The company has fixed my issue
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,
*** ***
[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. The regional manager of this area has made contact with me and was more than helpful assisting me in this matterThey have refunded me a good portion of what I paid out and I am more than happy with the outcome of this situationThank you all for your help in this matter.
Regards,
*** ***l
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,
*** ***
I will provide the email I sent *** *** this morning, which is the same information I've communicated to her since the day she cancelled payment for services rendered: On 4/Dennis cabled her mainline and believed their to be a blockage around 30' out He cleared the line
and charged our standard rate of $ Dennis would have also recommended she get her mainline video inspected at no charge by one of our camera techs to see why it backed up She did not have the line inspected On 4/our water mitigation tech arrived and at no charge, gave an estimate to clean up the sewer backup in her home She declined service On 6/Jordan cabled the mainline due to another blockage We did not charge *** for this service but highly recommended a video inspection On 6/Adam performed a video inspection and did not charge for this service He did a video recording that clearly indicated a belly in the line starting just past 30' for several feet and explained that issue to her (all recorded) He presented a long term solution that she agreed to On the day of the excavation she talked with a member of the city that suggested he view the video before we proceed We stopped work and provided that video He agreed the work needed to be done, informed her, then informed me She agreed to have us continue working During that delay, one of our excavators volunteered his time to inspect her floor drain, he did so and saw a separate issue *** called me about that and I explained that was a separate issue Again, she agreed to have us move forward with the work she agreed to have us perform *** chose to pay for her repair via Synchrony Financial, a lender we use She signed off on that and then after we left, called them to cancel I have asked *** *** for payment on several occasions, having explained myself several times We have informed her that if payment isn't received, we will send her to collections and put a lien on her home, believing this would be the next necessary step to collect on services needed and rendered in full See attachments.Thank you,Troy WilleyRoto-Rooter Assistant GM763-269-(Cell)[email protected]
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 deductible I received $something to get my floor fixI still need $1,to have my floor fixed, and I am trying to save up the $to get my floor fixedWould they give me the $to have the floor fixed?
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,
*** ***
Customer has been spoken with on several occasions regarding restoration work even prior to work being startedMs*** was made aware that her claim was denied after she signed documents and authorized work to be done including a document that states she is ultimately responsible for any
shortfalls in her insurance coverageCustomer responded to us that she never read the documentsWhen asked why would you signed them without reading the terms she didn't have a direct reason whyShe only stated that she is a single mother and doesn't have the funds to cover the costOffice staff offered to have her try to finance through *** *** and also tried to settle for a lesser amount which customer refused both options
I did speak with Greta from Roto Rooter and again all they could do was apologize for what happenedGreta then proceeded to speculate what could have caused the miscommunication and different stories I was receiving from the employees but all of her guesses appealed to why the technician took so long which I understand things happen in life and delays occurNo clarification was given as to why I was receiving conflicting storiesGreta then proceeded to discuss the problems I have with my sewage line instead of discussing my complaint and what they could do to better serve their customers and resolve the conflictEverything that she mentioned is already a guarantee they promise their customers whenever they provide a service, I.eThe month warranty is for all customers and the no charge on the callback is also for all customersIt does not seem to me that they really care about the inconvenience they put me, as a customer, through in this entire situation since there has been no promise or discussion on how to change this so it doesn't happen again in the future or even try to correct my inconvenience and have yet to even mention a partial refund as even a possibility
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 did not say the charges were not covered, they said that the charges appeared to be invalid, and despite repeated requests from the insurance company and from me, have not received an explanation of the disputed charges.Roto Rooter was contacted by the insurance company before they sent a payment to Roto Rooter, and by me several times after the insurance company made the payment in an attempt to get an explanation of the disputed charges but Roto Rooter refuses to provide it.I have been trying to resolve this for months now, and Roto Rooter's only reply to the numerous requests was to send this to a collection agencySince they refuse to provide any backup or explanation as to why these charges are valid, I have no reason to disbelieve the insurance company's assessment that these charges are not valid
Regards,
*** ***
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,
