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Complaint Details
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Initial Complaint
10/12/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On ****** 12, 2024, $620.24 was charged by Wind River Environmental to my credit card for an emergency septic tank pump out. I requested a refund because I had an appointment with the company to repair the septic pump on ****** 13, and there was a delay in scheduling the appointment which lead to the septic tank backing up again. My request was reviewed by management and I received a phone call in late ****** stating my request has been approved and a credit would be issued. After a week, I called to check on the status. I was told it needed to be processed by Accounting and would be issued soon. The credit has not been issued. I also never received a response to my email inquiry.Customer response
10/23/2024
[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
10/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On 10-1-2024 I got a septic service completed by ******* Environmental. I was quoted $329 for a pump of 1000 gallons but I was billed $676 of which $352 was billed for digging a 24 inch hole 13 inches deep. This price was not disclosed prior to service had it been I would not have used them. They actually charged me more for the small hole than pumping the tank. My credit card was billed for $676.35
Business response
10/10/2024
Thank you for bringing this to our attention. Upon review of the account, the branch manager has already approved the refund of the digging charges to the Credit Card on file. We apologize for any confusion concerning additional charges which can be incurred onsite based on tech findings, i.e. additional digging or gallonage. We look forward to serving you again in the future.
Sincerely,
Wind River Environmental
Customer response
10/10/2024
[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 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
09/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 8/19 and 8/21. The septic crew visited my house to pump my septic tanks. The first day the tech could not locate the septic tank and said that someone would come back on 8/21 that was aware of the location of the tank. On 8/23 the crew came back to the house and had more difficulty finding the tank but eventually found it. The tank was pumped. Two days later I discovered that the septic crew had used the tool that they use to poke around in the ground to find the tank and had severely damaged my irrigation system causing flooding. I have called this company three times and each time they tell me that someone will call me to address the problem. They have not called me back. I am asking for $300 refund from the company to pay for the repair work I had to do because of them.Business response
10/02/2024
Thank you for informing us of your concerns and we apologize for any frustration. Our branch manager has discussed the resolution with and we are crediting back the card to account for any damage. We hope to work with you again in the future.
Sincerely,
Wind River Environmental
Initial Complaint
08/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On April 23, 2024, ******** (owned by Wind River Environmental) was scheduled to pump our septic tank on our residential property. The person who they sent to do the job dug in the wrong location and damaged our distribution box and was unable to complete the job. The company sent someone a few weeks later (05/07/2024) to inspect the damage, but he was unable to determine how to fix the distribution box or what kind of box it was. The box was clearly damaged and was gushing water on the initial visit, but was no longer actively leaking when the second ******** visited. I have followed up on several occasions since ****** speaking to Wind River's corporate office customer **********************, emailing and calling our regional Wind River office, and speaking to a local ******** customer ********************** person, but no one has followed up to resolve the issue. We still have a hole in our yard and a broken distribution box.Business response
09/17/2024
Thank you for bringing this to our attention. We apologize for any inconvenience and delay in resolution. Our branch Manager reported on his visit on 9/17/2024 where he reviewed the system and explained nothing was damaged The system has infiltrators for the drain field. He expressed you were satisfied with the resolution.
Thank you for your business,
Wind River Environmental
Initial Complaint
08/26/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Wind River charged me $618.57 to pump my septic on 8/12/24. After a few frustrating attempts, horrible customer ********************** and outright lying, they never pumped my septic. But the kept the money! The promised a total refund twice within 72 hours. That was 12 days ago. I have a large credit card bill and am getting a run around from this company. THEY DID NOT PROVIDE ANY SERVICE. Please help me get my refund back.Business response
08/30/2024
Thank you for bringing this issue to our attention. We apologize for the negative service experience and subsequent delay in resolving your billing concerns. We have fully refunded all moneys charged to the card on file and adjusted the account balance to $0. We hope you will give Wind River the opportunity to serve you in the future and provide an improved experience.
Sincerly,
Wind River Environmental
Initial Complaint
06/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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
- 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
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
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
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