ComplaintsforCanadian Water Conditioning Inc.

• Initial Complaint

  20/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Their service rep arrived one hour and 10 minutes early to provide an estimate and waited for me to rush home. I arrived 20 minutes ahead of the appointment. The rep. quoted the job, consisting of softner cost and verbally gave me amaximum labour cost and requested a deposit to proceed, which was paid. The following day someone from his office called to increase the labour component by 50%. Feeling it was unreasonable , I called and discussed this matter with their office but got nowhere, so I finally cancelled the order. They later sent me a bill, charging me for one hour and forty minutes, from when the service rep arrived on site and not when he was scheduled to arrive, despite the fact that we spent a mere 20 minutes together . They have proven to be a Totally unprincipalled operation that lacks trustworthiness.

  Business response

  27/06/2023

  Thank you for the opportunity to defend our position as it relates to this "complaint"...  On June 5/23, this customer contacted our office requesting "Servicing of his Water Softening System" as well "Repairs to his copper pipe"  The Service Call was scheduled for June 13/23 with our arrival time between 1:00 p.m. and 5:00 p. m.  On June 13/23, our technician arrived "early" at 11:49 a.m.  He approached the residence and the customer's wife let him in and he went to the basement and commenced his work....inspecting and assessing the Water Softening System and s well as the potential plumbing repairs.  At some point the complainant "came home".  The technician advised the husband that his Water Softening System was irreparable and would require replacement.  The technician also further discussed with the customer what he wanted specifically "repaired" and made notes accordingly.  He provided the cost for the Water Softening System as well as a general "estimate" for the requested plumbing repairs.  The customer agreed to purchase a new Water Softening System and provided a $250. deposit (..this is standard when a Water Softener is sold).  The technician also made specific notes regarding the plumbing repairs.  The customer requested the estimate for the plumbing repairs be emailed to him.  Upon return to our shop, the Service Manager reviewed the detailed notes and specifically costed out the actual cost for the discussed plumbing repairs (...Parts and Labour).  The Service team contacted the customer with these costs for the repairs.  The actual cost exceeded what was loosely communicated to the customer at the Service Call.  The customer was quite annoyed and argued that the technician gave him a value to repair the plumbing and that was all that he was going to pay.  Based on the cost of the parts and labour time to complete, we explained that the actual cost was what we had to charge.  We asked the customer if he wanted to proceed with the repairs and he declined.  He also cancelled the installation of his Water Softening System as a result.  The purchase of the new Water Softening System and the Plumbing repairs are two separate matters.  There was no "deal" struck for both.  We were very transparent with the customer in terms of the cost.  The original "general" estimate was just that.  This is why we were going to email the detailed quotation to him.  The installation was cancelled and the $250. deposit was applied to the Service Call.  When a customer purchases a Water Treatment System, the Service Call becomes NO CHARGE!   Upon cancellation of the purchase of the Water Softening System, the Service Call becomes billable.  We provided our Knowledge and expertise.....The invoice was generated based on the arrival time of 11:39 a.m. and the departure time of 1:13 p.m.....1.4 hours.  The customer is disputing that he should only be charged for the time that he (husband) was on site as we arrived "early".   The wife allowed us to commence our work awaiting the arrival of her husband.  In good faith, our technician was working the entire time.  Twenty minutes would not have been sufficient time to assess and determine the status of the Water Softening System as well as the plumbing repairs.  We regret that the customer does not understand that the entire time at his home is billable.  Early or not, we were let in by the complainant's wife.  How were we to know that the complainant wanted to be on site when we arrived for this Service Call?  Canadian Water Conditioning Inc. has been in business for over 40 years and members of the Better Business Bureau for likely as long.  During these many years, we have run a very reputable business with many many satisfied customers.  Respectfully, we request that the balance of Invoice #*****, $27.65 is paid in full.  Thank you.

  Customer response

  27/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   From the beginning I stated that the package consisted of both plumbing and softener and I required a price on both as a package, without which I would not have proceeded with a deposit.

   The meeting was to commence anytime between 1.00 PM an d 5.00 PM.

   Their service rep showed up unannounced around 11.50  AM over one hour ahead of time and I was notified by my wife to hurry home.

  There was not much for him to do until I arrived and inform him of the scope of the job, so on his own he took a simple water hardness test until I arrived at 12.40 PM.

    On my return home, I explained the scope of work and sought cost for plumbing and softner unit, consisting of the package.

  After their service rep later estimated a very Maximum cost for the plumbing,  I provided him the deposit to begin work. He said that  he would see if it can be Reduced after checking with the office. Had I not received a very Maximum plumbing cost, I would not have placed the order.
  

