Clean-Rite Power Wash

We understand why you are upset, [redacted] You ordered a system with a custom modification (which adders 20-business days to orders which would otherwise ship in 2-business days), our manufacturer missed that fact and sent your system without itWe discussed that the correct tank would be sent to you as soon as it is readyI promise you we have never spoken with you with the intent to be untruthfulWe have gotten the same frustrating runaround from our manufacturer as you have, and have had to pass that frustration on to youYou can either send the equipment back for a full refund or be patient for that tank, which will be sent at no additional cost to youYou will not have to return the tank you already have, if that is what you choose to doAgain, we are very sorry for the inconvenience here.Zack V***Budget Water International

The warranty that applies to this purchase is the manufactures warrant and BudgetWater.com is bound by their terms of serviceWe did issue a RMA for the equipment on 10/23/and sent labels to customer to return the pumpCustomer did not ship until 11/7/it is due to be received on the 9th At that point the clock starts running on the inspection and decision time

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 complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] [redacted] Attachments1:PM (minutes ago)to [redacted] ** Revdex.com Dispute Resolution Specialist: [redacted] Budget Water custom made a whole house water filtration system specifically based on the water sample we sent to their lab in January They (Mike the first person we spoke to at their business) assured us that the company has dealt with all the issues our well water has We provided them with the size of our home ( kitchens, full baths, bedrooms) and that we would also be watering our yard through this systemWe hired a local plumber and electrician to install the systemOur plumber worked with Alan (a technician at Budget Water) over the phone and installation videos providedWe (my husband and the plumber) provided Alan, with our flow rate, well depth and that we had a variable speed pump right from the beginning of installation The plumber stated that this filtration system was the largest he had installed in a residential home and it was like a commercial systemThe ph level was between and (as per Alan) and we have witness’s and photo’s to confirm this Our water still had the high levels of iron and the water softener never did work We had to have the electrician return due to incorrect information on installing a chemical pumpOur water issues continuedWe worked for six months with Alan, a second technician by the name of Jim and their manager ZachWe followed their recommendations for recycle settings and additives to correct the ph and hardness issues In April we were asked to ship a second water sample to National Water Test Lab The results were the same as the original water sample sent to Budget Water Lab prior to them making the custom system for our well water issuesThe later part of May, Zach had us add enough soda ash to get the ph OVER It took 30lbs of soda ash to get the ph to this level and this caused the tank and pump to completely plug upThe moral to the story is the system never workedThe first part of June we received a package from them (a new flow restrictor) and would have to pay for the electrician to return for a third timeOn June 6th Zach gave us two optionsOne is that they would send us a second acid neutralizer, new media, to install the new flow restrictor and that we would need to reconfigure the tanks already installedThe second option was for us to return the entire system (at our expense) to be reimbursed for the equipment only, even though it was passed the timeline of their terms of service guaranteeWe chose not to invest any more money (for more equipment and expense of contractors) and to return the equipment We are out thousands of dollars on contractors and shipping costs that we will not be compensated for I am enclosing a timeline of phone calls, text and emails of our communication with Budget WaterPlease call or email us if necessary We have many more photos and other documentation if neededThank you, [redacted]

[redacted] , I am sorry you decided not to remain a customer of Budget WaterIt seems clear that this is an issue of trustAs a direct from manufacturer company, we are not in direct control of every slip of paper in those boxesI'm sure you can see how the manufacturer would love for you to replace the entire system every year, as it is in their best interestHowever, it is not in your best interest, as the chassis of that RO system is truly built to last, it's just the filters which need to be replaced at that regular one year intervalWhen you called us, you were told that, but decided not to believe usRegardless, we honored our stated guarantee and accepted the shipment back, refunding the purchase price of the equipment.From our terms of service page, which you legally agreed to by becoming a customer:"you are entitled to a full refund of the price you paid for the equipment, customer is responsible for all shipping cost no exceptions."I'm sorry you did not trust us about the quality of the build, deciding to believe the manufacturer who didn't have your best interests in mindIf you are purchasing a different top of the line American made RO, you will see this same warningZack V***Budget Water INTL

We received the rebuilt valve from the manufacturer on 6/9/The refund of $was credited to the customer's account on the same dayWe apologize for any delay, we were simply constrained by shipping times and a delay on the end of the manufacturerWe hope this solves the issue.Thank you,*** [redacted] General ManagerBudget Water International

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Problem: This is a follow up to my earlier complaint which was wrongfully closedI returned a broken chemical pump under warranty and it was received on 10/3/via UPS I was charged for the full price of that pump plus shipping $ I was supposed to get the amount back upon receipt of the broken pumpIt is now over weeks later and I still do not have that refundThe business's response was in regards to the second pump that was sent - and broke again! All I am asking at this point is to get the refund for the pump that the business has not had for over weeks.!Desired Outcome: I need the amount of $ refunded ASAP

Good morning ***.I am happy to inform you that we have issued you a refund.Hopefully your overall experience with Budget Water continues to be a good one into the future.Zack V***Budget Water USA

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I still have not received payment although will wait for reimbursement Regards, [redacted]

Customer was issued a RMA to return the pumpThe pump was returned to us on the 16th and has been sent to manufacture to be examined once they have inspected they will notify us if the issue is under warrantyWe are bound by the manufactures terms

