ComplaintsforWind River Environmental, LLC

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our septic tank was cleaned on or about 9/5/24, invoice number ******. I met the driver and showed him that the invisible fence was near the septic tank. he said ok. when he finished and replaced the tank lid he broke the invisible fence wire. Their invoice states that the wire was broken. I called Invisible Fence to repair. It costed ******. I was in contact with the Wind River from the day that it was broken. Numerous emails back and forth with promise to escalate and I have yet to reimbursed for the damage that was done by Wind River. I have been working with ********************* and was 'promised' he would escalate. I would like to be reimbursed.

  

  Business response

  07/01/2024

  Thank you for bringing this to our attention. We apologize for the delay in resolution for your issue. We have submitted the amount, $156.87, for refund back to you. This is not the experience Wind River Environmental wishes for our customers. We appreciate the feedback and will use it to improve our service. 

   

  Thank you,

  Wind River Environmental

  Customer response

  07/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

  Customer response

  08/06/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have not received reimbursement from Wind River related to my complaint, ********.  

  

  Business response

  08/06/2024

  We apologize for the delay in the refund to reimburse you for the issue. We have expedited completion of the refund today. 

  Thank you,

  Wind River Environmental

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Business texted me yesterday 6/12/24 at 1:20p stating I had a unpaid balance and if I didn't pay it would be sent to collections. They stated they came out and did a service call at my property on 5/15/24. I had called this company 2 months ago inquiring about their services and we talked about them coming out but I said I needed to shop around some and I did not confirm them coming out to my residence. I also never received an email, text, or phone call over the month to confirm this "appointment". They are stating I owe $214.11 for a service call that I didn't confirm or want and that they didn't do anything for / NO service was done.

  

  Business response

  06/14/2024

  We reviewed our records of the calls regarding this address and number, ******************. We have an initial call on 4/29/2024 @4:30pm lasting for 15 mins with our representative. In the course of this conversation, the customer agreed to the booking date stating "I want to set the appointment now, to hold something, then I can cancel it." Our representative then provided the customer with our cancellation policy stating "You can always cancel it up to 24 hours before the appointment, after there is a fee applied to it. So, if you are going to cancel please make sure you call us at minimum 24 hours before, ok? The customer says "yes, I want to push it out a couple of weeks" They discuss dogs on property and other animals, restrictions. The customer asks if we can schedule the ********************** on May 15th. The representative schedules, ask the customer to provide CC information. The representative reviewed and recapped the entire order and pricing. There were no subsequent calls to cancel service. Additionally, Wind River sent multiple order notifications to cell phone, ******************, and email, ********************* (see Attachment 1). We also have the technician notes which show the customer cancelled on the day of **********************, in violation of the agreed upon cancellation fee and was charged a service call fee $185. No further credits are due at this time. 

  Thank you,

  Wind River Environmental

  
  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  - Long-time (years) customer of this company. Scheduled a regular septic tank cleaning for 5/23/24.- Technician **** arrived and couldn't find tank, which has always been in the same location right off our patio. We worked with WRE 3 yrs ago when replacing the tank so there's no way they didn't know the tank location. **** clearly didn't know. Dug in 3 separate spots leaving holes and raw patches in the lawn that must be filled/re-seeded at our expense.- After my husband directed **** to the tank, he couldn't remove the cap. He asked us for tools and suggested we may have to reschedule the appt. He was finally able to remove the cap and the job was completed.- On his departure, he left our gate open. I had noted to C/S rep. when I scheduled the appt. that we have 2 dogs and directed them to a specific side of the fence. This is minor, but adds to the overall negative customer experience.- After seeing the dug up spots and hole, I called the company for the first time on 5/24/24 and spoke with Javanti (sp? male) in **; very apologetic. Told I would hear from a supervisor in ***** minutes. No reutrn call.- On Tues., 5/28/24, I used the company's email app on their website to explain and request a call about this situation. I got an automated confirmation of receipt of the message. No response.- On Fri., 5/31/24 I called the company again and spoke with ***, a C/S rep. ******* situation for a 3rd time. Also told her to put a stop on the order for septic tank additive for ~$132 which I never received. She confirmed she could see the order in the system but that it had never been completed. I told her explicitly to cancel it and she agreed. Later that same day, the company charged my card for it. I have disputed it with Citibank. - We should be reimbursed some amount for the additional cost of re-seeding the 2 patches and filling the hole and re-seeding that. They should also cancel the charge I disputed. I provided Citibank with all these details.

