Rio Grande Septic

This is in response to Mr [redacted] ’s complaint: Rio Grande Septic System installed a new septic system at [redacted] *** While installing the system we did hit granite rock The customer was fully aware of this due to the contract he signed before we began our work We spent days on this job which equals about hours of work This job normally takes one to two days We charged the customer hours of rock breaking He only wants to pay for hours of rock breaking We tried several times to explain to Mr [redacted] that rock breaking isn’t just the time the rock hammer is running, it also includes our excavator breaking and removing the rock from the holeWhile breaking rock at this property it broke our bucket on our excavator also there is extreme wear and tear on our machine that Mr [redacted] is not taking into accountAlso there is time that we spent picking up and returning the rental equipment Mr [redacted] only wants to pay hours which barley covers the rental cost of the rock breaking hammer He is not counting our time on our machine as part of rock breaking plus the extra labor that is entailed in rock breaking Out of the hours which was mostly spent on breaking rock we only charged Mr [redacted] hours which is less than half of the complete hours we were there to install his new septic systemThank you, Shawn B [redacted] Rio Grande Septic SystemsP.OBox 45983Rio Rancho, NM 87174###-###-#### Office###-###-#### Fax

Complaint: [redacted] I am rejecting this response because: The car sized sink hole is far from the tank so those areas were not done correctlyNo one from the company attempted to look at the job to determine in person if it was their bad workmanship or notThis company took the money from the seller and did a terrible job and refused to repair or look at their poor work or the safety concerns.This is a huge safety concern and pictures have been taken and we will now persue legal action Regards, [redacted] ***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

This is a response to the complaint filed by [redacted] at [redacted] ***: Rio Grande Septic Systems contracted this job with the seller of this property before Mr [redacted] closed on the propertyThe contract we had with the seller did not include removal of any debrisWe have had to make a company policy to not remove anything from a property that was there when we arrivedWe have had many complaints of our crew throwing things away that the homeowners wanted to keep or recycle or use as fire woodIn our contract and with the homeowner at the time we discuss this before the work is performedIf the homeowner would like anything removed they must instruct the crew before the job and there is a small fee for dumping trashThe seller did not instruct our crew to remove any of the debris from the trees or landscaping or replace the fence that had to be taken down to access the siteWe tried to explain to the new homeowner that he would have to work that out with the sellerOn Friday Mr [redacted] called our office and complained about the settling of the dirt over the tank, I tried to explain that this is a process and more dirt is needed over the site as instructed in our contractI asked if he had a copy and was trying to figure out if he was a buyer and possibly did not have a copy with the instructionsMr [redacted] became very angry and began yelling at meWhen I told him I was trying to understand, he called me a [redacted] and hung up on meI do have a recording of the phone callRio Grande Septic Systems stands behind all of the work we do and as far as I know the septic system is functioning as designedThe contract was not with Me [redacted] and we apologize for any miscommunication but we did fulfill everything included in the contract with the sellerAt no time did any of our staff hang up on Mr***, he hung up on us when he became angryWe regret any inconvenience this has caused and would have tried to work something out with him if we had known he did not have a copy of the contract or was not properly informed by the seller what to expect from the jobI have attached a copy of the contract with the seller to reviewPlease feel free to call our office to discuss this further or for any other questions.Thank You,Jennifer B [redacted] , President

Complaint: [redacted] I am rejecting this response because: I have asked several times for details of the hours of rock-breakingThe first invoice I received had no listing of specific times, only the hour totalOn my request Rio Grande Septic provided the following: 9/- hours; 9/- hours; 9/- hours; total hours As I have detailed in several letters, these times cannot be correctOn all three days, the Rio Grande Septic crew was not at my home for more than hours arriving around 10:00am and leaving before 4:pm, even with some allowance for travel, this cannot be counted as hours On 9/9, the rock was removed from the hole by noonA good portion of the time in the afternoon was spent preparing the hole for the new tankThis was clearly part of the installation and should not be billed as rock breaking On 9/the tank was installed and plumbed into the existing piping from our home; this took the majority of the dayOnce again, this is part of any installationIt is not possible that six hours out of the six hours the Rio Grande Septic crew was at our location were devoted to rock breaking, since quite clearly the bulk of the time was spent fulfilling the original contractual arrangement Moreover, under the terms of the contract, I am not responsible for wear and tear on your equipmentThere is wear and tear every time your equipment is usedRepair costs for wear and tear are built into your standard fees, so that they are shared by all of your customersWear and tear is a cost of doing business, not recoverable from me, or any other specific customer I reiterate that I am willing to pay appropriate charges However, I am not willing to double pay rock breaking charges for hours that were involved in fulfilling our original contract You have not responded to my request for details of the hours of rock breaking beyond the times listed aboveI continue to look forward to a detailed account of the times involved in rock breaking / [redacted] Style Definitions */ Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Complaint: ***
I am rejecting this response because:
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

This email is in response to the complaint from *** ***We did place a lien on his property at *** *** *** for non-payment of Invoice ***The Invoice #*** dated
September 14, was paid by Mr*** on March 8, I was working in Gallup by that time and was not in the office except on the weekendsAfter having several technical difficulties with the Lien release forms and having to copy and paste one together to satisfy all of the information that the release needed I finally filed the release on July 28, I did apologize to Mr*** that the release of Lien was taking so longBernalillo County told Mr*** that the lien was only released against the property and not his nameI included their names and property address as well as the document number on the release and a mechanics lien should only apply to the property addressI am hoping Bernalillo County fixes this issue but I do not understand why this happenedIf there is anything else I can do to straighten this out I am more than willing to do itIf you have any further questions please feel free to call me any time.Thank You,Jennifer B***Rio Grande Septic Systems*** *** ***
*** *** ** ***###-###-#### Office###-###-#### Fax

Attached please find:1) paid in full invoice2) email cover sheet with statement that "we will release the lien"

Jennifer B*** of Rio Grande Septic Systems did email me a copy of the lien releaseWith this information I was able to get the Bernalillo County Clerk to add the release under my name in the public records systemThe problem was that the name information was at the bottom of the form (after the notary stamp) and was missed during the initial entry of the lien release.All of my issues have been resolved
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because: The car sized sink hole is far from the tank so those areas were not done correctly. No one from the company attempted to look at the job to determine in person if it was their bad workmanship or not. This company took the money from the seller and did a terrible job and refused to repair or look at their poor work or the safety concerns.This is a huge safety concern  and pictures have been taken and we will  now persue legal action. 
Regards,
[redacted][To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

This is a response to the complaint filed by [redacted] at [redacted]: Rio Grande Septic Systems contracted this job with the seller of this property before Mr. [redacted] closed on the property. The contract we had with the seller did not include removal of any debris. We have had to...

make a company policy to not remove anything from a property that was there when we arrived. We have had many complaints of our crew throwing things away that the homeowners wanted to keep or recycle or use as fire wood. In our contract and with the homeowner at the time we discuss this before the work is performed. If the homeowner would like anything removed they must instruct the crew before the job and there is a small fee for dumping trash. The seller did not instruct our crew to remove any of the debris from the trees or landscaping or replace the fence that had to be taken down to access the site. We tried to explain to the new homeowner that he would have to work that out with the seller. On Friday Mr. [redacted] called our office and complained about the settling of the dirt over the tank, I tried to explain that this is a normal process and more dirt is needed over the site as instructed in our contract. I asked if he had a copy and was trying to figure out if he was a buyer and possibly did not have a copy with the instructions. Mr. [redacted] became very angry and began yelling at me. When I told him I was trying to understand, he called me a [redacted] and hung up on me. I do have a recording of the phone call. Rio Grande Septic Systems stands behind all of the work we do and as far as I know the septic system is functioning as designed. The contract was not with Me. [redacted] and we apologize for any miscommunication but we did fulfill everything included in the contract with the seller. At no time did any of our staff hang up on Mr. [redacted], he hung up on us when he became angry. We regret any inconvenience this has caused and would have tried to work something out with him if we had known he did not have a copy of the contract or was not properly informed by the seller what to expect from the job. I have attached a copy of the contract with the seller to review. Please feel free to call our office to discuss this further or for any other questions.Thank You,Jennifer B[redacted], President

This is in response to Mr. [redacted]’s complaint: Rio Grande Septic System installed a new septic system at [redacted].  While installing the system we did hit granite rock.  The customer was fully aware of this due to the contract he signed before we began our work.  We...

spent 6 days on this job which equals about 48 hours of work.  This job normally takes one to two days.  We charged the customer 22 hours of rock breaking.  He only wants to pay for 13 hours of rock breaking.  We tried several times to explain to Mr. [redacted] that rock breaking isn’t just the time the rock hammer is running, it also includes our excavator breaking and removing the rock from the hole. While breaking rock at this property it broke our bucket on our excavator also there is extreme wear and tear on our machine that Mr. [redacted] is not taking  into account. Also there is time that we spent picking up and returning the rental equipment.  Mr. [redacted] only wants to pay 13 hours which barley covers the rental cost of the rock breaking hammer.  He is not counting our time on our machine as part of rock breaking plus the extra labor that is entailed in rock breaking.  Out of the 48 hours which was mostly spent on breaking rock we only charged Mr. [redacted] 22 hours which is less than half of the complete hours we were there to install his new septic system. Thank you, Shawn B[redacted]Rio Grande Septic SystemsP.O. Box 45983Rio Rancho, NM 87174###-###-#### Office###-###-#### Fax

We would be happy to help this customer and if there is some issue with our workmanship we would fix it, however, this work was completed in March 2016, over a year ago. Our warranty on the septic installation expired in March of 2017.If the customer would explain what had happened and send over the pictures we can review them and then send a technician out at our normal service call price of $75.00. The photos can be emailed to: [redacted]. Our work only covers the septic tank and piping replaced by our crew, (we did not replace the drain field) our contract states what is excluded such as landscaping, bubblers, sprinklers etc. We would like to remind the customer that our company does not tolerate our employees or any staff to be treated or talked to inappropriately. If this happens again we will not continue to work with them. The customer can call at any time and speak to me so we can schedule a time to come out once we have reviewed the photos. Thank You,Jennifer B[redacted]-President

Complaint: [redacted]
I am rejecting this response because:
I have asked several times for details of the hours of
rock-breakingThe first invoice I received had no listing of specific times, only the
hour totalOn my request Rio Grande Septic provided the following:
9/-
hours; 9/- hours; 9/- hours; total hours
As I have detailed in several letters, these times cannot be
correctOn all three days, the Rio Grande Septic crew was not at my home for more than hours
arriving around 10:00am and leaving before 4:pm, even with some allowance
for travel, this cannot be counted as hours
On 9/9, the rock was removed from the hole by noonA good portion of the time in
the afternoon was spent preparing the hole for the new tankThis was clearly
part of the installation and should not be billed as rock breaking
On 9/the tank was installed and plumbed into the existing
piping from our home; this took the majority of the dayOnce again, this is
part of any installationIt is not possible that six hours out of the six
hours the Rio Grande Septic crew was at our location were devoted to rock breaking, since quite
clearly the bulk of the time was spent fulfilling the original contractual
arrangement
Moreover, under the terms of the contract, I am not responsible
for wear and tear on your equipmentThere is wear and tear every time your
equipment is usedRepair costs for wear and tear are built into your standard
fees, so that they are shared by all of your customersWear and tear is a cost
of doing business, not recoverable from me, or any other specific customer
I reiterate that I am willing to pay appropriate charges
However, I am not willing to double pay rock breaking charges for hours that
were involved in fulfilling our original contract
You have not responded to my request for details of the
hours of rock breaking beyond the times listed aboveI continue to look
forward to a detailed account of the times involved in rock breaking
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]