Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/07/2025

  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 feel I am the victim of deceitful advertising. My septic tank needed pumping, and I looked online for service. Septic Blue advertised that they would pump a 1000-gallon septic tank for $225.00. I scheduled to have this done and was charged $410.14. A $50 "dispatch" charge was added, and the service technician added the remainder because his manual indicated an extra charge because the tank was full. I asked him twice and he confirmed that my tank was a 1000-gallon tank. The Septic Blue online ad says "never surprise charges". Well I had two surprise charges for dispatch and tank full. Nowhere in the Septic Blue advertisement does it say that the charge will be higher depending on tank level. In my opinion the primary reason that most people have the septic tank pumped is because it is getting full due to a layer of undigested toilet paper floating on top of the tank sewage - as was the case of my tank. Also, they arrived five hours later than promised, during which time my wife took a very long bath to ease back pain from degenerative disks which greatly increased the tank level. I sent a letter to Septic Blue explaining that I was very unhappy and the reasons for my dissatisfaction. After a week I had no response, so I called and spoke with a ************* and explained my concern of false advertising and requested a partial refund, but was refused. The ************* representative said this type of advertising & charges were customary in their industry. So in my opinion false advertising and cartel activities. In addition to what I consider false advertising, they arrived 5 hours later than scheduled and their ad says the pumping service "includes free enzyme treatment" which I did not receive. I am requesting a refund of the difference in the advertised price vs. what I was charged.

  

  Business Response

  Date: 03/10/2025

  Septic Blue would like to thank Mr. **** for choosing Septic Blue for his Septic System needs.
  Mr. **** contacted the company and stated that his septic tank needed to be pumped and he was experiencing no problem but commented that the system becomes blocked up after a rain.
  The *** informed Mr. **** on the phone that for pumping ***** Gallons the charge is ****** and there is a dispatch fee of *****. Mr. **** repeated this back to the ***. Mr. **** then instructed the *** to book the job.
  The technician arrived on site and opened the access riser and discovered the Septic Tank was overfilled above the proper 1000 gallon operating level.
  Upfront the technician informed Mr. **** that he would need to pump more than a thousand gallons considering the level was past normal operating level,and sewage water would pour back from two different sets of 4 piping resulting in pumping 1500 gallons or more. Upfront the technician informed Mr. **** what the pricing would be because the more that is pumped the more Septic Blue is charged to dispose of the sewage. Mr. **** instructed the technician to proceed.
  In conclusion, the septic system has a problem with the drainfield and Mr. **** continues to choose not to fix the problem which is causing problems inside the home. We apologize to Mr. **** about the tardiness.Unfortunately, technicians were stuck on other jobs they needed to finish before leaving and is why the dispatchers called twice apologizing and informing Mr. **** we were running late. Septic Blue recommends that he solves the Septic Drainfield problem because it will get worse and may possibly start flooding his home with sewage considering this system is at basement level. We wish nothing but the best for Mr. **** and will come by and apply the enzyme treatment at no charge on the day and timeframe of his choosing. 

  Customer Answer

  Date: 03/11/2025

   
  I am rejecting this response because: It is still my opinion that the Septic Blue online advertising is false advertising, both from the price to pump a 1000-gallon septic tank, and for the "no surprise charges". My biggest mistake was to not research Septic Blue on the BBB web site before contacting them for service - as there are other reasonable people who have previously complained about the same deceptive advertising. I will never use Septic Blue in the future, plan to file a complaint with the NC Attorney General, and will tell everyone I know to avoid Septic Blue. 
  
  

• Initial Complaint

  Date:01/26/2025

  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 January 3, 2025, I had Septic Blue come for a pump clean. They discovered that there was an issue and the distribution box needed to be replaced. I was provided estimates for the additional cost for the pump clean and replacement of the distribution box. When I received the final bill, there was a charge of $149 for a 3 year Advantage Program which provided a 20% discount that was evidently included in the estimates but without knowledge that it included a discount for the Advantage Program. I contacted Septic Blue and asked for the signed estimated to verify the Advantage Program was not included. Septic Blue refused to provide such documentation. If the estimates for which I signed off did not include the Advantage Program, then I should only pay the price quoted and receive a refund of $149 for the Advantage *********** of the representatives doing the work was named *****. ***** informed me the only enzyme product on the market that worked was Bio-Clean. For some reasons, Septic Blue provided me with their own product. I asked for why they would their product at my door when ***** told me only Bio-Clean works. If I cannot get an explanation of why ***** would recommend one product and then leave another product @ a cost of $329, then I would appreciate a refund with the company responsible for picking up an "inferior" brand name product according to their own staff person.

