ComplaintsforRoto-Rooter

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to express my dissatisfaction with the service I received from Roto-Rooter concerning the installation and subsequent repairs of an outdoor faucet and hose at my residence. In May 2022, Roto-Rooter installed an outdoor faucet and hose at my home. This installation came with a warranty. In May 2023, the faucet began leaking. Since the installation was still under warranty, a Roto-Rooter technician was sent to fix the issue. However, in June 2024, the faucet started leaking again, despite being out of warranty. I called Roto-Rooter for service, and another technician identified that the vacuum breaker needed replacement. I was charged $423.19 for this repair. It is highly suspected that the vacuum breaker was not accurately installed during the repair in May 2023, which led to the recurring issue this year. The cover/filter of the vacuum breaker installed in May 2023 was falsely removed. This indicates that the original problem was not properly addressed, and the faulty repair under warranty caused recurring damage. I contacted the plumbing manager to discuss this issue but received no answer and no call back. Given these circumstances, I believe it is unfair to charge me for the repair of an issue that should have been properly fixed during the warranty period. Therefore, I am requesting a refund of the $423.19 charged for the recent repair. Please find attached a photo of the faulty installation and a copy of the receipt for the recent repair. I expect a prompt resolution to this matter.

  Business response

  07/05/2024

  My name if Frank J**** and I am one of the managers for Roto Rooter in the ******* area.  I reviewed this complaint looks like we replaced the hose bib for *** ****** 2 years ago.  A part failed on it and was out of warranty our plumber charged him again which he is supposed to.  I did not get the message when *** ****** called into our office.  I have processed a refund for the full amount of $423.19.

  Customer response

  07/05/2024

  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

  06/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a water leak - overflown from basement shower. We called Roto Rooter on June 16, 2024 at about 4:00pm. Roto Rooter technician arrived at about 7:00pm and assessed the problem. Then he said that he can fix the issue and it will cost $750. I agreed. Then he asked me whether he should contact water management specialist to assess the water damage to the floor. I said let us take of care of leak first then I can think about water damage specialist. This technician fixed the leak issue and stopped the leak - just within one hour. He was efficient and he did an excellent job. In the mean time water management specialist arrived and asked about water damage. I responded by saying we may have water damage in the laundry and boiler areas and we do not have any issue in the other parts of the basement. He suggested that he can contact our insurance company and file a claim. He called the insurance and filed a claim on our behalf. Then he sent some one after two days - on Wednesday June 19th - But I was not home and my wife as there. My wife had knee surgery and she can't go down the stairs. I informed over phone to those repair guys that we need repairs in the laundry and boiler area only. But those guys removed the entire basement carpet and wooden panels. When I returned home I was shocked to see these things. I asked them - why you removed carpet from entire basement. Then water management specialist called me and said that those people removed because there was water leak. I said to him that they should repair only laundry and boiler area - and I reminded him what I said on June 16th - when he visited our home. The he said it is done and he will take care of it. Now my request is we need to be compensated for this additional unnecessary work. Unknown why they removed carpet and wood panels - from entire basement. We need compensation.

  Business response

  06/27/2024

  We spoke to **** and explained the entire process. He was under the impression that he was responsible to pay Roto Rooter for all the work that was done but we explained and assisted him processing a claim through his home owners insurance policy so all the restoration work that was completed can be covered. Once again we have reexplained the process to the customer and he is fully aware on what needs to be done and is happy. All set on our end. 

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Tuesday, June 18 $1450 Replace faucet in tub Would not disclose price but originally stated that a two projects would be above $1000. I informed him only do one. We were concerned because there was a lot of time spent waiting for him to do the work. His work time didn’t account for 8hrs yet we paid the price of an install of a water heater yet it was a faucet sink. The lack of integrity in pricing, communication and service approach is the problem. We did not get a $1500 service. And the parts online cost 50% less then the listed cost. Is this what we’ve come to to make a profit?

  Business response

  06/22/2024

  I spoke with the Daughter and resolved the complaint by issuing a $500.00 dollar refund to customer.  She was happy with that offer and we are done with this customer 

  Customer response

  06/22/2024

  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.
  
  Given the issue, we will wait until the credit on the credit card has been received to say that has been resolved. I am not happy with ROTO-ROOTER, and I do not think that the true issue will be resolved, which is a practice of doing work without providing a quote in the beginning, so that people can make a decision on whether or not they want the work to be done at the price. Requesting someone to sign a contractual document with no price should not be within the policy for a plumber; communication on the contract cause shit happened prior to signing any documentation. I’ll be happy to resolve this issue when the credit is received.
  
