Roto-Rooter Plumbing & Drain

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

Our trucks are equiped with a GPS unit that track them by the minute, we pulled a detailed activity report on that vehicle and it shows the service tech arrived at [redacted] *** *** *** [redacted] *t 4:PM to 4:PM The original call in from the customer on 11/10/from the customer 4:49pm and the tech delivered the chemical to the customer the very next dayThe customer was called and advised that the tech was in route and we were informed that no one would be there and that we were to simply place it on the carportWe were given, by the customer that day, his credit card number and advised that when the chemical was dropped off we had permission to charge his card the amount of for the productThe office was unable to reach the customer again, after the chemical was delivered and as a good practice w like to speak with the customer when we run the card to make sure they are satisfied with our servicesWe were unable to reach hi,Over th coming weeks several phone messages and emails were delivered with no responseThe tech even took it upon himself on two seperate occassions to visit the home and speak with the customer to make sure that he was happy with us since he was not calling us backHe was never able to make contact with anyoneJust to confirm that this tech was at the right location, I had him describe to the last tech that delivered chemical with no issue, what the home and property looked likethe descriptions matchedWe then pulled the detail report and saw that the tech had been onsiteWe are attaching that reportIt was not until the morning of the actual final mesage to the customer and the credit card being run that we finally heard from Mr***He then called into the office, using what can only be described as unprfessional language to the office staff and spoke very poorly of everyoneHe then stated that he had been making multiple calls to our office leaving messages and no one called him backWe do not have an answering machineThere is always a live agent answering lines during business hours and we have a live answering service that takes calls after hoursWe are very concerned that we have a customer that up until this point has been very loyalWe want to make sure that he contnues to stay a loyal customer as wellOn the other side of that token we cannot allow customers to simply claim they never received product and neve return calls to resolve the issues in a timely manner either

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** *** Both attachments to your email were about 3-D printing: nothing about this case

We had the opportunity to speak with the customer about their concernsMrP*** stated that he was very happy with the service and the end result, but was concerned that he understood the service to be quoted at a specific price and the actual ending price was higher than the original quote that
he was givenI explained each specific item to the customer and came to the mutual agreement that we would be refunding the customer $for the difference in the quoted servicesI apologized for the miscommunication and MrP*** was happy with the end resultWe are considering this matter closed as the refund has been processed

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
I did not or authorize the charge

Mr *** called and explained that the GPS is only a general location not a direct stop it just isn't that directThe customer's item could have been stolen but they were not there at the time of delivery and can't be certain it was not stolen or that the truck did not arrive. Mr *** called and explained that the GPS is only a general location not a direct stop it just isn't that directThe business states again that the customer's items were delivered and then they were given a confirmation to charge the customer's cardWhile it is not ideal the customer was not home at the time of delivered at the time the customer was called the items were dropped off and delivered as stated in the previous response provided Mr *** called and explained that the GPS is only a general location not a direct stop it just isn't that directThe customer's item could have been stolen but they were not there at the time of delivery and can't be certain it was not stolen or that the truck did not arrive

Our trucks are equiped with a GPS unit that track them by the minute, we pulled a detailed activity report on that vehicle and it shows the service tech arrived at [redacted]t 4:11 PM to 4:15 PM.  The original call in from the...

customer on 11/10/2015 from the customer 4:49pm and the tech delivered the chemical to the customer the very next day. The customer was called and advised that the tech was in route and we were informed that no one would be there and that we were to simply place it on the carport. We were given, by the customer that day, his credit card number and advised that when the chemical was dropped off we had permission to charge his card the amount of 60.81 for the product. The office was unable to reach the customer again, after the chemical was delivered and as a good practice w like to speak with the customer when we run the card to make sure they are satisfied with our services. We were unable to reach hi,. Over th coming weeks several phone messages and emails were delivered with no response. The tech even took it upon himself on two seperate occassions to visit the home and speak with the customer to make sure that he was happy with us since he was not calling us back. He was never able to make contact with anyone. Just to confirm that this tech was at the right location, I had him describe to the last tech that delivered chemical with no issue, what the home and property looked like. the descriptions matched. We then pulled the detail report and saw that the tech had been onsite. We are attaching that report. It was not until the morning of the actual final mesage to the customer and the credit card being run that we finally heard from Mr. [redacted]. He then called into the office, using what can only be described as unprfessional language to the office staff and spoke very poorly of everyone. He then stated that he had been making multiple calls to our office leaving messages and no one called him back. We do not have an answering machine. There is always a live agent answering lines during business hours and we have a live answering service that takes calls after hours. We are very concerned that we have a customer that up until this point has been very loyal. We want to make sure that he contnues to stay a loyal customer as well. On the other side of that token we cannot allow customers to simply claim they never received product and neve return calls to resolve the issues in a timely manner either.

Roti-Rooter came out to fix a faucet and did a great job. Then the service person fixed several other things, as long as he was here. He was extremely helpful and the cost was fair. I will hire them again and recommend them to my friends.

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.

Review: In 09/13 Roto Rooter installed a sewage pump at my home for $1,175.00. On May 8, 2016 I contacted Roto Rooter because my pump was not working. I contacted them and set up an appointment for a technician to come to my home the following day, Monday. They never showed up and Office Manager, Tammy, indicated they were so busy - it was their fault - and someone would come the next day. Tuesday - wait all day and technician finally shows up and indicates that the pump and all the work done previously has to be done again. Price quoted this time is approximately $1500. When I call office to discuss cost, I am told to wait until Wednesday morning, that we are a priority, and they will call us back first thing. Wednesday - they never call. I finally call them and ask why they didn't call and she angrily says "well I didn't get here until 10". There is not enough space in this complaint form to reference all of the phone calls and emails that went on over trying to get them out to look at the pump. Terrible work, terrible service. My husband and I missed 3 days work (alternating) waiting on them to come. We even had to buy a portable pump to keep flushing sewage until they could arrive. What terrible customer service. After waiting three days, I had to have same work done again. (Please allow me to send long narrative with details).Desired Settlement: Reimbursement of missed wages from work and cost of portable pump or reimbursement for cost of original work.

Office was quick to indicate pump only had one year warranty but could not furnish me with name of pump, part number or anything to see if it was defective or under a recall. Office Manager, Tammy indicated that the "technician didn't write down anything".

Business

Response:

Roto-Rooter received a phone call from the [redacted] on Sunday 5/8/2016. Being that our suppliers are not open on Sundays they then set up an appointment for service on Monday 5/9/2016. We reached out to Mr. [redacted] on 5/9/2016 around 8am and did not get an answer. The phone stated "Your call cannot be completed, please check the number and try again". We did 2 other times and still got the same response. Then Mr. [redacted] called on Monday 5/9/16 at 11:45am to check the status of his appointment and was informed that we were running behind but we still had him scheduled for the appointment for that day. He was a little upset but was reassured that we could still come out. Then later in the day, we reached back out to Mr. [redacted] and informed him that since our techs were running extremely late at that point but we were still coming. He then asked questions about the history of us coming out. He was then provided with the info which included the type of pump as well as the horse power of it (as it states in the documents attached) and ALL of the details, from Amanda. He then asked us if we wanted him to come after us for lost wages and for his time, being that he was waiting on us. We then informed him, that he called us for service so it would be based on our appointment and availability and that we are still able to come. The person that was answering the phones after hours at that time did not have access to our appointment availability but again the customer was reassured that we will still be able to come out to him today. After the tech arrived out there, it was determined that the pump was in need of replacement again. The techs then provided the estimate to replace the pump on 5/10/2016. After the techs initial visit to the home, customer called wanting to speak to the manager. The Operations Manager was out in the field and so the customer was informed that they would receive a call by the end of the day or worse case, tomorrow by 11am when he was back in. Mrs. [redacted] then called 5/10/16 at about 10:05am and stated that she never received a call. She also stated that she did not want us to do anything else and that she has someone else there doing the work. We replied with "alright, have a good day". On service that Roto-Rooter provided 9/7/2013 it was determined that the pump needed to be replaced. An estimate was given to the customer, they accepted and the tech at that time went back out on 9/8/2013 to replace the pump. Roto-Rooter provided a 1 year warranty on the parts as well as the labor. So if anything went wrong with what we did or installed within 1 years time we would return at no cost to the customer, fix and repair the problem. During the 9/2013 service and 5/2016, the customer did not call back for any type of service or issues with what we did. The lifespan of the pump is based on the usage and everything that surrounds it. One example, if the weather is bad and there is a drainage issue at the home, the pump is going to work extra hard, so then there is a chance that the pump could wear out sooner rather than later. But there are a lot more reasons as to why a sewage pump could go bad and if you have an hour or more, we can go into scenarios.Please see all of the attached documents for partial reference. Should you have any further questions, I will personally be back in the office on July 6, 2016 10a to 4pm to answer or please allow me an additional week (excluding weekend days) to respond. Thank you for your time and efforts to help,Amanda F[redacted]Richmond, VA Roto-Rooter

