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:03/18/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  A1 septic replaced our entire septic system and leach field in April 2023. This cost us $9,100 plus paying around $5k to replace the lawn after the job was done. This February (2024) we noticed the shower backing up. We immediately called Mr rooter plumbing to snake and camera our pipes. They showed us there was nothing wrong with the plumbing but that the septic was completely full of water which should not be happening less than a year after installation (this tank is also bigger than what the house technically needs). The plumber said “since it’s so large it probably took that long to fill up and it didn’t seem like it was draining into the leach field.” When calling A1, they sent out two pump guys just to pump the tank (we did not ask for that. We wanted them to inspect for the issue). They said they didn’t know the issue but they drained so it started working again. 2 weeks later, it’s backing up and full again. We called again only to get the same two guys who came out and said “we don’t know the issue and septics are weird.” When talking to A1, they make all of the excuses possible like maybe it’s your grass or maybe it’s the rain (this happens when it doesn’t rain) and won’t get anyone out to fix the issue. They won’t call back and from reading reviews, they do this to other customers. Seeing how much it cost in the first place, we shouldn’t have to pay again for an issue on a BRAND NEW system nor should they be able to treat other customers paying out large amounts of money to them. They have a terrible business mentality and we cannot afford to repay for something we’ve already dished out money for to not have issues like this. We payed for a job that clearly was not done correctly and if the leach field needs to be redone they should fix the yard that we already payed for too.

  Business Response

  Date: 04/04/2024

   April 4, 2024
  
  
  To Whom It May Concern:
  
  
  We did install the septic system and had a state inspection to make sure the tank and drainfield were installed according to the permit and state requirements. That inspection took place on April 12, 2023. |After we covered the system, we had another state inspection to make sure it was covered properly. This inspection took place on April 17, 2024.
  
  
  The customer has a 1,050 gallon tank which is a standard size tank. An average household of 2 people uses about 6,000 gallons of water per month. That means the septic tank would fill with water easily within the first month. This also means that the system functioned properly until they had trouble this year.
  
  
  When we were contacted about the problem, we sent out a truck to pump the tank down so we could evaluate the system. Upon removing the lids to pump the tank we noted that the water levels in the tank were correct. The tank should be full of water. It should not have a water level above the inlet pipe or the outlet pipe. In this case, the level was just where it should be. When we related this to the customer, he wanted us to lower the septic tank and drainfield. Unfortunately, this is not possible as the permit tells us what level it needs to be set at. We informed the customer that if he was having a problem with the slope of the pipe to the tank from the house that he may want to add a lift pump. In any event we pumped their tank as a courtesy.
  
  
  When the customer called a second time a couple weeks later, we sent our team out again at no charge. The team dug the lids up and looked at the levels in the tank only to find them at the correct place again. I’m not sure why the customer thinks the tank should not be full of liquid. If it wasn’t full of liquid, it wouldn’t reach the outlet pipe to the drainfield. The outlet pipe is near the top of the tank.
  
  
  We also learned that they had dirt leveled out and sod installed in the yard. It is possible that they ran over the drainfield or header pipes when they did this. Heavy equipment should not be placed on top of the tank or drainfield. If this did happen, we did not see evidence of this based on the water levels being correct. Finally, the customer indicated that the pipe connecting the house to the drainfield didn’t have a steep enough slope in it. We did not install that pipe. We put the tank at the level required by the permit. If enough slope can’t be obtained with gravity, customer needs to purchase a lift pump.
  
  
  Both times we visited the property, it appeared that the problem may be in the drain pipe from the house to the septic tank. When we pumped the tank we noticed that there was still water in the clean out. If the slope is correct from the house to the septic tank and there is no clog in the line, there should be no water remaining in the drain pipe between the house and the septic tank. This indicated to us that there could be a problem with that drain pipe. We are not responsible for drain pipes from the house and a plumber is required to make this connection by Florida code. Since our tank and drainfield were installed and inspected to be correct according to the Florida code, there is nothing to fix on our side.
  
  
  Please let me know if you have any questions or need further clarification.
  
