To Whom It May Concern, We stand by our decision that the damages that occurred at our customer's residence were not due to any work that was performed by our technician on 11/25/ As noted in the attachment customer's name 1, our technician replaced the filters and installed the equipment supplied by the customer We provided no parts for the installation of the instant hot water dispenser If we had, the technician would have marked it on the work order and charged the customer for the part; which he did not We are aware that the customer states that www.freshwatersystems.com confirmed to her that the part which caused the leak was not included in the kit for the instant hot water system or the faucet IF the part was not included with the kit and our technician did not sell her the part, the only other explanation would be that the technician used the existing union from the customer's previous faucet (which the customer owned)We also stand by our statement that the customer had a leak detector that was disabled and in the back of the cabinet, unable to detect the leak and alert the customer as soon as the leak occurred The system was installed with a leak detector with batteries; somewhere between the system's install in July and November 2013, someone removed the batteries, disabling the leak detector The leak detector is an owned piece of equipment, which does not need regular service Our technicians do not touch leak detectors unless specifically requested by our customers In a gesture of goodwill toward a long-standing excellent customer, we did not charge for a service call when we returned to her home on 12/11/2013, nor did we charge her for the union that was leaking We hope the information above and paperwork attached helps you better understand our side of this claim Best Regards, [redacted]
Prior to responding to the customer's complaint, we would like to provide some background information on this accountWe installed a cabinet model water softener and reverse osmosis system at her request in the customer's home on 10/1/ At the time of purchase, there was a year warranty on the water softener itself and a year warranty on installation labor and parts The warranty on the customer's water softener expired 10/1/ Until the service call on 5/14/2015, there has been no issue with the actual water softener The following is a list of all services performed at the customer's home from 10/1/to present: 10/1/- Installation of water softener and reverse osmosis system - $(both systems) 2/25/- Customer called and said she had spots on her dishes We sent a technician out who determined the water softener was functioning as it should and that the customer was using too much soap Advised customer to use less soap- no charge 4/24/- Customer called for filter change on reverse osmosis system We sent a technician who replaced the filters - charged labor + parts 12/5/- Customer called with a leak from her water softener We sent a technician who determined the stainless steel braided flex line had loosened on the left side He placed Teflon tape on both sides - non-warranty call, charged labor 1/15/- Customer called with leak again from water softener We sent a technician who determined that the leak was coming from the bypass Believes it was jostled during service call on 12/5/- no charge 12/14/- Customer called with a leak from bypass on water softener Repaired leak - non-warranty call, charged labor 5/14/- Customer called stating that water softener overflowed and to request filter change on reverse osmosis system Technician found that the resin tank inside of the water softener had cracked Advised would need to replace tank Water softener's warranty expired 10/1/2014, advised would need to charge for tank Customer told the technician they did not want to repair the water softener, wanted Allstar to remove equipment and take it away Technician replaced the filters on reverse osmosis system Charged labor and parts for filter change onlyThe customer is stating in her complaint that she has had nothing but problems with the water softener since it was installed; however, there were no actual issues with the water softener itself until the most recent visit 5/14/ The bypass and flex line are auxiliary features and are not an actual part of the water softener The customer is also stating that she has had to pay for service each time we have been out, but of the times we have been called out with problems on the water softener, we have actually only billed her twice because the customer expressed her frustration to us and we were trying to make her happyFollowing the service call 5/14/2015, the customer called and said she wanted the system removed She was advised that the system was out of warranty, but that Allstar would try to come up with a solution to make her happy After reviewing the account, as an act of goodwill, Allstar offered to replace the resin tank in the water softener free of charge and set an appointment for Friday, 5/29/ On Thursday, 5/28/2015, the customer called the office to find out what time the technician would be at her home She was advised that her appointment was scheduled between 12-2pm on 5/29/ This was repeated to the customer a couple of times The technician arrived at the customer's home at 1:00pm on 5/29/ The technician received no answer at the door He attempted to contact the customer via