U S N Communications

This customer did schedule online 2-28-and
requested service for 3-1-in the morningThe office never dispatched anyone
to the homeThe office would have if the main was plugged or if the homeowners
installed the clean outOn tre morning of 3-1-our office manager called ard
left a
message on Joanne's cell phone that we could service them but if it is
plugged under the floor we need a clean out in the stack to properly clean the
pipe(attachment C)This home has a past history of Heavy, Heavy roots under
the floor (attachment A & B)In December of we actually serviced this
home twiceEach time we suggested installing a clean out in the stack so we
could run a bigger cutter and make the pipe stay open longer (attachment A
& B)The customer states she was never told any of this but we have
invoices signed suggesting bigger access and suggesting a cameraThe camera
would tell us what that hard spot was and where there more rootsIn we
even came back a 2nd time without charging any fees (attachment
B)There was no warranty so a fee was justified but we did not charge anything
in order to keep the customer happy.The only access to clean the underfloor was from a
floor drain, which has a trap, which our technician could only use a 3"
cutter onIf there was a clean out in the stack then most of the time we can
run aspring steel 6" blade through the pipe, which
would keep this drain flowing twice as long or maybe moreThe other issue was
that in our technician's cutter and cable were getting stuck on the roots
or a default in the pipe, to the point le almost did not get his cable &
cutter backAs a business owner I should be able to decide which jots are
right for me and my technicians to perforrnThis job could be a potential, loss
for my company, which I am not interested in.This customer has stretched the truth at every turn
and I am very happy I decided not to provide service to her homeImagine if I
did provide service and something went wrong like: My cable was stuck or broke
in the drain or we couldn't get the pipe open and then the customer refused
payment or took me to courtThe crazy thing about this job we never performed
any service, charged any fees but merely suggested a way to solve her
continuous problem with her pipeSomeday's I wonder what is wrong with people
I even gave her a competitor; name to help her in her situation.At this time I am not willing to modify my
advertisingI apologies for not trying to satisfy her desired outcome but some
customers I don't want: and she happens to be one of themI wish the Revdex.com
offered a site where we could list complaints about weird/bad customers that
businesses should be careful in dealing withI would defiantly sign up for
thatRoto-Rooter has been providing service in the Milwaukee Metro erea since
Due to our good name and longevity seventy five percent of our work comes
from repeat customersAt Roto-Rooter we strive to satisfy all of our
customer'sOccasionally we hate a disagreement but we can find a happy medium

See Attached

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.
I am glad I will no longer do business with Roto Rooter.  The camera and drain were mere "suggestions". His tech was rough with his equipment. I ended up getting my own drain snake and was able to clear the clog on my own for less than what it would have cost me to have them or the competitor come out. The amount they were charging for the camera and downspout was more than what I could ever afford.  Coming out less than a week after you clean the drain should warrant a "no charge', it means you didn't do your job properly in the first place. No message was ever received on my phone, my husband had to CALL and be told that no one would be coming.   The comments given by the business owner are uncalled for, and highly unprofessional.  I seek no other resolution to this complaint, other than to know not to trust Roto Rooter, no matter how long they have been in business.  
Regards,
[redacted]