Apartment Rental Services

we fixed a pipe that was leaking and nowhere on our invoice states we cleaned any drain linesso we cannot warranty a drain cleaning that our tech said did not happenthe customer was told that the drain had some rust build up inside of it but that was it according to the techthe price to clean a tub drain line is $so we would not have done a drain line from the tub for $and we show no charge on the invoice for thatwith the tech working on a commission base he would of lost money on the job if not recorded

In response to the letter that you have sent Roto Rooter I want to inform you that we have contacted the [redacted] and spoke to them about this customerShe has also sent a letter to themam the general manager for Louisville Roto Rooter and yes I have been to [redacted] resident to evaluate her situationWe were first called to fix a leak on some pipes under her house and around the WallsWhat We found was a previous plumber or Someone had installed improper pipe for water Supply for hot and cold waterPipes where on the ground under the house and not mounted properly and not insulatedWe gave her a price to re do all pipes that where accessible and she said she could not afford to do at that timeShe also wanted us to fix or repair what we could at that time to try and help her outWhen I was at the resident house there was no carpet it the room where she said the leak was at and the under floor was not in good shapeShe had sign off on her invoices that our work had been done to her satisfaction and was completeThe bursting of fittings and pipe due to cold weather in which she had no heat on in the house when I was there she was heating with her cooking stove could also Contribute to the cause of the burstingMy tech said the old cabinet was in bad shape when he first had gotten there and was not really in shape to be reused but she said she wanted us to try and use itWe never got that far into the jobWe gave her a proposal to do the total repair job and she at that time as far as know said she could not afford to do itI do not feel that what we had done was poor workmanshipShe also had made my tech feel uncomfortable at different times and he did not want to go back to her house without someone else being with him at all timesI am sorry she had work done prior to us that was not of good workmanship but I don't feel that we should be held responsible for any damage due to the Wrong types of material being used by others and we gave her the option to correct her problems

See attachmentsIn response to ID# [redacted] , Roto Rooter would like to explain in detail exactly how and what was done at the jobWe were called out after hours to try to unstop a main sewer line at [redacted] Drive, Louisville, KY *** After we arrived at the job we ran a camera to try to locate the problem The charge is normally $for up to two hours but we gave our customer a discounted price of $99, which was a special at the timeAfter locating the problem as per our equipment, we proceeded to give an estimate for repairs As stated in the work order authorization that Mr [redacted] signed, he agreed to pay the amount indicated and understands that Roto Rooter is not responsible for broken, settled, rusted, or deteriorated pipes, or any damage resulting from cleaning or repairing such linesHe also signed a Landscape Waiver (Please see the attached copies of the signed invoice and Landscape Waiver.)We only rough grade to allow for settling of ditch, no seed, straw, or sod is included in the proposed priceThe customer removed his own deck before the job was started because he was told it might need to be removed if that part of the pipe was bad and that he would be charged extra if we removed the deck after excavation of the sewerRoto Rooter did not have to replace pipe that was not bad so there was no cause for removal of the deckHowever, we offered to buy some decking for the customer after his complaint Mr [redacted] stated that was not enough Now he has to pay to replace the deck since we did not require its removal.We tried to resolve this issueWe did the job and all of our work from MSD to our cleanout has a five-year warranty Mr [redacted] signed the invoice and the Landscape Waiver We feel that the customer is due no refund.Sincerely, [redacted] ***General ManagerRoto Rooter Plumbers

Revdex.com: I have reviewed the response made by the business in reference to [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The General Manager of Roto Rooter called me on 6/8/and said that his technician misremembered the invoice and failed to put on it that he cleaned out the pipe as well as replace the other drainHe told me that the cleaning out of the stopped up pipe would cost $183, but since the pipe was already open he would charge me only $After that the shower drain stopped draining properly and this has never happened beforeThe General Manager said that they would come out on Tuesday and look at the pipe againThe General Manager said that if he could clean the drain he would on Tuesday, June If they are able to clean the drain so that the drain works properly I will withdraw my complaint Regards, [redacted] ***

