Ultra Pure Products, Inc.

*** ***Ultra Pure Products, IncPO Box Millerstown PA 17062 This message is in regard to a complaint submitted to the Revdex.com by Brenda Benninghoff.*** *** The Revdex.comMESSAGE:Complaint: ***Hello,
This is a follow up the conversation I had with Ida this morning regarding the Brenda *** complaint
Our service manager, *** *** was able to finally reach *** *** by telephone earlier this morning to try to schedule an apptto go to their house to service their system to resolve this sitution. *** told her he talked to her husband more than a month ago and ** *** was suppose to call back to schedule an apptto show him how to rebed the neautralizer himself to save money. *** said she gave our telephone number to her husband to give us a call just the other day again to set up an appt. She said he probrably lost the phone number and that is why he didn't call but she was going to give it to him again to call and schedule the apptwith *** ***. We will wait for his call and hopefully schedule to get them taken care of satisfactorily.
Respectfully,
*** ***
Owner/President

Complaint: ***
I am rejecting this response because:
I mistakenly missed answering an email about my complaint against Mountain Pure Water systems and now it's closed Could you please see the attached and re-open the case.
Thank you,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I will not be satisfied with this company until they come in to my home and have my treatment system working properly. Currently the neutralizing tank is bypassed because we lose all water pressure This tank should not have to be re-bedded every couple months. That goes against everything they told us when they installed this system When I spoke with *** from Mountain Pure this morning. He stated that he tried to reach my husband and could not. But he also told me that he has not been leaving messages. You absolutely need to leave a message! The type of work my husband does, he can not always answer the phone and he travels a lot and has limited service.
Regards,
*** ***

To Whom it may Concern:  Mountain Pure Water Systems filed Chapter 7 Bankruptcy on Friday a week ago and is no longer responsible for your service on your system.  Your warranty is provided by the manufacture which is Water Resources International, Inc. and is still in full force as...

before.  Mountain Pure was in business for 25 years and had an A+ accredited status because it has always taken care of its customers while in business.  No business is expected to continue to respond to or service past customers after they are out of business.  As in life, sometimes things are beyond the control of any single person or entity and hard decisions have to be made.  It is with a heavy heart that Mountain Pure has closed its doors after 25 years and certainly is not what anyone wished to happen.  As for your comments about Refresh20 Water Systems, Inc being the same company is absolutely false.  It is a completely different company and was never affiliated with Mountain Pure in any way.  Water Resources International Inc. which holds your warranty will be notifying you in a letter soon as too the new distributor in your area servicing your equipment.  Any and all future correspondence should be directed to them at [redacted] 
Thanks you for your support over the years and continued health and happiness to you and your family.

To whom it may concern,
[redacted]. [redacted] purchased a whole home water treatment system from us in 2010.  She purchased a [redacted] Drinking Water System from us for $6295.00.  As she would have been told at the time of the sale, there is routine...

maintenance and annual filter changes which needs to be performed on the system in order to keep it functioning properly however these are not included in the original purchase price.  [redacted]. [redacted] also received an acid neutralizer because her ph was very high at the time of the install.  She was not charged for the acid neatralizer, however she is responsible for the maintenance of the system in order for it to work properly.  The neautralizer would need to be rebeded every year or two years depending on the severity of the ph.  We were to [redacted]. Benninghoffs house and rebeded the neautralizer the first time at no charge to her because it was clogged up.  We actually had to remove it and then return at a later date and reinstall it.  We didn't charge her for any of this work.   We called her back in 2011 to do the annual filter change on her drinking water system and she told us at that time that the neautralizer seemed to be working good.  We called several times in 2013 because we figured the neautralizer would need rebeded again, and received no return calls.
Since receiving the notification from the Revdex.com, we have attemped to call [redacted]. [redacted] on her home phone and cell phone several times.  We have left messages and have received no return calls.  If [redacted]. [redacted] would like to have her annual filter change completed and her acid neautralizer rebeded (if it is a 6.0 as she stated, it needs rebeded) then she needs to return our calls and schedule to have it completed.  We however never stated that there would be no maintenance or charges to maintain her system.  We service almost 8000 customers and they all are charged by the same guidelines as [redacted] for maintenance of any water treatment equipment they purchased from us.
We would like to resolve any water issues [redacted]. [redacted] may have as soon as possible and get her family back on good water.  We do apologize if we did miss returning any phone calls, it certainly was not our intent to ever miss calling a customer back.  We appreciate [redacted]. [redacted] as a customer now and into the future.  Please have her return our calls to schedule an appt. as soon as possible.  I have informed our Customer Care Manager, [redacted] to follow up on this also with our scheduling dept to make sure it gets handled immediately.
Respectfully,
[redacted]
Owner/President
Mountain Pure Water Systems

Review: Since they installed our water softener there have been issues, so we tried calling them and whoever we needed to talk to was never in and would call us back. They never did! This was like three different times. Our system was installed in the beginning of September and we were supposed to get a space saver tank installed since the other one didn't fit I the closet, by the end of September we still didn't have it. They also told us they call after 4 weeks to see how everything is going.....no phone call or they would have known that our water still had the smell and we did need the chlorination system that was discussed, our water still had hardness to it, no one had returned my calls yet, the system had flooded our house and you are supposed to get free products when you buy the system.....where were they????!!! I am just so done with the company and it's "service". The only reason we were willing to pay so much more is we though we could finally drink our water and not have the sulfur smell after almost 20 years. Now we are paying for a system that doesn't even work!!!!! How us that fair to honest, hard working people that live paycheck to paycheck?? By the time I did get to talk to someone I was done, I didn't want fixes, I want this system out of my house and the loan out of our name. Why should we have had to deal with all that and when they finally decided to help us, we should just forget about everything that happened? They offered to look for mold from the flooding, but if they would have been back out here in the first place and made that call after 4 weeks, or returned my calls maybe all that would not have happened.Desired Settlement: System removed, loan out if our name and if any bad remarks toward our credit have it removed, make sure there isn't mold in our walls from flooding, pay for the floor that was ruined.

Review: Some of the invoices from Mountain were very hard to read and I just could not make out some of the letters and words.

08/18/10 Purchased water treatment system from Mountain for $5,995.00.

08/19/10 Water treatment system was installed. We wanted a large filter, like we had before, but we were informed that a small sand filter was at I we needed.

09/02/10 The water line on the refrigerator was not working. I had to call a repairman for the refrigerator. The repairman proceeded to tell me that the problem wasn’t with the refrigerator, but it was the water line. I then called Mountain and they came and told me that the refrigerator should have a filter, but the repairman said that our refrigerator doesn’t need a filter So, the repairman came back and he put a filter on the water line to the refrigerator. (Before Mountain left, they did replace some filters under the kitchen sink and they replaced a UV bulb, which we later found out was the wrong size and had to be replaced again!! At this point, I didn’t pay anything to Mountain, but I had to pay the repairman for two visits!

09/16/10 inv. # [redacted] - N/C - Mountain came again. I was having hollow ice cubes and didn’t have any water pressure. They replaced pre carbon - it is also a net filter. I have repeatedly asked them to put a large filter on the system and Mountain keeps saying that we don’t need a large filter. But, the filter keeps getting clogged and, then again, no water pressure,

12/21/10 Inv. # [redacted] - N/C - Mountain came again. I had little water to the ice maker. Filter needs to be cleaned again. It is clogged. Again, I asked for larger filter.

02/08/11 Inv. # [redacted] - N/C - Mountain came again. I had slow water from RO to the ice maker. I am getting white spots on all my dishes, glassware and in my dishwasher. I canned last year and there were white spots on all of my canning lids and jars. Now, that is just how hard my water is. Mountain increased RO tank pressure. Again, no water pressure.

03/24/11 Inv. # [redacted] - N/C - Mountain was here again. I had little water from RO.

They set RO tank at 8 psi and replaced pre carbon - it was all black and clogged. Again, they saw no need for a big filter.

05/24/11 Inv. # 110520148 - N/C - Mountain was here again. I had little water from RO and they were to install a booster pump. I wanted an inline filter reinstalled in my incoming well line for watering down basement floors. I didn’t want this water going through the system. They installed the pump and set tank psi at 6 psi.

05/31/11 Inv. #110531246 - N/C - Mountain was here again. I wanted them to check over the system. I am still fighting for a large filter. They said they will order a filter, and when it comes in, they will install it.

07/02/11 Inv. # 110531246 - N/C - Mountain came again. I wanted them to check over the system and install spin down filter. They did install the spin down filter (which was a little filter) and checked the system. I asked Mountain for the one gallon of HR that the office promised me, at no charge, but he wanted to charge me for it. He tried to call the office and find out if this was OK, but didn't get anyone. I said that if I have to pay for it call me and I will send Mountain a payment.

08/30/11 Inv. # 110829042 - N/C - Mountain was here once again. He cleaned filter and flushed exp. tank because he thought there was probably sediment on the bottom of the tank. But, if they would have installed a large filter, in the first place, I wouldn’t be having these problems.

At this point, I am so frustrated with Mountain. I shouldn’t have to be calling them all the time to come and look or fix this system. And, the fact that they just simply refuse to put a large filter on this system is just mind boggling.

04/05/12 Inv. # 120404924 - $85.00 - Mountain was here again. We weren't using salt because the tank is not charging. The ophiuses were clogged, so Mountain cleaned the ophiuses. Mountain stated that they got good suction and water was put back into brind tank.

I am so tired of dealing with Mountain. I am getting no satisfaction from them. The small filters keep getting clogged.

03/08/13 I had no water pressure. I called Mountain at 2:58 p.m. and spoke with [redacted].

They could not have anyone come and look at my problem until 03/27/13 between 2:00 p.m. and 3:00 p.m. (She told me that they only had one technician and that is why he couldn’t come until 03/27/13). They were finally going to put a big blue filter on the system and a shut-off valve so that I would not have to shut off my whole water system. THEY NEVER CAME ON 03/27/13 AND THEY NEVER CALLED TO TELL ME THEY WEREN’T COMING.

03/09/13 [redacted] from Mountain called and said that the reason they weren’t here the day before was because the big filter didn’t come in. I said that it probably wasn’t ordered, but, of course, she said that it was.

They have not been here since 04/05/12 and I have not heard anything from them about the big blue filter or shut-off valve. I asked to speak to the Supervisor, but, of course, he wasn’t there, so I asked to have him call me. So far, I haven’t heard from the Supervisor either!!

We haven't put salt in the system in months and the tank is not charging. I have paid for this system that has not worked since I got it.

03/13/13 I called the manufacturer of the water system (11:10 a.m.) and talked to [redacted]. I explained what has been going on and she said that “they” would call Mountain and see if the problem can get resolved.

Haven’t heard anything from anyone.

04/08/13 I called the manufacturer again and asked to speak to the President of the Company, but, of course, I couldn’t. I spoke with a man this time (but did not get his name). This was at 2:20 p.m. I was told that “they" will call Mountain.

I’m still waiting.

In the midst of all of this, my husband passed away on 06/30/12 and I’m trying to deal with Mountain and everything else.

Your attention to this matter would be greatly appreciated.Desired Settlement: Please see attached information.

Business

Response:

Re: Customer Name:

[redacted]

To whom it may concern,

**. and [redacted]. [redacted] purchased their system in 2010 and states that she has had several issues over the past few years in her letter. The system they purchased has a limited lifetime waurantee through the manufacturer and Mountain Pure Water Systems schedules and performs all the required service or maintenance on their purchase as the distributor for the manufacturer. [redacted]. [redacted] states that the filter she currently has (inline filter which is additional to the water treatment system) keeps clogging up. That is because it does require proper maintenance in order to function properly which was explained to them when it was installed. However it does need to be cleaned every so often to work properly. [redacted]. [redacted] states in her complaint that she hasn't put salt in the system in months so it will not work properly if not properly maintained by the customer. [redacted] states that she has paid for the system and it hasn't worked properly since she got it. If you don't maintain it properly it will not function properly. She also state that she has been requesting to have a different inline filter put on her system (again not part of the original Water Treatment System Hydro Quad and Reverse Osmosis Drinking System purchased) and so we are going to contact [redacted]. [redacted] today to schedule to install that filter at no cost to her in order to satisfy her request and hopefully resolve her complaint. However, she will still have to have the regular scheduled maintenance done(filters changed and salt in the main system) in order for it to perform properly.

In closing, [redacted]. [redacted] purchased a system almost three years ago and would certainly not be eligible to receive a refund of any type. With all due respect, you would not purchase an automobile and drive it for three years and then request your money be refunded. We stand behind our product 100% and will do whatever is necessary to make sure [redacted]. [redacted] has a properly functioning system in her home. She in turn though must also make sure she is maintaining the system properly in order for that to happen.

We hope we can resolve this issue to her complete satisfaction and regain her confidence in her systems ability to handle all her water concerns.

Sincerely,

President/Owner

Review: They sold us a $6300 whole house water treatment system in November 2010 and we have had nothing but problems since. It does not work properly. My waters PH was tested today and is 6 which makes it very acidic. They have charged me to come do services calls and then bring in other equipment to fix the problem, but their "fix" just creates way more problems. Their technician flooded my mechanical room by blowing out the main water line coming in to the house. They will not return my messages.Desired Settlement: I want a water treatment system that works and does not cause other problems in my home. I do not want them to keep charging me service calls to come fix the product that has never worked right from the beginning. And I don't want to have to pay for all these extra tanks they say we need when in the beginning they told us the we only needed the hydro quad.

Business

Response:

To whom it may concern,

[redacted]. [redacted] purchased a whole home water treatment system from us in 2010. She purchased a [redacted] Drinking Water System from us for $6295.00. As she would have been told at the time of the sale, there is routine maintenance and annual filter changes which needs to be performed on the system in order to keep it functioning properly however these are not included in the original purchase price. [redacted]. [redacted] also received an acid neutralizer because her ph was very high at the time of the install. She was not charged for the acid neatralizer, however she is responsible for the maintenance of the system in order for it to work properly. The neautralizer would need to be rebeded every year or two years depending on the severity of the ph. We were to [redacted]. Benninghoffs house and rebeded the neautralizer the first time at no charge to her because it was clogged up. We actually had to remove it and then return at a later date and reinstall it. We didn't charge her for any of this work. We called her back in 2011 to do the annual filter change on her drinking water system and she told us at that time that the neautralizer seemed to be working good. We called several times in 2013 because we figured the neautralizer would need rebeded again, and received no return calls.

Since receiving the notification from the Revdex.com, we have attemped to call [redacted]. [redacted] on her home phone and cell phone several times. We have left messages and have received no return calls. If [redacted]. [redacted] would like to have her annual filter change completed and her acid neautralizer rebeded (if it is a 6.0 as she stated, it needs rebeded) then she needs to return our calls and schedule to have it completed. We however never stated that there would be no maintenance or charges to maintain her system. We service almost 8000 customers and they all are charged by the same guidelines as [redacted] for maintenance of any water treatment equipment they purchased from us.

We would like to resolve any water issues [redacted]. [redacted] may have as soon as possible and get her family back on good water. We do apologize if we did miss returning any phone calls, it certainly was not our intent to ever miss calling a customer back. We appreciate [redacted]. [redacted] as a customer now and into the future. Please have her return our calls to schedule an appt. as soon as possible. I have informed our Customer Care Manager, [redacted] to follow up on this also with our scheduling dept to make sure it gets handled immediately.

Respectfully,

Owner/President

Mountain Pure Water Systems

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I mistakenly missed answering an email about my complaint against Mountain Pure Water systems and now it's closed. Could you please see the attached and re-open the case.

Thank you,

Business

Response:

[redacted]Ultra Pure Products, Inc. PO Box 589 Millerstown PA 17062 This message is in regard to a complaint submitted to the Revdex.com by Brenda Benninghoff.[redacted] The Revdex.comMESSAGE:Review: [redacted]Hello,

This is a follow up the conversation I had with Ida this morning regarding the Brenda [redacted] complaint.

Our service manager, [redacted] was able to finally reach [redacted] by telephone earlier this morning to try to schedule an appt. to go to their house to service their system to resolve this sitution. [redacted] told her he talked to her husband more than a month ago and [redacted] was suppose to call back to schedule an appt. to show him how to rebed the neautralizer himself to save money. [redacted]. [redacted] said she gave our telephone number to her husband to give us a call just the other day again to set up an appt. She said he probrably lost the phone number and that is why he didn't call but she was going to give it to him again to call and schedule the appt. with [redacted]. We will wait for his call and hopefully schedule to get them taken care of satisfactorily.

Respectfully,

Owner/President

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I will not be satisfied with this company until they come in to my home and have my treatment system working properly. Currently the neutralizing tank is bypassed because we lose all water pressure. This tank should not have to be re-bedded every couple months. That goes against everything they told us when they installed this system. When I spoke with [redacted] from Mountain Pure this morning. He stated that he tried to reach my husband and could not. But he also told me that he has not been leaving messages. You absolutely need to leave a message! The type of work my husband does, he can not always answer the phone and he travels a lot and has limited service.

