Roto-Rooter Reviews (%countItem)
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Description: PLUMBING CONTRACTORS
Address: 66 International Ln Ste 104, Staunton, Virginia, United States, 24401-9505
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I paid Roto Rooter to come and unclog my sons sewer line. They came, one man, and he only used a snake. He said he tried to use the ugler but had no luck. He used a 1/2 snake and as he brought the snake back evertime it had baby wipes on it, he tired of doing it, and said he was hitting something. He said I cannot open it, you will have to dig up the line and find the problem. When I had some one come and dig up the line the problem was right there at the house, had to continued to use the proper tool he could have gotten it, instead he pushed through each time and finally would hit the t in the line. The town came out and blew the line on their side, which was clear. The roto rooter man said the line would have to be dug up. When the town people came before he left, they asked him if he had been a camera in the line, and he said no, that was an additional 325 dollars. He had no interest in that, because the line would have to be dug up. When I called management and asked them to adjust the cost some, because of the service, they refused, and said if you had called us to come back we possibly could have got it. My response was why would I call you to come back, when he said that he could not get it, and the line would have to be dug up.
I have attached a PDF with a copy of our typed invoice, as well as our handwritten ticket signed by the customer onsite after we had performed work, detailing the work that we performed, the amount we charged, and the authorization number that we gave the customer after she presented us with a credit card after work was performed. We attempted to open the drain in question with our Roto-Rooter cable machine. Our first attempt was with a 3" cutter, which failed to go through the line. We then attempted to open the line with only a pigtail attached to the cable machine. The line would not open. The drainpipe in question was in bad shape as we pulled back a large amount of wet wipes that were getting hung in the pipe. We cabled from the gutter drop trying to open the line as well. The line did not open. We recommended the Town of *** come out to jet their main line to make sure it was open, and camera if possible. We also recommended replacement of the main line from the house to the town main. It is our opinion that the line will continue to cause problems and not stay open. We did not camera the line, as it would have been up-charging the customer for no reason, when the line obviously needed to be replaced.I received a call from the customer on August 22, 2019 requesting a refund of $250 after the Town of *** crew had suggested we did not do our job correctly. She informed me she had called another gentleman to open her line after the city came out.As I discussed with the customer on the phone, we charged per hour as was agreed by both her son on his phone conversation with us to schedule the work, and by the customer as she signed our ticket attached and handed us the credit card payment. None of her accusations of poor work were communicated at the conclusion of our work. If she felt we should have re-ran the line after the town came out, she should have called us back to do so. As it stands, we never got a chance to reattempt to open the line after the town main was cleared. The customer has attempted to void her credit card payment per a letter we received from her provider dated August 24, 2019. If this proceeding goes through in her favor, we will be paid nothing for our services. I am hopeful that her signed agreement to the attached contract will be honored by her credit card company.
I have reviewed the response offer made by the business in reference to complaint ID, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I do not accept the response. Let me sate a few facts.I understand that they charge by the hour, I asked for a reduction of charges when they were unable to open the line.I personally left work , and went to the house to observe what was going on in my son's house, where the clog was. When I went downstairs to the basement your worker was doing nothing, he was just looking at the line. I am the one who personally witnessed him pull wipes back in the drain, I personally saw his lack of enthusiasm of having to remove the wipes from the equipment. I personally asked him, if there was anything else he could do. He made a statement that the pipe must be bad, and gave up. He did not want to fool with it anymore. I feel that when he realized it was a serious clog, and he wasn't going to be able to get it, he should not have wasted three hours, messing around with something he couldn't get. THose three hours would have paid for the camera to run the line. Had he done that, he would have found that the line was good, and did not need replacing!!! We paid to have someone come in and dig the line up, to find it was not damaged, but clogged, had to been more vigilant and gotten the proper equipment he could have opened the pipe himself. Then we had the town come and water jet the line, which opened it. I did not try to get out of paying the total charge on the card, I asked for a $300 reduction, since he did not get it open, the bill was over $500.I did not call Roto Rooter to come back, because the man you sent, said it would have to be dug up, WHY would I call you back for that. HE SHOULD HAVE CALLED YOU to bring something else down to the house when he could not get it.Bottom line, he did not want to continue to pull wet wipes off of that equipment!!
Regards