Review: I called Roter Rooter to fix a sink in kitchen that would not drain. They came Friday 7/26/2016. They charged me for running a snake down the sink drain.Then when the sink still would not drain, they changed the AAV air valve. They did not check their work to see if problem was corrected. It was not until the following morning I used the sink and it would not drain.Called them and told them about it and the answer I got that they will not come out till Monday (24 hours plus) even though I told them it was the kitchen sink and prevented us from using the kitchen.I was told that this was not classified as a emergency so I would not get service till Monday.The professional work was not up to par because they did not fill the sink and opened the drain to see if it was cleared.Also when they snaked the sink they did not go the full length of the drain line. Monday I had a relative who is a plumber come and fix it.He found that if they had snaked to the main line they would have cleared the problem. This plumber was out of town for the week end so I had to find another service. I had I known that I would have revived this poor service from Roto Rooter I would have waited till he returned. Would I use Roto Rooter again, not on your life nor would I refer they to anyone.Desired Settlement: They charged me for snaking the sink line and for an AAV which was not needed. The bill came to $276.38 cents. I want the cost of the incomplete snaking and the cost of the AAV taken off the bill. I agree to the $40 they quoted me for service call as I did in good faith expect them to be more professional and knowledgeable.The bad labor is negotiable.Also when I went on line to stop payment on check for incomplete service they also want me to pay a $25 dollar fee. My phone number is [redacted]

Business

Response:

On 7/22/16 one of our technicians serviced Mr. [redacted] home for the customer compliant of "when washing the dishes the big sink for the kitchen backs up and gurgles at times" .I have forwarded the invoice by our technician at completion of the work on 7/22/16 with Mr. [redacted] signature that work was completed and everything was working properly at the time the technician left the property. The next day Saturday(7/23/16) morning I (the Operations Manager- Joe E[redacted]) received a call from dispatch stating Mr.[redacted] called around 10am stating that when he fills both of his sinks (two compartment kitchen sink) up at the same time they will not drain. I gave Mr.[redacted] a call in regards to this matter. He told me everything else in the home was draining properly. I let him know that unfortunately the quickest we could get a technician out to his home was 1st thing Monday morning by 9am. Mr. [redacted] responds was that is not good enough and he was canceling his check and hung the phone up. First thing Monday 7/25/16 morning I called Mr. [redacted] as a follow up around 8am to see if he still had an issue with the sink to try to get our tech out to evaluated the problem. He stated he did want us to come and he was having he son in law come and look at the problem. Mr. [redacted] never gave us ample time to responds to his issue (industry standard is 72hrs). And that is not to say that the problem he had was related because everything was working after the tech left verified by Mr. [redacted] signature.

Review: 1. The plumbing technician took 2 hours to do a job which was barely 20 minutes. Every few minutes he would disappear for a long time. He went outside somewhere to get new products which he included in his hourly charge. He wasted time in his truck making several calls and all the hours he consumed, we had to pay for it.

2. When we called the Roto Rooter company, they said they would not charge us for a visit during business hours. So we called him on a Monday. He arrived at our place and had a look at the leakage. It was a 'repair' work and not a 'replacement' work. We asked him the cost of the repair. He said he will let us know after the work is done. To our shock after two hours he bills us $186.55. There was no break-up cost on the Invoice. The Invoice clearly states charges for Labor, Parts, Products and Other Columns. None of these were filled and only the 'Total' section was written. We had no choice but pay for the entire amount. He also said we got a discount. We decided to call the company and asked how come they would charge us such an extensive amount. They said they had a 'flat-rate' charge. We asked that this was never mentioned to us on the phone. Neither this was mentioned by the plumbing technician. Nor this is mentioned anywhere on the website or the Invoice. When the technician arrived with our returned products he showed us a book which had flat-rate hourly codes for plumbing. The code he charged us was for 'Replacement' and ours was a 'Repair'. The 'repair' code was half the price of 'replacement' code. When we asked the company how come they offered us discount. They said they never offered discounts. So how come their plumbing technician gives us a discount? The company [redacted] confessed that it was a mistake from their technician's side and that the company never offered discounts.

3. When he bought two new products which were used to stop the leakage, he took the products with him. When we asked him that it belongs to us since we paid for it, he said that the company policies are framed that way. He did not give it to us. When we called the company to explain them that how can they take the brand new products that we paid for? They realized their mistake and sent the technician back to handover the products to us.

4. We also called the company a few days later since we were unhappy with their pricing terms. [redacted], the company [redacted], said that the company offered flat-rate of $125 + a miscellaneous charge of $25 (gloves, travelling charge etc). So we asked them that how can they charge us for gloves when the technician never used gloves. How can they charge us for travelling, fuel etc when this was offered free to us. [redacted] said that it was company's policy. We also asked how come they over charged us for the products? This means that we pay for the product + fuel + time taken by the technician to bring it. If he was charging us for the hours, might as well, he could have told us the product name and we would have bought it at half the price instead of them over charging us.

5. The Invoice has absolutely no details about the flat-rate nor offering any discounts. There is no Labor cost written nor any cost for the Parts brought by the technician and most importantly not written any 'Virginia Tax'. I'm unsure if such an Invoice is legal in Virginia without writing the tax. We also asked one of our neighbors and they also got similar Invoice a couple of times without writing any Labor, Tax charges. I'm unsure if such a company has a legal right and if they do pay enough taxes to the government. We all have a copy of the Invoice as a proof.,Desired Settlement: They should:

1. Provide a legit Invoice mentioning the Labor, Parts, Products, Other and Tax charge and then adding the Total. Our previous Invoice only mentions the Total and none of the above columns were filled.

2. Mention flat-rates, discounts in the Invoice as well as convey it on the phone as well as to be mentioned by the technician after looking at the issue.

3. Tried to dupe us by charging us for the product and taking it with them. Not giving it to the customers who paid for the full amount.

To us this is a fraud service, ilegal Invoice and fraud timing by over charging us for two hours when the repair work was barely 20 minutes. The treatment was highly disappointing and absolutely unsatisfiable.

Business

Response:

Revdex.com Case #[redacted]

This letter is our response to the above referenced complaint by [redacted]. Our Service technician, [redacted], serviced [redacted] home at [redacted] on May 12, 2014.

Our Invoice #[redacted] is included with this response. [redacted] was quoted a price out of the Trade Service Plumber's Pricing Manual 2010 to either repair or replace the tub strainer. [redacted] was given a price range depending on whether we had to repair or replace the item. If we had replaced the item it would have been $394.95, [redacted] only had to reseal the strainer using Plumbers putty so the price was only $186.55.

[redacted] signed the invoice that said, "I acknowledge completion of the above described work which has been done to my complete Satisfaction." [redacted] signed and printed his name acknowledging that that work was done to his satisfaction. If there had been an issue, he could have called the office before signing and talked with a manager. [redacted] did not, and offered his credit card which was ran at the time of service.

[redacted] called the office after the technician left and asked for a breakdown of the charges. Labor was $169.95 and Parts purchased were $21.60. [redacted] wanted to argue that he should have been able to keep the Plumbers Putty purchased. Usually this is not an item that the home[redacted] wants to keep, but my technician immediately took the putty back to [redacted], who wanted to argue with the technician some more. Our [redacted], [redacted], called [redacted] and asked what more could we do to make him happy. [redacted] wanted to argue with our [redacted] that we do not pay sales tax correctly.

First of all. it is none of [redacted]'s business how my business pays sales tax. We pay sales tax at time of purchase to the State of Virginia.

[redacted] even stated in his complaint that I’m unsure if such a company has a legal right and if they do pay enough taxes to the government." Again, this is not the customer's business. My company pays sales tax at time of purchase on EVERY part. Period. [redacted] tried to explain that to [redacted], but again, he just wanted to argue.

According to the Desired Amount, the purchase price was $186.55 and the disputed amount was $136.55. [redacted] only wants to pay $50.00 for his service. That is the heart of the whole complaint. He only wants to pay S50.00, even after signing the invoice AND paying with his credit card. [redacted] was given the putty as he asked for. He is due nothing else from us.

We have had an impeccable reputation with the Revdex.com for the past twelve years. If there were been a complaint. We have always gone above and beyond to make our customers happy. However, we choose not to do any more business with [redacted] and are sorry that he only wants to pay $50.00 for services. [redacted]'s complaint was rambling and even hard to understand. [redacted], our service technician, read the complaint and said [redacted] stated many untruths. As far as the invoice not being filled out the way [redacted] wanted. We offered him a breakdown of the invoice. That should be sufficient. I hope this clears up the matter.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear in the attachment attached in this mail describing the complaint response and the company's invoice we had received.

Review: I called Roto Rooter on 8/25/14 because whenever I flushed my toilets upstairs water would come out of the downstairs toilet. One of the repair men came out and said that the line needed to be cleared. I paid $454.25 for him to clear the line at the T-pipe. Then on Sunday, August 31, less than a week later, I began to have the same problem. I called Roto Rooter and the man said it would be $95.00 for them to come back out and that they wouldn't be able to come until Monday or Tuesday. I explained that I had just spent over 400.00 and he said he would have someone call me. Thirty minutes later, the original technician called me back and said there was nothing he could do (even though the paper he left with me gave a 14 day warranty). He then told me to have my tank pumped but for them to leave it open and Roto Rooter would come back out and flush the line for me for another 400.00. I told him I just spent 454.25, and then he said they could flush the line for half price! Needless to say I told him that would not be necessary. I did have someone come out to pump the tank that day and he told me that Roto Rooter never cleared the line because there were roots growing in the line at the T-pipe. I feel like I was cheated by Roto Rooter and would like a refund of my money. I am willing to pay the 40.00 fee for them coming out and the 5.25 for replacing an o-ring but I do not believe I should have to pay for a service that was not properly completed. Not only did I have this problem reoccur but I had to clean dirty water off my floor and out of my carpet because the problem was not correctly fixed the first time. I emailed Roto Rooter directly but have had no response from them.Desired Settlement: I think I should be refunded my money minus the 40.00 service call and 5.25 to replace the o-ring on the toilet.

Business

Response:

[redacted]

Review: I contacted Roto Rooter to schedule a service visit for a plumbing issue. The technician came as scheduled, however work was performed without any explanation of charges or rates prior to correcting the issues. I was only given an illegible hand written bill with figures crossed out, etc. My yard was dug up and I was not given any notice this needed to occur. I am very upset about how this service was rendered. I do not conduct business as such, so I issued a stop pay on the check and want this matter investigated.Desired Settlement: I understand there is a basic rate charge to get the technician to my premises. I will pay that charge only based on the above description.

Business

Response:

Ms. [redacted]

This letter is to notify you that Ms. [redacted] was given a proper estimate to provide service jetting work for the main sewer as shown on the invoice. The company has a policy that no work is to begin or be conducted until the customer signs and print the work order authorization, which Ms. [redacted] did so and agreed to the terms and conditions of payment. The jetting work was conducted and the sewer line was opened. A video camera inspection of the line was done free of charge per estimate with the jetting work. The technician located and found a pipe fitting to be crushed in the ground while video inspecting the line. The technician had asked Ms. [redacted] to come over and take a look at the camera monitor which she did and the technician pointed our to her on the monitor the crushed pipe fitting in the ground. The technician explained to Ms. [redacted] that pipe fitting needed to be fixed and he gave her an estimate to make the repair. Ms. [redacted] authorized the repair by initialing the box where it says changes to the estimate. The repair was fixed and all the work was completed per estimates. Ms. [redacted] then signed and printed on the invoice that the described work ahs been done to her complete satisfaction. The technician then went to collect payment from Ms. [redacted] and she did not have the full amount to pay the invoice, all she had was a partial payment, and Ms. [redacted] then called the office to see if she could pay the remaining balance next Friday which the office granted the extension. The technician also gave Ms. [redacted] a 10% discount ($131.40) on the total job cost of $1,314.00 ($464.00 + $850.00) which makes the new total $1,182.60. We feel the technician provided Ms. [redacted] excellent service and explained everything to her in a step by step process of the job conducted on the property. I will be attaching copies of the invoice, a jetting and landscape waive which Ms. [redacted] also signed and greed to those terms. Technically Ms. [redacted] has signed her signature four times during the process of the job and was fully aware of the conditions taken place. The technician also wrote his comments on a piece of paper which I will be sending a copy attached to this letter. Since Ms. [redacted] has stopped payment on the check, we have proceeded to take legal action against her and our lawyer will be notifying her shortly. Our company strives for our technicians to provide the best service to our customers. No further requests will be made on this matter and I will close out this complaint and file.

If you have any questions, please feel free to call me. I can be contacted @ my office.

Respectfully Submitted,

Review: I was on disability at this time and my finance was limited. My hot water heater had bust water was everywhere. I called Roto Rooter, a Plummer came to my home and quoted a hot water heater for $1040.00 I asked him was that the cheapest a hot water heater cost because my money was limited for now. The Plummer told me that was the cheapest price for a hot water heater and they could set up 2 payment installments. The very next day after I spoke to other people I found out that I could have gone to [redacted]; hot water heaters there started at $200.00. I quickly called Roto Rooter spoke to the manager informing him that when I asked his Plummer about the high cost of the hot water heater I was given false information and to please come get the tank, the manager told me it was my fault that I did not shop around and that the heater was now mine. Since then 4 Plummer’s and 1 electrician had to come to my home to 1. Replace the hot water heater & fuse because of the damage from this new heater & now the second one is not giving off hot water. I have had 2 heaters to malfunction and they want me to pay the balance for something that is not working. They continue to ask me to take off from my job to have someone come to my home to repair these brand new hot water heaters.Desired Settlement: I have asked Roto Rooter to come get their hot water heater and refund my money but they have refused to assist me everytime I call.

