Complaints

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We Purchased this water softener treatment system 3 yrs ago. We decided on A&B Marketing because of their ******** *******, we thought they were a respected, trusted and reliable brand. It has turned out to be anything but. The salesman assured us this was the best water softner to have, low maint, excellent cust serv and we'd never have to worry about having healthy water. From the beginning, we started having problems, a hose came apart knocking over 1 of the tanks and spilling water in the garage; always smelly water, a couple of leaks, and the water stoppage in the sink (twice). All through all of the mishaps, the one constant we always complained about was the smell. Of course when they out, they claimed they didnt smell anything, probably because it took a week to 10 days for someone to come out. Each time, we had to pay their service fee. Their last maint was December 2022, two months later there was a water stoppage in the kitchen sink. They came out, said they replaced a filter. Why was that not done with the December Maint? Three months later on May 16th, the water stoppage happened again. We didnt call at that time because we left the next day for vacation. We returned on June 3, and called for repair on June 5th, took about a week for someone to come out, replaced the filter again. The lastest issue started on 9/4, water leaking from one of the mechanisms. I called right away, was given an appt. for 9/14. I questioned, "we have to leak water for two weeks??" The rep advised, turn off the water. I replied then we're not going to have filtered water. He didnt reply. Instead of having the water leak, we did turn it off, only to have smelly, salted, awful tasting water so we turned it back on. We'd rather have the leak than unhealty water, so now use bottled water to cook and brush our teeth. We need someone with a sense of urgency to come and make this repair. I really think they schedule us out so far because we've called many times.

  Business response

  10/05/2023

  I have thoroughly reviewed the ******* complaint and each service call we performed at the customer’s home. There have been two major complaints, smell in the water, and no water coming from the customer’s Ultrafiner II, reverse osmosis drinking water equipment.

   

  The smell in the water complaints derive from the lack of chlorine solution. This is a maintenance item that is the customer’s responsibility. As indicated on the attached service orders, when we arrived at the customer’s home, we immediately test for chlorine residual. If no chlorine is present in the water, there will always be a smell. The chlorine oxidizes the sulfur in the water and eliminates the smell. Once the customer runs out of the chlorine solution, a smell will appear and often contaminate the resin and carbon that is installed after the injection of the chlorine solution. Five of the service calls indicated, upon arrival, there was no chlorine present in their water. Once this occurs, it is imperative for the system to be properly cleaned or the smelly water will continue. Adding chlorine after running out will not solely resolve the smell.

   

  We reviewed the maintenance requirements with the customer at the time of installation and again during our Quality Assurance visit. Attached find a copy of these instructions signed by Mr. ******* on March 3, 2020.

   

  The reverse osmosis drinking water system not producing water required a filter change. Once the filter was changed the system began producing water. The RO has a holding tank that holds approximately one gallon of water. Once that gallon is used it takes a few hours for the water to replenish itself. On March 21, 2023, the ******* called into our office stating the RO was not producing water. We went to the customer’s home on March 30, 2023, changed the filters and charged the bladder tank with air to create pressure in the tank. When we left, the unit was working perfectly. On July 7, 2023, over 90 days later, we received a call stating the RO was not producing water. We sent our service technician out to the customer’s home on July 13, 2023. When he arrived, the system was producing water. While he was there, he changed the auto shutoff valve because it appeared old, and he didn’t want the part to break and flood the customer’s home. There was no failure evident with the RO.

   

  We have thousands of well water treatment systems throughout the ********* ******* and ********* ******* area. When properly maintained by the customer these systems work perfectly and provide our customers with clean, fresh healthy water.

   

  As always, we stand ready and able to service our customers and assist them in any way to provide them with quality ******** *****.

   

  Sincerely,

   

   

   

  ** ** ******

  General Manager

   

  see attached

  Customer response

  10/07/2023

  [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 Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:  

  Thank you for replying to my complaint, albeit 4 weeks later.  I must say that your response was quite predictable and expected.  Your company is not one that values customer feedback, it is always the customer's fault when something does not go your way.  First I'd like to address the issue of no chlorine tested in water when the technician came out.  My complaint was that the water smelled.  Each time the technician came out, he indicated that he DIDNT smell an odor.  If there was no chlorine in the water, why didnt the technician smell the odor?  As you yourself indicated, if there is no chlorine, there would be a smell.  (?? someone not getting their story straight?)  Obviously we are not smart enough to add bleach to the tank.

  You did not address the issue of why it would take more than 2 weeks to schedule maintenance in the case of an emergency.  I consider water leaking into my garage an emergency.  Your answer was to turn the system off.  I guess we were to hold our noses so we wouldnt smell that awful odor until you got around to fixing the system.  Not to worry, I will no longer call your company when I need maintenance on this system.  You may have gotten our money initially but I will not continue to pay you for you awful service.  As it turns out, you didnt need to address that issue as someone came out two days after I called and fixed the leak.  

  Rest assured that when I'm asked what system we have, I am happy to advise them what company NOT to contact.  No further response from you is needed, expected or wanted.  

  ***** * *******

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