Business ProfileforRoy's Plumbing, Heating & Cooling

We called Roy's plumbing to come out to assess the flooding going on in our basement via using a snake and camera. Jeff, the technician, came out and found that there were roots within a few meters from the city sewer lines. After puncturing the roots to allow draining, the snake cable he was using snapped, leaving a cable reaching all the way to the house trap. We were then told by not only Jeff, but managers Mike and John that this was "not their fault, but ours [homeowners]". We were also confirmed by multiple parties, including Jeff and Mike from Roy's, that if the cable is not removed, the ONLY option would be to remove the pipes. After given 3 quotes ranging from 5, 17, and 19 grand, Jeff pushed for signatures for the cost of the job ($500+) then left. We now have to call out a plumber to deflood and snake our drain to the cable line once every 1-2 weeks due to anything non-liquid (tissue paper, etc.) getting trapped on Roy's Plumbing's cable, creating flooding in our basement. We ALSO now have to create a claim with our insurance, paying a $1000 deductible to hopefully get approved to remove the pipes with the pre-existing cable inside, while still paying for current flooding problems during the wait. After multiple attempts to reach out for a manager regarding this and a long-winded back and forth argument from both sides, Roy's decided to send out a plumber this week to see if the cable is removable with the possibility proving that it could have been done in the first place if removed. There is no current solution to this and any/all future solutions come only at the risk and expense of us (the homeowners). After reaching out for pictures to send to our adjuster, they only provided pictures of outside the home and the water-damaged basement, and none in regards to their broken equipment and the underlying problem with the roots in our pipes (see attached). Attached also is the description of the "solutions" quoted and the description of work done by Jeff.