I am repeating myself here, but, [redacted] knows that the [redacted] unit is not a brand that we sellIt is a protected proprietary brand, no one except for a dealer can get parts readilyWe did not know what the issues were with the machine until we investigatedWe have been successful at servicing his existing other brand equipment as well as ours all the years we have worked for himAnd I did call him to discuss his situation contrary to what he is sayingHe was satisfied with our service all these years and in fact bought equipment from us to replace other brand equipment he had in placeIt was not an inconvenience to go to his place, we are a service business, that is what we doHe asked us to deal with an issue on a machine we do not sell and we couldn't fix it, could not get the partsAs a service business, not a charity, we need to be paid for our visitsWe did not ask to service his gear, he asked us knowing it was not ours
I am rejecting this response because: [redacted] from The Water Shed is repeating himself because he doesn't have any valid information to add to justify his side of the matterHe keeps referring to previous service calls, having no bearing on this particular callAll he has done so far is prove that we have been excellent long term customers that have paid all of their billsIn the past years, we have given The Water Shed over $in business and have paid every penny of itThis particular time we had a concern about the billI did speak to [redacted] once regarding what our options were and he told me the machine could not be fixed and he could sell me a new one for $I told him I would think about it and let him know We opted to get a second opinion from another companyThis other company was NOT a [redacted] Dealer and they were able to get parts, even though [redacted] states many times that "no one except a dealer can get parts readily" That company asked for a picture of the error that was being displayed so they could research it before coming and be prepared with parts if necessaryThey came to our house and repaired the unit and also discovered that the second unit in our house (which The Water Shed had already performed the yearly maintenance on) had an incorrect part on itThis part was a piston which was binding the timer and would have burned out the motorThe technician switched out the part to the correct oneThis incorrect part was put on our machine by The Water Shed after the yearly maintenanceWhen the yearly maintenance was done by The Water Shed technician, the machine flooded our basementI called to discuss this with [redacted] and he said he would send a technician back out to fix itWe spent hours cleaning up the mess made by the technician from The Water ShedNo compensation or help was offered to rectify thisWe paid the full price for the maintenance call AND for the return call to fix the water leakLittle did we know they installed the wrong part as wellWe never disputed these bills and gave them the benefit of the doubt and continued to do business with them [redacted] isn't even aware of the incorrect piston being installed because he didn't call us back to discuss he billWe would have told him all of this information if he would have talked to us This time when the accounts receivable person called to collect on the bill I said I don't feel I should be paying for this call since absolutely nothing was done and you knew what the error was before coming hereThe AR lady said she would get the manager (***) to call and discussI did not receive a call from ***, instead I received a letter in the mail saying he sent me to collectionsA customer has the right to dispute or question a bill from a company if they have concernsWe weren't given that opportunityIt's not right to send a good customer to a collection agency without even trying to resolve the issue and retain your good customerIf the Revdex.com would like to contact the technician from the company that repaired our two machines this time, we can provide his name and numberHe is willing to tell you what he found Our main complaint here is the way we were treatedHe acted like we did something wrong by calling him for service and questioning the billThe Technician didn't make a special trip to Bridgewater just to look at our machineHe would have had a full day of calls with other customers in the areaWe know this because we are always told we will send a technician when we are in your area for the dayI don't feel he acted in a professional or ethical mannerHe deliberately tried to tarnish our credit rating and he clearly doesn't want to do business with usWe have never said we didn't want them to service our equipment again or that we weren't going to pay the billIn fact, we have been more than understanding and accommodating with The Water Shed and the quality of their workWe just had questions and they weren't addressed
** *** has had two residences that we have done service on since He is very aware that we are not a dealer for the equipment he owns at his current place at *** *** *** **He should know that we do not have parts on hand to repair that equipmentin addition, he has two different
brands of equipment, neither of which are oursHe asked us to visit his premise and address an issue with his equipmentAfter investigating the situation, my technician decided that the unit that was malfunctioning and would need parts that we did not have at our immediate disposalWe charged our minimum fee of $plus tax, and gave him optionsThe key point is that ** *** knows we do are not a dealer for the brands of unit he ownsThere is a dealer for the *** unit in question right in *** where he livesWe are located in ***, but he chose us to service itcalls after our first visit with him in 2009, he has decided that he doesn't want to deal with us and dispute our last bill
I am sorry that this situation happenedNicole, the girl that talked to *** ***, is somewhat new to the companyIn addition, the file for the *** *** did not indicate that chemicals were requiredBut the service tech would know this upon arrival at the homeSo when *** talked to ***
***, she did not realise that products other than service were requiredSo it was an honest mistakeNevertheless, I called ** *** and left a message to follow up on her serviceAt this time I did not know she had filed a complaint** *** called me back, and at that time informed me that she had filed a complaintI told her I would send her a refund on the cost of the chemicalsThat is done.
