ComplaintsforRoto-Rooter Plumbing & Drain Services

• Initial Complaint

  05/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Roto Rooter provided service to clean the drain line back in 7/17/23 at my house at **** ********* *** *********** ** ***** the 1st. time. They unclogged the drain and I paid for the service. They offered 180 warranty because it is "residential". They came for 2nd time on 1/25/24, but the warranty was expired. My wife was there, they unclogged the drain and she paid. Roto Rooter came for the 3rd time on 5/29/24 for the same issue. I was under the impression that it was still under warranty because the 180 days warranty had not yet expired. The technician told me that the 2nd time they came, they only offered 30 days warranty because they listed it as "commercial" instead of residential. I told technician that was not right. He called to try to fix the problem but his manager told him that they were going to charge me either way for their service. I also spoke to the office manager and she said there was nothing she could do because they listed it as a commercial the second time and 30 days warranty was expired. I told the technician they made 2 big mistakes; one listing my residence as commercial because they thought my wife was a tenant, and second cleaning the drain without calling the owner of the property (myself). Thankfully and Luckily they didn't do any damage to my house. Since they were not going to honor their warranty which is even listed on their website, I asked technician to leave my property. I ended up calling a different plumbing company and had to paid $370. Also, Roto Rooter charged me fuel surcharge for traveling over 20 miles both 1st ($10) and 2nd. time ($20). I attached the map and the longest route is 11.6 miles. Because of all of these and no willingness to fix their mistake, I am requesting a reimbursement for the following: Service paid to MAESER $370 (Invoice attached), Fuel Surcharge for both times $10 and $20 (Map route attached less than 20 miles), and Service paid for 2nd. time for failing to call the Home Owner $225. Total $625.

  

  Business response

  06/06/2024

  The home was changed from residential to commercial after I was told that the owner did not live on site. We give a 30 day warranty on commercial properties (rental Properties). The customer has never reached out to me to try and explain the situation. The first complaint I have seen is on this website.  If we were wrong about this being a rental property I would have happily changed the warranty and gone out to take care of the clog. Typically when the home has clogs as often as this home does there are problems with the line. These problems would void the warranty. The company that the customer called out after he told us to leave verified that the line is a problem line with a camera inspection and gave no warranty due to these issues. I have tried to contact the customer after this complaint was submitted to try and work out a solution and have gotten no answer and no call back. 

  Customer response

  06/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: *** **** stated that he has been trying to contact me, but to no avail. He only called once and left a short VM on 6/05/2024. I called back later that day and ******** (receptionist) said he was not in the office. Called again on 6/05, 6/06 and finally on 6/07 when I was told Sean was on vacation. ******** put me through *** ******** phone line and I left him a voicemail. No response. I decided to give *** **** time to return from his vacation, but I never heard back from him. *** **** also stated that he personally changed the status of the work order from Residential to Commercial when he was told the owner did not live there. My wife did not tell anyone that. That is absurd. We have been together and living at the same place for almost 5 years. But, even if my wife said that, I "The Owner" never received a call to give them a consent to work on my house. *** **** also stated in his response that if there were wrong about this being a residential, he would have changed the warranty and gone out to take care of this himself. That's a lie. The technician called the office while he was there standing right next to me and talked to the "manager" which I am assuming is *** ****. The technician said that the manager would not allow him to change it from commercial to residential and that he would have to charge me for their services because it was out of warranty. I also spoke to ******** (Office Mgr.) before the technician arrived at my house and she said she couldn't make any changes, and that looking at the previous order I would have to pay for any service provided by Roto_Rooter. She recommended I speak to the technician upon his arrival. I tried to fix the issue but Roto_Rooter did not cooperate, so I had no other option than to call a different company and add an extra expense of $370 to fix the line which I am requesting on settlement plus the 2 charges of $10 and $20 ($30) that Roto_Rooter charged for work location being over 20 miles which is a lie. The longest route to my house is 11.6 miles. They are liars and did want to honor their warranty. 
  
  Sincerely,
  
  **** ******* ******

  

  Business response

  07/11/2024

  I have made several attempts to resolve this issue with the customer by phone but have gotten no answer. If the customer would like to discuss this further the best time to reach me is between 8 and 10AM. Thank You. 

• Initial Complaint

  11/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Nov 8 roto rooter came to house to ‘unclog’ the drain from the clothes washer. At the time I called for the appointment I explained another plumber business had come out and unclogged the drain a bit and didn’t have the ‘bigger’ snake on truck to use. (They are expensive and not on every truck, another service run would have to be made and another fee would apply). I said at that time of appointment that the bigger snake was needed. RR came on the 8th. Couldn’t get drain to overflow. No snaking or drain work. I had previously put 2 gallons of draino max gel. ( probably temporary fix). On the 26 I got video of drain overflowing. Called roto to come back with snake. Yesterday they came back, Since I requested heavy duty equipment and first plumber didn’t check for clogs, I think there should be an adjustment to charges. I paid $100. 30 day warranty? No pipe or drain check first time. Yesterday heavy equipment used, pipe was clogged with hair and lint. $180. “ I’m paraphrasing don’t know why ____ didn’t check the pipe’. Plumber said as he was leaving and writing up invoice. I called this am to talk to a supervisor and ***** wanted the info to heads-up the super as she “might be busy”. I told her. “ “YES.” all charges were correct.” Was her response. I didn’t try any further to talk to anyone, however, I told her I would put a warning on the neighborhood blast. I hope this is not the way they do business. I have had service with them before and was pleased. Now? ***** ***** is the office manager. ************. A refund of $180 is what I’m asking for. **************************************

  

  Business response

  11/30/2023

   

  Good afternoon,

  after reading the customers complaint It seems as some of the information is missing. Roto-Rooter was called out to the customers home for a clogged washing machine drain line on 11/8/23 Our technician, could not get the washing machine line to back up she was only charged a diagnostic fee a fuel charge, and sold a drain care product that would not harm her drain lines. She was also giving a 30 dollar discount. There was no warranty on this service order. She sighed the invoice acknowledging her satisfaction with what was done paid the invoice in full and invoice was then emailed to her. Again on 11/28/23 Roto-Rooter was called back out to the customer once again Laundry line backing up again we sent a technician out to the home this time the line was able to be cabled technician pulled back lint, hair and other laundry debris. the customer was charged correctly for the drain cleaning, fuel charge she was also given a 30 dollar discount on this service and given a 180 day warranty if this line backs up or is clogged again in that time frame. There is no refund to be given per our General Manager ** ****. 

   

  Thank you 

  Customer response

  12/04/2023

  
  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.
  
  Sincerely,
  
  ****** ******

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  11/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10-9-2023 I encountered a "main line" blockage in the plumbing in my home. I had a plumber come out, from Roto Rooter, at the emergency rate of $398.00. I paid this, but come to find out the plumber told me he cleared the entire main line, but that was a lie. He just made the blockage worse for the future. On 11-4-2023, less than a month later, we now had water spewing into our basement, from yet another "main line" blockage. We had to pay another emergency rate of $85 for them to come out and attempt to auger the "main line." While the plumber, ****, was there, his supervisor ( as we heard the phone call) stated "just tell them you ran the whole line to cover your ass." We were told the problem was fixed, so we paid. When I asked for a receipt, **** went to his van out front. While he was presumably getting a receipt, we flushed a toilet and more water than before spewed out of the hole. We ran outside to ask for help and he said " I can't help you anymore" and literally pulled away in his car. I called Roto Rooter to ask for help, and they said only **** was on call so they could not help us. I asked for my money back, since he made the problem significantly worse, not better. Since water was flowing into our basement, we had to call ANOTHER emergency plumber, who had the initial problem fixed within 30 minutes and he showed us that the original 2 plumbers did not run the "main line" that I paid for AT ALL. Not to mention that during this process, in our brand new renovated bathroom (less than 2 months old), completely ruined our grout and stained our tub and toilet. Which I have photos to provide upon request. I initially wanted only my $85 back, but now I feel quite upset and used by this company so I request all payments made to be refunded. This company is not helpful at all. The initial plumber even stated to me that he "works on commission" so they like to uncharge customers for more money. I can provide more information and proof upon request.

  

  Business response

  11/21/2023

  We have responded and taken care of any issue she had. I spoke with her and after we explained the situation she had and we also went back to her and completed another job with a camera and showed here the actual problem she had she agreed to take down or remove the BBB post and was a satisfied customer. So i hope she gives us a good rating and does as she said about the removal of the post

  Thanks ** ****

  Customer response

  11/21/2023

  
  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.
  
  Sincerely,
  
  ***** *****-**********

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

*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. ↩