ComplaintsforWest Coast Tank Recovery and Drainage

• Initial Complaint

  20/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired the company on Wednesday December 15 2021 to provide a oil tank scan and was very disappointed with the result. As this report was inconclusive, the buyers agent decided to hire his own oil tank pro to try to find the tank. With absolutely no equipment needed, the oil tank was discovered within 30 seconds. I was extremely frustrated that we were able to find the tank so quickly when there was a professional on site who said he looked in the cover and saw nothing under the home. What made me even more irritated was that the company suggested I needed to hire them for an Exploratory Dig for $895 for them to locate the tank. Upon returning home, Lucas called me, ***** and *******, accusing both myself and my seller of costing him a future job. When I could finally get a word in between *******, I told him I had no idea what he was talking about and that I was just about to phone the office to ask for a full refund for the service. Neither myself or my seller had talked to anyone about the scan on the property. ***** **** ********** ** *** ** *** ********** *** **** ** *** ***** ** **** ** *** ****** ** **** * ******* ******* *** Moreover, he started to ****** me, calling me a ****** and ***** realtor and stated that realtors do nothing but put a sign int he ground and get paid to do nothing. **** *** *** ****** ***** **** ******* **** * ******** **** ***** ***** *** ******** ******* ****** ***** ****** ********* *** *** ** ***** ** ***** *** ****** *** ********** ** *** **** *** ***** ******** ** *** * ***** ******* * **** ****** ***** *** ********* ****** ****** ********* ***** **** ********  Payment was requested to be sent via etransfer to a personal email prior to an invoice even produced. I found this strange *** **** ******** ****** *** *** ******* ***********. Additionally, requests to speak with the owner have been ******, with with their administrator offering a partial refund with the request that I do not share my experience publicly.

  

  Business response

  30/12/2021

  *** ********* * *** *** *** *** *********** **** ** ******* *** ******* **** *** ******* ****This is the formal reply to the complaint filed by **** ****, PREC who alleged that West Coast Tank Recovery and Drainage Inc failed to perform a service and/or failed to perform services in a satisfactory manner:

  STATEMENT OF EVENTS FROM WCTR PERSPECTIVE

  1. **** **** will be referred to as the ('Realtor'), West Coast Tank Recovery and Drainage, service provider, will be referred to as ('WCTR'). The address is **** **** **** ******* *********, referred to as ('the service property).

  2. On or about December 14th 2021, the realtor requested that WCTR perform an Oil Tank Scan (the scanning service) on his property listing at **** **** **** ******* *********.

  3. On or about December 15th 2021, WCTR dispatched a technician from Head Office in Maple Ridge, to the service property as requested by the realtor. 

  4. WCTR spent approx. 45 minutes at the service property.

  5. WCTR used three pieces of equipment to perform the service- first, the property was scanned in its entirety using a *** ******* Metal Detector, and then again with a Magnetic Locator. Finally, the technician scanned the entire property utilizing a Ground Penetrating Radar scanner (GPR). A visual inspection was also conducted- a vent pipe and fill pipe were located on the EXTERIOR East Side of the service property. During the initial scans with all three pieces of equipment, no signals resembling an Underground heating Oil Tank was located in the EXTERIOR area.

  6. WCTR services are limited to the EXTERIOR of the property and surrounding the residential dwelling.

  7. An entry door was observed on the East side of the residential dwelling. Upon removing the door, the scanning technician with WCTR observed a crawlspace or large void underneath of the home. An Oil Tank fill pipe was observed near the foundation wall, and near the crawlspace entrance. Photos were taken (see attached)

  8. The technician advised WCTR Head Office that due to the proximity of the fill pipe located and no signals located outside resembling a Heating oil tank, that it was suspected that the tank was present underneath of the home in the crawlspace (see attached)

  9. Report stated above findings, included photos (see attached), and recommended that exploratory work be conducted to trace the exact length of the fill and vent pipes to determine where in the crawlspace the tank was exactly situated (depth, size, determine conditions of soil for leakage, and investigate feasibility of removal of tank).

  10. WCTR Head Office advised Realtor (**** ****) of results verbally prior to sending report. The realtor then requested the attending technician from WCTR personally contact him and advise of results.

