Complaints

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• Initial Complaint

  Date:09/06/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  The owners name is Patrick K****. He and ********* Water and Sewer installed a new main water pipe to my home on 8/12/22. I was told by Mr. K**** or one of his four employees that they had to dig up a rose bush to install the new pipe which they stated would be replaced. They also dug up the ground cover around the rose bush but did not save the ground cover which could have been replanted. The rose bush was replanted by Conn-Professional but it was died. A few days later an employee from Conn-Professional came to seed the area they dug up. I explained to the employee that there was ground cove, I didn't have any grass and I did not want any grass. I asked him not to see the area with grass. I went back into my home. The employee went ahead and seeded the area with grass seed. I phoned Mr. Kraft and asked him to remove the grass seed. Mr. K**** said he could only do any work unless the work was ordered by ********* Water and Sewer. He did not state that they were only only required to reseeded grass. I emailed the Director of ********* Water and Sewer about this problem. I received a response that they only authorize lawn seeding. I sent Mr. Kraft an email asking him to remove the grass his employee seeded after I told him not to seed the area the company dug up. I also asked he replace the rose bush as I was told by his company. I think it was him but I;m not sure because he had five men working at my home. Mr. K**** did not respond to my email. I am a disabled 72 senior citizen. His company needs to replace the rose bush and remove the grass they seeded without my permission. There is not any grass in my front yard and I asked his employee not to seed the dug up area with grass but he did without my permission. I can provide photos and will forward you my emails to this company.

  Business Response

  Date: 09/06/2022

   

  Good morning: I am Patrick K**** owner of Conn-Professional Water Services. We were called to a emergency water service leak by the Town of ********* Water and Sewer Department on 8/12/2022. When we arrived and before we started the work process we were confronted by the homeowner at the front door telling us to leave because she filed 27 complaints against Eversource Gas because they ruined her house and yard and she has a restraining order on the company and they are not allowed on her street. ( I was there with the Eversource gas mark cbyd person)  I went on to tell her i was not with them and i was hired to repair the water service leak and was hired by the water department. She went on to say she did not want me or my company to be onsite, i advised her the importance of repairing the leak because it was wasting water and during the severe drought it is important to repair as soon as possible along with the fact that the roadway was undermining.

  After my crew arrived and a representative of the water department ( Antonio D****e) we began saw cutting the roadway and excavating to replace her leaking line at no cost to her because the water department assumes the ownership of the service from the water main to the curb valve. Antonio went to speak to her and explained what was going to happen and explain the process. We completed our work with constant aggravation from her in the doorway and after all was repaired she said she was very happy and we worked very professional unlike Eversource Gas. 

  Just before we were getting ready to leave she came to the door and told us she had no water. Antonio went to talk to her and said he would like to get in to see if he could find out why and check her faucets but she refused to allow him in, Antoni then asked the Police officer to come and talk to her and go with him inside but after they tried to explain they cannot help without getting in and she if there was a problem she refused to allow them in but did come to the door and say she has water now ( most likely air in the line until bleed out)

   

  I did receive a call from her stating the rose bush died and the grass was planted and i explained to her we work as directed by the water department and she would have to call them and request us to come back. She was very upset but there was nothing i can do because we only work off work orders as directed by the Town. I did call the water department ( Antonio) and explained that she called and i was told she has been calling non-stop since the work was completed and i was also told ( but was aware of) that the rose bush and wall that she had built was on city property and she can not put any shrubs or plantings in the R.O.W per water company regulations and if she persists they would make her take down the wall that was also built on city property.

   

  I think you may understand what is going on here with her age and complaint issues.  I feel bad for her but she should not be above the rules that all others have to follow.  

   

  I also think even if the water department hired us to remove the grass and plant a new rose bush there would just be another complaint waiting in the wings

   

  I have been working for the Town of ********* Water Department for the past 30 years and have been in the business for the past 45 years and this is the second complaint ever received and the first was of the same nature by a very similar aged person and i think that speaks volumes of our quality work.

   

  I just can not go and complete any work without the permission of the water department

   

  Respectfully submitted:

  Patrick K****

  Customer Answer

  Date: 09/06/2022

  ***** ***** ****** *********************
  ***** ******** ********* ** **** **** **
  *** ******* ********* ***********************
  ******** ****** ***** ** ********* ** *********
  
   
  
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  You must get a lot of satisfaction resolving issues. This owner would not even respond to me but within a few hours of receipt of the complaint he is willing to do what he should have done in the first place.

  Patrick K**** absolutely told me they would replace the rose bush before his workers dug it up.

   

  Please close the case as resolved. I doubt the water department will object to the work he should have done in the first place.

  Again, thank you for your help.

  ***** ******