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

  12034 Exit 5 Pkwy Fishers, IN 46037

  
• 

  Roto Rooter

  220 Demeter St East Palo Alto, CA 94303

• 

  RR Plumbing Roto-Rooter

  280 Meredith Ave Staten Island, NY 10314

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:06/18/2025

  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.

  Good afternoon. I called Rooter Rooter because a contractor told me that my wall was moist (not wet) and I should look into it. Rooter Rooter came here and stated it was my stack pipe. They tore open my floors and demoed the wall for no reason. There was no leak. They, in turn, lied to my insurance company and claimed that a hard rain had caused a flood, which was a lie. They told me that my insurance would cover it. My insurance company looked into it and stated that the claim was fraudulent, based on the information on the paperwork. The numbers were out of whack, and they charged me as if a tsunami had hit my home. They hit me with a 15,000 dollar bill. I called in an inspector.
  The inspector stated my wall is moist due to my neighbor's roof, but in one spot. All the drying Rooter Rooter stated they had done was a lie; they did not dry anything, and the number on their machines proves it. To this day, the wall is the same, but no damage to anything else. I called about a moisture issue with my fence, and as a result, they tore through my house. Consequently, I had to have the original crown molding and woodwork redone. New floors and a new subfloor because they had to remove the old one. I am very saddened by this experience. Now they are threatening to put a lien on my home. My insurance company stated that they only completed $ 6,000 worth of work and amplified the service, and is willing to testify to that.

  Business Response

  Date: 06/19/2025

   Branch spoke to customer and explained the validity of the claim. Original diagnosis was that the stack was compromised until it was determined during work performed that the issue was the neighbor's roof. Customer at one point in communication with branch acknowledged the work to be done on the floor and said she would file suit with *********. ********* is short changing both the customer and Roto Rooter, and they have since issued payment for rebuild, which they would not do if the claim was fraudulent. Customer said she will see us in court and ended conversation..

  Customer Answer

  Date: 06/19/2025

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

  
  

  
  

  The woman just called me to tell me I basically signed the contract and i am wrong.  They are not going to say they lied to my insurance company, but i know they did.  There was not a heavy rain that caused a flood in my house like they told the insurance company.  They said they were investigating a stack pipe and tore up the carpets all through my house and ripped up my floors.  Then lied and said they were wet.  The woman is now trying to tell me that my floors were wet which is ridiculous because I life here, I would know.  It has been plenty of rain, the floors are not wet now.  They will not admit what they did because they will be in more trouble.  A resolution is not calling a victim and telling them its your fault and you mis understand.  
  
  
  
  
  Regards,
  
  
  
  *** ******
  
  

  Business Response

  Date: 07/12/2025

  To whom it may concern,

  Roto-Rooter did everything to comply with the guidelines of the IICRC. All the equipment used in the property dried it out properly, we know that because the moisture reading that we took before we removed the equipment. There was no insurance fraud, if there was the insurance company would not have paid out any money for the claim to the homeowner. Roto-Rooter cannot make the insurance company pay. We can only use the program ********* that they require Roto-Rooter to use then the insurance company decides what they will pay. This should have been a 100% covered loss. Now because the insurance company did not pay the amount, they should have Roto-Rooter is not getting paid for the work performed and getting accused of insurance fraud. This matter is now in collections, if the customer would like to make a settlement offer, we would be glad to review it.

   

  Thank you.

  Customer Answer

  Date: 08/06/2025

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

  
  

  I received a call from a gentleman stating that they were going to bring the price down.  No one called.  Also, I spoke with ***** ****, these people did not do what they stated on their invoice and fraudulently stated my house was flooded and it was not.  The wall was moist. The wall is still wet but no water on the floor.  I submitted my inspector report.  Also, the men took pictures of the turned-over wood and lied, saying it was wet.  This is stressing me out.  I can not believe they came into my house and did that to me.  The guy there said they had to find a leak, but they did not find anything.  Now they are lying to the insurance, and lying to me and trying to make me pay for something that did not happen.  The wall is still moist, which is allowing mold to grow now.  So all of that damage for nothing, THE PROBLEM IS STILL THERE! AND NO WATER ON THE FLOOR!

  
  Regards,
  
  
  
  *** ******
  
  

• Initial Complaint

  Date:06/16/2025

  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.

  * 04/28/2025
  * $24,000
  * Roto-Rooter committed to fixing a length of pipe running from my kitchen to my main sewer line, they also had to do extra work on other portions of the pipes.
  * Nature of the dispute: I was offered a loan through a bank through Roto-Rooter, I got approved for $24,000, the original quote was $7,200 dollars, halfway through the job I got a call while I was at work from my fiancé who had Brandon (the person in charge of overseeing the job/person who got me to sign up for the loan) with her and he wanted to ask if they could do the extra work on the other portions of our pipes for around $3000, I okayed over the phone for $3000 extra only, they had to come out to fix issues with the quality of their work on our basement floor as the did not even try to level the concrete, after some time passed I received my first statement from the bank and it said I owed the whole $24,000. I could not believe it so I called Roto-Rooter and they said that they had a signed paper that said I "okay" an additional almost $17,000. I told them I did not sign that nor did I okay the amount and they pretty much told me it didn't matter because they had a paper that said that I had signed ( which I did not sign because I wasn't even there in person to be able to sign as I was at work), I called Brandon to check with him because I know that I did not sign for that amount and he said that after he got off the phone with me he spoke to my fiancé (who is not on the loan) and said that she "okayed" the extra amount. I then spoke with her and she said that she did not okay that amount which I completely believe because she did not want to spend the amount we were already spending in the first place(the$7,000) and I had to convince her that we needed to. I have tried getting receipts or anything from Roto-Rooter but the Brandon guy will not respond,I don't know what to do, I find it convenient that they were able to get the price to the max amount of the loan.

  Business Response

  Date: 06/17/2025

  On 4/25/25 Roto Rooter was called to the ******* home for an issue with a kitchen sink drain.  Our technician ran the line, and was unable to completely open it due to the amount of "heavy scale, and possible breaks" he was feeling on his cable during the attempt to clean this line.  A camera inspection was performed on this line and it was determined that the line needed to be replaced for the reasons listed above.  The home was built in 1935 and the pipes had deteriorated beyond working conditions. Roto Rooter proposed replacing 30 feet of kitchen sink line with schedule 40pvc.  Concrete would be replaced to a rough condition (we are not masons, we are plumbers).  The customers were also made aware that once this repair was completed, and a full camera inspection of the sewer line could be completed, potential issues with the sewer main were possible, and more work may be needed at the location.  The scope of work, pricing, and disclosure of the potential main sewer issues can be seen on the attached document titled "EXCAVATION PROPOSAL".  The homeowners agreed to this proposal and scope, signed the contract and the work was performed and completed according to the details of the contract.

  On 4/28/25 when the inside excavation/replacement of the drain pipe was completed, a camera inspection of the main sewer line under the home and out into the street was performed.  It was determined that the remaining cast iron sewer main under the home was also deteriorated, and the clay pipe in the yard also had significant issues.  This is all stored in the cloud from the camera inspection if that video file is needed.  Roto Rooter proposed that the 4" cast iron under the rest of the home could be descaled using a picote machine from the existing open trench, and once completed the entire remaining line could be "relined" using CURED IN PLACE TRENCHLESS TECHNOLOGY that inverts a sleeve inside the cast iron and clay, cures it in place and essentially leaves them with a brand new sewer line.  That scope of work was proposed, and agreed to by the homeowners on 4/30/25.  The original price of the job was $7200.72, the change in price/scope for the additional work was $16,799.28.  This additional work and price was agreed to and signed on 4/28/25 and can be seen as attachment "EXCAVATION PROPOSAL CHANGE ORDER" that is with all documents pertaining to the job.  

  The CIP lining material cost alone exceeds $3,000.  We did not ever quote that as the price of the additional work.

  Our work was performed correctly, the scope of work fulfilled, and the customers have a fully functioning sewer system from the kitchen sink to the city main.  We performed the work for the quoted price.  We respectfully ask for the complaint to be closed for the above-mentioned reasons.  

  Customer Answer

  Date: 06/17/2025

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

  
  

  
  

  I am rejecting the response above because I did not approve the amount that they are claiming. I never signed for the change order. I was not even home when it was supposedly signed. I was only told over the phone that the work being done was going to be around $3000.00 dollars. They never sent anything for me to sign through email or anything. I don’t understand how they can have a “signed” change order when they never actually had me sign anything for the change order. Are they allowed to just make up whatever pricing they want and then “sign” the customers name as proof of approval.

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

  Customer Answer

  Date: 06/19/2025

  The only thing that I physically signed and approved was getting a loan through ********* and the original quote of 7200.00. When I was called about the change order I was not physically there to sign paper work and they only asked me to approve 3000.00 worth of work which i over the phone approved (i did not physically sign for a change order. But it looks like they jacked the price up to 17000.00 on the change order instead of 3000.00 without my knowledge. On top of this I still have yet to receive any receipt or contracts for anything and that is with me speaking with the job owner to try and get them and he will not respond to me.

  Business Response

  Date: 06/24/2025

  The breakdown and contracts were provided with our previous response.  They are attached, please open the PDF files for the contracts/scope of work/and change order.  Our position and response remains unchanged.  

  Customer Answer

  Date: 06/26/2025

  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 below.

  
  

  
  

  My reason for rejection is that I did not agree to the amount that they are saying they have a signed agreement for. They can not just make up fake signed agreements for amounts that I did not agree upon. I have spoken with a lawyer and he informed me that he has had a case  exactly like this one against Roto rooter and that this company has 2 class actions against them for the same issues. What they are doing here is breaking consumer protections laws to my understanding. They cannot just make up work and “signed” agreements without my knowledge and MY signed agreement. 
  
  
  
  
  Regards,
  
  
  
  ******* *******
  
  

• Initial Complaint

  Date:06/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a major plumbing problem where my main sewer line was backing up in my basement on 323/25. They charged $500 to come and attempt to snake out the line and determined on that the pipe in the yard was compromised and possibly broken. They marked the spot in the yard where the camera and the snake wasn't getting through. They charged $10,368 for the repair. This work took place on 3/24 & 3/25. They dug a huge hole in my front yard and cut out and replaced the pipe, and installed a clean out pipe. The line started backing up again on 3/26. They sent a jetter out to try and clear the line on 3/26, but the jetter wasn't able to get through either because the line wasn't fully clear. His advice was "just don't flush any toilet paper, put it in a trash can until they come out and further clear the line." This was a huge inconvenience as we couldn't fully use the facilities for 2 more days until Fri 3/28. They sent an excavation crew and the excavation manager and took a few hours but finally found the issue and removed it. The **** inspector approved the inspection before they did the backfill of the hole. They then haphazardly and VERY unevenly filled the hole. One side has a huge mound and the other side has holes where the dirt hasn't filled in and the clean out pipe is now exposed. I've been trying to contact them for more than 2 months and haven't gotten any response or answer as to when I will have this fixed, I never received the invoice, and they sent a collection notice for the 2nd half of payment on an invoice I never received. HORRIBLE customer service. No response, no call back, and no attempt to even discuss this with me.

  Business Response

  Date: 06/30/2025

  Good Morning,

  We have corrected the cleanout cap, height and fitment. We also corrected the backfill to a rough grade. This was completed on 6/27/25. All of the customers issues have been resolved. 

  Thanks

  Customer Answer

  Date: 07/17/2025

  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.

  
  

  
  

  (PLEASE TYPE YOUR REASONS HERE)

  I am still unsatisfied with Roto Rooter's response to this complaint.  A branch manager, R****** E****** did email me on 06/15 advising that she escalated the complaint to the excavation manager.  I responded that I did not wish to speak with "J***" who was the original excavation manager and gave her my schedule as far as what would be good times for him to call me.  The "new excavation manager, M***" left me a voicemail outside of those times.  I tried to return his call and was placed on hold and then got a female's voice mail.  I left a message with my availability and also sent R****** a follow up email giving her the best times for M*** to call me back.  He never called me back and when I tried contacting him on the last day before I returned to work (6/26), I was left on hold for 25 mins before finally hanging up.  The next day, Friday 6/27, I received a text from my next door neighbor that Roto Rooter was at my house unbeknownst to me.  I called the office, was transferred to a dispatcher, who transferred me to T*** (one of the crew members) who said "the crew just finished up and I'll send you the picture they sent me."  I received the picture and while the pipe is no longer exposed, the backfill job is still NOT complete OR acceptable.  I will attach the pictures that both T*** and my neighbor sent me, as well as other pics I have taken of my yard since then.  There is a huge mound of clay to the left side of the area and there are still holes along the perimeter of where the original hole was dug by them.  It looks like they added a small bag of top soil or something around the pipe but did absolutely nothing to try and make the yard look even the slightest bit "backfilled" or "almost level."  They also have not contacted me about any type of refund or even any agreement to reverse the 2nd half of the charges, I have still NOT received an invoice from them, and the only phone messages I have gotten are from their "collections dept" regarding the 2nd half of the balance - which per the original agreement was to be paid upon "completion."   I am becoming outraged at their lack of customer service and am very close to having my lawyer or the local news get involved.  This is despicable!  

   

  If you look at the pics I have attached, the one labeled "T*** PIC 1" is the picture the Roto Rooter tech sent me the day they came to my home and "fixed this."  It is very misleading, as it only shows that the pipe is no longer exposed and that some fresh or "new" dirt was added for some reason.  Why would they not use the mound of dirt that you can clearly see in the photo labeled "MOUND 1" and the photo labeled "UNFILLED HOLES 1?"  The UNFILLED HOLES photo, if you zoom in on it, you can see that this was done very haphazardly and it was not at all as it was explained to me that it should have been.  Also, as you can see from the MOUND 1 and UNFILLED HOLES photos, the "new" dirt they added has since washed away and did absolutely nothing to help the situation.  
  
  
  
  
  Regards,
  
  
  
  ******** ********
  
  

• Initial Complaint

  Date:06/12/2025

  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.

  Roto Rooter started out water mitigation on 4/24/25. They said they would deal directly with ********. Roto Rooter sent the first notice dated 5/22/25 stating we had an unpaid balance of 1,971.75. I contacted ***** **** from ******** to inquire about the unpaid balance. He said a validation report had been sent out via email to Cayce K******* on 5/8/25 from ***** ******* from ******** with specific items flagged. One was a test and lab analysis for 942.77. ******** requested the analysis and accompanying results. Cayce K******* never sent them over. On 5/22/25 I emailed Cayce to ask if she could please send the results to ********. She emailed back on 5/29/25 stating that she would send the results right over. On 6/2/25 I sent Cayce another email asking if she had provided ******** with the requested items. She wrote back explaining that the labs and test analysis could not be located and that this would be removed from our invoice. On 6/2/25 I called ***** **** from ******** asking about the remaining balance of $1,028.98. He said that Cayce K******* from Roto'Rooter should contact ***** ******* from ******** directly to explain the additional flagged items on the validation report to explain the charges. I sent Cayce an email on 6/2/25 asking her to contact ***** ******* about the additional items. No response. On 6/9/25 I reached out to her again asking if she had spoken with ***** ******* regarding the additional flagged items. No response. On 6/11/25 I received a second letter stating that we had 10 days to pay the full balance of 1,971.75. The balance had not been adjusted for the analysis that Cayce K******* said she would remove (942.77) nor did she ever reach out to ***** ******* from ******** regarding the additional flagged items . I will attach all email correspondence as well as the validation report done by ********. Roto'Rooter has failed to follow through with their due diligence regarding the balance of 1,971.75.

  Business Response

  Date: 06/19/2025

  Branch reached settlement with customer after ******** made adjustments and we deducted for testing. 

