ComplaintsforSuperior Water & Air, LLC
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Complaint Details
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Initial Complaint
06/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Superior Water and Air has been non-responsive to repeated requests. We have contacted the local office multiple times and most recently sent certified letters to the main office in Salt Lake City. They are also non-responsive. Superior did not install the air handler correctly in our ceiling. As a result, we returned from vacation to find the kitchen ceiling had collapsed (see attached photos). Superior took responsibility and re-installed the equipment. Their technician also roughly put in sheetrock to cover the hole in the ceiling. It took many phone calls to get them to send a technician to tape and bed the patched sheetrock and many more to have it painted. The painter did a below standard job and the patch showed (see attached photos). We called and called for them to complete the work they had promised. We finally had someone else complete the work. We have submitted that bill to Superior as it was their mistakes in installation that caused the ceiling to fall. Please see attached the letters that were recently delivered to the president and general manager of the company.Business response
08/11/2022
We did send a check to ************** for damages and the check has been cashed. It did take a while to resovle this because ************** was out of the country for several weeks, but he is all set now.Customer response
08/12/2022
Complaint: 17447934
I am rejecting this response because:
Sincerely,
***** And ************************* We had notified the company weeks before they responded! The fact that we were out of country had nothing to do with the issue. If you look at our complaint doc you will see a time line that was not met over several months of request by us , in writing that was ignored until we sent our request to BBB SND *******Initial Complaint
05/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I bought a water softener from this company's branch in Colorado back in 2018. Unknown to me at the time, they potentially voided the warranty on the softener by extending the power cable of the unit through splices. Forward to 5/20/2022, I scheduled to move the softener to a new location. The tech that moved it informed about the splices and for whatever reason, he had removed the extended wire and tried to re-splice it. My guess is the tech put the two wires backward and short circuited the motherboard. The tech told me he would call me back later in the day to fix it once he found a motherboard but he never called me back. I've tried to reach out to the Colorado branch but since they are removing their business from Colorado at the end of the month, they don't feel obligated to answer their phone anymore. It transfers me to the Utah office and they tell me they will forward my message to the Colorado office knowing full well they are not going to be in operation very soon. Now I paid about $5000 to get my warranty potentially voided and to get my unit fried during a move by this company's branch. My worry is they don't take responsibility for any problems the Colorado branch caused and their Utah office just ignores us. I would just like to get my softener fixed. I got a quote from the business taking over Superior contracts and they told me they might have to replace the softener altogether.Initial Complaint
04/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
When my wife and I purchased our home in Woods Cross we had an expensive water softener put in (2004) by Superior. The primary reason we went with them was because of the lifetime guarantee. Recently our water softener stopped working. A tech came out and said that a valve in the system wasn't working anymore, and that they couldn't replace it because they don't support that model any more. I reminded him about our warrantee and then had conversations with another guy who also came out to check it. He confirmed the valve problem and said there wasn't anything they could do. I told him that they gave us a lifetime warranty, and if they chose not to support an old model then it was their responsibility to repair or replace it. He said they couldn't repair it and wouldn't replace it. At one point he said the warranty applies to the lifetime of the product, and that they can't support now that it has run its lifetime. I pushed back on that concept and he agreed that made no sense. At another point he said that it was a manufacturer issue and not Superior that was the problem, but when I tried to get info for the manufacturer he wouldn't provide it. He checked our water pressure and the install and didn't find any issues. I showed him my warranty (uploaded), which says "This water conditioner and/or reverse osmosis unit, manufactured by Superior Soft Water, Inc, is unconditionally guaranteed under this limited warranty as to workmanship and materials for LIFETIME for the original purchaser. Should any part prove defective, said part will be repaired or replaced at manufacturer's option for maximum charge of $75 f.o.b...." He checked everything and then told me I had two options. They could either do a type of valve replacement that would use our same tank and a reconstructed bypass for $680 or I could buy a new system for $2,795. I haven't found any of the "limitations" in the warrantee that apply, nor have they claimed there are any.Business response
05/17/2022
I have been unaware of this situation. I will get involved and do my best to find a resolution.
Todd J******
President
Superior Water & Air
Customer response
05/18/2022
Complaint: ********
Todd, thank you for the response. I look forward to working on a resolution with you in the near future.
Sincerely,
******* *****
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Customer Complaints Summary
6 total complaints in the last 3 years.
0 complaints closed in the last 12 months.