[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]
The original bill for $2621.89 was for the only following charges. Antimicrobial of the affected areas in the basement, 1 dehumidifier for 3 days, 8 air movers for 3 days, 1 air scrubber for 3 days, 1 day for equipment set up and take down, a charge for personal protective equipment and a...
decontamination charge for equipment due to being a Category 3 loss. All prices were based off of a version of an Xactimate. Three days is the standard for drying according to the IICRC standard so this is all that Mr. [redacted] was charged for. After hearing his original concerns we reduced his bill down to $2200 dollars as a discount since he used Roto-Rooter Services Company for his plumbing needs also. I am willing to work with Mr. [redacted] as much as I can as we value all customers.
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 garage. Also, customer was told that business takes care of all the paperwork and all the work would be covered by insurance. Customer went with that information and therefore did not get a second estimate. Customer was told anything over $3,500 would be tax. Customer would have gotten a second estimate if she knew she would have a bill. Customer wishes business to wait on sending her to collections until this matter is settled.
Regards,
[redacted]
11/9/2017 3:54pm Frank [redacted] - Restoration Manager left a message on customers voice mail to call him back on his cell number (he can be reached at any time)
Tell us why here...I have attached the gps reports for the day 3/12/17 Mrs. [redacted] claims my men were there for 15 minutes and states we charged 4000 for 15 minutes worth of work. As per the gps reports and the AS400 time tracking system my men were on site for over 5 hours repairing her sewer...
line. On 4/17/17 She did have another issue with her water main and meter my technician was on site for 4 hours repairing that issue at a cost of 1535.10. On 3/10/17 Mrs [redacted] with her Grand Daughter whom was on site relaying all questions and concerns with our Restoration Specialist [redacted] was made aware that if the insurance company does not cover the mitigation she would be responsible for payment. All documents were then explained and signed by Mrs [redacted]. At no time were blank documents given to her to sign.
This letter was delivered to Mrs. [redacted] on 5/2/17 at 3:15pm. 5-2-2017 Roto-Rooter was at [redacted] to inspect a main sewer line for the address on 4-23-2017. At that time the Roto-Rooter Technician both inspected using a camera and machine cleaned the...
mainline. Upon inspection there were roots present from approximately 25ft to 60ft. The roots present were removed through machine cleaning. The roots infiltrated the sewer line at a joint where the line changes from cast iron to a clay tile material which is a common occurrence. The main sewer line is now free flowing and clean of roots, however roots will again become present in the line. There is a six month guarantee on the cleaning of the mainline. During the camera inspection there were no breaks or visible cracks in the line at this time. After cleaning the mainline it is functioning as designed. Robert [redacted]General Manager Robert [redacted]General Manager Roto-Rooter Services Company
I am unable to locate this customer in our database. Please email me with your
full service address including zip code so I can look into this issue. My email address is [email protected].
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.
As stated in the signed landscape waiver, it takes several weeks or months for the dirt to settle. They could not put the 5 or 6 blocks back in place till after the dirt settled, and it was stated verbally and in the waiver that we were not responsible for putting those back. And the blocks are 14 pounds lighter than the stated 75 lbs that he said, according to online specs on those blocks. As you can see in the picture attached, it was a small spot that needed backfilled, just as we stated before the dig. This is a final notification of this completed job, and we will not be back-paying anything.
Spoke with customer, she is working with her insurance company to try and get them to push the third party company as well for either a response to us or resolution for her.
I (Manuel Ruiz, branch FTM) called customer on date of complaint. Customer explained to me his problem with one of my technicians. After speaking to the customer and receiving all the details, I stated I would talk to my technician and if what the customer stated was true, I would determine the...
correct disciplinary action for my technician. Called my technician into the office the next business day and sat with an additional manager and asked what had happen. Technician stated that he wasn't disrespectful to the customer but he did tell the customer he didn't think it was necessary to go to the basement again. At that time, I thought it was appropriate to verbally counsel my technician and to warn him that this type of behavior will not be tolerated. If a customer kindly request a service, we are more than obligated to give them our full attention. My technician understood and I explained to the customer that I will offer them a 20 percent discount on their next service for the inconvenience. Customer was very happy with my response and I assured him this will not happen again.
Customer talked to business, Jeremy [redacted] on Tuesday, 8/22/17. Business was to contact insurance company about issuing a new check, and refunding customer $500 when check was received. Customer received a letter dated 8/22 of notice of intent to file a mechanics lien. Customer called business today for explanation, and has not received a return call. Customer called insurance company today and requested they send the check directly to business. Please advise about meaning of the letter to file a lien.
Spoke with Ms. [redacted] and explained that Fela attempted to stop the leak in the meter pit. He let them know if this was not successful there would be additional charges. The leak did get worse and we sent Ron out to give a quote to repair since the meter pit had to be excavated for the proper repair....
She insisted that she would not pay more than $239. Offered her a 20% discount off the normal repair and would not accept.
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] Mr. Trebec’s offer is appreciated, but it does not cover all the expenses incurred to fix Roto-Rooter’s unfinished work.I agree with Mr. Trebec 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 engineer. I worked as a plant engineer for Eveready Battery at the [redacted] Edgewater plant. I know piping. I had a good understanding of the problem. Both 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. Fact: Roto Rooter told me that my storm sewer was completely blocked.Fact: My wife is very non-technical and had at best a hazy understanding of the two sewers and the problems with both.Fact: I did not sign the proposal submitted by Mr. Trebec as evidence. MY WIFE DID. I was at work.Fact: When I arrive home from work, Roto-Rooter was loading their equipment back on their trailer. They had opened my front yard and filled in the excavation in less than 8 hours.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 fixed. So I signed the invoice.Fact: Roto-Rooter never demonstrated to me that the plug in my storm sewer had been repaired.Fact: water was pouring into my basement sump every time it rained after Roto-Rooter had finished the excavation of my front yard.Fact: I contacted Roto-Rooter about the problem shortly after it began. They sent a servcieman out. I did not get his name, but he had very recognizable features. He wasn’t 6’4” tall with a big red beard, nor was he 5’6” tall and 300 pounds. He did have strong East Asian features. He told me there was nothing wrong. I asked him to run a camera through my storm sewer and he requested $350 which I declined. That meant a lot of water was pouring through my basement wall and eventually into the sump probably causing damage.Fact: Finally, Roto-Rooter agreed to run a camera through my storm sewer months later. It was done by Dennis [redacted] and he did find a break in the line only several feet from where Roto Rooter stopped the excavation.Fact: I tried to fix the problem myself, but after digging down and finding the broken connection, I ran into the sidewalk.Fact: I called Mr. [redacted] to remove a piece of the sidewalk.Fact: I realized that I couldn’t fix the problem myself and asked them to fix it for me.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 the invoice I signed.) They charged me $2200 to do it. They had to bring out their equipment and start from scratch other than the hole that I had dug.Fact: Mr. [redacted] discovered that Roto-Rooter had not stopped where they said they had. They stopped 3 feet short of the sidewalk with the storm sewer and 8 feet short of the sidewalk with the sanitary sewer. The water main was lying on top of the sanitary sewer. It 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 down. Roto Rooter would have also seen the water main there. Mr [redacted] charged another $1500 for the additional excavation and piping.Fact: I have many pictures with tape measures showing where Roto-Rooter left off.Fact: City inspector Dan D’Agostino saw Roto-Rooter’s proposal that my wife signed and also the open excavation showing where Roto-Rooter left off. He was surprised the previous inspector signed off based on what he read in the proposal. He has the type of license that allows him to testify in court and would be willing to do so.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.Roto-Rooter wanted to get in and out as fast as they could to reap maximum profit. They took advantage of my wife who did not understand the issue and who had not discussed the issue with Roto-Rooter. The fact that they didn’t even do what they had charged (not even close) bolsters this conclusion.They could have easily done the job right, but it would have taken them an additional day or half day.The invoice from Mr. [redacted] is $3700. I expect Roto-rooter to pay that amount.[redacted], 8/21/2017
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.]
