Complaints Policy

How to File a Complaint

If you have a complaint about the service you received — from the coordinator or from the assigned licensed contractor — we want to hear it. The escalation path:

1. Email contact@beaumontseptictanks.com with "Complaint" in the subject line. Include the date, contractor name (if known), and a description of the issue.
2. A coordinator responds within 2 business days to acknowledge receipt and gather any additional information.
3. We reach out to the contractor to understand their perspective and, where possible, arrange a resolution.
4. We update you on progress within 10 business days of the original complaint.

Escalation to State Authorities

If a complaint involves work that was performed unlicensed, work that violates TCEQ regulations, or a safety issue, we can help you file with the appropriate authority. Relevant Texas resources include:

• Texas Commission on Environmental Quality (TCEQ) — complaints related to on-site sewage facility permitting and installation.
• Texas Department of Licensing and Regulation (TDLR) — complaints related to licensed installer conduct.
• Local county designated representative — complaints specific to a permitted job in Jefferson, Hardin, or Orange County.

What We Cannot Do

We cannot refund payments made to the contractor (those are a contractor-homeowner matter), and we cannot compel a contractor to perform additional work outside the original scope. What we can do is escalate, document, and support your interaction with regulatory bodies where appropriate.

Timeliness

Complaints filed within 90 days of the service date are handled with full documentation and contractor engagement. Older complaints are still logged but may be limited by contractor record retention.