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:04/09/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  I contacted this company because someone told us that the Septic Tank was full which was wrong, anyway, I ordered Service, they wouldnt take my check, so I had to DocuSign their payment voucher and give them my account information.These people showed up here and determined that they could not get their hose down the opening at the top. They said they couldnt do anything and left.On 12-28-23 a charge showed up on my account for ***************** their office and was told when I signed their voucher I authorized the $504.70 payment and basically that I could do nothing about it.I am a ******** Veteran, my wife and I are retired, on a fixed budget and being charged for service which was not done is something I have never done to anyone.

  

  Business Response

  Date: 04/11/2024

  To whom it may concern, please find the  attached response regarding the BBB complaint.

  Should you require further information, please do not hesitate to contact me.

   

  Best regards,

   

  *********************** Manager, Customer Solutions
  ********************************************* & ********************, ***** The *****************
  **************
  
  

  Customer Answer

  Date: 04/11/2024

   I am rejecting this response because:
  
  This company did not contact me advance about anything to do with access or anything else.

  There was NO Contact from them after the truck arrived as to any further service that could be provided.

  This company as multiple complaints on ****** and Yelp for this same thing.

  From reading through reviews, I am not the first to file a complaint with BBB on them.

  BOTTOM LINE: They showed up. They did absolutely NOTHING. They charged me $504,70.

   

• Initial Complaint

  Date:08/07/2023

  Type:Billing 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.

  We hired CPS previously to pump our septic tanks with np problem. I uncovered and recovered the main tank and they pumped it and we were satisfied with their service so we hired them again for exactly the same job which was aprx. $ 700. We had originally scheduled the job for June 17th and returned fron NY specifically for the job and hired diggers through them for an additional $125 to uncover the tanks as I did not believe I would have time to do the job myself. When we returned they canceled and rescheduled. The day of the job the diggers came and were more expensive then originally quoted, plus tax, and told me they did not recover the tanks after the job was done, which I was told they did. After they had opened and exposed our septic tank CPS kept delaying their arrival time and actually tried to cancel thar day, leaving us with an expired tank. I insisted they had to come and finally around 5 pm one man arrived (last time there were two) to do the job. After pumping our tanks I went to pay and he had no idea what the total was. After some calculation he told me it was $700 which was aprx. the same price for the exact same job they had done previously with two men. I wrote a check, document papers were signed and it was done. Then last week I get a call from CPS saying we owed $480+ more. I told them we were done, I had paid what we agreed to and would pay no more. Today I get a notification letter saying they had taken $401 from an American express card they must have had on file from the previous job without notifying me as well as a first attempt notification for an additional $80 they say I owe. This is I believe criminal activity, using my card without my consent or knowledge to pay an excessive balance on an already closed account. I paid what we had agreed to on the phone, what the technician had requested and what was basically the same amount for exactly the same job they had done previously. Who do I contact to address this?

  

  Business Response

  Date: 08/25/2023

  Better Business Bureau
  2600 W. Shaw Lane,
  Fresno, CA 93711
  BBB Complaint BBB Complaint Case# ********
  Project Address:
  G***** ********
  **** *** ****** *d
  *******, CA *****
  Phone: ***** *******
  E-mail: e*********************
  To whom it may concern,
  This correspondence is in reply to the complaint filed with the BBB by Mr. G***** ********
  On June 21st, 2023 We were scheduled to perform a septic pumping service per Mr. ********’s request. We were scheduled to provide the following services:
  ? $260 per hour labor charge to dig to expose the septic tank lids
  ? $730 Pump the septic tank and seepage pit up to 2,500 gallons
  ? $50 for 2 additional hoses ($25 each)
  ? $130 bad load fee
  ? CC Fee
  ? The total for the service came to $1181.70
  -a check for $700 was provided to the pumping technician and the remaining balance was to be paid via customer provided credit card. The customer provided a credit card on site (written on the labor technician’s invoice)
  The remaining balance to be paid is 481.70
  $267.80 was charged on the customer provided credit card.
  Our service technician forgot to add the “bad load fee” on the invoice. Our accounting department made several attempts to contact the customer for the remaining $213.90 due. Ths customer stated that it was not their responsibility to pay for our technician’s mistake of not including the “bad load fee” on his invoice.In good faith, we waived the $130 “bad load fee” but there is still a remaining balance of $83.90
  Our accounting department again made several attempts to contact **** ***** and Mr. G***** ******** to collect the remaining balance to which they stated they refused to pay.
  This is a repeat customer, we had previously provided similar services for this customer once prior on
  July 13, 2021
  The services provided then were
  ? $125 per hour labor charge
  ? $605 to pump the septic tank and seepage pit up to 2500 gallons
  ? $50 for 2 additional hoses ($25 each)
  ? $125 per hour labor charge
  ? $15.20 CC Fee
  ? - $25 First time customer discount
  ? Total $770.10
  The only additional service from the initial service performed from 7/13/21 and 6/21/2023 was the labor charge of $260 per hour. The previous $125 labor charge was the cost of labor services from over three years ago, this and all other charges from the service from 2021 have all since increased due to inflation and the cost of business. All charges include any tax apart from all pricing which was provided to the customer at the point of schedule. The labor charge for the 6/21/23 service was applied for the labor to dig and expose the septic tank lids. For any labor services, we split the service between 2 separate crews, a labor crew to do any digging and a pumper to arrive shortly thereafter the lids are exposed to perform the pumping portion of the service.
  Once the pumping is complete. Should the customer wish to have backfilling services performed, labor charges would apply at our standard labor rate of $260 per hour.
  We are very thorough in our scheduling process while providing accurate pricing for services because we have been in the industry for 30+ years and have seen all of many cases. We do not adhere to ideologies of charging unfair pricing nor would we now or ever pursue less than legal means to collect payment for services rendered. No charges were made that we not in compliance and no refunds are due back to Mr. ********. It is unfortunate that G***** ******** provided inaccurate information regarding our collection processes and is refusing to settle his account after several members of our accounting department made several attempts at providing a mutually satisfactory resolution and after all efforts were disregarded by the customer.
  We strive to be very competitive with our pricing for all of our services, while providing quality service and superior customer service to our customers. G***** ********'s complaint is an unfair representation of the service performed.
  Respectfully,
  ***** ****** Manager, Customer Solutions