Business Profile

Plumber

Roto-Rooter

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Complaints

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

Customer Complaints Summary

770 total complaints in the last 3 years.
265 complaints closed in the last 12 months.

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

Initial Complaint
Date:04/16/2025
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.
Minor sewage backup on March 14, 2025. Roto rooter contacted to resolve issue. Roto rooter tech had went down the drain pipe into my basement, instead of the sewage pipe, towards the outside of house, resulting in busted drain. Before this discovery, quoted $6.000 for a 4 foot by 2 foot excavation, replacing blocked pipes. Excavation crew came and only drain was damaged, due to employee negligence. Sewage line blocked 65 feet out, cleared by jetting. Still charged $6000 even though the work we were charged for, never happened. Minor excavation happened, about 2 foot by 2 foot area, to fix drain. No attempt had been made to amend this. Hold harmless agreement was signed AFTER this damage.
Business Response
Date: 04/17/2025
*** *** **** ******* had questions prior to work starting. I explained to them that the line was compromised prior to initial drain cleaning. This caused the blade to break during cleaning. *** *** **** ******* then signed a proposal after a camera inspected. Prior to starting work I answered their question as to why they had to pay for a fix since they were under the impression that we did the damage to the line. I explained to them that their line was already compromised and that a blade would not cause that damage to a good pipe. I asked both *** *** **** ******* if they still wished us to move forward knowing the cost of the work. They both agreed. After the work was completed, they signed a certificate of completion, invoice stating what work was done, and the synchrony sales slip. The work that was proposed was the work that was completed and the customer signed off on this. This matter was closed and have had no communication until now.
Customer Answer
Date: 04/17/2025
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 only paperwork on our end that was signed, was on March 16, 2025. The service was done on March 17, 2025. No new work order was signed AFTER service was complete. The drain was damaged, due to the employee going down the DRAIN PIPE, not THE SEWAGE PIPE. Had the employee went in the proper line, the drain would not have been damaged. Also, the hold harmless agreement was signed AFTER the damage. See attached screenshot of time the documents were signed, around 330pm on March 16th. The damage was done the morning of March 16th. Also the work order stated a different service than what was rendered. We will be happy to compromise with an updated bill, noting that only half of what was needed, was actually completed. I have phone records stating I called Roto rooter on 3/19. I asked for an update on what we were charged and we were told that nothing was on file as of 3/19. We waited and waited, with no answer. I will be happy to send a screenshot of this record of the call.

Regards,

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

Business Response
Date: 04/22/2025
I called **** ******* and explained the situation again. I reminded her of the conversation that I had with her and her husband. She conveniently forgets the part of the conversation that I confirmed with both of them confirming the price (as signed on the proposal and invoice) to move forward. She said she was talking to a lawyer and at that point I advised her that she would then need to reach out to our legal department to move forward.
Customer Answer
Date: 04/25/2025
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 below:

Roto rooter “conveniently” forgot that I did not sign a hold harmless agreement until after the tech damaged my drain. Therefore I would assume this voids the hold harmless agreement, and they should take accountability for hiring uneducated employees. No mention of any amount was given at time when we discovered the issue was from the technicians error. An invoice was signed BEFORE. Why would I have called 2 days after the service asking for the amount we were charged, if we were made aware? The only invoice given was when we assumed something was wrong with the sewage line. Which was not the case. We reached out for help clearing a sewage line, and ended being charged for a busted line. Which was not busted, to begin with. We just want Roto Rooter to take accountability for the error. We will gladly pay the drain unclog fee, as this was the initial issue, had the technician been properly trained.

Regards,

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

Business Response
Date: 04/30/2025
We have spoken to the customer, she has admitted that she forgot the conversations. We have sent all necessary documentation, including that our tech didn't break any such line.
Customer Answer
Date: 05/01/2025
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.

One cannot admit forgetting a conversation, that never happened. I will be attaching a photo of the broken drain. This is a drain, not a sewer line. Roto Rooter employee, Colton, came to retrieve a busted blade, that broke off as a result of breaking the drain. He tried to help solve our issue and he also saw this drain. He urged us to call the office immediately in the morning, as this “never should have happened.” He called a supervisor to let them know the situation. Colton also stated “I have been cleaning up Michael’s messes, all week.”

Regards,

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

Business Response
Date: 05/05/2025
This matter has been completed on our end. There will be no refund or negotiation on price. The conversation was had prior to the crew starting work so that this didn't happen. Now that the work is completed and working, the customer wants to dispute charges that they agreed to pay. If they had any issues regarding paying then they should have not signed their Sychrony sales slip, signed the invoice, or agreed for the crew to move forward. The customer had plenty of opportunities to halt work if they did not wish to pay. As I stated before I had a conversation with both parties regarding what the charges would be if we moved forward. The customers agreed, and this is why we fixed the issue to their compromised line. Now a month after the fact that they want to dispute this. For these reasons there will be no refund for work completed.
Initial Complaint
Date:04/16/2025
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 Roto-Rooter come to my house five times for basement flooding issues. The first time, they broke a pipe while snaking it. The second time, they installed a sump pump that later broke. The third time, they fixed the pump, assuring me that my new appliances in the basement would be safe(washer and dry,water tank and heater). However, the pump broke again, and on the fourth visit, they insisted the pump was fine and under warranty, discouraging me from buying a new one. After a trip, I returned to a flooded basement with no heat or hot water. On their fifth visit, they installed a new sump pump and told me the flood would be resolved in 4-5 hours and that they would come back to check on the issue they never came back. On that day me and my children went to a hotel since we couldn't stay in the house. My appliances were destroyed and after a while roto-rooter told me they were not responsible for the damages. I called them again and they said they would talk to mangmnet, they haven't called me back till now. I haven't been living in that home since then.
Business Response
Date: 04/18/2025
Roto-Rooter Services Company was called out to replace a broken pipe and install an electric sump pump on 4/2/24. The pump was tested and working when we left. The customer called back due to water in the basement on 4/14/24. When the tech arrived, the power to the sump pump was disconnected. Any damages that occurred due to there being no power is the sole responsibility of the customer. She has called us back out on multiple occasions (10/14/24, 1/1/25 and 3/3/25) merely to argue about this. We stand by the decision that we are not responsible for the damages.
Customer Answer
Date: 04/21/2025
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.

Everything I mentioned in my previous complaint was the truth, the electricity connected to the sump pump was never disconnected. The electricity was not disconnected the 4 times they came to the point where they had to change the sump pump.If you need proof of what was spoken between me and the technicians that came and videos I'll provide them.

Regards,

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

Business Response
Date: 04/22/2025
The stance of the branch has not changed since the last communication. One of the branch managers personally visited the residence with the customer after a complaint call and witnessed no power to the outlet.
Customer Answer
Date: 04/30/2025
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.

As I said before, what you guys are saying is not true if you need the proof I can provide the proof. You guys can listen and watch and see who is right.

Regards,

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

Customer Answer
Date: 05/07/2025
On this I'm not able to send the evidence of audios, what I spoke with to the people who came to my house and what I spoke with the manager and what I spoke with the guy who said would present my case to the management of roto-rooter which I never got a response from the management. I can put them all to a flash drive and you can give me an address of where to drop them off, because that's the proof I have with what this company has done to my house.
Customer Answer
Date: 05/16/2025
The website isn't allowing me to send all of the pictures I have, since then we haven't been living in the house. Roto router provided 6 heaters for warming the house to protect the pipes and stuff in the house because the house was cold, and that equipment caused us to pay more that 600 in electricity bills a month and untill now I'm still living in someone else's house downtown, it's difficult to change environment and have my children go to school everyday. Being away from home in these couple months has costed us alot of resources, stress and my daughter ended up sick because of a cat from the place we went to live temperorarily she is 2 years old. That's why I asked for roto router to pay 35000 because of the situations I'm going through and the damages they caused, and if you need proof about the heaters you can talk to roto router because they're the ones who provided them. I couldn't live in the house because they are dangerous for the little one. Previously I sent pictures of my washer and dryer and hampers of clothes in the basement for my children, all of them were destroyed.
Business Response
Date: 05/24/2025
The company position has not changed from our last response.
Customer Answer
Date: 05/29/2025
Better Business Bureau:

I never received a a copy of any written agreement and I also don’t have a copy of the warranty because the first time they said they would said and email and they also left a paper copy but I misplaced them, if you need them you have to ask Roto Router. I’m trying to send photos of what I do have but they’re not sending I’m unsure of why

Regards,

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

Business Response
Date: 06/02/2025
Roto-Rooter has not changed their position on these accusations.
Customer Answer
Date: 06/09/2025
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.

