ComplaintsforAll About Water LLC

• Initial Complaint

  08/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I called All About Water for an estimate on a repair of 2 outdoor fountains. I was told there would be an $80 fee for the estimate. When they arrived 07/26/03 there were two people. (No need for two to give an estimate, but thought perhaps they were on their way elsewhere.)They took an hour to give estimate on first repair, exceptionally long, and 10 minutes on second repair. They then asked if I wanted them to clean out fountain while empty.(Drained water during first hour of talking.) I agreed. Took ~40 minutes. Then called as they left to say they left hose filling on timer for two hours. No problem! Total time 1hr./58 minutes, per phone. Received texted invoice on 08/01/2023 for $400. Total of 5 hours. The actual time was two hours. While it did not require 2 people to clean basin of fountain, (husband has cleaned many times alone in less time), I acquiesced to 1hr./2 ea. labor time in my mind. The estimate for actual repair of top tier not recommended, but padded items of replumbing,(not needed), a replacement of auto fill, adding filter were ok. Price nearly 5k, and the repair of leak on liner on front fountain (patching, not replacing 15 yr./old liner) $450, plus suggested reworking of plumbing (for esthetics)$1750. Nearly $7,000, and not one new item, or repaired top tier. The price to replace same fountain, about $2,500. I sent the screen shot of the call record, and the time but was told they would only give me $80 back if I booked the &7k bid. The person texting became belligerent and rude, when I explained why we would not go forward, as felt bid was exorbitant, and had been warned about price gauging in my neighborhood, and personally experienced it many times. I explained that to her, and the importance of transparency, and honesty in bidding. She escalated from there, now adding a $25 late fee. We have no contract, as no agreement on invoice, and I said I would pay the$400, but not the $25, and do no further, notifing BBB. I now want invoice adjusted.

  Business response

  08/20/2023

  ********, I will go over this again with you. You were not charged for 5 hours. You were charged for 4 man hours and a service call. When you called to book the appointment, we quoted you an $80 service call and $80 per man hour. Before we came out, you got a text reminding you that the rates were $80 service call and $80 per man hour. Your phone records show 2 full hours for two men -- the job involved a ladder and OSHA standard number 1926.1053 recommends two men for any job involving a portable ladder -- and we charged you for one service call. The rates -- $80 service call and $80 per man hour are on our website. We tell people the same thing when they call. It's on our automated text messages we send out before we even get to a property. It's on our ****** listing. It doesn't matter who you are, we charge $80 per man hour and an $80 service call. I couldn't be more transparent about the rates if I tried. 

  The more concerning part of your complaint is that we're somehow dishonest because you live on *************. You claimed it was the "Dug Hill ******** because we charged you more. We have clients in *********, ****., *************., *****************., *********************, ************, your own street, **********************, ******** **********, the historic districts, local colleges and HBCUs, large franchises, shopping centers and the like. Do you know what every single one of those people have in common? They all pay an $80 service call and $80 per man hour plus materials. Would you like to claim that there's a "********* Special?" Or how about a "Union Grove Special?" Because it's the same rates for every job. 

  Now let's talk about that quote. Your husband told us to put it on the books no matter what the cost was. Guess what: We still quoted you at an $80 service call and $80 per man hour plus the cost of materials. We would gladly do this job at time and materials, but it would be at a rate of an $80 service call and $80 per man hour plus the cost of materials. You also mentioned that we wanted to patch the liner. We would get A LOT more money for quoting a replacement liner, but we offered to fix the one you have now, ultimately saving you money. Do you want to double down on the part where we're allegedly charging you more or the complaint where we're saving you money? Those seem to contradict each other. 

  I did charge you a late fee. It was clearly on the invoice I sent you on Aug. 1, and you didn't bother to call until Aug. 9. Late fees are legal ways for small businesses, the **** and private schools to collect from people who fail to pay their invoices on time. If we don't, it goes to small claims, liens and becomes public record. 

  Lastly, because this is just a pet peeve of mine, let's talk about "price gouging." We are a specialty business. There are three in the area. The last time I talked to the other guys, we had the lowest rate, making us the opposite of price gouging. Unless you want to go back to that "Dug Hill/*********/Pulaski ******** I'm allegedly running here. 

  We all agree that there were two men there for two hours. That's $320. Then, as I have repeatedly told you, there was an $80 service call. That is $400. That's what we charged you, plus a late fee. Claiming you were charged for 5 hours is blatantly false. Even the itemized invoice (attached to this complaint) shows that it was four hours and a service call. 

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