ComplaintsforAcme Plumbing, Drain & Septic Service

• Initial Complaint

  04/13/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  1.March 31, 2022 ACME technician completed service on septic tank for $440. Invoice paid in full was provided via email WITH signatures (Doc. 1). ACME advised need for future work.2.April 4, 2022 Tech. provided a best case ($3,755) and worst case scenario ($6,458). I agreed to the possibility of having to pay up to $6,458. Work was agreed to without offer to sign contract prior to work. Email received provided two attachments of the two separate invoices discussed with technician (Doc. 2 and Doc. 3). 3.April 5, 2022 ACME completed work in about three to four hours. Charged a price much higher than the contracts sent or agreed to (Doc. 2 and Doc. 3) combining best case ($3,755) and worst case scenario ($6,458) for a total of $10,213. Tech denied any misleading when questioned, and was paid a check in full to de-escalate the situation. 4.On April 6, 2022, ACME was contacted for an explanation why an invoice or contract of $10,213 was never provided prior to work; met with baseless claims and threats of paying three times more, court costs, and a home lien if we attempted to stop payment. ACME, upon request, then provided final invoice (Doc. 4) in the amount of $10,213 via email (Doc.5). Invoice charged an additional $400 for previous service completed March 31, 2022 (Doc. 1) and charged $178 in unrequested products (Doc. 4). Never offered us to sign final invoice (Doc. 4) in which two scribbly lines were forged as my signature. Was told signatures were not required due to COVID. (Please note signatures on Doc. 1.)5.April 7, 2022 ACME, via phone, stated a check would be sent for $1,850 to resolve issue. Check not received or processed. $10,213 was paid in full due to threats of retaliation. We are not asking for a full refund. Based on all documentation provided, we believe a refund of $3,755 would rectify this situation in misleading business practices.***** and *******************************

  Business response

  05/16/2022

  To Whom this may concern, 

  we pumped the customers tank on 3/31/22, our technician ***** at the time saw there were further issues with the system itself, ***** collected for what he did, got signatures, and set up for *******, our septic supervisor to come take a look at the system. On 4/4/22 ******* went out and gave two estimates, one estimate for $**** and one for $****. ******* thoroughly explained to the ********** we would start with digging up the Dbox, and dye testing the system(**** estimate). In the summary, ******* wrote     " if passes we can replace the outlet baffle if fails we will need to rejuvenate system before we can replace the baffle." Which is did not pass... That's  where the **** estimate was added on to the job for the remaining work that needed done. when ******* and ***** were complete with the **** work, they explained to the customer, they are going to need todo   the **** work as well, originally it was two different estimates , as to the system wasn't working, more stuff needed done. There was absolutely no concern with the customers, until it was time to pay. They asked if we could hold a check for a few days, in which we did.  NExt they call in regarding price, saying the technician didnt go over everything. We understand the frustrated, but our supervisor has been doing this for 6 years, this is how all the estimates are always written up.  We refunded them a  check in the mail for **** on 4/12/22. Customer has not cashed the check. Customer will not answer the phone when we tried to make sure they got it.. As far as signatures go for invoicing, because of Covid, some technicians dont always have others touch their ipads, everything is emails. No signatures were forged, it was simply a line through since the customers get everything emailed, for the technician to complete the job out on the tablet. Customers wrote a check, with the correct amount, with their signature. 

  Customer response

  05/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  *Has the company addressed the issue of the dispute?

  The company did address the issue of the dispute with discrepancies, ommissions of facts, and opinions presented as fact.

  
  *If not, why?

