Complaints

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

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• 

  Roto-Rooter

  2125 Montana Ave Cincinnati, OH 45211-2741

• 

  Roto-Rooter Plumbing & Water Cleanup

  6356A Corley Rd Norcross, GA 30071

  
• 

  Roto-Rooter

  5115 7th Ave Kenosha, WI 53140

• 

  Roto-Rooter Plumbing & Water Cleanup

  1750 S Finley Rd Lombard, IL 60148

• 

  Roto-Rooter Plumbing & Water Cleanup

  1980 Riverside Pkwy STE 202 Lawrenceville, GA 30043-5943

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Roto Rooter sent employees under the influence to preform work on my property.
  
  Water Mitigation team was suppose to check-on equipment daily, after 3 days, of no checks came to remove the equipment. Manager, William F*******, confirmed that his team did not have the ability to pick up the equipment sooner, and charged us for his team's inability to have a truck available to pick up the equipment. Running up the bill.
  
  Preformed duplicative work to run up the insurance bill and billed incorrect amounts.
  
  Roto Rooter sent invoice and images of services provided for another property, and despite acknowledging over email, submitted an fraudulent invoice to ********* insurance and is standing by their invoice (despite written confirmation it was fraud). Confirmed by Heather D*****, William F*******, and Samantha R*******.
  
  Roto Rooter will not in good-faith accept payment for services provided, and are now falsely claiming that negotiation done with insurance was completed. Despite insurance direct confirmation that the process has not been completed.
  
  Roto Rooter forged my signature on documents, not even the correct initials, and are now claiming that I am liable for the signature on date that I was not available to even have completed the signature due to work, which required me to be in another state.

  Business Response

  Date: 05/23/2025

  We spoke to the customer and have agreed to accept the amount that the insurance company is offering. He has paid his portion of his bill and we are still working with his insurance company for to collect the remainder of his bill. 

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Roto Rooter to repair a burst water pipe under my kitchen sink ($630). They told me that my drainage pipe (that was fine) needs to be replaced, I told them (Rob and another plumber) numerous times that I couldn't afford the drainage pipe. They (Rob and the other plumber) put a new drainage pipe on my sink anyway. Cost me $1228.31. My only income is Social Security (SSD), their scamming me cost me my entire check. I've been struggling financially since.
  When I called Roto Rooter about them (Rob and another plumber) putting a pipe on that I told them not to, they told me "You shouldn't have paid for it".
  How am I supposed to tell 3 separate men that I felt intimidated with, (it's only me), "I'm not paying for it" when they forced it upon me anyway.
  After they (Rob and another plumber) installed the drainage pipe I told them not to install, it was clogged with cardboard from the pipes packaging. Rob told me that they had to snake the NEW pipe for $500!!! Scamming me again. Half a bottle of ****** ******* did the job.

  Business Response

  Date: 05/21/2025

  We sent out a tech in january to resolve the reason for the customers plumbing issue. Customer signed on the invoice to authorize the work being done, after stating the leak was still present we sent out another tech to further inspect the issue and found that no other leak was present. Then customer called back a few months after the fact complaining about the price but never complained about the service she was provided. All pricing is given and verified to the customer prior to authorizing the work which ensures that the customers understand and agree to the price they are paying for the service provided.

  Customer Answer

  Date: 06/20/2025

  
  
  Dear *** ***********,
  
  I've been trying to contact you, I left you a voicemail at ###-###-#### explaining that I didn't have your correct email address,  that my emails were undelivered.  I found this email address in an old BBB message from you.  The email address you gave 
  me didn't have the word "Cincinnati" in it.
  
  Now that I have your correct email, I have these photos of my scratched, dented, damaged sink and counter backsplash created by Roto Rooter (flowers are waterproof tape).  Big dented holes left "for her to deal with" (quote Roto Rooter employee Rob) and I attached their invoice, not sure if I sent it to the Better Business Bureau.
  
  Please add these photos to my complaint.  If my complaint was closed before I had a chance to supply the photos and invoice could you please direct me to someone who can help me, I never had your correct email.
  
  
  Sincerely,
  ******* ******** 
  ###-###-####

  Customer Answer

  Date: 06/23/2025

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

  
  

  
  

  Complaint # ******** 
  
  Dear *** ***********,
  
  I have these photos of my scratched, dented, damaged sink and counter backsplash created by Roto Rooter (flowers are waterproof tape).  Big dented holes left "for her to deal with" (quote Roto Rooter employee Rob) and I attached their invoice, not sure if I sent it to the Better Business Bureau.
  
  Please add these photos to my complaint.  If my complaint was closed before I had a chance to supply the photos and invoice could you please direct me to someone who can help me, I never had your correct email.
  
  
  Sincerely,
  ******* ******** 
  ###-###-####
  
  
  
  
  Regards,
  
  
  
  ******* ********
  
  

  Business Response

  Date: 06/24/2025

  Prior conversation between management and the customer was established where the customer claimed that the service she received by the same plumber she mentioned was good but the price although agreed upon prior to the technician beginning the work was too high and she still had a leak from the pipe. We sent out the same technician to service the leak under the given guarantee. Customer wanted a refund for the service after the guarantee was honored and never mentioned anything about damages caused by the technician and actually commended the service she received by the same technician. Once the customer was informed that a refund would not be issued then she began this claim of damage left for her to deal with. Customer had signed the invoice and paid for the service and at the time a manager had reached out to discuss the service she had never disclosed any information regarding any damages or even that the leak was still coninuing.

  Customer Answer

  Date: 06/27/2025

  
  ******* ***********
  Good morning *** ***********,
  
  This is my complaint details you asked for....before I had the wrong email address.
  
  In reference to my Better Business Bureau complaint #********.
  
  On 1/6/2025 I contacted Roto Rooter to repair a burst water intake pipe under my kitchen sink (verbal estimate $630).   Since I remember Roto Rooter from my childhood, I figured they'd be honest.
  They told me that my drainage pipe (that was fine) needed to be replaced, I told them (Rob and another plumber) numerous times that I couldn't afford the drainage pipe, that I would have to replace it in the future. They (Rob and the other plumber) put a new drainage pipe on my sink anyway. Costing me  a total of $1228.31 (see invoice). My only income is Social Security (SSD), their scamming me cost me my entire monthly check. I've been struggling financially since. When I called Roto Rooter (numerous times) about them (Rob and another plumber) putting a drainage pipe on that I told them not to, they told me "You shouldn't have paid for it". How am I supposed to tell 3 separate men that I felt intimidated with (it's only me), "I'm not paying for it" when they forced it upon me anyway?  The drainage pipe was installed - even though I told them at least twice not to,  before they installed it - that I couldn't afford it.
  After they (Rob and another plumber) installed the drainage pipe I told them not to install, it was clogged with cardboard from the pipes packaging. Rob told me that they would have to snake the NEW pipe for $500!!! Scamming me again. 
  Half a bottle of ****** ******* did the job.
  
  When I mentioned that I was going to try the ****** *******, Rob told me not to use it, that it wasn't going to work.... I used half a bottle, it worked.
  
  I contacted Roto Rooter 2 or 3 times (in tears) after I was charged $1228.31,  to attempt settling the issue of being charged for a drainage pipe that I told them not to replace.   I was told that I shouldn't have paid for it.  
  The attached invoice shows a total of $1228.31, same as invoice  I've sent you- since I can barely read the invoice, I'm not sure exactly how the two different pipes (burst intake pipe and a drainage pipe that didn't need repairs) was separately charged.  I was told $630 for the intake pipe.  I also called a different plumber to ask how much they charged for the intake pipe before I tried to settle the issue with Roto Rooter.
  When I complained about them installing the drainage pipe, I was told to buy a new faucet, that they will install it also.... they damaged/dented (deep cut around the bottom of the hole) and cut my sink and counter top installing (see photos attached, same as previously
  
  
  I emailed you, flowers are waterproof sealing).....my issue is being charged $1228.31, not how they could make up for overcharging me.  I agreed to the intake pipe (estimate $630), not a drainage pipe that put me in debt that I can't make up for.
  
  I simply want to be reimbursed for the drainage pipe since I never agreed to have it installed to begin with. 
  
  Sincerely,
  ******* ******** 
  ** ******** ****** 
  ****** ****** ** *****
  ###-###-####
  

  
  

  Customer Answer

  Date: 07/10/2025

  Good morning *** ***********,
  
  Is there anything else I need to do with my complaint?  I received a BBB message that there's nothing I need to do, but I'm confused with Roto Rooter messages of them complaining at everything I do, I didn't expect arguments.
  Do I need to reply?
  
  Keep cool and have a wonderful day.
  ******* ******** 
  ###-###-####

  Customer Answer

  Date: 07/11/2025

  Re: Complaint # ******** From Einanna Morrison Date Fri 2025-07-11 6:15 PM To ******* ***********

  Dear *** ***********,
  
  I'm looking for the refund of  $630 for the drainage pipe they forced me to pay for, I told them numerous times not to replace the pipe because I couldn't afford it, but they did it anyway.  When I called Roto Rooter upset about the $630 they told me "you shouldn't have paid for it".  Two big men in my kitchen, and I was supposed to tell them no?  I find the way I was treated as disrespectful, taken advantage of.  It put me in debt.  My only income is SS Disability, it cost me an entire monthly check.
  
  I put the photos of damages to my sink to show how crappy I was treated.... along with forcing me to pay $630.  I'm a single woman and unfortunately contractors and now Roto Rooter took advantage of me.  
  Please help me get my $630 back.
  
  Sincerely,
  ******* ******** 
  ###-###-####

• Initial Complaint

  Date:05/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When we hired them to fix are bathroom plumbing, they broke are bathroom sink and outside dryer. We not have toilet to use for days on end so I gave them a 60 dollar tip to get one installed that day. Not knowing what was broken. And was some of my grocerie food money. You can ask them. And I am stuck doing the repairs myself. And I am on sis and only get about a grand a month.

  Business Response

  Date: 05/18/2025

  We don't show that we have ever serviced this address. Please verify the correct address or provide an invoice number so I can look into this.

  Thank you,
  Pat S******
  Customer Satisfaction Manager

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Basement flooded called roto rooter to come snake the drain remove water I was at work when they came. When I got home the water was gone, but the next day it rained again and the drain they supposedly snake began pouring water back out of it again. I had to rent a snake and snake the drain myself. Since I snaked my drain I have had no further problems with said drain. I don’t believe they snaked the drain. The enclosed bill I am disputing due to my having to rent a snake and perform the job they were hired to do.

  Business Response

  Date: 05/14/2025

  Spoke to *** and we are refunding half of the $615.00 which is $307.50

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a section of pipe and exterior spigot replaced by the company in March of 2024, now this year since it got warm again I’ve tried to use the same spigot that was replaced and there’s been no water pressure. I’ve had this company and another come out to inspect and figure out the problem and the pipe that was replaced has bust in my crawl space. The other company informed me that the spigot was installed incorrectly so that any water that may have been in the pipe since the last time I used it wouldn’t be able to run out. Roto Rooter refuses to repair the work free of charge since the 12 month warranty for the work expired. Obviously, I wouldn’t know there was an issue until it warmed up and I used said spigot again…so of course the 12 months would expire. I would like them to repair it free of charge and acknowledge they made a mistake. Or refund me for the amount of work done last year so I can have a different company repair it properly.

  Business Response

  Date: 05/20/2025

  We contacted the owner to let him know that we wanted to send out the original Plumber to look at the problem and to check to see if anything has changed.  The owner refused and told us that he was having a different company take care of the frozen line.  We cannot guarantee against freezing because these lines can freeze from multiple different reasons. If the hose was left attached, Crawl space was not heated, vibration from the waterline that could have dislodged a pipe hanger.  I did offer to send the Plumber out to take a look to work something out but owner refused.  thank you. 

  Business Response

  Date: 06/02/2025

  We contacted the owner to let him know that we wanted to send out the original Plumber to look at the problem and to check to see if anything has changed.  The owner refused and told us that he was having a different company take care of the frozen line.  We cannot guarantee against freezing because these lines can freeze from multiple different reasons. If the hose was left attached, Crawl space was not heated, vibration from the waterline that could have dislodged a pipe hanger.  I did offer to send the Plumber out to take a look to work something out but owner refused.  thank you. 

  Customer Answer

  Date: 06/11/2025

  I am going to keep refusing the business response until they refund me the amount stolen from me when they did half ass work last year. That is the only resolution I will accept.

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a clogged drain. Roto rooter saw roots and a broken pipe where neither existed. It was a typical clog. They convinced me tunneling under the house and cutting the pipe out was the best fix. This would cost $7000. I later found out a process called hydro jet would have remedied the problem for 25% what I paid. Someone, Jerry, called me after I let my dissatisfaction be known. This was to no avail. I believe this is a classic case of taking advantage of an elderly couple with limited finances.

