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:03/24/2025

  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.

  Quote in one price over the phone what's the technician arrived open up my septic tank the fee was $150 to start with $50 service charge once the tank was open they said my tank was over filled with no explanation beforehand they would have to charge me an additional $200 after my yard was tore up and the top was off of my tank now we can take the $50 and leave or if we pump the tank we're going to have to charge you an additional $200 the same my ***** field was full I have no smell no saturation out in my yard no backup anywhere but I'm charged an extra $200 which is just wrong if they had told me beforehand that they would be an extra charge if the tank is overfilled none of this took place until they got the lid off told me yard up and then jacked me up for another $200 I think it's misleading and I think it's wrong

  Business Response

  Date: 04/03/2025

  Septic Blue would like to thank Mr. ****** for the business and voicing his concerns.
  Mr. ****** contacted Septic Blue with sewage backing up into his home. The *** instructed Mr. ****** of the basic pump price and the dispatch fee in advance over the phone.
  The technician arrived, met Mr. ****** and listened to his concerns. The technician discovered that the tank was deep under the ground with a full-size slab lid and advised Mr. ****** of the digging fee which required the use of an excavator. The technician also advised Mr. ****** that the Septic Tank was above proper operating level, which indicated a drainfield problem. Upfront,the technician went over two estimates that would solve the problem. Mr. ****** declined the solution to the problem and just wanted the septic tank pumped.
  There are four main components to a septic system. The main house line from the home to the septic tank, the septic tank, outlet pipe to the drainfield and the drainfield. A drainfield is a series of underground trenches that are several hundred linear feet long by 3 feet wide that can hold a couple thousand gallons. The main house line is the piping from the home to the septic tank that can hold several hundred gallons. When pumping a septic tank that is above proper operating level the drainfield trenches and mainline piping sewage water drains back into the septic tank.
  The overfilled-excessive gallons charge is for sewage gallons pouring back into the septic tank while it is being pumped. The more that is pumped, the more we are charged to dispose of the waste.
  In conclusion, Septic Systems are subterranean and there is no way to diagnose a sewage backup problem over the phone. Backups in the home could be a result of various problems. Some of these problems can be very simple, some of them are very technical. When our licensed technician arrives, it is their job to troubleshoot and advise on the solutions. Mr. ****** chose not to resolve the problem and as a result the issues will continue. Septic Blue wishes nothing but the best for Mr. ****** in finding a permanent solution to his Septic troubles.
  

• Initial Complaint

  Date:11/15/2024

  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.

  Dear BBB,I am writing to complain about the poor quality of workmanship and lack of accountability of Septic Blue for work recently performed at my property to retrofit septic tank risers to my existing concrete septic tank.Corroborated by an opinion from the ********************, Septic Blue did not follow the minimum legal installation standards associated with their license conditions.The On-site Sewage Management System manual requires that retrofitted septic tank plastic risers be firmly attached using concrete screws, adhesive mastic or epoxy and be sealed to be liquid and gas tight. Septic Blue used an undersized 20" ring to close up the 28" diagonal square openings I have in my tank, leaving clear gaps around the edges that were "patched" with mortar. to an unprepared surface covered in roots, rocks, and dirt; the patching compound was applied directly over top of the dirt with no hope of creating a real lasting bond.The day after the Septic Blue technician finished the work, the *** informed me of the required minimum standard:"Attachment to tank - For installation on new concrete tanks, plastic risers must be attached by means of an integrally (cast in place) molded casting ring. Installation of risers onto existing tanks may be achieved with the use of a bolt-on attachment ring, adhesive mastic, or epoxy adhesive compatible with the riser material. Risers that are part of a tank manufacturers proprietary integrated tank and riser system may be attached by s**** type threads molded into the tank and riser or other approved connection method."None of the above was performed. I attempted to resolve this by phone and email with the company but they have not responded. Standards exists to protect the community from contractor shortcuts. Septic Blue failed to honor their obligations in favor of their own preferred methods. I hope my complaint helps save someone else from poor quality down the road. Buyer beware and do your homework!

  Business Response

  Date: 11/19/2024

  We would like to thank Mr. ****** for his business and voicing his concerns on what he believes is a workmanship issue. We understand that Septic System issues can be frustrating, and we are there to help. The access opening to Mr. ******* Septic tank lid is 18 square by design. After observing the job photos, we can tell it is in fact 18 and not 28. Septic Blue uses state approved risers that are 20 which are designed for the common 18 size for the concrete precast design. It would be exceptionally rare that a Septic Tank particularly in his area has an access lid over the size of 18.The technician used a concrete hydraulic concrete which is rated for use with water and is a considerably better sealant than screw/bolts or adhesive tapes or epoxy to provide a watertight seal which is required by the state. We wish nothing but the very best workmanship for Mr. ******* Considering he feels this is a workmanship and a warranty issue, Septic Blue will return with 24diameter state approved risers and completely replace the original risers installed for 100% coverage under warranty. This work will be done on Mr.******* schedule, and the Septic Blue team, which will include an onsite manager, will not leave until he is 100% satisfied with the work. The Septic Bue team is standing by for his call to book and get this on his schedule, 7 days a week.

