Initial Business Response / [redacted] (1000, 5, 2015/01/28) */ Hello [redacted] Im sorry you felt you had a poor experience with our companyWe needed to to pull the toilet to access the full length of the mainline and this was explained to and approved by ***Upon doing so we realized the water to your toilet would not shut off do to the main valve in the home not holding and needs to be replacedIm glad another company was able to make it work another way for you, we charged you a total of $for both trips out to your houseI have submitted a request to refund $by check in the mail if you don't see it feel free to contact our office Thank you
I'm Sorry Mr [redacted] is displeased with his service but that is how much it would cost for us to do the workBy taking off the access panel our technician could see the piping and based on the age and condition of the pipes he did not feel comfortable running a snake down the drain as it could cause more damageThe piping under the kitchen sink was done the next day as we did not have a plumber available at the time so I feel Mr[redacted] had ample time to cancel service if he was displeased with the priceI have spoken to my technician about the conversation Mr[redacted] believes he had with his tenant and he has denied itI have no way of proving what was said between them but I apologize if there was anything negative spoken about you
I am rejecting this response because: That is a statement about the cleanupIf they arrived in a timely manner there would not have been the amount of cleanup neededI have pictures .There is no more warranty on this line, the two years is up.The Attorney General has no teeth when it comes to this type of complaint, I know that and one hour rooter should know that alsoThey sided with me and said to bring them to small claims court.The complaint was sent,for the record They are now on file thereAs a consumer I feel the need to warn others of there customer no service operation they haveFour in half days with raw sewage in a house is unprecendented in there industry.We also need to remember when Justin called me back days later he said he had no idea this was going on this long.Bad management ,very bad customer service.Thank You for following up
Initial Business Response / [redacted] (1000, 5, 2015/03/03) */ Hi [redacted] I am sorry to here your sewer continues backing up through the floor drainAs it is the lowest drain opening in the home it will be the first place to reveal a sewer back upI'm a little taken aback with this complaint, as we just came to your home to day at your request and installed a back water valve at no additional cost to youIn the same day as you scheduled/invited our technician to come to your home and perform more services, you filed a complaint about work performed months ago With that in mind and understanding there is more to your frustration then you patients would allow you to right, I would be happy to discuss a refund of some typeI would ask you to keep in mind that even though you are frustrated currently, we did install a new floor drain and clean that line of sludge from you sewer backing upAlso the floor drain is still under warrantyThe same warranty that you received the benifits from just earlier today To address your ongoing sewer problems, that is a separate drain and issue the the floor drainEven with a backwater valve you may still have sewer backups I would be happy to talk on the phone or through the Revdex.comI will proceed however you are more comfortable [redacted] Manager One Hour Rooter Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) They came out and did install a valve todayThe valve they installed I called them on two separate occasionsThey were to be out yesterday after I called SaturdayAs I stated they did not even give me a courtesy call that they would not be out [redacted] told me Satyrday 2/they would be out first thing Monday 3/I called them this morning and [redacted] was rude and said that I do not have anyone in your area [redacted] is not being truthful at allHe has never contacted me even though I asked [redacted] to have him do soBottom line is that when I was told that if they did this repair my basement would never back up againThat is the only reason I decided to even do the repair Things get worse [redacted] did come out and put the valve in today that was to be installed months ago ( had my basement not flooded like I was told it never would again by ***) and guess whatMy basement flooded againNot sewer back up I did get that resolvedBut it flooded because the valve they installed does not allow water to flow when my water softener cyclesI am sick of the liesWhen I seen more water than ever before I was not happy at allSo I removed the valve and the nice clean cool water went down the drain no problemI will not stop with thisI was told by ***"If you do this repair and your water main line does clog your basement will never flood again" that is the only reason I even did repairThe line in basement always drained just fineThey are not truthful, they just want more and more moneyI am at my wits end with thisThe valve made matters worse! ***'s response is nothing more than more lies and sales talk Thank you.! Final Consumer Response / [redacted] (3000, 24, 2015/03/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept your offerLet's just have you return and replace my old floor drain that is doing the same thing that the new one I paid for is doingThen I will be happyYou need to do way better than thatI told what I wantedAll my money backYou then asked how much I stated $700, which I feel is fair$is a very low ball offer and I am affendedLet's just replace with my old drain??? Final Business Response / [redacted] (4000, 26, 2015/03/18) */ Sorry you are offended buy the counter offerIf your counter offer is a request for an old floor drain instead of a refund, we would be happy to work that outThe next floor drain we replace can be saved for youIs that what you really want?
Mr.*** has also contacted the Secretary of State and they determined we are not liableI apologize we could not get there sooner but regardless of the timeframe the line backed up and was going to need clean up regardless of when we arrivedWe will continue to honor his
warranty.Thank you
This firm charged us $1950 to thaw pipes (not replace burst pipes or install new pipes - JUST to thaw current pipes) on the coldest day in recent history (took a two man team less than 40 minutes - so it worked out to nearly $3200/hour). This is predatory price gouging and at best immoral and quite probably illegal. Found out hours later from multiple other local vendors that the service should have cost no more than $600.
Action has been filed with the Minnesota BBB and the state Attorney General's office. Please whatever you do - DO NOT use this company.