This website isn't allowing me to send photo or video footage, can your provide another option I can do to provide what your asking. As I said before, if you need it I can put everything onto a usb, you can tell me the place and I can drop it off.

Regards,

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

Customer Answer
Date: 06/12/2025
For anymore evidence of the subject, contact either this number. They will give you all the information about what happened in that house in my basement.

###-###-####
Initial Complaint
Date:04/15/2025
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.
I am writing to formally file a complaint against Roto-Rooter Plumbing & Water Cleanup (******* **), regarding a service issue that occurred on March 23, 2025.

On that date, I contacted Roto-Rooter to address a recurring toilet clogging issue. A technician was promptly dispatched and visited my property. After a brief inspection of the toilets and main sewer line, he upsold me on a drain cleaning and video diagnostic service, stating that the video inspection was necessary to identify the root cause of the clog. I agreed and was charged $490 upfront, with the technician assuring me that another crew member was already on the way to complete the video inspection.
Unfortunately, no technician ever showed up to perform the service. Despite multiple follow-up calls, I was repeatedly told that someone was being dispatched, but no one arrived. The issue remained unresolved, and I was ultimately forced to hire another plumber just to temporarily unblock the line. However, without a proper video diagnostic, the problem continues to recur.

I feel that Roto-Rooter misled me into paying for a service that was never rendered, and the lack of follow-through and accountability on their part has caused me unnecessary stress, inconvenience, and additional expense. I believe this behavior reflects poor service practices and misrepresentation, and I am extremely disappointed by the lack of professionalism.

I am requesting the following:

A full refund for the video diagnostic service that was never provided. A formal acknowledgment and apology for the missed appointment and unfulfilled service commitment.

I appreciate the BBB's assistance in helping me address this issue with Roto-Rooter, as their failure to respond leaves me no choice but to escalate the matter further. Thank you for your time and attention to this matter. I look forward to your prompt response.

Thank you for your attention to this matter.

Sincerely,
Business Response
Date: 04/24/2025
Good afternoon,
Roto-Rooter was unaware of any issue with this client. Once notified we issued a refund right away.
Customer Answer
Date: 04/28/2025
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.

Roto-Rooter's manager contacted me and informed me that they would issue a refund for the charges. I waited for 3–4 days after the call, but no refund was received. I followed up with the manager again, and he reassured me that the refund would be processed. However, as of today, no refund has been issued, and no activity is reflected on my account. Therefore, although an offer of resolution was made, the company has not fulfilled the proposed offer.
I am still awaiting the refund and a formal resolution to this matter.

Regards,

***** *****

Business Response
Date: 05/01/2025
Good afternoon,
Roto-Rooter was unaware of any issue with this client. Once notified we issued a refund right away.
Customer Answer
Date: 05/04/2025
Better Business Bureau:

