Complaints

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A deposit for the salt system was given in 2020, which was installed. then were advised the 40 lb bags of salt would be dropped off at the curb after everything was installed. then we spoke to *****/*** and told them that my husband had injuries, i.e., a broken back from when he was in ****, and I am 90 ********* cannot carry a 40 lb bag of salt down to the basement either. So they offered to change the system to the Centurion and take $500 off the $6000.00 price!!! Of course, they still got the better end of the deal since we later found out 2 things: (1) now they overcharged us by $1000 - so giving us a $500 credit was still overcharging us; (2) as a courtesy they are to bring the salt bags in and down to the basement. They neglected to advise us of that. I have been calling since 2018, leaving messages, then covid... I called again, left messages, was told I'd get a return call. No one ever called. I wanted what I paid for and after being lied to and cheated, I did not expect to be charged. I have been quite patient. I went to the ******* dealer, in order to get new filters for the under sink system, which the filter had been defective. I was charged $200.00, I should have been given a credit by *********, but I let that one go. ******** told me it is under a new owner. As a customer who spent $5500.00, plus filters $500.00, how is a new owner not responsible for his customer's satisfaction? He owns the business. He certainly is enjoying his profits. I left messages on Feb. 16, Mar. 21, Apr. 20, May 26, after going into detail when I spoke to ******************************, ****, *****, suffice it to say I spoke to a different person every time I called and got lip service and no callbacks. . . I was CLEAR I WANTED THE SALT SYSTEM to be installed at no charge. They still overcharged me by $1000.00, since the system has been installed and the one under the sink has never worked since installed, wasting $300 of filters.

  Business response

  06/21/2023

  The previous owner of HD Water NJ installed a ******** water filtration system at The ******** family residence on August 31, 2016.
  The original equipment purchased was an EC4 - water conditioner, QRS chemical remover system, ** 2 (Reverse Osmosis) with an alkaline filter in the amount of $6,000. The EC4 system requires salt to be added periodically (approximately twice a year) for proper operation; this information is stated during sales presentation and is also in the systems Owners Manual.
  The customer did not realize they would not be physically able to add salt to the tank due to medical conditions and the fact that salt typically comes in 40-pound bags. HD Water NJ offers salt delivery to their customers, so the customer does not have to transport it themselves. This service includes adding the salt to the tank if the customer requests it when booking the service; if the customer does not request this and/or is not home at the scheduled appointment time, the salt is left at their doorstep.
  Out of good faith, the present owner agreed to uninstall the EC4 unit on September 9, 2016, even though it was not defective, and cancelation was initiated after the legal right of recission period. He also agreed to install a saltless system called a *********. Though the EC4 and ********* systems are sold for the same price, HD Water NJ reimbursed the McGoverns $500; furthermore, the customer was not charged for the uninstallation (at that time, a $399 value) or restocking of the original water system, which had been used for one week and could not be resold as new.
  As previously stated, the ******** family was not overcharged, and received courtesies for their situation. The EC4 system and the ********* systems cost the same. It should be noted that the ******** provider in ******* referenced by *************************** is not a dealer as she stated in her complaint, but rather is a service provider; only dealers are able to purchase, sell, and install equipment from ******** manufacturing, so that provider is unable to speak to what the products cost either the dealer or its customers. Again, in good faith, the previous owner worked with the ******** family. HD Water NJ had not received any complaints from the ******** family for years after the EC4 was replaced by the *********.
  All water treatment systems require maintenance/services to keep them in working order. Since installation, HD Water NJ had repeatedly contacted the ******** family to schedule such services, and ultimately scheduled service for March 23, 2018. However, the customer cancelled that appointment, and rescheduled it for May 8, 2018, almost two years after installation. All systems were fully inspected and verified to be in working condition, and the three reverse osmosis filters were changed at that time. Customer signed the service sheet, indicating same.
  *************************** contacted HD Water NJ on January 29, 2019; she stated her dishwasher stopped working and claimed her plumber said the tubing and filters for the reverse osmosis system caused the issue. HD Water NJ again gave a courtesy no-charge service visit to inspect the unit, but a determination could not be made since their kitchen was under complete renovations.
  On May 6, 2019, HD Water NJ called the client to reconnect the reverse osmosis system and change its filters, however, the kitchen was still under renovations and the client did not want to schedule this service.
  On June 14, 2019, HD Water NJ reached out again for updates; *************************** stated she would contact us to set up the reinstallation of her reverse osmosis system. She also stated that
  her system was inoperable, but it had nothing to do with the ******** equipment. She did mention at that time that she wanted service to be free due to previous issues with her systems, but never clarified what those issues were. Our representative pointed out that there could not be issues with the reverse osmosis system, as the system was not currently installed.
  *************************** reached out to HD Water NJ on November 21, 2019, and scheduled reinstallation of her reverse osmosis system for December 10, 2019. She paid for this visit. On the day of the service, the service technician could not complete the job as the top for the reverse osmosis tank was missing, and they needed a new tank. The technician noted that the rest of the ******** equipment was inspected and in working condition.
  Our technician returned on January 3, 2020, to complete the job and everything was in working condition prior to the technician leaving the premises.
  All service sheets for the above-discussed services are signed by the customer.
  Since this last service on January 3, 2020, HD Water NJ has repeatedly tried contacting the ******** family both via mail and by phone to set up routine maintenance for their ******** systems but were unsuccessful in reaching them.
  HD Water NJ received a notice from the ******** manufacturer on January 11, 2022, stating that the ******** family needed service. We tried contacting the ******** family multiple times; however, we were again unsuccessful in reaching them.
  On April 21, 2023, ****, HD Water NJ's service coordinator, finally spoke with *************************** and explained the type of services that her systems were due for; however, *************************** was very unreceptive. She claimed that her unit had not worked since initial installation, that she was overcharged, and felt her upcoming services should be complimentary. She requested to speak with management, however, our GM ******** was out of the office on vacation at the time. *************************** made a second call and spoke with our new administrative assistant, *******, who mistakenly did not provide the message to ********. However, *************************** and ******** did speak on May 26, 2023. *************************** again outlined the reasons she felt entitled to complimentary services. ******** attempted to at least schedule an inspection/assessment visit, however, *************************** refused, and requested that we remove the ********* system and reinstall the EC4 water system, nearly 7 years after the initial swap and at no cost. ******** explained why this was not an acceptable solution, and *************************** requested to speak with the owner, who was not in the office due to a family emergency.
  HD Water NJ respectfully asserts that the ******** family's request is unreasonable and unacceptable. HD Water NJ is not required to provide free service, nor required to replace water treatment systems that have been installed for years.
  The ******** family has not maintained routine maintenance on their ******** systems. The equipment at the ******** residence needs a full inspection to determine what is needed to get each system into proper working order. We would then be able to provide *************************** with a quote for what is required. This inspection requires a service call, which *************************** would need to pay for. If *************************** agrees to the quote provided, the service call fee would be applied to the amount of the quote. This is a practice HD Water NJ applies to all customers.

  Customer response

  06/22/2023

  
  Complaint: 20162472
  
  I am rejecting this response because:
  Since it is now under new ownership the details the company have given are not included as to what truely happened from time of installation, as I called MANY times between 2016 until present. Whether or not they maintained the records? It's obvious they did not, since they are implying I did not call or contact them within a timely manner, which is totally not true.
  
  They neglecyed to inform us of some of the information in their response to the BBB.

  Regards,
  
  ***** & ***********************

   

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