Roto-Rooter Plumbing & Drain Services

We have spoken with Mrs. [redacted] regarding the bill multiple...

times and have explained to her that the work completed was discussed in detail prior to the start date and we were given an approval for this work with all pricing of what it would cost detailed. An adjustement was needed due to more issues with their lines in the home that was not discovered until initial work was started. When this was found, a camera inspection was done in the presence of both Mr. and Mrs.[redacted] to show this line would need repair as well, we were given approval for this adjustment and the work was completed. We have, in fact, been told by Mrs. [redacted] that the work is not something she is disputing, just the price. Mrs. [redacted] contacted our Home Office and deliberated the issue with our Customer Service Dept as well and we came to the result of refunding the $500 plus tax as a courtesy her Mr. and Mrs. [redacted]. As to not getting approval from the homeowner, when the request for service was called into our office, we were not given specific instructions to speak with any one individual in the home, in fact, I do not believe that Mrs. [redacted] was in the home for the initial visit and again we were not told that solely she can approve any and all work. In regards to the additional repair, I have been informed by my technician that she was in his presence for the second camera inspection to show the additional work needed and gave him approval for it, along with Mr. [redacted]. We will not be refunding anything else as we have already given $500.

Initial Business Response /* (1000, 8, 2015/01/30) */
Contact Name and Title: [redacted] Restoration Ma
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@rrsc.com
Roto Rooter met [redacted] and assessed the damages in her property. After the initial investigation we filed a claim...

with [redacted]'s assistance in order to have her insurance company cover the damages. Her insurance company summarily agreed to pay for all damages. The pricing was agreed to by both Roto Rooter and [redacted]'s insurance company. We billed the insurance company directly and after their inspection 3 days after the work was performed, the insurance company agreed that all work had been satisfactorily completed. They paid the bill in full and made the check out to Roto Rooter and [redacted]. When [redacted] received the check 3 weeks later the negotiations began. Roto Rooter visited [redacted] on 2 separate occassions afterwards in order to explain the charges. And in both instances she was satisfied when Roto Rooter left. After 2 months of negotiating we agreed to reduce the bill by $1,000 dollars to ensure that [redacted] would have ZERO out of pocket expense on the claim. She was still not satisfied. Roto Rooter called [redacted]'s insurance company just to be sure they were satisfied with all services performed and again they agreed. That is why they paid the bill. The complaints did not start until [redacted] had the check in hand. Then the negotiations started.
We tried on several occassions to get the insurance company to come out and mediate the situation but they said they closed the file and paid because they were satisfied with the work performed following the industry standards.
Initial Consumer Rebuttal /* (3000, 15, 2015/02/25) */
See Attached
Final Consumer Response /* (3000, 24, 2015/04/14) */
Response of March 4, 2015 letter.
In enclosed is a copy from [redacted] stating that adjuster [redacted] did not walk through with [redacted] what is going to happen now, showing that [redacted] is not telling the truth, what is it going to take?? to get to the truth,
I am a senior on fix income. Hope we can get something done now again [redacted] is not telling the truth.
Thanks again,
[redacted]
Final Business Response /* (4000, 26, 2015/04/14) */
[redacted] was the assigned field adjuster. It was her job to inspect the property, not to negotiate the funds. After her inspection the claim was taken by the desk adjuster [redacted] who agreed with the invoice based on the documentation provided by both [redacted] and Roto Rooter. It should have read that [redacted] paid the bill and not [redacted].
It nowhere says in the letter that [redacted] did not walk the project with Roto Rooter. It simply says that the claim was reassigned to another adjuster following her walk through. It specifically DOES SAY that she walked the job on 9-7-14. It then says that she did not have our bill in hand. We still walked through with her and showed her the scope of work. And she agreed with the scope based on the industry standards. The notes pertaining to this letter from [redacted] written by the policy holder are misleading.
As previously discussed, this claim was approved following a field inspection by [redacted]'s licensed claims adjuster [redacted]. We walked the property together and showed her the scope of the damage and the action plan taken to mitigate the damages. She was summarily satisfied and [redacted] paid for the mitigation work in full based on the photos, moisture readings, and all other required documentation to process the claim. The price was agreed to between Roto Rooter and [redacted].
The check was made payable to both [redacted] and Roto Rooter in the expectation that she would simply endorse the check and sign it over to Roto Rooter for the work that was performed. Once [redacted] had the check in hand is when she started to try and negotiate a price with Roto Rooter. The price is considered non-negotiable after the insurance agrees with the invoice and pays the bill.
[redacted] would not release the funds until Roto Rooter sent her a final collection letter before a lien was put on the property. [redacted] paid the invoice with the check given to her by her insurance carrier.
She was still dissatisfied and sent complaints to Roto Rooter's corporate office. In an attempt to appease the customer Roto Rooter refunded her $1,000.00. She was briefly satisfied and then started to complain again.
Roto Rooter has made several attempts to get the field adjuster back on site to do another walkthrough to justify the invoice. [redacted]'s response was that they were fully satisfied with the claim and the documentation and their file was closed and considered satisfied. The adjuster was happy with the work performed and paid the invoice in full. Roto Rooter has also welcomed [redacted] to contact the adjuster in an attempt to re-walk the claim. [redacted]'s response again was the same. [redacted] is satisfied and the claim is closed.
If [redacted] however did have an issue with the invoice the money would go back to [redacted] and not [redacted] as [redacted] paid the bill. She still has zero out of pocket expense for the mitigation work performed by Roto Rooter.

Initial Business Response /* (1000, 5, 2016/01/25) */
During the recent flooding we understand that many people were in duress. As a large company we take these situations very seriously and follow certain protocols to ensure these jobs are handled correctly.
Roto Rooter did arrive at the...

property on January 2nd, 2016. Upon speaking with the customer we were asked to inspect the damages caused by the sewage intrusion. One of Roto Rooter's managers walked through the property with the property owner and discussed the scope of work that could be seen at the time. (These jobs are considered emergency services) (Unknown what is under flooring or behind walls without starting the job) After this walkthrough and discussion the property owner was provided with two separate contracts, both explaining the situation and the conditions of the contract. (As can be seen by the multiple signatures and initials on the paperwork. (Provided) The contracts are very clear in explaining that the property owner is ultimately responsible for the payment, however Roto Rooter would attempt to bill the Insurance company for as much as possible to help the property owner. These conditions were understood at the time of service and the conditions even written into page 1 of the contract.
Also initialed and signed on page 5 of the Water Extraction Agreement it says "You acknowledge that you are ultimately responsible for paying us for the Services, whether or not you have insurance, and you acknowledge your waiver of cancellation rights in paragraph 8." This was filled out and signed by the property owner.
We honored our agreement and invoiced the insurance company with the information that was provided to us by the property owner. (Insurance company, claim number etc...) Despite there being a problem with the limited coverage purchased by the property owner, the insurance carrier saw no problems with the invoice provided. We have invoiced the customer according to industry standard pricing. (Xactimate)
The line items are accurate and follow the ANSI sewage restoration guidelines in the IICRC S500. (Industry standard for sewer losses)
We performed the emergency services as outlined in our contract and Water Extraction Agreement and provided an accurate invoice for services rendered.
All documentation can be provided at request. Pictures, moisture logs, equipment logs, scope sheets, contract, water extraction agreement.

Our company was called to the service address on Sunday May 4 2014 Our plumber was asked by the customer to replace the kitchen sink faucet. He asked her various questions regarding the desired features and look of a faucet she would like to have installed. Our plumber went to a supplier and...

purchased a [redacted] Faucet. The customer didn’t like the style. At that point after some discussion it was agreed upon that it might be best for the customer to purchase the faucet herself, and then we would return and install the faucet she purchased. It was explained that our warranty would just be on the faucet installation only, not the faucet itself. The terms were agreed upon. We did not charge for the service call and we returned the faucet we purchased. The customer called our office the same day and complained about her service experience. Our manager decided that in an effort to satisfy the customer we would install the customer purchased faucet at a discounted rate. The customer later called us when the faucet was purchased. We installed it at the discounted price, as we had agreed. A few days later we received a call from the customer because she stated that when she used the sprayer, the faucet would make a thumping noise. She was encouraged to call the [redacted] customer service line and talk to them about the noise, which she did. We agreed to install the free replacement parts at no charge even though our warranty was only on the installation workmanship, not the faucet the customer purchased. The parts were installed, and the faucet worked properly when we left.
A few days later we received another call from the customer who then stated the faucet was making a noise. At that point I called the customer and left a voice mail message suggesting that she call [redacted] Faucet Rep back. And if they decided to replace the faucet or send more parts we would have to charge $120 plus tax for the labor. Once again clarifying that only the installation workmanship was under warranty, not the customer purchased faucet. The customer called me back and berated our employees as well as stating that I had the audacity to want to charge her more. I apologized that we were unable to meet her expectations. So at that point I suggested that at this point, it might be better for her to call another company to take care of the faucet problem.
Every customer is different. Some don’t care what the faucet looks like as long as it is functional and of good quality. Some give us their desired features and we purchase. Some shop around and give us a model number they would like and we buy and install it. Some customers buy their own faucet and we install. Our warranty was made clear to the customer. There has never been a problem with the workmanship regarding the installation of the faucet. That is all that is under warranty. We did additional work at no charge. It is unfortunate that the faucet is giving the customer problems. We are not offering a refund as was requested because none is due.
Sincerely,
[redacted]
Manager, Roto-Rooter Services Company

I am writing this letter as a follow-up response.
Our plumber went to a supplier and not our warehouse and purchased a [redacted] Faucet.
 
At that point after some discussion it was agreed upon that it might be best for the customer to purchase the faucet herself, and then we would return and install the faucet she purchased. This was done after the customer talked to our General Manager at a discounted rate.
It was explained that our warranty would just be on the faucet installation only, not the faucet itself.
There were never any problems with the faucet installation, but the customers purchased faucet itself.
We agreed to install the free replacement parts at no charge even though our warranty was only on the installation workmanship, not the faucet the customer purchased. The parts were installed, and the faucet worked properly when we left.
The customer has a warranty from Roto-Rooter on the installation of the faucet. If another plumber installs any additional parts from the manufacturer, the warranty on our installation will still be in force. If the manufacturer sends her a replacement faucet, which at this point I recommend she ask for, the company that installs that faucet would be responsible for their workmanship on the installation and our warranty would no longer be in effect.
It is unfortunate that the faucet is giving the customer problems. We are not offering a refund as was requested because none is due.
Sincerely,
[redacted]
Manager, Roto-Rooter Services Company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

  I have copy of bills under my name and im not home insurance owner. They write whatever they want be facts are facts.. allstate has not acknowledge that they paid for any rotor rooter work. I still have double wood block that they left middle of my driveway. Who goin have pictures of their company at one it worst moment.. I dont know if send copy of invoice rotor rooter put under my name is can certainly send it again 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: First I disagree with the flat rate, if they quoted a minimum price of $455.00 , I would have called someone else. In addition the main line remained clogged and I had to call another service to clear my line. Roto-rooter was not successful in the remedy of my problem.
Sincerely,
[redacted]

Hello, I understand you are in need of a phone number and address for Roto Rooter.Phone number: [redacted]Roto-rooter60 Dott AveAlbany, NY 12205Please let me know if I can assist with any additional information.Thank you,[redacted]

We video every one of our Sewer Lines and have multiple signatures authorizing any work we do. In this case there is a video and there was an obstruction in the pipe we could not get the snake or the camera past the spot to clear the...

line, at this point we explained to the customer the issue and gave her the option to excavate and replace a 10 ft section of piping which she signed off on and agreed. She states she had another plumber come out after we were done and told her she didn't need to have the work  we provided done? I don't know how he could say this after the work is done the only pipe he would be looking at is the new piping. This customer was very verbally abusive when we went back with the plumbing inspector and said some things to one of my technicians that were not appropriate. As far at putting something in her line that did not happen, we have been in business since 1935 and have always have done our best to do the right thing, we always give the customer options and explain exactly what needs to be done. In this case we did what needed to be done and we are not a fault, she agreed to everything and we have all contracts signed and dated even a completion signature stating she was satisfied with the work. We gave her the option to replace the entire line due to the type of piping which is called Orange berg and it's basically compressed tar paper it states that problems may still occur due to the whole line not being replaced and she declined to have anymore of the line replaced. She would not allow us on the property so the plumbing inspector could inspect and now we are going to face a fine if this job is not inspected.
Thanks
[redacted]
General Manager
Roto Rooter Services Company

Complaint: [redacted]
I am rejecting this response because:
There was no communication of discount during any of the multiple phone calls. There was no indication of a discount on the invoice. We will not accept a response unless there is further discount on the price that was given at the time of service. 
Sincerely,
[redacted]

contacting customer to re camera inspect sewer line if in fact there are no issues with the line we will determine refund for customer

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.The company has done nothing to resolve this. The manager that called and talked to me is not the same person that claimed to call me. Roto-rooter is and remains a rip-off. They offereded to come and charge me me $244.00 for the same rip off they pulled before. I want a refund and they have offered none!Thank you,[redacted]

My complaint is the surprising cost to have a service call from Roto-Rooter. We had a kitchen drain clogged. My wife called and they came out. The drain was snaked and she asked that since they were there, could they snake the bathroom drain as well. She estimated they were there less than an hour. The invoice is for $550.00, with a discount of $157.00. The total invoice is then $451.98. I was shocked by the amount. I believe I could have had the pipes removed and new ones installed for that amount. Lesson Learned - Never use them.

Review: Toilet repair was performed on 6/24/16. The repair was inspected by me prior to rendering payment and the technician leaving. The toilet was found to be in normal working order. On or about the next day, 6/25/16, the toilet began to "run," emit a high-pitched squeal, and not flush appropriately. I located the customer agreement, which details in the fine print on how to handle and resolve a warranty issue. It states to contact the local office, which I did by dialing the local number, and not the "800" number. Three voice mail messages were left by me on three consecutive days on "Mike's" voice mail. Listening to the automated greeting, I selected Option 3 for consumer concerns and complaints, which lead to "Mike's" voice mail. After waiting 4 days for a return call, I finally called the 800 number listed and stated I would like a refund, which it states I am entitled to in the fine print, due to dissatisfaction, poor craftsmanship, and lack of a return call. I was immediately placed in touch with the local office and greeted with an attitdue. All the while, "KC" told me I had the attitude, that if I wanted her to consider issuing me a refund, I would "drop my attitude," because she is the one that "controls all the money." I was also reminded that all calls are recorded. After trying to fully answer her questions, and repeatedly being talked over, "KC" hung up on me. If calls are recorded, I am encouraged by this, because I had a calm, cool, and pleasant demeanor the entire time.Desired Settlement: Refund in full, without delay, as stated in the fine print. Better training for "KC" to understand what exactly customer service is and what the appropriate manner and tone for dealing with customers. Better training for the plumbers so they do not create additional or recurring problems after installation/repairs are made to avoid poor craftsmanship in the future. Hopefully "KC" will understand what a successful business model is someday and chose not to yell at customers, hoping they will just go away.

Business

Response:

It is very disppiointing to here the difficulty that [redacted] encured while attemting to get his problems resolved with his service. we have a complaint from [redacted] in our service issue system we have attempted to reach [redacted] over multiple days with no answer to discuss his issues and concerns with his service. The manager you left messages with was out of town for two weeks. Unfortunatly our call forward system did not forward phone calls to this extension to the manager selected. I apoligize for any inconvenience please return our phone calls to correct the issue you are having. Please call Eric at ###-###-#### to resolve your concerns Thanks

Consumer

Response:

Made contact with the business and a refund was issued. This has been resolved. Thank you.

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

Roto Rooter Water restoration billed me for equipment and services that were not provided or performed.On June 22 I contacted Roto Rooter Plumbers because a shower was leaking into the crawl space. The pipe was dripping under the house such that the wood subfloor was wet in an isolated area and there was a small puddle on the vapor barrier of the crawl space floor. The plumber suggested water restoration to prevent moisture damage in the crawl space. The plumbing issue was repaired with no complaints. After the Roto Rooter Water Restoration team evaluated the situation, they provided the following work order which I signed to authorize: remove insulation, vapor barrier, extract, spray antimicrobial, place drying equipment. This work order did not include a price estimate or any quantities or estimates of time or equipment needed. After the work was completed Roto Rooter Water Restoration sent me an itemized invoice that included some work that was exaggerated and some that was not done at all. The following item was not done at all: -#10 replace 800 SF section of vapor barrier. cost = $232.28. The original vapor barrier is still in place. I have photo evidence. You can still see the outline of the dried up puddle.These items were grossly exaggerated:-#5 haul debris-per pick up truck load, including dump fees. cost = $113.67. The "debris" was only one 9x2 ft piece of wet insulation.-#8 Pumping & hauling of standing water. 205 Gallons. cost = $129.63 The extracted water was one small, shallow puddle (of which there is photo evidence) approximately 18 inches x 18 inches and 1/4 inch deep, certainly no more than one gallon of water. -#9 Tear out and bag wet insulation. $50 Sq Ft. cost = $82. Again, the insulation was one piece of 9x2 ft insulation. On ~June 30 I called the estimator ([redacted] to explain my concerns and she agreed to investigate and get back to me. She did not call me back and instead sent an updated invoice. The only adjustment was to #8 where she adjusted it to 40 Gallons at a new cost of $25. She did not adjust any of the other items.I called her and left a message explaining that I still had several concerns, notably items 5, 8, 9, and 10. I never received a call back.A few days later I called the General Manager [redacted]). I gave him a general outline of the issues. He said he would have [redacted] call me back before noon that day. After 3 days [redacted] had still never called. In late July I attempted to call [redacted] and even a few other names in their directory and no one ever answered. I did not leave messages.I feel that the invoice should be reduced to delete item #10,reduce #5 to a minimum or eliminate it, reduce #8 to 1 Gallon, and reduce #9 to 18 Sq Ft.Desired SettlementI feel that the invoice should be updated to delete items #5 and 10,reduce #8 to 1 Gallon, and reduce #9 to 18 Sq Ft.Business Response We reached out to Ms [redacted] this morning and addresses her concerns. The invoice is now paid.[redacted]Consumer Response Roto Rooter promptly responded to my complaint and resolved all concerns.

Company did not complete work, but sent bill for services not rendered.In October, my daughter called Roto Rooter to come out to fix a leak. During that process, the service tech noticed a major leak that damaged the wood and insulation under the house. That tech called his Water Restoration Department and spoke with [redacted], the manager. [redacted] contacted me that same day and scheduled his team to come out two-days later. The team came out and explained what they could do to service us, which included putting down equipment to dry the area then replacing the insulation and spraying the wood with a chemical. We assumed that insurance would cover this, however, we found out the next day that they would not due to a high deductible. I had my daughter contact Roto Rooter and speak with not only [redacted], but also [redacted]. They were supposed to get back with me on price, since the homeowners insurance would not be paying for the service. I wanted to find out what the cost would be prior to going forward. At this time, only the drying equipment was on my property. I also told them that if the price was too high, I needed them to get me a price quickly and if so, they needed to come get the equipment. I never received a return call. I called [redacted] again and left a message on another day and did not get a return call. After a little over a week of having the equipment at my home and no contact back from the company, I had my daughter call the NJ number. This dispatch department said they would have [redacted] call us back, which he did about a day or two later. My daughter told him that the equipment was still at our home and when where they going to pick it up and give us a price as requested in the initial conversation. He said someone would be out to pick up the equipment the next day, which did not happen. Finally, a few days later, the equipment was gone and no one contacted us about a bill or service being completed. We were not at home at the time they came and got the equipment. A few days later, we received a bill in the mail for $1537.00 for services rendered and I had my daughter call to inquire about this bill and the services said to have occurred. We left a message for the General Manager. No response. We called back and my daughter spoke to [redacted] once again. The last call to [redacted] was on November 2, 2015. He said that he would check with [redacted] to see if the services were in fact completed and get back to her. Well it's now November 12, 2015 and we have not heard back from anyone at Roto Rooter. In addition, the bill dated October 27, 2015 has a bold wording that states past due. I don't understand how work, unperformed, has a bill as no one was home to have or see that any work was completed when our property was entered when no one was home. There can be no past due bill when we never discussed price also.Desired SettlementWe want this bill completely zeroed out.Business Response /[redacted]/We first would like to say we are sorry for leaving the drying equipment extra days but the good news is we didn't charge for any time past the normal three day drying period. We are very thankful to have serviced you and hope this matter can be resolved to your satisfaction.Before the job was started we had the customer sign several documents that we will provide to the Revdex.com if requested. The initial one explains the job summary and did not include a price as this is not done until we remove any affected wet items and place all drying equipment needed. After the job was already underway the homeowner let us know they were not covered by their insurance carrier in this matter. On our extraction agreement it clearly notes that the homeowner will be responsible for any work performed and or payment not covered by insurance and is signed and initialed by the customer.We deeply regret your water loss and lack of insurance coverage. We will be willing to take off 15% to help with the inconvenience of leaving the equipment extra time but will expect the customer to pay the balance owed. Best regards,[redacted] GM

Review: I will start with background information. Roto Rooter came to my house for plumbing and water restoration services. The water restoration services that were performed lasted less than 45 minutes. Rodney arrived at my house and said "Oh, this will be quick." Rodney and 2 other people arrived at my house on Wed. at approximately 3:15 PM. They opened the ceiling and "cleaned up" - although there was drywall still on my counter, floor and in my sink after they left. They set up their fan and dehumidifier and were gone prior to 4 PM. They came back and picked up their fan and dehumidifier on Friday, which only took a couple of minutes.

Roto Rooter apparently is having a 3rd party do the billing, which I was not told on the several occasions that I called and spoke with Jeff R[redacted] or Diane to tell them that they needed to bill me because my home owner's insurance company was going to cut a check to me so that I could pay the bill. Today, my insurance adjustor, [redacted] called to tell me that he spoke with the 3rd party biller and that they are trying to bill me for 4 hours of work and an extra $100 for the 3rd party billing. There was not 4 hours of work done and they are the ones who decided to use a 3rd party biller, not me. If they want to contract a 3rd party, they should pay them, not me. I was told that the amount agreed upon with the insurance company was $1,034. On top of the $250 I already paid, they are trying to bill me for over $1300 more for a total over $1,600. I do not even have an invoice because no one bothered to bill me even though I had asked them to. A quote was never actually given prior to the work because they said they could not estimate how much of the ceiling would need to be opened. Because of all this, my disputed amount on the next page is estimated.Desired Settlement: My bill should be a total of $1,034 minus the $250 I already paid. This would be $684.

Business

Response:

We have spoken to Mrs [redacted] and credited her account for the diffrences her insuruance company would not cover under her insuruance policy. We understand the confusion that takes place during these negotations between the home owner and Roto Rooter then our office and the home owners insuruance company. Thank you for your patience and allowing us to resolve your concerns.

Consumer

Response:

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

April 4,2016 Roto-Rooter caused damage to hardwood floor during service call.On April 4, 2016 Roto_Rooter caused damage to my hardwood floors. I have made several attempts to contact [redacted] @ Roto-Rooter in response to the damages. On May 10,2016 I sent [redacted] an email and he responded that he would be here on 5/13/2016 @ 10am which he never showed or called to say he wasn't going to make it.Desired SettlementI would like for Roto-Rooter to repair hardwood floors.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXX X XXXXXContact Email: [redacted]@rrsc.comGood afternoon, First we would like to say we are very sorry for the situation that caused you to submit the Revdex.com complaint and want to resolve this matter to your satifaction. We received word from the customer about the floor right after the service call on 4/04 and [redacted] reached out to her to go and review the damages. They agreed on 5/13 and [redacted] went out and the customer wasn't home. [redacted] made another appointment on 5/18 and he missed the appointment. On 5/20 he went out and viewed the suspected damages by our tech. The hardwood had scratches near where we worked and they were long and 7-8 inches apart. It was determined by measuring the runners it couldn't have caused the damage, because the width of the scratches didn't match up to the width of our drain machine. Our tech that worked here took measures to cover the floor to keep from any damage occuring. It was also apparent that the existing hardwoods had various scratches through-out. We certainly want to take responsibilty for any damages that we cause or even if it's questionable. We want to resolve this matter as fair for both the customer and our our company. Even though we determined we didn't cause any damage we would like to offer a refund of the entire cost of the job performed at your home back on 4/04/16.Best regards,[redacted] GMMore Info Received From The BusinessWe want to assure you that we are very sorry for this situation and will always try and resolve any unsatisfactory experience as promptly and professionally as possible. We provided drain cleaning service on 4/04/16 as specified by Ms [redacted]. I spoke to our customer Ms [redacted] this morning and we have agreed to pay for the repairs on her hardwood floor by refunding the $527.71 she originally paid plus the $77.20 difference, so a total of $605.00. She has included the estimate of 605.00 which I will attach. Ms [redacted] was satisfied with the arrangement and plans to get her floors repaired.Best regards,[redacted]

Had a new sewer line installed in 2014 by rotor rooter at my rental house. Approximately 90 feet of clay pipe to be changed out with pvc, complete new line from house to street. Since then my tenants have complained about the downstairs toilet not draining properly. I pulled the toilet off 4 times and snaked it myself, a temp fix. Even bought a new toilet thinking that might work. Finally called rotor rooter back out to snake that line and was told by the tech that he couldn't snake the line and that I may have a broken pipe. He was going to charge me $400 to pull the tank and snake the line. Didn't pay that. Decided to dig the line up myself, by hand, to evaluate the problem. Two problems I found. 1st rotor rooter never changed 8' of clay pipe to pvc. They left the clay pipe and ferncoed it to the new line. 2nd I found my downstairs toilet sewer line was not even connected to the new sewer line. It was laying 8" away from it. Don't know why they didn't connect it. It would have been an easy connect. When I called they had someone come the next day and make the repairs. Buried it before I could see what they did. When they left, they didn't even connect my downstairs toilet to make sure it was operating properly. Asked for some compensation for my effort in finding the problem and they blew me off. Very bad experience and I will not recommend them nor will I use them again.

Company installed a toilet incorrectly which led to water leaking form upstairs floor through to ceiling of first floor and fell in. Emailing and callIn October 28, 2015. Company installed a toilet incorrectly which led to water leaking from upstairs floor through to ceiling of first floor and fell in form the water weight. Several staff members came to fix toilet and photograph water damages through bathroom and downstairs living area. water litigation team came in for 1 week. We have been awaiting the repairs to bathroom and ceiling after manager came to see site since Feb 2016. Emailing and calling for months for repairs to be done. Ceiling still open, floors, cabinets still water damaged. 3 estimates provided, photos as requested. File sent to [redacted] for adjuster [redacted]. I left messages and called. She will not respond. meanwhile, children, pets self are in home with ceiling open and damages still waiting. Please help us get our home repaired. [redacted] roto rooter manager has visited site and accepts responsibility to fix home. I have been a loyal customer of this company for plumbing needs. Please help our family get this resolved.Desired SettlementI am seeking the funds requested per estimates to get our bathroom, living room ceiling fixed and replaced and ensure no harmful mold to my children, pets and myself as soon as possible. We have been patiently waiting, cooperating and submitting any documents requested per company and insurance company. Please help us to get [redacted] to respond and provide funds for us to resolve this matter. Claim number XXXXXXXXXXXXXXX. Contact # XXX-XXX-XXXX Adjuster [redacted] Incident 10/2015Business Response We are very aware of this issue and turned over this to our insurance company to handle. We cannot make any statments as to the position of the claim as the insurance company will determine the next steps and deal directly with the customer. I wish we could be more helpful and also be able to provide more information. I will reach out the insrance company and make them aware of this complaint. Best regards,[redacted] GMConsumer Response I have contacted insurance company and left messages. I have yet to receive any response from adjuster [redacted]. Final Business Response This case has been turned over to our insurance company. The insurance company will investigate and follow guidelines set forth and regulated by the insurance commission. We want this matter to be resolved satisfactory and as speedy as possible.