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:06/28/2024

  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.

  We paid ProClear Water Solutions in Lubbock TX $1900 cash to install a water softener. After the install **** ***** and ***** did not inform us of how to operate the water softener, what they did and how they installed the water softener if any other problems should arise. We did have a problem arise right after they left. We were not getting any hot water to the house. We had an instant hot water valve in the water heater. We called they did not come back to the home. Instead opted to have us take a photo of the water heater. Notice they left the hot water valve OFF and we turned it on.
  After a few weeks went by we had noticed our cold water was not working. We called numerous times, texted and called. No one would call us back or return our calls. We received texts stating **** ***** was out of the state. We notified the office , ******* was notified over and over that we had issues with the cold water. ***** called us and told us we do not need to be concerned.
  AS we realized this was a problem we contacted several plumbers. Each plumber told us the water softener was installed incorrectly. All the hose bibs were connected to the water softener. Which is NOT how it should be. We called again. No answer. Finally we got an ********. We wrote a review. They started calling and stating how they wanted the system removed. We paid $1900 cash for the softener and it is our property. ProClear Water Solutions did not try to resolve this issue.
  We had to spend over $715 on professional opinions to figure out what **** ***** did. **** ***** failed to install our water softener correctly. ProClear Water Solutions has our entire water system connected to soft water. It is impossible to water or use our hose bibs correctly without fixing the issue. We are asking for $715 returned to us. ProClear Water Solutions NEVER came back to the home to fix, remediate or resolve our issue. We now have to fix it ourselves after receiving professional advice of other professionals.

  Business Response

  Date: 07/01/2024

  Attached is the invoice Mrs. ******** received from ****** Plumbing. Since this issue, ProClear Water Solutions has received numerous negative reviews from customers we have never heard of, spoken to or met. Initially, we did fail to turn on Mrs. ********'s circulating pump. It took her 6 days to call and report an issues, which we were able to walk her through the easy fix over the phone. She then called with a complaint of switching hot water lines. This is impossible with the way a water softener is installed. When ****** Plumbing told her the ***e thing, she changed her complain to the hose bibs being on soft water. **** did fully explain this prior to the installation. Now they claim the water softener should have been installed outside- which would still place the hose bibs on hot water. Mrs. ******** has tied up our phone lines for hours over the past month. We have offered her a full refund and to remove the equipment, to which they refuse. We will not refund her $1,900 without our equipment returned. ****** has refunded her fully for their service call, the invoice is attached. ****** has also placed the ********s on their do not service list. The attached invoice from ****** indicates there is no mixing of hot and cold water in the ********** home. Mrs & Mr ******** are not on the ***e page about their water system and their complaints. Mrs. ******** told **** that everything was fine and she was happy with the system. We are at a loss. We dont know how to make the ********** happy. They refuse to return the equipment and us give them a refund. They have made it very clear that they want the system and a full refund, which is not fair on our end. 

   

   

  Monday April 8, 2024
  **** ******** called about a water softener. ****** texted ****** at 10:51am 
  “Can you call a lady and explain more about installs? She called another company and they said they would be digging outside so she said no. She wanted a price point )which I gave a range but I said it’s really up to coming out and looking but she doesnt want anyone coming without a price) lol Doesnt want RO system. 1-2 people in-house only really uses 2 bathroom. 
  –asked about why you would be digging. Just kind wants to know the whole process. **** ******** ************
  
