Rooter Proxpress/Guice Services, Inc.

Shady Organization. Long story short, my parents are older, so I manage their rental property for them since they're not really able to do it anymore. On 1/1/2025 I called to make an appointment for the following day to have the septic pumped. When I made the appointment, I specifically stated that for approval for the maintenance they needed to call me and I gave my number. The woman who booked the appointment confirmed that the technician would take a look at the tank and call me with the quote and for approval before proceeding with the maintenance. If I didn't like the quote, they'd re-cover the tank at no cost. I also asked for a rough estimate of the cost I should expect, assuming nothing was wrong and the supervisor told me between $300 - $600, which aligned with the research I saw. The next day, I get an invoice for $1,300; no call, no approval. I called the Company and somehow, they got my aging mothers phone number and called her for approval, even after I told them approval needed to come through me. I don't think she even understood what she was approving, considering she didn't know about the maintenance. I can see that the condition of the tank was worse than expected, but they did not follow proper procedure and then without getting approval from the person with a contractual obligation to manage the property, they went ahead with the maintenance, charging wildly higher than what was expected and a lot higher than the industry average. When I called to complain and get at least a partial refund, I was told that the Operations Manager, Kevin would call me back. He to this day has never called me. Every day they told me they'd call, he wouldn't and when I would call, they would give me some excuse on why he was unavailable. These people gave me the run around for a week and a half. And when he did finally reach him, he was so arrogant and unapologetic for the mistake the technician made. I wasn't yelling or anything, but I brought up being frustrated about having to chase him down because he would never call me when the supervisor said he was going to and he stopped me mid-sentence to say "nobody chases me down", which was very funny considering that was the 4th/5th time I'd called to speak to him. They offered a $350 refund which still didn't put the maintenance cost into the range of what others would have charged. He said he would take the case up to the person above it and promised he'd call me back the following day with the results. I waited 3 days and no call. I finally called back and told the supervisor I would accept the $350 just so that I could be done with them. I understand that things cost more than expected sometimes, but I'd never seen such lack of customer service and professionalism from a Company. It's very clear that the lack of care comes from the tone at the top.

I had them come out to install a sump pump a little week ago. So the people who came out acted professionally enough but ultimately the install was completely screwed up. The pump was not place at the lowest spot in the crawl space, the pump was not placed on a stand within the bucket, there was no cap placed on the top intake to keep debris from falling in, and dirt was piled all around it. The sump pump is effectively non functional. I did point there guy to the point I thought the water was coming in, but you know gravity. I would except a pro to have figured out the best spot and to tell me. In the end I am going to have to bring another contractor out to put a pump in the lowest spot and to install it correctly. They acted professional when talking to them though.

I had a terrible experience with a company I hired to install a new water heater. The old one worked fine aside from water leak. After they installed the new water heater, the faucet on the second floor, which had been working perfectly, suddenly started bursting with water. Only after the installation was complete did they inform me of an additional 'water valve issue,' which they said would cost me $1,200 more to fix. I asked for a quote. The guyed promised to send but never did. And then he just left without resolving the issue and immediately charged my card for a job that wasn't even fully done

And the hits just keep coming. The Plummer was due here on Friday, a no show, due today, a no show. Man, did I make someone mad in a previous life? Well as if I haven’t been screwed enough. My Polaris pump is not working. I have called the company because it is under warranty. Well Folks, I want to send out a tale of caution and warning. Please do not hire ROOTER ProXpress 6090 North belt Parkway Ste. C Norcross, GA 30071 or 400 Lively Ave. also in Norcross Plumber Norcross, GA | Free Estimates | Rooter ProXpress [*** Link removed ***] OWNER; Ronald Kimpson Being a first-time pool owner, I thought I had a leak around my pool. I called various plumbing companies and only received one call returned. In Georgia, more often than not, they don’t return your calls. My line of thought is, if you have a water leak, you call a plumber. In their ads online they said that they do leak detection. Rooter Proxpress sent out a very nice young man named Jerimey. He looked around and said my Pool Filter was leaking. He then made a phone call and said his supervisor said that was the problem and that replacing the Filter would probably solve it. I also said the valve on my outdoor spigot was leaking and he said he would fix that. He gave me an estimate of $4309. I told them that I did not have that kind of money and he said that the company could arrange a line of credit. After talking to my husband and thinking about it over the weekend, I decided to go ahead and get the credit and pool fixed because I didn’t want damages to get out of hand. I told Jerimy I was nervous because what if that was the not the problem. I tightened the filter and told Jerimy it was no longer leaking. He texted me and said the filter was still the problem and told me not to worry because if that did not solve the problem, he would find and repair the leak at no additional cost. He said he would come out and start the job the moment the pump and filter came in. I asked if I could order the pump and filter, but he said he had to order them because it showed it was installed professionally. Jerimey called me on Friday night and said he was coming out at 9am on Saturday, June 22 and when he wasn't here by 11am I called him. He said the dispatcher called and said I called and asked the appointment be moved to 11am. I did not call nor was I called about the change in time. He finally arrived at 4:45pm and worked until 9:00pm. He did a very good job. He said it would take a couple of days for the filter to run and then I would be ok. He said something about an inside pressure gage, and he could not fix the outside spigot at the time. Which he finally did July 9th after cancelling once and showing up three hours later than designated time. I again asked him for an invoice for the Filter and Pump so I could apply for the warranty. He said he would mail it. I also asked what I was being charged for labor and he did not answer. By this point I had paid for the job $4309 plus the $49 service fee. Hindsight being 20/20, I got to checking online and the pool company that manufactured the Filter cost around $1000(and that’s rounding up) the pump was $450 (So I rounded up to $500) Even at the high end of the prices the pump and filter should have cost $1500 and maybe $100 for the plumbing parts and another 100$ for the sand. So, after fees for the supplies I was charged $2858 for labor. So for approximately 5 hours of work would come to $571per hour. Of course, I still had the leak, but spigot was finally fixed. I paid. I signed a contract, and I made that commitment. I was charged $4358 for the job. The problem I originally reported hasn't been fixed. I called Jerimey and told him the pool was still leaking. He texted me back and told me I needed to have a Leak Detection Company because he was not qualified to detect the leak. At no time prior to signing the contract for the job did Jerimey say anything about having a detection company coming out. After all I read on their web site that the company did leak detection and that was why I called them. Never having owned a pool or having to call a plumber with this problem I thought all leak detections were the same. He previously told me that if the leak was still there, he would come back find it and repair it at no additional cost. After the filter and pump were installed and I still had the leak he said there was nothing else he can do. I called the company and was told there is nothing they can do. I called and asked to speak to the manager four times, and they said the person was in a meeting and would call back. She did not. I finally called the company a 5th time and asked to speak to her and finally reached a manager, her name was Tasha. She talked to me for about 10 minutes and asked me to hold while she checked the information out. She never returned to the call and it was disconnected. I called yet again asking for the Invoice for the Filter and Cleaner pump so that I could submit them for the warranty. They said they had to check with Jerimey Well, the bottom line is this, I accepted based on the verbal arrangement made, which was not written, so my bad. Rooter ProXpress were paid. But I had to call in another company about the leaky pool and repairs. I have learned a very expensive lesson. I took the company at face value in that they believe in quality service and fair prices. So unless you want to pay $571 an hour I would not recommend this company. The original issue is still unresolved and had work you may not have needed. I had pay an additional $500 for a Leak detection Company and have to find another company to repair the original leak. I am pretty sure there is nothing I can do and as they say “Caveat Emptor” Buyer Beware. But I hope this posting will keep you from making the same expensive mistake. The least Rooter ProXpress ought to do is provide petroleum Jelly to their customers. It takes the sting out of being screwed. I have the original receipts, copies of the calls made and copies of the Texts that were sent.

