ComplaintsforAqua-Duck

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business is dishonest and rude . The woman on the phone began with a condescending attitude as soon as I called. I was being cordial as maybe there might have been a misunderstanding however after getting deliveries of 2000 gallons of water , lasting me 3 months or more for my cistern , this time it lasted not even a few days . I was on vacation and my brother had gotten the delivery . He said they did not give him any kind of reciept as they “didn’t have any” he also gave them 280$ although they said it was 275$ , 75$ more than the previous delivery.. he gave them 5$ extra as they also “didn’t have change”. As soon as I explained my situation and began to be reasonably in doubt of running out of water , they immediately blamed me and said “ you must have a leak”. There are no leaks in my home . Then I had mentioned how the price had gone up and the woman lied to my face saying that “ you paid 275$ on 3/8/22 however the paper I HAD received from the last delivery said 200$ for 2000 gallons. If you’re willing to be rude and lie to my face about that as well as not give me a reciept and steal my brothers extra 5$ without offering change , I have reason to believe they didn’t fill the tank whatsoever and cheated me out of my $. I thought it could be a misunderstanding at first but after the rudeness , and blatant lies to my face , I now know I have been jipped for my money . Very unprofessional business lying , being rude and no providing any kind of reciept

  Business response

  09/16/2022

  Thank you for reaching out concerning this customer's complaint, we were happy to resolve this in a civil manner if given that opportunity. 
  This customer did receive water from us as mentioned in his complaint. While our prices did increase due to the rising fuel costs (and are quoted at time of order), we did take into consideration how local this delivery was. We thought that waiving the $25 fuel surcharge was fair, which is why this delivery was priced at $275 rather than our $300 minimum delivery price. 
  Although he mentions running out of water in a few days, the complaint and phone call were made 3 weeks after the water delivery when he came home from vacation. His phone call was received, and the conversation began with a clearly angry customer acknowledging that his brother was on site for this delivery, not the homeowner, and that our driver lied about the amount of water delivered. Confident in our company's moral standard and 28+ years of quality customer service, our office staff's first suggestion was that there could be a leak, which would cause a cistern to go through more water than usual. 
  Staff's second suggestion was that the current drought and above average humid temperatures could have caused this customer to go through more water than usual; considering cisterns use water delivered combined with rainwater to maintain their water level. The customer perceived any suggestions other than a dishonest driver as rude and condescending. 
  The complaint states the customer is confident that there is no leak in his cistern. While that may be the case, there are many other factors that could cause excess water use that would not be as easily detected as a leak in his cistern. Running toilets, dripping faucets, or simply relatives not conserving water the way a homeowner would. 
  After speaking with our driver, it was reported that the cistern was filled to the top as we fill all cisterns. It was also reported that the brother said, "he didn't want a copy of the receipt" and that not having change was fine. We do not require our drivers to carry change or petty cash as nearly all customers pay with credit cards or checks. It is also common for customers to tip drivers because they are providing a service, so this did not seem unusual to us. Since this was not the case, we are very happy to send this customer his $5.00 change in the form of a check which we will attach a copy of. We are also happy to send you a copy of the delivery ticket since the customer said he did not need a copy. 
  Please do not hesitate to reach out to us if this is not an acceptable resolution for this situation. 
  Sincerely, 
  Erica
  
  

  Customer response

  09/16/2022

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The company has lied YET AGAIN in multiple ways. If they are this dishonest online what would make me believe they Actually delivered the correct amount? The Company had lied to me numerous times on the phone stating specifically " you had a delivery on 3/8 of  2021 for 275$ so why cant you pay it now? I have documentation that i have sent you that proves otherwise... The woman on the phone was IMMEDIATLEY SMUG , condescending, and rude. I have three witnesses who can attest to this. I had been cordial, polite and curious as i have never seen 2000 gallons of water "disappear" ever in my life. Regardless of the time frame which i had gotten home and which the water had actually run out " my brother is young and doesn't know how to handle business related stuff and thought he shouldn't call because he didn't have another 275$ to pay these people within a couple of WEEKS" When has anyone ever seen 2000 gallons of water disappear from evaporation when its in an enclosed environment? If i had been leaking water, my basement would be flooded. The businesses explanations not only make 0 sense but they lied multiple times so why would i believe them? The driver DID NOT i repeat DID NOT ask if my brother wanted a receipt that is a flat out LIE!!!"The Conversation begins with a clearly angry customer" is a total lie as well i have three people that can attest to my calm, polite manner before a defensive, rude lady had told me immediately "let not do business" as well as when i explained the situation I got told "well what do you think we were there for?" as if I was dumb in a disgusting tone. I was then put on the phone with another rude, arrogant man who wouldn't listen to a word i said and accused me of a "leak" or a drought. I would not take this explanation as i have had multiple professional plumbers inspect my system now and verify there are no leak. As for the cistern leaking its funny how ive collected rain water and filled the cistern myself altogether with maybe around 200 gallons, a small fraction of the capacity and the water is STILL THERE AND STILL RUNNING CURRENTLY  from about a week and a half ago now, this was filling it from empty so i have further inspected the cistern and there are NO LEAKS. Again when does a system evaporate 2000 gallons of water when its covered in an underground enclosed space? MY brother would not say "not having a receipt is fine and not having change is fine" who says this ? The business fails to take any kind of responsibility for their lies, rude actions, nor the possibility they could have made a mistake. I had been a customer for over a year and gotten multiple deliveries throughout different temperatures, droughts ect and have NEVER had to order 550$ worth of water in my life within a few weeks times. That is unheard of and anyone with logic can determine that no person ever has paid a water bill like ever. I had given the company the benefit of the doubt and thought maybe there was miscommunication,  however i was met with rudeness and lies not only by two employees, but the owner as well. This destroys the credibility of this business for me and the fact that there response is to send 5$ that we were already owed and entitled to makes me sick. I WOULD NEVER NOT ASK FOR A RECIEPT /CHANGE and my brother asked for both and we were told by the driver" i don't have any receipts or change" as well as on the phone by two employees "we don't give receipts for cash" despicable these people would lie like that instead of trying to keep valuable consistent business. I have documentation to back my claims of the lies they made on the phone and multiple witnesses who heard the entire conversation. This "resolution" is completely unacceptable as this should've been customary. Giving someone their change back? hello we wanted it right then and there but you "didn't have it" as well as offering the bbb a receipt but not me? the customer? really? ......
  
  Regards,
  
  ***********************
  

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