So on 09 Jan 2015, I called the Roto-Rooter company to get a water line capped off due to the freezing of the line that had occurred earlier in the week.\r
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Before calling the company I had partially repaired the line myself, but I wanted a professional to come in and cap the line. I wanted to avoid having the incident occur again. I also wanted to have a fix in place in so that I would be able to turn my water back on to my home.\r
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The Company/ Caller Dispatch\r
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The company was able to work with my schedule and set me up an appointment for between 5:30 PM and 7:30 PM. At around 7:00 PM I called the company and asked if my plumber was still going to make it to the appointment. The looked into my request and told me that the plumber was still on another job and asked if I would like to reschedule? I said no, ( due to the fact that i had several appointments the next day outside my home)they said ok, the plumber should be at your home before 10:30 PM. I said ok, and waited for the plumber. \r
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Nearing 10:30, the company called me and let me know that, the plumber was still tied up, and wanted to know if I was still OK with them coming out. I said yes, and they said that he was be on his way after finishing his current job. At around 12:47 AM I get a call from the company saying that my plumber was now finished with the previous job, and that he would be able to come to my home now. Before I could say anything the dispatcher, then said that after reviewing the job that I had requested, they would not be able to do it due to the fact that, they normally do that type of job during the day. I said fine, lets reschedule. They gave me any appointment spot for the next morning between 8:30 and and 10:30 AM.\r
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The next morning the tech did show up on time to start the work.\r
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The fact that I had to wait over seven hours, to be told that the company could not complete my job request was very poor customer service. At any time along the course of the several conversations I had with the dispatcher he could have reviewed my request, and informed me that the plumber would be unable to do my job request because of it being night time. \r
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The Tech\r
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When the tech ( Kyle Harris # 1014) arrived, he introduced himself, and asked me to explain what the issue I was having with my water lines. I explained the issue, and he took a look at the lines and gave me a quote. He quickly got to work, on the job and even after we ran into some unexpected problems with the water lines he was able to get the job completed in a reasonable time frame. \r
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As a true professional, he was able to also answer some of the questions and concerns I had about the water pressure I have in my home. Even thou I was ready to stop using Roto-rooter as my plumbing company, Kyle's professional attitude has caused me to regain some trust in his company.
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