  On 4/4/22, ******* DID verbally present two estimates in written form and verbally as a best case vs. worst case scenario. ******* DID explain to us the described work for the best case would cost $3,755 estimate.  ******* DID describe the additional work and presented it as the worst case scenario. ******* DID say in the the WORST case scenario we would pay $6,458.  ******* DID NOT explain or state at all these amounts would be combined. ******* DID NOT say the worst case scenario would be $10,213. ******* DID NOT present a written quote for $10,213. ******* DID NOT state a quote of $10, 213 when I agreed to the work verbally. These critical ommissions mislead me to believe the most I would pay is $6,458.  ******* DID avoid stating $10,213 as a quote, DID avoid providing any paperwork presenting $10,213 as a quote.  ACME is using the pandemic as a means to avoid signing critical contracts per the contract's terms, all work will be agreed to in writing.   When ******* and ***** completed the first part of the job, they DID explain to me they were going to need to do the additional work. They DID NOT mention the quotes for the jobs being combined.  ACME IS CORRECT that I had no concern with this at the time of additional work. I agreed to paying the worst case scenario of $6,458 the day before. ACME IS CORRECT we became concerned when it came time to pay. IT IS incredibly concerning the FIRST TIME hearing a charge of $10,213 that ******* omitted to state or provide in writing. The amount of $10,213 WAS NOT presented in writing until we requested the invoice the day after the completion of work. We DID ask if ACME could hold a check for a few days, as the additional amount was COMPLETELY unexpected. $10,213 would have been available in our account the day of work had it been stated or presented in writing. We DID call regarding price. ACME DOES NOT understand our frustration. Six years of experience as a supervisor IS an irrelevant to this situation. Estimates "always written up like this" and ********* careless verbal and written quoting IS THE misleading practice.  ACME DID offer a refund check for $1,850 after management DID threaten and insult my wife for her profession of being a teacher. That check WAS NOT received, processed, or acceptable as a resolution to this entire mishandled experience. ACME'S disrespectful interaction with my wife on the phone lead to the April 8th email to ACME requesting all matters to be IN WRITING moving forward. ACME DID NOT comply and continued to call. ACME'S phone calls were not answered for this reason. Stating the signatures were not forged IS NOT a fact, and IS NOT to be determined by ACME.  Only the person agreeing to the work has the permission to "simply put a line through". The check we wrote was in the full amount. We felt we had no option, and wanted to de-escalate the situation. Evidence of some wrongdoing is present by the acceptance of this complaint by the BBB, the acceptance of this complaint by other agencies, and the offer of $1,850. This IS NOT a misunderstanding.  This IS a misleading ACME has refused to take full responsibility for. As previously stated in the complaint, we believe a refund of $3,755 IS FAIR and JUST for our experience, and want to give ACME the opportunity to RIGHT their wrongdoing throughout this entire experience. 

  
  *Has the company met the agreement they outlined in their response?

  No. The company's offer was not received, processed, or accepted as the agreement.

  
  
  Regards,
  
  *******************************

  
  

  Business response

  05/18/2022

  I sent a check for $1850.00 as a good faith act. After they wrote the check and asked it to be held for a few days (and we did) Then we don't make enough money because of our profession? But have insulted me personally and my profession repeatedly! They don't understand? We have tried to reason with them with no success. we have reached out by phone and email. They expect the work for free? most companies would not give any refund. They knew what it cost or they would have never written the check out in full. signature on the check proves my point. 

  Customer response

  05/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  *Has the company addressed the issue of the dispute? They have addressed the issue of the dispute with questions for clarification.

  
  *If not, why? Our response was met with questions.  ACME's questions, and responses to those questions are highlighted in yellow. 

   

   

  I sent a check for $1850.00 as a good faith act. After they wrote the check and asked it to be held for a few days (and we did) Then we don't make enough money because of our profession? 

  We can not speak of ACME'S intention of the $1,850 refund check being in good faith as that offer came following an unprofessional phone call mishandled by management and following numerous missteps by ACME. ACME is correct.  We did request the check to be held. At the time of payment, we had enough money in our account to pay the $6,458 amount we verbally agreed to the day before. We did not have $10,213 in our account at that time. The request for a hold on the check allowed time to transfer funds to cover the unexpected additional charge, so that the check would go through.  As teachers, we do not live our day to day lives with $10,213 to spare in our checking accounts. Most households of your customers likely do not have $10,213 to spare in their checking account. 

