Complaints

• Initial Complaint

  02/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Roto-Rooter pulled a permit with ***** ***** County for a future job. I switched to another company before they started working on the problem. They did not release the permit to ***** ***** County. The other company can't pull it until they do. Several attempts were made contacting them to release it. They keep saying they will get back to us. No attempt to contact us as been made.

  Business response

  02/07/2025

  Spoke to customer, everything is completed and taken care of, customer is aware. 

  Customer response

  02/07/2025

  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

  02/04/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  1/23/2025-1/27/2025 Predatory sales practices, pressuring me into calling insurance, quoting me $2000-7000 for a burst pipe and water mitigation services, which ultimately only amounted to a fixed pipe (not included in the quote, and $1350 extra) and air dryers. They are trying to charge me $2600 in addition for the equipment, monitoring, cleaning, protective equipment, and travel. They cannot explain the charges and told me that because I was not in the business, "I would not understand." They are claiming that they performed 8.5 hours worth of work, when they were only in my house for less than 2 hours. Their work has been so inconsistent and unsatisfactory that I now have to call another trusted professional to come out and check the work behind them. I received three different diagnoses on what needed to be done to mitigate the water, with no real examination besides using a moisture meter. Their "cleaning" charge amounted to a guy putting a towel down and wiping it around with his foot. I asked why I was paying for them to have gloves, and got shamed because that meant I didn't want them to have protective equipment. When asked who should be paying for the gloves, I told them that it's THEIR responsibility as an employer. W**** S**** was extremely rude and combative, and the manager for the mitigation department avoided my emails and ducked my call, so obviously they expect insurance to just pay for everything without a second thought. My deductible is high enough that this does not qualify, so now I'm left paying out of pocket to a company that did the same amount of work as if I rented some fans from Home Depot.

  Business response

  02/04/2025

  Good afternoon Mrs. *******,

  Thank you for speaking with me this afternoon. I've updated the water restoration invoice and the new credit as discussed.

  Have a great evening.

  F***** H*****

  Water Restoration Manager

  Customer response

  02/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although I do not find this resolution completely satisfactory, I am accepting it to resolve the issue. 
  
  Regards,
  
  ******* *******
  

• Initial Complaint

  01/29/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Initially called the company for clean out of pipes on 1/15/25. When cleaning out the plumber says they saw dirt pulled up and had a camera person sent out. Full camera work could not be completed due to blockages and/or size constraints but we were quoted and charged $7200 for a collapsed or corroded pipe that required excavation work. We were told this work is extremely urgent and sent a contract to sign, told the work could be completed 1/20/24. We were not made aware of a clause in the contract not allowing us to cancel due to the “urgency” of the work. Work was not completed on 1/20, we were not provided notice that it would not be completed. I reached out on 1/20, they said the work would be completed on 1/21. Once again the work was not completed on 1/21, I was not provided notice that it would not be completed. I called again on 1/22 to once again ask when the work would be completed, they said 1/23. During this conversation I asked for pictures of what was broken and being repaired since camera work could not be entirely completed prior to the job. The work was completed on 1/23. Upon discussing with the excavation crew that completed the work, they said they only provided an access to the underground tap that was previously inaccessible. I had to ask several times to get access to the initial camera footage, the pictures I asked for of the work being completed were not provided, and I still have not been provided with the camera footage to close out the job. I also had to ask the company several times for that final camera work to be completed, all while being harassed to sign a final invoice without the job actually being completed. There are several discrepancies between what the camera person is telling us got done, what the excavation crew said and invoices. Given the misinformation, lack of communication and discrepancies, we are under the impression that work was either not completed entirely or we were significantly overcharged for unnecessary work.

  Business response

  01/30/2025

  A work order was placed on 1/15/25 for a backed-up sewer line. A drain technician came out and his cable pulled mud out of that line, which typically indicates a break. We requested a camera inspection at no charge to the customer. That inspection revealed a severe blockage in the line at 25'. Due to below normal temperatures, that line began to freeze. This caused little to no use of the house drains and sewage was beginning to back up into the garage. The work was delayed due to the low temps to try and prevent potential freezing and bursting of the lines, which would have cost additional money.

