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:05/18/2023

  Type:Product 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.

  April 10, 2023
  Wyatt ****, an employee of Roto-Rooter of Panama City/Lynn Haven, came to my residence to clean out my pipes. First thing he did was to rip out my sewer cap to my main drain, breaking it up with the large pole bar he used. He said he would get another one to replace it. Two days later I called in to explain my missing sewer drain cap. Someone from Roto-Rooter came out when I was not home and put a drain cap in. However, it was sticking up above my driveway a good 1/2 inch and in harms way of any vehicle pulling into my driveway.
  I called in to Roto-Rooter to explain my concern, but they said there was nothing they could do. Melissa said she would have Wyatt call me to explain my problem, but I never heard back from Roto-Rotter.
  I called another plumbing company and they located a brass cap that is much thinner than the plastic cap Roto-Rooter had installed. It is flush with my driveway.
  The charge for this service was $215.00.
  I feel like Roto-Rooter should have fixed the problem, instead of leaving it up to me.
  Thank you for any help you can provide in helping me to rectify this situation.

  

  Business Response

  Date: 06/21/2023

  On 04/04/2023, Mr. ******* called us for a slow drain. We could not get the cleanout cap off to run the line because it had appeared to be ran over and was broken onto the line. We did have to completely break it off  to get the line ran and informed the customer that we would return at no charge to replace that cap. On 04/17/23, we returned to replace the cap and did not charge for the cap. That day Mr. ******* called our office our office and said the cap was still not right. We replaced the cap with the EXACT same cap he had prior and he was not billed. Unfortunately, I was not aware that he called another company when he was no pleased because I would have gladly come back out until it was right. As for the charges, the first charge of $250 was to clear the main line. We cleared his stoppage and will not be refunding the money. The second change we credited and never charged Mr. *******. 

   

  I have attached the original invoice and credit memo from April to prove what we have honestly done.