ComplaintsforSergeant Rooter and Septic, LLC

• Initial Complaint

  08/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sergeant *********************************************** needs to be avoided by any homeowner unless they want to be taken advantage of! My mom contacted them to come pump out her septic tank because she is selling her house. Should have been an $800-$1200 job. They charged her $3200.They double charged her for 2 separate items, they broke the lid with their bucket, they sold her several extra options not needed, and sold her a 3 year warranty (remember she is selling her house - she doesnt need a warranty).When I received the invoice, I immediately called the owner to voice my concerns (very direct too). He told me he would look into it the next morning. Took him 2 days, but we finally talked again. He said that he sees they did accidentally charge her twice for one item. No, they double charged her twice for two separate items! He said he would issue her a refund for one of the double charges.As I was working around the pool pump, I noticed they had cut the pool drain line that my husband had buried for her so that when backwashing the pool, it would run down into her bed of ivy. My husband had the pipe coming up in the bed of ivy and there has been no problem with it. I called to let the owner know they had cut this pipe and he sent his guys out. The guy tried to tell me that they didnt cut that pipe and that they had not been in that area or that gate. Well, proof of his lie in one of their work evidence pictures. The gate is open and their shovel not too far from it.They also broke the lid with the bucket of their machinery when removing the ground cover. They charged my mom for the lid. If the septic company breaks it - they pay for it (according to other septic tank pump businesses.)On the pump report section for last pump out of known, he put the date the house was built (****). Tank empty when installed and elderly mom didnt know the year it was pumped.THIS COMPANY TOOK ADVANTAGE OF AN OLDER/ELDERLY WOMAN AND THEY HAVE BEEN CAUGHT IN SUCH AWFUL WORK PRACTICES!

  

  Business response

  08/09/2023

  Thank you for taking the time to provide feedback regarding your experience with Sergeant Rooter & Septic. We sincerely regret any inconvenience caused, and we want to address the concerns youve raised.
  First and foremost, it is our priority to offer quality and transparent services to all our clients, and we do not condone or practice taking advantage of anyone, regardless of age or situation. As soon as we were made aware of the billing discrepancy, our owner immediately investigated the matter and acknowledged the oversight. As a gesture of our commitment to rectify the situation, a refund for one of the double charges was promptly issued.
  Regarding the pool drain line, we dispatched our team to assess the situation when you informed us. While our team believed they hadn't interfered with that particular area, we take your claims seriously. It is unfortunate that there may have been a misunderstanding, but we always strive to take accountability where it is due.
  The lid damage was an unfortunate incident. We acknowledge this and apologize for any inconvenience caused. In our industry, practices might vary, but we always aim to be transparent and fair in our dealings.
  Lastly, the pump report was filled with the information available at the time. We understand the frustration, and we continuously strive to improve our record-keeping and customer communication.
  Our team has made multiple attempts to ensure that any legitimate concerns were addressed, even if some claims couldn't be directly attributed to our service. We value feedback, as it helps us improve and ensure that such situations do not recur.
  We're genuinely sorry that your experience did not meet your expectations. Please understand that we continually strive to provide the best service and take all feedback to heart. We are here to help and are committed to maintaining the trust and satisfaction of all our customers.
  
  

  Customer response

  08/09/2023

   
  Complaint: 20427380
  
  I am rejecting this response because:
  
  The company states that they promptly issued a refund for one of the double charges.  That is false information, as the refund has not been received by the customer.

  On the invoice, there are two items that were double chargednot just one.

  All the customer asked of your company was to pump out the septic tank.  Customer did not ask for all the excessive items you stated had to be done.  These charges should be refunded as well.  You stated the contents of the septic tank had hardened.  According to other reputable septic tank companies in the area, you would have still been able to pump the tank.  There is no reason for the excess charges saying it was hardened and couldnt be pumped as a liquid.

  The broke septic lid occurred when your company employees hit it too hard with the bucket/scraper.  This is not proper protocol for septic companies. If the septic tank company breaks the lid, they are responsible for replacing it at no cost to the customer.  The company employees should have used a shovel once they dug/scraped away the top layer of grass.  Had they done it this way (the proper way), they would not have hit the cement lid and break it in half.  Employee irresponsibility should not be paid for by the customer.

  The company states that they sent their crew to repair the pool pump drain line they cut.  They did send employees to repair the cut pipe, but as you can see in the picture attachment - they left it above ground causing the gate not to open properly.  It was hitting the pipe they repaired and could not open properly.  I had to hire someone to come dig the trench back out and bury the pipe properly.

  Attached first picture shows how employees repaired pipe they cut and left above ground causing to gate not to open properly.

  Attached second picture shows first scraping of ground.  You can see the lid barely below the surface.

  Attached third picture shows where they used the equipment bucket and hit the lid breaking it in half.

  Attached second picture also shows proof your employees were in the area of the pipe they cut.  You can tell they were because the gate is open.  This gate would provide them easier/quicker access to their trucks at the bottom of the yard.  So yes they were in that area that they claim not to have been in.  Pool service employees said when they backwashed on 7/24 and 7/25, the pump drain line was not running out under the fence.  It was running out of the original pipe opening in the front ivy bed.

  This septic tank pump job should have only cost between $400 - $1000 ****  You should do the right thing and refund all this extra charge.

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

  

  Business response

  08/22/2023

  Thank you for taking the time to detail your concerns and for providing images to support your claims. I apologize for any confusion or inconvenience you have experienced with our services. Let me address each point you have raised:
  Double Charges: We sincerely apologize for the oversight and confusion. We will thoroughly review our records to ensure any discrepancies are corrected. If indeed we have made an error with the double charges will respond to properly and also address other concerns.  We will be contacting you back as soon as we review. 

• Initial Complaint

  02/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb 22, 20** we agreed to a routine clean out with Sgt H31363131373**1393534H for $460. We had no H3**93********3363030H issues. They took the lid off of the H3**93********3363030H tank and immediately said "your system isn't working correctly." The owner ******************* said the *********** and builder did not install correctly. My wife asked to empty the tank as agreed but he refused. He said they could only pump if we paid to have the H3**93********3363030H "fixed"-bait and switch. They had her cornered once we had a large dangerous hole exposed in our yard. All work (except for the pump out) was completely unnecessary, according to the ******* County *********** (HCHD). ************** required installation of 2 risers & 2 new dome lids. This should only be offered as easier access to your system, not a requirement for service. When we requested an itemized account of work, the bill came on ** Feb after we had already paid for their services. They had performed a hydro jet drain HCHD recommends against due to the damage to leech systems. This service was not agreed upon; neither was the addition of 3 ********** of ****Clean to the H3**93********3363030H. They also charged for "excessive amount of waste." These unnecessary services (including one that potentially damaged our system) totaled a cost of $3500.00 Furthermore, **************, submitted a fraudulent finance agreement via e-sign that my wife did not agree to. ************** had her personal info. When she read the terms and agreements she told him we did not want to pay through a payment plan. She clicked "I do not consent to the finance charges," but somehow an agreement was submitted to ************************ LLC against her request and without her awareness. They tried to charge us twice. Case#**-04514 was submitted to ************************* Office as a result of the double billing. Finally, this company claims to be veteran-owned. This appears to be inaccurate unless ********************* or ******************* is a veteran. Search of common veteran business databases yields no evidence Sgt H31363131373**1393534H is veteran-owned.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 2,2021 Sergeant Rooter and Septic came to my home and installed a Aquaworx Remediation in my septic tank to stop the standing water spot in my backyard. They told me that this will correct my standing water issue. I had to call them back out three different times because the water kept coming up out of the ground with a bad odor. I contacted the ***************** and they came out and suggested that the fill drain pipes needed to be replaced. The ***************** also stayed that if Sergeant Rooter and Septic would have contacted them first and got a permit before digging up my backyard, they wouldn't advise us to buy the Aquaworx Remediation system. I purchased this system for $4702.50. I didn't need this system at all because it didn't fix my initial problem I contacted this company for. Sergeant Rooter and Septic finally came out and replaced my drain pipes and fixed my problem. They emailed me a quote for $4000 for replacing three drain pipes which don't cost nearly that much to replace. I am asking Sergeant Rooter and Septic to at least pay back $3500 for the Aquaworx Remediation system that I didn't need at all. My septic tank at the time was three years old.

  

  Business response

  07/15/2022

  From our understanding and working with the customer all issues were resolved and approved by the ******************  We will review all documentation and work that was completed and reply with a final answer to this complaint.  Please standby for our final response. 

  Customer response

  07/16/2022

   
  Complaint: 17450665
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

  Customer response

  07/18/2022

  I am waiting on a response, I made a mistake when I press decline.

  

  Business response

  08/07/2022

  According to our records we worked with the customer multiple times on this issue and contacted their local **** County health department to come and inspect issue.  On January 12, 2022 Environmentalist ******************* from the **** ************************ came to the customers location and approved all work completed. Please attached document from the **** ************************.  After that date and visit we have no record of any other issues that were pending and all work was approved by the customer and Health Department. 

  Customer response

  08/11/2022

  **** informed me that no permit wasn't given to dig on my property to begin with. If the health department was notified first, she wouldn't have suggested install anything on a new Septic system. I am out of $4700 because Seagent Rooter and Septic sold mea products I didn't need. They did come back and fixed the issue after many attempts and finally getting the health department involved.

• Initial Complaint

  02/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 1,2021 Sergerant Rooter and Septic came to my residence to investigate why I had water surfacing out of the ground in my backyard. They told me I had an issue with my septic tank and sold me a Aquaworx Remediator filter. This filter didn't fix my issue and I called the company several times and complained about my issue wasn't resolved. They came out and pump my tank a few times just enough for the water to dry up only to resurface months later. I got quotes from two other Septic companies telling me my bleeder lines needs replacing. I had a quote for $800 from one company and $1000 from the other company. Sergeant Rooter and Septic came and replace the bleeder lines and email me an invoice for $4000. They are trying to cover the cost of the filter which was $4702.50. I fell like Sergeant Rooter and Septic should at least reimburse me $3700 for selling me a filter that I don't need. Those filters are for Septic tanks that are on their last leg. My home was built in 2018, so my Septic tank is fairly new. The *********************** informed me that they wasn't notified by Sergeant Rooter and Septic before installing this filter. The ***************** said they would not have let them sold me this filter if they would have got them involved from the beginning. Sergeant Rooter and Septic came out on January 6,2022 without the ***************** being informed about digging my yard up to fix the problem and Sergeant Rooter and Septic caused more damage to my bleeder lines.

  

  Business response

  04/08/2022

  We're currently reviewing all issues and documentation.  Will update progress and finalize any unsettled issues. 

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