Complaint: ***
I am rejecting this response because: I have a receipt that shows that the serviceman out here that replaced that pump was *** *** own repairman on August 3, and charged me *** Repairman is the one who installed the wrong pump.
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/06/11) */
Dear Revdex.com,
We are in receipt of the following complaint and apologize for the difficulties the following customer has experiencedAs you may be aware, the RainSoft Division of Aquion, Inc., located in Elk Grove Village, Illinois, is the
manufacturing facility for RainSoft Water Treatment ProductsThese products are sold by Aquion to independently owned and operated distributors around the worldThese distributors, in turn, sell directly to retail consumers
After speaking with the customer, it appears the problem may have been caused when the RainSoft dealer, *** *** Specialists, reinstalled the system, as opposed to a warranty claim alleging that the product itself is defective in design or manufactureIn cases like this, the RainSoft dealer is in the best position to assess this and, ultimately, is responsible to notify us if it's due to a product issueAt this time we have notified *** *** Specialists of this matter and will continue to work with them and provide any assistance that is necessary
Final Business Response /* (1000, 15, 2015/07/08) */
We are currently looking into this matter again with our distributor *** *** Specialists, now doing business under the name *** *** located in Columbia, South CarolinaIn the meantime, we will be contacting the customer to resolve this matter
Dear Revdex.com,We have
discussed this issue with the authorized *** technician who serviced this
customer and he has informed us that the problem they are experiencing is not
related to the water treatment equipment, rather it is due to a slow drain
Based off the best understanding we have, it
sounds as though the drain was
backing up during the washing machine cycleThe *** system didn’t plug
the drain and cause it to back upWe agree with the technician and surmise the
problem is with a slow drainWe apologize the customer had difficulties with
contacting usAll of our information is listed on all our equipment and on all
of our owner’s manuals. Regards.RainSoft Division of Aquion, Inc
We have discussed this matter with the authorized service provider for Knoxville, TennesseeThe technician informed us that his first service call to Ms*** was in January His records indicate that, at some point from the original purchase of the equipment in April ’99, to his first
visit with Ms*** in January 2011, someone had replaced the *** valve with a non *** valveRegarding the service that the technician last performed on Ms*** system on February 4, 2016, the nature of the service call was for the brine tank overflowing on the softenerAs the manufacturer of *** water treatment products, we stand ready and willing to provide any parts, as well as any technical support, that may be needed on Ms*** systemUnfortunately, our parts will not work on another model softenerIf Ms*** feels she incurred damages due to poor service, she would need to file a claim against the company who she feels caused these damages
Complaint: 10941392
I am rejecting this response because: It is not a slow drain or clogged drain. Your technician's do not know what they are doing or talking about. We fixed the problem ourselves thank you for nothing. Your complete lack of service is really pissing me off as I will tell everyone I know to never ever purchase this system. Don't waste your money or your time. Your installation technical who came out - did not even look at the drain, proceeded to tell us to call Public Works and blame it on a tree. If you consider that knowledgable. The state of New Jersey has no record of this company existing, this [redacted] They are in no phone book, no Revdex.com listening or no record in the State of New Jersey. This is not resolved.
Sincerely,
Anne [redacted]
Dear Revdex.com,We have
discussed this issue with the authorized [redacted] technician who serviced this
customer and he has informed us that the problem they are experiencing is not
related to the water treatment equipment, rather it is due to a slow drain.
Based off the best understanding we have, it sounds as though the drain was
backing up during the washing machine cycle. The [redacted] system didn’t plug
the drain and cause it to back up. We agree with the technician and surmise the
problem is with a slow drain. We apologize the customer had difficulties with
contacting us. All of our information is listed on all our equipment and on all
of our owner’s manuals. Regards.RainSoft Division of Aquion, Inc.
TeDear Revdex.com, At this time it is difficult for us to accurately address
this matter and find it necessary to identify the parties involved. This
complaint has been filed against the RainSoft Division of Aquion, Inc. located
in Elk Grove Village, IL. Aquion manufactures RainSoft water treatment
equipment and sells these products to independently owned and operated
distributors around the world. In this particular case, [redacted] located
in Morris, Connecticut and Fairfield, New Jersey, performed the service in
question. What we do know is, the RainSoft water conditioner was installed on
January 15, 2015. The customer has stated that they identified a leak in July
2015. The customer contacted Aquion on October 19th with a complaint
that the RainSoft conditioner had a leak. It was at this time we contacted [redacted] and requested that they schedule service with the customer, at no charge
to the customer. [redacted] reported the following findings to us, stating “Service
tech ran the RainSoft conditioner through a regeneration in the presence of Mr.
