Complaint: [redacted]
I am rejecting this response because:The owner did not explain to me that why for the past 7 months there is not a routine maintenance scheduled for our property. The owner informed me that as long as they come 3 times a year, they are in compliance with the county regulation. We do not have issues with our septic system in the past 7 months, but that does not mean that our system should not be inspected during the past 7 months. As a matter of fact, the contract says that within the first 4 months of signing the contract, they should come and do the initial inspection. Now it's been 7 months already, and nobody come. If I had not contacted the owner, the owner would still not come to property. So how come it is so difficult to schedule an inspection for the past 7 months, but as soon as we mentioned that we were sure whether we were still with the company because for the past 7 months we did not hear from the company at all, and then an inspection immediately scheduled? The owner's response is totally unacceptable. So If I did not contact the owner for another 5 months, then we will not have an inspection at all for another 5 months, though we have PAID the three times of inspection?Routine inspection of the septic system is what the inspections are for. The reason the owner gave me for not inspecting our system is not acceptable, thus we do not accept this answer.
Regards,
[redacted]
Good afternoon, I will respond in the order of the complaint and have attached copies of emails exchanged between the complainant and myself. We sent them a contract at their request and they agreed by email to accept our services. They contacted us not the other way around and we do file...
our contracts digitally with the County so as long as we are paid for the contract the County does not require a hand written signature to be on it. If a maintenance company sends in a contract the County accepts it as good. Since the owners were changing over from another maintenance company to our service they would have had a visit from their previous provider at the end of that contract and our visit would indeed come about 4 months later and four months after that so that the last of the three visits would again be at the end of the contract. They received an email dated 12/13/2016 at 12:15 pm letting them know that we have filed their contract with the County and how to contact us if needed. On 12/12/2016 at 1:08pm they received an email providing them with my cell phone number as an emergency contact if needed. As far as we were concerned and the County regulator was concerned they were under contract with us and had they called with an issue we would have been out there to get it resolved. As I tried to explain to [redacted] in our emails this morning they were not 7 months past due for a visit and it is perfectly normal for these scheduled visit to be early , late and on time. These types of systems have many electrical components and cannot be serviced in the rain which means that they get off schedule often. We also try to make sure that emergencies are taken care of before non-emergency visits and if it was their emergency I am sure they would wish it that way also. I informed [redacted] that our service technician would be in Indian Lakes all this week and he would be by to perform their scheduled service. Yesterday on 6/19/2017 [redacted] emailed me and asked to have the contract cancelled so I have cancelled it with the County and they are currently non-compliant which I let them know so they could sign with a provider asap without having the County issue a violation on them. This morning I received an email that was basically demanding a full refund even though they were under contract and had access to us for the past 6 months. I made an exception and agreed to refund the unused portion of their payment which came to $154.16 and have already issued a check for the amount via postal mail. We consider this matter closed and wish them well but will not be accepting a renewal contract from them in the future. [redacted], South Texas Aerobics [redacted] 979-412-1874 [email protected] www.southtexasaerobics.com
Complaint: [redacted]
I am rejecting this response because:The owner did not explain to me that why for the past 7 months there is not a routine maintenance scheduled for our property. The owner informed me that as long as they come 3 times a year, they are in compliance with the county regulation. We do not have issues with our septic system in the past 7 months, but that does not mean that our system should not be inspected during the past 7 months. As a matter of fact, the contract says that within the first 4 months of signing the contract, they should come and do the initial inspection. Now it's been 7 months already, and nobody come. If I had not contacted the owner, the owner would still not come to property. So how come it is so difficult to schedule an inspection for the past 7 months, but as soon as we mentioned that we were sure whether we were still with the company because for the past 7 months we did not hear from the company at all, and then an inspection immediately scheduled? The owner's response is totally unacceptable. So If I did not contact the owner for another 5 months, then we will not have an inspection at all for another 5 months, though we have PAID the three times of inspection?Routine inspection of the septic system is what the inspections are for. The reason the owner gave me for not inspecting our system is not acceptable, thus we do not accept this answer.
Regards,
[redacted]
Good afternoon, I will respond in the order of the complaint and have attached copies of emails exchanged between the complainant and myself. We sent them a contract at their request and they agreed by email to accept our services. They contacted us not the other way around and we do file...
our contracts digitally with the County so as long as we are paid for the contract the County does not require a hand written signature to be on it. If a maintenance company sends in a contract the County accepts it as good. Since the owners were changing over from another maintenance company to our service they would have had a visit from their previous provider at the end of that contract and our visit would indeed come about 4 months later and four months after that so that the last of the three visits would again be at the end of the contract. They received an email dated 12/13/2016 at 12:15 pm letting them know that we have filed their contract with the County and how to contact us if needed. On 12/12/2016 at 1:08pm they received an email providing them with my cell phone number as an emergency contact if needed. As far as we were concerned and the County regulator was concerned they were under contract with us and had they called with an issue we would have been out there to get it resolved. As I tried to explain to [redacted] in our emails this morning they were not 7 months past due for a visit and it is perfectly normal for these scheduled visit to be early , late and on time. These types of systems have many electrical components and cannot be serviced in the rain which means that they get off schedule often. We also try to make sure that emergencies are taken care of before non-emergency visits and if it was their emergency I am sure they would wish it that way also. I informed [redacted] that our service technician would be in Indian Lakes all this week and he would be by to perform their scheduled service. Yesterday on 6/19/2017 [redacted] emailed me and asked to have the contract cancelled so I have cancelled it with the County and they are currently non-compliant which I let them know so they could sign with a provider asap without having the County issue a violation on them. This morning I received an email that was basically demanding a full refund even though they were under contract and had access to us for the past 6 months. I made an exception and agreed to refund the unused portion of their payment which came to $154.16 and have already issued a check for the amount via postal mail. We consider this matter closed and wish them well but will not be accepting a renewal contract from them in the future. [redacted], South Texas Aerobics [redacted] 979-412-1874 [email protected] www.southtexasaerobics.com