COMPLAINT: Heather Virdy, Raleigh, N.C.

"I hired Roto-Rooter Plumbing & Drain Service [8820 Midway West Road, Raleigh, N.C.] because the toilet wasn't flushing properly all of the time. They were prompt and the plumber was polite. The plumber plunged the toilet, which fixed it for that time; however, I explained it's an intermittent problem and doesn't always malfunction.

"I called them again because about three hours after he left, it stopped working again. He said he'd have to charge more than $200 to come back to fix it or even more to replace it. After the work the first time, he told us the charge would be $95. I told him I'm an Angie's List member and chose them because of the discount.

"He said that if I wanted to use the $30 coupon, then he would have to charge $135, making the total amount due $10 more than the original bill."

DESIRED RESOLUTION: "Refund the amount of the coupon ($30)."

COMPANY RESPONSE: Stephanie Bailey, office manager, Roto-Rooter

"Whenever a customer has a concern, we will always take care of the customer. They need to call the office so we can handle it that very same day or within 48 hours."

STATUS: Resolved

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