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:01/22/2024

  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.

  United Septic Protection has taken money using my debit card information from my checking account 4 times since January 2023, they claim that I agreed to purchase a septic protection insurance or warranty back in January 2023, I have never agreed to this and the dates they have as the “sale date” I was ******** *** ** **** ** *** *** at my local hospital trying to recover from a ******** ******** and still unconscious/unaware of anything or anyone, with the aneurysm found in Jan 2023 3 others were found 2 very small and will probably never become a problem but 1 was 7mm and in a dangerous place requiring brain surgery and 2 stays in ******** ***, physical therapy and around the clock treatment taking me from my home for a year which is why I didn’t catch the money being removed from my account sooner,
  they have pulled out 1 payment of $189.00 and 3 of $169.00, I really need this stopped, I’ve tried reaching out to them but never get an answer when I call,
  I have papers that were mailed from United Septic referring to a sale/contract during the time I was in the ICU and can show proof from the hospital and doctors that there’s no way I was capable of speaking much less conducting any business
  I can provide the United Septic paper work and medical records with dates and written statements from the doctors if needed

  Business Response

  Date: 01/23/2024

  *** ***** 

   

  
  Please accept out apologies it appears that you have been incorrectly charged through a billing error.  From reviewing your account we noted a clerical error and will refund those charges immediately.  It appears you got charged incorrectly in June and October for $169 & 189.  We have issued a refund and sincerely apologize for these problems.  

   

  Hope you are recovering well and again we apologize for the mistakes.

  Customer Answer

  Date: 01/24/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  It only covers the withdrawals made in June and Oct of 2023, they also took $169.00 from my bank in both Jan 2023 and Jan 2024, I would also want that money returned to me
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 01/30/2024

  *** *****

  We can not refund charges that you signed up for in Jan 2023, that year has closed and you where billed Jan 2024 as a renewal.  I have tried to call you to discuss, and left a message but have not received a call back from you  I can refund Jan 2024 payment if you would like to cancel your protection plan.  Please advise

  Customer Answer

  Date: 02/02/2024

  
  
  
  
  

  Complaint: ********
  
  I am rejecting this response because: I never signed or agreed to anything with United Septic in Jan 2023 or any other days, I was in ICU after a ruptured aneurysm, I was unconscious and fighting for my life on this date. They say I agreed to a contract I never did nor did I give permission for them to withdraw money from my checking account. I will agree when they are willing to pay back every withdrawal the three in 2023, January June and October And the 2024 January withdrawals, $169 three times and $189 once that is what they need to do. I did miss the call when a davit called me, but I have tried calling back multiple times and have not been able to reach this man. This company is stealing from me and I want my money back all of it.

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

• Initial Complaint

  Date:01/18/2024

  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.

  We have been signed up with United Septic Protection for about 10 years. We had an occasion to use their warranty service to repair our septic field about 9 years ago. Since then, we have had no need for their service. Until about a month and a half ago. We have been having some issues with our septic field, and so tried to contact this company to ask for their help. We called their phone number. Most of the time no-one will answer their phones, but even when they do they are extremely unhelpful. We asked them to send us a copy of their policy so we could review it. Instead, they sent us an e-mail saying they had canceled our policy. "OK," we said, "if they're going to act that ignorant, we'll just accept the cancellation and not mess with them anymore."
  
  Fast forward to December 26. This is the date that this company charged our credit card for a renewal of their service IN SPITE of the fact they had told us they had canceled our policy. "OK," we said, "since they charged us, we'll try again to use their service." We tried again to call them. This time they won't answer their phones at all. They have no e-mail contact info on their website (that's pretty suspicious, don't you think?); I had to search high and low to find an e-mail for them. When I finally found an e-mail I sent them a message insisting they either contact us or refund the fee they charged us on December 26. I gave them a 2 day deadline to do one of these. They did not respond at all. So, I have contacted our credit card company to report the fraud this company has pulled on us. No final resolution has been reached as yet. So, to wrap up, I warn everyone STAY AWAY FROM THIS COMPANY! They used to help people (like they helped us about 10 years ago), but now they are apparently just a full-blown scamming, thieving cartel.

