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:03/13/2023

  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.

  The first proposal was 9/23/22. Per the proposal They were to replace entire line outside home and picote restoration inside slab. The cost 12,971.00. They started the I thought completed the job with $9000.00 cash in hand. I was impressed they'd start the job without all the money. Of which I'm making payments on the remaining $2,171.00 The problem was sewage backing out the cleanout onto the yard. Todays date 3/13/23 and I have the same problem. Apparently, they know what the problem is but won't tell me the truth. I keep calling and i get "oh didn't anyone come by yet?" Or I get not response from my text. When the 15th rolls around I get a call to make a payment. I just purchased this home in July only to be stuck with poor and substandard plumbing.

  Business Response

  Date: 03/16/2023

  I have called the customer for three consecutive days to work to set up additional service for her problem.  She has not returned my call so far.  I also sent her an email to the one we have on file ([email protected]) and am waiting for a response from the customer to work to set up service to come address her problem. 

• Initial Complaint

  Date:03/13/2023

  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.

  First called Roto-Rooter out on 8/9/22 due to an issue with water overflowing from my overflow valve coming from my main sewage line in front of my house. First the snake machine was used, and I was told that it wasnt working so they were going to bring the water jet machine to flush it out and that it would cost extra. I agreed and that machine as used. Afterwards it seemed this issue was resolved and I was told if I had any issues within a 6 month period to contact them and they would come back out. I was charged $631.95 for this service. It was fine until near the end of the year in december when it began to back up and overflow again so I contacted them and they came out on 12/28/22 to jet it out again. This seemed successful until a couple months later I started having the same issue yet again.
  I contacted the city of *** ***** as I thought it might be an issue on the city's side of the sewage line. They investigated and told me it was not an issue on their end but my main sewage line leading from my house is much longer than usual since it was an older line, leading to another street nearby. They said If I could get someone from roto-rooter to come back out they would meet up with them to figure out the issue so it can be resolved.
  
  I called to ask if they could come out to cooperate with the city to resolve my issue that wasn't ever truly taken care of and was told I would be charged full price again if I wanted them to come out since my 6-month warranty was up. I was charged over $600 and despite my issue not being completely resolved I'm being told I would be charged again if I want it taken care of. I am extremely frustrated with the whole situation at this point and would greatly appreciate this problem to be taken care of in some way. I'd honestly just prefer cooperation to finish the job but if that can't be done I'd just like my money back because the service ultimately did not solve the problem.

  Customer Answer

  Date: 06/15/2023

  Not told it was an IC. No contact from anyone. 

  Business Response

  Date: 07/03/2025

  We performed a service that was effective and provided a 6-month guarantee. This service provided a relief of the problem and resulted in the full use of all facilities. The line’s length exceeds the capacity of mainline machines, result in the requirement of the hydro-jet service to reach the problem area. When you called on December 26, 2022, due to being backed up again, we honored our warranty and performed the hydro-jet service again to restore use of all your facilities. You then reached out in March of 2023, due to the problem presenting itself again. At that time, the guarantee we provided had expired. There was more going on with your line and required additional services to attempt to determine the root cause for the issue you were experiencing. The cost of these additional services was different from the service we already provided and you, at that time, declined to proceed. 

• Initial Complaint

  Date:03/12/2023

  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.

  This will require a phone call since there is so much information to my complaint. Original appt. 01/02/23 started with me being blown off by the company and I had to track them down for service. I wanted to stick with this company so they could reference prior work at my home. The first week ended up with multiple technicians at my home with my issue not resolved and in fact was made worse. After 4 days, I got a supervisor involved that explained I needed a new main sewer pipe which was $18,000. I put my faith and trust in their proposal and took on the project. They ended up breaking my water main in the process and after the new pipe was installed, I still had backup in drain in the basement. Then a hydrojet technician had to be sent the next day and a clog was discovered that was cleared. So, why did i have numerous unqualified technicians not discovering this clog for days and then their solution was the 18k project when in fact it was the clog discovered a day after the new pipe was put in? Now I'm back to this project again because the clean out drain in the front yard was installed crooked and it's too low in my yard and will be buried under dirt. Their backfill process is a mess as well. I called same supervisor again regarding this about 2 weeks ago and again, they are not calling back and I'm going to have to chase after them. As I mentioned in the beginning, there is so much to this story, all the stress I went through, time off of work, not be able to use water for days. Lots of negligence on their behalf, terrible service and recommendations for services not needed right away, them not being able to provide all the documents for the services that were done. I will gather what I have and try to upload attachments or I can provide via email if someone is going to get back to me or investigate this. Some reference info, Customer # *********, Invoice # *********. Supervisor was Tony B***** ###-###-#### or cell ###-###-####

  Business Response

  Date: 03/14/2023

  Roto-Rooter has spoken with this customer directly regarding their concerns. We have explained the clog was located after the bellied section so it was only discoverable after the prior section was repaired. She understood. 

  Roto-Rooter also performed a site inspection immediately upon receiving this complaint and agree with the customer regarding the state of the cleanout placement. We will be returning to correct 3/15/2023 at no cost to the customer. 

• Initial Complaint

  Date:03/10/2023

  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.

  After a rainstorm at my rental property at *** ** **** ***, ********, IL, my young renter called me in ******* to say that the storm sewers in the area had backed up and there was water in the basement. He called Roto Rooter and had the technician, who was scaring him, speak with me on the phone.
  
  Even though storm sewers had backed up throughout the neighborhood as happens there after torrential rain, the technician claimed that a pump needed to be replaced. He quoted me $1500 to include clean up of the basement and crawl space and I agreed. Later a second Roto Rooter technician called to say that I needed to replace a different additional pump and that the total would now be $2850. Although ejector pumps cost as little as $150 and sump pumps $250, Roto Rooter charged $1349.50 for them plus $1786 labor before subtracting $285.50 in repetitive charges.
  
  After Roto Rooter left the job, my tenant informed me that even though the first technician promised a clean up, Roto Rooter had, despite replacing two pumps, failed to remove the standing water and did not clean up at all.
  
  I attempted to resolve the dispute by calling Roto Rooter repeatedly on 2-10-23, and was routed through operators who were unfamiliar with the job and not local; eventually I was connected with the second technician who sold me the additional pump. He said despite the first technician’s agreement, there would be no cleaning and the bill stands at $2850.
  
  I got a last minute flight to Illinois to clean the basement myself. I lost a renter due to Roto Rooter overstating the problem and scaring the renter to authorize service, then dishonoring its agreement to clean.
  
  Roto Rooter overcharged for parts (if the pumps genuinely even failed) and did not perform the labor they said was included in the bid that induced my agreement. Between the loss of a renter and travel/cleaning expense due to Roto Rooter’s failure to honor its agreement to clean up alone, I am out over $2000.

  Business Response

  Date: 03/14/2023

  To begin our response to this complaint it is imperative to
  clarify, the City of Elmhurst does not have a combined storm and sewer system.
  This means storm water and sewage drainage do not share a common city pipe.
  This means storm run off does not affect sewage drainage for a resident as the
  complaint is attempting to refer. To confirm, “torrential rain” does not cause
  the City of Elmhurst sewers to backup into resident homes. Storm run-off and
  sewer drainage are separate in the City of Elmhurst.
  
  On 2/10/2023 Roto-Rooter was contacted due to a backup of the
  basement floor drain at this property. A floor drain is part of sewer drainage,
  not part of storm drainage. Roto-Rooter dispatched a rod technician suspecting
  the backup was due to a blockage for which rodding would restore proper sanitary
  flow. Once onsite this technician identified a sewage backup as the result of a
  failed Ejector Pump. Ejector pumps only pump sewage, they have zero impact on
  ground/storm water. This technician recommend a plumber to perform the pump
  replacement to return proper sanitary flow.
  
  It’s worth noting here, the Illinois Department of Public Health
  requires all properties with human habitation to have proper sewer drainage – Section
  890.170. Failure to have proper sewer drainage may result in the property being
  held against plumbing code for the State of Illinois and may be condemned as
  inhabitable.
  
  Once the plumber was onsite, it was identified the sump pump
  for the property had also failed. Sump pumps work solely on ground water, they
  have zero impact on any sewage drainage.
  
  Multiple pump failures result in multiple drainage issues
  for this property.  Roto-Rooter advising
  on these conditions is not fear mongering as the complaint is attempting to
  state but should be understood as service professionals responding to a service
  request, advising on the current situation, and providing appropriate
  recommendations to maintain the habitable condition of the property.
  
  Included in this response is a copy of service contract
  25-24797204. This contract details exactly the services authorized to be performed
  by Roto-Rooter and the costs associated. As you can see in this contract there
  is no statement of Mitigation (clean-up) services. It’s worth noting here, any/all
  remediation performed by Roto-Rooter is directly in accordance with IICRC guidelines,
  including Xactimate specification of service and correlated pricing. As this industry
  is HIGHLY regulated, with the IICRC designating each service to be performed based
  on the category of loss, at no point are remediation services included with repair
  services. This is further evidenced by no inclusion of remediation on the signed
  contract for service.
  
