Complaints

This profile includes complaints for Wind River Environmental, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Wind River Environmental, LLC

  46 Lizotte Dr Ste 1000 Marlborough, MA 01752-3061

• 

  Waste Water Services

  1997 Bedford St Bridgewater, MA 02324-3025

• 

  Felix Septic Service

  2 Thibeault Dr Bow, NH 03304-3317

• 

  Parent Sanitation

  11B Sayles Ave Dayville, CT 06241-1631

• 

  Affordable Pumping Services Inc

  37 Locker St Bayville, NJ 08721-1244

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:06/10/2025

  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.

  On May 12, 2025 one of their large pump trucks damaged my lawn while servicing one of my neighbor's septic. I have no relationship with this company. There are ruts about 40 feet in length. I sent pictures & messaged with one of the employees. To date, this damage has not been repaired. I just want them to restore the lawn to as it was prior to the damages they did. They admitted that it was their fault & that it should not have happened. They had one of their drivers stop by a few days later, but he was not equiped to make the necessary repairs.

  Business Response

  Date: 06/17/2025

  Thank you for alerting us to this concern. Our Operations team has confirmed they will be sending someone out to fix the issue tomorrow, 6/18. We apologize for any inconvenience. 
  
  Thank you,

  Wind River Environmental

  Customer Answer

  Date: 06/24/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #23449883. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  
  
  Regards,
  
  
  
  Robert Musto

• Initial Complaint

  Date:05/24/2025

  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.

  Wind River Environmental conducted a routine septic pump at my property on 11/25/24 and claimed that they had pumped out 1500 gallons. My septic system then underwent a 5-yr routine inspection in May 2025 per my Towns environmental regulations and while it passed, the inspector recommended that it be pumped. When I submitted the report from Wind River Environmental the inspector commented that the sludge to scum level observed was not consistent with the system having been fully pumped just 6 months prior with only 2 people living in the house. Furthermore, on pulling the system plans and permit from *********, it is apparent that the tank only has a capacity of ***** gallons. I reviewed my records and saw that I had been charged for 1500 gallons on 11/25/24 and 12/22/22. I contacted Wind River Environmental about the overcharging and about a separate incident at another property that I own where they didnt secure the lid after pumping. I was told a manager would be in contact but nothing has since been heard.

  Customer Answer

  Date: 06/03/2025

  I have not heard from the business in response to my complaint.  I called them on 14th May and was promised a manager would be in touch quickly but I’ve heard nothing.

   

  Business Response

  Date: 06/17/2025

  Thank you for bringing this matter to our attention. Our local operations manager has reachd out to discuss a resolution. You should have a voicemail from him today. 

  Thank you,

  Wind river Environmental

• Initial Complaint

  Date:03/24/2025

  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.

  Wind River performed a service in June 2024. They were called to clear a main sewer line. They cleared it but it clogged again very quickly in the next 30 days. The reason is that the crew did not clear it up to the building. I learned this from the second crew that was called to come out to clear it again. They used a camera and went all of the way to the building. This cleared the drain. The company's employee admitted it was done incorrectly the first time. In addition, the drain was previously replaced by Drain Innovations, who was bought by Wind River after that drain was replaced. The second crew informed me the replacement section of the drain was bowing because it was not supported correctly when installed. I had several conversations with ******* ******, who said he would refund the first invoice payment because it was done incorrectly. Therefore I would not owe anything except for one service. Each service was the same price. In addition, Canora was to get back to me on fixing the replacement of the sewer drain. I have called and left several messages and he will not call me back. Instead, they sent the invoice to collections.

  Business Response

  Date: 04/02/2025

  Thank you for contacting Wind River, we apologize for any inconvenience. Upon review of the account, all collection activity has ceased and there is no balance due for services on this account. 

  Customer Answer

  Date: 04/03/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:03/22/2025

  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.

