ComplaintsforThe Christopher Bryant Company, L.L.C.

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My septic system was recently inspected because we are selling our home. The leach field failed inspection and the ********** ****** Health Dept has determined that it was dug too deep and too little fill was used at installation. They informed me that it needed replacing. I informed the company who installed the system, told them the findings and asked for a discounted rate for replacement. I was given a quote of $21,300 which is $5000 more than the highest quote I found elsewhere. $16,000 - $16,500 is the other prices I have gotten from other companies. This system is supposed to last 30 to 50 years. I got 17 years out of it. I am asking that they install for half price

  

  Business response

  03/03/2022

  In response to BBB complaint ID ********.
  
  The Christopher Bryant Company installed a septic system at ** ****** ****** **** ******* ** ****.  That work was contracted and paid for by a previous owner.  The work performed was permitted through the local health department and was inspected on July 13, 2005, per the paperwork on file.  Any change or alteration of the design from the original recommendation was noted and can be seen on the paperwork of the final inspection.
  
  Typically, we do expect septic systems last 30-50 years when installed and maintained properly and not overused/abused.  Until Ms. ******** communication with us in January of 2022, we have had no history of the system over the past 17 years.  We have not done any service (pumping/cleaning) and cannot say if the shorter than normal life may be due to other factors.
  
  While we certainly are concerned that a system we installed hasn’t meet standard expectations and understand the home owner’s frustration, we feel that asking for a 50% reduction in price to replace a 17-year-old septic system is not a reasonable request.   We believe our estimate was fair and competitive.

  Customer response

  03/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  When discussing this matter on the phone with the Christopher Bryant company they told me that the only way to officially know how the system failed was by giving it an “autopsy” when it’s dug up. I believe that’s why they gave me an inflated estimate because they didn’t want to be the one to dig up the problem and be faced with the problem that they made. I got four estimates of which three were within $500 of each other except for Christopher Bryant‘s which was $5000 more. They all but admitted in their response to BBB that they went against health department recommendations. This is the reason for the system failing its inspection. No the system is not actually failed. It is working. But because of the inadequate job at installation the system is flooded and causing it to fail inspection. The failed inspection is causing me to have it replaced. While the office personnel was extremely polite and helpful. Brian and David were extremely rude and disrespectful. I even received an angry and threatening call from David Litchfield after he received my complaint from the BBB. Dealing with this company’s owners has been extremely frustrating and disappointing. I have every intention on continuing my pursuit of fairness in this matter.
  Sincerely,
  
  *** ******

  

  Business response

  03/14/2022

  I am writing in response to Ms. *** ******** statement about her potential septic failure at ** ****** **** ** **** ******.  First, we would like to apologize if any of us at the Christopher Bryant Company were perceived to have been rude.  We take great pride in always offering the best customer service to our customers.
  
  As stated before, this system was installed for a previous owner in 2005.  As 15 Seneca Road was not our customer during the last seventeen years, we have no documentation as to the service schedule or insights into the daily usage of the system, or whether there have been any traditional signs of failure (backup or bleed out).  There is no true way to see what is happening in the leaching area, and interface of it with the soil around or beneath it, without digging through it- something I have called "giving an autopsy” which was our recommendation.  It is understandable that Ms ****** was frustrated and concerned that this may influence the sale of her house, and sought out four other proposals to simply replace the leaching fields.
  
  The Christopher Bryant Company did not go “against health department recommendations,” as Ms ****** stated in her response.  Again, the work was permitted and inspected by the ********** ****** Health Department on July 13, 2005.  Any deviation that took place at that time would have been discussed and approved by the issuing authority with the Health Department, and was so noted on the final inspection on file. This is not left up to the individual installer to make any changes.
  
  As to the difference in prices:  given the concerns about a potential failure, it is my opinion that a third party (licensed engineer) should be included in the future evaluation to determine exactly what is happening and what corrections should be taken if needed.  This more than likely reflects the differences in pricing that other installers did not take into consideration when giving their estimates.

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