ComplaintsforAqua Systems

• Initial Complaint

  03/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Have used the services & were not satisfied with the service. Empty 5 Gallon water jugs were returned to Aqua Systems on 2/14/22 for a $70.00 refund. I was told the refund check would be mailed within 10 days. I have talked with several employees ***** ******** ***** ***************************, ************* Excuses of:: company has been bought out, secretary on vacation, someone had a baby. As of today March 18, 2022 it can take up to 3 weeks to mail refund. Corporate office in **** stating there is nothing they can do as well as local office.

  

  Business response

  03/21/2022

  Hello, 
  First of all, I want to apologize to *************.  This whole situation was a lot more complicated than it should be and it was 100% Aqua Systems fault. She has been very nice to work with and I'm deeply saddened that we have let her down.  I also apologize that it took her making a complaint on BBB to bring this to my attention.  I was not aware of what was happening. I am working diligently to help solve the problem.

  On 2-14-22 ************* stopped by our *************** location to return 7 empty bottles ($70 credit).  Any empty bottles over 3 our policy is to submit paperwork for a credit because the bottle returns easily can wipe our cash drawers out of cash and we do not have enough cash for other customers.  I was the working that day and I did the paperwork for the credit for her bottles. Due to our company being recently purchased and a new policy I was not aware, there is an extra step to make sure a check is cut for accounts with a credit balance.  I was not aware of this new step.  Along with new procedures. our billing manager was out on medical leave and did not catch the credit return.  After not receiving her check ************* called in asking about the credit refund and that is when billing realized that check request had not been completed. Billing immediately started to process the check request and the check was mailed out on 3-4-22.  As of today 3-21-22, ************ has not received her check.  We are questioning if the check could be lost in the mail. Unfortunately, there is no way to track the check as it was sent in the normal mail.   I have had several phone conversations with ************* on about the missing check. 

  As of today, I have confirmed with our controller that we are going to do a stop checkon the old check, print her a new check and ****** it to her.      

  This whole situation could have been prevented if I was aware of the new procedures with our corporate and the extra step on the check request.  I will be that communicating with the whole company to prevent this from happening again.  It is unfortunate this was a perfect storm of several situations (new procedures, billing manager out on medical leave, and a new manager in ***************) that led to this delay.  I appreciate ************* in contacting us and letting us fix the problem. She has my direct cell and I've encouraged her to call me anytime.  We strive to the best of our ability to provide excellent customer service and we definitely did not give excellent customer service to *************.  I apologize again for the situation and appreciate her being patient as we fix this.

  Sincerely, 

  ***********************...Regional Manager

  Customer response

  03/21/2022

   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.

  
  

  Thank you.  

   

  I will wait to see if I receive a new check from Aqua Sytems in the time mentioned by ***** from Aqua Systems.  I was told it could take an additional **** days.

   

  Thank you for your help with this issue.

   

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

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