Complaints

This profile includes complaints for North Bay Water Services, Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  North Bay Water Services, Incorporated

  4238 Lozano Ln Fairfield, CA 94534-1480

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  North Bay Water Services, Incorporated

  6180 Egret Ct # A Benicia, CA 94510-1269

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:10/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  They constantly charged my account for productsi didn't buy.

  Business Response

  Date: 10/09/2024

  Dear BBB Representative,

  
  We are writing in response to the complaint filed by FL Pools regarding their recent experience with our pool service company. We value all feedback and appreciate the opportunity to clarify the situation.

  
  FL Pools has been a regular customer, picking up chemical products from our yard weekly because we charge him less than Leslies pools or Home Depot. Each time, he logs his pickups on our tracking sheet, and we maintain thorough records of these transactions. Invoices are processed within 1-4 days of the pickup.

  FL Pools received their invoice on September 30 for a pickup made on September 24.

  
  ON 10/2, Frank came into our office smelling like marijuana and asked if he had any balance due because he wanted to pick up chemicals. My office manager told him she would check, but he promptly said “Don’t worry about it” and walked out, knowing Michelle Morris-Adams (who was not in the office that day) had sent him an email ON 9/30 about his declined card and balance due. The office manager then noticed a balance in the Quickbooks account and attempted to re-charge the credit card again, which went through that same day, on October 2.

  
  Regardless, we understand that the timing of the charges may have caused him to be upset, and contributed to his dissatisfaction, but he knows when he owes us money. He knew he had a past due, due to a declined cc on 9/30, which is why he came to settle up.

  We also want to emphasize that we ALWAYS communicate any declined transactions via email and have provided FL Pools with documentation of their pickups and related invoices, regularly, AS HIS CC IS REGULARLY DECLINED. 

  
  We strive to ensure transparency in our billing process, and we have always allowed FL Pools to continue picking up products even in the event of a declined transaction (which is frequent with him), as a gesture of goodwill and trust in our business relationship.And because we're a mom and pop shop, that is "too kind" at times. 

  
  At this point, we find it unprofessional that another business feels the need to take advantage of us regularly. We have given Frank discounted pricing, allowed him to default on payment numerous times, and he has spoken very disrespectfully to us on many occasions.  See his nasty texts attached.

  
  At the end of the day, we hope this response clarifies our position. We appreciate your attention to this matter and look forward to resolving it amicably, but we no longer wish to do business with him. He is not welcome to our shop. 
  
  Sincerely,
  Ken Adams, GM

  Customer Answer

  Date: 10/11/2024

  He is not telling the truth .as a matter of fact I am making a police report because he charged me another 136! Dollars after I submitted this complaint. He does not do good business. Here is proof of the charge and date. 

  Business Response

  Date: 10/14/2024

  Michelle has provided the attached logs with your handwriting, Frank. On 10/2 you came in a bought 7cases of CL2, Chlorine. 7x4=28. INVOICE #6830530. On that invoice is a balance forward of $77.85. 

  9/30 INVOICE #6810364 attached, was for your pickup on 9/24. It also had a balance forward from your pickup on 9/18. The CC was declined 9/20, which you were notified. $77.85.

  We have also attached the handwritten logs that you wrote on, along with all the declined credit card transactions since doing business with you. This was in our customer portal you used, until you deleted your declined stored credit card, forcing us to use QUICKBOOK processing and chase you down for a payment, which charges us more fees.

  We all know that you came in once or twice a week since March 2024 and you have always received an invoice for the current amount due (along with past dues) and/or notifications, when we couldn't process your credit card on file. 
  

  We EVEN allowed you to pick up when your credit cards were declined, which cost us time and money, as shown above. Card declined 9/20, you picked up on 9/24 and only paid partially, bring forth that balance on your 10/2 invoice.

  Once again, you knew you had a past due on 10/2, you got the emails. I could provide proof of sent emails as well, but again, this is wasting my time. Your logs are proof enough. You wrote them down and we have you on camera. We have NEVER charged you for products you didn't take, as stated. 

  Ken