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:05/20/2025

  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 A-1 Sewer & Septic regarding an estimate to replace the main water line from the meter to my house. At that time I was informed that A-1 did not perform repairs to leaking lines as they only did the full replacement and that is why I wanted the estimate to do a full replacement. I was explained there would be a $75.00 charge for this estimate, I thought this was high due to the fact that everyone I contacted for this type of estimate never charged. A-1 arrived, I explained what work I wanted on the water line, and that I preferred in having it bored rather than digging a ditch. The employee stated that if I was interested in having it repaired, which they do not do repairs, he showed me a card of a company that locates the leak. He asked for the $75 charge and told me he would need to go back to the company to produce the proposal for the work. It needs to be know that he was there about 5 minutes. After he left that day (2/20/2025), I never heard back from A-1. When I was never notified back by A-1, I just assumed they were not interested, I hired another company to perform the job. I contacted A-1 about the proposal today, and I was informed the employee stated that I was only interested in doing a repair. This is a direct lie on their part! I asked A-1 about the proposal or estimate the employee promised and I was informed it was never done because the employee stated that I only wanted a repair. I asked *** for a refund because of the facts stated above and he informed me that I would not receive a refund because his employee stated that I only wanted a repair. It is not my responsibility if the employee makes false statement of lies. I told *** this is nothing more than theft by deceit. I am a senior citizen and a Vietnam Veteran on a fixed income, and $75 is a lot of money for seniors to be cheated out of when on any fixed income! THIS JUST PROVES A-1 Sewer & Septic is not an honest and honorable company! BUYERS BEWARE!

  

  Business Response

  Date: 05/21/2025

  The customer was informed when he called for service on Feb 20th 2025 that there would be a $75 service call fee to send a technician to his home. When the tech arrived, ****** informed our technician that he wanted to do a "spot repair" and not a replacement of the water line. A-1 does not perform spot repairs an galvanized water lines. The customer then expressed his concerns and request on May 20th 2025. Had the customer not waited for three months to make such a request, then A-1 could have done something differently. However, to make a request for a $75 refund three months after the visit is an unrealistic expectation.

   

  Customer Answer

  Date: 06/16/2025

  My response to A-1 Complaint ID: ********

  
  

  I am directing this rejection to the ******** ******* - Business Owner - A-1 Sewer & Septic Service, Inc. as found on the internet and no one claimed ownership to the response to my complaint.

  
  

  I want to thank you for the voice recording in your latest response because it justifies every complaint I have voiced. In the recording it clearly states the following: (A-1: How may I assist you | Me: Yes I've got a water leak between the meter and the house, Do you guys work on those? A-1: we do| Me: Ok, can I get an estimate? | A-1: Yes, so with the water leak, we'll have to set appointment it is $75 a trip fee. So whatever repairs or parts needed to be ordered that $75 does go to that service.) So, what does this prove? 1.) There is nothing I said about a spot repair, 2.) I asked for an estimate only, 3.) A-1 telephone agent states after I asked for an estimate, they would need to set up an appointment and there would be a $75 trip fee.

  
  

  The unknown person who answered by originally complaint stated "The customer then expressed his concerns and request on May 20th 2025", now this is a direct lie. When I did not receive the receipt for the $75 and the estimate to install a new water line to the house, I made the assumption that A-1 Sewer & Septic Service was not interested in my business or they would have followed through with the promises made by their agent. On May 20th, I believe I talked with *****. I explained all of this to *** about why I was call A-1 after several months about trying to gather all documents for my records, and *** had no idea why I did not receive the receipt for the $75. He then looked and read the lies his service agent made about the customer wanted a repair of the water line, I promptly informed his agent lied with his paper work. 

  
  

  It appears that communication is quite a problem within A-1 and their staff as this is just further proof.

  
  

  Just to be clear, when I did not hear back from A-1Sewer & Septic Service with the promise of the receipt and the estimated, I made the assumption that if they could not perform the simple task of sending a receipt and an estimate, I could not trust them to do the work and I hired another company and the new water line was already install and working on May 20th, I was just trying to collect all the receipts on what I have spent for my own records.

  
  

  I am demanding a refund of the service fee as A-1 Sewer & Septic Service did not fulfill their end of the agreement. This appears to be nothing more than theft by deception!

  
  

  

  Business Response

  Date: 06/24/2025

  We have sent this customer all of the invoices we have which is only one. We sent the invoice on Feb. 20th 2025 and May 20th 2025.

  We have sent the recorded conversation with this customer to the BBB for review. We would like to put this to rest, however, we feel that is is very unreasonable to make a refund request so long after the service was rendered.

  Customer Answer

  Date: 06/30/2025

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

  My only experience with A-1 Sewer & Septic Service has only provided lies, false statements, and continue blaming the customer for everything that has gone wrong. The latest lie states they sent the invoice on Feb 20, 2025, in reality there was no email from A-1 on February 20th. I did receive an email on May 20, 2025, maybe ** ******* is just confused about all the facts. I would be more than willing to produce the May 20, 2025 email for the actual proof of the truth. 

