Complaints

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I called Accurate Backflow regarding Backflow at my home that needed to be tested. Turns out no one tested my Backflow last year even though I had already paid previously and was under the impression that someone had tested the Backflow at my home, but the company reported to ************** in their system that Backflow at my home was tested. I called this year in 2024 since I got a notice that Backflow needs to be tested for this current year. A month later received second notice from ************** that I have late fees since Backflow hasnt been tested. I immediately called Accurate Backflow company and told them I thought they were scheduled to come test the Backflow a month ago. But they stated that I never called them, but I can prove I have spoken to them twice. Everyone I have spoken to at this company has been extremely difficult to deal with, disrespectful, poor customer service, and I was told that they cant assist me further because I need to schedule appointment, but they are booked. Therefore, resulting in being told by them that I can no longer be a customer of theirs anymore.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called them sometime in mid February before i left for a trip in early March. A month elapses and i havent heard from them but i did get a letter from Manatee County reminding me to do this required test. The letter arrived while i was in Virginia but my wife sent me a copy. I again called Accurate and left a message. No response until April 6 at which time they apologize for not responding sooner and say someone will be out by April 20. The due date for the test was April 11. Meanwhile having not heard from Accurate i called someone else and scheduled the test. They came April 11 the last day the test was due. They billed me for the test already. $33.99. Accurate is saying i should of called over Easter and cancelled the test. I had one day to do this. April 10. Thats unreasonable. They were not saying the test would be done before the due date and i had no way to know who to cancel with as it was the last day. Accurate stated to me they acknowledge not getting back to me in a timely manner. I booked someone else because of this. The weekend before the test was due they call and i was busy over Easter and they were closed. It was their delay that caused me to have to rebook. I did try to contact them but they waited until it was too late for me to cancel in a reasonable time. Next time they should answer the phone or return a call with more than a holiday weekend before its too late.

  Business response

  04/13/2023

  I've instructed my staff to void any pending charges on your account (as they said you haven't actually paid yet).

  I've also reviewed the chain of events and history in our system and don't believe this situation warranted a complaint with the BBB.  It is always our policy to be flexible and work with customers to make it right when we mess up.  In this case, I do not believe that's the situation. 

  As such, I'd respectfully request that you get your testing done by another company in the future.

  All the best,

  Gabe

  Customer response

  04/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In March of 2021, Accurate tested our backflow devices. They told me one failed inspection. We paid them to fix it. It was fixed on 3/24/2021. In March of 2022, we had Casey's Plumbing come out to test our backflow devices. They told us that one did not pass inspection. It was the same one that was repaired on 3/24/21 by Accurate. I contacted Accurate to see if it was under warranty. They said that it had been, but that since Casey's did the testing, the warranty was now void and they would not fix it. We were never told that we would have to continue to use Accurate in order to keep the warranty valid. All I want is for Accurate to honor their warranty and fix the backflow device.

  Business response

  04/11/2022

  Business Response /* (1000, 5, 2022/03/25) */ Dear valued customer, After reviewing your situation, I sent you an email offering to make it right. It is always our policy to work with our customers to ensure they have a good experience. We will always honor our commitments. Please respond to our message on this matter and we'll work with you to fix the issue. All the best, Gabe Consumer Response /* (3000, 7, 2022/04/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) After filing my complaint, Accurate responded to my initial email that they would "like to make it right." It was sent to their operations manager Justin and one other person (Laura). I responded a few days later and never heard back. I sent another email and a separate email was sent with a quote for $226.00 to repair. Nothing mentioned about the warranty or anything else. Business Response /* (4000, 9, 2022/04/07) */ Our Operations Manager completed the repairs yesterday, retested, and filed with the county. He wrote the customer a letter apologizing for our delayed response and offered a free test for next year. We look forward to closing this matter out and moving forward in a positive way. Thank you! Consumer Response /* (2000, 11, 2022/04/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) The operations manager came out and fixed the issue. He also tested both units and submitted results to the county. We are happy that they took care of this issue.

*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. ↩