Business ProfileforSalina Septic Service

On October 2023 I contacted Salina Septic Service and told them I was having a problem with my septic system. A technician responded and said we needed to drain the septic tank so he could inspect the system. After draining the system, the technician evaluated the system and could not see any problems. He noted a couple six-inch risers were damaged and could be allowing surface water to flow into the tanks. He told me about their Septic Plus Protection Club. He said it would cover the cost of his system evaluation and explained benefits. I was charged $430.00 for Repair of Septic Tank Risers, $295.00 for the Septic Plus Protection Club Plan, and $355.00 for Wastewater Pumping Service. I immediately called the company and questioned the $430.00 charge for the risers. The technician said it was the new billing system and he apologized for the excessive cost and said if I did not want to pay that amount, he was going to be in my area the next day he would replace my old risers and I could request a refund. After several calls the company refunded the $430.00. I received the original bill and refund for the risers only, in two separate emails. The owner did not contact me to discuss the charges. I assumed the problem was resolved and my bill paid, and I had a service plan on my septic system. On Jun 22, 2024, I contacted their emergency service and said I had their protection plan and needed my system serviced. Someone contacted me and said I would be receiving a call letting me know when they were coming. On Monday morning, I called the office and told them no one had contacted me. I was told they had refunded the charge for the service plan and put me on a do not provide service list. I did a search on my email account and the only two emails I received from the company were for the original bill and the $430 refund. If I had known I was being placed on a do not service list, I would have requested the owner contact me again so we could resolve this issue.

Walter, thank you for your feedback, and we apologize again for your experience. Going back to October of 2023, we first dispatched a service professional to your home on the 24th of October. We then performed our diagnosis of your system and collected your authorization signature on the invoice for all of the work to be performed. After we received your signature and collected full payment from you, we performed the services, including pumping your septic tank, repairing the brokens risers and enrolling you into our Septic Plus Protection Club. All of the work was completed and the job was closed out the following day, on the 25th. After completing the work, you left our technician a 5-star review when asked how your experience was. The next day, we received a call from you asking about the charges on your invoice and escalated your complaint regarding the total to management staff. In regards to the price you paid for the services performed, the total amount not only includes the parts we installed, but also includes our fuel to travel to and from your home, the wages paid to the technician doing the work, as well as the CSR who answered your calls, the insurance we carry to protect you and all of our other customers, the ongoing training we provide to our technicians to correctly perform all of the services, on top of the multitude of ever-increasing costs associated with being a professional septic service provider. Our Manager attempted to reconcile the issue with you, including offering you discounts on the work we had completed. It became clear that you were not going to be satisfied with any of our attempts to resolve your concerns, and we refunded you the entire amount of the repair, as well as the entire amount of the annual service plan, canceling the service. After the refund was processed on October 27th, 2023, we called to inform you of the status of your refund and also requested that you use a different provider moving forward. On Sunday, June 22nd, you called our emergency service line and communicated that you had been experiencing issues for the past couple of days and wished to have your septic system serviced ASAP. In the best interest of our employees and our company's reputation, we again suggested for you to contact a different service provider. We understood that this may risk a negative review, as seen here, but that your negative review would be better than continuing to subject our staff to the same struggles we experienced with you 8 months prior. We wish you the nothing but the best with your septic system moving forward.

The company's response is totally inaccurate. I requested the owner contact me regarding the charges several times and he never responded. No manager contacted me offering any discounts. No one contacted me in October 2023 letting me know they were refunding the charges for the protection plan and would not service me in the future. The only person from this company that was helpful, and professional was the technician. He apologized for the new billing system and non-responsiveness of his new company and said he would be in my area and would replace my old risers so I could request a refund. It stands to reason, if someone had contacted me back in October 2023 as stated in the owner's response, I would not be reporting this incident eight months after the fact.