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 Services Company

  175 Maple St Stoughton, MA 02072

• 

  Roto-Rooter Plumbing & Water Cleanup

  1060 Cambridge Sq STE D Alpharetta, GA 30009

• 

  Roto-Rooter

  922 W US Highway 30 Schererville, IN 46375-1551

  
• 

  Roto Rooter Plumbing & Water Cleanup

  1234 S John Young Pkwy Kissimmee, FL 34741-6388

  

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:03/20/2023

  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 January 3, Roto-Rooter came out to unplug a sewer back up. As part of the service, they said they would send a camera crew out to look further down the pipe. I waited a couple of weeks for someone to call me to schedule that service. I never heard back.
  
  Since then, I have called three times to get this scheduled. They always say they will take care of it, but they never do. On my fourth call to them, I spoke with a supervisor who promised me she would get back to me that day. That was a week ago.
  
  They are not providing a service that I have already paid for.

  Business Response

  Date: 03/21/2023

  Our dispatch in Chicago inadvertently cancelled the camera ticket for this customer. Once we were made aware the customer still needed service, a camera tech was sent directly from the local branch. Our tech was there on 3/21/23 at 10:30AM. The customer has received the requested service. We apologize for the inconvenience.

  Customer Answer

  Date: 03/21/2023

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

• Initial Complaint

  Date:03/19/2023

  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.

  Septic back up on January 2 and called Roto Rooter to fix it. After 3 attempts and getting their equipment stuck, (only way to get it out was to dig out broken area)
  Signing a contract under some duress with the salesman (Trent) explaining how it would take 4 days but could go shorter or longer. If it went longer they would absorb the extra cost, but if it went shorter we could renegotiate the contract. Contract was for $26,000 They were here 4 days, but we were told there would be 4 workers the first day and 3 workers the rest. There were 4 workers first morning, but 4th worker went home after a half a day. The other 3 there were 2 workers. The 3rd day they worked a half day & 4th day they worked 2-3 hours. Had they had the 3 workers as promised, they would have been done in at least 3 days, possibly 2 1/2 days. We had to pay the workers for the balance when they left, no supervisor or Trent came. I asked them about an adjustment and workers said I needed to talk to Trent. It took 2 weeks for him to return a call, he passed me off to Mike C******** (Job supervisor) Who never called me after 6-7 messages & 4 weeks. Finally he did and said he needed to look at the paperwork and he'd call me back in about a half hour. No call, I called again next day and spoke to someone else who spoke to Mike and said nothing could be done on their end. I called corporate & got the same run around. I emailed Pat S****** (Liason) and he said he would pass it on to management and they would respond. 2 weeks later I emailed Pat S****** and said there was no response. He messaged and said that upper management reached out to me and that the price was good. I wrote to Mr. S****** and said I didn't get a response and would like someone to reach out to me. And they haven't. There are several discrepancies in what we were told and what we paid and I would like to speak with someone personally to hear my side and documentation. I also would like a refund for $6000.

  Business Response

  Date: 03/20/2023

  I spoke to her and explained the cost. She was happy with the work when we were done just wants some money back. She wants to go over my head and ask for some money back even though she understands the cost, her words to me where that she would keep escalating the complaint. She also spoke to Cara on 03.01.2023 (I believe from my notes) and was relayed the same information. In regards to a call back I did attempt to call back that day and did not get an answer. I also have no knowledge of multiple attempts to reach me nor do I have voicemails on my phone. I apologize if that was the case as I do not operate in that fashion. 

  No where in our scope of work does it outline days to complete. We are service provider with highly trained people who were able to get it done faster so they could get peace of mind back in their home. The job was completed to scope. My GM is also aware of this situation as I have spoken to him in length and he also has not approved a refund.

  Mike C*******

  Excavation Manager

  Customer Answer

  Date: 03/20/2023

  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.
  

  There is hardly any statement in the response that is accurate.  I only spoke to Mike about 2 minutes and he DID NOT call me back.  I did leave voice mails and spoke to others in his office that were to give him the messages.  I did speak to Cara on the day he said and at that point I still did not have an answer from him, and she called him (he was out in the field), got his response and relayed it to me.  SHE was the one that suggested I take it higher up.  She told me they could not adjust prices.  

  Trent, the gentleman (Trent) wrote the contract specifically said the contract could be adjusted if it took shorter than 4 days.  The contract said it was a 4 day project.  My argument is that it would have been done in 3 (maybe 2 1/2 days if they would have had the 3 workers Trent said. The 3rd day, workers left early since they ran out of material, and 4th day was only 2 hours.  My husband is also following along on this concern, has been present with my multiple phone calls, was there to understand the contract, and also does not agree with the accuracy of Mike C******** response.  I do have phone records documenting my multiple calls to RotoRooter, the phone call from Mike and documentation there was no return call.  I also have a contract with the 4 day duration.  Regards,
  
  
  
  ****** ****
  
  

  Customer Answer

  Date: 04/01/2023

  There was no receipt for the final payment.  The workers took my credit card numbers and charged it.  Do you want a copy of those?

