ComplaintsforRoto-Rooter Plumbing and Water Cleanup

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/1/24, the expander tank sprung a leak. I contacted Roto Rooter for mitigation of water damage and to repair the water heater. I paid my deductible but, I over paid by $500. The finished the mitigation activities and replaced the water heater. I was charge 1.9 times the price for the water heater, $2636. I have a quote to replace the water heater for $1500 and its the same model. Additionally, they want to charge another $1500 to return it to the proper location after repairs. Afterwards, I realized I had overpaid my deductible and requested a refund from Roto Rooter of the $500 overpayment. After several weeks, I was informed the were holding a portion of the overpayment because USAA hadn't covered the full costs. I contacted USAA and they informed me they paid the bill in full minus the $1,000 deductible. So, I was overcharged for the water heater and they kept the overpayment. Also, I intend to notify the AL state attorney general as the cost I was charged for the water heater may qualify as price gouging.

  

  Business response

  05/29/2024

  As you will see from the attachments of the documentations, ********************** is not due any additional refunds than what he has already received.  All work was done in accordance with the agreements and satisfaction of all work performed by **********************. 
  attachment #1: ********* INVOICE *****. This is the original handwritten copy of the invoice dated 5/1/24.  The price of the water heater and related items to install (labor and materials) of $2636.00 was authorized and agreed to pay the amounts by ************************************.  ********************** printed and signed that work order authorization.  In addition, the additional cost of $1500.00 to have the water heater moved and reinstalled after the reconstruction was also agreed to, if the customer wanted that performed.  Upon Completion ********************** signed that the work was completed of the described work which was done to his COMPLETE SATISIFACTION. 
  attachment #2: ********* WATER RESTORATION INVOICE.  This is the invoice, price and detail of work completed that is required by the insurance carrier and complies with the ***** S500 standards.  These are the standards we are govern by to insure the protection of the health and safety of our customers.  This is how the total price (labor and material) is calculated on our Water restoration and Clean-up jobs.  The total price of $3,327.49 is the amount charged to the customer for the work performed with *********************************************. 
  attachment #3: ********* RECIEPT OF PAYMENTS AND RETURN OF OVERPAYMENT.  As you will see from this attachment, our invoice price from attachment #2 in the amount of $3,327.49 is what is charged and (as a courtesy to the customer) billed to the insurance carrier.  The copies of checks and credit card receipts will show: payment from USAA for $2,050.38, a credit card receipt from ********************** for $1,500.00 which total $3,550.38.  However, the price we charged for this job was $3,327.49 so the customer is due a refund of $222.89 for overpayment, which was completed on 5/17/24 with check number ************************** the memo section that it is a refund for overpayment.  The credits and the debits leave a balance owed by the customer of $0.00.  
  attachment #4: ********* COS, AGREEMENT TO PAY WHAT INSURANCE DOSENT:  In this attachment you will find the original invoice with the work order authorization and customer authorizing the services described and agreeing to pay the amount indicated ($3,327.49) which is signed, and name printed by ************************************.  In addition, you will also see in this attachment #4 the Water Restoration Agreement which is initialed and signed by ************************************, clearly states (and we highlighted) "THERE IS NO ASSURANCE THAT INSURANCE WILL BE AVAILABLE TO PAY ANY OF OUR CHARGES, AND YOU ARE ULTIMATELY RESPONSIBLE FOR PAYING US FOR THE SERVICES, WEITHER YOU HAVE INSURANCE OR NOT."  On page 2 of 2 of that same agreement it is again initialed and highlighted; "...YOU REMAIN RESPONSIBLE FOR PAYING ANY AMOUNTS DUE..."
  We do not and can't control what Insurance pays or does not pay.  We don't work for the insurance companies and we only bill the insurance as a courtesy to our customers.  Our agreements and contracts are with the customer and not the insurance company.  As with all insurances (ie.. health, automotive, home, life etc) they pay a portion of most bills and the customer is responsible for any parts left and their deductible.  As you can see from the accounting of the monies received, after the insurance company paid their portion and the along with what the customer paid, they were due a refund.  The customer was promptly written a check for the amount of their refund.   We have completed the job in which we were contacted and contracted for.  We have performed and ********************** and his wife agreed to all the work, ***** and agreed it was done to their satisfaction.  ********************** is not due any other monies and any items installed are his and paid for. 
  Thank you

