Guthrie & Frey, Inc

Review: I contacted Guthrie and Frey to ask a question about my Iron Filter system they installed five years ago. The lady indicated that they like to "inspect" the system every five years to make sure it is working ok. I informed her that it seemed to be running somewhat hot. She indicated the "inspection" would take approximately an hour. I inquired about how much it may cost for someone to come out and "inspect" my water system. She said $117.00. On Monday, 07/15/2013 "[redacted]" from Guthrie and Frey arrived. I showed him where the system was. Note: I was in the next room with my three kids as he was looking over the water system. [redacted] left the room once to get some items, never saying anything to me as he walked right past me. Approximately 25 minutes later he exited the room and began walking up the stairs. I followed and asked if he had completed the work. [redacted] stated, "yes, all done". I asked if he could walk down with me and show me what he did. We walked down stairs and he began going over a bunch of things that he added to my water system. I replied, "[redacted], this sounds great, it was all within the $117.00 I was quoted right? [redacted] said, "well no, I suppose I should have let you know". [redacted] then handed me a bill for $394.84. and said, I can always take the parts that I put in out, if that's what you'd like. I asked [redacted] if he was ever going to ask me for approval to go over the allocated $117.00 and informed him the bill was now 3 times what I was told it would be. I complained to "[redacted]" at Guthrie and Frey, she told me [redacted] made a mistake in not getting permission in not checking with me, and indicated that [redacted] is a great employee. She said [redacted] didn't want to "disturb me while I was with my kids". [redacted] offered to take off 10% of 39 dollars on the bill. I informed her that was not good enough as we are on a fixed income and cant afford to get bills that are 3 times what we are expecting to pay. I then got off the phone. Later, my wife called [redacted] and spoke with her. [redacted] now was using strong arm tactics such as, "if you don't like the amount then we will come to your house and take our installed products out". We informed [redacted] that this is no way to run a business, low ball the initial quote to get into some ones residence and then jack it up 3 times that amount upon exiting, especially with out telling the customer what you're doing.Desired Settlement: Our desired outcome is for Guthrie and Frey to change their policy and tell the customer up front the amount things may cost. Don't tell us this is going to cost $117.00 and then give me a bill for $394.00. In addition, [redacted] didn't explain anything he did to me. I had to ask him to come downstairs and show me what he did. He seemed irritated that I was asking him to explain his work. He could not answer me when I began to question him about the price as well. All he said is this part cost this much and this part cost this much. Sue had clearly spoken to [redacted] prior to me call her back. I informed her that the bill was unacceptable and I could not afford to pay the entire bill. Her stance on "well we will just come over and get it" doesn't sit well with me and is extremely unprofessional.

Business

Response:

I am in receipt of complaint [redacted]. I have prepared the following response for

your review.

*I agree with Mr. [redacted]’s version of the initial

conversation. In the service business,

we often quote the one hour service call and then go on to discuss any other

recommendation (time/materials), if required, based on what might be discovered

during the service call.

*I also agree that our technicians are instructed to discuss

any additional expenses associated with our recommendations prior to performing

the additional work.

[redacted] did discuss the additional work and related costs

after the work was performed but BEFORE leaving the home. At that time, [redacted] offered to remove the parts

and remove the related costs from the billing.

Mr. [redacted] said “leave it as is and I’ll work it out with the owner”. Now that, to me, represents the deceptive

part of this transaction.

*Upon receiving the complaint, we again offered to return to

remove the parts in questions and deduct that portion of the work from the

bill. Again, Mr. [redacted] refused to allow

us to return and simply began to reiterate his case that he simply should not

have to pay for the parts (fixed income, etc.).

At that point, we offered to discount the bill by 10% and he seemed to

indicate that it was an acceptable resolution.

*At this time, we are again offering to return to remove the

parts in question and return his bill to the $117.00 that he was

expecting. We have no intention of

simply “donating” the time and materials required to repair his system as he

knows he needs the work/parts in question and has simply decided not to pay for

it.

In summary, it seems to me that there is no dispute about

the quality and/or necessity of the service rendered and that Mr. [redacted]’s

argument centers on the fact that he was not informed before the work had taken

place. Our response to that is

simple. If he doesn’t feel he needs the

parts/service, we would be happy to return to remove the parts in question and

delete the costs associated with them. He

can then feel free to find another vendor.

Please touch base with any other questions. At this time, the $394.84 bill less the 10%

($357.27) will stand on our end and be forwarded to our collections department

on 8/30/13. Also, we would ask that any

further communications between Mr./Mrs. [redacted] and this office be conducted in

writing as our last experience with them was very unpleasant.

Sincerely,

Guthrie & Frey

Review: Moved into our new [redacted] home 11/1/2014. Was given the oppurtunity to upgrade some water sofner equiptment from this company and I paid the upgrade fee of 2,007$ with a check in summer months , and now that we have moved in and are settled we recieved a bill for an additional $3,604.14 and was told if We didnt pay this dollar amount 12/22 by 5:00pm they would put the bill to collections and come to our home on the eve before Christmas and take it from our house. Had I known about the additonal $3,000 bill I may have reconsidered the upgrade. I was told this money was going to be billed to [redacted]. So in the end I paid the additonal 3,604.14 before the 5:00pm 12/22 deadline . I just think this was not communicated to me before we made the upgrade and I would like the billing error rectified.Desired Settlement: I would like a refund for the money I was charged for the upgrade because I was not supposed to be billed for it. It was supposed to billed to Belinski homes. I was told it was a "gaurentee" upgrade. I was however refunded $418.00 and I would like the remaining 1,589$ that is owed to me. This has been such a hassle and especially around the holidays.

Business

Response:

Please note that Guthrie & Frey, Inc and Guthrie FreyLLC are two individual companies. G&F Inc provides well and pump equipment, while G&F LLC provideswater treatment for the interior needs. This customer received separate quotes for the well and pump system andthe water treatment equipment system. Customer contracted with Guthrie& Frey Inc. for the well andpump system for their newly constructed home. The base well system, which was invoiced to the builder as part ofthe new construction allowance, was a system designed to produce 10-12 gpm,included a 15 foot lateral, ¾ hp 10 gpm submersible pump set to a depth of 85feet and a 35 gallon pressure tank. Thecustomer stated they needed an upgrade to the allowed equipment due to familysize and the need for greater pressure to the home. The optional upgrade proposal, which the customer agreed toand approved, included a larger pump, larger pressure tank, 1.25 “ piping ratherthan 1” piping and additional trenching to accommodate the request for a systemto meet the family needs. This upgradewas proposed and accepted for $2,007.00. Guthrie & Frey Inc.mistakenly included a ¾ hp pump, while the builder package allows for a ½ hppump. Due to the error, Guthrie & Frey Inc refunded thecustomer $418.00 from their $2007.00 payment. The $2007.00 remittance was payment in fullfor the upgrade. Guthrie & Frey, LLC provided a proposal for the watertreatment equipment consisting of an iron filter and a water softener toeffectively treat the incoming water for the interior use. The bill for this equipment totaled$3604.14. This included billing for a aniron filter, a water softener, additional plumbing to allow water to the hosebibs, a bypass, and softener salt for the initial fill of the softener brinetank. The water treatment equipment was installed on 10/20/14 andthe agreement for this work was signed by the customer. In summary:The well and pump work was an upgrade from the buildersstandard package and had a cost of $2007.00 less the $418.00 refund for themiscommunication on the difference between the ½ hp vs. the ¾ hp pump.The water treatment equipment had a cost of $3604.14 toinstall equipment to treat the water to prevent hardness or iron staining andodor. All work was billed as proposed and the proposals acceptedby the customer prior to any work being completed.