Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 1 2024 I contacted Aquamist for an estimate on sprinklers . We communicated via phone call and/or text. I have all texts saved. On June 5, 2024 received an estimate of $4600, work to start within 3-8 working days, 60 percent down remainder due on completion. Worker collecteda check for $2760 and was cashed next day. She said work would start around 1 pm Monday the 10th. On Sunday the 9th she said work would start at 11 am the next day. She asked if property had been marked for utilities, I told her yes. She reiterated he would be here "11ish". On Monday at 10 am she said there was a delay and work might start Tuesday though still trying for Monday. On Monday at 6:32 pm I texted her and asked what time on Tuesday. She replied he is still on the jobsite. On Tuesday June 11 at 8:05 am I asked what time will he arrive. She replied she had not spoken to him yet. He worked until after dark and she wasn't in office at that time. She said no earlier than 11 am the first day. She texted again at 11:50 am to state "estimate arrival around 1:30 pm. On Tuesday at 3:30 pm the worker showed up with two friends. All of them appeared to have been drinking or under influence of drugs. They put a trenching machine in our backyard and several bundles of cable and some other tools. They then left stating worker's son got lost with the rest of the equipment and they had to go find him. They said they would be right back. We never saw them again that day. I called that evening to tell her what happened with the worker and asked when and if he would be coming here to work. She replied that she knew nothing of any of this and had been under the impression that he had been here working since 1:30 pm. She said she'd contact him and get right back with me. but didn't. At 9 am the next morning the worker and the two friends showed up took all equipment and supplies and left. No work has been completed; we are out $2760. We are seniors on fixed income and need this money returned.

  Business Response

  Date: 07/13/2024

  AquaMist has been in business many years with no complaints registered.  We had serviced this customers system for many years until they moved to a home without a sprinkler system.  When she called requesting an estimate we responded and arrived at her home without delay.  I submitted an estimate/contract which included details about the scope of the work, the cost, what was included, our warranty and payment requirements and well as a time frame of beginning work of 3-8 business days.  We specify a time frame because of any unexpected delays.   The agreement was promptly accepted.  She was anxious about getting going sooner than later and in the interest of pleasing a customer attempted to get started at the earliest legal dig date and time.  However we were delayed on a previous job site until the following afternoon and arrived to drop off equipment and supplies.  Because it was the end of the work day, my manager decided to call it a day and take employees home.  That evening I received an angry, highly excitable and irrational call from the customer saying she could get another company if we were not getting started soon.  She wanted the work completed by that Friday.  I explained we had 3-8 working days to begin.  Nevertheless the manager and three employees were on the job site the following morning.  They began working and an emergency arose that led to the work crew leaving the job site.  The customer immediately demanded cash refund be brought to her home and I asked for her patience while I looked into options for resolution.  She was not amenable and broke the contract.  I tried to placate the customer and expressed my desire to finish the project.  She refused.  After talking to the BBB and reviewing her text threats, I contacted the customer on June 14th and notified her I would be issuing a partial refund minus our incurred expenses.  The refund was processed and direct deposited to her bank account 6 business days later.  I am disheartened the customer would make the outlandish and deceitful allegations of substance use by the workers.  It is entirely incorrect and done for the purpose of bolstering her arguments and demands.  Some people cannot be pleased. 

  Business Response

  Date: 07/13/2024

  I believe the complaint has been settled but not sure. I anticipate she will be taking further action of some type.  I really didn't believe we owed her a refund but did so to avoid the complaints.  After telling her we'd give her a refund, she still made a report to the police, the States ************************* BBB and I am expecting a letter from the ******************* of ******* Elder Fraud Division. 

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21879363
  
  I am rejecting this response because: the company did no work here therefore we asked for a full refund. Instead we received a partial refund where she deducted ****** for labor gas and supplies.  We received no supplies no labor and I am not willing to reimburse them for gas to drive out here multiple times to perform no service.  
  
  Sincerely,
  
  ***********************