ComplaintsforTotal Water Of Baraboo
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Complaint Details
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Initial Complaint
10/10/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
We have been paying a rental fee for two water softeners since 2015 per the contract attached. The 60 month contract has expired. We decided for various reasons to request removal of the equipment. On September 11, 2020, ***** **** of Total Water promised in an email that removal of the equipment would be at no charge.We eventually requested removal and the equipment was picked up on September 13, 2022.I was billed for an entire month of service in September 2022, and I paid for half a month since we did not receive services from September 13, 2022 on. The contract does not preclude proration of monthly service. Total Water is asking that we pay for the entire month of September 2022 we did not receive services from them. They cite the reason as they did not charge for pickup of equipment. However, I was promised that pickup would be at no charge. So what remoins is Total Water charging for services not rendered.I am requesting that the balance on my account, $37.51, to be cleared since I did not receive services since September 13, 2022.Business response
10/24/2022
Good Morning:
This customer could have been charged for removal of the units of ***** each, however, since they had been customers for so long, I made the decision to not charge for the removal.
However, when we remove equipment in the middle of a month, we do not prorate it. I saved them approximately ****** and they are complaining about 37.51. However, I have already deleted the balance due last week. They have a $0 balance.
Sincerely,
*******************
GM
Customer response
10/24/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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. I complaned about the 37 balance because I was promised free removal and nowhere in my contract was no proration of monthly fees mentioned.
Regards,
****
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.