  Sincerely,
  
  ****

  Business response

  06/28/2024

  I spoke with the Daughter and resolved the complaint by issuing a $500.00 dollar refund to customer.  She was happy with that offer and we are done with this customer.   I dont know why this is rejected, the customer agreed to this amount on the phone and the credit has been issued to the customers credit card. 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company is charging $4500 for 40 feet of plumbing hydro jetting and descale rehab but only completed 17 feet and are refusing to finish the job.

  Business response

  06/18/2024

  We fullfilled the job as a courtesy we will do rest of the line and we already discounted the job

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We called to get a leaking garbage disposal fixed. There was also a clog so they worked on that too, they had told us that they would have to put a hole in our bathroom wall in order to fix the clog which we did not give authorization for. The thing is though one of the plumbers mentioned that he does dry wall on the side hmm... so the job was not finished and we sent them home so we could decide what to do. that same evening about 2 hours after they left out hot water heater started leaking and flooded our utility room. We called them back and they said that we would receive an update within 2 hours, we did not. We called back and they said someone was on their way to then find out nobody was coming and someone would be out in the morning. When they came back they said that the water heater needs to be replaced and that it couldn't possibly be anything they did. Even though it was fine before they came over. and that to replace it they would NEED TO KNOCK DOWN THE WALL. again they have a guy on staff who does dry wall on the side. and it's going to cost $3,000 upon the $1600 they quoted us for the clog. I also would like to add that they pushed me to do financing for the original quote of $1600 and they are aware that we were approved for $6,000 which is about the price that everything will cost with thew hot water heater. That's a bit suspicious. and then if we chose to get those things done now we are going to need dry wall work which is another expense that they don't cover. What I'm looking for is to get the hot water heater replaced for no charge, not get charged for anything they did "fix", since they didn't solve anything, and to find out if any of these things can be done without having to knock down walls.

  Business response

  06/17/2024

  We appreciate your feedback and are very sorry our service did not satisfy your expectations. Please email me your full-service address, including the zip code, so that I can look into this issue as soon as possible.

  
  Thank you,
  Pat S******
  Customer Satisfaction Manager

• Initial Complaint

  06/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On May 1, 2024 Roto Rooter was contacted regarding a clogged sink at my son's residence, ** ****** **** ***** ********* **. He was given a quote over the phone of $541. Based upon this quote we instructed the technician to proceed. Upon completion of the job, I provided him with my credit card information over the phone, completing the transaction. Upon reviewing my credit card statement, I noticed that I was charged $654 which was not the amount agreed upon prior to initiating the job. At no time was this upcharge discussed or agreed upon. It was not even mentioned, the technician just took it upon himself to charge his own amount. My card was charged this additional sum without my knowledge or approval. I consider this action to be a fraudulent and dishonest action and I would like reimbursement in the amount of $103 which was the agreed upon amount for services rendered. My sons first attempt at contacting this establishment resulted in him speaking with a manager, who informed him it would take two to three days to process the transaction and I would notice the adjustment on my credit card within 3-5 business day. After this time period elapsed, my son contacted them a second time. The woman that answered stated that she could see in the computer that a credit was to be issued and she would mark it as a priority. After patiently waiting to no avail a third phone call was placed, this particular manager said that it would be taken care of immediately. As of this writing three attempts have been made to rectify this situation and no action, although promised, has been taken.

  Business response

  06/17/2024

  We apologize for the delay. I am not sure who you spoke with at the branch. All of the management is male. We are sorry you feel the behavior was fraudulent or dishonest. The original quote was for $549, plus parts and tax. That is the reason for the $654.68 charge to your account. As a courtesy, we have refunded the $103 you requested.

  Customer response

  06/19/2024

  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

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Roto Rooter provide water mitigation for a pile that burst- my insurance company paid less than Roto Rooter is billing me and they refuse to correct their invoice- they are overcharging for a level 3 water mitigation( which is sewage) when it was only a level 1 (clean water) They refuse to adjust any further even though they are out of line with what the state of ******* allows for this work. They are now threatening to put a lien on my home for non payment. I get to answers to emails or calls to the person responsible to adjust the bill, Logan S****** at ###-###-#### email is [email protected]

  Business response

  06/20/2024

  We have made multiple phone calls to the customer to respond to the complaint and sent follow up emails.  We have not charged any CAT 3 charges on her invoice and we have communicated that as well.  We are more than happy to review any additional line items to come to a resolution with our customer.

  Customer response

  06/21/2024

  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.

