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:09/08/2024

  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.

  Was charged for a pressure test that was never performed

  Business Response

  Date: 09/09/2024

  These are false allegations. Dusty Underwood Plumbing & Septic went to the residence on 8/28/2024. 
  
  ******************* indeed did have a gas test performed. The gas test was $409. 
  
  ******************* signed his signature for this work. Along with additional work that is outlined in our estimate. 

  ******************* also had two returned checks. This work is unpaid.

   

   

  Business Response

  Date: 09/09/2024

  Dear *******************,
  Thank you for bringing your concerns to our attention through the Better Business Bureau. We take all feedback seriously and are committed to ensuring that our customers are satisfied with the services provided.
  Upon review of your account, we would like to clarify the following: The pressure test was conducted on-site at the same time as the hose bib replacement. The system held pressure for approximately 45 minutes, and all work was completed according to code and industry standards. To ensure the accuracy of the test, the regulator at the tank location was temporarily removed to install the gas gauge. However, the regulator on the water heater did not require removal for the pressure test to be conducted effectively and efficiently. If needed, we can provide pictures documenting the pressure test and its results.
  Additionally, we are willing to speak directly with the propane technician or company disputing the validity of the test once their contact information is provided. Our goal is to resolve any misunderstandings professionally and cooperatively.
  At this time, the invoice for services rendered remains due in full. To avoid further action, including potential collections, we kindly request immediate payment.
  Due to multiple returned check payments, we can no longer accept checks for this account. However, you may submit payment via credit or debit card using the link provided, or in person with cash or certified funds at our office in *******
  We appreciate your attention to this matter and are happy to address any further questions or concerns you may have.
  Sincerely,
  Dusty Underwood Plumbing & Septic, *********************************************************************************** Supervisor

• Initial Complaint

  Date:08/20/2024

  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.

  We had the tank inspected after they pumped it out and the inspector said they either did not full pump it or when they pumped it they clogged the Sanitary Tee and now I can't sell my house until they fix it

  Business Response

  Date: 08/22/2024

  Response to Complaint Filed with BBB Regarding Septic Tank Pumping Service
  
  Dear Buffy,
  
  We are writing in response to the complaint you recently filed with the Better Business Bureau regarding the septic tank pumping service we provided to you last month. We take customer feedback seriously and would like to address the concerns you have raised.
  
  Upon reviewing the details of your complaint, we would like to clarify that the issue you are experiencing with your septic system may not be directly related to the pumping service we performed. During our visit to your property, we thoroughly pumped out 1600 gallons of waste from your septic tanks. We have photographic evidence showing the clean state of the baffle when we left your premises.
  
  It is important to note that the maintenance and inspection of septic systems, as mandated by the state, play a crucial role in ensuring their proper functioning. In your case, the symptoms you are describing, such as a clogged outlet baffle and flooded PTU, indicate a pre-existing issue that may not have been caused by our pumping service. Also, it is notable that you do not have water tight or secure access ports. Your tanks were covered with plywood upon arrival which means groundwater can get in among other things. Your tanks were full of roots and debris. 
  
  We recommend that you consult a qualified septic technician to diagnose and address the immediate issue with your septic system. Furthermore, it is essential to adhere to the state regulations regarding the maintenance and inspection of aerobic systems to prevent such issues in the future.
  
  We stand by the quality of our work and maintain that the issues you are currently facing are likely unrelated to the septic tank pumping service provided by us. If you require any further assistance or clarification, please do not hesitate to reach out to us.
  
  Thank you for bringing this matter to our attention.
  
  Sincerely,
  
  ********

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

   

  Customer Answer

  Date: 08/23/2024

  I am rejecting this response because:   First off we have asked you countless times to come out and see and when we talked to the supervisor there he said no it was completely pumped out arguing with me when it's not hard to crunch the numbers and there was 200 gallons left behind after arguing for a few you finally said yes he left 200 gallons behind this could have caused the clog of the septic tee further more we paid you to completely pump out the system that wasn't done and we do have a service contract thank you so you can't blame that also the inspector that came out to look at it says everything else is good you argued with that without even coming out the boards were to keep the chickens away had nothing to do with anything you just keep blaming the customer and making excuses but you are the one that has not even came out to look and further more we had an appointment for you to come and you cancelled and still have not even tried to come and look just more and more excuses 

  Business Response

  Date: 08/23/2024

  We pumped 1609 gallons out of your tank and it looks like we also discounted the price by over $250 for some reason. I have the recorded call between you and the supervisor but it will not allow me to upload here so I will email it over. No one stated your system was 1800 gallons. The attached manifest states our trick tank holds 4800 gallons. We simply pumped your septic system as you authorized before and when the work was completed. We will not continue to go back and forth on this matter. 