  

  Business Response

  Date: 01/30/2025

  We would like to thank Mr. **** for the business. We apologize for the frustrations that come with Septic System problems. We certainly dont wish them on anyone but we are there to help when you need us. There were several issues with the septic system. Upon discovering these issues Mr. **** was educated on how a septic system works so he could properly understand the work that needed to be performed. Mr. **** was provided with an upfront quote to repair the system which included the complete price. Mr. **** instructed us to proceed and signed the contract. Inside of this quote was a Septic Blue advantage plan to save Mr. **** money. The advantage plan membership is for 3 years. The Advantage plan includes priority booking, is transferable and provides discounts of up to 20% on certain performed tasks. There are standard pricing and membership pricing that is identified on the invoice. On the invoice it shows that the advantage plan was honored that same day and saved Mr. **** $720.03 (Exhibit A).We are not able to refund this task because the invoice will increase 720.03.
  The *** enzyme treatment is optional and Mr. **** may return those bottles to our office for a full refund of the unopened/unused bottles.Thank you for voicing your concerns Mr. ****, we wish nothing but the best for you and are standing by to refund the *** bottles when we have them back in our possession.

  Customer Answer

  Date: 01/31/2025

   
  I am rejecting this response because:

  The documentation showing the estimates for additional costs for the distribution box and pump cleaning were not provided as requested.   I do not recall those estimated which were in the aggregate but equal the itemized cost with the discount included the additional cost for the Advantage Program.    The Advantage Program was added at the last minute on the invoice and should be considered an unethical practice.  Evidently, the company refuses to provide the documentation because it reinforces my claim that the costs were provided without notification of the Advantage Program.

  I also asked for an explanation of why their representative (*****) stated that only Bio-Clean works.   ***** even showed me the product on his phone at Amazon.  ***** claimed no other product works.   I asked why ***** made this claim but I have yet to receive an explanation.  If the company provided me an inferior product, then they should be responsible for picking it up at my residence and issue the refund especially for a senior citizen.

   

  
  

  

  Business Response

  Date: 02/05/2025

  We would like to thank ******* for the business. Mr. **** was provided with an upfront quote to repair the system which included the complete price. Mr. **** instructed us to proceed and signed the contract. There are standard pricing and membership pricing that is identified on the invoice. On the invoice it shows that the advantage plan was honored that same day and saved Mr. **** $****** (Exhibit A). We are not able to refund this task because the invoice will increase ******. We are not sure how saving the homeowner ****** should be considered unethical.
  We cannot confirm a verbal discussion between Mr. **** and the technician about enzymes on ******. Septic Blue carries top of the line enzyme treatments that the general product cannot receive directly. They are for professionals.
  There is a signed contract,and all the tasks are justifiable via documentation and 28 pictures of the job. The work was performed in its entirety.
  Mr. **** may return those bottles to our office for a full refund of the unopened/unused bottles. Septic Blue is standing by to refund the *** bottles when we have them back in our possession.

  Customer Answer

  Date: 02/05/2025

   
  I am rejecting this response because:

  I asked for documentation of signed estimates for the additional cost of the sump pumping and the repair of the distribution box.   Septic Blue continues to refuse to provide such documentation.  The reason is clear.  The estimates which are claimed to be guaranteed pricing on their website were in the aggregate but would equal the itemized invoice with the discount.   However, the signed estimates would show they not include the additional cost of $149.   The fact is that Septic Blue can give a refund of the $149 without any other adjustments.   Septic Blue can honor the estimates I signed for if they choose to do so as an ethical company.

  ***** recommended Bio-Clean.   ***** is their employee.   It makes no sense that ***** can not explain the reason he claimed Bio-Clean was the only enzyme product that worked.   As an alternative, they can pick up their product for a senior citizen (as an ethical company would do) and refund the cost.

