** ***,
This letter is to notify you that I did speak with *** *** who is the daughter on 5-1-She felt that the technician took advantage of her and her mother because of their ages and that she was overchargedI did explain to her that we do not
discriminate against any customer because of age and charges set forward in the invoice are standard book pricingWe do offer a senior discount in which she did receiveThe technician conducted a pre-inspection of the problem and he recommended jet work service to be more effective in cleaning the line rather than try to cable the lineHe never said he could not cable the line, but during the pre-inspection of the line, the jet service was a better solution for the work that needed to be doneThe company has a policy that no work ls to begin or be conducted until the customer sighs the work order authorization, which *** *** did so and agreed to the terms and conditions of paymentAlso a jet operations waiver was signed by *** *** explaining the conditions of the waiverThe technician arrived with the Jet and tried to access the problem from an
exterior clean out In the front yard but with no success in opening the line, the clog problem seemed to be under the house somewhere and needed to be
accessed from inside the houseThe technician explained to everyone in the house that he would have to remove the clean out plug and that the line is under pressure and full of sewage and will back up into the basement area and resulting in a messThe technician jetted the line and got it open, in the process he removed a lot of grease, sludge and wipes from the lineThe jet process does cause water to back out of line but most of sewage came from the line when the clean out plug was removed in order to gain access to clean the line A standard video inspection of line was conducted to determine the cause of the problem and to verify the condition of the lineThe inspection showed there is a problem with drainage back fall with the line as it exits the house which was addressed to everyoneThe technician provided an estimate to make a repair to the line inside house which is old cast iron pipe and also outside which is pvc pipe, previously replaced by others some time agoThe technician referred/recommended *** *** *** in the Richmond area to provide a cleanup serviceFrom my understanding they arrived the same day and were working with the homeownerWe did not hire *** or engage in any contract with them only gave a referral requestI do sympathize with the homeowner and any inconvenience because of sewage back up, but I do not see where she merits any refund because the insurance company will not pay for it, Our company staff strives to provide the best services to our customers and I believe the technician followed all company procedures
If you have any questions please feel free to call meI can be reached @ my office
Respectfully Submitted,
*** ***
Manager/ Operations
On 7/22/16 one of our technicians serviced Mr. [redacted] home for the customer compliant of "when washing the dishes the big sink for the kitchen backs up and gurgles at times" .I have forwarded the invoice by our technician at completion of the work on 7/22/16 with Mr. [redacted] signature that work was...
completed and everything was working properly at the time the technician left the property. The next day Saturday(7/23/16) morning I (the Operations Manager- Joe E[redacted]) received a call from dispatch stating Mr.[redacted] called around 10am stating that when he fills both of his sinks (two compartment kitchen sink) up at the same time they will not drain. I gave Mr.[redacted] a call in regards to this matter. He told me everything else in the home was draining properly. I let him know that unfortunately the quickest we could get a technician out to his home was 1st thing Monday morning by 9am. Mr. [redacted] responds was that is not good enough and he was canceling his check and hung the phone up. First thing Monday 7/25/16 morning I called Mr. [redacted] as a follow up around 8am to see if he still had an issue with the sink to try to get our tech out to evaluated the problem. He stated he did want us to come and he was having he son in law come and look at the problem. Mr. [redacted] never gave us ample time to responds to his issue (industry standard is 72hrs). And that is not to say that the problem he had was related because everything was working after the tech left verified by Mr. [redacted] signature.
Roto-Rooter received a phone call from the [redacted] on Sunday 5/8/2016. Being that our suppliers are not open on Sundays they then set up an appointment for service on Monday 5/9/2016. We reached out to Mr. [redacted] on 5/9/2016 around 8am and did not get an answer....
The phone stated "Your call cannot be completed, please check the number and try again". We did 2 other times and still got the same response. Then Mr. [redacted] called on Monday 5/9/16 at 11:45am to check the status of his appointment and was informed that we were running behind but we still had him scheduled for the appointment for that day. He was a little upset but was reassured that we could still come out. Then later in the day, we reached back out to Mr. [redacted] and informed him that since our techs were running extremely late at that point but we were still coming. He then asked questions about the history of us coming out. He was then provided with the info which included the type of pump as well as the horse power of it (as it states in the documents attached) and ALL of the details, from Amanda. He then asked us if we wanted him to come after us for lost wages and for his time, being that he was waiting on us. We then informed him, that he called us for service so it would be based on our appointment and availability and that we are still able to come. The person that was answering the phones after hours at that time did not have access to our appointment availability but again the customer was reassured that we will still be able to come out to him today. After the tech arrived out there, it was determined that the pump was in need of replacement again. The techs then provided the estimate to replace the pump on 5/10/2016. After the techs initial visit to the home, customer called wanting to speak to the manager. The Operations Manager was out in the field and so the customer was informed that they would receive a call by the end of the day or worse case, tomorrow by 11am when he was back in. Mrs. [redacted] then called 5/10/16 at about 10:05am and stated that she never received a call. She also stated that she did not want us to do anything else and that she has someone else there doing the work. We replied with "alright, have a good day". On service that Roto-Rooter provided 9/7/2013 it was determined that the pump needed to be replaced. An estimate was given to the customer, they accepted and the tech at that time went back out on 9/8/2013 to replace the pump. Roto-Rooter provided a 1 year warranty on the parts as well as the labor. So if anything went wrong with what we did or installed within 1 years time we would return at no cost to the customer, fix and repair the problem.
During the 9/2013 service and 5/2016, the customer did not call back for any type of service or issues with what we did. The lifespan of the pump is based on the usage and everything that surrounds it. One example, if the weather is bad and there is a drainage issue at the home, the pump is going to work extra hard, so then there is a chance that the pump could wear out sooner rather than later. But there are a lot more reasons as to why a sewage pump could go bad and if you have an hour or more, we can go into scenarios.
Please see all of the attached documents for partial reference. Should you have any further questions, I will personally be back in the office on July 6, 2016 10a to 4pm to answer or please allow me an additional week (excluding weekend days) to respond.
Thank you for your time and efforts to help,
Amanda F[redacted]
Richmond, VA Roto-Rooter
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[redacted] Please read the letter from [redacted] [redacted]. I think the letter says exactly what I have been saying all along. Roto-Rooter took advantage of me because of my age and vulnerability, and if you look up Roto-Rooter on the internet, you will read complaint after complaint of similar overcharging and deceit. I agreed to have my 65-year-old daughter sign a consent for the power jet to be used, because we were told nothing else would work. The tech from Roto-Rooter didn't even try the recommended method. I still want the matter resolved by reducing the initial charges of $633.60, canceling the clean up charge of $800 (totally unnecessary), replacing the wooden platform built under the washer and dryer and cleaning the black waste stains from the $3000 wooden ramp in the front of the house. [redacted]. sent out a man on May 14 to check the latter 2 problems and I hope they will resolve that matter. But right now I have no idea if they will step up.
Regards,
[redacted]
[redacted]
sans-serif;">
Good Afternoon! After receiving information in the mail on 9/1/2014 and after review of complaint #[redacted], I would like to inform you that there has been an apology given to M[redacted] regarding service she received 8/25/14 as well as a refund. The disputed amount was $409.00, however she was fully refunded the total cost of service $454.25. We apologized several times and she was please about the outcome. Should you have any more questions, please feel free to contact me via email or by phone [redacted] Thank you!
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]
** ***,
This letter is to notify you that I did speak with *** *** who is the daughter on 5-1-She felt that the technician took advantage of her and her mother because of their ages and that she was overchargedI did explain to her that we do not
discriminate against any customer because of age and charges set forward in the invoice are standard book pricingWe do offer a senior discount in which she did receiveThe technician conducted a pre-inspection of the problem and he recommended jet work service to be more effective in cleaning the line rather than try to cable the lineHe never said he could not cable the line, but during the pre-inspection of the line, the jet service was a better solution for the work that needed to be doneThe company has a policy that no work ls to begin or be conducted until the customer sighs the work order authorization, which *** *** did so and agreed to the terms and conditions of paymentAlso a jet operations waiver was signed by *** *** explaining the conditions of the waiverThe technician arrived with the Jet and tried to access the problem from an
exterior clean out In the front yard but with no success in opening the line, the clog problem seemed to be under the house somewhere and needed to be
accessed from inside the houseThe technician explained to everyone in the house that he would have to remove the clean out plug and that the line is under pressure and full of sewage and will back up into the basement area and resulting in a messThe technician jetted the line and got it open, in the process he removed a lot of grease, sludge and wipes from the lineThe jet process does cause water to back out of line but most of sewage came from the line when the clean out plug was removed in order to gain access to clean the line A standard video inspection of line was conducted to determine the cause of the problem and to verify the condition of the lineThe inspection showed there is a problem with drainage back fall with the line as it exits the house which was addressed to everyoneThe technician provided an estimate to make a repair to the line inside house which is old cast iron pipe and also outside which is pvc pipe, previously replaced by others some time agoThe technician referred/recommended *** *** *** in the Richmond area to provide a cleanup serviceFrom my understanding they arrived the same day and were working with the homeownerWe did not hire *** or engage in any contract with them only gave a referral requestI do sympathize with the homeowner and any inconvenience because of sewage back up, but I do not see where she merits any refund because the insurance company will not pay for it, Our company staff strives to provide the best services to our customers and I believe the technician followed all company procedures
If you have any questions please feel free to call meI can be reached @ my office
Respectfully Submitted,
*** ***
Manager/ Operations
On 7/22/16 one of our technicians serviced Mr. [redacted] home for the customer compliant of "when washing the dishes the big sink for the kitchen backs up and gurgles at times" .I have forwarded the invoice by our technician at completion of the work on 7/22/16 with Mr. [redacted] signature that work was...
