Business ProfileforStearns Septic Service, Inc.

Our septic pump died and needed a replacement. I was sent a proposal for ~$8,000 to replace the pump. Replacement parts were itemized, which included a $2,500 pump, 3 floats ($500 for all 3), a new plastic hole cover and a plastic child safety barrier. After pricing everything online I could have acquired the parts for ~$4-5K tops with shipping and handling. When I asked for a price breakout to understand what I was paying for I was denied and told it was a package deal. I asked if they had a discount and was told the discount was included, but was refused when I asked how much the discount was. Electrician cost, additional pumping costs were not included in the proposal price. The day of the repair they called and said they wanted me to have a good experience so they covered the electrician’s cost. Ha! 3 people showed up to do the job in an hour. 1 person worked at a time. They charged me ~$4K for labor. Good luck, but I’m looking for a less greedy company next time.

We were called by the customer on a Saturday (4/29/23) who had a pump issue. The on-call employee was dispatched to determine the issue (this required emptying the pump chamber). The pump was inoperable and was pulled to obtain the information for a replacement pump. Customer requested a proposal for replacement and one was sent on 5/3/23. As pump replacements are all inclusive, we do not detail out the pricing for each item. Upon receiving the proposal, the customer contacted our office regarding the price of the proposal and indicated that we had him "over a barrel as they took my dead pump." We offered to return the pump to the customer and they were welcome to shop around for another company to do the pump replacement. The customer signed and email back the proposal. Our office called customer to schedule the replacement and asked about a discount. The owner decided to cover the cost of the electrician which, per the proposal, is the responsibility of the customer. Our pump replacements are covered by a one-year warranty from our company should anything happen during that time. We gave the customer ample opportunity to get another company and we had their issue resolved and the new pump installed within a few days of their initial problem. Not sure what more we could have done.