Professional Water Systems, Inc.

I had purchased a water softener and a water filter and needed them installed Through a recommendation, I contacted Professional Water System I spoke to Andrew and he advised that the cost would be between $and $ I readily agreedThe technician arrived promptly at the appointed time and proceeded to do an excellent and thorough installation It took approximately hrs When done he presented me with a bill for $and advised that it was higher than the estimate because he had to replace the pressure gauge on the holding tank attached to the well pump After I paid him I asked for a copy of the bill, but the technician advised me that the billing system did not allow for copies and that one would be emailed to meAfter a couple of weeks without getting a copy of the bill, I received an invoice from Professional Water Systems for and additional $ When I called Andrew to ask why, he told me that thr technician only charged for hour instead of When I asked why it was so much higher than the estimate, he said he quoted without seeing the job Seems to me that a company that has been in business since would have a better estimate as to how much a fairly simple installation would cost

After buying our first home with a well we received a welcome wagon package that included a free water test by Professional Water SystemsMy wife made an appointment for a Saturday morning so that I could be there to ask questionsVice President Paul H*** came out promptly and on time, tested the water, inspected the well and equipment, explained how it worked, and suggested that I have the water tested for radon again now that the house was occupied and told me where to get the test kitHe said that if the radon was within limits then what I had here was all that was neededHe explained in great detail what chemicals I would need if everything was OKWhen the test came back I emailed him the results and he promptly responded and said all was well with my systemTo be on the safe side I requested a service appointment, their technician James came out on time serviced everything explained to my wife how everything worked and left detailed instructions for meWhen I received their bill in the mail afterwards I was pleasantly surprisedThey didn't try to push me to buy anything and in fact acted more like a friend rather than a business looking for additional salesI would highly recommend them and won't even look to buy the chemicals or filter cheaper onlineThey earned my business and trust

Complaint: [redacted]
I am rejecting this response because: the vendor has not made sufficient effort to resolve my complaint.
Sincerely,
[redacted]

[redacted] and I  have been playing phone tag for the last couple weeks and traded emails. At her request I put together an itemized list of the services and service frequency required for her filtration system and associated costs. We stand behind everything we do and if there are outsanding...

issues we will resolve them typically at no charge unless they are related to parts not under warranty. I did receive the message on the 16th but was out of the office on the 16th and most of the 17th. I would add that we take our reputation seriously and are not in the business of pushing product that is not needed. Its seems that there is confusion that should be resolved easily through discourse. I apologize for the delay in handling this matter.

I had a lengthy conversation with [redacted] and her father this morning. It seems that most of the complaint is based on a hot water issue but we are going tomorrow morning to check the filtration systems at no charge. I am also pulling water samples(hot and cold) to be indepedently tested at a state certified lab at my expense to confirm that the water system is working as it should be and this may be an issue just in the hot water. Based on the results of the samples I will address the concerns accordingly. I hope we can agree that this is a fair approach to solving her problems.

I had purchased a water softener and a water filter and needed them installed. Through a recommendation, I contacted Professional Water System. I spoke to Andrew and he advised that the cost would be between $350 and $400. I readily agreed.
The technician arrived promptly at the appointed time and proceeded to do an excellent and thorough installation. It took approximately 3 hrs. When done he presented me with a bill for $450 and advised that it was higher than the estimate because he had to replace the pressure gauge on the holding tank attached to the well pump. After I paid him I asked for a copy of the bill, but the technician advised me that the billing system did not allow for copies and that one would be emailed to me.
After a couple of weeks without getting a copy of the bill, I received an invoice from Professional Water Systems for and additional $214. When I called Andrew to ask why, he told me that thr technician only charged for 1 hour instead of 3. When I asked why it was so much higher than the estimate, he said he quoted without seeing the job. Seems to me that a company that has been in business since 1980 would have a better estimate as to how much a fairly simple installation would cost.

Review: In May 2014, we asked professional water to come and take a look at our filter, given the water had a decidedly rusty look to it. They came, added chemicals and left, saying that the filter was not working before and should now.

I also asked them to shock our well due to issues we had with bacteria.

In Aug 20, the water was still coming out rusty. I called them and they were defensive, saying it couldn't be the filter, and that it was probably our pipes or a leaky toilet. They agreed to send someone over to check if our toilets were the cause and to explain to us.

On Aug 27, the technician came and said our filter was stopped up and needed to be rebedded. I asked them why they hadn't caught this back in May as part of their inspection and maintenance. They did not have a good answer.

On Sep 2, they rebedded our filter and added chemicals. It took 2 days before the water was clear.

On Sep 10, a technician came to deliver salt for our Water softener. He tested the water and found the hot water still appeared to have iron in it. He chlorinated the water again by adding potassium pomegranate into our hot water tank. He told us it should take half an hour of running the water to clear. It actually took 4 hours to clear the rust that came through our faucets. He also invoiced us $46 for 15 min of service and $11 for a bottle of stain remover which we didn't ask for. (He tried to sell us a new adapter for our softener for $200 which we turned down.)

On Sept 13 I noticed that rust was starting to come through again in our cold water again leaving a residue in our cooking ware. I called [redacted] the GM at PW on Sep 16 and left a message to complain, asking him to call me back.

On Sept 18 I noticed a charge of 544 from PW on my credit card bill. Not only have they not returned my calls, they have charged my credit card without my authorization.Desired Settlement: Respond to my call, do not charge my card without my authorization, address my rusty water.

The prices for the services are exorbitant and hasn't fully solved the issue.

Stop peddling us items we don't need and please resolve our issue.

Business

Response:

[redacted] and I have been playing phone tag for the last couple weeks and traded emails. At her request I put together an itemized list of the services and service frequency required for her filtration system and associated costs. We stand behind everything we do and if there are outsanding issues we will resolve them typically at no charge unless they are related to parts not under warranty. I did receive the message on the 16th but was out of the office on the 16th and most of the 17th. I would add that we take our reputation seriously and are not in the business of pushing product that is not needed. Its seems that there is confusion that should be resolved easily through discourse. I apologize for the delay in handling this matter.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the vendor has not made sufficient effort to resolve my complaint.

Sincerely,