Vienna Septic & Ar-Jon Portable Toilets

Date: 2-17-2014
Sir,
We serviced the septic tank at the customer’s home in August of 2013. We were made aware of a problem in January of 2014. The customer called to report that the soil above her septic tank was sinking and that she had concluded it was due to...

our not placing the lid back correctly. We were to make an appointment to uncover the tank and determine cause of the problem. The following day, before we could contact her, she again called our office and spoke with my 73 year old mother, who runs our office. At this time, she demanded our insurance company’s name, phone number, and policy number to file a claim for damages to her septic tank. When she was not given the information and was told to contact me, she became verbally abusive and demanded to speak with me as the manager of the company. She called me and demanded the information without informing me who she was or to what she was referring and accused our company of not having insurance in a clear violation of the law. Once she told me who she was, I told her that I had a work order to call and set up an appointment. She informed me that she did not want our company to come to her property. She stated that she would hire a “reputable” company to determine what we had done incorrectly. She also wanted to file a claim with our insurance company and demanded a full refund. At this time, I gave her the insurance information she wanted and told her we would make a full refund. We mailed her a check for $225.00 the same day.
At this time, she informed me that she would be filing a complaint with the Revdex.com and she would also be going online to find as many Blogs as possible to inform everyone she could that we were disreputable and no one should use our company.
At no time did I raise my voice or speak to her in a disrespectful way. I attempted to solve this problem in a way that would make her feel satisfied with the way it was handled. I feel that she had come to the conclusion that no matter what I was willing to do, she was not going to be happy.
She filed an insurance claim and on Feb. 3, 2014 her claim, S1 -187288, was denied as they could not find liability with our work.
In regards to our employee, he does indeed have a pace maker. He also passed his Virginia Department of Vehicles required health examination and carries a current Medical Card that attests to this fact. As far as any conversation between him and the person making this complaint, I can not make any comment, as I was not present. I do not doubt that he may of complained, but I have found that most employees tend to complain about all kind of issues.
It is very regretful that we were not able to come to an acceptable remedy for this situation without involving your agency. I do feel that it could have been handled in a timely manner had we been given the opportunity.
I am sorry that the customer feels the way she does, but I do not believe that her response and her actions were justified in this matter.
We are licensed and bonded by the Virginia State Health Department as well as the counties of [redacted], [redacted], and [redacted].
We have been in business since 1958 and have never had a complaint filed against us to your agency or any health department in counties where we do business.
Sincerely,

Review: Vienna septic serviced my septic field. A sink hole is forming over the tank and getting larger. This is probably indicative of cover being left ajar and tank filling up with mud. The owner and his wife run the shop, are rude, refuse to remedy the problem. The serviceman, probably the owner himself, complains incessantly at the job site that the "owners " unfairly make him do the work in spite of his pace maker and heart condition. The company is clearly a liability risk. They have another business name [redacted] for portable outhouses. I do not recommend hiring this company under any circumstances.Desired Settlement: File a claim with insurance company to repair damage. Receive refund of fee

Business

Response:

Date: 2-17-2014

Sir,

We serviced the septic tank at the customer’s home in August of 2013. We were made aware of a problem in January of 2014. The customer called to report that the soil above her septic tank was sinking and that she had concluded it was due to our not placing the lid back correctly. We were to make an appointment to uncover the tank and determine cause of the problem. The following day, before we could contact her, she again called our office and spoke with my 73 year old mother, who runs our office. At this time, she demanded our insurance company’s name, phone number, and policy number to file a claim for damages to her septic tank. When she was not given the information and was told to contact me, she became verbally abusive and demanded to speak with me as the manager of the company. She called me and demanded the information without informing me who she was or to what she was referring and accused our company of not having insurance in a clear violation of the law. Once she told me who she was, I told her that I had a work order to call and set up an appointment. She informed me that she did not want our company to come to her property. She stated that she would hire a “reputable” company to determine what we had done incorrectly. She also wanted to file a claim with our insurance company and demanded a full refund. At this time, I gave her the insurance information she wanted and told her we would make a full refund. We mailed her a check for $225.00 the same day.

At this time, she informed me that she would be filing a complaint with the Revdex.com and she would also be going online to find as many Blogs as possible to inform everyone she could that we were disreputable and no one should use our company.

At no time did I raise my voice or speak to her in a disrespectful way. I attempted to solve this problem in a way that would make her feel satisfied with the way it was handled. I feel that she had come to the conclusion that no matter what I was willing to do, she was not going to be happy.

She filed an insurance claim and on Feb. 3, 2014 her claim, S1 -187288, was denied as they could not find liability with our work.

In regards to our employee, he does indeed have a pace maker. He also passed his Virginia Department of Vehicles required health examination and carries a current Medical Card that attests to this fact. As far as any conversation between him and the person making this complaint, I can not make any comment, as I was not present. I do not doubt that he may of complained, but I have found that most employees tend to complain about all kind of issues.

It is very regretful that we were not able to come to an acceptable remedy for this situation without involving your agency. I do feel that it could have been handled in a timely manner had we been given the opportunity.

I am sorry that the customer feels the way she does, but I do not believe that her response and her actions were justified in this matter.

We are licensed and bonded by the Virginia State Health Department as well as the counties of [redacted], and [redacted].

We have been in business since 1958 and have never had a complaint filed against us to your agency or any health department in counties where we do business.

Sincerely,