  Sold me a septic system in 2022 for about $12K. They installed it incorrectly, and it broke. They were brought out about 2 weeks ago, and a ticket was opened to get it fixed. They ignored the ticket until the sewer system backed up into the shower and the toilet 2 weeks later. They then refused to cover any fixes related to their incorrect installation, so I have to pay another $1K.

  Customer Answer

  Date: 05/10/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 05/12/2025

  Thank you for the feedback. Upon review, our Orlando operations team went out and the GFCI outlet originally installed, had been moved by another vendor causing the issues, and the pump was no longer in warranty. Our first attempt to fix the issue we were turned away, in the interim the pump overflowed, we did replace the burnt out pump but determined nothing further is required at this time.

   

  Wind River Environemental

  Customer Answer

  Date: 05/13/2025

  Better Business Bureau:
  I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 23102466. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  There was no other business that worked on that septic system. The assertion that another business tampered with it is false.
  
  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  
  
  
  FAQ
  
  
  
  Regards,
  

  Alexander

  
  

  
  
  

   

  
  

   

  Business Response

  Date: 05/14/2025

  Good Morning, 

   

  We have included pictures of the initial plug and alarm installation site from when the inspector approved the installation in October of 2022. We did not return to the site for any services until March of 2025, when the customer called stating the tenants could not flush toilets. Our plumber arrived onsite and noticed the alarm and plug location was moved from its original installation location and in the new location it burned out the pump (see attachments October 2022.jpg & March52025.jpg). We do not know how or why it was moved but can say without a doubt that Wind River did not move it after it passed inspaection and were not onsite again until the customer called in 2025. Also included an email that explains the above from out plumbing and install department. 

   

  Thank you, 

  Wind River Environmental

  Customer Answer

  Date: 05/14/2025

  Better Business Bureau:
  I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 23102466. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  In the pictures provided, it doesn't appear that the plugs have been modified in any way, shape or form. The plug looks like it's in the same place in the 2025 photos as it did in 2022. The photos are simply taken from different angles. The assertion that the photos show that anything changed or was tampered with is simply false. Brownies is the only one who touched the septic system. 
  
  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  
  
  
  FAQ
  
  
  
  Regards,
  

  Alexander

  
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:02/07/2025

  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.

  We called ********* Septic on Saturday morning stating that our drains were clogged. We had an appointment in which we thought the company would come to fix our drains. The gentlemen came out to fix our problem. He started by taking of the septic lid, put a stick down there and he stated that he couldn't fix our problem. On Tuesday morning we called M&S Septic Services to come out in order to pump our septic, while on the phone with M&S, ****** stated that she would send out a technician to see if they could help us and also have the pump truck on call. ***** came out and fixed our clogged drains and cancelled the pump truck as it was not needed. Since then, I have tried to contact Wind River Environmental on several different occasions and would get ******* voicemail.

  Business Response

  Date: 02/24/2025

  We apologize for any inconvenience or dissatisfaction you experienced with Wind River services. Please know we appreciate the opportunity to correct our errors based on customer feedback and will address your issue appropriately. A full credit of services, as requested, has been approved and will be applied to the credit card used for the charge initially. 

   

  Thank you,

  Wind River Environmental

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair 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.

  Previously known as ****************. Annual septic pumping completed 12/20/24. Unfortunately lid to septic tank was not secured. Ive called 3x asking for them to come secure the lid so toxic fumes dont continue to leak out. The tank is in a high traffic area outside my bedroom window so I know the smell is coming from the tank when they told me it was not and most likely coming from the house. *** confirmed no gas leaks. Ive received no resolution from Wind River. Horrible customer **********************. According to a picture taken they stated the lid was secured back on 12/20. They have unfortunately lost my business but would like the job completed.

• Initial Complaint

  Date:11/26/2024

  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.

  I scheduled my septic to be pumped on 11/14/24. I live in a tight-fitting condo property where several of the units' septic tanks are located behind neighbors' houses. I live in Unit 3, my septic tank is located behind Unit 4, which I made clear when scheduling. I was not home at the time of the scheduled pumping, but a family member noticed they were digging up wrong septic tank and told this to the worker. After being disregarded by the worker, the family member returned with the official surveyers' septic tank map showing exactly where each units tanks are located. After showing the worker the correct location of Unit 3's septic tank, the worker, again, dismissed the family member insisting they he was here to pump Unit 4 and pumped Unit 4's septic tank. I received several emails confirming this service, before and since, all in which my address and pumping ticket was for Unit 3. I called later that day to notify them of the situation. They charged me $394.94 for the service the next day, but my septic was never pumped. Its been 2 weeks, and 4 customer ********************** calls later all guaranteeing me that they escalated the compliant to a manager, my tank still hasn't been pumped and no one has contacted me. I requested a full refund and waiting for a response.

  Business Response

  Date: 12/10/2024

  Branch manager spoke with the customer and agreed to correct the error at no cost. Pumping of unit 3 was completed on 12/10/2024, WO 4289018738.
  
  Thank you,
  
  Wind River Environmental

  Customer Answer

  Date: 12/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:11/20/2024

  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.

  On May 6, 2024, I contracted [Company Name] for septic pumping and requested a quote for an effluent filter installation. The company quoted $514 for the filter installation and $520 for the pumping. During the service, the technician dug to access the inspection pipe and recommended installing risers and covers for future ease of access. The technician also informed us that installing the plastic filter would require jackhammering the concrete baffle. We declined, and the filter was not installed.Despite this, we were charged $577.17 for the filter installation that was never performed, resulting in a total of $1513.09 across three invoices. All other charges on the invoices are accurate and acceptable. However, the $577.17 for the uninstalled filter must be refunded.We have contacted the company multiple times regarding this issue, including:November 4, 2024: Spoke with ****** who escalated the issue.November 11, 2024: Discussed details of the service and charges with ******** who escalated the issue.November 19, 2024: Spoke with ********, who escalated the issue to the case manager, ******.Despite these efforts, the issue remains unresolved. We respectfully request the company refund $577.17 for the unperformed service.

  Business Response

  Date: 12/10/2024

  Upon review, the branch refunded the the additional energy charge and charge for filter installation only. All other charges associated with riser installation and pumping are valid. 
  
  Thank you,

  Wind River Environmental

• Initial Complaint

  Date:11/16/2024

  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 requested to have a normal septic tank pump which was done on 5/30/24. The pump was completed. However, on 6/4/24 I received a notice from the *************** indicating that my system was having issues & that I have 30 days to have the system inspected by a ****************** I did not request a Title V and Wind River had NO RIGHT to report me to the board of health.I called Wind River Environmental and they acknowledged they were in the wrong. Evidently these guys get COMMISSION every time these situations come up! So, are they creating a situation that is not there to make a commission, at the expense of the homeowners?! This should be addressed- they are probably doing this to a lot of unsuspecting homeowners. Title V in ************* is required when you are selling your home, not requesting a septic pump. They are in the wrong!Now, I never received a phone call from the manager ****; however, she emailed me saying I needed to pay for ADDITIONAL costs because of their error! Now- instead of zeroing out my bill for $452.00; they sent me to a collection agency! THIS IS THE WORST CUSTOMER ********************** EVER!!! They should be called out for it!

  Business Response

  Date: 12/10/2024

  The region leadership was contacted and a credit has been issued for the pumping work. 
  
  Thank you,
  
  Wind River Environmental

• Initial Complaint

  Date:10/12/2024

  Type:Product 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.

  On ****** 12, 2024, $620.24 was charged by Wind River Environmental to my credit card for an emergency septic tank pump out. I requested a refund because I had an appointment with the company to repair the septic pump on ****** 13, and there was a delay in scheduling the appointment which lead to the septic tank backing up again. My request was reviewed by management and I received a phone call in late ****** stating my request has been approved and a credit would be issued. After a week, I called to check on the status. I was told it needed to be processed by Accounting and would be issued soon. The credit has not been issued. I also never received a response to my email inquiry.

  Customer Answer

  Date: 10/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ******