ComplaintsforStephenson Septic Tank Service

• Initial Complaint

  05/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In the process of purchasing a home, located at *** ***** *** ******** *******. It was necessary to obtain a septic tank certification so that VA could approve the loan. When I reported the problem to *** **** ******* (Realtor), he tells me that Stephenson Septic was the last company that had serviced the property in 2022. I immediately contacted Stephenson Septic and explained that I was in the process of purchasing the property in ******* and that since they had provided services to the property before, he needed to know if they could inspect and give me a septic tank certificate. And how much they would charge for certification. I was informed that the total would be $375.00. I informed him that I would contact the realtor so that he could contact **** ****** ********* (Owner) to set the inspection date. The next day, the realtor informs me that the inspection would be on May 3, 2023. But that they payment according to Stephenson Septic would have to be made prior to inspection. I contacted Stephenson Septic to ask how I could make the payment if I could not be present? They told me I could pay by credit or with debit card over the phone. I gave them all my card information and they proceeded to accept the payment. Two days after the inspection, not having heard or received the certification, I called Stephenson Septic and that’s when they say they could not give me the certification because the tank was made by the contractor who made the house and for that reason, they could not certify the tank. I contacted the realtor to communicate the problem and he decided along with the owner of the property to seek a second opinion. They contacted *** ***** ****** who went and did another inspection and was able to give us the tank certification without any problems. I called Stephenson Septic to ask them why they were not able to give me certification, but another certified company could. I went ahead and asked Stephenson Septic for a refund since they did not give me the certificate which was the reason that I paid and contracted their company. Stephenson Septic’s response was that they could not give me any refund because they sent one of their employees to empty the tank. That’s when I asked to speak to the owner or manager. They transferred me to **** ***** (last name was not given to me) to whom I explained what happened and she replied that the only amount they were going to reimburse me was $150.00 because I should have been present while the inspection was taking place. I explained that no one told me that I had to be present but did tell me that I could make the payment over the phone. **** ***** didn’t want to listen to me, and I couldn’t continue talking to her. My last words were thank you very much and I never accepted the $150.00 for the time being. To this day, I have not heard anything from Stephenson Septic. I expect Stephenson Septic to reimburse me the $375.00 since they never provided me with the service I paid for.

  

  Business response

  07/13/2023

  We have attached a letter of what happened with this customer from the time her realtor called to get pricing prior to the visit up until her last call to us.

  We have offered this customer a partial refund due to the trip taken and service preformed, she refused.

  We have fulfilled what we could do for her, she did not like the result and asked for all her money back. 

  The letter will go in detail of the conversations with the customer. She stated another company certified her tank. You CAN NOT certify a septic tank with a hole in it. She stated she had another company certify the tank. They are in the wrong for certifying a tank with damage. This customer was not on site nor anyone on her behalf to see firsthand what we saw. The visit had to be explained over the phone. All of our responsibilities and our job was done to the best of our ability. The owner of our company is also willing to do another septic tank pump out at no charge. 

   

  Thank you

  *****

    

   

   

  Stephenson Septic Tank Service

  

  Business response

  07/13/2023

  We have attached a letter of what happened with this customer from the time her realtor called to get pricing prior to the visit up until her last call to us.

  We have offered this customer a partial refund due to the trip taken and service preformed, she refused.

  We have fulfilled what we could do for her, she did not like the result and asked for all her money back. 

  The letter will go in detail of the conversations with the customer. She stated another company certified her tank. You CAN NOT certify a septic tank with a hole in it. She stated she had another company certify the tank. They are in the wrong for certifying a tank with damage. This customer was not on site nor anyone on her behalf to see firsthand what we saw. The visit had to be explained over the phone. All of our responsibilities and our job was done to the best of our ability. The owner of our company is also willing to do another septic tank pump out at no charge. 

   

  Thank you

  *****

    

   

   

  Stephenson Septic Tank Service

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