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,
*** ** ***
Customer is getting a copy of their video from other company and we will compare it to ours and get back to her. Other company had got back more roots.
[redacted] spoke with customer she said when she had HD put the new heater in they told her the gas was not on is why the heater woould not light. Refunding her money.
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.
On December 7, I spoke with [redacted] via phone regarding the matter. He eventually offered me another**% off of the labor or $**. I accepted, but still told him I felt it should have been off the entire [redacted] as that is what I had believed I would be receiving from their ad and the rep I spoke to regarding the eventually 9 hour delay in service. He said I should have the check by the week of December 15. I spoke with Mr. [redacted] again yesterday (12/18) and was told the check was delayed "because of the holidays" and that it was going out in the mail "tomorrow" (12/19) and I should see it next week. He said if I don't receive it, I should contact him again. If I have to call him again that would be the third time calling him regarding the matter and a total of five times calling Roto-Rooter since I paid for the service on November 25. I don't see how under the circumstances they can describe me as "satisfied" since I have not received anything yet as a result of the calls and my complaint.
Regards,
[redacted]
[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....
If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].[redacted] from Roto Rooter called my mother to apologize for the technician not explaining Roto Rooter's policies concerning toilet repairs. While a cheaper part replacement may be available, the company's policy is to always rebuild or replace the entire toilet. While I don't agree with the company's approach to these repairs, I will consider this issue resolved.
Regards,
[redacted]
[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:Although I accepted the resolution, I take exception to Mr. [redacted] watering down of my original complaint. I was promised a time between 11 a.m. and 3 p.m., but after several updates and arrival times the actual time their person arrived was approx. 7:30 p.m., 9 hours after my initial call. Fact, the 20% discount was offered only after I was told at 5:20 p.m. that a person would arrive at 5:50 p.m. I had to call back at approx. 6:40 p.m. to be told it would be another 45 minutes. At that time I complained and the rep gave me the discount, which the person who arrive initially refused to honor until he realized how long I had waited. I understood the discount was for the time I waited and had nothing to do with the senior discount. When the person arrived we discussed the problem and he told me the price by showing me a line item in a book. At $[redacted], it was**% more than I previously paid another plumber, but with a **% discount, I felt it would bring it down to close to what I previously paid. I had already waited 9 hours, it was 7:30 at night, a snow storm was forecasted for the next day, and Thanksgiving was the day after. it was hardly the time to start calling for another plumber. Considering the book,he showed me listing all services, they could have easily quoted me a price (even an approximation) over the phone when I initially called so could have decided at that time whether I want to use them. Regarding the calculation of the discount, it is important to note that the discount is for labor only, not materials. To quote their own ad, "on Any Service". I was not allowed any discount on a $** gallon container of a product called Pipe Shield that he poured down the drain and left me the remainder. Before I contacted the Revdex.com, twice RR reps committed to putting me in touch with a manager, but none called back until I filed my complaint. When one called, we discussed the situation, he committed another 10% on the original labor ($**) and said I would have it early the week of December 15, but instead it came on December 22. I had to pay on the spot on November 23, but obviously they feel customers can and should wait for "processing".
Regards,
[redacted]
[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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, [redacted]
Cincinnati Revdex.com(sent by[redacted]@cincinnati.Revdex.com.org)9:59 AM (1 hour ago)tome---------- Forwarded message ----------From: <[redacted]>Date: Tue, Mar 3, 2015 at 9:35 AMSubject: Re: ATTENTION NEEDED: You have a new message from the Revdex.com serving CincinnatiTo: [email protected] customer gave me a refund.thanks[redacted]
In response to [redacted]'s second submission to the Revdex.com:[redacted] ended her letter to the Revdex.com with concern that we did a repair that wasn't needed and one that she can't afford. She agreed in writing to have us perform the work, the city agreed the work was needed. [redacted] now stating she cannot afford the work isn't anything I can speak to, except to say that we expect to collect payment for our services. We had a signed proposal from [redacted] to perform a main sewer line repair. On the day of the excavation, she had interaction with the city, expressed her concerns and we stopped work. She is correct that we started the work, but stopped immediately after she asked us to. The city viewed the video recording of her sewer line which clearly demonstrated a needed repair. The city spoke with her and with me giving us the go ahead to proceed with the work. I spoke with [redacted] that day, answered any concerns she had, and she agreed to have us move forward.We complete the work and then she cancelled payment.The floor drain [redacted] speaks of is a separate plumbing line, ahead of her mainline, and not at all the cause of the mainline issue she had that we fixed (again, the city official viewed the video and agreed the repair was needed). The technician that cabled and video inspected it, is the one who gave her the proposal to do the mainline repair. Due to her concern, he went there on his day off, cabled her floor drain and video inspected it at no charge. I'd be glad to provide [redacted] with an invoice for that work that includes a 1 year guarantee. All that was found wrong with that separate line was some hard sludge gathered around an area with heavy scale - common in most floor drain lines. I'd be glad to provide [redacted] with an invoice for the free floor drain cable and inspection with a 1 year guarantee - and will mail that to her next week. There was no invoice because the technician who worked with her on the mainline repair, came to her house on his day off because of the concern with the floor drain. He was simply trying to be nice and satisfy her concern. I personally delivered a video to [redacted]'s home of the main sewer line and sent her an email link to the floor drain video. We had some email issues and miscommunication a few weeks back, but she has everything.[redacted] states she is concerned that she may have had a repair that wasn't needed nor can afford. She needed the repair, evidenced by the fact that when she was concerned she didn't need it, she asked us to stop work until the city could verify it needed to be repaired. I have acted in good faith from the moment she had concern due to a conversation with the city official and sought to answer her concerns for several weeks. At this point, we expect payment in full for the sewer line repair by Wednesday, August 16th.
