Clean-Rite Power Wash

Revdex.com:
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]

The warranty that applies to this purchase is the manufactures warrant and BudgetWater.com is bound by their terms of service. We did issue a RMA for the equipment on 10/23/2017 and sent labels to customer to return the pump. Customer did not ship until 11/7/2017 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]Attachments1:49 PM (30 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 2016.  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 ( 2 kitchens, 3 full baths, 5 bedrooms) and that we would also be watering our yard through this system. We hired a local plumber and electrician to install the system. Our plumber worked with Alan (a technician at Budget Water) over the phone and installation videos provided. We (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 system. The ph level was between 7 and 8 (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 pump. Our water issues continued. We worked for six months with Alan, a second technician by the name of Jim and their manager Zach. We 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 issues. The later part of May, Zach had us add enough soda ash to get the ph OVER 8.  It took 30lbs of soda ash to get the ph to this level and this caused the tank and pump to completely plug up. The moral to the story is the system never worked. The 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 time. On June 6th  Zach gave us two options. One 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 installed. The 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 guarantee. We 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 Water. Please call or email us if necessary.  We have many more photos and other documentation if needed. Thank you,[redacted]
[redacted]

We received the rebuilt valve from the manufacturer on 6/9/12. The refund of $360 was credited to the customer's account on the same day. We apologize for any delay, we were simply constrained by shipping times and a delay on the end of the manufacturer. We hope this solves the issue.Thank you,[redacted]...

[redacted]General ManagerBudget Water International

[redacted], we are sorry your experience with Budget Water has changed so drastically. There are two shutoff valves on a reverse osmosis system. One sits on the filtration unit, and one sits on the storage tank. According to our records, you were quite clear in requesting "the shutoff on...

the unit" which was promptly overnighted to you at a reduced cost. It was then discovered that you had actually needed the tank shutoff valve, which was not sent overnight because you declined to pay for that option.Your frustration is completely understandable, and yet we simply did the best we could to help you. You may of course call in and ask for me if there is anything I can do to assist in fixing your equipment.Thank you,Zachary V[redacted]Buddget Water USA

Good morning [redacted].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[redacted]Budget Water USA

Problem: This is a follow up to my earlier complaint which was wrongfully closed. I returned a broken chemical pump under warranty and it was received on 10/3/2017 via UPS . I was charged for the full price of that pump plus shipping $ 354.87. I was supposed to get the amount back upon receipt of the broken pump. It is now over 6 weeks later and I still do not have that refund. The 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 6 weeks.!Desired Outcome: I need the amount of $ 354.87 refunded ASAP

[redacted], I am sorry you decided not to remain a customer of Budget Water. It seems clear that this is an issue of trust. As a direct from manufacturer company, we are not in direct control of every slip of paper in those boxes. I'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 interest. However, 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 interval. When you called us, you were told that, but decided not to believe us. Regardless, 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 mind. If you are purchasing a different top of the line American made RO, you will see this same warning. Zack V[redacted]Budget Water INTL

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]

We understand why you are upset, [redacted]. You ordered a system with a custom modification (which adders 20-30 business days to orders which would otherwise ship in 2-3 business days), our manufacturer missed that fact and sent your system without it. We discussed that the correct tank would be...

sent to you as soon as it is ready. I promise you we have never spoken with you with the intent to be untruthful. We have gotten the same frustrating runaround from our manufacturer as you have, and have had to pass that frustration on to you. You 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 you. You will not have to return the tank you already have, if that is what you choose to do. Again, we are very sorry for the inconvenience here.Zack V[redacted]Budget Water International

On Tue, Aug 4, 2015 at 3:00 PM, Zack <[redacted] wrote:On 7/21/15 Mrs. [redacted] was refunded for her unopened and subsequently returned water softener. She was informed that it may take some time for this credit to appear on her card statement. Mrs. [redacted]...

filed a complaint with the Revdex.com 10 days later, although we are not sure why. Hopefully she has since received her refund credited to her account, but it has been out of our hands for two weeks now.Zack [redacted]BudgetWater.com®Premium Equipment-Budget PricesFrom: [redacted]Subject: Payment Receipt [redacted]Date: August 3, 2015 11:44:12 AM EDTTo: [redacted] Budget WaterBudget Water International Inc[redacted]
[redacted]Amount$[redacted]Date7/21/2015Time10:30 AMTransaction TypeCreditStatusSuccessCard Type[redacted]Card Number[redacted]Customer Name[redacted]
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      Billing Address[redacted]USAShipping Address[redacted]USA