Please see the attached response.Thank you!Ron TrebecRoto-Rooter Services Co.OTTO - Roto-Rooter Services CompanyNaiman Parkway (TOT) TE ? ***, OH 44139-10071-BOO-GET-ROTO (438-PLUMBING G ( }PH: (440) 287-RAN SEVCE Fax: (440) 542-0570August 18, 2017Lynne Prescott Cincinnati
Revdex.comRE: Complaint # ***Dear Lynn,Thank you for your time and attention to this issueAfter reading and hearing Mr***' comments last night and then in interviewing Roto-Rooter representatives there appears to be a number of differencesI will try to keep as much of our response to the documented facts.On November 19, Roto-Rooter responded to a service call from Mr***An issue was discovered in the drain pipeAfter a camera inspection of the drain pipe and a discussion with the customer, by Roto-Rooter representative Tim ***, a detailed proposal of work was writtenA copy of this proposal is attached for your review.Not all areas of the pipe were able to be accessed by the cameraThe proposal called for an exploratory excavation, meaning that once the pipe was opened up, more of the pipe could be inspectedThe proposal states that the drain may need additional work, but it is unknown until it is exposed.This was presented to Mr*** and he agreed to the terms and cost and signed the Acceptance of ProposalMr*** also initialed paragraph which also states that additional work might be needed and an estimate for the additional work will be given at that time, and the customer can decide to authorize or decline the additional work at that time.Roto-Rooter applied for and was issued a plumbing permit from the city of South Euclid and began the excavation work.The work was completed and inspected by the City of South EuclidThe inspector found the work to be in compliance and authorized the trench to be closedRoto-Rooter backfilled the trench with the same dirt that was excavated from the yard.Tim *** and lead plumber on the job Chuck *** report that they informed Mr*** of the additional issues that existed on the other side of the sidewalk near his foundationThey assert that Mr*** said he wasn't giving us anymore money and not interested in additional work.Mr*** signed the statement of complete satisfaction and paid for the services with a personal checkThis included a summary of the work and a breakdown of chargesThis break down includes the $credit given to Mr***.In his complaint, Mr*** states that the work stopped at his sidewalkThis is correctThe proposal and customersatisfaction documents called for excavation from sidewalk to sidewalkMr*** was informed that the dirt that came out of the trench would settle back into the same trench over timeWerespect Mr***' right to remove the dirt from his property, but it will likely continue to settle over time.Mr*** did request a camera inspection of the pipe and Roto-Rooter did accommodate that request at no additional chargeThis was completed by Dennis *** in June Dennis *** confirms that he did identify an issue with the pipe and discussed it with Mr***He gave a rough verbal estimate, but could not recall the exact price discussedMr*** declined the workMr*** states that the estimate given by Dennis was approximately $3,000.Tim *** does confirm speaking with Mr*** during the week of July and confirms that he did forget to give the message to Steve Kaltner, Roto-Rooter Excavation ManagerFor this we sincerely regret the inconvenience to Mr*** and completely apologize.Yesterday, August 17, 2017, Steve Kaltner heard about the situation and called Mr*** immediatelyWe Confirm that that call occurred near 5:00pmI was also concerned about the issue and was also present in the room for the call.Mr*** was very upset and Steve was notable to discuss much of the issueMr*** choose to terminate the phone call without warning.Steve Kaltner went to visually inspect the home today, August 18, He was able to verify that the excavation completed by Roto-Rooter was sidewalk to sidewalk and that there was evidence of the additional having been done near the foundationA Mr*** sign in the yard as well as a new concrete *** and two sidewalk pads.Mr*** says that he was overcharged by Roto-RooterHe paid $7,for over feet of excavation and repairApproximately $per footThe measurement he gives for the remaining distance to his home was 7' 6" and that he had removed and disposed of the bush himselfUsing the 7' 6" measurement at a charge of $3,would render a perfoot cost of $493.Although we empathize with the situation Mr*** was faced with, all documentation and physical evidence confirm that Roto-Rooter completed all the work it was hired to do and provided Mr*** with an opportunity to have the additional work done at a lower cost (based on his $3,statement) than he decided to pay.We greatly appreciate the business of all our customers and want to foster a spirit of good will and understandingWe firmly believe we successfully completed all work promised and offered additional work as needed, but as a goodwill gesture and act of good faith we would offer a refund to Mr*** in the amount of $1,This is 7'6" times the per foot rate of $174.00.Again, I want to sincerely thank you for your attention to this issue.Ron Trebec Division Manager Roto-Rooter Services Co
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The insurance company gave me a better explanation on why the claim was only partially paidThey asked for an explanation from Rotor Rooter why overhead and profit was charged in addition to the mitigation servicesThey said that profit and overhead should have been part of the charge for the services, so it seemed like it was overbillingRotor Rooter would not reply to them.The claims adjustor said they did not believe these charges would have been on the bill if it was not an insurance claimIf Roto Rooter did bill correctly, why are they working so hard arguing this complaint when it would be so much easier to just explain the charge to the insurance company?
Regards,
*** ***
In response to complaint #***
We at Roto-Rooter have certainly appreciated being contacted by the *** on two separate occasions to address issues at their home
During the first occasion, which was on August 27, 2016, Mr*** contacted Roto-Rooter about a plumbing issue
The same day, he was dealing with the aftermath of a basement flood and we suggested that a field supervisor look at the situation to see if we could be of assistance
When the field supervisor arrived, Mr*** stated that the professional restoration company, dispatched by his insurance company, said it is a sewage that backed up into the home and it could be a plumbing problemThis is the reason Mr*** called Roto-RooterAfter all, if this weren’t a sewage problem in the first place, Mr*** wouldn’t have called us out
During the time in the home, the field supervisor noted that all flooring had been torn up along with drywall removed (flood cut)There were also fans and dehumidifiers in placeFlooring removal and drywall flood cuts are synonymous with sewage back ups
The assessment made by the restoration company and conveyed by Mr*** was that sewage water was backing up into the homeThe field supervisor, based on this information, had no reason to believe otherwiseThere had been a substantial amount of rain flowing into the combo sewer (storm and sewer main) that weekThe corrective action was to install a back flow prevention valve to prevent a sewage back up from happening againMr***, based on information presented by the restoration company along with our field supervisor, approved the work to be done
On 8/27/16, Mr*** approved a proposal and work authorization for a new cleanout to be installed along with the back flow prevention valve in the amount of $2,and for work to begin as soon as possible
A credit card payment was made for 50% ($1,450.00) of the total on 8/27/and then once work began on 8/31/16, a final payment on the same Visa card was accepted for the remaining balance of $1,Mr*** also signed the invoice under “COMPLETION,” which states “I acknowledge completion of the above described work which has been done to my complete satisfaction.”
Fast forward to this year and we were contacted my Mr*** on July 19, to investigate water that infiltrated his basementInitially, he thought the back flow prevention valve had failedUpon arrival, drying equipment was once again already set in place by a restoration team that was sent out by his insurance companyMr*** stated that the water was coming in from a floor vent in the downstairs bathroom/laundry roomOn this occasion, one of our field supervisors, who had nothing to do with the job from one year ago, assessed the current problem fairly quicklyAfter putting a camera down the air vent, it was found to have been rusted out inside the slab because of water infiltration, most likely from under the home
Mr***’s recollection is correct as he states in the complaint, “This time they sent a new repair specialist to see what was going onHe was in my house for a whole ten minutes and said this has nothing to do with a back flow problem, this is a floor vent that has rotted out.”
In this instance, the recommendation was made to perform a slab repair, which would remove the old vent under the concrete and replace it with new material along with being wrapped in plastic to help prevent water damage to the metal duct work in the near futureThen, we would pour new concrete to seal in the vent tubing restoring it to being functional and hopefully sealing out any waterMr*** approved this option at a cost of roughly $5,000.00, although the work was never done
To our knowledge, the infiltration in the floor vent was a separate issue from what happened in August If it weren’t, the restoration team called out to the scene by Mr***’s insurance company back in wouldn’t have deemed it sewage water that got into the homeAlong those lines, the insurance company wouldn’t have paid the claim and reimbursed the homeowner; according to the complaint, Mr*** stated he was reimbursed by his insurance companyRoto-Rooter made no claim to the insurance company on the category of water that was in the home as our water restoration team was not dispatchedAt no point did Roto-Rooter work with Mr***’s insurance company, Mr*** paid us directly for the work that was completed as noted in paragraph seven aboveThe only way the insurance company could have learned of a sewage loss would be from the restoration company and Mr***
Mr*** made it clear to the Roto-Rooter field supervisor that visited him on 7/19/that he was hesitant about the restoration process and told the company sent out by his insurance provider, *** ***, not to remove any flooring and only to set fans and a dehumidifier in the lower level of the homeThe Roto-Rooter field supervisor then contacted his water restoration team to consult with Mr*** about the proper steps to dry out and sanitize his basement since he wasn’t happy with the teams that his insurance company had sent out previously
Roto-Rooter water restoration then began wrapping up the water restoration process by pulling all flooring in the basement and then sanitizing all surfaces touched by the waterIt was made very clear to Mr*** that while Roto-Rooter will now work with his insurance company (water restoration works with insurance, excavation does not), if the claim is not paid, he will be responsible for the bill
Mr*** signed off on the water restoration paperwork and the remaining restoration process was completedHe was also made aware that the “put back” of all flooring and materials was the homeowners responsibility, or, if the insurance company paid the claim, they would have a contractor handle itThe initial restoration company (*** ***) ultimately deemed the water as “clean” or non-sewageThe Roto-Rooter water restoration team concurred and ultimately, Mr***’s insurance company is not paying for *** ***’s bill, nor Roto-Rooter’s restoration bill
Mrs*** felt that Roto-Rooter misdiagnosed the problem back in and visited the local office to speak with the general manager about itAlthough we disagree that there was any negligence or mistakes made given the assessment of the restoration company and Mr***’s statement of a sewage back up, we still offered to provide $2,worth of service to dig a sump pit in the ***’s crawl space, install a sump pump and run the sump line out three feet from the houseWe also offered to pour concrete into the vent in an effort to seal itThat, along with a sump pump in the crawl space should prevent water from infiltrating the home through the foundation during heavy rainWhile we cannot make any guarantees, Mrs*** agreed that if water gets in again after installing the pump, there is obviously a larger foundation issue that needs to be addressed
Along with the offer to install a sump pump in the crawl space, the water restoration team has offered to reduce their restoration bill by over $1,000.00, effectively giving $4,worth of services at no cost to Mr& Mrs***
Roto-Rooter has been consultative on both occasions and offered solutions to Mrand Mrs*** in an effort to help with their problemsAt no point did Roto-Rooter do any work that wasn’t explained or authorized by the homeownerWe are certainly sorry that the homeowners had so many issues at the home, which have become quite expensiveIt is our understanding that all issues in were covered by insurance due to the nature of the problem at that timeThis year, given what looks like a completely separate issue, we have offered a possible fix at no cost while reducing their restoration billWe are not able to agree to paying Mrand Mrs*** the requested amount of $12,Our generous offer for the sump pump and concrete option along with the reduced restoration bill remains in place should they wish to accept it
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
On January 20th, 2017, Roto-Rooter completed an excavation for Ms*** installing an outside cleanout access to her main sewer lineThe installation was completed and during the signing of the contract we had Ms*** sign a Landscape Agreement (attached) that states that Roto-Rooter will
