Orenco Systems Inc

Good Day, After Orenco received the complaint from the Revdex.com, a follow up occurred on August 5 with the following results:1. The UV bulb burnt up in less than 6 months which was indicated as the problem to start back in early 2012.2. The circuit breaker for the UV light was turned off under guise that 13 parts per (?) , was within the threshold for summer discharge 3. Orenco in response to the demand of another 5 yr warranty free of charge because of substandard electrical gauge wiring (which causes power serge's in the 2010 built home),  wires melting in circuit panel box (and have more oxidation than those pictures taken in December 2014),  has sent a letter dated August 19, indicating that the yearly contract price will increase from $ 200 per year to $ 250 - asserting increased cost for materials, WPCF permit requirements, fees, etc.; and kindly reminded that next month the system is to be serviced.Because of the beyond extreme heat conditions, the time in which this, these, and those original complaint issues can not be corrected until the warranty expires. This is unacceptable because it was indicated that this system electrical components are prone to failure and should have been replaced without question. Instead, in 2012, only part of the electrical components were replaced, and, the standing position of substandard wiring from the junction box to the circuit panel not confirmed until December 2014. I called county permits for electrical wiring and I believe I was informed that company that did the wiring was [redacted], a sewage disposal service, an Orenco subcontractor at that time of construction in 2010. If per chance, I was misinformed, the simple fact that Orenco's electrician has to approve  system wiring specs for proper functioning operations leads me believe that Orenco should have known that that substandard wiring from the junction box to the circuit panel would cause problems. This concept is no different than over clocking a computer, or running a laptop on a reduced energy supply - things start shutting down or slowly burn up because other components have to work harder generating a higher heat threshold.Thank you taking the time energy effort and valuable resources in reading these additional comments. I hope we can work to get this situation resolved.Respectfully,[redacted]Jo ** B[redacted]P. O. Box [redacted]Drain, Oregon 97435[redacted]

Good day to the reviewing partyComplaint # [redacted]Good Day to the reviewing person:First let me state, I miswrote the dates within the original complaint. I purchased on 12-17-012. Partial circuit components and wiring from UV housing back to panel breakers, were replaced in early 2013.There has been on the average of 4 calls a year because of something going wrong with the system were parts are being removed, holes being drilled in water tight electrical boxes because the wires were covered in water, . . . .In 2012 when UV burnt up and was not replaced, I was lead to believe by a former employee, that they had contacted an electrician, and the electrician instructed the employee what and which wire to cut in the UV tank. There was no "flash smoke" we are talking wiring that was melted and burnt up, from the UV tank, under to the circuit panel, circuits having white corrosion, plastic around the wire connection area melting. This, that and those conditions have caused power surges in my home inclusive of a buzzing sound. This makes it wrong.The contractors involved are [redacted] whom installed the Orenco system and [redacted] Speaking directly to the distance issues, from the junction box on the house to the UV tank is approximately 24. From the UV tank to the circuit panel box is approximately 16 ft. Speaking directly to "no permit violations", please don't insult the situation. This system has had UV light problems, water sampling has only been done once that I know of and it was done early this month where the raw sewage discharged is 13 parts instead of 9.  Aside from that, the circuit breaker has been turned off so there is no disinfectant action. Moreover, for the last 3 years, 2 months after the paperwork is filed for ATI, I have call because something else went wrong. . . , I should have not had to call approximately 10 times in 3 years. There should only be one call per year and that is for the yearly service.Further, Orenco's response to a 2nd 5 year warranty free of yearly service contract fee has been met with a yearly maintenance contract fee of $50, raising the annual contract to $ 250. . . maybe in a perfect world with a properly operational system.Finally, the fact that Orenco does not supervise, or, conduct a final spec review on the completed manufactures system for proper hassle free operation is tacky.In unambiguous terms, I want Orenco to pay to replace the wiring from the junction box on side of house underground to all various parts connected to circuit panel, replace all circuit breakers, wires, switches, etc., in the circuit housing box and replace the circuit box itself because water gets inside, and extend the 5 year warranty without the annual $250 service contract charge. Respectfully,[redacted] [redacted]P. O. Box [redacted]Drain, Oregon 97435

