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ComplaintsforAqua Service of Jones Fish Hatcheries
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Complaint Details
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Initial Complaint
11/29/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Did not honor contract. Per contract, Aqua Services were obligated to retreat for lakehouse weeds and eel grass immediately at no cost. We called half a dozen times along with email exhange. Only service they provided us, as their customer, was push back and excuses as to why they did not need to come retreat.Business response
02/01/2022
Business Response /* (1000, 5, 2021/12/09) */ This matter was resolved with the client on 12/7/21, and we are hoping that the complaint will be retracted at some point. The conversation ended with both parties taking responsibility for the matter reaching the point of a complaint being filed. There was a misunderstanding of the contract by the client, but Aqua Services is partially to blame because the contract had some vague language that caused the misunderstanding. Nevertheless, our account of the events is as follows: Aqua Services was hired to control eelgrass and other submersed weeds at the client's residence in Scottsboro, AL. Payment was received on 5/17/21, and the agreed upon herbicide was applied on 6/1/21. Per the proposal, we guaranteed 90% control of the existing vegetation that was present at the time of treatment. Our post treatment survey on 6/15/21 showed evidence that the treatment was effective and that 90% control was achieved. However, on 7/26/21, we received a complaint call that vegetation was present and the client requested a retreatment. Although we felt that 90% control had been provided with the initial treatment, we returned on 7/29/21 and applied additional herbicide to control the small areas where some plants remained. Then, on 8/4/21, we received a call requesting a separate herbicide application for treatment of emergent weeds from the same client at the same location. The client was aware that this would be a separate paid treatment to provide control the emergent weeds, since another trip had to be made and the herbicide required was different than what was used for the submersed weeds. At the time of the call, the client made no mention of lack of control of the submersed weeds we were initially hired to treat. On 8/13/21, we provided the requested emergent herbicide treatment. While on site, our applicator performed a visual survey of the submersed weeds, and it was apparent that control had been achieved. On or around 10/14/21, the client called again complaining about the submersed weeds. During the conversation, the client claimed that we had promised to provide eradication of the submersed weeds. We clarified that eradication is not possible, and that we never made such a promise. We explained to the client the nature of aquatic plants, and the fact that the plants he hired us to control would always regrow at some point after treatment. This is customary with controlling most types of weeds, whether terrestrial or aquatic. We provided a follow-up survey and detected some growth of submersed weeds. However, the weeds that were growing on the follow-up survey were the result of regrowth rather than a failure of our initial treatment. This was also explained to the client. We reluctantly agreed to provide another treatment to appease the client, which was performed on 12/2. We apologized for the delay in treatment and explained that we had recently lost 3 employees, had others out with COVID, and had other contractual obligations during the time between the phone call and the final treatment.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.