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  • I have used this company annually since 2004 when it was named PureTec Water Services. They have usually been reliable, but always try to "upsell" when doing the service. (No real issue because I understand the technicians are on commission.) Today, I am ending the relationship. I made an appointment with a service window from 10:00 am to 2:00 pm. Near 2:00 pm, I called and asked the status of my appointment. I was told by Jared that the technician was running late, but I was next on his list. I asked where his current service stop was at. Jared told me he was nearby, and when I asked for the area the technician was at, I learned that he was nearly an hour's drive from our home. When I mentioned that I had already waited four hours for the technician and I need to leave my home, Jared offered only to re-schedule me and apply a $10 courtesy discount for my wait. I guess they believe a person's time is worth $2.50 an hour. Sorry Aqua Science, after 16 years of yearly maintenance from you, I am looking elsewhere. What do I think you should have done? When the technician realized he was running very late, call the home office and either 1) assign a new technician or 2) call me giving me a new ETA so I can run my errands, but be back for service. If neither worked, offer to re-schedule at guaranteed time -- not a four-hour window. What you should not do is make promises that you can not keep. (He'll be there in 30-45 minutes when he is nearly an hour's drive away.) Also, you should not offer such an insulting discount to a loyal, long-stating customer. I would have been happy with an offer of "we will be at your place at 8:00 am "sharp" on a day you select. I do know things go wrong in the service business, but I also know there is a correct way to address those issues. I think Aqua Science failed. Therefore, after 16 years on annual service and thousands of dollars of payments to Aqua Science, I must now look elsewhere. Readers, only you can make a decision whether to use Aqua Science is a company that you want to start a long term (or short term) relationship with. I just want to share my experience with you.
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