Regards,

Review: Mountain Pure Water Systems have been giving us the run around with our water system that was installed in our home in 2006. The system is pushing excessive amounts of water to our sand mound. The end of 2012, [redacted] the supervisor came out to our home and he unplugged the iron filter. He told [redacted] that by doing that, there would not be as much water pushed down to the sand mound and that our iron levels would not be affected. We had to have our septic pumped the end of 2012. On Feb 15, 2013 we had our septic pumped again because our septic alarm went off. Two weeks after the septic was pumped, the alarm went off again. Our water also has a lot of iron it in as well, so the system is leaking water and it has iron it. We called several times the week of March 4, 2013. The supervisor was supposed to come one night but never called and never showed. They do not return calls and when we requested the supervisor to come look at our system, he sent out a new employee who had no experience on March 8, 2013. The new employeed called the supervisor when he was in our home on March 8 and the supervisor said he would contact us as soon as possible. We sitll have not heard from the supervisor. They do not return calls or try to schedule to come out and look at the problem.Desired Settlement: We want the supervisor or someone who knows what they are doing to come look at our system and tell us what is wrong. We also know that the timing motors and service calls are not covered under warranty, but anything else that needs repaired must be covered under the warranty. (Hydro Quad system has a life time product guarantee).

Business

Response:

Response to [redacted] Review:

To whom it may concern:

Let us first of all address this customer complaint by saying that this customer is making false and misleading statements to the Revdex.com on this situation. The fact is that this customer did not purchase a water treatment system from Mountain Pure Water Systems as they are insinuating in their complaint. They purchased a home in approximately 2010 that already had a system installed in it back in 2006 that was purchased by the original homeowner. They payed Mountain Pure no monies at anytime for the water treatment system in their home now.

[redacted] contacted us after he purchase the home and ask us if we could come out and look at the system that was installed in their home as it was the same product that we sell. [redacted]'s water system also has several other peices of equipment being used with the system that we sell which he wanted us to work on also. The lifetime guarantee which this customer is referencing in this complaint on the [redacted] treatment system tank which was already in his house when he purchased it carries a lifetime guarantee from the manufacture ([redacted], not Mountain Pure) for the Original Purchaser only, not someone who buys a house that has a system installed in the home already. It is not transferable to the next homeowner. All of [redacted]'s other water treatment equipment carry no warrantee from Mountain Pure, as he did not buy it from Mountain Pure either.

Even if [redacted] had purchased the system he currently has in his home from us, the gaurantee from Water Resources International would only be on the tank, valve and media. It would not cover any labor or service charges that would be incurred for repairs by any Disributor for Water Resources. However, since [redacted] did not purchase his system from us as stated earlier, or any Water Resources Distributor for that matter, he would have to pay for any and all work done on his equipment, including parts and labor. This was explained to [redacted] in advance before we ever agreed to come to his house the first time.

We also explained to [redacted] that he could purchase a Lifetime Guarantee from the manufactuer as the second owner for $350.00 to cover his system in the future as the second owner. He has elected not to do that.

Having known all of the above facts, [redacted] still requested that we come out and check out his system and fix whatever we found to be the problem. The first time we were at [redacted] home, according to our service records, we replaced several parts in the valve of one of his peices of equipment to get it working properly. He also has an iron problem which in our opinion is getting worse and needs a different type of system to solve the problem in addition to what he has now. He states that the system is filling up his septic system very quickly, which if there is a problem with his septic system drainfield or something else (we suspect that to be the case only), there is nothing we would do to repair that problem. He would have to contact someone else to solve his septic issue. We quoted him a price to buy the equipment to solve the increasing iron issue and he said he wanted to have a water test done first and then he would decide what he wanted us to do, if anything. Now he wants us to take a water test for him, however he does not want to pay for it either. [redacted] has not payed us for any of the work that we have done thus far, which includes parts and service call charges for several trips to his house.

In closing, Mountain Pure is always happy to welcome new service customers even if they did not purchase their system from us, however we do not work on any equipment without expecting payment. This customer as we stated has mislead the Revdex.com in their complaint to falsely believe that they purchased their system from us and that we are not honoring the guarantee, which is totally false. We will not do any further work or requested water testing for this customer without full payment for existing work completed first.

We are an accredited member of the Revdex.com and have earned that title by many years of exceptional service to our customers and feel this complaint is without any merit (misleading and completely unjustified) and should be erased from the Revdex.com system completely. We have been in business for 23 years and we take great pride in servicing our 7000 plus customers in Pa and surrounding areas. We strive to provide our new and existing customers with 100% satisfaction. or we make it right, however we also don't want to be taken advantage of by false accusations for personal gain.

Sincerely,

Owner/President