Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 13, 2024 we contacted this business speifically seeking a septic pump out as it was backing up. I told this to the call center person who took down my request and said someone would call me. I suspect this call is either recorded or at least has specific notes about my request. A gentleman returned my call and said no problem he would send out the truck. My husband stayed home for Thanksgiving dinner to await them. He was shocked when a guy in a avan arrived and no pump truck. He told the guy this was not what we needed or what we ordered and sent him away. He received a call from the business owner he was angry that his employee was sent away. I also called the business owner after he and my husband had words and explained our frustration not to have a pump truck, which is what we asked for. He believed there was a misunderstanding on the phone. We later received a bill (invoice # ***-527241013103) which we contacted them and told them we were not paying for services not rendered. They felt that we needed to pay since they sent someone out. A week later we received a collections notice (file *******) from ******* Adjustments stating they would file this on our credit if not paid by Dec. 6. I have since requested ad recived an extension from ******* until Jan 3 to attempt to resolve this issue. They have advised me that they are only able to take direction to close or adjust the file amount from someone at Roto-Rooter directly. I am hereby requesting that this invoice of $200 be eliminated. I do not think an ethical business bills a client based on a 'misunderstanding" when no service was delivered. While I recognize that they had someone drive here, they did not do any work on our property. I think this cost of doing business should be absorbed by the vendor.

  

  Business Response

  Date: 09/12/2024

  We receive very few complaints and this is our first through BBB this year. We handle clients concerns fairly quickly on our own typically. This client however does not recall our lengthy conversation on the phone that evening or is choosing to misrepresent what they asked for and what we talked about. I have been very clear from our first call that night to now that we do not offer pump truck services nor were any promised that night. I was clear that we are a plumbing and drain cleaning company. i offered to send a truck out at emergency rates to clean the drains to and from the tank and video inspect to confirm lines were clear. The husband after more than 15 minutes on the phone said " yes " please send him over. 

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22654809
  
  I am rejecting this response because I do recall the lengthy conversation and I know I specifically asked for a septic pump out. During the conversation after the driver arrived the man on the phone agreed that there was clearly a misunderstanding. At a minimum the responsibility here is shared between the business and us and I would like to see the cost split 50/50 and the amount owing reduced to $100
  
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 10/12/2024

  I spoke to the husband and so ****** is not aware of what we talked about for 15minutes. We reject your offer because I am the one that was on the phone that night and I know exactly what was said. I also know after answering these calls for 15 years what we offer. I quite often arrange pump trucks for our clients. I am sorry but our charges stand and its at the collection stage now and out of our hands. All attempts to discuss this job were futile at the time and the next day. We were rudely told off twice. We have expenses associated with coming out to your house after hours.