Complaints

• Initial Complaint

  05/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I needed the ***** fields on my property redone. Priority Pumping said they could do this, but first I'd need to get a Soils Test done, which required $4,000 up front. It was supposed to be one hole drilled in my yard and then a soils test. They dug 5 holes in my yard, one of which hit an irrigation line and flooded my entire yard and caused over $600 worth of damage to my swimming pool. They then tell me that none of the 5 holes they dug are deep enough, so they can't perform the soils test. However, if I want to give them another $2,000, they can try a percolation test. The whole thing was starting to sound like a complete scam at this point, so I asked how much of my $4,000 they used up on digging holes. The manager **** told me they used up about half on labor. So I decided to just cut my losses and not proceed and I asked for the refund. After several weeks of delays, **** finally gets back to me and informs me that I have used up $3,500 of my initial $4,000 on labor and administrative fees, which was never mentioned before and certainly not part of the original cost. **** refused to provide any invoices or receipts to back this new cost up. So now I have lost $3,500 and never got anything that my money was originally supposed to be used for. This is the most unprofessional and almost certainly fraudulent company I have ever dealt with. As of 5-4-24, I have not even received the $500 back that the company said they would provide.

  Business response

  05/06/2024

   Priority Pumping values your feedback and takes your concerns seriously. With over 15 years of dedicated service and numerous positive reviews, we are committed to transparency and integrity.
  Your project involved complex soil testing for a septic system redesign, which faced unexpected challenges. When multiple test holes were needed due to unpredictable soil conditions, and an unmarked irrigation line was accidentally damaged, we immediately took responsibility and made all necessary repairs at no additional cost.
  Soil testing complexities often lead to unforeseen expenses due to soil composition and regulatory compliance needs. We aim to keep our clients informed about potential costs as project scopes evolve. Unfortunately, natural obstructions prevented the project's success, leading to your decision not to proceed. The partial refund was calculated based on substantial labor, equipment use, and professional fees already incurred.
  We regret any miscommunication about these costs and are updating our procedures to ensure clearer communication in the future.
  As for the pool damage claim, we requested documentation to verify the issue to address it appropriately. Without verification, we remained cautious but open to discussion.
  We stand by our work and are not the company described in your review. We successfully repaired your sewer line previously, which led to further septic work with us. We believe this indicates trust in our services, not negligence.
  I invite you to discuss this further so we can find a satisfactory resolution. Please contact me directly

  Customer response

  05/08/2024

  I have not received any further communication from Priority Pumping nor have I received a refund of any kind.  The least they could do is send me an email. Priority Pumping has made no attempt to solve this complaint in any way. 

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