ComplaintsforRooter Town LLC

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/13/2023 I had Jordan ********** from Rooter Town at my house checking on a drain backup in my basement shower. After claiming the camera that was inserted discovered a break in the pipe, ****** claimed he had to rip the bad pipe up and install a new piece. The original quote was $10,000 and when discussing my options he claimed that the job would be completely covered by my home insurance minus the pipe cost. He even sat with me and proceeded to start a claim on the phone with my insurance for the job. When we got off the phone with insurance he proceeded to write up the contract for the job and quoted $10,000. The day they started working on the plumbing, ****** came to me and said the pipe in the basement needed to be replaced and that it would be $45,000 total. He reassured me that it would be covered by my insurance and that I would be completely reimbursed. So I signed the contract and paid the entire amount using credit, $35,000 of which ****** helped me aquire through ***** Fargo. Throughout the entire process ****** was supposedly in constant contact with my insurance as he said he would but when the work was done insurance said nothing would be covered and that I'd only get $5,000 for the claim. When questioned, my insurance company said there were no documenting photos of the work and damage that they requested which ****** claimed he would take care of. I have texts and written papers showing ****** was helping me on the insurance side but now that it's all done I'm still left in debt for $40,000. I can't even get new insurance because of this claim on my record I feel like ****** and Rooter Town really took advantage of me as my english is not so good. If ****** would have told the truth about insurance might not cover completely I would have definitely sought a second opinion. ****** was claiming to talk to his manager to seek some compensation but now they aren't communicating with me and I'm weighing my options up to and including a lawsuit.

  

  Business response

  04/08/2024

  We are sorry to hear that the insurance company denied coverage on this claim, as this goes against what they originally told us as well as our customer. We are always happy to assist our customers in their attempts to get coverage from their insurance companies, as our customer has stated here. Of course, we are not the insurance company and are not in charge of whether or not claims get covered. The insurance company representative was the one who originally stated there would be coverage for the customer, and the job proceeded with all parties assuming that this was accurate information, and there would indeed be coverage. While it is unfortunate that the insurance company is denying this claim, is it not the fault of our company. We believe this complaint should be directed at the insurance company, not our business. As previously stated, if there is anything we can do to assist in this process, we encourage our customer to reach out to us, and we will help out in any way we can! 

  Customer response

  04/08/2024

   
  Complaint: 21515200
  
  I am rejecting this response because:
  
