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:05/30/2025

  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.

  plumbing problem.
  Diagnosed with clogged main sewer lone. Charged 800$ to fix. Paid. Next morning same problem. Now told by rotorooter that it will be 5700$ to fix the broken pipe. Agreed for service. Dig down an to pipe and said this os a bogger job and they meed another 4600$. I called for a second opinion. Plumbers came out, and said its not broken where rotorooter said it was and no more digging toarda street is needed like other conpany saod. Break is from a spot that they fixed 7 years ago that came apart. Roto rooter only refinded the 800$ and is charging me 5000$.

  Business Response

  Date: 06/03/2025

  called customer and left message waiting on a callback

• Initial Complaint

  Date:05/30/2025

  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 would like to file a complaint against Roto Rooters located at ****** ********* ***** ******** * ** *****, for overcharging and false contract. This was an insurance claim with a pre estimate of $9K- $13K. The final paperwork has a pre quote of $15K-$20K with a revised amount of $25K-$35K. This company did not perform all work that was stated on the invoice because they have some dates and after hours incorrect. There is a discrepancy with the equipment also which states 7 big dehumidifiers were used but their pictures show 4 and the others were fans. They have threatened to get their legal team involved. The workers bursted pipes twice which lead to an extra overflow and I have video. I was told that I would not be charged because their workers did this. My insurance paid over $18K for water damages but they are still insisting they need $8628 more. This company is crooked and price gouging needs to stop. I've disputed the charges by email to Casey J**** and also provided pictures and a video but all of this has been ignored.

  Business Response

  Date: 06/04/2025

  We have reviewed the last negotiation and have made additional concessions and accuracy corrections and have sent them to the adjuster and customer for final payment. We have also identified the contract and change of scope are correct. Will continue to reach out to the customer and adjuster to collect payment. New balance due is $5K approximately..

  Customer Answer

  Date: 06/11/2025

  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.

  
  

  
  

  As stated before, this company has overcharged and did not go by pricing that were stated to me prior to the work. This company can't be trusted and will be investigated. They continue to threaten me with legal actions and my insurance company has referred this matter to their legal team which I informed the representative, Logan.
  
  
  
  
  Regards,
  
  
  
  ****** ******
  
  

• Initial Complaint

  Date:05/29/2025

  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 5/21/2025 Roto-Router came out in for a service request about active flooding in the basement, from main drain. Plumber snaked drained supposedly to the limit which stopped flooding temporarily and informed us we would have to contact the city or the HOA because the issue was the main sewer line and he could not access it. Total charge for service was $812.20 with a 6 month warranty. On 5/27/2025 flooding reoccurred, Roto-Router sent a plumber out to attempt to clear the line again. The plumber refused to service due to water on the ground, which was about 1/4" of water. Another company was contacted and paid to resolve issue, which was done and informed us blockage was in our line and able to be fixed. Blockage was not in main sewer line as was told by Roto-Router's plumber. Contacted Roto-Router and explained situation and requested a refund of some sorts. Refused to compensate. Business office address is *** ******** **** ****** ******* ** ***** ###-###-####

  Business Response

  Date: 06/10/2025

  Scheduled a technician to go out to service the customer free of charge under the guarantee of our previous service provided to the customer. Upon arrival, the technician provided images and also explained to the customer that the conditions of the basement where the problem occurred did not allow him to safely service the problem. There was more than 1/2" of standing water in the basement as well as many obstructions in the way from the access point of the basement to the trap where the technician needed to carry a heavy floor snake that uses electricity to operate. The technician told the customer he could have our water restoration come there and extract the water and clean up the obstructions before he began his work but the customer refused, at that point the technician told the customer that was fine but he would need to remove the water and clear a path for him to get his machine over to the specified area and to call him once it was clean so he could honor the guarantee. Customer said ok and once the technician left called another company to come in and snake the line without removing any of the hazards. Due to the safety concerns of the home during the visit and the fact that the technician was more than willing to honor the guarantee no refund was issued to the customer as it was his prerogative to search out another company instead of utilizing either solution provided by the technician to honor the guarantee.

  Customer Answer

  Date: 06/16/2025

  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 

   

  The solution provided required additional payment, also before technician was dispatched we informed that conditions of service included flooding. No prior warning of possible refusal of service was given or what was not covered by warranty. The original service had well over a half inch of water and we were serviced then. The second attempt seemed to be an attempt to acquire more money for services that should have been covered under warranty. 

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

  Business Response

  Date: 06/18/2025

  The customer paid for a snake to unclog their line. The line was cleared and the water was dropped. The customer called back and wanted us to unclog the line again under the warranty free of charge. We obliged and sent out another technician to clear the line again but the conditions of the basement were unsafe for our technician to perform the work (Water on the ground, obstacles in the way, etc.) The technician told the customer that he would have no problem re snaking the line but the conditions of the basement had to be addressed before he brought his machine over to the access. The technician told the customer we could get our water restoration department over there to do the extraction of the water and clean up the obstructions but the customer refused. The technician then told the customer no problem but they would have to take care of that for him to operate the machine to snake the line. The technician told the customer too handle the conditions and he would return shortly to take care of the snake but the customer decided to get another plumber instead to go and snake the line. Since the line was snaked and our technician had no problem honoring the guarantee as long as the safety conditions were met the company stands by its pricing and will not issue a refund as it was the customers choice to find an external plumber to risk their safety to do that job under those conditions.

• Initial Complaint

  Date:05/29/2025

  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.

  Issued occurred approximately a few months ago. Recently i have been harassed and stalked by employee Michael L*****. He made racist remarks and cussed me out. Roto rooter made a fraudulent invoice for $35,000 dollars. The insurance company paid 19,000 of it. The insurance company discovered an invoice that was double billed for equipment and services not provided. Therefore they refused to pay anything more. Michael l***** the racist mitigator is trying to hold me responsible for services never provided. His criminal employees also forged my name three different times and i have home video. I am not responsible for work not done and equipment not used. I certainly don't deserve to be stalked and harassed by michael l***** who is rude, nasty and condescending. He threatened me and refused to acknowledge their attempt to scam the company. This company trashes my house. Broke unnecessarily my personal items including my tv. Never replaced furniture moved. Forged my name and completely violated my home. This is not a business but a money laundering scam and attempts to defraud customers. I can only imagine all the seniors they scammed. They were paid but are being greedy trying to get more at my expense. Im the one owed for property damage and stressed!!!!!!!

  Business Response

  Date: 05/30/2025

  To whom it may concern,

  Everything this customer is stating is false, from the Roto-Rooter employee be a racist to Roto-Rooter being fraudulent. Roto-Rooter uses the insurance companies' program to come up with a price for the insurance company cover. Then the insurance companies decide what they pay out. When I spoke to this customer, I could not get a word in, and she hung up on me when I was trying to help her. I also asked for the video evidence she claims to have and that's when she turned angry and hung up. If Roto-Rooter did something wrong or being accused of very serious allegation I would like the proof so I can handle the Roto-Rooter employees. We will now be handing this off to our legal team to handle this further.

  Thank you

  Customer Answer

  Date: 05/30/2025

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

  The business specifically Micheal L***** again started off his response with saying everything I have stated was false. His nasty condescending attitude from the very beginning even when dealing with the insurance company was nasty. Also the insurance company claim handler name is Mark T***** who said he will speak up regarding Micheal L***** and his handling of this entire situation. 
  

  This is less about a financial dispute and more about ego, power, and fraud. Micheal L***** is mad and making this personal. At no time did Micheal L***** attempt to mediate any of this. He was confrontational from the very beginning.  
  

  The business responded and stated they use a program to come up with their prices. What program?? Not the program ***** **** used which was $18,000 less than what Micheal L***** made up in his head. This company has been  over charging people for years. ***** **** said no, they used a program and paid them. This greedy company wants more.  Roto rooter has a legal team as he stated to bully people and scare people into paying over price, out of control, unreasonable money. Not me. They were paid for what they did and are simply trying to bully me into getting over.  Ideally there has to be someone with more sense to deal with than Micheal L*****. He is a horrible representative of this company. Stop talking down to people and stop mistreating people because you think you are superior. 