To whom it may concen,
We went to Mr. [redacted] property and provided him with a free estimate, at which time he could have declined our services and would have owed nothing. We approved a **% discount at th time of service ($[redacted]), which is twice the normal **% senior discount. After he authorized us to perform the services and the job was completed, and warranteed or a 6 month period, he then comlained that he price was too high. Our normal practice is that the consumers can not use moe than one discount or coupon, however, in an attemp to satisfy Mr. [redacted], we offered him a $** credit for an internet coupon which he accepted. Our normal process to refund a check takes 2-3 weeks. When he contacted us yesterday, 12/18,we researched his check and told him that the check was approved and was being sent. Our company is based in Ohio with local branches. Any refunds are procssed through the home office, which causes the 2-3 week turn arond. I imagine once he recieves the check he should be satisfied.
Regards,
[redacted]
General Manager
Roto Rooter Sevices
spoke to customer and also the tech. He was only there for 15 minutes per the customer. Her concern was that we did not warranty it and she had another company out previously and they ran line it stayed open for a year. Our tech did get the line open. We went ahead and warrantied the line for 6...
months. She was happy with that. I told her any problems to call me back. She is satisfied
[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. If you and the business have reached an agreement and compliance...
is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]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, [redacted]
We gave the customer a full refund she is happy
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,
*** ** ***
Letter requested by *** *** was emailed on 4-9-to address we have on file
Customer is getting a copy of their video from other company and we will compare it to ours and get back to her. Other company had got back more roots.
[redacted] spoke with customer she said when she had HD put the new heater in they told her the gas was not on is why the heater woould not light. Refunding her money.
[redacted] SPOKE TO CUSTOMER AND HER SON, HE EXPLAINED THE PROCESS TO THEM AND APOLOGIZED TO BOTH OF THEM. THEY WERE FINE WHEN HE HUNG UP THE PHONE
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.
On December 7, I spoke with [redacted] via phone regarding the matter. He eventually offered me another**% off of the labor or $**. I accepted, but still told him I felt it should have been off the entire [redacted] as that is what I had believed I would be receiving from their ad and the rep I spoke to regarding the eventually 9 hour delay in service. He said I should have the check by the week of December 15. I spoke with Mr. [redacted] again yesterday (12/18) and was told the check was delayed "because of the holidays" and that it was going out in the mail "tomorrow" (12/19) and I should see it next week. He said if I don't receive it, I should contact him again. If I have to call him again that would be the third time calling him regarding the matter and a total of five times calling Roto-Rooter since I paid for the service on November 25. I don't see how under the circumstances they can describe me as "satisfied" since I have not received anything yet as a result of the calls and my complaint.
Regards,
[redacted]
[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....
If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].[redacted] from Roto Rooter called my mother to apologize for the technician not explaining Roto Rooter's policies concerning toilet repairs. While a cheaper part replacement may be available, the company's policy is to always rebuild or replace the entire toilet. While I don't agree with the company's approach to these repairs, I will consider this issue resolved.
Regards,
[redacted]
[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:Although I accepted the resolution, I take exception to Mr. [redacted] watering down of my original complaint. I was promised a time between 11 a.m. and 3 p.m., but after several updates and arrival times the actual time their person arrived was approx. 7:30 p.m., 9 hours after my initial call. Fact, the 20% discount was offered only after I was told at 5:20 p.m. that a person would arrive at 5:50 p.m. I had to call back at approx. 6:40 p.m. to be told it would be another 45 minutes. At that time I complained and the rep gave me the discount, which the person who arrive initially refused to honor until he realized how long I had waited. I understood the discount was for the time I waited and had nothing to do with the senior discount. When the person arrived we discussed the problem and he told me the price by showing me a line item in a book. At $[redacted], it was**% more than I previously paid another plumber, but with a **% discount, I felt it would bring it down to close to what I previously paid. I had already waited 9 hours, it was 7:30 at night, a snow storm was forecasted for the next day, and Thanksgiving was the day after. it was hardly the time to start calling for another plumber. Considering the book,he showed me listing all services, they could have easily quoted me a price (even an approximation) over the phone when I initially called so could have decided at that time whether I want to use them. Regarding the calculation of the discount, it is important to note that the discount is for labor only, not materials. To quote their own ad, "on Any Service". I was not allowed any discount on a $** gallon container of a product called Pipe Shield that he poured down the drain and left me the remainder. Before I contacted the Revdex.com, twice RR reps committed to putting me in touch with a manager, but none called back until I filed my complaint. When one called, we discussed the situation, he committed another 10% on the original labor ($**) and said I would have it early the week of December 15, but instead it came on December 22. I had to pay on the spot on November 23, but obviously they feel customers can and should wait for "processing".
