To whom it may concernIt is our company policy that the customer is told at the time of phone call about the travel fee That is why [redacted] was created an Accounts Receivable Account Invoice# [redacted] of $ [redacted] was made.Apparently there was misunderstanding in communications and that is why an account was created, however at this time we are going to make this invoice [redacted] a $ [redacted] balancePlease feel free to call us with any questionsat any time at [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 meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected] Regards, [redacted]
To whom it may concern, We provided service to this customer on March 27thThe charges presented to the customer for the services needed was a $ [redacted] trip fee (might I add this is one of the lowest trip fees in town) to come out and assess the problem this was fully disclosed at the time the customer placed the service call 3/27/at 8:01amthe customer was told at that time by one of our dispatchers we can have a technician out to them the same day between the hours of - 2pm which the customer agreed to so we scheduled one of our techniciansOur technician arrived onsite at 1:45pmThe customer stated to our technician at time of arrival her son had clogged the toilet with cigarette butts and they had been trying to unclog it but couldn'tSo, he evaluated the customer's problem with her toilet then he wrote out the customer's expected charges to fix the problem in detail on a invoice and presented it to the customer before any work was done once again a full disclosure to the customerThe charges listed on the invoice were $ [redacted] trip fee and $ [redacted] to auger the toilet which is our standard price for the service offered The customer complained about the price and our technician offered the customer a [redacted] coupon and explained to the customer they had the right to refused the service the customer agreed to the charges and signed off to give our technician permission to started the work and then signed off again at completion of the work to state all services were performed to her satisfactionShe was also given a seven day warranty on the drain cleaning auger service performed on her toiletHer total charges came to $ [redacted] at the completion of the service ( [redacted] please see attached invoice for full detail of the actual signed invoice agreement for service between us and the customer)The customer was so hostile with the technician at time of service he forgot to apply the $ [redacted] coupon which we have since applied bringing the customer's actual cost of service to [redacted] The 1st contact other than our technician's service call on 3/27/I am aware of with the customer is a customer complaint written on 3/31/which was brought to my (the Operations Manager) attention the same day it was writtenI have copied and pasted it below: "Recently called Roto Rooter to unclog a toiletThey showed up, and took minutes to unclog the toilet with an auger which I could have purchased with the $ [redacted] trip chargeThen they charged an additional $ [redacted] for laborWhat labor, minutes of clearing the toiletNext time I will check ratings, but since my son only has the one toilet I was anxious to get it fixedThey charge too much, and I had to wait hours for them to show upI would give them no stars, but one is the lowest."I responded to it the same day it was written after talking with the technician that performed the serviceI called the customer to explain the charges on the invoiceI attempted to share with the customer that there is much more involved into performing the service she received than just minutes of labor she witnessed and that there are many different factors that play into our pricing structure and the price she was charge was competitive and fair for the service she received but before I could go any further the customer became irate and threaten that if I did not reduce the cost she would hurt our business by written malicious reviews and take as much business from us as she possibly couldTo that matter I commented to her Madam I am a man of faith I believe whatever you do comes back to you and that if you are going to write negative reviews please be honest we only charged you $ [redacted] (which like I also stated previously that bill was reduced to $ [redacted] ) We did not charge you $ [redacted] + $ [redacted] = $***After that she stated to [redacted] with your faithAfter that I said to her Madam I am sorry you feel that way have a blessed day and ended the telephone call.Thank you, Joe E [redacted] - Operation Manager w/ Richmond Roto - Rooter
To whom it may concern [redacted] placed a service call with us to camera,clear and locate her main sewer line from her home to her septic tank the morning of 3/7/We came out to perform the service she request the same day that afternoonA breakdown of the charges she was charged was $ [redacted] trip charge to travel from [redacted] ***, $ [redacted] to camera, $ [redacted] for line locationShe was also charged and additional $ [redacted] to dig up and cut into her existing cast iron waste line from her home and remove feet of drain cable someone had got stuck in her line previously that we discovered during the camera inspection processAs far as the customer providing a cast iron pipe connector from her neighbor who did plumbing she volunteered to do so because she stated he did most of her plumbing at her home and would probably have itSince there are no plumbing supply stores located in Beaverdam we had no objection to this and only charged the labor to do soThe customer's total charges came to $ [redacted] trip charge + $ [redacted] camera + $ [redacted] line location + $ [redacted] to cut into and remove the drain cable from cast iron waste pipe = $ [redacted] which we also gave the the customer a additional discount of 10% off of the services rendered to the customer total bill to $***[redacted] providing her with a saving of $ [redacted] off of her invoice.