  
  
  
  
  Regards,
  
  
  
  *** *****
  
  

  Business Response

  Date: 06/02/2025

  To whom it may concern,
  
  Everything this customer is stating is false, from the Roto-Rooter employee be a racist to Roto-Rooter being fraudulent. Roto-Rooter uses the insurance companies' program to come up with a price for the insurance company cover. Then the insurance companies decide what they pay out. When I spoke to this customer, I could not get a word in, and she hung up on me when I was trying to help her. I also asked for the video evidence she claims to have and that's when she turned angry and hung up. If Roto-Rooter did something wrong or being accused of very serious allegation I would like the proof so I can handle the Roto-Rooter employees. We will now be handing this off to our legal team to handle this further.

  This case is now over to Roto-Rooter lawyers to handle this case. This customer will continue to spread these lies about Roto-Rooter so she does not have to pay for the service that was provided.

  Thank you

• Initial Complaint

  Date:05/29/2025

  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.

  5/15/25 Paid roto rooter $491 to clear the lateral line. After line was cleared a camera inspection was done 2 hours later by roto rooter shows areas of "massive root blockage" at 35' and 42'. They poked a hole in the root blockage but didn't clean any roots out of lateral. I had another plumbing company out who actually pulled all the roots out of the lateral line.

  Business Response

  Date: 05/29/2025

  I spoke to the customer, explained that we do not guarantee to get roots out of the line, we guarantee to get a line open and flowing. I also explained that she has a 30 day warranty. She was upset that we did not give her a copy of the video of the line, I told her we do a complimentary inspection, if they want a copy there is a cost associated with it.  

  Customer Answer

  Date: 06/03/2025

  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 employee that contacted me was rude and insisted that roto rooter does not "clean" lines they only "open" lines so the fact that the line still had roots after they finished was acceptable since it was "open" and thats what $491 gets. Their website states many times they are a drain "cleaning" service company. He offered to refund my credit card $100 which as of today they have not done. 

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

  Business Response

  Date: 06/04/2025

  Willing to offer a refund of $200.00, will no longer guarantee the line. I explained that we DO NOT guarantee to get roots out of a line, we guaranteed to get the line open, her line was open and flowing. If would have backed up, we would have cleaned the line out. 

• Initial Complaint

  Date:05/27/2025

  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 called Roto-Rooter for a sewage/plumbing issue. Matt who came out and seen the issue, originally said the pipe in the front lawn was collapsed and it would be 6500. After he left, he called about 5minutes later and said he made a mistake after reviewing his work. He said the front lawn pipe was abandoned, that's why he couldn't see a pipe. I didnt know any better, im not a plumber which is why I called them. He changed the order to dig up the driveway instead. The problem stopped for about two days. I called back, and he sent another plumber out which he came a little later as well. He said exact words "Wow, come to find out this was the issue and its not an abandoned pipe". The problem is still happening and has gotten worse! The company thinks I need to pay more, but the issue was never fixed.

  Business Response

  Date: 06/09/2025

  The new EXC MGR has reached out to the customer to listen to her concerns and address them. We will have a resolution soon.

• Initial Complaint

  Date:05/27/2025

  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 have requested a plumber report to send to our mortgage Insurance adjuster which is ****** ****** ###-###-#### #phone . We have requested that for at least 10 times. Since April 28,2025. The demolition has not been yet approved due to that Delay.we have water damage in 3 areas of our home . We can’t get our belongings which includes our washer/dryer and dinning room items. Adjuster has also requested plumbing report with no response from rotor rooter. This problem has stopped all progression. I am disabled and Husband has blood clots in legs and lungs. His name is ***** ******* and is a military veteran of 20 years Airforce. Thank for your help.

  Business Response

  Date: 06/13/2025

  Management team reached out customer, and while trying to address concerns over the phone, the costumer hung up on management team. When called back, customer informed Production Manager that he would be proceeding through legal channels.

• Initial Complaint

  Date:05/23/2025

  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 called them out because I had a bad leaky faucet that had to be replaced on the side of my house and an underground leak in the backyard. On the invoice the rep, the rep wrote a house, no leaks and water pressure high. He said landscapers should be doing this. It still leaks and have someone else coming out to to the work. He refused to quote the rest of the job.
  
