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:09/19/2024

  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.

  Our water tested positive for coliform bacteria so we reached out to ******** ***** about the Jen-Loc system. After sending our water test to her office, ******** came out and provided us with an estimate to install a Jen-Loc water filtration system. We provided a check for the $900 deposit on June 11, 2024 (approximately 50% of the total estimate of $1832.08 provided on 2/7/24) when the system was installed. On June 14, 2024 we reached out via email to let them know we had a significant amount of black sediment in our water (we attached pictures) and that some of the fittings were leaking. We received a reply on June 17th and ******** came out on June 18th to fix the leaking fittings. At that time she indicated it was not unusual for black sediment or 'fines' to appear in the water, but that these should dissipate as the filter flushed out. I asked when we should expect the water to clear, but ******** was unable to provide an estimate. She offered to remove the system and provide a refund. I asked if we could give the system more time to see if it would flush out. On July 12th I reached out to let her know we were still having issues and that we would like the system removed and a refund provided since the system was not addressing the issues with our water. Her office scheduled an appointment that we were unavailable for and we asked if we could schedule a different time. We have sent multiple emails and called the office, but have not been provided with a new date for the system to be removed or when we can expect a refund. In the meantime, we still do not have potable water. All we want is the system removed and our money back so we can install a system that will address the issues with our water. It has been over a year since we have had potable water.

  Customer Answer

  Date: 09/30/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 10/15/2024

  The conversation started last November, interest was expressed in February and the unit was installed June 11, 2024.  There was a leak which was promptly addressed on June 18th, which was simply a little tightening (over-tightening can crack the head and cost for replacement); there was no charge for the visit, and the  black "sediments" were NOT part of the natural sediment from the media "fines" which I had explained on installation day, might appear but would need to just be flushed through the lines to clear.  I repeat, the black was NOT fines from the media (greenish gray) but was from material that had previously been coating the inside of their plumbing and had been loosened by the "chlorination process" of their dug/surface water spring source, followed by the new chemistry of the water after the Zeolite was working.  Similar in nature to a softener, but actually filters out the hard minerals, iron, uranium, etc rather than introducing salt like a softener.  All water treatment of these types changes the water chemistry, on purpose, and any buildup on the inside of the pipes loosens and goes to an endpoint (sink screens, fixture valves. etc) as an endpoint usage.  
  
  I had explained that any zeolite fines posed no health concern (in fact is the material from which a dietary supplement is formed) but a natural and harmless product.  When asked, I could give no concrete amount of days, but recommended that the more aggressive the flush was, the more quickly it should pass).  I have been in the water industry for 25 years, and this is standard practice. I have had VERY FEW complaints in that time, typically over a difference of what the customer wanted to hear versus what I professionally told them.
  
  I offered on that day that if they were unhappy with the results of the unit working as promoted, I would come back and take it out but I felt that a few days was too soon to make a judgment about it working when they were in the literal first days of its operation.  ******** explained that she was 'uncomfortable' with the black specks (again, not the Jen-Loc zeolite) in the water and "considered it to be unpotable" (unsafe to drink).  I replied that if they had disinfected the system prior to my installation, and the mild amount of disinfection (bleach) I put in that day to cover my work, there should be no concern for portability, but to let me know if that changed.
  
  Our company was never provided certified laboratory water quality analysis showing that the water was not potable (to this day).  What we did get was contact from them was after we sent a reminder in July that the bill was still unsatisfied (we have a Net 10, they paid the deposit June 11, we invoiced June 12 and it was due June 22, 2024). From that date, the invoice, according to Quickbooks, has been viewed 35 times
  

  
  

  Customer Answer

  Date: 10/22/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  From ********** response: I offered on that day that if they were unhappy with the results of the unit working as promoted, I would come back and take it out but I felt that a few days was too soon to make a judgment about it working when they were in the literal first days of its operation.

  
  We took ********** advice and flushed the system heavily several times a week, allowing time in between so as to not run our well dry. Since we were not provided with an idea of how long this process might take we continued for several weeks. We received the invoice reminder on July 17th, at which time we still had black sediment in our water (see attached photo) and reached out to ask for the system to be removed and refunded the deposit we had paid. We received a response the following day from (July 18th) with a date for removal of the system and an agreement we would be refunded. We knew we were going to be out of the state on the date provided and immediately responded asking to schedule the removal for another day. On July 31st, the day before the scheduled date, when we still had not received a response or email or been scheduled for another time we reached out again to confirm our email had been received. I was told on August 2nd my email had been received and I should expect a response soon. I followed up via email on August 18th, September 3rd, and September 17th with no response to any of my emails (see attached for the email chain).

  
  After not receiving a response from ********, we reached out to another company who came out to evaluate our situation and confirmed the black sediment in our water was not caused by material inside our pipes. They removed the Jen-Loc system (which is fully intact) and installed a sediment filter and UV light to address the issues with our water. We would like the system removed from our home and a refund that was agreed upon in July.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 10/29/2024

  While I disagree with the complaintant and still have received NO DOCUMENTATION of water quality analysis provided by a State of VT ******************* that what we were hired to do DID NOT remove Total Coliform and E. Coli bacteria, I do not choose to have my reputation and good standing smeared by their choice and lack of accountability.

  I will issue a check for $450.00 (half of the deposit monies received), and since we were not involved with the removal of our system (installed in pristine condition), the complaintant will be required to call ahead to arrange drop off at our office, of the unit/equipment, in pristine/new condition with no damage (including parts used which are listed on the original invoice), upon which I will assess the remaining value to be returned, minus labor charges.

  I do not believe that the BBB woould/should agree to any proposal that does not give some allowance to the contractor, who acted in good faith and has responded with compromise.

  Customer Answer

  Date: 11/02/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
  

  We have never claimed the Jen-Loc system did not remove Total Coliform, but that there was an unintended consequence/reaction that caused manganese precipitate to develop (the black sediment we were seeing in our water). This is why we asked for the system to be removed. Although it may have eliminated the Total Coliform (which we have no way to either support or refute since we did not have our water tested after the system was installed), it created a secondary issue that prevented us from being able to use our water.

  We have in no way attempted to damage Jen-Locs reputation or smear their good standing. We only reached out to the BBB after receiving no response to our concerns via email. Her office agreed to remove the system and provide a refund on July 18th, but would not respond to requests to schedule an appointment to do so after we indicated we were unavailable for the date they suggested.

  The system was removed by another contractor only after we received no response to our multiple requests to have the system removed over the course of nearly 2 months. The contractor removed the system in such a way that it is fully intact (the copper pipe was cut before and after the system). Expecting a system that was removed after having water filtered through it for several months to be returned in pristine/new condition is not possible. It seems likely that this stipulation will prevent us from receiving any additional funds. We are asking that the full amount be refunded (minus the $180 for labor), a total of $720. This is also inconsistent with the language on the website which indicates "The product will need to be returned in good condition and does not include installation and shipping charges."
  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********