Puronics Retail Services, Inc.

Initial Business Response /* (1000, 5, 2015/11/02) */
Thank you for contacting Puronics Retail Services, Inc("PRS")PRS is a local retailer of water treatment systems in northern CaliforniaFrom reading the complaint, it appears that Ms*** purchased her system from a local
independent dealer in IllinoisThe Puronics product that was purchased is manufactured by Puronics Water Systems, Inc., our sister companyThe product has a warranty on it, but it does not cover labor, freight, or wear and tearIt does cover manufacturing defectsAny dealer is going to charge a service call fee to come out and inspect/troubleshoot the system$is a reasonable charge, we charge $in our areaIf Ms*** would like to discuss further, please call *** at XXX-XXX-XXXX, or the technical support line at XXX-XXX-XXXX and ask for *** ***Either one of them may be able to do some limited troubleshooting over the phone
Initial Consumer Rebuttal /* (2000, 7, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
puronics needs to start being more careful about who they allow to sell their productI am totally disgusted with this company and will not have anything to do with them againIf you look on yelp you'll find it I am not the first person to complain about this same problemIf it were my company I would make sure that the people who sell my product were trained better and not allowed to lie just to sell my productI haven't tried troubleshooting with them on the phone yet hopefully this'll workI think puronics has a good product all though way too expensive but the sales people are very shady

Initial Business Response /* (1000, 5, 2015/11/16) */
Dear Mr. [redacted],
You have filed this complaint with Puronics Retail Services, Inc. which is a retailer of Puronics water treatment products in Northern California.
We have done some research and have found that you purchased your...

Puronics product from a company called Hydro Safe in Miami, Florida. Please file your complaint with Hydro Safe.
We have spoken to the manufacturer, Puronics Water Systems, Inc., which is our sister company. We have been told that Puronics Water Systems, Inc. has offered to provide a brand new system to replace your existing system to satisfy your concerns.
Please contact [redacted] at XXX-XXX-XXXX to discuss this further with Puronics Water Systems, Inc.

Initial Business Response /* (1000, 5, 2014/08/19) */
According to this complaint, Mr. [redacted] purchased his product from Home Makeover Systems in Longwood Florida. He did not purchase the product from Puronics Retail Services and we do not have any record of the purchase. Puronics...

Retail Services is not affiliated with Home Makeover Systems. However, Home Makeover Systems is an independent distributor of products purchased from Puronics Water Systems, Inc., which is probably how he got our name. We have referred the complaint to Home Makeover Systems in Florida. Their phone number is XXX-XXX-XXXX. You can also contact Puronics technical support person [redacted] at XXX-XXX-XXXX

Very bad customer service. If you install it by mistake, you will end up changing it in next 5 to 7 years with brand new system. Again they charge full price of it. Worthless product. It does its job but only for few months and it goes bad. No service or product warranty. Every time they come and check for the problem they charge $135 per visit. And he will give you quote what needs to be done. I might have to do this every year if I need to continue with the system. I am tired of this product since last 7 years. Out of these 7 years my system did not work for 3 and half years.

Initial Business Response /* (1000, 10, 2015/02/04) */
We have received this complaint today, we do not have a record of this customer. Puronics Retail Services, Inc. operates in Northern California and in certain areas of [redacted] and [redacted]. We do not operate in [redacted].
We believe...

that Mr. [redacted] may have purchased a Puronics product from a distributor in [redacted]. Mr. [redacted] needs to contact that distributor. If Mr. [redacted] can provide us some paperwork regarding the purchase of the product stating free reinstallation, we will forward that to Puronics Water Systems, Inc., the manufacturer of the product. They will work with the distributor to get this resolved. We are also going to have the Regional Manager that covers [redacted] for Puronics Water Systems, Inc. to contact Mr. [redacted] to try to get him taken care of.

Initial Business Response /* (1000, 5, 2014/12/17) */
[redacted] from our [redacted] office spoke with Mr. [redacted] yesterday, December 16. She offered a special price on a new upgraded system, or special pricing on doing the necessary repairs to the existing system. Mr. [redacted] elected to do...

the repairs. We are completing the repair on December 19. Mr. [redacted] is satisfied with this option.
Initial Consumer Rebuttal /* (2000, 7, 2014/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am very satisfied with the companies response. I appreciate the assistance.
Thank you!