Airway Motel

Initial Business Response / [redacted] (1000, 12, 2017/07/13) */ We are very sorry about the unfortunate loss of your home due to the house fire you had We also sincerely want to express our regret for the frustration you have had in dealing with Culligan account and service issues We did want to explain though, that we were under the understanding from the conversation we had with you on 3/27/that the house was unsafe to go into and we would not be able to get the equipment out We see that you started having some service issues in December Since you haven't been happy with how the equipment has functioned since that time we have credited your account for all rent that has been billed since December We have also credited all late charges incurred during that time The current balance on your account is for the actual value of the equipment minus the rental deposit you paid when the equipment was installed We would appreciate it if you would make arrangements to pay the remaining balance owed at this time for the equipment that was destroyed by the fire per your lease agreement Initial Consumer Rebuttal / [redacted] (3000, 19, 2017/08/17) */ If that is the case then why did you want to send someone out a week after the house was pushed in to see if they could get it out? You should have done that when we called you the first time! Your junk systems should have a insurance policy on them!

Initial Business Response / [redacted] (1000, 5, 2016/10/31) */ Mrand Mrs [redacted] We are sorry for the misunderstanding on your account with CulliganWe will provide to you a copy of the 24-month rental order you signed on 8/20/As you will see, there is no mention of any purchase agreement on the order We will remove the rental equipment or allow a credit of [redacted] of the amount you have paid in rental fees for the months you have had the equipmentDue to your inconvenience, we will also allow the [redacted] install fee to be fully credited towards the purchasePlease let us know what you would like for us to do In addition, our management team will be working on training with our sales and office staff to ensure that we can avoid this type of issue in the future [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not need a copy of the rental agreement we have oneWe explained in our complaint why we are not accepting their offerOur desired resolution is stated in our complaint also Thank you very muchWe appreciate your assistance Rocco and [redacted]

Initial Business Response /* (1000, 12, 2017/07/13) */
We are very sorry about the unfortunate loss of your home due to the house fire you had We also sincerely want to express our regret for the frustration you have had in dealing with Culligan account and service issues We did want to explain
though, that we were under the understanding from the conversation we had with you on 3/27/that the house was unsafe to go into and we would not be able to get the equipment out We see that you started having some service issues in December Since you haven't been happy with how the equipment has functioned since that time we have credited your account for all rent that has been billed since December We have also credited all late charges incurred during that time The current balance on your account is for the actual value of the equipment minus the rental deposit you paid when the equipment was installed We would appreciate it if you would make arrangements to pay the remaining balance owed at this time for the equipment that was destroyed by the fire per your lease agreement
Initial Consumer Rebuttal /* (3000, 19, 2017/08/17) */
If that is the case then why did you want to send someone out a week after the house was pushed in to see if they could get it out? You should have done that when we called you the first time! Your junk systems should have a insurance policy on them!

Initial Business Response /* (1000, 16, 2016/11/01) */
Mr***
When an incident like this occurs, it always unfortunate When our representative showed up at your residence it was to our understanding you had turned this over to your insurance provider and did not want him to touch or do
anything Turning over to your provider is precisely what we would recommended because your provider is going to want you to be totally satisfied with the outcome Your provider would then subrogate against our insurance provider to get the settlement worked out We installed your system 8/11/and this incident occurred 8/15/almost exactly one year laterThe plumbing done at your home for the installation was just fine for that periodFor it to suddenly become improper is a very odd occurrence We have yet to be contacted by your insurance provider We look forward to hearing from your insurance provider so that this incident can be settled
*** ***
Initial Consumer Rebuttal /* (3000, 18, 2016/11/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your responseAlthough you feel that it is odd that an incident like this occurred, it is not improbableThe fact that we had to call our insurance to get the ball rolling and prevent further damage to our property, does not exempt you from taking responsibility for what happenedWe were in distress and homeless and the least we were expecting from your company was a little bit of sympathy toward our situationThe fact that it took you this long to respond and it was not until we contacted the Revdex.com to hear from you, is unjustifiable
If you have not heard from our insurance as of yet, it is because the repairs to the house are not doneThis has been a long process and one that is still ongoingJust a week ago we were finally able to move into our home, but still have no kitchen (area were the damage occurred)

Initial Business Response /* (1000, 5, 2016/10/31) */
Mrand Mrs***
We are sorry for the misunderstanding on your account with CulliganWe will provide to you a copy of the 24-month rental order you signed on 8/20/As you will see, there is no mention of any purchase agreement on
the order We will remove the rental equipment or allow a credit of *** of the amount you have paid in rental fees for the months you have had the equipmentDue to your inconvenience, we will also allow the *** install fee to be fully credited towards the purchasePlease let us know what you would like for us to do In addition, our management team will be working on training with our sales and office staff to ensure that we can avoid this type of issue in the future
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2016/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not need a copy of the rental agreement we have oneWe explained in our complaint why we are not accepting their offerOur desired resolution is stated in our complaint also
Thank you very muchWe appreciate your assistance
Rocco and *** ***