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Business Profile

Warranty Plans

United Septic Protection

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Warranty Plans.

Complaints

Customer Complaints Summary

  • 36 total complaints in the last 3 years.
  • 11 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/25/2023

    Type:Billing Issues
    Status:
    Resolved
    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 9/23/2023 I received notice that my account was billed $169.00. This was surprising to me since I had contacted United Septic on 28 June 2023 and told them to cancel me from the protection since I was covered for septic under my ****** **** *********  They said OK that I was cancelled. Now another payment is requested from me. I have been paying for the last 3 years, $169.00 each time and have had no problems to report to them, so have never had any service done. ** ****** **** ******** covers my septic along with other home requirements, and I am happy with them. I need to get the latest payment, which is already on my credit card, repaid back to me. My previous payments of $169.00 have occurred on 12/20/2022, 6/28/2022, 01/02/2022, 07/15/2021, 01/25/2021, 08/06/2020. I don't have my account number but my name and address are: ****** ******* **** ***** ***** ****** *** ******

    Business Response

    Date: 09/25/2023

    We have reviewed notes and have not seen where *** ****** has requested a cancellation.  Our normal process, if a customer request that they be canceled (no matter the reason) we will cancel and pro-rate a refund no questions asked.  We do see in this complaint she is requesting to cancel.  We have updated her record and will refunded ** ****** payment.


    Sincerely



    *****

    Customer Answer

    Date: 05/23/2024



    Complaint: ********



     

    This is my fifth attempt at resolving this problem.  I have NOT received promised payment of overpayment on my part.  This has been going on since April 1, 2024.

     

    I also have not received confirmation that my policy with you has been cancelled.

     

    Please fix the problem and get me my monies.

     

    Sincerely

     

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

     

    Business Response

    Date: 05/23/2024

    ** ******

     

     

    Upon careful review of your complaint, it has been noted that you initiated contact with our office on March 30, 2023. Following this, your plan was promptly canceled and the payment refunded. In light of your non-receipt of the refund, measures will be taken to halt the previous check and reissue a new payment. This new payment will be dispatched via priority mail for expedited delivery.  Please allow 3 to 5 days for delivery


    Sincerely


    Customer Service


    Customer Answer

    Date: 05/30/2024



    Better Business Bureau:



     

     

    I wanted to let you know that I received my reimbursement check of $358.  I don't know what took it so long, but it finally got here and for that I thank you.

     

    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:08/01/2023

    Type:Billing Issues
    Status:
    Answered
    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 Jan. 5,2023 **** from U.S.P. sold me a plan for $169.00. I was to receive an infomation packet. Each month after my credit card was billed, I contacted ****, then ***** to send the packet to me. My last call on June 20, 2023, **** said she would personally put it in the mail. After 2 weeks I called again, to find the number no longer was active. I want a full refund for this undelivered service.
    Thank you.

    Business Response

    Date: 08/01/2023

    Customer was sent a second copy of their paperwork on 2/23/2023 and a third copy was sent in June 23, 2023.  We also host a copy of her terms and conditions on our website *************************  We apologize *** ********* has not received her corresponding paperwork, and per her request in her compliant we have cancelled her protection plan and refunded her payment.  Please allow 3 to 5 days to return to her credit card.

     

     

  • Initial Complaint

    Date:07/13/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    4/11/15 - Septic Coverage started with United Septic Protection. Account Number is ******* 2/10/23 claim started. Called Customer Service & was transferred to the Claims Manager *****. Said proposal from contractor was needed.
    2/20/23 Contractor emailed the proposal of work in the amount of $7200.
    3/7/23 Spoke with ***** & advised they reviewed the proposal and United Septic Protection will cover $3300.
    3/10/23 I emailed invoice for work done to ***** - am waiting for Payment.
    5/18/23 Contractor called Customer Service. They said they would email me with status later that day - Email never came
    6/5/23 called Billing & was told check was cut & sent 6/2/23
    6/13/23 called for status - Call went to voicemail
    6/14/23 call again - call would not go through
    6/15/23 talked to billing & again informed they would get back to me
    6/21/23 left another message asking for status of check
    6/22/23 my daughter called on my behalf & ***** said a check was cut on 6/16/23.
    7/11/23 my wife called & was transferred to ***** another claims managers voice mail. Left message for status - No return phone call.
    Help:
    I feel this company is a scam. Was told they cut the check on two different dates and nothing ever comes. I am looking for a check in the amount of $3300 which ***** and I agreed on back in March. Would like check issued and mailed with a tracking number so I can see it coming. There is no reason for it to take 4 months and counting to get this claim resolved.

    Thank you

    Business Response

    Date: 07/14/2023

    We have reviewed this complaint and noted that a claim check mailed to ** * ** ******** on June 16, 2023 in the amount of $3300. We have noted that as of today 7/14/2023 that check still has not been cashed.  We will contact *** ******** with tracking information and reissue a check on 7/14/2023

    Customer Answer

    Date: 07/14/2023



    Complaint: ********
     

    I am rejecting this response because:  

    Please have United Septic Protection email me a copy of the
    check and tracking number.  This way I
    will not have to write down the tracking number and I will know the check has
    been issued.    Email:  ******************  
    I would like to keep the claim open until the check is in my
    hands. 



    Sincerely,



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

    Business Response

    Date: 07/25/2023

    Spoke to ***** at business.  Check was issued on Friday.  He will be calling customer to give tracking information.  

  • Initial Complaint

    Date:05/24/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    My mother, ****** ******* age 89, received a phone call in which a voice on the phone said that if she had toilets, they would definitely back up. In fear, she picked up the phone and answered the call. This company pressured her into buying a septic system warranty for $169.00 in April 2023. She does not have a septic system. She is on city sewer. We found out about it when her bank statement arrived and we now see a charge that is "recurring" for this amount, starting 4/13/23. We don't know if the charge is monthly, quarterly, annually, or what. We have tried to contact the company to have this charge removed, but the company's phone automatically disconnects the call. Please get this company to refund her the $169.00 and to not debit her bank account again.

    Business Response

    Date: 06/05/2023

    Customer switched to a plumbing protection plan, and is billed on an annual of $169.  We have issued a refund, please allow 5 to 7 days to for charges to show on customers credit card.

  • Initial Complaint

    Date:04/24/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 moved 3 years ago (previous address was *** *** ***** *********** ****  Our new home has a sewer line so we have no need for "septic protection." Each of the past 3 years we have been billed by this company and have needed to file a dispute with Visa. The company has failed to take us off their automatic renewal process.

United Septic Protection is NOT a BBB Accredited Business.

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