My wife and I purchased this water system two years ago after buying our new house A sales rep was going door to door selling it After what we thought was a great system, we bought it Looking back, we paid $for this water system We are still paying for this device With the purchase, we were told that we would get five years worth of organic products to use around the house The company sent us one box of products after purchasing the water system We've never received anything more I have called several times to the business and the phone just rings and rings I then got ahold of one of the reps He told me he would look into my issue I never heard back from him I called him again He said, "Oh, you never got your products?" I told him no and wanted to know when I would get them Then he has the audacity to call me and tell me that he has to come out and do a service call on the system He said the service call would cost us $and if we didn't agree to it, it would void the warranty He came out and looked at the system He was here for no more than minutes He then showed me what I needed to do in the future if I had problems with the system so I didn't have to call them for a service call What exactly did I pay for here? It has now been two years and we pay $every month and we still have not received the products we were promised I am so sick of this company I wish they would just come remove it from my house and give us our money back
I have spoke to mrs [redacted] and address to her complain to her complete satisfaction I took care of it over a week ago I'm sorry I did not get back to the Revdex.com sooner however she is taken care of it was a misunderstanding and miscommunication but she is a satisfied customer at this point and we are very grateful to have her and serve her in any way possible
I am very aware of the [redacted] situation and they are not being genuine. The water system they purchased has a number of warning systems that are designed to prevent exactly what they experienced. Mr [redacted] contacted our office stating the system had given them a warning... message. We advised him at that time to have us come out and inspect the unit. On all of our inspections the very 1st thing all of our techs check in the connections and seals for leaks. We advised him that the unit has a lifetime warranty as long as the unit is not neglected. The warranty covers the unit and parts but not the labor. The labor service call charge is 99 dollars and in some cases where the homeowner lives far away from the office there is a trip charge. Although the [redacted] s do live in an area that can be charged a trip charge we agreed to waive that charge in good faith. Mr. [redacted] stated after about 45 minutes of insults about the service charge which is clearly outlined in his agreement that he would contact us in a couple of weeks the address the "Call dealer for service message". We didn't hear from him for a month so our office contacted him at which time he said he would call us later. He blew us off. So a couple months later he calls the sales rep and service tech being rude stating the unit blew a hose. The very hose we would of checked 1st in an inspection. Not because they are prone to leak, its just 1st on the list. At that time both people he yelled at tried to set up a service call and he refused. A few weeks later Mrs [redacted] called and spoke with several people in our office, going round and round about wanting a free service call. She must have given every reason she could think of. When I spoke with her it continued. Finally she actually tried to blame us. I explained that if a connection holds for a year, its not install error. We cant make a clamp break after a year. I am convinced these people are masters at manipulation and obtaining goods and services for free. My tech was willing to do the service but I over ruled him and reminded him he has a family to support and we are a business not a charity and we need not apologize for getting paid for what we do. We often times do perform free services for those who it would pose a hardship however this is not the [redacted] s. This is our position on the [redacted] s. We will be happy to service their unit for 99 the 1st hr and 79 each additional hr. I believe from what Ive been told it wont take more than 1hr but cannot be sure. Thank you BBB for mediating this issue. Our history speaks for itself. We perform 20-30 new installs per month and have over 1000 existing customers. We are very proud of the service we provide. Sincerely [redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. After I submitted my initial complaint, I did receive a phone call from ExtraPure of Cincinnati the very next day, and the rep I am familiar with, Kim, took his time talking to me about the matters on the phone. He was polite and answered all of my questions. It seems like I have likely misunderstood the fact that he is not an authorized provider of my water purification machine. He also did a follow up call in a timely manner, the next week I believe, to make sure everything regarding my machine was good. I am still not satisfied with the fact that there never seems to be someone in their Cincinnati office at all times (during their regular business hours) to answer phone calls, but then again, I have not yet had to call their office since filing this Revdex.com complaint, so maybe things will change with that. I will be curious to see if he will continue to be timely in returning phone calls and keeping up with his customers, as that is one thing that I foresee still being a possible issue, but only time will tell. Thank you.
