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Business Profile

Septic Tank Contractors

Kelly Septic Service

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Septic Tank Contractors.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:01/09/2025

    Type:Sales and Advertising 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 November 27th, 2024 I called Kelly Septic Service because I was having problems out of my septic tank that was still under warranty. A guy came out and instantly ruled out that grease was the cause of my tank to back up. I was like I disagree with your findings because Ive only been in this new home 5 months, I dont pour grease down my drain and I work over the road and barely cook. He then stated that it could be food that my children put down the garbage disposal. I informed them that they dont cook and eat out when Im not at home cooking. I had to pay for a pump out because he stated it wasnt covered under warranty. The following Sunday I started to have the same problems. So Monday morning I contacted another company for a second opinion. The gentleman that came out stated that he didnt believe that my tank was stopped up because of grease. He thought that it could be a bad pump or a wiring issue. I contacted ********************** Services again and informed them about the second opinion I got. About a week later I was contacted by the owner of the company *** ********************** and he stated that he would get another one of his guys to come out and check it out. Once the guy came out that Mr. ********************** sent out he got shocked by the wires, when he went to inspection the pump. Mr. ********************** then stated that it would be covered under warranty and they would have to replace the pump. Over the next month Ive been trying to get a refund for the money I paid out of pocket because if the first guy had done his job correctly he would have known that it was a bad pump and the service would have been covered under warranty, and I would not have had to pay for the pump out. I would like a full refund

    Business Response

    Date: 01/16/2025

    This Customer contacted our office to let us know that the master toilet was not flushing and the air pump light was on and alarming. A tech was sent out on a service call which is the $165.80 invoice that was posted. The tech found the tank had trash and grease in it and advised the customer that it voided the warranty (attached warranty info) and it needed to be pumped out. The customer did not want a pump out at that time and paid the above service call. The next day the customer contacted our office and wanted to go ahead and get the pump out. We sent the tech out there to pump it out. Once the tank was pumped out the tech could see the pump inside of the tank was getting power but it was not coming on. Tech advised the customer to get a new pump, The customer told the tech that it was not possible to purchase one at that time, it was not under warranty due to the trash and grease in the tank. The customer was given a discount on the pump out which is $400 plus tax and they paid $250 plus tax, which is the second invoice that was posted. The customer did not get the pump that was needed. The customer contacted the office about a week later and advised they had called another company for a second opinion and that company told them the same thing, that the pump was bad. The customer then advised that we should cover the pump under the warranty even though it was voided by the grease and trash in the tank. The owner called customer and spoke about the situation and the tech was sent out to replace the pump for her as a curtesy. The customer then contacted the office and wanted a refund of what she already had paid. The customer was advised she received a free pump and for the new pump to be under warranty, you would have to have a pump out, which it was. The customer received the pump out that she paid for and receive a pump that she did not pay for. This customer received the ********************** that was requested. In summary, this customer received a free pump even though the trash voided the warranty and was required to have a pump out to warranty the new free pump. Therefor a refund was not warranted for this customer.

Kelly Septic Service is NOT a BBB Accredited Business.

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