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:10/13/2022

  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.

  I hired Backflows Northwest ***** to perform my annual backflow testing as required by law in *****. I was with the inspector the whole time. In 10/6/22 I noticed a dripping water leak from the backflow testing valve: the leak was in the garage behind a technical door, so until I opened the technical area, previously only accessed by Backflows Northwest, I didn't realize they caused a leak. I have, in writing, a statement from the plumbing company clearly identifying the leak caused by untightened backflow adjustment valve s**** I notified Backflows Northwest about these findings, but, after sending over the pictures, they chose to deny any liability in this issue. I have not received a reply from them after submitting a written statement from the certified plumbing company that independently verified the root cause as the improper backflow testing. In short, I have written evidence stating that the backflow testing company did not do a proper job and I'm filing a complaint since they decided to not respond to the evidence submitted to them, identifying the backflow testing as the 100% cause for the leak.

  Business Response

  Date: 11/10/2022

  This customer reached out to us 10/7/22 to advise that the work that we performed on his backflow device on 11/21/21 had caused water damage in his home.  Nearly a year after our backflow test was performed, there is no way to know if anything we did caused that water damage.  We explained to this customer that the type of backflow that is installed in his garage is not one that should go indoors in a room without a drain, and must be checked on regularly.  A quick search on the internet will show that a Reduced Pressure backflow is designed to emit water from the device even when it is in good working order. While we offered to investigate, the customer hired people to resolve some of his issues before we were able to do any investigation of our own.  He agreed to allow us into the area only after all of the repairs had been completed, and not for us to investigate but to demand payment.  This customer is very combative, and is not interested in seeking a resolution, only in demanding reimbursement for something that we may not be responsible for, we have no way of knowing.

  Customer Answer

  Date: 11/17/2022

  
  Complaint: 18221492
  
  

  I am rejecting this response because because of false statements in the response from Backflows Northwest. Please find rebuttal below:

   

  Claim 1:  "Nearly a year after our backflow test was performed, there is no way to know if anything we did caused that water damage.":
  

     - I have a written statement from the plumbing company that fixed the leak indicating, without any doubt, that the root cause of the leak was untightened backflow test valve s****

     - The only time this backflow valve s**** was touched was during the backflow test performed by Backflows Northwest. I witnessed as the technician loosened the s**** during the backflow test.

     - There has been no other access to the mechanical room, or to the backflow test valve s**** until the plumber tightened the s**** since we bought the property in 2021. 

     - The above facts establish. without any doubt, that the faulty worksmanship during the backflow test performed by Backflows Northwest caused the leak and subsequent water damage.

   

  Claim 2: "A quick search on the internet will show that a Reduced Pressure backflow is designed to emit water from the device even when it is in good working order."

    - Similarly, a quick search on the internet will show that the backflow valve test s**** is designed to be tightened properly to avoid continuous water leak.

    - The backflow system passed the test performed by Backflows Northwest indicating that the system is indeed in good working order.  Moreover, the issue at hand is not related to the design of the system; the only issue here is that the s**** was not tightened properly during the backflow test.

  
  

  Claim 3: "While we offered to investigate, the customer hired people to resolve some of his issues before we were able to do any investigation of our own.":
  

    - After I noticed the leak, I contacted a plumbing company immediately to fix the problem. The plumber explained that the root cause of the leak was a leaking backflow test valve s**** that was not properly tightened.

    - I contacted Backflows Northwest immediately after learning that their work caused the leak and their response was that they can not do anything in 2-3 weeks as the company president was on holiday and unreachable.

    - It is unreasonable to expect me, as a customer, to wait 2-3 weeks for a key person to finish his holiday before addressing the water damage. Water damage needs to be addressed immediately so I hired a company to fix the water damage immediately. 

   

  Claim 4: "He agreed to allow us into the area only after all of the repairs had been completed, and not for us to investigate but to demand payment."
  

    - I was open to have Backflows Northwest come to investigate and fix the damage. However, as stated above, their response was that they needed to wait 2-3 weeks for the president to finish his holiday.

    - In good faith, I let Backflows Northwest to send a technician to investigate the issue and resolve the issue. Backflows Northwest promised to follow-up with a resolution within a week after the investigation, but they never followed back.

    - Since Backflows Northwest was clearly liable for the water damage, I suggested a resolution that involved for reimbursement for the plumbing and water damage fixing costs.
  

   

  Claim 5: "This customer is very combative, and is not interested in seeking a resolution, only in demanding reimbursement for something that we may not be responsible for, we have no way of knowing."

    - Ignoring the unprofessional language here, the facts, including the statement from the plumbing company indicate, without any doubt, that the leak was caused by failure to properly tighten the backflow test valve s**** during the backflow test performed by Backflows Northwest.

    - Backflows Northwest has not offered any sort of path to a resolution. In contrast, they failed to reply within a timeframe they set for themselves after investigating the issue on site.

    - I have sent them the statement from the plumbing company clearly indicating the root cause, yet, stunningly, they maintain that "they have no way of knowing" what happened.

   

  Ultimately, my position is backed by facts and written statements: therefore I find their response unacceptable. 

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

  Business Response

  Date: 12/07/2022

  Due to the combative nature of this customer, we have chosen not to pursue communication further on this matter.  This device does not meet building code, requires a drain, and will likely have problems again. The customer would not listen to the technician as he is looking for a payout for services rendered by another company which he hired prior to informing us of any issues.  

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18221492
  

  
  I am rejecting this response because Backflows Northwest continues to avoid liability by issuing false or misleading statements. In their latest reply, they contradict a passed backflow test that they themselves performed by making false claims regarding the system. It's regrettable that this company has a business license and I encourage a further inquiry to their business practices regarding other liability claims that have been filed against them.

  The facts continue to indicate, without any doubt, that the water damage was caused by faulty worksmanship and their baseless claims continue to be worthless.

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