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22563376
  
  I am rejecting this response because:

  1) Septic Blue's claim that the lids are 18" may be referring to the inside chamfer dimension on the side of the square, however, the top of the lids/openings are absolutely 20" sided which gives approximately a 28" measurement across the diagonal and this is the diameter that a circular adapter plate must cover to avoid gaps. See attached photographs of the lids that I retained that clearly demonstrates the dimensions that I stated during my complaint. Also, the photographs from their own service report clearly shows the undersized circular adapter ring. A square base adapter plate of correct size is more appropriate as recommended by the County Health Dept.

  2) It is immaterial whether or not Septic Blue believes that hydraulic patching cement is superior to what the Georgia code for septic tank requires - it is not their discretionary call to make. Moreover, Proselect hydraulic cement needs careful surface preparation in order to achieve a watertight bond: you can't just "patch" on top of dirt. In my installation that was certainly not achieved as evidenced by the photographs from their own service report. To me this is just *********** that good workmanship requires thorough preparation as required by the manufacturer. Accordingly, I have no faith in their work product henceforth due to their assertive approach to defining their own rules and subpar standards.

  3) I voiced these complaints a long time ago with Septic Blue both by phone and by email and I did not receive a response to negotiate either a reimbursement or the option to rework the job to bring it up to the statutory minimum installation requirements. This could have been easily worked out back in September, and I am very reasonable and open to discussion. Septic Blue could have seen this as an opportunity for constructive criticism and we could have moved forward together back then, as this has been a source of considerable concern for me as a paying customer. However, calls are screened through a desk operator and as can be readily deduced from numerous of online reviews, getting closure with Septic Blue is typically quite difficult. Accordingly, the corrections have already been made to the riser systems and no further work is necessary.

  4) In a previous complaint response dated 4/19/2024, Septic Blue stated that "Septic Blue has a customer satisfaction policy" and offered a reimbursement to the customer. If ********************** is willing to pay for an entire rework job as per their offer, it would go a long way to close this matter if they would simply consider reimbursing me the cost of the riser work to defray the extra cost I have expended for the corrections.

  I have not taken exception to any other part of the work order executed on that day, but I feel that a licensed contractor needs to abide by the written minimum standards of the State and that is all that I have held them to with regards to the riser installation. These standards are implicit in all the septic work undertaken whether or not homeowners are aware.

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

  Business Response

  Date: 11/26/2024

  The team at Septic Blue would like to thank you Mr. ****** for the business and voicing his further concerns. Septic Blue used concrete to fill any gaps.

  Septic Blue has a 100% customer satisfaction policy. In keeping with that policy, Septic Blue will return and remove the previous state approved sets of risers installed and completely replace with 24 diameter state approved risers for 100% coverage under warranty. This work will be done on Mr. ******* schedule, and the Septic Blue team, which will include an onsite manager, will not leave until he is 100% satisfied with the work. The Septic Blue team is standing by for his call to book and get this on his schedule, 7 days a week.

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22563376
  
  I am rejecting this response because:

  This response is virtually identical to the first one, and disregards the fact that the removals and rework have already been done at my expense as stated once before in my reply. Continuing to make this offer despite knowing these facts makes their response an empty gesture.

  Again, I reached out by phone and email way back in September to address these concerns directly with a manager, concerns that were dismissed, and no offer of rework was made at that time even after I sought and provided a corroborating expert opinion on my concerns to vouch for the credibility of the complaint (life is busy enough without making frivolous complaints, so those that I rarely make I take very seriously and back up with solid evidence). That left me no option but to have corrections made independently of Septic Blue to ensure it was addressed as soon as possible. However, I also understand that managers and customer service personnel are busy and things get lost in the mix, and so I want to take this final opportunity to make it right based on where we are at this moment in time.

  Not naive to the likelihood that Septic Blues mind may already be made up which puts us at an impasse, I will make a final plea for Septic Blue to refund me the charge for the riser installation subtasks only, given that they are clearly willing to fund labor and materials for an entire removal and reinstallation, tying up their staff that could be out on other revenue-generating business calls. If they wish to discuss a negotiated refund amount by phone, a manager can feel free to call me anytime: they have my number, I am waiting for their call.

