Roto-Rooter of Ventura County

In regards to the complaint filed by [redacted] we truly believe she did so in hasteWe record all of our telephone calls for quality assurance and trainingOur dispatcher did in fact tell Mrs [redacted] that we would come out and there would be no chargeWhen our servicetech arrived at her house she was told it appeared there was a leak somewhere in the wall or maybe under her shower panIt was explained that we would need to open the wall to further inspect and that there would be a charge if she wanted us to continueAt that point there was no charge to herShe said she did not care how much it cost as her landlord was paying for everythingOur servicetech spent ½ hours at her house, cutting a small opening in the wall and diagnosing the water leakAfter this work was done Mrs [redacted] said she felt she shouldn’t have to pay anything as she was told on the phone we would come out for no chargeWe did in fact go out at no charge, investigate her problem and advised her we would need to charge her to continue to diagnose the leakThe following morning (today) Mrs [redacted] called our office saying now her toilet and a different shower was plugged upShe asked if there would be a charge to come out and look at itShe was told there would not be a charge to come and check the problemShe was also told if there was going to be any charge she would be advised once we had the chance to come to her home and check the situationShe was also told we would have a servicetech at her house within ½ to hoursOur servicetech arrived at her home within this time frame but Mrs [redacted] refused to let our servicetech check anythingOur Operations Manager called Mrs [redacted] and asked if there was a problem, she said no but she had called another company and didn’t feel right about having two companies show upAt no time during the original calls did Mrs [redacted] say she was going to call another companyShe was also told that if any further work was needed the money she had paid (about hours prior) would be credited toward that workShe still refused to have our servicetech check her toilet and showerOur Operations Manager, in speaking with her on the phone could see she was upset and told her we would be sending her check back as he felt we had failed to meet her expectationsLater we received an email from Revdex.com notifying us that she had filed a complaintWe feel we did everything possible to help Mrs [redacted] , including giving her back her moneyWe do not feel we did anything wrong but it is our policy to refund a customer’s money if they are not fully satisfied with our serviceThis should be apparent as we have maintained an A+ rating with Revdex.com for many yearsWe truly feel Mrs [redacted] acted hastily and did not give us any opportunity to address any issues that she may have hadSincerely John Heard General Manager Roto-Rooter Plumbers of Ventura County

In regards to the complaint filed by [redacted] we truly believe she did so in haste. We record all of our telephone calls for quality assurance and training. Our dispatcher did in fact tell Mrs. [redacted] that we would come out and there would be no charge. When our servicetech arrived at her...

house she was told it appeared there was a leak somewhere in the wall or maybe under her shower pan. It was explained that we would need to open the wall to further inspect and that there would be a charge if she wanted us to continue. At that point there was no charge to her. She said she did not care how much it cost as her landlord was paying for everything. Our servicetech spent 1 ½ hours at her house, cutting a small opening in the wall and diagnosing the water leak. After this work was done Mrs. [redacted] said she felt she shouldn’t have to pay anything as she was told on the phone we would come out for no charge. We did in fact go out at no charge, investigate her problem and advised her we would need to charge her to continue to diagnose the leak. The following morning (today) Mrs. [redacted] called our office saying now her toilet and a different shower was plugged up. She asked if there would be a charge to come out and look at it. She was told there would not be a charge to come and check the problem. She was also told if there was going to be any charge she would be advised once we had the chance to come to her home and check the situation. She was also told we would have a servicetech at her house within 1 ½ to 2 hours. Our servicetech arrived at her home within this time frame but Mrs. [redacted] refused to let our servicetech check anything. Our Operations Manager called Mrs. [redacted] and asked if there was a problem, she said no but she had called another company and didn’t feel right about having two companies show up. At no time during the original calls did Mrs. [redacted] say she was going to call another company. She was also told that if any further work was needed the money she had paid (about 12 hours prior) would be credited toward that work. She still refused to have our servicetech check her toilet and shower. Our Operations Manager, in speaking with her on the phone could see she was upset and told her we would be sending her check back as he felt we had failed to meet her expectations. Later we received an email from Revdex.com notifying us that she had filed a complaint. We feel we did everything possible to help Mrs. [redacted], including giving her back her money. We do not feel we did anything wrong but it is our policy to refund a customer’s money if they are not fully satisfied with our service. This should be apparent as we have maintained an A+ rating with Revdex.com for many years. We truly feel Mrs. [redacted] acted hastily and did not give us any opportunity to address any issues that she may have had. Sincerely John Heard General Manager Roto-Rooter Plumbers of Ventura County

Review: I contacted the number listed on the website for Roto Rooter in Camarillo, CA. At 5:06 pm I contacted the Camarillo Roto Rotter at ###-###-####. I asked how much it would cost to have a technician to come out today (a Sunday) and look at our problem. The dispatcher said it would not cost anything. The dispatcher took my name, phone number and address and said that he would call back when he had a technician.At 5:26 pm the dispatcher called back and said that the technician Art was available and would be there in 30 minutes or less. Art showed up within the thirty minutes looked around the room with the problem and the closets in the area. He offered to remove a small cut in the drywall to further diagnose the problem. After looking inside the wall, Art was able to diagnose the problem. He said we needed to replace the shower pan in the shower in the adjoining room, however this was not a service Roto Rooter could provide. Art then said we owed him $125.00. I was shocked because the dispatcher had told me $0, and at no point did Art state that it would be extra to look inside the walls. Like an auto mechanic, I would assume before performing services that were beyond a basic service call, the technician should have informed us that there would be an extra charge! When I protested that we were told that the visit would be free, Art stated that they often have problems with the dispatcher telling customers that, however he is paid on commission and he was actually cutting us a deal as the charge is normally $150.00. So we paid the fee.I sincerely feel that it is inappropriate for the dispatcher to bait me into requesting a technician to be sent out to review our problem, only to have the technician charge us nearly the same fee that we would have paid had we used the services of a more honest vendor.Desired Settlement: I would like to be refunded the $125.00.

Business

Response:

In regards to the complaint filed by [redacted] we truly believe she did so in haste. We record all of our telephone calls for quality assurance and training. Our dispatcher did in fact tell Mrs. [redacted] that we would come out and there would be no charge. When our servicetech arrived at her house she was told it appeared there was a leak somewhere in the wall or maybe under her shower pan. It was explained that we would need to open the wall to further inspect and that there would be a charge if she wanted us to continue. At that point there was no charge to her. She said she did not care how much it cost as her landlord was paying for everything. Our servicetech spent 1 ½ hours at her house, cutting a small opening in the wall and diagnosing the water leak. After this work was done Mrs. [redacted] said she felt she shouldn’t have to pay anything as she was told on the phone we would come out for no charge. We did in fact go out at no charge, investigate her problem and advised her we would need to charge her to continue to diagnose the leak. The following morning (today) Mrs. [redacted] called our office saying now her toilet and a different shower was plugged up. She asked if there would be a charge to come out and look at it. She was told there would not be a charge to come and check the problem. She was also told if there was going to be any charge she would be advised once we had the chance to come to her home and check the situation. She was also told we would have a servicetech at her house within 1 ½ to 2 hours. Our servicetech arrived at her home within this time frame but Mrs. [redacted] refused to let our servicetech check anything. Our Operations Manager called Mrs. [redacted] and asked if there was a problem, she said no but she had called another company and didn’t feel right about having two companies show up. At no time during the original calls did Mrs. [redacted] say she was going to call another company. She was also told that if any further work was needed the money she had paid (about 12 hours prior) would be credited toward that work. She still refused to have our servicetech check her toilet and shower. Our Operations Manager, in speaking with her on the phone could see she was upset and told her we would be sending her check back as he felt we had failed to meet her expectations. Later we received an email from Revdex.com notifying us that she had filed a complaint. We feel we did everything possible to help Mrs. [redacted], including giving her back her money. We do not feel we did anything wrong but it is our policy to refund a customer’s money if they are not fully satisfied with our service. This should be apparent as we have maintained an A+ rating with Revdex.com for many years. We truly feel Mrs. [redacted] acted hastily and did not give us any opportunity to address any issues that she may have had. Sincerely John Heard General Manager Roto-Rooter Plumbers of Ventura County