On 10/02/2021 we had an in-home water quality demonstration with Ray Pauchek. We were very impressed with his knowledge of the areas water quality and the capability of your systems.
Using less soaps and detergents along with not having to use rinse aids in the dishwasher is exciting! We readily agreed to a treatment system and were advised that you guys would come back out to retest the water after installation. I started gathering all the laundry soaps, scent boosters, fabric softeners and dishwasher rinse aids to give away.
We were also sold on your CleanStart system and immensely excited by the technology! Ray explained how you really only need to use the rinse cycle on the machine for optimal cleaning, that he has not used laundry detergent or fabric softener in years and that clean clothes shouldnt smell like laundry soap or fabric softener if they were truly clean.
Understanding the concept of NOTHING left behind in the fabric after washing was eye opening and we told everyone we knew about it.
Installation of both systems was a rough day. The installer advised that the sales consultant (Ray, Im assuming) did not advise the distance from the water meter correctly and that they would have to leave and come back after they finished another scheduled job. They were out front, in the dark, digging a trench until nearly 11pm that night.
I started noticing that the dishes were soaking wet after the heated dry cycle ended in the dishwasher and contacted our home builder because it is a brand new home, with brand new appliances. They opened a ticket with Samsung and we were advised that the dry cycle does not work without using a rinse aid in the dishwasher so now Ive gone out and purchased more Jet Dry, since we obviously need it.
I started noticing that some of our clothes smelled funny kind of like sweat, kind of musty, kind of like when you leave them in the washer for days before putting them in the dryer.
I did a deep clean/sanitize cycle on the washing machine. I released the drain on the bottom of the machine and scrubbed it out. I bought a special washing machine cleaning kit. I became neurotic about the time clothes sat in the washer before being transferred to the dryer.
All of these things I tried over time and through the holidays and vacations and life in general, to no avail. I then figured Id have the conversation with Ray (or someone else) when he came back to retest the water for quality. That never happened.
I reached out with my concerns on 1/4/22 (holidays are over, family has all flown back to where they live, husband is recovered from surgery, oldest daughters wedding is over and life has settled down). The person who answered the phone said Hello, like I was calling her personal phone, no business name, not how can I help you, just hello.
She set up an appointment to have a technician check the CleanStart and to perform the retest on the water.
I was not able to be here when the technician came out but my husband and adult daughter were. The technician checked the CleanStart and advised that even though the sales pitch is that you no longer have to use laundry soap, him and his boss advise that you still use it to get your clothes clean. He advised that he would have his boss or someone reach out to me to further explain and left the house without testing the water.
Now, Im upset. No one has called me.
Im using the (diluted) super concentrated laundry soap in my washing machine and my clothes still smell. Im purchasing scent booster products and my clothes still smell. Im switching to a quick wash cycle in the washer and then a full normal cycle in the washer and my clothes still smell. The only way to get rid of the smell is to run the washer with hot water effectively bypassing your CleanStart product.
So who lied?
Did Ray lie about the CleanStart system in his own home? Did the company lie about how this system is so great that even Marriott hotels use it? Surely, the whole sales pitch (as your technician called it) cant be a lie, can it? THE MONEY-SAVING, ECO-FRIENDLY, DETERGENT-LESS LAUNDRY SOLUTION on the cover of your pamphlet cant all be untrue, can it?
Is anyone ever going to come back to retest the water?
Is someone going to come out and fix this CleanStart to make it operate as advertised or is someone going to refund our money and come pick this thing up?
Now, I am not going to say Im one of those customers that screams Im going to tell everyone I know about it about this bad experience BUT your company is well aware of word of mouth, which is why you have such a robust Rainsoft Ambassador Program. Six units within three years = 100% reimbursement of all equipment is a pretty good referral program but I highly doubt the eight homes under construction on my street alone will be getting the sales pitch from me.
Thumbs up to this review. Go somewhere else. The price you pay is NOT worth it.
Don't believe my system works AT ALL. LOUSY, EXPENSIVE, RUDE service.
I'm having them take the whole system out of my house .