ComplaintsforRoto-Rooter

• Initial Complaint

  10/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company came to my home on Thursday 10/14/21 for a clogged drain in my basement. They came here to perform a declogging process, they were to snake the pipe, remove access buildup & get the drain cleared. They did not do this! They allowed the water to drain a little, scheduled a clean up job and told me my house trap was broken & damaged! On Sunday 10/17/21 the cleaning crew from Roto Rooter showed up & did a $4,000 cleaning Job. The next morning 10/18/21, the back up returned & water filling back up After! I called RR & they refused coming to see the job & that it wasn't resolved. After researching, a new company came to do the same job. They cleared the drain & explained nothing was wrong with my house trap, it's not damaged! RR were trying to charge me $5,000 to do the bigger job & refused to assist me until I gave a deposit. It was all a fraud! They are the worst experience I've ever had! The people are ruthless & rude! I will be going to court and filing a larger complaint!

  Business response

  10/22/2021

  Roto-Rooter was dispatched to customer to address a back up in main sewer line.   Technician snaked line and got line flowing. Roto-Rooter offered a solution to remove a potentially problematic house trap in order to prevent future back ups.  The line did back up again and customer retained another company to address the drain issue.   Customer did agree to continue with water restoration services.  We regret that customer had an unpleasant experience with the initial interaction with our company.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 8, 2020, at ** ****** *** a sewer blockage by tree roots 25 feet from the cottage was cleared. On August 20, 2021 a Roto-Rooter independent contractor was called and cleared the sewer line clog 20 feet from the cottage. However, the sewer line was not scoped to determine the cause of the clog. Scoping of the sewer line is included in the price. We are a homeowners association and are responsible for maintaining the very old sewer lines. We need to know if it was a collapsed line (which would require that we dig up and replace the collapsed section) or tree root. Multiple calls (8 to 10) have not been returned. The phone number of the Roto-Rooter independent contractor is ###-###-####

  Business response

  10/21/2021

  I have personally called and left a message for Mark. I asked Mark to return my call so that we can schedule that camera inspection at his convenience.

   

  I am waiting to hear back.

  Customer response

  10/21/2021

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

   

  No action has been taken
  

  Customer response

  10/22/2021

  As stated in the original complaint, the Roto-Router independent contractor was contacted eight to ten times. Each time we were told that the technician would call us to schedule an appointment. Roto-Router never returned our calls.

  Business response

  10/26/2021

  I spoke with ******. He is going to call Mark to determine the best time to get the sewer line video inspected. We will be able to determine the cause of the blockage for them.

  I assured ****** that he was indeed speaking to the Independent Contractor and assured him that I would personally make sure we had a camera onsite for him. ****** appeared happy. Hopefully, we have resolved this complaint.

  Customer response

  10/26/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and a satisfactory resolution will not be made until the sever line has the video inspection.  Hopefully we will schedule the video inspection next week. Thanks you for your help.
  
  Regards,
  
  ****** *********
  

• Initial Complaint

  10/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 26, 2021, I called Roto-Rooter to get service for a clogged drain in our laundry room. The service tech came out and pumped our line and couldn't fix the problem. He stated for an extra $132.00 we could get a camera service to come out and run a line down into the pipes to see what could be clogging the drain. After he left nobody got back in touch with us to schedule the appointment for the camera service. I called for weeks trying to get an appointment with no resolve. I called corporate office to get in contact with someone and I have left plenty of voicemails and nobody has reached out to me. I've sent this information to my lawyers office to see what my options are. I want the service that I paid for, and I think its highly unprofessional and unethical for a company to take advantage of people.

  Business response

  10/15/2021

  We have sent another technician out to the home to inspect and clear the line and have refunded the original charge that the technician had charged when he had went to the home. We are continuing to investigate internally about this order with the technician to come to a resolution. 

  Customer response

  10/28/2021

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

   

  Problem:
  I recently filed a complaint against Roto Rooter for bad business practices, and although they did resolve my problem, I was promised a full refund of my money and I have yet to receive the refund. I spoke with Sam on Friday October 8, 2021 and he promised me a full refund of $482.00 in 5-7 business days and that someone will be out to look into our plumbing issues. Someone came can fixed the plumbing issue on Tuesday October 12. I called Sam back and he stated that he processed my refund on October 14. I have yet to receive a refund and they have stopped answering my phone calls once again.
  
  
  Desired Resolution:
  Refund
   
  

  Business response

  10/28/2021

  Customer states she was never given a refund as told by management, I told her I will let AR know to issue the refund she was told she would receive.  

  Customer response

  10/30/2021

  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

  10/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 10/2/21 my business caused damage in a home, located at *** ******* ****** ********** ** ****** We contacted Roto-Rooter and they immediately responded, and I paid via phone with my credit card. My card was charged $487.40 and we requested a copy of the invoice to be sent at the time of payment. No receipt or invoice was sent. Since I have called the call center and branch 8 times to request a copy of the receipt or invoice for this charge. Without an invoice or receipt this charge will automatically reverse. I am upset because I am attempting to ensure Roto-Rooter is paid and this charge is not reversed. I would simply like a copy of the receipt and invoice and I am tired of calling, being on hold, giving the same information, and not receiving the receipt.

  Business response

  10/15/2021

  We will reach out today to get the customer what they need.

  Customer response

  10/15/2021

  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 still have not heard from anyone or gotten a receipt/invoice.

