Matilija Pure Water

Complaint:
I am rejecting this response because:
I told M*** to pick his stuff up and get it off my property over weeks ago and not only has that not happened, they've even sent me a bill even though they know that not only was the system NOT doing what it as sold as for YEARS, but it's not being usedThey need to get this stuff off my property NOW, reverse this bill and DELETE all my contact informationI will NEVER use them again nor will I EVER recommend them -quite the opposite.
I know that M*** doesn't have the integrity to refund the money I paid for years because I believed what HIS salesman told me - I accept thatBut to have him refuse to pick up his crap until I filed a complaint with the Revdex.com in hopes of trying to get a last bill in is unconscionable, even for M***He's known that his old equipment was disconnected and unused for over weeks now, could have had his guys come over ANY TIME to pick it up, but wanted to try to dummy up another month of billingI even wrote a bad post on their Facebook page, which he cried to Facebook about so they took it downAs I said in that post a couple of weeks ago - I WANT THEM TO COME AND GET THEIR *** OFF MY PROPERTY!!!! The only thing that has stopped M*** from doing this is his greed, lack of management ability and complete lack of understanding of the concept nor cost of Ill WillI've NEVER prevented them from coming to get their stuffThe only reason that they are doing it now is he can't boo hoo to the Revdex.com to get the complaint removed - he actually has to grow up and address his problem
Regards,
D*** ***

I want to take this time to give a positive review to this company I have been with this company for a little over a year now and I can not be happier I have both a water softener and a reverse osmosis unit Soon after I got both units installed I quickly noticed the difference in the high quality water
I have had only a couple of minor problems but that were quickly resolved by simply calling their main office They truly have overwhelming Customer Service They were able to quickly schedule an appointment for a technician to come out and both diagnose and fix the problem at hand The office staff and technician were knowledgeable, courteous, and helpful You just get that feeling that they truly care about their customers and both strive and make an effort to meet all of their customers' needs to the best of their ability I definitely appreciate the follcalls after a day or so just to see how the appointment went and if the technician did a great job and so forth That really shows how much this company cares about their customers and stands behind their products and services
I recently received a courtesy call for a filter change which, by the way, I was definitely do for I have such a busy work schedule that I do not have time to remember things like these So I thanked them for calling me and scheduling an appointment I definitely do not want to be drinking dirty water Knowing that this has only been a year with this company I asked them if they will always call me each time for a filter change or if can make it an occurrence for them to call At that moment as we spoke the kind Customer Service Representative who answered the phone had already set me up for them to give me a courtesy call for filter changes I was truly impressed by their fast/prompted responses and thanked them for being so helpful
I have recommended this company to friends and family of which some have signed up for services and have experienced the same overall high quality products and exceptional service I would honestly recommend this company to anyone and just know that you would not be disappointed

Complaint: 11421436
I am rejecting this response because:I told M[redacted] to pick his stuff up and get it off my property over 2 weeks ago and not only has that not happened, they've even sent me a bill even though they know that not only was the system NOT doing what it as sold as for YEARS, but it's not being used. They need to get this stuff off my property NOW, reverse this bill and DELETE all my contact information. I will NEVER use them again nor will I EVER recommend them -quite the opposite. I know that M[redacted] doesn't have the integrity to refund the money I paid for years because I believed what HIS salesman told me - I accept that. But to have him refuse to pick up his crap until I filed a complaint with the Revdex.com in hopes of trying to get a last bill in is unconscionable, even for M[redacted]. He's known that his old equipment was disconnected and unused for over 2 weeks now, could have had his guys come over ANY TIME to pick it up, but wanted to try to dummy up another month of billing. I even wrote a bad post on their Facebook page, which he cried to Facebook about so they took it down. As I said in that post a couple of weeks ago - I WANT THEM TO COME AND GET THEIR [redacted] OFF MY PROPERTY!!!! The only thing that has stopped M[redacted] from doing this is his greed, lack of management ability and complete lack of understanding of the concept nor cost of Ill Will. I've NEVER prevented them from coming to get their stuff. The only reason that they are doing it now is he can't boo hoo to the Revdex.com to get the complaint removed - he actually has to grow up and address his problem.
Regards,
D[redacted]

One of the worst customer service experiences in my life. I called to report damage to the area around the tank after the service employee struggled with it and failed to change the tank. The employee reported encountering problems changing the tank but denied causing any damage to the area (chipped paint and broken sprinklers). Once aware of the damage, the owner of the company didn't bother to inspect the damage, didn't give credit to my eye-witness account, didn't want pictures of the damage and simply stated that he was "siding with his employee" who denied causing any damage. I was simply reporting the damage so they could be more careful in the future. I didn't ask for any reparation. I ended up feeling insulted by the owner who didn't believe me. I'm cancelling my service because this is a company I no longer respect and trust. The owner could not even say he was sorry for the damage--let alone take responsibility.