  After speaking with the insurance company and going back to the beginning of all correspondence, the insurance company never made a claim that the job would be completely covered, only to open a claim to assess the possible coverage. That was a claim that only ****** was making to me with a contract on my table and a pen in my hand. I wouldnt agree to such a high cost project if ****** hadnt assured me that it would be completely covered. Throughout the process ****** promised he would take care of submitting all proper documents for insurance assessment, but it sounds like all my insurance company had submitted to them was a few pictures that ****************** Adjustor had sent after all the work was done. The insurance associate agrees that 100% coverage shouldve never been in the discussion, as that was not in my insurance policy. This was an outright lie and gross misrepresentation of services ****** and Rooter Town. This is not an insurance problem. This is fraud. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 27, 22024,It has taken me about four months to get my notes together and make a complaint about Rooter Town / ***** Fargo and the deceptive/ low-down business practice they are endorsing.I was taking a shower, and the water was not draining, once I got out of the shower, the toilet waste was coming into the shower. I panicked called Rooter Town **************, November 2023, to explain my situation. I was told a person would come and look into the problem. About 10:00 a.m. two persons (*** and ****) arrived, they wanted to take my toilet out, but chose to go outside, the north-end, as there was a clean-out on the side of my house; a snake was used in the clean-out but after twenty minutes, they said the cable kept getting stuck or was hitting something; and the end of cable was bending. A call was made to supervisor, as we were waiting, the plumber/technician? (***/****) had a laptop and scrolling through it, said you need to sign documents, as there is a waiting list for our service, he was going fast, and not enough time to read what details was in the documents and because I was in a panic, just signed without reading all pages of the documents. My fault!The field manager ****** *************) came down and ran a camera into one of the cleanouts, trying to show me what the problem was, which was confusing to me. After he took the camera out of the cleanout, ****** said the main sewer line is plugged and will need a proper clean out. He sprayed each section of my yard with green paint. He said the cost would be $6,000 I told him no, that I was on a fixed income and couldnt afford this amount. I said no a few times, eventually he brought the amount down to $4,500 and got on the laptop and made some type of arrangement with ***** Fargo. Making it sound like it was a good deal such as if you pay off in a year, there will be no interest. And if you chose 12.9% interest you have five years to pay. I was hesitant, about this transaction, but knew I had to agree on the terms, due to the fact there was a backup in my shower and toilet. So I agreed. My fault. Once I agreed to the terms, ****** called for a permit, this was about 4:00 p.m. and within a half-an hour the workers arrived, with a mini excavator, digging into ground and replacing 10 foot clay ***** at night. One of the workers ***** said he had broken the clay ***** and showed us the **** that had been broken. I was standing outside with a relative as we watched the workers replace plastic ****s in the ground. I have pictures. After the clay **** was replaced that night. ****** came down the next day and ran a camera down the grease-cleanout area and said there was another broken ****. I asked him why that broken **** was not fixed, while they were replacing the same **** on the same line. My question was ignored? As he wanted more money-that is $7,000. I asked if that is included with $4,500, he said no, I would have to pay $7,000 separate Of course I said no to his deal.So, what am I asking for, from Rooter Town? I want them to replace the broken **** that is on the same line they were working on. The broken **** was not touched, what they did was connect a new plastic **** with broken ****. Rooter Town wants $7,000 to fix that broken ****. I am asking for Rooter Town to fix that broken **** that was done by your workers. And I am asking for Rooter Town to pay ***** Fargo $4,500 for their part in deceptively -, fraudulent practices of lying and scamming customers to obtain a loan they cannot afford especially if they are seniors on a fixed income. And in my complaint I also had to call Rooter Town for a description of work performed as they did not provide such information; it would take a few months before the description was sent. Once I received the description of work performed. I read the part Work performed: Spot Repair on 4 inch sewer line in the front yard in order to install dual clean out up to 10 feet long up to 5 feet deep is deeply concerning, as the work was never performed in the front yard. On the same page CBL-170 described . . . Remove your toilet to access your branch drain and attempt to clear it with an electric snake. Evaluate your drain piping using a video inspection camera. Reset your toilet to ensure that it is leak free and operating properly Once again, the toilet was never removed. All work was performed outside, the north-end of my yard. The Description by Rooter Town was false and the work was never performed.My gut feeling was telling me not to go along with getting credit, which would penalize me for a hard-credit check, and it did, I had perfect credit but was penalized four points according to Equifax. The only reason I agreed to getting credit with ***** Fargo is because of the terms offered, zero interest for a year if $4,500 is paid off in a year, or another option was 12.9%s for five years. No prepaid penalty. But this is not a happy ending. Within two months ***** Fargo loan would be costly, they did not honor interest free if paid within a year, nor did they honor 12.9% for five years. Instead two months later I was billed an interest rate of *****%. I do not know about the predatory lending practices between Rooter Town and ***** Fargo, but someone needs to look into their deceptive practices, why Rooter Town is misleading customers in regards to financing with ***** Fargo. I have Description of Work from Rooter Town and ***** Fargo Cardholder Terms. Pictures Thank you *********************************

  

  Business response

  04/17/2024

  We take this kind of complaint very seriously, and our management team would love to get the chance to talk through this with our customer. At this time, we have reached out several times unsuccessfully. We can address these concerns at the customer's soonest convenience, and encourage them to call in to our office so that we can do so.

