I was introduced to Rapid Rooter for a septic inspection and had a great experience, which is what led me to reach back out for a much larger project. Unfortunately, my experience the second time around was very different.
To schedule an appointment for Chad to come out and discuss the scope of work, I had to follow up on my original email three separate times before an appointment was finally confirmed. I was initially given a two-hour arrival window and told someone would follow up to verify the appointment details. That follow-up never happened, so I had to reach out again. The appointment window was then moved to a later time, only to be moved back earlier because Chad was running ahead of schedule.
During the visit, Chad explained that due to an incident he didn't have the necessary equipment to test the water on-site. He assured me he would perform the testing once he returned to the office that afternoon and follow up with the results. I never heard anything. Five days passed without any communication from anyone at the company.
I ultimately had to reach out myself to obtain the estimate. During the appointment, I specifically requested two separate estimates outlining two different scopes of work, and Chad agreed that would be no problem. When the estimate finally arrived, it only included one portion of the project. The second estimate was completely omitted.
I followed up regarding the missing scope, and Chad responded that he would write it up and send it over for review. Unfortunately, that estimate never arrived either.
What makes this especially disappointing is that I genuinely wanted to work with Rapid Rooter. I value supporting local, family-owned businesses and had every intention of moving forward with them based on my initial positive experience. Chad is extremely knowledgeable and clearly knows his trade. However, the communication, follow-through, and overall project management fell far short of expectations.
Ultimately, I spent a considerable amount of time following up on appointments, test results, and estimates that Rapid Rooter had committed to providing. Despite repeated follow-ups, I never received everything needed to move forward with the full project.
After sharing this experience in a review, the situation became even more concerning. Rather than addressing the communication and follow-through issues I outlined, Chad repeatedly contacted me after the review was posted. As shown in the attached screenshots, I received approximately 15 phone calls within about eight minutes, along with messages stating he was "on my way to the house to discuss this in person" and later, "Let me know when you're ready to talk like a real man."
For context, I am a woman.
I believe most customers would agree that repeatedly calling a customer, stating you're on your way to their home after they leave a negative review, and sending messages like these is not an example of professional communication. If the goal was to demonstrate that my review was inaccurate, these actions unfortunately accomplished the opposite and reinforced my concerns about professionalism, communication, and customer service.
I wanted to support a local family-owned company and was hopeful that my initial positive experience would lead to a long-term relationship. Unfortunately, the lack of communication, failure to follow through on commitments, and the conduct that followed my review made that impossible. My review is based entirely on my experience, and the attached screenshots and call logs speak for themselves. read more