We have investigated the complaint, and have spoken to [redacted] as well as [redacted]. It has been found that [redacted] should not have charged for a diagnostic fee. It has also been found that there was misunderstanding of the notes on the invoice, leading to [redacted]'s response to [redacted]. We have...
submitted a credit memo to remove the service fee. I have reached out to [redacted] and have asked him to call me so that I may notify him of the resolution.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
The response received from the company was a misrepresentation of the facts of this complaint. The facts are that a water restoration specialist from Roto Roooter came into my home, reviewed my home owners policy and advised me that I had 100% coverage for water restoration services. Despite my concerns and questions about being sure of this , and concerns about an approval process from the insurance company , I was continually assured that there was no approval process and that I was covered. Because of the information I received and was provided I signed paperwork for work to be done. If the company had followed their process and procedures, of verifying coverage with the insuance compay prior to begining work than none of this would have happened. I signed paperwork based on false and inaccurate information provided by their specialist.I was then charged $5300 for work that they did for a few hours. My floors and bathroom remain unfixed.Yes I am a struggling mother of 3 that feels like a big corporation has taken advantage of me . I relied on the information that was given to me by a specialist and for that I have been wronged. Everything that has happened was due to company error and they don not want to tkae reaponsibility for it. On Friday july 27, 2017 the mitigation manager Frank offered to settle with me for $2500. I advised him that I wanted to receive notification from the Revdex.com prior to agreeing to anything.
Regards,
[redacted]
As stated before, we fixed her plumbing problem for free both times. Her claim was through her [redacted] for approximately $4000, with $1000 of that coming out of [redacted] pocket for her deductible. She signed off on the job and was satisfied with the results. When her 2nd issue happened 6 months later, we offered to IMMEDIATELY get our on call Restoration Supervisor Mark S. out to set up drying equipment again at no charge. She refused because she did not care for him and wanted another manager to bring it out. Adam explained that he was away on vacation until the 30th because of a Memorial Weekend vacation. She said that's fine, and chose to wait. He got out there the next day to spray the carpets with disinfectant, and placed an air scrubber in there for 3 days to remove the musty smell. He recommended fans and dehumidifiers to completely dry everything but she said no, because she didn't want to pay for the electricity and deal with the noisy fans for 3 days. She still had not replaced the carpet padding or other flooring from her first claim from 6 months ago, so there was no inconvenience of her floors being messed up. We offered her immediate solutions to her problems at no cost, and she chose not to do what we suggested. This is our stance on this issue.
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]
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]
My insurance called me & informed me that the check was cash on September 18,2017. I received a call from Roto Rooter on Thursday September 21,2017, they informed me that they had received payment and they it would take seven to ten business days and I would have a check of five hundred dollars it has been well over seven to ten business days This is unacceptable I don’t understand why this company has come into torn up my floor run up my power bill inconvenience me.
On 12/8/17 tech 1175 (a 20 year drain tech) went out and opened up a clogged line for Mr [redacted]. He told the customer that the line clogged because of the bad piece of pipe between the house and septic tank was bad and showed him what the sewer camera was showing. (it had roots, grease and other...
debris and probably a depression in it according to the tech). Customer asked our drain tech what it might cost to have that piece dug up and replaced and our tech threw out a guess what he thought it might be, but that we would have to get the excavation dept out to write up an official estimate. Customer stated he wasn't interested because he could and would do the work himself. As shown on our invoice, we did not guarantee the drain for any period of time because of the condition of that pipe, and customer agreed, signed for and paid us for the service. He obviously saw the video camera results to go out and rent a $500 machine to replace that bad section. Even in the Revdex.com complaint, he wrote " I rented a machine for $500 for the day I had to dig it up and take the bad section of the bad drain out." Therefore, we did our part, and even gave him $100 off the regular price of our drain cleaning. He signed off on the invoice that the "work has been done to my complete satisfaction". (See attachment). It also says "no guarantee", and the bottom left part of the invoice where it says "suggestions for repair/replacement" was not filled in. With that said, we will not be reimbursing Mr [redacted] for the work he chose to do on his own.
We had an error submitting refund because the payment came from an insurance company not the customer. We have taken the action needed and will process to customer
Have made contact with the customer and arranged for a Field Supervisor to meet there with the customer's nephew who is a plumber. Previous work done there has been completed correctly. The concern is with the ground water which is there and what it's source might be.
[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]
[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. Complaint [redacted] Inboxx [redacted] <[redacted]@gmail.com>1:28 PM (46 minutes ago)to me, info Please close complaint [redacted] root-rooter has refunded the money. No need to further pursue this matter.-[redacted]
We have contacted the customer to have the field supervisor and the technicians that performed the work meet with him to go over the claim. He initially agreed to this but has not responded to our numerous attempts to schedule this appointment. The signed documentation shows an estimate...
of $3,000 - $6,000 and our final invoice totaled $6,219.76 which included tax. The water damage is listed as a category 2 which is the level of contaminants. We will be happy to meet with the customer to go over, in detail, the Xactimate line items.
