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
As a member of the United States Army National Guard, honesty and integrity are of the utmost important to how I operate day to day. Tampering is quite an outlandish statement to make know full well that I am not familiar with how their equipment operates to that extentTo accuse me of tampering with this equipment is the exact thing any company would say in order to cover their own tracks for the faulty equipment they had installedWhen they had allegedly fixed the wire the first time in DWS’s log, I was never informedThy told me that they had only added minerals to the solution and ran some testsThis is the first I am hearing of this supposed maintenance conductedThe only time I heard of this wire, was when a technician came to our home for the final time and alerted us to itHe was very kind and a good technician from what I could seeHe did arrive an hour and a half late which caused me to miss a trip to the beach on my one day off this past monthHe told us that the wire was not making good contact with a sensorHe never asked if I had touched it, tampered with it, or even knew of its existenceOnly that it was not making good contact and that could very well be the reason it was not functioning properlyI am also a business ownerI personally own a realty investment firm and own sporting league that runs in different sports, in different statesFunds are not a problem for my wife and IIf it weren't for the fact that I wanted to make sure the job was done correctly, I would have paid them the full amount the first dayBut another past customer had warned me to make sure it was all done properly. I was told the very first day that the smell would no longer be an issue from day oneI refused payment via phone call several times (those phone calls were not mentioned in this faulty log that was provided by DWS.) I work upwards of hours per week between jobs and my schedule is hard to work withThat had much to do with why I had technicians come out to fix issues only when I would be able to be at the homeMy side door was left unlocked the morning prior to my wife leaving the home that morningApproxhours prior to the technicians arrivingI was told a phone call would be given when they were on their way, so that I could contact my neighbor (the man who was monitoring my house from his own home while my door was left unlocked) and let him know that the people entering the home were indeed those that were supposed to be there at that given time.I received no phone call and the door was left unlocked.I also received a letter threatening me with a Robbery Lawsuit twice, after very clearly telling Steve that I would not be paying until the job was completed and the problem that had us get this system in the first place, was fixedOnce it seemed that the problem was fixed in Late May- Early June, I called Steve and told him that I wanted my days of payments reset since the problem was now fixedHe agreed(Why would he agree to such a thing when he obviously thinks that this entire ordeal was the result of the criminal act of tampering?) I then made of the payments in June (payments for June and July) as a sign that this could indeed have been paid at any timeThe third payment was sent to him in August within the set of days right after the last technician had ONCE AGAIN fixed the same problem with this faulty equipment
We certainly did not intend to offend you in any way with our response to your complaint. [redacted] (referenced in your original complaint) served in the Coast Guard for decades and you should both be applauded for your service to our country. Although it's troublesome to hear about your disappointment (or anyone else's for that matter), we honestly tried to be as accommodating as we could in order to resolve the matter as demonstrated by our ability to come out next day on both occasions and at 6 am on yet another. Although the phone calls that you reference are not recorded and are therefore subject to misinterpretation, any important notes regarding a service call of any kind are noted on each work order (i.e. call in route, door unlocked, don't let out the cat, etc...). With that said, our response to your complaint was based entirely upon our records as documented (work orders, notes in the file, and e-mails) and was definitely not meant to be a personal attack of any kind. We were simply doing our best to be objective as instructed. We certainly do not expect you or anyone else to pay for a system that is not performing as specified. It's inevitable that a rare problem may come up after a new installation and we do our absolute best to fix them as quickly as we can. It's also inevitable that sometimes customers can't meet their payment obligation (due date) for a variety of reasons (i.e. waiting on a check like you referenced in your e-mail to us dated 8-17). In this same email, you requested next day service which we provided. In our response you were told it would be “around noon time” and we would call in route which we did albeit at approximately 1:15. We apologize for running behind and causing you to miss out on the beach. We too know all too well how rare days off can be. Unfortunately, it's extremely difficult to pinpoint an exact time (especially in the middle of the day between other stops) which is exactly why you were told “around”. When good faith attempts are made in regards to payment, we are typically very accommodating although we have never “reset” a 90 day same as cash contract for anyone as we too have bills to pay. Collection letters are customary for all accounts over 60 days past due like yours had become and a necessary evil for any small business if they want to keep their doors open. To that end, it is not an uncommon occurrence for equipment tampering to occur when an account is past due or a collections letter is received in order to delay payment. We've seen everything from simple computer adjustments to all-out re-plumbing and most everything in between. I'm sure our response to your complaint was directly influenced by our past experience, however it was also influenced by factual events. To sum things up, we are not proud of how this entire situation unfolded. If we could turn back the clock, I'm sure there are a few things each of us would do differently. Hopefully this can be a learning experience for both of us and we can prove to you at some point in the future that choosing us for your water treatment needs was indeed the right one. With that said, there were no labor charges of any kind charged to your account, we have credited all of the finance charges as we said we would, and your current account balance is zero.
Delmarva Water Solutions takes great pride in the fact that we have an A+ Revdex.com rating along with over 3,000 satisfied customers. We take the reputation of our company along with the quality of our service and equipment very seriously which is demonstrated by the fact that in over 4 years, we have yet...
to receive a customer complaint. It is disconcerting to say the least seeing our reputation tarnished with so many falsehoods from beginning to end in this age of social media where anyone can post anything online about anybody for any reason.With that said, here are the true facts of the situation at hand (all of which is documented)... 2-25-2016: Installation of two pieces of water treatment equipment is completed (one for iron removal and one for odor removal) for a grand total of $3,090.00. A $500.00 down payment was collected and our “90 days same as cash” (1/3 in 30 days, 1/3 in 60 days, and 1/3 in 90 days) in-house financing program begins whereby we assume ALL risk in lieu of providing our customers an interest-free option. (As you can probably guess, we have to be quite diligent when it comes to our collections procedures). 30 days pass and payment #1 ($863.33) is not received. 4-12-16: Customer requests service (odor in the water) and informs us he will leave his side door open the next day never requesting we call with a time (Common sense begs the question, why would he if he's leaving the door unlocked for us anyway?). 4-13-16: Our service technician finds a loose connection between the water meter and injection pump. The technician fixes the connection and confirms proper operation before leaving. Upon returning to the office he informs us that the connection he fixed appeared to be tampered with as the wires appeared to be physically stretched. At this point, we give the customer the benefit of the doubt that there was a legitimate problem and not simply trying to avoid payment. Over 60 days have now passed and neither payment #1 ($863.33) or payment #2 ($863.33) have yet to be seen. 5-4-16: Customer is called in regards to overdue payments & no response is received. 5-12-16: First letter is sent regarding past due balance. 5-18-16: Customer requests service. To accommodate the customer's work schedule, we agreed to have a service tech come by on 5-24-16 at 6:00 a.m. 5-24-16: Our service tech arrives only to discover the customer was not home (Coincidence or yet another attempt to avoid payment??). After calling and leaving a voice mail message, the technician tested the water from an outside faucet only to determine there was no odor and a perfect chlorine residual indicating proper operation of the system. 6-16-16: Customer emails us credit card info for payment of $1650.00 and we are under the assumption that the system is still working as it should. (Why else would he finally send payment?) 7-12-16: Second letter is sent regarding past due balance. 8-8-16: Third letter is sent regarding past due balance. 8-17-16: Customer emails for service stating he just found out he would be off the next day. 8-18-16: Our service technician finds and repairs a loose screw on the opposite end of the connection previously fixed where it is connected to the meter at the factory. Due to the fact that this represents a problem we have never seen in the 4 years we have been installing this particular system (FYI...we install 75-100 of them per year), we again assume that the potential for tampering is a distinct possibility. At the end of the day, we know that we did our absolute best to be accommodating, reliable, and trust in the knowledge that our work, equipment, and happy customers speak volumes as to the reputation our company strives each and every day to maintain.There were no service charges of any kind incurred by the customer during this entire ordeal. We would be happy to remove any finance charges associated with his account.
