We have investigated the complaint, and have spoken to [redacted] as well as [redacted]. It has been found that [redacted] should not have charged for a diagnostic fee. It has also been found that there was misunderstanding of the notes on the invoice, leading to [redacted]'s response to [redacted]. We have...
submitted a credit memo to remove the service fee. I have reached out to [redacted] and have asked him to call me so that I may notify him of the resolution.
As stated before, we fixed her plumbing problem for free both times. Her claim was through her [redacted] for approximately $4000, with $1000 of that coming out of [redacted] pocket for her deductible. She signed off on the job and was satisfied with the results. When her 2nd issue happened 6 months later, we offered to IMMEDIATELY get our on call Restoration Supervisor Mark S. out to set up drying equipment again at no charge. She refused because she did not care for him and wanted another manager to bring it out. Adam explained that he was away on vacation until the 30th because of a Memorial Weekend vacation. She said that's fine, and chose to wait. He got out there the next day to spray the carpets with disinfectant, and placed an air scrubber in there for 3 days to remove the musty smell. He recommended fans and dehumidifiers to completely dry everything but she said no, because she didn't want to pay for the electricity and deal with the noisy fans for 3 days. She still had not replaced the carpet padding or other flooring from her first claim from 6 months ago, so there was no inconvenience of her floors being messed up. We offered her immediate solutions to her problems at no cost, and she chose not to do what we suggested. This is our stance on this issue.
In response to [redacted]'s second submission to the Revdex.com:[redacted] ended her letter to the Revdex.com with concern that we did a repair that wasn't needed and one that she can't afford. She agreed in writing to have us perform the work, the city agreed the work was needed. [redacted] now stating she cannot afford the work isn't anything I can speak to, except to say that we expect to collect payment for our services. We had a signed proposal from [redacted] to perform a main sewer line repair. On the day of the excavation, she had interaction with the city, expressed her concerns and we stopped work. She is correct that we started the work, but stopped immediately after she asked us to. The city viewed the video recording of her sewer line which clearly demonstrated a needed repair. The city spoke with her and with me giving us the go ahead to proceed with the work. I spoke with [redacted] that day, answered any concerns she had, and she agreed to have us move forward.We complete the work and then she cancelled payment.The floor drain [redacted] speaks of is a separate plumbing line, ahead of her mainline, and not at all the cause of the mainline issue she had that we fixed (again, the city official viewed the video and agreed the repair was needed). The technician that cabled and video inspected it, is the one who gave her the proposal to do the mainline repair. Due to her concern, he went there on his day off, cabled her floor drain and video inspected it at no charge. I'd be glad to provide [redacted] with an invoice for that work that includes a 1 year guarantee. All that was found wrong with that separate line was some hard sludge gathered around an area with heavy scale - common in most floor drain lines. I'd be glad to provide [redacted] with an invoice for the free floor drain cable and inspection with a 1 year guarantee - and will mail that to her next week. There was no invoice because the technician who worked with her on the mainline repair, came to her house on his day off because of the concern with the floor drain. He was simply trying to be nice and satisfy her concern. I personally delivered a video to [redacted]'s home of the main sewer line and sent her an email link to the floor drain video. We had some email issues and miscommunication a few weeks back, but she has everything.[redacted] states she is concerned that she may have had a repair that wasn't needed nor can afford. She needed the repair, evidenced by the fact that when she was concerned she didn't need it, she asked us to stop work until the city could verify it needed to be repaired. I have acted in good faith from the moment she had concern due to a conversation with the city official and sought to answer her concerns for several weeks. At this point, we expect payment in full for the sewer line repair by Wednesday, August 16th.
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.
Mr. Trebec is a master of the red herring.It's irrelevant whether my wife was standing outside and listening to [redacted] or not. I didn't agree to the terms on the document my wife signed and she wouldn’t have either had she understood what was being proposed. She obviously assumed that the document contained what I and [redacted] agreed to do. It did not.This whole “exploratory work excavation” claim is ridiculous. [redacted] pinpointed the site of the break in five minutes with a camera and a locating device. He ran the camera from the other side of the sewer system starting from the downspout at the back of the house. I hope this exploratory excavation story isn’t a typical way Roto-Rooter snows potential customers.At any rate, I never discussed exploratory work of any kind regarding the break at the front of the house. My sewer system is very old and I was hoping that there wasn’t more damage to it along the side of my house and I discussed with [redacted] that I would forgo any work on the side of the house and hope the sewer there was OK, and that the problem would go away after they fixed the blockage at the front of the house. Strange that they didn’t do the obvious and run a camera from the other side as [redacted] did many months later. The less information one has, the murkier a problem appears and the more opportunities to confuse a neophyte. If they had discovered a break in the sewer along the side of the house but not too far from the front, I might have asked them to fix it in addition to the blockage in the front. It turned out that the line is fine along the side of the house, which was demonstrated by [redacted]. Up to that point I didn’t know where the leak was in the line. He did however discover that Roto-Rooter had never even tried to fix the problem in the front. Maybe they knew that all along and that’s why it took so long for them to finally come out again. I would recount the outrageous statement [redacted] made once the break was discovered to try to deflect Roto-Rooter’s responsibility, but there is no proof. Another red herring is the basis for the partial refunds Mr. Trebec is proposing. The amounts he is proposing assume that Roto -Rooter is on site and has the trenches dug up to that point. I am discussing going back in and fixing and unfinished job. [redacted] gave me an estimate of $3200 just to go in and fix the break. Mr. [redacted] did what [redacted] proposed plus they dug down all the way to the sanitary sewer and replaced the old line up to where Roto-Rooter was supposed to have put pipe in plus they finished Roto-Rooter’s job and had to lay 8 feet of sanitary pipe and 3 feet of storm pipe that Roto-Rooter was supposed to have done based on the document my wife signed. They did all that for $3700. Based on [redacted]’s $3200 proposal, I think Roto-Rooter should recognize a bargain and pay the $3700.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]1. In response to Troy from Roto Rooter; the city contacted me with concerns about previous interactions with his company. I did not initiate the contact with them. The work had been started when I had clearly been told it would not and it left me in a position of not having much choice. In addition, Troy called the city and gave them a hard time about having contacted me, when they were clearly acting on previous experiences and trying to make sure I was being given clear and accurate information.2. The technician that did the video inspection told me clearly that there was no need to look at my floor drain and did not do it at my request. In fact, the part of the video when I originally asked him about the floor drain is missing that segment of the conversation. The only reason he came and looked at my floor drain is because the technician doing the excavation had concerns and he called and asked for more equipment because he could not even get his camera into my floor drain. The technician that sold me the job ignored my previous concerns and did not come out on his day off to be nice to me. 3. I am not convinced that the mainline was the cause of the backup and the additional video they provided has no audio and only shows the floor drain after they cleaned it. They claim there is no other video.4. They only provided the second video and the invoice/guarantee after two complaints with the Revdex.com. I have set up payment with them as they threatened to put lien on my house multiple times. My intention was never to not pay for the work that was done, but to know for a fact that it was actually the cause of the backups. Roto Rooter has not proven to me that the mainline was the actual cause and they have been dishonest.
Regards,
[redacted]
My insurance called me & informed me that the check was cash on September 18,2017. I received a call from Roto Rooter on Thursday September 21,2017, they informed me that they had received payment and they it would take seven to ten business days and I would have a check of five hundred dollars it has been well over seven to ten business days This is unacceptable I don’t understand why this company has come into torn up my floor run up my power bill inconvenience me.