  I wish to amicably and practically resolve this complaint with mutual satisfaction. 

  Respectfully,
  ******* ******

  
  

  Business Response

  Date: 12/10/2024

  Septic Blue would like to thank Mr. ****** for his business. We were happy to come to an amicable agreement to solve Mr. ******** issue and look forward to working with him in the future for all of his Septic System needs.

  Customer Answer

  Date: 12/11/2024

   
  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.
  

  I sincerely appreciate the efforts of the general manager, *****, to seek a mutually acceptable resolution and being a customer service advocate.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:10/03/2024

  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.

  Dear BBB,I am writing to formally file a complaint against Septic Blue regarding their unsatisfactory service and the issues I have encountered during their recent operations at my property.On 10/02/2024, Septic Blue was contracted to perform septic tank construction at my residence located at ********************************. During their work, they caused significant damage to my water drainage system, which has resulted in additional expenses and inconvenience for me.Despite my attempts to communicate with the company regarding this issue, I have not received a satisfactory response or resolution. Specifically, I have requested that they send a representative to assess and repair the damage, as well as cover the costs I incurred for hotel accommodations due to this situation. Unfortunately, my requests have been ignored.I believe that Septic Blue has not acted in good faith and has failed to meet their obligations to their customers. Therefore, I am seeking your assistance in addressing this matter and holding the company accountable for their actions.Thank you for your attention to this complaint. I appreciate your help in resolving this issue.

  Business Response

  Date: 10/10/2024

  Septic Blue values and appreciates our customers. It is unfortunate that Mrs. Than water line (potable) was damage in the course of pumping & repairing Mrs. Than septic system.

  Unfortunately , Septic Blue is not responsible for UNMARKED private utilities. Simply because its impossible to know where these utilities are located underground ,  unlike public utilities which where marked. Further, it is a code violation for a  homes potable water supply to be located/installed  over the residence septic system which is clearly visible in the attached photo.  Lastly , clearly stated on the Septic Blue invoice , under Terms & Conditions it states the following:

  "Septic Blue Inc. & Septic Blue of NC LLC. is not responsible for damages to driveways, asphalt, sidewalks, other hard scapes, lawns, shrubbery, sprinkler systems, landscape lighting, electrical, potable water lines and/or unmarked utilities, debris removal of any kind unless specifically noted in the scope of work.

  We appreciate your understanding in this matter and are truly sorry for any inconvenience it caused in dealing with the broken water line.

  Sincerely,

  RE Minkert
  

• Initial Complaint

  Date:05/09/2024

  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.

  On Sept 4th I called Septic Blue as a referral from Trust ****** website due to a wet spot in my backyard. Being new to septic systems and after a little research, it appeared my drain field may be failing. *********************** was dispatched and provided me with two options, Repalce Drainfield with 100% Guarantee or Pump out the tank, drain field, lines, and pooling water. He never disclosed option A cost but said it would be expensive and I proceeded with Option B for $2731 as I felt I was backed into a corner and didn't want any backflow into the home. He also lectured me that 4 adults was too much for a septic system and to slow down on water usage. Once I received the emailed invoice I discovered a cost of $329 for 6 bottles of BioTech that I found out later from the county ****************** to never put into your septic tank.. He gave me an estimate for ********** Repair on 9/5 just in case the pumping didn't work for $2900 A month later on October 11th I had them return due to the same exact thing happening to my yard, moisture and pooling over the drain field. This time it cost me $2904 to have it pumped again. On October 11th I received an estimate for the Drainfield repair now totaling over $5442 that included a solid test for $765 which the county doesn't require and a permit for $376.98 for the county permit which only costs $200 and the repairs for $4300 more.I really feel I was taken advantage of bing in a terrible situations and I thought I called a professional company that would diagnose and complete the work correctly the first time and not have to come out a month later and still not do the job.Well my drain field is completely failing again and according the Walton County Health and Environmental inspector, a new drain field is needed..

  Business Response

  Date: 05/10/2024

  We would like to thank ************************ for voicing his concerns. ************************ contacted Septic Blue on 09/05/23 regarding sewage discharge in the yard. When the technician arrived he then excavated the septic tank lid and discovered that the septic system was completely saturated. ************************ was given options A) which was a drainfield replacement with a 100% guarantee and B) which was a bandaid. ************************ chose the cheaper option B with the understanding there was no guarantee. This included other work that the septic tank itself needed not just addressing the drainfield problem. The only thing that could be done with the drainfield was continue pumping as much out as possible in an attempt to dry it out which completely filled the truck. On 10/11/23 ************************ reached out to us again with sewage discharging in the yard. After excavting the lid and probing the drainfield it was discovered that the drainfield was completely saturated again. ************************ was given two options again. Option A which was a drainfield replacement/extension and Option B which was to install sight tubes into the chambered drainfield for observation and directly pumping the sewage water out of the drainfield. ************************ continued to say he did not want a replacement or extension. He chose option B again. Included in the drainfield replacement/extension estimate was a soil report and permitting fee's. We recommended the soil report because we suspect adverse soil conditions. The soil report map would provide us information on where the best soil is to install the extension or replacement. Included in the permit fee is all of the leg work to acquire the permit which also involves contractor grade onsite wastewater system site plan/design. ************************ was informed twice that the only 100% guarantee was to replace or extend his septic drainfield. Twice ************************ chose to try alternative methods and knew there was a risk of the problem returning due to adverse soil conditions or to many people living in the home producing more water usage than the original system was designed for. Septic Blue wishes only the best for ************************ and his septic system problems. If ************************ would like to move forward with a drainfield extension or replacement we are there to help.

• Initial Complaint

  Date:04/17/2024

  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.

  The tech arrived. He didn't do the pumping but wanted to take the top off the tank, there was no reason for that as I have a riser which makes this unnecessary. He removed the riser top and said he could not pump the tank without digging up the top. I said fine I will get a second opinion. At the end of this, he proceeded to hand me a bill for $165. I could accept the dispatch fee of $50 but the extra $120 dollars for nothing does not sit well.

  Business Response

  Date: 04/19/2024

  Thank you for voicing your concerns with the septic service at your home. The technician arrived at your home on 04/17. After meeting with ******************, the technician walked around to the back yard. Upon entering the backyard the technician discovered raw sewage discharge in a 30 ft. area that extended underneath the back wooden deck. This indicates a drainfield failure and septic blue recommends excavating and investigating this problem further.  After further investigation the technician discovered that a 4" PCV Clean out was attached to a hole busted into the concrete septic tank lid underground, this is not a state approved riser. It is state code that when a septic tank is pumped all of the contents must be removed. All of the contents cannot be removed through a 4" hole broken into the septic tank. There is also a safety concern regarding the hole broken into the lid. Over time this will cause the lid to collapse. Septic Blue recommends excavating the septic tank lid and removing it so the septic tank can be serviced properly and the broken septic tank lid be replaced. Septic Blue understands that Septic problems can be frustrating. We wish ****************** the very best in solving is Septic System problem. Septic Blue has a customer satisfaction policy and in keeping with that policy, a 10% discount will be added back to ********************** method of payment.

• Initial Complaint

  Date:04/11/2024

  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.

  See attachments.

  Business Response

  Date: 04/30/2024

  We would like to thank ******************** for voicing his concerns regarding this matter. ******************** contacted septic blue on12/19/23 and requested an emergency service because of alarm light with his septic system. We put him on schedule asap for 12/21/23. When the technician arrived and investigated the issue he discovered both septic tanks were overfilled and the pump was not working. The pump that needed to be replaced was not anywhere near normal for a septic system. Septic Blue had difficulty finding this pump being so close to the holidays. Upfront before any work was done ******************** was informed of all pricing. Upfront ******************** was also informed he needed a licensed electrician to do the electrical work. ******************** told us to proceed. Septic Blue warrantied the work. ******************** contacted an electrician who began doing the electrical work and from our understanding did not finish. However, ******************** decided to do the rest of the electrical his self. 3.5 months later ******************** contacted Septic Blue and said there was a pump problem. Septic Blue technician came back out and replaced the float at no charge because the float was under warranty. Through ************************ frustrations and finding out that he finished his own electrical work we agreed to wire the float in as a courtesy for no charge. ******************** contacted septic blue and said he was not happy with the electrical work and was instructed to reach out to the office for warranty work to correct any issues he was not happy with. Septic Blue has a customer satisfaction policy, and in keeping with this policy septic blue is prepared to credit back 10% of the work performed on 12/21/23.

• Initial Complaint

  Date:04/09/2024

  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.

  I called Septic Blue and was quoted ****** for a septic pumping and a ***** service fee for a 1000 gal tank. After arrival they said my tank was 1500 gal so a mistake I can understand. So they quoted it would be ****** plus they needed to use Extra hose, etc and that my tank substances needed to be broken up thus now we are at ******. My tank was just serviced 3 years ago. There were easy access ********. This was ridiculous. I understood the 1500 size tank isdue but the nickel and dime extras were crazy. No one ever charged me for extra hose etc. Called the company and the Manager wasnt available and he might call me back in a couple of days. This company is a bait and switch company taking advantage of people. I didn't have them do the work and got other company to do the work. Stay away from them.

