ComplaintsforSummit Fire Protection
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Complaint Details
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Initial Complaint
08/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Summit Fire protection installed a system in our 140 year old church that they cannot gaurantee to last more than 10 years. During the initial stages, documentation and information was shared with them explaining what is needed, which is a system to provide protection of the church. It was only informed to us that the system may only last 10 years until the majority of it was installed and they had about half of the payment. Over the following months, we were pushed from one guy to the next within their company, each saying something different. At one point their manager ******************************* informed us that the Summit employees were incorrect about the life of the pipe and that he would get us documentation stating otherwise. After months of waiting, which is about the time it took to complete the rest of the work, **** responded that they can't gaurantee the life of the pipe they installed. Now we have a system installed that will only last about a decade on a building with an estimated life expectancy of another 100 years. The fact that they are supplying systems not only for us but others that have such short life expectancies without any notification, documentation, or explainations of options is disturbing. How many other systems are installed out there where people are not aware that they may need to replace their piping within such a short time. I am 100% certain that without an outsider that happened to know and see the cheaper pipe being installed and informing us, Summit would have not said anything. We want to have Summit correct this issue by installing a nitrogen system which they said will allow the pipe to last for many decades. Since this was not stated to us at anytime during the bid phase, this should be installed. To us, this is like buying a car and not being told that the axel is made out of paper and it lasts about a mile. The documentation supplied states nothing about the life of the pipe, we will supply what was given to us.Initial Complaint
08/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On July 5th 2022, Summit Fire was contacted to repair a broken sprinkler line at approximately 6:00 PM. The water was already turned off and cleanup begun before they arrived. They were onsite less than 3 hours and the only work completed was to cut an exposed pipe and put a simple coupling over it. They later submitted an invoice for $2,795 for the work. Requested repeatedly that they disclose their rates and further explain the excessive service charges but was told several times by *********************** that the bill was correct and that no additional details would be provided.Business response
10/17/2022
Good Morning ****,
I met with *********************** about this incident and determined that he did over charge this customer and provided poor customer service. I spoke with *************************** about his complaint and apologized for how he was treated, I lowered the emergency call invoice to our cost and offered him a 3-month payment plan. He accepted my apology and paid the invoice in full.
I stive to provide the best customer service possible and expect no less out of my staff. In the end **** agreed that he made mistakes in this case. **** is no longer employed at Summit Fire Protection.
Thank you for bringing this to our attention.
Sincerely,
Customer response
10/17/2022
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,
***************************
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.