ComplaintsforRoto-Rooter

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Called Go the contractor at ###-###-#### with Roto Rooter for outside drain clog which starts a flood in the house. He could not unclog the drain and did not clean the residue along with leaving the drain uncovered. Go promised the $812 payed was for a warranty and no other fees would be charged. I made a complaint to Royo Rooter and they want to only clean the drain not unclog the drain. I want a full refund because they could not address the problem. They sent another contractor Anthony that sent a proposal which I did want to accept holding Roto Rooter harmless. This was a bad deal and I would like a refund with the proposal asking for $1300.

  Business response

  08/20/2024

  Dear *** *****,
  After reviewing your service on 8/18/24 we will be sending your check back to you for the total amount paid of $812. Our technicians will be turning all paperwork into the office on Wednesday and the check should be placed in the mail on Thursday. I’m sorry we we’re unable to open your outside floor drain and will note that you declined the excavation.
  As for the water clean-up that would be handled through our water restoration department and I see you declined that service on 8/18/24.

  Roto-Rooter

  Customer response

  08/20/2024

  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

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/1 I had a pipe bust in my basement wall. Roto rooter was contacted and paid 700.00 for the plumber to fix my pipe. They then started the water mitigation process where they contacted my insurance company, ***** ****. They agreed on a price and amount of days that would be covered for work. My insurance company estimated 6,893.11 for water mitigation services. While doing this mold was discovered and they asked if I wanted them to treat the mold. Ultimately I told them my insurance did not cover mold and I didn’t want them to do any work outside what insurance would pay. I wanted to get estimates from other companies for mold removal. The supervisor, Harmony, advised they would do the mold removal and bill under something other than mold services because it’s more of a “hassle” because they would have to bring in an environmental specialist. I signed the mold contract to do the mold removal as they promised it wouldn’t be billed as such. I then receive a 17k bill for mold and water mitigation and the supervisor I spoke to agreed he did tell me that, but they ended up doing more work then they expected needed so had to bill me for the mold. I told him he should have spoken to me about the extra charges before performing the work. He said that is why you signed the mold contact and I advised him yes, only because you said it wouldn’t be billed for they knew I did not want anything my insurance wouldn’t cover. I been waiting for a supervisor “nick” to contact me regards this and cannot get an answer from Anyone. Accept to call me and say if I don’t pay they’re gonna put a lean on my house. They also worked past the dry out days they agreed to with ***** ****. And now ***** **** won’t pay and their advising I need to. I paid them the amount that insurance told Me to. But now have a 11k bill remaining for work I didn’t approve nor did my insurance when they knew the covered amount and days that were acceptable.

  Business response

  08/08/2024

  Our records indicate that *** ******* contacted us on May 31st at approximately 11:15 PM regarding a burst pipe and the potential need to turn off the water. Our plumbing department repaired the broken pipe, which resulted in water damage to the structure.
  On June 1st, our field supervisor, Dave K****, arrived onsite and offered water damage mitigation services. At that time, a small amount of mold (less than 10 square feet) was visible, which did not significantly alter the project scope based on the initial assessment.
  On June 4th, Harmony Waitukaitis visited the site. The scope of work remained unchanged as demolition could not proceed until asbestos test results were received on June 5th. On June 6th, during the demolition, we discovered that the mold growth was more extensive than initially anticipated due to the construction method (gypsum board over paneling), which allowed hidden microbial growth.
  Our crew immediately informed all parties of this discovery. On June 12th, Dave K**** met with *** *******, who signed paperwork acknowledging the substantial mold growth. We also have a signed Mold Remediation Supplement retaining us for mold-related services.
  *** ******* referenced a conversation with *** *********** on June 4th, where he indicated that the mold appeared minimal and could be addressed with minor drywall removal. He also explained that a definitive assessment would only be possible after receiving the asbestos results on June 5th.
  Regarding *** *******’ statement about not being billed for mold, we believe this refers to a call on July 24th. During this call, *** *********** sought clarification on what was discussed when *** ******* signed the mold remediation paperwork. The discovery of the additional mold was discussed, the change of scope to address the mold removal was discussed and agreed upon by the homeowner.
  We do not “agree to” dry out days with an insurance company.  We do not get estimates from insurance companies to mitigate water damage.  We provide the estimates before the work begins.  That is not how this business works.  We dry the property until it reaches standard level.  That time frame varies by the type of material, and the moisture content.  That statement is completely false. 
  We provided a scope of work, along with the price range to complete the items on the scope.  That was agreed to, and signed by *** *******.  Roto Rooter submits the bill to ***** **** as a courtesy, but if they fail to pay for the work the homeowner is responsible for payment.  That is all clearly stated in the signed paperwork. 
  Please review all the attached paperwork associated with the project.  Everything we charged for is documented with photographs.  We performed the work to industry standards, and we expect to be paid for it.
  No adjustment in the bill will be made.  Roto Rooter will be placing a lien on the home, to secure our interest in the unpaid debt owed my *** *******.  The lien will be removed once Roto Rooter is paid in full for our services.    

