Roto-Rooter Group

Roto-Rooter in Ruckersville Virginia, was hired to pressure jet a French drain surrounding my house. This tool was recommended by the company over the phone.

The equipment could not execute the job. Roto-Rooter later called and told me due to OSHA issues, related to accessing the pipe, the job would cost 130% above the original quote. OSHA regulations were ignored and violated during the initial visit. In a written follow up to the failed service call, it was explained that the jetting nozzle could not negotiate the turns in the terracotta pipe surrounding my house and that this was a common problem for the equipment. This information was also not shared with me before service began. If I had known the shortcomings of the equipment and higher cost due to OSHA issues I would not have agreed to the work.

The company had been called to clean out a buried pipe surrounding my house. When the technician arrived at my home we walked around the perimeter of my house and I showed him access points to the pipe and what I believed were problem areas. After that, the first thing the technician did was clean a pipe that ran along the length of my driveway. This was not covered in the scope of work nor was it done with my consultation, but since the company ‘did something’, though it wasn’t what I wanted or why I had called, they used this as the basis for charging me in full for the service call.

The final invoice that was sent, insisting on payment under threat of legal action, misrepresents the events of the service and quote. I have contacted the Ruckersville Office and the Better Business Bureau requesting a refund of $799.95 and agreeing to pay the $60.00 fee I would have been charged for declining the service. Unfortunately, the company’s response has been to send written responses describing the service that are false and conflicting, one account references a drainage pond on my property. There is no drainage pond on my property.

I hope you can resolve this problem. I feel that the company’s customer service has been abysmal. The company’s main goal has been to bully a homeowner into paying for a failed service call. The technician ignored my instructions related to the work I wanted done and the company has shown no interest customer service or providing quality work.

I appreciate any help that you can provide in addressing my refund request. Please reference invoice # 67748.