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:07/28/2022

  Type:Order 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.

  We had a clog in our septic and called this company we already have used. Worker used too much force and broke cap leading into our finished basement. Raw sewerage was poured into our carpeted custom basement. I called and they stated they would not take responsibiliry. I was verbally abused so badly on the phone I was traumatized for days. I cried and shook when I was berated and insulted when I did not want to be alone for the carpet cleaning. I just wanted to try to reach my husband to see his work schedule. Then my husband called them and they agreed to clean our carpet area with professional cleaner and not Bill us for the septic cleaning. They took a week to send cleaner and we had to move furniture to clean up the toxic matter inside our home. Today we got a bill for $384.68. And it said past due. We refuse to pay for their negligence and abusive behavior. I feel so mistreated and wronged when we just needed a service. When the bill arrived I began to shake as PTSD from the terrible things they said when I called them. They were never sorry and have no plan to do as promised. Please help us.

  Business Response

  Date: 08/09/2022

  Homeowner called for an emergency pumping due to a clogged line.  We had an employee called out immediately.  The employee snaked the line and pumped the tank. The clean out pipe in the basement broke causing a small amount of gray white to come back in the house. We have been in business since 1957 and have never had a cap break from snaking a line. The homeowner was offered a carpet cleaning service to come out the next day to clean up an area on the carpet. Homeowner declined at that time demanding we replace her wood walls and carpet throughout her basement. The following day, the homeowner called and was offered the carpet cleaning again.  She declined again stating she needed to speak with her husband because she was scared to be home alone with the carpet cleaners. The numerous phones call were being recorded through our office with the homeowner being made clear the calls were recorded. During these calls, the homeowner reported that her husband tried to loosen the cap prior to us coming out with a wrench. The homeowner continued to become irate and not willing to let us get the carpets cleaned. All communication with Mrs was discontinued through the office due to the homeowner being aggressive. Mr called and spoke with the business owner who reported that his wife was being unreasonable and that the driver did a great job. The only damage was some gray water on the carpet the size of a placemat. He would appreciate the carpet cleaning service we offered. Mr reported he would not be available for us to send the carpet cleaning service until the following Wednesday when he would be home.  Homeowner was also made aware we would be paying for the carpet cleaning; however, he would still be responsible for the emergency pumping from the night before. Mr stated all communications to be with him directly and not his wife. The carpet cleaning company was called immediately and the service was performed the following Wednesday. Original invoice was mailed the following a day which is our normal protocol. A past due notice was sent and Mr called to speak with the owner and stated he would not be paying the invoice

  Customer Answer

  Date: 08/15/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************
  My husband and I have read this company's reply and we are shocked at the false information stated by them. They have repeatedly tried to deny any wrong doing from the start. They didn't see what they did because we were cleaning it up.. Then their employee left without even saying he was sorry. My husband told the septic man to stop hitting the pipe he was going to break it. He continued to hit it and it the cap broke in the center. I have the cap in pieces obviously broken from the inside out. My husband only used a wrench to remove broken remaining piece of cap. He had to go buy a new one. The smell was sickening. It was not grey water as they stated. It was feces and toilet paper and dirty water. We know because we had to clean their mess. They would only use their carpet company when I asked for emergency disinfecting and they would not let us call someone. I never said I was afraid of carpet people. I don't feel the need to explain to them I am didabled after spine surgery and I have trouble getting around. So the old man when I called said "am I afraid the carpet person will try to touch me!" He went on to say they would probably see me and run away. That was out of line and inexcusable. They are so unprofessional and I worked customer customer service for 25 years and NEVER spoke to anyone so awful and hateful. The verbal abuse left me shaking and cryiing for several days. They didn't like my review I shared and said they could lose customers. So if I remove it they would waive bill. I removed it right away and of course they didn't keep their word. I said my wood walls got wet and I never asked for replacement. They did not provide acceptable and reasonable service and should be ashamed for sending us a bill and Mark it past due. We did nothing and they have caused all of this. They told my husband they handled it wrong from the beginning so what happened to doing the right thing? My husband lost half a day if work and I'm disabled. We owe them nothing.