Crystal Clear Water Treatment-Richmond, Inc

***Crystal Clear Water, the local RainSoft water treatment distributor, made no attempt to deceive the customerWe initially called the customer because they were due for annual serviceOn January 2nd, 2015, we performed work on the customer's RainSoft brand equipmentTherefore,
these recent calls were regardng annual service that was dueIf the customer had replaced her RainSoft system over in the last year, we had no way of knowing thisWhen we called or left messages with the customer, we always addressed ourselves as Crystal Clear WaterAdditionally, on April 8th, 2015, the customer stopped by our office and purchased an under-the-sink filter from usTo the best of our knowledge, we had an existing relationship with the customer due to two business transactions in the last year
If we spent little time with the *** system, it is likely due to the new system functioning properlyThe technician would have not needed to do any work on a unit that was less than a year old
As the customer placed a stop payment on the check and we did not deposit the check, I am not sure what recourse is being asked forI am also unaware if the customer replaced her RainSoft under-the-sink filter with a *** unit

[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 ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected]
Regards,
*** ***

[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 ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected]
Regards,
*** ***

After reviewing information provided by the customer, Crystal Clear Water will provide the agreed upon soap suppliesUnfortunately, these supplies were not listed on the original contract, which caused this significant delayCrystal Clear Water apologizes that this matter was not handled in a prompt manner.The soap supplies are handled by a third party, and Crystal Clear Water will reach out to them today to begin processing the orderThe customer should receive the supplies within two weeks

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to
complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I just looked at my contract and you are correct, the wording is not in the contract, however I do have it in writing from the salesman. Here is a an excerpt from his email: "
Additionally, I have
spoken to our representative from *** * *** ***, and for the
cost of the laundry detergent I wanted to gift you guys, she has agreed to do a
year supply of the ENTIRE line of cleansers, bath products, and laundry
products. This will truly help offset the cost of the investment and get
this thing paying for itself in no time. Included in this line would be a
Degreaser/Disinfectant cleaner, All-Purpose Cleaner, Bar soap, Glycerin Facial
Bars, Body Wash, Shampoo, Automatic Dish Detergent, Dish Liquid (for the sink),
Laundry Detergent, and Hand Soap!
(All of these can be custom
scented or done un-scented as Misty had inquired.)" Obviously I was told that I would be given the years supply of soap as part of the contract. I also have separate text messages from this same salesman over the last several months promising me that the cleaning supplies would be on my doorstep within weeks. This has never happened. If you, as the owner of the company, would have responded to my customer survey, my web request via your website, or any of the phone message, that your admin person told me had been relayed to you then maybe we could have discussed this over the phone. I would also suggest speaking to your salesman who has promised this supplies on multiple occasions, Im sure he could clear up any confusion you may have on the subject. I would be glad to forward you the emails or text messages mentioned above.
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to
complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I just looked at my contract and you are correct, the wording is not in the contract, however I do have it in writing from the salesman. Here is a an excerpt from his email: "
Additionally, I have
spoken to our representative from *** * *** ***, and for the
cost of the laundry detergent I wanted to gift you guys, she has agreed to do a
year supply of the ENTIRE line of cleansers, bath products, and laundry
products. This will truly help offset the cost of the investment and get
this thing paying for itself in no time. Included in this line would be a
Degreaser/Disinfectant cleaner, All-Purpose Cleaner, Bar soap, Glycerin Facial
Bars, Body Wash, Shampoo, Automatic Dish Detergent, Dish Liquid (for the sink),
Laundry Detergent, and Hand Soap!
(All of these can be custom
scented or done un-scented as Misty had inquired.)" Obviously I was told that I would be given the years supply of soap as part of the contract. I also have separate text messages from this same salesman over the last several months promising me that the cleaning supplies would be on my doorstep within weeks. This has never happened. If you, as the owner of the company, would have responded to my customer survey, my web request via your website, or any of the phone message, that your admin person told me had been relayed to you then maybe we could have discussed this over the phone. I would also suggest speaking to your salesman who has promised this supplies on multiple occasions, Im sure he could clear up any confusion you may have on the subject. I would be glad to forward you the emails or text messages mentioned above.
Regards,
*** ***

