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Transou's Plumbing & Septic complaints

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5752 Hampton Road
Clemmons, NC 27012 | Get Directions

(336) 893-6516

https://www.plumbwithfamily.co

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Total Amount in Dispute:
$11,000.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Transou's Plumbing & Septic closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Transou's Plumbing & Septic

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8/17/2022

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $11,000.00 Amount Settled: $0.00

Customer Complaint

7/25/2022

They dug up our yard to put a new tank in our yard. Our yard sank the next day. The owner, Brandon, came out personally. We were given a one wheel barrel full of dirt. Since then, I was in the yard this week and my leg suddenly went down into the ground up to my hip. I have MS and I hurt my hip. Someone had to come and pull me out. After the dirt was delivered the owner texted me "were done." I had many issues with this company. It took from February to June to complete our yard. The owner treats me like I don't know anything. The basement still leaks but they said the leak isn't something that's their fault. We paid 11,000.00 to this company and that's outrageous given the problems. Resolution Sought Fix my yard so I don't suddenly fall into the ground. I hurt my hip badly. It scared me to death.

Company Response

8/1/2022

After reviewing the complaint provided by Mrs. VonCannon, we can assure you that the accusations listed are inaccurate based on the evidence we have from our meticulous record keeping. The foundational complaint stems from a landscaping issue. We make it clear to all of our customers, as well as Mrs. VonCannon on multiple occasions, that we provide rough grading when the install is complete and that a landscaper will have to come out immediately when we are finished to bring the land to the specific desired result of the customer. At the conclusion of VonCannon's job, we placed the soil where it belongs and to the contour of the land as we do with all of our jobs. A final inspection was completed as well as pictures taken to document the work. Mrs. VonCannon did not bring in a landscaper as advised and over time and through multiple rain storms, her yard became unsatisfactory to her liking. She reached out to us about her yard and we explained our policy again but since we thrive on providing excellent customer service, we attempted on multiple occasions to go above and beyond to bring the yard to her liking. She refused to get a landscaper still and it came to the point where we could no longer be of service and what was continued to be asked of us was outside of the scope of work that our company provides. As for the plumbing complaint, the leak Mrs. VonCannon speaks of does not pertain to any work that was done by our company. This was verified by a visit by our owner and two of our licensed plumbers.

Customer Rebuttal

8/2/2022

We have dozens and dozens of pictures as well. I did speak of getting a landscaper but Brandon insisted on fixing the problem himself. Stating things happen and he would make it right. I have contacted the county health department as well. Our yard should not suddenly give way while walking injuring the homeowner.

Company Final Response

8/16/2022

Company states; As stated before work began and multiple times throughout, all ground settles after completion of a septic tank installation. Settling can vary based on the weather and soil conditions. Your job settled as normal and a landscaper was to be hired immediately to bring your yard to your desired condition. That type of work is outside the scope of what we provide as signed by you in our contractual agreement. We made multiple site visits after completion to see if there was any merit to your complaints and all we found were small holes dug by your pet. We took pictures and you can clearly see the claw marks from an animal. If your leg went into the ground, it was from what the animals created. We brought two wheel barrel loads of dirt to try to help but nothing would suffice. It did not take from February to June to complete the job.

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