Complaints

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

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• 

  Roto-Rooter

  2125 Montana Ave Cincinnati, OH 45211-2741

• 

  Roto-Rooter Plumbing & Water Cleanup

  3603 Metro Pkwy San Antonio, TX 78247

• 

  Roto-Rooter Plumbing & Water Cleanup

  6356A Corley Rd Norcross, GA 30071

  
• 

  Roto Rooter

  220 Demeter St East Palo Alto, CA 94303

• 

  Roto-Rooter Services Company

  175 Maple St Stoughton, MA 02072

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:02/02/2023

  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.

  My basement flooded about July 26. 2022.. I called Roto Rooter to come pump the water out of my basement. I paid the men cash money. Upon completion they called their adjustor to come and assets my damages. I told the adjustor that my insurance company said they did not cover floods. She said because this was from a disaster t it would be covered. I asked her up front how much it would cost me, she said only the cost of my deductible. However, the insurance did not pay. Roto Rooter sent me a bill for $11,400.00 for taking the damaged clothes, and furniture from the basement, cleaning the floor, and putting some fans in my basement for a week. I don't have $11,000.00 dollars. I just filed a chapter 7 bankruptcy a year ago. I cannot borrow that kind of money and FEMA would not pay it because I am being overcharged. Now Roto Rooter is threating to put a lien on my house because I cannot pay them. I am 69 years old and could not work long enough to pay that.

  Business Response

  Date: 02/03/2023

  Spoke to customer about her invoice, she was not happy that she received a formal demand letter for payment and notice that if not paid she would be sent to collections and a lien placed on her house. I suggested she pay the invoice off. She stated she did not have the money. FEMA paid her initially $4,000 and then an additional $10,000 and that was according to her, for her loss and not us. She then said she was calling her bankruptcy lawyer and hung up on me.

• Initial Complaint

  Date:02/02/2023

  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.

  Contacted Roto-Rooter to come out and clear clogged and leaking toilet and to look at slow draining bathroom sinks. They fixed the clogged toilet and leak but advised that the issue was due to mainline problem which they couldn't fix. They did attempt to clear the bathroom sink; however upon working on the sink they broke the pipe and trap underneath and water leaked everywhere and damaged the ceiling below (which had not been the problem before they were out). They refuse to come out and repair the damage to my sink and refuse to speak to me regarding the damage. I contacted my home warranty to have them send someone out to fix it and they will not fix it because the problem is not cause by "normal wear and tear" and is therefore not covered by my policy. I want them to either repair/replace the pipe and trap at no cost or refund me the cost of my having it repaired/replaced.

  Business Response

  Date: 02/13/2023

  Tech performed service and found disconnected sink drain with offset threading. Drain showed extensive wear and signs of previous repairs. Tech reconnected sink at no charge. Tech explained to customer and showed area of previous work. Leak that was stated is in interior walls and is not related to work Roto-Rooter performed. 

  Customer Answer

  Date: 02/15/2023

  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.

  There was no leak after the 2nd technician they sent out repaired the sink. It was the trap in the sink that was knocked loose and the underneath pipe sink that was broken by the previous Roto-Rooter technician that caused the initial leak and there was NO LEAK INSIDE THE WALL. This has been confirmed by a different company who came out to actually unclog the sink the next day after Roto-Rooter replaced the trap & pipe. The leak was from the broken trap in the sink and the pipe under the sink which had never leaked prior to the first Roto-Rooter plumber. The technician that made the repair said absolutely NOTHING to us about any leak inside my walls and there is no sign of any leak at this time.. if there was a leak inside the wall it would still be LEAKING which it is not  so that is a completely false statement they've made. I still have a damaged ceiling downstairs below the sink area from the leak caused by the first repairman which they've not offered to compensate or correct.

  
  
  
  Regards,
  
  
  
  ***** *************
  
  

  Business Response

  Date: 02/15/2023

  Work performed did not damage any existing line. Sinks and walls were not to code at time of service. Complete work originally charged for is correct and without issue. Additional work can not be performed for services that were not charged for. No refunds will be issued as service charged for is is working as stated by the customer. 

  Customer Answer

  Date: 02/16/2023

  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.

   

  I have included the report from my home warranty based on the findings by the plumber who came out immediately after Roto-Rooter plumber left and my sink starting leaking into the floor and the downstairs ceiling. As you can see it was not caused by common wear and tear. Again never had a leak from that sink until IMMEDIATELY Roto-Rooter was out "working" on it. I've had 2 other companies out and no one has diagnosed leaking inside of my walls. NO ONE. I do not want Roto-Rooter out to fix anything as I would never use them or recommend them to anyone however, I do expect them to fix or pay for the repair of my downstairs ceiling which was caused by the damage their plumber did. It is amazing how since the pipe and trap were replaced I haven't seen a drop of water anywhere it shouldn't be which disputes their claim the damage is caused by leaking in the walls. They caused the leak in the first place and should be held responsible for paying for my ceiling repair.
  
