Business Profile

Plumber

Roto-Rooter

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Pattern of Complaints

Complaints

This profile includes complaints for Roto-Rooter's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

793 total complaints in the last 3 years.
262 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/16/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/23 engaged company to replace an Ejector Sewage Pump in a basement storage room. A slight smell started to come and go at times till it became unbearable on 9/12. The odor was coming from the storage room and when the door was open it was clear that sewage water was being leak from the ejector system and had soaked the fiberglass insulation and wooden studs along with contaminating other items. Called company and Carlos immediately came took pictures informed men he was with the water treatment sister company and that they would be able to have a team come out the next day and clean and treat the room with an anti-bacterial and everything that was non-porous could be saved. The company also sent a plumbing technician ******* who confirm the pipe had not been attached properly and fixed it. On Friday I waited all day to end up calling them at 3:13 to then schedule someone to remediate on Saturday morning making it very clear that it had to be in the morning because I was traveling that afternoon. Again no one showed up but did receive a phone call from a very understanding gentleman that promise that he would have a crew out Sunday morning and if not that he himself would show up after church and do the job and again. Unfortunately, no one showed up on Sunday. Starting calling at 1:29 with a promise that a manger would call me which never occurred. After multiple phone calls, was place to Bernand an area manger on duty who proceeded to tell me that I was lying, and the damage was already there, and they would not be dealing with it. In the interim the alarm in the ejector pit started to go off. I have requested multiple time for them to deal with the situation which they refuse to do so saying that I am lying. I left Adam D**** a message that I needed the resolution to this complaint or would be going through the BBB and hiring someone to sanitize the room and pursuing legal action for reimbursements due to the environmental hazards.
Business Response
Date: 09/27/2024
I've reached out to to this customer mutliple times and no response
Initial Complaint
Date:09/14/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On September 7th I had a technician by the name of Z*** come to one of my homes and install an inline ice maker valve for a refrigerator that I was going to have installed the following day. Upon completion of the task, I informed Z*** that I had a coupon for $100 off the service. Z*** stated that he had already written the invoice and that it could not be changed however I could call the office number on the invoice Monday morning to have the amount taken off the bill. Because of this I went ahead and paid the invoice which was $450 with the expectation that when I did call the office Monday they would be able to credit me the $100. I just want to state that Z*** was completely professional and that my issue is not with him. Fast forward to Monday 9/9/24, I called the number on the invoice and spoke to J**** T**** who stated that he would be able to take off the $100 however he was on his way to a meeting and that he would call me later on that day around 1 pm. In the meantime, he asked me to send him a pic of the coupon to phone # ********** which I did. This is where the problem begins. Of course, J**** never calls back. I thought to myself things happen I understand so I decided to call the next morning. This time I got his voicemail so I left a voicemail to call me back. Again no callback. I called again Wednesday morning and I spoke to a woman whose however I forgot her name. She stated that he usually gets in around 9:30 am and that she would reprint my invoice and put it on his desk to give me a callback. Again no callback. As I stated this is one of the homes I own not to mention various other rental properties in the area. I was looking for a company to service these properties however because J**** T**** failed to do what he said he would in fact do this has led me to do business elsewhere. His actions have cost this company thousands for something as simple as $100 which is a shame.
Business Response
Date: 09/16/2024
there was a refund sent out to this customer on 9/12 for the amount that was discussed of $100 Left a message for customer still awaiting response.
Initial Complaint
Date:09/12/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a sewar back up in my house. I was recommended to Roto Router for the water cleanup and prep work. I was going on vacation at the time so when I spoke to the salesperson A***** K****, we went over everything, and she assured me it will be fine. I advised her that I had no extra funds to get the work done so whatever the Insurance company gave them they would fight with them and if not just accept what was ever given. I kept advising her are you sure I have no extra funds. We went over this 5 times, and I told her I am taking her word for it. She said just sign the contract and everything will be OK! I got back from vacation spoke to the insurance adjuster and he advised me they put things in there that they did not have to do. When I came back and spoke to the contractor, they not only didn't pull up a mildew rug in the closet, but all the cuts were on angels and never pulled out the nails, so I had to pay even extra funds for that. I have pictures to show the incompetent work that was done, and they were only here for 1 day. I did not know it was going to be 19,000 to do a job that was not even completed properly. I feel this company is not only gouging but taking advantage of the consumer. I was lied to when A***** advised me to just sign the contract, and I would not have to worry about any extra payments. Now they are forcing me to pay the 4000 that they did not receive from the insurance company. Should you need pictures of the work that was barley completed I have that! I don’t know how a company salesperson gets away with directly lying to a client they are trying to scam them for money.
