Complaint Category: Defective, damaged, or incorrect product received
Complaint: Water softener and filtering system installed in my home misrepresented product and lied to me concerning system and upkeep. I purchased the system on February 17, 2009. I have submitted a previous complaint on January 27, 2010, ***************** handled that complaint. The case #XXXXXXXX. I had a service call from them on July 22, 2010 and they informed me that there is a third piece of equipment to complete this unit that will be an additional $2,500.00. I refused to pay for it and he assured me the system would still function without it. On October 24, 2012 I had a service tech out because the outside unit was not working and I had to put it on bypass to have water. He told me he would have to rebed the outside unit and I would need to purchase the additional piece of equipment to keep the unit running. This will cost me an additional $2,000.00 approximately. I have all of the paperwork with these figures on them to prove I am telling the truth. It cost me $314.70 to replace all of the filters on January 21, 2012. My loan is with ISPC and I owe $5,070.48 on this unit. I just want them to pull out all of their equipment and hook me back up to the city water and pay off this loan that they got me into. I should not have to pay for something that has been totally misrepresented to me and have been lied to over and over again about this product. The Presidenta name is ****** ******. ****** is the salesman that initally sold me the unit. **** is the name of the last service tech that came to my house in October 24, 2012. Someone has got to stop these people from commiting fraud and lying about there product just to get a sale. Please help me with this matter, I can not deal with these people any longer. I have tried but they just keep lying and charging me more and more money that I do not have. I can not afford the third piece of equipment and they tried to add it to my exising loan but they turned it down. So I am stuck with this equipment that does not work and I have to keep paying for it. I hope there is something you can do. Thank you, ****** ******
Business' Initial Response This response was taken verbally by BBB:
This customer bought a machine from us in 2009. Apparently the resins in the machine built up and were not allowing good water pressure into the house. She called recently and a representative went out and bypassed the machine so she could get water pressure. We offered to rebed the machine at a discounted rate. Apparently she wasn't happy with that offer and filed this BBB complaint. We called her to discuss her concerns and told her if she would have just called us first we would have helped her. She didn't need to file a BBB complaint. I told her we would go out and replace the bed for free out of goodwill. Once the job is completed to her satisfaction she will sign something saying she is happy. We will contact her to set up an appointment for sometime next week.
Consumer's Final Response They have contacted me to set up a time to rebed the unit and get it working properly. I want everyting in writing from them to assure me that I will have no other issues after this repair and if so they will take care of it for no charge.I should only have to worry about the salt and filters according to them.
Thank you ****** ******
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in West Florida. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
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BBB did not receive a response from business
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