Mr [redacted] called and explained that the GPS is only a general location not a direct stop it just isn't that directThe customer's item could have been stolen but they were not there at the time of delivery and can't be certain it was not stolen or that the truck did not arrive Mr [redacted] called and explained that the GPS is only a general location not a direct stop it just isn't that directThe business states again that the customer's items were delivered and then they were given a confirmation to charge the customer's cardWhile it is not ideal the customer was not home at the time of delivered at the time the customer was called the items were dropped off and delivered as stated in the previous response provided Mr [redacted] called and explained that the GPS is only a general location not a direct stop it just isn't that directThe customer's item could have been stolen but they were not there at the time of delivery and can't be certain it was not stolen or that the truck did not arrive
Revdex.com Case #***
This letter is our response to the above referenced complaint by *** *** ***Our Service technician, *** ***, serviced *** *** home at *** *** *** *** *** *** on May 12,
Our Invoice
#*** is included with this response*** *** was quoted a price out of the Trade Service Plumber's Pricing Manual to either repair or replace the tub strainer*** *** was given a price range depending on whether we had to repair or replace the itemIf we had replaced the item it would have been $394.95, *** only had to reseal the strainer using Plumbers putty so the price was only $
*** *** signed the invoice that said, "I acknowledge completion of the above described work which has been done to my complete Satisfaction." *** *** signed and printed his name acknowledging that that work was done to his satisfactionIf there had been an issue, he could have called the office before signing and talked with a manager*** *** did not, and offered his credit card which was ran at the time of service
*** *** called the office after the technician left and asked for a breakdown of the chargesLabor was $and Parts purchased were $*** *** wanted to argue that he should have been able to keep the Plumbers Putty purchasedUsually this is not an item that the home*** wants to keep, but my technician immediately took the putty back to *** ***, who wanted to argue with the technician some more. Our *** ***, *** ***, called *** *** and asked what more could we do to make him happy*** *** wanted to argue with our *** ***/*** that we do not pay sales tax correctly
First of allit is none of *** ***'s business how my business pays sales taxWe pay sales tax at time of purchase to the State of Virginia
*** *** even stated in his complaint that I’m unsure if such a company has a legal right and if they do pay enough taxes to the government." Again, this is not the customer's businessMy company pays sales tax at time of purchase on EVERY partPeriod. *** *** tried to explain that to *** ***, but again, he just wanted to argue
According to the Desired Amount, the purchase price was $and the disputed amount was $*** *** only wants to pay $for his serviceThat is the heart of the whole complaint. He only wants to pay S50.00, even after signing the invoice AND paying with his credit card*** *** was given the putty as he asked forHe is due nothing else from us
We have had an impeccable reputation with the Revdex.com for the past twelve yearsIf there were been a complaintWe have always gone above and beyond to make our customers happyHowever, we choose not to do any more business with *** *** and are sorry that he only wants to pay $for services*** ***'s complaint was rambling and even hard to understand*** ***, our service technician, read the complaint and said *** *** stated many untruthsAs far as the invoice not being filled out the way *** *** wantedWe offered him a breakdown of the invoiceThat should be sufficientI hope this clears up the matter
*** ***
***
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
Both attachments to your email were about 3-D printing: nothing about this case
Mr *** called and explained that the GPS is only a general location not a direct stop it just isn't that directThe customer's item could have been stolen but they were not there at the time of delivery and can't be certain it was not stolen or that the truck did not arrive.
