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:10/06/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Date: October 5, 2024 Overcharge for service

• Initial Complaint

  Date:02/23/2024

  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.

   
  Complaint: 21335864
  
  I am rejecting this response because The company is in the wrong. Not only did they have ** pay for a program that is supposed to cover all equipment( this is now the second time they are stating its not covered bc an act of GOD, ask for the records when they first installed and the pipe cracked and caused the pump to run for hours and burn out). Plus their worker/employee was out two times the week of this specific issue and the second person who came out was not the same people on the first crew overflowed the salt canister (which was made of pliable plastic aka flimsy) once this container was over filled it crushed down on itself pulling all the equipment that was held together by pvc pipes the same evening that he filled the salt unit. Also my "cows" which they claimed did this" have no access to this area at all. Also I paid them $300. dollars on Jan 17th, 2024 now they took that and are requesting an additional $162.61 see attached bill. I am very concerned this company is being allowed to take advantage of people. I did not receive any credit for this company not coming to my home to service the equipment for 5 months(which they receive a payment of ******* mth) they never came then the secretary ***** stated we were on a bi monthly service plan yet they did not come bimonthly either as we have cameras to prove this and now that they did come out they managed to send a worker who would not even drink the water after telling me it was safe to drink, and also they over filled the salt container causing the equipment to be damaged. not a cow, or an act of GOD. Which I am highly offended that they are saying this. Many people are being taken advantage of and as per the peroxide thing they installed the new place we hired actually tested the water and made me aware that this was a scam and we did not need it after they convinced my husband and I that we did so this is more money that they "are taking" that should be addressed.  I am sure they keep record and you can ask for them to see how many times we called and complained about the smell and color of the water. 
  
  Sincerely,
  
  *******************it was felt that we knocked over the equipment? It was then again explained that there was two people out one on the 21 and one yesterday( were she chimed in and said yes he added 3 bags of salt). Well it looks like the cheap flimsy container the salt is in pulled all the equipment down and broke the pvc pipe to the pump, hence no water! In order to have service ( on friday) I was forced to pay Emergency fee and I was also made aware that I would be required to pay any other charges to fix their equipment. Very unhappy and think this is a very poor way to treat customers.

  Business Response

  Date: 03/11/2024

  The ***** became our customer after they were transferred to us from the ************************************.  They were renting a water softener and carbon filter from ************************************, in addition to having salt and chemicals delivered to maintain the system.

  ******** of ************* uses different methods than we do to treat sulfur and they add peroxide to the system differently than we do.  The ***** complained of odor several times.  We upgraded their rental water treatment equipment, by adding a chemical feed pump, at no charge.   This alleviated the odor problems they were experiencing.

  We delivered 3 bags of salt (120# total) to the salt tank on February 21st.  Early on the morning of February 23rd, they texted our salt delivery driver a picture of their equipment.  It was knocked over/fallen down and the pipes connecting it were broken.  This meant they had no water to the house.

  We didn't know what caused the equipment to fall over.  The ***** thought adding the salt did it. We sent a service technician to the house to reinstall the equipment and quoted same day service rates (like we would for any customer who is out of house *********************** because they were out of water and the picture did not look like the rental equipment fell over on its own.  Normally, if rental water treatment equipment isn't working, we service it for free, excluding any acts of God.

  Upon arrival, the ***** requested we remove the rental equipment.  We agreed in an attempt to satisfy the customer.

  Adding salt to a salt tank does not cause equipment to fall over.  When our service technicians were shown the pictures, they thought perhaps an animal (such as a cow) had knocked over the equipment.  The ***** stated that wasn't true.

  We still don't know what caused the equipment to fall over.  We have never had problems with a salt tank pulling equipment over before. Salt tanks are hooked up to water softeners by a plastic tube that's about 1/2" in diameter.  If the salt tank had been leaning (and we don't think it was), the tubing would have become disconnected.  We don't see how it's possible a salt tank would have made the equipment fall over, as the ***** thought.

  We are truly sorry the relationship ended this way.

   

  Business Response

  Date: 03/15/2024

  We did not install the rental equipment; the *** branch did.  We have no knowledge of what happened at the time of installation or the subsequent few days afterwards.  The *** branch transferred the ****** account to us because our office is closer in proximity to them.  The transfer occurred at the end of December 2022.

  The rental equipment fees are $136.86 per month.  Consumables, such as salt, sediment filters, and peroxide are not included.  ************ is correct when she says she spends about $140 a month- but that's strictly for the use of the equipment.

  **** is our salt delivery driver who adds consumables for our customers.  **** is the service technician who came to the ****************** to get them back into water after the equipment fell over.  ************ is again correct when she stated 2 different people came to her property that week.

  Brine tanks (otherwise known as salt containers or salt tanks) are made of plastic.  They are an industry standard between manufacturers.  While sizes may vary, the material does not vary much.  This is from our experience with multiple manufacturers' salt tanks.

  The ****** billing history is attached.  The salt delivery dates are highlighted in yellow, along with the consummables added.  As you can see, we delivered every 2 months.  This is the schedule our *** office had the ***** on, which we continued.

  We replaced their leaking pressure tank on 7/27/2023.  This was chargeable for the pressure tank itself, labor, and the *** to plumb it in.  We do not rent pressure tanks or pumps.  The ***** own the pressure tank.

  We did not charge any money for the chemical feed pump we added to treat their water for sulfur.  This normally would have been $25/month plus tax.  The chemical feed pump required peroxide, which we added to their salt delivery services.

  The ***** service repair history is also attached.  It shows we tried to correct the odor in their water by adding the chemical feed pump.  Some companies use chemical feed pumps, some don't.  Some companies use aerators to treat sulfur, some use newer technology to oxidize sulfur.  The point is, we did what we felt would fix the ****** problem of stinky water.

  There are 2 notes attached as well.  **************** husband called and asked for a credit on the account.  This was documented, as well as the followup phone call the next day explaining why we could not issue a credit.  And at that time, he said the water was good.

  As a customer satisfaction measure, we are removing the $162.61 balance on their account.  We feel that we have done everything we can for this customer.  We hope they get the ********************** they are looking for.  We believe everyone needs good, clear, odor-free water.