Very professionalHad entire sewer pipe relined (it was necessary, I saw with their camera for myself, City inspector agreed) and it is guaranteed for lifeThe process is ingenious and I am very satisfiedWill never have a backup again
Initial Business Response /* (1000, 5, 2015/01/28) */
Hello ***
Im sorry you felt you had a poor experience with our companyWe needed to to pull the toilet to access the full length of the mainline and this was explained to and approved by ***Upon doing so we realized the water to your
toilet would not shut off do to the main valve in the home not holding and needs to be replacedIm glad another company was able to make it work another way for you, we charged you a total of $for both trips out to your houseI have submitted a request to refund $by check in the mail if you don't see it feel free to contact our office Thank you
*** I understand your frustration when dealing with sewer issuesYou were seeking an honest opinion and were given one by One Hour RooterWe explained why your sewer is compromisedWe recommended lining it but were unable to perform that process due to the city not allowing itAt
that point we recommended replacement as the permanent fixWe have continued to honor the year warrantyI’m not sure where the confusion is with our visit on 1/6/We did come to your house and remove the blockageThere was no chargeAgain being advised to replace the line as we cannot guarantee that you will not have a future back upYou then had a different company come to your house that was recommended by the city and auger it again and give you the same diagnosesThe decision is up to you if you would like to exercise the warranty with One Hour Rooter or continue to get more opinionsThe question was asked on why we tried to “patch” the problem even while knowing the line would inevitably have to be replacedThe fact that the line had a blockage to begin with suggest there is a problemA new sewer properly done with modern materials will not have the problems an aged sewer with dated materialsThe industry standard and most excepted form of treatment for a blockage in a sewer is to start with the least invasive and less costly proceduresIf someone has a slowly draining drain or a blockage we would not start with replacing the entire lineI’d like to point out that the second company that you had come to your home took the same approachYou were charged $for a “patch” of a drain that was at the time draining, followed by the recommendation to replace the lineGiven the amount of time that has passed since the warranty started on 7/22/and the warranty work we he performed, One Hour Rooter will not be able to refund the purchase. Ben ***ManagerOne Hour Rooter
Initial Business Response /* (1000, 5, 2015/03/03) */
Hi ***
I am sorry to here your sewer continues backing up through the floor drainAs it is the lowest drain opening in the home it will be the first place to reveal a sewer back upI'm a little taken aback with this complaint, as
we just came to your home to day at your request and installed a back water valve at no additional cost to youIn the same day as you scheduled/invited our technician to come to your home and perform more services, you filed a complaint about work performed months ago
With that in mind and understanding there is more to your frustration then you patients would allow you to right, I would be happy to discuss a refund of some typeI would ask you to keep in mind that even though you are frustrated currently, we did install a new floor drain and clean that line of sludge from you sewer backing upAlso the floor drain is still under warrantyThe same warranty that you received the benifits from just earlier today
To address your ongoing sewer problems, that is a separate drain and issue the the floor drainEven with a backwater valve you may still have sewer backups
I would be happy to talk on the phone or through the Revdex.comI will proceed however you are more comfortable
***
Manager
One Hour Rooter
Initial Consumer Rebuttal /* (3000, 7, 2015/03/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They came out and did install a valve todayThe valve they installed I called them on two separate occasionsThey were to be out yesterday after I called SaturdayAs I stated they did not even give me a courtesy call that they would not be out*** told me Satyrday 2/they would be out first thing Monday 3/I called them this morning and *** was rude and said that I do not have anyone in your area*** is not being truthful at allHe has never contacted me even though I asked *** to have him do soBottom line is that when I was told that if they did this repair my basement would never back up againThat is the only reason I decided to even do the repair
Things get worse*** did come out and put the valve in today that was to be installed months ago ( had my basement not flooded like I was told it never would again by ***) and guess whatMy basement flooded againNot sewer back up I did get that resolvedBut it flooded because the valve they installed does not allow water to flow when my water softener cyclesI am sick of the liesWhen I seen more water than ever before I was not happy at allSo I removed the valve and the nice clean cool water went down the drain no problemI will not stop with thisI was told by ***"If you do this repair and your water main line does clog your basement will never flood again" that is the only reason I even did repairThe line in basement always drained just fineThey are not truthful, they just want more and more moneyI am at my wits end with thisThe valve made matters worse!
***'s response is nothing more than more lies and sales talk
Thank you.!
Final Consumer Response /* (3000, 24, 2015/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept your offerLet's just have you return and replace my old floor drain that is doing the same thing that the new one I paid for is doingThen I will be happyYou need to do way better than thatI told what I wantedAll my money backYou then asked how much I stated $700, which I feel is fair$is a very low ball offer and I am affendedLet's just replace with my old drain???
Final Business Response /* (4000, 26, 2015/03/18) */
Sorry you are offended buy the counter offerIf your counter offer is a request for an old floor drain instead of a refund, we would be happy to work that outThe next floor drain we replace can be saved for youIs that what you really want?
Initial Business Response /* (1000, 5, 2015/01/28) */
Hello [redacted]
Im sorry you felt you had a poor experience with our company. We needed to to pull the toilet to access the full length of the mainline and this was explained to and approved by [redacted]. Upon doing so we realized the water to...
your toilet would not shut off do to the main valve in the home not holding and needs to be replaced. Im glad another company was able to make it work another way for you, we charged you a total of $78 for both trips out to your house. I have submitted a request to refund $78 by check in the mail if you don't see it feel free to contact our office Thank you
Our basement floor drain backed up with dark water and sludge. It slowly drained back into the floor drain, but every time we turned the water on the back up would occur again.
We contacted One Hour Rooter late in the afternoon, spoke to Justin, and Justin had a technician come out early the next morning. The technician, Ray, was skilled in his analysis of the situation and gave us a fair price on what he recommended we do. Once we agreed to have the work done, One Hour Rooter had their plumber, Trevor, to our house the same day. Trevor installed a new 1 1/2 inch PVC washing machine spout drain, installed a new floor drain in our basement, removed our old concrete laundry tub, installed a new fiberglass laundry tub, installed a new PVC trap (all things we did need to upgrade), and used high pressure water to jet our clogged drain line.
We cannot say enough good things about Trevor and the work he performed. Although a young man, Trevor did outstanding work that would rival someone twice his age with twice the experience. Trevor did all of the installation and cleaning all by himself (one young man, Eric, came for a brief time to help clean up the broken pieces of the concrete laundry tub). Trevor was kind, soft-spoken, patient, worked extremely hard, never complained, went above and beyond the call of duty (he made extra trips to get parts and machines just so we would be completely satisfied), finished the job to the end (even staying until 11:00 PM at night to get it all completed for us), was meticulous and thorough with his work (when he accidentally smudged his wet concrete around the new floor drain as he was trying to fix something else, he stopped what he was doing, took his trowel, and smoothed out the wet concrete to perfection), cleaned up after himself, and was extremely careful with our possessions and house so as not to damage or break or scrape anything.
But that wasn't all. The next morning, when the floor drain, to our disappointment, backed up again, I called Justin at One Hour Rooter to inform him that the issue had not been resolved. Justin sent Trevor out to our house right away, within a half an hour after I called, and Trevor went right back to work. He discovered that the core problem was in our main drain line. He then brought out the big gun - a large drain machine with a 100-foot snake cable with a tip for cutting tree roots. Trevor brought that heavy machine down to our basement, step by step, all by himself, being careful not to damage our stairs or doors as he went through them. I never heard one complaint or grumble. In fact, when I commented on how hard he was working, Trevor replied that it was all okay and that the work was not bad at all. Trevor took the time, in a cramped working space, to feed the cable through our main line. At about 60 feet - whoosh - both of us could hear the line was cleared, but Trevor sent the cable all the way to its end just to make sure. He then pulled the cable back out. When the machine started to give him resistance, Trevor turned it off and, all the while bending over, pulled the cable back by hand! We then turned on all the faucets in the house, let the water run for awhile, and behold, no back up from the drain! Later, my wife and I ran the dishwasher, the washing machine, and the shower all at the same time. No back up. Problem solved. No extra charge.
My wife and I were quite impressed with the price, quality of parts, and service of One Hour Rooter. And if Trevor is indicative of the type of plumbers they have on their team, then they have us sold on their company.
Thank you to One Hour Rooter, and to Trevor, for a job well done, at a fair price, and with a friendly demeanor. Qualities rare and refreshing these days in which we live.
My 90 year old father was having drain problems. I called One Hour Rooter and explained the situation, and let them know my dad was elderly and on a fixed income. The phone estimate indicated they could do the job for about $140.00. They came and took a look at my dad's drain and then told him they would come back the following day to do the work. They collected a check for $1,300.00 from my dad before completing the job. I realize there may have been more work than what we initially thought, but it seemed outrageous to go from $140.00-$1,300.00. I couldn't help but feel they were taking advantage of a vulnerable old man.
I am rejecting this response because:
That is a false statement about the cleanup. If they arrived in a timely manner there would not have been the amount of cleanup needed. I have pictures .There is no more warranty on this line, the two years is up.The Attorney General has no teeth when it comes to this type of complaint, I know that and one hour rooter should know that also. They sided with me and said to bring them to small claims court.The complaint was sent,for the record . They are now on file there. As a consumer I feel the need to warn others of there customer no service operation they have. Four in half days with raw sewage in a house is unprecendented in there industry.We also need to remember when Justin called me back 4 days later he said he had no idea this was going on this long.Bad management ,very bad customer service.Thank You for following up
Initial Business Response /* (1000, 5, 2015/03/03) */
Hi [redacted]
I am sorry to here your sewer continues backing up through the floor drain. As it is the lowest drain opening in the home it will be the first place to reveal a sewer back up. I'm a little taken aback with this complaint, as we just...
came to your home to day at your request and installed a back water valve at no additional cost to you. In the same day as you scheduled/invited our technician to come to your home and perform more services, you filed a complaint about work performed 3 months ago.
With that in mind and understanding there is more to your frustration then you patients would allow you to right, I would be happy to discuss a refund of some type. I would ask you to keep in mind that even though you are frustrated currently, we did install a new floor drain and clean that line of sludge from you sewer backing up. Also the floor drain is still under warranty. The same warranty that you received the benifits from just earlier today.
To address your ongoing sewer problems, that is a separate drain and issue the the floor drain. Even with a backwater valve you may still have sewer backups.
I would be happy to talk on the phone or through the Revdex.com. I will proceed however you are more comfortable.
[redacted]
Manager
One Hour Rooter
Initial Consumer Rebuttal /* (3000, 7, 2015/03/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They came out and did install a valve today. The valve they installed I called them on two separate occasions. They were to be out yesterday after I called Saturday. As I stated they did not even give me a courtesy call that they would not be out. [redacted] told me Satyrday 2/28 they would be out first thing Monday 3/2. I called them this morning and [redacted] was rude and said that I do not have anyone in your area. [redacted] is not being truthful at all. He has never contacted me even though I asked [redacted] to have him do so. Bottom line is that when I was told that if they did this repair my basement would never back up again. That is the only reason I decided to even do the repair.
Things get worse. [redacted] did come out and put the valve in today that was to be installed months ago ( had my basement not flooded like I was told it never would again by [redacted]) and guess what. My basement flooded again. Not sewer back up I did get that resolved. But it flooded because the valve they installed does not allow water to flow when my water softener cycles. I am sick of the lies. When I seen more water than ever before I was not happy at all. So I removed the valve and the nice clean cool water went down the drain no problem. I will not stop with this. I was told by [redacted]. "If you do this repair and your water main line does clog your basement will never flood again" that is the only reason I even did repair. The line in basement always drained just fine. They are not truthful, they just want more and more money. I am at my wits end with this. The valve made matters worse!
[redacted]'s response is nothing more than more lies and sales talk.
Thank you.!
Final Consumer Response /* (3000, 24, 2015/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept your offer. Let's just have you return and replace my old floor drain that is doing the same thing that the new one I paid for is doing. Then I will be happy. You need to do way better than that. I told what I wanted. All my money back. You then asked how much I stated $700, which I feel is fair. $178 is a very low ball offer and I am affended. Let's just replace with my old drain???
Final Business Response /* (4000, 26, 2015/03/18) */
Sorry you are offended buy the counter offer. If your counter offer is a request for an old floor drain instead of a refund, we would be happy to work that out. The next floor drain we replace can be saved for you. Is that what you really want?