We had an error submitting refund because the payment came from an insurance company not the customer. We have taken the action needed and will process to customer
On 12/8/17 tech 1175 (a 20 year drain tech) went out and opened up a clogged line for Mr [redacted]. He told the customer that the line clogged because of the bad piece of pipe between the house and septic tank was bad and showed him what the sewer camera was showing. (it had roots, grease and other...
debris and probably a depression in it according to the tech). Customer asked our drain tech what it might cost to have that piece dug up and replaced and our tech threw out a guess what he thought it might be, but that we would have to get the excavation dept out to write up an official estimate. Customer stated he wasn't interested because he could and would do the work himself. As shown on our invoice, we did not guarantee the drain for any period of time because of the condition of that pipe, and customer agreed, signed for and paid us for the service. He obviously saw the video camera results to go out and rent a $500 machine to replace that bad section. Even in the Revdex.com complaint, he wrote " I rented a machine for $500 for the day I had to dig it up and take the bad section of the bad drain out." Therefore, we did our part, and even gave him $100 off the regular price of our drain cleaning. He signed off on the invoice that the "work has been done to my complete satisfaction". (See attachment). It also says "no guarantee", and the bottom left part of the invoice where it says "suggestions for repair/replacement" was not filled in. With that said, we will not be reimbursing Mr [redacted] for the work he chose to do on his own.
[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]
Have made contact with the customer and arranged for a Field Supervisor to meet there with the customer's nephew who is a plumber. Previous work done there has been completed correctly. The concern is with the ground water which is there and what it's source might be.
We have contacted the customer to have the field supervisor and the technicians that performed the work meet with him to go over the claim. He initially agreed to this but has not responded to our numerous attempts to schedule this appointment. The signed documentation shows an estimate...
of $3,000 - $6,000 and our final invoice totaled $6,219.76 which included tax. The water damage is listed as a category 2 which is the level of contaminants. We will be happy to meet with the customer to go over, in detail, the Xactimate line items.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 10858805, 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]
The website clearly states FREE ESTIMATE. I asked for a free estimate on the services that were needed to repair my water heater. I was told that the technician would give me one. The Only estimate I received was 204.00 just for the technician to "touch" my water heater. This price does not include fixing, parts or anything of the nature. Am I missing something here? Here is the Webster definition of estimate. Tell me where I was provided a FREE ESTIMATE? I was not. It is clearly False advertising. I have also attached their "Free Estimate" policy. I was not given a thorough professional evaluation of the problem, a solution or cost!!! I was told in my living room (before he made it to the basement and water heater) That there is a Two hundred and four dollar charge UPFRONT!!! to "evaluate" and that clearly is not what the policy states I want it removed or services rendered. I would also like a copy of the "recorded" call forwarded!
es·ti·mate
verb
'est??mat/
1.
roughly calculate or judge the value, number, quantity, or extent of.
"the aim is to estimate the effects of macroeconomic policy on the economy"
synonyms:
calculate roughly,approximate,guess;More
Roto-Rooter Free Estimates
More about our FREE ESTIMATE policy.
Unlike contractors who charge nonnegotiable service fees whether or not work is actually performed, or provide “low-ball quotes” only to raise their price once on the job, with Roto-Rooter you won’t have to worry about hidden charges or costly surprises. Instead, your Roto-Rooter service technician will give you a thorough, professional evaluation of the problem, a proposed solution and cost estimate, all in writing. The estimate costs you nothing and you aren’t obligated to accept the quote. No service, no charge.
I appreciate the fact that he gave me a quote, left so I could call my husband who was out of town and then came back to perform the service once we made our decision to go with your company -- all on a Monday morning!
- Karen A.
[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. Complaint [redacted] Inboxx [redacted] <[redacted]@gmail.com>1:28 PM (46 minutes ago)to me, info Please close complaint [redacted] root-rooter has refunded the money. No need to further pursue this matter.-[redacted]
It was determined that there was an issue where the toilet line and washer machine line meet up. As this what was explained as the problem we diagnosed the issue in that line and repaired. 8 months later (as stated by the customer) it was determined that the solo line from the washing machine...
(before the meeting of the toilet line) is also full of roots. The line was fixed where it was diagnosed to be an issue. We can not guarantee that other lines would not be compromised at a later date. I have attached the Excavation proposal as well as the landscape waiver.
On June 30, 2017 we excavated and replaced the Main Sewer Line. We started the excavation out front of the customers flower bed, 2 ½ feet in front of the foundation wall and replaced to the county connection. On 07/29/2017 a technician was called out to the customer and found a sump...
pump that was not working. This is unrelated to the Main sewer line that we replaced. We installed a new sump pump, check valve and charged for parts only. On 07/31/2017 we sent a crew to regrade the backfill per customer request. On 08/30/2017 I went out with a camera specialist to camera from a sump pump line tied into the subsoil drainage line, also known as a French drain. This line is located above the footer and is made of terracotta clay pipe. We ran camera from sump pump area into terracotta drain tile. We found roots in line and several gaps where terracotta pipe has pulled apart, leaving a significant gap and offsets. Around the 20 foot mark , the pipe has a lot of mud in it. We could not pass 20 Foot. Roto- Rooter located the area in basement floor about 10 inches under concrete floor. The issue with water in Mr. [redacted]’s basement is due to a waterproofing problem and an aged drainage system. It is unrelated to the sewer line replacement.
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.
A gentleman, Paul Dye, was sent to the property to as the damage by the manager just last year when this issue came to light. At that time an offer was made to level the ground and plant grass seed. After I declined to have the company do any further work on my property communication stopped. It is a run around where the company is refusing to speak with me regarding the situation and it appears that there is no resolution that can be reached on this matter. This was an attempt to settle a situation before legal action which it appears that the company is not willing to negotiate or arbitrate as their agreement states. Unfortunately for the company, if resolution can not be met I will have no choice but to seek the full amount of damages as specified by the contract which equates to much more than this initial request. Being a disabled individual who suffered a secondary injury as a result of the negligence of the company, this is appalling to me and I will be notifying the ADA, the local investigative source and will not be removing my review on the company on any site to which it has been posted. Additionally, I will be retaining legal counsel and filing claim for the full amount allowable by contract and law.
Regards,
[redacted]
We have investigated the complaint, and have spoken to [redacted] as well as [redacted]. It has been found that [redacted] should not have charged for a diagnostic fee. It has also been found that there was misunderstanding of the notes on the invoice, leading to [redacted]'s response to [redacted]. We have...
submitted a credit memo to remove the service fee. I have reached out to [redacted] and have asked him to call me so that I may notify him of the resolution.
As stated before, we fixed her plumbing problem for free both times. Her claim was through her [redacted] for approximately $4000, with $1000 of that coming out of [redacted] pocket for her deductible. She signed off on the job and was satisfied with the results. When her 2nd issue happened 6 months later, we offered to IMMEDIATELY get our on call Restoration Supervisor Mark S. out to set up drying equipment again at no charge. She refused because she did not care for him and wanted another manager to bring it out. Adam explained that he was away on vacation until the 30th because of a Memorial Weekend vacation. She said that's fine, and chose to wait. He got out there the next day to spray the carpets with disinfectant, and placed an air scrubber in there for 3 days to remove the musty smell. He recommended fans and dehumidifiers to completely dry everything but she said no, because she didn't want to pay for the electricity and deal with the noisy fans for 3 days. She still had not replaced the carpet padding or other flooring from her first claim from 6 months ago, so there was no inconvenience of her floors being messed up. We offered her immediate solutions to her problems at no cost, and she chose not to do what we suggested. This is our stance on this issue.
