Evergreen On Site

On 05/19/the customer and his wife entered into a contract with our company to install a new septic system at their rental home in BurienThe installation commenced in June of and was backfilled (project completion) on 06/29/Our installation contract guarantees that any defects in materials or workmanship would be warrantied for a period of one year following the completion of the projectIn this case, the warranty expired on 06/29/Since the system was installed, our company has responded to several calls for assistance from the customersIn every case except one, the services rendered and the parts replaced were covered under warrantyI have composed a brief synopsis below: 08/06/2016: Called to check an alarmDiscovered that the system had been wired incorrectly by another partyElectrical work was not included in our installation contract and was not covered by our warranty, however we did not charge for the visitInvoice Amount: NO CHARGE08/08/2016: Called to check an alarmDiscovered that the float wiring had been reversed in the panelElectrical work was not included in our installation contract and was not covered by our warrantyInvoice Amount: $– A 50% discount from charges08/12/2016: Called to check problemFound and repaired a loose fittingInvoice Amount: NO CHARGE09/06/2016: Called to check problemConsulted with manufacturer of system and readjusted float heights per their recommendationsInvoice Amount: NO CHARGE09/27/2016: Called to check alarmAlarm was not on during visitChecked system over and found it to be operating correctlyInvoice Amount: NO CHARGE10/05/2016: Called to check problemPumped gallons out of tanks to relieve system (performed under warranty) and checked over systemIdentified that the aggregate specified in the system design (which was not prepared by our company) was too small to function properlyInvoice Amount: NO CHARGE10/12/2016: Replaced all aggregate in the treatment basin with the correct sized media per manufacturer recommendationsInvoice Amount: NO CHARGE02/18/2017: Called to check alarmFound that system was floodedTechnician noted that there were people occupying the home, which likely led to the excessive amount of water in the systemInvoice Amount: NO CHARGE02/21/2017: Called to check problemNo alarm was on at the time of the visitAdjusted floats and cleaned filtersInvoice Amount: NO CHARGE02/22/2017: Replaced floats and risersRecommended more frequent maintenance due to the number of occupants in the homeInvoice Amount: NO CHARGE05/10/2017: Called to check alarm, replaced bad check valveInvoice Amount: NO CHARGEIn addition to the installation agreement, the property owners entered into a maintenance agreement for the system per King County Health Department codesThis agreement stipulated that routine inspections on the system would be performed for a cost beginning days after the system was installed, then every months thereafterUp until the appointment on 08/30/the customer had repeatedly declined to schedule these necessary visitsWe have been very obliging and responsive in addressing the needs of the customer and ensuring that their new system has all of the kinks ironed outIt was discovered during the visit on 08/30/that a piece of plumbing in the headworks had worn outBefore the customer had even filed this complaint, we had agreed to replace the part for free and only charge $plus tax for the labor to install it – a full 75% discount from chargesWe feel that we have been very fair with this customer in offering such discounts even though their warranty expired over months agoFurther, I would like to take this opportunity to request that in future communications with our employees, the customer refrains from using abusive languageI can appreciate their frustration in having to pay an invoice for a service that is out of warranty – however small that invoice amount is – but there is no place for R-rated language in mature business dealingsWe have documentation available upon request to substantiate all of the above informationThe customer is on our schedule today to address the repairs as agreed upon

On 05/19/2016 the customer and his wife entered into a contract with our company to install a new septic system at their rental home in Burien. The installation commenced in June of 2016 and was backfilled (project completion) on 06/29/2016. Our installation contract guarantees that any defects in...

materials or workmanship would be warrantied for a period of one year following the completion of the project. In this case, the warranty expired on 06/29/2017. Since the system was installed, our company has responded to several calls for assistance from the customers. In every case except one, the services rendered and the parts replaced were covered under warranty. I have composed a brief synopsis below: 08/06/2016: Called to check an alarm. Discovered that the system had been wired incorrectly by another party. Electrical work was not included in our installation contract and was not covered by our warranty, however we did not charge for the visit. Invoice Amount: NO CHARGE. 08/08/2016: Called to check an alarm. Discovered that the float wiring had been reversed in the panel. Electrical work was not included in our installation contract and was not covered by our warranty. Invoice Amount: $172.46 – A 50% discount from normal charges. 08/12/2016: Called to check problem. Found and repaired a loose fitting. Invoice Amount: NO CHARGE. 09/06/2016: Called to check problem. Consulted with manufacturer of system and readjusted float heights per their recommendations. Invoice Amount: NO CHARGE. 09/27/2016: Called to check alarm. Alarm was not on during visit. Checked system over and found it to be operating correctly. Invoice Amount: NO CHARGE. 10/05/2016: Called to check problem. Pumped 1000 gallons out of tanks to relieve system (performed under warranty) and checked over system. Identified that the aggregate specified in the system design (which was not prepared by our company) was too small to function properly. Invoice Amount: NO CHARGE. 10/12/2016: Replaced all aggregate in the treatment basin with the correct sized media per manufacturer recommendations. Invoice Amount: NO CHARGE. 02/18/2017: Called to check alarm. Found that system was flooded. Technician noted that there were 8 people occupying the home, which likely led to the excessive amount of water in the system. Invoice Amount: NO CHARGE. 02/21/2017: Called to check problem. No alarm was on at the time of the visit. Adjusted floats and cleaned filters. Invoice Amount: NO CHARGE. 02/22/2017: Replaced floats and risers. Recommended more frequent maintenance due to the number of occupants in the home. Invoice Amount: NO CHARGE. 05/10/2017: Called to check alarm, replaced bad check valve. Invoice Amount: NO CHARGE. In addition to the installation agreement, the property owners entered into a maintenance agreement for the system per King County Health Department codes. This agreement stipulated that routine inspections on the system would be performed for a cost beginning 45 days after the system was installed, then every 6 months thereafter. Up until the appointment on 08/30/2017 the customer had repeatedly declined to schedule these necessary visits. We have been very obliging and responsive in addressing the needs of the customer and ensuring that their new system has all of the kinks ironed out. It was discovered during the visit on 08/30/2017 that a piece of plumbing in the headworks had worn out. Before the customer had even filed this complaint, we had agreed to replace the part for free and only charge $68.75 plus tax for the labor to install it – a full 75% discount from normal charges. We feel that we have been very fair with this customer in offering such discounts even though their warranty expired over 2 months ago. Further, I would like to take this opportunity to request that in future communications with our employees, the customer refrains from using abusive language. I can appreciate their frustration in having to pay an invoice for a service that is out of warranty – however small that invoice amount is – but there is no place for R-rated language in mature business dealings. We have documentation available upon request to substantiate all of the above information. The customer is on our schedule today to address the repairs as agreed upon.