ComplaintsforVega Septics & Environmental Services

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our septic alarm went off Sunday September 17 at 6 pm. I called the emergency line for VSE Septic and no one answered, after multiple calls that night and silencing the alarm we never heard from them. I left multiple messages through the website and the phone for service. They called the next morning to schedule service call for the earliest Tuesday. September 19. I asked why the emergency line didnt send me to anyone and they said it was a Mexican Holiday and the person must have taken off. They sent ****** out to my home the afternoon of Tuesday. Sending ****** out that day cost me ****** including tax. ****** couldnt identify the problem and needed a two man crew. They charged us for two more days of work and 3 men total cost us an additional ******* dollars in labor, said I needed a pump out for ******, and that didnt even include all the parts they said we needed. SO total just in labor that was *******. I had a service contract with VSE Septic up until yesterday when I canceled everything. I felt something wasnt right so I had a second company come out to give a second opinion.They fixed the problem within 15 minutes. Turns out that at some point (could have been regularly scheduled maintenance 1 month ago) the control box dial was switched to a 1 instead of the 6 it was supposed to be on for a house of at least 5 bedrooms. As soon as my new Septic Company came out he found that very odd and turned it back. Three days of multiple men coming out a standing around my septic system charged me ******* in labor couldnt figure that out. We were told the parts couldnt be ordered even a week later because they said the supplier wasnt answering the phone and quoting on parts. Because of what they told us, for 11 days we had been waiting to use our system for anything besides emergency flushes, and thirty second showers. With a household of 5 people this was extreme! Thats why the second company was called.

  Business response

  09/29/2023

  Hello, 

   

  We are not open for service every weekend and reserve the right to conduct business during reasonable time frames. We solved her issue of the alarm being on. The problems we are addressing are for the field and have no relation to the control box. This is an advanced troubleshooting process and we understood her concern and we agreed to a credit on the estimate. We were awaiting parts prices from Driptech, the owner of the company confirmed the parts were needing to be replaced. The estimate for pumping was provided as ******* stressed her concern on the ability to not use water. 

  Customer response

  10/02/2023

  Complaint: 20674491
  
  I am rejecting this response because:

  VSE septic is not offering any explanation as to why I needed parts. My system is working as usual now that I had a second company come out to give second opinion. New company did not order parts or need a pump out. Nothing was wrong except dial was turned to wrong position. By someone that is not me or the second service company. VSE septic has cost me to spend ****+ for services I did not need if dial hasnt been turned to wrong position. I believe this was done by them during routine maintenance to require a service call later in the month.  New company found the problem within 15 minutes. It took them 3 days of multiple people to offer a solution that just cost more money for parts I didnt need. 
  
  Regards,
  
  *************************

  Business response

  10/03/2023

  We did let you know what parts are needing replacement on the same invoice you attached to the complaint. Please read it and provide an invoice from a licensed company stating those parts we recommended are not required. Please respond to the previous question. Was your alarm light OFF after we visited and performed work? 

*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. ↩