I had the main drain in my house clogged. All water from shower, sinks, toilet came up in my kitchen sink or went out a vent outside my back door. Whenever I called, I was on hold for so long I went to the website to put in my request for service that way. They obviously don't read their email requests because I never got a response. So I kept calling every chance I got. When I spoke with someone they said they'd call me back later that day with the name and number of a service technician but never called so we kept playing telephone tag. Got a service tech to come finally who was an hour late when he called to get specific directions only to find out he was in the wrong town and would be another hour. When he finally got here, he snaked out my drains but nothing got cleared. He asked about payment and I told him I didn't know how that worked. Apparently he didn't either. He left saying he'd have to speak with his boss and come back with a longer snake. I never heard from him or the warranty company again until a week later when I started calling the warranty company again to find out when this guy was coming back with a longer snake. I was told he told them it was a septic problem and that is not covered by my plan. I told them it couldn't be a septic problem as I have town water and sewer not a septic system. So again we started with the promises to call me back and playing telephone tag. This time I was even told if they didn't call me back that I was to call back so I just told him "well, I'll talk to ya tomorrow when I call then because I've all ready learned you guys never return calls". So eventually as I repeatedly called about having raw sewage in my kitchen sink and outside my back door, they finally put me on some emergency list and were trying to find someone else to take care of my problem. Well a week goes by and I don't hear from anyone so I start calling them again. They finally get the original plumber to come back. This time he brings a friend who "knows a lot about plumbing". Well the two of them spent 5 hours snaking and got nowhere. So they told the warranty company the blockage must be in a pipe outside the house. A company rep called me to advise this is now a problem I have to take care of since it is outside of the house. I told them the pipe goes outside my back door and down across my back yard... It can't be more than 20 feet from my house and it is still on my property. I was told that the problem is not within the foundation of the house therefore it is not their responsibility. So needless to say after months of having raw sewage in my kitchen sink and being unable to shower or flush the toilet without someone to guard the sink with a bucket and be ready to bail it out before overflowing, I finally called RotoRooter and paid them the $277 to snake out the drain and they cleared out some tree roots (which First American would not have covered either). And now I've got the trap for the drain under my kitchen floor that had backed up at the same time and caused my kitchen floor to buckle up in several places. I spoke with the plumber from the warrany company who said he'd have to call the company then call me back. He never called me back. The warranty company finally called me back days later and said because it is under my floor, I have to first remove the floor myself then call the plumber to clear the trap. I told them that is ridiculous. The plumber should be doing whatever needs to be done to access the situation to correct. I understand that I would be responsible for repairing the floor, that is not a problem but at this rate, if I'm going to tear up the floor, I might as well clear the trap myself too but then that would be giving in to them and getting someone else to do the work they are responsible for doing. I can't wait to see what fun I have trying to get them to get the clothes dryer to work properly and the SEVERAL outlets and light switches that don't work. Renew with them? Hell no!
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