Our excavation manager Andrew P [redacted] went to meet with Mr [redacted] on 12/1/Mr [redacted] was expecting Roto Rooter to repair his driveway in areas that we did not perform any workWe explained that this was not part of the original signed contract and that if he wanted a quote to perform that work we would be happy to provide one to himThe area of the driveway where we dug to make the repair was replaced by Roto Rooter and in good conditionMr [redacted] seemed satisfied after the visit and understood
Tell us why here...Customer was issued a credit for the coupon and was told at the time it would take approxto weeks to receive a check, and now she wants mor money refunded which we will not refund anymore money
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 Tonight, I responded to the local manger's letter he sent me on 3/ It says that I was not offered anything in addition to what I was originally owed It appears that I was taken advantage of because I had my sanitary drain backing up and did not have an opportunity to shop around I agreed to the price not knowing fully what was involved I'm just asking for a fair price and not be taken advantage of due to the emergency situation Regards, [redacted] ***
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.I hired the company to diagnose and treat a serious plumbing issue I was having in my entire houseIf there were two problems present back in January, they both should have been diagnosed and treatedIt takes longer than months for tree roots to grow, which is the issue they are saying is now present and why only my washer is floodingThe only solution of course is for another area of pipe to be excavated and replacedI cannot afford for Roto Rooter to come and excavate every foot of pipe every months because they deem it to be soTherefore, I believe they owe me at least half the money I already paid for the original job they proposed and did because 1) they did not examine the entire section of pipe and regardless if I told them to or not, that is THEIR jobIt is not my job to tell Roto Rooter where to look for a problem at2) There may have been problems when they were initially here in January, but that is why they should have done their job completely and then informed me of the second issue (the roots) and we could have taken care of that matter at that time3) They did not complete the verbal contract that they entered into with me (finishing the concrete in the garage) and found a way around it by having someone else sign the agreement that they wrote different information onI NEVER would have signed a piece of paper saying that I would have to POUR CONCRETEI am a single woman living on my own and have NO IDEA what that would entailSo, I was verbally told they would take care of it when the weather warmed up, but they lied to me and wrote on the contract that they wouldn't be responsible In addition to the major plumbing issue that was obviously present last January and is STILL present today, I have to pour concrete from their last excavation, which is an additional expense that I was not aware I would have to make since I didn't sign their contract, but took their word to actually mean somethingAnd since I didn't sign the contract, I can't see how that should have any weight [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
HELLO - They were asking for the address and it is [redacted] *** 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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
Joe Frank spoke to customer on Friday, 7/7/Customer requested we perform service workBut the customer pulled own toilet and did not reseat herself in order to save moneyCustomer wants us to pay for damage after they flushed another toilet when they had not reseated the one they pulled on their ownAdvised customer we are not responsible for damage because they did not reseat the toilet before flushing
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] 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] ***
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] is asking for $ [redacted] but will accept $***$ [redacted] was the request on the complaint but the early morning call response from the company said they would meet the request of $ [redacted] not remembering the request amount believed then caller As per our update to Revdex.com immediately afrer call from company the request was updated Once again request is for $ [redacted] but will accept $ [redacted] to close issue Regards, [redacted]
In response to the customers rejection of our position, I completely disagree with the statement the customer has provided as it is just not true Not only did we provide an estimate, we have a copy of the estimate that was signed by the customer prior to completing any work which is standard policy for all of our business transactions We would be happy to provide those documents if needed We do not charge for estimates, trip charges to the customers home, emergancy, or after hours fees The technicians travel to the customers home, diagnose the problem and provide a free estimate for the solution That estimate is reviewed and signed for by the customer prior to any work being completed, agreeing to the solution and the price If the customer does not agree to the price or solution method, nothing is charged to them The customer then signs again once the work is completed to state they are satisified with the outcome, and at that time funds are collected Every charge and an explanation of those charges are listed on the document signed by this customer All things were done in accordance with these procedures and policies therefore we consider this matter closed
Have made contact with the customer and arranged for a Field Supervisor to meet there with the customer's nephew who is a plumberPrevious work done there has been completed correctlyThe concern is with the ground water which is there and what it's source might be
Dear Mr [redacted] ***,We are sorry to hear that you were not pleased with your recent experience with Roto-RooterWe have already brought your concerns to the attention of the general manager of this branch and will keep you in the loop so we can come to a resolution very soonThank you for the feedback!Pat S [redacted] Customer Satisfaction Manager
