Huong Nguyen
I’m posting my message here since Elite Rooter management has refused to speak to me directly regarding my complaint. I called their answering service at least a dozen times and always got the runaround. Here’s the situation: We had major plumbing work done back in October 2025 to fix what we were told was a sagging sewer pipe. Mind you, what we called them in for was a toilet that was not flushing well. Their diagnostic suggested the problem was with the sewer pipe and not the toilet. They charged us ~$12K to excavate through the bathroom and bedroom floors to fix a “sagging sewer pipe”. My mistake for not supervising the project closely and getting a day to day run down on what was actually being done for this fix. Nonetheless, they finished the job, closed up the ground and poured cement to patch up the foundation. I asked the workers why the cement level in the work areas in both the bedroom and bathroom were not flush with the rest of the existing foundation. They told me, “oh, that’s alright, your flooring guys will take care of it”. I was rather naïve and was eager for them to finish the job since the work had dragged into a second week and didn’t question further. Aside from being negligent with restoring our foundation to its baseline, they did not even bother to re-install the toilet to see if our original problem of the toilet not flushing well was even addressed. Again, I should have been on this but one would expect a reputable business to do this walk through with the customer to show that the root issue was indeed resolved. The flooring contractor came in to re-install the floor. Sadly, communication was very poor with this contractor and they did not tell me they were charging me $2700 extra to sand down the foundation before they could re-install the laminate floor in the bedroom and tiles in the bathroom. I did not get the itemized bill until after they had completed the flooring job and re-installed my toilet. The floor was closed up, my son’s toilet is still not working, and I was stuck with paying an extra $2700. Elite Rooter refuses to refund me the $2700 and tells me that I should have notified them and they would have come back to sand down the foundation. My question is why didn’t their guys do it right in the first place? When the manager came to see the continued problem with the toilet, he said to me, after pouring a 5 gallon bucket of water through the toilet successfully, “oh, it’s your toilet, it probably needs to be replaced”. Again, why was this not evaluated at the outset or at the end, when they closed the foundation? I am posting this here with the hope that Elite Rooter “management” takes this complaint seriously and reaches out to me to resolve this issue since I don’t want to escalate this further. All I want at this point is for my son to be able to use his toilet again.
