Surge Water Conditioning

The tech is on time. He toke old water softener and brine tank out. Brought in new water softener and brink tank. Hook up new softener to the water and replaced hoses. Explained how the new water softener worked. Sales person came later that day to check make sure it worked. I got a thank you card in the mail a few days later.

Paid $130 for a service call, received absolutely no value, got pushed hard to buy new equipment with them. The service guy came in, looked at our water-softener and de-chemicalizer (water filtering device), and said that we have a bunch of issues... and de-chemicalizer needs to be replaced - the new one is $1900. When I told him that this device works fine and the call is about water softener, he said that the water softener could be replaced for another $1900. I asked if he knows what the issue is and if he can address it. I hoped it would not be too bad. He looked for a few minutes and said he can do it for $450-550. I said go ahead with the service. 15 minutes later, the guy said that he tried to replace something but it did not work and something started leaking and that this water-softener just does not want to be replaced. He had to shut down everything - water-softener and de-chemicalizer! When I asked what we should do, the guy said that he could try other parts, but he is not really sure... maybe new parts do not align. He had no clue what he was doing. We already spent $3500 on their equipment - the guy said that this is too cheap and we should definitely spend more. Ouch. Now, we have to buy a new one... but it will not be with Surge. Surge = mediocre products + terrible service. Stay away from this company!

When the maintenance person called me back to schedule a time to look at servicing my reverse osmosis system, he said rather rudely that he could come the next day from 8am-9am. I told him that wouldn't work as I live in Minneapolis and the service address was in Hopkins and I couldn't get there that early. I asked if another day and time would work and I was told that he only services Hopkins, the city the Surge office I called was in, from 8am-9am any day of the week. After telling him that this was very inflexible he proceeded to tell me how they "don't pay me to sit on my butt" and that's the only time he'd do the work. I hung up on him. Office personnel are not much better, and only the new person they hired is professional. One of the office workers told me I needed to replace the membrane, the most expensive piece, every year. I told him I knew that wasn't true and was getting 5-6 years out of mine in the past and then he relented and said that was true. Just avoid this place.

THE PROBLEMS STARTED WHEN THEY SENT A WORKER TO HOOK UP THE R/O SYSTEM THE DAY AFTER WE MOVED IN. AFTER SUPPOSEDLY MAKING ALL THE CONNECTIONS (HE MENTIONED HE WAS IN A HURRY TO GO TO A TWINS GAME),HE COULDN'T GET ANY WATER PRESSURE.AT THAT TIME HE TOLD US TO LET THE PRESSURE BUILD OVERNIGHT AND TURN ON THE VALVE IN THE MORNING.....OKAY. THE NEXT MORNING THEY CALLED AND ASKED HOW THE PRESSURE WAS. WHEN I TOLD THEM I HADN'T TURNED ON THE VALVE YET THEY SAID TO DO IT NOW. THE SYSTEM IS INSTALLED IN THE UTILITY ROOM OF OUR FINISHED BASEMENT. WHEN I TURNED THE WATER SUPPLY VALVE ON I HEARD WATER RUSHING OUT AND KNEW THE PRESSURE WAS STRONG. AFTER LEAVING THE UTILITY ROOM TO GO UPSTAIRS I DIDN'T EVEN MAKE IT TO THE STAIRS WHEN I SAW THE CEILING COLLAPSE IN A DOWNSTAIRS ROOM FROM THE WEIGHT OF THE ENTIRE TANK OF WATER EMPTYING OUT ALL AT ONCE. (THINK METRODOME ROOF COLLAPSE ON A MUCH SMALLER SCALE). AFTER SPRINTING BACK AND TURNING OFF THE SUPPLY VALVE I IMMEDIATELY CALLED SURGE WATER AND SPOKE TO PAT TROW (HE SOLD US THE SYSTEM).INCREDIBLY,HE SAID THAT ONE OF THE CONSTRUCTION WORKERS "MUST HAVE DAMAGED ONE OF THE WATER LINES",AND THAT THEY WOULD TRY TO GET SOMEONE OUT THERE THE NEXT DAY TO LOOK AT IT,EVEN AFTER I MADE IT CLEAR THAT THERE WAS STILL WATER COMING DOWN INTO THE ROOM. IT TOOK A PANICKED CALL FROM MY CRYING WIFE FOR THEM TO FINALLY GET SOMEONE TO COME OUT. WHEN JEREMY CAME OUT AND STOPPED THE WATER HE ALSO INFORMED US THAT THE WORKER WHO HOOKED UP THE WATER LINES THE DAY BEFORE "FORGOT TO HOOK UP THE LINE TO THE ICEMAKER",AND LEFT THE LINE JUST LAYING BEHIND THE REFRIGERATOR. THEY DID PUT US IN TOUCH WITH SERVICEMASTER,WHO SENT A CREW WITHIN 2 HOURS TO ASSESS THE DAMAGES AND BEGIN THE DRYING PROCESS. IT TOOK OVER A MONTH TO REPAIR THE DAMAGES TO OUR "BRAND NEW HOME",BUT IT WAS COMPLETELY COVERED BY THEIR INSURANCE. THE TOTAL WAS OVER 6400.00. THE PROBLEMS SHOULD HAVE STOPPED AFTER THIS,BUT UNFORTUNATELY THEY ARE ONGOING. WHEN WE CALLED A WEEK LATER TO COMPLAIN ABOUT LOW WATER PRESSURE FROM THE R/O SYSTEM SPIGOTS,THEY ASKED US TO MAKE SURE THE PUMP WAS RUNNING.PUMP? IT TURNS OUT WE PAID FOR A PUMP THAT THEY NEVER INSTALLED. WHEN JEREMY FINALLY DID SHOW UP TO INSTALL THE PUMP HE MOUNTED IT ON THE BACKSIDE OF MY BEDROOM WALL. WHEN IT WENT OFF IN THE MIDDLE OF THE NIGHT IT SOUNDED LIKE A MACHINE GUN,WOKE ME OUT OF A DEAD SLEEP! I CALLED THE NEXT DAY AND WAS TOLD "THAT'S HOW THEY SOUND,CAN'T DO MUCH ABOUT IT". SERIOUSLY? AFTER ASKING THEM TO AT LEAST MOVE IT TO A DIFFERENT WALL OR TO THE FLOOR I WAS TOLD THEY WOULD CONTACT ME WHEN THEY WERE COMING OUT TO MOVE IT. AFTER HEARING NOT A PEEP FOR 3 WEEKS I CALLED BACK AND WAS TOLD THEY HADN'T HAD ANY JOBS IN THE AREA. APPARENTLY I DIDN'T MERIT A SPECIAL TRIP. 2 MORE WEEKS WENT BY AND JEREMY CALLED ON A THURSDAY TO SAY HE WOULD BE IN THE AREA THE NEXT WEEK AND WOULD CALL THE MORNING OF THE JOB. THAT WAS THREE WEEKS AGO. I HAVE SINCE CALLED PAT TROW 3 TIMES TO COMPLAIN AND HAVE BEEN TOLD HE WILL "LEAVE A NOTE FOR JEREMY". STILL NOTHING,AND TODAY WHEN I CALLED PAT TOLD ME "WE DON'T USUALLY MOUNT THE PUMPS LIKE YOU WANT US TO......) UNBELIEVABLE,BUT TRUE. IS THIS COMPANY WORTHY OF YOUR BUSINESS?. FRAN HEARLEY

In 1996: sold us a water softener and reverse osmosis. We still have the original water softener. Over the years we have had service calls for replacing the RO's filters. The water softener has been awesome-----In the15 years, we have only replaced the top gear thing that is the timer and turns it on x 1. In 2011: About 3 weeks ago, our RO clogged up. After discussion with several employees, we decided to replace the RO, and have the service person check the water softener checked to see if we needed a new one. Over the phone the sales person said we would probably need a new softener. The service person said we would probably need a new softener due to wearing out of the brass pipes inside. On the above date, the service person came (even though he was sick), and replaced the RO. While he was here, he checked the softener by taking the top part apart to check the brass stuff and see if there were any air leaks,etc. and he tested our water. I assumed he would say we needed a new one whether we did on not. To my surprise, he came upstairs and told me the softener was still working just fine and all we needed was to change the salt we use to take out the iron ('cause the softener was getting clogged by the iron).We have definitely gotten our money's worth out of their products and with nice and honest service to boot. The products may be expensive (not really sure since I haven't compare shopped), but it is worth it for the quality of the product and doing business with very nice and knowledgeable people.

The only reason why I switched companies to them was because I got a deal through a plumbing company for them. I regret switching to them because they lack good quality service. For instance, if they have trouble with your delivery (a truck breaking down etc) they do not notify you, you have to call and figure out what happened. I have also had an incredibly difficult time getting ahold of anyone, especially in the mornings. I had a delivery scheduled and when they didn?t show up it took about a week to finally get through to someone to figure out what happened. The gal rescheduled my appointment and once again no one showed. After trying to get through again repeatedly I finally got the whole story. The driver had back problems and couldn?t make the delivery, but no one called to notify me. It was a whole month before I finally gave up and called my original company. I have yet to receive any returned calls, much less a delivery. When I called to cancel my service they cancelled it and then hung up. They didn?t even ask me why I was cancelling or for any further information.

Installation went as planned but we were harassed for 5 weeks about payment that we made via credit card the day of service. Faulty accounting practices!

We are happy with the system so far and with overall sales / installation process done by Surge. However, I ranked the company B rather than A because of the following two reasons: 1. We had an agreement with Surge that at the end of the installation, we are going to have two separate spigots in the kitchen think: one for soft treated water and one for hard water. However, when the plumber showed up for the job and I was walking through the steps to be performed, I learned that they planned on using a cheap plastic pipe for the hard water (a tiny pipe - the one they use in reverse osmosis systems). The pipe would give us an inferior flow and, at best, would serve for 5-10 years before eventually breaking up... It is not supposed be used for hard water. When I asked Surge to have a regular pipe installed, they could not accommodate my request. In the end, we decided not to install the plastic pipe with Surge and will be going with another company to complete the plumbing for hard water. Surge decided not to adjust the price even though less amount of work was performed. 2. Surge performed the installation very quickly but they forgot to bring the cap for our salt tank and could not hall our old water softener away at the day of installation. We had to schedule another appointment 2 weeks later to have the job completed.

Serviceman came out to check my water softener which hadn't been working for a couple weeks. Discovered the wall outlet where the softener was plugged in had to be reset. Once that was done the softener worked just fine.

Responded to service call very quickly. Took about 5 minutes for them to tell me I needed a new water softener. Charged $94 for that. Estimate to replace was also the highest, but I received a call a few days later with a lower estimate. I went with a different company.

Before scheduling a service call, the rep on the phone asked a few questions to determine if our problem could have been the water softener. He indicated that he was 95% sure it was, and scheduled a service call. The service rep who came to the house took the time to explain how water softeners work and why we were having a problem. He recommended several solutions (buy new, buy re-manufactured, repair, go without) and explained the benefits of each. We decided on a re-manufactured unit, and Surge included the service call in the overall price. The unit was installed two days later by another service rep, who was courteous, efficient, and very helpful. Installation took less than an hour, including an explanation of how to maintain the new unit. From start to finish, I interacted with four people who all did a wonderful job and seemed to enjoy what they were doing. They were punctual, professional, and courteous.

Install went good. They were on time (actually, early) and did a professional install job, however, the cleanup was a bit sloppy. I also noticed after they left that the installer left me only 50 lbs of salt when my contract stated 100 pounds were to be delivered. It wasn't worth my time or money to drive to Minnetonka to pick up the extra 50 pounds of salt.

As expected. I called Surge on Tuesday to set up an appointment for Wednesday afternoon. The tech called on Wednesday to narrow the time window, but arrived about 15 minutes early. He examined the unit, told me what it needed and why and how much it would cost. The entire trip took 1/2 hour of billable time.

We met the salesman at the Landscape and Home show. We set an appointment and he visited our home to test the water and tell us about their product. We did not buy ''on the spot'' but compared with another company. Surge's products compared well. We agreed to a system and the installer came the next business day. They did very good work, explained the operation of the equipment well, and cleaned up the area after installation. We are very happy with our soft and great tasting water. Our hair and skin also feel much better.