Business Response
Date: 09/13/2024
customer does not owe more than what insurance already paid.
Initial Complaint
Date:09/11/2024
Type:Service or Repair Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Contacted Roto Rooter in March 2024 because upstairs washing machine emptied into basement sink instead of draining through pipes. They came and did a camera review and determined the pipes under the basement floor had to be replaced. They did replace the pipes, however, they did not file a permit with the county and did not replace the pipes up to code. (code requires 3 in. pipe and they did not use 3 inch pipe). We contacted them again on 9/5/24 to say the problem was reoccurring. They said they have to replace the pipes beyond the initial repair.
We then contacted another plumbing company. They are the ones who told us the Roto Rooter pipes were not up to code and they will need to replace all the Roto Rooter pipes with 3 inch pipes and go beyond the previous repair. Their estimate was in excess of $40,000 not including restoration to prior condition of carpet, cabinet, stairs, etc.
Initial Complaint
Date:09/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My sewer pipe backed up into my basement. I called Roto Rooter & requested service to clear my pipe. A man from Roto Rooter arrived at my house & said he was here to check the damage. I showed him the clogged pipe. He asked how it happened & what caused it to overflow. I told him I didn't know. He said there was going to be mold in my walls & floor tiles replaced & mold clean up. He said they'd put a camera through the pipe to see where the clog was & clear it & if they need to the pipes might have to be replaced. He said homeowner's insurance would cover it & he'd file the claim. I looked up my policy. He said I had insurance, and he started the claim. Later that evening at approx. 8:00 a plumber came to my house to clear the drain & said I needed to pay him. I told him I already signed a contract and gave payment to his coworker. He said "They always do this; I have nothing to do with that guy. He is the water restoration guy. That is a separate service. They always do this, and homeowner's get upset with me when I show up because they think they paid already." I thought all my service was covered because that's how it was presented to me. He said, "this happens all the time." I called Roto Rooter & explained the situation & asked why I was being charged twice & the representative said I had to pay the plumber. I paid the plumber & asked him if I could use his name when I filed a complaint against the company for false representation & he said yes because "They always do this and its wrong"
The technician's name is J***** B. I called the office & left message that they misrepresented themselves & I want to cancel my contract. I called customer service & told them they misrepresented himself & the service & I want to cancel the contract. I feel they took advantage of my situation & preyed upon me, confusing me into thinking they were providing a service when they weren't. I want out of my contract, and I haven't heard back from them yet.
Business Response
Date: 09/10/2024
This service has been cancelled. Service was cancelled when we originally spoke to customer and customer requested it to be cancelled.
Initial Complaint
Date:09/09/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had my water main replaced out to the street. They were supposed to come back and replace the city sidewalk when the weather got nice because it was replaced in January. September is here and still no sidewalk. I have called in June, July and August and was promised a return call. I even asked if I have to set up an appointment myself and was told no they just show up and do it. I just want the work finished. I have a tacky orange emergency barrier in front of my house for 8 months now.
Business Response
Date: 09/12/2024
Roto-Rooter will replace the concrete sidewalk that was removed for excavation work at ******* ********** home. Concrete replacement to be done the week of 9/16.
Customer Answer
Date: 09/17/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* ********
Initial Complaint
Date:09/05/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Service was requested for a clogged toilet in the ***** **** (******* **) on 8/18/2024. Here's their commitment, "Free estimate & no extra charge for appointments on nights, weekends or holidays". from their website. To make a long story short, the technician (Eric) performed the work (rodded out the toilet) without contacting my agent for approval as requested on a recorded line (which can be provided if requested) and the service was performed at a cost of $309 and only to return 3 days later and advise us that now the toilet needs to be replaced! Worth mentioning again, 3 days later he returns to say the toilet now needs to be replaced at a cost of $1285 due to a flow issue, LOL. They also said since this was a different issue there's no refund or cost adjustment! This is beyond ridiculous, and they would never get another dime from me.

