KITCHEN SINK

·        Can I clean out a kitchen sink with bleach and                  soap?

·        Is my kitchen sink connected to my outside                      cleanout?

·        What shouldn’t you put down a garbage disposal?

·        How do I keep the blades sharp on my disposal?

LEAKS

·        What is the difference between a freshwater leak            and a sewer leak?

·        How do I know if there is a leak in my mainline?

ROOTS

·        What can I do about roots that keep coming back?

·        How often do roots get into a line?

·        What is the longest line you can ‘root out’?

·        Can anything clear roots beside the cable?

SEPTIC TANKS

·        Why can’t a line be cleared when a septic tank is              full?

·        Do we clean Septic tanks, grease traps and pits?


TOILETS

·        Does the technician repair toilets?

·        Can I use my toilet until you get here?

·        Will I still have to pay a difficult access charge if I            remove & reset my own toilet or trap?

·        Do you replace toilets?

TUBS

·        If my bathtub is backing up, does that mean I                  have a mainline problem?

·        Is the toilet connected to the bathtub?

·        Why is my sink or tub draining so slowly?

'PLUMBER-SPEAK'

·        What is a branch line?

·        What are offset vents?

·        What is a supply line?

·        What is a P-trap?

·        What is a cleanout?

·        What is a roof vent?

·        What is a pop up?

·        What is a closet bend and flush valve?

MISCELLANEOUS

·        How do I know how long my mainline is?

·        How do I know if I have a cleanout?

·        What is a closet bend and flush valve?

·        Does it make a difference if I live on a hillside?

·        How many stairs is considered difficult access?

·        How do you determine the footage from the                    cleanout to the city sewer?

·        If my house is on a hill, why do I need two men?

·        What do I do about a smell?

·        What is considered difficult access?

·        What is the difference between a secondary line              and a mainline?

·        Where is the shut off for my water?

·        Why do you have to go on the roof to clear my                drain?

·        Why do I need a clean out if the line can be run                through the roof?

·        Why does my trap need removal and reset?


775 624-1200

Local, Family and Veteran Owned & Operated

FAQs

ROOTER-RITE FAQ’S 
Click on a question to find out the answers. 


SERVICES / RESPONSE TIME                                                  

·        What is your coverage area?

·        What services do you provide?

·        Why do I have a two hour window?

·        How long does it take to run a mainline?

·        How long will it take to clean a drain?

·        Can a drain be cleared in 5 minutes?

·        Do you service water heaters?

·        Do you repair leaks?

·        Do you replace toilets?

·       Do you do jewelry/object retrieval?

·        What is a Douglas valve?

·        Why don’t we do Douglas valves?

PRICING

·        Why do you have up-front pricing’?

·        Is it true there is no charge if you don’t get my    

         drain open?

·        Is there a trip charge to come out on a service call?

·        Why do I have to pay for two men?

·        When does overtime start?  

DISCOUNTS

·        Do you offer discounts?

·        Do you give senior citizen discounts?


WARRANTY

·        What kind of warranty do you offer?

·        How much of a warranty is given on lines?

·        My line is backed up again. He was just here

         yesterday! What is happening?

·        Why am I being charged for a kitchen sink today

         when he ran the mainline two days ago?



OUR TECHNICIANS

·        Do your techs clean up after themselves when

         they leave?

·        How much cable do the techs carry?

·        What kind of parts does the tech carry?

·        Which tech will be here?

 
HYDRO-JETTING & CABLE

·        What is the difference between Jetting & Cable?

·        Why cable before Hydro-Jetting?

·        Why cable before camera?

·        When should you use a jetter?

·        Will the jetter hurt the pipes?

·        How hot is the water in the jetter?

·        How much water pressure does the jetter have?

·        How much cable do the techs carry?

CAMERA & LOCATE

·        Why cable before camera?

·        What is the difference between a camera job &                 a camera job with a locator?

·        How does the Digital Sewer Inspection work?

·        How long is the shortest cable?

 

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SERVICES / RESPONSE TIME

 Q. What is your coverage area?

A. Rooter-Rite is proud to serve Reno and surrounding communities such as Sparks, Stead, Sun Valley, Verdi, Mogul, Spanish Springs, and surrounding communities. If you have question about your area or town call us at 775/624-1200.                                   

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Q. Why do I have a two hour window?

 A. Generally we like to schedule a two hour window to accommodate any problems  your technician may encounter during a service call. Most customers prefer a two hour arrival window over a morning or afternoon estimated arrival time. Rooter-Rite can also give you a call 20 or 30 minutes before the technician arrives, so that you can still go about your daily business or go to work.       

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Q. How long does it take to run a mainline?

 A. Every line is different of course and depending on access and the severity of the stoppage, some take longer than others, but most mainlines can be cleared in about 1 to 1-1/2 hours from the time the technician arrives. 

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Q. What services do you provide?

 A. Rooter-Rite provides services to clean, clear and digitally inspect all residential and commercial drain, waste and vent lines. 

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Q. How long will it take to clean a drain?

 A. All stoppages are different but most can be cleared within 1 ½ hours of the technicians arrival.

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Q. When does overtime start?

 A. Overtime starts at 5pm Monday through Saturday, any call booked after that time will be charged at overtime rates. However, if a call is booked before 4pm it will still be billed at straight time rates even if our service technician arrives after 5 pm. 

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Q. Can a drain be cleared in 5 minutes?

 A. This is rare. Most drains take from 20 minutes to 2 hours to clear properly. If this does happen however, remember you just saw the last 5 minutes of a learning process that took that tech many years to complete.

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Q. Do you service water heaters?

 A. Rooter-Rite can provide many water heater services, such as flushing the tank and winterizing, replacement of thermocouples, temp & pressure relief valve and flex/supply lines, Of course we also provide after hours and emergency shut down and draining of tanks. 

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Q. Do you repair leaks?

A. We repair leaks in drain, waste and vent systems. We do not work on fresh water or supply water systems. 

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Q. Do you replace toilets?

 A. Yes. If you need that service, we can replace your toilet.

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Q. Do you do jewelry/object retrieval?

A. Yes, if you have an object or jewelry lost in the line we can use a camera to locate them and then remove these objects, either with the jetter or cable or by excavating the pipe.

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Q. What is a Douglas Valve?

 A. A Douglas valve is the device in the toilet which separates the water from the tank.  Half of the water goes into the bowl to flush the toilet and the other half enters the bowl through the ring to give a circular action to the flush which siphons solids away.

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Q. Why don't we do Douglas Valves?

 A. Douglas valves are built into the body of the toilet and are not generally replaceable.


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PRICES
 
Q. Why do you have up front pricing?

 A. All of Rooter-Rite’s prices are ‘up front’ and clearly listed on our services and price page as well as in all of our flyers. The reason for this is so that the customer will know what to expect BEFORE the technician arrives, with no surprises. It also lets repeat customers know that they will pay the same amount regardless of which technician is dispatched to them. 

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Q. Is it true there is no charge if you don't get my drain open?

A. That’s right! Even if our technician works on the line for hours we charge only for drains we get open. The reason is this, we want our technicians to do everything in their power to get your drain open and it just doesn’t make any sense to us to charge you for something we couldn’t do.

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Q. Is there a trip charge to come out on a service call?

A. No. Rooter-Rite does not charge a trip charge or service fee. We charge only by the drain as listed in our ‘up front pricing’.

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Q. Why do I have to pay for two men? 

A. Due to safety issues it is sometimes necessary to have a second man to monitor the machine or be in control the cable while the line is cleared. Our service technicians have been trained to do most jobs by themselves and will whenever possible, however safety must always come first. 