• Initial Complaint

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/15/2023, my main level toilet wasnt flushing, so I called Rooter Town. A scope was ran, it was cleared and I paid them $245. 11/1/2023, I call them back for the same problem. ********** does the scope, says he couldnt go further with the camera due to rotted cast iron pipe. Im quoted $7800 for 6ft of cast iron replacement at the base of my stairs in the basement. He says hed talk to his boss about getting the price down and then comes back to say they can do it for $6000. Since there was sewage water that was leaking in the closet in my basement, I mention calling my insurance. He says You have to be careful what you tell insurance. They come back 11/2/2023 to start the work, they break ground, and tell me that 13 more feet of pipe is rotted. First quoted me $5800, then down to $4800. 11/3 and 11/4 they excavate and install new PVC pipe, which I later found out was the incorrect pipe and couplings for underground use as determined by another plumbing company. Now Im told its ok to use my toilet, even though the ground is still open.Granddaughter goes to look at the work and they have connected the new pipe to more rotted pipe and stuck a glove and rock in the rotted pipe next to the coupling. 11/6/2023, my insurance adjuster comes and says we need to leave the house promptly because water mitigation is needed for the sewage water and mold. While in a hotel for three weeks as water mitigation works, Im bombarded with calls of them wanting to come and fill in the trench as is. I cannot let them fill this in as Im not home, and knowing they put us at a health risk with sewage water in the house, I cannot in good faith continue to work with them. 12/6/23, Bell plumbing finishes the job, removing all the pipe Rooter Town installed. I was charged a fraction of the price from Bell who also removed 6ft more of rotted pipe where Rooter Town had stopped. Incorrect and inadequate work (minus excavation),a horrible experience overall, and put our health at risk.

  

  Business response

  02/16/2024

  Unfortunately, this customer did have broken, rotted out pipe under their foundation. After starting on the work, which was done at a discounted rate, the customer unfortunately refused to allow our team members on the property to complete their work. Once the additional rotted pipe was found, we gave the customer options for further repairs at heavily discounted rates, and even offered to do the additional work for FREE once the customer expressed their concerns. The piping that had been installed was not yet completed, and when our team showed up to the property to complete their work, the customer would not allow us to do so. Thus, leaving the project incomplete. Even after this customer's continued refusal to have any kind of conversation with our management team, they have already received a billing adjustment for the portion of the project that was left incomplete. They received this billing adjustment prior to making this complaint.  

  Customer response

  02/21/2024

   
  Complaint: 21243684
  
  I am rejecting this response because:

  There are claims in Rooter Towns response that were not correct. In my initial complaint to the BBB, I not only provided a rough timeline of what transpired, but also pictures and the bill I paid to have the issue fixed. After the second billing for the additional work of $4800, I was told I could use the line. Thats when the next day we found that the line had a rock & glove connected to rotted pipe 6ft away from the original stack (photos included in the original claim). Secondly, they NEVER came back to the house. This is because my insurance company got us out of the house as water mitigation was there for 3 weeks. While in a hotel, there was no way for us to let them come back to the house as we could not come back until water mitigation was done. During the period of us being in the hotel, I continued to receive phone calls for quotes on additional work, outside of the $4800 to tie it into the stack. Since they hadnt finished the ORIGINAL additional work, there wasnt any way I was going to continue to shell out more money for their failure to be diligent the first several times they came to work on this issue. THEN thats when they wanted to do it for free. If there hadnt been overcharging or negligence in this process, there is no reason 6 additional feet would be free. On top of that, the second company DID do the extra 6ft, replaced Rooter Towns pipe and couplings (as Bell Plumbings invoice CLEARLY states they were NOT rated for underground use) and did all of that for almost a THIRD of Rooter Towns price. There is no way we received heavily discounted rates when the work from Bell was a FRACTION OF THE ****** Lastly, after disputing the financing with ***** Fargo, we DID NOT receive a billing adjustment. ********** told me to work it out with the company, and that I was still expected to pay $10800. 

