Ultra Pure

Review: I had a filtration system installed on my kitchen faucet and one installed on my shower 6 months ago. The salesman had told me that the kitchen system would hook up to my pot filler which it did not. The shower system was also nothing like described to me by the salesman. Unfortunately I decided to allow the systems to be hooked up. The shower system was supposed to soften the water and eliminate the residue on our glass shower doors. After one week of the system, I called my sales rep because the residue was still there. After speaking to his manager, the salesman called me back and let me know that it was only because the system was new. A major selling point of the kitchen system was that it was going to remove 99.9 percent of all impurities and raise the pH levels in the water. I had my water tested on August 24th and found that the water coming from my faucet is almost identical to the water coming from the filtration system. The TDS for the faucet is 193 and filter is 189. The pH levels for both are 7.8, 9 grain hardness, and 0 nitrates. When the salesman came originally he showed that we had nitrates in our water. I am very disappointed with this system. I tried to call the salesman for throughout July and August to later find that he is no longer with the company. I spoke with customer service on August 28th and they told me a technician would come to replace the filters, but they would have to call back to schedule an appointment. They also said a specialist would come by to test the water. I have not heard from Ultra Pure LLC since that phone call. I sent an email on September 2nd but still have not heard back. I called again today at 4pm, but nobody answers at customer service. I am very upset with both of my systems and would like my 5 year lease canceled. Please let me know how to handle this matter from here. Neither system works anywhere near described and I would like them both removed.Desired Settlement: Neither system works anywhere near described, and I would like them both removed. I would also like my lease agreement terminated.

Business

Response:

We contacted our customer, [redacted], yesterday September 21st, 2015. He agreed to letting us send the technician to his home, to check the filters. He also agreed to letting us send a representative to re-test his water. These services are taking place on Saturday, September 26th, 2015 at around 9-9:30am.If you have any questions for us, please do not hesitate to contact me through this email or by calling our office at ###-###-#### ext# [redacted].We will keep you updated with any further information.

Consumer

Response:

Review: 10803798

I am rejecting this response because: the business has not finalized any decisions. They sent a representative to my house who tested my water. The tests that the representative did showed that the water filtration was not working because there was a crack in the filter. I have attached a photo sent to me by the representative that shows the water had chlorine in it, and was not working properly. I have been paying for this system for 6 months. The representative also informed me that the systems that were sold to me were not appropriate for my house because they did not solve the issues that I wanted corrected. He also stated that the original salesperson should have come two weeks after the initial install to retest the water to make sure that everything was working correctly. This never happened. A customer service representative did contact me after this and offered me 3 options which we are currently trying to work out the details. However, since I am still waiting to hear from the company, and I have experienced such horrible customer service in the past, I am do not feel comfortable accepting the response at this time.

[redacted]

Business

Response:

