Roto-Rooter Plumbing and Drain Service

Review: Last year, they charged some $289.90 to clear out a pipe. Recently there was another backup to the septic system, where I called Roto-rooter. Again they charged another $289.90. The next day the system backed up into our basement again. When I called, they came out again and put a scope down the drain and left us a $691.90 estimate the cost to fix the issue which they were already supposed to have fixed. Some $580 and they accomplished nothing.Desired Settlement: Either actually fix the issue or refund the money. Seeing as how we had to get an actual professional and procure our own equipment, the only option is to refund the money as no work was accomplished.

Business

Response:

Review: Contract was to Hydroscrub discharge line from plant to plant effluent pipe at stream. Vacuum all water used in jetting into vacuum truck and dump on site. Camera complete line and put on flash drive. Total cost for 2 hours 1691.70. Additional costs will incur 299.90 for every added hour. Roto Rooter cleaning and cameraing was sub par to previous work we had done at our facility by other companies. Decided to try them out because another facility we have used a different Roto Rooter out of Indiana, Pa. After the cleaning was complete there is still a lot of debris left in the pipe shows on camera footage. 2nd Roto Rooter only camera work was not for complete line because they told me when they where here that they could not reach all of the pipe like promised. Flash drive that they gave me had all kinds of other homes and jobs on it and I had to go through and clean up and delete with not all of the footage as promised. Last but not least they were at facility for 3 hours which total should be 1991.60 - 47.95 bid cost deducted= 1943.65 and invoice we received was for 2176.70.Desired Settlement: Either 50% of money taken off of invoice or come back and clean and camera total pipe correctly.

Business

Response:

ID# [redacted]

1. Please see invoice #[redacted] for the work in question.

2. Please note customer signature indicating his complete satisfaction with ali work.

3. We did make a billing error and it was immediately corrected.

4. As indicated, we performed work to significantly improved pipe flow and removed a lot of scale and debris. We quoted the job hourly since the brine line in the condition it was in could take an unknown length of time to completely clear. At the customer's request, we stopped.

5. The video is given as a courtesy, and he received it as promised.

6. During our conversation, I offered to return and re camera the line to discuss the situation. The customer was completely unprofessional, swore at me and hung up!

7. He got everything the contract stated and that he paid for. He is both unprofessional and incorrect.

Consumer

Response:

Review: I called Roto-Rooter and requested a snaking of a clogged downspout drain pipe. The individual who came to my house to conduct the snaking insisted that it would be ineffective with only a brief few second visual assessment of one downspout (which was not even the one near the outlet pipe). I was informed that I needed to have the drain cleared via a much more expensive ($700) high pressure water jet procedure. Both the first tech then the one who conducted the water jetting insisted that it would work and at no point was I advised that it may be ineffective. The water jetting was unsuccessful and I was charged $400 for the attempt, a charge that was not clearly disclosed to me beforehand. In the process, they also broke the plastic fitting on one drain.The next day I had a different plumber come to my house who successfully/easily snaked the drain in 20 minutes for less than $100. He informed us that our case was one of many recent interactions with Roto-Rooter he had been called to fix and that he had encountered other customers who had similar problems with them. I believe that Roto-Rooter staff made deceptive claims, failed to provide the promised services, and failed to fully disclose the costs. In an attempt to reach an amicable solution, I left a message with their office secretary who assured me that the manager would return my call but he never did so.Desired Settlement: A full refund would be ideal.

Business

Response:

We jetted for two hours at customers request from three separate outlets. We cleared two out of three lines and we were unable to clear the third line. We removed debris and informed customer that coutrary to his claim, the sump pump on his system was connected. We disclosed the price in advance and only due to third line not opening reduced our price. The customer signed the invoice indicating completetion satisfaction and chose not to have a free camera survey look at the line. If his other plumber cameraed the line and can state its condition and show a video I would certainly revisit the charges.??

Thank You

[redacted]???

Consumer

Response:

Review: plumber could not clean out sewer drain, claimed pipe was broken & he needed to dig down to replace broken line. that would require $3725.00 to dig replace pipe etc., so he needed a deposit of $1241.67 to come back to do the work. I had [redacted] Plumbing come out, they cleaned out the drain,said the pipe was OK. Now Roto-Rooter said the will only return $200.00, but their contract said any payment made by you will be returned within 10 business days following cancelling. Contract stated I have 3 business days of contract date. Contract dated Sat. 4/26/14 canceled Monday4/28/14.Desired Settlement: I filed with [redacted] to stop payment. They have notified Roto-Rooter. [redacted] will wait 90 days then terminate this claim if they get no reply.

Business

Response:

We attempted to hydrojet this line and the camera revealed an obstruction. Mr. [redacted] signed and authorized his excavation and since we could not get the line opened he did sign his work order and waived his right to cancel by signing a waiver of recission. Based on his authorization and waiver we purchased material and sent a crew to his home with a backhoe,dump truck,shoring,and other materials. We blocked a two man excavation crew for the day. Upon arrival Mr. [redacted] asked us not to begin stating that there was an easement issue with the neighbor. Had he had the courtesy to call us on Saturday,Sunday,or even the Monday we transported the material and equipment to his job than our costs would have been less. He still at this point has not actually cancelled his contract even though he waived the right to do so. We lost the entire day of labor and equipment use and his downpayment which he did cancel with his credit card company is being disputed by us through his credit card company. The charges do not even cover the loss of production and wasted time for the crew and equipment and are legally and legitimately due to us.

Review: Last Friday 3/18/16 our sewer/water line backed up into our basement I called Roto rooter and told them my situation as the same thing happened about 3years ago. They were to come out within an hour but no one came so after an hour and a half it was 830pm and I called and said we could wait until morning. Nolan came first and went into the basement with me and the water had receeded by this time and he told me he was concerned about a possible break in the pipe somewhere and that there was some rust around the drain in the floor. His suggestion was to hydrojet the line which would clean out any build-up in the line and turn the pipe back into it's full diameter and afterwards he would camera everything to make sure there were not holes or cracks in pipe. He said this was warrantied for 3 years and would cost 691.90. He then said he prefers to wait 24 hours after cleaning out the pipe to camera it so if things are sticking anywhere those areas can be looked at more closely. I agreed to all of this and he called his guy to come with the jet and clean and he would return Monday afternoon as the next day was Sunday. The other guy came and ran a hose down the access to the pipe and 15 min later said we were good to go. I paid him and told him that Nolan was returning on Monday to camera and he said he was good with keeping obligations. Monday came and no one had come out and my husband called and was told we were not on the schedule and he couldn't come until Saturday the 26th. On Wednesday morning the 23rd I went into the basement after my husband had showered to find the water backed up into the basement as it was on the 18th. I called Roto rooter when I got to work and told them we had the same problem and she put Nolan on the phone and he told me I had a major problem and would come out in the afternoon and I told him I wondered what would have happened if he would have come to the house on Monday like he said he would. He told me he will see the same thing today (Wed) as he would have on Monday as they were going to jet it out and then camera. They arrived with the jet and within 5 minutes told me they were ready to camera and that the clog was in the trap as it was on Saturday when the other guy cleaned it out. I told him I had never been told that before and that I could use water etc as normal. Upon placing the camera in the trap there was still all of this junk in there and he told me the trap was no good and placed the camera down into the pipe and there was crap in there and told me that was the trap and pipes breaking apart. He told me he was sorry and what bad luck and it would cost 3500.00 to replace the trap or 6500.00 to do the whole thing. I told him I was going to get another estimate and he told me good luck getting a better price and then left. I went in the house after I questioned how the trap could have been cleaned out properly when the ran the hose down the line in front of it and he said it could clean out behind it which makes no sense. A few minutes later the guy with the jet knocked on my door and said I needed to sign a form and that the warranty had been negated because the pipe was so bad. I was furious and told him that if he would have come out on'm Monday as promised we may have avoided this call and that was beyond wrong. I proceeded to call [redacted] division and explain my situation and could they please come out and give us an estimate? They came out Thursday the 24th in the am and put a camera down there and said they could see no damaged pipes only a lot of sludge and stuff...they returned on Friday the 25th and hydrojetted the line and made sure the trap was clean and said that the system is in good working order with nothing needing replaced. I called Nolan back and let him know what they said and he told me that's a matter of opinion and due to the fact this process had been done 3 times of course it would be cleaned out and I asked why it took [redacted] 2hours for this process and it took them literally a total of 20min to do this thing twice and they had not done their job as a result. I told him I wanted my money back as not only did I not get a similar price quote from [redacted] but spent the same amount to them as I had paid Roto rooter for a service they didn't complete and was told nothing ended replaced just cleaned out. He told me I would get nothing back and I told him I was going to file this complaint.Desired Settlement: Would like 691.90 back as we have spent 653.00 more to have the same thing done again

Business

Response:

We jetted the line as stated and got it opened. The line has scale and debris and we jetted and pushed debris to the main and line was opened and flowing and the customer signed the invoice acknowledging their complete satisfaction. Camera work was performed at no charge and as a courtesy. The rejetting under warranty was also no charge. The line is cast and has mechanical issues and we stand behind our recommendation of a replacement to offer a permanent solution. This line has a verifiable history of clogging dating to 2013 with Roto-Rooter. [redacted]. may have rejetted and removed more scale and debris and that condition will continue to reoccur at some point. We did the job we contracted to do,honored the warranty with an additiuonal service,and performed a free camera. No rebate is due.Customer also signed the no charge warranty invoice indicating the line was opened again and indicating their complete satisfaction. Howard S[redacted] Owner

Consumer

Response:

Review: We contacted Roto Rooter on January 2nd for a plugged sewer drain. The service was prompt and our clog cleared. We were informed at that time they guaranteed the work for six months.A few days later the sewer back-up again. When we called it was suggested that we have our pipe reviewed with a camera. This occurred and we were told the sewer was damaged and required immediate replacement at a cost of approximately 8,000 dollars. As this is an extremely large purchase and recommended after only one instance of an issue we called another plumber for a second opinion.The second opinion included a near identical video tool with the plumber explaining nothing was wrong with the pipes. He also located the issue, a clogged trap which he cleared and we have not had additional issues.We believe the inaccurate assessment was intentional and a deliberate attempt to get us to purchase unnecessary services. We would like a refund of our original service fee as the warranty was not fulfilled not to mention what we believe was a deliberate attempt to mislead us in to purchasing unnecessary services.Desired Settlement: We would like a refund of our original service fee as the warranty was not fulfilled not to mention what we believe was a deliberate attempt to mislead us in to purchasing unnecessary services.

Business

Response:

I will need to see an invoice from another registered plumber to evaluate this claim . Please fax or mail a copy of the other Plumbers invoice so I can evaluate the claim and respond appropriately.

Consumer

Response:

Review: On Feb 17 the sewer backed up, with water in the basement. The video showed an obstruction of the sewer line in the front yard, probably caused by a tree root. That same day the line was hydro jetted and unplugged. Another video examination showed the line to be rusted, allowing the tree roots to go in. A replacement of the sewer line was advised and agreed for 7,500.00 dollars, . Work started on Feb 17. While excavating in the basement, the hole filled up with water. On Feb 19 we were told that the 3/4 of French drain along the internal walls needed to be replaced for another 7,500.00. On Feb 24 we were told that the pipe from the French drain to the storm water line needed replaced. With the basement all torn up we were given two other bills, a 2,600.00 for a preliminary work and a 7,500.00 for pipe bursting the French drain discharge line. In this last bill was also mentioned excavation as needed. I noted that the excavation would not be very involved as the French drain pipe and the sewer were side by side, and the holes excavated in the basement and front yard already provided access to the new job. I was told that although they were side by side in the yard they would diverge as they would reach the respective street lines. The work was finished March 4.

Total price 25,100.00 paid in full March 6. At that time, I said I could not understand why the price for a sewer pipe replacement was 7,500.00 doll with all the excavation inside and out, while the French drain replacement was 10,100.00 with less work involved. Besides, the lines were always side by side and no extra excavation at street level. I was told that the holes had to be made wider. Still I believe the price for the French drain pipe replacement should have been less expensive than the sewer replacement. I believe they took advantage of the situation to get an extra pay.

I don't have any complaints about the professionalism of the workers involved. They were hard working, pleasant and efficient.Desired Settlement: Give me a fair refund

Business

Response:

I am glad the customer was happy with the technicians and quality of work. We sell jobs in increments when neccessary since we do not quote a cost to replace a pipe we cannot see or we hope that partial replacement will work for the customer. It is not our policy to quote a worst case scenario. The contracts were professionally performed and all contracts with pre-quoted prices were presented,explained,and agreed to in advance. After the work was performed we again met with the homeowner who reviewed the contracts and made final payment. There was still an additional wall to treat which the customer declined so they always had the option to decline or seek other estimates. We deployed many men for many days and used very expensive technology and a lot of material. The larger job had a lot of inside excavation as well as the outside excavation referred to. There are always variables when doing excavation such as the time frame based on ground conditions,the exact amount of materials needed,the total equipment package and many more. That is why we estimate the time and cost and quote a firm price IN ADVANCE for the recommended work. This job required every bit of labor and material and equipment that we anticipated. Strangely in all my years I have never had a customer say they wanted to pay more money than the agreed price no matter how many complications arose with their jobs.These folks are very valued customers who good a very quality job performed very professionally for contract prices they were agreed to in advance. There is full warranties on their work and we will reach out to them directly to discuss the situation but there is no refund possible.

Consumer

Response: