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:09/16/2024

  Type:Order 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.

  The purpose of this letter is to get closure on my claim.  Insurance was purchased on February 15, 2023 for $169.  coverage for a year.  I had work done on my septic system as the cost of $1500 I submitted a claim not realizing I had to get an ok from the company before the work was to be done. Talking to ***** at the company, he said he would refund only $800.00  I have yet to receive that refund.  A response would be appreciated.  P.S.  The work was done by ****** ****** ***  ph. ************  between 1-13-23 and 1-18-23. 

  Business Response

  Date: 09/16/2024

  Dear *** *********
  
  We have carefully reviewed your complaint and the claims submitted for reimbursement. Unfortunately, after thorough consideration, we are unable to cover the costs of the repairs in question. Our policy requires that customers contact us prior to obtaining service, which, in this instance, was not done. Additionally, our coverage does not extend to expenses related to the cleaning or pumping of systems. Therefore, we regret to inform you that we cannot provide reimbursement for these repairs. We understand this may be disappointing and appreciate your understanding of our policies.

  see below

  The provisions of the Septic Line Protection provides for the repair or replacement at company discretion of failure of in-ground and exterior wastewater lines and tank (excluding fixtures, pumps, grinders, pump out, root intrusions, closets, tubs, filters, clogs, or general maintenance.)

• Initial Complaint

  Date:06/27/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 opened an account with (united septic protection) nov. of 2020 at 169.00 a year.since then thy have billed my credit card 19 times (3251.00)2 of which was 189.00 each.They refunded me 169.00 aug. of 23 when I first complained. They were to return all my over payment but did not.I called today an they said extension no longer existed and a recording that they were closed for the day/12:10 pm west coast time./ subtract 845.00 payments 169.00 refund aug. 2023 they owe me 2237.00 over payments thy took.Anyware from 1 to5 payments a year .they are already up to 4 payments this year.

• Initial Complaint

  Date:06/25/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 singed up with United Sept club5/10/2023
  I charged on credit card for 1 year. Now I am being charged every 2 months.
  I have not been able to reach them by phone, phone not in service. I have several numbers but none are active.

• Initial Complaint

  Date:06/10/2024

  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.

  I've been paying for this service for 6 yrs and have nvr used it. 2 weeks ago I called them to send a plumber because there's a bad clog and it's backing up into my sink in my kitchen. They told me they'd get back with me the agent understood it was an emergency. No one had ever called me back even tho I've called 7 times.
  I pay them every month, $1500 so far, so if something happens to my plumbing I'll be covered and the issue will be taken care of. Instead, every single agent says, I'll call you back, and I've yet to receive a call. So now the problem is not only the clog and leak, now under my sink is ruined. The back wall and the bottom. Now, I want my plumbing fixed as well as the damage that occurred from no one answering me. This is still ongoing. Nothing has been resolved.
  *******************

  Business Response

  Date: 06/25/2024

  We apologize for any problems that you have experienced.  Based on our last conversation, you were going to have your own local contractor out and advise us of the services that needed to be performed.

  Once the local contractor has assessed the situation, it would be beneficial to provide a detailed report of the required services. This report should include the scope of work, estimated costs, and a proposed timeline for completion. Ensuring that all parties have a mutual understanding of the next steps can help facilitate a smooth resolution to any outstanding problems

• Initial Complaint

  Date:05/20/2024

  Type:Billing 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 never took this service out, I do not need septic protection, they charged me twice last year, got one back then they charged me again this March, who is this company?

  Business Response

  Date: 05/20/2024

  Dear Mr. *******
  
  Thank you for choosing United Septic Protection for your plumbing and septic needs. We have successfully enrolled you in both our comprehensive plumbing and septic protection plans, ensuring you have full coverage and peace of mind. Should you have any questions or decide to make changes to your protection plan, please feel free to contact our customer support team at your convenience using our toll-free number: 877.360.9526. We are committed to providing you with the highest level of service.
  
  Warm regards,
  
  The United Septic Protection Team

• Initial Complaint

  Date:04/24/2024

  Type:Billing 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 United Septic back in July of 2022 to cancel service as I was going into nursing home and house was sold. When going over bank statements I see that they are continually taking money out of my checking account in the amount of $189.00 every two months or so. I have made several calls now to this company and they say they are looking into it and never get back to us. They have now taken over $2,000 out of my bank account and have seen no refund. I am on social security receiving state aid for nursing home costs and this money being unlawfully taken out of my account has now left me short to pay my nursing home monthly portion and putting me at risk of being evicted for non-payment.

  Business Response

  Date: 04/24/2024

  Dear *** ********

  
  Thank you for your inquiry and have thoroughly reviewed your request and records. Upon reviewing, we noted that you contacted us on January 23, 2024, requesting a cancellation. We have promptly ceased any billing and initiated a refund for any charges that were paid dating back to December 17, 2023. You should expect to receive a refund in the amount of $567.
  To ensure the smooth processing of your refund, kindly reach out to our office to confirm that we have the correct mailing address on file.
  Thank you for your understanding, and please feel free to contact us if you have any further questions or require additional assistance.
  Best regards,
  

• Initial Complaint

  Date:04/09/2024

  Type:Billing 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 purchased United Septic Protection several years ago. There was no problem until June 2023 when I got repeated calls regarding billing my annual account, although I had already been charged on my credit card. I then began to find charges of $159.00, $169.00, and $189.00 appearing on my card, but not every month. I called and was told that the company would look into it. Several days later, I got a return call and was told that a check would be sent to me for the over $1000.00 in extra charges. (The exact amount I do not remember.) I waited a month and no check arrived. I called again, and was told that they would look into it, but they have not returned my call after three weeks. I have paid on my credit card $1,362 in additional charges in addition to my annual fee in June, 2023.

  Business Response

  Date: 04/09/2024

  *** *****
  
  

   

  
  We apologize for any billing issues that you may have experienced.  It appears that you had multiple accounts in the system.  We have cancelled the additional account and sent a refund to your home address.  If you have any questions please let us know 

   

  
  *****

  Customer Answer

  Date: 04/15/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: United Septic has promised to get me a check three times and failed to do so.  They also told the BBB that they would send a check.  This is my one-week deadline to reconnect with BBB to keep my case open.  I have not as yet received a check from United Septic. I will inform you the moment a check arrives.  
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 04/24/2024

  **** *** ******

  
  Thank you for bringing this matter to our attention. We apologize for any inconvenience caused by the delay in processing your check.

  
  Upon reviewing our records, we observed that the initial check we sent on your behalf a few weeks ago remains uncashed. In light of this, we have taken immediate action to issue a second check. This replacement check has been dispatched via priority mail to ensure efficient delivery and enable us to track its progress.

  
  To assist you further, we kindly request that you contact our customer service team with an appropriate email address. Once we receive your updated information, we will promptly provide you with the tracking details for the second check.
  Thank you for your patience and cooperation. Should you have any additional questions or require further assistance, please do not hesitate to reach out to our team.

  Customer Answer

  Date: 04/30/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* ***** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:02/20/2024

  Type:Billing 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 signed up for their protection in August 2022 for a contract of $169 per year. Since then they have been hitting my credit card for quarterly payments of $189. I called in November of 2023 and talked to a David there. He acknowledged the error and promised to correct it and refund the overcharge. Nothing except another payment taken has been done. So far they have overcharged me $577.

  Business Response

  Date: 02/23/2024

  *** ********

   

  
  Please accept out apologies related to the billing problem related to your account.  We have reviewed your status and it shows that you have our septic protection plan which covers up to $5000 for repairs.  In saying that we have found the billing error and made the necessary corrections and have sent a refund check to your home for $547.  Please allow a couple extra days for the delivery of that refund check.  If you do not receive that check in the next few days we will be happy to reissue your refund check.  

  
  Sincerely

  
  
  *****

• Initial Complaint

  Date:01/26/2024

  Type:Billing 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 have a Septic Plan Protection Club. I received an email about my payment on my plan in January 2024 and I have been unsuccessful communicating with them via telephone and email. According to my records my plan date is 3/24/21. I am trying to confirm this as I don’t understand why they are trying to collect money in January 2024.
  
  I have called ************ and emailed several times to *******************************
  
  I would appreciate a call from them.

  Business Response

  Date: 01/30/2024

  *** ******

  
  
  Sorry for the confusion I have reviewed your billing records and I see you are paid up till March 20, 2024.  We have some issues with high call volume, I will have someone from our billing deparment give you a call.

   

  
  Sincerely

  
  
  *****

  Customer Answer

  Date: 01/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  not only do I need to talk with the billing  department but I need for someone from customer service to give me a call about coverage. 
  
  
  
  Sincerely,
  
  
  
  ********* ******

• Initial Complaint

  Date:01/22/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  They were only suppose to charge me once annually for my service contract. They charged me four times. I have tried to resolve this but I'm unable to contact them. My contract is for $149.00 annually. They charged me four separate times (March 28, $149.00; Aug. 15, $169.00; Nov. 29, $149.00 and Dec. 15, $149.00.