Roto-Rooter Services Company

We have recieved a payment of $2,and have informed the customer that we are excepting this payment as payment in full

Initial Business Response / [redacted] (1000, 7, 2015/05/12) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @rrsc.com Visited teh customers house, customer showed me that water was coming in all around her basement foundationI looked at th eissues and turned the customers problem over to our insurance company to handleCustomer was satisfied at the time that insurance was gettin involved Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/06/08) */ The businesses response is true, but nothing has happened sinceThat was in April that we spoke of thisThe issue remains unresolved

Great Service for a Price I was not impressed when I called to schedule someone to come out, that they could not give me any information on pricing over the phone I pushed pretty hard too All I could get was they would give me a Free Estimate when they arrive This was a weekday issue that was not an emergency I had a drain that was clogged in the pipe from the kitchen to the sewer So all that needed to be done was a medium snake to push out some sludge Pretty simple Figured about $maybe more on the high end, but was told $for this service This was quite a bit high for something that took very little effort or time This is why they give you nothing on the phone While I know it's hard to say without knowing all of what the problem is, but $/ hour charge is quite expensive They could have told me that on the phone Minimum is $or maybe we look at your neighborhood, house etc and decide the price The technician was trained in sales technics

Initial Business Response / [redacted] (1000, 7, 2015/12/02) */ On September 24th Ms [redacted] contracted Roto-Rooter to dryout her bathroom due to a water leak between the two bathroomsAt the time we signed the contract with Ms [redacted] , we informed her that we would handle drying out her bathroom which would include removal the vanity, some wall area to the studs and some flooring in the hallwayWe informed Ms [redacted] that once our work was complete she would have to contract another company to put everything back in place and that was seperate to our claimWe referred a company to her that she did not want to use We have spoken to Ms [redacted] several times concerning this and informed her that our contract with her and her insurance company was just for the dryout portionThe insurance company was aware that a seperate company would be handling the reconstruction The insurance company has paid Ms [redacted] in full for our portion of the workThe check was made out to Ms [redacted] and Roto-RooterMs [redacted] was contacted requesting that she endorse this check and forward it to us for paymentShe refused to do so We were contacted recently by an insurance company representive asking if we had been paidThe reason was because the check that was made out to both parties had the name of Roto-Rooter removed At this time I feel we have completed our obligation and we are due the payment that Ms [redacted] has received and deposited from the insurance company

Initial Business Response / [redacted] (1000, 10, 2015/06/01) */ Visited the customers house and leveled her yard with fresh dirt , seed and straw

Any damage to Mr*** home was caused by his a most year old sewer line that was full of roots, not by our technician failing to find the problem the first day According to our employee Mr*** was already using his shop vac to clean up the sewer water when he arrived the first day
and Mr*** said "There is water everywhere" Under no circumstances is Roto Rooter responsible for his mess caused by his failure to do even basic maintenance to his sewer line Mr*** was satisfied enough with the service the firstday that he paid the bill and sent our technician on his wayIn fact he hired another sewer company and the roots in his sewer line were so bad they had to replace the line.Tom R***

Initial Business Response /* (1000, 5, 2016/01/12) */
We sent a journeyman plumber back to the *** home to look at the issueWe found an outside faucet that was dripping but not causing the issue with all the standing water in the crawl spaceWe repaired the faucet at no charge to the
***s
The issue with the water in the crawl space and gone away by the time we arrivedIt has been determined that the issue is with the ground water from all the recent rains

Not a hour plumber as stated onlineWe called them for an emergency Saturday evening and they stated they could not come out until Monday morning

Initial Business Response /* (1000, 5, 2015/06/29) */
Contact Name and Title: *** *** Manager
Contact Email: ***@rrsc.com
Contact with the customer has been made several times over customers satisifactionCustomer had reached out to us and explained dissatisfactionAt that
time we had asked to let management come to the site and evaluate the concernCustomer disagreed with this and stated she didnt want any other employees to come to her houseShe stated she would send picturesPictures were sentI again had offered to come back to the customers home with qualified techs and address the areas of concernCustomer wasnt interested in this taking placeAre technicians are trained to IICRC standardsOSHA is a saftey standard that we also abide byAre goal is always to have a satisfied customerThe chemical treatment being discussed can be applied in several waysThe first time it was applied by mop and then driedThe second time it was applied by sprayerThe floor will look differnt with the different aplication ProceduresWhen the work authorization was signed it was explained we would submit an estimated to the customers insuranceThe customer would be invoiced the approved amountIt was also explained it was the customers responsiblity for paymentNot allowing mangement to evaluate or correct the issue has now elevated dis-satisfaction

Complaint: ***I am rejecting this response because:The technician is not being truthful to his manager. As I stated in my original complaint, the invoice attributed the blockage due to toilet paper. Had I been advised that it was a root problem, I would have taken steps to mitigate the problemAfter the technicians second visit he said he thought it might be a root problem. At this point I did not trust his assessment of the situation. So, I called another vendor to TV the line to see what the actual problem wasThey did find a root problem and took care of the problem for me. As Tom stated, We did pay for the services rendered; however, under the assumption the work performed had solved our problemUnfortunately for us, it did not. As a result, we are subject to a significant financial loss as well as a total disruption from the work having to be done.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/07/16) */
Contact Name and Title: *** *** Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@rrsc.com
Roto Rooter responded to customers house after they requested usOnce on site the customer was contracted with roto rooter
It was agreed we would submit a estimate to home owners insurance and home owners insurance and roto rooter would agree on priceEstimate was submitted to insuranceCustomer called prior to insurance approval of estimateI had relayed at this time this was and estimate and not an invoiceI had ask if I could meet with her to go over each line itemCustomer stated she would get back with meThe next day I was contacted by customers insurance to go over the estimateI had told insurance company I offered to discuss the estimate with customer or meet with adjuster on siteInsurance relyed to me they would get back with customer to see about an agreementI contacted customer again to ask if I could come and set down with them and go over estimateOnce again customer wasnt interestedCustomer stated they would come up with what they thought they owed roto rooter for the workCustomer sent email with speadsheet/invoiceI responded to the customer with the approved Insurance estimate attached and stated we would except the approved amount from InsuranceRoto Rooter had agreed to charge customer what was aproved by InsuranceRoto Rooter has reached out to customer several times and asked to walk the project and review the line itemsThis was not allowedAs stated before in email we will except approved estimate from customers InsuranceRoto Rooter uses xctimate pricing

Roto Rooter of Longview has remitted back to Mr*** the cost of the service call $but maintains that the back up was caused by extensive roots in his system, roots so bad that he had to replace the sewer line, the back up was not caused by our technician

We have recieved a payment of $2,000.00 and have informed the customer that we are excepting this payment as payment in full.

Initial Business Response /* (1000, 10, 2015/06/01) */
Visited the customers house and leveled her yard with fresh dirt , seed and straw

Initial Business Response /* (1000, 7, 2015/05/12) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@rrsc.com
Visited teh customers house, customer showed me that water was coming in all around her basement foundation. I looked at th eissues...

and turned the customers problem over to our insurance company to handle. Customer was satisfied at the time that insurance was gettin involved.
Initial Consumer Rebuttal /* (3000, 14, 2015/06/08) */
The businesses response is true, but nothing has happened since. That was in April that we spoke of this. The issue remains unresolved.

Great Service for a Price. I was not impressed when I called to schedule someone to come out, that they could not give me any information on pricing over the phone. I pushed pretty hard too. All I could get was they would give me a Free Estimate when they arrive.

This was a weekday issue that was not an emergency.

I had a drain that was clogged in the pipe from the kitchen to the sewer. So all that needed to be done was a medium snake to push out some sludge. Pretty simple. Figured about $100 maybe more on the high end, but was told $313 for this service. This was quite a bit high for something that took very little effort or time. This is why they give you nothing on the phone. While I know it's hard to say without knowing all of what the problem is, but $300 / hour charge is quite expensive. They could have told me that on the phone. Minimum is $300 or maybe we look at your neighborhood, house etc and decide the price. The technician was trained in sales technics.

Complaint: [redacted]I am rejecting this response because:I have not received any remittance to date.  Also, as I stated before,  when the technician came out the first time he said the problem was a blockage due to toilet paper and the problem was solved.  The problem was not solved and as a result caused considerable damage to my house and a considerable financial burden.  Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/12/02) */
On September 24th Ms [redacted] contracted Roto-Rooter to dryout her bathroom due to a water leak between the two bathrooms. At the time we signed the contract with Ms [redacted], we informed her that we would handle drying out her bathroom...

which would include removal the vanity, some wall area to the studs and some flooring in the hallway. We informed Ms [redacted] that once our work was complete she would have to contract another company to put everything back in place and that was seperate to our claim. We referred a company to her that she did not want to use.
We have spoken to Ms [redacted] several times concerning this and informed her that our contract with her and her insurance company was just for the dryout portion. The insurance company was aware that a seperate company would be handling the reconstruction.
The insurance company has paid Ms. [redacted] in full for our portion of the work. The check was made out to Ms [redacted] and Roto-Rooter. Ms [redacted] was contacted requesting that she endorse this check and forward it to us for payment. She refused to do so.
We were contacted recently by an insurance company representive asking if we had been paid. The reason was because the check that was made out to both parties had the name of Roto-Rooter removed.
At this time I feel we have completed our obligation and we are due the payment that Ms. [redacted] has received and deposited from the insurance company.

Refunded the customer for the pipe shield.  Refund was given on their personal credit card

Initial Business Response /* (1000, 5, 2015/12/21) */
We have been in contact with Ms [redacted] and have agreed to refund her $57.00 toward her permit. She was pleased with this and the explaination of the other charges she had on her bill.