled, I contacted the general manager to express my concern. He acknowledged my complaint and promised a follow-up, but I never received a call or any further communication.
  
  To make matters worse, last Tuesday, the company withdrew the remaining balance directly from my account without any prior notice or authorization.
  
  This experience has been extremely frustrating and disappointing. I feel I was misled into unnecessary and invasive work and charged unfairly. I strongly advise others not to hire this company.

  Business Response

  Date: 07/25/2025

  On 7/11/25 Roto Rooter was called out to the ***** home for a laundry sink clog.  Our technician attempted to run his Roto machine through the drain.  The line would only stay open/drain water when the cable was in the drain.  When he pulled it back, mud was on the cable, and it would back up again.  There is only one way mud enters a drain line to that extent, and that is due to a compromised or damaged pipe.  A camera inspection was performed on the drain line the following day.  During this inspection, the line was backed up again so visibility was not possible, but he hit a stopping point and explains that the line is likely compromised at the 90 where it turns under the slab.   All of this is recorded in both audio and video and available if needed.  Roto employees jack hammered the floor, replaced that section of pipe, ran a camera again (not a "snake") to ensure the repair was complete and the customer now has a working drain line.  Now that the repair was made, we had another technician clean that drain line to the main sewer, to ensure it had perfect flow.  We have pictures of the repair (still photos), as well as audio and video recording of the inspections.  The repair was made, for the price quoted, and the drain line now properly functions.  The customer was charged for the repairs in the fashion he agreed to at the beginning of the process when the contracts were signed.  

  Customer Answer

  Date: 07/26/2025

  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 

  
  I find this response unacceptable.  The pipe was not broken at the ninety degrees - I encourage roto rooter to share the camera footage!  The pipe was not broken - it was clogged and confirmed by the second technician that came with the camera after a hole was drilled in my kitchen.  I look forward to the camera footage. Thank you.
  Regards,
  
  
  
  **** *****
  
  

  Business Response

  Date: 07/31/2025

  We would be happy to attach the videos, as well as photos of the repair.   As stated earlier, there is zero visibility on the video footage once the camera enters the pipe (only audio) because the drain line has backed up again with muddy water.  The camera hit a stopping point in the muddy water, and that is where the repair was made.  The photos and video files were too large to attach through this portal.  I have emailed them to the BBB to place them in the file.   Our position remains unchanged.  Repairs are completed, and the line functions as it should now.  

• Initial Complaint

  Date:07/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a sewer back up at a rental property I own @ **** ********* **** ******** ** *****. I called Roto Rooter to handle the sewer line and the clean-up after. The clean-up after was OK, but the issue is with the sewer repair and cost. I was told that an interior dig was necessary for the sewer line to be evaluated and hopefully repaired, the cost $8,500.00. I was told an exterior dig may be needed as well, but that would be determined after the interior dig. The interior dig was completed. It was determined that an exterior dig was needed to replace the sewer line, the cost, $16,500.00. An exterior dig was completed, and it was determined that the sewer line doesn't exit in the front of the home where the dig was completed. They determined that the sewer line was actually not property connected, on the interior, and that we needed, another interior dig, no cost for the second interior dig. The second interior dig was completed and the sewer line was connected correctly, but the exterior line itself was not touched and I was told that "may need to be dug up and replaced at some point." At this point we have paid $25,000 and we still do not have a new sewer line. The currently line is functioning and have had no issues, but if the only thing that was needed, was an interior dig to reconnect the line, that should have been $8,500.00. We paid $17,500.00 for nothing, no new sewer line. A reputable, established company should know where the sewer line without having to spend $26,000. I would like to have $8,500.00 refunded due to this negligence and price gouging.

  Business Response

  Date: 08/05/2025

  This is a response to the complaint. The work that was done was 6+ months ago. If customer felt there was an error than why wait 6 months? Customer signed the invoice on 2/28/25 after the work was completed that he acknowledged. Customer attached that invoice. If customer felt there was an error or we over charged then why not bring it to our attention before signing the invoice after the work was completed.  Work was inspected by the ********* ****** ****** ********** and approved. Customer stated that everything has been working since the work was completed. We had to dig 7 feet down through thick concrete and dirt. 

  We have also tried to reach out to customer a couple of times since he filed this complaint. Customer has not responded. Again, I am wondering why customer has waited 6 months to say anything if he felt we over charged or mislead him? 

  Customer Answer

  Date: 08/13/2025

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

  
  

  I got one voice mail from the company, I will call them back and see if a resolution can be met. 

  
  
  
  
  Regards,
  
  
  
  *** ******
  
  

• Initial Complaint

  Date:07/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  THIS COMPANY HAS TREATED MYSELF AND MY ELDERLY MOTHER LIKE GARBAGE. LONG STORY SHORT IS ROTO ROOTER INSTALLED AN ** ***** HOT WATER TANK FOR MY MOM IN AUGUST 2024 THEN AS OF JUNE 4TH OF 2025 SHE KEPT HAVING ISSUE WITH IT STAYING LIT SO THEY CAME OUT AND CHANGED A PART BUT IT ONLY WORKED FOR 7 DAYS THEN THE GUY CAME BACK AND TOLD HER TO CALL ** ***** BC THEY CANT FIX IT SO AFTER I CONTACTED ** ***** AND GOT AN APPROVAL CODE FOR A NEW HOT WATER TANK ROTO ROOTER SAID THEY WOULD BE OUT AND NEVER SHOWED THEN WHEN I CALLED THEY TOLD ME THE SAME THING FINALLY AFTER MY MOM WAS WITHOUT HOT WATER FOR 7 DAYS THEY CAME OUT EVEN THOUGH THEY WERE 4 HOURS LATE BUT PROCEDED TO CHARGE MY MOM $500 AND SAID NO MONEY NO INSTALL AND I KNOW THEY TOOK ADVANTAGE OF HER ABOUT THIS. HER NAME IS **** ****** AND HER NUMBER IS ###-###-####
  I AM HER SON ******* ****** ###-###-#### PLEASE HELP WITH THIS. WORST EXPERIENCE WITH ANY COMPANY I HAVE EVER SEEN

  Customer Answer

  Date: 07/24/2025

  MY MOTHER"S NAME IS **** ******* ****** *** ******* ** ******** ** ***** PHONE NUMBER IS ###-###-#### 

   

  BUT I HAVE HAD MULTIPLE PHONE INTERACTIONS WITH THIS COMPANY AND IT IS RIDICULOUS THE WAY THEY TREAT ME. THIS IS EXTREMLEY BAD BUSINESS PRACTICE AND ON TOP OF THAT IM SENDING THE INVOICE 

  Business Response

  Date: 07/31/2025

  The customer purchased a 40 gallon water tank with installation from Roto-Rooter on 8/27/24.  The invoice states there is a 6 month warranty on the workmanship of the install.  There is a manufacturer warranty on the tank itself.  On 6/26/25 and 6/30/25 the customer called in new work orders stating the tank was failing.  We went back out both times, outside of the workmanship warranty window, and re-lit the tank at no charge so she had hot water.  We advised her to contact the manufacturer about the tank itself.  She did get in contact with them and they agreed to provide her a new unit at no cost.  She gave us the confirmation number and we ordered the tank.  The day the tank came in (7/21/25) we went out and installed that tank at approximately a 60% discount on labor only for her.  We have provided phone numbers, sent copies of the original invoice and warranty info via email and USPS.  There has to be a communication breakdown between the customer and her son.  He consistently contacts the call center and branch with info that is incorrect.  We have spoken with the customer on multiple occasions and explained all of this multiple times. 

   

  Customer Answer

  Date: 08/02/2025

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

  
  

  I did have Roto Rooter install a brand new ** ** ***** water tank in August of 2024. Within a week, I did not have hot water. They came back out and said a part was defective and replaced it. For over two months now the pilot light keeps going out. Roto Rooter did come out and relight it several times, usually about spending five or ten minutes, but could not answer why it keeps going out and did not investigate it. A brand new tank should not go out. Then they said that they weren't coming out anymore just to relight it and that I would have to contact the manufacturer, which I did. ** ** ***** agreed to replace the tank but through the same installer. I informed Roto Rooter of this and they gave me a hard time, saying that they would come out, even texting they were on their way, only to not show. After contacting the dispatcher on a Friday afternoon she was very rude and said that they would have to check out this replacement authorization I had and would get back to me on Monday. My son then contacted her and she was rude and lied to him that I made an appointment for Monday, which I did not. She said "Well that's the way it is" and hung up. I had to change my work schedule for Monday, even though I knew they would not be here Monday morning, which they were not. Finally, Monday afternoon one worker arrived and stated he could not start work until I paid $500, he didn't even have the tank with him. He did come back alone and installed the replacement tank, by himself. I believe there must have been something wrong from the beginning for a new tank to repeatedly fail and an investigation should have been done. This whole situation caused me much stress as I am a diabetic, a heart patient, and have Stage 4 cancer. Normally, I would not have involved my son but the stress was damaging my health even more. All the times that Roto Rooter came out to relight I asked about the warranty and they said it was covered, but they still should have tried to figure out why the pilot kept going out. Even though they have since provided me with a contract and receipt, it was never given to me at the time of the original install even though I asked for it. Then all the times I was kept waiting for a technician after receiving a text that they were on their way and not showing was very unprofessional. If they weren't coming I should not have been told they were. 

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

  Business Response

  Date: 08/06/2025

  Our position has not changed on this situation. 

• Initial Complaint

  Date:07/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So a worker came out twice and did a job that I feel should not have been as much as they charged being that they came out again for the same issue . And here in this email says they were going to do the refund and have yet to do so.

  Business Response

  Date: 07/21/2025

  Mr. ******,

  This is J*** E***** the manager with Roto Rooter. I will be more than happy to refund you the $100.00. Please do not hesitate to call my cell phone at ###-###-#### and we will refun asap.

  Customer Answer

  Date: 07/26/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  **** ******
  

• Initial Complaint

  Date:07/17/2025

  Type:Billing 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.

  Came to my home I was going to get more quotes. They came from Roto Rooter we will handle, and it's covered by insurance. I signed the person called to get financing and when the financing was done the person said approved for 5500. The other person ran over and said the bill for plumbing is 8K. He went back on and did for 8K. All the time she said if you get no more quotes, she knew it was covered. I didn't know at the time she had padded the bill with a 2500 water filter she told us about but never authorized. The day came before even looking at it one of the plumbers said another pipe needed to be replaced. I call the person who set it up she said let me call him and ask him stop upselling, after multiple attempts even though they billed never received a full receipt of the charges. I saw what they charged the insurance company. They charged for overtime not here long. They charged for emergency appointment done no emergency. They took pictures for the insurance a bathroom & basement of work they did not do. pictures of the wrong bathroom. I spoke to 3 managers The third said nothing he can do but remove the water filter and try to get me a refund. And give me a free filter change even though the person told us about it was free 6 months. Pics taken of the basement even though there was no water in the basement we had water proofing done and they took pictures of the results which the work was not done by them. They charged us 8K which included the padded water filter and the insurance 15K for water restoration even though all water was in the tiny crawl space, they don't seem to care what happens as long as it results in more money. They charged a total of 23K for a crawl space pipe done in a few hours with no overtime. No emergency service they had no special equipment, and what she was actually saying if you give us your insurance for our purposes. They said insurance paid for what they wanted but they had false information. They don't care. choose ** *****

  Business Response

  Date: 07/15/2025

  We only operate in CA. If this work was performed in CA please provide a service address and the name on the account so I can research the issue.

   

  Thanks,

  M***

  Business Response

  Date: 08/26/2025

  Went to customer home and took out water filtration unit that she requested.  Also putting in a refund to her synchrony account on 08.27.2025.  I have been in contact with the customer.  She has my personal cell phone number and my email fo all communications moving forward.

  Customer Answer

  Date: 09/04/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. I received a confirmation the refund was done. David Hoffman has been responsive and helpful in coming to a resolution for this situation. 
  
  
  
  Regards,
  
  
  
  ******* *****
  

• Initial Complaint

  Date:07/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 4, 2025 Roto-Rooter of **** ****** NY completed repairs to my main sewer line. The evacuation field supervisor A***** R***** completed a final camera inspection of my entire sewer line. I paid the final payment for the $7,000 job. He assured me he would email me an invoice which listed what was completed. This would include the replacement of the tile sewer line section including the vent/clean-out vertical piping with PVC piping. The replacement piping extended from the cast iron piping which is still in serviceable condition to the main street sewage line area. Also a statement that a final camera inspection found the system currently in good condition. I have yet to receive this invoice. I have call A***** multiple times each week and he has never answered his phone and his mailbox is always full. I also have sent numerous text and email messages to him all going unanswered. I have also tried to contact his boss M** and even the general manager multiple times each week; despite leaving messages neither of them has taken the time to contact me. Each message that has been left has been courteous and I have consistently stated I don't have a complaint on the work, I simply want an invoice that states the work accomplished. I picked Roto-Rooter since it was a large, well established company; I find it very unprofessional that the company can receive probably 16 messages to 3 separate employees and choose to ignore them all.

  Business Response

  Date: 07/17/2025

  Per excavation manager - we spoke with customer regarding the requested invoice, we will send all customer requested documentation, customer satisfied.

  Customer Answer

  Date: 07/22/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ****** *********
  

• Initial Complaint

  Date:07/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 06/22/25 early am contacted Roto Rooter at ###-###-#### regarding a plumbing emergency water coming through the ceiling etc involving toilets , 2-bathtubs , shower . Upon speaking to customer service technician was dispatched . Received a text from ###-###-#### asking to confirm dispatch and appt but upon texting Y confirmation showed ( text session EXPIRED Roto rooter dispatcher will call you regarding appt. I did not authorize customer service or any of its employees to give out my personal /home info or details to any other Roto rooter employees or divisions . Unfortunately, after plumber arrived and had been working on the situation (visible toilet auger) provided single page plumbers service call report ( copy of and provided accordingly with description in short paragraph form of plumbing emergency . ( with the words back up ) . Roto Rooter Plumber to my understanding reached out to water mitigation team ( without my consent or knowledge) and provided my contact and home address and that there was water damage - onsite . I then unexpectedly had 2 additional Roto Rooter employees ( without water mitigation team just show up for which I was blind sided by this and uncomfortable as e-sign documents were REPEADLY ASKED FOR ME TO SIGN FOR WHICH I WAS NOT COMFORTABLE ! I made this VERY CLEAR in front of witnesses . I felt teamed up on by Roto Rooter . The document showed exaggerated and inaccurate information as well showing damages to Affected Rooms that was inaccurate / exaggerated : master bedroom , master bath , 1st bedroom , hallway , bedroom 1 , basement , bedroom ? Stated to extract water, pump out standing water which at the time of their arrival WAS INACCURATE! They wanted me to sign to cause immediate destruction of parts of my home which would have caused unnecessary damages . REMOVE AND DISPOSE of damaged WALLS, ceilings ( plural ) damaged flooring , removing baseboard and trim, provide air fans and a dehumidifier ( singular ) .costs up to 15k

  Business Response

  Date: 07/16/2025

  We have reviewed the complaint and the customer has asked for no further contact.  

  Customer Answer

  Date: 07/21/2025

  In response for clarification regarding resolution from Roto Rooter at this time no offer for any type of resolution from this business has been made . 
  I reject response that no further contact to customer is the appropriate resolution in this matter . Reach out from General Manager ******* Market was received initially upon letting customer service know my concerns regarding . 
  At the time of service the plumber charged 795.00 and plumbers report provided . Per that report it did not disclose the need or any such concerns for the Midigation team with Roto Rooter to be contacted by someone other than myself and sent to my home without consult , consent or knowledge . The plumber did not communicate to myself that anyone had been contacted to do so . A copy of this plumbers report and the Roto Rooter docs that involved the Roto Rooter ******** ** ( **** * ********* **** ) Midigation team were to be completed and docusigned ( which were refused and were not completed ). This was presented by two additional Roto Rooter employees at the time all while still having to juggle the Roto Rooter plumber working on scene . The inaccuracies have been noted and such concerns shared with the BBB regarding this complaint as well as the General Manager of the ******* Market . The proposed tear out of ceilings , damaged walls , drywall , flooring , baseboard and trim listing 7 ROOMS in Mitigation documents as well as the plumbers report can be provided in a secure and appropriate manner if needed .

   

• Initial Complaint

  Date:07/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Roto-Rooter after a minor sewage backup in my basement. They charged $800 to unclog the line and then recommended water mitigation due to “bacteria in the concrete.” I was told the cleanup would take 2–3 days and that they would assist with my insurance claim. They never followed through on that. Instead, they left drying equipment for 14 days with no clear justification and eventually billed me over $11,000 — nearly double their original ~$6,000 estimate.
  
  One technician claimed he couldn’t get a camera down my drain and confidently told me I had broken pipes. He quoted $8,500 to jackhammer out my basement and replace the piping. I became suspicious and called another plumbing company for a second opinion. That technician easily ran a camera through the drain and confirmed there were no broken pipes, only minimal root intrusion. This tells me Roto-Rooter either lied or was grossly incompetent.
  
  They also falsely stated I was hard to reach and suggested I interfered with their work. This is simply not true. I was either working from home while they were onsite or received 20 minutes’ notice and showed up promptly. I never opened the basement door during their work — except once, when all their fans stopped running and I went to confirm.
  
