ComplaintsforHopco Clearwater Systems

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a year maintance contract with this company and it was NOT provided. I requested for them to NOT call me at 7 am and because I had to ake that request more than once I was upset the last time I called them. The lady ***** is RUDE!! Because I made this request the tecs just dont call and put notes in the system that there are errors in the system but we have NEVER been made aware of problems. We paid for year of service and didnt get it! They never contacted me to advise that they would not be extending our service either, so now I have a letter from the city about not having a valid septic company set up. They either need to refund my money for the previous year or do the 2023-2024 year for free!

  Business response

  11/21/2023

  THIS LADY HAS BEEN A PROBLEM FOR A WHILE.  WHEN SHE CALLED IN SHE WAS RUDE TO THE OTHER GIRLS IN OFFICE AND SHE WOULD NOT LISTEN TO THEM O THEY TOLD ME SO I TOOK THE ******* I WAS VERY NICE )  EXPLAINED THAT WE HAD THIS CONVERSATION BEFORE AND I THOUGHT EVERYTHING WAS OK.  THEN I TOL HER THERE WAS NOT NEED FOR HER TO BE RUDE TO THE GIRLS IN OFFICE AND I GUESS THAT WAS NOT WHAT SHE WANTED TO HER SO SHE CALLED ME A  BITCH!  I HUNG UP.  THAT WAS THE END OF THAT CALL  SHE WILLNOT EVERY CALL HER AGAIN AND WE WILL NOT DEAL WITH HER,.  WE HAVE SOME OF HER FAMILY THAT WE DO WORK FOR AND THEY ARE VERY NICE. 

  THANK YOU

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

  SORRY THIS IS THE FIRST I HAVE GOTTEN FROM YOU, BUT SOMETIMES MY EMAILS GO TO TRASH OR SCAM

  Business response

  11/24/2023

  we did go out to do her service and could not get in she has repairs that need to be fixed but she told us ***** fix them .  thanks ***************************

  Customer response

  11/30/2023

  I am rejecting this response because:   The onther ladies in the office are a delite to deal with but she is not!  Things were great when we started service.  I had been called 3 times in a row one morning BEFORE 7 am!  When I finally answered the phone the tech on the line was her son.  I told him to please put in our file NOT to call me before 7 am!  He said he would make note of that and it wouldnt happen again.  Yet 3 months later I was AGAIN called at least 3 times BEFORE 7 am!  I called into the office and was VERY upset!  I informed her that there is NO reason whatso ever that a tech should be calling someone that many times that early in the morning!  She said that was "just what they do".  I informed her that I have worked as a service tech schedular for over 10 years at a few differnt companies and that there is no way they dont have the information in advance of at a minimum of the day prior to advise the scheduling of a service call.  She told me she would add the notes to the system but she was VERY rude about it.  I think is was just because it was her son I was calling complaining about.  I NEVER heard back from them and no one has EVER shown back up.  When I called because of a letter I got from the county about not having a valid septic contract on file the very sweet lady that I spoke with first advised me that the have in face NOT been sending anyone out to my home to assess the system because I asked not to be called before 8 am.  She also informed me that notes had been added to the system about issues and an apparent refusal that we knew nothing about.  Upon me telling her that she placed me on hold and transerefd me to this horible woman yet again.  She right away got an attitude with me (after she pulled my acount up) and told me that they decided not to renew my contract.  NEVER once was I informed we had issues.  No one has shown up in I dont know how long from there company to ever look at the system so I'm not sure how they know there is an issue when they are not coming out.  If she would not like to extend services that's fine but we need a refund for the services we paid for and didnt get!

  Business response

  12/01/2023

  we did go out to do her service and could not get in she has repairs that need to be fixed but she told us donot fix them .  thanks ***************************

  Customer response

  12/01/2023

  I am rejecting this response because:   They came out 1 time and we were never told repairs needed to be done other than the pump needed tobe replaced.  We did not want to pay the price they wanted to charge so my husband replaced the pump his self.  They never came out again!  They even had it noted in my file that no one came out they just copied the notes.  I paid for services that I didnt get!

  Business response

  12/05/2023

  ************ IS NOT ***** NICE PERSON AND IS NOT TELLING THE ***** UT THAT IS OK IF SHE SEES IT THAT WAY.  SHE NEEDS TO READ HER CONTRACT IT PLAINLY SAYS NO REFUNDS,  MAYBE YOU NEED TO TALK TO MY SON ********************* HE SAID HE HAD SEVERAL CONVERSATIONS WITH HER ABOUT  THIS AND MAYBE HE COULD HELP MORE, BESIDES I WAS NOT RUDE TO HER AND SHE WAS VERY RUDE TO MY GIRLS IN FRONT OFFICE PLEASE ADVISE AD TO IF YOU WANT **** TO SEND YOUR OWN WORDS, THANKS ************; SORRY SHE KNOWS OF REPAIRS THAT NEEDS FIXED AND TOLD US NOT TO REPAIR THEM SO WE DIDNT.

• Initial Complaint

  08/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchased a service agreement with Hopco Clearwater systems to inspect septic system for proper operation and aerator filter replacement. Was to be performed 3 times a year we are well into eighth month and we have not had an inspection. I have called numerous times with the promise of being called back that the person with the info was out of the office, which has never happened

  Business response

  10/19/2022

  Business Response /* (1000, 5, 2022/08/30) */ Was not aware there was an issue when I talked with him, he was fine when we spoke. I think his wife made this complaint, not sure. Let me know. ******* ******

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Chad with Hopco clearwater system come out to install in July 29,2021, Him and I made several verbal agreements (which I should never do) I had three faucets in my backyard now thanks to him totally inoperable. I had a large drainpipe which helped drain my property of water to my pond. Chad said if they took it out, which he wanted to because it was in the way of where he wanted to put the tank, then they would fix the land to where it would drain properly. which he didn't. In an email he tried to say he didnt know it was there.He knew. They also cut electrical line to my sunroom, in which i had just paid to be remodeled, then he said by not having their electrician out here, he saved me money. I dont see where paying for septic job constitutes me having to pay for three other jobs that were caused by one. Then Chad made the statement about me not knowing what that wire went to either, well , wow I didnt know i needed to be and electrician to have a septic tank put in. So on the electrical part I had to pay $325.00 to have it fixed. I told Chad i felt they should pay it and he refused still stating he saved me money. I have waited this many months because I wasnt sure what to do with the whole matter. I called and talked to someone 2-12-2022 I was talked over, almost like if you have them do a job they take over and do whatever they want with your property. I also said from the beginning , don't ever come out without an appointment. My son called 2-9-2022 and said a guy was at the house from hopco,i told him put the guy on the line, i gave him what for and told him again, dont ever come without an appointment. Come to find out Chad never relayed most of what i said from the beginning. If I had known all this i sure would have went with another company. My fault for not doing more checking. But i am a single mom and new to the area, thought I was doing good! WRONG! Its family they will stick together even when your done wrong. I dont do buisness with lieing

  Business response

  03/30/2022

  Business Response /* (1000, 5, 2022/02/25) */ You and Chad went back and forth between several emails about your concerns and what you needed done. The reason he meets at these properties before installs is to discuss where things are going to go and what needs to be done. HopCo has rules from TCEQ we have to follow and that goes for our engineer as well, we cannot spray on faucets in the yard. Clearly you agreed to all of this before hand or you wouldn't have agreed to the install at all. Chad had repeatedly told you that they would get the pipe pulled up and fixed when they came back out to relevel the dirt around the system, there has to be a good rain so the tanks settle before we come out and level the system, AT NO COST TO YOU! That is why that dirt is left on the property after the install is complete. As far as the wire goes, Chad asked you if you knew what the wire was to when he was out there, and you told him no. You expect him to know what wires are running to parts of your house if you don't even know? You stated you spoke to someone in the office on 2/12/22, that's wrong, because that was on a Saturday and no one works in the office on Saturdays. You did however talk to me (Carolyn) on the phone 2/17/22 and I told you the same thing, after a good rain and the tanks settle, they would be back out to the property to spread the dirt and level the system. Please view the attached files for the emails between Ms **** and Chad. Carolyn R*****/Owner HopCo Clearwater Consumer Response /* (3000, 7, 2022/02/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) there is alot of lieing going on and its not on my part, i have emails to prove some things and some lies on there from chad as well. even the response from ******* she said he didnt know what the wire went to either, ok, so you just go cutting wires before you find out what they go to, wow thats very professional i know good and well your not going to fix my outside faucets and my yard has sunk and i am not the type to wait around before someone gets hurt to fill in holes so yes ive been filling in holes,thats not the issue Business Response /* (4000, 9, 2022/03/10) */ We need to know if you would like us to still come out and level your system for you? It is stated in the book you received that we level all systems 1 time at no cost to you, so there will be no money exchanged if we do, we are not refunding any money or paying you back for anything. If you would still like our service then we are happy to continue that, but if not, then this subject is closed and done and you do whatever you need to do. Thank you, ******* ******/ Owner Consumer Response /* (4200, 11, 2022/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) because i feel they owe me for the electrician's bill, they need to stand behind the warranty and they need to come fix my land and take out the last piece of pipe they left that helped my land drain. but there will be no ditches dug through my yard its been messed up enough by this company already, they want to lie and deny thats on them.