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 30, I called Roto Rooter for water leak in master bedroom at 10am. Technician J****** arrived. He told me the issue of the leak and stated the cost of 762.00. He could not offer the warranty for the work unless I fixed the leak from the outside pipe which was downed. Technician, J***** arrived the same day at 3pm and showed me the problem and stated the price for repair at 3600.00. I applied for the Roto Rooter credit card and was approved for 5K. The work was completed, and I made the payment. Another technician D**** W******* arrived and stated he would work with my insurance for the clean-up. He stated he would make the house look like new. No prices were ever given to me for this service. I was starting to get a little confused and I told D**** my concerns and he assured me it would be processed by my insurance. He said they HAD to test for asbestos. I was never told the results of the test. 7 days later a contractor named G**** contact me on June 5 to tell me my house tested positive and gave me a quote of 10K to do the water restoration repair. He said it was a separate invoice. I became really confused. He said he was not tied to roto rooter, and they were going to charge my insurance separate for his services. I told him I was never given a price, and no repairs had been completed. D**** had never contacted me with any prices. G**** then texted me he had called the Roto Rooter office, and they told him they had charged my insurance 5852.42. Roto Rooter never reached out to me. J**** M***** then began calling me June 15 to demand payment. My insurance sent me 5K. I used it to pay the repairs which I was charged totaling almost 5K. My house still has ripped up carpet. Holes in the wall from where they tested for asbestos. J**** has been threatening me for payment. I asked if a manager could call me to explain these charges. No one from management has called me to date.

  Business response

  08/10/2024

  Thank you for contacting us, and I apologize for any confusion you've experienced.
  
  To clarify:
  
  Asbestos Testing and Abatement: Your home tested positive for asbestos, which changed the nature of our work. We conduct these tests for safety reasons and, as we’re not licensed for asbestos abatement, we can only dry in place. The contractor who contacted you operates separately from Roto-Rooter and provided a quote for the necessary asbestos-related services.
  
  Pricing and Charges: The price range for our work is listed on the first page of your contract. Any costs exceeding this would have required a signed change order. I apologize if there was any miscommunication.
  
  Insurance Payment: The $5,000 insurance check you received was to assist in compensated the Water Restoration work we completed. This amount is still due to us.
  
  I attempted to contact you and left a voicemail. Please feel free to reach out to me to discuss further.
  
  Best regards,
  
  D*****, Water Restoration Manager, *******

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I think the price of what they had to do for me, was a complete rip off. It took the man less than 30 minutes to complete the job. I understand maybe $600 but not $1,295.00. He did quote me the price and I did question it. I asked him if this was for labor and he didn't answer me. On my receipt I see it is for labor. He had me sign the invoice before he put all the numbers in, I had to have my toilet fix right away because it damaged my ceiling in the kitchen.

  Business response

  08/01/2024

  Called and talked with ****. I explain that we talked with her son. He approve our work and paid for it. We offered a $100 refund for any misunderstanding. But she refused.

  Customer response

  08/01/2024

  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.
  
