ComplaintsforPinch a Penny

• Initial Complaint

  04/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After being a customer for 8 years and spending thousand of dollars, I have being ripped off . A few weeks ago my wife purchased at this store a new water filter system. Not only they installed the wrong system and we let it go to avoid any confrontation between owner and staff, but it never worked properly. Then after a few requests asking for them to check why the system is not working properly, they told us to wait 2 to 3 weeks to have the first available technician at my property with a charge of $125. I should had the system removed, have them install the correct one I purchased and made sure before they left that everything was actually working. I feel sorry for the staff that they need to deal with this kind of management. THIS MUST A BE A PLANNED GIMMICK TO HAVE SOMETHING INSTALL THE WRONG WAY AND THEN CHARGE YOU TO SEE WHY IS NOT WORKING! All could have been resolved in 30 minutes or less. I live 7 minutes from the store

  Business response

  05/19/2022

  Business Response /* (1000, 5, 2022/04/27) */ We're sorry the customer feels this way, but it stems from what we believe is miscommunication. The customer believes he has the wrong filter because it is a different color. The manufacture has changed the color of the unit due to supply issues. It was confirmed with the wife at the time of installation that it was okay. The installation of the filter was completed in February. On April 25th we received a call regarding a possible problem with the operation of the unit from the customer. The conversation that took place by phone with the service manager and the wife on the morning of April 25th was that we would be able to schedule our repair technician out, however the first available would-be May 10th. She requested a later date because they would be out of town and they wanted to be there so they settled on May 17th. It was explained to her that if it is a problem with the filter, it would be covered under warranty, but if it was a problem with the equipment elsewhere, it would be a service call of $125.00; she confirmed that was okay. The husband came into the store in the afternoon on April 25th and spoke with the service manager and it was explained to him that under the circumstances to expedite his concerns, we could fit him in the same day. It was also explained to him that if the unit was malfunctioning it would be covered under warranty, but if there was another problem with the system that would be a service call at $125.00. After continued discussion, he declined the opportunity for service and requested to cancel the service call on the 17th of May. We are more than happy to complete the service call for the customer. I have reached out to the customer by telephone and have not received a response at this time. As stated above, anything under warranty is at no charge to the customer.

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