Roto Rooter Plumbing & Services

Revdex.com: I have reviewed the response made by the business in reference to [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.My initial contact with roto rooter was the request for the free estimate, in my second contact I pointed out to them that they never completed my initial requestThat is why they sent out the two technicians for the second visitWhy would I need a free estimate AFTER already having someone out to look? Also, they did not clear the line at all, there was absolutely no change between the time they arrived and the time they left, or any point thereafterThe technician simply asked if the toilet flushed, which it did even before they came out, so that's not a measure of anythingIn all of this backtracking and attempts to charge for unnecessary services, they missed the ONLY problem which was a missing drain cap on an unused portion of the pipeIt was very obvious, and with a little looking (even without clearing the water) I was able to get pictures of itThe reason I'm displeased is because not only did they not do anything that a reasonable person could consider a service, they also tried to tell me that I needed certain repairs which were completely unnecessary and egregiousReplace the whole system over a missing cap? Are you kidding me? This is an absolute and obvious scam, that will be apparent to any rational person after seeing the factsAnd until this is resolved I will continue to tell everyone I can about this scam so they don't get taken advantage ofCost was not my concern, efficiency wasIf you need to replace the entire sewer system under the house and out to the alley just to fix a problem caused by one missing cap, then you are grossly incompetent at the very least! Regards, [redacted] ***

Our technician arrived at the property and assessed the situation as follows: The crawl space was flooded with sewage due to a blockage in the main sewer line combined with deteriorated drain lines that were not sealed correctly inside of the crawl space area Our technician recommended a professional restoration service be contracted to extract waste and sanitize the crawl space so a thorough and complete diagnostic and repair process could be completed on the plumbing system without having someone crawl through unsanitary conditions Cost for such a service was an immediate concern to the customer The main sewer line was temporarily unplugged for a charge of $in hope that the customer could at minimum have a functioning toilet without adding to the mess in the crawl space with each flush, while he took a day or two to consult with family members on acquiring funds for the permanent repairs that were without question going to have to be made Within a day or two the customer contacted our dispatch center requesting the "free estimate" for repairs on the system Two of our technicians returned to the job site and found that the crawl space mess had not been dealt with at all Again, an emphasis was made by our technicians that the crawl space had to be cleaned before our company would proceed with any further diagnostics and repair work Again, the customer expressed concerns about not being able to afford professional services to complete the work Our technicians left the premises and did not charge for the 2nd visit The customer never contacted us beyond the 2nd visit with any complaints, updates, nor request for additional service This complaint from the customer through the Revdex.com website obviously states that repairs were made by the customer and a family member at some later date

I don't consider a plumbing problem in a crawl space that requires two people and hours of labor a simple repair Perhaps minutes or less for person would be better classified as a simple repair Your report does a nice job justifying our position as a professional service provider so thank you for that I am also waiting for a response explaining how the sewage mess in the crawl space was handled in order for you to safely enter the area Did you have the sewer line camera inspected to determine how thorough of a service was performed to prevent recurrences in the future? Also a response as to why our company would have been expected to diagnose and repair on the 1st or 2nd visit without you taking responsibility for creating a sanitary and safe work area as our technicians explained in detail two different times?

It appears that this customer has agreed to a $250.00 refund through our corporate office.  The check will be mailed out within 48 hours.

Revdex.com:
I have reviewed the response made by the business in reference [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is true. I paid $829.50 for a service that was half done right and half that was not. The simple refund [redacted] is proposing is 68% of what I paid Roto Rooter and [redacted] . I paid $365.00. $230.00 just for Roto Rooter to dig the hole, $135.00 for the riser and lid.   Why would I take $250?  I guess this is a "Simple Refund"The main issue was and still is the improperly installed riser that is not setting over the hole in the septic tank. It is off center and  allows dirt to fall into the tank. An issue that [redacted] agreed will need repair when he was at my home. The riser itself is 2" below grade, which has absolutely nothing to due with a septic tank that may or may not have settled 22 yrs. ago? So many excuses after the bill was paid. Where's the pride in workmanship?[redacted] ask me several times what would it take to make me happy?I replied several times that all I wanted was Roto Rooter and [redacted] to repair and replace this the riser.That is all, Do the job you were hire to do. That is all I ask. Nothing more, nothing less. Something you would expect from a company that has been in business as long as Roto Rooter.This is when I was offered a portion of my money instead of [redacted] doing the right thing and doing the repair.No "false accusations and misrepresentations" Just the truth!

The customer did not pay $829.00 for a riser installation.  He paid $829.00 for a complete service of his septic system including electronic location of the tank, hand digging 2.75 feet deep to expose the lid, pumping and disposal of the waste, and then finally a riser...

and lid installation.  There were no "bribes" offered for anyone to "go away".  The extra drama and misrepresentations in the customer's statement illustrates why a simple refund would have been the most fitting solution to resolve the issue.  The customer was completely unwilling to discuss the possibility of a refund for the riser and lid installation.  He became very angry when I suggested that a refund would be the best solution and would not allow me to explain why.  Instead he hollered and swore at me to get off his property multiple times as I walked to my vehicle.  When I arrived back to my office our dispatcher informed me that this same customer called and proceeded to use profanity in a very angry tone demanding to speak with the owner of the business.  He also related to the dispatcher that the two is they sent tried to bribe him with a hundred dollar bill.  There are numerous factors that can allow for a dissatisfied customer to become even more offended and critical of a contractor's work through the course of a repair involving sod cutting, dirt removal, and setting a septic riser/lid at perfect elevation, tilt, and appearance in relationship to their carefully manicured yard.  Authorizing a pair of employees to disturb this man's lawn a second time and expecting them to meet his precise expectations was not realistic, based on his comments and attitude.  His grass depression around the septic area appeared to be affected by other factors aside from the September 2014 riser installation.  The septic tank is not level and shows signs of settling.  I will take responsibility for my technician's less than perfect riser and lid installation, but I can't be responsible for another contractor's septic tank installation and 22 years of natural soil settling around the septic tank. I am very willing to offer a full refund for the lid, riser, and installation labor on this portion of the service to close this matter, but I am not comfortable with the false accusations and misrepresentations which have been written by this customer to question my character and the competency of my business.

Revdex.com:
I have reviewed the response made by the business in reference to [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.My initial contact with roto rooter was the request for the free estimate, in my second contact I pointed out to them that they never completed my initial request. That is why they sent out the two technicians for the second visit. Why would I need a free estimate AFTER already having someone out to look? Also, they did not clear the line at all, there was absolutely no change between the time they arrived and the time they left, or any point thereafter. The technician simply asked if the toilet flushed, which it did even before they came out, so that's not a measure of anything. In all of this backtracking and attempts to charge for unnecessary services, they missed the ONLY problem which was a missing drain cap on an unused portion of the pipe. It was very obvious, and with a little looking (even without clearing the water) I was able to get pictures of it. The reason I'm displeased is because not only did they not do anything that a reasonable person could consider a service, they also tried to tell me that I needed certain repairs which were completely unnecessary and egregious. Replace the whole system over a missing cap? Are you kidding me? This is an absolute and obvious scam, that will be apparent to any rational person after seeing the facts. And until this is resolved I will continue to tell everyone I can about this scam so they don't get taken advantage of. Cost was not my concern, efficiency was. If you need to replace the entire sewer system under the house and out to the alley just to fix a problem caused by one missing cap, then you are grossly incompetent at the very least!
Regards,
[redacted]

Our technician arrived at the property and assessed the situation as follows:  The crawl space was flooded with sewage due to a blockage in the main sewer line combined with deteriorated drain lines that were not sealed correctly inside of the crawl space area.  Our technician recommended...

a professional restoration service be contracted to extract waste and sanitize the crawl space so a thorough and complete diagnostic and repair process could be completed on the plumbing system without having someone crawl through unsanitary conditions.  Cost for such a service was an immediate concern to the customer.  The main sewer line was temporarily unplugged for a charge of $200.00 in hope that the customer could at minimum have a functioning toilet without adding to the mess in the crawl space with each flush, while he took a day or two to consult with family members on acquiring funds for the permanent repairs that were without question going to have to be made.  Within a day or two the customer contacted our dispatch center requesting the "free estimate" for repairs on the system.  Two of our technicians returned to the job site and found that the crawl space mess had not been dealt with at all.  Again, an emphasis was made by our technicians that the crawl space had to be cleaned before our company would proceed with any further diagnostics and repair work.  Again, the customer expressed concerns about not being able to afford professional services to complete the work.  Our technicians left the premises and did not charge for the 2nd visit.  The customer never contacted us beyond the 2nd visit with any complaints, updates, nor request for additional service.  This complaint from the customer through the Revdex.com website obviously states that repairs were made by the customer and a family member at some later date.