Complaints

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This business put in a drain field in 2022-they finished on 10/11/2022 and less than three weeks later there were issues with it. The company came back out for several months, then did soil samples and told me that I needed a new drain field, that was 7 or 8 feet deep, with all new dirt and a pump. I was told that the water table had risen, and that they had taken into account the **** that i gave them for the first drain field (with an additional $2500.00 for a new septic tank). they put the new field in at the end of March, and it began having issues again within 2 months. I have paid for additional dirt, cut down a tree, and now am being told that they think it's "has something to do with the storm drain system in this area of Lake Georgia Dr. ****** the wall in your backyard, there is a storm drain grate next to the road on Lake Georgia Dr and one across from there. When we get a good amount of rain, your yard gets soaked from the back forward, finds the loose soils in your drainfield and blows out the field. We believe there could be some underdrains in the area that are not draining correctly and or backs up into your property and your property becomes the drainage point for neighboring properties around you" (taken from an email he sent prior to going on vacation). My back yard has never been wet, and I called two other companies to come assess the field- one said there's an issue with the ******** and possibly the pump, while the second said that the ******** were placed too close together for a raised field. Now I can't get a response from the owner of the company.This is supposed to be under warranty, but they seem to be doing everything in their power to deny it's a warranty issue.

  Business response

  01/17/2024

  The issue raised in this complaint has nothing to do with the septic system we installed at this residence. The problem she is experiencing is caused by storm water, not septic water. We have many visits to this location and the problem always appears when it rains. I will return to the office at the end of this week and answer this bogus complaint by 1/22/24 

  Business response

  02/04/2024

  This is the second drainfield we installed. The first drainfield was put in gravity fed and after we had our inspection and covered the system, the homeowner experienced constant back *** into the home. This was due to the restrictive soils surrounding the new drainfield. The storm water that could not drain through the restrictive soils would fine it's way to the now absorbent soils of the drainfield, overfill the drainfield which would overfill the tank and ultimately back up the home because the septic tank would be overfilled. This drainfield was installed as specified by the county permit and was approved by a county inspector.

  We filed a second permit and installed a new drainfield at a higher elevation. This time, we changed the original soils and installed new septic sand. We did find a big root base in the ground and informed the owner that changing the soils were a necessity. We also added a dosing tank with a pump to be able to pump the septic water into the higher elevation drainfield, giving more absorbent soils under the drainfield. These measures were also installed as specified by the county permit. The drainfield was inspected by and passed by the county health department. 

  Shortly after install, we received a call from the homeowner that water was surfacing from the new drainfield and leaking out at the corner that the tree was located. We recommended to contact the county and explain that the tree in their easement has damaged the previous drainfield and now the root system was still causing an issue with her new drainfield, and that they needed to remove it. The one thing the new drainfield did was to not back up into the home. This is because the drainfield was higher and now on a pump system with a check valve controlling the flow to only open when the pump was pumping into the drainfield. We did monitor this drainfield to identify the problem and narrowed it to the times that it would rain. When it rains, this property get flooded, the sides of the home has standing water, unable to drain through the soils, ultimately finding the ***** soils in the drainfield and overfilling the drainfield. The water does not flow back into her home but leaks out the corner of the drainfield. When there is no rain, the drainfield catches up to itself and drains, but any sizable rains causes the flooding issue. 

  I did offer to install a storm drain system to divert the storm water but requested the homeowner to withdraw her complaint, but that has not happened. This is not a defective product nor a defective install, we have determined that. The warranty covers both. This is a stormwater issue on this property and has nothing to do with our drainfield installed. 

  Business response

  02/05/2024

  Date Sent: 2/4/2024 11:02:22 AM
  

  This is the second drainfield we installed. The first drainfield was put in gravity fed and after we had our inspection and covered the system, the homeowner experienced constant back *** into the home. This was due to the restrictive soils surrounding the new drainfield. The storm water that could not drain through the restrictive soils would fine it's way to the now absorbent soils of the drainfield, overfill the drainfield which would overfill the tank and ultimately back up the home because the septic tank would be overfilled. This drainfield was installed as specified by the county permit and was approved by a county inspector.

  We filed a second permit and installed a new drainfield at a higher elevation. This time, we changed the original soils and installed new septic sand. We did find a big root base in the ground and informed the owner that changing the soils were a necessity. We also added a dosing tank with a pump to be able to pump the septic water into the higher elevation drainfield, giving more absorbent soils under the drainfield. These measures were also installed as specified by the county permit. The drainfield was inspected by and passed by the county health department. 

