SG Rooter

We did quote a price over the phone the night before, based on the info the customer provided over the phone, which indicated that the problem was in a secondary line, not the main, hence the $120-160 estimate. We sent a tech out to the property the next morning. After the initial assessment, the...

tech determined that the problem is in the main sewer line and the customer was given an upfront price of $189.00 to snake the sewer main, on site and he agreed. The tech snaked the line up to 100’. As tech pulled out the snake, the water started to lower some. He pulled the snake completely out and pulled out roots. Line was still clogged. At that time, the tech asked the customer if he knew any history of the house. The customer stated that he had the sewer main scoped 3 yrs ago and at that time, the company that was there, mentioned that the pipe was plastic and had a low spot (settling). Our tech replied, hopefully there is no damage to the pipe due to the root intrusion. At that time, the tech recommended a sewer scope and made the customer aware that there would most likely be no visual due to the backed up line, but would be able to get a locate and know where to install the clean outs. Again, the tech gave the customer upfront pricing of $150 for the locate, which included a discount. The tech mentioned that he would show the customer where the line comes out of the house and where we recommend that the clean outs be installed. The tech located the line from the walk out basement’s make shift apartment. The tech located the line and went to the front door and knocked and rang the doorbell for a minimum of 10 mins and no one answered the door. The tech could not continue to knock and ring the doorbell endlessly and decided that he would mark the spot with paint. Tech went back into the basement through walk out door to retrieve his equipment. The customer and his son, minutes later, walked into the basement and said that they were out in the back and could not hear the knocks and doorbell and even apologized. The tech got his equipment, showed the customer where the spot is and marked it with paint. The tech gave the customer an estimate of $3650 to install clean outs 11’ deep, this would include a section of the pipe being replaced where the clean outs would go. The tech also mentioned that the sewer main is longer than 100’ and city code requires an access every 100’. That is our proposal and we stand by that. We do not believe in temporary fixes. Getting your sewer jetted is a temporary fix. If you need a jetter to open up your drain, there is a problem and jetting is only a temporary fix until the line builds up again. I’m assuming the customer believes that he should pay $600 on his sewer line every time he needs to get it cleared. We never said or gave him an estimate of $16,000. We have a copy of the estimate and invoice that was left with the customer. Show me where it says “$16,000”. I know it is easier to believe in short cuts and less expensive temporary fixes than to tackle the reality and get it fixed for good. Regards, with countless satisfied customers, SG Rooter