Roto Rooter

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,

We have been in contact with Ms [redacted] and came to an agreement to refund their $they had paid us for the service She agreed with this arrangement

Date: Mon, Mar 21, 2016 at 2:29 PMSubject: Complaint # [redacted] To: [redacted] @mybbb.orgCc: [redacted] < [redacted] @***.com>Good Afternoon [redacted] , I would like to offer a refund of $450 back as requested by ***. Please have him contact [redacted] at ###-###-####. Calvin W [redacted] General ManagerRoto-Rooter Services Company ###-###-####

Terrible customer service, finally received a call from the local office, with nothing done, after about 30 days, sales rep Chad is very new and doesn't know what he is doing, they go back and forth on what they are doing, up until the hole was being dug I didn't even know the work that was going to be done...THE WORST CUSTOMER SERVICE EVER.

The service-person arrived on time, is courteous, and very thorough!
He is a very hard-worker
Would recommend

The next day I called Mr. *** to discuss the problemWhen I called I got his
voicemail and I left my name and number and explained why I was calling, and asked him to contact me to resolve this issueAfter waiting most of the day with no response, I called againThis time he answered and I explained what was going on and that I wanted a refund as as the job had not been done correctly the first timeHe told me would have to talk to the first person that did the work and he would get back to meHe then told me the money I paid was for the work that had already been done and it would cost me more to have them come back and fix itAfter a week of not hearing from him I called again, again I got his voicemail and asked him what he had found out and to contact me, but to this day I haven't heard a wordIt seems that their "no hassle guarantee" and warranty on their work means nothing! At this point I thought of taking them to small claims court, but found out, that since they were not located in my county, I would have to file in RochesterI also found out that they only have a PO box number as an address and court can't serve papers to someone that only has a PO box numberI feel they do this because they know it would be very difficult for anyone to sue themIt's because of this I'm asking for your help in resolving this issueThank you for your time and consideration in this matter.The person to contact is,*** *** ###-###-####, my invoice #***

The Roto Rooter headquarters in Cincinnati, OH received a notice of a complaint submitted to the Revdex.com by Rod Coy on 9/28/2017. The letter had a website address for the Revdex.com that cannot be accessed or has moved Please provide a copy of the complaint and MrCoy’s address of where service
was performed. The letter did not include any information about MrCoy except the complaint ID number. We don’t know where he is located or which of the Roto-Rooter locations provided service Regards, Cindy Jones Roto-Rooter Corporation

They were fantasticWas on time, knowledgeable, quick yet thoroughFixed the problems and now we're setThank you!

On Sept2016, (Labor Day Weekend), I encountered a water line issue in my crawlspace at home and I called Roto-Rooter I would like to commend the employees that came to my homeThe first service technician (Terry) arrived and after assessing the problem, he quickly resolved the water issue., Due to the water that was in my crawlspace , water restoration was neededI then spoke with MrChristopher M*** in regards to the procedure that needed to be done..He assisted me with all the paperwork that was requiredIt was a relief for me The service technicians came to my home for the next days to check on the equipment and to ensure they were working properlyThey were Kyle Truby, Chuck Cook, Shawn Tantalo and Matthew I***I would like to say everyone that I encountered with, was courteous, helpful, friendly, answered any question that I had, and above all they were proficient and professionalI would definitely use Roto-Rooter again if need be

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: MrW*** states that the result of the first service visit was not the cause of the second backup, however, the service representative acknowledged that the second backup was caused due to the obstruction by the toilet brush headHad this object been correctly removed on the first visit, then this second backup would not have occurredIn addition, after we requested a quote to clean up and decontaminate the affected bathrooms and office, we were given a quote of $3,MrW*** claims this was a 'reduced price' but we received a much better proposal from another vendor, ***, at a total cost of $1,(our initial claim amount)Needless to say we did not want to hesitate on mitigating the biohazard conditions and accepted the ***'s proposal, nor did we want to continue any business with RotoRooterWe have since incurred additional expenses in order to repair the carpet and drywall for the affected areasAt this point, we are willing to accept a full refund for the second service provided by RotoRooter in the amount of $and cut our losses on the additional expenses incurredWe believe that this would be a fair conclusion to the claim and would prevent us from having to pursue any further litigation
Thank you,
*** ***

Good Morning ***, This job was done in one of the branches I manageI had already approved a refund of $and it was sent out to the customer on 3/7/*** tried clearing the line with a jetter and there was a massive amount of dirt, silt and sludge coming up out of the line so it
looked to him that the line was brokenWe charged them $which was discounted from $and gave them an estimate of $5,to dig up and repair the lineI’m not sure why they are requesting $thoughI show their account only being charged $for the work performed and they should’ve received the refund check by now Let me know if you need additional information or how I can help you get this resolved Thanks

To Whom It May Concern,
I am writing to inform you that we have spoken with our customer at length in regards to this service call several times and fully explained our conditions of doing the repair. This was agreed upon prior to us completig our
repair. We informed them that we would give them a $discount off of the original quote and also provide $worth of FREE service as a good faith measure to address their safety concerns. I also personally spent an hour on the phone with their home warranty company in an effort to help them get reimbursed on a warranty claim. We will not issue any additional refund in regards to this service call.
*** *** General ManagerRoto Rooter Services Company

Good Morning ** ***,
I would like to first clarify that my statement regarding a reduced price for mitigation. My colleague Duane B*** offered to complete the job for $so the price quote of $was not what I was referencing. I am glad you were able to get this issue resolved to your satisfaction with another vendor. I want to also address any misconceptions of my company and our role in the second backup. I will reiterate that my tech did not work with any negligence and did not cause a second backup. It is very possible and highly likely that the line was not fully cleared on the first visit however it is impossible to determine why that happened. I would like to inform you that we wll be happy to refund your service visit of $444. I will get this refund issued as soon as possible .
Regards,
Calvin W***
Roto-Rooter Services Company

After reviewing the complaint that Ms*** submitted to the Revdex.com, I sat down and discussed the matter with Jon, the technician who provided the service to the *** household on 11/ I also reviewed his proposal and invoice for service, and called the ***es to discuss the matter
Mr*** called me back and we had a very nice conversation about the service that was provided and how it failed to meet his expectationsKaty, my office employee, had been impolite to Ms*** when they spoke on the phone about her concerns with her service, and I explained to her husband in no uncertain terms that this was entirely unacceptable I apologized sincerely for the mistreatment his wife received and assured him that I would take the matter up with Katy personally to ensure that it does not happen again.With regards to the complaints that were levied about the caliber of service the *** family received, we had a difference of opinion but respectfully discussed the matter and I believe resolved it mutually The Muncie Sanitary Department employee that came out explained that their sewer was in good condition and not in need of work In the process of our conversation and my conversation with my technician, it was determined that groundwater is penetrating the connections in the clay tile during rain, which is a sure sign that root growth has created gaps in the pipe While the City of employee may not feel that root growth in the pipes and separations in the tile that result in groundwater entering the sanitary sewer is a cause for concern, I respectfully disagreeAt Roto-Rooter, we provide our customers who have the jet service with a 6-month warranty, where we return at no additional charge and clean the sewer in the event that it backs up again When we find flaws in the sewer system like this, it is our responsibility to inform the customer and provide them with a price to prevent future backups Short of repairing their line, I cannot say the line won't continue to get root growth and isn't at risk to back up again at any time, particularly if heavy rain occurs If flooded and their sewer backed up again in months, we would be responsible for failing to inform them of the problems with their sewer tileI very much appreciated the opportunity to hear from the *** family about their experience, because addressing complaints like this personally allows us to find out where we are falling short of expectations and work to improve We didn't do a good job of treating Ms*** respectfully when she called in, which I apologize from sincerelyWhile we may differ on our professional opinion from the City of Muncie's employee that came out, I assured Mr*** that we will honor our warranty and I provided my cell phone so he can call me personally in the event that he has any further problems with his sewer tile in the futureJohn ***
Regional Manager/Owner

Over 65, female, with no water service at 9pm on 3/3/Faucet broke when wateringI requested an outside faucet that was leaking to be replaced Needed $ fitting to be soldered on3-minute jobAnd a $ faucet Advised them when I called in, that I had done this myself, and it was no more than a minute job,...but, that I had a shoulder injury and was afraid I couldn't complete itI already had the water shut off for them(I have had apartments since 1996) They arrived at 8am next day, and he started selecting pictures on his company IPad, for T's and Elbows, and more And told me he would have to carve out a circle hole about 1ft wideThe faucet was properly exposed with the inch surrounding holeOf course, he said I had to replace the hole he would make in my outside wallThat they weren't responsible for damage, and repairs...just the plumbingWhen I asked him what was he doing, he said he was figuring estimated price He said $to $I objected and told him that I KNEW I didn't need ALL those pipes/fittings that he was selecting and he argued that I didI told him I couldn't do that, and that I only needed about $at the most for faucet/fitting and minutes to sweat the pipe and get water He left upset He called me on a phone that caller I.Dstated *** The number didn't even say the right name, and they never called back to let me know that they or someone else was coming out...but THEY SENT HIM, AND REPRESENTED THEM!! For identification purposes only...Think he was Hispanic , male, semi-dark tan look, about 35-yrs of age, about 5'9" and 165# max, dark hair Because I had NO WATER SINCE THE NGHT BEFORE, I THINK HE THOUGHT I WAS DESPERATE, AND WOULD JUST PAY WITHOUT QUESTIONING BILL, and, because I am a senior citizen, I am an easy mark BEWARE SENIOR CITIZENS I got a soldering kit (complete with everything) for $at *** on Granada Blvd, in Ormond Beach, and a $copper coupling 1/" long, and an $outside faucet It took minutes for me to fix it, (sweat the pipe) and have water back on NO LEAKS, EITHERHum, $versus $250?

I tried to attach docs but it only allowed

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Our branch manager, ***, contacted the customer and this issue has been resolved to customer's satisfactionWe refunded her the $requestedThank you

Although I can understand your frustration with us not being able to open your line we did make an attempt to do soWe were called out and quoted to unclog the drain with conventional cabling methods of $We attempted to unclog it for 1-1/hours and had no successWe then suggested a high
pressure water jet at a cost of $The charge is a minimum for the equipment, whether we open the line or notIf we had used a camera first we would only see a black screen due to the fact the pipe was holding waterWe used the camera with a locator option only to determine how far we were getting out before reaching the impassable area due to the fact the pipe was overwhelmed with pencil sized roots and was un-cleanable
We then provided an estimate to excavate and replace the line in question and were declinedWe only charged $including tax which was for the location of the area where the excavation needed to start which is normally $plus taxWe are very sorry that you are not satisfied with the outcome of our serviceWe do not have any record that you called to complain about the services we provided until we received the letter from the Revdex.com
Sincerely,
*** ***
Manager

Although we do not agree with the claims, we will refund the customer $pending her response to our phone calls and emailsThank you