  The proposal, right to cancel, invoice, etc. were all sent and signed electronically. The Excavation Manager has made multiple attempts to provide any documentation the customer requests. We have a before video, pics of the repair and an after video available. She has not returned his calls. We have multiple text messages sent to the customer.  We attempted to visit her in-person and she stood in the window and did not answer the door.

  We have fulfilled our contractual obligations and will not be issuing a refund for the work.

• Initial Complaint

  01/26/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had frozen pipes only in the kitchen sink of my home. I tried to locate a plumber to come to my home on Thurs 1/23/25 but they either did not contact me back or were booked with other jobs for the day. I contacted Roto Roto the same day and they said they would send someone as soon as they possibly available. The serviceman came looked at the issued and was able to locate the frozen pipes that lead to my kitchen sink. I was worried about the price and since I never dealt with this problem even though i know service is expensive I never expected the service man to say that the job would cost $450.00 per hour. The final price that was charged to my credit card was $922.00 for labor and $79.88 tax for a total of $979.88, I felt extremely uneasy and after viewing on line that the average price of unfreezing pipes is $100.00 to $239.00 and if there are pipes that burst it is only $330.00 I knew I was taken advantage of in a desperate situation with the price. The job only involved location of the pipes and clamps placed on the pipes that were frozen.

  Business response

  01/28/2025

  I called and spoke with *********. We explained our pricing of the job of what we charge vs what people add online.

  Customer response

  01/28/2025

  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.

  
  

  
  

  (PLEASE TYPE YOUR REApSONS HERE)
  I spoke to people regarding the pricing.  It was not just quotes on line. I could not get an appointment from other companies because they were booked.
  
  
  Regards,
  
  ********* *******
  

• Initial Complaint

  01/19/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of service 1/8/25 a roto rooter tech came to my home to fix a plumbing issue water was backed up in my tub and toilet. The tech stated he knew exactly where the clog was and could do it from the clean out outside. However in less than 5 min the tech came in and said the problem was done after asking over and over he assured us the issue was fixed. We leave go out of town only to come home to a flooded home where the toilet has backed up again in leas than a week. Another tech comes last night states he’s sure he can fix the issue he will need to take up the toilet after several hours he comes and says he needs his supervisor to come being that this one is tricky and he cant do it because his snake he is only allowed to use isn’t long enough but its still under there guarantee no charge to me. The supervisor comes and immediately tries to sell something as he stated thats his job other than fixing the issue he calls the same tech from last night to come. While both previous techs both stated its not a root or branch issue because there are no trees near the main line the supervisor says thats the issue. Stating that if he cant remove it with the snake (the same one already used last night) he will call and have a jetter come and flush it out. However all lies he coached the tech that had already spent hours trying to fix the problem last night to saying he feels something now its a root or branch and saying the pipe has a crack in it quoting $7200 but not before saying he will sit with his supervisor and tech #1 because theres no way the tech could’ve snaked the clean out outside the only way it could have been done successfully would have been by taking up the toilet and that itself I should be refunded. Now i have water damage in my home and still a backed up toilet. With lies and guarantees and no resolution with only an acting supervisor to speak with

  Business response

  01/24/2025

  We have spoken with the customer several times regarding their concern.  We performed service and offered to come back when they stated the issue was occurring again.  We camera'd the line and found roots in the line (Customer took pictures/video from our monitor of the issue).  We offered a permanent solution to the customer that they have not chosen to move forward with at this time.  We have let the customer know that if they are not satisfied with the work or the permanent solution, we will gladly refund her money for the original service and she can seek services from another provider.    