***Please see her signed invoice showing the customer's satisfaction at the completion of the workAt no point before (at the time when the initial service call was place with the office) or during the performing of the work did the customer request a copy of the camera inspectionIt wasn't until two days later the customer called our office as stated in her compliant "talked to company 3/9/17" did she request a copy of the camera inspectionWe informed the customer that since a copy of the camera inspection was not requested before or during the performing of the actual work there would be new charges to come back out and re-camera the line and make a video recording after the customer was told this she hung up the phoneWe did not hear back from the customer until 3/24/she called the office and requested the service again but when she was informed again charges would apply she demand to speak to me (the Operations Manager) but I had to step out of the office to handle a family emergencyOffice personnel called me on my personal cell to inform me about the customer'sEven though I was dealing with a family emergency I still found time before the end of business that day to call the customer back I spoke to her personally 3/24/afternoon and apologized for not get to her that morning because I had a family emergencyI also offered to waive the cost of re-cameraing ***, and the trip fee [redacted] the only cost I stated to the customer she had to pay was the $ [redacted] which is our standard charge to supply a video copy of a camera inspection which she was never charged forEven with me waiving all of the charges except the one service the customer was never charged for she refused to pay anything, and stated that if I did not make the copy of the video for free she was going to file a compliant with the Revdex.comIt extremely puzzles me how the customer has no recollection of our conversationThank you, Joe E [redacted] - Operations Manager w/ Richmond Roto - Rooter
Revdex.com: I have reviewed the offer and/or 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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] Joe E [redacted] is a liarI was never rude or upset with the technicianI also never said the word [redacted] or threatened his business with a bad reviewIn fact I wrote that review before I even spoke with him, because it took him days to return my callHe was rude to me on the phone, and now he is proven to be such a liarMan of faith what a jokeAlso I gave the technician the coupon that I pulled off the websiteThe technician never gave me a coupon, another lieWhen I called the office they said that the coupon was already applied to the bill another lieNo wonder this business gets so many bad reviews with a guy like Joe E [redacted] as the managerTen complaints on the Better Business website, and more on ***This alone speaks volumes on the way this Roto Rooter operates, and how they treat their customersI want my complaint to remain active so that others can be warned not to use this companyJoe E [redacted] version of what happened during our conversation is a total fabricationHe was rude, and delivered an implied threat to me a customer
RevDex.com: I have reviewed the offer and/or 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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] MrE [redacted] did come to my home as noted above he was very nice and professionalAn assessment and adjustments were made however the problem (running toilet) continues.He offered to come back again and replace a post but I am going to pass on that offerIt is costly and time consuming for me to continually allow these people in my homeAfter paying $***if they felt the replacement would fix the problem, they should have already done itI appreciate the professionalism of MrE [redacted] however I will not use this service again nor will I recommend that anyone else does.The problem I paid for still exists and the amount charge was enormous
I personally spoke with Mrs*** and apologize for any scheduling inconveniencesI have also scheduled to go with one of my technicians to resolve the problem tomorrow (5/2/17) at 5pmThank you, Joe E*** - Operations Manager w/Greater Richmond Roto - Rooter
Roto-Rooter received a phone call from the *** 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*** on 5/9/2016 around 8am and did not get an answerThe
phone stated "Your call cannot be completed, please check the number and try again". We did other times and still got the same response. Then Mr*** called on Monday 5/9/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*** 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*** then called 5/10/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/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/to replace the pump. Roto-Rooter provided a year warranty on the parts as well as the labor. So if anything went wrong with what we did or installed within years time we would return at no cost to the customer, fix and repair the problem. During the 9/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, 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*Richmond, VA Roto-Rooter
To whom it may concern [redacted] placed a service call with us to camera,clear and locate her main sewer line from her home to her septic tank the morning of 3/7/17. We came out to perform the service she request the same day that afternoon. A breakdown of the charges she was charged was...
