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Business Profile

Septic Tank Cleaning

A to Z Septic Services Limited

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Septic Tank Cleaning.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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  • Initial Complaint

    Date:13/02/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Here is the message I sent to A to Z Septic - ***** called me today to let me know he'll never issue a refund to me and hung up the phone:

    Hi *****,

    We spoke over the phone recently as I was unhappy with the septic issues I have been experiencing since you pumped out my on October 17th. Upon your arrival, I mentioned that I suspected the previous owner of my home was throwing items into the septic which could be problematic and I wanted a reset/clean slate going forward as the septic tank wasn't really in need of pumping at the time. You told me it was necessary to leave 4" of septic sludge at the bottom of the tank to ensure essential bacteria levels would not be compromised if you completely emptied the tank - as per guidelines set by *********** **** ******.

    The remaining sludge you insisted that need to remain was of course filled with items from the previous owner which I was concerned about (i.e. condoms, etc.).

    I have followed up with two inspectors at *********** **** ****** who both have never heard of such a bogus claim and directed me to **** *******, an executive director with Waste Water **** ****** who also had not heard of this claim either. He did review the training curriculum which states that "no more than 1 inch of sludge should be left in the bottom of the tank at the end of the pumping" (screen-shot of training manual page attached).

    I have also talked to:

    **** ****** (a geoscientist) who said he had never heard of such a practice and the idea that any fluid required to be left behind was nonsense.
    *************************************.asp

    ***** ******* from *** *** ***** Inspections - who mentioned he knew you and was surprised when I told him that you insisted on leaving 4" of sludge behind in my tank at the end of the service.
    He warned me that companies that do this are scamming their customers - this is just a money saving tactic for the business.

    I cold-called 4 other reputable septic pumping companies and had lengthy discussions on why a company would leave any amount behind (common answer was: to save money ...21 cent per gallon was one quote I heard). They all highly recommended the tank is completely empty, and if possible rinsed and scraped if possible.

    So after this research I really feel like a dumb-*** for listening to your bogus claim - you spoke with a lot of confidence and trusted you and I was disadvantaged not knowing more about the process before requesting your service (recommended by a couple friends).

    In the end, I called another company to properly clean my tank (as you mentioned your truck was in storage and even if it wasn't you'd charge me the full amount again if I want the debris you left behind pumped out).

    I am disappointed in the service and advice I received from A to Z Septic and I am requesting a full refund for the service you performed on Oct 17th. I hope your customer satisfaction means something to you and your company.

    Happy to discuss further over the phone if you like.
    **** ************

    Customer Answer

    Date: 13/02/2023

    I have attached the receipt as per your instructions. 

A to Z Septic Services Limited is NOT a BBB Accredited Business.

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