Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
*** *** called the Revdex.com yesterday and stated that there is calcium buildup and this still needs a resolutionAlso on 8/she mailed water samples and has not heard back regarding this
We havd no way of knowing in advance of our visit that customers transformer was in need of replacement. Service Technician suggested to expedite the matter we would [redacted] the transformer to her husband and he could plug it into the UV lamp. Service was done and I reduced the price by $25.00. Customer seemed to have been pleased with the price reduction.
Should you have any further questions, please get back to me. Thank you.
Neptune Soft Water, Inc.1919 Teall AvenueSyracuse, NY 13206
An Independent Laboratory chosen by the customer confirmed that the Neptune system is working properly. The samples sent to us all tested zero, soft water. I don't know what else we can do at this time. I left several messages with the customer, but have not had a returned call.
V.T.Y
[redacted]
P.S Your emails keep going to junk mail, any advice.
Neptune Soft Water, Inc.
1919 Teall Avenue
Syracuse, NY 13206
call every month and ask for detergent - I spoke to the woman who answers the phone (I believe her name is [redacted]) at least 50 times in the last year. She will attest to this. I do eventually get dishwashing soap and laundry detergent but it takes almost a month from when I call - and I keep calling until I have been told it is "in stock". Someone did come to fix the water softener and put a lightbulb in HOWEVER the transformer was broken and they couldn't fix it. Their solution is to send me the transformer - have my husband install that - and then have my husband put the lightbulb in and see if it works. I still was charged a service fee even though mu husband has to actually be the "service guy". I am happy to pay for the lightbulb and the filter however I do not feel I should have to pay for the "service" since 1) he really didn't fix the problem 2) my husband has to actually do the "repairs" and 3) I waited for almost 6 weeks for the parts to come in and for someone to come to my house.
I have spoken to [redacted] and told him that I think his company has the worst possible customer service and that I would absolutely not recommend Neptune to anyone. He just chuckled the entire time I was on the phone. He apparently thinks this whole fiasco is a big joke.
I have just returned from vacation and the part (the transformer) is here so my husband will install it this evening. When the repairman could not fix it 8 days ago when he was here, I thought for sure [redacted] would call and apologize that I waited to almost 2 months for someone to come, and yet when he walked away, it still was not fixed. The repairman asked me to pay the bill but I said no. When I got home today there was a message from [redacted] - with his cell phone number. It is amazing that when he wants me to call HIM back he leaves his cell even though I have asked for his cell phone number numerous times and was told they could not give it to me.
I still feel that I should ABSOLUTELY NOT have to pay for a service fee - especially since he really didn't provide any "service". I look forward to your response. [redacted]
Revdex.com spoke to [redacted] today. He stated that there is no calcium in the water as the water was tested. There might be sediment coming from someplace else that is being left in the pipes. Think of it as boiling water and forgetting about it. It evaporates and there is a residue left. He does not know where the consumer can go to get this looked at.
To Whom It May Concern:
As early as 8/11/14 we visited the customers residence, tested the water, and the water was soft. We have been there several times and it has always checked out soft These tests were done with the customer present. I can understand the customers frustration But...
the system to soften the water is working properly. However we are ready willing and able to help the customer resolve these other issues. On August 22, 2014 the customer called and said she thinks she has petroleum in the water or Ecoli. She said she can smell Ecoli in her water. I explained that testing would have to be done regarding these other issues. We will stay on this to resolution.
Very truly yours,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Revdex.com spoke to [redacted] today. It is understood that the system is working. However, the calcium buildup is still an issue. What can Neptune do about this buildup. If nothing can be done, what can they recommend on how to fix this?
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
*** *** called the Revdex.com yesterday and stated that there is calcium buildup and this still needs a resolutionAlso on 8/she mailed water samples and has not heard back regarding this
We havd no way of knowing in advance of our visit that customers transformer was in need of replacement. Service Technician suggested to expedite the matter we would [redacted] the transformer to her husband and he could plug it into the UV lamp. Service was done and I reduced the price by $25.00. Customer seemed to have been pleased with the price reduction.
Should you have any further questions, please get back to me. Thank you.
Neptune Soft Water, Inc.1919 Teall AvenueSyracuse, NY 13206
An Independent Laboratory chosen by the customer confirmed that the Neptune system is working properly. The samples sent to us all tested zero, soft water. I don't know what else we can do at this time. I left several messages with the customer, but have not had a returned call.
V.T.Y
[redacted]
P.S Your emails keep going to junk mail, any advice.
Neptune Soft Water, Inc.
1919 Teall Avenue
Syracuse, NY 13206
I...
call every month and ask for detergent - I spoke to the woman who answers the phone (I believe her name is [redacted]) at least 50 times in the last year. She will attest to this. I do eventually get dishwashing soap and laundry detergent but it takes almost a month from when I call - and I keep calling until I have been told it is "in stock". Someone did come to fix the water softener and put a lightbulb in HOWEVER the transformer was broken and they couldn't fix it. Their solution is to send me the transformer - have my husband install that - and then have my husband put the lightbulb in and see if it works. I still was charged a service fee even though mu husband has to actually be the "service guy". I am happy to pay for the lightbulb and the filter however I do not feel I should have to pay for the "service" since 1) he really didn't fix the problem 2) my husband has to actually do the "repairs" and 3) I waited for almost 6 weeks for the parts to come in and for someone to come to my house.
I have spoken to [redacted] and told him that I think his company has the worst possible customer service and that I would absolutely not recommend Neptune to anyone. He just chuckled the entire time I was on the phone. He apparently thinks this whole fiasco is a big joke.
I have just returned from vacation and the part (the transformer) is here so my husband will install it this evening. When the repairman could not fix it 8 days ago when he was here, I thought for sure [redacted] would call and apologize that I waited to almost 2 months for someone to come, and yet when he walked away, it still was not fixed. The repairman asked me to pay the bill but I said no. When I got home today there was a message from [redacted] - with his cell phone number. It is amazing that when he wants me to call HIM back he leaves his cell even though I have asked for his cell phone number numerous times and was told they could not give it to me.
I still feel that I should ABSOLUTELY NOT have to pay for a service fee - especially since he really didn't provide any "service". I look forward to your response. [redacted]
Revdex.com spoke to [redacted] today. He stated that there is no calcium in the water as the water was tested. There might be sediment coming from someplace else that is being left in the pipes. Think of it as boiling water and forgetting about it. It evaporates and there is a residue left. He does not know where the consumer can go to get this looked at.
To Whom It May Concern:
As early as 8/11/14 we visited the customers residence, tested the water, and the water was soft. We have been there several times and it has always checked out soft These tests were done with the customer present. I can understand the customers frustration But...
the system to soften the water is working properly. However we are ready willing and able to help the customer resolve these other issues. On August 22, 2014 the customer called and said she thinks she has petroleum in the water or Ecoli. She said she can smell Ecoli in her water. I explained that testing would have to be done regarding these other issues. We will stay on this to resolution.
Very truly yours,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Revdex.com spoke to [redacted] today. It is understood that the system is working. However, the calcium buildup is still an issue. What can Neptune do about this buildup. If nothing can be done, what can they recommend on how to fix this?