ICON Water Specialties

Additional Follow Up Response from [redacted] @ ICON Water Specialties Case ID # [redacted] Complainant’s Charge 1: Response: The serial number as provided by the OEM, Performance Water Products is SN [redacted] and is labeled on the equipment in a conspicuous place for the customer’s recordAdditionally, ICON provides professional warranty service on all equipment it installs, with or without a serial numberComplainant’s Charge 2: Response: Before the installation, the customer was so concerned that the soft water would feel too slippery, “like I can’t get the soap off” when showeringI suggested that we install an ‘External In-line Mixing Valve’ that would allow him to adjust the “feel-of-the-water” to his likingHe thought that was a great ideaSee # PWP Invoice for said ‘External In-line Mixing Valve’ICON did not charge the customer for this upgraded feature, a $ValueNote: this ‘External In-line Mixing Valve’ is an aand an exclusive feature of the Clack WS control valve on the water softener system built by OEM PWPThe other brand the customer has referenced does not offer this upgraded feature, because it does not exist See attached documents in chronological order of occurrence with annotations as needed# Proposal # 3M Branded Equipment (customer declined)# Proposal # PWP Branded Equipment (customer accepted) # Signed Rental Agreement Note: the line drawn thru the Rental Agreement is for internal filing purposes only and designates a voided agreement caused by conversion from a rental to a purchase# Performance Water Products Invoice to ICON Note: Information lists ICON Purchase Date, Customer PO Halpern and Description of Equipment, all matching the transaction documentation# ICON Work Order Note: The Work Order contains a description of the equipment installed, the date and the signature of the customer acknowledging the satisfactory completion of the work# ICON Paid Customer Invoice showing a reduction in the final price Complainant’s Charge 3: Resolved (see Response to Complainant’s Charge above) Complainant's Charge 4: I stand by my original response attached herein: I told [redacted] R that any water softener issues would be resolved by virtue of the written manufacturer's warrantyUnder the terms of the warranty, parts and media are covered and all service calls and labor are not coveredA simple water softener service for the 5-month-old system, that included a water analysis, equipment inspection, re-programing (if needed) a cleaning and sanitizing, (Not a free service) would have remedied [redacted] R's alleged softener issuesTo be clear, this is why we have written warranties I would add, "basic industry practices" are subject to interpretation and opinionWe do not base our company policies on loosely worded and defined phraseology like "basic industry practices" or the opinions of other companiesRather, we default to the written warrantyThis protects both the customers and the vendor as well.In response to the complainant's final comments:Paragraph #1, all of his charges have now been thoroughly addressed.Paragraph #2, it is simply not true that I called "the manufacturer to try to stop them from helping" the customer outthe fact is, I did ask the two principals of PWP if they knew of him or had spoken to him regarding the matterThey denied bothThey also denied shipping replacement media or reimbursing for media and told me "they do not have an authorized dealer in SD county." Additionally, I never claimed to be the "only authorized dealer in the area"This is a lie, or at the very least, a misinterpretation of what I stated.Further, I would respectfully ask the customer to provide the Revdex.com with the names and dates of who he claims to have spoken with at PWP regarding the matter and share this with meThis will help us to validate his claims and resolve the matter completely.Paragraph #&are without merit, irrelevant to this matter and unworthy of a response.It is my conclusion, the customer received exactly what he contracted to receiveIt is my opinion that the customer has experienced Buyer's Remorse, motivated by his unwillingness to accept the terms of the manufacturers warranty i.e.: pay the $warranty service call fee to resolve his water softener issues.The principal I spoke with recently at PWP suggested that I set up a conference call with the customer, myself and PWP to discuss, clarify and resolve the matterI would like to personally extend this offer as well to the customerIf the customer is willing, please provide me with a potential days and times for the call to be conductedI will try to arrange accordingly

February 08,2018ICON Water SpecialtiesI appreciate the opportunity to respond to one complaint in years of business.Initially, [redacted] R decided to rent the equipment to see how he liked itNo 'owner's manual' or 'warranty card' are issued to the renter since it is a rental and ownership remains with the companyAll service and warranty issues are handled free-of-charge to the renter during the term of the rental agreementAfter about days, [redacted] R decided he "liked the equipment and wanted terminate the rental agreement and purchase the equipment", which then made him an ownerAs soon as the oversight was brought to my attention, that he did not receive the needed paperwork upon converting from rental to purchase, I immediately sent the paperwork to him that same dayAdditionally, the manufacturer's serial number is on the equipmentI told [redacted] R that any water softener issues would be resolved by virtue of the written manufacturer's warrantyUnder the terms of the warranty, parts and media are covered and all service calls and labor are not coveredA simple water softener service for the 5-month-old system, that included a water analysis, equipment inspection, re-programming (if needed) a cleaning and sanitizing, (Not a free service) would have remedied [redacted] R's alleged softener issueTo be clear, this is why we have written warranties.When I discussed the issue with the president and vice president of the manufacturing company (OEM), they told me I handled it correctly, according to their written warrantyThey denied speaking with [redacted] R, or covering the cost of the replacement media, and stated they have no other authorized installers in SD County

Additional Follow Up Response from [redacted] @ ICON Water Specialties Case ID # [redacted] Complainant’s Charge 1: Response: The serial number as provided by the OEM, Performance Water Products is SN [redacted] and is labeled on the equipment in a conspicuous place for the customer’s record. Additionally, ICON provides professional warranty service on all equipment it installs, with or without a serial number. Complainant’s Charge 2: Response: Before the installation, the customer was so concerned that the soft water would feel too slippery, “like I can’t get the soap off” when showering. I suggested that we install an ‘External In-line Mixing Valve’ that would allow him to adjust the “feel-of-the-water” to his liking. He thought that was a great idea. See # 4 PWP Invoice for said ‘External In-line Mixing Valve’. ICON did not charge the customer for this upgraded feature, a $50.00 Value. Note: this ‘External In-line Mixing Valve’ is an add-on and an exclusive feature of the Clack WS  125 control valve on the water softener system built by OEM PWP. The other brand the customer has  referenced does not offer this upgraded feature, because it does not exist.  See attached documents in chronological order of occurrence with annotations as needed. # 1 Proposal # 1 3M Branded Equipment (customer declined)# 2 Proposal # 2 PWP Branded Equipment (customer accepted) # 3 Signed Rental Agreement Note: the line drawn thru the Rental Agreement is for internal filing purposes only and designates a voided agreement caused by conversion from a rental to a purchase. # 4 Performance Water Products Invoice to ICON Note: Information lists ICON Purchase Date, Customer PO Halpern and Description of Equipment, all matching the transaction documentation. # 5 ICON Work Order Note: The Work Order contains a description of the equipment installed, the date and the signature of the customer acknowledging the satisfactory completion of the work. # 6 ICON Paid Customer Invoice showing a reduction in the final price Complainant’s Charge 3: Resolved (see Response to Complainant’s Charge 1 above) Complainant's Charge 4: I stand by my original response attached herein:  I told [redacted] R that any water softener issues would be resolved by virtue of the written manufacturer's warranty. Under the terms of the warranty, parts and media are covered and all service calls and labor are not covered. A simple water softener service for the 5-month-old system, that included a water analysis, equipment inspection, re-programing (if needed) a cleaning and sanitizing, (Not a free service) would have remedied [redacted] R's alleged softener issues. To be clear, this is why we have written warranties.  I would add, "basic industry practices" are subject to interpretation and opinion. We do not base our company policies on loosely worded and defined phraseology like "basic industry practices" or the opinions of other companies. Rather, we default to the written warranty. This protects both the customers and the vendor as well.In response to the complainant's final comments:Paragraph #1, all 4 of his charges have now been thoroughly addressed.Paragraph #2, it is simply not true that I called "the manufacturer to try to stop them from helping" the customer out. the fact is, I did ask the two principals of PWP if they knew of him or had spoken to him regarding the matter. They denied both. They also denied shipping replacement media or reimbursing for media and told me "they do not have an authorized dealer in SD county." Additionally, I never claimed to be the "only authorized dealer in the area". This is a lie, or at the very least, a misinterpretation of what I stated.Further, I would respectfully ask the customer to provide the Revdex.com with the names and dates of who he claims to have spoken with at PWP regarding the matter and share this with me. This will help us to validate his claims and resolve the matter completely.Paragraph #3 &4 are without merit, irrelevant to this matter and unworthy of a response.It is my conclusion, the customer received exactly what he contracted to receive. It is my opinion that the customer has experienced Buyer's Remorse, motivated by his unwillingness to accept the terms of the manufacturers warranty i.e.: pay the $129 warranty service call fee to resolve his water softener issues.The principal I spoke with recently at PWP suggested that I set up a conference call with the customer, myself and PWP to discuss, clarify and resolve the matter. I would like to personally extend this offer as well to the customer. If the customer is willing, please provide me with a 3 potential days and times for the call to be conducted. I will try to arrange accordingly.

February 08,2018ICON Water SpecialtiesI appreciate the opportunity to respond to one complaint in 34 years of business.Initially, [redacted] R decided to rent the equipment to see how he liked it. No 'owner's manual' or 'warranty card' are issued to the renter since it is a rental and ownership remains...

with the company. All service and warranty issues are handled free-of-charge to the renter during the term of the rental agreement. After about 30 days, [redacted] R decided he "liked the equipment and wanted terminate the rental agreement and purchase the equipment", which then made him an owner. As soon as the oversight was brought to my attention, that he did not receive the needed paperwork upon converting from rental to purchase, I immediately sent the paperwork to him that same day. Additionally, the manufacturer's serial number is on the equipment. I told [redacted] R that any water softener issues would be resolved by virtue of the written manufacturer's warranty. Under the terms of the warranty, parts and media are covered and all service calls and labor are not covered. A simple water softener service for the 5-month-old system, that included a water analysis, equipment inspection, re-programming (if needed) a cleaning and sanitizing, (Not a free service) would have remedied [redacted] R's alleged softener issue. To be clear, this is why we have written warranties.When I discussed the issue with the president and vice president of the manufacturing company (OEM), they told me I handled it correctly, according to their written warranty. They denied speaking with [redacted] R, or covering the cost of the replacement media, and stated they have no other authorized installers in SD County.