[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]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 10858805, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards,[redacted]
The website clearly states FREE ESTIMATE. I asked for a free estimate on the services that were needed to repair my water heater. I was told that the technician would give me one. The Only estimate I received was 204.00 just for the technician to "touch" my water heater. This price does not include fixing, parts or anything of the nature. Am I missing something here? Here is the Webster definition of estimate. Tell me where I was provided a FREE ESTIMATE? I was not. It is clearly False advertising. I have also attached their "Free Estimate" policy. I was not given a thorough professional evaluation of the problem, a solution or cost!!! I was told in my living room (before he made it to the basement and water heater) That there is a Two hundred and four dollar charge UPFRONT!!! to "evaluate" and that clearly is not what the policy states I want it removed or services rendered. I would also like a copy of the "recorded" call forwarded!
es·ti·mate
verb
'est??mat/
1.
roughly calculate or judge the value, number, quantity, or extent of.
"the aim is to estimate the effects of macroeconomic policy on the economy"
synonyms:
calculate roughly,approximate,guess;More
Roto-Rooter Free Estimates
More about our FREE ESTIMATE policy.
Unlike contractors who charge nonnegotiable service fees whether or not work is actually performed, or provide “low-ball quotes” only to raise their price once on the job, with Roto-Rooter you won’t have to worry about hidden charges or costly surprises. Instead, your Roto-Rooter service technician will give you a thorough, professional evaluation of the problem, a proposed solution and cost estimate, all in writing. The estimate costs you nothing and you aren’t obligated to accept the quote. No service, no charge.
I appreciate the fact that he gave me a quote, left so I could call my husband who was out of town and then came back to perform the service once we made our decision to go with your company -- all on a Monday morning!
- Karen A.
We don't think $50 is suffice for our trouble. Job was completed the second but only after they were late a few hours on two occasions and and never shop up on the other one.Hours we spent on the phone, including when I was at work, missing two meetings because of their tardiness or no no show at all.We value our time too.
On June 30, 2017 we excavated and replaced the Main Sewer Line. We started the excavation out front of the customers flower bed, 2 ½ feet in front of the foundation wall and replaced to the county connection. On 07/29/2017 a technician was called out to the customer and found a sump...
pump that was not working. This is unrelated to the Main sewer line that we replaced. We installed a new sump pump, check valve and charged for parts only. On 07/31/2017 we sent a crew to regrade the backfill per customer request. On 08/30/2017 I went out with a camera specialist to camera from a sump pump line tied into the subsoil drainage line, also known as a French drain. This line is located above the footer and is made of terracotta clay pipe. We ran camera from sump pump area into terracotta drain tile. We found roots in line and several gaps where terracotta pipe has pulled apart, leaving a significant gap and offsets. Around the 20 foot mark , the pipe has a lot of mud in it. We could not pass 20 Foot. Roto- Rooter located the area in basement floor about 10 inches under concrete floor. The issue with water in Mr. [redacted]’s basement is due to a waterproofing problem and an aged drainage system. It is unrelated to the sewer line replacement.
It was determined that there was an issue where the toilet line and washer machine line meet up. As this what was explained as the problem we diagnosed the issue in that line and repaired. 8 months later (as stated by the customer) it was determined that the solo line from the washing machine...
(before the meeting of the toilet line) is also full of roots. The line was fixed where it was diagnosed to be an issue. We can not guarantee that other lines would not be compromised at a later date. I have attached the Excavation proposal as well as the landscape waiver.
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.
A gentleman, Paul Dye, was sent to the property to as the damage by the manager just last year when this issue came to light. At that time an offer was made to level the ground and plant grass seed. After I declined to have the company do any further work on my property communication stopped. It is a run around where the company is refusing to speak with me regarding the situation and it appears that there is no resolution that can be reached on this matter. This was an attempt to settle a situation before legal action which it appears that the company is not willing to negotiate or arbitrate as their agreement states. Unfortunately for the company, if resolution can not be met I will have no choice but to seek the full amount of damages as specified by the contract which equates to much more than this initial request. Being a disabled individual who suffered a secondary injury as a result of the negligence of the company, this is appalling to me and I will be notifying the ADA, the local investigative source and will not be removing my review on the company on any site to which it has been posted. Additionally, I will be retaining legal counsel and filing claim for the full amount allowable by contract and law.
Regards,
[redacted]
We have investigated the complaint, and have spoken to [redacted] as well as [redacted]. It has been found that [redacted] should not have charged for a diagnostic fee. It has also been found that there was misunderstanding of the notes on the invoice, leading to [redacted]'s response to [redacted]. We have...
submitted a credit memo to remove the service fee. I have reached out to [redacted] and have asked him to call me so that I may notify him of the resolution.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
The response received from the company was a misrepresentation of the facts of this complaint. The facts are that a water restoration specialist from Roto Roooter came into my home, reviewed my home owners policy and advised me that I had 100% coverage for water restoration services. Despite my concerns and questions about being sure of this , and concerns about an approval process from the insurance company , I was continually assured that there was no approval process and that I was covered. Because of the information I received and was provided I signed paperwork for work to be done. If the company had followed their process and procedures, of verifying coverage with the insuance compay prior to begining work than none of this would have happened. I signed paperwork based on false and inaccurate information provided by their specialist.I was then charged $5300 for work that they did for a few hours. My floors and bathroom remain unfixed.Yes I am a struggling mother of 3 that feels like a big corporation has taken advantage of me . I relied on the information that was given to me by a specialist and for that I have been wronged. Everything that has happened was due to company error and they don not want to tkae reaponsibility for it. On Friday july 27, 2017 the mitigation manager Frank offered to settle with me for $2500. I advised him that I wanted to receive notification from the Revdex.com prior to agreeing to anything.
Regards,
[redacted]
As stated before, we fixed her plumbing problem for free both times. Her claim was through her [redacted] for approximately $4000, with $1000 of that coming out of [redacted] pocket for her deductible. She signed off on the job and was satisfied with the results. When her 2nd issue happened 6 months later, we offered to IMMEDIATELY get our on call Restoration Supervisor Mark S. out to set up drying equipment again at no charge. She refused because she did not care for him and wanted another manager to bring it out. Adam explained that he was away on vacation until the 30th because of a Memorial Weekend vacation. She said that's fine, and chose to wait. He got out there the next day to spray the carpets with disinfectant, and placed an air scrubber in there for 3 days to remove the musty smell. He recommended fans and dehumidifiers to completely dry everything but she said no, because she didn't want to pay for the electricity and deal with the noisy fans for 3 days. She still had not replaced the carpet padding or other flooring from her first claim from 6 months ago, so there was no inconvenience of her floors being messed up. We offered her immediate solutions to her problems at no cost, and she chose not to do what we suggested. This is our stance on this issue.
[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]
[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]
My insurance called me & informed me that the check was cash on September 18,2017. I received a call from Roto Rooter on Thursday September 21,2017, they informed me that they had received payment and they it would take seven to ten business days and I would have a check of five hundred dollars it has been well over seven to ten business days This is unacceptable I don’t understand why this company has come into torn up my floor run up my power bill inconvenience me.
On 12/8/17 tech 1175 (a 20 year drain tech) went out and opened up a clogged line for Mr [redacted]. He told the customer that the line clogged because of the bad piece of pipe between the house and septic tank was bad and showed him what the sewer camera was showing. (it had roots, grease and other...
debris and probably a depression in it according to the tech). Customer asked our drain tech what it might cost to have that piece dug up and replaced and our tech threw out a guess what he thought it might be, but that we would have to get the excavation dept out to write up an official estimate. Customer stated he wasn't interested because he could and would do the work himself. As shown on our invoice, we did not guarantee the drain for any period of time because of the condition of that pipe, and customer agreed, signed for and paid us for the service. He obviously saw the video camera results to go out and rent a $500 machine to replace that bad section. Even in the Revdex.com complaint, he wrote " I rented a machine for $500 for the day I had to dig it up and take the bad section of the bad drain out." Therefore, we did our part, and even gave him $100 off the regular price of our drain cleaning. He signed off on the invoice that the "work has been done to my complete satisfaction". (See attachment). It also says "no guarantee", and the bottom left part of the invoice where it says "suggestions for repair/replacement" was not filled in. With that said, we will not be reimbursing Mr [redacted] for the work he chose to do on his own.
We have not received a check yet. Once we do we will honor our agreement and issue a refund to the customer.
We had an error submitting refund because the payment came from an insurance company not the customer. We have taken the action needed and will process to customer
Have made contact with the customer and arranged for a Field Supervisor to meet there with the customer's nephew who is a plumber. Previous work done there has been completed correctly. The concern is with the ground water which is there and what it's source might be.
[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]
Customer was given a credit card refund for charges on 06/02/17
[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. Complaint [redacted] Inboxx [redacted] <[redacted]@gmail.com>1:28 PM (46 minutes ago)to me, info Please close complaint [redacted] root-rooter has refunded the money. No need to further pursue this matter.-[redacted]
We have contacted the customer to have the field supervisor and the technicians that performed the work meet with him to go over the claim. He initially agreed to this but has not responded to our numerous attempts to schedule this appointment. The signed documentation shows an estimate...
of $3,000 - $6,000 and our final invoice totaled $6,219.76 which included tax. The water damage is listed as a category 2 which is the level of contaminants. We will be happy to meet with the customer to go over, in detail, the Xactimate line items.
[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]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 10858805, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards,[redacted]
The website clearly states FREE ESTIMATE. I asked for a free estimate on the services that were needed to repair my water heater. I was told that the technician would give me one. The Only estimate I received was 204.00 just for the technician to "touch" my water heater. This price does not include fixing, parts or anything of the nature. Am I missing something here? Here is the Webster definition of estimate. Tell me where I was provided a FREE ESTIMATE? I was not. It is clearly False advertising. I have also attached their "Free Estimate" policy. I was not given a thorough professional evaluation of the problem, a solution or cost!!! I was told in my living room (before he made it to the basement and water heater) That there is a Two hundred and four dollar charge UPFRONT!!! to "evaluate" and that clearly is not what the policy states I want it removed or services rendered. I would also like a copy of the "recorded" call forwarded!
es·ti·mate
verb
'est??mat/
1.
roughly calculate or judge the value, number, quantity, or extent of.
"the aim is to estimate the effects of macroeconomic policy on the economy"
synonyms:
calculate roughly,approximate,guess;More
Roto-Rooter Free Estimates
More about our FREE ESTIMATE policy.
Unlike contractors who charge nonnegotiable service fees whether or not work is actually performed, or provide “low-ball quotes” only to raise their price once on the job, with Roto-Rooter you won’t have to worry about hidden charges or costly surprises. Instead, your Roto-Rooter service technician will give you a thorough, professional evaluation of the problem, a proposed solution and cost estimate, all in writing. The estimate costs you nothing and you aren’t obligated to accept the quote. No service, no charge.
I appreciate the fact that he gave me a quote, left so I could call my husband who was out of town and then came back to perform the service once we made our decision to go with your company -- all on a Monday morning!
- Karen A.
We don't think $50 is suffice for our trouble. Job was completed the second but only after they were late a few hours on two occasions and and never shop up on the other one.Hours we spent on the phone, including when I was at work, missing two meetings because of their tardiness or no no show at all.We value our time too.
On June 30, 2017 we excavated and replaced the Main Sewer Line. We started the excavation out front of the customers flower bed, 2 ½ feet in front of the foundation wall and replaced to the county connection. On 07/29/2017 a technician was called out to the customer and found a sump...
pump that was not working. This is unrelated to the Main sewer line that we replaced. We installed a new sump pump, check valve and charged for parts only. On 07/31/2017 we sent a crew to regrade the backfill per customer request. On 08/30/2017 I went out with a camera specialist to camera from a sump pump line tied into the subsoil drainage line, also known as a French drain. This line is located above the footer and is made of terracotta clay pipe. We ran camera from sump pump area into terracotta drain tile. We found roots in line and several gaps where terracotta pipe has pulled apart, leaving a significant gap and offsets. Around the 20 foot mark , the pipe has a lot of mud in it. We could not pass 20 Foot. Roto- Rooter located the area in basement floor about 10 inches under concrete floor. The issue with water in Mr. [redacted]’s basement is due to a waterproofing problem and an aged drainage system. It is unrelated to the sewer line replacement.
It was determined that there was an issue where the toilet line and washer machine line meet up. As this what was explained as the problem we diagnosed the issue in that line and repaired. 8 months later (as stated by the customer) it was determined that the solo line from the washing machine...
(before the meeting of the toilet line) is also full of roots. The line was fixed where it was diagnosed to be an issue. We can not guarantee that other lines would not be compromised at a later date. I have attached the Excavation proposal as well as the landscape waiver.
Revdex.com:
s the damage by the manager just last year when this issue came to light. At that time an offer was made to level the ground and plant grass seed. After I declined to have the company do any further work on my property communication stopped. It is a run around where the company is refusing to speak with me regarding the situation and it appears that there is no resolution that can be reached on this matter. This was an attempt to settle a situation before legal action which it appears that the company is not willing to negotiate or arbitrate as their agreement states. Unfortunately for the company, if resolution can not be met I will have no choice but to seek the full amount of damages as specified by the contract which equates to much more than this initial request. Being a disabled individual who suffered a secondary injury as a result of the negligence of the company, this is appalling to me and I will be notifying the ADA, the local investigative source and will not be removing my review on the company on any site to which it has been posted. Additionally, I will be retaining legal counsel and filing claim for the full amount allowable by contract and law.
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.
A gentleman, Paul Dye, was sent to the property to a
Regards,
[redacted]