Quality Septic Inc

"We are shocked to see this comment from a customer who we went out of our way to satisfy on a very challenging job. When I first met the member and his realtor onsite, the member said he would call me as soon as he closed, which he did. When I first met with the member, I explained to him my wife was diagnosed with cancer and just had emergency surgery. I even went as far to suggest they use another company due to my situation but the member wanted us there the next day anyway. I explained we had to have permits issued, locate utilities, etc..and we would get started asap. The member's septic tank was under the concrete driveway so we needed to jet under driveway and hand dig across the front yard to section the grass to ensure no damage to the yard or irrigation. The member did call continously and I reinterated each time he called that this job was complicated and that I personally needed to supervise. I told him my wife was critcal and still hospitalized. I assured him we would keep the tank pumped down so he would not experience any disruption in the use of his septic system. I spent all my spare time supervising this job and the member even complimented us upon completion saying he was very happy and the job did turn out beautiful. We even referred him to a plumber which the member called to tell us how happy he was with the referral as well. I believe what the member is unhappy with is the tank lids, they were not part of our contract. I had advised the member not to continue to park on the concrete driveway where the septic tank is located. If he was going to continue to park over the tank, he needed a traffic rated lid (they are expensive). As an alternative,the portion of his driveway where the tank was located was so broken and cracked I offered to remove the driveway at no additional cost. The member refused, he wanted us to put concrete risers over the lid so he could continue to park over the tank. I refused, I never promised a concrete riser to cover the lid as this would be unsafe and a liability. Since this posting, the member called with a plumbing problem and we responded within the hour clearing his sewer line from the house to the tank and unclogging his outlet filter at no charge. We have clearly gone beyond any reasonable expectation and are very disappointed to read these comments by a client who has never called us to complain or discuss the continued concern he had with the lids. It's unfortunate that you typically only see negative comments posted as we have an excellent referral rate. Our customers are extremely happy in our quality of work and say our pricing is excellent. We have been in business for over 16 years and are a leader the industry with drainfield repairs."