Initial Business Response / [redacted] (1000, 5, 2016/06/24) */ For all years in business, our company has always had a policy that all homeowners participate in the water testWe are sorry that Ms [redacted] finds this disrespectful; we are consistent with our policy and would not do the water demonstration for her husband without her being present alsoIt is difficult to comprehend how our sales practice could be considered high pressure when we were never in her home or in any sales situationOne $gift card is offered when all homeowners participate in the test and the appointment will not be set unless we have a commitment that both will be presentWe will send Ms [redacted] a $Home Depot gift card, but need to stay consistent with our policy requiring both to be present for the demonstration Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/06/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/10/09) */ We have researched all concerns outlined in the complaint and would first like to apologize for any dissatisfaction they've hadIn an attempt to streamline our response, we will address all issues in the following three categories: financing, installation and serviceIn regards to financing, the customer says they were promised year interest free however we have signed contracts that clearly state the APR and expected minimum payment amount (copies to be provided upon request)The interest is also listed on every bill, yet prior to this, it hadn't been mentionedThe complaint says they tried to cancel but the financing company makes a recorded verification call where they are asked if they understand they've past the cancellation date and are now financially responsibleAt which time, no mention of an attempt to cancel was madeThey reference our assurance guarantee where we refund the total cost if a system is found meeting certain conditions (blank copy attached), yet our first documented conversation was within the days and no mention was made of a system meeting that criteriaAnd lastly, the issue of the lien; according to the finance company, they are able to subordinate the lien in order to refinance the home if they agree to specific terms which is out of our controlRegarding the installation, we always aim to complete the job in one day but are more careful to provide a quality custom install rather than attempt to rush the jobNow to the issue of service: we apologize for any confusion with our staff and have not only expanded that department to meet the demand; but we are also refining our expectations for that teamWith that said, to avoid any future misunderstandings, please know that we are unable to give windows of arrival any sooner than the morning of the service to account for emergency calls throughout the eveningThe technicians logistically route their day first thing in the morning and call customers no later than 10:am with a two hour window of arrivalMore importantly than any of that, we would like to make ourselves available to come to the home and double check the equipment as soon as possibleWe want to explain the system and make sure everything is in proper working orderWe are grateful for their business and want to do whatever we can to prove that
Initial Business Response /* (1000, 9, 2016/01/06) */
On 10/12/*** & *** *** purchased a *** system through an in-home water test promotion through The *** ***Our records indicate that we installed the system on 10/13/We sent a technician to the home on 10/17/due to the
system not working properlyThe technician replaced the necessary parts for the system to work properlyOn 11/5/we did a follQuality Control call, at which time the customer expressed that they felt the water pressure was lower than usualWe responded by sending technician to the home to test the water as well as the water pressure, to make sure the equipment was giving them the quality of water it was suppose to as well as deal with any water pressure issuesThe notes indicate that all tests show that the water quality is excellentWe increased pressure in the drinking system to give a better flow to the ice maker, and adjusted the water pressure regulator on the home to give them a better quality of pressure throughout the home
Mr& Mrs*** informed us that they wanted to pay a *** *** restocking fee (15%) to have the equipment removed from their homeThis restocking fee doesn't apply to this type of equipment that cannot be resold as newIn regards to this type of water system it is very much like investing in a new carAfter it's been owned and driven for a while, the dealer cannot simply restock the vehicle as newIn this case, because of our contract with The *** *** we are not able to even offer used equipment as an option so our losses as a business become tremendousWe certainly want *** and *** to be happy with their purchase, and commit to doing whatever's necessary on our part to deliver good quality on what they purchased; but realize this may not be possibleThe last conversation our Service Manager had with them, Mrs*** said that the system was working fine, but they referenced back to the ice maker, cloths, & tasteHe explained that we are committed to resolving any issues they feel they are having as a customer, but she stated they are only interested in a refundAt that, because a refund is not really an option, we offered a buy back; however, due to voided warranties, unsellable equipment, installation parts and wages, our unrecoverable expenses add up to $2,That was our last contact with the customer, which was through The *** ***
Sincerely,
Lifetime Solutions, Inc
Initial Consumer Rebuttal /* (3000, 11, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I, *** *** am submitting a response to Lifetime Solutions on January 7, Below are a list of reasons why I refuse to pay the $2,549.65, due to the contract clearly stating they charge a 15% restocking fee, unless this was a special order
