Roto Rooter

Contact Name and Title: [redacted] Office Manager
Contact Phone: [redacted]
Contact Email: [redacted][email protected]
Left serveral messages for the customer and they never returned any calls to resolve this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be...

satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Good Day, According to my father a payment was sent and now I am stuck with cutouts in my shower.  I consider the matter resolved for the overcharge.  I am going to cover the retiring and repair since my father called them. This matter is fully resolved.Thank you
 [redacted]

We have already been in contact with this customer. I realize he is not happy about the owners decision perhaps doesn't understand but these charges are justified and the issue has been address. The customer will not be receiving his money back because we did do the work. I am attaching the...

correspondence for your convenience. There are 3 attachments Sally K[redacted],Office Mgr. - [redacted]
[redacted]

We have been in contact with Ms [redacted] and came to an agreement to refund their $244.00 they had paid us for the service.  She agreed with this arrangement.

Initial Business Response /* (1000, 5, 2015/10/30) */
Left message for [redacted] to call me, our standard warranty is 6 months or 1 return visit.
through a proper access. Waiting for customer to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/30) */
(The consumer indicated he/she...

DID NOT accept the response from the business.)
We have tried to contact the manager numerous times. I posted a review on Yelp, which received a response from another manager who seemed to want to facilitate a resolution. He gave us a name and number of manager for this area. My wife tried twice to call and was told that the managers were a t a "managers conference" and would not be available until the 29th of October. I posted this information to the dialogue on Yelp, and the other manager [redacted], gave me the phone number for [redacted], the manager for this area. All calls to [redacted] have gone to voice mail, without any returned calls. This morning, I asked [redacted] on the Yelp dialogue, why we are the ones who facilitate contact with his manager, because I work, and I presume his manager does too and thought he should be more proactive about customer satisfaction for the company. He wrote that he would forward that ,and that is where it stands at this point. Many attempts to contact the proper people, but unfortunately, with the exception of [redacted] it has been mostly one way communication.
Final Consumer Response /* (4200, 11, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] thinks spending between $6-8000 represents "a solution". My advice to people who live in older homes is to avoid calling Roto-Rooter. His comments about "education " are a cover for an unprofessional employee. In [redacted]'s scenario, an employee who whines about what he can't do for 20 minutes equals "educating" the customer. Fortunately, Roto-Rooter does not have any special corner on the plumbing market. They represent yet another service where the goal is to convince people to throw money at the job. It is a sales pitch.His tech offered to remove the toilet for $465 (on top of the $235 call charge), and then an additional $465 to run a camera into the line, where no doubt he would have arrived at the conclusion that we would need to spend an additional $1200 to have the line jetted. It was indeed an education, but not the way [redacted] would like to have it characterized. Avoid Roto-Rooter. They won't be able to clear roots out of your line, but they will definitely find a way to clean money out of your wallet.
Final Business Response /* (4000, 13, 2015/11/04) */
Thank you, again you have a 6 month/one return visit warranty, and your line is clear. Your welcome.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Calvin, Your details of what took place are completely false. The only discussion about price was that it would cost $1,100 to jet the system. At no point did Carlos say after 2 hours there would be an additional charge and at no point did Carlos reiterate at the 2 hour point that there would be an additional charge. If that took place we would not be having this discussion; and to make my point further, I told Carlos we were done and he could stop. 15 minutes later I found him with his camera down another drain that had nothing to do with the first drain and I immediately asked him what he was doing and if it was going to cost me money he could stop now. He said it would not cost any thing extra unless he had to do something. I made it perfectly clear I wanted nothing else done. 
 My credit card was charged at 10:39am for $1,600 immediately I asked Carlos why it was $1,600 and that he told me it would be $1,100. at this time he told me it was based off time and that the company watched everything they did, then proceeded to show me the GPS under his dash. I would recommend you speaking with Carlos and asking him to again explain to you what took place and if you guys are watching every move your techs make like Carlos tried to insinuate review the drain camera footage and see him entering another drain that we did not need anything done.Not only are you unrighteously charging a customer and not being upfront with them you are charging for an extra hour that was never used. Carlos showed up at 8:15am as I mentioned before he on his own, after we told him we were done, decided to camera a drain that was not even connected to the others and spent 15 minutes on that(unauthorized) then spent 15 minutes writing up the paper work before my credit card was charged at 10:39. 
To sum up, let me be clear. At no point did Carlos say there would be an additional charge for time spent over 2 hours. But with that said from the point we told Carlos we were done it was not over 2 hours. On his own will and unauthorized he decided to look down another drain (thats not even connected to the other one) and on his own he spent 15 minutes on paperwork prior to my card being charged at 10:39am. So please explain what you are charging me for?
Regards,
[redacted]

Spoke to the customer on 8-16-16 at roughly 3:50pm and apologized for the service that he received. Customer seemed satrisfied at that point with the resolution

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. Thank you for allowing us a forum to reach an agreed upon solution without unnecessary expenditures in cost, time, and aggravation. 
Regards,
[redacted]

We in no way took advantage of this customer. If the party complaining felt there mother wasn’t...

competent to make a purchasing decision they should have made it for her. .Anyone can find things on the internet cheaper. Is it the exact make and model? Does it include state sales tax and shipping? We make up our parts a standard 25% the way we lowered the price to the customer was offering a 1/2 hp disposal instead of a 3/4hp disposal. Our rates are what they are to everyone and we did not take advantage of someone due to their age.

We will not be issuing a refund in this matter!

We did excavate the line in question and did this from the back water check valve towards the school. The line was replaced with ABS. We did offer to line the pipe with the MaxLiner product which comes with a 20 year guarantee (the ABS solution comes with a one year warranty), however Mr. [redacted]...

declined the MaxLiner solution. We completed the work per the contract:  We dug to the tie-in with the city at the property line, however Mr. [redacted] is under the impression the tie-in with the city is at the manhole, 20’ in the street. When we informed him we were done with the asphalt and the concrete he brought up the additional 20’ which was again explained to him that this would be an additional cost over the $12,500.00. We have tried to contact Mr. [redacted] to resolve the issue and our calls were not returned. When we followed up for payment he insisted the project was not complete but in reality it has been completed. Mr. [redacted] has shared an express interest in our completion of the project, and has indicated he would pay for this additional service.  We would be more than happy to assist him; however we must receive payment for the initial phase of the project as the work was completed some time ago. Thank you.  [redacted]| Director of Sales and MarketingHoffman Southwest Corp. | 23311 Madero | Mission Viejo, CA 92691T: 949.380.4161 ext. 1013 | C: 949.324.3966 E: [redacted]@hswcorp.com | W: hswcorp.com

The phone number for the [redacted] Roto Rooters is tel:###-###-#### and the address is  [redacted] PA [redacted]

Mr. [redacted] disputed his credit card charge for our services, of which the Phoenix Branch received notification on December 21, 2016. There was no explanation as to why the dispute was being made; nor did the Branch ever receive a call from Mr. [redacted]....

As a result, without knowing why the charge was in dispute, the Branch charged back the amount due on December 22, 2016. It was disputed by Mr. [redacted] once more, and we have since submitted the amount due to collections. Additional charges reflect collection fees.  Until the Revdex.com complaint was filed we were not informed of Mr. [redacted]'s specific concerns. He states he called to discuss, but the Branch has not received a call. If Mr. [redacted] would like to call the Branch Manager, [redacted], to express his concerns directly, that would be the best course of action at this point. Mr. [redacted] may be reached at ###-###-####. Thank you.

Initial Business Response /* (1000, 8, 2015/05/11) */
To: Whom it may concern
From: Roto Rooter
As per the complaint, we do offer a 30 day warranty on Drain service for Commercial businesses, so as for the $300 charge, that should have been done under warranty. As for the bill of $1,735...

this was an additional job of pumping your septic tank, grease trap and additional services. I will deduct the $300 from the $1,735 job we performed and reduce the amount owed to $ 1,435.00.
Thank you
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Job about plumping septic tank and grease trap is additional job because when I consult with technical why drain it's always struck and can't flow down, one reason possible come from tank almost full then I accept to take it out but after they take it out, it's still flooding in the kitchen on the next day and once more thing I have confident this business not honest because the first time he check septic tank and grease trap, they said tank it only 1,000 gallon and another only 500 gallon but in the invoice said once tank is 2,000 gallon NOT 1,000 gallon as same when estimate, I never mind if I have to pay more but I should be accept and know about that before, he pluming 2 tanks before I'm in the restaurant. It's no fair if I have to pay double, I should be know and accept that but he didn't call me or waiting to ask me first. After did it the job, my pluming drain still have the problem then why I have to pay this bill? Discount it's not enough for this business, you should be training employer have to honest customer NOT JUST want to make money for your company and not care customer. Then I still keep avoid this bill and I think, I should be not pay anything to this business.
Final Consumer Response /* (4200, 20, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My point I complain Roto-Rooter not honest for do business because on bill $1,700 include specter fee and maintained pump at 2 tanks, my point I want to tell you. Your staff know verything before come back on another day, know about size tank and tell me about estimate price because maintained price calculate from gallon tank. He told me just 1,000 gallon and 500 gallon for another once but when he come back and do the job done. Invoice show up 2,000 gallon for once tank! I want to tell your manager for this company if you tell customer about price but when job done, customer have to pay double because tank bigger than when you estimate, you should be ask them first???? You have my phone number for contact or should be waiting for me said yes first. And how about specter fee I paid that for what??? You specter and check everything and tell me already but when job done, tell me I have to pay more double price, It's not fair. This's I want to tell you, you company and your staff not to honest do business and I won't recommend to anyone.
Final Business Response /* (4000, 18, 2015/06/04) */
To whom it may concern:
Clearing a blockage in the kitchen drain line, was under warranty. Hence the credit for the second charge. The customer then requested for us to Pump his septic tank and Grease trap, two completely unrelated jobs, from the initial backed up drain. We returned on a separate visit to pump the 2 tanks these tanks are required to be pumped and maintained.
Thank you
[redacted]

