Del Gallery, Inc.

We will address the customer's issues in the order they
appear on the response form
1. The technicians spent more than a couple of minutes looking at a
pressure gauge in diagnosing the reported problem of low pressureAn amperage/ohms
test was done to the pump/wiring system. The air pressure was checked in
the cold water storage tank. The contacts were checked on the pressure
switch. The inlet on water storage tank was checked through cycling of
the well pump. This process requires more than a couple minutes of time
2. Our records indicate the well head is (was) exposed above
ground. These records date back to 2007, when we replaced the well pump
for the previous owner of the home. At that time, the head of the well
was exposed above ground. No locating devices were brought to the home
and no digging was required to access the well head. If [redacted] was
aware the well head was no longer exposed, whether due to changes made to the
landscaping by himself or the previous home owner, why did he not make our
office aware of it upon placing the service call? We would not mobilize
equipment when we have prior factual evidence it will not be needed
*In our opinion, it is a good practice to know the source and exact location of
a home's water supply when purchasing the home.*
3. [redacted] opinion of what our equipment costs are has no
significance to the issues at hand. If we knew the well head was not
visible, the proper equipment would have been brought to his home. At no
time in the previous response was there any mention to the equipment not being
brought to his home due to a high or inflated cost incurred by our
company.
4. The technicians did in fact stop after an hour at [redacted] home
to explain the situation and inform him a return trip was necessary. The
time billed was for hours, which included the travel fee, explained to [redacted] by the office upon placing his service call
5. [redacted] signed the work order and paid the service call charge in
full. It should be noted [redacted] called over hours after the
technicians had left his home to question the charges. I can only assume
this was after he called another company, therefore questioning our charges
after the low pressure problem was determined and the well had not been
located, leaving the other company with a pretty simple task.Thank you for the opportunity to respond.Greco and Haines, Inc

Complaint: [redacted]
I am rejecting this response because: 1)  WHAT CONSTITUTES A LEGITIMATE SERVICE CALL:   I do comprehend Greco & Haines has a different basis for a billable service call.  I just don't agree with their policy since I have never been expected in my 74 years of life to pay for a service call when nothing was done.  They state they diagnosed the problem.  If that means they read the pressure gauge and found it to be low, I had observed that before they arrived and that's why I called them.  2)  A couple of minutes looking at a pressure gauge hardly constitutes justification to charge for a service call. 2)  METICULOUS RECORDS:  Greco & Haines claims to keep meticulous records of well locations.  They claim, as a customer, I chose to landscape the yard and bury the well head.  I did no landscaping in the area of the well cap.  I knew the well cap was not visible when I called for their service, but they claimed they had records to locate it.  The meticulous records are not so meticulous.3)  COST OF EQUIPMENT IS GRECO & HAINES JUSTIFICATION FOR NOT HAVING IT FOR THE TECHNICIANS:  Greco & Haines did not have the proper equipment with them to locate my well cap.  Their rationale for not having this equipment on the truck is due to its high cost.  I shouldn't have to pay because they chose to keep their expenses down by not equipping their technicians properly.  I own a business, and there are times when my equipment cost is high, but I have it to provide service to my customers.4)  COMPANY POLICY TO STOP AFTER AN HOUR:  Despite the fact that Greco & Haines policy is to stop after an hour if they haven't found the well cap, in my case, I was billed for 1 1/2 hours.5)  DEMAND FOR MY SIGNATURE:  Although I was upset with the lack of service, I was told I had to sign that the technicians had been at my property.  I signed, but within the same day, I objected with management at Greco & Haines only to be told that was their policy.  At this point, I decided to contact a different company that provided the service effectively and efficiently at a reasonable cost.
Sincerely,
[redacted]

The dispute reported by [redacted] is the direct result of a lack of comprehension on his part regarding the basis for a billable service call from our company ;as was explained by our office prior to dispatching our technician(s) to any customers' home.As we will reiterate below, the time spent by...

the service technician(s)  was billable at regular labor rates.A return trip was required to complete the job, however, the time spent diagnosing the problem warrants a service call charge.We are not  disputing the technician(s) did not have the advanced locator(used in cases where the well is extremely difficult to find)   available.The dispute is [redacted] is not considering the fact a service call charge still applies.This locator is one of two specialty locators that we own due to their high cost.In this situation, it is the company policy to STOP after an hour on the job and inform the customer alternative equipment would be needed to complete the job. This does not mean the technician(s) were not able to perform any work.The system was cycled, the problem was correctly diagnosed. Whether the job was completed or not on 10/13/15, [redacted] still would have been charged the exact amount of $191.43 in addition to the repair cost.It would be impossible for the technician to make a correct diagnosis without spending adequate time testing and cycling the system.This time spent is not free of charge.This is not a common occurrence in our business. We keep meticulous records of well locations. But ( most of ) our customers know that their every day water supply comes from a well and therefore choose not to landscape their yard burying the well head ( as was the case here) without so much as leaving a stone to mark its' location.As previously stated, the charge is valid and [redacted] signed the work order acknowledging the charge. Thank you for the opportunity to reply to this complaint.Greco & Haines, Inc.