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:01/11/2023

  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.

  Monthly charges for leasing equipment and the equipment was not checked and it ran out of salt for 3 months to overspill water on my cellar floor. Every time I spoke to the rep. or manager, I was told that no one could come until before 3:pm. I work and am not at home until after 3:00pm. I then told them I would be home on Fridays. Someone came out this past Friday and thought he had solved the problem. The problem was not solved, so I called back early Sat. morning only to get the answering machine who called me back and told me to try and bypass the unit. When I called Monday morning I was told even with water still in my cellar that absolutely, no one could come out and was not sure when someone could. This has been the service since we began leasing, not to mention many issues before that.

  Business Response

  Date: 01/12/2023

  ************** is correct in some of her email. On the service side of thigs it is accurate that there was an issue with the equipment that resulted in water on the floor. A tech went out on 12/20/22 and replaced the drain line which he deemed to be in poor shape and leaking. Lack of salt would not be a contributing factor to a unit leaking. When ************** called back on Monday she was adamant that somebody come out that day. The customer service rep who answered asked her to please hold so she could check with me and see what we could do to get somebody out there today. Before she could even place ************** on hold to work on sending a tech out, ************** informed her she would be calling the BBB and hung up and did not call back. 

  As for salt deliveries we have tried to be as accommodating as possible. While I understand that ************ works Monday-Thursday until 3:00pm it is logistically impossible to redo an entire route consisting of 25-30 people to accommodate one customer's specific time frame. The only delivery route we have in ************ where ************** lives, is on a Tuesday. We are more than willing to deliver salt on a will call basis on Fridays with enough notice. We are also willing to deliver and dump salt when a customer is not home. Many customers will give or leave us a key or leave a door open. Unfortunately this was not an acceptable option for this customer. 

  We will reach out to ************** today and send a service tech out tomorrow as we are in her area and as stated by her, she is home on Fridays. I am not sure what if anything is still leaking but we will absolutely address it. We take calls pertaining to leaks very seriously and make them a top priority. 

  Customer Answer

  Date: 01/12/2023

   
  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,
  
  *************************