Dr. Rooter

On Dr Rooter performed a service call to snake a clogged sewer line for [redacted] The line was unclogged and the customer received a day warranty upon payment of jobThis is a standard warranty we give to all customers for drain cleaningThere are other warranty options on our invoice but those are reserved for other services such as pump replacements, maintenance contracts etc [redacted] called us back well past the day warranty date of He called on 2/*/and accused Dr Rooter of not doing the proper job and demanded that we return to re snake the line again for free or he would "take matters into his own hands." I had no chance to even explain any options to him as I was going to offer him half price to come back and resnake the sewer line and perform a video inspection to see why it backed up againThis service normally valued at over $600.00, I was going to charge him $I feel this is more than fair to offer [redacted] and he would have received a great service and proper troubleshooting of his sewer problem if he had only listened to my response instead of hanging up on me(Please note that Dr Rooter has no idea upon the condition of any sewer line until a proper inspection is done, due to broken, settled or improperly used plumbing.) Even if he refused the inspection I still would have snaked the sewer line again for a service charge of only $And yet I had every rite to charge him full price again if I wanted to but I'm a fair person and I always try to do the proper thing for my customersI feel that My company does not deserve this treatment by [redacted] , I have been in business for almost years and this is the first time I have ever had to write one of theseI pride myself on fair, honest work at reasonable prices and I have built my reputation on that with well over customers, but I guess out of isn't so bad

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Not accurate I did not hang upOnce he indicated he could not do anything for me at no charge there was nothing further to discuss and the call endedI believe that in the spirit of good customer service he should have been able to help me out, and then he would have gained a loyal customer who would refer others to him Obviously referrals, good word of mouth, and additional business did not play into his decisionMost importantly the blockage which was out feet was never cleared, he went out feet In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]Thank you for getting back to me. Unfortunately in this day and age we have all become somewhat jaded when it comes to the truth / what is real, or some alternate version of realityI am a senior citizen living on a fixed incomeI don't enjoy being taken advantage by someone who is supposed to do the job right the first timeMy family room area rug and under pad were soaked with water which had flowed out of my downstairs commode. I was upset and asked him to return and the work at no charge. I did not hang up on him! We spoke and he was not willing to do anything for me as requested. He did not make any offers to remedy the situation at no charge The work done by Dr.Rooter did not stop water from flowing out of my downstairs commodeI wanted the work to be done correctly this time at no chargeOnce he declined and indicated I would be charged again for the service I knew we were not going to have a successful meeting of the minds and the call endedI had just paid over dollars to have this done in NovemberThe service call lasted all of minutes.He left with my money and gave me a day warranty and in reality he did not rectify the problem. P.S. I had another firm come out and do the work after DrRooter and they not only cleared the blockage which was out feet. DrRooter only went out feetThe other firm did additional work and gave me a much more substantial warranty. Even if I do not prevail in this case I just want it to be known that good customer service is more important than the pursuit of the all mighty dollarIn the long run you will lose much more than you have gainedI firmly believe in this life all we have is our name and hopefully a "good reputation". I will of course no longer use his service nor recommend him to my friends and neighborsThe old adage the customer is always right obviously did not apply in this case. I would appreciate a full refund for the work performed which did not clear the blockage.Please get back to me via email at your earliest convenienceI do not want others to have the same poor customer service experience that I had to endure .Thank you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

When Dr Rooter snakes out a clogged sewer line, it is standard practice for every technician to snake the sewer to the road or the length of the snake approximately feet Therefore we unclogged the sewer at ** ***s house at feet however we snaked the line over feet in total We did the proper job however we cannot be responsible Sibley if someone has a blockage after the day warranty is up But we will be happy to offer further help to our customers at discounted rates ** *** would have received great service if he had only let me explain I hope this matter can be put to rest as my company has done absolutely nothing wrong here Thank you

On 11/**/16 Dr Rooter performed a service call to snake a clogged sewer line for [redacted]. The line was unclogged and the customer received a 30 day warranty upon payment of job. This is a standard warranty we give to all customers for drain cleaning. There are other warranty options on our...

invoice but those are reserved for other services such as pump replacements, maintenance contracts etc... [redacted] called us back well past the 30 day warranty date of 12/**/16. He called on 2/*/17 and accused Dr Rooter of not doing the proper job and demanded that we return to re snake the line again for free or he would "take matters into his own hands." I had no chance to even explain any options to him as I was going to offer him half price to come back and resnake the sewer line and perform a video inspection to see why it backed up again. This service normally valued at over $600.00, I was going to charge him $250.00. I feel this is more than fair to offer [redacted] and he would have received a great service and proper troubleshooting of his sewer problem if he had only listened to my response instead of hanging up on me. (Please note that Dr Rooter has no idea upon the condition of any sewer line until a proper inspection is done, due to broken, settled or improperly used plumbing.) Even if he refused the inspection I still would have snaked the sewer line again for a service charge of only $125.00. And yet I had every rite to charge him full price again if I wanted to but I'm a fair person and I always try to do the proper thing for my customers. I feel that My company does not deserve this treatment by [redacted], I have been in business for almost 20 years and this is the first time I have ever had to write one of these. I pride myself on fair, honest work at reasonable prices and I have built my reputation on that with well over 15000 customers, but I guess 1 out of 15000 isn't so bad.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] Not accurate I did not hang up. Once he indicated he could not do anything for me at no charge there was nothing further to discuss and the call ended. I believe that in the spirit of good customer service he should have been able to help me out, and then he would have gained a loyal customer who would refer others to him.  Obviously referrals, good word of mouth, and additional business did not play into his decision. Most importantly the blockage which was out 50 feet was never cleared, he went out 40 feet.   
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]