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:12/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,I am writing to file a formal complaint regarding the service and billing practices of Free Flow Environmental (FFE). In late October, a technician from *** came to inspect my septic system, for which I paid $250. I was informed this amount would be applied to any future services. However, my experience with the company following this inspection has been unsatisfactory and raises concerns about transparency and customer service.After receiving an estimate (attached for reference), I requested a detailed breakdown of the charges, specifically the cost of the pump included in the aerator pump replacement. Despite speaking with at least three different service representatives, I was repeatedly told that such detailed pricing information "did not exist." I further requested a callback from a septic technician to address my questions, but my requests were ignored, despite multiple follow-ups.I informed FFE that I would file this complaint if they did not refund the $250, which I now believe was unfairly charged. Their lack of transparency and failure to provide adequate support left me no choice but to seek a second opinion. Another company completed the necessary work for less than $250, further underscoring my concern that FFE's pricing is inflated and non-transparent.This experience has caused significant frustration and inconvenience. I feel that ***'s practices are not only unprofessional but also predatory, as they refused to provide essential information and failed to honor my request for assistance.I kindly request that BBB review this matter and encourage FFE to:Refund the $250 inspection fee.Provide a clear explanation of their pricing practices and charges to prevent similar issues for future customers.Thank you for your attention to this matter. I look forward to your assistance in resolving this issue.Sincerely,****** ******

  

  Business Response

  Date: 12/30/2024

  Hi ******, we are sorry our computer system was not able to create an invoice that was to your liking. As explained previously our system does not give a separate breakdown of labor, time, material and travel. We did provide you the name of the pump so you could go ahead and price it yourself. In good faith we would like to offer you half of the $250 service back. We did complete the service call and spend office hours finding the material you needed. We truly hope this is a satisfactory resolution. 

  Customer Answer

  Date: 12/30/2024

   I am rejecting this response because: Dear Team at Free Flow Environmental,
  Thank you for your reply. Unfortunately, I must decline your offer. My primary concern remains the lack of transparency regarding how the estimate was calculated, which was substantially higher than other quotes I received. It makes no sense that no one at a septic business could explain it's pricing to me. The "computer system" excuse is clearly a misnomer. In addition, the service call itself consisted only of a brief inspectionno actual work was performed. It might have been acceptable if it hadnt felt like a tactic to trick me into spending nearly $2,000 on an inflated estimate.
  Requests for a clear breakdown of charges or a conversation with a technician went unanswered, further underscoring my concerns about transparency. A partial refund does not address these core issues.
  I remain open to discussing a fair resolution that fully addresses my concerns. Otherwise, I will continue seeking relief through other avenues.
  Sincerely,
  ****** ******
  
  
  

  

  Business Response

  Date: 01/09/2025

  Unfortunately, we cannot control how our system works. The conglomerate does not make changes to their system for individual companies. We we happy to give you the information on the pump so you could look one up yourself. The $250 service fee was for us to come out and diagnose your issue and give you an option to fix this issue. Ultimately we did exactly what was described to you. You have not given an option other than you want a full refund for something that was completed. We are open to additional options. 

  Customer Answer

  Date: 01/09/2025

   I am rejecting this response because:
  This response does not address my concerns. The idea that the pricing for your services is an absolute black box is a straw man clearly being used to hide a horribly inflated--and potentially fraudulent--estimate. I will not accept it. I demand a full refund. Otherwise, I reserve all my rights under the law to pursue it. 
  

• Initial Complaint

  Date:09/04/2024

  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.

  On March 1, 2023, a contract was signed between Freeflow and I for a restoration of our septic field. The work was paid for. They stated the work was completed, which included "bio clean per box" & "septic line clean out", but it did not fix the issue so they stated we needed a new field. A new contract was signed on August 16, 2023 for a new field. Due to weather work was unable to begin for over a year. On April 18, 2024, a deposit of $9,285.20 was taken to begin the new field. Upon beginning the work, the workers informed us that we would not be needing a new field. Our problem was that our d-box had collapsed and we had multiple lines that were completely blocked. This was an issue that we assumed FreeFlow had fixed last year since our contract from March 1, 2023 stated they would do a "bio clean per box" & "septic line clean out". We assumed that by stating this was done in the contract, that that meant the box was inspected as well as the lines, which clearly did not take place or it would have been rectified last year. The workers that informed us of what they found went ahead and put in a new d-box and replaced the damaged lines and it fixed our system. There was no work done in regards to a new field. Once the old system was all fixed, we reached out to FreeFlow for a refund of the $9,285.20 since that was taken for work for a new field and all they did was fix our old system, like they should have when they claimed they completed it back in March of last year, which again was already paid for. Upon asking them for a refund, they stated they needed to figure out how much the work that was done cost before they refunded our money. Per the contract we signed August 16, 2023, the money that was taken on April 18, 2024 was for a new field and we did not receive these services. We had already paid for the restoration of the old system, and though they claimed they completed it, clearly did not, seeing as the issue was not fixed until the following year.

  

  Business Response

  Date: 09/26/2024

  We understand your position and we would be a little confused as well. We always want to maintain pristine relationships with our customers, and those are not just words. With that being said, there was no way we could have known the distribution box was damaged without removing the deck which was only a necessity once your new system was to be installed. 
  
  
  In the spirit of being a good neighbor we are willing to split the cost of the charges thus far, and I was giving the authority to waive 50% of the fees from the General manager and refund GreenSky $4642.50. We have incurred costs of over $5000 to take down the deck, put in a new distribution box and hydro-jet, and we have also paid over $3,000 for the engineering/design work. To date, we have incurred costs of over $9,000 for this project.  There were many parts of the contract that were completed. The changes were agreed to verbally to *** and to a third party company who can attest to the fact the changes were being made and not being made for free. 
  
  

  Customer Answer

  Date: 09/27/2024

   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.

  
  

  Thank you.

  Customer Answer

  Date: 12/10/2024

  On 9/27, we received through the BBB this statement from FreeFlow:
  In the spirit of being a good neighbor we are willing to split the cost of the charges thus far, and I was giving the authority to waive 50% of the fees from the General manager and refund GreenSky $4642.50. We have incurred costs of over $5000 to take down the deck, put in a new distribution box and hydro-jet, and we have also paid over $3,000 for the engineering/design work. To date, we have incurred costs of over $9,000 for this project.  There were many parts of the contract that were completed. The changes were agreed to verbally to *** and to a third party company who can attest to the fact the changes were being made and not being made for free.
  We went ahead and agreed to the refunded amount despite the fact that we had been told over the phone by FreeFlow that they were going to cover the cost of removing the deck after they tried to add that charge on a year and a half after we had signed a contract. The cost of the distribution box and hydro-jet should have been included in the restoration that they had guaranteed. Also, the cost of the engineering plans were covered in the original down payment that was put down for the new septic system that was not installed. As of 12/10, there has been no movement on the return. We have diligently been checking our ******** account and are still paying off the current balance. We have even emailed FreeFlow asking about an estimated timeline to when we would be seeing the return and we have received no responses. We have tried to be understanding and wanted to believe we had come to a cordial agreement, yet we have heard nothing from them since. Not very neighborly at all.
  

  
  

• Initial Complaint

  Date:07/02/2024

  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 May 6th, 2024, FreeFlow Project Manager ******************************* came to our house to inspect our ongoing spetic issues. After looking for no longer than 5 minutes, he tells us that a restoration was the best course of action. That same day, I received an estimate for the restoration of $4,800 which is attached to this complaint.On May 8th, 2024, a technician came to our house to perform the field restoration and pump the tank. He dug up the area directly in front of the septic tank using an excavator in order to get to the distribution box, as marked on our septic field survey, also performed by FreeFlow. However, the technician was not able to find the d-box, at which point the restoration should have been called off. Instead, the technician went ahead and performed the restoration. The technician did not alert me that he was unable to find the d-box. It was only when I inquired that it was revealed that he in fact could not locate the distribution box. That same technician also broke the concrete lid of the septic tank which was never replaced.After many calls, emails, no call no shows, finally on June 25th, 2024, a technician comes to our house to perform the recall, however he is also unable to locate the d-box. The technician tells me that the previous employee did not do what he was supposed to do, and goes on to finish the recall. The technician explained to me that if the distribution box cannot be located, then the whole restoration job should have been called off because it cannot be performed in an effective manner. He also explains to me that he placed a camera in the septic clean out in an attempt to locate the distribution box, and that the camera shows the pipe coming out of the tank going directly under our pool. The exchange was recorded on our ring camera and will be used for legal purpose if necessary. Our current system can never be properly serviced due to the inaccurate survey since FreeFlow resorted to deceiving business practices.

  

  Business Response

  Date: 08/13/2024

  We in no way were attempting to be deceptive. We pride ourselves on the quality of work that we preform and our relationship with our customers. That being said. accidents do happen and our technicians are only human. If we miss located the distribution box it was not done to deceive. We have serviced this system before in 2018 and that service lasted for years, so clearly we did something correct. We said we were going to fix the problem again, and we did clean the system and remove the sludge as we said we were going to do. Are you still experiencing problems with the system? We will happily 100% address those issues. We were never given the opportunity to address any issues or fix any issues. We would like the opportunity to address the issue There are many options and we would like to explore those options. We still stand by the fact we cleaned the system and resolved the major issues. 

  Customer Answer

  Date: 08/14/2024

   I am rejecting this response because: The last technician that came clearly stated that if the problem was not fixed, we would be entitled to at least a partial refund. FreeFlow has not made any effort to resolve this issue. Yes, FreeFlow came out twice and jetted the lines, however, they provided an erroneous survey which I used to build my pool. The last FreeFlow technician said the d-box is under the pool, so I would like to understand how it can be serviced. He added that the previous technician should have never gone ahead with the restoration. In the end, FreeFlow came and sold a field restoration job even though there is no access to the d-box, so they knew full well that it was a lost cause but decided to go ahead and charge us anyway. In my book, that constitutes deceptive practices. I am not against compensation for time spent and work performed, however I sincerely feel that the work was sold and performed under false pretense. To this day, we are still experiencing the same issues with our septic, and FreeFlow has not reached out since we filed this complaint.
  
  
  

  

  Business Response

  Date: 08/23/2024

  We have completed the restoration process twice at this property and the first time it had overwhelming success for years which far out lasted the 1 year warranty. It did so well the customer called us out to do it a second time, so clearly we did something correctly with this job. Just because the distribution box was mislocated, does not mean we did anything deceptive. Does this customer actually even have any problems with this field currently, or are they just upset with the fact the distribution box was mislocated? The ring video is of a newer less experienced employee who doesn't know all of the ins and outs of aseptic at this point and is still under supervision of a manager on his jobs. We are asking to send out a manager to take a look at the site at no cost to the customer to see how we can help improve the system in any way. We want to ultimately make sure this field is working properly. They do have a 1 year warranty as well that we will continue to honor.  

  Customer Answer

  Date: 08/23/2024

   I am rejecting this response because:
  
  FreeFlow is greatly underplaying their negligence, but that does not surprise me. First of all, the fact that the d-box was mislocated is a huge deal as it might be sitting directly under my pool, which was built based on the survey provided by FreeFlow. This also means that my pool might not be up to code, so who is liable? Secondly, the first ********** did break our septic lid, and it was of course never replaced. Finally, we are still experiencing the exact same issue with our field as we did before the septic restoration. The field is puddling in the exact same spot. As for the ********** not being experienced, I am not convinced. He was able to clearly analyze what the previous ********** did and see where it all went wrong.
  
  No one from FreeFlow has reached out to us to make this right, and it is clear to me that they are deflecting and rejecting responsibility in their response, claiming that a manager will come out when in fact, they have been a no call no show three times in a row. In the end, we paid FreeFlow five thousand dollars, and we are no better, this is why I have decided to take legal action.
  
  
  

• Initial Complaint

  Date:01/23/2024

  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.

  An *********** was set to look at our molding pump room, *** 2023 the person ************************* gave us a description of the work that would be done and a reason of why the work explained would resolve the mold problem and the moisture would be kept at bay with a de humidifier and a ceiling fan. We scheduled for April 2023 as we also purchased the mold remediation and I wanted it warm to open all the windows. A new crew came out and explained **** no longer works for Free flow and after looking at the pump room assures me the work estimated would not help but now just the outside would need to **mpleted. I was called by the office to sign a new **ntract stating they **uld change the job and do just the outside as I had left for a last minute dr *********** and I assured her Id look over it once I got home. She told me no you need to sign it basically saying they can start the work. I did sign the se**nd **ntract and once I got home printed it and realized their was no change to the price as they only did half the work. I immediately told the men working and was told call the office. The office was admit they **uld bill another ***** for just this outside work. They would not budge after many attempts to **mplain. Sept of ************************************ the **rners which began to mold, even though we have **ntinued to keep the humidifier and added a ceiling fan to run around the clock. I emailed and called and the result was they had to **ntact someone aa they were not sure what to do about the returning mold. Finally a game plan and 3 weeks to finalize. But many canceled ***********s with me and empty promises that they would resolve the mold, they can not **me up with a resolution. In fact they asked me to pay another ***** for the supplies and I told ****** from the office I would not give them another *****. I have **untless en**unters and phone calls and emails and still no resolution. I got another estimate and I'm requesting my ***** back to hire another **

  Customer Answer

  Date: 02/21/2024

  Free flow environment has been a thorn in my side.  They promised a job to be done in April 2023 and then had to cancel due to someone hurting their back and then turned around and scheduled an appointment in which the laborers came a day early and completely through me off my schedule.  They looked at my pump room again right before starting the job and informed me that the job first bid was incorrect, and the person that bid the job no longer works for Free Flow and was not giving me the correct bid. I was informed that the inside of the basement pump room was not the problem it was only coming through the walls in which I responded to them, I had no water damage coming through the walls. It was just moisture when it would get very cool outside from fall through winter. I was informed again that they would not be doing the inside of the pump room that that would not help me with my problem that they needed to dig down ************************************************************************************************************************************************************ great so then I should be able to not have as much of a charge because that was in the first estimate where your company said they would dig up the inside of my floor in the pump room they would dig to make a hole in the floor to hold any excess water and put a pump in that and eject it up out and then dig around the perimeter of my wall and eject it out to the middle of the yard and the person then said well, you'll have to contact the corporate office. So they begin to work on the outside and instead of the inside and I told them listen, you guys came the wrong day. I really would rather you just wait and they said they wouldn't be able to that they had many other jobs and it would be a while before they'd be able to get back to so I said well go ahead and start on the outside and I will contact your corporate office in Valparaiso. I left for a doctors appointment and got a call from Free Flow ****** telling me that now because they are starting a different job. I needed to sign the document just stating that they were starting something different than previously quoted, so I signed the document online from a form she had sent me and later on that night realizing that it still said the $7000 on it I printed out the paper and read through what they were quoting and it was not itemized so I called back the office and said listen I need an itemized statement because the job that you initially said you were going to do it was over $7000 and now you did less than half the work and I'm still getting charged I was basically told that they could charge me even more for doing the outside because the outside was more work than just doing the inside and the outside together and I told them that they were crazy and they were out of their mind that I shouldn't had to pay all this money for half the work long story short I with their office for many months many times I'm not responding to me not answering me. I called and asked to talk to the owner. They wouldn't respond to me. They wouldn't answer me. They told me they didn't have to have him. Call me that this was basically was what it then the fall comes October 2023 and I begin to see mold ******* down the walls I did have a mold remediation in April and everything was cleaned. We repainted and everything was dry. They told me that this was probably my fault and that the mold was coming back because I wasn't keeping a humidifier running. I said nobody has been to my house nobody knows this but yes I have. I've had a humidifier running in this basement for over ************************************************************************************** there and had an additional fan for the floor, so yes, we did everything in our power to keep it dry they told me that I would have to wait because they were going to contact somebody to see what they needed to do because they didn't know why it was molding and what they needed to do so I finally after a week or two got a callback stating that they would have to do three stepper, separate steps to apply different solutions to the walls to get them basically dry out the porous block. Then I was told it was going to be an additional thousand dollars because of the supplies. I told the girl ****** that she was out of her mind and I was not going to pay them another ***** as this is a problem that they have caused they did not have a solution to my mold problem and they just assumed they knew what was going on and they tried to fix something that they didn't understand how to even fix and charge me over $7000..  I then called Pacal another company and had somebody come out and give me an estimate on what they thought. They basically told me that it wasn't water damage that it was moisture that the problem was because the pump was cold, and the bottom of the basement was warm it was causing moisture moisture and then creating mold, they said to fix that I would need to buy a commercial generator and I could run some pipe to my existing pump room or dig a new pump in this room to collect the water from any moisture that was gathering from the humidity levels.  I then asked them if digging on the outside of the wall would help with any of the water, and they told me no way it was nothing to do with the outside or the inside water. It was basically humidity and I told them what Free Flow had done and they basically told me that they price gouged me and if they were to do the work that it would only be $2000 on the outside and they would dig all the way down to the bottom of the wall not just 12 inches, but this wouldn't actually help me me.

  Free Flow scheduled an appointment to come out and make a zipper door on my wall going into the pump room and they sprayed it down for mold and then they told me that they couldn't actually start the process because the machine they needed couldn't get wet and it had to sit outside but I told them it could actually sit on my front porch underneath the awning and they didn't want to do it and then they scheduled me for a few weeks later and then they called and canceled because they all had the flu and this happened several times after. Finally, I had a manager that worked. The Field come in with one of ***************** that had told me that I didn't need the work done and changed it to the outside and said that the work that they were supposed to start they couldn't do because it was still damp in there even though I had the humidifier running and he didn't believe that the job needed the work that they needed done every time I asked for help they don't know what they're doing. They can't give me the answers. They charge me in a enormous amount of mone and at this point, I would just like a full refund because nothing that they did help solve any of my problems. I now have mold returning again and it's ongoing and I would like to completely go with a different company.

   

  Also, my dad is ************************** the basement and I feel that the mold is giving him problems and the rest of the house. This has been ongoing since last year until they kind of fixed it and then it came back in the fall and we've had it blocked off, but we also have a pump in there because we have well water and the pump keeps kicking out because it keeps getting so damp from the moisture in there, please help me ***************************

  

  Business Response

  Date: 02/23/2024

  We have made many attempts to appease this customer. Of course as any responsible business we cannot start work without a signed contract. We in no way pressured **************** into signing a contract she did not read. Not only did we come and do the work for less money than we could have charged we explained why the price was kept the same. She still was not happy with our explanation, and then eventually we received a letter from her attorney. We received no further correspondence from the lawyer after the initial letter. This all happened before she started having more mold issues in the basement. Which had nothing to do with our work. **************** then proceeded to contact us about the mold in the pump room.  We then formulated a plan of action to remediate the moisture and mold issue. **************** was not put off again, again for no reason, as we had to rent equipment, and make sure the weather would cooperate. It is counterintuitive to do waterproofing while moisture is actively coming in, also a portion of the equipment (sand blasting) we had to use, had to sit outside. All of this was explained to ****************. We were doing this work at no charge for the labor, we just asked $1000 to cover material costs. We also asked that she removed some tar paper from the ceiling of the pump room. She refused to do so. **************** was clearly upset about this, and cut off all contact with us. I personally reached out to her via phone and text. Our Supervisor also reached out many times via phone and text. We have tried to settle this matter in a way that is amicable, but to no avail. We are willing to come and finish the work and would not ask that she pay the $1000 for materials, but we would ask that she remove the tar paper from the ceiling.

  Customer Answer

  Date: 02/28/2024

   I am rejecting this response because:At no time have they made attempts to resolve or refund any of the money I have paid to them.  As a matter of fact I told *** at the office the day after the work was completed in April 2023, that I requested a difference of at least half the price of  ***** returned to me after finding out that they were only doing half the job.  The original job was bided for the inside of the house and the outside and I was assured by the workers that only digging *************************************************************************** the yard would stop any mold. I addressed this with ***** at free flow and then I was told to call the office.  *** expressed again that as a matter of fact I could be charged more money for this job so I should be satisfied that Im not getting an addition bill.  I went over all the problems on the inside and I have told this company time and time again that the work was not due to water but moisture. From Sept to April we have mold condensation.  I reached out to free flow and by ************************* who no longer works at free flow assured me the job they were to do would stop all mold. I have read the contract and then the day the workers at free flow informed me that the **** no longer worked at free flow and the job he bid was incorrect and the new job they requested to do would stop the mold.  The told me the outside was the only problem.  So I told them if You are telling me that you are 100% sure this work will help stop the mold then I have to believe you, because we have tried bleach, vinegar and even a mold stopping paint on the walls.  I was told yes .  So in the contract it states to keep the humidity level at a specific percentage, which **** and I went over in the original contract and He told me by keeping the humidifier running 24 seven and adding a ceiling fan along with a small floor fan would keep the room dry after they had done all the work which we have done.  

  Now in September I started to notice moisture in the room as it is getting cooler out and the downstairs area is getting the heat turned on.

