The Pure Experts

The customer sent us a copy of her original contract. It very clearly states “free service checks” not “free service cleanings”. The service checks are something that we perform annually at not charge for every customer. Service cleanings sre maintenance items that the customer will be responsible for. I, ***, probably would have agreed to pay for it had she not yelled at me over the phone and hung up. I even text messaged the same exact thing to her and got a response so I know she understood. t’s hard to reason with unreasonable people. Like I told her, if she would like to calmly call me I am happy to discuss a solution to her problem. I am the owner of the office and am happy to help her.

purchased water filtration from our company. She signed a contract and was fully aware she had 3 day per state law to cancel her contract. She even signed acknowledging this information was verbally explained to her. Even though she tried to cancel this contract almost 2 weeks later. Well past the rescission period. We still refunded her sale in full and cancelled out her contract.why here...

Mrs. called our office on our fourth day of business following the purchase. After several conversations with a member of my staff I personally contacted the ***’s and spoke with Mr. in an attempt to arrange a meeting to resolve the matter. We spoke on Friday (6/14) and I was asked to call back on Monday. We spoke again on Monday (6/17) when I was then put off for another entire week and asked to contact him the following Monday. Our office, including myself, have made several attempts to resolve the situation with little to no cooperation from Mr & Mrs ***.

Complaint #*** 7/2/19 Dear ***, We received the complaint from you regarding *** and ***. Thank you for your attention regarding this matter. The ***’s purchased a CHEMICAL FEED water purification unit and a WC 100 on June 6th of this year. At that time *** asked *** how long to they have if they change their minds. *** told them they had 3 days to cancel. Then *** and *** agreed to the install date on June 13th. On June 11th I received a call after business hours from *** telling me she wanted to cancel her purchased. I explained that it was to late that they had scheduled the install and it was past the 3 day cancellation policy with us. She was very angry about this information and hung up on me. I did not call her back at that time. I waited a day so she could calm down and then I called her back late day on June 12th. I explained that we needed to install her water units or deliver them to her. I then explained that each unit had a serial number and that we needed to deliver them to her home, even if she choose to not keep her install date. That we had their units and she was financially responsible for them. That she had financed her water units and I needed to ensure her water unit stayed safe. She refused to be reasonable. So I asked her to have *** call me, which he did later that evening. I explained everything to him that I explained to ***. He was angry telling me that I threatened to drop his units in his driveway. I explained that that was not true. That they were his units and that he was financially responsible for them and we could not store them. He then said that he could get the same water units for half the price. I asked him if he could send me the specs on the units he was speaking of. I also asked him if the units he spoke about had the same warranty and lifetime service we had. I explained that we could work with him on price, he flat out refused. I told him I did not need to know who was offering him the units a half price just the specs. So I could work with him on pricing. Again, he refused. Saying he was not paying for the water units. I explained he was with a financial company and that his credit would be affected, he said he did not care. He was so angry and he hung on me as well. At this point the owner *** got involved. *** called on the 12th to set up a resolution meeting, *** asked *** to call him back Friday the 14th. When *** called *** on Friday 14th he explained the same thing that I had explained to both *** and ***. *** then asked if *** who manages the water dept. and the salesman *** could come back to his house and speak with him about this in person (a resolution meeting) in attempt to resolve the situation. *** said he needed *** to call him back on Monday the 17th. When *** called *** on the 17th he told him again that he wanted *** to call him back on the Monday the 23rd, that he was out of town for the week due to business. *** reiterated both of our conversations with *** and ***, explaining the importance of a meeting to resolve this matter. *** stated he was out of town and *** would have to wait. Leaving us no choice, we delivered the water unit to the ***’s home June 17th. Immediately after I called *** knowing *** was out of town and offered at our cost to come to her home and place the units in her garage or cellar. She refused my offer. I then received a call from *** yelling at me that we delivered his units. I told him we had no choice and explained that I called *** and offered to send my guys at my cost to help her. I then asked again for the specs and the information on the units he was referring to. He flat out refused and the proceeded to tell me the guy (who could give him a better deal) was at his house with him and was checking the water units out. I was surprised as *** and I were told *** was out of town. *** was in fact not out of town and continues to refuse to meet and resolve this situation. I told *** when they were ready to install the water units we would still honor free installation. He told me he was going to leave the units outside and did not care if they were damaged. I told him that he would be responsible for the units. I repeated the fact he had financed these with a lending institution, that they were no longer our responsibility. The ***’s have refused to meet with us to resolve this situation. Please let me know if you need anything further from us. *** Of Aerus