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:01/28/2024

  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.

  
  Complaint: ********
  
  I am rejecting this response because:

  See document ****** 2 7 24.jpg
  
  Sincerely,
  
  *************************

  ere full of raw sewage, which leaked through walls into carpeted rooms and onto wood flooring. From 2am til arrival at 5am, 33 phone calls made checking status at home by family member, messages left with Cyclone and Prohome Emergency.Upon arrival **** 5am we checked power disconnect, it was loose and had shut off the system and alarm, we had no indication the septic was failing before we left town.Left message with Prohome emergency after power disconnect failure and septic backup into house. ******* informed appointment with Serv Pro **** to remediate, Serv Pro could not come/builder wouldn't sign.The builder sent ************ to check the power disconnect. We explained the power disconnect was difficult to push in when Cyclone did service call 1-9.***** from Prohome informed me by phone that letters were obtained from Elm Elect/Cyclone Septic and himself that the system was functioning, that we were to blame for the septic backup, voiding any warranty coverage.

  Business Response

  Date: 02/02/2024

  Due to character limited provided in this section ProHome of Oklahoma has uploaded documents to respond to the complaint in full detail. 

  Aached is a wrien statement of findings from ************ Services who installed the original sepc
  equipment. Below is a wrien statement of findings from the electrician who originally wired this home.
  Both Subcontractors have sworn that the sepc system and electrical power to the sepc system were in
  good working order upon inspecon on 1/27/2024. Neither party can explain why the disconnect pullout
  was not engaged correctly upon inspecon.
  It's in my understanding that the sepc system has been working properly except for the period of me in
  which ************ Services made a repair/adjustment to the system on 1/8/2024. Aer that
  appointment and up *** the late evening of 1/26/2024 the system was performing correctly. Again, the
  below statement from the electrician and the aached statement from the sepc company state that the
  system was found to be in working order on 1/27/2024, with the excepon of a clog in the main line from
  the home to the sepc tank(s). The sepc system technician cleared the obstrucon and water ran freely
  from the home to the tank(s). The sepc technician also noted that the sepc system tank was not full.
  It appears at this me that the backup was due to an obstrucon in the main line from the home to the
  sepc tank(s). This event was not the result of an overfull sepc system, faulty electrical wiring, nor failure
  of either the sepc nor electrical components

  Business Response

  Date: 02/14/2024

  ******* has attached a copy of the builder's limited warranty booklet, signed acknowledgement by ****** accepting the terms of the warranty and a word document with specific references in the warranty booklet that pertain to the current situation at ****** and *************************** home from said warranty. ******* has not received further communication from the Builder, *** with Southern Comfort Homes, changing his stance on the determination of the requested repairs. 

  The information provided in the document supplied by ****** is in reference to information provided by Cyclone Septics and Prohome doesn't have the ability to respond on behalf of the Builder's Contractors.

  Customer Answer

  Date: 02/15/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  PROHOME STATES AS FACT: "This event was not the result of an overfull sepc system, faulty electrical wiring, nor failure
  of either the sepc nor electrical components"

  The above statement from ProHome is made with total disregard to the homeowners factual evidence, ProHome has chosen not to visit the home to inspect or gather any first hand knowledge of the situation and what transpired.

  ProHome has willfully accepted fraudulent and malicious statements made by Cyclone Septic as fact, without any in home inspection, to deny warranty coverage. ******* has disregarded 100% of homeowners testimony and factual evidence collected.

  The attached documents are statements made by Cyclone Septic that are malicious and fraudulent, with total disregard as to whether they are true or false.

  ProHome never provided emergency service when called immediately, never came to the home to gather first hand information, never asked for a 3rd party verification to validate their contractors statements, scheduled remediation on 1/27, then never called the homeowners to make us aware that there would be no remediation at all.

  The evidence is all in writing, it is factual. PROHOME NEEDS TO COME TO THE HOME AND GATHER FACTUAL INFORMATION and consider the fact that Cyclone Septic has made many fraudulent statements not backed by any documentation, or willfully be a party to their fraudulent behavior.

  Sincerely,
  
  *************************