Homan Concrete & Contracting Services, LLC

We are responding to Mrs*** complaintMrs. *** bought a water treatment system, reversed osmosis unit, and a UV system for her houseOn 10/11/2014We installed the unit on 3/24/15. Upon leaving the location our technician make sure all the equipment that they installed
was working correctlyAfter the installed was completed, At no time Mrs *** call our office to let us know there was a problem with any of the unit that was installed on 3/24/On 3/28/year later, our office contact Mrs*** for her annual maintenance for the units she bought and give her a break down on all the cost, she agreed to the cost and set the service for 4/11/16. The price Mrs*** was quoted for the softener system, RO unit and the UV bulbEach piece of the equipment has a separate chargeOn 4/5/when our technician arrived to start the service on the unit he noticed that the connection to the refrigerator was disconnected and stated that to Mrs*** at that time he stated that it will be additional to connect the line back to the refrigerator and it will be an additional cost, because someone has tampered with itat that point Mrs*** got was very angry and verbally abuse the technician and ask him to leave the property, if he don't she will call the police and have him removed, our company are willing to work with Mrs*** to get this situation resolvedOur technician do not feel its safe for then to go back on Mrs*** propertyShe accuses our technician of cursing her, our company do not feel it is safe for our technician to go back on Mrs *** propertyThe unit is in use for over one year, our company do not sell used equipment and cannot remove or give Mrs.*** a refund for the unit, We apologize for any inconvenience it may cause you and hope this matter resolved

[redacted]   In 2014 [redacted] purchased a Puronics water treatment system and a R/O unit from us for ½ the price it’s usually sold for. The salesman gave him a very good deal for the system, he decided to purchase,  also one of our top of the line system. He is now...

complaining about over charging him, although there had been zero complaints over the amount he was charged for his Puronics water treatment systems until January 2018.    Manufacture  are required to have filter change every 12 to 18 months (depending on the quality of their water). This information is in the Puronics owner’s manual, which [redacted] was given when his system was installed in September of 2014.   Here is a timeline we have with [redacted]. Water Treatment System   ·      In 9/14, both units were installed. We did a follow up call to [redacted] after both his Puronics water treatment systems were installed and he had no complaints or concerns.   ·      In 10/15, we did a reminder call and asked if he was ready to schedule service for his R/O and water treatment system, he refused service and said he would call us when he was ready to go through with service.   ·      In 2/16, [redacted] called to schedule service for his water treatment systems, again at the time he did not express any concern or compliant about his systems. [redacted] asked us to give him a discount on the service that was scheduled in 2/16. A 10% discount was applied on that service. The cost for that service was $466.72 (10% discount included).   ·      In 8/17, service was done on both units, which he asked for a discount again. We went above and beyond to make [redacted] happy as we gave him the discount. At this service our technician also did additional work at no charge for [redacted]. Which was a value of $295.00.   ·      In 1/18, [redacted] called our office and stated that the systems meter was busted due to the freeze we had in January 2018. [redacted] asked us to replace the meter, so we gave him an estimation to replace and install the new meter, as Puronics warranty does not cover it. He was very unhappy with the estimation he was given. [redacted] then called the manufacturer and they sent [redacted] a new meter for FREE. At that time the manufacturer explained to [redacted] that he will be responsible for the cost to install the new meter. [redacted] called our office requesting us to install his new meter that the manufacturer sent him, we gave him the price to have the new installed and HE REFUSED TO PAY US TO INSTALL THE NEW METER). We then offered to charge him ONLY for service call, he REFUSED that too. He then stated that he would blast our company on line and give us a bad review, (all because [redacted] didn’t want to pay for a service call).     We feel we did our best to make [redacted] happy, as we worked with his requests in giving him discounts every time we did service for him. We worked with him on lowering the installation of his meter to just a service call and [redacted] still refused.               We are unable to comply with [redacted]’s request. [redacted] had the R/O and whole house water system for over 3 years without any problems or complaints.   [redacted] is welcome to have any company of his choosing to install the meter and service his R/O unit and water treatment system in the future.   Basically he wants our company to perform all the work for FREE  Sincerely Yours

Mrs. [redacted] ,I am sorry to hear that you are less than satisfied with your most recent purchase with Prostar Water Inc. As a local business we strive in constantly improving our customer service satisfaction. I assure you,  being in business for 25 plus years has given us the opportunity to...

better ourselves everyday. We pride ourselves with more than 200 positive reviews on numerous websites on both our product and customer service, so your dis-concern is our top priority. Your file indicates our certified technician visited your home afteryou voiced your complaint of your system not functioning properly . His professional evaluation on 12/21/2015 indicated your system was with out power due to wiring being chewed completely through by rodents of some sort. At that point in time, technician did recommend his experienced opinion and offer 3 separate options to solve your difficult situation. 1. re-rout wire through attic ( at additional cost) 2. run conduit (at additional cost )3. Customer may provide with labor and Prostar Water will then provide the re-wire (lowest cost)Service was scheduled 1/13/2016 and refused all together . We regret to inform you Prostar Water is not liable for damages caused by third parties .Please let us know If there is anything else we can do to rectify the situation we our deeply sorry for your unfortunate experience.

Complaint: [redacted]
I am rejecting this response because:It is obvious that whoever wrote the businesses' response never spoke to me. First of all, they did not contact me for yearly service, the first year was not even up yet. I contacted them for warranty work because my unit has an alarm going off, I have my cell phone record that indicates this.  When I spoke with the receptionist she advised me that my year would be coming up in about a month and wanted to know if I wanted to go ahead and schedule my yearly service at that time, which I did.  When I spoke with receptionist I asked her what the charge for my yearly service would be, she told me $600,  I told her that this was double what they had told me my yearly service would be when I purchased the units.  The lady told me that because I had the RO system and all the other units that it would be $600, at which time I told her ok.  When the technician arrived he went to my kitchen sink and within 2 minutes starting saying that it was not hooked up, I explained that my house was brand new and that his company had actually hooked up the RO unit, he was so rude and started saying that we had tampered with the pipes.  I told him that that did not make sense, my house is brand new and the reason we had purchased the unit in the first place was because I have a severally handicapped child who needs purified water. He said that he would have to call his office.  We went out to our garage where the main unit is and he took the covers all off and said something about the reason the alarm was going off was the part of the unit that took care of the bacteria needed to be repaired, he told us to wait a minute so he could call his office and see how much it was going to cost. When he got off of the phone he said "they are going to pull the receipt from when the unit was installed to find out if you tampered with the pipes", I again told him that no one had tampered with the pipes and he told me he thought I was lying. Because this was the same technician who had been to my house once before my unit had been installed and had smelled of alcohol, I did call the companies office at that time and requested that they not send him back to my home because of this.  I was frightened of what he might do so  I then told him to leave my property.  After I told him to leave my house he started talking very loudly so I did tell him to leave my property or I would call the police.  Anyone with any common sense would know that I would not tamper with a system that I had just paid over $6000 for and that I would not call for warranty service and then make the technician leave without performing the work needed.  I bought a system from the company because I thought they were reputable but when I call for warranty work they will not honor their contract.  So if this company would start off lying by saying they had called me to perform my yearly service and that I had not called them at all, how can anyone believe anything they say.  I purchased this unit WITH a warranty and the assurance that yearly service would be performed to keep the unit working satisfactorily.  I am aware that this company does not sell used units but they need to honor the warranties on the faulty units that they collect the money for.  They did not mind coming to my home when they wanted to collect $6300 for a system that did not last 1 year before acting up. I am asking one last time for my system to be repaired or refund my money.If you need a copy of my cell phone record to prove they lied about them initiating the call about my system, I would be more than glad to supply that to you.
Regards,
[redacted]