I have reviewed the response and action made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** *****
Initial Complaint
Date:04/14/2025
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.
Roto Rooster come to my house on 4/10/25 to clean out my main pipe line due to a blockage and camera inspect for any damage they quote me $7500 for dig up my front yard and replace my main line because they said it has a belly in the line i decline the service, the next day i call another plumber to verify the problem he told me that (Roto Rooster) didnt clean it properly and they have to clean it agian, after that they went down agian with the camera but there are no belly in my main line. I try to contact Roto rooster to give me an explanation but so far no one call back.
Business Response
Date: 04/15/2025
Spoke to customer today and in the best interest of customer service, we are providing the customer with a full refund of $275.
Customer Answer
Date: 04/18/2025
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:04/14/2025
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.
On March 31, 2025, I contacted Roto-Rooter for a basic toilet repair at my home in ****** **. The technician (Sammy) was professional and completed the job in under 45 minutes. However, I was charged $445 for the service, which is highly excessive for such a minor repair.
I reached out to the company via email immediately after the visit, requesting a partial refund due to the disproportionate pricing. I received no reply for over a week. Only after I publicly revised my online review did someone respond—specifically a hiring manager named Sam ********.
His response did not offer any real refund. Instead, he directed me to a $75 online coupon, which is already publicly available to all customers. This was presented as a resolution, which I find deceptive and dismissive of the actual issue.
At no point did the company acknowledge the excessive pricing or the delay in responding to my complaint. Their communication only came after public pressure, and what they framed as a goodwill gesture was nothing more than standard advertising.
Business Response
Date: 04/18/2025
Roto-Rooter called & tried multiple times to contact **** ******* with no luck. Roto-Rooter refunded **** ********* money.
Customer Answer
Date: 04/18/2025
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:04/14/2025
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 Steven **** to my home on June 3 2023 to fix a pipe outside my wall in my downstairs bathroom that pipe now has a crack in it I called root rooter they sent out Mel. Mel didn't investigate or look thoroughly he was worried about being paid I asked him to call supervisor they refused to let me talk to Matthew unless I agreed to pay again roto rooter has gotten over 22 thousand dollars from me because I recently had to file a claim what's crazy is it looks like that leak has been there for a while with the other leak because we couldn't figure out why water was under the bathroom sink they just chalked it up to the current leak problem whole time there were two leaks one from 2023. when trying to get names customer service and dispatch refused. mell and Matthew says its normal for pipes to leak after 2 years I am reporting their license I either wants my 375 back from that job or my pipe fixed or me reimbursed if I have to pay someone else to do it.
Business Response
Date: 04/15/2025
Original work order ******** completed 6/3/2023 (Attached)
and was given a 6 month guarantee on the work. Did not hear back from the
customer again until 2/21/25. Additional leaks almost 2 years later are not
covered under our warranty. We offered to fix his new issue for a cost, but the
customer refused.
Customer Answer
Date: 04/15/2025
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.

Pipes have more than a two year life span pipes dont just get cracks after two years my house is over 21 years old and pipes just started to go bad you have a reputation at this location to do faulty work and continue ton charge people to fix it I am still reporting your license to the state licensing for plumbers because this is unacceptable

Regards,

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

Business Response
Date: 04/17/2025
Original work order ******** completed 6/3/2023 and was given a 6 month guarantee on the work. Did not hear back from the customer again until 2/21/25. Additional leaks almost 2 years later are not covered under our warranty. We offered to fix the new issue for a cost, but the customer refused. Unfortunately our warranty is not unlimited since a lot of conditions in the home can change in 2 years.
Initial Complaint
Date:04/13/2025
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.
On 4/11/25, I contacted Roto-Rooter to address a clogged main drain at my residence. The technician identified that the main line was clogged, which was also causing the bathtub and laundry drain lines to back up. Rather than treating this as a single issue, I was charged $1,619.20—an excessive fee—for snaking the main line.
Both the bathtub and laundry line backups were directly caused by the main line clog, yet I believe I was unfairly charged as if they were separate problems. I feel this was a case of overcharging, especially for a routine service like main line snaking. I am requesting a partial refund or billing adjustment to reflect a fair and reasonable rate for the actual work performed.
Resolution Sought:
Partial refund or price adjustment to reflect fair charges for a single main line snaking service.
Business Response
Date: 04/14/2025
I spoke with *** ******** at (:40am on 04/14/2025. I informed him that he was due an additional refund in the amount of $135.90. Our technician performed drain cleaning services for the main line, a bathtub and a kitchen sink in addition to clearing a second toilet as well. All work and pricing were disclosed and agreed to before any work was performed. All work performed was necessary to clear the blockages in the home and to restore proper draining to the residence. Customer stated that he didn't want to argue and hung up the phone when I told him I was refunding $135.90 which was completed right after the telephone conversation.
Customer Answer
Date: 04/14/2025
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
The scoope of work is not clearly defined he never gave a clear description of what done each line item that they charged me for and why the labor and parts was price at what they charged me. He just said they forgot to give me a discount and cleared four drains. But the root cause was main line going to the street which caused the stoppage for the home.

Regards,

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

Business Response
Date: 04/17/2025
I spoke with *** ******** at 9:40am on 4/14/25. He reiterated his position that he felt he was overcharged. I also spoke witht he technician that was on the job, who explained that multiple drains were backed up and that he ran a cable on the clean-out, the bathtub and a kitchen sink and augered a second toilet. The technician failed to give a second job discount on one of the drains which should have resulted in an $135.90 additional discount. All work and pricing were approved prior to the work being performed. I offered the additional discount to the customer. Customer was not satisfied with that amount, but then stated he didn't want to argue and hung up. I am refunding the additional $135.90 an closing this complaint..
Customer Answer
Date: 04/21/2025
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 worked performed by said Techinician did not fix the problem and the tech that came out on 4/16/2025 said there nothing he can do. I need a refund because there services did nothing to fix the problem.

Regards,

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

Business Response
Date: 05/21/2025
I spoke with *** ******** at 9:40am on 4/14/25. He reiterated his position that he felt he was overcharged. I also spoke with the technician that was on the job, who explained that multiple drains were backed up and that he ran a cable on the clean-out, the bathtub and a kitchen sink and augered a second toilet. The technician failed to give a second job discount on one of the drains which should have resulted in an $135.90 additional discount. All work and pricing were approved prior to the work being performed. I offered the additional discount to the customer. Customer was not satisfied with that amount, but then stated he didn't want to argue and hung up. I am refunding the additional $135.90 an closing this complaint.
Business Response
Date: 05/28/2025
We refunded the entire amount of $1,619.20 processed on 4/11/25 back to their credit card on file (see attached).
Customer Answer
Date: 06/03/2025
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,but I have not got the money on my card as of today.

********* ******** but I have got the money on my card yet!!
Customer Answer
Date: 06/16/2025
Have not received refund

Good morning, I have not received the refund rotor rooter agreed to in the resolution.
Can you please advise on next steps?
Customer Answer
Date: 06/19/2025
This is the credit amount sent to me from ROTO-Rooter. There is no other transaction.
Business Response
Date: 06/23/2025
Update - The conversation with the customer was only in regard to refunding $135.90 which the customer did receive to their bank account, with the last conversation being notated below. There was no conversation with the customer to refund the full price of a job that we completed for the customer; there would be no reason to refund the entirety of proper work completed for this customer. All stated refunds have been processed as described.

