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:08/04/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  ***** from Aquatech Mechanical per my conversation with ********** customer relations has chosen to end his relationship with me, instead of spending the time to accurately diagnose and repair the ductless ********** air conditioner unit he installed. Everything was great up until the installation. ***** had tons of time to answer questions and address concerns, unfortunately once he was paid the majority of the balance he was much less friendly, mostly unavailable and occasionally insulting.The contract clearly states that 'Aquatech gives 3 year labor guarantee on all work'. He hasn't for-filled the terms of the contract.

  Business Response

  Date: 08/10/2023

  *****, thank you for the review. I'm sorry things didn't work out between us. Please update your review to include the fact that we went above and beyond to satisfy you. I believe we addressed every concern you had, but I would like to make a list for you:
  
  Note: these were not part of the contract and were done for FREE to try to satisfy you.
  
  1) removed approx 15 old cable wires at your request which were behind your old units and you couldn't access.
  
  2) Added a $300 condenser water pan plus approx $500 in labor, plus a special trip because you didn't like that the condenser dripped water occasionally. This is our first time installing one of these pans in 20 years of experience and hundreds if not thousands of condensers.
  
  3) Moved the electric circuit from one electric panel to the other because you were overloading your panel.
  
  4) Gave a significant discount because one of our workers accidentally broke a branch off a **** (which you called a tree) which was directly in front of where the hole needed to be drilled to install the basement living room evaporator head.
  
  In addition we answered all calls, texts, or emails within a reasonable amount of time (which I deem to be 24 hours). However when you called you expected your answer in an unreasonable amount of time (15 minutes?), and if you didn't get an answer in that amount of time you would call and overwhelm the office every 15 minutes.
  
  Most importantly, you have a beautifully installed system that works flawlessly. We fulfilled our contract with flying colors and I'm sorry that you felt the need to leave a bad review. I hope you reconsider and make this the 5 star review your job deserves.

  Lastly and most importantly, I addressed every concern you have including two more NO CHARGE visits to determine that our machine was not causing the musty smell in your basement.

  
  Thank you,
  *************************
  Owner

  Customer Answer

  Date: 08/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The issue with the unit has not been resolved.  The business has not responded to my messages per our contracted agreement. ***************** say its resolved but the fact is , it is not resolved. 

  2. He boasts about successfully routing the water away from the house, something he should have done in the first place to avoid water damage.  What he didn't describe was the $2400 in damage (see attached) he caused to my water drainage system drilling holes into it.  

  3. moved electric circuits? This didn't resolve anything.  If he would have followed up and asked how things were working he would have known this.  

  4. He says broke a branch of a ****... this is an example of his constant stream of insults he calls communication.  He killed a white spruce, which is in fact a tree.  He could have asked me and I would have told him not to kill the tree.  

  5. every call I made was to follow up on some negligence on the business part.   Why else would I call? 

   

  See attached receipt for another service company, he didn't even bother to fill in the holes he made with spray foam, he used some smelly puddy that was stinking up the place.  

  See cost of replacement tree attached and receipt for damaged water lines outside house.   

  Also he told ********** customer relations that he wanted to end our relations before resolving all issues related to the installation, property damage and overall wasted time on my part dealing with these unprofessional issues. This also costs me more money paying for another service contract someplace else.  

   

   

   

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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