In response to [redacted]'s second submission to the Revdex.com:[redacted] ended her letter to the Revdex.com with concern that we did a repair that wasn't needed and one that she can't afford. She agreed in writing to have us perform the work, the city agreed the work was needed. [redacted] now stating she cannot afford the work isn't anything I can speak to, except to say that we expect to collect payment for our services. We had a signed proposal from [redacted] to perform a main sewer line repair. On the day of the excavation, she had interaction with the city, expressed her concerns and we stopped work. She is correct that we started the work, but stopped immediately after she asked us to. The city viewed the video recording of her sewer line which clearly demonstrated a needed repair. The city spoke with her and with me giving us the go ahead to proceed with the work. I spoke with [redacted] that day, answered any concerns she had, and she agreed to have us move forward.We complete the work and then she cancelled payment.The floor drain [redacted] speaks of is a separate plumbing line, ahead of her mainline, and not at all the cause of the mainline issue she had that we fixed (again, the city official viewed the video and agreed the repair was needed). The technician that cabled and video inspected it, is the one who gave her the proposal to do the mainline repair. Due to her concern, he went there on his day off, cabled her floor drain and video inspected it at no charge. I'd be glad to provide [redacted] with an invoice for that work that includes a 1 year guarantee. All that was found wrong with that separate line was some hard sludge gathered around an area with heavy scale - common in most floor drain lines. I'd be glad to provide [redacted] with an invoice for the free floor drain cable and inspection with a 1 year guarantee - and will mail that to her next week. There was no invoice because the technician who worked with her on the mainline repair, came to her house on his day off because of the concern with the floor drain. He was simply trying to be nice and satisfy her concern. I personally delivered a video to [redacted]'s home of the main sewer line and sent her an email link to the floor drain video. We had some email issues and miscommunication a few weeks back, but she has everything.[redacted] states she is concerned that she may have had a repair that wasn't needed nor can afford. She needed the repair, evidenced by the fact that when she was concerned she didn't need it, she asked us to stop work until the city could verify it needed to be repaired. I have acted in good faith from the moment she had concern due to a conversation with the city official and sought to answer her concerns for several weeks. At this point, we expect payment in full for the sewer line repair by Wednesday, August 16th.
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.
Mr. Trebec is a master of the red herring.It's irrelevant whether my wife was standing outside and listening to [redacted] or not. I didn't agree to the terms on the document my wife signed and she wouldn’t have either had she understood what was being proposed. She obviously assumed that the document contained what I and [redacted] agreed to do. It did not.This whole “exploratory work excavation” claim is ridiculous. [redacted] pinpointed the site of the break in five minutes with a camera and a locating device. He ran the camera from the other side of the sewer system starting from the downspout at the back of the house. I hope this exploratory excavation story isn’t a typical way Roto-Rooter snows potential customers.At any rate, I never discussed exploratory work of any kind regarding the break at the front of the house. My sewer system is very old and I was hoping that there wasn’t more damage to it along the side of my house and I discussed with [redacted] that I would forgo any work on the side of the house and hope the sewer there was OK, and that the problem would go away after they fixed the blockage at the front of the house. Strange that they didn’t do the obvious and run a camera from the other side as [redacted] did many months later. The less information one has, the murkier a problem appears and the more opportunities to confuse a neophyte. If they had discovered a break in the sewer along the side of the house but not too far from the front, I might have asked them to fix it in addition to the blockage in the front. It turned out that the line is fine along the side of the house, which was demonstrated by [redacted]. Up to that point I didn’t know where the leak was in the line. He did however discover that Roto-Rooter had never even tried to fix the problem in the front. Maybe they knew that all along and that’s why it took so long for them to finally come out again. I would recount the outrageous statement [redacted] made once the break was discovered to try to deflect Roto-Rooter’s responsibility, but there is no proof. Another red herring is the basis for the partial refunds Mr. Trebec is proposing. The amounts he is proposing assume that Roto -Rooter is on site and has the trenches dug up to that point. I am discussing going back in and fixing and unfinished job. [redacted] gave me an estimate of $3200 just to go in and fix the break. Mr. [redacted] did what [redacted] proposed plus they dug down all the way to the sanitary sewer and replaced the old line up to where Roto-Rooter was supposed to have put pipe in plus they finished Roto-Rooter’s job and had to lay 8 feet of sanitary pipe and 3 feet of storm pipe that Roto-Rooter was supposed to have done based on the document my wife signed. They did all that for $3700. Based on [redacted]’s $3200 proposal, I think Roto-Rooter should recognize a bargain and pay the $3700.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]1. In response to Troy from Roto Rooter; the city contacted me with concerns about previous interactions with his company. I did not initiate the contact with them. The work had been started when I had clearly been told it would not and it left me in a position of not having much choice. In addition, Troy called the city and gave them a hard time about having contacted me, when they were clearly acting on previous experiences and trying to make sure I was being given clear and accurate information.2. The technician that did the video inspection told me clearly that there was no need to look at my floor drain and did not do it at my request. In fact, the part of the video when I originally asked him about the floor drain is missing that segment of the conversation. The only reason he came and looked at my floor drain is because the technician doing the excavation had concerns and he called and asked for more equipment because he could not even get his camera into my floor drain. The technician that sold me the job ignored my previous concerns and did not come out on his day off to be nice to me. 3. I am not convinced that the mainline was the cause of the backup and the additional video they provided has no audio and only shows the floor drain after they cleaned it. They claim there is no other video.4. They only provided the second video and the invoice/guarantee after two complaints with the Revdex.com. I have set up payment with them as they threatened to put lien on my house multiple times. My intention was never to not pay for the work that was done, but to know for a fact that it was actually the cause of the backups. Roto Rooter has not proven to me that the mainline was the actual cause and they have been dishonest.
