ComplaintsforEastern Ontario Water Technology Ltd.

• Initial Complaint

  29/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We discovered that our well water in *********** Ontario had bacterial contamination and a small amount of gasoline, iron, sulfur. We spent over $10,000.00 for a wholehome system to protect our health, and our home from discoloration and hardwater build up. A uv for bacteria, carbon filter for gas, and variour other components including a tank for drinking water to our kitchen tap. After installation we still had black sediment, and yellow water. The sales rep tested the water and system and said it was a seasonal problem due to disturbing the water table after heavy rain/runoff from snow. I also had a second full water test completed by ******* for the second time to ensure nothing had changed since installation. Had been tested by them previously. For the one year service call, I was charged over $700.00 just to change the filters and check functionality again. 100 of that was to FIX the drinking water tap, it wasnt installed properly to begin with. No salt was brought. Second year service call in 2021, asked specifically for salt, and the tech argued with me about the work order, no salt. Made excuses about the yellow water, tested the system, said another tech would come to do supplementary tests at a later time. No one phoned, email, no invoice given. A week later I email for update. A week later get a survey request to which I gave a 0. Week later call from the original sales rep about the survey, told him what happened during the service call. Argued with me that we have bad water, tried to upsell another piece for our system to correct the problem they haven't tested for yet, and then insulted me by assuming that I "am not in a position to pay for" additional parts. Then he admitted that he has been in the business 25 years and this area has problems with tannins. Not previously mentioned to me. Checked their website and says that iron and tannins usually go together. Asked him why this wasnt mentioned at point of sale,since he is so experienced. Week latercallforbalacedue

  Business response

  06/01/2022

  ***** ********* ***   ***** ********** ******** *** **** **** ** *** ***** ******* ********************** *** ******* ******* ******** ** *********  

   

   

  Please see our response to complaint #********

   

  Thank you for reaching out.  We are happy to respond to the issues brought to our attention.  The water concerns raised at the time of purchase, November 28^th, 2019, were Hydrocarbons (gasoline), Bacteria as well as Iron and Sulphur, which can discolor water.  These were all apparent in the client’s water table upon the on-site tests.  However, we are unable to test for gasoline, but we were provided with a lab test result from October 15, 2019, from the client which indicated levels of Semi-Volatiles which were above the Ontario Provincial objectives.  Our solution provided for all of the client’s concerns. The first and most important was the gasoline in the household water followed by the Bacteria, Iron and Sulphur, and finally drinking water. As part of the sales terms ******** agreed to do follow up testing from a lab for the Hydrocarbons and an in house to make sure all the other filtration equipment was functioning properly after installation.  A copy of the lab results was given to the client in late December 2019 and the follow up was done as well in home by the Water Technologist.  The client agreed that all was working well.

   

  The black sediment and color were residue build up in the lines that was breaking free due to the Water Treatment equipment now in place flushing out those lines.  We sent our service man for this issue which also caused low water pressure for the household as the filter was working and getting filled with the sediment.  The pre-filters were changed for the client at no charge, for the filters or the service calls, December 23^rd, 2019. January 2^nd, 2020, and March 24^th, 2020.  The two other service calls we have had for them have been annual service on the existing equipment which includes filter and UV Bulb Changes, Reverse Osmosis Filter changes.  While there, the Serviceman also checked over of the existing equipment to make sure timers are set properly and that they are functioning properly.  There was no charge issued for the drinking water tap.  In fact, it was just replaced for a new one on our last service call November 11^th, 2021, at no charge.  Also, the two annual service calls in 2020, and 2021 have been $584.97 plus tax and $585.11 plus tax.  Of note, these annual service calls were initiated by the client.  As for the Water Softening Salt , our service tech does not deliver salt normally and it would not show up on his service order.  We do have a dedicated delivery team that would be happy to deliver and put the salt right in their Brine Tank if they would like. We do apologize for any misunderstanding regarding the Salt Delivery. 

   

  The conversation with the Water Technologist after the most recent service call was to help explain the cost involved and the services completed which were mentioned in the paragraph above.  They were also reminded that the services competed on November 11^th were the same as the previous year.  Regarding the Tannin question.  It was first explained to them on this most recent phone call what a Tannin is and that they were not harmful and can come and go depending upon time of year, rainfall, run-off etc.  They can cause mild coloring in the water depending upon the level.  They were informed that there was a solution for that if this was a problem that they felt needed to be addressed.  A test would need to be done first to determine if that is in fact a problem.  During the previous service calls and water tests that issue was not raised as concern.  When we have been there and tested our equipment, it is performing very well to date.

   

  Upon receipt of the letter (Dec 23^rd, 2021) we have called the client twice and left messages both times. December 23^rd and 24^th.  Our hope was to gain a better understanding of how we can help and hopefully resolve this matter.  We have not received a reply to date.

   

  Regards,

   

  Tom K*******

   

  Branch Manager

  ******** ** ******** **  ************ *** ****

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