Reviews

Review Details

• Review fromJames B

  Date: 03/03/2025

  This is yet the worse service I have come across ever in my adult years. This place is a scam and they do not care about there community. Instead of resolving issues they create them continuously and lie to there members without hesitation and think it is okay. The up charge plot giving said protected services for families whom need particular assistance with older floor plans regarding Sewer/Septic are non existence even in fine print established by company. This business has neglected there said services and continue to build bad rapport with a growing cliental with same issues. This business is not what the community needs and is a disservice to the Southwest Virginia region as it needs to be reestablished as soon as possible.

  BVU Authority

  Date: 03/05/2025

  We are grateful to the customer and the BBB for allowing us to investigate this issue and work toward an acceptable resolution.
  Dear Customer, our team is aware of your concerns regarding septic service and the available options for your property. BVU Authority (BVU) is committed to delivering fair and reliable utility services to all customers.
  Septic Maintenance & Your Property
  Our records indicate that your property has two septic tanks serving different parts of your home. BVU has been servicing both tanks under a courtesy program, which is designed to assist homeowners who are not connected to the public sewer system. Additionally, BVU has allowed your standard monthly fees to cover the inclusion of both tanks in the maintenance program, and you have not been charged extra for any additional levels of service.
  Routine Pumping & Additional Costs
  • BVU’s program includes routine pumping a minimum of every 5 years. Your septic tanks were last pumped in 2020 as part of this cycle.
  • In April 2024, you requested additional pumping outside of the standard schedule. BVU approved a one-time courtesy reimbursement; however, additional maintenance beyond our standard schedule cycles remains the homeowner’s responsibility.
  If conditions or usage factors require more frequent pumping, customers have the option to arrange private maintenance between BVU’s service cycles.
  Connecting to Public Sewer
  Your home sits at a lower elevation than the nearby BVU sewer system infrastructure, meaning a privately owned pump system would be required for connection. If you choose to transition to a standard BVU sewer connection, the following steps are necessary:
  1. A pump system installed and maintained by the homeowner.
  2. A licensed contractor to complete the connection.
  3. Payment of a sewer tap fee, along with all private property infrastructure costs.
  BVU is responsible for maintaining its sewer infrastructure, but we do not install or maintain pumps or lines on customers' private property.
  Waived Sewer Connection Fee & Next Steps
  To assist you in this transition, BVU agreed to waive the sewer connection fee as a courtesy. The last time we spoke, you mentioned that you were currently working with a plumber who was supposed to contact BVU. We look forward to hearing from them and are happy to coordinate as needed.
  How BVU Can Assist Further
  As recently as February 2025, BVU inspected your septic tanks and found no visible issues. We encourage you to:
  • Work with a licensed contractor to assess your options for a new sewer connection; have your plumber contact BVU so we can assist in coordinating this transition, or
  • Work with a licensed contractor to assess the current condition of your private property infrastructure, including sewer laterals between your home and septic tank. This will allow you to continue with BVU’s septic maintenance program, keeping in mind our five-year service cycle limitations.
  We value you as a customer and will continue striving to provide clear and fair service. If you need further clarification, we will do our best to assist.