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

  5115 7th Ave Kenosha, WI 53140

• 

  Roto-Rooter Plumbing & Water Cleanup

  1750 S Finley Rd Lombard, IL 60148

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:04/20/2023

  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 water coming up through the drain downstairs in the basement in the laundry area. We thought it was the sewage division problem, they came out and they did some test and stated that it is not because of the sewage. We called the business they came out, they came into the basement saw the water, went out side, came back into the basement area, returned back outside. We were advised to run our laundry to see if the water would come back up, it didn't so the guy stated that he would have a guy with a camera come and go through the pipes with the camera. Everything checked out and the camera guy said everything was good. The Rotor Rooter tech and the camera stated that we have a six month warranty. The paper work states that I have a six month warranty. Last Thursday 02/02/2023 the water started coming up through the drain again, I called the business and they sent someone out. The gentleman was outside and I asked him did he want me to start the washer and he stated "OK" my husband informed me that if the gentleman comes into the house they would charge us $200.00. The tech did not give us paperwork that he was in our yard and that he snaked the drain. So, they sent someone else the day out and the guy just came to see what was going on. He stated that it would be better for us to talk with a supervisor and he would be in the office until Monday. So, we finally spoke with the supervisor and we informed her that we were given a 6month warranty, and she would not confirm why sent someone to check the pipes to make sure the pipes were ok to validate the warranty. We do not understand why two people would be sent out the tech and the camera man if there was not a warranty in place. I would like a refund of my money since the problem is still there in the amount of $200.00.

  Business Response

  Date: 04/21/2023

  We are mailing the $200.00 dollar refund to *** ******* on 4/21/23. 

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 14 2023, I had a sump pump failure and my basement flooded. I contacted Roto Rooter for basement flood water removal and cleanup. The initial cost assessment guy took advantage of my anxiety and fear of excess damage and first asked if i had insurance which i said yes. Then he asked how much and i said up to 10,000. I was then charged exactly that amount.. the flooding wasnt that severe and didnt even cover the entire basement. I was told my furniture would be put on blocks to prevent damage, this wasnt done and wet items were thrown on top of them and both couches are ruined. The broke my pool table and a brand new tv stand. They tore apart my projector screen and wadded it up for absolutely no reason it could have just been moved. I had to removed a 20ft section of padding 3 days sladter the flood because it took that long for them to even let me know i needed to remove it myself even tho it was a part of the contract for them to remove due to pool table in the way, i was home during the entire water removal processand could have moved the table amd prevented the nasty mildew smell now in my carpet. Nothing was rotated during follow up visits like it was supposed to be to dry out so multiple items wete ruined. The "emergency" removal took 2 days even though thier website states it needs done "immediately" to prevent extra damge. I had issues with insurance company and let roto rooter know that they sent check twice to wrong address and kept in touch with them to prove they were going to be paid even after failing to abide by contact terms and sent forwarded emails from my insurance saying money is coming. I just received a mechanics lien from roto rooter on my home with 5 kids out of nowhere when i just directly showed them i had a direct deposit issued 3 days ago that hasnt went through yet...this company is a huge scam. Can provide pictures and proof of everything stated.

  Business Response

  Date: 04/19/2023

  Working with customer on releasing payment to have lien removed. Damages are being investigated to reach a resolution. 

  Customer Answer

  Date: 04/19/2023

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

• Initial Complaint

  Date:04/13/2023

  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 to repair a leak under my kitchen sink & bring drying equipment to dry baseboards. Leak happened on Sunday & even though I was quoted $600+ for the repairs, they charged me $1000, $205 of it was for parts that cost less than $50. In spite of my reservations to hire them for drying, Adrian A****, ###-###-####, *********************,& his manager Marcus B******–###-###-####, ***********************, assured me charges will be between $500-1500, & they use the Xactimate estimator used by insurance companies & said my insurance company will pay for it. Monday, they brought 2 Dehumidifiers & 8 Air Dryers, before installing I asked them to call office and ask for the cost. I was told $91/dehumidifier, $33/air dryers, I asked if any other charges and they said no. The bill I received is for $3154.00.
  
  I'm disputing the following. Leak classification is Category 1 not 2.
  Emergency Service call – During business hours $197.l71, emergency was on Sunday & I paid a hefty bill for it.
  Equipment setup-take down-monitoring, 12 hrs, $68.93/hr total $827.16. They spent roughly an hour in my house on Monday to setup & roughly half an hour on each consecutive day, Tue, Wed, & finally Thurs when they remove the equipment.
  Equipment Decontamination - $398.18. This charge like many was never disclosed.
  Charging for masks-gloves $15.39, they never used them.
  Water extraction for two days - $183.68 –They never extracted any water from my house.
  Apply anti-microbial for two days - $195.38 – I declined this service & they never applied it.
  Need to reduce bill by $65.50 since one of the Air Dryers was removed on 2nd day.
  
  This company uses predatory practices, price gouging, taking advantage of people especially elderly, when they are in stress or in an emergency. I have also notified my insurance company about these discrepancies. They have lied to me 3 times over the phone, all communications must be in writing. Attached documents has more details.

  Business Response

  Date: 04/13/2023

  The billing concerns have been addressed with customer. 

  Thank you,

  Mike 

  Customer Answer

  Date: 04/13/2023

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

  No one from the company has discussed anything with me.  As requested before, I'm asking all of their communications to be done in writing, they can email me at ********************** and respond to the 3 emails I have sent to Marcus and Karan regarding the over charges on my bill.  
  
  
  Regards,
  
  
  
  **** ******
  
  

  Business Response

  Date: 04/17/2023

  The water mitigation manager Marcus e-mailed customer on 4/13 and agreed to reduce the bill, on 4/14 **** ****** responded. On 4/14 Marcus agreed to additional reductions. This has been addressed and all reductions have been submitted and bill was reduced from original amount. 

   

  Good morning,
  
  **** ****** thanks for
  your response this morning. I would like to respond to the individual parts of
  your email if you would allow me to.
  
  Set-Up/
  Take Down / Load- we are allowed to charge for the techs driving time to
  the home plus 1 hr. allowing them the opportunity to complete the
  task at hand once arrived at the property.
  I can
  agree to remove $65.50 additional from the bill.
  Category
  of water is determined by the lead tech. The ***** teaches us that once
  water leaves the sanitary supply line in comes in contact with a surface
  the Category of the water loss Changes to a CAT 2.  I have provided
  information on how water classification is a made. You have pets ****
  ****** as soon as the water hit the floor that changes the CAT code.
  
  To comment on are daily
  practices. **** ****** we see 100 mitigations plus every year, and I can
  assure you that until you start servicing the property you never
  truly know how far the water damage extends, or exactly what services are
  needed at the time. I do apologize that the process wasn't clear in the
  beginning of the course, and we also apologize again for the inconvenience
  and for not following up with you for any question, concerns or comments.
  
  If there is any
  additional information need from me, please feel to reach out and let me
  know please.
  
  
  Note: 
  
  Category 2 Water- Category 2 water contains significant
  contamination and has the potential to cause discomfort or sickness if
  contacted ( I.E Touch or Feel ) or consumed by humans. ( I.E Drinking Water ).
  Category 2 water can contain potentially unsafe levels of microorganisms or
  nutrients for microorganisms, as well as other organic or inorganic matter
  (chemical or biological)
  
  
  
  Thanks,
  
  Marcus
  B****** Sr. | Mitigation Manager
  ***** ************** *********** **** ****
  Roto-Rooter Services Company
  **** ******** ******* ***** *****
  O: ###-###-#### C: ###-###-#### F: ###-###-####
  E: ***********************
  
  
  
  From: **** ****** <**********************>
  Sent: Friday, April 14, 2023 9:24 AM
  To: Marcus B****** <***********************>
  Cc: ***** ****** ************************ ******* ** ******* *************************** ***** ****** ***********************
  Subject: Re: ************ Billing Updates
  
  CAUTION: This email originated from outside the organization. Do not
  click links or open attachments unless you recognize the sender and know the
  content is safe.
  Good
  Morning Marcus,
  
  I
  appreciate your response.
  
  On
  number 1, I did not want to hire your company to do the work, after being
  overcharged for the plumbing work that was done on Sunday. 
   Adrian came back to my house twice to get this contract and get hired for
  this job.  I was never informed that anyone had to change
  their schedule and I never asked anyone to go out of their way to do
  this.  Companies don't charge the consumer because they have to
  change their schedule, that is the company's choice if they
  want the job.
  
  One
  item that was in my letter to BBB and you did not address is the number of
  hours spent at my house. 
  Your
  technician did not spend 12 hours (installing, monitoring, removing)
  equipment.  The most time he spent in my house doing all of that was 3-4
  hrs max.  I have photos of the logs, and I'm sure you can also review
  your logs.  I would like the hours-charges to be adjusted
  accordingly.   This is item #2 on your bill for $827.16
  
  The bill should also be reduced by $65.50 since one
  of the Air Dryers was removed and I had 7 Air Dryers in the last 2 days. 
  You should also be able to verify that in your log.  
  
  Lastly,
  the bill should be updated to note that this was a Category 1 and
  not 2.  
  
  As a
  side note, I had asked three times speaking to Adrian, yourself, and the
  individual that was put on speaker before the equipment was installed, what the
  charges would be approximately, and no one ever mentioned any of these extra
  charges.  As a company that does this on a daily basis, you should know
  and disclose upfront what the typical charges are, and outline them in
  your documents.  Review your bills more carefully before sending them out,
  especially if you care about your customers and are trying to be ethical and
  not deceitful.  
  
  I
  look forward to getting the above items taken care of and the final bill sent
  to me.
  
  Regards,
  ****  
  
  On
  Thu, Apr 13, 2023 at 11:03?PM Marcus B****** <***********************>
  wrote:
  Good evening, 
  
  **** ****** I would like to answer each one of your concerns in
  number form: 
  
  Service Call- **** ******* a service call was placed on you
  bill form the Mitigation Department because we had to change our Daily
  schedule to place a team at your home. That charge is separate from the
  plumbing department.  
  Eq Monitoring- In the stabilization **** ****** the equipment
  is monitored delay because that is the requirement of the ***** who sets
  the standards for the services we provide. Per the Dying Log you signed
  each day the technician came and monitored your property. 
  Eq
  Decon- After any piece of equipment is placed in a home the equipment must
  be decontaminated before we are allowed to place it in anyone else’s
  home.  Another Standard of the ***** that we are required to
  follow.  
  PPE
  (Personal Protective Equipment)- Tech's are required to wear PPE when
  entering a customer's home to perform any services. After reviewing the
  photos taken of your home, I Do Agree that you should not be charge for
  use of PPE. Please accept my apologies for the inconvenience of this item
  placed on your bill.  This item has been removed. 
   Water
  Extraction- After reviewing the photos taken of the work begin completed.
  I do not see any water extraction taking place and I have removed that
  charge from the bill as well. 
  Anti-Microbial-
  I reviewed your initial contract and saw that there was no anti-microbial
  used and that charge was removed from your billing. 
  Drying
  Equipment Monitoring / Non-Monitoring- the equipment line item used is a
  non -monitoring equipment item because we charge for monitoring by the
  dry-log. The Dry-Log allows us to charge accurately based on your
  signature each day its signed and monitoring charges are added by the day.
  You were not charged twice. There are occasions where we charge for the
  non-monitoring for the equipment due to the fact, that we cannot make
  entry into a property because of various reason. This why you see it
  itemized differently on your Xactimate.  
  
  **** ******, I assure
  you no one in the Roto-Rooter Mitigation Department would never do anything
  unethical or deceitful to any of our customer. We pride ourselves in having
  excellent customer service for all our customers. We truly appreciate you and
  customers like yourself, that has allowed us the opportunity to service their
  home. I do apologize for the misunderstanding, and I have updated your billing
  and attached it to this email. I hope I have cleared up any concerns for
  you. If there's anything else I can do, or our team please make us aware. I
  have reduced your bill to $2,621.69, and I have submitted it to our AR
  Department for correction in the system. Once again please accept our Apologies
  for the billing. 
  
