Complaints

• Initial Complaint

  11/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  United Septic has billed me twice and I'm unable to contact them. In the future I'm going to read Better Business Bureau complaints in the future as this company has a D-! No one is answering the phone or returning messages. What would happen if I had a service issue? I want my money back and service cancelled. I hope everyone else does the same.

  Business response

  11/01/2023

  *** ****** spoke to one of our customer service expert who noted a clerical error on her account and has corrected the error and refunded any charges related to her account that was not authorized.

   

• Initial Complaint

  10/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased septic protection plan in early 2023. I needed a major repair done in April 2023. I followed procedure and got an authorization prior to having septic work done. After receiving verbin al authorization, I had the repair done, I submitted my invoices to claims department in early June 2023, as instructed by the company. Total cost of repair: $ 1690.00 it is now October 2023 and i have not received my payment, even after repeated attempts to follow up, Per the attached email string, they have REPEATEDLY acknowledged they owe me the payment. I am filing this claim because they have stopped responding to my emails and i am concerned, I am a senior citizen and need this money to pay the IRS. Your assistance is greatly appreciated.

  Business response

  10/13/2023

  As a follow up we show that a check was released to Ms. ******* on 9/6/2023.  If she has not received this check please call our office at 877.360.9526 so we can reissue you a replacement check.

  
  Sincerely

  
  *****

• Initial Complaint

  09/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Recieved my monthly from Discovery IT Card on Sept. 28, 2023 with a Purchase date of Sept.2 2023 for the amount of $189.00 from United Septic Protection, and I don't have a contract with them for their service. Therefor I would like them to cancel their supposed contract with me and refund the funds. ****** ****

  Business response

  09/29/2023

  Ms  Mann signed up with our program previously and we are set up as an automatic renewal on her protection club.  With that being said, we have cancelled her club program and refund immiedatelyS

   

  Sincerely

   

   

  *******

• Initial Complaint

  09/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  see Attached document

  Business response

  10/02/2023

  Went back through our records, and until we received this compliant from BBB we do not have any claim information on *** **********  Based on the complaint it appears that the septic tank and leaching field have been replaced.  In order to review, please submit all correspondence to claims@unitedsepticprotection.com.  This response does not constitute an approval.  All claims must follow proper guidelines outlined in your septic protection club listed below.  Please submit written correspondence to *********************************

   

  Limit of Liability and Conditions
  
  For that reason, we may authorize you to contact an Independent out of Network Contractor directly to obtain Service. When we request or authorize you to obtain an INDEPENDENT OUT OF NETWORK CONTRACTOR to perform diagnosis and/or service::1) We recommend that the Contractor be qualified(licensed) and insured, and charge fair and reasonable rates for parts and service.2) Once the technician is at the home, and prior to any services being rendered, you must call our Authorization Department with the technician’s diagnosis and dollar amount of services required. 3) We will provide an Authorization Number in writing for the covered services and dollar amount that we have authorized. Failure to contact us as outlined will result in denial of coverage.4) upon completion of the authorized services, the Contractor must provide you an itemized invoice for the authorized charges. 5) You must submit the itemized invoice, including the Authorization Number provided by us, for reimbursement. 6) You are expected to pay the Independent Out-of-Network Contractor directly for the services rendered and then submit the invoice to us United Septic Club for reimbursement. Reimbursement checks will be sent to you within 60(sixty days) of receiving the invoice for covered repair performed.
  
  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Jan. 5,2023 **** from U.S.P. sold me a plan for $169.00. I was to receive an infomation packet. Each month after my credit card was billed, I contacted ****, then ***** to send the packet to me. My last call on June 20, 2023, **** said she would personally put it in the mail. After 2 weeks I called again, to find the number no longer was active. I want a full refund for this undelivered service. Thank you.

  Business response

  08/01/2023

  Customer was sent a second copy of their paperwork on 2/23/2023 and a third copy was sent in June 23, 2023.  We also host a copy of her terms and conditions on our website *************************  We apologize *** ********* has not received her corresponding paperwork, and per her request in her compliant we have cancelled her protection plan and refunded her payment.  Please allow 3 to 5 days to return to her credit card.

   

   

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4/11/15 - Septic Coverage started with United Septic Protection. Account Number is ******* 2/10/23 claim started. Called Customer Service & was transferred to the Claims Manager *****. Said proposal from contractor was needed. 2/20/23 Contractor emailed the proposal of work in the amount of $7200. 3/7/23 Spoke with ***** & advised they reviewed the proposal and United Septic Protection will cover $3300. 3/10/23 I emailed invoice for work done to ***** - am waiting for Payment. 5/18/23 Contractor called Customer Service. They said they would email me with status later that day - Email never came 6/5/23 called Billing & was told check was cut & sent 6/2/23 6/13/23 called for status - Call went to voicemail 6/14/23 call again - call would not go through 6/15/23 talked to billing & again informed they would get back to me 6/21/23 left another message asking for status of check 6/22/23 my daughter called on my behalf & ***** said a check was cut on 6/16/23. 7/11/23 my wife called & was transferred to ***** another claims managers voice mail. Left message for status - No return phone call. Help: I feel this company is a scam. Was told they cut the check on two different dates and nothing ever comes. I am looking for a check in the amount of $3300 which ***** and I agreed on back in March. Would like check issued and mailed with a tracking number so I can see it coming. There is no reason for it to take 4 months and counting to get this claim resolved. Thank you

  Business response

  07/14/2023

  We have reviewed this complaint and noted that a claim check mailed to ** * ** ******** on June 16, 2023 in the amount of $3300. We have noted that as of today 7/14/2023 that check still has not been cashed.  We will contact *** ******** with tracking information and reissue a check on 7/14/2023

  Customer response

  07/14/2023

  
  Complaint: ********  
  I am rejecting this response because:  
  

  Please have United Septic Protection email me a copy of the check and tracking number.  This way I will not have to write down the tracking number and I will know the check has been issued.    Email:  ******************  
  I would like to keep the claim open until the check is in my hands. 
  

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

  Business response

  07/25/2023

  Spoke to ***** at business.  Check was issued on Friday.  He will be calling customer to give tracking information.  

• Initial Complaint

  05/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My mother, ****** ******* age 89, received a phone call in which a voice on the phone said that if she had toilets, they would definitely back up. In fear, she picked up the phone and answered the call. This company pressured her into buying a septic system warranty for $169.00 in April 2023. She does not have a septic system. She is on city sewer. We found out about it when her bank statement arrived and we now see a charge that is "recurring" for this amount, starting 4/13/23. We don't know if the charge is monthly, quarterly, annually, or what. We have tried to contact the company to have this charge removed, but the company's phone automatically disconnects the call. Please get this company to refund her the $169.00 and to not debit her bank account again.

  Business response

  06/05/2023

  Customer switched to a plumbing protection plan, and is billed on an annual of $169.  We have issued a refund, please allow 5 to 7 days to for charges to show on customers credit card.

• Initial Complaint

  04/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We moved 3 years ago (previous address was *** *** ***** *********** ****  Our new home has a sewer line so we have no need for "septic protection." Each of the past 3 years we have been billed by this company and have needed to file a dispute with Visa. The company has failed to take us off their automatic renewal process.

*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. ↩