Crystal Clear Water Treatment Inc.

To date, Crystal Clear Water has not recieved the the customer's letterIf the customer will resend it, I will look over the letterAs the general manager, I do not recall speaking to the customer's daughter, though she may have spoken to the service manager who tyically handles such issues***il
I see the information from the plumber, there is little more I can comment onI will happily respond once I receive the letter

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***,
and find that this resolution was satisfactory to meThe *** *** arrived at my house as promised and diagnosed and repaired my water system within minutesHe was very knowledgeable, professional and courteous.
Regards,
*** * *** ***

After the customer had the system installed in August 2013, there were three return visits over a month period (with no charges for these visits).There was some sediment coming through, which Crystal Clear Water addressed, and the customer complained of a rotten egg odor from the washer
However, it is unlikely that this odor was related to a water issue that the system was supposed to handleIf there had been a true sulfur issue with the water, it would be omnipresent at all taps (hot and cold) and it wasn'tSecondly, the customer previously had no sulfur issue and her old equipment was not designed for such a problem, nor was her new unitHowever, we did inform the customer that if she had developed a new issue with the water, which required additional equipment, we would do so at our cost, which we felt was a generous offerThe customer refusedI want to again reiterate that Crystal Clear Water never verified this new issue but offered to handle it, provided it was not related to a clogged washer line or other issue not related to the water or the equipment.Crystal Clear Water cannot speak to the claims or accusations of a competitorThe customer's original system was over years old, out of warranty, and ongoing maintenance would be costlier in the long term than installing a new system with a lifetime warrantyFor this reason, the recommendation for replacement was made to the customerCrystal Clear Water is denying the customers request for a refund for three reasons: 1) It has been three years since the installation2)Crystal Clear Water's last visit to the customer's home was in November of If there were issues over the last months, the customer did not have us out for service3) If there were ongoing issues that precipitated additional equipment, which was never verified, Crystal Clear Water offered to install such equipment solely at its cost

The customer's water treatment equipment requires one service call per yearSince the system's installation in 2006, we have performed no more than one call per year with the exception of in which we performed two service callsHowever, the customer was only charged for one of those two
callsCrystal Clear Water has no record of additional callsIf the customer is having issues with his last call, which was performed on September 30th, we can return at no extra cost to himHowever, we have received no request to do so at this time

This was a simple misunderstanding between Crystal Clear Water and the customerOur *** *** went to the customer's home, explained everything in detail, and completed service

My husband accidently called them come to service our water treatment system in Sandston, VA instead of the company we normally use and they did nothing other than say it was toast and that it needed replaced. They gave us a quote on a new system that was ridiculous and then were pushy about the "deadline". They also charged us for doing absolutely nothing. We then called the company we normally use ([redacted]) who guaranteed us that there was nothing wrong with the system. He did the necessary work and was a professional.
When my husband called to question the charge they were rude and demanded the money.

Revdex.com:
I have reviewed the offer made by the business in reference to...

complaint ID [redacted], and find that this resolution was satisfactory to me. The [redacted] arrived at my house as promised and diagnosed and repaired my water system within 30 minutes. He was very knowledgeable, professional and courteous. 
Regards,
[redacted]

Any issues the customer is speaking of were simply an oversight by Crystal Clear Water. The customer's requests are reasonable and Crystal Clear Water's responsibility. The customer will be called in a timely manner and added to the manager's schedule to address all of their concerns.

Crystal Clear Water agreed last week to uninstall the customer's system and provide a partial refund. The work is scheduled for the first week of [redacted].

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

Terrible customer service. We needed a filter for our drinking water which my husband was planning to go to their office to pick up. They said they would have someone in our area and would be happy to drop it off and never indicated there would be a delivery charge. When we received our bill there was a delivery charge and when I called about it the customer service representative was argumentative and not willing to do anything about it (even though we spent thousands of dollars on our system). I asked to speak with the manager and was put thru to his voice mail. I did not receive a call back and left 2 other voice mail messages for him... again with no calls back. I WILL NOT use them again. My neighbor has had a similar experience and is no longer using them either.

Below please find Crystal Clear Water’s response to Complaint [redacted]: The customer had a third party plumber repair a drain that was leaking from where our system tied in to it. While I have no reason to reason to doubt the customer (she has been a good and long-standing customer) or the plumber, the plumber’s invoice simply says, “Repair Drainline from Laundry Room Which Had Been Cut Into For Drain For Filter System (Line Pulled Completely Apart).” It does not state that it was an installation error or happenstance. However, since the customer has been with us for years, Crystal Clear Water is willing to refund her the $150 she spent on the plumber, as a show of good faith. Crystal Clear Water will not pay for an inspection of the crawlspace. Since we have been to the customer’s home every year, it is unlikely that this has been a longstanding problem. Best regards,  Crystal Clear Water

To date, Crystal Clear Water has not recieved the the customer's letter. If the customer will resend it, I will look over the letter. As the general manager, I do not recall speaking to the customer's daughter, though she may have spoken to the service manager who tyically handles such issues....

[redacted]il I see the information from the plumber, there is little more I can comment on. I will happily respond once I receive the letter.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or 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.
[Provide details of why you are not satisfied with this resolution.]The company did agree to remove the system.  An app't is scheduled for [redacted].  I reluctantly accepted their refund offer, just to end this ordeal.  I would have expected more of a refund ([redacted] rather than [redacted]), considering the plumbing workmanship which violated two code requirements.   I withhold my total, final acceptance of the company's offer until I see an acceptable uninstall job.  It will be inspected by Loudoun Cty after the job is complete.
Regards
[redacted]

After the customer had the system installed in August 2013, there were three return visits over a 9 month period (with no charges for these visits).There was some sediment coming through, which Crystal Clear Water addressed, and the customer complained of a rotten egg odor from the washer. However,...

it is unlikely that this odor was related to a water issue that the system was supposed to handle. If there had been a true sulfur issue with the water, it would be omnipresent at all taps (hot and cold) and it wasn't. Secondly, the customer previously had no sulfur issue and her old equipment was not designed for such a problem, nor was her new unit. However, we did inform the customer that if she had developed a new issue with the water, which required additional equipment, we would do so at our cost, which we felt was a generous offer. The customer refused. I want to again reiterate that Crystal Clear Water never verified this new issue but offered to handle it, provided it was not related to a clogged washer line or other issue not related to the water or the equipment.Crystal Clear Water cannot speak to the claims or accusations of a competitor. The customer's original system was over 13 years old, out of warranty, and ongoing maintenance would be costlier in the long term than installing a new system with a lifetime warranty. For this reason, the recommendation for replacement was made to the customer.Crystal Clear Water is denying the customers request for a refund for three reasons: 1) It has been three years since the installation. 2)Crystal Clear Water's last visit to the customer's home was in November of 2014. If there were issues over the last 20 months, the customer did not have us out for service. 3) If there were ongoing issues that precipitated additional equipment, which was never verified, Crystal Clear Water offered to install such equipment solely at its cost.

Below please find Crystal Clear Water’s response to Complaint [redacted]:
 
The customer had a third party plumber repair a drain that was leaking from where our system tied in to it. While I have no reason to reason to doubt the customer (she has been a good and long-standing customer) or the plumber, the plumber’s invoice simply says, “Repair Drainline from Laundry Room Which Had Been Cut Into For Drain For Filter System (Line Pulled Completely Apart).” It does not state that it was an installation error or happenstance. However, since the customer has been with us for years, Crystal Clear Water is willing to refund her the $150 she spent on the plumber, as a show of good faith.
 
Crystal Clear Water will not pay for an inspection of the crawlspace. Since we have been to the customer’s home every year, it is unlikely that this has been a longstanding problem.
 
Best regards,
  Crystal Clear Water

Review: Crystal Clear installed a new water treatment system at our house in August, 2013. Every since it was installed, we have had nothing but trouble with it. The water smelled metallic (they claim that the potassium permanganate in the tank was low - which concerned me that a chemical was being used). Then the washing machine started smelling like rotten eggs (sulfur smell), then the water got so we couldn't even drink it. Even though we called numerous times, and they were nice enough to come out and not charge us. But they wanted to install additional tanks to make the water better. We told them no, because the old water system we had - which Crystal Clear claimed was no good anymore - never had any of these problems and it was just the one tank and an inline filter. That was all. So fast forward to June, 2016. We finally ran across the grandson of the person that initially installed our system. He said that the old system could have been rebuilt and would have been working fine. So we ended up replacing the Crystal Clear (Rainsoft System)with another new system that was very similar in how it worked as the original one we had. Water cleared up - we can now drink the water out of the faucet, take showers with no metallic smell and the washing machine has cleared up. And from what the gentleman that installed the new unit said, is that a lot of folks that had Crystal Clear (which used to be [redacted] and Crystal Clear bought them out) come and replace the old [redacted] systems with the new Crystal Clear system were replacing the Crystal Clear System with equipment they originally had. So my question is, what is going on with the business. When one of the Techs from Crystal Clear came out, the tags on the van were expired two months prior, what kind of signal does that send out. We want out money back on the piece of crap that Crystal Clear installed. It is an inferior product and totally worthless. A lot of people have been misinformed I believe. Really sad.Desired Settlement: We would like our money back. Even though it has been 3 years since it was installed, I believe that is the least Crystal Clear can do for all the aggravation that they have caused us and the added expense of having to install a new system to rectify the crappy Rainsoft product that Crystal Clear sells.

