ComplaintsforApollo Drain & Rooter Service, Inc.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jan 6, we hired Apollo to replace our water heater, due to water not heating up. They told us that we needed to hire an electrician first for a wiring update before they could install the heater. We hired an electrician that they recommended. After a few hours of installation, our heater/hvac stopped producing heat. Called them but they were now closed until Monday. We left them a voice-mail to call us back. Jan 16th, they rescheduled for someone to come back to inspect their work. Their guys came at 5pm, left at 5:05, saying that it was a filter issue and that they don't do that type of work, when before, it wasn't a filter issue. We fixed our filters, but still cold air was coming in and no heat. We called them again, and said they were busy until next week. Came again, the week after, saying it was the electrician who messed the wiring and that they couldn't do anything. Called the electrician company that they recommended, came in the next day, and said it wasn't them, but it was the other guys. Showed us what they had to do and had fixed it. Electrician charged us $900 for inspection that Apollo had broke. Called them on Jan 30th, to let them know of the issue, and *******, their dispatcher/scheduler, told us that their manager, ******* would call us by Thursday to get this fixed. It is now, Tuesday, a week later, and they still have not reached out, called, emailed or texted about the on going issue. They have charged us $6000, which is fully paid, and still charging us for the 3 guys that came in without fixing the issue.

  

  Business response

  02/16/2024

  Thank you for bringing your concerns to our attention regarding the recent service provided by Apollo. We sincerely apologize for any inconvenience or frustration you have experienced throughout this process.
  

  Upon reviewing your account and the details provided, it appears that there may have been a misunderstanding regarding the source of the issue with your water heater and **** system. We want to clarify that Apollo specializes in Plumbing and ****, we do not perform electrical work. This is why we, as you will see in the first invoice below, advised the customer to hire an electrician to redo the electrical work in order for the water heater to be installed.
  

  It is regrettable to hear about the **** complications you encountered following the initial installation. As we did not do the electrical work, other than to connect the water heater to the updated electrical that the electrician provided, this issue did not fall under a recall issue for the water heater. We were happy to get our **** technician out there to run diagnostics though.
  

  Upon **************'s arrival he found a lack of proper power to the **** unit. Again as we did not do any of the electrical work that was needed prior to the water heater installation we advised that they call the electrician that they used to have them rectify the voltage issue. Please see the second invoice below for our finding.
  

  We acknowledge the importance of effective communication and timely resolution of concerns. Rest assured, we are taking your feedback seriously and will be investigating the matter further to prevent similar occurrences in the future. We are committed to addressing your concerns promptly and finding a satisfactory resolution to the ongoing issue of the **** system. Our manager has reached out to offer additional service but the customer has refused **********************.
  

  Due to the nature of the complaint we can not offer a refund to the water heater installation as the issues that occurred after installation, with the heating system electrical, were not directly related to our work. As we have said directly to the customer, we are happy to get an **** technician out to help determine the problem free of charge.
  

  Please know that your satisfaction is of the utmost importance to us, and we are dedicated to resolving this matter to your full satisfaction and hope that you are open to us assisting you with your **** issues.
  Once again, we apologize for any inconvenience this situation has caused and appreciate your patience and understanding.

  Customer response

  02/16/2024

   
  Complaint: 21254482
  
  I am rejecting this response because:

  
  Complaint: 21254482
  
  I am rejecting this response because:
  When we brought the electrician again, after Apollo that we had to get an electrician in they found that it was not that issue, which we paid for 900$ for somethi g we didnt need to do.

  We let apollo know that electrician didnt have an issue, so they sent anoyher **** out. When tech came out at 5pm, he then left 5 min saying he is not going to do anymore work today.

  After letting apollo know of this, Apollo sent another technician. ****** was emailed a quote for service and never received any follow up. ****** reached out and spoke with schedulers who said they would call back. Two days later ****** reached out again with ****** and we spoke with *******. She promised the manager would reach out shortly. ****** followed up again since we had not heard back from anyone. 

  *** reached out to ****** and he reviewed his concerns about the recent service and follow up. We talked about the issue with electric and now a different reason for Ac not working. *** did mention that the thermostat would most likely not need to be changed. When ****** asked about the fees for electric inspection, *** said he would call back. 

  We did not hear back so regine reached out again. ******** reached out and we reexplained our situation. ******** said he would call back when he talks with ***. 

  ****** gets a call from a technician at the house asking if we want to pay for fridgerant. He let the technician that we never approved service and we were still waiting for a call back from a manager. He stated he would let his manager know and we should hear back shortly. He also said we were not going to be charged for the inspection.

  We have had very little follow up or follow through. It seems appollo misdiagnosed the initial issue (which they recommended this electrician) but wasn't needed. We then let Apollo know that we were charged $900 for an electrician to inspect our home. Apollo's solution was they would waive an inspection fee next time. 

   

   

  However, one tech said it was a refrigerant issue, but another tech said it was something else. They told us that we wouldn't be charged for them coming out to inspect but now getting 

  charged again. 
  When we talked to ***, their tech, and *******, both from Apollo, they both said a manager would call us to rectify the initial misdiagnosed yo semd the electrician out the 2nd time, and still no reply after another week out. 
  Sincerely,
  
  *************************
  
  Sincerely,
  
  *************************

  

  Business response

  02/28/2024

  Thank you for bringing your concerns to our attention again. We apologize for the confusion and inconvenience you have experienced regarding the recent service visits.

  
  We spoke to ****** on 2/22/2024, at this time we reached an agreement to address the situation. We will be covering the cost of the second visit you had from the electrician by issuing you a refund, as you had already paid the electrician directly. However, we will deduct the cost of the refrigerant used for the **** recharge during the **** service on 2/27/2024 from that $900 refund before issuing the refund.

  
  Even though the **** issue was not related to the work we performed on the Water Heater we wanted to make sure you and your tenant were taken care of!
  
  We sincerely apologize for the delay in communication and follow-up. Please know that we did not intend to invoice you for the **** service on 2/27/2024, that was simply a system error where the invoice hit the account before the account credit did. Please disregard and do not pay the invoice sent. A refund containing the difference of the credit will be issued shortly.

  
  Again we apologies for the clerical error! And please know we will indeed be honoring our agreement that we reached with ****** over the phone on 2/22/2027 to get the problem sorted.
  If you have any further questions or concerns, please don't hesitate to contact us directly.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had apollo come out 3 times to fix a toilet. The first time they replaced the outside hardware and charged me over 500 and claimed it was fixed. After they left, it was leaking again. 2nd time out, they said it was fine. 3rd time out to my house, they said it was another part inside the tank. They replaced it and charged me over 500 again. A couple hours after they left, I noticed it was still leaking. I called to talk to a manager with no callback from them. I called again a few days later. Still no callback. Over ******* and still no solution. I need a refund so I can properly get this fixed.

  Customer response

  02/16/2024

  Company refunded me in full

  

  Business response

  02/16/2024

  Thank you for reaching out to us regarding the issues you have experienced with your toilet repairs. We sincerely apologize for any inconvenience and frustration this situation has caused you.
  

  Upon reviewing your account and the details provided, it appears that despite our best efforts to resolve the issue with your toilet through multiple visits, the problem persisted. We understand how frustrating this must have been for you, especially considering the costs incurred without a satisfactory resolution.
  

  We want to clarify that our initial recommendation to replace the entire toilet was based on the age and condition of the toilet, and that simply doing repairs may not hold up well. It is clear that these repairs did not fully address the underlying issue and did not hold up, and for that, we apologize.
  

  In light of the repeated attempts to resolve the problem and your continued dissatisfaction, we have issued a full refund for the services provided.
  

  We value your feedback and appreciate the opportunity to make this right for you. Our goal is always to ensure the highest level of satisfaction for our customers, and we regret falling short of that in this instance.
  

  Once again, we apologize for the inconvenience and appreciate your understanding.

  Customer response

  02/17/2024

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

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid Apollo Plumbing $1,882.56 to replace a broken shower drain pipe at the ceiling of our garage on 10/13/23. Apollo replaced the drain pipe on 10/13/23 and the newly replaced shower drain pipe leaked again on 10/14/23, which required ServPro water remediation to come out again. Apollo plumbing came back out to our house on 10/16/23 to fix the failed, leaky shower drain that Apollo installed on 10/13/23, but instead of fixing/replacing the newly installed leaky shower drain pipe, Apollo Plumbing tied the newly installed leaky shower drain pipe to our garage ceiling framing (see photos after the repair performed by Apollo plumbing on 10/16/23 below). I would like a full refund. I have already contracted a different plumber to redo/replace the entire failed shower drain pipe that Apollo Plumbing installed. I no longer have any confidence in Apollo Plumbing. I have videos of the new shower drain pipe actively leaking after Apollo Plumbing installed the new pipe, which Im unable to upload below.

  

  Business response

  11/17/2023

  We sincerely apologize for the inconvenience you've experienced, and we appreciate your feedback. We take all customer concerns seriously, and we regret that your experience with Apollo did not meet your expectations.
  
