Complaints

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• Initial Complaint

  Date:02/26/2024

  Type:Billing 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.

  They came out to do a back flow test on 8/15/2023 and there was also a leak that was fixed. It turns out, within the next week, we saw there was still a leak in a different location. The water bill was $400. They came back out on 8/30, and he brought a trainee with him. They charged us for fixing another leak, which should have been done the first time. The first invoice was #*****. I agree to pay that and for materials they needed. The total was $256. They are charging an extra $80 and then another $95 for regular service charge.

  Business Response

  Date: 03/08/2024

  To Whom It May ***************** received a call from ********************************** on August 14,2023 requesting a service call for the testing of their lawn irrigation backflow device and reported there to be a constant leak on the right side of the home. August 15, 2023 our technician performed the backflow testing and located and repaired a mainline leak on the right side of the home (Invoice #***** Total Invoice $216.00 - Attached).
  

  Over (2) weeks after the mainline repair (On 08/30/23)************************* reported there to be a constant leak on the right side of the home, in a different location to the initial reported leak as stated in Mr. *********** complaint. The same day, 08/30/23 we were able to have our technician and laborer who were working on a large project stop by to assess the system. During this visit they located a valve in which was seeping (not closing all of the way); therefore, requiring the replacement of the valve for zone #7. (Invoice #***** Total Invoice $215.00 - Attached).
  

  Mr. Swearingens Complaint:
  Within the week, we saw there was still a leak in a different location The additional leak was reported to us (15) days following the mainline repair.
  They came back out on 08/30, and brought a trainee with him There are no trainees within our company. The laborer who assisted with the replacement of the valve has worked in our installation department for an extended period of time and is experienced in all aspects of lawn irrigation systems. Additionally, had the laborer not assisted with the repair, the repair would have taken a minimum of (2) hours, if not more, for (1) technician to perform. Therefore, would have been charged double the regular service charge/hours at $95.00, rather than the discounted labor for the laborer hours at $80.00
  They charged us for fixing another leak, which should have been done the first time In the event the additional leak was reported during the initial call
  They are charging an extra $80 and then $95 for regular service charge The $95.00 is for the technicians service charge/labor hours, the $80.00 charge is for the laborers labor hours as shown on the invoice for the 2nd repair requested (Invoice #*****)
  

  We rely on our customers to report all issues at their residence, within their lawn irrigation system accurately as we do not monitor systems. Had we have been made aware of (2) separate leaks, in (2) different areas,we would have scheduled them accordingly. However, two different issues, in two different areas were reported on two different days. Thus, we performed all services as requested.
  

  Additionally, all service calls are scheduled on estimated time, with billing based on actual labor hours performed and material used.  During the 08/30/23 visit both,the technician, and ******* performed work at the residence; therefore, the regular labor hour ($95.00) and laborer labor hour ($80.00) is chargeable. No adjustments will be made to the services we performed.
  

  Finally, we have yet to receive payment for either services requested and performed, nor have we received payment for the testing of the backflow, totaling $431.00; therefore, the account has been forwarded to collections. 

  Should you have any questions or if I can be of further assistance, please contact me at ************.

   

  Best Regards,

   

  *************************