Roto-Rooter Plumbing & Drain Services

Service Technician did not properly repair a leak on the outside of home. Several months later this resulted in mold and damaged floors in home.Date and Description of Events1/24/2014 Roto-Rooter Technician [redacted] came to the house to fix leak on the outside of home. Customer paid $165 for services performed.5/9/2014 Customer noticed mold/mildew and damage to hardwood flooring in bathroom and called Roto-Rooter for assistance. 5/10/2014 Technician came out and stopped a leak from the outside and stated the original issue from January was not properly fixed.5/10/2014 Manager contacted customer after technician left and stated he would be handling every thing and would be coming out to assess the damages on Monday (5/12/14) morning by 8am.5/12/2014 General Manager contacted customer and stated Manager was ill and would not be coming out to do assessment and he would be sending out one of his technicians out to assess the issues.5/12/2014 Technician came to customer's residence to assess issues and resolved the leak and replaced the fixture that was improperly installed by original Technician [redacted] Technician also stated General Manager would contact customer the following business day regarding next steps.5/13/2014 General Manager contacted customer and confirmed the issues/damages caused by the original Technician and stated "Roto-Rooter did not do the actual work required to fix the damages". Customer inquired about the next steps in the process and Mr. [redacted] stated the customer would need to contact an outside contractor to assess the damage and provide estimates back to him for payment. 5/13/2014 Customer contacted outside contractor [redacted] of Durham for assessment. Contractor came to customer residence to conduct original assessment of damages.5/14/2014 [redacted] sent initial assessment to General Manager of Roto-Rooter and the removal of damage flooring and mold/mildew was approved.5/15/2014 [redacted] removed flooring and mold/mildew caused by original Technician's errors. [redacted] installed two air movers and one conventional dehumidifier in bathroom to remove the moisture caused by the original Technician's errors.5/16/2014 Equipment remained in customer's home (utilizing customer's electricity). Also [redacted] came to customer's home to check equipment and moisture levels, and to assess the repair necessary to bring the customer's home back to it's original state.5/17/2014 Equipment remained in customer's home (utilizing customer's electricity).5/18/2014 Equipment remained in customer's home (utilizing customer's electricity).5/19/2014 Equipment removed from customer's home and estimate for repairs sent to General Manager of Roto-Rooter for approval.5/19/2014 General Manager contacted customer to schedule an in home assessment due to the estimate received by [redacted] Customer stated they would be available between 5:30-6pm tomorrow (5/20/2014). Manager stated he was not paying for damages, as estimate was astronomical per Manager. He stated he would contact customer tomorrow afternoon to confirm his availability.5/19/2014 Customer emailed Corporate Customer Service Manager for Roto-Rooter and General Manager to inform them of the state of the repairs and ask about next steps in process.5/20/2014 General Manager assessed damaged in customers home. 5/21/2014 General Manager emailed customer and informed them they would not approve the entire removal of flooring that was reflective in the repair estimate. Customer declined General Managers offer to only replace a piece of the flooring and stated the estimate should be approved. General Manager then stated this would be forwarded to "Claims" department5/22/2014 Customer received phone call with claim number from outside firm, no further steps were communicated.Desired SettlementWe are seeking a refund for our initial payment of $165 and the replacement of floors due to the damages caused by the Technician.Business Response /[redacted]/We have turned this over to our Insurance company to investigate. [redacted]We also have started the refund process for the intial job performed on 01/24/14 for 165.76. It will take a couple weeks for the check to arrive to the customer. There is a huge descrepency about what needs to be repaired/ replaced due to damages caused to a water leak. [redacted] claim # XXXXXXXXXXXXXXX.XXX-XXX-XXXXConsumer Response /[redacted]/The claim has been submitted to their insurance company for a decision. This is the first we are hearing about the refund being submitted by Roto Rooter. Nothing has been settled as of today, we await the adjuster's report from the insurance company. The statement regarding the discrepancy is unwarranted and unfounded and is representative of the comments we have endured by this business's response to the damage in our home. The discrepancy referred to by Roto Rooter is altering the value of our home. The management only believes the flooring in the bathroom should be replaced causing our home to be devalued due the proposed multiple flooring in the home. In addition Roto Rooter has failed to realize the damage caused by their technician is beyond the bathroom and extends into other areas of our home (as reported by the third party contractor).Final Business Response /[redacted]/We are still waiting on the refund to be issued to the Harpers and should only be a few more days. We apoligize for it taking so long. Best regards,[redacted]Raleigh Roto-Rooter Plumbers

I feel like I was overcharged for the labor estimated and provided.The tech came to my home on 4/15/14 and was able to determine the problem and the part that I needed. We scheduled a time the next morning for 10:00am to repair. He called 10 minutes before he was to be here and said he was going to get the part. He showed up at 11:15 with no mention that he did not have the part. he just got me to sign a lot of documents with no explanation of what I was signing. Nothing was completed on the form. He worked for 30 minutes and then left with no explanation. I called after an hour to find out what was going on and he said he was on the way back from getting the part and had to go to Lowes and then he would be back. He was gone for 1.5 hours and then did about 45 minutes of work upon return and sat in the van for 30 minutes doing paperwork. He then brings me the bill and charges for 3.5 hour of labor. I have NEVER had a company do work for me that charged labor for having to drive to get the part. They have the part when they show up to do the job. I was given an estimate of 2 hours at the most to complete the job. At no time was I told that I would be charged for the time that it takes to get the part. I more than likely paid labor for the tech to eat lunch. Desired SettlementI would like a partial refund. I do not mind paying for 2 hours of labor and that is being generous. I do not mind paying for the part. I do have a problem with being charged 1.5 hours of labor for driving around. Business Response /[redacted]/In order to make the customer satified we are willing to issue a fefund of 268.50 and only charge for two hours. We are very sorry for your inconvienance and hope we be be of service in he future. As soon as we get a response I will issue a credit memo and start the refund process. It may take up to three weeks. Consumer Response /[redacted]/I received a response from the company and they will refund 1.5 hours of labor which I am perfectly satisfied with. They said it may take 2-4 weeks because it will have to go through their main office.

Review: Roto-Rooter was supposed to come at 5PM at 10/18/2013 to clean out house sewage clog. Clog was not fixed, plumber complained about not being able to see after coming two hours late and trying to work in the dark. Issue still not resolved. Paid 135 dollars for nothing as the plumber couldn't fix the clog.Desired Settlement: A refund would be most reasonable considering now we have to get ANOTHER plumber to fix the job that we will also have to pay.

Business

Response:

In reference to the complaint submitted by Ms [redacted]. I will call her and make arrangements to resolve the complaint which will be fair to all parties involved. Roto-Rooter will never charge someone for work that has not been completed to the customers satisfaction.

We needed a plumber quickly as the sewer was backing up in our garage. We had just moved and were new to the area so we called Roto Rooter in Coraopolis. They were very cooperative and came the next morning. He used a snake and camera and told us we had a major problem with the drain coming apart and was 1/2 way blocking the flow and would continue to create stoppage. He also said we had two traps. The repair would cost us $7820 and they could fix it that week. He continued to press to set up the time but we were in sticker shock and refused to agree. We then called a plumber highly recommended on Angie's List. After explaining what we were told, they were very skeptical stating that the home was too new to have this type of problem as the inspectors would never have passed it. We had them come out and use their camera to check again. They showed us there were not two traps and the drain was fine and flowed freely. So the second opinion saved us an unnecessary $7600. We are senior citizens and feel this Roto Rooter franchise was taking advantage of us. We have signed paperwork from Roto Rooter and the other plumber verifying the information I have stated. I would never recommend them. Please beware.

Review: I contacted this company for service work to be done on my gas dryer. I had a scheduled appt set up for between the hours of 8AM -11AM. No one ever showed up at my home. The dispatcher called me at 9:30AM and told me that they were running behind. I asked if the time frame up of 11AM was still on and she stated yes, I asked if she thought he would be there by then and she stated yes. Well when the time of 11AM came no one ever called me. I had to call the company and was then assured that a technician would be there for me.. Well now we were up to 2:30PM in the afternoon, I never once heard back from the dispatcher. I even spoke to a manager who seem to not care about no one showing up at my home. They offer poor customer service and they made me wait all day and no one ever showed up or came to my home. I would have at least wanted to hear from someone in the company about the lack of professionalism shown to a customer. I even filed a complaint on there website in which I was sent an email back saying that the complaint was sent to the manager of customer service, and someone would be in touch with me in 30 minutes. No one ever called me. I had to again wait for another 45 minutes just to be inconvenienced. I then called another company in the Pittsburgh area who was at my house within 30 minutes of calling and completed the job that I was looking for from this company.Desired Settlement: I would truly like it if someone could look into this and give me an explanation as to why no one would either reschedule my appointment and why the dispatcher never seemed to keep me abreast of what was going on with her and the technician. I would also like someone from that company get in touch with to express major concern for why I was treated the way I was and never warranted an explanation for no one to show up at my home.Thanks You,[redacted]

Consumer

Response:

Review: A Roto-Rooter representative, Mr. T[redacted] came to our residence per a service call request on Thursday, September 10, 2015. Roto-Rooter Invoice number 57 states a bid of $285 "to attempt to get the line to flow." The two men placed a camera through the line and wrote "cable could not get the line to flow. Camera found sludge and bellied pipe under footer." The salesman, Mr. T[redacted] wrote up a bid of $9,830 to repair. He also stated that he did not want to attempt to flush the line as the terra cotta could get damaged. He then stated that after the repair of $9,830 there may be an additional $5K-$6K to have a "stent" placed in the line (this estimate was not yet written). Pressure was placed on my wife who was there to get the repairs done immediately that evening which involved digging up our yard. I talked to another plumbing company in the [redacted] area for a second opinion and stopped the transaction with Roto-Rooter. On Friday, September 11, 2015, I hired [redacted] Plumbing to check the line. Their camera found "sizable toilet paper clog in sewer line after basement commode tie-in." The company recommended hydro jetting sewer line and running camera again to determine any further issues." Their service man stated that it would not harm the terra cotta piping. On Thursday, September 17, 2015 [redacted] Plumbing flushed the line. Their findings were described: "Found lysol wipes and some dips causing slow flow." They did not recommend any further treatment at this time. [redacted] Plumbing also gave us a DVD "before and after" recording of the sewer lines. Roto-Rooter did not attempt to unclog the line, nor did they give us a reasonable solution, but placed a high-pressure sales pitch to spend thousands of dollars on something that was completely unnecessary. They charged us $285 (check #[redacted]) for their consultation. [redacted] Plumbing charged $99 for their consultation which included a DVD recording of the sewer lines. That fee was reduced to $45 (check #[redacted] when hired to flush the line.Desired Settlement: It is reasonable to be reimbursed $186 from Roto-Rooter which leaves them with $99 for their consultation. I was however NOT given a DVD recording from Roto-Rooter of my sewer line. As stated before, Roto-Rooter did not attempt to unclog the line, nor did they give us a reasonable solution, but placed a high-pressure sales pitch to spend thousands of dollars on something that was completely unnecessary. This caused undue stress and a fraudulent attempt to acquire a significant amount money.

Business

Response:

Since we were unable to get your line open there will be no charge for our service I apoligize for any inconvenience and will be refunding the entire amount of $285.00. If you have any questions please feel free to cpntact me at ###-###-####. Please allow 10 days for your refund to arrive in the mail.

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.

Review: We contracted to do the work in our bathrooms for $2,000. They did some of the work and we gave them half of the price. When it was time to come back to finish the work, they refused to come back to finish the job and our place is a mess. They said that they will take the sink and the toilet bowl with them, they came back after several days to take half and never came back for the rest. We do not want to deal with them any more but to get our money back.Desired Settlement: Refund our money

Business

Response:

Hello. This information is not correct. The customer is damanding we do additional work at no charge.

Review: On July 12 2015 I was pressured into a $7,000 job. I was mislead to believe that the issue was my responsibility and that the pipe was broke. The township came out to mark the gas lines and had to explain to me that they were responsible. The job was cancelled. The township came out the next day to do the excavation and explained that the pipe was not broken and in good shape. The pipes had to be cleaned. I lost two days of work because when the original job was supposed to be done, they postponed because two of their workers called out.Desired Settlement: I am asking for a refund amount in the amount of 529.75. The technician had me believe that I needed a excavation service when it was not needed at all. He caused me mental stress because of the cost of the service. I also lost 2 days of work and had limited use of my water. For 2 days. I feel that I had been taken advantage of. I'm thankful for the township showing up at the right time. Or the 7000.00 excavation would have been performed.

Business

Response:

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

Review: On May 28, 2015, at my rental property, my tenants notified me of slow flowing drainage from the washing machine into the drain pipe. A friend and his father snaked the waste pipe leading to the city sewer to roughly 25 feet with little noticeable change to flow.

That day, based on their recommendation, I contacted [redacted] who advised that they would run a camera in the pipe at "no cost." Then, based on what was seen by the "professional," they would suggest next steps.

The technician arrived, ran the camera and snaked the pipe. The technician removed what I was told a 3 foot section of root from the pipe. The technician attempted to snake the pipe again and advised he was only able to go 12 feet due to damage in the pipe. The technician advised that the pipe need to be replaced and that the cost would be roughly $3,400.00. The technician stated that replacement of the pipe approximately 12 feet out from the house was the only option to fix the flow problem. The technician further stated his manager would contact me to discuss the contract for the replacement the next day. The total bill to remove 3 feet of root and camera my sewer line was $451.20.

The next morning, instead of being contacted telephonically, I received an email with the contract proposal for work to replace the pipe section for $3,402.88. I responded to the quote inquiring about a reduction in cost if I went with [redacted] since I just spent $451.20 for 2 hours of work to remove 3 feet of root. The response I received was that the $451.20 was what brought the drain to a slow flow from non-flowing and that the $3,402.88 was for the repair of the damaged sewer line.

Obviously $451.20 is an exorbitant cost for the work that was done and a discount would not have been difficult considering the company was going to make $3,402.88. But that is beside the point. Due to the high cost of repair I looked for other quotes to replace the pipe.

I contacted a local sewer technician who specializes in diagnosis of sewer lines. The technician and his assistant quoted me $285.00 to camera and snake the sewer line. I requested the work be done and the Technician arrived on Saturday June 7, 2015. Approximately an hour and thirty minutes after arriving the technician had removed several smaller roots from the line. The technician ran a camera in the line and was able to push the camera all the way to the city sewer line.

Speaking with the technician, he advised me that the [redacted] technician should have completed cleaning the roots out of the pipe. Further, the only issue with the sewer line was that it appeared to have a belly with many years of collected hard waste. The technician suggested that the sewer line be jetted and that the jetting would clear out any of the hard waste and remaining roots. The technician quoted $685.00 to jet the sewer line and offered to return in several hours to complete the job.

At approximately 3:00 pm that day, the technician returned to the property and jetted the sewer line. With the jetting completed, the technician ran the camera once again. The pipe was completely clean and free of roots all the way to the main city sewer line. Further, the technician stated that the sewer line had no belly and the appearance of a belly was simply because of the excessive build up. Additionally, the technician stated that there were no visible signs that any pipe needed to be replaced as was stated by [redacted].

Had I not contacted another contractor for an additional quote, I would have incurred several thousand dollars of replacement cost for pipes that did not need to be replaced because of poor professionalism on the behalf of [redacted].Desired Settlement: Quite obviously the job that I paid an exorbitant cost for was not completed. Had he technician completed the job and properly diagnosed the pipe, I would not have had to pay another technician to properly do the job. If we can not agree to a full refund, a billing adjustment should be the very least to rectify this situation.

Business

Response:

Review: My main sewer line was not draining. My small local plumber could not unclog it and recommended I call RotoRooter. RotoRooter missed their appointment window, then when they did arrive they allowed raw sewage to fall into my sump basin which was then pumped into my back yard (where my sump pump normally pumps ground water to). After this they passed * video camera into my line to determine the site and cause of the problem and told me the line was broken, under my deck, and needed to be replaced as soon as possible. That as the homeowner I needed to remove the deck to allow them to work. Furthermore the normal warranty on unclogging was voided since the line was broken. Back to the sewage...the sewage contaminated my yard and within a few hours my sump pump was clogged with it and water (contaminated with sewage) was backing up into my basement. When I called to complain I was told my service check could be returned and that money could be used to clean the mess they made in my basement. After that experience I knew I would not use RotoRooter to replace the pipe. I went back to my local plumber and he excavated the pipe where the reported break was only to find the pipe was NOT BROKEN and still CLOGGED with sewage.So RotoRooter contamined both my basement and yard with raw sewage, misdiagnosed the problem, told me their service warranty did not apply since this was their diagnosis, did not properly deal with the actual problem. Then when I asked them to pay for the part of my deck that was torn out to access the pipe they refused (I didn't even ask them to pay the other plumber's bill for fixing what they didn't!).The plumber that ultimately did the work will put in writing that the pipe was not broken, but still clogged. He decided to replace the pipe since it was still clogged and already excavated. Rotorooter should have been able to tell the pipe was still clogged, not broken, and needed more work to unclog, not excavation and replacement.

Order_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Replacement

Pay to have the area of my deck that was removed to access the pipe (recent quote $3500-$9600 depending on if old wood can be salvaged vs all new wood). It was removed under their direct, written instructions, to fix the pipe that they put in writing was broken but was not. Cleaning fees for the contaminated basement. Missed work (1/2 day) to remove the deck (4 hours, 3 people).

Business

Response:

Consumer Response /* (-5, 8, 2013/07/11) */

Consumer indicated they have heard from the company, but the issue has not been resolved. Comments follow below:

Prior to making the complaint to you they decided that there was no wrongdoing on their part and I was liable for all the damaged property that resulted from their recommendations. I did cancel the check for the initial service call and thus did not pay them for the service which resulted in sewage being spilled in my basement and yard. They told me with the payment being returned I could pay for someone to clean my property.

Business Response /* (1000, 9, 2013/07/15) */

Upon further review of the complaint, we reached out to Mrs. [redacted]. We have asked her to provide a detailed explanation of the work done by the other plumber. Mrs. [redacted] indicated that she will be reaching out to the other company and a copy of the scope of work will be provided to Roto-Rooter. At this time, we have not received a copy. Roto-Rooter will always do whats right on the situation and take care of our customers.

Consumer Response /* (3000, 11, 2013/07/17) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

This is not accurate, they did not ask me to explain the work done by the other company, only told me that they were not accountable for their incorrect diagnosis. The other company excavated the entire line behind my house and found it was not broken, but instead still mostly clogged. The pipe was photographed and is still in my possession. They never offered to come out and look at the pipe. Roto-Rooter did not fully unclog the pipe, and this lead to a wrong diagnosis and many costly repairs. They also said their warranty was not valid since the pipe was broken, it is convenient that they can make a diagnosis that relieves them of liability for poor work. I am not a Mrs. and my name is not [redacted]. This is probably the worst customer service I've gotten.

Deck repairs were $2175 and were completed this weekend, this does not take into account unpaid labor of my, my friends, missed work, or the cost of replacing the pipe.

The other plumber, [redacted], elected to replace the pipe once it was already excavated, even though it was not broken, as this was the most efficient way to resolve the chronic clog.

Business Response /* (4000, 13, 2013/07/28) */

Thank you for your feedback. As requested on a previuous email, please provide a detailed scope of work, name of the plumbing company, license number for Mr [redacted]. The document we received was just an invoice with no detail. In order for us to even make a determination on what work was done, we will need a copy of the invoice. In addition, the diagnose provided by Roto-Rooter is a diagnose and a proposal. This document is non-binding. As a consumer, you have options. You decided to go with another company to do the work. Roto-Rooter is licensed, bonded, and insured. We guarantee our work and will do what's right to take care of the customer. Thank you for your time.

Review: On Feb. 10, 2014 I called Roto Rooter because my toilet and bathtub were backing up. I was told my sewer

pipe was deteriorating causing partial collapse and that it had holes the size of a fist.

They recommended I replace the the pipes all the way to the septic tank. I told them I could not afford so

they suggested just to replace the pipe where the blockage was. This is what I got replaced and charged

an exorbitant amount of money $3424.00 to do that small section. They came and did it, then it took 3 weeks

the inspector to come out to inspect it. The inspection was not ordered by Roto Rooter until Feb. 25, 2014

yet the work was performed on Feb. 11, 2014. I became suspicious of Roto Rooter and had a company come

to find out if they would tell me the same thing Roto Rooter said and it turns out that it was the septic tank

that was full all along. It cost $246.00 to clean the septic and the problem was fixed. I had someone dig and

exposed the rest of the pipes to see if in fact it was deteriorated and when it was it dug and exposed I found

out the pipes were still in good condition. I had the pipe Roto Rooter replaced opened and it had cloth like towels that

contractors use in it the size of a cylinder packed in there, it could not possibly gone through my toilet and I do not use those

towels in my house. This was a tactic used by Roto Rooter so I could call them and replace all the pipes and charge more.

Suspicious also was the fact that they did not call inspector until 2 weeks later because obviously they were waiting for my

call to replace the all the pipes. This is a fraudulent act on an innocent woman with 2 children. It was unfair act and should

happen to no one. I spoke to Roto Rooter and they maintain they have done nothing wrong. I have video and pictures of

the pipes that are in good condition, also the cloth like towels being removed from the pipe Roto Rooter replaced.Desired Settlement: I would like a refund of $3424.00 because there was never anything wrong with

the pipe.

Business

Response:

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

General Manager

Roto Rooter Services Company

Review: A roto rotter employee initially came out on Thursday Jan 2nd to clear a clogged drain (he was great). He told us to make an appointment to have a camera put through our pipe due to standing water and that this service was provided in our $438 bill. I called the following Monday and made the appointment for Thursday Jan 9th between 4-8. I received a call on the day of the appointment at 4:45 stating no one was available. I informed the woman that I had to take off of work to be home in time and requested a later time window since I couldn't take any more vacation time this month at work. I was then given an appointment on Monday Jan 13th from 6-8pm. They cashed our check on January 10th. On Monday I received a call at 4:45 stating no one was available to come for the camera viewing. I then explained to the gentleman how this was the second cancellation and was this the 'norm' for them to just randomly schedule and see what happens? He made a reference that people need to look at the schedule when they book apt sand his supervisor needed to deal with that. I made an appt with him for Wednesday Jan 15 at 6-8 which they then cancelled calling me at 4:30 to cancel. I called another plumbing agency but they can't give me a quote to run a camera down the drain until they arrive at my home. I have wasted HOURS of my time and find this inexcusable. I am calling tomorrow to try and get a refund but the woman at the office pretty much told me that won't happen. I don't know what else to do and can't afford to pay another agency $400 at this point.Desired Settlement: I would like a refund for the camera viewing since they did remove the clog. The problem is that the company that I called today won't just place a camera in the pipes based off of roto rotters' findings. They have to do this themselves as well. As a result, I need a full refund.

Business

Response:

I called this customer yesterday and have not gotten a response back I am willing to camera inspect her sewer line at no charge but can"t set anything up until I hear from her.

Review: Roto rooter came to fix a vibrating pipe issue. We had an initial estimate to replace 2 parts, one being a pressure reducing valve. We called to get work done and the plumber that came said he'd put an expansion tank in and if that didn't fix it, a pressure reducing valve. After he installed an expansion tank the problem got much worse. I told him it was worse and he said give it a few days. Then I just asked him to come back, he said he would and never did. When another plumber came he said the valve replacement would be more than the initial estimate for 2 items. I questioned this and he showed me his price list for labor and said "the cost of the part is what you pay" -meaning no mark up. (I was later told by his manager they do mark up parts.) I called a supply house and the price of the part was about 1/4 of the cost Roto rooter quoted. When the plumber came the next day he had the wrong size valve. The manager called me back and said "we should just part ways", but in the meantime, I'd paid $463.87 and the problem is worse. I told him you need to come fix the problem and then we can part ways. He agreed but shortly after that the plumber called and said the correct size valve alone was $435. Again-I called a supply house and this part was $105(this didn't include a markup though) and the exact part on [redacted] website was $71. I'm not paying a $400 markup so I told them I'd go elsewhere. I have paid them $463 for a part that made the problem worse and I'm not even sure it needed to be done.Desired Settlement: I do not want them back in my house as they made it clear they didn't stand behind their work and inflate prices to make sure they won't do the work. I want a refund on the work that was done so far which actually made the problem worse.

Business

Response:

apologize for the service failure on our part and will be issuing a refund for the amount you had paid us. if you paid by credit card you will see a credit on your next billing statement, if you paid for service by check one will be mailed to you but will take up to 10 days. Thanks You

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,