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DISCOUNTS
 
Q. Do you offer discounts?

 A. Rooter-Rite’s prices are already discounted and very competitive. However occasionally we do provide specials and discount coupons to our customers. 

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 Q. Do you offer senior citizen discounts? 

A. Rooter-Rite’s prices are already discounted and very competitive. However occasionally we do provide specials and discount coupons to our customers.

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 WARRANTY

 Q. What kind of warranty do you offer?

A. Typically the warranties are 7 days for a toilet, 30 days for a secondary line (such as a kitchen sink or bathtub) and 60 days for a main line. These warranties are for lines with proper access points and no perceived damage. Contributing factors such as limited access, roots, excessive grease or possible damage may call for a limited     warranty. If this is the case, the Technician will fully explain this to you and write a report on the work record at the time of service.

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Q. How much of a warranty is given on lines?

A. Typically the warranties are 7 days for a toilet, 30 days for a secondary line (such as a kitchen sink or bathtub) and 60 days for a main line. These warranties are for lines with proper access points and no perceived damage. Contributing factors such as limited access, roots, excessive grease or possible damage may call for a limited   warranty. If this is the case, the Technician will fully explain this to you and write a report on the work record at the time of service.

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Q. My line backed up again. He was just here yesterday! What is happening?

A. It is possible our technician missed something in the line. Our technicians have been fully trained to clear stoppages of all types and have been provided with the best equipment, however, nobody is perfect. We provide all drains with at least a 24 hour warranty and will be happy to run the line again. If however it appears that there is a larger problem with the line, the technician will be able to recommend to you further actions such as hydro-jetting the line or a camera inspection to check for damage.

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Q. Why am I being charged for a kitchen sink today when he ran the mainline two days ago?

 A.  A kitchen sink line is separate from a mainline and it is possible to have 2 completely different problems within a short time frame. Imagine a tree; as you look at a tree from top to bottom you see all of the branches tying into larger branches and those also tie into larger branches all the way to the trunk. Your house drains are the same way with smaller lines such as tubs and sinks tying into larger lines such as branch mains and eventually they all tie into the mainline which is like the trunk of a tree. All the drains go from smaller to larger so clearing a mainline would not cause a problem with a smaller line such as a kitchen sink. When this type of problem occurs it is just a coincidence.

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  OUR TECHNICIANS
 
Q. Do your technicians clean up after themselves before they leave?

 A. Absolutely! All of our technicians take pride in their work and are trained to clean up the work area before they leave the job and are supplied with cleaning materials such as cloths, bleach and cleansers. 

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Q. How much cable do the Techs carry?

 A. Our technicians carry 300’ of mainline cable on (2) 150’ reels, 80’ of 1/2'’ cable with the small branch line or junior machine and 50’ of cable in the hand gun machine. 

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Q. Which technician will be here?

A. You can request any technician you like, in fact our technicians often get requests and we will route them accordingly. If you do not have a preference, we will route the nearest technician to you. 

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Q. What kind of parts do the techs carry?

 A. Our technicians carry all the parts necessary to replace the drains under a kitchen sink or basin as well as the drain and stopper assemblies for a bathtub. They are fully equipped to replace all the drain parts up to the wall valve or angle stop. 

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HYDRO-JETTING AND CABLE

 Q. What is the difference between Jetting and Cable?

A. Hydro-Jetting uses high pressure water to emulsify and scour away stoppages such as grease and scale while cable uses blades and a reciprocating motion to cut away roots and other hard stoppages. 

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Q. Why cable before Hydro-Jetting?

A. Hydro-Jetters work by scouring pipes with high pressure water and are best suited for lines with grease and scale buildup. Some lines have roots and heavy deposits that would take the jetter a very long time to clear. We can offer a better service to our customer and save time and customer money by clearing and cleaning such lines with cable to break up the scale and remove root growth. 

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Q. When should you use a jetter? 

 A. We recommend jetters for commercial and industrial lines with scale or grease such s hospitals and restaurants or ground water drains with dirt or mud stoppages 

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Q. Will the Jetter hurt the pipes?

