ComplaintsforLegend Plumbing and Septic Co.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction - $474.12 Date - January 13, 2023 (paid by check 412, which posted on January 17, 2023)Invoice #****** billed to my spouse, *************************** Description - We requested service for the septic pump compressor after the alarm went off. The company charged $474.12 for a service they did not perform. The statement in the invoice indicates "did inspection and rebuild HP-80 to fix system in alarm - customer is back in **********************." The alarm went off again the same day the service was provided. We called immediately to notify them. They answered the phone and let ** know they would return to check the system again. They did not show up on the day promised. We called again and this time the person indicated they were ordering a part. After three days of back and forth with this company, we decided to call another company because the septic system was getting compromised.We request that the amount of $474.12 is returned in full.Other details:- We had to call a second company to fix the issue. We paid significantly less to get the system fixed.- 10 days was the total number of days from the first time call to request service to the time we call the second company.

  

  Business response

  03/07/2023

  Our computer records show that the air compressor was rebuilt on 1/13/2023. She called in for service 1/16/2023 and was put on the schedule to get back by to check it. She was advised her system would be fine and was not out of service. On 1/18/2023 ******************* called in and canceled the request stating we took too long to respond so she called someone else out. She was on the board for service that day, but refused. Our service manager advised her that the parts ordered for her unit we in and scheduled to be tanken care of that day.  Keep in mind this was also during the time of the freeze and we were prioritizing emergency calls.  We do not believe a refund is warranted at this point due to her impatience and her maintenance agreement expired in February of 2023. We would have covered it under her warranty and would extend a credit to renewing her maintenance agreement if she chooses.

  Customer response

  03/14/2023

  Complaint: 19495805
  
  I am rejecting this response because the company failed to provide the agreed service. The reasons are: 
   
  - The air compressor was not rebuilt as claimed by the invoice/contract on 1/13/23. The system was not never back in service. The alarm went off immediately after the technicians left. This was an unmet and incomplete service.
  - The company ordered new parts after their 1/13/23 service. Why? How does a "rebuilt system" need new parts? We were not told our system needed additional parts to be fully operational. We did not receive any information about additional delay times or warranty.
  - We requested the refund during the cancellation call on 1/18/23, and the person we talked to agreed to a full refund by check. The company did not honor this.
  - We hired a second company on 1/19/23 to look at the system. This company performed the rebuild, and the system was operational on 1/19/23.
  
  Furthermore, reading about a company that labels its customers as impatient and expects to complete a warranty service subject to a yearly service renewal is very concerning.
  - The waiting time from the first call to request service to the time of cancellation (1/18/23) was nine days.
  - The nine-day period included multiple phone calls to the company to follow up on canceled and unmet service appointments. The company was extremely unprofessional, and the customer ********************** personnel was rude and uncourteous.
  - The company misadvised us to use the system normally. The second company we hired told us not to use the system.
  - We did not have the desire to extend a business relationship with a company that does not provide good quality service and lies to their customer. 
   
  For the reasons explained above, we firmly believe that we deserve our refund since the company did not provide the service they were hired to perform.
   
  Sincerely,??
  
  *************************

  

  Business response

  03/14/2023

  As stated in my initial response - the repair was completed as indicated on her Invoice - We have applied a credit to her account for future **********************, as the repair was under warranty as stated. We consider this issue resolved. 

  Customer response

  03/14/2023

  Complaint: 19495805
  
  I am rejecting this response because:

  We did not request credit to an account. We request the following:

  - a full refund in check sent by mail to our address. This what customer ********************** representative agreed during our cancellation that we would get the refund in a check.

  - our complaint is posted to this company's profile in the Better Business Bureau so that other customers are aware of the malpractices of this company. 
  
  Regards,
  
  *************************

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