I contacted BNR Irrigation for the required PVB inspection on my irrigation system because they installed my irrigation system for my home builder, Gonyea. I heard from a neighbor that they would do the inspection for free when I signed up to have them to my sprinkler services for the year. When I called and asked about this they confirmed and said there was no additional charge for the inspection service along with my contract for service. I agreed and scheduled service and sent in my contract form signed and dated.
A week later my neighbor shared that they received a bill for $205 for the inspection after also being told there was no fee for this inspection. I then emailed BNR and told them of this situation and asked why this was happening after we were told it was no additional cost. I received an email back saying an employee made a mistake and this is the price I will owe, even though they told me differently when I signed and sent in my agreement for service. They didn't deny the mistake, they just wouldn't do anything about it. So I called and spoke to the controller who refused to do anything and eventually I asked to speak to the owner about it when she offered for him to call me. Two days later no one had called me back so I called back today. I was told "I have been avoiding calling you about it." No joke!
She explained the owner won't call me because he doesn't want me to try to change his mind and that he will offer to split the cost with me of the $205, but he won't stand behind his employees mistakes. After a long call with her again questioning how a business would treat a customer like this I asked her to have him call me now. She said she would and then 5 minutes later she called me back saying he won't call me, his answer is final and if I don't like it I don't have to do business with them. She then asked me if I wanted to do it or not, knowing that I will have to pay $200 elsewhere and they have me over a barrel, hence they have no reason to do what is right and honor their employees pricing information.
I told her then go ahead and do it and she couldn't believe I wanted to do it for the split price and asked me if I was sure I wanted to work with them. I said yes and she said she would email me. I then thought about it and realized $102.50 is not worth working with a rude and disreputable business that won't honor their word. I can easily imagining a business owner who disrespects a customer enough to not even talk to them when requested to have other bad business practices.
I told them clearly that I will pay another company that has already provided us with good HVAC services the full price rather than pay their disreputable company any money. I was told that many times she has given discounts or free services when they were in the wrong and I asked why I wasn't given the same consideration and she said I was getting a discount, but not honoring the price I was quoted and agreed to originally. I was told they were being reasonable and that I should be too, but I had no loss because no money had changed hands yet.
I will be transparent, sometimes I was spoken to with decency by her and other times completely rudely. I appreciate the moments of professionalism, but obviously not the others, which I also found completely unacceptable for a company that supposedly wanted my current and future business. I get that it is not her company and her owner/boss makes the decisions, so I don't fault her for the bad business decision. I would be doing reoccurring service every year with them and they were paid to install our system to start with as well as to purge it last year for winter. But none of that mattered to this owner, Brandon. They say they have "the highest level of customer service." That clearly isn't true if an owner refuses to speak to you.
I won't give my business to a company run with such rudeness, poor customer service and disrespect and recommend you don't either! If a business owner refuses to even speak to you, why would you give them your money, even if it cost you less? Not me!
( I have mentioned the owners name because it's his poorly operated business, but I intentionally left out the names of employees who don't make the decisions, as his choices are not their fault.) read more
