ComplaintsforJason's Water Systems of SA

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *****'s water softener system was installed in our new home in May 2020 by ******** Homes. We moved in in June 2020 and since the beginning have had issues with the system, they kept saying it is a plumbing issue, it is not, the system was running cycles even when water was not being used in the house. We tried to engage the builder in helping us as the customer service with *****'s was deplorable, the person who spoke to us was ***** . ***** then sent us an email that she would get back to us but never did and then said that she spoke to the builder. We got the system checked by Culligan watersystems as we wanted to replace it and the systems were noted to be faulty. We were told that the Cartridge had to be replaced but the system is just 3 years old and usually should last 10 years. We want a refund of our system to pay for the culligan and no one should every experience the crappy customer service that *****'s provides. ********************** are lacking respect and knowledge on how to communicate and be respectful of customers and ***** cannot keep up to her written word.

  

  Business response

  07/05/2023

  You have our **** Series Jasons Water System.  This system is a dual media system having both Resin for softening and Carbon for filtration.  This system carries NSF ANSI 42 testing with Chlorine removal up to ******* glns of water.  Avg adult uses ***** glns a day.  Your system has been reading avg **** glns a day which has been explained to you as an excessive amount of water dating back to Feb 7, 2022.  Also, as a reminder, water softeners do not produce or create water usage.  They only allow water to flow through the system as you turn water on within your home or elsewhere along the plumbing line after the main connection.  Upon arrival to install your water system, there was already a set plumbing loop in your garage that was provided by your builder.  We are not privy to the connections behind your wall or which lines have been tied into after the water system connection.  Your system does come with a LifeTime warranty for valve, electronics, fiberglass tank, brine tank, and softening media as long as you maintain and replace the Carbon at the end of its lifespan.  Your current total volume, as of May 12, 2023, is 552, 673 total gallons.  Your model system requires that the Carbon be replaced at ******* glns of water.  We have records of numerous conversations explaining how a water system works and how the carbon needs to be replaced once exhausted.  Weve also offered to pay your builder half the cost of this tank change which is a total cost of $850.  The rest of your system is still in good use and able to work properly. 
  We do apologize that there is no answer to why or how your home is going through so much water.  We also stand behind our system as it has been tested by IAPMO for the above data to be in good working order. 

  Customer response

  07/06/2023

  Complaint: 20246845
  
  I am rejecting this response because: The business refuses to accept that the system was running without water running in the house and that is why it was running through so many cycles and using up salt as well.
  It is natural for you to defend your system. But all these times different people have come to check and given explanations that were not solving the problem. We had to live with this for past three years without any help. Hence the decision. Even for once you have not mentioned possibility of a defective system, which is surprising.  All things mechanical are not necessarily 100% foolproof You havent considered the trouble we have gone through even once. The system was foisted on us by builders.  If we were to select, it would have been different 
  
  Regards,
  
  *********************

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a customer of *****'s ******************************************* for about the past 7 years. On 07/8/2022, I had the water softener tank replaced as required. I have had nothing but problems with the unit since. I have placed multiple calls & generally talk to *****. That is if I am able to get a person on the phone at all. I generally don't get a call back when leaving a voicemail. It seems she is the only person you can contact there. She is ******************** the severity of the situation & gives me instructions such as wait & see if it happens again or fill the system with salt & then regenerate, Following her instructions caused the warranty to expire & today I had to pay $167 for something that I feel I shouldn't have had to if I had been listened to in the first place. The calls for service: 2 on 8/1/2022, 1 on 8/8/2022, 2 on 8/9/2022, 2 on 8/10/2022, 1 on 8/12/2022, 1 on 8/18/2022, 3 on 8/19/2022, 1 on 8/24/2022, 1 on 9/04/2022, 1 on 9/7/2022, 2 on 11/7/2022, 1 on 11/18/2022, & 1 on 11/25/2022. Gaps in the calls were from me following instructions & waiting to see if the malfunction occurred again. At one point, due to the salt completely disappearing from the tank, I was told by ***** to fill it up to the top with salt & regenerate. I have someone deliver & put the salt in the softener for me because the bags are too heavy for me to lift. It took some time for them to come & do this, which wouldn't have happened if the water softener was working correctly in the first place. I always keep the salt adequately filled & I can get proof from ******** showing salt ***************** putting the salt in. Also, because I only get paid on the 1st of the month, I had to schedule service for when I would have money to pay as they wouldn't take my information & hold it a couple of days until I did get paid. I could see it if it was a couple of weeks, but it was just a couple of days.

  

  Business response

  11/30/2022

  Thank you for your input.  ***** is new to customer service in JWS and learning how to respond to certain service requests.  You are absolutely correct in not needing to pay for your service today.  I will review this with ***** and start your refund process today.  It will take 3-5 business days for you to see the return.  

  Thank you again for this insight.  Please know that at JWS we have high expectations from our service team and are growing.  We apologize for this inconvenience and will be happy to resolve your concern ASAP!

   

  Thanks, 

  **********;

  Owner

  Customer response

  12/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  (Had a terrible experience with ******* Water Systems.)We just purchased a home in Mountain Lodge and the existing water softener stopped working. We contacted the manufacturer "******* Water Systems" who told me the system needed to be "maintenanced." That they would **** $167 to come out and maintenance their system. After no call, no shows on Friday. (I MISSED WORK)A tech from ******* came today 6/13 @9am. He glanced at our system for about 1 minute and told me it had a bad tank. He said it required full replacement for $1350.00 (Warrany sale xfer)I asked myself how he could possibly know this after just glancing at the system. After turning down his request for a new tank. He then told me that he needed to **** me the Maintenance charge of $167... Even though absolutely no maintenance was performed. I then called the ** offices to inform them that this wasn't a good encounter. The ** Manager stated that he was able to diagnose the system so quickly because the system tells them by hitting "info" how much water the system has distributed, and that tells them that it was end of life. My question to her, "Why didn't someone from your front office have me do that in the first place over the phone when I original called them to save me $167?" I've now lost out on missed work pay, and I'm out $167. The ** Mgr then changed her original wording/description citing that it was also a trip charge of $167. LOL.So this guy was in my garage for a womping 5 minutes, did no official diagnostics, nor any type of testing whatsoever. That's a rate $2k per hr. Already feels like these guys are awful to deal with and operate deceptive intent.

  

  Business response

  06/15/2022

  Owner of the company, *****, received information that this customer was not happy with services provided.  After reviewing the customer accnt and notes from technician we did find that the technician did run through diagnostics on the valve and recorded that the syst has run through over ******* glns of water.  The carbon media inside the syst is tested with lifespan of up to 300K.  Once the syst runs through additional glns the media does need to be replaced.  It is my understanding that this was not clearly explained to this homeowner at the time he made contact with our office.  ***** called same day to review concerns with homeowner and reimbursed $100 immediately.  ***** also explained in detail how the system works and suggested customer keep system in bypass position until they either change out the media or replace the product.  It is our desire to continue working with this customer and learn from this experience.  We have already held a meeting to review with office representatives concerns and redirection on how to handle this situation in the future. 

  Customer response

  06/15/2022

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  Regards,
  
  
  *********************

• Initial Complaint

  11/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/2/2020, we purchased a new water softener and drinking water system from ******* Water Systems in the amount of $4245. On 10/28/2021, I noticed the system was leaking all over the garage. My husband called ******* and explained the issue and also scheduled the yearly maintenance. The ******* technician came out on 11/04/2021 to address the leakage and perform the yearly maintenance which totaled $376.32. During the yearly maintenance, the technician emptied the brine tank. What I didn't realize is that he emptied it in to mine and my neighbors grass resulting in the grass dying. Additionally, the technician recommended that we replace 3 filters for the drinking water system. After further research, it seems that one of the filters only needs to be replaced every two years. So, why did he recommend we replace it? On 11/13/2021 the brine tank was again overflowing in our garage. My husband called ******* and a technician was scheduled to come out on 11/17/2021. The technician stated that a spring wasn't "seated" correctly and there was an issue with a clamp. He told my husband that they would be replacing the grass. On 11/18/2021, I came home to a pile of mostly ***** sod on the side of my yard. I then called ************************** to ask who would be installing the sod. The woman I spoke to on the phone stated that they are "not landscapers" and that the grass wasn't dead it was "dormant". She said she would pass on the concern to someone else (*****?) and that she was in meeting at the moment and would have her call me. It is now 11/23/2021 and I have still not received a call back. Tonight, 11/23/2021, I walked out into the garage and the water softener is leaking again. My husband has contacted ******* and sent emails with pictures of the current leak.

