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:02/06/2024

  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 contacted this company on 8/28/23, with an issue that water was pooling at the lid of my septic tank. I requested to have the tank pumped, and to have the issue assessed and addressed. On 8/29/23 the company's technician, Chris F*****, pumped out the tank, at a cost of $325. He stated that the dbox was clogged and the drain field needed a rejuvenation, and provided an estimate of $1,500. Notably, I specifically asked him at that time if the issue causing my problem was the drain field, and he said it was not. He even joked about it NOT being the drain field, saying that he would certainly want to "make $10,000" if it were. The invoice (number ******) for the septic pumping stated the issue was "due to clogged dbox", and "Drain field Needs (sic) a rejuvenation."
  On 9/1/23, Mr. F***** returned to my home to perform the work he stated was required to fix my problem- cleaning out the dbox and a drain field rejuvenation. On the invoice (#******), he indicated that he "resealed box back up with concrete." I paid the company the $1500 and, since I was told this was the resolution to the problem, I expected the issue to be resolved.
  The issue persisted. As outlined in my attached letter (not here due to lack of space), I attempted to contact the company multiple times subsequently, resulting in being ignored at first and ultimately admission by the technician that the issue was misdiagnosed from the beginning. In an email from 1/10/24, the technician provided a completely different diagnosis, stating the drain field needs to be replaced (which I specifically asked at the beginning, and was told no).
  I contacted the company with a refund request on 1/15/24. After multiple follow-up attempts, I received an email on 2/6/24 from the company stating "when systems are in failure there is an option to try a rejuvenation." I was not given that as an "option" to "try"- I was told it was the solution and needed to be done.
  Please see attached letter for all details.

  Business Response

  Date: 02/22/2024

  In response to this complaint Total Septic has researched the matter and will offer a partial refund to this customer.  Total shall be reaching out to the customer within the next three business days.

  Total apologizes for any confusion in this matter and will continue to address its customer's concerns.  

  Customer Answer

  Date: 03/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  While the business has stated they will be sending funds, to date I have not received any refund. As the deadline for my acceptance or rejection of the business' response is tomorrow, and as I have not yet received any funds, I cannot yet state that I am satisfied. 
  
  
  
  Sincerely,
  
  
  
  *********** *******

  Customer Answer

  Date: 03/07/2024

  Total Septic has provided a partial refund
  of $700 to me. They did not, as they stated they would, contact me
  with an "offer." Further, I was charged $1500 for the work
  they claim to have performed on 9/1/23. By providing a partial
  refund, Total Septic is keeping the remainder of the money they took
  from me for an incorrect diagnosis and work that did not correct my
  problem,.
  
  In
  addition, when Total Septic contacted me via email on 2/23/24, they
  stated I was charged $325 for a pump out, $475 for an "outlet
  replacement", and $700 for a D-box cleaning. There is no mention
  of the drain field rejuvenation. Instead, Total Septic claimed that
  on 9/1/23 they had performed a pump out and outlet replacement, but
  no rejuvenation. Neither of these things was on the initial invoice,
  nor mentioned to me by the technician at that time. I emailed Total
  Septic on 2/23/24 for clarification, and they responded:
  
  "At
  the time we got a new computer invoicing/dispatch system and the tech
  chose the wrong item. After investigating the job, this is the work
  he did. The outlet line from the tank to the d box was replaced.
  Would you like me to send you the updated invoice?"
  
  After
  I responded that I would like the invoice, Total Septic sent a new
  invoice for the work allegedly performed on 9/1/23. This invoice
  stated that a pump out was done for $325; the outlet pipe was
  replaced for $475; and the D-box cleaning was performed for $700. In
  reality, the tank was not pumped out on 9/1/23; it was pumped on
  8/29/23, and I paid for that at that time, as reflected on a separate
  invoice (previously sent) dated 8/29/23. Further, Total Septic now
  claims that the tank was pumped on 9/1/23 and an outlet was replaced,
  and that the technician simply made a mistake on the invoice. At the
  time the work was performed, and as per my previously submitted
  complaint, the technician stated to me verbally he was performing a
  drain field rejuvenation, and said nothing about a pump out or outlet
  replacement. I informed Total Septic on 2/23/24 that the new invoice
  was inaccurate, and why. They responded on 2/27/24 by restating the
  same false information.
  
