ComplaintsforTotal Enviro Services, Inc.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Kyle was in charge to oversee drain field job. I understood they would cut sprinkler system pipe (3/4 pvc), just two cuts.(I have advanced arithiritis) He immediately said no and I said no check until there was a resolution. He called Lynn. She was so rude but after bickering with me over a simple complaint, she finally told him to cut it. Kyle wouldn't talk to me. He was mad. I saw where they cut the pipe as it was hanging out and over hole they dug. They removed 2 sections of my fence and dumped load of dirt in my front yard driving over sidewalk and busted 10 ft of my sidewalk. I was previously told by the estimator, who was on vacation, that a few inches of the post to my gazebo was in the way of pipe running from septic tank and if they have to remove post they would prop it up with the post. When they were done, Kyle had knocked the post over which caused the gazebo to fall to that corner. The sprinkler system pipe cuts were gone that I had seen. Kyle had hit that too with his tractor and busted the pipe back almost to the house and the other side of pipe was shoved so hard with tractor that it ripped out the sprinkler heads which were clearly far away from digging site. The plumber spilled blue pvc pipe glue ALL over the good section of the sidewalk and to this day I can't get it up. I called Lynn...her answer, "read your contract!" They put the post back up to my gazebo but it is still crooked and slants with most boards bent. When they were done I had extremely busted sidewalk, blue glue on remaining sidewalk, a crooked gazebo, and sprinkler sys still broke. I watched as they did drain field across the street wks later and they did not bust the sidewalk. Kyle dumped dirt on road and immediately shoveled it up in yard. When I questioned him, he just smiled at me and said they were coming back to fix my sidewalk - seeing I already had it done. They could have dumped my dirt in road also. The street/sidewalk is laid out the same. Lynn backed him.

  Business response

  08/07/2023

  Thank You for taking time to leave us a review.  We are sorry you had a negative experience with us.  We were hired to replace a failing drain field system and unfortunately, sometimes to get the job done we have to cross sidewalks and driveways to get to a work area.  Damage to such things is beyond our control and cannot be helped.  Total excludes responsibility of damage to these items on every contract along with underground utilities, sprinklers, trees, shrubs, sod and structures attached or unattached.  This is standard language for all septic contractors.  While we hope for easy access and no damages on every job it is simply not possible to do so at every home.  Hence the exclusion on every contract.  We hope customers will keep in mind that we are focused on providing the home with a working septic system and its sanitary.  Without which the home would not be viable.  Total apologizes for any misunderstandings with its employees and or the necessity of our terms and conditions of service.   

  In closing Total would like to state that the septic system installed at the complainant's home is functioning as designed and that Total continues to honestly serve Central Florida as it has since 1992.

  Business response

  08/28/2023

  We are a septic company and only handle septic related issues.  We are sorry that the customers gazebo was on top of septic system area and we had ro run over the sidewalk to get into her yard. Customers are told they need to provide proper ingress and egress to the jobsite and all personal items should be moved from the jobsite area, not moved by Total employees.  We do not reimburse customers for other vendors who are hired as a part any construction project.  We never mentioned that customer writing us a check from a closed account because its a moot point.  This is our second reponse and dont know what additional information we can provide to our first response, but unfortunatley we are unable satisfy Ms. *******  

  Customer response

  08/29/2023

  
  Complaint: ********
  
  I am rejecting this response because:   This company NEVER admits they are wrong on my complaint or the others I have read, including their reviews.  Again, they could have dumped the dirt on the "right of way" portion (between the sidewalk and street) and then had tractor move dirt to my yard.instead of taking fence down and having dump truck drive over sidewalk and bust it to pieces (10 feet).  Total dumped the dirt on the "right of way" portion when they replaced the drain system on the house acrosss from me and a few drain fields they did that I noticed in past on Matchett Rd.  Total completely destroyed my sidewalk and all I was asking was for them to go halves for the cost I had to pay out of my pocket.   I was very fair not asking them to help with the cost of my sprinkler system or the bent/loose boards on gazebo.   BTW, the gazebo was not sitting on top of septic tank, the post was about an inch from the septic tank but I guess it was too close for their tractor to dig rather than hand dig that inch.   This company must be hurting for business/money to refuse compromise.  Whoever is in charge is not budging.  She needs to take responsibility and stop being controlling..  Unbelievable.   