  Customer Answer

  Date: 06/19/2025

  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:06/11/2025

  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 Sunday April 20th, I hired Roto-Rooter to diagnose and mitigate a water damage in my basement. The salesperson came to my house and drew a contract before any diagnosis was made. He said all expenses will be covered by my home insurance "*********" and that he will deal with the insurance and that they will send technicians to my house to perform a search and discovery to identify the source of water damage and go from there regarding mitigation. The technicians identified the problem to be a regular water supply damage which is category 1 water damage. they mitigated and left within 1 hour. The insurance adjuster came on Monday the 21st and gave their estimate. I later receive a bill from Roto Rooter for a total amount of $7,815.68 claiming they treated my basement in accordance with a Category 2 and 3 water damage.
  Not only they did not perform the tasks they claim to be charging for, but this level of mitigation was also not warranted based on the type of water damage. They also falsified the timelines and duration of when their techs were at my house.
  The insurance company paid $2,855.71 which I transferred to Roto-Rooter. Sonia P******* from RR has been harassing me and threatening me with collections and a lien on my home since April 28th as we were disputing the line items on the bill. RR later reduced the bill to $4,598.35 this is still too high and incorrect.
  It is worth mentioning, the sales person Steven R******** who told me all expenses are covered by insurance, and claimed "they have to cover what we bill, nothing out of pocket from you". Before he left he said " DO NOT sell our fans on ****, ok?" I was very confused about this comment and I asked, why he is saying that? he said "let's say there has been some billing issues".
  this tells me I am not the first person to fall victim to this business, to the point that other customers took drastic measures and sold their equipment to cover the bill.

  Business Response

  Date: 06/12/2025

  We are not seeking any further collection efforts from this customer. 

  Customer Answer

  Date: 06/12/2025

  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:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January 2025, I put my home up for sale. A sewer backup caused $12,000 in damages (covered by insurance). Roto-Rooter inspected the line and diagnosed a back-pitched pipe with bellies, cracked joints, and corrosion. We signed a contract (attached) for a full line replacement using the open trench method. The contract total was $15,800, with an added clause stating that if asphalt removal was required due to a larger excavation site, a $3,000 charge would be added. This clause is clearly listed under the “Excavation Proposal” section.
  
  I paid Roto-Rooter $15,800. Instead of following the agreed open trench method, they performed a pipe burst and said the job was complete. I paid a landscaper $750 to restore the disturbed yard. My house went under contract, but the buyer’s inspection revealed standing water and the same back-pitched issue. I contacted Roto-Rooter, and they admitted the incorrect method was used. They returned to re-dig the yard.
  
  After this, Roto-Rooter stated they now needed to perform a street cut to complete the repair, and demanded $25,000. This directly contradicts the original contract, which states asphalt work—if necessary—would cost $3,000. I provided the signed document showing this. Roto-Rooter responded claiming they could not find any mention of the asphalt clause, despite it being plainly stated in the agreement both parties signed.
  
  They have communicated, but have not resolved the issue. Their refusal to honor the original agreement and their failure to follow proper repair procedures have delayed the sale of my home and caused significant financial strain. I am requesting that they honor the signed contract and complete the asphalt-related work under the agreed $3,000 contingency, not the revised $25,000 figure.

  Business Response

  Date: 06/12/2025

  We are currently communicating with the customer on how to address his issue.

• Initial Complaint

  Date:06/07/2025

  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.

  first ontacted on labor day 5/56/25, the tech came and ran a snake, and listed on invoice mark/camera and 30ft snake. But on provided a snake . He said that the camera would be in a few days,yet my line continued to back up for 2 week before any came. I spoke to their company reps,and dispatch and was told that the marking,camera and cleanout was included in the 499.00. After the first visit they are sending a person to mark it today 6/07/25,and they are telling me that I need to pay a nother 650.00. This is a scam,because none would pay 499.00 just for a snake run,and a camera onlky. How owould they tell the customer the problem without th camera,and help the customer resolve it. So it biols dow to them charging me 1149.00. But the city will return the 650,but the 499.00 was a misleading charge. companies open drain and look with camers on a average cot of 80-150 dolls. I was mis lead with the charges

  Business Response

  Date: 06/17/2025

  I spoke with customer concerning charges and proper procedure when a camera Field Supervisor is called to inspect and locate source of blockage. Camera locator discovered that the source causing the blockage was on the city side of the main sewer line. Customer agreed to both charges and is in discussion with *** ******* **** ****** *******s (***) for reimbursement due issue of concern being the responsibility of the city for repair.