Thomas *** *** Roto-Rooter called me all he could talk about was how I got a generous discountAll I know is that the service man looked at the problem said that he would half to go get a valve because he did not have one on the truck (it only him minutes to go get it), he said he would not charge me travel timeI paid what the service man told me the bill came to*** said the bill should have been much moreIf the service man under charged me if he done that on his own without it being ok’d by the company, then Roto-Rooter should have gone after himI feel that they are making me pay what they could not from himWhen the service man came on 9/5/to replace the valve again, I showed him what the problem was he had to call in to get instructions on what to do (he was on and the phone the whole time that he was hereI feel that taking hours and minutes to go get a new valve and charging me $to do it is way out of lineTo settle this I would be willing to allow $parts and labor from the $and the balance of the $divided in half and refund to me $140.00, I think that would be more than fair
[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,
*** ***
[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,
*** ***
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.] Whether or not the toilet was reseated is irrelevantIt is still not reseated and does not back up (we have had to remove the tile, subflooring, sink, etcdue to damages) since I had another plumber come and fix the problem that you couldn't fix. It would have been very difficult to go to the store, get a new wax seal and reseat that toilet in the minutes after you left and the second backup happenedThe backup simply wasn't fixed the first time. If your technician had used the camera first, he would have seen the blockage and known what was going onThe second plumber I called says augering without using a camera first is like driving blindYou sent out the camera as a "complimentary service" 2-days later, and I was told it would be approximately $to fix the problemMy second plumber used the camera and a grabber and pulled an object out of there, added a cleanout in the stack pipe so we never have to remove the toilet to auger again, and problem solved for $150. At this point we have cleaned up the mess, and sanitized the basement, so there's nothing you can do thereI just want the public to know about a really bad experience and your questionable business practices
Regards,
*** ***
[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 I hope this will encourage the company to do a better job in the future in responding to their customers, respect them and value their timeThank you Revdex.com for your help
Regards,
*** ***
We feel we have lived up the contractual agreement, and the customer was satisfied at the time the job was completedThe customer signed off on the contract that job was completed to satisfaction (see attachment), as well as the landscape waiver was signed and explained ahead of time (also in attachment)Thank you for your business, but we feel the job was complete and does not warrant a refund
Customer was contacted and a check was issued to her for the damages done. We provided her with a waiver of liability that added wording stating that we would be responsible for and issues resulting from our work. She signed this.I believe this was agreeable for both parties
Ms*** called and indicated that the manager of Roto Rooter called and settled everything with her
The company has fixed my issue
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,
*** ***
[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. The regional manager of this area has made contact with me and was more than helpful assisting me in this matterThey have refunded me a good portion of what I paid out and I am more than happy with the outcome of this situationThank you all for your help in this matter.
Regards,
*** ***l
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,
*** ***
We nothing else to add to this complaintWe have issued check
I will provide the email I sent *** *** this morning, which is the same information I've communicated to her since the day she cancelled payment for services rendered: On 4/Dennis cabled her mainline and believed their to be a blockage around 30' out He cleared the line
and charged our standard rate of $ Dennis would have also recommended she get her mainline video inspected at no charge by one of our camera techs to see why it backed up She did not have the line inspected On 4/our water mitigation tech arrived and at no charge, gave an estimate to clean up the sewer backup in her home She declined service On 6/Jordan cabled the mainline due to another blockage We did not charge *** for this service but highly recommended a video inspection On 6/Adam performed a video inspection and did not charge for this service He did a video recording that clearly indicated a belly in the line starting just past 30' for several feet and explained that issue to her (all recorded) He presented a long term solution that she agreed to On the day of the excavation she talked with a member of the city that suggested he view the video before we proceed We stopped work and provided that video He agreed the work needed to be done, informed her, then informed me She agreed to have us continue working During that delay, one of our excavators volunteered his time to inspect her floor drain, he did so and saw a separate issue *** called me about that and I explained that was a separate issue Again, she agreed to have us move forward with the work she agreed to have us perform *** chose to pay for her repair via Synchrony Financial, a lender we use She signed off on that and then after we left, called them to cancel I have asked *** *** for payment on several occasions, having explained myself several times We have informed her that if payment isn't received, we will send her to collections and put a lien on her home, believing this would be the next necessary step to collect on services needed and rendered in full See attachments.Thank you,Troy WilleyRoto-Rooter Assistant GM763-269-(Cell)[email protected]
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 deductible I received $something to get my floor fixI still need $1,to have my floor fixed, and I am trying to save up the $to get my floor fixedWould they give me the $to have the floor fixed?
