Easy Rooter Plumbing, Heating, Drain & Septic

HorribleI called Easy Rooter to fix a minor leakJeremy came out and left leaving a bigger repair worth hundreds of dollarsBulliesNever again

Yesterday I called "Easy Rooter Plumbing in Sparks 331-3636" to see how much it would cost to do a preventative maintenance on my drains. I had one slow running drain, not plugged or backed up but slow running. I explained this to the lady who answered the phone and she told me it would cost $85 an hour to snake all my drains. So I went ahead and made an appointment for the same day expecting a bill of $170.00 maximum. So when I got home and found out my son had paid $277.00 I was extremely upset. I called and a lady named [redacted] said she wasn't in the office and could I please call back in the morning. I called back this morning and the same girl I spoke to yesterday answered the phone and she remembered exactly what she had told me the day before. I had given her my cell number in case there was any problem. When I spoke with the manager he told me [redacted] who came out to my house explained to my son that it would be an extra $25 per drain. When speaking with my son again today he says no extra fee was mentioned to him. I believe they should have called my cell phone and the girl who answered the phone should have been able to tell me there would have been an extra fee for every additional drain. It was clearly explained in our conversation what I needed done. And the attitude is oh well too bad! I can't believe this, but I at least feel the need to share with everyone! Not the plumber I would ever recommend! If you're not as good as your word you're not any good at all!Product_Or_Service: Snake DrainsDesired SettlementI believe they should stick to their word. The girl told me it would be $85 and hour to snake all my drains. Since it only required labor and no products it seemed reasonable to me. I feel they should credit my sons credit card back the extra $107.00 we were overcharged. If they indeed had a standard charge of $85 to come out and $25 per drain the person who set the appointment should have known this and informed me. It just seems like a scam! Business Response After reviewing the invoice, talking to the tech and the office staff for the job performed at [redacted]t on 3/30/2015, I have decided to credit the credit card for [redacted]. After calling our office the first time, you were quoted for $85.00 per hour. We were at the residence for two hours, therefore the charges will be $170.00. We initially charged the card for $277.50. The credit being issued to credit card will be in the amount of $107.50. Easy Rooter will stand behind our work and our word is good. If our office staff quoted you $85.00 per hour that is what you will be charged. Normally our charges are $85.00 per hour for the initial drain with and $25.00 per any additional drain. Sorry for any inconvience.

Recently, my septic system failed in my house. I called ERP, and they sent a man out to 1) locate my cleanout; 2) try to "clear the system" via the cleanout; and 3) failing 2, locate my septic tank, and find the lids to it. The latter was to be $85/hour to find and clear the lids for subsequent pumping of the tank. I paid that day, and scheduled the pumping to occur the next day: total fee after pumping was just under $700 for the two day work.On the day the guy came to pump out the tank, I called ERP to make sure the guy was coming... and listened to their ad ... "you won't even know we've been there".When the guy was done pumping (after he drove his truck into my front yard, his tracks are still there a week later), I asked when someone would be back to recover the tank? He said not my job, someone else will be by. I waited several days, then called ERP to find out when someone would be back to recover the tank with all the topsoil that was piled up nearby. I was told that normally homeowners want to do that themselves. Apparently, ERP charges $85/hour to recover the tank, and it could take as much as an hour to and 1.5 hours to do so! What company does excavation works for one fee, and then charges another fee to restore the ground???!!I was shocked an dismayed. I told him that I was a single 60+ lady (his response was he could not tell that from the phone; my response was that his workmen sure could), who did not want to go shovel and rake the ground back to it's "before" condition (I've had 2 heart surgeries). He said that he could have one of his guys out here to do so, at $85/hour. I declined the opportunity, and suggested he change his ad about not even knowing they had been there!Any recommendations you can do, or actions you can take to stop this "bait and switch" in it's rawest form?Product_Or_Service: Septic System (tank pumped)Account_Number: [redacted] & [redacted] dateDesired SettlementAn apology and a correction in how they conduct their business in the future ... and definitely stop advertising: you won't even know we've been there"Business Response In response to the above complaint I would like to go over the charges for the work performed. The attempt to clear the septic tank is hourly. The hourly charge is $85.00 an hour, for which [redacted] was charged 1 hour. After an unsucessful attempt to clear the line we dug up the lids to septic tank for a diagnosis of the problem. It was determined at that time the tank was overfull and needed to be pumped. The price for pumping a 1500 gallon septic tank in Reno is $400.00 total. It took 2 hours to dig up the lids of the tank at $85.00 an hour which brought the total job to $645.00. The plumber notes on his invoice that due to the level of affluent in tank a hydro flush is suggested in leachfield. We have 2 different parts of our company involved in this job 1 being a plumber the 2nd a pump truck driver. The pump truck drivers don't dig and the plumbers don't pump. We as a company policy don't include a backfill after exposing a septic tank, especially when there appears to be a problem. If the lids are recovered before the problem is delt with the expense of digging up the tank again becomes troublesome. Most of our clients choose to push the dirt back in the hole themselves because of the cost of another trip and the expense of paying a plumber to backfill. [redacted]s age and medical history are not my buisness nor did I have any knowledge of that. If I would have known those factors I could have delt with this job in a different manor. I'am sorry she feels like we did some intentional act to get more money from her but the truth is we would have had to charge her an additional $85.00 to $127.50 to backfill. Our jobs start at time of dispatch and [redacted] lives at the south end of Reno. Sorry if we did not communicate with [redacted] to her satisfaction but no ill act was done intentionally. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)"It took 2 hours to dig up the lids of the tank at $85.00 an hour which brought the total job to $645.00."It cost $245 to uncover the tank after they tried to snake the line. The Plumber (first guy) stated that he uncovered the lid sot it could e pumped and tested. No one ever told me of the results of any "testing" after the tank was pumped. And the Plumber" (first guy) suggested hydro-jetting leach line after pumping. He stated the hydro-jetting would be an additional $370 (but gee, unknown results from any "testing"?? They may want to say they have two parts involved, but it sure sounds like they wanted three? I understand that the pump drivers do not backfill, but who does this "testing". I paid $400 for the pumping, which apparently did not include any testing. And, do you spend $370 for some unknown service, that you was just suggested (not recommended), before the pumping and "testing" occurs???.No doubt ..." most of our clients choose to push the dirt back in the hole themselves because of the cost of another trip and the expense of paying a plumber to backfill" when that cost should be been included in the uncovering. Especially if they spent any time on hold (on their line) and listened to the repeated statement by them "you will never know we've been here". That would imply that they recover!!Final Business Response [redacted], having addressed all areas of your request I now consider this matter closed. Thanks for your concern. Yours Truly, [redacted] Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)"Look into the other issues" ... by writing that, I believe that this company (and [redacted]) have completed as much time and effort as they ever plan to expend to eliminate this action from ever reoccurring, as it seems to be their ever ongoing approach, to which they feel is effective... they themselves seem to believe that it is a good business practice to let the customer clean up after they leave their site in disrepair!Besides having [redacted] apologize is not the same as the company apologizing, is it?

Left service trailer in front of house for 3 daysThey completed their service on Monday at 3pm and left their service trailer parked in front of our neighbor's house. They said they would pick it up the next day. When we called they said they would pick it up the day after that. Our neighbors were VERY upset. We told them it would be gone by Wednesday. By Thursday afternoon I came home with three neighbors in my yard VERY MAD and the trailer was still there. I called their office and was told we had been informed they had been doing work in the area. WE HAD NOT!! We have just moved into this home and now have pissed off our new neighbors. Only when I called and was very stern did they come and move the trailer. We have used their service often in the past but this is HORRIBLE! They took away our neighbor's parking space for three days and lied to us every day!Desired SettlementWhy did your office staff tell us conflicting stories and not follow through?Business Response Contact Name and Title: [redacted]-Office ManagerContact Phone: 775-331-3636Contact Email: [redacted]After reviewing the information at referenced job site, I do acknowledge the trailer was parked in a public street in the area of job Easy Rooter was completing. Easy Rooter was working in the area for a few days. When we finished up all work in the area, we did remove the trailer. Easy Rooter did not intend to inconvenience anyone.Easy Rooter always makes sure we park our equipment in a public street to assure we are not blocking anybody's driveway or access to their home. Easy Rooter is sincerely sorry if we inconvenienced anyone.

