We’ve got our water softener for 12 years now, and last year the beads inside broke and we had this replaced. Because we live in Kitchener, they had to charge us a distance fee...which I was ok with. After this repair, the draining pipe started dripping water. So, the technician came back again and replaced two items from our water softener plus charged us for the distance fee again. Now I have a repair fee totaling $1,100. I am ok with this BUT NOW, almost a year later, my water softener is making this loud noise at 3:30am every time it does its cycle! This noise is waking my family up every time and it’s hard to get back to bed.
I called Aqua many many times to see what they can do. They said this there's air in the pipe hence they can't do anything...I have my water softener for 12 years and it made no noise...why is there air now? Did the technician not do a proper job in repairing it? If so, they should come back to have it fix and do it right the first time! All they said was they cannot do anything because its air pressure!!! They refuse to come out to look at it because we live in Kitchener. I just don't understand why they said they can sell it us when we told them we live this far? It seems as though...they will say anything to get your business but once they get your business, they don't care anymore! They said they warrant their labour for one year…this doesn’t seem to be the case…they keep on postponing my issue saying they’ll check with the technician but soon my warranty will be gone!
I am very very very dissatisfy with their service and I have to say if you don't live in Markham area...do not buy their products because they will not service it.
This is not a plumbing issue. We had this for 12 years and just replaced the parts eight months ago. They just refuse to send a technician in because it's too far of a drive. If we lived in the area the lady on the phone even says, they could send a technician over...they're not being responsible!
- Company Response
As we have repeatedly explaining, during the backwash cycles of the softener which will usually be automatically started by 2am - 4 am when the media is due to cleaning and regenerate, and such kind of regeneration cycles will create noise, if that is annoying to the user, the time of regeneration can be adjusted. If there is air in the piping causing the noise, that is not the softener issue, that is customer's own plumbing problem.