• Initial Complaint

  Date:03/18/2023

  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 12/19/2022, Deyvi (Tech #****) from Roto Rooter arrived at my mothers house to unclog a drain pipe. Since he had to run the snake 35 feet in the pipe, he quoted verbally around $475. After unclogging the pipe, he told my 75-year-old mother that he had to bring the 1 1/2” ABS piping coming out of the concrete floor up to code. He said “it must be 2” PVC, and it has to be done per code.” My mother agreed to it, not knowing any better. For an additional $1342.48, Deyvi used a 2” rubber mission coupling, 2” Y with cap for a clean out, 2” to 1 1/2” reducer, and 6 feet of 2” PVC… Straight vertical route. A total of $1817.48, invoice #***********. I talked to the city of Inver Grove Heights, plumbing inspector, he said “ unless a major repair was being done, It didn’t need to be brought up to code,” “ drain cleaning is not a major repair.“ He also said, if a code correction was needed there should’ve been a permit pulled and an inspection performed, none of which was done. The real horrible part of this was my mother was too embarrassed to tell me that she had been taken advantage of. I called the company at ###-###-#### to complain, left multiple messages, but no response.

  Business Response

  Date: 03/20/2023

  Hello, I have spoken to Mrs. ******** son and will be refunding the plumbing portion, $1342.48, of the invoice that was charged for customer service.   

  Customer Answer

  Date: 03/29/2023

  Better Business Bureau:

  ****** from Roto Rooter responded quickly to my BBB complaint and took care of this issue by refunding the plumbing charge of $1348.42 to my mother.
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** ******
  
  

• Initial Complaint

  Date:03/17/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dec 13, 2022 we had a clog in a basement pipe that caused water to back up from our basement toilet. We called Roto Rooter to unclog the pipe. Before the Roto-Rooter plumber showed up, the Roto-Rooter Water Restoration team arrived and said we needed to hire them for remediation and that the insurance would cover all costs after our deductible. My husband initially said no but the plumbers came and said we really need to hire them to do that work. Roto Rooter Water Remediation insisted we pay them our deductible up front. We contacted the insurance company and the adjuster came out and recorded all of the damage, as well as the photos provided by Roto Rooter WR. The entire area of carpet damaged was only about 4 ft by 4 ft and in the bathroom some water remained on the tile. This is also shown in the pictures. Roto Rooter is claiming they cleaned 752 sq ft of carpet. Plus tons of other erroneous charges like needing a dump truck, the workers changing clothes and wearing a respirator (never happened); leaving way too many fans and dehumidifiers - so much so that we had to turn them off because the entire house was getting too dry - again this was only a small part of carpet and tile with water damage. Our insurance company came up with a settlement and its very generous; however, Roto Rooter is not willing to accept the settlement and is trying to bully us into paying for services above and beyond the scope of the job. Our insurance settled for $4837.43 and Roto Rooter is trying to get over $10,000. from us. They are threatening to put a lien on our property and send our account to a collections agency. I cannot understand how they can get away with these business practices. We are honest, diligent paying customers - have never experienced something like this.

  Business Response

  Date: 03/20/2023

  On 12/13/2022 Field supervisor 7008 arrived at the Davis’
  property. Upon arrival he discovered that Category 3 water (sewage) overflowed
  from the toilet into the finished basement. After 7008’s assessment he opened
  an insurance claim with **** and ****. Once the claim was filed techs **** and
  **** were dispatched to the property to start the mitigation job. 0564 determined
  that the carpet was cross contaminated (see photos) which justified all the
  carpet to be removed due to the category of the water. Lisa Davis signed a document
  requesting all the carpet and pad to be removed due to cross contamination (included
  in photos.) Upon completion of work the Davis’ then signed a Satisfaction form
  stating that they were satisfied with the work that was provided to them. The
  insurance company and Roto-Rooter never came to an agreement, insurance company
  stating that the only section that was “wet” was very limited while not taking
  into consideration of the cross contamination of sewage water. As of 3/20/2023
  the Davis’ have an outstanding balance of $8,103.39 owed to Roto-Rooter for
  mitigation services performed on 12/13/2022. Roto-Rooter is willing to come to
  a settlement with he Davis’ for a total of $9,375.84 which would leave a
  balance of $6,875.84 owed to Roto Rooter. 
  
  Attached are photos and signed documentation.
  
  Additional documentation can be provided upon request.  

  Business Response

  Date: 03/21/2023

  Roto Rooter and the insurance came to an agreement on 3/21 for a total of $6,124.99. The Davis' will be relieved of any overages after the total of $6,124.99 is paid. Attached is the email provided by Selective's Insurance adjuster. 

  Customer Answer

  Date: 03/27/2023

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

• Initial Complaint

  Date:03/17/2023

  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.

  Regarding invoice ***********
  
  I have had a number of service issues with Roto Rooter. I have been trying to contact Mark A*********, Manuel D****, and Aurora R**** about my issues but they have been unresponsive.
  
  First, hours worked are overstated. Overtime work was 1.25 hours, regular work was 2.5 hours. I'm not ok paying for commute time. On the first night, the technician (******) didn't even do any demo work even though I wanted him to. He chose to drive back the next day. Also, charging for commute was never disclosed to me.
  
  This is the main problem: ****** did not explain that the machine was draining water in the laundry room. I never knew water was leaking and one day found the hose leaking water onto the floor. I don't know when it began leaking. The technician was there Saturday morning and I found the water Sunday afternoon. The water had leaked down into the ceiling below because there was a new moisture spot and the area that was being treated went from 10% moisture on Saturday morning to 15.8% on Monday (I have pictures from the technician).
  
  There are a number of issues with ****** and Mark being unprofessional. Very disappointed with the service and communication. I can provide detail when contacted by RR.
  
  Desired outcome:
  1. Remove charge for 24 hours of use of the 2 kitchen machines since the ceiling got more moisture (Friday - Saturday) or 18 hours of these machines before demo was done.
  2. Remove charge for 48 hours of use of the 4 laundry room machines since the ceiling got more moisture (Saturday - Monday)
  3. Reduce total charge for new damage that was RR's fault. There appeared a new water spot on the ceiling in the pantry. I texted Mark A********* about this and he ignored me. I would like a $600 reduction of my bill for this.
  4. When scheduling the appointment I was told that I would be charged $100 and if I had any work done, it would be credited to my bill. I paid the $100 to the plumber who came out and never received a credit.

  Business Response

  Date: 03/18/2023

  Customer is looking for a 700.00 discount after receiving a check from the insurance company. Explained to customer we are not allowed to discount insurance claims after customer receives a check from there insurance it would be fraud. He wanted us to adjust his claim, his insurance has already approved our claim and has issued the customer a check for the full amount.

  Customer Answer

  Date: 04/25/2023

  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.

   

  Roto rooter did not contact me to resolve this. I had contacted them before explaining that ****** the technician did not explain to me that the dehumidifier was leaking water. He rushed and did not provide me details on what he was doing. Every time I saw him he complained that he had too much work to do and since he rushed in and out of my house so quickly I really didn’t have any idea the water was leaking or how the machines worked.
  
  
  Regards,
  
  
  
  Christopher C*******
  
  

  Business Response

  Date: 04/25/2023

  Customer failed to oblige with the Customer Equipment Responsibility form, specifically stating: "customer is not to move or turn equipment off." Customer moved a dehumidifier from where our technician placed it, causing the drain plug to come undone. 

• Initial Complaint

  Date:03/16/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 1, 2023. I called Roto Rooter because an inspector had noticed a leaky pipe under my house. They sent a girl plumber out that was certified to go under house. I showed her pictures from inspector, but she said she had to wait until partner came to go under due to ********** law. She would not give me a written estimate. She said labor would be 400 dollars an hour. I thought it was high at that but knew I had to resolve leak. After she went under house , she told me it was not bad &water restoration was not needed &price would be alot less. She said she had to go to store for parts. She &partner left &came back &then said they bought wrong parts! They left again. Returned & said they only replaced 6 inches of pipe! They said it was ABS pipe , which is cheap. She wrote up bill & said I owed 3223.47! I asked how much was parts? She said they were expensive &over $300.00. She said she charged me 3.5 hours labor but bill showed 7 hours labor! She had charged me $400 per hour per person! She had not informed me of that at beginning. I was expecting 400 per hour total, not 800! I questioned her &said that she had not informed me of that. She just said sorry. She told me it was 1 year guarantee but marked paper 6 months. Then she said I just bought couple years! So it didn't even sound like they did a good fix! Left 5 messages on 5 different machines at company &no one returned my calls! I had another company check their work because I felt they may not have done good job. That company said parts would have been about $100 and total bill about $500. So Roto Rooter is grossly overcharging people! They are PRICE GOUGING! I WAS OVERCHARGED BY $2700! This is unacceptable. I paid the bill so they wouldn't put a mechanics lien on my house but their business practices need to be addressed. They charged 400/hr for second person to peer into crawl space in case repair person needed help & 800/hr for both of them to run to store! Refund due to me should be $2700!