[redacted] Please See Attached Documents [redacted]
August 24, 2015[redacted]Resolutions ConsultantRevdex.comPO Box 1000DuPont, Washington 98327Sent via FAX and US PostRe: Revdex.com Complaint ID [redacted]Dear Ms. [redacted],I am in receipt of your August 3, 2015 letter to Mr. [redacted] referencing a...

complaint filedagainst Orenco Systems, Inc. (“Orenco”) by Ms. [redacted] on August 2, 2015. I apologize thatI’ve been away from the office for much of the past couple of weeks and have not been able torespond sooner. However, our staff has been in frequent contact with Ms. [redacted] even before wereceived a copy of her complaint, and I believe that the issues have been resolved to hersatisfaction.Orenco is a manufacturer of onsite wastewater collection and treatment products, and sells thoseproducts through a worldwide distribution network. Typically, these systems are installed,serviced, and maintained by trained and authorized local service contractors. Orenco does,however, employs a handful of maintenance technicians to service local systems in DouglasCounty, Oregon (where Orenco is headquartered).Ms. [redacted] onsite wastewater treatment system was installed by a local contractor and electricalsubcontractor in September 2010. Orenco neither performed nor oversaw the installation of thetreatment system nor the electrical control panel at issue. However, [redacted] (the originalowner) and Ms. [redacted] have contracted with Orenco to have its maintenance technicians servicethe system since its installation.A Salcor® UV disinfection unit was originally installed by the contractor to purify the wastewatereffluent after discharging from the Orenco system, and was controlled by a common electricalcontrol panel. The bulbs in every brand of UV disinfection systems burn out over time and requirereplacement. According to the Field Maintenance Report filed on this system on September 21,2012, the UV bulb on Mr. [redacted] system was burnt out and needed to be replaced.If the maintenance technicians do not have a replacement bulb on-hand, they typically place abypass in the electrical control panel so as to prevent nuisance alarms while they retrieve a newlamp. Unfortunately, when the technicians placed the bypass in Mr. [redacted] control panel, theydid not turn off the UV unit, as they were unaware that he was selling the home and that it wouldsit vacant for a time. With no use, there was no wastewater flowing around the UV unit to keep itcooled, and it eventually overheated. It appears that this event caused damage to the UV unit, theservice wire, and the conduit to the control panel, and may have caused a flash of smoke in thecontrol panel itself. From our research, this isolated event seems to be the root cause of the issuesobserved by Ms. [redacted] associated with the complaint.In April 2013, Orenco technicians installed a new UV unit, as well as new service wire and conduitbetween the unit and the control panel. In addition, they had Orenco’s Supervising Electricianvisit the site and test the components of the control panel to ensure that there was no damage.Although there was cosmetic damage from the smoke, all components of the panel functionedproperly.During that visit, the electrician did note that there was quite a distance between the home’selectrical panel and the wastewater treatment systems’ control panel, and that if he had been theoriginal electrical contractor who had installed the system, he would have upsized the gauge of thewire to compensate for the voltage drop from the distance. Lower voltage can cause pump motorsto run warmer and deliver less power. Nevertheless, he did not observe any sign of heating orloose connections in any of the panels, and according to our subsequent research, the gauge of thewire might barely comply with electrical codes for the distance.Throughout all of this, the wastewater treatment system itself has performed well – no permitviolations have occurred. Nevertheless, Orenco wishes to have Ms. [redacted] feel confident about hersystem, and has therefore offered to replace the control panel with cosmetic damage with a newone, at no charge. In addition, Orenco’s Supervising Electrician will again visit the site to measurethe actual voltage and amperage throughout the system to ensure that it is receiving a[redacted]uatepower despite the distance to the control panel. If the voltage is found to be low, we willrecommend Ms. [redacted] contact the installation contractor to have the wire replaced with a largergauge, and will advocate this correction on her behalf.We apologize for the issues that caused Ms. [redacted] to feel the need to contact the Better BusinessBureau. I have tried to reach Ms. [redacted] myself today to ensure her satisfaction with theresolution, but have been unable to reach her. If she has any lingering concerns, I would welcomeher call.If you have any further questions about these events before you can post our response, please don’thesitate to contact me.Best regards,Scott ** S[redacted]Vice President & General Counsel[redacted]@orenco.comcc: [redacted], Homeowner[redacted], Orenco PresidentTerry B[redacted], Orenco Executive Vice President

*See attached document*
Dear Ms. [redacted],
I am in receipt of your May 13, 2015 letter to Mr. [redacted] referencing a complaint filed against Orenco Systems, Inc. ("Orenco") by Ms. [redacted] on May 12, 2015. Having thoroughly reviewed the events surrounding the complaint, I believe that Ms....

[redacted] issues have been resolved, and that the complaint against Orenco was unfounded.
Orenco is a manufacturer of onsite wastewater collection and treatment products, and sells those products through a worldwide distribution network. Orenco employs and handful of technical sales representatives ("Tech Sales") to answer general product questions, but does not operate or maintain its products directly (except in Douglas County, Oregon where Orenco is headquartered). Instead, trained and authorized service contractors throughout the country perform operation and maintenance, including troubleshooting, on individual wastewater systems.
On May 6lh, Ms. [redacted] spoke with Orenco's Tech Sales about a system alarm that was sounding, though she knew little about the system. Typical Orenco wastewater systems include an electrical control panel that alarms if operational issues arise. In this case, the system was designed by a local designer and approved by the county for use on an individual, single-family residence. However, shortly after purchasing the home, Ms. [redacted] turned it into a Bed & Breakfast, and was subjecting the system to significantly higher hydraulic loading rates than it was designed for by washing large amounts of laundry associated with the business. Orenco's Tech Sales informed Ms. [redacted] that overloading the system past its design capacity is a typical cause of a system alarm, but still recommended that she have a local service contractor inspect the system in case other issues existed.
Two days later, Ms. [redacted] called because the system went into alarm mode again. She had obtained some additional information about the system, but had not yet contacted a local service contractor. Without being on the site to inspect the system, Orenco's Tech Sales could only suggest Ms. [redacted] inspect different aspects of the system, which she was unwilling to do until she got help on site. Three days later, she still had not contacted a local service contractor to inspect and troubleshoot the system, so Orenco's Tech Sales walked her through a simple panel override exercise to pump the system down and silence the high-liquid-level alarm temporarily, then strongly recommended that she contact Orenco's local distribution partner who could provide her names of local service contractors.
Ms. [redacted] must have thought our distribution partner was going to service her system, as she became frustrated when he referred her to local service contractors. When she called Orenco again, Tech Sales gave her the same service contractor referrals. On May 12th, [redacted], the service contractor in her area that she contacted, inspected her system and found that she had a broken check valve in the discharge, which they fixed. There have been no reported problems with Ms. [redacted] system since.                                     ...⇄ I can certainly appreciate Ms. [redacted] frustrations, as no one really wants to think about their wastewater system - they want to "flush and forget," not try to figure out why the system is alarming. That's exactly why we encourage homeowners to immediately contact a local service contractor whenever an issue arises.                                    �...⇄ With Ms. [redacted], Orenco's Tech Sales staff tried to assist her in every way possible over a phone -they evaluated her usage patterns to see if the system was being overloaded, they stepped her through some basic inspection and troubleshooting exercises to attempt to identify the issue, and they instructed her on how to override the system to temporarily arrest the alarm condition. But it is rare when a problem can be completely diagnosed and corrected in a phone call. As a product manufacturer, Orenco can't inspect every system issue in person - that's why we have an extensive network of local service contractors who have been trained to do just that. It is unfortunate that Ms. [redacted] did not bring in a local service contractor as we advised from the beginning.                                   ...⇄ Our Tech Sales staff handled Ms. [redacted] calls cordially and expertly, and her problem was resolved as soon as she followed our advice. As such, I believe that her complaint was unfounded and should be removed from the Revdex.com's report. If you have any further questions about these events before you can remove the complaint, please don't hesitate to contact me.                                      �...⇄ Best regards,
[redacted]
Vice President & General Counsel
[redacted]
[redacted]@orenco.com