Complaints

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In late **** I called Duck Duck rooter to assist with a plumbing issue where hot water wasn’t coming our of my shower. Their tech arrived around *****PM that day and after banging and sawing in my shower for what felt like *** hours said that he was going to have to leave the water off in the house till whenever he could return (overnight). I immediately asked that he call his supervisor or whomever since there was no way I could have the water off in my house for my daughter and I. He eventually turns the water back on. He gave me his service order, I paid him and he said to call the office to schedule him to come back out and finish. At this point there is a hole in my shower with pipes exposed. What started off as a call for hot water not working in a shower now was a shower was totally inoperable. I DuckDuck rooter that evening and say don’t send that tech back to my house. The techs name was ****** They sent another tech back to my house to correct the issue which was communicated to be at no charge. Now fast forward * years later I’m getting a collections notice on my credit report from Nexium Group on behalf of Duck Duck Rooter that has dropped my credit significantly (*** points) for a balance of $**** The same $*** I originally paid the first tech to which the 2nd tech came out and said there would be no charge for that 2nd visit given the situation. I paid DuckDuck rooter $*** to settle the issue on ******. Now on Ap*** **** **** they are again sending me a past due invoice (from ****) for $*** telling me I must pay it

  

  Business response

  04/01/2024

  Hello, 

  Good speaking with you earlier. As discussed, you original service took place **********. You did give the technician a card onsite. When it was turned into the office the card did not go through. We made *** attempts to reach out to you by mail, email and phone and received no response back which resulted in your account being sent to collections on ******* *** MONTHS after trying to collect payment). So yes, after no responses we did have to push the account off to further collections which resulted in your credit decreasing. Collections is our last resort as we do not like having to go this route to collect.  Our system transfer that took place a couple of months ago pushed the paid invoice through wrong. I have already had this adjusted and fixed so the issue does not reoccur. (Please see attached statement.) I have marked the account so that no one can take any additional phone calls from you per your request and no one else will reach out any longer. Thank you for your time. 

  Customer response

  04/01/2024

  In addition to my original complaint DuckDuck rooter has called me stating verbally that the error was on their part but I still have not received any written confirmation of the account being cleared. The rep also sternly proceeded to tell me that even though I provided their original technician my credit card, who called it in over the phone for payment (after leaving a hole in my wall and the problem still not fixed) it was my fault for the original payment not being ran by the tech and I should have realized it wasn't charged and call them to charge me. My shower was left worse after they arrived than before. The technician even said he would have to leave my water off overnight. Another tech had to come out and repair the plumbing but the drywall was not repaired.

  I received no invoices from DuckDuck rooter until **** when $*** showed up on my credit report. I immediately called in and made the payment. Now fast forward in **** I'm again being told I owe them $***. I was even advised to go ahead and pay it and not waste time, but right is right and wrong is wrong. I already paid this vendor and if I hadn't saved the documentation from last year, I would have been forced into the same collections problem. How many other consumers does this happen with that may just go ahead and pay extra so the problem goes away or those do lose their proof of payment and are forced into paying. 

   

*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. ↩