Charles C.
Territory Manager
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and may not directly match the data found on each public review site.
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This email was originally sent to the Kinetico company
Hello my name is Shamon Clark
Living in lago Vista TX. I recently brought one of your units from one of your distributors American Water TX, in Round Rock Texas. As you well know the winter storm hit pretty hard here in February. Which means that my water softener system was only in place for 6 months. Woke up one morning I had no water. Tryed to put the unit in bypass mode like Charles the salesman told me to do if their was a problem. The livre on the unit would not turn. I didn't want to force it and possibly damaging it, so I called the company that sold me and installed it American Water. The lady that answered the phone said their was nothing they could do. After she said that I realized that the company would be no help classic we got your money already so oh well to you. So I called a plumber which cost me a couple hundred dollars to come out and get my water turned on. The unit is now in bypass I have water now. I let the faucets drip so they wouldn't freeze After this I made contact with Charles the salesman that sold me the unit and explained to him everything that happened. That next day after another night of freezing weather again, I again have no water even though the system was in bypass and I let the faucet drip. That next day Charles came out to look at it so it was in bypass mode told him I didn't have water again and contacted the company to explain what happened. He told me not to worry it's been less then a year you had the unit your covered you don't have to pay anything. Later on the pipes threw out and water is coming out from every way. I shut the water off from the street, called Charles because I felt I would get nowhere with the office people, told what happened and sent him pictures of it. American Water did send out a plumber to completely bypass the system so now I have city water coming in. Thursday March 4th Cody the technician / plumber comes out to assess all the damages. All three tanks in the unit had damage and would need to be replaced or repaired. And he told me that because of everything that happened with the strom they was out of parts and it would be some time before new ones came in. Then he told me after he called his supervisor and explain the damage to him. That your company Kinetico was not honoring warranties that was caused by cold weather. Now if American Water came out to address the problem with the unit when I called and informed them that I didn't have any water and could not put the unit in bypass mode then maybe the damage my not have been that bad. Saw what the problem was specially being that I was a new customer with a unit that was less then a year old. I wanted the unit in the garage near the water heater but was told it would be alot of labor and cost more, I was also told that they put many of these units outside and it would be ok. Granted no one excepted Texas of all places to get hit with freezing weather like that. And even Charles said when it gets that cold like it was there's not much you can do. But I am sending this email to inform your company that I am not happy with the fact that you have refuse to honor your warranty for unit that I have owned for only 6 months. Also when I contacted the company's office that sales and installs your product, they didn't help and if they did it is possible that the unit may not have suffered the damage it did. Charles the salesman was the only one who provided some assistance.
When a company doesn't stand by it's product it is despicable. If you are not going to stand by your product when installed outside then stop allowing your representatives to have people install your units outside knowing you will not cover the warranty due to weather, especially on a brand new unit that is less than a year old. I have no idea if your company is going to take this email seriously and correct this injustices but I felt you should know how a consumer of your product feels about you and your service representatives and the fact that I am finance paying on a unit that is broken. If I have known that your company wasn't going to honor the one year warranty, I would have never gotten the system put in and want with another company. They may not have been as good product wise but at less they would have stood by their product. I say that cause a friend in Bastrop Texas had a very similar problem during the winter storm as well and her company came out and repaired the problem with no cost to her.
Shamon Clark
Lago Vista TX (See More)
3/09/2021 |
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Charles did a great job of explaining all the different types of options I had for the house. Since the system is connected to a well, having the option for UV as well as the water softener and K5 home water filtration, gives me ease for my family and friends to have safe and good tasting water to drink. American Water and Charles did a great job and the install was very quick and efficient. They are a great company and Charles was very knowledgeable and helpful on the best systems for what your house needs. Great company! (See More)
1/20/2021 |
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We are very pleased with everything with the purchase and install. The sales and install folks were wonderful to deal with and would highly recommend them as well as the product and company. Thank you for everything. (See More)
12/02/2020 |
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Great product. staff are great as well. (See More)
9/14/2020 |
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Prompt on sending out a knowledgeable sales representative and installation crew. (See More)
8/17/2020 |
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Good technician (See More)
6/10/2020 |
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Charles and team were knowledgeable about their products as well as the local water supplies. The installer went out of his way to install the system around my needs in tight places. Very satisfied with the results (See More)
5/13/2020 |
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Super fast installation and most importantly, the water taste delicious. (See More)
11/14/2019 |
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Very good experience. Ellen in the office was friendly and helpful in scheduling the appointment and working with us on the installation appointment. Charles showed us the benefits of the Kenetico system compared to an electric system, tested out water and there was no pressure to buy on the spot. We appreciated his consultative approach and made our buying decision and he assisted in getting us scheduled when we were available. Cody the installer was great. He did a first class job on the installation and took the time to explain how the system works. I would highly recommend this company. (See More)
9/28/2019 |
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We called American Water on the recommendation of a neighbor who has the. Kinetico system and is very happy with it. Charles C**** came to our house and gave us a professional overview of the system and and answered all of our questions. The estimate was fair and we liked the idea that installation was done by an American water technician. Travis did a nice job on the installation. The improvement from the awful hard water we had before was quite noticeable. (See More)
9/13/2019 |
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Great people. Great service . Timely . Honest . Friendly . (See More)
6/14/2019 |
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The customer service that I received with American Water was awesome! The technician was on time and he explained the water softener usage before leaving. I highly recommend this company for your water softener installation. (See More)
6/13/2019 |
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We purchased a Kinetico water treatment system for our new home. We bought the chlorine filtration system and the water softener. Charles C helped us select this combination of equipment based on the nature of the water in our area and the size of our home. Installation was scheduled and the system was installed in a most professional manner. Although somewhat expensive, our water is now incredibly pure and soft. We have owned water softeners from competitors. None of those other systems purified the water and created such incredibly soft water. Highly recommended. (See More)
