Complaints

• Initial Complaint

  04/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 1/19-2023, I called several businesses about getting a sewer line unplugged. Stearns provided a verbal indication of charges in line with others and had availability. After unplugging the line with a water jet, they suggested video to be able to provide an accurate estimate of work needed to permanently resolve the issues. Additional charges where not mentioned. The bill presented was nearly $1,500, more than double what had been indicated. After I paid, yet expressed my shock at their upsell, they refused to deliver the estimate (which was the whole point of a video) and after three months I have not received any of the additional work product, including estimate or video. At this point it has no value, and they should provide a refund for any services beyond the basic 30-minute job of unplugging the line that they were asked to do in the first place.

  Business response

  04/14/2023

  We responded to a call from Mr. **** on 1/19/23 for an emergency backup. Our technicians relieved the issue and asked Mr. **** if he wanted to camera the line to determine the cause of the backup, providing the cost of the additional work prior to moving forward. He agreed to the additional services and the result was deteriorating pipe which was recommended to have replaced. As you can see from the attached, Mr. **** signed the work order which indicated the price of the job. The email chain attached shows the initial email from Mr. **** on 1/20/23 showing his displeasure with the charge and our response. The next time we heard from Mr. **** was on 4/4/23 in which he indicates that he requested the camera service. The video on a thumb drive was mailed to Mr. **** on 4/5/23 at his request (we keep these but rarely send them to residential customers).

  We choose to not further service Mr. **** as he has proven to be threatening.

  Please let me know if further information is needed.

  Tina S******

  Customer response

  04/14/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because:

  1) Tina Stearns was not present, and has her facts wrong, and has provided zero evidence for the claims she is making,

  2) This was not an emergency response. In fact, I called several businesses on a Wednesday, making it clear it was not an emergency, and I chose them because their estimate was in line with others, and some neighbors had favorable comments,

  3) We requested our drain pipe unplugged - none of the other additional work was suggested by us,

  4) We did “agree” to have the line videoed to determine the best fix, but this was suggested in order to provide a recommendation and estimate (promised) as to how to address the longer term issue,

  5) AT NO POINT during this work were ADDITIONAL CHARGES discussed, nor approved. A Bill for nearly $1,500 was presented AFTER the work was completed, with a request for signature and a check,

  6) Neither the video (which at this poin, 3 months later, has no value), nor the estimate that was verbally promised, were ever provided,

  7) It is very clear that Stearns Septic doesn’t like negative feedback, and their approach is to not deliver on the work they promised. In addition, based on feedback from neighbors following this incident, price transparency is not their thing.

  Please ask them to submit any evidence of price discussed prior to the work done - they have none, because there were none. In fact, there’s a note to “get signature” on the work order, suggesting they knew they didn’t have their ducks in a row. Please ask them to submit evidence of delivery of the services they verbally promised (estimate and video). Yes, I signed their “work order”, after the work was done, on the basis of verbal promises, but it was way out of line relative to what they discussed up front, and included verbal promises for which I have submitted evidence of non-delivery. Tina Stearns has refused to provide a (promised) estimate because she doesn’t approve of my disapproval. Tina Stearns has acknowledged not delivering the video (which they claimed would help me get estimates, but that also turns out to not be true). So, basically, all the “extras” for which they charged me, were worthless.

  The only remedy that is acceptable is they refund me for the items I did not request up fron (unplugging the drain), and that they eat the extras for which they did not deliver (video and any services recommended in order to provide an estimate for proper repairs, whcih they now refuse to provide).

  Sincerely,
  
  ****** ****

  Business response

  04/17/2023

  We have fully refunded Mr. ****'s payment to our company for services.

  Customer response

  04/21/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is more than satisfactory to me.
  
  Sincerely,
  
  ****** ****

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