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

  6356A Corley Rd Norcross, GA 30071

  
• 

  Roto Rooter

  220 Demeter St East Palo Alto, CA 94303

• 

  Roto-Rooter Plumbing & Water Cleanup

  1130 140th Ave NE Suite 305 Bellevue, WA 98005

• 

  Roto-Rooter

  5115 7th Ave Kenosha, WI 53140

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:11/17/2022

  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 hired Roto Rooter on 7/27/22 for water damages in my families home. Being as though I am a 1st time home owner making a home insurance claim was totally new to me. Roto Rooter showed up very confident that my home owners insurance would cover everything besides my deducible. Roto Rooter was able to fix my water leak while assuring my family that the water leakage was clean water. Roto Rooter also explained that I could pay my deducible through there ********* Bank which would provide 18 months to finance the amount. Everything went smoothly until the bill was sent to my Home owners insurance (***** ****). ***** **** stated that Roto Rooter provided/stated many unneeded services that either was not required or completely unnecessary. ***** **** stated that they would not be paying for a total of $2,245.81. Roto Rooter stated that I would be subject to the balance of the unwarranted items or a lien would be placed on my home. I have provided a list of stated unwarranted items, along with a receipt stating what ***** **** did actually pay and what I was forced to pay out of pocket in settlement which came to an additional $1,900.00 on top of my $2k deducible. I feel like Roto Rooter added many charges that either were not performed, or unwarranted and they figured that ***** **** would not push back and just pay out the amount and once they stated that they would not pay, they threatened to place a lien on my home.

  Business Response

  Date: 11/27/2022

  Account was already settled for less than the amount originally billed. 

• Initial Complaint

  Date:11/16/2022

  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.

  On 11/6/22 I contacted Roto Rooter@10:26am for a drain snaking to be performed.Michael from the Tampa location 186 arrived@11:17am.He began to snake & stated his machine has a 100’ line.I stated there is another main clean out possibly at the back part of the yard before the garage because the previous owner pointed it out. Michael could not clean the line.At 3:02pm Logan arrived to camera the line.He located a small hole in the line to a toilet right outside of the main clean out at the front of the home.He then ran the camera towards the rear of the home approximately 10’.I also told him about the location of the possible 2nd clean out by the garage.Logan then prepared a proposal 4,460 & work could start on 11/9/22. I was told I could just use water in a limited capacity.Cody came on 11/9/22 & I was given an additional proposal for 500 for a new toliet.That work was preformed & completed. Then Logan sent another verbal proposal for 2,500 to repair the line break. Bringing it to a total of 7,460. On 11/15/22 Roto Rooter attempted to charge my credit card for $4,250.00 at 11:16pm. The transaction was blocked as a security alert. On 11/12/22 I had someone else come out to the property. The second main was found immediately.The main line was snaked from that point of the back yard to the alley and there was not a break in the line just a clog.It was suggested that the snake and jetting that Roto Rooter performed wasn’t far enough and basically forced the clog down the line further. If they had snaked from another location further down the line it would have cleared quickly.I agree I should be responsible for the line repair and toilet repair on the front portion of the home. Not the snaking, jetting or camera since he didn’t use it to the compacity needed to identify the true line issue and then began making stabs at other possibilities which added undue costs and time.I have attached a more detail Synopsis which includes Logan threating to put a lien on my home.

  Business Response

  Date: 11/21/2022

  I spoke with **** ***** and came to an agreement with her concerns. An adjustment was made to her invoice.

  Customer Answer

  Date: 11/21/2022

  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:11/15/2022

  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.

  My mother and aunt own the house at which I reside. I have no legal rights to the house. On November 2nd, the pipes in the full bathroom backed up. I called Roto Rooter to come look at it. They found a clogged pipe. My mother and aunt were present for this. Two days later, my aunt signed the contract for the work and paid 50% up front. They unclogged the pipe that day. My mother and aunt are refusing to pay the full amount. On November 14, I received the attached letter from Roto-Rooter. It lists me as the owner, which I am not, and described the intention to file a mechanics lien on the house. I called the business last night, received a call back from a man named Jason from Roto-Rooter, who acknowledged they knew I was NOT the owner, but that I had called for the service, and that the letter had to be directed to somebody “or you would just throw it away”. The document clearly lists me as the owner, which I reiterate I am not. They stated they are well aware I am on the owner, but refused to change. I want my name off this and do not want to be associated with this.