  Business Response

  Date: 04/24/2024

  We would like to thank ************************ for voicing his concerns about the estimate. When ************************ contacted the company is was stated to him the under normal conditions that pumping a 1000 gallon tank is ****** and a dispatch fee of *****. When the technician arrived he discovered that the septic tank is in fact ***** gallons. The Septic tank had issues that needed to be addressed beyond the normal scope of work. An estimate was provided. Mr. ********** did not want to move forward with that work. As Mr. ********** stated we normally charge a ***** dispatch fee. However Septic Blue removed this dispatch fee. There was no charge to Mr. *********** We wish the very best for the homeowner and if in the future he would like to service his septic system correctly, we are here to help.

  Customer Answer

  Date: 04/24/2024

   
  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,
  
  *******************************

• Initial Complaint

  Date:02/12/2024

  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.

  I was having a drainage issue with my septic tank. This is common for me and I've had to have the tank pumped about 2x per year for the past 15 years. Septic Blue was to pump the tank on 12/27/2023 for $225 + $49.95 dispatch fee. I'd used this company twice in the past. This time was different because rather than the usual six months, this was only 3 month that I needed it pumped. The tech arrived. I have a serious pulmonary disease and I'm tied to my oxygen concentrator, so my daughter and her husband who live with me went out and talked to the tech. He did the pumping but wanted to take the top off the tank for some reason (I have a riser which makes this unnecessary) which requires digging. He did some digging in the yard. At the end of this, I stepped on the porch and he told me I needed an entirely new system. I wasn't expecting anything like that. He called the office and got a price and I put half down. (It was about $20,000 and I put down about $10,000, but this complaint isn't about this) and told me I would have to get a permit before they proceeded. After he left, my daughter noticed a case of 4 bottles bacteria plus 2 more bottles sitting in my carport (you can add this to your tank to bread down solids. one bottle is a year's supply for maintenance but more can be added to shock the system). I contacted the county (Iredell, **) Environmental and ************* to get a permit. I found this is a lengthy process and one that requires a specialist to evaluate the situation. Sometime in early January, the specialist came out. She disagreed with Septic Blue's assessment and plan of action and refused a permit. I was able to get a refund of my down payment. But I had them send me a detailed receipt for the original pumping bill which was $1929.70. Seeing the receipt, I had many questions but Septic Blue kept told me the mgr was in a meeting the first two time's I called (before the refund) as well as the last time I called after getting the receipt wanting an explanation. But the manager did call me the next day and I laid out my concerns. That was two weeks ago. He said he would get back with me but never did. I texted his cell phone on which he called me a week ago but was ghosted. Septic Blue has no published email (or it's too well hidden to be unfindable). As $1929.70 is way more than $275, there seems room for question. I was charged $124.37 for excessive pumping. I've never been charged that before by anyone, including Septic Blue. The mgr claimed it for when the tank is filed over 18" from the top ($125 in well over 50% of the original pumping charge ($225) and that I was just lucky no one ever charge for that before.I was charged $359.70/6 bottles of bacteria twice. I asked about that and was told maybe the tech put the 6 year supply in the tank. The tech never mentioned the bacteria to me of m daughter. All I can see is I was charged for 12 and only have 6 and never asked for any. I was charged $185.15 for excessive depth digging. I didn't authorize any digging at all. I was charged $264.50 for use of a "crudbuster tool" to break down solids. The highly questionable part is that, as mentioned, Septic Blue had been here 3 months earlier and charge me for the same service but then it was $600. I was charged $149.00 to be in their 3 yr. advantage plan. The tech did this without asking. It supposedly gives discounts which, when I told the mgr I didn't want, was told i already saved that much in this bill. While it's true that the plan saved $137 on the bill, most of those savings were on items for which I feel were unnecessary, if done at all, or excessive. I was also charged $389.23 for hydro-jetting the drain, which, if performed, I have no problem with.

  Business Response

  Date: 02/21/2024

  Septic Blue management and reached out to ****************** and resolved his concerns. We would like to thank ****************** for his continued business and wish the very best for his health and current septic system issues.

  Customer Answer

  Date: 02/26/2024

  Septic Blue and I reached a mutually agreeable settlement over the phone on Tues. 2/20/2022. This involves a reimbursement of a certain amount to my credit card. I am waiting until the money is posted before accepting their response. It's been 6 days now and I understand that my complain will be automatically accepted if I don't responds within 7 days. I don't want it accepted if the renege on the agreement. To be fair, I'd like a extension to give them a longer time to put the money back on my card before I reject their offer. I'm not sure if this is allowed or possible, but I thought I'd ask.

  Business Response

  Date: 03/01/2024

  We would like to thank ****************** for his update regarding this issue. Septic Blue agreed to put a credit back to his credit card from our customer satisfaction policy.

  Unfortunately when attempting to put the credit back on his credit card we discovered that the credit card he used had expired. We immediately mailed a company check to the address on file.

  ****************** contacted Septic about management on 02/26/24 and said he had not received the credit. We asked ****************** to please check his mail box and if the check was not in there please reach back out to us.

  We did not hear back from ****************** believing he had received the check.

  At this point Septic Blue has considered this issue resolved. If there is still a problem we ask ****************** to reach out to us directly.

  Customer Answer

  Date: 03/01/2024

   
  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.
  We reached a mutual monetary settlement.

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

• Initial Complaint

  Date:04/12/2023

  Type:Delivery 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.

  On November 28th, 2022, Septic Blue came to pump out my septic tank and unclogged the drainfield because I had a backflow in the house. After the work, there was no backflow, so I thought the work was done. I paid Septic Blue a total of $2574.38. Later, the backflow problem appears again. I have asked two other companies to check the system, and they all told me the drainfield was not cleaned properly and still clogged and caused the backflow. Septic Blue only cleaned the surface of the drainfield and left the inside still clogged. With the proper cleaning of the system, it will last 5 to 7 years. Right now, only a few months after the service, my septic tank is full. My drainfield is still clogged, and we are suffering from backflow. I have been trying to contact Septic Blue several times. They all said they need to talk with the Manager first. I asked to speak with the Manager directly, they said "the Manager can't contact you or talk with you. You will just need to wait for me to call you", but nobody has called me back. I have asked them to send a technician over to my house to see the damage that they have caused. They said," in order for us to come out, the cost would be around $400-$500." Thats nonsense. I do not want another service from Septic Blue. I want a refund.

  Business Response

  Date: 04/25/2023

  We apologize for the frustrations that ************* has endured. Septic Problems can be very overwhelming and when they do occur, we are there to help. Septic Blue Inc. does its very best to keep costs down address these issues as efficiently as possible.
  The technician arrived and excavated the septic tank lid and discovered that the septic tank has been filling above the proper operating level indicating that the drainfield was not working. At this point the technician pumped the tank down and water began flowing back into the septic tank like a waterfall indicating severe saturation. After pumping, the mainline pipe coming from the home was also not draining into the tank and grease could be seen in the pipe. The technician then went and retrieved the homeowner to show and discuss a remedy for the entire septic system.
  The technician up front told the customer what needed to be done and the total cost before any further work proceeded. This included pumping all the excesses septic water draining back from the drainfield, cleaning the outlet pipe,cleaning the inlet pipe, replacing the outlet baffletee and adding an effluent filter.
  Drainfield saturation The underground trenches that are several hundred feet in length absorb gray water from the septic system. These underground trenches stop absorbing water because of excessive water coming from the home, excess rainfall, poor soil conditions or all three. The 100% full resolution is a drainfield replacement.
  Main house pipe Every smaller drainpipe in the home forms into this bigger 4 pipe outside of the foundation that goes into the septic tank. The pipe at this home needs to be repaired because it is consistently holding 1 of water due to an incorrect angle/belly. This will get worse with time. Septic Blue recommends this be repaired/replaced.
  As stated over the phone Pumping/cleaning a septic tank will fill up on average to operating level on average within 10 days. Cleaning pipes has a 30 day warranty and the baffletee installation has a 3 year warranty. If the baffletee installation is the problem, then there will be no charge. If the drainfield is saturated or the mainline is clogged again there will be a charge to pump the septic tank and/or clean the mainline.
  Thank you, Septic Blue Management.

• Initial Complaint

  Date:03/27/2023

  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.

  I contacted Septic Blue to pump my septic tank. I asked about a statement on their website, "A septic pumping service will remove the liquid, but only a full septic cleaning will remove the built-up solids that accumulate over time on the floor and walls of the septic tank." He assured me that for $149.00 plus $49.95 service call fee, the tank would receive a full septic cleaning including the solid waste. Technician found there was a faulty connection in the pipeline from the house to the tank that must be corrected and I gave my permission to do this. I was not able to see what I was signing for, because it was a document on his phone and the type was too small to read. I trusted he was giving me the full story verbally. He was not. I told him at 1:45pm that I was leaving at 2 because I was scheduled to teach classes. He told me I must pay the full amount, $5,631.21 before leaving. I had not seen the invoice nor had he finished the job. At this point my septic system was completely disabled, having been disconnected at the line between the house and the tank. I was unhappy about this and I made it clear, but he insisted that he was not authorized to complete the job without payment. When I finally saw the invoice I was astonished. There were multiple bogus charges. 2 things he charged me for which he never mentioned to me: $329.70 for 6 bottles of enzymes, $149.00 for 3 year Advantage Plan Membership, and 1 item on the invoice which was not done: $606.07 for installing a PVC cleanout. There is no cleanout installed. Other items: $124.37 to pump excessive gallons, and $224.83 for excessive solid matter (both bogus, since tech did not mention this, and I was given assurance when I called Septic Blue that the tank would be cleaned properly for a set fee). A customer should be given written description on paper of the problem and proposed repairs for approval, and payment due after completion and satisfaction. I have never been treated with so much disrespect.

  Business Response

  Date: 04/05/2023

  We apologize the frustrations that *************** has endured. Septic Problems can be very overwhelming and when they do occur we are there to help. Septic Blue Inc. does its very best to keep costs down address these issues as efficiently as possible.
  The technician arrived and excavated the septic tank lid and discovered that the septic tank has been filling above the proper operating level indicating that the drainfield was not working. At this point the technician pumped the tank down and recommended cleaning the mainline because it was holding water. Upon jetting the mainline the technician discovered the terracotta pipe was ran up to the tank and appeared to be collapsing. The technician began hand digging to discover more of the problem. The technician then went and retrieved the homeowner to show and discuss a remedy for the entire septic system. In the beginning the technician believed cleaning up the septic tank and cleaning the mainline would resolve the issue but as the technician worked on the system he continuously discovered additional problems. Upon these discoveries the technician kept retrieving the customer to show the problems.
  The technician up front told the customer what needed to be done and the total cost before any further work proceeded.The homeowner did not indicate that she needed to leave for the rest of the day. The homeowner signed for all the work including the grand total.
  Halfway through the job the homeowner told the technician that she needed to leave. She gave no indication of this prior to signing and agreeing to all of the work. The homeowner wanted to pay half of the invoice and leave while the technician continued to do the whole job and she would pay the rest of the bill later. At this point the technician told the homeowner that he could not do the entire job for half of the payment. The technician stated that he could stop and come back at a later date, but the work would not be completed on that date. The homeowner insisted he do the entire job and the technician stated to her that if she wanted him to complete the entire job that she would need to pay for the whole job before she leaves.
  

  The bottles of enzymes These are to treat the inside drain of the home. This is to help prevent clogs on the inside plumbing. The piping system is very old. The bottles of enzymes were left in front of the garage. The homeowner is free to return them for a refund.
  The clean out charge - While excavating the mainline the technician discovered that the homeowner had a second mainline coming into the first mainline from a different direction and instead of charging her for a second mainline he discounted it by charging only for a clean out.
  3-year advantage plan membership - When a homeowner is an advantage plan member they save up to 20%off of services, priority booking and this is transferrable. On this job she saved ****** off the job immediately.
  Pump excessive gallons The septic tank was above the proper operating level which was more than **** gallons that needed to be pumped.
  Excessive solid matter the solid content of the septic tank had to be broken up to get it on the truck and then at the disposal facility removed by hand. This went beyond a standard pumping.

  Thank you, Septic Blue Management.

  Customer Answer

  Date: 04/10/2023

  
  Complaint: 19860786
  
  I am rejecting this response because: They made no attempt to resolve this complaint. They claim "The technician arrived and excavated the septic tank lid and discovered that the septic tank has been filling above the proper operating level indicating that the drainfield was not working." First, he did not have to excavate the lid because I had a large plastic riser already installed. All he had to do was take the top off the riser and see inside the tank. I saw with my own eyes that the level of water in the tank was not excessive. The problem with my system was not the drain field or the level of effluent in the tank. I am a one-person household, and I do not put anything down the drain except human waste, toilet paper, and a small amount of ground food from the disposal. According to ********************* ****************************** my tank should need pumping every **** years. My tank was pumped on 6/20/2014, and since then I have had it checked twice but the tank didn't need to be cleaned. The problem causing the sluggish flow to the tank was the p-trap in the mainline pipe that led from the house to the tank.  I did not see a proposal for correcting the problem. What I saw was some wording on the technician's phone which was so small it was completely unreadable. I trusted that the technician was giving me the whole story about what I was going to be charged and why, but I should not have trusted him. The invoice which was not presented to me until the work was complete (and I had paid the full amount) showed I signed my consent to the following:  $419.65 for inlet baffle, $1205.10 to install up to 10 ft. 4" PVC mainline inlet from foundation to tank, $157.38 for minor excavation, and $606.07 to install PVC cleanout.  Add these fees to the amount I was quoted on the phone ($49.95 for dispatch fee, $149.00 for pumping **** gal. tank) the total comes to $2,587.15.  Yet somehow I was charged $5631.21 total for several items that were NOT AGREED to, and were not mentioned by the technician.
  
  
      And there was one item that was not even done (the cleanout). The explanation for this, offered by Septic Blue was BS. I told the technician early in the day before he began to excavate the mainline that there was a second line from a bathroom that had been added on the basement level. It is not true that "technician discovered that the homeowner had a second mainline coming into the first mainline from a different direction The technician knew about the 2nd line in advance, and it did not interfere with his installation of the required 4" PVC. The fact is that I was charged for a cleanout but he did not install one. 
  
  
      Technician arrived at 9am, and I was expecting him to clean out the tank and then be on his way. I told him I had heard from my plumber who recently fixed a leaky drainpipe, that it seemed my system was flowing sluggishly. He didn't know why. But plumber suggested that first I should have the tank pumped, and that might remedy the sluggishness.  I did NOT HAVE BACKUP FROM THE SEPTIC TANK into my house. There was only the suggestion from the plumber that my system seemed sluggish.
  
  
   I did not anticipate, nor was I informed, that the Septic Blue technician would take all day to diagnose and correct the problem.  I was obligated to leave at 2pm to teach classes. I was NOT informed that I would have to pay the entire amount before leaving, and I was never provided with a printable copy of his proposal and the breakdown of cost. 
  
  
      The following statement by Septic Blue is untrue:  "The technician stated that he could stop and come back at a later date, but the work would not be completed on that date. The homeowner insisted he do the entire job..." Somehow, Septic Blue has made me the villain here because I didn't inform the technician that I could not stay home all day. I offered to pay half before leaving, and the other half in a couple of days. I have never heard of a credible business practice that requires full payment up front where the customer would have no recourse if the job was not completed to satisfaction. Certainly Septic Blue did not make that clear at any time, EXCEPT at the point where I had no choice but to leave, and my septic system was completely disassembled and unusable.
  
  
      I signed the Service Authorization specifying the total cost of $5631.21, but my signature was to a document I could not see because it was provided to me on the technician's phone only, with type so small it was unreadable. Though I could not read it, I was later able to see it on the invoice. It stated that payment would be due upon completion of the work.  It did NOT state that payment must be made before completion of the work.  And if I had known the breakdown of the cost I was agreeing to, I would not have signed. I would not have agreed to additional fees of  $329.70 for 6 bottles of enzymes, $149.00 for 3 year Advantage Plan Membership, $124.37 to pump excessive gallons, $224.83 for solid matter, and $354.83 to pump drain field.  The technician did not discuss these, and as I stated in my complaint, the person who took my call and made the service appointment assured me that for the fee of $149.00 the tank would receive a full septic cleaning including the solid waste. He made no mention of excessive gallons or Trustbuster Tool for excessive waste. 
  
  
      I agreed to the initial fees of $149 tank pumping  + $49.95 dispatch fee. According to the invoice, I agreed and signed for $419.65 to replace Inlet Baffle, $1205.10 to install 4" PVC mainline inlet up to 10 ft, $157.38 Minor Excavation, and $606.07 for PVC cleanout (which was not installed). I did NOT AGREE to $124.37 for excessive gallons, $224.83 for excessive solid matter, $354.83 to pump drain field, $294.07 for Hydro Jet mainline, $378.53 HydroJet drain field, $329.70 for Inside Drain Maintenance 6 bottles, or $149 for Septic Blue 3 Year Advantage Plan Membership.  And I did not even agree to $1188.73 to install a new concrete tank lid with plastic manway riser, because I already had a lid and a riser.  I still do not understand why the technician decided to replace one of the lids. The lid he replaced looked perfectly intact when I observed him taking it off the tank. I have a one chamber tank, with one riser already installed, and another riser was not necessary.
  I am astonished at the deceptive practices of Septic Blue. If Septic Blue refuses to come to an agreement with me regarding their outrageous overcharges, I will do whatever I can on social media to explain what happened to me at the hands of Septic Blue, and to warn others about their deceptive practices.
  
  
  

   

   

      

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

  Business Response

  Date: 04/20/2023

  Thank you to *************** and the feedback she provided. Due to further discussions with *************** we have reached a conclusion to her issues. The issues have been addressed and closed with Septic Blue Inc.