Blue Wave Auto Spa

[redacted] We have reviewed the complaint filed by our mutual customer, Ms [redacted] at [redacted] ***, who was dissatisfied with aspects of the service she received from our companyWe've conducted a review of the services rendered and prepared the following responseIt is never acceptable for a customer to feel less than anything but completely satisfied after interacting with Stamie ELyttle CompanyI hope with consideration, the following explanation will shed some helpful light on the situationMs [redacted] called upon Stamie ELyttle Coto diagnose a drainage issue in the form of a kitchen sink back up, caused from toilet usageThree individual contributing factors, all causing similar and related symptoms, were determined to be the underlying cause: • A full septic tank, broken outlet tee in tank, and clogged sanitary septic tank line.• A broken and deteriorated distribution box and deteriorated exiting lines from distribution box.• An old cast iron plumbing line under home was deteriorated and leaking.One problem did not inherently cause anotherLeaving one problem undiscovered and unresolved simply exacerbated the problems the customer was facingThe customer complaint states that we performed work that was not neededI believe this complaint stems from not fully understanding the nature and severity of each individual problemA myriad of septic and plumbing complications can be individually and independently present while causing a singular odorous drainage problem to the homeownerDealing with one of these problems on it's own can be frustrating and costlyDealing with all three can be down right infuriatingI fully sympathize and understand the line of questioning from the customer and I hope to do a better job explaining and resolving questions for future situationsIn this, we can always identify room for improvementMs [redacted] was treated fairly and with the utmost respectOver the coure of this troubleshooting process, Stamie ELyttle Cowaived over two thousand dollars worth of potential fees for the following services: • Field supervisor visit on 3/14/discovery, and diagnostic report of deteriorated distribution box and components - $ [redacted] waived• 50% deposit waived for distribution box and drainfield repair• Repair Design by *** and accompanying permit application - $ [redacted] cost waived• Service response to customer call on 5/2/regarding odor and blockagePlumber dispatched to find water level in the septic tankPlumber reamed the lineunder the house and cleared a blockageTechnician recommended the cast ironsewer line under the house probably needs to be replacedService dispatch plumber would retail for a $ [redacted] charge (hourly rates for resources associated with this call)The fee was waived.• Mrs [redacted] called around 12/28/regarding an odor and downstairs bathroom toilet blockageA manager with two technicians visited the propertyUncovered the access lids to the septic tank to find the water level and no sewage on theground surfaceNo unusual odors were detectedMrs [redacted] flushed the upstairs toilet and ran the kitchen sinkThe water slowed into the septic tank properly.When the downstairs bathroom toilet was flushed, the water trickled into the tank, indicating a blockage or line breakTypically a $ [redacted] charge (hourly rates forresources associated with this call)The fee was waived.• Service response to customer call on 1/3/Plumber dispatched to snake the line from the downstairs bathroom toilet to the septic tank Plumber uncovered the inlet side of the septic tank and jetted sewer line to the housePlumber found brokenpipe and flange in downstairs bathroom toiletCabled sewer line under house and used a blow bag to clear blockageCapped line to toiletPlumber again suggestedreplacing cast iron sewer pipingProvided estimate of $ [redacted] for this workTypically $ [redacted] charge (hourly rates for resources associated with this call)The fee waswaived.• Mrs [redacted] left voicemails on 3/28/and 4/5/to sanother diagnosticappointmentA field supervisor visited the property 4//explaining that she had two different problems; She had deteriorated components in the septic system and an aging cast iron sewer line under the houseField supervisor acknowledged that both needed to be fixedCast iron sewer line to our knowledge has not beenreplacedTypically $ [redacted] charge (hourly rates for resources associated with thiscall)The fee was waived.It is unfortunate when a customer must deal with multiple problems in such a small window of timeAs a service provider, we can only approach issues using experience and a standard operating procedureWe have room to improve customer outreach and education in our service approach and will work towards that goalThank you for your consideration - please feel free to contact me with additional questions or for further clarification Regards, Benjamin C*** | Stamie ELyttle Co| Lyttle Utilities, Inc| Atlas Industrial Services

Called business spoke with Mr. C[redacted] he stated that he is actively working with the consumer and the Health Department on the issue.

