Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* ****** writing for my elderly father who is 75 years old with vision & health issues that’s has been taken advantage of by this company taking 1,750$ illegally from him and is refusing to give funds back for a job they did not do On Friday January 3 2025 an employee from Rooto Rooter came to my home 1 day before they stated they would come to assess a job . I was told I had to put a credit card on file . The company told me I had 3 days to determine if I wanted the job done . I contacted them and told them I didn’t want the job done the company charged my credit card $1,750 and told me I wasn’t getting the funds back. They didn’t do any work they damaged my security door broke the glass and still haven’t repaired it yet . Because I’m elderly I feel unsafe with my door open because the company has broken my door without repairing now they’ve illegally taken 1,750$ from my credit card.

  Business response

  01/08/2025

  BBB:

  The refund for the deposit was processed. The customer contacted us within the three-day cancellation window. A copy of the refund receipt was emailed to the customer and customer's daughter. I am unsure who they contacted originally, but this was a simple fix. In regard to the broken glass pane, the tech on site and customer discussed remedy and the company is waiting for a copy of the receipt so we can reimburse.

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  date of service 12/12/24. Paid 3500.00 We had a leak in the main pipe outside our house. The salesman came and said that the area would have to be excavated, and two plumbers would have to do the work. When we questioned the cost, he stated that in order to stop the flow of water when they were doing the repair would require that the pipe be capped. This was not the case as the water was just turned off at the main stop valve. The next day, only one plumber came, stayed for a max of three hours to complete the job. No special equipment was used, just a spade and shovel, the area was easy to access, he dug about a foot down or less, and replaced just a small section of pipe. We feel that the job was misrepresented in complexity and we were overcharged beyond fair market price for the service and work that was done. See attached photos showing the area of leak, depth and tools used for the job.

  Business response

  01/07/2025

  Customer was given a price upfront for the MWL repair and Excavation work to make repair. Roto Rooters prices are set on a corporate level across the board for any services. This project was assessed, priced and agreed upon by both homeowners and the Field Supervisor with RR. Our Excavation department has bottom dollar/minimum prices for in ground excavation repairs.

• Initial Complaint

  01/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see attached complaint for details. We scheduled the next day service on 11/22. Roto-Rooter sent people on 11/23 and completed on 11/30. The service was fine but final bill amount was not communicated until they sent the invoice to our insurance company on 12/5. 1. Invoice is overcharged. Since Roto Rooter knows our insurance company will cover up to $10,000, they tried to maximize the charge and invoiced us $14,500 which is not fair to customer. The quantities of equipment used for water damage mitigation on the invoices are not reasonable. The photos included in the invoice can’t support the quantities of equipment they charged on the invoice. We tried many times to connect with Roto-Rooter field supervisor and claim coordinator to get more explanations, but no one wants to have a call with us. The only response we got was a few emails which didn’t provide any reasonable explanations about why the invoice was overcharged. They just kept saying that the invoice is due soon and we need to pay. We do want to pay but only to the extent of invoice has reasonable charge. 2. As mentioned above, we tried to text and call Roto-Rooter field supervisor, Peter and claim coordinator, Patti but did not get responsive answer. Only email back and forth with Patti and she asked Louis B**** and Doug H***** to review it on 12/17 and also copied Customer Satisfaction Manager Pat S****** but didn’t get any response. Followed up with Patti on 12/18 and she said she will let them reviewed EOBD 12/19. Until now we didn’t get any response. 3. The contract stated the estimation is $5000 to $1000 so we signed the contract but when we tried to dispute with Roto-Rooter on the overcharged invoice, they stated there was a typo in the singed contract. This misled us to agree with the contract at the beginning of the job. The total amount was not communicated with customer and not transparency until we got final bill. Making customer feels ripped off and uncomfortable.

  Business response

  01/06/2025

  Hello. Customer signed attached agreements. Roto-Rooter uses the industry standard program for pricing, *********, that all water clean-up and insurance companies use. ** ** was emailed in detail about what he signed and shown the areas of the agreement that he's choosing to disregard. We did the work we billed for, and the customer has been paid by his insurance company and now does not want to pay his invoice here for work completed. Per the signed agreements, payment is due by the 40th day of completed services. Attached is the initial email to the insurance company and ** **, that went unaddressed by him until 12/17, yet the info was emailed to him on 12/5. 

  Customer response

  01/06/2025

  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.

