Customer ReviewsforWest Coast Tank Recovery and Drainage

Their scanning was fine, but by far the WORST customer service I have ever experienced. Upon expressing displeasure with the information I received after the scan, I was chastised, yelled at, called an idiot and otherwise verbally ******* by LUCAS who I suppose is the manager?? Context: The night before the scan, I received a confirmation email stating: ******** ******* ****** *********** **** **** ** ****** ** ***** ** ** **** **** *** ******** ** ****** ******** *** ** ********** ** ** *** ********* *****.... -I did move much of this away from the house to the back of the yard to accommodate. I had some remaining items under my deck which is part of an extension that was added on to the house. I acknowledge this and in no way was this an issue or disputed. ON THE DAY: -The moment the scanner arrived, I met him outside in the yard, wearing a mask. I politely took him to the back yard where I had questions about some remaining items. The 2 things in question were a camper I had at the back of my property, and items under my deck which were part of the extension. I WAS TOLD SPECIFICALLY that they didn't need to be moved because tanks aren't typically in that area. There was another table near the corner of my house that I asked about and he had no problem telling me to move it which I did. THE PROBLEM: -2 days later, I was told my scan results were inconclusive due to not being able to scan in the same areas I just mentioned. When I pointed out the fact that the scanner told me not to worry about moving the items during the scan because tanks aren't typically in those areas, their email response stated in part: "**** *** ************ **** *** ** ** **** * ********** *** **** **** ****** ** ****** *** ******* ** ****** ** ****** *** ******** ******* *** ******** *** *** ********." -I pointed out the fact that they didn't convey any of that on the day. He didn't tell me he didn't have time to wait around while I moved things (even though I was ready to and easily could have and offered to), and he never told me that by not moving them I would instantly receive an inconclusive result......and he should have. I waited 6 hours for their "window" of service specifically so I could meet and make sure I accommodated as much as possible. *** ****** **** ** **** **** ********** ***** ** *** ** ***** *** ** *********** * ******** ****** *** * *************** ***** ******** ******* *** ******** **** **** ********* ***** ** ***** ** *** **** *********** **** *** **** *** ** ******* ** ***** THE BIGGER PROBLEM: -The issue isn't the fact that my results weren't to my satisfaction. The issue is the conflicting information I got on the day vs the justification I got afterwards when I pointed it out. I expressed discontent with this. THE CUSTOMER SERVICE: This is where the issue really starts. To sum up a few choice moments, I was told: -Its not our job to babysit people moving stuff around their yard -Had yelled at me: DID YOU OR DID YOU NOT READ THE EMAIL -Was told: You can go to five other scanning services that charge 500 bucks and get the same result. -LUCAS resorted to yelling the majority of conversation, consistently interrupted me, and I heard him say to someone "THIS IDIOT IS TALKING IN CIRCLES AGAIN". NEVER, have I experience anything like this from a company providing a service. At one point while he continued yelling I simply hung up. He felt compelled to call back and continue. I was literally beside myself with disbelief. This is a company PROVIDING A SERVICE???? Initially I was very respectful. I pointed out he was yelling and told him to stop. I asked numerous times for him to stop interrupting and let me talk....to no avail. In the end I told him ** ** **** ******* and hung up again. I think the catalyst which set him off was the fact that I called the guy that did the scanning "some kid", which I didn't realize was actually LUCAS himself that did the scan..... which he angrily pointed out while telling me his age and experience in the industry. Great job Lucas!! A shining example of customer service!!

West Coast Tank Recovery always strives to provide the best possible customer service. WE OFFERED A RESOLUTION: We wish to make it known to potential customers reading this review that our company contacted the customer after his complaint, prior to him filing a review with the BBB, and offered to re-visit his property, free of charge, and do exactly what he had asked us to do to resolve his initial complaint if he followed thru with moving the items in question. The customer DECLINED. He then decided to file a secondary BBB review after the fact which is unfair. Unfortunately, sometimes no matter what is said or offered as a suggested resolution, a customer remains unreasonable and unsatisfied. BACKGROUND: This customer contacted our company to provide a Oil Tank Scan on his property for the purposes of selling his property. As with every customer, after booking their Property Scan, a CONFIRMATION EMAIL is sent the DAY PRIOR which includes specific requirements to prepare the property prior to the technician arriving. The confirmation also specifically states the time of arrival, the date of arrival, and the address confirmed. Contained in this confirmation email is the following: A) how to prepare the property for the scan, B) what objects must be moved away from the residential dwelling or removed to endure a conclusive result, C) what areas are non-scannable and D) the limitations of the scan. Also included in this confirmation is a request that any gates be unlocked, any dogs be inside, and that contact not be made with the technician due to the ongoing COVID pandemic and wanting to protect both the customer, and technician. We specifically state in our confirmation that for that reason, the homeowner is not required to wait at the property for the entirety of the provided time bracket arrival time and we accommodate to get the Property Scan done even if someone is not home. THE CUSTOMER COMPLAINT: First part of complaint- regarding our pricing: after the scan was completed, the customer tried to demand a discount and/or refund for the scan fee because PRIOR to booking his property scan, our office had quoted $295 mistakenly instead of $395 because of a typo. This was a mistake and the customer acknowledged that fact prior to accepting his booking. He then accepted his booking and subsequently confirming our company to attend. This customer then decided after the scan was completed to raise the issue again with his other complaint to our office, citing "poor customer service" because of this error when at the beginning he acknowledged it was an error and booked our company after the fact. After the scan was completed, for whatever reason, he began raising this as an issue again. Second part of complaint- regarding the quality of service provided and outcome: The technician arrived on site within the provided alloted time bracket. The customer proceeded to speak in close contact with our technician, which we specifically asked not be done during COVID as per the confirmation email sent. The customer then proceeded to show the technician areas of the property that the customer failed to have prepared for the technicians arrival. The customer stated on site. the technician stated "did the office not confirm with you that these objects had to be moved?". The customer replied "yes but I didn't know if you could scan here and I can move items now". These items included metallic objects bicycles, skateboard ramps, garden tools, a patio set, hoses laid on the ground, and a large trailer in the backyard which the customer would have had to move by hooking the trailer to his vehicle. All of which would interfere directly with the scanning equipment and also cause a delay in the actual allotted time for the call out. He subsequently asked our technician to wait before proceeding whilst he attempted to move these items. The technician declined, citing a requirement to follow his timeline and schedule due to other customers also in the queue and proceeded to scan the areas open and/or available to him. In concluding, the technician did arrive on time, and performed the Property Scan. Photos were taken of inconclusive areas. A full report was sent to the customer in a prompt manner which also stated that no tank was suspected to be present on the property. Which is what he ultimately needed. the issue he decided to raise was the report showed photos of areas that were unable to be scanned, including under the trailer in his yard and the area which he failed to have cleared in time, prior to the technician arrival. As per the confirmation email sent to the customer, it stated clearly prior to us even arriving that "parked or abandoned vehicles will not be scanned under and will be cited as an inconclusive area unable to be scanned. The confirmation email also specifically requested ALL objects be moved away from the perimeter of the residential dwelling. Other areas cited in the report included under the homes addition, and the garage/large shed which we cannot scan underneath of. We have to be transparent in our reports and also cite any inconclusive areas due to liability. THE CAUSE OF INCONCLUSIVE SCAN IN CERTAIN AREAS- The customer fails to mention that he ultimately failed to adhere to the written confirmation email sent to him the evening prior to the scan appointment. We send a confirmation email outlining all details and requirements for a reason. In the past, our technician would arrive to a property full of items and debris. It is ultimately up to the customer to adhere to these requests to ensure their scan is completed with the most conclusive result. As per the confirmation email, it states "this will ensure that your scan is completed in a timely matter and the most conclusive result". The customer admitted on the telephone that he received the confirmation and moved some items, but "hoped the scan could be completed without moving certain items". If the customer takes that chance and then receives an inconclusive scan result due to his own negligence, that is not our companies fault. WHY WE CANNOT WAIT FOR A CUSTOMER TO MOVE ITEMS AT TIME OF TECHNICIAN ARRIVAL- We call out to and visit several customer properties on a daily basis and commit to arriving to everyone's Property Scan in a timely matter. If we were to sit at every property and assist the customer in moving objects that were ultimately asked to be moved ahead of time, we would never get to our other customer appointments. Further, with the ongoing COVID pandemic, it is our preference not to expose our technician to a stranger, or the property owner to a stranger for their own health and well-being. It is expected that the customer adhere to their confirmation email sent the previous day. If the customer fails to do so, then the customer takes a risk of the property having inconclusive areas marked where they failed to prepare properly. Citing our service as poor and incomplete, a scam or improperly done is unfair. Had the customer property prepared his property, he would have gotten the result he was ultimately wanting to achieve. This customer is blaming our customer for his own negligence and laziness. CUSTOMERS INTERACTION WITH OFFICE STAFF- The customer cites our office staff having poor communication. This is furthest from the truth: In fact, as witnessed by other staff; the customer was consistently hot tempered and became extremely angry. Our office attemped to calmly rectify the situation, explain why the result was provided, and offered solutions and a resolution. The customer would not accept any verbal explanation and continued to interrupt on a continuous basis. The customer used a poor choice of words including very foul language by telling staff to "go F ourselves" and called our technician a "kid"- somehow implying the look of his age was the cause of the scan occuring the way it did when in fact it was his own negligence and ignoring the confirmation email sent to him. It was just another rude, uncalled for remark by the customer in his anger-filled rage. In general, he was extremely rude on the phone and used other foul language. As with any business, regardless of the complaint, professionalism remains a key factor in business. And remaining calm. We are not in the business of being abused by an unsatisfied customer. At the same time, we do not yell and scream at our customers. Or swearing at them. In any other store environment or restaurant environment, for example: if someone begins yelling and screaming, swearing and verbally accosting staff, they would be asked to leave the establishment immediately and no resolution would be offered. Subsequently, we felt compelled to block this customers phone number. However, even after being treated poorly by the customer, our office in good faith extended an offer to rectify the situation and do whatever was required to ultimately make this customer happy was extended via text message. The customer DECLINED. If this was simply a matter of wanting a better outcome, we feel the customer would have accepted this offer and let this matter go and move on. Instead, the customer decided to decline, and ultimately post a review to the BBB. In conclusion, we want every single one of our customers left happy and completely satisfied. A resolution was offered to rectify the problem which lead to the complaint in the first place, which for whatever reason, the customer DECLINED THE RESOLUTION. -West Coast Tank Recovery Customer Satisfaction Team

Aside from a number of flat out lies in Lucas's response (not surprising), I will re-iterate one thing regarding the service I received on the day of the scan: Most companies providing a service would go out of their way to accommodate a customer.....period. West Coast Oil Tank Removal (Lucas) DID NOT! I asked questions, I got misleading answers when in person, and ultimately I could have moved the objects while Lucas scanned other areas OR he simply could have told me the truth when asked on site. But I guess he felt misleading a customer when face to face is better than a possible unhappy client. I never stated that I wasn't aware of the email requirements to move everything, I simply stated that not everything was so straight forward ( I don't have a garage) so some things I simply asked the question and was ready and willing to get things moved and it would have taken me under 10 minutes. The reason I declined the "resolution" was that I would never invite a company\person back to my property after treating me (the customer) the way you did. You are the one who called me 3 times and the only time I called you was after initially missing your call. even after I hung up on you the first time you called back and continued yelling. I declined having you back to my property and requested you never contact me again because you are not a professional or nice person. If you really want to resolve the issue, simply refund my money for an incomplete service and bad on site information.