We responded to a service request from *** *** on 5/14/15 to resolve an issue with a clogged toilet that would not flush The technician on site quoted *** Witter our flat rate price to complete the repairs and resolve her toilet back up issue. She
agreed to the price and then signed a work order authorization form which states the customer agrees that we are going to perform the scope of the work listed for the price stated on the invoce. The service was performed, and when completed the work was inspected by Ms*** who then signed the invoice again, stating the work was performed as described and to her complete satisfaction. The price, scope of work, and the service we were going to provide was fully described to the customer and signed off by her each step of the way on our site inspection and estimate form. We feel we provided a service at a fair price that the customer agreed upon prior to any repairs being completed. We always provide free estimates, and only perform the work if the customer authorizes us to begin the work after agreeing to the price
We received correspondence from the customer's insurance adjuster this morning 8/23/at 8:43am, requesting support and revisions for several items on the invoice submitted to insurance. We will continue to communicate with the insurance adjuster on the customer's behalf to come to a
settlement on the invoice amount. This is a typical and usual process that occurs after water mitigation is complete. As soon as the insurance check is received per the agreement with the insurance company, the mechanic's lien will be removed
[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,
*** ***
Spoke to Ms*** today concerning this matter. We discussed the purpose for us taking care of this project in a timely manner and not allowing the water to cause more damage to the property. We did agree to reduce there bill by $1200.00. A revised bill will be sent to their
attention
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,
*** *** *** The address is *** *** ave, not *** aveThe city is *** ** ***, not ***Considering Robert was so adamant that this is a legal document, we can start with having the correct address
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 Roto-Rooter in ***, ***, has rebutted by stating that I signed off on the jobOf course I signed off on the job, because I entrusted what was supposed to be a professional plumbing company to be suited with qualified technicians who were skilled in fixing the pipesI, as an everyday consumer who has zero expertise in plumbing, cannot determine if the appropriate pipes are used for a repair neither the first or second timeIt is getting to the point where Roto-Rooter is getting condescending in its response, which is a reflection on how customers are viewedFor the second occurrence that took place Saturday, May 27, 2017, it is not good business to promote itself as a 24/residential company when I called for same-day service that kept getting pushed back without an estimated time of arrivalThen the "expert" arrived Sunday, May 28, to change pipesMemorial Day was the following day, and supervisor Adam Zweck said he would come Tuesday, but I had to call him -- rather than he providing superior customer service calling me to follow upThen Adam Zweck said he could not come out until Wednesday for restorationCount the number of days to have passed!Throughout this complaint, all Roto-Rooter parties involved, specifically supervisors Mark Sweet and Adam Zweck and billing representative Jessica Calvert, refuse to admit any fault to avoid reimbursing me for the inconvenience and time and additional damage to my home. Employees, specifically the first plumber, need to be dismissed from the company because the wrong pipes were used during the first repair, my water supply line was not turned back on after the company turned it off, and the pipes were not saved for *** reporting purposes.I expect Roto-Rooter to compensate me for the ungodly amount charged
Regards,
*** ***
This is in response to the complaint Id [redacted] We have contacted [redacted] and he will be in today, October 12, 2016 to discuss a resolution to this problem. SincerelyCarlene L[redacted]Ray Seraphin Ford, Inc.
[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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]I am satisfied that they lived up to what they said they were going to do. They apologized which is awesome, the issue was solved, however there wasthe lack of customer focus. I am lucky nothing happened, if I wasn't as lucky something worse could have happened. The issue has been corrected but it took over a month. I do think some kind of refund would be nice, also an explanation. The last day of contact, they said I was next in line, 2 hours later I called them and then they told me I was no longer next in line, and then they called me an hour after that, and then basically told me they only had one person working that day and each time I talked to them they were giving me new or different information. It seems like I was getting yanked around. I am not seeking a full refund since the issue was solved, at most maybe half or 25% seeking contact about why each person I talked to gave me a different reason or story of what was going on and that there was no consistency in the business.
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. Customer said the business was quick to respond Friday and sent someone out today. They fixed the water line and that should take care of things. If not, she will get back in touch.
