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:06/21/2023

  Type:Sales and Advertising 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.

  About a year ago, I scheduled a septic flush from this company. To techs showed up at my door and proceeded to explain the procedures for the day. They had this long pointy stick mechanism with, which they took to my backyard. They came back up to my front door within 30 seconds of being in my backyard and said that the ground was too wet and they didnt want to damage anything so they preferred to come back on a different day. I agreed to reschedule when the rain dried up. Little did I know, they had already punctured my sprinkler pipe. Two days go by and my lawn guy informed me that I have gushing water in my yard. I contacted Brownlee septic and I was told to contact the water company for a refund since it was technically a leak. The water company informed me that they would not be able to help because this leak was caused by a puncture. I called Brownlee Septic continuously for about three months and was given the runaround. Each time I called, I was told that there was either a family emergency, a death in the family, someone caught *****, and I was continue to be led to believe that I would receive follow up. Which actually never occurred. I sent several emails to no avail. Basically, I had to shell out $500 for a water bill and repair, out-of-pocket and Brownlee never took responsibility. Dont waste your money and dont waste your time! zero out of 10, I would not recommend.

  

  Business Response

  Date: 06/28/2023

  The guys greeted the customer and she was given our pre-authorization form to read over and sign.Unfortunately, people forget what they have buried underground. The customer did provide their documentation on this complaint, but failed to include the pre-authorization waiver she signed. The customer did receive a copy (. When she called about her irrigation was flowing, she stated she did not have a shut off valve and that it controlled her entire house. She began to explain she did not know why it wasnt separate, but they could not shut it off. I gave her the advice concerning water companies, because they do help settle water bills if they can show the repairs have been fixed. Although, she stated in her complaint we do not seem to care and we did not take her calls. The pre-authorization form is in place, because again people forget what they buried and also have things not to code in the septic or field line area.
  The waiver she signed states that everything must be flagged with their exact location and nothing should run across or near the septic tank or field lines. It includes water lines breaking; water irrigation systems or the power to irrigations systems. Any items not visibly marked that is underground or any items that are in the direct path of performing the services are all included in the waiver.  However,as she mentioned in her complaint the ground was already ****** saturated,which we are assuming the rain, etc. She also stated we came back within 30 seconds of being in the yard to her front door which is also what the guys stated because no work was ever done due to the oversaturation of the yard.