In response to the complaint from [redacted], we issued him a check for $1,500 to pay for his damages on 11/26/14.

Good Morning Sir,
I am writing in response to your pricing complaint for work performed at your business.  I have reviewed your service call and I have spoken with the technician Carlos and his supervisor Duane regarding the issue.  I spoke with Carlos and he informed me that he...

was very clear that the first two hours of jetting would be $1150 which is our standard price for all customers.  We charge $500 per hour for each additional hour of service.  Carlos informed me that at the two hour point he spoke the on site manager/owner and reiterated to you that any additional time would be at the rate of $500 as previously discussed.  I would recommend speaking with the decision maker who was on site that gave us these approvals. Calvin WGeneral ManagerRoto-Rooter Services Company ###-###-####

Today Mr. [redacted] spoke directly with our Branch Manager, [redacted], and they mutually agreed to split the total amount owed ($240) - Mr. [redacted] will pay $120 and we will consider the invoice paid in full. Further detail from an email sent by Sheila Joy on 3/31/17 at 9:15 a.m. PDT is detailed below:Mr. [redacted],Our Branch Manager, [redacted], informed us that he spoke with you this morning and you have mutually agreed to a proposed resolution regarding payment due for Roto-Rooter services. Per Mr. [redacted], you have agreed to pay $120, which represents 50% of the total amount owed ($240). According to Mr. [redacted], you also request that we discontinue our attempts to collect payment through our collections department, and you will then pay the $120 owed, in full, via credit card. Please reply “all” to this email with confirmation of this resolution. Once we receive your email agreeing to these terms, we will immediately discontinue attempts to collect the amount due, and you will call Mr. [redacted]’s office at ###-###-#### with your credit card information to pay the $120. At that time we will consider your account paid in full.Thank you.[redacted]
[redacted]
[redacted] 
[redacted]

Revdex.com:
150%;">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,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
first of all the sewage spill was minor. I could have cleaned it myself and offered to do so. But plumber said it wouldn't cost me anything!  when the contract was presented to me it had a notation of cost as "TBD".  I asked how much it was going to cost and he said 1500 to 2000. I trusted him and he said it still would not cost me anything. my deductible was NEVER discussed.  I feel the company saw an elderly lady and took advantage of my trust.  I want my deductible returned as good faith that they aren't cheating the senior citizen population.

08/06/16 Ticket 18835221Drain Technician [redacted] Charged $424.65Also, discussed and called in a request for Water Restoration due to almost the entire basement having Category(3) sewage water on the floor.[redacted] was sent to inspect and discuss options with Ms [redacted]. It as decided the...

best option was to run the claim with the insurane company.Every customer including Ms [redacted] are told that they are responsible for their deductable. In this case The deductable was Roughly $2,500.00Roto-Rooter uses the program Xactimate which uses pricing averages to report costs of Jobs this is the program all insurance company use for estimate and not Roto-Rooter pricing. I have attached the Xactimate along with the Water Restoration Extraction agreement and all additional paperwork which Ms [redacted] signed off.We will contact Ms [redacted] and try an help out any way possible

Revdex.com:
I have reviewed the 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.
I spoke to Mr [redacted] via phone on 3/24. We discussed the experiences that I had with the initial charges and work, follow up reviews done by the local team there at Roto Rooter, the issue with communication between corporate and his local branch. They have two telephone contact numbers on their receipts, one for main corporate and another for a local branch. I had been speaking to individuals from the corporate number that never escalated my issue to the local branch. This was several phone calls where no one ever mentioned that I talk to the local branch.Mr. [redacted] asked me how I would like this to be resolved, and I reiterated that I wanted the charges that were sent to collection to be revoked. We should just move on based on the number of mistakes and poor experience that Roto Rooter provided. I have not heard from Mr. [redacted] since the 24th and he stated he would contact me on the 27th, after his assistant did some further review.Thanks!
[redacted]