Business

Response:

[redacted]

This letter is to notify you that [redacted] was given a proper estimate to provide a new electric hot water heater replacement as shown on the invoice. The company has a policy that no work is to begin or be conducted until the customer signs and print the work order authorization, which [redacted] did so and agreed to the terms and conditions of payment. The new water heater was installed on 7/29/13 and was tested for hot water and no leaks on the plumbing and was working great per technician. [redacted] gave us 2 checks for payment of $[redacted] each and wanted to know if we could take a posted check for 8/2/13. The technician called the office and was given approval to accept the post dated check from [redacted] did call the office to speak with the manager and I did return her call on 7/31/13. [redacted] wanted me to send out a technician back her house and remove the water heater we installed because she claims she paid too much, I ensured [redacted] that the technician did not over charge her and the price that was given to her are within company price guidelines. I also explained to [redacted] that she signed a contract with us and I could not take the water heater back and she wanted a full refund and said I could not refund back her money because she had buyer remorse. I explained again to her that we came out and provided her estimate to replace her water heater and at no time pressured her into replacing it right then that she could have shop around and find something more convenient for her price range. [redacted] then began to give me sob story about her financial situation and how she is on disability and limited income. While speaking with [redacted] for quite some time on the phone, I decided to help her out and gave [redacted] a manager discount and I refunded back her $[redacted], so the total bill was down only $[redacted] and I extended the warranty to 2 years. The posted check [redacted] gave us on 8/2/13 to be deposited came back to us on 8/8/13 showing it was stop payment. We contacted [redacted] numerous times and left messages for her to call the office. We finally spoke with [redacted] on 8/15/13 and why she stops payment on the check and she explained that she did not have the money to pay us because she had other bills to pay. [redacted] then gave us another story about her financial situation and I agreed again to help her out and she could pay $[redacted] month until the balance of $[redacted] is paid plus $** bank service fee (total $[redacted]). [redacted] did agreed to the terms of making payment installments. On 9/10/13 we contacted [redacted] and left a voice message for her to call the office because we have not received any payment. On 9/12/13 [redacted] called the office and again complaining how she/paid too much and the water heater has not been working since we installed it and refused to pay any money. The office dispatch a technician immediately to [redacted] home and to find out the electrical breaker had tripped in the panel and the technician flip the breaker on [redacted] called the office again on 9/13/13 complaining that the water not working again, and again the office sent another technician to her home and the breaker had tripped again. The technician flips the breaker again and recommended to [redacted] she might want to hire an electrician and have them to come by and take a look at the breaker it could be bad. The technician referred [redacted] to [redacted] and they would be contacting her shortly. The electrician came out to [redacted] home on 9/14/13 to trouble shoot the problem and called the office to say the water heater is defective and needed to be replaced. The office contacted the technician and he then went to the vendor and purchased another water heater (new) and installed it. The technician tested the water heater to ensure [redacted] as hot water and everything working fine. On 9/30/13 [redacted] called the office to let us know she will not be making any payments because she is behind in her mortgage $[redacted] and her home is now in foreclosure. [redacted] did at any time say her water was not working fine. I as the manager decided to take legal action and have our collections lawyer contact [redacted] to collect payment. [redacted] received notification from our lawyer on dated 10/04/13 to collect debt that is owned. All of sudden we received notification on 10/09/13 that [redacted] has filed a complaint and the water heater we installed the 2nd time also does not work and claims she has contacted the office which she probably did but not one time ask for the manager or the owner of the company. The water heater that we took out claiming it was defective by the electrician was sent back to the manufacture lab which is normal proper procedures to be check out and tested why the product was defective. The water heater results came back negative and the water heater is good normal working condition with no defects found. On 10/10/13 I contacted [redacted] to inform them of the finding results from the manufacture on the water heater and to let them know there was nothing wrong with it and might want to call [redacted] to inform her she might have an electrical wiring issue or something else. Our company strives to provide the best service to our customers and I believe we have exhausted our efforts with [redacted] and tried to help her out on numerous occasions. We have already proceeded to take legal action against her and our lawyer will be notifying her again shortly. No further requests will be made on this matter and I will close out this complaint and file.

If you have any questions, please feel free to call me. I can be contacted @ my office.

Respectfully Submitted,

Manager/ Operations

DBA- Roto Rooter

Review: About 2 to 3 months ago I ordered "Roto-Rooter Septic Tank & Cesspool Treatment" from this dealer, they stated that would have a driver drop off the product at my house the next time a driver in in the area. About 2 -3 weeks later ,received a call ask if I had received the product I said "no" the their rep stated that the driver left it at my residence 2 days before, their rep then said that she would have the driver that driver call me. The driver never called.

About two weeks later, decided to order septic tank treatment online from [redacted] a little more expensive but at least I would receive it. About a week after that started to receive calls and emails from roto-rooter, ignored most of them because of their failure to timely follow up with a reply. yesterday I returned a phone call, the rep stated that they were charging my Discover Card $60.81, Informed her that I never received the product, she then implied that I was lying and started screaming into the phone, told her to go to [redacted] and hung up, probably didn't hear me because of her yelling.Desired Settlement: Refund

Business

Response:

Our trucks are equiped with a GPS unit that track them by the minute, we pulled a detailed activity report on that vehicle and it shows the service tech arrived at [redacted]t 4:11 PM to 4:15 PM. The original call in from the customer on 11/10/2015 from the customer 4:49pm and the tech delivered the chemical to the customer the very next day. The customer was called and advised that the tech was in route and we were informed that no one would be there and that we were to simply place it on the carport. We were given, by the customer that day, his credit card number and advised that when the chemical was dropped off we had permission to charge his card the amount of 60.81 for the product. The office was unable to reach the customer again, after the chemical was delivered and as a good practice w like to speak with the customer when we run the card to make sure they are satisfied with our services. We were unable to reach hi,. Over th coming weeks several phone messages and emails were delivered with no response. The tech even took it upon himself on two seperate occassions to visit the home and speak with the customer to make sure that he was happy with us since he was not calling us back. He was never able to make contact with anyone. Just to confirm that this tech was at the right location, I had him describe to the last tech that delivered chemical with no issue, what the home and property looked like. the descriptions matched. We then pulled the detail report and saw that the tech had been onsite. We are attaching that report. It was not until the morning of the actual final mesage to the customer and the credit card being run that we finally heard from Mr. [redacted]. He then called into the office, using what can only be described as unprfessional language to the office staff and spoke very poorly of everyone. He then stated that he had been making multiple calls to our office leaving messages and no one called him back. We do not have an answering machine. There is always a live agent answering lines during business hours and we have a live answering service that takes calls after hours. We are very concerned that we have a customer that up until this point has been very loyal. We want to make sure that he contnues to stay a loyal customer as well. On the other side of that token we cannot allow customers to simply claim they never received product and neve return calls to resolve the issues in a timely manner either.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

[redacted] Both attachments to your email were about 3-D printing: nothing about this case.

Business

Response:

Mr [redacted] called and explained that the GPS is only a general location not a direct stop it just isn't that direct. The customer's item could have been stolen but they were not there at the time of delivery and can't be certain it was not stolen or that the truck did not arrive.

Review: I am a 91-year-old widow who was hospitalized for 2 months this winter and am now home with help. On Easter Sunday, April 20, 2014, my daughter, a 65-year-old widow, came to the house to do laundry. She noticed, as the washer and dryer are located in the basement, that there was a very small amount of water on the floor in one area and all of the sudden some water came out of a pipe. She came up and asked me if I had flushed the water, and in fact I had. We knew there must be a small blockage and I wanted to nip it in the bud. We tried to call our builder, but he was unavailable.We then called Roto-Rooter, as that is a known name and advertised service even on weekends and holidays (unfortunately this was both). The man came in and told us he couldn't use a snake and would have to go back and pick up a piece of power equipment which would cost $484 additionally. He also told us he would have to replace the pipes in the basement with plastic for $4800. He even said that the sewage pipe that runs through the front yard went uphill instead of downhill and we had better get it all fixed as soon as possible. He said there would be waste in the basement but he would call a guy and repeatedly said the insurance would pay for it. So my daughter signed the agreement-we both wanted the job done. The cleanup man-apparently [redacted]. works closely with Roto-Rooter-said it was the smallest cleanup he ever had (3 bags) and disposed of the wooden platform I had had built under my washer and dryer. That had cost me several hundred dollars.P.S. The cleanup bill was $798.72, the plumbing bill was $633.60 and my insurance will not pay one penny. Also, the very next morning my builder came to the house and said a simple snake would have cleared the mess, none of the pipes needed to be replaced (imagine-$4800!) and his master plumbers assured him that waste is never spilled into a house-always away from the house. I feel I was grossly overcharged because of my age and have been a nervous wreck.Desired Settlement: For my expenses and extreme aggravation, this is what I would like:-Roto-Rooter to reduce the bill of $633.60 as I feel it was overkill to use the power equipment-Roto-Rooter to pay for the cleanup by [redacted]. as I feel that that was totally unnecessary and they should never have been employed -Roto-Rooter to pay for a replacement platform under the washer and dryer-that was structural damage and also unnecessary as there should not have been waste in the basement in the first place

Business

Response:

[redacted],

This letter is to notify you that I did speak with [redacted] who is the daughter on 5-1-14. She felt that the technician took advantage of her and her mother because of their ages and that she was overcharged. I did explain to her that we do not discriminate against any customer because of age and charges set forward in the invoice are standard book pricing. We do offer a senior discount in which she did receive. The technician conducted a pre-inspection of the problem and he recommended jet work service to be more effective in cleaning the line rather than try to cable the line. He never said he could not cable the line, but during the pre-inspection of the line, the jet service was a better solution for the work that needed to be done. The company has a policy that no work ls to begin or be conducted until the customer sighs the work order authorization, which [redacted] did so and agreed to the terms and conditions of payment. Also a jet operations waiver was signed by [redacted] explaining the conditions of the waiver. The technician arrived with the Jet and tried to access the problem from an

exterior clean out In the front yard but with no success in opening the line, the clog problem seemed to be under the house somewhere and needed to be

accessed from inside the house. The technician explained to everyone in the house that he would have to remove the clean out plug and that the line is under pressure and full of sewage and will back up into the basement area and resulting in a mess. The technician jetted the line and got it open, in the process he removed a lot of grease, sludge and wipes from the line. The jet process does cause water to back out of line but most of sewage came from the line when the clean out plug was removed in order to gain access to clean the line A standard video inspection of line was conducted to determine the cause of the problem and to verify the condition of the line. The inspection showed there is a problem with drainage back fall with the line as it exits the house which was addressed to everyone. The technician provided an estimate to make a repair to the line inside house which is old cast iron pipe and also outside which is pvc pipe, previously replaced by others some time ago. The technician referred/recommended [redacted] in the Richmond area to provide a cleanup service. From my understanding they arrived the same day and were working with the homeowner. We did not hire [redacted] or engage in any contract with them only gave a referral request. I do sympathize with the homeowner and any inconvenience because of sewage back up, but I do not see where she merits any refund because the insurance company will not pay for it, Our company staff strives to provide the best services to our customers and I believe the technician followed all company procedures.

If you have any questions please feel free to call me. I can be reached @ my office.

Respectfully Submitted,

Manager/ Operations

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Please read the letter from [redacted]. I think the letter says exactly what I have been saying all along. Roto-Rooter took advantage of me because of my age and vulnerability, and if you look up Roto-Rooter on the internet, you will read complaint after complaint of similar overcharging and deceit. I agreed to have my 65-year-old daughter sign a consent for the power jet to be used, because we were told nothing else would work. The tech from Roto-Rooter didn't even try the recommended method. I still want the matter resolved by reducing the initial charges of $633.60, canceling the clean up charge of $800 (totally unnecessary), replacing the wooden platform built under the washer and dryer and cleaning the black waste stains from the $3000 wooden ramp in the front of the house. [redacted]. sent out a man on May 14 to check the latter 2 problems and I hope they will resolve that matter. But right now I have no idea if they will step up.

Regards,

Review: Requested an itemized description of a service for which we feel we were overcharged. Called several times with our concerns and received promises someone would call us back, received only one that availed to nothing. Summary of the what was done:Construction workers digging footers for an expanded deck dug down to septic tank (health department plot location was wrong). No damage was determined by county inspector, but there was a small amount of gray water that seeped into a 5' hole.Roto Rooter was called for estimate on the issue. [redacted] gave estimate. Estimate written stated "Customer needs to have tank pumped, washed, and inspected. Need to use confined space equipment." (Free estimate of $1200.00) A week later, a single worker came, pumped half way and stopped because of roots grown into tank. We were charged $345.00 for "located and pumped septic tank,dig fee". (It was the deck builders that located the tank.). Changes to estimate was written: "Found a large amount of roots in tank. Notified customer [redacted] will call customer and set up a date to come out and extract roots." No dollar figure was written on invoice. I had to call to set up appointment.Another week later, two workers came out, extracted roots quickly with a three pronged hoe and pumped tank rest of the way. No confined equipment was used, tank was not actually washed out. Entire work took only about 1 hour. Tank lid was not replaced and roots (soaked with sewage) were tossed on the ground. We were charged $300.00 for root extraction, $325.00 for service of tank, and 1 hour labor ($164.95) for [redacted] labor.All I wanted was a more thorough break down of the charges and acceptable explanation for the charges. We have received the royal run-around.Desired Settlement: Explanation, itemization, and appropriate refund of overcharges.

Business

Response:

Revdex.com

Attn: [redacted]

Re: ID #[redacted]

Our General Manager and Owner, [redacted], spoke to the customer and discussed the work was done and the question regarding the pricing. All concerns were mutually agreed upon. As a matter of Good Faith, and since the customer felt that she had received the run around, we refunded the customer some money on the job. The customer was satisfied with the outcome.

President