The American Water Company

Initial Business Response / [redacted] (1000, 5, 2015/11/17) */ Contact Name and Title: [redacted] , Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @lifecoge.com Here is the sequence of events and explanation that you had requestedPlease call me with any questions The Equipment was installed satisfactorily, as per the customers by signature The originally agreed upon placement for the equipment needed to be changed, but the optimal spot was not clear and would have to wait until the customers cleared it Final installation completed satisfactorily and signed for by the customer Service callSide skirts were not on the trailer and their dogs got under the trailer and chewed the insulation off the pipesThe lines froze overnight and busted the shut off valveWe made a courtesy call and replaced the valveThe customer claims that the skirting was our fault, but she signed for a complete and satisfactory installation and service calls An amended purchase agreement was agreed to by both parties Customer called for service callThe R/O is making noise Talked to customer to set up service call for R/OShe stated that the problem had been solved by flushing the system and she no longer needed a technician to come out Customer called as she did not understand the amended service agreementIt was explained to her satisfaction Customer called concerning system programming and soap delivery Service call to reprogram equipmentEquipment working properly, but set to regenerate more frequently Customer called for service.- Determined that the problem she was experiencing was outside of the Filtration system and was possibly the water heater Customer did not want to adjust her water heater for concerns that it might void the warrantyWe offered another service call to do a different laboratory test on the water to try to verify why she was experiencing quality issues Drew a water sample and sent for laboratory testing at no cost to customer($280.00) Notified by Laboratory that the customers water contained E ColiWe immediately called the customer twice with no answer Talked to [redacted] We advised her of the laboratory report and thus should not drink her water and should carefully consider bathing in itShe said that the filtration system should remove those things also and we were told about these issues at the beginningWe advised her that these water filtration systems were not for bacteria and that we never knew about the E Coli and it was not on our Pre-installation water analysisWe have supplied copies of the pre and post installation water tests to the customerWe set an appointment to go to her house to discuss possible solutions for June 12, She also stated that she would look for her own solutions to the E Coli problem June 12, - Customer called to cancel appointment for this dayStated they were going out of town and would call when they wanted to rescheduleThis was our last contact for two months By this timeline, I see that we have consistently upheld our service agreementWe even performed tasks that were outside of our service agreement in order to better satisfy the customersThe dogs tearing off the insulation and the E Coli coming up several months afterwards are outside our promises and service agreement and our attempts to help were regularly delayed and/or refused Please let me know if I can be of further assistance Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response I received is full of lies, I have on numerous accounts called about leaks bad install and have been put off every timeMy husband as well as myself and over six other witnesses where here with [redacted] when he told us he would be back to fix leaks and the install as well as witnessed him break my counter yet have not seen anyone sinceI have went through so many people at this company no one is ever the same there is always some one new because the others left or was removed I have plenty of pictures as well as papers from this company that say customer concerned with leaks, water damage and installThis equipment has never worked properly and the company has never stood behind their work or product they seem to always blame the customer and wash their hands of anything and everythingI have found in this response Six lies that I can prove, I do not understand why this company dose not care if their customer are happy I would like a truthful response from this company as well as for the equipment to be properly installed, fixed or removed as well as my damages fixedI have never once refused this company from coming to my home and fixing their issues if I did why would I have so many papers from techs that came to my home yet could not fix problems due to having wrong tools or not bring tools at all always saying they would return yet never coming backIf this company fixed our problems why then did their own techs take pictures to take back and show management so that they could get us help out hereAs for the water test this was performed because the system never worked and never filtered anything this is why they took samples which we have never received a copy of which leaves us to believe it proves their system is not working and they know this Final Business Response / [redacted] (4000, 9, 2015/12/07) */ As previously stated, we stand by our product and willingness to serve our customersWe have tried on multiple occasions to rectify and/or help the the customer, but we have been delayed by the customer or rebuffedLike most companies, we have had some employee turnover, but the one she mentioned, [redacted] is still with the company and has been for yearsWe have made every attempt in good faith to take care of them, but they have been unwillingly to accept anything less than their demands which are outside of our business practices and what would be considered usual and/or customary

We have settled this dispute with the customer and believe this complaint to be fully resolved to his satisfaction

I believe there has been a serious miscommunication.3/12/- purchase dateWe could not get the original agreement approved, but the customer agreed to the new deal.3/15/- Customer agreed to have the equipment installed3/16/- Customer changed mind and wanted to return equipment We were
agreed on this.3/18/- ***, our sales manager talked to the customer and advised him that we might have another source to get the original agreement approved. - Complaint was filed with the Revdex.com on the very same day.3/25/- We were able to get a better plan for the customer, but it was still not the same as the original agreement The customer refused the new terms and we agreed to make arrangements to remove the equipment. - received the complaint in mail from the Revdex.com This was the first time we had been made aware that there was an issue.4/6/- Equipment was removed to the customer's satisfactionThe customers have not paid anything and are not obligated to pay anything We installed the equipment based on his verbal agreement and have worked diligently to get him qualified for an agreeable payment plan They have had free use of our equipment for weeks and have no obligations We have had many conversations with them during this process We believe that we have made every reasonable attempt to take care of this customer in good faith

Initial Business Response /* (1000, 5, 2015/12/28) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@lifecoge.com
We have been attempting to call Mr*** to take care of his issue, but we have still not been able to contact himPlease call the
office so that we can take care of your issue
Initial Consumer Rebuttal /* (3000, 7, 2015/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have NOT tried to contact us in any way shape or form via phone call, text or by e-mail everIf they had tried to contact us we wouldn't be in this situationI would like to know the phone numbers or email addresses and dates that they claim to have tried to contact with us
Final Business Response /* (4000, 9, 2016/01/11) */
Our technicians were out to the *** on Saturday January 9, All equipment issues were adjusted to the *** satisfaction

Initial Business Response /* (1000, 5, 2016/01/05) */
Contact Name and Title: *** ***, Mgr
Contact Phone: XXXXXXXXXX
Contact Email: ***@lifecoge.com
The MPis on backorder from the distribution wharehouse, but she should have her free gift in the next - weeks
Initial
Consumer Rebuttal /* (3000, 7, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have told me 6-weeks since July 2015! Do I believe it? Only when I see it...Thank you
Final Business Response /* (4000, 9, 2016/01/11) */
We apologize for any inconvenienceThese gifts are shipped from a third party distributer wharehouseI have confirmed that we have reauthorized another gift to be sent to her

Initial Business Response /* (1000, 5, 2016/01/19) */
This is a really unusual case as the claimant's water had over grains of hardnessI empathize with their frustration, but there are significant differences in what we promised and what they expectedA refund was only guaranteed if we
were unable to deliver a system that could not produce healthy clean water to the claimantDue to their frustration, we were not allowed the time to rectify the water quality issueThe on-site time windows given to us by the claimants were unrealisticThe extra $worth of equipment that the claimant references was to be delivered free of chargeBecause the claimant hired an attorney, we have been unable to make any more efforts to finish delivering the final productOur contract with the claimant clearly states that they would allow us to make adjustments as necessary to deliver on our obligationsDespite numerous attempts over the past few weeks to contact their attorney, there has been no response
We are still ready and willing to fulfill our obligations to the claimant as she referenced in the three point planWe are just waiting on them to give us the opportunity
Initial Consumer Rebuttal /* (3000, 7, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
From the very 1st visit (Sept 5th, 2015) LifeCo knew that our water tested at (not 100) grains of hardness, so they knew what they were dealing with prior to "building a special system to meet our situation" as we were told by *** The equipment has not worked properly from day Our expectations were exactly what *** (their sales rep) promised, how is one to know what to expect without *** explaining what their system could do for us, which become our expectations and have been from the beginningThose expectations are not unreasonable as are as follows: LifeCo's system would remove both the odor and decrease the hardness down to a or better than Wal-Mart waterNeither has been completed as of today (1/19/2015)They were provided more than ample time beginning from day it was installed, Sept 16th 2015, through to their last visit on Nov 15th, (months of multiple visits)On the Friday, (11/13/2015), prior to the last visit on Sunday Nov 15th, 2015, they promised to fix the system once and for allDuring the call on Friday I specifically stated that *** needed to make sure to bring any and all equipment that would be needed along with a truck just in case it was not fixable he could remove the systemBoth *** and *** *** agreed to these conditionsWhen Jaymen, (LifeCo service rep) arrived one hour late for the final service visit, he worked for several hours before he realized that he was not able to fix the system without an additional $2,in equipment (at no charge to us), although he did not bring the equipment with him (as instructed and agreed to) so the system was not fixed and still did not work as they stated they it would per their original agreementHow many visits and additional equipment does it take to fix a system that was "specially built to fit our situation"This special system took days to build and deliver and mosOf multiple return visits from multiple individuals to attempt to fix with no successEvery request LifeCo made to fix the system they were grantedWe did consult with an attorney and he provided the letter requesting LifeCo to remove their system within days or they would be charged storage fees, which now their bill is for moof incurring storage feesThe letter also requested a full refund, a cancellation of any and all contracts with LifeCo and us, along with LifeCo to reinstate the negative marks on both Billy and my credit reportsThe letter went on to state that LifeCo was to contact the consulted attorney to schedule pickup of the systemLifeCo's response was "I have received your letter dated December 1, As a courtesy to your request for response, please note that I have turned this over to our attorney, *** *** Please forward all future correspondence to him." Neither the attorney we consulted nor has either of us *** or *** ***) been contacted from anyone from LifeCo or their attorneyEvery bit of this was all stated very clearly within my original complaint and has not changed since day I am appalled at LifeCo's accusation that we have "significant differences" in what LifeCo promised and what we, the customer, expectedwe simply expected what several people within LifeCo all agreed toI ask that LifeCo do not try to turn this around on us and simply speak the truth and comply with our requests as we have complied with allowing multiple visits to multiple employees to attempt to fix this broken systemWe held our patience well beyond even what *** *** of LifeCo stated "That he would not have stayed as patient as we have for that amount of time"Lying will get you nowhereThe truth will set you free
Final Business Response /* (4000, 9, 2016/01/26) */
Again, there are obviously significant differences in promises and expectationsWe have attempted to fulfill the contract the claimants agreed toIn reference to our last visit on 11/15/2015: first, it on a Sunday which is outside of our hours of operationSecond, we were only able to get it scheduled two days before and it was the only day the claimants would agree tooThird, it is a customized unit, so there was no way to have the new parts ready between Friday and Sunday
We were in consistent contact with the claimants until they hired an attorney, whose letter stated, "Any further communications regarding this matter should be addressed to me at my address and/or phone number listed hereinabove." So, of course we have not attempted to contact the claimants directlyHowever, I have contacted their attorney and our legal counsel has attempted to contact also, but with no responseWe have made efforts in good faith to resolve this matter
We are not related to the finance company where the claimants have an accountDuring my conversations with the claimants, I was adamant that we did not control their credit account and that any payment arrangements needed to be made with the lender directly and that any non-payment would have an adverse effect on their credit
The agreement we have with the claimants allows for us to make the necessary adjustments to fulfill our promisesTo date: the claimants have had an attorney write a demand letter, filed this dispute with the Revdex.com, and filed a claim with the state, but not once had their representative communicate with us directly in a good faith attempt to resolve the matter
We are still willing to provide an upgraded system at no extra cost to the claimant

I would like to say that these customers are wonderful people I wish that we had a hundred more just like them Even as this instance has transpired and their frustrations have risen, they have been extremely kind to me and my co-workers.I have had thousands of customers from the last
years and because of that and being in a service type industry, I have learned that you cannot please everyone So, over the years, I have dealt with many problems and complaints The difference here is that in the past, I always felt like we did or at least gave our best to do a good job, but missed expectations.Not here These customers have a numerous issues since signing up culminating with a major leak We haven't discovered weather this was a material fault or craftsmanship fault, but there has been significant water damage to their home A connection came loose and there was a lot of damage before returning home and discovering the leak.We have tried to help them trough this process as much as possible, but we lost their trust.Fortunately, they have allowed us to help with the restoration process and if they will continue to allow me to help, we will not abandon them

Complaint: ***
I am rejecting this response because: if they are so sure that what they are doing is within the law, why did they refuse to let me take a snapshot of the Master Chart Why did they hide it? The answer is that they never intended to give out the Money to anyone They also refused to give me a water test based on the fact that I didn't qualify financially They were automatically being discrimitory to lower income people That is against the law Word of mouth spreads and bad advertisement does also This is a company I would not recommend nor would I want to work for or be associated with
Sincerely,
*** ***

The cards clearly say that the prizes are not in the same order as the winning hands. Furthermore, it states that the hand must be verified by a master chartOur cards are within the laws of the areas in which they are distributed. Because of this, there are rules for the
promotion. We are sorry that some people do not like the rules, but they are in place for everyone’s protectionWe send out thousands of free prizes every year to very happy customers

Initial Business Response /* (1000, 5, 2015/11/17) */
Contact Name and Title: [redacted], Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@lifecoge.com
Here is the sequence of events and explanation that you had requested. Please call me with any questions.
The Equipment was...

installed satisfactorily, as per the customers by signature.
The originally agreed upon placement for the equipment needed to be changed, but the optimal spot was not clear and would have to wait until the customers cleared it.
Final installation completed satisfactorily and signed for by the customer.
Service call. Side skirts were not on the trailer and their dogs got under the trailer and chewed the insulation off the pipes. The lines froze overnight and busted the shut off valve. We made a courtesy call and replaced the valve. The customer claims that the skirting was our fault, but she signed for a complete and satisfactory installation and service calls.
An amended purchase agreement was agreed to by both parties.
Customer called for service call. The R/O is making noise.
Talked to customer to set up service call for R/O. She stated that the problem had been solved by flushing the system and she no longer needed a technician to come out.
Customer called as she did not understand the amended service agreement. It was explained to her satisfaction.
Customer called concerning system programming and soap delivery.
Service call to reprogram equipment. Equipment working properly, but set to regenerate more frequently.
Customer called for service.- Determined that the problem she was experiencing was outside of the Filtration system and was possibly the water heater.
Customer did not want to adjust her water heater for concerns that it might void the warranty. We offered another service call to do a different laboratory test on the water to try to verify why she was experiencing quality issues.
Drew a water sample and sent for laboratory testing at no cost to customer. ($280.00)
Notified by Laboratory that the customers water contained E Coli. We immediately called the customer twice with no answer.
Talked to [redacted]. We advised her of the laboratory report and thus should not drink her water and should carefully consider bathing in it. She said that the filtration system should remove those things also and we were told about these issues at the beginning. We advised her that these water filtration systems were not for bacteria and that we never knew about the E Coli and it was not on our Pre-installation water analysis. We have supplied copies of the pre and post installation water tests to the customer. We set an appointment to go to her house to discuss possible
solutions for June 12, 2015. She also stated that she would look for her own solutions to the E Coli problem.
June 12, 2015 - Customer called to cancel appointment for this day. Stated they were going out of town and would call when they wanted to reschedule. This was our last contact for two months.
By this timeline, I see that we have consistently upheld our service agreement. We even performed tasks that were outside of our service agreement in order to better satisfy the customers. The dogs tearing off the insulation and the E Coli coming up several months afterwards are outside our promises and service agreement and our attempts to help were regularly delayed and/or refused.
Please let me know if I can be of further assistance.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response I received is full of lies, I have on numerous accounts called about leaks bad install and have been put off every time. My husband as well as myself and over six other witnesses where here with [redacted] when he told us he would be back to fix leaks and the install as well as witnessed him break my counter yet have not seen anyone since. I have went through so many people at this company no one is ever the same there is always some one new because the others left or was removed I have plenty of pictures as well as papers from this company that say customer concerned with leaks, water damage and install. This equipment has never worked properly and the company has never stood behind their work or product they seem to always blame the customer and wash their hands of anything and everything. I have found in this response Six lies that I can prove, I do not understand why this company dose not care if their customer are happy I would like a truthful response from this company as well as for the equipment to be properly installed, fixed or removed as well as my damages fixed. I have never once refused this company from coming to my home and fixing their issues if I did why would I have so many papers from techs that came to my home yet could not fix problems due to having wrong tools or not bring tools at all always saying they would return yet never coming back. If this company fixed our problems why then did their own techs take pictures to take back and show management so that they could get us help out here. As for the water test this was performed because the system never worked and never filtered anything this is why they took samples which we have never received a copy of which leaves us to believe it proves their system is not working and they know this.
Final Business Response /* (4000, 9, 2015/12/07) */
As previously stated, we stand by our product and willingness to serve our customers. We have tried on multiple occasions to rectify and/or help the the customer, but we have been delayed by the customer or rebuffed. Like most companies, we have had some employee turnover, but the one she mentioned, [redacted] is still with the company and has been for years. We have made every attempt in good faith to take care of them, but they have been unwillingly to accept anything less than their demands which are outside of our business practices and what would be considered usual and/or customary.

We have settled this dispute with the customer and believe this complaint to be fully resolved to his satisfaction.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]