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

  

  Business response

  03/13/2024

  here is the proof of $1,000 refund in the *********************** dispute. Thanks
  
    ***********************;
  General ************************************ ******

  Customer response

  03/17/2024

  First of all, if you look at the entire complaint, Mr. ********************** is not the company I signed a contract with.  It's Rooter Town.

  Have never talked with or accepted a $1000.00 credit for a bill that was over inflated by $10,800.

  The person I dealt with name is *****************. The company is Rooter Town. 

  This whole situation needs to be exposed for fraud.

  If you look at the initial complaint and pictures, it shows deception

   BonitaJones a *****

   

   

   

   

   

   

   

  Customer response

  03/27/2024

  I have not recieved any further communication  or offers from Rooter Town.

  I did send a response to the last response, which came from Mr. *********************** which I've never had any dealings with.

  They made a claim, that they would knock off $1000.00.  I never  agreed to such, and if anything, that amount is the benefit of the doubt for the fraud they are trying to commit against me.

  I'm in a pickle, here. Payment is due on the account and I don't have it.

  If they had done this work, it be another story.

  Why is Mr. ********************** billing me?

   

   

   

  

  Business response

  04/11/2024

  Our management team has attempted to contact this customer on numerous occasions to discuss their concerns. Our team has been met only with either blocked calls, or unrealistic demands followed by the customer's repeated refusal to have any kind of conversation about the matter. If there is to be any progress going forward, we encourage the customer to reach out to us and have a conversation with our team, as that is what we have tried to do from the beginning of this unfortunate situation. 

• Initial Complaint

  12/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In November of 2023, (***** ******) sought the services of Rooter Town when the drainage system malfunctioned. Despite an estimated cost of $7,800.00, which included excavation work anticipated to be covered by insurance, subsequent visits and additional charges raised concerns. The final cost of $15,800.00 has left us frustrated and seeking clarification. We have been unable to get invoices that provide the level of detail required.Specific Requests:1.Detailed Invoices: We request two detailed invoices specifying charges for excavation labor, patching labor, and the replacement of the pipe, with distinct line items for concrete removal and patching. It is imperative to segregate these costs, as our insurance provider requires itemization for coverage determination. The current lumped categorization of labor costs, encompassing both excavation and patching, complicates the process.2.Explanation for Two Visits and Invoices: Please provide a statement on the invoices clarifying the necessity for two separate invoices and visits. This information is vital for our insurance company to comprehensively understand the scope and progression of the work undertaken.3.Bedding Refund Clarification: A refund is sought for the "bedding" charge outlined in the invoices, totaling $1,500.00. Our calculations indicate that the required gravel for the job should cost significantly less. We kindly request an itemization of the bedding charge to clarify the inclusion of costs and determine what was for materials and what was for labor. Conclusion: Prompt attention to these requests is paramount. The insurance provider is prepared to pay only 40% of the costs due to the lack of clarity surrounding the charges.We anticipate your prompt response to this matter, and we are hopeful that we can resolve this issue without further escalation. Thank you for your attention to this matter.

  

  Business response

  01/19/2024

  We understand the importance of working with insurance companies to assist our customers with getting help covering costly repairs such as this. We are happy to facilitate these needs however we can, including building price breakdowns. We have been in contact with our customer's insurance company and built out the requested breakdowns to facilitate this coverage for our customer. If there are any additional needs or questions, we encourage our customer to reach out to us and we will be happy to help! 

  Customer response

  01/22/2024

   
  Complaint: 21047524
  
  I am rejecting this response because: We received a call on 1/3/2024 from the supervisor at Rooter Town asking for clarification on what we needed.  I asked for a revised invoice that clearly lays out the costs to access the pipes and explains the charges for the bedding.  We have not received copies of the revised invoices and have not received an explanation or refund for the bedding charges. 
  
  Sincerely,
  
  ***************************

  Customer response

  02/08/2024

  The complaint has been resolved at this time. Rooter Town did submit an invoice to our insurance company on 1/3/24.  ********************* did not process that invoice until the last week in January.  This issue is now resolved. Thank you for your time and attention to this matter. 

