ComplaintsforRoto-Rooter

• 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

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unfinished repair to yard and sidewalk for over a month after sewer pipe replacement.

  Business response

  07/22/2024

  Spoke with *** *** **** ****** and addressed with them their concerns.  Did explain that we do leave a mound of dirt over trench when backfilled for natural compaction.  Due to lack of rain is a possible reason why it has not gone down.  We agreed on a scheduled time on Friday morning July 26th between 8 and 10 am for arrival time.  We will regrade and make sure that the trench are is level and cleaned up. 

  Customer response

  07/30/2024

  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,
  
  **** ******

  still have not come out
  
  sewer trenched from house to street and they didn't replace
  
  said they would come back to regrate
  
  Friday they were supposed to come and then said they had staffing issues so they told me
  
  to hire my own landscaper and they would reimburse me. I am not confident they will do that. 
  
  But either way I have already $16,000 paid to them. They are responsible for fixing their errors.
  

  Business response

  08/10/2024

  Excavation department manager spoke with customer and agreed to regrading the trench area and pour two new cement sidewalk slabs.  Friday 8/9/24 excavation department crew went back to regrade and completed this portion.  Scheduled on Monday 8/12/24 with contractor to go and pour new cement pads for sidewalk.  This should be the last step to completing out *** ******** concerns of the job being completed.  

• 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

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I just had a new pump put in by another plumbing company in February 2022. In November, we had Roto-Rooter come in to replace the pipe from the house to the septic. When digging, they cut the wires to the pump. They told me they cut the wire; however, they fixed the problem. It wasn’t until I had the septic tank cleaned this past May, when I was told that the pump isn’t working. The septic company thought it was the breaker, so I had the breaker replaced, yet the breaker still continues to pop. I reached out to Roto-Rooter immediately. I received a call back from Johnny. I told him I had taken pictures and after reviewing the pictures, I saw there were some of the wires they had cut and tried to repair. I sent them to Johnny on May 28th. I sent a follow up texts on June 4 and June 8. I called and spoke with Johnny on June 24, and left a message for him on July 2. I was told they were looking into it, yet nobody has reached out to me letting me know they would fix the problem they caused. I was not aware they did not properly fix their mistake and are now blowing me off instead of resolving this issue they caused.

  Business response

  07/11/2024

  We spoke to customer to get a better understating of the issue. We have our excavation coordinator going to the customer's house on Monday 7-15-24 with an electrician to fully assess and resolve the problem. Customer is aware.

  Customer response

  08/28/2024

  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

  07/09/2024

  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,
  
  ******* *********
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/72024 our basement flooded from rain. Roto came out to dry/clean. They cleaned the painted basement floor with Perioxide and used Heating Fans to dry walls/floor. The painted floor immediately began to bubble and peel. Their Service Agent told us she used wrong cleaner on floor vs other options as Perioxide shouldn’t be used on painted surfaces when heat is applied. Our floors continue to peel months later (see pictures below) and we need to sweep and clean weekly. Roto did come out and clean but now tell us the peeling is caused by “efflorescence from a high water table”. They never sent anyone besides the Service People to come look at/assess the damage - and now tell us they aren’t responsible. We have not yet contacted other Services to assess a fix/repair of floor but believe floor needs stripping/repainting as only way to stop the bubbling/peeling. Currently have very limited Basement access as concerns with breathing/tracking the sentiments/crystals/powder that swirls when cleaning. Basically as we have repeatedly asked Roto, looking for Roto to do whats necessary to complete the clean up and restore floor.

  Business response

  07/09/2024

  We were called out for a water restoration job as described. The information provided is correct in regard to the source of flooding which was identified as storm water, and the clean up process to include the use of a diluted hydrogen peroxide. However, the information provided by the water restoration technician was not completely accurate as this cleaning agent is considered safe to use on painted concrete. We sent technicians back out to deep clean and apply a different type of antimicrobial in an attempt to resolve the issue. The technician took pictures which we shared with industry professionals to seek differing opinions. The opinions of IICRC certified water restoration professionals in house, along with others across the industry, provided a consensus professional opinion that the cause was efflorescence. The basement floor will not completely dry out unless the water table recedes. This opinion was drawn from the pictures along with the following information: 1. the cause of loss was from storm water which the homeowner shared was the first time this has happened since purchasing the home years ago 2. the pictures show exact signs of efflorescence 3. none of the materials used in restoration are not known to have this side effect. 

  Customer response

  08/14/2024

  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,
  
  *** ********.  

  In response Roto stated this was the first time we had basement flooding.  This was the second time and as we informed them the basement was cleaned without any issues.  

  One very important point is that while the peeling is widespread in basement NO peeling has occurred on areas not treated by Roto - there were areas under numerous storage racks which were not treated and no peeling.  Also in one spot Roto partially sprayed a cinder block wall - that area also has peeled - no peeling in wall remainder which was unsprayed.  

  We feel this strongly indicates the issue is due to Roto not efflorescence - we have had NO basement issues in the 8 years we’ve owned the home prior to Roto.

  Business response

  08/24/2024

  The only cleaning solutions used to sanitize the flooring were hydrogen peroxide and a thyme oil biocide. Both are safe to use on concrete flooring and not known to cause the issues. 

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In late January I ******** hired rotor rooter fix a leak in my bathroom tub. The leak was damaging the room below. The 2 technicians said they can fix the leak immediately within 4 hours for $9000. I agreed and they started off and told me they fixed the problem and that there is no more leak. I paid with half credit card and half debit. Later I found out it was not fixed and leaking more and harder. I called and the two technicians came again to fix the issue. They investigated it and said they now know where the leak is coming from and will fix it now. They said that they finished and all was okay and that I should test by taking a shower. I take a shower and immediately it’s leaking just as before. The two technicians left and didn’t stick around to see me test it. I talked to my home insurance and they recommended getting contractor to review the issue. I hired outside contractor and he noted that the leak wasn’t fixed and he also noticed that in the other bathroom that the two technicians worked which was to replace a shower head which was part of the original leak as well. The two technicians damaged my tiles. Rotor rooter sent two managers to review the issue and they agreed that the technicians failed to fix leak in the upstairs bathrooms and damaged the tiles in the guest bathroom. They insisted they will fix everything but the two technicians would have to be the ones to do it. I disagreed because they failed twice and caused more dmagae. I hired the outside contractor as recommended by the insurance. He fixed it and the banks both agreed in their investigation to give me my money back. Now after failing to fix my leaks and causing damage to my home, rotor rooter has sent me to collections for $9000 in failed work. I’m 82 years old and I’m blind. They didn’t tell me the tile was damaged and didn’t stick around to see me test it because they knew I couldn’t see and I had to get help to confirm the leaks. I don’t want to owe for failed work.

• 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,
  
  *** ******
  

*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. ↩