DrainTech Northwest LLC

Complaint: [redacted] I am rejecting this response because: I reject this response because it is dishonest At this point, we see more insulted by the fact that the office manager is saying things again that are untrue We had another compact come out and they found and fixed the issue within twenty minutes All that was wrong is that the wire nuts were not silicone filled A company who had been doing this business for twelve years should certainly have seen that the electric tape around the wire nuts was loose and should not have even been there to begin withThe timer we purchased and replaced did no damage to the system and was actually returned because the original timer worked fine However, the pump never worked in auto mode and my husband never said that The woman in the office did shout at me and accused me of shoouting at her I told her at that time over the phone how dissatisfied we were with the service we received I guess I should've emailed so I could prove that I had complained to her about her service since she is clearly trying to act dismayedIt's not even about the money, if this woman weren't si incredibly disrespectful it would be much easier to handle m We called a company, not a friend, to fix the issue We had to pay them as well, but their cost was a third of yours and actually rectified the problem I am appalled at how much the story was bent in the rebuttal from the business The technician even told us at our door before he left that he was uneasy about the system because it hadn't worked in automaticWhich it couldn't possibly have since he even told us it would need much more water to turn on automaticallyThe office manager got angry with me as I explained that too her and that's when she asked for my husband to callI have never felt so utterly disrespectedIt's unfortunate that we couldn't resolve this between ourselves and the company Had they made efforts to actually come out and rectify the issue and been polite about it there would be no issues The fact of the matter is that what the office manager is saying is inn complete contradiction with what the technician told us Sincerely, [redacted]

We regret that our communicationswith this customer seems to have broken down. We apologize for any inconvenience the customer has experienced and thatthe customer was still having septic issues after our initial visit. However if you examine the service ticketfrom the technician is it clearly stated that the system was working in automaticmode when he completed the job that day. Had it not been working he would have continued to investigate forfurther problems. And as a service note: The technician did not need time to run waterin order to test that the system was working in the automatic mode The only statement that was made by thetechnician at the end of the job was that he would feel more comfortableknowing exactly what he had done to get the system working again. After he adjusted the wires and it startedworking there was nothing left for him to continue troubleshooting. Also if you examine the service ticket therewas much more work done during his service call than simply adjusting andmoving wires. As for the statement that they gaveus every opportunity to come back out to work on the problem: that is incorrect. When the technician that worked on thesystem returned *** *’s phone call he was informed then, that they had alreadyscheduled another company for a visit the very next day. It was stated incorrectly that they had afriend coming to look at it in our previous response; we recall now that thecustomer stated something differently and there was no attempt to mislead withour previous response. We can assure thecustomer that had we been given an opportunity to, we would have returned andstated this fact to them. Unfortunatelyit was the customer who gave us no opportunity to return and continue workingon their system. As for trying to helpthem over the phone….the technician did suggest a couple of things it might bebut we cannot accurately troubleshoot septic problems over the phone nor woulda majority of septic companies. However,their phone call was returned showing that we took their concerns as seriouslyas we could and that we were available and trying to work with them on thisissue. As for the office communication withthe office manager there are other witnesses in the office that can and have confirmedthere was no shouting. Nor has DrainTechNorthwest ever accused the customer of shouting either over the phone or in ourresponse. Initially the office managerwas only confused over the request for the technician to call her husband andnot over the complaint. Once it was understoodshe was calling because her husband was at work and could not call; thecustomer was asked how she could be helped and it was stated that she wantedall her money refunded. It is the job ofthe office manager to gather information and relay what information she mighthave in the customer’s service ticket. Theinformation that was signed for is in the records and that has not changedsince the work took place. There issimply no reason for DrainTech Northwest to bend the story as we have beenaccused because we have tried working with the customer every step of theway. It is the policy of the OfficeManager and CSR’s to not engage in arguing or shouting and to end the call ifthe customer were to become abusive. That is not the case in this situation. DrainTech Northwest would be morethan happy to refund every single cent had another company found that somethingwe had checked had turned out to be the problem but that is not what hashappened here. Since it is now known tous that it was something we didn’t check we do not believe they deserve a fullrefund of their money. Had thetechnician been given the opportunity to return then we are confident we toowould have found the problem. We are inagreement that had we continued to look for more problems and checked the J-Boxwe might well have found that it was a problem as well. But again to work on a system that startedfunctioning would not be something that would make sense.It is our position that inrefunding the customer for the additional time spent over the one hour servicecall would be sufficient enough of compensation for their time since it waswell stated and not disputed that we have a one hour service call minimum andtravel charge. We believe we haveresponded and tried to negotiate an acceptable offer of refund and have only beenmet with resistance and no counter offer from the customer. Therefore it would seem that the customer hasrejected our offer we can only request that the Revdex.com considerthis case close as the customer has rejected our offer. We are grateful for the opportunityto work through Revdex.com to try and redeem our relationship withthis customer and regret that we were not able to do that in this matter or meetour personal level of 100% satisfaction for every customer. We apologize for any miscommunication at thetime of the repair or during our phone conversation(s). We are indeed happy to hear the customerwas able to return their used electrical device for a refund. If the customer would still like to have therefund initially offered we will stand by that offer. I have attached the job invoice fromthe service technician (omitting any identifying information) from the workthat was performed for this customer. Itwas signed and acknowledged that the service technician had performed thesetasks. Please note that it is plainly writtenon the job ticket that the system was working on “auto” after moving the wiresoff of the floats. Supporting both whatthe technician and the office manager have both stated.We thank you for your time andattention.Sincerely,DrainTech Northwest, LLC

