Roach and Family Septic Service and Excavation

Initial Business Response /* (1000, 5, 2015/04/22) */
The first step that we do when we go to a house, who is having water come up from their basement drain, is to hydro-jet their sewer line. Which cost approximately $250. Backing up from the floor drain can be a cause of many things, such as,...

grease build up, using heavy toilet tissue, broken or slip of tile, bad pipes, ect. There is no way of knowing what the issue is unless we use our camera, which cost approximately $250-$350. Our pricing is based off how much time our employees spend at the job site. We could go to a residence and do a jet and camera the line, which we would charge $500, but we like to jet the line first so that we don't charge a customer for something that they may not need in the first place. There is a long list of problems that could easily be fixed by jetting the sewer line, but if the jet does not work that is a sign there is a bigger problem. We do not ever leave a house with out water flowing through the sewer, which tells us that the jet cleared out whatever was blocking water from flowing. If we get a call from a customer a month after jetting we go back there, jet again and then we camera the line to find out exactly what the issue is, but we still charge for services performed. We would never leave a house expecting to come back for the same issue, just to charge more. We have over 20,000 customers in the Henry, Stark, and surrounding counties. We our known for a prompt, affordable, and excellent service on sewer systems and septic service for residential and commercial customers. Thank you for your time. If you have any questions or concerns feel free to contact our office at (XXX)XXX-XXXX or by email at [redacted]@outlook.com.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were not informed that this may be only a "temporary" fix as Roach called it when Roach was here on the call. So, that alone seems scammy. Finding this out after I left a bad review on Roach's Facebook page. We contacted a different sewer business to do the job that Roach did about a month ago, that lasted two weeks. They cut through the sewer line just as Roach "said" they did, BUT this company showed my wife roots that it cut out. They said that Roach should have gotten these. They also said that Roach Sewer has been unable to do business in Wyoming, IL. due to their poor workmanship and reviews. This other sewer business guaranteed it for 30 days that IF the problem came back they'd come and cut through the lines again FREE! I received a nasty voicemail from Roach and Family Septic Service and Excavation stating that if I wanted Goodwill I should go someplace else. I don't want something done for free, I want the service I paid hard earned money for. Plus at Goodwill you pay for something you can see and you tell the quality unlike the service from Roach. I have not called them back due to his rude voicemail. I'm not going to get in a shouting match with them only to not receive a refund anyways. I just want customers to know the type of business Roach and Family Septic Service and Excavation practices.

Initial Business Response /* (1000, 5, 2016/03/25) */
This particular job took months to get started, due to the fact that Mr. [redacted] had to rack his brain to figure out a way to install this septic, because of a high water table. We installed a curtain drain, a water line, a lift station, a new...

septic with chambers, a riser and had to put all new plumbing in the basement. I understand that this complaint is not about the actual work that we did for these customers, which was above par. The complaint is in regards to harrow and seeding that is done on a complimentary bases 90-120 days, weather permitting, to allow for settling. There is a "right" time do harrow and seed to receive the best results, there can not be too much water but there also needs to be enough water in the soil. Mr. [redacted] has been in this business for over 20 years, he has a lot of experience. If we were to go and harrow and seed too earlier the ground would not have settled, you would not be able to see the errors right away but 2 years down the road you would. It has not been the the "right" time to harrow and seed last Fall, last Winter, or the first few days of this Spring. We have received a couple calls in the last two week and Mr. [redacted] has tried to return those calls but the phone number that we have repeatedly rings and does not go to voicemail, there for we can not leave a message. We have spoke to these customer's parents several times in the last couple days because we could not get a hold of them. The only reason we have spoke to the parents of these customers was because we received payment from them for the work that we did at this job, otherwise it would of been against our policy to talk to them. When we spoke to the parents we informed them that we would be out Saturday, March 26th to finish the yard work, whether we felt it was the right time or not because the customer was so persistent on having it done. We also informed them that this would be the only time we harrow and seeded and we would not be responsible for any defaults in the yard. The parents of the customer called back and told us that the customer would not be home at that time and we could not come that day. We apologize for the lack of communication through out the winter but we feel we tried to respond to the best of our ability to the few calls that we did receive. We will be calling these customers Monday, March 28th 2016 to sent up a time that we can time do tilling, harrow, and seed.
Initial Consumer Rebuttal /* (2000, 7, 2016/04/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company has since came and did the end of their agreement, complimentary or not, it was told it would be done in October, it was finished the end of March. It did take months to get started, due to rain is what we were told and we totally understood that. We had them come back in October due to the product in our basement he installed, Mr Roach did tell my husband he'd be back in TWO WEEKS to seed and even then we heard nothing, not even a phone call. There is a "right" time to seed - okay, however, when it's told we will be here on this date or this week, most people expect you on that timeline. You cannot plan anything around this company cause who knows when they will come because there is absolutely no communication. None. He only tried to return our phone call after our complaint was put in - my caller id can prove that. He also has my husband's cell number and never tried to call that. The parents who they talked to OWN the house, of course they paid for it..again that was after our public complaint. Nothing was done or calls till our complaint went public. There is always a chance grass seed won't take and we totally understand that, the fact the job was to be done back in October - no rain issues holding it back then - was our biggest complaint, it might not have held then either. That's not the issue here. We wanted the job that was paid for finished. We have been dealing with them for a year. The point is until we went public no one tried to get ahold of us or tried to finish their job, my husband has been nursing the backyard, the sinkage all winter because of the crazy hills they did not come back to finish in October. The job is done now THANKFULLY, I still feel if it did not go public we'd still be calling.
The job is finished. Roach Family Septic did their job almost a year later, it's finished. We accepted the response through Revdex.com, on our end it's finally done.