Roto-Rooter Plumbing & Water Cleanup

Juan D.

I called Roto-Rooter on 1/26/19, slightly after 5pm CST, regarding a leak underneath of my kitchen sink. My call was taken promptly, and a service ticket issued for a time frame of 5:15pm-9:15pm. I specifically requested that they TEXT my number when on their way, and gave an alternate number as well. I was assured that my problem would be handled last night. I hung up feeling good, but it was all down hill from there. At approximately 8:50pm, I became aware that a tech had called the alternate number given at 6:12pm. He left a message asking for a call back. I immediately called dispatch, wanting to know what the problem was, and why the tech had called the alternate number instead of the one I specifically instructed them to text. Upon being connected with the person that was in charge of dispatching him, I was told that the tech assigned to my house had gone to the wrong house. Mind you, this supposedly happened 3 hrs ago at that point...again...NO communication since 6:12 pm. The dispatcher apologized profusely, as I expressed my displeasure with the situation. """"You can't fix stupid"""" was his exact quote. """"I will call my supervisor about this, and handle this personally. Give me 15-20 minutes, and I will call you back myself. I won't do anything else until I handle this."""" A full hour later, I had heard NOTHING!! I called back, and expressed my displeasure with how things were going. I was put on hold, waiting to be connected to the dispatcher that was supposedly taking care of my situation. A woman answered and informed me that the dispatcher was on another call, and he would have to call me back. I told her that if I had not heard back from him within 15-20 minutes, I was done. I gave him an ADDITIONAL hour. Finally, at 11pm, I called and cancelled my service request. I picked this company in a pinch because of the high reviews online. If this is how your business is conducted, I wonder how many of those """"good reviews"""" are accurate. You will never have to worry about my business or any other person that I can tell about this HORRIBLE experience and POOR customer service!!

John S.

This company sucks big time. they are a bunch of LIARS with horrible customer service. They will have you waiting around for hours expecting service and then never show up and wont even have the decency to give you a call with an update...... Try not to use them if you don't have to they will leave you hanging and not care one bit!! Was told 2 hours until a tech arrived and now 3.5 hours later no tech and guess what customer service reps here cant give me an update, cant tell me where their tech is or how much longer i will need to wait. they say they are going to call you back with updates and NEVER call back! very unprofessional. i guess the sewage coming up my floor drains and toilet backing up all over the place was not important enough for them. Use at your own risk

Wes M.

Jason does an outstanding job of professionalism, customer service and skill in his craft. He was able to install my bathroom faucet efficiently and timely. He was a great communicator and showed up exactly when he indicated. I would recommend him for any plumbing job. Roto Rooter, you should be extremely proud of his workmanship. He makes your organization look really good.

Terry C.

(Montgomery location of this business) Called at about 4:00pm, issue was resolved by 4:48pm. Wow! Not only did they get there and fix the problem expeditiously, but the cost was very reasonable, actually about 15% less than the estimate. Thanks.

Josh P.

Although I did not make another appointment, on 1/3/2016 I received a call and voicemail at 9am stating that they were running behind again and I would be contacted as soon as a technician became available. At 11am I received another phone call and voicemail stating that a technician could come out at my earliest convenience. I returned this phone call at 11:30am and again was told that since I was not able to answer their 11am phone call no one would be available to come out. When I asked the operator about what kind of discount I would be offered, I again was only offered a measly 10% discount for wasting my time. I told the operator not to contact me again unless a 20% discount would be offered. At 3pm I received another call stating that a technician would be sent out as soon as possible. When I asked this operator about the 20% discount she told me all she was authorized to offer was 10%. At this point I told the operator I would have to contact another company to come out. At 5:30pm I received another call and voicemail stating that some one would be sent out as soon as possible. At 6pm I received a call that Michael the technician was on his way and would arrive at my home in 45 minutes. At 6:45pm Michael arrived at my home and was the first person from Roto-Rooter I was able to have a professional conversation with, he was extraordinarily polite and worked quickly to resolve our issues. Finally, on 1/4/2016 I received two phone calls and voicemails from Pat Swanson apologizing for my experience and informing me that a 20% discount would be afforded to me. While I appreciate the exemplary service I received from both Michael and Pat, it is inexcusable for a company as large and as old a Roto Rooter to have such poor operator service.

Garrett K.

I paid $150 for the technician to show up and only look at my appliances. Never connected my drier. The customer service keep taking me in circles. I feel taken advantage of. NOT COOL!

Cecilia H.

I am sure that in many cases Roto-Rooter is a great company to call. They are available 24 hours, and you know for the most part what you are getting. That is why we called them when our plumbing backed up on a Sunday. We paid for the first guy that came to auger the line, and he came back with news that our main pipe had collapsed, that we needed a whole new mainline, and that he'd be sending a guy out in the morning with a camera to survey the damage and give us an estimate. We were upset (of course), stressed, and spent the night with no running water. Not fun. The next morning, the guy with the camera arrives, and somehow magically breaks through a clog with his CAMERA. Gurgle, gurlge, all the water drains and everything is working again. He was obviously surprised at this, but still showed us some small roots coming through at the joints, said we still needed to replace the main line immediately, and gave us a (very pricey) estimate for them to replace about 3/4ths of our line. Luckily, it was a Monday and we got a call back from our regular plumbing company. They came out, augered the line both from the house and from the street, and showed us the camera views of the pipes. He told us that yes, our pipes were old, and would need to be replaced in the next 5 or 6 years, but should last us if we use root kill regularly and continue taking care of the system. He also mentioned that the problems we had were at the end of our pipes nearest to the street. This is the area that would not have been replaced according to Roto-Rooter. The proposed solution from Roto-Rooter would have cost us thousands and still would not have fixed the biggest problem area. My biggest complaint was that we paid the first guy to come out and simply clear the clog, and instead we got unneeded headaches, stress, and a still clogged line. The clog was obviously one that could be easily cleared since the second guy did it with his camera scope. I am also annoyed that we were told, even after it was established that we did not have a collapsed pipe, that we needed to immediately replace the line (starting that day). We have no cracks, no holes, no weak spots in our plumbing. I saw the whole thing through our plumber's camera. They were trying to get us to spend money that wouldn't have completely fixed the problem anyway. And to do it quick. I am sure that with Roto-Rooter it depends on the plumber sent to your home, but we were very dissapointed.

Jeremy S.

Technician came out to my house and said pulled my toilet and said all I needed was a wax ring. He spent over an hour and a half trying to unclog my toilet and couldn't which is fine because he said that he was going to get the camera man out here to see where the clog is from. Ok that's fine. An hour later the technician comes back to me and says the camera guy will be another hour so he's going to go to another job and come back. Leaves my toilet off. It's ok cause he's coming back. Camera guy gets there and says we have 2 options to get a new cleaning pipe which is 2200 dollars or we can get a better out here for 895. He will set everything up for Monday. Ok I guess that's fine if we have no other option. He leaves without putting my toilet back together and now my toilet leaks because my husband had to do it himself and doesn't know exactly what he's doing and on top of that the cameraman never even set it up. VERY HORRIBLE SERVICE!

Christina Z.

I called Roto Rooter when my bathroom shower and tub backed up. The ad states that they have 24 hour emergency service. After waiting 14 hours the tech finally arrived. He was polite and very professional and was able to get the clog removed for a charge of 268.00. I questioned the amount and was told that this is their regular charge for snaking out a pipe. It was a terrible experience starting with the incompetence of the call centers to the absurd answers I received from their higher ups when I followed up on the website to voice a complaint. I was informed that the 24 hour service means that they get to you within 24 hours. I will not be using this company again.

Cathy M.

Quick arrival. Great service. Seemed a little pricey but I don't have any recent service elsewhere to compare their pricing against.