Regards,
[redacted]
After 2 months of being without our Extrapure system because the bypass blew out; waiting on a repair with someone in the local area to fix the problem, we were connected with an "authorized" repairman out of Columbus. We highly recommend contacting [redacted] for all your Extrapure maintenance and repairs!! [redacted]
I have spoke to mrs. [redacted] and address to her complain to her complete satisfaction I took care of it over a week ago I'm sorry I did not get back to the Revdex.com sooner however she is taken care of it was a misunderstanding and miscommunication but she is a satisfied customer at this point and we are...
very grateful to have her and serve her in any way possible
My wife and I purchased this water system two years ago after buying our new house. A sales rep was going door to door selling it. After what we thought was a great system, we bought it. Looking back, we paid $5000 for this water system. We are still paying for this device. With the purchase, we were told that we would get five years worth of organic products to use around the house. The company sent us one box of products after purchasing the water system. We've never received anything more. I have called several times to the business and the phone just rings and rings. I then got ahold of one of the reps. He told me he would look into my issue. I never heard back from him. I called him again. He said, "Oh, you never got your products?" I told him no and wanted to know when I would get them. Then he has the audacity to call me and tell me that he has to come out and do a service call on the system. He said the service call would cost us $75 and if we didn't agree to it, it would void the warranty. He came out and looked at the system. He was here for no more than 10 minutes. He then showed me what I needed to do in the future if I had problems with the system so I didn't have to call them for a service call. What exactly did I pay for here? It has now been two years and we pay $100 every month and we still have not received the products we were promised. I am so sick of this company. I wish they would just come remove it from my house and give us our money back.
I am very aware of the [redacted] situation and they are not being genuine. The water system they purchased has a number of warning systems that are designed to prevent exactly what they experienced. Mr [redacted] contacted our office stating the system had given them a warning...
message. We advised him at that time to have us come out and inspect the unit. On all of our inspections the very 1st thing all of our techs check in the connections and seals for leaks. We advised him that the unit has a lifetime warranty as long as the unit is not neglected. The warranty covers the unit and parts but not the labor. The labor service call charge is 99 dollars and in some cases where the homeowner lives far away from the office there is a trip charge. Although the [redacted]s do live in an area that can be charged a trip charge we agreed to waive that charge in good faith. Mr. [redacted] stated after about 45 minutes of insults about the service charge which is clearly outlined in his agreement that he would contact us in a couple of weeks the address the "Call dealer for service message". We didn't hear from him for a month so our office contacted him at which time he said he would call us later. He blew us off. So a couple months later he calls the sales rep and service tech being rude stating the unit blew a hose. The very hose we would of checked 1st in an inspection. Not because they are prone to leak, its just 1st on the list. At that time both people he yelled at tried to set up a service call and he refused. A few weeks later Mrs [redacted] called and spoke with several people in our office, going round and round about wanting a free service call. She must have given every reason she could think of. When I spoke with her it continued. Finally she actually tried to blame us. I explained that if a connection holds for a year, its not install error. We cant make a clamp break after a year. I am convinced these people are masters at manipulation and obtaining goods and services for free. My tech was willing to do the service but I over ruled him and reminded him he has a family to support and we are a business not a charity and we need not apologize for getting paid for what we do. We often times do perform free services for those who it would pose a hardship however this is not the [redacted]s. This is our position on the [redacted]s. We will be happy to service their unit for 99 the 1st hr and 79 each additional hr. I believe from what Ive been told it wont take more than 1hr but cannot be sure. Thank you Revdex.com for mediating this issue. Our history speaks for itself. We perform 20-30 new installs per month and have over 1000 existing customers. We are very proud of the service we provide.
Sincerely
[redacted] [redacted]
My wife and I purchased this water system two years ago after buying our new house A sales rep was going door to door selling it After what we thought was a great system, we bought it Looking back, we paid $for this water system We are still paying for this device With the purchase, we were told that we would get five years worth of organic products to use around the house The company sent us one box of products after purchasing the water system We've never received anything more I have called several times to the business and the phone just rings and rings I then got ahold of one of the reps He told me he would look into my issue I never heard back from him I called him again He said, "Oh, you never got your products?" I told him no and wanted to know when I would get them Then he has the audacity to call me and tell me that he has to come out and do a service call on the system He said the service call would cost us $and if we didn't agree to it, it would void the warranty He came out and looked at the system He was here for no more than minutes He then showed me what I needed to do in the future if I had problems with the system so I didn't have to call them for a service call What exactly did I pay for here? It has now been two years and we pay $every month and we still have not received the products we were promised I am so sick of this company I wish they would just come remove it from my house and give us our money back
I have spoke to mrs [redacted] and address to her complain to her complete satisfaction I took care of it over a week ago I'm sorry I did not get back to the Revdex.com sooner however she is taken care of it was a misunderstanding and miscommunication but she is a satisfied customer at this point and we are very grateful to have her and serve her in any way possible
I am very aware of the [redacted] situation and they are not being genuine. The water system they purchased has a number of warning systems that are designed to prevent exactly what they experienced. Mr [redacted] contacted our office stating the system had given them a warning... message. We advised him at that time to have us come out and inspect the unit. On all of our inspections the very 1st thing all of our techs check in the connections and seals for leaks. We advised him that the unit has a lifetime warranty as long as the unit is not neglected. The warranty covers the unit and parts but not the labor. The labor service call charge is 99 dollars and in some cases where the homeowner lives far away from the office there is a trip charge. Although the [redacted] s do live in an area that can be charged a trip charge we agreed to waive that charge in good faith. Mr. [redacted] stated after about 45 minutes of insults about the service charge which is clearly outlined in his agreement that he would contact us in a couple of weeks the address the "Call dealer for service message". We didn't hear from him for a month so our office contacted him at which time he said he would call us later. He blew us off. So a couple months later he calls the sales rep and service tech being rude stating the unit blew a hose. The very hose we would of checked 1st in an inspection. Not because they are prone to leak, its just 1st on the list. At that time both people he yelled at tried to set up a service call and he refused. A few weeks later Mrs [redacted] called and spoke with several people in our office, going round and round about wanting a free service call. She must have given every reason she could think of. When I spoke with her it continued. Finally she actually tried to blame us. I explained that if a connection holds for a year, its not install error. We cant make a clamp break after a year. I am convinced these people are masters at manipulation and obtaining goods and services for free. My tech was willing to do the service but I over ruled him and reminded him he has a family to support and we are a business not a charity and we need not apologize for getting paid for what we do. We often times do perform free services for those who it would pose a hardship however this is not the [redacted] s. This is our position on the [redacted] s. We will be happy to service their unit for 99 the 1st hr and 79 each additional hr. I believe from what Ive been told it wont take more than 1hr but cannot be sure. Thank you BBB for mediating this issue. Our history speaks for itself. We perform 20-30 new installs per month and have over 1000 existing customers. We are very proud of the service we provide. Sincerely [redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. After I submitted my initial complaint, I did receive a phone call from ExtraPure of Cincinnati the very next day, and the rep I am familiar with, Kim, took his time talking to me about the matters on the phone. He was polite and answered all of my questions. It seems like I have likely misunderstood the fact that he is not an authorized provider of my water purification machine. He also did a follow up call in a timely manner, the next week I believe, to make sure everything regarding my machine was good. I am still not satisfied with the fact that there never seems to be someone in their Cincinnati office at all times (during their regular business hours) to answer phone calls, but then again, I have not yet had to call their office since filing this Revdex.com complaint, so maybe things will change with that. I will be curious to see if he will continue to be timely in returning phone calls and keeping up with his customers, as that is one thing that I foresee still being a possible issue, but only time will tell. Thank you.
