ComplaintsforRoto-Rooter

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  March 19: Roto Rooter arrived for a service call of the upstairs shower leaking into the downstairs bedroom closet. They discovered the problem, fixed it, and suggested water damage inspection/mitigation. RR sent their subcontracted water mitigation team to inspect and remedy. There was mold. My homeowners insurance does not cover mold, however, it was evident that this mold was directly related to the initial leak. Insurance paid 100%. Subsequent mold/humidity readings indicated there is still a problem. Additional mitigation was needed. Insurance did not pay any of this second round of mitigation. I paid Roto Rooter $2994 out of my own pocket on 6/24/24 @2:16 pm. I was billed on 5/31/24 for this. June 24: ******** *********** came in to replace the drywall, etc. in the downstairs bedroom closet. A****** discovered that there was still water on the duct work and in the insulation. Very reasonable to deduce that this was the cause for the lingering mold. As this was not caught and mitigated in the first round of cleanup, insurance paid 0% of this. ($2994) I have tried repeatedly to get answers from R****** S****** of Roto Rooter. (************ ** *****) Phone calls to him started August 30 and have continued at least biweekly since. Phone messages have gone unanswered. He has taken to emailing and now won't return emails. I believe that Roto Rooter was negligent in their initial inspection. Had the water in the HVAC been discovered during the first round, all the water and subsequent mold would have been taken care of AND paid for by insurance. The remaining water (for 3 months) caused the mold that insurance wouldn't pay for. I believe I am entitled to a full refund of $2994. I appreciate your time and your efforts.

  Business response

  11/14/2024

  I spoke with Mrs. ***** and explained that the mold we discovered in March was the mold we remediated and was part of the original claim.  The issue seems to be with her insurance company not wanting to cover the mold portion of the claim even though it was a result of the initial loss.  I have provided her with the original test results and the final clearance results for the mold remediation to submit to her insurance company.

  Customer response

  11/14/2024

  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

  11/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had Roto Rooter unclog a shower drain at our house on July 19, 2024. It was a routine service that lasted no more than 10 minutes. Despite the routine nature of the service, we received a bill for $463, far above comparable plumbers’ rates. We paid the bill. We were informed orally by the plumber that there was a 6 month warranty on the service and that we should call Roto Rooter again if the drain became clogged again within 6 months. This was also reflected on our invoice. The company website also states that there is a 6 month warranty on any drain unclogging service. Our drain became clogged again in November 5, 2024. We called Roto Rooter again, only to be told that we may have to pay for them to come out and unclog the drain again. We mentioned the warranty, and they said that they would only honor it if we had our invoice. We had lost track of our physical invoice. We asked if they have the record of the warranty on their end; they said no. They offered to email us a copy of our invoice to show the technician. We agreed; they never sent us an email of our invoice. They then offered to send out a technician, who again they said WOULD BE CHARGING AGAIN for their services without an invoice proving warranty (which is on their website!). They still had not emailed us this invoice! We declined the technician, as we were not willing to pay an exorbitant price for a service which should have been under warranty. We have bank records of the payment for the initial service.

  Business response

  11/06/2024

  Not sure who the customer spoke to, either way, even though a tenant landlord, we are sending someone back out.

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  REwas contacted to assist with a clogged toilet. It was extensive so they used the camera and found large section of main sewer line was damaged, needed replacement. I needed to get the work done quickly so did not get another estimate-paid $14,000. I was told the work would be done in 2 days. The excavation and pipe replacement was completed. The workers said they would return the next day at 830am. I was told I should not use the water or flush. I called RR at 11am bc no one showed up. The person who answered the phone was rude. She said someone would call me. At 1230pm, I still did not receive a call. I called again,told that someone would get back to me. At 2pm, I received call from the employee that did contract.He said he would get back to me. At 330, I called again,asked to speak with the manager,Sam. I was told he left for the day. I asked to have him call me. The person who did the contrac called back at 430, stated they couldn’t fill the gaping hole until the township inspected the line! This was the first time I heard this-asked why I was promised that work would be complete in 2 days. He said he would come over to run camera to see if I could use water. He never called, never showed up!!! I called my plumber, who checked the line FOR FREE, said that we could use water! Also informed me he would have done the job for half the price! I was overcharged, mislead as to when the work would be completed,not informed that the township needed to be involved. As well as not being able to reach ANYONE the entire day! I wasted entire day waiting for them to come, unaware that there was no plan of anyone coming! I still don’t know if anyone from the company obtained the permit!

  Business response

  11/05/2024

  We spoke with Ms. ****** and cleared up all issues.  The permit has been filed and we are able to get a courtesy inspection today. once this is completed we will schedule the trench to be backfilled.  We are also going to have someone come out to their property at 4pm to hydro jet the rest of the main to clear out any possible scale and debris from the work that was done.  She also has my direct contact information do if they have any further questions or concerns they can call me directly.

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/13/2023 under warranty for $10,250, Roto-Rooter of ****** ******** replaced the drainage pipe from the house to the street and added a back water preventer. I had started a permit with the City of ******, but when the city reached out to them, they never returned their contract. They also did not get permission from my neighbor to dig into his property. The system backed up in October and I have since had it camera-ed and a report written. The original pipes were not put in at the correct pitch and no vent was added to the roof. Roto-Rooter says their warranty is only for the glue between the pipes, but one would assume that is true on the given that the system is not put in properly. I'm still facing the problem of backing up and the expense of having the system be regularly jetted or more because of their hasty and poor job.

  Business response

  11/02/2024

  Roto Rooter will work the customer to make proper repairs under the warranty.

  Customer response

  11/02/2024

  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. I received a phone call where it was agreed that the work would be overseen by a master plumber, documented and photographed as it proceeds, and would be done under the inspection of the City of ******. On these terms I accept their response.
  
  Regards,
  
  ********* *** *****
  

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Here's the entire timeline of my experience today: 10AM-12PM: This was the expected time the technician was supposed to arrive. 10:26AM: I call to find out what the ETA might be and was told my time window should've been 4 hours instead of two. Meaning the person who scheduled me, mislead me. 2:35PM: At this point they have completely missed both windows and I called them again. I was told that It will be another 30 minutes depending on traffic. 3:10PM: Now they have 3 broken promises on the ETA, so I call again and speak to a supervisor. She said they're gonna be another 30 minutes. Plus the supervisor will call me back with an exact map location to let me know how far the drive is currently. 3:25PM: I call again because the supervisor didn't ever call back. This is now 4 broken promises from Roto Rooter. I expressed how much of an issue this has become and the time wasted (mine and my tenants who had a night shift and lost all their sleep waiting). Was told they'll be there in 15min. 3:42PM: I called again because still no-one has come. 5 broken promises, and 6 hours wasted (3 people affected, so cumulative 18 hours) so far. I asked the dispatcher to give me the map location themselves as they have access. They handed me to another supervisor (night time). He refused to give me any more information. In his mind, I was now bothering them and he's refusing to give any ETA whatsoever, and the map location. This is unacceptable and he was very mean to me on the phone. Review the phone records. 4:00PM: Now is when the plumber actually showed up, 6 hours late. They also charged a ridiculous amount for such a simple problem (toilet handle). In addition, they didn't have the right part available. They have an off color handle that doesn't even match the toilet. They wanted an additional payment to go out and get a matching one. They clearly pressured us because of course after the wait we want to proceed. Overall, I feel disrespected and believe i've been scammed.

  Customer response

  11/08/2024

  Hi, the company I added is roto rooter based out of ********. Not sure how the business information got changed, I wouldn’t submit that. 
  

  This is the correct business which I put in the complaint: Roto-Rooter Plumbing & Water Cleanup
  ***** ********
  
  
  
  ************************

  Business response

  11/11/2024

  Our General Manager spoke with customer, and we will be covering for customer to get another company to fix his plumbing issues and will cover cost up to the same amount that was already refunded to customer. thank you, 

• Initial Complaint

  10/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company is a scam. They advertise as BBB Accredited but the BBB site says they are not Accredited. They start with very high prices, make all sorts of verbal promises but their technicians have little or no skill. Tech named Richard #3039 quoted $650 to eliminate a gurgling sound when toilet was flushed. When I explained that other companies quoted $250-350, Richard gave me a "discount" reducing cost $400. I said yes IF he eliminated the "gurgling" sound the toilets were making when flushed. He agreed but was unsuccessful. He insisted on payment none the less and when I asked to speak with a supervisor she threatened to attach my home if I didn't pay. I noticed other low ratings on other sites.

  Business response

  10/31/2024

  Our technician was on site at customer house on 10-29-24 and quoted them $641.00 to snake Main sewer line. Roto-Rooter does not price match with other customer, And we also do not charge customer if they refuses service after price is given.  Customer had a problem with the pricing. Then with management approval technician told customer it would be $400.00 and once dropping the line we will have a sewer specialist put a camera down the line as a courtesy to see what is occurring in the main line. Customer refused to pay the $400.00 and stated that he wanted the camera guy to finished the work. And that he still heard gurgling in his toilet. Tech was able to provide flow to allow our camera guy to come back and put a camera down the line. When asked to pay for the service that does NOT INCLUDE THE camera inspection since its a (courtesy we do)AFTER tech is done with providing flow. Customer was explained that this is NOT part of clearing the line and payment will have to be given so we can send a camera specialist out. Customer refused and kept referring to "job not complete" and i explain the drain cleaning was and we can ONLY send a camera specialist once the reduce amount provided to customer is paid. Customer was also made aware that the gurgling can be due to a breakage in the line, but we cannot be certain till line is camera once PAYMENT is provided. 

   

  Customer was not charged anything for the services provided. 

  Roto-Rooter will be happy to send a Sewer Specialist to camera inspect the line once payment of $400.00 is made.

  Thank you, 

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We called Roto Rooter for water puirung though our garage related to apparently leaking pipes. The car out charged 750.00. The next day we used the vath upstairs and the same thing happened again. They came and said we shouldn't have been charged that amount. They unclogged the lines but did not repair or run a camera. The next morning a camera was run and broken pipes under the house was diagnosed. They gave an estimate of 10,200.00. We did not qualify financing so we got other prices and used another company. When work was complete and water upstairs used after a week of waiting the pipes were still broken. Roto Rooter charged 750 and did not fix a thing upstairs except to diagnose the pipe broken under the house. We paid another company 400.00 to fix what Roto Rioter charged for and did not. We want 400 dollars refunded to us.

  Business response

  10/30/2024

  We will refund the $750 paid for service. 

• Initial Complaint

  10/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Roto-Rooter Misrepresented Services, Charged Excessive Invoice I am filing a complaint against Roto-Rooter Services Co. for deceptive business practices and excessive charges. The Issue: • Roto-Rooter employee, Ed I*****, misrepresented himself as an insurance adjuster and misled me into believing my insurance would cover mold remediation. • Despite an agreed-upon estimated cost of $5,000-$10,000 (DocuSigned after work completion), I received a final invoice of $15,067.60. • As a senior citizen on a fixed income, I cannot afford this unexpected cost. Details: • Ed I***** pressured me to begin mold removal before the insurance inspection, jeopardizing the claim. • I trusted his assurances that insurance would cover the cost, which turned out to be false. • The final invoice significantly exceeded the estimated cost. Desired Resolution: • A revised invoice reflecting the agreed-upon maximum cost of $10,000. Additional Information: • I have attached a copy of additional documents. Please investigate this matter and help me reach a fair resolution. Sincerely, ***** ******* ###-###-#### (******************)

  Business response

  10/30/2024

  Spoke to customer, we are sending new invoice to reflect original invoice amount range between $5-10k. The new invoice amount due to the customer that was agreed upon was $9000.

