Franc Environmental Inc - Worcester, Pennsylvania

John T.

Wind River (specifically Franc Environmental, and James) has been the most difficult experience that I have ever had as a customer. The customer service team and James in particular, were lacking in any sort of communication, made decisions on the project without my approval or knowledge, and when confronted were incredibly condescending and rude. The only real explanation for the complete failure in communication was that James had "a large amount of customers", as if this is in anyway excusing the utter ineptitude.

About a month ago, I purchased a home with a cesspool, and needed the lid to be made water-tight. A few days after moving in I contacted Wind River as the existing cesspool provider for the home to evaluate options around a lid repair. Shortly after I received a verbal estimate range, and confirmed that I would be happy to move forward after receiving a written quote.

Weeks go by, during which I continue to attempt to contact James to get the written quote. I continue to get the reply that he is "confident" in the range but will have a more accurate estimate in a day or two. Eventually I contact the main company phone number and learn that the work has been scheduled with no written quote, no confirmation, no anything, and that the contractors will be at my house later that day. Twenty minutes later the contractors knock on my door to begin the work. After another 20 minutes, I receive a text that the work is done, and later that day go to the backyard to look at the progress and see a large barrel covering the previous lid, about 3 feet high (a completely different project than what was quoted). James then texts me, without having my approval to text, that I am being charged less for the project since they did not do what was proposed. James and I proceed to go back and forth for a day or two on how they can fix the lid to what was originally discussed, rather than just leaving this eyesore in my backyard, until he goes AWOL yet again. My wife and I now are continuing to call the main company number daily, being told that the issue is being escalated and we will hear back in - you guessed it - "a day or two".

After a lengthy series of escalations, we finally hear back from James that the work can be completed (with a contract this time!). We schedule the project for a few days out, and the contractors come on site only to tell me that they can't complete the original proposal that was quoted by their own company. I attempt to contact James but am sent to voicemail, only to receive a dismissive call back a few minutes later that they can either refund me my initial service charge and leave the lid as is, or continue with the inadequate new proposal.

At this point, I've sunk too much time into this company to leave without a fixed lid so agree to the work, but feel that the experience needs to be shared so others can avoid a similar fate. The entire process was extremely shady, lacked transparency but made up for it in dishonesty. Suffice to say I cannot stress enough that you should avoid working with this company.

Mike O.

updating: Manager reached out. After the initial review and began process to remedy the issue.

Had the hydraulic unit replaced at a new property. The tech came out several times before “completion.” When the property was occupied months later the tank overflowed. An emergency tech came out and found that Franc had never finished the installation, leaving rocks in the valves and no o rings.

I called Franc to address the issue and it took 3 weeks to get someone out. The tech was great at analyzing the issue and confirming what the emergency tech saw but its now 3 unreturned messages and a month later and no repairs in sight for the damaged system, improperly installed hydraulic, or control panel improperly wired to the hydraulic.

Michael S.

Would like to second previous glowing feedback on the service provided by Brandon Stills. Professional, thorough, meticulous, and in every way first-rate.

Racheal T.

Amazing service, Breondon was super polite and very professional.

Timothy M.