Complaints

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.

• Initial Complaint

  Date:19/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I hired St Lawrence ************************************ on 2025/10/01 for a soil test explicitly for septic system design. The service delivered was inadequate: no soil samples, schematics, or analysis required for the project. Fees were not disclosed upfront, and the invoice includes excessive and unjustified charges. The report is unusable for its intended purpose, violating the Consumer Protection Act (*******). I request cancellation of the invoice (1364.25$) as the service failed to meet its purpose. We have not paid the requested amount.

  Business Response

  Date: 29/11/2024

  I received a call to conduct a soil investigation for a new house to be built.  I went to the  site and dug test pits with the backhoe that was provided by the owner.  His wife was there full time.  We dont do septic bed design work and I mentioned that to the owner.
  
  The property owner doesnt want to pay for the time and mileage from ******** to the site and back.  He only wants to pay for the time on site plus the reporting time.  This is contrary to all engineering work performed for all clients by all engineering firms.
  
  I offered to provide the name of a local septic bed designer and this wasnt accepted.  I can still provide this if he needs the information.
  
  The property owner seemed to want to talk a lot and complain.  There was no positive outcome in the discussion.

  Customer Answer

  Date: 09/12/2024

  Complaint: 22572796
  
  I am rejecting this response because:
  

  1-We made our case very well via email, we were ready to settle even if the service we asked for was not completed. This was also made clear by our correspondence shared no the file that contained no confirmations, no estimates or disclosures of unduly fees etc. 

  2- We did not refuse to pay for mileage from ******** to the site, we are disputing the double charging of billing us as engineering rate at 250 per hour for driving, as well as a an additional travel charge on the invoice.

  3-The business is not contributing to a reasonable mediation, they are simply denying any liability for not providing services requested. Their response is why we are involving a 3rd party to help establish a fair consumer dispute.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 09/12/2024

  We went to the site based on an email request for a house to be built. We found out while on site that a design was required for a septic bed. We don't do septic bed design.

  There is no double charging for the time spent to drive from ******** to the site West of **********, the time on site, the time spent returning to ******** and the time spent writing the report and reviewing the typed report. Also included is the total mileage from ******** to the site and from the site back to *********

  I can see from the earlier emails received that a septic bed design was requested. We often do house foundation designs when we know that septic bed designs are needed. The house owners normally bring in a septic bed designer as a separate job function. Looking at this situation, I don't mind accepting a reduced fee for the work that we did.

  Best Regards,

  *** *******

   

  Customer Answer

  Date: 10/12/2024

  Complaint: 22572796
  
  Hi,
  
  We are rejecting this response but not the premise of the resolution proposed. Before we accept and close this complaint, we would like in writing, the official offer in monetary value as well as adjusted invoice so it is on record. 
  
  Also, given the complete 180 in your response, we would also insist on an admission of wrong-doing as this behaviour from a business was unacceptable. Especially considering you wrote "There is no double charging for the time spent to drive from ******** to the site West of **********, the time on site, the time spent returning to ******** and the time spent writing the report and reviewing the typed report. Also included is the total mileage from ******** to the site and from the site back to ********." yet we have specific correspondence from you attached where you indicated the report drafting time was only 1.5 hours, and you indicated part of the 4 hours invoiced including driving and where our main cause for complaint was. 
  
  
  Sincerely,
  
  ***** ******