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:03/05/2025

  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 this company to service a grinder pump that went down in my house on 2/28/25.I was made to pay a $600 fee for them to come out and supposedly service the pump.When the technician arrived he checked my power box and then went to look at the pump. On inspection, he told me that the company did not service my type of pump and couldn't replace it. I was quite upset that I had signed a paper for a $600 non-refundable charge if they don't even service my pump and called the company. I was told that they wouldn't know until they came out. The company did not ask me on the phone what kind of pump I had at my house. If they had asked, I would have told them and called someone else who does service them right on the spot. Even the technician who came knew who I should have called for my type of pump. I had to then call that company and pay for emergency service since it was already after hours by the time this all took place. I called Williamson and asked for some of my money back (in good faith) since they don't even service my pump. I was told that was not going to happen. When I tried to explain that I actually thought that it was not right, I was told that it was the fee for coming out and that's what the owner wants. The service director then hung up on me. A few hours later I got the receipt for the charge to my credit card for not only $600 but for an additional $38.10 (I have no idea why) plus tax for a grand total of $661.80. I find all of this deceitful and bad business practice. I would NEVER have hired them if they asked my what pump I had. They wanted to sell me a different pump after I asked if the $600 would go towards it and the cost of the pump was $5083 after the $600 was taken off. This was out of my price range. The other company who helped me and services my pump gave me three separate options no where near this cost. I was furious about this entire interaction with this company.

  Business Response

  Date: 04/14/2025

  In response to Ms. ******** complaint, Williamson was contacted for a down septic grinder pump on 2/28/2025. We dispatched our service team per her request after taking the required $600.00 plus sales tax service charge. The technicians discovered that the pump needed to be replaced and Ms. ****** was given a quote for the replacement. She was explained if we perform the work the $600.00 charge will applied towards the repair. She was not happy that we did not carry the identical pump in house, but we did carry the competitors direct replace which was quoted. The customer then decided not to move forward with the repairs with Williamson and asked for her service charge back which we declined. Ms. ****** then filed a dispute with her credit card company which has pulled the funds from our account and refunded them back to the customer. The additional charge Ms. ****** identified in her complaint was a 3.95% fee our third party processor charges. 

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23013655
  
  I do not accept the business's response as a resolution to my complaint because: I was never informed that they did not service or carry this pump. The difference in cost between this company and the company I then had to hire was $4000. If I was asked which pump I had and was told that they didn't service it before they came, it would be a different story. They were at my home for a very short time. It would have been 10 minutes if I hadn't called the company before the technician left so in all maybe 30 minutes. Thirty minutes can not be worth a $661 charge. 

  
  Sincerely,
  
  ***** ******