  Upon reviewing your case, we understand the frustration caused by the initial issue and subsequent complications. We want to assure you that delivering high-quality service is our top priority, and we regret any inconvenience you may have faced.
  
  Our team investigated the matter thoroughly, and it appears that there was an unexpected secondary issue with the shower drain replacement. The secondary issue occurred do to insufficient or failed support for the drain line. This created the pipe to partially separate from the drain which then created the leak. On October 16, 2023, our technicians revisited your property to rectify the situation that occurred after the new trap was installed. He installed the proper support/bracing for the drain line to rest on and secured it in place using approved material. In an effort to ensure you had no further issues he was, perhaps, overzealous in regards to securing the line, this is what give the appearance of messy workmanship. However we can assure you that an inspector would pass this with no issues as it does follow plumbing code, our plumber was simply trying to make sure it did not happen again. Please see reference pages from the ****** plumbing code book that refer to proper supports and hangers. 
  
  Customer satisfaction is of utmost importance, and we understand but are sorry to hear that you've sought the services of another plumber to address the situation. We sincerely apologize for the inconvenience this has caused you but we assure you that the pipe is following all code and with these sports in place should not leak again. If for any reason another issue was to occur we would be more than able to assist.
  
  Once again, we apologize for any inconvenience and appreciate your understanding. 

• Initial Complaint

  04/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I received three bids to repair the sewer lines in my front yard. The bid from Apollo was the lowest. I wanted to make sure the bid from Apollo covered the same scope of work as the other two so I had the Apollo representative look at all three bids and I asked him if they all covered the same scope of work and he responded "yes". They came to the property and did about less than a fourth of the job and charged me the entire amount of the bid and then gave me a bid of approximately $6,000 to finish - making them much more expensive than the other two bids received.I am going with another business to finish the project and they estimated that the work Apollo did was worth no more than $2,000 and let me know I was grossly overcharged.Apollo lied to my face about the scope of work and grossly overcharged me for what they did.

  

  Business response

  06/08/2023

  The estimate from Roto-Rooter was to "excavate down up 3/4" and make a trench of up to 10'. Expose sewer line. Install new two-way cleanout and make up to 9' spot repair with new plastic pipe to solve possible offsets."

  The estimate from ************ was to "excavate the front yard and repair/replace the sewer line. We are bidding to replace sanitary sewer from cast iron transition to curb... Depth not to exceed 5' deep..."

  Our estimate was to "dig a trench 5' long 2' wide and up to 3' deep to expose and remove up to 5' section of compromised piping. Install a new 4" abs cleanout to bring mainline up to code. Install a new 5' section of 4" abs pipe with approved transition couplings. Video inspect up to 100' up and down line to verify condition of line to main. This is an exploratory dig, if any additional work needs to be done a change order will need to be signed before work can continue."

  I cannot address the conversation between the customer and our ********************** professional, as I was not there. And enough time has passed that the service professional cannot clearly recall a specific conversation with the customer. 

  You'll notice that neither of the other 2 companies included a provision to camera the remainder of the line. They only address the known compromises section of line. Once we exposed the compromised section and were able to get a camera down the remainder of the line, we found additional problems.

  So the bids were essentially the same - all three companies were estimating for a spot repair. We have no way of knowing if the other 2 companies would have camera'd the remaining line and found the additional issues. They didn't put it in their bid, so there's no way to know. 

  The additional bid was for the additional problems we found once we exposed the line and were able to camera the remainder of the line. 

  As to the customer's assertion, "They came to the property and did about less than a fourth of the job and charged me the entire amount of the bid...", here's what our invoice says: Apollo arrived on site and dug down 3ft deep and 5ft long to replace up to 5ft of compromised sewer line and install a new cleanout access. We scoped the line once the cleanout was installed and reported findings to **** who reviewed and provided an estimate for additional repair. Backfilled with native material leaving a nice round mound for natural settling. Cleaned up job site." I don't know how we could have done only 1/4 of the work. That would have mean digging only 1/4 of the trench (about 1' to 1'6") and then only replacing 1/4 of the pipe (again, about 1' to 1'6").

  Customer response

  06/08/2023

   
  Complaint: 19977163
  
  I am rejecting this response because: *********** representative lied to my face saying the bids were the same.  They proceeded to do about a 4th of the project.  They refused to share scope information with the company that completed the project.  They took my money but did not fix the sewer lines or make any repairs as the representative said they would.  Then they tried to get more money out of me.  *********** told me I was overcharged for the work they actually completed. The Apollo representative was just trying to trick an old disabled women out of her precious resources.  

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

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