ARS / Rescue Rooter Salt Lake City

It was good

DO NOT USE THIS COMPANY!!! Absolutely the worst service received, it was a complete waste of our time and money. We called on a Tuesday and were scheduled for a service member to come the following day. After the appointment time lapsed we got a call saying they needed to reschedule us. They rescheduled for Saturday morning. The plumber was nice, but came in to our home completely unprepared and didn't have any of the tools or supplies he needed which resulted in numerous trips to his truck and home depot over the span of 4 hours. He insisted on cutting our shower wall without any way to repair the hole or any recommendation on who could fix the hole he made. That evening when I went to shower I realized he had left the piping sticking out of the wall a full inch, which meant the bathtub faucet was unstable and difficult to change from bath to shower. It also meant that our shower wasn't usable without leaking water into our wall and causing further damage. I called during business hours that following week and was again assured a team member would be to our home the following day to activate their one year warranty. Again they tech never showed and after the appointment time lapsed we received a call to reschedule to the next day. This happened 3 days in a row, we left work early to be home to greet them and let them in our home and they no showed 3 days in a row. Absolutely ridiculous. Another tech finally came to reassess the problem and decreased the pipe length partially but still did not get the pipe flush again the shower wall. the faucet is now even harder maneuver and barely can transition from bath to shower. He told us to give it 24 hours for the calk to cure, which completely fell off with the first shower 36 hours later. Nevermind we can now see he increased the size of the hole in our shower wall, which was not disclosed to us during the appointment whatsoever. I am still waiting for a call back from accounting as they guarantee your money back if they can't make it right. I would say to service team members and 5 appointments later for a simple shower faucet is more than enough chanced to make it right. Absolutely awful service.

The job is incomplete! Customer service is how I judge every company, store where ever I spend my money. This company failed to finish the promised task and I am now looking for a Lawyer. Not finishing the drive next door is unacceptable! In fairness, they did not charge me for the main drain

I will never use Rescue Rooter again after they sent an incompetent plumber to clear roots from my home’s main drain as he ended up costing me $1865.00 in damages. I switched to Rescue Rooter (after using a reputable company (Remarkable Rooter) for years) as they had a $87 special (and now in retrospect what a mistake since it ended up costing me a lot more). The last couple times (2014, 2015) worked out fine. However this year (late 2016) the guy they sent (Russell W.) made several big mistakes. He had a problem getting the clean out cap back on so he hit it very hard over and over with a wrench. I asked him is that going to break the iron pipe? He said he has been doing it for the three years he has been doing this and never had a problem. It seemed OK and I put the washing machine back. Six weeks later I happen to discover that it is leaking and had been doing so without my knowledge for quite some time. The Rescue Rooter guy in his arrogance broke the cap and pipe. It was a new cap I had put in myself several years ago and neither myself or any of the other plumbers had ever had a problem with it. It was now past the 30 day warranty period (note that in 2014 the warranty period was 90 days and in 2015 it was 60 days) so I called a different (more reliable I hoped) plumber. The cost to put in a new cleanout pipe was $135 but it turns out the pipe further up from the cleanout was cracked and leaking also from the wrench banging which would be $440 to fix. In addition the clean out leaked through the drywall to an adjacent bathroom and in order to remove the sink and vanity to dry the area I needed them to replumb that at $325. At that point I just wrote a negative review here (since deleted in trying to work this out with them) and left it at that. Then a little over 3 weeks later one evening the basement main drain (the one I have cleared out each year to avoid this) backed up and flooded two rooms. How could this have happened if the tree roots were cleared out? I called old reliable Remarkable Rooter to come out on an emergency basis after hours ($290). I watched as they started working on it and when they hit the obstruction (tree roots) it was pretty significant and they had to work on it to clear it. It seems that Russell not only broke the pipe but he didn’t actually do the job he was hired to do! The next day I had to call disaster mitigation specialists to come and disinfect and professionally dry out the affected areas. Three days of blowing and dehumidifier machines to dry out and hopefully prevent mold at a cost of $675. It was at this point I wrote to the manager of Rescue Rooter explaining the situation and asking for a total of $1187.00 reimbursement which included their visit fee, the cost to replace the clean out pipe and after hours plumber and emergency service as a result of their negligence. He came out and looked at things and then said he would refund me the cost of the visit and clean out pipe ($222) . He gave numerous reasons which essentially blamed the customer for not wanting to reimburse for the rest. I rebutted every reason he gave and although I thought I was being reasonable for only holding them responsible for $1187 out of a total of $1865, the facts and evidence of the matter are that we have lived in the house for 11 years and have someone come every 12 months to clean out the roots to avoid a flood and the catastrophe and costs that incurs. When the job is done right, they don’t have to come back and we don’t have to have someone come back again for at least 12 months. This includes two prior Rescue Rooter plumbers who cleaned out the roots for us in 2014 and 2015! I am wondering if the company reduced their warranty period to reduce their costs to cover expensive mistakes. After I received the check for $222, I then proceeded to lodge a complaint with the Better Business Bureau. A corporate representative of Rescue Rooter from another state contacted me via email and we spoke on the phone. Their formal response to the BBB of the exhaustively detailed and documented BBB complaint was baffling, so much so that I contacted the person and asked did they get all the documentation from the BBB and they responded that they did. They didn’t address my concerns in the letters about why I hold them responsible for the flood. The BBB complaint is closed as unresolved. As I stated in the intro, this is all I can do now and explain what happened and be left holding the bag for almost $2000 worth of damages.

Things went well and quickly. They responded quickly and fixed our sewer drainage problem. They found out what was causing the problem. They took got the city permit quickly and were able to repair the sewer pipe in a timely matter. They had someone replace the section of sidewalk they had to remove to do the work.

Rescue Rooter was able to have a plumber at our house within about two hours. In our circumstance this time frame was acceptable. People were all going to bed so no one was flushing any more toilets to make the problem worse. The plumber helped me look for a clean-out valve, but this had been made almost inaccessible by amateurs installing a shower. My other choice was to have him remove the toilet and do the work through that drain, then replace the toilet. There was about a $120 charge for this. Once the plumber arrived it took him about two hours to remove the toilet, clean that drain, clean an overflow drain next to it, test that the drains were running well, replace the toilet, then test that it was installed without leaking. The plumber was polite and professional. We got a senior citizen discount and a AAA discount.

Very quick and highly professional work. Determined by camera inspection that my line had not collapsed, but I had a multitude of root penetration at many joints. Installation of continuous liner would resolve the problem. Started work immediately with a large, well equipped crew. Finished the entire project one day after initial call. Expensive, but very skillful and well done work.

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Excellent.  Saw with camera the line was cleared.  Also learned I did not have any roots in my line and considering how old

the house is was pleased with their honesty and professionalism.

The toilet backed up after they came out to repair. I assumed that something was in the line. We turned the water off first thing. The water flooded out into the hallway. We informed him to not touch anything until we got there but instead he went in there anyway. She quoted us 88.00 over the phone and when they got there they quoted us 450.00 and then offered to give us a deal for 250.00 to get the project completed. We had to ask him to leave. My manager informed me that water was flooding everywhere. He is the one that caused the flood. They all lied to us

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It turned out fantastic. It took them a day. I think they were just great. They were quick and pleasant to deal with. They didn't make a mess and cleaned up after themselves. They just were really good.

It was a Sunday and I called around to many providers and this company answered the phone and sent someone over within the hour.  The main sewer line was clogged with roots.  This had caused a major flood in the laundry room while running a load of wash.  The provider was friendly, helpful and he cleaned up after himself.  After he had cleared the line, he got an expert from his company over to the house (this is still Sunday, mind you) to give advice regarding the infrastructure and condition of the sewer line for future consideration and repairs. Both techs were very helpful and knowlegable.  I would use them again.

I found the sewer backing up in my basement and needed someone quickly.  I called the 800 number and they said someone would be out in an hour.  10 minutes later I received a call from a lady who told me the technicians name and said he would be out in an hour.They were true to their word and he arrived on time.  He (Bryan) checked things out and said he would probably have to remove the toilet to clear the drain, if he couldn't reach it through the exterior drain access. (?) Really?  Luckily another Rescue\Rooter technician arrived (Josh) and suggested that he clear the drain through the stand pipe on the roof.  The job proceeded and was satisfactorily completed; it seems there were tree roots clogging the drain.  The job was completed and the drain cleared.  However, without the second technician telling the first what to do at about every turn, I would have probably had a bigger mess on my hands and more problems.  I'm glad the job was finally done correctly but ai think a bit moere training is needed for the original technician.  (even I know you start with the stand pipe)   Yes, I would probably use them again in an emergency because of the response time but not for a non-emergency situation. Or rather, I would use Josh (Id give him an A) again but think Bryan (I'd give him a C) needs some training in his craft.

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A young man, Stetson P., found out that the clean-out was unreacheable, so he removed the downstairs toilet, and snaked the sewer line.  (He wore disposable covers on his shoes and laid down a mat, by the way....very neat and tidy.)  He showed me the roots when he recoiled the snake.  It was so bad, that he called in a partner, who was also there within minutes, to get a camera into the pipe so we could see if there was a breach in the sewer pipe.  There was a very obvious one.  We went out into the front yard, where he was able to use an instrument to detect the breach.  Turns out it is right where there has been increasing erosion and sinking of our property.  This second gentleman then gave me a rough estimate ($5,000) to fix it, but encouraged me to do my research first, before committing to a course of action.

Basement show signs of flooding (we noticed it in time) so we called Rescue Rooter. They came out on the weekend said the charge was the same. $300 to do the rooter but it got stuck. Much to our surprise we have a sump pump hidden in the bedroom. Came back the next day and fixed it. The service was OK - they didn't leave us dangling but we feel they overcharged us. Time will tell if they put in a quality sump pump (they say they did).

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RR wasn't the cheapest bid. but offered to do the work with as little disruption as possible to my home. They explained every step clearly, and came when they said they would. I also appreciated details like them wearing shoe coverings inside my house. In the process of digging up my lawn, one of my sprinkler lines was broken, which became evident in the spring--plus the turf was damaged, and I ended up with a big depression in my lawn. They came out and fixed it, but it did take a little longer to get this job scheduled, and my lawn still has a sizeable dead patch. However, overall a decent experience.

When Rescue Rooter shot a liner through my sewer pipe in 2007 ($10K), they did not shoot the liner all the way to the city main, as their contract stipulated they would.  In 2014, my nose-on cracked and needed to be replaced--which would cost me another $10K.  Rescue Rooter acknowledged that they were responsible for fulfilling the terms of their original contract, and performed the nose-on replacement at no charge to me.  It took some discussion, but I was impressed by Rescue Rooter's professionalism throughout, especially that of head plumber Nate Rasmussen.  I am satisfied with their integrity in this unusual and potentially contentious situation.

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