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Business Profile

Plumber

Roto-Rooter

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

This profile includes complaints for Roto-Rooter's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 769 total complaints in the last 3 years.
    • 248 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/14/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Roto Rooster come to my house on 4/10/25 to clean out my main pipe line due to a blockage and camera inspect for any damage they quote me $7500 for dig up my front yard and replace my main line because they said it has a belly in the line i decline the service, the next day i call another plumber to verify the problem he told me that (Roto Rooster) didnt clean it properly and they have to clean it agian, after that they went down agian with the camera but there are no belly in my main line. I try to contact Roto rooster to give me an explanation but so far no one call back.

      Business Response

      Date: 04/15/2025

      Spoke to customer today and in the best interest of customer service, we are providing the customer with a full refund of $275.

      Customer Answer

      Date: 04/18/2025

      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

      Date:04/14/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On March 31, 2025, I contacted Roto-Rooter for a basic toilet repair at my home in ****** **. The technician (Sammy) was professional and completed the job in under 45 minutes. However, I was charged $445 for the service, which is highly excessive for such a minor repair. I reached out to the company via email immediately after the visit, requesting a partial refund due to the disproportionate pricing. I received no reply for over a week. Only after I publicly revised my online review did someone respond—specifically a hiring manager named Sam ********. His response did not offer any real refund. Instead, he directed me to a $75 online coupon, which is already publicly available to all customers. This was presented as a resolution, which I find deceptive and dismissive of the actual issue. At no point did the company acknowledge the excessive pricing or the delay in responding to my complaint. Their communication only came after public pressure, and what they framed as a goodwill gesture was nothing more than standard advertising.

      Business Response

      Date: 04/18/2025

      Roto-Rooter called & tried multiple times to contact **** ******* with no luck. Roto-Rooter refunded **** ********* money. 

      Customer Answer

      Date: 04/18/2025

      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

      Date:04/13/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had plumbing/Pipe work done almost 4 years ago. I had a pipe collapse at my residence. They never level the ground out. I have called several times about it. They had someone come out when the job was first initially done to look at it. But they never corrected it. I have a six year warranty on the job.

      Business Response

      Date: 04/14/2025

      I spoke with *** ********.  l advised that contractually we are required to fill the hole to a rough grade.  *** ******** told me that someone from Roto-Rooter came out shortly after the work was done and said that they would send someone pour more dirt on the hole, but that did not happen.  Based on photos we have from when the job was completed we did fill the hole to a rough grade.  I advised *** ******** that if she does have any communication that she had with the management team at that time to send it over to me along with pictures and I will look into this further.  We have a completely new management team now.

    • Initial Complaint

      Date:04/12/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Rotorooter contracted with me to repair the mainline drain for my house for 8000 without letting me know that there is a public service available that would have done the repair for almost no cost. The public service is the ***** ***** Water District and they told me they have told Rotorooter many times to refer customers to ***** ***** for the repairs, but ***** ***** said Rotorooter just tries to get away with it anyway.

      Business Response

      Date: 04/14/2025

      The customer complaint in question the customer originally received bid back in august of 2024. He then reached back out to us in dec/ early January for his bid in that time between we had changed are pricing so the job was now less expensive then are previous proposal. He then told me that he was getting more bids from other companies. *** ********* then decided to go with us for the work. several weeks after the work was completed we received a phone call stating his complaint. Roto Rooter as a company prides its self on being honest and upfront with all are customers with this complaint we have been in contact with ***** ***** sewer district and was informed that they are responsible from the sidewalk to the city main not in the customers yard where the repair was done if you have questions about there policy please feel free to contact them at ###-###-#### as all permits and inspections where completed with them. We did everything buy the sewer districts standards and rules they have in place. 

    • Initial Complaint

      Date:04/08/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      roto rooter came out to my house 3/16/25. my main drain in the basement backed up 3/15/25 so i called roto rooter to auger it out. they sent a technician and he tried to sell me a $750-$800 hydroflush and i told him no, just auger out my line. he said cost to auger was $355 and i said go ahead. he then said he was going to camera the line and not charge me. then another guy shows up (dressed nicer) and says my line is collapsed and it's going to be a $7400 fix. i said absolutely no way am i agreeing to that. the tech said he could try augering it but wouldn't guarantee anything. i told him to auger it out. he said he augered 100' and i asked where the supposed collapse was and he said about 10' past that (110'.) the salesman continued to talk to me upstairs so i couldnt go downstairs to check on the tech to make sure he was doing his job. the "salesman" told me he marked the collapse w/a flag. they wouldn't warranty their work. he told me it could back up again in a day or two or a month. i had to get it fixed b/c i was heading out of town the next day. i came home the following weekend and on 3/23, first load of laundry i did, sewer backed up again. i called ***** (the plumbing co i normally use) and they came out 3/24 and put a camera in the line for $235. (i've used them for 18 years so they are familiar w/ the line, plumbing, etc.) their tech told me he couldn't even get the camera past 40' b/c of tree roots. he said the line just needed to be auguered out. so they augered out the line on 3/25 to 90' and warrantied the work. i've since done several loads of laundy, several showers, etc and no problems. he said i don't have a collapsed line. the flag where roto rooter marked was probably 50' from the house drain so how could the collapse be 110'? there's no way roto rooter auguered the line 100' since ***** couldn't get a camera past 40'. based on the 2nd plumbing company's assessment, roto rooter never did any work and just billed me. i want my $355 refunded.

      Business Response

      Date: 04/10/2025

      Spoke to customer, agreed to refund money. 

      Customer Answer

      Date: 04/10/2025

      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

      Date:04/08/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      July 20, 2024, Roto Rooter sent a tech for a clog. Our contractor recommended that he remove the guest toilet to snake. John insisted he had to cut a hole in the wall to find the pipe to snake. He said he would not leave holes and would put up an access panel. He cut multiple holes in the wall without resolution. The next day, he returned with a master plumber. They snaked both toilets and shattered one toilet. The plumber told us the toilet replacement cost $500. The exact toilet was sold for under $200. They installed the toilet incorrectly. When the toilet shattered, it damaged our tile floor. He did not repair the multiple holes in our wall. The invoice he had written was inaccurate and did not reflect the work that was done. Immediately after he left, I filed a written complaint and made a verbal complaint. 07/22/24, a manager called and offered me a couple hundred off my bill, which would not cover the nearly $2000 worth of damage. He asked me to submit invoices and said they would turn them in so we would be paid for the damage. The invoices were submitted that week. I called and emailed several times over the next few months with no response. In October 2024, I spoke to the GM. He was unaware of the situation. After that, the manager called back and told me the invoices were never submitted. He was submitting them that day. He again stopped communicating with me. Jan 2025, I reached out to the GM again. The GM asked me to send the invoices directly to him and confirmed receipt. On January 27, the GM said this would be expedited. On 03/10 and 03/24, I emailed asking for an update and received no response. On 04/02 I asked for an update and received a response that he would find out what is going on. I have not received an update or reimbursement for the damage. Nearly $2000 of damage was done to my home in July 2024. I was told I would get a check for the damage. It is now April 2025, and I have received nothing.

      Business Response

      Date: 04/10/2025

      Spoke with the customer about the issues with the services completed on 07/21/2025.

      Working on a solution to expedite a solution for the customer. Contacting customer again on 04/11/25 for a follow up. 


      Customer Answer

      Date: 04/15/2025

      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

      Date:04/08/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      date of service was 3/28/25 had roto rooter come to snake our main drain with front yard access through an above ground pipe. with video record, the tech gave us an initial and final quote to do the job that was 653.00 plus tax. We ok'd the job to be done. An hour into the job, the tech came to us saying that he couldnt get his tool through our u pipe and that he needed to dig...the cost of digging would be an EXTRA $300. Put on the spot, and already owing the company just under $700, we had no choice but to ok the extra $300 so that our job could be finished and we werent stuck owing $700 for an unfinished job and then having to pay a new contractor. I called the company the next day to discuss my unhappiness with the extra $300...as they put us in a tight situation not being upfront with a full quote in the beginning, explaining that if the pipe was not accessible that they would have to dig, and that the cost of digging would take our quote from 700 to 1000. After many discussions and back and forth arguing, the manager agreed to refund us our $300. Exactly a week later, we contacted them because we never received it...they had no documentation of giving us a $300 refund. We emailed the manager regarding it. Within a few hours of the email, that went unanswered, we saw a $150 refund to our account. We followed up with another email saying this wasnt what was promised and that we would take measures to get our full refund back...again without answering that email, they then WITHDREW their initial $150 refund to us. I am filing this complaint to get our promised $300 refund back. The company does not respond to emails. They now wont answer our calls. They bait and switch their job estimates putting home owners in terrible spots financially. They are not honest and upfront about work and pricing. And now they are giving and taking our money back as if it is some kind of a joke.

      Business Response

      Date: 04/18/2025

      The customer has received the $300 refund over a week ago.  It was explained to the customer that the refund was done $150 and $150. 

      Customer Answer

      Date: 04/22/2025

      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

      Date:04/04/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Roto-Rooter arrived at my residence to repair a sewer line under warranty from previous work performed on the property. Upon their arrival, the company failed to notify me or my spouse of their presence and the commencement of excavation on 3/20/25. During the initial excavation, the company disregarded the removal or preservation of landscaping and allowed damage to the property. As they excavated the sewer line, they inadvertently damaged a main water line serving the home. Upon discovering the damage, I informed the workers and the company owner, but neither party took responsibility for the damage or offered a solution. Despite my persistent objections and numerous arguments over the obvious nature of the water line damage, the company has yet to rectify the issue or acknowledge its responsibility. On April 2, 2025, the company owner, Dave H*****, was present on the job site and deliberately refused to inspect the damage or acknowledge my frustration stemming from weeks of neglect and disregard for my property. In addition to the water line damage, the company has left a six-foot ditch exposed on the side of my home for nearly three weeks. The company has shown no urgency to complete the work or address the damage they caused. I am seeking a resolution from Roto-Rooter to rectify the damage they caused in a legal and proper manner. This includes backfilling the trench and completing the excavation. However, despite my repeated efforts to address the issue, the company has consistently refused to take responsibility for its actions. Furthermore, the open ditch poses a safety hazard to my family and pedestrians. Given the company’s negligence and improper handling of the job, I believe Roto-Rooter should face further consequences as I have been unable to resolve the issue through direct communication with the company’s owner.

    • Initial Complaint

      Date:04/01/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to formally file a complaint against Roto-Rooter regarding the service I received and the lack of response from their customer service team. Despite multiple calls and emails, I have been unable to get any assistance or resolution to my concerns. On February 27, 2025, I contacted Roto-Rooter due to a clogged toilet. A technician arrived promptly and assured me that a follow-up technician would come later to clean the area at no additional cost. Based on this, I expected the matter to be resolved fully without further charges. However, I was later charged $2,500 for services that were not completed. Additionally, the baseboards and trim in my bathroom and hallway were removed that was not part of the service, but I was never informed that it would be my responsibility to reattach them once the work was completed. This has left my home with unfinished work, and I am frustrated that this crucial detail was not communicated beforehand. I have reached out to Roto-Rooter multiple times via phone and email, yet no one has provided any assistance. The complete lack of response is unacceptable, especially given the financial burden and incomplete work I am left dealing with. I am requesting a full review of my case and a resolution to this matter, including the charged of the $2,500 for the incomplete service and an acknowledgment of the miscommunication that has affected my insurance situation. I appreciate the BBB's assistance in helping me address this issue with Roto-Rooter, as their failure to respond leaves me no choice but to escalate the matter further. Thank you for your time and attention to this matter. I look forward to your prompt response.

      Business Response

      Date: 04/01/2025

      spoken with customer reduced original invoice from 2457.48 to half new invoice amount 1228.74 . approved by customer over the phone

      Business Response

      Date: 04/01/2025

      spoken with customer reduced original invoice from 2457.48 to half new invoice amount 1228.74 . approved by customer over the phone

      Customer Answer

      Date: 04/04/2025

      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,

      ***** *******

      Customer Answer

      Date: 04/04/2025

      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

      Date:03/27/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In January a pipe burst in my kitchen, and I hired Roto Rooter to handle the repair and water damage services. I have the following complaints: 1. The demolition team performed work on my upstairs bathroom for reasons I don't understand. I trusted their judgement as they are professionals; however, my insurance carrier is questioning why this work was done. Roto Rooter has not communicated with them to resolve this situation. I have spoken repeatedly with representatives of the ********* office, and they have repeatedly assured me that the adjusters will receive the information they need. This has been going on for six weeks with no progress. 2. The demolition team allowed stone tiles to fall on to my tub, causing the enamel to chip it in multiple places. They made no attempt to protect the tub.

      Business Response

      Date: 03/31/2025

      The water team is handling all of this and will have everything to insurance company tomorrow. Our team will reach out regarding damage

      Customer Answer

      Date: 04/01/2025

      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,

      ***** *******

    Roto-Rooter is NOT a BBB Accredited Business.

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