ComplaintsforAtlantic Water Solutions

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 05/24/22, Atlantic Water Solutions performed an ************* replacement in my arsenic filtration tank. During this work, media was accidentally flushed into the water pipes of the house. In an attempt to flush the pipes, media traveled into the on demand propane hot water unit, clogging it and causing part failure. Atlantic Water admitted fault, hired a heating plumber and sent him to repair the hot water unit. In the 5 weeks since, the problem has not been resolved. The contracted plumber seems unsure as to the root of the problem, and after having performed multiple services, has opted to replace the same part for a second time. I have spoken with ***** from Atlantic water over the phone and received agreement that she was going to contact the plumber and direct him towards replacing the hot water unit. It has been 2 weeks since my conversation with *****, and the plumber is saying he has not been given any new direction to replace the unit. My voicemails to Atlantic Water concerning this lack of communication have not been responded to. This experience has caused a great deal of hardship on my family. Not having hot water for 5 weeks has caused us a significant monetary hardship as we seek utilities away from our house. Due to the media (sand and pellet consistency), I have had to replace shower heads. The plumber suspects piping in the wall of one of my showers may be clogged and defective. Media continues to get caught in the faucet aerators, meaning this chemical media component is still in my pipes. We are not able to drink or **** with the water from our faucets for fear of media contamination. I request that Atlantic Water Solutions comply with their agreement with me via phone, in that they will direct the plumber to order and install a new on demand hot water unit, flush all the pipes in the house, and confirm that there is no longer a media leak in the arsenic tank. I also wish to be informed regularly to this progress and included in communicatio

  

  Business response

  07/07/2022

  I had a very candid conversation with ******* last night about the ongoing issues at his home.  Come to find out not only was I not getting responses or returned calls from the plumbing/heating guy, but ******* was not as well.  This led to a lot of frustration for both of us.  I cannot even get the plumbing guy to send a copy of all the invoices I have paid!  We have mutually agreed to move on to a different heating company to help resolve the final steps.  ******* said the water pressure is great now, and no more material in his aerators.  We are both hopeful that bringing in a more experienced contractor should resolve the last step in restoring hot water. Atlantic prides itself in customer service and will continue to help ******* until things are resolved. 

  Customer response

  07/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  Better Business Bureau:
  
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  
  Regards,
  
  
  ******* Day

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