$[redacted] trip charge to travel from [redacted], $[redacted] to camera, $[redacted] for line location. She was also charged and additional $[redacted] to dig up and cut into her existing cast iron waste line from her home and remove 6 feet of drain cable someone had got stuck in her line previously that we discovered during the camera inspection process. As far as the customer providing a cast iron pipe connector from her neighbor who did plumbing she volunteered to do so because she stated he did most of her plumbing at her home and would probably have it. Since there are no plumbing supply stores located in Beaverdam we had no objection to this and only charged the labor to do so. The customer's total charges came to $[redacted] trip charge + $[redacted] camera + $[redacted] line location + $[redacted] to cut into and remove the drain cable from cast iron waste pipe = $[redacted] which we also gave the the customer a additional discount of 10% off of the services rendered to the customer total bill to $[redacted].** providing her with a saving of $[redacted] off of her invoice.[redacted]Please see her signed invoice showing the customer's satisfaction at the completion of the work. At no point before (at the time when the initial service call was place with the office) or during the performing of the work did the customer request a copy of the camera inspection. It wasn't until two days later the customer called our office as stated in her compliant "talked to company 3/9/17" did she request a copy of the camera inspection. We informed the customer that since a copy of the camera inspection was not requested before or during the performing of the actual work there would be new charges to come back out and re-camera the line and make a video recording after the customer was told this she hung up the phone. We did not hear back from the customer until 3/24/17 she called the office and requested the service again but when she was informed again charges would apply she demand to speak to me (the Operations Manager) but I had to step out of the office to handle a family emergency. Office personnel called me on my personal cell to inform me about the customer's. Even though I was dealing with a family emergency I still found time before the end of business that day to call the customer back I spoke to her personally 3/24/17 afternoon and apologized for not get to her that morning because I had a family emergency. I also offered to waive the cost of re-cameraing [redacted], and the trip fee [redacted] the only cost I stated to the customer she had to pay was the $** which is our standard charge to supply a video copy of a camera inspection which she was never charged for. Even with me waiving all of the charges except the one service the customer was never charged for she refused to pay anything, and stated that if I did not make the copy of the video for free she was going to file a compliant with the Revdex.com. It extremely puzzles me how the customer has no recollection of our conversation. Thank you, Joe E[redacted] - Operations Manager w/ Richmond Roto - Rooter
[redacted] this is Joe Ellis with Richmond Roto-Rooter in regards to Revdex.com case # [redacted] that I spoke to you about earlier today. Attached is a copy of the actual invoice the customer signed at completion of the job also below is the email with their stop payment. The customer was never given any...
warranty because they had roots in the line which is documented on the invoice. We got the line open for the customer and gave the customer an estimate to permanently fix the problem. The customer put a stop payment on the check that they paid with and so we have never been paid for the services we gave to this customer. On 1/2/17 @ 12:07pm we contacted the customer about this and even went as far as offered to discount the invoice to the customer by $199.50 which was half of the cost of the cabling (snaking) service give to the customer on the invoice the customer refused to even pay this amount. So we were left with no choice other than to turn this matter over to collections for the full amount owed to our company. Thank you, Joe E[redacted] - Operations Manager. Please call (804-794-7474) or email ([email protected]) if you have questions or concerns.
To whom it may concernIt is our company policy that the customer is told at the time of phone call about the travel fee. That is why [redacted] was created an Accounts Receivable Account Invoice# [redacted] of $[redacted] was made.Apparently there was misunderstanding in communications...
and that is why an account was created, however at this time we are going to make this invoice [redacted] a $* balance. Please feel free to call us with any questionsat any time at [redacted] Thank You[redacted]
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.
[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: [email protected].
Regards,
[redacted]
Revdex.com:
I have reviewed the offer and/or 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]Joe E[redacted] is a liar. I was never rude or upset with the technician. I also never said the word [redacted] or threatened his business with a bad review. In fact I wrote that review before I even spoke with him, because it took him 2 days to return my call. He was rude to me on the phone, and now he is proven to be such a liar. Man of faith what a joke. Also I gave the technician the coupon that I pulled off the website. The technician never gave me a coupon, another lie. When I called the office they said that the coupon was already applied to the bill another lie. No wonder this business gets so many bad reviews with a guy like Joe E[redacted] as the manager. Ten complaints on the Better Business website, and more on [redacted]. This alone speaks volumes on the way this Roto Rooter operates, and how they treat their customers. I want my complaint to remain active so that others can be warned not to use this company. Joe E[redacted] version of what happened during our conversation is a total fabrication. He was rude, and delivered an implied threat to me a customer.
To whom it may concern, We provided service to this customer on March 27th. The charges presented to the customer for the services needed was a $** trip fee (might I add this is one of the lowest trip fees in town) to come out and assess the problem this was fully disclosed at the time the...
