Just-in Time Septic Pumping Services

We both laugh as we really do live up to our name - Just in time! LOL

It is important for both Justin and I to verify to our customers that we are people of our word and deliver and promise.

We both thank you for your trust in our company and allowing us to provide you with services.

Many blessings,

Kirsten & Justin

Thank you, thank you and thank you!

We welcome you to the West County area and we are both delighted that we were able to help you get you all back to working order. You are a rockstar for helping to get the word out about our humble family business

Ms. Laura is failing to be forthright on the true course of events pertaining to today's visit. As service providers we had one of the worst customer experieces!

She intentionally fails to disclose to the public that we exercised our right and refused to perform services for her; no work was performed, no money was exchanged thus she's not a customer of ours. Her review violates Yelps policy as - only a customer of the establishment can leave their HONEST experience in a review. A customer/consumer is someone who pays for goods/services.

Her abhorrent, demanding and escalating behavior immediately caused alarms to the extent that we felt the need to walk away.

We operate an honest, transparent service including disclosing our flat rate pricing at the time of scheduling. During Ms. Laura's intake call she was asked the total gallons of her tank and with absolute certainty she stated it was 800 gallons. Never did she express she only wanted 800 gallons, in fact, I made sure to reinterate that we don't charge per gallon. No local pumping company can perform a per gallon service as there's no way for providers to calculate partial pump outs due to how the truck system is made.

Further, to become enraged over a small endurement phrase speaks volumes on HER character. I've been answering phones for plumbing/septic services since I was 7yrs old as my parents once owned a large popular plumbing company here in Sebastopol. Besides being a third generation Sebastopolians and knowing many in our community, we also receive many accolades and have made long-term relationships due to an initial friendly conversation. This is a first experience for us dealing with a customer negativity over a term of endearment.

In the 24 years of operating in this business we have only had to walk away from a customer/job on FOUR occasions. We take pride in providing golden standard services for our local community. However, we are not going to be verbally accosted or held hostage by a negative review to be forced by a homeowner on how we should do our job and at their dictated price.

Maybe Ms. Laurie should reflect on how she treats people as its not only us who endure her despicable conduct, those around her freely express how deplorable she treats people on a consistent basis.

We truly appreciate you sharing your experience with our family business. It was an absolute delight getting to work with you and getting your system to working order so you can focus your energy on your beautiful family!

This reviewer is egregiously misleading Yelpers by omitting factual truths, for instance: Stacy was REFUNDED for the septic report fee.

After emailing the septic report multiple times even suggesting mailing a physical copy to her address (which Stacy refused and insisted on only email delivery), it was clear there was an issue with the electronic delivery of the septic report. Since we were having such a difficult time getting the report to her, we elected on our own fruition to extend a one-time courtesy refund for the inspection report fee for the amount of $250.00. Even though we did perform those services we felt it was best to just return the fee and resolve this issue with Stacy in the effort of providing Golden Standard customer service.

The total for ALL of the services provided for Stacy was $1045 – That included: pumping hazardous waste out of her septic tank, performing a hydro load test to verify that her leach lines were accepting water, pictures, visual inspection, composing a written report and disposal fees for dumping her septic waste. She received more services than just a “Septic Report”, those additional services were rendered, and expenses were incurred to perform all of those services.

After refunding the $250 Stacy continued to demand more, she wanted the entire amount to be refunded. We performed all services contracted including the written septic report, she received the benefit from our services including knowing that her septic system passed for the sale of her property. We refuted her demand as she received those services which she benefited from for her real estate transaction, we incurred dumping fees which were paid on her behalf and the fact that there was absolutely NO workmanship issues to warrant a full refund.

We are all human and as business owners we take full responsibility if we stub our toes on performance. In this case we performed flawless services, it was an isolated issue with email delivery of a report to which we attempted to resolve on multiple occasions even with the lack of full co-operation from the customer.

It is unfortunate that we went above and beyond for this customer, and she still chose to besmirch our good name.

* July 17, 2023 UPDATED REPLY *

Thank you for your recent response substantiating that you were never a customer of ours and validating our claim that our customer had a legal easement. Easements do not have a clause requiring a 24-hour notice, the party who owns easement rights has the privilege to perform as recorded. Since this easement was purchased solely for our customers septic system he had the authority to maintain and hire repair services at will.

