After reviewing the complaint that Ms [redacted] submitted to the Revdex.com, I sat down and discussed the matter with Jon, the technician who provided the service to the [redacted] household on 11/ I also reviewed his proposal and invoice for service, and called the ***es to discuss the matter Mr [redacted] called me back and we had a very nice conversation about the service that was provided and how it failed to meet his expectationsKaty, my office employee, had been impolite to Ms [redacted] when they spoke on the phone about her concerns with her service, and I explained to her husband in no uncertain terms that this was entirely unacceptable I apologized sincerely for the mistreatment his wife received and assured him that I would take the matter up with Katy personally to ensure that it does not happen again.With regards to the complaints that were levied about the caliber of service the [redacted] family received, we had a difference of opinion but respectfully discussed the matter and I believe resolved it mutually The Muncie Sanitary Department employee that came out explained that their sewer was in good condition and not in need of work In the process of our conversation and my conversation with my technician, it was determined that groundwater is penetrating the connections in the clay tile during rain, which is a sure sign that root growth has created gaps in the pipe While the City of employee may not feel that root growth in the pipes and separations in the tile that result in groundwater entering the sanitary sewer is a cause for concern, I respectfully disagree.At Roto-Rooter, we provide our customers who have the jet service with a 6-month warranty, where we return at no additional charge and clean the sewer in the event that it backs up again When we find flaws in the sewer system like this, it is our responsibility to inform the customer and provide them with a price to prevent future backups Short of repairing their line, I cannot say the line won't continue to get root growth and isn't at risk to back up again at any time, particularly if heavy rain occurs If flooded and their sewer backed up again in months, we would be responsible for failing to inform them of the problems with their sewer tile.I very much appreciated the opportunity to hear from the [redacted] family about their experience, because addressing complaints like this personally allows us to find out where we are falling short of expectations and work to improve We didn't do a good job of treating Ms [redacted] respectfully when she called in, which I apologize from sincerelyWhile we may differ on our professional opinion from the City of Muncie's employee that came out, I assured Mr [redacted] that we will honor our warranty and I provided my cell phone so he can call me personally in the event that he has any further problems with his sewer tile in the future.John [redacted] Regional Manager/Owner
After reviewing the complaint that Ms. [redacted] submitted to the Revdex.com, I sat down and discussed the matter with Jon, the technician who provided the service to the [redacted] household on 11/28. I also reviewed his proposal and invoice for service, and called the [redacted]es to discuss the matter....
Mr. [redacted] called me back and we had a very nice conversation about the service that was provided and how it failed to meet his expectations. Katy, my office employee, had been impolite to Ms. [redacted] when they spoke on the phone about her concerns with her service, and I explained to her husband in no uncertain terms that this was entirely unacceptable. I apologized sincerely for the mistreatment his wife received and assured him that I would take the matter up with Katy personally to ensure that it does not happen again.With regards to the complaints that were levied about the caliber of service the [redacted] family received, we had a difference of opinion but respectfully discussed the matter and I believe resolved it mutually. The Muncie Sanitary Department employee that came out explained that their sewer was in good condition and not in need of work. In the process of our conversation and my conversation with my technician, it was determined that groundwater is penetrating the connections in the clay tile during rain, which is a sure sign that root growth has created gaps in the pipe. While the City of employee may not feel that root growth in the pipes and separations in the tile that result in groundwater entering the sanitary sewer is a cause for concern, I respectfully disagree.At Roto-Rooter, we provide our customers who have the jet service with a 6-month warranty, where we return at no additional charge and clean the sewer in the event that it backs up again. When we find flaws in the sewer system like this, it is our responsibility to inform the customer and provide them with a price to prevent future backups. Short of repairing their line, I cannot say the line won't continue to get root growth and isn't at risk to back up again at any time, particularly if heavy rain occurs. If flooded and their sewer backed up again in 3 months, we would be responsible for failing to inform them of the problems with their sewer tile.I very much appreciated the opportunity to hear from the [redacted] family about their experience, because addressing complaints like this personally allows us to find out where we are falling short of expectations and work to improve. We didn't do a good job of treating Ms. [redacted] respectfully when she called in, which I apologize from sincerely. While we may differ on our professional opinion from the City of Muncie's employee that came out, I assured Mr. [redacted] that we will honor our warranty and I provided my cell phone so he can call me personally in the event that he has any further problems with his sewer tile in the future.John [redacted]Regional Manager/Owner
