Faulty water treatment system - Contractor Ignores resolution attempts
Work Completed Date: July 08, 2013 Installed a water treatment system to remove iron from well water Approximate Cost: $3,000.00 Contractor installed a badly designed system that failed to perform as promised. All attempts to make the system work involved charging us more money to fix their problems of poor design quality. Refuses to stand behind his product and ignores good faith attempts to settle the dispute. See below detail. We found contractor through Angie's list. Contractor came out and discussed problem (iron staining). He told us that normally they use a softener to remove iron. We asked whether there was a method to remove the iron without a softener. They assured us that they had as system that would do that. We were quoted $2,150 for the system. It was installed but did not work. Contractor came back and diagnosed that our water was still colored due to the presence of Tannins and told us that tannins will carry iron in solution, so they adjusted the chlorine. That didn't work. They then installed a used sand trap in the system under the theory that the water was not being sufficiently chlorinated and the sand trap would "spin" the water after it passed the chlorine pellets to provide a boost to the chlorination process. Didn't Work. Substantial iron got through the D&C system to the extent that my independent house filters clogged completely shutting off all water. We had to replace our filters at a cost of $313. They came back again and now diagnosed that the system was not working due to a defective tank bladder in the well pump. They said that excessive air was not allowing proper chlorination. They said that the air tank needed replacement. They charged us $600 more dollars to replace the tank. That also did not work. We, finally had enough. Declared that the system that they sold us simply could not perform as promised. We sent an email asking for a refund and to pick up the equipment. We even indicated our willingness to settle for less than we had paid. This email generated a phone call from D&C offering to come out and attempt to address the situation. Dan Crall came out and diagnosed that the water hose that went from his system to our residence was stained (with iron and tannins and that was a substantial source of the iron into our system. We replaced the hose at a cost of $23 with no major effect. Dan tested the iron at the output of his system and with the new hose and it still registered 1.2 iron. Dan said that .3 iron can stain. He then told us that he could guarantee the iron removal if we added a softener. We were not terribly receptive to this as the entire reason for purchasing the system from him was his assurance that the iron could be eliminated without a softener. In any case, we discussed a possible compromise wherein Dan would provide a loaner softener for the period that we expected to be here at this location (no case longer than 1 yr probably less). In return, we would return his equipment. (except for the tank bladder) He said he would consider and call us. We received a call from Dan's associate Tim, whose solution was to propose that we pay an additional $300 for a well shock treatment and the installation of a used softener that they would rent to us for $35 month with the 1st 90 days free. We were very cool to that suggestion and stated that we were not going to continue to throw additional money at a system that didn't work. But, we left the discussion with an agreement to reconvene by phone the next day. Neither Tim nor Dan called us back for the 2nd discussion. Accordingly, we sent email #2, once again affirming our dissatisfaction with the system and asking to settle. We extended an offer to settle for only 1/3 of our costs for this failed system. We have received no response to our emails. We have, also left multiple unreturned phone messages, as well. D&C is choosing to ignore us.
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