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:01/15/2025

  Type:Billing 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.

  09/2024 I called and made an appointment for a plumber to check for a leak due to an extremely high water bill. The plumber arrived, turned off the main line inside the house, said the meter was running outside, so the leak was outside, but did not state why water was not pooled up anywhere. The plumber was here all of ten minutes and stated I would receive an estimate from the office. The office never called with an estimate, there was ZERO follow-up after the initial consultation. Even if I hang received an estimate, what would the estimate have been based on?? The plumber turned off the meter before he left, I have been without running water since September. Why did it cost $100's to turn two valves and then not receive any follow-up or the estimate I was told to expect?

  

  Business Response

  Date: 01/17/2025

  After reviewing the paperwork that was submitted by our plumber it was determined the water was shut off at the home and the meter was still running, determined there was a leak from the home to the meter.  The customer signed the form the plumber wrote up for the work that was performed for $99, which is our average trip charge.  Our plumber also wrote up an estimate for this customer and the estimate was submitted to the customer for further evaluation.  Customer agreed to the work over the phone verbally and signed the form, the water was turned back on after the work was completed on the premises.  There have also been documentation scanned to provide evidence in this case.

  Customer Answer

  Date: 01/21/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Yes, the technician came out and turned off the meter, but I was not provided with an estimate of the work to be done and what it would entail to fix the leak. I also asked the technician how an estimate of work was to be determined just by shutting off the meter? How big was the hole causing the leak? Why did the leak occur? What kind of pipe is used from the meter to the house? Were they estimating just one way to fix the leak or could there be multiple ways at varying price points to get the leak under control? Where was the water leaking/draining off too if it wasn't pooling up in the yard? For a technician to come out and there be no follow-up with an estimate, the $99.00's was spent on doing something I was already aware of due to a high water bill- I had a leak! & It wasn't in the house! I called stating those facts to get the technician to come out! If the leak is on one side of the meter or the other could also determine if the County is responsible for the cost of repair or the homeowner. That's important to know before maybe paying for something that maybe I wouldn't have to! I paid a technician to tell me what I already knew, to do what ai had already done, and didn't get any type of information on the materials, length of time needed to fix (labor), what the options were for fixing and merits or downsides to the options I could choose from, etc. So an estimate that I didn't receive was going to be based off the only fact the technician had in his arsenal was something I had already informed the business of when making the appointment, and that was that the meter was still running when the house line inside was cut off? I should've gotten an estimate and how that estimate came to be determined. Isn't that also what the $99.00's covered as well as the technician's brief visit? Thank you.Regards,***** *****