Complaints

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

• Initial Complaint

  Date:03/28/2025

  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 8/16/21, Roto-********************** came out to clean out my sewer line. While they were on this job, they asked if I wanted a clean-out installed. They told me since they were already on the job, and had already done the digging to get to the sewer line, they would give me a discounted price.On 01/19/2025, I once again needed to have my sewer line cleaned out. I called Mr. ********************** (not knowing I called a different company) and told them that I had a clean-out. Mr. ********************** discovered that I did not have a clean-out. We realized that Rotor-********************** was who installed the clean-out, who I then attempted to call. I was told someone would call me back on Monday. I told her that this was unacceptable. By this time the technician suspected that there was not an actual clean-out pipe and was able to just pull it out of the dirt. He then had to dig down to the sewer line. Roter-********************** in ********** did call me and said someone would come out on Monday and make this right.On Monday, ***** *****, now a manager with Roter-**********************, called me to inquire about the issue. I explained how when he was last at my house, I paid them to install a clean-out but they only put a pipe in the ground giving the appearance that they had indeed installed a cleanout, but they had not but had charged me way more than just for the cleaning out of the sewer line. Since I routinely need to have this done, I know how much this should cost. ***** said he would elevate this to his manager and have them call me. A few minutes later, ***** called back to say that his manager was in a meeting and had ***** tell me that they would come and install a clean-out for over $800 dollars. I told ***** absolutely not. ***** asked that I send him the video and photos that I had taken to help with my cause, which I did. I never heard back from *****. I had two different technicians from Mr. ********************** tell me that this was not the first time they had come across work like this by Roter-**********************.

  

  Business Response

  Date: 03/28/2025

  Thank you for the opportunity to address this issue.  As you will see from the attached invoice, the work performed did not include a clean out access to the main line.  The work performed was clearing a blockage thru a tapped line and performing a spot repair.  This work was done as specified from the invoice.  However, the proper way to cover a tapped line is by using a "saddle" (a cut piece of 4 inch pipe that covers the tapped line in such a way it saddles the pipe).  In looking at the pictures it is obvious a clean out cap was used to cover the tapped line.  In my professional opinion, when you see a pipe coming out of the ground with a clean out cap on top, you would assume that is where the clean out is located.   As the owner of this company, I am not confident that this customer was communicated with properly.  To me this is a gray area to use a clean out cap to cover a tapped line, as I believe it leaves an impression that supports what Ms. ***** has claimed.   After reading the complaint and looking at the pictures, I am 100% confident that our customer believed she was receiving a properly installed cleanout on her main line.  The worked that was performed was August of 2021 and even though it was 3 and 1/2 years ago, I want to make this right as we honor our customers and those that trust us to do the right thing.  I will personally coordinate with our dispatching team and with Ms. ***** and will return to properly install the cleanout on the main line.   I appreciate the opportunity along with the forum that the BBB provides to help customers and business voice their thoughts and opinions.  I am honored to serve this customer, and I believe she has done the right thing by reaching out to our Better Business Bureau. 

   

  **** *****

  President

  Roto-Rooter **********

  Customer Answer

  Date: 04/01/2025

   
  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, as long as they do indeed contact me and complete the work.  I am fully aware that the invoice did not state that they installed the clean-out.  I assumed since they gave me a special price, they didn't want to write that down on the invoice.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/11/2025

  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 February 6, 2025, I experienced a major waste backup into my home. I called the local Roto-Rooter. At the time I assumed the problem was the septic tank. Upon arrival, the **********s started to look for the lid to the septic tank. I told them the tank had been pumped out three years ago at a cost of $350. The ********** informed me that the price had increased significantly. I told him I couldnt seem to think through it since I had experienced a stroke in September 2024. They placed the drain n a corner of the tank and tried pumping the area but were unsuccessful. The primary ********** asked me to go inside and flush the toilet. The request seemed unreasonable, but I went inside and flushed the toilet which continued to overflow. Back outside, they continued to ask about the lid, and I showed them where to dig.. The second ********** started to lift the lid high enough for the drain to be inserted. He could only hold up the lid for a short time. He lifted the lid one more time. The top of the septic tank was never removed! At this point, the main ********** went inside my home. He said it looked like I had a main line problem. I was charged $955.00 and told to sign the invoice. By this time I was so upset and rattled. I called another plumber, Rocket City Handyman and he quickly discovered that a main line to the septic tank was broken and he replaced it. He indicated that waste could not have been going into the septic tank. I canceled the check until I could call the manager. I spoke with the owner, Mr. **** ***** on 2/12/2025. He was rude, threatening and demanded I pay for the service. He indicated that 1000 gallons of waste was delivered to the city of **********. He demanded payment and did not want to hear that the problem was fixed by replacing the main line. I sent in the check for $955.00 because I felt pressured. I am requesting at a minimum that partial payment be returned.

  

  Business Response

  Date: 03/11/2025

  As you will see from the attached documents, the customer was given an estimate price of $995.00 minus a $40.00 coupon for a total of $955.00 to pump their 1000 gallon septic tank.  After written estimate was given, the customer wanted us to proceed with the work and signed the work order authorization on the invoice as you can see.  Once the pumping of the septic tank was completed, we always have the customer to flush their toilets to see if it is flowing into the septic tank.   We didn't hear or see the toilets flush so we informed the customer he had a problem and suggested to send out a technician with a camera to look and see what the issue was.   Once we finished pumping the septic tank, and gave our recommendations, the customer signed the competition section  of the invoice that states he is completely satisfied with the work described on the invoice.  the customer paid with a check the agreed estimated price of $955.00.  We finished pumping the tank and left at 10:09am and went to the next customer.  At ******* we arrived at The City Of ********** Water Pollution Control facility and we dumped the 1000 gallons of septage from Mr. **** and the other customers 1000 gallons.  As you will see from the attached documents we have a signed report from the City of ********** that certifies that we dumped 2000 gallons of septage into the city wastewater disposal system.  Obviously we did as the customer requested in pumping his septic tank.  We provided a written estimate and we performed the job for that amount.  We had the customer to agree to have us do the work and the same customer signed of his complete satisfaction to the work.  We can prove we disposed of the 1000 gallons of septage we removed from Mr. ***** septic tank and disposed of it properly into the Citys wastewater system as mandated by law.  We have done everything we agreed to, and we see no reason to refund any amount of money as we have done as we were asked for by the customer. 

  **** Smith 

   

• Initial Complaint

  Date:02/18/2025

  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.

  On 2/3/2025, I contacted Roto Rooter for septic tank issues. The had two employees who came out. One of them called me and said that the septic tank needed pumping. I asked him what the charge was for pumping a septic tank and he said $925.00. I said that sounds very expensive and he replied, "That is the going rate, everything has gone up." I told him the average rate is $500 - $600 and he said that those rates did not include the waste dump fees which is not true! He first stated he could not do it because of the rain and then said he could it right then so I agreed. These same employees damaged my utility pole as well. They left low hanging electric lines and a leaning utility pole. I contacted the manager. I think his name was ***** who told me there was nothing they could do about the cost. He also said he spoke with his employees and that they said they did not cause many damage to the electric lines or utility pole. I told him that i had pictures and this happened when they came out to the property. The manager said he would check the camera and give me a call back. He never returned my call but did have the secretary, *****, call me. She told me that they contacted ******************** to make the repair. ******************** did move the low hanging wires but did not repair the leaning pole. Since then, I have made another work order to have them repair the leaning utility pole.

  

  Business Response

  Date: 02/18/2025

  Dear Better Business Bureau,
  We appreciate the opportunity to respond to the complaint submitted by Ms. ****** ******** regarding the septic service provided by Roto-Rooter on February 12, 2025. Our goal is always to ensure customer satisfaction while maintaining transparency in our pricing and service standards. Below, we have outlined our response to address the concerns raised:
  

  Service and Pricing Transparency:
  

  At the time of service, our technicians thoroughly assessed Ms. ********* septic system and determined that a septic tank pumping was necessary.
  The technician provided a clear price quote of $925.00, which included all applicable fees, including waste disposal. The customer agreed to the service at this quoted price as you will see on the attached invoice agreeing and paying for the services provided.
  While we understand price concerns, our rates reflect industry-standard pricing, factoring in disposal fees, labor, and operational costs.
  

  Utility Pole and Electrical Line Concerns:
  

  We were first made aware of concerns regarding the utility pole after the service was completed.
  Upon notification, we immediately contacted ******************** last week to assess and address the situation. The utility company was able to reset the line, and we promptly informed Ms. ******** of the steps taken.
  After further assessment, it was determined that an additional service provider was required for the utility pole. We contacted the appropriate company on Friday, February 14, 2025, and promptly notified Ms. ******** that we were awaiting their scheduling.
  As today is February 18, 2025, with only one business day in between, we are still awaiting their confirmation. We remain committed to updating Ms. ******** as we receive further information.
  

  Commitment to Communication and Resolution:
  

  Throughout this process, we have maintained consistent communication with Ms. ******** regarding the steps taken to address her concerns.
  Our team has responded in a timely manner and has taken all necessary actions within our scope to minimize any confusion.
  While we regret any inconvenience caused, we firmly believe we have fulfilled our responsibilities by promptly addressing the concerns and coordinating with the appropriate utility providers.
  At this time, we consider our obligations met with regard to this matter.However, we remain available to provide any necessary updates from the utility service provider regarding the utility pole repair. We sincerely apologize for any frustration this situation may have caused and appreciate Ms. ********* patience as we worked through the appropriate channels to resolve the matter.

• Initial Complaint

  Date:05/28/2024

  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 5/1/24, the expander tank sprung a leak. I contacted Roto Rooter for mitigation of water damage and to repair the water heater. I paid my deductible but, I over paid by $500. The finished the mitigation activities and replaced the water heater. I was charge 1.9 times the price for the water heater, $2636. I have a quote to replace the water heater for $1500 and its the same model. Additionally, they want to charge another $1500 to return it to the proper location after repairs. Afterwards, I realized I had overpaid my deductible and requested a refund from Roto Rooter of the $500 overpayment. After several weeks, I was informed the were holding a portion of the overpayment because USAA hadn't covered the full costs. I contacted USAA and they informed me they paid the bill in full minus the $1,000 deductible. So, I was overcharged for the water heater and they kept the overpayment. Also, I intend to notify the AL state attorney general as the cost I was charged for the water heater may qualify as price gouging.

  

  Business Response

  Date: 05/29/2024

  As you will see from the attachments of the documentations, ********************** is not due any additional refunds than what he has already received.  All work was done in accordance with the agreements and satisfaction of all work performed by **********************. 
  attachment #1: ********* INVOICE *****. This is the original handwritten copy of the invoice dated 5/1/24.  The price of the water heater and related items to install (labor and materials) of $2636.00 was authorized and agreed to pay the amounts by ************************************.  ********************** printed and signed that work order authorization.  In addition, the additional cost of $1500.00 to have the water heater moved and reinstalled after the reconstruction was also agreed to, if the customer wanted that performed.  Upon Completion ********************** signed that the work was completed of the described work which was done to his COMPLETE SATISIFACTION. 
  attachment #2: ********* WATER RESTORATION INVOICE.  This is the invoice, price and detail of work completed that is required by the insurance carrier and complies with the ***** S500 standards.  These are the standards we are govern by to insure the protection of the health and safety of our customers.  This is how the total price (labor and material) is calculated on our Water restoration and Clean-up jobs.  The total price of $3,327.49 is the amount charged to the customer for the work performed with *********************************************. 
  attachment #3: ********* RECIEPT OF PAYMENTS AND RETURN OF OVERPAYMENT.  As you will see from this attachment, our invoice price from attachment #2 in the amount of $3,327.49 is what is charged and (as a courtesy to the customer) billed to the insurance carrier.  The copies of checks and credit card receipts will show: payment from USAA for $2,050.38, a credit card receipt from ********************** for $1,500.00 which total $3,550.38.  However, the price we charged for this job was $3,327.49 so the customer is due a refund of $222.89 for overpayment, which was completed on 5/17/24 with check number ************************** the memo section that it is a refund for overpayment.  The credits and the debits leave a balance owed by the customer of $0.00.  
  attachment #4: ********* COS, AGREEMENT TO PAY WHAT INSURANCE DOSENT:  In this attachment you will find the original invoice with the work order authorization and customer authorizing the services described and agreeing to pay the amount indicated ($3,327.49) which is signed, and name printed by ************************************.  In addition, you will also see in this attachment #4 the Water Restoration Agreement which is initialed and signed by ************************************, clearly states (and we highlighted) "THERE IS NO ASSURANCE THAT INSURANCE WILL BE AVAILABLE TO PAY ANY OF OUR CHARGES, AND YOU ARE ULTIMATELY RESPONSIBLE FOR PAYING US FOR THE SERVICES, WEITHER YOU HAVE INSURANCE OR NOT."  On page 2 of 2 of that same agreement it is again initialed and highlighted; "...YOU REMAIN RESPONSIBLE FOR PAYING ANY AMOUNTS DUE..."
  We do not and can't control what Insurance pays or does not pay.  We don't work for the insurance companies and we only bill the insurance as a courtesy to our customers.  Our agreements and contracts are with the customer and not the insurance company.  As with all insurances (ie.. health, automotive, home, life etc) they pay a portion of most bills and the customer is responsible for any parts left and their deductible.  As you can see from the accounting of the monies received, after the insurance company paid their portion and the along with what the customer paid, they were due a refund.  The customer was promptly written a check for the amount of their refund.   We have completed the job in which we were contacted and contracted for.  We have performed and ********************** and his wife agreed to all the work, ***** and agreed it was done to their satisfaction.  ********************** is not due any other monies and any items installed are his and paid for. 
  Thank you

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21764442
  
  I am rejecting this response because:

  1. As soon as Roto Rooter was contacted by USAA, they would have been aware my deductible was $1000 and that I had overpaid. After the claim was settled Roto Rooter made no effort to contact me about the overpayment. Only after my several attempts to contact them about the overpayment, Roto Rooter said they were aware of the overpayment. Then, Roto Rooter stated that USAA had not paid in full. USAA informed me that it was not the case, and I am trying to collect this information from USAA.

  2. My expander tank failed on my water heater. When Roto Rooter arrived, they said there was a leak in my water heater. I asked them to take a picture of the leak or to save the water heater so, I could show my home warranty. I was never shown a leak. 

  On May 1st, my wife hadn't had a medical emergency that caused her to be admitted to the hospital and my expander tank sprung a leak. If circumstances were different, I would have been a little more discerning about the charges. I guess I have to write up the initial water heater charge of $2600 to learning a ****** about not doing business with Roto Rooter. Which is unfortunate, because my experience up until May 1st had been positive. Regardless of how this complaint proceeds, I will not need Roto Rooter for any other matters regarding my water heater. It would not make sense to turn a $2600 mistake into a $4100 mistake.

  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/11/2024

  Once again you will see from the original hand written invoice the description of the work to be performed and the price was fully disclosed.  It was signed by ********************** before the work was performed and after.  FULL disclosure on the work and the price.  This is the same price we charge for other water heater replacements in the same area of the house.  Nothing different and nothing was a surprise.  We had never been asked to take pictures or to leave the water heater.  Once again, while we were there and while the customer was present for the install, if a picture or items needed left on premise, that would have been the time to ask for those items.  

  A refund could not have been sent to the customer UNTILL the insurance company had paid.  The only reason we collected $1500 as the deductible is BECAUSE ********************** TOLD US THAT WAS THE AMOUNT.   There is no way for us as a company to know how much someone's deductible, coverage limits, how much they pay for insurance coverage...totally impossible!  the only was we know what to collect for the deductible is by WHAT THE CUSTOMER TELLS **.  If the customer knew his deductible was only $1000 then why did he pay $1500 on 5/1?  The customer paid what the customer thought was his responsibility.  IMPOSSIBLE for us to know anyone's deductible amounts as we see everything from zero to $10,000 deductible...that information is between a customer and their insurance company, we have no bearing on how much a customer elected as their coverage or deductible amounts.  To attempt to set this up as it was our idea to collect $1500 is preposterous as not only were we given this information from **********************, but he is the one who signed all the paperwork and provided the payment!

  Once again ********************** was informed of prices and the scope of work on every step of the process.  Obviously by his signed name and printed name upon every piece of documents he has signed, he was fully aware of the complete project as nothing was left out or covered up.   He has been issued a refund of the amount owed to him.  He has received everything he paid for.  Nothing is left owed to Mr.. **************** Thank You.

   

• Initial Complaint

  Date:08/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 7-26-23 i call roto rooter because i had a backup toilet in my bathroom hallway and two bedrooms they sent out a mitigation teams. I was told ************************* that everything we take out the insurance would pay for they took up the toilet title vanity some hardwood and carpet in the bedrooms and cut cut some of the drywall.they destored the vanity and carpet now the insurance don't want to pay for it.also ****** told that they needed a deductable payment he called my insurance agency and they told him $500 they reported it to my insurance agency that it was a down payment the total bill was $5606.33 but they should have reported $5606.33 to the insurance company but since they had my $500 deductable they only reported $5106.33

  

  Business Response

  Date: 08/24/2023

  As you will see from the attachments, 1. **************** was totally aware he IS responsible for any items the insurance does not take care of.  Not only did he sign but he and **************** initialed that paragraph 4 insurance coverage section that clearly states that he is responsible for any thing the insurance does not cover. 2. The invoice clearly shows the total amount of the job is $5606.33 on the invoice that **************** signed and confirmed was correct. 3. you will find copies of 2 checks in the attachments, one from **************** for $500 for HIS deductible (WHICH HE IS SOLELY RESPONSIBLE FOR)  and one from the insurance company Allstate for $5106.33.  When you add the 2 checks together you get the amount of $5606.33 which is represented on page one of the invoice and is the amount of the total job we performed in the water restoration and mitigation department.   4. you will also see **************** agreeing to and signing that he was completely satisfied with the work we performed and how his home and contents were left.  IF there were issues with cabinets or any other items when we finished, **************** would not have signed that he was COMPLETELY SATISFIED. 

  I'm confused on why **************** believes he is *********** any money as a refund as this project has been completely paid and satisfied with his deductible and the amount the insurance paid.   This account has a zero balance.  

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

  President

  Customer Answer

  Date: 08/29/2023

  roto rooter should have file the whole **** to my insurance and if it was a deductible why they reported it to the insurance company as a down payment I don't know who they called but the $500 is not the correct deductible. The check I paid roto-rooter with in the for to section had for deductible but they still reported it to the insurance company as a down payment. Now I still got to paid another deductible when the repair work is done. All they had to do was tell the insurance company it was a deductible instead of a down payment.

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20506067
  
  I am rejecting this response because: they didn't tell the insurance company that it was a deductible but a down payment but that wasn't the ****** deductible so I don't know who they called to the information I did not tell them to call the insurance company about the deductible. If they had billed the insurance the whole **** they would have paid them but now I am out of extra $500. So something don't add up
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/24/2023

  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.

  A pipe burst in my attic December 25,2022 and flooded much of my home. ROTO-ROOTER agreed to remove all wet materials and spray antimicrobial. They removed wet flooring but did not spray antimicrobial or remove wet walls. I am still living in one room because workers are just now rebuilding after I spent ******** to remove mold from my home which shouldn't have spread if antimicrobial were sprayed. They were negligent and admitted it was their fault. They said they would remove mold but they did not.

  

  Business Response

  Date: 04/26/2023

  Roto-Rooter was contacted by ************** on 12/28/2022 at 3:47pm.  She stated on a recorded line that floors, ceiling, walls, were wet due to a pipe bust in the attic.  We arrived and explained that we could mitigate the water, removed the affected materials, spray antimicrobial,install drying equipment to facilitate drying. ************** agreed that she would like for us to do that for her so the drying process could begin.  She signed a series of agreements with us and gave us work authorization to being. You will see this information on the signed invoice that is attached to this response.
  
  On 1/9/23 we completed our portion of the water mitigation.  ************** signed on that day that she "acknowledges that Roto-Rooter performed "WATER EXTRACTION SERVICES" as necessary and removed damaged property from the premises.  You will find her initials and signed name on the invoice that is attached to this response.
  
  ************** also signed a separate form: CERTIFICATE OF SATISFACTION on 1/9/22.  She signed stating.."I ACKNOWLEDGE THAT WATER EXTRACTION AND STRUCTURAL DRYING SERVICES PROVIDED BY ROTO-ROOTER HAVE BEEN COMPLETED TO MY SATISFACTION..."  in addition she signed that "she certified that Roto-Rooter has furnished all labor and materials for THE SERVICES AS SPECIFIED IN THE WORK ORDER/INVOICE."  The work order/invoice clearly stats that we would remove affected materials, spray antimicrobials, install drying equipment to facilitate drying.  You will find this signed document attached to this response. 
  
  ***************************** signed on 12/9/22 and initialed the WATER MITIGATION AGREEMENT FORM, which states our limitations to our responsibilities,which includes and states " WE ARE NOT OBLIGATED TO PERFORM MOLD REMEDIATION UNLESS WE SPECIFICALLY AGREE OTHERWISE IN A SIGNED INVOICE/WORK ORDER.  WE DO NOT WARRANT THAT ALL MOLD AND MILDEW WILL BE REMOVED OR DISTROYED OR WILL EVER RECUR.  You will notice that NOWHERE in or work order or invoice do we ever state that we are removing mold.  Our scope of work was clearly stated as we removed the wet affected materials, we extracted water, sprayed antimicrobial,placed drying equipment to aid in the drying process.  ************** signed these form that also includes a release of indemnify ** and hold ** harmless.  You will find this form attached to this response.
  
  Also you will find our detailed printed exactimate estimate of what we performed.  This is what the insurance company uses to verify the work we performed and this is what they use to pay the customer and in return pay ** for the work done as specified in our work order/invoice.  ********************* also sends out an adjuster to verify that the work has been performed to the industry standards.  As you will see from this detailed 5 pages of worked performed and that the insurance company agrees that this work was done to their satisfaction, in so much that they sent ************** a check for the amount of the charges and ************** stated by signed name that we performed the work in accordance to what is described.  You will also notice that nowhere did we remove or address any mold issues that she may have.  The reason is because that was not our scope of work for this project.  In addition,Travelers insurance which is Ms. ****** insurance company only provides for her a $5000 mold coverage.  At the time of the work ************** was contacting other companies to perform the put back of her contents and to provide any mold removal as protocoled by *********************************.  
  
  As you see all the work we described that we would do was done.  it was verified by the insurance company that paid ************** the check for our services. ************** received a check from her insurance company because of the work we performed, not only was **************************** in agreeance with our performed work as they are the ones who paid for our service, but ************** also stated by her signature of her complete satisfaction and the work performed is what was described to her that we would do.
  
  *******************

  

  Business Response

  Date: 04/26/2023

  Roto-Rooter was contacted by ************** on 12/28/2022 at 3:47pm.  She stated on a recorded line that floors, ceiling, walls, were wet due to a pipe bust in the attic.  We arrived and explained that we could mitigate the water, removed the affected materials, spray antimicrobial,install drying equipment to facilitate drying. ************** agreed that she would like for us to do that for her so the drying process could begin.  She signed a series of agreements with us and gave us work authorization to being. You will see this information on the signed invoice that is attached to this response.
  
  On 1/9/23 we completed our portion of the water mitigation.  ************** signed on that day that she "acknowledges that Roto-Rooter performed "WATER EXTRACTION SERVICES" as necessary and removed damaged property from the premises.  You will find her initials and signed name on the invoice that is attached to this response.
  
  ************** also signed a separate form: CERTIFICATE OF SATISFACTION on 1/9/22.  She signed stating.."I ACKNOWLEDGE THAT WATER EXTRACTION AND STRUCTURAL DRYING SERVICES PROVIDED BY ROTO-ROOTER HAVE BEEN COMPLETED TO MY SATISFACTION..."  in addition she signed that "she certified that Roto-Rooter has furnished all labor and materials for THE SERVICES AS SPECIFIED IN THE WORK ORDER/INVOICE."  The work order/invoice clearly stats that we would remove affected materials, spray antimicrobials, install drying equipment to facilitate drying.  You will find this signed document attached to this response. 
  
  ***************************** signed on 12/9/22 and initialed the WATER MITIGATION AGREEMENT FORM, which states our limitations to our responsibilities,which includes and states " WE ARE NOT OBLIGATED TO PERFORM MOLD REMEDIATION UNLESS WE SPECIFICALLY AGREE OTHERWISE IN A SIGNED INVOICE/WORK ORDER.  WE DO NOT WARRANT THAT ALL MOLD AND MILDEW WILL BE REMOVED OR DISTROYED OR WILL EVER RECUR.  You will notice that NOWHERE in or work order or invoice do we ever state that we are removing mold.  Our scope of work was clearly stated as we removed the wet affected materials, we extracted water, sprayed antimicrobial,placed drying equipment to aid in the drying process.  ************** signed these form that also includes a release of indemnify ** and hold ** harmless.  You will find this form attached to this response.
  
  Also you will find our detailed printed exactimate estimate of what we performed.  This is what the insurance company uses to verify the work we performed and this is what they use to pay the customer and in return pay ** for the work done as specified in our work order/invoice.  ********************* also sends out an adjuster to verify that the work has been performed to the industry standards.  As you will see from this detailed 5 pages of worked performed and that the insurance company agrees that this work was done to their satisfaction, in so much that they sent ************** a check for the amount of the charges and ************** stated by signed name that we performed the work in accordance to what is described.  You will also notice that nowhere did we remove or address any mold issues that she may have.  The reason is because that was not our scope of work for this project.  In addition,Travelers insurance which is Ms. ****** insurance company only provides for her a $5000 mold coverage.  At the time of the work ************** was contacting other companies to perform the put back of her contents and to provide any mold removal as protocoled by *********************************.  
  
  As you see all the work we described that we would do was done.  it was verified by the insurance company that paid ************** the check for our services. ************** received a check from her insurance company because of the work we performed, not only was **************************** in agreeance with our performed work as they are the ones who paid for our service, but ************** also stated by her signature of her complete satisfaction and the work performed is what was described to her that we would do.
  
  *******************

  

  Business Response

  Date: 04/27/2023

    Date Sent: 4/26/2023 1:32:12 PM
  Roto-Rooter was contacted by ************** on 12/28/2022 at 3:47pm.  She stated on a recorded line that floors, ceiling, walls, were wet due to a pipe bust in the attic.  We arrived and explained that we could mitigate the water, removed the affected materials, spray antimicrobial, install drying equipment to facilitate drying.  ************** agreed that she would like for us to do that for her so the drying process could begin.  She signed a series of agreements with us and gave us work authorization to being. You will see this information on the signed invoice that is attached to this response.
  
  On 1/9/23 we completed our portion of the water mitigation.  ************** signed on that day that she "acknowledges that Roto-Rooter performed "WATER EXTRACTION SERVICES" as necessary and removed damaged property from the premises.  You will find her initials and signed name on the invoice that is attached to this response.
  
  ************** also signed a separate form: CERTIFICATE OF SATISFACTION on 1/9/22.  She signed stating.."I ACKNOWLEDGE THAT WATER EXTRACTION AND STRUCTURAL DRYING SERVICES PROVIDED BY ROTO-ROOTER HAVE BEEN COMPLETED TO MY SATISFACTION..."  in addition she signed that "she certified that Roto-Rooter has furnished all labor and materials for THE SERVICES AS SPECIFIED IN THE WORK ORDER/INVOICE."  The work order/invoice clearly stats that we would remove affected materials, spray antimicrobials, install drying equipment to facilitate drying.  You will find this signed document attached to this response. 
  
  ***************************** signed on 12/9/22 and initialed the WATER MITIGATION AGREEMENT FORM, which states our limitations to our responsibilities, which includes and states " WE ARE NOT OBLIGATED TO PERFORM MOLD REMEDIATION UNLESS WE SPECIFICALLY AGREE OTHERWISE IN A SIGNED INVOICE/WORK ORDER.  WE DO NOT WARRANT THAT ALL MOLD AND MILDEW WILL BE REMOVED OR DISTROYED OR WILL EVER RECUR.  You will notice that NOWHERE in or work order or invoice do we ever state that we are removing mold.  Our scope of work was clearly stated as we removed the wet affected materials, we extracted water, sprayed antimicrobial, placed drying equipment to aid in the drying process.  ************** signed these form that also includes a release of indemnify ** and hold ** harmless.  You will find this form attached to this response.
  
  Also you will find our detailed printed exactimate estimate of what we performed.  This is what the insurance company uses to verify the work we performed and this is what they use to pay the customer and in return pay ** for the work done as specified in our work order/invoice.  ********************* also sends out an adjuster to verify that the work has been performed to the industry standards.  As you will see from this detailed 5 pages of worked performed and that the insurance company agrees that this work was done to their satisfaction, in so much that they sent ************** a check for the amount of the charges and ************** stated by signed name that we performed the work in accordance to what is described.  You will also notice that nowhere did we remove or address any mold issues that she may have.  The reason is because that was not our scope of work for this project.  In addition, ******************* which is Ms. ****** insurance company only provides for her a $5000 mold coverage.  At the time of the work ************** was contacting other companies to perform the put back of her contents and to provide any mold removal as protocoled by *********************************.  
  
  As you see all the work we described that we would do was done.  it was verified by the insurance company that paid ************** the check for our services. ************** received a check from her insurance company because of the work we performed, not only was **************************** in agreeance with our performed work as they are the ones who paid for our service, but ************** also stated by her signature of her complete satisfaction and the work performed is what was described to her that we would do.
  
  *******************

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19974695
  
  I am rejecting this response because:The agreement by Roto Rooter stated they would use antimicrobial but they did not.***** even stated that" This is on us" when they came in to see the mold.I signed assuming they had done the work they promised. I had no way of knowing they werent going to complete the job.They promised to remove all wet materials and use microbial  but they did not. If they had removed wet drywall and used microbial the problem would not have occurred . I realize this is not a company that will stand by its work. I just don't want another person to end up with a ********* bill due to their negligence. They know they were deficit.  They even expressed it was their fault. I want the Better Business Bureau to really consider whether this company is one they want to support because they certainly don't stand by their work. I hope this will save another unsuspecting customer from my experience. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/03/2023

  The claim that we did not use antimicrobial spray is ludicrous.  The claim that we would remove mold is absurd as well.  I have sent in the scope of work in detail describing what work was performed and what was not.  ********************* that paid Ms. ****** claim  agreed we did the work as described on the exactamate estimate invoice as well.  So obviously our word that we sprayed the antimicrobial spray as we claimed and the insurance company paid for is not enough for **************, so, maybe pictures of Roto-Rooter spraying antimicrobial spay in Ms. ********************* home will serve as proof that we do what we say we are going to do and we perform work in accordance to the industry standards that we are held by.   As you will see by the file that is attached to this rebuttal, 11 pictures of antimicrobial spray being sprayed over a 2 day period of time in Ms. ****** home.   Each one is time stamped and coordinates to our company GPS system that proves Roto-Rooter was present at her address.  in addition many of the pictures show the contents of Ms. ****** home which completely confirms that we did indeed spray antimicrobial spray in her home in the areas affected by the water, that the insurance company adjuster agreed to and paid ************** for.    Obviously we performed the work and have plenty of proof to show that this claim is frivolous and has no merit. 5/3/2023 Thank you.
  *******************

  

  Business Response

  Date: 05/04/2023

  still attempting to send files

  ****

  

  Business Response

  Date: 05/04/2023

  more pics of antimicrobe spay being performed in ms greens home

  Customer Answer

  Date: 05/24/2023

  I dont see where Roto Rooter explained why they did not remove wet wallboard whi h was what they agreed to do.. If the wet material had been removed I wouldn't have had thousands of dollars of mitigation to remove mold.. Roto Rooter did not complete their contract.

  

  Business Response

  Date: 05/30/2023

  This case was closed by the BBB on 5/15/2023 7:44:02 PM.  Obviously every issue and complaint has been addressed.   

  Customer Answer

  Date: 06/06/2023

  On June 2,   reconstruction on my house due to flooding on Dec. 25,2022 was finished. I was reviewing the BBB complaint I filed so I could close this part of my life. I was reviewing the photos sent by Roto Rooter to prove that anti- microbial was sprayed in my house. The photos dated Jan.6,2023 are not of my house. There are 3 pictures showing a man spraying that did not occur in my house.

• Initial Complaint

  Date:01/31/2023

  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 paid the local Roto Rooter company for a whole house replumbing in Sep 22. Paid ****k for the service. While they were here we asked if they insulated the lines as this was a result of our 3rd leak. They said yes. Yesterday we had the lowest temperatures in ******* 5 with a windchill below 0. We woke up to frozen water lines. When my husband went into the attic to check the lines we found that they did not insulate all of the lines they installed. We took pictures of the poor work they left undone. They insulated a couple of lines that we would obviously see but left approximately 75% of the lines uncovered. Not one faucet or toilet worked because of the frozen lines. They finally responded on 4 Jan indicating that they have been busy and the staff member forgot to complete the insulation and they would come out and insulate the lines. I informed them that since they did not come out or return my calls, we fixed it ourselves. I asked for cost of gallons of water we purchased, insulation purchased, and inconvenience experienced as we had guests/family visiting. To date I have not received a reply. I filled a complaint to their HQ and was referred to their contractor complaints as the ********** office are contractors. Via email she advised me to send the receipts to **************. I sent them via text to the phone number from which they called me. I tried to email ************** the ********** POC, but he has blocked my emails. They don't do quality work.

