ComplaintsforAlamo Water Softeners

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a water heater and the service of installation from Alamo Water Softener. Last year in August we had a leak from their installation. There was a lot of water damage from the leak in the attic into the garage and the room adjacent to the garage. The company sent a contractor for repairs and at the end of his work I asked for a mold test. He did a test on a petri dish and said to wait a few days and if it multiplied, that meant we had mold. The Petri dish multiplied and when I told him he said that wasn't real mold. I requested AWS to do a mold test and the contractor did it. The test came back positive but he said he used the same swab for all the locations, so then he came back and did another test. Throughout all of this. It has been hard to contact AWS. The new report for the latest mold test came back and I have different kind of mold including fungi. I have emailed and called AWS and have not heard back. Me and my husband want them to please take care of this so the mold won't spread and damage our health. The leak happened in August 2023 and since then I've been battling with AWS for them to take care of this. I would appreciate your help intervening and having AWS fix the damage their installation caused and then do a new mold test showing everything has been restored.

  Business response

  03/13/2024

  
  Dear **************,
  We are writing in response to your recent communication regarding the installation completed on 9/16/2022 and subsequent issues related to a leak reported on 8/16/2023. We appreciate your patience and cooperation throughout this process.
  Upon receiving notification of the leak, our contractor promptly attended to the matter, completing repairs on 8/26/2023. These repairs encompassed a comprehensive restoration effort, including the removal and replacement of sheetrock, insulation, baseboards/trim, as well as painting (using fungal resistant paint and primer) and texturing in the affected areas of your garage and guest bedroom. Additionally, during this process, your water softener was successfully reconnected.
  We understand your concern regarding potential fungal presence, and thus, at your request, facilitated a fungal test. The results indicated the presence of several species of spores. It's important to note that while these spores were detected, their presence is not uncommon in indoor settings, as indicated by *** Regulations Guide September 2010. Fungal spores are ubiquitous in the environment and are a natural part of the fungal flora ********** Therefore, the presence of fungal spores is not necessarily an indication that a fungal colony is present.
  Indications that there is an issue would be the presence of black, grey, pink, or yellow stains, none of which have been identified by anyone, including yourself. According to the *** and the **** fungus can start to develop on surfaces within 24 to 48 hours of water exposure, but at this stage, the fungal spores are not easily visible to the naked eye. It usually takes around 18 to 21 days for the fungal spores to colonize and become apparent.
  As we are well past the timetable for a fungal colony to become evident, we are confident that no spores were able to develop into a fungal colony as a result of the leak mentioned above.
  Moving forward, we advise adhering to *** guidelines to prevent or control indoor fungal growth by managing moisture levels indoors effectively. Should you have any further questions or require additional assistance, please do not hesitate to contact us.
  Respectfully,
  
  
  Email: ***************************************
  Web: www.alamowatersofteners.com
  
  
  
  
  
  
  

• Initial Complaint

  10/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In aug. 2021 Alamo water softener company installed our water softener, but did not properly install the drain line. A week later our water softener flooded our garage and inside our home. My husband came downstairs to an inch of sitting water in our entry way/half bath. The water destroyed our laminate flooring, several vinyl planks, baseboards, and bathroom vanity. Initially they admitted fault, showed me how the drain line was actually not installed correctly, told me to just keep receipts for things I was replacing, and to get a quote for the flooring. When I got a quote from Lowes they told me it was too high. We have a continuous floor which, unfortunately, means we have to replace the entire floor. Since reporting this incident the general manager has been anything, but helpful. He told me both quotes that I sat at home for were too high, he refuses to file a claim with his insurance, and was extremely rude to me, but then offered to take my husband out for coffee to resolve this (sexist!) here we are 4 months later going in circles with them.

  Business response

  12/14/2021

  This is a very difficult complaint to respond to. It is difficult because we want every customer satisfied. We have tried multiple times to address your concerns before turning it over to our insurance company to resolve. The fitting failure could have resulted in a lot of damage, however it was a minor leak that was addressed within hours of your call to our office. Upon review with a flooring professional, we discovered that the wood flooring had another previous floor remnant that was causing the issues you were pointing out in your living room. We have always been willing to replace the flooring that was damaged due to the leak, but we believe asking us to foot the **** for a $13000+ flooring upgrade of your entire downstairs is not reasonable. *******************, we know how important your home is to you and your family. We absolutely want you to be happy with us. We had requested several meetings to achieve a resolution but they were refused, which is why we turned the resolution over to our insurance company. We are still awaiting word from our insurance company that they were able to reach resolution with you.

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