Rooter Town LLC

Complaint: [redacted] I am rejecting this response because:they did not come to my house times they came twice because they didn't do the job correctly they didn't charge me because they screwed up the first time They wanted to overcharge me for the toilet and refused to go in my crawl space I now am dealing with a reputable company who knows what they are doing If I would have continued with the previous company I would have paid double in the end because of misdiagnosis of the situation Sincerely, [redacted]

It can sometimes take a couple of days to see a refund on your accountHowever, we did process it as promised and I attached a copy of the receipt to my last response, as I did not have an email address to send it to you directlyIt have attached it again hereKind Regards, [redacted]

Revdex.com: I have reviewed your letter and we agree to Arbitration as long as it is bindingKind Regards, [redacted]

[redacted] was able to get a hold of [redacted] and discuss the concerns that she hadHe was able to resolve her concerns and she has stated that she will send an email to the Revdex.com to request that her complaint be removed from the system

We have not charged her for any services

We have made numerous attempts to contact this customer via phone and email in an attempt to resolve their issueWe have not gotten a response Complaint Response Date bumped because: Data Base Migration

We have called this customer multiple times to discuss her complaintShe does not answer and does not return our callsThis is not the first time this customer has used our servicesWe have been to her home times and each time she has called back and complained about the serviceWe have either given her a full refund or provided additional free service to this customer to try to resolve her complaintsShe continues to call us when she has issues with her plumbing, but then never wants to pay for the serviceWe do not believe that she is being honest about the issues and is manipulating the system to receive free work

The original call from this customer was a backed up drain in the basementShe said it was some sort of root drop off or sinking drop off and it had happened once beforeWe cable the mainline from her basement clean out and ran a camera to look at the line and found her line needed a
repair. We showed the customer on the camera. We gave the bid to do the work and the customer accepted and scheduled the work. We completed the repair and had it inspected by the city before we buried itAfter the repair was complete, we called the customer to pick up final payment and they gave us a story saying they had another back upThey would not let us look at it and refused to pay the final balance due for the repair. They said we would have to sue them for the balance still owed. Clearly this has become a legal issue and we have to take them to court to get final payment

We have been in contact with this customer and have addressed their concernsThey are satisfied with the resolution and have informed us that they have requested the complaint be removed

We have spoken with this customer and we are waiting on him to send us paperwork form another company

[A default letter is provided here which indicates your acceptance of ArbitrationIf you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID .***,and find that arbitration is necessary
Sincerely,
*** ***

Following considerable discussion with ***, the General Manager at Rooter Town, he agreed to refund the $we had paid them if I would send a receipt verifying that we had paid another plumber to remove the roots from the sewer line--the job that we had hired Rooter Town for and which they did not doPrior to sending the refund, he told me that the tech who have come to our house was no longer doing camera work; he also repeatedly let me know that he wanted me to make the information that I had sent to the Revdex.com "private," rather than having it postedI told him that we appreciated the fact that they had stopped allowing that tech to do camera workI also indicated that I not only was I concerned about receiving a refund but was concerned about other potential customers of theirsI told him that after reading reports of other customers who had experiences similar to ours, it appeared that the problem was bigger than just one techI then asked him if his company had a systemic problem with their techs pushing people for more repairs than they neededHe never answered directly but rather said that they offered people a variety of services to choose from and let them choose what they wantedI decided not to push the issue further but did explain to him, as did a Supervisor at the Revdex.com, that I could not make the information that I had already given the Revdex.com privateOnce he had received our receipt from the other plumbing company and finally understood that I could not retract what I had said or make it private, without further discussion, he sent the refund check

It took longer than for the concrete due to the cold weatherHowever the forms have been removed now and the work is cleaned up and complete. We have resolved all the issues with this customer and she is satisfied with the completion of the workShe said that she would be in
contact with the Revdex.com to let you know that her issues have been resolved

Our General Manager Richard has reached out this customer and we are waiting to hear back from them

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThis company needs some major training in both scheduling and customer service/people skillsUsing terms like "your kind" "people like you" can lead to lawsuitsAs a minority I do not appreciate businesses like this.
Sincerely,
*** ***

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.
Sincerely,
[redacted]

We have not charged her for any services.

We talked to [redacted] several times on Monday the 20th of November. Her technician was stuck on another job. The GM got involved at 3:30 after he found out that there was a scheduling conflict. He told her that we are very sorry that this happened. There was miscommunication between the...

technician and the office and we apologized for that miscommunication and getting tied up on another job. [redacted] stated to the GM that  she was not happy with his apology and was verbally abusive. She stated if we did not come out tonight she was going to write bad reviews. We did not have the parts to fix her problem and we were unable to get the parts in time to service her that evening. We had to reschedule for the next day between 3 and 5 because of her work schedule. [redacted] told her he would handle it personally to ensure there were no scheduling problems. That evening, she sent us an email through our email listed on the Revdex.com site stating that she was still unhappy with [redacted]’s handling of her situation. [redacted] called her the next morning and asked her what else he could do. She said there was nothing else, really. [redacted] asked her if she wanted another company to do the work. She said yes. So, [redacted] said ok, I will cancel your appointment. We have not charged her for any time or work that we have done. Again, we apologize that this miscommunication that occurred and we are working hard to ensure that it does not occur again. We strive to provide excellent service.

[redacted] was able to get a hold of [redacted] and discuss the concerns that she had. He was able to resolve her concerns and she has stated that she will send an email to the Revdex.com to request that her complaint be removed from the system.

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.
Resolved thank you[redacted] (ret.)[redacted]