completed and everything was working properly at the time the technician left the property. The next day Saturday(7/23/16) morning I (the Operations Manager- Joe E[redacted]) received a call from dispatch stating Mr.[redacted] called around 10am stating that when he fills both of his sinks (two compartment kitchen sink) up at the same time they will not drain. I gave Mr.[redacted] a call in regards to this matter. He told me everything else in the home was draining properly. I let him know that unfortunately the quickest we could get a technician out to his home was 1st thing Monday morning by 9am. Mr. [redacted] responds was that is not good enough and he was canceling his check and hung the phone up. First thing Monday 7/25/16 morning I called Mr. [redacted] as a follow up around 8am to see if he still had an issue with the sink to try to get our tech out to evaluated the problem. He stated he did want us to come and he was having he son in law come and look at the problem. Mr. [redacted] never gave us ample time to responds to his issue (industry standard is 72hrs). And that is not to say that the problem he had was related because everything was working after the tech left verified by Mr. [redacted] signature.
Roto-Rooter received a phone call from the [redacted] on Sunday 5/8/2016. Being that our suppliers are not open on Sundays they then set up an appointment for service on Monday 5/9/2016. We reached out to Mr. [redacted] on 5/9/2016 around 8am and did not get an answer....
The phone stated "Your call cannot be completed, please check the number and try again". We did 2 other times and still got the same response. Then Mr. [redacted] called on Monday 5/9/16 at 11:45am to check the status of his appointment and was informed that we were running behind but we still had him scheduled for the appointment for that day. He was a little upset but was reassured that we could still come out. Then later in the day, we reached back out to Mr. [redacted] and informed him that since our techs were running extremely late at that point but we were still coming. He then asked questions about the history of us coming out. He was then provided with the info which included the type of pump as well as the horse power of it (as it states in the documents attached) and ALL of the details, from Amanda. He then asked us if we wanted him to come after us for lost wages and for his time, being that he was waiting on us. We then informed him, that he called us for service so it would be based on our appointment and availability and that we are still able to come. The person that was answering the phones after hours at that time did not have access to our appointment availability but again the customer was reassured that we will still be able to come out to him today. After the tech arrived out there, it was determined that the pump was in need of replacement again. The techs then provided the estimate to replace the pump on 5/10/2016. After the techs initial visit to the home, customer called wanting to speak to the manager. The Operations Manager was out in the field and so the customer was informed that they would receive a call by the end of the day or worse case, tomorrow by 11am when he was back in. Mrs. [redacted] then called 5/10/16 at about 10:05am and stated that she never received a call. She also stated that she did not want us to do anything else and that she has someone else there doing the work. We replied with "alright, have a good day". On service that Roto-Rooter provided 9/7/2013 it was determined that the pump needed to be replaced. An estimate was given to the customer, they accepted and the tech at that time went back out on 9/8/2013 to replace the pump. Roto-Rooter provided a 1 year warranty on the parts as well as the labor. So if anything went wrong with what we did or installed within 1 years time we would return at no cost to the customer, fix and repair the problem.
During the 9/2013 service and 5/2016, the customer did not call back for any type of service or issues with what we did. The lifespan of the pump is based on the usage and everything that surrounds it. One example, if the weather is bad and there is a drainage issue at the home, the pump is going to work extra hard, so then there is a chance that the pump could wear out sooner rather than later. But there are a lot more reasons as to why a sewage pump could go bad and if you have an hour or more, we can go into scenarios.
Please see all of the attached documents for partial reference. Should you have any further questions, I will personally be back in the office on July 6, 2016 10a to 4pm to answer or please allow me an additional week (excluding weekend days) to respond.
Thank you for your time and efforts to help,
Amanda F[redacted]
Richmond, VA Roto-Rooter
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[redacted] Please read the letter from [redacted] [redacted]. I think the letter says exactly what I have been saying all along. Roto-Rooter took advantage of me because of my age and vulnerability, and if you look up Roto-Rooter on the internet, you will read complaint after complaint of similar overcharging and deceit. I agreed to have my 65-year-old daughter sign a consent for the power jet to be used, because we were told nothing else would work. The tech from Roto-Rooter didn't even try the recommended method. I still want the matter resolved by reducing the initial charges of $633.60, canceling the clean up charge of $800 (totally unnecessary), replacing the wooden platform built under the washer and dryer and cleaning the black waste stains from the $3000 wooden ramp in the front of the house. [redacted]. sent out a man on May 14 to check the latter 2 problems and I hope they will resolve that matter. But right now I have no idea if they will step up.
Regards,
[redacted]
[redacted]
sans-serif;">
Good Afternoon! After receiving information in the mail on 9/1/2014 and after review of complaint #[redacted], I would like to inform you that there has been an apology given to M[redacted] regarding service she received 8/25/14 as well as a refund. The disputed amount was $409.00, however she was fully refunded the total cost of service $454.25. We apologized several times and she was please about the outcome. Should you have any more questions, please feel free to contact me via email or by phone [redacted] Thank you!
[redacted]
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]