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,
*** ***
Customer has been spoken with on several occasions regarding restoration work even prior to work being startedMs*** was made aware that her claim was denied after she signed documents and authorized work to be done including a document that states she is ultimately responsible for any
shortfalls in her insurance coverageCustomer responded to us that she never read the documentsWhen asked why would you signed them without reading the terms she didn't have a direct reason whyShe only stated that she is a single mother and doesn't have the funds to cover the costOffice staff offered to have her try to finance through *** *** and also tried to settle for a lesser amount which customer refused both options
I did speak with Greta from Roto Rooter and again all they could do was apologize for what happenedGreta then proceeded to speculate what could have caused the miscommunication and different stories I was receiving from the employees but all of her guesses appealed to why the technician took so long which I understand things happen in life and delays occurNo clarification was given as to why I was receiving conflicting storiesGreta then proceeded to discuss the problems I have with my sewage line instead of discussing my complaint and what they could do to better serve their customers and resolve the conflictEverything that she mentioned is already a guarantee they promise their customers whenever they provide a service, I.eThe month warranty is for all customers and the no charge on the callback is also for all customersIt does not seem to me that they really care about the inconvenience they put me, as a customer, through in this entire situation since there has been no promise or discussion on how to change this so it doesn't happen again in the future or even try to correct my inconvenience and have yet to even mention a partial refund as even a possibility
I will have my office process a refund you from the $29.00. I apologize if it was not discussed and I will speak to him about this
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 did not say the charges were not covered, they said that the charges appeared to be invalid, and despite repeated requests from the insurance company and from me, have not received an explanation of the disputed charges.Roto Rooter was contacted by the insurance company before they sent a payment to Roto Rooter, and by me several times after the insurance company made the payment in an attempt to get an explanation of the disputed charges but Roto Rooter refuses to provide it.I have been trying to resolve this for months now, and Roto Rooter's only reply to the numerous requests was to send this to a collection agencySince they refuse to provide any backup or explanation as to why these charges are valid, I have no reason to disbelieve the insurance company's assessment that these charges are not valid
Regards,
*** ***
Revdex.com:
ID Complaint # *** - Roto Rooter contacted me and issue has been resolved and will be issuing a refund
Regards,
*** ***
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,
Thomas *** *** Roto-Rooter called me all he could talk about was how I got a generous discountAll I know is that the service man looked at the problem said that he would half to go get a valve because he did not have one on the truck (it only him minutes to go get it), he said he would not charge me travel timeI paid what the service man told me the bill came to*** said the bill should have been much moreIf the service man under charged me if he done that on his own without it being ok’d by the company, then Roto-Rooter should have gone after himI feel that they are making me pay what they could not from himWhen the service man came on 9/5/to replace the valve again, I showed him what the problem was he had to call in to get instructions on what to do (he was on and the phone the whole time that he was hereI feel that taking hours and minutes to go get a new valve and charging me $to do it is way out of lineTo settle this I would be willing to allow $parts and labor from the $and the balance of the $divided in half and refund to me $140.00, I think that would be more than fair
[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,
*** ***
[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,
*** ***
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.] Whether or not the toilet was reseated is irrelevantIt is still not reseated and does not back up (we have had to remove the tile, subflooring, sink, etcdue to damages) since I had another plumber come and fix the problem that you couldn't fix. It would have been very difficult to go to the store, get a new wax seal and reseat that toilet in the minutes after you left and the second backup happenedThe backup simply wasn't fixed the first time. If your technician had used the camera first, he would have seen the blockage and known what was going onThe second plumber I called says augering without using a camera first is like driving blindYou sent out the camera as a "complimentary service" 2-days later, and I was told it would be approximately $to fix the problemMy second plumber used the camera and a grabber and pulled an object out of there, added a cleanout in the stack pipe so we never have to remove the toilet to auger again, and problem solved for $150. At this point we have cleaned up the mess, and sanitized the basement, so there's nothing you can do thereI just want the public to know about a really bad experience and your questionable business practices
Regards,
*** ***
[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 I hope this will encourage the company to do a better job in the future in responding to their customers, respect them and value their timeThank you Revdex.com for your help
Regards,
*** ***
We feel we have lived up the contractual agreement, and the customer was satisfied at the time the job was completedThe customer signed off on the contract that job was completed to satisfaction (see attachment), as well as the landscape waiver was signed and explained ahead of time (also in attachment)Thank you for your business, but we feel the job was complete and does not warrant a refund
Customer was contacted and a check was issued to her for the damages done. We provided her with a waiver of liability that added wording stating that we would be responsible for and issues resulting from our work. She signed this.I believe this was agreeable for both parties