ComplaintsforSan Aerobic

• Initial Complaint

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 24, 2021, I paid San Aerobic Septic Company $500 for a two-year septic maintenance service contract. My customer ID Number is 18, ********************** contracted with us to perform maintenance on our system every four months. The first visit was March 24, 2021. San Aerobic came out as agreed upon, until their last visit on August 8, 2022. This technically would be for a July 24th visit according to the contract starting date.San Aerobic has not made a maintenance visit since August 8, 2022, thus breaching the signed contract between us. I alerted them to the breach of contract by email on January 17, 2023 (for maintenance overdue the previous late November, or early December 2022.)My emails were unanswered for several weeks. I then called the office manager, ******, on February 6, 2023. ****** apologized for the missing maintenance visits and scheduled a visit for February 9, 2023. We also verbally agreed that the contract would be extended until June, 2023 (instead of March 2023) to compensate for lost visits.On the morning of February 9, 2023, the owner/technician called and cancelled his visit due to unforeseen personal issues. I waited for the office manager to call and reschedule, but it did not happen. I then decided to wait until the contract expired of March 24, 2023, to see if the company would follow through. I did not feel it was my responsibility to call the office manager yet again. Nothing happened.Upon the contract's two-year expiration date, I sent the office manager another email explaining that the contract was now expired and that I would like the refund due me. I also texted the owner/technician alerting him to my email. His response by text was: "Good morning *****************, let me read your email and I will get back to you shortly." I have not heard back from the owner/technician or his office manager since then.

  Business response

  07/20/2023

  Dear ****************,

   

  I am so very sorry I never followed up with you to reschedule your appointment! I believe I explained to you about my husband and his on-going health issues, but I dont want to make excuses; only, we had an obligation to fufil the remainder of your service contract & we failed to do so... This is not representative of who we are as a company, but I deeply regret the fact that your account fell through the cracks during this challenging time for us!  I would be happy to offer you a new two year service contract for free & commit to you that we will provide maintenance to you in a timely manner; but most likely, you have already resigned with another provider; in which case, in accordance with the contract, we must refund you a prorated amount based on how many routine visits we completed.  In August 2022, we completed the 4th of 6 total routine visits owed to you under a two year service contract.  $500/6 visits = $83.34 per visit 2 more visits we owed you = $166.68 refund owed to you.  I will issue a check and mail it asap.  Once again, on behalf of San Aerobic, we greatly apologize for this entire situation!  In the future, it would be a honor for us to have an opportunity to make it up to you by proving we are a reliable Aerobic maintenance provider who puts our customers first!  If you ever decide you would be willing to give us another chance, please call or text me at ************** -- my offer of a FREE two year service plan will still stand!  

  Thank you so much for your business!

   

  Respectfully, 

  Lolita 

  San Aerobic

  Customer response

  07/20/2023

  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.
  
  Regards,
  
  ***************************

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