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Business Profile

Septic Tank Cleaning

Wind River Environmental, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Septic Tank Cleaning.

Important information

  • Customer Complaint:

    BBB with the use of artificial intelligence, analyzed the complaints on 6/10/24

    BBB shared the findings and recommendations with Wind River Environmental.

    The findings appeared to show:

    • Complaints peaked in February 2024, suggesting a potential seasonal trend or a specific issue during that time. The number of complaints has been relatively steady in other months.

    Wind River Environmental on 7/21/24 responded to BBB with:

    • The trend peak in Feb of 2024 was due to a consolidation of our 50+ locations we have acquired through the past 30 years into a single corporate account.

Complaints

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

Find a Location

Wind River Environmental, LLC has 51 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 47 total complaints in the last 3 years.
    • 17 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:10/04/2024

      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 10-1-2024 I got a septic service completed by ******* Environmental. I was quoted $329 for a pump of 1000 gallons but I was billed $676 of which $352 was billed for digging a 24 inch hole 13 inches deep. This price was not disclosed prior to service had it been I would not have used them. They actually charged me more for the small hole than pumping the tank. My credit card was billed for $676.35

      Business Response

      Date: 10/10/2024

      Thank you for bringing this to our attention. Upon review of the account, the branch manager has already approved the refund of the digging charges to the Credit Card on file. We apologize for any confusion concerning additional charges which can be incurred onsite based on tech findings, i.e. additional digging or gallonage. We look forward to serving you again in the future. 

      Sincerely,

      Wind River Environmental

      Customer Answer

      Date: 10/10/2024

      [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:09/23/2024

      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.
      On 8/19 and 8/21. The septic crew visited my house to pump my septic tanks. The first day the tech could not locate the septic tank and said that someone would come back on 8/21 that was aware of the location of the tank. On 8/23 the crew came back to the house and had more difficulty finding the tank but eventually found it. The tank was pumped. Two days later I discovered that the septic crew had used the tool that they use to poke around in the ground to find the tank and had severely damaged my irrigation system causing flooding. I have called this company three times and each time they tell me that someone will call me to address the problem. They have not called me back. I am asking for $300 refund from the company to pay for the repair work I had to do because of them.

      Business Response

      Date: 10/02/2024

      Thank you for informing us of your concerns and we apologize for any frustration. Our branch manager has discussed the resolution with and we are crediting back the card to account for any damage. We hope to work with you again in the future.

      Sincerely,

      Wind River Environmental

    • Initial Complaint

      Date:08/30/2024

      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.
      On April 23, 2024, ******** (owned by Wind River Environmental) was scheduled to pump our septic tank on our residential property. The person who they sent to do the job dug in the wrong location and damaged our distribution box and was unable to complete the job. The company sent someone a few weeks later (05/07/2024) to inspect the damage, but he was unable to determine how to fix the distribution box or what kind of box it was. The box was clearly damaged and was gushing water on the initial visit, but was no longer actively leaking when the second ******** visited. I have followed up on several occasions since ****** speaking to Wind River's corporate office customer **********************, emailing and calling our regional Wind River office, and speaking to a local ******** customer ********************** person, but no one has followed up to resolve the issue. We still have a hole in our yard and a broken distribution box.

      Business Response

      Date: 09/17/2024

      Thank you for bringing this to our attention. We apologize for any inconvenience and delay in resolution. Our branch Manager reported on his visit on 9/17/2024 where he reviewed the system and explained nothing was damaged The system has infiltrators for the drain field. He expressed you were satisfied with the resolution. 

      Thank you for your business,

      Wind River Environmental

    • Initial Complaint

      Date:08/26/2024

      Type:Customer Service 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.
      Wind River charged me $618.57 to pump my septic on 8/12/24. After a few frustrating attempts, horrible customer ********************** and outright lying, they never pumped my septic. But the kept the money! The promised a total refund twice within 72 hours. That was 12 days ago. I have a large credit card bill and am getting a run around from this company. THEY DID NOT PROVIDE ANY SERVICE. Please help me get my refund back.

      Business Response

      Date: 08/30/2024

      Thank you for bringing this issue to our attention. We apologize for the negative service experience and subsequent delay in resolving your billing concerns. We have fully refunded all moneys charged to the card on file and adjusted the account balance to $0. We hope you will give Wind River the opportunity to serve you in the future and provide an improved experience.

       

      Sincerly,

      Wind River Environmental

    • Initial Complaint

      Date:06/25/2024

      Type:Service or Repair 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.
      Our septic tank was cleaned on or about 9/5/24, invoice number ******. I met the driver and showed him that the invisible fence was near the septic tank. he said ok. when he finished and replaced the tank lid he broke the invisible fence wire. Their invoice states that the wire was broken. I called Invisible Fence to repair. It costed ******. I was in contact with the Wind River from the day that it was broken. Numerous emails back and forth with promise to escalate and I have yet to reimbursed for the damage that was done by Wind River. I have been working with ********************* and was 'promised' he would escalate. I would like to be reimbursed.

      Business Response

      Date: 07/01/2024

      Thank you for bringing this to our attention. We apologize for the delay in resolution for your issue. We have submitted the amount, $156.87, for refund back to you. This is not the experience Wind River Environmental wishes for our customers. We appreciate the feedback and will use it to improve our service. 

       

      Thank you,

      Wind River Environmental

      Customer Answer

      Date: 07/01/2024

      [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,

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

      Customer Answer

      Date: 08/06/2024

      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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      I have not received reimbursement from Wind River related to my complaint, ********.  

      Business Response

      Date: 08/06/2024

      We apologize for the delay in the refund to reimburse you for the issue. We have expedited completion of the refund today. 

      Thank you,

      Wind River Environmental

    • Initial Complaint

      Date:06/13/2024

      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.
      Business texted me yesterday 6/12/24 at 1:20p stating I had a unpaid balance and if I didn't pay it would be sent to collections. They stated they came out and did a service call at my property on 5/15/24. I had called this company 2 months ago inquiring about their services and we talked about them coming out but I said I needed to shop around some and I did not confirm them coming out to my residence. I also never received an email, text, or phone call over the month to confirm this "appointment". They are stating I owe $214.11 for a service call that I didn't confirm or want and that they didn't do anything for / NO service was done.

      Business Response

      Date: 06/14/2024

      We reviewed our records of the calls regarding this address and number, ******************. We have an initial call on 4/29/2024 @4:30pm lasting for 15 mins with our representative. In the course of this conversation, the customer agreed to the booking date stating "I want to set the appointment now, to hold something, then I can cancel it." Our representative then provided the customer with our cancellation policy stating "You can always cancel it up to 24 hours before the appointment, after there is a fee applied to it. So, if you are going to cancel please make sure you call us at minimum 24 hours before, ok? The customer says "yes, I want to push it out a couple of weeks" They discuss dogs on property and other animals, restrictions. The customer asks if we can schedule the ********************** on May 15th. The representative schedules, ask the customer to provide CC information. The representative reviewed and recapped the entire order and pricing. There were no subsequent calls to cancel service. Additionally, Wind River sent multiple order notifications to cell phone, ******************, and email, ********************* (see Attachment 1). We also have the technician notes which show the customer cancelled on the day of **********************, in violation of the agreed upon cancellation fee and was charged a service call fee $185. No further credits are due at this time. 

      Thank you,

      Wind River Environmental


    • Initial Complaint

      Date:06/04/2024

      Type:Product 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.
      - Long-time (years) customer of this company. Scheduled a regular septic tank cleaning for 5/23/24.- Technician **** arrived and couldn't find tank, which has always been in the same location right off our patio. We worked with WRE 3 yrs ago when replacing the tank so there's no way they didn't know the tank location. **** clearly didn't know. Dug in 3 separate spots leaving holes and raw patches in the lawn that must be filled/re-seeded at our expense.- After my husband directed **** to the tank, he couldn't remove the cap. He asked us for tools and suggested we may have to reschedule the appt. He was finally able to remove the cap and the job was completed.- On his departure, he left our gate open. I had noted to C/S rep. when I scheduled the appt. that we have 2 dogs and directed them to a specific side of the fence. This is minor, but adds to the overall negative customer experience.- After seeing the dug up spots and hole, I called the company for the first time on 5/24/24 and spoke with Javanti (sp? male) in **; very apologetic. Told I would hear from a supervisor in ***** minutes. No reutrn call.- On Tues., 5/28/24, I used the company's email app on their website to explain and request a call about this situation. I got an automated confirmation of receipt of the message. No response.- On Fri., 5/31/24 I called the company again and spoke with ***, a C/S rep. ******* situation for a 3rd time. Also told her to put a stop on the order for septic tank additive for ~$132 which I never received. She confirmed she could see the order in the system but that it had never been completed. I told her explicitly to cancel it and she agreed. Later that same day, the company charged my card for it. I have disputed it with Citibank. - We should be reimbursed some amount for the additional cost of re-seeding the 2 patches and filling the hole and re-seeding that. They should also cancel the charge I disputed. I provided Citibank with all these details.

      Business Response

      Date: 06/07/2024

      We apologize for having a poor experience, it is not the experience that Wind River Environmental wants for our customers. Having reviewed this with our local team, the septic additive order has been canceled and refunded and they have provided an additional $100 credit to the pumping order for your inconvenience. Thank you for bringing this matter to our attention so that we could resolve it for you. 

      Best,

      Wind River Environmental

      Customer Answer

      Date: 06/10/2024

      [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 after confirming that the $100 credit was applied to my credit card, in addition to the reversal of the charge for the septic additive, I 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:05/23/2024

      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.
      I contacted ***** Septic Service in February 2024 to have my septic tank pumped. They stated they had an opening available and would come by on 2/22/24 to pump the system. I was told I would receive a call from someone with Wind River Environmental who has taken over ***** to discuss the cost. A Wind River employee came to my building and introduced himself and said I would receive an email with the information for pricing. No one came to pump the system on 2/22/24 so I called to see what happened, the individual on the phone was not sure so he gave me a new date for the pump, told me over the phone that the price quoted was $780 but that it could be less depending on what is pumped out. I agreed to the terms of paying up to $780, anticipating that it could be less, and the pump was scheduled. I was then sent a copy of the bill with an amount due on it of $498.86, but when I checked my bank statement they charged me the full $780. I reached out to the individual from Wind River who said they charged me the full amount because I agreed to pay that price over the phone. I explained that I agreed to pay that amount if that is what was due, but the bill was only for $498.86 and I should not have been charged the full $780. March 7th I inquired about the charge and was told they would look into a credit for the discrepancy. April 8th I still had not received my credit so I reached out again and stated that I would be contacting the BBB if this was not remedied. On April 9th I was told a request was put in with accounting and I have heard radio silence ever since.

      Business Response

      Date: 05/23/2024

      Our records indicate that the credit card on file was refunded $281.15, the difference between the estimated price of $498.85 (0.27 cents/gallon x 1500 gallons plus $25 environ charge and Fuel), and the invoiced price for services rendered, pumping 2000 gallons, 500 gallons over estimate. The card was refunded on 04/15/2024. Please not our service contract proposals specify "Note- Outside septic pumping service gallons and fuel are estimated and adjusted appropriately after service is completed"

      Thank you,

      Wind River Environmental

    • Initial Complaint

      Date:05/04/2024

      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.
      I was charged on my credit card for an amount that was nearly even discussed with me. I have called the company numerous times and it is always routed to a call center no one is returning my calls. They refuse to give me the number of the branch. I would like help resolving this issue.

      Business Response

      Date: 05/21/2024

      Upon further review, we have agreed to adjust the $141.22 charge for *********************************. A return visit with an additional technician was required to dig and service the septic tank. The initial technician charged for the septic pumping of 1250 gallons but did not add the typical charges for an additional technician or digging ***** inches as is standard for Wind River pricing. The second technician only charged for the ***** inch digging, the $141.22 charge, and no additional technician fee. We recognize this was not effectively communicated to ********************************* and it is Wind River's desire to always be transparent with customer on charges. We did not accomplish that in this instance and are happy to refund the $141.22 additional digging charge. We apologize for the inconvenience, appreciate your feedback and the opportunity to resolve your issue. 

      Best regards,

      Wind River Environmental

    • Initial Complaint

      Date:04/02/2024

      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.
      They charged me $330 when I booked the pumping. Three days after the service, they tripled the price even though there were no problems, no repairs needed, etc. They are con artists. They are also charging tax before applying a coupon, instead of after, which I am told is not accurate.

      Business Response

      Date: 04/08/2024

      Good Morning,

       

      Upon review, we are refunding the difference from the online booking and gallons pumped on site, $315.49. A refund request has been submitted to the Credit Card used for payment. Please note for future pumping service orders booked online that the estimate is based on selected gallonage, in this instance 1000 gallons, that estimated price may change based on the actual gallons pumped by ************** on site. The online order was placed for 1000g but ************** pumped 2000g from a two-chamber system, that is what accounted for the difference in the estimated price vs the actual price. Our order confirmation, service report, and invoice all state that pricing may change due to actual gallons pumped onsite. 

      Sincerely,

      Wind River Environmental

      Customer Answer

      Date: 04/09/2024

      [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,

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

    Wind River Environmental, LLC is NOT a BBB Accredited Business.

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