Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/04/2023

  Type:Service or Repair Issues
  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.

  Initiated contact w/ company through a missed package alert. They arrived on my birthday and gave an alcoholic beverage as our missed package without asking our age or verification of ID first. Never got the water testing they said they would do. ******** told us it would be $799 for the water softener system and around $500 for an RO system so we went ahead with service. We were told we got free installation with putting a sign in our yard so we did that. ******** told us it would include the plumbing needed, as I said I would do the plumbing myself if we were going to have to pay for it with their company. When he left he didnt leave a copy of the work order that we signed even though I requested it since the salesman wrote the total on it after we signed it. We didnt catch prices werent there at first since he used a pen to point while going over it and while pointing to us which item he told us the price verbally. When they came to install they were very rude and felt like they didnt have time for us, and they didnt even show us how to use the system. They left immediately after install without letting us know and I did not get a chance to request work order before they left unexpectedly. After reviewing my camera footage my garage door was left open for over an hour since the time they left. I came to check on them and they were just gone, but our water softener and RO system were here. Did not receive contract paperwork until after the install. When contacted and we found out the actual amount they were trying to charge was over $6000 more then expected so I requested an itemized bill. I was sent an email with the signed work order, and I instantly saw that what he wrote in were incorrect prices from what we were told during signing. This work order included a price for the water softener and RO system but that was it. No plumbing charges, no Installation fee, no other parts or labor used, or any other fees. Was told ** receive a call about it and didnt.

  

  Business Response

  Date: 10/11/2023

  *************** to this complaint because the BBB asked for a response in a week.  The sales rep has tried several times to get ahold of the customer to go over questions or concerns.  Finally, he spoke to ********* on Monday and set up a time to call on Friday because she was at work.  I didn't want to wait until after that call to at least initially respond.  I must say that I was surprised at the complaint.  First of all, we have never and will never give alcohol as any kind of gift.  The gift for having the appointment is actually sent to customer via e-mail.  I think that maybe there is some confusion with someone else.  The work order was filled out and then gone over and signed by the customer on July 15th.  A copy was left with the customer as well.  They also filled out a credit application to be able to make payments.  The custom installation was scheduled for a couple of days later and the Maytag system was installed.  The Maytag unit is by far our most popular system and has the best efficiencies, flow rates, warranty, etc.  The customer was also sent the finance company contract and e-signed that as well.  I don't know how there could be any confusion with the pricing, equipment, services, etc.  The installation was in July and it is not normal to just leave without going over the system with the customer.  I don't know if or why happened but would certainly be able to send out a service technician to do an orientation on the equipment with the customer.  Maybe **** can mention that and set it up on their call on Friday.  

  Sincerely,

  ***************************

• Initial Complaint

  Date:08/25/2022

  Type:Sales and Advertising Issues
  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.

  Deceptive sales practices by mimicking a missed postal package alert. Their sales team was dishonest and elusive about the financing of their product, and they dont provide that information to you until after theyve installed the system. The sales team uses their rating with the bbb as a sales tool, so in my opinion the BBB is just as complicit.

  

  Business Response

  Date: 09/07/2022

  This is in response to the complaint ID#: ******** from ************************  After getting back in town I have called ****************** but had to leave a message.  I will continue to reach out to him as well. While I appreciate his concern I wish that he would have called me directly about his concerns before going online to complain.  I would like to address it for clarification. The postcard is a simple tool we use to reach our neighbors in the areas we live and serve in. Its a welcoming package that contains a gift and a water test. The gift is for their time and the water test is so they will know about some of the water quality problems that are in their areas water source and to share the options available to homeowners they may not be aware of. These details are explained upon the call coming into our office.  ****************** had an appointment with one of our representatives.  We represent many suppliers and manufacturers of water treatment equipment.  They purchased a fantastic system and it was custom installed for them as they were not pre-plumbed for the system.  Payments are usually a big concern for a new home owners and we did present what the payments would be.  The finance company has their own paperwork and the payment are the same as was presented.  Many customers end up paying off their systems as there is no pre-payment penalties, etc.  If there are any questions about that I am available to discuss it with *******************  Hopefully I will be able to talk with him soon.  Every customer is very important to us and I look forward to providing the best possible service in the future.  As I stated I will continue to reach out to ****************** to address his concerns. 

  Sincerely,

  ***************************

  Customer Answer

  Date: 09/07/2022

  Calling it a postcard is disingenuous at best and a patent lie at worst; your supposed postcard is disguised as a fraudulent missed delivery receipt and your attempt to call it such illustrates how conniving your business actually is. Please provide a sample of said postcard to the BBB to see if they concur it is a postcard and well see how credible the BBB actually is. Whats more: the water test that is the supposed gift never even happened. That was simply a tactic used to come into my home but didnt actually test the water. 
  Furthermore your financing department, which is a separate company from yours that you oblige me to go through, denied me and subsequently lowered my credit score 80 points.

  This poorly conceived explanation is one of the sorriest excuses to a customer complaint Ive seen in a long time. Ill happily provide a PDF of the postcard if you dont.