  Wednesday April 24, 2024
  **** went on a sales call at **** ********’s house. Our notes from ****** “Softener quote, water heater in garage, no loop. Would like a winter cover if needed.”
  She told **** that she had Water Pro out and she didn’t like them. **** quoted her $1900 for a 32,000 grain, single tank water softener. The RO would be installed at a later day for an additional $400. The $1,900 for the softener included 6 months of free service. 
  While **** was there for the sales call, he was able to look under the water heater and locate her main line. **** let Mrs. ******** know that all of the water from the point of interception would be on soft water. 
  Wednesday May 1, 2024
  **** and ****** completed the installation of the water softener. A small piece of sheetrock was removed and an access panel placed to run the lines and install the water softener in the garage. This installation method provides a much higher level of protection for the water softener and eliminating the need to dig up a portion of the yard to intercept the main water line. With an outside installation, the softener would be partially buried and placed in a metal, insulated box. 
  The day of the installation, **** asked ****** to go to ***** **** * *********. ****** agreed to do that for her. A few days later, he went to pick up the rock and he helped her put it down. She indicated that she didn’t like people in her home. 
  Thursday May 2, 2024
  Mrs. ******** texted ******:
  11:43am - “I gave them ****** ********* for a ****** pickup. It’s 20 bags for 1 inch black star gravel. It’s paid. Thanks so much. 
  ****** picked up the rock and helped her place it where she wanted. She paid him *** ****
  Friday, May 6, 2024
  Mrs. ******** called ****** to let him know that the circulating pump was not working. He tried talking her through it. He told her NOT to turn on the hot water valve, which she did turn on. ****** told her specifically NOT to turn on the hot water valve. She sent photos to ****** and he told her which valve to turn on. She turned on the hot water valve and burned her leg.
  During the installation, the circulating pump was turned off to keep it from being damaged while the water was turned off for the installation. It was our error that it was not turned back on after the installation. ****** was going to go over and fix it, but he was able to walk her through it over the phone. 
  Wednesday, May 15, 2024 
  10:30am Was supposed to be the RO install. **** texted to reschedule on May 15, 2024 @ 10:34am. She did not indicate any issues with the softener. 
  Thursday, May 16, 2024
  Mrs. ******** texted 
  “Hi ******, I am wondering if you wanted to help me plant some plants in the front next week? I will pay you for that. I did ask ******* what your schedule would be and when you would be avaialble if you didnt want to do it next week possibly the week after. Woul dyou let me know. Thanks. 
  ****** did not respond because she made him very comfortable while he was helping her with the rock. She made comments about all of the things she needed his help with and she didnt trust anyone else at her home. 
  Monday, June 10, 2024
  ****** spoke to Mrs. ******** for 17 minutes on the phone at 11:25am. She indicated that her water was warmer than normal. ****** spoke with **** and they let her know that it was due to the temperature of the water as the daytime and nighttime temperatures are hotter now than they were on May 1st.
  On June 10th at 4:51 **** texted ******:
  “I did speak to the pool plumber. He said the pool and house is separate. That he think thnk at times when he gets really hot it was just depend on the how the home is set up that the water can run lukewarm, Do you know if you heard anything else from ****? Thanks.
  ****** responded “He says its more than like bc it’s hotter out. Water coming from the main is warmer than it was. 
  **** responded “yeah, because the weather back in March and February the water was cold. But this like very lukewarm. I’m not kidding.” “Thats what his plumber said too” “In the master shower is where i get the coldest water and when I say that it’s really just slightly cold. Its not at all cold. So I will need to schedule with ******** about the RO, but I will tell you the kitchen provides no cold water”
  —
  Monday June 24, 2024
  Mrs. ******** left a * **** ****** ****** at approximately 5:45pm. **** tried to call her multiple times and she refused to answer. **** called her from a ****** ***** number. She answered and the first thing she said was I am going to take that review down. She told **** ****** plumbing was coming out tomorrow. **** told her to please call him after ****** was there. If there was anything on our end, we would be happy to help her take care of it. 
  We received this email from Mrs. ********’s ********- After **** had already spoken to Mrs. ******** over the phone. 
  From: **** ******* <******************************>
  Date: Mon, Jun 24, 2024 at 7:47 PM
  Subject: Water Softner/ Mrs. ********
  To: ********************************** <**********************************>
  
  Hello,
  This is **** ******* , ******** at ***. I represent Mrs. ********.
  My client, Mrs. ******** has mentioned to me that she has contacted your company proclear water solutions every week my phone.  my client has mentioned to me and the facts are from Mrs. ******** not only did she try to call and no one would pick up the phone but she had to resort to texting the front desk lady, ********.
  My client has mentioned to me the problems that she has had since the water softener was installed at her home in May. Initially, the hot water was not working because the hot water valve was left off when Mr. **** and Mr. ****** left the property. My client had to text pictures over versus someone trying to come back to the property to help her.
  My client realized that a valve was off and she had to turn it on herself. 
  My client also noticed the cold water and the entire house was not cold. She noticed this for a few weeks and then hesitated to call the office because no one would ever pick up the phone.. 
  My client did call finally back to the office  had Mr. ****** call my client and tell her he did not think there was an issue. 
  The problem was not fixed. No one came back to the property to review the issue. There could have been possibly another valve turned off, or something to review so it’s not a water softener issue. my client got tired of calling and being told there was not a problem however, your company failed to do any type of problem-solving on pro clear water solutions part. 
  Therefore, my client had to resort to call a plumber. it is from a certified plumber that the water was not not cold due to the way the water softener was installed. This is from the Plumber and is not from my client so she decided to get a second opinion and that still will continue until we figure out what to do.
  She wrote a review explaining exactly what happened and your response to her review has been completely negative. 
  This is not the type of customer you want what type of customer do you want? 
  My client wants nothing to do with your business at this point with the way things have been handled with her. It has been troublesome, unprofessional, lack of courtesy, and no one mentioned sending a plumber to my clients house.
  I would advise you to take a look at the messages and realize that the front  desk staff does not answer the phone calls. 
  Everything is done by text. How are you supposed to resolve everything by text?
  At this moment, my client is not satisfied with the way things are, and from what the plumber told my client it is a water softener issue. I can attach the statements from the Plumber. Perhaps you can take it up with the Plumber versus my client.
  The anger in the reply shows this company is unprofessional, and whoever doesn’t bother to answer the phone needs to get another job. 
  My client will be getting a second opinion this week. She is allowing a master plumber at the property.
  My client never had any type of response from your company about sending a plumber to the property. 
  I would advise you to leave my client alone,  do not come near the property and if that happens, we will have to take this matter and pursue it legally and criminally. 
  You only bother to call my client after you read the review. 
  Best, 
  **** ******* 
  ******** at *** 
  