I'm Sorry Mr. [redacted] is displeased with his service but that is how much it would cost for us to do the work. By taking off the access panel our technician could see the piping and based on the age and condition of the pipes he did not feel comfortable running a snake down the drain as it could...
cause more damage. The piping under the kitchen sink was done the next day as we did not have a plumber available at the time so I feel Mr.[redacted] had ample time to cancel service if he was displeased with the price. I have spoken to my technician about the conversation Mr.[redacted] believes he had with his tenant and he has denied it. I have no way of proving what was said between them but I apologize if there was anything negative spoken about you.
Initial Business Response /* (1000, 6, 2014/09/22) */
On 9/3/14 we were contacted to come to [redacted] home and advise them on their drain issues. After inspecting the drain issues it was noted that the main sewer was blocked and also the floor drain was draining slow. ** was presented with...
the recommended services and the cost of those services. After ** initialed next to each recommend service and the cost of each service and signed the invoice authorizing the technician to proceed, the technician performed those services. As the technician worked on the drains, it became apparent that more work was needed. The technician spoke with ** and recommended the "Prime Package", which is the best service we offer and also comes with the best warranty. ** again agreed to this service and initialed next to the service and different price. A different set of technicians arrived to perform the services. While the second set of technicians was onsite working, [redacted] called and spoke with one of the technicians. She asked if we could also get the bathroom sink draining and if we could camera and record what her drain looks like when we were done and leave a copy. She was told that our camera cannot record, but we would be willing to camera it if someone wanted to see it. Neither the camera nor the sink was included in the services or price that ** agreed to. After completing the work that was agreed to in the contract, we attempted to auger the bathroom sink as requested over the phone. The sink originally did not drain. In the process of auguring the sink drain the cable became stuck. We were forced to abandon the cable. It's nobody's fault. It is impossible and unrealistic for anybody to see hazards that are covered in walls and or flooring. Cables do not get stuck in problem free piping. The fact that it doesn't drain also suggest the pipe may be problematic. This type of thing happens from time to in the drain cleaning industry. As a company, One Hour Rooter does not assume liability for the condition of piping when servicing said pipe. It's described in writing above the signature on all invoices. The complaint implies One Hour Rooter is reluctance to camera the drain. ** was offered over the phone to have the sewer cameraed but declined someone coming immediately to camera his drain because he had to go to work. He was told that was fine and all he needs to do is call the office and get it scheduled for a time that works for him. That offer still stands. It appears the main concern is the cable being stuck in the pipe. There is no mention of problems with the original work described and performed or the other additional work that was done. The floor drain and laundry tub were draining slow when we arrived. Both were serviced and are draining great. The existing clean out cover when we arrived had a hole in it. We replaced that also. The $800-$1200 was given as a price for One Hour Rooter to correct the piping issue where the cable is stuck. The complaint states that $800-$1200 must be paid to make further repairs. That is not correct. That was only the bid for One Hour Rooter to make the additional repairs.
In response to the desired resolution:
1. Before and after video camera inspection.
a. As mentioned above, the camera offer still stands.
2. Reducing the purchased price to cover cost of additional repair needed.
a. While acknowledging there is additional work needed and a cost to have that work performed, One Hour Rooter does not acknowledge the liability for the additional issue with the pipe or the cost to make repairs.
b. This is the first mention of a request for money given back. All Previous requests have been for more work at no cost. A price reduction is possible within reason.
One Hour Rooter has offered and done everything that was promised and asked of it. Except the additional work at no cost.
Initial Consumer Rebuttal /* (3000, 8, 2014/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company should compensate $1,200 for sink repair, poor services, and if we were to find anything wrong with our mainline after proper inspection we will be asking for a full refund.
Reasons are as follows:
#1... ** never signed the invoice for One Hour Rooter to work on the sink, he never discussed the sink. If they knew the sink was not part of the package deal, why are they willing to work on it when Abby asked over the phone? She only asked because she understood it was included in the package. Why didn't the company advised Abby of that and or possible damage in the first place? ** never discussed or approved for them to work on the sink on the invoice. Now that they screwed up, left a broken cable in the sink, caused more damaged than they said is not part of the package deal? Where is the justice in that?
#2..THE TRUTH..There was NO inspection of the mainline! The company said in their own words "it's impossible and unrealistic to see the condition in the pipe covered by wall and floor", if they didn't televised send a camera through the mainline for inspection how can they see and be sure what the problem is and how to correct it in the first place? We've called many plumbing companies all of them will not do or suggest "Hydro Jetting" without doing a video camera inspection first! And this kind of powerful service is mostly done on restaurants, large buildings such as a business or apartment buildings.. is rarely done at a single home.
#3... We've called numerous times to schedule the video camera inspection and every time we were told they will check with the camera people and call us back. WE NEVER HEARD BACK ABOUT THAT! The only time they called and talked with us was all about SALES!
This company is wasting our valuable time. We don't want your business anymore! If the company is "professional" and friendly like they claimed to be at least have the diligence to apologize to customers when they messed-up, but instead they covered it up with lies.
Final Business Response /* (4000, 10, 2014/09/24) */
I sincerely apologize about the misunderstanding.
What is a good time to camera your mainline? There will be no charge.
I would be happy to give you money back as a resolution. However, at this point we have only collected $695 dollars. $1200 dollar refund is not an option. We do have a posted dated check for the second half of payment. I would be willing to exchange that check for a different check or form of payment for $400. That would be a $295 dollar refund or approx 20%.
As for the sink drain, I'm not clear if you are arguing that you did or did not ask us to try to auger it. Unfortunately the cable did get stuck when we tried to auger it. The sink drain needing repairing to be augured is not something that can be revealed by cameraing the mainline sewer. The mainline sewer has a 4" diameter. The sink drain has a 1-1/4" diameter, the camera will not fit.
