Tools N Time Professional Handyman General Ma

I requested a refund the second time the softener fouled outAnd Mount Drilling stated I could not have a refundBoth units failedInitially, he tested the water and told me if I purchased this $softener, I would not have any problemsI believed himIt is not my fault that Mount drilling installed equipment that was unable to treat my waterMy previous unit worked for years, no problemsI have since removed the unit that Mount installed and put in a different softenerPlease note that the last conversation that the owner and I had ended with him yelling at me and stating "I will give you $dollars for the softener if you will just go away and never bother me again...then he stated that if he purchased it back, I would not turn in a Revdex.com complaint." He then hung up the phone on meI have had nothing but problems since the softener was installedThe product does not do what he stated it would

As stated before, many attempts have been made to satisfy this customer, most at our expense A new softener has even been installed for him We have been out to his house many times at no charge to him His water, which has an iron bacteria, is in need of additional treatment, and the customer is unwilling to purchase it It is because of this iron bacteria that his softener is not working properly, as I also stated before It is not due to our equipment being faulty.Therefore, we will not give him any money back We have already bent over backwards for him, but unfortunately, he will never be satisfied

Mount Drilling installed a water softener for Mr [redacted] in when his existing softener of another brand quit working After about 1/years, we replaced the first softener with another one, at no cost to him, because he was having problems with the first one we put in After approximately year, he started having problems with the 2nd one installed by Mount Drilling.Upon further examination of his water and sending samples to a lab (again at no cost to him), it was discovered that he has iron bacteria in his water Iron bacteria is a growth that fouls the resin bed in softeners When the resin bed is fouled, the softener will not function properly Iron bacteria is easily treatable with other equipment placed before the softener unit However, Mr [redacted] refused to purchase the necessary equipment to remedy the situation He then demanded after years that I give him a full refund If this were a mechanical problem with the unit or we had installed the unit improperly, we would have done that However, this is a problem he refuses to acknowledge or take care of, therefore we refused

This customer called on Sunday night, May and left a rather 'colorful' message on our answering machine He demanded that I meet with him the next day - that he didn't want to meet with one of my other employees who had already been out at his property to deal with this situation
However, at the time, I was out of state attending to a very important family situation On Monday morning, one of my employees called the customer, explaining the situation, and once again sent someone out to look at his dirty water He was told that the dirty water had nothing to do with us having changed his pump a few weeks before - that his softener wasn't working correctly He didn't agree, and was told that I would call him when I got back into town the following week.I returned on Monday, May 18, and spoke with the customer We set up an appointment for that Thursday, May 22, for me to meet him personally and evaluate the situation Upon arriving at his home, he had a glass of dirty water there and asked me if I would drink it? I asked him where his softener was, and upon bypassing his softener, I filled another glass of water from his faucet that was perfectly clear I told him that, as he had been told many times, his softener wasn't working He was shocked and asked to see if that same thing happened again I proceeded to run a glass that had gone through his softener - once again dirty I then bypassed the softener, and it was again clear He admitted that our other employees had told him this was the problem, but that he hadn't believed them He apologized and asked me to apologize to my employees for the way he had treated them.He then asked me to install an iron filter for him, which is scheduled to be installed this Thursday, May I told him that he could get someone else to do this - but he said he wanted us to do the job I was going to wait until we had installed the unit to respond to this, but since I got a call from the Revdex.com yesterday, decided to go ahead and respond today I am assuming that after the unit is installed, our customer will be happy and satisfied It would have been nice for him to have met with me before filing this complaint However, I am hopeful that he will contact you as well and make it right

In order to solve this problem, I’d like to propose Mount Drilling give me $for the softenerI will have it on my front porch waiting for pickupSuggested pickup dates are between 0800-hrs, 14-September Mail check to my home address
Sequence of events for Softener installed by Mount Drilling: This began at the year point, all dates and times are approximate
1st Customer Complaint: Softener not show how much water it is using, and water not feeling soft
1st Repair by Mount: Cleaned softener head, approximately hrAlso changed unit to regenerate every days as opposed to gallons like it shouldNOTE: Unit is factory set to regenerate every daysNo charge
2nd Customer complaint: Approx months laterSoftener not softening water and iron stains showing up in toilets and sinksWater pressure low tooMount stated softener would put un treated water into my home every time it regeneratedI stated that was not acceptable and Customer requested refund
2nd Repair by Mount: Replaced softenerNo charge
3rd Customer complaintApprox days laterStill having low water pressure and iron still showing up in toilets and sinksCustomer stated that the pressure gauge didn’t seem to be working properly and should be looked atCustomer stated that is what has been causing the low water pressure…Service Tech agreed
3rd Repair by Mount: Replace pressure switch--gage and charged customer $for parts and serviceAlso recommended chlorinated well that would cost $Charged customer $or $for chlorinating well…thinking that might take care of iron bacteria
NOTE: Customer had water tested and found no iron bacteria in water, and testing facility stated softener was not softening water like it should
4th Customer complaint: Approx months laterAug Softener not softening water and iron stains showing up in toilets and sinksFull stream of untreated water going into toilets that were used that evening
4th Repair by Mount: There will be no repair
Customer removed softener on Aug and replaced it with a *** *** softener from *** ***Approx cost of unit $500, no labor for removal and replacement as customer did this at no charge

Mount Drilling installed a water softener for Mr. [redacted] in 2012 when his existing softener of another brand quit working.  After about 1 1/2 years, we replaced the first softener with another one, at no cost to him, because he was having problems with the first one we put in.  After...

approximately 1 year, he started having problems with the 2nd one installed by Mount Drilling.Upon further examination of his water and sending samples to a lab (again at no cost to him), it was discovered that he has iron bacteria in his water.  Iron bacteria is a growth that fouls the resin bed in softeners.  When the resin bed is fouled, the softener will not function properly.  Iron bacteria is easily treatable with other equipment placed before the softener unit.  However, Mr [redacted] refused to purchase the necessary equipment to remedy the situation.  He then demanded after 3 years that I give him a full refund.  If this were a mechanical problem with the unit or we had installed the unit improperly, we would have done that.  However, this is a problem he refuses to acknowledge or take care of, therefore we refused.

As stated before, many attempts have been made to satisfy this customer, most at our expense.  A new softener has even been installed for him.  We have been out to his house many times at no charge to him.  His water, which has an iron bacteria, is in need of additional treatment, and the customer is unwilling to purchase it.  It is because of this iron bacteria that his softener is not working properly, as I also stated before.  It is not due to our equipment being faulty.Therefore, we will not give him any money back.  We have already bent over backwards for him, but unfortunately, he will never be satisfied.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

I requested a refund the second time the softener fouled out. And Mount Drilling stated I could not have a refund. Both units failed. Initially, he tested the water and told me if I purchased this $1680 softener, I would not have any problems. I believed him. It is not my fault that Mount drilling installed equipment that was unable to treat my water. My previous unit worked for 10 years, no problems. I have since removed the unit that Mount installed and put in a different softener. Please note that the last conversation that the owner and I had ended with him yelling at me and stating "I will give you $500 dollars for the softener if you will just go away and never bother me again...then he stated that if he purchased it back, I would not turn in a Revdex.com complaint." He then hung up the phone on me. I have had nothing but problems since the softener was installed. The product does not do what he stated it would.