Roto Rooter Plumbing & Drain Services

Review: I called Roto-Rooter to repair a clogged sink the morning of December 24th. When the technician got to the house, he called me and asked for a credit card number. I asked him how much the charge would be and he said under $300.00. I gave him my Visa number, about 15 minutes later he called back to say he was all set and fixed the problem.

Two days later I checked my credit card statement and they charged $512.55, well above the quoted $300.00 amount. I called the company and spoke to Jennie on Monday, December 28th and she said someone would call us back. On Tuesday, December 29th my wife spoke to Chris and he denied the quote of under $300.00. He said I must have misunderstood that amount. He said we never would have quoted that amount and that the tech has been with the company for over 19 years and he wouldn't have made a mistake like that.

I put a stop on the credit card charge, but later released it, I did not want the company to send us to a collection agency and ruin our credit.

I am extremely upset with this company and feel they have completely over-charged us. I never had a contract with them and I feel a fair business practice would be to credit my charge account $212.55.

I thank you for your help in trying to resolve this matter.Desired Settlement: Please refund our [redacted] Credit Card $212.55.

Business

Response:

After speaking with the customer we are refunding 75.00 to settle this issue. The check has been mailed out

Review: I initially called Roto-Rooter to check one of my apartments - the tenant was complaining that the drains were running slow and backing up a little bit into the shower when she flushed. I was a few minutes late meeting the technician at the apartment but when I arrived I was told that he had checked the apartment and that the problem was in the main sewer line to the street and was most likely roots. He snaked out the main sewer pipe then put the camera through for me to see - I did see some roots that he said he could not clear any more than was already done. He then told me that there was a break in the pipe near the street and that the whole line needed to be replaced. He called the office and I was given a quote of $6239.97 to replace the line and that they could do it the following week. I told them that I had a partner and needed to discuss this with him. I was charged $496.60 for this procedure. Within two weeks my tenant said she was having issues again so I called and they sent someone out again. I specifically asked them to clean out her drains since I suspected that the problem was always there and not necessarily in the main line. They called me to tell me that they had to clear out another clog in the main sewer line. I asked if they had cleaned out the drains in the tenant's apartment and they said yes. I later learned that they did not do this and in fact told the tenant that wasn't covered under the warranty because they never did that. I have tried to call the company several times and have left messages for the manager to call but he has not returned my calls. The tenant's drains are still running slow. I had another company come out and look at the main sewer line to see if we needed to have it replaced and they said it actually looked good. They would have removed more roots but that if we stay on top of it we should be fine. They don't believe there is a break but rather the town's pipe has dropped down from ours out in the street which will probably be fixed by the town.Desired Settlement: I would like Roto-Rooter to come out and clean out the drains inside the tenant's apartment like I had asked them to do in the first place at no additional charge.

Review: Overcharged for services/No breakdown on invoice - There is only a price of $829.81. I do not know what I paid for or was charged for besides removing a blockage that was supposedly greater than 100 feet from road. I do not know if this includes sales tax for the sale of tangible personal property. We had another plumber come up to give us a quote to line the pipes. They videoed and measured the pipe from the basement to the road at 85 feet. I have a copy of this invoice if anyone would like to see it. It states, "TV camera-ed to city main 100 feet. Line is 4" cast iron leaving house then becomes 6" clay. Line becomes 8" clay in road approx 85'. TV camera-ed main line from house trap in basement up vertical stack and out vent. Stack is pitted in many areas. Made video of both lines. Customer would like estimate to reline pipe." I tried contacted the # on the invoice. I got no answers. When I told them it wasn't 100 feet to the road, he told me he was going to adjust the invoice and resend it. I would like to add occurred on a weekday during normal business hours. I would appreciate any help you can give as we were taken advantage of and the company is misrepresenting the actual work performed.Desired Settlement: I would like to be refunded for the overcharge and I would like a breakdown of bill. I would also like an explanation as to how they arrived at this figure. The worker never came and explained anything and I believe he added on this charge to inflate the bill.

Business

Response:

In response to this complaint. Our technician was dispatched to clear the main drain. Upon arriving he attempted to clear the line with a single basket but was unable to clear it. Knowing the line around the 100ft mark he attached a second basket and was abl;e to clear the line. Our normal price for a main line is $491.95 and a second basket if needed is discounted down to $335.00. I did talk with her and explained that the clog was further then our cable could reach and that is why the extra charge. I will have the bill broken down and sent out to her.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have NOT received a bill with break down of the charges. During the conversation that the representative from Roto Rooter talks about which occurred around the 16th of September, he also promised me a breakdown of the bill. He said he was going to change the bill to state over 94 feet. I told him he couldn't change the write up after the fact. I'm still waiting for that copy too. I also know that if any sales tax is involved it should be separately stated on the bill. How else will the company know what sales tax was collected from customers and owed to the state? I am going to scan my bill from Roto rooter as well as the estimate from the other plumber detailing the length of my pipes to the road. They were giving me an estimate to line the pipes so the longer they are the more they get paid. They still have them measured at under 100 feet. It seems as though this can't be resolved, would the next step be the Attorney General?

Sincerely,

Review: Roto-Rooter representative drilled through a pipe and caused extensive water damage to our basement, our first floor bath and library. Two independent plumbers and one contractor have attested that Roto-Rooter is the blame. RR claims no responsibility. We need to replace the entire ceiling, insulation, wallpaper, TV, books, art work, and the pipe drain. We needed to have basement pumped and running a dehumidifier.Desired Settlement: Reimbursement of all costs associated to return our premises exactly how they destroyed it. An apology. Cooperation with our insurance company so that our homeowner insurance premium is not raised. Admitting it was their mistake.

Business

Response:

On December 21, 2015 we recieved a call from [redacted] stated her shower/tub drain was clogged and set up an appointment for 12/22/15 at 8:00 am. Upon arrival our tech assessed the situation and gave a price to clear the line. [redacted] agreed to the charges and signed our contract. Prior to starting the job our technican was asked if we use a power machine? Our tech explained that we do use a power snake machine with a 1/4 cable specifically made for the shower/tub drains. Our technician was then asked if it will damage the pipes? Our technician stated that not knowing the condition of the pipes he ( roto-rooter) is not responsible for any pipe that is damaged. Our tech also explained everything is written on the back of the contract. At this point our tech cabled the tub line and cleared it. Our tech noted that he had found heavy soap sm in line. Our tech tested the line completed paperwork, collected payment and left. Approximately 30 minutes later we received another call from [redacted] stating that water is coming through the ceiling downstairs. We immediately had our tech return and assess the situation. It was apparent that the water coming through the ceiling was under the bathroom that our tech had just cabled the shower drain. At this point our tech called and informed me of the issue. I instructed him to let her know that we can send out a plumber and fix the issue. Our tech stated that he relayed the message and she did not want us doing anything. At this point our tech left. I then followed up with a phone call. I spoke with Mr. Siegal and offered a plumber to fix the issue and our water restoration to clean up the water and dry the walls both at no charge, but he stated he did not want us doing anything and asked me for our insurance company to pay for the damage.

I explained to [redacted] that the breakage of the pipe was not a result of Roto-Rooters negligence, but rather the integrity of the trap. This could not have been foreseen since the pipe is under the floor. Our tech used a 1/4 cable which is designed specifically for the tub/shower drains. Our policy is clearly written on the back of the contract and the [redacted] were informed of our policy when the questioned our tech before the job was started.

We offered to fix the pipe and have our water mitigation unit clean and dry the affected areas, but were told that they did not want us back.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: