ComplaintsforYear Round Septic Services

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  In September of last year (2021) I signed a 1-year contract for septic services/service inspection. The price if the contract was $210. The contract calls for a service visit/inspection every 4 months. I received one service visit in November 2021. The next service visit was due in March of this year. No service occurred in March. I contact Jose Nolasco (business owner) via phone on April 4th. He assured me a service provider would be at my house the next day. No service provider appeared on that day or any day since. It is now April 13th and I have left 2 phone messages on his business phone (469-512-9149) and have yet to hear a reply. The business owner's failure to provide a contracted service in the time specified (every 4 months) is a breech of our contract. I want to cancel the contract and receive a refund of my original $210 minus the cost of one service call.

  Business response

  06/08/2022

  Business Response /* (1000, 5, 2022/04/25) */ Mr. ******** holds a 1 year service contract with our company. Our contracts are for 3 services 1 every 4 months. Due to routing rarely are services exactly 4 month to the date. This has never been an issue with any of our customers. If for some reason a customer is having a problem with their septic before we are scheduled to come out for service they can call and request service. We do our best to get there in a timely manner. When Mr. ******** contacted my husband on April 4 it had only been a few days since his service was due. Jose let him know we are a little behind and that we would do our best to be out within a couple of days. Unfortunately Jose was sick and was unable to make it out. We did fail to reach back to let him know we wouldn't make it and would need to schedule for another time. However, Mr. ******** did not attempt to reach back to us either until 4/13. We received 1 voicemail @ 8:19 am and 1 phone call @ 8:54 am. At the time of the phone call Jose apologized again and explained that he had been sick and that did put him a little further behind but we would get him taken care of. Later that same day Mr. ******** chose to file a complaint with the BBB. I don't feel that was necessary as we did communicate and were willing to complete the service that was owed. Mr. ******** has requested that we cancel his contract and refund the $210 less the 1 service that was completed. We are willing to refund the contract in full and render the service if he is still needing service. We are a very small family owned company. We have a 4.9 star rating on Google. Our only complaint was... "Was looking for a company to install a new septic system. This company per their website does not do installs." We would like to keep the positive reviews coming. However, we understand that we can not always keep everyone happy but we will do our best to try! Thank you for your time, Consumer Response /* (3000, 7, 2022/04/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from the business because it has a significant inaccuracy: the business response states that on 4/13 Jose spoke with me and apologized "again" and explained that he had been sick. That is not correct. Jose did not respond to my phone calls on that date, neither did he explain that he was sick during the one and only phone conversation that we had on April 4. He stated that they were busy and he would be out to service my septic system the next day (April 5). It is now April 25 and I have not heard from the business since the promise of service back on April 4. If the business was sincere in its exclamation of customer satisfaction they would have contacted me by now. I will be satisfied when I receive the refund that the business has agreed to.

*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. ↩