  
  Thanks,
  
  Marcus B****** Sr. | Mitigation Manager
  ***** ************** *********** **** ****
  Roto-Rooter Services Company
  **** ******** ******* ***** *****
  O: ###-###-#### C: ###-###-#### F: ###-###-####
  E: ***********************
  
  
  
  
  NOTICE: This e-mail message, together with any attachments, contains
  information of ****** Corporation and its subsidiaries that may be
  confidential, proprietary, copyrighted and/or legally privileged, and is
  intended solely for the use of the individual or entity named on this message.
  If you are not the intended recipient, and have received this message in error,
  please immediately return this by e-mail and then delete it.
  

  Customer Answer

  Date: 04/23/2023

  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 number of hours charged
  to (setup, takedown and monitor) are not accurate, your company did not spend
  10 hours at my house doing these tasks, the charge specifically says (Setup,
  Takedown, and Monitor), and consumers should not be responsible for your drive time. 
  I and my family were here every day your technician came and the maximum hours
  spend doing these tasks were 3 hours, or max 3 1/2 hours being generous.  I appreciate that you removed some of the erroneous
  charges, and am requesting that you also correct the number of hours. 

  
  And I do not agree with your assessment of the Category. 
  Both your plumber and your technician told us that the leak was a category
  1.  Your assessment contradicts your own technicians. 
  I'm pasting ***** info below.  My house
  is very clean, and our kitchen is a cat free zone.  All water was cleaned on Sunday before your technician
  arrived on Monday, and everything else was dried out within 48 hours.  All your company did was to bring in
  machines, plug them in, monitor, and remove. 
    
  Please update the category,
  along with the hours and provide the updated invoice.
  

  ***** Info on Below:

  
  Water Damage Restoration Categories
  Category
  1. "Clean Water" is from a source that poses no
  substantial harm to people. Water
  that overflowed while running your bath water, leaking from a supply line for
  an ice maker, dishwasher or clothes washer are good examples. This assumes that
  the surfaces being flooded are reasonably clean. Flooding from clean water is usually
  treated by extracting standing water. Air movers are set up to create
  evaporation and dehumidifier's to remove the moisture from the air.  After 48 hours, a Category 1 can
  become a Category 2.
  
  Category
  2. "Grey Water" poses
  health risks due to significant levels of contamination of bacteria, mold
  and/or chemicals. This includes dirty water from washing
  machines, dishwashers, as well as leaks from water beds, broken aquariums and
  urine. The water restoration technician should wear some personal protection
  equipment (PPE). The carpet padding is usually removed and replaced because its
  sponge-like structure offers the perfect environment for bacterial and mold
  growth. Due
  to rampant bacterial breeding and mold growth, Category 2 becomes a Category 3
  situation if left untreated for 2 days or more.
  
  Category 1 Water – Sanitary (“Clean Water”)
  The ***** ****
  defines Category 1 water damage as water that “originates from a sanitary water
  source and does not pose a substantial risk from dermal, ingestion, or inhalation
  exposure.” Examples can include:
  Water supply lines
  Melting ice/snow
  Rainwater
  Toilet tanks
  Toilet bowls without contaminants
  Category 2 Water – Significantly
  Contaminated (“Grey Water”)
  The ***** ****
  defines Category 2 water damage incidents as water that “contains significant
  contamination and has the potential to cause discomfort or sickness if
  contacted or consumed by humans.” Examples can include:

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

  Business Response

  Date: 04/25/2023

  We do not agree with customers interpretation of ***** standards; however, we only wish to resolve customers dispute and bring closure to this complaint. With that I agreed to all discounts. 

  Thank you,

  Mike 

  Customer Answer

  Date: 05/02/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I also respectfully disagree with the business's interpretation of the ***** standards, at this point we can agree to disagree.

  In regards, to corrections to the charges, we have agreed on a refund amount.  Mike, has instructed their office to issue a refund, and indicated it might take up to two weeks.  At this point, I'm waiting for the refund.  
  
  
  
  Regards,
  
  
  
  **** ******
  
  

• Initial Complaint

  Date:04/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Roto Rooter (RR) came to my home 4/10/2023. Tech stated that main drain would need to be cleared, at a cost of $804 dollars. Techs were onsite from 2:38 PM-5:43 PM. Tech said he was done and successfully cleared main drain, no physical issues with pipe and that septic tank was full and needed emptying, after which we would have no further issues. On morning of 4/12/2023 a septic tank company arrived to empty tank. Immediately upon opening septic tank that tech alerted me to the fact that the main drain is clogged. He took pictures and sent them to me. Septic company offered to clean the main drain for a large additional cost. I declined because RR claimed to have already performed that service. I called RR back on 04/12/2023 and a different tech was dispatched same day. He agreed that the service that was initially paid for was not performed. After speaking with his manager, he was told it was no longer RR's problem, and that the septic company should do the job since they were the last ones to see it. The tech gave us the phone number for his manager, Louis C******, and that we need to call him, as there was nothing more that they were willing to do, including re-doing original work. We called the number and C****** was irate because it was his personal number and quickly got off the call because he was "too busy to talk". He called back later and stated that they do not deal with baffles and that they can only do so much and that they "cleared it to a point". I explained to him that nothing of that sort was explained prior to service, and that I was completely mislead. He offered a partial discount. I reiterated that I was completely mislead and that I want a full refund, as I never would have paid a penny had I been fully informed prior to service. The manager shouted at me that it was "cleared to a point" and I signed the invoice and then hung up on me. I was never quoted a cost for "cleared to a point". I missed work for 2 days bc of this.

  Business Response

  Date: 04/13/2023

  Per tech
  **** and camera shot of sewer line on 04/10/2023 customer’s main drain line up
  to septic tank was cleared and confirmed clear with camera.  The customer advised additional work was
  required from a septic tank company inside the tank.  Customer advised RRSC does not provide those
  services.  04/12/2023 customer reached
  out on Manager’s cell after being given number accidentally by tech 3722
  visiting on 04/12/2023.  The customer was
  advised the Manager was in the middle of assisting another customer and would
  return the call shortly on the company phone lines.  The customer was given the office number JIC.  Customer was contacted within 30 minutes and
  advised tech **** performed what was the described quoted services on
  04/10/2023.  Customer was advised RRSC
  would honor re-running cable and would provide a discount on the charges that
  were already paid.  Customer was advised
  if issue is within the baffle inside the septic tank RRSC would be unable to
  service and it would require septic tank company to clear.  The customer was understandably irate and advised
  they were most likely being upsold and septic tank pumping typically covers
  clearing baffle tee.  Customer advised
  the issue is with septic tank company who did not properly clean tank.  The customer was requesting a full refund and
  was advised that wouldn’t be appropriate since tech had performed sewer and
  camera services and the only refund would be half of the quoted price which was
  stated at the beginning of the conversation. 
  Customer was becoming verbally abusive including threatening to disclose
  and publicize Manager’s cell number throughout social media at which time
  customer was advised politely by Manager that the conversation could no longer
  proceed.  Customer cordially given
  salutations and call terminated.  At no
  point was the Manager rude or unwilling to assist customer with offering up services
  that RRSC can provide or were entitled to.

• Initial Complaint

  Date:04/10/2023

  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.

  Bedroom shower was clogged on 8/13. Line was snaked by rotor rooter through toilet. Was told a supervisor would bring camera to check the line to make sure no issues which we thought was done but was not.3/9 washing machine backed up and flooded house. Line was snaked again and line was checked with camera and was told we had a large amount of scale build up and needed to have the lines cleaned out estimate given. Next day 3/10 shower backed up and called again. Technician came out and got supervisor involved because I stated had we had known about the build up on 8/13 we would had the lines cleared at that time. He gave me supervisors name and number(randy)and I called him and discussed that I feel that by them not looking at the line with the first time on 8/13 that this could have prevented the issue as we would have addressed it then. He stated that he could take about $400 off but then stated there was a bigger issue a cracked pipe towards the street. I asked if that was all he could discount and he never gave me an answer. I asked him for an itemized estimate with the discount and I would call him back. I also asked when they could do it and he stated the next day. He sent the video and and an $4500 estimate which was not itemized. We couldn’t see really what he was looking at on the video. I called him back his phone went straight to voicemail I also texted him no response as we had more questions. We were willing to do what needed to be done but after him not returning my call on Friday as well as Monday to answer our questions we decided to call another company and they came out and ran a camera and discovered pipe was not broken and we had a large amount of scale. We had this company do the procedure. I have called Roto-Rooter 5 times to discuss this as I feel had they had run the camera through the first time we wouldn’t be where we are now. I have had no return call. I am looking to be compensated for the visit on 3/8 which we paid $722.08.

  Business Response

  Date: 04/14/2023

  I have reached out to ******** via email. She responded via email stating she will not be available to discuss resolve until Wednesday April 19, 2023.

  Customer Answer

  Date: 04/19/2023

  Better Business Bureau:
  
  
  I spoke with ***** today and we have resolved the issue. ***** had agreed to to refund my $722 to me via check as we paid by check. ***** was very quick to apologize and make sure the issue was resolved. He also did state after reviewing the video there was no crack in the line and he was glad we ended up not fixing it.
  
  
  
  Regards,
  
  
  
  ******** ****
  

• Initial Complaint

  Date:04/07/2023

  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.

  Last year in January, I had Roto-Rooter install an injector pump because, according to them, my old one failed. I also paid heavily for water restoration. In March of this year, the pump failed again. They sent a plumber who did NOT inspect the pump to see if it had been installed correctly, e.g., the floater is in the right place. When he came to talk to me, he stated that he wasn't sure what was wrong with it. Then he said "oh wait, let me check the plug." He unplugged it and plugged it back in. I told him I wasn't hearing it kick on but he said it was fine and he wasn't seeing any water. So I paid for another water restoration, which was completed at the end of March. It's now April 7 and the pump has failed again. We have unplugged and re-plugged and it's still not working.
  
  I called and they said that they had already done what they could. They stated that the pump was had a 1 year labor warranty and that they had "tried to make it right" by not charging me for the truck roll in March when I 1st called. I've spent close to (or above) $10,000 with these people and I still have water in my basement. They're now saying I'd have to pay for another call and another pump. They're also claiming it's an electrical issue but nothing else in my basement is kicking on/off.
  
  I want them to actually inspect the pump (take it apart), make sure it's installed correctly, and clean up the water in my basement. This appears to be a consistent issue with them based on other complaints.

  Business Response

  Date: 04/14/2023

  Spoke to the customer , resolved issue. 

• Initial Complaint

  Date:04/06/2023

  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 April 4 ,2023 paid 367 for this job that seems to be worse then before I called I was advised the plumber Noah would arrive on the 4th he did & the plumber arrived and then did a really quick job the pipes initially were causing the sewage to go through to the showers when he left after 30 minutes claiming the issue was resolve it seem to be fine til the next morning and we continued having the same problems I called and spoke to a woman named Jessica who said the would send a second technician to evaluate the issue she said he would arrive at 4 arrived at 445pm then they quoted me 645 more on top of what I already paid so when I called Jessica back to talk about my issues she hung up on me very rude then I called back was transferred to someone name Sara where I voiced my concerns & I was advised I would receive a call back with in the hour or two with a resolution. i waited once the time past and i recieved no call I was livid but the company was closed so I couldn't speak to anyone I want a refund this is beyond insane to think 30 mins of "work " that didn't repair anything should cost 367 and expect me to entrust u with 645 more when there is no proof of transfer act with you're customers or even addressing the issues they wanted to patch up what ever was wrong obviously instead of informing me on inital inspection if there were further issues with plumbing that needed to be addressed they never stated it was anywhere to the extent it is now so how does my plumbing go from bad to worse and a company not value its customer enough to acknowledge they are in the wrong and make it right maybe the plumbers need more training as well as customer support and managers because this experience has me to where I'll never recommend this company I feel ripped off no honesty at all no curtesy to call back and just rob people of money instead of addressing the main issues like requested when we called to schedule the service I would appreciate a full refund and apology.