[redacted], at which point the tech was told the drain only leaks when the washing
machine runs. The technician found no water backing up during the time the RainSoft
unit regenerated. When the tech ran the washing machine the drain was overcome
quickly, leading to the diagnosis of a slow drain. The technician also stated
that he inspected the installation of the RainSoft unit and tested the water to
verify the unit was operating properly. The tech told Mr. Wozniak that he
suspected the drain is slow and suggested having a plumber run a snake through
the drain. The technician said Mr. [redacted] agreed as he saw the test that was
performed as well as the results.” [redacted] has assured us that the RainSoft
unit is working properly, as it is manufactured to do. With that being said, we
apologize for the difficulties the Wozniak’s have experienced. We are still
open to discussing this issue with them so we have a better understanding of
what [redacted] could have done better in this case. ll us why here...
Complaint: [redacted]
I am rejecting this response because: I am stressing again that this is a repair issue! The company is located in Knoxville Tn. The name of the company is [redacted] of Knoxville. [redacted] is the repairman who has installed the wrong pump August 3, 2012 which I have the receipt for, and then came out on February 4, 2016. The leak seems to be coming from the salt rock tank. I don't feel I should report the damage to my insurance company do to the negligence of one of [redacted]'s repairmen and not having more options of servicemen in my area.
Sincerely,
[redacted]
Dear Revdex.com,The [redacted] division of Aquion, Inc. is the manufacturing facility for [redacted] water treatment systems. Aquion sells these products to independently owned and operated distributors around the world. These distributors, in turn, sell directly to retail consumers and are responsible for the sales, service and day to day operations of their business. In Ms[redacted] case, she has identified a problem with the installation of a non [redacted] component. According to Ms. [redacted] Technologies, Inc., located in Newport, Tennessee, installed the wrong chem feed pump in her home on August 3, 2012. We are not aware of any warranty claims from [redacted] Technologies, or from Ms. [redacted], alleging that any [redacted] product was defective in design or manufacture. Accordingly, we expect [redacted] Technologies to take the necessary steps to address any problems with the installation of the pump, thereby addressing the specific concerns set forth in Ms[redacted] complaint. Aquion, and its [redacted] division, will take any necessary steps to ensure that the products we manufacture perform to the standards and specifications applicable to each product or component. We will also go as far as to assist Ms. [redacted] with her chem feed pump, if needed, and work with the vendor for any replacement parts in order to insure the pump is working properly. In regards to any water damage that may have occurred due to the sale and/or installation of the chem feed pump, we recommend that Ms. [redacted] work with her insurance carrier to address any damages and to file any necessary damage claims.
Complaint: ***
I am rejecting this response because: I have a receipt that shows that the serviceman out here that replaced that pump was *** *** own repairman on August 3, and charged me *** Repairman is the one who installed the wrong pump.
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/06/11) */
Dear Revdex.com,
We are in receipt of the following complaint and apologize for the difficulties the following customer has experiencedAs you may be aware, the RainSoft Division of Aquion, Inc., located in Elk Grove Village, Illinois, is the
manufacturing facility for RainSoft Water Treatment ProductsThese products are sold by Aquion to independently owned and operated distributors around the worldThese distributors, in turn, sell directly to retail consumers
After speaking with the customer, it appears the problem may have been caused when the RainSoft dealer, *** *** Specialists, reinstalled the system, as opposed to a warranty claim alleging that the product itself is defective in design or manufactureIn cases like this, the RainSoft dealer is in the best position to assess this and, ultimately, is responsible to notify us if it's due to a product issueAt this time we have notified *** *** Specialists of this matter and will continue to work with them and provide any assistance that is necessary
Final Business Response /* (1000, 15, 2015/07/08) */
We are currently looking into this matter again with our distributor *** *** Specialists, now doing business under the name *** *** located in Columbia, South CarolinaIn the meantime, we will be contacting the customer to resolve this matter
Dear Revdex.com,We have
discussed this issue with the authorized *** technician who serviced this
customer and he has informed us that the problem they are experiencing is not
related to the water treatment equipment, rather it is due to a slow drain
Based off the best understanding we have, it
sounds as though the drain was
backing up during the washing machine cycleThe *** system didn’t plug
the drain and cause it to back upWe agree with the technician and surmise the
problem is with a slow drainWe apologize the customer had difficulties with
contacting usAll of our information is listed on all our equipment and on all
of our owner’s manuals. Regards.RainSoft Division of Aquion, Inc
We have discussed this matter with the authorized service provider for Knoxville, TennesseeThe technician informed us that his first service call to Ms*** was in January His records indicate that, at some point from the original purchase of the equipment in April ’99, to his first
visit with Ms*** in January 2011, someone had replaced the *** valve with a non *** valveRegarding the service that the technician last performed on Ms*** system on February 4, 2016, the nature of the service call was for the brine tank overflowing on the softenerAs the manufacturer of *** water treatment products, we stand ready and willing to provide any parts, as well as any technical support, that may be needed on Ms*** systemUnfortunately, our parts will not work on another model softenerIf Ms*** feels she incurred damages due to poor service, she would need to file a claim against the company who she feels caused these damages
Complaint: 10941392
I am rejecting this response because: It is not a slow drain or clogged drain. Your technician's do not know what they are doing or talking about. We fixed the problem ourselves thank you for nothing. Your complete lack of service is really pissing me off as I will tell everyone I know to never ever purchase this system. Don't waste your money or your time. Your installation technical who came out - did not even look at the drain, proceeded to tell us to call Public Works and blame it on a tree. If you consider that knowledgable. The state of New Jersey has no record of this company existing, this [redacted] They are in no phone book, no Revdex.com listening or no record in the State of New Jersey. This is not resolved.
