Initial Business Response / [redacted] (1000, 10, 2015/02/04) */ We have received this complaint today, we do not have a record of this customerPuronics Retail Services, Incoperates in Northern California and in certain areas of [redacted] and [redacted] We do not operate in [redacted] We believe that Mr [redacted] may have purchased a Puronics product from a distributor in [redacted] Mr [redacted] needs to contact that distributorIf Mr [redacted] can provide us some paperwork regarding the purchase of the product stating free reinstallation, we will forward that to Puronics Water Systems, Inc., the manufacturer of the productThey will work with the distributor to get this resolvedWe are also going to have the Regional Manager that covers [redacted] for Puronics Water Systems, Incto contact Mr [redacted] to try to get him taken care of
Our operations department had evidently been aware of this complaint. Our GM went to inspect the system last week and we have a technician going out tomorrow to make the necessary repairs.
Complaint: [redacted]I am rejecting this response because:
Michael...
worked on the system by replacing some parts and reset the system on [redacted] morning and the system should work as a good one, but we got the salty water [redacted] morning again.
The issue is not fixed at all.
Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/11/02) */
Thank you for contacting Puronics Retail Services, Inc. ("PRS"). PRS is a local retailer of water treatment systems in northern California. From reading the complaint, it appears that Ms. [redacted] purchased her system from a local independent...
dealer in Illinois. The Puronics product that was purchased is manufactured by Puronics Water Systems, Inc., our sister company. The product has a warranty on it, but it does not cover labor, freight, or wear and tear. It does cover manufacturing defects. Any dealer is going to charge a service call fee to come out and inspect/troubleshoot the system. $100 is a reasonable charge, we charge $134 in our area. If Ms. [redacted] would like to discuss further, please call [redacted] at XXX-XXX-XXXX, or the technical support line at XXX-XXX-XXXX and ask for [redacted]. Either one of them may be able to do some limited troubleshooting over the phone.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
puronics needs to start being more careful about who they allow to sell their product. I am totally disgusted with this company and will not have anything to do with them again. If you look on yelp you'll find it I am not the first person to complain about this same problem. If it were my company I would make sure that the people who sell my product were trained better and not allowed to lie just to sell my product. I haven't tried troubleshooting with them on the phone yet hopefully this'll work. I think puronics has a good product all though way too expensive but the sales people are very shady.
Initial Business Response /* (1000, 10, 2015/02/04) */
We have received this complaint today, we do not have a record of this customer. Puronics Retail Services, Inc. operates in Northern California and in certain areas of [redacted] and [redacted]. We do not operate in [redacted].
We believe that...
Mr. [redacted] may have purchased a Puronics product from a distributor in [redacted]. Mr. [redacted] needs to contact that distributor. If Mr. [redacted] can provide us some paperwork regarding the purchase of the product stating free reinstallation, we will forward that to Puronics Water Systems, Inc., the manufacturer of the product. They will work with the distributor to get this resolved. We are also going to have the Regional Manager that covers [redacted] for Puronics Water Systems, Inc. to contact Mr. [redacted] to try to get him taken care of.
Initial Business Response /* (1000, 5, 2014/12/17) */
[redacted] from our [redacted] office spoke with Mr. [redacted] yesterday, December 16. She offered a special price on a new upgraded system, or special pricing on doing the necessary repairs to the existing system. Mr. [redacted] elected to do the...
repairs. We are completing the repair on December 19. Mr. [redacted] is satisfied with this option.
Initial Consumer Rebuttal /* (2000, 7, 2014/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am very satisfied with the companies response. I appreciate the assistance.
Thank you!
Initial Business Response / [redacted] (1000, 10, 2015/02/04) */ We have received this complaint today, we do not have a record of this customerPuronics Retail Services, Incoperates in Northern California and in certain areas of [redacted] and [redacted] We do not operate in [redacted] We believe that Mr [redacted] may have purchased a Puronics product from a distributor in [redacted] Mr [redacted] needs to contact that distributorIf Mr [redacted] can provide us some paperwork regarding the purchase of the product stating free reinstallation, we will forward that to Puronics Water Systems, Inc., the manufacturer of the productThey will work with the distributor to get this resolvedWe are also going to have the Regional Manager that covers [redacted] for Puronics Water Systems, Incto contact Mr [redacted] to try to get him taken care of
Our operations department had evidently been aware of this complaint. Our GM went to inspect the system last week and we have a technician going out tomorrow to make the necessary repairs.
Regards,
Scott
Complaint: [redacted]I am rejecting this response because:
Michael...
worked on the system by replacing some parts and reset the system on [redacted] morning and the system should work as a good one, but we got the salty water [redacted] morning again.
The issue is not fixed at all.
Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/11/02) */
Thank you for contacting Puronics Retail Services, Inc. ("PRS"). PRS is a local retailer of water treatment systems in northern California. From reading the complaint, it appears that Ms. [redacted] purchased her system from a local independent...
dealer in Illinois. The Puronics product that was purchased is manufactured by Puronics Water Systems, Inc., our sister company. The product has a warranty on it, but it does not cover labor, freight, or wear and tear. It does cover manufacturing defects. Any dealer is going to charge a service call fee to come out and inspect/troubleshoot the system. $100 is a reasonable charge, we charge $134 in our area. If Ms. [redacted] would like to discuss further, please call [redacted] at XXX-XXX-XXXX, or the technical support line at XXX-XXX-XXXX and ask for [redacted]. Either one of them may be able to do some limited troubleshooting over the phone.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
puronics needs to start being more careful about who they allow to sell their product. I am totally disgusted with this company and will not have anything to do with them again. If you look on yelp you'll find it I am not the first person to complain about this same problem. If it were my company I would make sure that the people who sell my product were trained better and not allowed to lie just to sell my product. I haven't tried troubleshooting with them on the phone yet hopefully this'll work. I think puronics has a good product all though way too expensive but the sales people are very shady.
Initial Business Response /* (1000, 10, 2015/02/04) */
We have received this complaint today, we do not have a record of this customer. Puronics Retail Services, Inc. operates in Northern California and in certain areas of [redacted] and [redacted]. We do not operate in [redacted].
We believe that...
Mr. [redacted] may have purchased a Puronics product from a distributor in [redacted]. Mr. [redacted] needs to contact that distributor. If Mr. [redacted] can provide us some paperwork regarding the purchase of the product stating free reinstallation, we will forward that to Puronics Water Systems, Inc., the manufacturer of the product. They will work with the distributor to get this resolved. We are also going to have the Regional Manager that covers [redacted] for Puronics Water Systems, Inc. to contact Mr. [redacted] to try to get him taken care of.
Initial Business Response /* (1000, 5, 2014/12/17) */
[redacted] from our [redacted] office spoke with Mr. [redacted] yesterday, December 16. She offered a special price on a new upgraded system, or special pricing on doing the necessary repairs to the existing system. Mr. [redacted] elected to do the...
repairs. We are completing the repair on December 19. Mr. [redacted] is satisfied with this option.
Initial Consumer Rebuttal /* (2000, 7, 2014/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am very satisfied with the companies response. I appreciate the assistance.
Thank you!