Aqua Pure Solutions, LLC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: I am rejecting this response because: This is our rebuttal to AQUA PURE SOLUTIONS In our original complaint we asked for 1.removal of the system clear our debt with the finance co reimburse us the payments we made ($273) they y did the first but have yet to reimburse us the $ The wk before they took the system out of our home, Daniel Koufman and Chad Bullins sat at our dining room table where we discussed the removal of the system since it NEVER worked properly and we had numerous maintenance calls on the systemDANIEL KOUFMAN told us at that meeting that they will take the system out and we will be getting back the payments we had paid On 9/22/DANIEL KOUFMAN and his plumber, Jesus, came and removed the systemAt that same time DANIEL KOUFMAN told me that the finance company wanted ALL their soap products that were given to us before they would clear out debt I gave him everything except bottles, was laundry detergent and was household cleaner Daniel kept telling me the finance company wanted it all back or they wouldn't do anything with our debt On page of the text messages I sent, you will see where Daniel referred to the products as FREE and when we purchased the system he told us all about the FREE soap products we will be receivingHe said this is our gift to you He also offered to give us a check for $if we had the unit installed when HE wanted it installed so as to not have to pay the plumber extra installation fee He never said it was a rebate checkYou can see on page how they damaged the underside of our kitchen cabinet when they took out that water treatment system On October 4, I called the Finance Company to let them we know we no longer have the system so we do not want the funds taken out of our bank account They said they had no idea what I was talking about and I told them on 9/22/the system had been removed and we had paperwork stating that we were no longer responsible for the loanAqua Finance had asked me to fax the letter to them and I didI also asked them about the soaps and them wanting them returned or they would not clear our debtAqua Finance has nothing to do with the soaps and never wanted them back DANIEL KOUFMAN called Steve, my husband, around October 9, and was very irate about why we were talking to the Finance CompanySteve handed me the phone since I was the one in touch with the Finance CO Daniel was yelling so much I really couldn't understand him so I interrupted him and asked him why did he tell us the finance company wanted the soaps back?? He said he was so mad at us he lied about that I told him since it is our loan we have every right to talk to the finance company DANIEL KOUFMAN hung up on me They did send their plumber out to fix the hole that he had made under the sink but Steve had already purchased a new piece for it and the plumber put it onThe underside of our sink is rotten now, we had to run a fan under there for daysYou can see on page where DANIEL KOUFMAN was getting a little nasty and started complaining about how much money they were losingAlso on pg DANIEL KOUFMAN admits the unit was defective and tells us "TRUST ME YOU DO NOT WANT THIS TO MOVE ANY MORE FORWARD" Steve and I took that as a threat that we better be quiet On page he also starts ranting that we need to get our stories straight Steve and I always spoke to DANIEL KOUFMAN together so we have no idea what he was talking about He also states "I PROMISE YOU, YOU NEED TO UNDERSTAND YOU'RE COMING OUT ON THE BETTER ENDYOU REALLY NEED TO TAKE YOUR GOOD FORTUNE HERE, I PROMISE YOU" That sounds like a threat to us We did not come out on top, they sold and installed a defective product to us, we paid for months ($273) for a defective product and the entire ordeal was a nightmare Our quality of water never improved and we were constantly calling them We feel we are owed the $for the payments since the system never worked and DANIEL KOUFMAN even said it was defectiveUnder all these circumstances why would we want them to do any business with them I have mailed you all the text messages per our phone conversation this morning.Steve & Roxanne Hornung Regards, Steve Hornung *See Attached

First of all, Aqua Pure Solutions is very sorry for the entire ordealThis situation was very unfortunate because the customers Did have concerns about the quality of their water and were already familiar with water conditioning for the homeThe system that was installed may of not been working
properly. Because of this, it is understandable that the customers were extremely frustrated with the resultsBut this was the first occasion of a Puronics system not working properly that Aqua Pure Solutions has ever encounteredBecause of Aqua Pure Solution's faith in the Puronics systems and name, we offered to put in a Brand new system at no cost at allBut the customers declined and just wanted it removed, which is what Aqua Pure Solutions did do as well as clearing them from their contract with the finance companyAgain, we do truly apologize for the inconvenience.Sincerely, Aqua Pure Solutions

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 12389377
I am rejecting this response because: This is our rebuttal to AQUA PURE SOLUTIONS In our original complaint we asked for 1.removal of the system 2. clear our debt with the finance co 3. reimburse us the 3 payments we made ($273) they y did the first 2 but have yet to reimburse us the $273.  The wk before they took the system out of our home, Daniel Koufman and Chad Bullins sat at our dining room table where we discussed the removal of the system since it NEVER worked properly and we had numerous maintenance calls on the system. DANIEL KOUFMAN told us at that meeting that they will take the system out and we will be getting back the 3 payments we had paid.  On 9/22/17 DANIEL KOUFMAN and his plumber, Jesus, came and removed the system. At that same time DANIEL KOUFMAN told me that the finance company wanted ALL their soap products that were given to us before they would clear out debt.  I gave him everything except 2 bottles, 1 was laundry detergent and 1 was household cleaner.  Daniel kept telling me the finance company wanted it all back or they wouldn't do anything with our debt.  On page 10 of the text messages I sent,  you will see where Daniel referred to the products as FREE and when we purchased the system he told us all about the FREE soap products we will be receiving. He said this is our gift to you.  He also offered to give us a check for $100 if we had the unit installed when HE wanted it installed so as to not have to pay the plumber extra installation fee.  He never said it was a rebate check. You can see on page 4 how they damaged the underside of our kitchen cabinet when they took out that water treatment system.  On October 4, 2017 I called the Finance Company to let them we know we no longer have the system so we do not want the funds taken out of our bank account.  They said they had no idea what I was talking about and I told them on 9/22/17 the system had been removed and we had paperwork stating that we were no longer responsible for the loan. Aqua Finance had asked me to fax the letter to them and I did. I also asked them about the soaps and them wanting them returned or they would not clear our debt. Aqua Finance has nothing to do with the soaps and never wanted them back.  DANIEL KOUFMAN called Steve, my husband, around October 9, 2017 and was very irate about why we were talking to the Finance Company. Steve handed me the phone since I was the one in touch with the Finance CO.  Daniel was yelling so much I really couldn't understand him so I interrupted him and asked him why did he tell us the finance company wanted the soaps back??  He said he was so mad at us he lied about that.  I told him since it is our loan we have every right to talk to the finance company.  DANIEL KOUFMAN hung up on me.  They did send their plumber out to fix the hole that he had made under the sink but Steve had already purchased a new piece for it and the plumber put it on. The underside of our sink is rotten now, we had to run a fan under there for 3 days. You can see on page 7 where DANIEL KOUFMAN was getting a little nasty and started complaining about how much money they were losing. Also on pg 10 DANIEL KOUFMAN admits the unit was defective and tells us "TRUST ME YOU DO NOT WANT THIS TO MOVE ANY MORE FORWARD".  Steve and I took that as a threat that we better be quiet.  On page 11 he also starts ranting that we need to get our stories straight.  Steve and I always spoke to DANIEL KOUFMAN together so we have no idea what he was talking about.  He also states "I PROMISE YOU, YOU NEED TO UNDERSTAND YOU'RE COMING OUT ON THE BETTER END. YOU REALLY NEED TO TAKE YOUR GOOD FORTUNE HERE, I PROMISE YOU".  That sounds like a threat to us.  We did not come out on top, they sold and installed a defective product to us, we paid for 3 months ($273) for a defective product and the entire ordeal was a nightmare.  Our quality of water never improved and we were constantly calling them.  We feel we are owed the $273 for the 3 payments since the system never worked and DANIEL KOUFMAN even said it was defective. Under all these circumstances why would we want them to do any business with them.  I have mailed you all the text messages per our phone conversation this morning.Steve & Roxanne Hornung
Regards,
Steve Hornung
*See Attached

It is unfortunate that an understanding could not be met. We tried what we could to meet them in the middle, and a middle ground could not be attained. We wish them well.