Greco & Haines, Inc.

The dispute reported by *** 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 *** *** 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 jobThis 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, *** *** still would have been charged the exact amount of $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 businessWe keep meticulous records of well locationsBut ( 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 *** *** signed the work order acknowledging the chargeThank you for the opportunity to reply to this complaint.Greco & Haines, Inc

I have been using Greco and Haines for my water treatment needs for many years!! My water is awesome!! They are always promp, courteous and professional They know everything there is to know about water and Im glad my water is in their hands!!!

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.

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 pressure. An 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 1.5 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 2 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.

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]

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]

Review: A week ago Grecian and Haines serviced my water softener and changedthe filters. Today the water was orange again. After being promised that a tech would be sent out immediately to resetthe timer, I was put on the phone with a rude abusive woman named [redacted] who refusedto give me the full name of the owner and also refused to give me her last name.She cancelled the appointment and insulted me. My water is unusable, and at this time Greco and Haines is refusing to honor their contract.

Product_Or_Service: system maintence, filter change

Desired Settlement: DesiredSettlementID: Refund

I would like a refund. These people are rude and incompetent.

Business

Response:

Business Response /* (1000, 5, 2013/04/15) */

Desired settlement: [redacted] would like a refund.

[redacted] was given a full refund on the same day she called in -to her ( her mom's ) credit card that was used for the service.

Refund completed the same day asked for. No further refund due as it has been given.

[redacted] forgot to tell the Revdex.com this.

[redacted] was posted on our no service list.

In error a clerk set up her service.

Please let me explain why she was on our no service list:

Back in 2010 we were called out to make a delivery to her residence-when we arrived and delivered the product requested, we went to get paid and she said her mom will pay. We then called her mother - who told us she had a contract with Eastern and that no one had told her we were to deliver. [redacted] said she did not have that kind of money - we had to take the delivered materials back and she was told to never call us again.

Well she called in yet again in 2010- this went like this:when we arrived [redacted] was acting very uncomfortably for no reason. We found out that she had [redacted] filters- which we cannot service- as they are not the same as ours- she insisted that we try them anyway. We told her they aren't cheap to just try.

She refused to pay for the filters that we tried- and now could not use anywhere else.

We went out to our truck and [redacted] would not let us back into the house and refused to answer the door.

We were not paid this time either.

Revdex.com - see the pattern?

We had not heard from [redacted] since 2010- as I stated we had a newer service clerk take a call from her on 4/1/13- because [redacted] stated that she was a new customer- and the clerk never looked up this past record.

We went and performed a lengthy routine,thorough maintenance to her equipment all of which was not installed by us.

This was done on 4/2/13.

All was fine and the water tested fine at that time.

The ticket was signed off by [redacted].

When she called in on 4/10 with a problem, it was decided that this account should never have been serviced due to the past problems with it and that we needed to walk away and refund the money and leave her with all the materials and our labor at no charge.

When we tried to talk to [redacted] she continued to make up stories that were nothing to do with the matter at hand.

She stated she wanted someone out there right then or a refund-

we said we will issue the refund and be done with ever servicing her.

We issued the refund within minutes.

Yes indeed I was less than friendly and professional in speaking with [redacted].

[redacted] has a mannerism that provokes you to literally defend yourself

against her insinuations and comments.

We are aware of some postings by [redacted] on the subject of [redacted], as well as the fact that in those she states that she has been a victim of a terror campaign for over two decades- this can all be verified online in her article dated 4/24/2010- [redacted] Campaign.

We did not wish to continue this relationship for many reasons , some of which were stated above, others that are not stated here and not needed to be stated.

The refund was issued. It was issued promptly. The matter is satisfactorily closed and handled professionally.

We will not ever service the account again, and wish [redacted] to never call us again.

She can call any other company in the State of CT to service her- including the one(s) that installed all her equipment or anyone else- just not us.

Thank you.

[redacted], President/CEO

Greco & Haines, Inc.

Business Response /* (-10, 10, 2013/04/18) */

Dear Revdex.com,

Ms. [redacted], in our opinion, is inaccurate and misinformed.

Our servicemen were not incompetent and not impolite at all.

She never made that statement at the time of service or after- until she demanded a refund or an immediate visit to reset her timers.

They were courteous and respectful and professional at all times.

Ms. [redacted] is the one who is not being forthcoming about the matter.

I was not unkind.

When I was spoken to in a manner that literally made the hair on my arms stand up and bristle- due to the nature of the accusations and the manner of the demands - I tend to be on the defensive.

When a customer has previously literally stolen goods and or services as is the case here-no payment for the 2nd trip and return of the materials from the first trip due to lack of payment- evidenced by the past two visits to this residence- it is time to walk away from such a customer and not look back.

She has no service contract with us.

She got and paid for and was refunded the monies for a service call- it is not a contract in any form.

No slander or libel was made. Whatever the political work is that Ms. [redacted] performs has zero bearing on our services- but plenty of bearing in the matter of how she perceives what she gets and does or does not pay for.

Again, the refund was made within minutes of the demand, and this letter to you should never have been sent.

We remain resolved to provide quality service to all customers.

But defend our right to refuse to service some customers who we deem unable to be serviced within reasonableness.

We are glad the matter has been closed and resolved.

[redacted], President/CEO

Greco & Haines, Inc.

Review: we had Greco and Haines come to do a yearly service on our water system. they told us we needed several new parts to fix the system. the total bill came to 415.00. this was extremly high but I trusted they knew what they were doing. one day after they left the water began to turn brown and the iron level went very high and became undrinkable. we called them and they came back to look at the system. they told us they were not sure how to fix it and left. at this point we are out 415.00 and have a water system that is not working. I would like to get a refund on all of the labor and parts for this service. hopefully the Revdex.com will help us resolve this issue since we now have to get bottled water as well as wash white clothing at a family members house. thank you for your help on this matter,[redacted]Desired Settlement: DesiredSettlementID: Refund

full refund of service call. 415.00

Business

Response:

Revdex.com,

Thank you for the opportunity to reply.

We will list the facts in chronological order for you.

On 7/23/13 Our service techs did the routine yearly service.

Per their work ticket they replaced the pod shut off valve and injectors and screens and also dumped the potassium drum and cleaned it out and added 10# of potassium permangenate.

The total service came to $415.30 with tax and labor and chemical and parts.This was paid COD as is our policy.

On 8/29/13- the customer called to complain about the iron in the water and also he said he was not happy about how much $$$ he spent on 7/23/13 service and that he had been planning to call but just had not gotten around to it.

Our service supervisor [redacted] told the customer that he was going to be in [redacted] first thing the very next day on 8/30/13- and the he would be happy to stop by between 9 - 9:30 a.m. - He said fine - his wife would be there.

On 8/30/13 our two service supervisors [redacted] and [redacted], went to the house and arrived at 9:00 a.m.

They started testing the water at the kitchen sink.

Their tests showed that the water was perfectly soft at zero grains per gallon, and that the Ph was perfect at 7.4, but that there was iron in the water at 2 parts per million.

They then tested the water right after the iron filter unit but before the water softener- and found it to be 14 grains hard, 10 PLUS parts per million of iron, and the Ph was 7.4.

They then tested the raw water- meaning untreated- they found the iron was at 10 PLUS parts per million, the Ph was at 7.4 and the hardness was at 14 grains.

On the 7/23/13 service the service techs recorded that the raw iron test was at just 3 parts per million of iron.

We then explained this all to Mrs. We told her that the iron level was over 10 PLUS parts per million and that the treatment system was not capable of ever removing that much iron.

We also explained that the iron level was much

higher now on 8/30/13 than on the 7/23/13 service when it was 3 parts per million.

This can and does occur- it's Mother Nature at her best.

We also told her that we would be back in touch with her or her husband on Tuesday 9/3/13 to set up a metals lab test so we could see exactly how much iron we were dealing with so we can see about treating it properly. This was to be done at no charge at all to the customer.

On 9/3/13 [redacted] , our service supervisor, called [redacted]- there was no answer. [redacted] left a message saying to please call him( [redacted]) back so we can set up with an appointment to draw the metals lab test at no charge.

We never received a call back from Mr. [redacted]- instead we get this complaint from the Revdex.com.

We stand ready , willing and available to help this customer- should they wish to work with us. We do not stand ready to refund any monies as they are not due for refund for any reason as we have outlined here.

We would be willing to work with the customer as we did - promptly and diligently- and resent the complaint being brought to the Revdex.com for no good reason.

Please let us know how the customer wishes to proceed.Thank you,

Greco & Haines, Inc.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: there is no written response from the company to review.

Sincerely,

I have been using Greco and Haines for my water treatment needs for many years!! My water is awesome!! They are always promp, courteous and professional. They know everything there is to know about water and Im glad my water is in their hands!!!

Called last summer, and was quoted outrageous price, and was still estimated. Declined work, and had to pay $150 for estimate. Their website stated all estimates are free.

We are very impressed with the response to our emergency call, from the technician that returned our call within minutes, the scheduling dispatcher first thing the next morning, and the two employees who were courteous and informative. The problem was diagnosed and rectified much more quickly and at much lower cost than we anticipated. We are very pleased with our first experience with Greco and Haines, and will recommend this company.