Drainfield Solutions

Please see the following copy of email correspondence with Mrs [redacted] on 03/15/@ 11:am Mrs [redacted] was advised of our service fee prior to dispatch of our technician We are a very honest, respected and reputable company in our industry We have no reason to merely "harass" Mrs [redacted] for The expense that my company has already incurred in handling her request in well over Thank you, [redacted] Our records indicate the following: The work order was opened 01/09/, per your request for an inspection and pumpingIt is also noted that you were unaware (until informed) of the Virginia Department of Health regulatory requirements regarding inspection and maintenance of your alternative septic system It was explained to you VDH’s requirement of at least an annual inspection of all alternative systems, which must also be reported electronically (for review) by a licensed contractor You requested inspection after the 21st of January, due to payday timing When the technician arrived at your home (January 22nd)you stated you had cancelled the service call Drainfield Solutions did not receive a voice mail cancelling the service, nor was a call received thru our quality assurance voice service We have lines coming into our office The 22nd was on a Friday, exactly what time did you call? We have a fully staffed office, M-F 7:am – 4:pmPerhaps you inadvertently called/notified another company DS has a service call fee, which is the cost of coming out to the site prior to any diagnosis/service We received a call on 03/09/regarding your invoice and your intent of non-payment Sending payment reminders/demand notices is not harassment and I will be happy to address this issue with the Revdex.comIf you wish to discuss this further, please feel free to contact our office

[redacted] # [redacted] Response System Information: Septic System Original Installation in (System is currently years old) Cost of original installation $ [redacted] Customer (was not current owner) System type: Alternative system – Puraflo to drip Puraflo modules – 1-year manufacturer’s warranty Installation warranty – year With proper maintenance peat can last up to years before change out becomes necessary Puraflo peat does not last forever; especially without maintenance The Virginia Department of Health requires maintenance be performed and reported a minimum of once per year for all alternative systems Last maintenance reported in Timeline: The [redacted] ’s had a service contract for one year with Drainfield Solutions in 2011, and had an outstanding balance of *** until this yearVirginia Department of Health issued *** 08/24/for septic surfacing [redacted] contacted DS on 09/07/regarding pricing for pump replacement & maintenance contract Provided quote for pump replacement and service contract, Mr [redacted] stated he did not have funds at that time 09/26/– Spoke with [redacted] County HD regarding property, and septic surfacing onto ground surface DS advised HD of Mr [redacted] ’s statement regarding lack of funds10/26/@ 2:43pm – followed up phone call regarding repairs – voice mailbox was full 01/25/– approved thru [redacted] ( [redacted] –Grantee Program) for pump out and estimates of repairs to system 01/26/– pumped *** gallons effluent from septic tank & pump tank The sludge levels were extremely high in both tanks, which caused pumps (2) to lock up The electrical connections were detached from the pump tank riser The pump for the dispersal field was not operating, which caused effluent to stay inside of modules and overflow onto ground surface The headworks needed maintenanceThe system in its entirety was a mess The effluent had been surfacing onto the ground, and not reaching the drainfield for at least months There was no way for DS to ascertain the full extent of damage to modules, nor the condition of the drainfield until the pump station components, and other work completed DS has continuously made site visits, and remained in contact with the Health Department in regards to this property It is hard to explain the complexity of these types of systems to homeowners who have no real understanding of water constraints On most days, we made site visits there were numerous cars in the driveway, and people coming and going on a constant DS advised the homeowner of water usage, and the effects of manually pumping down the system This system is designed to accept up to gallons per day (3BDR – person per) 01/31/- Proposal sent to [redacted] for repairs & costNote: nothing in our proposal provides replacement of the puraflo peat moss, nor the dispersal system Proposal approved and work completed 03/20/– Received approval letter from [redacted] for repairs 03/27/– Pumped gallons effluent from tanks 03/27/– Project started 04/07/– Project completed 04/10/– [redacted] called and reported system alarm 04/11/– Site visit made; system found below levels which indicates manual pump down Homeowner advised against manual pump down and water usage 05/02/– Site visit made with [redacted] County Health Department 05/10/– Site visit to check settings in controls (too much water used) 05/30/– Grade, seed & straw completed 06/22/– Site visit to check puraflo modules 06/22/– Reported failure of modules to [redacted] County Health Department (emailed photos) 07/31/– Jetted manifold on Puraflo modules – water flowing thru at that time This was an attempt to restore flow thru modules to drainfield The peat moss while still fibrous was clogging the manifold/2” conveyance line, due to the length of time effluent was allowed to sit within modules 07/31/– Emailed & spoke with [redacted] County Health Department regarding jetting 08/23/– Meeting with the Virginia Department of Health – HD & DS advised Mr [redacted] that the Puraflo system was failing The necessity for further repairs would be necessary, and an *** was necessary for soil analysis, and repair permit application DS would provide estimates for repairs based on [redacted] soils analysis and repair permit Mr [redacted] has not advised the Health Department, nor DS of *** involvement Mr [redacted] could not comprehend the complexity of this design, and therefore believes DS is at fault and the monies paid (***.00) should take care of his issues If knowledgeable, he would understand system components and cost of those components Repairs to septic systems are not easy, and quite often not simple DS and The Virginia Department of Health have tried to explain this to Mr [redacted] 09/22/– Virginia Department of Health Issued 2nd [redacted] 09/27/– Mr [redacted] called DS, and chose to use profanity with one of our employees, at which time the conversation was terminated Mr [redacted] called the office back, and Michele W [redacted] spoke with him regarding his system in detail, and tried to explain the issues “Real Estate Friend” - in response to this statement Many realtors request inspection services, which may cause a delay in closing Most honest realtors choose to address those repairs, but some choose to avoid DS provides documentation (pictures) for all inspections performedPlease provide the address, and I will be more than happy to speak specifically to the exact location I hope the purchaser of this property is completely aware of the issuesIn conclusion, DS has performed all services in which payment was made, and has a full accounting of all charges The current problem with the system does not have anything to do with the previous repairs Mr [redacted] has been notified by *** (***, 09/22/2017) that the drainfield will need further repairs, which requires an *** and/or EngineerMr [redacted] has placed derogatory comments on social media, and has conveyed his position DS has no choice but to completely step away from the project, at this timeIt is not our responsibility to maintain this system, and restore the functionality of all system components There is no evidence to substantiate this claim/complaint DS will be happy to sit down with Mr [redacted] for further explanation

I called about my pump no longer working and was told someone would be out to look at it possibly the same day but if not then the following dayAfter several calls and a week later someone came out to pump the tank (which was verbally quoted at $220)The next day someone else came out to check the pumpHe said it was broke and I would need a new oneHe gave me options one was verbally quoted at around $and the other around $ I called a friend that works in the industry to see which I should go with and when he did not answer I asked if they could keep working on taking the old pump out while I tryed to get ahold of my friendI was told it was not an issue that they are in my area every day and could come back tomorrow once I knew which pump I wanted to go withHe also said to make sure I called sooner than later so I wouldnt have to pay to have the tank pumped againI called back the same day went with the $pump and it took another week for them to come backwhen they left they had not given me a bill and said I had to call in to payA couple days later I got a bill for $for the pumping of the tank (which I had also already dug up for them) $for additional pumping of the tank and $Drainfield solutions is a scam!

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] Your company has not incurred any expense on my behalfYour service techwas late....., I left a voice mail canceling appointmentYou company did not perform any service for meIf you would like to take this to court do soI cannot believe you are trying to get me to pay $for a service that was not performed

Please see the following copy of email correspondence with Mrs. [redacted] on 03/15/2016 @ 11:19 am.  Mrs. [redacted] was advised of our service fee prior to dispatch of our technician.  We are a very honest,...

