rrs.nl

CATASTROPHIC Emergency Service, Staff Rudeness, and Utter Lack of Professionalism.

​Body: I am writing to detail a completely unacceptable and catastrophic experience following a major sewage backup emergency at my home on November 6th at 9:00 PM.​Key Points of Complaint:​Failure of Emergency Response (Misleading Advertising): Despite advertising 24/7 service and using the designated English line, the initial employee stated that our rental company (Yemere, Almere) did not have a contract covering emergency call-outs outside regular hours (8:00 - 17:00).​Lack of Professional and Human Empathy: The employee callously suggested using the attic bathroom until the next day. This was despite being informed of an urgent medical situation: my mother, a post-surgery patient, was confined to bed and unable to use the stairs, requiring immediate access to a functional toilet.​Unjustified Delay and Prolongation of Crisis: After finally agreeing to dispatch a technician, an arrival time of within two hours was promised. This was subsequently extended by a full hour, causing the technician's actual arrival to be around midnight, significantly prolonging the crisis and potential damage.​Abusive and Contemptuous Technician Behavior: The technician called en route and claimed he had an earlier appointment in Utrecht, causing an additional 1.5-hour delay. When I attempted to explain the severity of the flooding (multiple overflows reaching the hallway, and strenuous efforts to protect the parquet floor), the technician responded with extreme unprofessionalism and contempt: "That is implausible, I am the expert and I know more than you; your story is illogical."​Direct Customer Insult and Accusation: Following my affirmation that I was being truthful about the situation (despite having not used the facilities), the technician made a shockingly offensive and baseless accusation, stating: "Yes, you must be lying." This is an utterly unacceptable violation of professional conduct and customer respect.​Internal Complaint Procedure Failure: When attempting to file an official complaint regarding the technician's behavior, the female employee who answered claimed she could not understand my issue and stated she was the only staff member working, effectively blocking my attempt to file a formal complaint.​Conclusion: This was a dangerous, disrespectful, and incompetent service experience from start to finish. The combination of failed emergency response and direct verbal abuse from your staff requires an immediate and serious internal investigation. I strongly advise against using RRS based on this catastrophic encounter.NEW POINT: Complete Service Failure and Misrepresentation​Zero Resolution During Emergency Call: Upon arriving at 1:30 AM, the technician inspected the toilet and declared that his equipment was only for toilet blockages, not for the blockages affecting the rest of the sanitation system (shower, kitchen, etc.).​Negligent Outcome: He stated there was no immediate issue with the toilet itself and, despite the obvious ongoing flooding in the house, declared he could not assist and that we must book a new appointment for the next day.​Conclusion of Visit: The result of a 4.5-hour wait for an emergency call was that the technician confirmed the issue was too severe for his limited "emergency" equipment and left the property without offering any solution.​Final Conclusion: This was a dangerous, disrespectful, and incompetent service experience from start to finish, culminating in a wasted emergency visit that provided zero resolution. The combination of failed emergency response, direct verbal abuse, and a technician being dispatched without the necessary tools for the described problem requires an immediate and serious internal investigation. I strongly advise against using RRS based on this catastrophic encounter.

Date of experience: Nov 06, 2025