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:03/04/2025

  Type:Product 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.

  The company shipped me the wrong part. I asked them to send me a prepaid mailing label since it would cost me more to mail it back that the part cost. They refused.

  

  Business Response

  Date: 03/04/2025

  On Feb. 17th, Mr. ******* called and placed an order over the phone for an adapter ring, riser, and lid.   When he called us, he said he was putting this on a 24 tank opening and wanted our best recommendation of what to use.   Our square tank adapter ring is our most popular option for a 24 tank opening, so we provided this part number and suggested for him to look at the spec sheet on our website for this item to make sure it would work for his application.  He proceeded with the order of these items and we shipped them out that day.   

  On Feb. 20th, Mr. ******* received the items that he ordered and called us back stating that this adapter ring wouldnt fit due to the fact that he is trying to put it on an existing plastic riser that was already on his tank, rather than directly onto the tank itself as previously discussed.   During this conversation, he told our salesperson here that he failed to mention this to us when he originally placed the order.  Because he was trying to use this for a different application than originally mentioned, we had to suggest a different adapter ring for him to use.   Again, we told him to look at the item and its specs on our website to confirm.  The customer reordered this different adapter ring and said he was going to send the original one back. 

  On Feb. 28th, Mr. ******* called us again, this time requesting that we send him a prepaid return label because the return shipping was expensive.   His story now changed and he began blaming us for the misinformation and for his original mistake.   We understand that he is frustrated because these items are bulky and expensive to ship.  To help the customer out, we have agreed to issue the customer a full refund for $79.50 and waive the restocking fee and original shipping fee deductions once we receive the item back.  Since this is not our mistake, we are not able to send a prepaid shipping label to cover the shipping expenses for the item to be returned.  This refund will be issued once the item is received back from the customer.   

  
  

  Customer Answer

  Date: 03/05/2025

  Complaint: 23017183
  
  I have reviewed the business' response and am rejecting it because:
  
  when I called originally I told the customer service agent i was adding it to an existing riser.  They are misrepresenting the facts because they dont want to fix their mistake.  During my first call the customer service agent did not understand what I needed and then another customer service agent got on the phone and she knew exactly what I needed.  She gave me the exact inside and outside diameter the riser needed to be for their adapter to work.  I told her I would go measure and call back.  I went and measured to ensure the opening would fit their adapter.  When I called back the customer service agent who knew exactly what I needed had gone to lunch, I again spoke with the customer service agent that was inexperienced and ultimately shipped me the wrong part.  When I opened the package I immediately told my wife they shipped the wrong part.

   When I called back and told them they shipped the wrong part, the customer service agent said it was the most popular and  I was simply being nice when I told her yes that what must have happened.  When I reiterated what i needed, the customer service agent told me they dont have the part I needed.  I hung up figuring I would have to find the part somewhere else.  I went back on the web site and saw they have the adapter I needed.  I called back and after another back and forth with multiple customer service agents they shipped me the product I asked for originally.

  Bottom line, they had an inexperience customer service agent who was not familiar with their products and she shipped me the wrong part.  They want me to pay $125 in shipping costs in order to receive an $80 credit.  That obviously makes no sense.  When I spoke to the mgr she was very rude and immediately told me it was my fault.  I suggested we split the difference and give me a $40 credit she again was rude and said the only way I would get a credit is if I shipped the part back.

  This Is ultimately why I filed this claim with the BBB.  Everyone makes mistakes and learns from experience, but I couldnt believe how rude the manager was to me.  I guess she knew I was a one and done customer and would never buy from them again so why give me any credit.

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

  

