ComplaintsforA-Russell's Mr. Rooter, Inc.

• Initial Complaint

  07/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, My name is *********************. I was ripped off by a *************** titled: *************************** Expert Sewer & Drain Cleaning **********************************************************. I was quoted over the telephone that they charged $1**.50 per hour. The plumber was here less than an hour and charged me $50.00 extra. I wasn&#**;t home when they arrived at my door. I would have been home if they would have notified me that they was on their way. I wasn&#**;t even informed they was coming on the day they came. They just dropped in at their own convenience. When I was called on the telephone, telling me that they was sitting in front of my house, I immediately left the Dollar Tree store, got in my car and hurried home. I was just around the corner. I was home through traffic and traffic lights within 6 minutes. It was going on 30 minutes after the hour when I arrived back to my house. I was told I was being charged an extra $50.00 for the wait. H363137**3238313831H staff comment...They said they waited 20 minutes, when it was only 6 minutes. The head man became very hostile with his bad attitude, raising his voice at me. My oldest daughter recommended this plumbing company to me. She was disappointed that I was treated this way. I demanded my $50.00 over payment refund back from the ************************** **************** but, they wouldn&#**;t give it back. I was told that once they reach your house they can upper the price and charge you more than the price quoted if they want to, even if it&#**;s not an hour. I got ripped off. The head man was very rude and hostile at me. I&#**;ve thought about taking this to small claims court. He was sweet to get my business but then, very rude after he got my business to come out and just mount my toilet tight and secure on the floor. I really would like my $50.00 back. My unemployment check exhausted and ran out. My call back number is: ************ Thank you, Sincerely, *********************.

  

  Business response

  07/22/2021

  This lady was told that her repair might take up to 2 hours to repair. I think someone else had tried to do the repair and was not successful.  Any way she told me she would be home the day we went to her house, so I sent my employee that has been employed with my company for 46 years and could fix her problem. Since she was supposed to be home I didn't call her ahead, which we usually do. When I called her she said she would go home immediately. My employee said she showed up about 15 to 20 minutes later. he did the job and was paid by her. She didn't say anything to him at that time. She later called and wanted a refund which I refused to do because to do her job we had to spend 2 hours from start to finish including drive time and waiting for her to get home. Also I don't take her threats of suing me and BBB complaints. We did not charge her 2 hours labor which alone would have been $279.00 plus parts used to do the repair which would have made the **** just over $300.00 instead of the $100.00 less that we charged. My employee never overcharges any customers on any job. She was fortunate to get a tech with ***************************************************** a reasonable time. After talking to my employee, I told the lady that I would not refund her $50.00. That is still my position.

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