Complaints

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• Initial Complaint

  Date:09/20/2024

  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.

  8/14/24: came out to pump our RV, left black tank open, didnt try to contact us via call text or email to warn us tank was left open. RV then started to smell like sewer. We called that evening to ask what the issue could be, we then get texted a video of worker at our tank saying he cant close tank valve. Owner helps resolve and offers solutions. 9/9/24: I call to schedule biweekly pumps, **** ask if 9/10/24 will work for first service, I said yes, we got it scheduled 9/10/25: rose called at 10:12am and asked if 9/10 still worked for the service, we confirmed the appt 9/10/24: 11:16am rose texted me saying shes trying to call, I dont have any missed calls and when I try calling back it doesnt ring at all, tried 2 times 9/10/24: 11:19am I call and it rings, no answer 9/10/24: 11:20am rose called from a different number and apologized for call not connecting. Then informed me that routes are booked for the day and that shes been telling customers that they are booked out (though she hasnt told me on the last 2 interactions), asked if we could wait until the following Tuesday (9/17/24). I said okay and that if we needed to pump sooner, we can find somewhere. 9/13/24: my husband texted ***** asking if theres any way he could pump on 9/14 and if not could he point us in the right direction. ***** stated we never scheduled but he will come out in am 9/14. 9/14/24: ***** texted at 7:13am saying h*** arrive around 7:40am. We had a missed call at 7:36am and text at 7:36am saying he couldnt service then he left without calling me (Its my account) or knocking on our door. I called to confirm address was correct since we didnt hear him arrive, he then made conversation hostile and stated I was calling him incompetent and he had texts to prove it (my texts dont say that). He said its been too difficult working with us and told us we arent allowed to schedule with them anymore.

  Business Response

  Date: 09/25/2024

  To Whom it May Concern,
  We Appreciate the opportunity to respond to this matter. We are a small business consisting of four employees that provides portable restrooms as our primary business. In addition to portable restrooms, we also provide sewage removal services for recreational vehicles and holding tanks.
  
  Initial contact with customer:
  Tuesday July 16th:
  The customer called to schedule service on a recreational vehicle they were getting ready to move into. The customer was put on route for Tuesday July 16th, 2024. We made a mistake and entered the wrong address into our GPS. After text communication we realized we had the wrong address. Upon arriving at the address, we located the trailer. No one was currently in the trailer. Upon opening the safety cap on the sewage discharge,sewage began spewing out due to the valve being left open. The sewage was captured and extracted from a 5-gallon bucket. It is our standard operating procedure to place a bucket below the discharge in the event of situations like this. All sewage was emptied from the customers recreational vehicle and pumped into a licensed and compliant *********************************** (DEQ) vehicle to be safely disposed of at a DEQ treatment facility. Once the job was completed, I (the owner), called the customer and told her about the issue with the dump valve being left open. I also communicated that weekly service as she had originally requested was likely not needed and recommended that they monitor the tanks via the electronic waste tank monitoring system that recreational vehicles come equipped with. We made this recommendation based on experience with other customers with similar living situations. This solution would save the customer money since we charge $75 per service. The customer seemed happy with the service and grateful for offering my input and the cost savings.
  2nd Contact:
  Tuesday August 6th:
  Customer scheduled service for Tuesday August 6th.This time our driver went to perform the services. Following our standard operating procedures for sewage removal from recreational vehicles, our driver extracted the sewage from the unit. Once the tank was empty our driver called me (the owner) and told me that the sewage valve would not close. He sent me a video depicting what he was experiencing (Video_1). I told the driver to leave it open as I did not want my driver to break the valve trying to force it closed. I then called ****, our office employee, and requested that she call the customer and notify them of the issue we experienced and that the valve was left open. Our driver went on with his route and **** tried to contact the customer at twice at ******. The first call went straight to voicemail and **** **** up. Realizing the importance of letting the customer know that the valve was left open she called back again and left a voicemail letting the customer know of the situation *********.
  On Wednesday August 7th at 7:56PM, I (owner of Integrity) received a text message from the customer ********* and ******** uploaded in the complaint). She stated her husband was trying to figure out what was going on. I immediately asked for his number, which she provided. Before calling the husband, I called Rose (Integrity office employee) at 8:16pm to see if maybe she forgot to notify the customer that the valve was left open. **** confirmed that she had called and left a voicemail. I then called the husband and told him of the situation and sent him the video our employee sent us of the valve not closing (Calls_4 , Video_1). At 9:38pm the husband responded via text not a problem thank you for the help (Text_2). At 8:30pm the customer text me ********* uploaded in the complaint) stating that her phone has been spazzing and thanked me for talking through everything with her husband.  
  
  3rd contact
  Tuesday September 10th:
  This is where our side begin to see things differently. On September 10th **** called stating that said customer had called to see if we can service their recreational vehicle today. I told **** that we had already passed through their area and that we would not be able to service it today. We service their area on Tuesdays as can be seen with all prior servicing, and this had been communicated to the customer as well.  We create our routes for our drivers the day before and typically work ***** hours a day during the summer months. Back tracking on the route is not something we practice out of respect for our employee and his family. **** called the customer back at *******, ***************, *******, *******, and *****************. All of these calls were answered with this phone is not in service messages. **** then text the customer at **************** to let the customer know we have been trying to call and keep getting the message that the phone is not in service. At 12:20pm we received a call from the customer which was disconnected. **** called the customer back at ***************** and let the customer know that we had already passed their area and that we can service next Tuesday. The proceeding Friday, September 13th at 8:28pm, the customers husband contacted me via text message asking if we squeeze them in for service tomorrow (Saturday), stating that the tank was full, and his wife was pregnant and needed a bathroom. It was at this point when he stated that his wife made an appointment for Tuesday, and we called and canceled the appointment because we were overbooked (Text_3). The husband asked if we couldnt do it, if we knew anyone that could. I responded to the husband at 9:23pm letting him know we never had an appointment scheduled for Tuesday (call log from Roses phone indicate there were no incoming or outgoing calls to this customer. Our company number *********** is forwarded to Roses cell phone) (Calls_6), and that I would go out there tomorrow (Saturday) morning to perform the service myself.This decision was made from pure sympathy for their situation of having a pregnant wife and kids and deciding to live in a recreational vehicle to save money to purchase a home for their family, as a company we typically do not book weekend work. On the morning of Saturday September 14th at 7:13am I text the husband to let him know I would be arriving a little before 7:40am (Text_4),to which there was no response. Upon arriving at the customers location, I noticed the trailer to be serviced had been relocated. The trailer was now backed up to a building and the sewage ports are located behind the trailer. There was a blue ****** truck parked on the hitch side of the trailer restricting access of my 1,000-gallon truck to perform services. The other options I had were to run the 25 feet of suction hose under the trailer which was also not accessible due to the fenced in area in front of the trailer. The last option was to access the ports from the non-towing end of the trailer, which was also blocked with other vehicles and childrens toys. After assessing the situation of not being able to access the ports I called the husband at 7:34am to see if we could get the ****** truck moved for access (Calls_4). The call went to voicemail.I waited 2 minutes idling in my truck in front of the trailer before sending the husband a text at 7:36am that I had shown up to service and access was blocked (Text_4). I then turned around in the driveway and proceeded to make the 30-minute drive back home. At 8:01am the customer called. I answered the call, and the customer proceeded to tell me we did not go to the correct address. I let the customer know I personally went out there and described what I had saw upon arrival. The conversation started going south as our views of the situation differed. I decided it was best that we parted ways.
  
  In Conclusion:
  The customer was NOT CHARGED for any of the interactions on September 10th nor the 1-hour special weekend trip made on September 14th.  We have provided two sewage removal services for this customer that we were paid for. One service being performed on Tuesday July 16th for $75, and the other service being performed on Tuesday August 6th for $75, (totaling $150 in services performed and paid for).  Both of which were completed with a thank you from the customer as verified in text communications. I believe, as a company we did our best to accommodate with the customers best interest in mind. From the first interaction, we recommended against servicing the unit every week for $75 a service. As a business we could have taken advantage of this situation and would have collected $600 in services in the questioned time frame by servicing every week knowing it didnt need it. That is not who we are. I offered my expert advice, and it saved the customer $450 between July 16th and September 14th. With that said I do not feel obligated to refund for services rendered and have the right to refuse services with this customer as they were never charged for any services that were not performed. We understand this may have created an inconvenience for this customer, but they had almost 12 hours notice that we would be making a special weekend trip to provide service.We also provided a list of 10 other companies that provide the same service to their area (Text_7, Text_8).