  Shortly after install, we received a call from the homeowner that water was surfacing from the new drainfield and leaking out at the corner that the tree was located. We recommended to contact the county and explain that the tree in their easement has damaged the previous drainfield and now the root system was still causing an issue with her new drainfield, and that they needed to remove it. The one thing the new drainfield did was to not back up into the home. This is because the drainfield was higher and now on a pump system with a check valve controlling the flow to only open when the pump was pumping into the drainfield. We did monitor this drainfield to identify the problem and narrowed it to the times that it would rain. When it rains, this property get flooded, the sides of the home has standing water, unable to drain through the soils, ultimately finding the ***** soils in the drainfield and overfilling the drainfield. The water does not flow back into her home but leaks out the corner of the drainfield. When there is no rain, the drainfield catches up to itself and drains, but any sizable rains causes the flooding issue. 

  I did offer to install a storm drain system to divert the storm water but requested the homeowner to withdraw her complaint, but that has not happened. This is not a defective product nor a defective install, we have determined that. The warranty covers both. This is a stormwater issue on this property and has nothing to do with our drainfield installed. 

  Customer response

  02/16/2024

  I know you close this because I didnt respond but I didnt realize I needed to. They have refused to work with me and I am pursuing options to take them to court. *** never worked with the company so bad in my life. He sent someone out here trying to sell me on the idea that the water in the drainfield was coming from the back of my house. When his employee checked out the situation, he said it wasnt coming from the back of my house but they would put in these drains around the field and ***** told me there would be no charge. Now I cant even get him on the phone or to answer an email. I have put a review in on your website .  I gave them one star because I couldnt give them no stars. If theres a way to reopen this, please do.

  Customer response

  02/16/2024

  Date Sent: 2/16/2024 9:12:07 AM
  I know you close this because I didnt respond but I didnt realize I needed to. They have refused to work with me and I am pursuing options to take them to court. *** never worked with the company so bad in my life. He sent someone out here trying to sell me on the idea that the water in the drainfield was coming from the back of my house. When his employee checked out the situation, he said it wasnt coming from the back of my house but they would put in these drains around the field and ***** told me there would be no charge. Now I cant even get him on the phone or to answer an email. I have put a review in on your website .  I gave them one star because I couldnt give them no stars. If theres a way to reopen this, please do.

  Business response

  03/14/2024

  My message is simple. The septic system that was installed as specified by the permit requirements, was approved during inspection, and it works as designed. The issue is the following.

  We have installed approx. 144yards of sand into the bed of this drainfield, this is the only absorbent area of the yard, the surrounding soils do not drain very well at all. During rains, the storm water finds this nice absorbent soils and drains to it. If you walk down the sides of the home during a rain, you are walking in a puddle of water on the surface of the yard. Our idea was to install two storm basins, one on each side of the home to catch the storm water and drain it at the sidewalk area, bypassing the drainfield area. We realize this will not help when the water table risers under the ground but will help drain the property of surface water. I did ask the homeowner to rescind the complaint and understand it is not caused by the drainfield we installed but I believe she is trying to recoup the money she paid for the system and that will have to take place in the courts, which she has said she is doing. I am disappointed that this situation has turned south but this is the property she bought and it has drainage problems, but the problem is not her septic system. 

  BTW, we have drained her tanks during our tests and even when her system is not putting water into the drainfield, the homeowner has water leaking from the drainfield. 

  Customer response

  03/14/2024

   
  Complaint: 20844278
  
  I am rejecting this response because:
  I am not trying to recoup anything. Im trying to get this field to work. I have another company coming to do an evaluation tomorrow and the health department has been out and has determined that there is still sewage leaking. This field isnt working and Ive spent more than $16,000 on it. Im not looking for anyone to give me anything free. Me ******** offered that when I complained. I didnt think it would work, but it was a **** site better than him suggesting it was coming from the Sewer drain behind my house.  He offered this so I would withdraw the complaint. I told him I would withdraw the complaint when there was resolution to my drainfield.  he sent someone out here who said there was no way it was coming from the storm drain and showed me what they could do but then after that, he refused to speak to me or return any correspondence.
  In addition to over $16,000 I have also had to pay for extra dirt which is washed away from whatever is bubbling up at that very corner of my drainfield. its supposed to be under warranty For two years. But it seems that ******************** wants to make sure that nothing is resolved and he wont have to honor that warranty.  I just want what I paid for which is supposed to be a working drainfield.

  Sincerely,

  
  ***********************

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