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J'S Wholesale H2O Distributors, Inc.

Phone: (727) 442-2907Fax: (727) 441-2675

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)BBB Closure Definitions
04/14/2014Problems with Product / Service | Read Complaint Details
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Complaint
Worst customer service I have ever received from the owner ******. She was very rude, unprofessional, hung up on me and never came to provide service
I just purchased my first home and the house had a water softener installed in the garage that came with the house. It was not connected and not sure if it even worked. 2 days after I closed and purchased my house I noticed the water softener machine had the company name on it. I then called J's Wholesale H2O and spoke to Lindsay who was very nice and I explained to her that I just bought my first home and in the garage there was a water softener installed. I advised her I wanted to have it service, checked, cleaned whatever it needed so it could be up and running again. I gave her my address and she confirmed they had installed one of there units in the home. She then asked about a filter that was connected in the kitchen sink. A reverse osmosis, which I explained to her that the house only had the water softener in the garage. The prior owners must have taken it when they moved because I only had the softener. She told me their normal fee is $79.00 but because they had not been back to the home in several years for service they would only charge me $45.00. I thought that was a great price and I did not even ask for a discount, she offered it to me. I told her that would be fine and asked when they can come service it. She then started talking about the reverse osmosis, thats installed in the kitchen sink and how it would purify the water and I can use it for cooking and drinking. I asked how much did it cost. She told me it cost $500 but if I wanted it they would sell it to me for $350. I explained to her that was a great price; however, I did not want one at this time. I just want them to service and clean the water softener thats in my house. Lindsay told me its fine. They would send a technician out and warned me I may need some parts if it was broken and I was responsible for paying the parts but I was not obligated to purchase any parts or equipment if it did not work. They would only charge me the $45.00 to come service it. I told her that was fine. Lindsay told me the tech always carries the reverse osmosis with them, just in case I wanted one afterward. Again I told her at this time I was not going to commit to buy it because I did not know how much it would cost to actually fix the softener just in case I needed to buy some parts. Due to the fact that I work full time day hours and get out at 5pm, I scheduled the appt in 2 weeks for 2/25/14 at 4:30pm. The morning of the appt around 8:10am I called J's Wholesale to confirm my appt as they had not called me. to confirm. I spoke to Lindsay again who confirmed we are still on for our appt today. I got out of my job @ 3:30pm so I can be home by 4:30pm. 4:30pm comes by and no one shows up, I thought they were stuck in traffic so waited patiently. 5pm comes around and still no one came, so I called J's Wholesale and spoke to ****** the owner and explained its 5pm and nobody has come. She told me they never gave me an appt, its just an approximate time and that her tech was in clearwater and it would be about 1 hr. I told her that was fine, I would wait but she then said she had another tech she could send as I was only getting a reverse osmosis installed for the kitchen and he could that. I told her my appt was only to service the softener and I was very clear to Lindsay. She said that is not what they were coming for and neither one of the tech's she had available services the softener. That I needed to wait and schedule it for another day. I told her I waited 2 wks and confirmed the appt this am and I had taken time off work to be there at 430pm, they never showed up on time, it was not for what I scheduled for & now I have to reschedule for another day. ****** was extremely rude, unprofessional, never apologized for there error & said thats the only thing she could do. I told her I would need to take time off work again & I dont have PTO time. I asked if this is how they do business & treat there customer & she said to call another company and hung up on me.

Desired Settlement
First of all I want ****** to call me and apologize for there error and her unprofessionalism with a new customers. After all, if it would have only been $45.00 that I needed to pay to service the softener and get it back up and running I would have bought the reverse osmosis for the kitchen from her anyway. But I did not want to commit as I told ******* from the get go to buying it as I did not know if I needed to buy new parts for the softener and how much it all was going to cost me.

I want her to send a tech to check, service and repair the softener for FREE, including any parts that I may need to buy or purchase for the softener. In addition, I also want her to give me a brand new Reverse Osmosis for my kitchen for $200.00 and provide free warranty for both the water softener and the reverse osmosis for 5 years.

Business Response
Contact Name and Title: ****** ************
Contact Phone: XXX-XXX-XXXX
Contact Email: ******@jswholesaleh2o.com
I can appreciate the conjecture drawn by Ms ******. I do apologize for the appearance of rudeness. We take customer service very seriously and her impression that we don't is disturbing. We offered her the $45.00 svc chg as a gesture which we do to all new homeowners. We do not set appointments for a single time. A 2 hour window is given and as a rule never after 4pm. I made an exception to service Ms ******'s system after 4 pm. ******* has never to my knowledge spoken to a customer regarding the purchase of any water treatment product. She will answer questions if broached by a customer. It is my understanding that ******* asked the customer if we would be changing her RO filters while there to which Ms ****** replied the Reverse Osmosis was no longer present. I believe this led to a conversation about the purchase of a new one. Had the conversation transpired as Ms ****** states, we would have gone out between 4 and 6pm, serviced her water softener for $45.00 plus the cost of parts and we would not be having this discussion.

Ms ******'s phone call with me was rude. I have never had a complaint of that nature before because I rarely lose my temper. I do not turn away business unless I feel both the customer and my company will not benefit by the relationship. Her presumption that my staff was inappropriate, led to my ire and her decision to be confrontational exasperated that ire. I did not hang up on Ms ******... I merely recognized that there was not going to be a reasonable outcome and suggested that Ms ****** locate another water treatment company, of which there are many good ones, and have them service her equipment.

The fact that Ms ****** would still like us to render service, of course under her terms, merely speaks to the fact that she has been unable to find another company to do the work at the rate we offered.

I will respectfully decline Ms ******'s requested arbitration. The present equipment is not under warranty and I do not feel any obligation to continue with the obvious hostility which has been created.

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