Roto Rooter Plumbing & Drain Services

RBFCU understands an occasional oversight on finances can result in fee chargesFees can be refunded as a courtesy to the member as an exception and at our discretionThese exceptions do not admit fault on behalf of the credit unionMerchant errors also result in fees assessed to the memberFees were previously reversed to the account due to a merchant error (Microsoft)This was not previously explained to the member and we apologize for thatThe merchant did correct the additional debit to the account but RBFCU refunded the fees due to it being out of the member’s controlThe member will be contacted within the next business days for information regarding reconciling his accountThe member’s complaint was addressed previously in the response sent on October 28, The request for the refund of fees remains denied

Dear Member:I reviewed your account and discovered the following Your account was opened on 10/12/and you opted into our Courtesy Pay program The program worked exactly as it is supposed to on 10/25/when a $transaction tried to clear your account, but you only had $available We paid this item even though you did not have the funds available and there is a non-refundable fee of $in these cases You did not agree with this fee and contacted our member service center requesting a refund We do not refund fees unless we made an error, which we did not However, you asked for Courtesy Pay to be removed and our Rep did not complete this request, so we did refund the second fee that resulted from this oversight The first fee will remain since it was for a service you signed up for and we provided the service as requestedThank you

Complaint: [redacted] I am rejecting this response because:In the words of the Responder of this letter from RBFCU who fails to identify themselves as Having a NAME said,"The credit union offers free overdraft protection from savings and/or a line of creditThere is no charge to use these services and they will prevent overdraft fees from being charged The line of credit will accrue interest charges only when used You must apply for this loan product." 1) No none at RBFCU fairview explained this option at all.2) RBFCU is operating under an unfair business modelIn my previous experience as well as others have been given a one time forgiveness of any miscalculations in bank accounting.For example, [redacted] have been given a second chance of asking their bank to return the original feeI was just asking for a one time reversal of that fee of $due to an auto pay with [redacted] that was unexpectedly anticipated, which over-drafted my accountOne Time! This should be a policy throughout this credit union to all its so called valued customersFor $24.00, RBFCU is more interested in collecting fees instead of giving their customers a one time breakThe manager at RBFCU, [redacted] , stated that if we give you a break to you then we have to do the same for all of our other membersI said then do for all members! RBFCU is bad business.In my experience, Most banking institutions are willing to work with their customers, unlike RBFCUafter two rep calls, three supervisor calls and a letter to the President with all rejecting my plea for fairness, they continue to value me as a customerThey would rather lose a future customer over $24.00Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: That is not an accurate statementNothing was provided to be signed after given a price before the work was done Sincerely, [redacted]

The desired settlement requests have been completed The correction loan agreement, apology letter and loan coupons have been mailed On 8/27/a lending vice president contacted the member and the member was ableto discuss the events which occurred and pass on his concerns At this time we feel the requests andconcerns have been addressed We appreciate the opportunity to assist the member and his membership

Dear Member:We are responding to the Revdex.com complaint regarding fees charged to your account Upon thoroughly researching your account we discovered the following: The account was negative $-on March 1st so any checks or debits trying to clear the account will not have sufficient funds to clear and will be charged a $fee Checks #***, [redacted] and [redacted] were received for payment on March 3rd, since funds were not available they were each charged a $fee The Deposit was scheduled for payment on 3/4, but we can see that it is coming in a day or two prior to its actual arrival We show this as pending, but do not actually receive the funds until the date set by the sender (your employee, etc.) Items that show as pending or scheduled are not actually reflected in your available balance, but are posted to make you aware of deposits coming in or ACH debits scheduled for payment The research shows that all fees were charged correctly and in accordance with our Membership Agreement

Dear Member:Thank you for your letter outlining your recent concerns regarding the title to your paid off vehicle As explained to you, your title is part of the cross collateralization you agreed to when obtaining your loan The agreement stated (and you agreed to by signing) "By signing this document and receiving the benefits of your loan described on the reverse side, you are giving the credit union a security interest in the property" "You are giving this interest to secure repayment of your loan, as well as any other amounts you now owe or will owe the credit union in the future The collateral also secures your performance of all other obligations under your loan, this security agreement and any other agreement you have with the credit union" In other words, you must pay the amount owed on your delinquent credit card before we can release the title to your vehicleUpon payment of the amount owed, we will mail the title to the address on file Thank you for allowing us to respond to your concerns

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

On 4-21-we did reeceive a call from [redacted] stating that he dropped something in the toilet and it is now clooged [redacted] asked the dispatcher for a price, but they do not give pricing over the phone the technician that is dispatched with assecc the issue and give a free estimate Upon arrival our technician gave a price to snake the toilet and [redacted] agreed to the price and signed our paper work After attempting to snake the toilet it was unsuccessful in removing the object out of the toilet At this point our technician informed [redacted] that the toilet would have to be removed and and go from the bottom of the toilet to get the objewctr out At this point [redacted] was given a price and complained about the price and called the office and spoke to me I explained that the price was our book price and our technician noticed it needed to be rebuilt and did not charge him for it [redacted] stated it was fine and to go ahead with the job At this point our technician removed the toilet and removed the object, rebuilt the toilet and reset it

