Advanced Trenchless

"We deeply regret that this client has expressed his displeasure with our performance. We pride ourselves on our quality, integrity and customer satisfaction, as evident by our numerous A rating reviews on Angie’s List and other social media review platforms. We have tried everything within our power to rectify this situation and are fully confidant future customers will not have the same perception. We did contact the client to see if rescheduling the project was acceptable as East Bay MUD was closed for the holiday and the immediate feedback from the client was he was completely okay with the reschedule and no concern or displeasure was voiced. As far as the mess is concern, we have apologized for our foreman not communicating clearly what the process of the project would look like. The project was left in process over the weekend until the project was completed on the following Monday. The site was left in the same condition that we found it in. We have taken corrective steps with our project foremen, clearly outlining our client communication expectations. Our foremen are to always communicate with the customer timelines and current status of the project, as well as any loose ends that remain (i.e. the pile of dirt remaining for a few days) and when we plan on completing them. We are very sorry about our client’s displeasure regarding the landscaping of his yard. As soon as we knew of the customer’s frustration we contacted them to offer immediate corrective action, to satisfy his expectations. We immediately went out to the site to view and address any concerns, only to find the site in perfect order. We were informed by the customer he had personally made corrections to his landscaping prior to our arrival. We wish we had been given the opportunity to make these corrections ourselves proving our commitment to quality and client satisfaction. As far as the leak in the pipes the client believes we created, it is actually coming from abandoning an illegal storm drain, not permitted by the City of Oakland. We communicated to the client several times prior to and during the project, that the storm drain would no longer be connected to the sewer and it would no longer have an outlet to drain into. The client failed to understand the ramifications resulting from this abandonment. As a result, we have put new systems in place, to insure future clients completely understand the results from abandoning illegal storm drains. To address his misperception of the leaky pipes, we performed a verification test with an East Bay Municipality Utility District (EBMUD) inspector present, proving that the sewer is air and water tight, free of leaks. Anyone is able to visit the EBMUD website to verify this project has passed all EBMUD verification test and is in compliance. We are deeply sorry that our client was not 100% satisfied with our work and have voiced this to him several times in phone conversations and in writing. We tried several times to make the situation right and were not give the opportunity to do so. Again, we have addressed the areas we identified as our errors in this situation, specifically our shortcoming in communication and are confident our team will not make these mistakes again."

"Thank you [removed member name]for the great review. We are glad we could help! Thank you for letting us solve you sewer problem."