Complaint: My free estimate was 39.95 I called them about service on my water softener. Told the guy who took my call that I needed some plumbing done that I wasnt getting treated water thoughout the house. Two guys showed up at 4 pm on September 28th, walked in took one look and told me that I needed plumbing done to get the treated water though the house. Told them that I was aware of that, thats what I told them when I called for service. They spend more time writing my bill for the 39.95 for my estimate then looking at my softener. First time I have ever been charged for a free estimate. Called the office to see if the charge was a mistake and was told that they had no way of knowing they couldnt do the job until they seen it, but I informed him of that when I called for service.
Business' Initial Response The customer was told there would be a charge for us to come to his home and at least verify his softener was working or not regardless of his possible plumbing issues. We thought that this was the reason he called us in the first place. He agreed to go ahead with the service visit so he would know if the softener was an issue besides the plumbing problems he told us he had. That all being said, because there was a misunderstanding, we will refund the service charge of $39.95 in the interest of satisfying this customer.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Dayton and the Miami Valley. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
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