ComplaintsforAmerican Water

• Initial Complaint

  09/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They didnt nail down a price till the moment of installation. I specifically asked the installer how much the install was. The installer was on the phone with the office and relayed to me he said h*** do it for $400. They failed to get the proper permit. The original installation plan was against code. Nothing was in writing till after the work was done. They billed nearly a grand more than the quote, Lastly nobody has been able to explain why.

  

  Business response

  09/18/2021

  We met with the customer at the end of June 2021 to do a ********************** assessment and a plumbing audit.  Our territory manager determined that the home was not pre-plumbed for an installation of a water softener so we had to come up with a way to plumb an installation that would include treating the water for the whole house.  Our territory manger created an estimate in our software and emailed the estimate to the customer that afternoon.  At a later date **************** contacted us to proceed with the equipment and the installation and made a deposit, with the balance to be collected up job completion.  When the installation team arrived it was determined that the proposed layout that was discussed and recommended was not able to be completed as planned.  At that time several options were discussed and reviewed with the customer.  Options were discussed which would have increased the price or kept the pricing the same based on which option the customer preference.  The customer opted to approve and move forward with the option that would not increase the pricing.  With the change, this extended the installation timeline and the type of installation and indeed a permit needed to be pulled.  The permit was pulled and installation took place the following week and was completed and equipment was in working order.  The balance was not paid at the job completion and our territory manager and AR department began the process of contacting the customer for final payment.  After approximately 3 weeks of unsuccessful contact or returned calls, the customer came to the office.  At that time the customer made mention that there was an approx. $1000 price discrepancy, which had not discussed or raised as a concern at any time and customer paid the entire balance in full.  That afternoon I saw a negative review on social media and began the process of determining what what going on.  I made several attempts to contact the customer via phone to discuss the concerns and issues, the customer would not return my calls.  I opted to email the customer and was responded with a vague response, again with no details.  At that time we authorized a refund for the amount as a courtesy to the customer.  We understand that the changes of installation from the original layout may have not been ideal, however we still made the installation happen and were able to accommodate the customer without an increase in cost.   After informing the customer of the refund via email, we have yet to hear back from the customer and the refund was processed with an email receipt.  We have still not heard anything from the customer.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