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:11/15/2022

  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.

  I am managing an estate, and River to River (R2R) gave an estimate for a septic replacement for a house the estate owns.I agreed to the original estimate, and paid a deposit.R2R later sent a revised estimate for substantially more than the original. I did not agree to this new estimate.Nonetheless, they arrived on-site and began some excavation work. They did this without the required permits.I spoke with ***** *************). I explained my concerns--the second estimate was substantially higher, work shouldn't have begun without my consent, and the estate wasn't prepared to sign an estimate that left open the possibility of yet another increase due to "unforeseen circumstances." It seemed clear that ***** wanted to complete the job, but I was concerned about doing business with a contractor who operated in this manner. I asked them to quit the job and return the deposit.Equipment was removed. No deposit was returned. I spoke to office about this. It was difficult to get a response from them. Evidently they don't have much office help. I was referred to *****. I put in 3 text messages to ***** about this matter before I got a response back. Eventually, R2R refunded some of the deposit, but billed for $1200 excavator time. There was very little actual excavation that happened on site. This is the matter in dispute. I've offered to accept that $600 of excavation happened, but have not heard back from the office about this matter. ***** has said "you'll have to speak to the office."I see that R2R has an "A+" rating from the BBB. I'd like to enlist your support to help mediate with this business.Thank you,***********************

  

  Business Response

  Date: 05/16/2023

  Based on our records, this issue was all a miscommunication.  The owner asked us to do the work and then changed the work or modified the information.  We did a lot of moving of times and appointments to try and accommodate the customer but there were misunderstanding on several parties.  If you need additional information, please contact me directly.

   

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