  Regards,

  D**** B****

  Excavation Manager

  Roto- Rooter *** ******* (062)

• Initial Complaint

  Date:06/07/2025

  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 03/11/2025 we had a job done that consisted in "Ran picote and brush coating system from existing cleanout to perform descaling and brush coat in small s3cti9n of cast iron going towards city." The price was $5000 invoice # 24356912. The job was done by Raheem S***** employee # ****. This job has a 5 year warranty as stated in the invoice. On 05/30/2025 the pipes started backing up again so we called the 1800 number to request the warranty services. Over the phone we explained the issue and the representative agreed that we were still under warranty and that someone would come take a look at the pipes. On 06/02/2025 a worker named Thomas came to the property and after running a camera down the pipes agreed that the previously done job needed repairs. He said he would come back to fix the issue. After calling him to set a date, he asked for $7500 to do the repairs and after we reminded him about the warranty he stopped answering our calls. We are requesting the company to honor the warranty and repair the poorly done job.

  Business Response

  Date: 06/10/2025

  Roto-Rooter has been in contact with property management, ****** regarding the concerns with previous work done. We have come to an agreement and solution to the plumbing issues.

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 24, 2025, we contacted roto rooter due to our sump pump backing up into our basement. We have insurance of up to $5,000. Therefore, we signed a contract with a Roto rooter field supervisor for an estimate of $3,000 NTE $5,000 for 7 days of service (5/24 to 5/31) which the supervisor said he would monitor the status of the services daily. The services were complete on 5/27–in 3 days (half the contracted time). Roto rooter still charged us the full $5,000 and they charged for 4 days of service when everything was dry on 5/27 (in 3 days). 5/25 no one comes out to check the status of our service and my calls and texts go unanswered even though the technicians stated the supervisor would come to the property between 1200 and 1700. 5/26 a different manger comes out and says everything looks good. 5/27 we again are left trying to get ahold of someone because our basement is completely dry. We attempted to contact Roto rooter several times on 5/27 to inform them our basement was dry and they could come pick up the equipment. No one returned our calls or text messages. On the morning of 5/28 I called the corporate line and they put a note out to the local office. After that call, the technicians picked up the equipment within 4 hours. The technicians stated that on 5/27 they had a miscommunication which resulted in no one checking the status of our property and that is why they did not pick up the equipment until 5/28. As such, I don’t understand why we are being charged for 4 days due to their error. Also I don’t understand how the final invoice could possibly total $5,000 when it was completed within 3 days instead of the max of 7 days they estimated.

  Business Response

  Date: 06/04/2025

  Spoke with ******** and answered all questions she had and apologized for the miscommunication with the returning of equipment. This job was capped at 5K, and came in at $6647.88. The 7 days mentioned was a range of a starting and finishing point of the job and not what the customer was actually charged for. The customer was sent the full mitigation file for reference as well. Customer was given my cell number if she had any further questions after speaking with her insurance company. No refund is warranted.

  Customer Answer

  Date: 06/05/2025

  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.

  
  

  
  

  Roto rooter stated that, “the 7 days mentioned was a range of a starting and finishing point of the job and not what the customer was actually charged for.”  This single statement sums up my complaint.  Roto rooter estimated that at maximum the service would cost $5k over a seven day period.  This comes out to around $714 per day ($5k / 7).  Let’s round that to an even $1k per day times 3 days of service and we are looking at $3k.  Roto rooter still has not explained how the services they completed exceeded that amount.  And, it begs the question of why they would underestimate the dollar amount of service needed if in fact their statement is true.  I have requested that my insurance company complete a fraud investigation which they estimate will take two weeks.  Once I have the results of my insurance company’s investigation I will determine how to proceed.
  
  
  Regards,
  
  
  
  ******** *********
  
  

  Business Response

  Date: 06/11/2025

  Spoke with ******** and answered all questions she had and apologized for the miscommunication with the returning of equipment. This job was capped at 5K, and came in at $6647.88. The 7 days mentioned was a range of a starting and finishing point of the job and not what the customer was actually charged for. The customer was sent the full mitigation file for reference as well. Customer was given my cell number if she had any further questions after speaking with her insurance company. No refund is warranted. I asked ******** to give me a call if she had any further questions after speaking with her insurance company and have not received any calls. I can be reached at ###-###-####, and would be happy to answer any further questions. 

