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

  6356A Corley Rd Norcross, GA 30071

  
• 

  Roto-Rooter Plumbing & Water Cleanup

  220 Demeter St East Palo Alto, CA 94303

• 

  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:04/02/2023

  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.

  Full refund as original problem remains which is unclogged bathroom. When I asked where does the first receipt state one day warranty he took his pen and marked on the copy of my receipt seven days. He said the attendant who answered my call did not know anything and every time he spoke he told us to trust him. If he is trustworthy then he should not ask us to trust him every time he spoke. I asked to speak to his manager while he was at our house and he refused x. His name was eduart.

  Business Response

  Date: 04/03/2023

  We have communicated with customer, based on information supplied by customer we are issuing a full refund. Customer was happy with resolution. 

  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. 

  4/11/2023 Per phone call:

  Please close my complaint as resolved at this time.
  
  
  
  Regards,
  
  
  
  ***** *********
  
  

• Initial Complaint

  Date:04/02/2023

  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 5/8/22, the sewage backed up in our basement. We called Roto-Rooter at the recommendation of a friend and they were out there the same day. The initial representative attempted to clear part of the line and nearly got stuck. We scheduled someone with a camera to come out and they notified us that the pipe completely collapsed and would need to replace at least 35 feet of sewer line as the camera couldn't go any further. They quoted us $13,200 with the potential of going further depending on if there were further obstructions. They came out after a couple days and found that they would have to replace the entire sewer line, so they added an additional $5,880 to the quote, making a total of $19,080 in cost.
  
  After they replaced the sewer line, they mentioned that they would heap the dirt so it would settle and it would take about 6 months to do so. However, we experienced heavy rain, and it settled too much and created up to a 2 foot trench after just 2 months. The representative I spoke with told me if it settles incorrectly to give them a call so they could fix it. Over the next 5 months, I called Roto-Rooter a total of 15 times to get them to come out to level/add dirt. Each time, I was told that they would come out to level the dirt, but they would never call me back. When I tried to escalate, they would mention that their supervisor was out and they would call me back soon. They never did.
  
  
  The desired solution is for them to come out and level the dirt as it settled too much.
  
  Ticket Number: ******** 

  Business Response

  Date: 04/11/2023

  Received pictures of the settled trench and spoke with the customer. Roto- Rooter scheduled with the customer filing the settled trench to grade.     

  Business Response

  Date: 05/04/2023

  spoke with customer and received pictures. we will be filling in the settled trench on 05/05/2023.

  Customer Answer

  Date: 05/05/2023

  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. I can confirm that they came out on 5/5/23 and did a good job of leveling the ground. They got with me to ensure that everything looked good and am extremely satisfied with this. Thanks for working with me to get this resolved.
  
  
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  Date:03/31/2023

  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.

  We had roto rooter repair the pipe from house the street 3 years ago. When we wen to sell home this past month the scope found a bulge in pipe liner. I have talked to 11 different staff from rorto rooter but none of them have ability to make a decision on warranty detail. ******* from roryo rooter came out March 13 th and scope the drain found the issue but stated that only the General Manager can decode action and order work to be done. I have left the GM ****** 11 messages since the scope with ******* and no return call has happened. I just want resolution and ability to act on issue ***** could be detail for home sale. I have been run around and promised calls back but none. What value is a warranty if the buisness does not care to act on promise.

  Business Response

  Date: 04/07/2023

  On April 3, 2023 and April 5, 2023 members of the management team at Roto Rooter Portland 512 spoke to Mr. ******** who was very grateful that we made the effort to reach out, make him feel heard as a customer about his concerns and partnered to come up with a viable solution to his needs. At this time, we are continuing to work with Mr. ******** to get this issue resolved quickly and efficiently- hopefully within the upcoming week or so. 

  Customer Answer

  Date: 04/10/2023

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

• Initial Complaint

  Date:03/31/2023

  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.