Mr *** called and explained that the GPS is only a general location not a direct stop it just isn't that directThe business states again that the customer's items were delivered and then they were given a confirmation to charge the customer's cardWhile it is not ideal the customer was not home at the time of delivered at the time the customer was called the items were dropped off and delivered as stated in the previous response provided
Mr *** called and explained that the GPS is only a general location not a direct stop it just isn't that directThe customer's item could have been stolen but they were not there at the time of delivery and can't be certain it was not stolen or that the truck did not arrive
This company came to my house and charged me $to replace the pitless adapter on my well pump When I called other companies and asked them how much it would cost to replace the pitless adapter, they told me it would cost about $I was in a position where I had a geyser gushing out of my lawnSo I paid the $1500, and not only did my water still not work, but the technician left my house out of code and my family with no water for three weeks I called the tech back and explained that my family still didn't have water, and two weeks later he finally shows up to my house and informs me that I would be better off fixing the issue on my own with my own time and money that I do not have(especially since they just stole $from me This company is a thief! they care nothing about the fact that they left my family of with no water for three weeks, and they care nothing about the fact that they stole $from me right near Christmas When I called the owner on a Wednesday to try to rectify things, the owner simply stated that they would get back with the technician the following Monday to see if there is a solution to my problem Ummm, hello, this is Wednesday!! And my family has been without water because of your company for three weeks!!! I cannot wait until Monday So to sum it up, I wouldn't recommend this company to anyone They are thiefs, liars and all around ss
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear in the attachment attached in this mail describing the complaint response and the company's invoice we had received
Please let me know if you have any further queries
Thank you
Regards,
*** ***
Dear RevDex.com,
Thank you for taking care of our issuer would like to first talk about what the *** of Roto Rooter states in their previous statement to Revdex.com
Rota Rooter statement: "*** *** was quoted a price out of the Trade Service Plumber's Pricing Manual to either repair or replace the tub strainer*** ***l was given a price range depending on whether we had to repair or replace the itemIf we had replaced the item it would have been $394.95." My response: This written statement is falseRoto Rooter technician *** *** never mentioned us the quote before proceeding with the repair or replacement. They never mentioned us a price range on the phone as well in person when he came to inspect the issueIf they did tell us, why would we even bother consuming so much time complaining about the over-pricing?
Roto Rooter statement: "*** *** signed the invoice that said, "I acknowledge completion of the above described work which has been done to my complete Satisfaction*** ***l signed and printed his name acknowledging that that work was done to his satisfactionIf there had been an issue, he could have called the office before signing and talked with a manager*** ***l did not, and offered his credit card which was ran at the time of service."
My response: I signed this statement because it was my duty to pay for the service even though I was absolutely unhappy about itI atleast paid despite it being over-chargeableIf I didn't pay this, they could go to a Collection Agency and it would affect my Credit ScoreI did make several attempts to speak to Roto Rooter representative to discuss about the issue*** *** did not expedite on the issue hence I then decided to complain about this to Revdex.com after Roto Rooter transacted our money as a proof that I paid from my end even though I was absolutely unsatisfied
Roto Rooter statement: "*** *** called the office after the technician left and asked for a breakdown of the chargesLabor was $and Parts purchased were &*** ***l wanted to argue that he should been able to keep the Plumber's Putty purchasedUsually this is not an item that the home*** wants to keep, but my technician immediately took the putty back to *** ***l, who wanted to argue with the technician some more"
My response: After the completion of the work I paid the full amount to the technician with my credit card, *** *** left my house keeping behind the two products and his ranchHe returned after a few minutes to collect the two products and his ranchThat time I returned his ranch, which he left behindHe asked me to give him the two products as well as it was a "Company's Policy"We did not argue with him and instantly gave it to him and immediately called up Roto Rooter after he left. On the phone a lady responded and I narrated the entire storyShe said that she's unable to provide clarity as the invoice wasn't in her handShe even told us that she would revert and call us back after she speaks to the technicianAfter a few minutes the technician cameover to our place and
returned the two purchased products (*** *** put *** *** *** *** *** ozg and *** *** *** *** *** *** ***
fl.oz 11Bml)The lady never returned the callThe technician himself stated that his manager told him to give these two products back to usFirstly they
mentioned that "Usually this is not an item that the home*** wants to keep", what rights do Roto Rooters have to decide whether a home***
wants to keep the product or not even though a home*** pays full price for the productIf they want to take it, they could have given us the option to
either leave behind the products that we purchased full price for or if a home*** doesn't need it the company would keep itThey returned this product
because they know it was wrong to keep the product even though the customer had paid full priceIf we did not call Roto Rooter back for the product that we
paid full price for, they would have kept it
Rota Rooter statement: Our *** ***, *** *** called *** *** and asked what more could we do to make him happy*** ***wanted to argue with our *** ***/*** that we did not pay sales tax correctly"
My response: *** *** *** called me two times on June 9,at 9:51am & 9:58amHe responded because I raised a complaint about the issue to Revdex.comThey did not leave any voice messageSince I did not know who called, I reverted the missed call at 10:31amTo my surprise, this phone number was of Roto Rooter and *** *** *** was on the line talking to me regarding the issue and why am I trying to beat up their company by raising this complaint to Revdex.comHe never
called to tell me what he could do to make me happyInstead he said he did not understand the matter and thus did not come up with any conclusionI simply
asked for a breakdown of the work that technician did wherein the Invoice states: "Labor charge", "Parts", "Product", "Other""Tax"Those gaps were not filledThis Invoice only stated "Total Price"So I asked him to give me a breakdown and in written form by filling up those incomplete breakdowns section in the
original InvoiceHence *** *** replied "I don't have to do that". Now I fail to understand that if a customer asks for a breakdown in the Invoice that the customer paid full price for, then a question arises in my mind that why are they not writing? Again I had to make that effort to ask for that breakdown a couple of timesIf they wrote it in the Invoice, it wouldn't have caused so much trouble
I am unconcerned about whether Rota Rooter pays taxes or notI am only concerned with the breakdown written in my InvoiceI even checked with my neighbors' Invoices as well who got their service fixed by Roto Rooter and they also had a similar issue but never decided to raise it up
On the phone *** *** also mentioned "just for only $186.55 why am I beating the company." What I would like to clarify is that no matter what the amount is, it's my hard earned money and they are over charging me and taking advantage of this
Rota Rooter statement: "*** *** even stated in his complaint that "I'm unsure if such a company has a legal right and if they do pay enough taxes to the government." Again, this is not a customer's business"
My response: If it is not a customer's business to decide on a company's taxation methods, then how is it Roto Rooter's business to take a decision whether a home*** wants to keep his own products that he pays full price for?
Rota Rooter statement: 'according to the Desired Amountthe purchase price was $and the disputed amount was $136.55. *** *** only wants to pay $for his serviceThat is the heart of the whole complaintHe only wants to pay 550.00, even after signing the invoice AND paying with his credit card*** *** was given the putty as he asked forHe is due nothing else from us."
My response: Sis an over-priced amount for only resealing the tub strainerWhen we talked on the phone before raising the complaint to Revdex.com, *** *** mentioned that the company offered flat rate of S+ a miscellaneous charge of $(gloves, traveling charge etc) + for products*** *** also mentioned that a flat rate is decided depending on the kind of job (repair or replacement) after the work is completedPreviously when we called Roto Rooter the first time to ask for their service, they never mentioned about a flat rate*** *** keeps rambling with his statement verbally as well as non-verbally by stating that the company offered a discounted rate or it's our flat-rate and no such discounts are offered or it was a two hours job hence this is our rate or a miscellaneous charge is added for fuel and gloves and now it's a complete "labor" charge*** *** fails to give me a committed overview of the company's written policies and this makes me susceptible about Roto Rooter's activitiesHis words seem to be changing on the phone as well as in written statementsWhereas I'm very much clear about my complaint and my story, right from the beginning
Ideally with such a bad service given by Roto Rooter by not treating a customer respectfully, by not giving written breakdown in the original invoice and by not declaring the exact written policies of the way the pricing works, the company does not deserve any amount for this particular issueHowever, I decided to pay $to Roto Rooter just because they resealed the tub strainer and for purchasing the products for the issue
I never want to contact Roto Rooter henceforth for any kind of services in the futureIt seems Roto Rooter changes their statements via phone and written lettersHence we will only communicate (if necessary) with Rota Rooter via written communication methods and not via phoneI have attached the given copy Invoice by Rota Rooter that does not state the timings of Arrival and Work Done columns
I would conclude that I do intend to receive the disputed amount of $because:
Over-charging me for the work done while the work was only to reseal
Roto Rooter never informed me about the quote or flat rate before proceeding with the workThey straightaway handed me the Invoice after the completion of the workEven after inspection the technician never I mentioned the quoteHe instantly started with the work
As a customer I had to make that extra effort to call up Roto Rooter and check their policies about keeping the products in the hands of the company or the customer
Job taken by the technician while resealing the tub strainer was only minutesThey overcharged me by adding hours/minutes consumed by the technician by just sitting in his truck and time spent to buy my own products
I hope this clears up the matter
*** ***
Our trucks are equiped with a GPS unit that track them by the minute, we pulled a detailed activity report on that vehicle and it shows the service tech arrived at *** *** *** *** *** *t 4:PM to 4:15 PM. The original call in from
the customer on 11/10/from the customer 4:49pm and the tech delivered the chemical to the customer the very next dayThe customer was called and advised that the tech was in route and we were informed that no one would be there and that we were to simply place it on the carportWe were given, by the customer that day, his credit card number and advised that when the chemical was dropped off we had permission to charge his card the amount of for the productThe office was unable to reach the customer again, after the chemical was delivered and as a good practice w like to speak with the customer when we run the card to make sure they are satisfied with our servicesWe were unable to reach hi,Over th coming weeks several phone messages and emails were delivered with no responseThe tech even took it upon himself on two seperate occassions to visit the home and speak with the customer to make sure that he was happy with us since he was not calling us backHe was never able to make contact with anyoneJust to confirm that this tech was at the right location, I had him describe to the last tech that delivered chemical with no issue, what the home and property looked likethe descriptions matchedWe then pulled the detail report and saw that the tech had been onsiteWe are attaching that reportIt was not until the morning of the actual final mesage to the customer and the credit card being run that we finally heard from Mr***He then called into the office, using what can only be described as unprfessional language to the office staff and spoke very poorly of everyoneHe then stated that he had been making multiple calls to our office leaving messages and no one called him backWe do not have an answering machineThere is always a live agent answering lines during business hours and we have a live answering service that takes calls after hoursWe are very concerned that we have a customer that up until this point has been very loyalWe want to make sure that he contnues to stay a loyal customer as wellOn the other side of that token we cannot allow customers to simply claim they never received product and neve return calls to resolve the issues in a timely manner either
Mr [redacted] called and explained that the GPS is only a general location not a direct stop it just isn't that directThe customer's item could have been stolen but they were not there at the time of delivery and can't be certain it was not stolen or that the truck did not arrive Mr [redacted] called and explained that the GPS is only a general location not a direct stop it just isn't that directThe business states again that the customer's items were delivered and then they were given a confirmation to charge the customer's cardWhile it is not ideal the customer was not home at the time of delivered at the time the customer was called the items were dropped off and delivered as stated in the previous response provided Mr [redacted] called and explained that the GPS is only a general location not a direct stop it just isn't that directThe customer's item could have been stolen but they were not there at the time of delivery and can't be certain it was not stolen or that the truck did not arrive
Revdex.com Case #***
This letter is our response to the above referenced complaint by *** *** ***Our Service technician, *** ***, serviced *** *** home at *** *** *** *** *** *** on May 12,
Our Invoice
#*** is included with this response*** *** was quoted a price out of the Trade Service Plumber's Pricing Manual to either repair or replace the tub strainer*** *** was given a price range depending on whether we had to repair or replace the itemIf we had replaced the item it would have been $394.95, *** only had to reseal the strainer using Plumbers putty so the price was only $
*** *** signed the invoice that said, "I acknowledge completion of the above described work which has been done to my complete Satisfaction." *** *** signed and printed his name acknowledging that that work was done to his satisfactionIf there had been an issue, he could have called the office before signing and talked with a manager*** *** did not, and offered his credit card which was ran at the time of service
*** *** called the office after the technician left and asked for a breakdown of the chargesLabor was $and Parts purchased were $*** *** wanted to argue that he should have been able to keep the Plumbers Putty purchasedUsually this is not an item that the home*** wants to keep, but my technician immediately took the putty back to *** ***, who wanted to argue with the technician some more. Our *** ***, *** ***, called *** *** and asked what more could we do to make him happy*** *** wanted to argue with our *** ***/*** that we do not pay sales tax correctly
First of allit is none of *** ***'s business how my business pays sales taxWe pay sales tax at time of purchase to the State of Virginia
