Complaints

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My kitchen sink was clogged. I called roto rooter. They sent a man. He quoted me a figure to repair the sink. He got it flowing, but noted it was still slow, said if it started clogging up again to call as his work was guaranteed for 6 months. The next week it stopped flowing again. I called to have him return. They sent a company told me it wasn’t guaranteed even though it’s clearly labeled on company policy. She said he told me it wasn’t. That was a lie. They told me they would have a manager call me within the hour. That was a week ago. Now they refuse to answer my messages. I’ve been patient and more than accommodating. It clearly states if they are unable to fix the issue your money will be refunded. I’m at my breaking point. Honestly I don’t want them in my house again. The man that came was very nice and hard working. I don’t understand why they told me one thing and are saying another. They lied and are displaying false advertising. I want my money fully refunded. I will find someone who will do the job correctly and keep their word.

  

  Business response

  01/14/2025

  I looked into this and it looks like our service manager called him on 11/18 and we were awaiting a call back.

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had some plumbing work done on 4/8/23. They had come out to fix a pipe that had been tapped by the people who owned the house before us. The tapped pipe had fallen in and caused a clog in our system. They had fixed it and charged us over 2000$ in total for all the times they came out. When they got done fixing the pipe, they had left a big hole in our yard and another hole near the end of our road. They said that they would be back Monday , 4/13/23, to fill it in. They never showed up to fill it in. We called their office twice and they told us that they were never going to come out to fill it in and said they would call us back. We waited hours and no call back from them. We are still experiencing problems with it. We are not able to run our dishwasher and washer without it blocking all the pipes and filling the hole with sewer water. While our machines are running we cannot flush our toilets and water wont go down the drain.

  

  Business response

  03/16/2023

  Thank you for reaching out. According to our records, we first came out after hours on 12/20/22 to unclog a sewer line. After the drain cleaning, we recommended a video inspection of the line. On 12/23/22 the camera was sold, and on 12/29/22 the camera was completed. On 12/29/22 We located a break and gave the customer an estimate to fix the located area and install clean out. The work was completed on 3/16/23. While completing the work, we inspected further down line and found an additional area crushed at the road. We were not able to diagnose this the first time as it was past the original break and therefore unreachable by our equipment. We gave an additional estimate to repair that section. We explained to the customer that the break near the road needed to be repaired, otherwise there would be additional issues. As of 3/16 we are waiting on the customer approval. Initial work was inspected 3/15. It passed inspection and was scheduled to be back filled today. They are currently on site.

• Initial Complaint

  01/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The week of January 16th, 2023 I was having new showers installed. When the installer ripped out my old shower in my small bathroom he discovered an issue that I needed to call a plumber for. Roto-rooter was the quickest plumber I could get out. I was in a hurry because my new shower couldn't be installed until the issue was resolved. The technician came and was at my house MAYBE 5 mins. He did NO work and what he told the guy installing my shower to do was completely incorrect. Had he done what the technician said and installed the shower it would've costed me thousands probably within a month. Thank goodness my shower installer was looking out for me! He told me to get a 2nd opinion which I did and sure enough, what the Roto-rooter guy told my shower guy to do was TOTALLY wrong! I contacted Roto-rooter and requested a refund. The man who called me didn't believe a word I said and after I explained to him what transpired he said "let me call the technician and see what was said and I'll get back to you...." That was days ago! I paid $55 on 1/19/23 for totally wrong information and then had to pay $257.50 to the plumber I had come out the next morning to fix what Roto-rooter wouldn't. I just want my money back.

  

  Business response

  02/06/2023

  On 1/19/2023 Ms. ******* contacted our office looking for a technician to respond same day. Ms. ******* informed us that she was having two bathrooms remodeled and wanted to have a drain line and a vent line moved. Upon arrival, our technician was met by Ms. *******'s contractor and was told that he was just looking for professional advice. Our technician was told that she (the customer) did not want an estimate and we would not be allowed to cut into any walls or remove any insualtion to evaluate the situation. Our technician was not able to perform a full diagnosis or able to speak to the customer directly without the contractor present. The technician did not leave an estimate and answered the one question that was asked on the invoice. Can we use the existing vent line? The customer was charged a dispatch fee only as we did not have the ability to perform a full inspection and or make a professional recommendation. 

