Initial Business Response /* (1000, 8, 2016/10/12) */
In response to *** complaintI *** is the person that spoke to *** regarding the cracked cover*** the owner is the person that pumped the Septic, we do not usually take the covers off for this reason that we are
dealing with nowThe screws often stripe as they are backed offThe cover had a hole in the center of it, on the inside of the cover you can see where the shovel cut through the rib that supports itWe did not dig the soil to expose the
coverWhen I spoke to *** I explained that to himWe did go to his property when he call and asked how could he get the screws offI told him we had a tool that could get it off, and we would stop in and do it for him, This was not our job to doWe went over to his property got the screws out and put new screws inThis was done only as a good gesture to help a customer, and not because it was out responsibility, because it was not our responsibilityAt that time *** examined the cover as was requested by *** to see if the cover should be replaced
When *** called back the next day I told him we were in and what had been done, *** asked if the cover should be replaced, I told him that would have to be a decision he would have to makeHe asked if *** would replace it if it were his cover, and I said likely notHe said he had *** and if we would sign a letter stating that we would be
responsible if *** fell through, I said of course we would not sign a letter like that, that we had nothing to do with the cover being broken*** I tried to explain, even when we or anyone that is hired to dig the covers up we are not responsible, if the covers get damaged *** My response was we built our business from word of mouth, and this is the first time in 8-years that we've had a complaint and it's over something we did not doWhat *** does not understand is we have pictures of the cover front and back view, it is clear in the picture that the damage was done when it was dug up, and we did not dig it upWe have always taken good care of our customers, we go above a beyond to help customers as we did with ***, by returning to his property to remove screws that were stripped when he tried to remove the screws after we were there because he wanted the put a riser onWe returned only to help a customer not because it was our responsibilityHe damaged the cover when he dug it up and now wants our company to pay for it*** is being unreasonable.*** ***
Thank you for your time in this matter
Affordable Septic Services inc***
*** and ***
Initial Consumer Rebuttal /* (3000, 10, 2016/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The above individual *** is whom I spoke with on the phone when I had called to explain the case in question*** There is mention in the response about "we do not usually take the covers off" which was never relayed to me at the time of booking*** Also above " The screws often stripe as they are backed off", if this is the case why were they not replaced after removal, but rather re-inserted into the lid where a phone call was then required to have the company arrive on site with "the tool" to remove themA decision about replacement of the cover is absolutely the homeowners decision, but for many things like this a homeowner must inquiry about information to help make that decision from a company dealing with these matters daily*** stated above "we have pictures of the cover front and back view, it is clear in the picture that the damage was done when it was dug up, and we did not dig it up", again very subjective in nature.***
I explained to *** on the phone that I had not yet attempted to apply any risers or lids but simply examined the exposed lids prior to my children playing in the back yard to ensure their safetyIt was then that I noticed a cracked lid and striped screws***
I certainly didn't expect to receive a different response through ***, nor any resolution from the company based on the demeanor and attitude of *** over the phone when we last spoke, therefore I have since ordered a *** lid from another service provider where I (the homeowner)removed and installed the screws (unstripped)/lid myself with ease.*** (***) *** *** ***
Initial Business Response /* (1000, 8, 2016/10/12) */
In response to *** complaintI *** is the person that spoke to *** regarding the cracked cover*** the owner is the person that pumped the Septic, we do not usually take the covers off for this reason that we are
dealing with nowThe screws often stripe as they are backed offThe cover had a hole in the center of it, on the inside of the cover you can see where the shovel cut through the rib that supports itWe did not dig the soil to expose the
coverWhen I spoke to *** I explained that to himWe did go to his property when he call and asked how could he get the screws offI told him we had a tool that could get it off, and we would stop in and do it for him, This was not our job to doWe went over to his property got the screws out and put new screws inThis was done only as a good gesture to help a customer, and not because it was out responsibility, because it was not our responsibilityAt that time *** examined the cover as was requested by *** to see if the cover should be replaced
When *** called back the next day I told him we were in and what had been done, *** asked if the cover should be replaced, I told him that would have to be a decision he would have to makeHe asked if *** would replace it if it were his cover, and I said likely notHe said he had *** and if we would sign a letter stating that we would be
responsible if *** fell through, I said of course we would not sign a letter like that, that we had nothing to do with the cover being broken*** I tried to explain, even when we or anyone that is hired to dig the covers up we are not responsible, if the covers get damaged *** My response was we built our business from word of mouth, and this is the first time in 8-years that we've had a complaint and it's over something we did not doWhat *** does not understand is we have pictures of the cover front and back view, it is clear in the picture that the damage was done when it was dug up, and we did not dig it upWe have always taken good care of our customers, we go above a beyond to help customers as we did with ***, by returning to his property to remove screws that were stripped when he tried to remove the screws after we were there because he wanted the put a riser onWe returned only to help a customer not because it was our responsibilityHe damaged the cover when he dug it up and now wants our company to pay for it*** is being unreasonable.*** ***
Thank you for your time in this matter
Affordable Septic Services inc***
*** and ***
Initial Consumer Rebuttal /* (3000, 10, 2016/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The above individual *** is whom I spoke with on the phone when I had called to explain the case in question*** There is mention in the response about "we do not usually take the covers off" which was never relayed to me at the time of booking*** Also above " The screws often stripe as they are backed off", if this is the case why were they not replaced after removal, but rather re-inserted into the lid where a phone call was then required to have the company arrive on site with "the tool" to remove themA decision about replacement of the cover is absolutely the homeowners decision, but for many things like this a homeowner must inquiry about information to help make that decision from a company dealing with these matters daily*** stated above "we have pictures of the cover front and back view, it is clear in the picture that the damage was done when it was dug up, and we did not dig it up", again very subjective in nature.***
I explained to *** on the phone that I had not yet attempted to apply any risers or lids but simply examined the exposed lids prior to my children playing in the back yard to ensure their safetyIt was then that I noticed a cracked lid and striped screws***
I certainly didn't expect to receive a different response through ***, nor any resolution from the company based on the demeanor and attitude of *** over the phone when we last spoke, therefore I have since ordered a *** lid from another service provider where I (the homeowner)removed and installed the screws (unstripped)/lid myself with ease.*** (***) *** *** ***