ComplaintsforClear.blue

• Initial Complaint

  06/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I cannot get ahold of anybody from this company or get a call back . I got my water iron softener installed 7 days ago and have had issues with it is not filter anything! I will give you a chance another 24 hour if its not take care of it then Im not gonna just give up on 5K !!!! I paid for filter that not working! I called **** to talking them I will wait see if they can do something about if not I will do something about ! Court house is why they open ! Im not threaten you I am promise you I will do because Im annoyed ! I will take ur filter and drop to ur office im not going stuck with 5000 k filter is not working, are you out of your mind? You are a small business you should not ignore your customer. How are you going grow ur business!!

  

  Business response

  07/02/2024

  Providing a fast response to **************** is always our top priority. We were not aware ****************** was trying to contact our office, we are only aware of one phone call we missed. Our *************** contacted me to inform me he was trying to contact us. I immediately called ******************. We have a Service call scheduled with him now to resolve the issue, and make sure the system is working properly. ****************** is trying to water a large garden with the water going thru the system, and is probably putting too much water demand on the system. We will get the issue resolved for him.

  Thank you.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a water softener system from clear.blue in 2020. I purchased because The owner assured that if there was any issues with rhe machine(s), he would send employees to repair or replace. Since Sept 2023, I have been making outreach to the owner in an attempt to have someone repair the machines. The owner has responded to calls and texts advising he would send someone and it hasnt happened. The display no longer works, the water pressure is extremely low and has made any water related task nearly impossible

  

  Business response

  02/02/2024

  At Clear Blue our priority is to always take care of our customers with any service needs. We had sent *********************** service request to out service ***** and thought she had been taken care of. Upon receiving this notice we immediately contacted *********************** and set up a service appointment with her for Tuesday Feb.6,2024. We will definitely replace, or service any equipment necessary to insure her system is working properly. Thank you.

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company is impossible to deal with after installation. We have left several messages and calls the past month for a routine service that was required to keep my system working a optimal shape. We had it installed in early 2020 and I called beginning of 2021 for yearly inspection / maintence, because the tank inside has solution that cleans it every other week and I doubt it had been cleaned in over 2 years and never heard back from them. My water softener has never been maintenance and I have no clue if it is even working. I cant get a hold of anyone to check my system or water.They don't answer the phone or return messages EVER! Honestly it has been a headache since day one.Background - Free consolation at HEB and schedule a home visit March 2020.#1. Owner showed us how awful our water was and gave us options. #2.He promised a concrete pad and the covers in brown to match the house.#3 Installation went great at first until it didn't. We weren't inform that we needed to get pellets before hand. So when they were done we couldn't turn on hot water until we did. So a trip to the grocery store to buy pellets to be able to use our water,#4. A few weeks later we noticed our grass was dying and a pool of water was staying on top. We thought we had a water leak then realized that is where they run the water from when the system self cleans every other week. I had them out and they buried it deeper. A few weeks later, so next time they actually ran it into my septic cleanout- problem solved.#5 They actually don't carry brown coverings like promised and it took 6 months to get them #6 They concrete pad was literally a small paver in which the tank barely fit on.#7 I was promised my hard water streaks would gone... nope. They even form outside the fridge when you get water. I can't even tell is my water improved because no one will come out. Bottom line - I have no idea if my system is even working. No response in 3 years, no scheduled maintenance what so ever.

  

  Business response

  09/17/2023

  Upon receiving this complaint our office at Clear Blue contacted **************** to find out what the issue was. We explained to her that we looked back four months into our phone records, caller ID, voicemails, and text but we have no record of her trying to contact us, so were not sure what happened. We always want to respond in a timely manor. 

  The first we did was give her our correct contact information. We then scheduled a service appointment for 9/11/23, to locate any issued with her water system, and do whatever was necessary to make sure the system is working correctly. 

  All issues the Custome had were addressed, and taken care of. ***** was no charge for the service call, this is covered in our warranty. Her system is working great, and this complaint should be satisfied. We look forward to helping **************** with any questions, or issues in the future.

  Thank you.

  Customer response

  09/18/2023

  Complaint: 20573734
  
  I am rejecting this response because:

  The tech adjusted settings and mentioned instead of granular pellets maybe the crushed type may be easier for us. My husband and I are still itchy after showering. The tech said our water was at 6. Anything above 3 was considered hard. I would like to have it tested again to be sure. Also during installation we were told during the yearly service we would get the fluid in the pellet tank topped off or refilled. The tech didn't have any and wasn't sure why we had that. Why do we have this in the tank if it's not useful. I don't feel that by just a quick adjustment to the settings has fixed the issue. I have no clue what the yearly maintenance requires. Adjusting settings does seem like enough to make sure our system is running properly. What is this box thing in the tank and why wasn't it filled. The info on that white box/tank says that the res-up cleaner helps maintain water efficiency. The tech didn't have any or suggest to come back to refill. See attached photos. 
  
  Regards,
  
  *********************

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Clear Blue installed a water treatment system 12/19. At the end of 12/22 I was noticing a resin in the toilet. When a technician came to replace under the sink filters and was informed about the resin build up he said to let the salt run down and use a different salt. This was a technician from The Water Man. The problem persisted. I spoke with the owner of Clear Blue several weeks later and he said to by pass the system and instructed me how to do that. He said he would send some one by to assess the situation. Nobody has come by and he does not respond to calls or texts. My paper work states a Lifetime Guarantee. He said on our initial phone call that the system should be good for 12 to 15 years depending on water quality and he hoped resin did not get into my plumbing. Great! Why is he handing over service to The Water Man when the are clearly not experienced. Also, it appears the salt barrel is leaking. I have to mention...I spoke with two reps from The Water Man and Clear Blue. It was the owner, ****, from Clear Blue who told me to by pass the system.

  

  Business response

  04/10/2023

  Hello This is ********************* at Clear.blue.

  I contacted ******************* on 4/4/24 last week to get his issue resolved. We had to order a Warranty Replacement part for his Water System. As soon as we receive the part, which should be later this week, we will have it installed and everything will  be resolved.

  ************** is aware, and understands this.

  Please let me know if you need any additional information.

  Thank you 

  Customer response

  04/10/2023

  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.
  
  Regards,
  
  *******************

• Initial Complaint

  09/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We signed up for service and a replacement water softener system from Clear.blue at our HEB grocery store on Main Street in *********, ***** in late 2021. That new system was installed on 10/08/21 by Clear.blue. Within a few months the brine tank began leaking, and Clear.blue replaced that brine tank then. About two months ago the brine tank started leaking again. I had contacted a ********************* with Clear.blue when we noticed the brine tank leaking again. He never responded. We continued to leave messages for ********************* at ************ and also leave messages continuously with the Clear.blue office in *********** on ************************************* at ************. We have NEVER received a response from ********************* or Clear.blue. We finally received a response from a company called ************* at **********************************************************************, ph. ************, and they stated that they were doing all the servicing for Clear.blue, but they did not cover any warranty service or product that would be covered by Clear.blue. In other words even though our water softener equipment installed by Clear.blue on 10/8/21 would be under warranty with Clear.blue, The Water Man will do the servicing and replacements but we will have to pay for all out of pocket. The Water Man is to service our water softener equipment this Thursday, 9/22/22, and we will have to pay for all the service. I have already contacted HEB to report that Clear.blue, whom HEB allowed to sell their product at their ********* store, has turned out to be an disreputable company and that HEB should NOT allow Clear.blue to sell their product any ANY HEB store. Now we are stuck with another company, The Water Man, whom we know nothing about but are now asked to trust them where Clear.blue deceived us.

  

  Business response

  12/02/2022

  I just got off the phone with the complainant *************************, and we have resolved the issue. I will reimburse him $500.00 for his expenses, and Clear Blue will maintain free service that is required for his System in the future. We will also include Free annual Reverse Osmosis filter replacement.

  Customer response

  12/02/2022

  Better Business Bureau:
   
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable so long as the business, Clear.blue, provides service to our installed water softener system they installed on October 8, 2021 and covers necessary maintenance to said system, some of which will be covered by Clear.blue.  We also expressed our concern about not receiving any responses to our requests for service from Clear.blue for over two months prior to today, December 2, 2022, when I finally heard from *********************, the owner of Clear.blue.  I expressed to him my concerns when I made attempts to contact him or anyone else at the Clear.blue office in *********** at the office telephone number of ************ or even his cell phone number of ************.  His explanation was that he receives so many phone calls that he does miss some of them.  I explained to him that this is NOT an acceptable method of correspondence especially when we were forced to make out-of-pocket payments to businesses including Water Man of *********** and ************************* of *********, *****.  He responded today that he would reimburse those out-of-pocket expenses we were forced to pay and apologized for this happening.  We expect ********************* AND Clear.blue to follow up with us as customers and provide the services AND customer service we expected when we made our Clear.blue purchase in 2021.
  
  Regards,
  
  *************************

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