  Business Response

  Date: 11/15/2022

  ******** was the person to call in for the service that was done on the property. I explained to her that because she started the order for work that her and her mom's name had been attached to the work order that generates the letter, she received and. ********** mom *** refused to pay the second half of the money owed when the work was completed causing us to send the work order to our collections team. If payment is made, we will not proceed further with the notices.

  Customer Answer

  Date: 11/15/2022

  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.
  
  - this does not resolve my request to have my name removed from documents and correspondence that falsely represent me as the owner. Further correspondence to me as the owner of the property when the actual owners refuse to pay is not acceptable and constitutes harassment. 
  

  The following is an acceptable resolution for me: 

  - Removal of my name from all documents and correspondence that falsely list me as the owner of the property. Their statement that this is a “system-generated” document is not an acceptable reason to falsely list me as owner. 

  - All further correspondence on this issue should be addressed to the owners at their residences.

  - No further contact or attempts to contact me by this business. 
  

   

   

   

   

   

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

  Customer Answer

  Date: 11/16/2022

  Hello,

  1) I do not have a contract because I am not the owner of the house and did not sign the contract! The owner and contract signer is ******* ***** ***** ****** ****** ********* ** *****. However the notification of the intent to file a lien (attached in my original complaint) lists me as a the owner and is sent to my residence and location of the work, even though the owner does not reside at this location and does not receive or collect mail from this location

   

  2) I do not have an invoice or receipt because I am simply the person who called. The owners were present for initial assessment with Roto-Rooter. They signed the contract and paid 50% down. They have a the receipt. I was not even present for the signing of the contract or payment. 

  Roto-Rooter has refused to correct their correspondence listing me as owner and refused to re-direct their correspondence to the actual owners at their respective addresses. I am simply asking they correct their correspondence that refers to me as owner and address their correspondence and any other documentation regarding this case to the legal owners at the address lifted above. I also wish no further contact or attempts to contact me by the business. Again I am not the owner or the contract signer, so correspondence and any legal or financial documents should NOT be sent to me. 

  Business Response

  Date: 11/29/2022

  I advised ******** ******* that she is not liable for the amount owed. I also advised that her name is on the paperwork due to her starting the call for service and that I could not remove her name from a contract that was signed by the homeowner. Pauline Furr is the homeowner that is responsible for the past due amount and all work has been completed.

  Customer Answer

  Date: 11/29/2022

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

   

  Business has not agreed to refrain from contacting me or attempting to contact me in pursuit of payment. On Tuesday 11/22/22, I received a call from a female employee demanding payment. For the second time, I provided the owner’s contact information. Employee hung up on me when I asked them to refrain from contacting me again. This matter will not be resolved until they agree to refrain from contacting me in any form and actually do so. 

  Business Response

  Date: 11/30/2022

  I advised ******** that she is not liable for the amount owed. I also advised that her name is on the paperwork due to her starting the call for service and that I could not remove her name from a contract that was signed by the homeowner. Pauline is the homeowner that is responsible for the past due amount and all work has been completed.

• Initial Complaint

  Date:11/14/2022

  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.

  4/25/2022 - Roto-Rooter came out to fix a bellied pipe, a 2 ft. section for $9874.09! Continued to have the same plumbing issues that Roto-Rooter promised they would fix. We had sewage backup in our shower stall on 6-6-2022. Roto-Rooter came back out to fix a bigger section and replaced about 10 ft. to 12 ft. of sewer pipe. Experiencing same problems in July 2022. Roto Rooter came back out cleared the blocked line and said they would have to charge me more to fix the problem that they never fixed! Line continues to back up. Recently had another plumbing company come out with video evidence of the same plumbing line backed up. They cleared the line and gave us an estimate to replace our whole sewer line which is over 50ft. for only $6850.00. Roto-Rooter charges me $9874.04 for 2ft. of repairs vs. ARS Rooter charges me less to replace over 50ft. sewer line! After complaining over 2 weeks ago, Roto-Rooter called to schedule a service to camera my sewer line. Never got confirmation on when they would come and just should up to our residence without a call. I wasn't home and my wife had to turn them away because she was leaving the household. We never got a call back to reschedule. Very unprofessional. We are very disappointed in Roto-Rooters repair services and customer services. They never fixed our problem and robbed us of our money. We are seeking a refund of the full amount so we can put that money towards fixing the problem with a more reliable and reputable company.

