Neptune Water Solutions

We have resolved this issueThank you

Review: When I first signed up with Neptune water I was told my filters would be changed annually. This service would include the filter change. Once my one year hit I requested them to come out and change the filters. They came out and said they didn't need to do that. I told them I wanted the filters changed anyway because I could taste the difference. After multiple requests for them to come out and change the filters eventually they sent an email saying the relationship was finished. Every time they say they're coming to pick up their equipment we have to block off patient times. Therefore we lose potential business. Twice now they've stood us up for equipment pickup and multiple occasions before that on the filter exchange.Desired Settlement: I would like arbitration to resolve the situation and and conclude my relationship with this company I find them very unprofessional. They do not hold up their end of the agreement across the board and I need help facilitating closure.

Consumer

Response:

We have resolved this issue. Thank you.

Review: I contracted Neptune Water in Jan for a home filtration system. I signed a contract for $50 a month to be taken from my debit card on the 8th of each month. They charged my card for $54 on 2/6 and 3/6 and 4/30. Because they charged my account 3 weeks later than they were supposed to the bank paid it but charged me $50 in overdraft fees for other items that were paid causing. I called Neptune on 4/30 and asked them to come and pick up the water filter on Friday 4/2. They never returned my call but showed up on Monday 5/5 to pick it up. This was prior to the contract date of the 8th.Without any notice, receipt or call from them they again charged my debit card on 5/23 in the amount of $17.28(what is this for). I was never given a receipt for the return of the water filter and I was not there when they picked it up.Desired Settlement: I feel they owe me $79.28$12 (4x3)for the monthly overcharge.$50 for bank fees for charging my card on other than contracted dates causing me overdraft fees$17.28 for the charge to my debit card on 5/23

Business

Response:

This response is from Neptune Water Solutions, Inc. to the complaint below:

[redacted] has made the following Claims: 1. Neptune Installed in January, 2. that a contract was signed by her for 50 dollars a month, 3. That she signed up for automatic payment to be charged to her credit card on the 8th of every month, 4. That her card was charged $54 on 2/6 and 3/6 and 4/30, as well as $17.28 on 5/23 , 5. That Neptune Picked up her water cooler on 5/5. 6. That we should refund her $79.28

Here are are the facts behind each of these claims with the attachments as proof thereof:

1. Neptune Installed the water cooler on the 10th of December, not in January, and it was signed for by [redacted].

2. The contract was signed by [redacted] for 12 months for the amount of 50 dollars a month plus 8% sales tax, which equals 54 dollars per month.

3. She did sign up for Automatic payment, but to be charged on or about the 5th of each month, not the 8th.

4. [redacted]'s card was charged on the 2/5/14 for $54, 3/8/14 for $54. Then, when we charged it on 4/5 for $54 it was declined, and we were finally able to get it to go through on 4/29/14 for the payment that was due 4/5. Then on 5/5 we charged it for $54, but it was declined again.

This is the point at which [redacted] called in to have the machine picked up. Despite the fact, that she was obligated to use our service for 12 month, per the agreement she signed, we told her we would pick it up and discontinue her service. The decision was made to do this because she was such a problematic customer we were happy to sever the relationship, even if it required us forgiving her 7 months on the contract she signed with us. In reality she owed Neptune for those months.

On 5/12/14 Neptune picked up her water cooler, and on 5/23 we charged her card the final payment of $17.28 for the amount due between 5/1 and 5/10.

5. We picked up her unit on 5/12.

6. Not only do we, under any circustances, not owe [redacted] any money, as we clearly documented. She, technically, owes us $321.00 for premature cancelation, but we forgave her that just to be done with the relationship, and avoid exactly this sort of issue.

In conclusion, Neptune Water Solutions, Inc. was actually the victim of inappropriate business practices on the part of [redacted] Landscaping. Despite forgiving her 321 dollars that she, technically, owed on her contract still, we were subjected to this defamation, which as we have proven beyond a doubt with the attached documents, was completely invented by [redacted] and has no actual basis in reality. We certainly are thankful for the thousands of satisfied customers that we do have, and despite having a [redacted] Landscaping in there, every once in a great while, we really do appreciate all our loyal customers that we work with every day!

Consumer

Response:

I am rejecting this response because:

I need to

apologize if I have been mistaken.

According to my records my payments should have been deducted on the 8th of the month. Because I was a victim of the

[redacted] credit fraud on my debit card I

keep a very small amount as a balance. If Neptune Water would have called me I certainly

would have made sure they were paid on

time.

I was forced

to use my debit card rather than mailing them

a check or making an on-line payment

myself. My bank had never advised me of the nonpayment status of these

funds.

In addition

to this I was told my monthly payments were $50. I was never advised of any other fee's that

would bring the payment to $54. Again, had I known it would have not been involved in

my complaint.

When I

signed the paperwork at the time of installation the gentleman advised me he

had no way to copy the paperwork so I never received a copy of the contract . I

was not advised that I was in a 12 month contract by him or when I placed the

order.

I can only

imagine how much better this transaction would have gone if Neptune Water would

have done the following customer service action.

Advised

me of the 12 month commitment.Advised

me of the $4 monthly fee to charge my debit card rather than allow me to make

the payment myself.

Had

notified me that I had become a "Problematic Customer" . Perhaps this

is the reason they did not return my call when I called them about the bank

charges to my account.

I do not want anything from Neptune Water other than the opportunity to let them know I am not a "Problematic Customer". I was a customer that was truly blind sighted due to the lack of communication from your company once the unit was installed.

Business

Response:

The answers to [redacted] response/comments that she made about our response to her original claims: