I called at 11:35 pm with an emergency plumbing need, willing to pay extra if needed for service. At 2:30am, no service and no contact by tech or any person connected with Roto Rooter to let me know. I called at 2:30 am and told that an email was sent to the office. Just tell the customer by mid nite that you cannot provide the service and maybe I could have gotten someone else! Shame to lose customers isn’t it? User's recommendation: Be frank.