  
  

  

  Business Response

  Date: 02/06/2025

  We would like to thank ******* for the business. Septic Blue provides upfront pricing. Before any single or additional tasks are performed the customer has to sign the contract in several areas in order for the technician to move forward with work, not after.There is no estimate for this, there is a page with tasks and pricing attached to present before the work starts which is the contract and it shows any and all tasks which includes pricing. To remove the advantage plan would make the invoice/contract increase by ******. When Mr. **** makes this payment we will refund the advantage plan.
  Mr. **** may return those bottles to our office for a full refund of the unopened/unused bottles. Septic Blue is standing by to refund the *** bottles when we have them back in our possession.

• Initial Complaint

  Date:10/17/2024

  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.

  August 16, 2024 Septic Blue of ********* came out to empty our tank. The technician said the tank needed additional lines installed and they could do it but we would have to fill out loan papers and pay for it before they could order the necessary parts to do the job. A permit was also required so we scheduled with ****************************** to come out and look at our problem. Well during the inspection, it was discovered that the tank had a crack in it and needed to be replaced in addition to the new lines. The company was paid by ************** the amount listed above and never called us to check on the work or if it was complete before issuing payment to the company, As of today, we do not have a new septic system or new lines and the company has been paid and no one will respond from the company. The man who holds the license for the company was supposed to come out yesterday [16th] between 10 and 12, he never showed up or called us. I have called the company this morning and gave them two options. 1. They return the money they were paid by the bank. 2. Put in our new septic system. I am tried of the whole situation and don't seem to get any results from them. I don't really want to contact my attorney but will if pushed. I have reached out to an investigative reporter with a news channel and see where that goes. This company is in breach of contract in addition to having money they should not have. I have contacted the bank and were going to reach out to the company but no words on that to date. Probably another call to them is necessary. Thank you for your time.

  

  Business Response

  Date: 10/25/2024

  Thank you for voicing your concerns Mrs. ******** Septic Blue understands that Septic System Problems can be very frustrating. This permitting process has been long for both ******** ******* and Septic Blue.

  Septic Blue has made several trips to meet inspectors and spending resources before a decision was made by Union County environmental health on what they required for this repair. After a final permit was issued we contacted *** ******** After speaking to *** ******** a new quote was prepared due to the change from the original permit to the new permit. Septic Blue advised *** ******* that the manager would personally install the system but if he chose not to go with Septic Blue they would receive a full refund via Synchrony financing. Before Mrs. ******* contacted the office they had already disputed the synchrony finance charge which indicated they did not want to move forward with the work.

  In conclusion, Communication was almost entirely through *** ******* about every step of the process including visits via out technicians and Union county inspector meetings. Septic Blue was unable to directly refund the synchrony charge because of the dispute. Septic Blue had every intent to move forward with the work or do a full refund. Because of the dispute we will be letting the dispute go through. Unfortunately because of the dispute this will take considerably longer to be refunded, otherwise this would have been done within 24 hours.

  Septic Blue Apologizes for any inconveniences this has cause for Mrs. ******** We wish the very best for *** and Mrs. ******* with their Septic problems. They are fantastic people and they will need a highly skilled, reputable Septic contractor to perform the required work.

  Customer Answer

  Date: 10/28/2024

   
  I am rejecting this response because: Started with the risker that was installed on our septic tank was improperly installed. (Installed a round riser on a square hole for the septic tank). They have also been OVER charging us for the pumping of the tank due to the size of the tank size(1,000 gallon tank size and charged for ***** gallon tank). Communications or the lack of, has not been on our part but the company. They did not communicate with us at any time to let us know their intentions. We did receive the new quote for the work required by ******************************. We were supposed to meet with the person who held the license for the company. He called on a Friday and said he would be here the following Wed, between 10 - 12 and he would be doing the work himself. He never called, never showed up and no communication from their office. I found out on Thursday from the company that this person was on vacation and was not allowed to board the plane because he had COVID. If he had made the appointment, he would have exposed two seniors to COVID. During that call, we were also told that a refund was being processed. This refund would be the full amount that ************** had paid Septic Blue. That refund has not been made to date. We can't afford to hire another company because they have not refunded this money. Intend to call the ************** 10/29/24 and file a complaint with ***************************** 
  
  

  

  Business Response

  Date: 10/29/2024

  We apologize to **s ******* about the frustrations they have encountered with their septic system.
  10/14 - the general manager which has 30 years of experience contacted ** ****** about the change with the permit which required a new quote. The ** discussed these changes and offered to install the system or refund the synchrony financing that they applied for if they chose not to move forward with septic blue. The ** gave ** ****** his direct number.
  10/15 - septic blue received a notice from Synchrony via email that ** ****** disputed the synchrony financing indicating he did not want to move forward with septic blue. *(exhibit A).
  10/16 ** ****** cancelled the meeting with the ** via the dispute from synchrony on 10/15 which indicated ** ****** chose not to move forward with septic blue.
  The refund for synchrony - synchrony instructed septic blue that because of the dispute to not respond and they would be refunded on 11/4 (exhibit A)
  Septic blue has sent synchrony a letter requesting the funds be returned ****. We wish ** and **s ****** the very best with their septic system troubles. Septic Blue is doing its very best to have the refunds returned to the synchrony account.

