I rarely write reviews but after what my elderly grandparents in Scranton, PA went through, I feel obligated to share this so other families can make an informed decision.
Their sewer line collapsed and American Rooter was sent out through their Pennsylvania American Water AWR protection plan. What should have been a protected, covered repair turned into weeks of stress, disorganization, and nearly $3,600 in unexpected costs for two people in their 80s on a fixed income.
The billing felt completely predatory. Once they started digging, the costs kept growing with little explanation. My grandpa was pressured into writing a $2,700 check on the spot, the very same day he signed a contract saying he owed $0.01. No proper written authorization or itemized breakdown was given before that check was written. That is not how you treat elderly customers.
The office was a nightmare to deal with. No proactive communication, no clear timelines, and every update required my family to chase them down with multiple phone calls. The on-site technicians were kind and professional but it was obvious the office behind them had no idea what was going on.
The sidewalk restoration after excavation required repeated follow-up calls just to get finished. Form boards were left sitting at the property with dirt and rocks scattered everywhere until we called again and again to get someone back out.
The only reason this is not zero stars is because the technicians who showed up in person were decent people doing hard work. But the experience as a whole was unacceptable. No elderly homeowner should have to fight this hard just to get a job done right.
Save yourself the stress. Look elsewhere. read more