Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 01/02/2024 i contacted the *** to have an inspection of a tank on a piece of property I recently purchased to find out the condition of the tank. On 01/05/2024 The technicians, **** and ****; said there were cracks which were visible to myself and my husband, but we were told that $3600 for a deposit for a septic tank replacement and a rejuvenation of septic tank lines as a combination together it would cost $7000. Was told by the technicians that the $3600 would pay for them to do a rejuvenation as well as put us on their schedule for repairs and for parts to be ordered. We were told the rejuvenation by itself was only $1000 and I called the company later that day to request a refund due to wanting a second opinion and I was told that I would have to wait around 30 days depending on my specific bank. After numerous calls and emails the company has only offered $1000 refunded but that would leave me paying more than the quoted $1000 for the only job that was performed that day which was the rejuvenated pipes. The merchant informed me that it wasnt a correct quote and that the amount charged currently was correct. It wasnt the stated or discussed amount by the two technicians. I was told that they dont believe me and that I needed to read the invoice again; I read it multiple times and still came out with paying 2600 more than what I was quoted for only the rejuvenating at $1000.

  Business Response

  Date: 02/09/2024

  Hello,

  We provided several services for this customer. First was a ********************** inspection & septic tank pumping to complete the inspection. Next we removed the Old deteriorated concrete baffle, Connected to the outlet line as well the distribution box to Rejuvenate vacuum out all the waste clogging the supply lines. We also install Pvc parts on the rear baffle as seen in the photos with a Preventative filter. The customer wanted to install a new ********************** tank in which $1000 was put down as a deposit after the services were provided and materials installed. When the customer requested to cancel the ********************** tank replacement we refunded the Monies in the amount of $1000.00 without hesitation. We have a total of 42 photos to provide documenting our services rendered. The system only allows 5 photos to upload as seen. We have spoke to the customer about the issue in which was resolved and clarified. Now it appears they are attempting to take materials and services we completed by lying saying it was not approved.  Services were provided which our team was onsite for 2 hrs. to make the repairs. If you need the additional photos I can send via email if needed.  The charges made by the customer are valid and what was owed to our company.

  The deposit was refunded -10856808-2813 01/09/2024 5:35 PM Refund $1,000.00 Approved On ********* 3588 ****** *************************

  Customer Answer

  Date: 02/12/2024

   
  I am rejecting this response because: the company stated that I put down $1000 for the combination replacement and thats incorrect. As shown on this invoice I put down $3,622.00. Theyre lying and I want them held accountable 
  
  

  Business Response

  Date: 02/28/2024

  Hello,

  We have provided sufficient documentation showing service(s) provided, Goods installed as well documentation validating the correct charges as well refund issued.  The partial deposit made has been Refunded in which we provided the transaction receipt, revised invoice as well other written communication receipts. We are a business that provides services such as licensed inspection reports, repair work, septic tank pumping, installation for repairs all in which were completed without issue to ****** Inthavong  at ********************************************************************.. Documented photos of before, during & after repairs and services provided prove work. It only became an issue once ******************************* learned she was No longer buying the home So she felt we should of done the work for free demanding a full refund. We are not affiliated with the property listed above, Not affiliated with the Present owners at above address mentioned, Not affiliated with "*******************************" except for them hiring us and requesting services that were completed... This customer is trying to defraud our company as well the financial lending institution she paid for our services through knowing all goods have been provided. We have made several attempts to discuss professionally with the complainant but her motivate provide false statements. 

• Initial Complaint

  Date:10/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Got new pump and electric box installed on 7/26/22. Payed $6500 and 2 years waranty. I first called 6/17/23 to report a crack in the pipe attached to the pump and have called several times including today. Today was the first time I got a a call back in over 4 months. ONLY to be told i Have to pay over $200 service fee for them to even come to my house because they have to pay **** and the employee. There was no effort to help me in the first place then after 4 months I should pay them to check my system which is on warranty

  Business Response

  Date: 11/21/2023

  Good Morning,

  We have tried to work with ******* regarding this matter a few times. Just to clarify the scope of work performed on July 26th 2022 We installed a new Grinder pump with a new control panel with High water alarm. We did Not replace any PVC/plumbing as it was still in decent working condition. We also noted to customer while upgrading the parts replaced its recommended updating the plumbing to new SCH40 PVC which was declined due to cost being an issue. The system was tested and showed the customer everything was working great. The type of pump system that was installed has the plumbing standing above the ground level which is potential hazard(see photo of kids football next to unit) Customer has a two year warranty on items installed Good thru 7/26/2024 which she is aware as its listed on her invoice. Customer called in 1 year later after installation on July 15th 2023 stating" I have a leak coming from our washer box now. We advised we can help out of course but disclosed there will be a service fee to check the new issue "not related" to our work. She advised she would get back to us. Customer "never" called back until October 20th 2023 at 3:13pm She sent photo which is attached showing the Old PVC was cracked in half. No problem we offered to send our technicians out but again, a service fee will be charged if No repairs are made. We also just reminded through a normal conversation that pipe was Not part of our installation but can certainly replace it. Customer refused the service call to check the failure and demanded we replace it for free. Unfortunately we are not in business to make repairs for free. We have not heard back from customer thus far until this notice. We are still willing to help customer but she will need to pay for the replacement of the pipe.