Good Morning ***,I have reviewed the records we have in our computerThey show that we quoted you $+ tax for an Electric Iron Eliminator & Kinetico, Twin Tank, Non Electric 2030s Water Conditioner on 7/16/December of we quoted you a Kinetico Super Kit & 2080F Twin Tank,
Non Electric Iron Filter for $+ TaxWe installed the Super kit and 2080f at that timeOn 4/29/we installed your original *** Softener for $which included all plumbing parts and laborOn 5/19/we returned at no charge to check your system and found that although your water system was working, your well was short cycling. It is recommended that iron systems have routine system check-ups about once every 12-monthsYour system is just about due.As far as manuals go, they are supplied with electric systems because they require timer adjustments and resets based on changes in water usage, water conditions and power outagesThe Kinetico systems, because they are non electric, have no such adjustmentsThere are no adjustments of any kind required to be done by the homeownerOther then adding the regenerate into the regeneration tank, there is nothing else for the homeowner to doI will have the complete data sheet on the 2080f-od mailed out to you. On Monday, 11/10/14, I will check with our service department to see if there is other information that may be in your physical folder that I am not aware ofI will make sure that a manager calls you on Monday to address your concerns.Best Regards,
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments belowRegards,
*** ***
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Good Morning,
I wanted to follow up on ticket number *** In the communication back and forth we were advised of things:
A manual or documentation for our filtration system would be sent to us and that Premier Water would look at the system at no charge, as of today the documentations has not been received
Premier Water called and stated they would look at our appliance at no charge as long as there was something defective or not working correctly. If they will look at it a no charge since it is still under guarantee I will accept that along with the manual Service is recommended after a year or more The appliance will be one year old on December 20th and we will determine at that time if we are in need of the annual service
Thank you again for your time,
***
Regards,
*** ***
Our office called [redacted] today to let her know that we would send someone to her house to review the situation at no charge. Her system is due for a routine service and if we have either overlooked something or done something wrong the work would be done at no charge. She said she would have to talk with her boyfriend because she could not make the decision. I am not really sure what exactly [redacted] is rejecting.
Hi [redacted], Sorry you feel this way. It looks like for 7+ years you were happy with your Kinetico system and Premier.You ARE NOT required and DO NOT require a service call to replace a K5 R/O Membrane. The K5 R/O membrane can be picked up at our shop or mailed just like the Pre & Post filters...
you change now. A few of our client's replace the membrane themselves. If we are servicing other equipment at your home then there is no additional labor charge to replace the membrane.We have been in business 27+ years and have 15,000+ clients. On occasion there are misunderstandings or miscommunications. If you had replaced the K5 R/O membrane, and it did not solve your problem, you would have still of had to pay for it. The last time you had a service call was July 2013. (We had mailed you a set of filters June 2014). 2015 was the year you would have normally had us do your routine system check-up for $295. If we had done this, there would of been no additional charge for us to trouble shoot your K5 R/O to find out why it was not working.Although I do not think your existing filters were defective, like most companies, we replace defective parts once they are returned. For client's like yourself, who can not afford to take a day off from work, we offer first stop or last stop appointments.You should not have to replace any of your other existing equipment. You can use any company you want to service it.
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. I am rejecting the fact that I was offered to have someone come out and service they system for a 25% discount. This product is supposed to be guaranteed? For how long I am not sure but I feel for at least a year you should stand behind your product. I was advised this was what I need to fix the water situation from what was supposed to be an expert with these systems. I do not trust the testing that was done. We will be getting the water tested by a lab. I WAS initially quoted over $5000 for a system with the first visit if you remember then we both fell off our seats the price was changed to what you quoted in your reply. I feel we were taken advantage of but that is no ones fault but our. However you stated this would be guaranteed and it does not seem it is. We do not choose to have you service our product which is I believe our right as a consumer just as when purchasing a car? I am looking for a refund on the instillation of the softner due to the sales person who I was under the impression at that time knew what he was doing telling me that our water was not hard and we did not need to continue putting salt in our [redacted] softer, the quote was not changed when we decided to not have the softer added due to your recommendations. When we called your company to come look at the water situation again we were advised by the plummer the water was not hard due to the filtration treatment. I had to pay an additional 425 for you to come and install the softer after you quoted me an additional $2200.00 to install one of your softers, THUS bringing us back to the initial quote I stated in my first letter of OVER $5000. I think I need to also complain to [redacted] since you sell your product through their credit card and do not even stand by your product as promised.
Regards,
[redacted]
Hi [redacted],It is sometimes difficult to resolve issues either through e-mails or forums without direct two way conversation. If you feel you would like to discuss this further over the phone please feel free to call the office 9:00am - 4:00pm, Monday through Friday and ask for [redacted]. Either way, we are sorry for your disappointment and wish we could have done better for you.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. I am insulted that Premier Water System still maintains that the annual service would have fixed the issue and clearly they have missed the point of my complaint. I do not dispute that a service technician visit for repair or preventive maintenance may have fixed the issue. My complaint was that when I called to buy parts for the system they installed in my home, their staff refused to sell them to me, stating instead that I must have a service technician visit to resolve the issue. While they claim this is a misunderstanding, the misunderstanding was on the part of their staff in their belief that they were not allowed to sell a membrane filter as a service part. Premier Water Systems has two customer service representatives, both experienced team members, and they seemed confident that they understood the company policies when they responded on behalf of the company. For the record, I also agree that my sediment and pre-filter were not defective, I state again that the issue was with my Membrane filter, which Premier Water Systems staff refused to sell me when I called on two occasions to buy it. I didn't ask for anything for free, simply to buy my own service parts. Their staff refused to sell me parts to fix my system on my own, without a service technician and the corresponding $295 fee. It is their job as the employer to make sure their staff is properly trained, and that they understand company policies. I believe they did; that is why they refused even when I told them that their decision meant they would lose a customer as I would now have to buy another company's system if I couldn't get the parts to fix my Kinetico.I had hoped that the Revdex.com would be a good forum to resolve my complaint, but it does not seem to be the case. I opted to buy a new system with new filters for $248 as it was less expensive than paying their mandated $295 service fee. I asked if they would buy the system back so they could fix it for resale, or for reasonable reimbursement of the almost $150 in unusable filters I purchased to cover my loss for their employees misunderstanding and possibly illegal actions. I paid them over $6000 for service and installation between the $4500 install fee paid in September of 2009 and the $636.75 service fee in July of 2013, and this is how they repay their "good" customers who, as they state, were relatively happy with the Kinetico K5 water system and Premier Water Systems service.I will now follow up with the Attorney General's office and will check with the [redacted] Board of Building Regulations and Standards to ensure that its acceptable to install water systems without a permit in [redacted], as none seems to have been pulled to install the system in my home. If no permit is required, I may start my own company with night and weekend service hours, so that I may install and service US Water Systems and Kinetico Brand water systems as this seems to be an under-served market. Water filtration seems to be a lucrative market, so having a focus on my customers should make my company stand out from less customer focused competitors.Thank you Revdex.com for trying to help the consumer.
Regards,
[redacted]
Good Morning ***,I have reviewed the records we have in our computerThey show that we quoted you $+ tax for an Electric Iron Eliminator & Kinetico, Twin Tank, Non Electric 2030s Water Conditioner on 7/16/December of we quoted you a Kinetico Super Kit & 2080F Twin Tank,
Non Electric Iron Filter for $+ TaxWe installed the Super kit and 2080f at that timeOn 4/29/we installed your original *** Softener for $which included all plumbing parts and laborOn 5/19/we returned at no charge to check your system and found that although your water system was working, your well was short cycling. It is recommended that iron systems have routine system check-ups about once every 12-monthsYour system is just about due.As far as manuals go, they are supplied with electric systems because they require timer adjustments and resets based on changes in water usage, water conditions and power outagesThe Kinetico systems, because they are non electric, have no such adjustmentsThere are no adjustments of any kind required to be done by the homeownerOther then adding the regenerate into the regeneration tank, there is nothing else for the homeowner to doI will have the complete data sheet on the 2080f-od mailed out to you. On Monday, 11/10/14, I will check with our service department to see if there is other information that may be in your physical folder that I am not aware ofI will make sure that a manager calls you on Monday to address your concerns.Best Regards,
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments belowRegards,
*** ***
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Good Morning,
I wanted to follow up on ticket number *** In the communication back and forth we were advised of things:
A manual or documentation for our filtration system would be sent to us and that Premier Water would look at the system at no charge, as of today the documentations has not been received
Premier Water called and stated they would look at our appliance at no charge as long as there was something defective or not working correctly. If they will look at it a no charge since it is still under guarantee I will accept that along with the manual Service is recommended after a year or more The appliance will be one year old on December 20th and we will determine at that time if we are in need of the annual service
Thank you again for your time,
***
Regards,
*** ***
Our office called [redacted] today to let her know that we would send someone to her house to review the situation at no charge. Her system is due for a routine service and if we have either overlooked something or done something wrong the work would be done at no charge. She said she would have to talk with her boyfriend because she could not make the decision. I am not really sure what exactly [redacted] is rejecting.
