Down's Septic & Drain Inc

“Loved Downs for years, but once Wilson took over the management / scheduling / customer service is one-star at best. No issues with the pumpers / techs, but had to call multiple times to request an appointment, nobody called until 20 minutes prior to arrival to schedule, they marked the job as completed despite NOT completing the work because I couldn’t provide payment with 20 minutes notice while I was off site at work. And not a single call back from their schedulers to try and rectify the situation or notify us the tank wasn’t pumped, despite their automated system stating the job was complete. Will definitely find another provider.”

“This is not a 2-star rating because of they employees. The service technicians were great; they were courteous and professional, which gives them the extra star from one. However, this rating is for the following reasons: 1) Ever since Downs Septic got purchased by Wilson, they are ridiculously expensive. I was experiencing an issue with my septic system. Technicians came out a few days later for assessment. At minimum, the quote they provided me was 3.5x more expensive than the competition. However again, the techs were not confident that the $700 solution would work, so they quoted me a proposed solution at 7x higher than the competition. Think about that. A competitor quoted me $200 for a solution, which resolved my issue, and at 7x more expensive, Downs quoted me $1400 for a solution. That is absolutely absurd. 2) They are using too much AI customer service, and on top of that, I was bombarded with follow ups. I got requests for follow-up multiple times a day from different representatives. After all the requests, I finally responded and explained how absolutely exorbitant their prices are, and only then did they tell me that they price match. Now, I get why they wouldn't state that up front, but still, the prices and bombardment of follow-ups created a poor customer experience. I am hoping Wilson reads this, and their recent negative reviews, and considers changing their business plan to be more like Downs (affordable, competitive) and much less like Wilson...”

“**ANOTHER UPDATE: it has been six weeks and they still refuse to issue my refund as promised. They are once again avoiding my calls and making excuses. I have yet to receive any compensation. **UPDATE! Magically, a moment ago, I received a phone call from the plumbing manager who immediately told me a check for the refund is going in the mail tomorrow. Looking forward to receiving it! I have debated for a while if I should share my experience with Wilson/Down's Septic and Drain because I wanted to give them a chance to correct themselves first. Since they have been dodging my calls for months, I have decided to share my experience. In 2022, we discovered some issues with our laundry room plumbing, mostly starting with a laundry sink that wouldn't drain anymore. I hired one small-time guy at first who admitted the project was over his head, and Down's Septic and Drain was a local business in Peninsula with excellent reviews. Long story short, they fixed the issue for us (for several thousand dollars) but it seemed like the perfect fix. They were able to re-route our drain, send it through a new wall, etc ... and for a few months, I was very happy with the repair. I did notice that every time the washer drained, water came back up into the laundry room from a small drain but I was promised that would be fixed when they installed a vent (which they never mentioned before and did not intend to come back and fix unless I said something). Soon after, it turned out the plumbing stack they had re-routed the drain water through couldn't handle it, the fixture had rusted through and never should have been connected to in the first place and our washer was now dumping directly behind the wall in our basement! On top of that, the line they had tapped was not a sewer line but a storm water line that should absolutely not have soapy water dumped through it. We immediately discontinued use of our laundry room and moved our washer into another part of the basement and ran our own water hookups and dump line to an appropriate drain. Since then, we have had technicians from Down's out several times over the course of the next year to address flooding in the garage (another side effect of the laundry room work they did) and the water dumping behind the wall. They added dye to our water to try and find another hookup, they brought out a camera and a snake, and I've dealt with numerous phone calls from various technicians who cannot find a solution outside of paying them tens of thousands of dollars more to dig randomly around the front yard and "see if they find anything". Their company guarantees their repairs for one year, or they will be made right for the customer. Their repair failed us within a few months. At this point, they continue to send me monthly text messages and phone calls asking me to hire them for a seasonal promotion, but they can never seem to connect me to any supervisor or manager. I've called several times this year and every time I call, the manager is "in a meeting". I am assured they will call me within the next day, but they never do. I am seeking a refund for service failure and they refuse to contact me. I am strongly disappointed because their company had excellent reviews on several websites, and the technicians have always been pleasant and helpful. The inspector who came and decided the repairs had failed admitted they never should have been done in the first place, and it was a mistake to tap that line. I hope Down's will come through and make this issue right.”

“While the plumbing technician was knowledgeable and professional, the pricing for simple services was outrageous. It was double the cost at another company. No estimate provided until the service call. Of course, there was a $89 fee for the service call. This is certainly not the service I received in the past , before it became a Wilson Compnay. So disappointing. I woukd not recommend this company.”

“Recently bought by Wilson's. Now I can't get my urgent septic issue addressed for a WEEK. The old Down's never made me wait more than a day or two. NO LONGER DOWNS SEPTIC”