Complaints

• Initial Complaint

  07/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There are 2 issues.I was overcharged for water softener salt 12-31-2022. The employee said she corrected the charge, she did not. I had called 2 times, and mentioned it to the regular salt delivery man for it to be corrected. In April the tech came and put a cleaner in the softener that created so much debris it plugged the water heater and my plumber had to come out to get my hot water running for the entire house. I have called on 3 occasions and sent a letter to the owner with no response or resolution.Overcharge for $26.56 was 12-31-2022. Date tech installed the cleaner was 4-4-2023 the Aqua System tech returned on 4-5-2023 and could not figure out why there was no hot water. He was there for a couple of hours into late evening. I texted my plumber who came out 4-6-2023 to clear the clog. He billed me on 4-20-23 the $150.00 charge to clear the clog, at the same time he charged me for installing a new water softener for me.Aqua Systems owes me $176.56. A check. I no longer will do business with them.

  

  Business response

  07/27/2023

  Dear Valued Customer,
  
  We at Aqua ********************** apologize for any misunderstanding between ourselves and our customers. We will keep this occasion in mind when training current and future staff. 
  
  We had a delivery scheduled to be done on December 29th, 2022. However, we received a phone call stating that you wanted to cancel the delivery and pick up the salt yourself the next day. At that time we had already made out the invoice for the delivery which was to be corrected on our normal close out at the end of each month; which sometimes does not reflect until the middle of the following month. On 12/30/2022 when you came to pick up your order, you were asked if you wanted the same as what you initially ordered and you said yes, and then had changed your mind because of the weight of the bags. At that time when we processed your order it automatically reflected the amount due for any invoices made out; so initially it prompted the amount due for the scheduled delivery.  
  I can see how this would be upsetting especially during holiday months. Once this was brought to our attention we apologized for our mistake and immediately gave a credit for the same amount that was overcharged. Per our policy, we do not process refunds on credit cards; we post the credit on your account and it goes towards any future purchases or deliveries. Again, this is our fault for not expressing that more clearly and informing you better about the credit that was on your account. This should not have happened and we will be sending out a check in the amount that was overcharged.
  
  On April 4, 2023 our service technician was sent out for a call in regards to the customer saying that she had a salty taste to her water. Upon arrival the customers water was tested. The service technician recommended to the customer she sanitize the media tank of the softener. This service normally costs $69.95. However, to provide peace of mind and so she may see the effects;we went ahead and sanitized her system free of charge. The next day we received a call stating that the hot water had low pressure. Upon hearing this, our office immediately contacted our service tech. He finished the job he was on and went straight over to the customers home even though it was after hours.Our service tracking app shows that our service tech arrived at Ms. ******** home at 7:56pm and left at 9:03pm. Once he arrived he checked everything and could not conclude that this was anything to do with the water softener or our service. The outlet screen on our softener was completely clear indicating no sediment came from our system, the water tested soft, and the customer stated the foul taste was gone. With that being said the customer did have a clear loss of pressure in her hot water side. When the softener was bypassed there was no change in pressure. The system cycled properly, the pressure through the system was absolutely normal, and there were no flaws to the efficiency of the softener itself.
  
   Due to the fact that it was already after hours and pretty late, our service tech and the customer came to an agreement that he would be out the very next day to troubleshoot some more,as we normally do not service water heaters.
  
  On the morning of April 6th 2023 our service technician was briefed on the maintenance of these on demand water heaters and found that there is a service advised to be done every 3-6 months where the screen on the inlet of the water heater system needs to be cleared. He learned what the service entailed and was ready to remove and clean the water heater filters at no charge.
  When our technician arrived, he noticed that the customers home had another work van outside it. Which we soon discovered was the customers private plumber. When our technician approached the door, the customer and her plumber coincidentally opened it walking out of the home. Immediately realizing the customer decided to have her private plumber work on her system, our service technician asked in front of the customer, Was it the screen on the inlet of the water heater?, to which the plumber said, Hey, you figured it out.
  
  Our equipment at Aqua Systems is covered by a lifetime warranty and all the service our customers receive in response to our equipment malfunctioning is free. That being said, it was concluded that the issue was not to do with our water softener. However, we still did the research on her product and we returned to repair it for free the very next morning.
  
  We completely understand how stressful it can be when there is any kind of water issue. Water should not be hard and we strive on keeping our customers happy and without any service interruptions. It is always our goal to service our customers promptly and to be there when they need us. We recognize how frustrating this was for you and with all sincerity we apologize for your aggravations.If there is anything else we can do, please do not hesitate to contact us and we will do what we can. Also, we would like to offer you a 1 time free delivery of 100lbs of salt for all of your troubles.
  Sincerely,
  Aqua Systems Management
  

  Customer response

  07/27/2023

   I am rejecting this response because:
  
  Their response is totally an inaccurate depiction of the events. Totally. 
  I have no reason to do business with them. A credit on my account due to their error is not an acceptable resolution.

   

  

  Business response

  08/01/2023

  
  ******************,
  We understand that the credit on your account was an unacceptable solution for you.  We have sent you out a check for the amount that was overcharged and have zeroed out your account. You should receive it within the next few days.
  We again would like to apologize for the inconveniences that this situation has caused you.Customer satisfaction is very important to us and we regret that we did not meet your requirements. We are sad to see you go however we respect your decision to no longer do business with us.  
  Please let us know if you have and additional questions.
  We are here if you change for mind.
  
  Sincerely,
  Aqua Systems Management

  Customer response

  08/02/2023

   I am rejecting this response because: thats great you are sending a check. And your tech never mentioned the conditioner call would cost $69. In fact I had been told previously that the media in the tank is warranted for life. You owe me the difference then of $81.00 ?? The example I use why you owe me is this.

  Say i hire someone to wash windows. They accidentally break one. They pay to fix it, not me. 
  Your company needs to go a long way on communication with customers.
  
  

  
  

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