Regards,
[redacted]
We have not received a check yet. Once we do we will honor our agreement and issue a refund to the customer.
My insurance called me & informed me that the check was cash on September 18,2017. I received a call from Roto Rooter on Thursday September 21,2017, they informed me that they had received payment and they it would take seven to ten business days and I would have a check of five hundred dollars it has been well over seven to ten business days This is unacceptable I don’t understand why this company has come into torn up my floor run up my power bill inconvenience me.
We had an error submitting refund because the payment came from an insurance company not the customer. We have taken the action needed and will process to customer
On 12/8/17 tech 1175 (a 20 year drain tech) went out and opened up a clogged line for Mr [redacted]. He told the customer that the line clogged because of the bad piece of pipe between the house and septic tank was bad and showed him what the sewer camera was showing. (it had roots, grease and other...
debris and probably a depression in it according to the tech). Customer asked our drain tech what it might cost to have that piece dug up and replaced and our tech threw out a guess what he thought it might be, but that we would have to get the excavation dept out to write up an official estimate. Customer stated he wasn't interested because he could and would do the work himself. As shown on our invoice, we did not guarantee the drain for any period of time because of the condition of that pipe, and customer agreed, signed for and paid us for the service. He obviously saw the video camera results to go out and rent a $500 machine to replace that bad section. Even in the Revdex.com complaint, he wrote " I rented a machine for $500 for the day I had to dig it up and take the bad section of the bad drain out." Therefore, we did our part, and even gave him $100 off the regular price of our drain cleaning. He signed off on the invoice that the "work has been done to my complete satisfaction". (See attachment). It also says "no guarantee", and the bottom left part of the invoice where it says "suggestions for repair/replacement" was not filled in. With that said, we will not be reimbursing Mr [redacted] for the work he chose to do on his own.
[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]
Have made contact with the customer and arranged for a Field Supervisor to meet there with the customer's nephew who is a plumber. Previous work done there has been completed correctly. The concern is with the ground water which is there and what it's source might be.
We have contacted the customer to have the field supervisor and the technicians that performed the work meet with him to go over the claim. He initially agreed to this but has not responded to our numerous attempts to schedule this appointment. The signed documentation shows an estimate...
of $3,000 - $6,000 and our final invoice totaled $6,219.76 which included tax. The water damage is listed as a category 2 which is the level of contaminants. We will be happy to meet with the customer to go over, in detail, the Xactimate line items.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 10858805, 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]
The website clearly states FREE ESTIMATE. I asked for a free estimate on the services that were needed to repair my water heater. I was told that the technician would give me one. The Only estimate I received was 204.00 just for the technician to "touch" my water heater. This price does not include fixing, parts or anything of the nature. Am I missing something here? Here is the Webster definition of estimate. Tell me where I was provided a FREE ESTIMATE? I was not. It is clearly False advertising. I have also attached their "Free Estimate" policy. I was not given a thorough professional evaluation of the problem, a solution or cost!!! I was told in my living room (before he made it to the basement and water heater) That there is a Two hundred and four dollar charge UPFRONT!!! to "evaluate" and that clearly is not what the policy states I want it removed or services rendered. I would also like a copy of the "recorded" call forwarded!
es·ti·mate
verb
'est??mat/
1.
roughly calculate or judge the value, number, quantity, or extent of.