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
As a member of the United States Army National Guard, honesty and integrity are of the utmost important to how I operate day to day. Tampering is quite an outlandish statement to make know full well that I am not familiar with how their equipment operates to that extentTo accuse me of tampering with this equipment is the exact thing any company would say in order to cover their own tracks for the faulty equipment they had installedWhen they had allegedly fixed the wire the first time in DWS’s log, I was never informedThy told me that they had only added minerals to the solution and ran some testsThis is the first I am hearing of this supposed maintenance conductedThe only time I heard of this wire, was when a technician came to our home for the final time and alerted us to itHe was very kind and a good technician from what I could seeHe did arrive an hour and a half late which caused me to miss a trip to the beach on my one day off this past monthHe told us that the wire was not making good contact with a sensorHe never asked if I had touched it, tampered with it, or even knew of its existenceOnly that it was not making good contact and that could very well be the reason it was not functioning properlyI am also a business ownerI personally own a realty investment firm and own sporting league that runs in different sports, in different statesFunds are not a problem for my wife and IIf it weren't for the fact that I wanted to make sure the job was done correctly, I would have paid them the full amount the first dayBut another past customer had warned me to make sure it was all done properly. I was told the very first day that the smell would no longer be an issue from day oneI refused payment via phone call several times (those phone calls were not mentioned in this faulty log that was provided by DWS.) I work upwards of hours per week between jobs and my schedule is hard to work withThat had much to do with why I had technicians come out to fix issues only when I would be able to be at the homeMy side door was left unlocked the morning prior to my wife leaving the home that morningApproxhours prior to the technicians arrivingI was told a phone call would be given when they were on their way, so that I could contact my neighbor (the man who was monitoring my house from his own home while my door was left unlocked) and let him know that the people entering the home were indeed those that were supposed to be there at that given time.I received no phone call and the door was left unlocked.I also received a letter threatening me with a Robbery Lawsuit twice, after very clearly telling Steve that I would not be paying until the job was completed and the problem that had us get this system in the first place, was fixedOnce it seemed that the problem was fixed in Late May- Early June, I called Steve and told him that I wanted my days of payments reset since the problem was now fixedHe agreed(Why would he agree to such a thing when he obviously thinks that this entire ordeal was the result of the criminal act of tampering?) I then made of the payments in June (payments for June and July) as a sign that this could indeed have been paid at any timeThe third payment was sent to him in August within the set of days right after the last technician had ONCE AGAIN fixed the same problem with this faulty equipment
We certainly did not intend to offend you in any way with our response to your complaint. [redacted] (referenced in your original complaint) served in the Coast Guard for decades and you should both be applauded for your service to our country. Although it's troublesome to hear about your disappointment (or anyone else's for that matter), we honestly tried to be as accommodating as we could in order to resolve the matter as demonstrated by our ability to come out next day on both occasions and at 6 am on yet another. Although the phone calls that you reference are not recorded and are therefore subject to misinterpretation, any important notes regarding a service call of any kind are noted on each work order (i.e. call in route, door unlocked, don't let out the cat, etc...). With that said, our response to your complaint was based entirely upon our records as documented (work orders, notes in the file, and e-mails) and was definitely not meant to be a personal attack of any kind. We were simply doing our best to be objective as instructed. We certainly do not expect you or anyone else to pay for a system that is not performing as specified. It's inevitable that a rare problem may come up after a new installation and we do our absolute best to fix them as quickly as we can. It's also inevitable that sometimes customers can't meet their payment obligation (due date) for a variety of reasons (i.e. waiting on a check like you referenced in your e-mail to us dated 8-17). In this same email, you requested next day service which we provided. In our response you were told it would be “around noon time” and we would call in route which we did albeit at approximately 1:15. We apologize for running behind and causing you to miss out on the beach. We too know all too well how rare days off can be. Unfortunately, it's extremely difficult to pinpoint an exact time (especially in the middle of the day between other stops) which is exactly why you were told “around”. When good faith attempts are made in regards to payment, we are typically very accommodating although we have never “reset” a 90 day same as cash contract for anyone as we too have bills to pay. Collection letters are customary for all accounts over 60 days past due like yours had become and a necessary evil for any small business if they want to keep their doors open. To that end, it is not an uncommon occurrence for equipment tampering to occur when an account is past due or a collections letter is received in order to delay payment. We've seen everything from simple computer adjustments to all-out re-plumbing and most everything in between. I'm sure our response to your complaint was directly influenced by our past experience, however it was also influenced by factual events. To sum things up, we are not proud of how this entire situation unfolded. If we could turn back the clock, I'm sure there are a few things each of us would do differently. Hopefully this can be a learning experience for both of us and we can prove to you at some point in the future that choosing us for your water treatment needs was indeed the right one. With that said, there were no labor charges of any kind charged to your account, we have credited all of the finance charges as we said we would, and your current account balance is zero.
Delmarva Water Solutions takes great pride in the fact that we have an A+ Revdex.com rating along with over 3,000 satisfied customers. We take the reputation of our company along with the quality of our service and equipment very seriously which is demonstrated by the fact that in over 4 years, we have yet...
to receive a customer complaint. It is disconcerting to say the least seeing our reputation tarnished with so many falsehoods from beginning to end in this age of social media where anyone can post anything online about anybody for any reason.With that said, here are the true facts of the situation at hand (all of which is documented)... 2-25-2016: Installation of two pieces of water treatment equipment is completed (one for iron removal and one for odor removal) for a grand total of $3,090.00. A $500.00 down payment was collected and our “90 days same as cash” (1/3 in 30 days, 1/3 in 60 days, and 1/3 in 90 days) in-house financing program begins whereby we assume ALL risk in lieu of providing our customers an interest-free option. (As you can probably guess, we have to be quite diligent when it comes to our collections procedures). 30 days pass and payment #1 ($863.33) is not received. 4-12-16: Customer requests service (odor in the water) and informs us he will leave his side door open the next day never requesting we call with a time (Common sense begs the question, why would he if he's leaving the door unlocked for us anyway?). 4-13-16: Our service technician finds a loose connection between the water meter and injection pump. The technician fixes the connection and confirms proper operation before leaving. Upon returning to the office he informs us that the connection he fixed appeared to be tampered with as the wires appeared to be physically stretched. At this point, we give the customer the benefit of the doubt that there was a legitimate problem and not simply trying to avoid payment. Over 60 days have now passed and neither payment #1 ($863.33) or payment #2 ($863.33) have yet to be seen. 5-4-16: Customer is called in regards to overdue payments & no response is received. 5-12-16: First letter is sent regarding past due balance. 5-18-16: Customer requests service. To accommodate the customer's work schedule, we agreed to have a service tech come by on 5-24-16 at 6:00 a.m. 5-24-16: Our service tech arrives only to discover the customer was not home (Coincidence or yet another attempt to avoid payment??). After calling and leaving a voice mail message, the technician tested the water from an outside faucet only to determine there was no odor and a perfect chlorine residual indicating proper operation of the system. 6-16-16: Customer emails us credit card info for payment of $1650.00 and we are under the assumption that the system is still working as it should. (Why else would he finally send payment?) 7-12-16: Second letter is sent regarding past due balance. 8-8-16: Third letter is sent regarding past due balance. 8-17-16: Customer emails for service stating he just found out he would be off the next day. 8-18-16: Our service technician finds and repairs a loose screw on the opposite end of the connection previously fixed where it is connected to the meter at the factory. Due to the fact that this represents a problem we have never seen in the 4 years we have been installing this particular system (FYI...we install 75-100 of them per year), we again assume that the potential for tampering is a distinct possibility. At the end of the day, we know that we did our absolute best to be accommodating, reliable, and trust in the knowledge that our work, equipment, and happy customers speak volumes as to the reputation our company strives each and every day to maintain.There were no service charges of any kind incurred by the customer during this entire ordeal. We would be happy to remove any finance charges associated with his account.