Complaints

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 01/02/2024 i contacted the *** to have an inspection of a tank on a piece of property I recently purchased to find out the condition of the tank. On 01/05/2024 The technicians, **** and ****; said there were cracks which were visible to myself and my husband, but we were told that $3600 for a deposit for a septic tank replacement and a rejuvenation of septic tank lines as a combination together it would cost $7000. Was told by the technicians that the $3600 would pay for them to do a rejuvenation as well as put us on their schedule for repairs and for parts to be ordered. We were told the rejuvenation by itself was only $1000 and I called the company later that day to request a refund due to wanting a second opinion and I was told that I would have to wait around 30 days depending on my specific bank. After numerous calls and emails the company has only offered $1000 refunded but that would leave me paying more than the quoted $1000 for the only job that was performed that day which was the rejuvenated pipes. The merchant informed me that it wasnt a correct quote and that the amount charged currently was correct. It wasnt the stated or discussed amount by the two technicians. I was told that they dont believe me and that I needed to read the invoice again; I read it multiple times and still came out with paying 2600 more than what I was quoted for only the rejuvenating at $1000.

  Business response

  02/09/2024

  Hello,

  We provided several services for this customer. First was a ********************** inspection & septic tank pumping to complete the inspection. Next we removed the Old deteriorated concrete baffle, Connected to the outlet line as well the distribution box to Rejuvenate vacuum out all the waste clogging the supply lines. We also install Pvc parts on the rear baffle as seen in the photos with a Preventative filter. The customer wanted to install a new ********************** tank in which $1000 was put down as a deposit after the services were provided and materials installed. When the customer requested to cancel the ********************** tank replacement we refunded the Monies in the amount of $1000.00 without hesitation. We have a total of 42 photos to provide documenting our services rendered. The system only allows 5 photos to upload as seen. We have spoke to the customer about the issue in which was resolved and clarified. Now it appears they are attempting to take materials and services we completed by lying saying it was not approved.  Services were provided which our team was onsite for 2 hrs. to make the repairs. If you need the additional photos I can send via email if needed.  The charges made by the customer are valid and what was owed to our company.

  The deposit was refunded -10856808-2813 01/09/2024 5:35 PM Refund $1,000.00 Approved On ********* 3588 ****** *************************

  Customer response

  02/12/2024

   
  I am rejecting this response because: the company stated that I put down $1000 for the combination replacement and thats incorrect. As shown on this invoice I put down $3,622.00. Theyre lying and I want them held accountable 
  
  

  Business response

  02/28/2024

  Hello,

  We have provided sufficient documentation showing service(s) provided, Goods installed as well documentation validating the correct charges as well refund issued.  The partial deposit made has been Refunded in which we provided the transaction receipt, revised invoice as well other written communication receipts. We are a business that provides services such as licensed inspection reports, repair work, septic tank pumping, installation for repairs all in which were completed without issue to ****** Inthavong  at ********************************************************************.. Documented photos of before, during & after repairs and services provided prove work. It only became an issue once ******************************* learned she was No longer buying the home So she felt we should of done the work for free demanding a full refund. We are not affiliated with the property listed above, Not affiliated with the Present owners at above address mentioned, Not affiliated with "*******************************" except for them hiring us and requesting services that were completed... This customer is trying to defraud our company as well the financial lending institution she paid for our services through knowing all goods have been provided. We have made several attempts to discuss professionally with the complainant but her motivate provide false statements. 

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Got new pump and electric box installed on 7/26/22. Payed $6500 and 2 years waranty. I first called 6/17/23 to report a crack in the pipe attached to the pump and have called several times including today. Today was the first time I got a a call back in over 4 months. ONLY to be told i Have to pay over $200 service fee for them to even come to my house because they have to pay **** and the employee. There was no effort to help me in the first place then after 4 months I should pay them to check my system which is on warranty

  Business response

  11/21/2023

  Good Morning,

  We have tried to work with ******* regarding this matter a few times. Just to clarify the scope of work performed on July 26th 2022 We installed a new Grinder pump with a new control panel with High water alarm. We did Not replace any PVC/plumbing as it was still in decent working condition. We also noted to customer while upgrading the parts replaced its recommended updating the plumbing to new SCH40 PVC which was declined due to cost being an issue. The system was tested and showed the customer everything was working great. The type of pump system that was installed has the plumbing standing above the ground level which is potential hazard(see photo of kids football next to unit) Customer has a two year warranty on items installed Good thru 7/26/2024 which she is aware as its listed on her invoice. Customer called in 1 year later after installation on July 15th 2023 stating" I have a leak coming from our washer box now. We advised we can help out of course but disclosed there will be a service fee to check the new issue "not related" to our work. She advised she would get back to us. Customer "never" called back until October 20th 2023 at 3:13pm She sent photo which is attached showing the Old PVC was cracked in half. No problem we offered to send our technicians out but again, a service fee will be charged if No repairs are made. We also just reminded through a normal conversation that pipe was Not part of our installation but can certainly replace it. Customer refused the service call to check the failure and demanded we replace it for free. Unfortunately we are not in business to make repairs for free. We have not heard back from customer thus far until this notice. We are still willing to help customer but she will need to pay for the replacement of the pipe.

   

   

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my septic tank pumped out on March 22,2022. While uncovering the tank the guy broke a corner piece off my lid. He said that he would replace it with a lid he had. The motor on his pump caught fire and he had to leave saying he would come back or someone would be back to finish the pumping and replace the lid. They came back and finished pumping but the lid they had didnt fit so they put the old one back on with the hole in it and covered it with dirt. I called and asked if they were going to fix it they said it would cost me 475 dollars. I had already paid for the pumping $400 before I knew they hadnt replaced the lid. They broke my lid I thought it was only fair they pay for it. I even said if they would pay for half of it. They refused both. I called the health department because I have a small child living with me they transferred me to the environmental department both said they couldnt do anything. I am living on social security and could barely afford the pumping out of my septic tank. Please help me with this issue.

  Business response

  03/31/2022

  Hello,

   

  thank you for voicing your concerns. At this time we are not able to proceed forward. As we indicated many times over the course of ***** calling into the office to demand that she needs a lid for free and making threats repeatedly. We have sent over pictures and documentation that the lid was fragile to begin with. It was without a doubt going to concave in because of how old and deteriorated it was: the tech that went out pumped your tank for 400 dollars which is standard rates for a septic pumping on a **** gallon tank. Lids also cost the amount that we quoted her from our precasting vendor. We are in the business to stay a float as well as help customers. Im not sure if ***** is aware with recent events of how expensive everything has become in our modern times in life, but at this time we are not able to give anything away for free because we came out to do a job and she does not feel satisfied with the job. We did not break anything, we charged her a fair price and this account is closed on our end. Thank you for your time. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