  11. The attending technician contacted the realtor (**** ****) via telephone at approximately 4:30 PM, and spoke with the realtor for approximately 15 minutes. The attending scan technician advised the realtor of the following:

  -A crawlspace or void was found under the building with access on the east side, and advised that due to the proximity of the fill pipe, that the tank is located underneath of the crawlspace. 

  -The realtor was advised that due to logistical difficulty and lack of access, the tank is likely unable to be removed

  -The scanning technician spoke to the realtor about the implications of the oil tank, its location, and how it relates to the real estate/property sale process

  -The realtor claimed that there was 'no crawlspace, but instead an open basement' and the technician corrected him and stated that there was in fact some sort of crawlspace area or open void under the residential dwelling

  -The realtor was advised that testing of the soils surrounding the tank in the crawlspace would be difficult, or likely impossible due to space constraints

  -The realtor was advised  by the scanning technician that the property owners, potential buyers, or any realtors could contact the scanning technician at any time for clarification

  -The conversation ended with **** **** thanking WCTR and accepting our findings.

  10. Report of scanning service and findings from WCTR sent to the realtor on December 15th 2021 at approximately 7:40 PM (see attached).

  11. The realtor (**** ****) responded to the email with the report and stated *** ********* * *** *** *** *** *********** **** ** ******* *** ******* **** *** ******* *****

   

  On or about December 16th 2021 (the next day), a client contacted WCTR advising that they no longer wanted WCTR to perform their contractual work on their property due to being advised by a 'friend' that WCTR performed subpar service on another property. The scanning technician that attended to the scan on **** ****'s property (who spoke to **** the evening prior as stated above) then contacted the realtor to ask why WCTR was potentially being terminated from a completely unrelated property. Obviously, WCTR was shocked and perplexed as to why this was occurring because the evening prior, **** **** (the realtor) seemed very happy with our services and even acknowledged that in an email, and on the telephone. 

   

  Upon asking the realtor (**** ****) what happened on his listing which would then lead to a completely separate client no longer wanting to retain our services, he initially denied any involvement. Upon speaking further and clarifying, the realtor (**** ****) then advised that he intended to 'call later in the day and demand a full refund for subpar services provided for the Oil Tank Scan completed at **** **** **** ****** (the service property). Once **** was advised that WCTR felt that they performed their services professionally and the scope of work, **** **** began to come across very ****, ************* and ********** during his conversation, obviously because he was told he was not getting a refund. **** was offered a partial, $100 refund on the phone, and a free scan in the future. He then began questioning WCTRs integrity, professionalism, implied that WCTR 'ripped him off', and that no service was completed because another party had called in another company that 'put a flash light into the crawlspace and saw the tank within minutes'. He then claimed that the scanning technician failed to even look inside of the crawlspace. 

   

  There are two issues at hand, as cited by **** ****: First is services performed by WCTR being apparently subpar, and second is the tone or the way WCTR staff conducted itself on the phone as cited in his complaint. First, to respond to the claim that WCTR staff spoke ****ly or unprofessional in nature to **** ****- Simply put, WCTR feels that **** **** is now fabricating false claims and claiming that he was spoken to ****ly to discredit WCTRs services provided. At no time was the representative from WCTR **** or disrespectful to **** ****. That is all the information WCTR has to provide pertaining to that portion of the complaint as technically it is all 'hearsay'.

  Second, to respond to the complaint pertaining to our services provided, being apparently subpar, and according to **** ****, justifying a refund: 

  Much of **** ****'s complaint is based on the scanning technician (Lucas) apparently missing the crawlspace all together, and accused him of not even opening the crawlspace. Which isn't a reasonable accusation because the scanning technician from WCTR (Lucas) explained in detail on the phone the evening of the service being completed that there was, in fact a crawlspace.

  1. WCTR contacted **** **** promptly when he requested the scan service.

  
  2. WCTR accommodated **** ****s appointment quickly with little, to no delay. 

  
  3. WCTR dispatched all the way from head office in Maple Ridge to the West End of Vancouver which entails fuel costs and driving time.

  
  4. WCTR used advanced GPR equipment as well as two other pieces of equipment and scanned the entire property, not just the one area. Including the concrete areas. We determined no tanks to be outside buried on the property in other areas, or on the east side near the vent or fill lines. There can be MORE THAN ONE TANK on properties. We determined with our services provided that NO tanks were present outside.

  6. WCTR provided a detailed report within hours. 

  
  7. **** **** admitted that he was satisfied with the report via email. with no formal complaint made upon receipt of the report.

  
  8. WCTRs report to **** **** was specific in nature and stated: "due to the proximity of the fill pipe located being close to the foundation as well as a crawl space access, it is suspected that a tank is underneath of the home buried in the crawlspace". Thus, **** ****** claims that WCTR did not provide a conclusive result or provide proper services is completely false. The report proves this.

  9. The scanning technician (Lucas) called **** **** via telephone and went over the service results, prior to the report being provided, and stated that A) He believed there to be a tank under the crawlspace and told you that you could  inform the sellers to disclose to potential buyers accordingly that there's a tank present underneath the home, B) He went over options with **** **** pertaining to the issue of the tank being difficult to remove or access, C) He went over the implications of soil testing issues and contamination concerns.

   

  WCTR finds it strange that **** **** raised absolutely zero concerns, issues or complaints during the follow up phone call on the day of the service being provided, nor did he raise any concerns whatsoever once he received his report. On the contrary, he claimed that it was exactly what he was looking for. WCTR is of the opinion that **** **** is fabricating several claims pertaining to its professionalism in an attempt to discredit its reputation, professionalism and integrity. If the service provided was poor or not what **** **** expected, why did he not raise ANY of these issues on the same day, or promptly the following morning?

  **** **** then engaged in unprofessional behavior after his refund request was refused. He would continuously call WCTR Head Office, demand to speak to the President of the company instead of using the proper channels and speaking to management, would text an Administrator from WCTR several times via text and ********** to engage in ********** ******** by spreading negative information about WCTR if he did not get what he wanted. In other words, ******* ** ****** WCTR if he did not get what he wanted. WCTRs administrator was then forced to block **** ***** ability to call, or text her as she felt that his behavior was beginning to become ********** and ************* ********, and instead encouraged **** **** to raise his concerns with the BBB. 

  In his complaint, then **** **** cites concerns with his payment method- to respond, WCTR provided **** **** with both a formal report, as well as a formal invoice/receipt for his payment. There is nothing unusual in regards to paying the administrator, an employee of WCTR, via Interac Transfer. **** **** received an invoice, and a receipt. And a report. 

  To conclude, as a goodwill gesture and to rectify these issues, WCTR reached out to **** **** and initially offered a $100 monetary refund on December 16h 2021, and an additional free service in the future. WCTR made an attempt to rectify this situation. But **** **** rejected the discount offer. WCTR had every intention of rectifying the issue, but in a fair manner for all parties involved. Due to **** ***** ********** behavior which involved *********** ** ****** WCTR by spreading misinformation to current and potential clients of WCTR, and other unprofessional conduct, WCTR will not be providing any refund whatsoever. 

  Customer response

  10/01/2022

  
  Complaint: ********
  
  In response to WCTR, I am rejecting this response by responding to their rebuttal. I have included this response in a *** version which is far easier to read as the response is lengthy.

  11. The attending technician contacted the realtor (**** ****) via telephone at approximately 4:30 PM, and spoke with the realtor for approximately 15 minutes. The attending scan technician advised the realtor of the following:
  -A crawlspace or void was found under the building with access on the east side, and advised that due to the proximity of the fill pipe, that the tank is located underneath of the crawlspace. 
  This was false, just like the report which was inconclusive and used the term “suspected”, Lucas said there may be a tank, it could be a horizontal above ground tank or maybe an underground tank and just like the report he could not confirm 100%. This is the excerpt from the email that had the findings attached:
  My technician did locate signs of an underground oil tank (the vent pipe and the fill pipe).  We need  to perform an Exploratory digging (by hand) to trace fill and vent pipes which is required to determine approximate location of possible tank. The cost of this would be $895 plus GST and would provide an answer as to whether a tank is present or not/ if it is underneath the property or not.
  As you can clearly see from the email that the technician had no idea if a tank was present or not, another examination needed to happen to see if there was a tank present or not as well as figure out if the tank was underneath the property or not. The technician had no idea if there was a tank and that is why they suggested a secondary service.
  Westcoast Tank Recovery cannot say in their defence that they were aware of a tank when clearly in the email as well as the report they provided was inconclusive. If they were aware that there was a tank located on the premises they lied in their correspondence and report by suggesting that a secondary service for $895 that needed, which would have been a complete money grab as well as very unethical.
  -The realtor was advised that due to logistical difficulty and lack of access, the tank is likely unable to be removed
  This comment was never made as there was no confirmation of a tank on the property, as stated above the technician advised that a further investigation needed to take place.
  -The scanning technician spoke to the realtor about the implications of the oil tank, its location, and how it relates to the real estate/property sale process
  This conversation also did not take place, it makes no sense that I needed advice on how the presence of an oil tank relates to the sales process of a home when I am a realtor. I am fully aware of what the consequences are of an oil tank on a property.
  -The realtor claimed that there was 'no crawlspace, but instead an open basement' and the technician corrected him and stated that there was in fact some sort of crawlspace area or open void under the residential dwelling
  The technician did not correct me as there is no crawl space located within the home. The oil tank that myself and my seller found is under an addition to the home. Again the technician did not find the oil tank and this goes back to that original email where the company needed to do further investigative work to see if there was even a tank on the property.
  
