ComplaintsforClearwater Systems, Inc.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought and picked up salt at the Clearwater ******* location as I always do, paid for the salt and drove away as usual, about a month ago Clearwater started to harass me that I owe them for the salt, first of all I don't have a open credit account with them so there is no way I could just drive away without paying them and now they are harassing me to pay them again, I will not!!!! and now they send me a letter saying they are going to take action, go for it!! I paid you at the counter so show me the proof!! I will not get ripped off by this company and if you so want to take action I will contact my attorney for damages.

  

  Business response

  05/17/2024

  Our records indicate that ************** purchased product at our *******, ** location on 12/22/23.  Upon reconciling our records, it was determined that the customers credit card was never processed, thus we never received payment for the products purchased.  Once the discrepancy was identified, an invoice was created and mailed to the customer for the amount of the purchase.  We are a long standing, honest company, who has been in business for over 75 years.  As a courtesy, we have written off the balance due that was never received.  

  Customer response

  05/31/2024

  I love how they are saying they are doing me a favor when I am pretty sure I paid cash and if I was wrong and paid by a credit card that they did not process,  thats on them and not me!!! And to threaten me with ****** into collections over there mistake is NOT good business.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We signed up for their water delivery service, decided to cancel this service within 10 business days. We took back one bottle we used which we expected to pay. We then took back 3 full bottles and that had never been opened and they charged my husband 31.64 because they said we could not return full bottles that have never been opened and we had to pay for water that we did not use. My husband not knowing any better paid their bill.

  

  Business response

  03/11/2024

  Thank you for bringing this to our attention. Please know that refund check has been issued to you. Feel free to reach out to our customer care team at ************, if you have not received the check by the end of this month. 

  Customer response

  03/14/2024

  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.

• Initial Complaint

  09/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 6/13/2023, I returned seven empty 5 gallon water bottles, valued at $4.00 each. Was told I would be sent a check for $28.00. I have called twice about not receiving the money. Was told it would be sent, but it has not. The phone number on the invoice note is ************.

  

  Business response

  09/14/2023

  Please note, our records indicate that a refund check for $28.00 was issued on 8/15/23.  This check has not cleared our bank as of 9/14/23.  A new refund check has been processed and will be mailed on 9/14/23.  

  Please feel free to reach out to us if you have any questions or concerns at ************, and one of our customer care representatives would be happy to assist. 

  Customer response

  09/15/2023

   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.

• Initial Complaint

  05/01/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  my details were too much for this window, so i will upload the entire scope of the relationship between my household and Clearwater Systems.

  

  Business response

  05/22/2023

  Clearwater response and proposed settlement:
  
  Dear ******,
  When attempting to properly apply water treatment, many of the inputs (water results, water source, plumbing type, size, # of people in the home, usage, etc.) that are gathered are static and do not give a true long-term representation. Oftentimes, water chemistries are somewhat stable and can be confidently utilized. Depending on the types of water sources, there may be considerations for seasonal type changes that require adjustments or, in some cases, require other pieces of equipment.

  
  But, with regards to some of the dynamic inputs like water usage, it is not always easy to get an accurate assessment.

  
  In the case of the ****** home, the learning curve was admittedly longer than intended and involved several factors. Some were controllable, some were not so easily controlled. When we had a better understanding of the situation, a solution was thoroughly explained and ultimately proposed to Mr. ******. It was shared that there would be costs involved but would be greatly reduced. After getting Mr. ******’s acknowledgement, we then made the recommended changes. To our current knowledge and as seen in Mr. ******’s summary, the changes made by *****, the service technician, were effective in resolving the problem.

  
  Here at Clearwater Systems, it is a goal of ours to provide a high-quality water treatment solution and experience. Although Mr. ****** has not agreed to pay, it was an experience that was less than satisfactory to the customer and not representative of our ability to quickly remedy the issue. That being said, Clearwater Systems will be cancelling the outstanding balance of $493.79.  
  

  
  

  Customer response

  05/23/2023

  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.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a new water system installed in April of 2021 I wanted a new system although ours was not bad it was outdated, due to me having new babies and wanting clean water. Prior to purchasing the new system I was going between culligan and Clearwater systems. I asked what the difference in the systems were because The culligan system we were told with our size of home and amount of people living their we would need a bigger system and with the R/O system they included all 5 filters. I was told by the Clearwater guy that their system used no electric and we would use less salt (1 bag a month) and that their R/O system is better and that they would throw in all of the extra filters if I went with them and signed that day, so I did. Great sales pitch! I called them back after I had my babies due to staining around faucets and in toilet bowls. They came out and tested the water and said it wasn't the water it was our water heater and toilets that were the problem, mind you we had never had this issue before. They also brought out the 2 extra R/O filters and then charged us $200 in the mail for them. While they were there they tried to upsale us on an UV system and said that would fix the problem. We now are getting dark brown stains all the time around fixtures, in toilets and now inside of dishwasher. Using their words, their water test is just a "snapshot in time" so I am not sure how they can say its not the new system. Our skin is dried out, my scalp is dried out and we are putting in 2 bags of salt minimum a month. They are also charging us fees on the filters they stated were included during their marketing ploy to get us to buy their equipment. I have contacted ruth several times with no response.

  

  Business response

  03/08/2022

  Tell us why here...From our records I see that we were there to check out the equipment twice since the installation of your new equipment.   Both times the water was soft from the softener.  5/6/21 and 7/1/21. 
  On 5/6/21 the VOC and the Virus Guard filters were installed for the drinking water system.  They were not included in the sales order from the installation.   On the installation sales order there were 5 free prefilters included for the softener system which were left at the installation.   The VOC and Virus guard filters would have been chargeable.  I apologize for the confusion.     
  On 7/1/21 we were out to explain the iron staining and left over TDS from standing water.  It was determined that the iron staining was left over from the previous system not working 100% of the time.  There was still left over Iron in the back basins of the toilets and in the hot water heater.  When brand new equipment gets installed it actually starts cleaning the plumbing (including the hot water heater).  This can leach Iron into sinks and toilets bowls.   We cannot control this and it can takes months to clear up depending on how much is built up within the plumbing system.    The white spots on sinks and countertops will be from TDS or Total dissolved solids.  Not hardness in this case.  
  Our non electric systems regenerate on demand.  They will not regenerate unless you have achieved a certain usage of water.   The more water that’s used..the more the softener will use salt.  It’s extremely difficult to judge water usage for a family.   Our water specialist is trained to give approximate usage.  Never an exact number considering no one really knows how much water is consumed on a daily basis.
  We have removed all late fee’s and charges from your account as we try our best to make our customers happy and content with their purchases.    If you think there’s an issue with your water please call us to set up a service call so we can verify that the equipment is working.

  Customer response

  03/13/2022

   I am rejecting this response because:
  
  Once again, using clear waters exact words “water testing is only a snapshot in time.” To say that the orange staining we are seeing is due to the new system flushing out the pipes from the “old system not working 100%” Would be believable if the old system was bad and the house was old. That is not the case here. Not to mention the pipes are plastic, so for iron solids to stick for a year now and be pushed out into our sinks, tubs, toilets and dishwasher is just not logical. I’m not going to pay for another service call because the last time that resulted in me being told that I should replace my water heater or upgrade to your UV System right after we just paid $5000 for this system which was supposed to be the best of the best. I appreciate the fees being taken off, it would have been nice if I could have gotten a response months before this, each time when I tried to contact your billing lady with no response. It doesn’t seem as though you have a solution. We have reached out to another company for an opinion.

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