  Sincerely,

  ****** ******

• Initial Complaint

  10/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  2/19: Total Enviro's 1st visit: They sent an inexperience person to pump the septic tank initially, that person is NOT able to find the septic tank lid, so he had to call in to have his supervisor for 2nd visit to "assess" and left a dug out hole for few days, and charge me for service fee.2/24: Total Enviro's 2nd visit: The supervisor came, said all it needs is to push out the covered concrete block, took a picture and send back to HQ and stated the original person was new and inexperience.Total Enviro's 3rd visit: The original person who was not able to find the lid came to pump out the septic tank.Total Enviro only takes out partial of the original service fee they charged me for 1st visit. I asked them why they are not able to take the whole service charge off as everything could have done at 1st visit, and more specifically, I have 0 fault on this situation. it was Total Enviro personnel's incompetence and yet, I am the one paying for the price or I should say their personnel's tuition to help them gain more experience.When I was questioning the guy I spoke to on the phone regarding to the charge, he just kept saying he understands, and he has someone reports to so he cannot do anything, no apologies or whatsoever.

  Business response

  11/17/2022

  In rebuttal to complainant, Total states that it cannot accept any explanation of a situation that occurred nine months prior. What was verbally stated nine months ago cannot be verified in any way, shape or form. What can be verified was that the technician (who is no longer with our company) had no less than five years' experience at the time of his tenure with Total. Total is unaware of who paid for the technician's tuition to obtain a CDL that is required to operate a pump truck but can confirm it did not come from Total or its revenues.
  Total further states that it is standard practice to charge $125 service call when its trucks arrive on site for scheduled appointments and cannot complete services due to circumstances beyond our control. Being unable to access a septic tank is not unusual for a multiple of reasons. Total does not fault its customers for the reason a septic tank cannot be accessed but neither is it Total's fault that it cannot.
  In review of the services provided, back in February, this being November, Total did credit $75 of the $125 charged to a pump out the complainant had performed once the tank was accessible. Total provided this credit in good faith as a gesture of customer satisfaction, or whatsoever.
  In closing Total apologizes for any confusion in a situation that took place nine months prior.
  

  Customer response

  11/18/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Here are the few questions for the business owner/member:
  1.Is the technician (*****) an employee for Total Environ? If no, why would Total send him to my house to pump septic tank? If yes, the technician is a Total's employee, then it is Total's responsibility to verify this employee's capability and give enough training for their employees to perform required jobs, but apparently Total failed to do so. The response is basically telling me it is all the technician's fault, and Total (which is his employer) has no responsibility for his actions/incompetence.
  2.Can you explain to me why is the 2nd person (the manager) only spent few minutes on my property and he is able to locate my septic tank while the 1st technician (*****) cannot? This question is In response of Total's "Being unable to access a septic tank is not unusual for a multiple of reasons."
  3.Pumping septic tank could have only cost me $295 on the first trip. It is because Total sent an inexperience person to my property, then double charge me to let this service became $345 (first visit: $125, 2nd visit charge: $220. Calculation: $125 + $220 = $345), and yet, Total claims "provided this credit in good faith as a gesture of customer satisfaction, or whatsoever." There is no logic for this so called "good faith as a gesture of customer satisfaction", that is why I am asking for the refund of the whole 1st visit charge ($125 - $75 = $50). This does not include the time I spend on communicating with the Total's irresponsibility management.
  

  Business response

  12/16/2022

  Total stands by its first rebuttal. It has answered all question related to this matter. In closing Total states again that verbal statements made February, this being December, cannot be verified and are considered suspect at best.

  Customer response

  12/20/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  If a thief steal from someone else, no matter when or where, that person/company is a thief. This is my response to Total's response where they were just trying to avoid any of my logical questions.
  I did not know BBB back in February, hence, unable to have the proper way to unveil the shady business that Total is running.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The first week of May I hired this company to inspect/pump out our septic tank. My real estate agent was here to meet with him. Upon arrival they had The sellers purchase a new lid and then told us that they couldn't pump out the tank because it needed to be factor pumped out. The sellers paid for the doctor pumped out. I then had to call and book a second inspection for the same week. Their prices were high and there was no discount for a second inspection. I had to call them after work was done they never emailed me a second bill for the second inspection or provided any photos of their work. We spent $728 Canadian auto pump out and inspection along with another $300 Canadian on the second inspection. When I got to the home we had to call another septic company immediately as our tank was completely full and it was confirmed that a pump out had never been done even though we paid for it. My husband ended up going into the septic tank and cleaning out the debris that was supposed to be dealt with where we saw our septic tank was still in good condition and they quoted us $9700 for a new one. And worst of all after we try to dispute the visa charge for the partial amount the employees at total were completely condescending , try to humiliate me, laughed at me and were very belittling towards me. I spoke to an employee named Ken just yesterday and she was rude and refused to send me any paperwork and told me he didn't tell me anything and didn't have to explain himself or answer my questions regarding work done. I spoke with him for 35 minutes and it was the most infuriating, belittling experience I've ever had with a business.

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/07/29) */ The complainant has made multiple accusation that we did not perform services we did perform. the complainant attempted chargeback of credit card payment on two occasions and lost both cases due to the fact that we did prove that we performed said services. Complaint has made several accusations that are not true including, tree roots that were cut out a concrete tank did not penetrate the tank itself. One accusation was that we never ever sent a pump truck to the sight. The complainant was abusive during discussion referring to our 30 year company as nothing but ***** scammers. The complainant made multiple threats INCLUDING showing up at our office to make further aggression. One threat was to call the police on us. The complainant began this dispute by falsifying chargeback documents and when that did not work attempted to assert authority they did not and still DO NOT HAVE. Total has delivered quality septic work in the Central Florida area for over 30 years where as the complainant has not. It is the complainant who has been dishonest from the very beginning of the first chargeback.

• Initial Complaint

  06/17/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Before inspection of the home we informed the company that there were two septic tanks on the property, but only one was inspected. The recommendation was a written quote for a new septic system in the amount of $10,100. Trusting that the professionals knew what was best, and did a thorough investigation we proceeded with them. Signing the agreement and putting a deposit of $4900 down to start recommendation. Upon coming to the property to select a spot for a new septic system. The question was brought up again about the other septic. Once reviewing the original septic and servicing it the company said we no longer needed to put in a new septic system. They refunded the difference servicing and any work that they had done. The problem is charging a 10% ($980) cancellation fee of the original quote in which they said we no longer needed. We never wanted to cancel the project if it was needed. The problem is they changed what was needed for the property, not us!

  Business response

  09/13/2021

  Business Response /* (1000, 5, 2021/07/08) */ In response to this complaint, it should be noted that the original inspection, when booked made ABSOLUTLEY NO MENTION of two septic tanks or two systems. The buyer's/complaint's real estate agent, when she called and booked it, was quoted the price of ONE PUMP OUT and ONE INSPECTION. Not two. Because she did not ask the price for two. In fact, the seller never made mention of it either when our technicians were on site at the time of the first inspection. Total would have been more than happy to pump out and inspect the other system at that time. It just would have cost more money. The second system was not discovered until after a contract was drawn up and permitting began to replace the failed system that was inspected. In fact, the second system may not have been discovered if not for the next-door neighbor informing our technician about it while he was taking soil samples for the contracted replacement of the known system. After that Total spent time, energy and funds to come up with and present the customer with a cheaper alternative to replacing the failed drain field by pumping the failed system side to the functioning system side. That alternative was rejected by the customer. Then after more than thirty days into the contract the customer E-mailed a cancelation. The email cancellation was sent and received May 10th for a contract dated March 23rd. All of Total's contracts, in writing, call for a 10% cancellation fee to cover costs such as permitting, site visits, testing other expenses incurred prior to work commencement. All Total contracts also have large faced lettering right on the face that reads "NO VERBAL PROMISES MADE BY ANY REPRESENTATIVE OF THE COMPANY ARE BINDING UNLESS CONTAINED IN THIS AGGREEMENT". It's right on the front of the contract the complainant signed and still has a copy of. The cancellation fee verbiage is on the back under "Cancellation Policy". Its part of the terms and conditions one agrees to when entering into an agreement for construction projects. In closing Total rejects any wrong doing and states that the company went out of its way in trying to present a cheaper alternative to its original contract. That was rejected. Consumer Response /* (3000, 7, 2021/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) At the time the original inspection was scheduled it is correct that it was asked to inspect the septic system. Not two systems. On inspection date two septic systems were mentioned to the superintendent (James). James only serviced one unit and did not look further into the other septic unit. After the 3RD mention of the ORIGINAL septic system the technician finally went looking and confirmed the location of the original septic. After FINALLY servicing the original unit a NEW quote was written. Realizing that the work that was being proposed was not in-fact needed and paying for ALL work that had already been completed we decided that this quote was not right. GM Chris was contacted us stated that a new septic system was not in fact needed. This was after the contract had been sign and deposit had been given. It is completely false that any permitting with Orange county have been submitted. No NOC or power of attorney was signed and paperwork had not been started on the original quote for a new system since confirmation of placement had not been confirmed. This is need when APPLYING for permits. All this to state that the GM agreed that we did not need to move forward with the original or second proposed work. We are more than happy to pay for work that is actually completed but being scammed out of $980 saying we pulled out is a flat scam. We just caught you in it before paying more money. Business Response /* (4000, 14, 2021/08/23) */ Total Septic stands by it's original response. There was no mention of two tanks, two systems. All facts in the original response still hold true. Total acted in good faith to accommodate all requests made and followed all terms and conditions of the contract.

*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. ↩