Complaints

This profile includes complaints for Roto-Rooter's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Roto-Rooter

  2125 Montana Ave Cincinnati, OH 45211-2741

• 

  Roto-Rooter Plumbing & Water Cleanup

  3603 Metro Pkwy San Antonio, TX 78247

• 

  Roto-Rooter Plumbing & Water Cleanup

  12034 Exit 5 Pkwy Fishers, IN 46037

  
• 

  Roto-Rooter Plumbing & Water Cleanup

  3 Alan B Shepard Jr Pl Ste A Yonkers, NY 10705

  
• 

  Roto-Rooter

  5115 7th Ave Kenosha, WI 53140

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:01/11/2023

  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.

  June 2020 I called Roto-Rooter to clear a clog in the sewage pipe. They fixed it and I paid. Over the next two years, my daughter would often visit my house and say she smelled gas or a weird smell. We would check and there would no burners on and no gas pilots on. It was not until this week January of 2023 that my daughter noticed a perfectly drilled hole in my sewage pipe. Apparently, the tech from Roto-Rooter put a hole in the pipe to clear the drain but did not tell us or plug the hole. I had to ask another tech who was working on our heater what on earth was that hole- he shared that it was dangerous because it was allowing sewer gases to escape inside of the house. When we called Roto-Rooter to tell them about the hole and asked if they could plug it up. We were told no that they do not plug up holes- we would have to find a plumber.

  Business Response

  Date: 01/12/2023

  Sending tech to place repair plate on pipe. 

  Customer Answer

  Date: 01/12/2023

  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.  They have fixed the hole as of 1.12.23 no charge. Thank you.
  
  
  
  Regards,
  
  
  
  **** ******
  

• Initial Complaint

  Date:01/10/2023

  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.

  We hired ROTO rooter to snake a drain clog on the morning of 1-7-23. They snaked it but pushed the clog further, we found out later when our basement flooded with sewage out of a main drain in the floor. I have emails detailing the 48 hour nightmare with them.I simply don’t have enough room to detail here.I will summarize and would love to go over the details I sent to their Customer Service Manager Pat S. In short, my basement flooded shortly after the 1st visit.They gave me the runaround for 2 days while my family with a young daughter breathed sewage waiting for them to show to fix their error when they knew they were never planning on returning to finish/clean up their mess for no charge. This all stemmed from the second technician showing up 24 hours+ after my basement sat with sewage and no usable water in our home.I stated I wanted a full refund and also for them to finish the snake for free.He said the manager, ******** said I had to choose a full refund OR them finishing the snake for free(and they also refused to pay for any sewage cleanup as well) AND I also had to sign a form waiving all of their liability, I refused. I said I wanted both done and he said he was done and just left. Another 24 hours go by, they say their coming. They never do. My husband rescheduled his work flight at an increase cost as well as missed a whole day of work which was a lot of income, in our good faith they would show.They never did nor were they planning to. Their childish antics cost my family 1200$ total as I’ve added the flight increase/wages/paying a different plumber to finish their error that flooded my house/ and sewage cleanup they caused but never cleaned.They did refund my initial payment but I endured more costs due their direct negligence and never finishing. I am willing to negotiate but I do feel I am entitled to a portion considering the financial hardship and sickness we endured due to the direct negligence of ROTO Rooter.

  Business Response

  Date: 01/11/2023

  We refunded her the entire bill and offered to send out another tech, she said she did not want another tech, she got a different company to do the work. We are not willing to pay for the clean up. 

  Business Response

  Date: 04/17/2023

  We refunded the customer's money, offered to send addtional technician, customer refused. We are not going to reimburse for another company's work when we offered and were refused. 

  Customer Answer

  Date: 04/20/2023

  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 sent a technician who refused to clean up the sewage they let sit AND I would have to pay in full with NO refund if he attempted the snake again with NO cleanup. He stormed off my property with my husband and daughter present mid conversation when I refuse. They then agreed to send another on while still giving me the refund but they never did and sewage sat til I finally realized they were never showing up. I want the money I’m out for sewage cleanup due to their direct negligence and the money I had to pay another company because they DID NOT return, days later after I refused their stonewalling and cornering tactics by the second technician. This technician left me and my husband standing in sewage after we moved all the boards (“in his way”) he needed moved because he wasn’t physically fit enough to walk down a set of stairs. So no they did not try to fix it or cleanup their mess at all. Thank you for your time and professionalism regarding this matter. 
  Regards,
  
  
  
  ******** *****
  
  

• Initial Complaint

  Date:01/10/2023

  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.

