The Rooter Guys

Review: Services were good. It is like pulling teeth to get them to write down what and why they are charging us.The insurance company required an itemized statement in order to pay them. They all but refused to do that. It has been one argument after another trying to get them to do the right thing. We are in the process of trying to pay the balance of what we owe. And, they want us to write the check to an individual rather than the conpany. They argued with the insurance company about every invoice they wrote. It seemed that that they preferred an argument over doing what is required in order to be paid. We ended up doing the itemized statement ourselves. This company flatly refuses to write down what we needed in order to pay them. We are constantly on the phone trying to get them to understand that if they want to be paid, they need to give us a statement. It is like they don't understand! We have been threatened daily with lawyers. I don't understand why they cannot be professional and just do the right thing!!! We have just been threatened again because we want to write the check to the company NOT [redacted]. What in heavens name do we do?Desired Settlement: We want 50 percent of what was charged in refund for the stress and mental anguish they have put me through. It's like dealing with the mob. They should not be in business if they are going to threaten their customers.

Business

Response:

I am sorry that they feel they have been threatened in any way. We have sent their insurance company all itemized documentation so that they could be reimbursed accordingly. We also waited for final payment of $14500 until today after po they received their insurance payment. There final payment to us was just received and it was written to The Rooter Guys. They have received a copy of all contracts that they have signed with detailed description of all work performed.

Consumer

Response:

I am rejecting this response because:The insurance adjuster tried desparately to get The Rooter Guys to understand that the Invoices/Work orders they provided were unacceptable. They needed the work detailed/itemized. [redacted] sat down with the plumber for 2 hours trying to get him to understand that an itemized statement is what the insurance company needs. [redacted] finally had to put the statement together for him. If the company forwarded an itemized statement to the insurance company, they did not receive it. Nor have we. What was received was an excel spreadsheet prepared by [redacted]. The insurance company's adjuster was asked by her superiors if she could further negotiate with the Rooter Guys. She replied that it would do her no good to even try. We spent two weeks trying to get them to understand that and itemized statement would get them paid much faster. They insisted that what they provided, their work orders, was adequate. Those work orders were rejected. Hence the request to itemize the work out so the insurance company would accept it and process the payment. We just don't understand why it is so hard for The Rooter Guys to put an itemized statement together. I have attached an example of what the insurance company received and found to be unacceptable.

Consumer

Response:

I am rejecting this response because:I don't feel that this lack of professional savvy is not that of just one of the employees/owner/supervisor. As an owner/Supervisor, I expect that person to be the one to provide the physical accounting of their employees. Unless the plumber is also charged with providing physical accounting of charges, as well as the doing the physical work, I see no reason why it shouldn't be done by someone with this type of training. The owner/supervisor provided no results on his own, when contacted about this issue. He turned right back to the plumber, who continued to be reluctant and argumentative. We received a phone message over this past weekend to provide proof to the bank that the last payment by check was signed by the the owner of the bank account. This request was made AFTER our check had cleared the bank on Friday. I can't imagine this company succeeding in any way shape or form with the business practice. Badgering the customer for payment, not providing accurate accounting of the work performed, and leaving the so called dirty work to the plumber. I was asked by our insurance company why I was paying them before the work was done. The insurance company had not encountered a business like this before. It has always been, do the work send itemized statement to insurance company, pay company. Do you know of any one person that has over 30k to pay someone for these types of services? I have asked around. This is NOT the way it is done by any reputable company. Thought great plumbers and workers, Until their business practices improve, I see no reason to recommend the Rooter Guys to anyone. I beginning to think that I have been had. I am beginning to feel that I was grossly over charged for the services rendered. Their refusal to give us and the insurance company an accurate accounting of the work performed. That does not sit well with me at all.

Business

Response:

I am sorry that you feel this way. And I'm am still confused as to why the insurance lo company would reject any itemization. It is fairly simple... It us parts, labor, subcontractors, and repair. I am not sure what you are referring to when you mentioned the owner supervisor referring to plumber while he argued. In regards to collecting payment before job was done... We collected payments as each separate job was completed. Your job was broken into multiple jobs and payment was due upon completion.