At one time we used to include the cost of chemicals in a serviceWe can no longer do that, and some units take more than others to serviceMost people understand this and until this event, we have had no complaintsI do understand that there was a miscommunication on this call, and the refund should take care of it
*** *** at The Water Shed
Initial Business Response /* (1000, 11, 2016/09/14) */
I need to correct some details of what *** is sayingFirst of all, and this is a key point*** called because he had little or no water, and needed his well investigatedIt was decided during conversations between him, staff
and myself that he would like the well looked at by cameraThe well had a liner, and it was decided that checking this out before doing anything with or abandoning the well would be an appropriate first measureAt this juncture, we did not know what measures if any would be appropriate to re mediate whatever problems there might beWe charge for this service, we do not provide this service for free*** was aware there would be a charge, and he is indicating that he waited some time to get this service from us, not many people have the equipment to do itI'm not going to dispute that accusation, things must be scheduled when both parties can get togetherThis camera equipment is very expensive, fragile, makes no sense that we would send someone out with this gear and not charge to do itAnd why would he think that we do? At any rate, I myself went to his site and performed the camera workHis well had a liner that was in very rough shape, very rustyAnd the well had only a bit of water, my recollection is that the water level at that time was close to or at the bottomThe camera would not indicate exactly how much water the well makes, but it was clear that the water level was not rising during the camera work, indicating little or no production, at least during this procedureThis well made very little waterAnd as he had little or no water to spare, when I asked to use the washroom, he indicated that the woods would be fine
This well had no value in the condition it was inAnd it was not re-drillable because of the linerThese situations do not develop overnightWells deteriorate over time, there is lots of warningOwners know they have a problem and would typically deal with it well before this pointThe only remedy I could offer him for this well was to hydrofrack itHe had nothing to loseWe performed this procedure for himBecause this liner went down a long way, I decided to frack in the casing, which was slotted, in the hopes that the pressure might reopen the slots which are intended to allow water to enter the wellUnfortunately the casing was in such bad shape that the outward pressure from the packer expanded the casing and our packer blew up, destroying itThe repair of this packer cost *** *** knows thisThe pump could not be re-installed in the well*** also knows this, and the most rational thing to do with it at the time was to leave the whole assembly on the ground until further measures were takenFurther communication with *** led to a decision to drill a new wellHis comment; "At least you can recoup some of the money for your packer"I gave him a competitive price, he told me to go aheadAs his well would need a lot of casing and I did not have it in stock, I picked up casing locally at a premium price on I think the Friday after the hydrofrack with the idea that I could do it on the weekend, as he wanted it done sooner than laterMy son is taking mining engineering, drills with me when he can, it would look good on his resumeHe is my best helper, has drilled with me for yearsAnyway, as he asked me to drill his well, was waiting for us I thought, and we had prepared to go, I called him repeatedly to set it upHe was to move his boat, so I had to know all was done and readyTechnically we had a contract, he broke itAnd I spent money in preparationHe should have informed me that he had made other arrangements when he made them, saved me a lot of trouble
To sum it up here, *** called us, agreed to pay for camera workthe price to do this is minimum *** plus taxThat is what we charged himHe had a well of no value, The only thing that changed after we destroyed our packer, is that he could no longer put his pump into his non-producing well*** made various threats after getting his bill, even did a mock up complaint he would send to the Revdex.com if we pursued the billHe seems to know that most businesses will back off with this threat, a perception that must endI was very busy during this period, and decided I didn't have any time for a fight with himBut the bill stood, and when he was called recently to pay the bill, he obviously made good on his threatHe still owes the money for camera work, he got a service he agreed to pay for regardless of what happened after that
***, The Water Shed
Initial Consumer Rebuttal /* (3000, 13, 2016/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
BOTTOM LINE:
The Water Shed came to our home to do guaranteed hydrofracking to improve our wellAfter the hydrofracking failed and was subject to the guarantee, they sent a bill for additional costs that were supposedly not part of the guaranteeThose costs were not documented in advance and not signed off in advanceThere was no contract and no signed authorization for an extra *** costThe Water Shed reply does not dispute this
DETAILED RESPONSE:
Many things in the response from The Water Shed are not true
A *** inspection fee was never explained in advanceWhere is any indication of a separate cost for the initial inspection, or my authorization for this separate cost? I did not agree to any separate costWhat kind of company does not get authorization from the customer in advance for something costing *** or *** ** dollars, and then provides a surprise bill afterwards?
