ComplaintsforUnited Water Services, Inc

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a whole house water filtration system for the purpose of removing PFOS/PFASs from my drinking water. I specified that I was looking for a water filtration system only and did NOT want a water softener installed. I was sold the Whole Home Housings - EP-PIONEER-CHEMunit and after installation my water felt like it had lotion in it, I didnt feel clean after taking a shower or washing my hands it was very off putting. I contacted the company immediately after installation and explained the situation and they said they would have their employees come back and see if they could adjust the filter and the gentleman who sold me the unit was going to research it a bit more as it was new and he wasnt sure why it was softening the water. He got back to me and apparently the way that specific filter works it also softens the water and there wasnt any adjustments they could make to remove the softening quality of the unit. I asked them to remove the unit the next day and they asked me to live with the it for awhile to see if I got used to it. I didnt and so asked them to remove it again. I was told that they could remove the unit but I would only be refunded the cost of the unit and half of the labor cost. The invoice I received had a line for the installation and it was listed at $0, there was also a line item for the unit $2,509 (which is comparable to other units I have researched) but there was fine print that said the installation cost was included in the unit pricing so the installation cost was never specifically disclosed. The company held back $1,000 as half of the installation fee, which would make the total installation $2,000 and the unit price $500. I sent several emails to the company asking for a reasonable amount to be charged for installation and they refused. They falsely advertised what they were selling me and then when I tried to return it refused to honor their return policy.

  Business response

  06/23/2023

  We were contacted by the homeowner in April 2023 regarding recently found ***************** PFOA/PFOS by the local municipal water district supplied to her home. Our company attended an industry conference sponsored by the Water ******************* (***) on this specific topic to provide the best filtration products available in our industry to treat these chemicals now being found across the country. These products are designed to reduce harmful chemicals and change the water chemistry therefor the feel and taste of the treated water for safer consumption to families. This is common in the filtration industry.
  

  A proposal was sent to the homeowner on 4-24-23 with our standard, Basic, Good, Better, Best options used to filter these chemicals for review and approval. Attached is a copy of what the proposal looked like. The homeowner reviewed and approved the Better option (Enpress Pioneer System) for $2,722.30. Installation of equipment completed and paid in full on 5-1-23.  
  

  We received feedback from the homeowner that the now chemical free water does not have the same feel as water with chemicals present. Several return visits were made to test the water and determined water hardness was still present and chemicals like chlorine were dramatically reduced. At the request of the homeowner, the system was removed on 5-16-23. Upon equipment removal,the umbrella was cracked and noted with pictures by our technicians while still connected to the plumbing. The new umbrella replaced cost to our company was $296.97.
  

  Here is a breakdown of the job transactions:
  System Cost $1,590.86
  Installation Cost (includes sales tax, parts & labor)$1,131.44
  Total 2,722.30
  Refunded System Cost ($1,590.86  - Broken Part -$296.97) -$1,293.89
  Refunded Installation Cost -$565.72
  Refund Total -$1,859.61
  Difference $862.69 (Broken Part & Half Installation Cost)
  

  Out of good faith to the homeowner since a true understanding of what chemical free filtered water feels like, we will refund the difference of $862.69

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