Rayne of Ventura

stated by the Business This customer has had two services to her drinking water unit, one on January 24,and one on March 29, Rayne's procedure is to send out yearly reminder post cards and it is the responsibility of that customer to call and make an appointment at their own convenienceRayne had already written off the Customers' balance in February of for this same issueThe Customers' was sent to collections for the first time on April, 28, Several attempts to contact her by mail as well as through phone messages were made Technicians also went by her residence on two different occasions to either, collect her delinquent balance, pull her equipment or talk to the customer to see how we could be of service to herWhen we had not heard from her, her account was then turned over to the collection agency [redacted] called the Customer on June 11, and left a message regarding the missed appointment and future service to the unit In December of 2014, when the customer finally decided to make contact to return the unit, she was told that she would be sent to collections for her delinquent balance of $141.10, but in the end, management decided to write it off her a second time

stated by the Business
"margin-bottom: 0.0001pt;">This customer has had two services to her drinking water unit, one on January 24,and one on March 29,2010. Rayne's procedure is to send out yearly reminder post cards and it is the responsibility of that customer to call and make an appointment at their own convenienceRayne had already written off the Customers' balance in February of for this same issueThe Customers' was sent to collections for the first time on April, 28, 2014. Several attempts to contact her by mail as well as through phone messages were made. Technicians also went by her residence on two different occasions to either, collect her delinquent balance, pull her equipment or talk to the customer to see how we could be of service to herWhen we had not heard from her, her account was then turned over to the collection agency[redacted] called the Customer on June 11, and left a message regarding the missed appointment and future service to the unit. In December of 2014, when the customer finally decided to make contact to return the unit, she was told that she would be sent to collections for her delinquent balance of $141.10, but in the end, management decided to write it off her a second time

Complaint: 10351711
I am rejecting this response because:
Though I have agreed to settle with Rayne I want it noted that their reply is falsified and inaccurate. I appreciate that they would try to make themselves look better, and that would entail making me look like the bad customer, but I will not agree to be so maligned. 
I am livid at how they have presented their information. Please let me clarify that the 2 visits I have received, not counting installation, was the one filter change in 7 years (2010) and the removal of the unit when I finally said that I had had enough and NEVER wanted to have to deal with this company again. Here's why...
I received exactly 2 services to my reverse osmosis unit. The first was the installation in 2007 when I moved into my home. That was after they tried to bill me under the previous owners account without my knowledge or permission. I suppose I should have known better than to continue service with them. The second service was provided in 2010, 3 years later, despite the agreement to have filters replaced annually, and that only after finally being able to get someone to call me about billing issues. Yes, I did stop paying my bills to Rayne. This was intentional as it was the only way to get them to call me. If I kept paying my bill they would take my money, but not provide any service as stated in the rental agreement. Yes, they were supposed to send little blue post cards telling me when it was time to call them for service, yet I NEVER received one. Not in 7 years. Not even after the first time we went through this whole process in 2010. So, yes after another 3 years went by, I stopped paying again to get their attention, as this was now the only way I knew how to deal with them, and even then it was hit and miss.
I did intentionally stop paying my bill so that someone would call me about it and I could then say I would be glad to pay the bill in full if someone would only come and service the unit as that was essentially what I was paying for per the rental agreement. NO ATTEMPTS were made by the company to contact me for any services what so ever, only to collect on the billing. They were surprised each and every time that I told them that my unit was not being serviced and would look into the records and confirm that my account had NOT been serviced in a timely fashion. They told me each time about the postcards that I should have gotten and I told them each time that I had never gotten even one. They certainly had my address correct for billing purposes, so it couldn't have been that. They would then tell me that someone would get back to me about scheduling service, and then no one would call me again until they called about the bill again, not the service appointment. 
Then they sent a letter threatening to send me to collections. I finally thought to myself 'forget these people and their horrible business practices', I would rather just purchase the unit and service it myself so that I would not have to deal with them EVER AGAIN. So, I attempted to contact them and set up an arrangement wherein the balance that I owed would be applied to the cost of the unit, I would pay any extra over that amount, if any, and we could be done with each other. This was deemed an acceptable agreement, we scheduled an appointment for someone to come change out the filters (as it had still been 3-going-on-4 years since the last time) and sign over the unit. I took a day off of work and waited the entire day for the 1pm appointment. They never showed and never called to say that they would not be coming. I then placed a call to the office to see what had happened but they were already closed for the day. I left a message. A week later Mr. Matthew Nancarrow called to tell me that they had had an emergency and that's why the technician had never made it. During this time someone went ahead and sent my account to collections anyway, even though it had been agreed that with the purchase of the unit there would be no need to send the account to collections.
Even after they sent my account to collections they still kept billing me monthly. And this after I still had not gotten them to get back to me about rescheduling the services and purchase of the unit. I suppose it was silly of me to have held out this long, but I finally called them and told them to just come get their unit, I did not want to continue dealing with them. They agreed to come get unit. I was genuinely surprised when they actually showed up to do so. The service tech was wonderfully helpful, the only good thing to come from my entire 7 years dealing with this company. He inquired about my low water pressure and diagnosed that it was probably due to a failing water softener, a Rayne water softener, that would have been releasing resin which would be clogging up my sink faucet. I had purchased, and own outright, the water softener unit, including a lifetime warranty to go with it. The tech offered to take a look and confirmed that the softener did indeed need to be serviced, and since I had the warranty, which I showed him, the service was covered under contract. He took the unit with him to be serviced and told me that someone would call me to schedule reinstallation in a couple of days. We took apart the faucet and discovered that he had been correct, removed the residue and reassembled it and now I have the water pressure that I had when I moved in 7 years ago. He finished the uninstallation of the water softener and went on his way. Now, it's silly of me to think that just because I owned the softener unit and the warranty to go with it that things would have gone at all smoothly. Instead, a week later when I still hadn't heard anything about my softener being reinstalled I called and was told that since I still owed on the reverse osmosis rental that they were not going to give my my softener back until I paid the balance. The same balance that I was still trying to negotiate/rectify with the manager, who told me that I'd have to speak to the owner, who was never in when I called and asked to speak with him. Oh, and did I forget to mention that there was now a $100 service charge for the water softener re-resin that was supposedly covered by the lifetime warranty? I then showed up at their offices to see about getting my property back, as I own the water softener free and clear. I agreed to pay them the $100 service charge at the time of completed installation in exchange for a receipt stating that the monies would go to that service and none other.
So, only after repeated calling, an impromptu office visit to speak with the manager, calling the corporate offices and filing this Revdex.com complaint did someone finally get back to me about settling the account. That was when they I asked that they remove the collections as we had previously agreed, but they told me that they could not, once it was gone to collections it was out of their hands. OK. I told them to tally the price of 5 years of filters (the number of times I should have received filter replacement in the 7 years of having the account) and remove that from my billing as I refuse to pay for services never rendered. They agreed to pay for whatever remaining balance was left on the account post collections, and nothing more. Hardly satisfying after all of the frustration, bad service and strife of dealing with this company, but I was so ready to be done with them for once and all that I accepted. I will not even use my lifetime warranty with them. I am currently in the process of finding a new company for all of my water needs.
I would only like to make sure that nobody else has to go through this with Rayne.
Regards,[redacted]

