KING SEPTIC SERVICE INC

"King Septic first engaged the home owner with a site visit to determine which kind of system they have so that we could give them an estimate and be better prepared for the service that they needed. Our service man found that they had a Kovarik system. This system consists of a pump that rests on top of the tank, pumps the effluent through a small pipe, and discharges it to a sewer system. The pump pumps the water from inside a pump vault that is inside the tank. The only access to the tank is through a 4 inch hole over the top of the pump vault. The tank can not be cleaned properly unless you can access the outside of the pump vault. The only way to access the rest of the tank is to dig up the front of the tank to find another lid or dig up the front of the tank and sawcut a hole and install a riser for permanent access. This is common practice for this system that we have performed many times. This was explained is great detail to the owner. The owner scheduled the work and our vac truck was sent out to dig up the tank and pump it out. The tank was found not have a front lid after digging so it was our recommendation to sawcut a hole for access. The owner was charged our minimum service fee which was to be credited toward the rest of the work. This was scheduled to be completed a few days later. Our vac truck driver showed up to perform the work with another service man on his way to make the cut when we were told that they wanted the hole filled in and would schedule the work to be completed at a later date. We filled the hole in and were expecting them to call back when they were ready to have the work done. We are considered the local expert on the Kovarik system to the point that other companies send work to us because they do not understand them. We attempt to educated our customers to the best of our ability so that they can understand what system they have and the best possible ways to have them serviced. When we are notified of an upset customer a manager makes contact to try and resolve the issue. We had no idea that the home owner had any issue at the time of service or after. I would be glad to meet the owner personally on site and explain and show them how the system works. We employ a full time office manager that answers and returns all calls. I apologize if your calls were not returned in a timely fashion as that would be unusual."

"On December 11 a site visit was made to resolve the issue. Options were presented to home owner including a full refund. Home owner chose an option that included repairing an additional leak and running a new pipe from the break down the hill. After work was completed pipes were tested for the home owner in order to show him proper performance and that it was working to his satisfaction. Home owner expressed his satisfaction after the test and completion of the repairs."