respected and reputable company in our industry.  We have no reason to merely "harass" Mrs. [redacted] for 95.00.  The expense that my company has already incurred in handling her request in well over 95.00. 
Thank you,
[redacted]
[redacted] Our records indicate the following: The work order was opened 01/09/2015 , per your request for an inspection and pumping. It is also noted that you were unaware (until informed) of the Virginia Department of Health regulatory requirements regarding inspection and maintenance of your alternative septic system.  It was explained to you VDH’s requirement of at least an annual inspection of all alternative systems, which must also be reported electronically (for review) by a licensed contractor.  You requested inspection after the 21st of January, due to payday timing.  When the technician arrived at your home (January 22nd)you stated you had cancelled the service call.  Drainfield Solutions did not receive a voice mail cancelling the service, nor was a call received thru our quality assurance voice service.  We have 2 lines coming into our office.  The 22nd was on a Friday, exactly what time did you call? We have a fully staffed office, M-F 7:30 am – 4:30 pm. Perhaps you inadvertently called/notified another company.  DS has a 95.00 service call fee, which is the cost of coming out to the site prior to any diagnosis/service.  We received a call on 03/09/2015 regarding your invoice and your intent of non-payment.  Sending payment reminders/demand notices is not harassment and I will be happy to address this issue with the Revdex.com. If you wish to discuss this further, please feel free to contact our office.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
 
Your company has not incurred any expense on my behalf. Your service tech. was late....., I left a voice mail canceling appointment. You company did not perform any service for me. If you would like to take this to court do so. I cannot believe you are trying to get me to pay $95 for a service that was not performed. ....

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]  Your company has not incurred any expense on my behalf. Your service tech. was late....., I left a voice mail canceling appointment. You company did not perform any service for me. If you would like to take this to court do so. I cannot believe you are trying to get me to pay $95 for a service that was not performed. ....

[redacted] #[redacted] Response System Information: Septic System Original Installation in 2005 (System is currently 12 years old) Cost of original installation $[redacted] Customer (was not current owner) System type: Alternative system – Puraflo to drip Puraflo modules – 1-year manufacturer’s...