  The insurance adjuster’s audit confirmed they overbilled, used improper service codes, and failed to justify the extended drying period. Equipment usage was capped at 5 days. I believe Roto-Rooter acted dishonestly and tried to inflate their charges through misrepresentation. I am requesting a billing adjustment and a formal explanation for the false claims about the camera work and my availability.

  Business Response

  Date: 07/16/2025

  I will address the two separate issues brought up by *** *****.

  We had to clean the roots from her sewer line through a pulled toilet.  The reason company #2 saw "minimal root intrusion" is because we had already cleaned them out with a drain cleaning machine on 5/28/25.  The roots entered her sewer line somewhere and caused her basement to flood.  A sewer line should never have roots in it.  They will regrow and this will likely happen again.  The sewer line has an issue that should be repaired.  To claim that the sewer line is fine is 100% incorrect, look at the pictures of the sewage inside the home.  That does not happen unless something is wrong.  The roots caused her basement to flood and cause significant damage to her home.  We could not get a camera through her line, likely due to the issue that caused the sewage claim.  Nobody was lied to, and we are definitely not incompetent.     

  *** ***** was originally quoted $6,000 to $11,000 for the removal of sewage and water, protection of unaffected areas to prevent cross contamination,  content manipulation, cleaning and disposal of contents, air movers, dehumidifiers, air scrubber, and applications of antimicrobial product.   She was never quoted 2-3 days of drying time, that would be impossible.  We were at the home throughout the drying process to take moisture measurements and we dry until it reached the standard level.  There was a spike in moisture on June 5th, extra equipment was added at that point and the numbers improved. The cause of the spike could be many things, including the drying chamber (basement) breached with open door or window, etc.  We are not in the home 24/7 so unsure what caused it.   The third party estimate referred to is incorrect and missing key elements in the drying/disinfection process that are considered the "standard of care" in a category 3 (sewage) project.  They also refer to a cap in drying days of 5 days with no justification for that.  We have drying logs that prove extended time was needed.   Incorrect xactimate codes were also used.  Missing any of those steps and codes would lead to an improperly cleaned and dried basement with an incorrect invoice.  On June 7th, it was determined that additional work/time was needed to dry the project, and this was explained to *** ***** and she signed a change of price and scope document which I have attached.  The extended drying period is 100% justified by the daily drying logs that are attached to the file.  Our scope of work, our process, and our final invoice are correct.  

  Customer Answer

  Date: 07/16/2025

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

  
  

  Roto-Rooter’s response is misleading, and in several areas, simply untrue.
  
  
  Camera Claim:
  They state they couldn’t get a camera through the line, “likely due to the issue that caused the sewage claim.” However, a second company easily ran a camera with no issues and found no broken pipes. Claiming “there must be something wrong” based only on the fact that sewage backed up — especially after clearing roots — is speculative and does not justify a false diagnosis or a quoted $8,500 excavation. If Roto-Rooter had already cleared the roots, they should have been able to get a camera through. That’s standard practice. The second plumber clearly demonstrated that the line was camera-accessible and functional.
  Drying Time / Quote / Scope Misrepresentation:
  I was verbally told by their field supervisor that the job would take approximately 2–3 days. That’s what influenced my decision to proceed. I was also never presented a $6,000–$11,000 range at the beginning — I was expecting closer to $6K based on initial discussion. The price escalation happened gradually and was not clearly communicated until later.
  False Claims About My Conduct:
  They implied that I may have opened a window or door, interfering with the drying. That is false. I never went into the basement while equipment was operating — except once, when I verified that all their fans had turned off unexpectedly. I was either working from home while they were onsite or promptly responded to 20-minute notice. I was always available and cooperative.
  Disputing the Audit is Baseless:
  The insurance auditor’s findings are from a licensed, neutral party. They capped equipment use at 5 days due to lack of justification. Roto-Rooter’s insistence that the audit was “missing key elements” does not excuse their excessive charges, improper codes (e.g., claiming “steam cleaning” where none occurred), or inability to explain moisture fluctuations. Their documentation did not support 14 days of drying and the auditor made that determination with reasoned justification.
  
  
  
  
  Bottom line: Roto-Rooter continues to misrepresent key facts, overbilled based on unsupported claims, and made false statements about my availability and the condition of my plumbing. Their $11,328 invoice for a relatively minor sewage cleanup — especially when broken pipe repairs were never needed — remains unjustified.
  
  

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

  Business Response

  Date: 07/21/2025

  Roto Rooters position has been explained.  It remains unchanged.   All documents pertaining to the response are attached and are clear and back up all we have stated 

  Customer Answer

  Date: 07/24/2025

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

  
  

  Roto-Rooter has not addressed the core issues of misrepresentation, overbilling, or deviation from industry-standard practices.
  
  This case involved a sewage backup affecting only about 95 sq ft of concrete flooring in my 792 sq ft basement. I have photographs and a witness confirming that the actual sewage exposure was minimal and did not reach several areas that Roto-Rooter treated as contaminated. Despite this, they expanded the scope of the job and billed me as if the entire basement had been flooded.
  

  
  Yes — I am saying that Roto-Rooter spread contamination to make the job appear larger than it was, ultimately to justify a higher bill.

  When the backup occurred, I took photos for my stepdad to review. I only photographed the south side of the basement — because that was the only area affected by sewage. The backup came from behind my washer, along the south wall. The other sides of the basement — including the north and west walls — had no sewage. Any water-damaged items in the middle of the basement were the result of a previous rainfall, not this event. In fact, the west wall had visible plant debris from a storm more than a week prior, which was clearly distinguishable.
  
  I was aware that they were discarding items during cleanup — but I assumed they were disposing of things that had already been ruined by the previous storm, not because of the sewage backup. In fact, I wanted those older damaged items removed. However, I now believe they used that opportunity to inflate the amount of affected contents and misrepresent what was sewage-damaged versus what wasn’t.
  