  Customer Answer

  Date: 10/30/2024

   
  I am rejecting this response because: Why should a dispute have anything to do with refund of the money to **************. I am tired of all the he said, she said. They are in breach of contract and accepting funds for a job that they never preformed. If they would just refund these funds ****, this would be complete. !!!!!

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

  
  

• Initial Complaint

  Date:05/31/2024

  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.

  This company quoted me $297 to pump my 15 gallon septic tank. They arrive and then change it to $415 without any warning, inspection, etc. They then demand $49.50 for a trip charge which was NEVER discussed with me prior. I had to call the police in order for them to get off my property. Then, the driver / technician drove over my drainage pipe, completely destroying my $2,500 system. The pipe itself is broken, but worst part is the drain system that needs to be completely replaced by this utter disrespect. The website says, "pay the price you are quoted", only for the office to tell me it is whatever the technician says? This is false advertising, harassment, communicating threats and damage to personal / private property. I filed a police report.

  

  Business Response

  Date: 06/12/2024

  Septic Blue would like to thank ************************ for voicing his concerns. *************************** contacted the company and stated to the *** do not use the 1st driveway but use the 2nd driveway. The technician arrived at the home and parked the truck in the street. The technician met with **************************. ************************ began asking questions about getting his septic drainfield fixed because he knew it was failing. ************************** said he wasa contractor and that he was going to fix his septic drainfield himself. ************************ instructed the technician to pull in a particualr driveway. While pullingto the driveway there was a crunch and the technician stopped. It was discovered that this was a gutter downspout. The downspout was at the road and in the county right of way. There was no way to see this pipe because of the grass overlay. The technician asked ************************** what he would like him to do and ************************** said that it was no problem, he will fix it. The technician proceeded to pull in the drieway and discovered meter boxes on the septic tank for access. The technician discovered the septic tank was overfilled which would be more than 1000 gallons, he communicated this to ************************ and he said that his wife would be mad and leave us a bad review if we didnt charge for 1000 gallons even though we would be pumping more than 1000 gallons. *************************** contacted the office and became very belligerent. ************************** then said they were going to call the police. The technician contacted the manager and the manager instructed the technician to leave and there would be no charge for coming out. There is nothing to refund. There was no charge and the technician pulled into the driveway that was instructed by **************************.

• Initial Complaint

  Date:03/01/2024

  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.

  Date of Transaction: 2/9/2024 I paid $3115.79.What the nature of the dispute: According to Septic Blue, my system needed to be replaced. They then did some unnecessary repairs and services that did not improve the function of my septic tank system. I strongly feel that I was overcharged for most of these repairs and services. If they would have just simply pumped my system and advised me that my system needed to be replaced, then everything would be fine. But they proceeded to do some of these unnecessary repairs and services to a failed system. Now I have $3115.79 into a failed system that needs to be replaced regardless.On February 12,2024, I called and asked to speak to a supervisor and for an invoice of the breakdown of the charges of services. I was advised that there was no one available to talk to and they will pass the information to him. Also, that an invoice will be emailed. I waited a couple of days and did not receive a call or an invoice. I called back and was told the same thing again. I called 5 times a couple of days apart and was told the same thing every time my request was sent to the supervisor, and he will call back. I finally received an invoice ten days after my request and still no supervisor has returned my calls as of February 29, 2024. Invoice# *****

  

  Business Response

  Date: 03/13/2024

  The technician arrived he met with ************ and had a discussion about the problem he was experiencing with the Septic System. The technician then proceeded to locate the Septic Tank. After locating the Septic Tank the technician excavated the Septic Tank lid. The technician discovered that the Septic Tank was overfilled above proper operating level indicating that there was a drainfield problem. The technician addressed the issues he could see with the Septic Tank itself. He advised that the outlet baffletee was missing, there was no effluent filter and there was solid build up in the main house line. We initially advised to address these issues and ************ agreed to all of the work and pricing. Upfront ************ was advised of two options. Option 1 completely replace the drainfield and option 2 was an attempt to fix the current drainfield. The technician advised ************ that there was possibly a distribution box and recommended that he excavate the distribution box. ************ agreed and the diagnosis continued with the 2nd option. When the lid came off of the distribution box the technician encountered several drainfield lines/pipes leaving the distribution box and going in different directions. The technician recommended a drainfield rejuvenation package which included cleaning up the distribution box and cleaning each individual line. After attempting to diagnose and clean the drainfield lines the technician discovered all of the lines were full of mud and appeared to be collapsed. At this point the technician stopped. In conclusion, There was extensive work done to the septic tank itself. Septic Blue fully understand the frustration involved with Septic Systems including costs to fix the issues. Septic Blue has a customer satisfaction policy and in keeping with that policy we will be applying a credit of 10% back to **************** method of payment.Furthermore, we will apply 20% of the invoice he paid and apply it to a new drainfield installation by Septic Blue.

  Customer Answer

  Date: 03/14/2024

  The response from Septic Blue left out some information for the Option 1. Option 1 was to completely replace the drainfield and septic tank not just drainfield. This was what I was told and see Option 1 on invoice #*****. I was advised that this would cost in the upwards of $30,000 plus.  After hearing this,I did agree to take a chance for rejuvenation of my system.  According to the technician, he discovered that my septic tank was overfilled above the proper operating level indicating that there was a drainfield problem. At this time,the technician should have excavated the distribution box and investigate the drainage lines due to him now knowing that it is a drainage issue. If he could have unclogged the drainage lines then his next steps should have been adding the outlet baffletee ($419.65),install effluent filter ($165.45), install BIO drain maintenance ($329.70) and hydro-jet the main line ($338.07) to make my system operate more efficiently.  This was not the case, according to him, he discovered the drainage lines were collapse and advised me that my entire system needed to be replaced. Now all the work that he did were pointless because now I would have to replace my entire system, plus absorbing the cost of all these unnecessary repairs and additions. In conclusion,the repairs and additions listed above should have been done after not before investigating of clogged drain lines. I was also charged $750 for excavation of my distribution tank.  I disagree with such an excessive amount because it took him less work and time to do this than to excavate my septic tanks lids which was included in the process of pumping my system ($295 plus $49.95). Also, I tried to reach out to speak to a supervisor/manager that actually could talk to me about my invoice but never received a call or email. I called 5 times from 2/12/2024 thru 2/22/2024, I always got the same message that no one was available now, but we will advise the manager and they will reach back to you

  

  Business Response

  Date: 03/25/2024

  The technician arrived he met with ************ and discussed the problem he was experiencing with the Septic System. The technician then proceeded to locate the Septic Tank. After locating the Septic Tank the technician excavated the Septic Tank lid. The technician discovered that the Septic Tank was overfilled above proper operating level indicating that there was a drainfield problem. The technician addressed the issues he could see with the Septic Tank itself. He advised that the outlet baffletee was missing, there was no effluent filter and there was solid build up in the main house line. We initially advised addressing these issues and ************ agreed to all the work and pricing. After excavating the Distribution box we discovered there was a drainfield failure and we stopped working any further. There are 5 major components to a septic system. 1. The main house line/pipe. 2. The Septic Tank and baffletee components. 3. The outlet pipe. 4. The distribution box. 5. The drainfield. In conclusion, There was extensive work done to the septic tank itself. Septic Blue fully understands the frustration involved with Septic Systems including costs to fix the issues. Septic Blue has a customer satisfaction policy and in keeping with that policy we will be applying a credit for the Bio drain maintenance and customer advantage plan ($478.70). We will apply 10%after of the job (after credit for bio and advantage plan) back to **************** method of payment Today ($263.70). We wish the very best for *********** and his septic issues.

• Initial Complaint

  Date:01/26/2024

  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.

