ComplaintsforMack Concrete, Inc

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my house about three years ago, a septic spray system was installed. I had their technicians coming out twice a year to check on things. The last time they came out I did not resign the contract and said I would think about it. The technician set the sprays to go off supposedly and 2:30 in the morning instead of today like it had always been. Well suddenly my red and yellow light comes on and I cannot reset it so I called them. Theyre still yelling at me about not signing the service contract and say they will send out a service technician for specific cost. So this pump was only a couple years old, basically the last person to come out and service it shut the spray heads down so water was not pumping out, and set the sprayheads supposedly to be on at night so I had no way of knowing! ***** who came out yesterday said- and I quote. Wow those spray heads were off I could **** stronger than that. I told him if the pump couldnt push water out of the system obviously thats what damaged the pump and he said Im probably correct. I told him I didnt even know they were adjustable and asked him if it was just a k*** he turned, he said no you need a wrench and a pop off a cap. I said so your guys were the last ones out here looking at this, and he said I dont think they would just see that it was spraying and go on their way. Well if they said it to go off in the middle of the night how could they see it spraying ?? Adjustments were made that shut down the sprayheads and destroyed the pump . So that would be their responsibility!Also he said that the placement of the septic being lower than the surrounding ground and it floods the tanks every time it rains made the pump work harder as well.He also pumped out that waste matter into a creek!!

  Business response

  09/07/2022

  [BBB Transcription via Email]

  ****************** <********************************>
  Attachments
  Sep 6, 2022, 1:27 PM (20 hours ago)
  to me, **********************
  
  ********
  
   
  
  I have attached the response from **** Industries, Inc.
  
  Investigation ID ********
  
   
  
  *****************
  Service Manager
  
  **** Industries, ******************************************************************* 44280
  Phone: ************ 6134/71613 | Cell: ************ | Fax: ************
  email: ********************************
  web: www.mackconcrete.com
  
  "Quality and Service since 1932"

  [BBB Transcription via Attachment]

  Better Business Bureau
  222 ******************
  *****, ** 44303
  
  Wednesday, September 6, 2022
  
  Re ID: ********
  
  Customer:
  *****************************
  6016 ********
  ****** ** 44256
  
  
   The system was installed at ************************************ in August 10/15/2018.  The system is a 500 gallon per day aeration tank with a ****-gallon dosing tank.  After the installer for this address finished with the installation of the tanks and spray heads, our technicians came out and set the aerator UV bulb and sleeve, float poles, pump, and programmed the panel. We set spray heads to the pattern set by her designer to be on at 4 am for 48 minutes. With 24 feet of PSI, a 360* spray radius. We added risers to the dosing tank and allowed system to run on no timer to complete start up operations. As part of the Limited Warranty on our aeration tanks, we provided the first two years of service at no cost to the customer. We reported these visits to the health department as well as left copies for the owner. Our last visit was on November 24, 2020. At that time, we inspected the system noting that the system needed to be pumped. The system was operational.  We send our renewal contract after last maintenance visit. The customers were sent January 2021. The residence did not sign up to have our company complete her yearly maintenance.
  
  The owner called the office 08/16/22 because the system was in alarm and flooding her yard. We sent a service technician out. The owner was present.  The technician found the system flooded and coming out the lids onto the yard. He asked the owner if he could pump down the system into the yard to see what was going on. She agreed.  He found the pump not operational. Replaced the pump and signed the owner up for a service contract to continue regular maintenance on the system. The technician left the system run to pump the system down to regular operating levels. 
  
  The next day the owner of the house had some man start calling our office. This man cursed and threatened us about refunding the money to the owner. He ranted and said that we did this, but the fact is that they called us out because of an issue. He is claiming that we set the spray heads on a low pressure, but the health department would have never signed off on the system if it was not completed to plans. He continued to call daily, and even several times a day. All attempts to reach the homeowner were unsuccessful. We have called and left her messages, only to be attacked on social media and through this man that claims he has rights to speak for her. The entire issue was passed on the general Manager of our *********************** who was also unsuccessful at reaching the customer on 08/22/22. 
  On 08/23/22, we sent a second technician out because the owner was still in high water. This time he took a second technician with him because of the concerning nature of the owner and man that have been calling. They found a bad float that was not found when the pump was replaced on 08/16/22 due to the high water that was in the system.  They adjusted the ball valves in the spray heads and set the time of day back to the original setting at 4 am for 48 minutes.  The technician did not charge the customer for his time and labor or the parts he used.
  
  At no time did we charge the customer for the time and labor of the technicians. We have refunded the cost of the policy. The only item the customer had to pay for was the pump. The technician informed the customer of the cost before he installed, and the owner verbally gave her approval for the replacement. Her signature is on the work order. 
  
  

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