Complaints

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• Initial Complaint

  Date:01/26/2024

  Type:Billing 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.

  Initial water testing/ sale 8/27/23
  ~ *******
  
  Main concern: Deceptive sale tactics - created a false image of water issue to buy expensive system, I felted pressured to buy a system I did not need.
  
  I have tried to contact them 8 times regarding this issue, not once have a received a call back from the company.
  
  I moved into home on June 7th, 2023. The home is on a well and I decided to do a at home water test . Hampton Roads Water Services (RainSoft) conducted a series a water tests. The man who came to run the test said my water was highly contaminated. He asked me if I had a system - I told him I was not sure. We went into the garage and he told me I had a system. At no point did he advise me to service existing system. (After research that system was new). Instead he bad mouthed the company who system was in place and told me that they basically put bleach in the water to clean it.
  
  When we sat down, and he tried to sell me the product he used confusing tactics and took advantage of a first time home buyer. I asked him if I could wait a few days before I made a decision and he told me if he walked out the door "the deal would go away." He pressured me into the system.
  
  At no point did he come back to re-test the water to see if they water was okay. There have been a series of issues since it was installed.
  
  First issue: after the initial installation, I did a load of whites they all turned red. I called, someone came out and determined I had a high iron content in my water that was not previously detected. At that point I was told I needed to spend another ***** on another tank.
  
  Second Issue: Water Pressure was completely zero. Issue was the iron pump. I was told rocks some how got into the tank and clogged the tank.
  
  Third Issue: Iron staining and iron smell continued. I was told a rode in the first tank was stuck. The ultra violet light box was also leaking - waiting for that to be fixed at their shop.

  Business Response

  Date: 01/26/2024

  Purchase took place last July and we had no complaints in our records until last week when she called asking for a refund.    She called several times since then and we have spoken to her each time and discussed with her the situation.  We have serviced her water 3 x at no charge.   We have been to her house 2x in the last couple weeks.   Once to fix a UV light that was frozen due to the temperature and another time to retest the water and verify our system is working.     Prior to the purchase her hardness was an 8 and not it is a 0.   Her PH was low and now it measures normal.   Prior her water has iron and now she has none.   Her purchase included * ***** ** **** soap products, which she has received and is using.  Her financing agreement was with a 3rd party which gave her a deferred payment.       From our point of view, her equipment was needed as testing indicated and is working as post testing indicates.    We have answered every phone call and responded each time. Upon inspection gravel from her well is being pumped through the house and we are currently recommending a well inspection, that perhaps her well casing is leaking (which has nothing to do with us, this system, or her water).  Her well needs inspection and fixing. 

  Customer Answer

  Date: 01/26/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  I have not once asked for a refund when I have called via phone. I simply have wanted to talk to someone about the sale that has been made. 
  
  Every time I call, I speak to someone who says they will take a message. That message has never been returned. Yesterday 1/25 I finally said, I will call everyday until someone calls me back. To be very clear - I want to talk about the sale that was made. Not my issues with the system itself. My well has been inspected as of last week and they found no issues. 
  

  **** has come every time and has been very professional and answered every question.  but again my complaint and concern is the sale. 
  

  I feel ***** the sales rep used deceptive sale tactics and created a false picture of water situation. 
  
  I feel like I did not have all the information I need to spend ****** *nd was pressured into make a decision. **** the sales person took advantage of a young first time home owner. 
  
  

  1/25 was the first time someone tried to give me a number to call - with which I responded “I don’t want mikes number because he is the person who made the sale, I want mike bosses number”

  
  When this started all I wanted was someone to call me explain the sale. Failure to do this has led to my frustration and distrust in the company. 

  
  
  Sincerely,
  
  
  
  **** ******