Master Rooter, LLC

Complaint: ***
I am rejecting this response because:Master Rooter from their statements seems to think that I know about septic issues and called them about issue when their was another I am no septic personI called them for help I really was attempting only to guess and was waiting for them to discover the issues They were suppose to be the experts.It was from them, Andrew , that I was told he needed people to do the job I even helped him find the line where the camera was going through so I functioned as a second person for that task. When I didn't receive a response from Maser Rooter except that they had done what I had requested, so they would charge me more to come out and look againMy response was, "No my request was to fix all of it not just a camera or a field root--I wanted all of the issues resolvedIt was blocked It could be roots, it could be in the lines, in the septic tank???? It was not pumping through. So, I then requested from *** *** men due to Andrew's saying you needed Their only statement was that with the big machine that Andrew brought there was no way even with people that they could have used it under the houseThe metal rooter wire would have just flipped around wildly and dangerouslyAlso when Andrew was here and went under the house he never even looked into the clean out valve there to see that it was clogged*** *** searched for and found that clog and completed all of the issues instead of expecting ME to tell THEM what needed doing and how to do it.This issue isn't resolved Howard wasn't even there I wish he had been...with people or whatever was needed to resolve the septic issues.It looks like this will not be resolved satisfactorilyI will simply not use or recommend Master Rooter in the future.
Regards,
*** ***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

To Revdex.com in re: ID: [redacted] Our response is enclosed to complaint against our business by [redacted] this is our response to this complaint: 1, [redacted] called our company on April 21st 2017, stating that her leech field was backed up causing septic tank having to...

be pumped, she also asked that we send our sewer camera. We sent Andrew ( a service tech) out and he snaked the leech-field line and ran the camera to see if there were any breaks or roots in leech field line. Andrew completed his task and [redacted] even stated he fixed your exit pipe issue (in letter you sent to the Revdex.com) . Andrew charged you $337.50, when we charge $200.00 to run the big sewer machine and $ 350.00 for the camera. Andrew charged you $ 200.00 for the drain cleaning and 1/2 price for the camera and then gave you a 10% discount and as you stated the problem that we were sent out for was fixed.. After speaking to Andrew he stayed on this job for 3 hours and did go under the house to find a clean out in the crawl space. The clean out was in the back portion of the crawl space that is why Andrew told [redacted] that our sewer machine can not go under a house and a second man would be needed , one to be outside to feed the cable to the second serviceman under the house pushing the cable through the line. [redacted] used a smaller drain machine which is normally used to clear a 1 1/2" to 2" drain, not normally used to clear a sewer main. I do know this as I was the lead plumber for [redacted] franchise and the master plumber at the Durango [redacted] for years. I am sorry [redacted] you feel this way about the bill, but I feel that we did fix the problem you had called for, and I feel that we already give you a great price that is below our normal prices. I am the one that requires a second man when a home-owner does not have an accessible clean-out. ( there should be one outside which the county requires as per code), I can not allow a home-owner to operate a machine due to our insurance. Also when you called to have us come back out, we were told by you that you didn't think it would be fair to pay for the second man since Andrew had already been out there. If we had scheduled to return we would have had to charge [redacted] for that additional drain plus 1/2 price drain fee for the second man. [redacted] maybe, you forgot Andrew did go under the house, that is how he knew where the clean-out was, and that he would need a 2nd man to run that line, Also Andrew states that he did have [redacted] run water and that they could see the water running and that the leech-field line was clear when he left and that you were with him when he saw water running through the pipe. I do not think he was lying as this how he knew there would have to a second man. [redacted], We feel that you called [redacted] and already knew to have them send a 2nd man due to Andrew telling you this, we offered to come back out with 2 men and you didn't understand that we would have had to charge you another $200.00 plus 1/2 for the second man. We also feel that we completed what we were called out for on the day that we serviced your leech-field and that the payment that we received you satisfied with the results. As far as the office being argumentative I spoke to Cory (also a owner of the Co) and she states that she told you that every home-owner that lives in the county should know where their private systems are located and that she only sent the one man that day as only one man as that is all that would be required for a camera and leech field cleaning, she also states that we would have sent two-men out to fix the 2nd problem, but you didn't seem to understand why you should pay for that service, since you had already paid for the 1st visit. She also states that she did say that you had gotten our first service at a reduced rate, and that she tried explaining that you received Andrew's service at a reduced rate (not our normal pricing) and that you had also received a discount on top of that. She also says that when she tried telling you that we didn't have a machine that could go under the house to clear the main line that you didn't understand and told her that [redacted] had used one, and she stated that I would not allow my employees to us the small machine on a 4" line, and that if Andrew had done that there would have been no guarantee, as we don't do that, she then states that you told her it was just a toilet line she then asked how much they charged and she then told you that they had to have cleaned the 4" line for that price as we are all comparable on pricing, that is when she told you that she would call [redacted] to see if Andrew was wrong on the second man, she then called [redacted] and was told by them that they had cleared you main sewer line from the clean-out in the crawl space out to our septic tank not from the septic to the leech field ( which is what we done) and that it was a hard access job, she then called you to explain that our company policy was that Andrew would have needed that 2nd man and you told her that you offered to help him and that she told you that we don't allow a homeowner to help. She then states that you were upset that [redacted] had to charge you a mileage fee, and that Andrew should have done this on his service-call so that you wouldn't have to be charged. She then tried to explain that we would have had to charge you the same and that we would have charged you for the drain cleaning, the camera and the second man. We honestly feel that Andrew done exactly what he was called on to do, and that he charged you accordingly. We feel that [redacted] answered your call on a completely different issue. Thank you, Howard K[redacted] -owner of Master Rooter Plumbing