Since we've gotten this water softener installed, there have been many things that have happened to my and my families healthMy husband and my mouth has been extremely dry and we have both developed burn blisters on our tonguesUpon doctors orders, we stopped drinking the installed water and start drinking bottled water, and both of our dry mouth and blisters went awayAfter a week I started drinking the installed water again, and immediately my dry mouth and burn blisters came backThese health problems were NOT an issue before I had the water softners installed
Our refrigerator ice maker dispenser is no longer workingWe called your company, they stated that to fix the problem, air needed to be pumped into my tank under the sinkYour company came out to my residence, pumped air in the tank and to date my ice maker still does NOT dispense iceThere were no issues with my ice machine on my refrigerator before I had the water softener installed
Every time I wash clothes now, they must be washed twiceAfter the first wash, the water leaves a film on all of our clothes, so a second round of rinsing is needed to get them cleanThis was not an issue prior to getting the water softener installedAnd I used the detergent that they told me to
use and also used it the way they told me to use it
After paying $for your product, we are now forced to purchase water again through the *** *** We are no longer drinking the water installedAll we want is for the product to be taken out of my house before any more health issue occur, anymore appliances break or anymore clothes are ruinedI am willing to pay $2000.00, which I think that is more than fair, to have this removed
Thank you so much for your time,
*** ***
Final Business Response /* (4000, 13, 2016/01/15) */
We are going to accept the $Our office will contact the customers to make arrangements
Initial Business Response /* (1000, 5, 2016/01/08) */
I do not believe that our sales process is one of pressure and we leave many opportunities to cancel at a time when no company representative is in the home. Our paperwork is very thorough explaining exactly what the customers receive and how to...
get out of the agreement. At the completion of the installation, Mrs. [redacted] seemed very satisfied with the transaction. However because of the age of this customer and the possible financial hardship we will remove the product and refund her money.
Initial Business Response /* (1000, 5, 2015/10/09) */
We have researched all concerns outlined in the complaint and would first like to apologize for any dissatisfaction they've had. In an attempt to streamline our response, we will address all issues in the following three categories: financing,...
installation and service. In regards to financing, the customer says they were promised 1 year interest free however we have signed contracts that clearly state the APR and expected minimum payment amount (copies to be provided upon request). The interest is also listed on every bill, yet prior to this, it hadn't been mentioned. The complaint says they tried to cancel but the financing company makes a recorded verification call where they are asked if they understand they've past the cancellation date and are now financially responsible. At which time, no mention of an attempt to cancel was made. They reference our assurance guarantee where we refund the total cost if a system is found meeting certain conditions (blank copy attached), yet our first documented conversation was within the 30 days and no mention was made of a system meeting that criteria. And lastly, the issue of the lien; according to the finance company, they are able to subordinate the lien in order to refinance the home if they agree to specific terms which is out of our control. Regarding the installation, we always aim to complete the job in one day but are more careful to provide a quality custom install rather than attempt to rush the job. Now to the issue of service: we apologize for any confusion with our staff and have not only expanded that department to meet the demand; but we are also refining our expectations for that team. With that said, to avoid any future misunderstandings, please know that we are unable to give windows of arrival any sooner than the morning of the service to account for emergency calls throughout the evening. The technicians logistically route their day first thing in the morning and call customers no later than 10:00 am with a two hour window of arrival. More importantly than any of that, we would like to make ourselves available to come to the home and double check the equipment as soon as possible. We want to explain the system and make sure everything is in proper working order. We are grateful for their business and want to do whatever we can to prove that.
Initial Business Response /* (1000, 5, 2016/06/24) */
For all 26 years in business, our company has always had a policy that all homeowners participate in the water test. We are sorry that Ms. [redacted] finds this disrespectful; we are consistent with our policy and would not do the water...
demonstration for her husband without her being present also. It is difficult to comprehend how our sales practice could be considered high pressure when we were never in her home or in any sales situation. One $20 gift card is offered when all homeowners participate in the test and the appointment will not be set unless we have a commitment that both will be present. We will send Ms. [redacted] a $20 Home Depot gift card, but need to stay consistent with our policy requiring both to be present for the demonstration.
Initial Consumer Rebuttal /* (2000, 7, 2016/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2016/06/24) */ For all years in business, our company has always had a policy that all homeowners participate in the water testWe are sorry that Ms [redacted] finds this disrespectful; we are consistent with our policy and would not do the water demonstration for her husband without her being present alsoIt is difficult to comprehend how our sales practice could be considered high pressure when we were never in her home or in any sales situationOne $gift card is offered when all homeowners participate in the test and the appointment will not be set unless we have a commitment that both will be presentWe will send Ms [redacted] a $Home Depot gift card, but need to stay consistent with our policy requiring both to be present for the demonstration Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/06/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/10/09) */ We have researched all concerns outlined in the complaint and would first like to apologize for any dissatisfaction they've hadIn an attempt to streamline our response, we will address all issues in the following three categories: financing, installation and serviceIn regards to financing, the customer says they were promised year interest free however we have signed contracts that clearly state the APR and expected minimum payment amount (copies to be provided upon request)The interest is also listed on every bill, yet prior to this, it hadn't been mentionedThe complaint says they tried to cancel but the financing company makes a recorded verification call where they are asked if they understand they've past the cancellation date and are now financially responsibleAt which time, no mention of an attempt to cancel was madeThey reference our assurance guarantee where we refund the total cost if a system is found meeting certain conditions (blank copy attached), yet our first documented conversation was within the days and no mention was made of a system meeting that criteriaAnd lastly, the issue of the lien; according to the finance company, they are able to subordinate the lien in order to refinance the home if they agree to specific terms which is out of our controlRegarding the installation, we always aim to complete the job in one day but are more careful to provide a quality custom install rather than attempt to rush the jobNow to the issue of service: we apologize for any confusion with our staff and have not only expanded that department to meet the demand; but we are also refining our expectations for that teamWith that said, to avoid any future misunderstandings, please know that we are unable to give windows of arrival any sooner than the morning of the service to account for emergency calls throughout the eveningThe technicians logistically route their day first thing in the morning and call customers no later than 10:am with a two hour window of arrivalMore importantly than any of that, we would like to make ourselves available to come to the home and double check the equipment as soon as possibleWe want to explain the system and make sure everything is in proper working orderWe are grateful for their business and want to do whatever we can to prove that
Initial Business Response /* (1000, 9, 2016/01/06) */
On 10/12/*** & *** *** purchased a *** system through an in-home water test promotion through The *** ***Our records indicate that we installed the system on 10/13/We sent a technician to the home on 10/17/due to the
system not working properlyThe technician replaced the necessary parts for the system to work properlyOn 11/5/we did a follQuality Control call, at which time the customer expressed that they felt the water pressure was lower than usualWe responded by sending technician to the home to test the water as well as the water pressure, to make sure the equipment was giving them the quality of water it was suppose to as well as deal with any water pressure issuesThe notes indicate that all tests show that the water quality is excellentWe increased pressure in the drinking system to give a better flow to the ice maker, and adjusted the water pressure regulator on the home to give them a better quality of pressure throughout the home
Mr& Mrs*** informed us that they wanted to pay a *** *** restocking fee (15%) to have the equipment removed from their homeThis restocking fee doesn't apply to this type of equipment that cannot be resold as newIn regards to this type of water system it is very much like investing in a new carAfter it's been owned and driven for a while, the dealer cannot simply restock the vehicle as newIn this case, because of our contract with The *** *** we are not able to even offer used equipment as an option so our losses as a business become tremendousWe certainly want *** and *** to be happy with their purchase, and commit to doing whatever's necessary on our part to deliver good quality on what they purchased; but realize this may not be possibleThe last conversation our Service Manager had with them, Mrs*** said that the system was working fine, but they referenced back to the ice maker, cloths, & tasteHe explained that we are committed to resolving any issues they feel they are having as a customer, but she stated they are only interested in a refundAt that, because a refund is not really an option, we offered a buy back; however, due to voided warranties, unsellable equipment, installation parts and wages, our unrecoverable expenses add up to $2,That was our last contact with the customer, which was through The *** ***
Sincerely,
Lifetime Solutions, Inc
Initial Consumer Rebuttal /* (3000, 11, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I, *** *** am submitting a response to Lifetime Solutions on January 7, Below are a list of reasons why I refuse to pay the $2,549.65, due to the contract clearly stating they charge a 15% restocking fee, unless this was a special order