  
  I would like to get a refund on work that was not completed correctly.

  Business Response

  Date: 05/28/2025

  Spoke to customer, offered to send out different plumber since she was not satisfied with the original plumber. Explained to her that we do not take care of the yard leak she is experiencing, she said she will call back if the hose bib is leaking. 

• Initial Complaint

  Date:05/22/2025

  Type:Sales and Advertising 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.

  5/21/2025 I called Roto-Rooter in ******* ** about a plumbing problem with my small commercial business located in ******* **. I was told on the phone that there was no charge to diagnose the problem and Rooter-Rooter would provide me with a free estimate for repair.
  The Rooter-Rooter technician went to the site same day and gave me 3 different price quotes for repairs/procedures to either fix the problem or yield more information on what would be required for the repair.
  It wasn't until I told the tech that I wasn't ready to proceed at this time that he said I owed them $265 for his time. I told him about the free estimates I was told about (as well as posted on their website) but he wanted the payment - which I paid.
  I feel I was mislead by the company and that they should honor their policy of free estimates and refund the money.
  They should have advised me from the onset that there may be a charge if the diagnosis took extra time but they didn't. I was only told I owed them $265 after I declined to proceed with any repairs on the same day the technician was on-site.

  Business Response

  Date: 06/03/2025

  Please be advised that the local Roto-Rooter office in ****** is working directly with the customer.  They have been in contact with them to resolve this issue.  

  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.

  
  

  I spoke with Angelo on 5/29/2025 (I believe he is with the local Roto Rooter) and told him I would like a full refund of $260.00 to resolve this issue. I have not heard back from Roto Rooter since this phone conversation and am waiting for their response.

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

  Business Response

  Date: 06/12/2025

  
  With regard to this complaint, Roto-Rooter has issued the customer a refund (receipt attached).  Please advise if any further action is required.

• Initial Complaint

  Date:05/22/2025

  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.

  I am filing this complaint to report a highly concerning experience I had with Roto Rooter Plumbers.
  On May 19, 2025, Roto Rooter was hired to perform a snaking job in my bathroom for a clogged toilet, for which I was charged $1,133. During this procedure, Plumber #1 arrived and informed me that he would snake my pipeline to the street and another plumber with a camera would go through the pipeline to see what is happening. After snaking the line, Plumber 1 tells me that another Plumber would be by later or the next day with the camera to remove the toilet again and send the camera through the pipes. It was not clearly communicated in the beginning that this would be 2 separate visits, nor was I informed of an option of owning the resulting camera footage. A little later the same day Plumber #2 arrives and admits that their first Plumber damaged a backflow valve in the process of conducting the work earlier that day. Instead of taking responsibility and offering to fix the damage they caused, the 2nd plumber informed me that it would cost an additional $4,000 to dig up the bathroom floor, access, and repair the valve they broke. Shockingly, they later revised this estimate and increased the cost to $5,000.
  In addition, the plumber used a camera to inspect the pipes leading to the city line and claimed that we had a “belly” in the piping. This diagnosis came with a staggering estimate of $10,000 for further repairs. He also mentions if we don't choose them to do the work we could purchase the footage (no price given) After Plumber number 2 leaves, I called to ask a pricing question, which was when the initial $4000 quote rose to $5000 and I was also told that footage is usually included in that $1133 snake job that I had done when the plumber is still at the home, but since they had already left it would cost $500 if I wanted the footage.

  Business Response

  Date: 05/22/2025

  In the matter concerning the buried backflow preventor at
  the property.  As part of our service, it
  was discovered that the backflow preventer was not visible or accessible due to
  it being buried underground. This condition poses limitations to our ability to
  safely access, inspect, or service the device.
  
  Per the signed Hold Harmless Agreement, our responsibility is limited in
  situations where preexisting conditions- such as inaccessible or improperly
  installed equipment- prevent us from preforming our work without potential
  damage or liability. The agreement specifically states that we are not liable
  for issues arising from installations or conditions that fall outside of code
  compliance or standard service accessibility.
  
  In this case, the buried backflow preventer falls under that category. Because it
  is not visible or accessible without excavation, any work done around it would
  carry risk that we cannot assume.