Initial Business Response /* (1000, 13, 2016/06/29) */
CRS unit customer is referring to was installed June CRS stands for chlorine reduction systemWater softener was installed January
The CRS unit is over years old and the Water softener is over Our service tech has been to
their home and determined the CRS is removing the chlorine it was intended to removeWith regards to the light black ring in toilet, he tried a fix, but the CRS was installed correctly (not backwards, it can't be installed backwards) and his fix was a valid attemptWe are working with the customer and I personally will be going to the next service call to help find resolution to the black ring problemThis problem could be caused by the old water softener or the year old CRS systemAfter this amount of time, the media in the water softener or CRS maybe in need of replacing depending on water usage, large spikes in water pressure, or a number of other issuesIf it is the CRS, I will replace the media at no cost to the customerWe will determine if it is the CRS or the older water softener and I will go above and beyond to eliminate the black toilet ring problemI have recently (within the last year) taking over ownership and will work with Mr***
Initial Consumer Rebuttal /* (3000, 15, 2016/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We had an appointment for the owner and the repair man to come out on 6/30/Neither of them showed up and did not call us of any problemsI called the business and left a voice mail asking were they where atNo reply
This has gone on long enough and want my full purchase price of $backI do not trust this company to fix anythingAttached is a picture of our three toiletsWe clean them every week
Final Business Response /* (4000, 19, 2016/07/05) */
Customers appointment was for Friday 7/at 4pmWayne from our office had talked to *** on 6/24/to change appointment from 6/to 7/All documented with SalesforceLead service technician arrived to appointment just after 4pm to find customer in driveway working on trailerThe problem was discussed as an age and usage problem with the media, not an equipment issueBy the way, when water was tested recently, the CRS was doing its job of removing chlorine and also removing ammoniaEven though it is not an equipment or warranty issue, our technician offered free to put in new media in whichever system was causing the carbon problemNeither of which we are obligated to due to age of systems (and years), but willing to fix as a gesture of goodwillAlso, customer told the technician that it was sold to him as an iodine removal system, but customer later recanted and said ammonia removal systemHe did not want us to fix it, he wanted full refund of his year old unitPer our service technician, customer was noticeably agitated when he arrivedCustomer asked that owner call him to discuss full refundI called customer this morning just before noon because yesterday was a holidayI asked why he didn't accept offer to fix system, and his response was that it wasn't a fix, it was a patchOur offer to put in new media would require dismantling either or both systems to essentially rebuild them in order to replace the mediaThe end result would have been almost new systemsCustomer reiterated he wanted full refundI answered that was not going to happen with a year old functioning working system that has been removing the chlorine and ammoniaAt this point, customer hasn't allowed us to determine whether carbon is coming from year old water softener or year old CRSCustomer stated he will see me in court and hung up the phone after seconds while I was waiting to see if he would come back to discuss further
To recap, customers CRS is working removing chlorine and ammoniaIt had a one year warranty on media which has expired as of We offered to replaced media (free) which would have eliminated customers carbon problemHe refused and has threatened legal actionWe stand behind our products and we know they are some of the best in the industryKinetico has many products that are rated consumers digest best buyDespite the customers words, the offer of fixing his carbon problem is still available if he chooses
Initial Business Response /* (1000, 13, 2016/06/29) */
CRS unit customer is referring to was installed June CRS stands for chlorine reduction systemWater softener was installed January
The CRS unit is over years old and the Water softener is over Our service tech has been to
their home and determined the CRS is removing the chlorine it was intended to removeWith regards to the light black ring in toilet, he tried a fix, but the CRS was installed correctly (not backwards, it can't be installed backwards) and his fix was a valid attemptWe are working with the customer and I personally will be going to the next service call to help find resolution to the black ring problemThis problem could be caused by the old water softener or the year old CRS systemAfter this amount of time, the media in the water softener or CRS maybe in need of replacing depending on water usage, large spikes in water pressure, or a number of other issuesIf it is the CRS, I will replace the media at no cost to the customerWe will determine if it is the CRS or the older water softener and I will go above and beyond to eliminate the black toilet ring problemI have recently (within the last year) taking over ownership and will work with Mr***
Initial Consumer Rebuttal /* (3000, 15, 2016/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We had an appointment for the owner and the repair man to come out on 6/30/Neither of them showed up and did not call us of any problemsI called the business and left a voice mail asking were they where atNo reply
This has gone on long enough and want my full purchase price of $backI do not trust this company to fix anythingAttached is a picture of our three toiletsWe clean them every week
Final Business Response /* (4000, 19, 2016/07/05) */
Customers appointment was for Friday 7/at 4pmWayne from our office had talked to *** on 6/24/to change appointment from 6/to 7/All documented with SalesforceLead service technician arrived to appointment just after 4pm to find customer in driveway working on trailerThe problem was discussed as an age and usage problem with the media, not an equipment issueBy the way, when water was tested recently, the CRS was doing its job of removing chlorine and also removing ammoniaEven though it is not an equipment or warranty issue, our technician offered free to put in new media in whichever system was causing the carbon problemNeither of which we are obligated to due to age of systems (and years), but willing to fix as a gesture of goodwillAlso, customer told the technician that it was sold to him as an iodine removal system, but customer later recanted and said ammonia removal systemHe did not want us to fix it, he wanted full refund of his year old unitPer our service technician, customer was noticeably agitated when he arrivedCustomer asked that owner call him to discuss full refundI called customer this morning just before noon because yesterday was a holidayI asked why he didn't accept offer to fix system, and his response was that it wasn't a fix, it was a patchOur offer to put in new media would require dismantling either or both systems to essentially rebuild them in order to replace the mediaThe end result would have been almost new systemsCustomer reiterated he wanted full refundI answered that was not going to happen with a year old functioning working system that has been removing the chlorine and ammoniaAt this point, customer hasn't allowed us to determine whether carbon is coming from year old water softener or year old CRSCustomer stated he will see me in court and hung up the phone after seconds while I was waiting to see if he would come back to discuss further
To recap, customers CRS is working removing chlorine and ammoniaIt had a one year warranty on media which has expired as of We offered to replaced media (free) which would have eliminated customers carbon problemHe refused and has threatened legal actionWe stand behind our products and we know they are some of the best in the industryKinetico has many products that are rated consumers digest best buyDespite the customers words, the offer of fixing his carbon problem is still available if he chooses