ComplaintsforWinelco Inc.

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been working with Winelco since purchasing my home in July of 2021. The previous owner of the home utilized them to service the system and paid the contract for the full year. Prior to closing on the home, Winelco inspected the system along with a separate company I hired to be completely sure there were no issues. According to all inspections (including Winelco), the system was in good condition. I was not made aware of ANY issues or fixes needed. Fast-forward to October '21 where I have the first documented receipt of a technician coming to my house for the system alarming. Since then many calls, conversations, and visits have transpired with no fix to the system alarming current day (3/31/22). 10/25/21 Tech stated “system’s alarm was due to pressure bell reading off 16.75” while out of the water. Blew out air line & cleaned pressure bell/reset it. Reads 14.50 at this time. 0.00 when the bell is out.” 11/29/21 Alarming continued. Same technician came out “replaced relay & fixed relay in UV basin.UV operates normal now." After this visit I received a bill for $132.50 for “preferred customer service call, relay, relay installation” 1/14/22 Alarming continued. A different tech was sent out. Tech wrote “UV relay wasn’t quite all the way in, not sure if this caused the issues or not, but it’s the last component we touched”. This tech also made me aware for the first time that groundwater was getting into the UV basin and that we would need to trench around it. He also said there were indications that I should get the system pumped. Because Winelco did not have availability to pump the system for over a month, I hired another company to pump the system (cost was $300) 1/26/22 Alarming continued after pumping, this time it was intermittent to which the tech stated he had never experienced. "Only sensor yet to be replaced/tested is the blower. Unplugged blower sensor to see if intermittent alarms continue." 3/31/22 Alarm started in the early afternoon

  

  Business response

  04/04/2022

  I have read and understand the customer's concerns. The October alarm was for a pressure bell problem which was repaired and has not been a problem since. At the end of November we were called out for an alarm which was a problem with a relay for the U.V. disinfection system. In January we were out twice for alarms but neither time found any definitive reason for the alarm. The alarms were not active upon arrival. A loose relay was found at that time and thought to possibly be the problem. Last week we were out for an alarm which turned out to be the UV lamp cord and bulb. There are a lot of components to newer wastewater treatment systems. We have not made any repairs that failed or failed to make needed repairs. There has been  a couple alarms that we were unable to identify a reason as the alarm condition was not active upon arrival. I understand this is frustrating for the customer. We have taken this in to consideration and only charged minimal amounts for the calls and parts. I have reached out to the customer by phone to resolve this matter and hope to hear back from her soon.    

  Customer response

  04/12/2022

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. While the company and myself are still uncertain why some of the intermittent alarming has happened, **** is working with me on potential options including a price quote on a new panel if needed. 
  
  Regards,
  
  ***** ******
  

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