Complaints

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They Installed the system,but never work properly,we calling for service lots of times and they replacement parts but is all ways a different problem, we are only two people in the house and the system works constantly and use lots of water.

  Business response

  09/27/2024

  This system was installed in March of 2023.  We went back to the customers house on 05/02/2023 to replace a board on their iron system.  The previous board caused the system to run more then needed and was putting air into the water.  The iron system itself still worked and was effective and removing iron as it is supposed to.  The water was retested after the service call on 05/02/2023 and everything was working as it should.  We have not heard from the customer since then except for this complaint.  We are happy to go out and retest the system to make sure it is working properly at no charge.

  Customer response

  10/01/2024

   
  Complaint: 22343465
  
  I am rejecting this response because we have records of how many times they have been to our house to attempt fix the problem but it still not resolved
  
  Sincerely,
  
  **** /****** *******

  Business response

  10/02/2024

  Our records indicate that they system is working as it should be since our last visit.  Our offer remains to go and inspect the system at no charge.

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/3/2022 purchased and on 9/6/2022 installed a water softening system and RO filter system for $8,100 from RainSoft of Chicago. At the time of purchase and again at install, we were told that some old, defunct filtration system equipment in our home would be removed, which did not occur. Then we were also told we would be given follow-*** on our satisfaction with the product, which also did not occur. After little over a week of use, we noticed that several household members were having adverse reactions to softened water. Contacted RainSoft after 1 to 2 weeks after install to relay our issues with the water quality - as in our family was not responding favorably to it. I left multiple messages and was told repeatedly that someone would contact us back to help. I called 1 to 3 times a week from that start and left repeated messages, or when reaching a representative, was told that someone would contact me back. It took until 10/13/2022 at 11:39am before we were finally contacted with a promise to be called on Monday 10/17/2022, which did not occur, instead being called the day after, after I reminded them they did not call as promised. By then, the family have lost our desire to continue to using the product. The business so far has insisted that there is nothing wrong with their product, to which I agree that it does as it intended, however, due to their lack of response to our issues, and our own continued trouble with the quality change in our water, we wanted to have the system removed and refunded for the full amount as we no longer wished to do business with them. The company has not agreed to this and continues to require us contacting them directly to get any response. The best they have offered is to uninstall the equipment but with only a partial refund, to which they have also not disclosed what amount. We were told they would present an offer to us 11/4, then on 11/6, but neither has occurred and we have not been contacted since.

  Business response

  11/28/2022

  As stated by ****************, RainSoft of Chicago installed a new water treatment system on 09/06/2022. At the time of installation we disconnected the existing system and the customer was told that we would schedule a time to return to dispose the existing system which was scheduled and completed.
  
  We were contacted by the customer almost a month after the installation was completed. They stated that they were not happy with the water. At that point, it was suggested that a service technician visit the house to make sure that the equipment was working. It was agreed and we sent a technician out to their home. Upon inspection of the equipment, it was determined that the equipment was working as designed.
  
  We were then told that the customer just didnt like the clean ********************** feeling and wanted the system removed. It was explained that there was nothing we could do. **************** agreed to the purchase of a system after we tested his water and he sampled the water from a mini filtration system at the time of the sales call. He then signed a contract. RainSoft of Chicago delivered and installed a water treatment system that is performing to its specifications and certifications. The 3 day right of recession expired.
  
  If the equipment didnt work correctly, we would have removed the system and issued a refund. In an effort to help satisfy the customer, a partial refund was offered on 11/7/2022 and **************** refused saying that anything less than a full refund was unacceptable. At that point in time, he indicated he would be issuing a complaint to the BBB.
  
  We understand that the BBB is a platform to help resolve issues and inform customers of a companys performance. It also serves as a platform to protect the businesses that it represents. We strive to resolve all issues and in this particular instance, we  dont feel that RainSoft of Chicago is at fault and shouldnt be held responsible for installing a system that works as it was designed. Additionally, we have tried to resolve this in a reasonable manner by offering a partial refund. The offer still stands.

  Customer response

  12/02/2022

   
  Complaint: 18379200
  
  I am rejecting this response because:
  
  

  I do not feel as though the initial letter of complaint was investigated and taken to heart. I can provide phone records to show that I attempted to make contact to RainSoft of Chicago at least 11 times starting from 9/12 until I was contacted back finally with attempts to resolve on 10/13, with apologies for not reaching us sooner, text feed can also be provided here. This is contrary to the claim that it wasnt until over a month after installation that we attempted to contact RainSoft. Our desire was to work through our issues early,but again, our displeasure was in the lack of response that led us to our desire for the equipment to be uninstalled, not that the equipment is not functioning as intended.

  Repeating what I had said before in the initial complaint, we were promised to have old equipment removed: didn't occur. We were promised to be contacted within a week to review how the installation went and how we were dealing with the water: didn't occur. There was also supposed to be material sent to us regarding the retail store/purchase program for filters, soaps, and other related material that was never sent, and we did not find in the welcome packet. It took ********************************************************************************************************* resolving our issue, but again, by then our patience had dried up.

  The partial refund that was referred to as a possibility, but never officially offered. And as we understood it, would remove the system, but this would mean that we would still be paying in some capacity for a system that we no longer then had. Granted, it would satisfy one of our conditions, but it would leave us financially in the hole for the equipment. If we had misunderstood it, then we will need clarification.

  As far as the 3-day right of rescission, that detail was not brought to light until later. If it was discussed at sale/install, the insistence from all parties involved that it would take at least up to two weeks before we could be certain of the changes that the filtration system would show results would have pushed that detail out.

  Our desire to have the system fully refunded and uninstalled is still our primary goal of resolution, but given as RainSoft appears to not agree to this,we will also accept the following:

  1 removal/disposal of the old filter system as was promised when purchased and again when the initial install was made

  2 information on the material for the retail purchasing program that was described to us at the time of sale

  3 partial refund. We will need clarification as to amount, timing, and all other conditions that would be part of it, however before agreeing to it.

  4 a written promise that for future concerns that communication from Rainsoft will be more prompt in returning our calls

  Sincerely,
  
  *************************

  Business response

  12/19/2022

  In response to the last correspondence, we offer the following to help resolve this issue.
  
  1.      We will immediately call and schedule a time for the original equipment to be completely removed from the customers home.
  2.      We will send over all related material requested to include a copy of the purchase agreement and soap package.
  3.      We will increase our offer for a refund from $1,500 to $1,750 to be issued within 2 weeks of the acceptance of these terms.
  4.      We will gladly issue a written promise that we will respond to all *************** in a prompt manner (***** hours).
  
  We sincerely hope that by meeting all of the customers requests that we can finally resolve this issue.
  
  Please let us know if there is any further information required.
  
  Regards;
  
  RainSoft of Chicago
  

  Customer response

  12/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