  Business Response

  Date: 05/14/2025

  Good
  afternoon,
  
  I
  reviewed the video of the line. It does appear there is a root intrusion in
  the line. This appears that it could not have been cleared by hydro-jetting.
  Once the obstruction was removed, the line was then eligible for jetting to
  remove all the built-up sediment in the line. I’ve attached a picture of the
  intrusion in the line that was excavated. I have updated the customer as well.
  
  

  Customer Answer

  Date: 05/14/2025

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

  
  

  
  

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

  Customer Answer

  Date: 05/21/2025

  As I’ve stated before, roto-rooter charged me $7000 for a job that should have only cost $600. It’s a tactic called bait and switch. I was told there were roots in my drain. There were none. This is a typical house with typical plumbing and had a typical clogged sewer drain. The “professionals” that have been in business for decades are either horrible at their job or they screwed me out of approximately $6400. Anything you can do to help me will be greatly appreciated. Please feel free to call me.

  ******* ********* ###-###-####

  Business Response

  Date: 05/25/2025

  Upon video inspection, and review of the video, it was determined that there was a compromised section of drain pipe. Footage showed what appeared to be to be a root intrusion with a break in the pipe. Suggested repair is to remove compromised section and replace with new pipe. Upon removing the pipe it was noted that the roots were indeed hair and dark fibre materials and the broken pipe was infact concrete from a home repair that was dislodged and stuck in the line. Roto-Rooter stands by the repair recommendation and the price invol ed with the repair.

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/21/24 we had a sewer line back up flooding our basement. Roto-Rooter came out and fixed the problem and said they would video the lateral sewer line to see if there’s a problem. Which they did. They recommended an expensive repair. The plumber told us about the City of ********** later sewer line insurance. I filed forms with the city and since it was getting close to the holidays the wouldn’t be out til Jan or Feb 2025. The first part of February the line backed up again. When Roto-Rooter came out the first said no charge it would be covered by warranty. But then said it would be $300 since we didn’t do what the videographer said to do. He said Roto Rooter would video again. They did and this time they said All Clear No Problems. And the City of ********** came out finally and they said there’s no problem. I had to pay $300 for that as well. I feel RotoRooter was trying to scam a senior citizen with their first video saying it needed extensive work and not honoring their warranty. I should not have had to pay $300 the second time.

  Business Response

  Date: 05/13/2025

  After speaking with the client we have agreed on the following resolution. We will be refunding the $300 the customer paid for the callback. We will also be sharing the videos that each camera tech took during their visit so that the customer can see the areas of the line that need repair to prevent future issues with mainline backing up. Customer has also been informed that future callbacks will be charged as the line has no guarantee currently due to repairs that are needed. 

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They were sent out to unclog our main line. The repairman was unable to verify if the clog was cleared and said a cameraman would be out to verify. The cameraman never came. I called Roto-Rooter and the office manager said they would send a cameraman out that day. They never showed. The line was not completely cleared and water backed up again within 30 days.

  Business Response

  Date: 05/12/2025

  Had a new technician come out to the site to do a video inspection. The results of the inspection were discussed with the customer and a proposal to make a repair on the sewer line was presented to the customer. The customer has declined the proposal at this time, but the camera inspection has been completed.

  Customer Answer

  Date: 05/13/2025

  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:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 24th, I had a plumbing issue arise from the basement. This was after not even a week of moving into my new home. The toilet and bathtub were backed up with sewage water. Roto Rooter sent over 3 of their employees to look at the issue. They promised me they would get it resolved in a day and it wouldn't cost me more than $8k. They assured me that my homeowners insurance will cover the entire cost of it as well. I was never told there were multiple bills that I would receive. I only signed off on the bill stating the cost would be $7k and change. They also charged me $360 for the toilet removal which they promised they would refund me as well since there was a blockage they couldn't get past. My insurance then receives 2 bills. One in which they couldn't cover at all (the 7k and change one) and a second one that they covered partially (the second was $12k and change). Roto Rooter sent my insurance video footage that provided no evidence of the Crack or damage they were claiming they found in the pipe. My insurance refused to pay for the bill due to insufficient evidence. Roto Rooter is now harassing me to pay this $7k bill and the left over $2k. Plus they left my basement completely in shambles. I will have to hire a restoration team to put everything back to how it was. They threw away all my flooring, carpeting and belongings I had. They cut out the bottom of my drywall. I'm sure this is fraudulent behavior as they did not disclose how much this would all cost and they took advantage of me, a young woman, being home alone and went above and beyond to exaggerate the issue. There eas no evidence of the broken pipe they claimed. They also did not fix the issue in a day. We had to call them several times before they resolved the problem.

  Business Response

  Date: 05/10/2025

  *** ******* service was completed accurately within the
  timeline she describes. Water Mitigation took longer to complete due to the
  necessity for asbestos testing before work could be performed. Water Mitigation
  and Excavation are two separate invoices with separate paperwork explained,
  signed by Roto Rooter and then signed by our customer. Per *** ****** adjuster,
  her excavation claim for sewer pipe repair was denied due to a waive in a home
  inspection by her when the home was purchased (unbeknownst to Roto Rooter at
  the time of the claim being filed). The basement is not in shambles. It has been
  correctly treated as a Cat 3 loss by the IICRC standards and *** ****** was
  informed via our Field Supervisor and the documents she signed that Roto Rooter
  is not involved in the put back portion of the restoration process and that she
  will be taken care of by the insurance company per her back up endorsement. Her
  adjuster originally claimed it would be denied but then amended his statement
  that she was covered for up to $10,000 per her policy coverage limits. 

• Initial Complaint

  Date:05/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Regarding invoice ************, service date 4/3/2025. Our basement flooded and we called roto-rooter, a salesman named Gabe came out at 12:30pm, looked over the basement and asked to review our homeowner’s insurance policy. After looking it over he stated that the damage would fall under our dwelling coverage, that had a $1,000 deductible. He pulled up his **** and showed us a quote for $12,000-$18,000 stating the charges would fall in that range. He mentioned we also had backup water coverage for $5,000 with a deductible of $500, but not to worry, it would fall under the dwelling coverage. We may just need to argue with insurance about it. I told Gabe that we could not afford $12,000-$18,000 if insurance only paid $5,000, and he again said not to worry it would be covered. He said that the home would be monitored daily for moisture, this was not done, they brought out 25 fans and we asked them why so many, it seemed excessive and they said it would be necessary because insurance would require it. They came out one day and said they did a moisture check of the basement from outside of our house, no way that can be accomplished. We were charged for excessive equipment, after hours service, to no fault of our own, only based on their scheduling. We have tried communicating directly with them stating that we feel the salesman lured us into believing we had nothing to worry about and that our insurance would cover their fees, told them our insurance is only covering $5,000, their salesman also collected a deductible from us prior to any services in the amount of $1,000 which he said would be due, and we wish to settle this invoice for a total amount of $6,000. This would include the $1,000 deductible we paid up front and the $5,000 insurance is going to pay. They are refusing to settle after numerous emails back and forth. This type of conduct is unethical, your salesmen clearly influenced and lured us into believing the charges would be covered by insurance.

  Business Response

  Date: 05/09/2025

  I have attached all the documentation pertaining to the job we completed for the ***********.  I would like to address the concerns about the equipment, and the dry checks.  The equipment that was used to dry the home is based on square footage, ceiling height, etc.  There is a standard in the industry determined by the IICRC that we must follow during a mitigation project like this.  While the customer may think it seems excessive, it was done to the standards of the home size.  Less equipment would increase the drying days and potentially lead to other issues.  We do not do dry checks from outside the home.  If we arrive on site and nobody is home, we take an atmospheric reading, document with a photo, and add that trip to the bill.  This is also standard industry practice.  
  There were discussions about the possibility that this would be deemed as a sump pump failure (cause of loss) and if so the $5,000 cap would be the limit the insurance company paid.  The customers were acutely aware of this possibility.  There was enough concern about documenting the discussion concerning the policy cap that the Roto Rooter representative listed it on the contract that the *********** signed.  It states:  "Client has been informed of possible cap in coverages if judged as sump pump malfunction".  To say they were unaware of that possibility is simply not true.  They were informed verbally, and in writing of that this was a possibility and if so, they would owe the balance.   Please see the attachment and signed paperwork that clearly lists that statement.  
  The work was done for the price that we quoted.  A certificate of satisfaction was signed when the project was completed.  A bill was sent to the insurance carrier, and they paid the policy cap after deciding it was a sump pump failure (not loss of electricity that the customer stated was the cause).  This leaves the balance due for the work performed.  That balance is due in full to Roto Rooter by the *********** as the contract states.  
  We will be making no further adjustments to the bill as it is correct as it stands.  We expect to be paid in full for our services.  

