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:11/06/2024

  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.

  In May 2024 they came to open the water spigot/sprinkler system in our house that that winterized for the winter season. When they opened the water we noticed the water spigot was not working anymore. We called them and they said they were going to send a technician to check what the previous technician did or did not do, no pricing or charges was ever discussed. A technician came to the house for approximately 15min and said he was going to look around/check what the previous tech did or did not do. He then did something to the spigot and left and didnt say anything he did or how much the cost was, WE DID NOT AUTHORIZE HIM TO FIX OR REPLACE ANYTHING FOR ANY PRICE. Later we received a bill for $225 for the work he did, we never received an estimate of the cost, were not explained to what he was going to do and did NOT agree to any of that work to be done. He was solely supposed to come check why the spigot they winterized was not working after they turned the system on. Aquamist claims he was there for 1 hour as well, but we have surveillance camera that shows he came and left within 15 min. We tried and tried to call Aquamist and understand what is going on, but they refused to answer the phone, and their secretary/manager told us her boss directed her not to answer our phone number and to block it. We finally called from a different number and they answered and told us they will not explain the costs and will be canceling our account with them and sending the bill to collections. We are disabled and elderly and have never been treated this way, we were with Aquamist for 9 years with no payment issues ever, but they decided to act in this manner over this false bill, and disregard our history with them. We continued to try to contact them and they refused and sent the bill to collections. Their low score business reviews align with the way they treated us and continue to lie. We are requesting the bill to be removed from collections and our history.  

  Business Response

  Date: 11/15/2024

  We are in receipt of the dispute for the charges of the service visit on 05/29/2024. 
  
  System was started on 05/24 and we received a phone call from Mrs. ***** stating that the hose spigot that gets turned on at the start up was not on and that this is something that the technicians do at every visit. With that request, a service truck was dispatched for an appointment on 05/29 even though we keep meticulous notes on each account and do not have any notes regarding turning the hose spigots on/off at this location.
  
  All of our service trucks are equipped with *** tracking. We have checked the *** tracking for this service call.  The service truck arrived onsite at 7:47am and departed at 8:46am which equals the one hour of labor that was charged. No parts were changed and customer was not billed for any parts.
  
  We review each service ticket the following morning with our field technicians.  We had a very detailed discussion with him about this spigot.  In some cases, the sprinkler system is connected to a hose spigot so this was not an unusual request for us to receive.  However, in this case, the hose spigot is a completely separate component of their house and not related to the sprinkler system in any way.  The technician that was onsite explained that he had to search for the shut off valve for the spigot and never found one which eventually resulted in him removing the handle from the spigot and opening it with a wrench.  The searching and solution took him some time, hence, why he was onsite for one hour.  Based on that information, that it is a component of their home and not related to the sprinkler system in any way, it is a billable service call.
  
  When the invoice was emailed to the customer, it stated that we would no longer provide this plumbing service to them and to contact a local plumber in the future for this service because it is work that is outside of the scope of the irrigation services we provide.
  
  We had several phone conversations with Mrs. ***** and exchanged emails trying to get a resolution to this.  We offered to split the charges and were turned down.  Eventually this account was turned over to collections due to non-payment.  Mrs. ****** son called the office and was accusatory of us treating his mother poorly and not taking her phone calls.  We explained to him that we did in fact take several of her calls and then it was turned over to collections when no resolution was made. We simply cant be having the exact same conversations for lengthy periods of time and not making any progress.  He stated we are treating her poorly because she is a senior citizen and disabled and that cant possibly be further from the truth. 
  
  As you can see from the information above, this is a billable service appointment.  When a service call in put into a company, of course charges will be assessed.  Thank you for understanding the situation.

• Initial Complaint

  Date:10/28/2024

  Type:Billing 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.

  Aquamist breeched their contract by overcharging my wife to open her patio irrigation system, In addition, due to fault workmanship i was forced to hire another firm to remediate their ********** wife and i have repeatedly asked them to correct their billing, and they refuse to do so.I am hopeful that I do not have to initiate legal proceedings for damages.

  Business Response

  Date: 11/05/2024

  Aquamist techncians were contracted to perform a start up of the sprinkler system.  On 06/06/2024 Technicians performed start up and replaced broken emitter tube lines to flower pots, as well as added emitter tube feeder lines to (3) additional flower pots per the request of Mrs.****.  Upon completion of work, customer refused to pay stating that she could have purchased the parts on Amazon for half of the price. Technicians explained to her the extent of the work that was performed as well as the labor involved.  She still refused to pay.  Technicians were directed to remove the lines that were installed since customer was refusing to pay.  ************** saw them begin to remove the newly installed lines,she threatened to call the police and demanded that they leave right away.  They departed the site in a hurried manor.  A bill was sent to customer for payment of services rendered (start up of system, lines and labor Invoice ****** $805.58).  No payment was received and account was sent to collections.  Aquamist received a partial payment in the amount of $425.00 on 10/03/2024.  The balance of $380.58 was written off and collection activity was ceased.  The Aquamist account has been closed with a zero balance.  Invoice attached showing zero balance.