Complaints

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a water softener system installed back on 05/2023 through ****** Water Conditioning , and I paid $1,898.00 to get an updated water softener version called Hero 1 Cube Water Softener that was supposed to absorb entire chloramine molecules at once, without the need to break down the ammonia/chlorine bond first. Unfortunately, this water softener did not work at all. It did affect our skin and sculps so bad, every time we take a shower, we would have that feeling of hardness and sticky feeling all over our bodies and sculps. I called them three times and each time, they have different explanations, I would one or two bags of salt to find the water level stay above the salt and be full of bubbles, the last tech came in December and checked the cold water said its working but it's not as it should was trying to show me how the color would be changed to specific color but it did not , then he asked to check the hot water and then he said that it shows as if you do not have water softener at all, he then recommended me to flash the hot water tank and I did but the problem still there , my dishes still showing those salty spots , and that hardness we all feel every time we take a bath still there and it's getting worse. I am sure they have provided me with a broken water softener. The last time I called this company, the manager there told to go and do whatever I want to do and that he will not send me anyone else to fix that broken water softener system they sold it to me for $1,898.00!!!!!!!

  Business response

  03/30/2024

  Thank you for the opportunity to respond to this complaint. We have been to Rashas home a total of four times. On our first trip after installation she yelled at **************. He tested the water with a field chemical test kit (All of our tests are completed with this test kit) and it tested soft. The second trip was the same day as she demanded someone come by so we had a different technician go and test the water, it again tested soft. We also took photos of the valve usage salt level that day. Both of these trips were the same result, soft water. The third trip out *****'s softener was low on salt, this is the customers responsibility and not Coopers Water. as a result of the unit being low on salt the hot water was 4 grains hard and the cold only 1 grain hard. After this trip we offered a full refund and we would remove the unit at no charge, we did ask that she remove the reviews as well because we believe and have proved the unit was working. Our final trip was on 3/22/2024. We were going to remove the unit. ************** tool a sample so we could send to Delta Water for an independent lab test. We Did water test for customer, we showed her it was soft on both hot and cold, she changed her mind she now keeping softener, Showed her again on her settings.   As of 3/22/2024 she was fine with the performance of the unit and also removed her complaint on Nextdoor. The lab reports returned on 3/25/2024 and indicated ZERO (0) grains hard. The unit is working just as designed. I have attached the work orders from each visit, our independent test results, and photos. Please let me know if I can be of any additional help getting this resolved. 

  *************************

  President

  ************

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  Customer response

  04/03/2024

  Better Business Bureau:

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

  Regards,

  Rasha Darkazli

*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. ↩