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:08/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 business provided one of the worst service I ever had to deal with. First, they tried to say I needed a $2000 repair that was not needed and verified by a 2nd company. Then they reported my inspection 5 days late. They told me my drain field was in the wrong area which cost me time and money and wasted 3 days of my time removing unnecessary black ***** bushes. They send me the invoice 6 months after the service. This whole process almost cost me the sale of my home. If it wasnt for the quick work and having to hire a 2nd Septic service to override the report that was submitted by AAA which took over Vac-Tech. The 2nd company cost me $200 to file a 2nd report and had to call in a favor of the health department to get the inspection done on time or due to AAA late filing I would have lost the sale of my home due to the inspection happening after the sale. Their customer service was incredibly subpar in trying to rectify any of these problems.

• Initial Complaint

  Date:07/18/2024

  Type:Sales and Advertising 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 was given the name VAC TEC as a recommendation to do a second opinion on our septic issues. I called VAC TEC and thought that is who I was speaking with. The gal never stated they were no longer VAC TEC and now AAA Septic. I did not want to use AAA Septic because many in our neighborhood had issues with them and it was definitely recommended not to use them. I called them stated that VAC TEC was recommended to come out and do a estimate and let them know we were concerned we were being hit with things not necessary. That they had come to possibly do an inspection but stated that there were lots of repairs needed and we wanted a second opinion. She stated they could be there Monday July 8th to take a look. A man and gal showed up wearing AAA septic shirts and I was taken back because everything I had dealt with said VAC TEC. They came took a picture in each of the holes, put a pole down the one hole and were done in like 10 minutes and were going to leave. I stopped them to ask them what they thought. He proceeded to tell me that we didn't need our septic pumped at all, issue with baffle and that there was an issue with overgrowth behind our fence. I asked if there was anything needing fixed and he stated no. They left, I was later bothered by the fact they said there was an issue with baffle but didnt state what and that they didn't share it needed fixed, so I called the company and left a message for them to call me because I was concerned with what took place at the visit. I got no return call, however the next day they called my wife wanting payment for work they did. It was an estimate which if you call and ask are suppose to be free. We had people call and ask. I called health department and they let me know they filed report without our permission. I filed a complaint with the health department in regards to this. We had another company come out and fix what needed fixed. I am not paying for a service that I did not give permission for them to do,

  Business Response

  Date: 07/29/2024

  Hello - the initial call (from *******************) that was placed was booked through our Estimator, who quoted this service and booked the time slot. The story we received is that another inspection was needed because of a lack of trust with the other company that performed an inspection. We were happy to provide this service. Estimates are free - inspections are not. Had we been given the list of items that needed to be estimated, we would've provided that estimate free of charge without an inspection - yet they did initially agree to our inspection cost, so we are not sure why there is confusion there. 

  The ************** is owned by AAA Septic. We apologize for confusion with VacTec/AAA being the same company (we do answer our phones as AAA Septic, invoices/estimated display AAA Septic, dispatch program texts display AAA Septic, and do not attempt to hide our association). However, we did perform this service as requested, and billed accordingly.

   From our perspective, this job was performed as promised. Additionally, all work/inspections, etc., performed on any septic system must be reported to TPCHD with or without homeowner approval, this is a regulation that is beyond our control, and would put our licenses in jeopardy if we did not adhere to this process. 

  In order to resolve this issue - we will void this invoice for inspection, pursuing collections is not a route we take for our customers, and we always prefer to work with everyone, yet voiding this invoice and ending this issue is better suited to all parties involved. 

• Initial Complaint

  Date:03/27/2023

  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 11/22/22 I had Vac tech pump and perform a stress test. They were also paid to file correct paperwork for a home sale to King ******* While performing the stress test, which it passed, they used a high pressure nozzle and managed to get a small flake of concrete by the outfeed line to chip off. I was told this was a required repair. So I had them come back a couple days later to reseal the line. While they were finishing up they started looking for a d-box. Which they found had been bypassed. I've owned this house for almost 15 years and never heard, nor had any problems. Again they told me I was required to repair. I had been talking to the driver, so I wanted confirmation from the office. After two messages that were not returned I reached out to King ****** to see what was required. I got ahold of an inspector I believe, and was told the first repair, and/or the d-box repair was not required! I now have signed an offer and am due to close. The paperwork never did get filed, and for over the last week I've been told I would be next. I was told that again today, along with getting another ear full of some sort of company merger and family issues that were preventing me from getting the reports. Recap: What is required, not what work, and how much money do you want to collect from me. Return your messages! And do the work your paid to do, timely! Yes paperwork is a bear, but you got paid!

  Business Response

  Date: 04/19/2023

  The inspection report was filed and is attached.  The customer chose not to do the the repairs.  We reported to the county what we observed.  The county deemed the system deficient. If you have any further questions please feel free to reach out.  Thanks you. *****************************, Office Manager

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19860442
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************