ComplaintsforRooter Express LLC

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our tankless water heater, 2.5 years old, from ****** stopped working last Monday the 23rd of May. We called ******, gave them the flashing code, and they told us the part that was to be replaced was under warranty and gave us a few names of plumbers on their list of approved plumbers. We have a couple of good plumbers but thought since they are covering the part maybe we should use theirs. BIG MISTAKE! They did come the next day Tuesday the 24th and charged us $150.00 "diagnostic". That should have been our first clue as the diagnostic was done by the water heater with the flashing code. All he did was call to order the part. Told us it was ordered and would be overnighted. Wednesday, no part, Thursday, no part! You would think the person who ordered it and got confirmation would have followed up, but NO! We did and found that some one dropped the ball and no one had followed up thus the part was not ordered! We called Rooter Express and prompted them to reorder overnight. Part was received the next day Friday but they could not get anyone here. Our regular plumber could have installed on Saturday but, unfortunately, we could not pick up the part as the type of part could only be released to a licensed Plumber, unfortunately by the time they told us no one was coming, it was too late for our plumber to get there before they closed. So there we were with no hot water since Monday! You may think, surely they would schedule our job first thing Tuesday, actually no, came about 1:15 after another job they scheduled first. He had told us it was a very difficult job to install that part and would be $375.00. Seemed a little crazy to us but what do we know. Well he did come and install the part today and we have hot water. It took about 30 minutes. Hmm that's $750.00 an hour!!!! Guess it was not as hard as he thought. I did report this to ****** and they said they would take them off their list as that was excessive charging. Should be a C- rating

  Business response

  06/01/2022

  We at Rooter Express, LLC strive to provide the best service possible.

  We apologize for any inconvenience & dissatisfaction of any service that you have received.

  We would like to have a supervisor reach out to you, what is the best date & time to do that ? 

  Thank you,

  **** *******

  Business response

  06/28/2022

  We reached out to *** **** ********** on 6-7-2022 to discuss the situation and to work on a resolution for both parties. *** ********** said that when his wife returns home that he would discuss with her and he would give us a call back. On 6-24-2022 & 6-27-2022 we called *** ********** to follow up, both times no answer but did leave message on his voicemail. As of this posting still not received any communication.

  Customer response

  07/05/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********on

  I am rejecting this response because:

  Per the original response from Rooter Express I called and left a message for **** *******. My call has never been returned. I have not spoken with anyone other than a person answering the phone.

  Regards,

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

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

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Rooter Express came to my home to repair a leaking waterline to the water meter on 12/9/2021 and two months later I contacted them to say that there is still a leak. They refuse to repair it unless we pay again, the plumber said that someone drove over the waterline is why it’s leaking. The water meter is in the driveway and we’ve been driving across it for 60yrs, so please explain this. I believe the leak was not properly repaired for it to be leaking 2 months later. Is there a warranty or guarantee on their services. We can’t afford another $350.00.

  Business response

  02/25/2022

  We will be happy to send a supervisor over on Monday or Tuesday during normal business hours (whatever is convenient with *** *****) to review the situation with her and resolve. 

  Customer response

  03/01/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. I stated that I accept the business offer, I’ve been waiting on them, no one has contacted me. I’ve waited two months to receive an invoice from them also. I accept the offer for them to come and correct this problem. Thank You 

  Regards,

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

   

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