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:12/28/2022

  Type:Billing 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.

  May 17, 2022 to 12/20/2022 is the dates that this all took place. I have documented and recapped this in the attached / upload word document below. Rooter - Matic of ***** **** **** ****** ** ***** first came to my home on 05/17/2022 as I washed a load of clothes and flooded my basement. I thought maybe a clog in drain. ****** the employee dispatched to my home said I needed my lift pump replaced and said that he would return on 05/19/2022 with a new lift pump and install it. So I thought that he had did so but on 06/01/2022 It again was not working and It flooded my basement once again. I called out a different company on recommendation of a friend, again thinking it was a different issue, that ****** did not see or fix. That company pointed out to me that it was the lift pump and I said it could not be as on 05/19/22 a new one had been installed here. He pointed out that the lift pump in my home was not new, it was old and showed me proof of that. He told me to call Rooter - Matic and get a refund or a new lift pump actually put in here as I had paid for one but did not receive. He stood there while I called Rooter -Matic and they said they would be out to my house at 4 :00 pm that day to replace it. ****** again came out and said he put a new lift pump in and that their would be no charge to me today. On 12/4/22, 12/5/22. 12/7/22 the alarm went off on the lift pump that ****** from Rooter Matic had installed. I called Rooter Matic company and was told someone would get back to me ASAP. No response, so I called a different company out to my home to see what the issue was. on 12/08/22 the new company installed a new lift pump in my home and told the manager of Rooter - Matic that his employee goofed up and installed the pump incorrectly and that he owes me a refund. I have yet to receive a refund and have sent a e-mail asking again for one with no response. My cost or refund I am asking Rooter - Matic of ****** ** for is $500.00 for the lift pump and install.

  

  Business Response

  Date: 01/12/2023

  We received a service call to ******* residence for a clogged laundry drain on 5-17-22. ****** after viewing the situation concluded the sewage  pump was not working and needed replaced. since the laundry drain wasn't clogged. ****** reduced the service call of $160.00 for a scheduled drain cleaning with an electric rooter to a trip and diagnose charge of only $100.00. We then scheduled ***** to replace her sewage pump on 5-19-22 @ 8am .  ****** checked out sewage pump from parts room on 5-18-22 @4:30pm before heading home. ****** then replaced sewage pump on 5-19-22 @ 8am to 9am. the office received a call from ***** stating her backup alarm was going off at 10:58 am I told her we would send ****** out before he went home to check on the alarm.  ****** got there at 4:40pm and found the alarm float was stuck on the new pump and making a false alarm and that he adjusted the float.  That was the last i heard from ***** until she called demanding a refund literally 7 months later. I (******) told her i couldnt give her a refund because its been 7 month since we put it in and if she was having issues with the pump why she had not called sooner? Her respose was that we are liars and ripping old people off. I told her that wasnt the case that we have an A+ rating withe the BBB and that 'Im a christian bussness owner.  She stated that she had another plumber coming to replace the pump we installed and install a new one and i could come out and talk to him. so I did just that and while talking to him he said the alarm was set to close to the turn on time for the sewage pump  which is a simple adjustment.  I offered ***** a $300 refund for the pump and labor but not the trip charges. she has denied my offer.

  Customer Answer

  Date: 01/23/2023

   I am rejecting this response because: This offer of $300.00 is only partial refund for what I paid this company. I paid this company a $100.00 trip charge to come from Pekin a 20 minute drive to my home only for him to tell me he has to come back tomorrow as he has to go buy a pump to install here tomorrow. Then he came the next day and did not install a new lift pump, he scammed me , as it malfunctioned again and so I thought something else was wrong and had ** ****** here who charged me $104.00 and refused to help me see next paragraph.

  I am refusing this offer as it is not a fair offer to me. I paid this company a $100 trip charge, and $500.00 for a new lift pump to be installed at my home. This companies employee did not install a new lift pump on the next trip to my home he just adjusted my old lift pump but charged me for a new one. On 6/01/22 I was having problems again, my basement got flooded again, So I thought something else was wrong and called out to my home ** ******. That gentleman refused to help me as he said that I needed to call Rooter- Matic back out due to the fact that they scammed me and showed me that my original old dirty lift pump was still in my house and not a new lift pump. So while that man from ** ****** was still here I called Rooter-Matic and told them new pump not working and they said ******, the same guy who scammed me would be out with another lift pump as this one maybe defective. ****** came on that same day at 4:00 pm and I made sure he had a box with a new pump in it. He was acting like he got caught with lying to me, put the new pump in and left with no more charges to me. Then the alarm on that lift pump went off again at 2:00 am, again the next day at 3:00 am then again at 9:00 am then another day at 11:00 am. So again I thought something else is wrong and why would I call back Rooter -Matic at this point when they had already scammed me once so I called ****** ******** and had him check things out he said that the lift pump I had in there was the wrong size lift pump for my home and that it was installed improperly and was catching on something which in turn caused the alarm to keep going off. So he said he would come back at 5:30 ish the next day and take all this stuff out and put in the corrected pump needed for the job. Mean while, I called the Rooter - Matic company and asked to speak to the manager. The gal said he is out on a job but he would return my call ASAP. He didn't call back so at 4:00 pm I called back again and this time I got to speak to the manager ******. He said he would come out to my home and take a look at this and I said ok you can come at 5:30 pm when the other plumber is scheduled to replace your lift pump and he can tell you what was done wrong here. So the ****** ******** guy called and said  was running late on his way now at 6:30 pm and so I called ****** at Rooter-Matic know that and to not to come until 6:30 pm instead of 5:30 pm. He arrived at my home at 6:40 pm and ****** ******** was already here and had started to work on my problem. He then spoke to ****** and told him that his employee goofed up and installed wrong lift pump for the job and installed it improperly and that he owed me a refund. Then he told me he would give me $210,00 for the price of the lift pump and I said that is not fair as you charged me a total of $600.00 and ripped me off in the process. He then said he would have to go back to his office and find the original invoice for the purchase of said lift pump as to the amount and date his employee purchased it and then he would either call me back or put a refund check in my mail box. Again another lie as 2 weeks had passsed and no call back to me took place nor a refund check in my mailbox. So I called the company by phone again and again told he would call me back ASAP. Which again did not happen so I sent this company a e-mail and recapped my complaint and said that I was going to report this to the Better Business Bureau or small claims court and I asked that he send me a copy of the original invoice for the purchase of the lift pump and then another bill with itemized billing for what I had paid him for. Still no response so I called back again this time the manager actually answered the phone and he said that he would give me a refund of $300.00  and that was all that he would do. I said no that was not fair as I paid your company $600.00 and you now have the lift pump that you took from my home on 12/08/22 and I paid you $500.00 for that. I aid I wanted what was fair to me $500.00 especially since I had paid ****** ******** $1,200.00 to fix his companies mistake and I have not had the alarm go off not even once since ****** ******** replaced your work. ****** the manager refused to give me a fair refund of $500.00 so I told him I would file a complaint with the BBB in which I did. If that man thinks that I am going to settle for $300.00 and allow his company to scam me again he has guessed me wrong as I am now prepared to take him to small claims court to get a fair refund if he doesn't respond to this with a $500.00 refund here today. If that man thinks it is fair to scam me out of another $200.00 plus my time in having to deal with is crummy customer service and in thinking to himself that he is going to get by with treating an 68 year old widowed woman and get by with it, I am here to tell him he scammed the wrong old lady as I am prepared to fight for my rights and take this scammer to court. I f I didn't do something to stop this scamming company I would be doing a grave injustice to all the other elderly people that his company may try to scam again.  You can not tell me that his un-licensed employees who are not real plumbers deserve to get paid $200.00 an hour to just scam an elderly person. That is just plain WRONG. The licensed Plumber did not charge me that amount per hour and was here at my home from 6:30 pm until 9:00 pm to fix the wrong of ****** from Rooter -Matic made which only took him 45 minutes to finally actually install his lift pump in my home. I am being clearly scammed and I am prepared to now waste ******** time and expenses to see me in consiliation court or small claims court as I am putting a stop to this scamming company. I am done being taken advantage of because I am elderly and a women!!