  Tuesday June 25, 2024
  **** spoke with Mrs. ********. She told him that ****** Plumbing came out and told her that her water temperature was due to the location of the lines and the temperature. They isulated one of her exterior water lines. They also told Mrs. ******** that her outside hose bibs were on soft water. **** had already told her this during the sales call. All water from the main line forward were on soft water. She said that it did not bother her because her plants are looking better than they ever have.
  
  Thursday June 27, 2024
  ******* responded to the email from Mr. *******
  Mr. *******, 
  
  My name is ******* *********. I will be handling all correspondence with your client, **** ********, moving forward. 
  
  Can you please provide me with your *** **** ****** and your ******* ****?
  
  My ********, ****** **** has requested this information before we can proceed. 
  
  Thank you, 
  
  ******* *********
  ProClear Water Solutions
  ************ 
  At 8:33am ******* called and spoke with *** at ****** Plumbing. *** indicated their notes from the tech said the hot and cold water was not mixing. They insulated her lines, refunded their invoice and placed them on their do not service list. 
  At 8:59, we received an email from **** ********
  From: ******* S ******** <***************************>
  Date: Thu, Jun 27, 2024 at 8:59 AM
  Subject: Water Softner on *******
  To: ********************************** <**********************************>
  CC: ****************************** <******************************>
  
  RE: ******* ***
  This is **** ******** . I was away when the water softener was installed at the house on ******* *** in May 2024. 
  My main questions are:
  1. Can any of the three hose bibs be wired to hard water? I would like at least one of them to be hard water versus soft water. Right now the plumbers have verified each of the hose bibs is connected to soft water. Even though **** does not care, I do care. This can be problematic down the road if we ever do need hard water outside.
  2. Since we installed the water softener it has changed the cold water temperature. Not blaming anyone, but right now there is no cold water in the house. No where in the bathrooms, kitchen, or even from the hose bibs. Cold is warm. Plumber did insulate the cold water pipes ,but it did not help.
  Can you let me know what can be done to address these issues? Or if they can be addressed and /or fixed? 
  Can you get back to me regarding this?
  Thank you,
  **** ********
  Thank you,
  ****
  
  At 11:00am we received the following email from **** *******
  It is water softener 101 to NOT install soft water to the outdoor bibs. Also, if it had been done the customer needs to know versus spending thousands of dollars on plumbers across Lubbock, TX.
  Proclear Water solutions is responsible for fixing this matter. However, when my clients wrote a factual review the rep at ProClear Water Solutions wrote a ***** reply " we don't want customers like you. We will remove the softener and refund you. You are not answering the calls."
  How about my clients do not want companies like you that do not PIck up the phone , do not answer calls nor do they communicate with the homeowner they have installed the water softener WRONG. My client called the company numerous times only for the unprofessional ******* to notify her by text. Plenty of evidence to show ProClear Water solutions cold care less and other people should know about how they install the softeners.
  I will advise my client to write the factual review. Other homeowners in Lubbock TX need to know what is going on.
  The employees here at ProClear Water Solution made no prior attempt to call, come by or resolve this issue BEFORE the review. 
  Best,
  **** *******
  ******* attempted to call Mrs. ******** twice and left 1 voicemail at 2:17pm. The phone number is from “Text Now” a texting/calling app. 
  ******* responded at 4:33pm with the following text and photos of the installation
  Mr. ********, 
  
  My name is ******* *********. **** ***** and I will be handling you and Mrs. ********** account with ProClear Water Solutions, moving forward. 
  
