Quality Water Treatment

Good Afternoon [redacted] It has come to my attention you disagree with the current statement showing a balance of $After reviewing the account and complaint it appears there may have been miscommunication by both parties It appears prior to receiving treatment you signed our "Welcome Letter" (attached) explaining your insurance and estimated costs However, after receiving treatment and further understanding you had a deductible to be met prior to your insurance covering you wanted to continue on our Cash Pay plan and intended us to change your account to the cash pay rate of $and not bill your insurance At that time a Cash Pay agreement should have been signed however I do not see that one was What appears to be a miscommunication, I have written off the remaining $owed as a courtesy and attached a zero balance statement Please let me know if you have any additional questions Cheryl B***Revenue Process ManagerSports Medicine & Aquatic Centers

The customer, Mr [redacted] , received all parts required for proper function and installation of the unitAs far as the missing parts go, the ferrule is already built in to the nut that he was provided; this was explained to the customer many timesThe cover that he speaks of is NOT a required part for proper function of the system therefore it is not something that is included in the packageNo where does our website state that the cover is included, it's an additional feature that a customer can choose to add on for an additional cost if the would like itHaving said that, we still sent the cover to him free of charge to satisfy the customer This is the description directly off of our website of the unit he purchased x 54" mineral tank, cufthigh capacity resin, x 33" brine tank, brine float, salt platform, 3/4" stainless steel bypass valve, Fleck Econominder" Metered on demand valve, floor space: x x 62" The cover that the customer wants is a weather proof coverThis description lists everything that the system comes with and that is required for the system to connect properlyAgain, a weather proof cover is not required or necessary for the system to function or connect properly The instructions for installation are on our websiteWe are an internet based company that drop ships directly from our suppliers warehouseOur supplier cannot include our specific instructions in each box and having them on our website for all of our customers to view whenever need be makes it easily accessibleI spoke with Mr [redacted] multiple times on the phone to walk him through setting up his systemDuring this time he questioned everything I told him to do and refused to do certain things I asked him to do to set up the systemHe used our live chat system to get through because the tech line was busy at the time that he called, instead of leaving a message on the technical line voicemail he began yelling through chat because he couldn't get through to someone a minute before on the phoneHe was provided a user manual that came with the system and was informed that the installation guides could be found on our website As far as the order confirmation goes, it's an automated system that sends it directly to the customers email address that they provided as soon as the order is placedThe customer should always check their spam folder because it is an automated systemI was not asked to send the customer the order confirmation again, otherwise I would have done soI was not aware that the customer did not receive their confirmation I also poke with him on Friday then tried calling him again on Friday and he would no longer answer or return my calls [redacted] ***

Good Afternoon [redacted]It has come to my attention you disagree with the current statement showing a balance of $54.74. After reviewing the account and complaint it appears there may have been miscommunication by both parties.   It appears prior to receiving treatment you signed...

our "Welcome Letter" (attached) explaining your insurance and estimated costs.  However, after receiving treatment and further understanding you had a deductible to be met prior to your insurance covering you wanted to continue on our Cash Pay plan and intended us to change your account to the cash pay rate of $100 and not bill your insurance.  At that time a Cash Pay agreement should have been signed however I do not see that one was.  What appears to be a miscommunication, I have written off the remaining $54.74 owed as a courtesy and attached a zero balance statement.  Please let me know if you have any additional questions.    Cheryl B[redacted]Revenue Process Manager360 Sports Medicine & Aquatic Centers

The customer, Mr. [redacted],  received all parts required for proper function and installation of the unit. As far as the missing parts go, the ferrule is already built in to the nut that he was provided; this was explained to the customer many times. The cover that he speaks of is NOT a required...

part for proper function of the system therefore it is not something that is included in the package. No where does our website state that the cover is included, it's an additional feature that a customer can choose to add on for an additional cost if the would like it. Having said that, we still sent the cover to him free of charge to satisfy the customer.
This is the description directly off of our website of the unit he purchased
10 x 54" mineral tank,
1.50 cu. ft. high capacity resin, 18 x 33" brine
tank, 2310 brine float, salt platform, 3/4"
stainless steel bypass valve, 5600 Fleck Econominder"
Metered on demand valve, floor space: 28 x
18 x 62"
The cover that the customer wants is a weather proof cover. This description lists everything that the system comes with and that is required for the system to connect properly. Again, a weather proof cover is not required or necessary for the system to function or connect properly.
The instructions for installation are on our website. We are an internet based company that drop ships directly from our suppliers warehouse. Our supplier cannot include our specific instructions in each box and having them on our website for all of our customers to view whenever need be makes it easily accessible. I spoke with Mr. [redacted] multiple times on the phone to walk him through setting up his system. During this time he questioned everything I told him to do and refused to do certain things I asked him to do to set up the system. He used our live chat system to get through because the tech line was busy at the time that he called, instead of leaving a message on the technical line voicemail he began yelling through chat because he couldn't get through to someone a minute before on the phone. He was provided a user manual that came with the system and was informed that the installation guides could be found on our website.
As far as the order confirmation goes, it's an automated system that sends it directly to the customers email address that they provided as soon as the order is placed. The customer should always check their spam folder because it is an automated system. I was not asked to send the customer the order confirmation again, otherwise I would have done so. I was not aware that the customer did not receive their confirmation.
I also poke with him on Friday then tried calling him again on Friday and he would no longer answer or return my calls
[redacted]