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

  Business response

  10/15/2021

  After speaking, I believe we have provided what was requested. Please let me know if there is anything else I can do.

• Initial Complaint

  10/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had Roto-rooter come out to my house back on July 3rd 2021 since I had water back up in my house and they did the mitigation. I had a salesperson by the name of Chad J**** come out and convinced me to file a insurance claim and stated that my insurance would pay for the entire mitigation and reconstruction of my house. I agreed and now several months later they are trying to collect $2,400 from me and stating that my insurance did not pay the entire amount and I am responsible for the remaining balance. I spoke with my insurance adjuster from ******** and he stated that they spoke with Amy and settled for a lesser amount. They still want to collect the remaining balance from me even though they settled with my insurance. Julia M***** from Roto-Rooter is now threatening to send me to collections if not paid. I want them to just take what was settled from my insurance and write off the remaining balance.

  Business response

  10/07/2021

  The reason the customer has an outstanding balance is due to the insurance paying the amount less her deductible.  RRSC has issued a credit memo in the amount of $2470.08 as a courtesy to the customer.  She owes no additional money to RRSC

  Customer response

  10/07/2021

  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

  10/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The following is my view on our interaction with roto rooter. My place got flooded. Called a few remediation specialists and roto rooter got the job because they promised that my insurance would cover it. They told us that I would have to pay a deductible and to that the entire thing would be covered by my insurance. They even looked at the policy and promised me that it was covered. They ended up staying 3 weeks after they said they would and sent me a bill for 58k. They quoted me 19k and I told them all I could afford was 5k. They promised me that insurance would pay. Insurance paid 5k. Now they are suing my family and me over this. Highly unethical in my opinion. They called me and threatened me. The debt collector even said "You've never been squeezed by me before" when I told him I didn't have any money. I offered them the 10k. They are suing me and my landlord for 20k. This is a multi million dollar organization threatening small businesses and individuals during a pandemic

  Business response

  10/09/2021

  We have spoken with the customer on several occasions. We have reached a mutual and equitable agreement between consumer and business. Customer is satisfied with resolution and will finalize the arrangements on Monday 10-11-21. 

• Initial Complaint

  10/05/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’m writing to file a complaint for ROTO ROOTER because I was charged 4X TIMES for LABOR COSTS for repairing old pipes which took them several times to come to my home to try to diagnose the issue. Each time they came they charged me separately for LABOR which I feel was excessive being that they claim there is a warranty on their work. I called on 10/4/21 to ask for a partial refund of the $2,726.68 total that I was charged which I find excessive and outrageous. I was told by a manager that he would not issue me a refund. I was charged $762.12 on 8/30/21, charged $1,524.26 on 9/18/21, charged $44.30 on 10/2/21. I’m writing because I’m very dissatisfied with their services and at this point I’m not even sure if they have fixed the leak since I had to repair the drywall again being that there are tenants living in the unit. . I would like a refund because I’m very dissatisfied with their services, ROTO ROOTER solutions don’t work, and they overcharged me.

  Business response

  10/07/2021

  We called ****** *** and explain to her that when we serviced her on 08/30/21 which was a pipe leak for the tub. There was no other leaks showing for our plumber to fix. On 9/18/21 our plumber fixed a leaking coming from the tenants toilet. On 10/02/21 customer had a waste bend that was leaking. All three jobs was priced accordingly to our company pricing. Customer did state that her pipes are old. We did recommend to look at all her piping and replace what's old at a discount rate.

  Customer response

  10/07/2021

  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.
  

  When I spoke with their manager Ronald on Monday 10/4/21, I asked him if I could get a partial refund for charging 4X time for the labor costs they charged.  I explained to him that their plumbers told me that the pipes were old and that they should have assessed the pipes being so old should have been replaced in the first place instead of them piecemealing the repairs by returning and charging me over and over again.  He asked me to send him pictures of the pipes and that we would take it from there.  He did mention that maybe a plumber can come take a look and assess how much it would cost to repipe the old pipes.  He never said that he would not issue me a refund.

  I called him the next day on Tuesday 10/5/21 to explain that the ceiling had been repaired and unfortunately I could not send him the pictures.  He proceeded to tell that his plumbers did the right thing.  I asked what does that mean and if he was still issuing me a refund.  He said they did the right thing and at that point I said that I would not be speaking to him and would file this complaint.  He did not answer my question and  I felt mislead into believing I would get some sort refund from our conversation the previous day.  I'm very unhappy at how I was treated and very dissatisfied with their customer service.  

  Regards,
  
  ****** ***
  

• Initial Complaint

  10/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/29/21 Luis D**** an employee of Roto-Rooter came out due to my toilet backing up. He arrived at 3:20 pm and was gone by 4:00, ( I have camera footage if needed) I was charged $258.61. Approximately, 20 minutes later, the toilet was spilling water again, I immediately called the office and was told by the woman that she would let him know. I waited and never received any response. I called back got the answering service after hours, I was told me someone would get back to me. I received a call from Isaiah who stated he would not be able to come back out without charging me. I explained to him that clearly the job was incomplete otherwise we would not be experiencing this again. I called the office the very next morning, Luis was sent back. He was having a hard time, He is new to this occupation. He was here for a couple hours. Today (2 days later) 10/2/2021,the same issue. I called in, was told manager was at the fair & would call me back, Never responded.

  Business response

  10/05/2021

  We addressed the complaint, solved the drain issue, received payment, and closed this complaint on our end.

  Customer response

  10/05/2021

  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. ↩