ComplaintsforSimply Aquatics

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our water in our community often goes out the water has been out since 630 pm yesterday afternoon it’s now 1200 pm I’m a pregnant mother of 5 and a veteran. we get boil water notices every time this water goes out our bills often don’t come on time and the numbers to call are personal phones except the answering service this is unsafer and with new subdivisions being built I only see it gettin worse in the future something needs to be done it’s not free to the ***** ****** ********* ******* residence who go through this sometimes two three times a month

  Business response

  11/08/2022

  To Whom It May Concern,
  I would like to start by including a timeline of the recent line repairs, beginning last week. We
  did have some leaks that proved difficult to repair, but our operators arrived on site as soon as
  possible. On 10/27/22 there was a leak reported about 7pm. Our operator and a helper picked up
  supplies and arrived around 11 pm. Please note it is a 3-hour drive from our shop. A main line
  busted and they worked until 3am to get the line repaired. At 8am on 10/28/22 we were informed
  the line busted again. We sent our other operator and two helpers to the site. They arrived around
  10:30am. Line was repaired, and water was restored by 1pm. Lines were flushed, and a bac-t was
  pulled. A boil water notice was sent out to ensure the safety of the customers. On 11/2/22 there
  was another leak. We were notified around 7pm. An operator had it repaired by 1:30am. He
  stayed to monitor the repair for two hours before leaving. On 11/3/22 we were notified of
  another break at 8am. Line was repaired by 1pm.
  We operate out of Call, TX which is about 3 hours away from location, so it does take our
  operators a while to get there, but we send them immediately upon hearing of an issue. They
  often must stop and get parts needed to work on the line. It is hard to predict what exactly will be
  needed to make repairs, so sometimes they must run to the store to get additional parts.
  The system is old, and the original piping is shallow. We were given the water system in this
  condition. Years of erosion on the topsoil has left them even shallower. In 2019 we reburied
  several of the known shallow spots. When we were first given the system back in 2013 the water
  was high in Radium. We received a grant and dug them a new well in June of 2016. The new
  well was placed into operation January of 2018 and the new source water has no Radium issues.
  We have never just neglected the water system.
  2
  We understand water outages are extremely frustrating for customers, as it is also frustrating for
  us. We work hard and address any water outage as fast as possible. Simply Aquatics, Inc. is
  currently in the process of selling all of our water systems. Closing date has been confirmed as
  11/8/2022. Sale is now final. We sincerely hope this bigger company will be able to help
  improve the water systems for all customers. We are a small company with limited workers and
  monetary resources. We have done a lot to improve the water there since taking over it in 2013.
  To address that no one answers the phone, we have our main office # *************, it is
  answered after hours by an answering service. Any calls are reported to one of many cell
  numbers they have on file. We do have a dedicated cell phone for the water systems we own,
  (************. ******* who maintains this phone cannot answer phone at all hours. She has a
  life to maintain as well. I assure you she does her best with what she is handed. We also allow
  customers to send a text message to the water systems’ cell phone in case the phone is
  somewhere with limited service.
  When outages do happen, our operators take the proper steps in repairing and notifying the
  public if necessary. Boil water notices may or may not be needed, depending on the situation.
  Boil water notices are for the safety of the customer.
  We hope you find this information helpful in settling this complaint.
  Sincerely,
  ***** ****** - President
  Simply Aquatics, Inc
  ************* * ****** **** ************* * ***** ******* ****

  Customer response

  11/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: As stated by the owner they were selling so many in the community feel as though that is why at times we were neglected some of these people have lived here In This community 16 -30 plus years and it took us all complaining and calling the news to get temporary resolve as he said  they are three hours away . So your telling me as a business you have no plan or contractors within the vicinity to help uphold and maintain this well to standard in case of emergency  we absolutely understand things happening that are beyond control but don’t sit here and act as though it’s easy to get through the answering service that sometimes we have to leave multiple messages or receiving text back that show clear frustration in response to having to drive three hours to come repair damage  from .we have on many occasions gone without water for hours sometimes upwards of 16 to 22 hrs because things were repaired or a temporary bandaid  placed on it for it to be broken again within a few hours you live three hours away you don’t know what it’s like for you not to have clean water because you don’t deal with it you think we are just complaining as a personal attack on your company we’re not the image attached shows some of the results of our water and some of the issues we have had to endure  honestly all we want is a genuine apology and to know when this happens again we don’t have to wait so long for a fix . Yes some repairs are beyond our control but if we are prepared for the worst  we don’t have to get prepared and yea we understand phone operators have life’s and children we all do but if that’s her job that’s what she is paid to do she’s on the clock to be prepared if a message or call rings in so that statement also is inexcusable especially when some of these peoples life’s and lively hood are interfered with due to the lack of Water . So instead of creating a list of excuses simply apologize.  And let’s work on how we can get better solution to the issue thank God bless. As you said hopefully this larger company brings us resolve and can maintain it better.
  
  Sincerely,
  
  ******** *****

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