Roto-Rooter Plumbers

Everything at MB&T is a hassleTheir "policies" are ridiculousI, nor my family, will ever hold an account with MB&T again

I have spoken with Mr [redacted] , and we have worked out an amicable resolution

As to the first issue, the cost for Emergency Sunday serviceThe cost was explained before work beganWhen Ms [redacted] contacted me, I explained the costShe seemed to understand, and even asked for what appeared to be additional unrelated work to be accomplished Why would she ask us to do more work if our prices were unfair?As to the second issue, allegedly not completed the work It was not "the next day" as statedMs [redacted] did not contact me to let me know she was experiencing additional problems until the evening pf Jun 13th Ms [redacted] made no attempt to contact our office on the j 2._th (sheindicated in her complaint she called twice that day)Our phone records clearly show her first call after Sundays emergency work was Tues evening at pmDuring this call, she asked about the charges, but never indicated she was experiencing additional problemsWhen I spoke with Mr [redacted] the next morning, I dispatched a technician who clearly explained to her that her line was damaged and in need of repair or replacement, and he also indicated this on the invoice that was signed by Ms [redacted] In the interest of customer service, he did not charge her for that days work, as he very well could have as our warranty does not cover additional stoppages caused by damaged linesMs [redacted] indicated to him that she would contact the office to schedule a CCTV inspection of line to determine if it need a repair or full replacementShe never contacted our office...to schedule OR to express any displeasure about the service/diagnosis.Ms [redacted] s complaint indicated she contacted another company, who gave the same diagnosis we did (failed sewer line), and indicated that they performed the repair/replacement.If this is indeed true, and the work has been accomplished, I would caution Ms [redacted] as to her choice for a service providerNo permit was obtained for any repair work at the address, and thus no inspection were conducted by the city on any sewer line repairs to ensure they complied with code standards as is required by lawThis is what often happens when you go with the "cheapest" service you can find.At this time, we have already shown a willingnego-above and beyond---for-Ms [redacted] in that the services on Wed the 14th were provided at no costI cannot refund the cost valid cost for Sunday' semergency services, as these cost were fullyexplained to Ms [redacted] ,and sheindicated she understood and agreed (both verbally and in writing)

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]

Complaint: ***
I am rejecting this response because: At closing Roto Rooter received due to a lien placed against the property though already paid in full by American Express. I called AMX and released my challenge on the 11th of August. As
the practice of AMX they said they had never taken the funds away from the business, only sought resolution of the dispute. The dispute arose from the fact that I requested an invoice stating man-hours worked and materials used. Roto Rooter never provided invoices for such.. After talking to the owner he assured me that he would redo the invoices and send me corrected ones. I told him I had already put in a challenge since no one replied to my first request for over days. He still has not provided an invoice for such though he received payment from AMX and then placed a lien getting paid from closing while he was still holding funds from AMX. He told my realtor he did so in order to avoid any future challenge After closing I contacted AMX again and explained the situation. They opened a new challenge and after a few weeks Roto Rooter released the funds back to AMX (October 2017). At this time all I am asking for is an invoice for the difference in the amount taken at closing and the amount on the invoices received. It would still be nice to get invoices that were more detailed as RR charged by the day and I found text stating they were on their way to do the work around noon and they left by on two different days. If they actually used a full day, I have no problem with the charges other than they need to provide invoicing for the difference collected and the invoices sent to me. Thank you for your assistance in obtaining these receipts for my IRS records. I thought it was standard business procedures to provide accurate receipts for work done. I will be happy to provide a copy of the invoices if necessary to help resolve this issue. I am sorry the business owner will not resolve this problem with me directly as I do not see it as that big of a deal. It is just an invoice or a correction of the ones he gave me. To collect a lien while already being paid is not a good business practice in my thought, but it is his business. In most states it would be illegal. I wish he would resolve this Issue with a correct invoice for the difference. AMX has said there should have been no charges to me for a challenge, especially when it was resolve by me with them after our conversation. If he had a charge, he could invoice me and I will be willing to take it up with AMX myself. I just need resolution at this point for tax purposes
Sincerely,
*** ***

