ComplaintsforAmerican Rooter & Drain

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is *************************. I had applied through indeed to this company "American Rooter & Drain." One of the employees who works for this company by the name of ******************************* who I had worked with at a previous company had told me that this company does not pee test. I have attached a screenshot of that conversation with this complaint, and that screenshot was also submitted to the owner ************************* who is the *** of American Rooter & Drain. There was also nothing about drug testing on indeed website. I went to my interview and spoke to ************************* who is the Office Manager at American Rooter & Drain, and during my interview absolutely nothing was brought up about any kind of a drug test. This company ran my background check and it came back clean, and on Friday May 17th 2024 ***** had contacted me on the phone and told me out right that the Job was mine that I had secured the Job with their company. I was very happy ready to start my new Job on Tuesday May 21st 2024 at 9:00am which was going to be my very first day. Then on Monday May 20th 2024 I had received a phone call from Haily telling me that I had to go for a drug test. I was shocked, because I was already told by ******* that there was no pee test, and there was never any mention of a drug test / pee test on indeed with this company, never any mention from Haily about this at my interview or when she called me and told me I had secured the Job and that it was mine. At this moment I was not only upset but I was also upfront and honest that there would be THC in my system, and she said she would have to contact the owner and inquire about this. ***** then texted me back and said that they would not be able to move forward with the Job Offer, and again this is after ***** ALREADY said I had the Job when she contacted me on the Friday before Monday when she called me. I believe that both of these employees should be fired for misleading, and giving false information to an applicant.

  

  Business response

  05/23/2024

  Thank you for the opportunity to respond to the false and misleading allegations made by *************************.  At American Rooter & Drain ("ARD"), we do a background check and a drug screen on our candidates for employment only after they have accepted our conditional offer of employment.  Unfortunately, one of our employees did tell **************** that we do not do a drug test, but that employee is not in *************** and is not involved in the recruiting/hiring process.  Once our HR Manager, ******************, informed **************** that a drug test would be performed prior to her starting work, **************** admitted that she takes edibles that contain THC every day or almost every day and would not be able to pass the drug test.  It was only after **************** stated that she would fail the drug test because she was admittedly using a product that is illegal in the state of ***** that ARD revoked ******************** offer of employment. I have attached a voicemail recording of what ******************** ***** left on ********************** phone openly admitting to Illegal drug use.
  
  
  In light of this, there is no merit to ******************** complaint, and we ask that the BBB dismiss her complaint. 
  
  
  If you have any additional questions or need any additional information, please let me know.
  
  
  Sincerely, 
  *************************;

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially called American Rooter and Drain, 4/1/24 to assess my shower that was not working properly. The supervisor of the job, ******. They discontinued shower repairs becuase they found a sewer leak under my home. The repairs have been $23,000. $6,300 cash and $14,000 loaned. The have done the chose the most expensive route for services as im otherwise being told. They said it would be another $10,000 to fix pipes under the house plus $2,700 to fix my shower which we discontinued and did not get done to being advised by many people including the city to fire them for preforming illegal work and doing this to many people here in town. They repaired the main pipe from our home to the city under a loan of $14,000 for pipe bursing which completely replacement the old pipe without a permit which is illegal according to the City of Nyssa becuase it is new construction. They are working with Quik Dry Restoration to rack people's bills (agreed to a job of $10,000 assured price would not exceed and it would be $1,000mo until paid off, they wanted $3,000-$5000 just a few days later and then another north of $40,000 to completethe job) to where they are unaffordable and scare familes out of their homes us they will call the state who will fine us and also raise cost and deem the families home uninhabitable. They then offer to purchase the homes to make profit off of them here in town asI was advised by th city told me these same two companies have done the same to many in town and have many claims against them. Three weeks later my shower is not repaired!!!

  