customer placed the service call 3/27/17 at 8:01am. the customer was told at that time by one of our dispatchers we can have a technician out to them the same day between the hours of 12 - 2pm which the customer agreed to so we scheduled one of our technicians. Our technician arrived onsite at 1:45pm. The customer stated to our technician at time of arrival her son had clogged the toilet with cigarette butts and they had been trying to unclog it but couldn't. So, he evaluated the customer's problem with her toilet then he wrote out the customer's expected charges to fix the problem in detail on a invoice and presented it to the customer before any work was done once again a full disclosure to the customer. The charges listed on the invoice were $** trip fee and $[redacted] to auger the toilet which is our standard price for the service offered. The customer complained about the price and our technician offered the customer a [redacted] coupon and explained to the customer they had the right to refused the service the customer agreed to the charges and signed off to give our technician permission to started the work and then signed off again at completion of the work to state all services were performed to her satisfaction. She was also given a seven day warranty on the drain cleaning auger service performed on her toilet. Her total charges came to $[redacted] at the completion of the service ([redacted] please see attached invoice for full detail of the actual signed invoice agreement for service between us and the customer). The customer was so hostile with the technician at time of service he forgot to apply the $** coupon which we have since applied bringing the customer's actual cost of service to [redacted] The 1st contact other than our technician's service call on 3/27/17 I am aware of with the customer is a customer complaint written on 3/31/17 which was brought to my (the Operations Manager) attention the same day it was written. I have copied and pasted it below: "Recently called Roto Rooter to unclog a toilet. They showed up, and took 5 minutes to unclog the toilet with an auger which I could have purchased with the $** trip charge. Then they charged an additional $[redacted] for labor. What labor, 5 minutes of clearing the toilet. Next time I will check ratings, but since my son only has the one toilet I was anxious to get it fixed. They charge too much, and I had to wait hours for them to show up. I would give them no stars, but one is the lowest."I responded to it the same day it was written after talking with the technician that performed the service. I called the customer to explain the charges on the invoice. I attempted to share with the customer that there is much more involved into performing the service she received than just 5 minutes of labor she witnessed and that there are many different factors that play into our pricing structure and the price she was charge was competitive and fair for the service she received but before I could go any further the customer became irate and threaten that if I did not reduce the cost she would hurt our business by written malicious reviews and take as much business from us as she possibly could. To that matter I commented to her Madam I am a man of faith I believe whatever you do comes back to you and that if you are going to write negative reviews please be honest we only charged you $[redacted] (which like I also stated previously that bill was reduced to $[redacted]) We did not charge you $[redacted] + $** = $[redacted]. After that she stated to [redacted] with your faith. After that I said to her Madam I am sorry you feel that way have a blessed day and ended the telephone call.Thank you, Joe E[redacted] - Operation Manager w/ Richmond Roto - Rooter
In reference to this complaint the customer was originally scheduled for service on [redacted]. Our technician was running late and asked that the office to call the customer and try to reschedule service for early morning on [redacted].The customer stated that she did not want to delay her service...
and still wanted the technician out on [redacted]. Due to an auto correct error sending a text to the technician letting him know that the service was still needed on [redacted] the technician was lead to believe that the service could be rescheduled for [redacted]. The customer call in the evening hours of [redacted] because a technician had not shown up yet. We expressed our apologies and scheduled the customer for an early morning appointment on [redacted]. We extended a [redacted] discount on her service and waved her [redacted] trip fee. The technician arrived on time for the customers [redacted] appointment and corrected her issues and gave an estimate to do further work in the future.This provided the customer with [redacted] discount off of the service she was provided. We called the customer to follow up with her service and she stated that she was satisfied with the service she was provided, thanked us and stated that she will be calling in the future to have more work done once she has some tiles removed in her shower. Dispite the auto text error the lines of communication with our customer were never closed or discontinued. Due to the customer's inconvenience, we are willing to extending an additional [redacted] discount for any plumbing service provided to the customer in the near future. Please call or email if you have questions or concerns. Thank you, Operations Manager - [redacted]
Bureau:
I have reviewed the offer and/or 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]Mr. E[redacted] did come to my home as noted above he was very
nice and professional. An assessment and adjustments were made however the problem
(running toilet) continues.He offered to come back again and replace a post but I am
going to pass on that offer. It is costly and time consuming for me to continually
allow these people in my home. After paying $[redacted].00 if they felt the
replacement would fix the problem, they should have already done it. I appreciate the professionalism of Mr. E[redacted] however I will
not use this service again nor will I recommend that anyone else does.The problem I paid for still exists and the amount charge
was enormous.
As a company we have some issues with Mr. [redacted] request. 1st Mr. [redacted] states in the complaint background section of his Revdex.com compliant the problem occurred 12/31/16 I assuming this to be with his bathroom sink backing up? He also listed he contacted us and talk to us on 1/3/17 &...
1/4/17 about this issue. The issues that we have with providing the service of clearing the bathroom sink line for the customer for free at this point is we provide a service for Mr. [redacted] on 11/30/16. Per his own Revdex.com complaint the problem with his bathroom sink didn't occur till 12/31/16. Furthermore I am attaching a copy of the signed invoice agreement between us and Mr. [redacted] we were contracted to unclog Mr. [redacted] Main sewer line only which we did to his satisfaction ie his signature on our invoice at this time there was no implication by him of any other drainage issues in the home. Therefore because of the time lapse in Mr. [redacted] initial date of service and his compliant and that we were only call to service the main sewer line via our signed invoice we are unable to provide Mr. [redacted] with free service to unclog his bathroom sink but we would be willing to discount the service with him as a repeat customer at a value of 10% as a courtesy. Thank you, Joe E[redacted] Richmond Roto-Rooter. Please call 804-794-7474 or email if you have question or concerns.
