Complaints

• Initial Complaint

  06/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Dear ***/*****,I am writing to file a formal complaint regarding a septic tank contract I entered into with Crews environmental that I believe does not abide by the Florida Administrative Code 64E-6, which regulates onsite sewage treatment and disposal systems.According to Florida Administrative Code 64E-6, the contractor is required to adhere to specific guidelines and regulations concerning the installation, maintenance, and functionality of septic tank systems. However, the company has failed to comply with several provisions, including but not limited to: *********** has not followed the prescribed maintenance schedules and procedures, leading to system inefficiency and potential environmental harm. Important details regarding the systems maintenance, potential risks, and operational guidelines were not disclosed as mandated by the regulatory guidelines.I have made several attempts to resolve this matter directly with the company, including multiple phone calls, emails, and written communication. Despite these efforts, the company has been unresponsive and has not taken any corrective measures to address the issues mentioned above.This situation has caused significant distress and inconvenience, including Health Risks. There are potential health risks due to improper treatment and disposal of sewage. I have incurred additional costs for temporary fixes and inspections from third-party services.Enclosed are copies of the contract, correspondence with employees at Crews Environmental, and documentation evidencing the issues with the septic tank maintenance/repairs and compliance violations.

  

  Business response

  06/24/2024

  Hello,

  Crews Environmental has contacted the customer and we are working to resolve the issue.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Crews Environmental on 08/08/2023 to complete a septic tank inspection and "water test" to the drain field. CREWS Environmental technicians came out on 08/10/2023. I was informed after their brief time at the property that the septic tank passed inspection and the water test was concluded. The technicians stated it passed. Upon purchasing the home in October, and just moving in we had another company come out to assess the size of the drain field as to the amount of people in the home. Upon assessment, it was advised the drain field was not large enough. I was then told the seal to the septic tank had not been broken. It was a very old system. After moving in on October 30th, the septic backed up on 11/03/2023. I had the *************** come out on 11/04/2023 for an emergency pump out. This only solidified the failing system, and that the seal to the old ta k had not been broken. I attempted to contact the *** *********************************** with Crews Environmental, only to be berated and called a little girl and to be chastised. I also sent them a video of the seal to the tank being opened by ***************. Had Crews Environmental completed the septic inspection that was advised they would be doing, then it would have been a failed system. This residence was vacant for several months prior to purchase, almost a year, in fact due to Hurricane *** repairs.

  

  Business response

  11/09/2023

  We greatly value client feedback and take customer concerns seriously as it helps us improve and ensure a better experience for all of our customers.

  We understand that the client had an issue with the point-of-sale septic system inspection Crews Environmental completed on 08/10/2023.  We have conducted a thorough investigation and concluded that Crews Environmental completed the job for which we were hired.  A full inspection of the septic tank and drain field was completed and a report detailing the findings of that inspection, along with a site sketch, was provided to the client. The inspection was completed by our senior pump out technician who has more than 8 years of experience.

  The written complaint states that the house was vacant for several months prior to post-Hurricane *** repairs and after the point-of-sale inspection was completed.  Crews Environmental has no way of knowing what happened at the house during that time, how the septic system *** have been stressed, or what damage *** have occurred. 

  The client also refers to a backup that required emergency service on 11/03/2023.  Crews Environmental is unable to comment on what caused the back-up since we did not complete the emergency service and septic back-*** can occur for myriad reasons. 

  Complaint Item 1. Assessing the size of the drain field as to the number of people in the home:  Crews Environmental was not hired to complete an assessment based on how many people would be living in the house; we were hired to determine if the septic system was functional at the time of the inspection. 

  Complaint Item 2. The client references a failing system later on in the complaint:  When Crews Environmental completes an inspection we clearly state that it is functioning or not functioning as designed at the time of service.  The report the client received, and uploaded as part of your complaint, clearly states at the time of service.  At no time does Crews Environmental warrant future operation.  We cant guarantee how the septic system will be used in the future or what damage *** occur to the septic system after the inspection.  Furthermore, a drain field that is too small for the number of people occupying the home does not indicate that the system is bad it indicates that the septic system is not being used as it was designed. 

  Complaint Item 3. The client stated that the seal to the septic tank had never been broken:  After completing a septic tank pump-out, tanks with concrete lids are resealed using hydraulic cement.  The tank is then reburied.  The seal will not look brand new because it was covered by dirt. 

  Complaint Item 4. The client stated that ************************ chastised you and called the client a little girl:  That is not correct.  ************************ asked the client if they knew how long it takes for a septic tank to fill up and the client answered one year.  When ************************ attempted to explain that that is not correct, the client used profane and personally abusive language and disconnected the call.  Witnesses were present during this phone call between the client and *************************  Due to the clients use of profane and abusive language, ************************ determined that it would be best to reply to the client via email the following day.  In regard to how long it takes for a septic tank to refill after being pumped out:  the water level in a 750-gallon septic tank will refill to the operating level within 5 7 days.  Septic tanks maintain a water operating level, and as waste enters the tank the water level rises.  Solids drop to the bottom of the tank, and the effluent flows out through the drain field when the water rises enough to reach the pipe to the drain field.

  Crews Environmental does not feel that a refund is warranted.

  Respectfully submitted for review.

  ***********************************, Vice President of Operations 

*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. ↩