I had my main line get stopped up on a Sunday. When I called there a person ([redacted]) told me it would be 127.00 an hour because it was Sunday and that it only should take an hour and that they would be there in around an hour to an hour 1/2. Then she called back and told me it was going to be more like 2 hours due to previous call had more issues that realized. I was fine with that I had my son wait here while I did some errands. One person showed up and looked for a "clean" trap which they did not find. He told me would come back with [redacted] to finish the job. At that point I was not informed I was paying $127 an hour per person NO ONE EVER TOLD ME THAT. I thought it was per job per hour. They arrived at 2:52 and were done by 3:15 yet I was charged $255.00 and when I questioned this bill he called [redacted] and she told me I just did not hear her. REALLY and I was told by the plumber well you should have not had an issue on Sunday again REALLY. I paid but I felt very used by this service. They only were here 20 minutes if I paying 127 an hour per person than even that math does not add up. I would like reimbursement for the extra money I was clearly charged. Thank you very much for you attention to this matter. [redacted]Product_Or_Service: PlumberOrder_Number: sameAccount_Number: [redacted]Desired SettlementNot full because they did clear my main line, but clearly I was charged too much for 20 minutes worth or work. Business Response After reviewing dispatch, invoice and [redacted] compaint I in all good consious have to agree that we fell short in communicating the extra charges. The charges for the roof job are justified for by [redacted] rules it takes two men to work from a roof. We charge 127.50 per hour per man as a Suday overtime charge. There is a 1 hour minimum per man so the $255.00 was the correct charge. But due to our lack of communicating the charges properly I am willing to reduce the charges by the extra $127.50. I hope this is a amicable solution for [redacted]. Please know there was no malice in these charges just poor communication. Thanks

On May 18th, 2014 the tenant living in a property owned by us in [redacted], ** (we live in [redacted]) called saying there was a water leak outside the house, where the sprinkler system is located. We called several plumbing places in the area and finally got an answer from the Easy Rooter Plumbing. The person that answered agreed to send someone the following day. She said the y charge $85.00 an hour. The following day, the Easy Rooter worker called me to talk about the service. My daughter and a friend had already dug the holes exposing the pipes. He said there were several things to be fixed and that the charge would be $712. I agreed thinking this was a major job and that he would complete the work. The next day, the tenant called me saying the water sprinkler system was not working and it was still leaking. He also mentioned that the holes were still the same. I had to send someone else to finish the job. That person finished repairing the sprinkler system and covered the holes.On June 6th, I received the invoice from the company stating the charges, but the service description has no broken down charges or outlined parts. According to the tenant they only spent a couple of hours fixing the problem because they did not have to dig holes and they ended up not covering them. According to a person that inspected the work done by this company, he said that the parts they replaced cost around $40.00.Desired SettlementI would like this company to send me an honest invoice where I can see the charges by hour and a list of the replaced parts with a real total, not what they are charging. Not only did they left an incomplete job or task, the amount being charged is ridiculously high and in my opinion they are taking advantage of the situation.Business Response Unfortunately we as a company do not break down charges for plumbing calls. We actually give a total price for the job before we start. The invoice gives a price and it was signed by [redacted] maintenance man acting as his agent. He also signed the invoice in the acceptence portion of the invoice. [redacted] called with questions after the job was completed but our technicians are not in the shop, but out working. Shortly after his request our plumber called him twice and left voice messages, no return call was recieved. If [redacted] has had achance to read this invoice the scope of work is described. His maintenace man requested we leave hole open for he would backfill. As stated on the invoice, maintenance man stated he would repair leaky PVB valve and backfill hole. I believe [redacted] needs to address his displeasure with his maintenace man not Easy Rooter Plumbing.Please read the invoice it will detail the work done. Thanks, hope this clears up any confusion.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I am not paying a ridiculous amount of money for something I am unable to verify. Easy Rooter's practice of not providing a decent invoice detailing what they did allows them to rip-off customers. I am in [redacted] and the property is in [redacted], some 300 miles away. The person who signed the bill is not authorized to do so and told me afterwards they had him sign it because there was no one else around. He did not check the work because he had no idea what was going on and I doubt he told the workers to leave the holes uncovered. Easy Rooter should have called me and I would have sent someone to check the work they did and made sure they completed it. I have no voicemail from Easy Rooter on my phone. As mentioned before, Easy Rooter charges $85.00 hr. Since they did not dig up or covered any of the holes, they probably spent three hours at the most fixing the problem ($255.00). The parts were about $100. That brings the total up to $355.00. That is a reasonable amount, not a number someone pulled out of their sleeve and unable to back it up with an outlined invoice. I agreed to the initial amount because I was not there to see the damage and trusted Easy Rooter would provide an honest quote and complete the job. This is about being straightforward and fair to your customer.Final Business Response In [redacted] first complaint he states the parts were 40 dollars and now in the second complaint he states they were 100 dollars.This is just an example of the problem of long distance contracted work. The gentleman which signed the invoices presented himself as a person of authority. We followed his direction on leaving the holes uncovered and what he was going to do to finish the repairs.Don't know what happned to the phone calls we made that were left unanswered. I personally witnessed the plumber make the call to [redacted]. I'am willing to work with [redacted] but his offer of $355.00 does not come close to the value of this job. The best I would be willing to accept is $525.00 Thanks for your time.

Horrible. I called Easy Rooter to fix a minor leak. Jeremy came out and left leaving a bigger repair worth hundreds of dollars. Bullies. Never again.","neg-1

charged more than quoted and failed to produce receipts for parts03/13/15 - Water leak at water meter - [redacted] arrived at 8:00 am quoted $95.00/HR "No matter if he was sitting - digging or standing", I agreed. He then called me 2 1/2 hours later and told me he had to buy 2 couplings at $80.00/each. I said OK, he then told me the total bill would be $765.00. I believed that the total labor would be 6.3 hours. I was not quoted any other charges. My daughter called me at 11:15 and told me the [redacted] was done and had left. I called [redacted] at Easy Rooter to ask why the bill was $765.00 when [redacted] had only worked 3 hours. [redacted] asked if [redacted] was still there and seemed upset that [redacted] had not called him when the job was completed. [redacted] asked that I call back on Monday and they would get the charges cleared up. When I called Monday 03/16 [redacted] handed the phone to [redacted] and [redacted] proceed to tell me that the $95.00/hour was for digging only, the additional charge was for the work to put the couplings on the meter. I told him that was not what he quoted me. I called back and asked for [redacted] and asked for receipts for the couplings and he told me they did not provide receipts for parts. I believe this company uses unfair business practices and does not always give you all the pricing up front nor in writing.Desired SettlementI am seeking a refund of $320.00 - the difference between what was charged and what was quoted. $95.00 X 3 HRS = $285.00 - Parts 2 @ $80.00 = $160.00 total charged should be $445.00 - not the $765.00 I was charged.Business Response When [redacted] arrived at Ms.[redacted] he quoted $95.00 an hour to dig up her water main. Ms [redacted] agreed to the fee. [redacted] explained at the time that this is a hourly fee only for the excavation of the leak. These types of work are done hourly for we can't estimate the amount of time to dig not knowing the depth or difficulty of the excavation. [redacted] explained after the excavation he would give a price to repair water main leak. [redacted] then called her and quoted $765.00 for the repair. Once we see the nature of the problem we give a quote for the repair for we can see what it will take to do the job. The customer gave a verbal ok to precede.Once the customer accepts the proposal the hourly fee to excavate is encompassed in the proposal. I believe due to the customer not being present there was an obvious communication problem. We do all our plumbing repairs in this same fashion and have very few problems due to the quote before the job.The customer must realize that hourly rate only applied to the excavation.