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:09/06/2023

  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.

  I called to set up an appointment for water test for a refinance. And I told them this and they told me to collect the samples. They did the test and it passed. The mortgage company wants to show that a certified person was the one that collected the sample, not me. So I called them back and I told him hey this is what the mortgage company needs. You should have known this. Please have somebody come out and redo the test or give me my money back. They refuse to do both after doing the test and doing it wrong knowing that they're the experts and they're the one who's supposed to know this.

  Business Response

  Date: 09/08/2023

  We, James and James, have no criteria to require our personnel to collect the samples. If he knew that the lending agency required a third party to do the testing, that was information he would have needed to relate to us.  The rules for lending are not universal among the lending agencies with regards to water sampling.  There are many variables.  Some allow the homeowner (realtor, etc.) to do the collection, some require a third party (us, a home inspector, etc.) to do the sampling and others require no sampling at all.  Some require just Bacteriological analysis, some require additional samples like Lead and Nitrate, some require even more.   We are only the laboratory.  We don't have, and have no way of obtaining, a "catch-all" list to go by for people who are obtaining a home loan.  Had this gentleman requested a third party collection, this would have been done without delay.  

   

  He is correct, the samples were all within range.  According to him and an email he showed me, the lending agency requested that we falsify our paperwork and state that we did the third party collection.  I could not and would not do this for him.  Since I didn't, he wanted us to go collect it and analyze it for free even though the error was not something we could have predicted.  With me not agreeing to take the financial hit for his oversight, he stormed out of the building and placed this complaint. 

   

  The part the gentleman left out was that, prior to his coming into my establishment, he had called and spoke with my office assistant yelling and screaming and cussing her because he had paid for samples that he could not use.  He was so aggressive on the phone that I refused to allow him in the office until I, myself, was in the office to address his displeasure and I had three additional men staged in the office to assist if the need warranted.  He was very irate and out of control. 

  Customer Answer

  Date: 09/08/2023

   
  I am rejecting this response because:
  They are the experts and I was clear that it was for a mortgage refinance. Secondly no ma'am I did scream or cuss at your attendant, even though she used every excuse in the book too blame it on me like waiting till the last minute which I pointed out that I only have a time limit because of their mess up. All I did was I insisted to talk to the owner and I went there and spoke with them. And if I was the person to yell on the phone why didn't I tell at the owner for refusing to refund me.  Instead I just stood up and left. 

  Business Response

  Date: 09/19/2023

  We absolutely are experts in the analytical field, not in the finance field.  The client stating it was for a mortgage refinance told us only the reason he needed a water test. Had he articulated that he needed a third party collection, it would have been scheduled as we do for countless others.  We have an employee that does this as his primary work load.  The lady he screamed at is 70 years old and everyone within earshot of her desk heard the conversation.  I would not have felt it necessary to have my male maintenance crew available at the office in case of trouble if this had not been the case.  The client should have noticed three men standing around the office when he entered.   I'm sorry he did not feel the need to speak with me in the manner he spoke with my staff.  The bottom line is this; he asked me to either falsify my report or come collect and reanalyze the samples for free.  I am a company of higher standards and would not agree to falsify my data. The fact he asked states his standards. I was willing to meet him in the middle with the re-sampling need; even after he addressed my staff in this manner.  Since he "stood up and left" I did not have the opportunity to share this information.  I request that he seek his services elsewhere.