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Complaint Details

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Initial Complaint
04/09/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased United Septic Protection several years ago. There was no problem until June 2023 when I got repeated calls regarding billing my annual account, although I had already been charged on my credit card. I then began to find charges of $159.00, $169.00, and $189.00 appearing on my card, but not every month. I called and was told that the company would look into it. Several days later, I got a return call and was told that a check would be sent to me for the over $1000.00 in extra charges. (The exact amount I do not remember.) I waited a month and no check arrived. I called again, and was told that they would look into it, but they have not returned my call after three weeks. I have paid on my credit card $1,362 in additional charges in addition to my annual fee in June, 2023.
Business response
04/09/2024
*** *****

We apologize for any billing issues that you may have experienced. It appears that you had multiple accounts in the system. We have cancelled the additional account and sent a refund to your home address. If you have any questions please let us know

*****
Customer response
04/15/2024

Complaint: ********
I am rejecting this response because: United Septic has promised to get me a check three times and failed to do so. They also told the BBB that they would send a check. This is my one-week deadline to reconnect with BBB to keep my case open. I have not as yet received a check from United Septic. I will inform you the moment a check arrives.

Sincerely,

******* *****
Business response
04/24/2024
**** *** ******

Thank you for bringing this matter to our attention. We apologize for any inconvenience caused by the delay in processing your check.

Upon reviewing our records, we observed that the initial check we sent on your behalf a few weeks ago remains uncashed. In light of this, we have taken immediate action to issue a second check. This replacement check has been dispatched via priority mail to ensure efficient delivery and enable us to track its progress.

To assist you further, we kindly request that you contact our customer service team with an appropriate email address. Once we receive your updated information, we will promptly provide you with the tracking details for the second check.
Thank you for your patience and cooperation. Should you have any additional questions or require further assistance, please do not hesitate to reach out to our team.
Customer response
04/30/2024

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.

Sincerely,

******* *****

***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.
Initial Complaint
02/20/2024
Complaint Type:
Billing Issues
Status:
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.
I signed up for their protection in August 2022 for a contract of $169 per year. Since then they have been hitting my credit card for quarterly payments of $189. I called in November of 2023 and talked to a David there. He acknowledged the error and promised to correct it and refund the overcharge. Nothing except another payment taken has been done. So far they have overcharged me $577.
Business response
02/23/2024
*** ********

Please accept out apologies related to the billing problem related to your account. We have reviewed your status and it shows that you have our septic protection plan which covers up to $5000 for repairs. In saying that we have found the billing error and made the necessary corrections and have sent a refund check to your home for $547. Please allow a couple extra days for the delivery of that refund check. If you do not receive that check in the next few days we will be happy to reissue your refund check.

Sincerely

*****
Initial Complaint
01/26/2024
Complaint Type:
Billing Issues
Status:
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.
I have a Septic Plan Protection Club. I received an email about my payment on my plan in January 2024 and I have been unsuccessful communicating with them via telephone and email. According to my records my plan date is 3/24/21. I am trying to confirm this as I don’t understand why they are trying to collect money in January 2024. I have called ************ and emailed several times to ******************************* I would appreciate a call from them.
Business response
01/30/2024
*** ******

Sorry for the confusion I have reviewed your billing records and I see you are paid up till March 20, 2024. We have some issues with high call volume, I will have someone from our billing deparment give you a call.

Sincerely

*****
Customer response
01/30/2024

Complaint: ********

I am rejecting this response because: not only do I need to talk with the billing department but I need for someone from customer service to give me a call about coverage.

Sincerely,

********* ******
Initial Complaint
01/22/2024
Complaint Type:
Billing Issues
Status:
Unanswered
The business failed to respond to the dispute.
They were only suppose to charge me once annually for my service contract. They charged me four times. I have tried to resolve this but I'm unable to contact them. My contract is for $149.00 annually. They charged me four separate times (March 28, $149.00; Aug. 15, $169.00; Nov. 29, $149.00 and Dec. 15, $149.00.
Initial Complaint
01/22/2024
Complaint Type:
Billing Issues
Status:
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.
United Septic Protection has taken money using my debit card information from my checking account 4 times since January 2023, they claim that I agreed to purchase a septic protection insurance or warranty back in January 2023, I have never agreed to this and the dates they have as the “sale date” I was ******** *** ** **** ** *** *** at my local hospital trying to recover from a ******** ******** and still unconscious/unaware of anything or anyone, with the aneurysm found in Jan 2023 3 others were found 2 very small and will probably never become a problem but 1 was 7mm and in a dangerous place requiring brain surgery and 2 stays in ******** ***, physical therapy and around the clock treatment taking me from my home for a year which is why I didn’t catch the money being removed from my account sooner, they have pulled out 1 payment of $189.00 and 3 of $169.00, I really need this stopped, I’ve tried reaching out to them but never get an answer when I call, I have papers that were mailed from United Septic referring to a sale/contract during the time I was in the ICU and can show proof from the hospital and doctors that there’s no way I was capable of speaking much less conducting any business I can provide the United Septic paper work and medical records with dates and written statements from the doctors if needed
Business response
01/23/2024
*** *****

