Complaints

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i had them come to my house because we had a sewer pipe that was leaking outside . i had called several plumbers in the area but because of covid , there was no one who was able to come due to the pandemic. this was in november of 2021. the total cost of excavating and replacing the pipe came to about $20,000. which i found out later from other plumbers was very high. i even said that when i contacted them but i was told that was due to the fact that they had to get an excavator . in order to pay for this, we had to take out a loan of $20k to pay for it, through roto rooter of course, because we couldnt get the money any other way. we were told that the sidewalk and the road in front of the house would have to be ripped up and that they would put the sidewalk back together but greg the manager said "it wouldnt be the same as it was before they tore it up" i then said im assuming it will be safe and usable and he said "yes". so they came out ripped iup the walk etc and replaced the pipe, which took several days. after about 4 days, i was on my way to take my daughter to the dr, she had covid, i met the guy who was working on it as i was walking up the road to my car, i wasnt able to see the completed work because i had to get to the dr .and wAS in a hurry. he said he took pictures pf the completed work, it should be ok ect and didnt give me a proper reciept, just a postit note with some details, i said i need a proper receipt, he said they would mail it . ok so i got home after the appointment, and the sidewalk was in a terrible state, slabs of concrete broken all over the place, gaps in the pavement big enough that several people since have gotten hurt, they dug up a spot on the road just off the curb in front of the house, tarred it over, left the dirt all over the sidewalk, creadint a huge mud pile, and a sink hole in the road, which the city inspector has been notified about, he has also spoken to them about it, he told me that roto rooter has to fix it or th

  Business response

  09/20/2022

  We did the job as requested, have pictures of completed job as well as sign offs from the city of the proper work being done.  Before the job was even completed, Mrs. ***** tried stopping payment on the work.  Since doing the job she has tried several different ways to get money back from us,  As proven to the town as well as my lawyer, he claims are unjust.  We will now be trying to go back to court to settle this matter.  

• Initial Complaint

  07/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The first visit was made on 7/11/22 after we called because there was water backing up into the bathtub. We were told it was going to be $100 and then once they came here they said it was so bad they needed to snake it for $600. After we agreed and they snaked it out, they told us that it didn’t work and they needed to replace the pipe because it was rusted out and they needed to replace with PVC pipes. The cost for that would be $2,200 plus parts and tax. We asked how much would be the parts and they said $200-$400. The issue is still not fixed and we paid the first invoice for $586.68. The second visit was made on 7/14/22, they came and were here for about 5 hours and left at 5pm. The invoice listed parts as $507, and the parts listed are sold at **** ***** $132. The issue was still not fixed and we paid the second invoice for $2,924.10. We called the office the next morning of 7/15/22 to speak to manager. We were told that the manager was not available and wouldn’t be until Monday. I hadn’t received a call so I called in the afternoon of 7/18/22 and told him that I was overcharged for the parts and that the issues I had originally contacted them about is still not fixed. He said that they needed to come back again to snake again and that would be an additional charge that he estimated would usually be $600 but he would charge $400. I have already paid $3,511.78 and my issue is still not fixed. I believe I am being unfairly taken advantage of because of my age and I am at their mercy. As per the Roto-Rooter Terms and Conditions, as detailed on the back of the contract, there is a Notice of Cancelation, which states that “I may cancel this transaction, without any penalty or obligation, within three business days from the service date on the reverse side. If cancelled, any payments will be returned within 10 business days.” I have mailed the Notice of Cancellation according to the directions.

  Business response

  07/22/2022

  My response to this complaint is the work was performed as requested. Once we were done with repairing the line that had almost no flow to it, the ****'s were notified that there was an additional vent issue going out to the street. When we discuss this with them we found that the foot vent had been concrete it over out on the sidewalk. We then sent our technician back on 19 July and he spent over six hours trying to get a new vent located out of the house. At this point we went above and beyond and the ****'s still found it necessary to try to chance cancel their credit card at this point because of non-contact and because of the way this has been handled on their behalf we will be moving forward with putting a lien on their property  as well as additional billing for the time spent there and the hassle this has caused us.

   

  Craige O*******

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