5/19/2019 |
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Austin from American Water did a fantastic job installing our new water softener. He was quick, pleasant and very professional. I would highly recommend this company to any who need a water softener. (See More)
5/10/2019 |
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This is a superior water softener. The installation went smoothly and the installers were friendly and informative. (See More)
5/08/2019 |
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Charles was very knowledgeable. He was able to answer some fairly technical questions about the testing and the product line. No pressure to purchase anything, no upsell pressure on system I decided on. (See More)
4/10/2019 |
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Technician came out on time and did the installation in a timely manner job looks really clean and professional equipment looks top of the line and hope it will last for years to come. (See More)
3/08/2019 |
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No comments (See More)
3/08/2019 |
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Excellent professionals Sales and Installation staff, for your softwater system needs in the Hill County Blanco area. Thanks again for the outstanding installation, and removing the old broken equipment. (See More)
3/02/2019 |
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Charles made the process easy and enjoyable. He was even considerate enough to text my father instead of calling, given his recent surgery, updates and instalation schedules. Even the financing paperwork was a breeze. Would highly recommend American Water for your water treatment needs! (See More)
2/19/2019 |
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(no comment) (See More)
2/01/2019 |
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Charles seemed very knowledgeable about other water softener systems and answered all my questions. Trust worthy and likable. (See More)
12/23/2018 |
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(no comment) (See More)
11/12/2018 |
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American Water performed an outstanding job installing my new water softener system. I especially want to Thank Chuck and Cody for explaining everything. I highly recommend American Water. Thank You, David S. (See More)
11/08/2018 |
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Very knowledgeable sales manager. The regional office very friendly and knowledgeable.
The installer very knowledgeable and experienced and answered all my questions.
I would recommend this company and water softener highly to all who is looking for water softener installation. (See More)
10/19/2018 |
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American Water here in Round Rock is a local company that takes pride in what they do, their people are professionals and they stay on the job until everything is buttoned up to the T. Thank you Charles for helping us tackle the hardest water in Texas! (See More)
9/20/2018 |
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(no comment) (See More)
9/12/2018 |
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Everyone at American Water did a great job with the purchase and installation of our water treatment system. Thank you! (See More)
9/07/2018 |
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Charles did a great job explaining the process and showing us how the system will benefit our household. I feel like the price is a little high, but I hope it is worth it. (See More)
8/29/2018 |
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My brother was right to refer us to Charles at American Water! The entire process from scheduling an assessment to installation was simple, thorough, and hassle free.
Being a substantial financial investment we were so pleased to taste and feel a tremendous difference in our water right away. We feel confident in our investment. (See More)
8/19/2018 |
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Great service good job on explaining the process of Kinetico water system love or new k5 system water taste great they installed it fast without any problems Great technicians all around pleased thank you (See More)
8/14/2018 |
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I did my research and spoke w several companies and American Water was the best choice. Charles came over and explained everything to me and he wasn’t pushy and was able to answer all my questions. It’s the best decision we have made. Installation was easy and the gentleman that came out was very professional. We are very happy! (See More)
3/28/2018 |
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Charles was very helpful. He explained all the options available along with pricing for each. He was very accommodating and did an excellent job (See More)
1/28/2018 |
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American Water here in Round Rock is a local company that takes pride in what they do, their people are professionals and they stay on the job until everything is buttoned up to the T. Thank you Charles for helping us tackle the hardest water in Texas! (See More)
1/23/2018 |
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Outstanding sales and service for a new water softener system with reverse osmosis. Installed two days after the contract. Quick and competent business. Highly recommend. (See More)
1/02/2018 |
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(no comment) (See More)
12/21/2017 |
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We had a water softener in our Pflugerville home for last 25 years. After looking at different options we decided to go with American Water for a Kinetico water softener. The sales Rep Charles Curry explained the system and its advantages thoroughly and we had it installed on November 20, 2017. Everything is working fine at the moment. Austin who installed the unit was very thorough and did a good job. Thanks. (See More)
11/27/2017 |
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Fantastic experience with Charles. The crew thst did the install were great, respectful and professional. (See More)
10/23/2017 |
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We had 3 different water softener representatives come to our house. When American Water representative Charles C came to our house, he was honest and knowledgeable. He talked about the different units and recommended the best unit for our house. The other water softener reps were all about a sale. Kinetico makes more sense and we are very satisfied with our water unit. Thank you Charles
Eldridge and Elida (See More)
10/13/2017 |
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(See More)
10/12/2017 |
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(no comment) (See More)
9/15/2017 |
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(no comment) (See More)
9/07/2017 |
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American Water did an awesome job installing my water softener. Very professional employees and great product. (See More)
8/28/2017 |
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On time for both the sales presentation and the installation of the water softener. All questions were answered for the product in the sales presentation as were any questions on the equipment. (See More)
6/13/2017 |
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After having a Kinetco water softener for 30 years..it finally gave up. The only place to go was back to American Water to get another Kinetico. (See More)
5/25/2017 |
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Charles and everyone at American Water were a pleasure to deal with helping me solve my water issues. Great product and customer service. Thanks guys! (See More)
5/15/2017 |
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I should've called American Water a year ago. Excellent system, service and job! Thank you guys very much. (See More)
4/13/2017 |
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