ComplaintsforEcoWater of Central California

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 10th, 2024, I signed a contract to install an eco water softener at my home for a purchase price of $8,690.00 before rebate. The agreement included a soap subscription and rebate of 15%($1,303.50) to be issued after installation. Installation occurred on August 17th.I have requested the paperwork for the soap subscription multiple times, and the representative (*****************************) has canceled the appointment multiple times.I have been provided false, inaccurate information as well. ***************************** stated my desired installation location should be no prob. On installation day the installer said it would not be possible. ***************************** also stated the rebate takes 14 days; however, the billing department told me 6-8 weeks.As of today, August 22nd, 2024, I am still waiting to receive the soap subscription paperwork or information about when I should receive the rebate check of $1,303.50. I asked ***************************** about the initial system settings, and he said they are set by the installer based on the initial water testing at my home. Water testing was never conducted. Screenshots of text messages with ***************************** have been provided as evidence of conversations and false statements he made.

  

  Business response

  09/03/2024

  We reached out to ******************** on Thursday, August 29th and was requested to make arrangements to deliver rebate check, test the water and inpect the unit on Tuesday, September 3rd due to the Labor Day holiday.  All terms of the contract will be fulfilled by Ecowater of Central California.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  EcoWater of Central California ************************************************************* Phone ************ Invoice 95548A Approximately a year ago, I had my system serviced due to filling up with water. At that time the venturi was not working correctly, (even though it had all been serviced a short time before). At that time I was told that the face plate was not working but it is under warranty. I called EcoWater to inquire about the faceplate and asked if I was going to have to pay another service call for them to come out and fix it. *** said she would call me back. I never received a call back and found that the tank was again filling with water. I used the bypass valve and shut the system off, thinking that I would hear from EcoWater and they would take care of it.Now, nearly a year later, I get a call from ***** at EcoWater and it is again time for service of my system. I explained to ***** about the faceplate, and that I had never been called about it and that because it was not working correctly, that I put it in by-pass mode. She said she would make sure that the correct part came out. *** came to do the service, 11-13-23 m which included 375 membrane, annual R/O service which I then received and additional bill for $68 to pay for the warranty work. I emailed twice requesting and explanation why I am being billed for something that is under warranty. I never received and explanation, but I did receive another invoice for $68. I called, and again spoke with ***, I never received an explanation. The exchange of the faceplate amounted to unplugging the old one and plugging in the new one. I was presented with a bill for $388.45, which I paid on the spot. Unless I receive and explanation why I am being billed additional money for warranty work, I do not intend to pay this additional bill. An explanation would include that the company charges EcoWater for this service, or does not pay for this service in writing

  

  Business response

  11/30/2023

  The customer was incorrectly being billed for the service rendered and the accounting adjustment has been made.  EcoWater of Central California has removed the service charge of $68 attached to the warranty part for the service call on November 13, 2023.  Any future service calls that include warranty parts will have a service charge attached.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have never signed up for anything with EcoWater and I cannot remember the last time I shopped at Costco. I received a voicemail on 04/06/23 from Catherine with EcoWater stating that she was following up with me regarding water testing I signed up for at Costco. In the voicemail she never mentions who she is calling for. Since then I have received phone calls at least twice a week. I finally answered 2 of the calls one on 04/11/23 and the second on 04/12/23. I received a call at 4:30pm on 04/11/2023 from Catherine stating her name and that she was calling from EcoWater. She asked for "****", I told her that she had the wrong number. She said she apologized and stated that she misdialed, the phone number she meant to dial had a number transposed but was similar to mine. She then asked if I was a homeowner and if I was interested in water testing. I told her no thank you please remove my number. She said ok, and hung up. On 04/12/23 at 1:05pm I received another call from (**** ********, the lady stated she was calling from EcoWater and asked to speak to "****" regarding water testing. I told her she had the wrong number and requested that they remove my phone number. She apologized and stated she would. Again, today on 04/13/23 at 12:30pm I received a missed call. At this point, this is harassment and a wrong number TCPA violation. At this point I want to be removed from their call list and I am requesting to be paid $1,500.00. I will seek legal counsel if this cannot be resolved.

  

  Business response

  04/19/2023

  Our records show J. ******, our lead generator at the Clovis Costco Store received the name "****" and the phone number (**** ******** on March 1, 2023.  On April 6, 2023, our appointment setter finally made contact with the complainant.   Ms. Carrillo told our office we had a wrong number.  The number was taken off our list.

  Our appointment setter will call each lead signed up at a Costco Warehouse each day for 14 days.  Those who have not responded will be called over a period of a couple of months, or until the lead sets an appointment, or states they are no longer interested in water treatment.

  When a message is left for a prospect, or he/she calls the office to not call anymore, our staff will not call that number again.

  The complainant appears to live in an apartment.  Our appointment setter would have never called a "non-homeowner" if she would have known.  No appointment is ever set with individuals who do not own their home.

  The TCPA (Telephone Consumer Protection Act) does not apply here.  The name and phone number was given to a lead generator.  Staff called the number given to them.

  Once the appointment setter found out the complainant was a renter, the number was marked off and would not be called again, just as we do with all leads who are not homeowners.

  Based on our investigation, the complainant did not receive an unsolicited phone call; once the appointment setter found out she was a renter, no further contact was made; and the facts show no TCPA violation occurred.

  Customer response

  04/19/2023

   I am rejecting this response because:
  
  When I spoke with the first caller I mentioned I never signed up for anything and there was no “****”. She mentioned that she mis-dialed and stated the number she meant to call ended in 6606 not my number. Once I mentioned that it was the wrong number she then asked if I was interested in their product. I currently reside in an apartment but I am a homeowner. Nevertheless, I will be seeking legal assistance as I received another call after requesting to be removed. My husband received the same calls as well from the same number asking for “****”.

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