Complaints

• Initial Complaint

  02/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a whole home water softener system with an under sink Reverse Osmosis system in 06/2022 from Water Quest in Orem,UT. I was connected with them via Lowe's. I financed this purchase with Lowe's. The Softener and RO system was installed within a day. I was happy that it was installed so quickly. I was told that I would be able to change the carbon filters within the RO system on the 6 month rotation myself. In January 2023, the water output is decreased significantly in the RO system, I reach out to see if they can come do the filter change for me. The 3rd party service company is booked for 3 weeks and quoted me $220 for a tech to just come out. My fiance and I open the RO system up to see what kind of filters we need to buy to replace the old ones. We come to find out the containers that hold the filters are completely sealed and there is no way to take out the old ones. We are frustrated and take to google to solve our problem. We searched the model number from the owner's manual given to us, this model didn't come up in the search results. We continued to search until we start searching the SKU numbers found on the barcodes on the filter containers. We're brought to a site of a different company, Microlinerofilters.com. We look at the site, looking for where to buy the carbon filters for our unit but can't find what we need. As we're searching, we come across the manual for the RO system we have. We look through it and realize not all the pages are the same as the one we have. There's a page that shows the carbon filters and how all the pieces come apart for replacement. Our owner's manual does not show that the carbon filters can come apart, it shows them as one piece. I realize now we've been sold a product that we can't manage or take care of ourselves and will be overcharged every time we need a filter changed.

  Business response

  05/04/2023

  We are truly sorry for the negative experience you had with our services. After reviewing our records, we understand that there may have been some miscommunication regarding the maintenance of your R/O system. We apologize for the inconvenience this caused.

  
  

  Our team notes indicate that an appointment was scheduled for you on February 21st and our representative, Paul, arrived on that date, but unfortunately, no one was available to receive him. We understand that during this visit, you had expressed interest in resolving the issue with your R/O system and in discussing different maintenance options. We offer a full inspection, sanitization, and filter change for $220, which is a competitive rate. However, we understand that this may not be the best option for everyone. Therefore, we also offer the option of purchasing filters directly from us for $85 and can provide a brief tutorial on how to replace them. We can also provide information about the specific filters if a customer wishes to purchase them elsewhere. While we had intended to discuss these options during our visit, we regret not communicating them effectively and making you aware of them beforehand.

  
  

  Regarding your request for a refund, we received your text message and remain open to discussing this matter. However, we have been unable to reach you via phone call since then. It's important for us to fully understand the situation and to have the opportunity to improve our processes where applicable. Therefore, we kindly request that you reach out to us so we can discuss this matter further and work together to resolve any outstanding issues.

  
  

  At our company, we take great pride in providing exceptional customer service, and we consider every experience as an opportunity to learn and improve. We sincerely apologize for any inconvenience caused and look forward to hearing from you soon.

  Customer response

  05/04/2023

   
  Complaint: 19334163
  
  I am rejecting this response because:

  When I contacted Water Quest for help with my R/O system I was not given a number for their third party service company, nor given any information on what the tech was going to perform when he or she arrived. I was told that even if my system was not functional at all, that it would still be a three week wait time for the tech to come out. I was told the cost of the visit itself was $225 and was not informed of any other costs associated. I was not informed of the option to purchase additional filters form Water Quest by either the main line nor the service line that I talked with. I called their main line twice in order to be connected with their third party service company, because the first time when I left a message with their service company I did not receive a call back. I would assume they could have informed me of the option to purchase filters myself at either of those points. I did not see any other option provided but to open the R/O system myself and see if I could change the filters myself. Once open I saw that the filters could not be changed by myself and that they would require a $225 visit from a technician each and every 6 months. From this reply, it sounds like the additional cost would then be to buy a new filter as well. This cost of maintaining the R/O system was not relayed to me when I purchased the system, I was told I could maintain it myself at little to no cost.

  I would be happy to provide my information for a refund, but Water Quest does not seem to be interested in asking for this. They only "want to know what happened." I repeatedly told the co-owner I wanted a refund, and was repeatedly met with apologies, but only ONE mention of being open to a refund. Then he proceeded to ask me additional questions, which he is clearly capable of getting from his team and staff.

  I still want a refund.

  
  Sincerely,
  
  Caitlin M*******

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