Complaints

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• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At approximately 1:30am on June 24 our Pacific Water Conditioning tank stored in our garage burst causing an excess of water to flood our garage, shelves, cars, walls, ceiling and personal belongings nearby. It was not noticed until 9:30 am when someone reached out asking why so much water was gushing out of our garage and flowing down the driveway flooding the sidewalk. I quickly then noticed what was happening, turned off the house water supply myself to stop the flow and came to notice all of the damages that had been caused. I then reached out to the corporate office twice for assistance, waiting for a technician as directed, and then Gary made it out to see and discuss what had happened. I showed Gary some of the damages that had been caused and he had mentioned that he will cover all of the unexpected costs. His contractor never contacted me after 5 days so I went ahead and reached out to my own contact. After visiting my garage and tearing out the drywall they found mold and we have also had swarms of small bugs around our house especially in rooms above the water damage. The Specialized E-Mountain Bike was soaked to its core after 8 hours of flooding and the skateboard from the shelving unit is also water logged. The biggest issue for me personally is the $300k+ Porsche that was completely stained from water minerals, again from the 8 hour shower it received. The car had to undergo a full 3 step paint correction process to fix the paint and we’re still battling the glass that has been etched with spots. Now, fast forward to 7/21/23, another technician came out to service the tank and left off the protective cover that he had to remove off the old tank in order to service the new tank itself. Imagine if the tank were to burst again uncovered. Overall, I’m extremely disappointed and frustrated that such simple negligence caused such a headache. I’ve attached various pictures and invoices to cover the damages and they will also be listed below.

  Business Response

  Date: 08/30/2023

  On the morning of June 24, 2023 (Saturday) at approximately 9:30 AM our office received a call from Mr. K***** indicating that a leak had occurred from the soft water exchange tank he rents from our company. At the time of Mr. K*****s call our service technician was attending to a different scheduled service appointment and could not respond immediately so our office contacted me at home so we could address this issue as soon as possible. I arrived at Mr. K*****s residence at approximately 10:45 AM. I knocked on the front door to the K***** residence and met with a woman,  whom i believe was Ms. K*****, She opened the garage for me to assess what had happened. She explained what had occurred and that Mr. K***** was not home at the time as he had left with the car that had gotten sprayed with water to dry it off. The items that i observed having gotten sprayed with water were a Specialized mountain bike, a battery charger for the bike, a skateboard, some personal items stored in plastic containers on a shelving unit adjacent to leaking tank. There was an area of drywall along the wall to the right of the tank and above on the ceiling that were also wet. An area of drywall approximately 8'X8' and an area of ceiling about 6'x8' . I explained that we would take care of what was damaged and make the repairs as needed to the drywall, mountain bike and other items. We discussed that we would arrange for a drywall contractor to come make the needed repairs and that he would contact them the first of the week to make those arrangements. Mr. K***** arrived about this time with the car that had been sprayed with water. There was no appearance of water spots visible. I took several pictures of the car. I offered to have his car detailed for him at Lavaggio Auto Detailing which is nearby his home but he refused. The following Tuesday he advised us that he would be utilizing his own contractor for the drywall repair. 

  On July 24, 2023 Mr. K***** submitted a claim to us in the form of a proposal to repair the drywall from his contractor, a receipt for the full purchase price of his mountain bike and receipt for nearly $3000.00 to detail his car. The claims he submitted we believe are grossly inflated and have no basis in the actual cost to make the repairs. We have spoken to several local drywall contractors and showed the pictures of the damage and their opinions are all very similar in that the price for the repairs are grossly inflated. We also contacted a local Specialized mountain bike dealer and inquired about the possible damage to the bike and cost to repair. They indicated these bike are pretty water resistant and are often ridden in wet conditions such as rain and water crossings on mountain bike trails etc. Since the bike was never presented for repair we have no credible estimate as to the actual damage. In addition we contacted several auto detail facilities and well as the local Porsche dealer and inquired about how an automobile such as this might be damaged by tap water. They couldn't see how that could cause the damage reported by Mr. K*****.

  We would like to resolve this claim in a fair and reasonable manner.

  Since we are not in agreement it was suggested that we refer this matter to insurance and let their professional adjusters assess the situation for resolution, but Mr. K***** declined.