Review: We have a reverse osmosis filter installed by Rayne several years ago. Occasionally it has required filter maintenance. We have contacted Rayne in the past and they have come and done the maintenance for less than $75 every time. My husband asked them to come out for similar maintenance. They said the part was about $70 for replacement. He said that they were going to give us a bigger tank. They did not provide the bigger tank, but an older model tank from their offices. They never put anything in writing. We are on automatic bill pay, so it was a couple months later that I saw some sort of a late fee on our bill. I also saw a large balance of over $200. When I called and asked the office manager told me that it was for the filter maintenance. I said that we never agreed to such a high amount for a 15 minute appointment to change out a filter. She said that they charged us more now because the old manager wasn't charging enough and making enough money. They never informed us of a price increase and never provided an upgraded filter, only an older one. We won't pay more than $75 for this service. I've contacted both the main corporate office and the local office. Rayne keeps charging late fees on our bill.Desired Settlement: I want 1) all late fees refunded for all months and 2) I will pay $75 and no more for the service we received.

Review: My complaint contains both service and billing issues. The current issue is regarding the reverse osmosis drinking water unit that I rent for a monthly fee. The rental is also supposed to include an annual changing of the filters so that quality drinking water is maintained.In the 7 years that I have been renting this same unit the company has changed the filters exactly once. I tell them I no longer want their 'services' and request to put my unpaid balance toward the cost of unit (hoping to purchase it and service the filters myself so that I may never have to deal with their incompetence again). They say yes and we schedule an appointment for a service tech to come and change the filters and sign over the unit. I take the day off of work and wait around all day for them to 'no call, no show'. I call them and leave a message. They get back to me 2 weeks later. Unfortunately now they have sent the unpaid balance to a collection agency, but still want to know if I want to purchase the unit. By this time I no longer want to deal with them AT ALL/EVER and ask them to just pick up the unit and let me know what we can do to resolve the billing. I refuse to pay for services when I have gotten 1 out of 7 filter changes that I have been charged for. They pick up the unit and 2 weeks go by wherein I am calling them trying to resolve the remaining billing issues. They repeatedly take a message but do not return my calls. I finally get ahold of them and the manager tells me that they cannot do anything about the amount sent to collections and that they either need the current remaining balance or the unit back. They did not even know that they had collected it 2 weeks prior. They ask me if I know who the driver was... I stop by the office and am told in person that the GM is the only person that I can talk to about this, even though no one will ever return my calls.Desired Settlement: 1) dismiss any and all remaining charges associated with the reverse osmosis unit2) refund the collection charges that I had to pay in order to keep this from going on my credit report until 2021 (total $241.57, 6 years of filters at a cost of $40 should cover it...)

Business

Response:

CF-As stated by the Business. This customer has had two services to her drinking water unit, one on January 24,2007 and one on March 29,2010. Rayne's procedure is to send out yearly reminder post cards and it is the responsibility of that customer to call and make an appointment at their own convenience. Rayne had already written off the Customers' balance in February of 2010 for this same issue. The Customers' was sent to collections for the first time on April, 28, 2014. Several attempts to contact her by mail as well as through phone messages were made. Technicians also went by her residence on two different occasions to either, collect her delinquent balance, pull her equipment or talk to the customer to see how we could be of service to her. When we had not heard from her, her account was then turned over to the collection agency. [redacted] called the Customer on June 11, 2014 and left a message regarding the missed appointment and future service to the unit. In December of 2014, when the customer finally decided to make contact to return the unit, she was told that she would be sent to collections for her delinquent balance of $141.10, but in the end, management decided to write it off her a second time.

Consumer

Response:

Review: 10351711

I am rejecting this response because: