I am writing this letter in response to a customer complaint. The customer stated that we charged $640.00 to locate his septic tank. This is a false statement; I have attached our invoice showing a breakdown of the charges for your review. In addition to locating the septic tank, we also uncovered...
the lids by shovel. This was no easy task and required the labor of two men for several hours as the ground was extremely rocky, hard, and dry due to the drought. The homeowner had routed several irrigation system pipes directly over the tank lids which also led to slow progress in uncovering them. Initially, our company wanted to probe for the septic tank in a location where, based on our experience, we felt it would be located. However, the homeowner insisted it was 20 feet from where we wanted to start. After several attempts, we remained unable to locate the tank where the customer suggested. The customer was insistent about the tank’s location. In order to save our customer’s time and to bypass the rocky and dry conditions, we offered to use an electronic locator. It was explained to the customer that this system would locate tank within an hour. He was also made aware that this would cost an additional $150.00. The homeowner approved the charges at the time. Once uncovered, an inspection fee of $100.00 was charged for inspecting the septic system, filling out the inspection report, and providing said report to the realtor who had requested the inspection. I have also attached this report for your review.In complaint the customer has also stated we had quoted him $6000 to replace his tank. This is also not correct. The estimate, which is attached, was provided to the realtor and to the customer is in the amount of $5575.00. He states that another company charged him $5,000. I would be interested to know the exact amount the customer paid to the other company, as our rates are very fair. After he was provided with the quote, the customer talked to his neighbor who had previously had lids replaced due to minor deterioration. The customer believed that his tank could be repaired in a similar manner. However, this was simply not the case. The lids and the entire upper 12" of the secondary compartment of the customer’s tank were deteriorated beyond repair. It would have been doing the customer a disservice that could have cost him more money down the line if we had opted for an irresponsible “quick fix”. That is not how we do business. The customer was present for the duration of the inspection and witnessed the severity of the condition of his septic tank. All of the charges that I have outlined above are reflected on the attached invoice. The customer also felt he was taken advantage of as a senior citizen. The week before we worked with him, our company provided the Senior Citizen Care Center located at [redacted] Mall, Atascadero, Ca. with over $1200 in repair work at no cost to them. Attached you will find the invoice showing donation and a letter of appreciation from the Care Center. Our company has been in business for over 60 years, and in that time we have cultivated a reputation of honesty and integrity.Sincerely,[redacted]
I am writing this letter in response to a customer complaint. The customer stated that we charged $640.00 to locate his septic tank. This is a false statement; I have attached our invoice showing a breakdown of the charges for your review. In addition to locating the septic tank, we also uncovered...
the lids by shovel. This was no easy task and required the labor of two men for several hours as the ground was extremely rocky, hard, and dry due to the drought. The homeowner had routed several irrigation system pipes directly over the tank lids which also led to slow progress in uncovering them. Initially, our company wanted to probe for the septic tank in a location where, based on our experience, we felt it would be located. However, the homeowner insisted it was 20 feet from where we wanted to start. After several attempts, we remained unable to locate the tank where the customer suggested. The customer was insistent about the tank’s location. In order to save our customer’s time and to bypass the rocky and dry conditions, we offered to use an electronic locator. It was explained to the customer that this system would locate tank within an hour. He was also made aware that this would cost an additional $150.00. The homeowner approved the charges at the time. Once uncovered, an inspection fee of $100.00 was charged for inspecting the septic system, filling out the inspection report, and providing said report to the realtor who had requested the inspection. I have also attached this report for your review.In complaint the customer has also stated we had quoted him $6000 to replace his tank. This is also not correct. The estimate, which is attached, was provided to the realtor and to the customer is in the amount of $5575.00. He states that another company charged him $5,000. I would be interested to know the exact amount the customer paid to the other company, as our rates are very fair. After he was provided with the quote, the customer talked to his neighbor who had previously had lids replaced due to minor deterioration. The customer believed that his tank could be repaired in a similar manner. However, this was simply not the case. The lids and the entire upper 12" of the secondary compartment of the customer’s tank were deteriorated beyond repair. It would have been doing the customer a disservice that could have cost him more money down the line if we had opted for an irresponsible “quick fix”. That is not how we do business. The customer was present for the duration of the inspection and witnessed the severity of the condition of his septic tank. All of the charges that I have outlined above are reflected on the attached invoice. The customer also felt he was taken advantage of as a senior citizen. The week before we worked with him, our company provided the Senior Citizen Care Center located at [redacted] Mall, Atascadero, Ca. with over $1200 in repair work at no cost to them. Attached you will find the invoice showing donation and a letter of appreciation from the Care Center. Our company has been in business for over 60 years, and in that time we have cultivated a reputation of honesty and integrity.Sincerely,[redacted]