ComplaintsforJohnson Water Conditioning

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is with the service we have received with the equipment we purchased and also rent from the company. We purchased a chlorine system a couple of years ago and rent a water softner. We have had nothing but problems with the chlorine system. Our 1 year warranty has expired and we continue to have issues with the system breaking down. It seems that almost every 6 weeks we are calling for service. I called last Tuesday January 3rd for service. Our system is not working at all. They said that they can't come out until Tuesday, January 10th. I called Monday morning tell them I need an afternoon appointment , as late as possible and They said ok because the schedule had not be made. Later I get a text and email that the tech will be at my house between ****. I immediately called and left a message stating that I needed the afternoon appointment. Now I have to wait until next Tuesday. I also believe I have a lemon with this system.

  

  Business response

  01/12/2023

  After listening to both of the recorded phone conversations between the customer and our two secretaries, we found that the first call between the customer and *****, there was no mention of any time restrictions nor any issue with the day we scheduled the service call for. When the customer called back the day before the appointment and told *** that she needed an afternoon appointment, the customer was told that we would try to accommodate her but the schedule was not set yet. ************** **** also tried to contact the customer on the day of the appointment, once he knew that he was not going to be able to accommodate their timeframe, to see if he could enter the house through their garage to service the equipment as he has done in the past. There was no answer from the customer so he did not do that and rescheduled the appointment. We agree with the customer that there has been several issues with the system. We have however honored our 1 year service warranty and not charged the customer for 10 service calls before the one year warranty was expired and also 5 after their one year warranty expired. Routine maintenance with this system is absolutely normal. The customer has a system that requires the use of chlorine bleach to treat their water. Chlorine bleach is a chemical that is very hard on equipment so the maintenance is just something that is necessary to keep the system operating properly. Periodic adjustments are also necessary because the impurities in the water can fluctuate from season to season. It is actually the customers responsibility to test the residual chlorine levels and make the adjustments themselves along with flushing the mixing tank on the system and keeping chlorine in the solution tank. That being said, we have had to go to the customers house at no charge to make those adjustments for them several times. We did not have to do that for free but as a courtesy, we did anyway because they have been a longstanding customer with us. Im sure the customer is aware of the way we schedule our appointments, by geographical sequence giving the customer their two hour timeframe the day before the appointment, being that we have been to their home for service so many times. Each of our technicians service 10 to 15  customers per day so accommodating a specific timeframe is almost impossible. We apologize for any inconvenience the customer has experienced and will still do everything we can to provide them with good water.

  Customer response

  01/17/2023

   
  Complaint: 18722347
  
  I am rejecting this response because: As you are aware service has not been a priority. When I spoke to *** the morning in question, I told her that I could not make the appointment because I was not home and could not let **** in. Something we have done in the past because again the scheduling is when Johnson can come not when the customer needs them to come. I understand that the tech has an area he covers but having to wait 2 weeks for service is unacceptable because this is our water that we use every day. I told them to make our call in the afternoon as late as possible. The schedule wasn't even made. Why couldn't they put us in later? If you listen to your recordings, you will hear that we have asked to talk to a manager on previous calls and we get another girl in the office. As for the service calls on the chlorine system, you are right that there have been many service calls on a chlorine system that is only a few years old and cost us over $3000. We were told that all we had to do was add chlorine. Yet we have had nothing but issues from bleach squirting out of the system and the ejector not working properly. The times we were not charged was because it was within the one year or the tech had just been out to fix it. Doesn't that tell you something about the one you installed? Why can't you take care of your customers? It not as if we have a call one every 6 months. Why can't you take responsibility for a system that obviously is a lemon? 

  We have been a customer for many years and **** use to take care of his customers. It's disappointing that we have to contact BBB to get a response.

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

  

  Business response

  01/19/2023

  It can not be our responsibility for a customer to make sure they are home when we are scheduled for service. The customer was aware of the timeframe they were given the night before the appointment and if they knew they were not going to be home, they could have figured out a way for ************** to gain access to the home as they have done in the past. We can not schedule specific timeframes because if we do, not all of our customers will be able to receive service on any given day. The times are set the way they are so that we can see as many customers as possible every day. If we catered to everyones specific times, our service schedule would be booked even further out than it already is. 
  

  our website clearly outlines the maintenance instructions for our chlorine injection system. Adding chlorine to the system is not the only maintenance task necessary to keep the system operational. we have obviously stood by our product as we have serviced it many times and replaced parts at no charge. We will continue to service the equipment, if needed, moving forward. Replacing the equipment with all new equipment is not going to make a difference in the fact that the type of system installed requires maintenance and attention. The customer may or may not need as much, more or less service if completely new equipment is installed. I would have the customer read the maintenance instructions on our website and if they have an questions for us on anything, they can contact our office. Also note that our service warranty only cover defects in the product. It does not cover routine maintenance. We know that there have been several warranty issues with the product, However, we have gladly done the routine maintenance for the customer several times at no charge because we know that they have been a good customer of ours for a long time.

  Customer response

  01/20/2023

   
  Complaint: 18722347
  
  I am rejecting this response because: Again, I called and told *** that I need an appointment in the afternoon as late as possible and the schedule had not been made. In the past, your office has worked with us to schedule when someone is home. The fact that the only time someone can come out to my home for service, only on Tuesdays, on your schedule and can't work with the homeowner is NOT good customer service. 2 weeks for service is unacceptable. Even having to wait a week because you don't want someone to drive out of their way is not good customer service.

  As for the chlorine system, I have done the maintenance as instructed. The times your tech has been out has been for problems with the system not maintenance. Changing tubing because bleach is squirting out, adjusting the amount of bleach in the system so the water stops smelling like bleach or adjusting the system because we are not getting enough bleach to kill the bacteria, opening up the system to adjust wires because it's not putting out bleach is NOT maintenance. As you said yourself, that your tech has been out many times. I think that is a good indication that this equipment is faulty at best. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company replaced my water heater within the last year and now it is leaking water and the company says that there is nothing they can do. They installed a defective product and will not stand by it.

  

  Business response

  12/27/2022

  Johnson Water Conditioning installed a water heater for this customer on 12/5/2016. The unit came with a 6 Year manufacturers warranty from the date of original installation Expiring on 12/5/2022. On 12/2/2021 the original tank leaked and we replaced it for him under warranty. The customer then called back on 12/19/2022 and stated the unit was leaking again. We told the customer that the unit was no longer under warranty because it was past the 6 year **** from the original installation. We told the customer that we no longer sell or install new water heaters and to call another company to get a new one installed. The customer insisted that we buy a new ********************** heater for him and install it for labor charges only. We refused because we obviously do not work for free or give anything that we have to pay for away for free. Please see the attached documentation for the dates.

  Customer response

  01/02/2023

   
  Complaint: 18644055
  
  I am rejecting this response because:per the response from Rheem the water heater is still under warranty until September 2023 and just because the company decides that they are no longer installing water heaters doesnt mean they shouldnt stop honoring the work that they did. It isnt my fault that they installed a defective heater.
  
  Sincerely,
  
  *********************

  

  Business response

  01/02/2023

  Our supplier is refusing to give us a water heater under warranty. If the customer can get Rheem to send them a new ********************** heater under warranty, we will be glad to come and replace it for him for only labor costs.  

  Customer response

  01/06/2023

   
  Complaint: 18644055
  
  I am rejecting this response because:unfortunately due to the total lack of professionalism and customer satisfaction on behalf of ******************************************* Company I had to pay ******* for a new water heater. I consider this case closed without satisfaction.
  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. ↩