  Business Response

  Date: 11/22/2022

  Customers wife sent field sup away on the 27th and did not want us on the property. Offered to solve any issues if related to previous work and give second opinion before hiring another company.

  Business Response

  Date: 11/28/2022

  Customers wife sent field sup away on the 27th and did not want us on the property. Offered to solve any issues if related to previous work and give second opinion before hiring another company.

  Customer Answer

  Date: 12/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******** ******
  

• Initial Complaint

  Date:11/11/2022

  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 November 7, we hired Roto-Rooter of ***** to address drainage issues. These pristine 2-year-old drains were not draining in a satisfactory manner and clearly had some blockages. Roto-Rooter technician jetted pool drains, three of the 4-inch drains in front of house and 2-inch drains on right side of the house. Two areas along the 2-inch pipe exploded with water as the jetter was left on TOO LONG and TOO HIGH PRESSURE, which is NEGLIGENCE. Technician claimed these were already broken, did not dig up either of the 2 bursts to check reason for damage, and then claimed that “he did not do plumbing anyway” when asked to examine and repair the burst. Please note that we had hired Roto-Rooter PLUMBING. Roto Rooter invoiced us for $1,441 (attached) for 2 hours of work. Alarmed that according to Roto-Rooter our eastern drains were “broken”, on November 8, we called in a plumber known to us to carry out repair in view of impending hurricane Nicole. This plumber dug up ONE of the damaged 2” drain and found that it had been blown and newly damaged from the INSIDE due to applying too much pressure from Roto-Rooter's jetter. The plumber provided us with the piece of the broken pipe and have photos (attached) that clearly indicate this interior pipe damage was extremely recent and caused by Roto-Rooter's high pressure jetter. Our plumber charged us $692 (attached) for this repair, we elected to not go forward immediately with the cost of repairing the second blowout repair, preferring to contact Roto-Rooter, so that they might repair the further damage they had caused and reimburse us for repair. We have called Roto-Rooter 3 days in a row to no avail, we only get to voice mail. We feel we have made every effort for Roto-Rooter to contact us back. As there has been no response, we have blocked our $1,441 check to Roto-Rooter until such time that they are willing to address the matter in terms of repair and covering cost of $692 repair.

  Business Response

  Date: 11/16/2022

  We have decided to refund the customer their money from the initial job. The line was jetted and is cleared but does have two areas that need repair. Customer has decided to use the refund to complete the repairs. The customer is satisfied with the response and this matter has been closed on our end. 

• Initial Complaint

  Date:11/10/2022

  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.

  Date of Transaction - October 21, 2022 The company provided water cleanup and demolishing services due to a sewer backup. They had me sign paperwork for them to be able to bill my insurance company directly for payment. However, that paperwork has not be sent in a timely manner to my insurance company as far as the scope of work they did. My Insurance claim representative has made multiple attempts to contact Roto Rooter for information needed, and has left messages with the main office, the water clean manager Jimmy (last name not giving), and with Ashley M*** (cell phone number - ###-###-####, who was the Roto Rooter water clean-up rep who showed up to our house. We also had an issue with some damage their employees caused to our home during the demo process of our bathroom, which caused us to have to pay $250 to a licensed electrician who had to repair the 220v electrical line for our stove, which they damaged removing the vanity and sink. They also deny these claims, even though we have video of their employees walking out with our vanity and sink in multiple pieces, as well as the picture of the hole in the wall made by them right where the electrical wire is located. I want them to return the phone calls to our insurance rep and provide the information to them which is being requested. Claim Number ************

  Business Response

  Date: 11/15/2022

  Called customer sent all paper work that his insurance needed also had him send the 250.00 bill he had from electrical repair to us will refund amount.

  Customer Answer

  Date: 11/24/2022

  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:11/08/2022

  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.

  These people are scam artists. First off, I found out from one of the employees that came to my house that they work on commission. Yes that’s right, a plumber that works on commission. Red flag anyone? So they came and snaked my drain. The guy claimed that he couldn’t clear it. His snake went 100 feet out and couldn’t clear it according to him. So he said we could pay the 500$ service fee or get the jet truck. We opted for the jet truck. Well within 15 minutes, some dude with a roto rooter polo on showed up and said he was the camera guy. Then the jet truck shows up. Now after two or so hours they claim there’s a huge problem. There’s a trap buried under the ground that’s part of our septic line and that’s what they can’t clear. They said we needed to excavate the yard , remove the trap and replace it with a straight pipe. This was going to be $11,000. We bought it at first. We signed the contract, they seemed so sincere. It was around this time that one of them slipped and said they work on commission. I guess I ignored it, stuck my head in the sand I suppose. It wasn’t until later on that night we thought about it and we caught them in a lie. The first guy said his snake went out 100 feet and couldn’t clear it. The jet truck said they couldn’t get through the trap. Well the trap is 30 feet of pipe so how did the first guy send his snake out 100 feet? I put $3300 down for the excavation work and canceled it the next morning. They refunded half of it and kept 1600 for the jet truck. Well the jet truck didn’t solve the problem according to roto rooter so why am I paying full price for it? According to their terms of service, if they don’t solve the problem you only pay a service fee which is $580. A bunch of scammers, do not go here!!! They freely admit when questioned that the techs work on commission. Would you ever hire a plumber on commission? I’m actually filing a complaint with the attorney general’s office regarding roto rooters business practices.

  Customer Answer

  Date: 10/05/2022

  Service was on 9/22/22

  Business Response

  Date: 11/09/2022

  Roto-Rooter provided high pressure jet service in order to get main line flowing and upon camera inspection of the line, a proposal to repair compromised line was offered to customer which was originally accepted. Customer made a down payment for the work.  Customer was told that jet service would be waived if she went through with repair.  Customer cancelled the repair and RR retained payment for the jet service and refunded the remaining balance of the down payment.  

• Initial Complaint

  Date:11/07/2022

  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.

  Tyler from Roto-Rooter, as per the paper work is under Luis C******** ** License #*******, came by on 10/27/22 to check out our plumbing back up issue. On his contract/paper work that we signed, it included services of "- 3x10 search and discover dig/pipe replacement - JET -Re-camera afterwards -Sameday backfill" We were told that the engineers would be on site at our house anywhere from 8am to 10am next day. However, day of Tyler kept pushing our time back up until 6-7PM (even though we were an "emergency contract"). During the work the main water line was punctured and we were asked to call our water company to shut off our water. The only thing that was finished the night of was the main sewage line replacement. The main water line was not replaced until the next night. Even though the contract stated the work was to be finished day of and the backfill was to be done day of, we were patient and let the engineers do their job. The issue came up when Tyler became dismissive on our requests to get our front yard filled up ASAP. We were quoted "next day" after "next day" until we got the date of 11/7. No one has since arrived and the contract stating same day back fill has not been delivered. Let alone our patience on the matter go on for so long. The total contract came out to be 7,250.50. This was agreed upon the contract which stated everything was to be done "same day". it has been more than a week and the work is not finished.

  Business Response

  Date: 11/15/2022

  An unforeseen incident happened when the water line mark out was not accurate. A statement from the tech indicated it had been mismarked 2-3 ft. to the left. In order to close the hole, we would need to first repair the water line the following day so that a senior plumber could perform the work. The following morning a senior plumber was sent out, sourced the parts and repaired the water line. This tech was not an operator and incapable of backfilling the trench. Communication was made between my excavation dept. and the customer that the backfill would be scheduled for the following week. There were times the backfill was rescheduled due to an emergency sewer line repair taking president. When there is a customer without service we must restore their sewer line before backfilling a customer whose service was restored. We apologize for any inconvenience.

