3/6/2025 A technician was sent to my house for my first year maintenance to my water filtering system. I have an additional smaller tank and filters under my kitchen sink with a line running to my refrigerator for ice and water. The technician came and changed filters. Prior to leaving he seemed to be hesitant after working on the system under the kitchen sink. He said he was listening for water to fill the small tank and was having difficulty hearing it, then, said he did. Apparently, he didn't. The tank never filled. I have called the company several times since then without their protocol 48 hour response. The customer services representatives were all very nice and professional. However, no one EVER called me back! I just got under the sink myself and found a second shut off valve on my water line that was never turned back on. The technician had turned on the shut off valve in plain sight on the water collection tank, but failed to turn on the other shut off valve. I have done my own investigation and discovered that this company does not have enough service technicians, undertrains and over works the ones they have. This poor technician had to drive from Durham which is 2 hours away. The company also requires the workmen to use their own vehicles. Poor business practice. I am NOT impressed! After paying $83421.96, I expect better and prompter service. I was charged $198.00 fee, and was told over the phone by an employee that I was "lucky" because they used to charge over $300, and prior to that, "over $700" for the service. That fee was not mentioned prior to the purchase.