Further, our vehicles are regulated by DMV and we are in compliance as they are class C vehicles. We do not have to meet the same DMV demands/regulations as you do with your class A & B tow vehicles. Another allegation that does not apply to us.

It is apparent that your reviews are maliciously intended and an effort to defame our character. You continue to make snarky baseless jabs, throwing all sorts of venomous allegations that are false but a spiteful attempt by you to place harm upon our
family business. We do not carry the same feelings, we have no spite towards you even after your multiple attacks against us. We are just a family business who maintain proper licenses and insurance so we can conduct golden standard services in the community I was raised in and are currently raising our family.

Again, we have never been hired, paid or solicited by you for services. As you admit, you have not been a customer of ours, this is solely an attack by you due to the issue(s) you had with your neighbor.

Your recent updated review corroborate our claims on this entire matter; this review violates Yelp policy as you confirm that you were never our customer, you stoop to bullying tactics saying awful unjust words about appearances, you not only verbally accosted Justin onsite but continued here on Yelp, you confirm that you have no valid claim against our company as all your rhetoric changes in both reviews. It's all petty criticism.

Absolute disgraceful conduct from an adult, let alone someone who knows the reality of providing small business services in our area.

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This is 100% false, deceitful and erroneous review.

This is a DISGRUNTLED neighbor who purchased the neighboring property to our long-time valued customer. This neighbor purchased the property to operate his local towing company from and to build a detached building for his operations. He found out that this neighbor had a valid legal easement right for their septic system on his property that was brokered, paid for and recorded with the County with the previous owners. He was beyond disgruntled that he had his neighbor’s septic system on his property, and it prevented him from building on his property in that area. His anger was further fueled by the neighbor walking in that easement area and when the neighbor hired contractors to perform services on the septic system.

During services this defamer approached Justin screaming at him about the services, demanding that we forward all documents pertaining to the services we have provided to date and screamed nasty obscenities. Justin informed him that we could not provide any information or documents unless he had a court order, which he further berated Justin with vile obscene words and gestures then left the area still yelling indecencies.

The picture posted was crafted to project a situation that was not truthful. Upon arrival we greeted our customer with a mask as suggested by the CDC, we discussed COVID compliant conduct with our customer and then went to provide services outside which did not require masking. Our customer approached our technician without announcement nor wearing a mask as it was discussed with him COVID preferences. At that time, we performed our due diligence pertaining to performing services during COVID; daily temperature checks, masking, sanitization, weekly tests and etc. We still take our duty as services providers and being in/around our customers to heart and do our absolute best to ensure everyone’s health safety.

We have reported this fraudulent review to Yelp on several occasions as it violates their own guidelines: “ .. reviews are personal,… consumer experience(s)..”. A consumer is “a person who PURCHASES good and services for personal use”. This slanderer has NEVER hired, paid, solicit, called or conducted any business with our reputable family business company, this is his malicious intent review to defame our character and good name all due to his hostile relationship with his neighbors easement.

It is surprising that a person whom himself owns/operates California Towing and a DJ small service businesses would conduct himself in this manner along with willfully make slanderous egregious statements against another family operated service company who has never been hired by him. Shows his compromised ethics!

We operate, conduct business and contribute to our community in full transparency.... wonder why a person would make a libelous review hiding their true identity?

We have no record of doing any business for a Jasper. Nor does Justin recall a job like this.

We do charge $85 an hour to unearth to gain access to the lids of the septic tank so we can lift the lids and properly pump both the liquid and solid chambers of the tank. Most homeowners want us to leave the lids exposed for access or possible installation of risers (as risers are current building code requirements for septic tanks and the proper way to gain access). Unless the homeowner expresses for us to backfill the exposed lids, we do not perform that task.

Our pricing structure is flat rate with the exception of the hourly fee for exposing a septic tank, if a customer wanted the additional service of sealing a tank Justin would have a simple discussion with the customer for those add-on services detailing the proposed work along with a flat rate to perform.

Paying us $85 an hour is for a specific task, we are not $85 an hour for whatever the homeowner wants us to do. We are specific about our pricing and fully communicate with our customers to thwart any misunderstandings.

How sweet of you, we truly appreciate the recognition as Justin and I work tirelessly to ensure we are doing right for our customers. Not only are we providing services for our local community, but we are raising our family here as well, so we are truly invested for the betterment of our beloved community.