ComplaintsforDo Right Rooter Sewer and Drain Specialist

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The original work to my property was scheduled to start January 25th 2022. Do Right rooter came out multiple times to do work on my property due to an issue I had with water backing up in my home. After almost a month of them struggling to fix my plumbing issue they "fixed" my plumbing issue in the middle of February 2022. In February of 2023 I began to have plumbing issues again. Due to the cleanout they installed being at almost a 45 degree angle instead of standing straight up I was led to believe that the issue was due to them not installing the fix to my line properly. After they did some digging and investigation (This would be 3rd or 4th time of them fixing their own mistake) they dug down and saw that the cleanout connection was just loose and was not to blame for my backup. They informed me my issue was due to a belly in the pipe by my parkway. I did not believe them so I called multiple other companies to investigate and assess the situation. Multiple companies informed my my issue was not in the parkway like Do Right stated. They are either not very knowledgeable or trying to scam me for money. My main issue and the reason I am asking for a refund from them is because it was determined by two other plumbing companies that Do Right Rooter disconnected my main sewer line when repairing it therefore sewage water was just pouring into my front yard 8ft underground. I showed them video and documentation that shows they eliminated a wye incorrectly and it also showed it in the camera and was told I was wrong by them and that it was impossible. I proceeded to go with another company to get my situation fixed. Once they began to dig it was 100% correct. Do Right rooter did not fix my issue, but instead made it worse by eliminating my main sewer line. They refuse to get back to me on my concerns and are pretending to care, but then proceeding to ignore me. I believe it is unjust I paid them $5000+ to instead fix my line completely eliminate my sewer line.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On the morning/afternoon of 2/18/22, I was experiencing a large amount of water on the outside of my property. After searching for a company, Do Right Rooters responded to my call. The person who showed to my property for an evaluation introduced himself as the owner of the company, *************************. **************** explained that extensive work would need to be done. He quoted a total amount of $6100 to complete the work of which $3100 would be needed right away to begin working. It was explained to me that an underground pipe had a blockage. It required digging and repairs with at least 15 of his men and machinery. Feeling reassured, I signed a contract with **************** for the work to begin on 2/21/22 . In this same conversation, **************** explained that a permit would be required. Do Right Rooters would obtain it with the **************** where I reside but did not until I discovered they did not.I received a phone call on 2/18, from a person at Do Right named ********* It was explained that someone would come out that day instead of on 2/21/22. On 2/18/22, only ********************* and 1 other gentleman, introduced as Coopers nephew showed to my door and dug with a small shovel. Every day thereafter either no one showed to do any work or did minimal shoddy work. We have moved on with another company due to Do Right no-showing countless of times or multiple other issues. Do Right abandoned the work and left a huge hole uncovered in my backyard. We have now learned that Do Right also damaged a main pipe belonging to the **************** which needed to be repaired. The work we now have paid another company for is to fix the original issue and to undo unnecessary damage Do Right did. I am requesting the $3100 back. Contact Information given at time of signed contract does not match information on file here with the BBB or on the company web site. The village of forest view claims they have not done business there for over a year. The info given appears on the attachment.

  Business response

  05/19/2022

  This complaint has also been referred to **** *** 5 Investigations.  We are gutted by the turn of events regarding this project.  We stand by our statement responded to ****:

  "Our goal is always to ensure our clients are 100% satisfied with our work.  We take all feedback and suggestions very seriously; and if there are any concerns, we do our best to address them appropriately.
  
  
  I understand this project has not been without setbacks and have maintained a constant open line of communication with ****************.  I will do my best to respond to the summary accordingly.
  
  2/18/22  - We responded to a request for service at the address of ***************************************************. It is agreed that we found an extenuating issue after our attempt to power rod the main sewer line.  We informed **************** of such and presented him with a written estimate for repair, which he signed approving the work.  I did not impress upon **************** that we "needed" the downpayment right away, rather that it is our policy to collect a down payment to cover any set costs (i.e. permits, labor expenses, and material).
  2/19/22 - Began manual excavation with *****
  2/21/22 - 2/25/22 - Continued repair -  ***** and crew
  2/27/22 - 3/1/22 - *********************** and crew took over the job. Found sewer lines packed with roots, advised work extends further and deeper than reported at initial visit.
  3/3/22  Returned to work but stopped by the commissioner because permit not shown on work site
  3/4/22 -Permit delivered to the worksite
  3/8/22 - ***** and crew returned to work
  3/10/22 - Excavator/operator on site.  Excavator on site for approximately 6 days total.
  3/15/22 - 3/17/22 - ***** and Crew returned to work, heavy rains and water saturation from the use of water from the residence caused the hole to fill up with water and walls to collapse, tearing down our shoring. Pumped out water, excavated hole, and fashioned drain pipe to prevent drainage to flow into the hole. 
  3/18/22 - ***** and crew return to work
  3/21/22 - 3/22/22 - ************************* and crew took over the job.  There was no marijuana smoking by any staff members, we have a zero-tolerance for such behavior.  The staff members were smoking rolled cigarettes, which I admonished as improper on the worksite, this was also reported to the team leader *****
  There are some gaps in the work schedule due to inclement weather and work stoppage by the city (which we immediately resolved).  Also, **************** was repeatedly advised to use limited water during this process.  The continued use of water filled the hole up to 3' to 4' which had to be pumped out on a daily basis and the hole had to be excavated due to collapsing walls - This set us back each day.   We advised ****************, that the scope of work had changed, as we were excavating more than the contracted stated and would require a trench-box (heavy-duty equipment to prevent the walls from collapsing).  **************** was informed of these additional changes which we are obligated to bring to his attention.  He has the right to either approve or decline moving forward at that point.  We would honor whatever decision **************** deems wise.  We are still willing to continue the project with ****************, but please note that the modified scope of work is not without additional costs as we have already advised both **************** and his daughter *****************************. We were not able to show any progression at this point.  We did receive a deposit from ****************, and I have enclosed a copy of the expense receipts thus far as well as log sheets for the workforce on this project.   I would love to resolve this matter with the ****** family and hope that we can meet on common ground.  I am but a small business owner and can only budget for so much overhead on each project.  We rely on the cooperation and understanding of our clients as we progress through each project and have yet to be met with any adverse reactions."
  