To whom it may concernIt is our company policy that the customer is told at the time of phone call about the travel fee That is why [redacted] was created an Accounts Receivable Account Invoice# [redacted] of $ [redacted] was made.Apparently there was misunderstanding in communications and that is why an account was created, however at this time we are going to make this invoice [redacted] a $ [redacted] balancePlease feel free to call us with any questionsat any time at [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 meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected] Regards, [redacted]
To whom it may concern, We provided service to this customer on March 27thThe charges presented to the customer for the services needed was a $ [redacted] trip fee (might I add this is one of the lowest trip fees in town) to come out and assess the problem this was fully disclosed at the time the customer placed the service call 3/27/at 8:01amthe customer was told at that time by one of our dispatchers we can have a technician out to them the same day between the hours of - 2pm which the customer agreed to so we scheduled one of our techniciansOur technician arrived onsite at 1:45pmThe customer stated to our technician at time of arrival her son had clogged the toilet with cigarette butts and they had been trying to unclog it but couldn'tSo, he evaluated the customer's problem with her toilet then he wrote out the customer's expected charges to fix the problem in detail on a invoice and presented it to the customer before any work was done once again a full disclosure to the customerThe charges listed on the invoice were $ [redacted] trip fee and $ [redacted] to auger the toilet which is our standard price for the service offered The customer complained about the price and our technician offered the customer a [redacted] coupon and explained to the customer they had the right to refused the service the customer agreed to the charges and signed off to give our technician permission to started the work and then signed off again at completion of the work to state all services were performed to her satisfactionShe was also given a seven day warranty on the drain cleaning auger service performed on her toiletHer total charges came to $ [redacted] at the completion of the service ( [redacted] please see attached invoice for full detail of the actual signed invoice agreement for service between us and the customer)The customer was so hostile with the technician at time of service he forgot to apply the $ [redacted] coupon which we have since applied bringing the customer's actual cost of service to [redacted] The 1st contact other than our technician's service call on 3/27/I am aware of with the customer is a customer complaint written on 3/31/which was brought to my (the Operations Manager) attention the same day it was writtenI have copied and pasted it below: "Recently called Roto Rooter to unclog a toiletThey showed up, and took minutes to unclog the toilet with an auger which I could have purchased with the $ [redacted] trip chargeThen they charged an additional $ [redacted] for laborWhat labor, minutes of clearing the toiletNext time I will check ratings, but since my son only has the one toilet I was anxious to get it fixedThey charge too much, and I had to wait hours for them to show upI would give them no stars, but one is the lowest."I responded to it the same day it was written after talking with the technician that performed the serviceI called the customer to explain the charges on the invoiceI attempted to share with the customer that there is much more involved into performing the service she received than just minutes of labor she witnessed and that there are many different factors that play into our pricing structure and the price she was charge was competitive and fair for the service she received but before I could go any further the customer became irate and threaten that if I did not reduce the cost she would hurt our business by written malicious reviews and take as much business from us as she possibly couldTo that matter I commented to her Madam I am a man of faith I believe whatever you do comes back to you and that if you are going to write negative reviews please be honest we only charged you $ [redacted] (which like I also stated previously that bill was reduced to $ [redacted] ) We did not charge you $ [redacted] + $ [redacted] = $***After that she stated to [redacted] with your faithAfter that I said to her Madam I am sorry you feel that way have a blessed day and ended the telephone call.Thank you, Joe E [redacted] - Operation Manager w/ Richmond Roto - Rooter
To whom it may concern [redacted] placed a service call with us to camera,clear and locate her main sewer line from her home to her septic tank the morning of 3/7/We came out to perform the service she request the same day that afternoonA breakdown of the charges she was charged was $ [redacted] trip charge to travel from [redacted] ***, $ [redacted] to camera, $ [redacted] for line locationShe was also charged and additional $ [redacted] to dig up and cut into her existing cast iron waste line from her home and remove feet of drain cable someone had got stuck in her line previously that we discovered during the camera inspection processAs far as the customer providing a cast iron pipe connector from her neighbor who did plumbing she volunteered to do so because she stated he did most of her plumbing at her home and would probably have itSince there are no plumbing supply stores located in Beaverdam we had no objection to this and only charged the labor to do soThe customer's total charges came to $ [redacted] trip charge + $ [redacted] camera + $ [redacted] line location + $ [redacted] to cut into and remove the drain cable from cast iron waste pipe = $ [redacted] which we also gave the the customer a additional discount of 10% off of the services rendered to the customer total bill to $***[redacted] providing her with a saving of $ [redacted] off of her invoice.***Please see her signed invoice showing the customer's satisfaction at the completion of the workAt no point before (at the time when the initial service call was place with the office) or during the performing of the work did the customer request a copy of the camera inspectionIt wasn't until two days later the customer called our office as stated in her compliant "talked to company 3/9/17" did she request a copy of the camera inspectionWe informed the customer that since a copy of the camera inspection was not requested before or during the performing of the actual work there would be new charges to come back out and re-camera the line and make a video recording after the customer was told this she hung up the phoneWe did not hear back from the customer until 3/24/she called the office and requested the service again but when she was informed again charges would apply she demand to speak to me (the Operations Manager) but I had to step out of the office to handle a family emergencyOffice personnel called me on my personal cell to inform me about the customer'sEven though I was dealing with a family emergency I still found time before the end of business that day to call the customer back I spoke to her personally 3/24/afternoon and apologized for not get to her that morning because I had a family emergencyI also offered to waive the cost of re-cameraing ***, and the trip fee [redacted] the only cost I stated to the customer she had to pay was the $ [redacted] which is our standard charge to supply a video copy of a camera inspection which she was never charged forEven with me waiving all of the charges except the one service the customer was never charged for she refused to pay anything, and stated that if I did not make the copy of the video for free she was going to file a compliant with the Revdex.comIt extremely puzzles me how the customer has no recollection of our conversationThank you, Joe E [redacted] - Operations Manager w/ Richmond Roto - Rooter
Revdex.com: I have reviewed the offer and/or 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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] Joe E [redacted] is a liarI was never rude or upset with the technicianI also never said the word [redacted] or threatened his business with a bad reviewIn fact I wrote that review before I even spoke with him, because it took him days to return my callHe was rude to me on the phone, and now he is proven to be such a liarMan of faith what a jokeAlso I gave the technician the coupon that I pulled off the websiteThe technician never gave me a coupon, another lieWhen I called the office they said that the coupon was already applied to the bill another lieNo wonder this business gets so many bad reviews with a guy like Joe E [redacted] as the managerTen complaints on the Better Business website, and more on ***This alone speaks volumes on the way this Roto Rooter operates, and how they treat their customersI want my complaint to remain active so that others can be warned not to use this companyJoe E [redacted] version of what happened during our conversation is a total fabricationHe was rude, and delivered an implied threat to me a customer
RevDex.com: I have reviewed the offer and/or 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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] MrE [redacted] did come to my home as noted above he was very nice and professionalAn assessment and adjustments were made however the problem (running toilet) continues.He offered to come back again and replace a post but I am going to pass on that offerIt is costly and time consuming for me to continually allow these people in my homeAfter paying $***if they felt the replacement would fix the problem, they should have already done itI appreciate the professionalism of MrE [redacted] however I will not use this service again nor will I recommend that anyone else does.The problem I paid for still exists and the amount charge was enormous
I personally spoke with Mrs*** and apologize for any scheduling inconveniencesI have also scheduled to go with one of my technicians to resolve the problem tomorrow (5/2/17) at 5pmThank you, Joe E*** - Operations Manager w/Greater Richmond Roto - Rooter
Roto-Rooter received a phone call from the *** 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*** on 5/9/2016 around 8am and did not get an answerThe
*Richmond, VA Roto-Rooter
phone stated "Your call cannot be completed, please check the number and try again". We did other times and still got the same response. Then Mr*** called on Monday 5/9/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*** 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*** then called 5/10/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/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/to replace the pump. Roto-Rooter provided a year warranty on the parts as well as the labor. So if anything went wrong with what we did or installed within years time we would return at no cost to the customer, fix and repair the problem. During the 9/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, 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
To whom it may concern [redacted] placed a service call with us to camera,clear and locate her main sewer line from her home to her septic tank the morning of 3/7/17. We came out to perform the service she request the same day that afternoon. A breakdown of the charges she was charged was...
$[redacted] trip charge to travel from [redacted], $[redacted] to camera, $[redacted] for line location. She was also charged and additional $[redacted] to dig up and cut into her existing cast iron waste line from her home and remove 6 feet of drain cable someone had got stuck in her line previously that we discovered during the camera inspection process. As far as the customer providing a cast iron pipe connector from her neighbor who did plumbing she volunteered to do so because she stated he did most of her plumbing at her home and would probably have it. Since there are no plumbing supply stores located in Beaverdam we had no objection to this and only charged the labor to do so. The customer's total charges came to $[redacted] trip charge + $[redacted] camera + $[redacted] line location + $[redacted] to cut into and remove the drain cable from cast iron waste pipe = $[redacted] which we also gave the the customer a additional discount of 10% off of the services rendered to the customer total bill to $[redacted].** providing her with a saving of $[redacted] off of her invoice.[redacted]Please see her signed invoice showing the customer's satisfaction at the completion of the work. At no point before (at the time when the initial service call was place with the office) or during the performing of the work did the customer request a copy of the camera inspection. It wasn't until two days later the customer called our office as stated in her compliant "talked to company 3/9/17" did she request a copy of the camera inspection. We informed the customer that since a copy of the camera inspection was not requested before or during the performing of the actual work there would be new charges to come back out and re-camera the line and make a video recording after the customer was told this she hung up the phone. We did not hear back from the customer until 3/24/17 she called the office and requested the service again but when she was informed again charges would apply she demand to speak to me (the Operations Manager) but I had to step out of the office to handle a family emergency. Office personnel called me on my personal cell to inform me about the customer's. Even though I was dealing with a family emergency I still found time before the end of business that day to call the customer back I spoke to her personally 3/24/17 afternoon and apologized for not get to her that morning because I had a family emergency. I also offered to waive the cost of re-cameraing [redacted], and the trip fee [redacted] the only cost I stated to the customer she had to pay was the $** which is our standard charge to supply a video copy of a camera inspection which she was never charged for. Even with me waiving all of the charges except the one service the customer was never charged for she refused to pay anything, and stated that if I did not make the copy of the video for free she was going to file a compliant with the Revdex.com. It extremely puzzles me how the customer has no recollection of our conversation. Thank you, Joe E[redacted] - Operations Manager w/ Richmond Roto - Rooter
[redacted] this is Joe Ellis with Richmond Roto-Rooter in regards to Revdex.com case # [redacted] that I spoke to you about earlier today. Attached is a copy of the actual invoice the customer signed at completion of the job also below is the email with their stop payment. The customer was never given any...
warranty because they had roots in the line which is documented on the invoice. We got the line open for the customer and gave the customer an estimate to permanently fix the problem. The customer put a stop payment on the check that they paid with and so we have never been paid for the services we gave to this customer. On 1/2/17 @ 12:07pm we contacted the customer about this and even went as far as offered to discount the invoice to the customer by $199.50 which was half of the cost of the cabling (snaking) service give to the customer on the invoice the customer refused to even pay this amount. So we were left with no choice other than to turn this matter over to collections for the full amount owed to our company. Thank you, Joe E[redacted] - Operations Manager. Please call (804-794-7474) or email ([email protected]) if you have questions or concerns.
To whom it may concernIt is our company policy that the customer is told at the time of phone call about the travel fee. That is why [redacted] was created an Accounts Receivable Account Invoice# [redacted] of $[redacted] was made.Apparently there was misunderstanding in communications...
and that is why an account was created, however at this time we are going to make this invoice [redacted] a $* balance. Please feel free to call us with any questionsat any time at [redacted] Thank You[redacted]
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.
[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: [email protected].
Regards,
[redacted]
Revdex.com:
I have reviewed the offer and/or 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]Joe E[redacted] is a liar. I was never rude or upset with the technician. I also never said the word [redacted] or threatened his business with a bad review. In fact I wrote that review before I even spoke with him, because it took him 2 days to return my call. He was rude to me on the phone, and now he is proven to be such a liar. Man of faith what a joke. Also I gave the technician the coupon that I pulled off the website. The technician never gave me a coupon, another lie. When I called the office they said that the coupon was already applied to the bill another lie. No wonder this business gets so many bad reviews with a guy like Joe E[redacted] as the manager. Ten complaints on the Better Business website, and more on [redacted]. This alone speaks volumes on the way this Roto Rooter operates, and how they treat their customers. I want my complaint to remain active so that others can be warned not to use this company. Joe E[redacted] version of what happened during our conversation is a total fabrication. He was rude, and delivered an implied threat to me a customer.
To whom it may concern, We provided service to this customer on March 27th. The charges presented to the customer for the services needed was a $** trip fee (might I add this is one of the lowest trip fees in town) to come out and assess the problem this was fully disclosed at the time the...
