Please see attached response, Thank YouRoto-Rooter Services Company[redacted]February 14, 2018Lynne PrescottRevdex.comReference I.D. # [redacted]Job Address: [redacted]Dear Lynne Prescott:On 2/26/2017 we were called out to the above address...
because the sump pump discharge was recirculating back intothe sump crock and the pump was turning on every 3-5 minutes. A video inspection was conducted from the point that thesump pump connects to the storm drain for the house. As noted on Video Inspection document form signed by the customer,our plumber checked the box for the REVIEW statements:“Broken, Cracked or Corroded – The pipe has deteriorated and /or broken, causing partial collapse(s) in the line and restrictedflow.”“Leaking Joints – The seals between pipes have broken, disconnected or corroded, allowing waste water to escape into ar easaround the pipe.”As noted on Video Inspection document form signed by the customer, our plumber also checked the box for the SOLUTIONstatements in which the customer initialed their choice of one of three options:“Spot Repair – Roto-Rooter will repair or replace a section of the sewer line. We will jet (when appropriate) and video theremainder of the line. If we discover problems in other parts of the line during this work, we will notify you, and at yourrequest, provide a proposal and cost estimate for any additional required work. ”A excavation proposal was also signed by the customer and the work was started, tested, completed and inspected by theTown of [redacted] on 3-10-17.On 3/19/17 after the customer had called us back, we video inspected the rest of the pipe. This should have been done whenthe original work was done, but it was not. Our camera was stopping at a point where underground marking indicated a[redacted] gas line had crossed. We advised the customer at that time to call [redacted] and have them investigate.[redacted] came out and uncovered their line. The line was an older steel pipe and not a newer pushed plastic pipe whichwould indicate the gas line was in place before the customer’s storm pipe was installed. Whomever installed the originalstorm pipe installed it at the same elevation as the gas line. The storm pipe ended into some crushed stone that surroundedthe gas pipe and then on the other side of the gas line the storm drain pipe continued to the curb and the Town storm. Thismethod is not a proper installation and does not follow plumbing codes.At that time, we gave the customer two options.1) An additional spot repair.Lynne PrescottFebruary 14, 2018Page 22) Full storm line replacement which offered in writing to deduct the full dollar amount previously paid.The customer suggested to our plumber to use a flexible pipe to go around the gas line. Our plumber advised them that it isnot an approved method of repair, did not comply with plumbing codes, and that it would never pass the required plumbinginspection by the Town of [redacted]. The proper spot repair would be to excavate from the end of the pipe to the curb. Thenwith the proper pipe fittings drop the elevation of the pipe below the gas line and then continue installing the rest of the pipewith the proper downward pitch.In summary, the proposed spot repair of the broken pipe did need to be done near the house. The broken/ blocked pipeprevented the camera from inspecting the entire line during the original inspection. During the repair, we should haveinspected the remainder of the line, but because of scheduling issues we were unable to video inspect. After the call from thecustomer we did inspect the rest of the line and discovered another issue. Had the video inspection been completed duringthe repair, we would have notified the customer of the additional problems found at that time, and not days later. But theunfortunate news would not have changed. For this delay of the video inspection we apologize again. We gave the customeroptions including the written offer to fully deduct the charges from the spot repair towards a full replacement cost. We wereupfront with customer with written options. We stated in print and they initialed that if during the repair we discovered anyother problems, we would inform the customer and give a quote if requested. We completed everything as proposed andcontracted. We would not be offering a refund.Sincerely,David TwardowskiRoto-Rooter Services Company
The General Manager at the local branch spoke to the customer directly regarding the issue at hand. Roto-Rooter has admitted to be at fault and has issued a full refund to the customer. The customer was asked to change her review based on the fact that Roto-Rooter...
has issued a full refund and has done everything in their power to make the customer happy. If the customer is still not happy with the outcome or has any additional questions she may contact the General Manager at any time.
[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.
No evidence was presented to me, photos or otherwise, to prove that the excavation was 2-1/2ft from the house. A bush within the flower bed was removed, leading me to believe that the excavation came closer to the house than what was described in the response. The camera showed mud at the 20ft mark from the sump pump at which point it could not advance any further - this is the location of the leak into the basement. There is no way to say with certainty that this is simply a waterproofing issue and has nothing to do with the excavation.
Regards,
[redacted]s
Tried to reach customer. When she answered she stated briefly that she has lost check and cannot find it. She then hung up. We tried to call back and she has not answered. We are willing to work with customer if she willing to have a conversation as her main concern is making sure her floors are put...