  Business Response

  Date: 03/11/2025

  Thank you for allowing us to respond further to Mr. ******** complaint and his rejection of our initial response. We appreciate the opportunity to clarify the situation and work toward a resolution. At Septic Solutions, we strive to provide accurate recommendations and excellent service, and we sincerely regret that Mr. ******** experience did not meet his expectations.
  We have carefully reviewed Mr. ******** account of events alongside our records and the interactions detailed in our original response. On February 17th, Mr. ******* contacted us to place an order for an adapter ring, riser, and lid. Our records indicate that he described needing these items for a 24 tank opening and requested our best recommendation. Based on this information, we suggested our square tank adapter ring, our most popular option for that size tank opening, and encouraged him to review the spec sheet on our website to confirm compatibility with his application. Mr. ******* proceeded with the order, which we shipped the same day.
  Upon receiving the items on February 20th, Mr. ******* contacted us to report that the adapter ring did not fit. During this call, he informed our salesperson that he was attempting to install it on an existing plastic riser already attached to his tanka detail not mentioned in the initial conversation. We acknowledge Mr. ******** assertion that he informed us of the existing riser during his first call and that he spoke with multiple agents, one of whom provided specific measurements. However, our records do not reflect this clarification about the riser prior to the order being placed. We regret any miscommunication that may have occurred during these interactions, particularly if an agent failed to fully understand or document his needs. After learning of the application involving the existing riser, we recommended a different adapter ring and again advised him to confirm the specifications online. Mr. ******* then ordered the correct part, which was subsequently shipped.
  Regarding the return of the original item, Mr. ******* requested a prepaid shipping label on February 28th due to the high cost of the return shipping for this large item.  We understand Mr. ******** frustration with the shipping cost exceeding the refund amount.  To resolve this matter fairly and amicably, we would like to offer the following option:
  Option 1: We will provide a $40 credit to Mr. ******** account, as he suggested, without requiring the return of the incorrect part. This gesture acknowledges his inconvenience and the breakdown in communication, while addressing his request to split the difference.
  We truly apologize for any frustration caused.
  Sincerely,
  **** ******/Vice President
  Septic Solutions

  Customer Answer

  Date: 03/14/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:10/25/2024

  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.

  Had septic system issues. Had system problems repaired. Cost was 3k . Ordered new aerator pump due to faulty system. Says has warranty. Pump stopped working called septic system people they said pump was faulty. Shaft came apart fished shaft out and plastic was broken. Replaced parts and then motor quit working. Called electrician and septic service company back out and found only problem was aerator no high water or short. Septic solution says rust in motor was found. I think there might have been some condensation since pump sits above liquid but it has never been under water. Motor was clean as the day I purchased it on the outside and top. I think they are a scam company

  

  Business Response

  Date: 11/01/2024

  Mr. ******* opened and warranty claim and returned a product to us for warranty inspection. Upon inspection of the product, it was discovered that there was water damage inside of the product consistent with it being submerged by a high water event in his system. This water damage was the direct cause of failure of the product and no other manufacturing defects or assembly issues were found within the unit. In accordance with our warranty policy on this product, the warranty claim was denied.

  The product Mr. ******* purchased is not designed to be under water, and if installed in a properly functioning system would never be under water. Our limited warranty clearly states that it covers failures due to manufacturing defects or assembly error, and explicitly states that flooding of the unit due to system backup is not covered. The amount of rust and corrosion found inside of this product is not consistent with "some condensation" as Mr. ******* has argued. The rust and corrosion is extensive and pervasive throughout the inside of the motor including on the inside of the motor housing sidewalls, the motor windings, the bearings, and the rotor. Condensation would have a much more limited impact and these motors are built to handle that due to the environment in which they are installed. The only reasonable explanation for the water damage to the inside of this motor is that it has been submerged.

  High water events like this can be an intermittent issue and can be unknown to the homeowner. Therefore the homeowner stating that the water level was not high at the time the motor was pulled out of the tank is not an indication that the water level had never been high at any time over the past 11 months that the unit had been in service. While we understand the frustration from Mr. ******** the failure of our product was due to a malfunction of his system and not anything to do with the quality of manufacturing of our product. It is simply not a reasonable demand for us to provide a replacement product under warranty for a product that has so clearly failed due to other external factors for which our product was not designed. A limited warranty is not a catch all and as is standard on almost any product, our warranty has restrictions and exclusions which are clearly stated on the warranty policy which is posted on our website product page and a hard copy is provided in the box with the product.

  Attached to this response is a photo showing the corroded internals of the motor Mr. ******* returned along with a copy of the warranty policy. All of this information was provided to Mr. ******* prior to him filing this complaint with the BBB.

  In response to Mr. ******* claiming that we are a "scam" company I would state that we have been in business over 30 years and have over ****** Five Star Reviews across many different review platforms on the web. We have held an A+ rating with the Better Business Bureau for many of the years that we have been in business.

  In response to this warranty claim, we followed our written warranty policy which was available to the customer prior to purchasing the product, the customer was provided with a detailed explanation of our findings along with photo evidence as to why this claim was denied, and although Mr. ******* disagrees, we stand by that decision.  