"the aim is to estimate the effects of macroeconomic policy on the economy"
synonyms:
calculate roughly,approximate,guess;More
Roto-Rooter Free Estimates
More about our FREE ESTIMATE policy.
Unlike contractors who charge nonnegotiable service fees whether or not work is actually performed, or provide “low-ball quotes” only to raise their price once on the job, with Roto-Rooter you won’t have to worry about hidden charges or costly surprises. Instead, your Roto-Rooter service technician will give you a thorough, professional evaluation of the problem, a proposed solution and cost estimate, all in writing. The estimate costs you nothing and you aren’t obligated to accept the quote. No service, no charge.
I appreciate the fact that he gave me a quote, left so I could call my husband who was out of town and then came back to perform the service once we made our decision to go with your company -- all on a Monday morning!
- Karen A.
Customer was given a credit card refund for charges on 06/02/17
[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. Complaint [redacted] Inboxx [redacted] <[redacted]@gmail.com>1:28 PM (46 minutes ago)to me, info Please close complaint [redacted] root-rooter has refunded the money. No need to further pursue this matter.-[redacted]
Will look further into issue Monday morning and reach out to customer immidiately after reviewing everything.
It was determined that there was an issue where the toilet line and washer machine line meet up. As this what was explained as the problem we diagnosed the issue in that line and repaired. 8 months later (as stated by the customer) it was determined that the solo line from the washing machine...
(before the meeting of the toilet line) is also full of roots. The line was fixed where it was diagnosed to be an issue. We can not guarantee that other lines would not be compromised at a later date. I have attached the Excavation proposal as well as the landscape waiver.
On June 30, 2017 we excavated and replaced the Main Sewer Line. We started the excavation out front of the customers flower bed, 2 ½ feet in front of the foundation wall and replaced to the county connection. On 07/29/2017 a technician was called out to the customer and found a sump...
pump that was not working. This is unrelated to the Main sewer line that we replaced. We installed a new sump pump, check valve and charged for parts only. On 07/31/2017 we sent a crew to regrade the backfill per customer request. On 08/30/2017 I went out with a camera specialist to camera from a sump pump line tied into the subsoil drainage line, also known as a French drain. This line is located above the footer and is made of terracotta clay pipe. We ran camera from sump pump area into terracotta drain tile. We found roots in line and several gaps where terracotta pipe has pulled apart, leaving a significant gap and offsets. Around the 20 foot mark , the pipe has a lot of mud in it. We could not pass 20 Foot. Roto- Rooter located the area in basement floor about 10 inches under concrete floor. The issue with water in Mr. [redacted]’s basement is due to a waterproofing problem and an aged drainage system. It is unrelated to the sewer line replacement.
Revdex.com:
s the damage by the manager just last year when this issue came to light. At that time an offer was made to level the ground and plant grass seed. After I declined to have the company do any further work on my property communication stopped. It is a run around where the company is refusing to speak with me regarding the situation and it appears that there is no resolution that can be reached on this matter. This was an attempt to settle a situation before legal action which it appears that the company is not willing to negotiate or arbitrate as their agreement states. Unfortunately for the company, if resolution can not be met I will have no choice but to seek the full amount of damages as specified by the contract which equates to much more than this initial request. Being a disabled individual who suffered a secondary injury as a result of the negligence of the company, this is appalling to me and I will be notifying the ADA, the local investigative source and will not be removing my review on the company on any site to which it has been posted. Additionally, I will be retaining legal counsel and filing claim for the full amount allowable by contract and law.
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.
A gentleman, Paul Dye, was sent to the property to a
Regards,
[redacted]