customer placed the service call 3/27/17 at 8:01am. the customer was told at that time by one of our dispatchers we can have a technician out to them the same day between the hours of 12 - 2pm which the customer agreed to so we scheduled one of our technicians. Our technician arrived onsite at 1:45pm. The customer stated to our technician at time of arrival her son had clogged the toilet with cigarette butts and they had been trying to unclog it but couldn't. So, he evaluated the customer's problem with her toilet then he wrote out the customer's expected charges to fix the problem in detail on a invoice and presented it to the customer before any work was done once again a full disclosure to the customer. The charges listed on the invoice were $** trip fee and $[redacted] to auger the toilet which is our standard price for the service offered. The customer complained about the price and our technician offered the customer a [redacted] coupon and explained to the customer they had the right to refused the service the customer agreed to the charges and signed off to give our technician permission to started the work and then signed off again at completion of the work to state all services were performed to her satisfaction. She was also given a seven day warranty on the drain cleaning auger service performed on her toilet. Her total charges came to $[redacted] at the completion of the service ([redacted] please see attached invoice for full detail of the actual signed invoice agreement for service between us and the customer). The customer was so hostile with the technician at time of service he forgot to apply the $** coupon which we have since applied bringing the customer's actual cost of service to [redacted] The 1st contact other than our technician's service call on 3/27/17 I am aware of with the customer is a customer complaint written on 3/31/17 which was brought to my (the Operations Manager) attention the same day it was written. I have copied and pasted it below: "Recently called Roto Rooter to unclog a toilet. They showed up, and took 5 minutes to unclog the toilet with an auger which I could have purchased with the $** trip charge. Then they charged an additional $[redacted] for labor. What labor, 5 minutes of clearing the toilet. Next time I will check ratings, but since my son only has the one toilet I was anxious to get it fixed. They charge too much, and I had to wait hours for them to show up. I would give them no stars, but one is the lowest."I responded to it the same day it was written after talking with the technician that performed the service. I called the customer to explain the charges on the invoice. I attempted to share with the customer that there is much more involved into performing the service she received than just 5 minutes of labor she witnessed and that there are many different factors that play into our pricing structure and the price she was charge was competitive and fair for the service she received but before I could go any further the customer became irate and threaten that if I did not reduce the cost she would hurt our business by written malicious reviews and take as much business from us as she possibly could. To that matter I commented to her Madam I am a man of faith I believe whatever you do comes back to you and that if you are going to write negative reviews please be honest we only charged you $[redacted] (which like I also stated previously that bill was reduced to $[redacted]) We did not charge you $[redacted] + $** = $[redacted]. After that she stated to [redacted] with your faith. After that I said to her Madam I am sorry you feel that way have a blessed day and ended the telephone call.Thank you, Joe E[redacted] - Operation Manager w/ Richmond Roto - Rooter
In reference to this complaint the customer was originally scheduled for service on [redacted]. Our technician was running late and asked that the office to call the customer and try to reschedule service for early morning on [redacted].The customer stated that she did not want to delay her service...
and still wanted the technician out on [redacted]. Due to an auto correct error sending a text to the technician letting him know that the service was still needed on [redacted] the technician was lead to believe that the service could be rescheduled for [redacted]. The customer call in the evening hours of [redacted] because a technician had not shown up yet. We expressed our apologies and scheduled the customer for an early morning appointment on [redacted]. We extended a [redacted] discount on her service and waved her [redacted] trip fee. The technician arrived on time for the customers [redacted] appointment and corrected her issues and gave an estimate to do further work in the future.This provided the customer with [redacted] discount off of the service she was provided. We called the customer to follow up with her service and she stated that she was satisfied with the service she was provided, thanked us and stated that she will be calling in the future to have more work done once she has some tiles removed in her shower. Dispite the auto text error the lines of communication with our customer were never closed or discontinued. Due to the customer's inconvenience, we are willing to extending an additional [redacted] discount for any plumbing service provided to the customer in the near future. Please call or email if you have questions or concerns. Thank you, Operations Manager - [redacted]
Better Business...
Bureau:
I have reviewed the offer and/or 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]Mr. E[redacted] did come to my home as noted above he was very
nice and professional. An assessment and adjustments were made however the problem
(running toilet) continues.He offered to come back again and replace a post but I am
going to pass on that offer. It is costly and time consuming for me to continually
allow these people in my home. After paying $[redacted].00 if they felt the
replacement would fix the problem, they should have already done it. I appreciate the professionalism of Mr. E[redacted] however I will
not use this service again nor will I recommend that anyone else does.The problem I paid for still exists and the amount charge
was enormous.
As a company we have some issues with Mr. [redacted] request. 1st Mr. [redacted] states in the complaint background section of his Revdex.com compliant the problem occurred 12/31/16 I assuming this to be with his bathroom sink backing up? He also listed he contacted us and talk to us on 1/3/17 &...
1/4/17 about this issue. The issues that we have with providing the service of clearing the bathroom sink line for the customer for free at this point is we provide a service for Mr. [redacted] on 11/30/16. Per his own Revdex.com complaint the problem with his bathroom sink didn't occur till 12/31/16. Furthermore I am attaching a copy of the signed invoice agreement between us and Mr. [redacted] we were contracted to unclog Mr. [redacted] Main sewer line only which we did to his satisfaction ie his signature on our invoice at this time there was no implication by him of any other drainage issues in the home. Therefore because of the time lapse in Mr. [redacted] initial date of service and his compliant and that we were only call to service the main sewer line via our signed invoice we are unable to provide Mr. [redacted] with free service to unclog his bathroom sink but we would be willing to discount the service with him as a repeat customer at a value of 10% as a courtesy. Thank you, Joe E[redacted] Richmond Roto-Rooter. Please call 804-794-7474 or email if you have question or concerns.