We would like to sincerely thank Mr. [redacted] for bringing this matter to our attention and taking the time to help us identify a serious personnel issue. All organization get an individual who does not "care" to follow company guidelines and practice proper personal accountability from time to...
time. We have used this information and taken severe action to remove this behavior from our organization. This was simply not a representation of the work our employees do on a daily basis and has angered many of us who do portray the Roto-Rooter philosophy of customer care. Mr. [redacted] has proposed a final settlement of $1,000 for services Roto-Rooter has performed and we formally accept this settlement and will remove the remaining balance from his account. We want to thank the Revdex.com for their assistance in this matter and again thank Mr [redacted] for his time and patients. Sincerely,Ron TrebecRoto-Rooter Services Co.[redacted] Division
The paperwork was signed by the customer acknowledging that the customer would be responsible for any invoice that the insurance company did not cover. The insurance company disputed the amount of work done, and although support was given showing that the work was justified by the federal...
standard, they refused to pay more than the $3317.77 and stated that they would not be paying any more than that. In addition, we use the exact same estimating software that the insurance companies use, and we do not set the pricing. Each item on the invoice was necessary in order to adhere to the IICRC standards that we are required to abide by in order to maintain our accreditation. We work with the insurance company as a courtesy to our customers, and have no control over what the insurance company will or will not pay.
To address the number of days drying we never truly know a solid amount of days it will take to dry out sill plates, especially when they are under a foot of water for an extended period of time. Its our responsibility as restorers to get the sill plates completely dry before we take out...
equipment. We accomplished this task, the additional 228$ on her power bill if shown to her insurance company will be reimbursed to her once she shows the difference between the month of the loss and the month prior. The pressure washing of the floor and walls was documented by the technicians with photos taken during this process and was done when the customer was not at home so it’s a false statement to say it was never done. We adjusted our original estimate for the insurance company to only one extraction which has to be done after you add water during the pressure washing portion of the restoration project. You will also see a picture of this in our file. We offered to come back out and attempt to clean the staining in the corners of the basement which didn’t for from this loss but it present in most older basements. Homeowner was stating the precence of cob webs in the basement was why she was certain we didn’t clean anything. Cob webs don’t go away easily with the pressure spraying because most cob webs are very strong and water resistant and the water beads right off of them, besides this point we offered to have the guys come back out and sweep and clean up the cob webs with dusters to try and make her happy. We were quickly denied and told she doesn’t want Roto-Rooter back into her home. The pressure spraying is done to clean up the small microbial contaminants that are left behind from a category 2 type of water. We accomplished this with the pressure spraying and application of anti- bacterial spray. We attached a picture of the pressure sprayer with the anti-bacterial spray in it being applied in her basement. Adam Zweck
We had a good talk with Ms. [redacted] and agreed to process a full refund to her credit card. We look forward to doing great work for Ms. [redacted] in the future!
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 have not received a refund or an explanation with regard to my complaint.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
As far as placing the dirt in the flower bed next to the house where we dug and placed the cleanout pipe, we told you before the dig that we'd keep the dirt in there because the only other choice was to pile it on your sidewalk in front of your door, or out in the lawn, which would kill the grass and be an eyesore. This was all discussed thoroughly before the job, as you know, because you signed and agreed in the landscape waiver. The $392 drain cleaning job they initially charged you was returned to you in the form of a $1249 discount off our normal price for that job, which is $4349. Our usual discount of 10% ($435) plus the $392 credit for the initial drain job = $827. So we actually gave you another 10% off our regular price. Plus we performed extra work when we dug down and had to go out further to make your repair, and didn't charge you any more. We have been more than fair on the price and the discounts, and performed and satisfied the contract to ours and yours satisfaction. That is why we have you sign the satisfaction form after our work, to give you the opportunity to ask questions and ask for unsatisfactory work to be corrected at that time.
[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 [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.]Roto Rooter charged me $2,500 and DID NO WORK!!! This should be refunded in full immediately!
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]
Tell us why here...Customer was issued a credit for the coupon and was told at the time it would take approx. 3 to 4 weeks to receive a check, and now she wants mor money refunded which we will not refund anymore money
Our Excavation manager Bob did reach out the customer by email and phone on Tuesday May 9th explaining the we will take care of any damages we caused, he also emailed her a proposal in detail for the work needed in her basement. Mrs [redacted] never returned his call or email. I spoke to Mrs [redacted]...
on 5/24/17 after returning from a business trip,Mrs [redacted] did not want to listen to what I had to say she just stated that she does not want us to do the work needed and she wanted to know about taking care of what we damaged. I told her I will sit with Bob and go over the damages and I will call her back with information on how we will compensate her. I should have this done by Friday 5/26/17.