  Despite that, Roto-Rooter treated and billed as though the sewage had spread throughout the entire basement. Based on the condition of the basement before they arrived — and what I observed afterward — I believe they intentionally spread contaminated water or materials into unaffected areas to expand the scope of the job. Professionals should know the difference between fresh sewage exposure and prior water damage. Instead of cleaning appropriately, they made the situation appear worse to maximize equipment use, time on-site, and insurance charges.
  
  And because I did not enter the basement during their work (except once when their equipment had shut off), I was not aware of what they were doing in real time. I trusted them to act professionally — and that trust was taken advantage of. The mitigation report literally makes me sick thinking of how far they inflated my situation. 
  
  

  Roto-Rooter was hired solely for SEWAGE cleanup. There was no structural damage, no deep water intrusion, and no need for demolition or reconstruction. The space was limited, the material was concrete. 
  
  I made the mistake of trusting them — of assuming that licensed professionals would work honestly and ethically. I did not go into the basement during the cleanup, except once, when I noticed their drying equipment had shut off and went down to confirm. I believed they would do the job correctly. In hindsight, that trust allowed them to inflate the severity, extend the drying time to 14 days, and run up unnecessary charges.
  
  But honestly — women like me shouldn’t have to assume we’ll be scammed when hiring a professional service for an emergency in our own home. It should not require constant supervision or technical expertise to receive fair, honest service.
  
  The charges Roto-Rooter submitted far exceed industry standards:
  
  $800 for drain unclogging, when typical rates range from $150–$500 (***********, ****)

  
  Industry-standard sewage cleanup for concrete ranges from $7–$14 per sq ft — they billed over $11,000.

  
  Equipment was left for 14 days, far beyond the 3–5 day drying window recommended by ***** S500 guidelines for this environment.

  They billed for steam cleaning that was never performed and used inflated or improper service codes.
  
  They also falsely claimed my sewer line was damaged and quoted $8,500 for excavation — but a second plumber easily used a camera to inspect the line and confirmed no damage whatsoever.
  
  My insurance company’s audit later reduced the drying equipment charges to 5 days, flagged numerous billing inconsistencies, and identified unjustified line items. Roto-Rooter has refused to acknowledge any of this and has made no offer of resolution.
  
  Finally, with 791 complaints to the BBB in the past 3 years, it’s clear this is not an isolated incident — it’s a pattern. I have learned a lot about them since reaching out to the community and hearing many similar stories. 
  

  
  I can provide all documents but they will not upload. 

  Business Response

  Date: 07/25/2025

  Our position remains unchanged.  I am emailing the full file with photos to the BBB, it is too large to attached here due to the sheer volume of photo documentation.  

  Customer Answer

  Date: 07/28/2025

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

  
  

  Roto-Rooter’s latest response again fails to address the specific concerns I’ve raised.
  
  They state their “position remains unchanged,” yet they continue to avoid acknowledging or responding to the central issues of this dispute, including:
  
  
  The extremely limited area affected (approx. 95 sq ft of concrete flooring in a 792 sq ft basement — about 12% of the total space),
  
  The significant inflation of their bill beyond industry-standard pricing for sewage cleanup on concrete,
  
  Improper and exaggerated drying time (14 days when industry standards recommend 3–5 days),
  
  Use of inflated billing codes (e.g., charges for steam cleaning when none was performed),
  
  False justification for sewer line excavation, which a second licensed plumber confirmed was unnecessary,
  
  Factual misrepresentations in their previous BBB response, including untrue claims about my availability and basement involvement.
  
  Their claim that they are sending “a full file with photos” to the BBB does not resolve or excuse these issues. If anything, I would welcome a review of the photos, as they would visually confirm the limited scope of the damage and reinforce the concerns I have already documented with photos, witness statements, and the insurance company’s audit.
  
  At this point, it’s clear Roto-Rooter is not interested in engaging in a meaningful or transparent resolution process. I continue to stand by my complaint and the extensive evidence supporting it.
  
  Thank you for your continued attention to this matter.
  
  Regards,
  
  
  
  ******* *****
  
  

  Business Response

  Date: 07/31/2025

  The complete file is attached under "***** complete".  The loss is not contained to 12% of the basement, as evidenced in the photos.  The drying logs are available in that file as well, that support the drying time for the project.  The change order is attached in that file.  Our position has been explained numerous times and has not changed.  

  Customer Answer

  Date: 07/31/2025

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

  
  

  I have reviewed Roto-Rooter’s latest response and continue to dispute their claims.
  
  What they fail to mention:
  
  The affected space was in an unfinished basement, not a finished living area — yet they continue to bill as if it were a full restoration job.

  
  Their drying logs do not follow ***** standards, as confirmed by my insurance adjuster.

  
  They continue to claim the entire basement was impacted, ignoring photographic evidence and a witness confirming that only a small portion was affected.

  
  They fail to address that no building materials were removed, and many discarded items were already damaged from a previous rain — not sewage.
  Most importantly, they have refused to negotiate with my insurance, who has tried multiple times to engage with them.
  
  I’m tired of going back and forth. Everyone knows that $23,000 is an exorbitant amount for a minor sewage backup in an unfinished basement.
  
  My insurance reviewed everything and approved $11,800 — a generous and reasonable payout. 
  
  Roto-Rooter continues to ignore this and expects me to pay more than double, without providing adequate justification. I am not asking for anything unreasonable — only that they negotiate with my insurance in good faith.
  

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

  Customer Answer

  Date: 08/04/2025

  Attached is the insurance audit report, which outlines the drying time and charges that my adjuster deemed reasonable and industry-standard for the scope of work completed. Despite this, Roto-Rooter has refused to negotiate, continues to insist that their $23,000 invoice is justified, and has not reached any agreement with my insurance provider. While they are responding, they are not engaging in meaningful negotiation.
  
  Additionally, Roto-Rooter has now submitted a form with my signature, which they claim authorizes charges up to $25,000. I want to be absolutely clear: at no point was I shown a document that displayed a $25,000 charge, nor was I verbally told that the scope or pricing had changed from the original estimate. They never gave me a copy of this form. I signed routine forms under the impression that they confirmed technician visits, as I was told. I believed they were working in good faith within the estimate range we discussed. I would testify under oath that I never knowingly approved such an inflated charge.
  
  Due to the continued stress, refusal to compromise, and financial uncertainty this has caused, I have made the decision to retain legal counsel. I am now preparing to move forward with legal consultation.
  
  Thank you for continuing to monitor this case.
  

  Business Response

  Date: 08/07/2025

  As we have stated numerous times the "audit report" does not contain the ***** standard of care required steps for a sewage mitigation.  ** ***** claims Roto Rooter has refused to negotiate.  That is not a true statement.  The issue is ** ***** has instructed her adjuster to cease communication with us.  I spoke to the adjuster myself.  The adjuster has already made an offer significantly more than the "audit report", but said there is nothing else she can do until the claimant instructs them that they can resume communications.  ** ***** signed the change order a copy of which was provided in this extensive back and forth.  To claim otherwise is simply untrue.  The explanation for that change order was explained to her (additional equipment and dry time) and the need for that additional dry time is documented and signed daily by ** ***** during the daily moisture readings of the concrete and structural material in the basement.  There is also photos of the moisture meter readings during those visits that support the added dry time days.  We have provided contracts, dry logs, signatures, photo evidence, and statements that support our unchanged position with this matter.  We ask that this complaint be closed.  

  Customer Answer

  Date: 08/07/2025

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

  
  

  Roto-Rooter’s claim that I instructed my adjuster to cease communication is absolutely false. I have repeatedly encouraged my insurance to communicate and resolve this issue directly with Roto-Rooter. In fact, they have reached out multiple times with offers—and each time, Roto-Rooter denied the offers without providing a counteroffer or indication of flexibility.
  
  Regarding the change order they reference: I never saw any documentation with a $25,000 figure at the time of signing. I was never verbally informed of such an increase. I believed I was signing paperwork to confirm technician visits for equipment monitoring, not agreeing to a dramatically inflated scope. I never received a copy of this change order until much later, after my insurance began disputing the total.
  
  It is misleading for Roto-Rooter to say I was fully informed. The truth is:
  
  I was told the job would be covered by insurance and cost no more than my $1,500 deductible.
  I was not informed of any price increase.
  My insurance has actively attempted to negotiate.
  Roto-Rooter has maintained a take-it-or-leave-it approach with no meaningful dialogue.
  
  For reference: this was a minor sewage backup in an unfinished, concrete-only basement with no damaged structural wood. I fully stand by my statement that $23,000 is an exorbitant charge for the work performed.
  

  
  
  I have attached a screenshot from an email with my adjuster where I asked her to confirm that I have never requested that my insurance stop negotiations.

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

  Customer Answer

  Date: 08/11/2025

  On July 15, 2025, I was informed that my insurance company had offered $11,400 to Roto-Rooter for their mitigation work. Up to that point, there had been a long period of negotiations in which I was not involved, and this was the first time I had heard from either my insurance company or Roto-Rooter about a potential resolution.
  
  I had every intention of paying Roto-Rooter once an agreement was reached between them and my insurer. However, I later learned that Roto-Rooter had not engaged in any negotiation—only rejecting offers without discussion. At that point, I reached out to them directly in an attempt to move things forward.
  
  On August 5, 2025, my insurance company increased their offer to $15,000 in an effort to resolve the matter. Roto-Rooter refused again, without providing any meaningful counterproposal or documentation to justify their $23,000 bill.
  
  I have attached email screenshots from my adjuster, ******* *******, and from Roto-Rooter’s Jen W******* showing these communications.
  
  What I Consider Negotiation — and Why This Matters
  Negotiation is not simply sitting in a position of power and saying “no” without engaging in meaningful discussion. It involves open communication, review of facts, and a willingness to find a reasonable resolution.
  
  Threatening to place a lien on my home because of their own unwillingness to negotiate is both wrong and, in my view, a violation of the **** Consumer Sales Practices Act (CSPA), which prohibits deceptive and unfair practices in consumer transactions.
  
  I remain ready and willing to resolve this matter in good faith once Roto-Rooter participates in genuine negotiations with my insurance company.

  Thank you for your time. 

  
  

  Business Response

  Date: 08/12/2025

  As stated many times.  The insurance company will not discuss anything with us, because *** ***** has instructed them not to.  Until that changes, the lien will be filed on the home and we will begin the collection process.

  The easy remedy is for *** ***** to call her insurance adjuster and request they begin to try and reach a resolution.  

  Customer Answer

  Date: 08/13/2025

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

  
  

  Roto-Rooter’s statement that I told my insurance company to stop negotiating is false. At no point have I given such instruction. My insurance adjuster, ******* at ********* Insurance, can confirm this. I have always wanted negotiations to move forward so this matter could be resolved. The standstill from Roto-Rooter is the reason for the delay and lien threat. 
  
  Chronological Timeline of Events:
  •June 2024 – July 14, 2024
  Roto-Rooter and my insurance had an extended period of silence with no meaningful negotiation. I was not involved in any back-and-forth between them.
  
  •July 15, 2024
  My insurance issued me a payout of $11,400 because Roto-Rooter was not engaging in negotiation. This was the first time I had heard from either Roto-Rooter or my insurance in weeks.
  
  •August 5, 2024 (Tuesday)
  My insurance offered $15,000 to Roto-Rooter. They refused the offer without providing a counteroffer or engaging in any meaningful discussion. On the same day, I received a lien threat from Roto-Rooter. They sent this lien threat before their claim that I told my insurance not to negotiate. 
  
