I am very sorry to hear of this complaint. Ms. [redacted] is correct is stating that she and her husband bought this system in March of 2017. At this time, there was only she and her husband living there. On May 2, 2017, Cory performed his call back, where he checks the system to make...
sure that it is working the way it should, and go over the warranty and any questions that the customers may have. The notes in the customer's folder states that the customer "loves their water and it's working great." There were a few leaks (in their toilets) that were corrected, that caused them to use more salt than they expected. They were also explained on this visit, that because of the excessive amount of iron in their water, that their pre-filter would have to be changed every 3 weeks. Our prices on the pre-filter they use have been the same for 7 years, $14.75. [redacted] now has her 2 daughters living in the house with her. We also have explained to her, that there is more water being used with more people in the house, which will cause you to use more salt. Salt is what is used when the system is going through the cleaning process, which only occurs when you use a certain amount of water. That is how this kind of water system works. These things, along with the interest rate of the financing plan that the customers chose (which is a FIXED rate of 9.9. This is in very big, bold print in the middle of the contract that both customers signed) were explained on the first visit. We keep documentation on each visit, and also phone log notes. On 7/18/2017, [redacted] called and made a service appointment for us to check her system. She stated that still feels that it is using too much salt. [redacted] scheduled an appointment for a system check, which she called and cancelled on 7/25/2017. She did not want to reschedule the service appointment, and did not state any issues at this point. We would have been at the appointment, if she did not cancel it. As far as free filters and salt for the entire life of the system, this is not and will never be an option, when buying a system from our company. We apologize that the customer feels this way, but the system is working the way that it should. We are a very honest company who cares about each of our customer's and their issues, especially if it's on one of our systems that we installed. Cory plans on calling [redacted] this evening, after his appointments. I hope that we can get this issue resolved. Thank you.
I am very sorry to hear of this complaint. Ms. [redacted] is correct is stating that she and her husband bought this system in March of 2017. At this time, there was only she and her husband living there. On May 2, 2017, Cory performed his call back, where he checks the system to make...
sure that it is working the way it should, and go over the warranty and any questions that the customers may have. The notes in the customer's folder states that the customer "loves their water and it's working great." There were a few leaks (in their toilets) that were corrected, that caused them to use more salt than they expected. They were also explained on this visit, that because of the excessive amount of iron in their water, that their pre-filter would have to be changed every 3 weeks. Our prices on the pre-filter they use have been the same for 7 years, $14.75. [redacted] now has her 2 daughters living in the house with her. We also have explained to her, that there is more water being used with more people in the house, which will cause you to use more salt. Salt is what is used when the system is going through the cleaning process, which only occurs when you use a certain amount of water. That is how this kind of water system works. These things, along with the interest rate of the financing plan that the customers chose (which is a FIXED rate of 9.9. This is in very big, bold print in the middle of the contract that both customers signed) were explained on the first visit. We keep documentation on each visit, and also phone log notes. On 7/18/2017, [redacted] called and made a service appointment for us to check her system. She stated that still feels that it is using too much salt. [redacted] scheduled an appointment for a system check, which she called and cancelled on 7/25/2017. She did not want to reschedule the service appointment, and did not state any issues at this point. We would have been at the appointment, if she did not cancel it. As far as free filters and salt for the entire life of the system, this is not and will never be an option, when buying a system from our company. We apologize that the customer feels this way, but the system is working the way that it should. We are a very honest company who cares about each of our customer's and their issues, especially if it's on one of our systems that we installed. Cory plans on calling [redacted] this evening, after his appointments. I hope that we can get this issue resolved. Thank you.