ComplaintsforRooter Proxpress

• Initial Complaint

  10/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  You can't pump 1500 gallon in 7 minutes. They tried to scam me. I have proof. Took before and after pics with time stamped. They owe me an apology, fix my LID they broke and my grass he purposely destroyed when i rejected their offer. I made over 10 calls to speak with management with no result. Nice try, I just needed my septic pumped for what was quoted $295. You cant clear main line and pump 1500 gallon in 7 minutes. Tried to charge me $1200+. They tried to hustle me cause I hade project loan for $........ Filing FTC next if problem not resolved.

  

  Business response

  10/09/2024

   

  Mr. ****** has not made any payment toward services rendered, in addition Rooter Pro Xpress (DBA) has initiated legal action.  Pictures attached so the tank open with the lid.  The top left shows a crack in the lid.  Anytime a 20+ year old concrete lid is excavated it runs a risk of stress to a lid.  

  Two pictures show the service port (clean out) filled with tissue/sewage and an after picture showing cleared with water.  Even after Rooter Pro Xpress pumped the tank water started to re-enter the tank, this is overflow coming back from the drain field.  We RPX tech explained the conditions of the septic system and left estimates to treat the failing drain field. The customer declined our *********************** and failed to make payment for work completed.

  RPX is willing to resolve this matter by performing work on the drain field after payment for previous work is paid.

   

  Customer response

  10/09/2024

   
  Complaint: 22388564
  
  I am rejecting this response because:

  See time stamped from when he started pumping and see when he stopped. This lid he cracked was not visible in their picture. I asked several time for them to reopen to see the what was done. tell me 20yr+ is not an excuse, therefore by their own admission they damamged it because of age. I spent over 1hour on the phone with T......... the manager screaming at me saying my lid was not cracked. then she admitted it was craked by wasnt them. now its the age.   They been back to my house 2 times and never reopen as I requested. Finally they charging for pumping and cleaning, not possible to do so in 7 minutes see pics (time stamped).  Not Possible to pump 1500 gallon in 7 minutes and clear/clean tank.  My was very dryas you can see in my final picture, where is the failing system they claiming. 
  
  Sincerely,
  
  ********* ******

  

  Business response

  10/16/2024

  The time stamps are from two different services. One service is on the 7/29/24 and 8/13/24, the times are not the same day. on 7/29 RPX was on site 33 minutes and 8/13 on site 44 minutes.  In most cases RPX would warranty any work however I can't warranty work that payment hasn't been received. *** has filed legal action for services rendered and not paid. If there is a reasonable plan I would be happy to hear it and see what we can do to resolve it.  

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sewer line blockage. Call rotorrooter but Rooter Pro Xpress came out. Supposedly found broken main sewer line with video camera, but won't put where the blockage was in a report. Called several times, they promised a call back but never got one.

  

  Business response

  08/14/2024

  Tell us why here...****************, thank you for reaching out regarding the issues you experienced with your sewer line service. I sincerely apologize for the inconvenience this has caused you.

  
  I understand that you were serviced by Rooter ProXpress, and there has been a gap in communication regarding the findings from the video inspection. We appreciate you bringing this to our attention.

  To address your concerns, I have initiated an investigation with our management team, and we have decided to issue you a partial refund as a gesture of goodwill for the inconvenience you've encountered. We want to ensure that your experience with us is rectified.
  Please let me know if there's anything else I can assist you with or if you have further questions. Thank you for your understanding and patience as we resolve this matter.

  
  Best regards,

   ****************************;

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was having issues with **-had two HV** techs assessing the ** problem, and was advised I would need an electrician to verify the matter. I called the *** company reporting the ** concern. *******, the manager promised that he could send someone to my address the next day.*******, the electrician came at *****. He looked at the ** unit and started working right away without communicating what was wrong.Not to interrupt the technician, I did not disturb him with my questions. At 2:18 pm, the electrician communicated that he would to have to finish the ** the next day on Fri, as he did not have the part for the **, I asked him why did not he purchase it then and fix the ** on the same day. I was told that he needs to buy the part, however, the store was supposed to close soon. He stated that he would come the next day to take care of the issue. We agreed he would stop by at 3 pm. The next day at 3pm-no call. I messaged ******* - he said that he would text me when he would be 30 mins away. At 5.17 pm, I called him. He told me he was in ******, would let me know when he is 30 mins away. At 8.41 PM,he messaged to let me know that he is 30 mins away. I advised him not to come as it was getting dark. The next morning at 8.18 AM, I received a text informing me that he replaced the part, then he called me at ***** AM. I did not reply, nor did I take his call. Today, June 24 - I called the company: *******, the manager raised his voice at me and insisted they come to fix the issue. I do not want to do anything with their services, however, he told me that I don't have that option and they would not refund me. I agreed to have someone come and see that my issue is unresolved. He emphasized that I don't have that option, and because I felt threatened and intimidated, I agreed to let them take a look on Thu, June 27. Then, I called the Better Business Bureau after explaining my the BB agent advised to cancel the appointment.I called the *** and cancelled the appointment.

  

  Business response

  07/08/2024

  I would like to apologize for the inconvenience caused to you. How ever our tech dont set up their appointments our Dispatchers do, for the same reason that our tech at time dont know what their day might be like. I understand that he gave you a day and a time, but he did communicate with you throughout the day. He also called you the following day and you decided not to respond and that isn't something that you can blame us for. Now as far for the responds that or Operations Manager gave you, he was trying resolve your problem and that was for our tech to get the work done for you. I do apologize you felt that way when you spoke i am sure that those were not his intentions all he was trying to do was get this resolved for you. 

  Customer response

  07/08/2024

   
  Complaint: 21893167
  
  I am rejecting this response because:

  They did take the money ( without providing an invoice) and didn't  show up for the scheduled time. 

  They took the money in a clandestine way - they introduced themselves as RPX company but pulled the money for ***** .

  They did not offer a solution - I have no trust in them.  

  I am asking kindly to return my money and let's part ways. 

  
  Sincerely,
  
  ***************************

  

  Business response

  07/09/2024

  ***************** when you paid us you canceled the check. You still owe us we dont owe you anything. 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 9, 2024 I called a plumber because I had issues with my toilet it wasn't flushing properly and backing up into my bathtub. A plumber named ***** came out couldn't fix the problem he said he knew someone more equipped to fix my plumbing issue because it was too extreme for him to handle, even though ***** couldn't fix the problem he still charged my card for $487.00 fast forward 2 days later he sent another plumber out from the same company this man name is *** he said it would cost me $7300 to fix my plumbing issue on top of the $487 I already paid just a couple days ago. He explained to me the process of how my driveway would have to be extracted and because the issue is 10 feet deep under my driveway I agreed and the plumbing was fixed. ***** then swiped my car for $7300 without offering me any payment options until after I inquired were their any available. I also wasn't given an itemized receipt of the work being done. If things couldn't get any worse my driveway and yard was left in shambles nothing was thrown away or put back to its original way before it was damaged. I asked the plumber would they fix my driveway back to the way it was and the response was no we don't do that and you need to wait two weeks before you do anything to it anyway. This behavoir is unacceptable. I recently purchased this home a week ago and they refuse to pay what they damaged. I am seeking repairs for my yard and driveway. I posted pictures below of the damage that was occurred and how my yard and driveway looked before.

  

  Business response

  06/21/2024

  I would like to apologize for any inconvenience this may have caused. I have reviewed your call, the first tech ***** handled this situation very well, he was honest and explained that this was something he was not equipped to do. ******* talked to you about financing, and you didn't state if you wanted to through financing at the time. When our second tech *** went out it looked like you might have changed your mind about the financing and decided to go that route.  I have attached where we show that you were approved through Synchrony for the amount of $7,300.00. Im not sure how financing was not given to you as an option? 

  Customer response

  06/21/2024

   
  Complaint: 21880497
  
  I am rejecting this response because:

  No one was is denying I got approved  for financing. I am denying *** or ******* offered it, which is factual. In actuality ***** is the one who mentioned financing *** never did. Also no one is denying he said he doesn't lay concrete but he did refuse to still fix it after I suggested he hire someone or reimburse me for the materials. I am still asking for the repairment of my yard or driveway. Besides it being a thumb sore it is also a safety hazard being I have a disabled daughter.
  
  Sincerely,
  
  ***************************

  

  Business response

  06/24/2024

  I will forward this information to the Operations manager and as soon as we come up with a solution i will get in touch with you.

  Customer response

  06/26/2024

   
  Complaint: 21880497
  
  I am rejecting this response because:

  Unfortunately the company hasn't reached out to apologize or rectify the problem or any issues and concerns I may have by email or telephone even after me calling several times and being told a manager will reach out to me but never does. It has been exactly two weeks and still no response. I have only received responses through the BBB website. My intentions are not to go back and forth and just to get my yard and driveway back to normalcy before the damaged was caused.

  
  Sincerely,
  
  ***************************

  Customer response

  06/30/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  ***************************

  

  Business response

  08/21/2024

  Please find attached, a copy of the consent agreement signed by *************************** and ***** Services, *** DBA Rooter ProXpress and a check settlement sent to ***************** to satisfy this agreement. 

   

  On this date ***************** agreed on emailing *********************** and request to unpublish her complaint.  We are unsure if she has done so. 

