Business ProfileforEvergreen Sanitation Inc

Terrible customer service. Below is the text of a certified letter I sent Evergreen describing our experience. It was signed as received over a month ago and we still haven't received a phone call or email from them. Their lack of attention to customer concerns is appalling. 0/5 stars. ------------------------ To Whom It May Concern: I have been an Evergreen Sanitation customer for over 10 years and, to this point, have been pleased with the service that has been provided. The office staff has been responsive and thorough and the technicians knowledgeable. Sadly, this was not the case recently, to the point where you have lost my business. On February 27, 2021, Evergreen pumped our septic system and, on the advisement of the technician, we had a filter installed three days later, on March 2. The service was excellent and efficient. Two weeks later, on Saturday, March 13, our septic system overflowed and backed up into our home. From the moment we discovered the overflow, we stopped all water and toilet use for our family of 7. I called the Evergreen hotline on Saturday and Sunday and left messages with the operators that we had an emergency. In both messages, I expressed that the only thing that changed in the two weeks from the initial pumping was the installation of the filter, so logic would indicate that the filter was a contributor to the overflow. (I am a civil engineer.) On Sunday, the operator said that only business emergencies are serviced on Sunday, but we would be called early Monday morning after the office opened at 6 am. On Monday morning, March 15, after 6 am, I called the Evergreen office again. I left another message, reiterating the emergency and that I need this addressed asap, and said the filter needs to be inspected. After not receiving a return call by 8 am, I called again and the person answering said she was “just about to call” and that a truck would be out later in the morning. At no point, in any conversation with the office, was cost mentioned. No pumping cost, no visit charge. Nothing. The technician, Jose, arrived around noon. By that time, we had not used water for more than 48 hours and the waste level, while still high, was just below the top of the outlet pipe. Jose pumped the system. Again, cost was never discussed. He pulled the filter and hosed it off, declaring that it “works fine.” Once the tank was pumped, Jose stuck our garden hose up the outlet pipe into the drainfield and said everything seemed ok. After putting away his equipment, I asked him if he knew what the problem was. He said “no” and that it was “weird.” He took a call from the office and I went inside. 10 minutes later, he handed me an invoice. I told him that I would not accept the invoice and would not pay, and that my concerns had not been addressed and we never discussed another pumping charge. I told him that I was sorry that the office put him in the middle of this situation, and that I was not upset with him, but the office needs to call me “today” to discuss. No one called. In fact, no one has ever called. As of today, I have received three invoices. Three weeks ago, after receiving the second invoice, I called the office and said I wanted to talk to a manager. The person answering looked up my file and said that, yes, I need to talk to the general manager. In fact, she said that there was a note in the file to call me. She told me that the general manager was very busy “in the field” and it would likely be a few days. He has never called. I am appalled by the poor customer service Evergreen Sanitation has provided me and my family. The lack of communication, concern or follow through is shameful. I have no intention of paying this invoice until an executive with your company takes some time to explain the behavior of Evergreen Sanitation staff, offer a sincere apology, and articulate how you would handle this situation if you received such poor customer service. Thank you for your prompt attention to this matter. ------------------------