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:08/29/2023

  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.

  The company was hired in April to install a water supply system at our house. This was to include catchment tank repair, a new pressure pump, new filters, and the cleaning of the existing roof and gutters that feed the tank. Despite two field visists to ***** the project, the final bill was increased over $1200 from the original estimate, and they refused to clean the roof one day before solar panels were to be installed.The water pump and uv filter leaked after installation. The uv filter was "fixed", and the pupm was declared to be faulty (not his fault). There was a long period of time (months) with little or no communication while they argued with the pump manufacturer. All the while water was leaking under our house. Eventually the pump was replaced. I asked them to turn down the pressure, they did not.The uv filter contunued to leak. When I reached out to the company, they ignored my messages for two months, before finally replying that it was not their problem. The uv filter is still leaking today, and has caused structural damage to the sheer wall in my basement.The water catchment tank started leaking. I asked for a repair or a refund to hire someone else to repair it. They said they would be out that week to repair. They never showeed, and there was no communication, and now they refuse to reply to texts.

  Business Response

  Date: 09/21/2023

  *****,
  
  When I was first contacted by this customer in April it was the wife/gf who initially reached out and she was the only point of contact. She told me she recently moved here, put everything she had into this and was looking to fix and flip the property. Before inspection began, I let her know I do not do band-aids. If something is wrong I will not band-aid, I will either pass, repair or replace. She said she respects that an we continued with the assessment. I did an initial walk through to see exactly what needs to be done for the water system. I let her know the house is in terrible condition, she laughed and understood. I let her know I have experience with all the work she needs done but since it was a project it will take some time, again she understood. Since, as I explained to her the house itself and water system was in terrible condition, I knew to communicate every step of the way. (In my experience with a house in this condition theres always things that come up, so its best the owners know immediately). during the initial walk through, she asked me about pressure washing the roof I told her that the slope of the roof (may) be an issue but I wont know until I get up there. She said ok, and immediately asked me when Im up there can I patch up some leaks in the roof. I told her Im not sure Ill have to see. Its important to note that I explained to her, that she doesnt have any access to water so I wont be able to pressure wash the roof until the water tank (and system) is complete and shell also need electricity running to the pump. She then tells me thats not going to work because the solar company wont be able to install the solar panels on the roof until its pressure washed so no electricity until then. I expressed empathy for the situation but I told her theres not much I can do without access to water. She asked if I would be able to spot clean in the area where the panels are planned to go then come back after the panels are installed and pressure wash. I said, theoretically I could bleach spray the area but I wont know until I see the condition of the roof. I explained that algae build-up on the roof makes it very slippery and dangerous, plus adding bleach will make navigating the roof impossible so theres no guarantee Ill be able to do it. She said ok and again asked if while Im up there can I patch up the leaks in the roofing. Again, I responded Im not sure. She walked me through the inside of the house and showed me where she thought the leaks were. I followed her through the house and observed. I told her Im not sure if its the actual roof thats leaking from my experience it may be the area around the plumbing vents coming from the bathrooms thats leaking but I wont know until Im up there. She said hmm ok and said please do that and patch them while Im up there. Again, I said i will have to see. Next I did an inspection of her tank. as Im inspecting the tank I pointed out various visible rust spots on the outside. the inside portion of the tank was not visible because the old liner was still in the tank. I let her know judging from the outside she will need a very thorough rust treatment. I explained the tank itself seems to be in solid condition but I told her it was hard to tell because the tank was spray painted with graffiti all over but from my inspection i concluded both outside and I told her although I cant see it, I can pretty much guarantee the inside is going to need a rust treatment as well. Next she walked me through the area where pump and filtration system would be located. For her system I recommended against ** and suggested a Clean Water Filter Pack With a Quantum Unit, it makes the water potable and doesnt use electricity. She said shell look into it. Next she asked about pumps, I told her she has 3 options and one of them Im unfamiliar with installing. She can get a small off grid pump, which Im unable to install and Im also not sure if its powerful enough for her big house especially bc its a very tall, 3 story house. Other 2 options was an on demand pump Or pump and pressure tank combo. She asked about price and compared the 2. She decided on the Grundfus because of the quality and not having to worry about a pressure tank. I said ok, its going to take some time to get the pump shipped over. A few days after the inspection I sent an invoice she accepted and told me she wants to pay for the work in advance. I said, I preferred to get paid when the work is complete just in case there are complications. She said shell pay for the invoice now, and after the work is complete if there are balances shell pay the difference. I said ok. When work began, there was a light drizzle, I went up the ladder to inspect the condition of the roof it was terrible, way too much algae and no clear access to the area she wanted soft