Lost our business over replacing a...
Up until today, we experienced nothing but great service from Purewater. On April 25th of this year, they re-opened our pool, which included replacing the pool's 2 light bulbs. Since that time, there were only a maximum of 2 occasions that we turned the lights on in the pool, the 2nd time, just last week, we noticed one of the lights had burnt out. Upon calling yesterday (no return call) and then again today and got through to the manager of the service dept, asked to have Purewater look after replacing it. We were advised, light bulbs were only guaranteed for 30 days and they had no way of knowing what caused the light bulb to blow. Clearly, neither did we but the last 2 lasted for 5 years. They agreed to come and have a look for their usual service fee of over $100 but offered to reduce that to $99 - we think most will agree that this hardly seems reasonable for a bulb that cost approx. $39 that had only been turned on twice! When asked by us if they were prepared to...
Up until today, we experienced nothing but great service from Purewater. On April 25th of this year, they re-opened our pool, which included replacing the pool's 2 light bulbs. Since that time, there were only a maximum of 2 occasions that we turned the lights on in the pool, the 2nd time, just last week, we noticed one of the lights had burnt out. Upon calling yesterday (no return call) and then again today and got through to the manager of the service dept, asked to have Purewater look after replacing it. We were advised, light bulbs were only guaranteed for 30 days and they had no way of knowing what caused the light bulb to blow. Clearly, neither did we but the last 2 lasted for 5 years. They agreed to come and have a look for their usual service fee of over $100 but offered to reduce that to $99 - we think most will agree that this hardly seems reasonable for a bulb that cost approx. $39 that had only been turned on twice! When asked by us if they were prepared to lose our business over this matter, the manager simply expressed that she was sorry we felt this way but were quite prepared to take us off their client list. DONE AND DONE! IF THAT'S ALL OUR BUSINESS HAS BEEN WORTH TO THEM THE PAST 6 YEARS!! Very disappointed that this is how they treat their loyal customers! WE WILL DEFINITELY NOT BE BACK!! - PLEASE KNOW PUREWATER, THERE ARE ALWAYS OTHER CHOICES! HOPE YOU'RE HAPPY WITH YOURS!! The Macdonald's of Ottawa ps - We sure hope the owner knows how his customers are being treated!
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Update: Purewater determined that there was a faulty light and credited the client for the labor costs. Our explanation of the process to determine and repair the issue was unsatisfactory and regrettably caused stress to a valued client. Very pleased that they decided to re-engage us to work for them, and will strive to continually improve our communication skills.