Gordon Water Systems Reviews (%countItem)
Gordon Water Systems Rating
Address: 618 E Crosstown Pkwy, Kalamazoo, Michigan, United States, 49001-2502
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Outstanding service by Alan. We had a problem with our water cooler, and when we told him about it, he gave us the direct number to call and personally handled our issue the same day. Way better than we could have expected.
- Thank you for taking the time to share your kind words concerning Alan's responsiveness to fix your bottled water cooler. He is a valuable part of our team.
Alan has been servicing our account for years. Always helpful and friendly. Right now he is training our new driver Chye and everything is going great. Thanks for the great service.
Tony K telephoned before he arrived and he arrived on time. He did a good job explaining how our system works and why certain repairs were needed. I felt comfortable having Tony in my home.
- Thank you for the kind words for Tony. He is a solid guy and knowledgeable as well. He is a long term Team member and we are glad to have him.
Mo always responds quickly to our needs. We love his energetic and positive attitude!
- Thank you for the kind words for Mo. His energy and his smile are infectious. I had the opportunity to spend time with him helping hand out our 5 gallon bottles of water to families of Parchment and we had a wonderful time due in large part to his energy and attitude!
Contacted many times for service and/or updates with no return calls or help.
We have been in our house for a year and still have the same problems we did when we moved in. We had Gordons out to help us *** the sales rep. He said we needed one thing and it would fix all of our problems. At this time he tested the water and was supposed to get back with us. NO ONE GOT BACK WITH US EVER. We have called up to 20x for help and to have service back out. After 2-3mon someone finally calls back and then we wait another 2-3wks before someone comes. At this time they continue to take another water sample. Again, NEVER GETTING BACK WITH US. We have now gone a year after having a system placed and it is not working. Had someone checked out water a year ago and actually checked the results we would of had a completely different system from the beginning. The last service rep that was out was amazing and was able to try to tell us what was going on but now we are 2wks out and still haven't heard the official sample results again and haven't heard from this *** the sales rep who is supposed to be getting back with us. This is ridiculous. Our water is yellow, it smells and has black and grey in it. No one will help us and we have already paid for our system to be put in.
At one point we went almost 4mon without being contacted back. I had to have my family member, who is on the commercial working side as ***, contact them and pretty much yell at them for not getting back with us. A week later we finally heard something. Please tell me why we are unable to get service and get our water fixed after a year and why no one can call us back or come out and do their job?
We want the results of our water testing and to have our system updated to the one we should of had a year ago. That we would have gotten if anyone from Gordons had checked our water sample results.
Contact Name and Title: ***,
Contact Phone: ***
Contact Email: ***@***.***
Our customer has had some real challenges with his home relating to water issues. I understand his frustration. Much of it is due to the home plumbing and current equipment. I hope our perspective sheds some additional light on the issues.
Last Fall our Water Specialist met with our customer to review the plumbing and test the water. The water test the customer mentioned was for Manganese and our WS due to the chemicals needed to complete that test opted to complete the test outside of the home. Maybe the customer does not recall that he spoke with our WS about the results which were positive and that those results lead our WS to confirm the equipment recommended, the Iron Filter with Ozone as its oxidizing agent. We installed the Iron Filter system in November of 2017. We have been to the home 5 times in the last year to help address his issues. Black flecks and some odor in some of the faucets. Another complaint we addressed was warm water in a cold faucet at the far end of the home. The home has very difficult plumbing and likely was not professionally completed as was evident in that our customer complained that after our installation of an iron filter that his cold faucets had warm water coming out of them. As it turned out during a visit by our Regional Manager and me we discovered that at the far end of the house the plumbing that was not touched by us had been cross connected hot to cold water. At a different time our Service Technician discovered some faucets connected to the piping that was not going thru the softener and iron filter. We recommended a master plumber come in to redo the plumbing. Again, this was existing plumbing never touched by Gordon Water Systems.
The complaint has some validity at least in regards to timing from calling to schedule a service call to the actual visit. We did have a significant backlog of work earlier this year that did push our service response time our several weeks. In regards to calling 20 times for a response I can not speak to it other than we have no other clients in this time frame with the same issue. It is not our culture to make a client wait for a return call. Occasionally one may get missed but not a large number of calls from one customer. I do apologize if we mishandled returning a call(s) to schedule a service visit. We do show service visits on 12/27/17, 1/17/18, 2/8/18, 6/4/18 and 8/8/18. I have the work order for the February 8 visit that shows the call came in on Monday, Feb 5, we visited the customer on Thursday Feb 8 and on that work order discovered that there are faucets not connected to the soft water/iron filter lines. We recommended at that time that a master plumber address all the piping issues in the home. Faucets not connected to the iron filter will likely have odor as those faucets are coming straight from the well.
The black flecks, shown in a picture, are likely from the existing combination softener & carbon filter system. This system was existing and is not from Gordon Water Systems. The black flecks are likely pieces of carbon from the existing system.
The air in the line that our customer experienced comes with the Iron filtration system. One can get an effervescent effect of small bubbles with a system that brings in air or ozone. Those small bubbles can accumulate at various faucets or just one or two faucets depending on the plumbing.
The system we recommended is a very good system and the right one for both the water chemistry and the issues to be addressed. We do recommend the full replumbing of the piping in the basement so as to connect all inside lines to soft/iron filtered water, eliminate any other cross connections that may exist and make tracking lines much easier in the future for the homeowner. We also recommend replacing the existing softener/filter system so as to remove the source fo the black flecks and have soft, clean water at a ll times.
We are certainly willing to work with our customer. We desire to help all of our customers to have clean, safe water.
(The consumer indicated he/she DID NOT accept the response from the business.)
The response given was the report from Months ago when they "thought" the issue was from the plumbing and softener. We had *** service rep, out on Aug 8 and he said he is unsure where the specks are coming from because we have had the water softener off since Feb and still have black specks. We were told the water softener at this time is not causing the issue as it hasn't been on. He also went through all of the plumbing and said that it is all correct and hooked up like it should be.
In regards to the hot water being in the cold that was also from an instillation error that a service rep had to come out and fix because it didn't happen until the filtration system was added.
The last visit in Aug we were supposed to have more water testing done and have *** sales rep, come out and discuss the results within a week. Other than this, we have heard NOTHING from the company, AGAIN.
Mr. is correct that our Water Specialist, ***, revisited his home on 9/14. ***'s purpose was twofold: 1) to test the effluent of our Iron Filtration system and, 2) to determine if piping/fixtures were originally plumbed by others in such a way that they were not connected to the water treatment equipment in the home. ***'water testing confirmed that the iron filtration system was working as it was supposed to be functioning and he also confirmed that there are plumbing abnormalities from when the house was built and unrelated to the installation of the iron filtration system.
*** spoke with Mr. about what needed to be done and he did take some pictures. Mr. apparently had not heard anything back from *** so he texted *** on 9/25 to find out the status of any plumbing solutions. *** talked it over in the office the next day and felt a voicemail was better than a text. *** believes he left a voicemail for Mr. on either 9/26 or 9/27. The jist of the voicemail was that the replumbing required was outside of our core business which is professional assessment, installation and maintenance of high quality water treatment eqt. The replumbing of Mr. home would be better suited to be completed by a Plumber.
We truly apologize for any delays in getting the response from *** in a timely manner. The response in the voicemail may also not be the one Mr. was anticipating or hoping for as it would require a separate company to correct the plumbing issues in his home.
The positive aspects coming out from Mr. original complaint is twofold:
1) The iron filtration equipment that was installed in November of 2017 is functioning as intended.
2) The plumbing issues that have lead to water quality challenges inside the home are fixable. The changes will require a Plumber to correct the piping but correction is possible.
Again, we apologize for any delays in communication back to Mr.. We have responded to his original complaint with what our experience has been, fixing anything that may have needed fixing on the equipment as well as verifying our equipment is working correctly. Lastly, we have helped identify the piping issues so that Mr. can contract with a Plumbing Company and know that the corrections needed in his piping will improve his quality of life in his home. We have several Licensed Plumbers we work with and can recommend them if Mr. needs a referral.
(The consumer indicated he/she DID NOT accept the response from the business.)
There was never a voicemail received, I went back and double checked to make sure it was something that was overlooked/missed. I have no issue getting a plumber out to have this fixed. This has been ongoing for a year now and I would just like to have it corrected. We have had many technicians out from Gordon's in this time that were great to deal with. One of the last one's (***) was finally able to fix the issue with the air in the lines that was coming from the ozone unit. We were constantly told that we would be contacted back by Gordon's to determine what the next step would be but would continually go without hearing anything back. I feel that Gordon's didn't know what was going on with our water and had given up on us.
The company was responsive to my original request for a rep to contact me. Ben R set up a visit and did an excellent job of explaining options with no pressure for any particular on when I made my preferences know.
Joel did the install and so far everything seems to be working as it should. He came in, did the job and cleaned up after and was very pleasant all the while.
My sister had this company set up her water system also, and reccomened them to me as she was very satisfied too.
Brendan removed the old water softener and replaced it with a new one. He was on time, left the area cleaner than when he started, and was very professional and polite.
- Thank you for the compliments for Brendan. He is newer to the team but has really taken hold of his position, does great work and loves helping people have better water in their home. Thanks for being a customer and we hope you enjoy your new water softener.
Phil did an outstanding sales presentation, explaining all products offered and how my water would be affected by a softener. John the service tech was extremely friendly, courteous, and professional and executed a great installation. Very pleased with my experience.
- Thank you for sharing your experience with Gordon Water Systems. Phil loves helping people and is a great educator. John is a craftsman at his job for sure. So glad that you are a customer and hope you enjoy your soft water.
Alan R does a fantastic job! He cleans our system and replaced one as well. Great customer service and is very efficient.
Thank you for the kind words for Alan. He loves helping customers and we love that about him. And thanks for being a customer.
Great water, great service. John the service tech was very helpful and informative. Quick install and great experience.
- Thanks for being a customer and for choosing us to help you have better water! And thank you for the kind words for John. He is a good dude.
Tony K is the best. He is a very knowledgeable, efficient and conscientious service technician. Tony is always very friendly, just a really nice guy. I know I will get good service if Tony is the technician.
Wow! excellent service. John W was prompt,courteous, complete, and educating me along the way as he was evaluating and "fixing".
I've always been so happy with the service at Gordon Water. Today was no exception. Thank you John!
- Thank you for being a customer and Thank you for the super great words for John and for our company. Love it. Made our day! Happy Spring. :-)
My softener malfunctioned and was leaking resin into my pipes. I called repeatedly, telling them this was an emergency.
don't know this information.
I spent $400 to have my unusable bathroom repaired, washing machine repaired, and lines cleared. The appointment was scheduled 2 weeks from my first call. I repeatedly called, saying this was an emergency - the woman who answered kept saying she would talk to the schedulers. At no time was I told that emergency service was available. If the problem was attended to at the time I first called, I would have avoided the other problems and the $400. I did use the bypass, but it too wasn't functioning.
Our customer did have an issue. Her issue has been used a training tool for our front line CSRs to ask more questions on inbound phone call as well as for us as management to do a better job of training inside staff. We are very sorry for the misunderstanding of her needs and the missed opportunity to respond appropriately.
We work very hard to take care of customers needs in a timely manner and the vast majority of the time we fulfill that goal. In this instance we failed. We are very sorry and will reach out to our customer to see what we can do to make it right for her.
Its not failing that defines us but rather it is how we respond to making mistakes that does define us.
(The consumer indicated he/she DID NOT accept the response from the business.)
They never contacted me to see what more they could do. They haven't contacted me since the complaint.
They have not "reached out," as they stated.
- *** tired a 3rd time to reach the customer and she called back today. The system is working fine, we are dropping off some salt to her next week and will test the water to confirm proper function of the water softener. In conversation she seemed fine with the status of things.
Trying to make sure she feels we are supporting her.
I hope this helps.
(The consumer indicated he/she ACCEPTED the response from the business.)
They finally called and checked out the water and said they would check out the repaired softener
Tony K. was fantastic! He took the time to explain everything he did and answer all of my questions. He was very professional, but not stuffy, fixed the problem in a reasonable amount of time and was very thorough! Extremely knowledgeable and friendly! Highly recommended!
Dale - Thank you for taking the time to support Tony with such kind words. He is all of that and has been with us for quite a few years. We are glad he is part of the team & glad you are a customer.
Toni was very prompt and thorough. He is very knowledgeable and explained everything he was doing in a helpful and understandable way. I appreciate the tips he gave me on how to keep my system running at top efficiency.
- Thank you for your kind words for Tony. He is a long term member of our team. He also loves to help people have a great experience.
John *** was a very professional young man. He was quick at what at he did and very helpful in teaching me what to do and how to maintain the system.
thank you for your kind words for John. He is a newer member of our team but his abilities and commitment to helping customers is as if he has been doing this for years.
Service was about an hour late from the time I was given over the phone. Service technician did a wonderful job explaining the systems and the service required along with the estimated cost. Technician was extremely thorough even though he had a personal conflict with working late.
Ray - Thank you for your comments. Our Service/Install Team does pride itself on helping educate our customers about their equipment. We strive to be as close to estimated times as possible. If we are running late we try to give our customers a call to let them know. I apologize if the delay caused an inconvenience in your schedule.
Tony was prompt, thorough, friendly and explained everything he was doing so that I could understand it. I appreciated his patience. I was very happy with his work and would call on him again. Thank you!!
- Thank you for those kind words for Tony. He is a good guy. Loves helping customers everyday & thanks for being a customer.
Tony K. of Gordon Water Systems-Kalamazoo was prompt in coming to our home to replace a broken water filter head. He gave me tips on improving the environment and maintenance routines - enabling us to get peak performance out of our water conditioning system. Tony was very knowledgeable, courteous and professional. I highly recommend him as a service technician. Our only concern with the Gordon product has been frequent salt bridging within the salt holding tank and some Kinetico part failures. Hopefully by employing Tony's suggestions these problems will become a thing of the past.
- Thank you for your kind words for Tony. He is a great part of our team. The issues you mentioned are not things that I hear of with any regularity. I am sorry you have experienced those issues. We certainly are here to help you have clean, soft water for years with little maintenance. Keep us informed on how things progress.
Tony K. was the technician sent to my home yesterday, and he has been here in the past also. He is always conscientious, as well as knowledgeable regarding the work he does, and explains to me what I need to do to maintain my system. He's always careful not to leave any messes behind, and he explains things I can do to help myself keep this water system up and running in top notch performance. He tests and re-tests to make certain everything comes back right before he leaves, and if it doesn't get a proper water test, he moves on to the next area until he finds the problem.
- Thanks you for the very kind words for Tony. He is conscientious and we are glad he is part of the Gordon Water Team.