“Great sales pitch, came on time on installation day and left everything clean and tidy. Aftercare is shocking. Water is still coming out hard after 7 months sent follow up emails and they are just not bothered to sort it. Didn't bother chasing and went to another company - they came out and sorted the issue.”
Verified by Staff
– Customer in Bishop's Stortford, September 2018
Response from Softflow Essex LTD:
We are sorry that our customer has been unhappy with our aftersales service, something that we at Softflow pride ourselves on. The water softener was fitted in August 2018. First contact from the customer was end of January. We attended the property to resolve this. The engineer advised that the softener was working, it was the ball valve in the loft that would need replacing to resolve the matter. The customer asked for a quotation to do this as well as replacing the hot water cylinder and cold water storage tank. A quotation was duly sent 4 days after the engineers visit. Our customer did respond to advise that they would be getting other quotes and would come back to us. They mentioned that the water was still hard and would like us to check this again. We had already said that this was due to the ball valve and were waiting for the customer to confirm if they wanted us to carry out the work quoted. In this instance unfortunately, there has been a misunderstanding in communications. We have advised our customer that we are happy to return should they still have hard water.