After reviewing the complaint that Ms [redacted] submitted to the Revdex.com, I sat down and discussed the matter with Jon, the technician who provided the service to the [redacted] household on 11/ I also reviewed his proposal and invoice for service, and called the ***es to discuss the matter Mr [redacted] called me back and we had a very nice conversation about the service that was provided and how it failed to meet his expectationsKaty, my office employee, had been impolite to Ms [redacted] when they spoke on the phone about her concerns with her service, and I explained to her husband in no uncertain terms that this was entirely unacceptable I apologized sincerely for the mistreatment his wife received and assured him that I would take the matter up with Katy personally to ensure that it does not happen again.With regards to the complaints that were levied about the caliber of service the [redacted] family received, we had a difference of opinion but respectfully discussed the matter and I believe resolved it mutually The Muncie Sanitary Department employee that came out explained that their sewer was in good condition and not in need of work In the process of our conversation and my conversation with my technician, it was determined that groundwater is penetrating the connections in the clay tile during rain, which is a sure sign that root growth has created gaps in the pipe While the City of employee may not feel that root growth in the pipes and separations in the tile that result in groundwater entering the sanitary sewer is a cause for concern, I respectfully disagree.At Roto-Rooter, we provide our customers who have the jet service with a 6-month warranty, where we return at no additional charge and clean the sewer in the event that it backs up again When we find flaws in the sewer system like this, it is our responsibility to inform the customer and provide them with a price to prevent future backups Short of repairing their line, I cannot say the line won't continue to get root growth and isn't at risk to back up again at any time, particularly if heavy rain occurs If flooded and their sewer backed up again in months, we would be responsible for failing to inform them of the problems with their sewer tile.I very much appreciated the opportunity to hear from the [redacted] family about their experience, because addressing complaints like this personally allows us to find out where we are falling short of expectations and work to improve We didn't do a good job of treating Ms [redacted] respectfully when she called in, which I apologize from sincerelyWhile we may differ on our professional opinion from the City of Muncie's employee that came out, I assured Mr [redacted] that we will honor our warranty and I provided my cell phone so he can call me personally in the event that he has any further problems with his sewer tile in the future.John [redacted] Regional Manager/Owner
After reviewing the complaint that Ms. [redacted] submitted to the Revdex.com, I sat down and discussed the matter with Jon, the technician who provided the service to the [redacted] household on 11/28. I also reviewed his proposal and invoice for service, and called the [redacted]es to discuss the matter....
Mr. [redacted] called me back and we had a very nice conversation about the service that was provided and how it failed to meet his expectations. Katy, my office employee, had been impolite to Ms. [redacted] when they spoke on the phone about her concerns with her service, and I explained to her husband in no uncertain terms that this was entirely unacceptable. I apologized sincerely for the mistreatment his wife received and assured him that I would take the matter up with Katy personally to ensure that it does not happen again.With regards to the complaints that were levied about the caliber of service the [redacted] family received, we had a difference of opinion but respectfully discussed the matter and I believe resolved it mutually. The Muncie Sanitary Department employee that came out explained that their sewer was in good condition and not in need of work. In the process of our conversation and my conversation with my technician, it was determined that groundwater is penetrating the connections in the clay tile during rain, which is a sure sign that root growth has created gaps in the pipe. While the City of employee may not feel that root growth in the pipes and separations in the tile that result in groundwater entering the sanitary sewer is a cause for concern, I respectfully disagree.At Roto-Rooter, we provide our customers who have the jet service with a 6-month warranty, where we return at no additional charge and clean the sewer in the event that it backs up again. When we find flaws in the sewer system like this, it is our responsibility to inform the customer and provide them with a price to prevent future backups. Short of repairing their line, I cannot say the line won't continue to get root growth and isn't at risk to back up again at any time, particularly if heavy rain occurs. If flooded and their sewer backed up again in 3 months, we would be responsible for failing to inform them of the problems with their sewer tile.I very much appreciated the opportunity to hear from the [redacted] family about their experience, because addressing complaints like this personally allows us to find out where we are falling short of expectations and work to improve. We didn't do a good job of treating Ms. [redacted] respectfully when she called in, which I apologize from sincerely. While we may differ on our professional opinion from the City of Muncie's employee that came out, I assured Mr. [redacted] that we will honor our warranty and I provided my cell phone so he can call me personally in the event that he has any further problems with his sewer tile in the future.John [redacted]Regional Manager/Owner