  Customer Answer

  Date: 11/26/2022

  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:

  Although I appreciate the apology, this doesn't resolve our issue. After waiting almost 2 weeks and then being rescheduled last minute (and not even told about the rescheduling...we just had no one show up)- we had spoken to Tyler to discuss with management about reducing our cost of service because of this delay.
  
  He had said that was something he would talk to his manager and that his manager would call me. His manager never called. When asked if we can just contact him, we were repeatedly told- 'I can't give you his number.' Which as a nation-wide business, I question. Tyler didn't have answers to our questions or inquiries and he was playing middleman and we were just waiting for someone to let us know what was going on.
  
  We were patient the first day when we were told the excavation team would be over first thing on Friday morning (this is what sold us into working with Rotorooter in the first place- they seemed prompt and efficient). They didn’t show up til after 8pm. We were patient when they broke our water line and we didn't have water at the house prompting my wife and son to leave and find another place to stay for the night in hopes the work would be completed first thing in the morning. It wasn’t. The work wasn’t completed til 5-6pm (Saturday).
  
  We were patient when Tyler said someone will reach out and schedule the refilling of the pit and we didn't hear back til the following Tuesday. We were patient when we asked if someone could just cover the pit with some plywood because Halloween was on Monday and we didn't want to have to play pit security so kids didn't accidentally fall in, only to have that fall on deaf ears. (FYI: Caution tape during Halloween just looks like decor). We were patient when they said the pit will be scheduled to be filled the following Monday only to have no one show up.
  
  We shouldn't have to do the leg work to get an update from a company for work that shouldn’t have taken this long to begin with.

  
  We opted to go with Rotorooter because we wanted the work done quickly, especially with a 2 year old running around. All we got in return was alot of waiting and runarounds, and work suggested that I really question if we needed in the first place (We were told that the camera was hitting something 2ft away and likely something was broken… it turned out to be a sewer trap. We saw them take the pipe out, it was fine. The landscaping tree roots were no where near the trap…and the only thing that came out were wipes which my 2 year old had flushed down the toilet). But I won’t debate if the work was even required at this point cause what’s done is done.)
  
  I regret having had contacted Rotorooter in the first place and I am so glad that this issue is behind us. But no, I will not pay $7k+ for this service. I need someone to review and send me an updated invoice and the discount to be reflected on my bill.
  

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

  Business Response

  Date: 11/30/2022

  Attempted to reach out to the customer to take about resolving this complaint. No answer left a message. Will try again tomorrow. 

• Initial Complaint

  Date:11/01/2022

  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 05/17/2022 WE CALLED THEM TO CLEAR A CLOGGED DRAIN AT OUR BUSINESS. WE WERE CHARGED $800 FOR USING THE HIGH VELOCITY JET USED BY MIKE W*******. ON 09/30/2022 THE DRAIN WAS AGAIN CALLED AND THEY WERE CALLED AGAIN. ANOTHER TECHNICIAN WAS SENT AND AGAIN THEY USED THE HIGH VELOCITY JET TO CLEAR THE CLOG AND CHARGED ANOTHER $800. WE WERE TOLD THERE IS A 30 DAY WARANTY AND THAT THEY WANTED A SUPERVISOR TO COME OUT AND LOOK AT THE DRAIN TO SEE WHAT THE ISSUE COULD BE. A FIELD SUPERVISOR KEVIN B******* CAME OUT AND RAN A CAMERA LINE AND STATED THAT THERE WAS A ISSUE WITH THE MAIN LINE THAT WAS THE PROPERTY OF THE TOWNSHIP HE CONTACTED THE TOWNSIP AND THEY CAME OUT THE NEXT DAY AND CHECKED THEIR LINES AND CONFIRMED THEY WERE IN VERY GOOD SHAPE. ON FRIDAY 10/28/2022 AGAIN THE DRAIN WAS CLOGGED AND THIS TIME WE WERE WITHIN THE 30 DAY WARRANTY PERIOD. WE CONTACTED ROTO-ROOTER AGAIN AND STATED THAT THE DRAIN WAS CLOGGED AGAIN AND WE NEEDED A TECHNICHIAN ASAP. THEY STATED SOMEONE WOULD BE THERE, NOBODY SHOWED UP, THEY SAID THEY WOULD COME THE NEXT MORNING, AGAIN NOBODY SHOWED UP THEN WE WERE TOLD MONDAY, AGAIN NOBODY SHOWED UP AND AT THIS POINT WATER IS BACKING UP IN ALL BATHROOMS AND ALL OVER THE FLOOR, I HAD TO SEND MY ENTIRE STAFF HOME. TODAY 11/01/2022 THEY AGAIN SCHEDULED THIS MORNING AND AFTER CALLING 5 TIMES AND BEING TOLD THEY WERE COMING, NO BODY HAS SHOWED. I HAD NO CHOICE BUT TO HIRE ANOTHER COMPANY AND I HAVE A STRONG FEELING THAT ROTO ROOTER DID NOT RETURN DUE TO THE WARRANTY AND WANTED TO WAIT UNTIL THE 30DAYS WAS UP TO SERVICE US. I DEMAND A FULL REFUND

