Vibrant Water

Review: Recently, Vibrant Water dba "Dime Water" ([redacted]) was contacted to acquire a Proposal for a reverse osmosis system. At the time, we were not sure if we needed filters replace or a new system. Photos were e-mailed, thinking a reverse osmosis company would be able to identify the system since the model number was provided in the one of the photos. A request for a ball park idea of the cost associated with either a filter change or a replacement, was requested. The rep on the phone ([redacted]) expressed it would be best that a field member be dispatched, to review and evaluate the situation. This would better determine the needs of the system. An explanation that the only request was for a "proposal" (since we were shopping and calling various companies. It was then affirmed by the Dime Rep that the best way to determine any proposal would be to visit the property. No discussion of costs associated with any visit was discussed, disclosed or otherwise. We determined that this was the procedure for their company prior to providing a proposal, and it seemed reasonable, and like good customer service. An Installer did contact our broker via a phone call. After a few conversations about times he could visit - he eventually came by and provided a verbal analysis of costs to either replace filters or replacement.

There was no work done at the home, and again - to reiterate - prior to visiting the property, there were no discussion of trip charges, proposal charges, or any charges required by disclosure law. So, you can understand the alarm we felt when we received a bill in the amount of $110.00 for services rendered from their organization. We assumed this is a small oversight, and requested an "in-writing a retraction of this invoice" sent to the e-mail for [redacted] - our agent, who was the person making the contact. We have since been contacted to pay a "reduced" $40.00 service call fee.

The way this has been handled has all the earmarks of a SCAM. We are unsure if they are deliberately operating in an unethical manner - or if it was a communication problem from an employee who may not have been fully educated in the procedures and billing policies of the company. However - we would have been more than happy with having our questions answered over the phone or e-mail, we DID NOT require someone to come directly to the house to get that information. We received 2 additional bids for this service without incident from competitors. To date - installation of a system has not been authorized to any competitor.Desired Settlement: We want the invoice they have sent for $110.00 and the subsequent request for payment of $40.00 to GO AWAY. We had no need of their home visit in order to get a ballpark idea of the costs. We had no services rendered. No services fees were disclosed at the time they insisted the service rep come to give us the quote. This is a very poor way of doing business, and it is highly unethical to receive invoices for services that were supposed to be complimentary as a result of requesting a "bid for services". We are not clear if this is their standard method of operation, or of they are simply "digging in their heels" here.

It's possible that this is a common situation with them for follow-up, and others are choosing to just pay the $40.00 to "make it go away", but again - highly unethical. To repeat: We are unsure if they are deliberately operating in an unethical manner - or if it was a communication problem from an employee who may not have been fully educated in the procedures and billing policies of the company. We would choose to believe its a mistake. We are requesting to escalate this to a level that would result in the owner or primary contact being aware of the situation and resolve it appropriately. We would also request that their employees be directly in communicating any possible charges in advance, so no one else has to go through this process.

Business

Response:

Dear Customer :

Your invoice appears below. Please remit payment at your earliest convenience.

Thank you for your business - we appreciate it very much.

Sincerely,

Dime Water, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Hello -

We are trying to use the Revdex.com website via the links and via login to respond to this message.

We are trying to communicate that we REJECT the offer from the business in the message logged this week as follow-up.

Apparently this is going to escalate, and Vibrant Water DBA Dime Water feel justified in their actions event thought they did not disclose the fees in advance of sending invoices.

NON-DISCLOSURE of a "TRAVEL FEE" of $40.00, is COMPLETELY INAPPROPRIATE AND ILLEGAL.

The "travel fee" was NEVER communicated during the phone call REQUEST FOR QUOTE.

WE did not request that someone come personally to the home.

[redacted] never requested that someone come personally to the home.

The BUSINESS INSISTED that there was a "NO OBLIGATION COURTESY VISIT" so they could give an accurate quote.

It was NOT a necessary trip, and we did not require this to occur as they had received the system identification and photos. to use for reference.

At this juncture we are left with few options for resolution to the request for them to rescind the invoice.

We will forward all the information and complaint summary to an attorney.

We will also taking additional action to broadcast their tactics on the evening news through a local action reporter.

Thanks -

Business

Response:

It plainly asks for service in the e mail sent from [redacted]. We quote regularly without a visit but this relator requested a service call.

Dime Water, Inc.