Please accept out apologies it appears that you have been incorrectly charged through a billing error. From reviewing your account we noted a clerical error and will refund those charges immediately. It appears you got charged incorrectly in June and October for $169 & 189. We have issued a refund and sincerely apologize for these problems.

Hope you are recovering well and again we apologize for the mistakes.
Customer response
01/24/2024

Complaint: ********

I am rejecting this response because:
It only covers the withdrawals made in June and Oct of 2023, they also took $169.00 from my bank in both Jan 2023 and Jan 2024, I would also want that money returned to me
Sincerely,

******** *****
Business response
01/30/2024
*** *****
We can not refund charges that you signed up for in Jan 2023, that year has closed and you where billed Jan 2024 as a renewal. I have tried to call you to discuss, and left a message but have not received a call back from you I can refund Jan 2024 payment if you would like to cancel your protection plan. Please advise
Customer response
02/02/2024

Complaint: ********

I am rejecting this response because: I never signed or agreed to anything with United Septic in Jan 2023 or any other days, I was in ICU after a ruptured aneurysm, I was unconscious and fighting for my life on this date. They say I agreed to a contract I never did nor did I give permission for them to withdraw money from my checking account. I will agree when they are willing to pay back every withdrawal the three in 2023, January June and October And the 2024 January withdrawals, $169 three times and $189 once that is what they need to do. I did miss the call when a davit called me, but I have tried calling back multiple times and have not been able to reach this man. This company is stealing from me and I want my money back all of it.

Sincerely,

******** *****
Initial Complaint
01/18/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We have been signed up with United Septic Protection for about 10 years. We had an occasion to use their warranty service to repair our septic field about 9 years ago. Since then, we have had no need for their service. Until about a month and a half ago. We have been having some issues with our septic field, and so tried to contact this company to ask for their help. We called their phone number. Most of the time no-one will answer their phones, but even when they do they are extremely unhelpful. We asked them to send us a copy of their policy so we could review it. Instead, they sent us an e-mail saying they had canceled our policy. "OK," we said, "if they're going to act that ignorant, we'll just accept the cancellation and not mess with them anymore." Fast forward to December 26. This is the date that this company charged our credit card for a renewal of their service IN SPITE of the fact they had told us they had canceled our policy. "OK," we said, "since they charged us, we'll try again to use their service." We tried again to call them. This time they won't answer their phones at all. They have no e-mail contact info on their website (that's pretty suspicious, don't you think?); I had to search high and low to find an e-mail for them. When I finally found an e-mail I sent them a message insisting they either contact us or refund the fee they charged us on December 26. I gave them a 2 day deadline to do one of these. They did not respond at all. So, I have contacted our credit card company to report the fraud this company has pulled on us. No final resolution has been reached as yet. So, to wrap up, I warn everyone STAY AWAY FROM THIS COMPANY! They used to help people (like they helped us about 10 years ago), but now they are apparently just a full-blown scamming, thieving cartel.
Business response
01/30/2024
We have reviewed the complaint related to *** ******* and noted that we do not have a service request. We have not received any correspondence related to a cancellation, but have spoken with *** ******* on January 30 and have refunded his payment
Customer response
01/30/2024

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.

