Vera Kevin DMD

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.   I have not received the $250 compensation as detailed in their response; either that, or new RO membrane and pre/post carbon/odor/taste filters would be acceptable.  The business did respond quickly and promptly once contacted through Revdex.com.Thanks,[redacted]

Dupure has exhausted all methods for resolving this complaint.

The homeowner Mrs.[redacted] stated that she called in to inquire as to an estimated time of arrival for our tech for the service call scheduled on 12/24, however our call reporting software did not support that claim, we did not have any call-ins from any number listed in the account on that date. Our...

tech states that he called the phone number provided on the service ticket multiple times on the way to the home and that he got no response. We know that the tech did arrive at the home for the service call as he left a door tag stating that we missed the customer which they have admitted. We have notes in the account from 12/26 at 8:22 am stating that Mr.[redacted] called in to update the phone contact number as the one we had was no longer correct. This means that the phone number that the tech called was incorrect so he would not have been able to reach the homeowners at the time of the original service.  At this time he also rescheduled his service appointment for 12/29, an appointment which he later called in to cancel on 12/29, the day of service, also the day that he submitted the Revdex.com complaint before allowing us to try and resolve the problem. The original Revdex.com complaint stated that the desired settlement would be a “complimentary service to fix [their] water system” which Dupure was more than willing to provide. However, we called the homeowners to set up this free service on 1/5 and they called back on 1/6 to say that they were no longer satisfied with a free service and that they only wanted to systems to be removed at no cost.  After stating that we would not be able to remove the system without charging a fee since it has been installed for over 2 years, the homeowners agreed to let us go out to their home and solve the problem, this service has been scheduled for 1/9.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.  
I again repeat that the system never beeped for low salt level. Is my system having problem?   Now they blaming the soap.  I am using normal *** soap.  How could I use it minimum? Also regarding the corroded taps, I am not applying any soap to the taps.  For diswasher, I am using the same level as before, now I am spot level has reduced drastically  after new brine schedule and maintaining more than half tank of salt.  Not sure what they are talking.   Why would it took more than a year to find out root cause of the issue is salt level?  So to escalate any issue, Dupure wants me to complaint through ***  I understand they sent representative every time I call, but there was no follow up. They should concerned about their customers who has been complaining for months.  They should not wait or ignore follow up with customer who has been waiting for Dupure to solve the issue till we approach third party like ***  This looks like they are more concerned about their rating instead of customers satisfaction who spent hard earned money of $3500 only for leaving spots.As the spots are considerably reduced, I am not going to prolong this.  I would like to leave some suggestion to Dupure.  If customer complaints, please follow up whether it is fixed.  I never got any follow up call and whenever you sent a representative they were not aware about what is going on?  Only after I reached ***, one of your executive from higher level management  came with other experienced executive and were analyzing.  Please give the same priority and importance , if customer was crying to solve the same issue repeatedly.  Also please give basic idea about the system to customers about how it operates and importance of salt level instead of telling "fill it every 4-5 months and leave it, system will take care the rest".  Thanks for *** and Dupure for solving this issue
Regards,*** ***

The Customer Service Territory Manager and the Warranty Manager spoke to Mr.[redacted] on 12/3/2014. At this time Dupure was trying to collect payment of $139.95 for services rendered on 11/14/2014 that the customer had previous agreed to pay for. The service was to perform a 20pt inspection and make...

sure that the softener was functioning within proper parameters. This service was already discounted and when it was performed the tech found that there were no problems with the water softener and that it was producing soft water. During the conversations on 12/3 the customer stated that he refused to pay for the service and expressed his concerns that his softener was not working properly despite evidence to the contrary. To allay these concerns Dupure offered to waive the fee that the customer refused to pay as well as to send out the service manager for his area on a free service call in order to inspect his unit again. The customer refused this offer and said that the only resolution he would accept was a free removal and a refund of his original purchase. We are not able to accommodate this request as the homeowner has owned the system for over 3 years which is well over any reasonable time frame for a return. Furthermore, there is a fee associated with removing a water softener because of the involved labor. According to our current policies on non-payment of a service this homeowner should have a service hold on his account, however, we would be willing to still send out the service manager for free to inspect the system and satisfy the customer.

The circumstances surrounding this complaint were due to a misunderstanding about what our warranty covers. In order to clarify and resolve this, our Customer Service Manager contacted the customer to explain in more detail the potential causes and solutions of the problems he was experiencing with...