  Business Response

  Date: 01/30/2024

  We have reviewed the complaint related to *** ******* and noted that we do not have a service request.  We have not received any correspondence related to a cancellation, but have spoken with *** ******* on January 30 and have refunded his payment

  Customer Answer

  Date: 01/30/2024

  
  
  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,
  
  
   ****** ******* 

  
  

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• Initial Complaint

  Date:01/08/2024

  Type:Product 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 two unauthorized charges on my credit card ending in ***** One on September 4, 2023, for $189. And there is currently a pending charge for $159. I have NOT authorized either of these charges. As a matter of fact, I have requested that there be no additional charges placed on my credit card, on more than one occasion. So why, with both transactions totaled, am I being subjected to $348 of unauthorized charges to date? Please help me, by issuing a refund for both the 9/4/2023 charge of $189 and reverse the pending transaction from 1/3/24 for $159 immediately.
  It's disturbing to see a F rating for a company, that I am beginning to understand the "why" of that F-rating is probably due to instances such as what I am experiencing.

  Business Response

  Date: 01/08/2024

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

  
  It appears that your account has been entered with a different billing schedule, I have identified those issues and have issued you a refund for those charges.  We sincerely apologize for the confusion, please allow 3 to 5 days for those charges to appear corrected on your credit card.  If you have any questions please feel free to give us a call at ************

   

   

  Sincerely

  
  ***** 

  Customer Answer

  Date: 03/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  This company is placing unauthorized and fraudulent charges to my ***** business card. There was a charge in September 2023, January 2024 and now March 1, 2024. I am not authorizing these charges and I do not owe this company for any services rendered to my business. This is going on two years now that this company is going in and placing charges to my account and I am having to request my credit card issued remove them. When I call their number to complain, I either am hung up on, or get no answer at all. My next move is to contact the my State’s Attorney Office to report their conduct to the Federal Trade Commission. This nonsense has to stop! Businesses can’t keep doing these things to people. They must be penalized.
  
  
  
  Sincerely,
  
  
  
  ******* *********

  Business Response

  Date: 03/06/2024

  ** ********* *harges have been reversed and she has been refunded on her ***** card.  If any other questions or concerns please feel free to call us at ************

• Initial Complaint

  Date:12/14/2023

  Type:Product 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 on with USP in 2020. Have been billed yearly since then. I applied for a claim this past August and was approved for payment. I have yet to a check after numerous calls 20 +. Most of the time no one answers. I have left voicemails indicating problem. No return calls. Have spoken with someone on 5 separate occasions. Each time they say a check was cut and sent. I still have not received a check. This company is a scam. Want the check I was promised or refund for the past three years of payment for coverage.

  Business Response

  Date: 01/08/2024

  We have reviewed *** ****** * complaint and offered a solution, but unfortunately *** ******* decided to cancel and request a refund which we have granted *** ****** his refund.  This is not the outcome that we where hoping for, but we have honored *** ****** request.

  
  Sincerely

  
  Claims Department

• Initial Complaint

  Date:12/04/2023

  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 HAD AN ACCOUNT WITH THIS COMPANY STARTING IN 2017 ($129.95), IN 2018($129.95), IN 2019($169.00), I GET IT INFLATION. THE FIRST THREE YEARS WERE FINE THEN THEY STARTED CHARGING ME DOUBLE IN 2020 ($169.00 ON APRIL15TH, THEN AGAIN ON SEPTEMBER 30) 2021 ($169.00 ON MARCH 20 THEN AGAIN ON SEPTEMBER 5), 2022($169.00 ON MARCH 2 THEN AGAIN ON AUGUST 30) AND 2023 THEY HAVE CHARGED MY CREDIT CARD THREE TIMES ($169.00 ON FEBRUARY 14, $189.00 ON JULY 2, AND $169.00 ON NOVEMBER 7). I HAVE MADE NUMEROUS CALLS TO THE # PROVIDED AND IT GIVES YOU ANOTHER # FOR BILLING INQUIRIES WHEN YOU CALL THIS # IT IS THE SAME RECORDING TELLING YOU TO CALL THE # YOU HAVE JUST CALLED. I AM BEING RIPPED OFF. MAYBE IT IS AN OVERSIGHT, MISTAKE? BUT, I CAN REACH NOBODY TO RECTIFY.

  Business Response

  Date: 12/04/2023

  We have reviewed your billing issue and appears there is an oversight in our system that is causing some problems applying your payment.  We have rectified the problem and are in the process of issuing a refund.  I will follow up with a courtesy phone call.

