H2O Equipment Company, Inc.

RE: Complaint ID # [redacted]
To Whom It May Concern:
These are the events that occurred resulting in [redacted]' complaintAs you can see, we
have made many attempts to address her
concernsThere still is an open balance of $that we will credit in full
We will not return to the house to "prove" that we did replace the injector
setMoving forward, we respectfully
request that they find another company to serve their needsUnfortunately, it is not possible to satisfy
them if they do not trust us to service their equipment
1) 12/29/Customer called to schedule annual
service and requested we bring standard inline cartridge filtersShe was
quoted $dollars and hour plus PARTS and tax. Since she had not had service from us since March
4, 2014, there was no way to predict exactly what was required to service any equipment
That is why we state to each customer that the charge will be $per hour
plus PARTS and tax
2) 1/7/The technician performed an annual
serviceHe billed for one hour labor, one clack injector set, one sanitizer
pack and standard carbon insertsThe total bill with parts, labor and tax
was $[redacted] was not home, her husband, Anthony wasHer husband refused
to pay for service at that time and instead said he would mail in a checkHe
did sign the invoice (which is on a tablet and emailed)Payment is always due upon receipt of services
but we allowed for him to mail in a payment
3) On 3/14/[redacted] called to complain about
the billShe said no one discussed the charges for the sanitizerShe also
said the technician left the filters in bypass because one was leakingThere
were no notes on the technician's paperwork saying anything was leaking or left
in bypass
4) On 3/14/our Service Manager called and
left a voicemail for [redacted] to call us back
5) On 3/14/our Service Manager set up a
return visit for 3/21/for us to repair the leak
6) On 3/15/our Service Manager left another
voicemail for [redacted] saying we had credited back the cost of the sanitizer and
one of the carbon filters and to call usShe also mailed a physical copy of
the bill to [redacted] describing the work we did and with the new amount of
$
7) On 3/21/16, another technician went to
[redacted]'s house to perform serviceNo one was home and no one answered the
phoneHe called the home and the office called several times
8) On 3/26/we received a letter from [redacted]
with a check for $She wanted to see documentation that the injector set
was replaced as no one witnessed the technician do itThe payment she mailed
us did NOT include the cost of the injector and indicated that she would not
pay it until we could prove it was replacedThe office mailed the service
ticket, again, the day we received the letter
9)
On 3/28/16, our Service Manager attempted to call [redacted] and left
her a voicemail
10) On 3/29/the check for $cleared,
leaving an open balance of $as of 4/22/This charge includes two $
late fees
11) On
4/2/we attempted to contact [redacted] with no success
12) On
4/4/we attempted to contact [redacted] with no success
13) On
4/7/[redacted] informed our Accounts Receivable Rep that she will not pay the
remainder of the bill for the injector set since we cannot prove the technician
replaced it
14) On
4/22/16, H2O was notified by email that [redacted] had lodged a Revdex.com complaintWe had not seen the previous notification. Thank you for your concern in this matter
S Sincerely,[redacted]
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RE: Complaint ID # [redacted]
[redacted]
[redacted]
[redacted] 
To Whom It May Concern:
These are the events that occurred resulting in [redacted]’ complaint. As you can see, we have made many attempts to address her
concerns. There still is an open balance of $43.30 that we will credit in full.
We will not return to the house to “prove” that we did replace the injector
set. Moving forward, we respectfully
request that they find another company to serve their needs. Unfortunately, it is not possible to satisfy
them if they do not trust us to service their equipment.
1)      12/29/15 Customer called to schedule annual
service and requested we bring 2 standard inline cartridge filters. She was
quoted $139 dollars and hour plus PARTS and tax.  Since she had not had service from us since March
4, 2014, there was no way to predict exactly what was required to service any equipment.
That is why we state to each customer that the charge will be $139 per hour
plus PARTS and tax.
2)      1/7/16 The technician performed an annual
service. He billed for one hour labor, one clack injector set, one sanitizer
pack and 2 standard carbon inserts. The total bill with parts, labor and tax
was $223.87. [redacted] was not home, her husband, Anthony was. Her husband refused
to pay for service at that time and instead said he would mail in a check. He
did sign the invoice (which is on a tablet and emailed). Payment is always due upon receipt of services
but we allowed for him to mail in a payment.
3)      On 3/14/16 [redacted] called to complain about
the bill. She said no one discussed the charges for the sanitizer. She also
said the technician left the filters in bypass because one was leaking. There
were no notes on the technician’s paperwork saying anything was leaking or left
in bypass.
4)      On 3/14/16 our Service Manager called and
left a voicemail for [redacted] to call us back.
5)      On 3/14/16 our Service Manager set up a
return visit for 3/21/2016 for us to repair the leak.
6)      On 3/15/16 our Service Manager left another
voicemail for [redacted] saying we had credited back the cost of the sanitizer and
one of the carbon filters and to call us. She also mailed a physical copy of
the bill to [redacted] describing the work we did and with the new amount of
$199.94.
7)      On 3/21/16, another technician went to
[redacted]’s house to perform service. No one was home and no one answered the
phone. He called the home and the office called several times.
8)      On 3/26/16 we received a letter from [redacted]
with a check for $161.59. She wanted to see documentation that the injector set
was replaced as no one witnessed the technician do it. The payment she mailed
us did NOT include the cost of the injector and indicated that she would not
pay it until we could prove it was replaced. The office mailed the service
ticket, again, the day we received the letter.
9)  
On 3/28/16, our Service Manager attempted to call [redacted] and left
her a voicemail.
10)      On 3/29/16 the check for $161.59 cleared,
leaving an open balance of $43.30 as of 4/22/16. This charge includes two $5
late fees.
11)   On
4/2/16 we attempted to contact [redacted] with no success.
12)   On
4/4/16 we attempted to contact [redacted] with no success.
13)   On
4/7/16 [redacted] informed our Accounts Receivable Rep that she will not pay the
remainder of the bill for the injector set since we cannot prove the technician
replaced it.
14)   On
4/22/16, H2O was notified by email that [redacted] had lodged a Revdex.com complaint. We had not seen the previous notification.
    Thank you for your concern in this matter.
S    Sincerely,
[redacted]
[redacted]
 
 
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