Complaints

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

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• 

  Roto-Rooter

  2125 Montana Ave Cincinnati, OH 45211-2741

• 

  Roto-Rooter Plumbing & Water Cleanup

  12034 Exit 5 Pkwy Fishers, IN 46037

  
• 

  RR Plumbing Roto-Rooter

  280 Meredith Ave Staten Island, NY 10314

• 

  Roto-Rooter Plumbing & Water Cleanup

  3 Alan B Shepard Jr Pl Ste A Yonkers, NY 10705

  
• 

  Roto-Rooter Plumbing & Water Cleanup

  1130 140th Ave NE Suite 305 Bellevue, WA 98005

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:09/09/2025

  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 reached out to Roto Rooter to hopes of finding the source of a bathroom leak that
  was causing water damage to my kitchen ceiling below. Their representative came to my home and inspected the bathroom and all faucets and stated that everything was fine and that the leak must be coming from pipes below the flooring. He then advised of the need to cut away the kitchen ceiling below to inspect and repair. He called his mitigation coworker, Lloyd, who suggested the ceiling below to inspect removed and that my insurance claim should include the need to replace flooring and cabinets. We simply wanted to know where the leak was coming from and have it fixed. The kitchen ceiling was cut out and fans were set up to blow and dry out moisture. No leak was found which is all we wanted. The plumber returned a second time and then turned on the shower and surmised that the leak was at the shower handle. He did not conduct this test the first time, or before the suggestion to cut open my kitchen ceiling??? The fix could’ve been handled with a 10 dollar tube of sealant. Next, we realize that in the process of cutting plastic for the hole in the kitchen ceiling, that the technician slice our laminate flooring. I realized that we were dubbed and called Lloyd to ask what would be done about the hole in my ceiling and the fact that it was never necessary to cut into the kitchen ceiling. He said “ Don’t look up.” Finally, I receive a bill for over 1300 hundred dollars for mitigation that the technician himself shared was not worth more than a couple hundred of dollars when asked if his work was worth paying our 1000 deductible. Still no repair took place, but I now have a hole in my kitchen ceiling, a long slice in my floor and Roto Rooter calling for 1300 dollars. This is fraud at its finest.

  Business Response

  Date: 09/10/2025

  Roto-Rooter ********* apologizes for any inconvenience this situation has caused our customer and for any comments made by the Field Supervisor. The amount due for restoration services is cleared from the system and we will not attempt to contact *** ******* further. Thank you 

• Initial Complaint

  Date:08/22/2025

  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.

  Date of Service 8/15/2025
  
  Over charged for service
  
  The plumber came to unclog a kitchen drain and was there for about 30 minutes, did not use any parts or materials for the job. Had I have known the cost of the service prior to the plumber doing the job I would have called another company.

  Business Response

  Date: 08/23/2025

  The customer was quoted our 2025 flat rate price for the job prior to any work beginning.  He agreed to that price and signed the work order authorization.  Our technician completed the work, confirmed a successful outcome.  He showed the customer the job is complete and demonstrated how to use the drain care product.  The customer signed the invoice stating he was satisfied.   The price has been verified as correct for the 2025 year.  I provided a $75 discount to the customer on Friday as a courtesy.  No further discount will be provided.  We ask that this complaint be closed

• Initial Complaint

  Date:08/21/2025

  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 regarding the plumbing service provided on August 10, 2025, for water backing up into my basement. I was denied a full reimbursement of $1,825, as the service did not resolve the issue.
  
  Details of the issue:
  
  I contacted the company August 10th because water was backing up into my basement when running the sink and garbage disposal.
  
  When the technician arrived, I explained the problem and noted that I was unsure whether the issue was the pipes or the disposal. I later learned he is not a licensed plumber and was unable to properly evaluate the disposal issue, which was contributing to the backup. He never informed me of not being a plumber and never evaluated the garbage disposal when we clearly brought up that we thought the garbage disposal might be the culprit behind the flooding. When calling a plumbing company, I assume they send a plumber.
  
  Just as a doctor does not expect a patient to diagnose themselves, I relied on the technician’s expertise to accurately identify and fix the plumbing problem. I reasonably expected that a competent professional would perform the work necessary to resolve the issue.
  
  Based on his assessment, I agreed to the proposed pipe work, expecting a competent resolution. The next day, the sink continued to back up when using the disposal.
  
  I contacted the company on August 13th and August 20th, requesting management intervention. I received no resolution, and my requests for a refund were denied.
  
  I was able to resolve the issue myself using a simple vinegar solution. The service performed should have addressed the problem, yet the $1,825 bill was incurred unnecessarily. A competent evaluation would have prevented this. It is not the responsibility of the customer to know what type of professional or work is needed. It is the job of the service provider.

  Business Response

  Date: 08/28/2025

  Upon review of the situation, we have decided to provide a refund to Mr. ***** and expressed our sincere apologies for the issue. 

  Customer Answer

  Date: 08/28/2025

  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:08/19/2025

  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.

  Roto Rooter came to my house due to a water leak in my office. They repaired the leak which was clean water no sewage involved. After they finished the project and filed with my insurance company, they placed work on the invoice which they did not perform (See below). Disputed and Unwarranted Line Items:
  • Line 5: Decontamination of equipment – Not warranted for Category 1 loss (only applicable to Category 3 losses).
  • Line 6: Full pick-up truck debris removal – Not warranted; ****** estimate reflects 0.25, adjusted to 0.5. No such thing as “half a van/truck” in this context.
  • Line 8: Heavy-duty gloves – Not warranted; disposal gloves are sufficient. Heavy-duty gloves are for demolition purposes, which was not required.
  • Line 16, 29, 39, 48: Tear out baseboard up to Category 3 – Not warranted; per *********, this is based on saturation level, not category.
  • Line 18, 31, 42, 50, 57: Anti-microbial – Not warranted for Category 1 loss. Adjustments in ****** estimate already account for any minimal application.
  • Line 25: Negative air scrubber – Not warranted for Category 1 loss.
  • Line 61: HEPA filter – Not warranted for Category 1 loss.
  Summary:
  The above items should be removed or revised to align with the actual scope of work needed for a Category 1 loss. Certain materials and equipment listed were unnecessary, never utilized, or inconsistent with industry standards for

  Business Response

  Date: 08/25/2025

  Talked with the customer and final estimate review will be conducted Tuesday morning for closure.  Will reach out to customer with any reductions and review with them.

• Initial Complaint

  Date:08/14/2025

  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.

  On August 11, 2025 I called Roto Rooter to replace a worn cartridge in the faucet, the job was executed inadequately and at a cost that I find both excessive and unjustified The quality of the work performed was substandard and revealed a clear lack of experience. The technician caused damage and required assistance from a supervisor and a second individual to continue the repair.
  Midway through the job, I was told that the technician would need to cut into the tile—or
  go outside and cut through concrete—because he was unable to release the cartridge.
  However, the surface in question was not tile, but a one-piece ********** plastic enclosure.
  Not understanding the full implications and wishing to avoid exterior work that would
  impact HOA property, I reluctantly agreed to the interior approach. As a result, I am now
  left with damage that I must pay to repair. The technician also left the shower in an unacceptable condition. My white shower and
  floor were left filthy, marked with black scuffs from his shoes that I have been unable to
  remove through cleaning.
  Furthermore, I was billed $1,075.20 without being provided a clear, upfront estimate. This
  contradicts Roto-Rooter’s stated policies and violates basic consumer rights regarding
  informed consent. I was initially quoted $185.00 for diagnosis and $400.00 for the repair,
  to which I agreed and signed the necessary documentation. However, several hours later,
  the technician revised the cost to $698.00 without any clear explanation or change in the
  scope of work. He also made 4 trips to **** ***** due to getting the wrong parts.
  Upon final billing, the cost of parts had inexplicably doubled to $377.50—an amount he
  claimed was standard practice, despite never disclosing this in advance.
  In light of these issues, I am requesting the following:
  1. Immediate correction of the faulty repair and cleaning of all marks left behind, at no
  additional cost.
  2. A partial refund aligned with the original quoted price

  Business Response

  Date: 08/25/2025

  We were truly sorry to hear that ********* experience did not initially meet her expectations. Once the matter was brought to our attention, we reached out directly to listen, understand her concerns, and work toward a fair resolution.
  Together, we agreed on a 50% refund as a gesture of goodwill, while acknowledging the repair was completed. ******* confirmed she was satisfied with this outcome, and we provided her with a copy of the refund receipt.
  We are glad she is happy with the resolution and see this as an opportunity to learn, improve, and continue upholding the professionalism and transparency our customers deserve.

• Initial Complaint

  Date:08/13/2025

  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.

  Sat 7/12/25 Roto Rooter assisted in cleaning out my clogged main line, no complaints there, I was pleased with the service. My issue is I was told they would return to send a camera down (complimentary) to gain further understanding of potential drainage issues. Days went by, I heard nothing, so I called. I was assured someone would call and schedule an appt. No one called. I called again and was told I have a service window of Wed 23rd-Fri 25th 1-5pm. No one showed. No one called. I called again, explained my situation, the operator was very courteous and stated she would “escalate to management” as I “should have definitely heard something by now”. I explained I had little faith as I’ve been told this already, but she was adamant someone would be in contact. Never heard anything.
  
  Keep in mind I’ve had my toilet off to the side in the same spot since July 12th, as I was instructed I’d be charged to take it back off later, and it’d be easier to leave it off. I agreed. Now it’s been a month 8/13/25.
  
  I’ve called July 13th, 14th (multiple times) 17th, 22nd, 24th, and the 29th. All with confirmations that I would hear back.
  
  I’m simply asking RR to complete said job, and at least act like they’re considerate of my time. RR has been very helpful in the past, and I thought we were on a path of getting to the root (bad pun) of the problem where further service from them may be required. Unfortunately, it seems being that this camera was a free service, there’s no motivation to follow up.

  Business Response

  Date: 08/14/2025

  This complaint is the first we have heard of this issue.  We will contact the customer to schedule the camera inspection.  

• Initial Complaint

  Date:08/13/2025

  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.

  On 3/24/2025 I called roto rooter for a clogged drain in my basement. Plummer arrived. said the main sewer line had to be replaced as it was broken in several places and the work he did would not hold. He did take $588.00 for the job anyway. in a very short time a field supervisor named I**** A****-G**** arrived to sell me on a new sewer line for a cost of $ 18000.00. HE GARANTEED me that amount would include everything that had to be done. EVERYTHING. he had me sign on a Docu-Print pad several times and when i asked what I was signing he misled me, deceived me and lied to me. after the job was completed he sent an additional bill for over $7000.00 to my *** insurance co. The mitigation that was stated on the bill was not needed. I did not have an overflow of sewage. I had a clogged drain only .I told *** that the bill was not warranted so they sent me the money. roto rooter now has me in collection for the additional $7000.00 on top of the $18000.00 I paid them. I am an 80 yr ,old handicapped female that was taken advantage of by a very unethical representative of roto rooter. If this a common practice of the company , they should have their license to operate in ************ take away. I always thought there were laws protecting the elderly from this kind of deceptive business practices.

  Business Response

  Date: 08/13/2025

  We were called out to the property at **** **** ** for a main sewer line clog. After a camera inspection, it was determined that there was an issue in the line that required an excavation. This work was performed for $17,800.00 which WAS paid for by the customer. Isaac, the technician in question, has nothing to do with this department and is part of our water mitigation team. We went out and performed a mitigation job due to the sewage being soaked up by the carpet and standing sewage by the washer and dryer. The job was performed and dried by ***** standards and promptly sent to her insurance company. The money paid to her by insurance, was for the water restoration. She has reiterated to multiple employees at Roto Rooter that she took the money and placed it into her escrow account and that it is hers. She was then sent to our collections department and we can no longer negotiate on the bill.  

• Initial Complaint

  Date:08/13/2025

  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.

  On 7/19, we called Roto Rooter because we had a kitchen faucet that was running slowly. Their plumber misdiagnosed the problem and replaced a functioning part outside, billing us $2312.06. His work had no impact on the kitchen faucet, but it created a violent and unpredictable water hammer that threatened to break the pipes going into the house (video on demand). We paid $1375 more to fix the faucet, replace the part that Roto Rooter installed, and fix their plumber's work. Before we did that, Roto Rooter refunded $700 and sent out two techs, neither of whom could address the problem. They then began to ignore our calls and a detailed email describing the problem they had created. I last spoke to a clerical person last Friday; she assured me that a manager would call on Monday. No one has called. We have submitted a claim for a full refund of the amount we initially paid through ***** *****, whose credit card we used to pay the bill. But we also want to submit this formal complaint because the service was so disastrously poor and destructive.

  Business Response

  Date: 08/13/2025

  the water hammering that is happening at his property, is not due to the work that we provided, it is coming from the city system, per his Partner Vivian, this has been going on for a period of time. 

  we have sent several tech's out at no additional cost to the customer, to try and resolve this issue, The main water line that comes in to his house is Not up to code, so it will be prone to additional movement. we tried to explain this to Don, but he would not listen and kept saying that our work is at fault, 

  we did replace the Pressure Reducing Valve as we could not get it to go above 48 psi, this was causing some of his water pressure issues in the establishment, after the repair the pressure was 60+ psi , we even offered to replace the sink that he was having issues with if he bought the part we would do that at no cost to him, instead he choose a different company to repair/replace that. 

  we have requested the invoices of the work that was done to " repair our work" we have not yet received

  we have tried to work with this customer, he does not believe that there is any other issues than the work we did, all work was done to California Plumbing Code. 

   

  Customer Answer

  Date: 08/13/2025

  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.

   

  To whom it may concern:

  
  The diagnosis that Roto rooter made--that the problem was coming from the city/*****--was incorrect.  We had their work redone by another plumbing team (******* Plumbers,  Berkeley) and the water hammering was eliminated.  That was the work that cost the additional $750.
  
  
  Regards,
  
  
  
  ****** ****
  
  

  Business Response

  Date: 08/22/2025

  Unfortunately, we do not agree with the facts as stated.  On the date of service, we diagnosed the pressure regulator to be defective and to be under 48 psi and in need of replacement.  Upon replacement, the new PRV tested within the "normal" range of 62 psi.  Kitchen faucet was still faulty and did need to be replaced.  Roto Rooter has sent multiple technicians out to verify the situation after the original complaint and has tried to work with the customer to resolve the issue and has asked for verification of the alleged additional work performed by another company to which we have not been provided documentation.  That lack of documentation along with our verification of the integrity of the work performed convince Roto Rooter that the charges are valid and no further discount or refund are due.

   

  Thank you,

  Customer Answer

  Date: 08/26/2025

  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.

  
  
  Hi.  For the sake of clarity, I’ll reply to what Roto Rooter wrote step by step.
  
  
  1) The reply ignores the fact that replacing the part that Roto Rooter installed stopped the water hammering.  (See ******* Plumbing receipt of 8/11).  In other words, the hammering began when Roto Rooter replaced the regulator, and it continued until that regulator was replaced. Then it stopped completely.
  
  
  2) There is no evidence that our original regulator was ever defective.  As noted in the email we submitted with our original complaint, my husband witnessed the recorded pressure as 51, a figure Mr G****** apparently lowered in his invoice. The problem we had called about was  just a faucet blocked by sediment. We had never had trouble with water pressure in the house as a whole.
  
  
  3) ******* Plumbing repaired all the plumbing difficulties that we had called Roto Rooter about on 7/29 (see receipt)—our kitchen faucet, plus a small problem in the in-law unit.
  
  
  3) I believe that my husband has sent Roto Rooter both ******* invoices.  I know that he tried.  It is possible they did not receive or accept his  messages. 
  
