RDB Remodeling Group

"Margaret and Shawn, From the moment this situation occurred, I had directly expressed my apologies for the issues that arose during your basement remodeling project. My team worked hard for you and we're happy and proud to give you the finished basement that we designed and built together. Replacing your water supply pipes and remodeling the upstairs powder room, along with other upgrades, did extend the timeline. Once completed, we all agreed that the final product and finishes looked great, so it is difficult for all of us when something like your sewer backing up happens. However, after the 8-month duration between when our new pipes were installed to when the backup actually happened, neither our company nor the plumbing company was negligent in causing this issue. Prior to our start of work, you hired a local sewer contractor for the water service upgrade. You told me he could not comment on their condition other than they are older, bedded in cinders, and could possibly need replacement. Once our plumbers broke thru the concrete, you asked them their opinion on the condition of the pipes. Our plumbers showed both you and me the existing pipe at the two opened areas. They explained that they could only say that the existing pipe at the two connection points looked good, and was solid and intact, but could not in any way comment on leaving or replacing the unexposed piping because these pipes are hidden under the basement floor. You mentioned your plans on moving within 10 years and approved using the existing pipes as written in our agreement. This plumbing work was then completed and passed by the local building inspectors. As soon as you called and told me the drains had backed up, I came over right away. It appeared that about a gallon of water had surged up thru the two (2) floor drains, then cleared and went back to the main sewer under the street. I cleared out a little toilet paper and a full sheet of paper towel from the mechanical room floor drain. From what you told me this surge of water was a single, one-time event. To be fair to both of us, I called in a neutral third party sewer contractor to perform a camera inspection and hydro jet of the sewer line. They determined that at the time the sewer was functioning and clear of any obstruction, but there was a slight drop in one pipe at the front of the house foundation wall. He would not say this was or was not the problem but provided a price to replace this section at the front of the house. He also said there was a good possibility that the combined city sewer was overwhelmed at the time your sewer surged then cleared away on its own. Even though this was a hidden condition, I said I would still help make the repairs to this area. You declined and hired your contractor to tear out the basement floor and laundry room floor tile at the rear of the building to replace the entire sewer line. Even after the sewer was replaced with PVC, you called to report that some toilet paper still settled in the p-trap of the mechanical drain. I came over with the plumbers and we made an adjustment to stop backflow to this drain. We do a good job for our customers and at times it is not easy. When issues arise I always try to make the best decisions to make things right. I appreciate all of my customers and the faith and trust they have in me. I strive to put the customer needs and wishes above the money we charge for our services. Although we were not at fault for the sewer backup, our company did offer to help with the work necessary at the front area of the basement, but would not participate in the purchase of new floor tile, carpeting, replacement materials, and painting to replace the entire sewer line. I'm sorry we could not agree."