Roto-Rooter Plumbing & Water Cleanup

Justin C.

UPDATE: The general manager called an hour later to apologize profusely for the previous call. This manager listened and understood my concern. I was refunded the first charge, as the guarantee was not met. I appreciated his help with the situation. I am happy at the final outcome, but the journey was a bit much. I hope they learn from the situation, because customers of a nationally recognized brand shouldn't have to turn to internet reviews to be treated fairly.

EDIT: The manager of this location just called me to waste 15 minutes of my time. He informed me that this is the correct price by their ""matrix"" and that their guarantee is only based on if water is moving in the line. He multiple times said things like ""Do you just want people to work for free?"" to me and quite frankly, I don't understand what he was trying to do beyond rub it in my face and insult me. So, keep in mind that if you speak up about Roto Rooter in Pittsburgh, you will likely be called and insulted.

I called Roto Rooter when I had my bathroom drain back up on a Friday evening. Saturday morning, a tech came out and informed me the only way to get to the drain was removing my toilet, so I'd have to pay for a toilet resetting. That cost about $500 total. The tech told me there weren't any video scope guys left to check to make sure all was well, so I had to schedule it out.

Monday morning, the clog came back, but now water was draining from where the toilet was reset! Another tech and a video guy came. The toilet had to be removed and wax ring replaced again. But this time during the snaking, the tech almost immediately hit tree roots in my line and the video scope guy confirmed it. This is when it got weird.

The video scope tech immediately told me it would be close to $3000. He kept telling me I'd have to go with them or he couldn't locate it, but if he located it and we didn't, we'd be out $300. I felt very pressured into the upsell and I was stuck without much of a choice. I followed the tech with the locator and we found it outside. However, he kept insisting it was inside and he'd have to dig into the foundation. I pointed out that his $300 locator machine didn't find anything indoors... but then he still came back with a $2300 estimate and said they may have to go indoors.

I mentioned that I had spent $500 on a guaranteed clog removal and asked if I could get credited - as the clog was not removed and the tech did not complete their job by having a video screen available that day. I was told I already got a deal on this and that - despite there being next to no itemization on the contract. I needed this fixed and I was already sunk.

The next day, another tech came. This worker was great. He did the job, showed me the mistake that caused it, and the entire time said he was positive there was nothing indoors from the video footage he saw. He was right. The pipe was fixed, but my contract still was not itemized.

So, the final tech was great, but the rest made me feel like I was getting scammed. I definitely overpaid and the fact that they are clearly not backing their guarantee for clearing clogs is very disappointing. What's especially odd is that the first tech didn't hit any roots whatsoever when he was snaking. I watched and nothing came up. It just seems odd that a line-blocking amount of tree roots would appear in two days...

Buyer definitely beware on Roto-Rooter in Pittsburgh. They'll not stand by their guarantees, then hit you with an overpriced repair and without an itemized receipt. If you need em in a pinch, that's where they'll hit you the hardest.

Lynne G.

All in all I was happy with the sump pump and drain work completed in my Mom's basement. Although, there was some basement shower work that was to have been completed with concrete, but was overlooked. And, Brian was to have come back to address an outside vent numerous times, but just gave me the runaround. I wasn't at the home when work was completed and asked Brian to go over the mechanics of the sump pump when he came back for vent work; never called me back. I was happy with the completed work, but unhappy with the follow up work. I would probably go elsewhere next time.

Diane L.

This water heater is under warranty for tank and parts, Once the technician arrives Please have them call 800-432-8373. If the unit is non repairable with parts the tank can be returned to the local Home Depot for a warranty replacement.


Thank you,

Laura Thompson

Mr Water Heater replaced the tank before I received your email, they also took the tank with them. I called the #s in this email and the person I talked to said the company needs the tank back. That's fine and all, they still have the tank. If I get the tank and take it back to Home Depot will I get reimburse for the tank I bought from Mr Water or a partial one? If not Im out almost 2 grand, $1200 for the first tank that Roto Rooter put in. Plus I found out on 6/26/2019 when they put it in on 5/2016 the labor warranty expired the month before 4/2016, so how good was the tank they gave me to begin with!? then $680 for the second tank Mr Water put in on 6/2019 even tho the first tank was under warranty but at that time I did not know this. Also according to the Rooter tech I talked to he informed me that my Rheem warranty was for parts only, not a tank, then quoted another $1200 to replace that tank. It was Mr Water that looked up the warranty for me and told me about the out of date labor warranty, so what I want to know did he know the tank itself was still under warranty? Does any of these business's know what they are doing? Or maybe they just like taking advantage of people. The person I talked to from Rheem said that he understood why I was upset, because the process Rheem has set up for warranties and returns is not clear, he also said there is no direction on the tanks on how to proceed when something happens to a tank, just a phone number. I am a single mother of 3 working part time trying to stay above water.

Derek P.

Just had my french drain re-done internally. The contractors stated after the work was done that they hit my sewer line coming from my house into the main line, and patched it up.

Approximately a week after this work was completed I had an issue whenever I flushed the toilet or ran the shower my sewer line would back up and almost reach the basement. I called Roto-Rooter Friday night at 6:30pm about this issue. They sent someone out within 30 minutes of me calling and explaining the issue.

The technician was courteous from the start, assessed the issue, explaining what he was going to do to diagnose the problem and how he was going to check on it.

He proceeded to snake the line and come across the problem. The contractor used a Schedule 40 pvc pipe attached to the existing terracotta piping. The terracotta piping was 1"" lower than the ""fixed"" pvc pipe. The technician was able to record a video of the issue for me to bring to the contractor and charged a reasonable price. Will be using these guys for all future issues.

Mary Ann H.

dom was the plumber that was sent to my home. he was very neat and clean and got the job done quickly. he explained everything that he had to do and told me the price before he continued on with the work. as it turned out one of my dogs dropped a tennis ball down the commode. thank you dom

Nancy I.

Roto-Rooter came to my house because my toilet keeps running. It works fine and there aren't any water issues except for the fact that it will just start running. This happens constantly, for weeks now. Roto-Rooter came out, looked at it, and said they couldn't find anything wrong. They left without charging me. What the BLEEP kind of plumber is that. My toilet is still running, so I'm on the hunt for another plumber.

Kate M.

I called Roto-Rooter when a clog that I was hoping to fix myself tipped into the ""I'm not touching this anymore / I need help right now"" category.. within 20 minutes or so Lee arrived. We had a main line sewer clog, which was creating major pressure in our pipes and which prevented us from using our water (shower, kitchen sink, etc all came up through the toilet).
Lee explained everything to us, fixed the clog on the spot and gave us preventative tips for the future.

We've only been in this house for about 4 weeks, so this was our first emergency. Lee made it as positive of an experience as an expensive emergency can be and we feel better prepared and educated for the future

Tina F.

BIG MISTAKE....DANGEROUS, Unprofessional and not responsible tech/manager
I am only giving one star for the fact that I do have hot water now, but if I were to rate the service, 0 stars.
I do not recommend this particular company. I needed a new hot water tank because mine started to leak from the top.
Even though I did read bad reviews, I decided to give them a chance because I needed service ASAP. BIG MISTAKE.
First, I called their emergency line and I spoke to a lady and described my problem and told her exactly what I
was needing and was expecting.She asked if I was the homeowner and what was the model of my heater. I said Yes I am
the homeowner and I needed a 40Gal 40,000BTU standard water heater. Clear as day she said that is not a problem and
when they have someone, they will get them out same day and notify me. So about 4 hours later I receive a call saying
he would be at my house in 30 min and hour later he shows up and The tech didn't bother to ask if the person here was
homeowner or not, and had him sign a contract after giving a quote. I am homeowner and I did not agree with the quote
when I heard it. Problem 1!
Second, the tech had absolutely minimal to no communication with me or anyone else at all during the install. He
left for approx. 1 hour twice on the job and didn't say anything. He also neglected to notify me that due to it being
a weekend, that the unit I was expecting to have installed wasn't available and so I was receiving a lesser unit.
I didn't find out about this until after the tech left and I went to inspect his work.Before he left, he had us review
the area but kept drawing our attention away from the details on the heater. I asked him what the part charges were and
why so expensive and I couldn't get a straight answer.
Third, unprofessional. The whole time he was in my house, everyone, including my kids, saw he had his pants too low
showing his crack and his appearance and odor was unprofessional. He tore up my front yard where I had just fixed it this
past summer and my gravel driveway now has large holes in it from his van. I had moved my car prior so he could have an
easy and convenient time during install and somehow he manages to park half in my yard and half in my driveway. He did
not bother to notify me that he damaged my property. He left garbage in my basement and in my driveway as well.
Fourth, management is a joke. I called their hotline again to bring up these issues, and they said they would get in
contact with the manager. I received a call from the manager and he seemed to respond to these complaints as like it
didn't matter. I was relaying how upset I was that I just spent $1400 for service and was left with a lesser heater,
questions about what was bought, and damages to my property. I asked for an itemized receipt so I can see what was bought
and he refused! I asked why the tech didn't bother to inform me of the lesser unit and he replied with that he didn't
have to! And the damages done to my property, he said he would send his guys out to fix with top soil and seed and
1 bag gravel... No! Top soil and seed will do absolutely nothing now because its fall and cold, and the gravel will need
more than 1 bag to repair. So I asked for a refund so I can pay for someone to come fix it and he only offers $100...
really?! The labor alone will cost that... horrible, horrible...
Fifth, DANGEROUS!!!!!! SO after the unsatisfying call with the manager, an hour later I go in the basement to
start some laundry... and I notice the smell of GAS... It was coming strongly from the water heater... So i tried
calling the manager back multiple times with no answer, so i had to call the Gas company. They came within 20 minutes
with their gas meter and tested the pipe where the tech replaced it and a harmful amount of gas was coming from it!.Not
to mention it is located next to my furnace and could have blown up my family. Once I actually got in contact with
the manager again, he said it HAPPENS ALL THE TIME!!! WHAT?!! DO NOT CHOOSE THEM!!!!!!

Joanne B.

Do not call Roto Rooter. Worst customer service ever! Texted me at 4:15 to say they were on their way. at 5:45 I started calling. I got put on hold so long by the first woman, I hung up. I called back and got another person, who put me on hold and somehow I got hooked up with the actual technician who told me nothing and put me on hold again. I got hooked up with yet another person who told us that the tire on the truck blew out, but we were still within our time window 2:30 to 6:30. By that time it was 6 p.m. We told the fourth person we talked to that if it was true (I DO NOT believe it) about the tire, we definitely should have been contacted. We canceled immediately and will NEVER go back. We will tell everyone we know not to use Roto-Rooter. What has happened to ethical and honest companies who treat their customers with respect? This has happened so many times to us in the past five years, I can't count. If you're reading this and you actually have a company that puts their customers first and has employees who are prompt and professional and take pride in their work, I'd like to hear from you. I can't seem to find any!!!!!

Paul S.

Our sewer line backed up after hours. We called Roto-Rooter and they had someone there within hours. Matt was great and was able to clean our line out. He was so professional, kind and knowledgeable. Price was very reasonable and we are very thankful to have a clear sewer line again! We wouldn't hesitate to call Roto-Rooter again! Thank you Matt and Roto-Rooter!!!