ComplaintsforPremier Water Systems, Inc.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have whole house water filtration system which includes a ** neutralized and Iron filter. Approximately two years ago we began to see a granular material in our water that causes the plumbing to become clogged. This first began after perimere water systems serviced our water ** neutralized. We originally thought it was sand and replaced our well pump, casing and pump filter. The problem continued and we began to work with Premier to problem solve and eliminate the problem. We eventually bypassed the water ** neutrizer and the problem was resolved. Premier agreed to remove the ** neutralizer and rebed our iron filter at no cost. **** (the owner of Premier ) told us that he could sell the ** neutralizer back to the manufacturer for $500 which would cover our cost for re-bedding the iron filter. However, the first service person arrived and didn't have the correct service information and thought he was supposed to replace the calctrate in the ** neutralized. He left without performing the agreed-upon service. We contacted the company and rescheduled the agreed-upon service. Three weeks later the service person arrived but refused to enter our home until we pay him in full for the service. We again tried to reach out to the company but they have not responded to our concern. We have reached an impasse and can no longer work with this company independently. We seek that to have the service we agreed upon completed or the company reimburse us the money for the defective neutralized and all plumbing expenses we paid for plumbing repairs related to this issue.

  

  Business response

  04/01/2024

  First Client Notes on file regarding this issue: (4/7/21) Customer had a new pressure tank and pump installed in his well a month ago, customer emailed in a picture of ***** substance clogging up all the sink faucet screens, PWS reviewed the pictures and let client know it was not from filtration system. Customer following up with well company

  I agreed to remove the 2060f we installed 7/1/2015. It was working fine for six years. 2021 they had a new pump and pressure tank installed, that's is exactly when the problem started. At this time we re-bed the system at no charge to see if it would resolve the problem. It did not so we sent a Plumber again at no charge, to install a three way bypass to isolate the system. When we found that with the system in service, the same ***** substance that did not resemble the calcite that we put in the tanks (not the same color or texture) was coming through the system. When we put the system on bypass, the "***** substance" stopped. We Re-bed the system again at no charge, but it did not solve the problem. At the same time we were doing this, with the new pump, the pH was no longer an issue. We offered to just leave the system on bypass, *** just wanted it removed since he no longer needed it. This is where we disagree on what the next steps were. *** wanted to know if I wanted to purchase the 2060f, I declined. I did mention to *** that we have no other client's experiencing the issue he is. Although I had no answer to what was, I was sure it's not the media we put in the tanks. His other piece of equipment, the 2080f filter currently works. Although it does not need to be re-bed, *** insisted he wanted it re-bed. My offer was to re-bed the 2080f, not charge for the service call, just the cost for the tanks and media. I never had any discussions with ****, so I'm not sure where the misunderstanding started. Either between *** and I or between **** and ***. I have reviewed all my notes with my discussions with *** before answering this complaint. We have spent over almost $2000 trying to solve a problem we did not cause, on a system that was working perfectly for six years, until they had the well work done. We would have done all the work that I promised *** to do today, but **** refused. I understand ****'s frustration, but none if this happened before the well work. I feel I have done as much as I would have expected if it was me, not ****, trying to resolve a problem that the company I was working with did not cause on a piece of equipment I no longer need.

   

   

    

  
  

  Customer response

  04/02/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

*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. ↩