  Customer response

  02/08/2024

  Tell us why here...The complaint has been resolved at this time. Rooter Town did submit an invoice to our insurance company on 1/3/24.  ********************* did not process that invoice until the last week in January.  This issue is now resolved. Thank you for your time and attention to this matter. 

• Initial Complaint

  12/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Beware of Rooter Town. They will rip you off. They will pretend they cannot get through your sewer pipes with their rooter. It will seem like they are trying hard but its just a scam. Then they will send out another guy (watch out for ******, hes the one that ripped me off) They will charge an additional $295 to scope and locate the blockage. Then this guy will try and get through with his rooter and of course fail. Then what this guy did was tell me it would cost $6800 to dig up and replace 7 feet of pipe underground. After saying no many times they price magically went down to $4000. After they did all this work they still said it was blocked and it would be another $37,000 to dig up the street and replace the whole line. Of course that was the end of that. I had another company come out and clear the sewer line for $69. Took him like 15 minutes. This is all very true and theres a lot more to the story. Bottom line, from what my insurance company told me. NEVER use any company with the word Rooter in it and youll be fine. Youve been warned!

  Customer response

  12/05/2023

  A couple more detail I need to ad. Rooter Town is un licensed. I looked them up after the fact and their license expired some time ago and they never renewed it. Also, and this is huge because it could affect the resale value of my home, THEY NEVER PULLED PERMITS for this job. ****** said he was going to pull permits but did not. I looked it up. He also never told me what was going to happen throughout the repair. Most importantly they installed two clean out pipes at the end of my gravel driveway and told me I could drive over them. Which is impossible. Pics attached. They poured a little concrete around the clean outs, but another company told me that the repair had shifted underground and there is water pooling which will cause future problems. Then instead of replacing the repair with pea gravel to match my driveway, They just dumped a bunch gray road base in my driveway and left. I called Rooter Town and complained. They sent another guy out and hydro jetted the pipes. Although I didn't tell them I had already had the line cleared by another company. This has been an awful experience and unnecessarily expensive.   

  

  Business response

  01/24/2024

  The issues in this complaint are incredibly serious and are of highest priority for our management team to address. We want all of our customers to feel satisfied with the work we do, and if there is anything we can do to help solve objections or issues, we are always going to do so. Unfortunately, after several attempts reaching out to this customer, we have been unable to get ahold of him or get a response to any of our messages. Our position remains that we want to address this customer's complaints and resolve the issues at hand. We welcome our customer to reach out to us as soon as possible so that this can be done!

• Initial Complaint

  11/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have a full letter I would like to share because there is not enough space here. The summary is that we worked with a supposedly reputable company when we had a sewer emergency and their tactics became very fast moving, high pressure and I feel like they took advantage of a very difficult situation for us to enhance profit. Ultimately, once we had committed, the customer service became very poor and the project was not completed to code. We had to have our driveway cut up again for an appropriate repair. It was very difficult to get an apology and I want to make sure that others don't have this same experience. Hopefully there will be a way that I can share the letter I wrote but never sent because they never gave me an email address when I asked for one to submit my complaint. Thank you.

  

  Business response

  12/06/2023

  We have received this customer's complaint, reviewed it thoroughly, and, of course, would like to figure out a reasonable resolution to satisfy the customer's needs. We have reached out to the customer in attempt to do just that but have not heard back. **************** is our top priority, and we encourage our customer to reach out to us so that we can help!

  Customer response

  12/06/2023

  I called the company yesterday 12-5-23 at approximately 2:00 pm and was told that the manager I needed to speak to was in a meeting. I was told that he would call me back. I asked him to please leave a message if I missed the call and have not heard back as of 12-6-23 at 4:00 pm.

  

  Business response

  01/19/2024

  Our management team was able to reach out to the customer and have a very productive conversation about all aspects of the job. We take our customers' concerns very seriously and are thrilled to report that we were able to come to a solid resolution that both parties are happy with. As always, we encourage our customer to reach out to us if they ever have any needs in the future.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We contracted RooterTown to come and unclog a kitchen drain at our rental property on 10/13/23. They required the $95 payment upfront, which my son (who helps me manage the property) made on my behalf with his debit card. After arrival I spoke to the technician, ***********************, from RooterTown on the phone and he claimed he could not push through the drain. He stated that the line was completely clogged, and my only options were to either have the pipes replaced for "thousands of dollars", or pay for a $600 pressure jet procedure of the line. Not my first rodeo. I knew that the pressure jetting recommended could cause permanent damage to my lines if in fact there was a complete clog. I declined and opted to call another drain cleaner whom was known to us but not immediately available. The 2nd drain cleaner came out on 10/17/23 and was able to clear the line in standard fashion with a snake as we had expected the first fellow to do, thereby verifying what we had suspected all along, that RooterTown had tried to significantly overcharge us for a simple drain cleaning service.On 10/19/23 I called the company and talked to a man named ***, whom I was told was in charge. I discussed the problem and asked about receiving a refund of the $95 which we had paid. He advised me to send and email outlining my issue to ****************************************** which I did on the same day. I received no reply to my email request, and send a 2nd follow up email on 10/26/23 which also received no reply. Receipts from both visits and the email requests are attached.I would like to request a refund of $95 paid for no genuine services received. Please feel free to reach out to me if you need any further information or have any questions.Thank you

  

  Business response

  11/16/2023

  Here at Rooter Town, we want all of our customers to feel completely satisfied with any and all services we provide. Upon receipt of this complaint, we were happy to reach out to our customer and resolve their issues and make sure they were indeed satisfied. As always, if there are any concerns in the future, we encourage our customer to reach out to us! 

  Customer response

  11/24/2023

  Hello, I have not responded yet because, while the business offered to refund our money, the refund has not been made yet.  I will update if/when money is refunded.  Thank you.

  Customer response

  11/30/2023

  As of 11/30/2023, I still have not received a refund even though I was promised one over 2 weeks ago and was told it would take 3-5 business days.

  Customer response

  12/08/2023

  I wanted to let you know that the business finally refunded my money as requested after reopening the complaint.

   

  Thank you for your assistance in the matter.

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/7 I had one of Rooter Man's plumbers, ***, I believe was his name come out between noon and 2pm to look at a pipe I need for a new washer machine I purchased. It drained a little slowly so I wanted an assessment before connecting a washer to it. The plumber ran water through it from a water source which is one of the two spouts that would also connect to the washer. After we ran enough water to tell their was no leak he failed to turn of the valve all of the way so I was left with a slight drip which I was not told was going to be permanent. 5 days later, on Monday, the ceiling drywall had fallen in the night and there was a pool of water from 5 days of dripping and now the ceiling drywall, floor joist and newly finished wooden floor have damage, which apparently I have to fix myself. I called a second plumber form them who showed up and turned off the water source. I was not charged for either "assessment."

  Customer response

  10/11/2023

  The Business is actually called Rooter Town.  Its in ******, ** 80202.  I am reading their reviews and apparently they scam people all of the time.Please change the business to Rooter Town in ******, **.  Their phone number is ************.  Thank you.  Let me know if you need more info.

  

  Business response

  11/02/2023

  We have reached out to our customer and addressed his concerns. Anytime there is a mistake made by one of our technicians, we are willing to do whatever it takes to correct the issue. We have resolved the issue with our customer as desired and encourage our customer to reach out to us if there is anything else needed or if they have any plumbing issues in the future!

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called the company to snake my sewer drain with their ad for $95 special. They sent someone out. He snaked through a toilet in the basement next to the drain room instead the bathroom I asked to try. He snaked it for about 20 minutes. He communicated with me that he was hitting something that was bending the end of the snake. He wanted to use a camera or have his manager come tomorrow to use the camera. My husband talked to him that he needed to finish the job since is charging us an additional $145 to put toilet back together and nothing is fixed. To use the camera would be an additional $150. I said no. We have a friend that has a plumbing company. This company appeared to be drumming up charges with doing anything.

  

  Business response

  10/05/2023

  Our management team was happy to reach out to this customer and resolve their concerns. We understand plumbing issues are never fun to deal with and always a hassle. As always, customer service is our top priority. We want to take care of all our customers' issues as quickly and efficiently as possible. We encourage any customer to reach out to us for any concerns that they may have in the future! 

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  8/4 - 8/10/22. Rooter service for plugged sewer, clean outs installed in front yard, sewer line liner installed and inspected. Bathroom toilet removed for rooter service and replaced with new toilet ring. Subsequent inspection of completed project through same toilet used for the rooter service without new toilet ring. Project billed for $19,145. Toilet base is leaking, and Rooter Town is requiring $170 to reset the toilet with a new ring, claiming that this is not warranted by the project. I refuse to pay for shoddy work that was done under warranty.

  

  Business response

  07/26/2023

  We have reached out to this customer and thoroughly addressed their concerns. It is our priority to complete work that our customers are satisfied with. Management has resolved this issue with our customer and encourages them to call in if they ever need anything in the future! 

  Customer response

  08/11/2023

  I am replying to the Rooter Town response to my complaint with more details about the agreed settlement. I was contacted by telephone by a Rooter Town representative who identified as "General Manager." Apologies were offered for the treatment I received from the "technician." I was told that the leaking toilet was indeed under warranty, and that it should have been repaired without any additional charges. I took the technician's word that his orders were to charge for the repair, and I refused the $170.00 repair charge, so the technician left without doing the repair. I proceeded to do the repair myself the next day and wrote the complaint. The "general Manager" offered to compensate me for the doing the repair myself. This agreement was made on 7/25/23 and has not been completed as of 8/11/23. I consider the case open until the agreed compensation has been fulfilled.

  

  Business response

  08/30/2023

  I talked to this customer previously and did indeed authorize a refund for him and still stand by that decision. It appears as though there was some kind of mishap in my accounting department pushing that refund out to him. I have reached out to this customer personally this afternoon to personally touch base with him, but unfortunately got his voicemail. I did leave him a voicemail letting him know that I do still stand by the decision to issue the refund and that we will be getting it out to him asap. If there is any other info you need from me or any kind of response I need to fill out for you guys at the BBB please let know and as always, I will be happy to help!
  
    ***********************;
  General ************************************ ******

  Customer response

  09/08/2023

  BBB has sent me 2 letters with 7-day expiration for a response, and both arrived after the response deadline. Here, now, it has been 2 months since I received the offer to compensate me for my out-of-pocket expenses and labor for repairing the sloppy jobs done by Rooter Town technicians. I received both messages from the manager, and responded to the first one. He apologized both times for the poor work and the second time for the delayed compensation. I am loosing patience with Rooter Town, and am ready to reveal the full extent of damage to my bathroom floor caused by the leaking toilet seal. I think I have been very generous in accepting the offered compensation to close this complaint, which is considerably less than the real cost of the damage done by a leaking toilet seal for nearly a full year. I will not agree to closing this complaint until the agreed compensation is received, and this is what I messaged the manager in response to his second message.

  

  Business response

  09/15/2023

  Attached is the refund information which includes the check number, the address it was sent to, and the date the check was sent. If the check has not arrived to our customer yet, it should be arriving very soon as it was sent out over two weeks ago.

  Customer response

  09/19/2023

  My Bank cashed the check with my name misspelled. It took 2 signatures and picture ID to validate payment. I now consider the complaint closed. 

  ***************************, 09/19/2023.

   

  Customer response

  09/29/2023

  My response to the BBB in my last communication indicated that I accepted satisfactory closure of the complaint after my bank cashed the check with my name misspelled on it. This response appears on the list of communications for this complaint. Please note that I NOW CONSIDER THIS COMPLAINT SATISFACTORILY CLOSED!

*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. ↩