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:06/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  PWS installed a water filtration system in my home and has serviced it multiple times since 2020. I was unaware that the installation was never done to proper NJ code. This eventually resulted in a drain flooding that caused extensive water damage to my home requiring an insurance claim with my ******************** to resolve. Upon discovery of the issue, PWS sent a technician to my home, who stated it the leak was outside of their purview and not their responsibility, literally instructing me to call a plumber, which I then did. Through insurance I had to bring in an industrial drying service as well as the plumber to completely resolve the issue as quickly as possible to ensure no further damage. PWS lacked urgency and could only offer to send a technician back in another week, which I expressed to them numerous times as unacceptable. Their staff also denied my request to escalate the issue to any manager or the owner.

  Business Response

  Date: 07/17/2024

  Hi ******* , 

      Professional Water Services is a 4th generation family owned business that is serious about customer service. Obviously there is many sides and views to every issue. We were called to ********************** home on thursday 6/20/24 at that time we found the source of the issue was that his drains we running slow/clogged. We said to call a drain cleaning company, or a plumber. The next day we received a call from *****************, he stated that his plumber that came to unclog the drain told him the drains were not hooked up properly. We said to bypass the system ( all our equipment comes with a bypass to shut it off) and that we would send our plumber out on Thursday 6/27 to make any nescessary changes that are needed. On monday, ***************** called again, asked if he had his own plumber do it would we pay for it, we said how much ? he said 947 $ We said sorry but that is a very high price, that our plumber will be out thursday. But on wednesday 6/26 our plumber had a opening, we called ***************** and he said we already took care of it. i was willing to pay our plumber to take care of the situation, i dont understand why he couldnt wait. either way i would of had to pay my plumber, which would of cost me around about half of the 947$. So we are willing to pay half of the 947 $.

  Thanks *****

  Customer Answer

  Date: 07/19/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21892460
  
  I am rejecting this response because:
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 07/19/2024

  Accidentally clicked submit on the rejection--

  What I wanted to include was that PWS showed no urgency to come and fix the situation when I had severe water damage in my home and a limited time to be able to address the issue. Some of us have to work Monday-Friday and cannot wait around every day for contractors. I explained this to them but all I was told was their best technician was unavailable until a later date. For reference, I ended up with nearly $11k insurance claim for plumbing work and floor replacements due to this installation error from PWS. 

  Business Response

  Date: 07/25/2024

  Hi ******* and *******: 

   Friday 6/21/24 we learned from ******* that there is plumbing work that needed to be fixed. We told ******* to bypass the system (to assure that water would not run through the system) until our plumber arrived. We scheduled our plumber to come out on Thursday 6/27/24. On monday ******* called and asked if he had his plumber do the work would we pay for it. We asked how much, he said 947 $ we said no. that price is too high, your unit is bypassed and our plumber would be out there on thursday. He said ok.  Then on wednesday 6/26/24 the day before his scheduled appointment, our plumber said he had a opening, we called *******, he said i dont need your services, i took care of it. then a couple weeks later we received this complaint.

  in short, his unit was bypassed, we were scheduled to come out thursday. we dont understand why he paid someone else to do the work, 

  we want to help. our offer of 475 $ still stands. 

  Thank You

  Customer Answer

  Date: 07/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I will be expecting a check in the mail.
  
  Regards,
  
  *****************************
  
  

  Customer Answer

  Date: 09/05/2024

  I have still not received any compensation from the business on this matter.

  Business Response

  Date: 09/09/2024

  Hi , We responded with an offer on our last correspondence. We never received a acceptance response. We will be happy to send a check out tomorrow for the amount that was offered. 

  Customer Answer

  Date: 09/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  
  

• Initial Complaint

  Date:02/18/2024

  Type:Order 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.

  On 9/5/23 professional water services installed their rainsoft water softener in my home. We received our first bill in October of 2023 and it was 3 times the amount we were told it would be after paying it off. We called to try and have the system removed but we have gotten the run around since. *** called numerous times and was told theyd escalate my concerns to their team and get back to me. Since then (February 2024) Ive been told we cannot have the system removed and they can send their service team out to check the system. My daughter, myself and my mother have all had skin dryness /eczema and have also been dealing with low water pressure since the system has been installed. I believe we were originally mislead about us needing a water softener and then mislead about the price. The system has caused us much hassle and financial burden since being installed. I would like them to come out and remove the system for good and be done with it.

  Business Response

  Date: 03/21/2024

  See Attachment. 

• Initial Complaint

  Date:06/16/2023

  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.

  Came 4/7/23 for warranty work which they approached me about with a letter in the mail. Only spent 15 minutes at my residence to “upgrade” my water softening system. Within a few weeks, we didn’t see any improvement to the system. I know this because the salt pellets we add, haven’t depleted as they normally should. Keep in mind, this system was running smoothly up to this point. We decided on the warranty work since this system was set up by the previous owner of our home and wanted the most efficient system possible. I called to have them come fix the problem since our kitchenware shows significant hard water spots. Also on a more personal note, my wife’s hair has started falling out from the harsh water. She has had to wash her hair separately with store bought distilled water. This process adds time and money to her busy schedule. Again, this wasn’t an issue before Professional Water Services came for warranty work. Once my recall appointment was set they called the day of the agreed appointment to push it back a few days despite my pleads to come when promised. The rescheduled day (6/16) they called to say they were coming between 6-8 pm. The time came and went without them coming or calling. I also should point out we have been flexible with our personal and work schedules to have them come and fix the issue they created. Im reaching out to you because I don’t know what else to do. I am filing this claim because I want them to fix the issue they created, have them pay for the work and parts, have other customers to be wary of Professional Water Services for their own homes.

  Business Response

  Date: 07/28/2023

  7/19/23

  To whom it may
  concern:
  
      Professional Water Services is a 50 year
  old family business that takes pride in customer service. I’ve been part of the
  company for 37 years, never have we not shown to an appointment without calling.
  

      We have been servicing the ******* **.
  address since 2001. When the previous owners didn’t call for yearly service we
  sent a letter. *** ***** responded and scheduled service.

  We serviced the
  equipment on 4/26. We repacked the carbon, and explained about upgrading the
  equipment due to the age, approximately 22 years old. A couple weeks later *** ***** called and said it wasn’t working, we scheduled a no charge service call
  for 6/14 but we needed to reschedule until 6/16 due to illnesses. This is where
  there is miscommunication. On 6/16 we did show and repair the system. I
  attached a copy of the service order.

      In short, we called or showed to every
  appointment we had scheduled. After receiving your letter, we reached out to
  the customer whom was at work at the time. He stated that he believes the
  system is working, and that he would check when he got home. We have not heard
  back. So we can only assume that it is working.
  
  Sincerely,

• Initial Complaint

  Date:10/06/2022

  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.

  My wife called Professional water services on June 10th, 2022 and asked for an estimate to get our system serviced. Linda, the woman in service told my wife that it would be $407.00 plus tax. My wife asked what this includes and Linda stated reverse osmosis filters, whole house filter, UV bulb, and service charge. My wife asked if she was sure the whole house filter is included because it has been 3 years and it is due and she said yes. Tom from professional water services came to the house and replaced the reverse osmosis filters and the UV light. My wife and I were at work so my Father let him into the basement. My Dad asked how everything looked and Tom said good. My dad asked if he was going to replace the whole house filter and Tom said he does not have that filter on the truck, it is a special order filter. He asked my Dad how the pressure was and My Dad said he thought it was ok. Tom said it only gets replaced if the pressure is low. My Dad paid the bill of $432.37 including tax and Tom left.
  I called Linda on June 20th to find out what happened to the whole house filter and she said she would find out and call me back. I called back on June 27th and Linda said that she is embarrassed to say it, but the filter is $1000. I told her when the filter was originally installed I asked how much it would be to replace when it came time to service it, and Ken told me $140. I also reminded Linda the filter was in my estimate for the service.
  I called back several times and left messages but no one returned my calls. on July 25th I wrote an e-mail to PWSIMANAGEMENT@*****.com and told them what was going on and that I couldn't get anyone to talk to me. Marsha called and told me my estimate was wrong. The filter is $1000. not $140. I told her It was in Linda's estimate of $407. Marsha said she will call back or email. Eventually, Marsha stopped answering my calls and stopped returning my calls.

  Business Response

  Date: 11/18/2022

  Dear Heather,

  We are truly sorry for any inconvenience.  Linda, has worked for over 20 years.  The special $1000 whole home sediment filter replacement kit, is obviously not included in the normal $407.90 yearly maintenance price.  I do not know how the miscommunication happened.  

  In good faith, being a 4th generation family owned business, who takes pride in customer satisfaction.  We would like to take 50% off the yearly service call that we just performed.  

  Sincerely,

  Keith

  Customer Answer

  Date: 11/23/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because: Keith, I am not happy about this $1000 filter. I asked Ken 3 years ago how much it would be to service this whole house water filter, and he told me the filter is $140.  When Linda quoted $407. for this years service, I thought the filter was included. My wife even asked Linda if she was sure the filter was included in The estimate and Linda said it was included. 

  This filter is increasing my yearly maintenance cost to over $740.  This is not acceptable.

  Your company should have been honest with my family from the very beginning. Your system does not work in my house.  This filter has eliminated my water pressure to the point you can not run 2 things at once.  The water will trickle out if you do this. 

  I would like you to replace the filter and guarantee it will work as intended, and not leak, for 1 year. 

  If you can not do this, I would like you to remove this water system and refund my money. 

  Please do the right thing Keith. Your salesman made a huge mistake selling my family this system. It is not working like it was designed. Your salesman assured me this system would work at my house and it does not. 

  
  
  Regards,
  
  
  
  ***** *******