Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/20/2024

  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.

  I called Accurate Backflow regarding Backflow at my home that needed to be tested. Turns out no one tested my Backflow last year even though I had already paid previously and was under the impression that someone had tested the Backflow at my home, but the company reported to ************** in their system that Backflow at my home was tested. I called this year in 2024 since I got a notice that Backflow needs to be tested for this current year. A month later received second notice from ************** that I have late fees since Backflow hasnt been tested. I immediately called Accurate Backflow company and told them I thought they were scheduled to come test the Backflow a month ago. But they stated that I never called them, but I can prove I have spoken to them twice. Everyone I have spoken to at this company has been extremely difficult to deal with, disrespectful, poor customer service, and I was told that they cant assist me further because I need to schedule appointment, but they are booked. Therefore, resulting in being told by them that I can no longer be a customer of theirs anymore.

  Business Response

  Date: 04/07/2025

  To address the BBB complaint, here's a summary of the situation with Ms. ************************* are two properties associated with her account that have different testing schedules, which seems to have caused confusion. We don't offer automatic scheduling, and while one property was scheduled for testing in 2024, the other was not. The customer mistakenly believed that scheduling one property meant both would be automatically scheduled.
  Regarding the property in question, backflow testing was successfully completed in 2023, and passing results were reported to **************. We're not sure why there's confusion about this, as Manatee County records confirm the passing test results for 2023.
  We couldn't complete the backflow testing in 2024 because the County's allotted time frame had passed, putting the property in non-compliance status. Our staff explained this to the customer multiple times, both over the phone and in person, but it seems she didn't fully understand the situation.
  
  To clarify, we were hired and provided service in 2023. We couldn't provide service in 2024 due to the expired time frame, and therefore, the customer was not charged

• Initial Complaint

  Date:04/13/2023

  Type:Service or Repair 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.

  I called them sometime in mid February before i left for a trip in early March. A month elapses and i havent heard from them but i did get a letter from Manatee County reminding me to do this required test. The letter arrived while i was in Virginia but my wife sent me a copy. I again called Accurate and left a message. No response until April 6 at which time they apologize for not responding sooner and say someone will be out by April 20. The due date for the test was April 11. Meanwhile having not heard from Accurate i called someone else and scheduled the test. They came April 11 the last day the test was due. They billed me for the test already. $33.99. Accurate is saying i should of called over Easter and cancelled the test. I had one day to do this. April 10. Thats unreasonable. They were not saying the test would be done before the due date and i had no way to know who to cancel with as it was the last day. Accurate stated to me they acknowledge not getting back to me in a timely manner. I booked someone else because of this. The weekend before the test was due they call and i was busy over Easter and they were closed. It was their delay that caused me to have to rebook. I did try to contact them but they waited until it was too late for me to cancel in a reasonable time. Next time they should answer the phone or return a call with more than a holiday weekend before its too late.

  Business Response

  Date: 04/13/2023

  I've instructed my staff to void any pending charges on your account (as they said you haven't actually paid yet).

  I've also reviewed the chain of events and history in our system and don't believe this situation warranted a complaint with the BBB.  It is always our policy to be flexible and work with customers to make it right when we mess up.  In this case, I do not believe that's the situation. 

  As such, I'd respectfully request that you get your testing done by another company in the future.

  All the best,

  Gabe

  Customer Answer

  Date: 04/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************