  

  Business Response

  Date: 02/02/2023

  As of this date I have not received the receipts that I had requested to see.  Clearly my corporate office instructed this customer to email those to me and provided my email address, however this customer states she text them to my cell phone, she says "the one i contracted her on."   I have never contacted this customer vis my cell phone nor would I.  I have no idea why when instructed to send via email and that address provided she would attempt to sent in another fashion.  Obviously she doesn't want a solution she only want to complain. The pipes in question were actually vent pipes and actually had noting to do with pipes freezing.  We do not wrap vent pipes as they only carry air flow.  The tempts did reach 5 degree and the whole city experienced a major freeze and pipes froze and burst all over the city.  I cant be held responsible for this customers lack of prep  or not allowing ALL of their faucets to run with a steady stream. This customer not only agreed to the work performed and the price, but also signed and stated she was 100% completely satisfied with the quality of work and work  that was performed. 

  I told *** in my corporate office for this customer to send me those receipts and let me see what see was speaking of.  In doing so this customer then responds back (to the ones working to help her) with statements of getting her taking us to small claims court.  At this point our hands were tied and as the one who was communicating with stated in the following email...".I have not and do not plan on responding to this last email of hers"  Obviously  as you will see from the email trail we have attempted to work with this customer not only from the local level but even from our corporate level, she has made it impossible to work to a solution for her.  We have attempted to show good faith and shown good customer service to this customer.   As you will see from the emails one of my generals reached out to her and she stated "we don't need or want your service"  she even alludes to this in the email to *** and she says..."As he indicated that I said their services were no longer needed,"    

  *******here is a copy of the email trail between this customer and *** in my corporate office.**********

   

   FYI response from ********************* below. I have not and do not plan on responding to this last email of hers. Thank you!
  
  *************************
  Senior Contractor Administrator
  Roto-Rooter ****************
  office **************
  cell **************
  **********************************
  
  
  
  From: ********************* <*******************>
  Sent: Monday, January 23, 2023 8:05 PM
  To: ************************* <**********************************>
  Subject: Re: FW: Very Unsatisfied.
  
  
  Yes, I can.  However, I do not have receipts for the emotional distress on my family (I had family home for Christmas), as a result of their negligence in insulating the pipes and we had to go almost 72 hours without running water.  I guess we'll have to settle the inconvenience and distress in small claims court.
  
  I will text the receipts to his phone.
  
  Thank you.
  
  On Mon, Jan 23, 2023, 11:47 AM ************************* <**********************************>wrote:
  Hi *****,
  
  I provided the update you sent me earlier today to the ****************** In order to entertain a refund of any amount, ******************* has requested you email the receipts for him to review. At that time h*** look into the issue to see if a refund of any amount is warranted. Can you please email a copy of the receipts to **********************
  
  *************************
  Senior Contractor Administrator
  Roto-Rooter ****************
  **********************************
  
  
  
  From: ********************* <*******************>
  Sent: Monday, January 23, 2023 11:42 AM
  To: ************************* <**********************************>
  Cc: ********************* <***************************>
  Subject: Re: FW: Very Unsatisfied.
  
  
  I informed him that we had already installed the insulation.  I also informed him that we wanted reimbursement for the cost of the insulation, 30 gallons of water our inconveinence is purchased due to their failure to properly insulate the lines.  Therefore he is not telling you acomplete story.  I advised him of such in writing via text message to the same number he used contacted me from.  As he indicated that I said their services were no longer needed, he should have advised you of the rest of my message.
  
  Therefore,he has shown himself to be untrustworthy as he does not tell the truth. Did he informed. You that I sent the request to him twice with no response.  
  
  When customers pay 14k+ for a job, we expect it to be done correctly.  They did not!
  
  On Mon, Jan 23, 2023, 7:46 AM ************************* <**********************************>wrote:

  Good morning,
  The location who serviced you is an independent contractor of Roto-Rooter. The general manager, *******************, and his team are responsible for handling customer service issues. We passed your email to their location when we first received it and asked that they handle. They responded to us stating ************************* reached out to you to discuss and you informed him their services were no longer needed. Should you wish to discuss this further or need anything else,please reach out to their office directly at ************.
  Kind Regards,
  *************************
  Senior Contractor Administrator
  Roto-Rooter ****************
  **********************************