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:07/31/2024

  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.

  Within two years I have spent nearly 10,000+ dollars to fix my sewer system at my home with the same company.I most recently just had my pump replaced again and went to call and reach them that my alarm is going off and they told me that they needed to charge me $220 to come out there because it’s a specialty service.
  No, my biggest gripe is that I hired their technician to come out and look at my system back in 2023 December and they stated that it’s just a cold weather issue that my system isn’t working and that when it warms up, it should get better. Two weeks later Them back again spent nearly 500+ dollars for them to look at it pump it out and determine that my pump was burnt out. Had to spend nearly $5000 to replace and install the new pump fast-forward a year and a half later my septic system alarm goes off call them because I figured it was under warranty and found out that unfortunately the piping that was installed to the pump was not properly secured, and therefore the pump remained on the on position and burnt out. This is when I was told sorry we only have a year warranty for labor. Send a new person came out had to charge me another nearly 500+ dollars to pump it out and diagnosis situation. All to say that they replaced the same pump, but installed it better this time around. 4000+ dollars later. Now three weeks later.The alarm is going off again and they won’t come out to check it unless they charge me $220 because they say it’s a specialty situation. I’m very frustrated and unhappy with the service I got with this company and their labor process. I believe there was a policy violation for not installing it correctly with the correct materials.

  

  Business Response

  Date: 08/01/2024

  After discussing with our customer it has been recognized that he needs a Grinder Pump installed into his septic tank. The customer's septic tank has no baffles inside to separate the solids from the liquids. Customer states that his HOA will not allow Grinder pumps due to the noise level so the customer opted for the septic pump which is the incorrect pump for the application he has.

  We are happy to send a service technician, however, when it comes to pumping related jobs there are costs associated with the services. Our service fee covers the first hour of diagnostics to his alarm and may require additional pumping which would accrue more charges. Customer has a competitor scheduled for his service needs.

  

  Business Response

  Date: 08/02/2024

  We gave this customer a warranty option and it was declined. The customer also has a system that does not allow us to secure the ejection pipe. We offered to make the repair and the associated cost for the repair is $225. After discussing the resolution with the client he was not satisfied with the repair option and disconnected the call.

  There is no warranty on the pump as he has the incorrect pump. We offered options for the correct pump, but was told the HOA would not allow it.

  Customer Answer

  Date: 08/05/2024

  They replaced the original pump and was told that there is a year warranty on labor and 3 year on parts for valve. They continue to say it’s the wrong pump but it was working for a year and a half until it fell off due to installation failure by not putting on pipe dope on the threads or even thread tape on a vibratory piece of equipment.  It would still be working had it been installed correctly. I no longer want to communicate with them due to lies and poor work standards for my initial installation. The second service tech was way much more involved and suited and installed second replacement way better. 

• Initial Complaint

  Date:04/26/2023

  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.

  Signed a bid to complete a plumbing repair on an apartment building. Once the plumber started and cut into the lines, he claimed it needed another $469 in repairs. When questioned on this, he packed up his things and started leaving. After calling the general manager, I was told I would need to pay it or they were leaving and thus leaving 10 apartments with no water. This was pure extortion! This company's business tactics are predatory and they need to be stopped. What is the point of a bid if they start just to get you pregnant enough to where you have to say yes to whatever they propose.

  

  Business Response

  Date: 05/26/2023

  The customer was quoted the entire job several months ago
  and declined to have the work performed.
  Opted to try a cheaper repair that did not work and required
  the more expensive repair.
  The customer told the tech just to do the work and would
  call and complain about the price later.
  The customer signed both quotes knowing the price up front. 

• Initial Complaint

  Date:01/12/2023

  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.

  A-1 replaced a grinder pump at my residence 5/22. It stopped working 10/22, they determined the problem was the connection, not the pump, so not covered under warranty. They attempted to fix the connection (the pump did indeed work for a few days), I paid on the day of service by **** ******* (10/10/22) $1,021.42. A week later (10/17/22) we received an invoice by e-mail from A-1. My wife didn't realize I'd paid by CC already & sent them a check - Invoice #******, again for $1021.42 - dated 10/20/22, check #****. Since then I've been trying to get that double payment refunded. A manager named *** was my contact 11/23. I then contacted ******* ******** (office manager) on 12/16/22 who put me in contact with the operations manager, ******  On 12/29/22 Jason agreed to send me a refund check, but said it wouldn't be mailed until 1/3/23 (due to the holidays). I still haven't received the refund for the double payment and they are now not returning my calls or responding to e-mails. Icing on the cake, the pump still wasn't functioning, they gave me an estimate for over $18,000 to try to repair it (digging up the line...). I balked & hired a different company - it was a faulty check valve.

  

  Business Response

  Date: 01/17/2023

  We sent the refund check to the customer on 01/10/23

• Initial Complaint

  Date:12/22/2022

  Type:Customer Service 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 hired A-1 to pump my septic system. They came out and only removed the liquids stating that the "solids were too thick to remove" and told me I would have to pay an additional $750 to get hydro jetting and empty the rest of the tank.
  
  I called other companies for quotes, and was instructed to see how thick the solids in the tank were. When I opened the tank and put a rod in, it sank all the way to the bottom without resistance.
  
  The other companies told me that they sent their technicians with tools called "crust busters" to mix the waste and remove all of it, and that I wouldnt need hydro-jetting to remove the waste, I just needed someone to come pump it.
  
  I explained this to the company multiple times and they refused to acknowledge that they charged me for a job they were unequipped to do and expected me to pay more after the fact to actually have the service performed. Eventually they told me "tough luck" and stopped correspondence.
  
  They knowingly offer a service they cannot fully perform, and attempt to convince people that their situation is more dire than it seems so they can offer additional services that are excessive and unnecessary.

  

  Business Response

  Date: 01/02/2023

  We were able to perform the service that our company is set up to provide.  We do not have the "crust buster" so our company offers the jetting service.  A-1 chose to invest in the jetting equipment because it offers a wider range of options from breaking up solids and or clearing lines.  

  Customer Answer

  Date: 01/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because:
  
  The service advertised was only partially performed because A-1 was unequipped to fully perform the service.Industry standards require the use of crust busters to remove solids from the septic tank. You were only able to drain 50% of my tank without them, trying to get me to pay additional charges to drain the other 50% .I paid you to drain my tank, you didn't do it. After calling around, any other equipped company would be able to drain my tank because they equip their technicians with the required tools to do the job. The customer should not have to pay for your incompetence.

  Regards,
  
  **** *****

  

  Business Response

  Date: 01/06/2023

  Please send us a copy of the industry
  standards that you are referencing, and we will evaluate a partial
  refund. 

  Customer Answer

  Date: 01/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]

  Complaint: ********
  
  I am rejecting this response because:  Industry standards: when offering "septic tank waste removal" have the tools and ability to remove not just the liquids but also the solids WITHOUT trying to charge additional fees to complete the original service quoted.
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:11/28/2022

  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.

  Date work began 11/9/2022
  
  Original job was to burst a new main sewer line for $12137.85 after we had A1 Sewer and Septic scope the line and recommend this job. This job was done and failed a test with Johnson County Kansas. After further inspection to the video by others at A1 they in fact made mistakes and the only way to fix this was to trench the yard. The Project Manager **** informed us that they will be making this right at no cost to us. This has been going on for 3 weeks now and our yard, sidewalk, and hard scape is beyond destroyed. We have tried contacting this company for 2 weeks now and finally got someone, ***** the Operations Manager to speak with us. They “reworked” a bid and are asking for $41000.00.
  
  This is beyond a scam and they have yet to complete the job.

  

  Business Response

  Date: 11/30/2022

  At this time, A-1 has not been paid for any of the work that
  has been completed.
  ***** *******, our Operations Manager, spoke with **** ****** at approx. 10:30a on 11/30/22 and offer to go through BBB Arbitration.
  **** ****** declined the BBB Arbitration. *** ******** and
  A-1 will have their attorneys handle the issue going forward.