  Roto Rooter replaced fitting and sewer pipe in basement on 6.26.2023. Sewage backed up in basement in summer 2021 (slight) and more major December 2021. Roto Rooter said the problem was in the sewer line in the summer and said it was clogged with "flushable" wipes in December. We do not use wipes and had sewer line repaired in 11/2022. Sewage again backed up in basement on 1/8/2023. Called Roto Rooter repeatedly on 1/8 and 1/9 and was told someone would come and call. Nobody did and this is urgent!! They at least need to look at it,

  Business Response

  Date: 01/11/2023

  Tech went to site on 1-10-23 and field sup on site 1-11-23 to solve issue.

• Initial Complaint

  Date:01/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Roto Rooter due to our Pump Grinder alarm going off. The sent out a tech, Justin, who diagnosed the problem as a failed pump (note it is a pump grinder, not a sump pump as he has stated in the invoice). He then left the site an said he'd have to do some research as to how to repair. In the interim I had two other plumbing companies out to assess and quote a solution. Justing called me several times reporting back additional information as to how he thought it would need to be handled. Three men, one going down into the cess pool tube, hazmat equipment etc. He could not give me a written estimate for the work and the numbers he kept coming up with changed in each call but were ultimately north of $20,000. He asked for authorization to order equipment and I said I would need a written estimate first. He sent me the attached photograph of an estimate with no detail and I told him I found much cheaper published pricing and that I was seeking other estimates. I was able to find another company to do the work for under $7000. He then called back and said he had to charge me for the work he did in working up the bid, etc. I told him I hadn't authorized that and would not pay for his time quoting a job. He said he understood but his manager was making him charge me anyway. Then I got this invoice (attached) in the mail.

  Business Response

  Date: 01/18/2023

  We credited the disputed charge back to the customer.  The customer was satisfied with the resolution.  

  Customer Answer

  Date: 01/19/2023

  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:01/08/2023

  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.

  My drain was clogged on 12/15/22 Invoice#*********** and Roto Rooter was called out to my home. Brad k was our technician. he stated that he unclogged the drain and someone from the city needed to be called to fix the problem. He stated that the unclogged that he did would probably last a year and they city needed to be called. Well Bard left and soon as I put a load of cloths in the drain was clogged again they charged me $415.00 that I wrote a check for. The problem was not fixed for more than a hour let alone a year, and he still charged to basically do nothing. I'm elderly and this is what happens. They took advantage of me. I called back to say the problem was not fixed so instead of him coming back out to see why he called the city and they came out and said they could not find the problem. Today my drain is still clogged and Brad never came back out. I then called my bank to cancel the check I wrote, because no work have been done at all he didn't come back out the drain was clogged back as soon as he left. Their secratatry called me to tell me my check bounced and that I needed to pay and I explained to her why I cancelled the check she was so rude saying they will take me to court. The thing is I did not mine paying if the work was done, but $415 and it still was clogged its still clogged now that was a waste of time he should of just said it could not be done instead he charge me for nothing. Then he didn't even come back out to try and fix the problem. I will be leaving a review on yelp as well.

  Business Response

  Date: 01/09/2023

  I spoke to ******** earlier today before this BBB complaint came through. ******** said she called another plumber who cabled her sewer and she hasn't had a problem since. I offered to send out a field supervisor to inspect the sewer line with a camera to ensure the line would stay open, but ******** declined. I also told ******** that I would waive our initial fee for cabling since we didn't fully open the line. It seems that this BBB complaint was made prior to me speaking with ********. ******** was satisfied with our solution to the problem and I consider this complaint closed.

  Customer Answer

  Date: 01/09/2023

  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.  He was very nice. 
  
  
  
  Regards,
  
  
  
  ******** *****
  

• Initial Complaint

  Date:01/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  have a giant hole in my front yard since Dec 26th 2022 and has paid $10,000 to have my whole sewer line replaced as recommended by Roto rotter a and until today I have water backing up in my basement and clogged sewer line that has caused my basement to flood
  It's has been a constant struggle dealing with Roto rotter since the begging. After installation of my sewer line 2 days water kept on backing up and having constant clogging in the new pipes installed by Roto rooters, ***** was responsible for filling permits with township and she filled it with the wrong township which caused a week delay by the time inspector came out the pipe had collapsed and shifted because the dirt kep on falling on it! Then ***** the camera guy came out to see what's wrong with the line and he stated the the new connection inside the house installed by Roto rotter isn't pitched right causing water to sit in the pipe and another connection by the garage where Roto rotter worker were supposed to replace the connection and they never did causing the line to be clogged. Now this is the situation I've been waiting on Roto rotter to send out crew to fix the sewer line inside the house that Roto rotter installed wrong since Tuesday and no one came out only crew came out to fix shifted pipe outside! Everyday I've been told tomorrow crew coming out and no one showed up! I spoke to **** yesterday and explained the situation and my frustration with the whole process he said he will reach out to the excavation manager and get back to me and I've been waiting and nothing!
  This has been the most frustrating, difficult and expensive experience I have ever had!
  I was charged $10,000 dollars for this project and nothing is done right

  Business Response

  Date: 01/07/2023

  Excavation manager is in contact with Mr. ****** over his concerns.  We have a crew there now making all necessary repairs and taking care of other concerns as well.

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Roto Rooter was called to fix a leak in my home in July 2022. They were called back again to fix another leak in October then they had to return in November because the problem still was not corrected. Today, January 5, at 2:30am water began leaking again in the exact place where Roto Rooter spent 4 hours letting the bathtub, and shower run continuously. At that time they could not find what the problem was. Finally they stated that it was the toilet in the master bathroom. That could not have been the problem because the bathroom is still awaiting to be renovated at this time and the toilet is not attached nor is the shower or garden tub being used. ***** **** has paid the claim and it should have been fixed. Now the same place has water dripping through the ceiling after being repaired a month ago. They should be held responsible for this issue which should have been identified and corrected the first time they stayed 4 hours in my house, used machines to dry it out, then returned to so call fix the problem. Please assist me in getting this rectified before child begins to set up in my ceiling. I would like a refund so that the problem can be corrected. I am afraid that this problem will continue.

  Business Response

  Date: 01/06/2023

  We emailed the customer on 1/5/23 (Attached). We
  offered “to send out one of our best licensed plumbers to assess the
  problem. As part of your warranty, if the leak is happening from the work that
  we did, and that can be verified by our licensed plumber, we will gladly fix it
  for you or provide you with a refund as you requested. If we find that the leak
  is not associated with the work that we did, we will offer you a heavily
  discounted price to get the issue resolved.”
  We received an email response on 1/6/23, requesting us to call her
  to set up a time. Called and spoke to **** ******* around 5pm and attempted to
  set up a time for one of our plumbers to come out. Customer refused our offer to
  send out another plumber.

• Initial Complaint

  Date:01/01/2023

  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.

  Horrible "service". Called 12/30/22 due to a gas line leak. Gas shut off to our home due to the leak( no heat, hot water, stove). Was transferred to a dispatcher, who stated the earliest a gas line tech could be scheduled was 1/1/23 @ 8 AM. Dispatcher stated tech would call at 7:30 AM the morning of the appointment. No call, no show. Called Roto Rooter at 8:45 AM, and was told "a special gas line tech was required, and would have to call to schedule". Absolutely unacceptable.

  Business Response

  Date: 01/06/2023

  Dear ****, My apologies for the incorrect information given to you regarding how our gas appointments are scheduled. We thank you for brining this to our attention. This allows us to follow up with our team to make sure they are providing the proper information to our customers. 

• Initial Complaint

  Date:12/30/2022

  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.

  One day the floor boards were seeping with water. I called Roto Rooter to find and plug the leak. they came with all sorts of equipment to detect moisture and they found where the water was dripping under the dish washer. They cut back this pipe however later after the drying process there was continued leakage and it took getting another plumbing company to come here and get the leak stopped. Meanwhile theyu told us that they would be co ordinating with the insurance company. Months later, and a week after we informed the condo association that we have gotten the kitchen repaired I got a very nasty surly message from Roto Rooter that they just talked to ( condo association managers name, insurance appraissers name and that they need to be paid.) Through this whole process they told us that they worked with the insurance company directly and that we did not have to worry about payment. The day before Christmas I get a debt collection notice of 3700. for the drying out process. This situation has excarcebated PTSD, and are funds have been drainedbetween managing without a kitchen for so long. We have been very badly treated and misled as to the nature of the expense. We did file a complaint to a Pat S but never heard back from her.

  Business Response

  Date: 01/03/2023

  On 07/13/22 the ********* contacted Roto Rooter for a leak with an unknown source. Our mitigation specialist went out to the property and assessed the damages, and a plumber found the source of the leak(dishwasher). The ********* filed a claim with their insurance company and contracted us to do the mitigation. We performed the mitigation according to all IICRC standards. The customer had signed documents that state they are responsible for payment.  The insurance company sent the customer our payment. The condo association and the insurance company let the customer know that the payment that they received included our payment. I have attached the signed documents. 

