I apologize for my delay in responding, in writing, to the complaint filed by [redacted], I did however contact Home Depot immediately upon receiving the complaint to inquire as to why Mr. [redacted]'s money was not refunded. RainSoft of Greater Columbus is a Service Provider for Home Depot and we...
are able to get customers funded through their credit protocol but must follow their process for funds issued as well as refunds. RainSoft of Greater Columbus refunded Mr. [redacted]'s money on November 18, 2016 through the process that is established by Home Depot. According to our records we did not hear back from Mr. [redacted] that his money was not returned by Home Depot until January 9, 2017 when he filed a complaint with the Revdex.com. I apologize for the delay and understand Mr. [redacted]'s frustration but please understand that RainSoft had done our part in the refunding process, unfortunately there was a disconnect on the part of Home Depot. I have talked with the district manager for Home Depot and it is my understanding that Mr. [redacted] was not only refunded his money but also received a call from Home Depot informing him that it was an error on their part not RainSoft's. If I can be of any additional help please let me know. Kindest regards: [redacted]
On 4/20/2017, I called and spoke with [redacted] and let her know that I would send someone out to her home, at her convenience, to work on her system. I also let [redacted] know that we had tried to reach her on five (5) separate occasions to take care of her issues, on two (2) of the occasions we left...
messages and on the other three (3) calls we were unable to leave a message. I have no records of [redacted] trying to reach us. Under no circumstances do I feel that we ignored a problematic situation but we will make every effort to make sure we get her system in working order.
The following are correspondence emails with [redacted] at Rain Soft regarding the issue of the leak under our kitchen sink into the basement. All systems were removed from our home on 5/12/15. The issue is what damage the leak causes. We are asking that Rain Soft pay for us to...
contact someone of our choice to come into our home to check for water damage. We also ask that they pay for this up front. It has been a week and a half since the leak and if water is sitting under the cabinet the damage could be worse. There are also pictures in this email of the water. [redacted]###-###-#### From: [redacted] To: [redacted]Subject: RE:Date: Wed, 13 May 2015 10:24:25 -0400[redacted],Are you sending someone out to check for water damage under our kitchen sink cabinet as well as possible water damage due to the water leak we had during installation of the reverse osmosis system? [redacted] Date: Tue, 12 May 2015 15:45:49 -0400Subject: Re:From: [redacted]To: [redacted] is coming tomorrow to removeOn Tue, May 12, 2015 at 3:40 PM, [redacted]> wrote:[redacted],When is someone coming to look at the water issue?[redacted] Date: Mon, 11 May 2015 08:44:41 -0400Subject: Re:From: [redacted]To: [redacted]I did get them, thank you. I'll call you this afternoonOn Mon, May 11, 2015 at 7:38 AM, [redacted] wrote:[redacted],I just wanted to make sure you got my email with the pictures of the leak under our sink down into the basement. We have not heard when someone will be out to look for any water damage. Please get back with me when you can. [redacted]###-###-#### From: [redacted]To: [redacted]Subject: Date: Wed, 6 May 2015 13:14:56 -0400[redacted], Attached are the pictures of the water leak that we had under our kitchen sink into the basement. Please let us know when someone will be out to look at the cabinet and issues in the basement. Thank you for your help. [redacted]###-###-####
According to our records RainSoft of Greater Columbus had [redacted] and [redacted] as customers in their home in [redacted]. We installed a EC4-75 (whole house water treatment system) and UF50-T (reverse osmosis drinking system) and an AirMaster (whole house air purification system)on...