Dear Member:Thank you for allowing us to respond to your complaint You stated that you feel RBFCU pays items in a method that allows for the collection of additional fees.We are required to disclose and strictly adhere to our payment methods We disclose the method in which we pay items in our membership agreement in multiple placesWe pay items in the order we receive them throughout the day Items will pay without a fee as long as there are adequate funds in your available balance to pay the item In this case, funds were not available in your account when your house payment, in the amount of $1373.28, attempted to clear your account at 6:50pm on March 8th Your balance was $at the time the item was presented for payment Rather than return it unpaid, we held in until the next day to allow you to transfer funds or make a deposit In the meantime, at 8:pm your account was accessed using NetBranch online - two transfers were subsequently made from your other accounts to bring the account balance high enough to cover the house payment The following morning your house payment was made using the balance which included the two transfers - the balance was now adequate to cover the item A fee is charged since the funds were not available at the time the ACH was presented for payment We apologize but we will be unable to refund the fee in this situation because we noted that several fees were refunded in the past If you would like additional information please contact us Thank you

Dear Member: The IRA was disbursed to you through a cashier's check and cash There were no funds sent to IRS because there were no funds remaining to be sent to IRS In addition, you did not request withholding and we do not automatically withhold taxes unless instructed to It is customary to notify your financial institution immediately when you have a concern, but in this case months have lapsed since the transaction occurred in You received your 1099R in January of and did not contact us regarding any concerns at that time After a thorough audit, we found no wrongdoing and consider this matter closed

On October 26, we did do work at [redacted] ***s house at [redacted] *** Ms [redacted] had a plumbing leak causing water damage in her bathroom Our Water Restoration division did meet with her to as the damage After evaluating the issue we contacted her issurance and received a claim number After receiving approval from her issurane company and receiving written authorization from Ms [redacted] the work began After removing the affected area drywall drying began The drying was monitored until the readings indicated a dry standard The equipment was removed and the job was completed on October 26, All relevant paperwork was completed and submitted to the insurance company We received payment on December 27, We were not removed from the job by her insurance We completed the job and were paid infull Ms [redacted] also signed a certificate of satisfaction on October 26, indicating the job was completed to her satisfaction Ms [redacted] states that we were going complete the rebuild of her bathroom once the drying was complete As it has been expained to her on the day the job was originally signed and numerous times after that we do not do any of the rebuilds She was instructed to talk with her insurance adjuster and hire another contractor to complete the rebuild It should also be noted that no where in our paperwork does it indicate or talk about completing the rebuild of her bathroom and we were noi paid for any additional work

I understand that she wants a breakdown of the pricing As I tried to explain when I talked with her we have flat rate pricing Are pricing is per job not by the hour So if the job takes 1hr or 7hrs it is the same price I talked with the owner and to settle this issue he is willing to credit $

Complaint: [redacted] I am rejecting this response because: Unfortunately, [redacted] message contains errors of fact, serious miss-statements about the terms of his company's contract and unsupported and unjustifiable assertions about the circumstances of the flooding water damage caused in our homeIn the first place, I never signed the company's contract You might ask [redacted] to show you a copy of the agreement with my signature on it to verify thisSecond, it is not true that their 'technician explained everything that is written on the back of the contract." The back of the contract is a legal document with paragraphs of legal text that I would not have attempted to decipher If the technician had asked me to review it, I would have shown it to my husband, who is an attorney and could have understood it I can only conclude that this claim that it was explained to me is an after-the-fact attempt by the company to escape its responsibilityThird, the fact that the technician could not examine the portion of the drain pipe that is beneath the floor is obvious; this must be the true in 99% of the drains that have to be cleared However, it does not in my opinion mean that he can perform his work in a negligent or incompetent manner and as a result poke a 3/of an inch hole in the pipe (see attached photo) with his power equipment and cause a flood that damaged the ceiling, the walls, and the floor of the room below and caused other leaks that damaged a television, books, art work on the walls, a custom-made silk lamp shade, ceiling insulation, and created inches of water in our basement The technician could see and examine the portion of the pipe directly below the drain so as to see it was a PVC pipe, and take appropriate precautions to avoid damaging it in the course of his work Evidently, he did notMost significantly, the language of Roto-Rooter's contract that purports to limit their liability for negligence plainly does not apply to the events that occurred in our home The contract says the company is not responsible for: "b) defective, damaged, or deteriorated lines......or other unexpected or undisclosed conditions, and the consequences of such conditions....." But our pipe was not "defective" We have shown it to two licensed plumbers and our general contractor and they all agree that it is standard, not defective It is the type of pipe typically used for such a drainNor is it "damaged" except by the hole drilled by Roto-Rooter And, finally, it is not "deteriotated" To the contrary, it is in good condition and only years old because the shower involved was installed in [redacted] may assert otherwise, but he has never examined the pipe, nor has anyone from his company, and so has no real basis for blaming the damage on the pre-existing condition of the pipe His logic is backwards -- because his company's technician caused a hole in the pipe, the pipe must have been deteriorated But this is his assumption not based on any factsFinally, Roto-Rooter is not blameless because of "unexpected or undisclosed conditions." There was no "condition" to be disclosed The pipe was normal, typical for the use involved It was a standard PVC pipe in a typical shower drainIt is true, but irrelevant that [redacted] offered to come back to our home and replace the damaged trap But this was the least of our problems A plumber of our choosing replaced it in minutes, once the ceiling of the room below was removed and the hole in the trap located Replacing it is a minor job, compared to repairing all of the damage caused by the cascading water Also, I am sure that you can understand that, after having Roto-Rooter drill a hole in our plumbing, we were not interested in inviting them back into our home to do further work We also had no experience with the company's "water restoration" department and thus no way of knowing if they were capable of making the necessary repairs or could be trusted to do soClearing the shower drain of soap sm should have been an easy job The fact that the technician involved could not push his "power snake" beyond the trap without drilling a hole in the vertical portion of the pipe suggests either that he was not very skilled, or applied too much force, or was negligent in some other manner In any case, Roto-Rooter should be paying for the cost of repairing the damage they caused, not blaming it on us Sincerely, Mary [redacted] S [redacted]

RBFCU has contacted the complainant to discuss the matterDue to elements of the check, the complainant has been directed to follow steps with the maker of the check and the paying institutionOnce proper documents are obtained, RBFCU will follow procedures to refund the funds back to himRBFCU will continue to work with the complainant while the matter is resolved

I am rejecting this response because: The response that was sent to you was not accurate in regard to the explanation that was given to me when I called the companyI was never given any details about the charges and still want the charges broken downI called the company more than times before speaking to the manager who as I stated in my complaint was rude and refused to give me the name of the owner The person who signed for the work that was done at my home was not in a position to question anythingThere is still is not an explanation as to why the charges on the second day were $dollars more than the first day when essentially the repair man was coming back to do the same thingI also want to make it clear that at no time have I received a breakdown of the chargesThe manager whom I spoke with was arrogant, rude and quite disrespectfulIn reading other complaints about the company this seems to be a fairly widespread problemPlease note that there were no parts ROTO ROOTER provided, the charge then should have been based upon time and the fact that a breakdown of the charges is still not provided is not acceptableComplaint: [redacted] Sincerely, [redacted]

Dear Member: We are responding to your to your recent concerns regarding how we process transactions on your accountYour concern is that we process the largest transaction first in order to incur more overdraft fees on your account RBFCU and its employees are required by law to disclose and strictly adhere to stated payment practicesWe disclose our payment process in our Membership Agreement, provided to you at account opening Please see below the disclosure regarding paying transactions:We pay all checks and debits on your Checking account in order of arrival sequence throughout the dayWe do not pay items according to dollar amount of the item or by transaction type (debit, check or ACH)In the event you do not have the funds in your Available balance to clear an item we will use the overdraft options you have selectedPlease reference your March and April ACH/Debit history and you will see transactions that cleared on the same date for various dollar amounts in the order they were presented Items were not cleared in any certain order (i.elargest to smallest, etc.) This is consistent with what is stated in our Membership Agreement Your account was thoroughly reviewed and it was determined that the fees in question were charged because there was not adequate funds in your account to cover your chargesThese charges were paid using the Courtesy Pay service, which you elected to opt in to at the account openingYou can elect to remove Courtesy Pay at any time by contacting us in person, by phone or online We apologize that you feel that you were mistreated at our branch and will forward that information to the SVP of Branch Operations.Thank youRegenia/Member Experience Team

All calls have been reviewedMrs [redacted] s extension was provided on numberous occassionsIn addition, her direct number was provided in letters that were sent to the member on 8/24/and 10/2/2015.We did find that in one of the calls, the representative did not provide Mrs [redacted] s extension nor did he ask how he could assist the memberThis coaching opportunity has been addressed with his immediate supervisor

Dear Member: We reviewed your account based on the facts provided to us in your complaint Unfortunately none of the amounts or dates you provided appeared on your account Is it possible that the amounts in question were different? The closest we can come up with is a $withdrawal/debit on November 21st from a company who regularly debits your account Is this the transaction you are referring to? If so, your account shows at least two debits from this same company each month Without a stop payment placed on this item we would have assumed you wanted it paid like the others from this company After a careful review, we find that all fees charged were correct We apologize for the financial difficulties you are experiencing and wish you only the best

Complaint: [redacted] I am rejecting this response because: I don't have any missed calls or messages from you in my home phone or my cell My cell is [redacted] Home is [redacted] Work is [redacted] Sincerely, [redacted]