Complaints

• Initial Complaint

  10/02/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  I have been having water back up in my home bathtub and shower 2 separate bathrooms. Every time I call Roto Rooter, they come and charge me for their service. I pay but I am on disability and have limited monthly income I called ************ today 10.01.2024 at 4:12pm and spoke with *** who said she was the on-call supervisor, she said no one was available to speak to me at supervisor level and I see the website said they are open until 5pm She said my last service appointment was 06.17.2024 and that I would have to pay for service again for the same problem I asked her for my service history this is happening too often Every time they come they clean out the main drain A general maintenance contractor that a church member referred me to said it is a tree in my front yard causing the back up and roto rooter should have communicated that with me. I feel they are taking advantage of the disabled elderly. I cannot live in my home with water backing up in the shower and tub. Can BBB please assist me asap? I don't know what else to do Thanks My name is ******* ********* and my best contact number is my cell phone ************ My address is *** ***** ***** Montgomery, AL 3611

  Business response

  10/04/2024

  We provided services to customer on 3/2/2023 and then 6/14/2024. The customer called in and spoke with our after hours person who answers the phone, which is **** *** schedule for us to go back to location on 10-2-24. We attempted to contact customer 10-2-24 at 9:54 am and come back to location ( we were going to come free of charge after speaking to our manager and unstop the sewer line and provide a root treatment for free of charge ). Our technician tried to call the customer and she said she did not want any services and hung up. We then received this complaint from BBB. We tried to call customer and speak to her about the situation and she did not answer, so I left a voicemail. The customer then called back and she stated that she has been sick recently and was not trying to be rude to our technician but she was leaving to go to the doctor when he called her, so that is why she cancelled. We told her that we would come back today, 10/4/24, and clean her sewer line free of charge and camera the line free of charge to try to see what was going on. We also stated we would try to do a root treatment if needed, if roots where in the line. Upon arrival we cleaned and camera'd the sewer line, and found that there are roots growing in the sewer line under the slab and in the yard. There is also a break in the sewer line that needs to be repaired. Customer did not want us to do the root treatment while we were there. We provided the root treatment product from RootX to her and gave her the form to be able to send in to RootX to receive a year warranty on their product alone. She said she would get someone to do this treatment for her later. We told customer we would provide an estimate to her to have her line repaired/replaced, and that the estimate would be free but the repair work would not be. We have attached the pictures and invoice to this response as well. We provided an estimate to have her line repaired/replaced today 10/4/24. 

*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. ↩