***Crystal Clear Water, the? local RainSoft water treatment distributor,? made no attempt to deceive the customerWe initially called the customer because they were due for annual serviceOn January 2nd, 2015, we performed work on the customer's RainSoft brand equipmentTherefore,
these recent calls were regardng annual service that was dueIf the customer had? replaced her RainSoft system over in the last year, we had no way of knowing thisWhen we called or left messages with the customer, we always addressed ourselves as Crystal Clear WaterAdditionally, on April 8th, 2015, the customer stopped by our office and purchased an under-the-sink filter from usTo the best of our knowledge, we had an existing relationship with the customer due to two business transactions in the last year
If we spent little time with the *** system, it is likely due to the new system functioning properlyThe technician would have not needed to do any work on a unit that was less than a year old
As the customer placed a stop payment on the check and we did not deposit the check, I am not sure what recourse is being asked forI am also unaware if the customer replaced her RainSoft under-the-sink filter with a *** unit

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID 11106656, 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.]
Regards,
*** ***

The customer's soap should be listed on the contract, but it is notWas this a verbal agreement with the sales rep? If so, I will look into this further and resolve the issue for the customer

The customer's soap should be listed on the contract, but it is not. Was this a verbal agreement with the sales rep? If so, I will look into this further and resolve the issue for the customer.

After reviewing information provided by the customer, Crystal Clear Water will provide the agreed upon soap supplies. Unfortunately, these supplies were not listed on the original contract, which caused this significant delay. Crystal Clear Water apologizes that this matter was not handled in a prompt manner.The soap supplies are handled by a third party, and Crystal Clear Water will reach out to them today to begin processing the order. The customer should receive the supplies within two weeks.

[redacted]Crystal Clear Water, the local RainSoft water treatment distributor, made no attempt to deceive the customer. We initially called the customer because they were due for annual service. On January 2nd, 2015, we performed work on the customer's RainSoft brand equipment....

Therefore, these recent calls were regardng annual service that was due. If the customer had replaced her RainSoft system over in the last year, we had no way of knowing this. When we called or left messages with the customer, we always addressed ourselves as Crystal Clear Water. Additionally, on April 8th, 2015, the customer stopped by our office and purchased an under-the-sink filter from us. To the best of our knowledge, we had an existing relationship with the customer due to two business transactions in the last year.
If we spent little time with the [redacted] system, it is likely due to the new system functioning properly. The technician would have not needed to do any work on a unit that was less than a year old.
As the customer placed a stop payment on the check and we did not deposit the check, I am not sure what recourse is being asked for. I am also unaware if the customer replaced her RainSoft under-the-sink filter with a [redacted] unit.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID 11106656, 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.]
Regards,
[redacted]

Review: We have used this company in the past (last time was 2 years ago, 2011) to service our water system, we have a well for our home which is very common in our area. They came out to do the annual service and told us that our water system is defective and not equipped to filter out iron in our system and that we need to get a new unit immediately and it costs close to $3000. We became a little suspicious because our current unit was actually put in by this same company (replaced our old unit) 2 years ago and if the unit itself was not sufficient to filter out iron why weren't we told 2 years ago when a unit was put in? So we decided to get a second opinion. Before we were able to even do that, we got a call from the owner or main manager from the company (forget his name though), he left us a voice mail saying he understands we are looking for a second opinion but we should not wait too long as it may affect the quality of our issue, etc. Overall they made this issue to be urgent and dangerous if we do not replace the unit as we have young kids living in the house and drinking this water daily.

We got a second opinion, and the 2nd company told us our water was perfect fine, the iron level in the water was completely normal and our current unit is working as it is supposed to. The only thing we need is do the annual service which would only costs about $250, we certainly do not need anything replaced as there is no issue at all with our current system. The 2nd company told us that he's received many such phones from other customers also needing a 2nd opinion because Crystal Clear Water Treatment told them the same thing about their well, that it is not filtering out iron properly and they needed a new unit ASAP. And when he went out to analyze the water for these homes, he found there is no issue with iron content or anything else. He told me Crystal Clear water used to be a very good honest company, but over a year ago it changed ownership and since then he's gotten many phone calls from customers needing a second opinion on the same "issue" they are telling us, and in reality these people have no issue with their current water system at all.

I don't know whether this company did change ownership in the last year or so, but their current practice just appears to be very unethical to me. It sounds like they are going around and telling everyone who requests their service that they need to have a new unit replaced when there is really no need to do so. Please look into this company.Desired Settlement: No settlement needed since they were not able to con us into buying their unit. We just want to bring this to Revdex.com's attention so that other innocent customers will not face the same issue as we did, and for everyone to be aware of their unethical practices.

Business

Response:

The customer is correct in saying that new equipment was recommended by Crystal Clear Water. However, we did not recommend replacement of the current unit but adding an additional piece of equipment. The customer has a water softener and an filter tank. The filter tank is filled with calcite, which raises the customer's acidic water content to neutral levels and helps with iron. Calcite is not an ideal media for iron removal and is not guaranteed to remove iron. Greensand and birm are the recommended media to treat iron problems. In the customer's case, iron was bleeding through the unit and we recommeded a separate iron filter to handle the iron so the existing filter would only have to function as an acid neutralizer. Currently, this filter is being asked to handle both acidic water and iron, which is asking it to do too much. This was made worse by the fact that the customer last had us out for service in 2011 and calcite filters need annual service to function properly.

The current filter is functioning properly, only needing some work. That is why we did not recommed replacing that unit. However, that unit's calcite media bed is not designed as a primary method of treating iron and is not rated to do so. Thus, Crystal Clear Water recommeded a dedicated iron filter be added to the current water treatment system.

Review: Crystal Clear Water Treatment kept calling us to schedule a Full Annual Service. They had called earlier December, 2015 to schedule service. They kept calling & I finally scheduled an appointment with them, thinking that they were [redacted]. 1/26/2016 when the service guy named Christopher came out. He did not do much of anything, but look at the system. He stated that he tested the water, Ion system through cycles,stated that the softer has a good drain & the PH balance was lower recommending TC150 1 Neutralizer to correct the PH. He was at my home less than 10 minutes & did not run the system through the cycles. I got outside as fast as I could to watch him. He asked how long did we have the system, because it looked brand new. He came inside & really did not test the water inside. I asked him who should I write the check to, he said to Crystal Clean Water I was about to write the check to [redacted], because I looked at my paperwork & he saw me looking at it also. When he was leaving I said to him, "y'all service [redacted] equipment also." He said they brought out [redacted] & service Rainsoft products also, because the customer could never get them on the telephone. I called the salesperson from [redacted] told them what happen & that the service guy said that Crystal Clear Water bought out [redacted]. Which I found out this was not true. I called the Crystal Clear & spoke to the Office Manager, Lindsay. I told her what happen, she tried to say he told me that they bought out some other company. I told Lindsay what the service guy said. She had no ideal what he told me, because she was not here. I called my bank to stop payment on the check, because the service guy knew the equipment was not Crystal Clear Water and mislead me. Crystal Clear Water was being sneaky & knew that we did not still have a Rainsoft System. I told Lindsay that the Service guy knew it was not Crystal Clear equipment & should not have touched it. I told Lindsay that I was making a complaint Revdex.com.Desired Settlement: For Crystal Clear Water to never contact us again and to be honest with people and stop saying that they bought out [redacted].

Business

Response:

[redacted]Crystal Clear Water, the local RainSoft water treatment distributor, made no attempt to deceive the customer. We initially called the customer because they were due for annual service. On January 2nd, 2015, we performed work on the customer's RainSoft brand equipment. Therefore, these recent calls were regardng annual service that was due. If the customer had replaced her RainSoft system over in the last year, we had no way of knowing this. When we called or left messages with the customer, we always addressed ourselves as Crystal Clear Water. Additionally, on April 8th, 2015, the customer stopped by our office and purchased an under-the-sink filter from us. To the best of our knowledge, we had an existing relationship with the customer due to two business transactions in the last year.

If we spent little time with the [redacted] system, it is likely due to the new system functioning properly. The technician would have not needed to do any work on a unit that was less than a year old.

As the customer placed a stop payment on the check and we did not deposit the check, I am not sure what recourse is being asked for. I am also unaware if the customer replaced her RainSoft under-the-sink filter with a [redacted] unit.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID 11106656, 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.]

Regards,