On Christmas Eve, the second day of 2022’s hard freeze in Austin, TX, all of the piping for our water softener “exploded” and I woke up to a geyser outside our house. I called American Water which was closed for the holiday, but the emergency service number provided was answered quickly by Brian. He immediately came out to the house and plumbed a bypass of the softener so that we had water once again in the house. He then scheduled a time when we could get our softener plumbing rebuilt. I was impressed with the rapid service and Brian’s focus on getting water service restored quickly. I considered this great service.
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I really liked Jill but I didn't like things not being followed through with. We were told Jill would be at the install because we were out of town and she wasnt. We were told that we'd get pics of the job from Jill and we didnt. We eventually received pics from Jennifer in the office who mentioned she'd seen pics of the job although we hadnt. Lastly, we were told by Jill that, in case of leaks, she would have the water turned off since we were out of town.That wasnt done either. I only knew the installation was completed via my surveillance system. I had to text Jill who had to contact the installer. I dont know if it was Jill, the installer or just miscommunication but it's not a good feeling to have a company in your home while out of town and have them not follow through with promises. Those promises gave us the confidence to allow them to do the job. Nevertheless, Jennifer has been great with picking up the pieces. Overall, I'm sure we will be happy with the job but having the ball dropped so many times is not a good look.
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Our old Kinetico unit was damaged during the February freeze in Austin. American Water Company was quick to reply to my inquiry for replacement, worked with me for my home warranty to get claim processed, and sent a great tech to complete the installation. Polite, professional, and responsive through the entire experience. Thank you!
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The sales person was extremely knowledgeable and provided tests that allowed you to see how hard and undesirable our water actually is. The installation went very smoothly and the system looks beautiful. I would highly recommend this company for any of your water softening or purifying need.
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