My water heater went out and needed to be replaced. When I contacted my home warranty, the company they were contracted with could not complete the service for an entire week. This was not acceptable so rather than waiting I chose to pay out of pocket for Rooter Ranger to complete the job without using my home warranty.
Initially, Rooter Ranger was great- they came to the house to assess the water heater on the same day and scheduled to replace it the very next day. Rooter Ranger arrived on time and began working right away. The workers were very nice, professional, and helpful. Unfortunately, a few hours into the job they told me that there was an additional part on the new water heater that needed to be fixed and they had to leave to go get it.
This is where things started to go sideways- rather than simply picking up the new part and returning to complete the job in a timely manner, they didn't return. I called their call center multiple times to ask for an update and was never connected with the service advisor or the team that was working on my job.
Every time I called the call center I was told that they will be calling me back within minutes with an update- and every time nobody called me back.
After 8 hours, I finally received an update @ 8p and was told my crew left my job earlier to go complete ANOTHER job and now they were headed back to my house. I understand that things happen, however, the fact that there was zero communication or update on top of the fact they left my job was beyond unacceptable.
To make things worse, once Rooter Ranger returned to my house to complete the job, I was informed that they would not be able to finish that same night and they had to leave. The next morning Rooter Ranger arrived to complete the job and I was greeted with multiple excuses about what happened the previous day- yet there did not seem to be any sort of accountability for the horrible communication or the fact that this job turned into a 36 hour headache.
In the end, Rooter Ranger completed the job, however; they completely failed at providing the 5 star service they pride themselves on. A complete breakdown in communication, zero accountability, a service advisor that was uniformed and kept in the dark about the proper details of this job, and an all around poor customer experience leads this one star review to be deservedly earned by Rooter Ranger. I have since hired another company to replace and install an entire home Updated water softening system. The job would have certainly been for Rooter Ranger if they did not fail to meet my expectations with the water heater.