John Brutin from Cambridge

I believe that a company should not be judged by doing what was requested of them but rather by how they deal with the unexpected things that can happen- the essence of customer service. In my case, with what was asked of them, they did a fine job in installing a carbon filter (as well as rebuilding a water softener). However, their technician made an oversight that I was not aware of until about 90 days after the job in that they put the carbon filter ahead of the lawn sprinkler system (the line had a labeled tag hanging from it six inches from the unit indicating such.). When I called to inform them of this requesting that they correct it, I was told that some customers want it this way (LOL). When I pressed them indicating that I was not given the choice, they again lamely made the argument that some people want it this way. They then agreed to send a technician out to look at it and they did. They took the time to drive out, draw a schema and do a write up and then call me back only to tell me that it would be a full service call to change it. They had already spent 50% of the cost or more defending their asinine position but could not find a way to help the customer. They never offered to discount it (I probably would have compromised given they could have argued that it was partly my fault) but to spend all that time to defend themselves with no effort to working with the customer tells me what kind of company they are. (The job once on site was no more than 45 minutes to reroute the lines). They could have had a happy customer and they would have avoided a bad review but rather than do that and cover their costs, they absorbed a service call and then told the customer no luck. I will never understand the short sightedness of some companies and wonder how a culture like this can get created and defended but unfortunately it does. The irony is that it might not have cost them anymore than it did but I sure hope it will now. My recommendation - DO NOT do business with this company.