  But have insulted me personally and my profession repeatedly! 

  Over the phone, the building manager threatened my wife to be sued for three times the amount of the cost of work, threatened to put a lien on our home, threatened court costs had we attempted to stop payment, accused my wife of being shady, and said they were happy my wife wasn't their child's teacher. 

  They don't understand? 

  ACME does not understand our frustration. ACME is a business. ACME is not part of our family experiencing this life altering expense. 

  We have tried to reason with them with no success. we have reached out by phone and email. 

  We requested to talk to the owner the day of the work. The owner did not call back. We have not spoken to the owner ever throughout this transaction via phone or email. Your secretaries only have reached out by phone asking if we have received your check. We have not answered. We requested you to not call us due to the unprofessional behavior of your management over the phone. We requested all communication via email. The owner has not emailed us once to reason. ACME's secretary emailed one time May 16th, again asking if we received your check. We DID reply and have documentation of that email. There has been no attempt to reason by ACME, only questioning about the refund check. We have outlined our request for a refund of $3,755 numerous times while outlining the numerous mishandlings in this transaction in an attempt to reason with you.

  They expect the work for free? 

  We 100% do not want the work done for free. From day one, I have never denied agreeing to pay $6,458. I never agreed to $10,213 in writing or verbally. As stated before, we feel a refund of $3,755 is fair and just. After a refund of $3,755, ACME would still be compensated $6,898 for all services including the initial pumping of $440. 

  most companies would not give any refund. 

  ACME is correct, most companies would not offer refunds. Most companies also require signed contracts, do not forge contracts, communicate TOTAL quotes clearly verbally and in writing, and do not threaten and insult customers AFTER being paid. 

  They knew what it cost or they would have never written the check out in full. 

  We DID NOT know the cost of $10,213 before the work. We found out the cost of $10,213 after the work at the time of payment.

  signature on the check proves my point.   

  A signature DOES prove I was paying you. It does not prove I knew of this amount before work. It also does not mean I agree with the amount I was charged. That option of agreeing to the amount I was charged for the work was never offered to me in writing at the time of payment.  That document was arguably forged by ACME. Not paying was NOT a consideration as we were met with threats of being sued three times the amount, charged court costs, and a lien on our home had we attempted to stop payment. 

   

  *Has the company met the agreement they outlined in their response?

  No. The company's offer was not received, processed, or accepted as the agreement. 

  
  
  Regards,
  
  *******************************

  
  

  Business response

  05/23/2022

  Our Owner at Acme gave us the okay to issue a refund the customer is requesting, in the amount of $3755.00 

  However, we need to know if the customer received the refund check of $1850? 

  We can write a check for the difference, if the first check has been received, or write a new check  if customer did not receive it. 

  We can have this check hand delivered to homeowners. 

  Customer response

  05/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Our Owner at Acme gave us the okay to issue a refund the customer is requesting, in the amount of $3,755.

  However, we need to know if the customer received the refund check of $1850? 

  The refund check for $1,850 was not received.

  We can write a check for the difference, if the first check has been received, or write a new check  if customer did not receive it. 

  A new refund check in the amount of $3,755 is acceptable.

  We can have this check hand delivered to homeowners. 

  We no longer want to have ANY interaction with ACME or its' personnel. If possible, ACME can issue the refund to the bank card charged for the initial septic pumping. If not possible, a check via mail is acceptable. The complaint will be considered resolved upon the check successfully being processed with our financial institution, or a refund in the amount of $3,755 has been credited to the bank card charged for the initial septic pumping if possible.

  
  
  Regards,
  
  *******************************

  
  

  Business response

  05/24/2022

  We will Stop payment on the check to you for $1,850.00 and mail a new refund check for $3,755.00. We will void all warranties and not do any future work for the ********"s 

   

*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. ↩