[redacted]
One Hour Rooter
Initial Business Response / [redacted] (1000, 5, 2015/01/28) */ Hello [redacted] Im sorry you felt you had a poor experience with our companyWe needed to to pull the toilet to access the full length of the mainline and this was explained to and approved by ***Upon doing so we realized the water to your toilet would not shut off do to the main valve in the home not holding and needs to be replacedIm glad another company was able to make it work another way for you, we charged you a total of $for both trips out to your houseI have submitted a request to refund $by check in the mail if you don't see it feel free to contact our office Thank you
I'm Sorry Mr [redacted] is displeased with his service but that is how much it would cost for us to do the workBy taking off the access panel our technician could see the piping and based on the age and condition of the pipes he did not feel comfortable running a snake down the drain as it could cause more damageThe piping under the kitchen sink was done the next day as we did not have a plumber available at the time so I feel Mr[redacted] had ample time to cancel service if he was displeased with the priceI have spoken to my technician about the conversation Mr[redacted] believes he had with his tenant and he has denied itI have no way of proving what was said between them but I apologize if there was anything negative spoken about you
I am rejecting this response because: That is a statement about the cleanupIf they arrived in a timely manner there would not have been the amount of cleanup neededI have pictures .There is no more warranty on this line, the two years is up.The Attorney General has no teeth when it comes to this type of complaint, I know that and one hour rooter should know that alsoThey sided with me and said to bring them to small claims court.The complaint was sent,for the record They are now on file thereAs a consumer I feel the need to warn others of there customer no service operation they haveFour in half days with raw sewage in a house is unprecendented in there industry.We also need to remember when Justin called me back days later he said he had no idea this was going on this long.Bad management ,very bad customer service.Thank You for following up
Initial Business Response / [redacted] (1000, 5, 2015/03/03) */ Hi [redacted] I am sorry to here your sewer continues backing up through the floor drainAs it is the lowest drain opening in the home it will be the first place to reveal a sewer back upI'm a little taken aback with this complaint, as we just came to your home to day at your request and installed a back water valve at no additional cost to youIn the same day as you scheduled/invited our technician to come to your home and perform more services, you filed a complaint about work performed months ago With that in mind and understanding there is more to your frustration then you patients would allow you to right, I would be happy to discuss a refund of some typeI would ask you to keep in mind that even though you are frustrated currently, we did install a new floor drain and clean that line of sludge from you sewer backing upAlso the floor drain is still under warrantyThe same warranty that you received the benifits from just earlier today To address your ongoing sewer problems, that is a separate drain and issue the the floor drainEven with a backwater valve you may still have sewer backups I would be happy to talk on the phone or through the Revdex.comI will proceed however you are more comfortable [redacted] Manager One Hour Rooter Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) They came out and did install a valve todayThe valve they installed I called them on two separate occasionsThey were to be out yesterday after I called SaturdayAs I stated they did not even give me a courtesy call that they would not be out [redacted] told me Satyrday 2/they would be out first thing Monday 3/I called them this morning and [redacted] was rude and said that I do not have anyone in your area [redacted] is not being truthful at allHe has never contacted me even though I asked [redacted] to have him do soBottom line is that when I was told that if they did this repair my basement would never back up againThat is the only reason I decided to even do the repair Things get worse [redacted] did come out and put the valve in today that was to be installed months ago ( had my basement not flooded like I was told it never would again by ***) and guess whatMy basement flooded againNot sewer back up I did get that resolvedBut it flooded because the valve they installed does not allow water to flow when my water softener cyclesI am sick of the liesWhen I seen more water than ever before I was not happy at allSo I removed the valve and the nice clean cool water went down the drain no problemI will not stop with thisI was told by ***"If you do this repair and your water main line does clog your basement will never flood again" that is the only reason I even did repairThe line in basement always drained just fineThey are not truthful, they just want more and more moneyI am at my wits end with thisThe valve made matters worse! ***'s response is nothing more than more lies and sales talk Thank you.! Final Consumer Response / [redacted] (3000, 24, 2015/03/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept your offerLet's just have you return and replace my old floor drain that is doing the same thing that the new one I paid for is doingThen I will be happyYou need to do way better than thatI told what I wantedAll my money backYou then asked how much I stated $700, which I feel is fair$is a very low ball offer and I am affendedLet's just replace with my old drain??? Final Business Response / [redacted] (4000, 26, 2015/03/18) */ Sorry you are offended buy the counter offerIf your counter offer is a request for an old floor drain instead of a refund, we would be happy to work that outThe next floor drain we replace can be saved for youIs that what you really want?
Crooks - warn all of your friends neighbors and relations not to use this company.
Mr.*** has also contacted the Secretary of State and they determined we are not liableI apologize we could not get there sooner but regardless of the timeframe the line backed up and was going to need clean up regardless of when we arrivedWe will continue to honor his
warranty.Thank you
This firm charged us $1950 to thaw pipes (not replace burst pipes or install new pipes - JUST to thaw current pipes) on the coldest day in recent history (took a two man team less than 40 minutes - so it worked out to nearly $3200/hour). This is predatory price gouging and at best immoral and quite probably illegal. Found out hours later from multiple other local vendors that the service should have cost no more than $600.
Action has been filed with the Minnesota BBB and the state Attorney General's office. Please whatever you do - DO NOT use this company.
Very professionalHad entire sewer pipe relined (it was necessary, I saw with their camera for myself, City inspector agreed) and it is guaranteed for lifeThe process is ingenious and I am very satisfiedWill never have a backup again
Initial Business Response /* (1000, 5, 2015/01/28) */
Hello ***
Im sorry you felt you had a poor experience with our companyWe needed to to pull the toilet to access the full length of the mainline and this was explained to and approved by ***Upon doing so we realized the water to your
toilet would not shut off do to the main valve in the home not holding and needs to be replacedIm glad another company was able to make it work another way for you, we charged you a total of $for both trips out to your houseI have submitted a request to refund $by check in the mail if you don't see it feel free to contact our office Thank you
*** I understand your frustration when dealing with sewer issuesYou were seeking an honest opinion and were given one by One Hour RooterWe explained why your sewer is compromisedWe recommended lining it but were unable to perform that process due to the city not allowing itAt
that point we recommended replacement as the permanent fixWe have continued to honor the year warrantyI’m not sure where the confusion is with our visit on 1/6/We did come to your house and remove the blockageThere was no chargeAgain being advised to replace the line as we cannot guarantee that you will not have a future back upYou then had a different company come to your house that was recommended by the city and auger it again and give you the same diagnosesThe decision is up to you if you would like to exercise the warranty with One Hour Rooter or continue to get more opinionsThe question was asked on why we tried to “patch” the problem even while knowing the line would inevitably have to be replacedThe fact that the line had a blockage to begin with suggest there is a problemA new sewer properly done with modern materials will not have the problems an aged sewer with dated materialsThe industry standard and most excepted form of treatment for a blockage in a sewer is to start with the least invasive and less costly proceduresIf someone has a slowly draining drain or a blockage we would not start with replacing the entire lineI’d like to point out that the second company that you had come to your home took the same approachYou were charged $for a “patch” of a drain that was at the time draining, followed by the recommendation to replace the lineGiven the amount of time that has passed since the warranty started on 7/22/and the warranty work we he performed, One Hour Rooter will not be able to refund the purchase. Ben ***ManagerOne Hour Rooter
Initial Business Response /* (1000, 5, 2015/03/03) */
Hi ***
I am sorry to here your sewer continues backing up through the floor drainAs it is the lowest drain opening in the home it will be the first place to reveal a sewer back upI'm a little taken aback with this complaint, as
we just came to your home to day at your request and installed a back water valve at no additional cost to youIn the same day as you scheduled/invited our technician to come to your home and perform more services, you filed a complaint about work performed months ago
With that in mind and understanding there is more to your frustration then you patients would allow you to right, I would be happy to discuss a refund of some typeI would ask you to keep in mind that even though you are frustrated currently, we did install a new floor drain and clean that line of sludge from you sewer backing upAlso the floor drain is still under warrantyThe same warranty that you received the benifits from just earlier today
To address your ongoing sewer problems, that is a separate drain and issue the the floor drainEven with a backwater valve you may still have sewer backups
I would be happy to talk on the phone or through the Revdex.comI will proceed however you are more comfortable
***
Manager
One Hour Rooter
Initial Consumer Rebuttal /* (3000, 7, 2015/03/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They came out and did install a valve todayThe valve they installed I called them on two separate occasionsThey were to be out yesterday after I called SaturdayAs I stated they did not even give me a courtesy call that they would not be out*** told me Satyrday 2/they would be out first thing Monday 3/I called them this morning and *** was rude and said that I do not have anyone in your area*** is not being truthful at allHe has never contacted me even though I asked *** to have him do soBottom line is that when I was told that if they did this repair my basement would never back up againThat is the only reason I decided to even do the repair
Things get worse*** did come out and put the valve in today that was to be installed months ago ( had my basement not flooded like I was told it never would again by ***) and guess whatMy basement flooded againNot sewer back up I did get that resolvedBut it flooded because the valve they installed does not allow water to flow when my water softener cyclesI am sick of the liesWhen I seen more water than ever before I was not happy at allSo I removed the valve and the nice clean cool water went down the drain no problemI will not stop with thisI was told by ***"If you do this repair and your water main line does clog your basement will never flood again" that is the only reason I even did repairThe line in basement always drained just fineThey are not truthful, they just want more and more moneyI am at my wits end with thisThe valve made matters worse!
***'s response is nothing more than more lies and sales talk
Thank you.!
Final Consumer Response /* (3000, 24, 2015/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept your offerLet's just have you return and replace my old floor drain that is doing the same thing that the new one I paid for is doingThen I will be happyYou need to do way better than thatI told what I wantedAll my money backYou then asked how much I stated $700, which I feel is fair$is a very low ball offer and I am affendedLet's just replace with my old drain???
Final Business Response /* (4000, 26, 2015/03/18) */
Sorry you are offended buy the counter offerIf your counter offer is a request for an old floor drain instead of a refund, we would be happy to work that outThe next floor drain we replace can be saved for youIs that what you really want?
Initial Business Response /* (1000, 5, 2015/01/28) */
Hello [redacted]
Im sorry you felt you had a poor experience with our company. We needed to to pull the toilet to access the full length of the mainline and this was explained to and approved by [redacted]. Upon doing so we realized the water to...
your toilet would not shut off do to the main valve in the home not holding and needs to be replaced. Im glad another company was able to make it work another way for you, we charged you a total of $78 for both trips out to your house. I have submitted a request to refund $78 by check in the mail if you don't see it feel free to contact our office Thank you
Our basement floor drain backed up with dark water and sludge. It slowly drained back into the floor drain, but every time we turned the water on the back up would occur again.
We contacted One Hour Rooter late in the afternoon, spoke to Justin, and Justin had a technician come out early the next morning. The technician, Ray, was skilled in his analysis of the situation and gave us a fair price on what he recommended we do. Once we agreed to have the work done, One Hour Rooter had their plumber, Trevor, to our house the same day. Trevor installed a new 1 1/2 inch PVC washing machine spout drain, installed a new floor drain in our basement, removed our old concrete laundry tub, installed a new fiberglass laundry tub, installed a new PVC trap (all things we did need to upgrade), and used high pressure water to jet our clogged drain line.
We cannot say enough good things about Trevor and the work he performed. Although a young man, Trevor did outstanding work that would rival someone twice his age with twice the experience. Trevor did all of the installation and cleaning all by himself (one young man, Eric, came for a brief time to help clean up the broken pieces of the concrete laundry tub). Trevor was kind, soft-spoken, patient, worked extremely hard, never complained, went above and beyond the call of duty (he made extra trips to get parts and machines just so we would be completely satisfied), finished the job to the end (even staying until 11:00 PM at night to get it all completed for us), was meticulous and thorough with his work (when he accidentally smudged his wet concrete around the new floor drain as he was trying to fix something else, he stopped what he was doing, took his trowel, and smoothed out the wet concrete to perfection), cleaned up after himself, and was extremely careful with our possessions and house so as not to damage or break or scrape anything.
But that wasn't all. The next morning, when the floor drain, to our disappointment, backed up again, I called Justin at One Hour Rooter to inform him that the issue had not been resolved. Justin sent Trevor out to our house right away, within a half an hour after I called, and Trevor went right back to work. He discovered that the core problem was in our main drain line. He then brought out the big gun - a large drain machine with a 100-foot snake cable with a tip for cutting tree roots. Trevor brought that heavy machine down to our basement, step by step, all by himself, being careful not to damage our stairs or doors as he went through them. I never heard one complaint or grumble. In fact, when I commented on how hard he was working, Trevor replied that it was all okay and that the work was not bad at all. Trevor took the time, in a cramped working space, to feed the cable through our main line. At about 60 feet - whoosh - both of us could hear the line was cleared, but Trevor sent the cable all the way to its end just to make sure. He then pulled the cable back out. When the machine started to give him resistance, Trevor turned it off and, all the while bending over, pulled the cable back by hand! We then turned on all the faucets in the house, let the water run for awhile, and behold, no back up from the drain! Later, my wife and I ran the dishwasher, the washing machine, and the shower all at the same time. No back up. Problem solved. No extra charge.
My wife and I were quite impressed with the price, quality of parts, and service of One Hour Rooter. And if Trevor is indicative of the type of plumbers they have on their team, then they have us sold on their company.
Thank you to One Hour Rooter, and to Trevor, for a job well done, at a fair price, and with a friendly demeanor. Qualities rare and refreshing these days in which we live.
My 90 year old father was having drain problems. I called One Hour Rooter and explained the situation, and let them know my dad was elderly and on a fixed income. The phone estimate indicated they could do the job for about $140.00. They came and took a look at my dad's drain and then told him they would come back the following day to do the work. They collected a check for $1,300.00 from my dad before completing the job. I realize there may have been more work than what we initially thought, but it seemed outrageous to go from $140.00-$1,300.00. I couldn't help but feel they were taking advantage of a vulnerable old man.
I am rejecting this response because:
That is a false statement about the cleanup. If they arrived in a timely manner there would not have been the amount of cleanup needed. I have pictures .There is no more warranty on this line, the two years is up.The Attorney General has no teeth when it comes to this type of complaint, I know that and one hour rooter should know that also. They sided with me and said to bring them to small claims court.The complaint was sent,for the record . They are now on file there. As a consumer I feel the need to warn others of there customer no service operation they have. Four in half days with raw sewage in a house is unprecendented in there industry.We also need to remember when Justin called me back 4 days later he said he had no idea this was going on this long.Bad management ,very bad customer service.Thank You for following up
Initial Business Response /* (1000, 5, 2015/03/03) */
Hi [redacted]
I am sorry to here your sewer continues backing up through the floor drain. As it is the lowest drain opening in the home it will be the first place to reveal a sewer back up. I'm a little taken aback with this complaint, as we just...
came to your home to day at your request and installed a back water valve at no additional cost to you. In the same day as you scheduled/invited our technician to come to your home and perform more services, you filed a complaint about work performed 3 months ago.
With that in mind and understanding there is more to your frustration then you patients would allow you to right, I would be happy to discuss a refund of some type. I would ask you to keep in mind that even though you are frustrated currently, we did install a new floor drain and clean that line of sludge from you sewer backing up. Also the floor drain is still under warranty. The same warranty that you received the benifits from just earlier today.
To address your ongoing sewer problems, that is a separate drain and issue the the floor drain. Even with a backwater valve you may still have sewer backups.
I would be happy to talk on the phone or through the Revdex.com. I will proceed however you are more comfortable.
[redacted]
Manager
One Hour Rooter
Initial Consumer Rebuttal /* (3000, 7, 2015/03/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They came out and did install a valve today. The valve they installed I called them on two separate occasions. They were to be out yesterday after I called Saturday. As I stated they did not even give me a courtesy call that they would not be out. [redacted] told me Satyrday 2/28 they would be out first thing Monday 3/2. I called them this morning and [redacted] was rude and said that I do not have anyone in your area. [redacted] is not being truthful at all. He has never contacted me even though I asked [redacted] to have him do so. Bottom line is that when I was told that if they did this repair my basement would never back up again. That is the only reason I decided to even do the repair.
Things get worse. [redacted] did come out and put the valve in today that was to be installed months ago ( had my basement not flooded like I was told it never would again by [redacted]) and guess what. My basement flooded again. Not sewer back up I did get that resolved. But it flooded because the valve they installed does not allow water to flow when my water softener cycles. I am sick of the lies. When I seen more water than ever before I was not happy at all. So I removed the valve and the nice clean cool water went down the drain no problem. I will not stop with this. I was told by [redacted]. "If you do this repair and your water main line does clog your basement will never flood again" that is the only reason I even did repair. The line in basement always drained just fine. They are not truthful, they just want more and more money. I am at my wits end with this. The valve made matters worse!
[redacted]'s response is nothing more than more lies and sales talk.
Thank you.!
Final Consumer Response /* (3000, 24, 2015/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept your offer. Let's just have you return and replace my old floor drain that is doing the same thing that the new one I paid for is doing. Then I will be happy. You need to do way better than that. I told what I wanted. All my money back. You then asked how much I stated $700, which I feel is fair. $178 is a very low ball offer and I am affended. Let's just replace with my old drain???
Final Business Response /* (4000, 26, 2015/03/18) */
Sorry you are offended buy the counter offer. If your counter offer is a request for an old floor drain instead of a refund, we would be happy to work that out. The next floor drain we replace can be saved for you. Is that what you really want?
