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:10/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  6/16/2023 Harris Septic pumped my septic tank.9/29/2023 I called Harris Septic about an issue with my septic - sewer backup. Harris told me to wait until Monday 10/2 for service.9/30/2023 Another Septic company came out, and advised that I needed to pump septic. I told him had just done it in June, and he said it wasn't done properly - too much sludge in the tank for it have been done 3 months prior. I'd already had a problem with the floats which I had to repair from their careless work. Problem fixed.10/2/2023 I called Harris back. They said they did the best they could. They were rude, and yelled at me telling me it was my problem. Disavowed any wrongdoing. Absolutely no warranty on their services.Future customers should be warned.

  Business Response

  Date: 10/02/2023

  We were contacted by the complainant's neighbor (to be referred to here on in as the neighbor) to pump his own tank and the complainant's septic tank. We never had any information for the complainant beyond the service location address. During first contact, we encourage customers to have the center cover of their septic tank dug up; the neighbor stated both tanks would be dug up. On the day of service, June 16th, ************** never communicated with the complainant; the technician dealt directly with the neighbor. Upon arriving at the complainant's septic tank the technician observed the cover exposed was the primary access cover to the pump station that is located inside the septic tank. In a literal sense, we are able to pump a septic tank through the pump station but it is not the best or recommended option to thoroughly pump a septic tank because the pump station obstructs full access to the septic tank itself. It essentially means pumping the water and the loose sludge out of the tank while the thick, solid sludge remains. Once the technician realized the cover open was the pump station access cover, he informed the neighbor of this, that he could pump it but it would only be pumping the liquid and leaving the solids. The neighbor, who paid for the pumping of the complainant's septic tank, said to just pump it, as is. He (the neighbor) didn't want to dig up another access cover or pay for our services of digging to dig up another cover. Once again, we received (check) payment from the complainant's neighbor for this pumping, not from the complainant. 
  The complainant called on Friday, 9/29/23 around 3:30 p.m. stating she had gurgling that had led to a back up. We were completely booked for the day and scheduled to be closed over the weekend. The following Monday, we were also booked for the majority of the day. Even though it seemed the complainant thought we should cancel our other scheduled jobs (some of which were other folks experiencing septic back *** and had called ahead of time) to sort out the situation, we did rearrange Monday's route to schedule the complainant in on Monday. On Monday (10/2/23) the complainant called, informed us it was pumped by someone else, berated us and eventually hung up before a resolution could be deduced. The complainant wanted us to warranty our services but didn't even give us a fair chance to do so. As previously mentioned, we were completely booked on Friday, scheduled to be closed over the weekend and had the complainant scheduled for Monday. We never yelled and weren't rude. We made the complainant aware that ************** made her neighbor aware on the day of service of the quality of service we would be able to provide without the neighbor digging up another cover. (Otherwise, charges would have been incurred if the technician dug up another cover which was not authorized by the neighbor.) Though we did not receive payment from the complainant, we were willing to issue a refund because we understood the pertinent information surrounding the June septic tank pumping was not initially communicated to the complainant. We unfortunately were never given the chance to offer that refund because the complainant hung up during our last communication. 
  As for the hung up float the complainant mentioned, if the technician accidentally hung it up at the time of our service it would have been apparent to the complainant as soon as the tank filled with water after the pumping. We were never contacted by the complainant regarding a float issue. With that being said, a hung up float is a very common occurrence, one of which we see in many pump stations that we've never serviced. 

  Customer Answer

  Date: 10/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Business has agreed (by phone on 10/3/2023 as well as in this response) to refund my payment for services, and I am satisfied with this outcome.
  
  Regards,
  
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