  
  Regards,
  
  
  
  ***** *************
  
  

• Initial Complaint

  Date:02/01/2023

  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 1/30/2023 hired Roto Rooter service company to unblock my tub and check a couple other things . The other items wasn't a issue but the tub was . The associate from Roto Rooter Brian R **** came out told him the problem. Looked at the scope of work and referred me to their item price list . It would cost me $ 530.00 to take care of my problem. After a hour of so , was having issues . He stated he would have to go through the sink in the bathroom to snake the line . While he was snaking the pipe he broke the connection on the pipe stating it was installed improperly. It was working find for years till he touched it. As he was snaking the line he made a big mess under the sink and bathroom area.. why he didn't use a bucket or plastic is still a mystery. After all of that he stated that the line need to be scope by a camera probe. So he clean up a little bit my wife said she will clean the mess up . He said he will contact his boss about the scope for the next day before noon time . He presented his bill for $ 530.00 dollars. And went on his way . The problem has not been resolved and my line is still clogged. Still no shower or bath . His office contacted me around 1:30 pm the following day and stated they couldn't do the scope because the pipe was to small and would have to excavate my bathroom to do the job. I told him that I was dissatisfied with the work sofar and I wasn't happy with their company for what I already paid for . He seemed not to care or suggest a alternative. I told him that I wasn't going to pay anything else or have my bathroom torn up either . So I paid $ 530.00 dollars for nothing else but a messy bathroom and clogged bath tub line and a leaking sink that I will have to hire someone else to do . I'm very upset with this company for not providing services I request or what I paid for .

  Business Response

  Date: 02/01/2023

  We have refunded the customer his money. 

  Customer Answer

  Date: 02/13/2023

  The reason I haven't responded back is that I  have not received a refund check from roto rooter or my cancelled check return to me with apology from the company. Until I  receive these items the complaint is still open . They stated they refund me on February 1st . There is No Proof of it .
  Thank you 
  ***** ******* 
  

  Business Response

  Date: 02/15/2023

  Customer wrote us a check and filed complaint with our company prior to us depositing the check. After informing us of their service experience we in turn wrote void across customer check and mailed it back to them at their home address. 

  Customer Answer

  Date: 02/15/2023

  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,
  
  
  
  ***** *******
  

  Customer Answer

  Date: 02/15/2023

  Roto-Rooter has not returned my cancel check as they stated. Or sent me a refund check .  And No Apology letter from the company or a reimbursement check for the additional expense that I occurred to repair what was broken by their employee . Which was $ 330.00 dollars to fix my sink damage   and tub .

   

  Customer Answer

  Date: 02/23/2023

  There seems to be a communication problem between me and Roto Rooter.  Being told and texted one thing and them doing the opposite. I tried to be patient and try to work with Roto Rooter with some type of resolution. It comes to a point when compromises doesn't work and legal assistance is warrant. I've contacted legal assistance in  this matter. Maybe this will result in a solution to this matter. 

  Business Response

  Date: 02/24/2023

  We issued a refund to this customer. His original check was never cashed and was voided and mailed back to the customer. Unless the customer can provide a bank statement showing that the check was in fact processed we are considering this complaint handled to the satisfaction of the customer. Customer keeps reopening the complaint in BBB but we fulfilled all sides of our duties. 

• Initial Complaint

  Date:01/31/2023

  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.

  Called roto rooter to come out and replace a water heater that was no longer working on December 23rd. They come and install a new water heater that I supplied brand new from Home Depot and they charged me $1657.69 for the new install. The guy installs it and a day after he installs it, it starts leaking so I called roto rooter back and they sent someone out to check it out. New guy comes out can’t find where it’s leaking so he changes the valve and reglues it incase it’s that, tells me if it’s still leaking in 2 days to call back so in 2 days it’s still leaking so I call back and they send another guy. This guy comes out on 12/31 and says he doesn’t see a leak as there is water filling up the pan that sits underneath the water heater. He says he has to call his manager to see if he should take it apart, he comes back saying the manager said not to take it apart as he doesn’t see any visible leaks even though as he was outside calling his mama her I shop vacuumed the pan and by the time he came back in there was water in the tray. He tries getting me to sign a paper saying I agree with him that there’s no leak but I did not as I didn’t agree. So then I call to complain and the manager says he’s going to send a more experienced plumber out. So next day 1/1 new guy comes out and says it’s a faulty water heater and was part the first guys installations fault so they install another new one “free” of charge since it was part the companies fault. Then the one he installs that night starts leaking worse than the first one they installed, so I call back and they come back out and tell me it’s another faulty water heater and they can install another water heater but it’s going to cost another $550. I told them no as I don’t trust their work anymore and go with another company. At this point I had to rip up brand new flooring and our floor is full of water damage because of the 10 days of trying to get them to fix it properly. Also have videos of the water heater leaking.