Please see attached response, Thank YouRoto-Rooter Services Company[redacted]February 14, 2018Lynne PrescottRevdex.comReference I.D. # [redacted]Job Address: [redacted]Dear Lynne Prescott:On 2/26/2017 we were called out to the above address...
because the sump pump discharge was recirculating back intothe sump crock and the pump was turning on every 3-5 minutes. A video inspection was conducted from the point that thesump pump connects to the storm drain for the house. As noted on Video Inspection document form signed by the customer,our plumber checked the box for the REVIEW statements:“Broken, Cracked or Corroded – The pipe has deteriorated and /or broken, causing partial collapse(s) in the line and restrictedflow.”“Leaking Joints – The seals between pipes have broken, disconnected or corroded, allowing waste water to escape into ar easaround the pipe.”As noted on Video Inspection document form signed by the customer, our plumber also checked the box for the SOLUTIONstatements in which the customer initialed their choice of one of three options:“Spot Repair – Roto-Rooter will repair or replace a section of the sewer line. We will jet (when appropriate) and video theremainder of the line. If we discover problems in other parts of the line during this work, we will notify you, and at yourrequest, provide a proposal and cost estimate for any additional required work. ”A excavation proposal was also signed by the customer and the work was started, tested, completed and inspected by theTown of [redacted] on 3-10-17.On 3/19/17 after the customer had called us back, we video inspected the rest of the pipe. This should have been done whenthe original work was done, but it was not. Our camera was stopping at a point where underground marking indicated a[redacted] gas line had crossed. We advised the customer at that time to call [redacted] and have them investigate.[redacted] came out and uncovered their line. The line was an older steel pipe and not a newer pushed plastic pipe whichwould indicate the gas line was in place before the customer’s storm pipe was installed. Whomever installed the originalstorm pipe installed it at the same elevation as the gas line. The storm pipe ended into some crushed stone that surroundedthe gas pipe and then on the other side of the gas line the storm drain pipe continued to the curb and the Town storm. Thismethod is not a proper installation and does not follow plumbing codes.At that time, we gave the customer two options.1) An additional spot repair.Lynne PrescottFebruary 14, 2018Page 22) Full storm line replacement which offered in writing to deduct the full dollar amount previously paid.The customer suggested to our plumber to use a flexible pipe to go around the gas line. Our plumber advised them that it isnot an approved method of repair, did not comply with plumbing codes, and that it would never pass the required plumbinginspection by the Town of [redacted]. The proper spot repair would be to excavate from the end of the pipe to the curb. Thenwith the proper pipe fittings drop the elevation of the pipe below the gas line and then continue installing the rest of the pipewith the proper downward pitch.In summary, the proposed spot repair of the broken pipe did need to be done near the house. The broken/ blocked pipeprevented the camera from inspecting the entire line during the original inspection. During the repair, we should haveinspected the remainder of the line, but because of scheduling issues we were unable to video inspect. After the call from thecustomer we did inspect the rest of the line and discovered another issue. Had the video inspection been completed duringthe repair, we would have notified the customer of the additional problems found at that time, and not days later. But theunfortunate news would not have changed. For this delay of the video inspection we apologize again. We gave the customeroptions including the written offer to fully deduct the charges from the spot repair towards a full replacement cost. We wereupfront with customer with written options. We stated in print and they initialed that if during the repair we discovered anyother problems, we would inform the customer and give a quote if requested. We completed everything as proposed andcontracted. We would not be offering a refund.Sincerely,David TwardowskiRoto-Rooter Services Company
The General Manager at the local branch spoke to the customer directly regarding the issue at hand. Roto-Rooter has admitted to be at fault and has issued a full refund to the customer. The customer was asked to change her review based on the fact that Roto-Rooter...
has issued a full refund and has done everything in their power to make the customer happy. If the customer is still not happy with the outcome or has any additional questions she may contact the General Manager at any time.
We have spoken with customer and decided not to pursue charges the insurance company denied. Customer is aware and is pleased with resolution.
[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.
No evidence was presented to me, photos or otherwise, to prove that the excavation was 2-1/2ft from the house. A bush within the flower bed was removed, leading me to believe that the excavation came closer to the house than what was described in the response. The camera showed mud at the 20ft mark from the sump pump at which point it could not advance any further - this is the location of the leak into the basement. There is no way to say with certainty that this is simply a waterproofing issue and has nothing to do with the excavation.
Regards,
[redacted]s
Tried to reach customer. When she answered she stated briefly that she has lost check and cannot find it. She then hung up. We tried to call back and she has not answered. We are willing to work with customer if she willing to have a conversation as her main concern is making sure her floors are put...
back.