Business ProfileforRoto-Rooter Sewer Service

I called for a clogged toilet. When they came out they never checked any pipes or cleanouts prior to starting their work despite me offering multiple times. They snaked the toilet and cleared the clog which I was very happy with. Before leaving they asked if it would still be possible to take a look at the pipes. They then informed me that they had broken through the sewer pipe in a few sections (leaving me with no usable plumbing, unless I would like to let dirty water pool in the crawl). When I asked what this meant going forward or how it would be fixed, they let me know that I would be needing to call a plumber and that was all he could really tell me to do. They then proceeded to ask for the payment for this service. Of course, I called the office as I was certain this would not be acceptable. I was informed that they "should be looking at pipes and cleanouts prior to the service but 9/10 people still choose to go forward with the snake regardless of pipe condition, which may lead to this outcome". I can understand the pipe was old, and that if I would have given them the go ahead after inspection, I would and should be held responsible. But the issue is that they NEVER looked, and I NEVER was informed of the risk. Nor was I given the option to stop or continue on. I explained this on the phone and was asked "what I was looking to get out of this call" which is not a very professional response to a genuine customer concern. I stated they I felt like they should be responsible for repairs or at least reimburse me for the payment I already gave them and they refused. This $200 clogged toilet repair now cost me about $3000 in damages and repairs due to what I view as negligence. My father was also upset with the way this was handled and decided to call back and see if he could assist as I am a young/new homeowner. He spoke with ***** who reassured him he would speak with his partner and get back to him. It went 2 weeks with no return call from *****.

******, I apologize for the inconvenience you have been going through. We have talked with you father the same day you sent this in. April 28, 2023. The faulty plumbing /situation has been resolved after talking to your father short time ago. Thank you for expressing your concern, it helps us be a better company.