Please see the attached document(II)- Roto-Rooter Services CornpanyNaiman Parkway (DDTECoco1-800-GET-ROTO (438-7686) PUBING 2PH: (440) 287-IRAIN SERVICE Fax (440) 542-0570Dear Lynne,I will answer each of Mr [redacted] ' points below in italics following each point, I may have to move away fron just the documented facts in order answer some of the points.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 complaintFor your reference, details of the offer I reviewed appear below.To assist us in bringing this matter to a close, we would like to know your view on the matter.)Regards, [redacted] MrTrebec's offer is appreciated, but it does not cover all the expenses incurred to fix Roto-Rooter's unfinished work.I agree with MrTrebec that we should look at facts at our disposal and then try to conclude what happened by logically evaluating them.Fact: I am a mechanical engineerI worked as a plant engineer for Eveready Battery at the [redacted] Edgewater plantI know pipingI had a good understanding of the problemBoth of my sewer lines were old and made with sections of ceramic pipe, Roots from my tree would eventually be able to enter the pipes through the joints and plug them.I cannot attest to Mr [redacted] ' occupationFrom the accounts I received from Mr [redacted] and Mr [redacted] , the Roto-Rooter representatives who responded to the initial service call, Mr [redacted] was present for the initial inspection and did seen more knowledgeable than the average customer, Mrs [redacted] was also present.Tree roots are a major problem for drain pipes as they age.Fact: Roto Rooter told me that my storm sewer was completely blocked.Mr [redacted] and Mr [redacted] confirm this conversationThe line was blocked to the point where it would not allow for a complete camera inspectionThe camera could not pass through and inspect the entire line,Mr [redacted] and Mr [redacted] explained the entire situation to both Mrand Mrs [redacted] They attest to recommending that the entire line be replacedThis included removal of the sidewalk and bushes near the homeTherefore, a higher priced jobThe [redacted] ' indicated that they would like to think about itMr [redacted] gave then his business card and told them to let him know what they would like to do once they decidedMr [redacted] and Mr [redacted] then left the home and began putting their belongings into their vehicle.Mr [redacted] cane out of the home and said, "let's do it"However, he did not want to remove the sidewalk unless absolutely necessaryThey agreed to complete the repairs between the sidewalks and then determine if any additional work would be needed once the pipe under the sidewalk was available to viewMr [redacted] proposed the price and they agreed to the workMr [redacted] said he would prepared the necessary paperwork and return for signatures and to begin the work.Mr [redacted] prepared the paperwork and arranged for the city permitHe then brought all necessary paperwork to the home to have it signedMr [redacted] was at work at the time and Mrs[redacted] signed on their behalfNo changes to the previously agreed upon work were made.Fact: My wife is very non-technical and had at best a hazy understanding of the two sewers and the problems with both,Please see aboveMrand Mrs [redacted] were present for the investigation and proposal of workNo changes were made to work that had been agreed to and no new technical information or issues werediscussed.Fact: I did not sign the proposal submitted by MrTrebec as evidenceMY WIFE DIDI was at work.I acknowledge this fact, Mrs [redacted] signed on their behalfI apologize for having said that Mr [redacted] signed the proposal.Fact: When I arrive home from work, Roto-Rooter was loading their equipment back on their trailerThey had opened my front yard and filled in the excavation in less than hours.Mr [redacted] did arrive home prior to our crew leaving the property.Fact: I was unhappy that they had just dug sidewalk to sidewalk, but the trench was already filled in and I assumed, based on the very recognizable name of Roto-Rooter, that the problem had been fixedSo I signed the invoice.I cannot speak to how Mr [redacted] was feelingThe crew leader, Chuck [redacted] , attests that no dissatisfaction of the work was discussedThe work that was agreed upon and contracted for was completed.Fact: Roto-Rooter never demonstrated to me that the plug in my storm sewer had been repaired.A great deal of the pipe was impacted with roots, most likely from the tree in the front yardReplacing the drain line with new pipe is the most permanent way to correct the issueRoto-Rooter would be happy to schedule a time to meet Mr [redacted] at his home and camera inspect the work we .pleted???cFact: water was pouring into my basement sump every time it rained after Roto-Rooter had finished the excavation of my front yard.We cannot debate that this may have been happening and was likely due to the storm line being blocked beyond the sidewalk we were contracted to stop atWe had recommended that the entire line be replaced all the way to the housePlease see above.Fact: I contacted Roto-Rooter about the problem shortly after it beganThey sent a servcieman outI did not get his name, but he had very recognizable featuresHe wasn't 6'4" tall with a big red beard, nor was he 5'6" tall and poundsHe did have strong East Asian featuresHe told me there was nothing wrongI asked him to run a camera through my storm sewer and he requested $which I declinedThat meant a lot of water was pouring through my basement wall and eventually into the Sump probably causing damage.The technician who arrived was Zo (short for a very long name)He did refer the request to Mr [redacted] , who was there initially with Mr [redacted] He came and did a camera inspection for no additional charge and confirmed that the remainder of the drain pipe required repair.Fact: Finally, Roto-Rooter agreed to run a camera through my storm sewer months laterIt was done by Dennis [redacted] and he did find a break in the line only several feet from where Roto Rooter stopped the excavation.Please see aboveWe confirm that Mr [redacted] called on 5/4/at 3:pm.Mr [redacted] stated that Mr [redacted] gave him an estimate for $3,to do the additional workMr [redacted] declined the proposal for the additional work.Fact: I tried to fix the problem myself, but after digging down and finding the broken connection, Iran into the sidewalk.This problem was discussed prior to the initial service in NovemberThe [redacted] ' had not wanted to go to the extent of removing the sidewalk at that timeThis resulted in the agreed upon work to be between the sidewalks only.Fact: I called Mr [redacted] to remove a piece of the sidewalk.No response necessary.Fact: I realized that I couldn't fix the problem myself and asked them to fix it for me.Mo response necess???.Fact: I asked them to replace both the old storm and sanitary sewer lines between my house and where Roto-Rooter had left off (I assumed it would be at my sidewalk based on the invoice I signed.) They charged me $to do itThey had to bring out their equipment and start from scratch other than the hole that I had dug.It is certainly the right of every homeowner to choose the vendors they hire.Fact: Mr [redacted] discovered that Roto-Rooter had not stopped where they said they hadThey stopped feet short of the sidewalk with the storm sewer and feet short of the sidewalk with the sanitary sewerThe water main was lying on top of the sanitary sewerIt is made of copper and would certainly have been severed if a power shovel were used, so they had to excavate a lot by hand which slowed them downRoto Rooter would have also seen the water main thereMr [redacted] charged another $for the additional excavation and piping.When doing a partial repair on clay pipe the most effective place to stop and connect into the existing pipe is at the closest bell the stopping pointThis allows for a more secure connection and wouldprevent having to undermine the soil sidewalkI cannot verify that was the case in this instance, but it is common practice, And with the stated differences being and feet, this is the most likely case.In any event, I accept Mr [redacted] ' claim of and feet short of the sidewalk.Fact: I have many pictures with tape measures showing where Roto-Rooter left off.I accept Mr [redacted] ' claim.Fact: City inspector Dan [redacted] saw Roto-Rooter's proposal that my wife signed and also the open excavation showing where Roto-Rooter left offHe was surprised the previous inspector signed off based on what he read in the proposalHe has the type of license that allows him to testify in Court and would be willing to do so.I cannot comment on anything Mr [redacted] may or may not have said regarding the job we completed or the actions of a fellow inspector,Mr [redacted] who was present on the initial visit and witnessed the agreement made, and also conducted the complimentary camera inspection, holds the same inspector license and was a city inspector here in the [redacted] area before resigning to join Roto-Rooter last fall.Mr [redacted] , was the crew leader on the repair in November, is a licensed Ohio Master Plumber, with years experience.Based on the facts, I think a reasonable person would agree to the following conclusions:Why would an engineer or a mechanically inclined person or even a person with common sense who had a clear understanding of the problem consent to have someone just dig a trench and lay pipe? No, they would expect the problem to be fixed.I do not disagree with Mr [redacted] ' statementWe deal with multiple customers with a variety of occupationsMr [redacted] and Mr [redacted] originally proposed to replace the entire drain lineIt was Mr [redacted] ' decision to only replace the pipe from sidewalk to sidewalkMrs [redacted] signed the proposal on their behalfThe [redacted] ' were not charged for the additional footage or sidewalk removalThe drain had roots throughout itRoto-Rooter replaced it with new pipe.Roto-Rooter wanted to get in and out as fast as they could to reap maximum profitThey took advantage of my wife who did not understand the issue and who had not discussed the issue with Roto-RooterThe fact that they didn't even do what they had charged (not even close) bolsters this conclusion,like Eveready, Roto-Rooter is a for profit organizationRoto-Rooter would have gladly done the additional repair as that is how they survive as an organizationRoto-Rooter offered to do the additional work on two different occasions, as part of the initial work and with Mr [redacted] 's supplemental proposal of $3,months laterBoth proposals were declined.Mrs [redacted] signed only what had been agreed to during the initial visitNothing was changed and no attempt to take advantage of her was madeWhen Mr [redacted] arrived with the completed proposal, Mr [redacted] would have been just as welcome to sign itIf the scope of the work written on the proposal was different than agreed, it could have been rewritten prior to the work commencing.Assuming Mr [redacted] ' statement of our repair being and feet short of the sidewalk is correct, as discussed above, considering the length of the yard I believe the statement of "not even close" to be an exaggerationBut I will address that below.They could have easily done the job right, but it would have taken them an additional day or half day.We do not disagreeIf done as part of the initial job, it would have been very efficient, but we were not authorized to remove any sidewalk.Additional footage would have been at an additional cost, and the sidewalk would have been affectedRoto-Rooter also gave a later proposal of $3,to do the additional workThis was declined.The invoice from Mr [redacted] is $I expect Roto-rooter to pay that amount.Roto-Rooter did not hire Mr [redacted] Roto-Rooter offered to complete the work two different times and for less moneyThe invoice from Mr [redacted] is the result of a decision made by Mr [redacted] ,Previously I offered a refund of $1,as a good will gesture and act of good faith, even though Mr [redacted] ***' chose to use another company that was more expensiveThis was not a