  
  In summary, Roto Rooter failed to address the problem we called them for and charged us over $2300 for work that did not need to be done and that created another $750 in damage.  They then refused to accept responsibility for the water hammer that began after their work, initially blaming a normal water shutoff (from the repairs that ******* did in July) and then the local water district (!) rather than looking at the obvious cause.  ******* came to the conclusion that they had installed a faulty regulator.  That may very well have been a mistake, but they are responsible for their misdiagnosis and refusal to accept responsibility for the damage they caused, much less correct it.  
  
  
  I would add that Roto Rooter evaded our emails when we tried to address this issue with them, and, when we submitted this complaint, made an aggressive, even bullying, phone call to my 78-year-old husband. 
  
  
  Having heard our case, ***** ***** has issued a provisional refund for the amount of the initial charge.  That leaves us with the $750 we had to pay to fix the water hammer that Roto Rooter’s work created.  
  
  
  Thanks for your work here.  It’s important.
  
  
  Regards,
  
  
  
  ****** ****
  
  

  Business Response

  Date: 09/04/2025

  Good Day 

   

  the claimant has already been refunded the money through a Credit Card Dispute. 

  Since the funds have been Refunded, we will consider this case as closed 

   

  Jon

  G****** 

  Customer Answer

  Date: 09/18/2025

  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 

  hi. Thank you for following up. As I said in my last reply, ***** ***** has issued a provisional refund for the money I paid Roto-Rooter. I expect that to become finalized soon. I am still asking for Roto-Rooter to reimburse us for the $750 that we needed to spend in order to fix the damage from the work they did. Their response ignores that request. I believe you have the receipt for that $750 repair, but I will attach it again. (I apologize for the extra receipt. I can't see which is which on my phone.) Thank you for your time and work.

  
  Regards,
  
  
  
  ****** ****
  
  

  Customer Answer

  Date: 09/24/2025

  Hi.  ***** ***** has provisionally refunded $1612.06.  That, in addition to the $700 that Roto Rooter refunded earlier, makes for a complete refund of the original charges.  As you know (but so you have everything in one place) we also had to pay $750 to ******* Plumbers to repair the damage that Roto Rooter caused.  We are asking Roto Rooter to cover that expense. Thanks for your work here.

  Best--******

• Initial Complaint

  Date:08/08/2025

  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.

  Date: March 1, 2025
  Amount: $4,019.64 (insurance) + $1,949 demanded
  Service: Water mitigation for overflow
  Issue: Fraudulent pricing and deceptive practices
  On March 1, 2025, I had an overflow in my half bathroom affecting basement. Contacted Roto-Rooter for emergency water mitigation.
  Deceptive Pricing:
  
  Contract: vague $3,000-$8,000 estimate range, no specific pricing
  Final invoice: $5,968.54 without prior notice
  Primary work area: 18.53 sq ft half bathroom
  Cost: $257.60/sq ft (80% charges allocated to main area)
  Industry standard: $3-30/sq ft
  Overcharge: 8-85x normal rates (~$4,000+ excessive)
  
  Misleading Scope:
  Invoice shows charges for 330 sq ft basement + 48 sq ft bathroom, but actual work in these areas was minimal equipment placement. Major work concentrated only in 18.53 sq ft half bathroom.
  Insurance Manipulation:
  Filed claim without customer knowledge of amounts. Used insurance approval to justify unreasonable pricing. Demanded $1,949 "deductible" despite excessive charges. Threatened to cancel insurance payment when questioned.
  Failed Resolution:
  Requested pricing justification and questioned $257.60/sq ft vs industry standards. Company refused justification, deflected with "insurance approved it," threatened collection action, used intimidation tactics.
  Consumer Harm:
  Systematic overcharging 8-85x industry standards exploits emergencies and insurance processes, likely affecting other customers.
  Violations:
  NJ Consumer Fraud Act, NJ Home Improvement Practices Act transparency requirements.
  Sought Resolution:
  Reduce charges to industry standards ($1,500-$2,000 total), refund overpayment (~$3,000+), transparent pricing implementation.

  Customer Answer

  Date: 08/26/2025

  From: [email protected] <[email protected]>
  Sent: Tuesday, August 26, 2025 7:21 PM
  To: Info <***********************>
  Subject: Message from BBB.org
  
  URGENT - Company Provided False Information - Case #******** Dear BBB Mediator, I need to report that Roto-Rooter has provided materially false information regarding Case #********, which may impact the mediation process. COMPANY'S MISLEADING STATEMENTS: 1. "We have made several attempts to collect that check and you have refused on numerous occasions" - This falsely implies I'm withholding an insurance check 2. Claims I'm refusing payment rather than disputing excessive charges ACTUAL FACTS: 1. State Farm appropriately paid me $4,019.64 as the policyholder 2. I am legitimately disputing the $1,949 deductible demand due to excessive ancillary charges for 18.53 sq ft of work 3. This is a pricing dispute documented through proper channels, not payment refusal CONCERN: The company is now threatening collections based on these false facts. They appear to fundamentally misunderstand the dispute or are deliberately misrepresenting it. MY POSITION: - I offered $1,200 settlement (61% of their demand) - This represents fair compensation for 18.53 sq ft of actual remediation work - Main dispute: $2,048 charged for basement "equipment placement" plus $1,462 in questionable ancillary fees REQUEST: Please clarify with Roto-Rooter the actual facts before proceeding. Their collections threat based on false information is concerning. I have all documentation available and remain willing to resolve this reasonably. Thank you, ******** Chen Case #********
  
  Sent from ******** **** (************************)

  Business Response

  Date: 08/27/2025

  Roto Rooter performed work for Mr. ******** ****, which was paid in full by the insurance company minus the cost of the customers home insurance deductible. ******** Chen received a check from his insurance company for $4,019.64. This is the amount of Roto Rooters invoice less his home insurance deductible ($1,949). Roto Rooter has made several attempts to collect the payment from the homeowner which have been denied. Mr. **** has a balance of his account of $5,968.64 for work provided. This amount, ($4,019.14) as stated above, was paid in full by the insurance company to cover Roto Rooters invoice except for Mr. ****'s responsibility of his deductible for his policy ($1,949.00). Mr. **** is in contract with Roto Rooter for the balance and refuses to pay.

• Initial Complaint

  Date:08/08/2025

  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 July 31, 2025 I contacted Roto Rooter about water that had come into my basement during a heavy rainstorm. The first person they sent out looked over the problem and said that they would need to clean out some drain lines first and then they could look in with their cameras to determine the problem. That cost $720. The first guy cleaned to the lines and a manager came in to operate the camera. The manager said that I had old tile drainage with a crack and that they would have to excavate, replace the pipe, and clean out the lines. The price for that was $9,326 up front. I paid, and on August 5, 2025 a guy with a shovel showed up to do the excavation. He spent about an hour digging, and found a PVC pipe not tile and it had no crack. He cut a section of it out anyway and they cleaned the line, then replaced the section. This in no way resolved the problem. When I pointed this out they offered to excavate more of the line for $15,000, but finally admitted that it wouldn't solve the problem and then told me they couldn't do anything about basement leaks and suggested I contact a different company for that. They should have told me that from the start before charging me over $10,000 to not solve my problem.

  Business Response

  Date: 08/08/2025

  The customer was informed there was an issue with a pipe not a tile as stated in the invoice. When the pipe was accessed it was full of dirt and stone which was cleared as a part of the service. There are further concerns which were communicated to the customer but he did not want to discuss those at the time. At no point was a price for further work provided and no representative of Roto-Rooter stated the work would not correct the issue. 

  Business Response

  Date: 08/13/2025

  I spoke with the customer and explained that the repair we made was to fix a section of blocked or broken pipe. Broken meaning that the pipe no longer works as it was designed. Upon arrival and diagnostics our fix solved a small issue Uncovering much more work needing to be done. The sewer jet could not clear the line due to the amount of debris, dirt and stone in the line. Per the contract we advised the customer that more work was needed for a permanent solution. The customer was not interested at that time. I advised I would give a discount on the next step to correcting said work and give 90days to decide if he wanted to move forward. 

  Customer Answer

  Date: 09/24/2025

  I have not contacted any other companies. I have worked to resolve the issue on my own.