ComplaintsforRoto-Rooter

• Initial Complaint

  06/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  March 2024 Roto-Rooter came to my new home due to leaking water lines under my newly purchased home. I was pressured into signing that very same day a loan with Roto-Rooter for $10,000 plus and promised that ******** would reimburse me, that this was needed to get the repair started asap, and that this is very typical of Home Insurance Companies. I was pressured to agree to the loan during the initial service call, not having time to fully understand what was happening other than my home had water damaged and my possessions were damaged. I was later told by my claims adjuster from ******** that Roto-Rooter scammed me into taking a loan out for the repair for over 10k, without ********* Approval for Repairs, which the Claim for ******** was only approved for 2k leaving me with a bill for 9K, which ******** says there was nowhere near 11K of water damage work done at my newly purchased home of a couple of days. I feel that due to me being a senior citizen, single African American women who was in a crisis, I was taken advantage of, due to the fact of both Roto-Rooter employees inquired about my credit score 10 mins after arriving at my home. This is a scam and very unethical and a bad business practice of capitalizing on a person's crisis. I feel like I was targeted and discriminated by the Caucasian Employees at Roto-Rooter who took advantage of me during this crisis.

  Business response

  06/24/2024

  Good Afternoon,

  We received this BBB complaint on 6/18 and tried to contact the customer on 6/18, 6/21, and 6/24 but have yet to make contact with the customer. We have completed two jobs for the customer at ** **** ***** ***** ********* ** ***** - a $8,556.58 Water restoration/mitigation and a $11,591.11 Excavation. The Water restoration/mitigation was fully covered through insurance and the Excavation was split between $9,600.00 being covered through ********* financing and $1,991.11 through insurance. It seems there was a misunderstanding about insurance covering the excavation portion of the work we performed.

  The majority of the work we do out of our Water Department is covered through our customers homeowners insurance and we start/finish the job through them. Unfortunately, the majority of the work we do out of our Excavation Department does not get overed through homeowners insurance or only a small portion is. Prior to starting any of the excavation work we inform the customer that we will need to be paid directly or they will have to finance - which I have attached the copies of the signed estimate and ********* financing slip.

  I understand that the insurance only covered a small portion of the total bill but unfortunately that was up to / on the insurance company and not us. We did not have the customer get finance for any of the Water Restoration/Mitigation work we did at the same time because we knew and went through insurance. On the flip side we had the customer get financed prior to the work being started due to the fact of how insurance typically does not cover excavation work.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The work they done was for *** ******* my son but I paid for it. Supposed to fix pipes under trailer and take old with him did not replace one pipe. 

  Business response

  08/13/2023

  Our plumbing manager met with Mr. *******. All concerns were addressed and a $500 refund was agreed upon. The is now satisfied and agreed to update the BBB of the result

• Initial Complaint

  02/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  on2/22/23 roto-rooter came out told me i had broken pipe in crawspace they would have to fix an put in new clean out replace 8' of sewer line and it would cost 17,966.00 I asked why they would they just fix the pipe and roto from there ****** ask about home INS. and said they would pay 80% he said he had all the pictures to show them and knew what to say and show them. so like the lamp led to his grave I bit hook, line, and sinker they did work on 2/23/23 i paid that day took bill to INS. 2/24/23 they said no but roto-rooter is known for this. I called their company. they put me in touch with ****** now he tells me he never said that.

  Business response

  03/09/2023

  I reached out to *** ******** on 3/6/23 to inform him that I would be reaching out to his insurance agent to see what they need from us to see if he has any coverage that would apply.  I called and left a message with the agent on 3/6/23 and on 3/8/23.  No response from them yet.  I informed *** ******** that I would be working with his insurance company on his behalf to get the documents that they request to see if his policy has any coverage.
  Thank you,
  ***** ********, Operations Manager

  Customer response

  03/09/2023

   I am rejecting this response because:
    I beleave they leid to me they are saying they never told me the INS. co. would pay 80% of the bill the only way for them to resove this is to take the 8,000.00 they have as payment in FULL

• Initial Complaint

  08/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Roto Rooter came out to my address on 8/20/22 for water in my basement. Ran a camera in the line and there was 2 blocked areas they said. Charging $7,500 for replacing a 10 foot section of the sewer line. I have requested multiple times for an itemized receipt of why the charges are the way they are and have still yet to receive them. Tried calling the corporate office and left a voicemail.

  Business response

  09/06/2022

  A detailed breakdown of work performed has been emailed to Mr. ***. We have also refunded the previous drain cleaning service to his ******** card used. 
  

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had flooding in front of my house and in the back of my home I thought it was from the rain everyday that we had that we had but instead it was a pipe broken under my house and I don't know how long it was broken according to rotor rooter link to rotor rooter since winter. I called rotor rooter They came out and fixed it and said I needed to call restoration instead he called and set it up for me because I'm an 84 Year old woman that lives alone, Restoration came out Told me all my floors were saturated with water due to the moisture under the house because of the water sitting down there so long It was about 2 weeks before I heard anything from anyone I started making phone calls along with the help of my caregiver, Then rotor rooter Called and said my claim was denied And a week later called and said it was Approved that they were coming out that day to dry out some of the floors They ripped the flooring out in 3 rooms my kitchen the hallway and main bathroom 2 weeks went by did not hear from them I care giver started making phone calls to find out it was never approved I have a torn up Floors that are unfinished and dangerous to walk on And neither all state insurance or rotor rooter want to fix It they now say it's my problem and I cannot afford to fix something I do not ask them to Tear up I am asking for help to get my 3 rooms fixed that they tore up Before somebody gets hurt on these dangerous floors

  Business response

  06/30/2022

  We reached out to ******** in regards to this matter.  Her insurance company denied the claim after multiple attempts in assisting her to get this work covered. We are not in control of what her insurance provider covers and does not cover. We have done everything we are able to do on our end.

  Customer response

  07/01/2022

   I am rejecting this response because:
  
  
  they tore up my floor without my insurance company's permission and lied to me and said they had permission from them so they are responsible for replacing it

  Business response

  07/13/2022

  After further review of Ms ******* circumstance, it was confirmed that this work was properly contracted. This was a major loss in which we were pursuing the mitigation needed per the IICRC industry standards. We are very concerned for the health and safety of Ms. ****** and her home. This property requires mitigation to the standards put forth by the IICRC. If your insurance company does not cover this loss, we do offer financing.
  
  

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roto Rooter charged me $9,487.16 to replace sewer line from house to curb, only did about 50% of work. 4/18/22 - Roto Rooter comes out and replaces my home sewer line in the front yard. Said they were going to replace from landscaping front of house, to the curb. Stated they checked further down when they disconnected pipe, and no more rooters further up in pipe. They left with the old pipe in pieces in the mound of dirt they left. Also tore up front yard more then what was needed to trench. Mound wasnt pushed back all the way to the landscaping, I had to fill in the rest in the later weeks. 5/30/22 - More issues, Tech comes out, says too have pushes hose with jetter 150ft into my cleanout and blasts water through line. There is still standing water in the pipe. Set up an appointment to have someone with a camera come out. 6/1/22 - City comes to house with Midwest Pipe and Drain before Roto, fed camera through. Found pipe settled approx. 3inches, why its holding water. Found roots still there, 2 feet from where they stopped before the curb by 10 feet. Found they didn't replace pipe below landscaping, they had dug it up and said would be replaced. Midwest said there was hole in 1 connection they put. Have USB with video evidence of lack of work. Roto showed up, presented with info, admits job was done incorrectly, not what had told me was supposed to be done. Tech gives his supervisor's number to call. No answer, a text saying he will call us later. No call comes. 6/2/22 - Text supervisor back and agree on time to talk. He agreed to come out and fix, but explained now my yard will be destroyed further and cost more money to fix. Asked for repair, lawn to be fixed, and my money refunded for the ongoing issues, and lack of finishing the job. Said it was my problem. Said his boss will call to settle the manner. No call rest of day. 6/3/22 - Text supervisor stating no call yet, and ask for boss' name, phone number, and email so I can contact. No response.

  Business response

  06/30/2022

  Our Operations manager reached out to Mr ****** and has resolved all matters.

*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. ↩