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:08/05/2023

  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.

  Sergeant *********************************************** needs to be avoided by any homeowner unless they want to be taken advantage of! My mom contacted them to come pump out her septic tank because she is selling her house. Should have been an $800-$1200 job. They charged her $3200.They double charged her for 2 separate items, they broke the lid with their bucket, they sold her several extra options not needed, and sold her a 3 year warranty (remember she is selling her house - she doesnt need a warranty).When I received the invoice, I immediately called the owner to voice my concerns (very direct too). He told me he would look into it the next morning. Took him 2 days, but we finally talked again. He said that he sees they did accidentally charge her twice for one item. No, they double charged her twice for two separate items! He said he would issue her a refund for one of the double charges.As I was working around the pool pump, I noticed they had cut the pool drain line that my husband had buried for her so that when backwashing the pool, it would run down into her bed of ivy. My husband had the pipe coming up in the bed of ivy and there has been no problem with it. I called to let the owner know they had cut this pipe and he sent his guys out. The guy tried to tell me that they didnt cut that pipe and that they had not been in that area or that gate. Well, proof of his lie in one of their work evidence pictures. The gate is open and their shovel not too far from it.They also broke the lid with the bucket of their machinery when removing the ground cover. They charged my mom for the lid. If the septic company breaks it - they pay for it (according to other septic tank pump businesses.)On the pump report section for last pump out of known, he put the date the house was built (****). Tank empty when installed and elderly mom didnt know the year it was pumped.THIS COMPANY TOOK ADVANTAGE OF AN OLDER/ELDERLY WOMAN AND THEY HAVE BEEN CAUGHT IN SUCH AWFUL WORK PRACTICES!

  

  Business Response

  Date: 08/09/2023

  Thank you for taking the time to provide feedback regarding your experience with Sergeant Rooter & Septic. We sincerely regret any inconvenience caused, and we want to address the concerns youve raised.
  First and foremost, it is our priority to offer quality and transparent services to all our clients, and we do not condone or practice taking advantage of anyone, regardless of age or situation. As soon as we were made aware of the billing discrepancy, our owner immediately investigated the matter and acknowledged the oversight. As a gesture of our commitment to rectify the situation, a refund for one of the double charges was promptly issued.
  Regarding the pool drain line, we dispatched our team to assess the situation when you informed us. While our team believed they hadn't interfered with that particular area, we take your claims seriously. It is unfortunate that there may have been a misunderstanding, but we always strive to take accountability where it is due.
  The lid damage was an unfortunate incident. We acknowledge this and apologize for any inconvenience caused. In our industry, practices might vary, but we always aim to be transparent and fair in our dealings.
  Lastly, the pump report was filled with the information available at the time. We understand the frustration, and we continuously strive to improve our record-keeping and customer communication.
  Our team has made multiple attempts to ensure that any legitimate concerns were addressed, even if some claims couldn't be directly attributed to our service. We value feedback, as it helps us improve and ensure that such situations do not recur.
  We're genuinely sorry that your experience did not meet your expectations. Please understand that we continually strive to provide the best service and take all feedback to heart. We are here to help and are committed to maintaining the trust and satisfaction of all our customers.
  
  

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20427380
  
  I am rejecting this response because:
  
  The company states that they promptly issued a refund for one of the double charges.  That is false information, as the refund has not been received by the customer.

  On the invoice, there are two items that were double chargednot just one.

  All the customer asked of your company was to pump out the septic tank.  Customer did not ask for all the excessive items you stated had to be done.  These charges should be refunded as well.  You stated the contents of the septic tank had hardened.  According to other reputable septic tank companies in the area, you would have still been able to pump the tank.  There is no reason for the excess charges saying it was hardened and couldnt be pumped as a liquid.

  The broke septic lid occurred when your company employees hit it too hard with the bucket/scraper.  This is not proper protocol for septic companies. If the septic tank company breaks the lid, they are responsible for replacing it at no cost to the customer.  The company employees should have used a shovel once they dug/scraped away the top layer of grass.  Had they done it this way (the proper way), they would not have hit the cement lid and break it in half.  Employee irresponsibility should not be paid for by the customer.

  The company states that they sent their crew to repair the pool pump drain line they cut.  They did send employees to repair the cut pipe, but as you can see in the picture attachment - they left it above ground causing the gate not to open properly.  It was hitting the pipe they repaired and could not open properly.  I had to hire someone to come dig the trench back out and bury the pipe properly.

  Attached first picture shows how employees repaired pipe they cut and left above ground causing to gate not to open properly.

  Attached second picture shows first scraping of ground.  You can see the lid barely below the surface.

  Attached third picture shows where they used the equipment bucket and hit the lid breaking it in half.

  Attached second picture also shows proof your employees were in the area of the pipe they cut.  You can tell they were because the gate is open.  This gate would provide them easier/quicker access to their trucks at the bottom of the yard.  So yes they were in that area that they claim not to have been in.  Pool service employees said when they backwashed on 7/24 and 7/25, the pump drain line was not running out under the fence.  It was running out of the original pipe opening in the front ivy bed.

  This septic tank pump job should have only cost between $400 - $1000 ****  You should do the right thing and refund all this extra charge.

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

  

  Business Response

  Date: 08/22/2023

  Thank you for taking the time to detail your concerns and for providing images to support your claims. I apologize for any confusion or inconvenience you have experienced with our services. Let me address each point you have raised:
  Double Charges: We sincerely apologize for the oversight and confusion. We will thoroughly review our records to ensure any discrepancies are corrected. If indeed we have made an error with the double charges will respond to properly and also address other concerns.  We will be contacting you back as soon as we review. 

• Initial Complaint

  Date:02/25/2023

  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.

  On Feb 22, 20** we agreed to a routine clean out with Sgt H31363131373**1393534H for $460. We had no H3**93********3363030H issues. They took the lid off of the H3**93********3363030H tank and immediately said "your system isn't working correctly." The owner ******************* said the *********** and builder did not install correctly. My wife asked to empty the tank as agreed but he refused. He said they could only pump if we paid to have the H3**93********3363030H "fixed"-bait and switch. They had her cornered once we had a large dangerous hole exposed in our yard. All work (except for the pump out) was completely unnecessary, according to the ******* County *********** (HCHD). ************** required installation of 2 risers & 2 new dome lids. This should only be offered as easier access to your system, not a requirement for service. When we requested an itemized account of work, the bill came on ** Feb after we had already paid for their services. They had performed a hydro jet drain HCHD recommends against due to the damage to leech systems. This service was not agreed upon; neither was the addition of 3 ********** of ****Clean to the H3**93********3363030H. They also charged for "excessive amount of waste." These unnecessary services (including one that potentially damaged our system) totaled a cost of $3500.00 Furthermore, **************, submitted a fraudulent finance agreement via e-sign that my wife did not agree to. ************** had her personal info. When she read the terms and agreements she told him we did not want to pay through a payment plan. She clicked "I do not consent to the finance charges," but somehow an agreement was submitted to ************************ LLC against her request and without her awareness. They tried to charge us twice. Case#**-04514 was submitted to ************************* Office as a result of the double billing. Finally, this company claims to be veteran-owned. This appears to be inaccurate unless ********************* or ******************* is a veteran. Search of common veteran business databases yields no evidence Sgt H31363131373**1393534H is veteran-owned.