[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. Tracy told me that the invoice was credited and apologized for the way I was spoken to.
Regards,
[redacted]
Tt Mrs explained her warranty does not cover labor and we are trying to get ths done in a very cost efficent manner to kepp it under the $3800 she has to complete the jobs. She was happy for the call and gave me her cell number to keep in contact going forward.
[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]
I’m sorry the customer feels that there is a problem with the work that was completed at their home. To address the issues in the complaint, please allow me to respond to each one. First, we have to dig the area to complete the repair. Once the repair was made, we have to wait on...
the inspector to approve the work. Once the work was approved by [redacted], the hole was backfilled to commercial grade (mound) to allow for settling. If we don’t mound the dirt, there will be a dip in the yard once the dirt settles. Second, because settling can take several months, we could not assist, nor did we agree to put any landscaping edge bricks back. Per the Landscape Waiver, signed by the customer: Unless specifically stated otherwise, any soil that has to be excavated for the needed repairs will be grade to ground level and all excess soils shall be mounded to allow for settling (commonly referred to as “construction grade” or “rough mound”). Many customers prefer to allow this process to occur naturally, while others will have a professional landscape service restore their property to near pre-excavation condition. Mechanical or manual compacting is available to your Roto-Rooter technician at an additional cost. Otherwise, all landscaping required following the completion of the repairs shall be the responsibility of the customer. Likewise, any grass, trees, shrubs, bushes, ornamental grasses or fencing that must be removed, as a course of the excavation process, will not be replanted or replaced. These items will be removed by the technicians and can be set aside for the owner to replant at a later date. Our experience has shown that these items typically will not survive the excavation process. With the exception of concrete repairs within the foundation, the restoration of sidewalks, driveways or other concrete or finished area shall not be the responsibility of Roto-Rooter Services Company and are not included in your contract. Your Roto-Rooter representative will be happy to discuss alternative solutions to your landscaping needs with you, should you desire. Independent of the waiver, the commercial or construction grade, along with settling process, was discussed with the homeowners at length and expectations were managed. Upon completion of the work, the homeowner signed the invoice under “Completion,” which states: I acknowledge completion of the above described work which has been done to my complete satisfaction. The Roto-Rooter Field Supervisor over the job was in constant contact with the homeowners during the entire process and discussed all aspects of the job at length. At no time did the homeowners contact the FIeld Supervisor, nor Roto-Rooter with any concerns or requests before the complaint was filed. As of 12/01/2017 at 11:22 am, after the complaint was filed, the homeowner returned our call in an effort to discuss their complaint and we were informed that they returned all landscaping to near pre-excavation condition. Unfortunately, this does not give us the opportunity to address their concern, nor assist with the settling process even though it wasn’t in the scope of the work they paid for. We are always happy to assist and address any concerns as long as we’re given the opportunity to do so
Our records indicate the customer initially called in at 6:57pm for a water line leaking and is told we could have someone out within the next two hours. At 8:48pm our dispatcher calls the customer to apologize our plumber in the area was running behind schedule and could be up to two more hours...
before he becomes free but would call once we are in route. At 10:17pm our dispatcher calls the customer to give another update. The customer is informed that the plumber we’ve been waiting on will be stuck on the job for the remainder in the evening but could schedule them as a priority tomorrow morning between 8am-10am. The customer expressed their frustration that they turned down another company. Again we apologized and didn’t anticipate our plumber getting stuck on his job all night. The next day the customer calls in at 8:02am to inquire when the plumber would be arriving. Our CSR rep explains to the customer that they are scheduled for service today between 8am-10am and the dispatcher would call 30 minutes prior to arrival. At 8:56am our dispatcher informs the customer our plumber was in route and should be arriving in 30-45 minutes. Unfortunately, we were only able to staff one licensed plumber that evening which enabled us to service them. We always try to give the best time frames but cannot always anticipate when a small plumbing job will turn into a large one. Our plumber did work though out the night until the early morning. We will continue to scheduled appointment 24 hours and will try provide world class service.
After careful review of this job we have refunded the amount of $373.19. After reviewing this we should have applied pipe repair cost to the amount charged to replace water heater since we would have to cut pipes regardless. refund has been processed and check was mailed out on 2-15-18 Check number...
[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]
I am glad to here the guys did a good job for you. I do apologize that the chairs were taken as part of the clean up work. We have been trying to work with your insurance company on this matter but have gotten no response to this point. That being said we will credit your credit...
card for the requested amount of $750.00. It may take a day or so to show up on your account. Thanks for using Roto-Rooter and I hope you will let us handle your plumbing and water clean up issues in the future.
We would like to sincerely thank Mr. [redacted] for bringing this matter to our attention and taking the time to help us identify a serious personnel issue. All organization get an individual who does not "care" to follow company guidelines and practice proper personal accountability from time to...
time. We have used this information and taken severe action to remove this behavior from our organization. This was simply not a representation of the work our employees do on a daily basis and has angered many of us who do portray the Roto-Rooter philosophy of customer care. Mr. [redacted] has proposed a final settlement of $1,000 for services Roto-Rooter has performed and we formally accept this settlement and will remove the remaining balance from his account. We want to thank the Revdex.com for their assistance in this matter and again thank Mr [redacted] for his time and patients. Sincerely,Ron TrebecRoto-Rooter Services Co.[redacted] Division
The paperwork was signed by the customer acknowledging that the customer would be responsible for any invoice that the insurance company did not cover. The insurance company disputed the amount of work done, and although support was given showing that the work was justified by the federal...
standard, they refused to pay more than the $3317.77 and stated that they would not be paying any more than that. In addition, we use the exact same estimating software that the insurance companies use, and we do not set the pricing. Each item on the invoice was necessary in order to adhere to the IICRC standards that we are required to abide by in order to maintain our accreditation. We work with the insurance company as a courtesy to our customers, and have no control over what the insurance company will or will not pay.
To address the number of days drying we never truly know a solid amount of days it will take to dry out sill plates, especially when they are under a foot of water for an extended period of time. Its our responsibility as restorers to get the sill plates completely dry before we take out...
equipment. We accomplished this task, the additional 228$ on her power bill if shown to her insurance company will be reimbursed to her once she shows the difference between the month of the loss and the month prior. The pressure washing of the floor and walls was documented by the technicians with photos taken during this process and was done when the customer was not at home so it’s a false statement to say it was never done. We adjusted our original estimate for the insurance company to only one extraction which has to be done after you add water during the pressure washing portion of the restoration project. You will also see a picture of this in our file. We offered to come back out and attempt to clean the staining in the corners of the basement which didn’t for from this loss but it present in most older basements. Homeowner was stating the precence of cob webs in the basement was why she was certain we didn’t clean anything. Cob webs don’t go away easily with the pressure spraying because most cob webs are very strong and water resistant and the water beads right off of them, besides this point we offered to have the guys come back out and sweep and clean up the cob webs with dusters to try and make her happy. We were quickly denied and told she doesn’t want Roto-Rooter back into her home. The pressure spraying is done to clean up the small microbial contaminants that are left behind from a category 2 type of water. We accomplished this with the pressure spraying and application of anti- bacterial spray. We attached a picture of the pressure sprayer with the anti-bacterial spray in it being applied in her basement. Adam Zweck
We had a good talk with Ms. [redacted] and agreed to process a full refund to her credit card. We look forward to doing great work for Ms. [redacted] in the future!
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 have not received a refund or an explanation with regard to my complaint.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
As far as placing the dirt in the flower bed next to the house where we dug and placed the cleanout pipe, we told you before the dig that we'd keep the dirt in there because the only other choice was to pile it on your sidewalk in front of your door, or out in the lawn, which would kill the grass and be an eyesore. This was all discussed thoroughly before the job, as you know, because you signed and agreed in the landscape waiver. The $392 drain cleaning job they initially charged you was returned to you in the form of a $1249 discount off our normal price for that job, which is $4349. Our usual discount of 10% ($435) plus the $392 credit for the initial drain job = $827. So we actually gave you another 10% off our regular price. Plus we performed extra work when we dug down and had to go out further to make your repair, and didn't charge you any more. We have been more than fair on the price and the discounts, and performed and satisfied the contract to ours and yours satisfaction. That is why we have you sign the satisfaction form after our work, to give you the opportunity to ask questions and ask for unsatisfactory work to be corrected at that time.
[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 [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.]Roto Rooter charged me $2,500 and DID NO WORK!!! This should be refunded in full immediately!
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]
Tell us why here...Customer was issued a credit for the coupon and was told at the time it would take approx. 3 to 4 weeks to receive a check, and now she wants mor money refunded which we will not refund anymore money
Our Excavation manager Bob did reach out the customer by email and phone on Tuesday May 9th explaining the we will take care of any damages we caused, he also emailed her a proposal in detail for the work needed in her basement. Mrs [redacted] never returned his call or email. I spoke to Mrs [redacted]...
on 5/24/17 after returning from a business trip,Mrs [redacted] did not want to listen to what I had to say she just stated that she does not want us to do the work needed and she wanted to know about taking care of what we damaged. I told her I will sit with Bob and go over the damages and I will call her back with information on how we will compensate her. I should have this done by Friday 5/26/17.
[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. Tracy told me that the invoice was credited and apologized for the way I was spoken to.
Regards,
[redacted]
Tt Mrs explained her warranty does not cover labor and we are trying to get ths done in a very cost efficent manner to kepp it under the $3800 she has to complete the jobs. She was happy for the call and gave me her cell number to keep in contact going forward.
[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]
I’m sorry the customer feels that there is a problem with the work that was completed at their home. To address the issues in the complaint, please allow me to respond to each one. First, we have to dig the area to complete the repair. Once the repair was made, we have to wait on...
the inspector to approve the work. Once the work was approved by [redacted], the hole was backfilled to commercial grade (mound) to allow for settling. If we don’t mound the dirt, there will be a dip in the yard once the dirt settles. Second, because settling can take several months, we could not assist, nor did we agree to put any landscaping edge bricks back. Per the Landscape Waiver, signed by the customer: Unless specifically stated otherwise, any soil that has to be excavated for the needed repairs will be grade to ground level and all excess soils shall be mounded to allow for settling (commonly referred to as “construction grade” or “rough mound”). Many customers prefer to allow this process to occur naturally, while others will have a professional landscape service restore their property to near pre-excavation condition. Mechanical or manual compacting is available to your Roto-Rooter technician at an additional cost. Otherwise, all landscaping required following the completion of the repairs shall be the responsibility of the customer. Likewise, any grass, trees, shrubs, bushes, ornamental grasses or fencing that must be removed, as a course of the excavation process, will not be replanted or replaced. These items will be removed by the technicians and can be set aside for the owner to replant at a later date. Our experience has shown that these items typically will not survive the excavation process. With the exception of concrete repairs within the foundation, the restoration of sidewalks, driveways or other concrete or finished area shall not be the responsibility of Roto-Rooter Services Company and are not included in your contract. Your Roto-Rooter representative will be happy to discuss alternative solutions to your landscaping needs with you, should you desire. Independent of the waiver, the commercial or construction grade, along with settling process, was discussed with the homeowners at length and expectations were managed. Upon completion of the work, the homeowner signed the invoice under “Completion,” which states: I acknowledge completion of the above described work which has been done to my complete satisfaction. The Roto-Rooter Field Supervisor over the job was in constant contact with the homeowners during the entire process and discussed all aspects of the job at length. At no time did the homeowners contact the FIeld Supervisor, nor Roto-Rooter with any concerns or requests before the complaint was filed. As of 12/01/2017 at 11:22 am, after the complaint was filed, the homeowner returned our call in an effort to discuss their complaint and we were informed that they returned all landscaping to near pre-excavation condition. Unfortunately, this does not give us the opportunity to address their concern, nor assist with the settling process even though it wasn’t in the scope of the work they paid for. We are always happy to assist and address any concerns as long as we’re given the opportunity to do so
Our records indicate the customer initially called in at 6:57pm for a water line leaking and is told we could have someone out within the next two hours. At 8:48pm our dispatcher calls the customer to apologize our plumber in the area was running behind schedule and could be up to two more hours...
before he becomes free but would call once we are in route. At 10:17pm our dispatcher calls the customer to give another update. The customer is informed that the plumber we’ve been waiting on will be stuck on the job for the remainder in the evening but could schedule them as a priority tomorrow morning between 8am-10am. The customer expressed their frustration that they turned down another company. Again we apologized and didn’t anticipate our plumber getting stuck on his job all night. The next day the customer calls in at 8:02am to inquire when the plumber would be arriving. Our CSR rep explains to the customer that they are scheduled for service today between 8am-10am and the dispatcher would call 30 minutes prior to arrival. At 8:56am our dispatcher informs the customer our plumber was in route and should be arriving in 30-45 minutes. Unfortunately, we were only able to staff one licensed plumber that evening which enabled us to service them. We always try to give the best time frames but cannot always anticipate when a small plumbing job will turn into a large one. Our plumber did work though out the night until the early morning. We will continue to scheduled appointment 24 hours and will try provide world class service.
After careful review of this job we have refunded the amount of $373.19. After reviewing this we should have applied pipe repair cost to the amount charged to replace water heater since we would have to cut pipes regardless. refund has been processed and check was mailed out on 2-15-18 Check number...
[redacted] amount is $373.19
[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 submitted a refund to the customer for $99.00 to our corporate office..
I am glad to here the guys did a good job for you. I do apologize that the chairs were taken as part of the clean up work. We have been trying to work with your insurance company on this matter but have gotten no response to this point. That being said we will credit your credit...
card for the requested amount of $750.00. It may take a day or so to show up on your account. Thanks for using Roto-Rooter and I hope you will let us handle your plumbing and water clean up issues in the future.