Complaints
This profile includes complaints for Liberty Pure Solutions Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:04/06/2023
Type: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.
On 4/4/2023. Service on water treatment system to be from Liberty Pure 12-4pm; came at ~9:30am. While servicing, C. M**** poured water from the water system into the sump pump. When he did this, he noticed that the sump pump came on but would not stop running. When done, he asked me if I wanted to have a Liberty Pure plumber check it out to see what was wrong. I agreed and the tech left; only to return less than 10-minutes later asking to take a photo of the sump pump. When done, again he left. He did not show me a work ticket with what was done or the cost; assuming I guess that I already knew. I was called by Liberty Pure to see if I would be home for the plumber. I said yes. Not one but two plumbers came. Plumbers went down the basement and one came up not 10-minutes later. He went out to his truck and got a box. Not more than 10-minutes later they were done. If I hadn't asked what they did I would never known. The plumber said they checked the float. Not the issue. I was told they had to replace the pump. I was never asked to authorize the work; no estimate, again assumed. And like the tech, they left, no ticket, no brand of sump pump installed - nothing. Next, I get a message on my phone with an invoice for $450.00 for sump pump replacement. No brand. No labor costs. I called LP, asked about the brand pump so I would have something for a warranty if needed. I was told they couldn't give me an itemized receipt, but gave the pump brand, no paperwork. At the bottom of the electronic work ticket, my signature was forged as I did not sign anything. 2 plumbers, less than 1/2 hour and $450 bill after $100 was taken off. Also wanted me to pay the water treatment bill only they didn't send it. When received, another $200+ and again signature forged but said what was done. 1-hour total for everything = $607.00. Clearly took advantage of a senior citizen. 2-plumbers for a 1-person job apparently charging labor rate for both. Pump they quoted on phone cost $260 at ******
Business Response
Date: 04/13/2023
I apologize for the lack of communication. We should be giving up front pricing and communicate clearly prior to beginning any project. We of course offer a full refund in the event we cannot resolve this for you. The pricing sounds reasonable but I will research and contact you in the morning. Sounds like our techs/plumbers need to slow down and communicate better with our most important customer, you! Chat in the morningBusiness Response
Date: 04/17/2023
We responded with same day service to what seemed could have been an emergency. Our services seem to have been exemplary. No one claimed any signature from you?
I would be happy to address your concerns or refund you in full 100% of what we charged you if that is what you require to be satisfied.
We didn't charge you "labor" we charge a flat rate which includes the part cost, the cost of tools trucks and materials (all stored and transported in very expensive vehicles etc. service supplied by qualified staff.
We have given you a $100 discount because we service your other systems. We offer 100% satisfaction therefore a phone call is all it takes and that pump is 0 cost to you if you feel that’s fair. Please call us so we can satisfy your concerns.
Customer Answer
Date: 04/17/2023
Complaint: ********
I am rejecting this response because: the sump pump fix was not an emergency as it was not raining. It was sunny. The LP tech who serviced the water treatment system dumped water from changing the filter into the sump pump. Why he did that I don’t know as no other tech has done this; especially given that the filter on past treatments has been filled with sediment. When he did this he indicated that the sump pump came on and would not stop running. Was the sediment being poured into the sump PMO area cause it to malfunction? It was working fine 2-3 days earlier when we did in fact have rain. I also would not think any of the LP did an exemplary job considering they didn’t bother to engage the consumer with what was done and the cost. Did not let me even see the ticket. And when I did review the ticket for both services it had a line in the signature area that was made by LP personnel and not by me. It astounds me still that LP does not list the equipment that was installed and the assertion that it is a flat rate for the job is poor business practicum. If you went to a hospital and got the bill at the end and all it said was hospital visit and a $25,000 bill I guess the consumer would just pay it with no questions asked. I find it hard to believe that consumers would not be curious as to the rate they are being charged for a service which assume is built into that HOURLY rate would be all the things cited in your response. I’m still amazed that LP does NOT inform the customer as to the make and model of the equipment that was replaced and provides NO paperwork with that make and model. What if the thing fails and it has a manufacturer warranty? How would I even know who to call. I couldn’t even show a work ticket from LP as evidence because that information is missing. If you want to refund me then do so but I stand by that LP practices are very suspect; at least in this instance.
Sincerely,
***** ******
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