I just wanted to update you on the status of this complaint. I have been in direct contact with [redacted] since the complaint was submitted. I apologized for our company not responding to him and assured him that I will be his point of contact moving forward. I have specifically been hired to handle the customer service staff issues that have resulted in this unfortunate problem. I sent a technician to his home on September 26th to test the 20" water filter and the details of that meeting are listed below. It appears that the cartridge got a hairline fracture around the time he had and outside vendor test his water since, water pressure alone does not cause the ceramic to crack. We replaced the damaged filter cartridge with a new one at no additional cost even though the filter cartridge was in working condition at the install. [redacted] stated that he is not happy with the shower filter we installed because it does not allow him to use his "rain shower head" that he spent a lot of money on. I explained that we will remove the shower head and reinstall his previous one. I presented him with 3 options that our company is offering him to resolve this current situation and he chose Option 1:Hi [redacted],Thank you for sending me your choice of Option 1--to stay with the 20" water filter and receive the 5 gallon container of All Purpose Cleaner that you can refill for 5 years.Now that you have made your decision, We/Ultra Pure can now contact Time Payment regarding the your lease. Since Time Payment owns the product and the lease, it is our goal to try and reach a resolution with Time Payment (that they agree on) regarding payment for the shower filter. Once Time Payment agrees, Ultra Pure will pay Time Payment for the balance of the lease on the Shower Filter and we can then schedule to un-install the Ultra Pure Shower filter and re-install your 'Rain' shower filter.To address your statement that products were not working for the time they were installed, I would like to clarify the accuracy of this:Our installer checks the equipment prior to installation and immediately after installation (water testing included) to ensure that the unit is working properly. Somewhere between the installation on March 8, 2015 and your having the water retested on August 24, 2015, the unit got a hairline fracture in the ceramic. This cannot be caused by water pressure alone. It can only occur by bumping/hitting or dropping the ceramic. So we can conclude that the unit was working up until August 24, 2015. We have sold thousands of water filters and this is not a common problem that we experience at all. We sent Carlos our water technician, on September 26, 2015, to test your current filter. He confirmed that the filter tested positive for chlorine and the pH was 7.8 due to the hairline fracture in the ceramic. He replaced your damaged water filter cartridge with a new one and he tested the new cartridge. It tested negative for chlorine and the pH was almost 9. The shower filter has always been working, you were just not happy with the unit and how it was installed.We can reimburse you 2 payments of $36 for August and September from the time we concluded the damage occurred and we corrected the problem for the 20". Please, again, keep in mind that Ultra Pure still has to payoff your lease for the shower filter for you. As an additional courtesy, we have also given you a 5 gallon container of All Purpose Cleaner that is refillable for 5 years. That is a $575 value! We will be helping you save $11 per month on having to buy household cleaners($575/54 months remaining = $11). So when you look at it, that $11 savings you are receiving means you are actually paying $25 per month for the filter.I will be contacting Time Payment today to finalize this issue ASAP!Warmest Regards,[redacted]I have contacted Time Payment because they are the company who [redacted] has the contract with. They own the product and the lease (financing) so I cannot do anything else upon their approval. I have submitted a request today for Time Payment to consider and the request submitted is as follows (this request has not been discussed with [redacted]):"I wanted to propose that Ultra Pure refund Time Payment $2122.45 minus the 5 payments ($56 +tax) you received from [redacted]. Re-book a new contract for $36 +tax per month for 60 months to [redacted] and Ultra Pure refunds [redacted] 5 payments of $36 +tax."Once, I hear from Time Payment and what terms they agree to, I can contact [redacted] and move forward!!!

Review: I purchased a filtration system for my whole house from this company. I was promised that this system would help us not use so much soap and it would soften the water so I wouldn't see build up on my shower. Well.... I still see a lot of buildup and the "5 year" supply of soap that they also promised is gone within a year. The salesman clearly saw that 3 people live in the house but he said by using the filtration system that the soap they provided would indeed last 5 whole years. I've made MULTIPLE calls to this company and every time (besides the attitude from the CS rep)... nobody ever calls me back to help with these issues. I have called complaining about the soap issue and that there's still build up which to me means that this system is not even working but I'm paying faithfully $63 for it!Desired Settlement: I would like this system to be taken out of my house. I don't trust this company and for my health and my family's.. I would rather have my husband install our own. I feel like I'm paying for nothing.

Business

Response:

We serviced both [redacted] and [redacted] on November 17, 2015 at 6:00 pm. The technician retested the water to address the customer's complaint of 'build-up'. Build-up that could occur would be from sediment (hard water). The water re-tested at 4 grains of hardness, which is not considered 'hard water'. According to Water Quality Association standards, soft: 0-3.5 grains per gallon (gpg),moderate: 3.5-7.0 gpg,hard: 7.0-10.5 gpg, and very hard: over 10.5 gpg. The WH unit the [redacted] have installed addresses hardness levels between 4-7 grains of hardness. The unit is a water filtration system that will provide a 'softening-effect' because of the magnatration within the filter. As a courtesy, we have scheduled our Installer and technician to show [redacted] how to backwash the WH unit on Monday, November 23, 2015 at 5:00 pm. This will allow [redacted] to backwash unit at his determined frequency. We also addressed the issue of the soaps not lasting 5 years with the customer. It was explained that the 5 year supply (60 bars) the [redacted] received is the standard amount issued from the manufacturer based on standard usage. They stated they went through 60 bars of soap in 10 months....they would have had to use 6 bars per month to go through a 5 year supply. As a courtesy we gave them an additional 5 year supply of bar soaps and explained that they should keep the bars away from a 'constant water drip' or from them sitting in a puddle of water. The bars will degrade faster otherwise. The customer stated they would contact the Revdex.com to let them know the issue is resolved.

Review: I have never been a customer of Ultra Pure LLC, or its affiliates. I have never signed anything with this company making me responsible for any account with them. They used my debit card information on file to satisfy a past due balance on account that I am not responsible for. They failed to respond to my formal request to reverse the charge which was emailed on Tuesday, 1/28/14Desired Settlement: I want a full credit to my debit card issued, and I want written notification from company that I will not be charged for any of their services in the future.

Business

Response:

I am writing you to formally end the complaint, We credited the customer the full amount disputed 96.51 on the original card charged