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:02/17/2025

  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.

  A Wesco was hired to repair/replace my septic system. They replaced a tank and allegedly rerouted and approved inspection on a septic line out from the home to the tank. In 2024 the system backed up into my home causing damage to multiple bathrooms, flooring, etc. ********** plumbing discovered that the line had been installed incorrectly and could not correctly function. It was cleared by A Wesco and repair was done by **********. The line was exposed and there were obvious significant issues with the install, including multiple unnecessary bends, backwards grade in multiple spots, and that the replacement tank was not sufficiently low enough for flow. A Wesco was horrifically difficult to get customer ********************** for. ***** ***** repeatedly promised communication he did not follow through with. A new trench was dug and A Wesco replaced the line. In doing so they cracked the house out, causing sewer spillage in my crawl space that required repair by **********. They offered me a $2k check for damage which totaled over $5400. I was told a pump fee would be refunded, which was not. I requested ONLY the total cost of repair over 7m ago and did not cash the check. The business never responded. I have since called multiple times and ***** ***** refuses to respond. If this does not resolve the issue, I will result to civil matters which will include monetary damages above the actual cost of repair.

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 11/18/24, I called Wesco Septic for a quote to pump my septic tank & was quoted $560 to pump and $60 per ft to dig. They had a cancellation and came the next day to pump the tank. they began working and asked me to come out 4 times & told me my septic tank was old and should be upgraded; my pump was old and should be replaced; my drain field was clogged and should be upgraded for a deal of $3200,Then he pulled out the pump to show me It was old. I asked if the pump was working and he said yes so I told him to I did not Want to buy another pump.He said it was $813.22. I told him they quoted me $680. He said that was the price. So I paid him the $813.22. He went out to his truck and they sat in my driveway for about 20 minutes came back said it was an additional $428.47 because they pumped more. They charged $1241.69, double what they quoted. That night There was a power outage,at 1:30 AM When the power came back on, thepump alarm went off. Called wesco and was told it is $375 to come out. I was going to hold off.I called another company, Cuz Septic Service. They said they would come out for $250. They came come out, they found Pump disconnected at union, not broken. Pump was removed by someone and not reinstalled. Fallen alarm float was the cause of original alarm. System working as it should be at this time. They fixed the issues and charged me $273.50. Problem fixed.I called Wesco and explained all of the above and they seem to concerned. I was told the manager would call me back. No one ever called me back. Wesco septic made me feel very uncomfortable during the whole service.I feel I should receive a Full refund in addition to the amount I had to pay Cuz. I should at least receive a refund for the amount over their quote and the amount I had to pay Cuz to fix the problem.

  Business Response

  Date: 12/20/2024

  We received a recorded call on 11/19/24 @ 8:54am (not 11/18/24 as stated) from ******** *******. She needed pricing for pumping of the septic tank and told us her alarm was also going off.

  Quoted ****** for pumping with a ***** filing fee for the county which would be ****** + tax. This quote is good up to 1000 gallons which is the most common size of tank. 

  Customer stated that we would need to dig although she did not know how deep the tank was. We quoted her ***** Per foot and per lid for digging.

  We dispatched a pump truck to the customers property the same day @ ******* (not next day as stated)

  Our technician needed to probe the property to locate the tank and let the homeowner know there would be dig charges as previously quoted. Homeowner agreed and the technician dug up the 2 lids on the septic tank that were approximately 1.5 ' deep for a total of 3' of digging. Once the lids were exposed, the technician found that the 1000 gallon septic tank was flooded. Technician would need to locate the pump chamber and dig it up to try and determine what the issue was with the alarm which was agreed upon with the homeowner. Homeowner was charged for the digging of the 2 lids on the septic tank of 1*****. (discounted from ******). Homeowner was NOT charged for the digging of the pump chamber which was 2' deep which would have been an additional 1*****. 

  Now that all the tanks were exposed and found to be flooded, our technician let the homeowner know that there would be extra gallons that needed pumped out of the septic tank and out of the pump chamber in order to access the pump and floats. Homeowner agreed again to the charges. 

  Once the tanks were pumped out, the floats in the pump chamber were found to be unsecured which in turn stopped the pump from pumping and also set off the alarm. Technician was able to test the pump which was pumping down very slowly which he informed the homeowner of. Technician also let the homeowner know that her pressure drainfield was plugged and that the pump was probably original from 1997. Homeowner became angry at the findings and told the technician that she did not want any other work performed. Technician also tried to explain that it would be in her best interest to extend the septic tank risers to grade so there would no longer be any digging and no longer dig charges in the future, (home owner may be confused on the septic tank being old - it is in good condition and just needs risers installed to bring to grade and up to current day codes)

  Technician had the homeowner pay for the regular pumping, the digging and a filter cleaning. After backfilling all of the holes and cleaning up the yard, the technician went back to his truck and realized he had not collected for the extra gallons for the flooded septic tank and the pump chamber. He then let the homeowner know this and just charged her a regular pumping of the 750 gallon pump chamber. 

  All pricing was clearly stated in original recorded phone call. Unfortunately, there were clearly some issues with the system that could not be determined on the original  phone call.

   

   

   

   

   

  Customer Answer

  Date: 12/21/2024

   
  Complaint: 22701540
  
  I am rejecting this response because:  I provided photos of where the tank lids were, He didnt have to search for it.. The technician never mentioned costs for digging, therefore I never agreed. He never mentioned anything locating the pump chamber to determine what the issue with the alarm, therefore I never agreed. He never informed me there would be extra gallons that needed to be pumped therefore I never agreed.
  

  He said the pump was still working. After him telling me everything needed to be upgraded and then said hed charge me $3200 to repair the drain field.  I  told him I wasnt going to agree to $3200 drain field upgrade. I was very frustrated; after the technician basically said everything needed to be upgraded.

  The only thing the technician told me were all the things he thought I needed to upgraded.  Why did the technician disconnect the pump and not reconnect it and reconnect the alarm float? The system was working prior to them coming And I expected them to leave it working when they left.  I was never told there would be extra charge for pumping extra gallons until he came back up to my house and Said there was an additional charge of $428.47.

  The other company I had to come out reconnected the pump and the float with no problem. This is something that should have been done by Awesco. I would never imagine a company taking The pump out and not reconnecting it when they left. I dont know how they think thats acceptable And why I would have to have another company come out and fix what they disconnected.
  Sincerely,
  
  ******** *******

  Business Response

  Date: 01/14/2025

  Homeowner was clearly quoted on a recorded call on pricing for pumping of the septic tank up to 1000 gallons. Homeowner was also quoted the pricing on digging which she stated that there was a "little bit of grass over the lids now." This clearly was not the case as the lids are a foot and a half deep.

  We were contacted to pump the septic tank and determine why the alarm was going off. The technician dug up the pump chamber to determine the cause of the alarm sounding and did not charge the homeowner for the extra digging.

  The pump chamber was flooded which the homeowner visually saw so he informed the homeowner that it would need pumping to access the pump and float. Our technician made the mistake of not adding the additional gallons on the invoice and having to go back to the customer to collect in which time she became upset.

  There should be no dispute that services were provided for the digging and pumping of the flooded tanks.

  Rejecting our previous response because "photos were provided" by the homeowner of where the tank lids were is unacceptable. We did not charge for searching of the lids. 

  In order to resolve the dispute, we offer to refund the $273.50 which was the amount the homeowner paid to the other septic company. 

  Customer Answer

  Date: 01/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *******