Chem-Free Water Treatment Systems

This is one of several emails from *** *** that I will forward to you. He also complained to PayPal and when they learned it was over a small package of additional parts they wiped the slate clean. The two elbows about which he complained are not part of the standard installation
kit, nor is the additional filter; however, I said I would send the filter but the SS elbows were not part of the standard installation kit and I would have to charge him for them. When I sent the invoice he refused to pay it even though he agreed earlier. The parts I did send him had everything he would need but he wanted two additional SS elbows. I've sent out hundreds of Chem-Free systems and this is the first complaint of this typeI normally deal with professionals and from the many calls this man made I almost passed on his request. However, he sailed his boat, according to his, from down under and I even sent him a piece I wrote "Sailing Near the Wind". He is the last, I return to professionals from now on at ship yards and ships and large luxury yachtsThe man has a problem as you will see when the other emails come inI am extremely busy, having just returned from Anacortes, WA and preparing a proposal for the Gaylord Resort's water treatment systems overhaul, as well as finishing a system for a large yacht, "Waves." I returned from Anacortes with two infected toes and the Dallas VA Hospital admitted me for three days and I'l still recovering from that problem, too much to do in a short time to mess with this fruitcake. He has a problemMore to come, *** *** Hi ***Had a problem getting the small air compressor, but it came in yesterday while I was on a municipal water system service calluis complete, wrapping up the CBand will be ready to ship Thursday/FriWill get the shipping cost any be back with you.*** Sent from my iPad On Jul 5, 2015, at 10:AM, *** *** *** wrote:***,It's crazy, but just last night I was reading my emails because I told you I was going to send a downIf you saved my string of e-mails I said 50% and in ( showed $1,1**. I read the price list as $1,095.**Isn't that funny we caught it at the same time! Hope you had a great 4thStill plan to get your systemNext week is pay-day and just paid the cistern offDigging the pit, bedding it and the sand &p-gravel fill is almost more than the cisternI hope you don't mind me asking but in the mean time I've tried to do a little research on what ozone is and doesand generatorsI want to give you a call tomorrow and ask, just a few more questions about your system & hope you have the free time.Sincerely,*** Revdex.com*** ***
*** *** *** *** ***
** *** **
*** ** ***
Dear *** *** :
As a service to your business, this letter is in regards to a consumer complaint submitted to the Revdex.com about your business on 10/26/by *** *** and assigned complaint ID ***
Your customer has rejected the business' response. For your convenience, a copy of the customer's response is below To expedite this matter, please respond back to the Revdex.com within days of receiving this notice
In the Revdex.com's experience, the following tips often help foster trust in a business:
* Acknowledge customer concerns
* State the facts as you see them and avoid emotion
* Explain the actions you have taken to resolve concerns
Please understand that the customer's dispute and your response could be publicly posted on the Revdex.com website (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this customer. The Revdex.com may redact the dispute of your response to protect privacy rights and to remove inappropriate language
If you have any questions, please contact us at *** between 9:a.mand p.mor by email at ***
Regards,
*** ***
Dispute Resolution, Ad Review
*** *** ***
MESSAGE:It's obvious that *** *** of Delta Marine International/Chem-Free Ozone Systems has no intention of standing behind his written claims of customer service and foremost his claim of 100% customer satisfactionI am attaching an e-mail and a timeline outlining my experience with this man and his companyDon't know what to say about his disjointed response to my complaint and his toe fungus problem. * July 20, I made 100% payment $through PayPalAlthough only 50% was required, in good faith, I paid the full amount. * July 28, hearing nothing from Hughes, I sent an e-mail inquiring on the status.* July 28, Hughes advised (initially) "Everything's good and I'm working on the equipment nowI anticipate having it finished and in test by the middle of the coming week". Now the excuses beginAs the days and weeks went by, he said, he didn't have all the equipment, had a fire in the field next to his house, (which he used on two separate occasions, but didn't remember)Along with too hot, too late, race day, holiday and on and onIt was a joke. * August 11, Hughes advises should have it finished by Friday the 14th I won't go into the shipping SNAFU but, that was another commitment made and not kept by him. * September 4, the unit arrives, short of the following parts: ties, elbow, CD, filter and hose clampsHe did acknowledge the hose clamps, filter and poly tiesHe denied committing to the CD and elbow which the (attachment) clearly shows. * September 5, Hughes said the parts would go out Monday.* September 10, no parts.* September 18, no partsI called the shipping outfit in TexasThey advised he only brought the package to them the daybeforeHe knew he wasn't telling me the factsJust another line of B.S.* September 25, parts arrive, short the elbow and CD ROM. In addition to that, Hughes sends a filter that looks like he got it out of the dumpsterAnother disappointmentAlso, no spare parts kit as requested in an earlier e-mail. At this time, I can only say, I am sorry I chose to do business with Delta Marine International/Chem-Free Ozone SystemsNow I have a system that I have very little confidence in, along with the two month long frustration of dealing with HughesI guess I can figure that his one (1) year warranty is about as good as his claim of 100% customer satisfactionI will pursue my complaint within the Consumer Protection Division of the Texas Attorney General. Sincerely,***

Years ago a very wise businessman said to me: Where there is a clear understanding there
are no misunderstandings, and I might add no misconceptions. I think this applies in this case
Normally we deal with professionals and engineers. It requires a few emails or a few phone calls,
usually by then they understand about the equipment what is does and how it
works. We later send a quote which
includes our terms. If they accept the
quote and our terms, they are required to send a 50% deposit of the total
invoice. Once we receive the deposit, the
parts and components needed for their equipment are placed on order.
The parts and components can take a week as long as two weeks
or more before we receive them depending on where they are shipped from or if
they have to be built. Parts required
for ozone use such as solenoid valves and pumps built for us in Germany, can
take 6-weeks before we receive them.
Once every part and component is in house, and the equipment is built,
the balance on the order is due, and then shipped after final payment is
receivedWe make this process perfectly
clear to all customers in the beginning.
If any customer wants an expedited order, additional charges will be
made. Mr*** order required no
foreign parts and was completed once we received all the parts and sent out in
a timely manner
Our hours are usually from 9:AM to 5:PM Central Time. We do have exceptions for yachts that are in
the Med or Australia due to the difference in the time zonesThey can contact us
after hours if an emergency arises or they need assistanceMost do not call,
but send emails if they need help with an installation or have a question. These questions are attended to first thing
in the morning usually by email. I do
not think Mr* *** had a clear understanding of our work hours for
stateside residential customers versus the extended hours given to yachts
located in Europe and Australia
Mr* *** was treated very fairly. *** spent far more time on the phone with him
than most of our customers. He was given
a 10% discount on his order which is normally not done. He received everything he ordered, and was
happy with his equipment He clearly did
not understand his installation kit. The
installation kit did not include what was required for his part of the
installation of his equipment. It was
only to connect the ozone system to the cistern and no more. He did want two more fittings, but since that
was not specified upfront or paid for they were not included in his
installation kit
I believe this complaint to Revdex.com is based on the fact that he
called around 9:PM way after our hours, and it was not received very
wellFrom the beginning, *** did all he
could to help Mr* ***, and answer his questions, but there is a limit to
what you can do with customers who are not always willing to listen or accept
what you say. We hold no ill will toward
Mr* *** and we wish him well
** ** ***

This is one of several emails from *** *** that I will forward to you.? He also complained to PayPal and when they learned it was over a small package of additional parts they wiped the slate clean.? The two elbows about which he complained are not part of the standard installation
kit, nor is the additional filter; however, I said I would send the filter but the SS elbows were not part of the standard installation kit? and I would have to? charge him for them.? When I sent the invoice he refused to pay it even though he agreed earlier.? The parts I did send him had everything he would need but he wanted two additional SS elbows.? I've sent out hundreds of Chem-Free systems and this is the first complaint of this type I normally deal with professionals and from the many calls this man made I almost passed on his request.? However, he sailed his boat, according to his, from down under and I even sent him a piece I wrote "Sailing Near the Wind".? He is the last, I return to professionals from now on at ship yards and ships and large luxury yachts The man has a problem as you will see when the other emails come in I am extremely busy, having just returned from Anacortes, WA and preparing a proposal for the Gaylord Resort's water treatment systems overhaul, as well as finishing a system for a large yacht, "Waves."? I returned from Anacortes with two infected toes and the Dallas VA Hospital admitted me for three days and I'l still recovering from that problem, too much to do in a short time to mess with this fruitcake.? He has a problem More to come, *** ***? Hi ***Had a problem getting the small air compressor, but it came in yesterday while I was on a municipal water system service calluis complete, wrapping up the CBand will be ready to ship Thursday/FriWill get the shipping cost any be back with you.*** Sent from my iPad On Jul 5, 2015, at 10:AM, *** *** *** wrote:***,It's crazy, but just last night I was reading my emails because I told you I was going to send a downIf you saved my string of e-mails I said 50% and in ( showed $1,1**.? I read the price list as $1,095.**Isn't that funny we caught it at the same time! Hope you had a great 4thStill plan to get your systemNext week is pay-day and just paid the cistern offDigging the pit, bedding it and the sand &p-gravel fill is almost more than the cisternI hope you don't mind me asking but in the mean time I've tried to do a little research on what ozone is and doesand generatorsI want to give you a call tomorrow and ask, just a few more questions about your system & hope you have the free time.Sincerely,***? ? Revdex.com*** ***
*** *** *** *** ***?
** *** **
*** ? **? ***
?
?
Dear *** *** :
As a service to your business, this? letter is in regards to a consumer complaint submitted to the Revdex.com about your business on 10/26/by *** *** and assigned complaint ID ***
Your customer has rejected the business' response.? For your convenience, a copy of the customer's response is below? To expedite this matter, please respond back to the Revdex.com within days of receiving this notice
In the Revdex.com's experience, the following tips often help foster trust in a business:
? ? ? ? *? ? ? ? ? ? ? ? Acknowledge customer concerns
? ? ? ? *? ? ? ? ? ? ? ? State the facts as you see them and avoid emotion
? ? ? ? *? ? ? ? ? ? ? ? Explain the actions you have taken to resolve concerns ? ? ?
Please understand? that the customer's? dispute and your response could be publicly posted on the? Revdex.com website (Revdex.com reserves the right to not post in accordance with Revdex.com policy).? Please do not include any information that personally identifies your? customer.? By submitting your response, you are representing that it is a? truthful account of your experience with this customer.? The Revdex.com may redact the? dispute of your response to protect privacy rights and to remove? inappropriate language
If you have any questions, please contact us at *** between 9:a.mand p.mor by email at ***
Regards,
*** ***
Dispute Resolution, Ad Review
***? *** ***
MESSAGE:It's obvious that *** *** of Delta Marine International/Chem-Free Ozone Systems has no intention of standing behind his written claims of customer service and foremost his claim of 100% customer satisfactionI am attaching an? e-mail and a timeline? outlining my experience with this man and his companyDon't know what to say about his disjointed response to my complaint and his toe fungus problem.? * July 20, I made 100% payment $through PayPalAlthough only 50% was required, in good faith, I paid the full ? ? ? ? ? ? ? amount.? * July 28, hearing nothing from Hughes, I sent an e-mail inquiring on the status.* July 28, Hughes advised (initially) "Everything's good and I'm working on the equipment nowI anticipate having it finished and in test? by the middle of the coming ? ? ? week".? ? Now the excuses beginAs the days and weeks went by, he said, he didn't have all the equipment, had a fire in the field next to his house, (which he used on two separate occasions, but didn't remember)Along with too hot, too late, race day, holiday and on and onIt was a joke.? * August 11, Hughes advises should have it finished by Friday the 14th? ? I won't go into the shipping SNAFU but, that was another commitment? made and not kept by him.? * September 4, the unit arrives, short of the following parts: ties, elbow, CD, filter and hose clampsHe did acknowledge the? ? ? hose clamps, filter and poly tiesHe denied committing to the CD and elbow which the (attachment) clearly shows.? * September 5, Hughes said the parts would go out Monday.* September 10, no parts.* September 18, no partsI called the shipping outfit in TexasThey advised he only brought the package to them the ? daybeforeHe knew he wasn't telling me the ? ? factsJust another line of B.S.* September 25, parts arrive, short the elbow and CD ROM.? In addition to that, Hughes sends a filter that looks like he got it out of the dumpsterAnother ? ? ? ? ? ? ? ? ? disappointmentAlso, no spare parts kit as requested in an earlier e-mail.? At this time, I can only say, I am sorry I chose to do business with Delta Marine International/Chem-Free Ozone SystemsNow I have a system that I have very little confidence in, along with the two month long frustration of dealing with HughesI guess I can figure that his one (1) year warranty is about as good as his claim of 100% customer satisfactionI will pursue my complaint within the Consumer Protection Division of the Texas Attorney General.? ? Sincerely,***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below
***? I guess I'm not very good at playing this gameIf whoever *** *** is, and he was even halfway concerned about making this right, he would have provided some sort of resolution to this matter, other than a bunch of babble, He seems to posses the same skill as *** in his dissertation? Maybe he made the same mistake as I didHe trusted what *** told himAside from the (2) week time frame and "all parts are on the bench" to six (6) months later and still waiting for parts, I don't know what to say.? Let me be clearIn good faith, ? I paid 100% up front? There was never any mention about a 10% discountI have all of the e-mails sent to and from *** Hughes? It actually was a very simple installation as *** said it would beMount it on a board, plug it in and run the hosesAll the rest was a nightmareAll calls and e-mails made were primarily made wondering where the heck the equipment wasIt was because "not one" and I repeat "not one" commitment made by *** was kept, that ? I made/sent a number of calls and e-mails? I can only guess, by reading his (*** ***) response, that I'm not their first and only dissatisfied customer? In my attached e-mail from connected cowboy; what does "I'll include an elbow and CD ROM" mean? ? Finally, it's only laughable "hold no ill will"You're kidding me right? ? A very different tone than what ? I initially received from *** on this matterFace it ***, you blew it on this one and such a small job too? As mentioned before, I'll press on
