Pure Planet Waters

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Planet Pure Waters did not contact us regarding resolving our complaint; instead they lied in their response to Revdex.com how they tried to help us and how we "harrassed" and "cursed" at them I am a business professional and I will not allow myself to speak to other professional in such manner During my last conversation with [redacted] , representative from Planet Pure Waters, while I was trying to resolve our problem, representative hung up on me When I tried calling back right away, no one answered the phone I left a voice mail, that I will submitt my complaint to Revdex.com and will post my reviewes about their business on the internetUnfortunatly, Planet Pure Waters took this as a "threat"; for their information - people post reviews on internet and social media all the time! Consumers post reviewes to share their bad or good experiences, to help other consumers to make better choices It looks like Planet Pure Waters is not going to do anything to resolve our issue and at this point, it is doesn't matter any more We had to buy another Water Cooler from elsewere because Pure Waters machine doesn't work and they want nothing to do with it However, we are still payng monthly lease fees for broken machine I attached copy of the agreement for the new water machine and also pictures of both machines, as you can see "pure waters" machine is disconnected I just wanted Revdex.com to inform consumers of Planet Pure Water's bad practises, how they mistreat and misinform their customers Sincerely, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] **

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Planet Pure Waters did not contact us regarding resolving our complaint; instead they lied in their response to Revdex.com how they tried to help us and how we "harrassed" and "cursed" at them.  I am a business professional and I will not allow myself to speak to other professional in such manner.  During my last conversation with [redacted], representative from Planet Pure Waters, while I was trying to resolve our problem, representative hung up on me.  When I tried calling back right away, no one answered the phone.  I left a voice mail, that I will submitt my complaint to Revdex.com and will post my reviewes about their business on the internet. Unfortunatly, Planet Pure Waters took this as a "threat"; for their information - people post reviews on internet and social media all the time! Consumers post reviewes to share their bad or good experiences, to help other consumers to make better choices.
It looks like Planet Pure Waters is not going to do anything to resolve our issue and at this point, it is doesn't matter any more.  We had to buy another Water Cooler from elsewere because Pure Waters machine doesn't work and they want nothing to do with it.   However, we are still payng monthly lease fees for broken machine.  I attached copy of the agreement for the new water machine and also pictures of both machines, as you can see "pure waters" machine is disconnected.
I just wanted Revdex.com to inform consumers of Planet Pure Water's bad practises, how they mistreat and misinform their customers.
Sincerely,
[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted],
 
Hope all is well. Our response to complaint # [redacted] appears below. I have attached supporting documentation. 
 
The complainant agreed to and signed a lease of a water filtration system in February of 2013. The terms of the lease do...

not include any service of said system, simply rental of the machine. Pure Planet Waters however, provides service as a courtesy to our clientele to ensure their satisfaction. The lease paperwork was signed 2 times - once in the presence of our sales representative and again the following week when the equipment was delivered and installed. In this particular transaction - the client - [redacted] was not approved for the equipment lease due to credit issues. Our sales representative contacted [redacted], to advise him that he would need to personally guarantee the lease, to which he agreed and provided his personal information (home address, social security number, etc) - and signed this additional paperwork when the team installed the system. 
 
Pure Planet Waters provides free installation, which is above and beyond the terms of the lease agreement which [redacted] signed. After the system was installed and had been used by the client for well over a month we received a call from [redacted] who advised that he was not able to make such decisions (about a water cooler). He was screaming and using extremely offensive language defaming the character of employees and the company as a whole. We remained professional with him and explained that he had already taken possession of the equipment, has been using it and was bound by the terms of the agreement, which were explained to him and he accepted and agreed to on numerous occasions. In addition, a copy of the contract is mailed to them a week after their system is installed to ensure they are aware of the terms. Our leasing company also calls the client day of or day after install to ensure the equipment was received and that the client is aware of the terms.
 
In June of 2013 we received a call from [redacted] stating that the system was not delivering cold water. We immediately dispatched a service team to their location. Upon checking the system our team member found that it was working properly, dispensing purified cold water, and in fact there was an ice ring which had formed in the reservoir. It would be scientifically impossible for ice to form in the reservoir if the water was not cold. An employee from [redacted] signed off on our service visit and findings (attached). We did not charge them for service, although the call and dispatch of a team was unmerited. 
 
In January of 2014 we received a call from [redacted], a representative of [redacted], stating that the business was moving and requesting a new installation of the filtration system. We explained to her that we provide the first installation free of cost as a courtesy and that since this would be their 2nd installation there would be a charge. We subcontract licensed plumbers to perform our installations and in situations when a client relocates we split the cost with the client so that the charge is a nominal one. Knowing the history with [redacted] we asked if they required a purchase order number and clearly stated and reiterated the charge to perform the service.  [redacted] stated that they did not require a PO# and that we should just bill them. We arrived and performed the new installation as promised and billed them accordingly. 
 
The bill was never paid. When contacted to collect on the outstanding debt, after it was over 30 days past due, [redacted] (who identified herself as [redacted]'s wife) and [redacted] both stated that they will not pay the bill. They used profanity and were very unprofessional to the Pure Planet Waters Representative who called to remind them of the outstanding balance. [redacted] stated that we never told them there would be a charge. Not only were they verbally notified when they called to request the service [redacted] also signed off on the service log which stated the conversation and the charge (see attached) prior to our plumber performing the installation. Regardless of the proof that they were notified, [redacted] and [redacted] insisted they were never made aware. They made it crystal clear that they would never pay this bill. They were advised at that time that no further services would be performed if they did not pay the bill. We took no other action on our part to collect the money they owed except to continue to mail them monthly statements with the outstanding balance. 
 
On this recent call in from [redacted], they once again stated that the cold water was not cold.. [redacted] was notified that there is an outstanding balance and no service would be performed until they came current. She said she would not pay the late charges. I explained that if she was a few days late, or even 30 days late we could waive it for her, but the fact that it was more than 4 months over due and intentionally not paid the fee could not be waived. She started to scream and curse at me. I kept my professional demeanor as I would never speak to a client the way she was speaking to me, and explained that I would get someone out there within 24 hours if she would just pay the bill.... she cursed and defamed the character of our company and verbally harassed me - then she threatened me and said "I will show you, I will call the Revdex.com I will go online and write bad reviews about your company, you'll see" I  told her "I am trying to help you, but you will not receive service until the bill is paid I will not be spoken to like this, I am ending this call." 
 
She has still not paid this bill - now it is 5 months past due. What she did do however was follow up on her threat and went online and wrote bad reviews about our company. In addition in her 'complaint' [redacted] claims that we scammed her.... our equipment leasing company is one of the biggest in the industry, they also lease office equipment throughout the country. We serve numerous fortune 500 hundred companies and non-profit agencies who have a legal department review the contract prior to signing - it is a standard equipment lease. Our services are provided as a courtesy to our clients and we take pride in delivering the most caring service in the industry. We always respond to our clients within 24 hours. We are however running a business. If I chose not to pay my cell phone bill for 4 months I could assure you that they would stop providing me service. I would still be in contract with the cell provider but they would not restore service until I paid... same premise. 
 
We appreciate the opportunity to respond to this complaint and submit the documentation. 
 
If you have any questions please feel free to contact us anytime.
 
Sincerely,
 
--
[redacted]

Review: In February 2013 my husband, [redacted] of the business, signed 5 year contract with Pure Planet Waters Llc to lease their water filtration system, the terms and conditions were never fully disclosed to him by the sales representative, she just told him were to sign. In January 2014 our business moved to a new location, I called Planet Pure Waters and asked them if it's in the construct to move our machine, I was told - yes, they never mentioned any fees. They came and moved machine to the new location, the machine also wasn't working properly, I mentioned it to the technicians and they fixed it. A month later we got the bill for moving services, I called the office and spoke to [redacted], [redacted], questioning the bill. [redacted] was very rude on the phone , after couple minutes of arguing, he told me not to pay the bill, but they will not come to service our machine and hung up the phone on me . Now its May, and the machine is not working properly again, our secretary called Planet Pure Waters and ask for a service, she spoke to [redacted], he just hung up the phone on her again. On May [redacted], I called their office myself and tried to resolve the issue. I spoke to [redacted] - secretary /sales person, she said we had an outstanding bill and they will not service our machine, I told her that I would like to pay the bill. She told me that they will not service our machine any way because they already fixed it once and their is nothing wrong with the machine, that we complain for no reason. Then she hung up on me, just like they did before, I tried calling back - no one answered the phone.

It seems like we stuck with them for 5 years, we are paying every month but no services provided. they told us that the contract cannot be terminated under any condition, it looks like unfair practice to me.Desired Settlement: I would like Planet Pure Water LLC to provide the service that they pledged and promised they would when they were selling their machine to us. Or they can take their machine back and get us out of the contract.

Business

Response:

Hi [redacted],

Hope all is well. Our response to complaint # [redacted] appears below. I have attached supporting documentation.

The complainant agreed to and signed a lease of a water filtration system in February of 2013. The terms of the lease do not include any service of said system, simply rental of the machine. Pure Planet Waters however, provides service as a courtesy to our clientele to ensure their satisfaction. The lease paperwork was signed 2 times - once in the presence of our sales representative and again the following week when the equipment was delivered and installed. In this particular transaction - the client - [redacted] was not approved for the equipment lease due to credit issues. Our sales representative contacted [redacted], [redacted], to advise him that he would need to personally guarantee the lease, to which he agreed and provided his personal information (home address, social security number, etc) - and signed this additional paperwork when the team installed the system.

Pure Planet Waters provides free installation, which is above and beyond the terms of the lease agreement which [redacted] signed. After the system was installed and had been used by the client for well over a month we received a call from [redacted] who advised that he was not able to make such decisions (about a water cooler). He was screaming and using extremely offensive language defaming the character of employees and the company as a whole. We remained professional with him and explained that he had already taken possession of the equipment, has been using it and was bound by the terms of the agreement, which were explained to him and he accepted and agreed to on numerous occasions. In addition, a copy of the contract is mailed to them a week after their system is installed to ensure they are aware of the terms. Our leasing company also calls the client day of or day after install to ensure the equipment was received and that the client is aware of the terms.

In June of 2013 we received a call from [redacted] stating that the system was not delivering cold water. We immediately dispatched a service team to their location. Upon checking the system our team member found that it was working properly, dispensing purified cold water, and in fact there was an ice ring which had formed in the reservoir. It would be scientifically impossible for ice to form in the reservoir if the water was not cold. An employee from [redacted] signed off on our service visit and findings (attached). We did not charge them for service, although the call and dispatch of a team was unmerited.

In January of 2014 we received a call from [redacted], a representative of [redacted], stating that the business was moving and requesting a new installation of the filtration system. We explained to her that we provide the first installation free of cost as a courtesy and that since this would be their 2nd installation there would be a charge. We subcontract licensed plumbers to perform our installations and in situations when a client relocates we split the cost with the client so that the charge is a nominal one. Knowing the history with [redacted] we asked if they required a purchase order number and clearly stated and reiterated the charge to perform the service. [redacted] stated that they did not require a PO# and that we should just bill them. We arrived and performed the new installation as promised and billed them accordingly.

The bill was never paid. When contacted to collect on the outstanding debt, after it was over 30 days past due, [redacted] (who identified herself as [redacted]'s wife) and [redacted] both stated that they will not pay the bill. They used profanity and were very unprofessional to the Pure Planet Waters Representative who called to remind them of the outstanding balance. [redacted] stated that we never told them there would be a charge. Not only were they verbally notified when they called to request the service [redacted] also signed off on the service log which stated the conversation and the charge (see attached) prior to our plumber performing the installation. Regardless of the proof that they were notified, [redacted] and [redacted] insisted they were never made aware. They made it crystal clear that they would never pay this bill. They were advised at that time that no further services would be performed if they did not pay the bill. We took no other action on our part to collect the money they owed except to continue to mail them monthly statements with the outstanding balance.

On this recent call in from [redacted], they once again stated that the cold water was not cold.. [redacted] was notified that there is an outstanding balance and no service would be performed until they came current. She said she would not pay the late charges. I explained that if she was a few days late, or even 30 days late we could waive it for her, but the fact that it was more than 4 months over due and intentionally not paid the fee could not be waived. She started to scream and curse at me. I kept my professional demeanor as I would never speak to a client the way she was speaking to me, and explained that I would get someone out there within 24 hours if she would just pay the bill.... she cursed and defamed the character of our company and verbally harassed me - then she threatened me and said "I will show you, I will call the Revdex.com I will go online and write bad reviews about your company, you'll see" I told her "I am trying to help you, but you will not receive service until the bill is paid I will not be spoken to like this, I am ending this call."

She has still not paid this bill - now it is 5 months past due. What she did do however was follow up on her threat and went online and wrote bad reviews about our company. In addition in her 'complaint' [redacted] claims that we scammed her.... our equipment leasing company is one of the biggest in the industry, they also lease office equipment throughout the country. We serve numerous fortune 500 hundred companies and non-profit agencies who have a legal department review the contract prior to signing - it is a standard equipment lease. Our services are provided as a courtesy to our clients and we take pride in delivering the most caring service in the industry. We always respond to our clients within 24 hours. We are however running a business. If I chose not to pay my cell phone bill for 4 months I could assure you that they would stop providing me service. I would still be in contract with the cell provider but they would not restore service until I paid... same premise.

We appreciate the opportunity to respond to this complaint and submit the documentation.

If you have any questions please feel free to contact us anytime.

Sincerely,

--

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Planet Pure Waters did not contact us regarding resolving our complaint; instead they lied in their response to Revdex.com how they tried to help us and how we "harrassed" and "cursed" at them. I am a business professional and I will not allow myself to speak to other professional in such manner. During my last conversation with [redacted], representative from Planet Pure Waters, while I was trying to resolve our problem, representative hung up on me. When I tried calling back right away, no one answered the phone. I left a voice mail, that I will submitt my complaint to Revdex.com and will post my reviewes about their business on the internet. Unfortunatly, Planet Pure Waters took this as a "threat"; for their information - people post reviews on internet and social media all the time! Consumers post reviewes to share their bad or good experiences, to help other consumers to make better choices.

It looks like Planet Pure Waters is not going to do anything to resolve our issue and at this point, it is doesn't matter any more. We had to buy another Water Cooler from elsewere because Pure Waters machine doesn't work and they want nothing to do with it. However, we are still payng monthly lease fees for broken machine. I attached copy of the agreement for the new water machine and also pictures of both machines, as you can see "pure waters" machine is disconnected.

I just wanted Revdex.com to inform consumers of Planet Pure Water's bad practises, how they mistreat and misinform their customers.

Sincerely,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,