Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:13/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CLD excavating installed a new 2000 gallon septic tank in January 2020. The installation was defective and CLD came out in June 23 2020 to make repairs They inspected the repairs and certified that everything was in order. They offered a 5 year warranty on the leaking collar.
  The repair was not successful and the leaks continued. After repeated conversations A reminder was sent in July 22 2021 about the continued leaks.
  CLD responded that they would look after the leak but were too busy and would call after their business slowed.
  
  In September 2021 CLD stated the repairs would be done before freezing. However, nothing was done before the business closed for the winter. In January 2022 they stated it was too cold and would need a temperature above -5C.
  
  No action was taken and in June 2022 the leaks had gotten worse . In July 2022 CLD stated that it was too wet to complete repairs. They stated on July 13,2022 that they would pay $*** * ***** to have another company dig up and seal the leaks. CLD said they would find another company to complete repairs.
  After August 16, 2022 CLD would not respond to further messages and inquiries. The last attempt to contact CLD was on September 17, 2022 with no reponse.
  
  I contacted another company In November 2022 and they completed the necessary repairs. It cost an additional $*****
  
  CLD Excavating *** **** **** ********* ****** *** did not honour their commitments or warranty.

  

  Business Response

  Date: 24/02/2023

  CLD Excavating made two onsite attempts to repair the leaking collar, this tank was installed in a area with extremely high water table. On the two occasions that we attempted the repair, the water pushed through due to extreme hydraulic pressure. The tank collar was sealed with polyurethane as per manufacturers recommendations. What further made this a challenge was a very wet spring the year following the installation. As far as we were aware this was a ongoing service issue. I was not made aware that a third party was contracted at a cost of $**** to seal a dripping collar extension. I apologize to the customer that we did not meet the expectations, we have over a thousand septic tanks in the ground and perfection is impossible. I am willing to compensate the customer 50% (********) of the third party repair cost.  

  Sincerely

  Peter *******

   

   

   

  Customer Answer

  Date: 27/02/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Barbara ****