  Customer response

  06/10/2024

   
  Complaint: 21764442
  
  I am rejecting this response because:

  1. As soon as Roto Rooter was contacted by USAA, they would have been aware my deductible was $1000 and that I had overpaid. After the claim was settled Roto Rooter made no effort to contact me about the overpayment. Only after my several attempts to contact them about the overpayment, Roto Rooter said they were aware of the overpayment. Then, Roto Rooter stated that USAA had not paid in full. USAA informed me that it was not the case, and I am trying to collect this information from USAA.

  2. My expander tank failed on my water heater. When Roto Rooter arrived, they said there was a leak in my water heater. I asked them to take a picture of the leak or to save the water heater so, I could show my home warranty. I was never shown a leak. 

  On May 1st, my wife hadn't had a medical emergency that caused her to be admitted to the hospital and my expander tank sprung a leak. If circumstances were different, I would have been a little more discerning about the charges. I guess I have to write up the initial water heater charge of $2600 to learning a ****** about not doing business with Roto Rooter. Which is unfortunate, because my experience up until May 1st had been positive. Regardless of how this complaint proceeds, I will not need Roto Rooter for any other matters regarding my water heater. It would not make sense to turn a $2600 mistake into a $4100 mistake.

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

  

  Business response

  06/11/2024

  Once again you will see from the original hand written invoice the description of the work to be performed and the price was fully disclosed.  It was signed by ********************** before the work was performed and after.  FULL disclosure on the work and the price.  This is the same price we charge for other water heater replacements in the same area of the house.  Nothing different and nothing was a surprise.  We had never been asked to take pictures or to leave the water heater.  Once again, while we were there and while the customer was present for the install, if a picture or items needed left on premise, that would have been the time to ask for those items.  

  A refund could not have been sent to the customer UNTILL the insurance company had paid.  The only reason we collected $1500 as the deductible is BECAUSE ********************** TOLD US THAT WAS THE AMOUNT.   There is no way for us as a company to know how much someone's deductible, coverage limits, how much they pay for insurance coverage...totally impossible!  the only was we know what to collect for the deductible is by WHAT THE CUSTOMER TELLS **.  If the customer knew his deductible was only $1000 then why did he pay $1500 on 5/1?  The customer paid what the customer thought was his responsibility.  IMPOSSIBLE for us to know anyone's deductible amounts as we see everything from zero to $10,000 deductible...that information is between a customer and their insurance company, we have no bearing on how much a customer elected as their coverage or deductible amounts.  To attempt to set this up as it was our idea to collect $1500 is preposterous as not only were we given this information from **********************, but he is the one who signed all the paperwork and provided the payment!

  Once again ********************** was informed of prices and the scope of work on every step of the process.  Obviously by his signed name and printed name upon every piece of documents he has signed, he was fully aware of the complete project as nothing was left out or covered up.   He has been issued a refund of the amount owed to him.  He has received everything he paid for.  Nothing is left owed to Mr.. **************** Thank You.

   

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 7-26-23 i call roto rooter because i had a backup toilet in my bathroom hallway and two bedrooms they sent out a mitigation teams. I was told ************************* that everything we take out the insurance would pay for they took up the toilet title vanity some hardwood and carpet in the bedrooms and cut cut some of the drywall.they destored the vanity and carpet now the insurance don't want to pay for it.also ****** told that they needed a deductable payment he called my insurance agency and they told him $500 they reported it to my insurance agency that it was a down payment the total bill was $5606.33 but they should have reported $5606.33 to the insurance company but since they had my $500 deductable they only reported $5106.33

  

  Business response

  08/24/2023

  As you will see from the attachments, 1. **************** was totally aware he IS responsible for any items the insurance does not take care of.  Not only did he sign but he and **************** initialed that paragraph 4 insurance coverage section that clearly states that he is responsible for any thing the insurance does not cover. 2. The invoice clearly shows the total amount of the job is $5606.33 on the invoice that **************** signed and confirmed was correct. 3. you will find copies of 2 checks in the attachments, one from **************** for $500 for HIS deductible (WHICH HE IS SOLELY RESPONSIBLE FOR)  and one from the insurance company Allstate for $5106.33.  When you add the 2 checks together you get the amount of $5606.33 which is represented on page one of the invoice and is the amount of the total job we performed in the water restoration and mitigation department.   4. you will also see **************** agreeing to and signing that he was completely satisfied with the work we performed and how his home and contents were left.  IF there were issues with cabinets or any other items when we finished, **************** would not have signed that he was COMPLETELY SATISFIED. 

  I'm confused on why **************** believes he is *********** any money as a refund as this project has been completely paid and satisfied with his deductible and the amount the insurance paid.   This account has a zero balance.  

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

  President

  Customer response

  08/29/2023

  roto rooter should have file the whole **** to my insurance and if it was a deductible why they reported it to the insurance company as a down payment I don't know who they called but the $500 is not the correct deductible. The check I paid roto-rooter with in the for to section had for deductible but they still reported it to the insurance company as a down payment. Now I still got to paid another deductible when the repair work is done. All they had to do was tell the insurance company it was a deductible instead of a down payment.

  Customer response

  08/29/2023

   
  Complaint: 20506067
  
  I am rejecting this response because: they didn't tell the insurance company that it was a deductible but a down payment but that wasn't the ****** deductible so I don't know who they called to the information I did not tell them to call the insurance company about the deductible. If they had billed the insurance the whole **** they would have paid them but now I am out of extra $500. So something don't add up
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A pipe burst in my attic December 25,2022 and flooded much of my home. ROTO-ROOTER agreed to remove all wet materials and spray antimicrobial. They removed wet flooring but did not spray antimicrobial or remove wet walls. I am still living in one room because workers are just now rebuilding after I spent ******** to remove mold from my home which shouldn't have spread if antimicrobial were sprayed. They were negligent and admitted it was their fault. They said they would remove mold but they did not.

  

  Business response

  04/26/2023

  Roto-Rooter was contacted by ************** on 12/28/2022 at 3:47pm.  She stated on a recorded line that floors, ceiling, walls, were wet due to a pipe bust in the attic.  We arrived and explained that we could mitigate the water, removed the affected materials, spray antimicrobial,install drying equipment to facilitate drying. ************** agreed that she would like for us to do that for her so the drying process could begin.  She signed a series of agreements with us and gave us work authorization to being. You will see this information on the signed invoice that is attached to this response.
  
  On 1/9/23 we completed our portion of the water mitigation.  ************** signed on that day that she "acknowledges that Roto-Rooter performed "WATER EXTRACTION SERVICES" as necessary and removed damaged property from the premises.  You will find her initials and signed name on the invoice that is attached to this response.
  
  ************** also signed a separate form: CERTIFICATE OF SATISFACTION on 1/9/22.  She signed stating.."I ACKNOWLEDGE THAT WATER EXTRACTION AND STRUCTURAL DRYING SERVICES PROVIDED BY ROTO-ROOTER HAVE BEEN COMPLETED TO MY SATISFACTION..."  in addition she signed that "she certified that Roto-Rooter has furnished all labor and materials for THE SERVICES AS SPECIFIED IN THE WORK ORDER/INVOICE."  The work order/invoice clearly stats that we would remove affected materials, spray antimicrobials, install drying equipment to facilitate drying.  You will find this signed document attached to this response. 
  
  ***************************** signed on 12/9/22 and initialed the WATER MITIGATION AGREEMENT FORM, which states our limitations to our responsibilities,which includes and states " WE ARE NOT OBLIGATED TO PERFORM MOLD REMEDIATION UNLESS WE SPECIFICALLY AGREE OTHERWISE IN A SIGNED INVOICE/WORK ORDER.  WE DO NOT WARRANT THAT ALL MOLD AND MILDEW WILL BE REMOVED OR DISTROYED OR WILL EVER RECUR.  You will notice that NOWHERE in or work order or invoice do we ever state that we are removing mold.  Our scope of work was clearly stated as we removed the wet affected materials, we extracted water, sprayed antimicrobial,placed drying equipment to aid in the drying process.  ************** signed these form that also includes a release of indemnify ** and hold ** harmless.  You will find this form attached to this response.
  
  Also you will find our detailed printed exactimate estimate of what we performed.  This is what the insurance company uses to verify the work we performed and this is what they use to pay the customer and in return pay ** for the work done as specified in our work order/invoice.  ********************* also sends out an adjuster to verify that the work has been performed to the industry standards.  As you will see from this detailed 5 pages of worked performed and that the insurance company agrees that this work was done to their satisfaction, in so much that they sent ************** a check for the amount of the charges and ************** stated by signed name that we performed the work in accordance to what is described.  You will also notice that nowhere did we remove or address any mold issues that she may have.  The reason is because that was not our scope of work for this project.  In addition,Travelers insurance which is Ms. ****** insurance company only provides for her a $5000 mold coverage.  At the time of the work ************** was contacting other companies to perform the put back of her contents and to provide any mold removal as protocoled by *********************************.  
  
  As you see all the work we described that we would do was done.  it was verified by the insurance company that paid ************** the check for our services. ************** received a check from her insurance company because of the work we performed, not only was **************************** in agreeance with our performed work as they are the ones who paid for our service, but ************** also stated by her signature of her complete satisfaction and the work performed is what was described to her that we would do.
  
  *******************

  

  Business response

  04/26/2023

  Roto-Rooter was contacted by ************** on 12/28/2022 at 3:47pm.  She stated on a recorded line that floors, ceiling, walls, were wet due to a pipe bust in the attic.  We arrived and explained that we could mitigate the water, removed the affected materials, spray antimicrobial,install drying equipment to facilitate drying. ************** agreed that she would like for us to do that for her so the drying process could begin.  She signed a series of agreements with us and gave us work authorization to being. You will see this information on the signed invoice that is attached to this response.
  
  On 1/9/23 we completed our portion of the water mitigation.  ************** signed on that day that she "acknowledges that Roto-Rooter performed "WATER EXTRACTION SERVICES" as necessary and removed damaged property from the premises.  You will find her initials and signed name on the invoice that is attached to this response.
  
  ************** also signed a separate form: CERTIFICATE OF SATISFACTION on 1/9/22.  She signed stating.."I ACKNOWLEDGE THAT WATER EXTRACTION AND STRUCTURAL DRYING SERVICES PROVIDED BY ROTO-ROOTER HAVE BEEN COMPLETED TO MY SATISFACTION..."  in addition she signed that "she certified that Roto-Rooter has furnished all labor and materials for THE SERVICES AS SPECIFIED IN THE WORK ORDER/INVOICE."  The work order/invoice clearly stats that we would remove affected materials, spray antimicrobials, install drying equipment to facilitate drying.  You will find this signed document attached to this response. 
  
  ***************************** signed on 12/9/22 and initialed the WATER MITIGATION AGREEMENT FORM, which states our limitations to our responsibilities,which includes and states " WE ARE NOT OBLIGATED TO PERFORM MOLD REMEDIATION UNLESS WE SPECIFICALLY AGREE OTHERWISE IN A SIGNED INVOICE/WORK ORDER.  WE DO NOT WARRANT THAT ALL MOLD AND MILDEW WILL BE REMOVED OR DISTROYED OR WILL EVER RECUR.  You will notice that NOWHERE in or work order or invoice do we ever state that we are removing mold.  Our scope of work was clearly stated as we removed the wet affected materials, we extracted water, sprayed antimicrobial,placed drying equipment to aid in the drying process.  ************** signed these form that also includes a release of indemnify ** and hold ** harmless.  You will find this form attached to this response.
  
  Also you will find our detailed printed exactimate estimate of what we performed.  This is what the insurance company uses to verify the work we performed and this is what they use to pay the customer and in return pay ** for the work done as specified in our work order/invoice.  ********************* also sends out an adjuster to verify that the work has been performed to the industry standards.  As you will see from this detailed 5 pages of worked performed and that the insurance company agrees that this work was done to their satisfaction, in so much that they sent ************** a check for the amount of the charges and ************** stated by signed name that we performed the work in accordance to what is described.  You will also notice that nowhere did we remove or address any mold issues that she may have.  The reason is because that was not our scope of work for this project.  In addition,Travelers insurance which is Ms. ****** insurance company only provides for her a $5000 mold coverage.  At the time of the work ************** was contacting other companies to perform the put back of her contents and to provide any mold removal as protocoled by *********************************.  
  
  As you see all the work we described that we would do was done.  it was verified by the insurance company that paid ************** the check for our services. ************** received a check from her insurance company because of the work we performed, not only was **************************** in agreeance with our performed work as they are the ones who paid for our service, but ************** also stated by her signature of her complete satisfaction and the work performed is what was described to her that we would do.
  
  *******************

  

  Business response

  04/27/2023

    Date Sent: 4/26/2023 1:32:12 PM
  Roto-Rooter was contacted by ************** on 12/28/2022 at 3:47pm.  She stated on a recorded line that floors, ceiling, walls, were wet due to a pipe bust in the attic.  We arrived and explained that we could mitigate the water, removed the affected materials, spray antimicrobial, install drying equipment to facilitate drying.  ************** agreed that she would like for us to do that for her so the drying process could begin.  She signed a series of agreements with us and gave us work authorization to being. You will see this information on the signed invoice that is attached to this response.
  
  On 1/9/23 we completed our portion of the water mitigation.  ************** signed on that day that she "acknowledges that Roto-Rooter performed "WATER EXTRACTION SERVICES" as necessary and removed damaged property from the premises.  You will find her initials and signed name on the invoice that is attached to this response.
  
  ************** also signed a separate form: CERTIFICATE OF SATISFACTION on 1/9/22.  She signed stating.."I ACKNOWLEDGE THAT WATER EXTRACTION AND STRUCTURAL DRYING SERVICES PROVIDED BY ROTO-ROOTER HAVE BEEN COMPLETED TO MY SATISFACTION..."  in addition she signed that "she certified that Roto-Rooter has furnished all labor and materials for THE SERVICES AS SPECIFIED IN THE WORK ORDER/INVOICE."  The work order/invoice clearly stats that we would remove affected materials, spray antimicrobials, install drying equipment to facilitate drying.  You will find this signed document attached to this response. 
  
  ***************************** signed on 12/9/22 and initialed the WATER MITIGATION AGREEMENT FORM, which states our limitations to our responsibilities, which includes and states " WE ARE NOT OBLIGATED TO PERFORM MOLD REMEDIATION UNLESS WE SPECIFICALLY AGREE OTHERWISE IN A SIGNED INVOICE/WORK ORDER.  WE DO NOT WARRANT THAT ALL MOLD AND MILDEW WILL BE REMOVED OR DISTROYED OR WILL EVER RECUR.  You will notice that NOWHERE in or work order or invoice do we ever state that we are removing mold.  Our scope of work was clearly stated as we removed the wet affected materials, we extracted water, sprayed antimicrobial, placed drying equipment to aid in the drying process.  ************** signed these form that also includes a release of indemnify ** and hold ** harmless.  You will find this form attached to this response.
  
  Also you will find our detailed printed exactimate estimate of what we performed.  This is what the insurance company uses to verify the work we performed and this is what they use to pay the customer and in return pay ** for the work done as specified in our work order/invoice.  ********************* also sends out an adjuster to verify that the work has been performed to the industry standards.  As you will see from this detailed 5 pages of worked performed and that the insurance company agrees that this work was done to their satisfaction, in so much that they sent ************** a check for the amount of the charges and ************** stated by signed name that we performed the work in accordance to what is described.  You will also notice that nowhere did we remove or address any mold issues that she may have.  The reason is because that was not our scope of work for this project.  In addition, ******************* which is Ms. ****** insurance company only provides for her a $5000 mold coverage.  At the time of the work ************** was contacting other companies to perform the put back of her contents and to provide any mold removal as protocoled by *********************************.  
  
  As you see all the work we described that we would do was done.  it was verified by the insurance company that paid ************** the check for our services. ************** received a check from her insurance company because of the work we performed, not only was **************************** in agreeance with our performed work as they are the ones who paid for our service, but ************** also stated by her signature of her complete satisfaction and the work performed is what was described to her that we would do.
  