I spoke with *** ******** at 9:40am on 4/14/25. He reiterated his position that he felt he was overcharged. I also spoke with the technician that was on the job, who explained that multiple drains were backed up and that he ran a cable on the clean-out, the bathtub and a kitchen sink and augered a second toilet. The technician failed to give a second job discount on one of the drains which should have resulted in an $135.90 additional discount. All work and pricing were approved prior to the work being performed. I offered the additional discount to the customer. Customer was not satisfied with that amount, but then stated he didn't want to argue and hung up. I am refunding the additional $135.90 an closing this complaint.
Customer Answer
Date: 06/23/2025
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:04/13/2025
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 plumbing/Pipe work done almost 4 years ago. I had a pipe collapse at my residence. They never level the ground out. I have called several times about it. They had someone come out when the job was first initially done to look at it. But they never corrected it. I have a six year warranty on the job.
Business Response
Date: 04/14/2025
I spoke with *** ********. l advised that contractually we are required to fill the hole to a rough grade. *** ******** told me that someone from Roto-Rooter came out shortly after the work was done and said that they would send someone pour more dirt on the hole, but that did not happen. Based on photos we have from when the job was completed we did fill the hole to a rough grade. I advised *** ******** that if she does have any communication that she had with the management team at that time to send it over to me along with pictures and I will look into this further. We have a completely new management team now.
Initial Complaint
Date:04/12/2025
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.
Rotorooter contracted with me to repair the mainline drain for my house for 8000 without letting me know that there is a public service available that would have done the repair for almost no cost. The public service is the ***** ***** Water District and they told me they have told Rotorooter many times to refer customers to ***** ***** for the repairs, but ***** ***** said Rotorooter just tries to get away with it anyway.
Business Response
Date: 04/14/2025
The customer complaint in question the customer originally received bid back in august of 2024. He then reached back out to us in dec/ early January for his bid in that time between we had changed are pricing so the job was now less expensive then are previous proposal. He then told me that he was getting more bids from other companies. *** ********* then decided to go with us for the work. several weeks after the work was completed we received a phone call stating his complaint. Roto Rooter as a company prides its self on being honest and upfront with all are customers with this complaint we have been in contact with ***** ***** sewer district and was informed that they are responsible from the sidewalk to the city main not in the customers yard where the repair was done if you have questions about there policy please feel free to contact them at ###-###-#### as all permits and inspections where completed with them. We did everything buy the sewer districts standards and rules they have in place.
Initial Complaint
Date:04/10/2025
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.
I am requesting a write-off from Roto-Rooter! January 2025 Roto-Rooter had a smooth-talking agent have me to sign a small print contract. I only wanted a drain cleared. Roto-Rooter took advantage of my age (90), health, eyesight and a little memory loss. I was not offered a copy to read, approve, or understand before signing. I asked for a drainpipe to be opened. I paid separately for the pipe opening. They expanded the contract to list items 1-4: (1) mopping the floor which could have been done by a maid or handyman; (2) moving damaged floor materials; (No damaged floor materials. In the area they cleaned little had to be moved, [There were only 5 dry wall boards on the floor to correct a situation February 2024 in which they also overcharged the ***** **** Insurance co $11,000 and got me $2,000 to replace wall they cut out. I had a few clean plastic covered handicap items] (3) moving and replacing appliances of which there are only a medium size washer and dryer which my mother and I had always been able to move back and forth as we cleaned; (4) apply antimicrobial which could be bought from a retailer by homeowner. The contract had a price range from $4,000-$9,000, did not have a 3-day cancelation clause, for which they claimed emergency. They always settle on the highest amount listed as a range and include vague clauses giving them privileges to vary work done. Roto-Rooter has been paid by the ***** **** Insurance co $4,000+. They are dunning me for $5,000. I paid $1,600 for the drain cleaning. I do not have $5,000. I want to know is there any way I can get justice? I am not a con artist. I have lived here 45 years and have never asked my insurance co to pay for any installed home improvements (new roof, burner, hot water tank, electrical panel, electrical meter, and others). No contractor has ever insisted that they call my insurance co because they could talk to them better.
Business Response
Date: 04/11/2025
We responded to a call from *** ***** on January 2nd, 2025 for a clog in her main sewer line resulting in water on her concrete and linoleum floors. Our drain tech, ****, was dispatched to address the issue along with our water mitigation specialist, ****. **** noticed the water and explained the hazards on not cleaning it up which *** ***** was already familiar with as we had done a previous restoration job on February 23 of the previous year. Plumbing work is rarely covered without special endorsements on the insurance policy which resulted in a separate invoice for that work being performed. All work performed for the water mitigation was done to the ***** and Roto Rooter standards. Our pricing model is directly based off Xactimate pricing for the area work is being performed in (in the case price list DEWM8X_JAN25). We work with insurance companies for our mutual customers but cannot control what they do or do not pay for. We do not charge for work we do not perform. Referring to my pervious statement, we provide the utility of talking with the insurance company for our customer as they are experiencing a traumatic domestic event. I have attached the invoice of the mitigation work performed on *** ******* property.
Customer Answer
Date: 04/13/2025
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.

In response
to Roto-Rooter claims. If the drawings
and summary submitted to Better Business Bureau, up front, had been submitted
to me with explanation and costs, I would have declined, or sought a second
opinion, and asked for a few days to decide.
For the amount of money involved, a ***** **** Adjuster should have been
asked to survey the situation and give a quote they were willing to pay. I
asked for and paid for a drain to be cleared. I was beguiled into signing this
contract. The extra items performed and
charged were not discussed, requested, or necessary. Certainly the walls and
ceilings were not involved. Also the drawings in their outline do not
reflect accuracy. The facts decrease claimed
treated area. There are two long closets with clothes that
are dry, clean, airy and not damp and not moldy. There is a large area near the burner and hot
water heater that was not treated. There
is a large drain in the middle of the floor for the disposing of any water
build-up. The house had been appraised and was in very good condition. Roto-Rooter knowingly without doubt wants to
prey on unsuspecting and trusting souls.
In addition, incidentally, ***** **** too expressed some concern and
dismay over these last dealings with Roto-Rooter. I have paid them a lot of money through the
years and really did not think they would defraud me in this way. At least the $5000 Roto-Rooter is dunning me
for should be written off. Even if the situation cannot be reversed, there are
a few items on their list that need to
be written off, i.e., #s (13)-cleaning agent $583.56; (15)-water extract (for
water they applied) $3,399.87; (16)-pressure steam $2,147.07; (19)-clean
furnace $114.19 (The furnace had been serviced, the ducts had ben vacuumed
out); (22)-anti-microbial $794.59 (This could have been done by home owner and
had been treated by their company less than a year I trusted them and they seemed nice; (23)-final
cleaning $444.01 (redundant); (25)-air movers $1,499.12 (I have fans and
circulating air) Total - $7483.29. Conclusion: I did not ask for all of this excessive technology
and I am on limited income, and it is just a tear-jerker that I am being
treated this way.
Regards,