  
  
  Sincerely 

  *****

   

• Initial Complaint

  Date:11/09/2023

  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.

  We have had this plan in place for several years, paying $14.95 per month. Early spring 2023 we had a septic problem and contacted the company. We were told they had no providers in our area, and to find one ourselves. We did so and submitted a claim on June 8, 2023. We contacted the company monthly and were told that the claim was being reviewed. On 8/1/23 we were told that a reimbursement of $325 was approved and a check would be sent as soon as possible. On 9/11/23 contacted the company and was told that the claim was processed and a check would be sent in the next couple days. We contacted the company again on 10/3/23 and 11/7/23. Have received no response to the last two emails, and no reimbursement has been sent to us.

• Initial Complaint

  Date:11/01/2023

  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.

  United Septic has billed me twice and I'm unable to contact them. In the future I'm going to read Better Business Bureau complaints in the future as this company has a D-!
  
  No one is answering the phone or returning messages. What would happen if I had a service issue? I want my money back and service cancelled. I hope everyone else does the same.

  Business Response

  Date: 11/01/2023

  *** ****** spoke to one of our customer service expert who noted a clerical error on her account and has corrected the error and refunded any charges related to her account that was not authorized.

   

• Initial Complaint

  Date:10/09/2023

  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 purchased septic protection plan in early 2023.
  I needed a major repair done in April 2023. I followed procedure and got an authorization prior to having septic work done. After receiving verbin al authorization, I had the repair done,
  I submitted my invoices to claims department in early June 2023, as instructed by the company.
  Total cost of repair: $ 1690.00
  it is now October 2023 and i have not received my payment, even after repeated attempts to follow up,
  Per the attached email string, they have REPEATEDLY acknowledged they owe me the payment.
  I am filing this claim because they have stopped responding to my emails and i am concerned,
  I am a senior citizen and need this money to pay the IRS.
  Your assistance is greatly appreciated.

  Business Response

  Date: 10/13/2023

  As a follow up we show that a check was released to Ms. ******* on 9/6/2023.  If she has not received this check please call our office at 877.360.9526 so we can reissue you a replacement check.

  
  Sincerely

  
  *****

• Initial Complaint

  Date:09/28/2023

  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.

  Recieved my monthly from Discovery IT Card on Sept. 28, 2023 with a Purchase date of Sept.2 2023 for the amount of $189.00 from United Septic Protection, and I don't have a contract with them for their service.
  Therefor I would like them to cancel their supposed contract with me and refund the funds. ****** ****

  Business Response

  Date: 09/29/2023

  Ms  Mann signed up with our program previously and we are set up as an automatic renewal on her protection club.  With that being said, we have cancelled her club program and refund immiedatelyS

   

  Sincerely

   

   

  *******

• Initial Complaint

  Date:09/26/2023

  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.

  see Attached document

  Business Response

  Date: 10/02/2023

  Went back through our records, and until we received this compliant from BBB we do not have any claim information on *** **********  Based on the complaint it appears that the septic tank and leaching field have been replaced.  In order to review, please submit all correspondence to [email protected].  This response does not constitute an approval.  All claims must follow proper guidelines outlined in your septic protection club listed below.  Please submit written correspondence to *********************************

   

  Limit of Liability and Conditions
  
  For that reason, we may authorize you to contact an Independent out of Network Contractor directly to obtain Service. When we request or authorize you to obtain an INDEPENDENT OUT OF NETWORK CONTRACTOR to perform diagnosis and/or service::1) We recommend that the Contractor be qualified(licensed) and insured, and charge fair and reasonable rates for parts and service.2) Once the technician is at the home, and prior to any services being rendered, you must call our Authorization Department with the technician’s diagnosis and dollar amount of services required. 3) We will provide an Authorization Number in writing for the covered services and dollar amount that we have authorized. Failure to contact us as outlined will result in denial of coverage.4) upon completion of the authorized services, the Contractor must provide you an itemized invoice for the authorized charges. 5) You must submit the itemized invoice, including the Authorization Number provided by us, for reimbursement. 6) You are expected to pay the Independent Out-of-Network Contractor directly for the services rendered and then submit the invoice to us United Septic Club for reimbursement. Reimbursement checks will be sent to you within 60(sixty days) of receiving the invoice for covered repair performed.