Complaints

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• Initial Complaint

  Date:05/21/2024

  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.

  Scout Septic sent a half full truck & a ******* to investigate my drain field problem located at *************************************************************************. He dug with a shovel several shallow holes to find site for test holes and was supposed to locate lines, scour out pipes to clear clogs and use a snake to see where the clog was. This happened 1/25/24 after a bad storm and I had renters at the house I inherited from my Mother. He was unable to find the clog because he said the ground was frozen, the truck he came in was nearly full of someone else's drain field waste, and he was there for 3 hours. They charged me a small fortune for doing nothing. I called them to complain and they said, "Oh, we sent our best guy to do this. You shouldn't be complaining. It was after a bad storm, ground frozen & he was there for 3 hours". My renter told me how little work was done and recommended another *** and they did a great job. I told the receptionist at Scout that I wouldn't recommend them to anyone after they kept asking for a review from me on ********* I would like my money back.

  Business Response

  Date: 06/04/2024

  
  

  We take all customer complaints seriously and strive to address them promptly and thoroughly. Here are the key points regarding the service provided to the customer at ************************************************************************ *****, on January 25th, 2024:

  1. Service Performance:
  • Our technician encountered significant issues with the existing drain field, including a collapsed D-box lid and a cracked 90-degree pipe. These issues indicate that the drain field had exceeded its useful life and required replacement.
  • Despite these challenges and inclement weather, our technician performed the work with the best equipment available, aiming to clear the clog. However, the state of the drain field prevented progress with the ******.
  2. Work Performed:
  • The technician initially attempted jetting to clear the clog. However, it was determined that the drain field had failed and required a total replacement.
  • Jetting three lines revealed that the entire drain field needed to be replaced, as sectional repairs would not be sufficient.
  3. Approval and Notification:
  • We sent an estimate for digging test pits, which the customer approved. Unfortunately, we did not receive this approval notification due to an error in our **************************** (CRM) system. We apologize for this oversight.
  4. Customer Concerns and Charges:
  • We understand the customer felt that little work was done and the charges were high. The charges reflect the time spent and efforts to assess and address the drain field issue under challenging conditions.
  5. Summary:
  • The drain field was beyond repair, so the clog could not be cleared. Our technician's notes indicate the need to replace the old and failed system completely.
  • We apologize for any miscommunication and the inconvenience caused to the customer.

  We hope this helps clear up the situation and shows that our work was done to the best of our ability. We appreciate the customer's feedback and will use it to improve our notification processes.

  I appreciate your understanding.

  Sincerely,
  The Scout Septic Team

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21724508
  
  I am rejecting this response because:
  

  They did nothing to resolve the problem nor did they claim any responsibility and refused to give back even 1/3rd of the money. The owner, ******* called and explained his side of the story and that was that he is a small business owner who sent his best guy to do the work but because of the bad weather he did all he could. He said the worker was there for 4 hours. I know it wasn't 4 hours because the worker called and told me he'd worked 3 hours and had no luck clearing lines. The owner suggested I call another vender and ask their going rate and I would be surprised at how much more they would have charged for the same work. He said that they had been unable to finish the job and that I was just lucky. I told ******* about what my renter told me and that was "Worker came with nearly full truck of other people's waste and dug a few small shovel holes. Very little work was done". I asked ******* "So does this mean you won't give me back any of my money"? He said "That's correct".

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