The response received from the company was a misrepresentation of the facts of this complaint. The facts are that a water restoration specialist from Roto Roooter came into my home, reviewed my home owners policy and advised me that I had 100% coverage for water restoration services. Despite my concerns and questions about being sure of this , and concerns about an approval process from the insurance company , I was continually assured that there was no approval process and that I was covered. Because of the information I received and was provided I signed paperwork for work to be done. If the company had followed their process and procedures, of verifying coverage with the insuance compay prior to begining work than none of this would have happened. I signed paperwork based on false and inaccurate information provided by their specialist.I was then charged $5300 for work that they did for a few hours. My floors and bathroom remain unfixed.Yes I am a struggling mother of 3 that feels like a big corporation has taken advantage of me . I relied on the information that was given to me by a specialist and for that I have been wronged. Everything that has happened was due to company error and they don not want to tkae reaponsibility for it. On Friday july 27, 2017 the mitigation manager Frank offered to settle with me for $2500. I advised him that I wanted to receive notification from the Revdex.com prior to agreeing to anything.
Regards,
[redacted]
In response to the customers complaint. The customer had several issues with their sewer line. There was a belly in the line starting at an outside c/o. This will cause the sewage to hold in the line as the pipes are not designed to run uphill. This is caused by age and settling. They also had an...
issue with their inside plumbing due to a bad fitting under the floor. Both these issues were preexisting to our service. The 1st tech spent 2 hrs trying to remove the blockage. Unable to due the amount of solid waste. Normal charge $284.00 per hour. Recommended hydroflushing line as this will do a better job moving solid waste. Jetted out 105' and was able to get line to drain. This will NOT fix a belly in the line. There may have been a "massive blockage" at 35', but again sewage will not flow uphill. We did not know of the problem inside the house at this time. Normal charge for jetting is $419.00 per hr. Spent 2 hrs jetting for $369.00. The line backed up again and we sent a third tech out to give satisfaction. He spent 5 hours on site working from the basement in order to get the line to drain. The home owner lives in an area that does their own excavations. As this program is funded by tax dollars, they only repair what is needed. This is the "other" contractor that was on site. The city determined the only way the home owner was going to have their problem rectified was with a city contracted back hoe. Our third tech did charge for a camera and locate of the problems under the home. As you can see, we spent almost 10 manhours on this line and discounted every service we did. We are not responsible for damaged and deteriorated piping. We did everything within our power to satisfy the customer and get their line draining, but an excavation was the final solution as determined by the city. We were the ones who told them of the city program to repair their service.
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]
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]
[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]
Spoke with [redacted], went over the estimate and maded a few adjustments. She will be paying the bill next week and is satisified
The original bill for $2621.89 was for the only following charges. Antimicrobial of the affected areas in the basement, 1 dehumidifier for 3 days, 8 air movers for 3 days, 1 air scrubber for 3 days, 1 day for equipment set up and take down, a charge for personal protective equipment and a...
decontamination charge for equipment due to being a Category 3 loss. All prices were based off of a version of an Xactimate. Three days is the standard for drying according to the IICRC standard so this is all that Mr. [redacted] was charged for. After hearing his original concerns we reduced his bill down to $2200 dollars as a discount since he used Roto-Rooter Services Company for his plumbing needs also. I am willing to work with Mr. [redacted] as much as I can as we value all customers.
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 garage. Also, customer was told that business takes care of all the paperwork and all the work would be covered by insurance. Customer went with that information and therefore did not get a second estimate. Customer was told anything over $3,500 would be tax. Customer would have gotten a second estimate if she knew she would have a bill. Customer wishes business to wait on sending her to collections until this matter is settled.
Regards,
[redacted]
11/9/2017 3:54pm Frank [redacted] - Restoration Manager left a message on customers voice mail to call him back on his cell number (he can be reached at any time)
Tell us why here...I have attached the gps reports for the day 3/12/17 Mrs. [redacted] claims my men were there for 15 minutes and states we charged 4000 for 15 minutes worth of work. As per the gps reports and the AS400 time tracking system my men were on site for over 5 hours repairing her sewer...
line. On 4/17/17 She did have another issue with her water main and meter my technician was on site for 4 hours repairing that issue at a cost of 1535.10. On 3/10/17 Mrs [redacted] with her Grand Daughter whom was on site relaying all questions and concerns with our Restoration Specialist [redacted] was made aware that if the insurance company does not cover the mitigation she would be responsible for payment. All documents were then explained and signed by Mrs [redacted]. At no time were blank documents given to her to sign.
This letter was delivered to Mrs. [redacted] on 5/2/17 at 3:15pm. 5-2-2017 Roto-Rooter was at [redacted] to inspect a main sewer line for the address on 4-23-2017. At that time the Roto-Rooter Technician both inspected using a camera and machine cleaned the...
mainline. Upon inspection there were roots present from approximately 25ft to 60ft. The roots present were removed through machine cleaning. The roots infiltrated the sewer line at a joint where the line changes from cast iron to a clay tile material which is a common occurrence. The main sewer line is now free flowing and clean of roots, however roots will again become present in the line. There is a six month guarantee on the cleaning of the mainline. During the camera inspection there were no breaks or visible cracks in the line at this time. After cleaning the mainline it is functioning as designed. Robert [redacted]General Manager Robert [redacted]General Manager Roto-Rooter Services Company
I am unable to locate this customer in our database. Please email me with your
full service address including zip code so I can look into this issue. My email address is [email protected].
Thank you,
[redacted]
Customer Satisfaction
Manager
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.
As stated in the signed landscape waiver, it takes several weeks or months for the dirt to settle. They could not put the 5 or 6 blocks back in place till after the dirt settled, and it was stated verbally and in the waiver that we were not responsible for putting those back. And the blocks are 14 pounds lighter than the stated 75 lbs that he said, according to online specs on those blocks. As you can see in the picture attached, it was a small spot that needed backfilled, just as we stated before the dig. This is a final notification of this completed job, and we will not be back-paying anything.
Spoke with customer, she is working with her insurance company to try and get them to push the third party company as well for either a response to us or resolution for her.
I (Manuel Ruiz, branch FTM) called customer on date of complaint. Customer explained to me his problem with one of my technicians. After speaking to the customer and receiving all the details, I stated I would talk to my technician and if what the customer stated was true, I would determine the...
correct disciplinary action for my technician. Called my technician into the office the next business day and sat with an additional manager and asked what had happen. Technician stated that he wasn't disrespectful to the customer but he did tell the customer he didn't think it was necessary to go to the basement again. At that time, I thought it was appropriate to verbally counsel my technician and to warn him that this type of behavior will not be tolerated. If a customer kindly request a service, we are more than obligated to give them our full attention. My technician understood and I explained to the customer that I will offer them a 20 percent discount on their next service for the inconvenience. Customer was very happy with my response and I assured him this will not happen again.
Customer talked to business, Jeremy [redacted] on Tuesday, 8/22/17. Business was to contact insurance company about issuing a new check, and refunding customer $500 when check was received. Customer received a letter dated 8/22 of notice of intent to file a mechanics lien. Customer called business today for explanation, and has not received a return call. Customer called insurance company today and requested they send the check directly to business. Please advise about meaning of the letter to file a lien.
Spoke with Ms. [redacted] and explained that Fela attempted to stop the leak in the meter pit. He let them know if this was not successful there would be additional charges. The leak did get worse and we sent Ron out to give a quote to repair since the meter pit had to be excavated for the proper repair....
She insisted that she would not pay more than $239. Offered her a 20% discount off the normal repair and would not accept.
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] Mr. Trebec’s offer is appreciated, but it does not cover all the expenses incurred to fix Roto-Rooter’s unfinished work.I agree with Mr. Trebec 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 engineer. I worked as a plant engineer for Eveready Battery at the [redacted] Edgewater plant. I know piping. I had a good understanding of the problem. Both 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. Fact: Roto Rooter told me that my storm sewer was completely blocked.Fact: My wife is very non-technical and had at best a hazy understanding of the two sewers and the problems with both.Fact: I did not sign the proposal submitted by Mr. Trebec as evidence. MY WIFE DID. I was at work.Fact: When I arrive home from work, Roto-Rooter was loading their equipment back on their trailer. They had opened my front yard and filled in the excavation in less than 8 hours.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 fixed. So I signed the invoice.Fact: Roto-Rooter never demonstrated to me that the plug in my storm sewer had been repaired.Fact: water was pouring into my basement sump every time it rained after Roto-Rooter had finished the excavation of my front yard.Fact: I contacted Roto-Rooter about the problem shortly after it began. They sent a servcieman out. I did not get his name, but he had very recognizable features. He wasn’t 6’4” tall with a big red beard, nor was he 5’6” tall and 300 pounds. He did have strong East Asian features. He told me there was nothing wrong. I asked him to run a camera through my storm sewer and he requested $350 which I declined. That meant a lot of water was pouring through my basement wall and eventually into the sump probably causing damage.Fact: Finally, Roto-Rooter agreed to run a camera through my storm sewer months later. It was done by Dennis [redacted] and he did find a break in the line only several feet from where Roto Rooter stopped the excavation.Fact: I tried to fix the problem myself, but after digging down and finding the broken connection, I ran into the sidewalk.Fact: I called Mr. [redacted] to remove a piece of the sidewalk.Fact: I realized that I couldn’t fix the problem myself and asked them to fix it for me.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 the invoice I signed.) They charged me $2200 to do it. They had to bring out their equipment and start from scratch other than the hole that I had dug.Fact: Mr. [redacted] discovered that Roto-Rooter had not stopped where they said they had. They stopped 3 feet short of the sidewalk with the storm sewer and 8 feet short of the sidewalk with the sanitary sewer. The water main was lying on top of the sanitary sewer. It 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 down. Roto Rooter would have also seen the water main there. Mr [redacted] charged another $1500 for the additional excavation and piping.Fact: I have many pictures with tape measures showing where Roto-Rooter left off.Fact: City inspector Dan D’Agostino saw Roto-Rooter’s proposal that my wife signed and also the open excavation showing where Roto-Rooter left off. He was surprised the previous inspector signed off based on what he read in the proposal. He has the type of license that allows him to testify in court and would be willing to do so.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.Roto-Rooter wanted to get in and out as fast as they could to reap maximum profit. They took advantage of my wife who did not understand the issue and who had not discussed the issue with Roto-Rooter. The fact that they didn’t even do what they had charged (not even close) bolsters this conclusion.They could have easily done the job right, but it would have taken them an additional day or half day.The invoice from Mr. [redacted] is $3700. I expect Roto-rooter to pay that amount.[redacted], 8/21/2017
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.]
The response received from the company was a misrepresentation of the facts of this complaint. The facts are that a water restoration specialist from Roto Roooter came into my home, reviewed my home owners policy and advised me that I had 100% coverage for water restoration services. Despite my concerns and questions about being sure of this , and concerns about an approval process from the insurance company , I was continually assured that there was no approval process and that I was covered. Because of the information I received and was provided I signed paperwork for work to be done. If the company had followed their process and procedures, of verifying coverage with the insuance compay prior to begining work than none of this would have happened. I signed paperwork based on false and inaccurate information provided by their specialist.I was then charged $5300 for work that they did for a few hours. My floors and bathroom remain unfixed.Yes I am a struggling mother of 3 that feels like a big corporation has taken advantage of me . I relied on the information that was given to me by a specialist and for that I have been wronged. Everything that has happened was due to company error and they don not want to tkae reaponsibility for it. On Friday july 27, 2017 the mitigation manager Frank offered to settle with me for $2500. I advised him that I wanted to receive notification from the Revdex.com prior to agreeing to anything.
Regards,
[redacted]
In response to the customers complaint. The customer had several issues with their sewer line. There was a belly in the line starting at an outside c/o. This will cause the sewage to hold in the line as the pipes are not designed to run uphill. This is caused by age and settling. They also had an...
issue with their inside plumbing due to a bad fitting under the floor. Both these issues were preexisting to our service. The 1st tech spent 2 hrs trying to remove the blockage. Unable to due the amount of solid waste. Normal charge $284.00 per hour. Recommended hydroflushing line as this will do a better job moving solid waste. Jetted out 105' and was able to get line to drain. This will NOT fix a belly in the line. There may have been a "massive blockage" at 35', but again sewage will not flow uphill. We did not know of the problem inside the house at this time. Normal charge for jetting is $419.00 per hr. Spent 2 hrs jetting for $369.00. The line backed up again and we sent a third tech out to give satisfaction. He spent 5 hours on site working from the basement in order to get the line to drain. The home owner lives in an area that does their own excavations. As this program is funded by tax dollars, they only repair what is needed. This is the "other" contractor that was on site. The city determined the only way the home owner was going to have their problem rectified was with a city contracted back hoe. Our third tech did charge for a camera and locate of the problems under the home. As you can see, we spent almost 10 manhours on this line and discounted every service we did. We are not responsible for damaged and deteriorated piping. We did everything within our power to satisfy the customer and get their line draining, but an excavation was the final solution as determined by the city. We were the ones who told them of the city program to repair their service.
[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]
[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]
I need to get the invoice or invoice number as I am not sure of the name of the Roto-Rooter customer.