Since we've gotten this water softener installed, there have been many things that have happened to my and my families healthMy husband and my mouth has been extremely dry and we have both developed burn blisters on our tonguesUpon doctors orders, we stopped drinking the installed water and start drinking bottled water, and both of our dry mouth and blisters went awayAfter a week I started drinking the installed water again, and immediately my dry mouth and burn blisters came backThese health problems were NOT an issue before I had the water softners installed
Our refrigerator ice maker dispenser is no longer workingWe called your company, they stated that to fix the problem, air needed to be pumped into my tank under the sinkYour company came out to my residence, pumped air in the tank and to date my ice maker still does NOT dispense iceThere were no issues with my ice machine on my refrigerator before I had the water softener installed
Every time I wash clothes now, they must be washed twiceAfter the first wash, the water leaves a film on all of our clothes, so a second round of rinsing is needed to get them cleanThis was not an issue prior to getting the water softener installedAnd I used the detergent that they told me to
use and also used it the way they told me to use it
After paying $for your product, we are now forced to purchase water again through the *** *** We are no longer drinking the water installedAll we want is for the product to be taken out of my house before any more health issue occur, anymore appliances break or anymore clothes are ruinedI am willing to pay $2000.00, which I think that is more than fair, to have this removed
Thank you so much for your time,
*** ***
Final Business Response /* (4000, 13, 2016/01/15) */
We are going to accept the $Our office will contact the customers to make arrangements
Initial Business Response /* (1000, 5, 2016/01/08) */
I do not believe that our sales process is one of pressure and we leave many opportunities to cancel at a time when no company representative is in the home. Our paperwork is very thorough explaining exactly what the customers receive and how to...
get out of the agreement. At the completion of the installation, Mrs. [redacted] seemed very satisfied with the transaction. However because of the age of this customer and the possible financial hardship we will remove the product and refund her money.
Initial Business Response /* (1000, 5, 2015/10/09) */
We have researched all concerns outlined in the complaint and would first like to apologize for any dissatisfaction they've had. In an attempt to streamline our response, we will address all issues in the following three categories: financing,...
installation and service. In regards to financing, the customer says they were promised 1 year interest free however we have signed contracts that clearly state the APR and expected minimum payment amount (copies to be provided upon request). The interest is also listed on every bill, yet prior to this, it hadn't been mentioned. The complaint says they tried to cancel but the financing company makes a recorded verification call where they are asked if they understand they've past the cancellation date and are now financially responsible. At which time, no mention of an attempt to cancel was made. They reference our assurance guarantee where we refund the total cost if a system is found meeting certain conditions (blank copy attached), yet our first documented conversation was within the 30 days and no mention was made of a system meeting that criteria. And lastly, the issue of the lien; according to the finance company, they are able to subordinate the lien in order to refinance the home if they agree to specific terms which is out of our control. Regarding the installation, we always aim to complete the job in one day but are more careful to provide a quality custom install rather than attempt to rush the job. Now to the issue of service: we apologize for any confusion with our staff and have not only expanded that department to meet the demand; but we are also refining our expectations for that team. With that said, to avoid any future misunderstandings, please know that we are unable to give windows of arrival any sooner than the morning of the service to account for emergency calls throughout the evening. The technicians logistically route their day first thing in the morning and call customers no later than 10:00 am with a two hour window of arrival. More importantly than any of that, we would like to make ourselves available to come to the home and double check the equipment as soon as possible. We want to explain the system and make sure everything is in proper working order. We are grateful for their business and want to do whatever we can to prove that.
Initial Business Response /* (1000, 5, 2016/06/24) */
For all 26 years in business, our company has always had a policy that all homeowners participate in the water test. We are sorry that Ms. [redacted] finds this disrespectful; we are consistent with our policy and would not do the water...
demonstration for her husband without her being present also. It is difficult to comprehend how our sales practice could be considered high pressure when we were never in her home or in any sales situation. One $20 gift card is offered when all homeowners participate in the test and the appointment will not be set unless we have a commitment that both will be present. We will send Ms. [redacted] a $20 Home Depot gift card, but need to stay consistent with our policy requiring both to be present for the demonstration.
Initial Consumer Rebuttal /* (2000, 7, 2016/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] is correct, we dropped the ball. I will see to it they get the service they paid for and deserve.Sincerely,[redacted]