  1. I cannot say if its possible to supply hard water to the hose bibs. We do not have a full lay out of your plumbing. It probably is possible, but likely will be costly and require digging and/or sheetrock work. Without full blueprints of the plumbing, we don't know exactly what you have under ground and inside of the walls of your home. **** spoke with Mrs. ******** Tuesday afternoon after ****** was there. She did ask about the hose bibs being on soft water. Mrs. ******** indicated that she wasn't worried about it, and even told **** that her plants look better than they ever have. She has told us numerous times that her plants and yard are mostly fake because she did not want to deal with the dust and sunlight here.
  
  2. I am very sorry the water temperature has been hotter this month. At this point, I would like to schedule a time for **** to remove the equipment from your home. We have worked very hard to resolve this issue. It is apparent that we are not able to meet your needs for water treatment. We stand behind our install, our equipment and the expertise of our employees. **** will remove the equipment, put all of the plumbing back just as it was before our install. We will not pay for sheetrock repair. We will refund you with a cashiers check.
  
  As you can see in the photos I have attached, we created a loop off of the main water line. This connection was done before the water heater. 
  
  Furthermore, ****** has spent hours upon hours on the phone with Mrs. ********. We did resort to texting because we have numerous phone calls per day. Mrs. ******** often spends over an hour on the phone with ******. We have heard about her ***********, her other *** *****, her husband ****** *** ** *****, her fake plants, her working for the ***, the people driving by her home stalking her, her **** ***** where she not tip and makes them wait for her, negative reviews she's left for other companies, about how her ****** isn't doing his job, her house projects, she wanted to help with ******'s house projects, and she wanted to buy ****** a ** as a ******* gift. She also told ****** that she hates hiring companies that employ "********" because she feels like she will get assaulted. She also told her how ********* she was because her ******* *** ****** ***** because *** ** ***** * **** *** as a *** ******. She has even told ****** about purchases on ******. 
  
  As you can see, we have spent hours upon hours on the phone with Mrs. ********. Both **** and I have called her numerous times and she very rarely answers the phone. Then we are accused of not communicating.
  
  The communication between Mrs. ******** and what we receive from her "********" doesn't match.  She told **** that ****** plumbing said her softener was installed correctly, they insulated the lines and it was all working fine. Next we receive an email from the "********" about how upset she is and how horrible we are as a company. 
  
  **** will be available to remove the equipment and provide your refund on July 8th, July 9th or July 10th. 
  
  I am truly sorry that we were not able to meet your needs for a water softener in Lubbock. Let me know which day you would like to schedule the removal and refund. 
  