  Date of Transaction 2-12-23
  Amount **** Paid 6922.48 in the form of a check that they cashed without having us endorse as it was on the check.
  The quality of work was poor and after reaching out to several supervisors they agreed to refund monies and then refused to follow through. Another contractor has been hired to finish the work they did poorly. I have exhausted all means with them and to find out the check was cashed without our signatures because they knew we would not sign off on the poor work they did.

  Business Response

  Date: 04/03/2023

  Water mitigation work was performed as contracted. **** Insurance verified and approved all mitigation work performed.  **** paid Roto-Rooter for services rendered.

• Initial Complaint

  Date:03/30/2023

  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 March 3rd. We suddenly we had no water. On investigation I discovered our basement was flooding. I immediately contacted our water dept. who quickly turned it off at the street. I called your company and was told I could expect service within two hours. A service tech(?) arrived, went into the basement for a few minutes, returned and stated that the copper line from the street had broken. He said the break was too close to the wall to be repaired and a new water line would have to be installed. On investigating myself imagine my surprise to find the water line intact and not copper but black plastic protruding about 4” from the wall before the first fitting. I went to the street and turned the water on slightly and reinspected to find the water line not leaking but the coupling connecting the city line to the house system leaking. I took a photograph, went to a plumbing supply and purchased a new part for $63.00. It took about an hour to install and no more leak. I was furnished a proposal from your company to replace 24’ of new line for $6,800.00.
  
  It is impossible to call this a mistake. I have to assume as I am 80 years old I seemed an easy target. Checking the Cincinnati BBB site I learned your review average to be 1.55 stars out of 5, you had 709 complaints in the last three years and 257 in the past 12 months and numerous reviews similar to mine, I then checked the **** attorney general site to find a page full of fraud complaints.
  
  I have added my experience to both agency's reviews and contacted the ******** Police dept. I was interviewed this week for my Elder fraud complaint.
  
  An old couple in a small house living on Social Security are a sad target.
  
  Every employee of this company should question their commitment to honesty The company motto should be “Some of the people can be fooled some of the time and that is enough to make a profit”
  
  *** ******

  Business Response

  Date: 03/30/2023

  Roto-Rooter provided an estimate to repair this customer's water line. The customer declined our estimate and diagnosis, the customer chose to repair it on his own. This customer was never charged for any of these services. 

  Customer Answer

  Date: 03/30/2023

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

   

  I did not proceed with their proposal because they made no attempt to diagnosis the problem, only toolk a moment to declare The water had to be replaced. I stand by my charge of elder fraud and intend to press my complaint. Bunch of crooks and I can prove it

  Business Response

  Date: 04/03/2023

  We arrived at the determination of replacing the customer's water line versus repairing it similarly to what the customer did for a few reasons. The customer has a plastic pipe going thru a stone wall into their property. There is also no support for that water line. When water lines are functioning there is friction and movement that can cause them, over time to break or leak when the line is not secured or made of metal. Inside of the home the plastic water line then goes into another plastic water line that is a different material (CPVC) which also over time has issues with integrity and breakage. The proper and professional way to make this repair would be to replace the line with a metal material (we recommended copper) and properly secure the line at both sides of the stone foundation. That way in the future the customer will not have issues. The customer's repair is not incorrect, but will fail over time. When we make recommendations we try to maximize the longevity of a repair for the satisfaction of the customer. We do not look to provide temporary solutions to our customers. 

  Customer Answer

  Date: 04/04/2023

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

• Initial Complaint

  Date:03/24/2023

  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.

