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 Regards, [redacted]
08/02/Thank you for sharing your experience with usWe understand the urgency of plumbing emergencies and make every effort to assist our customers as quickly as possible We also recognize that your time is valuable so we attempt to be as prompt as possible with our appointments Regrettably, on occasion there are instances, such as inclement weather, which can cause a technician to be delayedDuring these times we make every attempt to make contact and reschedule, if absolutely necessary We will be in touchAgain, thank you for your feedback, Pat Swanson Customer Satisfaction Manager
Spoke with Mrs [redacted] , offered to come out and make a replacement of her shower body and apply what we charged to try and make the repairMrs [redacted] stated that would be fine with herMrs [redacted] just wants to wait till the middle of January to make the 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 Date Sent: 11/30/12:50:PMI would like to speak to Roto Rooter to see what they have to offer before I totally accept their response I mean I would like to know what they are willing to charge me to fix this problem By accepting this that means everything is okay but it is not Regards, [redacted]
We had a good talk with Ms [redacted] and agreed to process a full refund to her credit cardWe look forward to doing great work for Ms [redacted] in the future!
Tell us why here...I have attached the gps reports for the day 3/12/Mrs [redacted] claims my men were there for minutes and states we charged for minutes worth of workAs per the gps reports and the AStime tracking system my men were on site for over hours repairing her sewer lineOn 4/17/She did have another issue with her water main and meter my technician was on site for hours repairing that issue at a cost of On 3/10/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 paymentAll documents were then explained and signed by Mrs [redacted] At no time were blank documents given to her to sign
We have investigated the complaint, and have spoken to [redacted] as well as *** It has been found that [redacted] should not have charged for a diagnostic feeIt has also been found that there was misunderstanding of the notes on the invoice, leading to ***'s response to *** 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
[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 The business response was "customer complaint is being handled, customer should be happy." I have received a couple of phone calls from RotoRooter, but I am still awaiting a final solutionI have asked that the waiver I'm being asked to sign be modifiedI've been told I will see a revised version next weekI don't think I can consider this issue resolved until I see the revised waiverI have been dealing with the business for at least a month prior to submitting the Revdex.com complaint, and this latest response from them is characteristic all of my communications to dateThey are quick to write-off customers and assume we are happy when we are not Regards, [redacted] ***
I (Manuel Ruiz, branch FTM) called customer on date of complaintCustomer explained to me his problem with one of my techniciansAfter 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 technicianCalled my technician into the office the next business day and sat with an additional manager and asked what had happenTechnician 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 againAt that time, I thought it was appropriate to verbally counsel my technician and to warn him that this type of behavior will not be toleratedIf a customer kindly request a service, we are more than obligated to give them our full attentionMy technician understood and I explained to the customer that I will offer them a percent discount on their next service for the inconvenienceCustomer was very happy with my response and I assured him this will not happen again
[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 I still state that the business practices of this company need to be addressedCalled to make a payment several time to a line that was identified as accounts payable and no one ever calls you back Regards, [redacted] ***
"The work performed was not to my satisfaction the first guy who came he knew how to unclog drains, he wasn't a plumberAnd he said that he was standby and they call him as a standbyHe spent over two hours at my house and nothing got done, and he ruined the pipes that we purchased, then he called RotoRooter and they said that they would send a master plumber the next daySo, the next day, I spoke with the master plumber (that wasn't a master plumber) that the other guy did a poor job and he had to correct his mistakes, and that there was piece missing that he couldn't do his job, he said there was a clamp there was supposed to go around the pipes so it wouldn't leak, and he put some sort of plastic around it, and when I turned my dishwasher on, it started leaking and I didn't want to ruin my cabinets so I put a pot underneath to catch the dripping waterThen I contacted RotoRooter to tell them what happened, and they said they would get the same guy to come back out to fix, and he came back, and told me that it should be fixed, and it wasn't again, and I didn't call back because I didn't want them to do it, so I called the contractor who remodeled the kitchen, he put the pipes together and it's running goodThey sent me a check for $that I asked for back in June for the coupon and they sent it I want to say near end of August or beginning of September, all it does it takes off the discount it doesn't take into account the pipes that I purchased and it doesn't take into account the person that I had to hire to fix what they had messed up three timesThe balance would be $of a refund."
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. They did 1 camera inspection not 2 and it was under warranty. They did not fix the toilet issue and the toilet was never even removed from the floor to inspect. The main issue of raw sewage coming into my washing machine was never addressed. No one ever told me it was not connected correctly or offered me any kind of resolution to fix it at all. In the mean time I have to contact another plumber that should be able to help me. [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
As far as placing the dirt in the flower bed next to the house where we dug and placed the cleanout pipe, we told you before the dig that we'd keep the dirt in there because the only other choice was to pile it on your sidewalk in front of your door, or out in the lawn, which would kill the grass and be an eyesoreThis was all discussed thoroughly before the job, as you know, because you signed and agreed in the landscape waiverThe $drain cleaning job they initially charged you was returned to you in the form of a $discount off our price for that job, which is $Our usual discount of 10% ($435) plus the $credit for the initial drain job = $So we actually gave you another 10% off our regular pricePlus we performed extra work when we dug down and had to go out further to make your repair, and didn't charge you any moreWe have been more than fair on the price and the discounts, and performed and satisfied the contract to ours and yours satisfactionThat is why we have you sign the satisfaction form after our work, to give you the opportunity to ask questions and ask for unsatisfactory work to be corrected at that 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 meTracy told me that the invoice was credited and apologized for the way I was spoken to 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]
As stated before, we fixed her plumbing problem for free both timesHer claim was through her [redacted] for approximately $4000, with $of that coming out of [redacted] pocket for her deductibleShe signed off on the job and was satisfied with the resultsWhen her 2nd issue happened months later, we offered to IMMEDIATELY get our on call Restoration Supervisor Mark Sout to set up drying equipment again at no chargeShe refused because she did not care for him and wanted another manager to bring it outAdam explained that he was away on vacation until the 30th because of a Memorial Weekend vacationShe said that's fine, and chose to waitHe got out there the next day to spray the carpets with disinfectant, and placed an air scrubber in there for days to remove the musty smellHe 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 daysShe still had not replaced the carpet padding or other flooring from her first claim from months ago, so there was no inconvenience of her floors being messed upWe offered her immediate solutions to her problems at no cost, and she chose not to do what we suggestedThis is our stance on this issue
This email was sent to Mrs [redacted] - as of date her check has not clearedHi Ms [redacted] ,I see that your original invoice amount was $1,There was a credit done for $which brought the total due down to $We did receive the insurance check for the amount of $ and deposited itYour personal check has not cleared the bank yetAll checks are sent to a lockbox in ILIf your check said “paid in full” or anything of the sorts it would not be cashed and would be sent to the home office Accounts Receivable department for verificationFor legal reasons we are required to confirm that an account will be paid in full before depositing the checkThe balance on your account is now $Once your personal check posts your account will be in a credit of $and that will be refunded to you by our corporate office via a checkI will personally keep an eye on your account to make sure your check posts and your refund is issuedAbout the letters you received, Cindy is required to send letters if we receive a payment and there is still a balance dueI apologize that the letters seemed threateningI will review Cindy’s letters and her process to ensure better customer service going forwardI hope I have addressed all of your concernsIf there is anything else that I can help with please don’t hesitate to contact meThanks! Jennifer WilderWest RegionRoto-Rooter Services Company513-762-Office Phone859-512-Cell Phone
I, Frank Colon have spoken to Me [redacted] regarding this and offered to settle for $
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 Regards, [redacted]
08/02/Thank you for sharing your experience with usWe understand the urgency of plumbing emergencies and make every effort to assist our customers as quickly as possible We also recognize that your time is valuable so we attempt to be as prompt as possible with our appointments Regrettably, on occasion there are instances, such as inclement weather, which can cause a technician to be delayedDuring these times we make every attempt to make contact and reschedule, if absolutely necessary We will be in touchAgain, thank you for your feedback, Pat Swanson Customer Satisfaction Manager
Spoke with Mrs [redacted] , offered to come out and make a replacement of her shower body and apply what we charged to try and make the repairMrs [redacted] stated that would be fine with herMrs [redacted] just wants to wait till the middle of January to make the 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 Date Sent: 11/30/12:50:PMI would like to speak to Roto Rooter to see what they have to offer before I totally accept their response I mean I would like to know what they are willing to charge me to fix this problem By accepting this that means everything is okay but it is not Regards, [redacted]
We had a good talk with Ms [redacted] and agreed to process a full refund to her credit cardWe look forward to doing great work for Ms [redacted] in the future!
Tell us why here...I have attached the gps reports for the day 3/12/Mrs [redacted] claims my men were there for minutes and states we charged for minutes worth of workAs per the gps reports and the AStime tracking system my men were on site for over hours repairing her sewer lineOn 4/17/She did have another issue with her water main and meter my technician was on site for hours repairing that issue at a cost of On 3/10/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 paymentAll documents were then explained and signed by Mrs [redacted] At no time were blank documents given to her to sign
called customer and l/m in reagards to pricinggave $credit on accountThe customer is now happy and will use us again
We have investigated the complaint, and have spoken to [redacted] as well as *** It has been found that [redacted] should not have charged for a diagnostic feeIt has also been found that there was misunderstanding of the notes on the invoice, leading to ***'s response to *** 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
[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 The business response was "customer complaint is being handled, customer should be happy." I have received a couple of phone calls from RotoRooter, but I am still awaiting a final solutionI have asked that the waiver I'm being asked to sign be modifiedI've been told I will see a revised version next weekI don't think I can consider this issue resolved until I see the revised waiverI have been dealing with the business for at least a month prior to submitting the Revdex.com complaint, and this latest response from them is characteristic all of my communications to dateThey are quick to write-off customers and assume we are happy when we are not Regards, [redacted] ***
I (Manuel Ruiz, branch FTM) called customer on date of complaintCustomer explained to me his problem with one of my techniciansAfter 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 technicianCalled my technician into the office the next business day and sat with an additional manager and asked what had happenTechnician 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 againAt that time, I thought it was appropriate to verbally counsel my technician and to warn him that this type of behavior will not be toleratedIf a customer kindly request a service, we are more than obligated to give them our full attentionMy technician understood and I explained to the customer that I will offer them a percent discount on their next service for the inconvenienceCustomer was very happy with my response and I assured him this will not happen again
[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 I still state that the business practices of this company need to be addressedCalled to make a payment several time to a line that was identified as accounts payable and no one ever calls you back Regards, [redacted] ***
"The work performed was not to my satisfaction the first guy who came he knew how to unclog drains, he wasn't a plumberAnd he said that he was standby and they call him as a standbyHe spent over two hours at my house and nothing got done, and he ruined the pipes that we purchased, then he called RotoRooter and they said that they would send a master plumber the next daySo, the next day, I spoke with the master plumber (that wasn't a master plumber) that the other guy did a poor job and he had to correct his mistakes, and that there was piece missing that he couldn't do his job, he said there was a clamp there was supposed to go around the pipes so it wouldn't leak, and he put some sort of plastic around it, and when I turned my dishwasher on, it started leaking and I didn't want to ruin my cabinets so I put a pot underneath to catch the dripping waterThen I contacted RotoRooter to tell them what happened, and they said they would get the same guy to come back out to fix, and he came back, and told me that it should be fixed, and it wasn't again, and I didn't call back because I didn't want them to do it, so I called the contractor who remodeled the kitchen, he put the pipes together and it's running goodThey sent me a check for $that I asked for back in June for the coupon and they sent it I want to say near end of August or beginning of September, all it does it takes off the discount it doesn't take into account the pipes that I purchased and it doesn't take into account the person that I had to hire to fix what they had messed up three timesThe balance would be $of a refund."
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. They did 1 camera inspection not 2 and it was under warranty. They did not fix the toilet issue and the toilet was never even removed from the floor to inspect. The main issue of raw sewage coming into my washing machine was never addressed. No one ever told me it was not connected correctly or offered me any kind of resolution to fix it at all. In the mean time I have to contact another plumber that should be able to help me. [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
As far as placing the dirt in the flower bed next to the house where we dug and placed the cleanout pipe, we told you before the dig that we'd keep the dirt in there because the only other choice was to pile it on your sidewalk in front of your door, or out in the lawn, which would kill the grass and be an eyesoreThis was all discussed thoroughly before the job, as you know, because you signed and agreed in the landscape waiverThe $drain cleaning job they initially charged you was returned to you in the form of a $discount off our price for that job, which is $Our usual discount of 10% ($435) plus the $credit for the initial drain job = $So we actually gave you another 10% off our regular pricePlus we performed extra work when we dug down and had to go out further to make your repair, and didn't charge you any moreWe have been more than fair on the price and the discounts, and performed and satisfied the contract to ours and yours satisfactionThat is why we have you sign the satisfaction form after our work, to give you the opportunity to ask questions and ask for unsatisfactory work to be corrected at that 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 meTracy told me that the invoice was credited and apologized for the way I was spoken to 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]
As stated before, we fixed her plumbing problem for free both timesHer claim was through her [redacted] for approximately $4000, with $of that coming out of [redacted] pocket for her deductibleShe signed off on the job and was satisfied with the resultsWhen her 2nd issue happened months later, we offered to IMMEDIATELY get our on call Restoration Supervisor Mark Sout to set up drying equipment again at no chargeShe refused because she did not care for him and wanted another manager to bring it outAdam explained that he was away on vacation until the 30th because of a Memorial Weekend vacationShe said that's fine, and chose to waitHe got out there the next day to spray the carpets with disinfectant, and placed an air scrubber in there for days to remove the musty smellHe 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 daysShe still had not replaced the carpet padding or other flooring from her first claim from months ago, so there was no inconvenience of her floors being messed upWe offered her immediate solutions to her problems at no cost, and she chose not to do what we suggestedThis is our stance on this issue
This email was sent to Mrs [redacted] - as of date her check has not clearedHi Ms [redacted] ,I see that your original invoice amount was $1,There was a credit done for $which brought the total due down to $We did receive the insurance check for the amount of $ and deposited itYour personal check has not cleared the bank yetAll checks are sent to a lockbox in ILIf your check said “paid in full” or anything of the sorts it would not be cashed and would be sent to the home office Accounts Receivable department for verificationFor legal reasons we are required to confirm that an account will be paid in full before depositing the checkThe balance on your account is now $Once your personal check posts your account will be in a credit of $and that will be refunded to you by our corporate office via a checkI will personally keep an eye on your account to make sure your check posts and your refund is issuedAbout the letters you received, Cindy is required to send letters if we receive a payment and there is still a balance dueI apologize that the letters seemed threateningI will review Cindy’s letters and her process to ensure better customer service going forwardI hope I have addressed all of your concernsIf there is anything else that I can help with please don’t hesitate to contact meThanks! Jennifer WilderWest RegionRoto-Rooter Services Company513-762-Office Phone859-512-Cell Phone