ComplaintsforQuality Life Solutions, LLC

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed 2 service calls with this company to come fix my water system on 2 separate issues. The first call - they came to fix and quoted me $2,259 to extend my water line 200 feet and prime my water line and get me fixed basically. That call turned into $3,547 being billed and them claiming my water pump needed to be replaced because it couldn't keep up enough pressure. I disagreed with them replacing the pump, and never signed anything saying i was okay with that, and I kept it as a backup in case something else happened and just paid the invoice and moved on. Fast forward 3 weeks - my water line broke due to the freezing weather - which was completely my fault and i take ownership of. Which led to the 2nd call. The 2nd call - i call them out here because of a cracked pipe. Again, they say the pump is broken, the new one. I tell them i would like them to put in the old pump ( that they said wasnt good and charged for new one) and guess what! It worked perfectly fine and is in place currently and working still! Huge red flag there. Anyway, so they go on about the service call and get the line primed and fixed all the way up to the house, but not throughout the house. They say it is ready to go and so I see the pressure primed and assumed everything is fine and go to open the pipe to supply water to the house - and it created so much pressure that it cracked my retention tank. They then quoted me $2,765 to replace the tank - which they touched and broke. In the contractor or trade world - you usually own what you touch. They are denying fault - and i have called other plumbers to get a 2nd opinion and explained this scenario and every single one of them agreed with me and said Quality life probably has commissioned employees, which could be true, not sure. Either way - i feel taken advantage of and would like them to at least come fix what they broke or let me invoice them for another plumber to fix because I don't feel confident in their work.

  Business response

  01/24/2023

  To Michael and whom it may concern, 

  First let me say I am sorry you feel the way you  do.  Our goal as a company is to always  be upfront, thorough, offer the best advise we can based on our experience and provide you with a great customer experience. So all involved are aware this system was NOT sold or installed by Quality Life Solutions and when we arrived it was very apparent this unit was old and had NOT been taken care of. This was brought to Michaels attention and was noted in our files. Lets address the Items in question one at a time. First on November 22nd you contacted us at 10:45 am because you did not have water ,  we sent someone by (CHIP) to simply put his eyes on the job to see what we were going to need to do. We had full schedules all day for each of our trucks but yet we still helped you get water. It was after Five and dark so we put all our guys on this so we could get it completed and get everyone home as early as possible and most importantly get you and your family water. We had 6 men on this job from 5pm to 7:30 (Please see the invoice) We charge ONLY 2 men for 2-1/2 hour not six men and we did not charge our standard after hours rate. As for the pump we attempted for a long period to get his pump to prime at no avail. so a new pump was installed . Your pump would not prime, and when the new one was installed it eventually primed up and you had water. We recommended and offered to take his old  pump to WP Law and have it repaired . We offered, once repaired to reinstall the original pump and take ours (new one) back. This was the plan the evening we left.  No you did not sign anything agreeing to this conversation you are correct.  But the conversation took place. We clearly stated verbally to you that we would change pumps back out if yours was repairable and refund the money for the new pump. This entire conversation was repeated the next day with Brian **** our General manager (we have record of the conversation). You at that time requested we return your old pump back to you which we did. From our view point QLS and Staff were more than fair. Again I am sorry you do not agree. 

  To the second concern: On December 28th you called and stated you did not have water. Upon arrival the plumbing at the pump had froze due to freezing weather. (it had not been that cold in the midlands since 1980) It was also noted that your pump had froze and cracked. At the time the old pump was replaced water restored and it was noticed that there was also a leak on the retention tank. ( it probably froze and cracked with the cold weather as well) We nor any QLS staff had touched the retention tank, all our work was completed at the lake on the new line and the pump. Once water was restored and pressure was placed on the line, the leak was noticed. We then sent per request a quote for a new retention tank. The retention tank in question is  9-10 years old, rusted, we NEVER touched it and was installed by a different company. Therefore we are not going to take responsibility for something we had NOTHING to do with. There have been times in our 19years of business that we have replaced an item due to our fault and if this would have been our fault you can  guarantee we would have taken care of it, But it was not. 

  Again i am sorry you feel the way you do.

   Best regards

  Randall S***** CWS, CI, CFS, CSR

  Quality Life Solutions, LLC

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