  
  Sincerely,
  
  
  Christopher ******
  A1 Septic Worx LLC

  Customer Answer

  Date: 04/05/2024

  
  Complaint: 21444174
  
  I am rejecting this response because:

  Some of their information given is simply not true. When sending out a pump guy, whom we did not ask for, he admitted that the water level was high and that he didn’t know why. He pumped some out because it was clear that’s all he knew to do. The water does not seem to be draining into the drain field, causing the water to go back into our pipe from the septic to the house. We have already had two certified plumbers come out and verify that and tell us there is NO issue with any piping. We NEVER requested a lower septic or drain field. Our house makes gravity fine, just as y’all assured us when it was installed, no pump is needed. 
  
  
  Every time it has rained heavily here, there has been a back up indicating an issue with drainage. We have read and heard that rain is a common issue with septics so we convinced ourselves it was something we had to deal with rather than call and complain to A1; although not being able to use your bathrooms because of a rainy day seems excessive. 
  
  
  We called them a second time because the water was not draining out of the tank into the field causing another back up. *keep in mind, these back ups happened when no rain had occurred* We asked for someone who could inspect the issue, not pump the tank. Yet we got another guy who only pumps. Again, the guys who pump clarified that they knew nothing other than pumping septics so they could not have told us, “that the problem appeared to be in the drain pipe”. They told us that they have heard of there being an issue with the slope but that they simply didn’t know. When asking for paperwork to address what they did or did not find they got in their truck and left. 
  
  
  Other information that was incorrect is the assumption that we leveled the dirt and had machinery on our property. That is false. A1 leveled everything when they were finished installing the drain field and we have had no machinery at our property. The company who laid our sod did it by hand and did not have any such thing on our yard. 
  
  
  We have yet to get someone from A1 to inspect their tank or septic filter or drain field that they installed. We have already paid for and been told by plumbers there is absolutely no issue with the plumbing and the septic doesn’t seem to be draining into the field. We have been told by A1 that someone will come by again but that was a few weeks ago and no one arrived. As we have stated and the plumbers as well, this tank has been installed less than a year. We should not have issues with a brand new system. 

  
  Sincerely,
  
  Samantha ******

  Business Response

  Date: 04/12/2024

  April 11, 2024
  
  
  To Whom It May Concern:
  
  It seems that the customer isn’t very happy that we sent a pump guy to evaluate their problem.  Actually, the procedure for checking systems is to send out the pump truck and team.  Whenever we need to determine if a system is working the pump truck team opens the lids of the tank, assesses the liquid level and then may pump it down to see if there are any issues.  This is what they did for the system in question.
  
  On a daily basis the pump truck team pumps out tanks, documents the systems they work on by marking down whether the tank and drain field are good or bad.  The report attached with my last response showed the findings for the property in question.  He marked down both the tank and drain field as good.
  
  To help visualize the situation, I have attached a photo the technician took of the tank and levels.  This is a picture of what it looked like when he first opened the tank.  You will notice that the levels in the tank are near the bottom of the inlet pipe.  If the tank was causing liquid to back up into the house, the liquid level would need to be higher in order to push liquid back into the house.  This is how we can tell the issue isn’t with the septic tank and drain field.  Since the liquids are not filling the inlet pipe, the problem is somewhere in the customer’s house.
  
  The second time we were called to evaluate the system, we sent the pump truck team because, as stated before, that is how we check a system.  It was during this second inspection that our pump truck lead technician called the office with his findings and several of us were present to hear him say that the liquids were at the proper level and things were functioning properly in the tank.  As the technician described the problem, it appeared that he thought there was a low spot in the drain pipe from the house which stopped the line from flowing easily to the tank.  He thought the drain pipe might need to be sloped better as he could see water standing in the pipe when he checked the cleanout.  It was about this time that the pump truck dispatcher was on the phone with someone related to the property who indicated they were a plumber and wondered if we could lower the system.  I know the complainant denies this but about 3 of us were present when somebody made this request.
  
  As for the machinery, I didn’t say it had happened but only indicated it was possible and that we didn’t see any indication of this.  So not untrue, just clarified by their response.
  