  

  Business response

  11/24/2021

  Sorry to hear your system has a new leak! We received your email last night a little after 6pm and have placed a call to the ph# on file first thing this morning.
  After reviewing your file and talking to our technician, he
  confirmed with your husband that we would buy new grass and drop off. We purchased new grass from local hardware store and explained that the grass is alive, but in a dormant state due to the change of seasons. All of the accessible grass at the local store are in the same state.
  They assured us that the grass will become green and continue to grow as long as it is watered regularly. I do not feel comfortable having our technician remove your grass as he is not a landscaper. If you would like, send us a company that does this work in your area we can pay for a professional to do so.
  
  I also spoke to our technician about why he changed all 3 filters. He said that he spoke to husband and explained that not all three were due at this time, but he did have the membrane in truck if y'all would like it to be changed. At this time, husband requested that all filters could be changed. I can offer you reimbursement on the membrane filter if you are not in agreement with your husband's decision. Please let me know.
  The issue with the brine tank overflowing was due to debri getting caught in the spring on the brine plunger at the bottom of the valve. Our technician noted that he found the issue, re-seated the spring and confirmed all was well with the brine draw cycle. There have been no further issues with brine tank overflowing since this finding. I've also reviewed your account and am pleased to see that there have been Zero issues with service on your water softener since installation.
  Once again, we did receive your email sent 11.23.21 @ 6:12pm and have attempted to contact the ph# on file first thing this morning. We will definitely come back out, at no charge, and correct the new found leak on the 90 where the silver clip is located.
  
  It is our desire to make any corrections needed as fast as possible so that y'all can continue to enjoy your clean water. Please let us know soonest availability for return visit as well as reimbursement for the membrane that you are not in agreance with.
  
  Thank you for letting us know of your concerns.

  Customer response

  11/28/2021

  Complaint: 16175560
  
  I am rejecting this response because: If we are understanding you correctly, ******* is now placing the additional burden of finding a landscaper to install the sod on us, the customer. This should not be our responsibility. Once again, your technician killed our grass as well as some in our neighbors yard due to his negligence. Perhaps, there should be some professional development so this property damage does not occur in the future.

  My husband returned your phone call on 11/24/2021 at 10:35 AM. At this time, he was told to place the water softener system into by-pass mode. Additionally, the soonest a technician would be available for service would be 11/30/2021.  Our system was installed on 11/02/2020. In approximately the last 30 days, the brine tank has overflowed/leaked twice and the head of the water softener once. So, I'm not sure how you could possibly say there have been "zero issues".

  We would like reimbursement for the Membrane filter that was installed ($135.00) since it still had another entire year of life. We disagree with your technician's version of the conversation that took place regarding the life of the filters. I overheard the entire conversation. My husband asked if/when the filters needed to be changed and the technician indicated that they needed to be changed and he had them in the truck. Why would we change a $135.00 filter a year before it was due. That is just silly.
  
  Regards,
  
  *******************************

  

  Business response

  11/29/2021

  Yes, you are on the schedule for repair.
  Reimbursement is in process.
  We can locate a contractor to replace your grass. I thought y'all already had one lined up for some reason. I will get ontop of finding contractor asap and get your grass taken care of and keep you posted.
  Trust that we have definitely had discussions in recent service mtg in regards to acceptable locations to get rid of brine water due to this incident. I do apologize for our technicians lapse in judgement.
  Please know that we are doing everything we can to rectify your situation.
  This type of service is not reflective on the standards that JWS has in the field and are working towards a resolve asap.

  Customer response

  12/02/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They have written a guarantee that they will refund the money for the filter. Additionally, they have guaranteed that if the grass does not grow in the spring it will be replaced with sod. 
  
  Regards,
  
  *******************************

*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. ↩