I would not have approved a cost of $309 to remove a clog and requesting a full refund for violating their own commitment of providing an estimate prior to performing any work.
Business Response
Date: 09/07/2024
Good morning *** **********,
We are sorry to hear about your experience with us. We did auger the toilet and cleared the line at $309 with a $75 coupon discount. We apologize for the inconvenience that your agent was not contacted before the work was proceeded. Sometimes unfortunately, we fix one issue then later on another issue could be found which cannot be defined as the same problem. If you decide to go with our services for the toilet replacement, we will be happy to assist you at a discounted price since we augured the toilet. Thank you for your understanding.

Customer Answer
Date: 09/07/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

I did not authorize the repair of the clog! They were called to the resident by ****** ***** and all authorizations should have come from them. Their public statement does not say "sometimes" we perform work without providing an estimate. It's says an estimate will be provided! This is deceptive practice and a full refund should be processed.
They were called to the resident by ****** ***** and all authorizations should have come from them.

Regards,

***** **********

Business Response
Date: 09/20/2024
*** **********,
We will provide a refund for the work provided. The charged amount of $384 will be refunded to your original form of payment.
Thank you,
Roto Rooter
Customer Answer
Date: 09/24/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** **********
Initial Complaint
Date:09/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
About 12 ft. of my vinyl fence was demolished during a lateral sewer repair. The replacement will cost me $1589.10 to replace.

I have attached a writeup that will explain the issue.

The company did make the repair to the sewer.
Business Response
Date: 09/05/2024
The customer was given a refund off the original proposal amount. Roto Rooter was not liable for the fence repair per original contract signed by the customer.
Customer Answer
Date: 09/05/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

***** ******
Business Response
Date: 09/10/2024
Roto Rooter completed the repair to the customers sewer lateral outside their home. The customer was given back $10,000.00 credit. Roto Rooter is not liable for the customers fence.
Customer Answer
Date: 09/19/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

***** ******
Business Response
Date: 09/28/2024
We have refunded the customer $10,000 off the original proposal, the job was completed to customer's satisfaction, Roto-Rooter is not liable for the fence.
Customer Answer
Date: 10/24/2024

I am still not happy with Rooter-Router and some of their personnel. Their inability to contact me about the fence issue after their personnel told me what was going to happen on the job and the number of items that were not done and left up to me to get done and/or fixed.

I received an email stating that I had not responded so my case was closed. That is not true. I have responded in a very timely manner with each request that I received.

I am not the bad guy on this issue. The personnel with Rooter-Router that misrepresented issues included the salesperson, personnel at the job site which included the backhoe operator and person who first responded with statement that they had already reduced my contract price. As I have told Rooter-Router and you, the reduction was made because I met with their personnel and made them aware that I was being charged for an item that did not use. I was told that the personnel on the job had told the company that they had used it. I had three witnesses that said that the item was never moved from where it was laid on my property until it was hauled away.

There statements to me that I said that I was going to replace my fence was made after the backhoe operator took out all of the fence except a small piece at the garage and the pole next to my fence.

I have pictures of my fence before anything was done, during the excavation, while the broken fence laid on my patio and the new fence.

Thanks.

**** ******
Customer Answer
Date: 10/24/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

NO response from my emails or calls. Please contact me and let me know what to do.

I am still not happy with Rooter-Router and some of their personnel. Their inability to contact me about the fence issue after their personnel told me what was going to happen on the job and the number of items that were not done and left up to me to get done and/or fixed.

I received an email stating that I had not responded so my case was closed. That is not true. I have responded in a very timely manner with each request that I received.

I am not the bad guy on this issue. The personnel with Rooter-Router that misrepresented issues included the salesperson, personnel at the job site which included the backhoe operator and person who first responded with statement that they had already reduced my contract price. As I have told Rooter-Router and you, the reduction was made because I met with their personnel and made them aware that I was being charged for an item that did not use. I was told that the personnel on the job had told the company that they had used it. I had three witnesses that said that the item was never moved from where it was laid on my property until it was hauled away.

There statements to me that I said that I was going to replace my fence was made after the backhoe operator took out all of the fence except a small piece at the garage and the pole next to my fence.

I have pictures of my fence before anything was done, during the excavation, while the broken fence laid on my patio and the new fence.

Thanks.

**** ******

Business Response
Date: 10/25/2024
Roto Rooter gave the customer a $10,000.00 refund off the original price. Roto Rooter is not liable for any damages to the customer's fence per the contract signed by the customer.
Customer Answer
Date: 11/01/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Their response - Roto Rooter gave the customer a $10,000.00 refund off the original price. Roto Rooter is not liable for any damages to the customer's fence per the contract signed by the customer.

As I have stated in all my previous responses, Roto Rooter's refunding the $10,000 off the original price is correct except the only reason that they did this was because of all the actions that I took to get it done. If I had not challenged their price. I would have had to pay for something that they were going to use on my job and did not use. I am tired of them referring to this issue that happened and that has been resolved.

My reason for rejecting their claim about the fence is the salesperson stated that the fence would be removed and replaced to the best of their ability. I still have never seen a contract from them for this job because of the electronic tablet that was used by the salesperson. I do not believe that Roto Rooter or Synchrony has provided the BBB with any signed contracts either.

I am investigating legal action against Roto Rooter for the cost of fence repair and any fees that I incur. I do not believe that the personnel involved with this case at Roto Rooter were truthful about what was said to acquire my job or statements that were made about the original issues that took place at the job site

Regards,

***** ******

Business Response
Date: 11/22/2024
Roto Rooter has refunded $10,000.00 to the customer already. Roto Rooter is not liable for the customer's fence.
Initial Complaint
Date:08/29/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
8/23/24
We had called them and asked sewer line cleaning service .they scheduled me 8:15-8:45 pm .8:25 they texted me and told me technician will be late .After 10 mi. They cancelled my appointment.like 15 min passed they contacted me again and said someone will be there around 10ish .10:30 technician arrived and did high jet cleaning and said we need cam inspection to see problem .i said is that included in pricing he said yes .i said ok .Technician scheduled for cam inspection guy next day 8:15 am.Next day no one showed up I contacted them but no one didn’t give shit .They said no one is working today and set another appointment for next day .of course no one showed up again .they charged me $815 for high jet cleaning and cam inspection .i got only cleaning (didn’t do anything ) problem not solved no cam inspection.
Business Response
Date: 08/30/2024
Spoke with customer and went over concerns. Explained position and went over services. Customer has already disputed the payment with his CC company based on us not completing the service that we said we would do. Agreed to not seek payment for this service with the customer.
Initial Complaint
Date:08/28/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My wife and I experienced some clogging in our toilets and a little bit of sewage had backed up in our downstairs shower. We then called our local Roto Rooter to come and diagnose / fix this issue.

Roto Rooter comes out to my property and performs a “rodding out” or so they claim, to remove the clog. The clog is then removed and a field supervisor named Bob K**** comes out to my property to run a camera to see what was causing the blockage. We see a tree root has made its way through my pipe and is causing the blockage. While viewing the camera inspection of my pipes, I noticed my pipes were disgusting. Debris was absolutely everywhere and I have video evidence of this. This was AFTER they so called “rodded out my pipes”. So Bob K**** tells me my only option to fix this root is to spend $8,800 to excavate a section of my front yard. I needed time to think about it and was curious why my pipes were so disgustingly filthy after Roto Rooter just “rodded out my pipes”. Bob K**** repeatedly told me this was my only option to spend $8,800.

I called a local plumber for a second inspection and I showed him the video from roto rooter. There was absolutely no need to spend $8,800 as he told me he could rod out the tree root without any problem. He told me I have multiple options and he would not excavate for this. Bob K**** of Roto insisted I spend $8,800 to fix it as this was my only option.

I had the second plumber out to rod my pipes out and he completely removed all debris and the root within 30 minutes.

How is it, that roto rooter “rodded out my pipes” left it looking TERRIBLE and insisted I spend $8,800 to remove the tree limbs. Then another local plumber who actually rodded out my pipes CLEARED THE ENTIRE PIPE OF ALL DEBRIS INCLUDING THE TREE LIMBS. One plumber fixed all my issues with rodding out my pipes while Roto Rooter claimed to rod out my pipes and left me with a mess and a $8,800 invoice! Roto rooter tried scam me in every sense of the word.
Business Response
Date: 08/29/2024
On 7/2/2024 the customer contacted Roto-Rooter for the 1st time due to the floor drain in the laundry room backing up as well as the basement
shower backing up. This is a clear indication the main sewer line for the
property does not have sanitary flow, i.e. sewage is not emptying into the city
sewer but is holding in the property’s pipe entirely to the point it is
overflowing into the property. It’s important to note here, the Illinois
Department of Public Health requires all properties set for human habitation to
have proper sanitary flow. As the property is a residence, returning sanitary
flow is the priority in this circumstance, i.e. stop the line from being full
of sewage and overflowing into the home and allowing it to drain into the city
sewer as it’s required. For this reason, rodding the main sewer line was
recommended and accepted.

During rodding service, the property met qualifiers which
could indicate an actual compromise of the line as the cause of blockage
formation vs a simple clog. For this reason, the technician requested a Field
Supervisor to camera the sewer line to further inspect. Roto-Rooter camera
services are typically a $695 service charge in addition to the original
service charges; however, as a courtesy to our customers with compromise
concerns, we waive the charges and provide the camera service at no additional
cost so they can be aware of the condition of their property and the associated
risks.