*** *** even stated in his complaint that I’m unsure if such a company has a legal right and if they do pay enough taxes to the government." Again, this is not the customer's businessMy company pays sales tax at time of purchase on EVERY partPeriod. *** *** tried to explain that to *** ***, but again, he just wanted to argue
According to the Desired Amount, the purchase price was $and the disputed amount was $*** *** only wants to pay $for his serviceThat is the heart of the whole complaint. He only wants to pay S50.00, even after signing the invoice AND paying with his credit card*** *** was given the putty as he asked forHe is due nothing else from us
We have had an impeccable reputation with the Revdex.com for the past twelve yearsIf there were been a complaintWe have always gone above and beyond to make our customers happyHowever, we choose not to do any more business with *** *** and are sorry that he only wants to pay $for services*** ***'s complaint was rambling and even hard to understand*** ***, our service technician, read the complaint and said *** *** stated many untruthsAs far as the invoice not being filled out the way *** *** wantedWe offered him a breakdown of the invoiceThat should be sufficientI hope this clears up the matter
*** ***
***
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
Both attachments to your email were about 3-D printing: nothing about this case
Mr *** called and explained that the GPS is only a general location not a direct stop it just isn't that directThe customer's item could have been stolen but they were not there at the time of delivery and can't be certain it was not stolen or that the truck did not arrive.
Mr *** called and explained that the GPS is only a general location not a direct stop it just isn't that directThe business states again that the customer's items were delivered and then they were given a confirmation to charge the customer's cardWhile it is not ideal the customer was not home at the time of delivered at the time the customer was called the items were dropped off and delivered as stated in the previous response provided
Mr *** called and explained that the GPS is only a general location not a direct stop it just isn't that directThe customer's item could have been stolen but they were not there at the time of delivery and can't be certain it was not stolen or that the truck did not arrive
This company came to my house and charged me $to replace the pitless adapter on my well pump When I called other companies and asked them how much it would cost to replace the pitless adapter, they told me it would cost about $I was in a position where I had a geyser gushing out of my lawnSo I paid the $1500, and not only did my water still not work, but the technician left my house out of code and my family with no water for three weeks I called the tech back and explained that my family still didn't have water, and two weeks later he finally shows up to my house and informs me that I would be better off fixing the issue on my own with my own time and money that I do not have(especially since they just stole $from me This company is a thief! they care nothing about the fact that they left my family of with no water for three weeks, and they care nothing about the fact that they stole $from me right near Christmas When I called the owner on a Wednesday to try to rectify things, the owner simply stated that they would get back with the technician the following Monday to see if there is a solution to my problem Ummm, hello, this is Wednesday!! And my family has been without water because of your company for three weeks!!! I cannot wait until Monday So to sum it up, I wouldn't recommend this company to anyone They are thiefs, liars and all around s
s
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear in the attachment attached in this mail describing the complaint response and the company's invoice we had received
Please let me know if you have any further queries
Thank you
Regards,
*** ***
Dear RevDex.com,
Thank you for taking care of our issuer would like to first talk about what the *** of Roto Rooter states in their previous statement to Revdex.com
Rota Rooter statement: "*** *** was quoted a price out of the Trade Service Plumber's Pricing Manual to either repair or replace the tub strainer*** ***l was given a price range depending on whether we had to repair or replace the itemIf we had replaced the item it would have been $394.95." My response: This written statement is falseRoto Rooter technician *** *** never mentioned us the quote before proceeding with the repair or replacement. They never mentioned us a price range on the phone as well in person when he came to inspect the issueIf they did tell us, why would we even bother consuming so much time complaining about the over-pricing?
Roto Rooter statement: "*** *** signed the invoice that said, "I acknowledge completion of the above described work which has been done to my complete Satisfaction*** ***l signed and printed his name acknowledging that that work was done to his satisfactionIf there had been an issue, he could have called the office before signing and talked with a manager*** ***l did not, and offered his credit card which was ran at the time of service."
My response: I signed this statement because it was my duty to pay for the service even though I was absolutely unhappy about itI atleast paid despite it being over-chargeableIf I didn't pay this, they could go to a Collection Agency and it would affect my Credit ScoreI did make several attempts to speak to Roto Rooter representative to discuss about the issue*** *** did not expedite on the issue hence I then decided to complain about this to Revdex.com after Roto Rooter transacted our money as a proof that I paid from my end even though I was absolutely unsatisfied
Roto Rooter statement: "*** *** called the office after the technician left and asked for a breakdown of the chargesLabor was $and Parts purchased were &*** ***l wanted to argue that he should been able to keep the Plumber's Putty purchasedUsually this is not an item that the home*** wants to keep, but my technician immediately took the putty back to *** ***l, who wanted to argue with the technician some more"
My response: After the completion of the work I paid the full amount to the technician with my credit card, *** *** left my house keeping behind the two products and his ranchHe returned after a few minutes to collect the two products and his ranchThat time I returned his ranch, which he left behindHe asked me to give him the two products as well as it was a "Company's Policy"We did not argue with him and instantly gave it to him and immediately called up Roto Rooter after he left. On the phone a lady responded and I narrated the entire storyShe said that she's unable to provide clarity as the invoice wasn't in her handShe even told us that she would revert and call us back after she speaks to the technicianAfter a few minutes the technician cameover to our place and
returned the two purchased products (*** *** put *** *** *** *** *** ozg and *** *** *** *** *** *** ***
fl.oz 11Bml)The lady never returned the callThe technician himself stated that his manager told him to give these two products back to usFirstly they
mentioned that "Usually this is not an item that the home*** wants to keep", what rights do Roto Rooters have to decide whether a home***
wants to keep the product or not even though a home*** pays full price for the productIf they want to take it, they could have given us the option to
either leave behind the products that we purchased full price for or if a home*** doesn't need it the company would keep itThey returned this product
because they know it was wrong to keep the product even though the customer had paid full priceIf we did not call Roto Rooter back for the product that we
paid full price for, they would have kept it
Rota Rooter statement: Our *** ***, *** *** called *** *** and asked what more could we do to make him happy*** ***wanted to argue with our *** ***/*** that we did not pay sales tax correctly"
My response: *** *** *** called me two times on June 9,at 9:51am & 9:58amHe responded because I raised a complaint about the issue to Revdex.comThey did not leave any voice messageSince I did not know who called, I reverted the missed call at 10:31amTo my surprise, this phone number was of Roto Rooter and *** *** *** was on the line talking to me regarding the issue and why am I trying to beat up their company by raising this complaint to Revdex.comHe never
called to tell me what he could do to make me happyInstead he said he did not understand the matter and thus did not come up with any conclusionI simply
asked for a breakdown of the work that technician did wherein the Invoice states: "Labor charge", "Parts", "Product", "Other""Tax"Those gaps were not filledThis Invoice only stated "Total Price"So I asked him to give me a breakdown and in written form by filling up those incomplete breakdowns section in the
original InvoiceHence *** *** replied "I don't have to do that". Now I fail to understand that if a customer asks for a breakdown in the Invoice that the customer paid full price for, then a question arises in my mind that why are they not writing? Again I had to make that effort to ask for that breakdown a couple of timesIf they wrote it in the Invoice, it wouldn't have caused so much trouble
I am unconcerned about whether Rota Rooter pays taxes or notI am only concerned with the breakdown written in my InvoiceI even checked with my neighbors' Invoices as well who got their service fixed by Roto Rooter and they also had a similar issue but never decided to raise it up
On the phone *** *** also mentioned "just for only $186.55 why am I beating the company." What I would like to clarify is that no matter what the amount is, it's my hard earned money and they are over charging me and taking advantage of this
Rota Rooter statement: "*** *** even stated in his complaint that "I'm unsure if such a company has a legal right and if they do pay enough taxes to the government." Again, this is not a customer's business"
My response: If it is not a customer's business to decide on a company's taxation methods, then how is it Roto Rooter's business to take a decision whether a home*** wants to keep his own products that he pays full price for?
