Resolve Rooter, Inc.

Our Technician arrived on site at  on 7/15/2014.  We were called by theri protection program and went out to clear  a stoppage in the kitchen sink line .   My technician cleared the blockage from under the sink  in a hour.  Tested drain by turning on and off the faucet...

and it was working properly and the drain was cleared all while the customer was present.  The customer paid their service fee which is all they are required to pay. and signed off on invoice  that job was completed and the faucet was perfectly fine and working when we left.   Customer called later and stated to our office that the issue happened after we left and we explained that turning on and off the water would not cause it to break and it was fine when we left and also that we would give them a price to repair or replace it.   This Technician has been with us since day one and we have never had an issue like this before.  If the faucet was broken while we were there,  we would of gave them a price to repair or replace it since he is a plumber.  We can not be responsible for something we did not do.

If I could give negative stars I would. This company does not care about customer service. I went through my home warranty service and the first appointment was scheduled between 8-12. They showed up at 2 and could not fix my water heater. Ordered a part which was not the problem. They failed to show up to install the part, no phone call, and after repeated calls by me, stated I could install the part (simple 5 minute install). No big surprise, it was still not working because they did not check the part I indicated was probably faulty. They set up another appointment and failed to show up and no phone call. Called and initially said a tech was responding, but still nothing. Called again and they said they were not coming and had called my home warranty company hours ago to tell them that. Completely useless. A week and a half without hot water and I have to call another company. The company I called is going to be responding in a few hours, not days. If they truly cared about their customers then they would have done what was needed to make things right. Communication was not a priority and I am beyond disappointed. Do your homework if you don't want to take my word for it.

I except the 250 refund and the complaint will be resolved.

First, the dent is on the shell of the unit which is for cosmetics only and holds the installation in place.
Second, we serviced her many times in the past to assist her and never charged her.
Our competition charge up to $2800.00 for the same service and [redacted]...

[redacted] recommends outside contractors and they charge up to $1000.00 for installation only.
[redacted]  agreed, signed and paid before we did any work.
We will refund her two hundred and fifty dollars for customer satisfaction only, or replace it with the same unit.
There will be no more communication on this matter - $250.00 refund or we will replace it.

Review: we called resolve rooter to put in a new water heater. the guy said it will cost $ 1,375 for the job. the guy takes the water heater out of the box and it has a big dent on the side about 12 inches. I pointed this out . he says its ok . didn't even exchange it for another one and installed it. well I went on line and checked [redacted] where he bought the water heater model number [redacted] . the 40 gallon water heater was only a 6 year. we had a 12 year water heater. plus I figured out the cost of everything . 150 to come to house .317 for water heater. might of got it cheaper because of contractor discount. labor 908. remind you he was here for 3 hours. half an hour to get water heater . half an hour to smoke cigarettes . 5 of them. 2 hours of installation. if you go by the labor of 2 hours that's 454 dollars and hour labor charge. if you go by 3 hours that's 302.60 dollars and that included him smoking for an half an hour. remind you installation was on ground level . I was ripped off and left with a 12 inch dent on the side of my cheap [redacted] water heater. for 2 days I called resolve rooter everyone gave me the run around.Desired Settlement: would like to pay normal labor cost. not the rip off your consumer ones. plus what about the 12 inch dent on the side of my water heater

Business

Response:

First, the dent is on the shell of the unit which is for cosmetics only and holds the installation in place.

Review: Resolve a Rooter sent a technician to clear a clogged line under our sink. While performing the service, the technician broke the handle off the faucet. Once the clog was cleared, he called my husband out to see that the water had drained, had him sign off on the work, and left. The handle to the faucet was "placed" atop the unit. When I arrived home and went to turn he sink on the handle fell off.

I immediately called the company and was told that they didn't believe the technician could have done it; that he'd been working their a long time and had never broken a faucet. I was then told that I would be contacted by the office manager or owner, and never was. A second and third call yielded nothing but the same. We were told that "he said he didn't break it." The company was very unprofessional, never even offering to look at the sink.Desired Settlement: People are human and mistakes occur...which is why plumbers are generally liscenced and insured. When something is broken by a service technician, it is only right that the item be fixed. Resolve a Rooter has acted in a ver unprofessional manner; first trying to hide the fact that they broke something, and then basically saying what we found could not have been.

I would like them to make things right, and for them to behave in a more professional manner if they are going to be in the service industry.

Business

Response:

Our Technician arrived on site at on 7/15/2014. We were called by theri protection program and went out to clear a stoppage in the kitchen sink line . My technician cleared the blockage from under the sink in a hour. Tested drain by turning on and off the faucet and it was working properly and the drain was cleared all while the customer was present. The customer paid their service fee which is all they are required to pay. and signed off on invoice that job was completed and the faucet was perfectly fine and working when we left. Customer called later and stated to our office that the issue happened after we left and we explained that turning on and off the water would not cause it to break and it was fine when we left and also that we would give them a price to repair or replace it. This Technician has been with us since day one and we have never had an issue like this before. If the faucet was broken while we were there, we would of gave them a price to repair or replace it since he is a plumber. We can not be responsible for something we did not do.