Viewing the camera footage confirms that flow was restored
with rodding and evidences the main sewer line of the property is compromised. *Link
for viewing at the end of this response. It is important to remember, prior
to Roto-Rooter’s service, the sewer pipe was so full it was overflowing into
the home, i.e. no drainage to the city sewer. Footage confirms the line was no
longer full, nor overflowing, and was draining properly after rodding service, with
a compromise present. The customer’s own statement further confirms flow was
restored with rodding. This compromise, aka poor condition, is the cause of the
backup/blockage formation, return/repeat backup/blockage formation, and the
sewage holding in the line vs draining away. No service provider is responsible
for the existing condition they find a property in. The property owner is, and
will remain, responsible for the condition of their property and any repairs
needed as a result of the condition.

To explain further, rodding is not the method for removing a
root infestation due to the increased risk for damage and lodging. Should the
blade on the cable get lodged on a root in the line, unable to be retracted,
the property owner is solely responsible for the excavation costs to remove as
performing rodding service isn’t negligence nor is the company responsible for
the root presence responsible for the lodge – it is existing to the property
before they arrive; therefore, it remains a property owner responsibility.
Hydro-jetting should be used from an outside access only (to prevent flooding a
home, which this property does not have) to clear roots entirely without any
risk of damage/costs to the customer. Roto-Rooter does not take these
unnecessary risks with our customers when sanitary flow (a health code
requirement) has already been restored. Unfortunately, finding an alternate
company to take this risk does not evidence their superiority as this customer was
led to believe and is attempting to claim here.

Additionally, the pipe is damaged and does require repair.
Failure to do so will result in continued backups requiring consistent rodding
efforts. Not only from the separation(s), which is not normal and a health code
violation, but also from the roots entering the line. The main sewer line only
has 2 access points, the entry at the home and the exit at the city sewer (or
septic tank depending on system). We can say with certainty there is not a tree
growing in the home at the entrance, nor is there a tree growing at the exit.
This means the roots are entering/poking through the sidewall or the
transition. Example: If you poke a hole in a sheet of paper with a pencil
and remove the pencil entirely, there are still rough puncture marks where the
pencil poked through. This is what is happening on the internal surface
wall of this line. When debris, like toilet paper, feces, food particles, etc
pass those puncture marks (and offsets caused by the separations) they get
stuck. Every toilet flush, dishwasher load, shower, laundry, etc. results in
debris entering the line. As more debris passes, more debris gets stuck. This
inevitably results in another full blockage forming and backup occurring
requiring more drain clearing services. Rodding does not fix the condition of
the pipe itself.

Please also keep in mind, a separation in the sewer line
means the 2 sections are not entirely connected resulting in raw sewage leaking
into the ground. The ******** Department of Public Health Code requires all
discharge lines for sanitary waste to be properly connected to the city sewer
system or private system (septic tank) to prevent exposure to raw sewage into
the surrounding land. This property’s existing system does not prevent raw
sewage from entering the ground and requires repairs to met their code requirements.

Roto-Rooter provides a full resolution to plumbing/health
code requirements, not a temporary fix. Rodding is a temporary fix in this
situation. Rodding clears the current blockage, it does not correct condition; it does not prevent raw sewage
from entering the land due to separations. To permanently resolve the issue at
this property a pipe repair is required.

Hopefully with this full explanation there is a better
understanding of the condition of the pipe itself and how that condition, if
left unrepaired, will be the cause of continuous blockages and backups at the
property as well as the cause for raw sewage seeping into the surrounding land.

Roto-Rooter disclaims responsibility for defective/damaged
lines and the consequences of. Roots & separations are a prime example of a
defective & damaged line. As footage confirms rodding service was successful
at restoring sanitary flow and the additional compromises with condition are solely
a property owner responsibility, Roto-Rooter will not consider a refund of the
rodding charges at any time.

With that said, as a courtesy to our customer, we are happy to
apply the rodding charges towards the proposal costs for the necessary repairs.
This offer will remain valid for 30d. If the customer would like to accept this
offer they can contact 800.GET.ROTO (###-###-####) to schedule.

To clarify very simply:

Rodding occurred and was
successful at restoring sanitary flow. This is verified by footage.

There were remaining roots
present after rodding due to risk of lodging from continued rodding with
significant root presence. Roots did not remain because rodding didn’t
occur and roots did not remain because rodding wasn’t successful.

Repairing the sections in
poor condition are absolutely necessary due to exposure of raw sewage into
the ground being against the ******** Department of Public Health Code.

A refund of rodding
charges will not be considered as footage confirms rodding restored
sanitary flow, the customer’s own statement confirms flow was restored
with rodding, and footage confirms the line is compromised with a compromise
that is responsible for causing backups & a health code violation.

The offer to perform the
necessary repair, minus the cost paid for rodding, is extended for 30
days.

*Link for viewing footage: ****************

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