ComplaintsforRoto Rooter Sewer & Drain Service

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I called Roto-Rooter on 9/1/23 because my toilet was leaking water on the floor after it was flushed. The company operator said she would send someone. And a couple hours later a gentleman arrived and turned off the water to the toilet and lifted the toilet away from thr floor. Then he noted that the piece which bolts the toilet to the floor was broken. He said he was not licensed to repair that. He was going to request that his company send a plumber. That would be sometime next week. Then he asked for $181.90 for his service. There was no trip fee charged. And nothing that he did would be credited towards the payment that ******************* would also charge from the company next week. (************ would have a $140 trip fee plus service charge.)My problem with this is that I was under the impression Roto rooter was sending a plumber to fix my toilet. They sent the wrong person. So now I am supposed to pay $181 extra dollars for their mistake. Also, I have never encountered a plumbing company, which does not credit the first amount of work towards the second round if it has to be broken into stages.I called two other plumbing companies after this and told Roto Rooter not to send another plumber to complete the work next week. *************************************** said they would send someone out to give an estimate, and then if we want to proceed with the work, the trip charge will be credited towards the amount to immediately fix it. So ****** described one presumably, reasonable amount in a timely manner (they said probably this evening), instead of two questionably inflated bills spread out over about a week with a unusable bathroom they are holding hostage inbetween. I feel like Roto Rooter exhorted $181.90 and wasted my time until the other plumbers are about to close for the day.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On June 27th we called roto rooter due to our drains backing up. The tech arrived, resolved the issue, and had to pull the toilet in the process. Tech replaced the toilet and put a new wax ring down. Tech did not mention anything about the floor or any other issues at that time .Over the course of the next week we noticed that everytime we flushed the toilet it would leak in our basement. I called roto rooter back on July 7th and advised that that it was leaking, and it has never done that before the tech was here last week. The new tech came out and said that there is a gap in the floor and that was the issue. I explained we've lived here over 5 years and never had a problem with that, also changed the toilet out ourselves and did not have any leaking. If it had been a previous problem then the floor would be damaged with water or mold and it is not. The tech insisted on payment and that if I had a problem with the previous techs work to take it up with the office about that. I called the office and requested to speak to the manager, I was told he wasn't working today. I advised the tech that I wanted to speak to the manager before paying and he called *****, the manager/owner. ***** proceeded to yell and cuss and refuse to speak to me. The tech at one point while on the phone with the office referred to court and liens being put against our house for refusing to pay. The whole interaction was unprofessional, rude, and confrontational to the point of bullying. I finally decided to ******** to get the tech to leave and chose to take my issue here. I am truly concerned with the lack of accountability, professionalism, and customer **********************. If this had been a different issue or something we were doing, I would be happy to pay, however it is directly from their tech not putting things back the way they were, so we have a double charge now.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  What started off with a clogged kitchen sink and a $116 bill has now turned into a water damage and thousands of dollars in repairs to the pipes, drywall and carpet. Our kitchen sink was clogged and during that process they lost 30+ feet of line. They almost had to cut into our walls. After hours of trying to get out the line, they finally were able to. At the end of the day they were able to clear the line (yay!) but unbeknownst to us, a hole was also created. How do we know that the hole was created by them? Well we have a recording of the tech admitting that their tool created the hole. Why aren't they responsible for the repairs? Well according to them, because they didn't install the pipes, they don't know the integrity of the *** pipe. (Home built in 2009). But they advised that they would make a few phone calls and call back. No call has ever been returned.Apparently there is a consent and release on the invoice but it's hidden ONLY on their copy so you don't even know you're signing that consent. The signed invoice didn't have the consent and release. The copy that they keep (2nd page) has the consent and release. You just don't it.Well it's been about three weeks and no one has called back. I've tried to call them multiple times but I'm pretty sure they've blocked my number because I get a busy signal every time but when I use other people's phones it goes right through. I spoke to ***** (who was short with me and quite rude) and asked to speak to ****, the person who was "helping" me and was advised that a message would be given to him. I asked, do you need my name and she said we know who you are. Its about the scratch on the tile. Nope!We have photos of the hole and it shows the shredding within that hole. We also have an admission that their tool created the hole but no one wants to take full responsibility for the damage.At the end of the day we're left with 5-6 feet of bare wall with just studs, a broken pipe, thousand dollars of repairs.

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hired and invoiced on 10/25/2022 the BBB rated Roto-Rooter ****** to come out to my rural home to see about insulating a pipe. The plumber came out and was in the bathroom on the lower level and cut the wrong pipes to cap off. I called his manager and verified that I wouldnt be charged for parts labor/time it took to fix any mistakes he caused or and flooring or water damage that maybe caused due to his contractors error. *** the manager asked for my address said he made note and did say that I wouldnt be charged for any mistakes caused by his contractor and all would be fixed I didnt have to worry. The plumber fixed the pipe under the sink and I mentioned that I no longer feel comfortable about him maybe taking guesses. The plumber took a look up stairs and said he couldnt insulted that pipe cause it had electrical tape around it. The plumber apologized that he couldnt help and left. I called into the office to get an estimate for my bill and they said to call back Monday. I have received my bill in the mail and the invoice reads labor @ $170HR/ total 4.5 hours $765.00. Materials ****, discount 1.5 hours labor @$170 total bill $545.70 plumber ******************* # ***. I called the manager *** to discuss the bill and he said all is accurate that I am charge from the moment the van leaves until it returns regardless if they send out a plumber to cause damage/ repair his damage then bill me for it. I am happy to pay for 1 hr of labor since he did step foot inside the home. It would help if this can be looked into and for your company to come to resolution that helps everyone in the future that refers to your BBB ratings to find Good, Honest workmanship. Thank you. I need help with Billing adjustments from Roto-Rooter ****** ******************* was manager taking notes on the mistake by hired contractor *******************. I would also double check **** whites license to verify its current.

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Before my service tech even came out the dispatch gal already disappointed me. I explained my issue with plumbing (clogged) I asked how much it would cost, she stated it would be $130 for an hour I asked what if it goes longer then an hour? She stated "oh it will only take 20min or so for a cleaning" ..... $192.60 later. Which I understand can't guarantee pricing but I clearly asked how much if after an hour, anyway! Let's discuss my service tech ***** He was a nice guy, nothing wrong there! But while I was at work my husband was home with him, I have texts from my husband of when he showed up, left etc and we noticed our time stamp for how long he was here.... was not accurate. he stayed in his van for about 10-15min before coming in, and my husband noticed he tried to "take a little longer of our time chatting etc" which I'm not sure if just nice outgoing guy or what, but our plumbing still isn't working... that's when I noticed the time stamp You're probably wondering, well didn't she call the service and try to get them back out? Yes! Yes I did. They told me they don't guarantee there work uh what? having us pay almost $200.... for something not fixed when he left and then on the phone told us we would have to pay time and a half? 15min for $50? I talked to two corporate people of roto rooter and they told me this is an independently owned business. They forwarded my email and I havent gotten any response back in the issue My husband is an HVAC tech, at his job if something isn't fixed they tried to make it work. ***** (service tech) He came in, stalled time to make a certain amount. Took $200 and then told us the problem is fixed, it was not. Looking at reviews on ****** Ive seen MULTIPLE similar experiences getting ripped off by this company

*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. ↩