[redacted]  We have reviewed the complaint filed by our mutual customer, Ms. [redacted] at [redacted], who was dissatisfied with aspects of the service she received from our company. We've conducted a review of the services rendered and prepared the following response. It is never...

acceptable for a customer to feel less than anything but completely satisfied after interacting with Stamie E. Lyttle Company. I hope with consideration, the following explanation will shed some helpful light on the situation. Ms. [redacted] called upon Stamie E. Lyttle Co. to diagnose a drainage issue in the form of a kitchen sink back up, caused from toilet usage. Three individual contributing factors, all causing similar and related symptoms, were determined to be the underlying cause: • A full septic tank, broken outlet tee in tank, and clogged sanitary septic tank line.• A broken and deteriorated distribution box and deteriorated exiting lines from distribution box.• An old cast iron plumbing line under home was deteriorated and leaking.One problem did not inherently cause another. Leaving one problem undiscovered and unresolved simply exacerbated the problems the customer was facing. The customer complaint states that we performed work that was not needed. I believe this complaint stems from not fully understanding the nature and severity of each individual problem. A myriad of septic and plumbing complications can be individually and independently present while causing a singular odorous drainage problem to the homeowner. Dealing with one of these problems on it's own can be frustrating and costly. Dealing with all three can be down right infuriating. I fully sympathize and understand the line of questioning from the customer and I hope to do a better job explaining and resolving questions for future situations. In this, we can always identify room for improvement. Ms. [redacted] was treated fairly and with the utmost respect. Over the coure of this troubleshooting process, Stamie E. Lyttle Co. waived over two thousand dollars worth of potential fees for the following services: • Field supervisor visit on 3/14/16. discovery, and diagnostic report of deteriorated distribution box and components - $[redacted] waived• 50% deposit waived for distribution box and drainfield repair• Repair Design by [redacted] and accompanying permit application - $[redacted] cost waived• Service response to customer call on 5/2/16 regarding odor and blockage. Plumber dispatched to find normal water level in the septic tank. Plumber reamed the lineunder the house and cleared a blockage. Technician recommended the cast ironsewer line under the house probably needs to be replaced. Service dispatch plumber would retail for a $[redacted] charge (hourly rates for resources associated with this call). The fee was waived.• Mrs. [redacted] called around 12/28/16 regarding an odor and downstairs bathroom toilet blockage. A manager with two technicians visited the property. Uncovered the access lids to the septic tank to find the water level normal and no sewage on theground surface. No unusual odors were detected. Mrs. [redacted] flushed the upstairs toilet and ran the kitchen sink. The water slowed into the septic tank properly.When the downstairs bathroom toilet was flushed, the water trickled into the tank, indicating a blockage or line break. Typically a $[redacted] charge (hourly rates forresources associated with this call). The fee was waived.• Service response to customer call on 1/3/17. Plumber dispatched to snake the line from the downstairs bathroom toilet to the septic tank Plumber uncovered the inlet side of the septic tank and jetted sewer line to the house. Plumber found brokenpipe and flange in downstairs bathroom toilet. Cabled sewer line under house and used a blow bag to clear blockage. Capped line to toilet. Plumber again suggestedreplacing cast iron sewer piping. Provided estimate of $[redacted] for this work. Typically $[redacted] charge (hourly rates for resources associated with this call). The fee waswaived.• Mrs. [redacted] left voicemails on 3/28/17 and 4/5/17 to set-up another diagnosticappointment. A field supervisor visited the property 4/7 /17 explaining that she had two different problems; She had deteriorated components in the septic system and an aging cast iron sewer line under the house. Field supervisor acknowledged that both needed to be fixed. Cast iron sewer line to our knowledge has not beenreplaced. Typically $[redacted] charge (hourly rates for resources associated with thiscall). The fee was waived.It is unfortunate when a customer must deal with multiple problems in such a small window of time. As a service provider, we can only approach issues using experience and a standard operating procedure. We have room to improve customer outreach and education in our service approach and will work towards that goal. Thank you for your consideration - please feel free to contact me with additional questions or for further clarification.  Regards, Benjamin C[redacted] | Stamie E. Lyttle Co. | Lyttle Utilities, Inc. | Atlas Industrial Services

[redacted]  We have reviewed the complaint filed by our mutual customer, Ms. [redacted] at [redacted], who was dissatisfied with aspects of the service she received from our company. We've conducted a review of the services rendered and prepared the following response. It is never...

acceptable for a customer to feel less than anything but completely satisfied after interacting with Stamie E. Lyttle Company. I hope with consideration, the following explanation will shed some helpful light on the situation. Ms. [redacted] called upon Stamie E. Lyttle Co. to diagnose a drainage issue in the form of a kitchen sink back up, caused from toilet usage. Three individual contributing factors, all causing similar and related symptoms, were determined to be the underlying cause: • A full septic tank, broken outlet tee in tank, and clogged sanitary septic tank line.• A broken and deteriorated distribution box and deteriorated exiting lines from distribution box.• An old cast iron plumbing line under home was deteriorated and leaking.One problem did not inherently cause another. Leaving one problem undiscovered and unresolved simply exacerbated the problems the customer was facing. The customer complaint states that we performed work that was not needed. I believe this complaint stems from not fully understanding the nature and severity of each individual problem. A myriad of septic and plumbing complications can be individually and independently present while causing a singular odorous drainage problem to the homeowner. Dealing with one of these problems on it's own can be frustrating and costly. Dealing with all three can be down right infuriating. I fully sympathize and understand the line of questioning from the customer and I hope to do a better job explaining and resolving questions for future situations. In this, we can always identify room for improvement. Ms. [redacted] was treated fairly and with the utmost respect. Over the coure of this troubleshooting process, Stamie E. Lyttle Co. waived over two thousand dollars worth of potential fees for the following services: • Field supervisor visit on 3/14/16. discovery, and diagnostic report of deteriorated distribution box and components - $[redacted] waived• 50% deposit waived for distribution box and drainfield repair• Repair Design by [redacted] and accompanying permit application - $[redacted] cost waived• Service response to customer call on 5/2/16 regarding odor and blockage. Plumber dispatched to find normal water level in the septic tank. Plumber reamed the lineunder the house and cleared a blockage. Technician recommended the cast ironsewer line under the house probably needs to be replaced. Service dispatch plumber would retail for a $[redacted] charge (hourly rates for resources associated with this call). The fee was waived.• Mrs. [redacted] called around 12/28/16 regarding an odor and downstairs bathroom toilet blockage. A manager with two technicians visited the property. Uncovered the access lids to the septic tank to find the water level normal and no sewage on theground surface. No unusual odors were detected. Mrs. [redacted] flushed the upstairs toilet and ran the kitchen sink. The water slowed into the septic tank properly.When the downstairs bathroom toilet was flushed, the water trickled into the tank, indicating a blockage or line break. Typically a $[redacted] charge (hourly rates forresources associated with this call). The fee was waived.• Service response to customer call on 1/3/17. Plumber dispatched to snake the line from the downstairs bathroom toilet to the septic tank Plumber uncovered the inlet side of the septic tank and jetted sewer line to the house. Plumber found brokenpipe and flange in downstairs bathroom toilet. Cabled sewer line under house and used a blow bag to clear blockage. Capped line to toilet. Plumber again suggestedreplacing cast iron sewer piping. Provided estimate of $[redacted] for this work. Typically$[redacted] charge (hourly rates for resources associated with this call). The fee waswaived.• Mrs. [redacted] left voicemails on 3/28/17 and 4/5/17 to set-up another diagnosticappointment. A field supervisor visited the property 4/7 /17 explaining that she had two different problems; She had deteriorated components in the septic system and an aging cast iron sewer line under the house. Field supervisor acknowledged that both needed to be fixed. Cast iron sewer line to our knowledge has not beenreplaced. Typically $[redacted] charge (hourly rates for resources associated with thiscall). The fee was waived.It is unfortunate when a customer must deal with multiple problems in such a small window of time. As a service provider, we can only approach issues using experience and a standard operating procedure. We have room to improve customer outreach and education in our service approach and will work towards that goal. Thank you for your consideration - please feel free to contact me with additional questions or for further clarification.   Regards, Benjamin C[redacted] | Stamie E. Lyttle Co. | Lyttle Utilities, Inc. | Atlas Industrial Services