Complaints

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was provided by the company hired to do our home inspection when purchasing our first home. All we were told was that this septic past inspection and nothing else was brought to our attention at that time. Being first time home buyers and not knowing anything about a septic we did not realize there was anything wrong and trusted what the professionals told us. Now less than a year after purchasing we have had to have our septic pumped and have now seen that the company lied on their report, the lid to the septic was broken a trash bag stuffed in it and a paver laid on top to keep it from moving allowing for mud, dirt and whatever else to go into our septic, there are also several internal parts that are and were broken at the time of inspection thus causing the drain field to fail at this point. After speaking to several septic companies this is something that should not have been passed in an inspection because the t- outlet is a major component of the septic system and keeps your drain fields from getting clogged. We are extremely frustrated and feeling that we were taking advantage of not knowing anything about septic systems and being first time home buyers. The ideal resolution for us would be for this company to repair the septic system including the lid, t-outlet (broken internals) and replace the drain field at their expense because had this been properly brought to our attention or simply had they failed the inspection as mentioned above most companies would have, we could have possibly been able to negotiate this in our purchase price in order to have it repaired.

  Business response

  04/08/2024

  On our inspection report that was completed on April 17th, 2023, we stated the system was functioning properly AT THE **** OF INSPECTION. We also noted immediately after that, that minor repairs needed to be completed. We were not contacted to complete the recommended repair of the Outlet Tee.
  
  
  Upon receiving the information that a complaint had been filed against us with the Better Business Bureau- with no attempt at reaching out to us for reconciliation first - we reached out to the customer via the number provided both with a phone call that went to voicemail, where our owner DID leave a message, and a follow up text message.
  
  
  Neither of our attempts at making contact were met with a response from the homeowner.
  
  
  We feel that our reputation not only in our community, where several ******************** us reach out to us to complete their work, but our over 300 5 five star ****** reviews is a direct reflection of our dedication to providing honest, and quality work, along with superior customer service.
  
  
  We wish we would have been able to provide all of those things to the homeowner, however we were never given that opportunity.

  Customer response

  04/09/2024

   
  Complaint: 21465209
  
  I am rejecting this response because: They are not addressing the real problem in my complaint of them lying about the lid being intact which caused our system to be filled with dirt, mud and other matter as well as passing this septic system in an expectation when one of the MAIN COMPONETS (the tee outlet) was broken AT THE **** of the inspection. I also do not understand how they could possibly determine and make note of the system "working properly" being the above was broken and the tee outlet is what filters the system for the drain fields to work as they should. In my opinion the only way to determine if a septic system is actually "functioning properly" is to reside at the residence and use the system, which is what we have done and have come to see in our short time the system in fact does NOT "function properly" but rather just filled to the top and began over flowing because I state AGIAN the tee outlet which controls that release to the drain lines is and WAS broken at the time of inspection. I am very frustrated to hear this company is more worried about their reputation rather than doing the right thing after lying and passing a system that should have failed during inspection our home inspection which not to mention we also paid for, stating again had they done so I am almost 100% sure we would have been able to negotiate the repairs into our purchase price as first time buyers and would not be here today trying to get them to do nothing more than help us to get this system repaired due to their negligence and false information. 
  
  Sincerely,
  
  *********************************

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