Rayne Water Systems

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Mr*** called me and left a message to settle this amicableI called him back and talked to his secretary (he had left for the day) and now was told me that perhaps the $charge was for the labor, (I disagreed with her) but wasn't sure, and said she would contact him to call me, never didI did tell her however that I've contacted Culligan water, and did not say that I had purchased another unit from the competition (all irrelevant to them, and this has nothing to do regarding my complaint) well they are much more expensive than us, she responded. Every time I had to call for service, I've always asked if the repair was covered by the warranty, the reply was always noNot once I was told that the part was covered but not the laborFurthermore the copy of the warranty that Mr*** included, was never given to me, and I don't know when it was printed, the only copy given to me by them, is the one I previously included. Once again, whenever you by any appliance, and /or vehicle, the warranty covers the labor as wellThe competition, provides free labor as well, but charges for the service callThe consumer should always be very careful and ask questions all of the time. Once again, every time I asked whether the work was covered by warranty, the answer was "NO"This company has never offered any compensation toward another unit, or some refundI am not asking for something that's not warranted or free, but simply what's covered under the warranty$for labor? That was way overcharged

San Diego Better Business· Bureau4147 Viewridge Ave. #200San Diego, Ca. 92123-1688RE: [redacted]To Whom It May Concern:[redacted]In an effort to simplify my reply, I have attached the Service History for...

Mr.[redacted] as our Client..It speaks for itself. I have also included the LimitedLifetime Warranty (which is given by the Manufacturer) of the Water Softener.As you ,can see by his ~service history, we went to his home many times fr-omthe:date·oOfhis·Ori,gHlal PUDChase [redacted]Never once until Dec. 2015 ( 20 years after Purchase) did he ever mention hehad a Limited Lifetime Warranty.We are a retailer, we sell many different products with diffeFent warranties, it isthe Clients responSibility to; pr€Sent the Warranty and we will honor it by goingback to- the Manu;fa:cturer on their behalf (standard business practice) ..The warranty as you see does not cover Labor, freight etc. and we offered todiscount that from a new Unit, however Mr. [redacted] failed to mention that hehad already purchased a Product from a different Company.~check -our file, I have ·.owned Rusty Wallis Inc. ·~Since 1-995, and you will see we.have had few· if:any;c'Omp4tilats .. i: ;am :eOirunitte&to~falr-prieing-and :eustomerfriendly support.

Review: I purchased a new Water Softener. After about one year, I had to call the store due to a problem with the unit. They came out and fixed the problem at no cost. Subsequently, year after year, the service person had to come out to fix many problems. These repairs cost me well over $700.00. On Jan04,2012, the unit broke down again. This time the entire resin tank had to be removed. When the service person arrived, I asked him what the cost would be. He then called his office to get the quote, and stated that the cost would be $400.00, including $80.00 for the service call. I questioned the service technician as well as the main office, if this problem was covered under the warranty. They both stated that there was only a one year warranty on the unit. I had the service done, (having no choice)and paid them $320.00. As a courtesy, they deducted the $80.00 service call. On Jan. 02,2014, the unit went out again, costing me an additional $167.00 in repair charges. Then last month(2015) before the Holidays, broke down once again. This past Monday(Jan04,2016) I called them back to check the unit out. The technician who came out, was the same person who repaired the entire tank, two years ago. While waiting for him to arrive, I noticed a Warranty card attached to the manual, that stated that any problems with the resin tank, would be repaired free of charge (lifetime of the original consumer purchase). I showed the card to him, and he acknowledged that the repair cost should have been covered, but it was not his decision to make. He then took a picture of the Warranty card and forwarded it to the office. The office called me back saying that, yes it was under warranty. However. it was my fault at the time, that I did not present the Warranty card at time of service, (since it was over 2 yrs.after the error). Therefore they will not honor this Warranty. This is simply fraud! They should have known that the unit was under warranty.Desired Settlement: A warranty is just what it says: WARRANTY. When you purchase any appliance, and/or a vehicle, it's in the system that the appliance and/or car is under warranty. The new repair, will now cost just over $600.00 to replace the entire head. The unit cost me close to $700.00, when purchased, so far it is costing me well over $700.00 to fix it. Rayne should honor their Warranty, and refund me the $320.00, or apply the refund toward a new unit or repair.

Business

Response:

San Diego Better Business· Bureau4147 Viewridge Ave. #200San Diego, Ca. 92123-1688RE: [redacted]To Whom It May Concern:[redacted]

[redacted]In an effort to simplify my reply, I have attached the Service History for Mr.[redacted] as our Client..It speaks for itself. I have also included the LimitedLifetime Warranty (which is given by the Manufacturer) of the Water Softener.As you ,can see by his ~service history, we went to his home many times fr-omthe:date·oOfhis·Ori,gHlal PUDChase [redacted]Never once until Dec. 2015 ( 20 years after Purchase) did he ever mention hehad a Limited Lifetime Warranty.We are a retailer, we sell many different products with diffeFent warranties, it isthe Clients responSibility to; pr€Sent the Warranty and we will honor it by goingback to- the Manu;fa:cturer on their behalf (standard business practice) ..The warranty as you see does not cover Labor, freight etc. and we offered todiscount that from a new Unit, however Mr. [redacted] failed to mention that hehad already purchased a Product from a different Company.~check -our file, I have ·.owned Rusty Wallis Inc. ·~Since 1-995, and you will see we.have had few· if:any;c'Omp4tilats .. i: ;am :eOirunitte&to~falr-prieing-and :eustomerfriendly support.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Mr. [redacted] called me and left a message to settle this amicable. I called him back and talked to his secretary (he had left for the day) and now was told me that perhaps the $320.00 charge was for the labor, (I disagreed with her) but wasn't sure, and said she would contact him to call me, never did. I did tell her however that I've contacted Culligan water, and did not say that I had purchased another unit from the competition (all irrelevant to them, and this has nothing to do regarding my complaint) well they are much more expensive than us, she responded. Every time I had to call for service, I've always asked if the repair was covered by the warranty, the reply was always no. Not once I was told that the part was covered but not the labor. Furthermore the copy of the warranty that Mr. [redacted] included, was never given to me, and I don't know when it was printed, the only copy given to me by them, is the one I previously included. Once again, whenever you by any appliance, and /or vehicle, the warranty covers the labor as well. The competition, provides free labor as well, but charges for the service call. The consumer should always be very careful and ask questions all of the time. Once again, every time I asked whether the work was covered by warranty, the answer was "NO". This company has never offered any compensation toward another unit, or some refund. I am not asking for something that's not warranted or free, but simply what's covered under the warranty. $320.00 for labor? That was way overcharged.