ComplaintsforThat Water Place

• Initial Complaint

  04/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For more than 6 months, the water filtration system installed by THAT WATER PLACE 1/20/2017 has been leaking. Multiple service calls and finally called ******** ***** ******* ** ******* and learned that I was wrongly told I need new system (still under warranty) and found multiple issues detailed below: • For many months I complained to That Water Place of LEAK, Although they came several times, they could not fix leak. • 11/22/21: Finally, after multiple calls they replaced piston on Watermax charged $117.65 • Despite this “repair,” LEAK continued. My calls were IGNORED, did not keep appts and rudely said “they fixed it.” • 1/14/22: Finally, sent text pictures of the leak and how I was filling buckets. • 3/16/22: Charged me $343.47 to rebed system and “cleared out drain restrictor” • 3/26/22: STILL leaking and sent videos text • Called multiple times, left messages and finally when got owner he was rude & told me my system over 5 years old DON’t call. • 4/1/22: The system was rapidly leaking water and finally Taina actually replied at 2:25AM and left voicemail April 1 that she would get someone out to me. At this time, changed a part, but told me my water softener system was impacted and needed to buy a new one for over $3000.00 4/4/22: Called Advanced Water Systems to buy new system. Below is Summary of findings: WATER SOFTENER SYSTEM: • Did NOT need new system, not impacted, did not need to be replaced & STILL UNDER WARRANTY! • found a missing screw, plastic debris plugging orifice CARBON REBED Performed 3/24/22 by That Water Place Invoiced 3/16/22: Found Chlorine 1 PPM & yellow tint indicating Carbon NEEDED to be rebed Complaint: 3/16/22 That Water Place Invoice $343.47 for carbon rebed & clearing drain restrictor – but system still leaking 3/26/22 and 4/4/22 Testing showed system needs and told me NEED new system over $3000 That Water Place did NOT fix leak and did not rebed adequately services charged on 3/16/22 invoice Should NOT have to pay!

  Business response

  04/12/2022

  At That Water Place customer satisfaction is our top priority, and we strive to always provide quality services and products.  We have provided the dates and services done to try at our upmost to keep the unit running properly.
  

  01-20-2017 WaterMax installed with 5-year warranty, expiring 1-20-2022
  11-08-2021 Service called in- Check over system
  11-19-2021 Replaced piston on WaterMax.  Charged $117.65 
                             $21.35 was credited back for the piston.
  12-27-2021 Service called in-Unit leaking
  01-03-2022 Cleaned & lubricated flow switch.  No charge
  01-11-2022 Service called in- Unit leaking
  01-18-2022 Replaced flow switch.  No charge
  01-20-2022 Warranty expired
  03-10-2022 Service called in-Unit leaking
  03-16-2022 Cleared drain restrictor.  Charge $96.30
                              Did yearly carbon rebed.  Charge $247.17
  03-28-2022 Service called in-Unit leaking
                          Unable to provide service, customer was not available
  04-01-2022 Service called @1:53am-Unit leaking
                          Returned call @ 2:24. Spoke with Ms. **** @ 2:39am.  Office spoke with Ms. ****,
                          informing her that a part had been ordered and service will be done when part comes in.
   04-04-2022   Replaced start up switch.  No charge

  We do apologize that we were unable to repair the unit to your satisfaction, therefore we will remove the outstanding balance and close account per Ms. ****.

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