We have received the complaint from your office in reference to the ***'sMr *** has been a customer with our company since and we have never had a issue with them previous to this instanceIn they purchased their second system a AMQ water softener from
Hague, at that time their well water tested gpg (hardness ) and ppm ( iron ) the softener we quoted which included a year parts warranty, was more than capable of handling their well water test at that timeTwo weeks after the softener was installed we tested the softened water to make sure it was working properly, those test results were gpg and ppm showing the system was working perfectlywe did not hear from the ***'s again until August of when Denny our sales person went to their home to test the water and at this time the well water had changed to now include not only ferrous iron (quick change iron which showed present on original test) but also ferric iron ( a slow changing iron ) upon his recommendation they purchased a AAN iron filter to go along with their existing Water softener. On September 9th the AAN iron filter was installed and two weeks later we tested the water to again be sure the iron filter was working properly those tests results were 3-gpg on the 9yr old softener and ppm for the iron filterThe iron filter was working perfectly we made a small adjustment to the softener to compensate for the little bit of hardness that showed up on the test.When Mrs*** called in December 2016 to speak with Denny I explained he was out on medical leave after having a stroke and had not returned to work yet, She expressed concerns over the system and wanting her money back at that time, I explained I was an owner with the company and we would be sure to resolve any issues she was having, I set a call for us to go out and service/ test equipmentI would like to point out at this time the iron filter had already been tested to be working perfectly in late September and we had not heard from them again until late DecemberI sent Gabe ( the other owner ) to their home to preform service and hopefully put Mrs*** at ease that we were taking her complaint seriouslyGabe discovered the main drive on the softener needed replaced and set up for our technician to return and replace the part under warranty a $service/ labor fee should have been charged as the issue was with the 9yr old water softener not the iron filter, but as a courtesy no fee was charged for labor and the main drive was covered under warranty, however they were left a copy of invoice # *** with a $total for a filter ( this is a 30 day replacement product and has nothing to do with warranty ).We went for free again to test the water and found the softened water was testing gpg ppm so we pulled the water softener to bring to our shop on 1-10-we dumped and cleaned the softener and ran it multiple times this process takes nearly a week to complete the softener was testing perfect when we returned it to the home on 1-16-The fee for this would be around $plus a service call of $this would be a labor charge and have nothing to do with the parts warranty through the manufacture, we again did not charge them.Mrs*** had called again and while my secretary was trying to fit her into our already booked schedule she hung up on her( several of us were present in the office when this occurred)When Gabe finally spoke to Mrs*** he was trying to explain that we were doing everything possible to handle her complaints but it doesn't help when she hangs up on the Secretary she expressed she was just over the entire situation. We as a company have bent over backwards trying to accommodate the customer, we have made many trips and had many hours of labor involved to resolve their issues / complaints.The problem is that their well water has changed from gpg to gpg and now they are saying it is gpg, showing their well is fluctuating hardness past the capacity of the water softener they purchased yrs agoNo problem ever showed with the iron filter it is simply that the softener has a limit and unfortunately the new water tests are beyond its thresholdWhen a well has both ferrous and ferric iron the water softener and iron filter work in conjunction with each other for proper removal with the softener being yrs old and working beyond its capacity it is going to allow iron bleed throughThe customer simply stopped communicating with us we did not stop working with the customer to resolve their issueAs far as being sent a bill in response to their request for the money back, one has nothing to do with the other, they never paid the $from December and we sent a statement to all past due accounts, the billing dept was not aware of the letter that was sent to the ownerIf this were the case we would have billed them for all billable services preformed at a total of nearly $400.00. We do not buy back equipment, the iron filter was tested and showed to be working perfectlyMost of their complaint revolves around the water softener which again is years old and wasn't removing all of the hardness an left over iron due to the well changing.We are very sorry the Seignethal's feel the way they do but we have reached the limit of what we are able to do for them after everything we have already done free of charge and to then be called rude liars.We take customer service very seriously as a small company we realize the valve of taking great care of our customers and feel terribly that the ***'s don't see our efforts to accommodate them.Sincerely, Angela & Gabe M*** Hague Crystal Clear Water
We have received the complaint from your office in reference to the ***'sMr *** has been a customer with our company since and we have never had a issue with them previous to this instanceIn they purchased their second system a AMQ water softener from
Hague, at that time their well water tested gpg (hardness ) and ppm ( iron ) the softener we quoted which included a year parts warranty, was more than capable of handling their well water test at that timeTwo weeks after the softener was installed we tested the softened water to make sure it was working properly, those test results were gpg and ppm showing the system was working perfectlywe did not hear from the ***'s again until August of when Denny our sales person went to their home to test the water and at this time the well water had changed to now include not only ferrous iron (quick change iron which showed present on original test) but also ferric iron ( a slow changing iron ) upon his recommendation they purchased a AAN iron filter to go along with their existing Water softener. On September 9th the AAN iron filter was installed and two weeks later we tested the water to again be sure the iron filter was working properly those tests results were 3-gpg on the 9yr old softener and ppm for the iron filterThe iron filter was working perfectly we made a small adjustment to the softener to compensate for the little bit of hardness that showed up on the test.When Mrs*** called in December 2016 to speak with Denny I explained he was out on medical leave after having a stroke and had not returned to work yet, She expressed concerns over the system and wanting her money back at that time, I explained I was an owner with the company and we would be sure to resolve any issues she was having, I set a call for us to go out and service/ test equipmentI would like to point out at this time the iron filter had already been tested to be working perfectly in late September and we had not heard from them again until late DecemberI sent Gabe ( the other owner ) to their home to preform service and hopefully put Mrs*** at ease that we were taking her complaint seriouslyGabe discovered the main drive on the softener needed replaced and set up for our technician to return and replace the part under warranty a $service/ labor fee should have been charged as the issue was with the 9yr old water softener not the iron filter, but as a courtesy no fee was charged for labor and the main drive was covered under warranty, however they were left a copy of invoice # *** with a $total for a filter ( this is a 30 day replacement product and has nothing to do with warranty ).We went for free again to test the water and found the softened water was testing gpg ppm so we pulled the water softener to bring to our shop on 1-10-we dumped and cleaned the softener and ran it multiple times this process takes nearly a week to complete the softener was testing perfect when we returned it to the home on 1-16-The fee for this would be around $plus a service call of $this would be a labor charge and have nothing to do with the parts warranty through the manufacture, we again did not charge them.Mrs*** had called again and while my secretary was trying to fit her into our already booked schedule she hung up on her( several of us were present in the office when this occurred)When Gabe finally spoke to Mrs*** he was trying to explain that we were doing everything possible to handle her complaints but it doesn't help when she hangs up on the Secretary she expressed she was just over the entire situation. We as a company have bent over backwards trying to accommodate the customer, we have made many trips and had many hours of labor involved to resolve their issues / complaints.The problem is that their well water has changed from gpg to gpg and now they are saying it is gpg, showing their well is fluctuating hardness past the capacity of the water softener they purchased yrs agoNo problem ever showed with the iron filter it is simply that the softener has a limit and unfortunately the new water tests are beyond its thresholdWhen a well has both ferrous and ferric iron the water softener and iron filter work in conjunction with each other for proper removal with the softener being yrs old and working beyond its capacity it is going to allow iron bleed throughThe customer simply stopped communicating with us we did not stop working with the customer to resolve their issueAs far as being sent a bill in response to their request for the money back, one has nothing to do with the other, they never paid the $from December and we sent a statement to all past due accounts, the billing dept was not aware of the letter that was sent to the ownerIf this were the case we would have billed them for all billable services preformed at a total of nearly $400.00. We do not buy back equipment, the iron filter was tested and showed to be working perfectlyMost of their complaint revolves around the water softener which again is years old and wasn't removing all of the hardness an left over iron due to the well changing.We are very sorry the Seignethal's feel the way they do but we have reached the limit of what we are able to do for them after everything we have already done free of charge and to then be called rude liars.We take customer service very seriously as a small company we realize the valve of taking great care of our customers and feel terribly that the ***'s don't see our efforts to accommodate them.Sincerely, Angela & Gabe M*** Hague Crystal Clear Water