  It all started 2/12/23 when we had a leak from our upstairs bathroom. It leaked thru our dining room ceiling and caused damage. Roto rooter came out and all the tech did was say it was a leaking toilet. He was there for a short period of time and left. The water restoration guy was there and took moisture levels which showed there was water under the floor. So they tore up the floor in the bathroom and ceiling in the dining room. Over a week later they were done and the “leak” was fixed or so we thought. They had turned off the water and never ran it to check for anymore leaks when I explained that it could’ve been from the toilet, shower, or sink. They never thoroughly investigated.
  We had contractors come to fix and redo the bathroom and ceiling. They turned the water back on and it started leaking again. Huge holes in pipes where anyone who was up in the ceiling could see it! Multiple holes!!! So about 2400$ and 2 more roto rooter visits later in March, the leak is hopefully fixed. I don’t think we should have to pay for this and should be refunded for the last 2 visits ($2400) bc this should’ve been found on the first visit in Feb and should’ve been seen by the water restoration people when they were up in the ceiling tearing away the flooring. I have pictures and receipts to show. Even both roto rooter tech said this should’ve been seen and fixed on the very first visit. But even I had to pay 2 more times 3/10 and 3/11. I went with roto rooter bc they’re a known company and suppose to be professional and find the issue but I feel they came in, picked what they thought, tore our house up, spent money from our insurance on the restoration process and then left without even making sure tht the leak was fixed and that the plumbing was working properly. I have tried to get a number from several people to discuss this and keep getting the run around. We have talked to an Andrew who helped with the water res and an Aaron M***** and still have not got anywhere.

  Business Response

  Date: 03/28/2023

  I have spoken to the customer and agreed to refund $751.70 for the inconvenience.  Customer was happy with the resolution.

  Customer Answer

  Date: 03/28/2023

  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:03/23/2023

  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.

  Had Roto Rooter replace main cast iron sewer line under basement concrete slab. Job was estimated to take one day and it ended up taking three days, two of which we had no working plumbing. Then area excavated was backfilled to 1/2 inch below finished floor and a skim coat of concrete was poorly put over top leaving large cracks and exposed dirt. Existing basement slab was 4 inches thick and new concrete Roto Rooter installed was completely inadequate nor to standard building codes. I was told that was how they do it and I would have to pay to have someone else do it correctly. Filed a complaint with Roto Rooter and they told me they would schedule a crew to come redo concrete correctly the next week. On they day they were supposed to show up no one showed up or even bothered to call. I had called to speak to the GM multiple times and was never able to get in touch with him. This company does not do quality work and does not care about customer satisfaction.

  Business Response

  Date: 04/03/2023

  The work performed at the premises of *** ******* was completed in accordance within all Roto Rooter standards. The job took an extended period of time due to the conditions of the earth and the grade of material underneath the concrete slab. In our proposal we stated we would put back the excavated areas to construction grade which we completed. The customer was not happy with the construction grade concrete finishing and we offered to return to complete the additional work at no charge. We attempted to schedule the work but did confirm a date/time to fulfill the request. In the interim, the customer contacted another company to complete the repairs but could not give us any copies of the scope of work completed as they stated they had someone they knew complete the work thus no receipt was given.

  We made an effort to resolve the said issue but were not given the opportunity to fulfill the request. I have attached a copy of the invoice.

   

  Sincerely,

   

  Rick S****

• Initial Complaint

  Date:03/23/2023

  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 3/12/2023, I had raw sewer water in my basement sink. The drain line was "backed up". I called Hatboro UM Joint Sewer Authority, they determined the issue was not the street sewer line, but in the house. I called Roto Rooter, (RR) and the guy came and did the snake machine throughout the house. RR told me the cost would be $822 to unclog the line, and that I would not have to pay if they did not fix the clog. So i agreed. Then RR Manager came out as well. Then, both RR guys told me that the issue was with where the sewer line connected to the street drain & the pipes needed to be dug up. They said that they had the issue "cleared up for now" but ultimately, it would continue until the pipes on the front lawn were dug up and replaced. So I thought the drain line would be at least temporarily cleared. So, right after RR left, i ran the dishwasher, & the grey water backed up again into the basement sink, and super slowly drained. The next day, I ran the washer, that grey water backed up again, & super slowly drained. So the issue wasnt fixed, and I believed it could not be, until the exterior pipes were dug up & replaced. Fearing an expensive repair, i located my paperwork with HomeServ, who I then realized I had purchased an sewer backup Insurance plan I filed a claim with **** ****. **** **** hires ***** ******** to come in to assess. ***** ******** comes, asks my husband Steve, what exactly did RR do, as RR clearly missed the problem. According to ***** ********, the backup was in the house, in the basement, immediately behind the (laundry) washer, and how did RR miss this? ***** ******** got a different machine, cleared the clog, and told me my exterior sewer pipes were not the issue at all. So, why do I need to pay $822 for a company that did not fix the problem, told me I needed expensive repairs (which I did not) and tried to upsell what I did not need? Plus, I called RR 3x afterwards at ###-###-####. left 3 msgs, no reply

  Business Response

  Date: 03/24/2023

  Customer made us aware that stop payment was placed on check. Informed customer that we cannot discuss any desired refund until we see if the check is returned. 

  Customer Answer

  Date: 03/28/2023

  Hello ****,
  Frank from Roto Rooter just called me from phone ###-###-####. We have reached a settlement of $322 .  You can close the case, and thank you for your time
  
  ***** ******** 
  

• Initial Complaint

  Date:03/23/2023

  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.

  I had sewage backup in basement May 6, 2022. Roto rooter came to check problem and fix. Roto Rooter determined blockage was in pipe in front yard to sewer. They assured me they could fix for $2000. Roto Rooter assured me they warranty work as I was concerned regarding the cost. The work was done and he assured me I wouldn’t have to worry…and I didn’t until 10 months later when sewage appeared in basement. I called Rotor Rooter as I was sure it was warrantied only to be told warranty was only 6 months. Thousands paid for 6 mos?

  Business Response

  Date: 03/24/2023

  Spoke to customer, customer stated that she filed this complaint before she found out that it was not our work that caused her current issue.

• Initial Complaint

  Date:03/20/2023

  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.

  I asked Rotorooter to fix a leak in my ceiling many months ago. It wasn't fixed after they repeatedly came to the house and made small repairs. I told them I wanted my warranty executed, and they refused. They harassed my assistant, and then they showed up on my property, while I was on a business call with the department of defense, and banged on my door for over thirty minutes. Rang my doorbell and banged on the door. I have this all on video. I plan to release the video and file a civil suit pursuing treble damages if I my warranty and a repair fee of $1000 is not granted to me by roto rooter. I haven't reported criminal charges yet for the trespassing and stalking/intimidation/harassment issue. The issue has been occurring for almost a year and a half now, but the most recent issue was in early 2023 (1/11/23). I have not attached the video footage because of size limitations, and because I was advised by an attorney to try resolving here before sharing the videos.

  Business Response

  Date: 03/22/2023

  Customer has refused our multiple attempts to remedy the situation and has advised us not to set foot on his property or he will call the police.  He is accusing Roto rooter of Harassment when our techs try to return to address the situation.  Based upon the customers request/demand, we will no longer continue to attempt to diagnose the situation.

  Business Response

  Date: 03/31/2023

  Hello,  In regard to the customer complaint, the customer has refused to allow our technicians on property to work towards any resolution or troubleshoot the issues he is claiming.  He deferred our Techs to work with his assistant to schedule a time to come by and when we did so, he refused to answer the door and has told us NOT to return to the property or he will call the police and have us arrested for trespassing.  Customer does not want us to communicate or allow us to resolve/repair any issues, states that we are harassing him and has threatened legal action if we continue.

   

  Thank you,

  Customer Answer

  Date: 04/05/2023

  They've serviced the house three times and failed. After that, they resorted to physical intimidation. No reasonable victim of harassment nor stalking would welcome the people harassing and stalking them into their home. Nor would they trust them with repairs after they've been dishonest about the work they've performed. I understand the warranty allows them to "attempt to repair" the problem, ad infinitum, but this isn't a warranty claim. They never fixed the problem. I didn't pay them to install pipes; I paid them to repair a leak. The leak was never repaired. This would be a warranty claim if they repaired the leak, but that repair failed within the warranty period. The leak has never been fixed, despite their three attempts. I'm moving forward with CSLB complaints, PC 646.9 and 602.8 complaints, and civil filing. I may claim through insurance for punitive treble damages that include the sum total cost of contractor fees for procedures not performed by, buy requested by roto-rooter. I'll be including the video footage in all relevant filings. 

  My cameras recorded every second of the work performed, as well.