 A. No the Hydro-Jetter is designed to scour the inside of drains with jets of water shooting at a 30 degree angle this avoids cutting the pipe material while lifting off and emulsifying any build-up.  

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Q. How hot is the water in the Jetter? 

A. The jetter uses cold water right out of the tap and relies on the high pressure created by the pump and the skill of the technician to clean drains rather than hot water or chemicals. 

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Q. How much water pressure does the Jetter have?

A. Rooter-Rite uses Hydro-Jetters that have a maximum pressure of 5000 p.s.i.   However our technicians are trained to determine and run the optimum pressure and water volume depending on the pipe and stoppage and rarely run the Jetter over  3800 p.s.i.  

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Q. How long is the shortest cable?

 A. The shortest cable is called a toilet auger and it is 3’-6’ long. The next shortest is the hand gun cable at 50’.


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CAMERA  (CCTV)

  
Q. Why cable before camera?

A. The camera system works best in a clean line so, whenever possible it is best to clear the line with cable or Hydro-Jetting prior to camera work. This process helps assure a quality image of the pipe for the customer.   

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Q. What is the difference between a camera job and a camera job with a locater? 

 A. At Rooter-Rite there is no difference unlike some companies which charge separately to locate and mark a problem discovered with the camera Rooter-Rite will digitally inspect a drain line, electronically locate and mark out any problem spots, provide a color DVD and detailed report (upon request) all for one low price. 


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Q. How does the Digital Sewer Inspection work?

A.  We use a Rigid Sewer inspection system, the camera is connected to a monitor that records onto a color DVD. The camera head and cable are designed to safely navigate sewer drains from 2”-8” digitally recording throughout the entire line. If a problem with the line such as root intrusion or other damage or foreign object is detected a transmitter built into the head of the camera can be activated and the spot can be located including depth and marked on the ground or floor. 


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KITCHEN SINKS

Q. Can I clean out a kitchen sink with bleach and soap?

A. Yes. Sinks can be cleared with bleach and soap as well as other cleansers. However bleach, soap and cleansers will have virtually no effect on a stoppage. 


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Q. Is my kitchen sink connected to my outside cleanout?

 A. Most houses have a cleanout for the kitchen sink. If you have one it will be most likely located on the wall outside the kitchen sink below the level of the sink. 


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Q. What shouldn’t you put down a garbage disposal?

 A. Garbage disposals are really only for the dishwasher to drain through. Peelings, trimmings and skins should be put into the trash and dishes should be cleared into the trash before loading the dishwasher.  

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Q. How do I keep the blades sharp on my garbage disposal?

 A. Grinding up a cup of ice once a month will keep the blades clean of rust and buildup. 


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  LEAKS

Q. What is the difference between a freshwater leak and a sewer leak?

A. Freshwater or, supply lines carry water to fixtures such as faucets and sinks while sewer or drain lines carry waste water away from fixtures. A general rule of thumb is that if the leak is fresh water it will leak at a constant rate regardless of whether or not a fixture is in use and will have no odor while a sewer leak will leak only while  a fixture is in use and will generally be accompanied by an unpleasant odor. 


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Q. How do I know if there is a leak in my mainline?

A. A general rule of thumb is that if the leak is a sewer leak, it will leak only while a fixture is in use and will generally be accompanied by an unpleasant odor. Leaks in sewer lines can occur within walls or under foundations and may not be detected until significant damage has occurred.


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  ROOTS
 
Q. What can I do about roots that keep coming back?

A. Because we can only reach and remove the roots inside the pipe they will always grow back. Preventative cleaning of the pipes on a regular basis will avoid stoppages and minimize damage to the pipes. 


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Q. How often do roots get into a line?

 A. Roots start to grow back as soon as we clean them out. Since we can only reach the roots already inside the pipe the roots outside stay untouched. Because a roots job is to find water for a plant they like sewer lines and grow faster in times of drought. Regular maintenance of sewer lines with cable will keep roots from damaging the pipe and creating larger separations to grow through. 


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Q. Can anything clear roots beside the cable? 

A. Hydro-Jetters with special cleaning heads can clear out small roots and chemical additives such as copper sulfate can help control root growth, but there is no substitute for cable when it comes to removing root growth from sewer lines.


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Q. What is the longest line you can ‘root out’?

 A. Our technicians all carry Gorlitz sewer machines which can clean out lines as long as 300’ 


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SEPTIC TANKS
 
Q. Why can’t a line be cleared when a septic tank is full?

 A. Actually a line that drains to a septic tank can be cleared, however if the tank is still full the line will not be able to drain until the tank is pumped. When a septic tank becomes full solid wastes which collect at the top, the stoppage can be pushed into the main line so that even after the tank is pumped the line may still not drain. It is for this reason that Rooter-Rite recommends that you always have the mainline run after you pump the tank. 


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Q. Do we clean Septic tanks, grease traps and pits?

A. Yes. Rooter-Rite has a sub-contractor that can do that and because of the low  rates based on the volume of business we give our subs, even with a mark-up we can pump for our customers often at a better rate than they could get by going directly to a pumping company themselves. 


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 TOILETS
 
Q. Does the technician repair toilets?

A. Yes. Our technicians carry all the parts necessary to repair most brands of toilets. 


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Q. Can I use my toilet until you get here?

 A. If the stoppage you have involves the toilet you should not use it until our technician arrives. If you must use the toilet, do not flush until after the technician has cleared the stoppage. 


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Q. Will I still have to pay a difficult access charge is I remove and reset my own toilet or trap?

 A. You can avoid the charges for removal and resetting traps or toilets if you do this yourself. However if the trap or toilet seal leaks, Rooter-Rite will not be responsible for the leak or any damage it may cause. 


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  TUBS 

Q. If my bathtub is backing up, does that mean I have a mainline problem?

A. Not necessarily, bath tubs can have stoppages that only effect the tub, however if the water comes up into the tub when you use another fixture such as the toilet or sink or if the toilet bubbles when you use the tub you may have a main line stoppage.


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Q. Is the toilet connected to the bathtub?

 A. All the drains in your building or home are connected to the main sewer line which starts at the toilet and all come together like the branches of a tree. 


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Q. Why is my sink or tub draining so slowly?

A. Most stoppages don’t happen all at once rather they buildup over a long period of time. If you are experiencing a slow drain it is probably buildup in the line cleanout out the drain with cable will restore the proper flow and avoid possible flood damage later.


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'PLUMBER-SPEAK'

 Q. What is a branch line?

 A. A branch line or branch mainline is a line that connects 2 or more smaller lines (each with their own vent) before joining them to the main line. The most common example of this is a kitchen/laundry branch which brings the kitchen sink and laundry lines together before running out to join the main line. 


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Q. What are off set vents?

 A. Offset vents are vents that do not run directly up through the roof. Due to structural features of the building they may run along the wall horizontally for a distance before going up to the roof.


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Q. What is a supply line?

 A. Supply lines are the lines from the valve at the wall (called an angle stop) to the fixture such as a toilet or faucet. Supply lines are also called risers and are usually flexible tubing but can also be made of chrome plated metal. 


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Q. What is a P-trap?

 A.  A P-trap is a section of waste line with a bend in it designed to hold water. This water that is held in the trap blocks harmful gases from the sewer entering the building through the waste pipes. Traps also help fixtures such as sinks drain by causing a vacuum effect which pulls water through when draining. 


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Q. What is a cleanout?  

 A. A cleanout is an access point on the drain or vent that allows plumbers to enter the line directly with cable and clear stoppages. 


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Q. What is a pop up?

A. A pop-up or Pop-up Assembly is the stopper in the basin sink which opens and closes when you pull up or push down on the rod behind the faucet.