warranty Installation warranty – 1 year With proper maintenance peat can last up to 15 years before change out becomes necessary Puraflo peat does not last forever; especially without maintenance The Virginia Department of Health requires maintenance be performed and reported a minimum of once per year for all alternative systems.  Last maintenance reported in 2011. Timeline: The [redacted]’s had a service contract for one year with Drainfield Solutions in 2011, and had an outstanding balance of [redacted] until this year. Virginia Department of Health issued [redacted] 08/24/2016 for septic surfacing. [redacted] contacted DS on 09/07/16 regarding pricing for pump replacement & maintenance contract.  Provided quote for pump replacement and service contract, Mr. [redacted] stated he did not have funds at that time.  09/26/16 – Spoke with [redacted] County HD regarding property, and septic surfacing onto ground surface.  DS advised HD of Mr. [redacted]’s statement regarding lack of funds. 10/26/16 @ 2:43pm – followed up phone call regarding repairs – voice mailbox was full 01/25/2017 – approved thru [redacted] ([redacted] –Grantee Program) for pump out and estimates of repairs to system 01/26/2017 – pumped [redacted] gallons effluent from septic tank & pump tank.  The sludge levels were extremely high in both tanks, which caused pumps (2) to lock up.  The electrical connections were detached from the pump tank riser.  The pump for the dispersal field was not operating, which caused effluent to stay inside of modules and overflow onto ground surface.  The headworks needed maintenance. The system in its entirety was a mess.  The effluent had been surfacing onto the ground, and not reaching the drainfield for at least 8 months.  There was no way for DS to ascertain the full extent of damage to modules, nor the condition of the drainfield until the pump station components, and other work completed.  DS has continuously made site visits, and remained in contact with the Health Department in regards to this property.  It is hard to explain the complexity of these types of systems to homeowners who have no real understanding of water constraints.  On most days, we made site visits there were numerous cars in the driveway, and people coming and going on a constant.  DS advised the homeowner of water usage, and the effects of manually pumping down the system.  This system is designed to accept up to 450 gallons per day (3BDR – 2 person per).  01/31/2017 - Proposal sent to [redacted] for repairs & cost. Note: nothing in our proposal provides replacement of the puraflo peat moss, nor the dispersal system.  Proposal approved and work completed.  03/20/2017 – Received approval letter from [redacted] for repairs 03/27/2017 – Pumped 2700 gallons effluent from tanks 03/27/2017 – Project started 04/07/2017 – Project completed 04/10/2017 – [redacted] called and reported system alarm 04/11/2017 – Site visit made; system found below normal levels which indicates manual pump down.  Homeowner advised against manual pump down and water usage 05/02/2017 – Site visit made with [redacted] County Health Department 05/10/2017 – Site visit to check settings in controls (too much water used) 05/30/2017 – Grade, seed & straw completed 06/22/2017 – Site visit to check puraflo modules 06/22/2017 – Reported failure of modules to [redacted] County Health Department (emailed photos) 07/31/2017 – Jetted manifold on Puraflo modules – water flowing thru at that time.  This was an attempt to restore flow thru modules to drainfield.  The peat moss while still fibrous was clogging the manifold/2” conveyance line, due to the length of time effluent was allowed to sit within modules.  07/31/2017 – Emailed & spoke with [redacted] County Health Department regarding jetting 08/23/2017 – Meeting with the Virginia Department of Health – HD & DS advised Mr. [redacted] that the Puraflo system was failing.  The necessity for further repairs would be necessary, and an [redacted] was necessary for soil analysis, and repair permit application.  DS would provide estimates for repairs based on [redacted] soils analysis and repair permit.  Mr. [redacted] has not advised the Health Department, nor DS of [redacted] involvement.  Mr. [redacted] could not comprehend the complexity of this design, and therefore believes DS is at fault and the monies paid ([redacted].00) should take care of his issues.  If knowledgeable, he would understand system components and cost of those components.  Repairs to septic systems are not easy, and quite often not simple.  DS and The Virginia Department of Health have tried to explain this to Mr. [redacted]. 09/22/2017 – Virginia Department of Health Issued 2nd [redacted] 09/27/2017 – Mr. [redacted] called DS, and chose to use profanity with one of our employees, at which time the conversation was terminated.  Mr. [redacted] called the office back, and Michele W[redacted] spoke with him regarding his system in detail, and tried to explain the issues.  “Real Estate Friend” - in response to this statement.  Many realtors request inspection services, which may cause a delay in closing.  Most honest realtors choose to address those repairs, but some choose to avoid.  DS provides documentation (pictures) for all inspections performed. Please provide the address, and I will be more than happy to speak specifically to the exact location.  I hope the purchaser of this property is completely aware of the issues. In conclusion, DS has performed all services in which payment was made, and has a full accounting of all charges.  The current problem with the system does not have anything to do with the previous repairs.  Mr. [redacted] has been notified by [redacted] ([redacted], 09/22/2017) that the drainfield will need further repairs, which requires an [redacted] and/or Engineer. Mr. [redacted] has placed derogatory comments on social media, and has conveyed his position.  DS has no choice but to completely step away from the project, at this time. It is not our responsibility to maintain this system, and restore the functionality of all system components.  There is no evidence to substantiate this claim/complaint.  DS will be happy to sit down with Mr. [redacted] for further explanation.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Please see the following copy of email correspondence with Mrs. [redacted] on 03/15/2016 @ 11:19 am.  Mrs. [redacted] was advised of our service fee prior to dispatch of our technician.  We are a very honest, respected and reputable company in our industry.  We have no reason to merely...

"harass" Mrs. [redacted] for 95.00.  The expense that my company has already incurred in handling her request in well over 95.00.  Thank you,[redacted] Our records indicate the following: The work order was opened 01/09/2015 , per your request for an inspection and pumping. It is also noted that you were unaware (until informed) of the Virginia Department of Health regulatory requirements regarding inspection and maintenance of your alternative septic system.  It was explained to you VDH’s requirement of at least an annual inspection of all alternative systems, which must also be reported electronically (for review) by a licensed contractor.  You requested inspection after the 21st of January, due to payday timing.  When the technician arrived at your home (January 22nd)you stated you had cancelled the service call.  Drainfield Solutions did not receive a voice mail cancelling the service, nor was a call received thru our quality assurance voice service.  We have 2 lines coming into our office.  The 22nd was on a Friday, exactly what time did you call? We have a fully staffed office, M-F 7:30 am – 4:30 pm. Perhaps you inadvertently called/notified another company.  DS has a 95.00 service call fee, which is the cost of coming out to the site prior to any diagnosis/service.  We received a call on 03/09/2015 regarding your invoice and your intent of non-payment.  Sending payment reminders/demand notices is not harassment and I will be happy to address this issue with the Revdex.com. If you wish to discuss this further, please feel free to contact our office.

I called about my pump no longer working and was told someone would be out to look at it possibly the same day but if not then the following day. After several calls and a week later someone came out to pump the tank (which was verbally quoted at $220). The next day someone else came out to check the pump. He said it was broke and I would need a new one. He gave me 2 options one was verbally quoted at around $600 and the other around $1250. I called a friend that works in the industry to see which I should go with and when he did not answer I asked if they could keep working on taking the old pump out while I tryed to get ahold of my friend. I was told it was not an issue that they are in my area every day and could come back tomorrow once I knew which pump I wanted to go with. He also said to make sure I called sooner than later so I wouldnt have to pay to have the tank pumped again. I called back the same day went with the $600 pump and it took another week for them to come back. when they left they had not given me a bill and said I had to call in to pay. A couple days later I got a bill for $305 for the pumping of the tank (which I had also already dug up for them) $95 for additional pumping of the tank and $810. Drainfield solutions is a scam!

[redacted] called from the business and said that their system has no record of the customer canceling the service. The fee is a trip fee and the tech went to the home of the customer after working with her on the date to have them out.

Review: I scheduled an appt to have my drainfield inspected on January 26, 2015. The company was late sending out their service person so I called and left a voice mail cancelling the appt. The service person showed up approx 2 hours late, I let him know that I had left a message at their office cancelling the appt. I have received bills in the mail within the past year stating I owe them $95.00. I have called and spoke to the receptionist there and left messages for the office manager to call me. I have never gotten a call back, but continue to get a bill that threatens further action if I do not pay. This company never did any business/service for me. The appt was cancelled, and the service person was late showing up anyway.Desired Settlement: I would like for this company to stop trying to bill me for services that were not rendered and stop contacting me. Most of all I would like them to stop sending letters threatening to add additional fees ($25 a month and 5% interest) until I pay them. This is completely ridiculous and is harassment. They just need to find an honest way to earn money and not harass honest hard working people out money that is not owed to them.

Business

Response:

Please see the following copy of email correspondence with Mrs. [redacted] on 03/15/2016 @ 11:19 am. Mrs. [redacted] was advised of our service fee prior to dispatch of our technician. We are a very honest, respected and reputable company in our industry. We have no reason to merely "harass" Mrs. [redacted] for 95.00. The expense that my company has already incurred in handling her request in well over 95.00. Thank you,[redacted] Our records indicate the following: The work order was opened 01/09/2015 , per your request for an inspection and pumping. It is also noted that you were unaware (until informed) of the Virginia Department of Health regulatory requirements regarding inspection and maintenance of your alternative septic system. It was explained to you VDH’s requirement of at least an annual inspection of all alternative systems, which must also be reported electronically (for review) by a licensed contractor. You requested inspection after the 21st of January, due to payday timing. When the technician arrived at your home (January 22nd)you stated you had cancelled the service call. Drainfield Solutions did not receive a voice mail cancelling the service, nor was a call received thru our quality assurance voice service. We have 2 lines coming into our office. The 22nd was on a Friday, exactly what time did you call? We have a fully staffed office, M-F 7:30 am – 4:30 pm. Perhaps you inadvertently called/notified another company. DS has a 95.00 service call fee, which is the cost of coming out to the site prior to any diagnosis/service. We received a call on 03/09/2015 regarding your invoice and your intent of non-payment. Sending payment reminders/demand notices is not harassment and I will be happy to address this issue with the Revdex.com. If you wish to discuss this further, please feel free to contact our office.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

[redacted] Your company has not incurred any expense on my behalf. Your service tech. was late....., I left a voice mail canceling appointment. You company did not perform any service for me. If you would like to take this to court do so. I cannot believe you are trying to get me to pay $95 for a service that was not performed. ....

Business

Response:

[redacted] called from the business and said that their system has no record of the customer canceling the service. The fee is a trip fee and the tech went to the home of the customer after working with her on the date to have them out.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,