Complaints

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/8/24 Cyclone Septic replaced float in septic system. Homeowner at repair. Cyclone struggled installing power disconnect leaving pull tab not fully seated preventing good connection. This is why homeowner was able to touch pull tab and system powered on or off spontaneously.1-26-24 received call from family @ 11:22pm toilet would not flush. 11:28pm homeowner left message/Prohome emergency number. ******* contacted Cyclone Septic with no response. 12:22am Cyclone declined emergency due to rain/dark/no after hours emergency service. Homeowners told 2 days til overflow/apt set for 1/27/24 Homeowners traveled home 2am-5am. 33 calls made checking status of home/leaving request with Cyclone at 3:02 am for emergency service/no response.5am homeowner touched power disconnect to septic-it powered up. Tank drained for 4 hours prior to Cyclone visit.Phone log: 13 minute Face Time call/11:53 pm showing homeowner water was coming up under the bottom of the toilet. Water infiltration into the house started full hour before Culligan Regen documented by the softner.By 5am all tubs and walk in shower full of raw sewage, going under walls into carpeted rooms and wood flooring.1/27/24 ******* from Cyclone Septic checked the system/ released a clog which ******* advised came from an overfull tank with nowhere for solids to go. Homeowners and ******* witnessed the power go out on the system when homeowner touched pull tab on disconnect.1/30/24 Homeowner hired RB Electric to inspect power disconnect. It was demonstrated the"pull tab" was not installed properly by Cyclone Septic on 1/8/24, causing system to lose power causing sewage backup into home. No power to septic and no response for after hours emergency caused catastrophic loss which Cyclone Septic has stated they will not be responsible for and they provided a letter to Southern Comfort Homes stating system was empty and fine upon inspection causing Southern Comfort Homes to deny warranty.

  Business response

  02/05/2024

  While her story has changed multiple times we can all agree the system was confirmed working by the homeowner between the service call on 1/8 and the call on 1/26 and no calls were made to our office between those dates.  The homeowner was told that someone would be out "first thing in the morning" which is what was requested by ProHome when they contacted us.  We had a technician there at 8:30 am.  The homeowner allow water to run continuously between the time of the initial call and the technician's arrival which is what caused the damage, including allowing their water softener to backflush.  If water usage had been stopped when they noticed the problem, there would be no damage.  In addition, our insurance reached out to ****** to discuss the problem and she hung up on him.

  Customer response

  02/07/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  See documentation ****** 2 7 24.jpg

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

  Business response

  02/08/2024

  ****** is once again changing her story.  The homeowners have admitted they were in the disconnect before we arrived.  So, no, the disconnect was certainly not same position as it was when ************** left on 1/8.  It was running when ************** left.  The disconnect is also in an unprotected area of the home.  There is no way of knowing who accessed it between 1/8-1/26 - the homeowner, neighborhood kids, anyone could have messed with it.  There were no service calls between the 1/8-1/26 to indicate the homeowner had problems.  ****** is simply lashing out because she knows their failure to stop their water usage caused the damage.  She has admitted the water softener backflushed at 2 am and at 3 am is the first time they mentioned the toilets overflowing.  This is my last response.  I am done wasting time with her when she hung up our insurance agent when he called her and tried to discuss their problem. She's simply trying to find someone to push blame onto for their own negligence.  She can file a claim with her homeowner's insurance and let the insurance companies settle responsibility.   Our insurance company is aware of her complaint and that is why they attempted to speak with her. 

  Customer response

  02/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

  The amended statement submitted DID NOT answer the question:

  The second request is "Document in writing, NAME OF CYCLONE EMPLOYEE WITNESSING WATER RUNNING CONTINUOUSLY INSIDE THE HOME FROM 11:22PM UNTIL 9AM 1/27....9.5 hours... of running water, what was the SOURCE OF WATER,  how they KNOW we "ALLOWED" it to happen purposely causing water sewage backup into the home.

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

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