Regards,
** ***?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.
[redacted] I guess I'm not very good at playing this game. If whoever [redacted] is, and he was even halfway concerned about making this right, he would have provided some sort of resolution to this matter, other than a bunch of babble, He seems to posses the same skill as [redacted] in his dissertation.  Maybe he made the same mistake as I did. He trusted what [redacted] told him. Aside from the 2 (2) week time frame and "all parts are on the bench" to six (6) months later and still waiting for parts, I don't know what to say. Let me be clear. In good faith,  I paid 100% up front.  There was never any mention about a 10% discount. I have all of the e-mails sent to and from [redacted] Hughes.  It actually was a very simple installation as [redacted] said it would be. Mount it on a board, plug it in and run the hoses. All the rest was a nightmare. All calls and e-mails made were primarily made wondering where the heck the equipment was. It was because "not one" and I repeat "not one" commitment made by [redacted] was kept, that  I made/sent a number of calls and e-mails.  I can only guess, by reading his ([redacted]) response, that I'm not their first and only dissatisfied customer.  In my attached e-mail from connected cowboy; what does "I'll include an elbow and CD ROM" mean?  Finally, it's only laughable "hold no ill will". You're kidding me right?  A very different tone than what  I initially received from [redacted] on this matter. Face it [redacted], you blew it on this one and such a small job too.  As mentioned before, I'll press on.
Regards,
[redacted]

Years ago a very wise businessman said to me: Where there is a clear understanding there
are no misunderstandings, and I might add no misconceptions. I think this applies in this case
Normally we deal with professionals and engineers. It requires a few emails or a few phone calls,
usually by then they understand about the equipment what is does and how it
works. We later send a quote which
includes our terms. If they accept the
quote and our terms, they are required to send a 50% deposit of the total
invoice. Once we receive the deposit, the
parts and components needed for their equipment are placed on order.
The parts and components can take a week as long as two weeks
or more before we receive them depending on where they are shipped from or if
they have to be built. Parts required
for ozone use such as solenoid valves and pumps built for us in Germany, can
take 6-weeks before we receive them.
Once every part and component is in house, and the equipment is built,
the balance on the order is due, and then shipped after final payment is
receivedWe make this process perfectly
clear to all customers in the beginning.
If any customer wants an expedited order, additional charges will be
made. Mr[redacted] order required no
foreign parts and was completed once we received all the parts and sent out in
a timely manner
Our hours are usually from 9:AM to 5:PM Central Time. We do have exceptions for yachts that are in
the Med or Australia due to the difference in the time zonesThey can contact us
after hours if an emergency arises or they need assistanceMost do not call,
but send emails if they need help with an installation or have a question. These questions are attended to first thing
in the morning usually by email. I do
not think Mr[redacted] had a clear understanding of our work hours for
stateside residential customers versus the extended hours given to yachts
located in Europe and Australia
Mr[redacted] was treated very fairly. [redacted] spent far more time on the phone with him
than most of our customers. He was given
a 10% discount on his order which is normally not done. He received everything he ordered, and was
happy with his equipment He clearly did
not understand his installation kit. The
installation kit did not include what was required for his part of the
installation of his equipment. It was
only to connect the ozone system to the cistern and no more. He did want two more fittings, but since that
was not specified upfront or paid for they were not included in his
installation kit
I believe this complaint to Revdex.com is based on the fact that he
called around 9:PM way after our hours, and it was not received very
wellFrom the beginning, [redacted] did all he
could to help Mr[redacted], and answer his questions, but there is a limit to
what you can do with customers who are not always willing to listen or accept
what you say. We hold no ill will toward
Mr[redacted] and we wish him well
[redacted]