  Business Response

  Date: 03/20/2023

  Hello,

   

  After detailed conversations with ******, it has been determined that there was a misunderstanding on the labor rate PER PERSON per hour.  That said, Roto Rooter and ***. ******** have agreed upon a $1,400 refund to be issued to the customer.  We have also conducted training on our with our team to help prevent such misunderstandings in the future.

   

  Thank you,

   

  John R*******

  Customer Answer

  Date: 03/25/2023

  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:03/16/2023

  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.

  My homes water main pipe was “repaired” July 2022 and is under a 1 year warranty, by Roto-Rooter in ***********. The pipe began to leak again and it took several weeks for them to fix the problem. They avoided my calls then, and are now avoiding my calls because I would like documentation of what was done the 2nd time and new warranty documents. The 2nd repair was done on 2/15/2023, i have called and left messages several times since then, asking them what was done and for a new warranty beginning on that day. Whenever I do get someone on the phone and they think I am a new customer, they guarantee someone will be out for repairs quickly, but the moment they realize I am under warranty, I am avoided. On several occasions, prior to the second repair, I was told a technician will be over to my home to assess the issue, and no one showed. I lost time from work because of that.

  Business Response

  Date: 03/24/2023

  Customer’s voicemail message received 03/13/2023.  Customer’s voicemail request stated he wanted copy of
  his invoice when water line was installed.  Customer was sent an email copy of original invoice on 03/17/2023.  Received email response from customer on
  03/23/2023 stating their request is for recent repairs performed in the month
  of February 2023.  Spoke with customer by
  phone 03/24/2023 and advised second requested invoice will be provided by
  03/29/2023.

• Initial Complaint

  Date:03/16/2023

  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 paid $418 cash and I still have a problem with the services rendered. They said they would not come out because they did not have a receipt for the work done. I'm trying to get the problem rectified.

  Business Response

  Date: 03/16/2023

  I talked to the customer and we will send another tech out to assess situation.

  Customer Answer

  Date: 03/27/2023

  I would like a refund it's been too long and when they talk to me they were going to send someone out to the message that you guys have sent but I just prefer a refund and take my business somewhere else

  Business Response

  Date: 03/27/2023

  I spoke to a person at the number on the complaint, he said that ** ********* was in the hospital. I let him know that we are more than happy to send out a tech but need to know when we can come. I also told him we tried call for three days when the original complaint was put in and got no return calls. We are waiting for ** ********* to call us and let us know of his avialability and we will send out a tech to resolve the situation. 

• Initial Complaint

  Date:03/15/2023

  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 March we had an agreement with Roto -Rooter to replace a crushed sewer pipe the cost would be $6,450 dollars. The company came around 10:00 that morning. It was at that my husband and I talked to James R.We discussed his job and that he was permitted to cut a brush back. He very willing agreed.Mr.  proceeded with the job as my husband stayed in his truck that morning because he is undergoing chemo treatments. In the meantime Mr. broke our irrigation line which we are sure if it works correctly now.( He was suppose to have repaired it.) My husband grew tired and went inside the house and stayed their for the remainder of the job. Around 1:00 I arrived back home within a few minutes later there was a knock at the front door. It was Mr. **** trying to force me to sign the contact without looking at the job. I Insisted on looking at the job . I was totally shocked ! I refused to sign the contact but my husband did and gave him the check. I called mr. ****** boss about the problem he stated he was not response for the 30 year old healthy brushes. His second response was, he would send out one of his staff people to rake the grass. The damage to the yard was$2,000. Our homeowners insurance does not cover any damages. *******************  phone *** *** ***** Thank you

  Business Response

  Date: 03/15/2023

  Spoke with the customer and explained position. Contract stated up front that some bushes needed to be removed in order to access the sewer line to make the necessary repair. After the conversation, customer understood the position of Roto-Rooter and has agreed to close out the BBB complaint.

  Customer Answer

  Date: 03/22/2023

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

• Initial Complaint

  Date:03/14/2023

  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 paid for Roto Rooter to replace my hot water heater and get the permit. The company did replace the hot water heater, but failed to get the permit needed. I have since contacted them about this but they are not responding to my calls. I eventually spoke to rep from the call center and they were very rude to me,

  Business Response

  Date: 03/22/2023

  we have given the customer a refund of the permit cost.  The customer has sent us a letter that is releasing us from liability of permitting issues.  This situation has to do with the city of ******** and the requirements between them and the customer.  i have spoken to the owner and have refunded her credit card.

  Customer Answer

  Date: 04/05/2023

  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,
  
  
  
  ****** *****