Roto-Rooter Plumbing & Drain Service

Reviews 3

MA

Matthew Sandness

*Update* posted 7-10-17 Almost immediately after posting this review, I received two separate calls from representatives at Roto-Rooter who were both equally disappointed at the poor service I received. One addressed the scheduling snafu and issued an apology and discount off future service. The other explained that the tech had incorrectly charged for diagnosis and this was not company policy. He offered a full refund for the charges I had incurred, and was extremely apologetic. I dont believe Ive ever had a company respond so quickly and completely in response to a negative review, but it was refreshing. Ive updated my star rating from 1 to 5. Poor employees slip through the cracks sometimes, but Roto-Rooter obviously places a priority on customer satisfaction and it shows! *Original Review* posted 7-7-17 When I woke up to a backed up sewer line, I called a few places and Roto-Rooter promised to get a tech out between 8:30 and 10:30am - which was the earliest out of any company I called. Unfortunately, I didnt even receive a call from the technician until 11:15am and it was another 20 min wait for him to arrive. Once he was onsite, I described the problem and pointed him in the direction of the exterior cleanout pipe. He popped the cap, some waste water came out, and he immediately said hed have to snake the line and it would cost $354 to do so. Seems a bit much, but we needed it done and I wasnt going to shop around and wait for someone else to arrive. He also tried to upsell me on an camera inspection which, for whatever reason, would have to be scheduled for another day. Before he got his equipment, he unscrewed a cap to an inspection pipe closer to the road and after looking inside, told me the city would have to come service the line, as the clog was further up the pipe which was part of city property. He replaced this cap with a new one, as he broke the existing one during removal, and told me that the total charge for his diagnosis and parts was $211.00!!! What happened to the "free estimate"? Conveniently this was written up as a labor charge on the receipt. Overall time of work put in was approximately 10 minutes, and that included writing up the receipt. He also tried to get me to call the company back out to do a camera inspection after the city cleared the issue. I wont be calling Roto-rooter again. They were not upfront about the fact that there would be a huge diagnosis charge and they were not on-time with their scheduling. They try to upsell services and the tech wasnt exactly fluent in English. Not impressed.

LI

Lindsay Louya

So many weird things. First, I called to get them to come out and fix our problem. Our downstairs toilet in our split level home was flooding when we would use ANY water. If we tried to shower or flush a different toilet, water would POUR out of the downstairs toilet and flood the room. When I first called, they told me when the plumber would come and told me about a "separate company" that would do a clean up and was optional and they would call me AFTER the plumber showed. This service, instead, showed up at my house...no call or anything, at 3:15 (our plumber was supposed to come out at 6:30). After that complete confusion, we didnt want anything cleaned til the problem was fixed, Roto called and said the plumbers were running "extremely late" so we reschedule for their suggested window the next day; 12-4. They called the next day at 2 pm and told me we were next on the list and the plumber would be there soon. At 4, I called them. The man on the phone said he doesnt know why they would tell me I was next and didnt know about the 2 pm phone call at all. By 6:30, I spoke to a DIFFERENT guy, and he said they could come out at any time of the night if I wanted to be left on the schedule, and I did, as I could not use any water in my home at all. I got a call within 5 minutes after speaking with this man, from a woman who said they did not have a plumber for me at all that night. I was shocked and explained to her I had JUST talked to a man that said they dont have an "end time" and can come out in the middle of the night if it was ok with me, she said that was true. Our plumber eventually showed up at 8:30. Stan the Russian plumber was amazing and is the only thing saving me from giving this a one star review. He knew exactly what to take care of and went straight to work. It was obvious he loves his job and we could trust that he would get the job done expeditiously. Roto was full of random phone calls, each contradicting the last. They were obviously disorganized and took no notes on my file each time I spoke with a representative. It was frustrating and annoying that I had to fill THEM in on the phone calls I had with every representative for two full days. They need to be more organized, take notes for their files, and communicate better.

FR

Fred Smith

We recently moved into a "new" house - an older home that had (in theory) been renovated from top to bottom. Much to our surprise, two weeks after moving in our toilets and drains starting bubbling up. We called Roto-Rooter and they came out within two hours of our placing the call. Stan, the technician who arrived to help, diagnosed the problem within thirty minutes. It was a serious problem, and he let me know right away that the problem had the potential to be expensive to fix. One thing I would stress about my interactions with Stan (and, later Vasiliy and Dmitri) is that great pains were taken to keep me informed at every step of the process. They never did any work without first telling me exactly what they were doing and why, and they always let me know about the cost before they proceeded with any work. Moreover they were incredibly respectful of our property. At one point Stand had the option of doing an additional test to confirm his diagnosis of the problem, but that additional test involved using a piece of equipment that might have caused some damage to our wallpaper. I decided to skip the test because we love the wallpaper (and I didnt have any doubt about Stans diagnosis of the problem anyway). We ended up needing our sewer line replaced all the way out to the street, and it required digging up our yard and taking apart part of our walkway. The guys who worked on this project - Vasiliy and Dmitri - worked through the pouring rain until sundown each day. They made sure to damage our yard and walkway as little as possible, and they did a great job of putting the yard back into the best shape possible under the circumstances. I dont really know if the job was "expensive" or not. I supposed you could find people who would do this work for less. However, given the honesty and integrity of Stan and his crew, their willingness to work well into the evening, the speed at which they worked, and the quality of the work they did, Id absolutely call them again in a minute. I hope to never have to call about a job of this size, but if I have any plumbing issues in the future Ill be calling and asking for Stan and his crew.

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