Waterman911

Waterman911 did a well pump job for Mrs. on 3/14/2020.

Mrs. called our office on 5/29/2020 stating she had no water. We advised her of the $85 service call fee in case the problem was not relating to the work we had done in March. However, Waterman911 did NOT charge Mrs..

Upon arrival the technician noted that the pump needed to be pulled and reset and informed Mrs. the cost would be $550. Technician also relayed that the warranty on the pump would be honored if it were pump failure. Technician pulled pump out and his findings confirmed the pump itself was not the problem but rather the effects of a bad pressure tank causing pump to overheat (melted schedule 80 nipple to prove this) & causing no water going in to home. Mrs. did become upset with the findings as the price would still be $550. Mrs. asked technician to leave property and informed him that they were going to contact another company for a second opinion.

Unfortunately, we cannot pay Mrs. for work she had another company do. We were going to charge her $550 for the pull and reset & get her a brand new pump through warranty. It is unfortunate that another company charged Mrs. $1,064 for the same work we were going to do but could not make Mrs. do the work through us.

The owner of Waterman911 went to Mrs. house to resolve this issue personally. He spent one hour at her home, servicing the salt tank. The owner found the issue to be multiple pieces of plastic causing her brine/salt tank to overflow. After showing Mrs. it was a manufacturer error he told Mrs. to wait three days for the water level to lower. He told Mrs. if the problem persisted he would be back on Monday to return her old one to the manufacturer & would replace the entire unit at no charge to her. Mrs. agreed. I have attached a picture of the day of this service.

The water level was dropping daily, reflecting it was functioning properly. All was well until Mrs. called the emergency number on a Sunday and demanded a technician come out immediately. The office told Mrs., we would go to her property on Monday (the next day) & Mrs. started yelling, cursing, and threatening the office staff with lawyers, the news, etc. The office staff relayed this information to the owner and he called Mrs. to inform her we were unable to render services due to her threatening with lawyers, and cursing at the staff. He told Mrs. to do whatever she needed to do.

Mrs. has not been a customer of Waterman911 since July 2019, we have not been contacted by Mrs. prior to this.

On July 11th, 2019 Mrs. was having issues with her Whole Home Reverse Osmosis, we came out to address the problems she was having and were informed by her that she was about to have the city assessments put in soon, meaning any repairs done to her Reverse Osmosis system were going to be rendered useless in the future, as you cannot keep a whole house reverse osmosis on city water without producing 1-5 gallons of wastewater per one gallon of usable water, meaning a higher water bill.

Our technician recommended instead of spending more money on repairing her Whole House Reverse Osmosis, she replace it with a Sulfur Unit & Softener Unit that CAN be used on city water and would save her money both short & long term. At the time, Mrs. agreed and told us to go ahead and install the combo unit & she would pay us the next morning, we agreed and went ahead and installed the units at her property. The next morning, the office called Mrs. for payment & she let us know she got a better price from another company and to come pick up our equipment. We sent technicians out to her property to remove the new units that were installed and another company was already there. The technicians arrived, picked up our equipment & left Mrs. property.

We hadn't heard from Mrs. since then. Mrs. also never paid her last two invoices for the monthly maintenance, balance of $74.56 is still owed on her account, which were going to be waived as she was purchasing a new combo unit from us at that time.

We did not remove anything unnecessarily, the system was not functioning properly . We are unaware of what company Mrs. used to do the TDS reading, but 7000 ppm TDS was NOT the reading we obtained the day of installation. The TDS in her water at the time of service was 1700ppm, that information was relayed to Mrs. by the technician. The technician discussed this information with Mrs. and informed her the system would be functioning properly, and would function even better once the city water assessments were connected to her home. Once that occurred she'd be able to drink & enjoy her city water. We are unaware of what took place after our equipment was removed from her property.

On November 5th, 2019 (within 24hrs of Mr. complaint), our technician went out to determine what was causing Mr. smelly water. Mr. purchased a sulfur and softener unit from Waterman911 on February 4th, 2019. This is the first time Mr. has contacted us regarding the smelly water. Mr. is not a monthly maintenance customer.

Upon arrival the technician took the appropriate steps to rectify this issue by removing the anode rod from the hot water heater, performing a sulfur recharge; which is a chemical treatment used every 6-12 months to break up any algae/sulfur bacteria that may accumulate inside of the filter and cause smelly water, and he also reset the timers on both units which needs to be done whenever the filters lose power for an extended period of time, as previously stated: we could have prevented this issue with regular maintenance at his property. We did not charge Mr. $85 for the service call. Mr. did not address any other concerns to the technician at the time of service.

We highly recommend our customers with problematic water (such as high levels of hydrogen sulfide, like Mr. has) to be on a monthly maintenance service plan, which includes the salt, for $35 plus tax per month to avoid any issues with their water treatment system in the future. Mr. declined the monthly maintenance service.

As of November 11th, 2019 Mr. has not contacted us again regarding the water smelling.

This system was installed on October 19, 2017. Ms. let us know she had been out of town for months before she brought this to our attention. We would have caught this sooner, had she not cancelled maintenance on the system December of 2017, as she mentioned in her comlaint. Meaning we hadn't serviced this system in over four months. Upon our technician's arrival the outlet where the system was connected was separated from the wall and is what caused the transformers to short circuit, thus rendering the system useless as it was unable to properly treat and filter the water. We have attached a photo taken from our technician's cell phone at the time of service. *** refused to agree with our technician that was what caused her water to smell like sulfur & iron. However, out of good faith he replaced the sulfur unit's transformer plug, even though that part was not covered under warranty - due to not being a manufacturer's defect. The technician came back at his earliest convenience to then replace her softener's transformer plug as well. We never charged Ms. for any of the services or parts explained above. We tried to go above and beyond to help Ms. in any way possible. Please contact us with any questions or concerns at the number below.

Kindly,
Vanessa E.
Office Manager
Waterman911!
239-673-8374