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Business Profile

Water Softener Supplies

Neptune Soft Water, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/05/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    I called Neptune on Tuesday Decemeber 3rd. I told them I needed someone to come out as my system is not working. I explained to them that I have unplugged it and reset it and it did not fix the problem. He told me the earliest I could get a tech out was Monday December 9th but he would call me within the next couple of days. Ending the call with unplug it and plug it back in that it could fix the problem. No call back. I called on December 12th and asked again when a tech would be out. I was told tech was out with covid and he would again return my phone call the next day December 13th. I called on December 31st and was told all techs are on vacation earliest I could get was January 6th. I then stated it was unexceptable to come get their system. I'm paying for a system that doesn't work and I can't even get a phone call back. He then said he would call one of the techs and he called me on Thursday January 2nd. He was very rude and stated I promised I'd call you back, I have a tech coming tomorrow January 3rd I will call you between 8am-9am. I never received a call or a tech. This isn't the first time I have had issues with this company. I have called multiple times for orders of supplies that never were sent. I'm tired of paying for something that doesn't work and has ungodly interest rate. The costumer service is awful to deal with.

    Business Response

    Date: 02/28/2025

    Regarding the recent delay in the service that was requested.
     We understand how important prompt
    service is to our valued customers, and we deeply regret any inconvenience this
    delay may have caused.

    Please rest assured that we are fully committed to resolving
    this issue as quickly as possible. We will be reaching out to you to ensure
    that the service is provided at the earliest possible date. We understand that
    your time is valuable, and we are dedicated to making things right.

    Your renewed satisfaction is our top priority, and we are
    taking the necessary steps to enhance our service delivery and communication.

    Should you have any questions or require further assistance, please do
    not hesitate to contact us directly. We are here to support you and ensure that
    your needs are met.

    Customer Answer

    Date: 03/01/2025

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


    I have NEVER received a phone call back from the company. I have also tried reaching out again and they were gone to the fairgrounds to set up for a farm show. This call was made February 19th. I am awfully disgusted and would never suggest this company to anyone. My system has been down for months and no one has made any attempt to show up or a simple phone call back. There is no way they can make any of this better on their part other than pay my balance off and take the system back. 



    Regards,



    **** *******








Neptune Soft Water, Inc. is BBB Accredited.

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This business has committed to upholding the BBB Standards for Trust.

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