Business Profile

Plumber

Roto-Rooter

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Pattern of Complaints

Complaints

This profile includes complaints for Roto-Rooter's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

790 total complaints in the last 3 years.
258 complaints closed in the last 12 months.

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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:03/02/2023
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.
I had this company come out to unclog the sewer drain in Oct 2022. It is now March 2023 and the drain is clogged again. They are voiding the warranty because I denied a camera check at time of repair. That was false because the tech did not have a camera. Now Anita in ******** is stating that they called me and never left a message so they are voicing the warranty. This is a scam to get you to use their service. Treating disabled vets like trash
Business Response
Date: 03/03/2023
The customer received a main line service 10-18-22 by the drain tech (********). We then set out a video inspection ticket (********), but the customer never returned the tech's calls (from 10/18 to 10/26) to complete the video inspection process. Without being able to inspect the line, Roto-Rooter would not be able to confirm the line condition and whether further action (it's fine, needs line jetting, spot repairs, re-line, replacement) would be necessary. As the customer did not return the calls from the video inspection tech, the ticket was closed out NO GUARANTEE. Please see the email attached that was sent to the customer, accordingly.
Customer Answer
Date: 03/03/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

******* *****

I was out of town and no way to contact service. This should have been done at time or service or at least scheduled. I never received notification that warranty would be voided. Also request proof of contact other that “hearsay” from their employees.
Business Response
Date: 03/13/2023
Please see original notes/comments from our technical trying to contact *** ***** on several occasions to schedule the camera back in October 2022. Since *** ***** has opened the complaint on March 2nd, management has reached out to him on several occasions both verbally & by email for him to call management and *** ***** has not responded at all to any of these requests.
Initial Complaint
Date:03/02/2023
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 February 27th a technician from Roto-Rooter was supposed to come out and snake our drain. They never showed up the first day, then they were supposed to come out Feb 28th between 10am and 2pm. They showed up at 1:55. He pulled our basement toilet and told us we weren't able to use the water or upstairs toilet. He snaked the toilet for about 4 hours then ultimately decided he didn’t have the right tools for the job. He told me someone would be out later that day to finish the job, nobody ever called or showed up. We ended up calling and they rescheduled us for 8am on March 1st, ultimately nobody ever called or showed up. I never paid but the mess they left was unreasonable along with leaving our toilet off and telling us we couldn’t use the washer. The same day they called and told us none of their technicians had a long enough snake so basically they told us “sorry we can’t do it”. We ended up just telling them to forget it and we called a more competent company.
Business Response
Date: 03/06/2023
We were not able to cable the length of the line unfortunately. Only other option would be to put in a cleanout to shorten the run. Customer was not happy with our service due to not being able to complete.
Business Response
Date: 03/06/2023
We were not able to cable the length of the line unfortunately. Only other option would be to put in a cleanout to shorten the run. Customer was not happy with our service due to not being able to complete.
Initial Complaint
Date:03/02/2023
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.
Date: February 11, 2023
Company: Rotor-Rooter
Purpose: Plumbing Works (Sink faucet leaks in Kitchen & water running in toilet)
Problem: Overcharged
For more info., please see attached document
Business Response
Date: 03/02/2023
I have attached the signed contract approving the work that was done. This contract was signed and approved before we began the work, which is our standard procedure. To get approval before we begin the work. All work was done as agreed, paid for at the time of service, and done to code.
Business Response
Date: 03/13/2023
As we previously stated, the contract was signed and approved by the customer, before the work the was done, we performed the work, and then received payment for the work that was performed. Nothing was done wrong here. WE don not charge by the hour, but charge by the job. This was explained to customer before the work was performed.
Customer Answer
Date: 03/21/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

I already made it clear with my complain statement that I
felt I was tricked into signing the contract. I stated that the first man who
inspected my bathroom, using the detector, told me there's some works need to
be done underneath the floor after detector show the red color which means poor
condition. After that, I assume 2 plumbers including **** were working in that
area in addition to the toilet and the sink faucet.

As I mentioned in my statement, they worked for
approximately 3 hours, not counting the time they had 2 round trips to the
store (they got the wrong part during their first trip), the estimation, and
approximately 20-25 minutes between the time they complete the job and the time
****** trainer handed me the contract. In the contract, it didn't mention how
many hours they have been worked and what is the rate per hour. I spoke with
***, the manager at their branch, 2 days later and he said the rate for the
labor is $400.00 an hour (it's still very high in my opinion), and if that is so, the
charge for total hours of labor should be $1,200. Instead, they charged me
$1,000.00 more.

Their only response was attached the contract that I signed.
They failed to explain the reason why they overcharged me for their labor and
no mention of the cost of labor per hour in their contract. ****** writing is illegible,
and I felt the contract doesn't look professional.

Regards,

*** ******
Initial Complaint
Date:03/01/2023
Type:Billing Issues
Status:
ResolvedMore 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.
I started off with somewhat good customer service and it quickly went south. There was a verbal altercation inside of my residence between one of your agents and the insurance company rep. The altercation was so bad that I had to ask RR to leave my residence. Then I was surprisedly sent an invoice that was outrage. I did email Karan Taylor and spoke with her to explain to her what happen and paid the $2500 that my insurance sent me to pay. Karan promised that she was going to look into the remaining balance to see why it was so high and that she would send my compliant and statement to her manager and that person would contact me. As of today (1.5 months later) I haven't received any kind communication from anyone. Yet I am still being threaten with a lien on my property for a balance that should never have been. (invoice Number: *****************). I am still getting invoices for balances that my insurance company states should not be paid. I would like a solution of the remaining balance be cleared by RR and I have no debt owed to RR.
Business Response
Date: 03/02/2023
We have spoken with **** ****** and released her liability on the remaining balance. We will address the remaining balance directly with the Insurance company.
Customer Answer
Date: 03/02/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******** ******
Initial Complaint
Date:02/28/2023
Type:Billing Issues
Status:
ResolvedMore 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.
2/23/23
I had Roto Rooter place a sewer line at my home per their suggestion after paying $1498 for my drain to get unclogged.
I paid $4,000 for a water line that Roto Rooter broke while they excavated for the sewer line placement. The excavation crew withheld truthful information that they broke the water line and told me instead “that it would be a good idea to replace the water line while the ground was open else I would have to pay another $7,000 on top of the $9,000 paid for the sewer line if they had to come back”.
I paid this amount at the close of the service performed. I went through my video footage of one camera out of thirteen and notice that they broke the line and with held this information for close to two hours. I contacted Roto Rooter for a refund due to my footage and Brandon H****** stated that his crew said they told me the water line will need to be broken and I paid for it and signed and invoice at the start. This information is false. I have time stamped video of speaking about payment to the crew at 2:42 pm and paying at 5:03 pm and made aware of the problem at 11:52am. At 2:42 pm the excavation crew said that the manager was upset that I was not charged more than $4,000 and now they have to stay with the figure because he quoted it to me. This was intentional deception and misleading information for profit after they broke the water line and insisted that if I close the line it would cost me nearly twice as much to come and replace it. They left my home with sewage and mud tracked all over the floor and ground.
Business Response
Date: 03/01/2023
2/19 technician **** arrived at The property around 9:00 pm.
After his inspection he signed you up for Jetting services.
2/19 technician **** arrived and after his inspection he signed
you up for a water mitigation job through your Homeowners Insurance
2/20 technicians **** and **** arrived at your property and you asked for them
to come back at 2pm to start mitigation services.
2/20 technicians **** and **** arrived around 2pm to start
mitigation services (cleared the crawlspace of all the water)
2/20 technician **** arrived to perform jet services. After
**** cleared the line he determined that there was a belly in your line causing
your clog
2/21 technicians ****, ****, and **** arrived again to
finish mitigation services. Upon arrival technician **** inspected the
crawlspace again and noticed all the water came back. He then inspected your neighbor’s
crawlspace and noticed their crawlspace was also filled with water. You even signed
that the neighbor also had water in their crawlspace. (First indication that a
water supply line is broken)
2/22 technician **** came to your property and signed you up
to excavate and replace sewer line in front yard with 5in cast iron and clean
out tee.
2/23 Lead technician *** performed services explained above. During those
services *** noticed that the water supply line was an issue (which supports
****** assessment of the crawlspace). *** informed me between 10-11am on 2/23
about the broken supply line. *** informed you about the water line and signed
you up for additional work for $4,000. The excavation team backfilled the hole
around 3:30pm on 2/23. *** did not want to get into the crawlspace because all
the water from your neighbor’s crawlspace via your broken supply line flooded
your property again.

The water that came back into your crawlspace from your neighbor’s property is
the proof that the supply line was broken prior to the excavation team coming
on site.

The customer was informed that water came back into the
crawlspace after the initial extraction of sewage the night before. ****, who
is a water restoration tech not a plumber, informed the customer they observed water came
back into crawlspace after sewage water was extracted. Tech ***, our master
plumber, began to replace bellied sewer line through excavation. Upon digging
the trench to replace the sewer line, *** observed the water supply line was corroded
and Roto Rooter could replace this line while they were onsite for an
additional charge. After **** ****** and her husband verbally agreed to this additional
work Roto Rooter then began to dismantle and remove the water supply line as well.

At this time, Roto Rooter does not owe **** ****** a refund as additional work
was necessary and was not broken by Roto Rooter employees.

Additional documents and invoices can be had upon request. ..
Customer Answer
Date: 03/01/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

***** ******

I reject the business response. I will provide clear evidence to support my rejection throughout this letter. I will address the business response line for line and give my final thoughts in the conclusion. My answers will be in blue. Please note *image is for still photo from camera 1 and *video is from camera 3.

2/19 technician **** arrived at The property around 9:00 pm. After his inspection he signed you up for Jetting services.
2/19 technicians arrived at 9 p.m. (image included with documented receipt) three hours late and was unable to inspect my drain clog, locate the reason why the strong sewer smell is within the confines of my home, and address an immediate solution to the residual raw sewage that is in my residence. He explained his refusal as the toxicity that surrounds raw sewage spewed in the entry way, crawl space, kitchen, refrigerator, stove, bathroom, vanity, utility room, heater, dryer and washing machine within my home is beyond what he could do alone. He spoke with my husband and they discussed every process my husband maintenance team used to remedy the drain problem and ruled out all other options except hydro jetting. The tech stated that the fee for hydro jetting is *****. I agreed on this to clear the clogged line. The tech stated that water restoration would arrive to my house at 3 pm and he would arrive shortly after to complete the drain opening service.
****Please note the service invoice attached is labeled “*****” dated 2/20/23. The initial findings states “found belly in line under driveway. Would recommend replacing.”****
****Please note the service invoice labeled “*********” note the description of work performed “line did drain…line in driveway would recommend replace line in driveway”****
2/19 technician **** arrived and after his inspection he signed you up for a water mitigation job through your Homeowners Insurance
2/19/23 Water restoration manager arrived at my residence at 9:30 pm (image included) after the first tech on site called him to discuss the raw sewage, accompany smell and potential service request for water restoration service, as the tech stated that this was the first step before they could unclog the drain with the hydro jetting system. The mitigation manager asked for my home owners information and collected a $500 deductible. He took pictures of every affected sewage laced area within my home that is mentioned above. He stressed that I was to move no items and that his team would move my furniture. ***many items was damaged in my kitchen and utility room because they were not removed by this team*** Further, he stated that due to my children identified health needs that a special organic antimicrobial cleaner would be administered to areas that can be cleaned. He mentioned that all structural items (ceilings, floor, cabinets, crawl space sewage, sewage water and dry wall will be gathered and taken away by the team. I was in agreement to that. (Image and Receipt is attached labeled $500 * please note that the date on this receipt reflects 2/20/23 because Chris was unable to transmit the POS from my residence due to the office closure at the hour of his arrival so the following day I received this invoice emailed as a document).
****Please note that 30 contractor bags full of the crawl space sewage, water vapor, insulation, water barrier, wood and more as of 3/1/23 are still sitting stacked in my backyard and never picked up by mitigation. The jet team expressed that they would return on 2/23/23 to dispose of the sewage filled bags and never arrived****
2/20 technicians **** and **** arrived around 2pm to start mitigation services (cleared the crawlspace of all the water)
2/20 two men who parked on the side of my fence at 10:17 am (image included)stated that they were with mitigation. I was unaware that they would start at 10:17 am as the jetting tech discussed the day before that they would arrive at 3 pm. The two men from mitigation said “no problem we will send the night crew the jet team didn’t tell you that we are first?” I told him “no services was slated to start at 3 pm” and they departed.
2/20 the mitigation team arrived 2 pm to 7:50 pm (image and receipt is included). The team used various techniques to surface clean the crawl space, utility room, kitchen, entry way and bathroom. They were unable to complete the work due to exhaustion and lack of manpower. They departed at time stated above (image included) and promised to return the following day on 2/21/23 by 12 pm and they promised to take all sewage trash bags left tomorrow.
***Please note document labeled “2_20_23-2_23_23” it notates only three affected rooms but structural property from my residence was taken out of the bathroom and crawl space and this is not indicated here as these were also focused areas and part of the reason why the business and related services were here****
2/20 technician **** arrived to perform jet services. After **** cleared the line he determined that there was a belly in your line causing your clog
2/20 the jet technicians arrived (image and receipts are included). The team used video surveillance and other systems to identify the origin of my drain clog. The team ran cameras through my drains and water line and DID NOT INDICATE A LEAK FROM MY WATER OR SEWER LINES. The team did identify sewage runoff is coming and originating from the neighbors house next door. The jet team showed a live view of my sewer line and the water flowing from the home out with no back up. They identified a bellied line and recommended to have it replaced, which is located in my driveway to the curb. They removed the toilet and ran other water pressure test as appropriate and did not notate another other additional findings or defects in my water line.
2/21 technicians ****, ****, and **** arrived again to finish mitigation services. Upon arrival technician **** inspected the crawlspace again and noticed all the water came back. He then inspected your neighbor’s crawlspace and noticed their crawlspace was also filled with water. You even signed that the neighbor also had water in their crawlspace. (First indication that a water supply line is broken)
2/21 the jet technicians arrived (image included) at 2:43 pm to 4:30 pm and shared a video of water coming from the bottom area of my crawl space where the technician verbally and through documentation indicated that it is coming into the home from next door. The team told me to contact the owner and see if he can address the issue because my drain clog is clear and the problem may ensue if the neighbor won’t fix his issue
****I contacted the home owner next door while technician was at my residence and we were shocked to hear that refused to fix the issue and he stated that this business is no good and for me to contact the department of public health. The department of public health and safety was called and condemned and deemed the home next door uninhabitable on 2/22/23 by the city health officials and licensing and inspection for public health and safety violation (image included)****
This house was uninhabitable not because water was leaking from my water line. Rather, because of raw sewage filling the neighbors crawl space.
There is no documented paper work from this business that states that I have a water line leak.
No forms or invoices states this.
A signature attesting to the work done in my home was supplied on the invoice received.
I do have secured evidence and photos of the neighbors crawl space and the home owner cleaning feces from his shoes on 2/22/23 and of the fact that sewage is in their crawl space, horrific sewer smells are still being emitted and raw sewage is being pumped to the back area of that home.
2/21/23 Mitigation was at my home at 1:18 pm to 5:30 pm (image included) to completed the cleaning job started the day before, I mentioned the sewer smells and the fact that the technician still did not take the sewer bags. The technician said he forgot and will send a truck on 2/22/23 to pick them up. He never arrived.
2/22 technician **** came to your property and signed you up to excavate and replace sewer line in front yard with 5in cast iron and clean out tee.
2/22 Two technicians was sent out to my home after discussing the suggested recommendation from the document labeled “*********” with a jet technician over the phone, to discuss sewer line placement options. These technicians were sent out to run cameras through my property lines and schedule the excavation service to “replace the sewer line in the front yard with cast iron clean out tee”. The technicians said they did not need to run a camera when asked by another technician on the phone that I was speaking with. The technicians never mentioned on verbally or in any document that my water line supply was broken or has any comprised issue. The hydro jetting service never mentioned, after blasting water to clear my clog that my water line supply was leaking or had a defect of any kind. The mitigation team while surveying the lines, cleaning and more never mentioned that my water line supply had a break, was compromised and needed to be replaced or that my water line had and issue. The technicians sent out secured payment for $9,000 and scheduled the sewer line to be replaced the next day. The technicians came into the home and attest to the strong sewer odor when the day before it was suppose to be clean. They was able to look into the crawl space and noticed ladders, bricks, bottles and tools left sprawled throughout the crawl space and it was not clean thoroughly as described my the mitigation manager.
***Please see document labeled “$9,000” this fee is not close to the national average for the service and it does not mention that it was for the water line to be replaced. This was the only service paid in advance and signed in advance***
PLEASE NOTE ON 2/28/23 THE CITY LICENSING AND BUILDING INSPECTION/ ZONE WAS NOTIFIED OF THE DAMAGE TO MY PROPERTY AND STATED THAT THIS COMPANY DID NOT SECURE A LEGAL DIG PERMIT TO DIG FOR THE SERVICE THEY RENDERED TO MY DRIVEWAY, CITY WATER LINE AND MORE.
2/23 Lead technician *** performed services explained above. During those services *** noticed that the water supply line was an issue (which supports ****** assessment of the crawlspace). *** informed me between 10-11am on 2/23 about the broken supply line. *** informed you about the water line and signed you up for additional work for $4,000. The excavation team backfilled the hole around 3:30pm on 2/23. *** did not want to get into the crawlspace because all the water from your neighbor’s crawlspace via your broken supply line flooded your property again.
2/23 The excavation crew arrived at my home technicians at 9:40 am departing at 5:43 pm leaving my driveway completely covered in dirt and leaving the inside of my home that just got mitigation and water restoration service muddy with sewage sediments from the crawl space. (Image and video included).
10 am the concrete has been broken in my driveway with a jackhammer by the excavation crew (video)
10:42 am - the technician states “the crawl space is full of mud and I didn’t feel like going in there…its stinky” Please note that their was obvious reluctancy at the beginning the job and the technician states the fact that the cleaning service the company did was not thorough because even he did not want to go down into the sewage muddy space. The technician did not say it was full of water. The technician did not say that the water line was broke. The video I am sharing is one of thirteen cameras on my property. (Video)
10:46 am - the technicians states that the “water line is busted open” and the driver of the back ho is off the machinery walking around panicking. Please note in the footage that the dirt that has been excavated from the driveway which is on the ground is dry. (Video)
10:47 am - the technician in the center of the excavation where digging is occurring is livid, upset, and using lewd language on the premises. The technicians was telling him good job and laughing and at a point he verbally snaps back and attacks his colleagues with blatant aggression for the water line break that was done. The machine operator is seen in the footage is seen staying busy as tension flares. Please note I was not told of this water break at all.
10:49 am- The technician is verbally in agreement with the other technicians stating “it was no water” and the other technician is justifying the water break that they did by saying “it the side of the sewer it literally is touching” the technicians continue stating “the water and the sewer is along side of each other” the machine operator starts the engine to proceed digging because the damage is already done. (Video)
10:51am - The machine operator is seen digging dirt that is looking very different than the dirt being excavated earlier. Please note the departure of one frustrated technician leaving the site, and the other technicians are heard laughing and states “another one bites the dust.” (Video)
11:22 am - The technicians are heard stating to the operator “don’t go no lower you are already a foot in past…” Please note the coloring and density of the dirt being excavated it is because moisture is on it from the technicians breaking the water line supply. (Video)
11:54 am - The machine operator is trying to figure how the water line got broke because it is very clear from this point that the water line is leaking in the dirt. The technicians are discussing and trying to find out how they broke the water line collectively. The one technician says “I think ___broke it…the water line.. because remember when I said you have one foot to go….”(video)
11:54 am - The men call my husband and I to the side of the back ho. I was sitting in my vehicle across the street. My husband is a building maintenance professional and he asked the technician “Did you get too close to the water line with the shovel or the back ho tip?” The technician, standing to the left of us started looking away from us while answering and he began to say “ugh no I don't think nothing got close to the water line.” (Video)
The point of them bringing us to the area was to suggest that we consider replacing the water line soon at some point in time they simply said it was up to us and our decision either way.
12:08 pm - You can see the technician with his head down while standing in the center of the excavated area. My husband is heard discussing the issue with the technician. At this point, the technicians never told us the water line is broke. They have stated that if they have to come out to replace the water line in future it would be $7,000 additionally to have it replaced. The technicians never said that it is leaking. My husband repeats the words of the technician “the water line will soon need to be replaced at some point.”
Please note that the technician never said that the water line supply was leaking or that the water line is currently broken at that very moment while he is standing and looking at it. This is very important to note at the beginning of the excavation project the water line supply was in fact in tact and in working order. This issue arised early when the technicians struck it. Moreover, the time span from start to now is close to two hours and the dirt on the pavement being excavated is the surest fact to this visual truth that the technicians broke the water line and made me pay $4,000 for it. (Video included)