  Business Response

  Date: 04/14/2023

  Since the customer is not satisfied with our work, we will issue a full refund.

• Initial Complaint

  Date:04/06/2023

  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 3/9/2023 Roto Rooter installed a new sump pump for us at the cost of $1074.06. Both the technician that day and the office person when I made the appointment said there was a three year warranty on the pump.
  Today, 4/5/2023, the pump failed and flooded our basement. The technicians tell us we must pay for a new pump and are responsible for returning the old one to the manufacturer to collect on the warranty. This was never explained to us during the purchase and installation of the first pump.
  It is deceptive to sell the pump with a “three year warranty” and not stand behind the product. Roto Rooter buys these pumps and should be responsible for replacement under warranty. At the very least Roto Rooter should make it clear that THEY do not warranty the product.
  Also, they install the exact same pump so this could happen again and again.
  I spoke with a Roto Rooter manager, Scott Dugan, who was unwilling to help. He said I own the pump and the warranty is my responsibility. I asked to go up the chain and speak with his boss and was told it would do no good and he would not transfer me to a higher level supervisor.

  Business Response

  Date: 04/11/2023

  This customer was provided and had installed a new pump under warranty. The customer was also refunded the $545 that they were charged for the replacement on 4/6/2023. 

  Customer Answer

  Date: 04/11/2023

  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:04/05/2023

  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 1.28.23 I had Roto Rooter out to resolve a plugged drain issue. I paid $600.00 and was assured the problem had been resolved. I had to call them back out the next day as the toilet they had removed was replaced incorrectly. I called again on 3.29.23 for the exact same drain issue only to find out that Roto Rooter would not honor any type of guarantee or warranty for their work. I spoke with scheduling who could not get a supervisor to take my call and was assured that I would here from someone within 24 hours. To date I have not heard from a manager or supervisor.

  Business Response

  Date: 04/05/2023

  Talked with customer about issue. Sending A Field
  Supervisor out to investigate on 4/6/2023. Customer was satisfied. 

  Customer Answer

  Date: 04/06/2023

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

  Roto-Rooter went above and beyond to help me with my issue
  
  
  
  Regards,
  
  
  
  Melissa Ritter
  
  

• Initial Complaint

  Date:04/04/2023

  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.

  Got charged $8,200 for an excavation job done due to water leaking under the slab with a hole of 3'x2'x1'. No detail invoice or walk through after the job is done, and credit card got charged before job completion without a detail invoice. 3 weeks later, the water leaked on the same area, and it took me about 3-4 days to get someone from Roto-Rooter to respond and come out to do the warranty job. Another 2 weeks later, the water leaked again on the same area, and this time I asked to redo the pipe due to the faulty fitting they placed initially. More to that, the bathroom floor behind the leaking area got wet and damaged which currently seeking for Roto-Rooter to get the replace it after spending a week to dry out through the water restoration.

  Business Response

  Date: 04/08/2023

  Reviewed the job scope with the customer and we have taken follow up actions to correct issues in the home.  Credit approved.  Customer seems satisfied.  

  Customer Answer

  Date: 04/12/2023

  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.

  It has been 3 days after receiving feedback from the business.  The agreed credit of $3,775 did NOT charged back to my credit card as the approved by the manager. 

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

  Business Response

  Date: 04/12/2023

  We have responded with the customer and explained it took 48 hours to issue credit.  Credit has been issued and it will take 2-5 business to show up on card.  Customer is aware.

  Customer Answer

  Date: 04/14/2023

  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,
  
  
  
  ****** ****