  Thank you
  
  ******* *********
  ProClear Water Solutions
  ************
  
  Friday June 28, 2024
  12:30am ******* received the following response from **** ******** 
  Excuse me? First of all, please have the evidence ready to give me and my ******** about all the things you have said that **** has mentioned to ********. 
  First of all, she is not a ********r. It is obvious you got incorrect information. Furthermore, it is our equipment as we have paid $1900 cash to finalize the poor installation.
  A water softener without a loop is not sufficient to be placed in the garage next to the water heater. If so, only the hot water line is supposed to be the only line to receive soft water not all of the lines in my house. Which is exactly what ProClear Water Solutions did. You did not install a loop. You managed to screw our entire system to soft water including our hose bibs. 
  At this point I will be escalating this issue. Your email is false and your accusations are enough to actually not receive a reply. But you got me. 
  Who cares who we hire, what we do, what we drive, who we tip, what we eat, etc.. What does that have to do with the matter at hand ? Nothing. 
  We paid your company $1900 to install this softener and the install is NOT DONE RIGHT. 
  A water softener without a loop needs to be installed outside. It is obvious **** ** **** *** ******** didn't want to dig and its obvious you guys went the shortcut. You only did this b.c my wife is nice.
  There were numerous attempts to contact your company via phone BEFORE the review ( which I will make **** **** it goes UP and it will be a factual review upon *** is happened here at my house) NO ONE PICKED UP THE PHONE TO CALL MY WIFE PRIOR TO ALL OF THIS. NO ONE. NO ONE CAME BY TO CHECK, RESOLVE OR DO ANYTHING. ****** was the only one who did call. **** was busy ** ***** ****** from what I heard. 
  Yes you are correct. My wife this week told **** everything is fine because she could care less about fixing this big problem with you after what has happened. Are you kidding me?
  If people are having a conversation what is it to you? Everything you wrote is false. ******** is ** *********** ******* ********** . She even texted her ** **** to my wife b/c my wife was having ***** ******, not ******** ********** *** or her not tipping **** drivers? What does this have to do with water softener install? 
  ******y committed fraud. In a civil context everything you wrote is fraud.  Everything you wrote has no bearing on this poor install. It is unprofessional. It has cost me over $700 this week on 5 professional opinions. If you like to send me a check I will be more than glad to accept it. 
  As Mr. ******* mentioned in several emails---do not contact my wife but you are still harassing her.  You left her a phone message today. Why?
  This is not a lease. Is that clear?  We have paid for it. It is my equipment not yours and you can fight us in court. I am sick and tired of this reply from you when you can not effectively resolve anything. I sent a nice email about fixing this issue but you decide to come at me with fraud. 
  I will pursue this matter. FYI, we have received over 5 opinions and we will fight this legally all without fraud but professional opinions, my legal team and facts. 
  Do not contact me , my wife. You obviously can not see past employee conversations and look at this matter as a water softener professional install. There can be mistakes made and that is why I sent the email. I did not warrant this response. It is laughable, unprofessional and *** *****. We have our opinions and we pursue this matter legally. 
  **** ********
  9:43 am **** ******** Left a BBB Review
  Hello:
  One of your customers submitted a review of their experience with Proclear Water Solutions to your Better Business Bureau. ********* ******* ******* ** * ***** **** *** ** **** ***** *** *** ** ******* ** ******** ** ** * ******* ******** ** ** * ****** ** ******* ** ******* 
  Review date: 06/28/2024
  Review ID *******
  Consumer: **** ********
  Not sure of time **** ******** left a Yelp Review
  We had ProClear Water Solutions install a water softener at our house. Initially ****** ***** and ****** came out to the home spoke to us. We agreed to pay for the water softener and the install. The day of install we expected ****** and ****** to dig and install the water softener outside b/c we did not have a loop.
  However, ****** ***** decided he can place it in the garage and we agreed. We did not know. We trusted the process. Proclear water solutions didn't discuss with us what they placed in our garage after we paid them. They left without even discussing or explaining any detail of how the water softener works. ******.
  What happened here because we did not have a loop so the water softener install should have been placed outside the garage not inside the garage. When placed inside (we were not told anything by ProClear Water Solutions) the only line that can receive soft water is the hot water line.
  After the install (3 hours) we noticed right away the instant hot water line was turned off. We called ProClear Water Solutions and ******y had ****** call us. He asked for a photo of the interior of the water heater he noticed the valve was off. So we turned it on.
  After a few days and weeks we noticed our cold water in the home was turning into lukewarm water very quickly. We called ProClear Water Solutions several times and no one picked up the phone. ******y chose to text us and after a while we realized texting was not getting us anywhere. What we needed is for ****** ***** and ****** to come and check out the issues. However, so many attempts were made via phone, texts, email to see if they could come back to check, resolve, or effectively manage to figure out why we were getting lukewarm water. Not one person came back to resolve anything! ******.
  Not one phone call was made to attempt to resolve anything.
  We did not lease this equipment and we paid ProClear Water Solutions in full for our equipment. They (******* *********) did email me back yesterday stating how they did not want a customer like us, they wanted their equipment back. When you pay in full for things it is not your property anymore it is our property. We paid ProClear Water Solutions in FULL. ******* *********'s reply to my email was unprofessional, tacky, **** and not effective. ******* ********* stated they wanted to pull the equipment out and return our money we paid in cash back via cashiers check. The reply was **** with unwarranted statements that had nothing to do with the install of the water softener.
  Sorry but that is not good enough, we are not allowing your employees back at our property when we tried so hard to get them back here initially to figure out what could have gone wrong. We did not ask to pull the equipment out! What a joke. After what has happened and the fact is ProClear Water Solutions could not offer a proper resolution or fix our issue we refused this route.
  Our entire water system is messed up. All the cold water to the home is lukewarm water, hose bibs have soft water and hose bib water is lukewarm not cold. *** ********* **************!
  
