Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me should all agreements be honored.
Regards,
[redacted]
Mr. Rooter Plumbing has met with the customer and has agreed to a refund of $1700.00, they will also to pay for the drywall repair. once the invoice is received. An acceptance letter will be drafted and once a signed copy is returned the refund will be made either by check or by a credit to the...
GOOD AFTERNOON,OUR MANAGER CHRIS G[redacted] STATED THAT HE HAS SENT THE ITEMIZED LIST AND PRICE TO THE CUSTOMER ON MONDAY, JULY 27TH. WE WILL AWAIT YOUR RESPONSE.THANK YOU!
New comment from complainant.My mom, the elderly client, is sick with worry hoping to resolve this issue. To date, no response has...
been received concerning our statement to pay $391.17, the amount Mr.Rooter wrote on their last itemized invoice for the 'removal of the shower stall unit'. A money order (# [redacted] drawn in New York Community Bank) was mailed via registered mail to Mr. Rooter, [redacted]. This payment satisfies [redacted]'s bill for services rendered by Mr. Rooter, for the removal of the shower stall on July 8, 2015.Thank you for your time and efforts.Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
THE LEAK WE DISCOVERED WAS REPAIRED. THE ADDITIONAL LEAK WAS THE FAULT OF AN INCORRECT INSTALLATION OF THE SHOWER STALL. CHRIS DID NOT WANT TO CAULK THE STALL TO FIX A LEAK AS THIS MAY POSE A BIGGER PROBLEM IN THE FUTURE THAT WOULD THEN BECOME OUR WARRANTY ISSUE. AS A GOOD FAITH GESTURE WE WOULD...
OFFER A REFUND OF $100.00 THOUGH ARE PRICE FOR THE REPAIR WAS JUST. PLEASE LET ME KNOW. THANK YOU
The sewer in question had multiple problems. The sewer was damaged on private property and Mr. Rooter was contracted to make the repair on 11/27/15. Mr Rooter started the work 4 days later on 12/1/15. After repairs were made on private property Mr Rooter inspected the remaining portion of sewer out...
to the street, another problem was located in the city right of way. The city was notified and they repaired the problem in the street. Mrs. [redacted] called Mr Rooter several times stating that she was going to try to get the city to pay her for damage to her home and try to get them to pay Mr Rooter for the repairs needed on her private property. The cost of this project and price quoted to Mrs. [redacted] had never been questioned or disputed. Mrs [redacted] however has questioned "who is responsible" after being told several times by the city that the necessary repairs on private property were her responsibility. Now after the service has been provided, and the city has refused to pay her bill, she questions the price. Feel free to contact me with any further questions.Thank You, Steve K[redacted]
Good Afternoon,I have attached a report from [redacted] regarding the [redacted] property. Please browse through until you come to the page where the property had been listed, priced reduced, listed, price reduced... I am using this to show a pattern of reducing the price all the way back to 2010 in an effort to sell the property, long before the claims that our work had some bearing on the sale price. We stand behind our work 100% and our offer of $250.00 for the gutter work still stands. Mr. Rooter regrets that this may go unresolved but this will be our final correspondence. Thank You!
Ref: Complaint #[redacted] [redacted] [redacted] Mr. Rooter Plumbing would like to begin by apologizing as this is the first we are hearing of the proposal not being "readable". A typed copy as well as this letter will be sent to [redacted] and...
the Revdex.com. The entire project was handled by [redacted]. Tice contract must have been "readable" at the time due to signature lines of acceptance being initialed and signed by [redacted]? Per our proposal and invoice, there was no request made nor was a charge collected for site drawings. Mr. Rooter Plumbing had in fact sent a technician out and he did make a sketch for her free of charge, a copy is attached as well. [redacted] had been notified repeatedly that our yard work was completed at the completion of the project. As a favor, also free of charge, Mr. Rooter Plumbing made two additional visits to remove large landscape figurines and provided additional clean up to help with the sale of the home. Work done above ground on downspouts and gutters was completed by a gutter company sub contracted by Mr. Rooter Plumbing. Mr. Rooter Plumbing had the gutter company return and address the issues, we were unaware that it was still unsatisfactory and will follow up. Mr. Rooter will be in touch on that issue.