2/23 I agreed to pay the $4,000 to have the water line replaced with a grand total of $9,400 for this job which this business have contributed to breaking and operating unfairly through overt dishonesty. The whole job from mitigation to excavation has been traumatizing for us. In fact, my sewer line was not leaking, I did not change my sewer line because it was leaking or clogged, it was bellied and as a responsible home owner, I didn’t want any further drain clogs occurring in the home for my family for years to come. As I am writing this, we have been without a kitchen, bathroom sink, heat and more because of the ordeal surrounding raw sewage that found its way to our crawl space due to the next door home owner refusal to care for his property. More importantly, business that treat honest customers unfairly should not go unpunished. It is hurtful and discriminatory practice that should not go unnoticed.

2/23/23 water gushing from the pipe that the onsite technicians broke. (Video)

2/27/23 I decided to go through my filming logs to catalog them to a cloud based server. I decided to see if the technicians broke the water line that was perfectly fine five days ago. I noticed the discrepancies in the overall lewd adult behavior, acts, and communication on my premises from this business and was in fact surprised to see what was recorded and how I have become a targeted victim.

2/27/23 I contacted the business and shared that I have full footage of the technicians breaking my water line and making me pay for the damages on purpose. The excavation manager contacted me that night by calling my husbands line. He told me that he needed pertinent information before he was able to give me a full refund. The excavation manager said that he has all docusign documents with time stamps from his technicians that shows that I paid in advance for the water line supply placement and that I signed for the water line placement to be done at the start of the excavation project. This is false.
Please look at the documents labeled “$9,000”
This document was paid on 2/22/23 and signed on 2/23/23
Please look at the documents labeled “$4,000”
This document was paid and signed on 2/23/23 at 5:03 pm

I asked the excavation manager please tell me the times of your timestamp and my signatures of this please. He was unable to produce the fact to support this.

The excavation manager said that his technicians had prior payment and signature from me that permitted the business to “bust my water because I knew that my water supply was leaking.” This is completely false. If this was true. Why would the technicians onsite mention to me and my husband on 2/23/23 that I should consider changing the water line supply soon and if I didn’t do it on 2/23/23 while they had the ground open, that I would be charged an additional $7,000? Why would they need to say this if I have already given them permission and payment with signatures as the excavation manager falsely stated to me?

2. The excavation manager had another request before he could issue my complete and total refund. He said that he was on the phone with his technicians on 2/23/23 between the hours of 10am to 11 am and the technicians told him that they have already spoke to me about breaking my water supply line and that I was aware that it was broke.

I asked the excavation manager to please tell me the time exactly that you spoke to the technicians because I have full minute to minute footage of all person on my property, including myself and whom I spoke with during the whole time that the crew was at my residence.
The excavation manager was unable to give my any times of when he was speaking to his technicians that day because he states “I speak to so many people in a day…I have 80 men here….and other sites there…but I could pull a phone log if you want, but I am not at home and want you to send me this information to my email so that I can go over the data, including your time stamps.”

I told the excavation manager that I will supply all your answers needed and attach videos too to support the fact that this was intentional damaged to my property.

The water that came back into your crawlspace from your neighbor’s property is the proof that the supply line was broken prior to the excavation team coming on site.

This statement is not proof that my water line supply was broken because your company plumbers and master technicians attests to the fact that I only needed to replace a bellied sewer line and my water line supply was never in question on any documentation to have been flooding my home. In fact, at 10 am upon the technicians digging the sewer line, all dirt that was being excavated was dry and the quality of the dirty changed upon the technicians hitting and striking the water line supply and causing a rupture and blaming me and making me pay for it.

The customer was informed that water came back into the crawlspace after the initial extraction of sewage the night before.
This information is noted again and does not justify my water line being broke on 2/23/23 and all the technicians spoke to my husband and I with this new information on the findings of considering to replace the water supply line not prior information that was known about the water line supply. It was not written in the work descriptions or orders.

****, who is a water restoration tech not a plumber, informed the customer they observed water came back into crawlspace after sewage water was extracted.
This statement again is not stating that the water or sewage that is coming into the crawl space was from my water supply line. In fact, water in my crawl space from my own supply line was not the issue on 2/23/23 when the technicians verbal reluctance and refusal of entry into the crawl space, his stated complaint of entering was “mud and stinky sewage” that was left from the mitigation and water restoration team poor cleaning job of seepage from the neighbors side. I have no house to the left of my home.

Tech ***, our master plumber, began to replace bellied sewer line through excavation. Upon digging the trench to replace the sewer line, *** observed the water supply line was corroded and Roto Rooter could replace this line while they were onsite for an additional charge. After **** ****** and her husband verbally agreed to this additional work Roto Rooter then began to dismantle and remove the water supply line as well.
We were never made aware that the “water supply line was corroded” now this is a new stance and statement you are suggesting. First, you said I already knew about the water line supply breaking. Then you stated that I already paid for the replacement of the water line supply before the job was started on 2/23/23 and now you are stating that a technician observed a corroded water line supply on 2/23/23. On top of this upon digging, and observing this corroded water line, at what point was it leaking? When was I made aware of this leaking and corrosion?

Because at 11:55 am I phone into the field technician that came to my home on 2/19 and he asked to speak to the technician on site and they conversed from my line in hopes of discounting this random act. Why was this technician not informed of a leaking water line supply just the day before? Why did you technician tell me at 2:42 pm when he asked if I would be willing to pay $4,000 now or at the close of the service, I told him when they were done I would pay the $4,000 and I did at 5:03 pm, your technician said that his boss was mad at him for not charging me more but he had to go with the quote given because it was already said.

