Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/16/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  **** *******act that my emails were completely and utterly ignored as if I have NOT been a many year, loyal customer of East Bay Pump. We neighbors share information about local vendors and I was very happy to share and refer East Bay Pump in the past. This is NOT the behavior that encouraged me to make such referrals. I am requesting the dignity of a reply and will await your response. I surely hope you will be professional and address your customer.
  **** *******
  
  
  
  On Wed, Sep 21, 2022 at 12:52 PM **** ******* <****[email protected]> wrote:
  Hi **** (& *****),
  image.gif
  My name is **** ******* and I am writing to you regarding a recent service that I had done at my home. ****, to be clear, I have been using East Bay Pump since 2004 at my home in the Oakland hills. I have not had any bad incidents until this most recent experience. I have referred East Bay Pump to several neighbors when they had needs in these areas. So, I am someone who has been a loyal customer for over 18 years.
  
  In my most recent situation in August of this year, my pump died and needed to be replaced. I spoke with *****, who I have dealt with in the past, and he quoted $95/hour and $1,250 for the pump. The first man from EBP arrived and assessed the situation. He called for a 2nd man who brought the pump to my residence and they proceeded to make the replacement. I believe the 1st gentleman was at my home for about 2 1/2 hours total and the 2nd gentleman was here about 1 1/2 hours total. That amounts to a total of 4 hours of labor at $95/hour. With their labor and the new pump, I anticipated the bill being a total of approximately $1,800-$1,850 or so with taxes.
  
  Instead, I received two invoices charged to my partner's credit card - one in the amount of $520.80 (invoice #: 226372) from a service in 2019. Mind you, I have NEVER received an invoice for a service at that time. I pay ALL of my bills and, again, I have an 18 year history with EBP and have referred many others to EBP over the years. The 2nd invoice (invoice #: 226371), which I had spoken with ***** in advance to agree upon an estimated price, was billed not around $1,800-$1,850 as anticipated, but rather at $2,345.49, over $500 more than we expected based on the actual amount of time the 2 EBP men were working on replacing our pump.
  
  ****, this is NOT how I do business and I am very disappointed that when I have left many messages and sent emails to ***** to discuss this situation, I have been entirely ignored. I have just spoken with your assistant at the ************ phone number and she said she would be passing my phone number (************) on to you so that you and I might speak and resolve this matter.
  
  I appreciate your attention to this matter from a long-standing, loyal customer.
  
  With gratitude,
  ****
  
  
  On Mon, Aug 29, 2022 at 1:48 PM **** ******* <****[email protected]> wrote:
  Hi *****,
  We did receive an invoice and I wanted to inquire about it. You actually sent two invoices - (1) for a total of $2,345.49 dated 08/04/2022 for which we have some timing questions based on the amount of the invoice and a (2) invoice for a total of $520.80 dated 09/06/2019 which is unclear why we are being charged something from nearly 3 years ago. We did NOT have any outstanding invoices and we need to clarify what this invoice / charge is for. Please reach out at your earliest convenience so that we can resolve this matter.
  ****  
  On Mon, Aug 29, 2022 at 1:11 PM ******** ****** <********[email protected]> wrote:
  Hi *****,
  
  I wanted to follow up with this. Can you please email an invoice with a breakdown of costs?
  
  The first person arrived here about 2pm; I asked that he call when he arrived. The second person didn't arrive until over 90 minutes after the first person.
  They completed the job and left the premasis about 5:30pm; I walked up/out with them when they left.
  
  The invoice would help us clarify the cost. As it stands, the account charged to my credit card seems inconsistent with the time spent here and the price we were quoted for the unit before it was installed.
  
  Thank you in advance for your help to clarify this matter.
  
  Best Wishes,
  ********
  
  
  
  On Mon, Aug 15, 2022, 2:53 PM **** ******* <****[email protected]> wrote:
  Hi *****,
  I wanted to reach out to you with a question to clarify the amount charged to ********'s credit card. ******** just shared with me that she was charged the following:
  
  EAST BAY PUMP AND EQUIPME:
  $520.80 & $2,345.49
  Total $2,867.29
  
  Given the cost of the pump was quoted at $1,200 and there was one person at our home for about 1.5-2.0 hours until a second person arrived and stayed for about 1.5 hours with the first person. I am just wondering how these charges got so high, especially after we talked about it on the phone and you shared that you were respectful of my long time loyalty and referrals to others in my neighborhood. Can you please let us know how this got to be so expensive.
  
  Thanks,
  **** *******
  
  
  On Thu, Aug 4, 2022 at 6:13 PM **** ******* <****[email protected]> wrote:
  Hey *****,
  Many thanks and we appreciate the information and your acknowledgement and respect for the longevity of the relationship and the referrals that I have made in the past on behalf of East Bay Pump. We look forward to working out final details/costs with you.
  With gratitude,
  ****
  
  
  On Thu, Aug 4, 2022 at 5:27 PM East Bay Pump & Equipment wrote:
  Hello,
  
  Nice speaking with you today. I have attached the pump info as discussed. The warranty is 1-year from installation, or 18 months from the date code on the pump. The pump we are installing is a Zoeller E295. Thanks for the opportunity to be of service.
  
  ***** *****
  East Bay Pump & Equipment Co., Inc.
  CA Contractor's License #****** ************
  www.eastbaypump.net
  
  
  On Thursday, August 4, 2022 at 02:33:41 PM PDT, **** ******* <************************* wrote:
  
  Hi there,
  You guys have a person inspecting our pump, which you have serviced in the past. My partner, ********, indicated that your guy is cleaning up our pump and it appears to be "dead". He is suggesting that we need a new pump. I just want to confirm that IF we move forward, that the replacement pump would be new, warranteed, and want to understand the terms of the warranty. Can you please let us know so that we can make a decision about moving forward with the right information?
  Thanks in advance,
  **** *******
  
  **** ****** **** ******** ** ***** 

  

  Business Response

  Date: 02/09/2023

  Hello ******,
  
  We have fully refunded this customer. Do we need to do anything else? Let me know. Thanks.
  
  ***** *****
  East Bay Pump & Equipment Co., Inc.
  ** ************ ******* ******* 
  ************
  *******************
  

  
  

• Initial Complaint

  Date:01/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had routine maintenance done on my sewage pump on 11/23. I seem to be charged at a much higher rate than before. I have usually been charged at around ****** but this bill was for ******. I specifically asked the person doing the service whether he encountered any issues and he said, everything was well and he performed basic cleaning.When I called the office, they said it required a lot of work, but nothing was mentioned on the invoice. They also said 2 people were required for the cleaning and I remember there being just one. The whole cleanup took under an hour.I've placed several calls to East Bay Pump. Initially for most of my calls the front desk said they'd need to talk to the manager. Eventually in mid December they transferred the call to their manager. He said he'd refund $150.00 back to the credit card on file. I haven't received any refund yet. My calls to East Bay pump are arbitrarily dropped or disconnected as soon as I let them know why I'm calling. I've also sent them 2 emails.

  

  Business Response

  Date: 02/09/2023

  Hello ******,
  
  We have refunded the customer as requested. Do we need to do anything else? Let me know. Thanks.
  
  *********************
  ******** Pump & Equipment Co., Inc.
  ** Contractor's License #****** 
  ************
  www.eastbaypump.net