  
  -The realtor was advised that testing of the soils surrounding the tank in the crawlspace would be difficult, or likely impossible due to space constraints
  Again this point never came up in the conversation as the technician was unable to locate an oil tank during his scan.
  -The realtor was advised  by the scanning technician that the property owners, potential buyers, or any realtors could contact the scanning technician at any time for clarification
  Due to the severe lack of services, neither myself or the buyer’s agent felt comfortable getting any sort of professional opinion from Lucas as the scan that he did was completely insufficient. That is why the buyer’s agent brought his own oil tank removal company in to get a truly professional report.
  -The conversation ended with **** **** thanking WCTR and accepting our findings.
  The findings that were accepted was that there was no oil tank found on the property and further due diligence was recommended.
  10. Report of scanning service and findings from WCTR sent to the realtor on December 15th 2021 at approximately 7:40 PM (see attached).
  11. The realtor (**** ****) responded to the email with the report and stated *** ********* * *** *** *** *** *********** **** ** ******* *** ******* **** *** ******* *****
  The reason why I said that the report was perfect and exactly what I was looking for was due to the fact that the report was inconclusive and no tank was found on the property. As I am representing the seller, we are not wanting to find an oil tank on the property as it would severely affect the sales price. With Lucas’s report being inconclusive with no findings other than the locations of a fill and vent pipe, this was music to my ears because I was able to send over the report to the buyers agent stating that the Oil Tank removal company did not find an oil tank.
  After the buyer’s agent read the report he felt that the report was inconclusive and did not feel that West Coast Tank did a very through job. That is why on his own volition he hired the services of another oil tank company to do a proper report.
  Due to the lack of thoroughness, I had to arrange to go to the property with my seller the next day to figure out what was going on. I did not go to the property on the day of the scan so I wanted to go to the property myself to see if I could find the tank. I was expecting the tank to be extremely difficult to find, but all my seller had to do was lift the cover at the side of the house and just 30” from the cover was the tank clear as day.
  My seller, myself and the buyer’s agent all looked at each other with amazement with how Lucas was not able to find the tank. I didn’t even need to use a flashlight to find the tank, the natural daylight was enough to see the location of the tank just 30” away. The oil tank professional that the buyer hired did not even charge him for the service since my seller and I found the tank on our own.
  
  
  