  Customer response

  10/30/2024

  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

  10/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Roto Rooter fixed my main water line that burst on 09/21/2024 yet after four attempts they refuse to send me a 'paid in full' bill so I can submit it to my local water authority for an adjustment on my $1200.00 bill. I need them to send me the paid bill.

  Business response

  10/23/2024

  We have emailed the customer a copy of his bill showing paid in full as the customer requested.

  Business response

  10/30/2024

  Invoice has been resent to customer trying to follow their direction in showing paid on the actual invoice.  We have also sent a detailed letter, on company letterhead, with the detailed breakdown of services and showing paid in full.  

  Customer response

  11/12/2024

  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

  10/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had received a very high water/ sewage bill for October. I have a Home Warranty (*****)Company but before filing a claim I contacted the ***** to inquire why the bill for a single person household was so high ($200), Was told I may have a water leakage in my toilet, so I proceeded with the claim. The Warranty Company recommended Roto Rooter, so I scheduled the appointment paid $65 service fee and the plumber proceeded with the repair. Eventually saying the issue was with the toilet bowl continuing to fill due to bad floater. New one was needed, and he had one in his truck. During the supposedly install he yelled "oh s***t the water hose had popped off and water was running all over my bathroom floor and down to my kitchen ceiling leaving a large water stain. He took pictures and I took pictures of both the bathroom floor and the kitchen ceiling stain, he said he would turn it into his supervisor, and I will be contacted to discuss repair, this happened 10/5/2024 and it is now a month later and I have not been contacted by anyone from Roto Rooter. trying to give them the opportunity to respond before filing this complaint. The repair was never done as noticed by the repair person I hired so I had to come out of pocket to have the entire toilet replaced but still have the water stain in my drop ceiling panel in my kitchen which was due to the plumber's negligence. Im no plumber but I do know the water should have been shut off before any attempted plumbing repair. Thanks

  Business response

  10/21/2024

  Customers Warranty company called on 10/3/24 for water in toilet keeps running. Our plumber went to customer and was there for almost 3 hours. Plumber told customer and warranty company that her water shut off valve to the toilet was old and starting break down. Recommended that it needed to be replaced. Either customer or warranty did not want to replace it at that time. Plumber tried to turn the valve. It was not turning and plumber did not want to put a lot of force on it and break it. Plumber did a complete rebuild of the inside of the toilet. During the process the water tube inside the toilet did come out and sprayed some water on the customers floor.  Plumber did shut off water right away from the main in the house and cleaned up the floor. Plumber was there for an hour with the customer after the job waiting on warranty company for payment. At no point did the customer complain about the water spill and customer was satisfied. 

  Customer called in that night and said toilet was still running. We sent another plumber out who was there about 45 mins. Plumber stated that the flapper was not sealing properly, but was able to get it to stop and stated if it continues to call us. 

  10/4/24 - Customer called back in and stated that the water was running again. We sent the original plumber and he tried another rebuild thinking maybe the part he put on the day prior was bad. Plumber was there around 2 hours. The new rebuild was not sealing properly. He determined that she needed a new toilet as the toilet was older and not a lining with the new parts. No way to get original parts due to age of the toilet. We offered a new toilet at a discounted cost and customer stated no that she had someone who could replace the toilet. 

  We tried to reach out to the customer multiple times on 10/3/24. 10/4/24 a manager spoke to the warranty company that called in for the job and stated we would send the plumber back out which we did. 

  We put in almost 4 hours and did 2 rebuilds. Customer or warranty company did not proceed with a new water shut off valve which would have fixed the initial leak of the water. Customer refused new toilet and got someone else to put one in for her, which is her decision as a consumer and not on us. Refund of work is not warranted in this situation. We are willing to help with the 1 ceiling tile that was affected from the pictures we took. Customer can gladly call us back and we can have a solution for her. We tried to call customer in past with no luck. Customer has not tried to call us and ask to speak with a manager. If customer calls in ask to speak with a manager we will work with her on the new ceiling tile. 

  Customer response

  10/21/2024

  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. ↩