Vera Kevin DMD

The customer has stated that Dupure did not communicate with them after their email on 6/However, the warranty department responded to that email the same day, stating that their invoice had been turned into our accounting department for reimbursementWe requested that the customer allow us business days to process and mail the check After hours on 6/27, the customer sent another to email to follow up saying that they never received an email from warrantyThe same night on 6/27, our VP of corporate accounts sent an email to the customer reiterating that we needed to business days to process their checkBoth emails from Dupure have been attached to this Revdex.com responseThe reimbursement check was mailed to the customer this weekAt 10am this morning (7/1), [redacted] attempted delivery but no one was available to sign for the envelope [redacted] will attempt delivery again this coming Tuesday (the next business day)

Dupure has provided payment for the repairs to the cabinet company that the customer requested we useThe cabinet repairs have been scheduled for next Wednesday 7/between and 5pm

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I have not received the $compensation as detailed in their response; either that, or new RO membrane and pre/post carbon/odor/taste filters would be acceptable The business did respond quickly and promptly once contacted through Revdex.com.Thanks, [redacted] ***

The Customer Service Territory Manager and the Warranty Manager spoke to Mr[redacted] on 12/3/At this time Dupure was trying to collect payment of $for services rendered on 11/14/that the customer had previous agreed to pay forThe service was to perform a 20pt inspection and make sure that the softener was functioning within proper parametersThis service was already discounted and when it was performed the tech found that there were no problems with the water softener and that it was producing soft waterDuring the conversations on 12/the customer stated that he refused to pay for the service and expressed his concerns that his softener was not working properly despite evidence to the contraryTo allay these concerns Dupure offered to waive the fee that the customer refused to pay as well as to send out the service manager for his area on a free service call in order to inspect his unit againThe customer refused this offer and said that the only resolution he would accept was a free removal and a refund of his original purchaseWe are not able to accommodate this request as the homeowner has owned the system for over years which is well over any reasonable time frame for a returnFurthermore, there is a fee associated with removing a water softener because of the involved laborAccording to our current policies on non-payment of a service this homeowner should have a service hold on his account, however, we would be willing to still send out the service manager for free to inspect the system and satisfy the customer

The leak incident at this home was unfortunate, however, we were able to get it resolved quickly, getting ServPro out to the home and preventing any lasting damageWhen we originally installed the system, it required an inspection from the city and we called [redacted] to schedule this and he stated he works from home so anytime is good with him and that they also had a family member living there that could be there alsoIt was not a requirement that [redacted] needed to be home during the repairsFor the inconvenience we did offer a set of filters valued at $as well as a free point inspection with waived trip charge at a value of $for a total of $This is all we are able to offer as compensation at this point

The circumstances surrounding this complaint were due to a misunderstanding about what our warranty coversIn order to clarify and resolve this, our Customer Service Manager contacted the customer to explain in more detail the potential causes and solutions of the problems he was experiencing with his system as well as to outline the terms of our warrantyWe explained that the lifetime warranty covers parts for life, however, a trip charge still applies after the first yearIn order to satisfy the customer we also are sending out complimentary hard water test strips so that the home water can be tested, at which point we will schedule a one-time complimentary service call to ascertain that the system is indeed functioning properlyWe believe that these actions have satisfied the concerns that the customer had regarding the lifetime warranty on his system

This homeowner has been contacted by the Collections Manager who was able to put together an agreeable payment plan to resolve this matterMr[redacted] stated that he did not want his credit to be run again and he wanted to be able to make monthly payments, but that a month plan would not be possibleTo accommodate this, an month payment plan has been set up, sent to the homeowner as requested and has now been signed and returnedWe believe this action satisfies the concerns voiced by the customer

Revdex.com: 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 The company has not resolved the issueDupure' s tech did come out to my house, but informed me that he did not know what was causing the smellHe told me to clean my washer outI cleaned my washer out but the smell was still in my clothesIt was only unti I turned the system off the smell went awayCurrently, the system is turned off and the smell went awayThis confirmed that the problem is their systemA tech is scheduled to come by out on MondayI know he will give me the same informationSince the system is off and the smell is gone, this tells me it's their systemI want the system removed from my house asap now that we know it's the system, not my washerThank you! Regards,

The homeowner Mrs[redacted] stated that she called in to inquire as to an estimated time of arrival for our tech for the service call scheduled on 12/24, however our call reporting software did not support that claim, we did not have any call-ins from any number listed in the account on that dateOur tech states that he called the phone number provided on the service ticket multiple times on the way to the home and that he got no responseWe know that the tech did arrive at the home for the service call as he left a door tag stating that we missed the customer which they have admittedWe have notes in the account from 12/at 8:am stating that Mr[redacted] called in to update the phone contact number as the one we had was no longer correctThis means that the phone number that the tech called was incorrect so he would not have been able to reach the homeowners at the time of the original service At this time he also rescheduled his service appointment for 12/29, an appointment which he later called in to cancel on 12/29, the day of service, also the day that he submitted the Revdex.com complaint before allowing us to try and resolve the problemThe original Revdex.com complaint stated that the desired settlement would be a “complimentary service to fix [their] water system” which Dupure was more than willing to provideHowever, we called the homeowners to set up this free service on 1/and they called back on 1/to say that they were no longer satisfied with a free service and that they only wanted to systems to be removed at no cost After stating that we would not be able to remove the system without charging a fee since it has been installed for over years, the homeowners agreed to let us go out to their home and solve the problem, this service has been scheduled for 1/

Dupure has contacted the homeowner to discuss their concerns and a service call has been scheduled for the afternoon of January 14thThe division president will accompany the service technician and they will identify and correct any problems with the systems

Dupure has had the opportunity to review the complaint details from this customer and we have determined that we will be reimbursing the homeowner for the plumbers billDupure has contacted the customer requesting a copy of the plumbers bill and receipt that we can use as accounting documentation and the customer has sent this information to us via emailWe are currently processing a check request in order to mail the funds to the homeownerThe homeowner is satisfied with this resolution

Revdex.com: 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 Although there was a fast response to our complaint of water leakage, the DUPURE serviceman repeatedly told us that the DuPure installer had done a hasty job and did not properly install the piping correctly which caused the leakageI do not feel confident with this product as their own rep repeatedly bad mouthed his company, their product and their installers.I never said I worked from home, I said I would be home that day for the city inspectionThe comment about [redacted] not having to be there for the repairs is just ridiculous, my brand new house had water in the walls and under the carpet in three rooms caused by DUPureAnd of course I was going to be here to make sure everything was done rightI had to contact my [redacted] Home superintendent to get him involved to provide DuPure with a contractor to correct the floor damage that was caused by DUPure unit leakageI don't understand why I was offered a 20-pt inspection when DuPure has given us a lifetime warranty on our unit.All in all, I am trying to get compensated for the blowers and dehumidifier that ran my electricity for a continuous hours to get my floors dry from the 2nd leakage caused by the DuPure unitThe clean up of my garage from the initial leaking when the unit was installedI had just moved in my house and paint cans were wet and caused rust stains on my garage floorI have holes in my garage wall from where the DuPure unit was installed at initiallyLuckily I went to check on the status of the installation because they had placed the DuPure unit directly under my attic which would block access to the ladder accessThey had to move the unit and left the holesTheir installer lack of common sense and apparently "hasty" work makes me feel that this company is highly lacking in all aspectsSo far I have a bad experience and looking at other reviews on this company, I have seen that there are several of their customers also experiencing the same thing.A few filters and a pointless 20-pt inspections is not good enough for our overall bad experience with this companyAnd the hours of strangers being in my home repairing and consulting the damages caused by this companies productI also have pictures and videos if need be Regards,

The damages referenced by the homeowner are hard water spots caused by neglect of the system. In order for a water softener to provide soft water, it must always have salt in the brine tank. Brine tank maintenance is imperative and not covered under warranty; it is the responsibility of the homeowner. When our install manager went out to this home he noticed that the salt in the brine tank was fresh and the empty bags from the salt were on the top of a nearby trash can. When we looked at the electronic history log on the [redacted] , it showed many ignored low salt alarms. This shows that the system repeatedly alerted the homeowner that it was out of salt but no salt was added until right before the service call. Dupure will not be responsible for these hard water spots because they were not caused by a malfunction of the system but by a lack of upkeep of an item not covered by warranty.

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me I have already forwarded the plumber's bill that the business requested and it confirmed receipt I will consider this matter resolved once I receive the reimbursement check

The customer claimed that they were never given a complimentary bag of salt that was promised to them at the time of purchaseIn order to remedy this situation we have dropped of bags of salt at the home and made sure that the customers concerns have all been resolvedOther
complaints consisted of the way that the paperwork was handled since it was not all completed before the installation of the system, this reason for this was our compliance with Texas state lawBefore the installation the work order paperwork is completed stating the equipment to be installed and the priceAfter the installation if the homeowner wants to have their system financed through a financing company we have to give the customer a day right of rescission which allows them to cancel a contract before the financing company will accept any sales paperworkThis is the reason that the installers did not have any paperwork for the homeowner to sign; they were only there to complete the installOnce we send the paperwork to the financing company is takes them time to update the customers accountIf any signatures are missed or any dates incorrect on the sales paperwork or if days passes after the original financing request, the finance companies require the paperwork to be resigned by the customerIf we have to get paperwork resigned we will use paperwork runners to take the paperwork to the homeownerThe way that the paperwork was handled at this address was done in accordance with our protocols and with Texas state law

*** has confirmed that the package containing the reimbursement check has been received by the customerDupure now considers this matter to be resolved

This customer has been contacted by our management team and a
resolution has been reachedDupure will schedule a contractor to repair
sheetrock and remove the rust stains from the garage, reimburse the homeowner
$for time and energy spent during the repairs, and provide a free point
inspection and filter change for the future maintenance of the systemThe
value of the free services was also better explained to the customerThese terms
have been provided in writing for the homeowner’s records and we believe this
matter to be resolved

Since the unit has been inspected a number of times and we have been unable to determine any issues with how the softener has been working we have sent some additional water samples from the home to the lab at Water Right to determine what exactly is in the water at this home so that we can be better advised on possible solutions for Mr.***We have received the results and set up a service call for this Thursday 1/for our install manager to go out and do whatever it takes to fix the water softener

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
From: *** *** Sent: Tuesday, March 31, 8:AM To: drteam Subject: Re: You have a New Message from Revdex.com Regarding Complaint #*** Hi Sorry for tardy reply. I missed your last email. The Dupure representatives came and analyzed my system. They again changed some settings and said it will do better now. But they did not mention anything about the damage it created on my taps and rest room doors. Can you please reopen the complaint regards *** ***
Regards,

Dupure is pleased that the system is now workingWe greatly appreciate the feedback from the customer and we will work hard to implement these changes in future situationsDupure values customer service and hopes to continue to improvePlease let us know if you encounter any future problems