Roto-Rooter Plumbing & Drain Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Dear [redacted]:
My response to the June 24, 3014 letter from Roto-Tooter ([redacted]) is as follows:
 
We are in agreement that Roto-Rooter was called to my address (the service address) on May 4, 2014.
 
The Roto-Rooter plumber did not ask various questions regarding the desired features and look of a faucet I would like to have installed.  Instead, as indicated in my complaint to you, I showed him my kitchen faucet and said I wanted a new faucet like that one.  I did not ask for a faucet with a more curved, elongated spout and a different finish, but that’s what the plumber brought to me.   He essentially acknowledged that he hadn’t brought me the faucet I asked for because, as indicated in my initial complaint to you, he told me they didn’t have the one I wanted in their “warehouse”. 
 
Mr. [redacted] indicates that his plumber”went to a supplier and purchased a [redacted] Faucet”.  His plumber advised me that he was going to go to Roto-Rooter’s “warehouse” and get the faucet, and when he returned with the (incorrect) faucet, he told me he had gotten it from the “warehouse” not from a supplier.  He did not agree that it would be best for me to purchase the faucet myself.  What happened was that he did not seem to know what to do, until I finally suggested that maybe I would need to go and purchase a faucet myself.  He certainly did not offer to return the faucet he had “purchased” and go and buy the correct  one for me; instead, he repeated to me that they didn’t have the style I wanted in Roto-Rooter’s “warehouse”.  Essentially, I felt forced to go out and find a store and buy the faucet myself.
 
Mr. [redacted] is correct in saying that Roto-Rooter then installed the faucet I purchased at an agreed-upon price. However, he is incorrect in saying  that I called a few days later to stae that when I used the sprayer, the faucet would make a thumping noise.  I believe he is confusing this phone call with another call I made around a week later.  When the plumber first installed the faucet I purchased, both he and I noticed the that a thumping noise/sensation happened when either the cold or hot faucet was turned on; not just when the sprayer was used.  I expressed concern it might damage the faucet.  The plumber told me that this should clear up after running the faucets a bit and then he left to go on another call (this was still on May 4th).When the thumping noise/sensation did not clear up, I contacted Roto-Rooter again (I also looked up the problem on the internet where it indicated it could be a problem with the diverter or a problem with the plumber not flushing the water lines out properly).  Roto-Rooter suggested  I call [redacted] and ask them to send me a new diverter, which they did send.  Here is [redacted]’s confirmation:
 

















Mr. [redacted] indicates the faucet was working properly when his plumber left (after installing the diverter).  It is true that the thumping noise/sensation had stopped; however, as I later explained to Roto-Rooter, I do not use the spray feature every day.  When I later went to use it, I found that, in addition to another noise, the water in the main spout did not cut off properly when the spray attachment was in use as it is supposed to do. My [redacted] only indicates that I called to report a noise the faucet was making.  I am certain that I also reported  the problem with the spray attachment. The service representative I spoke to on the phone was very sympathetic, commented that it’s frustrating when problems remain after repairs are done, and assured me that this would be taken care of.  We made an appointment for a plumber to return. 
 
Then, I received a message from Mr. [redacted] that it would cost me $120 plus tax for a plumber to come out to fix the faucet.  After that, I did call back and express anger/disbelief that they wanted to charge me even more for not fixing this properly in the first place.  Following that, I received the “suggestion” that I contact another company.
 
With respect to Mr. [redacted]’s final bullet point, at no time did the initial plumber offer to take a model number from me and go and purchase that faucet and install it.  Instead, he told me that I was limited to whatever faucets they carry in the Roto-Rooter “warehouse”.  When  I asked him what customers do if they want a different brand/style of faucet , he had no answer for me.  Mr. [redacted] states that “there has never been a problem with the workmanship regarding the installation of the faucet”.  I’m not sure how he can be so certain of that, especially since the plumber who ultimately came in to replace the diverter and deal with the thumping noises told me he found debris under or in the filter on the central spout that had not been cleared out by the previous Roto-Rooter plumber.
 
Mr. [redacted] states that no refund is due and apparently he does not feel that any type of compensation is warranted.  I disagree.
 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
From: Devayani [redacted] <[redacted]@gmail.com> Sent: Tuesday, November 28, 2017 7:16 PM To: Customer Relations Subject: Re: ID # [redacted]- Chicagoland Builders Inc. This response is for the business. Please send to the business. We are seeking proof of work done or materials provided. This is the very least that I am requesting. At least you should provide receipts, invoices, proof of delivery, work change orders, and any documents to justify charges. I’m not saying you didn't do any demo. We will pay a fair amount for what you did. You didn’t do all of it. There was plenty of demo that still needed to be done. Did you order and deliver materials? Please provide receipts and proof of delivery.  If you are going to charge consultation fees, please send the price sheet that should have been provided to us before beginning work. Where is your cancellation policy?  If you are going to charge us $20,389 for just the work you did so far, please show how you were going to complete everything else in the contract with just the remaining $22.611. I don’t know what your point is about free estimates and project management. We’re simply asking you to show us where you are coming up with the charges you put on your invoice. Also, I did send you notice to stop working and you replied to that. I have the email. Thank you
Sincerely,
Devayani [redacted]

ID # 10674259
[redacted] NY 14221
Revdex.com
I am writing this letter in response to the complaint:
a. On 3/15/15 our estimator wrote a Water Restoration Service work order / Invoice for a category 3 sewage
backup in the customer’s basement. The...

customer signed an invoice authorizing the services to be completed.
The customer’s insurance company was contacted and a claim number was received. The customer placed a
claim with their insurance company for this service and the payment thereof.
b. On the same date, the customer signed a second document titled “Water Extraction Agreement “and the
customer’s initials acknowledging the statement: “Your initials: _____ you acknowledge that you are ultimately
responsible for paying us for our services, whether or not you have insurance”. The customer is fully aware that
may not have insurance coverage and they know that they are responsible for payment even if insurance does
not cover the loss. The restoration work has not started.
c. The next day, 3/16/15 our supervisor on site reviews all the paperwork with the customer. The customer’s
insurance company is called again. The customer is fully aware that they only have an insurance claim number
and that their insurance company has not approved the claim at this time, their adjustor must review the loss.
The customer asked our supervisor if we had financing available in case her claim is denied. She is told yes,
that we use [redacted] Financial. The customer stated verbally that she would like the work to be done. All the
proper customer authorization signatures and initials are in order so our supervisor has a work crew start the
work per the customer’s approval.
d. The job is completed on 3/19/15 and the Certification of Satisfaction document and invoice completion statement
are signed by the customer acknowledging payment is due to Roto-Rooter.
e. As a professional water restoration company, for pricing jobs we use the insurance industry software program
[redacted]. A final price is given when the work has been completed and if the claim is approved it would be
reviewed by the customer’s insurance company.
f. The customer signed and initialed numerous documents. The customer knew that she was responsible for
payment if insurance would not cover the loss. The signed paperwork was reviewed with the customer face to
face the next day prior to beginning any work. The customer asked if we had financing if her claim was declined.
The “go ahead” to proceed with the work was based on the signed work authorizations and the verbal go ahead
by the customer.
g. After we were notified that the customer’s insurance claim was denied, we negotiated with the customer a 20%
discount on the work performed.
h. We are sympathetic with the customer’s loss and negotiated with her a reduced price due. No payment has
been received on the amount due.
i. If the customer needs financing, we offer [redacted] Financial which offers several term options. Or the
customer is free to use their choice of other lending institutions.
Sincerely,
David T[redacted] Manager, Roto-Rooter Services Company

I.D. # [redacted] Revdex.com of Upstate New York Dear [redacted] I am writing this letter to recap our position regarding the Sewer cleaning work done at [redacted] Our company was called to the service...

address on October 28, 2014 for a backed up sanitary sewer. Our plumber opened the line using a sewer cleaning machine and root infiltration was found to be the cause of the problem. The work was warrantied for a period of 30 days. ? On February 17, 2015 the customer called to state that the line was backing up again. This is an extremely busy time and apparently we were able to service the customer sooner than the original estimated response time. The warranty has expired by several months but we chose to honor it. The work was done at no charge. The original service invoice which was signed by the customer clearly is marked as a 30 day warranty. ? There is a lot of accumulated snow on the ground. The customer has two cleanouts on the lawn of the house. The sewer runs out the back of the house and then wraps around to the front. Our plumber worked with the customer’s son to shovel the snow so that we could get the equipment to the cleanouts in the lawn. ? The second plumber was equipped with sewer video camera equipment and he inspected the line at no charge. The customer had stated that in the past they would clean the line themselves, but they stopped doing it. The customer also mentioned that two other plumbing companies stopped servicing the address. We advised the customer that many joints had root infiltration from the trap to the city main. Our plumber gave two quote options to the customer. The first was to try a high pressure water jetting to attempt to remove the roots. There are some broken sewer tiles but we don’t know for sure how extensive the damage because of the roots covering the joints. The second option was for a replacement of the sewer. Our plumber mentioned that in the future we would not send another sewer cable into the line because of the risk of getting our equipment caught in the pipe. ? In regard to any repair or replacement, we would not do any work without the written authorization of the owner. The payment responsibility of such a repair if they decide to have it done, is between the owner and the tenant. ? Apparently there has been some misunderstanding regarding the service. But the invoice warranty is clear. We honored an expired warranty. We were able to give service faster than the callback estimated response time. Additional work is required because the damaged piping. And the customer was given two estimates. Sincerely, [redacted] Manager, Roto-Rooter Services Company

Our company was called to the service address because the sanitary sewer was blocked and sewage was backing up into the basement. Our plumber attempted to open the sewer by cabling from a small cleanout in the basement soil stack. He was unable to open the line. The cable was stopping at what he...

believed was the house trap located outside underground. In an attempt to locate the trap and vent riser location, with the machine running, our plumber went outside , listened and could not hear his cable and cutter. At this point with the customer’s authorization, we sent a camera with a transmitter into the basement cleanout and located a point under the paved blacktop where our camera stopped. Our plumber was unable to see because the pipe was filled with sewage. At that point we charge $255.00 plus tax for a total of $277.31 A repair quote was given to excavate, remove all spoil, make a repair and bringing the fresh air inlet to grade and backfilling with fresh stone to grade. The customer decided to make the repair himself. At first he called our office and stated our location was 12 feet off. Then later he stated the location was 10 feet off. If we use his supplied photo and use the pipe as a scale, the pipe diameter would be 4.25 inches. Using that scale we were about 62 inches off or about 5 feet. We provided a service to attempt to open a sewer. We also located the area that the buried trap and vent were located. The house is on a corner so the sewer could have exited to either street.  In an effort to resolve this complaint we are willing to offer a 50 percent refund on the service. The total offer would be $138.66
Sincerely,
[redacted]
Manager, Roto-Rooter Services Company

Initial Business Response /* (1000, 5, 2014/12/23) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX xXXXXX
Contact Email: [redacted]@rrsc.com
I have personally talked with Mrs. [redacted] to discuss this situation. [redacted] will not be charged for work that was not...

completed. There was a clear miss communication on our technicians end and it will be addressed. Mrs. [redacted] should not have been charged for any services unless they were solved to satisfaction. Mrs. [redacted] account has been credited and will not be pursued for any monies owed. As a company we are always looking for feedback to help improve and I am very thankful that I was able to discuss this with [redacted].
[redacted]
General Manager
Roto-Rooter Services Company
Kansas City Divsion
Initial Consumer Rebuttal /* (3000, 8, 2014/12/24) */
Thank you so much this was resolved today. [redacted]

Initial Business Response /* (1000, 5, 2015/08/17) */
We apologize that you never received the emailed breakdown of the charges. A paper copy was mailed to [redacted] on 8-11-15.
In regards to the sink and the toilet, you signed an authorization for us to properly mitigate...

the property. We following all of the OSHA and IICRC guidelines to ensure there would not be any issues with mold or a residual odor.
We are more than happy to put the items back at no charge. However; as we stated before, putting them back in now would not be advantageous to your reconstruction as they would have to be again removed to properly install the flooring.
In regards to your vanity, it was contaminated by "Category 3" water. It had to be discarded and your claims adjuster should be coordinating its replacement with you. They should (if they have not yet) pay for its replacement for a "like kind and quality" replacement.
The paperwork is in the mail.
If you have not received it please call me directly and I will be more than happy to hand deliver it all to you.
Give me a call about the shower as well and I will be happy to care of it for you.
Please call me directly XXX-XXX-XXXX
[redacted]

Per contract our mediation clause says Lake County courthouse. My attorney suggests we follow the contract. It seems we are to far off to agree on anything. You are very nice but you just don't understand we have to make a living. Spending 2 hours on the phone to talk about saving 20 cents per tile at [redacted] costs money. We call it consulting time. To get three estimates may take 10-20 hours and travel expenses. There is a charge for that. Once you want to cancel I can't make my staff to reimburse there pay or not pay sub-contractor's or material suppliers because you made a bad investment. Sorry for your loss. If you don't accept my refund offer we are forced to go to mediation. Have a nice day. Sorry things didn't work out better. Next time get a house inspection so they can explain to you in full detail what is wrong with the house they are only about $700.

Initial Business Response /* (1000, 5, 2015/12/21) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@rrsc.com
We have made contact to customer and it was determined that the issue was due to an internal error on Roto Rooter's behalf. Mr...

[redacted] was accidently invoiced and the invoice should have gone to another location. We called Mr [redacted] and apologized and at this time all is well
Initial Consumer Rebuttal /* (2000, 7, 2015/12/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Roto Rooter's protocol is to assess the situation, quote the flat rate price for that task, the customer approves work to be done and we move forward with resolving your problem.  Clearing a main sewer line is rarely a cut and dry process, The removal of the clean out cap or toilet can...

take time in itself just to access the line, the obstruction can be a stubborn one of tree roots etc that can take hours to clear.   You stated that you thought when you agreed to and approved the $455 rate that you thought it was a "BIG" problem... A main sewer line clog IS a big problem.  Our experienced employees can sometimes clear your big problem faster than others.  That rate covered our expertise, labor, working with sewage, insurance, fuel and a 6 month grty if this problem occurs again within 6 months we will return no charge.  We thank you for choosing Roto Rooter and value your business.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
My concern was not that the pipes don't have problems, it was how I was treated. As far as the warranty goes, it was marked 30 days due to this being commercial. I called the SAME day and the woman told me it was changed to 6 mths because it was an error marking the 30 days. The snow was piled up because your company changed the date with little notice and we were unable to get it cleared that fast. Your employee was yelling at me and telling me I would pay for all damages to his machines when I'm only the tenant here. I'm not gonna keep going round and round over this. You should train your employees to treat customers better. I have a daycare business. If I treated ANYONE of my daycare parents that way I would have to close cause I'd have no kids.....

Roto Rooter arrived on site on May 25th 2016. We informed the customer that to determine an accurate price prior to an emergency service is impossible. Not knowing what is under flooring, behind walls, or an exact drying time hinders our ability to give an accurate assessment on pricing. We did...

however give the customer a "ballpark" of 4 to 6 which you can see we did fall in. We use the insurance industry pricing model that has to be downloaded prior to associating costs. (Signed off and agreed to on the contract) We bill for line items. For example; we would type in clean 200 square feet of flooring and the software would come up with the current market pricing for that labor. 
 
This claim was accepted and paid by [redacted] insurance claim number [redacted].  All of the industry standards were followed and all relevant documentation sent to the customer and the carrier.  The customer is responsible for the claim and understood everything when he signed all contracts and paperwork. (Available upon request).  
We do not negotiate pricing after the Insurance carrier has agreed to the total.The check was sent to the customer made payable for mitigation services rendered. We have been tying to collect the check and have been met with refusals. Everything was approved and the money sent to the insured. 
The customer also signed a certificate of satisfaction upon completion of the job.
 
Please let Roto Rooter know if you have any questions.

The person who answer the phone was courteous; the service was done timely and the tech, [redacted], did a great job.

We were out to the customer's home on two occasions. 3/24/14 and 3/26/14 . The sanitary sewer was mechanically cleaned with a cable machine first. It was then video inspected and found that there were still roots in the line entering from multiple joints. At that point a high pressure water jetting...

was sold to clean out more of the roots. The customer's pipe is 6" clay tile. There are joints every 2 feet. Roots have grown into the joints in multiple areas. The largest cleanout is 4" in diameter for a 6' diameter pipe. Cabling a 6" line with 4" blade doesn't remove all the roots. Jetting removed more of the roots, but depending on the diameter of the roots, you can't get all the roots out either. The customer's expectation was higher than reality in regard to how clean we can clear a pipe. The line is open and flowing. A [redacted] foaming root treatment was applied to the sewer. The treatment doesn't dissolve the roots but it kills the roots in the pipe. We offered to return with our water jet to try to clean out more of the roots. We explained that one of our jets was in for repair and couldn't get back that day. In an effort to resolve this issue, the customer was initially offered a refund half of what he paid for jetting, $240.31 on 3/27/14. Then the remainder was agreed to be refunding on 4/11/14. This amount would be the total refund requested by the homeowner. $480.62. The customer should already have received the first check and should receive the second within 1 0 business days.
Sincerely,
[redacted]
Manager, Rotc-Rooter Services Company

I am writing this letter regarding the sanitary sewer lateral repair done at 425 North Avenue, North Tonawanda NY. ? Our company was called to this address because the sanitary sewer lateral for this home was blocked and we made an attempt to open the line. We identified that the house trap located...

in the front lawn of this home was broken. All water from interior sinks, tubs and toilets drains through this trap and because of the break it was stopping the water flow. The customer was given an estimate for a spot repair and it was accepted. In our contract documentation it is made clear that once we excavate at the area of repair that we will camera the rest of the line and may give an additional estimate if we see a need. ? The trap was excavated and as soon as the broken trap was removed the water that was backed up began to flow. During that time a camera was put into the sewer and the customer was shown on a monitor that roots were infiltrating a section back toward the house, options were given which included periodic sewer cleanings. The customer made the decision to replace that section also. The repair was made and the connection at both ends of the repair to solid existing pipe. This was not a total line replacement but a spot repair ? The information online indicates the customer’s home was built in 1941. The piping we identified that used for this home’s sewer is called Orangeburg pipe. Orangeburg piping is a bituminous fiber piping made from asphalt impregnated layers of wood pulp and pitch pressed together – essentially tar paper. This piping has a life expectancy of about 50 years. It deteriorates over time. During the repair we cleaned the line and video inspected it. At that point the sewer was flowing and we did not see any indication of any additional problems. ? Several weeks later we received a call that the sewer was backed up again. During the service call our cable went out of the pipe into mud and clay. At that point we gave an estimate to re-route the sewer from the soil stack at the back of the house to the replaced section at the front of the home. The Orangeburg piping needed to be replaced because it was deteriorating and at the end of its service life. The customer at this point chose to use another company. ? In conclusion, we did everything as per our contract with the customer and our work was inspected by the City of North Tonawanda. We cleaned and inspected the piping for proper flow before we left. The existing piping is compressed fibers in layers with a service life that apparently has ended. It was impossible to know the remaining thickness of the layers for the entire piping length. We did a spot repair and not a total replacement. We have licensed plumbers with professional equipment and there was not any negligence on our part. The pipes were draining properly when we left during the initial repair. Hindsight, more of the old piping needed to be replaced. ? In an effort to bring this to a conclusion and as good will measure, we are willing to offer a refund of $950.00 Sincerely, [redacted] Manager, Roto-Rooter Services Company

I have talked with this customer prior to him filing a Revdex.com complaint. I was actually quite surprised that this became complaint because he had stated to me that he wasn’t looking for a refund. He said he wanted to let me know about his...

service experience. We were called to this address because sewage and water was backing up into the house. Our plumber diagnosed the plumbing problem and gave free estimate to mechanically clean the sanitary sewer lateral from a 4” floor drain in the basement floor. The floor drain ties into the sewer and he attempted to open the line from this point. The customer was unaware of any exterior cleanouts and there was not a cleanout at the base of the soil stack. Our plumber did spend hours in an attempt to open the sewer from the 4” drain. He was pulling out roots. Another one of our plumbers was called in with a camera and locator. The customer was advised on location that we would have to pull the toilet to access the sewer and that there would be an additional charge to do this. We were able to send a camera through the toilet flange and use a transmitter and receiver to locate a buried vent (fresh air inlet) in the front lawn. Our plumbers hand dug in the front lawn and exposed the vent that was 3 to 4 inches below grade between the sidewalk and curb. We were able to now properly clean the sewer from the vent. We then reset the toilet with a new wax gasket and water supply. The additional price charged was $31.31.  This was for the additional labor and parts of pulling and resetting a toilet. The labor and equipment to locate and expose the buried vent in the front lawn. The original quote was to clean the sewer from the available access point. The final job involved more work, additional equipment and parts to be completed. The customer was advised. I am sorry that the customer feels that the price of the additional work and parts is “ridiculous”. We will not be refunding the additional price of $31.31.   Sincerely, [redacted]

RotoRooter were the only ones available immediately for a home service call. The dispatch operator indicated that there was a service person in the neighborhood and would be there very soon. An hour later he appeared.

The work was to cable to the main line since it was clogged and raw sewage was flooding the basement. When presented with our situation he said it would cost $200 plus $25 for each additional 15 minutes. I indicated that that was twice the price of their competitors. I had on hand the invoices from the service I generally use ([redacted]). That did not matter.

They don't provide superior service to warrant their inflated price. The dispatch refuses to provide estimates over the phone since its up to the service person to charge you what they think you are willing to pay.

If it weren't for an emergency and others unable to come in because of a flood of calls, I would never have used RotoRooter. Stay away from this outfit. Call your local plumber instead.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am very disappointed by this response from Roto-Rooter. Roto-Rooter indicates that the faucet was working properly after the replacement part was installed. I have no recollection of their plumber testing the faucets at different speeds or testing to be sure the sprayer was functioning properly. As it stands, I do not see how they can be positive that the problem is with the faucet, a brand they admitted to using themselves, and is not with the installation. I think they are blaming the faucet because, through a technicality stemming from their inability to produce the faucet I requested, the faucet I was forced to purchase myself is not covered under their warranty. They have stated that their installation is still under warranty. However, their insistence that the problem is with the faucet and not with the installation renders their warranty worthless.  (How convenient for them).
 
I am very disappointed in Roto-Rooter and will be sure to pass on the word about how I am being treated by that organization.  Given that I work in an organization of around 3000 employees, not counting my own friends and acquaintances, that's a lot of poetential bad publicity.    If Roto-Rooter is a member of Revdex.com, as I believe it is, I hope the Revdex.com reconsiders whether it wants to extend membership to a company that treats its customers so poorly.
 
Sincerely,
[redacted]

I will never let Roto Rooter come near any repairs or service. I had a technician come and give me an estimate on a hot water heater repair. He quoted my just over $450 for the repair (approximately $120 for the part and $330 labor). Or he said I could just replace the unit. I told him no thank you. I tracked down the part, $43.49 from Sears. I replaced the part myself, and I am not a handy person. The repair took me about 30 minutes to complete. When purchasing the part I took a look at a new unit, a unit the same size was $380. I called the service center to let them know I did not appreciate the price quote and that I felt they were trying to gouge me on the price in order to force me in to buying a new unit from them. After 3 transfers and a call back, I talked to a Master Plumber who then spent 20 min attempting to justify the cost in their quote and even hinted that it could have cost more than the original quote once they started the work.

Our General Manager along with the head technician for this work went out to the customer's home to explain pricing after General Manager spoke with Mrs. [redacted] on the phone to review pricing again and work that was completed. We reviewed with the customer that any and all pricing and scope of work...

was reviewed with the customer explaining beforehand and we received approval for both steps of work and invoice was signed to show approval. After speaking with the customer, our company offered a $500 discount along with the tax with that amount totaling $540 which we have already refunded to the customer.