This customer has not allowed for our customer service dept. to get more than one or two words in edge wise. When he originally called to voice his concerns with our company the call ended with him hanging up on us, which we called him back right away and left a voicemail. We then called him back...

the following week and left a voice message, all in hopes of figuring out a resolution. Not until this last Thursday did he call us insisting we remove the equipment that day,,,, which was not possible. This made him very upset and he proceeded to yell at our receptionist again. He will call and yell and yell and then either we have to hang up or he does. We want nothing more than to move on from doing business with this customer and if he will allow us onto his property without harassing our employees we are happy to schedule the apt.

I have been a customer for a few years now and Matilija has always provided me with great service. I have a soft water exchange tank service with them and I have yet to run out of soft water once. Before I had Matilija I was using another company here in Santa Barbara and would run out of soft water all the time. I highly recommend this company if you are looking for a great company with a great product.

Review: In the Water Business inherently there will be issues with water damage and repairs. Matilija Water has made it there policy to exclude their responsibility arising from equipment failure. In a rental we had their Reverse osmosis water system under the sink. It over time sprung a small leak causing damage to the cabinetry. They are refusing to repair the damage. The second issue I have with them upon installation of new service at our home we just purchased they incorrectly installed the new water softener leaving it leaking. Not wanting excessive water charges I repaired the leak myself. It was then that I noticed the softeners bypass system had never been turned off in order for softener to begin working. The other issue is they did not leave a timer head cover which left the timer open to the elements setting this unit up for early failure. I have called them on many occasions asking them to work with me but they refuse. Mind you I have been a customer of theirs for over 13 years and this is how I am getting treated.Desired Settlement: I would like repairs made to the rental unit where their equipment failed and caused damage.

Business

Response:

Aurora (Rick's wife) called in on 8/5/13 and informed us that she was moving from their previous property (5549 stanford st) over to a new address on the same street (5513 stanford st) which was a home they had purchased and were going to move in 8/9/13. She asked if we could install a new automatic softener and a reverse osmosis in her new home. so Eric (sales maanger) went out on 8/8/13 and scoped out the new address and signed them up for the service they requested. I also waived their installation and actually gave them a bigger unit for the same price they were paying for one that was smaller. as Eric was signing the paperwork, Rick brought up some water damage under the sink that he said was caused from our reverse osmosis unit. Eric let them know that he would bring it up to general managers attention. On 8/13/13 we installed the new softener and reverse osmosis in the new property. on 8/15/13 rick called in and complained about a leak coming from new softener we installed and also complained that we did not put a cover on the actual control valve. I apologized and said that we had already ordered a cover and that I wanted to schedule a tech to come out and fix problem. he specifically said dont worry he would take care of it. I asked if he was sure he said yes. he then asked if we were going to cover the damage to his old property because his old landlord was going to charge him. I then told him that it clearly states on the back of our agreement that once we install any equipment, we are not liable for any damages whether its directly or indirectly caused by the equipment. he then threatened to cancel his new service and contact Revdex.com and along with that he would also submit a negative article about us to yelp. he said I needed to get this done and he would call me back the next day. rick called back on 8/16/13 and asked for update. I told him again that we were not liable and again it states it clearly on the back of the agreement he signed. however I did offer him 2 free periods for the inconvinience which added up to a $120 credit. he then got mad and raised his tone and said thats not enough money and that would even cover half the damage. which I also contacted the owner of damaged home (Carmella) and she said they havent even got a quote on the damage. rick was cussing a lot and said if we cant repair that then cancel his new service. so I said sure if you want to cancel you have to put a 30 day notice in before we pick up our equipment which it states that as well on the back of the agreement. he said yes I would like to put my 30 day notice in but he added that if we did not fix the damage at his old property do not dare step on his new property to get equipment. Also to add, these customers are constantly late on there bill and get almost 1 late fee every month. we bent over backwards for these customers.

