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Complaint Details
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Initial Complaint
04/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company initially installed our water softener. We had problems with it leaking and called them back out. I had to pay a service charge and they told me simply that it was condensation and I needed to insulate the pipes myself which I did. It is now leaking profusely from the pipes and they are refusing to come out and look at the problem, we have flooding and water damage, Its not simply condensation, but they are refusing to communicate any further and have blocked all of our phone numbers.
Business response
04/11/2024
Mrs. ***** (******) *****,
This my response to both you and your husband as you has been on multiple platforms for the same review on our company trying to get the same conclusion.--
I am deeply sorry to hear you are so frustrated with your current situation with your water softener, that not only you and your husband, but you also have your minor child, and I am not sure who else is posting bad reviews on your behalf. I would like to remind you that we installed your water softener almost 7 years ago in June 2017. This unit is no longer in our 6-month labor warranty. To take that one step further, we have not installed these softeners in about 5-6 years. You had originally called our office on 3/4/24, and after explaining to *** that there was water on the floor from the water softener, he agreed to come out to look that same day. While on the phone, ***************** a man in the background yelling strong profanity regarding fixing the softener and *** casually inquired about what he heard, but you told him that person was talking to someone else. *** explained to you that our normal service call fee is $99 and arrived at your house just hours later. After diagnosing the area in/around and the softener itself; found there was no visible water on the floor, however, there was visible evidence that there had been wet at one time. The water pipes coming in from the well were so ice cold you could barely touch them, and it was also pretty warm in the closet area where you have the softener located. That is when he suggested insulating the water pipes due to the condensation coming in from the chilly water pipes. The softener was working properly at the time of the visit and there was no visible leaking, *** had decided to only charge you $49 for your service call that day.
A month later, and after hours on 4/9/24, we received another call from you that *** answered, and you stated you had a leak again, and the insulation did not work. You wanted him to come back out because of our warranty. *** reminded you again that there were no labor or manufacturers warranties on that system because it was almost 7 years since installation. During this phone call, your husband, *******************, was in the background loudly yelling about our company and my husband using strong profanity names. When *** inquired if **** was talking to him, you again denied the accusation. *** asked to speak to ************** and the phone hung up. After *** was disrespected again, you repeatedly tried to call 13 times from different numbers back to our office line that was already closed for the day. Yes, *** blocked your numbers at the office. Then somehow, you started calling his personal cell phone late into the evening and he blocked those too! We have not installed anything for you in 7 years nor have we heard from you since!!! Now you are trying to bad mouth Bono Plumbing making duplicate bad reviews for an issue that sounds more like a home insurance/restoration claim due to the condition of the floor where the water softener is located. You are trying to blame us for something that has been leaking for a long time. You may want to call your insurance company to do a cleanup for any mold, especially with kids in your home. You may also need a new water softener with it being almost 7 years old and on a well system, but just to reiterate when we were there it was working fine.
I am refunding your $49 service fee charge back to you from March 2024 since we were unable to do anything for you. Bono Plumbing prefers not to work with you again or any customer for that matter that is not mutually respectful with our company and/or employees, or starts any defamation of character, libel, and slander. We take these things very seriously. We have been in business for 10 years and our customers are and always have been the heart of our business. We genuinely appreciate every one of our customers and we know we would not be here without them, and we are incredibly grateful for that. Those of you that know us know that we do not ever treat our customers in this fashion and never have.God Bless You and Your Family
Initial Complaint
04/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company installed a water softner for me a few years ago its leaked more than once. ********* the owner will not warranty his work and HE BLOCKED OUR CALLs lol we have everything documented. BUT STAY CLEAR FOR THIS COMPANY.Business response
04/11/2024
****,
This my response to both you and your wife that has been on multiple platforms for the same review on our company trying to get the same conclusion---
I am deeply sorry to hear you are so frustrated with your current situation with your water softener, that not only you and your husband, but you also have your minor child, and I am not sure who else is posting bad reviews on your behalf. I would like to remind you that we installed your water softener almost 7 years ago in June 2017. This unit is no longer in our 6-month labor warranty.To take that one step further, we have not installed these softeners in about 5-6 years. You had originally called our office on 3/4/24, and after explaining to *** that there was water on the floor from the water softener, he agreed to come out to look that same day. While on the phone, ***************** a man in the background yelling strong profanity regarding fixing the softener and *** casually inquired about what he heard, but you told him that person was talking to someone else. *** explained to you that our normal service call fee is $99 and arrived at your house just hours later. After diagnosing the area in/around and the softener itself;found there was no visible water on the floor, however, there was visible evidence that there had been wet at one time. The water pipes coming in from the well were so ice cold you could barely touch them, and it was also pretty warm in the closet area where you have the softener located. That is when he suggested insulating the water pipes due to the condensation coming in from the chilly water pipes. The softener was working properly at the time of the visit and there was no visible leaking, *** had decided to only charge you $49 for your service call that day.
A month later, and after hours on 4/9/24, we received another call from you that *** answered, and you stated you had a leak again, and the insulation did not work. You wanted him to come back out because of our warranty. *** reminded you again that there were no labor or manufacturers warranties on that system because it was almost 7 years since installation. During this phone call, your husband, *******************, was in the background loudly yelling about our company and my husband using strong profanity names. When *** inquired if **** was talking to him, you again denied the accusation. *** asked to speak to ************* and the phone hung up. After *** was disrespected again, you repeatedly tried to call 13 times from different numbers back to our office line that was already closed for the day. Yes, *** blocked your numbers at the office. Then somehow,you started calling his personal cell phone late into the evening and he blocked those too! We have not installed anything for you in 7 years nor have we heard from you since!!! Now you are trying to bad mouth Bono Plumbing making duplicate bad reviews for an issue that sounds more like a home insurance/restoration claim due to the condition of the floor where the water softener is located. You are trying to blame us for something that has been leaking for a long time. You may want to call your insurance company to do a cleanup for any mold, especially with kids in your home. You may also need a new water softener with it being almost 7 years old and on a well system, but just to reiterate when we were there it was working fine.
I am refunding your $49 service fee charge back to you from March 2024 since we were unable to do anything for you. Bono Plumbing prefers not to work with you again or any customer for that matter that is not mutually respectful with our company and/or employees, or starts any defamation of character, libel,and slander. We take these things very seriously. We have been in business for 10 years and our customers are and always have been the heart of our business. We genuinely appreciate every one of our customers and we know we would not be here without them, and we are incredibly grateful for that. Those of you that know us know that we do not ever treat our customers in this fashion and never have.
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.
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