Virginia Backflow Technologies, Inc

We do not use group list for any communications We do send out emails with blind copy feature during notification of spring activation and winterization services for the fall These emails should not show any other customer's email address unless the email service provider had some sort
of problem that we were never made aware of by the provider I have never received a complaint about privacy I did in fact copy *** on text messages and or emails from *** in order to make sure each of us were operating under the same assumptions and or informationSo in closing, we do not use group list in a manner that would effect any customer's privacy as that would be irresponsible If this did happen I would like proof of this and copies of such correspondence in order to investigate this matter further to prevent any such breach of privacy in the futureThank you for taking the time to look into this complaint and I appreciate the opportunity to respond and provide further information if neededSincerely,
*** ** ***
President / CEO
Virginia Backflow Technologies, Inc###-###-####
***
A Backflow & Irrigation Services Company

I reject this response as I have already addresses this issue in my previous statement It is not policy to send emails out to clients that contain other customer information The email mentioned by *** is from March/April of I have explained any and all I can in this regards already Why is it that I am hearing about this now only after we have decided to no longer work with this client I have received zero complaints from other clients about or privacy policyI reject that any of our policies in regard to protecting customer privacy need be change as we take all steps possible to do so alreadySincerely,
*** ***

***'s BCC function must not have been working on March when he sent a note to us, ***, ***, ***, and several others announcing when, where, and the sort of access he needed to our home and systemI reject his response as it is clearly incorrect I can provide a copy of this email with addresses if necessary VBT needs to take measures to protect customer confidentiality, particularly given the nature of the work they do requires home access He should review emails and inform customers of breaches in confidentiality[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

*** *** *** *** *** ** *** **
*** *** ** *** ***
*** ***After the Revdex.com sent my complaint to Virginia Backflow Technologies, the owner Keith S*** contacted me the same day (Wednesday) by leaving me a message We connected by phone the following day
(Thursday) He apologized for not returning my calls and messages and indicated he was operating short-handed for a while and just got overwhelmed We made arrangements for him to come the next day (Friday)to complete the repairs. Keith and one of his helpers came on Friday and repaired the system Keith assured me he'll be here in the fall to winterize my system My complaint has been resolved. Thanks for your help, *** ** ***
*** *** *** ***
*** ** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** The response is unsatisfactory, but isn't worth the time or headache to pursue
Under the auspices of our seasonal maintenance agreement, we asked them to come out and diagnose a huge water march in our back yard that started in late May when we started using our system
They came out to shut the water off, but never returned as promised on multiple occasions to diagnose the source of the cause After waiting more than a week w our backyard in swamp condition, we 'threatened' VBT to either come or risk further action This was unacceptable to the owner who (belligerently) said he would only come at charge So we ultimately had to pay another company $to come out and diagnose the issue, which turned out to be unrelated to the sprinkler systemVBT started work that they ultimately failed to finish in a timely manner We hope this is indicated on their record with the Revdex.com to protect consumers like us
Regards,
*** ***

I have provided more than enough proof that the leak was caused after we provided our service as agreed to as part of our service package I came to shut off the water in an attempt to assist a customer in need of help and to prevent additional water loss due to another contractors error I did not charge for this service as I decided not to provide further services to this customer for reasons already stated I can not justify paying for a customer to use another contractor to complete work that we refused to provide service for after being threatened by *** We did not cause the leak, we did not miss the leak, the leak was caused by work done after we provide our services as proven by my previous response and messages from *** to me The amount of details provided in my previous response to this matter should prove that *** has not been truthful in her complaint and it would appear she is trying to get my company to pay for another companies mistakeI reject this offer and demand payment for work completed and approved by **and *** The balance of the funds available from the service offering will be used to pay towards these invoices for work approved by **& *** This still leaves **& *** owning my company money for work approved in writing and completed in full I will end up writing this off as bad debt as I am sure they will never pay for the work we completed at their request.
I ask that I be paid for services provide and as shown on the attachments from my previous response to this matterOnce again I would like to thank the Revdex.com for their time in this matter and hope they see the truth behind this complaint and close this matter once and for all in favor of my companySincerely,

My only response to this complaint is that I had a conversation with **. [redacted] in regard to this leak and he informed me that he himself was certain that the contractor that put in their playground surround had driven a spike into the irrigation line.  He asked me to come out and take a look as...

soon as possible.  I did go out and shut off the water to the irrigation system at his request during a thunderstorm.  It would appear that **. and [redacted]. [redacted] are not communicating the same information to me and or to one another.  We did go out and make repairs and the leak that has been mentioned in this complaint was found after we did our work and after the contractor struck an irrigation line.  Again, This is based on direct information from **. [redacted] stating he believed that is exactly what had happened.  The only problem with this is that I was not able to come out when the [redacted]'s wanted as I had other customers that had already been scheduled.  Again, the threats started and I provide a text to [redacted]. [redacted] indicating we would no longer provided services at her home.  This is when all the complaining started and the threats continued.  I can provide copies of the threatening tests and emails from [redacted]. [redacted].
I hope our not working with the [redacted]'s in the future will resolve all issues at hand and thank you again for the opportunity to respond to this complaint.  i think it is fairly clear what is going on here and hope my information helps the truth be seen.  Again please let me know if You would Like copies of the emails and text message I have received from the both **. & [redacted]. [redacted] in order that the truth can be seen more clearly.
Sincerely,
[redacted]
President / CEO
Virginia Backflow Technologies, Inc.
###-###-####
[redacted]
A Backflow & Irrigation Services Company