  I believe the $55.00 fee is more than fair.

  Customer response

  02/06/2023

  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. 
  This response is absolutely laughable!!!! And nothing but LIES! First of all they ADMIT that I called wanting to have a drain line and vent line MOVED!! Yes. WHY would I call for that reason and then NOT allow him to do what I called for in the first place?!?! My shower installation COULD NOT continue without that line being MOVED because it was in the way of the shower pan. My shower installer was not comfortable doing any work regarding the vent line himself which is WHY we called for assistance in the first place. The technician took ONE look at it and told my shower installer to just cut and cap the vent pipe and tie it into the one underneath the vanity. The one under the vanity does not lead to the roof like a shower vent pipe must. He wasn't even going to cut and cap it himself...just told my shower installer to do it. Never did we say that he couldn't do what he needed to because the bathroom was already a mess anyway and the wall had been cut into to work on the plumbing for the new shower. This is ridiculousness! It is also untrue that he couldn't speak to me without the contractor present. I spoke to the technician myself and ALONE before he left and I asked him NOW ARE YOU SURE???? He again confirmed the WRONG information. OBVIOUSLY there was no estimate left because he wasn't willing to do any work. I had to call and have a REAL plumber come out the next morning to do what he wouldn't. There was NEVER any QUESTION OR ADVICE being asked...I called to have it MOVED. Plain and simple...it HAD to be moved! And WAS moved the next morning by a different plumber!!! As soon as the Roto Rooter technician left, my shower installer wouldn't do what the technician said because HE KNEW it was WRONG and told me to get a second opinion...which I did. And in the process of trying to find another plumber quickly I spoke to multiple other plumbers who couldn't come out but they told me over the phone that Roto Rooter was wrong. It's disgusting that they won't admit they were wrong and it truly makes me wonder how many other folks they are ripping off! It's not even about the money...it's the PRINCIPLE of it. If they don't want to refund my $55 I will gladly send them the $257.50 bill that I had to pay IN ADDITION to the $55 to get what ACTUALLY needed to be done, done!!! I am LIVID!!!
  
  Regards,
  
  ******* *******

• Initial Complaint

  09/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They cancelled our appt for no reason when we called they refused to come out we spent over 7000 in two weeks and then when we had a problem they didn’t have time for that. Rude when we called the technician hung on me when I complained I emailed to ask the owner to contact me and to date she has not very poor company after you pay them. They are thrilled with you we have also contacted the manufacturer to report their services. Beware to customers- do not use them

  

  Business response

  09/19/2022

  September 12, 2022
  
  
  Dear Mr. S******,
  
  Thank you for taking the time to communicate why our service did not meet your
  expectations. We have every desire to address your needs and provide the best solution
  available to resolve your issue as soon as possible.
  
  Please accept our sincerest apology for any inconvenience these issues have caused. We
  appreciate you bringing this to our attention and giving us the chance to make it right. Our
  goal is to retain you as a satisfied customer and we hope to resolve this issue and continue
  serving you in the future.
  
  As of September 12, 2022 we have attempted to contact you on three occasions and have
  left a voicemail with Mrs. S******. The phone number we have for you rings to a voicemail
  that is full. If you could please call our office and ask to speak to Robbie or Richard, we would
  like to discuss your services and what we can do to resolve your issues.
  
  Thank You,
  Dustin L*******
  
  
  
  Dustin L*******
  General Manager
  Roto-Rooter Plumbing & Drain Service
  ****************** ************
  
  
  
  office number ****************** *** ****** **** ***** ******** ****************** *********** ** *****

*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. ↩