ComplaintsforAquasense

• Initial Complaint

  10/04/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have an appt at 10am 10/14 to winterize sprinkler system and to do backflow test. No one showed up and thus I called Aquasense to figure out what's going on. A lady picked up the call and told me they suspended the service due to ~$200 unpaid **** in July. I told her I plan to send them one check to include everything after today's service. No one ever told me that the pending charge will block the service, not even when I made the appt for today. It is a big surprise to me after wait for one month no one showed up and no one notified me about this. I have used Aquasense since 2019 and have a clean payment history. Today the lady who answered phone is very impatient. She repeatedly blamed me for not paying the July **** and didn't care my explanation at all. I asked if I can talk with her manager or someone else in Aquasense and she said no. It is unacceptable to book the customer's appt and then simply cancel it without notification. The lady's rude attitude makes things even worse

  Business response

  10/15/2021

  Regarding this customers complaint - I agree that our office staff could have handled this in a better way and consequently we are reviewing our policy.  Our current policy is we don't provide additional services to customers that have balance that is greater than 60 days past due.  According to our records this information was conveyed when the appointment was scheduled on August 31st and the appointment was left unconfirmed for payment.  When the appointment came up on October 4th and the payment had not been received yet the office staff should have offered for the customer to pay by credit card - its unclear to me if this option was offered?  Looking at our records it appears that the payment was received and posted a week after the appointment date on October 13th - no late fee was charged by us.  We would like to offer the customer winterization in the current week.

   

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