Hi [redacted], Sorry you feel this way. It looks like for 7+ years you were happy with your Kinetico system and Premier.You ARE NOT required and DO NOT require a service call to replace a K5 R/O Membrane. The K5 R/O membrane can be picked up at our shop or mailed just like the Pre & Post filters...
you change now. A few of our client's replace the membrane themselves. If we are servicing other equipment at your home then there is no additional labor charge to replace the membrane.We have been in business 27+ years and have 15,000+ clients. On occasion there are misunderstandings or miscommunications. If you had replaced the K5 R/O membrane, and it did not solve your problem, you would have still of had to pay for it. The last time you had a service call was July 2013. (We had mailed you a set of filters June 2014). 2015 was the year you would have normally had us do your routine system check-up for $295. If we had done this, there would of been no additional charge for us to trouble shoot your K5 R/O to find out why it was not working.Although I do not think your existing filters were defective, like most companies, we replace defective parts once they are returned. For client's like yourself, who can not afford to take a day off from work, we offer first stop or last stop appointments.You should not have to replace any of your other existing equipment. You can use any company you want to service it.
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. I am rejecting the fact that I was offered to have someone come out and service they system for a 25% discount. This product is supposed to be guaranteed? For how long I am not sure but I feel for at least a year you should stand behind your product. I was advised this was what I need to fix the water situation from what was supposed to be an expert with these systems. I do not trust the testing that was done. We will be getting the water tested by a lab. I WAS initially quoted over $5000 for a system with the first visit if you remember then we both fell off our seats the price was changed to what you quoted in your reply. I feel we were taken advantage of but that is no ones fault but our. However you stated this would be guaranteed and it does not seem it is. We do not choose to have you service our product which is I believe our right as a consumer just as when purchasing a car? I am looking for a refund on the instillation of the softner due to the sales person who I was under the impression at that time knew what he was doing telling me that our water was not hard and we did not need to continue putting salt in our [redacted] softer, the quote was not changed when we decided to not have the softer added due to your recommendations. When we called your company to come look at the water situation again we were advised by the plummer the water was not hard due to the filtration treatment. I had to pay an additional 425 for you to come and install the softer after you quoted me an additional $2200.00 to install one of your softers, THUS bringing us back to the initial quote I stated in my first letter of OVER $5000. I think I need to also complain to [redacted] since you sell your product through their credit card and do not even stand by your product as promised.
Regards,
[redacted]
Hi [redacted],It is sometimes difficult to resolve issues either through e-mails or forums without direct two way conversation. If you feel you would like to discuss this further over the phone please feel free to call the office 9:00am - 4:00pm, Monday through Friday and ask for [redacted]. Either way, we are sorry for your disappointment and wish we could have done better for you.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. I am insulted that Premier Water System still maintains that the annual service would have fixed the issue and clearly they have missed the point of my complaint. I do not dispute that a service technician visit for repair or preventive maintenance may have fixed the issue. My complaint was that when I called to buy parts for the system they installed in my home, their staff refused to sell them to me, stating instead that I must have a service technician visit to resolve the issue. While they claim this is a misunderstanding, the misunderstanding was on the part of their staff in their belief that they were not allowed to sell a membrane filter as a service part. Premier Water Systems has two customer service representatives, both experienced team members, and they seemed confident that they understood the company policies when they responded on behalf of the company. For the record, I also agree that my sediment and pre-filter were not defective, I state again that the issue was with my Membrane filter, which Premier Water Systems staff refused to sell me when I called on two occasions to buy it. I didn't ask for anything for free, simply to buy my own service parts. Their staff refused to sell me parts to fix my system on my own, without a service technician and the corresponding $295 fee. It is their job as the employer to make sure their staff is properly trained, and that they understand company policies. I believe they did; that is why they refused even when I told them that their decision meant they would lose a customer as I would now have to buy another company's system if I couldn't get the parts to fix my Kinetico.I had hoped that the Revdex.com would be a good forum to resolve my complaint, but it does not seem to be the case. I opted to buy a new system with new filters for $248 as it was less expensive than paying their mandated $295 service fee. I asked if they would buy the system back so they could fix it for resale, or for reasonable reimbursement of the almost $150 in unusable filters I purchased to cover my loss for their employees misunderstanding and possibly illegal actions. I paid them over $6000 for service and installation between the $4500 install fee paid in September of 2009 and the $636.75 service fee in July of 2013, and this is how they repay their "good" customers who, as they state, were relatively happy with the Kinetico K5 water system and Premier Water Systems service.I will now follow up with the Attorney General's office and will check with the [redacted] Board of Building Regulations and Standards to ensure that its acceptable to install water systems without a permit in [redacted], as none seems to have been pulled to install the system in my home. If no permit is required, I may start my own company with night and weekend service hours, so that I may install and service US Water Systems and Kinetico Brand water systems as this seems to be an under-served market. Water filtration seems to be a lucrative market, so having a focus on my customers should make my company stand out from less customer focused competitors.Thank you Revdex.com for trying to help the consumer.
Regards,
[redacted]