Haferman Water Conditioning Reviews (%countItem)
Haferman Water Conditioning Rating
Address: 12142 12th Ave S, Burnsville, Minnesota, United States, 55337-1408
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Top notch installation. Not one thing out of place. Absolutely fantastic
Great Sales representative! He is Very knowledgeable and gives great service.
From the quick response of the salesman to the professionalism of the installation - this was an all around great experience!
I was told that the service would be until 12pm
Called at 12 because nobody came. At 1:08 PM I received a call from the technician that told that they called me at 11 to say that they were late, which is not true since I can prove with my phone log.
Then he said he would come at 4 and did not
Wasted the entire day, took vacation, and got lies. Outrageous. Poor customer service
The truth is that our technician called when they arrived at the home at 8:24 am, but the customer did not answer the call. The technician knocked on the door, but the customer did not open their door. The technician tagged the door and left. This has all been documented and confirmed with our GPS vehicle tracking and cellular call log information. When the customer contacted our office in the afternoon, we relayed a message to the technician. Our technician called the customer and informed them that they would need to contact the office to reschedule since they were no longer in the area. Another call has been scheduled with the customer.
Problem solved, they were very professional today.
It seems they called the wrong number, because I was never called before or heard any knock. I still not happy that I was told that they would come bace later, changed plans and had it cancelled without notice, but today very professional.
Will remove review
Jim from the Burnsville Store is a very Professional, Knowledgeable, Informative, and Honest Salesman! He was on time for our scheduled appointment. Everything went smoothly. We are very pleased with our purchase and would recommend him to everyone in the market for a new Water Softener and Filtration System!
Great company to work with. Installer was top notch and very helpful.
Will continue to do business with them.
This has been the best home improvement I have ever made !! Also, ice cubes are party ice everyday and the water tastes delicious.
We specifically inquired on a water softener to help with my and my daughter's hair. After being pushed into being sold the product and results not actually solving our issue, they are not flexible into buying their product back. I sincerely believed they sold us this product falsely that it would help us, and when it didn't, they stalled and didn't offer us solutions when we clearly said it wasn't working. They came over multiple times, but of course didn't provide us with a solution. Now it's past warranty but I believe they purposely waited to help until we were past point of getting our money back. This company is not customer focused and I would like to receive a reimbursement for false sale of their product and not helping when we called multiple times for assistance. Their recommendation now is just to uninstall, therefore we have a $3000 almost new product that will just sit in our basement when they didn't even listen to us and our issue to begin with. Again, not customer focused to listen to why we specifically purchased the water softener and obviously didn't work for us.
The lead for this customer originated in a Home Depot store and the description of the inquiry entered by the store associate was: “Customer needs to install a water softener, and needs to know the cost of installation.” Clearly the customer knew they needed a water softener before our company was even involved.
Customer agreed in writing to purchase water treatment system including sediment filter, dechlorinator, and water softener on May 17, 2019. The contract included a three day right of rescission as required by state law. The customer scheduled installation with our office on May 20, 2019 and actual installation in the home was performed on May 24, 2019.
The water softener purchased is designed to remove hardness to less than 0.5 grains per gallon (gpg) per manufacturer’s specifications. The customer complained of hard water two times after installation, but the water tested perfectly soft (i.e. 0 gpg) at both of our free service call visits to the home.
We do not buy used water treatment systems. We do not accept returns for equipment. We do not offer prorated refunds on systems because of issues with hair. There is nothing wrong with the system.
The customer has a one-year service and labor warranty that is in effect until May 24, 2020. They also have a ten-year parts warranty from the manufacturer that is in effect until May 24, 2029. Any future service visits if nothing is found to be wrong will be chargeable at our standard service call rates.
We have tried repeatedly to help the customer including a very long telephone conversation with both wife and husband. The customer did not like her hair without a water softener and does not like it with a water softener. There is nothing further that can be done in this situation. The system is working.
