Complaints

This profile includes complaints for Rabb Water Systems's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Rabb Water Systems has 6 locations, listed below.

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  Rabb Water Systems

  303 Argonne Road Warsaw, IN 46580-3809

  
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  Rabb Water Systems

  514 S. Third Street Logansport, IN 46947-4314

  
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  Rabb Water Systems, Inc.

  3940 S Reed Road Kokomo, IN 46902-5087

  
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  Rabb Water Systems

  13505 David Dr Grabill, IN 46741-9478

  
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  Rabb Water Systems

  1480 S Jefferson St Huntington, IN 46750-4019

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 2024 our Reverse Osmosis system, purchased from **** years ago, quit working. We had no water coming out of the ** faucet. At the same time we had problems with our well. The well issue was taken care of - ** still wasn't working. While dealing with our well issue I learned that the pressure tank should never have water in it. It's called water logged. Back to the ** system. We bought new filters from **** like we always have but that didn't fix the issue. I noticed that the tank that sits on the floor was heavy and I assumed that, similar to the pressure tank, it shouldn't be. I called **** and told them that there wasn't any water coming out of the faucet and that the tank on the floor was full of water. Service tech tells us 1) our unit is no longer made 2) **** quit servicing that unit in 2017 because parts were no longer available 3) the tank on the floor is suppose to be full of water 4) however, IF you buy a new unit ($1800)from **** the service charge will be forgiven. Extortion?My issue is that **** knows exactly what unit we have, when we purchased it, and how many filters we have purchased over the years BUT no one could call us to tell me that the tank is supposed to have water in it and all the other facts about our outdated unit before sending a service tech out. My husband was a service driver and he would call customers.Now they want to bill us $99 service charge for a tech to come to our house and tell us what they already knew! No one could call us?The rep from **** kept repeating that I called them! - about water in the tank on the floor so they sent the tech out. She had excuses why no one could call but offered to cut the bill in half. I can't accept that because **** knows everything about our system and that that tank is supposed to have water in it and our ** system is not serviceable

  

  Business Response

  Date: 05/07/2024

  I am sorry to hear that you are upset with our service.  Our intention is never to mislead or be dishonest with a customer.  We have nothing to gain by conducting business that way.  We are 60 year old company with an exemplary reputation. When we receive a call regarding an issue with the water treatment system, we typically offer a service technician visit to assess the situation.  It is extremely difficult to diagnose causes over the phone.

  Your system is from 2008, so it is 16 years old.  We sent a trained technician to your home to diagnose the problem you were having.  He did his diagnostic work and determined the issue.  He made a recommendation to you of what your options are moving forward.  I understand that this news wasn't what you wanted to hear, but it is the fact of the matter on a 16 year old system and cannot be repaired.   
  

  I feel that the service was performed and charged accordingly.  We have performed service for you before without issue and I hope you recognize by our historical treatment that our intentions are to provide you with top notch service and products.  We offered to split the bill with you to help offset your dissatisfaction and as an act of good will.  I don't think we have done anything wrong and I think the full service charge is warranted.  We simply tried to help you.  It saddens me that trying to conduct honest business and getting a fair compensation for work performed can be argued b/c of a misguided assumption that it all could have been handled with a phone call.  You told our customer service manager, at the mention of splitting the bill, that you are not paying it and we can send you to collections if we have to.  So, if the resolution is to remove the service charge we will do it, as it seems either way you are not going to be happy with our approach unless we remove the charge. 
  

  Customer Answer

  Date: 05/09/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution (removing the charge of $99) is satisfactory to me.

  I would like to clarify that in ****** reply they stated that their technician "did diagnostic work to determine the issue".  Their technician didn't touch our unit!  He looked at it and said we do longer service your RO system.

  Thank you.

  ***** and ***************************