  *******************

  Customer response

  04/28/2023

   
  Complaint: 19974695
  
  I am rejecting this response because:The agreement by Roto Rooter stated they would use antimicrobial but they did not.***** even stated that" This is on us" when they came in to see the mold.I signed assuming they had done the work they promised. I had no way of knowing they werent going to complete the job.They promised to remove all wet materials and use microbial  but they did not. If they had removed wet drywall and used microbial the problem would not have occurred . I realize this is not a company that will stand by its work. I just don't want another person to end up with a ********* bill due to their negligence. They know they were deficit.  They even expressed it was their fault. I want the Better Business Bureau to really consider whether this company is one they want to support because they certainly don't stand by their work. I hope this will save another unsuspecting customer from my experience. 
  
  Sincerely,
  
  *************************

  

  Business response

  05/03/2023

  The claim that we did not use antimicrobial spray is ludicrous.  The claim that we would remove mold is absurd as well.  I have sent in the scope of work in detail describing what work was performed and what was not.  ********************* that paid Ms. ****** claim  agreed we did the work as described on the exactamate estimate invoice as well.  So obviously our word that we sprayed the antimicrobial spray as we claimed and the insurance company paid for is not enough for **************, so, maybe pictures of Roto-Rooter spraying antimicrobial spay in Ms. ********************* home will serve as proof that we do what we say we are going to do and we perform work in accordance to the industry standards that we are held by.   As you will see by the file that is attached to this rebuttal, 11 pictures of antimicrobial spray being sprayed over a 2 day period of time in Ms. ****** home.   Each one is time stamped and coordinates to our company GPS system that proves Roto-Rooter was present at her address.  in addition many of the pictures show the contents of Ms. ****** home which completely confirms that we did indeed spray antimicrobial spray in her home in the areas affected by the water, that the insurance company adjuster agreed to and paid ************** for.    Obviously we performed the work and have plenty of proof to show that this claim is frivolous and has no merit. 5/3/2023 Thank you.
  *******************

  

  Business response

  05/04/2023

  still attempting to send files

  ****

  

  Business response

  05/04/2023

  more pics of antimicrobe spay being performed in ms greens home

  Customer response

  05/24/2023

  I dont see where Roto Rooter explained why they did not remove wet wallboard whi h was what they agreed to do.. If the wet material had been removed I wouldn't have had thousands of dollars of mitigation to remove mold.. Roto Rooter did not complete their contract.

  

  Business response

  05/30/2023

  This case was closed by the BBB on 5/15/2023 7:44:02 PM.  Obviously every issue and complaint has been addressed.   

  Customer response

  06/06/2023

  On June 2,   reconstruction on my house due to flooding on Dec. 25,2022 was finished. I was reviewing the BBB complaint I filed so I could close this part of my life. I was reviewing the photos sent by Roto Rooter to prove that anti- microbial was sprayed in my house. The photos dated Jan.6,2023 are not of my house. There are 3 pictures showing a man spraying that did not occur in my house.

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid the local Roto Rooter company for a whole house replumbing in Sep 22. Paid ****k for the service. While they were here we asked if they insulated the lines as this was a result of our 3rd leak. They said yes. Yesterday we had the lowest temperatures in ******* 5 with a windchill below 0. We woke up to frozen water lines. When my husband went into the attic to check the lines we found that they did not insulate all of the lines they installed. We took pictures of the poor work they left undone. They insulated a couple of lines that we would obviously see but left approximately 75% of the lines uncovered. Not one faucet or toilet worked because of the frozen lines. They finally responded on 4 Jan indicating that they have been busy and the staff member forgot to complete the insulation and they would come out and insulate the lines. I informed them that since they did not come out or return my calls, we fixed it ourselves. I asked for cost of gallons of water we purchased, insulation purchased, and inconvenience experienced as we had guests/family visiting. To date I have not received a reply. I filled a complaint to their HQ and was referred to their contractor complaints as the ********** office are contractors. Via email she advised me to send the receipts to **************. I sent them via text to the phone number from which they called me. I tried to email ************** the ********** POC, but he has blocked my emails. They don't do quality work.

  

  Business response

  02/02/2023

  As of this date I have not received the receipts that I had requested to see.  Clearly my corporate office instructed this customer to email those to me and provided my email address, however this customer states she text them to my cell phone, she says "the one i contracted her on."   I have never contacted this customer vis my cell phone nor would I.  I have no idea why when instructed to send via email and that address provided she would attempt to sent in another fashion.  Obviously she doesn't want a solution she only want to complain. The pipes in question were actually vent pipes and actually had noting to do with pipes freezing.  We do not wrap vent pipes as they only carry air flow.  The tempts did reach 5 degree and the whole city experienced a major freeze and pipes froze and burst all over the city.  I cant be held responsible for this customers lack of prep  or not allowing ALL of their faucets to run with a steady stream. This customer not only agreed to the work performed and the price, but also signed and stated she was 100% completely satisfied with the quality of work and work  that was performed. 

  I told *** in my corporate office for this customer to send me those receipts and let me see what see was speaking of.  In doing so this customer then responds back (to the ones working to help her) with statements of getting her taking us to small claims court.  At this point our hands were tied and as the one who was communicating with stated in the following email...".I have not and do not plan on responding to this last email of hers"  Obviously  as you will see from the email trail we have attempted to work with this customer not only from the local level but even from our corporate level, she has made it impossible to work to a solution for her.  We have attempted to show good faith and shown good customer service to this customer.   As you will see from the emails one of my generals reached out to her and she stated "we don't need or want your service"  she even alludes to this in the email to *** and she says..."As he indicated that I said their services were no longer needed,"    

  *******here is a copy of the email trail between this customer and *** in my corporate office.**********

   

   FYI response from ********************* below. I have not and do not plan on responding to this last email of hers. Thank you!
  
  *************************
  Senior Contractor Administrator
  Roto-Rooter ****************
  office **************
  cell **************
  **********************************
  
  
  
  From: ********************* <*******************>
  Sent: Monday, January 23, 2023 8:05 PM
  To: ************************* <**********************************>
  Subject: Re: FW: Very Unsatisfied.
  
  
  Yes, I can.  However, I do not have receipts for the emotional distress on my family (I had family home for Christmas), as a result of their negligence in insulating the pipes and we had to go almost 72 hours without running water.  I guess we'll have to settle the inconvenience and distress in small claims court.
  
  I will text the receipts to his phone.
  
  Thank you.
  
  On Mon, Jan 23, 2023, 11:47 AM ************************* <**********************************>wrote:
  Hi *****,
  
  I provided the update you sent me earlier today to the ****************** In order to entertain a refund of any amount, ******************* has requested you email the receipts for him to review. At that time h*** look into the issue to see if a refund of any amount is warranted. Can you please email a copy of the receipts to **********************
  
  *************************
  Senior Contractor Administrator
  Roto-Rooter ****************
  **********************************
  
  
  
  From: ********************* <*******************>
  Sent: Monday, January 23, 2023 11:42 AM
  To: ************************* <**********************************>
  Cc: ********************* <***************************>
  Subject: Re: FW: Very Unsatisfied.
  
  
  I informed him that we had already installed the insulation.  I also informed him that we wanted reimbursement for the cost of the insulation, 30 gallons of water our inconveinence is purchased due to their failure to properly insulate the lines.  Therefore he is not telling you acomplete story.  I advised him of such in writing via text message to the same number he used contacted me from.  As he indicated that I said their services were no longer needed, he should have advised you of the rest of my message.
  
  Therefore,he has shown himself to be untrustworthy as he does not tell the truth. Did he informed. You that I sent the request to him twice with no response.  
  
  When customers pay 14k+ for a job, we expect it to be done correctly.  They did not!
  
  On Mon, Jan 23, 2023, 7:46 AM ************************* <**********************************>wrote:

  Good morning,
  The location who serviced you is an independent contractor of Roto-Rooter. The general manager, *******************, and his team are responsible for handling customer service issues. We passed your email to their location when we first received it and asked that they handle. They responded to us stating ************************* reached out to you to discuss and you informed him their services were no longer needed. Should you wish to discuss this further or need anything else,please reach out to their office directly at ************.
  Kind Regards,
  *************************
  Senior Contractor Administrator
  Roto-Rooter ****************
  **********************************  

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