-Based on my own personal experience with the individuals that I had contact with, I wouldn't recommend utilizing this company -Very unprofessional and argumentative customer service style - Managers are unresponsive to customer concerns when it comes to follow-ups -Company party constantly calling my phone to collect a service fee. -Tenisha an alleged Manager is extremely rude and lacks leadership and customer service skills. She displays the mentality of a person on the street arguing with one of her friends. -Technician Damien was extremely argumentative because I asked him to try something he didn't want to try first. He got upset because I was questioning matters. He stormed out of my home much like a child he didn't his way.

Horrible. We wanted to bidets installed on already existing toilettes. The plumber came and informed us they would be 479.00 per bidet. Totally ridiculous estimate. We asked him to leave and he said as soon as he collected his 49.00. Total ripoff. Got the job done for 230.00 total for both of them. Almost 1000.00 for 30 minutes of work. As I said, they were a total ripoff, at least for me.

The plumber was excellent, appreciated his attitude and professionalism. Now the customer service center can use some training. I requested to use a loan to pay for my plumbing services and they opened a credit card in my name without my knowledge. I didn't know the credit card would be opened and it has caused my credit score to drop 70 points. I would recommend the plumbers but not this company. They are crooks and unapologetic. I called to inquire and the agent got an attitude with me bc I was upset with them. She then put me on hold for 20 mins bc she didn't like my tone. Oh well.

Worst experience with a residential contractor ever. The technician was unprepared and unqualified. I called about a clogged drain that I could not fix myself with 15’ home plumbing snake. I was told it would cost me $50 for their plumber to evaluate the problem and if he resolved the problem the $50 would be credited to the final cost.The technician walked passed my plumbing snake and told me he had the exact one on his truck. He looked at the problem and seemed confused. I explained what I had tried. He said he didn’t know what to do and he had the same residential plumbing snake that I did. The line that was clogged is only a 20’ piece of pipe. He suggested he should go and try to rent a 100’ plumbing snake but he couldn’t guarantee he could get one and he charges $650 per hour. I had no confidence that the technician had any clue what he was doing and I was not not going to let him charge $650 per hour while he went looking for the equipment any qualified plumber would have on his truck, especially for a service call for a clogged drain line. I told him no, paid him the $50 show fee and told him I would resolve the issue myself. I informed him and his office of my extreme displeasure with the experience and they said sorry, have a nice day. Worst plumbing company ever.

Quick, courteous, knowledgeable

Bad weather created a problem due to this being a repair to the connection to the water meter, tech was very helpful and completed work quickly and professionally

It was good, but the process of getting the plumber out after missing a phone call should be explained. Overall, the service was good but the beginning was rocky because of the almost cancelled service due to a missed call … I returned the phone call within 2 minutes.

I was very glad of service and excellent job

Everything went fine I will be happy to tell my friend's about your company

I will definitely hire them again.

Done right the first time

Excellent job

Great job.

They were not prepared to do the job did not have the right equipment even when I asked them to bring the right equipment

The technician did a very good and he was very knowledgeable a he did it in a timely manner , I would recommend!!!!

Very professional and fast. I called about a leak and they had plumber to my home within an hour. Highly recommended

Timely and efficient. Explained things in detail. Great!

It was outstanding. Very good and nice young man.

RESPONDED QUICKLY AND SCHEDULED APPOINTMENT FOR THE NEXT DAY. ARRIVED ON TIME AND REPLACED VALVE . FIRST TIME USING THIS COMPANY AND OVERALL A VERY GOOD EXPERIENCE.

I was called by Nina immediately after requesting a pro. Several times in fact within 3 minutes before I was able to return her call. We spoke, I sent her photos to further describe my issue then confirmed she got the pictures after not receiving a timely call back. She confirmed receiving pictures and said they would call but never did. I would not recommend anyone using them and find there rating unbelievable.

The job was priced one way, but the work wasn't completed and the same price was demanded. The work that was done was not completed to code. I was also threatened by the owner.