This was all supposed to be guaranteed: inspect the well and fix it with hydrofrackingIf no improvement, no costHowever, apparently that is only a misleading sales technique, and The Watershed tries to get you to pay in spite of the guaranteeNot a reputable business practice
Where does it say that only part of the work is guaranteed to be free if unsuccessful, and that there is a cost for the other part? They only tell customers about the guaranteed workIf there are hidden costs, those need to be documented in advance
The Water Shed did not give a competitive price, and we did not proceed with them for a new wellWe had no obligation to; we hired them to do guaranteed hydrofrackingThat's all
When the hydrofracking didn't work, we needed to assess our optionsWe did not make an immediate decision about drilling or digging a well or cisternsThis was discussed by phone with the owner of The Water Shed on Oct19, although he appears to be denying that nowTheir claim that we told them to go ahead with drilling a well is falseWhere is any evidence of this? Why didn't we schedule a time for their work, if we wanted them to go ahead? If their claim is true, why didn't they start the work? We did not return the harassing phonecalls every day from the Water Shed because we had not decided to proceed with themAre they going to deny those too? Their claim that we told them to buy pipes and drill a well is pure fiction and doesn't even make sense
Our well did still work until it was permanently broken by The Watershed, with damage in the *** ** dollarsThey don't disagree with thisAs the owner's reply notes, when Watershed left, our water pump was left on our lawn, not in the well
If their equipment broke, that is a cost of doing business for their company, and I am not liable for thatI have no idea how their equipment works, and when it is safe to use itThat is their roleIf they break their own equipment while they are operating the equipment, that is not the customer's responsibility (unless specified in a contract, which it was not)
The Watershed should just follow business practices for reputable businesses, and get sign-offs in advance for costs that are clearly statedInstead, they are trying to impose hidden fees, using a phony warranty as a sales technique, and making up stories that they have no evidence for, that don't even make senseNot a good way to do customer service or to promote your businessMuch simpler to do it the reputable way: state your costs clearly in advance, and get sign-offs from the customer
Final Consumer Response /* (4200, 19, 2016/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason that The Water Shed did the inspection is because it was part of the guaranteed hydrofrackingIt would not have been free if their guaranteed work had been successfulIf they don't want to provide their work "free" (not that it had any value other than for the hydrofracking), then they shouldn't provide a guarantee
In the same way, they sent a truck with a crane to work on our property for a day, with two operatorsI did not expect them to do that work for free either, but I do expect them to *** their guarantee
What a rip-offBlaming the customer, using a phony guarantee, applying hidden fees, and saying that the customer denies conversations when they could simply use purchase orders, work orders or written quotes the same as every other business doesShoddy business practices
Final Business Response /* (4000, 17, 2016/09/19) */
Response to #XXXXX C.***
*** is denying conversations that happened just because they weren't backed up in some other formWe do all kinds/most of our work by verbal agreementIf we backed up everything with hard copy, we would be bogged down to the point where things would stop happeningSo for all kinds of good reasons, we do business the way we do, and have done it this way for yearsOf course, with some people this does not workBut we are not changing the way we do things to avoid problems with the ** of people it doesn't work forWhen they deny having to pay a bill, we just write the bill, send it off, and leave it at that or put it in the hands of othersAnd we never work for those people againIt is a simple policy, and one that worksTo address *** comments, I will repeat what I said earlier with a bit more comment*** asked us to investigate the condition of his well in order to decide what he should do with itThis was a service he asked forObviously, he was under no obligation to do anything further after this service was rendered, and he got someone else to drill a well for himOur price was competitive, and this is something that can be proven with other quotes from other companiesHow he got a price *** ** dollars cheaper" is something I cannot comment on, as he was not forthcoming with any other information other than thatBeside the point, he got someone else, and that is his prerogativeBut this goes to the point that he was under no obligation to do anything else with us after he got us to camera his wellHe asked for this service, we provided itI drove to his home, an hour drive each way, plus a couple of hours on site with a very special and fragile piece of equipmentWhy would anyone expect a company to do this for freeThis makes no sense
***
I am repeating myself here, but, [redacted] knows that the [redacted] unit is not a brand that we sell. It is a protected proprietary brand, no one except for a dealer can get parts readily. We did not know what the issues were with the machine until we investigated. We have been successful at servicing his existing other brand equipment as well as ours all the years we have worked for him. And I did call him to discuss his situation contrary to what he is saying. He was satisfied with our service all these years and in fact bought equipment from us to replace other brand equipment he had in place. It was not an inconvenience to go to his place, we are a service business, that is what we do. He asked us to deal with an issue on a machine we do not sell and we couldn't fix it, could not get the parts. As a service business, not a charity, we need to be paid for our visits. We did not ask to service his gear, he asked us knowing it was not ours.
Initial Business Response /* (1000, 5, 2017/02/21) */
We have a proprietary product that we developed over many years of research, trial and error. The packaged products available to us for the purpose intended are expensive and not always effective. We just recently started selling the product...
that [redacted] refers to and are in the process of getting the proper labeling. We have offered [redacted] a refund on the products she paid for and hasn't used, and also allowing her to return but we would pick up the ones we dropped off at her residence.
Initial Consumer Rebuttal /* (3000, 7, 2017/02/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I specifically asked for this information and received a response that simply said they would not disclose. There was no mention of this new product or that they would provide info in the future... they simply said they would not give us a listing. If they developed the product, a simple list of chemicals should be available for clients when they sell the product.
I am rejecting this response because:
[redacted] from The Water Shed is repeating himself because he doesn't have any valid information to add to justify his side of the matter. He keeps referring to previous service calls, having no bearing on this particular call. All he has done so far is prove that we have been excellent long term customers that have paid all of their bills. In the past 9 years, we have given The Water Shed over $4800 in business and have paid every penny of it. This particular time we had a concern about the bill. I did speak to [redacted] once regarding what our options were and he told me the machine could not be fixed and he could sell me a new one for $1600. I told him I would think about it and let him know.
We opted to get a second opinion from another company. This other company was NOT a [redacted] Dealer and they were able to get parts, even though [redacted] states many times that "no one except a dealer can get parts readily". That company asked for a picture of the error that was being displayed so they could research it before coming and be prepared with parts if necessary. They came to our house and repaired the unit and also discovered that the second unit in our house (which The Water Shed had already performed the yearly maintenance on) had an incorrect part on it. This part was a piston which was binding the timer and would have burned out the motor. The technician switched out the part to the correct one. This incorrect part was put on our machine by The Water Shed after the yearly maintenance. When the yearly maintenance was done by The Water Shed technician, the machine flooded our basement. I called to discuss this with [redacted] and he said he would send a technician back out to fix it. We spent 3 hours cleaning up the mess made by the technician from The Water Shed. No compensation or help was offered to rectify this. We paid the full price for the maintenance call AND for the return call to fix the water leak. Little did we know they installed the wrong part as well. We never disputed these bills and gave them the benefit of the doubt and continued to do business with them. [redacted] isn't even aware of the incorrect piston being installed because he didn't call us back to discuss he bill. We would have told him all of this information if he would have talked to us.
This time when the accounts receivable person called to collect on the bill I said I don't feel I should be paying for this call since absolutely nothing was done and you knew what the error was before coming here. The AR lady said she would get the manager ([redacted]) to call and discuss. I did not receive a call from [redacted], instead I received a letter in the mail saying he sent me to collections. A customer has the right to dispute or question a bill from a company if they have concerns. We weren't given that opportunity. It's not right to send a good customer to a collection agency without even trying to resolve the issue and retain your good customer. If the Revdex.com would like to contact the technician from the company that repaired our two machines this time, we can provide his name and number. He is willing to tell you what he found.
Our main complaint here is the way we were treated. He acted like we did something wrong by calling him for service and questioning the bill. The Technician didn't make a special trip to Bridgewater just to look at our machine. He would have had a full day of calls with other customers in the area. We know this because we are always told we will send a technician when we are in your area for the day. I don't feel he acted in a professional or ethical manner. He deliberately tried to tarnish our credit rating and he clearly doesn't want to do business with us. We have never said we didn't want them to service our equipment again or that we weren't going to pay the bill. In fact, we have been more than understanding and accommodating with The Water Shed and the quality of their work. We just had questions and they weren't addressed.
