We will address the customer's issues in the order they appear on the response form 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 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[redacted] [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 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 [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 taskThank you for the opportunity to respondGreco 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 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 meticulous3) 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 customers4) 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/hours5) 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]
Called last summer, and was quoted outrageous price, and was still estimatedDeclined work, and had to pay $for estimateTheir website stated all estimates are free
We will address the customer's issues in the order they appear on the response form 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 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[redacted] [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 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 [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 taskThank you for the opportunity to respondGreco 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 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 meticulous3) 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 customers4) 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/hours5) 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]
Called last summer, and was quoted outrageous price, and was still estimatedDeclined work, and had to pay $for estimateTheir website stated all estimates are free