Business ProfileforAquaTek Water Treatment Systems

I have used Aqua Tek for years, and even bought our softener through them, but the last two times it was terrible. This week is our LAST time in using them. With only two retired people in the house, and after being charged for 3 bags the last time they filled, we checked the tank before the driver arrived. I watched the first bag go in to almost full, but the driver said he could get one more in. I was again charged for 3 bags like last time when I knew 3 would NOT have fit. It was almost full after one. No help when I made a complaint either. Was basically called a liar when I told the woman on the phone my issue. I own my softener, so we will fill it ourselves from now on or find another company. I also plan on contacting the BBB

We take pride in ourselves in doing a quality job for our Customers and take it very seriously when we are alerted to a problem. In this case, we were alarmed to find that someone was accusing our Company of a dishonest act. This is a strong accusation and one we don't take lightly. We have been a small locally owned Business since ****. We take pride in having an honest and trustworthy reputation in the Community and would never want to jeopardize something that we have worked so hard to achieve.On November 11, 2021, we made a Salt Delivery to this Residence. We arrived at this location at 12:03 p.m. and left at 12:33 p.m. At the Delivery, the Driver noted on the account that they delivered a total of (3) bags and used a previously delivered bag that was sitting beside the Brine Tank and also put (2) bags in the Brine Tank. He then left an additional bag beside the Brine Tank for a total of (3) bags delivered. While the Driver was at the location, the Homeowner confronted him and stated she didn't believe that he could fit (3) bags into the Brine Tank. The Driver explained that there were (3) empty bags, (1) that had been previously delivered, and (2) that were delivered that day. He also left an additional new bag beside the Brine Tank. The Customer said he couldn't have delivered (3) bags and told the Driver that if it happens again, she will "Drop AquaTek". The Driver called the Office and they noted the Account and waited for the Driver to return to make certain his Inventory balanced for the day. Our office received (2) phone calls from the Homeowner. The first phone call she wouldn't provide her name or information so we could look into the matter until we explained we were unable to assist her unless we had her information. She finally provided the information. We explained that the Driver is checked out in the morning and his Inventory is counted when he leaves and when he returns so that we know exactly what he delivered. We offered to notify her once the Driver returned and she declined. She further said "the Driver could just throw a bag off of his truck to make himself balance". We explained that the Driver would have no reason to do that. She also asked if our Driver's are paid by the bag, we said no. We had (2) conversations explaining that we showed the Driver made the delivery. We further explained that her past usage showed she consistently used (3) bags. She said that "she and her husband know that there is no way the Driver could have fit (3) bags of salt in the tank. If at the next delivery they cannot fit in (3) bags she is going to cancel her service and contact the BBB" (we haven't made a delivery since that time but she contacted the BBB and left the review we are responding to). We explained to her that her Water Softener uses salt based on Water Usage. We explained that her usage has been consistent with (3) bags. In an effort of goodwill, we issued a "credit" on her account for (1) bag of Salt and apologized that we understood that while our records showed that (3) bags of Salt were delivered that we were uncertain what happened but that she was important to our Company and that was the reason for the "credit". We explained our goal is to make certain we provide the best quality service and we apologized if that wasn't her experience. As you can see, when someone makes a complaint, we try our best to resolve it. We also value our hard-earned reputation more than (1) bag of salt. We are here to serve our Customer's and we are disappointed when a resolution cannot be made if there is an issue. We honestly made every effort to right the situation by issuing a Credit and an Apology even though according to our records the Inventory for the Driver balanced and nothing nefarious occurred. All of our Employees are members of this Community who work and live in it. We would never jeopardize our personal or professional reputations for anything. Therefore, to be accused of less than honorable behavior is upsetting to all of us that have dedicated our Professional Careers to this Company.