  Business response

  05/01/2024

  Our company was originally called to come look at their shower because it had no water coming out. When our technician went out to diagnose the issue, he also found that the home had a sewer leak and the drains had been flowing into the crawl space for 6 years or, so we were told. He was not able to go into the crawl space because of the standing water and everything else that comes down the drain. This was a health hazard and we got restoration involved. Our focused them turned from the shower to their main sewer line because that was a concern to their health. we presented an estimate and they agreed, and we got to work repairing their sewer line from the outside where it was clogged and needed repaired. There was a permit pulled and it did pass inspection for the work that took place outside. Meanwhile restoration had been trying to pump out the material in the crawl space. Restoration filled, for certain, three septic pump trucks and there was still material that needed pumped. They had concern about how much material needed pumped, so they got a hold of an engineer because they had concern about the cinderblock foundation. The engineer said that foundation had sunk because of squishy earth from the crawl space before restoration started work. They advised we don't send anyone into the crawl space until the foundation was repaired. The customer had to pay out of pocket because they didn't have insurance. The restoration company was asked by the customer how much do they think the house could be sold for and they would just cut their losses. Restoration said they didn't know but could find someone that bought investment homes. Absolutely our hearts go out to this customer because a lot needs to happen at their house. Restoration is not going to charge more, and we will also only be charging for the work that we performed. We have tried to call the homeowner multiple times to get this resolved with no answer or phone calls returned. 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Received a mailer from American Rooter and Drain for a $59 drain clean. 3/1/23 They came to my home and immediately informed me that the drain was so clogged they couldnt get a camera or snake into it. They tried to convince me that it was an urgent situation and my only option was a $1250 pressure wash and if that wasnt successful the sewer line would need to be replaced. When they left I realized instead of $59 drain clean they charged me $229 for nothing. No camera footage, no drain clean, nothing. My regular plumber encouraged me to contact another company that came out a few hours later. Miraculously they were able to get a camera in and record the line as well as a snake to clean the drain. Needless to say, I was not happy that I had to pay so much to a company that scammed me. So I called to speak with a manager or owner. The secretary told me hed call me back as soon as he spoke with the men that came to my home. He never called me back. American Rooter and Drain rips people off and takes advantage of their lack of knowledge and capability to perform these services on their own.

  

  Business response

  03/05/2024

  Thank you for reaching out, our technicians went out on a call because the customer was having ************************* issues. Our $59 drain clean only covers the branch line drains, which states in the mailer. After inspecting the current situation, the technicians advised to do a camera inspection on the customer's main line to further inspect the interior of the pipe. The customer was presented an estimate for the camera inspection and everything that it would entail. They then signed and approved the camera inspection. Our technicians were able to go camera about ***** ft in the line before identifying a root intrusion and could no long get their camera further down. They were able to identify the problem and gave another estimate to have the line cleaned out with a hydro ******. At that time the customer rejected the hydro-******, and that work was not preformed. 

  In Conclusion, the customer approved the camera inspection for the amount that was quoted, and our technicians were able to identify the issue. They were unable to get the line cleared because the customer rejected further work. 

  Customer response

  03/05/2024

   
  Complaint: 21383120
  
  I am rejecting this response because:

  
  Someone is not telling the truth. I was told that their camera couldnt penetrate the line at all. Why didnt I get to see footage or have anything sent to me? What did I pay for? Now Im hearing they were able to get through 12 feet to the clog. This company is so sketchy and dishonest. Send me the footage. You gave me nothing for $229.

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

  

  Business response

  05/01/2024

  Thank you for your response. American Rooter & Drain diagnosed the problem and offered to provide the customer with a hydro cleaning. They refused the service which would have gotten the main line cleared. Our $59 drain clean only covers branch line drains because it's a quarter inch cable snake that reaches 20ft-25ft. The customer's issue was located in the main line. We presented an estimate for a camera inspection which the customer signed, and we provided. We also presented and invoice for the customer, which they also signed stating they were happy with the service. We apologized that we provided a service that was wanted and at the time they were happy with. At the time of service, the customer never presented concerns. When she spoke with the Supervisor, he was told she was going to call the city to see if they would pay for the hydro cleaning and would call us back if she did not get any traction. We included the supervisors debrief form which they fill out immediately after every appointment. 

  Customer response

  05/01/2024

  There are a couple comments that are half true in American Rooters response. I apparently did misunderstand their ad for drain clean, however it was not clarified until after the fact. And yes I did state that Id notify the city to see if there was something they could look into before spending $1200 for Americans hydroclean or whatever they call it. The reason I appeared okay when they were here was because I trusted what they told me was true at the time. I was told that my drain was so full of mud they could only get their camera in a foot or so. They were not able to perform the service that they charged me for. At the time I didnt realize it was a bunch bologna so I said nothing.  I immediately called the city and they didnt see any issues. What they did tell me was they thought I was being given the business and had nothing positive to say about America Rooter. So thats when I got concerned and called another plumbing company that came out right away. They were able to get their camera in right off the bat and scoped the drain ***** feet to the clogged area. He snaked the drain and I was able to get the situation taken care of quickly. He not only showed me the drain as he scoped it but emailed me pictures. American said they couldnt get a camera in therefore had no pictures or video to show or prove anything. If they performed the service they charged me for why didnt I get pictures or video. Why was I told they couldnt? Why is management saying the complete opposite of what I was told? Why was another company able to do all the things they said were impossible 2 hours later? My opinion and the opinion of many others is that they saw an opportunity to sell me on a $1200 service. Now theyre so indignant that I have the nerve to call them out, theyre making stuff up. Its just frustrating to spend your hard earned money on a lie. 
  
  
  After this happened a company was digging for egress windows and accidentally cut my waterline. Unbeknownst to me they called American Rooter who told them I was blacklisted. I was so relieved because I never want them anywhere near my properties. American is obviously going to dig in their heals and never admit they did anything wrong. Thats ok. I just want others to be careful and get a second opinion before they trust this company. 

  

  Business response

  05/21/2024

  Thank you for taking the time to provide your detailed feedback. We deeply regret to hear about your dissatisfaction with our services and the confusion surrounding your recent experience with American Rooter & Drain.
  Our aim is always to provide clear, honest, and professional service to all our customers. We acknowledge there appears to have been a misunderstanding regarding the nature of the initial service we offered, and for that, we sincerely apologize. We strive to ensure that our communications and explanations are always thorough, and we regret any instance where we fall short.
  From our records, our technicians identified a significant blockage in your main line which required a more extensive solution than our standard $59 drain clean, which covers only branch line drains. Upon discovering the blockage, we recommended a camera inspection and subsequently a hydro cleaning service to effectively address the issue. While we respect your decision to seek a second opinion, it is our policy to always recommend what we believe to be the best solution for the problem presented.
  We understand your frustration with the additional charge for the camera inspection, especially since another company was able to resolve the issue promptly thereafter. It's our standard procedure to charge for this service, as it involves specialized equipment and expertise. We regret any perception of dishonesty and assure you that our intention was to provide an accurate diagnosis and appropriate recommendation based on our findings at the time.
  Regarding your subsequent interaction with another company, we understand how contrasting experiences can lead to concerns. While we stand by the integrity of our initial findings and recommendations, we take your feedback seriously and will review our procedures to ensure better clarity and communication in the future.
  Furthermore, we apologize for any inconvenience caused by our previous response and any miscommunication regarding your status with our company. We strive to handle all customer interactions with the utmost respect and professionalism. Your feedback will be used constructively to improve our services and customer relations.
  We regret any distress this situation has caused you and your family and appreciate your patience and understanding. Should you have any further concerns or wish to discuss this matter in more detail, please do not hesitate to contact us directly.

  Customer response

  05/21/2024

   
  Complaint: 21383120
  
  I am rejecting this response because:

  Although somewhat of an apology was finally given, it seems hollow at this point. Sadly this could have possibly been avoided if a responsible manager would have taken the time to call me back. Instead I have endured lies, denials, and insults. The question still stands, if you actually did any kind of camera scope, why didnt you give me video or images to look at like the other company? Why did your men tell me they couldnt do a scope because it was so bad that my only other option was to spend $1250?
  

  Theres a lot of circle talking now to do damage control that does not include anything with substance. No offer to give a refund for or partial refund. Why would a company even have a Black List? It would be very interesting to talk to all the other people on that list.
  

  This matter will obviously never have a productive solution. There is no reasoning with people like American Rooter and Drain. 

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

  

  Business response

  06/21/2024

  Unfortunately, we will not be issuing a refund for the camera inspection that took place. We will also not be providing any video for the customer. 

  In conclusion, we went to the customer's home and provided a service and gave the customer a quote to get their line unclogged. 

  Customer response

  06/21/2024

   
  Complaint: 21383120
  
  I am rejecting this response because:

  Lie upon lie. At least customers can read this and decide for themselves. 
  
  Sincerely,
  
  ***************************

  Black Lister

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON 7/17/2023, we posted a review on ****** based on how we were treated by this company and also with the Better business Bureau.Shortly after posting the review, the manager, ******************************* called and left a voicemail at 4:54 pm. In the voicemail they were upset about our review and insinuated they would go after my business and my own personal review page, even though they had never been a client of mine (image shows verbiage, but not exact words, am unable to upload actually recording of voicemail in the format you offer). Immediately after the voicemail and 30 minutes after our post, the owner, ******************************* and the manager, ******************************* at American Rooter & Drain each gave Me a 1-star reviews on ****** (see images) for her real estate business. Problem is, I have had no dealings with either of them as real estate clients. The reviews are simply retaliation for us sharing our experience with their company. Then 2 of their friends also posted on my page, one of them included *** (My partner who is not a realtor and does not work with me and is not any part of my business), again, their friends had no dealings with my business, I do not know who they are. Please see the previous post sent yesterday to see the review we left on their page and how they treated us in business in addition to the retaliation and libel they committed.

  

  Business response

  07/24/2023

  The voicemail left on 7/17/2023 by ******************************* did no insinuate in any way that we would "go after" their business. We have record of the voicemail and are happy to provide it if needed. Three employees from our company felt compelled to leave reviews based on their own professional dealings with the owner of the company. Furthermore, no friends of the company or it's employees have left reviews. The reviews that are referenced are the opinions of those specific individuals. American Rooter & Drain has not encouraged or discouraged this as it is their individual opinion.  

