Refund & Service Policy

Our Service Commitment

At Ernies Discount Rooter Service, we are committed to providing reliable, professional septic tank pumping and drain cleaning services to our customers in the Upland, CA area. We stand behind our work and strive to ensure complete customer satisfaction with every service call.

Quality Service Guarantee

We guarantee that our septic pumping and drain cleaning services will be performed professionally, safely, and in accordance with industry standards. Our experienced technicians use proper equipment and follow established procedures to ensure effective results.

Service Warranty

Standard Warranty Period

We provide a 30-day warranty on all routine septic tank pumping and drain cleaning services. This warranty covers:

• Materials and workmanship quality
• Proper service completion as agreed
• Follow-up for service-related issues
• Re-service if initial work was not completed to standards

What the Warranty Covers

Within 30 days of service, if you experience issues directly related to our service work, we will:

• Return to inspect the issue at no charge
• Re-perform the service if our work was deficient
• Provide additional service calls as needed to resolve the issue
• Address any concerns about service quality promptly

Warranty Exclusions

Our warranty does not cover:

• Pre-existing system conditions or defects
• Damage from external factors (roots, ground shifting, weather)
• System failures due to age or neglect
• Damage from improper use or maintenance by customer
• Natural wear and tear
• Emergency service callouts within 30 days (separate terms apply)

Refund Policy

Service Refund Eligibility

Full or partial refunds may be provided in the following circumstances:

• Service was not performed as agreed or described
• Our technicians were unable to complete the agreed service
• Charges were made for services not performed
• Duplicate charges or billing errors
• Service did not meet reasonable expectations due to our error

Refund Process

To request a refund:

• Contact us within 7 days of service completion
• Provide service details and specific concerns
• Allow us to inspect and address the issue first
• Provide any relevant documentation (receipt, photos, etc.)
• Work with us to reach a satisfactory resolution

Refund Timeline

Approved refunds will be processed within 5-10 business days and issued via the original payment method. The exact timing may vary depending on your financial institution.

Emergency Services

Emergency Service Policy

For emergency septic services (available 24/7), our policy includes:

• Immediate response to emergency situations
• Rapid assessment and initial service to resolve immediate hazards
• Follow-up service scheduling for comprehensive resolution
• Clear communication about service scope and pricing

Emergency Service Refunds

Emergency service refunds are evaluated case-by-case. We will refund emergency fees if:

• The emergency assessment was not properly completed
• No actual emergency situation was present
• Service was not provided as described

Satisfaction Guarantee

Our Promise

We are committed to your satisfaction. If you are not completely satisfied with our service, we want to know about it. Our goal is to resolve any concerns quickly and fairly.

Resolution Process

If you have concerns about our service:

• Contact us immediately to discuss the issue
• We will investigate and respond within 24 hours
• A supervisor may be assigned to handle the situation
• We will work with you to reach a fair resolution
• Your feedback helps us improve our service quality

Billing and Payment

Payment Terms

Payment is due upon completion of service unless other arrangements have been made in advance. We accept cash, check, and major credit cards. For commercial accounts, payment terms may be negotiated separately.

Billing Disputes

If you believe there is an error in your bill:

• Contact us within 7 days of receiving the invoice
• Provide specific details about the disputed charge
• We will investigate and respond within 3 business days
• Adjustments will be made if an error is confirmed

Customer Responsibilities

To Qualify for Service Warranties

To maintain service warranty coverage, customers should:

• Provide accurate information about their septic system
• Ensure clear access to service areas
• Follow recommended maintenance practices
• Report concerns promptly
• Allow us to investigate issues before seeking other remedies

Service Limitations

What We Cannot Guarantee

Due to the nature of septic systems and underground infrastructure, we cannot guarantee:

• Complete elimination of all septic problems permanently
• Resolution of issues caused by pre-existing system defects
• Prevention of future problems from external factors
• Performance of systems that were not properly maintained
• Results in systems with significant structural damage

Service Area

Our service warranty and refund policies apply to septic and drain cleaning services provided within our primary service area of Pomona Valley, including Upland, Rancho Cucamonga, Ontario, Montclair, Chino, Claremont, Chino Hills, Pomona, and surrounding communities. Additional travel areas may have different terms.

Contact Us

If you have questions about our refund policy, service warranty, or need to discuss a service concern, please contact us: