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Complaint Details
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Initial Complaint
09/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We requested an estimate for a repair to our main water line. We never received an estimate from them.Instead their worker showed up, and chose to perform a service call without authorization from me or my husband. We were not home when he did the work.We should not be billed for work we didn't ask for.We are asking for this bill to be voided.There are no signed documents by my husband or I with this company.
Business response
09/09/2022
September 9, 2022
We were contacted on 6/30/2022 in regards to a water leak on the property
Our service technicians responded on 7/1/2022 and was met by the homeowner and the water leak had been an issue for several months. The backyard was very saturated, garage entrance and basement had standing water. We advised the homeowner that the water needed to be turned off to the home to allow the area to dry up and determine location of water leak. We located the underground valve in the yard and turned off the water supply to the home and water in and around the garage area started to subside.
The homeowner had to leave for an appointment but we offered to install a temporary hose from the neighbors home to his and the homeowner received permission from the neighbor.
Due to our work load at the time, we indicated that it could be as long as 3 weeks before we could return to excavate and make repairs. At no time was our service technicians asked to provide an estimate for repairs and our office was not contacted for an estimate.
Homeowner contacted our office on 7/8/2022 and reported that leak had been repaired.
We invoiced for the initial service call on 7/14/2022
Homeowner contacted us on 8/1/2022 and told us to submit invoice to his homeowners insurance and provided a claim number and contact. The invoice was not disputed at this time. We reached out to the insurance company and they denied coverage.
We received a call from the homeowner on 9/8/2022 disputing the minimal charges and unfortunately would not acknowledge the facts as stated above.Customer response
09/12/2022
Complaint: 17936628
I am rejecting this response because: the initial phone call was for an estimate only. At no time was a service call authorized. They didn't say it would be a delay of weeks due to their work load. They said it would take over 3 weeks for the water to dry out, which was incorrect. It dried within a day of the water being off. I dug the area by hand and had it repaired in 3 days.
Sincerely,
***************************Customer response
10/05/2022
To clarify what happened when the worker from Johnson H2O showed up at our house. My husband was preparing to leave to umpire that day and I was at work. When the worker asked if we could use our neighbor's water line as a source of water our neighbor gave permission. However, my husband left under the impression that we would only install a line from our neighbors when the repair would begin.
Johnson H2O was only out there to give us an estimate on what the repair would cost. No repairs were authorized to begin that day. Had they called ahead and let us know that they were coming, we would have made sure that either my husband or I would have been there the entire time they were working.
Business response
10/31/2022
We stand by our original statement as documented. If they had an issue with the invoice, that was never disputed when they asked us to submit to their insurance companyBusiness response
10/31/2022
We stand by our original statement as documented. If they had an issue with the invoice, that was never disputed when they asked us to submit to their insurance company
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1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.