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Complaint Details
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Initial Complaint
12/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Our water is supplied from a well on our property, a water test was conducted. Products based on the test results, were highly recommended by EcoWater. Since the install we have had issues keeping our water clear.-Water contains extremely high amounts of iron, staining everything orange. We cannot use the water in our home because of the damage to clothing, appliances and risk of damage to the internal plumbing. -Service appointments are being set, and then canceled the day of appointment because a product that is needed to maintain the units is not in stock (This happened twice, and seems to be an internal issue; also mainly the reason I want a refund, unit is not serviceable without this product that seems impossible to acquire.). -At this point it has been over 4 months with no reply to when this issue will be resolved. -There has been no effort to show concern over the issue, we are just another customer.-
Business response
12/26/2024
We have been waiting for specialty product that is used in the customers whole home filtration system. We have talked to our vendor who said that we should see the product in the 2nd or 3rd week in January. We are trying to find another vendor that may be able to get us the product sooner. We called the customer early today 12/26/24 and left a voicemail to communicate the status. The last time we spoke to the customer with an update was the last week of November 2024. The whole house units were completely redone in August of this year. We would like to resolve this issue for the customer as soon as possible.Customer response
12/26/2024
My appliances to include dishwasher and washing machine have failed. "Due to water conditions" per the repair technician. Bathrooms, laundry/linens have also been damaged/stained with iron. We cannot use our home and have had to make living arrangements elsewhere. Having customers wait for months on end for a "specialty product" is not acceptable and was not disclosed when product was being sold. Addiionaly a gentleman at EcoWater mentioned having to do daily maintenance, this is also unacceptable and is not disclosed before or after products were sold. Requesting for full refund and return of the product. So that a system can be installed to restore the use of our home immediately.Business response
12/27/2024
****,
Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration youve experienced. At EcoWater, we deeply value our customers and strive to provide solutions that enhance the quality of your water and your experience with us. Clearly, weve fallen short of your expectations, and for that, were truly sorry.
We understand how critical it is to have a reliable water treatment system, especially when dealing with challenges like high iron levels. The issues youve encountered with water clarity, product availability, and service appointments are unacceptable, and we regret the impact this has had on your daily life and home.
Heres how we plan to address your concerns immediately:
Service Follow-Up: We are prioritizing your case to ensure a resolution. I will contact you today to schedule to let you know the next steps, and/or schedule the next service.
Product Availability: We are investigating the availability issue you described and working to expedite the delivery of the necessary maintenance products. This will be resolved before your next service visit.
Comprehensive Assessment: We will reassess your water treatment system to ensure it is correctly configured for the high iron levels in your water supply and make any necessary adjustments or recommendations.
Clear Communication: We will keep you informed of all updates regarding this matter. Transparency is essential to rebuilding your trust.Thank you again and Please don't hesitate to call me
**** ****
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Request ConsultationCustomer Complaints Summary
3 total complaints in the last 3 years.
3 complaints closed in the last 12 months.
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