The customer service with this company is terrible. I have had the system for 2 years now. Once a year, the system requires maintenance and filter changes. The first time I made an appointment, the technician did not show up. I called the customer service representative and she stated that the technician was just running late. I called again about an hour later and she stated that they are insufficiently staffed and the technician would not be able to make it out that day. I wasted a vacation day from work waiting on the technician. I rescheduled the appointment and took another day off work. The day of the appointment I waited at home between the indicated hours of my appointment. The technician once again did not show. I called the customer service representative once again and she told me he would be an hour late. The tech did finally show up and performed the maintenance. The customer service representative stated that she was sorry for the inconvenience. I told her that service like that is unacceptable. She offered us a discount on our next service. One year later I called and set up another maintenance appointment. I waited once again for the technician. He did not show up with in the allotted time frame. I called the representative once again and told her this is the same thing that happened last time. She told me they would try and get ahold of him. He finally showed up, 45 minutes late. The rain soft water filtration system is good. I am happy with the product. They vender is terrible. Poor customer service and high prices compared to other vendors.
I just wanted to say that I've had nothing but positive experiences from this company. From Lakyn, who scheduled our appointment to Henry, who serviced our equipment. Nothing but professionalism. I would recommend this company over and over again!
Ray H. Did a wonderful job for us, informed us of features on our water system that we forgot after 25 years. Ray did outstanding work and so kind, now we have good water. He is a Blessing !
Mr. & Mrs. [redacted]
I have rainsoft water and the specialist they sent me Henry L[redacted] was very informative and even though he took over soemone else route he was pleasant and attentive to my specific needs...thanks Rainsoft Lifetime Solutions I would definitely recommend you to my friend s.
Technician Hector T[redacted] serviced our unit on 12-2-2016. He was very efficient and thorough in explaining the test results. He was also quite courteous and patient with our concerns and questions.
Initial Business Response /* (1000, 5, 2014/10/24) */
Mrs. ** was not aware that the company she originally purchased the RainSoft product from in Ohio and our company, Lifetime Solutions are unrelated companies, we just sell the same product. However the RainSoft products do carry a...
legitimate lifetime warranty and since it was reinstalled in California 8 years ago, we will honor that warranty. I believe at this point she is satisfied with what we intend to do.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A manager of the company called me last Thursday on Oct. 20th. He promised he would get a service man to call me that day but no one called until Friday. I spoke with the service man on Friday and scheduled an appointment for him to come out Today, Thursday, October 30th. I warned him the machine is a mess and is still leaking into the green mushy pool around it. He said the head probably needs to be replaced, but I told him the whole thing might need to be replaced because the body is leaking too. Not the separate unit that is the salt container, but the actual filter of the machine is leaking. I am still not happy after the conversation, and actions speak louder than words. I will see how today goes and what repairs can be made and I will keep updating this complaint.
Final Consumer Response /* (2000, 11, 2014/11/03) */
Lifetime Solutions Called me Friday morning and scheduled an appointment with us on Saturday morning. I spoke with [redacted] who was extremely understanding and accommodating going above and beyond to make sure that [redacted] would take care of us on Saturday. He called to tell us we would be getting a brand new valve and filter, pretty much a brand new machine. We had forwarded photos of the old machine on Friday and he said it might be too bad to salvage. He installed the brand new machine and so far it works like a dream. He cleaned up the sludge and mess from the other old machine and took everything away. He was courteous and efficient and we are very happy with the new water softener! Thank you all so much for making amends and taking the extra time and patience to make sure a customer was happy. I am very satisfied with the results and would like to withdraw my initial complaint.
This past Holiday weekend we had a problem with our system under our sink. It stopped giving water from the fresh drinking water spout and from our refrigerator. I called and left a message to see when we could get service. Our service man, James M. from Victorville, CA was booked for the day but went above and beyond by stopping by our home on his way back to Victorville. He was professional, courteous, and friendly. He fixed the problem in no time. My husband and I feel that this was exceptional customer service from the person.
The service call by Jim was excellent, he was professional and very knowledgeable about the equipment. When scheduling my service appointment Rueben was very helpful and courteous.
Tommy was not only polite & professional. He took the time to explain and answer our questions. He called in advance to give us the window for his arrival and in fact was early.
Initial Business Response /* (1000, 5, 2015/04/21) */
The issue has been resolved the consumer just needs to contact Home Depot Citi Bank. The charge of the interest has been removed. Consumer still has until December 13, 2015 to pay off without interest for this charge.
Martin was very professional and helpful in explaining how to flush the system. I finally understand. Thanks. I look forward to having him as my service rep again.
Initial Business Response /* (1000, 5, 2014/07/09) */
The system for Mr. [redacted] was installed nearly two years ago and we had never been contacted by the customer about a leak. We just recently received a demand to pay for damages he claims were caused by us. We are going out today at no...
charge to access the situation.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All they did was to send someone to check the mold under the cabinet they didn't even test the water to see if it's hard and haven't herd anything else from them. Tried to reach them said they were review it.
Final Business Response /* (4000, 9, 2014/07/24) */
On 7/9/14 we sent a service tech to the [redacted] residence to inspect the leak and water damage where we had installed a water system nearly two years prior. The leak clearly has nothing to do with the system we installed. The kitchen sink is separated from the cabinet base and much of the old caulking is gone. Also the kitchen faucet has a large gap where it was installed on the sink. Neither situation has anything to do with what we installed. When water is running, it runs through both mentioned gaps and into the cabinet. Our tech showed Mrs. [redacted] the problem and took pictures. When Mr. [redacted] came home, he spoke with our installation manager [redacted]. Mr. [redacted] claimed it had to be our water that eroded the caulk away (this claim is not even remotely a possibility). [redacted] suggested that he needs to get someone out to reinstall his sink and faucet as soon as possible before further damage occurs.
Tony G[redacted] of the Victorville, CA office has always done an excellent checkup on my water filtration system. This is the second year he checks the rain soft equipment, and he always anwers any questions I might have professionally and politely. He knows the business.
Mr. G[redacted] was very informative and nice. Checked our system at a timely manner.
The customer service with this company is terrible. I have had the system for 2 years now. Once a year, the system requires maintenance and filter changes. The first time I made an appointment, the technician did not show up. I called the customer service representative and she stated that the technician was just running late. I called again about an hour later and she stated that they are insufficiently staffed and the technician would not be able to make it out that day. I wasted a vacation day from work waiting on the technician. I rescheduled the appointment and took another day off work. The day of the appointment I waited at home between the indicated hours of my appointment. The technician once again did not show. I called the customer service representative once again and she told me he would be an hour late. The tech did finally show up and performed the maintenance. The customer service representative stated that she was sorry for the inconvenience. I told her that service like that is unacceptable. She offered us a discount on our next service. One year later I called and set up another maintenance appointment. I waited once again for the technician. He did not show up with in the allotted time frame. I called the representative once again and told her this is the same thing that happened last time. She told me they would try and get ahold of him. He finally showed up, 45 minutes late. The rain soft water filtration system is good. I am happy with the product. They vender is terrible. Poor customer service and high prices compared to other vendors.
Very kind and efficient staff! They take care of their customers.
I just wanted to say that I've had nothing but positive experiences from this company. From Lakyn, who scheduled our appointment to Henry, who serviced our equipment. Nothing but professionalism. I would recommend this company over and over again!
Service provided to us was good and able to answer all the customer questions
Ray H. Did a wonderful job for us, informed us of features on our water system that we forgot after 25 years. Ray did outstanding work and so kind, now we have good water. He is a Blessing !
Mr. & Mrs. [redacted]
Final Consumer Response /* (2000, 5, 2014/08/29) */
I would like to put this on hold, I think they might be willing to make things right
Henry arrived when he said he would, and did an excellent job. He let me know everything he was doing, and was very professional.
I have rainsoft water and the specialist they sent me Henry L[redacted] was very informative and even though he took over soemone else route he was pleasant and attentive to my specific needs...thanks Rainsoft Lifetime Solutions I would definitely recommend you to my friend s.
Technician Hector T[redacted] serviced our unit on 12-2-2016. He was very efficient and thorough in explaining the test results. He was also quite courteous and patient with our concerns and questions.
Initial Business Response /* (1000, 5, 2014/10/24) */
Mrs. ** was not aware that the company she originally purchased the RainSoft product from in Ohio and our company, Lifetime Solutions are unrelated companies, we just sell the same product. However the RainSoft products do carry a...
legitimate lifetime warranty and since it was reinstalled in California 8 years ago, we will honor that warranty. I believe at this point she is satisfied with what we intend to do.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A manager of the company called me last Thursday on Oct. 20th. He promised he would get a service man to call me that day but no one called until Friday. I spoke with the service man on Friday and scheduled an appointment for him to come out Today, Thursday, October 30th. I warned him the machine is a mess and is still leaking into the green mushy pool around it. He said the head probably needs to be replaced, but I told him the whole thing might need to be replaced because the body is leaking too. Not the separate unit that is the salt container, but the actual filter of the machine is leaking. I am still not happy after the conversation, and actions speak louder than words. I will see how today goes and what repairs can be made and I will keep updating this complaint.
Final Consumer Response /* (2000, 11, 2014/11/03) */
Lifetime Solutions Called me Friday morning and scheduled an appointment with us on Saturday morning. I spoke with [redacted] who was extremely understanding and accommodating going above and beyond to make sure that [redacted] would take care of us on Saturday. He called to tell us we would be getting a brand new valve and filter, pretty much a brand new machine. We had forwarded photos of the old machine on Friday and he said it might be too bad to salvage. He installed the brand new machine and so far it works like a dream. He cleaned up the sludge and mess from the other old machine and took everything away. He was courteous and efficient and we are very happy with the new water softener! Thank you all so much for making amends and taking the extra time and patience to make sure a customer was happy. I am very satisfied with the results and would like to withdraw my initial complaint.
Lifetime solutions and Ray H. were very helpful with our yearly maintenance. He checked the systems and explained everything to me.
This past Holiday weekend we had a problem with our system under our sink. It stopped giving water from the fresh drinking water spout and from our refrigerator. I called and left a message to see when we could get service. Our service man, James M. from Victorville, CA was booked for the day but went above and beyond by stopping by our home on his way back to Victorville. He was professional, courteous, and friendly. He fixed the problem in no time. My husband and I feel that this was exceptional customer service from the person.
The service call by Jim was excellent, he was professional and very knowledgeable about the equipment. When scheduling my service appointment Rueben was very helpful and courteous.
Service was excellent I highly recommend
Tommy was not only polite & professional. He took the time to explain and answer our questions. He called in advance to give us the window for his arrival and in fact was early.
Initial Business Response /* (1000, 5, 2015/04/21) */
The issue has been resolved the consumer just needs to contact Home Depot Citi Bank. The charge of the interest has been removed. Consumer still has until December 13, 2015 to pay off without interest for this charge.
Martin was very professional and helpful in explaining how to flush the system. I finally understand. Thanks. I look forward to having him as my service rep again.
Initial Business Response /* (1000, 5, 2014/07/09) */
The system for Mr. [redacted] was installed nearly two years ago and we had never been contacted by the customer about a leak. We just recently received a demand to pay for damages he claims were caused by us. We are going out today at no...
charge to access the situation.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All they did was to send someone to check the mold under the cabinet they didn't even test the water to see if it's hard and haven't herd anything else from them. Tried to reach them said they were review it.
Final Business Response /* (4000, 9, 2014/07/24) */
On 7/9/14 we sent a service tech to the [redacted] residence to inspect the leak and water damage where we had installed a water system nearly two years prior. The leak clearly has nothing to do with the system we installed. The kitchen sink is separated from the cabinet base and much of the old caulking is gone. Also the kitchen faucet has a large gap where it was installed on the sink. Neither situation has anything to do with what we installed. When water is running, it runs through both mentioned gaps and into the cabinet. Our tech showed Mrs. [redacted] the problem and took pictures. When Mr. [redacted] came home, he spoke with our installation manager [redacted]. Mr. [redacted] claimed it had to be our water that eroded the caulk away (this claim is not even remotely a possibility). [redacted] suggested that he needs to get someone out to reinstall his sink and faucet as soon as possible before further damage occurs.
Tony G[redacted] of the Victorville, CA office has always done an excellent checkup on my water filtration system. This is the second year he checks the rain soft equipment, and he always anwers any questions I might have professionally and politely. He knows the business.