Beller Distributing LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear belowWe had a contract with Blood Hound to find our underground lines to protect them from damage to themWe own over acres of land which is why we did inform Blood Hound that our electric contractors would be on site to inform them of the general area they would be digging as we didn't need them to search the whole property only the areas they were going to digBlood Hound informed us AFTER the fact that the septic and water lines were not found which was not in the agreed contractThe manager tried to inform me that we gave our electric company to speak on our behalf and alter our contract without our knowledge which was not at all the case We hired Blood Hound to find the undergound lines and to provide insurance for if a problem were to ariseSince Blood Hound did not do their job as agreed significant damages have happened which include but were not limited to needing to get the whole pipe replaced, clean up of sewage inside the home, tear up and replace our bathroom flooring, as well as it causing damage to our other propertyAs per our contract with Blood Hound, we are entitled to have them give us cost of repair to the line that was damagedWe did everything in our power to insure a fair estimate was gotten by getting three different estimates as well as allowing Blood Hound the opportunity to come out themselves to as the damage as well as we offered to allow them to have out their own plumber if they wanted toThey declined having a contractor come out on their behalf and continued to tell me how a whole line replacement was not needed and that they would only pay for a portion of it We declined the offer from Blood Hound as the offer is not what was agreed upon in the contract Regards, [redacted]

My name is [redacted] and I handle these types of issues for Blood Hound in the rare circumstances that they do ariseWe did provide a written response online, but when we went to submit it the system came back and told us we needed to log in again and erased our responseThe next time I tested the system first, only to have it log my test and not allow me to submit another response so I do apologize To respond to [redacted] , I would like to let you know that I did speak with Mr [redacted] about the incident and tried to explain everything to him, but I will clarify everything again When he called in and ordered the service for Blood Hound to go and try to locate the water line, they were informed of the hourly rate and that it would be a minimum one hour charge for us to go to the site In response to Mr [redacted] stating that we were only “minutes on site”, again that is simply not the caseWe have GPS tracking on all of our vehicles and our technician was at the job site almost a full hour and stopped at the hour because if he wasn’t able to get the line based on the information provided by the client, then they did not want to go into a second hour resulting in additional charges Our technician was attempting to use Ground Penetrating Radar to locate the water line in very bad conditions (a lot of mud and water) because he was told upon his arrival that the water line we were looking for was plasticTelling us the technician the line was PVC came from the client’s wife who also signed the work order stating she said the line was PVC(I have attached a copy of the signed work order.) Based on that information, the technician began trying to use GPR to locate the plastic water line with no tracer wire because that is the only wayPictures of the cart in the mud and water are also attached showing we were on site far longer than minutes and tried to find the line Finally, when the client called in to complain we sent a manager to the site to review the locate and to see exactly what had happenedOur Manager was told to leave the property and not allowed to checkHad he been allowed on site, he would have checked everything and even tried additional means to locate the water lineUnfortunately, the client would not allow us to investigate or help We believe we took all of the steps to try and resolve the issue and assist the clientHe was only charged the minimum fee which he was made aware of when he first placed the call to Blood Hound, and we did not charge anything beyond the minimum chargeIf you have any questions after reviewing this information, the signed work order or the photos, please call me on my direct line at 317-286-Thank you! Larry KO [redacted] Vice President of Business Development

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Their sales person assured me on the phone that my work would not take more than one hour, and would not cost more than the $agreed to payThe second charge to my debit card was not authorized by me.When I first called to complain to the manager, he listened to the original sales call and admitted that the sales rep told me my job would not take more than one hour Regards, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.We had a contract with Blood Hound to find our underground lines to protect them from damage to themWe own over acres of land which is why we did inform Blood Hound that our electric contractors would be on site to inform them of the general area they would be digging as we didn't need them to search the whole property only the areas they were going to digBlood Hound informed us AFTER the fact that the septic and water lines were not found which was not in the agreed contractThe manager tried to inform me that we gave our electric company to speak on our behalf and alter our contract without our knowledge which was not at all the caseWe hired Blood Hound to find the undergound lines and to provide insurance for if a problem were to ariseSince Blood Hound did not do their job as agreed significant damages have happened which include but were not limited to needing to get the whole pipe replaced, clean up of sewage inside the home, tear up and replace our bathroom flooring, as well as it causing damage to our other propertyAs per our contract with Blood Hound, we are entitled to have them give us cost of repair to the line that was damagedWe did everything in our power to insure a fair estimate was gotten by getting three different estimates as well as allowing Blood Hound the opportunity to come out themselves to as the damage as well as we offered to allow them to have out their own plumber if they wanted toThey declined having a contractor come out on their behalf and continued to tell me how a whole line replacement was not needed and that they would only pay for a portion of itWe declined the offer from Blood Hound as the offer is not what was agreed upon in the contract
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***

In response to the consumer regarding claim ID [redacted], Blood Hound did respond and perform the service as directed by the consumer’s contractor.  The consumer was not on site when services were rendered, and all on-site directives came from the consumer’s electric contractor.  Blood Hound was told by the contractor not to locate the water and sewer lines on the property, because they were deeper than the planned excavation.  So, these lines were intentionally left not marked per the contractor’s directions. The consumer’s own statement confirms “they own over 3 acres of land and that the electric contractor would be on site to inform them of the general area they would be digging as we didn’t need them to search the whole property only the areas they were going to dig.”  This is factual information.  However, the contractor told Blood Hound not to mark the septic or water lines. Blood Hound has only received one repair estimate from [redacted] for the replacement of the sewer line, from the house to the septic tank. Blood Hound agreed to pay $1,500.00 toward the repairs of the sewer line, but the consumer wanted financial compensation for the replacement of the entire sewer line. If the work from the electrical contractor did in fact cause the issue with the sewer line, it can’t be expected that anyone would agree to pay for the complete replacement of the line in question. Due to the fact that the consumer was not on site during the locate service, and all on-site activities were controlled by their electric contractor, Blood Hound performed as directed by their contractor. The offer of $1,500.00 was a “good faith” payment to get the sewer line repaired immediately.  The consumer declined the offer, and opted for an entire line replacement, therefore prolonging the situation.

Good morning, I have reviewed the response from Ms. [redacted], and still disagree.  Again, we never guarantee how long a job or project is going to take.  Ms. [redacted] did sign up for our Guaranteed Service, which covers the work with a $15,000 damage liability.  In order for us to honor that, our tech must be able to locate everything in and use any means possible.  Most of the time that's going to take longer than an hour to finish.  In this case it took our tech an hour and forty-five minutes.In response to the second credit card charge.  Again, we take a one hour deposit before the job is scheduled, and then run the credit card again for any remaining balance that above and beyond the one hour deposit already taken.  Ms. [redacted] signed our COD Agreement prior to the work being done and it specifically states: "if a credit card was authorized for the deposit on this work order, you agree that it will be charged for any remaining balance due".The COD Agreement Ms. [redacted] signed is attached.Thanks,Mike T[redacted]

My name is [redacted] and I handle these types of issues for Blood Hound in the rare circumstances that they do arise. We did provide a written response online, but when we went to submit it the system came back and...

told us we needed to log in again and erased our response. The next time I tested the system first, only to have it log my test and not allow me to submit another response so I do apologize.  To respond to [redacted], I would like to let you know that I did speak with Mr. [redacted] about the incident and tried to explain everything to him, but I will clarify everything again. 1.       When he called in and ordered the service for Blood Hound to go and try to locate the water line, they were informed of the hourly rate and that it would be a minimum one hour charge for us to go to the site. 2.       In response to Mr. [redacted] stating that we were only  “10 minutes on site”, again that is simply not the case. We have GPS tracking on all of our vehicles and our technician was at the job site almost a full hour and stopped at the hour because if he wasn’t able to get the line based on the information provided by the client, then they did not want to go into a second hour resulting in additional charges. 3.       Our technician was attempting to use Ground Penetrating Radar to locate the water line in very bad conditions (a lot of mud and water) because he was told upon his arrival that the water line we were looking for was plastic. Telling us the technician the line was PVC came from the client’s wife who also signed the work order stating she said the line was PVC. (I have attached a copy of the signed work order.) 4.       Based on that information, the technician began trying to use GPR to locate the plastic water line with no tracer wire because that is the only way. Pictures of the cart in the mud and water are also attached showing we were on site far longer than 10 minutes and tried to find the line. 5.       Finally, when the client called in to complain we sent a manager to the site to review the locate and to see exactly what had happened. Our Manager was told to leave the property and not allowed to check. Had he been allowed on site, he would have checked everything and even tried additional means to locate the water line. Unfortunately, the client would not allow us to investigate or help.  We believe we took all of the steps to try and resolve the issue and assist the client. He was only charged the minimum fee which he was made aware of when he first placed the call to Blood Hound, and we did not charge anything beyond the minimum charge. If you have any questions after reviewing this information, the signed work order or the photos, please call me on my direct line at 317-286-3906. Thank you!
Larry K. O[redacted]
Vice President of Business Development

This issue was resolved on 07/19/16.  On 07/19/16, we applied a discount of $422.50 to the invoice, reducing the invoice total to $300.00.  The customer's credit card was then refunded in the amount of $422.50.

