ComplaintsforElement Systems

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid them their required upfront 1/3 down payment for septic installation on a new home. After a year of planning and working with the city for a permit, a neighbor made me an offer and I decided to sell. I sent multiple requests to Element Systems about getting my down payment back. Each time I got a response saying they would look into it or that they are working on it. When I finally told them I would be filing a complaint with the BBB, they said they were sending a check. That was three weeks ago.

  Business response

  01/31/2024

  This refund was processed and mailed out on 1/5/24, Check # ****.  This has not cleared our accounts.  This refund was mailed to the requested address of ****************************************************************************************

  Customer response

  01/31/2024

  Complaint: 21195806
  
  I am rejecting this response because: 

  I did not receive the check they claim to have sent. 
  
  Regards,
  
  ***********************

  Business response

  02/05/2024

  The check was received back in the mail today.  I have attached the picture of the returned envelope/check.  As you can see, the date stamp was ******* 5th.  We just received it back in todays mail pick up at our PO Box.  Please provide an alternate address to submit the deposit to.

  Customer response

  02/05/2024

  Complaint: 21195806
  
  I am rejecting this response because:

  The address used did not include my name. It only had a street address. Since Im in an apartment, it was rejected without a name.

  
  Regards,
  
  ***********************

  Customer response

  02/06/2024

  Complaint: 21195806
  
  I am rejecting this response because:

  The address used did not include my name. It only had a street address. Since Im in an apartment, it was rejected without a name.
  
  Regards,
  
  ***********************

  Business response

  02/06/2024

  We were unaware it was an apartment complex.  We can reissue the refund in a new envelope without a window, to ensure that the address is clearer.  We will also send the refund certified mail to ensure receipt.

  Customer response

  02/12/2024

  Complaint: 21195806
  
  I am rejecting this response because:

  As of Feb 12th, I still havent received a check. 

  Regards,
  
  ***********************

  Customer response

  02/13/2024

  Complaint: 21195806
  
  I am rejecting this response because:

  As of Feb 12th, I still havent received a check. 
  
  Regards,
  
  ***********************

  Business response

  02/13/2024

  If you are agreeing to receiving the check via certified mail - we'll send this out today.  We were awaiting your response.

  Customer response

  02/13/2024

  Complaint: 21195806
  
  I am rejecting this response because:

  Yes, you can send the check certified mail. 

  Regards,
  
  ***********************

  Customer response

  02/15/2024

  Complaint: 21195806
  
  I am rejecting this response because:
  Yes, you can send the check certified mail. 

  
  Regards,
  
  ***********************

  Business response

  02/15/2024

  See attached certified mail receipts

  Customer response

  02/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Check was received.

  
  Regards,
  
  ***********************

• Initial Complaint

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: 3/28/23 Amount of money: $104/50 Element Systems came out to see why our septic breaker burned up. When the electrician came out to check on the issue he mentioned that "the wire was not tight enough from the original install (september 2021), and therefor the wire expanded and eventually burned in half". I then was sent a service fee invoice from Element Systems for the electrician coming out. I disagree with the charge because the reason for the issue was that it was installed incorrectly originally. Why should the client have the pay for the issue when it was the company that didn't install their own equipment properly to begin with. I am sure this wasn't on purpose, but they should still be held responsible.

  Business response

  04/26/2023

  ************* is correct, the item was covered under warranty.  However, there is a service fee associated with the technician visit to repair the warranty item.  ************ fee is discounted for our customers that are under their initial contract, and ************* did recieve that discounted fee when billed.  This fee is stated in his maintenance contract and our warranty information, available through his builder, our office, and on our website.  This fee is also explained to all customers when scheduling service.  

  ************* was invoiced on 3/28/23, it states on our invoice that a late fee will be assessed every 14 days that it remains unpaid.  Our software (QB) shows the invoice was viewed on 3/28, 4/5, 4/7, 4/9, 4/10, 4/12, 4/20, and lastly on 4/25 when ************* called our office.  After a heated interaction between office staff and ************* explaining the fees, he paid the fee, emailed me personally ( I responded that I would look into the matter @ 11:12 am), before I could respond further I received an email notifying me of a complaint issued to the BBB (11:32 am).  I notified ************* that, "I would have been happy to work through this issue with you, however since there has been a BBB report made, we'll need to keep the interaction within the BBB messaging system."

  Customer response

  04/26/2023

  Complaint: 19979654
  
  I am rejecting this response because: if your company installs something incorrectly and that causes your company to come back out to fix it, why should the client have to pay for you to come back out? I totally understand having to pay for something if we were at fault, but this is something that falls on Element Systems. The wiring was faulty from the beginning. I disagree with being charged a service fee (I don't care if it is discounted or not) when Element Systems is who is to blame for the faulty wiring. 
  
  Regards,
  
  *********************

  Business response

  04/28/2023

  The policy states, that there is a service fee, although discounted, for technician visits and work.  Any parts and subsequently affected parts are covered under warranty.  I understand, and am sympathetic to, the costs associated with homeownership, which is why our policy discounts service fees for warranty work and customers that are under contract with a current and valid maintenance contract.  I am always willing to work with customers, however there are instances, such as this, when I'm not given the oppurtunity to do so.  The timing of the invoice being received by the customer, the amount of times it was reviewed, and the manner in which the communication was handled when the customer finally reached out, make it inconsistent with my usual reasonings for working with a customer on their invoices and payments.  

  Customer response

  05/05/2023

  Complaint: 19979654 
  
  I am rejecting this response because: I do not understand why it is telling you that I viewed the invoice that many times. I looked at the invoice the day I received it on my phone and that was it. The next time was the late notice. We are going to continue to agree to disagree on this matter, but I just find it completely ridiculous that you & your company will not accept fault for installing a system incorrectly. The only reason it was "covered" is because the maintenance policy that we didn't sign up for covers this. The policy was set up by our builder. In my line of work when my company screws something up, we don't get to charge the customer for "service fees" when it is something we did wrong. This is just bad business to charge clients money when it is on you and your company! Install it wrong, wait for it to break, and then charge the client a service fee. Bad business model! 
  
  Regards,
  
  *********************

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 22, a technician came onto my property unannounced and was in my backyard supposedly servicing my septic tank. He never rang the doorbell, knocked on the door or let the homeowner know he was on property. He was found stalking in the backyard and when confronted, got in the car and backed out even though the homeowner was waving his arms to get his attention from the porch. He was not in company uniform, didn't have a badge or a company truck. There was no way to know he was with the septic company. He only stopped when the homeowner chased him down in his own vehicle and asked him what he was doing on our property. After this incident, homeowner did confront him that he was trespassing. Homeowner later received a notice that contract was canceled due to threat. Terminated contract was mailed as well stating regular inspections are due quarterly. This company has never come out to inspect our septic tank. They only came out once when an alarm was going off and we called. Homeowner works from home and is aware of who is and isn't on property. Homeowner is requesting refund of second year of contract at the least because contract was terminated long ago by company for not fulfilling inspection. When homeowner called to complain about this incident and ask if this was truly an employee, homeowner notified business they were putting employees at risk by not announcing before coming onto property. Homeowner was told company fired manager who was in charge of scheduling inspections and reviews due to poor performance. This would explain why nobody has ever been out to do an inspection despite a two-year contract dated 2/1/22 stating they will be out quarterly.

  Business response

  03/01/2023

  Element Systems is fully aware of the situation described.  The homeowner was explained to , by our office staff, that the technician knocked on the front door and entered the back yard of property - per contract - to perform the septic inspection.  The technician saw the homeowner through the back of the house and an open window, homeowner was wearing headphones.  The technician finished the inspection and left the property.  ************** pulled over when flagged down by another car.  The driver threatened gun violence against **************.  The homeowner then contacted the office, the office employee tried to go over the process and the contract, and any modifications with the contract.  Not only was our tech threatened with gun violence, after being chased down, but the homeowners called and spoke in raised voices to our employee, not even allowing her to explain or discuss the situation in a calm manner.  

  Element will not be issueing a refund, and has terminated the contract due to the threat of gun violence and disrespectul communication with our office staff.  Furthermore, the initial contract period was not paid by this homeowner, it was a contract with the original builder of the home.

  Customer response

  03/02/2023

  Complaint: 19498260
  
  I am rejecting this response because: The business is refusing to take accountability or ownership of the situation. Attached are pictures of the location of my office and showing its right next to the front door which would allow me to hear any knock or door bell ring as i work from home every day. Saying that i was wearing ear buds or headphones is a lie because I NEVER wear head phones during work hours as I could miss an email or ********* teams message. Therefore, I was working and would of saw the employee looking in my office window as the shadow would have been noticed and he would have to get behind the flower bed to look in my office. The only other way to see me is how i saw him in my backyard. I keep the French doors open to the living room and backyard and spotted a white t-shirt walk across the back yard. Furthermore, my back yard patio is gated by a metal fence and chirps when it is open bc i need to oil it. Therefore element is producing yet another lie. My neighbor at 160 Rock Dove has video cameras pointed at our house and they messaged me via txt stating why is he walking all the way around your house and never attempted to knock or ring the door bell. I told her I saw him and tried to attempt to ask him what he was doing but he back down the driveway and turned around right in front of me and passed 6 houses on the left side of the road with fences and never performed their inspection. My neighbor called Element and asked when they were getting their inspection and she was told that he had already been there today but she also works remote 24/7 and has their yard completely gated so he would have to knock to have the gate unlocked and open. When she called Element they said they were there and she said no they were not and we both watched him drive up 30 mins later and came and knocked and my neighbor let him in the backyard and then when he finished he proceeded to come back to the front knocked again and gave results which he never attempted to do at my house. Yet another lie. All we want is for them to take responsibility and accountability for the situation. I never threatened him with a gun, I said you could get shot trespassing without announcing yourself since we have had break ins in the neighborhood recently. Th employee said oh so your going to shoot me and i replied I could of but I didn't. The county came out to my house on Monday February 27th to tell me the contract had been voided and we pointed out that they had different dates on their contract than we received from Element and the county stated that they were shocked to hear that they came out as they have never came or reported monitoring for my house or in my neighborhood period. Yet proof that they broke the contract long before this incident occurred. The builder may have paid for it but it was never communicated to us and we never signed it as the contract signature line is blank. The reason I raised my voice with the person who answered from Element is bc they wouldn't take accountability and said that they don't have time to knock or notify us when they are coming as they have over 600+ inspections to do. I also said do you see how unsafe this could make us feel as they never knocked or rang the door **** and she reiterated her comment that they don't have time to do it.  Like I said earlier I watched him drive by six houses and go to the first house without a fence and then he proceeded to go right to that houses septic tank but never knocked before or after the inspection. I watched this happen and this is when I drove down to ask him why he was trespassing. He said he didn't think anyone was home. He never mentioned looking in my windows. That would of really upset me further and I would of called the police. Looking back I should of called and reported him for trespassing.
  Regards,
  
  ***********************************

  Business response

  03/03/2023

  The contractor felt threatened and the office staff was treated disrespectfully, the contract was cancelled.  Element Systems has a great realtionship with the county and is in communication with them on a constant basis.  The written incident report of the situation from both the contractor and office staff is clear and consistent.   Element Systems does not feel the need to lie or concoct scenerios, we coach our team through situations and daily routines and have confidence in our people and their abilities.  

  In repsonse to the fact that the technician skipped homes - each system is on a schedule, system's inspection are due at different times.  

  I do not have an incident report on the neighbor, this situation must have been handled between the office, technician, and customer in a manner that did not require an incident report or for the situation to be escalated.

  Customer response

  03/07/2023

  Complaint: 19498260
  
  I am rejecting this response because: the security footage we have doesn't lie, but the technician did. The video footage is in a format not supported but is in a link below. The video footage clearly shows the technician drove up our driveway, went into the backyard for around 90 seconds and came back to his car and left without ever coming to the front door to alert the homeowner or even see the homeowner. Therefore he wouldn't know what the homeowner was doing in the home since all he did was go in the backyard. After seeing the footage, it should be obvious why the homeowners felt violated, scared and disrespected, therefore resulting in the reaction that is legally allowed under ***** trespassing laws. What this technician did was trespassing and the business can lie and claim they alerted us all they want, but there is no proof and the footage proves otherwise. After hiring another septic maintenance company, they showed us where Element had never signed the inspection log. See attached photo. Also the Element technician didn't have tools on him when he arrived and he was at our home for less than two minutes, so how did he do an inspection? This company is taking money from customers and not doing any type of maintenance or inspection work. If they are doing this work, we would like all copies of past inspections and visits in the last year. We have never been notified if anything is wrong with our system. The new company we hired walked us through their inspection process, showed us what they do and gave us a full report at the end. All we are wanting is for Element to acknowledge responsibility that their technician did NOT alert anyone before trespassing on property and that they never upheld their end of the contract with us. The blaming from a company instead of taking responsibility for their poor actions is disrespectful. You are putting your technicians in ***** way by having them go onto property unannounced and then cutting contracts and relationships with customers over a lie.
  

  ************************************************************************************

  
  Regards,
  
  ***********************************

*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. ↩