Reviews

Review Details

• Review fromMichael D

  Date: 01/13/2025

  3 stars
  Underwood Plumbing and Septic tech gave me an estimate for a water heater. Once I had agreed , a 50% payment on required pre-installation. After installation the tech tells that they must have went ahead and taken the full *** payment and I didn't owe anything. Several days later I got a text telling me that my check had bounced, I was being charged a returned check fee and that would file with the county unless I paid by noon that day. Nonsense. I had money in the bank. The *** was never presented to my bank. Underwood screwed up and was about to punish me for their mistakes. I don't like the way I was treated and find it odd.

  Dusty Underwood Plumbing & Septic

  Date: 01/14/2025

  Dear Mr. ****** We understand your concerns regarding the failed payment as discussed during the phone conversation yesterday. We sincerely regret the error that occurred and any inconvenience it caused.Once we were made aware of the issue, we took immediate steps to address it by both removing and waiving all associated fees. We also extended our apologies for the mistake and the lack of awareness that allowed it to persist. Providing clear and accurate pricing and service is always our priority, and we regret that we fell short in this instance.While we explained that our system is designed with safeguards that ensure privacy and security for both our customers and our company, we recognize that this did not alleviate your frustration. As a result of these safeguards, we do not have full access to your financial details or account information, only a general description of the issue at hand. Unfortunately, though these measures are in place for protection, they can occasionally lead to situations like this and we understand your dissatisfaction in the process.We appreciate your feedback and have reviewed this situation internally to help ensure better handling of similar issues moving forward. Additionally, we are working with our payment processor to explore options for a better solution and improvements to avoid such occurrences in the future. If you have any further questions or concerns, please dont hesitate to reach out.Sincerely,Underwood ***********************************************

• Review fromZoraida S

  Date: 02/26/2024

  1 star
  I believe they are taking advantage of the seniors and disabled in the rural areas .we got a septic put in cost 14000,00 and after a year and 4 months began telling us we need our aerobic system pumped. As to all competitors suggest 3 to 5 years. And they will pump it for about ****** . The reason they say is excessive water usage. Oh did I mention we are still under service contract. We had to pay to have it pumped by another company which is quite reputable for ****** also this company said they have had to pick up 60 per cent of Dusty's clients. Sad they are all rural areas

  Dusty Underwood Plumbing & Septic

  Date: 01/14/2025

  Thank you for sharing your concerns, and we apologize for the delay in responding.We want to take this opportunity to clarify that our maintenance recommendations are based on the specific conditions of each system, as determined through thorough inspections. Unlike general guidelines found online, our assessments account for factors such as water usage, system type, and unique environmental conditions, which can vary significantly from one property to another.While we understand that some customers may choose alternative providers, our goal has always been to offer recommendations tailored to the actual needs of the system, ensuring its longevity and proper functionality.We appreciate your feedback and wish you the best with your current provider.

• Review fromWack N S

  Date: 02/06/2024

  1 star
  Will never use again. All about the money. Tried to mark up a tankless water heater over 100%, plus made multiple warranty trips to diagnose- very unnecessary but 450 bucks in the hole with nothing done. DO NOT USE. All about taking advantage of rural areas. Got 2 estimates for 50% less, same equipment. Also, there was alternative fix potential for significantly less dollars that was never mentioned. BEWARE

• Review fromVesta S

  Date: 05/04/2023

  1 star
  Will rip you off, here is how.Guys came they looked at the crawl space before starting the work and told me that it will cost $680 for them to find the gas leak. After an hour of work I was told:- that there are too many gas lines for them to test, so I will have to pay a $500 per hour for them to keep on testing.- Or I have another option, to replace all the gas lines for $4000.NOTE: Before starting the work, they looked at scope of work and knew exactly what they had to do, they saw all the gas lines that needed to be tested. They have not finished testing them and after they left I still didnt know what the issue was. It doesnt say anything in the contract about them testing only a certain amount of gas lines or time limit. I declined the payment and asked workers for their office to call us so we can understand what has happened. The next day our invoice went up from 680 to 748. When my husband talked to the the customer service, guy was extremely rude and was threatening to put a lien on the house. We tried to reason with them, because they did sent the crew in, but didnt finish the job. To shorten the story. Another company determined that we didnt have a leak. If Id listened to ********************************************* we would have paid almost $5000 for a work that didnt need to be done. Their bottom line is more important than their customers, be aware.

  Dusty Underwood Plumbing & Septic

  Date: 06/05/2023

  Good afternoon. We apologize for any confusion or misunderstanding. At your request, we sent a technician onsite to diagnose a gas leak found by Atmos that resulted in Atmos disconnecting the gas to the residence. ************** came out and provided an estimate that was approved onsite and the work was completed and invoiced same day. We did not discover any existing gas leaks, but offered another estimate for more in depth troubleshooting. We were later advised that ***** had determined there were no leaks as well and reconnected the service. Because we could not obtain payment for the amount due that was due upon completion of the service call a demand fee was added which increased the invoice amount and that fee was later removed and refunded via check once paid. We do not have a gentleman that works in our customer service center, so I am not sure which "guy" you are referring to - if you have a name or more details, we would be happy to look into this for you as we do not allow "threatening" from anyone - only statement of facts.

• Review fromAnn B

  Date: 11/17/2022

  1 star
  Had them to put several Septic tanks in our commercial project. Had issues with them getting the permits from the county to the actual installs of the tanks. The office staff is very rude and hard to work with on problems that incur during the process of getting these installed. Also bought warranty plans with the different Septic tanks systems and having a hard time to get them to come out and service the tanks that they installed.

  Dusty Underwood Plumbing & Septic

  Date: 11/23/2022

  We have a process and set procedures that we follow for each and every install. Permits are regulated by the county and installation is regulated by TCEQ. They did not want to follow our procedures for installation, asked us to "adjust" invoices they were going to send to other contractors. Continued issues getting a response from either of the contacts we were given and ongoing payment issues. Had to start collection processes on numerous occasions due to non-payment. Warranty and maintenance contracts were placed on hold due to continued outstanding balances and failure to pay past due amounts. We have discontinued service and notified the appropriate parties.