ComplaintsforWells Septic Installation, LLC

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid H&P Wells to drill a well at our new property on Jan 17. They inadvertently found our septic tank, my wife took pictures of the tank, it was undamaged. They moved the well to what they thought was an acceptable location and completed the job. on Feb 1, we had a septic company come to pump and inspect the septic tank, only to find tractor marks over the septic lid and the septic lid was cracked. I contacted Mr. ***** via email to ask for insurance information, instead of providing me the information, we spoke over the phone where I was informed he dug up the septic field line where the well was located, and even if he fixed the cracked septic lid, the septic is now not usable due to the well location. Mr. ***** agreed to help in replacing the septic, and after a soil test, offered us a 15% discount on a $6400 septic system. I have subsequently asked for his insurance information via text and email, and my wife has also called their office to ask for insurance information. They have failed to contact us in 4 days now. The well was placed in an improper location, we were not notified of the dug up field line or the fact that our septic is now unusable until we discussed repairing the damage. I demand their insurance information to make a repair claim, a replacement septic system, or a full refund for improper placement of the well. These delays have caused us to lose our permit to move to the property, we now have to reapply for a permit.

  Business response

  03/24/2023

  When we arrived to the property, we were asked to place the well in a certain location. This is when we found the septic tank. Yes, she took pictures of the undamaged tank. There was no damage to it at that time. I informed her that the first choice for the place of the well was not possible due to being too close to the septic tank. Another location was agreed upon, at an acceptable distance from the tank. We did not damage the lid. The field line was damaged during digging, which we would be happy to replace with no problem. Although the reason for the request for a soil sample was to prove what I suspected. A traditional septic tank and field line is not recommended by the Dept of Health due to the quality of the soil. The current system will not drain correctly, even in optimal condition. I came back out to the property and discussed this with the client and he verbalized understanding. I did offer a discount on the system that the Dept of Health does recommend. I am a certified septic tank installer and would not willingly install a system or parts of a system, that I have the experience to know, will not work. By evidence of this complaint, we would surely be blamed for the system not draining, even though they were advised of such.

  The well was not placed in an improper location.

  The lid was not damaged by us.

  A traditional septic tank and field line will not work properly on this site.

  We have been in contact with the clients and we have not received additional calls or messages that have gone unanswered. 

  Customer response

  03/24/2023

   

   Complaint: 1*******

  I am rejecting this response because:

  At no point in any conversation we had were we informed that the current septic was "improper" due to soil conditions.  At no point in our conversations over email or text was the damage to the field line was disclosed until I demanded action to be taken for the cracked septic lid, which you admitted was undamaged.  You asked for a soil inspection to make sure an overland discharge system could be installed, not because you "suspected" the soil condition was not proper for a traditional septic and field line septic.  You offered to replace the septic lid, then told me the septic was unusable because the field line ran too close to the well. I am attaching screenshot of text messages from Feb 8th at 3:59 PM where you agreed to meet me at the property to talk about WHY my current septic wasn't usable - a full 3 weeks after you completed the well install.  On March 6th, I messaged you at 10:35am asking for your insurance information, and have not gotten a reply.    I have also called your office on Feb 24th, with no return call.
  
  PROVIDE ME WITH YOU INSURANCE INFORMATION

  Regards,

  **** *****

  Business response

  04/03/2023

  Tell us why here..We received the complaint from the BBB, to which we responded recently. 
  
  
  The customer alleges that we damaged his septic tank lid, which we did not. We were instructed to come to the property to drill a well. We instructed the customers on the guidelines for placement away from the septic system. They had four flags placed indicating where the 4 corners of the septic tank were. They instructed verbally where they thought the septic system was, as well. We began digging with our excavator in preparation for drilling, when we found the septic tank in a location that they said it was not supposed to be located. We were within the area instructed to dig. Digging was halted and the customers notified that the well would have to placed in another location at a sufficient distance from the now identified location of the tank. They chose another location. We began preparing the ground in the new location. The lady took pictures of the lid, which was not damaged. 
  
  
  During the drilling process, the field line was hit by equipment. I did notify Mrs. ***** and that the septic system may not be usable either way due to the well placement and the quality of the soil. She stated that she understood, but that they may try to use it anyway.
  
