ComplaintsforRoto-Rooter

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 24, 2022 I experienced a drainage problem in my home. My basement flooded and i had to have my flooring replaced along with additional damage. I called Roto Rooter to assist with the issue. They came out and initially charged me $400 to snake my drain. That did not resolve my issue. The next day they sent another tech out and he snaked the toilet and charged me once again. That didn't resolve the issue. The next day the supervisor came out and told me my sump pump had malfunctioned and had to be replaced. They charged me $1314.69 and told me it would last 15 years (the life span of a sump pump). This past September my sump pump stopped working. I called Roto Rooter and the tech came out and stated that he had to pump the standing water out and flush the system charging me $400 minus $75 with a coupon. Shortly thereafter he stated that the motor in the sump pump had burned out due to a faulty part the last tech installed. He and his supervisor looked up the life span of the part and it was under warranty for 15 years. They told me i would need to replace my sump pump for $2000 due to their warranty was only one year. It was their part that malfunctioned causing my the motor on my sump pump to fail. I am a single mom and i take care of my 83 year old mother with dementia. Sewer gas is coming into my home and we are all experiencing headaches. I cant afford to replace this pump once again. Please help I feel as if I'm being taken advantage of because I'm a single black female with no help.

  Business response

  10/17/2024

  Customer advised RRSC does not provide 15 year warranties on the installation of sewage ejector pumps and confirmed that the pump manufacture warranty is only 1 year. RRSC only provides 1 year parts and labor on sewage ejector pump installations. Since pump was installed Feb 2022, the warranty has run out by over a year and a half.
  

  Customer advised unit was installed properly and there were no faulty parts installed. Unit is currently not working due to failure of parts from normal wear and tear.
  

  Since the pump was no longer under warranty, the customer was offer by RRSC management to replace the pump and check valve for the previously installed price in 2022, which would provide a savings of about $500.00. Customer advised to call RRSC if she decides to have the work performed..

  Customer response

  10/17/2024

  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.

  
  

  
  

  Roto Rooter's technician stated in front of the supervisor that the part was faulty and malfunctioned.  They both advised me to contact a supervisor.  I think this corporation is installing faulty parts to deliberately return and charge the customers additional money.  I was in my home for 14 years and never had a problem with system.  I rarely utilize the bathroom in the basement due to no one lives on this level of my home.  They installed a faulty part and surely should make me whole by replacing my system.
  
  Regards,
  
  ******** ******
  

  Business response

  10/22/2024

  Unfortunately, Parts can fail with normal use, and that is the situation in this case. However, they worked for 2.5 years before failing, and far exceeded not only our warranty but the manufacturer’s warranty.

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ROTO rooter snaked toilet twice Charged 12oo Didn't fix it Won't refund Broke plants and concrete steps while not Fixing plumbing

  Business response

  10/14/2024

  We sent a refund to this customer on 09/302024.  I have attached the receipt for the credit card charge back.  I also received an email from this customer thanking me for the refund on 10/01/2024.

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a rent-stabilized tenant in *** **** County. The p trap under the bathroom sink was corroded and started leaking around 5 a.m. on October 6th. There have been issues with management with regard to repairs so I needed to resolve the plumbing problem on my own. I started contacting various plumbers early in the morning. Various plumbers contacted me with reasonable prices, but they were not available until the next day or Tuesday. I decided to contact Roto Rooter because I heard about their company throughout the years. I checked their website and I saw that they would give a free consuItation and estimate. I scheduled an online appointment for 8 a.m. - 10 a.m., but a representative called me twice to let me know that the plumber was delayed and would be at my apartment between 11 a.m. - 12 p.m. At 12:05 p.m., Mr. Jhonatan S****** (employee number *******) arrived at my apartment. I told my daughter to stay in the bedroom so the employee would not know that another person was in the home. Mr. S****** agreed that the p trap needed replacement. He quoted $350. He said that it included the part and labor. I told him that I had a coupon for $75. He then completed the estimate where he wrote $350 with taxes minus the $75 coupon. He asked me to sign this paperwork with that one line of information. He also asked me to sig the Release and Hold Harmless Agreement. He did not put the wording "replace p-trap - pop up" when it was signed. Mr. S****** then told me that he had to go to the truck to get the part and if it was not available , he would buy the part. When the work was completed, he then told me that I had to pay $439.64 and he had added extra wording to the estimate. He did not tell me the price was different once he started working. I contacted Roto Rooter corporate via email. I spoke to Ron (manager) on October 7th and said I was overcharged. He said that the matter was in a gray area. I request that I am charged what I was quoted.

  Business response

  10/14/2024

  We had a conversion with ****. We explain and it shows on the invoice $350.00 plus parts and taxes. The plumber discounted $100 off the service vs the $75 coupon. When talking with ****. I never said we overpriced the job. I explained to her. When the plumber came back to install the parts. He should have went over the full price with the parts that was mentioned on the invoice. I offered her additional $50.00. Which takes it lower then the other company that **** called for quotes. 

  Customer response

  10/14/2024

  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:

  The plumber, Mr. S******, quoted $280.00 for labor and parts minus the coupon. He only wrote $355 minus $75 when I signed the estimate. He then kept the paperwork while he performed the repair. After Mr. S****** was finished with the work, he then said I had to pay a higher price and he showed me that he had modified the original estimate. If Mr. S****** told me that the price had changed prior to the work, I would have waited for the other plumbers who had quoted a lower price to work on my apartment bathroom the next day. Mr. S****** acted contrary to Roto Rooter's policy that the plumbers provide a written estimate and if there are any changes, they would let the customer know beforehand so the customer could "make the most informed choice for your budget and home". He claimed that a p trap was $150 when the attachments I provided showed that those parts are under $50. Finally, Mr. S****** also told me that I would be able to contact the company for free repairs if anything should happen to the sink within the year which is another falsehood.
  
  Regards,
  
  **** ****
  

  Business response

  10/14/2024

  **** ****. with the discount that was applied. You are paying less with us than the quote given to you by the other companies. They are quoting you just labor. Once you add parts and taxes. You are right back to $400.00. We offered you additional discount. Please email us Pat.Swanson@rrsc.com an advise what you would like to do. 

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roto rooter Did work on my property prior to this year (2021). The work was very expensive as to they had to dig up my back yard and lay pipes ( over 6500 worth of work) since the work was done every six months or so Ive had the same problems. As of this past September, I had the company come out because my sewer was completely blocked and my household couldn't run any water without it coming up from drains. Roto rooter sent out 3-4 different technicians the end of September 2024. The first tech had no idea what was wrong but failed to even try to physically assist, the second tech looked at the prior work done and was surprised that the work done in 2021 had caused a 2 foot ditch vs leveling out and that raised some concerns. The 3rd tech came and tried to clear the line, was a complete failure , his machine wasn't properly working, however expected a payment as if the job was complete(which roto roto rooters policy is that if they cannot find a solution your not responsible to make any payment). That tech called in to the supervisor who called me who was very rude and I explained to him the job was not only incomplete and the tech did not have the proper equipment/ equipment malfunctioned. The supervisor hung up on me. I called the office, explained the situation and then I was advised they couldn't fix the issue by snaking it, would send out someone with a camera to see if we need to go another route, which was scheduled 9/25/2024. That morning, I called off of work again, the office called around 9 am stated a technician was on the way. Around 1pm no one showed up so i called in to see what happened to my appointment, i was told I am now put on the DO NOT SERVICE list. I spoke with a supervisor and was told the same thing. I reached out to the Corporate office to explain that their prior work damaged my pipes and my sewer is backed up because of it. Couldnt get through via phone, but received an email that they cannot help me any further and decision is final

  Business response

  10/14/2024

  We did a spot repair on the sewer line back in May of 2021. We fixed a compromised section of the line. We came out to clear her line in September of 2023. We came back out September of this year. We cleared her line, and she refused to pay for the work performed and demanded a camera to the line. I said I would send a complementary camera service out if she paid the technician on site for the work he performed. She hung up on me. It was at this point I advised the technician to leave the residence. There will be no refund for past services, and she owes for services performed that she has refused to pay. 

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had roto-rooter come out to fix a drain clog and the one repairman left some sort of smelly black degree rubbed all over the bathroom walls. He also broke a piece of our laminate flooring which needs to be replaced. We told them about it and they said something about our insurance but we should not have to use our insurance. They said they would send someone out ut never received a call or visit. I called yesterday and she said manager was on a phone call and he would call me back but he never called

  Business response

  10/09/2024

  Spoke to Mr. ******, he said his wife was out of town until 10/14, I told him we could either refund his money or find an outside company to do the repairs. He requested that I call him back on 10/15. 

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roto rooter came for main line cleaning due to a backup. Service completed well but damaged wood stairs and lvp flooring during repairs. Want to get cost of repairs paid for. Field crew took pics of damage. Have tried to contact rr repeatedly over last 2 weeks

  Business response

  10/09/2024

  The local branch office has spoken with the customer and has begun a correspondence via email.  The customer stated she is happy with the current resolution status.  

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 7th $1,200 to remove toilet and snake sewer line, unsuccessful. August 13th $3,200 to snake sewer line and replace house trap with PVC, unsuccessful. August 21st $4,442 water remediation September 10th Failed plumbing repair, corrected. I fell victim to the company’s long existing practice of escalating the plumbing issue to increase fee’s, executed as it is laid out in the 2011 ********* class action suit “This case arises out of Defendant’s common pattern and practice of systematically pressuring homeowners into unnecessary repair jobs by misleading them into thinking they had a much greater plumbing problem than they actually did,” While trying to understand the fee's and receive the promised camera footage showing the obstruction, I was threatened with and eventually had placed by Roto-Rooter, a lien on my property and my bill submitted to collection after I disputed the charges. They refused to give me an itemized invoice with labor and materials outlined, refused requests to have camera footage shared with me, refused to let me talk to anyone in management and insulted and yelled at me while on the phone. I have a recording of the incident. I emailed the corporate consumer complaints manager and did not receive a response. With each visit the techs would escalate the severity of the repair. I eventually caught on but it was too late. I hired another company and the line was cleared that day for $580.00. The tech's line was always, you need your main sewer line excavated and replaced. It was as if that was the solution they wanted as it is the most expensive. Roto-Rooter sent their water remediation team to clean up and disinfect the damaged area. My insurance company was billed $4,442 for this service. Upon inspection I was able to sweep up two piles of debris after the alleged power washing of the floors as listed in the scope of work on the contract. The last sewer leakage from the failed plumbing occured after the water remediation.

  Business response

  10/08/2024

  In regards to *** **** complaint, 

  the Property that was service is a rental property. *** **** called Roto Rooter for a clog. everything was communicated via phone (*** **** does not live locally)  and *** **** would authorize and provide payment at the end of the service. When we inspected the main sewer line it was noted in the camera footage that line was still holding and Our tech was unable to pass the unknown blockage behind the wall. We recommend exploratory plumbing. Our sewer specialist wrote up a proposal for *** **** to look at. this was at no cost to customer. *** **** then decided to move forward with plumbing excavation at his rental home. Payment should have been collected at the time of signed  proposal but that did not occur. Once work was completed *** **** begun to disputed agreed amount and refused to pay. *** **** had many demands in order to release payment. All questions were answer by Sewer Specialist once he returned from vacation. *** **** then stated that the plumbing that was done was not correct. We express that once payment is rendered we will go out and access the  work and fix our work is needed at no charge, and video footage could be sent at that time. *** **** was informed if he did not pay he would be sent to collections and a lien would be applied. *** **** ended up paying the amount owed and requested plumber to go at a specific date that he would be on property. That was no problem, appointment was schedule and plumber fixed issue and provided after photo. Customer was also made aware in the invoice when work was completed "there is a spot outside that we could not pass with camera or snake recommend digging up septic line outside." this may cause a future back up. *** **** also basement flooded and we offered him water clean up. Everything was explain to *** **** and signed paperwork by him. We also sent  all document  and pictures to Customer insurance company where they review all provided documentation and if they have any concerns they email us back. Per customer insurance claim was approved and paid. 

  *** **** also disputed excavation charge 12 days after payment was completed and after our plumber went back to fix plumbing work with customer present. 

  I have provided all documentation to customer bank and after it being review by  the bank the charge was put back. 

   

  Thank you! 

  Customer response

  10/08/2024

  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.