  Customer response

  08/23/2024

   
  Complaint: 21880497
  
  I am rejecting this response because: This matter was addressed months ago with no ramifications leading me to seek legal counsel and after reaching a judgment I am satisfied with the outcome I received and would no longer like to have any contact from the business.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: 5/20/2024 Invoice # ***** (invoice attached; no account/order #)Money Paid: $175 ******************* told my wife on the phone that the minimum fee is $49 to quote the service (as advertised on website; screenshot attached). If we agreed with the quote, then the $49 fee would be waived from the total balance due. My wife said she only needed the company to turn on the water heater pilot light, and asked if that would be $49. The company said if there was no additional repair, then it would be $49.Two employees arrived at our home. They looked at the heater, and immediately turned the water heater pilot light on without providing a quote. This took 2 minutes. They then told my wife she owes them $350.After my wife expressed that $350 is absurd, they said they would give us 50% off and instead charge $175. My wife said she would pay $49. They became belligerent, bullied/intimidated my wife, and threatened to call the police.Had they provided a $175 quote before doing any work, my wife would have declined the service and paid them $49 for showing up. Instead, they took it upon themselves to do the work (literally 2 minutes), tried to bully my wife into paying them $350, and eventually bullied her into paying $175.This was a scam.

  

  Business response

  06/07/2024

  We stated that in every call that we get that there is a $49 fee and then once we check what is the issue we give you an estimate and if you agree for us to do the work we complete it at times we also provide you with a diagnostic fee and we waive the $49.

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I needed plumbing service in my home. I googled and found this company, told them the issue and a tech came out to assess on 4/22. The work was scheduled for start on 4/24. The plumber ******* experienced family loss, work was then scheduled for 4/25. The company called me at 12:53pm stating the technician was on the way. I did not receive another call until after 5pm again stating the tech was on the way. I explained to them the poor communication throughout the day. The tech then calls apologizing saying he is unable to come that late in the evening due to the gravity of the job for my home. I told him I understood and he said he would be coming 4/26.4/26 ******* did the work, I paid in full and gave a tip. The work included replacing the water heater, kitchen faucet, and repairing faucets in the master bathroom as the cold water no longer worked on the sink and the hot water was not hot with the tub. Due to the water heater just being replaced, we could not test if the water was getting hot but I was told to give it ***** minutes.Over the following days, I noted leaks from every bathroom faucet, no hot water from the tub and the water in the rest of the home only gets lukewarm.I called the company on May 4 to explain the issue. Appt May 6 between 2-4pm. No call from the company. I called at 4 then again at 5p. At that point, I requested to be rescheduled to Friday, May 10.No call, no show. I called the company at 4:06p - dispatcher *****. ******, I voiced my issues over the last 2 weeks as she told me my plumber was stuck on an all day job and was trying to reschedule my services for tomorrow. I explained how that doesnt work due to prior obligations. I requested to speak with a manager and told the managers were gone for the day. ******************* the phone up on me. Repeat call, different dispatcher, ***** - calmly told her the story and the prior dispatchers actions for which ***** helped, tech coming today and placed a request for a manager to contact me.

  

  Business response

  06/07/2024

  sorry this happened but please also understand that we also have to give our employees time to grief. we will get this to the manager and have him give you a call back as son as possible he is out of the County to please if you would be patient with us until he gets back be the end of next week. 

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 2: guices services roooter express pro came to address to fix leaking washing machine connection. Tech ****** snaked line. Came back in afternoon with plumber to pressure clean line. Charged my parents card 656 and 334 for those efforts. No receipt provided for two charges but a quote for 637 was sent Tech stated that line needed work outside and would be back May 3. Verbally quoted 2500. Needed a card on file to start work but no charge until work complete. May 3 a team came and did no work. Stated they needed to come back to drill and lay piping. They quoted a very high estimate for job. I asked would I receive paperwork on quote and scope of work *** the plumber said yes. He asked me to sign to permit them to enter home and drill on Monday. He asked me to verify card on file and that I would be charged after work was completed/inspected. . Email from company had no info attached on work to be done. Weekend my card was charged 2500 and 4250. May 6 I called asked on charges and write up on job prior to drilling. *** the plumber yelled at me. ******** ops manager called and said he would reverse charges on card and they would do work then file on my insurance. I did not want a claim I wanted written scope of work and why charged before work completed and inspected. Not interested in filing fraudulent insurance claims. I informed him that they never checked washing machine connection after snaking pipe to see if that was fixed before wanting to drill foundation.**** stated he understood my concerns in treatment and would reverse charges. I followed up on May 7 and May 9 with ******* and main office to see if they had reversed charges. They have not. I have no official receipts for charges on my cards. My parents are elderly and I believe this was fraud as *** asked about my job and credit limit before he put my card on file and it was then charged without my authorization and no work done. I have filed fraud claim with my bank on the two transactions.

