Dear Mrs***, Thank you for your business and thank you for the opportunity to respond to your complaints It is our aim to satisfy all our customersThe “delay getting started” with this job was partly due to the holidays (Christmas & New Year’s) and majorly due to the rainy weather (we cannot work in your yard with our heavy equipment when the ground is wet and soft) Once it has rained, we have to wait until the ground is dry and hard (usually or days) We also need a 3-day window with no significant rain forecasted in which to do the job Our back log, when we told you the installation would start in about a month, was in fact running about days From the time we received your down payment, until we started the job was days or weeks So, we missed our “month” commitment by only weeks (we thought that was pretty good considering there were several very heavy rains during that time) Regarding “being without toilets or showers for days”, we verbally warned you that you could be without the use of toilets, showers, and sinks for up to days and we followed that up with an email warning This inconvenience is just the nature of the job We are collapsing and disconnecting an old septic system and excavating for, installing, and connecting a new septic system While we try to do this in as short of time as possible, every job doesn’t always go as smooth as expected “Moved location of tank” The Texas Commission On Environmental Quality (TCEQ) gives the installer the leeway to change sprinkler locations and tank location in order to accomplish the installation depending on what he actually encounters during installation at each job site The septic tank is a large, heavy (tons) concrete structure which has to be brought in and set in place with a crane mounted 14-ton truck One of the factors that determines the location of the tank is accessibility to the site by this crane mounted truck While the customer and/or the installer may want the tank in a particular location, the crane mounted truck may dictate the actual location All this being said, at the end of the day the new septic tank, while larger, was put in the same location as the old septic tank which we collapsed and removed The City Inspector inspected the installation and passed it with the tank in the location as per the approved design(When a tank location is different from the approved design, the Inspector will request a revised drawing In this case, he did not.) “The rock wall” It was our supplier’s heavy crane mounted truck that broke the rock wall Our personnel did not even notice it until days later when you pointed it out Even though our proposal (which you signed) clearly states, “JB Wastewater is NOT responsible for Landscape”, we did attempt to repair the rock wall We take issue with and are offended by the “lying” accusation We did not take notice of the rock wall’s condition before it was damaged so we were at a disadvantage trying to repair it to its pre-damage condition We kept working on it, however, until it was repaired to your satisfaction “Left the site a disaster” Because of all the heavy equipment and excavation required, the installation of a septic system really does mess up a yard We smooth out the area as good as possible with the excavation equipment we have Most homeowners realize this and plan to re-landscape the area after the job is complete and the equipment is moved In an attempt to satisfy you, we did come back to rake the area “Fill dirt uneven and not packed” Proper installation procedure is to allow the dirt to settle naturally rather than pack it around the tank(Packing can cause and has caused tanks to crack.) After a rain, the dirt usually settles If you will simply call us, we will come back out and fill in the low spots Regarding your “Desired Settlement” We did come back out and rake the area to make it smoother and more mowable Plus, as further settling around the new tank occurs, please call us and we will come out and fill in the settled areas Sincerely, [redacted] **JB Wastewater Maintenance Providers, Inc
Dear Mrs***, Thank you for your business and thank you for the opportunity to respond to your complaints It is our aim to satisfy all our customersThe “delay getting started” with this job was partly due to the holidays (Christmas & New Year’s) and majorly due to the rainy weather (we cannot work in your yard with our heavy equipment when the ground is wet and soft) Once it has rained, we have to wait until the ground is dry and hard (usually or days) We also need a 3-day window with no significant rain forecasted in which to do the job Our back log, when we told you the installation would start in about a month, was in fact running about days From the time we received your down payment, until we started the job was days or weeks So, we missed our “month” commitment by only weeks (we thought that was pretty good considering there were several very heavy rains during that time) Regarding “being without toilets or showers for days”, we verbally warned you that you could be without the use of toilets, showers, and sinks for up to days and we followed that up with an email warning This inconvenience is just the nature of the job We are collapsing and disconnecting an old septic system and excavating for, installing, and connecting a new septic system While we try to do this in as short of time as possible, every job doesn’t always go as smooth as expected “Moved location of tank” The Texas Commission On Environmental Quality (TCEQ) gives the installer the leeway to change sprinkler locations and tank location in order to accomplish the installation depending on what he actually encounters during installation at each job site The septic tank is a large, heavy (tons) concrete structure which has to be brought in and set in place with a crane mounted 14-ton truck One of the factors that determines the location of the tank is accessibility to the site by this crane mounted truck While the customer and/or the installer may want the tank in a particular location, the crane mounted truck may dictate the actual location All this being said, at the end of the day the new septic tank, while larger, was put in the same location as the old septic tank which we collapsed and removed The City Inspector inspected the installation and passed it with the tank in the location as per the approved design(When a tank location is different from the approved design, the Inspector will request a revised drawing In this case, he did not.) “The rock wall” It was our supplier’s heavy crane mounted truck that broke the rock wall Our personnel did not even notice it until days later when you pointed it out Even though our proposal (which you signed) clearly states, “JB Wastewater is NOT responsible for Landscape”, we did attempt to repair the rock wall We take issue with and are offended by the “lying” accusation We did not take notice of the rock wall’s condition before it was damaged so we were at a disadvantage trying to repair it to its pre-damage condition We kept working on it, however, until it was repaired to your satisfaction “Left the site a disaster” Because of all the heavy equipment and excavation required, the installation of a septic system really does mess up a yard We smooth out the area as good as possible with the excavation equipment we have Most homeowners realize this and plan to re-landscape the area after the job is complete and the equipment is moved In an attempt to satisfy you, we did come back to rake the area “Fill dirt uneven and not packed” Proper installation procedure is to allow the dirt to settle naturally rather than pack it around the tank(Packing can cause and has caused tanks to crack.) After a rain, the dirt usually settles If you will simply call us, we will come back out and fill in the low spots Regarding your “Desired Settlement” We did come back out and rake the area to make it smoother and more mowable Plus, as further settling around the new tank occurs, please call us and we will come out and fill in the settled areas Sincerely, [redacted] **JB Wastewater Maintenance Providers, Inc