Alliance Water Treatment Company

From: *** *** *
Sent: Thursday, July 31, 5:PM
To: ***
Cc: *** *** *
Subject: Reply to Alliance Water Complaint ID ***
*** ***
Regarding Complaint ID ***, unfortunately I was not able to reply within the prescribed day window, but I understand that I can provide my reply directly to you
There are a number of points to highlight regarding the response from *** *** of Alliance Water
1. Alliance installed the unit in August (noted in the attached service history) and serviced the unit subsequently, the fact that I needed to replace parts within 1.5yrs indicates that there was always an issue with his equipment
2. We were unhappy with their service in and began using someone else
3. The unit was regularly serviced and we had no issues with the unit between and 2014, the unit did not leak, there is no mention of a “bucket” on the 4/service form (attached) and he should provided a dated photo to prove his statements. He has no way to validate his statements
4. We called Alliance in thinking it would be better to have them service the unit given their history with it. We were willing to give them another chance
What matters for this complaint is how the company addresses the events in If they had any concerns or issues with the unit before providing service on 4/then they should not have provided the service and not taken a fee for the service. You will see from the attached service form that on 4/that NO issues were raised with the unit’s performance and they billed me $for the service, which we paid
You can then see from the attached 4/service form that they responded to our call because the unit was leaking. The form specifically notes that there is a leak from the “blower area” (3rd line item). The written notes indicate a need for a new blower and that there was a “water (by) pass”, which was signed by my wife and so we believed that the water had been by passed based on this form and the conversation my wife had with the maintenance person. She specifically told him that we would be away for the Easter holiday period. In the meantime, we were told that the needed parts would be ordered and could be installed when available. It’s important to note that the nature of the leak was not constant, but intermittent and based on when the unit turned on and I guess when the blower was operating for some period of time. Basically, the entire unit should have been turned off while we waited for the replacement parts
His comments regarding my insurance company do not prove that he handled this situation appropriately. I made a claim under my homeowner’s policy because my costs to call another water company to fix the issue and to have another company to come and clean up/dry up the basement exceeded $2000. The insurance company needed to speak to Alliance to validate the claim, but the costs for them to pursue Alliance for reimbursement would exceed the claim and so they paid the claim and moved on. That has nothing to do with whether Alliance acted properly or not
Generally, this company has people working for them who do not know what they are doing. Additionally, you can tell from *** comments, he has no idea what is going on simply by reviewing his own service forms which specifically detail the condition of the equipment. No one would recommend this company to install or service water equipment based on the experiences I have outlined and the behavior of Alliance. Alliance has completely disavowed any blame, not even offering to reimburse the $service charges given my costs exceed $over a week period in connection with this
I would like to make sure that other consumers are aware that this is a company which cannot be relied upon to provide reliable equipment, provide appropriate service and if something is wrong, do the right thing by the customer.
Thank you
***

Website Complaint Response:
Back in 2007, we told the customer that their unit was leaking and needed replacement parts. (we have picture from 2007 showing the unit leaking). They never scheduled the repair. Annually we have contacted them to service their unit and they never responded...

until recently. We did a cleaning service on the unit as requested by and again told them that the unit needed parts to be repaired. . [redacted] told our installer not to bypass the system because she was going to have someone else fix the leak. [redacted] was not present at the time of the service, only his wife was present. When [redacted] called after their flood, we explained to him that it was caused by the stuck solenoid valves, which we recommended to be changed back in 2007 and again in 2014. We assured him that the leak had nothing to do with the recent cleaning and have pictures which show the cause In our opinion, the customer was negligent in having their unit serviced annually as recommended and failed to order the replacement parts that were needed to prevent their flood. For seven years, they had a bucket by their unit where the leak was. We have pictures of the bucket being there 7 years ago and recent pictures of the same bucket being there when the unit was recently cleaned. We have records of many attempts to contact them for service with no reply. The cleaning on the unit has nothing to do with the flood. It was their neglect in fixing a 7 year old problem. I have discussed this matter with their home owner’s insurance on May 2, 2014 and have not heard from them since. Apparently, they agree with our opinion. Please feel free to contact me if you have any questions. Sincerely, [redacted], Water & Radon Specialist
7/21/2014 10:23:36 AM

Review: We had severe water damage in our basement as a result of a prolonged leak of our water radon mitigation system installed and serviced by Alliance Water. We immediately called Alliance and requested they repair the issue. The repairman was told that we would be traveling that week for the Easter holiday. The repairman indicated a need to order parts and return to our home with the parts for the repair. No time frame was provided. We were told the unit had been bypassed in the meantime to prevent any additional leaking. When we returned to our home from our trip 3 days later we found approximately 2 inches of water throughout the basement and the radon unit overflowing. We immediately called Alliance to have someone sent to address the problem, but received no response. To address the water damage and continued leaking from the system, we called [redacted]r for the clean up and another radon service company to properly bypass the unit (they arrived the same day). We believe the Alliance was negligent in its servicing and maintenance of the system. The damage to the basement and costs incurred for clean up and repair could have been prevented if Alliance had properly bypassed the system knowing (1) the unit had been leaking and (2) further repairs were needed which could not be completed at the time to properly repair the unit. The unit should have been properly bypassed while the parts were on order and further repairs pending. Alliance made no follow effort to reimburse us for costs incurred to clean up the flooding or condict repairs needed.Desired Settlement: I incurred costs of $2199 to have my basement dried out and emergency repairs conducted to by pass the unit. I would like reimbursement.

Business

Response:

Website Complaint Response:

Back in 2007, we told the customer that their unit was leaking and needed replacement parts. (we have picture from 2007 showing the unit leaking). They never scheduled the repair. Annually we have contacted them to service their unit and they never responded until recently. We did a cleaning service on the unit as requested by and again told them that the unit needed parts to be repaired. . [redacted] told our installer not to bypass the system because she was going to have someone else fix the leak. [redacted] was not present at the time of the service, only his wife was present. When [redacted] called after their flood, we explained to him that it was caused by the stuck solenoid valves, which we recommended to be changed back in 2007 and again in 2014. We assured him that the leak had nothing to do with the recent cleaning and have pictures which show the cause In our opinion, the customer was negligent in having their unit serviced annually as recommended and failed to order the replacement parts that were needed to prevent their flood. For seven years, they had a bucket by their unit where the leak was. We have pictures of the bucket being there 7 years ago and recent pictures of the same bucket being there when the unit was recently cleaned. We have records of many attempts to contact them for service with no reply. The cleaning on the unit has nothing to do with the flood. It was their neglect in fixing a 7 year old problem. I have discussed this matter with their home owner’s insurance on May 2, 2014 and have not heard from them since. Apparently, they agree with our opinion. Please feel free to contact me if you have any questions. Sincerely, [redacted], Water & Radon Specialist

7/21/2014 10:23:36 AM

Consumer

Response:

From: [redacted]

Sent: Thursday, July 31, 2014 5:52 PM

To: [redacted]

Cc: [redacted]

Subject: Reply to Alliance Water Complaint ID [redacted]

Regarding Complaint ID [redacted], unfortunately I was not able to reply within the prescribed 7 day window, but I understand that I can provide my reply directly to you.

There are a number of points to highlight regarding the response from [redacted] of Alliance Water.

1. Alliance installed the unit in August 2005 (noted in the attached service history) and serviced the unit subsequently, the fact that I needed to replace parts within 1.5yrs indicates that there was always an issue with his equipment.

2. We were unhappy with their service in 2007 and began using someone else.

3. The unit was regularly serviced and we had no issues with the unit between 2007 and 2014, the unit did not leak, there is no mention of a “bucket” on the 4/3 service form (attached) and he should provided a dated photo to prove his statements. He has no way to validate his statements.

4. We called Alliance in 2014 thinking it would be better to have them service the unit given their history with it. We were willing to give them another chance.

What matters for this complaint is how the company addresses the events in 2014. If they had any concerns or issues with the unit before providing service on 4/3 then they should not have provided the service and not taken a fee for the service. You will see from the attached service form that on 4/3 that NO issues were raised with the unit’s performance and they billed me $216.95 for the service, which we paid.

You can then see from the attached 4/15 service form that they responded to our call because the unit was leaking. The form specifically notes that there is a leak from the “blower area” (3rd line item). The written notes indicate a need for a new blower and that there was a “water (by) pass”, which was signed by my wife and so we believed that the water had been by passed based on this form and the conversation my wife had with the maintenance person. She specifically told him that we would be away for the Easter holiday period. In the meantime, we were told that the needed parts would be ordered and could be installed when available. It’s important to note that the nature of the leak was not constant, but intermittent and based on when the unit turned on and I guess when the blower was operating for some period of time. Basically, the entire unit should have been turned off while we waited for the replacement parts.

His comments regarding my insurance company do not prove that he handled this situation appropriately. I made a claim under my homeowner’s policy because my costs to call another water company to fix the issue and to have another company to come and clean up/dry up the basement exceeded $2000. The insurance company needed to speak to Alliance to validate the claim, but the costs for them to pursue Alliance for reimbursement would exceed the claim and so they paid the claim and moved on. That has nothing to do with whether Alliance acted properly or not.

Generally, this company has people working for them who do not know what they are doing. Additionally, you can tell from [redacted] comments, he has no idea what is going on simply by reviewing his own service forms which specifically detail the condition of the equipment. No one would recommend this company to install or service water equipment based on the experiences I have outlined and the behavior of Alliance. Alliance has completely disavowed any blame, not even offering to reimburse the $216.95 service charges given my costs exceed $2000 over a 2 week period in connection with this.

I would like to make sure that other consumers are aware that this is a company which cannot be relied upon to provide reliable equipment, provide appropriate service and if something is wrong, do the right thing by the customer.

Thank you.