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/30/25, I had an estimated appointment. The service tech was Mang. My quote was for my drain pipe on the side of the house severely drip cold water and cause the yard to be soggy. First, let me say I always get at least 2 quotes and Roto was my 2nd. I showed Mang the drain pipe and then we came into the garage where the water heater is. He looked and then stated that the valve was bad and that he could cut and cap off both ends. He stated that I didn't need the cold valve anymore. So I then asked about the pressure knob/valve being replaced because I'd already gotten a quote. He said no it doesn't need to be replaced just the valve and it would be $350 and it would only take an hour. I asked again about both parts and he was animate that it was only the valve. He cut off the water and had me turn on all sink/shower faucets in my home. He removed the valve and capped off the ends in 15 min. I then saw him go to the opposite side of my home and come back to the garage to tell me that my water hose faucets were leaking and he couldn't check my water pressure. I removed the hose and turned the knob a little harder to shut off. I then took him to the side of the house where the drain pipe was and told him to try this faucet. When he attached the gadget he said “Oh you're going to need to replace that pressure valve”. I was livid because I asked you over and over about it and now you saying it would be $1000 but you'll do it for $600. Now I'm really upset because I feel like I've been bamboozled. His initial assessment was a failure. I would have never gotten the $350 service done with another $600 for the other part. My first quote was a way better price. So I asked him, why didn't check the water pressure beforehand and he stated he had forgotten. This is unacceptable. I immediately called roto customer service and the field supervisor was supposed to call me back in approx 2 hr. it's now 5/31 at 11:42a. I need Refund or other part replaced.

  Business Response

  Date: 06/03/2025

  We had one of our technicians go out to **** ********* home
  to look at a plumbing issue the customer was having. Our technician explained what
  he could do to fix the problem and what the price was. **** ********* agreed,
  and the work was completed. After the initial work was completed, our technician
  then went to check the water pressure to the home and found that it was higher than
  what the ******* Plumbing Code deems acceptable and safe. Our technician then
  explained his finding to **** ******** and gave her a discounted price to have
  her PRV replaced to bring her water pressure to what the ******* Plumbing Code
  says is acceptable. **** ******** at that moment felt like she was tricked and
  being taken advantage of. Checking the home’s water pressure is something that
  Roto-Rooter does at every home we go to. The PRV repair was refused and **** ******** wanted to talk with a manager about her experience with our technician.
  We have tried multiple times to call **** ******** with no answer or return
  call. 

  Customer Answer

  Date: 06/04/2025

  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.

   

  Yes, I did accept the service that Mang provided and that was after he assured that I did not need the Prv.  I have a witness who was in the garage that can test that I asked several questions about both parts before agreeing to just the valve being replaced.  Again, as him being the expert tech and I'm telling you that you're my second quote to come to my home and ill tell you that the company said I need both parts replaced and you're telling me I don't.  The tech did not do his assessment correctly and trying to cover himself by saying I agreed to service.  Again, like I said I would have NEVER signed or used Roto service if he had checked prv pressure before service especially when I kept asking him questions about it.  You would think as the expert tech that he would have checked before to make sure and not after.  Then tried to charge me $1000 but he will do it for $600.  What kind of stuff is that??  And no one has called me and if y'all have y'all have not left a voicemail message.  Bad business and horrible tech.  

  
  

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

  Business Response

  Date: 06/09/2025

  Unfortunately, confirming that the PRV had to be replaced could
  not be accessed until all water leaks were fixed. The technician checked the
  water pressure after the repairs were completed, and the customer was advised
  that they needed a new PRV and offered a discounted rate to complete the work. 

  Customer Answer

  Date: 06/12/2025

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

  
  

  
  

  I'm curious how the other company knew it had to be replaced before any leaks were fixed but Roto Mang did not.  Oh, I know why because Mang did not do his job correctly.  Again, as a customer, I'm asking a lot of questions about parts and I called Roto out for an estimate, you would think as the so-called professional that you would assess my concerns and quote me beforehand.  Not tell me no it does not need to be replaced but then turn around at the end of work and say “Oh you need it replaced”.  Bad bad business and I WILL NEVER USE OR RECOMMEND ROTO ROOTER TO ANYONE.  Your employee Mang's grade is an F- as well as Roto's.  Oh and yes I'm getting another company to come to look at your work to make sure it's right because he did not replace the cold water valve, he removed it all altogether. So I hope he did it right because if not Roto will hear/see me again.    
  

   

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