  We ended up spending more money and contacting other professionals aka plumbers only to discover ProClear Water Solutions tied all of our lines to the water softener including our hose bibs!! We have soft water coming out of our outdoor faucets. 
  Do we recommend ProClear Water Solutions? No. The professional opinions of plumbers , other water softener companies in Lubbock have told us the install is not done correctly. It would cost us $3500 to rewire the hose bibs.
  ProClear Water Solutions did not offer us a resolution, they did not come back to the home to resolve the problems we faced. All they wanted is the equipment back when we paid for it. We paid them in full , in cash and their reply has been insufficient, unprofessional and ****.
  Other professional opinions were made after this install and the facts are it was not done correctly and it needed to be installed outside.
  Save yourself time, money and a headache. Not to mention **** emails from ProClear Water Solutions. It was a very poor experience. ** *** *********.
  ******** *** ***.
  3:25pm BBB Complaint Filed
  Company: Proclear Water Solutions
  Consumer: ********, ******* and ****
  This e-mail is to notify you that you currently have a new message with BBB in regards to complaint #********.
  11:33pm **** ******** left the following review on *** *****
  The following review was submitted from your listing on *** *****:
  Star Rating: ? ** *** ** * ******
  Name: ******* ********
  Review:
  We had ProClear Water Solutions install a water softener at our house. Initially **** and ****** came out to the home spoke to my wife. We agreed to pay for the water softener and the install. The day of install we expected **** and ****** to dig and install the water softener outside b/c we did not have a loop.
  However, **** decided he can place it in the garage and we agreed. We did not know. We trusted the process.
  What happened here because we did not have a loop so the water softener install should have been placed outside the garage not inside the garage. When placed inside (we were not told anything by ProClear Water Solutions) the only line that can receive soft water is the hot water line.
  After the install (3 hours) we noticed right away the instant hot water line was turned off. We called ProClear Water Solutions and ******y had ****** call us. He asked for a photo of the interior of the water heater he noticed the valve was off. So we turned it on.
  After a few days and weeks we noticed our cold water in the home was turning into lukewarm water very quickly. We called ProClear Water Solutions several times and no one picked up the phone. ******y chose to text us and after a while we realized texting was not getting us anywhere. What we needed is for **** and ****** to come and check out the issues. However, so many attempts were made via phone, texts, email to see if they could come back to check, resolve, or effectively manage to figure out why we were getting lukewarm water. Not one person came back to resolve anything! ******.
  Not one phone call was made to attempt to resolve anything .. It is only after my wife got an ******** and sent them an email that they started to call and ask for the equipment back ! What?
  We paid in full for the water softener equipment. We did not lease this and we paid ProClear Water Solutions in full for our equipment. The emails kept saying how they did not want a customer like us, they wanted their equipment back. When you pay in full for things it is not your property anymore it is our property. We paid ProClear Water Solutions in FULL.
  We received ***** emails back from an employee , ******* *********, stating how they would like their equipment returned and how they would refund us in a cashiers check. Sorry but that is not good enough, we are not allowing your employees at our property after what has happened and the fact is you could not offer a proper resolution or fix our issue. Our entire water system is messed up. All the cold water to the home is lukewarm water, hose bibs have soft water and hose bib water is lukewarm not cold. *** ********* **************!
  We ended up spending more money and contacting other professionals only to discover ProClear Water Solutions tied all of our lines to the water softener including our hose bibs!! We have soft water coming out of our outdoor faucets. We tried to send a nice email to **** only to be met with “we want our equipment back” and ****, unwarranted statements that had nothing to do with the install.
  Do we recommend ProClear Water Solutions? No. The professional opinions of plumbers , other water softener companies in Lubbock have told us the install is not done correctly. It would cost us $3500 to rewire the hose bibs.
  ProClear Water Solutions did not offer us a resolution, they did not come back to the home to resolve the problems we faced. All they wanted is the equipment back when we paid for it. We paid them in full , in cash and their reply has been insufficient, unprofessional and ****.
  Other professional opinions were made after this install and the facts are it was not done correctly and it needed to be installed outside.
  Save yourself time, money and a headache. Not to mention **** emails from ProClear Water Solutions. It was a very poor experience. ** *** *********.

  
  

  Business Response

  Date: 07/01/2024

  Please attach the copies of your plumbing bills to this complaint. The 6 months service was offered free, so the refund there would be $0.00 for that service. 

   

  Customer Answer

  Date: 07/03/2024

  I have other receipts given to the ********. I will send them to you. They equal a total of $1900 plus $715 ( and $185 is included in the $715) Plus assurance which includes service and salt pellets at $10 each. The softener needs two bags of $10 each which it requires 2 bags monthly. We were supposed to get this included in the $1900 that we paid.