Business ProfileforAquasani/Rainsoft

This Aquasani/Rainsoft has done annual maint. on our system for the past 4 yrs. Our previous tech was prompt & knowledgeable. This year they called to schedule & gave us a window for the visit. I waited the entire window plus 1 hour with no visit/call. 1 hr & 45 min after the end of the window, the owner ***** calls, tells me that his service tech is running late, & 1.5 hrs away but still coming. This would have put his tech arriving at my home at 7:15pm. I asked to reschedule. A few days later they called & rescheduled. Then they called to reschedule again. That time after rescheduling they did not show up during the window. I began looking for another company to work with when they called & wanted to "confirm" our appointment. I gave them another chance. I was assured I would be their first stop of the day & given a window of 9a -12p. The day the tech. finally showed up at 11am. He was unfriendly & didnt communicate. Around 12:45pm he tells me that he found multiple leaks and that he didn't have parts to fix it so he left our water softener & reverse osmosis systems dissasembled & not working.I was told I would get a call later that day with a price for parts and a date when he could return to fix it but it would probably be a couple weeks before he could come back. That was the most he communicated with me in the entire nearly two hours he was in my home. He didn't explain to me what was broken/not working or why. Just that there was a leak. Two days later, after no contact from Aquasani/Rainsoft I called to inquire. The owner tells me the system is twice as old as they previously told us & he couldn't fix it BUT he could sell me a new system. Prior to their visit, I had zero issues with our systems they worked just fine. After what should have been routine maintenance by his tech, the system is not only not working but also disassembled & leaking. The owner refuses to admit they messed up our system or make it right. He only wants to sell us a new system.

I did know about this issue from the service tech with the reverse osmosis not being able to be repaired. The customer is correct about it not being fixed at time of service. It is 20 years old and has reached it's end of life. We do not have parts to fix it. I tried to explain that but she refused to understand. We keep all the records of all service calls done and she is not the original owner so she does not qualify for warranty service. When trying to resolve the issue with the customer she was not interested in listening to what our solution was but was more interested in cussing us out and being very prejudice towards the service technician. The customer made it clear she did not want to continue business with ** and was not interested in our solution to fix her reverse osmosis and ended the phone call abruptly. In regards to her water softener, our technician assured me it was fixed and works properly before he left. She also failed to mention the water softener not working when she called to complain about her reverse osmosis. We are short handed in covering the north central **. area so sometimes we have to reschedule preventive maintenance with those customers.