his system as well as to outline the terms of our warranty. We explained that the lifetime warranty covers parts for life, however, a trip charge still applies after the first year. In order to satisfy the customer we also are sending out complimentary hard water test strips so that the home water can be tested, at which point we will schedule a one-time complimentary service call to ascertain that the system is indeed functioning properly. We believe that these actions have satisfied the concerns that the customer had regarding the lifetime warranty on his system.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
The company has not resolved the issue. Dupure' s tech did come out to my house, but informed me that he did not know what was causing the smell. He told me to clean my washer out. I cleaned my washer out but the smell was still in my clothes. It was only unti I turned the system off the smell went away. Currently, the system is turned off and the smell went away. This confirmed that the problem is their system. A tech is scheduled to come by out on Monday. I know he will give me the same information. Since the system is off and the smell is gone, this tells me it's their system. I want the system removed from my house asap now that we know it's the system, not my washer. Thank you!
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
The unit has been inspected many tiimes over the past 3 years, all with the same complaint that the unit is not working properly and that we keep getting white residue in planters, on sinks and in the coffee maker water reservoir.  We get water spots on every water outlet location, even through the Pure Blue Reverse Osmosis (RO) System.  According tho the DuPure Literature, the [redacted] w/ Crystal Rights Media & KDF unit is supposed to REMOVE Chlorine, Lead, Copper, Mercury, Iron, and Sulfur, and the Reverse Osmosis Unit is supposed to REMOVE Pharmaceuticals, Lead, Mercury, Arsenic, Iron, Sodium, Metals, Bacteria, Viruses and Cysts, Microbes, Chlorine, Chemicals Organics, Tastes and Odors.  We purchased the Top-of-the-Line units expecting to get quality water out of each faucet.  Instead we are still getting the white spots, which I believe are either chlorine or sulfur.As for the charges, When the agent called to respond to another complaint and wanted to schedule another service  call he indicated there would be a service charge.  I told him that we have had the same complaint over the past 2 years and all that the service men do was to test the water.  I told him I would not schedule another service call just too have their agent do the same test if there would be a service charge.  He said DuPure would wave that service charge and DuPure would send their "TOP" service agent.  2 individuals showed up, and again, all they did was test the water with their little test kit and check the programming on the main unit.  Nothing was done to check out the Reverse Osmosis Unit.  We showed them the white film on the planters, in the coffee water reservoir, and the white beads of something in our faucet aerator screens.  Either the units are not working properly, or the literature is misleading.Copies of the literature on the DuPure Systems are attached.  Also note that the Lifetime Warranty for the Evolve with Crystal Right Series is listed as  "Residential Water CONDITIONING Equipment, not just a water softener.
Regards,[redacted]  [redacted]

The issue that this customer experienced was a misunderstanding
regarding the terms of the payment plan that they had set up through a third
party financing company, [redacted]. We were able to...

provide the documents
that the homeowner requested and our representative was able to explain them to
the customer as well. The customer is satisfied with the resolution that we
were able to provide.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
 
I just want them to improve their inhouse communications that is all I wanted them to say

Dupure has contacted the
homeowner to discuss their concerns and a service call has been scheduled for
the afternoon of January 14th. The division president will accompany
the service technician and they will identify and correct any problems with the
systems.

This customer has concerns regarding spots left around his home; this is an
issue that Dupure is highly interested in resolving. In the past we sent a
sample of the water off for comprehensive testing and the results of that water
testing did not indicate any contaminants that would leave...

water spots. We have
also replaced several parts on the system to help resolve the issue, however,
other than the mysterious spots around the home the softener has been
functioning within the proper parameters. We have been unable to confirm that
the spots that the homeowner is experiencing are due to hard water, however, we
have scheduled a service call for 3/18 for the service manager to meet with the
homeowner and take further water samples and do some more investigating to try
and resolve the problem. [redacted]

Dupure was unfortunately on back order for the part needed to repair the customer's system. The past was received and as of Friday 9/23/2016, the system is repaired and the issue is resolved.

Dupure has provided payment for the repairs to the cabinet company that the customer requested we use. The cabinet repairs have been scheduled for next Wednesday 7/27 between 12 and 5pm.

Left message for this customer and last interaction customer was in a meeting and said would call back. As per customer, this was mentioned in their response on here in regards to the solution we are offering: " okay, please send technician at your cost,please note they changed motherboard/power adapter  4 weeks ago( last time)." We are aware of that note from the customer and continue to reach out to him to schedule service.

The leak incident at this home was unfortunate, however, we were able to get it resolved quickly, getting ServPro out to the home and preventing any lasting damage. When we originally installed the system, it required an inspection from the city and we called [redacted] to schedule this and he...

stated he works from home so anytime is good with him and that they also had a family member living there that could be there also. It was not a requirement that [redacted] needed to be home during the repairs. For the inconvenience we did offer a set of filters valued at $69.95 as well as a free 20 point inspection with waived trip charge at a value of $189.95 for a total of $259.90. This is all we are able to offer as compensation at this point.

Dupure and [redacted] have worked together to resolve the customer's complaints. A resolution has been reached that all parties are satisfied with.

Thanks to Sandra, the Collections Manager, she was able to set up an automated payment system that works for me.Thanks again for your help Sandra![redacted]Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Dupure has been in constant contact with the homeowner regarding their repairs and has had multiple contractors out to the home to test for mold, repair drywall, etc. We are working to complete the repairs as soon as possible, however the process to rebuild and replace the cabinets is lengthy. As of...

today, all drywall repairs have been completed and the old cabinets and plumbing have been removed. This morning we contacted the cabinet company, requesting that they contact the homeowner to schedule the installation of the new cabinets. We will continue working to complete all needed repairs.