If the water line supply break was ready known information to us and to your technicians, why did your technicians not go full throttle on the breaking and moving right along with the excavation service? They didn’t because they broke the line during the sewer line removal and hide this fact from us and now the excavation manager is no longer interested in the timestamp and facts surrounding the invoice and payments. Now the excavation manager is trying to make it seem like the water line supply break that was done to it on 2/23/23 was already there and the technicians, all my documents, and my husband and I was aware of it.

The truth is that your technicians charge me for their mistake and instead of taking responsibility for their actions they withheld information for hours during this service. They even began to fight amongst themselves at one point because of what they did to my property.

At this time, Roto Rooter does not owe **** ****** a refund as additional work was necessary and was not broken by Roto Rooter employees.

Additional documents and invoices can be had upon request. ..

I am entitled to the full refund and the additional work that was done was because your technicians had the wrong size sewer pipe and needed to go to the store and purchase another one, your technicians was unable to tunnel under and past my porch into my crawl space and had to use the back ho which damaged my foundation by hitting it, and you had to buy the copper pipe water line on demand because you broke it on site, else all your supplies would have been ready to you. In addition, you left a huge mess in and out of my home and was unsuccessful in placing the proper amount dirt and back fill in the back area of the replacement of the water line supply you broke.

2/28/23 The sewer and water line placement made on 2/23/23 is known to sink and settle. However, the area has caved in and does not have enough dirt or back fill under my porch securely stabilizing the water line supply line placed. (Image included)

Business Response
Date: 03/04/2023
2/19 technician ****
arrived at The property around 9:00 pm. After his inspection he signed you up
for Jetting services.
2/19 technician **** arrived and after his inspection he signed you up for a
water mitigation job through your Homeowners Insurance
2/20 technicians **** and **** arrived at your property and you asked for them
to come back at 2pm to start mitigation services.
2/20 technicians **** and **** arrived around 2pm to start mitigation services
(cleared the crawlspace of all the water)
2/20 technician **** arrived to perform jet services. After **** cleared the line
he determined that there was a belly in your line causing your clog
2/21 technicians ****, ****, and **** arrived again to finish mitigation
services. Upon arrival technician **** inspected the crawlspace again and
noticed all the water came back. He then inspected your neighbor’s crawlspace
and noticed their crawlspace was also filled with water. You even signed that
the neighbor also had water in their crawlspace. (First indication that a water
supply line is broken)
2/22 technician **** came to your property and signed you up to excavate and
replace sewer line in front yard with 5in cast iron and clean out tee.
2/23 Lead technician *** performed services explained above. During those
services *** noticed that the water supply line was an issue (which supports
****** assessment of the crawlspace). *** informed me between 10-11am on 2/23
about the broken supply line. *** informed you about the water line and signed
you up for additional work for $4,000. The excavation team backfilled the hole
around 3:30pm on 2/23. *** did not want to get into the crawlspace because all
the water from your neighbor’s crawlspace via your broken supply line flooded
your property again.

The water that came back into your crawlspace from your neighbor’s property is
the proof that the supply line was broken prior to the excavation team coming
on site.

The customer was informed that water came back into the crawlspace after the
initial extraction of sewage the night before. ****, who is a water restoration
tech not a plumber, informed the customer they observed water came back
into crawlspace after sewage water was extracted. Tech ***, our master plumber,
began to replace bellied sewer line through excavation. Upon digging the trench
to replace the sewer line, *** observed the water supply line was corroded and
Roto Rooter could replace this line while they were onsite for an additional
charge. After **** ****** and her husband verbally agreed to this additional
work Roto Rooter then began to dismantle and remove the water supply line as
well.

At this time, Roto Rooter does not owe **** ****** a refund as additional work
was necessary and was not broken by Roto Rooter employees.

Additional documents and invoices can be had upon request. ..

As previously stated, I will be happy to send
someone back to fill in the hole by **** ****** foundation wall, which was caused
by settling. The only issue I have is with the timeline being provided and the
timeline my techs are providing are directly contradicting. We as a company
always buy parts the same day, as we are doing the excavation to make sure we
have the right parts on site. We will be talking to the technicians about their
language and behavior on site as that we find truly unacceptable. I have
supplied you with our timeline I have not seen a video that was sent to me that
shows the tech hitting the Customers water supply line as They have sent us
only 20 second clips, which does not give the full picture. We will also send someone
to remove the Trash bag, Which is from a totally separate department and not
related to her request for a refund.
Customer Answer
Date: 03/07/2023
The issue that is of great concern is that the excavation manager said to me that I already knew that my water line supply would be replaced on 2/23/23 while the sewer line excavation service was slated to be done the same day. This was not true and I provided facts to support this. The excavation manager did not address or acknowledge that this information he said was false because this was one of the reasons he needed clarification to issue my refund.

I proved this fact.

The excavation manager said that his technicians already spoke to me before the hours of 10am to 11 am on 2/23/23 (as this was the time they were supposedly speaking to him) about accepting my payment before the work was done.

This too was false and I supported this fact with time stamped evidence and emailed invoice proof of all payments.
I showed video footage (I do have more) of supporting evidence that no one spoke to me about getting clearance of breaking my the water line supply as the excavation manager said that I did on 2/27/23 before 10am-11am.

If the technicians already spoke to me the morning on 2/23/23, before digging occurred, as the excavation manager said that his technicians told him. How would the technicians know that the water line supply was broken if digging didn’t start until after 10 am? Why did the technicians tell me and my husband that “nothing came close to the water line, the water line supply will eventually go that’s all and we should change if we want because if we come back it will be $7,000?”

Why did the technicians cover this topic above if they had permission as the excavation manager said they did and this includes prior payment?

Because they didn’t!

This means that we were not aware on 2/22/23 (as the excavation manager said we were) that the water line supply needed repair because the technicians never said that it did. The business never said this either!

The excavation manager said that the technicians had permission from me that they would “break my water line supply because it was leaking in my crawl space”.

This made no sense to me when he mentioned the above statement harshly on 2/27/23. Why would I give permission to break my water line supply when nothing was wrong with it?

I emailed all requested time stamped proofs and documents to the excavation manager who said he needed it to evaluate my refund because he said that the technician documents states that all was agreed upon and paid for prior to 2/23/23. I told him that my documents never states or implies that this information he is giving as a reason why my water line supply was broke, in any form from the business.

The technicians and all documents from this business never said that the problem in my crawl space was from my leaking water line supply in it, they said “the problem in my crawl space” is coming from my neighbors. ((Please see the documents))

Nothing says my water line supply is to be replaced on 2/23/23.

The mitigation technician showed the video to me that the water line supply was seeping in from the bottom of my crawl space and it was not my water or sewer backing up in any way and never was. Where can the excavation manager send the supporting documentation and support his accusation in writing that my supply line was leaking in my crawl space from my water line supply?

He couldn’t! I shared all the documents ever generated from this business to me and nothing states this!

The excavation manager went on to another subject while avoiding giving direct answers to my question of why did the technicians withheld information about breaking my supply line and making me pay for their mistake. The excavation manager wanted verbal timestamp evidence to every email I received and he wanted to know the timestamps of the “Docusign” documents that I received on 2/23/23 and 2/22/23 to compare these times that he had with what I had.

I asked him which timestamps are you referring? He had no times to compare with me on the phone from his technicians at that moment and just wanted me to email him what I had so he could see what his technicians had in regard to my payment of the sewer line replacement and the verbiage that my water line supply would also be replaced at the same time.

I told him on 2/27/23 while on the phone that I have three different time stamps which are you referring? He was uncertain. So, I asked for the times he had and he was unable to tell me. The excavation manager told me that documents was already prepared with my signature and that the documents says that my water line supply was broken and that the invoice shows that I paid in advance.

This is different from the excavation managers stating that my water line supply was already agreed upon, according to his technicians conversation with him on 2/23/23 between the hours of 10am - 11am that my water line supply would be broken on 2/23/23 at the start of the sewer line replacement service. The excavation manager said that I already gave permission before his technicians called him at 10am-11am.

The business is saying four different things! That I paid in advance, that my water line supply was broken on 2/22/23 and they were there to fix it, that the technicians already got permission to break it and that I provided my signature that I would incur additional charges for the water line supply replacement.

This is the main problem. All of this is false.

If the technicians knew to break my water line supply and they spoke to me about it before they started working on the project. Why would they have a need to discus with the excavation manager that the line was broke? Why would the technicians need to explain to me and my husband that “we should consider having it replaced because it is soon to go.” Why would they ask for me to pay if I already paid it…(according to the excavation manager)). Why was the technicians arguing and behaving very unprofessional in discussing where the water line touches the sewer line if they were already aware that it was leaking, that it would be broken and that it was to be replaced on 2/23/23 - why have the discussion?

They broke the water line supply and the excavation manager tried to assert that the information surrounding breaking it was data known to me and it was not!

He never responded to the all the supporting factual data he wanted to evaluate the situation.

Is my requested information no longer needed or is the business ignoring it?

This is why my refund for the water line supply should be returned to me without question.

Quick summary recap
1. No documentation or verbal acknowledgment from any employee from this business, stating to me from day one one 12/19/23 pm to 12:29 pm on 2/23/23 that my water line supply was broken, leaking and or otherwise needed replacement.
2. The 20 second video clips that I supplied is adequate in length for the business to find relevance to see the “full picture” that their “technicians... language and behavior on site…[they]…find truly unacceptable” but the clips are too short to see the “full picture” for my refund.
The short clips depict the unprofessional mayhem surrounding the breaking of my water line supply, verbal anger and hostile working environment amongst their employees and obvious wasted work time. The technicians and business at a while have and still are withholding pertinent information about what they did in damaging and destroying my water line supply and making me pay for their error.
The malicious actions of convincing me to change the water supply line because it will eventually go….is wrong when they knew the water line supply was fine and they broke it!
In fact the technician ((in the 20 second video)) even said to my husband at 12:17 pm “no your water line is fine but... if we have to come back it will be more” you don’t need a longer video to depict from what your own employee is telling the customer.
The employee at the time in the video is not stating that the water line supply is broke but is soon to break and at 12:17 pm .
The technicians at 12 pm still have not told me the water line supply was broken! According to the exaction manager, the technicians already spoke with him and said that my water line supply was to be broken and they had permission, if this was true, why are they discussing this topic with my husband and I?

More importantly why did the technicians not reveal the line was broken at 12:17 pm in the video?

Because they lied!

They hide and are hiding the truth of breaking my water line supply and they made me pay an additional $4,000.

Why would the technician say that his manager is mad at him for not charging me more! How horrible?! When they broke the water line supply.

Was this statement suppose to make me feel like I got a better deal from the quote given, knowing now that they broke my water line?

Why were the technicians chanting, singing and talking amongst themselves on who broke the water line supply?

This is odd behavior if they already knew about this on 2/22/23 as the excavation manager told me they did. Then he said they got permission before 10am to break it and they got payment for the water line supply replacement before they started on 2/23/23.

The videoed footage is 20 seconds and clearly articulate.

The technician never stated my water line would be broken on 2/23/23, they never stated at 10:47am that they ran into trouble because they hit the water line supply line.
Who would need to see extended filming to identify, hear and notice that they broke the water line supply when their actions and words have proved it?
*The technicians are saying and arguing that they broke it!

Are we all aware that the excavation project started at 10 am and the water was running through the supply line the whole time? Why would this be if it was broken? In fact, the technician had to run and get the water key to turn it off after they hit it. (The 20 second video shows this)

Furthermore, the technicians behavior along with them clearly verbalizing that the water line supply is “broke” seems to be evident enough to detect the misconduct but not enough to detect that a refund she be extended.

The breaking of my water line supply event within the twenty second video time frame shared with time stamps provided is factual and truthful.

The back ho operator ((in the 20 second video) was told to not go too deep several times and he hit the pipe as well and a technician was standing by eating chips.

3. The technicians are providing contradicting narratives as is the excavation manager who I spoke with on 2/27/23. It appears that the business intentionally overcharge, abuse, berate, swindle and act grossly inappropriate during business transactions.
The men are also heard voicing sexist comments about women, racially charged content of neighbors walking and ethnically insensitive jargon about random people within the neighborhood.

4. I will accept that a team is sent out to remove “30 TRASH BAGS” not a trash bag that is sitting in my backyard.

5. I will accept that someone comes back out to properly back fill and pack the dirt compactly deep in the driveway, under the porch leading to the crawl space and to cover with stones as noted. However, I am concerned about the water line supply in and of itself. The technicians was seen stepping on it and I want to make sure that the water line supply placement has been done appropriately by PA standards, which includes where it is braced in the ground, where it is laying for protection from it freezing, moisture, corrosion and other resistant requirements.

The water line supply and sewer line did not get any proper backfill compaction from the curb to the crawlspace (deep and nestled under my enclosed porch into the driveway to the curb).

I want to make sure that we are transparent with my request on compacted backfilling the excavation area done in my driveway.

This is not simply a spot that is "settling that needs to be filled by the foundation wall” with dirt.

It is not just a hole that needs to be filled.

I am seeking the restoration and integrity back to my foundation as before, specifically at the whole area deep under the foundation of my porch that lead far back to my crawl space.

This is the area that is not back filled at all.

Please note that I am not asking to simply “…fill a hole by the foundation wall.” It needs dirt to be compacted deep where it was removed to stabilize the foundation that was taken out during the newly placed lines (sewer and water) that was excavated on 2/23/23.

I expect that the business will send theirs professional team to expedite this work to my home as noted and a seek a full refund for the water line supply replacement that was charged in error because the technicians and excavation manager has caused me harm by lying, adding untruthful and unsupported information, unfounded time stamp requests and email documentation to merely cover up the intentional damage done to my water line supply by the business technicians on 2/23/23. No document states or recommends that I was to change my water line supply because this supply line was leaking into my crawl space.

Business Response
Date: 03/16/2023
2/19 technician ****
arrived at The property around 9:00 pm. After his inspection he signed you up
for Jetting services.
2/19 technician **** arrived and after his inspection he signed you up for a
water mitigation job through your Homeowners Insurance
2/20 technicians **** and **** arrived at your property and you asked for them
to come back at 2pm to start mitigation services.
2/20 technicians **** and **** arrived around 2pm to start mitigation services
(cleared the crawlspace of all the water)
2/20 technician **** arrived to perform jet services. After **** cleared the
line he determined that there was a belly in your line causing your clog
2/21 technicians ****, ****, and **** arrived again to finish mitigation
services. Upon arrival technician **** inspected the crawlspace again and
noticed all the water came back. He then inspected your neighbor’s crawlspace
and noticed their crawlspace was also filled with water. You even signed that
the neighbor also had water in their crawlspace. (First indication that a water
supply line is broken)
2/22 technician **** came to your property and signed you up to excavate and
replace sewer line in front yard with 5in cast iron and clean out tee.
2/23 Lead technician *** performed services explained above. During those
services *** noticed that the water supply line was an issue (which supports
****** assessment of the crawlspace). *** informed me between 10-11am on 2/23
about the broken supply line. *** informed you about the water line and signed
you up for additional work for $4,000. The excavation team backfilled the hole
around 3:30pm on 2/23. *** did not want to get into the crawlspace because all
the water from your neighbor’s crawlspace via your broken supply line flooded
your property again.

The water that came back into your crawlspace from your neighbor’s property is
the proof that the supply line was broken prior to the excavation team coming
on site.

The customer was informed that water came back into the crawlspace after the
initial extraction of sewage the night before. ****, who is a water restoration
tech not a plumber, informed the customer they observed water came back
into crawlspace after sewage water was extracted. Tech ***, our master plumber,
began to replace bellied sewer line through excavation. Upon digging the trench
to replace the sewer line, *** observed the water supply line was corroded and
Roto Rooter could replace this line while they were onsite for an additional
charge. After **** ****** and her husband verbally agreed to this additional
work Roto Rooter then began to dismantle and remove the water supply line as
well.

At this time, Roto Rooter does not owe **** ****** a refund as additional work
was necessary and was not broken by Roto Rooter employees.

Additional documents and invoices can be had upon request. ..

As previously stated, I will be happy to send
someone back to fill in the hole by **** ****** foundation wall, which was
caused by settling. The only issue I have is with the timeline being provided and
the timeline my techs are providing are directly contradicting. We as a company
always buy parts the same day, as we are doing the excavation to make sure we
have the right parts on site. We will be talking to the technicians about their
language and behavior on site as that we find truly unacceptable. I have
supplied you with our timeline I have not seen a video that was sent to me that
shows the tech hitting the Customers water supply line as They have sent us
only 20 second clips, which does not give the full picture. We will also send
someone to remove the Trash bag, Which is from a totally separate department
and not related to her request for a refund.
This is the first time it has been brought to our
attention that the techs had tracked mud and sewage all over the floor. However,
we also had a water restoration team at the house who had cleaned and sanitized
the area where the sewage had overflowed in her house. There were monitoring
technicians there after checking the progress and cleanliness of the home days
after the process. **** ****** had signed off that she was satisfied at the
time of equipment pick up.
Customer Answer
Date: 03/16/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

***** ******
I supplied proof to the excavation manager that the whole cleaning process was ruined by the excavation technicians and their lack of cleanliness and efforts to make sure that areas would remain sanitary. If fact, in the video the back ho machine operator asked “Is anyone else going to be walking through the front door” because he was placing the excavated dirt at that location. The other technicians said that the other technicians from the business who were removing the air scrubbers did matter. In other words, only the excavation team mattered and not even other colleagues from the business. This too was shared in the videos.

2/23/23 water mitigation removed the scrubbers. The videos show them leaving on this day. I did not sign any finalized survey forms because the areas still remain soiled with feces and smelled of sewage. The excavation technicians even attested to the horrid smell and the unfinished cleaning job that the business preformed because they didn’t want to go into the crawl space either. However, the technician had no choice after they broke the water line supply. The crawl space still has debris inside, with mud and a sewage smell because it was not properly done.

I listed what wanted done.
1. full refund for breaking my water line. The excavation manager said that I already knew that it would be broke on 2/23/23, that I already signed for it to be broke, that my paper work from the master plumbers states that the water would be broke and is corroded, that I paid for it on 2/22/23. All of which are false and I supplied and proved that it was with his requests of timestamp receipts from jetting, the sewer line consultation and plumbers report. This was already provided. I don’t need to send you inside the excavation area that the line was broken by your technicians because they already called you before they told me that it was broken or the business is lying to the customer and themselves. For the customer to be inside the excavated area is dangerous and why would you ask me to do that? Open trenches and earthen walls are are hazardous! Safety is my top priority not risking my life to peer into and furnish a video close up of what your business did to my water line supply.

The technicians already attested that they broke it as did the excavation manager did when he verbally accuse me that I agree to my water line supply being broken during the hours (10-11 am on 2/23/23 according to the excavation manager speaking to the technician) and that I paid for the water line supply replacement and that I provided a signature for the service before digging started; this is all false.

I am repeating again that I have supplied all evidence requested from the business to prove. The business excavation manager asked for this evidence before a refund issuance; he wanted it sent to his email which I did that day.

The business broke the water line supply using their own decision and they should pay for it not me. The business did not consult me in advance, the did not consult me day before (2/22/23) as the excavation manager said that they did.

The technicians were lying to me as a consumer, while the water line supply was broken that the water line “is fine and it would eventually go” in the video my husband repeats it to me. The technician is standing in the trench with his head down stating it; the technician did not say that I had to change the water line supply; he said it would be a good idea and if the business had to return I would be charged an additional $7,000.

The technicians were digging the trench on 2/23/23 with the water line on! Why would any master plumber and or plumbing experts do this if the water line supply would be broken? This is in the video. The words are clear. When the technicians hit the water line supply they all start scrimmaging to get the water line supply key to turn off the city line in a hurry. This is not the steps given and shared with me on the steps of excavating a sewer line replacement ( the only service I paid in advance for and the only service the business was out to perform)

Can we deduce that all my evidence supporting that I had no knowledge that my water line supply would be broken on 2/23/23 and that this is directly opposite of what the excavation manager stated to me that his technician already knew that my water line supply was going to be broke that day and it was already determined before hand. But, not by me. The business chose this decision. The operators were responsible immediately when they broke it because I had no prior written summary or knowledge of this fact.

Has the requested information that the excavation manager wanted from me; which I provided; no longer needed?

The excavation manager said that I knew and paid for the water line supply replacement service on 2/22/23, that I signed for the replacement on 2/22/23, the business said that I paid $4,000 on the morning of 2/23/23 before they broke the water line supply. I supplied timestamp proof that this is not correct! I paid at 5:03 pm. The excavation manager said that his technicians had payment and prior signatures that I agreed to my water line supply replacement on 2/23/23 before he spoke to his technicians between the hours of 10am to 11 am.

I didn’t find out that the water line supply was broke until after 12 pm and the technicians never said that the line was broke, they never said that they had to break it that day, the technicians only stated that the water line supply would soon “go” eventually.

On 2/27/23 upon looking at my video cameras, the technicians behavior in the videos and all related comments, vulgarities, singing and jokes of attesting that the water line supply was broke proved that the business willfully defrauded me due to their mistake. The technicians converses amongst themselves, congratulated one another of how they would get me to pay for their mistake. I was overcharged for the business technicians mistake.

The excavation manager wanted proof on 2/27/23 of my invoices and timestamps before refund issuance; he said to me that he was under the impression that all water line supply replacement services was done beforehand; I told him that was not true; I supplied invoices, videos and more; the excavation manager said the technicians is telling him a different story but they have no documents to back up the $4,000 water line payment on 2/22/23 and before 10am to 11am as they spoke to him; the business is currently ignoring this fact that all my documents and invoices never mention that my water line supply was scheduled to be broke on 2/23/23.

Now, the business want to see longer videos and a video of the broken water line supply? I was not inside the trench with the plumbers!

Where is the radio transmitted detection records of where both the sewer line supply and water line supply was located?

They never shared the radio transmission detection information of the sewer line because on 2/22/23 the technicians said they didn’t need to take any sewer line investigation images that day. The jetting service technicians shared inside photos of the bellied sewer line only.

On 2/22/23 the business technicians sent out to perform a consultation of the sewer line replacement service was speaking to the next door home owner (whom raw sewage problem flowing into my crawlspace originated) this is on written documentation; the technicians this day was speaking to the next door home owner in error because he bombarded them and had them go into his house to see into his crawlspace for free; the technicians wrongly assumed that the home owner next door was the home owner at my address; the technicians told me that they were baffled by his intrusion and didn’t know why he was on my property talking to them; the technicians never rang my doorbell they was greeted by the next door home owner who house was deemed uninhabitable due to his raw sewage spillage into my home and his tenants health; the business technicians were only at my home on 2/22/23 to collect and schedule payment for the sewer line replacement which they secured and I provided receipts and documented summary of work that was scheduled-to be done on 2/23/23 which was a bellied sewer line replacement.

On 2/23/23 the technicians stopped several times in anger, fighting amongst each other because they broke the water line supply and the business wants proof that this occurred. Why would they need proof if they legally had payment and signatures of the water line replacement service that they false accused me of paying in advance for it and providing signatures that the water line supply was to be broke on 2/23/23.

Now, that I supplied detailed written summaries, photos, videos with audio and receipts and invoices to them; they are now dismissing it and deliberately ignoring the requested facts and statements from a paying customer to support the fraudulent act and accusal of their error and they made me pay $4,000 in damage to my water line supply that they broke.

If I didn’t have video evidence with the technicians voicing what they done, if I didn’t have timestamp evidence of when, where and at all times I received and purchased services from this business, if I didn’t have evidence of full photographs of the dirty and sewage being tracked back into my home that I furnished to them and my insurance company-their point would still not be valid because they said I paid for contracted excavation services for my water line to be broken a day before 2/23/23 and the morning of 2/23/23 before work began.

The business is ignoring the fact that their excavation manager asked for the documents I provided via an email so that he could verify my timestamps and invoices with what that his technicians said I signed and paid before 2/23/23; all of which is opposite of what the technicians told their employer on record; that the water line supply specifically would be broken; that they spoke to me before speaking to him that they would break it and that this was a request of this business and a requirement to issue my refund.

The unjust damages done to my property, services render is criminal and highlights the unethical behavior and plumbing business practice in PA as a whole. I have a senior citizen and a United States Veteran dependent residing in this home and the intentional elder abuse by way of a financial crime, emotional turmoil, corporate fraud by evading the truth and withholding information and misclassification, not securing a digging licensing (city officials stated), exploiting my rights as a consumer to overcharge by price fixing and other civil violations to my house by not inspecting installed plumbing systems the day before 2/22/23 when I paid for the sewer line. Furthermore, while on the phone with another technician from the business on 2/22/23 at the time of the sewer replacement consultation; the technicians said they didn’t need to do an inspection or run a camera when asked by the other business technician on the phone with me.

I received no advance summary of after line supply work installation that specifically pertained to the water line supply by the business planning to break due to corrosion, impairment, replacement or repair on 2/22/23 as the business states.

No documentation was given to me to support that I was going to replace a water line supply on 2/22/23 from the business (pro or master plumbers, the business affiliates, the business managers or attendants- no one) nothing - the service was for a sewer line supply replacement.

2. I stated precisely that the full area that was excavated (driveway to the back crawl space wall) including under the porch and leading to the back to the foundation of the crawl space wall to the curb to be properly backfilled and compacted with dirt to the proper levels and stones placed as it should be done for the price of $9,000 that I paid. This full description was already provided along with all sewage bags removed from my lawn.

2/23/23 I supplied all documented photos of the sewage and dirt that was tracked onto the floors, doors, stove, walls, and concrete of my home. As the excavation crew was setting up the mitigation was removing the air dry scrubbers. This situation is catastrophic and compounding a horrible problem with lack of responsibility, transparency in rules, standards and practices is criminal by providing false information about themselves, services and activities. The illegal act of price fixing as when the technician told my husband and I that his boss is mad at him that he did not charge me more is wrong to do to a consumer.

I want a full refund, this is not a charity. This business did not honor the services render, they promises made they did not keep and they caused damage to my property in so many ways includes hitting the fountain of my enclosed porch several times with the back ho.

I seek a full refund and for the business to professionally call and schedule a time to fully correct the three problems noted from this and the previous statement supplied with a new profession crew sent to my home to properly correct all areas of defect caused.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

***** ******

Business Response
Date: 04/14/2023
2/19 technician ****
arrived at The property around 9:00 pm. After his inspection he signed you up
for Jetting services.
2/19 technician **** arrived and after his inspection he signed you up for a
water mitigation job through your Homeowners Insurance
2/20 technicians **** and **** arrived at your property and you asked for them
to come back at 2pm to start mitigation services.
2/20 technicians **** and **** arrived around 2pm to start mitigation services
(cleared the crawlspace of all the water)
2/20 technician **** arrived to perform jet services. After **** cleared the
line he determined that there was a belly in your line causing your clog
2/21 technicians ****, ****, and **** arrived again to finish mitigation
services. Upon arrival technician **** inspected the crawlspace again and
noticed all the water came back. He then inspected your neighbor’s crawlspace
and noticed their crawlspace was also filled with water. You even signed that
the neighbor also had water in their crawlspace. (First indication that a water
supply line is broken)
2/22 technician **** came to your property and signed you up to excavate and
replace sewer line in front yard with 5in cast iron and clean out tee.
2/23 Lead technician *** performed services explained above. During those
services *** noticed that the water supply line was an issue (which supports
****** assessment of the crawlspace). *** informed his supervisor between
10-11am on 2/23 about the broken supply line. *** informed you about the water
line and signed you up for additional work for $4,000. The excavation team
backfilled the hole around 3:30pm on 2/23. *** did not want to get into the
crawlspace because all the water from your neighbor’s crawlspace via your
broken supply line flooded your property again.

The water that came back into your crawlspace from your neighbor’s property is
the proof that the supply line was broken prior to the excavation team coming
on site.

The customer was informed that water came back into the crawlspace after the
initial extraction of sewage the night before. ****, who is a water restoration
tech not a plumber, informed the customer they observed water came back
into crawlspace after sewage water was extracted. Tech ***, our master plumber,
began to replace bellied sewer line through excavation. Upon digging the trench
to replace the sewer line, *** observed the water supply line was corroded and
Roto Rooter could replace this line while they were onsite for an additional
charge. After **** ****** and her husband verbally agreed to this additional
work Roto Rooter then began to dismantle and remove the water supply line as
well.
Additional documents and invoices can be had upon request.

There was no deceit or withheld
information from **** ******. **** ****** signed a Hold harmless, which deems
us not responsible for breaking the water line if it is near or within the work
area, henceforth this would relieve us of any refund as well. We have tried to
help and restore the home to the proper standard with the settling that has occurred.
At this time, Roto
Rooter does not owe **** ****** a refund as additional work was necessary and
was not broken by Roto Rooter employees.
Customer Answer
Date: 04/17/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

***** ******

I request for a full refund for the broken water line that was done by Roto Rooter technicians for $4,000.
I request for a full refund for $508 for a fine and trash violation by Roto Rooter who did not return to collect sewage bags as promised.

Roto Rooter came into my home, removed appliances and performed water mitigation and sewer line excavation services on my property without legally securing a valid and current work and dig permit from the city of ******* ***

Paragraph 1 from BUSINESS - The water that came back into your crawlspace from your neighbor’s property is the proof that the supply line was broken prior to the excavation team coming on site.

***** ****** Response to P1- You are in agreement that the water and sewage came into my home from the neighbors property from **** ***** ****** ******* ** *****. The excavation manager and throughout the responses shared with the BBB, the business stated that the water came from my property which was false. It is on record that you are NOW telling the truth that the sewage and the water origination that came into my home, has come from the next door neighbors home. However, the excavation manager stated that I paid for the water line replacement the day before because he said that I knew that Roto Rooter would break it on 2/23/23. He stated that he had time stamp invoices to prove this and this is incorrect. I paid for only one service ahead of time and that was for the sewer line replacement that was bellied and Delcora shared that was true through documented evidence and photographs.

Paragraph 2 from BUSINESS - The customer was informed that water came back into the crawlspace after the initial extraction of sewage the night before. ****, who is a water restoration tech not a plumber, informed the customer they observed water came back into crawlspace after sewage water was extracted. Tech ***, our master plumber, began to replace bellied sewer line through excavation. Upon digging the trench to replace the sewer line, *** observed the water supply line was corroded and Roto Rooter could replace this line while they were onsite for an additional charge. After **** ****** and her husband verbally agreed to this additional work Roto Rooter then began to dismantle and remove the water supply line as well.
Additional documents and invoices can be had upon request.

***** ****** Response to P2- This is incorrect. On 2/20/23 when the jetting service was performed and the line was drained, I was informed about the bellied sewer line and the water seepage that was coming back into he home from the neighbors house from Mike W******* # ***. This was not the night before 2/23/23. On 2/22/23 water restoration shared a video that water was coming back into the home from the neighbors home and they suggested I call the owner to see if they would like Roto Rooter to fix since it will be an ongoing problem for me. While the technicians was in my home ripping out sinks, walls, flooring, appliances, and ceilings. I shared the findings of the call from the next door neighbor and he said that he did not trust Roto Rooter and that he would not get his problem fixed because he wanted Roto Rooter to diagnose his problem to prove to him that the water is coming from his house into mine. Roto Rooter technicians stated this was “sad” because whatever that I fix will not stop unless the neighbor addresses his issue and he said that he would not.

The city of ******* condemned the next door neighbors home for raw sewage and feces the same week.

On 2/23/23 during the excavation services it was noted that no prior examination of the water line and sewer line was performed on 2/22/23.
The excavation manager stated that prior to the trench being dug, it was already settled that the water line would be broken and that I paid for such service with time stamped docusigned evidence between the hours of 10 am and 11 am. This was all incorrect and false. If this was true and the business stated that the story the technicians and the excavation manager was giving them was not coinciding with the documentation of payment and video footage shared.

The business states that “Upon digging the trench to replace the sewer line, *** observed the water supply line was corroded and Roto Rooter could replace this line while they were onsite for an additional charge.” They have already agreed upon this themselves without my approval. Why was this not known (corroded water line) ahead of time on 2/22/23? Why was I not aware at the onset of the excavation service on 2/23/23? The excavation manager said that his technicians told him between the hours of 10-11 am on 2/23/23 that he already had clearance and payment for the replacement of the water line. How could this be when I was not aware that the line needed to be replaced until 12:07 pm. I did not pay for the water line replacement until after 5:03 pm pm 2/23/23
The time that I agreed to the water line replacement was two hours after the business broke it and according to the excavation manager intentionally operating in bad faith said that I agreed and paid for the water line replacement service on 2/22/23 and then he said I paid for it before he spoke to his technicians onsite on 2/23/23 between the hours of 10am to 11 am.

Paragraph 3 from BUSINESS - There was no deceit or withheld information from **** ******. **** ****** signed a Hold harmless, which deems us not responsible for breaking the water line if it is near or within the work area, henceforth this would relieve us of any refund as well. We have tried to help and restore the home to the proper standard with the settling that has occurred.
At this time, Roto Rooter does not owe **** ****** a refund as additional work was necessary and was not broken by Roto Rooter employees.

***** ****** Response to P3 - There is deceit and bad business practice of stating that I paid for the water line replacement on 2/22/23 when I did not. There is intentional tactics to cover up Roto Rooter fraudulent acts of not securing a work permit from the city and municipality in a timely manner instead of forging ahead and botching plumbing services. This has led to my family being displaced and living under horrendous conditions because the city of ******* has halted all building maintenance work on my home in which I have young children and seniors with special needs and medical serve and equipment requirements that the home not does not meet. There has been a crime committed at my home by this business and it was don’t outright and still is through firmly withheld information that has created living violation for ***** ****** and her property through fines, mental anguish and illness by not adhering to the promises made and honoring the work to be performed.

The Hold harmless clause should be upheld if the business broke the water line and I was aware that they would and or the possibility that they would. According to the excavation manager why would this clause even be mentioned here if I paid for the water line replacement before 2/22/23 (which I did not) and if I already agree to the water line being “busted” (as the excavation manager said that his technicians and the time stamped invoices prove that I did) ***Which they don’t***

I called Roto Rooter to unclog a drain and this led to the considerable loss use of my home in totality. The business never returned to my home to finish properly cleaning the feces from the walls and floors that they tracked, the business never returned to collect and sanitize my grounds in the background after weeks of leaving the feces filled bags there, the business never returned to backfill and compact the dirt and stone correctly to the foundational wall where the excavated areas of the sewer line placement was done. The business never secured the work and dig permit in the state of ** in the city of ******* ** according the laws of the plumbing codes, licensing and inspection - and operating in good faith overall.

The business has not made one attempt to “help and restore the home to the proper standard with the settling that has occurred." I seek the full refund that I have paid out for the fines and broken water line that the business has done.
Initial Complaint
Date:02/27/2023
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.
This complaint is based on the video service that I received today after getting emergency service on Saturday 2/25/23 as our sewer line had a blockage. The techs that came to perform the service did not have the video camera with them and had to send someone out on 2/27 to complete the job. On 2/27/23 we had the video tech come out and video the line. He videoed from the outdoor clean out vent that is no longer part of our sewer line. On Saturday that vent had dirt in it up to the top and I helped the techs remove all the dirt. Romain the tech commented on Sat that the line did not have active waste water coming out of it and told us this outdoor vent line was older and no longer used. When they ran the snake but this unused vent did not get anything. After that they opened up the main sewer line clean out in my basement and cleared the drain. Going back to tech from 2/27. He was asked politely 3 times to please video from the main sewer line clean out in my basement and he refused. Instead he told my wife it was not needed and the pipes at the outdoor vent is full of mud. Of course it is because that pipe is not in use. We had a similar issue 2-3 yrs ago and the roto rooter tech videoed from the basement clean out and not the outdoor vent. When I called the video tech Sean, he told me that I am refusing to accept the truth that my pipes are full of mud. I asked him to go back and please video from my basement clean out. He refused. I asked why he didn't listen to my wife asking. He said it was not needed. I asked for his supervisor. I called Mark T***** at the ************ office. He answered and started to argue with me that it was not needed and defended his video tech. I asked why no one listened to my wife after she asked repeatedly to use the basement clean out , he said because it's not needed. The work order slip says the blockage was cleared from the basement clean out. Last time the roto rooter tech videoed from the basement. Deeply dissatisfied.
Business Response
Date: 03/01/2023
To whom it may concern,
RR explained that if the risor was clogged that could be causing and/or the cause of the clog. There would be no reason to do another free camera inspection inside the property if the cause was the risor outside.
Initial Complaint
Date:02/24/2023
Type:Service or Repair Issues
Status:
ResolvedMore 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.
I had Roto-Rooter visit my home on 1/19 to repair a leaking toilet. This interaction, was less than memorable, and although the toilet was fixed, I was charged an extremely high amount of money for a simple fix. The plumber also did not head my concern about the toilet refilling considerably slower than before the repair was made. Everything about this interaction felt robotic and not genuine.

Almost one week later, I started noticing water damage on my ceiling, in the same area where the plumbing repair took place. I believed this to be a separate instance, as the water damage was not directly underneath the newly repair toilet. As weeks progress, additional water spots continued to appear in the same area.

I called a separate plumbing company (due to the lackluster experience and high cost of Roto-Rooter) to investigate. Their investigation involved creating a hole and opening my ceiling. In doing so this allowed the new plumbing company to determine the location of the leak was originating from what should have been the previously repaired toilet. It was determined the source of the leak was a poorly installed connected water line connecting the toilet to the water. The new company corrected the issue last week. To date no additional water damage has occurred.

Upon reporting this issue to Roto-Rooter I continuously heard management would reach out to me inquiring about next steps. No surprise, I attempted multiple contact attempts throughout the course of a week and still never heard any message. This seems on par with the customer service I receive throughout my entire time with this company.
Business Response
Date: 02/27/2023
We spoke to customer and refunded the money for the work.
Customer Answer
Date: 02/27/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.

Regards,

******* *******
Initial Complaint
Date:02/24/2023
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.
Roto-Rooter came to my condo unit in November of 2022, which I purchased and moved into in April of 2022. In the process one of the team members completely damaged the tiles on the premises in the bathroom, because the snake equipment was metal and not rubberized, it scratched the white floor tiles.
I called and emailed many times. First, the manager accepted liability and stated he agreed there was damage/ scratches by looking at before and after photos. He then said he would pay $500. I said No, I'll send you an estimate, this was a new property to me and I had just moved in. I sent a flooring estimate for $1200 to replace same-grade tiles, from **** *****. I have been playing phone tag with them. I was told they need to "call corporate." in December. It is nearly March and I am emailing every week now but have been consistently ignoring my correspondence. I am requesting compensation for the damage to my premises.
Business Response
Date: 03/04/2023
Spike with customer offered option to send licensed contractor to repair/replace scratched tiles
Initial Complaint
Date:02/23/2023
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 December 31, 2022, in ******* **********, we had multiple winter storms with heavy amounts of rain. The water entered my unit through the patio door to the balcony and into my living room. I called Roto Rooter, spoke and met with their salesman Jeff H*** regarding the small amount of water damage in my living room. Mr. H*** explained to me that I had to sign an agreement and he would send it to my HOA insurance company. I showed Mr. H*** an estimate from another company that had come out to my home, and I explained to him that the estimate amount of $2000 was too expensive for my small job. Mr. H*** stated that Roto Rooter would have to come out and determine how much it would cost so the salesman scheduled an appointment, and his company Roto Rooter came to my home on January 11, 2023, to provide the water mitigation services. After Roto Rooter completed the job, I called Mr. H*** the salesman to find out what the total amount that was due, but he told me the office sent it to the insurance company. I asked for a copy so I could review the invoice, but they did not send me one until the insurance company did not make payment. On January 19, Roto Rooter sent me an email with the invoice attached and the total amount due was $3784.77. Also, Veronica G******* from Roto Rooter called me about the payment that is due, and I told her that since the insurance is not going to pay, I would need to review the invoice and get back to her. After reviewing the invoice and the description of the work, I explained that the amount due was higher than what is considered reasonable or fair. Roto Rooter revised the invoice to $3200.00 and down to $3000.00 but they are still overcharging me for the small job they did. The FEMA inspector estimated the job to be $900.00. Roto Rooter lied about what work they did and what equipment they used to do the work. All they did was removed the effected carpet and charged me to dispose of it. Please revise invoice to reflect $925.55
Business Response
Date: 02/24/2023
Please see the attached file showing not only the signed agreement with an estimate of $3,000-$8,000 but also the photos of work being done, equipment being used and the Xactimate paperwork detailing how the billing was generated. It appears that there is a misunderstanding regarding the details involved in the work performed to get the area back to a stable and sanitary state. there is a lot more to it than just removing wet carpet as demonstrated in the pictures.
Customer Answer
Date: 03/02/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
Roto Rooter overcharged me with the work they claimed they performed. They just took some photos with their equipment and removed a portion of my carpet. All the bags they showed on the photos, did not come from my home. I had no standing water to extract from, so I don't know why that placed the charges on the invoice. Also, I did not agree to pay for their equipment. They only moved my cat house, a small table and vacuum cleaner and charged me for 4 hours. It only took 5 minutes to moved. They charged me for an emergency visit but I it was a scheduled visit. I am still waiting for a detail explanation for what they charged me on the invoice.

Regards,

******* ******

Business Response
Date: 03/07/2023
As stated before, pricing estimate was agreed to prior to work being started and final price is well within the estimated range. Customer and FEMA advisor do not seem to be aware of all of the work performed and equipment used to return area to a sanitary condition. Photos show the many different things that were done and the Xactimate calculation sheets that asses a price for each task. The Xactimate process is a very calculated formula which leaves no room for subjective billing. If the documentation is there for the job, then it is billed for.

Thank you,
Initial Complaint
Date:02/22/2023
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.
please check my email below, also the attached videos

my address is : **** ******** ****** ******* ** *****

I would give zero star if I could.

My kit**** drain was slow, I searched internet and found Roto Rooter with good reviews, so submitted a request online. A technician called Erik R came to my house yesterday afternoon, not only he made problem worse but also created new issues and left us with all the mess. The sink is now completely clogged with new leaking at three different places.

He broke my under sink pipes and waste disposal connections yesterday, asked me to change to new pipes and a new waste disposal, we agreed. So he came back today and installed the new pipes and waste disposal. We tried to test it after he completed the work, he said no need to test. We insisted to test it and the pipe connections started to leak within two minutes. First he tried to find an excuse but then committed it was an issue, he tried to fix the issue without success so decided to leave it as is.

We paid him 50% yesterday and agreed to pay another 50% after completing the work, but with all these issues we decided not to pay the rest 50%, he threatened us to call collecting company to get the money. We called their customer service but they would not come until tomorrow knowing our kit**** sink is completely out of order because of their work. This is the WORST experience we've ever had.

James C
Business Response
Date: 02/23/2023
Mr. **** requested service on 2/19 for a kit**** drain clog.
Our service technician discovered an issue with the drain and a camera
inspection was completed. It was determined the line needed further repairs; a
proposal was given for the repair in which Mr. **** refused. To avoid an
expensive excavation repair he requested a different option. He was advised the
issue would not be resolved by replacing his garbage disposal, basket strainer
and pvc. The issue would continue.

We have since spoken to Mr. **** and a full refund has been
made.
Business Response
Date: 03/02/2023
Credit was submitted and approved on 2/24/23 and a refund check was requested at that time. It can take 14 days for a check to be recieved in the mail...I have requested an expedited check to speed this process up.
Customer Answer
Date: 03/06/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

As of today, i have not received the refund check, i would like to know what time this business sent the refund to me!

Regards,

**** ****

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