Complaints

• Initial Complaint

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi there, I am writing to make the company aware that we had an issue with the service we had on 5/3/2024 around 4:30pm. We had a person from your company come in to our home to do work on a slow tub drain and toilet. He was very polite and did resolve the issue. However we are not happy with the mess that was left behind it was horrific. When the gentleman arrived I asked if he needed any towels or rags placed and he said “no”. After he left I went to inspect the area and it was a complete mess. There were wet footprints from the bathroom into the hall that led down my carpeted stairwell. There were clumps of nasty stuff left all around and on the stairs. The tub was left full of some gross matter. There were filthy handprints left all over the walls and sides of tub. The walls and other furniture were covered in water and other debris. It took more than two hours for us to clean up the mess left behind. We are beyond disappointed and disgusted with the way our house was left after your services Especially because I have two young children who crawl and play on the floors. This is unsanitary and beyond disappointing!! Attached are just a few of the photos I took of the mess I do have more and can provide them all upon request.

  

  Business response

  05/07/2024

  We at Roto Rooter strive to provide excellent customer service and the way this project was left did not reflect positively on our company and how we treat our customers or their homes. I called Mr. ****** and RR will be refunding half of the service or $350.00 to cover the cost of cleaning that the customer had take on. We have resolved this complaint directly with our customer.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing in regards to the poor treatment and lack of follow thru from this company. Due to a broken underground pipe our sewage was mostly blocked. I called and set up an appointment. I was given a price and terms. After that it fell apart. I made numerous phone calls to get a schedule and no manager ever responded, only an office worker. To get to the point, the work started on 3/19/2024. They were to dig a 10x10 area to replace the pipe. By accident the worker hit the water feed line to the house thus flooding the hole. The result was 100's of gallons of water then poured on the excuvated dirt and front yard. They repaired the water line and replaced the sewer section. Now there was not enough dirt left to refill the hole and equipment got stuck in the mud causing more damage. I insisted to speak to the manager because they wanted payment in full ( $9244.80). He was rude and unproffesional. He stated they did all they could and it was not their fault even though the worker apologized for his mistake. I am left with a huge mess of a front yard, road, and driveway. I have contacted landscapers and my home owners insurance and awaiting their help. They need to be accountable for their mistake. Thank you for your consideration in this matter.

  

  Business response

  04/05/2024

  I am writing in regards to the above named complaint. This complaint is received with disappointment because we made it abundantly clear to and spent a lot of time speaking with Mr.****** in regards to this job. Mr. ****** is correct that after having Onondaga County Water Authority mark the water line, the water line was damaged due to the fact that it was not installed up to code (Utilities must be 6' apart and not in the same ditch) Whereas the water line ran directly across the main sewer line and was not marked as such. We made Mr. ****** aware immediately and even fixed the water line upon calling OCWA back out to shut the water off. This was an unfortunate discovery that led to further work needing to be completed, At no charge to Mr.******, but in no way had an effect on the amount of dirt that was on the property. We always complete the job to state and county codes which means we actually brought in Stone to properly bed the new sewage line, actually adding material to the property. Through the conditions from weather and the water line breaking, we at Roto-Rooter completed our job and went above and beyond to bring the lawn to a rough grade per our signed contract and Excavation Waiver with Mr.******s signature at the bottom. The last paragraph states "I understand that there may be rock in the yard, uneven settling, or various types of cleanup that may be required by myself or a third party. I also understand that after typical backfill, (as described above) Roto-Rooter is not responsible for post excavation landscaping of any kind."I personally spent hours on the phone with Mr.****** along with our office manager to understand what Mr.****** was looking for and it is our understanding that he is looking for his lawn to be fixed to finish grade, which would be his next step. At this time Roto-Rooter has left the work site at a Rough Grade standpoint and further settling will occur. It has been advised to Mr.******, that settling will take place throughout the spring and a landscaper will be able to bring in the Topsoil necessary to dress up the lawn once the settling has finished, which there unfortunately is no timeline on. We are happy to supply further documentation such as the Signed invoice, videos and pictures as we follow the same protocol on every job and each homeowner is made aware at multiple stages of the process that the lawn will not be left at finish grade, but will be left at a rough grade with uneven settling occurring. We have tried to resolve this matter to the best of our ability, but what Mr.****** needs is a landscaper and we do not provide that service as a Plumbing company. We at Roto-Rooter will always come to the table and try to provide top level customer satisfaction. I can be reached at ###-###-#### Jeron T***** - General Manager

