Shelton's Water Refining

Complaint: [redacted]
I am rejecting this response because:Most of what they have stated in their response is simply not true. Their company is not set up in a way that the typical communication flows between the customer and the office. They have a salesman contact you to schedule an appointment for an in-home water testing and consultation. Almost all communication is directly with the salesman, not the office. In my case because we agreed to purchase the water conditioner, the salesman scheduled the installation and did all the communicating with their office. This is pretty normal. I spoke with the salesman right after the installation and told him that it wasn't what we had agreed to. The salesman offered to remove the unit and refund my entire purchase price. The salesman arranged for the refund to be sent. I contacted the salesman when the refund did not process in a timely manner. It was only at that point that he indicated I would need to talk to the office about the processing of the refund. So, when they state in their response that no complaint was made until 1/23/17 that is completely false. That may be the first date I spoke with their office, but I had spoken with the salesman on many occasions and he was constantly assuring me that all would be made right.  The first time I knew that I needed to speak with their office was at this point, since all previous communication would have been with the salesman. There will be ample call records between myself and the salesman to show that I had communicated with him regularly. The salesman felt bad enough about the way I was treated that he offered at one point to process a portion of the refund out of his own pocket, but was forbidden to do that by his company. They also refer to the back of the contract saying it must be cancelled within three business days. That would be from the date of signing the contract which is long before the installation even takes place. Therefore, the purpose of that clause is to give a customer who gets cold feet the option to cancel prior to the installation. In my case, I didn't know there was any issue until after they installed the unit in a way different than what we had decided. And, I did immediately inform the salesman. He agreed it was not correct and came to my house to verify. Again, all this was done without any contact with their main office. The response from Shelton is deceptive in that regard. Contrary to what was stated, the first time I was told that there would be any deduction from my original contract amount was when I received the check and it was for less than the original purchase amount. I called the office and that is when they explained to me why they had sent less, in theory subtracting the installation cost. She said that my salesman should have carefully explained that to me. I told her he had not. She told me to speak with him again and if he agreed that was true they would refund the balance. I spoke with him. He agreed that what I said was true. He asked them to refund the entire amount per his promise. That was when they informed me there wouldn't be any further refund coming. My contract shows the installation amount as $0 because it is included in the purchase. Therefore, the amount of $580 which they chose to deduct is completely arbitrary. By their logic they could have made it $500, $1000, or the entire cost. But, if they intent was to subtract installation they should certainly have informed me what that amount was or what the hourly labor rate was they based it on. None of that happened.I have to say that the salesman is one person in all of this that has been very easy to work with and honorable. He has acknowledged whatever mistakes have been made and fought for me. I truly appreciate his efforts and do not fault him for the dishonesty of  his company.

It is with regret that our customer Mr [redacted], is unsatisfied with our company. We have went above and beyond to satisfy his needs. The installation was 10/27/16 he did not call, with any complaints until 1/23/17. which is 63 business days form the date of installation.On the back of his...

contract there is a Notice of Cancellation that reads  (You may cancel this transaction, without any PENALTY or obligation, within THREE business days, from the date of installation.) MR. [redacted] called the office, the office manager told him that there would be a deduction for the installation fee.  We refunded Mr [redacted] 700.00 to him and 700.00 to his father Mr. Gerald [redacted], the installation fee was removed from the initial purchase price of 580.00 each. On the checks we did indicate that this is final payment, and both checks have been cashed. We feel that we have made every attempt to uphold our responsibility to the the [redacted] per the contract.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Although it is not a complete rectification of your responsibility we will accept your offer to cover the costs incurred by us, from Appliance Services if you will agree to service the equipment installed, if needed, in the future, as promised.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.
The facts are, I contacted  Shelton's Water Refining immediately upon realizing that my IceMaker no longer worked, not because I thought they could repair it, but because the Ice Maker ceased working immediately after the instillation of their ROS, and immediately after the ROS was hooked up to this Ice Maker. We were told, by [redacted],  Technician for SWR, that their ROS  was compatible with our Maytag Ice Maker, Model # [redacted].I appreciate that the Technicians were sent back to my rural residence, (I noticed that my address was included on the Invoice that Shelton's shared, please remove this personal information from your post please), to reevaluate the performance of their newly installed ROS, since the product sold to me, paid in full, was not working hooked to the Ice Maker.I also appreciate Shelton's supplying me with the Maytag Owners Manual, of which I have, and have read.Now I would like to request that they review the Owners Manuel for their Kinetico K5 Reverse Osmosis System.Most note worthy is the fact that this system delivers "Typical Product Water Production, Rate: 40.6gpd".According to specialists, the Maytag, under counter mounted Ice Maker requires "no less than 80 gpd to function at all.Therefore, aside from the personal attack that I feel coming from Shelton's Water Refining, I.e.; the many excuses given, attempting to render me, the customer responsible, for the ceased functions of my Ice Maker immediately after their ROS was hooked up to It,  I have provided what I believe to be proof/the of reason for the Ice Maker cease to function, which I have provided above, that the ROS /Shelton's Water Refining IS responsible for the failure of  the Ice Maker's Compressor and Condenser...it simply  could not deliver enough water to support the functions of the Ice Maker, therefore was not compatible with my Ice Maker.I in no way feel that the lack of knowledge of this company and it's Technician's, in reference to major appliance water hook up, is my/the customer's responsibility.This is the service that is the business of Shelton' Water Refining.I am absolutely standing by my request for a new Ice Maker, plus reimbursement for both service calls made by Appliance Service in the amount noted in my complaint form.
Regards,
[redacted]
Revdex.com  Shelton’s Water installed a K5 Kinetico Drinking Water Station to [redacted]freestanding Maytag ice maker on February 11th, 2015. (We did not install an ‘ROS.’) The installation Model: [redacted] 
[redacted](Numbers for Ice Maker provided to Shelton’s Water by [redacted].)  Ice Maker Date of Purchase is not provided. Maytag ice makers of this model number were first manufactured on December 2010. This model was also discontinued in 2014. (Maytag did not state why the model was discontinued.) The Kinetico K5 Drinking Water Station is completely capable of filtration of water to all residential ice makers. The Maytag Owner’s Manual states on page 3, “A cold water supply with water pressure of between 30 and 120 psi (207 and 827 kPa) is required to operate the ice maker.” And the Kinetico K5 Drinking Station’s states on the spec sheet that it provides, “35-125 psi Dynamic Pressure.”Shelton’s Water maintains that we stand behind our equipment sales and installations. We are not affiliated to the plumber/appliance service provider. Plumber/ Appliance Service Provider: Terry Handlin.  (Answers the phone as ‘Appliance Service.’) We are not affiliated, nor did we previously know the plumber. The plumber was researched via calling Maytag.  Maytag referred our consultant to one of their approved installers and maintainers.  When called, the approved installer and maintainer stated that they were no longer in business; hence they provided our consultant with [redacted]’s name and phone number. - This help was researched as an extra service, when [redacted] were unable to find a service provider and REQUESTED THAT [redacted] HELP FIND THIS PERSON.  We reiterated to [redacted] that we do not service or install ice makers, or PERSONALLY KNOW anyone who does.  Shelton’s Water did not call [redacted] to interview or screen or arrange/ schedule any service.  Shelton’s Water consultant, simply did as requested by [redacted] 
[redacted], and provided the name and phone number via the chain of command/ as described in this paragraph.Shelton’s Water is offering one of two options to [redacted]. - List Price Total for all four Kinetico Systems purchased on 02/03/15: $8,740.00. Price Paid for all four Kinetico Systems (after discount given) on 02/03/15:  $7,858.95.  Equipment is as follows:  (1) K5 Drinking Water Station Model: K5US, Serial Number: 02078077; (2) K5 Drinking Water Station Model:  K5US, Serial Number:  02078093; (3) Model: Softener S250sOD, Serial Number: 2291625; (4) Model:  Neutralizer,Serial Number: 2162495Option 1: We are offering to buy back all four pieces of Kinetico equipment, as well as uninstall and pick up all four pieces of equipment located at their TWO ORIGIONAL PLACES OF INSTALLTION/  Argyle and St. Jo, TX. (Full installation addresses on file/ if needed.)  In return, we will issue [redacted] a check for the sum of $7,204.00. ($7,204.00 = Purchase price $7,858.95 minus depreciation of used equipment $654.95… Amount concluded via Purchase price $7,858.95 divided by sixty months times five months equals $654.95… Five months is derived as the amount of time that [redacted] have owned and had the equipment in their possession.) This offered amount is valid ONLY if said equipment is uninstalled and picked up by OUR Kinetico LISCENSED service technicians. Any abuse or harm or destruction to said equipment will result in an alternate offered refund dollar amount. Uninstallation of said equipment performed by any other company or technician will void this offered amount.Option 2: We are offering that [redacted] keep all four of the purchased said Kinetico equipment; and Shelton’s Water will pay $768.00, which is the amount that [redacted] paid to [redacted] for work performed on their Maytag ice maker on 04/11/15.  - Again, Shelton’s Water did not call [redacted] to interview or screen or arrange/ schedule any service. Shelton’s Water consultant, simply did as requested by [redacted], and provided the name and phone number via the chain of command/ as described in second paragraph of this response.Shelton’s Water is not a provider of ‘excuses.’  We are happy to stand behind our company and our long running excellent customer service of forty plus years in this industry.Furthermore, may we add…. On 05/12/15, [redacted] called Shelton’s Water and spoke to officemanager, [redacted] told [redacted] that she and her husband no longer wanted any contact or communication with our consultant, [redacted]. Shelton’s Water honored [redacted] request…  However, please see attached texts photos. These photos show that [redacted] continued to send text to our consultant [redacted]…  As directed by the office manager, upon [redacted]’s request, [redacted] responded only once just to reiterate [redacted] request… Yet, [redacted] continued to text. The first texting began on what we believe is 6/10/15. [redacted] made one response as to why he had refrained from response. After [redacted] sent his text and explanation, [redacted] sent yet another text on Friday, 06/12/15; ALTHOUGH [redacted] HAD REQUESTED NO COMMUICATION FROMCONSULTANT, [redacted].Shelton’s Water wishes to receive the option choice within ten business days.  After ten business days, additional depreciation to said equipment will be figured in. We look forward to your response.