• Initial Complaint

  Date:03/23/2023

  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 purchased a jet aerator from this company because it appeared to be of good quality and the price was reasonable. It also boasted a 3 year warranty (prorated). I paid $475 for it. It lasted less than a year and a half before the motor burnt out. There is nothing wrong with my system (recently inspected professionally). This is completely unacceptable. This is obviously due to poor quality or defect. The company is very difficult to deal with. Getting them to respond to emails or online inquiries is near impossible. I was actually told by an employee that the online inquiry doesn't work. I took the picture like they requested and emailed them in. I followed up two weeks later because they didn't respond (again). Finally I got the response that they were going to give me a credit of $63.75 toward a new motor that cost $325 making me come out of pocket another $261.25 for the exact same unit. An upgrade would of course be more money, but I was allowed to keep the whopping $63.75 credit toward that (sarcasm very much intended). I tried to reason with them but was instead just emailed a copy of their lousy prorated warranty which obviously only gives about 13% of the purchase price for the time window that mine failed within ($475 purchase price; $63.75 credit). I'm not sure how this company has an A+ rating considering they don't stand behind their product and they have many similar reviews online and on the BBB website. What a bunch of scammers!

  

  Business Response

  Date: 03/23/2023

  ******* **** has not purchased any items from Septic Solutions. We believe the purchase he is speaking about was made by a different customer **** **** in May of 2021. ******* begins by stating right in the complaint that he knew the product that was purchased had a 3 year (pro-rated) warranty. The term pro-rated in regards to warranty means if an item fails before the end of the warranty period, it is replaced at a cost that depends on the age of the item at the time of failure. It does not mean a 3 year full warranty. The warranty policy was available for his review before ever making the purchase, it was provided in the packaging that came with the product, and it was provided to Mr. **** when he requested further clarification on the warranty.

  Further, the customer was offered the discount according to our pro-rated warranty pricing schedule without even being asked to return the motor he is claiming to be defective. We have not inspected the product to determine if it is even actually a valid warranty claim or not. In order to expedite the process Septic Solutions offered to cover the product his is claiming to be defective sight unseen according to the pro-rated pricing in our warranty policy.

  We apologize for Mr. **** misunderstanding or not reviewing our warranty policy, and for him being dissatisfied with the policy. In order to expeditiously work with Mr. ****, we agreed to cover Mr. ****'s product under our standard policy without requiring Mr. **** to return the product back for our inspection which is required by our warranty policy. It seems to us that Mr. **** will only be satisfied if we send him out a warranty replacement at no charge, however we are not able to offer that on a product that is 22 months old.

  We have been in business over 30 years and have over 18,000 4+ star ratings and reviews across the internet and an A+ rating with the BBB. Our online reputation shows quite the opposite of what Mr. **** is describing.

  If Mr. **** wishes to proceed with the purchase of the new motor at the pro-rated pricing, we stand by our offer to provide him that without requiring him to send the item he is claiming to be defective product back. However, we will not offer any further discounts to that already discounted pro-rated pricing. 

  Customer Answer

  Date: 03/24/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  $61 is not an acceptable credit for product that only lasted "22 months" (by the way this unit failed before February, I'm just not sure exactly when).

  This response was incredibly unacceptable and unprofessional. If this person had taken a moment to read the emails that I included in the complaint, they would see that I told them right away that the purchase was made by my mother (it was a housewarming gift). Clearly it was an inflammatory statement just like "We apologize for Mr. **** misunderstanding or not reviewing our warranty policy". That is all I will say about the ugliness that I just read. My position is simply this: A $61 credit for a product that burned out in a year and a half is not acceptable. Furthermore, I NEVER said that I wanted a full credit for the defective product. I did select it as an option on the BBB site because there was not a better option. I simply expected Septic Solutions to try a little harder and understand where I am coming from. Pay half maybe and understand that I am dissatisfied. I am not unreasonable, I've never had to use the BBB to resolve an issue before and I can't believe anyone would try to defend this position. I also would have sent the unit back no problem. I was fully expecting to have to do that anyway since the instructions said so and I was not told otherwise. Anyway, If Septic Solutions feels a year and a half is an acceptable lifespan, and insulting customers is OK, then I guess there is nothing further that can be done. I'll probably tell a few people how the company operates and it probably won't affect their business at all. And I don't want it to, I just don't want to be taken advantage of. I'll buy a new one elsewhere and be out another $475 or more and that is life I guess.
  
  Sincerely,
  
  ******* ****