  Customer Answer

  Date: 08/23/2024

  I am rejecting this response because:   the form you sent says 1800 gallons. Do you not read your own receipts.

• Initial Complaint

  Date:05/10/2024

  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 am being threatened by the owner of Dusty Underwood Plumbing and Septic, **** For background, in early 2023 their techs convinced me that I needed a new septic system, and I was set pay them upon completion of the job. Before the install or any work being done other than drawings and permits, my wife totaled my car and my AC unit went out. I could no longer afford it and offered to pay for the permit, thinking maybe $300 or so. They charged me $1,350 which I am still paying off to today and did not fight it. On September 15, they sent out a tech to look at my alarm going off. He didn't fix it and charged me $100. I put a bad review up on ******* After speaking with the manager, she agreed to refund me as long as I took the review down. I thought things were fine, and had asked to send me a contract for maintenance services as mine had expired. ******* sent a contract but my name was misspelled. I told her I'm sure it is not a big deal, but wanted to let her know. She said no problem, and that she would resend, but never did. I followed up again on 10/4/23, but no response.I call back on 5/8/24 to follow up and was being very polite in the beginning (all on a recorded line). The lady put me on hold for several minutes, just to come back and say that they do not want my business. At this point I said "Why couldn't somebody tell me that in September?" and regrettably followed that up with a "F You" before hanging up. Something I should not have said and not proud of.I post a one star review 5/8 on ****** and ********* Underwood responded by painting me out to be a liar, never once addressing my concerns.Today, Dusty Underwood sends me texts saying that I "attacked, cursed, manipulated and threatened them". I did curse, but that is also this is a lie. He tells me to remove the review and if you don't, the issue will become more complicated" and "Remove the review/s and we all move on peacefully."I take that as a threat. He won't let it go.

  Business Response

  Date: 05/10/2024

  Response to Complaint filed with BBB regarding Dusty Underwood Plumbing and Septic, Inc.
  
  Dear ****,
  
  We have received your complaint regarding your recent interactions with Dusty Underwood Plumbing and Septic, ***** and we appreciate the opportunity to address your concerns.
  
  We understand that you have expressed dissatisfaction with the service provided and the subsequent communication with our team. We take all feedback seriously and are committed to resolving any issues that *** have arisen during your interactions with our company.
  
  In response to your online harassment, we would like to ask you: if our company's service was deemed unsatisfactory and our practices were questionable, why did you initially reach out to us for service? It appears that your dissatisfaction and decision to leave a negative review occurred after we expressed that we would not be able to continue providing service under the circumstances outlined.
  

  We must express our profound disappointment in your behavior towards our staff. It is unacceptable to verbally assault any member of our team, and we take such incidents very seriously. Our company values respect, professionalism, and courtesy in all interactions, and it is distressing to hear that you treated our female staff member in such a disrespectful manner. No one should have to endure such behavior, and we will not tolerate any form of harassment or abuse towards our employees. 

  In light of the recent incident where you called in for service on 5/8/2024 and told our female CSR, "F@$! You", and past incidents with this same type behavior, we regret to inform you that we can no longer provide services to you. Respectful communication is a fundamental expectation in our business relationships, and your behavior does not align with our values.
  We value open and honest communication with our customers, and we strive to address concerns in a timely and professional manner. We regret any misunderstandings or miscommunications that *** have occurred and apologize for any frustration you *** have experienced.
  
  We are dedicated to providing high-quality service to all our customers, and we are committed to addressing your concerns in a fair and respectful manner. If you would like to discuss this matter further or provide additional details about your experience, please do not hesitate to contact us.
  
  We appreciate your past business with us, but it is evident that our professional relationship has come to an end. We wish you the best in finding a service provider that meets your needs while upholding mutual respect and understanding.
  
  Sincerely,
  
  Customer Relations Team
  ******************************************************************** and **********************, Inc.

  Business Response

  Date: 05/10/2024

  The online submission form will not support an audio upload of the phone calls between ********************* and our company. We'd be glad to share those in an email if you'd like. Just let me know. Thank you, ******** Underwood 

  Customer Answer

  Date: 05/10/2024

  I am rejecting this response because:   I do not want their business going forward. Thats not what this is about.

  But what I do want is for it to be known that I have never once used any vulgar language of that type with anybody at that office before, until being floored by their rep telling me they do not want my business after calling to follow up on a contract that they told me they were sending back in September on the afternoon of 5/8/24.
  

  Im weary of their defamation. Not to mention the owners veiled threat via text today if I didnt remove a truthful ****** review. 
  

  The reason that I called back for a maintenance contract after the alarm incident was to follow up on the one that was already sent to me for signature on 9/18/23. Somebody has to maintain my system and as long as theres no repairs involved, they can be trusted for maintenance service.
  

  I had resolved all of the issues with the alarm not being fixed the evening of September 15, 2023 with their manager and thought we were good. She refunded me my hundred dollars if I promised to remove the one star ****** review, which I did. I guess I had the audacity to call them out on charging me for work that they did not do and therefore, a bad customer with no right to be upset  

  Which in turn, they decided that you no longer wanted my business. They just never bothered to communicate that to me, which is classless  
  

  To this very hour, not a soul at Dusty Underwood will take responsibility for not resending the contract back to me after originally sending it misspelled and then being told another one was coming right away on 9/18/23.  If they didnt want my business, they couldve told me on September 18th and it wouldve been fine, instead of sending a contract with typos and choosing to mislead me that they would maintain the system.
  

  All they want to do is talk about how I cursed at a representative instead of taking any responsibility for their part in this. I dont randomly call up businesses and lose my temper like that, but that is what they want to have people believe. They do no wrong, and take zero responsibility for any of their one star ****** reviews that I have read, and they are quite a few of them.
  

  To be told that I attacked and threatened multiple females via unsolicited text message from the owner today is a flat out lie. It is slander and I am considering my options on that. I talked to ONE lady, lost my temper and said F you at the end. Not my best moment for sure.  How that is threatening someone I do not know, but this is what I have come to expect from these people. I apologized for it twice as can be seen in the previously attached documentation. but they still want to die on that hill and not take any responsibility for the maintenance contract sent  on September 18, 2023 with no intention  of doing business with me. That still, and never will, be addressed by this company  
  

  People should know who they are dealing with when they contract them for their services. 
  

  I do not want them contacting me ever again and want the slandering to stop. I removed the ****** review earlier today just to make this go away. This company is not worth it.  

  Ive said my peace, this can be closed now. 

  Customer Answer

  Date: 05/11/2024

  Please close this complaint out. 
  

  This has gone to a place that I never intended.  As long as I am no longer slandered or communicated with, Im good. I would never threaten anyone, and to be accused of that, thats what really bothered me.  
  

  Im sure neither party wants to hear from each other ever again, and Im OK with that.  
  

  Thank you,

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

• Initial Complaint

  Date:03/13/2024

  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.

  Entered into a septic contract with Dusty Underwood around end of 2021 to beginning of 2022. We immediately had issues as the control panel went out and it had to be replaced. They blamed the power and charged us *******. Now here we are and for the second time in 2 years they are requesting us to pay for another control panel. The technician and his supervisor stated this was a warranty issue however now the supervisor over the office is stating because power to the house was cut off we are responsible for paying for the new part. However the technician and his boss said that they arent using these parts anymore because they were not working properly and they have been replacing them under warranty.

  Business Response

  Date: 03/13/2024

  When we installed the system, originally, we provided you the correct electrical specifications for the circuit that we mount our disconnect to. The power supply that was provided was not adequate and led to failure of the pump and the control panel, which had to be replaced because the system flooded. Now you have told us that the system was without power for months and was disconnected from the original home and now reconnected to a new mobile home per the warranty documents. War system warranty is void if the system is without power for more than ********************************************************************************************************************************************* writing. I have attached the warranty document. Please refer to page 11. We have scheduled an appointment to meet with you tomorrow to go over the findings to either confirm or deny the initial diagnosis but according to the warranty documents, the system is no longer covered under the warranty because it has been without power for months. We do not take complaints or grievances lightly. We take them very seriously we never charge our customers for our mistakes if anything is found to be a material or workmanship issue we always make it right. We hope to be able to resolve this matter thank you.

  Business Response

  Date: 03/19/2024

  The panel was replaced at no charge to the customer even though her warranty is void. She ensured ** she would remove her complaint.