Roto-Rooter Plumbing & Drain Services

My wife and I are repeat customers of Roto-Rooter, but our most recent experience has caused us to determine we will never use Roto-Rooter again.

Why... over billing and HORRIBLE customer service.

The situation - On January 5th we had a blocked sewer pipe. We called Roto-Rooter to come out - which they did quite promptly. The service tech was quite nice, but unfortunately didn't have some of the basic tools to do the job - flash light, wrench, pliers etc... that was "ok", but it did cause him to take much longer to do the job than it normally would have. As well, he opted to roto areas that I advised him did not need to be done - it was only after an hour and a 1/4 did he finally listen to my suggestions... which turned out to the be the problem area. It then took another 45 minutes to do the proper work. In total he spent 2 hours to roto a 50 foot length pipe.

Even with this we were ok as the tech was a nice guy who seemed to be doing what he could with the tools he had to do the job. It was at the time of billing we had our problems. The bill was double what it was last time we had them out for similar work - $460... to roto a 50 ft pipe. I questioned it and was told by the tech that they have their rates and that is what it worked out to be. I then asked for his office phone number so I could call on this. I did... and spoke to the rudest customer service person I have ever spoke to. She didn't listen to my questions and basically threatened that I had to pay the bill. I mentioned that the bill was quite high and was about double what it was last time. She basically told me I was wrong. I posed a few more questions and she eventually told me their billing rate - $225 for the first hour, a flat $15 truck fee and then $55 for each half our after that. I said regardless the amount seemed very high for 2 hours work. She told me that was the amount ($460) and I had to pay it.

I then hung up the phone. At that point in dawned on me that I was not being billed the proper amount based on what she said to me on the phone. The tech (who told me he was paid on a commission/bonus related basis) was trying to charge me for 3 hours work - not 2 hours... for a job that should have taken 1 hour to do. He apologized and fixed the bill (2 hours work). I was still pissed, but paid and was prepared to let the issue die. but... an hour or so later I received a call from the women I spoke to earlier. I thought maybe she was calling to apologize for the error, but no... she was calling as the tech forgot to get the expiry date on my credit card. I gave it to her and then asked if she was aware that the tech had tried to over charge me. She said she was aware and still no apology. I then asked for her to arrange for her office manager to give me a call about the situation. Well 8 days later and still no call. I also filled out the online Roto-Rooter evaluation webpage asking to be called and still nothing. So... horrible customer service and over billing. I wonder how many other folks have been taken advantage of by over billing by this company. HORRIBLE...

Big headache with these guys. Had to call twice, both times they didn't fix the issue. The first time they didn't follow their own protocol & the guy charged us almost $500. The second guy wasn't as bad but the leak still came back.

They got 190$ for 3 minuets unclogging of a toilet.
My landlord called them to unclog it .
The plumper who was a young man, has said a lie that I have used a tick toilet paper instead of a 2ply one that caused the clogging . Though I have been using 2ply toilet paper for several months . And now based on the plumper lie, the landlord is asking me to pay for the unclogging. Moreover, the technician did not take anything out from the clogged part he drilled it with a metal thing; but he has said it has been because of toilet paper.

I even showed him the package of the toilet paper and he could read from it , he was a young man and he could read as he read the name ; so he could read the type which was written 2ply , too; but I don't know why he has said such a lie.

Anyway they are asking too much for 3 minuets work using something metal to open it and they told lie, and I am told by my landlord that I have to pay based on his lie.

The worst experince I have ever had with companies doing services.
It is my first criticizing online review as I usually don't like writing criticism but I should say the truth about this one as it was so unfair towards me as a tenant with a considerably low income. It was Totally unfair .
Also, I contacted their office to talk to their manager about this ,but they said he is not available . Even in the 2nd time call which was in the morning (that they said he will be available in the morning and I can talk to him), I was not connected to him. They were supposed to tell him about this as they said. Anyway, being said to him or not , no answer or caring from them until now.

Left our sump pump unplugged after repair. Basement filled up with sewage. Won't return our calls. It's been three weeks.

Plumber was right on time and my work was completed within 45 minutes. Not being told the hourly rate when booking an appointment is not great customer service but the quality of the repair made up for this.... and the 30 day guarantee is valuable too

I found them quite over-priced for the small (and bad) job they did; $180 to get the bathtub drain unclogged. The guy worked on it maximum only 45 minutes. When I called, I explained my situation and told them a strainer had fallen into the drain after the metal cross holding it in place had broken. They said they would send someone between 10 am-12 noon. They said they would call when they send in someone. When I didn't get a call, I called in again to make sure they got my appointment right. They had apparently booked me for 12 - 2 pm, but said they'll send someone in as soon as possible. Again I explained my situation because I wanted them to understand that I wanted the drain itself to be replaced since the metal cross broke (again, I had already explained all this in my first call). THEN they told me I needed a plumber for that, which confused me because I had thought that was who they were sending in..? Anyway, they said the earliest available plumber wouldn't be until Tuesday. We couldn't wait that long so I went ahead with the unclogging appointment. They called me around 11:20 am saying they have someone coming. The guy came in (he was very professional and polite; he got straight to work and seemed very knowledgeable). He unclogged the drain with a snake pipe cleaner. He did not recover the strainer that had fallen in, and he explained to me that it had probably gone further into the pipes, in which case the pipes had to be replaced by a plumber and it would cost around $500-$600. Then he left around 12:10 pm. Overall, the strainer that fell was not removed, my drain has not been replaced, and it cost me $180 to unclog a drain for about 45 minutes (he was not upfront with the pricing). He came and just pushed the strainer further in...and would continue to cause problems. The draining was really slow, and it got worse and worse, until final two days later it clogged again. I already complained but it seems to me like they are not going to do anything about it. So overall, just to unclog a drain ($180), I paid almost 1/3 the price of having the pipes replaced ($600 as I was told). This is my first and last experience with this service.

We finally booked a session to get our sewer lines cleared, after living in this treed neighbourhood for 7 years. The RotoRooter guy showed up exactly on time, was super polite, and did a fantastic job. His estimate of the cost was bang on, and he had to do quite a lot of work. I was really impressed, and now am going to try RotoRooter for plumbing help we need. I was pleasantly surprised.

Called for an appointment on a Sunday afternoon. Booked for 8-12 Tuesday. Fellow was at the house by 8:20 am. He explained the service, costs and potential additional costs. Very polite, efficient and done by 9:15. He was careful about making a mess, cleaned up after. Very impressed and would recommend.

Roto rooter showed up to assist with our sluggish drain issue during the window the said they would. The technician was friendly and knowledgeable. I would recommend them to a friend