Rota Rooter statement: 'according to the Desired Amountthe purchase price was $and the disputed amount was $136.55. *** *** only wants to pay $for his serviceThat is the heart of the whole complaintHe only wants to pay 550.00, even after signing the invoice AND paying with his credit card*** *** was given the putty as he asked forHe is due nothing else from us."
My response: Sis an over-priced amount for only resealing the tub strainerWhen we talked on the phone before raising the complaint to Revdex.com, *** *** mentioned that the company offered flat rate of S+ a miscellaneous charge of $(gloves, traveling charge etc) + for products*** *** also mentioned that a flat rate is decided depending on the kind of job (repair or replacement) after the work is completedPreviously when we called Roto Rooter the first time to ask for their service, they never mentioned about a flat rate*** *** keeps rambling with his statement verbally as well as non-verbally by stating that the company offered a discounted rate or it's our flat-rate and no such discounts are offered or it was a two hours job hence this is our rate or a miscellaneous charge is added for fuel and gloves and now it's a complete "labor" charge*** *** fails to give me a committed overview of the company's written policies and this makes me susceptible about Roto Rooter's activitiesHis words seem to be changing on the phone as well as in written statementsWhereas I'm very much clear about my complaint and my story, right from the beginning
Ideally with such a bad service given by Roto Rooter by not treating a customer respectfully, by not giving written breakdown in the original invoice and by not declaring the exact written policies of the way the pricing works, the company does not deserve any amount for this particular issueHowever, I decided to pay $to Roto Rooter just because they resealed the tub strainer and for purchasing the products for the issue
I never want to contact Roto Rooter henceforth for any kind of services in the futureIt seems Roto Rooter changes their statements via phone and written lettersHence we will only communicate (if necessary) with Rota Rooter via written communication methods and not via phoneI have attached the given copy Invoice by Rota Rooter that does not state the timings of Arrival and Work Done columns
I would conclude that I do intend to receive the disputed amount of $because:
Over-charging me for the work done while the work was only to reseal
Roto Rooter never informed me about the quote or flat rate before proceeding with the workThey straightaway handed me the Invoice after the completion of the workEven after inspection the technician never I mentioned the quoteHe instantly started with the work
As a customer I had to make that extra effort to call up Roto Rooter and check their policies about keeping the products in the hands of the company or the customer
Job taken by the technician while resealing the tub strainer was only minutesThey overcharged me by adding hours/minutes consumed by the technician by just sitting in his truck and time spent to buy my own products
I hope this clears up the matter
*** ***
Our trucks are equiped with a GPS unit that track them by the minute, we pulled a detailed activity report on that vehicle and it shows the service tech arrived at *** *** *** *** *** *t 4:PM to 4:15 PM. The original call in from
the customer on 11/10/from the customer 4:49pm and the tech delivered the chemical to the customer the very next dayThe customer was called and advised that the tech was in route and we were informed that no one would be there and that we were to simply place it on the carportWe were given, by the customer that day, his credit card number and advised that when the chemical was dropped off we had permission to charge his card the amount of for the productThe office was unable to reach the customer again, after the chemical was delivered and as a good practice w like to speak with the customer when we run the card to make sure they are satisfied with our servicesWe were unable to reach hi,Over th coming weeks several phone messages and emails were delivered with no responseThe tech even took it upon himself on two seperate occassions to visit the home and speak with the customer to make sure that he was happy with us since he was not calling us backHe was never able to make contact with anyoneJust to confirm that this tech was at the right location, I had him describe to the last tech that delivered chemical with no issue, what the home and property looked likethe descriptions matchedWe then pulled the detail report and saw that the tech had been onsiteWe are attaching that reportIt was not until the morning of the actual final mesage to the customer and the credit card being run that we finally heard from Mr***He then called into the office, using what can only be described as unprfessional language to the office staff and spoke very poorly of everyoneHe then stated that he had been making multiple calls to our office leaving messages and no one called him backWe do not have an answering machineThere is always a live agent answering lines during business hours and we have a live answering service that takes calls after hoursWe are very concerned that we have a customer that up until this point has been very loyalWe want to make sure that he contnues to stay a loyal customer as wellOn the other side of that token we cannot allow customers to simply claim they never received product and neve return calls to resolve the issues in a timely manner either