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“IMPROPERLY INSTALLED WATER SOFTENER FLOODS FINISHED BASMENT

On 03/16/2026 my wife and I contracted ROCHESTER PLUMBING & HEATING to replace a water softener and install a reverse osmosis filtration system (job number #52705LM26). The installation team were polite and appeared to complete the job without incident. After a very quick explanation of the new systems, they gathered their equipment and left. Curious about the installation, I checked the basement to discover a large pool of water in my gym with an active leak coming from the newly installed RO system. I instantly contacted the company who forced the crew to return and fix the leaking line. I was incredibly frustrated that they would leave a job with an actively leaking line. I voiced my concern to the company, and they took $100 off the bill.

A month later, while adding softener I noticed an ERROR message flashing on the water softener screen. I had to call them again to come out and fix the softener which they stated was a manufacture error.

On 08/02/2026 my wife was in the basement gym when she noticed water coming from underneath a wall. As she began investigating, she discovered standing water on the east side of the basement where the water softener is located. The water was coming from the area of the ROCHESTER PLUMBING & HEATING installed softener and completely flooded that room, the bathroom next to it and a 15 by 15 foot area of carpeted section of the basement.

I attempted multiple times to contact ROCHESTER PLUMBING & HEATING and even left messages marked emergency/high priority on their own answering service but never received a call back. I was able to get ahold of one of their competitors who was at the house in an hour trouble shooting the issue while my wife and in-laws worked hard to remove all the water. After a quick review of the system, the plumber located the softeners discharge line had been improperly installed and was discharging water directly onto the basement floor. The plumber pointed out and photographed that the discharge line had been simply taped (yes, like a household scotch tape) to a discharge pipe and when the adhesiveness of the tape failed, the line dislodged from the pipe. The plumber stated that this was not standard practice of installation and had no idea why someone would do this. He also confirmed this line was part of the newly installed water softener and was the reason for the flooded basement. He then properly affixed the line and drain to prevent this from happening again.

Since the flooding, I have contacted ROCHESTER PLUMBING & HEATING several times who stated they feel bad about the improper installation and destruction of my carpet and drywall and would like to make things right but need the owner’s permission. As of 08/16/2026, I have not heard anything back from the company or owner.
On the back of their contract, they state I must provide a statement in writing about poor workmanship and any damage caused by it and that it will be limited by the seller’s option. I will follow-up with this request but it would be nice if the owner stepped-up and took accountability for his company’s poor workmanship… but we shall see. If not, we will see him in court.

That was my experience with ROCHESTER PLUMBING & HEATING, so please be careful if you ever plan on using any of their services, I sure will not be.”