Complaints

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

• Initial Complaint

  Date:03/07/2023

  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.

  Estimate date: March 02, 2023
  Amount of Money I Paid: $3,438.07 (deposit/down payment)
  Interior Spot Repair - Best (Best): Establish containment to neutralize all dust and exposure using plastic walls and hepa air scrubber. Jackhammer approximately 3' to 5' in length to remove and expose section of sanitary main lateral sewer and stack ninety bend. Relieve line into open pit and remove with buckets. Once relieved hydro scrub line out to the city main and reevaluate line with camera once clear. Install schedule forty PVC pipe and fittings including new full size clean out tee for proper access. Bed repair in stone and concrete to rough grade. Haul away all old parts to be properly disposed of at our facility. Ten year parts and labor warranty on replaced section only. $7501.l4 - Discount (Previous Services &Senior) $625 = $6876.14
  
  Nature of the Dispute is that I was not presented with the Terms & Conditions until March 06, 2023 nor was I verbally told the Terms & Conditions on March 02 when I asked what am I signing (with my finger on an I pad). I was not told that there would be a significant amount in addition to the $6876.14 to fix the problem. I was pressured into giving permission for the additional $11,000 (I don't know the exact amount). I did not give permission. The technician, ******* ********** was argumentative. Roto-Rooter Plumbing and Drain Service did not pull a city permit; the didn't follow regulations. By **** Plumbing Code: a toilet is an accessible clean out. (The concrete was only 1 inch thick where they Jack Hammered.)
  
  I called Roto-Rooter this morning to file a complaint. I was told that it is good that you called, we will put a hold on the project and a manager will call you. The technician, **** ********** called to argue with me further. I plan to call again and request a supervisor.
  
  ESTIMATE ******** Project; ********

  

  Business Response

  Date: 03/10/2023

  The larger dollar amount recommended for excavation was never sold or signed - it was only recommended because once we got further in the initial service is when it was discovered the issue was larger and needed more work for a permanent solution.  In the initial contract terms and conditions, it was stated the line will be re-evaluated upon finding additional unseen issues. **** stated that he did go over the terms and conditions on the iPad and our policy is to immediately email a copy to the homeowner as we are a paperless company. However, the homeowner does not have an email address, so **** printed the paperwork and hand-delivered it to ***** at a later date (included in the attachment).  A permit was pulled on 03/03/2023, copy is included in the attachment. On 03/08/2023, there was a verbal agreement to proceed with the work on a recorded phone call between the Manager, *****, and the homeowner, *****. Another technician, *****, completed the service with a signed COS on 03/09/2023.  ***** signed off being satisfied (documentation attached).  In addition, the Operation Manager has reviewed the complaint and coached **** in regard to policies, procedures and good customer relations. The customer did compliment the final service technician, *****, multiple times.  ***** was refunded $1861.77. Roto-Rooter charged $1576.3 for total work and the customer on a recorded line said she would pay $2000.00 for work done to date.

  Customer Answer

  Date: 03/13/2023

  [BBB transcription via phone call]

   

  Consumer has stated the operations manager has contacted them and that they have come to a resolution.