Hague Quality Water

Review: It's been a couple of years and I was going to pursue action through the courts and may still if statue of limitations has not ran out, but I did have my attorney send letters in an effort to get it resolved without doing so. I had a pinhole in the inner tank of my water softener that was a manufacturer issue. In the contract it states that they would pay 100% shipping if that was the case and there was no question it was. So they removed the tank and had to ship it and I waited for almost 2 wks. They told me I would have to pay $600.+ dollars in shipping once they got it. I explained to them to read the contract and to my surprise they said, which let me tell you this was (strictly through messages given to me from the owner by the receptionist,because he would never talk to me). So my attorney sent a letter to the manufacturer who replied to me that it is up to the dealership to honor that or not. I couldn't believe it. Now they had my tank and was holding it hostage for the S&H. So I had to pay it and the tech came out and put it back. I figured I would just go to small claims and still am going to check, but I had to work and I was so stressed out having to pay all that to get it back that I was physically ill. I advise anyone that is going to purchase or have any work done, to have the owner himself hand write what they will do in that situation before letting them take anything out. As far as I am concerned this man should not be in business at all. I felt sorry for the receptionist. I could tell she was not happy with what this man was telling her to say to me. She tried to be very helpful but I knew her job was on the line. She knew he was being very shifty. DO NOT DEAL WITH THIS COMPANY. I would rather get a whole new system from some other company then to get service from this guy.Desired Settlement: Give me my $600.00 back. I paid for the service call on top of that and I shouldn't have had to pay any shipment because it was a manufacturer issue 100%...

Business

Response:

This is in response to [redacted] complaint. Per the manufacturer of the equipment purchased by Christine, they will replace tanks at no cost for the tank, but must pay the shipping. We waived the service call fee for Christine for coming to re-install the new tank. We cannot waive the shipping fee that is owed to the manufacturer. There was absolutely a miscommunication concerning this matter. We are sorry to hear that this caused her such distress. By waiving the service call fee to re-install the new tank, we feel that we met our requirement in this situation.

Consumer

Response:

When there was a manufacture issue with the inner tank of my water softener, I was charged for the tech to come out and check it out $135. He removed it and said they would have to exchange it because it was not repairable. I checked on the warranty which said it was covered for 25 years, 100%. It does state that the parts were to be returned by Hague directly to me freight collect but that did not happen. He told me I would have to contact the manufacturer Hague in Groveport, Ohio, which I did a certified letter and told his receptionist to tell me "Good Luck with that". They did respond to my letter stating that this person contacted the dealer at Hague Pure Water Inc whom I was dealing with [redacted]-owner and he told them that he provided me with an itemized statement of the charges. And also stated that the dealers are independently owned and operated, and they arrange their own terms, and they would have the receipts and documentation of freight charges. So this statement he told them he gave me was a service order paper that the tech gave us at the beginning which showed the $135.00 and [redacted] doctored that and put $600.00 shipping. Then he sent a statement saying =TANK DEP- $200. SERVICE CALL=$135. , S&H $250.00, REMOVAL-& INSTALL $350.00 TTL=$600. I actually paid the $135.00 + $600. which he said was S&H but after I wanted the original freight receipt showing the $600. charge he made this typed by his receptionist. He still has not come forth with the original which I feel I am entitled to see.It has been a long journey and I have had some medical issues so things got sidetracked for a couple of years but I want the original copy. I paid for it and I am entitled to it. That trumped up Service charge was never mentioned until I pushed through my attorney service, about why I could not have the freight receipt that showed it was $600.00. He is not to be trusted. My softener is broke down again but I will never have him touch it. I will go through my home warranty now.

Business

Response:

As per the warranty, any labor charges are not covered under the warranty. This happened quite a number of years ago and it will take my office staff extra time to search for these documents. The charges were all correct per the warranty.

Do not use this company!

Their technicians are great and the equipment is pretty good, but the office staff is incompetent and they lie. I requested a quote to have my softener unit and the RO system moved. It took them multiple days and phone calls to get back to me. I received what I believed was the quote and signed the contract. Two days before the work was to be performed I received a call to confirm the appointment. On the phone message it said they were just moving the unit not the RO. I called to verify that the RO unit was also scheduled as that was what I asked for and believed that I signed the contract for. I was told yes that it was a mistake on the message and that the unit was also included.

The day of the technician gets my unit moved and then gets in his truck like the job was done. I asked him about the RO unit and he says it’s not on the work order. He calls into the office and they tell him I only approved the unit and not the RO unit. Sure enough looking at the quote there was no specific mention of the RO unit, which I thought was included in the model information when I signed. I had to pay an additional amount to get them to move the RO unit. I should also note that my husband is dying of cancer and I had to borrow the funds to pay for the unit to be moved so I could not afford the additional cost.

Looking through my correspondence there was only the one quote; they did not send me two quotes to choose from. When I called to find out what happened, they couldn’t tell me they needed to look into it and get with the owner to find out. I told them they had until Monday. On Wednesday they contact me to tell me I wrote the check payable to the company’s name on the truck and that they needed me to reissue the check, no mention of the error. I responded asking about it and their response was that the manager had been out all week and the sales person was waiting for them to return to work.

I decided to hold the check to see if they would even get back to me. It has now been two and a half weeks and they still have not responded, but did contact me about the check again.

This company does not care about their customers and does not stand by their work when they make a mistake. I will never use this company again and you shouldn’t either.