  Also, we were not made aware of any damage the pipe belonging to the ****************.  The Village has not notified ** of any such occurence.  The city's main line is located in the street, we did not work in this area.  The contract for **************** has our new office location indicated as does our drain license with the *************** (see attached).  As stated above, we have repeatedly advised **************** of the additional work required and what that would entail; this includes a change in the set time in which to resolve his issue.  We did not advise **************** that 15 team-members would be on his project, that is feasibly impossible.  We are responding to these allegations presented to the **** and are responding here accordingly as well. 

  Customer response

  05/23/2022

   
  Complaint: 17211720
  
  I am rejecting this response because:

  Much of the information provided by the company is inaccurate. As previously communicated to them, on the days that they did show minimal work was completed and during the times they arrived, when only 1 person showed to work, they arrived to my home at 1p or 3pm and left at sunset. We have a more accurate day-to-day breakdown of events should this be requested of us. Dates missing even from the company's response indicate that there are days they did not work. They also did not call and provide a rationale for why they would not be working. Attached is a photo of the pipe belonging to the village which connects to the pipe on my property. The sloppy work done by Do Rite affected the pipe of the village and we are told that the Village will be contacting the company as well as the License and bond insurance company, who we know is **************** The 2nd document attached contains the original and only contract we were given. Though Do Rite claims in every written communication with us during our complaint process that they have communicated to us additional funds would have been required, we never received what this amount would be and for what scope of work. All we have is the original contract and the original amount quoted to us. Considering they had not done any of the work on the original contract despite months having gone by and lack of contact, this is the reason for moving on. Additionally, we learned through a **** request of the **************** that Do Rite, despite assuring ** they would obtain the permit, did not put in an application for this permit until 2/28/22. This date is after they also admit to beginning work (see the start date according to them in their response to this complaint) and so were fined $1,000. Also obtained with this **** request is a copy of the date in which they themselves presented their license and bonding information from **************** Do Rite was not licensed and bonded at the time they arrived to my home presenting themselves as a company who was license and bonded. They were also not license and bonded when they began work on my property which they themselves admit was 2/18/22. According to the paperwork obtained through the **** request, Do Rite did not become licensed and bonded through Pekin until 2/28/22 the same date they subsequently decided to complete the permit application with the Village. In addition, paperwork filed with the Village as well as their *************** Sewer and Drain license awarded to them on 2/16/22, continues to have their Forest View address. This information was also obtained through a **** request. In addition, Do Rite also state that certain individuals along with a team showed on certain days to ************ in particular presented themselves as ************************* and company and arrived in a van with a company logo stating the name of the company as Hydrogenie. We are aware that any time a company would be subcontracted to do work we are to be given a signed and notarized statement listing the persons or company subcontracted to do the work as well as the addresses of this company. This information can be found in the Mechanics Lien Act. We were not given any of this information. Later we would call this company to try to obtain more information and the person who answered could also not provide us with license and bonding info nor a valid web site for the company. Instead we were told to visit a ******** page. We have proof of this company having come to my home as well. We are not interested in entertaining any other requests by Do Rite to make things right. We stand firmly in the information that we have provided and again request that the $3100 paid is returned to us immediately. In written emails to one of my daughters, ********************* states himself that the company "missed the ****" and admitted to "all the delays." We are horrified that they would attempt to play the role of the victim in this matter and place any blame on us for. In fact it is shameful. The abhorrent and low-grade attempts they reference as "work" done on my property is far from what a real company would have done. 

  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 1/17/2022, ********************* of Do Right Rooter, was called to repair water accumulated from a drain in the laundry room. He power rodded the laundry line and advised it required further snaking to the main line due to a broken pipe. He quoted me a cost of $8,000, then quoted $4,500 and financing. He did no further investigation in the house. I had a second company look at the work performed which substantiated my feeling of being scammed. The problem was the ejection pump was broken. Had ************** performed the service requested, he would have found the problem in the crawl space which he neglected to do. The service he performed was unnecessary and a reflection of a company charging for services that are not required and making up repairs of $4,500 when it required a $900 ejector pump. There was no reason to be charged $385 for services that were not required to repair the clogged drain. This company tried to scam $4,500 for repairs that were fabricated. THIS COMPANY SCAM CUSTOMERS.

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