ComplaintsforRoto - Rooter

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/5/2022 I called Roto-Rooter about water backing up in my basement, they sent out a technician who cleared the clog in my main sewer line and on that day I paid $512 for the work. Included in the work was a 6 month warranty stating that if the same issue was to occur again it would be covered under what I initially paid. It was also stated on the invoice that they had done a complimentary camera inspection of the line on that day and I can say with 100% certainty that this was not done because they primary cause of the issue was that the main sewer line was sagging which is what was causing the clogging and they did not figure this out until 2 mode visits where they finally checked with a camera. After the first backup I had roto-rooter do restoration where they came in and cleaned the floors with steam cleaners and for this work I claimed it on my insurance but had I of paid out of pocket I would of been extremely disappointed because the work they said they were going to do is not what they did. They did not clean the entirety of the floor that was affected by the backup and they scuffed the paint going downstairs into my basement. As well they did not fix the primary cause of the backup because it happened again and so the $4,179.73 I claimed on my insurance for restoration was for nothing. On May 8th roto-rooter came again and I was charged for clearing the line again when I was still in the 6 month warranty. It was at this time they finally did the camera inspection and we moved on to talking about a fix for the sagging pipe. So now after having it replaced and trying to contact roto-rooter multiple times where they always say they will call me back and they don't. I now have a pile of dirt in my yard that they were supposed to level out as well as 2 access points they were supposed to cut down and the remaining water damages again that I would have to have restoration come out for again, costing me thousands once more because they didn't do their job.

  Business response

  11/28/2023

  On 12/05/22 a technician was sent to Mr.********* home for a sewer back up.After diagnosis,the technician found that the main sewer was backing up. He gave Mr.******** three options for solving this issue. The option Mr. ******** chose was to have the main sewer line Jetted. On our paperwork it states that you would have a 6month warranty and we would also be able to do a complementary camera inspection. The service Mr.******** paid for was the jetting of the sewer not the camera inspection. On that day we did not have a supervisor available for a camera inspection. On 05/08/23 8:00am Mr.******** called us stating that his home was backing up again. Within a few hours, we had a technician at his home opened the sewer under warranty for free. On that same day 05/08/2023 a field supervisor tried reaching out to Mr. ******** to let him know he was available and on his way to complete the camera inspection. He did not answer so we left a VM for him to call us back at his earliest convenience so we could complete the camera inspection. He never called back for this to be done. On 05/17/2023 Mr.******** called stating his sewer was backing up again. We had already completed warranty work for the customer and tried to contact them to have the camera inspection. On 05/17/2023 Mr. ******** chose to have additional work done including the floor drain. In our paperwork it states that the customer will have a mound of dirt and we are not responsible for any landscaping work that may be needed. After talking to Mr.********* father. I did agree to remove some of the dirt and cut down his cleanouts to grade. Attempts were made and customer never answered or returned calls for this to happen.I have spoken to Mr.******** and his father on multiple occasions. I have made several unsuccessful attempts at reaching out to Mr.********. At this time we are still waiting to hear from Mr. ******** to schedule the dirt removal and cut down.

  Customer response

  12/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  When we initially talked about the work being done I was informed before hand verbally that there would be a mound of dirt in my yard after the work was done and that roto rooter would come back our and level it out for me at a later date and to my understanding it was part of the work being done. I was told personally that it would be done and as roto rooter has stated they also talked to my father who they told as well that they would be out to level out the ground AND cut the access points down to the ground level. I also did not ask for an invoice I already had that, I asked for an itemized list to justify the $7,000+ price that I was charged for a horrible job done and horrible communication an itemized list woild include every aspect of the job that was done and what each part costed which a company is required to provide if asked. I did not receive any calls in fact I called multiple times and spoke to people at roto rooter and was assured I would receive a call back and never did. I spoke to the supervisor once and he told me after a meeting he had he would call me back and he never did, it is absolutely impossible to get a response out of this company, the fact that I had to go through the BBB just to hear anything back is repulsive. This company just scams people and dodges their calls to avoid and repercussions. 

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

  Business response

  12/20/2023

  A representative of the business has advised the BBB that they have concluded the required work at the consumer's home and consider the matter resolved.  

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 15 Issues with plumbing. I called them came over and said with the service provided would be a temporary fix, but gave me some time. The toilet still doesn’t flush and leaks in the basement and I paid over$500. I called back and they tried to send someone out at night. I told them it was too late tomorrow? Get a text he was coming had to call back and tell him no. What did I pay for?

  Business response

  05/16/2023

  This is a Franchise location…

   

   

   

  Business response

  05/25/2023

  Our customer, Melissa ***** called in for services on the 15th of May. We responded the same day and sent a technician out to resolve her plumbing issue. She called in for a toilet that was backed up. When the technician ran his diagnostics, he determined that it was her main sanitary line that was backed up. He used his hydrojet and cleared her main line. After his work, he collected her signature which states that she was satisfied with the work performed and she gave us a credit card payment before leaving her residence. An hour after leaving her residence, (7:21PM) we received a call that the problem was still not resolved. We immediately booked a technician to return to her residence to warranty the work that we did, at no cost to her. The technician tried to reach her at 8:17 PM to let her know he was on his way with no answer. He attempted to reach her again at 8:56 PM, at which point she called into our dispatch to cancel the appointment because she did not want someone out so late. A copy of the invoice has been attached for reference with her signatures. 

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