Apollo Rooter

"Ms. [Member Name Removed] was not our customer in this situation, we were hired by a contractor who was flipping the home for re-sale. The Contractor asked us to clean the sewer line as he was wrapping up final renovations, but several weeks before the home was occupied. The contractor had previously done a camera inspection that indicated there was debris in the line that the camera could not pass. We thoroughly cleaned the sewer line with a cable and 3.5" cutter from the roof vent access for 150', cleaning the line 2 times. The contractor, our customer, was present at the jobsite while we worked and saw that we were cleaning the line thoroughly. The cutter did go the full 150’ of cable length & everything appeared great, with no signs of problems in the line, so another camera inspection did not seem to be needed. The cleaning seemed to take care of any problems the initial camera inspection had encountered. Weeks later Ms. [Member Name Removed] purchased the home and moved in and apparently the sewer did back up. We don't know what happened at the property between the time we cleaned the sewer line and when the sewer backed up. In the end, Ms. [Member Name Removed] remembered she had a home warranty so she decided to use the home warranty to service her home. Our customer was present on the jobsite when we cleaned the sewer line. He saw our thorough work and the sewer was draining fine. What happened after we left the property and while Ms. [Member Name Removed] was living at the home in unknown. We did the job that our customer asked us to do."

"Thank you for taking the time to write a review. We appreciate your business and look forward to serving you again."

"We appreciate your review. We do strive to offer the best drain cleaning service we can for a reasonable rate. In comparison to the large chain plumbing companies our prices fall far below their rates. Blake has 29 years of drain cleaning experience and feel he is extremely knowledgeable at his career. We apologize if there was something in your service call that you feel was not attended to or completed in a timely matter and correctly. Please feel free to contact us to discuss your individual service call work and what you feel we could improve. As a small family owned and operated business we do have days where we struggle to arrive on-time to scheduled appointments. We currently only run 1 van and so if there are set-backs or delays at a job, it can unfortunately delay the rest of the jobs throughout the day. When this occurs we do try and contact each customer who is still waiting for our arrival, to explain the situation and to update them on the arrival time. We apologize if we did not keep in contact with you on your service date to keep you aware of the serviceman's arrival time. We hope you will feel inclined to try our company again in the future. Thank you for your review."

"Thank you for taking the time to write a review. We are sorry that you were not satisfied with our continued service. We have serviced this jobsite multiple times over the year. The home has a history of backups in both the sewer line and various branch lines. This home has a unique sewer layout with many unknowns. (A standard sewer pipe in a standard home has one 4" sewer line, one 3-4" sewer roof vent access, and is less than 150' in distance.) This home has two sewer pipe roof vent accesses, the total distance of the pipe is unknown, the direction the line runs outside of the home is unknown, and where it meets the city line is unknown. There are many unknowns that make this jobsite more complex. When we service a standard home with a standard sewer line it takes us about 45-50 minutes to complete the service call. When there are complications or unknowns, it takes time to work through those additional factors. It has always been our policy for 30 years to charge for additional time over one hour and to charge by the drain. We could charge $500-$1000 per job like some of the huge franchise companies regardless of whether the job takes 45 minutes or 4 hours. Or we can charge $120 per hour so those jobs that take only 45 minutes can benefit from the savings and those jobs that take 2 hours still only cost $240 compared to the hundreds of dollars the franchise companies charge. We have a previous sewer history at this jobsite of cleaning the sewer line from one access, only to return a few weeks/months later to clean another section of the sewer pipe because another new blockage has formed. Unfortunately, the blockages have not always been consistently in the same spot in the pipe. Our most recent service call did take 2 hours of labor so that we could be thorough and clean both vents and the entire pipe from the furthest pipe to the city junction, thereby giving the homeowner a longer interval between cleanings and stressful backups. We are one of the few companies that offer to clean a sewer line from the vent, where possible. (If the pitch is too steep, or weather dangerous we will decline the vent option). The franchise companies will not even attempt a roof vent access due to liability issues. Blake did take a few minutes to try and locate the outside cleanout in the yard, but he did not charge the homeowner for the additional 20 minutes he spent trying locate the cleanout. On more than one occasion, our previous job history at this house shows that it has taken over one hour to clean this complex sewer line. The many factors of the sewer system here take time to work with. In the past the homeowner has not complained, and has understood that it takes time to do a thorough cleaning on his system. He has previously been charged for time over one hour, paid the bill willingly, and called us back for repeat appointments. We are not sure why this time he was not satisfied with a thorough cleaning of his whole sewer line from the furthest vent to the city junction so that he could get the longest interval possible in between cleanings. Thank you for your review. I hope you will understand our desire to be thorough at our job, yet still be fair to our technicians who must work within the parameters that complex sewer systems sometimes contain."

"Thank you for your review and the opportunity to serve you and your household."