Business ProfileforBAT Onsite LLC

I wanted to file a complaint on BAT On-site LLC, Norweco around Mt. Airy Maryland.

I was at home on this past Wednesday 5/25/22 and BAT On-site came to my house without any notice whatsoever and said they performed my septic service. My Ring door bell clocked them in at 2:02 and then clocked them out at 2:12pm. They left a small hand form card they leave when they think you not there. Turns I was there and they didn't know it. They have been there before, they came out 3 other times before and it always took them about 30 or 40 minutes to do the job, only this time they were in and out in 10 minutes. So I called the company and spoke with a woman there, and she asked me to text her the ring information so I did exactly that. She said she would call me later that day and let me know what happened, she didn't bother to call back. I called the next day but I found out she sent me a text asking ME what I think they didn't do. I said if I knew how to do it, they wouldn't have never been out there! I don't know their job!
So I told her I was going to contact the BBB and leave a negative feedback.

This is a warranty service for my new septic system and it was there fourth and last visit. I asked her how much is there services for one year and she said $325.00 for biyearly service. I said WOW $325.00 for two 10 minute service calls! I Don't Think So!

I simply believe they thought I wasn't there and they wanted to finish up early that day and they did a half ass service call and I called them out on it! So that is why I wanted to file a complaint against them.

Thank you,

Kenneth *******

BAT Onsite, LLC is an Automated Onsite Wastewater Disposal System service provider (Electric Septic Systems). We do routine maintenance and repairs on the BAT (Best Available Technology) systems that the State and/or County Health Departments require on some properties, for various reasons. We service these systems all over the State of Maryland. Most of the systems we service have individual contracts with the property owners. Some of our systems we service, that are less than 2 years old, are the responsibility of the manufacturer. When you buy these BAT systems, the Maryland Department of the Environment requires that the manufacturer provide 2 years of Operation and Maintenance, and warranty. A few of the manufacturers subcontract to us to do the routine maintenance visits (and then we solicit the subsequent service contracts). This is the case with this property. The manufacturer of the NORWECO system that Mr. ******* purchased was being serviced by BAT Onsite, LLC and paid for by the manufacturer. We never make appointments for these services because no one needs to be home. We don't need to come in the house, everything is in a small area of the yard, we do the required service and leave a door hangar if no one is home (or doesn't answer the door). Much like your electric company meter reader, gas company meter reader, lawn mowing service, and parcel delivery services. You know all of these service providers are coming, but in most cases, you don't know exactly when.

On 5/25/22 service technicians from BAT Onsite, LLC visited the site in question. Later that day Mr. ******* called my office and spoke with my office administrator to complain that we didn't spend enough time on his property to service his BAT unit. Mr. ******* sent us video clips from his door bell camera to support his complaint. The two clips cover 8 minutes of time. The first clip is time stamped starting at 14:03:02 and the second clip ends at 14:11:02. These clips were reviewed by my office administrator, she forwarded the clips to the manufacturer. After they reviewed the clips, they could not see any break from protocol.

I have since reviewed the clips myself. I too did not see any break from protocol. I also observed that at the start of the first clip that all of the required tools were removed from the truck, the access ports were opened up and equipment from the unit were removed and dissembled for cleaning. This indicates to me that my technicians had been on the property for a notable amount of time. I also observed the cleaning of one of the filters, and the filter cleaned up fairly quickly. This is an indicator that the system has been well treated by the occupant and that other parts of the system may have been just as efficient to clean.

My technicians and I are factory trained and Maryland Department of the Environment certified to perform Operation and Maintenance on up to 8 different technologies. I have a great team working for me that take pride in their work. I am proud of my team. My office administrator had a couple of conversations with Mr. *******. She consulted with the manufacturer. I had a conversation with Mr. *******. Unfortunately, Mr. ******* was not satisfied with the facts and protocols presented in response to his complaint.

My complaint was they were only there for 10 minutes. I have watched these guys do this exact service 3 other times. Every time they had done it before it has taken at least an half of a hour. They couldn't have showed up earlier because my ring system would have seen them and alarmed me automatically. I don't believe that they could do the job that needed in 10 minutes. Not only that but they showed up at my house unannounced. I don't like that because people don't always do what they say they do. Again I simply do not believe they did what was supposed to be done CORRECTLY in 10 minutes.