Roto-Rooter Plumbing & Drain Services

I contacted Albany Roto-​Rooter on a Saturday evening (just a few days after Christmas) regarding a drain clog. Within an hour, a friendly technician named Quentin arrived and quickly assessed the problem (main «whole house» trap clogged). Because of a few different options available on how to proceed and fix the problem (easier but messy inside vs. outside access), I decided to think about it overnight and we agreed to deal with it the next day.
Without going into detail, I came up with a way to gain access to the clog at a much closer interior location (while avoiding the mess) and passed this idea on the Quentin when he arrived. He agreed that it was a much better route than the typical long-​distance «snaking» with his drain auger, and he was able to quickly remove the clog within a few minutes instead of hours.
I paid Quentin the quoted fee, although I felt that, considering the ease of the fix and very short time he needed to do it, perhaps I shouldn’t be paying the full standard rate. I chose not to make my case with Quentin (who, after all, was not the guy who sets the prices), and decided to do so with a polite phone call to his office the next day.
I spoke to Manager Chris and I clearly laid out the whole scenario to him regarding how everything played out. Chris not only heard me out, but agreed that a 50% reimbursement was in order — AND he insisted on personally delivering a check to my home — which he did on the very same day along with a heartfelt apology (although I told him the check delivery and the apology were both completely unnecessary).
Now THAT’S what I call customer service: someone who will hear the customer out, play fair and put themselves in your shoes. Of course I will now, in return, highly recommend Albany/​Schenectady/​Troy Roto-​Rooter for the honorable and admirable treatment I received — just the way it should always be!
Steve
East Greenbush