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:06/20/2023

  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.

  Monday May 22. Could not flush or run water and sewage was backing up into shower close to septic tank. Called company that service our septic they could not come until Friday May 26 Desperate for service found Rooter Plus Was quoted a price of $250 to pump **** gallon tank would be out May 23. On arrival I told ***** we needed our tank pumped He lifted the white cap part of our system and said you have quite a buildup, looks like your lines to drain field are clogged Looking at $11,000 to repair but hold on I can help with discounts I can do it for $3500 I asked for what he says for treating drain field with Oxidizer Jettison the lines for clogs I asked about the excessive rains impact on drainage he said nothing to do with drain field He lifted the lids and said the sewage/water was 4 to 6 inches above where they should be and if not addressed could end up costing $15,000+ I said just pump the tank He Refused said all are none due to liability to company My husband is 85 I am 78 not knowing how soon we could get someone out Our house with sewage in shower and could not live in our home until tank was pumped and not knowing the seriousness of a drain field was to much so we agreed to the work After work was done we received itemized email and knew we had been taken The Oxidizer their product was $1,517.71 on the bottle says used for Maintenance. We don't know what was actually done the Jettison was a total of $640 the filter was $467 Talked To *********************** Manager and asked why ***** refused to pump our tank as that what we called and asked for He says because we don't want you spending your money when it's not going to fix the problem I asked about the maintenance description on the oxidizer bottle vs a treatment to rejuvenate the drain field and treat bio-mat as they claim **** says it works because it's our product. We were led to believe they would just pump then came fear of drain field and costs Preyed upon due to our urgent situation and lack of knowledge

  Business Response

  Date: 06/22/2023

  Customer called us 5/22/23 at ****** and booked a call for 5/23/23 8am-12pm.  We sent a technician out to the house. He arrived at the property the next day at 9am as scheduled.
  He opened the tank, and the tank was overfilled and coming up into the riser.  
  
  Our technicians are very knowledgeable and believe in solving customers issues at the root of the problem.  We try to get all our technicians to do this and not just put a band aid on something for a cheap price and have them deal with the same issue in 30 days.  That is why my technician did not think it was wise to only pump the tank.  It would not have solved the problem and the customer might be looking at a bigger mess in the house when it backs up next time.
  
  So, he gave the customer three options:
  
  The first option included pumping the tank and making other repairs that were needed.  This quote was for $2092.
  
  The second option included everything in the first option and a treatment for the failing drainfield.  We have used this product for almost 20 years and have had tremendous success with it and it has saved customers hundreds of thousands of dollars by not having to install a whole new drainfield.  This option was $3600.92.  It also comes with a one-year warranty on the treatment of the drainfield.
  
  The third option was for a whole new drainfield at a cost of $11k+ for their four-bedroom house. 
  
  The customer chose the second option.  We performed the work and collected for the job performed.
  
  The customer called us back 6/2/23 stating there was sewage and debris in the yard. We sent the technician back out 6/3/23.  He opened front and rear riser lids. Levels were below operating levels.  The tank wasn't even full yet. If there was a mainline blockage it cleared itself before we arrived. We pulled out a chunk of grease and showed her this will clog drains up. We did not charge for the trip.
  
  The customer claims we preyed on them due to their urgent situation.  We came out immediately when there was sewage in their house.  We thought we were doing everything in our power to help this couple.  Most homeowners are lacking knowledge with regards to their septic tank, and we always try to educate them.  I am not sure why we are being portrayed as a bad company for doing the work that the customer agreed to and solving all their problems.
  
  What resolution is the customer looking for?

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20211915
  
  I am rejecting this response because: As stated in my original complaint, The technician lifted the white cap and said you have quite a buildup. Lines to drain field are clogged. You are looking at $11,000 to repair. He then said he could work on a few discounts to lower the price. Came back with $3,500.00. Tech refused my request to just pump the tank, as he put it due to liability to company. ****, manager, explanation was he didn't want you to spend money etc.

  The only options given were $11,000 and discounted $3,500. The written statement that three options were given and the order in which they were given in are blatant lies. Never discussed an amount of $2,092 for pumping tank and making other repairs. What Repairs? The $11,000 cost was the first option not the last.

  Rooter Plus Oxidizer bottle containers says for maintenance, not rejuvenate and treat bio-mat as claimed at price of $1,517.71. See Exhibit #1 Invoice and picture of oxidizer containers at price of $1,517.71. See Exhibit #2 ******* of ****** Health article Additives and your on-site ***************** System. Now there is concern that my drain field has been compromised with the application of this oxidizer.