  Now Sept 28 I had an attorney request an itemized bill statement and YOU ****** and *** in the office told me many many times you could not do so, I wanted to see the difference as to why you charge me the same amount on half of the work was done and then tried to tell me that you could've charged me more for the outside work.  I also had another company come and give me an estimate for the work your company had done and they told me they would've never done the job you did going down *************************************************************************************************************************************************************************************** that I had no water coming through the walls. It was only moisture and the best guaranteed way to get rid of the mold. Problem was to purchase a larger commercial dehumidifier and run that ************************************************************* dig for another pump, and then pump it out of the house, the water to the middle of the yard bubbler, they also told me that that cost would maybe be a little over $2400 total.  So yes extreme price gouging from Free Flow. 

   

  I text ***** from Free Flow on November 25. He responded to me on November 27 that he would contact ****** in the main office and she would contact the supplier. I didn't hear anything and contacted them on December 5 again then on December 6 ****** said she would call me by text. She told me this on December 7 Free Flow responded by text saying they would look into the warranty.  Free Flow environment per ****** was contacting a different supplier to see what they could do about getting the prom room fixed. She called me ****** and told me that they would need to charge me $1000 for the materials but they would not charge me for the labor I came out and asked her why they would charge me any more money as I've already paid over $7000 and the problem is not fixed her response to me was the mold is back and that's a new problem, that's because you're not keeping the humidity the way it should be my response to her was how would you know nobody's been out to check the humidity level or even asked me what the humidity level is so it does not void my warranty and I have done everything to maintain that room the way you asked me to. I've had a fan, running a dehumidifier and a ceiling fan and t, so you need to check your warranty to see that I am covered and I should not have to pay an additional fees. Then she told me she had to contact her immediate person above her to see what we could do and then she would get back to me.  Then she calls me and tells me great news we're not gonna charge you, but this is the plan. It's a three day action where we need to get in there, clean the mold and then we need to spray it down with different products and seal it.  I was scheduled for December **************************************************************************************************************************************************** for December 20 at this time. I got a call from ****** again late night before the 20th on the 19th telling me that the crew would have to cancel as they all had the flu and we're throwing up and having diarrhea, then we eventually scheduled for December 29 ****** and ***** came out. ****** looked at the problem and basically told me that what ***** had done was not the best option to get the mold removed. They also told me that they didn't feel that what ****** had decided from, whoever she had called was not a good idea as the machine would blast at the walls and basically make it crumble.  He then told me to keep the dehumidifier, running, and he would get back to me about what their next game plan was.  In their response that I cut off any contact I am confused because I never cut off any contact. They were supposed to respond to me per ****** and nobody contacted me so I contacted my attorney again and asked to just send them a request for full refund because I'm tired of playing games with these people as my pump room keeps molding. It says that our supervisor reached out many times via phone and text. I've never gotten a phone call or a text from Free Flow or any supervisors no one has tried to settle this matter with me. They basically ignored me and now they're asking me to pay an additional thousand dollars this company has no idea what they're doing when it comes to mold remediation in a pump room and the business office people have no empathy or understanding on what they're even talking about.  This is my life and my home $7000 for nothing for a company that states that they can take care of it and resolve it and then when the mold comes back they basically keep trying to tell me I need to pay more out-of-pocket and it's my fault ****** told me that the mold coming back is my fault that it's nothing to do with what they had done and that it's a new problem when in the contract it says that they will come and guarantee the work for two years I believe if the mold returns.  By the way, after, I saw this response from the Better Business Bureau I called and spoke to *** from the office and asked for a full refund because he said he was sorry for any problems and wanted to make it right then I got a call back from ****** that same day saying she was sorry and she needed to make it right, but then telling me that they were going to have another talk to me over the phone and I requested that person to come to my home and look at it.  this person did come to my home and we had a conversation about many problems and he did tell me that he wanted to make it right and resolve the problem so we will see what happens next. The saga of my room goes on.  I really hope and pray that this gentleman that said that he will do everything in his power to make it right makes it right because all of my trust is out the window for Free Flow.
  
  

  
  

  

  Business Response

  Date: 03/01/2024

  FreeFlow has since come to an agreement with the home owner for additional work moving forward at no additional cost to the customer. We are currently waiting on a response from the customer on a potential start date. FFE will start the work as soon as the home owner is ready. Please let us know if you have any further questions. 

  Customer Answer

  Date: 03/04/2024

   I am rejecting this response because:
  I am waiting on the owner- manager **** to respond to me about the job.  He has been out sick since last week per the email from ******. I do not want to move forward until I have a guarantee from Free flow that the mold will be taken care of and completely gone and not come back.  I have had many many promises and I need it to be guaranteed.  I did say if they could not do this I would like a full refund of the total original cost and seek out a company that can manage  this problem with the mold.  They did come out and tell me they would help me but I need a guarantee.  
  

• Initial Complaint

  Date:04/19/2023

  Type:Billing 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 had my septic system repaired 08/27/2021 and was charged $6238. A tornado came through,04/2023 and I started having problems Free flow came out and I was told the system wasn't done right in the first place, per their employee. Free flow was to come out and repair the system and the system was no longer covered under warranty and I would have to pay. I was charged over a thousand dollars to pump out my tanks and an extra $200 that was not agreed upon with me, but they got it through telling my kids that they had to have an extra $200 to do the work, which may not even have been done right due to it not being done right in the beginning. They have left not one receipt for work. The pictures are what was wrong in the beginning they never fixed.My resolution would be a reimbursement for the complete work and the pumping.

  

  Business Response

  Date: 05/01/2023

  The photos are time stamped and uploaded by the pumper on the day of the pump. The show both tanks needed to be pumped. The pumper and his assistant spoke to the individuals onsite who were given permission to pay the pumpers. They spoke to them, gave them the information and they handed the pumper cash. If there was a problem, why were they ******** the pumper the entire amount? We pay to have the amounts of gallons dumped off, we only charged for the amount of gallons to be dumped. So our costs were not even covered. 

  Customer Answer

  Date: 05/03/2023

   I am rejecting this response because: I have a statement from the person who the technician told the price was $400 per the company and not the $200 agreed upon.
  
  
  

• Initial Complaint

  Date:04/18/2023

  Type:Billing 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 noticed roots in my drain tile. I asked to have a tv inspection or recording done. They couldn't get the device passed a t joint which was about 2 to 3 feet in. From there they said there was nothing that could be done unless it was dug up. But they had no clue what it was we were gonna dig up, if it would help or what it would do. Just wanted to dig. But to charge 250 to be told they don't know is not right. I understand a service fee....which was not mentioned...but not a service fee of 250 for 2 to 3 feet of travel just to be told you should dig.

  

  Business Response

  Date: 04/18/2023

  Hi *****, we understand you weren't wanting to move forward with the additional work. No camera is going to be able to get past that bend and will need to be dug up. We offered to apply the $250 toward the dig so we would be able to inspect the rest of the line. We also inspected additional lines for you as well at no additional cost. You then signed off on the cost with the technician and paid him. You called in to the office to then tell us how great they were. You received additional services for no cost and we unfortunately cannot change the configuration of your pipe. We should not be held responsible for something you are not willing to spend money on moving forward with. Then you threatened us with bad reviews and cursed at us which we have on a recorded call. Even still, we would still be happy to dig it up and apply the $250 toward the work in the spirit of giving. Let us know if there is anything we additional can do. The signed invoice (which was signed and paid for after the work) is attached. This is ludicrous a blatant lie can be taken as an actual complaint.  

• Initial Complaint

  Date:02/07/2023

  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 payed to have my septic tank pumped . The hole was dug and lid removed (by myself), because of a plumbing clog. The concrete lid had a small chip in the corner by my own admission. I informed freeflow of the chip, so there no confusion that it was ok to put back on. The company showed up and pumped my septic and completely shattered the lid . They left my septic open and left. They claimed they never touched the broken lid. I called to verify what happened and the manager defened the fact that they didn't touch it. My wife cousin and myself witnessed the lid wasn't shattered before they showed up. My complaint is that lid was shattered and instead of knocking on the door to say something, they decided to leave and go with they didn't touch it. The manager on the phone then changed her tune to even if they did Crack it they have 0 responsibility because it was old.

  

  Business Response

  Date: 02/07/2023

  Hi *****, we just clarify. You called us on 2/6/2023 at 3:58 PM to let us know you had a clog and already had the lid dug up and opened due to the clog you had fixed. You asked if we could pump the tank while it was opened. We changed around our schedule so we could get you in quickly so you wouldn't have to leave your tank open and exposed. In this same conversation,which was recorded, you let us know you had a crack in your tank lid. Verbatim you said "if you could just leave a note to the guy that the hole is dug and the lid that goes back on, I know that there is a crack on it, I am aware and I will have to wait to replace it.  When we arrived on 2/7/23 with 3 technicians observed the cracked already removed lid, they pumped your tank and did not reinstall the lid due to the crack and the note on the file. You then spoke to a customer service agent and told her we cracked your lid, even though you very clearly said you knew your lid was cracked and needed to be replaced but you couldnt at this time. We offered to install a riser at a discounted rate, which you declined because you said you couldnt afford it. We understand that you said in your own words you cannot afford to replace your lid or install a riser at this time, but please understand we are a business and we cant provide services at no cost. We hope you are able to remedy your situation and we are available if you would to have that riser installed. Please listen to attached phone call that very clearly has you explaining you have a cracked lid and couldn't replace it at this time. 

• Initial Complaint

  Date:07/13/2022

  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.

  Last october I had Freeflow clean my septic lines for roots and install a new septic tank. Shortly after "completing the job" we had a backup into the house due freeflow not cleaning out all of the roots and inappropriately installing the tank. That was confirmed by their tech that they sent out to fix the back up. After the back up I dug up more distribution boxes that they missed for cleaning the roots (3 missed). Then I had other companies come out for an opinion on the situation and both concluded the same, (that the job wasnt done correct and needs to be fixed). The major problems were the lines were not cleaned appropriately and the lines going to the tank and from the tank are 90 degree pipes, this does not allow solids and liquids to flow as freely as possible to the tank and liquids to flow freely from the tank. The way they installed the inflow and outflow pipes they have bellies, which created an issue where solids and liquids can and were sitting. Per the other companies the bellies should not exist and the 90 degree pipes should be 45 degree. Also, the root cleanout should have been 100 percent with all the distribution boxes. I emailed them multiple times with the same excuse being used as to why they haven't shown up (we are on the books and waiting for weather). At this point there is no excuse for not getting to us and there is no faith in them doing the job appropriately. I missed hours of work now due to the lack of completing this job and they still do not try to fix it. They tore up the yard and unlike any other septic company, they left it a mess so I had tl fix it and refused to work with us on it.

  

  Business Response

  Date: 07/22/2022

  We are responding to this complaint we are getting materials together and will have a response to the complaint.

  

  Business Response

  Date: 08/09/2022

  FFE had gone to great lengths to restore this septic system without the heavy cost and wait when it comes to a full septic system replacement.  The age of the system and the extent of the root intrusion required multiple visits by our technicians.  Unfortunately, this process sometimes requires this attention to bring flow back to normal volume capacity.  Our culpability is deserved when it comes to lack of communication with this particular project.  We at FreeFlow are thankful that at this time we are functional post-covid and had just come out of the rainy season.  We do know that the **** County Health Department conducted an on site and had approved all the work FFE had completed.  We have been in communication with the ****** and can now facilitate time to address the issues of concern with our client and project.  Thank you and we look forward to bringing this to a quick resolve. 
  Sincerely,
  FreeFlow Management Team

  Customer Answer

  Date: 08/15/2022

  I am rejecting this response because: doing the job correctly the first time is what should have been done.  The 90 degree elbows should not have been there.  The bellies in the lines, also should not have been there.  All of the transfer boxes should have been dug up and each line cleaned out.  None of these require the system to be back to normal volume capacity, however they do require to be done correctly in the first place. I met the county here for the review.  All he did was ask how I thought Free Flow did, county the wholes dug up, and asked what I thought about Free Flow in general.  He did inform us that the county had only been contacted once, even though Free Flow said they tried to contact the county multiple times, blaming the county for the delay.  Also, as far as being professional, they tore up the yard leaving a mess around the tank. When asked about it, we were told they are not "landscapers" so that's what we get.  Any other septic company that we spoke with, said they would have taken care of it and smoothed it out. Our yard has been tore up for almost a year now waiting on Free Flow to make it right.  We have rearranged other home projects now because of this inconvenience and the issues it has created.   The ground is so uneven it is even hard to walk on.  We still want either $5000 back so we can pay someone to fix the issues, or $2500 back and Free Flow to fix the way it should have been done in the first place, including the ground around the tank. Pictures can be provided.