  
  Mr. ***** contacted me about the damage, so I came out to the property to assess the alleged damage and discuss repair options if applicable. I am a certified septic tank installer as well, so I am very familiar with what types of systems work in what types of soils. I advised Mr. ***** to have a soil sample done by the MS Department of Health, which indicated that his current system was not appropriate for his soil. If I replace his field line, which is the only thing damaged by equipment, it will not drain properly due to the soil type/conditions. 
  
  
  If he is required all these inspections, permits, and authorizations to build, his current septic system would likely not pass inspection if it was even in optimal condition-as indicated by the MS Department of Health’s soil test. 
  
  
  If Mr. ***** can provide the appropriate proof that his current system was installed by a certified installer and passes state/county inspection, I am willing to work with him on a resolution.
  
  
  I would be willing repair the field line, but I will not be liable if it does not work properly because the soil test plainly says that the field line will not drain properly.
  
  
  I already offered a discounted price for the septic system that was recommended by the MS Department of Health.
  
  
  I was told initially to put the well in one place and that the septic system was far enough away. We found the tank in that initial location. I was then instructed to put the well in the second location. These were the only 2 options for a well location due to soil saturation and other factors.
  
  
  I will not refund the price of the well. I was instructed to put the well in this location by the customers after moving locations because the initial information on the location of the septic tank, given by the customers, was wrong. I am not liable that there instructions on placement of the well, again, is in a poor location.
  
  
  His needs have not been ignored and I have offered resolution between the 2 of us. I am still willing to obtain resolution to his issues, though this has and will cost me time and money.

  Customer response

  04/03/2023

   

   Complaint: ********

  I am rejecting this response because:

  Soil composition was NOT discussed with *********, my wife, and I.  We had ONE flag down where we were told by the property sellers the septic was located.  We made H&P Wells aware that the septic was not officially located, but was in that general area.  We were not familiar with regulations regarding placement of wells concerning septic tanks, we defaulted to H&P Well's professional opinion.  If the original well location we proposed was too close to the septic system, then why were we not told out-right?  The started digging and found the septic within 25-30 feet of where we had marked.  My wife, *********, then asked H&P Wells where THEY FELT a better location would be.  They moved the well to the second location, and damaged the septic field line.  We were not advised of the damaged field line at the time.  I understand that a well cannot be located within 50 feet of a septic, or 100 feet from a field line.  Instead of stopping the digging procedure to inform us that the second location was too close to the field line system or that they damaged the field line, they continued to place the well.  
  
  WE WERE NOT ADVISED OF THE FIELD LINE DAMAGE until a waste water company we hired discovered the damaged septic lid and we asked for insurance information.  Mr. ***** and I met on site to start working to resolve the damage, and he informed me of the field line damage - and that the could not repair the septic because of the field line location being too close to the well.   We originally discussed an overland discharge septic at a discounted price, but I  would have to get a soil inspection.  The form for a soil inspection allows for 2 options; 1. An inspection of existing system, and 2. A soil composition test to determine the preferred system to be installed.
  
   We do not have any paperwork for the original septic, and is NOT required by Mississippi State Department of Health for existing septic tanks - all that is required is a structural inspection.  
  
  The crushed septic lid was the fault of H&P Well,  I will upload images that show the equipment used, the undamaged septic lid, and equipment track marks over the septic.
  
  I can also provide documentation on 3 previous attempts to gain their insurance information.
  H&P Wells has continually denied any culpability for any of the damages caused by their company, and has refused a refund - ALL I WANT IS THEIR INSURANCE INFORMATION SO I CAN FILE A CLAIM.

  Regards,

  **** *****

  Business response

  04/04/2023

  Those pictures do not prove that the alleged damage was caused by our equipment. I stand by my statement and fact that Mrs. ***** was notified at the time of drilling of the field line damage and that the system would not be able to be used..

  We are not liable for damage to underground objects that we are not notified of the location. Nothing is ever hit or damaged carelessly or intentionally. We were instructed on where the tank was supposed to be. We found it where it was not supposed to be. We moved (which I normally charge extra for, each time we have to move-I did not this time as a courtesy). The field line was found in that location. Mrs. ***** was notified. 
  

  We in fact are insured and have never had a claim filed. The looming question to us is, why does Mr. ***** insist on filing a claim on our insurance rather than allowing us to fix his problem. I have politely and generously offered to help, even though it is not my responsibility.

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