Ingram & Greene Sanitation

I am writing this letter in response to a
customer complaintThe customer stated that we charged $to locate his septic tankThis is a statement; I have attached our invoice showing a breakdown of the charges for your reviewIn addition to locating the septic tank, we also uncovered the lids by shovelThis 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 droughtThe 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 locatedHowever, the homeowner insisted it was feet from where we wanted to startAfter several attempts, we remained unable to locate the tank where the customer suggestedThe customer was insistent about the tank’s locationIn order to save our customer’s time and to bypass the rocky and dry conditions, we offered to use an electronic locatorIt was explained to the customer that this system would locate tank within an hourHe was also made aware that this would cost an additional $The homeowner approved the charges at the timeOnce uncovered, an inspection fee of $was charged for inspecting the septic system, filling out the inspection report, and providing said report to the realtor who had requested the inspectionI have also attached this report for your reviewIn complaint the customer has also stated we had quoted him $to replace his tankThis is also not correctThe estimate, which is attached, was provided to the realtor and to the customer is in the amount of $He states that another company charged him $5,I would be interested to know the exact amount the customer paid to the other company, as our rates are very fairAfter he was provided with the quote, the customer talked to his neighbor who had previously had lids replaced due to minor deteriorationThe customer believed that his tank could be repaired in a similar mannerHowever, this was simply not the caseThe lids and the entire upper 12" of the secondary compartment of the customer’s tank were deteriorated beyond repairIt 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 businessThe customer was present for the duration of the inspection and witnessed the severity of the condition of his septic tankAll 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 citizenThe week before we worked with him, our company provided the Senior Citizen Care Center located at *** *** Mall, Atascadero, Cawith over $in repair work at no cost to themAttached you will find the invoice showing donation and a letter of appreciation from the Care Center. Our company has been in business for over years, and in that time we have cultivated a reputation of honesty and integritySincerely,
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