  Additionally, regarding costs for service. Roto-Rooter is a
  flat rate company, with corporate issuing pricing for technicians to follow
  across the country. All costs are quoted and authorized before services are
  rendered. Roto-Rooter pricing is separated by Residential (single family, owner
  occupied residence) or Commercial (business, multi-unit residential property,
  and/or rental properties). In this instance, the customer was billed the residential
  rate as a courtesy vs the commercial rate. Residential Labor Rate to replace a
  sump pump is $743, Commercial Labor Rate would have been $818. Residential Labor
  Rate to replace an ejector pump is $1,043, Commercial Labor Rate would have
  been $1,143. That is a savings of $175. Roto-Rooter also provides a “Multiple
  Service” discount for customers completing more than one service in a visit.
  This additional discount of $285.50 brings total discount for services to
  $460.50.

  
  Parts are billed with a standard 1.8 markup on cost. This
  markup is a standard business practice from retail to service, even non-profit
  organizations will mark up their cost of goods and services to offset operating
  expense. Actual cost of parts for this service: $749.72.
  
  To confirm, as contract for service solely details
  replacement of both failed pumps and does not include any Xactimate specifications
  for Water Remediation Services it is understood Roto-Rooter was not contracted
  to perform any remediation or “clean-up” of this property; therefore, no refund/compensation
  is due for the failure to perform these services. Additionally, labor costs for
  services are accurate to Roto-Rooter pricing with discounts applied; therefore,
  no additional discounts are warranted for these services. Further, cost of
  parts have a mark up of 1.8. This is a standard business practice; therefore,
  no refund/compensation is due for these costs.
  
  It is unfortunate this property experienced multiple pump
  failures resulting in multiple drainage issues; however, the property condition(s)
  is not the responsibility of Roto-Rooter the service provider who arrived after the failures; therefore, any
  loss of renter due to this property condition would remain the responsibility
  of the property owner.
  
  Roto-Rooter sympathizes with this property owner and understands
  drainage failures are a frustrating situation, often costly to repair, but we
  have performed all services as contracted and offered discounts at the time of
  service. Regrettably, there is nothing further we can do to accommodate this
  complaint and consider it closed. Please note: this service comes with a  1yr labor guarantee from Roto-Rooter which
  will be honored.

  Customer Answer

  Date: 03/21/2023

  Roto Rooter was dispatched to rod out the blocked sewer line.  I am out of state and did not see the written contract that my tenant signed but I did speak with the Roto Rooter agent who was on site with the tenant while on speaker phone with my roommate and he clearly promised that clean-up was included in the bid to clear the line and replace the ejector pump.  Only later when there was no cleaning done and I tried to resolve the issue with the company, did a different rep inform me that there would be no cleaning.  Subsequently, when the problem resurfaced, did we learn form an independent plumber that Roto Rooter didn't even rod the sewer line to clear it.  Nor did they install a working ejector pump.  My tenants lost use of the laundry and downstairs toilet and I lost $1500 in rent.  I had to fly up r to Illinois from Arizona to clean up, and another plumber had to rod out the line (bill attached).  Roto Rooter had to be recalled to install a working ejector pump under its warranty.  At this point, I am seeking a full refund.

• Initial Complaint

  Date:03/08/2023

  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 called Roto-Rooter and a plumber came out the following day on Christmas Eve. Upon finding the crawl space flooded the plumber redirected me to their water damage department.
  The manager of the department said he could come out on Sunday (Christmas Day), but later called me again saying Monday. I told him that I really wanted this taken care ASAP and that I was going to shop around for alternatives... The manager changed his mind and said he could find a crew for Sunday after all, but he couldn't secure a pump truck. He said that this was OK because he had alternatives.
  Three people spent Christmas Day pumping water from the crawl space and dumping it into the sewer line clean out on the side of the house. At the end of the day they admitted that the water was going back in the crawl space because the sewer line was broken. On Monday a crew sat around the house until 4pm when Roto Rooter eventually secured a pump truck for proper extraction and removal of the standing water. After water removal they proceeded as planned with cleaning and drying as listed in the contract.
  I think this was a deceitful behavior, wasting everybody's time just to get me to sign a contract with them while not addressing the problem.
  Now let's talk about the contract.
  The manager had me sign a contract ("work authorization") with an estimate ("xactimate") stating: "We estimate the total price we charge will be between $14,800 and $16,300, but the actual price will be based on our actual work and could exceed that estimate". Eventually they presented me with two bills totaling $24,489 for pumping water out of and sanitizing of the crawl space.
  I think that this is also deceitful practice. The final price tag cannot be so far off from what is provided as an estimate at contract signing.
  I told Roto-Rooter that that bill is unacceptable, but they do not appear to be hearing reasons.

  Business Response

  Date: 03/17/2023

  We attempted to reach out to this customer to discuss his invoice and options, we checked with his insurance company for a claim we helped submit and he received a payment from them.

   

  We wanted to discuss with him and his insurance but he has made no attempt to contact us, we also have sent multiple Emails.

  Customer Answer

  Date: 03/20/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this is inaccurate.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ***** ********

   

  ***** **** ** *** *********************** ** ****** *********
  
   

  Hello,
  
  
  I can't find where I can add comments/updates to the complaint summary page, so I hope you can use this message as appropriate.
  Following your communication with the business (Roto Rooter), I have been contacted by the GM by both email and phone.
  The General Manager was very personable and has received my grievances. He has also proposed a bill adjustment in line with the original signed contract, and I have accepted to make a final payment accordingly.
  
  
  I am grateful to the BBB for helping me reach a satisfactory resolution. Thank you!
  
  
  Best Regards,
  *****

• Initial Complaint

  Date:03/07/2023

  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.

  On the evening Sunday March 5 I called Roto-Rooter because their website and advertisements claim after hours appointments at no extra fee. The operator could not give me a quote, but said that she could get someone over there the following day I was glad that they could get out there the next day, and agreed to have them come take a look.
  
  Monday I received a call from someone identifying himself as the manager first thing in the morning, who said he was trying to figure out which door to knock on. I was surprised at this, since their claim is that they will have the technician call 1/2 hour prior to arrival.
  
  Later, the technician called me, said he would get the line cleared, and gave me a price, I agreed, and was charged for service to clear the drain line. That was the last I heard from anyone at Roto-Rooter of their own volition.
  
  Later that day, my tenant called me and said the basement was still full of fecal matter and toilet paper. I called the "manager" from the morning, he said they don't offer clean-up, despite the website stating otherwise, but didn't inform me that they never actually completed the initial drain service.
  
  March 7 I went to the house to clean up myself, what was left by the technician, to discover that the drain line had not been cleared. I called, and asked them to come fulfill their service guarantee. The first operator hung up on me. I called again, this time the operator said he would have someone out within the hour.
  
  Later, I called my tenant and found that no one came for the confirmed appointment between 2:09 and 3:09. I called again, they passed me around to several people, said it was a "technical glitch", claimed their techs to have special expertise and it needed to be scoped at additional cost, but they didn't even fulfill the initial service, and refused to put me in contact with anyone who could resolve the issue by either fulfilling the service I paid for or refunding my money so I can hire a more capable business.

  Business Response

  Date: 03/15/2023

  I spoke to this customer last week, I apologized for his dispatching issues, I also asked if he was still backed up and he said he was, I offered to have a tech come out and clear the line. He told me he hired another company and they took car of him. He was fully refunded his money. At that time, I offered to have water restoration come out and told him their was a cost to have sewage backup cleaned. He refused and told me at that time he no longer wanted to do business with our company. I tried to explain to him that water restoration was an additional charge and he no longer wanted it.

• Initial Complaint

  Date:03/02/2023

  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.

  On March 2, 2023 I requested service from Roto Rooter for my laundromat in ************ ****. The technician arrived and told me the line needed to be hydro jetted and it would cost $1225. I asked him if he was going to clean the line all the way to the main. He said yes and that's what I expected to have done. He tried two drains and never got the hydro jet nozzle in more than 6ft. That did get the water flowing again, but he said due to "scaling" on the pipe he couldn't run the jet to the main....but he still charged me $1225 to hydro jet 12 ft of pipe. About an hours worth of work.
  I called the office to see if they would do anything and they told me that they charge by the job and not by the hour. I told them they didn't do the "job" they said they would do
  I didn't expect them to do it for free, but to charge full price for a job they only did 1/16 of isn't right.

  Business Response

  Date: 03/03/2023

  As we informed the customer are pricing is per job not length of pipe or time.  When jetting we would clean the line with high pressure water and the clog may have only been at the 6 ft mark but the water pressure would continue beyond that point and easily would have went the full 12 feet since the line was opened and cleared.  The customer contacted us to open and clean his sewer and we did that for the agreed price prior to starting the work.  The customer also has a 30 day warranty should they experience any additional problems with the work, so at this time a refund is not warranted.

• Initial Complaint

  Date:03/02/2023

  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 this company come out to unclog the sewer drain in Oct 2022. It is now March 2023 and the drain is clogged again. They are voiding the warranty because I denied a camera check at time of repair. That was false because the tech did not have a camera. Now Anita in ******** is stating that they called me and never left a message so they are voicing the warranty. This is a scam to get you to use their service. Treating disabled vets like trash

  Business Response

  Date: 03/03/2023

  The customer received a main line service 10-18-22 by the drain tech (********).  We then set out a video inspection ticket (********), but the customer never returned the tech's calls (from 10/18 to 10/26) to complete the video inspection process.  Without being able to inspect the line, Roto-Rooter would not be able to confirm the line condition and whether further action (it's fine, needs line jetting, spot repairs, re-line, replacement) would be necessary.  As the customer did not return the calls from the video inspection tech, the ticket was closed out NO GUARANTEE.  Please see the email attached that was sent to the customer, accordingly.

  Customer Answer

  Date: 03/03/2023

  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 was out of town and no way to contact service. This should have been done at time or service or at least scheduled.  I never received notification that warranty would be voided. Also request proof of contact other that “hearsay” from their employees.

  Business Response

  Date: 03/13/2023

  Please see original notes/comments from our technical trying to contact *** ***** on several occasions to schedule the camera back in October 2022. Since *** ***** has opened the complaint on March 2nd, management has reached out to him on several occasions both verbally & by email for him to call management and *** ***** has not responded at all to any of these requests. 

• Initial Complaint

  Date:03/02/2023

  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 27th a technician from Roto-Rooter was supposed to come out and snake our drain. They never showed up the first day, then they were supposed to come out Feb 28th between 10am and 2pm. They showed up at 1:55. He pulled our basement toilet and told us we weren't able to use the water or upstairs toilet. He snaked the toilet for about 4 hours then ultimately decided he didn’t have the right tools for the job. He told me someone would be out later that day to finish the job, nobody ever called or showed up. We ended up calling and they rescheduled us for 8am on March 1st, ultimately nobody ever called or showed up. I never paid but the mess they left was unreasonable along with leaving our toilet off and telling us we couldn’t use the washer. The same day they called and told us none of their technicians had a long enough snake so basically they told us “sorry we can’t do it”. We ended up just telling them to forget it and we called a more competent company.

  Business Response

  Date: 03/06/2023

  We were not able to cable the length of the line unfortunately. Only other option would be to put in a cleanout to shorten the run. Customer was not happy with our service due to not being able to complete. 

  Business Response

  Date: 03/06/2023

  We were not able to cable the length of the line unfortunately. Only other option would be to put in a cleanout to shorten the run. Customer was not happy with our service due to not being able to complete. 

• Initial Complaint

  Date:03/02/2023

  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.

  Date: February 11, 2023
  Company: Rotor-Rooter
  Purpose: Plumbing Works (Sink faucet leaks in Kitchen & water running in toilet)
  Problem: Overcharged
  For more info., please see attached document

  Business Response

  Date: 03/02/2023

  I have attached the signed contract approving the work that was done.  This contract was signed and approved before we began the work, which is our standard procedure. To get approval before we begin the work.  All work was done as agreed, paid for at the time of service, and done to code.  

  Business Response

  Date: 03/13/2023

  As we previously stated, the contract was signed and approved by the customer, before the work the was done, we performed the work, and then received payment for the work that was performed.  Nothing was done wrong here.  WE don not charge by the hour, but charge by the job.  This was explained to customer before the work was performed.  

  Customer Answer

  Date: 03/21/2023

  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.

  
  

  I already made it clear with my complain statement that I
  felt I was tricked into signing the contract. I stated that the first man who
  inspected my bathroom, using the detector, told me there's some works need to
  be done underneath the floor after detector show the red color which means poor
  condition. After that, I assume 2 plumbers including **** were working in that
  area in addition to the toilet and the sink faucet.

  
  
  

  As I mentioned in my statement, they worked for
  approximately 3 hours, not counting the time they had 2 round trips to the
  store (they got the wrong part during their first trip), the estimation, and
  approximately 20-25 minutes between the time they complete the job and the time
  ****** trainer handed me the contract. In the contract, it didn't mention how
  many hours they have been worked and what is the rate per hour. I spoke with
  ***, the manager at their branch, 2 days later and he said the rate for the
  labor is $400.00 an hour (it's still very high in my opinion), and if that is so, the
  charge for total hours of labor should be $1,200. Instead, they charged me
  $1,000.00 more.

  
  
  

  Their only response was attached the contract that I signed.
  They failed to explain the reason why they overcharged me for their labor and
  no mention of the cost of labor per hour in their contract. ****** writing is illegible,
  and I felt the contract doesn't look professional. 

  
  
  Regards,
  
  
  
  *** ******