I am rejecting this response because:
sole purpose of they are not customer focused. They are in it for the money alone and 30 days for a 10-15 year product and after finding out 6 weeks in I don't want it they offer nothing of support. They are rude and absolutely not customer focused.
Scheduled a service call for today, service tech. called me and said he would be at my home at 2:00 PM. ---at 3:00 PM I called him and asked why he did not keep his scheduled appointment, or at least call me back when he was going to be over an hr. late. said if I did not like it to call his service manager and file a complaint. Said he would now be at my home at 3:30 PM . It is now 7:00 PM and he is a no show.
Just goes to show that you can have a good product but without service it all means nothing. Bruce
The customer purchased and had equipment installed from us in June 2005. In September 2014 there was an incident involving the customer at our office that resulted in the Burnsville Police providing him notice that he was trespassed from our business for a period of one year.
The customer contacted our office on October 21, 2019 with a complaint of hard water. The service call was scheduled for PM (12:00 – 4:30 pm window) on October 28, 2019. The customer requested a phone call from our technician with a better time estimate on the day of service.
Our technician called the customer at 11:55 am on October 28, 2019 to let him know that he would not be at customer’s home until 2:00 pm or later. The customer called the technician at 2:48 pm and was extremely upset, belligerent, and foul mouthed that technician was not at his house. At that time our technician informed the customer that we would not be coming out to service customer’s equipment and ended the call.
We schedule all of our installations, service calls, and deliveries for either AM (8:00 – 12:00) or PM (12:00 – 4:30) and this was clearly explained to the customer when the call was set. As a courtesy and at the customer’s request, we contacted customer and provided him a more accurate timeframe.
Unfortunately, it was our mistake to think that the behavior exhibited by the customer in 2014 at our office was an anomaly. We should not have afforded him the benefit of the doubt and should not have scheduled a service call with him. Lesson learned.
We do not expect our employees to tolerate verbal abuse from a customer. This customer needs to go elsewhere for service. We will not be servicing him now or at any time in the future.
Very professional presentation in our home with in home analysis of our water. All of our questions were answered. We are very pleased with the improved taste of the purified water as well. The amount of salt used to soften the water is dramatically reduced from the amount used by prior water softener.
Excellent customer service! Haferman Water came out to replace our water softener after an electrical surge destroyed our previous one. Both the salesman and installation technician were very knowledgeable, polite, and helpful. We are very satisfied with our new water softener!
No Stars! Rude, pushy, angry salesman who quite literally refused to answer our questions in lieu of continuing his pointless droning about systems we would never need and had no interest in. 100% refused to tell us the prices of any of the equipment when we asked because (and I quote) he wasn't done "working us". HUH? Who says that out loud!? Couldn't believe he would expect us to actually buy anything from them after that...but then again he didn't. - just sort of let us walk out. He was completely dismissive of me - like I couldn't possibly be the decision-maker in the family because of my gender - if you get me. Didn't bother to ask us anything about our needs. Didn't listen to anything we said. Had the wrong information about our current water softener and didn't care if we had photos it so we could clear things up. Tried to tell me he "knew" we had enough room for the extra equip he wanted us to add on to the softener (to which I believe I said out loud "that's cute"). I've never experienced this from a sales person anywhere. Ever.
Haferman was called to my residence for overhauling of my water recycling equipment. The company sent their representative who explained to me that I will be charged for services if issues were found, but if not my equipment will be returned and all I have to pay is for them coming out to my residence. The company found issues, which was overhauling of my equipment as they said, collected my credit card and charged me $346 and change. Only for me to be getting letters few weeks after asking me to pay transportation for coming out to my residence. The company is asking me to pay $168.50 an dollars I have been fighting hard to get it cancelled. I see a great mistrust and taking advantage of customers.
“Customer contacted us for a service call 12/10/18 on their water softener. The service call was scheduled for 12/11/18. The technician was unable to repair the water softener in the field and brought the unit back to our shop to complete the work. The charge for the service call was $144. The repairs were completed in our shop 12/13/18 and the unit was returned to the customer’s home 12/17/18. Additional charges beyond the service call were parts $242, labor $130, and shop supplies $10. The total bill for service call, parts, labor, and shop supplies was $516. Customer provided credit card for payment and our office made a mistake by only charging the card for parts, labor, and shop supplies totaling $382. There is still a balance due of the original service call charge of $144. We have tried on multiple occasions to explain our mistake to the customer including a phone call on 06/06/19, a very detailed letter on 06/26/19, and another phone call on 08/26/19. We are still willing to remove the late fees of $17.50 from the customer’s account, but they need to pay service call charge of $144. We are sorry for the payment processing mistake on our end, but that does not change the total amount that has been due since repairs were completed.”
Please let me know if you have questions or need additional information. I am available to discuss with you on the phone anytime for clarification. Hopefully you can communicate with her better than we have been able to. Thanks.
*** Haferman Haferman Water Conditioning | Vice President Direct: | Cell: | Service: *** Burnsville, MN 55337 www.hafermanwater.com
We have been in business since 1972 and have always charged service call, parts, and labor for repair work. This is clearly explained to the customer both when setting the service call and when in their home. We are an honest and reputable company and we charge fairly for services performed. We treat all of our customers well and to the same high standards. We are willing to remove the late fees of $17.50 from the customer's account, but they need to pay the outstanding amount due of $144.
I am rejecting this response because:
Hafferman has made a false marketing and as a new customer, I wasn't informed of service call at the time of our phone conversation when I requested services. Although, the agent or representative sent to my home mentioned that the company charges service call but only if repairs are done on my equipment. The company charged me the fees that they knew was appropriate but later returning back to me as needing to charge more fees is false marketing. This is unacceptable and illegal. Hafferman may have been in business for many years but the truth be told. Many of the customers that may have been in business with them may not catch this false marketing act but I did. It takes one to figure out illegalities and this act of Hafferman is one of it. I do want this matter to resolve quickly by the company accepting that they have done their customers wrong and stop charging for services not claimable.
Thank you.
Haferman is billing us for a water softener system that was installed without a permit from the City.
Business response: We obtained a permit for water softener system from the city. Our work was later inspected and approved. The customer agreed in writing to a minimum twelve month rental term.
I am rejecting this response because: @page { margin: 0.79in } p { margin-bottom: 0.1in; line-height: 120% } a:link { so-language: zxx }
We reject this response because at no time during signing were we promoted to turn the one page that has the bullets of conditions. Then later we were told those copies were messed up and had to do the docusign and your sales manager rushed my wife to complete it while she was out and about because it had to be done right at that moment and couldn’t wait.
The docusign pulled up page one and then said completed. While we can see now that it says a 12m agreement, you have failed to do what was promised. The system is not working as promised and you did not do a permit BEFORE install. We called in December asking to have system removed because it was not permitted and you straight up refused. A permit was not approved until almost 2 months AFTER install (install Nov 2nd, permit granted January 23rd) and that prompted City of Victoria to report you to the Dept of Labor and Industries (DLI) and DLI ,as well, clearly states that you violated the law.
You obviously had no intent to pull a permit or your sales manager wouldn’t have tried to find any and all excuses to why you don’t have to get permits, when arguing with my wife and also getting short with her because she called and asked if permit had been done. The Home Depot District manager have also said that you told him you normally don’t do permits, AND your service manager told us you don’t normally do them because they take too long and you have some kind of deal with Edina to not having to do them. As you can see, we don’t live in Edina and even we did, I’m pretty sure we would still need a permit. On top of all this, you are now billing us for a permit and no where in the contract does it mention permits and fees and how we are responsible to pay for the permit.
We got a referral from Home Depot for possible water softener and was called by this company. They absolutely wanted to come out when we were both home and promised it should'n't take up much time. They arrived at 6 and it was going on 8 when they started paperwork and left much later. During this time we had our kids hungry and needing to get ready for bed since it was a school night, they proceeded to tell us that they would work on paperwork and just call us over when they needed a signature. It was two of them as one was a trainee.
During the walkthrough they told us that the filter system we have is not working and would just lose water pressure to keep it. We now later have found out it's nothing wrong with it and pretty much just have a unit sitting unused that is brand new. They also told us that they would fill up the salt tank and it should last us several months and they would leave some extra salt.
After maybe 3 weeks we started to feel that the water was not soft and thought it was our imagination at first but then we checked the tank and it was empty. I filled it up and within a week it was empty again. We obviously were not satisfied with this and decided to look into other companies that we had been working with in the past. We also called Haferman and asked to schedule a time for them to come and remove the system. We were told that was not possible and that we had to talk to the sales manager (Brian). He took a while to call back. During this time we had other estimates done with other companies and the requirements for permits started to come up. It brought up a light bulb as we've had to file for a permit in the past.
Called up the City and they told us no, no-one had applied for a permit. We called Haferman again and finally Brian called back and when questioned about the permit, he went off on my wife about why would she call an inspector on them and what does she think she is doing. He also started arguing with her about how he didn't have to pull a permit because the builder of our house had done all permits. She corrected him stating that it was not true since they came in after the closing of the house to do it. He then started saying that we had a water softener and why he didn't have to do it. Not true as we wouldn't have called to get a quote or to rent one if we already had one. He then stated how we had signed a 1 year lease and they could come and remove it when that year was up.
She explained how we were never informed while signing the papers that it was a 1 year lease and while we now can see that on the back on one form it says it, never once did they say please turn the page and read all the rules. He then said yes you knew cause we had you do the electronic one the day before install. Yes this is true cause they messed up the forms that we signed in our home and had to do a new form. Were told that Brian would email first thing in the morning. Never received the email and it came to the point that we had to ask what is going on since they said they couldn't come and install the next morning if not signed. We finally received the form after lunch. My wife fwd it to me at work since I had signed the original one. He then called and said no I need it done now, just sign the highlighted part and get it back to me now. My wife was busy and not really in a position to sit and fine comb it especially with him rushing her, so she brought it up and it asked her to sign in maybe one place and then it was completed. He now says we knew about all the fine print cause it's there. After that he was going on and on about how it was the best unit in the nation and didn't really want to listen to her about the concerns we had and how we thought it was wrong for us to have to pay full monthly price for a unit that was not permitted and not working like we were told. He said we will come out there and look at it and you will be happy cause its the best unit in the nation. Never once did he offer to discount or wave charges due to their mishaps. We told them they need to get a permit and everything situated before coming back out here.
The City also called Brian since they were questioning how no permit was pulled and Brian became really short with the City too stating that "they didn't have time for this". Weeks went by and still no permit, we were in contact with Home Depot who also got the run around and also were told how they don't have to pull permits. After almost 3 months, the City decides to approve a permit application to come out for an inspection and get copies of the paperwork since they were reporting them. Suddenly they call the City back and say we always do permits. If this was the case the sales manager (Brian) wouldn't have argued with my wife about them not having to get a permit and instead apologized and said something like we will make sure this is taken care of right away, we messed up.
Now Home Depot has said the owner wants to come out here with a tech and look at it all and we had to wait until he is back in town. It's been a few more weeks and of course they keep sending us bills and extra charges and also billing us for the permit. No where on the form does it mention anything about a permit and they have no signature that we said we would pay for a permit. The City also noticed that there was NO mentioning of a permit within the contract. They also while signing the paperwork told us we were getting a military/veterans discount but we also see no proof that we received that.
It's now been 3 1/2 months since they were here giving us the paperwork and 3 months since install and still no working unit and we have our perfectly working filter system that is fully paid for just sitting next to it, since they claimed it was not working. We are being charged an arm and a leg and we really don't want to have to deal with people who treat us like this. Worst customer service ever. We would never have signed that paperwork if we would have known it was a 1 year lease because we would have wanted to get more estimates before making a decision. Yes we should have done more research before getting them to come out since we now can see all the bad reviews about this company. Maybe not the system itself but the company and how they treat people.