Roto-Rooter of Roanoke

On June 5, Ms [redacted] requested service because her washer was backing up in the floor drain Her main sewer line was not the problem at that time Our technician cleaned the floor drain line and solved the problem Months later she called back saying her sewer had backed up and she had called another company for that problem She wanted all of her money back for the work we had done months earlier It was clear, she had two different issues We do not feel a refund of this invoice is warranted However, as a gesture of good faith I have sent Ms [redacted] a refund of $ Thank you for your time Sincerely, [redacted]

On June 5, 2014 Ms. [redacted] requested service because her washer was backing up in the floor drain.  Her main sewer line was not the problem at that time.  Our technician cleaned the floor drain line and solved the problem.
Months later she called back saying her sewer had backed up and she...

had called another company for that problem.  She wanted all of her money back for the work we had done months earlier.  It was clear, she had two different issues.
We do not feel a refund of this invoice is warranted.  However, as a gesture of good faith I have sent Ms. [redacted] a refund of $50. 
Thank you for your time.
Sincerely,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  
Regards,
[redacted]

Review: My sewer backed up. Called for service. Stated they would arrive same day but did not and did not come despite repeated phone calls which were never returned. The next day the technician arrived without calling. He was unable to get his big machine in the basement door and used a small machine even though I offered him access through another door. Supposedly he cleared the line and charged $155.00 putting a false statement on the bill. It said he cleaned the washer line. He told me he did this in order to be able to give me a discount because he had been late. Two months later, the sewer backed up again and he refused to come back to my home because I told him he had not done the job properly. His seasoning was that it had worked for two months so he must have done the work properly. Thus I had to call another plumber who cleared the line but discovered that my sewer was collapsing. It required two visits by the new plumber to do the job properly. The Roto-rooter Technician did not ever check the main sewer line behind the washer. The second plumber found roots and other material blocking the line and went on to find that the sewer is collapsing to some extent. I called the company and the technician answered the phone. I told him I wanted my money returned and after quite a bit of argument he said he would return my money out of his own pocket but he never did. I was unable too speak to any manager about this.Desired Settlement: I would like my $155.00 returned and some investigation as to how this company is managed.

Business

Response:

On June 5, 2014 Ms. [redacted] requested service because her washer was backing up in the floor drain. Her main sewer line was not the problem at that time. Our technician cleaned the floor drain line and solved the problem.

Months later she called back saying her sewer had backed up and she had called another company for that problem. She wanted all of her money back for the work we had done months earlier. It was clear, she had two different issues.

We do not feel a refund of this invoice is warranted. However, as a gesture of good faith I have sent Ms. [redacted] a refund of $50.

Thank you for your time.

Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.

Regards,