  I will have to add the attachment to an email I will send to the BBB.  The file and photo documentation are too large to send in this format

  
  

  Customer Answer

  Date: 05/09/2025

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

  
  

  The point of this dispute is that their salesman lured us into believing that the charges would be covered under our dwelling policy that had a deductible of $1,000 , which he collected up front. Why would Gabe make the determination that we should pay a $1,000 deductible if he wasn’t leading us to believe it would fall under the dwelling coverage. He told us to sign the contract and not worry about it. We told him we could not afford $12,000-$18,000 dollars of this fell under the water backup coverage that is only for $5,000. Your service guys also said that the excessive amount of equipment was needed because our insurance would require it. This is after we asked them why so much equipment was being left at our house. Your employees are not being honest and leading your consumers to believe one thing and then your company is altering something else. This is not a fair practice and is unethical.

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

  Business Response

  Date: 05/14/2025

  As previously stated, you were made aware both verbally and in writing on your contract that if your insurance company deemed this to be a sump pump loss you would have a coverage cap.  It is literally written on the contract you signed.  To imply you were "lured" in to anything is simply not true.  You had a major water loss, contracted with Roto Rooter to resolve the issue and prevent further damage.  The equipment used was the proper amount for the square footage of the affected area was correct.  That is based on science, and IICRC standards.   

  Our position is firm, and final.  

  Customer Answer

  Date: 05/23/2025

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

  
  

  
  

  We respectfully want to make it clear that we absolutely were lured into believing this event would fall under our dwelling coverage by Gabe! He looked over the policy, saw that we had a deductible of $1,000 and collected that upfront before he left. The deductible for our water backup is $500 and he didn’t collect that amount. The service guys that were here leaving all of the equipment said it was because insurance would require it. This is when we asked them why in the world they needed to leave so much. What you’re saying doesn’t align with what your employees are telling your consumers. To date we’ve paid $11,677.04 and mailed a check for the remaining $5,000. We told Gabe when he was here there was no way we could afford what was written on the quote/contract $12k-$18k, and he said, “Don’t worry about it, it will be covered by insurance. You may just need to argue with them.” It’s clearly evident by looking at the Miamisburg google reviews that we are not the only consumer who has been deceived by your business. We are still firm in wanting to settle this for a total amount of $6,000 for your service. The $1,000 we paid up front and $5,000 that insurance did pay. The outcome we’re seeking now is a refund of the $11,677.04 that has been paid.
  
  
  
  
  Regards,
  
  
  
  ****** *********
  
  

  Business Response

  Date: 05/27/2025

  Our position has been explained, documented with copies of the files and proof of what was explained to you.  As stated, it is literally spelled out for you on the cover page of the contract you signed.  It could not have been made any clearer.  Our position is final and will not change.  

  Customer Answer

  Date: 05/27/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are 
  We respectfully disagree, as stated in previous correspondence. The salesman and service guys both stated something different. Gabe said it would be covered under dwelling and to go ahead and sign. Service guys said excessive amount of equipment was only necessary because our insurance would require it. We told Gabe before signing that we could not afford what he quoted $12k-$18k, yet we’ve now had to apply for financing and pay the bill in full for $17,677.04. I researched and found several complaints similar to our on your Google account. 

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

  Customer Answer

  Date: 06/04/2025

  We are seeking a refund of $11,677.04 based on the information provided in our dispute. Their salesman reviewed our insurance policy, stated it would fall under the dwelling insurance that had a deductible of $1,000 which we paid up front. Insurance is only covering $5000 under the water backup coverage that had a deductible of $500. We told Gabe we could not afford his quote of $12-$18k upfront and he lured us into signing the contract by saying not to worry it would be covered by our insurance. We also called out the repair folks when they were here placing excessive equipment in the basement and they also said this has to be done because your insurance company will require it. Obviously, what Roto Rooters office staff is saying is completely different that what the people who come to your house tell you! We feel that paying $1000 upfront plus the $5000 from insurance should be what is due in final a total of $6000. Total bill $17,677.04 has been paid, we want a refund of $11,677.04.

  Business Response

  Date: 06/13/2025

  Our position has been explained, documented with copies of the files and proof of what was explained to you. As stated, it is literally spelled out for you on the cover page of the contract you signed. It could not have been made any clearer. Our position is final and will not change.