I am rejecting this response because: We have yet to receive the promised refund
I am repeating myself here, but, [redacted] knows that the [redacted] unit is not a brand that we sellIt is a protected proprietary brand, no one except for a dealer can get parts readilyWe did not know what the issues were with the machine until we investigatedWe have been successful at servicing his existing other brand equipment as well as ours all the years we have worked for himAnd I did call him to discuss his situation contrary to what he is sayingHe was satisfied with our service all these years and in fact bought equipment from us to replace other brand equipment he had in placeIt was not an inconvenience to go to his place, we are a service business, that is what we doHe asked us to deal with an issue on a machine we do not sell and we couldn't fix it, could not get the partsAs a service business, not a charity, we need to be paid for our visitsWe did not ask to service his gear, he asked us knowing it was not ours
I am rejecting this response because: [redacted] from The Water Shed is repeating himself because he doesn't have any valid information to add to justify his side of the matterHe keeps referring to previous service calls, having no bearing on this particular callAll he has done so far is prove that we have been excellent long term customers that have paid all of their billsIn the past years, we have given The Water Shed over $in business and have paid every penny of itThis particular time we had a concern about the billI did speak to [redacted] once regarding what our options were and he told me the machine could not be fixed and he could sell me a new one for $I told him I would think about it and let him know We opted to get a second opinion from another companyThis other company was NOT a [redacted] Dealer and they were able to get parts, even though [redacted] states many times that "no one except a dealer can get parts readily" That company asked for a picture of the error that was being displayed so they could research it before coming and be prepared with parts if necessaryThey came to our house and repaired the unit and also discovered that the second unit in our house (which The Water Shed had already performed the yearly maintenance on) had an incorrect part on itThis part was a piston which was binding the timer and would have burned out the motorThe technician switched out the part to the correct oneThis incorrect part was put on our machine by The Water Shed after the yearly maintenanceWhen the yearly maintenance was done by The Water Shed technician, the machine flooded our basementI called to discuss this with [redacted] and he said he would send a technician back out to fix itWe spent hours cleaning up the mess made by the technician from The Water ShedNo compensation or help was offered to rectify thisWe paid the full price for the maintenance call AND for the return call to fix the water leakLittle did we know they installed the wrong part as wellWe never disputed these bills and gave them the benefit of the doubt and continued to do business with them [redacted] isn't even aware of the incorrect piston being installed because he didn't call us back to discuss he billWe would have told him all of this information if he would have talked to us This time when the accounts receivable person called to collect on the bill I said I don't feel I should be paying for this call since absolutely nothing was done and you knew what the error was before coming hereThe AR lady said she would get the manager (***) to call and discussI did not receive a call from ***, instead I received a letter in the mail saying he sent me to collectionsA customer has the right to dispute or question a bill from a company if they have concernsWe weren't given that opportunityIt's not right to send a good customer to a collection agency without even trying to resolve the issue and retain your good customerIf the Revdex.com would like to contact the technician from the company that repaired our two machines this time, we can provide his name and numberHe is willing to tell you what he found Our main complaint here is the way we were treatedHe acted like we did something wrong by calling him for service and questioning the billThe Technician didn't make a special trip to Bridgewater just to look at our machineHe would have had a full day of calls with other customers in the areaWe know this because we are always told we will send a technician when we are in your area for the dayI don't feel he acted in a professional or ethical mannerHe deliberately tried to tarnish our credit rating and he clearly doesn't want to do business with usWe have never said we didn't want them to service our equipment again or that we weren't going to pay the billIn fact, we have been more than understanding and accommodating with The Water Shed and the quality of their workWe just had questions and they weren't addressed
** *** has had two residences that we have done service on since He is very aware that we are not a dealer for the equipment he owns at his current place at *** *** *** **He should know that we do not have parts on hand to repair that equipmentin addition, he has two different
brands of equipment, neither of which are oursHe asked us to visit his premise and address an issue with his equipmentAfter investigating the situation, my technician decided that the unit that was malfunctioning and would need parts that we did not have at our immediate disposalWe charged our minimum fee of $plus tax, and gave him optionsThe key point is that ** *** knows we do are not a dealer for the brands of unit he ownsThere is a dealer for the *** unit in question right in *** where he livesWe are located in ***, but he chose us to service itcalls after our first visit with him in 2009, he has decided that he doesn't want to deal with us and dispute our last bill
I am sorry that this situation happenedNicole, the girl that talked to *** ***, is somewhat new to the companyIn addition, the file for the *** *** did not indicate that chemicals were requiredBut the service tech would know this upon arrival at the homeSo when *** talked to ***
***, she did not realise that products other than service were requiredSo it was an honest mistakeNevertheless, I called ** *** and left a message to follow up on her serviceAt this time I did not know she had filed a complaint** *** called me back, and at that time informed me that she had filed a complaintI told her I would send her a refund on the cost of the chemicalsThat is done.
