Hague Quality Water of Kansas City, Inc.

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Complaint: ***
I am rejecting this response because:
I know we are behind and I understand that. However what was done wrong is that your salesman sat at our kitchen table selling us this system as it was going to benefit us and save us money. This system has done nothing for us. When it is caught up you all did not maintain it. Now you won't maintain it as we are behind. Yet you charge us a service charge each month. We get rude voice mails from your office staff telling us that you are going to take action and we going to get in trouble for neglect of your equipment. I'm sorry but that is not customer service I deal with customers all day and would not treat people like your staff does. When your salesman sat down with us I still have the paper her wrote out. After testing the water he wrote out how much of a percentage we would save on our water bill and heating bill because with your system it wouldn't take as long to heat up the water and with the cleaning supplies we wouldn't be spending as much on them. This is a lie. It has not changed the amount of our bills at all only added a payment on. We would save also on laundry soap as it wouldn't take as much. So I feel that we were coaxed into your system as it's a 'money saver' and in the end we are getting nothing but bills and no other advantages. I do not expect you to write off the past amount we owe. But as we were told information I do not feel we need to be signed into your lease or pay over $to get out of it
Regards,
*** ***

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Revdex.com:I would be interested to see final statement as we have had no contact with them except for a bill wanting payment. No offer to maintenance the equipment or provide salt
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me IF WE ACTUALLY GET AN AFFORDABLE STATEMENT
Regards,
*** ***

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Complaint:
I am rejecting this response because:I received a phone call from ***, the owner of Hague, at 11:AM on March 12, to try and resolve the issueBefore I had time to call him back, I received an email from the Revdex.com at 11:AM stating the company had done what they could to resolve the issueThe voicemail he left stated that they might be able to provide some free filters, but did not address the issues from the initial complaint The initial salesperson had me sign a paper to have the system installedHe did not explain the lease policyHe did not explain the cancelation policyI did not read the paperwork I was signing since I trusted the salesman to tell me the correct informationI asked specifically about the cancelation policy and he acted like he did not know what it was or if I could change my mind later that day or over the next day prior to installation and cancel the installI did not have time to read through the paperwork because I had family events that dayIt was Christmas EveThen the following day was busy as wellThe next day the system was installed and I was getting ready to go out of town for a weekThe only reason I signed the paperwork was because the salesman said I was under no obligation to keep it and could have it removed anytime in the first yearHe continued to pressure me to get the system even when I wanted to look it over and talk to my family about it The second salesman came out a few weeks later and told me I had been misinformedThe initial paperwork had locked me into a month leaseEven though I did not want the system I agreed to buy it because it made the most sense financiallyI was also told if I did not use the company they use to finance that day then financing through them would be unavailableI do not have $sitting around and would need to finance it, so once again I felt I had to sign that dayThis salesman was nice and seemed understanding and said he would take my complaints back to his manager/ownerIt was reported, but nobody contacted me about any of the complaints After I called the company to complain a few weeks later, my complaint was passed on to a man in TexasHe called and left a messageI tried multiple times to get in contact with him, but he never answered or called backAt that point my mom said she would help me since I work full time and can’t be on the phone during the dayShe spoke to *** with the local Hague store and has left a message with the guy from TexasShe has called each of them onceTherefore, most of the correspondence has not come from my motherDuring her one phone call with *** he disclosed personal finance information without my permission. Hague may not be doing anything illegal, but the do use high pressure sales tacticsThey do not explain the financial obligation you are signing and how/when to cancelThey get people’s names and phone numbers from places like the entry of the Renaissance Festival, where they have people sign up to try to win a random prizeThe gift cards they promise to provide are not gift cards, but a coupon program
Regards,
*** ***

I called the customer to see if there is something we can do to placate the customer. on 12/26/17 they had a Hague Watermax water system installed. they were given a 3 day right to cancel on this agreement, which they had acknowledged. on 1/25/18 she had decided to purchase the...

system. several weeks later we received word that she had changed her mind. most of the correspondence has come from her mother.  she was given:25 year warranty, parts and laborHague Watermax10 year soap packreverse osmosis We provide excellent service to our 16,000 customers, and always bend over backwards to keep them happy. we will try our best to keep her happy through some offerences. We 100% acknowledge no wrong doing in this occassion, as the dates of purchase and leases will reflect.

Some people will bargain for better prices on the system. Sales reps forego 90% of their commission to give a customer a great deal. If a customer does not push for this, they will not get it. its obviously a case of simple economics. There was no complaint against the company until the information...

was attained of a "better deal for an aqaintance." I am certain this will not solve the dissonance but we will give the customer a free year of filters to help ease the discomfort.  Tell us why here...

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Complaint: 12604436
I am rejecting this response because: My request was to be able to return the water filter. There’s more to this than simply not knowing I needed to haggle in order to not get ripped off. The salesman was dishonest and the sales manager was incredibly rude and unprofessional. We didn’t get the free RO system typically offered with this system and we were steeply overcharged for the entire system. The system does not perform to the level we were told it would. We do not wish to do business with a company like this and want to return the system entirely.
Regards,
[redacted]

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Complaint: 11829061
I am rejecting this response because of a few points. First they did not "test" the water at any point during my engagement with this company so that statement is fause. I specifically stated to the woman on the phone that my water was still cloudy but she said there's nothing they could do about it because of the "carbon in the system and the water was over-aerating." I'm pretty sure I have a carbonless system and the over-aerating comment was pretty much [redacted] Bottom line, the water is still cloudy. However, they did make good on replacing the unit after their technician ruined it during the yearly maintenance which I didn't need in the first place. 
Regards,
[redacted]

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Complaint: [redacted]
I am rejecting this response because:
It is much easier to catch us with email as our work hours vary. 
Regards,
[redacted]

we do not call people but once per entry form. we do not have a call list. we manually call forms that peiopel fill out. on the form it states that entrant may be called regarding a water test. the only way a person may be dialed more than once iis if they never answer the phone to make contact or...

if they fill out multiple forms. we are a family business, not a major telemarkeing fitm, so there is really no way to guard against those that fill out multiplue forms. "One entry per household"iis printed on the form ,however

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Complaint: [redacted]
I am rejecting this response because:
I emailed the hague water company, never did get response back.  The only thing I did get was another bill with writing that we need to send payment or full or they will take legal action.  In my email to them I explained that the sink system was leaking and had to be turned off.  We have bought the last bags of salt and still no response.  Can you forward this on and see what to do next.  I am not getting anywhere and they want $2000 to get rid of the system. 
Regards,
[redacted]

The said customer is behind on their lease by $289. They admitted they were struggling to make their lease payments. Customers are expected to fulfill their lease. we REALLY WORK HARD to re-work the loan when people get behind. we will call the customer and work out a better deal. We cant, however, just erase a debt if the customer is struggling. If our company has done wrong, this complaint should go against us. But, if it is found that we have done no wrong, why should this complaint be held against us????

The equipment was installed at least over a year ago.  Exact date is unknown without going thru all the paperwork.  The equipment is rented not purchased.  They are supposed to care for the equipment regarding salts and updates as they own the equipment.  They have never came and...

updated the equipment other than we had a guy here once we told him it leaked and had a wet spot on it and never heard back.  Hope this helps.Thanks[redacted]

Filter was mailed to them. we apologize if the sales rep ran out of gifts. could you please not hold this against our company in the way of lowering our rating

In response to Mr. [redacted]'s complaint. We did have to send a technician with the capabilities to remove his original unit out of the home after the initial installation. After the trouble with the annual maintenance, we did replace Mr. [redacted]'s unit with a new unit. The water tested great at the last...

service call, and also at all the previous appointments. I have spoke with Mr. [redacted] as a follow up after the latest appointment, and everything is working great. We are here if he needs any assistance in the future.

we will make an exception for this customer and service her unit for free. we changed our warranty in or around 2010 to including all parts and labor if filters are changed every year

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you...

may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

we WILL service the system even if they are behind on the service plan. I will check with the service manager, but it is not typical to NOT service a system when customers are current on their lease. we will also work out a very fair solution to the lease. we will call the [redacted]'s tomorrow

We will then email you to schedule your filter change, if you agree to catch up your past due, which is $367.08 as of 02/24/2015. The last payment we received was in September 2014. The "service charges" are late fees that will accumulate each month if you are behind on your bill. Most companies call the customer's that owe them money, so I do not believe we are in the wrong for doing so. We would have to take legal action if we needed to in the future, and that is why you were told that information. When it comes to the soap we offer, we give you a points package every 2 years of 8,200 points. You can order a value pack of soap which comes with different scents. If you are ordering this soap and using the soap correctly, this should prevent you from having to purchase soap. The lease is a 5 year contract which began July 2012. They are required to make a minimum of 60 payments according to their contract. We are willing to negotiate the remaining balance on the lease, but it seems to be very hard to get a hold of the customer, so we will try the email method from now on.

WE WILL OFFER A FINAL SETTLEMENT. REMEMBER, UNDER THE TERMS OF HER LEASE WE ARE NOT REQUIRED TO DO THIS.