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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
There is no transaction at this time; I 1st got a door tag stating my backflow is in need of repair. I have lived at this residence for 4 years and have not heard of this fee. I do understand that things do break down (as all things do). I have no beef with that. What I don't understand is what is in need of repair. This company comes out of the blue with these fees without any evidence of proof that this is in need of repair. I understand paying for electricity, water, and gas where we all are given a bill of usage. Show me what is in need of repair, not you just saying it is in need of repair; that does not seem right to me.
Business response
02/09/2024
************ reached out to us (through our website Make a Payment portal) and paid $32.00 for us to go to his house to conduct the Annual Backflow Prevention Assembly (***) Certification Tests (he has two ***s) (He also gave us his email address, phone number and address when he asked us to come out and test). We tested his ***s on January 24, ****, and one failed the test. As per Manatee County Code, we are required to notify the homeowner that the *** failed. An approved method is to leave a door hanger to notify the homeowner of the failure and that a repair is needed, which we did and which is what ************ posted with his complaint. We also notified ************ of the failure via email which STATED THE SPECIFIC PART THAT FAILED (in his case the Relief Valve failed) and OFFERED our repair options with the associated prices. There were no "fees" other than the testing fee of $32.00. He knew who we were and where to send the fee for us to test his ***. We were not charging ************ any other fees - just providing options for us to do the necessary repair. He can have any other company do the repairs. Even repair it himself. We were providing what our price is for the repair -- nothing more.
If he had any questions, he could have called us or sent us an email asking for more details -- he did not. If he wanted us to come out and do a retest, with him present, we would have done so -- but he didn't ask. His choice was to file a complaint with BBB.
Furthermore, ************ has access to the Certification Report through his account with ************************. All the annual test reports (since ****) are filed with the County and are accessible for him to review and to see the test results.
Initial Complaint
08/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company found a problem with our water back flow system and reported to the county for repairs. This same company made an appointment telling us it would cost $185 to fix. Then a old lady came to our house and told us it would cost $285 to fix it. I asked the lady to leave and she through a tantrum on my property. Then her husband came out and threw another tantrum. We asked him to leave and we eventually had to call the police. We called another company and they fixed the back flow for only $45. This is crazy.Business response
08/17/2023
I stopped by the Complainants property to repair a backflow preventer as requested by a woman who is co-owner of the property. I apologize for being offended by Complainants very first words to me: Are you a liberal? And Who did you vote for president? He asked me these questions over and over again. I also apologize for being further offended by his next statements: I dont trust the County,I dont trust your company, and I dont trust you. Yes, I tried to explain to him that we had made a mistake when we provided a quote for repairing a relief valve only ($175), as a check valve had also failed; thus, a complete repair was in order ($285). I would have reduced the price to just a relief valve repair, as it was our mistake; but, unfortunately, he did not give me the chance to offer that proposal. He continued ranting that I was a liberal and he doesnt trust liberals. At that point I told him that, since he doesnt trust me or my business, it would be best if I didnt work on his backflow preventer. He then began yelling at his neighbor, trying to get his attention, ******* something about me not doing any work for him; he was yelling over my head. At some point, a boy stepped out of the house (I believe this was Complainants son, but I have no knowledge of this fact). All of a sudden, Complainant started shouting that I was a racist over and over.
I finally got in my vehicle and described this interaction to my husband, who is the operations manager for the Company. He later stopped by Complainants property to find out what the issue was. When my husband knocked on his door, the Complainant told his son(?) to Go get my gun!
The next day, I sent an email to the woman who requested the repair explaining why we would not be doing the repair that she requested and that she had a limited time to obtain another company to repair her backflow preventer and submit a passing test result to the County.
A few days later, Complainant felt it necessary to call our office. He left two (2) voicemails just to shout that we were a bunch of scumbags, liberals, and racists. These voicemails are available to BBB if necessary.
I recognize this is not how a business should reply to a customer complaint, but I believe that there is nothing I could say or do that will change Complainants mind. Therefore, all I can do is set the record straight as to the facts of our interactions.
Finally, I see where Complainants desired settlement is No further contact by the business. That may not be possible. We are contractors for the County. If he does not hire a private company to test his backflow preventer next year, the County will issue a service order to us to test it. Therefore, if he doesnt want any contact with us, he needs to hire a private company to test his backflow preventer every year.
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.