  Septic Blue of ** provided services to my house on three different occasions. Once in 2016 when I initially bought my house, and twice in 2023. The first time in 2016 was just to empty the tank. The 2nd time, Jan 24, 2023 and 3rd time, Dec 29, 2023 were because of backups I was experiencing. The first two technicians did not dig up my entire tank. The third technician, who was very helpful and forthcoming, dug up the complete tank and was shocked to find out it was never fully exposed by the prior technicians. He contacted his manager immediately and told me to do the same. I was completely unaware that a second part to my tank even existed. I have issues that need to be addressed from the side of tank that was never exposed. I've reached out to them five times since 12/29. I've spoken to several employees who all said they will email the manager (*******************) and that he will contact me. Ive never heard from him or anybody else regarding this matter. I spent almost $2000 on 12/29 alone. I am in shock that I cannot even get anybody from this company to contact me. I feel like if I had I known there was a whole other section to my tank, these issues would have been addressed sooner.

  

  Business Response

  Date: 02/02/2024

  Septic Blue would like to Thank ******************* for voicing her concerns. Septic Blue has resolved the issue with *******************..

  Customer Answer

  Date: 02/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:04/28/2023

  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.

  On 2/23/23 I had Septic Blue to come to my moms house @ ******************************* *******, ** *****, to clean out her septic tank, when they got there they said they would have to flush out the pipes going to the house also and it cost $934.36. I went ahead and paid that amount to get it done and then on my mom said she keep seeing water standing around it and a smell, my dad had to be in the hospital a week for surgery so I waited until he got home and called Septic Blue on 04/26/23 and told them about it and they said it would cost $274 to come back out and I told them just to come out when they just cleaned it out sounded to much, I asked to talk to a manager, they said they would tell him, he didn't call me, so I called back that afternoon and they said they would tell him again, he never called, I called back 4/27/23 and talked with a man and he said he was not the manager but it would cost to come back out, he said a septic tank could fill back up in 2 weeks, i told him there is no way, it is only my mom and dad that something was wrong. He said they didn't do anything wrong. I feel they did something wrong or could have came out to look over after spending that much money and the manager wouldn't even call me back. that is no way to run a business. My mom and dad are elderly 86 and 82 and I paid for the cost and I will have to get someone else to come out and see what is wrong. thank you for listening cause I feel they didn't treat me right.

  

  Business Response

  Date: 04/28/2023

  We apologize for the frustrations that ************************* and her parents have endured. Septic Problems can be very overwhelming and when they do occur, we are there to help. Septic Blue Inc.does its very best to keep costs down address these issues as efficiently as possible.
  The technician arrived and excavated the septic tank lid and discovered that the septic tank has been filling above the proper operating level indicating that the drainfield was not working. At this point the technician pumped the tank down and water began flowing back into the septic tank from the drainfield. After pumping, the mainline pipe coming from the home was also not draining into the septic tank and solids could be seen in the pipe. The technician then went and retrieved the homeowner to show and discuss a remedy.
  The technician up front told the customer what needed to be done and the total cost before any further work proceeded. This included pumping all the excesses septic water draining back from the drainfield and cleaning/clearing the clogs in the mainline.
  Drainfield saturation The underground trenches that are several hundred feet in length absorb gray water from the septic system. These underground trenches stop absorbing water because of excessive water coming from the home, excess rainfall, poor soil conditions or age. The 100% full resolution is a drainfield replacement.
  The work was done 2 months ago.The average time, depending on water usage to fill a septic tank back to operating level is 10 days. However 2 people in the home may stretch this out for about another 10 days.
  As stated over the phone Pumping/cleaning a septic tank will fill up on average to operating level within 10 days. Cleaning pipes has a 30-day warranty. If the drainfield continues not working or the mainline is clogged again there will be a charge to pump the septic tank and do further investigation into the drainfield problem.Attached are the phots of the job.Thank you, Septic Blue Management.

  Customer Answer

  Date: 05/01/2023

   
  I am rejecting this response because:
  I just feel they should have offered to come out to look at it at no charge.  If something else could be wrong I would have paid it. Also never calling me back is not a way of doing business 

  

  Business Response

  Date: 05/15/2023

  We apologize to *******************. We know that she was attempting to help her parents. The septic system has not been serviced in a suspected 40 years as communicated to the technician. We recommend the septic tank be service every 3-5 years. We attempted to contact the homeowner ************* and was unable to reach her. We attempted to communicate with ******************* over the phone the cost to come back out and pump the tank or clean the pipe again. We believe the septic drainfield may need to be replaced. Do to the homeowner being a senior citizen we will be crediting back 5% of the job for a senior citizen discount. Septic Blue has a customer satisfaction policy and in keeping with that policy we will be applying an additional 5% discount to the job.