   

  I have returned calls and forwarded emails directly to ***** ****. The insurance company is saying your company is not communicating with them directly, as requested many times . I would suggest you contact ***** **** directly. The adjusters number is 678-935-1743 as this is the only way to resolve this situation. I cannot force ***** **** to pay more than the allowable amount based on industry rules and standards. If you would accept the funds they are paying this matter would be resolved but alas you will not and just continue to threaten this homeowner with legal action.
  
  Regards,
  
  ***** *******
  

  Business response

  06/30/2024

  Final balance total has been agreed upon and customer has made payment.  

  Customer response

  07/03/2024

  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. I will not recommend them in the future.
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/8/2024 a technician attempted to repair a leaking pipe and 5 shut off valves, after 7 hours and 2 trips to get supplies, the technician had only replaced 4 of the shut off valves (one of which does not fully open due to being installed to closely to another pipe). The technician then informed me that he had to call another technician to repair the leaking pipe and the remaining shut off value because his hands were too big to access the pipes. He then billed me for the entire job even though it was not completed. The second technician arrived an hour later, saw that the pipes were still leaking (now worse than when I had originally called for service) took pictures of the work done by the previous technician, stepped outside and made a phone call. The second technician then told me he would not be able to fix the pipes because there was no place to get supplies in the area (which is not true) and a senior technician would have to be sent out the following day. On 6/9/2024 the third technician arrived and determined that the attempt to repair the leaking pipe and the remaining valve had been done incorrectly and had to be re-done. The third technician was able to make the repairs needed. I have call and left several messages for the General Manager requesting a call to discuss my dissatisfaction with the service. I have yet to receive a response.

  Business response

  06/14/2024

  Reached out to the customer and apologized for the service provided and offered to discount the price of the work. 

  Customer response

  06/14/2024

  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

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A tree fell on/into my house and burst an AC pipe causing water damage to 3 floors, I called Roto Rooter to come and fix it, the sales people told me that Roto works directly with my insurance so no need for me to worry about organizing/distributing payment, they work closely with my insurance provider particularly and they know how it works. Great. Fast forward now only a month and a half later I receive an email out of the blue Roto is threatening a lien on my house in the next 24-48hrs! Furthermore, they have not worked with my insurance at all, in fact my insurance only issued a partial payment (although a majority payment, some line items were not approved and Roto has failed to speak with my insurance at all). This is the first I’m hearing of their intent to lien and surely not sufficient notice. Further still, Roto will not accept a majority payment, only a payment in full or else a lien. No attempt or effort to resolve the account, I have pleaded all day for a solution and they have refused every effort. Roto is refusing a majority payment & threatening a lien within 24-48hrs despite no notice, refusing all attempts from me to resolve the account. Further more the invoice contains erroneous information, which I have alerted to them and they have failed to correct. A rather large error being the wrong category water; AC water is a category 3, perhaps if they billed the correct category they would receive the payment they desire. Additional line items involve exaggerated square footage, fraudulent charges such as covering furniture, moving furniture, resetting kitchen appliances. Charging to remove a mirror from a wall, but they broke the mirror removing it & are charging me for that? And they did not dispose of the broken mirror either. After hours charges for all sorts of things but the workers stood around on their phone for hours, I had to keep checking in on them. My appointment was in the morning. If they didn’t sit on their phones they would’ve be done.

  Business response

  06/28/2024

  Damien E****, Manager spoke with customer and explained Roto-Rooter Process. Customer paid balance and account is paid in full.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Roto Rooter provided water mitigation service in April 2024. I had no issue with the service at all. I received a bill for just over $4000 and sent a check through the mail which was cashed early May 2024. My insurance paid roto rooter directly so I reached out and they told me they issued a refund via the mail may 14th and it would take 2-4 weeks to be received. It has been 4 weeks and still have not received my refund.

  Business response

  06/12/2024

  This email was sent to the customer on 6/12/24

  Hello,
  
  I apologize for the delay I was waiting to hear back from our accounts payable department. The request to issue your refund was submitted on 5.14.24 and per our accounts payable department the check was mailed to you on 6.7.24. Unfortunately, we do not have control over how fast our accounts payable department process their requests. Please reach back out to us if you do not receive the refund by 6.21.24, we apologize for any inconvenience this may have caused.  
  

  Thanks,
  
  Daisha S*******
  Water Restoration Claims Coordinator 
  Roto-Rooter Services Company
  ******** ********* *****
  ###-###-####
  

  Customer response

  06/13/2024

  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. 
  

  Figured out the check was sent to my old home address which my father currently resides at so I'll get the check from him. 

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

*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. ↩