  

  Business response

  06/07/2024

  We apologize for having a poor experience, it is not the experience that Wind River Environmental wants for our customers. Having reviewed this with our local team, the septic additive order has been canceled and refunded and they have provided an additional $100 credit to the pumping order for your inconvenience. Thank you for bringing this matter to our attention so that we could resolve it for you. 

  Best,

  Wind River Environmental

  Customer response

  06/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and after confirming that the $100 credit was applied to my credit card, in addition to the reversal of the charge for the septic additive, I have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted ***** Septic Service in February 2024 to have my septic tank pumped. They stated they had an opening available and would come by on 2/22/24 to pump the system. I was told I would receive a call from someone with Wind River Environmental who has taken over ***** to discuss the cost. A Wind River employee came to my building and introduced himself and said I would receive an email with the information for pricing. No one came to pump the system on 2/22/24 so I called to see what happened, the individual on the phone was not sure so he gave me a new date for the pump, told me over the phone that the price quoted was $780 but that it could be less depending on what is pumped out. I agreed to the terms of paying up to $780, anticipating that it could be less, and the pump was scheduled. I was then sent a copy of the bill with an amount due on it of $498.86, but when I checked my bank statement they charged me the full $780. I reached out to the individual from Wind River who said they charged me the full amount because I agreed to pay that price over the phone. I explained that I agreed to pay that amount if that is what was due, but the bill was only for $498.86 and I should not have been charged the full $780. March 7th I inquired about the charge and was told they would look into a credit for the discrepancy. April 8th I still had not received my credit so I reached out again and stated that I would be contacting the BBB if this was not remedied. On April 9th I was told a request was put in with accounting and I have heard radio silence ever since.

  

  Business response

  05/23/2024

  Our records indicate that the credit card on file was refunded $281.15, the difference between the estimated price of $498.85 (0.27 cents/gallon x 1500 gallons plus $25 environ charge and Fuel), and the invoiced price for services rendered, pumping 2000 gallons, 500 gallons over estimate. The card was refunded on 04/15/2024. Please not our service contract proposals specify "Note- Outside septic pumping service gallons and fuel are estimated and adjusted appropriately after service is completed"
  
  Thank you,

  Wind River Environmental

• Initial Complaint

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged on my credit card for an amount that was nearly even discussed with me. I have called the company numerous times and it is always routed to a call center no one is returning my calls. They refuse to give me the number of the branch. I would like help resolving this issue.

  

  Business response

  05/21/2024

  Upon further review, we have agreed to adjust the $141.22 charge for *********************************. A return visit with an additional technician was required to dig and service the septic tank. The initial technician charged for the septic pumping of 1250 gallons but did not add the typical charges for an additional technician or digging ***** inches as is standard for Wind River pricing. The second technician only charged for the ***** inch digging, the $141.22 charge, and no additional technician fee. We recognize this was not effectively communicated to ********************************* and it is Wind River's desire to always be transparent with customer on charges. We did not accomplish that in this instance and are happy to refund the $141.22 additional digging charge. We apologize for the inconvenience, appreciate your feedback and the opportunity to resolve your issue. 

  Best regards,

  Wind River Environmental

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  They charged me $330 when I booked the pumping. Three days after the service, they tripled the price even though there were no problems, no repairs needed, etc. They are con artists. They are also charging tax before applying a coupon, instead of after, which I am told is not accurate.

  

  Business response

  04/08/2024

  Good Morning,

   

  Upon review, we are refunding the difference from the online booking and gallons pumped on site, $315.49. A refund request has been submitted to the Credit Card used for payment. Please note for future pumping service orders booked online that the estimate is based on selected gallonage, in this instance 1000 gallons, that estimated price may change based on the actual gallons pumped by ************** on site. The online order was placed for 1000g but ************** pumped 2000g from a two-chamber system, that is what accounted for the difference in the estimated price vs the actual price. Our order confirmation, service report, and invoice all state that pricing may change due to actual gallons pumped onsite. 

  Sincerely,

  Wind River Environmental

  Customer response

  04/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  WR Environmental services our septic system. We had an issue with the septic system and reported it on 11/24/23. *** responded on 11/27/23 and reported that there was a problem with the pump. They charged us $185 for the visit but did no repairs. They returned on 11/30/23 but now said the problem was not the float, not the pump and charged us $395. The septic problem was not resolved so they returned on 12/11/23 and said the pump was the problem, which was the same diagnosis as the visit on 11/27/23. They charged another $185 for the visit but did not do any repairs. They finally returned on 12/18/23 and did the pump repair which was the real issue. They charged $1,248 for the work and I paid the bill. I had to escalate to the customer ********************** team multiple times in December to get them to do the repairs. On 1/6/24 I had a call with ***** St **** in the *** customer ********************** group to discuss the fact that they mis repaired and misdiagnosed the issue and yet still charged us $580 dollars for that. I asked for a credit. ***** escalated the issue and provided a case number (********) and said I would be contacted with a resolution. *** never responded. On 2/27/24 we received a text from ******************************* saying we had a balance and would be sent to collections. I spoke to ******* and provided the case number and said we were waiting for the credit. I sent ******************************* and *** Rivera(Director of customer *********************** an email outlining the issues, time line, and the fact that *** had not followed up. I received no response. I just received a letter from a collections agency (*******************************) informing us it is in collections and asking for payment. I have contacted them and disputed the balance. I paid for the pump repair and will pay for one of the diagnosis visits, but not for the mis repair, which I have said to *** since the call on January 6, where they admitted there was a problem.

  

  Business response

  03/22/2024

  Upon further review of the situation, we have ceased all collection activity for your account and there is no longer a balance due. We apologize for any inconvenience. 

   

  Sincerely,

  Winder River Environmental

  Customer response

  03/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  02/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  - We used them in the past for septic tank pumping(s) when they were Parent Sanitization. Spoke with customer ********************** a week before service and alerted them they were charging us at residential rate vs commercial rate. They apologized and promised a credit of $50.- August 2023 (date of transaction/service) They pumped 2 different addresses and charged us wrong rate of residential servicing again, they did not give us the $50 credit as promised, they also charged us for ***** gallon tank at one of the properties which they never did before (they charged us for ***** gallon tank) and did not alert us to the extra charges for the ***** gallon pumping.- We have been pursuing credit since August 2023, we have spoken numerous times with customer ********************** assuring us that a manager would handle this. We were given a $***** credit which is not the amount owed back to us. Every time we call we are assured a manager will call us back in about a week or so and doesn't happen. We did finally receive a call last month from a manager who left a message and we tried calling back and left messages as well, but no response back.- Residential rate $0.35 / gal vs Commercial rate $0.26 / gal Address 1 charged $448.16 (residential) vs $260.00 (commercial) = $****** (overcharged)Address 2 charged $744.45 (residential) vs $547.00 (commercial) = $****** (overcharged)- In summary the total credit owed still is $359.45 ****** + ****** + ***** = $435.61 - ***** (credit given) = $359.45

  Customer response

  03/02/2024

  I have not heard from the business in response to my complaint.

  

  Business response

  03/07/2024

  We have reviewed the complaint and our records indicate a credit refund of $350 was completed on 2/27/2024 to the credit Card on file. We apologize for any inconvenience. Please contact us if you would like to set up a commercial account with regular ********************** frequency and we would be happy to discuss pricing for servicing both locations.

  Thank you,

  Winder River Environmental 

  Customer response

  03/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Jl Pros Llc

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We called our local septic company, ************************* Septic to schedule a pumping. Received a call back from Earthcare, which was strange since I had not originally called *************************. They explained they work with *************************, and can help us. Really, Earthcare bought them out. A pumping technician came out, serviced our septic and called with results and said that I should schedule a seek and discover to see if I need a jetting or further services. He explained it could be a bunch of different things and that would be a good way to move forward since he noticed there was water coming back into the tank. Later that day, I received a proposal for the excavator $1,080.00 and pumping $294.00 (that is with a $50.00 discount) the total cost was $1,374.12, after I just paid the $363.00 for the septic pumping that we do every 2 years. The proposal did state that the $344 (discounted to $294.) was for up to ***** gallons. Rates would increase if over *****. My tank is ***** gallons. Pumped 2 weeks before this scheduled service. Work scheduled for seek and discover, 2 weeks out. My husband had to take a day off of work for them to complete the job. Excavator came, at 9, left at 10:30 and technician came at 10:13, left at 10:25. They ripped up our back yard, did not back fill properly. Left a huge rock garden in our back yard with a giant mess to clean up (we have pictures of before and after). When questioned about this horrible work, we were told that when the ground thaws those rocks will settle back in! 60 large rocks are not going to settle when the ground thaws. I cant even believe that was a professional response. If the ground was too frozen to complete the job properly then Earthcare should of rescheduled the job due to not being able to perform it properly. Its hours of manual work and money by us to fix now. We were told that the fee for pumping was going to be $1,600.00, since they pumped ***** gallons, which seems very unrealistic. That is more than an above ground pool. I could not even fit one in my back yard if I tried. This company is saying that I have that underground?? Since the original proposal was $1,374.12, we figured $300.00 more was ok for the amount they say they pumped from the seepage tank. Again, charging the same price they charged 2 weeks before to pump again, and we pay that amount every 2 years Mind blowing! The invoice was charged for what we thought was the pumping and the excavator, like the proposal stated.. and then we received an additional charge for $1,147.56. Stating that was for the excavator. That is not what the proposal said and the invoice said that the customer was not on site to sign. That is FALSE. My husband was there the whole time. He in fact signed one invoice. When asked why he was not given this second invoice, that states customer not on site, the response we got from the company was the tablet was not sanitized so they did not have my husband sign it. Again, I could not of ever of received a more ridiculous, unprofessional response to something that seems very critical with such a large additional cost to something that is already way overpriced. My husband and I were under the impression that the job was $1,600.00 for the total job. If that tablet was shown at the time, then I feel that that extra charge could of have been taken care at the time of the work being completed. We were taken advantage of and money was stolen from us. The communication was that the work was going to be $1,600.00, not an additional $1,147.56. We feel that we were robbed by this company. And when we reached out for some explanation and a possible refund of their wrong doings, hours of yard work they left us after reassuring that it would not be left like that, we got a response of basically, there is nothing we can do. No effort put forth on their end. We would like to have that extra charge refunded, as we did not agree to that charge, and the mess they left is time and money out of our pockets now. That is not how you do business.

  Customer response

  02/18/2024

  I have not heard from the business in response to my complaint.

  

  Business response

  03/27/2024

  Upon review of your concern, we have issued a credit and ceased collections on the disputed amount. We apologize for any inconvenience. 

  Sincerely,

  Wind River Environmental

  Customer response

  03/28/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **************

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To whom it may concern,On June 16, 2023 we had our septic pumped by wind river environmental, originally called **************** at the time. After the service, the worker knocked on our door and told us that our lid was not safe and we should get a new one. This came as a surprise because our lid was perfectly fine. When we went out to check it after he left, we noticed that he screwed on the lid completely warped. So we contacted the manager immediately. She told us someone would be out as soon as possible to fix this, but no one ever came. We made several calls, no one still ever came and we were completely ignored. We have five young children all under the age of five so this was very scary as the kids play outside regularly. It came to the point that we had to reach out to a separate company to fix our lid. This is why we did not pay this charge of $380. We also had made verbal and written statements to Heritage/wind river environmental stating all of this information and made it clear that we will not be paying this. We are writing this because they have now sent our charge to a debt collector in the amount of $380. We have disputed it with the debt collector and are waiting to hear back. But we also wanted to report this with you guys.Thank you

*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. ↩