  Regards,
  
  **** **********
  

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello my name is ****** and I’m reaching out because we had a sewage back up about a week ago July 23. Someone came out and snaked the drain, he contacted someone to come out with the camera next day July 24. Tony, the technician that came with the camera states we have a crack in the pipe on the exterior. We initially had this pipe and sewage back up about 3 and a half years ago, and that was due to tree roots being in the pipes. So they came out and did all the work to fix the problem. We have all the receipts and everything, all work on outside of home has a warranty. We still fall under the warranty. Tony said on Wed the 24 of July that someone would come out within the next two days. Long story short no one came, no one from the company reached out, nothing. My fiancée called them Monday and spoke with a gentleman man named Bill. He is an apparent manager of Tony, and pretty much he made all the excuses saying they need to 1000 percent sure this is covered before they do the work. Making up excuses and such. I have since called for it rooter and no one has reached back out. We have not been able to shower, poop, or do laundry, we can’t use water in our home until someone comes back out. We’re trying to get this resolved under the warranty and seems as though to me roto rooter doesn’t want to do free work. So trying to get help so we can live a normal life again.

  Business response

  08/01/2024

  Dear *** ******, Per our phone conversation yesterday 7/31/24 our plan is still to get someone out as soon as possible. I will call you to discuss an option today. 

  Customer response

  08/01/2024

  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

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a sewer back up due to a toy being clogged in a drain line which led to a grease build up in the line which required a hydro jetting and a descale in order to get the line flowing properly. We are trying to get the invoice clarified or a statement from rotorooter added onto the invoice which states that this service was a necessary service and wasn't  done preemptively or maintenance related, so that we can get reimbursed by insurance. It’s a $2200 bill we were needing to get reimbursed. My private claims adjuster tells me he has been getting tossed around by rotorooter staff and it’s been difficult getting anyone to help us get this done.

  Business response

  07/24/2024

  We spoke with the customers private claims adjuster.  We confirmed the verbiage the adjuster required and determined that it was in accordance with the work performed.  We agreed to change and sent a copy to the customer as well as the adjuster.  The customer and adjuster are satisfied with the information provided.    

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We first called on Monday, July 15th as we noticed back up under our washtub sink by our washing machine. We requested service that evening and a supervisor arrived shortly. Upon viewing the drain he told us it was simply a soft clog that could be easily snaked and someone would be out that evening. That appointment was canceled without explanation. The next day, a technician did come also stating it was a simple soft clog and he’d resolve the issue that night. He proceeded to break his blade in the pipeline under our basement, said he couldn’t continue and left for the day. He returned the next day to continue the work with a quote of roughly $787. Shortly after starting he called his supervisor stating that he could not resolve the issue despite us being told three times by two different people that he could. His supervisor stated that the issue was in the main line and he’d use his camera knowing our drains were clogged and the camera would not work. Without informing us, he then proceeded to make a hole in our metal access point in an attempt to get in there. We only noticed upon stepping on the sharp metal after they left and this is causing sewer gas to enter our basement. Today they stated the resolution was to cut the main line and replace with PVC quoting us roughly $1,600. Shortly after beginning work they said they could not continue and our option was to replace the whole line for $8,000.00 and try to snake by removing the toilet. While attempting to turn off water to the toilet, the tech broke the shut off valve causing water to leak into our basement without informing us (second instance of damage they did not disclose). We asked them to leave and upon noticing the leaking toilet called another service who is now resolving our issues without a problem. We were charged $250.00 that we would like refunded given the undisclosed damage, failure to resolve the initial issue, creating an additional issue and upping the price on us each day they were on site.

  Business response

  07/24/2024

  Tech arrived first day to fix issue. When removing cover of the drain customer had wipes coming out (see customer picture #2). Tech cabled to get relief but broke cable in customer's line in first of 2 lines. Tech came out next day with new cable to find relief but again got stuck in line. Original cost of work $787. Due to not getting relief Tech only charged $250 of labor. Tech did call supervisor to camera line which showed collapse. He gave $8,000 estimate to repair. Currently customer has collapsed line and every time they flush toilet water is leaking to their foundation.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I just wanted to share my horrible experience with this company. Called a couple weeks ago to set up an appointment for 2 to 4pm. Got a call before 2pm I called back and they sent a tech on the way. Tech arrived around 245pm. No big deal. However, the plumber had a bad stammer and was hard to understand, I will not hold that against him however I will hold their workmanship up to standard. Was quoted an astronomical amount over 700 dollars to just replace a p trap and to snake the drain in my bathroom sink. Was then quoted 2 other amounts to just take off the p trap and another one to replace it without snaking the drain. I agreed upon $400 to replace the p trap, however now I had to get the materials. I also had a clear as day coupon for $75 off and that was not being honored as well. Whatever I ran to the hardware store not once but 3 times and the last time the attendant said there was no way that part would work. I then came back home and he said he was done. He wanted the check made out to him and no invoice. At this point I was done I made the check out to him and wanted to move on. I looked more closely at the workmanship and wow its bad. Plastic bags and glued parts. I called management and they at first said they would honor the coupon and then later no they would not. They would send a master plumber over and that was last Friday and now its Wednesday. The tech called me to argue about the coupon and told him to never contact me again. Its time to contact the BBB and whoever else I can to get a complete refund. Overpriced and undertrained people.