washed. I explained to her its much to dangerous and I wont be able to do it. She was clearly upset and asked me if I was sure. She was frustrated and told me she needed it done in order for the solar company to install the panel. I told her I understand but theres no way Im going to be able to do it. Its far too dangerous not to mention I dont have access to water to get it completely clean and manageable to be able to walk on it. Essentially she was asking me to walk on the roof while its slippery and algae filled and get to the point of the roof that the panels will be installed. I simply told her I wont be able to do it, its far too dangerous. And I immediately offered to refund her for the pressure wash service, since she already paid. Shortly thereafter, we began to work on the tank. We removed the liner, and began the rust treatment. The inside of the tank was in terrible condition. Worse than I had initially imagined. We began to do a rust treatment from the inside, it was only then could we realize the panels were rusted all the way through. I immediately informed her, The inside is in terrible condition and the panels were rusted all the way through. She then asked if I could just patch it ? I told her there are ways she can patch it but I reminded her that I dont do band aid jobs and especially where the rusting was located on the top and bottom panel near the seam, I do not recommend patching the panels they both will need to be replaced or else the tank will eventually explode from the weight of ****** gallons of water. (water is 8 lbs per gallon, so essentially ****** lbs of water pressing against a rusted out seam) She asked if I was sure there was no way to patch, again I told her, there may be way to patch it but I dont recommend it and I do not do band-aid jobs. She reluctantly agreed to replace the panels. The catchment tank metal panels are expensive, large and the labor is intensive. No one was expecting this was going to happen but it needed to be done. So I adjusted the invoice (difference) to reflect, a refund of the pressure wash and additional 2 catchment tank panels + labor to remove old rusted panels, travel and transport new panels + installation. After all the work was complete, they recorded me explaining all aspects of their system so they would know how to maintain it then we left. Later on she noticed there were 2 small leaks. One in the pump and the other with the uv. Both are manufacturer defects. I immediately got her a warranty for the uv quarts sleeve and I explained to them what it is and how to so it bc they will have to change their bulb in a year as well. However, I told her the pump will be a little difficult because i had to ship it over. This is where the trouble continued. The pump was covered under warranty but the pump company said it would take 10 days to ship a new one and they would first need to do an inspection of the old one. So, the owner (understandably) was unwilling to be with out water for 10 days. But she was also not willing to be patient while i figure out how to get her pump warrantied without her being without water for 10 days. The leak was very small and a pie pan was placed to catch the water while I brainstormed on getting her pump warrantied. She continuously hounded me, I communicated to her that the pump company is not willing to send over a new one without first inspecting the old one. I told her the solution I'm considering is purchasing a brand new one out of my pocket and replacing it that way she won't be without water. She rudely said you're the business owner thats the price of doing business. not much i could say to that i guess. So, to be done with this transaction, that's what I did. I purchased a new one and replaced the old faulty leaking pump. Transaction complete. It was at this time I finally meet the husband (whom is making the complaint). The wife was not home at this time. He and I had a conversation I i reviewed my experience with him. Letting him know, I recommended against the ** bc they have issues as well as explaining the situation with the pump. He said he apologizes bc when his wife wants something she has to have it, she doesn't always listen to reason and she's relentless. I understood. I thought he and I had an understanding and I was done. A few days later, I received a text from his wife asking if I replaced the pump or if I just fixed it. I did not respond, I had fulfilled all obligations.
  
  

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20537911
  
  I am rejecting this response because:
  
  It does not address the issues of the complaint, just explains a one sided (innaccurate) history of events. The complaint is specific to the ** continuing to leak after it was "repaired" and a leak coming from the water catchment tank with no response from the business.
  
  Please also note the random $200 change in price on the estimates between the ** system quotes. One before, one after, same system.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/22/2023

  The original quote for the ** was a rough estimate as I informed the original point of contact. After actually going out and sourcing and purchasing the full system, it was higher than originally estimated so the quote was adjusted and made accurate as stated on the finalized invoice. Also the listed above events address all concerns. Thank you. 

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20537911
  
  I am rejecting this response because:
  
  The above listed events are innacurate, and do nothing to address the leaking tank and filter. We request a refund to address these issues. We will be filing complaints with local regulatory organizations as well, if this is not resolved.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 09/22/2023

  "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied."
  
  The business did not address the issues with the complaint, it just wrote out their version of the events leading up to the complaint. There were multiple innacuracies in that narrative, but even if there were not, it in no way addresses the issue at hand. There are multiple leaks on items that were installed by the business, and a complete refusal to repair them or refund money for us to have them repaired. I am not satisfied with your wording of this "resolution"