Roto-Rooter Plumbing & Drain Services

Reviews 4

JA

James Whitehead

I have always found that the service and repair work by Roto Rooter to be top notch. I called them out recently for an ongoing issue I have been having with a sewage ejector pump in my basement bathroom. They replaced the pump in April and serviced it in June when the check valve became clogged. Recently I began having problems with the pump not pushing water up into the main sewer line, so I called them back out. With time and a thorough inspection, the technician was able to get the pump cleared and functioning once more. The technician was professional, courteous, and explained everything. This I very much appreciate. What I encountered with this particular service call that I have not dealt with before and was very much disappointed in was the process of scheduling and confirming a service call. My first service call was scheduled at 7pm-9pm Wednesday night. I was called that night at 8:30pm and was told that no tech was available, and I could be scheduled for the next day. I requested a service call for Thursday from 7pm-9pm again. At 8:30pm Thursday night, I had not heard from the dispatcher, so I called Roto Rooter and was told that no tech was available until at least 11pm. I cancelled this appointment as I have young children in school and I also had to work on Friday. I rescheduled again for Saturday morning, 8-11am. I was told that I would have a priority appointment. On Saturday morning, I had not heard from the dispatcher by 10:30am, and I once again called to check the status of my appointment. I was told no techs were available and I would be contacted as soon as someone would be available. At approximately 2:30 that afternoon, I had a missed call from Roto Rooter on my phone. When I called back, I was told that no one had called me, but the dispatcher asked to confirm my appointment for 7pm Saturday night. I explained to her that my call was supposed to be for 8-11am that morning, not that evening. She told me someone would get back to me as soon as they could. Finally, at around 3:30pm, 3 days and many hours after my "priority" appointment was supposed to take place, a technician arrived at my home. I believe either the priority appointment is not a real thing or was otherise not scheduled properly by the dispatcher I spoke to when I scheduled it Thursday night. I understand the nature of emergency calls, and I told each dispatcher that my problem was not an emergency (no flooding, no major inconvenience to me), but I made it clear that I was unhappy with the scheduling process. I know this is not a tech problem either as they are probably working as fast as they can, and some jobs take longer than others. I believe the issue lies in the dispatchers who overbook or at the very least over-promise appointments. This is very frustrating as a customer, especially a repeat customer who is accustomed to better service. I would definitely give 4-5 stars for the plumbing service and technicians, but I would score 1 star for the dispatch team due to their lack of organization, inability to properly schedule a service call, and general inconvenience of having to reschedule multiple times.

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TY

Ty Tolbert

I personally cannot stand when people waste my time; however, I am still a pretty tolerant person who understands the complexities of running a business. With that being said though I find myself completely frustrated after my last encounter with Roto-Rooter. I noticed a small leak in my ceiling so I scheduled an appointment with Roto-Rooter to come out in 2 days time on a Friday. I moved my schedule around so I could work from home that day only to find that no one showed up during the 3 hr block of time they gave me. I called Roto-Rooter to find out what happened and they could not find a record of my appointment. They apologized and said they would send someone out that evening. Sure enough they once again did not show during the 2 hr block they gave me but at least they called 30 meetings later to say they were running very behind (i.e. we wont make it to your house today). Shame on me for being understanding and attempting to schedule a 3rd visit. This time the plumber (Alex) showed up 2 hours late with no phone call. I wasnt able to rearrange my schedule so my wife (and my 3 kids including a newborn) had been waiting for a total of 5 hours for them to show up. Once they finally got to my house they proceeded to make a huge mess while cutting a bigger hole in my ceiling only to say they "think" the issue is was either with the wax ring in my toilet or some other part. He quoted my wife $300 and my wife commented that it seemed a little expensive if it only turned out to be a new wax ring. He refused to actually look at the toilet to find out what was the real problem. Now some people lack social manners and Alex is definitely one of those people. He was very condescending and rude when speaking to my wife. When my wife told him we were not going to have him fix it (because of the price) he left without even cleaning the mess he made within the house. I called his manager, Joel, to file a complaint and ask for my $69 diagnostic fee back after my horrible experience and the fact that he didnt truly figure out what was the problem. Joel "apologized" but quickly started defending everything that Alex had done and basically refusing to refund the $69. Like a said earlier, I usually a pretty tolerant person but enough is enough. This is the last time I will ever use Roto-Rooter.

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DA

David Boland

I dont often write reviews but my service from Roto-Rooter was outstanding. On Monday night I came home to a drip coming from a ceiling in my kitchen. I searched for plumbers in the area and Roto-Rooter was first so I called. They told me they would have somebody out within 2 hours and would call when the plumber was 30 minutes away. Pacino, my plumber, arrived within 70 minutes. He was friendly and went right to work diagnosing the problem which was due to a bad hose and an old toilet that no longer flushed properly. We went to Home Depot where he told me about the differences between the models on the floor and helped me find a good replacement. Unfortunately for me their was extensive drywall and floor damage so Pacino contacted their removal and mitigation person (I had no idea they did this) Brad who was at my place soon after we got back with the toilet. While Brad tested for moisture and took pictures Pacino carefully removed the old toilet and installed the new one, even taking out and re-assembling one of those shelves that wraps around the base of the stand. He had me check it out and it works great, so he cleaned up all of the mess and disposed of the old toilet. Having had poor experiences with plumbers in the past, I wanted to express my satisfaction with their prompt, knowledgeable service. Keep up the good work, Roto-Rooter!

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RI

Richard Fink

I had a problem with two toilets not flushing properly. I called roto-rooter. They sent out a gentleman named Brian Davis ( #3131 ? ). He came in, heard my story, thought a little, then went to his truck. He came back with an auger and used it on both toilets. It appeared that neither had any major blockage but were still very slow and intermittent in fully flushing. He then tried another method to test whether or not it was actually the toilets themselves that were just too old and were no longer operating as designed ( sorry I can"t give away his methodology without diminishing his individual prowess ). It worked perfectly to prove exactly what he thought; it was the toilets that were now deficient and not a blockage. When he was done he also realized that the original senior citizen discount he had quoted me was too low compared to the amount of time and work involved. Thus he lowered the charge for his services rendered even more. On top of all this Brian was extremely friendly and easy going putting me quite at ease. I would use and recommend Roto-Rooter generally and Brian Davis specifically any time in the future if and when I unfortunately had any other plumbing problems. Richard Fink

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