  There is defamation of two members of the staff of our company on the ******** page of ************************* and ********************* currently directing hostile attention to them as individuals as well as our company. 

  After the customer made accusations that our technicians were showing prejudice towards them by proposing an invoice for future services that the customer felt was too expensive, we decided it was in the companies best interest to dissolve the client relationship and their invoice despite having provided the agreed service (invoice attached). Our company has completed the following service at no cost to the customer: Clearing a ********************** clog, Jetting the main sewer line & Jetting a secondary line.

  At this time, our company has been exceptionally patient and accommodating with Meda & ******* 

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother and I call American rooter to unclog our kitchen drain and after a few cancellations he finally shows up. Instead of a 69 dollar drain clean he talks us into an $1800.00 jetting and cameras through the entire house pipes. Guaranteed to look brand new. The house is 4 years old. After a few more cancellations the second guy shows up with the camera. He had no intension of running the camera down any of the pipes in the house. He only wanted to do the super easy main out in the front yard. Later we found out that would be an insurance job if they can spot something wrong. Big Dollars. He was surprised to hear the first guy promised us to run a camera down every pipe. We had to insist he do the kitchen, where are only problem was. He finally agreed to do it. It looked like the first guy barely did anything. I told him we had a problem. He agreed. He wouldn't call his boss or even tell me who the owner is. I told him I would call the office in a few days to see how they would make it right with me and the receptionist would not let me speak to or tell me who the owner is. I sent a card to the office telling them I didn't want to report them but if I did not hear from them I would. This brings me to present.

  

  Business response

  03/28/2023

  Thank you for reaching out. We had received a call from our customer stating that the kitchen sink was clogged. The customer agreed to have the kitchen sink unclogged and pushed out through the mainline using a hydro-******. Our technician was in the customer's home from ************** giving his best efforts to unclog the drain. He was able to access the kitchen line from underneath the sink and was able to clean the main line from the clean out outside. After many hours, using the hydro-******, our technician was able to get the kitchen sink unclogged and ran the hydro-****** through the mainline. What was included in the estimate with the Hydro-****** is a camera inspection for the mainline. The customer insisted that our supervisor camera the kitchen line instead of the mainline although it wasn't sold for him to camera the kitchen line. the camera showed that the interior of the line for the kitchen was very clean. The supervisor then found in the customer's line that there were eggshells located 17ft in the line. Our supervisor stated let's get the technician back out here to get these pushed out. It is extremely difficult to get out because they settle at the bottom of the pipe, but we were willing to accomplish this task for the customer and spend more hours at their home. We don't charge hourly, so the price was the same. The customer all of a sudden got upset and demanded their money back. Again, the supervisor offered to have the technician back out there and he refused. 

  In conclusion, we were called to get the kitchen sink unclogged. We sold a hydro-****** to accomplish that task and push the clog out the main line. The camera was for the mainline, but the customer wanted the camera down the kitchen sink which we did. After offering and saying we would get the technician back out to the house the customer refused and demanded their money back.

  Customer response

  04/04/2023

   
  Complaint: 19631823
  
  I am rejecting this response because:

  They promised us that they would run a camera down every pipe in the house and we would see they look brand new. That is why I insisted they run the camera in the kitchen I wanted to see brand new looking pipes for the house is less than 4 years old. They failed to show me brand new looking pipes and now like then they have excuse after excuse. It was not 17 feet it was one -three feet was the  clog. Egg shells not at bottom of pipe they were all around the pipe with a tiny  hole in the middle. He now is trying to say they pushed the clog 17 feet down the pipe and the eggshells are at the bottom of pipe. they are not on the bottom at 17 feet they are all around the pipe at 1-3feet. I wanted them to leave because Because there lies and BS was starting to upset my mother. Even she saw through it all. It seems to me they spend more time learning how to lie to people than they spend learning how to do the job itself

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

  

  Business response

  04/06/2023

  We uploaded a response via email to the BBB with supporting videos that show the length and the exact position of the eggshells in the pipe. In the one video it also shows that when we offered to get the technician back out immediately, they refused. The second video shows that the clog had been taken care of and the water was flowing freely. 

  Customer response

  04/12/2023

   
  Complaint: 19631823
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************?If the video shows the clog has been taken care of and the water was flowing freely why would you feel the need to get the technician back out immediately?

  Because of your constant lies you got thrown out of my house. Your company is not a positive service to the community.

  It seems I do not have access to the uploaded videos but the video we saw live did not ********** pipes. 

  It is obvious to me that these people have a real problem with the truth!

*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. ↩