    I was contacted by the office a day later to advise that the Maximum plumbing cost needed to be Raised by around 40%. This violated every fair business practice known to me and since they were unyielding in their demand, I was forced to cancel the order.

  Their service rep phoned me the following day, offering to do the job at the maximum plumbing price quoted when I placed the order, but by then I had gone elsewhere.

    I am not willing to be held responsible for their service rep's unscheduled early arrival for which I am being charged and consider the company's demand improper. Had he arrived even earlier than the scheduled time slot agreed to, would I then have been billed even more?

   This is untenable by any stretch of the imagination.

    I will pay the proper amount and No more.
  

  *******.

   

   

  
  
  Sincerely,
  
  ******* Jacob

  Business response

  05/07/2023

  Thank you once again for the opportunity to respond to the complainants objections.  Our position remains the same.  We do not do "package deals".  The customer signed a sales agreement for the purchase of a Water Softening System and provided a $250.00 deposit.   At the end of the day, the customer cancelled the installation of a Water Softening System.  This is well within his legal rights.  He also declined the plumbing repairs due to the detailed quotation not being to his liking.  Again, his choice. Had the customer proceeded with the purchase of the Water Softening System, the Service Call would have been NO CHARGE!  We do not work for free.   He was then invoiced for the time at his home.  There is no argument here as his wife allowed for our Technician to enter the home to commence the "Inspection and Evaluation" his Water Softening System.  The customer returned home and specified what plumbing repairs were required.  The technician provided a  "rough estimate" as the cost of parts and labour time required needed to be confirmed by our quotation department.  Our technician was on site for 1.4 hours carrying out his work.  The customer was invoiced for this and his original $250.00 deposit was applied to this Service Call.  There is an outstanding balance of $27.65.  With the payment of the balance owing, Canadian Water Conditioning Inc. will consider this matter closed.  There will be no further rebuttals by our company.

• Initial Complaint

  23/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a water softner from this company July 2018. The softner stopped working October 2022. I called for service they came on Saturday October 15 he looked at the softner and did not seem to know what the issue was he initially said that it would probably costs THOUSANDS of dollars to fix and we should just buy a new one. We stated it was only 4 years old, our first softener lasted for 16 years second one was 15 years. He called his boss and then said the labour would be covered under warranty. But he needed to take it back to the shop to see what the issue was. ***** called the Monday morning saying the the machine had lost 10% of resin and it would cost $800+ to repair. I stated it was only 4 years old and that we were told it would be covered under warranty, she talked to the service guy to confirm he told us that. She said we could buy a new softener I said no. She called again after talking to the service guy and said what he told up was wrong, but they would honour it and now it was only going to cost $400+. I had called another company to see if what she was saying was correct and was told no, just have them return it and he would look at it. I asked her to return it she refused, this went on for several conversations. I had again consulted this plumber and he said she can't just keep our property. She finally said I could pick it up but it would be dismantled. After going back and forth she finally said they would bring back but in pieces, this communication was through email. She wanted payment for the service call. I responded and said if it was not being returned assembled as it let our home, they could keep the unit and I would consider the account paid in full. I received an invoice in which I ignored and then received an email from a collection agency this week. During the course of this I asked to speak to the owner or service manager and she would not let me speak to anyone but her

  Business response

  07/12/2022

  Thank you for the opportunity to once again explain the details of this matter.  Previously, this Customer has had the details of her now “complaint” explained to her on numerous occasions on the telephone and by email.

  On October 11/22, our office was contacted by the Customer citing “her Water Softening System was filling up with water”.  A Service Call was scheduled for October 15/22.

  At this Service Call, the technician observed resin in the Control Valve and recommended the Water Softening System be returned to our shop for further assessment of repairs.  The unit was assessed at our shop and an estimate of repairs was prepared and presented to the Customer.  The Customer was under the impression that the labour included in the repairs was “under warranty”.  This was not the case and understandably the Customer was “upset”.  We did concede that there was a miscommunication by our technician with the Customer regarding details of the Warranty.  We re-tracked the labour charges as a sign of good Customer Service.  The Customer refused the repairs and requested that their Water Softening System be re-assembled and returned and re-installed at the home.  Please note that when a Water Treatment System is assessed for repairs, it must be completely dismantled to ensure that nothing is overlooked.  Once the System is disassembled, it cannot be reassembled without new ‘O’ Rings and seals, etc.  The entire Water Softening System Control Valve was riddled with "mushy" resin.  This renders the unrepaired System impossible to merely “return and reinstall”.  We did not refuse to return the Water Softening System…we were not returning the "re-assembled" Water Softening System.  This was explained to the Customer many times.  We were not accepting any liability in the eventuality the Customer re-installed the System themselves or by a third party and there be a potential catastrophic flood event. 

  Once again on numerous occasions, we attempted to contact the Customer to return their property to them and collect payment for the initial Service Call (…shop assessment was NO CHARGE).

  Canadian Water Conditioning Inc. has acted in good faith throughout.  We would like to be paid for the time, information and services provided to this Customer on October 15/22.

  We did not receive a response to any of our telephone calls or emails, consequently, the unpaid invoice ($184.31)was sent to a third-party collection agency.

  The Water Softening System is still being warehoused at our facility awaiting delivery instructions by the Customer.  We regret that the line of communication was severed by the Customer.  If the Customer would like to contact our office, we would be more than happy to deliver the unrepaired Water Softening System to them at a mutually agreeable date and time.  Payment of Invoice #*****, $184.31 would  be expected. 

  Below is one of the emails forwarded to the Customer….
  From: Canadian Water Conditioning Inc.  
  Sent: October 27, 2022 1:27 PM
  To: '******@xxxxx.com'  
  Subject: Water Softening System
  Good Afternoon ****,
  Thank you for getting back to us…..
  Your Water Softening System was returned to our shop for an “assessment” of repairs on Saturday, Oct. 15/22 per your authorization.
  When evaluating a System for repair and estimate, the System is dismantled so that we can complete an in depth analysis.
  Additionally, the resin is removed from the Media Tank Assembly and the Control Valve is disassembled as well for a thorough inspection.
  As discussed, your Control Valve is laden with “mushy” resin and requires a thorough cleaning and Resin replacement.
  Unfortunately, as previously discussed, we cannot put your “unit back intact”.  The Water Softening System will not “hold water” and consequently would be a liability.
  We can put the resin back into the Media Tank and return the Control Valve parts to you and will deliver the components to your home at no additional charge.
  At the end of the day, Canadian Water Conditioning Inc. has provided you with transparent service and information.  We have been in business for over 42 years!  This is a testament to our level of quality products and Customer Service.
  The condition of your Water Softening System is a direct result of the water quality in the City of Kitchener.  Chloramines are extremely detrimental to the Water Softening System and the rubber components contained in the System.  Please contact the City of Kitchener to obtain a “sanitized” view of Chloramine usage in your Water Supply for further clarification.  Additionally, you may find it helpful to ****** “chloramines”…there is plenty of information on the negative effects of chloramines on various “appliances” in your home as well as your health.
  Kitchener Utilities ***** ********
  Our accounting department will prepare the Invoice for the initial Service Call and forward it to you by eMail. (********)
  Please call me to schedule the return of your System at your convenience.
  Thank you for the opportunity to be of Service!
  
  Sincerely, *****

  Customer response

  08/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Good Morning

  I didn't see what the response was from BBB

  I had several phone conversations with this company, and became frustrated when I was told they "would" not return the unit but I could pick it up in pieces.  I was refused my request to speak with the Service Manager or the Owner.  After consulting with another company that said it was very unlikely that the salt was decreased that much in a unit that was only 4 years, regardless of how much chlorine the city uses.  They also found it hard to believe they were refusing to return my machine.  When I switched over to email, as I was frustrated with getting nowhere with this company, ***** then said she would return the unit, but not intact as it was taken from our home.  At this point I wasn't sure what they would return to me and said keep the unit and consider our account paid.  Both the service Tech and ***** suggested just buying a new machine, really, this was only a 4 year old machine.  I feel that the information I have supplied to you warrants that they keep the machine and the account is $0.00 owing

  Thank you

  Sincerely,

  
  **** ********

  Business response

  21/12/2022

  Canadian Water Conditioning Inc. has responded in detail to the Customer's concerns.  We maintain our position in that we attended the Customer's residence and provided our professional recommendations.  We respectfully request payment for the Service Call.  Once again, the Customer is more than welcome to have us return her unrepaired / non-functioning Water Softening System to her home at NO CHARGE!  Please note that his is contingent on our schedule as well as hers.  Thank you.

  Customer response

  23/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:  As I stated in my previous response it was a struggle and constant back and forth with this company they "Terri" were refusing to return our product, she said we could pick it up as is in pieces.  After I continually stated I had spoken to other companies and this was ridiculous that they would not return our property, I was done and said keep it and consider the account paid in full. 

  I do not feel that we owe them anything for a service call, which turned into a complete night mare.  They can keep the unit and I have moved on.   This account is paid in full

  Sincerely,
  
  **** ********

  Business response

  11/01/2023

  Canadian Water Conditioning Inc. regrets that this Customer did not receive the outcome that she would like.  We did our best to satisfy her, but unfortunately, we cannot assist her any further.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