Regards,
[redacted]
The original bill for $2621.89 was for the only following charges. Antimicrobial of the affected areas in the basement, 1 dehumidifier for 3 days, 8 air movers for 3 days, 1 air scrubber for 3 days, 1 day for equipment set up and take down, a charge for personal protective equipment and a decontamination charge for equipment due to being a Category 3 loss. All prices were based off of a version of an Xactimate. Three days is the standard for drying according to the IICRC standard so this is all that Mr. [redacted] was charged for. After hearing his original concerns we reduced his bill down to $2200 dollars as a discount since he used Roto-Rooter Services Company for his plumbing needs also. I am willing to work with Mr. [redacted] as much as I can as we value all customers. We are willing to accept 1621.89 as this is $1000.00 off of the original bill to assist the customer.
[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 would like to add that the issue was that an experienced plumbing business most certainly knows how much a worst-case-scenario could possibly cost and that I deliberately wasn't told what it could end up costing even after I asked. Thank you, Revdex.com, for assisting in this matter. Regards,
[redacted] ----I talked to the customer and explained to her that in order to find out what is wrong with the water heater that the tech would have to diagnose the problem and there are charges for that. The call center listened to her call and she wanted a quote over the phone and...
the CSR told her we gave free estimate so I think there was some confusion there. The customer is still not happy.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Mr. Trebec, representing the Roto-Rooter Company, apparently is convinced that legally I am at most due a payment of $2200. I think through our correspondences we have demonstrated that alleged statements carry no weight. Only looking at the physical layout of my home relative to the contract, understanding what my problem was as stated by both me and Mr [redacted], and using common sense can resolve this issue. At this point I have decided to explore more options to see if I can obtain full justice.
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]
We have issued a credit memo for the customer so they are no longer responsible for the $250 dollar invoice. I have advised the customer that we are removing that A/R item and they would not be contacted further since they are not responsible for the $250 charge.
Joe Frank spoke to customer on Friday, 7/7/17. Customer requested we perform service work. But the customer pulled own toilet and did not reseat herself in order to save money. Customer wants us to pay for damage after they flushed another toilet when they had not reseated the one they pulled on...
their own. Advised customer we are not responsible for damage because they did not reseat the toilet before flushing.
We responded to a service request from *** *** on 5/14/15 to resolve an issue with a clogged toilet that would not flush The technician on site quoted *** Witter our flat rate price to complete the repairs and resolve her toilet back up issue. She
agreed to the price and then signed a work order authorization form which states the customer agrees that we are going to perform the scope of the work listed for the price stated on the invoce. The service was performed, and when completed the work was inspected by Ms*** who then signed the invoice again, stating the work was performed as described and to her complete satisfaction. The price, scope of work, and the service we were going to provide was fully described to the customer and signed off by her each step of the way on our site inspection and estimate form. We feel we provided a service at a fair price that the customer agreed upon prior to any repairs being completed. We always provide free estimates, and only perform the work if the customer authorizes us to begin the work after agreeing to the price
We received correspondence from the customer's insurance adjuster this morning 8/23/at 8:43am, requesting support and revisions for several items on the invoice submitted to insurance. We will continue to communicate with the insurance adjuster on the customer's behalf to come to a
settlement on the invoice amount. This is a typical and usual process that occurs after water mitigation is complete. As soon as the insurance check is received per the agreement with the insurance company, the mechanic's lien will be removed
[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,
*** ***
Spoke to Ms*** today concerning this matter. We discussed the purpose for us taking care of this project in a timely manner and not allowing the water to cause more damage to the property. We did agree to reduce there bill by $1200.00. A revised bill will be sent to their
attention
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,
*** *** *** The address is *** *** ave, not *** aveThe city is *** ** ***, not ***Considering Robert was so adamant that this is a legal document, we can start with having the correct address
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 Roto-Rooter in ***, ***, has rebutted by stating that I signed off on the jobOf course I signed off on the job, because I entrusted what was supposed to be a professional plumbing company to be suited with qualified technicians who were skilled in fixing the pipesI, as an everyday consumer who has zero expertise in plumbing, cannot determine if the appropriate pipes are used for a repair neither the first or second timeIt is getting to the point where Roto-Rooter is getting condescending in its response, which is a reflection on how customers are viewedFor the second occurrence that took place Saturday, May 27, 2017, it is not good business to promote itself as a 24/residential company when I called for same-day service that kept getting pushed back without an estimated time of arrivalThen the "expert" arrived Sunday, May 28, to change pipesMemorial Day was the following day, and supervisor Adam Zweck said he would come Tuesday, but I had to call him -- rather than he providing superior customer service calling me to follow upThen Adam Zweck said he could not come out until Wednesday for restorationCount the number of days to have passed!Throughout this complaint, all Roto-Rooter parties involved, specifically supervisors Mark Sweet and Adam Zweck and billing representative Jessica Calvert, refuse to admit any fault to avoid reimbursing me for the inconvenience and time and additional damage to my home. Employees, specifically the first plumber, need to be dismissed from the company because the wrong pipes were used during the first repair, my water supply line was not turned back on after the company turned it off, and the pipes were not saved for *** reporting purposes.I expect Roto-Rooter to compensate me for the ungodly amount charged
Regards,
*** ***
This is in response to the complaint Id [redacted] We have contacted [redacted] and he will be in today, October 12, 2016 to discuss a resolution to this problem. SincerelyCarlene L[redacted]Ray Seraphin Ford, Inc.
[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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]I am satisfied that they lived up to what they said they were going to do. They apologized which is awesome, the issue was solved, however there wasthe lack of customer focus. I am lucky nothing happened, if I wasn't as lucky something worse could have happened. The issue has been corrected but it took over a month. I do think some kind of refund would be nice, also an explanation. The last day of contact, they said I was next in line, 2 hours later I called them and then they told me I was no longer next in line, and then they called me an hour after that, and then basically told me they only had one person working that day and each time I talked to them they were giving me new or different information. It seems like I was getting yanked around. I am not seeking a full refund since the issue was solved, at most maybe half or 25% seeking contact about why each person I talked to gave me a different reason or story of what was going on and that there was no consistency in the business.
Customer was contacted on 11/22/17 by management and a refund was given at this time along with an apology.
[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. Customer said the business was quick to respond Friday and sent someone out today. They fixed the water line and that should take care of things. If not, she will get back in touch.
Regards,
[redacted]
The original bill for $2621.89 was for the only following charges. Antimicrobial of the affected areas in the basement, 1 dehumidifier for 3 days, 8 air movers for 3 days, 1 air scrubber for 3 days, 1 day for equipment set up and take down, a charge for personal protective equipment and a decontamination charge for equipment due to being a Category 3 loss. All prices were based off of a version of an Xactimate. Three days is the standard for drying according to the IICRC standard so this is all that Mr. [redacted] was charged for. After hearing his original concerns we reduced his bill down to $2200 dollars as a discount since he used Roto-Rooter Services Company for his plumbing needs also. I am willing to work with Mr. [redacted] as much as I can as we value all customers. We are willing to accept 1621.89 as this is $1000.00 off of the original bill to assist the customer.
[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 would like to add that the issue was that an experienced plumbing business most certainly knows how much a worst-case-scenario could possibly cost and that I deliberately wasn't told what it could end up costing even after I asked. Thank you, Revdex.com, for assisting in this matter. Regards,
Spoke with customer at great length about his complaint. I agreed with the customer and will refund him 426.00 to his credit card.
[redacted] ----I talked to the customer and explained to her that in order to find out what is wrong with the water heater that the tech would have to diagnose the problem and there are charges for that. The call center listened to her call and she wanted a quote over the phone and...
the CSR told her we gave free estimate so I think there was some confusion there. The customer is still not happy.
A refund of $80 will be credited back to the customer's credit card.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Mr. Trebec, representing the Roto-Rooter Company, apparently is convinced that legally I am at most due a payment of $2200. I think through our correspondences we have demonstrated that alleged statements carry no weight. Only looking at the physical layout of my home relative to the contract, understanding what my problem was as stated by both me and Mr [redacted], and using common sense can resolve this issue. At this point I have decided to explore more options to see if I can obtain full justice.
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]
We have issued a credit memo for the customer so they are no longer responsible for the $250 dollar invoice. I have advised the customer that we are removing that A/R item and they would not be contacted further since they are not responsible for the $250 charge.
Joe Frank spoke to customer on Friday, 7/7/17. Customer requested we perform service work. But the customer pulled own toilet and did not reseat herself in order to save money. Customer wants us to pay for damage after they flushed another toilet when they had not reseated the one they pulled on...
their own. Advised customer we are not responsible for damage because they did not reseat the toilet before flushing.