ComplaintsforLiberty Pure Solutions Inc.

• Initial Complaint

  04/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 4/4/2023. Service on water treatment system to be from Liberty Pure 12-4pm; came at ~9:30am. While servicing, C. M**** poured water from the water system into the sump pump. When he did this, he noticed that the sump pump came on but would not stop running. When done, he asked me if I wanted to have a Liberty Pure plumber check it out to see what was wrong. I agreed and the tech left; only to return less than 10-minutes later asking to take a photo of the sump pump. When done, again he left. He did not show me a work ticket with what was done or the cost; assuming I guess that I already knew. I was called by Liberty Pure to see if I would be home for the plumber. I said yes. Not one but two plumbers came. Plumbers went down the basement and one came up not 10-minutes later. He went out to his truck and got a box. Not more than 10-minutes later they were done. If I hadn't asked what they did I would never known. The plumber said they checked the float. Not the issue. I was told they had to replace the pump. I was never asked to authorize the work; no estimate, again assumed. And like the tech, they left, no ticket, no brand of sump pump installed - nothing. Next, I get a message on my phone with an invoice for $450.00 for sump pump replacement. No brand. No labor costs. I called LP, asked about the brand pump so I would have something for a warranty if needed. I was told they couldn't give me an itemized receipt, but gave the pump brand, no paperwork. At the bottom of the electronic work ticket, my signature was forged as I did not sign anything. 2 plumbers, less than 1/2 hour and $450 bill after $100 was taken off. Also wanted me to pay the water treatment bill only they didn't send it. When received, another $200+ and again signature forged but said what was done. 1-hour total for everything = $607.00. Clearly took advantage of a senior citizen. 2-plumbers for a 1-person job apparently charging labor rate for both. Pump they quoted on phone cost $260 at ******

  

  Business response

  04/13/2023

  I apologize for the lack of communication. We should be giving up front pricing and communicate clearly prior to beginning any project. We of course offer a full refund in the event we cannot resolve this for you. The pricing sounds reasonable but I will research and contact you in the morning. Sounds like our techs/plumbers need to slow down and communicate better with our most important customer, you! Chat in the morning

  

  Business response

  04/17/2023

  We responded with same day service to what seemed could have been an emergency. Our services seem to have been exemplary. No one claimed any signature from you?

  I would be happy to address your concerns or refund you in full 100% of what we charged you if that is what you require to be satisfied.

  We didn't charge you "labor" we charge a flat rate which includes the part cost, the cost of tools trucks and materials (all stored and transported in very expensive vehicles etc. service supplied by qualified staff.

  We have given you a $100 discount because we service your other systems.  We offer 100% satisfaction therefore a phone call is all it takes and that pump is 0 cost to you if you feel that’s fair. Please call us so we can satisfy your concerns.

  Customer response

  04/17/2023

  
  Complaint: ********
  
  I am rejecting this response because: the sump pump fix was not an emergency as it was not raining. It was sunny. The LP tech who serviced the water treatment system dumped water from changing the filter into the sump pump. Why he did that I don’t know as no other tech has done this; especially given that the filter on past treatments has been filled with sediment. When he did this he indicated that the sump pump came on and would not stop running. Was the sediment being poured into the sump PMO area cause it to malfunction? It was working fine 2-3 days earlier when we did in fact have rain. I also would not think any of the LP did an exemplary job considering they didn’t bother to engage the consumer with what was done and the cost. Did not let me even see the ticket. And when I did review the ticket for both services it had a line in the signature area that was made by LP personnel and not by me. It astounds me still that LP does not list the equipment that was installed and the assertion that it is a flat rate for the job is poor business practicum. If you went to a hospital and got the bill at the end and all it said was hospital visit  and a $25,000 bill I guess the consumer would just pay it with no questions asked. I find it hard to believe that consumers would not be curious as to the rate they are being charged for a service which assume is built into that HOURLY rate would be all the things cited in your response. I’m still amazed that LP does NOT inform the customer as to the make and model of the equipment that was replaced and provides NO paperwork with that make and model. What if the thing fails and it has a manufacturer warranty? How would I even know who to call. I couldn’t even show a work ticket from LP as evidence because that information is missing. If you want to refund me then do so but I stand by that LP practices are very suspect; at least in this instance. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  04/04/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Liberty pure came into my establishment 2/21/22, broke ground and wants $9700 from me when we didn't sign a contract and they do not have a permit to do the work they did. i called the planning and zoning department for my county on 4/4/22 and they told me that they didn't even apply for the permit prior to coming into the establishment. We do not have a written agreement or anything stating that they could do the work, everything was on a verbal basis. how can a commercial plumber not have a signed contract or permits but still be able to do the work? They have been nothing but unkind to me as I have tried to navigate the situation.

  

  Business response

  05/05/2022

  Business Response /* (1000, 21, 2022/05/05) */ Rebuttal Unfortunately we started this rough in on the request of this"customers" father as he was to pay the bill. Upon trying to secure a permit we were advised the customer did not have the permit required for the buildout. We advised customer we could not receive permit until building permit issued per county requirement. As it was scheduled, and a business acquaintance, we began the work but could not complete without securing a permit and the next 1/3 payment. The work is completed and a plumbing permit issued now that there is a building permit. The work as yet is not inspected as the 2nd draw remains unpaid. We have done Buisness with this customers father for 20 years and have always done so verbally. We were asked to Begin this project by a long time customer under the assurance they were getting a building permit as we started. That did not happen. It is now resolved l"upon receipt of payment we will request an inspection. Upon final payment we will request a final inspection as is normal. I regret this negative review but take assurance that the BBB reports accurately and thoroughly, sometimes miss understanding happen. Doug W****** MWS Consumer Response /* (2001, 24, 2022/05/05) */ The complainant has indicated that the concerns have been resolved by the business.

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