Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/28/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Affordable to have my septic system pumped. They came up and pumped one of the tanks, but not the other. I had dug out the tank they pumped, but they still charged me a "dig fee" of $189. I forgot to dig out the second tank. They did not dig that one out, nor did they pump it, and they charged me $700, which is expensive even for two tanks. I had my attorney send them a letter requesting a refund of my dig fee and to finish the job. I dug out the other tank, and they refunded the dig fee, but said they would not return to pump the other tank. They contended they refunded the dig fee "only to get me off their back" (direct comment from the office manager). I called back and talked to the owner, who said he would send someone up to pump the other tank for another $700. That would have put my septic pumping at $1400, roughly 3 times what the going rate is. So I called another company, *************, who came and did the service for $475, which included both tanks, since the person who came to do the work noted that there was so much sludge in both tanks, and they were full to the brim, indicating there is "no way these tanks have been pumped out, even in the last 3 years, and certainly not last October" (his words). I am requesting a full refund of the $700 I spent, since having to pay another company to do the work I had paid them for.

  

  Business Response

  Date: 03/11/2025

  Please note that when we booked this appointment with this client, we inquired if the septic tank lines were exposed (as this is our policy & we ask every client this question), this client stated that yes the septic tanks lids are exposed. Also the client did not state that he had two tanks on site, had he requested that we pump both tanks at the time that we were scheduling the client the pumping appointment - We would have instructed our technician to pump both tanks. Upon our arrival, neither one of his tank lids were exposed. Our technician had to not only locate the tank lid, he also dug it up, in order to provide the homeowner with the pumping service that he had hired us to perform.  This client states that not only did we not dig up the tank lid, that we did not pump his tank at all - This is not accurate information, as our technician has worked for us for many years and ALWAYS performs the work that is on his schedule.  All of our employees in this division make the same amount of money, no mater how much work is performed, therefore there is not an incentive to charge clients for work that was not performed.  Please see our attached pictures of the septic tank lid that we had to expose in order to pump the tank.

  We did send the client a refund for the $189.00 fee for digging up his septic tank lids, per his request form the lawyer letter he field to us - We did that only to keep our client happy.  He did call back and speak to the owner and requested that we come back out and pump his septic tanks again for FREE!  We advised him that we were not in the position to perform work for homeowners for free, therefore we declined his request. 

  We are very transparent in our pricing and advise all of our clients of the costs for our services, prior to us arriving at the property to perform any services.  At the time, the client hired us to perform this work, based on our pricing and availability.

  It is our position that we performed the work, (digging up and exposing the tank lid, pumping of the septic tank and disposing the waste at an EPA toxic waste site) - Therefore we will not be refunding this client any additional monies, as he has requested.

  We are an honest and reputable plumbing, excavation and septic pumping company that values our clients - It is unfortunate that we could not satisfy this specific client, as we always try our best to offer quality service at an affordable price.

  Thank you,
  

  *** ***** - Office Manager 
  

  Afford-A-Rooter/Affordable Septic and Denver Water and Sewer 
  ******************************
  ***********,  CO 80021
  ************ - Septic Division 
  E-Mail - *******************************************

   

  Customer Answer

  Date: 04/19/2025

   
  Better Business Bureau:
  
  

  To whom it may concern,

  Please note that the company, Afford-a-Rooter, has elected to send my money back, since they were not able to perform the service. In consideration of this I would like a notice sent to them that the complaint has been resolved. Thank you for your assistance in this matter.

  **** ******

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had a truly horrible experience with Afford-A-Rooter. They don't seem to care about their customers or for doing the right thing.I called them in March 2022 to do a simple installation of a shutoff valve for a new refrigerator. ***** came and installed a plastic one since he didn't have the correct parts. The plastic valve leaked overnight and flooded my kitchen, destroying my wooden floors in the process. I called ***** to tell him about the leak. He came by, replaced it with another valve and offered to help fix my floors. When I asked him if he had time to come by, he said he'd call me back. He never did. I called and emailed the company. My niece had to call them to get a manager to help because no one replied.In April, I was told that ***** would file the damages through his insurance to pay for replacement flooring. After months of waiting, we came to an agreement to have my floors completely replaced. They had a contractor, ******, who was going to do the project for us and ***** was going to pay him. After we had selected the flooring, we learned that ****** wasn't able to get a hold of ***** to get his money. In August, we were told that ***** had been arrested and he wasn't going to get out of jail for another year.I still haven't received payment for the damages they had agreed to pay and they haven't refunded me any of my money either or offered to make amends. I appreciate that *** has tried to resolve our problem, but it was not enough and didn't result in any solutions. This company is not worth the trouble because they won't take responsibility for any of their own mistakes.

  

  Business Response

  Date: 04/24/2023

  ***,

  As I mentioned to you perviously, we thought that ***** had resolved this issue - My apologies for him not following through.

  Can you please send us your invoice for the new floor and the installation, I see what we can do on your end. 

  You can email us at "**********************************.

  Please call me at ************, with any questions.

  Thank you,
  

  ***************** ************

  Afford-A-Rooter
  *********************************>***********,  ** 80021
  ************ - Main Office
  E-Mail - **********************************
  Visit our website @ www.affordarooterplumbing.com

   

   

   

  Customer Answer

  Date: 06/01/2023

  I've attached the email reply that I sent *** from Afford-A-Rooter, which includes the estimates and invoice for our floor damage. 

  Customer Answer

  Date: 06/20/2023

  I wanted to give another update. The owner of the company, ******, came by to talk. We have resolved our complaint with Afford-A-Rooter.

• Initial Complaint

  Date:08/19/2022

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired afford-a-rooter to repair our main water line. They provided us with an estimate. The estimates all led us to believe excavation was required to complete the job, which was good news for us because we have insurance that will cover buried lines but not plumbing inside the home. On the day of “excavation” the crew came out and assessed briefly, called out the heavy machinery and then indicated they were going to try to repair from the inside. They were able to repair the water line in 2 hours without any excavation required and minimal parts required. I called after the crew left to ensure the price would be adjusted accordingly and was told, there would be no adjustments made. When I spoke with the owner, he said he schedules out per job but no where on any of the estimates does it indicate that. He did concede 1100 in the end and provided us with an itemized invoice…many of the items having not occurred on our property. We simply do not feel comfortable paying any dollar amount over what we have already paid (1875) for the work completed given that there has been blatant fraud of what services were completed and the disrespect shown by the owner of the company.