On 8/19/2008, we called Roto-Rooter to investigate a leak coming into our garage. They determined the mainline into the house had broken. They dug a trench at the outside wall of the house and replaced bad sections of pipe. The cost was $540.
Two days later, water resumed spilling into our garage. Roto-Rooter came out again, dug a hole in the same place, said the previous technician had done an inadequate job, and patched it up at no charge. (We did not receive an invoice of this visit. However, we tipped that technician with a check, suspicious of why we would not be given an invoice. That check has been cashed and we have record of it at our bank. The tech did the work by himself.)
One month later, on 9/11/08, water again began leaking into our garage. Once again, Roto-Rooter was called to make the repair. (Their own technician said he didn't believe the previous technicians were qualified to make the repair.) Whatever the case, they destroyed our new landscaping, dug a hole in the exact same place, and fixed the problem under warranty.
Then on 7/28/09, water again began leaking into our garage. We called Roto-Rooter again. The technician diagnosed the problem and immediately said the work would be covered under warranty. I gave him permission to dig a hole and repair. After digging a new trench in the exact same place, destroying our landscaping again with a large tractor, I happened to walk outside to ask them about progress. The busted pipe has already been removed, and the technician said the problem was not under warranty, even though they had already began repair work. I had no way of verifying this claim. The trench they dug was the exact same trench before. They then informed me that this would continue to happen unless I installed a new kind of pipe. (I was not told this on previous visits.) I paid $650 (invoice 214195) for this repair. At the time, I wanted to call another service, but felt pressured to use Roto-Rooter because the problem had to be fixed and the hole was already there.
Two days later, water began leaking into the garage again. I called Roto-Rooter. The tech determined that the hole they drilled into the garage needed to be sealed. This hole was created a year ago by their own technician, who apparently didn't patch the hole to prevent water from spilling into the garage. The tech at the time we would not see any problems with it. There was no charge for this visit. Roto-Rooter has refused thus far to hear out my complaints in an in-depth manner. Diane, their rep, has called, but she is clearly not interested in understanding the history. They won't even apologize for the first two visits! They refuse to honor their warranty.
Corporate Roto-Rooter says they have nothing to do with it. Whatever!