Roto-Rooter Services Company Inc.

Review: On October **, 2005, our basement shower backed up with sewer waste. The technician snaked the pipe and indicated that the entire pipe from the home to the sewer connection needed to be replaced. This was done on 11-*-05. The $361.52 was supposed to be deducted from the pipe repair bill but was not. This should have solved the problem. However, on 1-**-12, they came out again for the backup problem and charged $424.13. According to the technician, the work he did to remedy the issue would last a long time. Again on 10-**-13, the same technician, [redacted], came again yet again for the same problem and I was charged $436.69. He indicated that the problem was that the initial repair was not done properly and there was Orangeburg pipe that was inferior and broken that should have been replaced at the time of the repair. The entire line of pipe should have been replaced but was not. Because of this broken pipe, roots were invading the pipe and the toilet paper that was flushed was getting stuck on the broken section and causing a clog and backing up into the house. Not only did the house smell like feces but it was an unsanitary, unnecessary mess that should have and could have been avoided had the job been done properly in the first place. The second and third cleaning would not have been needed had the job been done correctly. I left a message for a manager to call the day of on 10-**-13 and it took him two days to return my call and was impatient in listening to the issue. On Wednesday, October **, a supervisory technician was sent to look at the pipe. He agreed that the pipe should have been replaced. He said that the manager would get back in touch with me regarding the issue resolution. It has been a week and no one has called. Roto Rooter is supposed to be known as a reliable company that does good work however in this case they did not. I know that there is a five year warranty on the work done, however the proper work was not done and this needs to be remedied. Westchester County, NY branch.Desired Settlement: Refund for first cleaning $361.52 Refund for second cleaning $424.13 Refund for third cleaning $436.69 Replace Orangeburg pipe at company's expense

Business

Response:

This is a branch in New York. This is not one of our branches. Please make sure this is taken off our franchise

Consumer

Response:

I received service through the Westchester County, NY branch. I am on vacation but will forward you the receipts as soon as I get back. Please do not close this complaint. Thank you.

Business

Response:

The repairs provided by Roto Rooter in 2005 were specifially for a 4' section in the front cusotmers front steps at her home in Mohegan Lake. At that time, that was all that needed.

On 1-**-2012, we where called to the customers home as there was a MSL (Main Sewer Line) clog due to a bloackage. We cleared the line with no issue and the customer paid in full with no concerns.

10-**-13 we were called back to property to clean out the MSL again. This time there was signifiicant blockage closer to the home. We cameraed the line and gave an estimate to repair another portion of the pipe for $6900 as it was inside of where we repaired provioulsy and not related.

We are denying the customers claim against us as we are not liable for the entire pipe from our spot repair back in 2005. THe two issues are seperate.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: