ComplaintsforProfessional Water Services

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Came 4/7/23 for warranty work which they approached me about with a letter in the mail. Only spent 15 minutes at my residence to “upgrade” my water softening system. Within a few weeks, we didn’t see any improvement to the system. I know this because the salt pellets we add, haven’t depleted as they normally should. Keep in mind, this system was running smoothly up to this point. We decided on the warranty work since this system was set up by the previous owner of our home and wanted the most efficient system possible. I called to have them come fix the problem since our kitchenware shows significant hard water spots. Also on a more personal note, my wife’s hair has started falling out from the harsh water. She has had to wash her hair separately with store bought distilled water. This process adds time and money to her busy schedule. Again, this wasn’t an issue before Professional Water Services came for warranty work. Once my recall appointment was set they called the day of the agreed appointment to push it back a few days despite my pleads to come when promised. The rescheduled day (6/16) they called to say they were coming between 6-8 pm. The time came and went without them coming or calling. I also should point out we have been flexible with our personal and work schedules to have them come and fix the issue they created. Im reaching out to you because I don’t know what else to do. I am filing this claim because I want them to fix the issue they created, have them pay for the work and parts, have other customers to be wary of Professional Water Services for their own homes.

  Business response

  07/28/2023

  7/19/23

  To whom it may concern:
  
      Professional Water Services is a 50 year old family business that takes pride in customer service. I’ve been part of the company for 37 years, never have we not shown to an appointment without calling.
  

      We have been servicing the ******* **. address since 2001. When the previous owners didn’t call for yearly service we sent a letter. *** ***** responded and scheduled service.

  We serviced the equipment on 4/26. We repacked the carbon, and explained about upgrading the equipment due to the age, approximately 22 years old. A couple weeks later *** ***** called and said it wasn’t working, we scheduled a no charge service call for 6/14 but we needed to reschedule until 6/16 due to illnesses. This is where there is miscommunication. On 6/16 we did show and repair the system. I attached a copy of the service order.

      In short, we called or showed to every appointment we had scheduled. After receiving your letter, we reached out to the customer whom was at work at the time. He stated that he believes the system is working, and that he would check when he got home. We have not heard back. So we can only assume that it is working.
  
  Sincerely,

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife called Professional water services on June 10th, 2022 and asked for an estimate to get our system serviced. Linda, the woman in service told my wife that it would be $407.00 plus tax. My wife asked what this includes and Linda stated reverse osmosis filters, whole house filter, UV bulb, and service charge. My wife asked if she was sure the whole house filter is included because it has been 3 years and it is due and she said yes. Tom from professional water services came to the house and replaced the reverse osmosis filters and the UV light. My wife and I were at work so my Father let him into the basement. My Dad asked how everything looked and Tom said good. My dad asked if he was going to replace the whole house filter and Tom said he does not have that filter on the truck, it is a special order filter. He asked my Dad how the pressure was and My Dad said he thought it was ok. Tom said it only gets replaced if the pressure is low. My Dad paid the bill of $432.37 including tax and Tom left. I called Linda on June 20th to find out what happened to the whole house filter and she said she would find out and call me back. I called back on June 27th and Linda said that she is embarrassed to say it, but the filter is $1000. I told her when the filter was originally installed I asked how much it would be to replace when it came time to service it, and Ken told me $140. I also reminded Linda the filter was in my estimate for the service. I called back several times and left messages but no one returned my calls. on July 25th I wrote an e-mail to PWSIMANAGEMENT@*****.com and told them what was going on and that I couldn't get anyone to talk to me. Marsha called and told me my estimate was wrong. The filter is $1000. not $140. I told her It was in Linda's estimate of $407. Marsha said she will call back or email. Eventually, Marsha stopped answering my calls and stopped returning my calls.

  Business response

  11/18/2022

  Dear Heather,

  We are truly sorry for any inconvenience.  Linda, has worked for over 20 years.  The special $1000 whole home sediment filter replacement kit, is obviously not included in the normal $407.90 yearly maintenance price.  I do not know how the miscommunication happened.  

  In good faith, being a 4th generation family owned business, who takes pride in customer satisfaction.  We would like to take 50% off the yearly service call that we just performed.  

  Sincerely,

  Keith

  Customer response

  11/23/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Keith, I am not happy about this $1000 filter. I asked Ken 3 years ago how much it would be to service this whole house water filter, and he told me the filter is $140.  When Linda quoted $407. for this years service, I thought the filter was included. My wife even asked Linda if she was sure the filter was included in The estimate and Linda said it was included. 

  This filter is increasing my yearly maintenance cost to over $740.  This is not acceptable.

  Your company should have been honest with my family from the very beginning. Your system does not work in my house.  This filter has eliminated my water pressure to the point you can not run 2 things at once.  The water will trickle out if you do this. 

  I would like you to replace the filter and guarantee it will work as intended, and not leak, for 1 year. 

  If you can not do this, I would like you to remove this water system and refund my money. 

  Please do the right thing Keith. Your salesman made a huge mistake selling my family this system. It is not working like it was designed. Your salesman assured me this system would work at my house and it does not. 

  
  Regards,
  
  ***** ******* 
  

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