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:08/21/2025

  Type:Service or Repair 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 scheduled a backflow test at the cost of $73. The technician arrived 6/20/25 and went to perform the test. He came back to me at the front door telling me the test could not be performed because a part was broken (prior to his arrive, no part was broken). He showed me the broken part and told me that for an additional $140+ he could fix the broken part and run the test. I said "NO" not for that price. He left. On 6/21/25, I contacted another company, who came in and fixed the part the Backflow NW technician had broken AND performed the backflow test (which we "passed) for the cost of $65, which I paid.On 7/4/25, Backflow NW sent me a bill for the backflow test which they had NOT performed, showing readings and reporting the test had "failed" to my water provider. I had an email exchange with **** ****** from the company on 7/4/25. Telling him what had happened and that the technician had not performed the test, but rather had broken a part of my system and that I would not be paying the bill. Instead of contacting me to try to resolve the issue, Mr. ****** did not further communicate with me. Moreover, yesterday, 8/21/25, I received ANOTHER bill now saying I am past due. I do not believe the company should be charging people for services that were NOT performed and which their own employee/technician told me he could not perform. Moreover, I question whether the part was broken intentionally in order the pad the bill by charging me $140+ to replace a spring that costs $20 and took less than 5 min for the other company to replace. Additionally, I am interested in who falsified findings on a report to the water company, since if the test could not be performed there could be no findings....The bill has been paid in order to protect my credit rating. But the money should be returned to me by the company.

  Business Response

  Date: 09/04/2025

  At our company, we take great pride in the quality of our work and the trust our customers place in **. We always aim to deliver a positive experience and are disappointed when a customer feels that expectation wasnt met.

  In this case, the customer expressed concern that our technician intentionally damaged a part to increase charges. We want to assure both the customer and the ********************** that this was not the case. The part in question was already broken when our technician arrived,and he proceeded to complete the agreed-upon service, which was to test the unit. Unfortunately, the unit failed the test due to the broken component.

  We understand the frustration that can come with unexpected repairs. Its important to clarify that our schedule is consistently full,especially during peak seasons, and we do not benefit from generating additional service calls. In fact, our technicians cover large service areasincluding all of ******************** any return visits can be logistically challenging and more costly, which is reflected in our pricing.

  Were genuinely pleased the customer was able to have the repair completed at a lower cost by a local provider. While we regret that we couldnt meet the customers expectations in this instance, we want to reiterate that there was absolutely no dishonesty or misconduct involved.

  We remain committed to professionalism, transparency, and high-quality service, and we appreciate the opportunity to provide clarification.

  
  

  Customer Answer

  Date: 09/08/2025

   
  Complaint: 23778878
  
  I am rejecting this response because: they have failed to resolve the issue. Their response is merely a narcissistic statement asserting, they are a great company. They failed to address the fact that their own technician indicated. He could not complete the test. They also failed to address the fact that they sent me a bill for a test that their technician said he could not complete. I still believe this was a false bill, and I still believe that it was their technician who broke the part.  They need to refund me the money they required me to pay.

  
  Sincerely,
  
  ***** ********