Roto Rooter Plumbing & Drain Services

We are sorry that you did not find our previous response satisfactory. You charged approximately $25,000 in MasterCard charges soon after receiving the cards and then proceeded to claim fraud on almost all of those charges.  We determined the charges were made by you and are therefore legitimate.  We take fraud claims very seriously.  You are understandably concerned about the high payments.  The payments are high because you are behind.  The payments you failed to make do not go away; they continue to be added to the next payment until you catch up.  Once you catch up on all past due payments then your payment will drop back to a normal amount (payment due).  The late fees are legitimate charges because you are delinquent on your payments; we did waive three fees as a courtesy, but cannot waive any additional fees since you continue to remain behind on both payments.   The credit bureaus are showing  you are past due on both MasterCard payments because you are.   Once you begin making your payments on time this will be reflected on your credit report as current.  The credit bureaus show one card as being “closed by consumer” because you reported that card as Lost/stolen.  The other was “closed by Institution” as a result of our fraud research. We addressed in our previous response that your savings and checking accounts were never closed, these are still active.  It has been determined that you will remain blocked from NetBranch based on your past actions and your calls will continue to be routed a Manager.

We are very sorry that you feel that RBFCU is misleading you regarding this inactive fees.  I am enclosing the section regarding inactive accounts that appears in our Membership Agreement.   All of our members should be familiar with the agreement since it contains all of our policies regarding your account.  You can find it on our website.  18. Inactive Accounts. We may charge a fee for an inactive Account under terms as disclosed in our Fee Schedule. An Account is inactive under applicable law if for more than one year there has not been a debit or credit to the Account because of an act by you or your agent (other than us) and you have not communicated with us. An account is dormant under applicable law if for more than two years there has not been a debit or credit to the Account because of an act by you or your agent (other than us) and you have not communicated with us. An Account is presumed abandoned if (i) the Account has been inactive for at least three years from the date of your last transaction on the Account or your last [redacted]spondence with us, and (ii) we are unable to locate you. If an Account is presumed abandoned, we are required to report the abandonment and to pay the funds in the Account to the State of Texas.We do not charge an inactive fee if the account has a balance of $50 or more, if the owner is a minor, if there are loans on the account, etc.  This same policy applies to all of our members and is easily refunded if we are contacted within a reasonable amount of time.   If a member  fails to receive a statement from us we do ask that they contact us immediately because there is a problem and we cannot [redacted]ct it if we are not aware of it.  We have decided to refund your $35 inactive fee as a courtesy in this case.  Please send a secured message letting us know which account you would like the funds deposited to.  Thank you.

[redacted]Thank you for giving us the opportunity to respond to your request.  This has been reviewed.  We apologize if the information request wasinterpreted differently from what was intended. We are unable to provide a letter stating we pulled the credit request in error. The credit record request was not done in error.  During the account opening process the information was disclosed regarding granting access to credit records.   This was accepted during the process, if a member doesn’t agree the process can be discontinued.    Based on this information we are unable to provide a letter to [redacted] stating we made an error.

RBFCU understands an occasional oversight on finances can result in fee charges. Fees can be refunded as a courtesy to the member as an exception and at our discretion. These exceptions do not admit fault on behalf of the credit union. Merchant errors also result in fees assessed to the member. Fees were previously reversed to the account due to a merchant error (Microsoft). This was not previously explained to the member and we apologize for that. The merchant did correct the additional debit to the account but RBFCU refunded the fees due to it being out of the member’s control. The member will be contacted within the next 2 business days for information regarding reconciling his account. The member’s complaint was addressed previously in the response sent on October 28, 2015. The  request for the refund of fees remains denied.

Thank you for allowing us the opportunity to respond to this complaint.  The research on this account/situation was completed and here are the findings:1.  The first $24 fee was charged for a Paypal charge of $79.96 (the available balance was only -69.81)2.  The second fee was...

charged for a Capital One charge of $50.00 (the available balance was only -45.81)The $84.60 charge was a point of sale transaction, but we only see it coming through one time and it did not receive a $24 charge.  We apologize for any confusion, but the fees were charged appropriately because the adequate funds for those two transactions were not available.  It is possible that once our member receives his July statement in a few weeks that it will be easier to see why the fees were charged. Thank you.

Dear Member:  We reviewed our records again based on your latest comments to ensure we hadn't overlooked something.   The records regarding this case are very clear and every communication with you is documented (phone calls, letters, etc.).    We apologize, but we do not show any agreement between you and any of our Representatives regarding the acceptance of less than the 50% of the payoff which was discussed with you.  Your offer to pay approximately 25% of the payoff would not have been an agreement we would have accepted.   We are sorry this did not work out as you would have liked it to, but the credit union acted only after you failed to make payments.   All default remedies are specified in your Truth-In-Lending Disclosure and Loan & Security Agreement.  Furthermore, we were in constant contact with you throughout the entire process to assure you were aware of all actions being taken. Based on the facts in this case, we will consider this matter closed.  We wish you only the best.

Complaint: [redacted]
I am rejecting this response because:
One, the loan dept continues to make my loan experience the worst ever.Two, I was promised by Ms. [redacted] that I would receive a Loan Payment coupon book about a month ago, but  have never received the payment coupon book, I did receive a temporary coupon for l2 months, but is this a continuation of it's poor loan policy, information and follow up to me as an individual complaining about poor service with the loan dept?  Or do they do it to everybody?  This would be the sixth issue I have had with the loan process, etc.The only positive thing that has happened is the positive experiences I have been receiving at the [redacted] the last couple of months, but let RBFCU know that I am not a happy camper with the RBFCU loan dept
Regards,
[redacted]

On October 26, 2016 we did do work at [redacted]s house at [redacted].  Ms. [redacted] had a plumbing leak causing water damage in her bathroom.  Our Water Restoration division did meet with her to as the damage.  After evaluating the issue we contacted her...

issurance and received a claim number.   After receiving approval from her issurane company and receiving written authorization from Ms. [redacted] the work began.  After removing the affected area drywall drying began.  The drying was monitored until the readings indicated a dry standard.  The equipment was removed and the job was completed on October 26, 2016.  All relevant paperwork was completed and submitted to the insurance company.  We received payment on December 27,2016.   We were not removed from the job by her insurance.  We completed the job and were paid infull.  Ms. [redacted] also signed a certificate of satisfaction on October 26, 2016 indicating the job was completed to her satisfaction.
Ms. [redacted] states that we were going complete the rebuild of her bathroom once the drying was complete.  As it has been expained to her on the day  the job was originally signed and numerous times after that we do not do any of the rebuilds.  She was instructed to talk with her insurance adjuster and hire another contractor to complete the rebuild.  It should also be noted that no where in our paperwork does it indicate or talk about completing the rebuild of her bathroom and we were noi paid for any additional work.

Complaint: [redacted]
I am rejecting this response because: the problem we had from the very beginning was the washing machine drain. I informed Roto-Rooter of that problem. As a matter of fact, the person with that was at the house when they arrived told them about the same issue, however they said they wanted to clear out the main line. They never cleared the line from the washing machine as we first instructed them.
Sincerely,
[redacted]

Complaint: [redacted]
From: [redacted] Sent: Thursday, March 31, 2016 1:34 PMTo: [email protected]: Complaint #: [redacted]   I have yet to recieve a reimbursement check from Root Rooter. It has been 2 to 3 weeks since their response.

Complaint: [redacted]
I am rejecting this response because:That is not an accurate statement. Nothing was provided to be signed after given a price before the work was done. Sincerely,[redacted]

After speaking with the customer we are refunding 75.00 to settle this issue.  The check has been mailed out

Complaint: [redacted]
I am rejecting this response because:
That is not an accurate statement. Nothing was provided to be signed after given a price before the work was done. 
Sincerely,
[redacted]

In response to this complaint.  Our technician was dispatched to clear the main drain.  Upon arriving he attempted to clear the line with a single basket but was unable to clear it.  Knowing the line around the 100ft mark he attached a second basket and was abl;e to clear the...

line.  Our normal price for a main line is $491.95 and a second basket if needed is discounted down to $335.00.  I did talk with her and explained that the clog was further then our cable could reach and that is why the extra charge.  I will have the bill broken down and sent out to  her.

On August 24, 2016 our office was called and an appointment was made for a technician to go out to [redacted] and disconnect 2 kitchen sinks, water and drainage.  Our technician arrived at the address assessed the job and gave  an estimate of $266.95 to complete the...

job.  The estimate was excepted and the invoice was signed.  Our technician completed the work collected payment and invoice was signed the it was completed and the customer was satifsfied.  At this point the customer stated they were going to have him come back after they have work done in the kitchen and hook everything back up.  Our technician stated that hooking everything back up would be more expensive, but he would come out and give them an estimate.  On August 31, 2016 our technician was again sen out to [redacted]  Upon arrival he gave an estimate to reconect the water line, garbage disposal, new p-trap.  The cuistomer agreed to the price and signed the invoice authorizing the work.  Upon completion the customer again signed the invoice indicating everything was done and they were satisfied.   
A while later this office did receive a call from [redacted] stating that she was over charged.  She indicated that she was out of town when this was done and would have never authorized this amount.  I attempted to explain our pricing, but she did not want to hear I and wanted to talk to the owner.  The ownere was given the message and he did leave a message for her.  I understand the fact she feels it was to expensive, however we give an estimate prior to any work being done.  If it is to expensive it is a free estimate.  Ms Aldridge obviously gave permission for the person at the house to authorize the work since it was her credit card that was used.  [redacted] should have had a conversation about how much to spend on these jobs.  The prices that were charged for both jobs are within our company's price guidlines.

Complaint: [redacted]
I am rejecting this response because:the service call made was to RESOLVE the issue...NOT to come and do nothing.  Also I mistakingly said that he quoted $4k to $5k but it was actually $10k to $20k which was quoted by Tim for cleanup.  These guys are big time rip-offs.  They don't answer calls and I made 3 attempts and an email even which was forwarded to Revdex.com.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I have used ROTO ROOTER in the past and the charges were broken down and the amount of time spent on the job and any materials that were used determined the price. I have other receipts which indicate this - the discount of $100.00 is not a satisfactory offer. The charges should be the same as they were on August 29 minus the service charge which I was told would be waived because the work on August 31 was part of the same job. I would encourage the Revdex.com to call ROTO ROOTER for a job and ask about their pricing. This manager clearly has created an explanation that makes little sense.Sincerely,[redacted] PS. I can provide receipts from work done in December 2015 which shows the breakdown of charges for work done.
Sincerely,
Lisa Aldridge

I understand that she wants a breakdown of the pricing.  As I tried to explain when I talked with her we have flat rate pricing.  Are pricing is per job not by the hour.  So if the job takes 1hr or 7hrs it is the same price.  I talked with the owner and to settle this issue he is willing to credit $100.00.

Complaint: [redacted] I am rejecting this response because:That is not an accurate statement. Nothing was provided to be signed after given a price before the work was done. Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:
I was not told anything about the diagnostic charge when making the appointment and the ad does not say the free estimate is not applicable to certain issues.  You don't even know if it could be a plumming problem, like a broken toilet seal, which is a 20 minute job at most.  The add is misleading and I will not do business with this company again.
Sincerely,
[redacted]