Initial Business Response /* (1000, 7, 2015/12/23) */
Mr*** is not at this time, nor has he ever been a customer with our company

See attached document

As to the first issue,
the cost for Emergency Sunday service. The cost was explained before work
began. When Ms. [redacted] contacted me, I explained the cost. She seemed to
understand, and even asked for what appeared to be additional unrelated work to
be accomplished.  Why would she ask us...

to
do more work if our prices were unfair?As to the second issue,
allegedly  not  completed 
the  work.   It 
was not "the next day" as stated. Ms. [redacted] did not contact
me to let  me know she was experiencing
additional  problems  until the evening   pf Jun 13th.  Ms.
[redacted] made no attempt to contact our office on the j 2._th (sheindicated in her
complaint she called twice that day). Our phone records clearly show her first
call after Sundays emergency work was Tues evening at 4.26 pm. During this
call, she asked about the charges, but never indicated she was experiencing
additional problems. When I spoke with Mr. [redacted] the next morning, I dispatched a technician who
clearly explained to her that her line was damaged and in need of repair or
replacement, and he also indicated this on the invoice that was signed by Ms.
[redacted]. In the interest of customer service, he
did not charge her for that days work, as he very well could have as our
warranty does not cover additional stoppages caused by damaged lines. Ms. [redacted] indicated to him that she would contact the
office to schedule a CCTV inspection of line to determine if it need a repair
or full replacement. She never contacted our office...to schedule OR to express any displeasure about the
service/diagnosis.Ms. [redacted]s complaint
indicated she contacted another company, who
gave the same diagnosis we did (failed sewer line), and indicated that they
performed the repair/replacement.If this is indeed true, and the work
has been accomplished, I would caution Ms. [redacted] as to her choice for a
service provider. No permit was obtained for any repair work at the address,
and thus no inspection were conducted by the city on any sewer line repairs to
ensure they complied with code standards as is required by law. This is what
often happens when you go with the "cheapest" service you can find.At this time, we have already shown a willingness-to go-above and beyond---for-Ms. [redacted]in that the services on Wed the 14th were provided at no cost. I cannot
refund the cost valid cost for Sunday' semergency services, as these cost were fullyexplained to Ms. [redacted],and sheindicated she understood and agreed (both verbally and in
writing).

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]

Everything at MB&T is a hassle. Their "policies" are ridiculous. I, nor my family, will ever hold an account with MB&T again.

Thank you [redacted] for the info.I can see where we made some mistakes on our end.This customer was very hard to service.She was never available for us.BUT,she was still a customer.In an effort to resolve the issue,I did have a check for the $350.25 cut today.It will go out in tomorrows mail.From today...

foward this is a DNS file.Thanks again for your help.  [redacted]

This complaint should be directed to the home inspector.  What the customer fails to mention is the fact that we did NOT make a mistake and the lines were NOT crossed.  The home inspection report was simply wrong.  The breaker was off since the home was vacant.  The customer...

called us out on a Saturday to fix the problem.  [redacted] who has over 11 years experience with our company and over 20 years total, was confident that he had not crossed the lines.  After verifying this, he informed the homeowner that the breaker was simply off.  He turned on the heater, waited while the water heated up, and showed the customer that all fixtures were correctly dispensing water...hot from the hot side, cold from the cold side.  The customer was charged a Saturday service call, having been at the home from 4:19pm to 5:16pm on Saturday.Had we actually made a mistake, we certainly wouldn't have charged for this call.  I do not understand why this customer is so upset with us.  If you have any additional questions, please don't hesitate to contact us.Thank you![redacted]

I have spoken with Mr [redacted], and we have worked out an amicable resolution.

