Business ProfileforInfinite Water Solutions

I am writing to document a not-so-great customer experience with Infinite Water Systems. In January of 2024, an installer changed the filters on our RO systems. One of them is located in my 86-year-old mother-in-law's home. The next morning a leak was discovered after one of the push fittings had not been properly reconnected and leaked out into the cupboards, through the floor into the basement damaging ceiling tiles, and onto the kitchen floor. I called Infinite immediately to inform them of the leak and if the bill could be reduced for the damages caused. The person I spoke to said she would talk to her manager. I did not hear back until November of this year when we received a bill for the installation plus seven months of interest. The person said numerous messages had been left to inform us of the amount owed but I spoke to the people who had supposedly received the messages and they had not received them for whatever reason. I had asked that the bill be reduced by at least $****** (one annual filter change) to reflect the damage. I felt that request was fair considering the damage could have been much greater if the leak had gone unnoticed. The office manager said they would drop the fuel surcharge which amounted to $***** but nothing more. After more conversation, she said she would drop the fuel service charge and one month's interest. Due to the inflexibility of Infinite Water Systems and the frustration of dealing with this matter, I informed her that we would pay the bill but no longer be using their services.

Hi Joel, we are sorry it's come to this. On the recorded call when you called in shortly after service, you stated that "it could have caused damage if I didn't catch this in time."  We asked for evidence or pictures of damage, if any, and none were received.  We apologize for the inconvenience by this, but our understanding of the situation was and still is that it was a small leak that was quickly caught and fixed with no damage whatsoever to your home.  The outstanding bill for other services rendered was attempted to be collected for over 10 months with several contacts, including texts, emails, and connected calls.  Our staff is also given authority to end contact if they are personally insulted or sworn at and we hope you understand that.  This was exercised on one occasion according to customer notes.

Our position is that if we are responsible for damage, then we will take financial responsibliity for that, but we are unable to discount invoices for a close call or an insignificant drip that was easily amended.

With that being said, we can see by your manner in this email that you don't seem to be an unreasonable person, and we worry that this situation was handled less than optimally.  We hope that once emotions calm down, you will consider giving us a call back and we can speak more rationally and see if there's anything we can do to amend this relationship and continue to do business.  If not, we wish you all the best.