  Business response

  07/22/2024

  Roto-Rooter believes this BBB complaint may have been entered prior to Roto-Rooter’s communication and service with the customer.
  
  Roto-Rooter spoke with this customer 7/17/2024 and returned on 7/18/2024 to perform the repairs to the kitchen sink drainage line.  
  
  Roto-Rooter is unable to return the $400 payment as the check was not written to Roto-Rooter but to the individual as the customer has stated. Roto-Rooter recommended/instructed the customer to place a stop payment for fraud with his banking institution for a return of those funds.
  

  Customer response

  07/22/2024

  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

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We noticed both of our toilets would not flush on 3/6. Nothing was leaking or overflowing. We called Roto-Rooter to schedule them to come on 3/7. Roto-Rooter employee Khai arrived at 11a to address our sewer issue. Initially, we directed him to the external sewer drain as indicated in our home inspection paperwork, but Khai struggled to access it. Instead, he removed the main bathroom toilet and used a 100-foot snake to attempt clearing the blockage. Unfortunately, this approach led to sewage flooding our bathroom floor, which Khai reassured us was a normal part of the process. Concerned, we placed towels to contain the spreading water. Despite our repeated requests to focus on the external sewer drain, Khai persisted with his efforts inside the house. By 1 pm, realizing the need for additional equipment, he called for backup, which arrived around 3p. Finally acknowledging the problem lay with the external drain, they broke the cap, confirming our suspicions. Our neighbor contacted our HOA and swiftly involving DC Water. The issue resolved within 30 minutes once attention shifted appropriately. By 4 pm, Khai and his colleague concluded their work, but the damage was extensive. The remediation team arrived at 7p to begin cleanup, employing antibacterial treatments until 9 pm. The severity necessitated a return visit the next day with a partner to cut walls and remove flooring. The aftermath was catastrophic, compelling us to vacate for three months while ******* **** *******, engaged by our insurance, renovated our home. Financially, we paid Roto-Rooter $2,024.77 for services deemed unnecessary, while our insurance covered $16,629.49 for damages. Seeking redress, we are pursuing a refund from Roto-Rooter and our insurer is preparing a claim against them for the extensive harm inflicted. This incident underscores the need for accountability and proper protocol in service industries, where timely and accurate diagnosis can prevent significant collateral damage.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had flooding from a bad shower arm which they got wrong and told me it was the shower head. They started the drying process with my insurance company. They came out once 5 days later to do a moisture check which was late. The company never came back to take readings wouldn't return calls and would make excuse through text why they couldn't make or say they could come past 9 pm at night which is unacceptable. The whole process was supposed to only take a couple days I had the drying equipment for over a month until I told them I wanted them out of my house. They never completed the job or try to make it right then sent me a bill even though they did nothing. They also wanted return calls to my insurance company and since they didn't come and do moisture readings like they promised my insurance wouldn't cover it.

  Business response

  07/09/2024

  This loss was a CAT 3 loss, which took a little extra to dry. We have notes saying customer asked to come back at night. Sometimes the material that is wet doesn't dry as quickly as we or the customer would like. All work was done as promised as well as the customer signing the satisfaction sheet.

  Customer response

  07/09/2024

  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 tried calling the company multiple times and I was told I was signing for the equipment pick up not that the job was done. They only came out to the house once and never came back to do readings. This took a month when I was told it would only take days and I also have all saved text and voicemails from their employee with all the excuses.
  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. ↩