At one time we used to include the cost of chemicals in a serviceWe can no longer do that, and some units take more than others to serviceMost people understand this and until this event, we have had no complaintsI do understand that there was a miscommunication on this call, and the refund should take care of it
*** *** at The Water Shed
Initial Business Response /* (1000, 11, 2016/09/14) */
I need to correct some details of what *** is sayingFirst of all, and this is a key point*** called because he had little or no water, and needed his well investigatedIt was decided during conversations between him, staff
and myself that he would like the well looked at by cameraThe well had a liner, and it was decided that checking this out before doing anything with or abandoning the well would be an appropriate first measureAt this juncture, we did not know what measures if any would be appropriate to re mediate whatever problems there might beWe charge for this service, we do not provide this service for free*** was aware there would be a charge, and he is indicating that he waited some time to get this service from us, not many people have the equipment to do itI'm not going to dispute that accusation, things must be scheduled when both parties can get togetherThis camera equipment is very expensive, fragile, makes no sense that we would send someone out with this gear and not charge to do itAnd why would he think that we do? At any rate, I myself went to his site and performed the camera workHis well had a liner that was in very rough shape, very rustyAnd the well had only a bit of water, my recollection is that the water level at that time was close to or at the bottomThe camera would not indicate exactly how much water the well makes, but it was clear that the water level was not rising during the camera work, indicating little or no production, at least during this procedureThis well made very little waterAnd as he had little or no water to spare, when I asked to use the washroom, he indicated that the woods would be fine
This well had no value in the condition it was inAnd it was not re-drillable because of the linerThese situations do not develop overnightWells deteriorate over time, there is lots of warningOwners know they have a problem and would typically deal with it well before this pointThe only remedy I could offer him for this well was to hydrofrack itHe had nothing to loseWe performed this procedure for himBecause this liner went down a long way, I decided to frack in the casing, which was slotted, in the hopes that the pressure might reopen the slots which are intended to allow water to enter the wellUnfortunately the casing was in such bad shape that the outward pressure from the packer expanded the casing and our packer blew up, destroying itThe repair of this packer cost *** *** knows thisThe pump could not be re-installed in the well*** also knows this, and the most rational thing to do with it at the time was to leave the whole assembly on the ground until further measures were takenFurther communication with *** led to a decision to drill a new wellHis comment; "At least you can recoup some of the money for your packer"I gave him a competitive price, he told me to go aheadAs his well would need a lot of casing and I did not have it in stock, I picked up casing locally at a premium price on I think the Friday after the hydrofrack with the idea that I could do it on the weekend, as he wanted it done sooner than laterMy son is taking mining engineering, drills with me when he can, it would look good on his resumeHe is my best helper, has drilled with me for yearsAnyway, as he asked me to drill his well, was waiting for us I thought, and we had prepared to go, I called him repeatedly to set it upHe was to move his boat, so I had to know all was done and readyTechnically we had a contract, he broke itAnd I spent money in preparationHe should have informed me that he had made other arrangements when he made them, saved me a lot of trouble
To sum it up here, *** called us, agreed to pay for camera workthe price to do this is minimum *** plus taxThat is what we charged himHe had a well of no value, The only thing that changed after we destroyed our packer, is that he could no longer put his pump into his non-producing well*** made various threats after getting his bill, even did a mock up complaint he would send to the Revdex.com if we pursued the billHe seems to know that most businesses will back off with this threat, a perception that must endI was very busy during this period, and decided I didn't have any time for a fight with himBut the bill stood, and when he was called recently to pay the bill, he obviously made good on his threatHe still owes the money for camera work, he got a service he agreed to pay for regardless of what happened after that
***, The Water Shed
Initial Consumer Rebuttal /* (3000, 13, 2016/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
BOTTOM LINE:
The Water Shed came to our home to do guaranteed hydrofracking to improve our wellAfter the hydrofracking failed and was subject to the guarantee, they sent a bill for additional costs that were supposedly not part of the guaranteeThose costs were not documented in advance and not signed off in advanceThere was no contract and no signed authorization for an extra *** costThe Water Shed reply does not dispute this
DETAILED RESPONSE:
Many things in the response from The Water Shed are not true
A *** inspection fee was never explained in advanceWhere is any indication of a separate cost for the initial inspection, or my authorization for this separate cost? I did not agree to any separate costWhat kind of company does not get authorization from the customer in advance for something costing *** or *** ** dollars, and then provides a surprise bill afterwards?
This was all supposed to be guaranteed: inspect the well and fix it with hydrofrackingIf no improvement, no costHowever, apparently that is only a misleading sales technique, and The Watershed tries to get you to pay in spite of the guaranteeNot a reputable business practice
Where does it say that only part of the work is guaranteed to be free if unsuccessful, and that there is a cost for the other part? They only tell customers about the guaranteed workIf there are hidden costs, those need to be documented in advance
The Water Shed did not give a competitive price, and we did not proceed with them for a new wellWe had no obligation to; we hired them to do guaranteed hydrofrackingThat's all
When the hydrofracking didn't work, we needed to assess our optionsWe did not make an immediate decision about drilling or digging a well or cisternsThis was discussed by phone with the owner of The Water Shed on Oct19, although he appears to be denying that nowTheir claim that we told them to go ahead with drilling a well is falseWhere is any evidence of this? Why didn't we schedule a time for their work, if we wanted them to go ahead? If their claim is true, why didn't they start the work? We did not return the harassing phonecalls every day from the Water Shed because we had not decided to proceed with themAre they going to deny those too? Their claim that we told them to buy pipes and drill a well is pure fiction and doesn't even make sense
Our well did still work until it was permanently broken by The Watershed, with damage in the *** ** dollarsThey don't disagree with thisAs the owner's reply notes, when Watershed left, our water pump was left on our lawn, not in the well
If their equipment broke, that is a cost of doing business for their company, and I am not liable for thatI have no idea how their equipment works, and when it is safe to use itThat is their roleIf they break their own equipment while they are operating the equipment, that is not the customer's responsibility (unless specified in a contract, which it was not)
The Watershed should just follow business practices for reputable businesses, and get sign-offs in advance for costs that are clearly statedInstead, they are trying to impose hidden fees, using a phony warranty as a sales technique, and making up stories that they have no evidence for, that don't even make senseNot a good way to do customer service or to promote your businessMuch simpler to do it the reputable way: state your costs clearly in advance, and get sign-offs from the customer
Final Consumer Response /* (4200, 19, 2016/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason that The Water Shed did the inspection is because it was part of the guaranteed hydrofrackingIt would not have been free if their guaranteed work had been successfulIf they don't want to provide their work "free" (not that it had any value other than for the hydrofracking), then they shouldn't provide a guarantee
In the same way, they sent a truck with a crane to work on our property for a day, with two operatorsI did not expect them to do that work for free either, but I do expect them to *** their guarantee
What a rip-offBlaming the customer, using a phony guarantee, applying hidden fees, and saying that the customer denies conversations when they could simply use purchase orders, work orders or written quotes the same as every other business doesShoddy business practices
Final Business Response /* (4000, 17, 2016/09/19) */
Response to #XXXXX C.***
*** is denying conversations that happened just because they weren't backed up in some other formWe do all kinds/most of our work by verbal agreementIf we backed up everything with hard copy, we would be bogged down to the point where things would stop happeningSo for all kinds of good reasons, we do business the way we do, and have done it this way for yearsOf course, with some people this does not workBut we are not changing the way we do things to avoid problems with the ** of people it doesn't work forWhen they deny having to pay a bill, we just write the bill, send it off, and leave it at that or put it in the hands of othersAnd we never work for those people againIt is a simple policy, and one that worksTo address *** comments, I will repeat what I said earlier with a bit more comment*** asked us to investigate the condition of his well in order to decide what he should do with itThis was a service he asked forObviously, he was under no obligation to do anything further after this service was rendered, and he got someone else to drill a well for himOur price was competitive, and this is something that can be proven with other quotes from other companiesHow he got a price *** ** dollars cheaper" is something I cannot comment on, as he was not forthcoming with any other information other than thatBeside the point, he got someone else, and that is his prerogativeBut this goes to the point that he was under no obligation to do anything else with us after he got us to camera his wellHe asked for this service, we provided itI drove to his home, an hour drive each way, plus a couple of hours on site with a very special and fragile piece of equipmentWhy would anyone expect a company to do this for freeThis makes no sense
***
I am repeating myself here, but, [redacted] knows that the [redacted] unit is not a brand that we sell. It is a protected proprietary brand, no one except for a dealer can get parts readily. We did not know what the issues were with the machine until we investigated. We have been successful at servicing his existing other brand equipment as well as ours all the years we have worked for him. And I did call him to discuss his situation contrary to what he is saying. He was satisfied with our service all these years and in fact bought equipment from us to replace other brand equipment he had in place. It was not an inconvenience to go to his place, we are a service business, that is what we do. He asked us to deal with an issue on a machine we do not sell and we couldn't fix it, could not get the parts. As a service business, not a charity, we need to be paid for our visits. We did not ask to service his gear, he asked us knowing it was not ours.
Initial Business Response /* (1000, 5, 2017/02/21) */
We have a proprietary product that we developed over many years of research, trial and error. The packaged products available to us for the purpose intended are expensive and not always effective. We just recently started selling the product...
that [redacted] refers to and are in the process of getting the proper labeling. We have offered [redacted] a refund on the products she paid for and hasn't used, and also allowing her to return but we would pick up the ones we dropped off at her residence.
Initial Consumer Rebuttal /* (3000, 7, 2017/02/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I specifically asked for this information and received a response that simply said they would not disclose. There was no mention of this new product or that they would provide info in the future... they simply said they would not give us a listing. If they developed the product, a simple list of chemicals should be available for clients when they sell the product.
I am rejecting this response because:
We have yet to receive the promised refund
I am rejecting this response because:
[redacted] from The Water Shed is repeating himself because he doesn't have any valid information to add to justify his side of the matter. He keeps referring to previous service calls, having no bearing on this particular call. All he has done so far is prove that we have been excellent long term customers that have paid all of their bills. In the past 9 years, we have given The Water Shed over $4800 in business and have paid every penny of it. This particular time we had a concern about the bill. I did speak to [redacted] once regarding what our options were and he told me the machine could not be fixed and he could sell me a new one for $1600. I told him I would think about it and let him know.
We opted to get a second opinion from another company. This other company was NOT a [redacted] Dealer and they were able to get parts, even though [redacted] states many times that "no one except a dealer can get parts readily". That company asked for a picture of the error that was being displayed so they could research it before coming and be prepared with parts if necessary. They came to our house and repaired the unit and also discovered that the second unit in our house (which The Water Shed had already performed the yearly maintenance on) had an incorrect part on it. This part was a piston which was binding the timer and would have burned out the motor. The technician switched out the part to the correct one. This incorrect part was put on our machine by The Water Shed after the yearly maintenance. When the yearly maintenance was done by The Water Shed technician, the machine flooded our basement. I called to discuss this with [redacted] and he said he would send a technician back out to fix it. We spent 3 hours cleaning up the mess made by the technician from The Water Shed. No compensation or help was offered to rectify this. We paid the full price for the maintenance call AND for the return call to fix the water leak. Little did we know they installed the wrong part as well. We never disputed these bills and gave them the benefit of the doubt and continued to do business with them. [redacted] isn't even aware of the incorrect piston being installed because he didn't call us back to discuss he bill. We would have told him all of this information if he would have talked to us.
This time when the accounts receivable person called to collect on the bill I said I don't feel I should be paying for this call since absolutely nothing was done and you knew what the error was before coming here. The AR lady said she would get the manager ([redacted]) to call and discuss. I did not receive a call from [redacted], instead I received a letter in the mail saying he sent me to collections. A customer has the right to dispute or question a bill from a company if they have concerns. We weren't given that opportunity. It's not right to send a good customer to a collection agency without even trying to resolve the issue and retain your good customer. If the Revdex.com would like to contact the technician from the company that repaired our two machines this time, we can provide his name and number. He is willing to tell you what he found.
Our main complaint here is the way we were treated. He acted like we did something wrong by calling him for service and questioning the bill. The Technician didn't make a special trip to Bridgewater just to look at our machine. He would have had a full day of calls with other customers in the area. We know this because we are always told we will send a technician when we are in your area for the day. I don't feel he acted in a professional or ethical manner. He deliberately tried to tarnish our credit rating and he clearly doesn't want to do business with us. We have never said we didn't want them to service our equipment again or that we weren't going to pay the bill. In fact, we have been more than understanding and accommodating with The Water Shed and the quality of their work. We just had questions and they weren't addressed.