#1 clogged perfectly clear main sewer line
#2 almost cost me $6000 in unnecessary repairs, not including reflooring
#3 did not know which direction our main sewer line ran
#4 lied about contract language in an attempt to pursuade us to spend more
#5 left 2 homes w inaccessible drains/toilets
I called them for an emergency clog issue and they scheduled me the next day. During the window for my appointment the next day, the company canceled stating an emergency situation. With difficulty, (because none of their phone numbers seem to work and there are 3 different ones) I rescheduled for the next day. By then, I had resolved the emergency clog issue, but I kept my appointment anyway to have the pipes snaked just in case. I have two separate homes that sit on the same main sewer line. The tech snaked the toilet in the main house first, and then brought a machine to snake the 3 cleanout from the inside wall for that toilet. He informed me that it went about 30 ft. The tech then went to the guest house but did not snake the toilet. Instead he used the same machine and went through the 2 cleanout, which happened to be in the back alley on the back of the guest house. Unfortunately, the tech got the snake cable stuck in the pipe (because he was unaware of which direction the sewer line actually ran, the snake he used was too small for the main sewer line which is why it coiled on itself). Now the tech has to call a field supervisor (FS). While waiting for the FS, the tech admits to me he pushed the snake 40-50 ft and had to push through a few difficult spots, but thought he was snaking toward the main house. Our main sewer line actually flows from the main house, to the guest house, to the back alley. There is a manhole cover just 10 ft from our property in the alley, which is marked sewer. There is a clear separation of concrete where the main sewer line is located in the alley and also where it connects to each property. The tech also mentioned that he could've broken the pipe with his machine or possibly roots blocked the pipe, but we just have no way of knowing. The FS snakes a camera into the 3 cleanout from the main house. He finds the snake clog which appears to look like a twisted, knotted, pretzel mess. There was nothing noted on the camera on the way to the snake clog, however the FS cannot get the camera to pass the snake clog. The FS snakes the camera into the 2 cleanout from the back of the guest house. Again he finds the snake clog but again the camera cannot pass through. Again there was nothing noted on the camera on the way to the snake clog. The FS and tech are pulling on the snake as hard as they can but it doesn't move. The FS uses a wand to locate the exact location of the snake clog from above ground. He tells me it's just below my guest house bathroom floor (wrong) and the tech attempts to reach the snake clog from the shower drain (wrong) but fails. The FS tells me that because my pipes caused the snake to clog (wrong), I was financially responsible for the work that would be required to now release his machine. He quotes me $6000 and tells me he has to jackhammer and dig a 4ft x 4ft hole, 4ft deep in the ground to get to the snake clog. And I'm responsible for the reconstruction of the guest house bathroom flooring because Team Rooter does not do floors. The FS also informs me that there is fine print in the contract that states the owner is liable if a snake gets stuck in their pipe (wrong). The FS and tech sat around waiting while I called my husband and searched for an immediate second opinion. I overheard the FS tell the tech I would do the same thing if I were her. The FS and tech yanked so hard the remaining steel cable actually broke away from the snake clog. however the snake clog could still be seen with the FS's camera. The FS tells me he'll do me a favor and quotes the repairs at $3600. I had two other plumbers come and estimate the damage and provide other solutions. They both pointed to several errors, misjudgments, and unethical behaviors by both the tech and the FS. Another plumber was able to locate the snake clog (which was actually in the main sewer line BEHIND the guest house in the alley), pass the camera through the clog to see that there was nothing on the other side of the snake clog (like roots or broken pipe), then he dug a 2ft x 4ft hole in the dirt between the back of the guest house and the alley, and found 12ft of Team Rooter's snake line in our pipe. The total cost was $250 and took 3 hrs. This company took 7 days to resolve my entire plumbing issue. I had to relocate and reimburse renters staying in the back guest house for 2 days. I had to cancel all rental reservations in the guest house for 7 days. Our plumbing was not accessible for 5 days after Team Rooter left my property, and all of the main house and guest house drains had been working prior to their arrival. I made a mistake giving them a 5/5 rating. That was before I knew better.