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
yesWe were provided a replacement part due to our system not regenerating properlyWe were also told the head of the unit was bad and that would be replaced but never wasMaybe the system was mis sized, I don't know how we were supposed to know that and how we wasted your timeWe have been far from uncooperativeI can obtain phone records showing how many times we called and for how long the call wasAnd how many times our calls were returned or lasted long enough to ever accomplish anything It took months in between each contact because we were trying to get someone to call us back but no one ever wouldWe would not sit around and wait for months to just do something so small and then complainAny time someone would have us check something, it was done the same day!! But would take weeks just to give someone the results of what we were told to doAbsolutely not, after the way we have been treated, would we purchase any more products to correct the issueAnd if that's being uncooperative, then I'm sorry! We have been called liars, uncooperative, all because we were trying to solve our issue! We have been called liars and rude, all because no one would return calls!! It took TWO MONTHS for someone to tell us that our system was too small?! I was on the phone with the salesman and he walked me through how to do it and told me what we needed based on the flow rateI would not intentionally waste money by purchasing the cheapest, smallest system! I didn't even know that's what I had until nowI purchased what I was told I needed, based on the number I came up with from doing what I was told to do, step by stepI do not feel the need to keep this goingapparently it is all our fault and I will accept that, chalk it up as a lesson learned, that will never be repeatedI see no need to keep explaining and defending myself.
Regards,
*** ***

***Firstly, I am sorry that your tank rupturedUnfortunately, due to the nature of that rupture, it is exceedingly clear that it was caused by the admitted failure in your well pump. We had the manufacturer engineers look at these photos and they confirmed that this is a situation where it
had to be your well equipment, that is, equipment that was not purchased through us, that failed and led to this tank exploding When the equipment fails on it's own, there would be simple hole where air pressure penetrated the tank These tanks are fiberglass linedThe fiberglass would have had to be compromised by a previous IMPLOSION, where water would have left the tank and ran backwards through the lines back to the well, causing the tank to crush like a soda can This would have been followed by the EXPLOSION, when the tank gained pressure from the well pump running, filling with air and water Because the fiberglass tank imploded first and compromised the strength of the materials meant for high pressures, the result, as depicted in the attached photos, is a fracture along the side of the tank.ZackBudget Water USA

Our records show that the support issue began with the *** on February of this yearOur “Terms of Service” clearly state that a person must follow our instructions before buying anything, which includes the essential part of figuring out their flow rate correctlyThat is what determines the
size of the unitOur “Terms of Service” also clearly state that we are not responsible for the application itself, as we can not do the flow rate check for you ourselves, or perform any other onsite tasks as we are an online catalogWhen the unit was originally purchased on 2/21/it was sized to a flowrate of gallons per minute (gpm), which is our smallest and least expensive unitThis means that the unit ran for four years without the sizing issue coming to a head, which understandably caused some delays in troubleshootingWe spent a lot of time and effort in this regard, with a great deal of resistance from the ***One month later on March 24, 2015, they were sent a replacement part and it was suggested that they retest the flow rate and water quality of the well*** ***, on April (again one month later), admitted to recalculating his flow rate at gallons per minute which would put him in the range of our largest noncommercial filterIt then became obvious that all of the time and effort we had spent on troubleshooting was because of this original errorWe have offered two solutions to the problem, including the restriction of their flow rate down to 6gpm and the option of upgrading to the larger tank that they actually needed from the startThey have refused to do that or anything else we suggestedWe are not sure what to tell someone who has given us the wrong information to begin with, failed to follow our instructions, and are unreasonable and uncooperative each time we speak with themWe would love for the *** to solve their issue properly and have excellent water again, the same thing we hope for each and every one of our customersThank you *** *** General Manager BudgetWater.com

Mr*** received his replacement valve on June 24thWe are sorry for the delay in getting him the correct part, but in speaking to him personally believe that his frustrations have now been alleviated.*** ***General ManagerBudget Water International

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I received the check days agoThanks
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 complaint.  For your reference, details of the offer I reviewed appear below.
Mr. V[redacted], it is simply laughable that you say that your company "did the best we could do to help me".  Because that couldn't be more incorrect.  If there are indeed 2 shutoff valves involved, wouldn't you think that a qualified technician would have asked your customer the question on exactly which shutoff valve they needed in order to ship the right part?  Who are the experts in the equipment you sell, you or your customers?  Also, if you really do record the phone conversations between your technicians and customers, you would have clearly heard the technician say that he would overnight the tank shutoff valve to me, but ONLY after I had to ask for it!  And this was after he sent me the wrong part.  This is extremely bad customer service that I was definitely not accustomed to getting from Budget Water in the years past.  Your recent employee changes are definitely going to increase your Revdex.com complaints, starting with Dallas, who thinks he runs the company now. You said to call in and ask for you to talk about this.   I can't do that because I know Dallas will not transfer my call to you.  During this event, I asked him repeatedly if I could talk to someone else and he would not let me talk to anyone else.  He is the most rude and irritating individual that I have ever talked to at any company in my life.  And I don't how many technicians you have replaced, but it appears you need to start over because they are not getting the job done.  But again, I don't care about any of that.  If you guys wants to kill a once good company, you can do that.  All I want is my money back and this Revdex.com complaint will not be resolved until that happens.
Regards,[redacted]

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 complaint.  For your reference, details of the offer I reviewed appear below.
It is inconceivable to me that your so called engineers can come to a conclusion by looking at photos that the well pump failed. The tank did not crumple like a soda can as you state, it blew out, not inward as you can plainly see. If this is not resolved by honoring the clearly stated warranty I have no other recourse than to take it to small claims court here in Breckinridge county.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I still have not received payment although will wait for reimbursement.
Regards,
[redacted]

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 complaint.  For your reference, details of the offer I reviewed appear below.The company's response is just absurd.  I'm supposed to trust their word over the phone, over a printed insert included in the shipment of the product!  How would that 'stand up in court'.   The discrepancy between their advertising and the manufacturer's recommendation is false advertising ... if they are so sure the product is reliable beyond one year, get the manufacturer to represent that, not something else.
Regards,
[redacted]