  Our 4 bedroom home is occupied by three (3) people

  The septic tank is located approximately 50 ft from shower that had the backup sewage. There was a substantial amount of rain during the days prior to backup, the ground was saturated, it would stand to reason that a saturated drain field from heavy rains and the need to pump our tank would cause a backup into the nearest outlet, that being the shower in the guest suite. See Exhibit #3 Article/Rain can cause Septic backup or Septic drain field failure. Exhibit #4 Picture of Septic tank in proximity to our house. 

  We have a **** gallon septic tank but was charged additional $100.00 for additional 500 gallons of septic overfill. See Exhibit #1 Task A7802. System brought back up to GA Code. Approval Code *******, could not find please provide.

  Symptoms of Failed System

  Wastewater backing up into household drains - Guest Suite Shower

  Bright green, spongy grass on the drain field, even during dry weather - None, tech did not know where drain field was and didn't look

  pooling water or muddy soil around septic system or in your basement - None

  A Strong odor around the septic tank and drain field - None

  Yet we were told it would cost $11,000.00 to repair

  The call on 6/2/23 stating the white cap had blown off and there was sewage and debris in the yard. See Exhibit #5 picture of blown white cap and debris

  Tech insinuated I put grease down the drains and that would be the cause of a blockage. this after the so-called hydro jet main line on 5/23/23 that comes with 1 year warranty good for 1 free stoppage clearing on mainline at cost of $320.83 See Exhibit #1 invoice dated 5/23/23 and Exhibit #5 picture of blown white cap and Exhibit #7 invoice dated 6/3/23

  We were out of town from 5/27 until 5/30/23 and I did not nor do I pour grease down the drain. See Exhibit #6 of grease clog which caused the blown white cap off our system.

  In later review of comments/complaints of other victims there is a definite pattern of changing the story - lies, overcharges, jettison need, being told you have failing drain fields costing substantial amounts of money, requiring application of Rooter Plus Oxidizer. All adding up to thousands of dollars charged when the need/request was for the pumping of a septic tank.

  *** All Exhibits referenced are being Submitted by E-Mail***

  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/05/2023

  I did not say that the technician gave you the three options in that order, I merely said three options were given and then numbered them from lowest to highest.  

  It does not matter how many people are living in the house.  The price for a new drainfield is based on the number of bathrooms in the house.  That replacement cost is the easiest and quickest to give should there not be other options to fix the drainfield.

  Our Oxidizer product has been working to rejuvenate drain fields for over 15 years.  The first sentence on the bottle says, "...where it will dissolve clogging materials."  That is exactly how to rejuvenate, or revitalize or give new energy to a drainfield.

  Yes your tank is **** gallons and cannot hold more than **** gallons, but your drainfield holds hundreds of gallons of sewage if your drainfield is not working properly, which yours was not.  As we pump down the tank, more sewage pours back into the tank because it has nowhere to go because the lines are not doing their job.  That is where the extra volume comes from.

  Lastly, we have more 5 star reviews than any other septic company in the state.  I stand by our team. 

  As I stated in my first response, what is it that you are looking for as far as a resolution?

  Customer Answer

  Date: 07/08/2023

   
  Complaint: 20211915
  
  I am rejecting this response because:

  The three (3) options supposedly given, regardless of order placed, is a blatant lie.

  $11,000.00 "Discounted" to $3,500.00. That was it.

  Replacement costs being quickest and easiest to give should there Not be other options to fix the drain field.  Drain Field according to technician was it, no alternatives to the cause like pumping the tank were considered, in fact he stated he would Not pump nor were there steps taken to confirm the drain field was the problem.

  The appointment was to pump the ****-gallon tank for $250.00. 

  Please read the rest of your Preventative Maintenance directions on back of bottle including Toxicity warnings, Precautionary Statements, Directions for more information on web page.

  I went to your web page to find more information - Nothing on your page about Oxidizer Plus though you claim it has been rejuvenating drain fields for over 15 years.

  The ***** Environmental ***************** and The ****************** of ****** Health advises AGAINST the use of additives as they are not beneficial to on-site sewage management systems and, in fact can be Detrimental.

  Resolution:  The Reimbursement of $1,517.71 invoiced T7842 - Treat drain field with Oxidizer treatment due to bio-mat build up in drain (filed) field
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/10/2023

  Rather than continue to go back and forth, I will credit $1517.71 to the CC that you paid with.  This will obviously void the 1-year warranty that comes with that line item.

  For all contractors out there working hard to help customers, please just say "No thanks" next time you are given an option that you just don't feel comfortable with.  It would have saved us both a lot of time and effort.

  Thank you

  Customer Answer

  Date: 07/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable to me once the credit of $1,517.71 reflects in my credit card account.
  
  
  *************************

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Toilet stoppage on my main floor bathroom I called Rooter Plus for an evaluation and possible repairs. ******* cleared the line with a "snake" and camera upon doing so my lines became separated which caused raw sewage to spill out. The plumber ***************************** stated he would not be able to fix my plumbing due to the sewage along with ants and spiders being in the crawl space. He gave me a number to call his friend to come clean up the spill and stated for me to call him once the clean up was done. ****** left my pipes open along with a raw sewage spill. I've tried to speak with a couple of managers to report the issue (*********************************** and *****) I haven't been able to speak with either of them I'm being told there not available. I also didn't receive an invoice of the work that was done and paid for or any pictures of which this company usually supplies via email once any job has or hasn't been completed.This indecent happen on January 16, 2023

  Business Response

  Date: 01/23/2023

  On 1/16 our plumbing team received a call from our septic team to inform that ******************* had plumbing issues that needed to be addressed.  After the septic work was complete there was an interior blockage.  We used our standard cable machine and cleared the blockage.  ******************* paid $756.53 for this service.  After the blockage was cleared we ran a sewer camera to do an inspection of the sewer lines going from the house to the septic tank.  ***************************** was the technician and the inspection showed a separated pipe which was located in a crawl space under the house.  We informed the home owner that the separation was due to improper installation.  All piping should be fitted and secured with primer and glue.  This was not done.  The pipe was just pushed together.  Unknown at the time we entered the crawl space even with active sewage to correct the one pipe that was shown in the camera inspection.  Once we started work it was discovered all the piping was done incorrectly.  We explained it would cost $5,232 to repair and bring to code.  A water restoration company was sent to give a quote to clean waste in the crawl space so our tech could work in a safe environment.  ***************************** returned ******************* call at 1:28pm of 1/17 and she did not answer. He left a voicemail with his name, title, and number.  The pictures and invoice were emailed to ****************** on 1/23.  I 

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 called Inspector Drain d.b.a. RootetPlus and was quoted $250. to drain a **** gallon septic tank. With digging no more than 18 inch deep. The tech came out and could not locate the tank. I found it 20 minutes after he left. It took me 15 minutes to make a probing tool similar to the one he used. So I found it right away. It was Friday and we had to wait til Monday for them to come out and drain the septic tank. During the weekend I dug out the cover, by hand, and had it ready to go (only14" deep). When the tech arrived he told me there were two tanks and that would be $1050, that included clearing to line. I said just to pump it, because I had my own snake to clear the line. He said $650. After he cleared the one septic tank, we asked about the second tank. He said that would cost me more. I couldn't pay anything more, since my credit card was already at the limit. I'm retired and live on a fixed income. After reading many complaints here and on ****'s list, I know I have been cheated and lied to. As long with many other innocent homeowners. I want my $400 they charged me extra refunded to me.

  Business Response

  Date: 11/09/2022

  The customer has two tanks.  There would be two separate charges.  The technician diagnosed the situation and gave the customer a price before performing any work.  The customer signed the Authorization to Proceed contract.  The technician did the work.  The customer did not want to pay for other work that needed to be done.  So we did not perform that work.  When the work was completed, the customer paid and signed the Acceptance of Work Performed contract.  All the work we did needed to be done.  He was not lied to.  In good faith, I can refund $200 as a nice customer service gesture.  The money would be put back on the original CC that the customer used to pay for the service.

• Initial Complaint

  Date:10/24/2022

  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.

  This is ad on internet Our add doesn't say basic $150 our price to pump a **** gallon septic tank is $150 this price includes 18" of digging and 60' of hose. If anything out of the ordinary is found we will quote you before we do any work. They parked close and used 2 lengths of hose. Dropped into septic tank and pumped for only 5 minites..they didnt do any work to break up sludge and solids as they said...but charged me $425.00. Thats 300. Over the ad price I was expecting to pay ****** as the ad says for just a basic pump out.I was taken advantage of

  Business Response

  Date: 10/31/2022

  The customer called needing service.  The call taker stuck with her script and described exactly how our pricing works.  She was very clear.  I have attached the recording of the call to this response.  A technician went out.  You can tell by the picture that I have also attached that the tank had not been pumped in a while.  The solids in the septic tank made it impossible to put a hose into the tank and pump the sewage.  It was too thick.  It needed to be broken up.  The technician explained that to the customer.  The technician then provided the customer with an estimate to complete the work.  The customer agreed and signed the Authorization to Proceed contract.  I have attached that as well.  The technician then proceeded to complete the work that customer wanted done.  The customer paid and the job was complete.  There were no surprises.  Just as the call taker stated on the phone, "any additional work will be quoted up front before doing the work."  I am not sure how to rectify this.  We performed the exact work that the customer signed for and needed.  The customer was not taken advantage of.  If he didn't want the work done after the additional work was quoted, he could have just said, "No thanks."

