Cincinnati sewer repair left unsettled
COMPLAINT: Jeanne Middleton, Cincinnati
"Roto Rooter of Cincinnati [255 E. Fifth St.] replaced and repaired a sewer. The technician said that during the winter, they don't pack down the soil [around the sewer] so they would come back later in the spring.
"They never came. The company stated if the technician said that, then he was wrong. I now have to pay someone else to pack down the soil."
DESIRED RESOLUTION: "I would like financial compensation for what it will cost to repack the soil and replant the grass."
COMPANY RESPONSE: Tony Dunaway, engineering services manager
"When the repairs are completed, we backfill the area we excavated with the dirt we dug out. We mound that dirt over the excavated area to allow it to settle back into the hole. This settling process can take several months, and depending on the type of soil it is, it may never completely settle back into the hole.
"We have no control over how the earth settles. That's why it's our policy to explain this to all of our customers upfront and in writing before we do any excavation work. This was explained to the member before we began work and it was written on her proposal, which she signed. It was also written by the technician on the invoice she signed.
"This technician has been with our company for nine years, and [he knows] it's never been our policy to return to pack down soil."