In response to Revdex.com complaint #...We regret that we never received any notification until lastweek of this complaint.  We have checkedall company emails and there were no emails concerning this complaint previousto this which we were notified of via phone.Our effort is to strive for 100%...

customer satisfaction for everycustomer.  We regret to hear that we havenot met our customer’s expectations in this goal.  Initially we were contacted by Mr. **  I explained our service approach:  We charge by the hour not the job and Ispecifically stated how much we charge. I am the Office Manager and spoke with him on the initial call and onthe subsequent call from Mrs. *.  Our technician was dispatched to the homeowner on the datein question and proceeded to troubleshoot an alarm issue with their septicsystem.  At first the pump was notrunning in the “automatic mode” but after adjusting the floats and reattachingsome wires the pump was tested and was operating in “automatic mode” as itshould.  During the service call thetechnician also (cleaned and instructed the customer on how to clean) theirplugged outlet filter, reset the timer to the correct settings, checked thatthe drain field ports were dry, performed a drawdown on the pump to check thepump and the drain field, checked the tank measurements to see if it was duefor pumping and answered some basic septic questions [redacted] had.  After straightening the wires and adjustingthe floats the pump began working in “auto” mode and so the technician hypothesizedthat since the wires had fallen down and were loose his work was all that wasneeded.  Since there was nothing else hecould do at that point he concluded his work visit and presented the bill whichthe customer acknowledged and paid for and the service was complete.  Our customer receipt that was provided to thecustomer states exactly these things were performed and that they signed andagreed to their satisfaction.  The claimthat all the technician did was “re-organize some wires with zip ties” is notcorrect.To continue working on a system that was now working wouldnot be a sound business practice and since it was working, there was nothingleft to troubleshoot.  Had the system notbeen working he would have remained to continue working or would haverecommended additional work on his work receipt.  He did however; verbally tell the customer hedidn’t feel comfortable not knowing exactly why it started working other thanit may have just been the loose wires laying down on the floats preventingproper operation or may be an intermittent issue.  He instructed them to call if they hadfurther issues with the septic system.       At some point; I believe it was the next week [redacted] contactedthe office and asked to have the technician that had performed the work call herhusband.  I wanted to make sure that Ihad heard her correctly and so I inquired as to whether her husband was presentand she stated that he was not there he was at work. In finding out theappropriate time to have the technician call her it was necessary to ask whenthe husband would be there due to the technician not being able to return the callat that time.  It was explained that Iwould have the technician call that evening but in an effort to help I lookedher information up to see how I might be able to explain what was done.  As I read through the report [redacted] appearedto become agitated telling me it was not fixed. I told [redacted] that I could not talk to her if she was going to be angryand that I would have the technician call at the end of his service day as shehad initially requested and our call was ended. There was never any yelling either by myself or by [redacted].  To say otherwise is incorrect as I have neveryelled or otherwise raised my voice with a customer.  I believe I provided excellent customer serviceas I listened, responded, tried to explain what was done by the servicetechnician that day, as well as did pass along her message that the technicianwas to call [redacted] at the end of the day. The technician did return the phone call the very same dayas was promised he would.  He spoke with Mr.* who also started the conversation with the remark that the pump was notworking in “auto mode” when the technician left and after the technicianreminded him of the events he agreed that yes it was working in “auto” mode andthey discussed that at some point after our technician left it quit working in“auto” again so (without first contacting us again) he contacted themanufacturer of the timer (even though the technician had tested the operation duringhis service call and found it to be working properly) and they recommended that it was the timer; so he bought andreplaced the timer and it still was not working.  The technician told him that he thought itmight be the float but after it started working he didn’t want to keep workingon something that seemed to be working. Our technician was tightly booked for the next day but could come backthe day after; but of course would have to charge him to continue to working onit at continuous time to be fair.  Itwould be no different than had he continued to work on it during his firstvisit.  Unfortunately, there really is only so much that can be doneover the phone for troubleshooting pump and septic issues.   [redacted] said he had a friend that worked foranother company he would just call him. The technician asked if he would let him know what it turned out to beor if he still needed him to come out he would schedule to come back out andcontinue working on it without the first hour minimum that accompanies allservice calls.  They ended theconversation on a good note.   At no timedid [redacted] ever request a refund or state that he was less than happy with thework that had been provided by the technician. In conclusion:  weregret that at some point after we left the system quit operating in “auto”mode (hence the possible intermittent issues). We would much more prefer that the work we did was what was needed tofix the problem permanently.  When itstarted to work it also made trying to rule out other problems unnecessary andwould only be over charging at that point. As for the refund; we did perform work while we were there i.e.…straightenedup the wires, adjusted the floats, cleaned the filter, reset timer, and checkedthe drain field ports all of which was acknowledged we performed on our jobticket that was signed for by [redacted].  Tosay otherwise now is not a truthful complaint. The very fact the customer has said the technician told them to call ifthey had more problems indicates our willingness to address any issues orconcerns.They were provided excellent customer service.  The office personnel did attempt tounderstand and explain what had been done and what was written about theirservice call and promptly relayed the message for the service technician toreturn the call to [redacted] of which he promptly did the very same day.  We were not involved with recommending thetimer or the installation so we do not have any obligation in a responsibilitywith that complaint.  With all confidencewe can assure them that the work we did was at the least; beneficial towhatever they needed and also ultimately beneficial, in whatever the finaldiagnosis might have been.  Even if wehad only cleaned the filter (and we provided much more work than that) we savedthem a potential back up and the service call which would have cost them thesame amount.  Unfortunately, we do not believe that a full and completerefund is a fair request nor a necessary response on our part to address theirissue.   We believe we did provide excellent serviceboth in the field and in the office and we did try to address their concernswhen they voiced them.  Unfortunatelythey did not contact us back after their last call to communicate that theywere still dissatisfied or that another company had even solved whatever issuethey were experiencing.  Instead they fileda complaint thereby eliminating any further work or opportunity to address theircontinuing septic issues.  Our reputationhas been flawless for over 12 years.  Wehave not been given any information on what another company may have found, orwhat the final resolution of the issue was. By installing a timer after we were out we do not know if they causedmore problems to their system that were not even present when we werethere.  However, in a good faith effortto at least show them that we respect their displeasure we would reimburse themthe additional half hour of time we were out that day.  That would reduce what we did to the minimumcharge of one hour and would have been the minimum they would pay regardless ofwhat we found.  It is our response thatwe maintained a high level of customer service and that the customer hadexpectations that could not be met due to problems that weren’t fully evidentduring the service call.  Hopefully Mr. &[redacted] will find the adjustment a fair and just compensation for their time andeffort.    [redacted] was charged a reasonable 1 ½ hours of work and a reducedtrip charge for the extra travel in getting to his residence plus sales tax asrequired.  We propose to refund the extrahalf hour of our service call plus the sales tax for the half hour for a totalof $ 92.44 back to the[redacted] via a check.  I have also attached a copy of the service ticket that the customer signed and acknowledged.

