Reverse Osmosis system service/repair
- Approximate cost of services:
- $590.00
- Company Response
Canadian Water Conditioning Inc. would like to reply to the recent complaint rendered on September 21, 2013. We are a locally owned Water Treatment Company that has been in business for 33 years. We are completely transparent and available to our customers by email or telephone, 24 hours a day, 7 days a week. Our longevity is proof of our commitment to our customers and product.
The customer filing this complaint has been a customer of our company since February, 2012.
On August 27/13, this customer telephoned our office. Their concern was “there is too much waste water from the Reverse Osmosis System”. A Service Call was scheduled for September 4, 2013. The customer was advised during this conversation that their Water Treatment Equipment was overdue for Annual Preventative Maintenance Servicing. Would they like this servicing completed at the same visit? They agreed. Our technician attended the residence on September 4/13 and the servicing was completed. The technician did not detect any problems the Reverse Osmosis Purification / Drinking Water System. It was working perfectly….the customer was not satisfied with this answer as they felt that there was “too much waste water” going down the drain during the production of Pure Reverse Osmosis Drinking Water. After a lengthy discussion with the customer, it was agreed that the unit would be returned to the shop for further evaluation. They were also told that there would not be any additional charges for this review. The charges for the actual servicing of the Reverse Osmosis and Water Softening System were similar to the year before…No surprises there.
Upon inspection at our shop, it was concluded that the waste water ratio was actually less that the manufacturer’s ratings. The System was working perfectly! There were no charges billed to them as a result of our analysis. The customer was advised of these findings and it was suggested that installing a permeate pump would improve that ratio as well as the quality of water. The cost of this pump would be $168.50, installed. They declined since they did not want to incur any additional costs.
Our company did not originally sell or install this Reverse Osmosis System. It is unfortunate that this customer did not feel that they received good value or attentive customer service. We certainly used our expertise and knowledge to help the customer understand and resolve what they felt was an important issue. I cannot emphasize enough that the RO system was not broken. We addressed their issue and responded to this customer very quickly. It is disappointing that their review to Home Stars is so negative and one-sided.
If anyone has any questions regarding our Pricing, Preventative Maintenance Servicing or Technical information on any product or service that we perform, they are always welcome to contact us at anytime!