On 10/12/2017 Roto-Rooter was dispatched to Ms. [redacted]’s home due to a mainline sewer line back-up. Upon arrival our technician and his trainee observed sewer overflow in the downstairs bathroom, laundry room and wet carpeting in a downstairs bedroom. The water damage that was observed was...
existing upon our arrival. Bill notified our Water Restoration department who conferred with Ms. [redacted] shortly thereafter. We offered to mitigate the water loss but Ms. [redacted] declined. Bill accessed the mainline and cleared the blockage from a downstairs clean-out and further recommended a field supervisor inspect the line with a camera. Upon review of Ms. [redacted]’s concerns we interviewed our technicians and time records and found they are consistent with the damages being caused by a much larger volume of water than “several flushes” of a toilet and therefore preexisting. Roto-Rooters position is that Bill caused no additional overflow. Furthermore, even if Bill had caused some back-up in testing the line, the flooded conditions had already occurred prior to our arrival. Roto-Rooter considers this matter closed.
We have provided the insurance company and the customer with what our charges are for the pumping. We do not determine insurance coverage, and the signed paperwork states clearly that should the insurance company not cover any or part of the bill, then the customer acknowledges responsibility. The outlined charges are attached, which is what has been sent to the customer and the insurance company. The balance is as stands.
Again, we have outlined the charges for pumping the water out of the customer's basement. The customer signed the paperwork stating that they are responsible for any balance that insurance does not pay. The balance stands as is.
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.
They never gave an estimate. They started working and surprised us with the cost when we checked our debt card statement.$** refund
Regards,
[redacted]
The manager of this area has already reached out to this customer. Unfortunately, there is nothing we can do for this customer. The pump was already broken upon our technicians arrival and noted this on his paperwork which the customer signed agreement to.
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.
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. The insurance company has the info they need and has paid the claim. Everything has been resolved.
Regards,
[redacted]
I had left several messages for [redacted]. On my 4th call her friend Vernon picked up. I had explained I would apply the charges towards the bigger job if they would like the work done or come to another resolution. He stated that would be great. I told Vernon to speak with Ms. [redacted]...
and get back to me. I have not heard back from them till this complaint. I have called and left another message for them. I can be reached at [redacted] Ext. 0 ask for Terry or Eric. Thanks Terry
Spoke with Mrs. [redacted], offered to come out and make a replacement of her shower body and apply what we charged to try and make the repair. Mrs. [redacted] stated that would be fine with her. Mrs. [redacted] just wants to wait till the middle of January to make the replacement.
Sgt. and Mrs. [redacted] were offered and agreed to a settlement of the amount of $3731.33. Sgt. and Mrs. [redacted] signed our work order authorization, as well as the other required paperwork, including our certificate of satisfaction, which are attached. It was explained to Sgt. and Mrs. [redacted]...
that we were in no way taking advantage of a military family whose loved one was deployed, and that were not aware of Sgt. [redacted]'s deployment until June 13th, with the work being completed and billed in April. The email thread attached shows that the customer had agreed to the settlement amount. Although we appreciate and thank Sgt. [redacted] for his service, and Mrs. [redacted] for her sacrifice as his wife, it is unrealistic to expect thousands of dollars of work for free due to Sgt. [redacted]'s deployment. We gladly await the agreed-upon payment from Sgt. and Mrs. [redacted] so that we can consider the matter closed.
[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. I still state that the business practices of this company need to be addressed. Called to make a payment several time to a line that was identified as accounts payable and no one ever calls you back.
Regards,
[redacted]
08/02/2017 Thank you for sharing your experience with us. We understand the urgency of plumbing emergencies and make every effort to assist our customers as quickly as possible. We also recognize that your time is valuable so we attempt to be as prompt as possible with our appointments....
Regrettably, on occasion there are instances, such as inclement weather, which can cause a technician to be delayed. During these times we make every attempt to make contact and reschedule, if absolutely necessary. We will be in touch. Again, thank you for your feedback, Pat Swanson Customer Satisfaction Manager
On October 6th, 2017 a conversation was had with Mr. [redacted] at 4:48pm. Spoke with the customer about his concerns with the service. He explained that the technician came to the new location for their business to diagnose the issues with a sewer gas smell in the [redacted] Location. Our...
technician stated that the water in the customers mop sink trap had evaporated due to not being used for a long period of time (the location had been vacant for some time) and this was allowing sewer gas smells to get into their work space. He ran water into the drain for a few minutes to ensure the drains were open and flowing and the traps now had fresh water in them preventing the gases into the workspace. He did recommend that they use the mop sink regularly to prevent the water from evaporating in the future. I agreed to credit the $89.00 back due to no actual work being completed other than a diagnosis. The customer was very thankful for my time and understanding, and actually set up a follow-up service ticket for our technician to deliver a bottle of our drain care product to ensure the drain lines remained open and flowing. The customer was very happy with this. The credit memo has been completed and the customer is not being charged the $89.00 for the original service.
Roto-Rooter is experiencing extremely heavy call volume right now. Requests for services are outstripping our capacity due to the freezing temperatures causing water pipes to freeze and burst. Please understand that while we do provide 24-hour plumbing repair services, our plumbers cannot get...
to everyone in our usual timely manner. We are working as quickly as possible to help as many customers as we can, but customers should expect long delays until the weather breaks. We apologize for service delays and we greatly appreciate your patience.Thank you, Pat Swanson Customer Satisfaction Manager
I havespoken to Ms. [redacted] nd have agreed to rfund her the amoutn of $245. We also explained our position with her and why we came to the conclusion regardign the addiional damages.
She has agreed toaccept te refund.
Thank you
[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]
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.
Date Sent: 11/30/2017 12:50:58 PMI would like to speak to Roto Rooter to see what they have to offer before I totally accept their response. I mean I would like to know what they are willing to charge me to fix this problem. By accepting this that means everything is okay but it is not.
Regards,
[redacted]
On 10/12/2017 Roto-Rooter was dispatched to Ms. [redacted]’s home due to a mainline sewer line back-up. Upon arrival our technician and his trainee observed sewer overflow in the downstairs bathroom, laundry room and wet carpeting in a downstairs bedroom. The water damage that was observed was...
existing upon our arrival. Bill notified our Water Restoration department who conferred with Ms. [redacted] shortly thereafter. We offered to mitigate the water loss but Ms. [redacted] declined. Bill accessed the mainline and cleared the blockage from a downstairs clean-out and further recommended a field supervisor inspect the line with a camera. Upon review of Ms. [redacted]’s concerns we interviewed our technicians and time records and found they are consistent with the damages being caused by a much larger volume of water than “several flushes” of a toilet and therefore preexisting. Roto-Rooters position is that Bill caused no additional overflow. Furthermore, even if Bill had caused some back-up in testing the line, the flooded conditions had already occurred prior to our arrival. Roto-Rooter considers this matter closed.
We have provided the insurance company and the customer with what our charges are for the pumping. We do not determine insurance coverage, and the signed paperwork states clearly that should the insurance company not cover any or part of the bill, then the customer acknowledges responsibility. The outlined charges are attached, which is what has been sent to the customer and the insurance company. The balance is as stands.
Again, we have outlined the charges for pumping the water out of the customer's basement. The customer signed the paperwork stating that they are responsible for any balance that insurance does not pay. The balance stands as is.
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.
They never gave an estimate. They started working and surprised us with the cost when we checked our debt card statement.$** refund
Regards,
[redacted]
I, Frank Colon have spoken to Me. [redacted] regarding this and offered to settle for $2500.00
The manager of this area has already reached out to this customer. Unfortunately, there is nothing we can do for this customer. The pump was already broken upon our technicians arrival and noted this on his paperwork which the customer signed agreement to.
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.
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. The insurance company has the info they need and has paid the claim. Everything has been resolved.
Regards,
[redacted]
I had left several messages for [redacted]. On my 4th call her friend Vernon picked up. I had explained I would apply the charges towards the bigger job if they would like the work done or come to another resolution. He stated that would be great. I told Vernon to speak with Ms. [redacted]...
and get back to me. I have not heard back from them till this complaint. I have called and left another message for them. I can be reached at [redacted] Ext. 0 ask for Terry or Eric. Thanks Terry
Spoke with Mrs. [redacted], offered to come out and make a replacement of her shower body and apply what we charged to try and make the repair. Mrs. [redacted] stated that would be fine with her. Mrs. [redacted] just wants to wait till the middle of January to make the replacement.
Sgt. and Mrs. [redacted] were offered and agreed to a settlement of the amount of $3731.33. Sgt. and Mrs. [redacted] signed our work order authorization, as well as the other required paperwork, including our certificate of satisfaction, which are attached. It was explained to Sgt. and Mrs. [redacted]...
that we were in no way taking advantage of a military family whose loved one was deployed, and that were not aware of Sgt. [redacted]'s deployment until June 13th, with the work being completed and billed in April. The email thread attached shows that the customer had agreed to the settlement amount. Although we appreciate and thank Sgt. [redacted] for his service, and Mrs. [redacted] for her sacrifice as his wife, it is unrealistic to expect thousands of dollars of work for free due to Sgt. [redacted]'s deployment. We gladly await the agreed-upon payment from Sgt. and Mrs. [redacted] so that we can consider the matter closed.
[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. I still state that the business practices of this company need to be addressed. Called to make a payment several time to a line that was identified as accounts payable and no one ever calls you back.
Regards,
[redacted]
08/02/2017 Thank you for sharing your experience with us. We understand the urgency of plumbing emergencies and make every effort to assist our customers as quickly as possible. We also recognize that your time is valuable so we attempt to be as prompt as possible with our appointments....
Regrettably, on occasion there are instances, such as inclement weather, which can cause a technician to be delayed. During these times we make every attempt to make contact and reschedule, if absolutely necessary. We will be in touch. Again, thank you for your feedback, Pat Swanson Customer Satisfaction Manager
On October 6th, 2017 a conversation was had with Mr. [redacted] at 4:48pm. Spoke with the customer about his concerns with the service. He explained that the technician came to the new location for their business to diagnose the issues with a sewer gas smell in the [redacted] Location. Our...
technician stated that the water in the customers mop sink trap had evaporated due to not being used for a long period of time (the location had been vacant for some time) and this was allowing sewer gas smells to get into their work space. He ran water into the drain for a few minutes to ensure the drains were open and flowing and the traps now had fresh water in them preventing the gases into the workspace. He did recommend that they use the mop sink regularly to prevent the water from evaporating in the future. I agreed to credit the $89.00 back due to no actual work being completed other than a diagnosis. The customer was very thankful for my time and understanding, and actually set up a follow-up service ticket for our technician to deliver a bottle of our drain care product to ensure the drain lines remained open and flowing. The customer was very happy with this. The credit memo has been completed and the customer is not being charged the $89.00 for the original service.
RRSC honored $40 coupon and applied it to bill
Roto-Rooter is experiencing extremely heavy call volume right now. Requests for services are outstripping our capacity due to the freezing temperatures causing water pipes to freeze and burst. Please understand that while we do provide 24-hour plumbing repair services, our plumbers cannot get...
to everyone in our usual timely manner. We are working as quickly as possible to help as many customers as we can, but customers should expect long delays until the weather breaks. We apologize for service delays and we greatly appreciate your patience.Thank you, Pat Swanson Customer Satisfaction Manager
We are rimbursing the neighbor the cost for the top soil in the amount of $ 176.34
I havespoken to Ms. [redacted] nd have agreed to rfund her the amoutn of $245. We also explained our position with her and why we came to the conclusion regardign the addiional damages.
She has agreed toaccept te refund.
Thank you
[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]
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.
Date Sent: 11/30/2017 12:50:58 PMI would like to speak to Roto Rooter to see what they have to offer before I totally accept their response. I mean I would like to know what they are willing to charge me to fix this problem. By accepting this that means everything is okay but it is not.
Regards,
[redacted]