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

Business Response
Date: 04/17/2025
The Xactimate file uploaded is the final invoice created after the scope of work is completed. In this type of work, it is not possible to create the scope before completing the work, as mitigation companies do not know exactly what the job entails. This is why the contract has a price range listed. Roto-Rooter followed the ***** standards to mitigate this water loss. Our technicians are certified through the *****. We offered a settlement on 3/13/25 for approximately $2,000 less than what was owed. *** ***** rejected our offer and countered at $500. We informed *** ***** we would be sending this file to collections after 4/11/25 if an agreement was not made. Unfortunately, the file has been sent to our collections department. At this point, *** ***** will have to negotiate with them, who may have already contacted her.
Customer Answer
Date: 04/22/2025
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: 04/28/2025

Below is my latest concern in communication to Roto-Rooter. This is coming by way of email because I could not enter it on your application. Also, thank you for enabling me to express this problem and making me feel like a human being (which I am) and not the downtrodden.

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

It appears that Roto-Rooter’s responses are not addressing the issues. I wanted a drain to be cleared, not a basement to be treated. My basement was dry, airy, with clothes hanging that were not moldy or smelly. Roto-Rooter avoids the issues of (1) The form was given to me to sign before reading making me think I was signing for drain work; (2) the work they claim was not asked for and comes with exorbitant price; (3) they were not the ones to make a move on my insurance co, ***** ****, I should have been the one to go to ***** ****. A ***** **** Adjuster needed to be called in to assess the problems. And, being professional, Rotoi-Rooter should have suggested that. Twice I paid separately for part of the work. Why was not everything included under the same umbrella? (4) I was not given a 3-day cancellation period; (5) If they wanted to do extra work in the basement I should have been given a chance for a second opinion estimate even if I wanted extra work done. I maintain the matter was not an emergency; (5) Once the drain was cleared, why did they proceed to look up and write up additional work. These additional situations were not real. Roto-Rooter is laughing all the way to the bank, since they have carefully crafted a smooth sneaky way to fill their coffers. I am sick about this! Roto-Rooter is trying to make a fool and mockery out of me! Roto-Rooter is not practicing righteousness! I hurt.

******* *****
Business Response
Date: 04/28/2025
1. Separate paperwork was prepared and signed by *** ***** for the drain cleaning work. This is not the first time we have done plumbing and water cleanup work for *** *****. In February 2024, the same process was followed and the same electronic paperwork was signed by *** ***** as in January 2025.
2. Water cleanup work is billed according to the work that was performed after *** ***** signed a contract authorizing us to do so. Again, she did the same in 2024 where the loss came to over $10,000. As mentioned prior by *** *****, we have been accused of always charging the highest price in the range given. In 2024, the high end of that range was $11,500 and the work came out to $10,028.14.
3. Plumbing and water cleanup are handled as two separate work orders. Again, *** ***** experienced the exact same situation in 2024.
4. *** ***** was informed we would start work right away as a sewage loss carries harmful bacteria and contaminants. We followed the proper procedure to return the home to a clean and livable state. We can’t offer a 72-hour cancellation window if the work is already completed. If we were asked to stop working or to not start the work, we would have honored the cancellation clause in the contract. The cancellation clause does not apply after work is completed.
5. *** ***** never expressed she wanted a 2nd opinion and signed the necessary paperwork authorizing us to start working.
6. We assess any and all water losses caused by plumbing failures. Again, *** ***** signed a contract authorizing us to do said work.

This file is now with the
collection agency. *** ***** will have
to negotiate with them as we have already offered a settlement as previously
stated.
Customer Answer
Date: 05/02/2025
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.

I am indeed
grateful that the Better Business Bureau has given me the opportunity to
express my complaint against the Roto-‘Rooter Company. The Roto-Rooter Company is not admitting to
the unhealthy and wrongful business practice that robs unsuspecting, inattentive,
and over-trusting people of thousands of dollars. Neither have they addressed key concerns expressed
in my complaint. Therefore, unfortunately,
I have decided not to continue this dialog with them.

Regards,

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

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