Regards,
[redacted]
After 2 months of being without our Extrapure system because the bypass blew out; waiting on a repair with someone in the local area to fix the problem, we were connected with an "authorized" repairman out of Columbus. We highly recommend contacting [redacted] for all your Extrapure maintenance and repairs!! [redacted]
I have spoke to mrs. [redacted] and address to her complain to her complete satisfaction I took care of it over a week ago I'm sorry I did not get back to the Revdex.com sooner however she is taken care of it was a misunderstanding and miscommunication but she is a satisfied customer at this point and we are...
very grateful to have her and serve her in any way possible
My wife and I purchased this water system two years ago after buying our new house. A sales rep was going door to door selling it. After what we thought was a great system, we bought it. Looking back, we paid $5000 for this water system. We are still paying for this device. With the purchase, we were told that we would get five years worth of organic products to use around the house. The company sent us one box of products after purchasing the water system. We've never received anything more. I have called several times to the business and the phone just rings and rings. I then got ahold of one of the reps. He told me he would look into my issue. I never heard back from him. I called him again. He said, "Oh, you never got your products?" I told him no and wanted to know when I would get them. Then he has the audacity to call me and tell me that he has to come out and do a service call on the system. He said the service call would cost us $75 and if we didn't agree to it, it would void the warranty. He came out and looked at the system. He was here for no more than 10 minutes. He then showed me what I needed to do in the future if I had problems with the system so I didn't have to call them for a service call. What exactly did I pay for here? It has now been two years and we pay $100 every month and we still have not received the products we were promised. I am so sick of this company. I wish they would just come remove it from my house and give us our money back.
I am very aware of the [redacted] situation and they are not being genuine. The water system they purchased has a number of warning systems that are designed to prevent exactly what they experienced. Mr [redacted] contacted our office stating the system had given them a warning...
message. We advised him at that time to have us come out and inspect the unit. On all of our inspections the very 1st thing all of our techs check in the connections and seals for leaks. We advised him that the unit has a lifetime warranty as long as the unit is not neglected. The warranty covers the unit and parts but not the labor. The labor service call charge is 99 dollars and in some cases where the homeowner lives far away from the office there is a trip charge. Although the [redacted]s do live in an area that can be charged a trip charge we agreed to waive that charge in good faith. Mr. [redacted] stated after about 45 minutes of insults about the service charge which is clearly outlined in his agreement that he would contact us in a couple of weeks the address the "Call dealer for service message". We didn't hear from him for a month so our office contacted him at which time he said he would call us later. He blew us off. So a couple months later he calls the sales rep and service tech being rude stating the unit blew a hose. The very hose we would of checked 1st in an inspection. Not because they are prone to leak, its just 1st on the list. At that time both people he yelled at tried to set up a service call and he refused. A few weeks later Mrs [redacted] called and spoke with several people in our office, going round and round about wanting a free service call. She must have given every reason she could think of. When I spoke with her it continued. Finally she actually tried to blame us. I explained that if a connection holds for a year, its not install error. We cant make a clamp break after a year. I am convinced these people are masters at manipulation and obtaining goods and services for free. My tech was willing to do the service but I over ruled him and reminded him he has a family to support and we are a business not a charity and we need not apologize for getting paid for what we do. We often times do perform free services for those who it would pose a hardship however this is not the [redacted]s. This is our position on the [redacted]s. We will be happy to service their unit for 99 the 1st hr and 79 each additional hr. I believe from what Ive been told it wont take more than 1hr but cannot be sure. Thank you Revdex.com for mediating this issue. Our history speaks for itself. We perform 20-30 new installs per month and have over 1000 existing customers. We are very proud of the service we provide.
Sincerely
[redacted] [redacted]