Initial Business Response /* (1000, 8, 2016/01/19) */
I contacted Ms. [redacted] Monday morning following the weekend the problem occurred. I dispatched a team leader to fix the issues with the toilet. I then went to her residence personally as the job was being completed to ensure she was taken...

care of. There was a miscommunication with our weekend answering service (the should have contacted me even though it was after hours). After everything was completed, Ms. [redacted] satisfaction she was upfront and did inform me she had filed a complaint with the Revdex.com prior to speaking with me Monday morning. I did not respond to the earlier notification from the Revdex.com as the issue had already been addressed, and Ms. [redacted] said she would have the complaint taken down. To my knowledge, this matter has been resolved to the customers satisfaction.
Initial Consumer Rebuttal /* (3000, 10, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did come fix the problem the next Monday. The toilet handle runs and I need to schedule with roto rooter to fix again. Also they messed up the paint the manager said they would pay to to have it repainted. My painter is giving me an estimate today. Situation is not resolved.
Final Business Response /* (4000, 12, 2016/01/29) */
I have already communicated to Ms. [redacted] that we would take care of the any cost associated with the paint (this was well over a month ago), and at this time, no estimate has been relayed to us. I still stand behind what I said. As far as the problem with the handle, she still has a full warranty and I'm happy to take care of that as well, she simply needs to call the office and schedule a time that is convenient to her. The day I met with Ms. [redacted], I told her these things, and even provided her with my personal cell phone number should any additional issues arise, she then gave me her word she would retract the complaint that was submitted before I had a chance to address it. As I stated, I also gave her my word that day I would take care of the paint once her painters gave her an estimate, and take care of any future issues that arise. Even though over a month has passed, I'm still willing to take care of the things she is asking for.

Initial Business Response /* (1000, 8, 2015/08/06) */
Initial Consumer Rebuttal /* (3000, 10, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No I don't accept your response. I was not informed of the rates other than the $69.95 "diagnosis " fee....

The tech didn't do a "diagnosis " my husband told him what was wrong and the tech began to fix the problem. He did not inform us of the drain fee and labor fee nor did he inform us of "our $25 discount." The tech did ask for my husband's help. If a tech is going to need help them 2 men should be present at each service call. I do believe the company could have made things right by reducing the labor cost for a 15 minute job. The manager was willing to reduce the rate, but had to get approval from the VP who ultimately decided that we were charged a fair rate.
Your service and quality of how you conduct business speaks for itself. I should have read the bad reviews your company has on multiple websites before calling Roto-Rooter for a service call. I'll be sure to let others know how you conduct business.
I wouldn't plan on calling you for future business anyway so that is fine if you do not provide me service in the future.
Final Business Response /* (4000, 13, 2015/08/27) */
[redacted],
As per our phone conversation, we stand by our original response. If I can be of any further assistance feel free to contact me.
Thanks,
[redacted]

We refused to discuss a solution, as Ms. [redacted] attempted to defraud us by paying for services rendered with
a check written on a
closed account. She then
fabricated complaints with service when faced with criminal legal action. Ms. [redacted] has complained to se.veral other sources in...

retal-iation (up to and including the Attorney Generals office), none of whom, at
this time, have found any wrong doing on our company's part.

Final Consumer Response /* (2000, 8, 2015/08/21) */
Roto Rooter did resolve my complaint, The service manager did contact me back although it did take him a week to call, wasn't all to thrilled with that. The service manager did refund my money and gave me $50 gift card for restaurants and did...

apologize about how we were treated. I did explain to him what the plumber had stated and that the problem was ours after they destroyed the plumbing. I did take pictures of the damage the plumber did and gave the service manager the broke pea trap so that he could show the plumber who did the damage. I would like the complaint to be removed. I am semi-satisfied with the outcome.
Can you contact me back and let me know when the complaint has been removed.
Thanks,

[redacted]
XXX-XXX-XXXX
[redacted]@gmail.com

Review: 5/13/15: called for service Lady took the wrong details. Tech showed up and started working on wrong problem. When I corrected him, he moved under the house and kept working. Two hours later I was given a bill for $350.25 which included THE INCORRECT WORK HE STARTED DOING! I asked why and he told me he had to. The office was closed so I paid and he left.Next day, the problem came back. I was out of town but called to set up service for when I came back. Had to call AGAIN on 5/18/15. Owner said tech would come out next day between 12-2. At 2:30 I called, lady said he would come when he was ready (rudely). She called at 4:15 to say he would come around 5:30. I had told them I had to go out of town and that would not work. Requested FIRST APPT the following Monday(5/25). On Monday, owner called at 8:30 to ask if work was still needed and said tech would come 9:30. He arrived 11:00 a.m. Stated that BECAUSE MY PIPE WAS OLD, NARROW, AND RUSTY THAT HIS TOOL HAD NOT BEEN ABLE TO GO IN THE FIRST TIME AND SO HE COULDN'T TRY AGAIN. SUGGESTED I HAVE A NEW PIPE INSTALLED. When asked why I paid for work when he actually had not done it, he said he had to charge for work attempted. I called their office, lady said owner was busy. She was exceedingly rude! I asked for an immediate refund. She told me she doubted it would happen. I asked for owner to call ASAP.On 5/26 called, rude lady told me he would call when he had time.No call, no message.Desired Settlement: Immediate refund of $350.25.

Business

Response:

Thank you [redacted] for the info.I can see where we made some mistakes on our end.This customer was very hard to service.She was never available for us.BUT,she was still a customer.In an effort to resolve the issue,I did have a check for the $350.25 cut today.It will go out in tomorrows mail.From today foward this is a DNS file.Thanks again for your help. [redacted]

Review: Although the company agreed to install a riser on my septic system that was paid for but omitted at the initial installation, they were extremely nasty, refused to do routine maintenace on the system they installed, lied to me about state laws regarding septic systems, would not return my calls, left open holes in my yard (safety hazard) for 3 weeks and caused me additional expenses.Desired Settlement: I would like them to:

1. Reimburse me for expenses incurred to dig out the septic system for cleaning. This expense was due to the lack of the riser they never installed. My cost was $75

2. Return and fill in the hole made by the the other contractor. I was told by [redacted] to have the hole open until they came out to locate the riser (which was never installed). Although the hole was left open at their request, they now refuse to fill it in.

3. Because of their refusal to pump the system (at my expense) and the lack of a riser, my system was not properly cleaned & requires a second pumping. I would like to be reimbursed for my expense of $275.

Review: Have clogged sewage in our house. Called Roto-Rooter at 1pm on February, 22nd.

We found theirs phone number through the yellow pages in our area.

They said, that the crew will be at our location at 6-7pm, asked what was the problem and asked how we would like to pay. We said by credit card.

And explained that drain is not working, possibly because of the ice.

The crew came. They took of the toilet bowl, to get access to drain pipe. They broke the seal under the toilet bowl.

They tried to clean drainage with power snake. They did not clean it. Said they can not do anything else today. Gave us the bill for $625.00.

Said, that for $1500.00 or more, they can bring another equipment the next day. We were very shocked, as nobody told us in advance that their show up fees were $475.00!!!!!

And they charge $150.00 just for taking bowl out. If they would tell us at 1 pm that they are charging so much money, we would find somebody else.

They left and did not put bowl back, saying they do not have proper seal. So, they even came with no proper equipment. We called to the office with complaint.

We asked the person (who said he was the owner) why he did not tell us in advance of his outrageous "show up" charges.

He became very rude and started lying to us that he told us before coming regarding $425.00. Which is not true. We would never agree for this price. We happened to have emergencies with the plumbing before.

And our plumbers fixed frozen pipes for $80.00 total on Christmas night. We called our plumbers and they were very busy on February, 22nd , so we used the yellow pages.

We told the owner, that we are going to dispute this charge, he threaten us with the court.

Now we are still having the issue and further expenses for fixing them.

We are disputing the charge of $625.00 today with our credit card.Desired Settlement: Annulment of the bill.