  
  

  As I previously stated, my May telephone call to A-1 was strictly due to the fact that I never received the receipt for the payment I made to the agent nor did I receive the estimate promised, by the same agent, to actually install of a new water line from the meter to the house. If the service agent actually told the office that I wanted a repair of the waterline, it was a blatant lie or is it another lie by ******** ******* to cover for their failure to provide both the receipt for the payment and their failure to provide the estimate as promised by their agent.
  

  
  

  It is extremely interesting ******** ******* made the following statement regarding my inquiry of May 20, 2025;

          "The customer then expressed his concerns and request on May 20th 2025. Had the customer not waited for three months to make such a request, then A-1 could have done         something differently.'

  
  

  Notice how she lays blame on the customer, but she never acknowledges their failure to provide either one of the documents as promised by their own employee and agent. This is actual proof that A-1 Sewer & Septic Service, Inc is not a honest and honorable company. People need to be aware of the unethical actions of this company.

  
  

  Now, she claims an email was sent on February 20, 2025, I know this is a lie because I never received that email, and if *** ******* wants to prove differently, I would request that she forward a copy of that email to me along with the name of their email provider and a signed letter granting me authorization to contact that email provider for verification of that email. It is extremely easy to make a fake email to make it appear valid, but the email provider will be able to validate the authenticity of the email. 

  
  

  I demand a refund of the $75 paid due to failure to produce the promised documents. 

  
  Sincerely,
  
  
  
  ****** *************

  

  Business Response

  Date: 07/17/2025

  As we stated before, we will not refund this customer the $75 as this was a service call fee that the customer agreed to. This is several months old and we would like to put this to rest, however, a refund is not due the customer. We do not work on water lines and customer was made aware of this. We did not submit an estimate as the customer was made aware of the services we do provide.

  Thank you!

• Initial Complaint

  Date:07/31/2024

  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.

  Within two years I have spent nearly 10,000+ dollars to fix my sewer system at my home with the same company.I most recently just had my pump replaced again and went to call and reach them that my alarm is going off and they told me that they needed to charge me $220 to come out there because it’s a specialty service.
  No, my biggest gripe is that I hired their technician to come out and look at my system back in 2023 December and they stated that it’s just a cold weather issue that my system isn’t working and that when it warms up, it should get better. Two weeks later Them back again spent nearly 500+ dollars for them to look at it pump it out and determine that my pump was burnt out. Had to spend nearly $5000 to replace and install the new pump fast-forward a year and a half later my septic system alarm goes off call them because I figured it was under warranty and found out that unfortunately the piping that was installed to the pump was not properly secured, and therefore the pump remained on the on position and burnt out. This is when I was told sorry we only have a year warranty for labor. Send a new person came out had to charge me another nearly 500+ dollars to pump it out and diagnosis situation. All to say that they replaced the same pump, but installed it better this time around. 4000+ dollars later. Now three weeks later.The alarm is going off again and they won’t come out to check it unless they charge me $220 because they say it’s a specialty situation. I’m very frustrated and unhappy with the service I got with this company and their labor process. I believe there was a policy violation for not installing it correctly with the correct materials.

  

  Business Response

  Date: 08/01/2024

  After discussing with our customer it has been recognized that he needs a Grinder Pump installed into his septic tank. The customer's septic tank has no baffles inside to separate the solids from the liquids. Customer states that his HOA will not allow Grinder pumps due to the noise level so the customer opted for the septic pump which is the incorrect pump for the application he has.

  We are happy to send a service technician, however, when it comes to pumping related jobs there are costs associated with the services. Our service fee covers the first hour of diagnostics to his alarm and may require additional pumping which would accrue more charges. Customer has a competitor scheduled for his service needs.

  

  Business Response

  Date: 08/02/2024

  We gave this customer a warranty option and it was declined. The customer also has a system that does not allow us to secure the ejection pipe. We offered to make the repair and the associated cost for the repair is $225. After discussing the resolution with the client he was not satisfied with the repair option and disconnected the call.

  There is no warranty on the pump as he has the incorrect pump. We offered options for the correct pump, but was told the HOA would not allow it.

  Customer Answer

  Date: 08/05/2024

  They replaced the original pump and was told that there is a year warranty on labor and 3 year on parts for valve. They continue to say it’s the wrong pump but it was working for a year and a half until it fell off due to installation failure by not putting on pipe dope on the threads or even thread tape on a vibratory piece of equipment.  It would still be working had it been installed correctly. I no longer want to communicate with them due to lies and poor work standards for my initial installation. The second service tech was way much more involved and suited and installed second replacement way better. 

• Initial Complaint

  Date:04/26/2023

  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.

  Signed a bid to complete a plumbing repair on an apartment building. Once the plumber started and cut into the lines, he claimed it needed another $469 in repairs. When questioned on this, he packed up his things and started leaving. After calling the general manager, I was told I would need to pay it or they were leaving and thus leaving 10 apartments with no water. This was pure extortion! This company's business tactics are predatory and they need to be stopped. What is the point of a bid if they start just to get you pregnant enough to where you have to say yes to whatever they propose.

  

  Business Response

  Date: 05/26/2023

  The customer was quoted the entire job several months ago
  and declined to have the work performed.
  Opted to try a cheaper repair that did not work and required
  the more expensive repair.
  The customer told the tech just to do the work and would
  call and complain about the price later.
  The customer signed both quotes knowing the price up front. 

• Initial Complaint

  Date:01/12/2023

  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.

  A-1 replaced a grinder pump at my residence 5/22. It stopped working 10/22, they determined the problem was the connection, not the pump, so not covered under warranty. They attempted to fix the connection (the pump did indeed work for a few days), I paid on the day of service by **** ******* (10/10/22) $1,021.42. A week later (10/17/22) we received an invoice by e-mail from A-1. My wife didn't realize I'd paid by CC already & sent them a check - Invoice #******, again for $1021.42 - dated 10/20/22, check #****. Since then I've been trying to get that double payment refunded. A manager named *** was my contact 11/23. I then contacted ******* ******** (office manager) on 12/16/22 who put me in contact with the operations manager, ******  On 12/29/22 Jason agreed to send me a refund check, but said it wouldn't be mailed until 1/3/23 (due to the holidays). I still haven't received the refund for the double payment and they are now not returning my calls or responding to e-mails. Icing on the cake, the pump still wasn't functioning, they gave me an estimate for over $18,000 to try to repair it (digging up the line...). I balked & hired a different company - it was a faulty check valve.

  

  Business Response

  Date: 01/17/2023

  We sent the refund check to the customer on 01/10/23

• Initial Complaint

  Date:12/22/2022

  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.

  I hired A-1 to pump my septic system. They came out and only removed the liquids stating that the "solids were too thick to remove" and told me I would have to pay an additional $750 to get hydro jetting and empty the rest of the tank.
  
  I called other companies for quotes, and was instructed to see how thick the solids in the tank were. When I opened the tank and put a rod in, it sank all the way to the bottom without resistance.
  
  The other companies told me that they sent their technicians with tools called "crust busters" to mix the waste and remove all of it, and that I wouldnt need hydro-jetting to remove the waste, I just needed someone to come pump it.
  
  I explained this to the company multiple times and they refused to acknowledge that they charged me for a job they were unequipped to do and expected me to pay more after the fact to actually have the service performed. Eventually they told me "tough luck" and stopped correspondence.
  
  They knowingly offer a service they cannot fully perform, and attempt to convince people that their situation is more dire than it seems so they can offer additional services that are excessive and unnecessary.

  

  Business Response

  Date: 01/02/2023

  We were able to perform the service that our company is set up to provide.  We do not have the "crust buster" so our company offers the jetting service.  A-1 chose to invest in the jetting equipment because it offers a wider range of options from breaking up solids and or clearing lines.  

  Customer Answer

  Date: 01/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because:
  
  The service advertised was only partially performed because A-1 was unequipped to fully perform the service.Industry standards require the use of crust busters to remove solids from the septic tank. You were only able to drain 50% of my tank without them, trying to get me to pay additional charges to drain the other 50% .I paid you to drain my tank, you didn't do it. After calling around, any other equipped company would be able to drain my tank because they equip their technicians with the required tools to do the job. The customer should not have to pay for your incompetence.

  Regards,
  
  **** *****

  

  Business Response

  Date: 01/06/2023

  Please send us a copy of the industry
  standards that you are referencing, and we will evaluate a partial
  refund. 

  Customer Answer

  Date: 01/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]

  Complaint: ********
  
  I am rejecting this response because:  Industry standards: when offering "septic tank waste removal" have the tools and ability to remove not just the liquids but also the solids WITHOUT trying to charge additional fees to complete the original service quoted.
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:11/28/2022

  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.

  Date work began 11/9/2022
  
  Original job was to burst a new main sewer line for $12137.85 after we had A1 Sewer and Septic scope the line and recommend this job. This job was done and failed a test with Johnson County Kansas. After further inspection to the video by others at A1 they in fact made mistakes and the only way to fix this was to trench the yard. The Project Manager **** informed us that they will be making this right at no cost to us. This has been going on for 3 weeks now and our yard, sidewalk, and hard scape is beyond destroyed. We have tried contacting this company for 2 weeks now and finally got someone, ***** the Operations Manager to speak with us. They “reworked” a bid and are asking for $41000.00.
  
  This is beyond a scam and they have yet to complete the job.

  

  Business Response

  Date: 11/30/2022

  At this time, A-1 has not been paid for any of the work that
  has been completed.
  ***** *******, our Operations Manager, spoke with **** ****** at approx. 10:30a on 11/30/22 and offer to go through BBB Arbitration.
  **** ****** declined the BBB Arbitration. *** ******** and
  A-1 will have their attorneys handle the issue going forward.