  
  On or about December 16th 2021 (the next day), a client contacted WCTR advising that they no longer wanted WCTR to perform their contractual work on their property due to being advised by a 'friend' that WCTR performed subpar service on another property. The scanning technician that attended to the scan on **** ****'s property (who spoke to **** the evening prior as stated above) then contacted the realtor to ask why WCTR was potentially being terminated from a completely unrelated property. Obviously, WCTR was shocked and perplexed as to why this was occurring because the evening prior, **** **** (the realtor) seemed very happy with our services and even acknowledged that in an email, and on the telephone. 
  I fail to see why this is any of my concern as this complaint has nothing to do with me. How would I know why another potential client of theirs did not need their services anymore? Lucas did a horrible job on my property and clearly he has also done work for others who have not been happy with his services. I would have told Lucas straight up if I would have spoken to someone that day about the lack of thoroughness that was present on my scan, but it was not me.
  Even if it was me, I am entitled to my opinion and if I were to share that type of information to someone it is fully within a customer’s right to do that. For Lucas to jump to conclusions and assume it was me and phone me up and threaten me with a lawsuit was completely ************* and unprofessional. There are numerous 1 star reviews that single out Lucas on the way he verbally assaults and bullies customers, this is not a one off for him.
  Upon asking the realtor (**** ****) what happened on his listing which would then lead to a completely separate client no longer wanting to retain our services, he initially denied any involvement. Upon speaking further and clarifying, the realtor (**** ****) then advised that he intended to 'call later in the day and demand a full refund for subpar services provided for the Oil Tank Scan completed at **** **** **** ****** (the service property). Once **** was advised that WCTR felt that they performed their services professionally and the scope of work, **** **** began to come across very ****, ************* and ********** during his conversation, obviously because he was told he was not getting a refund. **** was offered a partial, $100 refund on the phone, and a free scan in the future. He then began questioning WCTRs integrity, professionalism, implied that WCTR 'ripped him off', and that no service was completed because another party had called in another company that 'put a flash light into the crawlspace and saw the tank within minutes'. He then claimed that the scanning technician failed to even look inside of the crawlspace. 
  Lucas initiated the phone call with me and he did not even ask for any clarification at all, he immediately started to yell at me, insult me, threaten me and not even let me get a word in. He told me he was going to talk to his lawyer because he was going to sue me for defamation, he ******** me for being a realtor and that all realtors think they are better than everyone else and have never done an ounce of hard work in their lives. That all we are good for is putting a sign up and that I am just a ******, ****** realtor.
  I let Lucas ****** me and when I finally got a second I told him that I never talked to anyone but I was in fact very unhappy with the findings. I informed him that I was planning on calling the office for a full refund, when I told him that he again flew off the handle with more insults before he hung up on me. Lucas did not offer me a partial refund or offer a free scan in the future, he hung up the phone on me and I then blocked his number and phoned the office to let them know what had occurred.
  I never was **** to Lucas, I never raised my voice to him and their accusations of me being ********** and ************* is false. I followed up the phone call with Lucas with a text message at 2:05pm:
  **** ***** **** *** ********** ************* *** ************** * ****** ** ****** *** ** *** *** ****** ** ****** ***** ****** ********** ** *** ********** ****** **** *** **** ***** **** ********* ** **** **** ***** ****** ******* *** ****** ***** *** ***** ****** ** *** ***** ******* **** *** *** ****** ****** *** *** **** ** ******** ** ***** ** ******* ***** ** ******* ******** *** *** *** **** ***** **** **** ***** * ** *** *** **** **** ** ** *** **** ******** ******** ** **** ** ****** *** ******** ** *** **** ** **** ** ************* **** **** ********* **** *** *** ***
  
  I did not say anything to anyone but moving forward I will be telling people to stay away from a *** **** like you.
  There are so many lies in this account it is shocking, especially where there is written accounts of what actually took place. This phone call took place on December 16 at around 2:00pm, the partial refund/free scan that was offered was contingent on the premise that I would not leave them a bad review was offered via email not phone call on December 16 at 11:57pm.
  **** ***** ** ***** *** **** **** ******** ******* ********** **** ** ******* ***** ** * ***** ** **** *** **** **** **** **** **** ********* ***** * ***** ******** ******* *** ******** *** **** ** ******* **** *** ** ***** ********** ***** ********* *** ** * ***** **** ** *** *** *** ********* ** ** *** *** **** ************ **** ** ********* * *** *** *** ***** *** ********** ** ** ****** *** **** ** ***** ***** ** ******* ** ** *** ***** **** *** **** ** ********* ** ******* **** ***** ******* *** ******* ****** ** *** ******** *** ** *** *** ******* ** ****** ******** *********** ***** *** **** **** **** *** ***** 
  There are two issues at hand, as cited by **** ****: First is services performed by WCTR being apparently subpar, and second is the tone or the way WCTR staff conducted itself on the phone as cited in his complaint. First, to respond to the claim that WCTR staff spoke ****** or unprofessional in nature to **** ****- Simply put, WCTR feels that **** **** is now fabricating false claims and claiming that he was spoken to ****** to discredit WCTRs services provided. At no time was the representative from WCTR **** or disrespectful to **** ****. That is all the information WCTR has to provide pertaining to that portion of the complaint as technically it is all 'hearsay'.
  WCTR states that I am fabricating false claims in terms of being spoken ****** to by Lucas in an attempt to discredit WCTR. Below is text from the email I received from WCTR from the incident:
  ****** **** ****** * ******* ******* *** ****** ******* ****** ******* *** *** ** **** **** * ***** * ****** ****** ** ***** ***** **** **** ****** ** *** *** ******* ****** **** ************* ** * ****** ******* ** ********* *** **** * *** **** ********* **** *** *** ***** ****** ***** **** ****** **** ************* ** ***** **** ***** **** **** *** **** ******* **** ******** **** *** ********* ********** ********** *** ************* ** **** ** **** ********** ***** **** ******* ** **** ******* * **** ** ***** **** ** ***** ** *** ****** *** ** *** ***** ***** ** ****** **** ****** **** ******** *** ** ******* *** **** ****** ****** ** **** ************ ***** *** ****** ** ***** **** **** ** **** *************** *** ******* ** ********** ****** *** ********** *** ********* *** ******* *** ** *** **** ******* *** ********** ********** ***** ***** * ********** *********** ** ***** ***** ********* ** *** ** ****** ** *** ***** **** ***** **** ***** ** ** **** * *********** ** ****** *** **** *** **** ** *** ****** ******* *** **** *** ******* ******* ***** *** ****** ** **** *** **** *** ****** ********** ****** ****** ******* *** **** *** **** *** **** ** ****** ** *** **** * *** **** ***** *** **** ** *** ********* ** *** *********** *** ******* ****** ***** *** *********** ***** ****** **** ****** ******* ********* *** ***** ******** ** **** **** *** **** ** ** *** **** *** **** ****  *** ************* **** ************* ** ** *** **** *** **** ********** **********
  
