ComplaintsforCleanEarth Environmental, LLC

• Initial Complaint

  12/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We renewed our contract ($350.00 paid 9-1-2020) with this company on 9-1-2020 and said contract was for a septic inspection twice in the year 8-1-2020 through 8-1-2021. When contacting Division of Environmental Health, they had no record of this contract, nor did they have any record of inspections completed during this time frame. (NOTE: we separately paid for our permit good through 8-31-2022). My husband and I both left separate phone messages to 239-479-5326 in late September 2021, as we also needed a contract for year 2021-2022. I then sent a certified return receipt letter to their business address which was received 11-8-2021. Still no reply, with our email included in same. Thinking I had submitted a complaint, I was informed by you that I submitted a "review" and was told by you to resubmit as a formal complaint. I authorized you to give my phone number to the business owner. Desired resolution (not enough space below): Email copy of the one inspection done (as per owner James, who contacted me by phone after my initial complaint/review). He offered to do 2nd inspection per contract, but could not provide a date. I asked that he telephone or ring my doorbell when he arrives for the inspection. We agreed it was a difficult year with COVID, I advised that a brief email or letter explaining the company's delays in completing inspections would have been preferable. I did not ask why they never sent me a renewal contract for 2020-21, as they have in the past. He stated he did not get our phone calls (and our letter went to a PO Box), but I did see they had an incorrect phone number on our prior year contracts, even though when we signed we always put our correct phone number on it. Although he said we gave him contract/payment in September in person, we are never in Florida at that time and always mail our payment/contract from upstate NY. We have neighbors who watch our home when we receive packages or have pool/lawn, etc services.

  Business response

  01/18/2022

  Consumer Response /* (3000, 11, 2021/12/23) */ I was contacted by James J.. Mr. J. could not verify when he first came out to inspect our septic for year 8/1/2020 thru 8/1/2021. He stated he lost records in a lightning strike. He offered to come out and do the second inspection. He came out, said he did inspection (we were not home but he called to speak with me). He asked if this satisfied our contract and I stated no, that I would like a copy of both inspections per the contract. If he had no records of anything, a statement indicating approximately when and what he performed would be accepted by me. I verified he had our correct email, phone number and address. I further stated we were not sent a renewal contract for year 2021-2022. He said he would offer us the contract at half price. After discussion with my husband, we decided to not renew with Clean Earth Environmental, and I sent him a follow-up email regarding same. I also asked for the inspection information. I have not received anything from him to date. After contacting the Florida Division of Environmental Health, they also have not received any information nor the signed contract for year 2020-2021. They did however state they were behind in updating their records (from August 2020????). Mr. J. indicated to me he lost staff and had Covid, but I asked him that a simple email or letter explaining the delay would have been best customer service practices. I have given $350 annually since year 2015 and have never received any record of any inspection and wonder if they were really ever carried out. Business Response /* (4000, 13, 2022/01/05) */ CleanEarth has not been apart of the BBB for a few years know and will never be apart of of the BBB ever again. We offered the customer a few options to rectify the situation The year of 2020 was a very unusual year. We have arrived this customer for 5 years with out any issues or complaints Nothing we were going to do as a company was going to fix this problem some people you just can not satisfied With this being said When miss Spaulding contacted the company she was calling the personal cell phone of the lady that handled the ATU contracts and did not call the company phone number The phone number we have on file was a good number but the husband number and we left more then one message When the BBB contacted us we ask them for her phone. Number When we spoke to miss Spaulding we explained what happen and we were more then happy to make it right This is not what the customer wanted Last year was the perfect storm and as a service provider We all ready knew there was going to be a few problems and put a plan together to fix any problem from the year 2020 We did do all the required maintenance visit for that year However are digital recorded got messed up and the health department has changed to DEP And they are behind about a year So this is your perfect storm I f the customer is not willing to work this problem out with the company clean earth that has had no problems in five years Then the customer just want to complain I personally have a reputation for doing right by my customers and doing the job right the first time. We are just human and make mistake for time to time but we have always done right by our customers. We are not the only maintenance company in the county so if the DOH decides to fine them for not having a contract with a new company we are not responsible for that I personally gave this my best effort to make this right and the the spauldings did not want that So case is closed I wish them the best Consumer Response /* (4200, 15, 2022/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) All I asked from this owner was that he provide a written statement (if he lost his records) of the two times he had been to our property for 2020-2021 contract. He did not do this. We know he came to our house once for service (after I called him) as he sent a picture. Pre-pandemic this owner never provided us a copy of what inspection work was performed since 2015 (except once for a repair item). I am not concerned with the Health Dept. not having records as I spoke with them. The owner thought by offering a "half-off" contract for the year going forward that this would satisfy us. We refused and will seek service elsewhere.

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