Sincerely,
Anne [redacted]
Dear Revdex.com,We have
discussed this issue with the authorized [redacted] technician who serviced this
customer and he has informed us that the problem they are experiencing is not
related to the water treatment equipment, rather it is due to a slow drain.
Based off the best understanding we have, it sounds as though the drain was
backing up during the washing machine cycle. The [redacted] system didn’t plug
the drain and cause it to back up. We agree with the technician and surmise the
problem is with a slow drain. We apologize the customer had difficulties with
contacting us. All of our information is listed on all our equipment and on all
of our owner’s manuals. Regards.RainSoft Division of Aquion, Inc.
TeDear Revdex.com, At this time it is difficult for us to accurately address
this matter and find it necessary to identify the parties involved. This
complaint has been filed against the RainSoft Division of Aquion, Inc. located
in Elk Grove Village, IL. Aquion manufactures RainSoft water treatment
equipment and sells these products to independently owned and operated
distributors around the world. In this particular case, [redacted] located
in Morris, Connecticut and Fairfield, New Jersey, performed the service in
question. What we do know is, the RainSoft water conditioner was installed on
January 15, 2015. The customer has stated that they identified a leak in July
2015. The customer contacted Aquion on October 19th with a complaint
that the RainSoft conditioner had a leak. It was at this time we contacted [redacted] and requested that they schedule service with the customer, at no charge
to the customer. [redacted] reported the following findings to us, stating “Service
tech ran the RainSoft conditioner through a regeneration in the presence of Mr.
[redacted], at which point the tech was told the drain only leaks when the washing
machine runs. The technician found no water backing up during the time the RainSoft
unit regenerated. When the tech ran the washing machine the drain was overcome
quickly, leading to the diagnosis of a slow drain. The technician also stated
that he inspected the installation of the RainSoft unit and tested the water to
verify the unit was operating properly. The tech told Mr. Wozniak that he
suspected the drain is slow and suggested having a plumber run a snake through
the drain. The technician said Mr. [redacted] agreed as he saw the test that was
performed as well as the results.” [redacted] has assured us that the RainSoft
unit is working properly, as it is manufactured to do. With that being said, we
apologize for the difficulties the Wozniak’s have experienced. We are still
open to discussing this issue with them so we have a better understanding of
what [redacted] could have done better in this case. ll us why here...
Complaint: [redacted]
I am rejecting this response because: I am stressing again that this is a repair issue! The company is located in Knoxville Tn. The name of the company is [redacted] of Knoxville. [redacted] is the repairman who has installed the wrong pump August 3, 2012 which I have the receipt for, and then came out on February 4, 2016. The leak seems to be coming from the salt rock tank. I don't feel I should report the damage to my insurance company do to the negligence of one of [redacted]'s repairmen and not having more options of servicemen in my area.
Sincerely,
[redacted]
Dear Revdex.com,The [redacted] division of Aquion, Inc. is the manufacturing facility for [redacted] water treatment systems. Aquion sells these products to independently owned and operated distributors around the world. These distributors, in turn, sell directly to retail consumers and are responsible for the sales, service and day to day operations of their business. In Ms[redacted] case, she has identified a problem with the installation of a non [redacted] component. According to Ms. [redacted] Technologies, Inc., located in Newport, Tennessee, installed the wrong chem feed pump in her home on August 3, 2012. We are not aware of any warranty claims from [redacted] Technologies, or from Ms. [redacted], alleging that any [redacted] product was defective in design or manufacture. Accordingly, we expect [redacted] Technologies to take the necessary steps to address any problems with the installation of the pump, thereby addressing the specific concerns set forth in Ms[redacted] complaint. Aquion, and its [redacted] division, will take any necessary steps to ensure that the products we manufacture perform to the standards and specifications applicable to each product or component. We will also go as far as to assist Ms. [redacted] with her chem feed pump, if needed, and work with the vendor for any replacement parts in order to insure the pump is working properly. In regards to any water damage that may have occurred due to the sale and/or installation of the chem feed pump, we recommend that Ms. [redacted] work with her insurance carrier to address any damages and to file any necessary damage claims.