• Initial Complaint

  Date:08/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On August 17th 2022, I called this company to address fixing a Rheem 40 gallon hot water heater. I asked for pictures of the repairs and did not receive them. The job was completed as promised for $375.11. I thought this was a bit pricey as the whole unit brand new cost $399. The issue is not the cost. I called the office and asked for an itemized receipt to breakdown the labor, parts, fees and taxes. I need this to file a warranty issue with *****. When I called in the first time I was sent by email an invoice for the $375.11, with no breakdown. I called in two more times to ask for an itemized breakdown and each time I was told they could not/would not provide this as they are (In their own words) a flat rate billing business. I called in a third time and asked to talk to a manager/owner. When this man picked up the phone I asked him the same question. He told he could not provide an itemized bill as they are a flat rate billing business. He also told me they do not charge for labor. I do not know what that means. They are hiding something. I just need the breakdown of the bill. I have read other complaints with them and their are similar complaints. It is unfortunate that ownership of this business has such suspicious business practices. When will the consumer get the satisfaction of being treated with respect and dignity?

  Business Response

  Date: 08/25/2022

  New invoice was created with breakdown of parts and labor and sent to customer.

• Initial Complaint

  Date:07/31/2022

  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.

  On 5/20, my wife and I had a hot water heater that was leaking. We contacted the business and they came out to fix it. While they were out, there were some additional items that we wanted taken care of since we had just moved into the house. They indicated that it wouldnt be an issue and they could add it on the ****. They put everything on their electric tablets, and didnt cover many details with us. At the end of the visit, they indicated that one of the items (a sink, which they didnt show us options for) would be ordered and installed when it came in. They then had my wife sign the tablet form saying the work was done (even though the sink was back ordered). I asked for an itemized receipt and was told I could call the office and they would provide it. On 6/6, they came out again to finish up some other work and install sink and a pot filler. When we saw the sink, it was not what we anticipated. The plumber said that hed return it and order something else in its place (still not showing us any options). Also, because the sink was not installed, the pot filler could not be installed. Again, at the end of this visit the plumber had us sign the tablet providing us with no itemized details of what we were signing and did not provide us an itemized receipt, just that we owed a the full amount (no idea what for). Since 6/6, even though we have paid for the items and install, we have not gotten it completed. My wife and I had to send 4 emails and then call 4 additional times over 2 months to get itemized receipts just to obtain proof that we paid for the items. My wife has called the office 3 additional times to attempt to get the items refunded or completed. In one call, the assistant said the file said all work was completed (come see my house and show me that proof), and in the others they say the manager will get back to me. Weve been charged for $3668.98 of work and goods that we did not receive.

  Business Response

  Date: 08/08/2022

  The customer called on 7/21 with concerns about all the work not being completed.  After speaking with a manager, *****************************, the customer stated that she did not have an invoice.  We told the customer that we would email the invoice.  The customer said she would get with her husband and call back with specific concerns.  The customer never called back.  We received this BBB complaint on 8/1.  Management immediately called the customer to get this cleared up.  We left a message and have not heard back.  We are trying to reach the customer to get this rectified.

  Customer Answer

  Date: 08/08/2022

  We did call ***** (the manager) initially requesting an itemized invoice. Our eighth attempt to obtain the itemized invoice over an almost 2+ month period was on 7/21 (to prove that we had paid for services/goods that we had not received in May/June). As soon as we had the invoices, my wife called and left a voice message to speak with the manager on 7/25 and again on 7/29 (she had a previous conversation with the receptionist about the items but was told that the items were "closed out" and already done, despite us not having them installed -- so I knew that avenue led nowhere). We received no response until today. I have provided ***** with the details of the goods and services that were never installed in our home, yet we were clearly charged for on our invoice. He indicated that he would look into it. We are waiting to see how it will be resolved.

  Business Response

  Date: 08/10/2022

  The customer was refunded.

  Customer Answer

  Date: 08/13/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your help in this matter, as we went through 2 months of ignored communication from the business and with your help we were able to resolve it in a few days. Much appreciated.
  
  Sincerely,
  *********************