Integrity Building Solutions

I just wanted to update you on the status of this complaint I have been in direct contact with [redacted] since the complaint was submitted I apologized for our company not responding to him and assured him that I will be his point of contact moving forward I have specifically been hired to handle the customer service staff issues that have resulted in this unfortunate problem I sent a technician to his home on September 26th to test the 20" water filter and the details of that meeting are listed below It appears that the cartridge got a hairline fracture around the time he had and outside vendor test his water since, water pressure alone does not cause the ceramic to crack We replaced the damaged filter cartridge with a new one at no additional cost even though the filter cartridge was in working condition at the install [redacted] stated that he is not happy with the shower filter we installed because it does not allow him to use his "rain shower head" that he spent a lot of money on I explained that we will remove the shower head and reinstall his previous one I presented him with options that our company is offering him to resolve this current situation and he chose Option 1:Hi [redacted] ,Thank you for sending me your choice of Option 1--to stay with the 20" water filter and receive the gallon container of All Purpose Cleaner that you can refill for years.Now that you have made your decision, We/Ultra Pure can now contact Time Payment regarding the your leaseSince Time Payment owns the product and the lease, it is our goal to try and reach a resolution with Time Payment (that they agree on) regarding payment for the shower filterOnce Time Payment agrees, Ultra Pure will pay Time Payment for the balance of the lease on the Shower Filter and we can then schedule to un-install the Ultra Pure Shower filter and re-install your 'Rain' shower filter.To address your statement that products were not working for the time they were installed, I would like to clarify the accuracy of this:Our installer checks the equipment prior to installation and immediately after installation (water testing included) to ensure that the unit is working properlySomewhere between the installation on March 8, and your having the water retested on August 24, 2015, the unit got a hairline fracture in the ceramicThis cannot be caused by water pressure aloneIt can only occur by bumping/hitting or dropping the ceramicSo we can conclude that the unit was working up until August 24, We have sold thousands of water filters and this is not a common problem that we experience at allWe sent Carlos our water technician, on September 26, 2015, to test your current filterHe confirmed that the filter tested positive for chlorine and the pH was due to the hairline fracture in the ceramicHe replaced your damaged water filter cartridge with a new one and he tested the new cartridgeIt tested negative for chlorine and the pH was almost The shower filter has always been working, you were just not happy with the unit and how it was installed.We can reimburse you payments of $for August and September from the time we concluded the damage occurred and we corrected the problem for the 20"Please, again, keep in mind that Ultra Pure still has to payoff your lease for the shower filter for youAs an additional courtesy, we have also given you a gallon container of All Purpose Cleaner that is refillable for yearsThat is a $value! We will be helping you save $per month on having to buy household cleaners($575/months remaining = $11)So when you look at it, that $savings you are receiving means you are actually paying $per month for the filter.I will be contacting Time Payment today to finalize this issue ASAP!Warmest Regards, [redacted] I have contacted Time Payment because they are the company who [redacted] has the contract with They own the product and the lease (financing) so I cannot do anything else upon their approval I have submitted a request today for Time Payment to consider and the request submitted is as follows (this request has not been discussed with [redacted] ):"I wanted to propose that Ultra Pure refund Time Payment $minus the payments ($+tax) you received from [redacted] Re-book a new contract for $+tax per month for months to [redacted] and Ultra Pure refunds [redacted] payments of $+tax."Once, I hear from Time Payment and what terms they agree to, I can contact [redacted] and move forward!!!

Complaint: I am rejecting this response because: the business has not finalized any decisionsThey sent a representative to my house who tested my waterThe tests that the representative did showed that the water filtration was not working because there was a crack in the filterI have attached a photo sent to me by the representative that shows the water had chlorine in it, and was not working properlyI have been paying for this system for monthsThe representative also informed me that the systems that were sold to me were not appropriate for my house because they did not solve the issues that I wanted correctedHe also stated that the original salesperson should have come two weeks after the initial install to retest the water to make sure that everything was working correctlyThis never happenedA customer service representative did contact me after this and offered me options which we are currently trying to work out the detailsHowever, since I am still waiting to hear from the company, and I have experienced such horrible customer service in the past, I am do not feel comfortable accepting the response at this time [redacted]