  Customer response

  04/10/2024

  The manager states he talked with me for hours. He did not. We only spoke twice when I insisted. The code for the water pipe he spoke of came in years after my home was built which I did state to him. Since filing this complaint my insurance adjuster and a landscaper have visited my home, something Jeron never has done. They both agree that it is a disaster and definitely not a rough grade. The damage goes way beyond a 10 x 10 area as stated. The estimate to repair is over $2000.00 dollars. I wish we could of had a conversation but he was simply defensive and unwilling to offer any hope of a resolution.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called Roto Rooter of Syracuse on March 14, 2023 because of an issue with my main sewer line backing up out of a basement floor drain. The technician said the water was holding high in the vent and that they could offer a couple solutions. To snake the drain it would be $400, but there was no guarantee that would fix it. The jetting service was $600+tax and they would guarantee this service. With kids, I needed the sure thing and while expensive I agreed to the full jetting service. The technician used a plunger on the vent outside and tried the jetting hose, but after about 30min was concerned of a greater issue with the trap as he was not able to get the hose far into the vent (which I have video footage of) and told me to call the city and to call them back. I was surprised to learn that this should have been my first call as the city worked to clear the line the next morning and found no issue with the trap and removed the clog that was in the line headed to the street. After, I called Roto Rooter to explain what happen and to request a refund. I spoke first to the admin. She said the manager would call me to discuss further. I then heard from the technician. I finally, heard from a manger who listened to my story and shared their company polices, all of which I understood at the time, but for me the fact remained that they did not perform any of the services for which we had agreed. After some time, he offered me what they called a “one-time only” refund of $200 plus tax. I am still out $426.60, without any services rendered to fix my issue. I shared with the manager that that the technician came out and looked and did try and that time and effort has value that I would most certainly pay for. He shared with me their flat rate pricing policy as the reason he would not give me more money back. However, had they been able to clear the clog in 30min they would have had no problem taking the $642.60 and while expensive, that fix is what I agreed too.

  

  Business response

  04/04/2023

  On 3/14/23 we received a call from **** ********** regarding his sewer backing up in his basement. We immediately dispatched a technician and our tech arrived onsite at 5:15pm. After diagnosing his issue he was presented several options. He opted for a basic jet service declining any additional camera or cable equipment. **** fully understood that regardless of which service he agreed to during our no obligation free estimate we are unable to 100% guarantee success and that our services are non refundable. He signed the authorization and credit card slip and we began service. Our tech spent an hour and 15 minutes on-site attempting to diagnose and resolve John's issue with the equipment that he agreed to. After removing heavy wipes and paper towels from his line with the jet and attempting to pop open the line we were still unsuccessful. It was determined that the clog would be on the city's side and we referred him off to the city. It was in fact 70ft into the city's sewer jurisdiction. The city responded and was able to get **** open from their side. At the point of time we left **** he understood we had done everything we could do on our side of his system given the services that he had approved. He signed off on the satisfactory completion of our work that was agreed upon and completed. It wasn't until after the city was successful removing the clog from their side that he reached out to us saying we are suppose to say to call the city in the first place. I informed him that we are not allowed to insinuate it's the city's responsibility until we can confirm that with our equipment, otherwise we get in trouble from the city for just passing people off to them. Despite our policy of no refund whether we are successful or not I honored a partial refund to **** of $216. He was happy to accept this and understood that our time onsite and attempt to diagnose and fix his problem was appreciated and had value. 

  
  Sean Z********* Shop Foreman ROTO-ROOTER 1911 S. Salina St. Syracuse NY 13205

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 09/20/2022 I spent $2,030.40 to have the pipes in my home cleared out by Roto-Rooter. There was only one worker who was there for a short period of time. While I believe the price is outlandish for the job that was done, the worker broke my toilet. He claims there was a crack in it prior to him working on it but the fact is, it was holding water when he arrived and was not when he left. As a result, I was left spending even more money to purchase a new toilet and have it installed. Overall, I am very dissatisfied with the service provided and even more upset with how my home was left and the price I paid.

  

  Business response

  11/23/2022

  On 9/20/2022 we received a call from ***** ********. Her problem that she reported to us was a basement back up, washing machine and floor drain backup and a water closet not flushing. We dispatched a technician the same day and he arrived at *** ******** ** ******** ***** at 1:30pm. After diagnosing her several areas of concern the technician recommended a full cleaning and camera inspection of her sewer system. The customer agreed to the price that was discussed in full up front and they fully understood the total price and what was entailed. The customer signed all documents and credit authorizations and the technician began to perform the agreed upon work. In order to gain access to the toilet line the tech has to pull the toilet, this was discussed up front with the customer and agreed upon. Before beginning the tech noticed that the customers toilet was already cracked and recommended a replacement. The customer declined. The customer was also informed by the tech that resetting the toilet might cause it to crack more and potentially leak as outlined in the techs invoice, the customer understood the risk and wanted the tech to reset that toilet despite the risk. Apart from that minor issue the rest of the cleaning and inspection went perfectly and the customers sewer and drain system was all open and flowing. The technician test flushed to make sure everything was flowing and the customer, satisfied with the service provided and completion of the scope of work, signed off on the invoice that also indicated the damage to the toilet known in advance and also where they opted to reuse the damaged toilet instead of replacing. The customer was also given a 30day guarantee in regards to her sewer cleaning. We received a call 2 days later from the customers father upset about the toilet and the cost, however all of the drains cleaned were still running free and clear. 

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