Business

Response:

After the customer had the system installed in August 2013, there were three return visits over a 9 month period (with no charges for these visits).There was some sediment coming through, which Crystal Clear Water addressed, and the customer complained of a rotten egg odor from the washer. However, it is unlikely that this odor was related to a water issue that the system was supposed to handle. If there had been a true sulfur issue with the water, it would be omnipresent at all taps (hot and cold) and it wasn't. Secondly, the customer previously had no sulfur issue and her old equipment was not designed for such a problem, nor was her new unit. However, we did inform the customer that if she had developed a new issue with the water, which required additional equipment, we would do so at our cost, which we felt was a generous offer. The customer refused. I want to again reiterate that Crystal Clear Water never verified this new issue but offered to handle it, provided it was not related to a clogged washer line or other issue not related to the water or the equipment.Crystal Clear Water cannot speak to the claims or accusations of a competitor. The customer's original system was over 13 years old, out of warranty, and ongoing maintenance would be costlier in the long term than installing a new system with a lifetime warranty. For this reason, the recommendation for replacement was made to the customer.Crystal Clear Water is denying the customers request for a refund for three reasons: 1) It has been three years since the installation. 2)Crystal Clear Water's last visit to the customer's home was in November of 2014. If there were issues over the last 20 months, the customer did not have us out for service. 3) If there were ongoing issues that precipitated additional equipment, which was never verified, Crystal Clear Water offered to install such equipment solely at its cost.

To whom it may concern:
We did NOT authorize this company to attach a second to our home, a UCC Financial Statement that makes us have to subordinate a water system. This was NEVER explained to us, otherwise we would have never gone through with this water system. We have called and spoken with the Superior’s and we just obtained the water system, however, they will NOT remove this second, and what can we do? They will NOT remove it from our property. We just received this item 03/12/16, please help. Customer Service Supervisor KATHY, who would NOT give me her last name, was the rudest supervisor that I have ever encountered. DO NOT GET THIS SYSTEM, THEY WILL ATTACH A LIEN TO YOUR HOME.

Review: On Tuesday March 17, 2015 I contacted Crystal Clear Water Treatment, Inc. to schedule an appointment to service my [redacted] water treatment system. I reported that my water was overly saturated with iron. An appointment was scheduled for the next day, March 18, 2015 and the technicians would arrive by 12:00p.m. Two technicians arrived at my home just before 1:00p.m. They checked all three tanks to see if they would manually regenerate. No testing of the water was completed. They informed me that they could not regenerate the "Y" iron tank and that they had to order the "green sand" for the other tank. A different tech could come out the next day, March 19, 2015 before noon to accomplish the needed repairs. I was provided a bill for $215.00 and when I inquired as to what services were covered by this bill I was told by the tech that it was for the service charge ($135.00 that covered both the 18th and 19th) and the recharge of the "Y" tank ($80.00). The tech informed me that he had spoken with the [redacted] and there would be no charge for the other tank and that no money would be due the next day. Within 30 minutes both technicians departed. At 2:00p.m. the next day (March 19th) I received a call from Crystal Clear Water Treatment, Inc. and was told that a technician would not be able to come to my home that day. I explained to the employee that I had already taken off work 2 days to have them service my water system but she said there was nothing she could do. She asked if they could come the next day (March 20th). I responded that I would have to take off work a third day but I didn't see that I had much choice. I asked to speak with someone else to see if there was something that could be done. I was transferred to the [redacted] and in discussing my situation she informed me that the recharge of my "Y" tank had been completed by the technicians the previous day and that the D&R (dump and rebed of the green sand) was not included in my bill ($300.00).Desired Settlement: I want Crystal Clear Water Treatment, Inc. to recharge my "Y" tank because it was not done as I was with the technicians during their entire visit and to dump and rebed my green sand at no additional charge to me. I should not have to take off work for 3 days for service that should have been completed in one morning. I also want an explanation as to why the potassium permanganate tank that was part of my system was removed during the last service visit on November 11, 2014 as this is the most likely root cause of my current problem. It is my understanding that this chemical is used to regenerate the manganese green sand and is an integral component of my water treatment system. I want my water tested for pH, iron hardness and manganese hardness and a copy of the results with an explanation as to whether the values are within acceptable limits.

Business

Response:

This was a simple misunderstanding between Crystal Clear Water and the customer. Our [redacted] went to the customer's home, explained everything in detail, and completed service.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution was satisfactory to me. The [redacted] arrived at my house as promised and diagnosed and repaired my water system within 30 minutes. He was very knowledgeable, professional and courteous.

Regards,