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:06/25/2024

  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.

  I called June 21, 2024 to ask for a septic cleaning of my tank. The lady answering the phone was very polite but had an issue with her computer so she called me back. Then we scheduled an appointment for June 24 and she said they would call 30 mins before they would arrive. Then we got off the phone and she called me back 20 mins later and said she forgot to ask my last name. I told her it was “Morris”. Thomas ***** called be like what was stated 20 mins before he showed up on June 24. He had two other men with him. I had left the property to pick up something for my children. My close friend was at the house because her father was putting in a window to our house. Thomas couldn’t find the septic tank and told my friend it would be another $200-$300 for them to find it but then they did end up finding it and only had to dig a little to get to tank. The whole time they were doing this they were using profanity and talking about how bad everything was. The tank was full and the only emptied half of it. He started saying it hadn’t been serviced in a long time and then started talking about my family members who used to own a septic business. He was saying negative things about them for no reason. Then he said things were in the septic tank like toothpaste bottles and when my friend asked how they knew this the man pulled a tree root out. She said that is a tree root. They charged me $485 but didn’t clean the whole tank. My friend called company and complained and then Thomas tried to call me. My husband in turned call him. He told my husband he could come back out and clean it for another $485. My husband asked how much do they charge per gallon. He said he didn’t understand and then finally said we don’t do that. We charge by the tank it doesn’t matter how big or small. My husband then said so when are you coming to clean out the rest because we already paid you. Thomas said “Have a nice day” and hung up. I also have pictures of how they left the tank.

  Business Response

  Date: 06/27/2024

  the guys that were out let them know the tank was solid from never being pumped & would have to be repumped for additional charge when tank got full again they paid & said they would call to schedule another pumping

  Customer Answer

  Date: 06/27/2024

  But we called to empty the tank and they only did half. They didn’t finish the job! 

  Business Response

  Date: 07/03/2024

  7/3/24 

  
  

  RE: Complaint #******** 

  
  

  To whom it may concern,

   

  The cus***er called us to get their septic tank cleaned. When they called, the cus***er did not specify that the tank had never been cleaned. If they would have informed me of this, I would have told them what our protocol is. Our protocol is that if the tank has never been cleaned the tank must be done in 2 visits the first time, we take out what we can and then need the tank to replenish with water so we can finish the cleanout and after that we suggest the tank is cleaned every 2-3 years so that it does not require 2 visits for a completed cleaning. The 2 visits are complete cleaning and requires 2 charges. 

  
  

  Sincerely,

   

  *** ***** Owner

  
  

  Response is attached

• Initial Complaint

  Date:12/26/2023

  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 contacted CT Brown Sanitation to clean out my septic tank. I was quoted a price of $400 to remove the lids and completely clean my tank out. The 2 man crew showed up and they dug a partial hole down to the tank. They never removed any of the lids. They stuck their pump hose in a hole that was broken on the lid and pumped out the back half of the septic tank (water compartment). They did not pump out the front half of the tank where the sludge is. They said it was completed and I told them it wasn't because you have to remove the lids to clean the tank out thoroughly. I have had the tank emptied previously by another company and know how it is supposed to be done. They asked me to flush the toilet because it was done. The toilet flushed and overflowed. It was still clogged. They took a power hose on the roof and shoved it down the vent pipe, but they didn't put it down far enough. When they turned it on it blew sewage all over my bathtub from the shower lever. The clog did break free, but the front tank was never cleaned out. They handed me a bill for $700 instead of the $400 I was quoted. They didn't even put the dirt back in the hole when they left. The owner called me and asked what the problem was and I explained it to him. He called me a liar and told me his men would never do anything like that. He said his men told him my tank was more than 3 foot deep in the ground and it would be extra to dig whole thing out. I put a tape measure on it and it is 17 inches down. He called me a liar again. He said the clog is undone. I told him if all I needed was it to be unclogged, I would have hired a plumber. His company was hired to clean out my septic tank thoroughly and it wasn't. The lids were never taken off. He tried to bill me almost double what I was quoted for a job that wasn't even a quarter complete. Since then he called and cussed me out, called me every name imaginable, and even threatened to come to my house. I told him we can settle in court.

  Business Response

  Date: 12/28/2023

  we told cust prices he agreed to them but apparently only heard what he wanted  he called said was gonna dig up  so we called him back to see if had dug up was very rude we got him working and he didnt care  about paying us we went above & beyond so could have a toilet  we just know we will never do work for him again i told him we normally have complements not complaints but oh well next time toilets wont work he can call somebody else customers like that is not woth our time just wanted something for nothing

  Customer Answer

  Date: 01/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  1. I never said I would dig up my own septic tank in the original phone call when a price was quoted. I am 60 years old and disabled.

  2. I was quoted a price to dig up and clean my septic tank. That price was $400 plus $35/foot which would total $470.

  3. They never even dug up one lid, only a small section enough to get the hose in the back section of the tank. They pumped the water out and left the sludge in the tank.

  4. They tried to charge almost double what the quoted price was. I told them I would gladly pay the original quoted price when they finished the job. They refused to finish the job. They refused to dig up the lid and clean the tank. I was told if they did it would be $1400. One thousand more than the original price.

  5. I got my adult children over to dig up the lid. I had to buy my own auger system to clean out the main pipe  before it would work properly.

  6. The owner was rude and very unprofessional when I called to complain about the job not being done. 

   

  Sincerely,
  
  **** ****