  

  Business response

  06/07/2024

  Please allow us to investigate further on this matter and we will follow up with you as soon as possible. Thank you for.

   

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in November, I hired Rooter Xpress to reroute the water lines in my home. We were notified by the ************************ that we were using too much water. Several plumbers attempted to find the leak, which they were unable to do. The job was for them to run plumbing lies from the concrete foundation to the attic. In the process of working on the project, one of the workers put his foot through the ceiling. This happened twice. The second time, I one of the workers slipped and fell, I saw him break through the ceiling. He came crashing through the ceiling, his legs up to his waist. I was frightened he was horribly injured. Thankfully, he managed to catch himself before falling all the way through. They promised to fix the ceiling after they were done, but I was unable to speak to the person responsible for making the repairs. I called many times, never received a call back.

  

  Business response

  06/07/2024

  I am so sorry this happened to your home i will be more than happy to what i can do help you please of you wont mind calling me @ ************ 

  Customer response

  06/07/2024

   
  Complaint: 21512946
  
  I am rejecting this response because:
  Ive called the number provided and the message said there was no one to take the call. This is not a number anyone is attentive to. I expected an office number, for more professional interaction. Ive waited months for them to respond to my call, and got the run around. I will not accept this kind of treatment. 
  Sincerely,
  
  **********************************

  

  Business response

  06/10/2024

  ************** i have spoken with you and i also called you back and we both came to an agreement that we would give you a call back on the 17th of June for the reason that the Operations Manager is out of the Country, and you agreed to this.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted this company to install a kitchen sink and garabage disposal for me on 2/27/24. I received a price quote over the phone starting around $600. When the technician arrived he was shown the supplies and escorted to the water supply under the house. He then formulated a price quote of $3,320, which was five times the price quoted over the phone. I declined the quote and notified the technician that I would move forward with another company. He then mentioned a service fee which I asked to be waived considering the fact it was not disclosed prior to his arrival and the price for the job was misrepresented. He stated he would send an invoice for the service fee and someone would contact me. When I returned to the house later that evening the water to the home was off completely. I reached out to the company but did not reach anyone being that it was after hours. The next day I contacted them to inform them that the technician turned off the water and requested he return to turn it back on. The representative I spoke with stated, "he didnt do any work and you didnt even pay the service fee so we are not responsible". The water to my home was fully operable prior to his assessment. I was forced to pay another plumbing company to turn the water back on which cost me $119. This company has failed to attempt to rectify this situation leaving me to feel as if the water was turned off maliciously because I rejected their exuberant quote.

  

  Business response

  06/07/2024

  we do offer to waive our service fee when you agree to get the work completed also our CSRS due state that in every call. If you dont decided to move forward with the job we do charge a service fee for out technicians time. 

• Initial Complaint

  10/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I engaged this company to replace my septic ***** field. They arrived about 9 am and soon after contacted me at work about the location of my drain lines and septic tank. I showed them the diagram listed on the Coweta Tax Assessor web site. All these lines and the tank are located in the front yard. I assumed the new lines would be replacing the failed ones in the same location. The gentleman said my soil failed percolation and would have to be rerouted toward the side of my house and into my back yard. I was told that approximately 20 feet of board fence and a tree would have to be removed to install the new lines and I agreed that he could do what was necessary. My tank is under my front porch steps and I had concrete pavers leading from the driveway to the stairs. All had to be taken up in order to access my tank. Apparently taking the pavers up was too time consuming as there is a stack of 8 or ten on one side of the porch and the rest were scraped up in a pile on the other. Breakage wasn't a consideration. I had a concrete bench on the far side of the yard near the property line and it was destroyed, run over I suppose. My entire flower bed which included a 24 year old Gardenia tree. Hyacinths and lilies are nowhere to be seen. The ground anywhere and everywhere is unlevel. Half of the monkey grass around the oak out front is gone. Maple tree broken branches half way, four feet of fence left standing, why leave it that way? I feel like all this crew cared about was getting in and out ASAP and didn't care about destruction or leaving anything in manageable condition and just rolling over or tearing out everything in the way was not what I expected. The entire flower bed and concrete bench?Didn't foresee that. They covered the tank over without proper repair of water line that is now bubbling up through the pavers. No diagram of new ***** field or a receipt. Had I seen what I was left with I would NEVER have approved payment for such careless work.

  

  Business response

  06/06/2024

  I do apologize this happening to you. Thank you for the feedback. we are doing our best to make out company better each an everyday and learn from our mistakes.

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