Lang EnviroVentures

Kenneth D.

I called Roto-Rooter-Lang on 08/10 with a septic problem and was on the scheduled for 08/12. No call no show. Called back and was put on the schedule for 08/11 -2:00/4:30. No call no show. I was scheduled for 08/12 when I called to at 3:30 see when the tech would be here I was tolled 4:00. He showed at 5:00 pm. He checked the issue he said they would call at 9:00 am and schedule the fix. No call at 9:15. I called and was told that I was on the schedule for that day. At this point I cancelled the job. They had replaced the pump and cleaned the system less than 15 months ago. I'm done with Roto-Rooter.
My Survey to Roto-Rooter.com bounced, go figure.

Lolly B.

Incredible service with a talented master plumber!

It was Easter weekend and our kitchen sink started leaking everywhere. We have a home in Narrowsburg NY and I had remember the Roto Rooter tune and figured I would give them a call. A master plumber, John Pallis, came early the next morning. He was knowledgeable, efficient and super respectful of our floors and carpet. We had a houseful for Easter and he was a lifesaver. Thanks so much John for taking care of a complex problem on a very busy weekend.

Jean R.

This Is the letter I sent to the owner of this business in Narrowsburg NY and describes my horrible experience with this company. The owner did contact me by phone to let me know that I should have cancelled and that he stands by his service and employees. Although, I commend him for supporting his staff, I still believe I was owed, at the very least an apology, for their terrible customer service . When I called them at 4:30on June 2, I asked, ""at what point can we talk about rescheduling"" and I was told ""We don't reschedule, we finish out our day"" and when I tried to contact the driver at 7pm, by phone, and at 7:20 by text, he didn't respond, so I am not sure how I was supposed to cancel. Mr. Lang disagreed and refused to acknowledge any wrongdoing on their part, I was responsible for this fiasco.

Dear Mr. Lang,
Recently I found myself in need of someone to empty the septic tank at our family vacation home at. Acting on the very high recommendation, I contacted your Roto Rooter business, and hence began one of the worst ""customer service"" experiences I have ever encountered. Perhaps you could shed some light on how this happened and what could have been done to avoid it.
On Monday, May 29, I called your office in Narrowsburg to inquire about your septic services and the cost of a port-a-potty. I decided to go ahead with both and let the lovely woman know that I was having a 30 person graduation campout the following weekend and hoped to have the septic tank emptied beforehand. I live in Maryland and made arrangements to come up on Thursday, June 1 so that you could do the work Friday morning June 2nd. The woman that I spoke with assured me the septic tank would be emptied before noon, especially with so much advance notice.
On Thursday, June 1, I called your office to inquire about payment and again confirmed that your crew would be there before noon on Friday. I went ahead and prepaid for the service with my credit card. The woman told me that I would get a phone call Friday morning between 8:30 and 10:30 with an exact arrival time. I was up at 7 and waited and waited. At 11 I called your office and was told that they had called the home number at 8:36 and no one answered - as it turned out you had a wrong home phone number on my ticket. As I had also provided my cell phone number, why wasn't that tried? At that point I was told that the driver would be there between 1:30 and 3:30 and would call before he came. I again expressed my concern because I was having a party with people arriving from 5pm on. She assured me everything would be fine.
By 4pm I still hadn't heard anything, and quite frankly was upset, not just that no one was there, but also that not once had anyone even bothered to contact me to let me know there were delays. When I called this time, I was told that that driver was behind and someone would be there between 5-6. I informed her how bothersome that was, but she assured me it wouldn't be a problem even if people were there. Never having owned a house that required this service I didn't know much about the process and asked some questions including ""Will it smell?"" She replied, ""No one has ever complained before."" I am officially complaining - emptying a septic tank smells bad, really bad, especially in the middle of a barbeque!
By 6pm no one from your company was here, but about 15 of my guests were, they were hungry and so we started grilling. At 6:05 I finally got a call from your office - ""The driver will be there by 7, here is his cell phone number so that you can call him if he isn't there by then."" I called at 7 and left him a voicemail, texted him at 7:20, and he eventually arrived at 8pm, just as it was getting dark and the party was in full swing. I was upset, he felt awkward, it got really dark and it took until close to 9:30 for him to finish. This was unbelievably disruptive to what was supposed to be a celebratory event.
I did talk to the driver about my angst, and although I did not hold him personally responsible, I could not help but be upset when I had gone to great lengths to schedule the emptying of the septic tank to be done early in the day. He was shocked, as he thought he was there because we were having a problem and had just called that day... obviously someone dropped the ball.
Is there something else I should have done to ensure such a fiasco didn't happen? Or is this just the typical customer service experience that your clients should expect?
I look forward to hearing from you.
Sincerely,

Collins T.

Lang Industries, the franchise owner of Roto Rooter in the Orange, Sullivan, Pike County area, was contacted because of Roto Rooter's trusted reputation in service. As stated on the website, we expected a Roto Rooter technician to diagnosis our plumbing issue and provide us with the assessment. Instead our technician when left to diagnosis the issue, proceeded with an unauthorized repair and presented us with a $500 bill when he was finished ($500 for a 20 minute job of snaking a drain). We have contacted the location's management and have been appalled with the owner, NED LANG's level of belittling, dismissive and argumentative customer service. This is a business that falsely advertises itself and has no regard for being an honorable business.