  If I was truly fabricating such things why did WCTR offer several apologies as well as a partial contingent refund if they did not wrong?
  
  
  Second, to respond to the complaint pertaining to our services provided, being apparently subpar, and according to **** ****, justifying a refund: 
  Much of **** ****'* complaint is based on the scanning technician (Lucas) apparently missing the crawlspace all together, and accused him of not even opening the crawlspace. Which isn't a reasonable accusation because the scanning technician from WCTR (Lucas) explained in detail on the phone the evening of the service being completed that there was, in fact a crawlspace.
  I believe it is a reasonable accusation as the oil tank was found with the use of no tools or lights. The cover just needed to be opened and 30” from the cover the oil tank was present clear as day to myself and the seller who have no formal training in finding underground oil tanks. As I stated before, there is no crawlspace, where the oil tank was found is located under an addition to the home. If Lucas did in fact open the cover and look inside he would be able to see that there was no crawlspace and that an addition was made to the home.
  There was no mention in Lucas’s report of an addition even though there was multiple signs that were clearly present on the exterior of the home. You could see where the new concrete perimeter was poured which was indicated by a line in the concrete as well as seeing were there was an extension of the siding on the side of the home.
   WCTR finds it strange that **** **** raised absolutely zero concerns, issues or complaints during the follow up phone call on the day of the service being provided, nor did he raise any concerns whatsoever once he received his report. On the contrary, he claimed that it was exactly what he was looking for. WCTR is of the opinion that **** **** is fabricating several claims pertaining to its professionalism in an attempt to discredit its reputation, professionalism and integrity. If the service provided was poor or not what **** **** expected, why did he not raise ANY of these issues on the same day, or promptly the following morning?
  I was not present on the property the day of the scan and as I mentioned before the reason I did not raise any concerns initially was due to the fact that I was planning on going to the property the following day to conduct my own due diligence. The reason I did not question right away was that the report did not find an oil tank on the property which was beneficial to my client.
  Below are excerpts from the email thread I had with the buyer’s agent showing my frustrations with how the report was inconclusive on December 15:
  **** ******** ******** ** *** *** **** ****** **** *** **** ******** ** ** **** ******** ** **** *** ***** ** ******* **** *** **** *** **** * **** **** *** **** ****** ** *** ******* **** ** *** ****** **** ******* *** ****** ******** *** *** *** **** *** *** **** *** ** *** *** *** **** *** ********* ************* ***** ** ** *** **** *********** ** *** **********
  
  This is what I received in the email with the report:
  
  ** ********** *** ****** ***** ** ** *********** *** **** **** **** **** *** *** **** ******  ** ****  ** ******* ** *********** ******* *** ***** ** ***** **** *** **** ***** ***** ** ******** ** ********* *********** ******** ** ******** ***** *** **** ** **** ***** ** **** **** *** *** ***** ******* ** ****** ** ** ******* * **** ** ******* ** **** ** ** ** ********** *** ******** ** **** *** *** **** ** **** ** **** * *** ***** **** ** **** **** ***** ** **** *** *** *** ******* * **** ****** *** ******* ********** ***** ******** ***** ******** ******** **** ***** ******* ** **** ** ** ** **** ***** *** ******** ** *** *** *** ******* ** **** ** *** ****** *** *** *** **** **** ******* ** **** ***** ******** ** *** **** ******* ************** ****** 
  
  No I was not at the scan I was at another home inspection with another client. I phoned the company and expressed my frustration with the report as it seems a waste of $500 because they could not come to a conclusion without another inspection. 
  
  I feel that the report is very misleading as it does state ‘suspected oil tank by detecting an abnormality that resembles the presence of an oil tank’ but it also states below **** ******* ********* ** ****** *** ******** ******* ** **** **** ** **** ********** * *****. They have a foot on either side of the ledger. 
  
  The report also speaks of a crawl space and I don’t know what he is referring to as there is no crawl space that is accessible from the home that I am aware of. I will be going to the house tomorrow to take a closer look of the area in question. 
  
  After I went to the property and found the oil tank alongside of my seller I had every intention to call WCTR to ask for a full refund, Lucas just so happened to call me first.
  **** **** **** ******* ** ************** ******** ***** *** ****** ******* *** ******** ** ***** ************ **** **** **** ******* ****** ** ***** ** *** ********* ** *** ******* ******* ** ***** *** ****** ******** *** ******** ** *********** ***** **** ** ************* **** **** ******* ***** *** **** *** ********** ** ****** ** ********** ******** ** ********* ******** *********** ***** **** ** ** *** *** *** **** ** ******* ** ***** ****** ******* ** ****** **** ** ** *** *** *** **** ** ******* ***** ************* *** **** ****** ** ***** **** ***** ******* ** ***** ** **** *** ** *** **** **** *** ******** *** ********* ** ****** ********** *** ************* ********* *** ******* ********** **** **** ** ***** *** ******** **** *** **** 
  ** **** ** ******** ** ** ***** *********** *** ********* **** ****** ** **** ** ******* ***** ******* ** **** ****** **** *** *** ***** **** **** ******* ** ** ***** ** ******** ** ***** * ** **** ** ******* ****** *** **** ********* *********** *** * *** ******** ****** ** **** ** ******* ********* **** ***** ****** ********** ** ** ***** ******** ** *** *** **** ***** * **** * *** ***** ** **** *** ** ****** *** ********* ** *** ** ** ***** **** ******* ***********
  I did try to go through the proper channels and I did ask to speak to Martin R****** who is the President and whose name is also on the inspection report. From what I gathered from talking to Shanel who is the administrator is that Lucas in the General Manager of the company *** ** **** ******** *********** *****.
  **** ****** ***** ******* ******* ** **** ** ***** ** * **** **** ** ********** *** ** * *** *** *** ****** ** ** * ******** ** ******* *** ********* **** ** *** * ********* ** *** ** ***** ** ****** *** *** ******* ******** *** *** ************ ******** **** **** As I mentioned, it is Martin’s name on the inspection report not Lucas so it makes perfect sense as to why I wanted to talk to Lucas’s manager.
  I would call WCTR head office because my calls were being ignored, Shanel initiated text correspondence as well as phone correspondence identifying herself as an employee of WCTR. I assumed that since she was texting me and calling me from that number that it was a work phone number. It was not until days later where she sends me a text message stating that this in her personal phone number and that I am ********* and ******** her.
  
  
  
  
  Text Correspondence:
  ******** ** ****** * ****** ********* ************* ** ***** ****** **** **** **** ***** ***** **** ******* ** **** **** **** ** **** ***** *** ******** *** ******* **** **** **** **** ** ****** * ** *** *** *** ****** ***** ** ******* **** **** ** *** ******** ***** ****** *** ********** ******* ******* *** ***** ** ** *** ***** ******** ** ** ****** ***** *** ********** **** **** ** *** ******** ***** ****** ***** * **** ** ***** ***** *** **** ********** ******** ** ******
  ****:
  
  **** *** **** **** ** ***** **** ** ****** ** ** ****** ***** **** *** ********* ** ** *** ********** ******* *** ** ******* ** ******* *** * **** ********** ** * ******** ***** ******** * ** *** **** **** ***** ********* ****** ** *** ********** ** ***** *** *** ****** **** ****** ******** ****** ******* ******** ***** ** ***** ****** ** ***** *** ******** ****** ** ****** ** *** ****** **** ** *** ****** ******** ****** **** ** **** ** ***** ** ** *** ***** ********* *** **** **** ********** *** **** ******* *** ** **** *******
  Shanel:
  
  ******** **** ** ** **** ****** *** *** *********** **** ***** *** ***** ***** ** ** *********** ** *** **** ** ** **** ** ** ** **** ****** ** **** *** ****** ****** *** ******* ******* **** ** ********** *********** *** **** ** ** ******* * ******* ****** **** ****** ***** **** ********* **** ***** ** ** ****** ****** **** ** *** ******** *********
  
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  *** *** ******* ** *** *** *********** ******** ** ***** ******** ** **** * ****** ********* **** *** **** ** **** * ***** ********** ******** ***** ******* *** *** ****** **** ****** ******* ** *** ********* ** *** ** **** ******* ** *******  ****** ***** *** ******* ** **** ******* ** ****** ******** *********** ****** ***** **** ***** ** ** ******* ** *** **** ***** ***** *** ******* ** *** ** ***** * ***** ***** **** ** ***** **** ************ ** ** ********** ** **** *** ****** **** ******** *** **** *** *********** ******** ***** ** ****** ** ****** **** ***** **** ****** **** ** **** ** *** ***** ** ** ******* ***** ********* ***** ** ** **** *** **** ** ************* * **** **** ** ********** **** ********* ******* *** ****** * ***** ********** **** *** ** *** ***** **** ******** ******* *** ********** ******* ** ** * *******
  
  **** * **** *****
  ******** ********
  ****:
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  MY RESPONSE TO THEIR REPLY:
  
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  Sincerely,
  
  **** ******

  

  Business response

  18/01/2022

  West Coast Tank Recovery will not be offering any further remedies or refund to the customer.
  
  A partial discount was offered to the customer, which has ultimately been declined and is no longer being offered. West Coast Tank Recovery provided a clear and thorough explanation and an unsatisfactory experience does not equate to a full refund being justified.
  
  It seems that the complainant fails to realize and understand that an actual service was performed including 1. travel time, 2. fuel costs, 3. technician time, 4. use of equipment, 5. the remainder of the property being scanned to ensure no other tanks were present and to ensure no tank was present outside which is typically the case with properties and houses of this era and 6. written report with photographs was also provided to the complainant in which he replied ***** ** ******* **** * *** ******* **** upon receiving said report and raised absolutely no issues or concerns raised on the same day the service was performed.
  
  Regardless of a certain aspects of the service that the complainant may feel were unsatisfactory (in his opinion), that does not justify a full refund. This is why the complainant was offered a partial refund in good faith which he ultimately declined.
  
  *** ***** ****** ** *** *********** ********* *** ********* ******* ***** ******* *** **** **** **** ****** *** *** ***** ******* ****** ** *** *********** *** ********** ********** *** ** ******* **** **** *** *********** ********* ** ******* ** **** *** ****** ** ******* *** ****** *** * **** ******* Furthermore, the complainants claim that he was spoken to ****** or ************ is completely false and hearsay. It should be noted that our office staff felt that on the contrary, it was the complainant being ****, ************* and unprofessional by *********** ** *****e West Coast Tank Recovery verbally and in writing if West Coast Tank Recovery did not give into his demands for a full refund.
  
  West Coast Tank Recovery has no further information nor will any further comment be provided pertaining to this complaint and considers this complaint closed. We have informed the complainant of the option to pursue other avenues and remedies such as filing a claim with the ** ***** ********** *******l.
  
  For the record, West Coast Tank Recovery offered the complainant a partial refund in good faith which the complainant has ultimately declined.
  
  West Coast Tank Recovery has no further comment pertaining to this complaint.

  Customer response

  18/01/2022

  
  Complaint: ********
  
  I am wondering when the agent on this file will step into this situation and give their opinion from that facts that were presented. Each side has presented their evidence and it is time for the BBB to come in here and say something.

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

*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. ↩