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:04/23/2024

  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.

  Terrible service. We had my son's house and had his drains scoped to make sure there were no issues before closing on the house. The person from Roto rooter was having issues connecting to the internet. He told me the total bill was ****** this was paid in the kitchen at the time of service. Two and a half months later we get another bill for $***** that states ***** days late. I called the company and was told that I paid the bill for ****** and then mileage was added and I signed for ****** and just chose not to pay it at the time. I informed them I paid the total bill I was given and signed for that total bill when standing in the kitchen why would I choose to just not pay ***** mileage was added after the fact and I wasn't told about it. They then proceeded to tell me I was a liar. Then the office manager called and said everything was recorded this was the total bill and I signed for it and chose not to pay the total. I asked if she even talked to the rep as he was having difficulty with his internet. She said I wasn't listening to her. When I told her I was reporting them to the better business bureau she said "go ahead they don't do anything." I asked to speak to the manager. She said "he is my husband and he isn't going to do anything either." Everything is being recorded and you are not listening to me. In fact she wasn't listening the entire time. She did not verify with the tech who was out at the house. They immediately accused me of lying. If they would have said we made a mistake and didn't charge you mileage or even verified with the tech that he was having issues with the app that would be one thing I would have happily paid the extra fee I wasn't told about with an apology. Instead they think the customer is wrong they are always right and refused to listen as well as bullying the customer into paying extra not agreed upon. I would not trust a company who comes back and changes bills and lies about it. Buyer beware!

  Business Response

  Date: 04/23/2024

  The customer paid before the job was completed (documentation attached).  The invoice was sent multiple times and opened (documentation attached).  The customer signed the work order approving the billing of $178.14 (documentation attached).

  The remaining balance was due and the customer was aware of it and decided after 2 months to call and complain about it. Even though all the documentation is in order.

   

  Thanks

  ****** Maher

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21613480
  
  I am rejecting this response because:

  As said before this is a complete lie.  My realtor was standing right there.  The work was complete we were going back and forth between the kitchen and the driveway. The house was not occupied at the time, and he was having issues with the internet.  I gave me a total which did not include the extra charge.  We never received a bill until it said ***** days overdue that is why I called.  The first rep on the phone even stated the tech later added mileage and it wasn't in the first bill.  Then I asked him to go talk to the tech about the internet and not having that on the total or the bill.  He told me he would.  Then this lady calls me back the wife of the owner who says he is her husband and won't do anything and the BBB doesn't do anything either.  She refused to ask the tech about the internet as well.  You can listen to the phone call.  As she said it's recorded multiple times.  I was told the bill was paid in full when I paid it after all the service was done and we were standing in the kitchen and the driveway.  We did not pay for the service before it was completed.  I highly doubt anyone does this.  Obviously they had issues with their software and then added mileage.  I could care less about their attached documentation.  Everyone knows you can sign something and then sync it later in many software programs.  Most likely after the charge of mileage was added as the first rep on the phone admitted to.  Again not a trustworthy or reputable company because rather than asking the tech at the house they made up lies, argued with the customer, and added charges.  All they had to do was say he forgot the mileage we are sorry and I would have paid it.   Instead they instantly began accusing me of lying, the second lady the "wife" was yelling the entire time stating "you aren't listening to me" and not letting me get in one word.  I think it would be great if we played the recording.  Just like I told her on the phone.  I am glad this is being recorded so we can all hear you.  I wouldn't recommend anyone use their service.  Just because they are hiding behind the reputable name of roto rooter doesn't mean poor customer service will help them keep their business.    What goes around comes around. 

  
  Sincerely,
  
  ***********************