We were instructed by the electrician from [redacted], who was the representative hired by the [redacted] to meet us on site, to not locate the water and septic lines.  The electrician provided us with these instructions because he believed that the lines were deeper than the depth that he would be...

digging.  As a courtesy to the [redacted], we offered to pay $1000.00 towards the repair costs, even though we do not believe that we are at fault for the damage.  The [redacted] declined our offer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We had a contract with Blood Hound to find our underground lines to protect them from damage to them. We own over 3 acres of land which is why we did inform Blood Hound that our electric contractors would be on site to inform them of the general area they would be digging as we didn't need them to search the whole property only the areas they were going to dig. Blood Hound informed us AFTER the fact that the septic and water lines were not found which was not in the agreed contract. The manager tried to inform me that we gave our electric company to speak on our behalf and alter our contract without our knowledge which was not at all the case.
We hired Blood Hound to find the undergound lines and to provide insurance for if a problem were to arise. Since Blood Hound did not do their job as agreed significant damages have happened which include but were not limited to needing to get the whole pipe replaced, clean up of sewage inside the home, tear up and replace our bathroom flooring, as well as it causing damage to our other property. As per our contract with Blood Hound, we are entitled to have them give us cost of repair to the line that was damaged. We did everything in our power to insure a fair estimate was gotten by getting three different estimates as well as allowing Blood Hound the opportunity to come out themselves to as the damage as well as we offered to allow them to have out their own plumber if they wanted to. They declined having a contractor come out on their behalf and continued to tell me how a whole line replacement was not needed and that they would only pay for a portion of it.
We declined the offer from Blood Hound as the offer is not what was agreed upon in the contract.
Regards,
[redacted]

We record our scheduling calls and did pull the call for this call between Ms. [redacted] and one of our CSRs.  The services and cost for those services were discussed with Ms. [redacted], and she did choose our Guaranteed Service, which is $225/hour with a one hour minimum.  The minimum is just...

that, a minimum we charge up front to persons or customers that do not have an established account with us. With the Guaranteed Service we are guaranteeing our work and will cover up to $15,000 in any liability claims if we happen to mis-mark a line and damage to a utility line occurs.  There is no guarantee on time it takes for us to do our utility locating, especially with the Guaranteed Service.  We must have the time in order to use all necessary equipment to insure that we are not making any errors or mis-markings.  The work was completed, but unfortunately it did take longer than hour to locate all utilities in the area designated by customer/Ms. [redacted].  Mike T[redacted]Call Center Manager888-858-9830, x1

My name is [redacted] and I handle these types of issues for Blood Hound in the rare circumstances that they do arise. We did provide a written response online, but when we went to submit it the system came back and...

told us we needed to log in again and erased our response. The next time I tested the system first, only to have it log my test and not allow me to submit another response so I do apologize.  To respond to [redacted], I would like to let you know that I did speak with Mr. [redacted] about the incident and tried to explain everything to him, but I will clarify everything again. 1.       When he called in and ordered the service for Blood Hound to go and try to locate the water line, they were informed of the hourly rate and that it would be a minimum one hour charge for us to go to the site. 2.       In response to Mr. [redacted] stating that we were only  “10 minutes on site”, again that is simply not the case. We have GPS tracking on all of our vehicles and our technician was at the job site almost a full hour and stopped at the hour because if he wasn’t able to get the line based on the information provided by the client, then they did not want to go into a second hour resulting in additional charges. 3.       Our technician was attempting to use Ground Penetrating Radar to locate the water line in very bad conditions (a lot of mud and water) because he was told upon his arrival that the water line we were looking for was plastic. Telling us the technician the line was PVC came from the client’s wife who also signed the work order stating she said the line was PVC. (I have attached a copy of the signed work order.) 4.       Based on that information, the technician began trying to use GPR to locate the plastic water line with no tracer wire because that is the only way. Pictures of the cart in the mud and water are also attached showing we were on site far longer than 10 minutes and tried to find the line. 5.       Finally, when the client called in to complain we sent a manager to the site to review the locate and to see exactly what had happened. Our Manager was told to leave the property and not allowed to check. Had he been allowed on site, he would have checked everything and even tried additional means to locate the water line. Unfortunately, the client would not allow us to investigate or help.  We believe we took all of the steps to try and resolve the issue and assist the client. He was only charged the minimum fee which he was made aware of when he first placed the call to Blood Hound, and we did not charge anything beyond the minimum charge. If you have any questions after reviewing this information, the signed work order or the photos, please call me on my direct line at 317-286-3906. Thank you!Larry K. O[redacted]Vice President of Business Development

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Their sales person assured me on the phone that my work would not take more than one hour, and would not cost more than the $225 agreed to pay. The second charge to my debit card was not authorized by me.When I first called to complain to the manager, he listened to the original sales call and admitted that the sales rep told me my job would not take more than one hour.
Regards,
[redacted]

Trying this as a test because it did not work last week when I tried to respond.