telephone, received no answer there either After waiting minutes, the technician went on with his day On 6/1/2015, the customer called livid because were were not at her appointment on 5/30/ She was advised that the appointment was on 5/29/as had been confirmed when she called 5/28/ [redacted] was not available when the customer called repeatedly throughout the morning When the customer called and found that [redacted] was not available around 2pm on 6/1/2015, she requested to speak with *** [redacted] spoke with the customer and advised her that we were sorry she missed her appointment, but that we had followed through on our end with our promise to replace the resin tank, even though it was out of warranty, but she was not home He offered her the next available appointment in her area Unfortunately, the customer's schedule did not permit her the next available appointment, so she was offered an appointment on the next day that she was available, 7/9/We believe that we have gone above and beyond to try and make this customer whole, including offering to replace an item that is not under warranty free of charge If the customer is adamant that her equipment be removed, we are happy to do so, but we do not believe a refund of any amount is warranted
As we have advised the customer previously, we were saddened to lose a long-standing customer due to issues we believe we tried in earnest to correctIn response to the assertion that [redacted] "conveniently forgot" the customer's annual service, each rental customer's invoice (in this customer's case, times per year), there is a note stating which month service is due and to call the office to schedule an appointment that is convenient for the customer We agreed that it was unacceptable that the technician was not able to make it to the customer's appointment at the scheduled time and offered the customer a free month of service, but subsequently issued a three month credit for the inconvenience This credit was issued on 01/15/ As the customer had a [redacted] credit card on file for auto-pay and had already been billed and charged for services for January-March on 01/05/2016, she had a zero balanceWe erroneously charged the customer’s card on 02/05/2016, which we immediately discovered and credited on the same dayOn 3/26/2016, an invoice was generated for rental charges for April-June The customer's [redacted] credit card was charged $on 5/5/to pay for this invoice and the customer was in a credit status of $as a result of this paymentIn June, the customer called to advise that the [redacted] credit card was charged, but that she no longer wanted to use that card for auto-payShe then provided a [redacted] to use for the auto-payment of her rental chargesAt this time, the customer advised that she had not received the quarterly credit promised She was advised that we would research and if the credit was still due, it would be applied A credit was issued to the [redacted] credit card in the amount of $on 06/24/at 2:23am As we saw the charge to her card reversed on 02/05/2016, we mistakenly believed the credit had already been applied for the three-month credit, we believed no further credits were due to the customer, so the [redacted] provided was charged on 06/29/to pay for the services for April-June 2016, resulting in what we believed to be a zero balance on the accountThe customer further confused things by sending an email on 06/21/at 3:00pm to [redacted] where the wording was vague and misconstrued to advise that the MC should be charged for April-July and a credit applied to the [redacted] cardThe customer filed a complaint with her [redacted] card issuer advising we were not authorized to charge the $on 5/5/Although we had already issued a credit on 6/24/2016, they reversed the charges as wellAfter receiving our response to their dispute, the customer’s [redacted] card issuer saw the customer received a double credit and returned $to us Next, the customer filed a complaint with her [redacted] issuer advising that we were not authorized to charge the [redacted] in the amount of $on 6/29/The customer’s [redacted] issuer issued a credit to the customer After receiving our response as to why we charged the card, [redacted] also returned $ It appears that between all the credits and debits, there has been an extra charge to her [redacted] and we have issued a refund to that card accordinglyWe were unable to communicate this to the customer as due to her abusive and demeaning email correspondence, we have chosen to cease all communication with her
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The business has failed to provide any resolution proposalThe faulty valve was provided by Allstar either at the original installation, during annual maintenance, or during the installation of the dual lever faucetThey fail to take responsibility for the faulty valve that they provided, and in fact, the technician took the defective valve with him when he replaced itThus, disposing of the evidenceThey have caused thousands of dollars in damage to my kitchen and have refused to take any action Regards, [redacted]
Revdex.com: I respectfully reject the offer of Arbitration for complaint ID [redacted] After reviewing the Rules of Arbitration, our damages exceed the $3,limitWe will therefore pursue recovery of our damages through other meansThank you for your time Regards, [redacted]
To Whom It May Concern, We stand by our decision that the damages that occurred at our customer's residence were not due to any work that was performed by our technician on 11/25/ As noted in the attachment customer's name 1, our technician replaced the filters and installed the equipment supplied by the customer We provided no parts for the installation of the instant hot water dispenser If we had, the technician would have marked it on the work order and charged the customer for the part; which he did not We are aware that the customer states that www.freshwatersystems.com confirmed to her that the part which caused the leak was not included in the kit for the instant hot water system or the faucet IF the part was not included with the kit and our technician did not sell her the part, the only other explanation would be that the technician used the existing union from the customer's previous faucet (which the customer owned)We also stand by our statement that the customer had a leak detector that was disabled and in the back of the cabinet, unable to detect the leak and alert the customer as soon as the leak occurred The system was installed with a leak detector with batteries; somewhere between the system's install in July and November 2013, someone removed the batteries, disabling the leak detector The leak detector is an owned piece of equipment, which does not need regular service Our technicians do not touch leak detectors unless specifically requested by our customers In a gesture of goodwill toward a long-standing excellent customer, we did not charge for a service call when we returned to her home on 12/11/2013, nor did we charge her for the union that was leaking We hope the information above and paperwork attached helps you better understand our side of this claim Best Regards, [redacted]
Prior to responding to the customer's complaint, we would like to provide some background information on this accountWe installed a cabinet model water softener and reverse osmosis system at her request in the customer's home on 10/1/ At the time of purchase, there was a year warranty on the water softener itself and a year warranty on installation labor and parts The warranty on the customer's water softener expired 10/1/ Until the service call on 5/14/2015, there has been no issue with the actual water softener The following is a list of all services performed at the customer's home from 10/1/to present: 10/1/- Installation of water softener and reverse osmosis system - $(both systems) 2/25/- Customer called and said she had spots on her dishes We sent a technician out who determined the water softener was functioning as it should and that the customer was using too much soap Advised customer to use less soap- no charge 4/24/- Customer called for filter change on reverse osmosis system We sent a technician who replaced the filters - charged labor + parts 12/5/- Customer called with a leak from her water softener We sent a technician who determined the stainless steel braided flex line had loosened on the left side He placed Teflon tape on both sides - non-warranty call, charged labor 1/15/- Customer called with leak again from water softener We sent a technician who determined that the leak was coming from the bypass Believes it was jostled during service call on 12/5/- no charge 12/14/- Customer called with a leak from bypass on water softener Repaired leak - non-warranty call, charged labor 5/14/- Customer called stating that water softener overflowed and to request filter change on reverse osmosis system Technician found that the resin tank inside of the water softener had cracked Advised would need to replace tank Water softener's warranty expired 10/1/2014, advised would need to charge for tank Customer told the technician they did not want to repair the water softener, wanted Allstar to remove equipment and take it away Technician replaced the filters on reverse osmosis system Charged labor and parts for filter change onlyThe customer is stating in her complaint that she has had nothing but problems with the water softener since it was installed; however, there were no actual issues with the water softener itself until the most recent visit 5/14/ The bypass and flex line are auxiliary features and are not an actual part of the water softener The customer is also stating that she has had to pay for service each time we have been out, but of the times we have been called out with problems on the water softener, we have actually only billed her twice because the customer expressed her frustration to us and we were trying to make her happyFollowing the service call 5/14/2015, the customer called and said she wanted the system removed She was advised that the system was out of warranty, but that Allstar would try to come up with a solution to make her happy After reviewing the account, as an act of goodwill, Allstar offered to replace the resin tank in the water softener free of charge and set an appointment for Friday, 5/29/ On Thursday, 5/28/2015, the customer called the office to find out what time the technician would be at her home She was advised that her appointment was scheduled between 12-2pm on 5/29/ This was repeated to the customer a couple of times The technician arrived at the customer's home at 1:00pm on 5/29/ The technician received no answer at the door He attempted to contact the customer via telephone, received no answer there either After waiting minutes, the technician went on with his day On 6/1/2015, the customer called livid because were were not at her appointment on 5/30/ She was advised that the appointment was on 5/29/as had been confirmed when she called 5/28/ [redacted] was not available when the customer called repeatedly throughout the morning When the customer called and found that [redacted] was not available around 2pm on 6/1/2015, she requested to speak with *** [redacted] spoke with the customer and advised her that we were sorry she missed her appointment, but that we had followed through on our end with our promise to replace the resin tank, even though it was out of warranty, but she was not home He offered her the next available appointment in her area Unfortunately, the customer's schedule did not permit her the next available appointment, so she was offered an appointment on the next day that she was available, 7/9/We believe that we have gone above and beyond to try and make this customer whole, including offering to replace an item that is not under warranty free of charge If the customer is adamant that her equipment be removed, we are happy to do so, but we do not believe a refund of any amount is warranted
As we have advised the customer previously, we were saddened to lose a long-standing customer due to issues we believe we tried in earnest to correctIn response to the assertion that [redacted] "conveniently forgot" the customer's annual service, each rental customer's invoice (in this customer's case, times per year), there is a note stating which month service is due and to call the office to schedule an appointment that is convenient for the customer We agreed that it was unacceptable that the technician was not able to make it to the customer's appointment at the scheduled time and offered the customer a free month of service, but subsequently issued a three month credit for the inconvenience This credit was issued on 01/15/ As the customer had a [redacted] credit card on file for auto-pay and had already been billed and charged for services for January-March on 01/05/2016, she had a zero balanceWe erroneously charged the customer’s card on 02/05/2016, which we immediately discovered and credited on the same dayOn 3/26/2016, an invoice was generated for rental charges for April-June The customer's [redacted] credit card was charged $on 5/5/to pay for this invoice and the customer was in a credit status of $as a result of this paymentIn June, the customer called to advise that the [redacted] credit card was charged, but that she no longer wanted to use that card for auto-payShe then provided a [redacted] to use for the auto-payment of her rental chargesAt this time, the customer advised that she had not received the quarterly credit promised She was advised that we would research and if the credit was still due, it would be applied A credit was issued to the [redacted] credit card in the amount of $on 06/24/at 2:23am As we saw the charge to her card reversed on 02/05/2016, we mistakenly believed the credit had already been applied for the three-month credit, we believed no further credits were due to the customer, so the [redacted] provided was charged on 06/29/to pay for the services for April-June 2016, resulting in what we believed to be a zero balance on the accountThe customer further confused things by sending an email on 06/21/at 3:00pm to [redacted] where the wording was vague and misconstrued to advise that the MC should be charged for April-July and a credit applied to the [redacted] cardThe customer filed a complaint with her [redacted] card issuer advising we were not authorized to charge the $on 5/5/Although we had already issued a credit on 6/24/2016, they reversed the charges as wellAfter receiving our response to their dispute, the customer’s [redacted] card issuer saw the customer received a double credit and returned $to us Next, the customer filed a complaint with her [redacted] issuer advising that we were not authorized to charge the [redacted] in the amount of $on 6/29/The customer’s [redacted] issuer issued a credit to the customer After receiving our response as to why we charged the card, [redacted] also returned $ It appears that between all the credits and debits, there has been an extra charge to her [redacted] and we have issued a refund to that card accordinglyWe were unable to communicate this to the customer as due to her abusive and demeaning email correspondence, we have chosen to cease all communication with her
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The business has failed to provide any resolution proposalThe faulty valve was provided by Allstar either at the original installation, during annual maintenance, or during the installation of the dual lever faucetThey fail to take responsibility for the faulty valve that they provided, and in fact, the technician took the defective valve with him when he replaced itThus, disposing of the evidenceThey have caused thousands of dollars in damage to my kitchen and have refused to take any action Regards, [redacted]
Revdex.com: I respectfully reject the offer of Arbitration for complaint ID [redacted] After reviewing the Rules of Arbitration, our damages exceed the $3,limitWe will therefore pursue recovery of our damages through other meansThank you for your time Regards, [redacted]