Vera Kevin DMD

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
I was driving entire phone call on blue tooth, and obviously there was heavy highway noiseanyway, customer service didn't answer my basic questionsfirst time I called, their product was making recurring noisei called them to fix their productyour product good only for days, it is still in failed state.3. the first time I called to fix the issue, the product is still in failed state, no matter what the reason at first time is, the service was still not complete. she failed to respond these basic questionsin fact, I have no idea what the error at first time only when they tells me it was power adapter issue, now it became a transformer issueokay, please send technician at your cost,please note they changed motherboard/power adapter weeks ago( last time)Regards,

[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

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
[Provide details of why you are not satisfied with this resolution.]Dupure never mentioned how much salt level has to be maintained in the tank When they installed it, they asked me to fill the tank for only every - months Moveover if the salt tank runs low, the system should have created some alarm (Does Dupure agree to this?) I hope it will create it but not sure becuase it used to do for scheduled yearly maintenance and other issues due to motherboard(which they replaced a year ago)And only they have to come to turn it off I dont remember I called them for any issue related to system beeps or alarms about low salt level I agree that I filled the tank with just one bag of salt to bring salt level to more than half of the tank. The reason why I filled is, as I mentioned earlier in the thread that they sent representative to times before this last visitSome time when they come they use to start the brine manually and leave it running which reduces salt level in the tank. For to be precautions and being responsible not to get salt level below 1/of the tank after the manual brine, I filled the tank with a bag of salt before they came and maintained the salt more than half tankWhen they came last time they ran brine manually for testing the system and it also ran scheduled brine on the same day night which almost brought the salt level to 1/tank level I monitored it next day and again I filled the salt I am facing this issue for more than a year If salt level is the reason why did not they mention it earlier when they showed -times beforeAlso I have been refilling the the salt tank whenever if reaches close to 1/of the tank which is what recommended in the salt tank When they installed it, they asked me make sure not to run out of salt and they did not mention anything about how much level I have to maintain If it is my responsiblity issue, why whould they want to keep changing setting of the system whenever their representative showed up? Even last time after I volunteerly told my observation that I am seeing more spots when the system reaches around remaining gallons(you can see this from system electronic display) , they changed the schedule for brine from days to days Also they asked me to maintain more than half tank of salt for better softeningNow it brines every days and I have to maintaing more than half tank of salt which makes me to go to homedepot atleast once a month Ok now I started doing that too. I am also helping them giving all observations Now they are blaming about my responsibility I can never avoid or ignore monitoring the system as I am seeing the spotted rest room doors and corroded taps every dayspending $and keep waiting for Dupure to fix it for more than a year I sometimes keep storing empty bags and it dont know how come Dupure expect me to throw the salt bags immediately after I empty itSo will they also expect me stock salt bags in garage ?Also there was one more representative came week - weeks before last visit He changed some settings and went He saw the brine tank and did not complain anything about salt level or salt level alarm I never saw in the system display that it shows low salt level warning Whenever it warned for other reasona like scheduled maintenance or motherboard issue, it turns other than blue background and starts beep which we cannot ignore or stop the beep unless representative comes(May be homeowner can, but I dont know as I never did) Even in last visit they did not mention anything that they are seeing low salt alerts in log or warn me about it Dont know how they get this log now? To be frank, now I am seeing the difference in water after they changed the brine schedule and started maintaining more than half the tank of salt (Now I always keep between 3/4th and 1/of the tank)
Regards,
*** ***

We are still working on the final resolution for *** *** but would like to provide an update for our actions thus farWe are unable to accommodate a refund for the system for the following reasons: *** *** signed off on her financing paperwork that she was completely satisfied with her
installation and products, our service technicians and *** *** have agreed that there are no issues with how any of her products are functioning, and since she has had her system financed through *** *** she has actually purchased the system through them and as such has not paid us directly so we will not be able to refund her money that she has not paid to usDupure will provide another update once resolution has been found

*** and the customer were able to get the repair service scheduled earlier for this past Saturday morning 7/Dupure confirmed with the homeowners that the cabinets had been repaired and then dispatched a tech the same day to reinstall the RO

*** *** *** *** St *** TX ***
On the day of 11/9/our management team as well as service technician completed service for homeowner
In order to appease homeowner and make sure homeowner is satisfied we completed the following:
Brine tank lid
replacement
Connection to WIFI and or Circuit board for hydro link to try and extend connectivity issues
According to our warranty information the original purchaser of the units are covered for one year free trip charges for install and product failsIn this case management approved for a the trip charge to be waived and items to be replaced under warranty
install date for homeowner was 9/20/on 9/25/we first heard of brine tank issue and homeowner knew that a trip charge will apply but lid will be given to homeowner for freeHomeowner requested that we waive trip charge since he has been having issues with hydro link remote
In order to satisfy homeowner for hydro link connectivity issues management approved for us to replace hydrolink with faucet monitor and reimburse the homeowner $This is what Dupure was wanted to do for homeowner on 7/7/
Homeowners home units has been serviced on 11/9/

Call records still do not indicate that an appointment was scheduled for 1/27, however when the homeowner called in on that day we were more than willing to accommodate getting the homeowner on schedule, even offering a next day service free of chargeIf scheduling warranty services on the phone is difficult we also have email available as a method of getting in contact with us at ***At this time we do not believe that the request for a refund is reasonable for the following reasons:The system has been owned for over a year and was not sold with a money back guaranteeWe have allowed the homeowners multiple free services of the nature that we ordinarily charge forWhen our service technician showed up for the service call that the homeowners are citing as being the reason that they deserve a refund, it was found that nothing was wrong with the system

We have reviewed the complaints made by the customer and
determined that there is nothing further that we can do for this customer
regarding the spottingOur systems do have salt alarms that sound when the
proper level of salt has not been maintainedAs long as the proper salt level
is maintained in the system it will prevent hard water spots
Based on what our technicians have observed at this home
it is probable that many of the spots have been caused by using too much soap
which can result in soap residue being leftDupure recommends cleaning the existing spots with a small amount of
cleaner and then reducing the amount of soap used in the futureSoft water
requires less soap to be used for the same level of effectiveness so reducing
the amount of soap used should reduce spotting as well as save money for the
customer

[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:
We sat around at home waiting for the *** delivery of our reimbursement check until past 3pm on 7/6/- DuPure has made it very painful to receive reimbursement for their faulty installation I'm certain DuPure would have dragged on until we sought your assistance to resolve our issue Thank you Revdex.com!

Dupure has gone through various troubleshooting efforts with this customer extensively and we believe that the mildew problem might be caused by the customer’s washing machine. We have formulated a plan with the customer to determine whether or not this is the case so that the issue can be resolved....

We went out on a service call on 6/9 and determined that our system was functioning properly. We have another service call scheduled for 6/19 to further try to investigate and proactively assist the customer in resolving his issue.

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.  
DuPure technician was just at our house yesterday, January 21, 2015.  He made some changes to the system, but we do not know yet if the solution/repairs will correct the problems.  Will have to give it 30 days to see if problem is resolved.
Regards,
[redacted]. [redacted]

This homeowner has been
contacted by the Collections Manager who was able to put together an agreeable
payment plan to resolve this matter. Mr.[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 12 month plan would not be possible. To accommodate this, an 18 month
payment plan has been set up, sent to the homeowner as requested and has now
been signed and returned. We believe this action satisfies the concerns voiced
by the customer.

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.

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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  As we were waiting to accept. We did verbally, yet Dupure showed up uninstalled drinking water system, so currently without water and since [redacted] missed Appt. neither party was avaliable Wed.7/27, thus causing me to reach out to division manager as well as the dupure warranty depart as well as the management over service for [redacted]. [redacted] had rescheduled for me as Dupure decided not to come back until next appt. which was but no longer is scheduled for Tuesday and decide per[redacted] and Dupure management that they would leave us without drinking water until Tuesday August 2nd. Thus, causing me to reschedule with [redacted] for August 19th as my wife hs specialist appts. as well and injuries in which we are having to work around. Most conversations and documentation my wife has been handling as I am working during both parties opporating hours. As of now an email trail has been made of documentation per both companies as well Dupure stated they just could not place drinking water system back as they have decided this with management that they will not be placing system back until work is done. As this occurred, I spoke janell that is unacceptable, we should not have to suffer without drinking water. Please help us get this resolved as I have asked to have the water system placed back in as of today Friday the 7/29. Yet havent heard anything.

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 bill. Dupure 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 email. We are currently processing a check request in order to mail the funds to the homeowner. The homeowner is satisfied with this resolution.

The customer called in after 5pm on 1/27, yelling that we had missed an appointment that day that she had set up 2 weeks prior, however, we have no record of the customer calling in at all since the beginning of December 2014 and no notes about any service needing to be completed.
At the same...

time that she called in we offered to immediately schedule an appointment to resolve whatever problem she was experiencing. During the time that we were trying to set up the service call, the homeowner yelled continuously and hung up several times and after speaking to a second customer living at the home we were able to come to a date for the service call, 2/2, however we were not able to determine what issue the service call needed to resolve before we were hung up on again.
A few days later on 1/30 the customer called in to a different department to confirm her appointment. Our representative was able to confirm the date of 2/2 for her, however she hung up on him before he could confirm either the time of day or the reason for service.
Our service technician showed up to the service on 2/2 and the homeowner's mother was there and stated that she wanted the tech to check over the system, add salt, and make sure that everything was working properly. The tech wasn't able to find anything wrong with the system other than an error code that seemed to be related to a recent power outage but that wasn't affecting how the system was functioning. Our technician advised her to call us if any other error codes came up or if she was having any further issues. We did not charge for this service call even though there were no warrantied items to fix. The customer was satisfied with the outcome of the service call.

The customer has stated that Dupure did not communicate with them after their email on 6/16. However, the warranty department responded to that email the same day, stating that their invoice had been turned into our accounting department for reimbursement. We requested that the customer allow us 10...

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 warranty. The same night on 6/27, our VP of corporate accounts sent an email to the customer reiterating that we needed to 10 business days to process their check. Both emails from Dupure have been attached to this Revdex.com response. The reimbursement check was mailed to the customer this week. At 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).

Before his Revdex.com complaint, a couple of unsuccessful phone calls had already been made to reach this customer to resolve his issue and schedule for service. An email has also been sent notifying him that we are trying to make contact. Our notes state that the homeowner reported the current issue with...

his system a month and a half after his transformer was fixed. At this time, the customer is aware that he is out of the 30-day previous service warranty period that allows for a free of charge service call, but if this issue is related to the transformer problem he has had on his system several weeks ago, we will offer to waive the fee for him. Voice messages have been left on customer's contact number. We will continue to try to reach him to get him and his system taken care of.

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.  
my problem is that we were misinformed about the price and the whole process to begin with. My lawyer will be taking care of the matter from here on
Regards,

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 leakage. I 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 inspection. The 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 DUPure. And of course I was going to be here to make sure everything was done right. I had to contact my ** Home superintendent to get him involved to provide DuPure with a contractor to correct the floor damage that was caused by DUPure unit leakage. I 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 4 blowers and dehumidifier that ran my electricity for a continuous 50 hours to get my floors dry from the 2nd leakage caused by the DuPure unit. The clean up of my garage from the initial leaking when the unit was installed. I had just moved in my house and paint cans were wet and caused rust stains on my garage floor. I have 2 holes in my garage wall from where the DuPure unit was installed at initially. Luckily 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 access. They had to move the unit and left the holes. Their installer lack of common sense and apparently "hasty" work makes me feel that this company is highly lacking in all aspects. So 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 company. And the hours of strangers being in my home  repairing and consulting the damages caused by this companies product. I also have pictures and videos if need be.
Regards,