September 21, 2011. In March of 2015 one of my service associates call the [redacted] about getting the filters changed on their reverse osmosis system, Mr. [redacted] told us that they were getting ready to move and would be leaving the equipment with the new homeowner. In March of 2016 we went out to the new home of the [redacted] located in [redacted], The [redacted] purchased the same equipment as before, this time with our newer models. When we were installing the new equipment on March 9, 2016 we discovered that due to the configuration of the [redacted] new air duct system we could not install the AirMaster. RainSoft has another air purification product that we sell for the same price, the DFS (Disinfecting Filtration System), we explained that we could switch products for them and the homeowner agreed. RainSoft scheduled an appointment and on March 11, 2016 we returned to the [redacted] home, and installed the DFS. The DFS (information enclosed) is a cabinet unit that sits in a room to purify the air, this unit has been in the [redacted] home for over a year. At no time did the [redacted] ever call us with any questions or concerns with the DFS unit. Th [redacted] did call us concerning a hammering noise that was coming from their lines, on and off over the past year we have been out to the [redacted] home checking on the hammering, we have done a number upgrades to see if we could stop the noise. The [redacted] live in a condo with several attached units and in talked to multiple resources to see what could be causing the hammering we received a number of different possibilities. Recently my service manager stayed with Mr. [redacted] for over two hours after working on the water purification unit waiting to hear the hammering noise, during this time there was still no mention of the DFS or AirMaster. We were unable to identify any problems but we suggested that they have an independent plumber come out to their home, at no charge to them, and we would also have an independent plumber come out to see if they could find out exactly what was going on. Our plumber contacted the [redacted] on May 10, 2017 and set up an appointment for May 17, 2017. On May 17th we received the same letter from the [redacted] as was sent to you, I called Mr. [redacted] immediately and offered to try and work out a solution, including paying off the remainder of his system and disconnecting our equipment, Mr. [redacted] told me that I could speak with his attorney and then hung up the phone. As of today I have not heard from the [redacted] attorney. Under no circumstances did we try to steel, ripoff or commit fraud as suggested in the letter from the [redacted]. I have enclosed information regarding both the AirMaster and the DFS units but was unable to get all of my attachments included and will mail the brochures for your review. Kindest regards Sarah D M[redacted]PresidentPure H2O, Incdba RainSoft of Greater Columbus
I called and left a message for [redacted] this morning and let him know that on Saturday 4/9/16 we emailed out a $40.00 [redacted] gift card ($20.00 for what we owed him and $20.00 as way of an apology). I regret that Mr. [redacted] did not get his gift card in a timely manner but explained that my...
office manager had passed away quite suddenly in March and unfortunately we misplaced his information. As a business, RainSoft emailes approximately $500.00 in [redacted] gift cards weekly and it is important to me that we honor our obligations, this was merely an oversight.
This is the first I have heard that Mrs. [redacted] felt pressure to purchase our product. On 10/17/17 when Terra B[redacted] from our office spoke with Mrs. [redacted] she asked if we could come out to her home and check on their RainSoft products, at no charge, but Mrs. [redacted] apparently disconnected the call, if she was unhappy with our equipment she should have made a request for us to service the equipment. I understand that Mrs. [redacted] is unhappy but it is not our policy to remove equipment that has been in the home for nearly four (4) months. We set Mrs. [redacted] up with her soaps on 9/8/17 and when she called our office on 10/17/17 we explained to her that they had been active since 9/8/2017. If Mrs. [redacted] needs additional help on getting her soaps I can have Liquid Soap Products give her a call. As far as Mrs. [redacted] being approved for $8000.00 through [redacted] I can only respond that they spoke with her on 8/23,2017 and set up the credit and the terms with her personally. Again, I will be more than happy to supply service at no charge for a period of time as well as filters at no charge and if we can assist with the soaps we will be more than happy to.Kindest regards:Sarah D M[redacted]
We are sorry that the [redacted]'s experienced less then stellar customer service.After installing their water system, they experienced a leak. We sentinstaller back out to fix that issue. [redacted] went to their home to assessdamage, Mr. [redacted] also sent pictures. While we were getting specialist to determine any hidden damage, the [redacted]s decided to have system removed.We waived any re-stocking fee that the contract allowed. [redacted] replacedany damaged insulation and said the [redacted]s were now satisfied.
To whom it may concern:My husband and I purchased a Rainsoft System and paid $5,780, which was a lot ofmoney. We didn't have a problem paying the money, but we wanted what we paid for! We area retired couple and trusted Rainsoft to install exactly what we paid for, and what we weresold. After repeated phone calls to Rainsoft, for service, we then began to question the wholecompany. We looked at our paperwork closer and realized we did not receive what wepurchased!!! Selling us your system and not giving us what we paid for is FRAUD!!!I am so upset because we are a retired couple and they thought we wouldn't notice that whatthey installed was not what we purchased!!! They took advantage of us, and that makes mevery upset! Plain and simple, they installed the system and were supposed to install an AirMaster Ultra System that goes through every air duct in my home. Instead, they put a cheap,free standing filter, which only cleans the room it's located in. We purchased the completesystem with the Air Master unit, which we didn't receive. (Shown in the attached pictures)The management at the Rainsoft store should be embarrassed, and ashamed as they tried toSTEAL. RIP OFF. AND COMMIT FRAUD just because we are a retired couple!!! We thought wewere doing business with and ethical company, Rainsoft. We know for a fact, Home Depot is anethical company, who financed our system. In closing, we do not ever want to have anything todo with Rainsoft!! I am demanding that we receive a FULL refund. Please send the full refundto [redacted] & [redacted] at [redacted]. The system hasbeen completely removed and is ready for pick up. The only contact from Rainsoft movingforward is when they are coming to pick up their system.I WILL BE SENDING THIS LETTER TO THE STATES ATTORNEY GENERAL, THE BETTER BUSINESSBUREAU, HOME DEPOT AND ADVISING RAINSOFT CORPORATE.Respectfully,[redacted] & [redacted]
[redacted]
I apologize for my delay in responding, in writing, to the complaint filed by [redacted], I did however contact Home Depot immediately upon receiving the complaint to inquire as to why Mr. [redacted]'s money was not refunded. RainSoft of Greater Columbus is a Service Provider for Home Depot and we...
