Customer ReviewsforRoto-Rooter Sewer Service

I called for a clogged toilet. When they came out they never checked any pipes or cleanouts prior to starting their work despite me offering multiple times. They snaked the toilet and cleared the clog which I was very happy with. Before leaving they asked if it would still be possible to take a look at the pipes. They then informed me that they had broken through the sewer pipe in a few sections (leaving me with no usable plumbing, unless I would like to let dirty water pool in the crawl). When I asked what this meant going forward or how it would be fixed, they let me know that I would be needing to call a plumber and that was all he could really tell me to do. They then proceeded to ask for the payment for this service. Of course, I called the office as I was certain this would not be acceptable. I was informed that they "should be looking at pipes and cleanouts prior to the service but 9/10 people still choose to go forward with the snake regardless of pipe condition, which may lead to this outcome". I can understand the pipe was old, and that if I would have given them the go ahead after inspection, I would and should be held responsible. But the issue is that they NEVER looked, and I NEVER was informed of the risk. Nor was I given the option to stop or continue on. I explained this on the phone and was asked "what I was looking to get out of this call" which is not a very professional response to a genuine customer concern. I stated they I felt like they should be responsible for repairs or at least reimburse me for the payment I already gave them and they refused. This $200 clogged toilet repair now cost me about $3000 in damages and repairs due to what I view as negligence. My father was also upset with the way this was handled and decided to call back and see if he could assist as I am a young/new homeowner. He spoke with ***** who reassured him he would speak with his partner and get back to him. It went 2 weeks with no return call from *****.

******, I apologize for the inconvenience you have been going through. We have talked with you father the same day you sent this in. April 28, 2023. The faulty plumbing /situation has been resolved after talking to your father short time ago. Thank you for expressing your concern, it helps us be a better company.

In my opinion, NEVER call them for any kind of service. Our call was for a plugged drain in the basement. We called them because the past homeowner used their service. BUT our experience was NOT GOOD! The only thing they did right was be able to come quickly when we called. My husband who is knowledgable about general plumbing was present the entire 15 minute service call. My husband doesn't know about old construction homes with a house trap, but neither did the Roto Rooter service tech. He called the office for help. That's ok, but then the only thing the tech did was put a snake down that area & the area drained, he announced that he was done. Interesting that they charge $230.00 for a 1 hour service call but he was only here for 15 minutes. That is the 1st problem. The 2nd problem is when my husband asked the tech if he should take the cap off of the main pipe to check it, the tech said No, not necessary. 3rd problem, the tech asked if we wanted the main pipe cleaned out to the road. Husband said yes. Tech said that will cost more money. REALLY? 4th problem, the plugged drain continued to act up so we called another company to help us fix the problem. 5th problem is the new company was so good at their job that they showed us what a REAL service call should look like. The new company used a camera, they spent longer than 15 minutes to snake the pipes, they educated us about the way the plumbing in an older home works etc. In my opinion this confirmed that Roto Rooter did NOT do a good job and did NOT fix our problem. 6th problem, I called the office. Doug said he would talk with his tech to get both sides of the story. I appreciate that. But when Doug called back he said that his tech told him that he did take the cap off of the main drain pipe, WHICH IS NOT TRUE. 7th problem. Doug asked what I hoped to accomplish by calling the office. I said to report bad service & maybe get a small refund? Doug said that was not possible & he couldn't help me any further.

After some searching I found the following. We were out February 20, 2023. And the job took 45 minutes and I spoke to the technician involved. He has pictures with both caps removed so he could determine what his job would involve. The husband was present the entire time the tech was in the basement and when he went out to his van. The customer was explained on what was done and asked if he wanted the main line cleaned also, while he was there for yes, and additional cost. It is another access area. We charge less at time of service and if we come back for something else (main) it would be full charge. He declined it. He was informed it could back up at any time. And it sounds like it may have looking at the dates. He signed our invoice staying he was satisficed with the service. I'm unable to copy and paste anything. We have suggested that the house trap be removed.