• Initial Complaint

  01/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We entered into contract with Hopco Clear Water Systems about 6 years ago for three times a year septic system maintenance and had no problems until the last year. In November 2020, we noticed a smell coming from our septic field. A worker from Hopco came out and told us that we probably had a broken pipe involving the septic system, and that they would get back with us. We heard nothing until March 2021, when another worker from Hopco came out, totally unaware of the problem, took pictures to show his boss, and said he would get back with us. Nothing, I began to make periodic phone calls to the company and was told that the first work order was deleted for some reason, but that another would be started. Nothing. Then on repeated calls I was told that the boss was having personal problems but that someone would get back to us. Finally months later after threatening to sue them, I saw that they called us. We had already hired another company. We paid for 3 visits in 2021 and got 1. They broke the contract and we would like our money back.

  Business response

  05/11/2022

  Business Response /* (1000, 7, 2022/02/01) */ In regards to complaint: Hopco attempted to contact Mr. ******* several times to go to the property and figure out what needed to be done in regards to the repair, at this point, they were going to take of his inspection at that time. Mr. ******* failed to return any calls so we could out to the property. We at Hopco are extremely short handed and could not make it out to the customers property on the scheduled date to take care of his inspection, but however, extended his contract so he could still get all 3 inspections he paid for. We also contact James at Van Zandt County to let him know what was going on and to extend the contract to 1/18/22. He said it was ok and they understood. James said to let them know when the repair was taken care of and ok to extend contract. Hopco contracts clearly read NO refunds. If someone else works on the system while under contract with us, that contract is cancelled. We at Hopco pride ourselves in honoring our customers and we would never take advantage or go back on our contracts. Please if there is any more questions contact Caroly R***** at Hopco Clearwater Loren B***** Hopco ClearWater 903-885-9533 Consumer Response /* (3000, 9, 2022/02/03) */ Business Name: Hopco Clearwater Systems I DO NOT accept the response from the business as it is untrue. I will outline below why it is untrue. 1. Hopco only attempted to contact us to come out AFTER I let them know that we were very unhappy with their lack of attention to our problem after a year of having to live with the problem. 2. Hopco did NOT need to contact us in order to come on to our property as they had the gate code and had NEVER contacted us in the previous 5 years of inspecting our septic system. We would know that they had been there when the initialled the inspection card on the aerator and put a tab over our outside door knob. 3. We were told every time that I called to complain about our system that the reason the "boss" couldn't get back to us was that he was having personal problems. I am sorry about his personal problems, but I had sanitary problems that I was dealing with. 4. We contacted another company out of desperation, and they came out in January 2022, the same month that our contract with Hopco was over. 5. I think that it is up to a judge to decide when refunds are in order. A judge would also find that your business did not hold up its part of the contract. 6. A contract requires that both parties be aware of the terms, and we were never notified that Hopco had extended our contract. ****** ******* ***** ******* Business Response /* (4000, 11, 2022/02/14) */ We are so sorry for the misunderstandings. Either way, this is all he said/she said. You will not be receiving any money back as our contract clearly states. You made the decision to go with a different company and got your issue fixed, so we wish you all the best! We hope it all works out for you and whatever you feel you need to do, is what you need to do. We are very sorry for the issues that have come about. Best of luck. HopCo Clearwater Carolyn R*****/Onwer On a side note, the boss has not worked here in about 10 years, so it was never disclosed to them that "the boss was having personal problems and couldn't return their call." Consumer Response /* (4200, 13, 2022/02/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is NOT a case of "he said/she said" and I have all the phone records to prove it. We went with a different company after HOPCO violated their contract with us in that they came out ONLT one time in the contract period when they were supposed to come out 3 times. When I was told on multiple occasions that "the boss was having personal problems" by the ladies who answered the phone, I did not ask who the boss was. If you have had no boss for 10 years, maybe that is where the problem lies. If HOPCO does not refund us 2/3 of the contract money, we will have no other choice but civil litigation. Consumer Response /* (4200, 17, 2022/03/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have no proposed resolution, so what is there to accept. What does the BBB do now?

*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. ↩