High Peaks Water Services

Regarding Revdex.com Complaint ID [redacted], this ** water softener was installed in 2005 and is beyond any expectation of warranty.  It is also important to understand that the ** Softener is not permanently mounted to the floor and is connected to the home plumbing by the plastic “clip-on” style bypass valve.  Any outside stress on the unit translates to a small chan** in the position of the water softener, in relationship to the home plumbing.

The customer photos are appreciated; yet in 2014 after many years of operation in the home, it is not realistic to hold the installer at issue.  High Peaks Water Services respectfully declines any warranty request for reinstallation of the water softener, and sees the many factors present in the years between 2007 and 2014 as the homeowner’s responsibility.

[redacted] / High Peaks Water Services

Regarding Revdex.com Complaint ID [redacted], this ** water softener was installed in 2005 and is beyond any expectation of warranty.  It is also important to understand that the ** Softener is not permanently mounted to the floor and is connected to the home plumbing by the plastic “clip-on” style bypass valve.  Any outside stress on the unit translates to a small chan** in the position of the water softener, in relationship to the home plumbing.

The customer photos are appreciated; yet in 2014 after many years of operation in the home, it is not realistic to hold the installer at issue.  High Peaks Water Services respectfully declines any warranty request for reinstallation of the water softener, and sees the many factors present in the years between 2007 and 2014 as the homeowner’s responsibility.

[redacted] / High Peaks Water Services

Have had them come out and service our softener three times since we purchased our house. Always very knowledgable and explain things in as much detail as you want. Also they talk about all the options available so you can decide which one is best for you.

They are what you want out of a service business.

High Peaks Water Services. Inc. completed a ** softener installation at this home on 9/7/2005, and also a bypass replacement on 5/23/2007.   At no time during this 7 year period did High Peaks receive any communication or complaints from this customer until our service on 8/22/14.   7...

years, 3 months since our last service exceeds any warranty period of contractors or manufacturers (** parts warranty is 1 year).  

The main complaint of the customer points to an “incorrect” installation, as quoted from our technician on site 8/22.   It is important to understand the role of the Bypass Valve in this installation as the connection piece from the home plumbing to the softener.   The Bypass is a composite plastic assembly and depends on good “alignment” between the softener and connecting pipes.  If this valve is out of alignment, the stress on the plastic may cause a leak, normally close to the time of installation.   Our tech was seeing alignment improvement as an opportunity to improve the installation and recommended replumbing of the softener, partly as the customer wanted to add a new soft water outlet on the outlet piping at the same time.  The customer also states that the ** unit has worked well for many years (9 since install); so the many details of the installation are correct, and no installer negli**nce is present.

** Softeners are also not mounted to the floor and are connected to the home via the plastic bypass.  In our experience the bypass alignment can chan** over time and can be the weak point if the unit is bumped at any time.   The customer also stated to our tech on 8/22, that he had replaced the ** bypass 2 times since 2007.  In this case, he would have disconnected the softener and reinstalled the unit with a possible new alignment. 

High Peaks Water Services respectfully declines any repayment for service completed in 2007 and sees the many factors present in the 7 year period as the homeowners responsibility.

[redacted] / High Peaks Water Services

[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The understanding of the issue by the [redacted] of High Peaks is limited to the information he has received from others.  To comment on a claim without investigating the issue personally, seeing the issue first-hand, provides limited value.  The technician who tended to the issue onsite at my home, representing High Peaks, explained that the installation itself was done improperly and that installation is the cause of the bypass valves continued failure since, in fact, it is a plastic component.  I agree that plastic is suspect to failure when used or installed improperly.  The installation of this water softener, having a plastic bypass connection,

requires perfect alignment and if not installed properly, if not aligned properly, the stress on the plastic component will eventually cause it to crack and fail – a problem I’ve now experienced twice with the current installation that was completed by High Peaks. 

My water softener requires re-plumbing only because High Peaks plumbed it improperly in the first place.  The plumbing in place today is the same plumbing, in the same exact condition, as it was when first installed by High Peaks in 2005.  The suggestion of possible settlement issues being the cause for shifting is unfounded – there is absolutely no evidence of settlement at the installation site including the concrete slab the softener rests on, the home’s soft water loop that was pre-installed by the homebuilder, and there is no evidence of cracking, gaps, or movement of the wall or foundation of any kind whatsoever.  The technician that was onsite would have noticed and mentioned settlement to be the issue if a settlement issue truly existed.

Additionally, as evidenced by the attached pictures, no “bump” of the water softener, which of course contains over a hundred pounds of softening pellets, would cause a stress crack on the top side of the bypass valve.  My system's leak, like the one prior, is on the top side of the bypass immediately perpendicular to the water softener system as identified in the pictures.  It was, without question, the mis-cut copper piping installed by High Peaks, which connects my ** water softener to my soft water loop, that caused the strain on my water softener due to poor alignment, during a negli**nt installation, which led to the stress, cracking and eventual failure of two plastic bypass valves.  The vertical copper piping cut and installed by High Peaks is too long (or in other words, too low) to properly meet the height of the water softener’s bypass.  The pictures clearly show the bypass is not level or square as it should. Thank you, but this is the responsibility of the installer, not the homeowner.

High Peaks’ General Manager can attempt to defend the poor performance of High Peaks and its staff, and can try to defend the poor workmanship of the installer.   I think customers will see through that though and realize that High Peaks simply does not want to acknowledge nor address their negligence.  The company’s response to my complaint, in an attempt to defend, is really nothing more than smoke and mirrors and that behavior of a business with their customer is exactly why I decided to involve the Revdex.com so quickly. The company was and is still happy to take my money while they know the problem I’m experiencing is the direct result of their own negli**nt work.

I do expect to be reimbursed for my out of pocket costs from the repair work completed in 2007 as that repair was needed only because of the improper, negligent installation as mentioned in my original complaint.  Not only for that reason alone but because it should have been covered under High Peaks’ 2-year installation warranty.  Furthermore, I expect that the installation be corrected, or the suggested re-installation occur, in conjunction with the replacement of this second failed plastic bypass component, because the root issue of this failed plastic bypass is their improper and negligent installation.

Should High Peaks correct their mistakes as described in my complaint, claim and responses, I would be happy to drop this case.  Until then, I feel it is important to warn ** and other consumers so that they don’t go through this same experience with High Peaks.

I would like to thank the Revdex.com for their efforts to mediate this issue.  Your work is truly invaluable and I remain optimistic for a positive outcome.

Regards,

I was highly disatisfied with this company and their willingness to work with the customer. I took time off work to be at my home between 9 and 10am to which no one showed. I called and they said I cancelled the appointment. I claimed I did not but they pretty much told me I was lying. I asked if they could still come out and dismiss service fee since I had left work for them and lost wages to be at my home at promised time and the manager Bob said no, so much for the customer first! Waste of my valuable time and money, poor choice not to help me at all and remedy situation!

Review: High Peaks Water Services Inc. completed an installation of a [redacted] water softener for my new build home on 9/7/2005. On 5/23/2007, I had to repair leaking components of the water softener, the bypass system and water softener manifold, which had cracked on their upper side. To this point, I had paid High Peaks for the original installation and another $142.37 for the replacement parts and service work performed to resolve the leaking components.

On 8/22/14, I had to call High Peaks again because the water softener started to leak in the same location. [redacted], the service technician who arrived, reviewed the issue. He explained that the bypass system and water softener manifold are failing because the water softener was improperly installed. He explained and pointed out that the copper piping to the home's soft water loop was not cut at the correct height for the bypass and manifold and because of that, the bypass value and manifold were not level which ultimately causes pressure and strain on these plastic water softener components eventually leading to their failure (cracking).

[redacted] continued to explain to me that High Peaks only provides a 2-year installation warranty, that I would be looking at roughly $200 for this additional repair, that I should really consider "reinstalling" the current system, or better yet, replace the entire system because it is 9 years old. With the exception of this ongoing leak issue, I have been completely satisfied with the performance of this ** water softener. In discussing the issue further with [redacted], who also consulted his manager, it was clear that High Peaks was not interested in claiming responsibility for the faulty installation nor the subsequent problems caused by their faulty installation. They did not suggest any other possible remedies or consideration for me as the consumer impacted by their poor performance.

Due to the improper installation by High Peaks, the improper identification of the faulty installation during the first leak/repair completed by High Peaks, I now have to pay to correct their faulty installation and replace water softener components for a second time at an additional, estimated out-of-pocket cost of $500.Desired Settlement: The desired resolution to this issue is for High Peaks to admit to their faulty installation, admit that I should not have been charged for the first repair since the issue was caused by the faulty installation and it should have been (at the time) covered under their installation warranty, and return to my home to correct the installation and replace the components that have failed again as a result of their faulty installation.

Due to High Peaks' negligence during the original installation of my water softener, I would like to High Peaks to complete the necessary repairs and "reinstallation" at no cost to me, and reimburse me for the previous repair which cost me $142.37.

I am hopeful that High Peaks values their customers and will address and correct the quality of their installation work, restore my confidence in them as trusted service company, and work to retain their integrity for the sake of their customers and their business' success.

I would like it noted that if my desired resolution is not achieved, I will notify ** Appliance of the issues I've experienced with their product as a result of the negligence of High Peaks, recommending to ** that High Peaks be removed as a ** certified service provider.

Business

Response:

High Peaks Water Services. Inc. completed a ** softener installation at this home on 9/7/2005, and also a bypass replacement on 5/23/2007. At no time during this 7 year period did High Peaks receive any communication or complaints from this customer until our service on 8/22/14. 7 years, 3 months since our last service exceeds any warranty period of contractors or manufacturers (** parts warranty is 1 year).

The main complaint of the customer points to an “incorrect” installation, as quoted from our technician on site 8/22. It is important to understand the role of the Bypass Valve in this installation as the connection piece from the home plumbing to the softener. The Bypass is a composite plastic assembly and depends on good “alignment” between the softener and connecting pipes. If this valve is out of alignment, the stress on the plastic may cause a leak, normally close to the time of installation. Our tech was seeing alignment improvement as an opportunity to improve the installation and recommended replumbing of the softener, partly as the customer wanted to add a new soft water outlet on the outlet piping at the same time. The customer also states that the ** unit has worked well for many years (9 since install); so the many details of the installation are correct, and no installer negli**nce is present.

** Softeners are also not mounted to the floor and are connected to the home via the plastic bypass. In our experience the bypass alignment can chan** over time and can be the weak point if the unit is bumped at any time. The customer also stated to our tech on 8/22, that he had replaced the ** bypass 2 times since 2007. In this case, he would have disconnected the softener and reinstalled the unit with a possible new alignment.

High Peaks Water Services respectfully declines any repayment for service completed in 2007 and sees the many factors present in the 7 year period as the homeowners responsibility.

[redacted] / High Peaks Water Services

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The understanding of the issue by the [redacted] of High Peaks is limited to the information he has received from others. To comment on a claim without investigating the issue personally, seeing the issue first-hand, provides limited value. The technician who tended to the issue onsite at my home, representing High Peaks, explained that the installation itself was done improperly and that installation is the cause of the bypass valves continued failure since, in fact, it is a plastic component. I agree that plastic is suspect to failure when used or installed improperly. The installation of this water softener, having a plastic bypass connection,

requires perfect alignment and if not installed properly, if not aligned properly, the stress on the plastic component will eventually cause it to crack and fail – a problem I’ve now experienced twice with the current installation that was completed by High Peaks.

My water softener requires re-plumbing only because High Peaks plumbed it improperly in the first place. The plumbing in place today is the same plumbing, in the same exact condition, as it was when first installed by High Peaks in 2005. The suggestion of possible settlement issues being the cause for shifting is unfounded – there is absolutely no evidence of settlement at the installation site including the concrete slab the softener rests on, the home’s soft water loop that was pre-installed by the homebuilder, and there is no evidence of cracking, gaps, or movement of the wall or foundation of any kind whatsoever. The technician that was onsite would have noticed and mentioned settlement to be the issue if a settlement issue truly existed.

Additionally, as evidenced by the attached pictures, no “bump” of the water softener, which of course contains over a hundred pounds of softening pellets, would cause a stress crack on the top side of the bypass valve. My system's leak, like the one prior, is on the top side of the bypass immediately perpendicular to the water softener system as identified in the pictures. It was, without question, the mis-cut copper piping installed by High Peaks, which connects my ** water softener to my soft water loop, that caused the strain on my water softener due to poor alignment, during a negli**nt installation, which led to the stress, cracking and eventual failure of two plastic bypass valves. The vertical copper piping cut and installed by High Peaks is too long (or in other words, too low) to properly meet the height of the water softener’s bypass. The pictures clearly show the bypass is not level or square as it should. Thank you, but this is the responsibility of the installer, not the homeowner.

High Peaks’ General Manager can attempt to defend the poor performance of High Peaks and its staff, and can try to defend the poor workmanship of the installer. I think customers will see through that though and realize that High Peaks simply does not want to acknowledge nor address their negligence. The company’s response to my complaint, in an attempt to defend, is really nothing more than smoke and mirrors and that behavior of a business with their customer is exactly why I decided to involve the Revdex.com so quickly. The company was and is still happy to take my money while they know the problem I’m experiencing is the direct result of their own negli**nt work.

I do expect to be reimbursed for my out of pocket costs from the repair work completed in 2007 as that repair was needed only because of the improper, negligent installation as mentioned in my original complaint. Not only for that reason alone but because it should have been covered under High Peaks’ 2-year installation warranty. Furthermore, I expect that the installation be corrected, or the suggested re-installation occur, in conjunction with the replacement of this second failed plastic bypass component, because the root issue of this failed plastic bypass is their improper and negligent installation.

Should High Peaks correct their mistakes as described in my complaint, claim and responses, I would be happy to drop this case. Until then, I feel it is important to warn ** and other consumers so that they don’t go through this same experience with High Peaks.

I would like to thank the Revdex.com for their efforts to mediate this issue. Your work is truly invaluable and I remain optimistic for a positive outcome.

Regards,

Business

Response:

Regarding Revdex.com Complaint ID [redacted], this ** water softener was installed in 2005 and is beyond any expectation of warranty. It is also important to understand that the ** Softener is not permanently mounted to the floor and is connected to the home plumbing by the plastic “clip-on” style bypass valve. Any outside stress on the unit translates to a small chan** in the position of the water softener, in relationship to the home plumbing.

The customer photos are appreciated; yet in 2014 after many years of operation in the home, it is not realistic to hold the installer at issue. High Peaks Water Services respectfully declines any warranty request for reinstallation of the water softener, and sees the many factors present in the years between 2007 and 2014 as the homeowner’s responsibility.

[redacted] / High Peaks Water Services