From: [redacted] <v[redacted]@mumindustries.com>Date: Thu, Aug 18, 2016 at 12:25 PMSubject: complaint #[redacted]To: "[redacted][email protected]" <[redacted][email protected]>Dear [redacted],I have attached copies of the documentation that is on file with the City of [redacted] Service Dept. It is a good sized file; I hope you are able to open it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[redacted]11:23 AM (3 hours ago)to me Dear [redacted] – Just received your notification that this complaint has been closed due to our lack of response to the 07/20/2016 response from Mr. Rotor. We never received notification of the 07/20/2016 response from Mr. Rotor which is why we have not responded to their latest comments. Since the system is not allowing me to respond I thought I would send this direct to you. Yes, the price of the house has been lowered over the years in an attempt to sell it, but what we are referring to is the fact that we had a written sales agreement for $335,000 pending the buyers independent inspection of the house. Once the inspection was completed they listed many items that they wanted addressed, including the gutter and yard. In order to keep the sale going forward and to avoid additional repair expenses we agreed to lower the price an additional $3,000 to the final sale price of $332,000. Hence the figure that we requested. My mother and I are at a loss as to what to do on this. It is more than just the gutter and yard issues. It has been a lack of their follow up and customer service. As an example; The title company used for the closing requested that Mr. Rotor provide them proof of payment by us for the work done so that they could issue warranty insurance for the new owner. After a couple of weeks of trying to get a simple form signed, the title company came to us for proof of the various payments. (Plumbing and basement restoration work) Fortunately we were able to provide them with the needed information, but it shouldn’t have been such a major issue and should have been handled by Mr. Rotor. They never followed up with what they said they were going to do. In fact they stated in one of their responses to this Revdex.com complaint that they would mail us the originals of the attachments (letter, typed work order and drawing of pipe locations) we never received them. An example of the various internal departments not communicating with each other: Mr. Rotor also installed a hot water tank during this transaction and we called the office at least half a dozen times requesting the paperwork on the new tank in order to leave it for the new owners. It took almost four weeks and then we received a photocopy of the information. We later discovered that the original paperwork had been attached to the hot water tank in the basement. My point is why didn’t someone just tell us that it was attached to the new tank instead of us having to nag and fuss. The communication between the various internal departments is terrible. I could go on about many other issues, but I am sure that it would fall on deaf ears. It is hard for me to comprehend how a business can be so combative with customers especially after spending $20,000. It feels like once Mr. Rotor gets the money and completes the job, they are off to the next job and could care less about follow-up and customer service. All I know is if we provided customer service like they do we would have been out of business a long time ago. As an insurance agent, we are asked by our customers to recommend various contractors and there is no doubt that they will never be recommended by us. Your help and suggestions on how to proceed would be greatly appreciated. [redacted], President[redacted] INSURANCE SERVICE, INC.[redacted][email protected](440) 949-7171Fax (440) 949-2788
We have reached out to the customer by phone and email, for over a week, and have not received a response back. We wanted to make this right with the customer, but cannot with the lack of communication.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me should all agreements be honored.
Regards,
[redacted]
Mr. Rooter Plumbing has met with the customer and has agreed to a refund of $1700.00, they will also to pay for the drywall repair. once the invoice is received. An acceptance letter will be drafted and once a signed copy is returned the refund will be made either by check or by a credit to the...
[redacted] loan. Thank You!
GOOD AFTERNOON,OUR MANAGER CHRIS G[redacted] STATED THAT HE HAS SENT THE ITEMIZED LIST AND PRICE TO THE CUSTOMER ON MONDAY, JULY 27TH. WE WILL AWAIT YOUR RESPONSE.THANK YOU!
Chris's offer of a $100.00 refund still stands. Thank you!
New comment from complainant.My mom, the elderly client, is sick with worry hoping to resolve this issue. To date, no response has...
been received concerning our statement to pay $391.17, the amount Mr.Rooter wrote on their last itemized invoice for the 'removal of the shower stall unit'. A money order (# [redacted] drawn in New York Community Bank) was mailed via registered mail to Mr. Rooter, [redacted]. This payment satisfies [redacted]'s bill for services rendered by Mr. Rooter, for the removal of the shower stall on July 8, 2015.Thank you for your time and efforts.Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
THE LEAK WE DISCOVERED WAS REPAIRED. THE ADDITIONAL LEAK WAS THE FAULT OF AN INCORRECT INSTALLATION OF THE SHOWER STALL. CHRIS DID NOT WANT TO CAULK THE STALL TO FIX A LEAK AS THIS MAY POSE A BIGGER PROBLEM IN THE FUTURE THAT WOULD THEN BECOME OUR WARRANTY ISSUE. AS A GOOD FAITH GESTURE WE WOULD...
OFFER A REFUND OF $100.00 THOUGH ARE PRICE FOR THE REPAIR WAS JUST. PLEASE LET ME KNOW. THANK YOU
There is nothing more for us to add. We stand by our original statement which is the truthful response.
The sewer in question had multiple problems. The sewer was damaged on private property and Mr. Rooter was contracted to make the repair on 11/27/15. Mr Rooter started the work 4 days later on 12/1/15. After repairs were made on private property Mr Rooter inspected the remaining portion of sewer out...
to the street, another problem was located in the city right of way. The city was notified and they repaired the problem in the street. Mrs. [redacted] called Mr Rooter several times stating that she was going to try to get the city to pay her for damage to her home and try to get them to pay Mr Rooter for the repairs needed on her private property. The cost of this project and price quoted to Mrs. [redacted] had never been questioned or disputed. Mrs [redacted] however has questioned "who is responsible" after being told several times by the city that the necessary repairs on private property were her responsibility. Now after the service has been provided, and the city has refused to pay her bill, she questions the price. Feel free to contact me with any further questions.Thank You, Steve K[redacted]
Good Afternoon,I have attached a report from [redacted] regarding the [redacted] property. Please browse through until you come to the page where the property had been listed, priced reduced, listed, price reduced... I am using this to show a pattern of reducing the price all the way back to 2010 in an effort to sell the property, long before the claims that our work had some bearing on the sale price. We stand behind our work 100% and our offer of $250.00 for the gutter work still stands. Mr. Rooter regrets that this may go unresolved but this will be our final correspondence. Thank You!
Ref: Complaint #[redacted] [redacted] [redacted] Mr. Rooter Plumbing would like to begin by apologizing as this is the first we are hearing of the proposal not being "readable". A typed copy as well as this letter will be sent to [redacted] and...
the Revdex.com. The entire project was handled by [redacted]. Tice contract must have been "readable" at the time due to signature lines of acceptance being initialed and signed by [redacted]? Per our proposal and invoice, there was no request made nor was a charge collected for site drawings. Mr. Rooter Plumbing had in fact sent a technician out and he did make a sketch for her free of charge, a copy is attached as well. [redacted] had been notified repeatedly that our yard work was completed at the completion of the project. As a favor, also free of charge, Mr. Rooter Plumbing made two additional visits to remove large landscape figurines and provided additional clean up to help with the sale of the home. Work done above ground on downspouts and gutters was completed by a gutter company sub contracted by Mr. Rooter Plumbing. Mr. Rooter Plumbing had the gutter company return and address the issues, we were unaware that it was still unsatisfactory and will follow up. Mr. Rooter will be in touch on that issue.
From: [redacted] <v[redacted]@mumindustries.com>Date: Thu, Aug 18, 2016 at 12:25 PMSubject: complaint #[redacted]To: "[redacted][email protected]" <[redacted][email protected]>Dear [redacted],I have attached copies of the documentation that is on file with the City of [redacted] Service Dept. It is a good sized file; I hope you are able to open it.
Upon receipt of the money order we will consider the matter closed. Thank You
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[redacted]11:23 AM (3 hours ago)to me Dear [redacted] – Just received your notification that this complaint has been closed due to our lack of response to the 07/20/2016 response from Mr. Rotor. We never received notification of the 07/20/2016 response from Mr. Rotor which is why we have not responded to their latest comments. Since the system is not allowing me to respond I thought I would send this direct to you. Yes, the price of the house has been lowered over the years in an attempt to sell it, but what we are referring to is the fact that we had a written sales agreement for $335,000 pending the buyers independent inspection of the house. Once the inspection was completed they listed many items that they wanted addressed, including the gutter and yard. In order to keep the sale going forward and to avoid additional repair expenses we agreed to lower the price an additional $3,000 to the final sale price of $332,000. Hence the figure that we requested. My mother and I are at a loss as to what to do on this. It is more than just the gutter and yard issues. It has been a lack of their follow up and customer service. As an example; The title company used for the closing requested that Mr. Rotor provide them proof of payment by us for the work done so that they could issue warranty insurance for the new owner. After a couple of weeks of trying to get a simple form signed, the title company came to us for proof of the various payments. (Plumbing and basement restoration work) Fortunately we were able to provide them with the needed information, but it shouldn’t have been such a major issue and should have been handled by Mr. Rotor. They never followed up with what they said they were going to do. In fact they stated in one of their responses to this Revdex.com complaint that they would mail us the originals of the attachments (letter, typed work order and drawing of pipe locations) we never received them. An example of the various internal departments not communicating with each other: Mr. Rotor also installed a hot water tank during this transaction and we called the office at least half a dozen times requesting the paperwork on the new tank in order to leave it for the new owners. It took almost four weeks and then we received a photocopy of the information. We later discovered that the original paperwork had been attached to the hot water tank in the basement. My point is why didn’t someone just tell us that it was attached to the new tank instead of us having to nag and fuss. The communication between the various internal departments is terrible. I could go on about many other issues, but I am sure that it would fall on deaf ears. It is hard for me to comprehend how a business can be so combative with customers especially after spending $20,000. It feels like once Mr. Rotor gets the money and completes the job, they are off to the next job and could care less about follow-up and customer service. All I know is if we provided customer service like they do we would have been out of business a long time ago. As an insurance agent, we are asked by our customers to recommend various contractors and there is no doubt that they will never be recommended by us. Your help and suggestions on how to proceed would be greatly appreciated. [redacted], President[redacted] INSURANCE SERVICE, INC.[redacted][email protected](440) 949-7171Fax (440) 949-2788
We have reached out to the customer by phone and email, for over a week, and have not received a response back. We wanted to make this right with the customer, but cannot with the lack of communication.