refund, as RotoRooter was not contracted for or paid for the additional work completed by Mr [redacted] Mr [redacted] has declined this offer,I have also accepted Mr [redacted] ' claim of our repair ending feet short with the storm drain and feet short with the sanitary drainWe charged Mrand Mrs [redacted] $per foot for the replacement of two drain pipesThis would indicate $per drain pipe.If we use the 3-foot number for the storm drain and multiply by $that would be $Usingthe 8-foot number for the sanitary drain and multiplying by $would be $This would total to $957.00.I will extend the initial good faith offer of $1,and add the $I sincerely believe a resolution offering of $2,would be more than reasonable and in fact above and beyond what would be reasonably dueRoto-Rooter prides itself on the services we provide and wish to take every opportunity to satisfy our customers[redacted] , 8/21/2017Ron Trebec 8/28/Roto-Rooter Services Co
We spoke to the customer and apologized to him in regards to his waiting time offered him $refund which he excepted, request was sent to our corporate office and a check was cut on 7/in the amount of $We sent out another technician to fix the problem at no charge to the customerWe consider this incident resolved
To whom it may concern: Roto-Rooter Services Company Services Company arrived at the home of the [redacted] ’s on July 21st Upon qualifying the sewer damage Roto-Rooter Services Company determined that the source of the water was caused by a blockage in the [redacted] ’s lateral waste sanitary lineThe insurance industry considers this a “Fill-Up” Upon acquiring this information Roto-Rooter Services Company and encouraged the [redacted] ’s to file a claim with their home-owners insuranceAfter she filed the claim she was later informed that she had a policy limit of $5,applied under a “sewer-backup” endorsementRoto-Rooter Services Company later discovered that this endorsement was intentionally misapplied to afford the [redacted] ’s the $5,maximum allowed under the endorsementRoto-Rooter Services Company was unaware as was the [redacted] ’s that her policy that she has purchased does not cover for day-to-day losses and has a specific exclusion that will not cover water damage from any other source outside of this particular endorsement purchasedThe insurance company did this as a favor in an act of good-willRoto-Rooter Services Company never quoted a price between $3,and $4,to the [redacted] ’sIn fact if you look at the attached work order agreement the customer was quoted between $3,and $7,The reason for this large variation is because at the time of the contracts being signed Roto-Rooter Services Company does not have the ability to do an intrusive inspection, and is unsure of what if any materials may be behind the finishing materials or to what extent the framing and masonry is saturatedThese factors can account for the majority of the drying bill Roto-Rooter Services Company in an act of good faith has made several attempts to reach out to her insurance adjuster to see if any other funds can be afforded to the [redacted] ’s from any part of her policyUnfortunately, there is noneRoto-Rooter Services Company is happy to work with the [redacted] ’s but cannot simply walk away from 55% of or $3,from the billRoto Rooter cannot be held responsible for the undervaluation of coverage’s purchased by the [redacted] ’sIf you look at the water extraction agreement (contract) it is made explicitly clear that the [redacted] ’s are and knew they were taking full responsibility for the bill And that Roto Rooter Services Company will follow the industry standards presented by the IICRC Sregardless of whether or not insurance coverage applies Roto Rooter Services Company contract is with the homeowner and not the insurance carrierWe have provided the [redacted] ’s with a line item Xactimate invoice which itemizes our billAny discrepancies or issues with this bill we are happy to discussAgain we are happy to work with the [redacted] ’s but cannot simply walk away from $3,Please give me a call or an email if you have any questions or concernsChris Redd Restoration Division Manager Ext [email protected]
Spoke to customer agreeing to refund partial payment totaling [redacted] Then we are mailing her a copy of invoice stating of the work that was that performed at her property for insurance purposes
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.Customer said business has not finished the job; there is a sinking hole in her garageAlso, customer was told that business takes care of all the paperwork and all the work would be covered by insuranceCustomer went with that information and therefore did not get a second estimateCustomer was told anything over $3,would be taxCustomer would have gotten a second estimate if she knew she would have a billCustomer wishes business to wait on sending her to collections until this matter is settled Regards, [redacted]
I am glad to here the guys did a good job for you I do apologize that the chairs were taken as part of the clean up workWe have been trying to work with your insurance company on this matter but have gotten no response to this point That being said we will credit your credit card for the requested amount of $ It may take a day or so to show up on your account Thanks for using Roto-Rooter and I hope you will let us handle your plumbing and water clean up issues in the future
The customer had received a check for our services from the insurance companyWe offered a $refund once our services had been paid forThe customer agreed and then changed their mind about releasing check to usSince all check refunds come from our corporate office and take 1-weeks.She choose to hold check and told us to contact the insurance companySince she has refused payment we must proceed with the collection process which includes placing a lien on the property until payment is resolvedWe will still honor a $refund as a good faith customer service credit once the balance is resolvedWe will continue the collection process until the balance is paid as well
Our excavation manager Andrew P [redacted] went to meet with Mr [redacted] on 12/1/Mr [redacted] was expecting Roto Rooter to repair his driveway in areas that we did not perform any workWe explained that this was not part of the original signed contract and that if he wanted a quote to perform that work we would be happy to provide one to himThe area of the driveway where we dug to make the repair was replaced by Roto Rooter and in good conditionMr [redacted] seemed satisfied after the visit and understood
Tell us why here...Customer was issued a credit for the coupon and was told at the time it would take approxto weeks to receive a check, and now she wants mor money refunded which we will not refund anymore money
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 Tonight, I responded to the local manger's letter he sent me on 3/ It says that I was not offered anything in addition to what I was originally owed It appears that I was taken advantage of because I had my sanitary drain backing up and did not have an opportunity to shop around I agreed to the price not knowing fully what was involved I'm just asking for a fair price and not be taken advantage of due to the emergency situation Regards, [redacted] ***
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.I hired the company to diagnose and treat a serious plumbing issue I was having in my entire houseIf there were two problems present back in January, they both should have been diagnosed and treatedIt takes longer than months for tree roots to grow, which is the issue they are saying is now present and why only my washer is floodingThe only solution of course is for another area of pipe to be excavated and replacedI cannot afford for Roto Rooter to come and excavate every foot of pipe every months because they deem it to be soTherefore, I believe they owe me at least half the money I already paid for the original job they proposed and did because 1) they did not examine the entire section of pipe and regardless if I told them to or not, that is THEIR jobIt is not my job to tell Roto Rooter where to look for a problem at2) There may have been problems when they were initially here in January, but that is why they should have done their job completely and then informed me of the second issue (the roots) and we could have taken care of that matter at that time3) They did not complete the verbal contract that they entered into with me (finishing the concrete in the garage) and found a way around it by having someone else sign the agreement that they wrote different information onI NEVER would have signed a piece of paper saying that I would have to POUR CONCRETEI am a single woman living on my own and have NO IDEA what that would entailSo, I was verbally told they would take care of it when the weather warmed up, but they lied to me and wrote on the contract that they wouldn't be responsible In addition to the major plumbing issue that was obviously present last January and is STILL present today, I have to pour concrete from their last excavation, which is an additional expense that I was not aware I would have to make since I didn't sign their contract, but took their word to actually mean somethingAnd since I didn't sign the contract, I can't see how that should have any weight [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
HELLO - They were asking for the address and it is [redacted] *** 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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
Spoke to Mr[redacted] informed that repairs have been completed customer is satisfied
Joe Frank spoke to customer on Friday, 7/7/Customer requested we perform service workBut the customer pulled own toilet and did not reseat herself in order to save moneyCustomer wants us to pay for damage after they flushed another toilet when they had not reseated the one they pulled on their ownAdvised customer we are not responsible for damage because they did not reseat the toilet before flushing
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] 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] ***
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] is asking for $ [redacted] but will accept $***$ [redacted] was the request on the complaint but the early morning call response from the company said they would meet the request of $ [redacted] not remembering the request amount believed then caller As per our update to Revdex.com immediately afrer call from company the request was updated Once again request is for $ [redacted] but will accept $ [redacted] to close issue Regards, [redacted]
Customer was given a credit card refund for charges on 06/02/
In response to the customers rejection of our position, I completely disagree with the statement the customer has provided as it is just not true Not only did we provide an estimate, we have a copy of the estimate that was signed by the customer prior to completing any work which is standard policy for all of our business transactions We would be happy to provide those documents if needed We do not charge for estimates, trip charges to the customers home, emergancy, or after hours fees The technicians travel to the customers home, diagnose the problem and provide a free estimate for the solution That estimate is reviewed and signed for by the customer prior to any work being completed, agreeing to the solution and the price If the customer does not agree to the price or solution method, nothing is charged to them The customer then signs again once the work is completed to state they are satisified with the outcome, and at that time funds are collected Every charge and an explanation of those charges are listed on the document signed by this customer All things were done in accordance with these procedures and policies therefore we consider this matter closed
Have made contact with the customer and arranged for a Field Supervisor to meet there with the customer's nephew who is a plumberPrevious work done there has been completed correctlyThe concern is with the ground water which is there and what it's source might be
Dear Mr [redacted] ***,We are sorry to hear that you were not pleased with your recent experience with Roto-RooterWe have already brought your concerns to the attention of the general manager of this branch and will keep you in the loop so we can come to a resolution very soonThank you for the feedback!Pat S [redacted] Customer Satisfaction Manager
Please see the attached document(II)- Roto-Rooter Services CornpanyNaiman Parkway (DDTECoco1-800-GET-ROTO (438-7686) PUBING 2PH: (440) 287-IRAIN SERVICE Fax (440) 542-0570Dear Lynne,I will answer each of Mr [redacted] ' points below in italics following each point, I may have to move away fron just the documented facts in order answer some of the points.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 complaintFor your reference, details of the offer I reviewed appear below.To assist us in bringing this matter to a close, we would like to know your view on the matter.)Regards, [redacted] MrTrebec's offer is appreciated, but it does not cover all the expenses incurred to fix Roto-Rooter's unfinished work.I agree with MrTrebec that we should look at facts at our disposal and then try to conclude what happened by logically evaluating them.Fact: I am a mechanical engineerI worked as a plant engineer for Eveready Battery at the [redacted] Edgewater plantI know pipingI had a good understanding of the problemBoth of my sewer lines were old and made with sections of ceramic pipe, Roots from my tree would eventually be able to enter the pipes through the joints and plug them.I cannot attest to Mr [redacted] ' occupationFrom the accounts I received from Mr [redacted] and Mr [redacted] , the Roto-Rooter representatives who responded to the initial service call, Mr [redacted] was present for the initial inspection and did seen more knowledgeable than the average customer, Mrs [redacted] was also present.Tree roots are a major problem for drain pipes as they age.Fact: Roto Rooter told me that my storm sewer was completely blocked.Mr [redacted] and Mr [redacted] confirm this conversationThe line was blocked to the point where it would not allow for a complete camera inspectionThe camera could not pass through and inspect the entire line,Mr [redacted] and Mr [redacted] explained the entire situation to both Mrand Mrs [redacted] They attest to recommending that the entire line be replacedThis included removal of the sidewalk and bushes near the homeTherefore, a higher priced jobThe [redacted] ' indicated that they would like to think about itMr [redacted] gave then his business card and told them to let him know what they would like to do once they decidedMr [redacted] and Mr [redacted] then left the home and began putting their belongings into their vehicle.Mr [redacted] cane out of the home and said, "let's do it"However, he did not want to remove the sidewalk unless absolutely necessaryThey agreed to complete the repairs between the sidewalks and then determine if any additional work would be needed once the pipe under the sidewalk was available to viewMr [redacted] proposed the price and they agreed to the workMr [redacted] said he would prepared the necessary paperwork and return for signatures and to begin the work.Mr [redacted] prepared the paperwork and arranged for the city permitHe then brought all necessary paperwork to the home to have it signedMr [redacted] was at work at the time and Mrs[redacted] signed on their behalfNo changes to the previously agreed upon work were made.Fact: My wife is very non-technical and had at best a hazy understanding of the two sewers and the problems with both,Please see aboveMrand Mrs [redacted] were present for the investigation and proposal of workNo changes were made to work that had been agreed to and no new technical information or issues werediscussed.Fact: I did not sign the proposal submitted by MrTrebec as evidenceMY WIFE DIDI was at work.I acknowledge this fact, Mrs [redacted] signed on their behalfI apologize for having said that Mr [redacted] signed the proposal.Fact: When I arrive home from work, Roto-Rooter was loading their equipment back on their trailerThey had opened my front yard and filled in the excavation in less than hours.Mr [redacted] did arrive home prior to our crew leaving the property.Fact: I was unhappy that they had just dug sidewalk to sidewalk, but the trench was already filled in and I assumed, based on the very recognizable name of Roto-Rooter, that the problem had been fixedSo I signed the invoice.I cannot speak to how Mr [redacted] was feelingThe crew leader, Chuck [redacted] , attests that no dissatisfaction of the work was discussedThe work that was agreed upon and contracted for was completed.Fact: Roto-Rooter never demonstrated to me that the plug in my storm sewer had been repaired.A great deal of the pipe was impacted with roots, most likely from the tree in the front yardReplacing the drain line with new pipe is the most permanent way to correct the issueRoto-Rooter would be happy to schedule a time to meet Mr [redacted] at his home and camera inspect the work we .pleted???cFact: water was pouring into my basement sump every time it rained after Roto-Rooter had finished the excavation of my front yard.We cannot debate that this may have been happening and was likely due to the storm line being blocked beyond the sidewalk we were contracted to stop atWe had recommended that the entire line be replaced all the way to the housePlease see above.Fact: I contacted Roto-Rooter about the problem shortly after it beganThey sent a servcieman outI did not get his name, but he had very recognizable featuresHe wasn't 6'4" tall with a big red beard, nor was he 5'6" tall and poundsHe did have strong East Asian featuresHe told me there was nothing wrongI asked him to run a camera through my storm sewer and he requested $which I declinedThat meant a lot of water was pouring through my basement wall and eventually into the Sump probably causing damage.The technician who arrived was Zo (short for a very long name)He did refer the request to Mr [redacted] , who was there initially with Mr [redacted] He came and did a camera inspection for no additional charge and confirmed that the remainder of the drain pipe required repair.Fact: Finally, Roto-Rooter agreed to run a camera through my storm sewer months laterIt was done by Dennis [redacted] and he did find a break in the line only several feet from where Roto Rooter stopped the excavation.Please see aboveWe confirm that Mr [redacted] called on 5/4/at 3:pm.Mr [redacted] stated that Mr [redacted] gave him an estimate for $3,to do the additional workMr [redacted] declined the proposal for the additional work.Fact: I tried to fix the problem myself, but after digging down and finding the broken connection, Iran into the sidewalk.This problem was discussed prior to the initial service in NovemberThe [redacted] ' had not wanted to go to the extent of removing the sidewalk at that timeThis resulted in the agreed upon work to be between the sidewalks only.Fact: I called Mr [redacted] to remove a piece of the sidewalk.No response necessary.Fact: I realized that I couldn't fix the problem myself and asked them to fix it for me.Mo response necess???.Fact: I asked them to replace both the old storm and sanitary sewer lines between my house and where Roto-Rooter had left off (I assumed it would be at my sidewalk based on the invoice I signed.) They charged me $to do itThey had to bring out their equipment and start from scratch other than the hole that I had dug.It is certainly the right of every homeowner to choose the vendors they hire.Fact: Mr [redacted] discovered that Roto-Rooter had not stopped where they said they hadThey stopped feet short of the sidewalk with the storm sewer and feet short of the sidewalk with the sanitary sewerThe water main was lying on top of the sanitary sewerIt is made of copper and would certainly have been severed if a power shovel were used, so they had to excavate a lot by hand which slowed them downRoto Rooter would have also seen the water main thereMr [redacted] charged another $for the additional excavation and piping.When doing a partial repair on clay pipe the most effective place to stop and connect into the existing pipe is at the closest bell the stopping pointThis allows for a more secure connection and wouldprevent having to undermine the soil sidewalkI cannot verify that was the case in this instance, but it is common practice, And with the stated differences being and feet, this is the most likely case.In any event, I accept Mr [redacted] ' claim of and feet short of the sidewalk.Fact: I have many pictures with tape measures showing where Roto-Rooter left off.I accept Mr [redacted] ' claim.Fact: City inspector Dan [redacted] saw Roto-Rooter's proposal that my wife signed and also the open excavation showing where Roto-Rooter left offHe was surprised the previous inspector signed off based on what he read in the proposalHe has the type of license that allows him to testify in Court and would be willing to do so.I cannot comment on anything Mr [redacted] may or may not have said regarding the job we completed or the actions of a fellow inspector,Mr [redacted] who was present on the initial visit and witnessed the agreement made, and also conducted the complimentary camera inspection, holds the same inspector license and was a city inspector here in the [redacted] area before resigning to join Roto-Rooter last fall.Mr [redacted] , was the crew leader on the repair in November, is a licensed Ohio Master Plumber, with years experience.Based on the facts, I think a reasonable person would agree to the following conclusions:Why would an engineer or a mechanically inclined person or even a person with common sense who had a clear understanding of the problem consent to have someone just dig a trench and lay pipe? No, they would expect the problem to be fixed.I do not disagree with Mr [redacted] ' statementWe deal with multiple customers with a variety of occupationsMr [redacted] and Mr [redacted] originally proposed to replace the entire drain lineIt was Mr [redacted] ' decision to only replace the pipe from sidewalk to sidewalkMrs [redacted] signed the proposal on their behalfThe [redacted] ' were not charged for the additional footage or sidewalk removalThe drain had roots throughout itRoto-Rooter replaced it with new pipe.Roto-Rooter wanted to get in and out as fast as they could to reap maximum profitThey took advantage of my wife who did not understand the issue and who had not discussed the issue with Roto-RooterThe fact that they didn't even do what they had charged (not even close) bolsters this conclusion,like Eveready, Roto-Rooter is a for profit organizationRoto-Rooter would have gladly done the additional repair as that is how they survive as an organizationRoto-Rooter offered to do the additional work on two different occasions, as part of the initial work and with Mr [redacted] 's supplemental proposal of $3,months laterBoth proposals were declined.Mrs [redacted] signed only what had been agreed to during the initial visitNothing was changed and no attempt to take advantage of her was madeWhen Mr [redacted] arrived with the completed proposal, Mr [redacted] would have been just as welcome to sign itIf the scope of the work written on the proposal was different than agreed, it could have been rewritten prior to the work commencing.Assuming Mr [redacted] ' statement of our repair being and feet short of the sidewalk is correct, as discussed above, considering the length of the yard I believe the statement of "not even close" to be an exaggerationBut I will address that below.They could have easily done the job right, but it would have taken them an additional day or half day.We do not disagreeIf done as part of the initial job, it would have been very efficient, but we were not authorized to remove any sidewalk.Additional footage would have been at an additional cost, and the sidewalk would have been affectedRoto-Rooter also gave a later proposal of $3,to do the additional workThis was declined.The invoice from Mr [redacted] is $I expect Roto-rooter to pay that amount.Roto-Rooter did not hire Mr [redacted] Roto-Rooter offered to complete the work two different times and for less moneyThe invoice from Mr [redacted] is the result of a decision made by Mr [redacted] ,Previously I offered a refund of $1,as a good will gesture and act of good faith, even though Mr [redacted] ***' chose to use another company that was more expensiveThis was not a refund, as RotoRooter was not contracted for or paid for the additional work completed by Mr [redacted] Mr [redacted] has declined this offer,I have also accepted Mr [redacted] ' claim of our repair ending feet short with the storm drain and feet short with the sanitary drainWe charged Mrand Mrs [redacted] $per foot for the replacement of two drain pipesThis would indicate $per drain pipe.If we use the 3-foot number for the storm drain and multiply by $that would be $Usingthe 8-foot number for the sanitary drain and multiplying by $would be $This would total to $957.00.I will extend the initial good faith offer of $1,and add the $I sincerely believe a resolution offering of $2,would be more than reasonable and in fact above and beyond what would be reasonably dueRoto-Rooter prides itself on the services we provide and wish to take every opportunity to satisfy our customers[redacted] , 8/21/2017Ron Trebec 8/28/Roto-Rooter Services Co
We spoke to the customer and apologized to him in regards to his waiting time offered him $refund which he excepted, request was sent to our corporate office and a check was cut on 7/in the amount of $We sent out another technician to fix the problem at no charge to the customerWe consider this incident resolved
To whom it may concern: Roto-Rooter Services Company Services Company arrived at the home of the [redacted] ’s on July 21st Upon qualifying the sewer damage Roto-Rooter Services Company determined that the source of the water was caused by a blockage in the [redacted] ’s lateral waste sanitary lineThe insurance industry considers this a “Fill-Up” Upon acquiring this information Roto-Rooter Services Company and encouraged the [redacted] ’s to file a claim with their home-owners insuranceAfter she filed the claim she was later informed that she had a policy limit of $5,applied under a “sewer-backup” endorsementRoto-Rooter Services Company later discovered that this endorsement was intentionally misapplied to afford the [redacted] ’s the $5,maximum allowed under the endorsementRoto-Rooter Services Company was unaware as was the [redacted] ’s that her policy that she has purchased does not cover for day-to-day losses and has a specific exclusion that will not cover water damage from any other source outside of this particular endorsement purchasedThe insurance company did this as a favor in an act of good-willRoto-Rooter Services Company never quoted a price between $3,and $4,to the [redacted] ’sIn fact if you look at the attached work order agreement the customer was quoted between $3,and $7,The reason for this large variation is because at the time of the contracts being signed Roto-Rooter Services Company does not have the ability to do an intrusive inspection, and is unsure of what if any materials may be behind the finishing materials or to what extent the framing and masonry is saturatedThese factors can account for the majority of the drying bill Roto-Rooter Services Company in an act of good faith has made several attempts to reach out to her insurance adjuster to see if any other funds can be afforded to the [redacted] ’s from any part of her policyUnfortunately, there is noneRoto-Rooter Services Company is happy to work with the [redacted] ’s but cannot simply walk away from 55% of or $3,from the billRoto Rooter cannot be held responsible for the undervaluation of coverage’s purchased by the [redacted] ’sIf you look at the water extraction agreement (contract) it is made explicitly clear that the [redacted] ’s are and knew they were taking full responsibility for the bill And that Roto Rooter Services Company will follow the industry standards presented by the IICRC Sregardless of whether or not insurance coverage applies Roto Rooter Services Company contract is with the homeowner and not the insurance carrierWe have provided the [redacted] ’s with a line item Xactimate invoice which itemizes our billAny discrepancies or issues with this bill we are happy to discussAgain we are happy to work with the [redacted] ’s but cannot simply walk away from $3,Please give me a call or an email if you have any questions or concernsChris Redd Restoration Division Manager Ext [email protected]
Spoke to customer agreeing to refund partial payment totaling [redacted] Then we are mailing her a copy of invoice stating of the work that was that performed at her property for insurance purposes
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.Customer said business has not finished the job; there is a sinking hole in her garageAlso, customer was told that business takes care of all the paperwork and all the work would be covered by insuranceCustomer went with that information and therefore did not get a second estimateCustomer was told anything over $3,would be taxCustomer would have gotten a second estimate if she knew she would have a billCustomer wishes business to wait on sending her to collections until this matter is settled Regards, [redacted]
I am glad to here the guys did a good job for you I do apologize that the chairs were taken as part of the clean up workWe have been trying to work with your insurance company on this matter but have gotten no response to this point That being said we will credit your credit card for the requested amount of $ It may take a day or so to show up on your account Thanks for using Roto-Rooter and I hope you will let us handle your plumbing and water clean up issues in the future
The customer had received a check for our services from the insurance companyWe offered a $refund once our services had been paid forThe customer agreed and then changed their mind about releasing check to usSince all check refunds come from our corporate office and take 1-weeks.She choose to hold check and told us to contact the insurance companySince she has refused payment we must proceed with the collection process which includes placing a lien on the property until payment is resolvedWe will still honor a $refund as a good faith customer service credit once the balance is resolvedWe will continue the collection process until the balance is paid as well