  There
  was no pump outperformed
  on 9/1/23. By Total Septic's own admission in previously submitted
  emails, they only pumped out the tank twice- once on 8/29/23, and,
  according to them, for free as a "customer satisfaction"
  matter when the technician had to return after his 9/1/23 work was
  unsuccessful. The company is now completely changing the work they
  claim to have performed. They previously stated via invoice, in
  person, and via email that a drain field rejuvenation was performed;
  now that is not mentioned anywhere, and they are instead claiming the
  outlet pipe replacement and a fictitious pump out.
  
  By
  repeatedly changing their story, Total Septic has completely
  destroyed all credibility. And, still, my initial complaint has not
  been resolved. The
  problem that I paid the company to fix is still not fixed. Further,
  the company is now claiming that the work it initially claimed to
  perform (and did not even perform properly) was not the work that was
  in fact performed.
  
  I am not satisfied with the business' response.

  Business Response

  Date: 03/25/2024

  THIS ISSUE WAS RESPONED TO.

   

  TOTAL SEPTIC HAS CONTACTED THE CUSTOMER AND MADE REFUND AS OF 2/29/24.  TOTAL COSIDERS THIS MATTER CLOSED

  Customer Answer

  Date: 03/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Total Septic has provided a partial refund of $700 to me. Their response, that they "Made Refund", is not accurate. I was charged $1500 for the work they claim to have performed on 9/1/23. By providing a partial refund, Total Septic is keeping the remainder of the money they took from me for an incorrect diagnosis and work that did not correct my problem,.
  
  
  In addition, when Total Septic contacted me via email on 2/23/24, they stated I was charged $325 for a pump out, $475 for an "outlet replacement", and $700 for a D-box cleaning. There is no mention of the drain field rejuvenation. Instead, Total Septic claimed that on 9/1/23 they had performed a pump out and outlet replacement, but no rejuvenation. Neither of these things was on the initial invoice, nor mentioned to me by the technician at that time. I emailed Total Septic on 2/23/24 for clarification, and they responded:
  
  
  "At the time we got a new computer invoicing/dispatch system and the tech chose the wrong item. After investigating the job, this is the work he did. The outlet line from the tank to the d box was replaced. Would you like me to send you the updated invoice?"
  
  
  After I responded that I would like the invoice, Total Septic sent a new invoice for the work allegedly performed on 9/1/23. This invoice stated that a pump out was done for $325; the outlet pipe was replaced for $475; and the D-box cleaning was performed for $700. In reality, the tank was not pumped out on 9/1/23; it was pumped on 8/29/23, and I paid for that at that time, as reflected on a separate invoice (previously sent) dated 8/29/23. Further, Total Septic now claims that the tank was pumped on 9/1/23 and an outlet was replaced, and that the technician simply made a mistake on the invoice. At the time the work was performed, and as per my previously submitted complaint, the technician stated to me verbally he was performing a drain field rejuvenation, and said nothing about a pump out or outlet replacement. I informed Total Septic on 2/23/24 that the new invoice was inaccurate, and why. They responded on 2/27/24 by restating the same false information.
  
  
  There was no pump out performed on 9/1/23. By Total Septic's own admission in previously submitted emails, they only pumped out the tank twice- once on 8/29/23, and, according to them, for free as a "customer satisfaction" matter when the technician had to return after his 9/1/23 work was unsuccessful. The company is now completely changing the work they claim to have performed. They previously stated via invoice, in person, and via email that a drain field rejuvenation was performed; now that is not mentioned anywhere, and they are instead claiming the outlet pipe replacement and a fictitious pump out.
  
  
  By repeatedly changing their story, Total Septic has completely destroyed all credibility. And, still, my initial complaint has not been resolved. The problem that I paid the company to fix is still not fixed. Further, the company is now claiming that the work it initially claimed to perform (and did not even perform properly) was not the work that was in fact performed.
  
  
  Simply because Total Septic "consider(s)" this matter closed" does not mean the matter is closed. I am not satisfied with the business' response. This business is intentionally dishonest and did not correct the issue I paid them to correct. I am entitled to a full refund, not a partial refund, which pays them $800 for not doing their job. Because I did not submit this statement as the reason for my rejection previously, but rather as "additional information" I am resubmitting (with some further information) the details and documents.
  
  
  
  Sincerely,
  
  
  
  *********** *******

  Business Response

  Date: 03/27/2024

  Unfortunately, Total will not be issuing an additional
  refund to the $700 we already refunded for the reasons below.  Total already provided free septic services to
  try to help and please this customer which has not helped us resolve his complaint.
  Our technician did return for free to see if his drain field system is taking
  or is not taking on sewage water and when he pumped out the tank again for free,
  the sewage water was flowing back from his drain field which is a sign that it
  is in failure. We simply do not replace drainfields in south Florida.  We did not guarantee nor offer a warranty on
  the repair services we provided him.  We
  have exhausted all avenues of repairs we offer to a failed drainfield system which
  we cannot give him back his hauled off sewage or take back physical repairs we
  made to his septic tank.  If we dropped
  off parts in his yard and we never installed them, sure we would gladly come
  pick up the unused parts and refund it, but this is not the situation.  In our industry, it’s the process of elimination
  to solve issues.  As he knows, his
  drainfield is underground and we have no idea how old it is.  We the contractor, do not know if his system
  has failed due to age, misuse, water table, water usage, root intrusion, biomat
  ect and drainfields don’t last forever.   At this point, his entire drainfield system
  needs to be fully dug up and replaced with new pipes and sand which is estimated
  to cost between $5000-$10,000.  If there is
  still pooling water on the top of the system, we recommend he get it replaced immediately
  to prevent further pollution.  For drain
  field replacements, we recommend ******** ****** ************.  

• Initial Complaint

  Date:07/31/2023

  Type:Customer Service 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.

  Kyle was in charge to oversee drain field job. I understood they would cut sprinkler system pipe (3/4 pvc), just two cuts.(I have advanced arithiritis) He immediately said no and I said no check until there was a resolution. He called Lynn. She was so rude but after bickering with me over a simple complaint, she finally told him to cut it. Kyle wouldn't talk to me. He was mad. I saw where they cut the pipe as it was hanging out and over hole they dug. They removed 2 sections of my fence and dumped load of dirt in my front yard driving over sidewalk and busted 10 ft of my sidewalk. I was previously told by the estimator, who was on vacation, that a few inches of the post to my gazebo was in the way of pipe running from septic tank and if they have to remove post they would prop it up with the post.
  When they were done, Kyle had knocked the post over which caused the gazebo to fall to that corner. The sprinkler system pipe cuts were gone that I had seen. Kyle had hit that too with his tractor and busted the pipe back almost to the house and the other side of pipe was shoved so hard with tractor that it ripped out the sprinkler heads which were clearly far away from digging site. The plumber spilled blue pvc pipe glue ALL over the good section of the sidewalk and to this day I can't get it up. I called Lynn...her answer, "read your contract!" They put the post back up to my gazebo but it is still crooked and slants with most boards bent. When they were done I had extremely busted sidewalk, blue glue on remaining sidewalk, a crooked gazebo, and sprinkler sys still broke. I watched as they did drain field across the street wks later and they did not bust the sidewalk. Kyle dumped dirt on road and immediately shoveled it up in yard. When I questioned him, he just smiled at me and said they were coming back to fix my sidewalk - seeing I already had it done. They could have dumped my dirt in road also. The street/sidewalk is laid out the same. Lynn backed him.

  Business Response

  Date: 08/07/2023

  Thank You for taking time to leave us a review.  We are sorry you had a negative experience with us.  We were hired to replace a failing drain field system and unfortunately, sometimes to get the job done we have to cross sidewalks and driveways to get to a work area.  Damage to such things is beyond our control and cannot be helped.  Total excludes responsibility of damage to these items on every contract along with underground utilities, sprinklers, trees, shrubs, sod and structures attached or unattached.  This is standard language for all septic contractors.  While we hope for easy access and no damages on every job it is simply not possible to do so at every home.  Hence the exclusion on every contract.  We hope customers will keep in mind that we are focused on providing the home with a working septic system and its sanitary.  Without which the home would not be viable.  Total apologizes for any misunderstandings with its employees and or the necessity of our terms and conditions of service.   

  In closing Total would like to state that the septic system installed at the complainant's home is functioning as designed and that Total continues to honestly serve Central Florida as it has since 1992.

  Business Response

  Date: 08/28/2023

  We are a septic company and only handle septic related issues.  We are sorry that the customers gazebo was on top of septic system area and we had ro run over the sidewalk to get into her yard. Customers are told they need to provide proper ingress and egress to the jobsite and all personal items should be moved from the jobsite area, not moved by Total employees.  We do not reimburse customers for other vendors who are hired as a part any construction project.  We never mentioned that customer writing us a check from a closed account because its a moot point.  This is our second reponse and dont know what additional information we can provide to our first response, but unfortunatley we are unable satisfy Ms. *******  

  Customer Answer

  Date: 08/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:   This company NEVER admits they are wrong on my complaint or the others I have read, including their reviews.  Again, they could have dumped the dirt on the "right of way" portion (between the sidewalk and street) and then had tractor move dirt to my yard.instead of taking fence down and having dump truck drive over sidewalk and bust it to pieces (10 feet).  Total dumped the dirt on the "right of way" portion when they replaced the drain system on the house acrosss from me and a few drain fields they did that I noticed in past on Matchett Rd.  Total completely destroyed my sidewalk and all I was asking was for them to go halves for the cost I had to pay out of my pocket.   I was very fair not asking them to help with the cost of my sprinkler system or the bent/loose boards on gazebo.   BTW, the gazebo was not sitting on top of septic tank, the post was about an inch from the septic tank but I guess it was too close for their tractor to dig rather than hand dig that inch.   This company must be hurting for business/money to refuse compromise.  Whoever is in charge is not budging.  She needs to take responsibility and stop being controlling..  Unbelievable.   

  Sincerely,

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

• Initial Complaint

  Date:10/30/2022

  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.

  2/19: Total Enviro's 1st visit: They sent an inexperience person to pump the septic tank initially, that person is NOT able to find the septic tank lid, so he had to call in to have his supervisor for 2nd visit to "assess" and left a dug out hole for few days, and charge me for service fee.2/24: Total Enviro's 2nd visit: The supervisor came, said all it needs is to push out the covered concrete block, took a picture and send back to HQ and stated the original person was new and inexperience.Total Enviro's 3rd visit: The original person who was not able to find the lid came to pump out the septic tank.Total Enviro only takes out partial of the original service fee they charged me for 1st visit. I asked them why they are not able to take the whole service charge off as everything could have done at 1st visit, and more specifically, I have 0 fault on this situation. it was Total Enviro personnel's incompetence and yet, I am the one paying for the price or I should say their personnel's tuition to help them gain more experience.When I was questioning the guy I spoke to on the phone regarding to the charge, he just kept saying he understands, and he has someone reports to so he cannot do anything, no apologies or whatsoever.

  Business Response

  Date: 11/17/2022

  In rebuttal to complainant, Total states that it cannot accept any explanation of a situation that occurred nine months prior. What was verbally stated nine months ago cannot be verified in any way, shape or form. What can be verified was that the technician (who is no longer with our company) had no less than five years' experience at the time of his tenure with Total. Total is unaware of who paid for the technician's tuition to obtain a CDL that is required to operate a pump truck but can confirm it did not come from Total or its revenues.
  Total further states that it is standard practice to charge $125 service call when its trucks arrive on site for scheduled appointments and cannot complete services due to circumstances beyond our control. Being unable to access a septic tank is not unusual for a multiple of reasons. Total does not fault its customers for the reason a septic tank cannot be accessed but neither is it Total's fault that it cannot.
  In review of the services provided, back in February, this being November, Total did credit $75 of the $125 charged to a pump out the complainant had performed once the tank was accessible. Total provided this credit in good faith as a gesture of customer satisfaction, or whatsoever.
  In closing Total apologizes for any confusion in a situation that took place nine months prior.
  

  Customer Answer

  Date: 11/18/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Here are the few questions for the business owner/member:
  1.Is the technician (*****) an employee for Total Environ? If no, why would Total send him to my house to pump septic tank? If yes, the technician is a Total's employee, then it is Total's responsibility to verify this employee's capability and give enough training for their employees to perform required jobs, but apparently Total failed to do so. The response is basically telling me it is all the technician's fault, and Total (which is his employer) has no responsibility for his actions/incompetence.
  2.Can you explain to me why is the 2nd person (the manager) only spent few minutes on my property and he is able to locate my septic tank while the 1st technician (*****) cannot? This question is In response of Total's "Being unable to access a septic tank is not unusual for a multiple of reasons."
  3.Pumping septic tank could have only cost me $295 on the first trip. It is because Total sent an inexperience person to my property, then double charge me to let this service became $345 (first visit: $125, 2nd visit charge: $220. Calculation: $125 + $220 = $345), and yet, Total claims "provided this credit in good faith as a gesture of customer satisfaction, or whatsoever." There is no logic for this so called "good faith as a gesture of customer satisfaction", that is why I am asking for the refund of the whole 1st visit charge ($125 - $75 = $50). This does not include the time I spend on communicating with the Total's irresponsibility management.
  

  Business Response

  Date: 12/16/2022

  Total stands by its first rebuttal. It has answered all question related to this matter. In closing Total states again that verbal statements made February, this being December, cannot be verified and are considered suspect at best.

  Customer Answer

  Date: 12/20/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  If a thief steal from someone else, no matter when or where, that person/company is a thief. This is my response to Total's response where they were just trying to avoid any of my logical questions.
  I did not know BBB back in February, hence, unable to have the proper way to unveil the shady business that Total is running.