Complaint: [redacted]I am rejecting this response because:
I reject this response because it is dishonest.  At this point,  we see more insulted by the fact that the office manager is saying things again that are untrue.  We had another compact come out and they found and fixed the issue within twenty minutes.  All that was wrong is that the wire nuts were not silicone filled.  A company who had been doing this business for twelve years should certainly have seen that the electric tape around the wire nuts was loose and should not have even been there to begin with. The timer we purchased and replaced did no damage to the system and was actually returned because the original timer worked fine.  However,  the pump never worked in auto mode and my husband never said that.  The woman in the office did shout at me and accused me of shoouting at her.  I told her at that time over the phone how dissatisfied we were with the service we received.  I guess I should've emailed so I could prove that I had complained to her about her service since she is clearly trying to act dismayed. It's not even about the money,  if this woman weren't si incredibly disrespectful it would be much easier to handle m We called a company,  not a friend,  to fix the issue.  We had to pay them as well,  but their cost was a third of yours and actually rectified the problem.  
I am appalled at how much the story was bent in the rebuttal from the business.  The technician even told us at our door before he left that he was uneasy about the system because it hadn't worked in automatic. Which it couldn't possibly have since he even told us it would need much more water to turn on automatically. The office manager got angry with me as I explained that too her and that's when she asked for my husband to call. I have never felt so utterly disrespected. It's unfortunate that we couldn't resolve this between ourselves and the company.  Had they made efforts to actually come out and rectify the issue and been polite about it there would be no issues.  The fact of the matter is that what the office manager is saying is inn complete contradiction with what the technician told us.  Sincerely,[redacted]