Aqua-Test

We were having issues with our septic pump and contacted Aqua Test for an estimate on a new pump on April 14^th, and the soonest availability they had was on April 19^th. We had to call and confirm if they were still coming on April 19^th rather than be contacted for confirmation. The rep came out and seemed very grouchy and irritable as he noted he had been driving all over that morning as they are very busy as he seemed put off coming to our property. He looked at our pump and noted it was working but may need to be changed. I addressed our concerns and requested an estimate. He stated the office would be sending this, as he does not handle the estimates. On April 26^th we had still not received any communication. I contacted Aqua Test for an update on the quote, as our pump was still faulty. After several days, they contacted us with a quote as they were confused on which pump was needed as the rep that came out didn’t confirm. We finally received a quote on April 27^th. I replied the same day requesting some revisions to the quote, as well as speaking with the rep. She was not clear on answering some questions, and stated the person who handles the quotes would get back to us. It is now May 4^th and we still have not received any updates. On May 2^nd, we received a $ 150 bill for a service call. I contacted Aqua Test on May 3^rd stating we were under the impression that this was for an estimate, and not a service call. I asked why a fee was not disclosed at time of setting up the appointment, as well as at the time the rep came to our house. She stated that they usually disclose this fee and that they are under going staffing issues and that it’s a training thing. She asked if we still would like the revised quote, however, the person who handles the quotes is out of the office. Please make sure when contacting to confirm any fees for any visits.

I would discourage people from calling this company.
I started to notice stinky water saturating my back yard last weekend and looked at reviews of local septic tank companies. Based on those reviews I decided to call a company called Drain Pro out of Puyallup. Drain Pro informed me that they do not service Federal Way and referred me to Aqua-​Test.
I immediately called them and spoke with Todd, who informed me that he could most likely be out to my home later that day or at the latest first thing in the morning. I took the day off work to accommodate. They never showed, no phone call. The next day I took the first half day off work thinking they would show: at 9:37am when they still were not here I called the office and spoke with Kris who said she would have Todd give me a call. Todd called me shortly after that and explained that he got stuck on another job but he would be able to come out later that day to take a look at my problem. I asked him to give me a courtesy call at least 1 half hour before arriving at my home.
Todd called me at 4:25pm that day to explain to me once again how he had gotten stuck on another job and that he would be able to meet with me the next morning at 7:15am. I agreed to the meeting and once again took the morning off work to accommodate. Todd showed up the next morning at 8:30am apologizing for being over 1 hour late and we began to look at my very saturated very stinky back yard.
After explaining to me how this was going to cost me a lot of money to repair Todd took my email address and told me that he would send me a proposal to sign and we could start the work probably the next day but no later then Friday.
Friday arrived and I had still not received an email. When I called back at 11:30am to speak with someone about the delay I got the answering service. By this point I was fed up with the lack of communication and left a message explaining this and saying that I was going to use another contractor.
I received a phone call from Kris at Aqua-​Test at 2:11pm today (still Friday) who told me that she just wanted me to know that she did in fact send me an email within a couple hours of my meeting with Todd. As I was replying to her I got in the word «well» when she interrupted me and said «I hope you have good luck with the other contractor.» and hung up the phone on me.
I then decided to look in my email at the spam folder to see if the proposal had been sent there. It was there but she had not sent it the same day as my meeting with Todd as she stated but the day after. At any rate she very rudely hung up on me before we got a chance to discuss it.
MY BACK YARD IS NOW IN A WORSE STATE THAN IT WAS WHEN I FIRST CALLED AQUA-​TEST AND I AM BACK AT SQUARE 1. THANKS AQUA-​TEST, FOR WASTING A WHOLE WEEK OF MY TIME AND COSTING ME 16 HOURS OF LOST WAGES TO ACCOMMODATE YOUR SCHEDULE.

Aquatest is an excellent company. They have taken care of our septic system for us in two different houses for over ten years. They have excellent service. I have called the technician on the weekend and he has answered the phone and helped walk me through an issue. He then promptly drove out to the house on Monday to deal with our problem. They are trustworthy and explain everything very well. We highly recommend them.