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:08/08/2023

  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.

  The company was called following a septic cleaning that resulted in a sewage backup into our home. We initially called our local plumber who informed us we should call the septic company that had completed the service as they had caused the backup. When we called they immediately understood the issue and said they would send someone out that week. The worker came the next day at 1:00. Approximately two days later the company charged my credit card without authrlorization and prior tonprocing an invoice. When I called they said someone would reach out. The next day I received an invoice for inaccurate services and absurd charges.

  Business Response

  Date: 08/09/2023

  Hi *****, 

   

       I appreciate you taking my call and I am glad ****** and you have reached an agreement on the refund in the error.  I apologize for the experience you had and also for the opportunity to correct the mistakes.  We are processing the refund now, and due to the replacement of your card, we are required to process a physical check and remit that to you.  Please stay in contact and I look forward to a return to the experiences that have kept you as a loyal customer for years.

   

  Respectfully, 

  Wind River Environmental

• Initial Complaint

  Date:07/08/2023

  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.

  I contacted Heritage Pumping via email to schedule a time to have my septic tank pumped. I received an email back from ***** with information including prices, and it would cost $262 for my size tank. I booked an appt for 6/14/23. A tech arrived that day and told me via Ring doorbell they needed to know if I was paying by check or card and required the card number at the time for service to be provided. Prior to 6/14 I had emailed several times asking if someone needed to be home at the time of pumping and never received a response. I called Heritage to give my card number so the pumping could be done.Days after the tech was out, I received an invoice from Wind River Environmental. There were notes from the tech that were unclear if he pumped the septic tank or not. I called Wind River since I had no idea who this company was, and was told they bought out Heritage and it was supposed to be on the invoice; it was not. I spoke with 5 different customer service reps who were all unable to tell me if the tech actually pumped the tank or not. The 6th person looked at the pictures and invoice I received and said the tank was NOT pumped, but did change the filter. I was charged a service fee of $148.89 and was told I can book an appt for a pump, would receive $170 off and would pay $205 for the pump because the tech noted the tank was a larger size (which per ***** would cost $375).After talking with 3 more customer service reps, 1 of which identified herself as a manager, I called back to confirm my appt because I hadn't received confirmation. I was told the "manager" never booked it and was asked why I was calling since my tank was pumped.After a tech came out, and showed me it was not pumped, I received an invoice and was CHARGED $289.33 that came out of my bank account without authorization. It is unethical for a company to charge a card without consent and charge more than what was told before booking- bait and switch. Abhorrent.

  Business Response

  Date: 07/12/2023

  **********************, we apologize for having so many challenges with your service. Our area manager reached out to you this morning and left you a voicemail.  We would love the opportunity to make it up to you and will continue to reach out until you are able to converse and resolve the service issue.  Once again, we are terribly sorry for this major inconvenience to both you and your son.

• Initial Complaint

  Date:06/11/2023

  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 6/3/23 my septic failed and began to overflow in my house. For years we used ***** Septic in town. We called ***** and learned it was taken over by Wind River Environmental. They came and pumped out my septic, the next day they came back and literally flushed the toilet 3 times, stated I had good water flow and it looked like everything was fine. They leave after charging me $467.25 for just Sunday for the emergency service call. Saturdays call was $975.99. I would have been alright with that except when we went to use the shower, everything backed up again. I asked around for a reputable septic company and several people recommended Hopewell Septic. Having lost faith in Wind River, I called them. Hopewell Septic came out Monday, took a quick look in the access hole and stated your pipe is crushed. He then sends a camera in and confirmed the pipe was indeed crushed and therefore obstructed. They came back the next day, dug it all up, removed the crushed pipe, rerouted it for better flow, replaced the damaged pipe with a new one, filled the whole, seeded, and put hay down. They also removed some old bushes that were too close to the pipe. All this repair work for $2,250. I am absolutely disputing the $467.25, they did not fix anything, on the contrary, they caused more damage since my septic backed up into my home again. I had to clean everything up again, something that was totally avoidable except they said everything was fine. I should be disputing the entire amount to compensate for damages from their failure to repair the septic properly. I am attaching Wind River's invoice as well as Hopewell Septic who I had to hire after Wind River.

  Business Response

  Date: 06/15/2023

  Hello ******, 

       I believe our branch manager, *****, has spoken with you and it was clearly a case that ************** did not diagnose the issue.  For that reason, we are completely in agreement and have issued a refund for the fees.  Please accept our sincere apologies as this is not how we do business, and we have put plans in place to prevent this issue from happening again.  It is our intention to serve our customers' needs completely each time we are called, and while your experience was not that - we hope we have the opportunity to earn your business in the future.

  Customer Answer

  Date: 06/15/2023

  [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:03/14/2023

  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.

  Transaction 10/13/21 new septic system ***** gallon and drain field, drain field installed, failed 8 months later. Informed the company the system was 8 months old that I was told the tanks wouldnt have to be serviced for years, explained I was a disabled veteran wearing a catheter and toilets were backed up. Was told I would have to pay to have them drained. I was forced to pay ****** on 9/6/22 again on 9/12/22 another ******. ***** gallon tanks drained twice in a two week period. Their workers familiar with this job themselves said it was installed wrong countless called made to their customer service, always told they wear trying to get in touch with the installers in ******* told the case was elevated to upper management six months later not a single call back. Last call to them was told they were in touch with the charlotte county office board of health. Week later called the county only to be told no one from Wind River has made any calls to them in any way. Due to my disability I am forced to move in with my sisters. Paid over ****** for a system that failed 9 months later and their own workers that would come out to drain the tanks say it was wrong they way it was installed, their supervisor made a field visit thought it bad enough that they didnt charge me the third time it happened a week later, tanks were drained a told of 3 times The supervisor assured me it would be taken care of. Six months later and nothing not even a call back. I would like this to be corrected. I am a disabled veteran that needs to have access to the toilets to drain my catheter. They also go by the name A-1Gator ***************** in southwest *******.

  Business Response

  Date: 04/04/2023

  ***********************,
  
      Our branch manager mentioned the possible need for a lift station when the system was designed because of the proximity to the water table, but you were adamant that you were not interested in that even when the system was installed.  We installed the system per the guidance of the county based on soil samples and water tables, which we spoke to you about when we installed the system as very close to the level of your drain field.  We followed the allowances of the county and your preferences.  The system was installed and inspected per the specifications of the permit issued by the county.
  
      We met to discuss options to elevate your drain field above the incorrect water table from the county and revisited the need for a lift station when we spoke to you again in September.  You seemed to understand the issues at hand and were understandably not happy that the water tables were not correct from the county, but our branch manager did visit the site and verified all the measurements, and that the system was installed correctly.  We left your property after clarifying that the system was properly installed according to the plans designed and inspected by the ******* ********** of Health Charlotte County. We have determined that the issues are related to an issue with the design that were not made apparent until well after the system was installed and in use.
  
      We are looking into the problems you mention here and will be happy to investigate any additional possible cause.   We may need to schedule time to review with you the options again as we assemble a plan to resolve, but our branch manager has called and left a message for you at the number in your complaint.  If there is another number to reach you, please let us know.

   

  Customer Answer

  Date: 04/05/2023

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  ******

   

   

  Customer Answer

  Date: 04/11/2023

  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. 

  Regarding the rebuttal, your branch manager may have discussed this design with his supervisor but not with me, never did this water table issue was discussed. Flat out lie that I was adamant about something that was never bought to my attention. Furthermore if this was such an issue and you the manager was so concerned why wasnt it part of some report to the board of health or me on paper. When I contracted this company they gave me two purchase options one for 10K the other for 14K. They said this would be handled as a repair job and the 10K would be enough and I wouldnt have to see them for 5 years to have the tanks emptied and would only have to be inspected once a year. They only one to visit was a supervisor after the 900 gallons tanks were emptied twice in a two month period. He dug holes around the drain field and even on the drain field and concluded the drain field was dead. Again I explained the need for them to make the corrections because of my disability humiliating myself by showing them a catheter strapped to my leg. I explained it was wrong for them to charge me ****** each time to empty the tanks and was being forced to live outside my home at my sisters home. I asked him if he would take care of this and he said yes that I would probably have to pay for sand and the sod to go over the field I told him that sounds  fair. Again never was this pumping station ever come up. I received a call from **** the supervisor only after this case was filed saying he lost track of it because of the ***. According to the health department field person involved with this case he made numerous calls to this supervisor and never returned his calls and relayed to me that he would call their corporate office that and me filling this case is when I received a call from this supervisor **** telling me that they would upgrade my system for an additional ******** and they would were cutting me a break and not charging me taxes. I said how is this a break if this was the price on one of the original options that you said wasnt necessary in the beginning and now was another ****** more. I reminded him of our discussion regarding what I would pay on my end but continued to say they were cutting me a break and not charging me taxes. I told him this was unacceptable and they had to come up with a better option. For the record I am more than willing to submit to a polygraph anywhere per these statements I have made if this manager and supervisor will do the same. 

  Business Response

  Date: 04/12/2023

  Hello ******, 

   

        We have attempted to resolve amicably and to the best of our ability. The two prices were presented prior to permitting,$10k reflecting a system without a lift station and $14k reflecting a system with the lift station. This is done because the elevation of the drainfield,which is determined by the ****************** determines if we need to install a lift station or not and is unknown until the permit is issued.  We properly installed the system, as evident by the multiple passed inspections from the County.  When notified of the issues you were having, we sent out the branch manager, who is also our licensed septic tank contractor with extensive experience in soils and site evaluation, to inspect the system. He found that the observed water table was at the same elevation as the drainfield elevation. Because of this the drainfield will not drain properly when the water table is elevated. Based on those findings we determined that the elevation on the permit, determined by the ****************** site evaluation was not adequate and the system would have to be raised and a lift station installed to achieve this. We offered to do this for the cost of materials only, absorbing all permitting, labor, trucking, and equipment costs.  We will still stand behind that offer, but we came to you with the best offer we could make because we do not take these types of complaints or accusations lightly - regardless of the validity of this complaint.  The county inspector has verified that the system was correctly installed and the workmanship met every code put in place to verify that workmanship and the protection of you, the environment and the property based on the water table information.  We are sorry that you feel this way, and it is our primary concern to treat our customers and our employees with integrity.  This integrity is the reason for our offer, but if you choose to decline it - that is your decision and we respect that decision.  You have our branch manager's phone number, and we will be happy to provide you outstanding service in the future should you decide to call.

   

  Respectfully, 

  Wind River Environmental

• Initial Complaint

  Date:01/31/2023

  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 schedule service for my septic to be pumped on Jan 6. I received a report saying the septic was pumped and the functionality of the septic system was checked. They charged me over $600. I was not home during the service so it is impossible to test the systems that were claimed to be good.I realized approx. 5:30 PM EST on 16 Jan all the pipes in my house were backed up and my washing machine was acting as my septic. I was having surgery the next day.I tried working with Wind River through through 20 Jan to come out to resolve my issues. I asked for the 24 hour emergency services however those services do not extend past 3:30 PM EST. I also asked for 'incomplete' maintenance on be completed or an inspection to verify. They kept on trying to charge me more $$. I was unable to shower or use facilities for nearly a week after my surgery. I also had to go primarily to a liquid diet.I called another company to check my main lines and explained I recently had my septic pumped. *********** went to check the main lines and while opening the septic tank noticed the septic tank was nearly overflowing. (I am the only one in my house and my sons were over 2 days since the septic was 'pumped', it is also nearly impossible to overfill **** gallon tank in this time) *********** charged me a service fee and could nit do anything for me. I had to call another septic company. They came out, had to pump the entire septic system, checked all the systems and found there was a clog in the main line. The clog was in the main line do to the system not being pumped originally. 'Clean' angle modified to hide reflection (not taken at the same angle). In the process of getting the pic from the pipe cleaning company showing full tank on 20 Jan.

  Business Response

  Date: 02/01/2023

  Hello ****************, 

   

       Our Branch Manager personally spoke with the you a few weeks ago. and explained we need to follow up with DC (you agreed) but unfortunately didnt want to pay for that service when our rep reached out to schedule - so it never happened. 
  He looked into this pretty deep, the cleaning was done correctly , photos proved tank was pumped to the bottom 2 weeks prior by a seasoned technician, but are willing to speak to you on this.  Please let us know if you are open to discussing the service and follow-up again, and ***** can reach out again.

   

  Thank you, 

  The Wind River Environmental Team

  Customer Answer

  Date: 02/02/2023

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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

   

