I contracted with Brian Davis Septic in December 13 after finding them in BBB with a A+ Rating. It took multiple calls to get them to fax over the paper work. Since that time I've experienced the problems listed below. While reading these, please note that this company is licensed by the State heath department to service it's constituents for required services:
1. Initial inspection stated all was well, however both tanks badly in need of pump out. Several calls required to schedule the pump out, all by me, in January (around the 10th) 2014.
2. In January 10, during pump out, service techs stated that the "inspectors don't really look for that sort of thing." However tanks were open and inspected.
3. During this service call, asked about leakage into yard from what was eventually determined to be a bad emitter. "Yeah, hmm, weird." However no further information given, nor the need to fix as eventually determined. Techs at this time stated "everything else looks good and in working order."
4. After the pump out in January, 10, pump began making strange noise, as though water in pump. Communicated to office, attempting to schedule visit to inspect. Promised callback twice, none returned by office staff.
5. In May 2014 as pump sounds began to increase, contacted office again to schedule visit, took several calls, again from me, never called back, to schedule visit.
6. During visit, aerator pump was determined to be bad, and screw covers for vegetation covers/tank cover not screwed down properly, and would have been an inspection violation... last service was by this company, so error was theirs.
7. During same visit in May, previously mentioned emitter determined to be issue needing repair.
8. After calling office, informed that the pump issue was noted in January, however this was not ever explained as an issue needing replacement. Issue was slight in January, continued operation and a failure to respond to my initial concerns 4 months prior while in need of repair was likely cause of eventual failure, or at the very least accelerated it.
9. When trying to get a price quote for replacement/repair work required 7 calls between 5/28 and 5/30, nearly all of them ending with a promise of a callback that never occurred. Each time I had to follow up. During this time, the aerator has been off leaving me out of code.
10. After several calls, was finally able to schedule a time for the repair, Wednesday, 6/4 between 8 and 10 AM. I took time off work to be here to pay and monitor the service. At 9:40, with no one yet hear and no call, I called to confirm. I was told by the office person (Rosa, who has been the person I've dealt with consistently and had such terrible response) said that they would need to reschedule for 6/6 because one of their "people had a, um, problem." I strongly feel I was simply forgotten, and previous experiences do nothing to dissuade this. I asked how I was supposed to know if no one called and that I took time off work for this, I was placed on hold, and told that someone would be by this after noon, now requiring me to miss an entire day of work.
This is absolutely the most terrible customer service experience I have ever experienced or witnessed, and I manage a customer service call center, and makes the BBB A+ rating meaningless.
Resolution:
Because of the many servicing issues, service mishaps, incomplete work, failure to respond, advise and/or notice existing issues for a service I have paid for, the only way this can be reasonably accommodated is with a free (or, at the very least, discount in excess of 75%) pump replacement and official apology from the business itself, acknowledging their failures and admitting fault.
To read the REST of the review/complaint, visit this link (as it's TOO LONG) for yelp: http://www.2phatgeeks.com/uncategorized/consumer-beware-brian-davis-septic-company/ read more