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

***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.
Initial Complaint
01/08/2024
Complaint Type:
Product Issues
Status:
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.
I have two unauthorized charges on my credit card ending in ***** One on September 4, 2023, for $189. And there is currently a pending charge for $159. I have NOT authorized either of these charges. As a matter of fact, I have requested that there be no additional charges placed on my credit card, on more than one occasion. So why, with both transactions totaled, am I being subjected to $348 of unauthorized charges to date? Please help me, by issuing a refund for both the 9/4/2023 charge of $189 and reverse the pending transaction from 1/3/24 for $159 immediately. It's disturbing to see a F rating for a company, that I am beginning to understand the "why" of that F-rating is probably due to instances such as what I am experiencing.
Business response
01/08/2024
** **********

It appears that your account has been entered with a different billing schedule, I have identified those issues and have issued you a refund for those charges. We sincerely apologize for the confusion, please allow 3 to 5 days for those charges to appear corrected on your credit card. If you have any questions please feel free to give us a call at ************

Sincerely

*****
Customer response
03/06/2024

Complaint: ********

I am rejecting this response because:

This company is placing unauthorized and fraudulent charges to my ***** business card. There was a charge in September 2023, January 2024 and now March 1, 2024. I am not authorizing these charges and I do not owe this company for any services rendered to my business. This is going on two years now that this company is going in and placing charges to my account and I am having to request my credit card issued remove them. When I call their number to complain, I either am hung up on, or get no answer at all. My next move is to contact the my State’s Attorney Office to report their conduct to the Federal Trade Commission. This nonsense has to stop! Businesses can’t keep doing these things to people. They must be penalized.

Sincerely,

******* *********
Business response
03/06/2024
** ********* *harges have been reversed and she has been refunded on her ***** card. If any other questions or concerns please feel free to call us at ************
Initial Complaint
12/14/2023
Complaint Type:
Product Issues
Status:
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.
signed on with USP in 2020. Have been billed yearly since then. I applied for a claim this past August and was approved for payment. I have yet to a check after numerous calls 20 +. Most of the time no one answers. I have left voicemails indicating problem. No return calls. Have spoken with someone on 5 separate occasions. Each time they say a check was cut and sent. I still have not received a check. This company is a scam. Want the check I was promised or refund for the past three years of payment for coverage.
Business response
01/08/2024
We have reviewed *** ****** * complaint and offered a solution, but unfortunately *** ******* decided to cancel and request a refund which we have granted *** ****** his refund. This is not the outcome that we where hoping for, but we have honored *** ****** request.

Sincerely

Claims Department
Initial Complaint
12/04/2023
Complaint Type:
Billing Issues
Status:
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.
I HAVE HAD AN ACCOUNT WITH THIS COMPANY STARTING IN 2017 ($129.95), IN 2018($129.95), IN 2019($169.00), I GET IT INFLATION. THE FIRST THREE YEARS WERE FINE THEN THEY STARTED CHARGING ME DOUBLE IN 2020 ($169.00 ON APRIL15TH, THEN AGAIN ON SEPTEMBER 30) 2021 ($169.00 ON MARCH 20 THEN AGAIN ON SEPTEMBER 5), 2022($169.00 ON MARCH 2 THEN AGAIN ON AUGUST 30) AND 2023 THEY HAVE CHARGED MY CREDIT CARD THREE TIMES ($169.00 ON FEBRUARY 14, $189.00 ON JULY 2, AND $169.00 ON NOVEMBER 7). I HAVE MADE NUMEROUS CALLS TO THE # PROVIDED AND IT GIVES YOU ANOTHER # FOR BILLING INQUIRIES WHEN YOU CALL THIS # IT IS THE SAME RECORDING TELLING YOU TO CALL THE # YOU HAVE JUST CALLED. I AM BEING RIPPED OFF. MAYBE IT IS AN OVERSIGHT, MISTAKE? BUT, I CAN REACH NOBODY TO RECTIFY.
Business response
12/04/2023
We have reviewed your billing issue and appears there is an oversight in our system that is causing some problems applying your payment. We have rectified the problem and are in the process of issuing a refund. I will follow up with a courtesy phone call.

Sincerely
*****
Initial Complaint
11/09/2023
Complaint Type:
Product Issues
Status:
Unanswered
The business failed to respond to the dispute.
We have had this plan in place for several years, paying $14.95 per month. Early spring 2023 we had a septic problem and contacted the company. We were told they had no providers in our area, and to find one ourselves. We did so and submitted a claim on June 8, 2023. We contacted the company monthly and were told that the claim was being reviewed. On 8/1/23 we were told that a reimbursement of $325 was approved and a check would be sent as soon as possible. On 9/11/23 contacted the company and was told that the claim was processed and a check would be sent in the next couple days. We contacted the company again on 10/3/23 and 11/7/23. Have received no response to the last two emails, and no reimbursement has been sent to us.

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