Brian
Cincinnati,#2UPDATE Employee
Fri, September 19, 2003
As Customer Satisfaction Manager for Roto-Rooter, I personally handled this case. Unfortunately, all the facts were not reported by the customer. In fact, a letter was sent, by the same customer, to Roto-Rooter that differs from what is written in the "Rip-Off Report". Roto-Rooter performed work for Katrina on August 20th, 2002. Katrina claims that Roto-Rooter unplugged her sump pump so that our technician could plug in his equipment. Katrina also claims that our technician did not plug her sump pump back in when he was finished. She then states in her "Rip-Off Report" that she did not find the basement was flooded for two months. It wasn't until November that Katrina called Roto-Rooter to file a damage report. Katrina sent an email on November 13, 2002 on the Roto-Rooter web site that stated they found out about the flood because an exterminator went into the basement. It wasn't until a week later that Katrina contacted Roto-Rooter with her accusation. In her letter dated November 13, 2002 Katrina states, "We cannot save the water-logged, mildewed belongings much longer for you to see". The general manager for the local Roto-Rooter made an appointment to see the "damage" the day after Katrina contacted us. Upon his arrival, there was a clean basement and no damaged items. Although, in her letter to Roto-Rooter, Katrina sent a list of damaged items (clothes, ski equipment, holiday decorations). There were also no pictures of damaged items or a flooded basement. The general manager took pictures of the clean basement and submitted them to the insurance company for proof. We had asked for invoices of the various cleaning companies that were hired to clean her basement, but were never supplied with them. Because there was not an ounce of proof to back up Katrina's story the insurance company, nor Roto-Rooter, was inclined to pay for the "alleged" damage. Roto-Rooter strives to provide 100% customer satisfaction. However, there are times that we do not achieve that goal, but we will do whatever it takes to make up for it. Every company makes mistakes, but it is how the company makes up for the mistake that shows whether or not the company is credible. Roto-Rooter did everything possible to investigate the matter and resolve it as the facts showed.