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Regarding: Mr. Rooter, 51162 Milano Dr. Macomb, MI
I am requesting a refund of Service Charge $69 and Credit Card fee $18.10 totaling $87.10, from the total bill on 7/24/23 of $621.75, invoice #[protected].
I received services from Mr. Rooter five previous times (invoice #s 394957, 407011, 437090, 444343, 456924). A credit card was used. I was told each time of a service charge, which would be taken off if the job was done, but if the service tech came and the job wasn’t done, I would have to pay the service charge. I never received a service charge or credit card fee on any of those service calls.
On 7/24/23, customer service rep (Amber?) said there was a $69 service charge to come out and explained that if the job was not done, the $69 would be charged. After arrival, service tech Mike U. said $621.75 was the cost and was given a credit card. I did not know $87.10 in extra fees were tacked on to my bill until the invoice was emailed afterwards. Neither Mike U. or the customer service rep told me there would be a service charge regardless of whether the job was done or not and did not inform me of a credit card usage fee, otherwise a check could have been written.
When asked about these fees during the week of 7/24/23, customer service rep Olivia, said Mike U. should have informed me of the credit card fee, apologized for his oversight and said she would have to ask Alyssa the manager about reimbursing the $87.10. A few days later, Alyssa said $18.10 could be reimbursed but not the $69. When asked, Alyssa acknowledged she did not see a service charge on any of my invoices then said, “It’s up to the tech (Mike U.) to take it off. She then asked her superior, Tony, about waiving the $87.10 and he/she said I would have to forfeit a $50 discount from a coupon I had, which I found unacceptable. The discount had nothing to do with the fees.
Desired outcome: I would like a refund of $87.10.