  Business Response

  Date: 11/02/2022

  When our Jet technician went out on 9/30, he had trouble clearing the line and gave no guarantee for the work performed due to the issues with the line. He also offered a complementary follow up camera to diagnose what the issue was. Our camera technician came out on 10/3 and was unable to get his camera through the trap and found the trap was holding water. He gave a proposal or $7500 to replace the trap and reiterated that we could not guarantee the line because of the issues with the trap. On Monday afternoon 10/31 we rescheduled the call for first thing Tuesday morning. When the call was made in the morning at 7:31AM there was no answer. We are unable to send technicians if we are unsure that anyone is there. The technician was then sent to a different call and was on his way in the afternoon when the customer cancelled the call. We apologize for any inconvenience and would like to offer a $100 discount to our Jetting service, but unfortunately there is no guarantee on the work performed.

  Customer Answer

  Date: 11/02/2022

  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

  Date:10/24/2022

  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 had my sewer line replaced in 2019 by Roto Rooter because the line was dry rotted and kept clogging. At the time they never told me that the entire line wasn't being replaced only from the garage to the trap. After the line was replaced, I had Roto Rooter out 6 more times because the line kept getting clogged (this was under warranty). Ben came out and scoped the line and said that from the trap to the street was completely broken and that it would cost $6,000 to replace and needed to be done ASAP. I had 2 other sewer companies out for another opinion, and they scoped that portion of the line and went inch by inch and showed my wife that there were no breaks or gaps in the line. I contacted the office to speak to Ben's manager, Tim and Tim told me he would send out his top guy to scope the line and Tim would look at the footage himself and get back to me about whether Ben gave me wrong information or not. 3 weeks went by, and no one ever came out. I called last week and left another message asking if Tim would be sending someone out or not and still have not heard back. It appears that Ben their salesmen lied about the line being broken and now the manager Tim refuses to address the issue. I worry that this has happened before to other customers, and they are telling people wrong information just to make a sale. I want the company to address the issue with me and follow through with what they said they would do.

  Business Response

  Date: 10/25/2022

  Roto Rooter repaired the clients sewer lateral from inside the garage down to the curb trap on October 24th 2019. The line was deemed in need of repair and per the contract signed we completed that work. The recent back ups have been caused due to roots past the trap outside of our repair made. There was no issue with this section of pipe back in 2019 and is why there was no proposal given to replace this section of pipe. We proposed to repair what was needed at the time.  Since then over the course of the last 3 years the roots have begun to grow in through the old pipe past our repair causing the back ups. Even though this is outside of the work Roto Rooter did we still have honored the warranty and have not charged the client for any of the recent drain cleanings. We had a technician snake and camera the line on 8/20/2022 and he informed the client there was a further issue out past our original work and gave a quote to fix that problem. We sent out another Camera technician on October13th 2022 after we spoke with the client and she expressed she believe she was given the wrong or inaccurate information.  I sent an email to the client on 10/24/2022 to the one in our system. We found this to not be the correct information and we sent a new email today with the information Sarah requested and a copy of the link to the video showing the issues found.