Roto-Rooter Plumbing & Drain Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Our response to *** *** response:
#1 He is correct. He is not the one who called us to service his rental property. His tenant *** *** called us. She is the one who said her landlord would be paying. We called him and told him what service we had provided and he paid for the services rendered with his credit card. No objections or concerns were raised at that time. If these charges weren't his responsibility, and she was the owner as he claims, then why would he even give us his credit card information? Wouldn't he have told us that he wasn't the owner?
#2 This may be *** *** opinion that our charges are excessive and absurd, but when our technician talked to him on the phone, there were no complaints or objections. *** *** called our office and paid his bill with his credit card. We spent hours working diligently to clear his line, even put a camera down the line to try and determine what was happening in a pipe that is underground. Our technician advised him that the line needed further work (jetting). About 80% of blocked lines can be fixed within a one hour time frame. Other lines have problems and need further work to resolve the issue
#3 According to *** ***, at the time of service, she was *** *** tenant. She is the one who told us to call *** *** who was the landlord. She is the one who provided his phone number so we could call him for payment. He called us back right away to pay for the services with his credit card. If she was indeed the owner at the time, why didn't he refuse to pay the charges?
#4 Currently, *** *** initiated a dispute on his credit card so the funds have been returned to him. We are currently appealing that action with the credit card company and are awaiting a decision

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution
is satisfactory to meI may update this complaint once I receive acknowledgement from the business regarding acceptance of my final payment mailed today
Sincerely,
*** *** ***

We have come to an agreement of a $refund

Initial Business Response /* (1000, 8, 2015/03/23) */
Contact Name and Title: *** Office Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@rrsc.com
We have not been able to reach the customer however since the customer has disputed the charges on thier credit card
there is no refund for us to offer themWe will not fight this claim

Initial Business Response /* (1000, 5, 2015/04/16) */
Contact Name and Title: *** Office Manager
Contact Phone: XXXXXXXXXX
Contact Email: ***@rrsc.com
Spoke with Mrs*** who the order was placed under and explained our pricing and a warrantyShe was happy with the
explanation of everything
Initial Consumer Rebuttal /* (3000, 7, 2015/04/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is Mrs***This is not true, I am not happy with this response, nor is my husbandThe only thing that was explained was that the charge was per job, not per hour
Final Business Response /* (4000, 10, 2015/04/23) */
Spoke wit Mr*** and we refunding him $for this jobHe stated he agreed with this settlement

Initial Business Response /* (1000, 8, 2015/03/23) */
Contact Name and Title: *** Office Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@rrsc.com
We have attempted to reach this customer since the date this was entered and we have not been able to reach herWe have
left numerous message and none of them have been returned therefore we have not been able to resolve this issueHer phone is also disconnected nowWe have sent a letter to her in an attempted to resolve this

DO NOT USE THIS COMPANYWe called for a non-emergency drain clog and made an appointmentWhen the technician arrived it took him minutes to unclog a laundry room drainWe just received the invoice and it was for over $That equates to $/ minuteWe disputed the charge and the office manager said that they charge a flat rate whether or not it's an emergency, and no matter how much time it takes to fix the problemDO NOT CALL USE THIS COMPANY!!!!

We choose this company based on years in the business and an alledged A rating from *** *** on their website We were scheduled for a service call the same day as our first call Schedule time was between 2:PM - 6:PM At 4:PM, the dispatcher called asked if the service man had arrived (he had not) Dispatcher advised service was running late At 6:we called dispatched to check arrival of serviceman We were advised it would be closer to 9:PM At 9:PM, dispatcher called advising serviceman will be arriving about midnight to 1:AM at which time we rescheduled to the following day between noon and 4:PM Serviceman arrived around 2:PM advising replacement of thermocoupler would be about $ Being naive, we authorized repair Repair took minutes The bill for the thermocoupler was $ and $for labor We strongly discourage anyone from using Roto Rooter...EVER

Initial Business Response /* (1000, 5, 2015/07/07) */
Contact Name and Title: Courtney Office Manager
Contact Phone: ***
Contact Email: courtney.***@rrsc.com
Spoke with Roberta and we agreed to refund her the parts price of $Infored her it would take about weeks for
the check refund

Initial Business Response /* (1000, 5, 2015/07/29) */
Contact Name and Title: *** Office Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@rrsc.com
Spoke with *** and aplogized for the situation and the customer serviceWe will be issuing a credit for the work
from the first visit

To whom it may concern,We originally took the phone call on Thursday January 26, at 2:pm and have computerized documentation to prove when the call came inOur office staff quoted our location hourly rate and a mileage rate to travel just shy of Farragut State ParkWe give hour windows
as to when our technician will arrive on-site and this particular window was between p.mand p.m on Thursday January 26, Our technician arrived on-site at 5:p.mand didn't leave the job site until 8:p.m The original phone call only asked for our technician to locate the septic tank so the landlord's contractor could know where the septic system was located while he was doing separate work for the landlordWe were not told that this was a landlord/tenant situation from the gand that the landlord and/or contractor would not be on-siteIt was the tenant that was directing our technician where the line was locatedAfter around minutes the landlord arrived on-site and was extremely confrontational with our technicianOur technician would not perform the work until getting adequate authorizationThe landlord shoved our technicians snap pack into his chest with a check of $and said to get to workOne of the main concerns was that this sewer line was not accessible to locateAt this point our technician quoted additional rates for the additional workThe landlord was beyond upset and wanted all of the work done at our hour rate and not pay for anything additional although additional work was requiredWe later received permission from the contractor to cut into the sewer line via phone and run our camera down the sewer to the inlet baffle of the septic tank and locate the septic inlet and depth from ground levelOur technician placed a shovel where he had located the inlet of the septic tank. Our technician did forget his charger on-site and needed to return Friday January 27, to retrieve his chargerOur technician spoke directly with the contractor on Friday at the job site and the contractor stated that he located the septic tank exactly where our technician had placed the shovel from the locate the night priorNeedless to say we did all of the work for a little less than an hour and a half plus travelWe discounted a 1/hour of labor being on-siteThe customer put a stop payment on the check we received from her that evening and we then proceeded to collections for the amount owed on her invoice.Best Regards,Lynn M***Roto-RooterOperations Manager(208)765-Office

Spoke with the customer and we hae agreed they will pay an additonal $which will spilth the bill in half for both parties

Initial Business Response /* (1000, 14, 2014/09/08) */
Contact Name and Title: *** Office Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@rrsc.com
Left a message several message to try and aplogize for the issue at hand but was never able to reach the customerDid
issue a refund for the $left that infomration in the voicemail that was left
Initial Consumer Rebuttal /* (3000, 16, 2014/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Revdex.com Complaint Case# XXXXXXXX
After assessing what transpired during a service call on July 10, 2014, and researching Roto-Rooter's ruthless business practices, *** and *** decided to request a refund of $because $is the average market price for the work performed by Roto-RooterThey concluded that Roto-Rooter's business practices are unethical and that they are not going to accept, what amounts to a bribe, for their silence
On September 10, 2014, *** returned *** ***'s (Roto-Rooter representative) telephone call from the previous weekDuring this phone conversation, Ms*** apologized for the technician's behavior and said she had issued a credit of $because Roto-Rooter failed to credit a coupon*** expounded on the abusive nature of the technician's derogatory, condescending and short-tempered behaviorIn addition, *** explained that after researching market prices for similar service and Roto-Rooter's reputation of fleecing customers, it was apparent that Roto-Rooter had taken advantage of their situation by coercion and intimidation
Ms*** said that this is their price-point and that $is the average cost for such service, and in addition, they included in the price a $drainage maintenance solutionThis is a new twist because *** did not ask to purchase nor was she given the choice to purchase the $drainage maintenance solutionThis appears to be another form of extortionIn short, Ms*** said that Roto-Rooter could not/would not reduce the charges to $
*** requested to speak with Ms***'s supervisor, to which Ms*** said she was the manager in charge*** asked for the phone number to Roto-Rooter's Legal Department or General Counsel; Ms*** said they did not have one and that legal matters where handled by outside counsel and not in the Chicago area (Ohio) and would not give her that information*** requested the name of the technician that performed the service at their residence, because the signature on the work order was illegible and not printedMs*** said..."I will not give you that information"Ms*** then offered a $refund provided *** and *** closed/settled their complaint with the Revdex.com ("Revdex.com") and did not pursue legal action*** said she would discuss the matter with *** and would call Ms*** back
On September 17, 2014, *** called Ms*** at XXX XXX-XXXX extXXXXX and was transferred to voicemail*** left a message saying, *** and I have decided not to accept your offer to refund $If you have any questions, please feel free to call."
Final Business Response /* (4000, 18, 2014/09/19) */
Our price is $for the work that we did to the residenceAs per the orginal complaint the customer was requesting a $refund and an apolgy from usBoth of these were givenAs the customer was still very upset due to the service level and felt she was overcharged we as a company offered to issue an additonal $off for a total of $off of our typical price of $for the work that was provideWe have dealt with the tech and don't feel that it is needed to provide his name to the customer as there is no reason for the customer to have any contact with him as we have dealt with hi and this issue

We called Roto Rooter to clear roots in our sewer system After clearing some roots, the serviceman said we had blockage and called another serviceman with a camera
He quoted us $to clear out the roots We asked if he would continue to use the rodder to clear further into the clay tiles, but he refused We paid $for partial work
We called our village Public Works DeptThey sent a man out who told us Roto Rooter should have gone further in the sewer line to clean out the rest of the roots I feel Roto Rooter was just trying to get us to pay for $for a problem that could have been fixed by rodding further into the sewer system

I called Rot-Rooter do investigate our sewer backing up into our finished basement The experience started out "ok" until we found out we had a broken sewer line in our front yard, instead of just a blockage
We were advised that ftof sewer pipe needed to be replaced and were told that it would cost over $9, this seemed quite excessive but, since it was over a weekend, I had no choice The work started on Monday morning I then had an opportunity to call my town public works department I was told that the town would charge approximately $1, While it probably sounds like "sour grapes" or Buyers remorse, the fact is, if my town can do the work for 1/9th the cost, then Roto-Rooter is WAY over priced Not to mention, when we first started with "power rodding", they charged $ Also QUITE excessive
We were able to negotiate down to $but still quite extreme in my opinion As the work was finishing up and they were backfilling the trench (feet), I noticed that the backfill was feet high and was mixed soil, raw sewage and concrete debris When I asked the worker what they were going to do with all of this extra "backfill", they told me I need to wait for the ground to settle back in I understand the ground settling after a large dig but, 3-feet? Sounded more like they were not prepared to remove the bacffill I told the worker, he cannot leave this pile of *** (Literally) on my front lawn and they need to remove it before they leave, I was told "that ain't gonna happen" Are you kidding me? You over charge by this extreme amount and then you are going to leave this disgusting mess all over my lawn?? Unacceptable Not to mention, when I called my "Rep" Adam, to discuss this, I was told "You signed a landscaping waiver" So, they are just going to do whatever they want?? NO I told the workers on site that, if they don't remove this waste from my property, they are not getting paid and I will happily take them to small claims *** I also filed a complain with the Revdex.com (here) They apparently don't feel this warrants lowering this companies A+ rating
I'd say this to anyone reading this review:
If you find yourself in this situation, call your town to see if they have a program that will save you some money If they don't, call someone besides Roto-Rooter They are scam artists

Initial Business Response /* (1000, 9, 2014/05/13) */
Contact Name and Title: ***-Office Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@rrsc.com
Dear Ms***,
Our records indicate that we did go out there two timesThe first time we show we cleared the
kitchen line and gave you dollars off our flat rate pricing with a month guaranteeWe also show we went back a second time at no additinal chargeI do not see a third call from youWe would be more than happy to come out and take a look if you are still having a problemThere will be no chargeWe always try and fix the problem efficiently and quicklyPlease let us know if you would like us to come back outIf not we hope you will contact us in the future so that we could be of service to you againWe value your business
Sincerely,
*** P

As of October 25, I have received no reply from Roto-Rooter

We will not be removing the lien at this time and the customer has hired a lawyer therefore we will have our legal team handle this going forward

ROTO ROOTER is thus far THE ARMPIT of plumbing and providing customer serviceRoto Rooter sent an apprentice to rod my drain and my main sewer line, camera to be included (service has yet to be rendered) - $295, due to a mathematical error on their part (otherwise $325)Anyhow, while working in my home the apprentice apparently had his service van broken intoOf course this is awful but he had not closed his "hockey puck" lock properly
I was understanding why the camera techcould not come out the same day (I figured due to police/insurance paperwork) so I rescheduled for the following dayOnly to have the Technot show upso I follow up with a manager mind you - Matthew A*** and he sets me up for yet another following dayJust so they could blow me off a second time! lol Here is the kicker though - Joe *** (Chicago West Branch Manager) calls to say he overridden Matthew and Joe now is going to reschedule meall the while during this situation not being abl