Complaint On 3/1/14 call Roto-Rooter to come & check drain system.I pay $388.00 for the check(camera). The Technician used the camera & found the problem 20 feet away from the drain hole.We had to open a ditch 4-5 feet deep 20feet long.No problem was found.The problem it was 1 foot from the drain hole.The drain pipe was broke.I called the Roto -Rooter & talk to the manager for the false inf.from the camera,send pictures.The manager refuse to come to a settlement.It cost me money & a lot of work in my yard while the problem it was 1 ft away from the drain hole.I feel that they need to refund the $388.00 because of the false inf. from the camera.Thanks Mrs.xxxxx
Desired Settlement Refund the $388.00.
Business Response On March 1, 2014, the customer called and requested camera service (video inspection) of the residential trunk line. Our Roto-Rooter technician arrived, provided an estimate and was authorized (via signature) to do the work. RR technican conducted a comprehensive review of drain line and provided an estimate for problems found (all issues). Apparently, the customer contacted another service provider to resolve issues or tried to resolve himself/herself.
Roto-Rooter completed the job as requested. The customer ascribed "complete satisfaction" with our work via his/her signature same day.
Service Invoice with signatures is filed.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response due to the fact that they will not give me a copy of the actual video that was taken of my pipe. That would show that the actual hole/damage was 1 foot away from the drain hole. Also, as far as my signature the same day, we did not know where the actual damage was until extensive digging took place. The amount of money and labor it took to solve the issue was unnecessary. If only the technician was accurate the first time with the camera it would have saved us this issue. After trying to contact the management at Roto Rooter I was sent to several different managers and no one would reply with any type of feedback. I was always told that the manager is "out of town" and will call back upon return. If you check out the website you will see that there is only one telephone number on the whole site. That number goes to a secretary and you get the whole run around. I also sent pictures of the actual damage to the manager when he returned my call. I am usually very easygoing and I have actually never contacted the BBB for anything. This is my first time. I just feel that I was so wronged by this company and I don't want anyone else to have to go through what I went through. Thank you
Final Business Response The customer was contacted again on April 24 and the matter was resolved.
Complaint xxxxx list "Free Estimates". xxxxx said he had to charge $310 before he can give me a free estimate on repairing my sewer drain. On August 29, 2012, I call the xxxxx office of Roto-rooter to make an appointment for a "free estimate" to repair my sewer drain. I explained to the person making the appointment what I needed and she assured me there would be no charge. When xxxxx arrived on August 30, he said he would have to charge $310 before he could give me an estimate. He offered to credit that amount if I selected his company to do the work. This does not sound like a free estimate to me.
Desired Settlement I would like the free estimate that is advertised in the xxxxx "Free Estimates! No service, No charge."
Business' Initial Response The customer wanted an estimate to repair a breach in an underground sewer line. The sewer line repair - by the customer's guess - is covered by 3-4 feet of dirt. We could not in good conscience provide an estimate for something 3+ feet underground that we could not see. You simply don't know the extent of the damage. We use undeground camera systems for this. We provided the cost of the camera service. We also provided an option to the customer that would allow a refund of this amount. The customer declined.
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*Roto-Rooter Plumbing & Drain Service is in this range.
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