I have already addressed this issue in great detail already.  To continue to make the same statements over and over again seems pointless.  Contractors I send out have identification as provided by me as the owner of the company.  The technicians identified themselves when at the home of [redacted].   I have already commented on our policy to make every attempt to complete work for customers in a timely and time effective manner both for the customer and in an effective as well as  necessary way to remain profitable as a business.  I have never received a complaint on our existing policy and see no point in changing the way we do business as it is a common industry practice as mentioned in my previous remarks to this complaint.
I reject making any changes to the way I provide my contractors with identification and or our policy to effectively provide service to our customers in the best possible manner for them and my company.
Sincerely, 
[redacted]
President / CEO
Virginia Backflow Technologies, Inc.
###-###-####
[redacted]
A Backflow Testinf & Irrigation Services Company

We did in fact send an employee to this customers home to complete work they had approved per an estimate sent on a prior date.  Since they seemed to be in a rush to have this work done I decided to take advantage of a gap in our schedule and attempt to complete the approved work for this...

customer at a time that had not been discussed prior.  I asked my employees to go by the customer's home to see if we could do this work on that day.  The customer called me and proceeded to call my employees thugs an other offense terms with racial remarks.  She in fact did not answer her door for my [redacted] employee but later did for my white American employee.  My employees proper identified themselves at the time they ring the customer's door bell.  She continued to speak in a manner that showed an extreme racial attitude.  She then agreed to allow my employees to complete the work.  Although I am certain my employees at no time behaved in a manner that was not completely professional I agreed to speak to my employee to obtain his side of the situation.  I provided the customer with a customer satisfaction discount and the matter was resolved per the customer's own words to me via a phone conversation a day our two later.  I considered this matter concluded at that point in time and had no reason whatsoever to feel it was going to be continued to this level.  Since that time I have informed the customer that we will no longer provide services at her home.  This apparently spark a flurry of threatening emails and text messages from the customer which further proved to me that I as the owner of this company I had made the correct and proper choice to not provide services to this customer in the future.  I see no reason to have a working relationship with a customer that repeatedly threatens me in order to have me provide services at a time that she demands they be done when I have many other customers I have scheduled work for before her newer work requests.  This customer had work done on their property after we had made repairs and the contractor had damaged the system pipes buried in the back yard.  The customer called me and asked if I could please come by immediately and help them with the water leak.  I did in fact go to their home that day and shut off the water to the system.  This work was not scheduled work but, as I would do for any other customer, I dropped what I was doing and went to their home in the middle of a thunderstorm to shut off the water.  I have yet to be paid for the prior work mentioned at the customer's home or the work we have completed since the day in question.  I feel I will never see payment and have written it off as bad debt.  I informed the customer to not contact and or threaten me and or my business in the future but she has proceeded to send nasty emails and conduct herself in a manner in which I would never do as a small business owner.  These are her choices but we will not do business with customers that threaten us to get work done when they want it done and refuse our help when we try to help ahead of schedule work dates.  I apologize that this matter has taken up so much of your time at the Revdex.com and I hope this helps explain the matter at hand from my company's view point.  We will have nothing more to do with this customer so I do not anticipate any further issues.  In conclusion, my employee(s) proper and politely identified themselves and have my business cards to prove they contract for my company.  They do not have shirts for my company as they are contracted workers and not employees.  They never spoke or acted with any frustration and disrespect toward this customer and or any other of my many customers for that matter.  I have heard nothing but great things about these contractors and their professional service and attitude while on the job.  I stand behind them with all the faith in the world that they have been honest and straight forward in regards to this matter with me.  Thank you again for your time and I look forward to any further questions and or concerns you may have in regard to this complaint.
I would be more than willing to provide copies of emails as well as the threatening text messages to back up my choice to no longer work with this customer.  Please let me know if you wish to see them.  I am sure I can send certified copies of the text and email messages to your office.
Sincerely,
[redacted]
President / CEO
Virginia Backflow Technologies, Inc.
###-###-####
[redacted]
A Backflow Testing & Irrigation Services Company

Our sprinkler control is in the garage and the VBT contractors asked to access it.  They came unscheduled and they had no identification and were upset that I wouldn't open the door.  It scared me and I almost called the police.  If [redacted] can explain what he would do to prevent something like this from happening to another customer as a matter of company policy going forward, I will drop this.  Thank you
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Please do provide communication that you feel is 'threatening' as it makes our case.  MOre specifically, is simply says that after WEEKS of not hearing from VBT and missed promises to come when they did contact us, we let them know that we didn't want to escalate the issue to the Revdex.com etc but if we didn't hear from them with a set apt date within 24 hours we would do so.  
That said, VBT was retained to perform our seasonal lawn irrigation diagnosis and servicing.  They required pre-payment of $175 to do this and we paid them for this.  We believed they missed an issue in the diagnosis and needed them to come take a look.  As [redacted] said, they came to shut off the water at no charge (likely because they recognized this was part of the seasonal agreement) but then never got back to us about returning to do the diagnosis.  After repeat calls (and the ultimate "threat") to get them back out to do this we were told it would only be done at $65 per hour and were asked to no longer contact them.
As such, we had to pay another provider to do this.  We therefore reject this response.  To resolve it, we need to recoup $115 that it cost us to have another provider come out and perform the diagnosis that should have been covered under the terms of our agreement.
 
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]