   I called Wind River on Monday night twice. Wind River tech "*******" hung up the phone on me both times. I reached out on Wednesday to attempt to resolve the issues. I had one of the local managers give me a call and presented the options. He stated that everything was done according to the report. I asked him to come to send a tech out to inspect. He said that he would get back to me to see if he can get a tech out. He never contacted me back. I had to call Wind River back around 5 PM on Wed. At this time one of the customer services reps presented the offer to have me pay to have someone come out and inspect. I did refuse to have to pay someone to come out and inspect as the original tech ******* said he was going to create a ticket for an incomplete maintenance Monday evening. He failed to do so. I then contacted Wind River again on Thursday. I escalated the call to the supervisor. The customer service supervisor stated again that I would have to pay. I questioned him about the report and how the tech was able to verify the septic was running correctly per the report. The supervisor stated the techs test by flushing or having someone in the how flush a toilet. I asked him how his was able to test this and annotate the saying the system was working correctly when no one was home and the tech did not have access to enter the house. The supervisor said the IT system the techs use makes them annotate the tested the system. I then said the report was wrong. The supervisor said it's not wrong. I said yes, it is because you Wind River was unable to test yet the marked the test was complete and passed.  The Supervisor then stated I was playing semantics. I asked how could I be playing semantics if this is a yes or no question. He said I was, so I asked to escalate to his supervisor. He refused and stated he was the last person I was going to talk to. I then stated they have two options. 1) Send a tech out to inspect due to incomplete maintenance or 2) I will have to go another route. He said that he needs to pass that along to the local field tech/manager. I said, **, please relay the options. He stated he would relay the options, and someone would get back to me. Up until this point, Wind River has not gotten back to me directly. The email response through BBB is the first response I have received since they stated they would get back to me on 20 Jan 2023.
  
  This response from Wind River is unacceptable due to the facts they did not complete the maintenance, falsified the maintenance report, failed to contact me back, and wanted to charge me for to come back out to my residence after they failed to complete the maintenance in the first place. 
  
  Regards,

  *********

   

   

• Initial Complaint

  Date:12/24/2022

  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.

  The showers in my home were slow draining and the toilets were making gurgling sounds and I was hosing Thanksgiving so I decided to have the tank cleaned. Technician came out on 11/23/2022 and pumped the tank and said he noticed baby wipes that were likely clogging the main septic pipe. I called Wind River again to snake the septic pipe to tank and clear any clogs. Technician ******************* came on 11/25/2022 later than the time I was told and I had to pickup the kids so I ran through the process with him quickly but was not there for final inspection. He stated the closest place to the tank was the master bathroom and he would snake the line from there into the tank. I thought this was odd, I'm not sure what the issue with using access port in basement was, I believe he was afraid that waste would spill-out. He snaked from the outside-in and completely clogged where the external cast-iron pipe met the inside plumbing. I was not there to do final inspections and he forged my signature on the credit-card receipt. I had to cancel hosting Thanksgiving, but luckily my uncle (a plumber) was in-town. None of my toilets worked and you could not take a shower after what **** did to my system. My uncle snaked the drain properly through the access ports in the basement and remedied the issue. All I am asking for is the $690.25 refunded that was charged for a drain cleaning service that was a huge failure and caused way more issues than it remedied.

  Customer Answer

  Date: 01/06/2023

  I have not heard from the business in response to my complaint.  I have contacted them several times and on two occasions was promised a call back from a manager and/or supervisor and have never received a call back nor any denial of their mistake nor rectification in any way.

  Business Response

  Date: 12/11/2023

  Hello ****************, 

   

       As I understand this service was over a year ago, we have reviewed your complaint and have discussed this with you in the past.  We understand you said you did the work yourself, and then you changed the story saying the work was done by an uncle.  We understand you have not responded, so we are happy to honor the resolution we offered previously, or part ways with an understanding that we will not resolve this.  Please feel free to reach out to the branch manager at Acton by calling ************.

   

  Thanks, 

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

  Customer Answer

  Date: 12/11/2023

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  *******

   

   

• Initial Complaint

  Date:11/15/2022

  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.

  On 11/14/22 Wind River Septic came to my home for a scheduled service. During the service the technician dug a hole without cutting out the sod to be replaced once the hole was filled. The septic was pumped and the hole was filled with dirt and rocks leaving the previously manicures lawn with an area approx 3 ft in circumference of dirt and rocks. I called the company and spoke with a supervisor. He was unable to provide any solution so he assured me that his superior would call in 24 hours. That call was made on 11/10/22 and as of 11/15/22 I have not received a call but did receive a bill for ******. Part of that **** was the cost of digging. The technician also lied and said he tried to call regarding the lid needing to be replaced. I called that morning from work to verify the correct phone number was on file and my cell phone was listed as a back up.I didnt receive a call and the company told me of no call when I spoke to them. This company is very unprofessional.I expect a discount on the service due to the mess they made during service that now cant be repaired until Spring.

  Business Response

  Date: 07/10/2023

  Hello *********************, 

   

         It is always our policy to leave our customer's property in the same or better condition that we found it, so I do apologize for the issue with your yard.  I show that our technicians did come out in the spring and installed a riser as well as a replacement lid for your system at no charge.  While it is never comfortable to wait for this issue to be resolved until spring, I hope this meets your expectations and restores your faith in how we do business.  An additional benefit is that the riser and lid will now allow your system to be serviced without digging and extends the time available to service your system even when the ground is frozen.  Please accept this as our attempt to correct your experience.

   

  Sincerely, 

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

• Initial Complaint

  Date:11/09/2022

  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.

  I had a contract with this company to manage my hoot system, per the town, it is required by law to maintain a contract with a company, no trouble there. I moved out of my house in May 2022. I informed this company of my move, asked them to confirm cancellation of my contract as I am no longer the owner. They told me 6 months later, another charge on my account. I am being told it is my responsability to connect with the new owner to maintain the contract. Mind you, the owner can work with whichever company she wants. It is the owners job to maintain a contract and share that contract with the town. I am being told it is my job to get in touch with the new owner to have them maintain the contract. I suppose they will try to charge me forever for a house I no longer own.

  Business Response

  Date: 11/28/2022

  Hi *****, 

   

       I just spoke to my branch manager, and he confirmed that we were unaware of the contract cancellation until we performed the service.  He also informed me that we have since refunded your credit card and have closed the account under your name.  I can confirm that we have closed the contract and the account as I work in the corporate headquarters and could find nothing active in our database for your name, your telephone number or your current address.  Please accept our apology for the confusion, and thank you for reaching out to resolve the issue.  It is our usual procedure to ensure that we keep all systems requiring monitoring, inspection and service up to date and to provide the peace of mind to our customers that we are diligent on these items for them.  It appears this breakdown in communication was an unfortunate result of that effort, and am thankful that we could resolve this with you.

   

  Thank you, 

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

• Initial Complaint

  Date:10/18/2022

  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 am a franchisee for ******** and Wind River is a vendor we use sometimes. Wind River obtained (in error) our credit card information claiming it had to have a credit card on file because we did not pay an invoice. We NEVER received the invoice instead Wind River sent us a WORK ORDER. You can't pay an invoice you don't even receive. NOW, Wind River charges the credit card on file every time they come out. We have NEVER given Wind River permission to use the credit card. We NEVER receive an invoice. They charge and bill the card whatever they want without notifying us. So far, they have refused to remove the card from their system even though we have asked twice.

  Business Response

  Date: 10/19/2022

  Hello **********************, 

   

       I will get this information to the branch manager and ask him to reach out to resolve these concerns with you.  It sounds like we may be sending the invoice to the wrong place, and we can absolutely solve that issue quickly.

   

  Respectfully, 

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

  Customer Answer

  Date: 10/19/2022

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  Morning Star, Llc

   

   I've attached the **************** Report. It is indeed mailed to the correct address. 624 Tyvola. However this is not an invoice it is by all standards a report of work completed. But you can see they charged one of my DM's Amex card. It's in the fine print. This has not been resolved. It is a poor business practice to automatically charge the card and not invoice. I was not late in paying service happened on 10/13. They went straight to charging my credit card.   Poor business practice and they need to be reported. I called their office several times to resolve but. I have the names of those employees but it has not and they even said it would not be resolved.

   

   

   

  Business Response

  Date: 10/19/2022

  Hello **********************, 

   

       I was simply offering a possible solution, but I have reached out to the branch manager to resolve this with you.  He is looking into the matter currently and will call you in the next day to resolve.

   

  Thank you, 

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

  Customer Answer

  Date: 10/21/2022

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  Morning Star, Llc

  I have spoken with the gentleman from Wind River. Because of their poor business practices they have decided that I must stay on COD because of the mistakes they made. I paid my bill when I was made aware of it. They continue to use my DM's card on file even when they were asked not to.  

   

   

   

• Initial Complaint

  Date:08/23/2022

  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 was supposed to come clean our septic tank on weds august 17th in the am. they never showed up and sent an email at 320pm stating they couldnt come that day and would reschedule in 2wks. i was able to finally reach them and they came on friday aug 19th in the am. man cleaned the septic tank in about 10 mins (usually takes much longer). after he left i found that he never covered the septic tank in the ground properly, he threw rocks, twigs and leaves on top but area should be completely covered with sand. area was left open and sloppy. have called the company numerous times only to speak with call center, have never had a return call. i need someone to come and properly cover septic tank and want adjustment on bill for inconvenience.

  Business Response

  Date: 09/09/2022

  Hi ******,

   

       I believe we have already come out to your home and resolved the issue, as well as provided you the requested discount for you trouble.  I want to apologize for the experience and please know that we have corrected the reason that was your experience.  I look forward to servicing your property whenever you may need us again and showing you the service you have come to expect from us as a company in the past.