  If they would like us to bring our pump truck back again and check the levels, we can certainly do this, but if the levels are correct again showing that things are working properly in the tank, we will have to start charging for these trips.
  
  Sincerely,
  Christopher ******

  Customer Answer

  Date: 04/12/2024

  
  Complaint: 21444174
  
  I am rejecting this response because:

  I am not “unhappy” you sent a pump guy. I am unhappy you did not send someone who could actually inspect the issue, as he made it clear he did not know anything other than pumping tanks. Both times that they came out, they did nothing to “check the drain field”. There was no soil inspections, there were no evaluations of our field at all. We have now had Parker Septic come out and confirm that our drain field is in premature failure. The soil is not saturated like it is it supposed to be and it is not sitting high enough above the water table. Please see attached sheet of their first visit confirming the field was bad (highlighted in red it states, “df is no good”.
  

  As we’ve clarified many times now, there is nothing wrong with the piping in the house as it makes it to the tank just fine. 
  

  In my opinion, I’ve stated several times that the tank is not draining into the field as it should which should have indicated to the professionals to actually survey the drain field. We are by no means experts at septic tanks and drain fields, hence why we paid A1 thousands of dollars a year ago to install and make decisions. Now we are dealing with a similar sewage and financial issue that we paid to fix a year ago. 
  

  We can no longer use our sewage so yes the levels will drop down a little bit as it VERY SLOWLY goes into the field and starts to dry. If you came and looked into the drain field like we asked, you’d find where the problem lies. We have paid for this problem to be resolved a year ago and it looks as though the issue has started over but at the result of the drain field not being properly installed. All that we ask is for A1 to take responsibility and fix what we paid for a year ago.

  As for what the plumber may or may not have said over the phone, I was not on the call and cannot speak for that conversation. 

  
  Sincerely,
  
  Samantha ******

• Initial Complaint

  Date:03/15/2023

  Type:Product 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 paid this company $850 on 2/06 for a septic permit and for a site planner to come and assess our property. This company refuses to respond to phone calls, it has been over 5 weeks now and they have still done nothing. We requested a refund on 3/14 due to the fact that nothing has been done, and they refuse to refund our money even though they have not done what we paid for. We just want our money back so we can find another company that will actually help us.

  Business Response

  Date: 03/16/2023

    Hi Mrs. ******* *****r did come in A1 Septic Worx LLC  on 02/06/2023 and pay $850 for a permit. Mrs. ****** signed the invoice that included the $850 was non refundable and later we requested a survey which the owner is responsible for. The survey was the only thing that was holding up Mrs. ******s permit. Our office did return several of Mrs. ******s phone calls and she was very rude even calling and using profanity. We haven't processed the permit  yet because we didn't have the survey that DEP requires. We have tried to work with this customer and make her happy but her property still requires a survey. Our office has spoken to Mr. and Mrs. ****** several times. We are willing to refund $650 back to Mrs.******.You have the wrong email on file so please email *****************l back. See attachments please and if any other questions you can reach me at ***********5. Thanks 

  Customer Answer

  Date: 03/16/2023

  
  Complaint: 19599919
  
  I am rejecting this response because:

  We explained on the day we came in that we were not provided with a survey when we purchased the property. I did research and was not able to find one that had ever been done. I emailed Veda on 2/08 and told her this. I have attached the email with her response. My husband also spoke to her on the phone and she told him she would check with the owners to see what needed to be done and get back to us but she never did. We were under the impression that she was trying to find out if the survey was necessary because THAT IS WHAT SHE SAID SHE WAS DOING. It was not until we requested a refund on 3/14 due to NOTHING being done that she told us the survey was needed. Your company has horrible reviews and has done this to many many people. Had we read reviews beforehand we would have gone somewhere else. You are liars and thieves and refuse to accept responsibility for anything you do to wrong the people who pay you and trust you to do what you say. 
  
  Sincerely,
  ******** ******

  Business Response

  Date: 03/20/2023

   Mr. and **** ****** picked the **** refund check up from our office on 03/17/2023.