• Initial Complaint

  Date:12/29/2022

  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.

  My sewer line had an overflow back in late October. My family woke up to waste and wastewater in our basement. We are new to our town and house and Roto-Rooter appeared in our ****** search. They came a few hours later. We learned that we needed our sewer line cleaned out and our trap replaced and that they would also disinfect our basement and remove damaged carpeting and sheetrock. The employee who came, Matt, asked for my home insurance policy. I should have known better but he requested it via email, and I gave it to him. Matt stated that I had an excellent home insurance policy and that Home Insurance would cover the cost of repair and replacement of damaged materials as well as floor replacement and wall restoration. Well, I agreed to the water mitigation, sewer line cleaning, and trap replacement. Trap replacement, with Roto-Rooter (I later learned), was extremely overpriced but I opened up a line of credit to pay for the trap replacement. The sewer line cleanout was about $700. The trap replacement was almost $7500. We also made a payment of $4000 on the line of credit. We had our floors replaced, and walls restored with the remainder of our claim. In late November, I begin receiving emails stating that we have a balance of over $11,000 for water mitigation. The total cost that Roto-Rooter is claiming that we owe them is the exact cost of the entire claim from my home insurance policy. Roto-Rooter is claiming water mitigation and trap replacement for almost $20,000. I called a local plumbing service and learned that Roto-Rooter grossly overcharged us and that anyone will tell you that Roto-Rooter is known for overcharging customers and being unethical. I am greatly disappointed in the "hustle" that Roto-Rooter is doing. It is not ethical as they know that people use their services for emergencies.

  Business Response

  Date: 12/30/2022

  Good afternoon 

  Roto Rooter received an emergency service call on 10/26/22 for what appeared to be a clogged sewer line at the ******* residence. the service call was booked at 4:37am and dispatched to our service technian at 7:21am on the same day. upon arrival our service technian assessed the problem and came to the conclusion that their was a problem with the sewer line on their property and gave them a estimate to snake out the sewer line at the property for our flat rate price of $570+tax. our service technian also noticed that their was a significant amount of water damage and got in touch with our water restoration department. After agreeing on the estimate our technian proceeded to snake the sewer line and recommended a camera follow up inspection to check the condition of the pipe. Upon further inspection with the camera our specialists made the ******** aware that their was a house trap installed on their sewer line and that it would most likely back up again and provided a estimate of $7250 to remove the trap and high pressure jet their sewer line. during this time our water restoration specialists reached out to assist the ******** in filling an insurance claim to recover the damages done to their property by this loss. after speaking to both our excavation and our water restoration team the ******** agreed to move forward with both the water mitigation and the excavation. our water mitigation specialist assisted in filling an insurance claim while our camera specialists assisted in opening up a line of credit with synchrony bank to pay for the excavation work that was scheduled to be done at the property. After completing the water mitigation Roto Rooter summited all of our paperwork to the ******** insurance company for reimbursement of the loss. after speaking to the ******** insurance adjuster they made Roto Rooter aware that the ******** had already received their reimbursement check and to contact them directly to settle our outstanding water mitigation bill. After receiving this information Roto Rooter contacted the ******** to collect payment and was told by the ******** that they used the money received by their insurance company to repair the floors and walls that Roto Rooter removed from the home during the water mitigation service and they used the remaining balance of the insurance reimbursement to pay the balance that was owed to synchrony bank for the excavation and a partial amount of the outstanding water mitigation bill.  Roto Rooter is only seeking payment for the outstanding balance of the water mitigation we provided at the property. Roto Rooter is willing to make Adjustments to water mitigation bill in order to come to a resolution with the ********. After speaking to the ******** they have made it clear they do not wish to pay for any outstanding invoices because they already allocated the insurance money to synchrony and feel like they should not have to pay anything else to Roto Rooter. 

  Customer Answer

  Date: 01/06/2023

  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.
  

  I spoke to Andrew from Roto-Rooter and he referenced an adjustment but did not tell us what a possible adjustment could be.  We would like help in being informed of possible adjustments and  mediating this matter in order to resolve the issue.

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

  Business Response

  Date: 01/09/2023

  Roto rooter is not actively seeking any further payment for this matter anymore.  We are asking for the complaint to be withdrawn as well. 

  Customer Answer

  Date: 01/21/2023

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