Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Blue septic tank services Inc. came to my home to service my septic tank on 11/26/2024. I paid by check $400. After pumping it out, they made a critical mistake when they put the lid on the tank, which allowed the ground to sink into the tank. I was not hurt, but my leg fell through the hole. They said they would give me a new lid, but I would have to drive to their business, (about 15 miles away) and install it myself. I told them (Amy) that I am disabled and cannot dig a hole. She said to get a neighbor to help me. I now have a hole in my backyard that is big enough for a child to fall through and a company that is not willing to correct their negligence. Blue Septic's representative (Amy) said that the driver told me the lid was bad, but he did not. In fact, on my receipt, written by the driver, says that the lid is "OK". The driver also wrote in his own handwriting: "Tank in great working order". See attached receipt and pictures.

  Business response

  12/09/2024

  On November 26,2024 we pumped out the fiberglass septic tank. The septic tank is working fine and the manhole is ok (intact not broken) The driver placed the existing fiberglass manhole back onto the septic tank, covered it back up with groundcover, advised the homeowner the manhole was brittle and would need to be replaced soon and gave homeowner the cost to replace manhole. The homeowner complained how expensive the replacement would be. On Saturday 12-7-24 at 6:14pm the homeowner called and stated he walked over septic area and his leg went through the fiberglass manhole and dirt has fallen into tank. I offered the homeowner a free fiberglass manhole ($145.00) as he claims to be disabled and on limited income. I advised him he can pick it up or have someone pick it up for him and install it onto the existing septic tank. He became irate started using offensive, abrasive vulgar language and accusing my staff of being incompetent. We provided a service by pumping out his septic tank and covering it back up. We educated him on the fact that at the time of service the fiberglass manhole was intact not broken but it was brittle and would need to be replaced in near future. We did not break the manhole or install in back on improperly. The company will supply a free manhole to this individual to help him secure his septic tank but we are not responsible for covering the cost to install it. I offered to install manhole for a fee of $175.00 total to replace a manhole with installation is $320.00. I feel this offer was fair and reasonable.  

  Customer response

  12/10/2024

   
  Complaint: ********
  
  I am rejecting this response because: The Blue Septic representative, (driver) did not say the lid was brittle nor did he suggest that I replace the lid. Either the driver is lying, or Blue Septic is lying to cover their driver's/company's incompetence. The driver & I were laughing because of how expensive the pump out service was. It was $265 just 5 years ago, (now $400). I told him that I had replaced the lid in 2019 and that I thought it was also too expensive back then, ($145). He said to me that my lid was in excellent shape. These lids have an average lifespan of 30+ years. I will not except any other outcome other than for them to come back and pump out the dirt that they allowed to fall in the tank and replace or reseat the current lid. This was a case of negligence. I will sue for punitive damages (not in excess of $7,000) if this matter is not corrected. I will have another company come out to inspect and fix their error and stop these types of businesses that take advantage of seniors with disabilities. Customer stratification is a phrase this company is not familiar with and maybe a stiff fine is needed, for them to change their business model and keep their license. I now have a $400 hole in my yard that is a danger to children in the neighborhood and local animals. And all they can tell me is to drive 30 miles round trip and dig a hole in my backyard, which will allow even more dirt to fall in. That's not what I paid $400 for! I thought it was odd that he covered the hole, while I was flushing the toilets and running water in the house at his request. I wanted to take pictures, but he covered it too quickly. I even told him I wish he hadn't done that, and he responded, "sorry, I have 2 other pump outs I still need to perform today". 
  
  Sincerely,
  
  ****** *****

  Business response

  12/12/2024

  In the photo the customer sent it clearly shows someone stepped on brittle manhole and their foot going through hole. It also shows foot prints and rake marks (Blue Septic Employees do not carry rakes on their trucks). Blue Septic Tank Service is not willing to offer anything else besides what has been offered. When we left the property on 11-26-24 the fiberglass manhole was intact and replaced on top of manhole. If the customer refuses our offer than I may suggest he purchase a replacement manhole ASAP off Amazon or place something on top of this area to prevent anything or anyone from falling in. It is ultimately the homeowners responsibility to repair, maintain his septic system. Had this manhole NOT been brittle his foot would not of gone thru it as they are constructed of material to prevent this from happening. The age and weather conditions in Florida cause the manholes to become brittle. This will be our last correspondence with this customer. 

  Customer response

  12/12/2024

   
  Complaint: ********
  
  I am rejecting this response because: If the septic lid was in such a contrition that it could possibly collapse, it confirms the negligence of Blue Septic. There is no foot stepping on the tank lid in any of the pictures I attached to this case file and the raking marks are from me. Blue Septic's employee covered it up while I was in the house and made sure I could not see him burry it. What I think happened is that the driver probably stepped on it or snapped it while I was in the house flushing toilets at his request and felt bad, so he rushed to cover it up before I came back outside to take pictures. If it was that bad, you are supposed to be the experts, you should never had replaced that lid, (according to you). If your company thinks it is OK for a disabled senior to pay $400 for a BIG hole in their yard and you have no responsibility at all, you're wrong. The hole has grown since I fell through it by several inches and will eventually fill up with more dirt. You can either come over and pump it out and replace the lid, or I will take legal action against your business. How you can let this happen and feel absolutely no compassion or responsibility, that after your company serviced my tank, it collapsed. If the cover was that bad, why would you place it down and put dirt on top of it, unless your driver either broke it while I was in the house and put it on broken, (to hide it), or he was in such a hurry, that he installed it incorrectly. If you want to make this right, pump out the dirt and replace the lid, or prepare for court. 
  
  Sincerely,
  
  ****** *****

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