F. R. Mahony & Associates, Inc.

After reviewing the customer's rebuttal we have no further responseWe feel that our initial response adequately describes our position and stand by our decision to not apply any further discount for the services rendered

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below. I still stand by my original complaintFor a company that is supposed to be professional, they certainly don't act itI'm disappointed that they didn't take the opportunity to make amends and to learn from their mistakesThey didn't want to even meet us, the client, half wayIt wasn't like we were asking for a full refund, only what we were due
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below. If there are shut off valves to the pump from the house and from the street then the system is closedThe pump technician should know what to expect with different types of pump failuresIt would make sense that the pump would be backed up even with the valves closed because it wasn't able to pump out to the streetThe technician should have been prepared for it to leak once the valve was opened since it was under pressureWhen we had our oil burner serviced recently, the technician was prepared for oil to leak out of certain areas and he had small containers to collect it so that it wouldn't leak all over the floorIf this technician had been prepared he would have had something similar to keep the mess containedWhen he saw the leak he panicked and made me call a plumber, which in the end, wasn't neededI also called the town to make sure about the town's sewer system wasn't going to leak into the houseI think any professional sewer pump company should already know what to expect and not have to involve the homeownerEvery company should know what happens when there is a system failure and how to trouble-shoot itWe pay a professional to service our appliances because we don't have the experienceWhen they make a mistake, we should not have to pay for their mistakeHe cost us an additional hour and a half of service time to call a plumber and check with the town and it wasn't necessaryFurthermore, the technician used the homeowner's wet/dry vac to clean up the mess he madeIf he had one on the truck, why didn't he use his? The mess should not have been made because he should have been prepared about what could happen and he clearly wasn'tHe didn't act like a professional and he left the house a mess for the homeowner to clean upThat is not what a professional doesWhat if the oil burner technician did that? Shouldn't he have to be responsible for allowing oil to leak all over the floor? I don't think this is any different
Regards,
*** ***

The pump in question is part of a low pressure sewer system. Low pressure sewers are used where gravity flow of sewage is not possibility. The system uses a network of grinder pumps to transport waste water through small diameter pipes to a collection and treatment system . Low pressure sewer...

systems can be as small as a single pump or be as large as thousands of stations pumping into miles of common piping. There are tow types of pump stations, indoor and outdoor. The system in question is an indoor unit consisting of a tank, grinder pump, inlet valve, outlet valve, and a control system. When servicing the pump the technician attempts to isolate the system by closing the inlet and outlet valves. With the valves closed there should be a no flow into the tank or the cellar. In this case there was enough leakage with the valves closed to justify concern on the part of the technician as there is potential for hundreds perhaps thousands of gallons of sewage entering the basement from other users connected to the system. There is no way of knowing just how much sewage the system is holding. As such the technician requested a plumber out of concern that the basement could have flooded. The plumber determined that the problem was not the discharge valve to the street and that the sewage flow was due to a backup in the house. Again, there is no way to know how much volume was being held in the house plumbing system. As the homeowner noted it was the plumber that suggested hiring a septic pumping company, not our technician. The homeowners comments that the pump was under pressure, blocked, and air locked are contradictory and sepculative. As to the qualifications of our service technicians, they all receive extensive in house training at our facility as well as training at the pump manufactures facility. The training consist of product diagnostics and repair as well as spotting potential problems that may lead to sewage discharge from attempting plumbing repairs. Our employee policy manual outlines possible disciplinary action for failure to comply with this directive. Finally, after careful consideration we feel that we provide a professional service at a reasonable cost and that we should be compensated accordingly. As such, we will not consider any further reduction of the final invoice.