  The contracted work, to clear the sewer line was unsuccessful for a charge of $1,200. A mis-diagnosis regarding the house sewer trap and subsequent work, also failed to clear line and was in the end proven unnecessary for a charge of $3,200.  In total Rotor-Rooter charged $4,400 and left without ever successfully clearing the line. When contracting a service, there is a reasonable expectation by the customer that the service offered will be completed successfully. The sewer trap misdiagnosis and subsequent work that failed to clear the line shows a gross incompetence in the ability of the tech to diagnose as well as provide a solution. At no time was excavating the sewer line inside or outside necessary even though it was repeatedly being pushed by the techs and is one of the most expensive services offered. The local company I then contracted, ******** ******, quickly cleared the line successfully and shared the camera imagery with me live even though I was not on the property. Rotor-Rooter refused to share their footage at every step in the process, why, I do not understand beyond their need to obfuscate. The lack of accountability for the failed service and the continued pressure under duress of having sewage water in the basement to contract more work, is suspect at best. The Roto-Rooter plumber did correct the poorly executed and unnecessary trap replacement after I had the line cleared by another vendor. Rotor-Rooter and its contractors are either incompetent, deceptive in practice or both. It is disappointing that the company continues to deny any responsibility for their failure to provide the service contracted nor offer any recompense.
  
  Regards,
  
  **** ****
  

  Business response

  10/21/2024

  In regards to *** **** complaint, 
  the Property that was service is a rental property. *** **** called Roto Rooter for a clog. everything was communicated via phone (*** **** does not live locally)  and *** **** would authorize and provide payment at the end of the service. When we inspected the main sewer line it was noted in the camera footage that line was still holding and Our tech was unable to pass the unknown blockage behind the wall. We recommend exploratory plumbing. Our sewer specialist wrote up a proposal for *** **** to look at. this was at no cost to customer. *** **** then decided to move forward with plumbing excavation at his rental home. Payment should have been collected at the time of signed  proposal but that did not occur. Once work was completed *** **** begun to disputed agreed amount and refused to pay. *** **** had many demands in order to release payment. All questions were answer by Sewer Specialist once he returned from vacation. *** **** then stated that the plumbing that was done was not correct. We express that once payment is rendered we will go out and access the  work and fix our work is needed at no charge, and video footage could be sent at that time. *** **** was informed if he did not pay he would be sent to collections and a lien would be applied. *** **** ended up paying the amount owed and requested plumber to go at a specific date that he would be on property. That was no problem, appointment was schedule and plumber fixed issue and provided after photo. Customer was also made aware in the invoice when work was completed "there is a spot outside that we could not pass with camera or snake recommend digging up septic line outside." this may cause a future back up. *** **** also basement flooded and we offered him water clean up. Everything was explain to *** **** and signed paperwork by him. We also sent  all document  and pictures to Customer insurance company where they review all provided documentation and if they have any concerns they email us back. Per customer insurance claim was approved and paid. 
  *** **** also disputed excavation charge 12 days after payment was completed and after our plumber went back to fix plumbing work with customer present. 
  I have provided all documentation to customer bank and after it being review by  the bank the charge was put back. 
  
  Thank you! 

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roto rooter informed me that my service would be warrantied and was given a phone number from the service technician who told me if the situation happened again that he would just come out and provide another service. I let the representative of the phone know that I was told by the service technician that he would complete the service and I was told that whatever was told to me would be what they would stand by. My toilet has been clogged for over a week. I called roto rooter for service and they continued to postpone my service for several days. I have only one bathroom in my home. The condition of my bathroom are now inhuman as soon as you walk into the front or side door you can smell the bathroom even with the bathroom vent on and window open. I can’t afford to stay at a hotel and myself as well as my child has Athsma which makes this situation that much worse. When I was finally able to get the service tech to come out he proceeded to give me a price for the service that was supposed to be warrantied. I informes the technician that I was told that the warranty and or what I was told by the previous technician was what would be stood by however he proceeded to ask for payment. He contacted his boss who also told them he would need to ask for payment. I asked for a payment plan however they technician would not honor it. I am now left with the same issue that I was told would be warrantiesd and taken care of. I can’t stay in my home for much longer.

  Business response

  10/03/2024

  Spoke to the customer and explained warranty period is 1 week for toilet auger service. Customer had rocks and socks in toilet. Her second service request was 3 weeks later. Toilet was then clogged again. Customer was offered discount service but refused additional service.