"backfill to a mounded finish all excavated work areasRoto-Rooter will take care of removal of any large rocks, tree roots, etcRoto-Rooter WILL NOT be responsible for the replacement of the landscaping by any means or design including but not limited to: sod, grass, trees, subs, flowers, landscape timbers, sidewalks, pavers, driveways, etc." When Ms*** call in expressing her concerns of how her yard looked, both our excavation manager and myself offered to send a crew out to her home to add dirt due to heavy settlement, and spread grass seed and straw to assist in the grass growthThe customer became aggitated and refused our offer for continued servicesIn December she called our corporate offices lodging a complaint requesting return contact from a managerThe branch management staff attempted to contact her for eight days without any return response from the customerOn February 15th, the customer called the corporate offices again requesting to speak with a member of the management staff, and we have been attempting to contact her for the past five daysOur organization is willing to assist in repairing her yard and work with the customer under reasonable circumstances, but in order to do so we have to be able to receive return contactUntil return contact is received from the customer we are considering this matter closed
Revdex.com:
The Customer is: *** *** *** *** *** *** ***I need them to reimburse my wife for the plants they killed and need the garden to receive a load of top soil
Regards,
*** ***
Per the terms of the service agreement we will address any concerns with workmanship and materialsWe have scheduled to return to customers home on 10-26-to correct any and all issues
Mrs *** was made aware that she would be responsible for payment if the insurance did not cover the claimI have attached the direct payment authorization which states Mrs *** is responsible for her deductible and any short falls in the insurance coverageWhich was signed on 3/10/17 Mrs *** also was made aware of the cost of the jobI have attached the pricing disclosure form which was signed by Mrs *** on 3/10/17. I have also attached the certificate of satisfaction which was signed on 3/14/ I will try to reach out to Mrs *** so we can come to a resolution that benefits both partiesI will also send a technician to her home to fix the hole she is having an issue with which was caused by an excavation done at her homeThe excavation has no bearing on the water restoration these are different jobsThe excavation was paid for the water restoration work was not paid for
We have had communication with the customer upon her initial complaint, offering to come assess the "damages" and survey her yard, but that offer was denied by the customerUntil we have the ability to return to the customers property and survey the issues that she claims still are active, there is nothing more that can be doneWe are willing to make necessary repairs, but will not be refunding the customer any money at this timeUntil we have the authorization to survey the customers damage claims, we are considering this matter closed
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
After reviewing the complaint we spoke with the technician to gather the scope of workRoto-Rooter reduce the charge to a one hour rate less a $internet couponThe customer stated that she provided the part so we refunded the part cost of $19.87. Ms*** was satisfied with the refund
of $and with the quick response to her complaint
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
They are lying as can be seen in the pictures that were sent no roots, no depression and no debrisThe clog was not from the house and the tank it was from the clean out and the septic as the tech knows.The also didn't clean it out completely that is why he didn't warranty itAlso why would they have to dig it up if as they said there was still a problem forcing me to dig it up unnecessarily is why they owe me this money.
Regards,
*** ***
Revdex.com: I would like to reject the offer of Mediation for complaint ID ***. Overhead and Profit was charged and is allowed on all subcontracted services not performed by Roto Rooter directly. The customer's basement was pumped out by our pumping contractor, hence overhead and profit can be charged. This is a common practice in the industry and *** *** is aware of this. Again, we did not do the work for *** *** and do not have a contract with *** ***. Our contract is with Mr***, who agreed to pay the charges incurred. Whether *** *** agrees with the charge or not is irrelevant. The insurance company is invoiced as a courtesy to the customer only.Regards,Pat SwansonRoto-Rooter
We do apologize for the lateness on this proposal. It has been submitted to the customer but they have chosen to take an alternate route with their project
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
My name is Dale Batson and I am the production Manager for Roto-Rooter ***This is a follow up to complaint By *** ***For *** *** *** ** *** *** ***I went to the residence on 8/7/and met with owner to see what problem was occurring and arranged for correct fixI called
customer this morning to see if there was still a problem she stated No that complaint was lodged on the day I went outI assured her fix was complete and she does have warranty for yearShe said she will be removing complaint
Please see the attached response.Thank you!Ron TrebecRoto-Rooter Services Co.OTTO - Roto-Rooter Services CompanyNaiman Parkway (TOT) TE ? ***, OH 44139-10071-BOO-GET-ROTO (438-PLUMBING G ( }PH: (440) 287-RAN SEVCE Fax: (440) 542-0570August 18, 2017Lynne Prescott Cincinnati
Revdex.comRE: Complaint # ***Dear Lynn,Thank you for your time and attention to this issueAfter reading and hearing Mr***' comments last night and then in interviewing Roto-Rooter representatives there appears to be a number of differencesI will try to keep as much of our response to the documented facts.On November 19, Roto-Rooter responded to a service call from Mr***An issue was discovered in the drain pipeAfter a camera inspection of the drain pipe and a discussion with the customer, by Roto-Rooter representative Tim ***, a detailed proposal of work was writtenA copy of this proposal is attached for your review.Not all areas of the pipe were able to be accessed by the cameraThe proposal called for an exploratory excavation, meaning that once the pipe was opened up, more of the pipe could be inspectedThe proposal states that the drain may need additional work, but it is unknown until it is exposed.This was presented to Mr*** and he agreed to the terms and cost and signed the Acceptance of ProposalMr*** also initialed paragraph which also states that additional work might be needed and an estimate for the additional work will be given at that time, and the customer can decide to authorize or decline the additional work at that time.Roto-Rooter applied for and was issued a plumbing permit from the city of South Euclid and began the excavation work.The work was completed and inspected by the City of South EuclidThe inspector found the work to be in compliance and authorized the trench to be closedRoto-Rooter backfilled the trench with the same dirt that was excavated from the yard.Tim *** and lead plumber on the job Chuck *** report that they informed Mr*** of the additional issues that existed on the other side of the sidewalk near his foundationThey assert that Mr*** said he wasn't giving us anymore money and not interested in additional work.Mr*** signed the statement of complete satisfaction and paid for the services with a personal checkThis included a summary of the work and a breakdown of chargesThis break down includes the $credit given to Mr***.In his complaint, Mr*** states that the work stopped at his sidewalkThis is correctThe proposal and customersatisfaction documents called for excavation from sidewalk to sidewalkMr*** was informed that the dirt that came out of the trench would settle back into the same trench over timeWerespect Mr***' right to remove the dirt from his property, but it will likely continue to settle over time.Mr*** did request a camera inspection of the pipe and Roto-Rooter did accommodate that request at no additional chargeThis was completed by Dennis *** in June Dennis *** confirms that he did identify an issue with the pipe and discussed it with Mr***He gave a rough verbal estimate, but could not recall the exact price discussedMr*** declined the workMr*** states that the estimate given by Dennis was approximately $3,000.Tim *** does confirm speaking with Mr*** during the week of July and confirms that he did forget to give the message to Steve Kaltner, Roto-Rooter Excavation ManagerFor this we sincerely regret the inconvenience to Mr*** and completely apologize.Yesterday, August 17, 2017, Steve Kaltner heard about the situation and called Mr*** immediatelyWe Confirm that that call occurred near 5:00pmI was also concerned about the issue and was also present in the room for the call.Mr*** was very upset and Steve was notable to discuss much of the issueMr*** choose to terminate the phone call without warning.Steve Kaltner went to visually inspect the home today, August 18, He was able to verify that the excavation completed by Roto-Rooter was sidewalk to sidewalk and that there was evidence of the additional having been done near the foundationA Mr*** sign in the yard as well as a new concrete *** and two sidewalk pads.Mr*** says that he was overcharged by Roto-RooterHe paid $7,for over feet of excavation and repairApproximately $per footThe measurement he gives for the remaining distance to his home was 7' 6" and that he had removed and disposed of the bush himselfUsing the 7' 6" measurement at a charge of $3,would render a perfoot cost of $493.Although we empathize with the situation Mr*** was faced with, all documentation and physical evidence confirm that Roto-Rooter completed all the work it was hired to do and provided Mr*** with an opportunity to have the additional work done at a lower cost (based on his $3,statement) than he decided to pay.We greatly appreciate the business of all our customers and want to foster a spirit of good will and understandingWe firmly believe we successfully completed all work promised and offered additional work as needed, but as a goodwill gesture and act of good faith we would offer a refund to Mr*** in the amount of $1,This is 7'6" times the per foot rate of $174.00.Again, I want to sincerely thank you for your attention to this issue.Ron Trebec Division Manager Roto-Rooter Services Co
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The insurance company gave me a better explanation on why the claim was only partially paidThey asked for an explanation from Rotor Rooter why overhead and profit was charged in addition to the mitigation servicesThey said that profit and overhead should have been part of the charge for the services, so it seemed like it was overbillingRotor Rooter would not reply to them.The claims adjustor said they did not believe these charges would have been on the bill if it was not an insurance claimIf Roto Rooter did bill correctly, why are they working so hard arguing this complaint when it would be so much easier to just explain the charge to the insurance company?
Regards,
*** ***
In response to complaint #***
We at Roto-Rooter have certainly appreciated being contacted by the *** on two separate occasions to address issues at their home
During the first occasion, which was on August 27, 2016, Mr*** contacted Roto-Rooter about a plumbing issue
The same day, he was dealing with the aftermath of a basement flood and we suggested that a field supervisor look at the situation to see if we could be of assistance
When the field supervisor arrived, Mr*** stated that the professional restoration company, dispatched by his insurance company, said it is a sewage that backed up into the home and it could be a plumbing problemThis is the reason Mr*** called Roto-RooterAfter all, if this weren’t a sewage problem in the first place, Mr*** wouldn’t have called us out
During the time in the home, the field supervisor noted that all flooring had been torn up along with drywall removed (flood cut)There were also fans and dehumidifiers in placeFlooring removal and drywall flood cuts are synonymous with sewage back ups
The assessment made by the restoration company and conveyed by Mr*** was that sewage water was backing up into the homeThe field supervisor, based on this information, had no reason to believe otherwiseThere had been a substantial amount of rain flowing into the combo sewer (storm and sewer main) that weekThe corrective action was to install a back flow prevention valve to prevent a sewage back up from happening againMr***, based on information presented by the restoration company along with our field supervisor, approved the work to be done
On 8/27/16, Mr*** approved a proposal and work authorization for a new cleanout to be installed along with the back flow prevention valve in the amount of $2,and for work to begin as soon as possible
A credit card payment was made for 50% ($1,450.00) of the total on 8/27/and then once work began on 8/31/16, a final payment on the same Visa card was accepted for the remaining balance of $1,Mr*** also signed the invoice under “COMPLETION,” which states “I acknowledge completion of the above described work which has been done to my complete satisfaction.”
Fast forward to this year and we were contacted my Mr*** on July 19, to investigate water that infiltrated his basementInitially, he thought the back flow prevention valve had failedUpon arrival, drying equipment was once again already set in place by a restoration team that was sent out by his insurance companyMr*** stated that the water was coming in from a floor vent in the downstairs bathroom/laundry roomOn this occasion, one of our field supervisors, who had nothing to do with the job from one year ago, assessed the current problem fairly quicklyAfter putting a camera down the air vent, it was found to have been rusted out inside the slab because of water infiltration, most likely from under the home
Mr***’s recollection is correct as he states in the complaint, “This time they sent a new repair specialist to see what was going onHe was in my house for a whole ten minutes and said this has nothing to do with a back flow problem, this is a floor vent that has rotted out.”
In this instance, the recommendation was made to perform a slab repair, which would remove the old vent under the concrete and replace it with new material along with being wrapped in plastic to help prevent water damage to the metal duct work in the near futureThen, we would pour new concrete to seal in the vent tubing restoring it to being functional and hopefully sealing out any waterMr*** approved this option at a cost of roughly $5,000.00, although the work was never done
To our knowledge, the infiltration in the floor vent was a separate issue from what happened in August If it weren’t, the restoration team called out to the scene by Mr***’s insurance company back in wouldn’t have deemed it sewage water that got into the homeAlong those lines, the insurance company wouldn’t have paid the claim and reimbursed the homeowner; according to the complaint, Mr*** stated he was reimbursed by his insurance companyRoto-Rooter made no claim to the insurance company on the category of water that was in the home as our water restoration team was not dispatchedAt no point did Roto-Rooter work with Mr***’s insurance company, Mr*** paid us directly for the work that was completed as noted in paragraph seven aboveThe only way the insurance company could have learned of a sewage loss would be from the restoration company and Mr***
Mr*** made it clear to the Roto-Rooter field supervisor that visited him on 7/19/that he was hesitant about the restoration process and told the company sent out by his insurance provider, *** ***, not to remove any flooring and only to set fans and a dehumidifier in the lower level of the homeThe Roto-Rooter field supervisor then contacted his water restoration team to consult with Mr*** about the proper steps to dry out and sanitize his basement since he wasn’t happy with the teams that his insurance company had sent out previously
Roto-Rooter water restoration then began wrapping up the water restoration process by pulling all flooring in the basement and then sanitizing all surfaces touched by the waterIt was made very clear to Mr*** that while Roto-Rooter will now work with his insurance company (water restoration works with insurance, excavation does not), if the claim is not paid, he will be responsible for the bill
Mr*** signed off on the water restoration paperwork and the remaining restoration process was completedHe was also made aware that the “put back” of all flooring and materials was the homeowners responsibility, or, if the insurance company paid the claim, they would have a contractor handle itThe initial restoration company (*** ***) ultimately deemed the water as “clean” or non-sewageThe Roto-Rooter water restoration team concurred and ultimately, Mr***’s insurance company is not paying for *** ***’s bill, nor Roto-Rooter’s restoration bill
Mrs*** felt that Roto-Rooter misdiagnosed the problem back in and visited the local office to speak with the general manager about itAlthough we disagree that there was any negligence or mistakes made given the assessment of the restoration company and Mr***’s statement of a sewage back up, we still offered to provide $2,worth of service to dig a sump pit in the ***’s crawl space, install a sump pump and run the sump line out three feet from the houseWe also offered to pour concrete into the vent in an effort to seal itThat, along with a sump pump in the crawl space should prevent water from infiltrating the home through the foundation during heavy rainWhile we cannot make any guarantees, Mrs*** agreed that if water gets in again after installing the pump, there is obviously a larger foundation issue that needs to be addressed
Along with the offer to install a sump pump in the crawl space, the water restoration team has offered to reduce their restoration bill by over $1,000.00, effectively giving $4,worth of services at no cost to Mr& Mrs***
Roto-Rooter has been consultative on both occasions and offered solutions to Mrand Mrs*** in an effort to help with their problemsAt no point did Roto-Rooter do any work that wasn’t explained or authorized by the homeownerWe are certainly sorry that the homeowners had so many issues at the home, which have become quite expensiveIt is our understanding that all issues in were covered by insurance due to the nature of the problem at that timeThis year, given what looks like a completely separate issue, we have offered a possible fix at no cost while reducing their restoration billWe are not able to agree to paying Mrand Mrs*** the requested amount of $12,Our generous offer for the sump pump and concrete option along with the reduced restoration bill remains in place should they wish to accept it
The impress check was written and was sent out by mail
Fred Gampong
Hawaii Manager
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
On January 20th, 2017, Roto-Rooter completed an excavation for Ms*** installing an outside cleanout access to her main sewer lineThe installation was completed and during the signing of the contract we had Ms*** sign a Landscape Agreement (attached) that states that Roto-Rooter will
"backfill to a mounded finish all excavated work areasRoto-Rooter will take care of removal of any large rocks, tree roots, etcRoto-Rooter WILL NOT be responsible for the replacement of the landscaping by any means or design including but not limited to: sod, grass, trees, subs, flowers, landscape timbers, sidewalks, pavers, driveways, etc." When Ms*** call in expressing her concerns of how her yard looked, both our excavation manager and myself offered to send a crew out to her home to add dirt due to heavy settlement, and spread grass seed and straw to assist in the grass growthThe customer became aggitated and refused our offer for continued servicesIn December she called our corporate offices lodging a complaint requesting return contact from a managerThe branch management staff attempted to contact her for eight days without any return response from the customerOn February 15th, the customer called the corporate offices again requesting to speak with a member of the management staff, and we have been attempting to contact her for the past five daysOur organization is willing to assist in repairing her yard and work with the customer under reasonable circumstances, but in order to do so we have to be able to receive return contactUntil return contact is received from the customer we are considering this matter closed
Revdex.com:
The Customer is: *** *** *** *** *** *** ***I need them to reimburse my wife for the plants they killed and need the garden to receive a load of top soil
Regards,
*** ***
Per the terms of the service agreement we will address any concerns with workmanship and materialsWe have scheduled to return to customers home on 10-26-to correct any and all issues
There should have not been an additional charge We have already sent out another representative back out to correct the issue
Mrs *** was made aware that she would be responsible for payment if the insurance did not cover the claimI have attached the direct payment authorization which states Mrs *** is responsible for her deductible and any short falls in the insurance coverageWhich was signed on 3/10/17 Mrs *** also was made aware of the cost of the jobI have attached the pricing disclosure form which was signed by Mrs *** on 3/10/17. I have also attached the certificate of satisfaction which was signed on 3/14/ I will try to reach out to Mrs *** so we can come to a resolution that benefits both partiesI will also send a technician to her home to fix the hole she is having an issue with which was caused by an excavation done at her homeThe excavation has no bearing on the water restoration these are different jobsThe excavation was paid for the water restoration work was not paid for
We have had communication with the customer upon her initial complaint, offering to come assess the "damages" and survey her yard, but that offer was denied by the customerUntil we have the ability to return to the customers property and survey the issues that she claims still are active, there is nothing more that can be doneWe are willing to make necessary repairs, but will not be refunding the customer any money at this timeUntil we have the authorization to survey the customers damage claims, we are considering this matter closed
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
After reviewing the complaint we spoke with the technician to gather the scope of workRoto-Rooter reduce the charge to a one hour rate less a $internet couponThe customer stated that she provided the part so we refunded the part cost of $19.87. Ms*** was satisfied with the refund
of $and with the quick response to her complaint
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
They are lying as can be seen in the pictures that were sent no roots, no depression and no debrisThe clog was not from the house and the tank it was from the clean out and the septic as the tech knows.The also didn't clean it out completely that is why he didn't warranty itAlso why would they have to dig it up if as they said there was still a problem forcing me to dig it up unnecessarily is why they owe me this money.
Regards,
*** ***
We have issued a credit of $on to the credit card ending in
We are refunding the customer her $for the cable, she should be receiving the check in about weeks
Revdex.com: I would like to reject the offer of Mediation for complaint ID ***. Overhead and Profit was charged and is allowed on all subcontracted services not performed by Roto Rooter directly. The customer's basement was pumped out by our pumping contractor, hence overhead and profit can be charged. This is a common practice in the industry and *** *** is aware of this. Again, we did not do the work for *** *** and do not have a contract with *** ***. Our contract is with Mr***, who agreed to pay the charges incurred. Whether *** *** agrees with the charge or not is irrelevant. The insurance company is invoiced as a courtesy to the customer only.Regards,Pat SwansonRoto-Rooter
We do apologize for the lateness on this proposal. It has been submitted to the customer but they have chosen to take an alternate route with their project
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
My name is Dale Batson and I am the production Manager for Roto-Rooter ***This is a follow up to complaint By *** ***For *** *** *** ** *** *** ***I went to the residence on 8/7/and met with owner to see what problem was occurring and arranged for correct fixI called
customer this morning to see if there was still a problem she stated No that complaint was lodged on the day I went outI assured her fix was complete and she does have warranty for yearShe said she will be removing complaint