Complaints

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  ************************ sent Root24 plumbing to my home for a repair that was covered by our insurance with AWR. When they arrived on site to repair a sewer line they had no tarps to protect the floor, no vacuum, broom or rags to clean up the mess they made. They left my basement dirty and disgusting. They are currently trying to double bill me for something that was covered by insurance. I called ************************ and was told they were waiting on the invoice from Root24 to pay the claim. Root24 has been given the claim number several times verbally and in writing and continues to harass me for payment. Their practices are dishonest and unethical.

  Business response

  05/15/2024

  The customer has a Sewer Line Protection Program that has terms and conditions and only pays and covers certain items to be repaired. However, there are items that are covered, and not cover. ******************** had a leak on his sewer line in the basement. That is an Iitem that is not covered because it's not backed up its a leak. The program considers that to be preventive Maintenace because they only cover blockages. The customer wanted the work done and we said it was not covered we have to see if it will be covered. The customer wanted it done and did not want to pay and I told him if you want the work done before getting an ok then you need to confirm that you will be paying us. I have found that when a customer has it in their mind that they paid for a program and then we say it's not covered they attack us. I can show you pictures that we did the work, and our job was cleaned up very nice. We are sorry that this customer finds us to be dishonest and unethical, but we did our job

  Customer response

  05/22/2024

  
  Complaint: 18967052
  
  I am rejecting this response because:

  There response is a complete fabrication.

  I gave them the claim # from American Water several times. They contuniual harrased me for payment. On another call from american water I was told **** hadn't subbmited the claim to Them for payment and tha was all they needed to do, but chose to harrass me instead.

  When I contacted American water they told me it was covered and American Water aurtherized Root 24 to come to my house.

  Believe me American Water paid Root for the work because they have stopped harassing me aftre filing the complaint with BB.

  They left the basment dirty and left the removed sewer pipe on site
  
  
  
  Regards,
  
  *****************************

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