[redacted] [redacted] Revdex.com: I have reviewed the response made by the business in reference to [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 Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Roto-rooter has charged us over $for work they didn’t do, then caused over a $worth of damage to our property, and to rectify a matter they offered to buy a few hundred dollars of materialNo we were not interested in that offer, and we are still not interested in that offerThe offer was not made in good faith, the offer was made after Roto-rooter has realized they made a mistake worth a lot more, and they try to get out of it by offering us next to nothing compared to what they should have offered us.Details what Roto-rooter was supposed to do vs what they actually did do (and the damages they caused) are explained in previous Revdex.com complaint response by us, to which Roto-rooter clearly didn’t respond to.Regards,
*** ***

Our GM** *** spoke to *** *** and we refunded his credit card $on 4/26/ I apologize for the late response *** *** should be seeing the credit any day, depending on how quickly his financial institution processes credits Thanks very much, ***
***

we fixed a pipe that was leaking and nowhere on our invoice states we cleaned any drain lines. so we cannot warranty a drain cleaning that our tech said did not happen. the customer was told that the drain had some rust build up inside of it but that was it according to the tech. the price to clean...

a tub drain line is $183.00 so we would not have done a drain line from the tub for $100.00 . and we show no charge on the invoice for that. with the tech working on a commission base he would of lost money on the job if not recorded.

See attachmentsIn response to ID# [redacted], Roto Rooter would like to explain in detail exactly how and what was done at the job. We were called out after hours to try to unstop a main sewer line at [redacted] Drive, Louisville, KY [redacted].  After we arrived at the job we ran a camera to...

try to locate the problem.  The charge is normally $250 for up to two hours but we gave our customer a discounted price of $99, which was a special at the time. After locating the problem as per our equipment, we proceeded to give an estimate for repairs.  As stated in the work order authorization that Mr. [redacted] signed, he agreed to pay the amount indicated and understands that Roto Rooter is not responsible for broken, settled, rusted, or deteriorated pipes, or any damage resulting from cleaning or repairing such lines. He also signed a Landscape Waiver.  (Please see the attached copies of the signed invoice and Landscape Waiver.)We only rough grade to allow for settling of ditch, no seed, straw, or sod is included in the proposed price. The customer removed his own deck before the job was started because he was told it might need to be removed if that part of the pipe was bad and that he would be charged extra if we removed the deck after excavation of the sewer. Roto Rooter did not have to replace pipe that was not bad so there was no cause for removal of the deck. However, we offered to buy some decking for the customer after his complaint.  Mr. [redacted] stated that was not enough.  Now he has to pay to replace the deck since we did not require its removal.We tried to resolve this issue. We did the job and all of our work from MSD to our cleanout has a five-year warranty.  Mr. [redacted] signed the invoice and the Landscape Waiver.  We feel that the customer is due no refund.Sincerely,[redacted]General ManagerRoto Rooter Plumbers

[redacted]<[redacted]1:58 PM (37 minutes ago)toresponseWe apologize for the delay in our response. Unfortunately we did not have record of the customer contacting us about this job. We did not remove the sidewalk because the home was in a new subdivision and we did not want to...

disturb the concrete. To avoid this we dug under the sidewalk by hand to make the repair. Ms. [redacted] was contacted and offered a refund for the service. A check was sent out 12/23/2016.. [redacted]Director of Marketing & Residential ServicesRoto-Rooter Plumbing & Drain ServicesOffice:###-###-####Cell: ###-###-####Fax: ###-###-####www.rotorooter.c...⇄

