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:06/04/2024

  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.

  In early 2022 my septic system was in need of replacement per health department. They said dye testing revealed soil contamination. I applied for grant assistance through the health department but the system. I started having sewage backup into my home and could not wait for the process to go through and removed my name from the grant list. I had Rooterman come out and clean my lines and charged $1,000 but did not fix the problem. They then charged $300 to pump the tanks. I advised them I needed a complete septic replacement and they quoted a price of $11,500 and would count the previously paid invoices towards the cost. They completed the work, I thought, and had no further issues of sewage backing into house. In March of 2024 the health department contact me to check if I had the septic system replaced and I advised I did in early 2022. I contacted Rooterman to have them send a hard copy of invoice at which time it was stated they only replaced 60 feet of pipe and charged $10,200 for this work and did not replace the tanks as was discussed, quoted and expected. I have filed with **** Attorney General office and tried to speak with company to refund money that is over and above a reasonable and fair cost to replace 60 feet of pipe. In ****, the average cost of a complete residential septic system is $8,000-$12,000....Not just 60 feet of pipe. They have said I was aware of the work that was being done and signed for it. I feel this was deceptive, at best, because their techs and employees were onsite and was discussed the replacement of the complete system not just pipe, All signatures were done on an Ipad with very little information revealed until I requested the hard copy in March 2024. Thank you for your time.

  Business Response

  Date: 06/05/2024

  As you see in the invoice the customer uploaded to the complaint we were clear and upfront with everything we were doing. The job description of the large job fully states what we were doing and the job completion notes clearly states what we did. The customer signed off on everything before and after all work was completed. They were completely understood the work that was be completed. Now 2 years later they are having issues and are looking for a refund. We offered to come out and even give them a discount to replacing the tank itself but the customer declined. They are simply just looking for a refund. So we tried to work with them. We did everything we stated we would be doing and what needed to be done. No refunds will be issued. Customer filed a complaint with the Attorney General and they already ruled in our favor as well.