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Q. What is a roof vent?

 A. A vent is a pipe connected to a drain that leads outside a building usually through the roof. It allows sewer gas to exit safely away and provide atmospheric relief to drains by allowing air to enter as waste drains away. If you want a jug of water to drain fast you could poke a hole in the bottom right? Well, vents do the same thing. 


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Q. What is a closet bend and flush valve?

A. A closet bend is the pipe under the toilet that the toilet flange connects to. It is called a closet bend because a toilet is also known as a water closet and the pipe bends from vertical to horizontal to connect to the vent. A flush valve is also called a ball cock and it is the valve which re-fills the toilet tank after each use. 


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MISCELLANEOUS
 
Q. Does it make a difference if I live on a hillside?

A. In most cases living on a hillside will not make a difference. However if your main sewer line runs down the hill and it is very long the technician may call for a second man to help him with the machine or cable. 


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Q. How do I know if I have a cleanout?

A. Most buildings and houses have cleanouts for secondary lines such as kitchen sinks and laundry line. These cleanouts are usually located on the wall outside the kitchen or laundry room. Not all houses or buildings have main sewer line cleanouts but if there is one, it is usually found at ground level just outside the foundation. 


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Q. How do I know how long my mainline is?

 A. Measure the distance from the cleanout or toilet to the middle of the street or alley and add about 30’ for the lateral line under the street. This will give you the rough distance of your building main sewer line. 


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Q. How many stairs is considered difficult access?

A.  8 stairs for a mainline machine and 12 stairs or more for the junior machine. 


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Q. How do you determine the footage from the clean out to the city sewer?

 A. Because there is really no way to permanently mark a cable without damaging it our technicians are taught to determine cable length by sight and the number of cable layers still in the drum. 


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Q. If my house is on a hill, why do I need two men?

 A. In most cases living on a hillside will not make a difference. However if your main sewer line runs down the hill and it is very long ,the technician may call for a second man to help him with the machine or cable.


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Q. What do I do about a smell?

 A. Most of the time a bad smell is from organic debris or buildup in the trap or from a deteriorated wax seal under the toilet. Cleaning the drain with cable or resetting the toilet with a new wax seal usually eliminates the problem. 


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Q. What is considered difficult access?

  A. A difficult access charge is applied when the technician must move items away from the work area such as a washer or dryer or when the technician must take the machine up stairs or a hillside. Working on roofs or basement areas is also considered difficult access. 

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Q. What is the difference between a secondary line and a mainline?

A. Secondary lines are lines that handle the waste from only one fixture such as a kitchen sink or tub while a mainline handles the drain waste for the entire building. Imagine a tree with the smaller branches on top being the secondary lines. They all lead into the trunk of the tree which is like the main line. 


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Q. Where is the shut off for my water?

A. On most homes and buildings the water shutoff valve will be located outside the home on the water supply pipe just before it enters the foundation. Many are housed within a 3”-4” pipe at a depth of 2-3’ to avoid freezing. 


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Q. Why do you have to go on the roof to clear my drain?

 A. In some cases there is no cleanout access for the drain that has the problem. All drains have vents however, that allow sewer gas to escape safely away. Because these vents are directly connected to the drain our technicians can use them as access into the drain without removing fixtures. 


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Q. Why do I need a clean out if the line can be run through the roof?

 A. Although roof vents can be used to clear stoppages they are often a smaller diameter than that of the line being cleaned. This does not allow full cleaning of the problem line. In addition, because they are on the roof, running a line from a vent does not allow the technician to use the full torque of his machine to get larger roots or obstructions. A ground level cleanout allows for full size blades in the line and the safe use of the machines full torque. 


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Q. Why does my trap need removal and reset?

A. Most sinks can be cleared without trap removal but if the stoppage is too far down the line for the small cable or if the trap is not strong enough to handle the cable without damage, the technician will have to remove the trap.

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