I'm Sorry Mr. [redacted] is displeased with his service but that is how much it would cost for us to do the work. By taking off the access panel our technician could see the piping and based on the age and condition of the pipes he did not feel comfortable running a snake down the drain as it could...
cause more damage. The piping under the kitchen sink was done the next day as we did not have a plumber available at the time so I feel Mr.[redacted] had ample time to cancel service if he was displeased with the price. I have spoken to my technician about the conversation Mr.[redacted] believes he had with his tenant and he has denied it. I have no way of proving what was said between them but I apologize if there was anything negative spoken about you.
Initial Business Response /* (1000, 6, 2014/09/22) */
On 9/3/14 we were contacted to come to [redacted] home and advise them on their drain issues. After inspecting the drain issues it was noted that the main sewer was blocked and also the floor drain was draining slow. ** was presented with...
the recommended services and the cost of those services. After ** initialed next to each recommend service and the cost of each service and signed the invoice authorizing the technician to proceed, the technician performed those services. As the technician worked on the drains, it became apparent that more work was needed. The technician spoke with ** and recommended the "Prime Package", which is the best service we offer and also comes with the best warranty. ** again agreed to this service and initialed next to the service and different price. A different set of technicians arrived to perform the services. While the second set of technicians was onsite working, [redacted] called and spoke with one of the technicians. She asked if we could also get the bathroom sink draining and if we could camera and record what her drain looks like when we were done and leave a copy. She was told that our camera cannot record, but we would be willing to camera it if someone wanted to see it. Neither the camera nor the sink was included in the services or price that ** agreed to. After completing the work that was agreed to in the contract, we attempted to auger the bathroom sink as requested over the phone. The sink originally did not drain. In the process of auguring the sink drain the cable became stuck. We were forced to abandon the cable. It's nobody's fault. It is impossible and unrealistic for anybody to see hazards that are covered in walls and or flooring. Cables do not get stuck in problem free piping. The fact that it doesn't drain also suggest the pipe may be problematic. This type of thing happens from time to in the drain cleaning industry. As a company, One Hour Rooter does not assume liability for the condition of piping when servicing said pipe. It's described in writing above the signature on all invoices. The complaint implies One Hour Rooter is reluctance to camera the drain. ** was offered over the phone to have the sewer cameraed but declined someone coming immediately to camera his drain because he had to go to work. He was told that was fine and all he needs to do is call the office and get it scheduled for a time that works for him. That offer still stands. It appears the main concern is the cable being stuck in the pipe. There is no mention of problems with the original work described and performed or the other additional work that was done. The floor drain and laundry tub were draining slow when we arrived. Both were serviced and are draining great. The existing clean out cover when we arrived had a hole in it. We replaced that also. The $800-$1200 was given as a price for One Hour Rooter to correct the piping issue where the cable is stuck. The complaint states that $800-$1200 must be paid to make further repairs. That is not correct. That was only the bid for One Hour Rooter to make the additional repairs.
In response to the desired resolution:
1. Before and after video camera inspection.
a. As mentioned above, the camera offer still stands.
2. Reducing the purchased price to cover cost of additional repair needed.
a. While acknowledging there is additional work needed and a cost to have that work performed, One Hour Rooter does not acknowledge the liability for the additional issue with the pipe or the cost to make repairs.
b. This is the first mention of a request for money given back. All Previous requests have been for more work at no cost. A price reduction is possible within reason.
One Hour Rooter has offered and done everything that was promised and asked of it. Except the additional work at no cost.
Initial Consumer Rebuttal /* (3000, 8, 2014/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company should compensate $1,200 for sink repair, poor services, and if we were to find anything wrong with our mainline after proper inspection we will be asking for a full refund.
Reasons are as follows:
#1... ** never signed the invoice for One Hour Rooter to work on the sink, he never discussed the sink. If they knew the sink was not part of the package deal, why are they willing to work on it when Abby asked over the phone? She only asked because she understood it was included in the package. Why didn't the company advised Abby of that and or possible damage in the first place? ** never discussed or approved for them to work on the sink on the invoice. Now that they screwed up, left a broken cable in the sink, caused more damaged than they said is not part of the package deal? Where is the justice in that?
#2..THE TRUTH..There was NO inspection of the mainline! The company said in their own words "it's impossible and unrealistic to see the condition in the pipe covered by wall and floor", if they didn't televised send a camera through the mainline for inspection how can they see and be sure what the problem is and how to correct it in the first place? We've called many plumbing companies all of them will not do or suggest "Hydro Jetting" without doing a video camera inspection first! And this kind of powerful service is mostly done on restaurants, large buildings such as a business or apartment buildings.. is rarely done at a single home.
#3... We've called numerous times to schedule the video camera inspection and every time we were told they will check with the camera people and call us back. WE NEVER HEARD BACK ABOUT THAT! The only time they called and talked with us was all about SALES!
This company is wasting our valuable time. We don't want your business anymore! If the company is "professional" and friendly like they claimed to be at least have the diligence to apologize to customers when they messed-up, but instead they covered it up with lies.
Final Business Response /* (4000, 10, 2014/09/24) */
I sincerely apologize about the misunderstanding.
What is a good time to camera your mainline? There will be no charge.
I would be happy to give you money back as a resolution. However, at this point we have only collected $695 dollars. $1200 dollar refund is not an option. We do have a posted dated check for the second half of payment. I would be willing to exchange that check for a different check or form of payment for $400. That would be a $295 dollar refund or approx 20%.
As for the sink drain, I'm not clear if you are arguing that you did or did not ask us to try to auger it. Unfortunately the cable did get stuck when we tried to auger it. The sink drain needing repairing to be augured is not something that can be revealed by cameraing the mainline sewer. The mainline sewer has a 4" diameter. The sink drain has a 1-1/4" diameter, the camera will not fit.
[redacted]
One Hour Rooter