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:05/12/2025

  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.

  On 05/07/2025 Omnitel's subcontractor entered my property on Omnitel's orders and without my permission. The crew unchained my locked gate, took off the lock, and attempted to make unauthorized drop of Omnitel's fiber line to my dwelling. In the process they demolished the lid of my septic tank and damaged the tank's edges, necessitating the replacement of the tank. The county says that now the entire septic system needs replaced, which is not possible, as there is not enough room to obtain the required clearance from the pressurized water and electric line, which supply drinking water to my household. The outlet pipe of the septic tank was plugged with mud from Omnitel's unauthorized excavation, and with our continued use of the tank, it will eventually overflow onto the surface., damaging the walls of our building. The IA code allows for tank replacement as a single component for the systems built prior to 2009. I want Omnitel to use an Attorney to explain that to the county's environmental person, so that a permit for the tank replacement could be obtained, or to apply for variance, allowing to replace the damaged tank with a tank of the same size and kind, so that the ***** field would not need modified. Interim, I want Omnitel to have cement debris removed from the tank, tank pumped, and the outflow pipe unplugged to ensure that the tank can be used without overfilling and spilling onto the surface.. The latter would damage the walls of our building, necessitating their replacement.

  Business Response

  Date: 05/21/2025

  BBB: Please note the notification was received by employee who just returned from vacation today, our first look at the complaint as reported. We are gathering our information and will provide it back to this database ASAP. 

  Business Response

  Date: 05/22/2025

  OmniTel received the letter yesterday; person it was directed to was out of the office prior. We are putting together a detailed response to this complaint. 

  Business Response

  Date: 05/22/2025

  Please let us know if there is anything more we can provide or do after the information has been received and reviewed. 

   

  Sincerely. 

   

  ****** *****

  Exec Assistant

  OmniTel Communications

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23316492
  
  I am rejecting this response because: what I see does not qualify as a response. My property was dug up in two places: over the electric line supplying power to my building and over my septic tank. Over the power line, the subcontractor put the dirt back into the hole, but left the area bumpy and with no grass. I need that patch of lawn restored. Regarding the septic tank they destroyed, the county says that because the system is old, it will need update to the code. I have been calling around contractors, soil testers, etc. Omnitel said to provide those services with the Omnitel's billing info. and told me privately that they were committed to paying for bringing my septic system back into working order. I do not see any of that in their official response to BBB. 
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 06/04/2025

  As of May 23, 2025, the customer/complainant has been aware that ********************** would continue to work directly with her and the contractor(s) to facilitate communication in order to resolve the issue of the damaged septic tank. The complainant has emailed OmniTel on more than one occasion when she has concerns and those emails are forwarded to the contractors involved. On May 27th, 2025 they were made aware of clean-up that she wanted done and agreed to make arrangements to do so. It appears to OmniTel that the contractors are working with her diligently and timely. Most recently, the complainant asked the contractor to hold off on completing their work due to wet soil. As of June 3, 2025, the contractor has yet to hear back from the complainant as to a date which she would be available for the completion. 

  Also on June 3, 2025; the customer/complainant emailed ********************** with a report that the second soil test was completed and it as well as the first test indicated that should the entire system need to be replaced, a sand filtration system would need to be used. OmniTel forwarded this email to the contractor so they were aware of the second test results. This is where things are at, as of today.

  From our perspective, the situation is being handled and has been from the start.

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23316492
  
  I am rejecting this response because:  when on May 3, 2025 I informed Omnitel, who was the main culprit of the current situation, having sent a subcontractor to trespass onto my property to do digging with heavy machinery, which resulted in my septic tank damage, necessitating full replacement of the system, Omnitel contact person neither acknowledged, nor responded to my email message. Neither did he respond to the email message, which I sent him this morning to inform Omnitel that their subcontractor's insurance refused to pay full cost of the septic tank replacement, let alone the entire septic system.  I asked how Omnitel was going to rectify the situation in view of that insurance response and received no answers. 
  
  Sincerely,
  
  ***** *********