Regards,
[redacted]
[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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, [redacted]
Cincinnati Revdex.com(sent by[redacted]@cincinnati.Revdex.com.org)9:59 AM (1 hour ago)tome---------- Forwarded message ----------From: <[redacted]>Date: Tue, Mar 3, 2015 at 9:35 AMSubject: Re: ATTENTION NEEDED: You have a new message from the Revdex.com serving CincinnatiTo: [email protected] customer gave me a refund.thanks[redacted]
In response to [redacted]'s second submission to the Revdex.com:[redacted] ended her letter to the Revdex.com with concern that we did a repair that wasn't needed and one that she can't afford. She agreed in writing to have us perform the work, the city agreed the work was needed. [redacted] now stating she cannot afford the work isn't anything I can speak to, except to say that we expect to collect payment for our services. We had a signed proposal from [redacted] to perform a main sewer line repair. On the day of the excavation, she had interaction with the city, expressed her concerns and we stopped work. She is correct that we started the work, but stopped immediately after she asked us to. The city viewed the video recording of her sewer line which clearly demonstrated a needed repair. The city spoke with her and with me giving us the go ahead to proceed with the work. I spoke with [redacted] that day, answered any concerns she had, and she agreed to have us move forward.We complete the work and then she cancelled payment.The floor drain [redacted] speaks of is a separate plumbing line, ahead of her mainline, and not at all the cause of the mainline issue she had that we fixed (again, the city official viewed the video and agreed the repair was needed). The technician that cabled and video inspected it, is the one who gave her the proposal to do the mainline repair. Due to her concern, he went there on his day off, cabled her floor drain and video inspected it at no charge. I'd be glad to provide [redacted] with an invoice for that work that includes a 1 year guarantee. All that was found wrong with that separate line was some hard sludge gathered around an area with heavy scale - common in most floor drain lines. I'd be glad to provide [redacted] with an invoice for the free floor drain cable and inspection with a 1 year guarantee - and will mail that to her next week. There was no invoice because the technician who worked with her on the mainline repair, came to her house on his day off because of the concern with the floor drain. He was simply trying to be nice and satisfy her concern. I personally delivered a video to [redacted]'s home of the main sewer line and sent her an email link to the floor drain video. We had some email issues and miscommunication a few weeks back, but she has everything.[redacted] states she is concerned that she may have had a repair that wasn't needed nor can afford. She needed the repair, evidenced by the fact that when she was concerned she didn't need it, she asked us to stop work until the city could verify it needed to be repaired. I have acted in good faith from the moment she had concern due to a conversation with the city official and sought to answer her concerns for several weeks. At this point, we expect payment in full for the sewer line repair by Wednesday, August 16th.
Customer was refunded [redacted] for an internet coupon. the custoemr is satisfied with the refund.
To whom it may concen,
We went to Mr. [redacted] property and provided him with a free estimate, at which time he could have declined our services and would have owed nothing. We approved a **% discount at th time of service ($[redacted]), which is twice the normal **% senior discount. After he authorized us to perform the services and the job was completed, and warranteed or a 6 month period, he then comlained that he price was too high. Our normal practice is that the consumers can not use moe than one discount or coupon, however, in an attemp to satisfy Mr. [redacted], we offered him a $** credit for an internet coupon which he accepted. Our normal process to refund a check takes 2-3 weeks. When he contacted us yesterday, 12/18,we researched his check and told him that the check was approved and was being sent. Our company is based in Ohio with local branches. Any refunds are procssed through the home office, which causes the 2-3 week turn arond. I imagine once he recieves the check he should be satisfied.
Regards,
[redacted]
General Manager
Roto Rooter Sevices
spoke to customer and also the tech. He was only there for 15 minutes per the customer. Her concern was that we did not warranty it and she had another company out previously and they ran line it stayed open for a year. Our tech did get the line open. We went ahead and warrantied the line for 6...
months. She was happy with that. I told her any problems to call me back. She is satisfied
[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. If you and the business have reached an agreement and compliance...
is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]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, [redacted]