The estimate process went fine. Due to people being out sick, we had to reschedule the installation, and they seemed to be running a little late due to illnesses. The actual installation was quick, neat and fit into a very small space which was good.

They were great. Good pricing, quick installation. Good people to do business with. Answered all my questions and gave lots of advice on the phone as I was trying to decide what systems to get.

My phone call on Tuesday was answered right away. I spoke with two friendly people, and they accommodated my request to have a first morning appointment on Thursday. I got a call Thursday morning that a service person would be at my home between 8 an 9 am. Chuck came Thursday morning at 8:30 as promised. I found Chuck to be efficient with his assessment of the problem and with replacing the necessary parts. I liked that I could pay for the work with my credit card. I also took advantage of the Angie's List coupon to get 10% off of the trip charge.

Please read previous reviews about scheduling issues. Because of them, I would not use Surge again. Their quoted appointment times are not convenient for working people (M-F, no evenings or weekends). They agreed to do our work on a Saturday, for which I was very thankful. However, on Saturday the tech was a no show. I called the office and got a machine and never got a return call. On Monday I spoke with the office coordinator who claimed they had lost my work order, even though I had spoken to the tech live when making the Saturday appt. We rescheduled for the next Saturday and the tech was over a half hour late, hadn't called and was not apologetic. He didn't bring the salt refills I had requested. Price was reasonable and Woody (the technician) was knowledgeable and patient.

We are very pleased with both of these appliances. The two-tank softener system is a big improvement over our previous unit. The water filtration system is wonderful. The water tastes great and we have no more water bottles to juggle. The service was timely and professional.

BEING A NEW HOMEOWNER, I DIDN'T KNOW MUCH ABOUT THE VARIOUS EQUIPMENT. I DID KNOW THAT IT WAS DIFFICULT TO GET THE SOAP OUT OF MY HAIR. I CALLED THEM IN TO CHECK ON MY SYSTEM. IT WAS A VERY EASY REMEDY. HE PATIENTLY EXPLAINED THE SYSTEM TO ME AND WROTE DOWN THE TYPE OF WATER SOFTENER SALT TO PURCHASE.

WE HAVE WELL WATER THAT HAS A LOT OF IRON AND MINERALS. MY FIXTURES ARE STAINED WITH RUST. WE NEEDED SOMETHING MORE EFFECTIVE THAN OUR OLD SEARS WATER SOFTENER. THE SALESPERSON, CAROLE, WAS KNOWLEDGEABLE. THE SOFTENER WAS INSTALLED WITHIN A FEW DAYS WITHOUT ANY PROBLEMS. SO FAR WE ARE VERY PLEASED WITH THE WATER CONDITIONING SYSTEM (NO RUST IN THE SINKS OR TOILETS!).

THE UNIT HAD NOT BEEN FUNCTIONING FOR SEVERAL YEARS AND THEY WERE ABLE TO GET IT RUNNING AND GAVE US SOME TIPS AND TRICKS ALSO.

WORK WAS DONE PROMPTLY, EFFICIENTLY AND THE WORK AREA CLEAN AFTER THE INSTALLATION.

THE INSTALLER (UNFORTUNATELY CANNOT REMEMBER HIS NAME) DID A CAREFUL AND THOROUGH JOB WITH THE NEW CONDITIONER. HE CLEANED UP ALL DEBRIS VERY CAREFULLY. HE GAVE US A GOOD TOUR OF THE FEATURES AND USE OF THE NEW CONDITIONER.

THE INSTALLER WAS VERY GOOD AND DID A GREAT INSTALL. HOWEVER, 3 WEEKS AFTER THE INSTALL THE SYSTEM BLEW THE CIRCUIT AND QUIT WORKING. HAD A REPAIRMAN COME OUT AND HE FIXED THE PROBLEM BUT DIDN'T HOOK THE OVERFLOW TUBE BACK UP TO THE BRINE TANK AND IT ENDED UP FLOODING MY STORAGE AREA OF THE BASEMENT.