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Business Profile

Water Softener Supplies

Rayne of Ventura

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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Complaint type

  • Initial Complaint

    Date:05/02/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Rayne Water
    **** ****** ******, Ventura, CA 93003
    ###-###-#### or ###-###-####
    Bought water softener with a 20 year warranty around the time of 10/2008. At the time, the salesman selling me the warranty, he said the warranty covers all parts and labor.

    I have had service performed during that time, including maintenance services twice and what another service call that required a “total rebuild” of my equipment around 2012. The maintenance services I paid for but the “total rebuild” cost nothing. The tech that provided the “total rebuild,” said the warranty covers everything.

    April 3rd, 2023, I had a service call because the softener was not working. Paid for a service call, $155.00. This fee, I don’t believe I should have had paid because this was a problem with the softener and it should be covered by warranty. There is a physical problem with the equipment. The tech said he needed to order some parts and they would call when they were available. He stated if I had the warranty, there would be no cost to repair.

    I waited until 5/2/2023 and still had not been contacted by the company. I called and they said the part was not covered and that is why they did not call me back. They told me it was going to cost roughly $150 and schedule a date for repair. I told them I was told by the salesman, two different techs that the parts and labor were covered by the warranty, there would be no costs for repair. I requested a callback from the manager. I have not heard from him.

    I feel if I was told by the salesman, and three techs that parts and labor are covered. I should not have to pay for the parts and labor to get my softener working. The fact that I had to pay for service fee to have someone come out to see if it is something that should be covered by the warranty is not right. I am seeking they need to repair my softener under warranty and refund the cost of the service call to see what the problem was and fix it.

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