• Initial Complaint

  01/17/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We retained Roto Rooter for water mitigation service. Their Employee Matt H***** took our insurance information and told us that they work with our insurance company and we would not incur any out of pocket costs other than our $500 deductible. He also said he would file the claim on our behalf which he never did. We ended up filing the claim with our insurance a week later since Matt did not our return phone calls or text messages. Our insurance company reached out to RotoRooter which billed them $8819.74, which they revised down to $3694.45. Our insurance company paid Roto Rooter $1605.71 which they called reasonable and customary charges for the work performed. Roto Rooter is now balance billing us for $2088.74. We feel this is a dishonest and predatory practice. By the way the insured is 94 years old.

  Business response

  01/21/2025

  Spoke to customer we are accepting desired settlement 

  Customer response

  01/22/2025

  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

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled a technician at Roto Rooter to fix a sticky shower lever on 1/12/25. Jonathan F***** came out and said he could replace the shower cartridge for around $500. I said I didn't have that kind of money so he offered to perform an adjustment and spray some WD40 on it to make the handle turn easier to turn for $150. Ignorant to all things plumbing, I agreed. I was watching him and helping to turn the main water on and off while he worked. He pulled out the cartridge and said oh there's nothing wrong with the cartridge, the cover was on too tight. So he proceeded to loosen the cover, checked to make sure there was no leaks, received payment, and left. Later on, my daughter goes to take a shower and realizes we don't have any hot water in there. Roto Rooter sent Jonathan back to my house the same night and he attempted to adjust the lever slide control several times until he gave up and said we drained all the hot water, and to try it in the morning and give us a call back if you still have issues. The next morning on 1/13/25, I still only had warm water at best so Roto Rooter sent out Aaron who took out the cartridge and informed me it is broken. I explained that Jon told me it wasn't so if he says that it is then that means Jonathan broke it. Aaron called someone at Roto Rooter and eventually said the best he could do is $475 to replace the cartridge. I called Roto Rooter because my shower lever was hard to turn. Jonathan F***** broke my shower cartridge and now I do not have hot water in that shower. Roto Rooter wants me to pay nearly $500 to repair their own damages. I just want my $160.50 refunded to me because I don't trust them to perform any repairs at this point.

  Business response

  01/21/2025

  Please accept our apologies.  Per our conversation, the service that was preformed and the actions following were not up to our standard way of doing business and we are happy to have issued a credit back to your card.  If you have need in the future please feel free to call, I hope that you give us the opportunity in the future to help and I'm sure the experience will be much better.   Thank you for your time and understanding. 

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called roto Rooter on, think it was June 7th, to come and check my drain from my washing machine, because the water was backing up into my kitchen sink. T*******, I think his name was, came out. T******* snaked out the back side of my houses, I was asked to fill the machine with water and let it out, while he sat on my front porch,HIS JOB! The water ran out with no problem. He explained the warranty of 6 months and left. I know before T******* could get to where he was going, it backed up again. I called T******* and explained the situation over the phone. I then requested that they take a camera and see if they could find the problem. I finally convinced him to send someone out with a camera, because that was suppose to be part of the package. The person came out, checked, and then proceeded to tell me that I had a broken/ cracked pipe. I asked him for a copy of the image and he refused. He then quoted me this huge price. I told him, NEVER! I called roto Rooter back and repeated what the guy had said. I asked for a manager. They said that one would be calling me back. NO CALL,! Called back, asked for manager and copy of image. Same response about manager, but I was told that I could get a copy of the image and that it would be mailed to me ASAP. NO CALL, NO IMAGE! Was told this several times. NOTHING!! The 2 people that promised me the image and call back from a manager were,Laura and Jasmine. All this time, I'm requesting that someone come back out, remember, WARRANTY. No one came, NEVER! The last time I called, I spoke with A****. Got no where. I asked for a manager. I was told by someone whom said he was a manager, that it would cost me $500.00 to get a copy of the image. We went back and forth, started arguing. Asked him to send someone back out...WARRANTY! Got tired of arguing with him, told him, to have a blessed day and bye. Never heard anything else nor seen anyone else. Found out pipe wasn't broke nor cracked.