Review: I purchased a hot water heater from this company. They provided a 12-year warranty on the device and it has failed within that period and they are not honoring the warranty.I have been a client for 25+ years, but this is a terrible indication of their business ethic.Buyer beware.Desired Settlement: Reimburse for cost of replacing and installing a hot water heater that has been completed to provide hot water for my family

Review: I have a rented water softening unit from Matilija which is quite old and it has had functioning issues over the years and now has not been working since late last year.The person who answered the phone said they would replace the unit but when the tech comes out he tries to fix it.I even asked about purchasing a new unit since I had been renting for years and would I get a discount. The quote I got was for a unit that I did not get specifics for (make, model, etc) and the price was high. I asked for details and have yet to get a reply.I have sent repeated e-mails to no avail.The company continues to bill me although I have asked for the unit to be removed.The person answering the phone says they have now restructured the management.I want a cleared $0 balance and this unit removed.Desired Settlement: Cleared balance of monthly rental feesRemoval of this defunct softening unit.

Business

Response:

Customer first called 11/26/12 to report that her rental automatic softener was not working. See attached, work order #61958. Our techinicain found no problem with the rented equipment, both hot & cold water tested 1 grain of hardness. He did provide a quote for the purchase of a new water softener system at the customer's request.

The customer called back on 03/18/13 to report that the rental system was not working. The same technician tested the softener and reported hard water found, and scheduled a callback with the customer to retest the water on 03/26/13 after the softener had regenerated before making a final determination whether or not the softener needed to be replaced.

The same technician went back as scheduled on 03/26/13 to retest the water. The customer was not home, the techinician did not find samples of the hot and cold water set out for him to test, and he did not have access to obtain samples of water that he could test. The technician left a door tag, called the customer and left a message requesting that she call to reschedule a water test.

On 06/05/13, the technician emailed the customer with a quote for a replacement system, and asked her to call him if she had any questions. The customer emailed a reply on 06/05/13 asking for more specific information. The technician replied by email with an updated quotation on 06/11/13.

On 06/20/13 the technician sent a copy of the previous emails with the updated quotation attached to the customer. He did not receive a response from the customer giving him the go-ahead to schedule the replacement of the existing rental softener with new purchased equipment.

On 07/15/13 the technician received an email from the technician indicating that she had not received any response to her requests for information. The customer still has equipment rented from Matilija Pure Water Systems installed at her address. Her rental has not been paid since the 01/24/13 closing date, and is now in arrears for 8 billing periods.

I want to take this time to give a positive review to this company. I have been with this company for a little over a year now and I can not be happier. I have both a water softener and a reverse osmosis unit. Soon after I got both units installed I quickly noticed the difference in the high quality water.

I have had only a couple of minor problems but that were quickly resolved by simply calling their main office. They truly have overwhelming Customer Service. They were able to quickly schedule an appointment for a technician to come out and both diagnose and fix the problem at hand. The office staff and technician were knowledgeable, courteous, and helpful. You just get that feeling that they truly care about their customers and both strive and make an effort to meet all of their customers' needs to the best of their ability. I definitely appreciate the follow-up calls after a day or so just to see how the appointment went and if the technician did a great job and so forth. That really shows how much this company cares about their customers and stands behind their products and services

I recently received a courtesy call for a filter change which, by the way, I was definitely do for. I have such a busy work schedule that I do not have time to remember things like these. So I thanked them for calling me and scheduling an appointment. I definitely do not want to be drinking dirty water. Knowing that this has only been a year with this company I asked them if they will always call me each time for a filter change or if can make it an occurrence for them to call. At that moment as we spoke the kind Customer Service Representative who answered the phone had already set me up for them to give me a courtesy call for filter changes. I was truly impressed by their fast/prompted responses and thanked them for being so helpful.

I have recommended this company to friends and family of which some have signed up for services and have experienced the same overall high quality products and exceptional service. I would honestly recommend this company to anyone and just know that you would not be disappointed.

This company services my water softener for salt & they are great and hard working drivers and nice office staff. I normally don't do this sort of stuff but I am happy.

One of the worst customer service experiences in my life. I called to report damage to the area around the tank after the service employee struggled with it and failed to change the tank. The employee reported encountering problems changing the tank but denied causing any damage to the area (chipped paint and broken sprinklers). Once aware of the damage, the owner of the company didn't bother to inspect the damage, didn't give credit to my eye-witness account, didn't want pictures of the damage and simply stated that he was "siding with his employee" who denied causing any damage. I was simply reporting the damage so they could be more careful in the future. I didn't ask for any reparation. I ended up feeling insulted by the owner who didn't believe me. I'm cancelling my service because this is a company I no longer respect and trust. The owner could not even say he was sorry for the damage--let alone take responsibility.