We contacted our customer, *** ***, yesterday September 21st, He agreed to letting us send the technician to his home, to check the filtersHe also agreed to letting us send a representative to re-test his waterThese services are taking place on Saturday, September 26th, at
around 9-9:30am.If you have any questions for us, please do not hesitate to contact me through this email or by calling our office at ###-###-#### ext# ***.We will keep you updated with any further information

We appreciate feedback from our clients and strive to do our best in all areas of customer service. However, we are a small business and we do not have multiple people in our customer service department-- we only have one. For this reason, our recorded phone message when contacting
customer service asks that our clients leave a voicemail or contact us via email, if we are assisting other clients on the phone. I contacted Ms***s today and asked her the details of her attempts to contact us. She explained that she called our phone number and entered #prompt to be connected to customer service. She stated she only heard music and no one actually picked up the phone. In mimicking her scenario, I found that the phone prompt #5, which should connect a client directly to customer service is not working....the phones do not ring. So we would not know that any customer is trying to reach us. We are in the process of having this problem corrected and explained that it was not anything we did to Ms***s intentionally. I also advised her that her water filter cartridge will be shipped at the end of the week as we are waiting for our shipment to arrive. Her replacement filter is due in August and she will receive it in August :) We appreciate Ms***'s support of small businesses and appreciate her feedback regarding the phone system : )

We serviced both *** and *** *** on November 17, at 6:pm. The technician retested the water to address the customer's complaint of 'build-up'. Buithat could occur would be from sediment (hard water). The water re-tested at grains of hardness, which is not
considered 'hard water'. According to Water Quality Association standards, soft: 0-grains per gallon (gpg),moderate: 3.5-gpg,hard: 7.0-gpg, and very hard: over gpg. The WH unit the *** have installed addresses hardness levels between 4-grains of hardness. The unit is a water filtration system that will provide a 'softening-effect' because of the magnatration within the filterAs a courtesy, we have scheduled our Installer and technician to show *** *** how to backwash the WH unit on Monday, November 23, at 5:pm. This will allow *** *** to backwash unit at his determined frequency. We also addressed the issue of the soaps not lasting years with the customer. It was explained that the year supply (bars) the *** received is the standard amount issued from the manufacturer based on standard usage. They stated they went through bars of soap in months....they would have had to use bars per month to go through a year supply. As a courtesy we gave them an additional year supply of bar soaps and explained that they should keep the bars away from a 'constant water drip' or from them sitting in a puddle of water. The bars will degrade faster otherwise. The customer stated they would contact the Revdex.com to let them know the issue is resolved

We contacted [redacted] on March 8, 2016 as soon as complaint was posted.  I apologized for no one getting back to her.  When I approached the customer service rep who handled her initial call, she admitted dropping the ball.  [redacted] explained her issues she was having with the...

shower filter and the water purification filter 'faucet'.  I advised her to send me pictures and that I would like to send her original rep out to physically re-test the water.  This would help us determine if the shower filter cartridge is defective and we could replace it for her.  As for the filter faucet at the sink, we would need to physically look at it to determine what is creating the green residue.  [redacted] graciously agreed and asked if we could send someone as soon as possible.  Her original rep contacted [redacted] the same day and got her voicemail.  I followed up with [redacted] again on March 9, 2016 to confirm if she was able to schedule the appointment with the original rep at Marilyn's convenience and I did not hear back from her.  However, the rep received a text message from [redacted] on Thursday, March 10, 2016 that she had come down with the flu and asked if the rep was available to stop by Friday or Saturday (3/11-3/12).  The rep scheduled to see [redacted] on Saturday, March 12, 2016 to test her shower filter and look at the filter faucet.  The rep cancelled her appointments to meet [redacted] on Saturday.  [redacted] called the rep and said that she was moving to Cliffside Park from Sparta (has high sediment issues) and that she's probably not going to have the same problem with the filters in her new location and rep could test then.  On Monday, March 14, 2016, [redacted] sent a text to our rep stating that 'she has moved already' and wanted to know if there was a way to have us uninstall from old address and re-install to new address.  We contacted [redacted] via text on Tuesday, March 15, 2016 to try and schedule this for her as a courtesy and her fiancee called me back and left a voicemail.  [redacted] also text me that I can speak with her fiancee as she is swamped with work.  I returned his call and gave him my personal cell# to contact me up until 11 pm that evening.  I did not hear from him.  My last text message to [redacted] was yesterday and the company has aggressively been trying to resolve this issue.  We will continue to try and connect with them both!

Complaint: 10803798
I am rejecting this response because: the business has not finalized any decisions. They sent a representative to my house who tested my water. The tests that the representative did showed that the water filtration was not working because there was a crack in the filter. I have attached a photo sent to me by the representative that shows the water had chlorine in it, and was not working properly. I have been paying for this system for 6 months. The representative also informed me that the systems that were sold to me were not appropriate for my house because they did not solve the issues that I wanted corrected. He also stated that the original salesperson should have come two weeks after the initial install to retest the water to make sure that everything was working correctly. This never happened. A customer service representative did contact me after this and offered me 3 options which we are currently trying to work out the details. However, since I am still waiting to hear from the company, and I have experienced such horrible customer service in the past, I am do not feel comfortable accepting the response at this time.  
[redacted]

I just wanted to update you on the status of this complaint.  I have been in direct contact with [redacted] since the complaint was submitted.  I apologized for our company not responding to him and assured him that I will be his point of contact moving forward.  I have specifically been hired to handle the customer service staff issues that have resulted in this unfortunate problem.  I sent a technician to his home on September 26th to test the 20" water filter and the details of that meeting are listed below.  It appears that the cartridge got a hairline fracture around the time he had and outside vendor test his water since, water pressure alone does not cause the ceramic to crack.  We replaced the damaged filter cartridge with a new one at no additional cost even though the filter cartridge was in working condition at the install. [redacted] stated that he is not happy with the shower filter we installed because it does not allow him to use his "rain shower head" that he spent a lot of money on.  I explained that we will remove the shower head and reinstall his previous one.  I presented him with 3 options that our company is offering him to resolve this current situation and he chose Option 1:Hi [redacted],Thank you for sending me your choice of Option 1--to stay with the 20" water filter and receive the 5 gallon container of All Purpose Cleaner that you can refill for 5 years.Now that you have made your decision, We/Ultra Pure can now contact Time Payment regarding the your lease. Since Time Payment owns the product and the lease, it is our goal to try and reach a resolution with Time Payment (that they agree on) regarding payment for the shower filter. Once Time Payment agrees, Ultra Pure will pay Time Payment for the balance of the lease on the Shower Filter and we can then schedule to un-install the Ultra Pure Shower filter and re-install your 'Rain' shower filter.To address your statement that products were not working for the time they were installed, I would like to clarify the accuracy of this:Our installer checks the equipment prior to installation and immediately after installation (water testing included) to ensure that the unit is working properly. Somewhere between the installation on March 8, 2015 and your having the water retested on August 24, 2015, the unit got a hairline fracture in the ceramic. This cannot be caused by water pressure alone. It can only occur by bumping/hitting or dropping the ceramic. So we can conclude that the unit was working up until August 24, 2015. We have sold thousands of water filters and this is not a common problem that we experience at all. We sent Carlos our water technician, on September 26, 2015, to test your current filter. He confirmed that the filter tested positive for chlorine and the pH was 7.8 due to the hairline fracture in the ceramic. He replaced your damaged water filter cartridge with a new one and he tested the new cartridge. It tested negative for chlorine and the pH was almost 9. The shower filter has always been working, you were just not happy with the unit and how it was installed.We can reimburse you 2 payments of $36 for August and September from the time we concluded the damage occurred and we corrected the problem for the 20". Please, again, keep in mind that Ultra Pure still has to payoff your lease for the shower filter for you. As an additional courtesy, we have also given you a 5 gallon container of All Purpose Cleaner that is refillable for 5 years. That is a $575 value! We will be helping you save $11 per month on having to buy household cleaners($575/54 months remaining = $11). So when you look at it, that $11 savings you are receiving means you are actually paying $25 per month for the filter.I will be contacting Time Payment today to finalize this issue ASAP!Warmest Regards,[redacted]I have contacted Time Payment because they are the company who [redacted] has the contract with.  They own the product and the lease (financing) so I cannot do anything else upon their approval.  I have submitted a request today for Time Payment to consider and the request submitted is as follows (this request has not been discussed with [redacted]):"I wanted to propose that Ultra Pure refund Time Payment $2122.45 minus the 5 payments ($56 +tax) you received from [redacted].  Re-book a new contract for $36 +tax per month for 60 months to [redacted] and Ultra Pure refunds [redacted] 5 payments of $36 +tax."Once, I hear from Time Payment and what terms they agree to, I can contact [redacted] and move forward!!!