are able to get customers funded through their credit protocol but must follow their process for funds issued as well as refunds. RainSoft of Greater Columbus refunded Mr. [redacted]'s money on November 18, 2016 through the process that is established by Home Depot. According to our records we did not hear back from Mr. [redacted] that his money was not returned by Home Depot until January 9, 2017 when he filed a complaint with the Revdex.com. I apologize for the delay and understand Mr. [redacted]'s frustration but please understand that RainSoft had done our part in the refunding process, unfortunately there was a disconnect on the part of Home Depot. I have talked with the district manager for Home Depot and it is my understanding that Mr. [redacted] was not only refunded his money but also received a call from Home Depot informing him that it was an error on their part not RainSoft's. If I can be of any additional help please let me know. Kindest regards: [redacted]
On 4/20/2017, I called and spoke with [redacted] and let her know that I would send someone out to her home, at her convenience, to work on her system. I also let [redacted] know that we had tried to reach her on five (5) separate occasions to take care of her issues, on two (2) of the occasions we left...
messages and on the other three (3) calls we were unable to leave a message. I have no records of [redacted] trying to reach us. Under no circumstances do I feel that we ignored a problematic situation but we will make every effort to make sure we get her system in working order.
The following are correspondence emails with [redacted] at Rain Soft regarding the issue of the leak under our kitchen sink into the basement. All systems were removed from our home on 5/12/15. The issue is what damage the leak causes. We are asking that Rain Soft pay for us to...
contact someone of our choice to come into our home to check for water damage. We also ask that they pay for this up front. It has been a week and a half since the leak and if water is sitting under the cabinet the damage could be worse. There are also pictures in this email of the water. [redacted]###-###-#### From: [redacted] To: [redacted]Subject: RE:Date: Wed, 13 May 2015 10:24:25 -0400[redacted],Are you sending someone out to check for water damage under our kitchen sink cabinet as well as possible water damage due to the water leak we had during installation of the reverse osmosis system? [redacted] Date: Tue, 12 May 2015 15:45:49 -0400Subject: Re:From: [redacted]To: [redacted] is coming tomorrow to removeOn Tue, May 12, 2015 at 3:40 PM, [redacted]> wrote:[redacted],When is someone coming to look at the water issue?[redacted] Date: Mon, 11 May 2015 08:44:41 -0400Subject: Re:From: [redacted]To: [redacted]I did get them, thank you. I'll call you this afternoonOn Mon, May 11, 2015 at 7:38 AM, [redacted] wrote:[redacted],I just wanted to make sure you got my email with the pictures of the leak under our sink down into the basement. We have not heard when someone will be out to look for any water damage. Please get back with me when you can. [redacted]###-###-#### From: [redacted]To: [redacted]Subject: Date: Wed, 6 May 2015 13:14:56 -0400[redacted], Attached are the pictures of the water leak that we had under our kitchen sink into the basement. Please let us know when someone will be out to look at the cabinet and issues in the basement. Thank you for your help. [redacted]###-###-####
According to our records RainSoft of Greater Columbus had [redacted] and [redacted] as customers in their home in [redacted]. We installed a EC4-75 (whole house water treatment system) and UF50-T (reverse osmosis drinking system) and an AirMaster (whole house air purification system)on...
September 21, 2011. In March of 2015 one of my service associates call the [redacted] about getting the filters changed on their reverse osmosis system, Mr. [redacted] told us that they were getting ready to move and would be leaving the equipment with the new homeowner. In March of 2016 we went out to the new home of the [redacted] located in [redacted], The [redacted] purchased the same equipment as before, this time with our newer models. When we were installing the new equipment on March 9, 2016 we discovered that due to the configuration of the [redacted] new air duct system we could not install the AirMaster. RainSoft has another air purification product that we sell for the same price, the DFS (Disinfecting Filtration System), we explained that we could switch products for them and the homeowner agreed. RainSoft scheduled an appointment and on March 11, 2016 we returned to the [redacted] home, and installed the DFS. The DFS (information enclosed) is a cabinet unit that sits in a room to purify the air, this unit has been in the [redacted] home for over a year. At no time did the [redacted] ever call us with any questions or concerns with the DFS unit. Th [redacted] did call us concerning a hammering noise that was coming from their lines, on and off over the past year we have been out to the [redacted] home checking on the hammering, we have done a number upgrades to see if we could stop the noise. The [redacted] live in a condo with several attached units and in talked to multiple resources to see what could be causing the hammering we received a number of different possibilities. Recently my service manager stayed with Mr. [redacted] for over two hours after working on the water purification unit waiting to hear the hammering noise, during this time there was still no mention of the DFS or AirMaster. We were unable to identify any problems but we suggested that they have an independent plumber come out to their home, at no charge to them, and we would also have an independent plumber come out to see if they could find out exactly what was going on. Our plumber contacted the [redacted] on May 10, 2017 and set up an appointment for May 17, 2017. On May 17th we received the same letter from the [redacted] as was sent to you, I called Mr. [redacted] immediately and offered to try and work out a solution, including paying off the remainder of his system and disconnecting our equipment, Mr. [redacted] told me that I could speak with his attorney and then hung up the phone. As of today I have not heard from the [redacted] attorney. Under no circumstances did we try to steel, ripoff or commit fraud as suggested in the letter from the [redacted]. I have enclosed information regarding both the AirMaster and the DFS units but was unable to get all of my attachments included and will mail the brochures for your review. Kindest regards Sarah D M[redacted]PresidentPure H2O, Incdba RainSoft of Greater Columbus
I called and left a message for [redacted] this morning and let him know that on Saturday 4/9/16 we emailed out a $40.00 [redacted] gift card ($20.00 for what we owed him and $20.00 as way of an apology). I regret that Mr. [redacted] did not get his gift card in a timely manner but explained that my...
office manager had passed away quite suddenly in March and unfortunately we misplaced his information. As a business, RainSoft emailes approximately $500.00 in [redacted] gift cards weekly and it is important to me that we honor our obligations, this was merely an oversight.
This is the first I have heard that Mrs. [redacted] felt pressure to purchase our product. On 10/17/17 when Terra B[redacted] from our office spoke with Mrs. [redacted] she asked if we could come out to her home and check on their RainSoft products, at no charge, but Mrs. [redacted] apparently disconnected the call, if she was unhappy with our equipment she should have made a request for us to service the equipment. I understand that Mrs. [redacted] is unhappy but it is not our policy to remove equipment that has been in the home for nearly four (4) months. We set Mrs. [redacted] up with her soaps on 9/8/17 and when she called our office on 10/17/17 we explained to her that they had been active since 9/8/2017. If Mrs. [redacted] needs additional help on getting her soaps I can have Liquid Soap Products give her a call. As far as Mrs. [redacted] being approved for $8000.00 through [redacted] I can only respond that they spoke with her on 8/23,2017 and set up the credit and the terms with her personally. Again, I will be more than happy to supply service at no charge for a period of time as well as filters at no charge and if we can assist with the soaps we will be more than happy to.Kindest regards:Sarah D M[redacted]
We are sorry that the [redacted]'s experienced less then stellar customer service.After installing their water system, they experienced a leak. We sentinstaller back out to fix that issue. [redacted] went to their home to assessdamage, Mr. [redacted] also sent pictures. While we were getting specialist to determine any hidden damage, the [redacted]s decided to have system removed.We waived any re-stocking fee that the contract allowed. [redacted] replacedany damaged insulation and said the [redacted]s were now satisfied.
To whom it may concern:My husband and I purchased a Rainsoft System and paid $5,780, which was a lot ofmoney. We didn't have a problem paying the money, but we wanted what we paid for! We area retired couple and trusted Rainsoft to install exactly what we paid for, and what we weresold. After repeated phone calls to Rainsoft, for service, we then began to question the wholecompany. We looked at our paperwork closer and realized we did not receive what wepurchased!!! Selling us your system and not giving us what we paid for is FRAUD!!!I am so upset because we are a retired couple and they thought we wouldn't notice that whatthey installed was not what we purchased!!! They took advantage of us, and that makes mevery upset! Plain and simple, they installed the system and were supposed to install an AirMaster Ultra System that goes through every air duct in my home. Instead, they put a cheap,free standing filter, which only cleans the room it's located in. We purchased the completesystem with the Air Master unit, which we didn't receive. (Shown in the attached pictures)The management at the Rainsoft store should be embarrassed, and ashamed as they tried toSTEAL. RIP OFF. AND COMMIT FRAUD just because we are a retired couple!!! We thought wewere doing business with and ethical company, Rainsoft. We know for a fact, Home Depot is anethical company, who financed our system. In closing, we do not ever want to have anything todo with Rainsoft!! I am demanding that we receive a FULL refund. Please send the full refundto [redacted] & [redacted] at [redacted]. The system hasbeen completely removed and is ready for pick up. The only contact from Rainsoft movingforward is when they are coming to pick up their system.I WILL BE SENDING THIS LETTER TO THE STATES ATTORNEY GENERAL, THE BETTER BUSINESSBUREAU, HOME DEPOT AND ADVISING RAINSOFT CORPORATE.Respectfully,[redacted] & [redacted]
[redacted]