  
  

   * Has the company addressed the issues of this dispute? 
      No, the company just kept saying I signed the agreement and insisted I need to pay for the full bill.

      Again, I have no problem to pay but only to the extent of invoice has reasonable charge.

      They never brought the resolution but just pushing for payment.
  
  Address my issues below again:

  1. They put estimation $5000 to $1000 which misled us to agree the job with them

  2. The service they provided didn't match the breakdown. Here are examples:

  a. They put around 10-15 air movers as proposed but they charged 20
  b. Charged anti-microbial agent application for over 1000 square feet but our basement area is around 700-800 square feet
  c. They charged you over $800 to install 220v power box without communicating with customer in advance
  d. Trip numbers and hours were overcharged. Why you spent over two hours per trip? They charged you even on holiday which they didn’t send anyone here. 
  e. The Equipment Log needs to be signed by customer but they didn’t ask for my signatures and didn’t go through the total quantities with us.
  f. Emergency after hour over charge. Worked here only two Saturdays but they charged more than that. In addition, agreed completion date was not achieved

  3. All the service should be provided within the estimation and no transparency for the final bill until they sent the invoice to my insurance company.

  4. One of my signature on log was forged (not my signature). Now we believed they copied and paste my signature to wherever we didn’t agree.
  
  Regards,
  
  ******* **
  

  Business response

  01/20/2025

  Hello. Addressing the complaint in order of the line items. #1 - estimate was $5,000 - $10,000. There is nowhere in the world that someone would give a low-end price and go lower. The customer is well aware that the "range" was $5k- $10K and is attempting to use the "typo" as a tool to not pay for his services. #2 - the breakdown is per the industry standard web application (*********) that ALL water mitigation and insurance companies use to determine the cost of work being done. #2A see pg. 70 line #21, we billed for 15, not 20. #2B, according to ******, the measurement of the basement is 864sq ft, we're over by 136sq ft, that would be a monetary difference of $50.32, more than happy to refund $50.32. #2C, attached is the invoice from the electrician; how could the customer not realize that there was someone there to install this. This is also necessary, as your typical home does not support the equipment running, without tripping the homes electrical system. #2D - 2-man crew to do the work and a monitoring tech for days signed for by customer on pages 14-20. Dates are: 11/23, 24, 25, 26, 27, 29 & 30. #2E, the equipment log is so our equipment doesn't go "missing", there is no requirement for you to sign. You had already signed for that on the Customer Equipment Responsibility Form pg. 3. #2F- the emergency service call, per the ********* program states: "an emergency service charge is representative of costs resulting from the immediate reassigning of employees from a job in progress or the activation of employees from on-call status for emergency response". Has nothing to do with Saturdays. #3, the contract clearly states, the range that the work will be billed per *********. Once the info gets inputted to the ********* program, it tells the cost. #4, citing one of the signatures was fraud but the other six were good? Doesn't make sense.

  Customer response

  01/23/2025

  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.

  
  

  
  

  1. Even the estimate is $5,000-$10,000, why your final bill is 50% over it?
  It’s the scam if you used lower estimate to lure customers doing business with you.
  You keep saying the estimate is the industry standard but you didn’t follow it.
  You didn’t do any extra service than what you estimated. Where is the over charge coming from?

  Estimate $5,000-$10,000 but charged $14,500?

  2. You don’t know how to read your breakdown.
  Line 21, you said you set up 3
  Line 33, another 2
  Line 51, you said 20
  Total you charged 25 instead of 10-15 as estimated.

  
  3. You never quote electrician service. Your guy just said someone will install it.
  Besides, in line 22, if we pay it, why you charge 5 days “rental” or “set up”?
  It said removed on 11/30 but it’s still on my wall in basement.

  
  4. No one was at my home on 11/24. All cost related to that day should be removed.
  Signature forgery is the crime. It doesn’t matter make sense or not since it’s fact.

  
  5. We already paid the invoice in full on 1/6/2025 and would like to get refund whatever over estimate which is $4,500.
  
  
  Regards,
  
  ******* **
  

  Business response

  02/06/2025

  Roto-Rooter has thoroughly reviewed and responded to your concerns multiple times. The work performed was in accordance with the industry-standard pricing program, *********, which is used by all water mitigation and insurance companies. You signed multiple agreements acknowledging the scope of work and pricing, and your insurance company has already reimbursed you for the services.

  Key points of clarification:

  * The estimated range provided was $5,000–$10,000, not a fixed price.
  * All charges were calculated based on *********, with transparent breakdowns.
  * Any minor discrepancies, such as a $50.32 overage, have been acknowledged and offered as a refund.
  * Equipment usage, emergency service fees, and labor were clearly detailed in the signed agreement.
  * Multiple signatures were provided throughout the process, verifying authorization of the work.

  Given these facts and our previous communications, this serves as our final response.

  Customer response

  02/06/2025

  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.

  
  

  We don't accept the explanation.

  Why the final bill is 50% more than estimation?

  It's not 5% or 10% but 50%!!!

  And your manager said it won't over our cap and estimate and we decided to use your service because of this!

  There's no protection for customers.

  The estimation also came from the same system.

  If you estimated wrongly, we shouldn't bear with that and it's scam!

  I don't see you change the service / job scope.

  Insurance company paid doesn't mean it's reasonable since they paid the cap and nothing they need to care.

  Again, we shouldn't pay anything over our cap and request you refund $4,500 to us.

  
  
  Regards,
  
  ******* **
  

• Initial Complaint

  12/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A company showed up at my house saying I need to get a repair and my insurance would cover it I had just got out of the hospital after being their for weeks for a tumor on my brain and blood clots in my lungs and a recent heat attack and treating stoke. I have been on a lot of medication and told the guy it was not a good time from there I don’t remember much but I got a bill in the mail for $25000 I am 62 years old struggling to stay alive I may not even be here to pay this I would not have ever agreed to this. Roto rooter is not trying to put a Lien on my house and send me to collection and mess up my credit. I want this bill gone this is not fair.

  Business response

  01/03/2025

  We have made contact with the customer to review the charges and work on her account.  We have explained the charges and what they are relation too.  Contracts have been signed for the work completed.  I offered a discount and she was going to check on funding for payment and a discount was discussed.  We have made attempts to get back in touch with the customer with no response as of yet.  Will continue with collection efforts.  

• Initial Complaint

  12/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Merchant fraudulently filled out paperwork does not match any of my documents. Signature is not mine. Problem was never fixed claimed that the line was broken, but was not left with huge mess broke pipe.

  Business response

  12/30/2024

  On 8/10/24 the customer called in with an issue related to their sewer line. We sent a technician to fix the problem using a pressurized was jet but prior to performing this service, we had another person put a camera down their sewer line to see if there was a larger issue beyond a clog i.e. a break or root penetration. At the time we put a camera in the sewer line, we were able to determine their line was broken and needed to be replaced. The customer was given a price to replace their line but declined. Instead we unclogged the line for $1495.59 using the pressurized water jet to blow all debris out of the line to make it usable in the near future knowing that with a broken sewer line, it is likely to back up again without additional repair.

• Initial Complaint

  12/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid $750.83 on Sept 7, 2024 for a backed up drain at my condo at *** ******** ****** ******** *** I called today because it is backing up again and was told it was only a 30 day guarantee. Their website states 6 month guarantee but they state since it is a tenant its only 30 days. The website does not specify that and i feel they should honor it.

  Business response

  01/02/2025

  When customer called in service she states she is the landlord of this property. Roto Rooter was a warranty of 6months to homeowners. when it is a commercial company or landlord tenant job. We only warranty up to 30days since tenants are not going to care for the drainage system as a owner would. I have spoken to customer and offered her to go back to her own as a one time free service. Cust express she had another company out already. i offered the  customer partial  refund in the amount of $75.00. Customer accepted and will be applied back to card on file. 

  Customer response

  01/03/2025

  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,
  
  ****** **********

  I feel like i had no choice but to accept it.  As they said they were not obligated to offer anything. They are mailing a check but i would still like their website clarified and i was hoping for a 50% refund but i guess not…such poor customer service.
  

• Initial Complaint

  12/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/8/24 my tenant at my property located at *** **** ** ** *** ****** ** ***** said they had no hot water. I scheduled an appt with roto-rooter online to come check their hot water tank. I was very specific and said online as well as with a customer service representative over the phone on 12/9 to ONLY check the hot water tank for unit #4. There are 4 units on the property and no other tenant reported issues. On 12/9 the technician who came to the property spoke to me on the phone and via text. In both instances I very clearly stated to ONLY look at the hot water tank for unit number 4. The technician claimed that the hot water was now working for that unit and the tenant had said the hot water had started working again either late the night before or that morning. The technician then told me he was checking all the hot water tanks and that I needed to replace the tank for unit 2 at a cost of $3500. This is 3x the standard cost of a hot water tank purchase and install. I declined as well as reiterated he was not to be looking at other units hot water tanks. No other tenant has reported any issues. The call out and diagnostic fee is listed as $99 on their website and the customer service representative I spoke with also informed me of that price. On 12/17 I noticed a charge from Roto-Rooter for $478.58. I called them and a manager said she’d be sending me the invoice again. I never received an invoice or receipt on the date of service nor on 12/17 when I called. She refused to discuss the issue claiming she was not able to since I said I would dispute the charge with my credit card company. I also emailed their corporate office on 12/17. The corporate office said someone would call me which did not happen. I reached out to the corporate office again on 12/20 and received no response.

  Business response

  01/06/2025

  Roto Rooter has already spoken to customer and provided partial refund back. Customer was okay with it. 

  Business response

  01/06/2025

  Roto Rooter has already spoken to customer and provided partial refund back. Customer was okay with it. 

• Initial Complaint

  12/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/19/2024 plumber came to fix a leaking shower. He said it will take 20 minutes. He came unprepared and had to go to the hardware store. He bought the wrong part and had to go back to the hardware store. Then he needed a tool and went to the hardware store a third time and said he will have to charge more than the estimate. I called the main office twice during this time to express my concerns and was assured a manager would call me back. I still have not heard back from a manager. I was asked to pay $508.20 for a job that should have only taken 20 minutes and not two and a half hours. The lack of customer service and response is not acceptable.

  Business response

  01/03/2025

  She was charged for one hour labor, $455.00, and parts $53.20 total of $508.20. We have a one hour minimum charge, pricing was correct. 

• Initial Complaint

  12/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 27, 2024, I reached out to RotoRooter due to a plugged toilet. It was a Sunday, to my surprise they were able to come out which was great but that’s where the quality service ended. A technician came out and proceeded to try to snake my toilet and indicated it was a “Fancy” toilet, that need to be replaced by a plumber and he didn’t want to break it and he didn’t have the “special” tools/wrench to remove it from the wall. So, he proceeded to go to my shower and mess with the drain a bit and said he cleared it but said if there is more problems you need a plumber to pull the toilet. Well of course it was still plugged, and we were having 40 people over and needed the toilet operational. So, a few days later my father and fiancée removed the toilet. Toilet was off the wall in less than 2 minutes and clog identified and cleared in 5 more minutes. A very simple fix that any quality drain company in this business would have been able to solve in 30 minutes or less. The fancy toilet works great now. For the visit by RotoRooter they charged a whooping $767 to show up and tell me I needed a plumber. I have been trying to resolve this with RotoRooter for over a month, however, no one has returned my call despite being told they were looking into it and a manager was going to call back. The Invoice # is ***********. Thank you ******* *****

  Business response

  12/23/2024

  Spoke with customer after research on our end and customer will be refunded the full amount of $767 charged as the drain was not opened by the drain tech. Customer was satisfied at this resolution 

• Initial Complaint

  12/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today, 12/19, I woke up to find that both of my toilets wouldn’t flush. I called Roto Rooter and explained that I required someone to come in the morning because I have a funeral this afternoon. I was given a window of 8:30-10:30. Close to 10, they called and said they weren’t sure when the technician would arrive, but he would be late. I explained the whole reason I went with Roto Rooter is the aforementioned funeral and they had morning availability. They called me back a few minutes later and said someone was on his way and would arrive by 10:30. For the next two hours I waited and kept calling, being told he was on his way. Finally he arrived at 12:40. He said the pipes needed to be snaked, which costs $700, but they would discount to $500 because of the “trouble caused.” I had this type of service done once before and it was $250. They knew I was in a bind, and I think they were unfair to me on pricing. I also think it’s unacceptable to be this late past the promised window.

  Business response

  12/20/2024

  *****, 

  We appreciate you bringing your concern to us. We looked into your ticket and the work that was done. With two toilets backing up, the clog is generally in your mainline. It would appear our technician removed your toilet and rodded into your mainline to get your system working again. Our standard pricing for this is $946. The technician gave you a discount of $446 and charged $500 for the work. While I understand this price may seem high, please understand that part of that cost is for the expertise of your technician as well as the equipment they utilize. There is also a 6 month guarantee on your work. 

   

  Thank you, 

  Roto Rooter 

*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. ↩