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Sept 2020 I had a plumbing collapse, I hired Roto Rooter to reroute the outgoing plumbing, they missed a line which I did not know until 4 years later when I had a leak and had to hire someone to fix it, at that time the plumber showed me the pipe that was missed and the leak going on. He offered to fix it since he had to be there to fix the other issue( not related) so I had to pay him an extra 2000 and to fix what should have been replaced 4 years prior. Now I have floor and cabinet damage, from the pipe that should have been replaced or rerouted 4 years ago.

  Business response

  10/04/2024

  Good morning, 

  I spoke with ****** ***** 10/2/24 and she expressed her concerns. These concerns were discussed with our management and we are reviewing the job details. ****** and I discussed a dollar amount in regards to what she is looking for in reimbursement to resolve the matter. I assured ****** that we will have a firm answer for her by 107/24 and come to a fair resolution. I provided ******* my direct line should she have any questions along the way. 

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a water leak on 8/20/2024 in our crawl space which is partially carpeted. We called Roto Rooter( RR) for a plumber to come and fix the leak. Before the plumber came, RR person, Amber, showed up. We thought she was the plumber. But, she turned out to be a sales person for RR for water mitigation. WE DID NOT MAKE ANY CALL FOR WATER MITIGATION. OUR CALL WAS ONLY FOR THE PLUMBER . Amber, the sales person went and saw our crawl space and started to talk about involving our insurance. We specifically said we will not like to involve our insurance. Because, we thought, we just have to dry a small portion of our carpet and we will call someone and it will cost us may be $1500 and our insurance was $1000 deductible. She assured us that it will be better for us to go through insurance and RR will help us get paid by the insurance. SHE CALLED OUR INSURANCE COMPANY, talked to them and gave the phone to my husband to get the claim number. She then got some paperwork signed by my husband. During this time the plumber came, fixed the leak and we paid him $365 for fixing the leak. Next morning their people came and put some fans and 2 dehumidifiers to dry the small portion of our wet carpet and the crawl space. When our insurance adjuster came and saw it all, he estimated that the work to dry that area will be about $2795.12. After RR’s work was finished they billed us for a a Very high amount of $6067.51. Our Insurance says that RR is highly overcharging and is not justified. We feel exactly the same. We feel RR has TRAPPED us in our emergency situation.WE have paid RR $2795.12 the amount our insurance thought it was worth. WE DO NOT WANT TO PAY the balance $3372.39. Which is $6067.51 minus 2795.12. WE STRONGLY FEEL: RR’s PRACTICE OF SENDING THE SALES PERSON RIGHT AWAY SHOULD STOP. IT SHOULD NOT HAPPEN TO ANYONE ELSE. THIS TRAPS THE SENIOR CITIZENS LIKE US. We hope you can help us and take care of the problem. Thank you. ****** ******

  Business response

  09/28/2024

  On 8/20/2024 Roto Rooter entered a contract with the ******* to perform water mitigation on the home located at *** ******* ***** **** in *********** ****.  The scope of work to be performed was given to the homeowners, as well as an estimated price to complete that work.  They agreed to the scope and price, and signed the work authorization form approving Roto Rooter to begin the process.  The water damage was caused by a plumbing leak in the home, which is a covered loss on there policy.  A call was made to the  insurance company to file a claim.  

  The work was completed to the standards of the industry (IICRC guidelines) and every step of the process documented with photographs that we provide to the insurance company.  Roto Rooter does not determine the price for the work performed,  that pricing is provided by ********* software that the insurance industry approves for this type of work.  It is industry standard.  We plug the work performed into the ********* software and it tells us the prices to bill for that service.  Each and every line item.  Each of those line items have a photo taken in the customers home of that service providing proof it wad performed.  Again, that is an industry standard.  

  The amount Roto Rooter billed for the work performed was less that the approved estimate on the contract the ******* agreed to and correct for each service performed.  While it is unfortunate that the ******* "feel" that amount was to high, it does not change the reality of what those services cost.  We did not alter any of the prices the ********* program presented for the work performed.  We simply followed the guidelines.

  Roto Rooter performed a service, pricing for that service was accurate and correct and this complaint should be closed for those reasons.  

   

*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. ↩