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:10/13/2022

  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.

  On 10/12/2022, Bay State Sewage was scheduled to empty out my spetic tank. At the time, I was not on the property while they were operating the machine. They gave me a call, stating that they were unable to complete the service due to miscellaneous items in the spetic tank. The operator stated, he was only able to empty out approximately 180 gallon of waste out of a ***** gallon tank. I than asked the operator, how much do I owe you. He stated, full service price. However, the service was not completed. I called their manager and asked why I was being charged the full service charge, when the service was not completed. He then stated, there was a **** gallon minimum. However that was never illustrated to me when setting the appointment. I was then threaten, they told if I did pay the will dump the waste back in the tank. I told the manager that I would pay, but only for the service that was done. I was never told about the **** gallon minimum surcharge.

  

  Business Response

  Date: 08/03/2023

  On 10-12-2022 Bay State Sewage Disposal performed a scheduled routine septic tank pumping at the claimants property.  When the driver arrived and accessed the tank to begin pumping, he noticed more than average amounts of solids material.   The driver started pumping, but was soon faced with clogged hoses from the volume of solids, mostly wipes and rags.   The driver contacted the owner to explain the situation.   He offered to have a different truck come out to perform the service that would be more appropriate for the specific situation.  However, the customer declined that additional service.  If the separate truck had subsequently performed the service, we would have made an adjustment for the initial service.   Since that was declined, we charged our per gallon service rate that is based on a minimum of ***** gallons, which was $250.   The total charge also included $95 for dig and locate services in accessing the tank to begin with, which was also performed.  The level of solids encountered in the tank was not made known to us prior to scheduling and was an unforeseen complication that went beyond the routine pumping services.