Revdex.com:
I have reviewed the response made by the business in reference to [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The General Manager of Roto Rooter called me on 6/8/17 and said that his technician misremembered the invoice and failed to put on it that he cleaned out the pipe as well as replace the other drain. He told me that the cleaning out of the stopped up pipe would cost $183, but since the pipe was already open he would charge me only $100. After that the shower drain stopped draining properly and this has never happened before. The General Manager said that they would come out on Tuesday and look at the pipe again. The General Manager said that if he could clean the drain he would on Tuesday, June 13. If they are able to clean the drain so that the drain works properly I will withdraw my complaint.
Regards,
[redacted]

as stated in our first letter to the customer we had made an offer out of good faith to pay for the material of decking to be replaced and the customer was not interested in the offer, that offer has now been removed and we feel that the customer did recieve a properly installed repair at a competitive price and we have stated before we made a offer out of good faith and customer refused

In response to the letter that you have sent Roto Rooter I want to inform you that we have contacted the [redacted] and spoke to them about this customer. She has also sent a letter to them. am the general manager for Louisville Roto Rooter and yes I have been to [redacted] resident to...

evaluate her situation. We were first called to fix a leak on some pipes under her house and around the Walls. What We found was a previous plumber or Someone had installed improper pipe for water Supply for hot and cold water. Pipes where on the ground under the house and not mounted properly and not insulated. We gave her a price to re do all pipes that where accessible and she said she could not afford to do at that time. She also wanted us to fix or repair what we could at that time to try and help her out. When I was at the resident house there was no carpet it the room where she said the leak was at and the under floor was not in good shape. She had sign off on her invoices that our work had been done to her satisfaction and was complete. The bursting of fittings and pipe due to cold weather in which she had no heat on in the house when I was there she was heating with her cooking stove could also Contribute to the cause of the bursting. My tech said the old cabinet was in bad shape when he first had gotten there and was not really in shape to be reused but she said she wanted us to try and use it. We never got that far into the job. We gave her a proposal to do the total repair job and she at that time as far as know said she could not afford to do it. I do not feel that what we had done was poor workmanship. She also had made my tech feel uncomfortable at different times and he did not want to go back to her house without someone else being with him at all times. I am sorry she had work done prior to us that was not of good workmanship but I don't feel that we should be held responsible for any damage due to the Wrong types of material being used by others and we gave her the option to correct her problems.

Revdex.com:
I have reviewed the response 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.
1)     I was never given the landscape waiver, and I have not seen it until today. It should have been given with the estimate, but it was not. It is clear that the landscape waiver was not signed by me. The signature does not belong to either of the owners of the house. How Roto-rooter left the yard (pictures attached) was not agreed on by roto-rooter and the owner.2)     I have a copy of the document that specifically states that the repair is $6,100. It was changed to $6,200 after my signature (the original copy is attached.)3)     We were told that the deck must be removed by us,BEFOREthe job started, or we would be charged extra if Roto-rooter would remove it. Roto-rooter marked exactly how much we had to remove, and exactly where the break is. We were told the problemISunder the porch, and not that itMIGHTbe under the porch.4)     Roto-rooter was18 footoff on where we were told the problemIS(NOT WHERE THE PROBLEM MIGHT BE), and as a result did significantly less work. They didn’t have to dig anywhere near the foundation, and yet they charged us for digging right next to the foundation. The most costly part of the complaint was not mentioned response. There is no excuse for being18 footoff, doing less work, and having the customer pay full price for it.
Regards,
[redacted]

[redacted]  [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to [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.
Regards,
[redacted]

To whom it may concern , After reading the complaint I was wondering why [redacted] had not contacted my office and spoken with me about this  but I have not heard from her about this matter. I did speak to the tech about the job after reading her complaint and he said that he had made a...

complete effort to clean the pipe and to no success he quoted her a price to replace the line in question. I did notice she had a competitor trying the same thing [redacted] to us also to no avail. We state in our paperwork and to our customers that the charge is to attempt to clean and unstop the line. Some of the competitors do attempts for free some others don’t. At roto Rooter we don’t charge for estimates or service calls but we do for work attempted to unstop blockages. [redacted]
 
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