WHITT SEPTIC SYSTEMS

did not repair or analyze issue correctly

This was a great company. The receptionist was very nice. The crew that came out did so in a timely manner. They did a great job. Thank you!

Very helpful and everything went just as they had explained.

Quickly and professionally

unknown

.

unknown

Not sure if they did a good job or not.

these guys show up on time, very professional and do an excellent job.

unknown

unknown

They were awesome.  On time and I didnt feel pressured to use their service only.  Would recommend them to anyone.

I signed a contract with Whitt Septic for $205 for them to service my septic system each 4 months (3 times/year) on 8/1/13, the date of the first service. Before I signed the contract I spoke to Mr. Hughes, the owner, concerning access to the property. I explained that I work full time, have a locked gate and my chlorine tablets for the service were in the garage so we needed to arrange in advance dates and rough times for the service which were mutually agreeable to us both. He agreed with the condition. On 3/3/14 I contacted Whitt Septic as I realized that they never came by to do the 2nd service which was way overdue. I was told by Pam, the office manager, that someone had knocked on my door on 12/3/13 and no one was home and that they had called my number the day before and no one answered. Turns out they were not calling my correct phone number which I have had for over 3 and a half years. They did not try to reach me via mail or by leaving a note on the door. I asked to speak to Mr. Hughes, who I had made the arrangement with but he was not available. I was told that they do not make prior arrangements with people to coordinate a date and approximate time that is mutually agreeable, that they only call and say they will be there the following day. I explained to them the discussions I had previously had with Mr. Hughes, explaining the situation and that I needed to be home to open the gate and get to the chlorine tablets in the garage that needed to be used for the service. The woman was very rude and said she would not comply with the arrangement. I asked for Mr. Hughes to call me. On 3/5/14, I called back as I had not received a call from Mr. Hughes. They again said he was unavailable and was not going to call me back. I said that if he was not willing to even speak to me, I wanted a refund for the services not provided. They said they would only provide me a refund for the 3rd service, since they had knocked on my door for the second service, even though they did not notify me that they were coming. By the way, when I called the number that they said they called to reach me I get the message that it is not a working number. This should have been a clue to them that they didn't have the right number and they should have tried to reach me another way.

REBUTTAL TO COMPANY RESPONSE:

I have a few comments about the Whitt Septic response to my complaint:   
1        I have had my current number for 4 years.  The number they called was an older number of mine from when I got a quotes from them more than 4 years ago.  When I signed up on a contract with them I called them and they called me back on my current phone so they had my correct phone number.  Phone records prove this.  They are very sloppy bookeepers.
2        There were notes on the account which told them I worked during the day and that service calls would have to be prearranged.  Pam herself confirmed this in when we spoke on the phone.  Also, I never said weeks of advance notice were required, only that appointments would need to be pre-arranged so I could leave work to be home.
3        If you call the number they say they called, a message says ?The number you dialed is not a working number.  Please check the number and try again.?  One would think this would clue someone in that they had the wrong number.   By the way, the number they called is 832-454-5732.  Call it yourself and see the message you get.
4        They act like they were doing me a favor by sending someone out to my house even though they got the above message when calling the number in their database.  They charged me for a service knowing they didn?t reach me and pre-arrange with me a date/time I could be home, as was the condition on the account.
5        Nothing was left on the door to indicate Whitt Septic had been there, if they did actually come, which I doubt.
6        They did not even try to reach me by mail after all this.
7        When I called them in March I wasn?t allowed to talk to John Hughes about this situation.
8        I was NOT rude to them.  Pam was very rude to me.  But I don?t even care about the rudeness.  This is about a company charging me for a service they DID NOT PERFORM.
9        When Whitt Septic says they refunded me the unused portion of the contract, they lie.  They refunded me one service only.  I paid for 3 services and the only service they performed was the first one.  They are charging me to the time they sent a technician to my house even though they didn?t pre-arrange it with me, knowing I worked and would not be home.     

Whitt Septic?s response ignores the big issue here. The contract was for 3 services to be performed over the period of one year and only performed one.  They need to refund me the second service that was not performed.  I should not be charged for someone coming out to my house without arranging it with me first as it specifically states in the account that that would be necessary.  I had no idea the person had been there because there was nothing left to indicate that he had been, if he did actually come out, which I doubt.  Also, there were other ways for the company to reach me if they got the message that the phone number was not a working number.  Ever here of mail?  No attempt was made to reach me for over 3 months after the time they supposedly tried to reach me by phone.  How do they explain that?   No matter which way you look at it this is Whitt Septic?s screwed up.  Whether you look at not updating the number in their system, for deciding to supposedly come out after they couldn?t reach me even though they knew I would not be home unless pre-arranged, for them not to try to contact me by mail to get a correct phone number, and finally for them to charge me for a service call for service they didn?t perform and a choice they made to come out even though it hadn?t been pre-arranged.  It?s all a clear indication of an unprofessional business.  Their Angie's List score is not too good either with a number of complaints about them, which is consistent with my experience.   If nothing else I want to warn other people to stay away from Whitt Septic as otherwise one of these experiences could be their own.

Very professional

I called Whitt Septic to pump out my tanks since we were having difficulty flushing our toilets. They sent Hughes Pump to do the work. We had just moved into our house so I wasnt sure how many tanks we had. The guy who came probed and found two tanks and pumped both out. Only a month later we started having problems again and a plumber looked at our plumbing and said it was backed up to the house. I called a different septic company and they found a third tank! There was a sump pump in the third tank that needed repairing. This second company explained that they should have noticed that there was a third pump! If they would have found the third tank then we would have fixed the problem a lot sooner!

We received 3 competitive bids and selected Whitt based on the price, completeness of the quote, and their overall fantastic customer experience. The owner and his team arrived exactly on time, two days after we called and asked them to do the work. The team was wonderful, all spoke english, and did a fantastic job.

The ground is dirt hard and the lines were extremely hard to find but the team worked relentlessly throughout the entire day, did absolutely everything to specifications, and completed the job in less than a day.

It was a wonderful customer experience, the service was fantastic, the end product was exactly what we had asked for, and my husband and I have talked multiple times about how great it was to work with this company.

The warranty is great, the service is fantastic, the price is good, and I would recommend this company to ANYONE!!