  Business Response

  Date: 02/01/2023

  Good Morning,
  This customer had a ***** water heater that they purchased (****** or ** dont remember) installed 12/23/22. On 01/02/23 It was discovered that the ***** water heater that the customer purchased had a manufacturer defect.
  Tech **** explained that we can  install another water heater but we can not replace it for free because they purchased the water heater. Customer was advised to purchase a ao smith or bradford white. Homeowner purchased another ***** water heater against our advise. Because ***** has know manufacturer defects. This new unit also was leaking. Homeowner did not want to pay us to install a third water heater and had someone else do it. The homeowner contacted the branch outside of our complaint system and I gave her the advice to send any photos and receipts to ****** or ** and also to *****. Roto-Rooter did not supply any water heaters and not responsible for any damages her water heaters caused. Manufacturer issue.  

• Initial Complaint

  Date:01/30/2023

  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.

  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.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 11/13/2020

  Hello.  This week one of our managers, Joe F., contacted customer to resolve the complaint and concerns.  As a result a partial refund in the amount of $1,700 was approved.  A check (# *** *****) was issued and mailed to customer Thursday 11/12.  Thank you for the opportunity to resolve the matter.  

  Customer Answer

  Date: 01/30/2023

  We called out Roto Rooter for service to remove an electric snake that had broken in our plumbing line on July 25, 2020. Roto Rooter stated that the only way to remove this was to upgrade our clean out so they could go in with a camera and gave us a bid for 3400.00, stating that permits needed to be pulled. Feeling like we had no other alternative as the snake needed to be removed to prevent further damage we agreed. After the new clean out was installed Roto Rooter was still not able to locate the snake and then proceeded to quote us a price of an additional $4500 - stating this would give them more room to locate the snake. We did not agree to this additional service and decided to call experts in the plumbing field to get their opinion. All of their recommendations were to crawl under the house, locate where the snake had broken off, separate the pipe, pull the snake out and re-connect the pipe. This is exactly what I did and was successful in removing the broken snake. The new clean out was not necessary and we feel that we were taken advantage of and misled because we were panicked in the moment and were relying on Roto Rooter's advice. Permits were NEVER pulled which we were told after the fact. I wrote to Roto Rooter on August 11th requesting a reimbursement. I received no response. Roto Rooter needs to do the right thing and own their mistake and reimburse us for this gross over charge in services.

  Customer Answer

  Date: 01/31/2023

  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:01/30/2023

  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.

  I ordered a clean out, and when the technician arrived he lasted 61 minutes but was billed for two hours. I have messages proving he was there for 61 minutes

  Business Response

  Date: 04/28/2020

  The address listed in this complaint is a Franchise location.  This complaint needs to go to either the local Roto-Rooter or  Debbie S**** at the Franchise home office.  She can be reached at ******************************* 

  Business Response

  Date: 05/21/2020

  I telephoned customer this afternoon and dropped a message that I would reply to his email.  I did so this afternoon(5/21/20).  I let him know per his request a billing adjustment/credit was issued 3/27/2020 to the card on file, ending in ****.  Please see the attachment for your reference.

• Initial Complaint

  Date:01/27/2023

  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.

  I had work done on our sewer drain on 11/29/19 and the technician had to cut a hold in our pipe. He said that he would be coming back that week to put a proper cover on the pipe that he cut as he used duct tape to cover the hole as well as provide us with the video that he took inside our pipe. We also had Roto Rooter come out on 11/26/19 and that technician was not able to fix the issue so the reason for the 11/29 visit with a new technician. The technician said that he would see about getting me a credit back for the 11/26 service since they had to come right back out. I contacted Roto Rooter to learn that the technician that came out on 11/29 is no longer with the company and my case would be escalated to management. I have yet to hear from anyone.

  Business Response

  Date: 03/05/2020

  This morning(Wed. 3/4) I s/w ***** *. directly.  She re-iterated her request to resolve the matter.  After researching the matter further, I responded candidly to let her know coincidently the two people she was working with prior had left our employment.  Regretfully, her request was overlooked.  With that said, Roto-Rooter offered to dispatch a technician to make the repair to the cut sewer pipe as well as video inspect the main sewer line.  Naturally, there is no fee for the aforementioned service.   ***** accepted.  Technicians were dispatched.  Next, *****’s final request was to secure a credit for the first (11/26/19) of two services provided by Roto-Rooter.  Management approved her request.  I dropped a message on  her voice mail stating a credit in the amount $475 shall be applied to the card # on file in the next day or two with copy of the credit transaction to follow by email. 

   

  We appreciate BBB and ***** *. for the opportunity to address the concerns and request in satisfactory way.

   

  Thank you,

   

  Denell C. N******

  Administrative Assistant

  Roto-Rooter Services Company

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

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

  ###-###-#### ; ###-###-####, Fax

   

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

  Business Response

  Date: 01/30/2023

  Our Manager John made contact with the customer, we have scheduled a senior tech  to service the residence on 2/1/23. Senior tech will inspect cap to ensure it was installed properly in 2022. Tech will also video inspect line at no charge and leave customer a copy of the video on a flash drive. Customer has also requested a refund of $475 for service performed on 11/26/2019. Our Office Manager is researching 

  check and bank logs to ensure it has not been processed previously. 

• Initial Complaint

  Date:01/26/2023

  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 October 26th 2022 roto rooter sent out a plumber named Randolph to unclog my bathtub drain. Not only did he damaged the over flow drain which I found out later, he didn't finish clearing the drain and told me he had to leave abruptly but I needed to pay and he will come back the next morning to finish up with a different snake. He informed me to call dispatch in the am to have him come back and finish the job. I've called multiple times to have to drain cleared and for someone to explain why water is pouring through the over flow when it use to go down slowly just the day before he worked on the tub but he would never come back. The third plumber that was sent out on January 3rd finally cleared the drain fully and explained what was wrong. The over flow drain was separated from the tub. I then realized that the first plumber sent out in October stopped working on the drain and left because he broke it and didn't want to take responsibility for the damage. I've called to complain several times and explained this situating to multiple employees at roto rooter including a manager with no response. They finally sent out a different plumber to access the damage but all he did was point to a different leak I have and not the fact that water pours through the space between the bathtub and the over flow drain. He shows me pictures of the space between the tub and over flow drain but doesn't send those pictures to me when I asked for them so I can get a second opinion. The manager deceptively only seems pictures of the leaking that was already there and no pics of the over flow drain at all. This company is the worst plumbing service available with horrible plumbers that damage property, won't take responsibility then lie about it, and deceptive practices to scam their customers especially women who are alone and trust them to be honest.

  Business Response

  Date: 02/03/2023

  We sent our Senior Plumber to assess the issue and resolve ***** ***** complaint.  After our technician assess the issue in the customer bathroom and crawlspace, it was determined that the lead is coming from an area between the tub and wall.  The wall tile is separated from the tub and missing grout causing water to enter that area and leak in the crawl space.  Roto Rooter is not responsible for this issue.   

• Initial Complaint

  Date:01/26/2023

  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.

  This is the first time I am using any drain cleaning service. It was an emergency and when I expressed shock at quote of nearly $500 for a cleaning drain of tree roots, I was told that is the list price and not negotiable. Instead in response I could have been easily advised of a $75 coupon on your website if RotoRooter really cared about helping customer save some money. But I think your techs are trained not to talk about it and instead charge full price. With emergency like a gun to one's head, homeowners like me end up agreeing to what is asked. I am really bummed that you run your business this way by not advising customers how they can save some money.
  
  I called your local office to complain and they told me that I should have been looking for the coupon just like when I say go to a restaurant. I think we can all agree you are in a very different business where homeowners like me are often calling in an emergency. At 9:30pm I could not think of anything else but getting this fixed and agreed to whatever I was asked.
  
  You are entitled to stick to your company policies. But I can tell you this experience has left me with a sense of being price-gouged

  Business Response

  Date: 01/30/2023

  We have been unable to reach the customer via phone and email to honor the coupon. Should we receive a response, we will be happy to honor it.

  Customer Answer

  Date: 02/02/2023

  The local manager contacted me and took care of the issue by letting me use the coupon. Appreciate the prompt action both from the business and for BBB to helping me resolve this.
  
  

• Initial Complaint

  Date:01/25/2023

  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 called on 1/23/23 at around 4 pm after seeing their advertisement of 24/7 emergency plumbing services. I have a broken toilet with water damage. They said they could not get anyone to my location that day but that they would schedule an appointment with me for the next day. I booked an appointment and they gave me 5 hour time slot from 12 pm to 5 pm. At 7:30 pm still no one arrived to fix my problem and provide the services requested. I was told someone would be there shortly as they were finishing up a job. After another hour at 8:30 pm I called and they said still no service workers were available. I asked to speak to a manager and spoke to one named Ellen. She said she will check on availability and call me back. At 9:15 pm she said that they had service workers just jump on new jobs and no one could come until the next day now despite me having an appointment.

  Business Response

  Date: 01/25/2023

  Reached out and spoke with **** *****.  He was disappointed in our scheduling department, and our team in the field being delayed late into the evening.  We did send out one of our employees, but were turned away in his frustration.  We apologized for our delays in service and take our complaints and try to better the organization and learn from these issues.  I thanked **** for speaking with me this evening and for his time.  He did thank me for the call, and following up on this issue.