  •August 7, 2024 (Thursday)
  By complete coincidence, I was given the email address for the owner of this specific Roto-Rooter location. I contacted him directly because prior attempts with their staff had failed to produce any progress.
  
  •August 13, 2024 (Wednesday)
  For the first time, Roto-Rooter expressed a willingness to negotiate—over four weeks after my insurance’s first payout offer and only after I contacted the owner directly.
  
  Supporting Documentation
  I am attaching a screenshot from my insurance adjuster confirming that I never instructed them to stop negotiating. The lien—whether Roto-Rooter calls it a “threat” or not—is an intimidation tactic. Their refusal to engage until I contacted their owner directly, coupled with misrepresenting my actions, is concerning and may constitute a violation of the Consumer Sales Practices Act.
  
  Personal Impact
  The amount of time, energy, and stress I have spent fighting over this inflated bill has been exhausting. No consumer should have to go through months of stonewalling and threats simply to reach a fair resolution.
  
  My goal has always been to pay once a fair agreement is reached. I request that Roto-Rooter engage in genuine negotiations with my insurance instead of continuing to misstate my actions and delay resolution. 
  
  
  Current Status
  I am relieved that negotiations are finally happening as of August 13th and I am hopeful this matter will be resolved soon.
  Roto Rooter has moved to $21,000. The current negotiation from my insurance is $18,000 - that is $7,000 more than the audit report advised by ******. This is a generous offer. There has been no agreement as of 4:25pm on the 13th. 
  
  Consumer Advice
  Based on my experience, I would strongly advise any future customer of this company to protect themselves by:
  •Wearing a body camera during consultations and work
  •Taking photos of all documents before and after signing
  •Having a witness present for all conversations and agreements
  •Photographing the entire affected space before and after service
  
  These precautions may help others avoid the kind of dispute and stress I’ve endured.
  
  Regards,
  
  
  
  ******* *****
  
  

  Business Response

  Date: 08/21/2025

  We have not reached an agreement.  We tendered two offers, both have been rejected.  

  Customer Answer

  Date: 08/21/2025

  
  I am writing to provide an important update regarding my ongoing complaint against Roto-Rooter.
  
  Roto-Rooter initially attempted to place a lien on my home without engaging in any meaningful negotiation with me or my insurance company. It was only after I escalated my concerns and was provided with a higher-level email contact that negotiations finally began.
  
  Currently, the dispute has narrowed to just $1,000. My insurance company offered $19,000. Roto-Rooter countered, reducing their demand from $20,000 down to $19,000—but with a condition: that I must remove all of my social media posts, my reviews, my BBB complaint, and my Attorney General complaint, and agree not to post anything in the future.
  
  I find this condition deeply troubling, as it effectively attempts to buy my silence and restrict my right to free speech. These consumer protection channels—BBB, Attorney General complaints, and reviews—exist to hold businesses accountable. Conditioning a settlement on the removal of those protections feels retaliatory and coercive.
  
  I wanted to make sure your office was aware of this development, as I believe this practice is harmful not only to me, but also to other consumers in **** who may face similar treatment.
  
  Thank you for your continued support and advocacy. Please let me know if you require any additional documentation from me.
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 08/21/2025

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

  
  Negotiation Timeline – Most Recent Developments
  
  August 16th: My insurance adjuster formally offered $19,000 to Roto-Rooter in the interest of closing the claim. This was a compromise, as the true assessed value was $11,328.01.
  August 19th: Roto-Rooter responded that they would agree to $19,000 — but only if I:
  
  • Removed all social media posts and reviews,
  • Withdrew my BBB and Attorney General complaints, and
  • Agreed not to make any future posts about my experience.
  
  I rejected this condition, as it attempts to buy my silence and restrict my freedom of speech. These consumer protection systems are the only reason any progress was made. Without my complaints, reviews, and public voice, Roto-Rooter never would have moved forward with negotiations.

  
  My position now: I remain willing to resolve this matter at the $19,000 figure, which my insurance is already funding, but without speech restrictions. Once payment is made and I receive a paid-in-full receipt confirming closure, I will consider the matter resolved.
  
  Regards,
  
  
  
  ******* *****
  
  

  Business Response

  Date: 08/25/2025

  The true assessed value from the insurance company is $19,000. 

  We have made an offer to close this account at that value, in an effort to close this file.  We are still waiting on the response from ** *****.  

  Customer Answer

  Date: 08/25/2025

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

  
  

  I want to clarify the facts of this situation as clearly as possible.
  
  My insurance company has consistently stated that the true cost of this claim should be $11,328.01. They have already paid me that amount. In an effort to move this forward and be generous, they extended an offer of $19,000.00 to Roto-Rooter — which is well above what they believe the work was actually worth.
  
  On August 23, I received the following email from Alan S****** at Roto-Rooter (quoted word-for-word):
  
  “Roto-Rooter is willing to reduce your balance to $19,000 for the water restoration work. Roto-Rooter will agree to remove the conditions regarding your past and future comments, to the extent those are lawful. In exchange for Roto-Rooter releasing its claims to collect the remaining amounts owed, Roto-Rooter requires execution of a release agreement. Again, Roto-Rooter will not require confidentiality in this release and nothing in it will prevent you from making lawful statements about your experience. To be clear, though, Roto-Rooter monitors such statements and Roto-Rooter is not willing to allow untruthful or defamatory statements regarding its business practices. Please confirm these terms are acceptable and we will prepare the appropriate documents.”
  
  At this time, I am not comfortable signing anything with Roto-Rooter. They are aware that I am on vacation, and I have informed them I will be sending their proposal to a lawyer for review for my own protection.
  
  The other figure that has been discussed is $20,000. I am considering paying the additional $1,000 simply to avoid signing any agreement and to ensure I owe nothing further to Roto-Rooter.
  
  I want to be clear: I am not lying about my situation. My insurance company’s assessment and payments, plus Roto-Rooter’s own email, show the truth.
  
  Thank you for allowing me to document this accurately.
  
  Sincerely,
  ******* *****
  
  
  

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

  Business Response

  Date: 09/04/2025

  We accepted payment from *** *****: $18,500 plus her $1,500 deductible.   We consider this dispute resolved.  This requires no further communication.  

  Customer Answer

  Date: 09/08/2025

  
  Just wanted to let you know that this dispute is now over. I have paid them and I have a receipt for paid in full. I am unsure of whether Roto Rooter has responded, but I’ll be very happy when this is fully closed!
  
  Thanks,
  ******* *****
   

  Customer Answer

  Date: 09/08/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  I did have to pay an additional $1,000 out of my own pocket in order to avoid signing further documents with Roto-Rooter and to finally receive a paid-in-full reciept. The final out of pocket cost for me was $2,500. My insurance graciously paid $17,500 - even though they deemed the job worth $11,400 based on a third party audit.

  I wish this would have been a more pleasant experience. I appreciate the BBB's involvement in helping me push for a resolution and I hope my experience serves as a warning for other consumers in the future.

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

• Initial Complaint

  Date:07/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tuesday June 17th I met with Roto-Rooter technician Mike W******* at *** ********* ******* ******* **. I shared with him the video I have of the sewer line which my relative from General Sewer preformed for me. I told him that I was selling the property and needed to pass a Sewer Lateral Inspection. I specifically asked him if he could clear the line so that it would pass inspection, provide a video of the line, and complete the paperwork passing inspection. He inspected the footage, physically inspected the property, made a call, and came in and said yes, he can clear the line, complete the paperwork sho**** that it passed, provide video footage, and that it would cost $1,686. I was clear that I did not want to pay for the service and not have it pass inspection, he assured me that would not be the case.
  Mr. W******* said that he would have to come back the next day because his camera was not long enough and he needed another camera. He did not show up the next day as planned but did get there on Thursday June 19th performed the service, collected payment, and said that I would receive the video and approved certification the next day from the main office. Almost a week later, I received a Partial Certification.
  
  This is unacceptable on so many levels. I feel like I was misled by Roto-Rooter and taken advantage of, I certainly would not have spent $1,686 to clean a line that would have to be replaced.
  
  I spoke to the Manager Charles R*** and requested a refund which he refused.

  Business Response

  Date: 07/15/2025

  796 got a call to clear roots from the line and provide a camera inspection. This service was completed. Customer requested that our license holder watch the video and fill out a form. This service was also provided. This customer is not happy with the partial pass of the line. Roto Rooter can not pass a line just because the customer want the line to pass. (Fraud). This was explained to the customer multiple times.  Attached is the inspection form and Roto Rooter's signed invoice.

  Customer Answer

  Date: 07/15/2025

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

  
  

  
  

  I showed the Technician the video of the sewer line prior to any service being performed on the property. I informed the technician that I was selling the property and needed to Pass the Sewer Lateral Inspection Report and if he could not provide the assurance that it would pass, I would have to pass on using their service since I would need to have the sewer lateral replaced. He assured me that he could clear the drain and provide the Township with a passing Sewer Lateral Report. He also had to come back two days later to complete the cleaning since his camera was not long enough. The same technician returned two days later to complete the job. After he collected payment, he informed me that everything looked good, and the office will be completing the paperwork and emailing me the passing inspection report. Then the report came back to me with a partial pass which is insufficient to sell the property.

   

  I understand that the licensed plumber who was not onsite has to sign that the line is good was not comfortable providing a passing report. I was not made aware that the report would come from someone else days after the cleaning, I was told by the technician that I would pass the inspection. I just feel like I was taken advantage of by the company in a bait and switch scenario. I made it clear when I scheduled the call that I wanted the technician to view the video prior to committing to use their service to ensure I would receive a passing inspection. If there was any reason for the technician to believe that it would not pass, he should have said something prior to providing service, especially since he was not the one who makes the decision. I was never told that, I thought I was getting the report the same day. There was no reason for me to complete the cleanout if I had to replace the Sewer Lateral, it was a waste of money.

   

  Also, the Manager mentioned the "contract that I signed", the contract/receipt was not presented to me until after the work was completed and payment was received.

   

  Again, I believe that I was misled by the technician, by his assurances as well as his failure to provide me any paperwork, contract, written estimate, until the work was completed. That document clearly was supposed to be presented and signed prior to the completion of any work being performed.
  
  
  Regards,
  
  
  
  Mark E****
  
  

  Business Response

  Date: 07/21/2025

  796 got a call to clear roots from the line and provide a camera inspection. This service was completed. Customer requested that our license holder watch the video and fill out a form. This service was also provided. This customer is not happy with the partial pass of the line. Roto Rooter can not pass a line just because the customer want the line to pass. (Fraud).

  Customer Answer

  Date: 07/25/2025

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

  
  

  
  

  If you actually read my complaint, you would know that I was told by your technician that it would pass inspection prior to engaging your services, otherwise I would not have proceeded with the service. Then after service was completed and payment received, I received the partial pass days later. (fraud)

   

  Also, I was not provided a written estimate or contract prior to the service being performed. The Estimate/contract/receipt was only provided to me after the work was completed and payment received. (also fraud)

  You can't expect me to be bound by the terms in "a contract" unless it was given to me prior to the service being performed.

  Either your methods of doing business are purposely deceptive or there is a disconnect between the technicians in the field adhering to company policy. Particularly, not having the customer sign the estimate/contract prior to the work being performed.

  
  Regards,
  
  
  
  Mark E****
  
  

  Business Response

  Date: 07/25/2025

  796 got a call to clear roots from the line and provide a camera inspection. This service was completed. Customer requested that our license holder watch the video and fill out a form. This service was also provided. This customer is not happy with the partial pass of the line. Roto Rooter can not pass a line just because the customer want the line to pass. (Fraud). This was explained to the customer multiple times.