  Business response

  01/21/2025

  Our apologies for your negative experience.  Our camera tech that was called by the drain tech T******* does not normally have the equipment to run the camera into a small sink or laundry line.  I would assume that he may have run a camera into your main line and felt he saw something broken.  We do not have a record of an estimate given for repair in our system.  Although this service was done over six months ago, you did have a six month guarantee against the line clogging and we would have been happy to send a tech out to do the work, you had stated that you called T******* directly but the correct procedure would be to call us here at ************** and we are always happy to honor the guarantee.  We it should have been explained to you when you called that we do not keep the recording of your line on file so we would not have been able to provide that to you.   I am sorry for what seems to be poor communication on someone's part and hope that you have gotten your issue taken care of.  If you are in need of further service please feel free to reach us at ************** and we will get someone out to you.  Thank you for your time. 

  Customer response

  01/21/2025

  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

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/18/2024, Roto Rooter initiated a water mitigation job on my property on: *** ****** *** ********** ** ***** They estimated the total price they will charge will be between $10,000 to $15,000 (PDF attached). They notified me the deductible will be $2620 and my insurance will take care of the rest. I paid my deductible on 9/12/2024 (receipt attached). On 12/23/2024, my insurance claim handler from ***** **** notified me that Roto Rooter is charging them $24,000. The insurance agent found multiple line items that are irrelevant, not warranted or completed. Insurance agent send a detailed notes to appeal the total amount. On 1/13/2024, I requested Roto Rooter to email me and explain why the irrelevant items noted by my insurance was charged. I never received such email. Till this date (1/16/2025), I have yet received an updated invoice with the new amount and Roto Rooter is threatening to put me in collections.

  Business response

  01/21/2025

  Water Restoration manager has already reached out to, worked with and come to agreement with customer. Customer has paid balance and all parties are satisfied.

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Avoid Roto Rooter: Fraud, Deception, and Bullying If you’re considering Roto Rooter for plumbing or mitigation, think twice. My experience with their ******* ** branch involved deceptive practices, inflated charges, and bullying. On 12/4/24, I contacted Roto Rooter for a clogged basement pipe. What followed was a nightmare of inflated charges and unresolved issues. The technician quoted $30,000, which I questioned. I was assured this was “just a range” and told: “Don’t worry about the price; we can always go down, never up. You’re covered by insurance.” This was a lie. They claimed they needed to remove water and clean walls to prevent mold, but by 12/5/24, the basement was worse. The pipe was still clogged, and the flooding had escalated. They charged $27,000 for cleanup that solved nothing. Then, another plumber claimed the issue was a broken pipe under the sidewalk, requiring $13,000 in repairs. When I requested photographic evidence, he had none and asked me to “trust him.” Instead, I hired a trusted plumber who completed everything for $1,000. No broken pipe, no further flooding, and no justification for the $13,000 charge. Emails to Roto Rooter went unanswered until their representative dismissed my concerns, saying: “You have no invoice for $13k. It wasn’t charged.” This gaslighting doesn’t erase the fraud attempt—or the $27,000 charged for work that didn’t resolve the issue. Now, Roto Rooter is threatening collections and credit damage unless I pay the full amount. One representative wrote: “With the signed contract, I am liable to collect the payment due.” This harassment is unacceptable. My experience shows how they exploit homeowners with inflated charges, false claims, and intimidation. I’m pursuing legal action and spreading awareness through reviews and media. To anyone considering Roto Rooter: avoid them. Their practices are unethical, their services subpar, and their customer treatment disgraceful.

  Business response

  01/21/2025

  We are no longer seeking any compensation from *** ******* and will not be reporting any transactions to any credit bureau.  

  Customer response

  02/06/2025

  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 would like for the company to formally send me a letter stating this is their stance so that in the event there is a change of heart I will protected. 
  
  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. ↩