Winklers Collision Repair

Initial Business Response /* (1000, 5, 2017/08/29) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
The customer called with a complaint stating the unit wasn't working which was probably just a botched test as we have never had that
issue I asked her to run bleach through the well and through the lines as they are a two hour one way drive and I was trying to eliminate steps to narrow down the issue I also asked them to send me a copy of the water test results and was waiting on those results to provide another option to my technician The last time I spoke to the customer I once again told her that as soon as I could get my tech there I would let her know as it is pointless setting up appointments if I don't have enough calls to send him that waymy tech my only tech *** has since been out with an eye injuryI tried calling the number she provided to me before and it is not in service today being aug 29, I have called every number I could find for them and no answer and *** planned to go there today
Initial Consumer Rebuttal /* (3000, 7, 2017/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I noticed that Nova Pure tried to contact us multiple times today, which is the most calls and ONLY calls that we have received from this company since the 9th AugustThese calls seem to coincide with the date that this complaint was received by themThank you for calling my expired cell number, which was not one that I supplied for the company to reach us at on this websiteBut thank you, Nova Pure, for specifying that and all the effort you made to contact us on this day onlyThe phone messages sound like excuses, as they contradict your message on the websiteAccording to the phone message, *** has had an eye problem for the last daysSo is there any other reason (apart from drumming up enough business for themselves before they came our way to make it worth their while), why he couldn't have come to see us from the 9th to the 27th August or why his "injury" wasn't specified to us during earlier phone calls from the 9th-27th August???
More contradictions are:
From our last visit from ***: According to him, "botched" tests have happened before with equipment the company has put in customers homes -notably in a nursing home that Nova Pure serviced
Please let it be known that the water tests we had done were done twice by a reputable lab in ***, of which I am sure Nova Pure are aware of
Another contradiction: I do believe that a certain ***, came to install our water systemSo it would seem that there is more than ***, the technician and owner, to see to customersOr pardon me if I am wrongHe may have moved on from the businessThe contradiction here is that your phone message states that there are other technicians
As a clarification to cleaning the lines with bleachThis was not mentioned during these recent calls but after the first failed water test in
I find that the way in which this complaint was responded to demonstrates a lack of professionalismThe best thing that this company could have done, in my view, was to simply say "Sorry, We could have handled this situation differentlyLet us make it right." The above response was in no way an apology but again along the same lines as the "customer isn't right"
To make things clearer, I shall state when calls were made and what was said and therefore what gave us the impression that Nova Pure wanted to avoid business with us
On 9th August, we called Nova PureWe were unhappy with the water system and the quality of our water (bacteria)In return, *** said that he would rectify the situation and come see us the following weekA full week went by, no word from the companyI called on 15th August and left an unhappy message - we were already dissatisfied with the product and no effort had been made to make contact with us to arrange an appointmentNo response to the messageI called again the beginning of the following week, dated 17th August and spoke with *** stated that the company would not come down this way unless they had more business and so they wouldn't be at a cost lossThe company also intended to charge us for coming out, to which I pointed out that that is not quite the right way to deal with a dissatisfied customer, to which *** agreed*** said she would call us with a dateStill no word, so John called on 21st AugustWe were told that *** would come down on that Tuesday and that we would be called in the morning with a timeStill no wordWe stayed home all day in case *** came - no showAnd no phone callI called Nova Pure one last time, on 24th August, to see if the company would make amends finallyThe response: "I will call you back"No call back, until today
When you have a dissatisfied customer, who has spent over $*** for a water system that is failing REPUTABLE lab tests (***) and you have small children, safe drinking water is a concernSo, ideally, you don't make them wait until a time that suits youA sincere, professional , plain "sorry" instead of excuses would have gone a long way
Some of my questions in the original complaint were ignoredSuch as where exactly is Nova Pure located as the address does not existNumber ***, right? What exactly does year warranty mean that is stated on their website? As we got the impression by not servicing us that this was not being honored
Do not worry about responding to those questions -just a "by the way, how legit is your company?"
I am sorry to say that we lost some respect for Nova PureAs we got the impression that Nova Pure didn't want to service us anymore, we are in the process of hiring another companyHowever if this other company finds fault with the equipment that Nova Pure sold us, we will be contacting Nova Pure - and hopefully the company will service us then
Final Business Response /* (4000, 14, 2017/09/02) */
In response to the numbers I called only one was expiredand multiple messages were left on the house and ***s cell phone The test results we waited to receive were never submitted to me when requestedmonths ago we went down there and the service technician sanitized everything and asked her to submit a test and we would pay for the bill and only within the past two weeks she has told me she had one done and I requested the results for analysis on our end ...so I am quite sure this water test was failed due to non sanitationit isn't our responsibility to sanitize taps there is absolutely nothing wrong with the system at all...this whole topic of not good water in the entire duration of her having this system I have never had a complaint until last year when I requested payment that was long over due for a service that was done months before a simple request was made of them to eliminate possible factors was to put bleach in well sanitize taps do another water test we would have paid for the test provide results and if something further needed to be done to resolve the issue steps would have proceededto travel over hours one way for no charge I think the customer could have at least done that to eliminate that part as it would have been the very first thing we would have had to do as well we have a policy that if a system that is sold and installed and doesn't work to customers satisfaction then we do refund monies for the equipment not two years later and we have never even had to do so if a situation ever came up that someone has bacteria in their water even with the ultra violet sterilizer it is due to maybe bacteria in pipes after the sterilizer or dirty taps which leads to compromising testingthus putting bleach in well and clean taps then test
Final Consumer Response /* (***, 16, 2017/09/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am accepting this response only simply because WE have had enough with the companyFor further info though, we had the other company come check out the equipmentThe system works, although the ultra violet system is a low end one, often with duds for bulbsThis system is called *** for those reading this complaintIt is advertised to work for a yearAlthough, in our experience, and with the new company involved (and Nova Pure - which *** and *** have mentioned before to us), the bulb alarm will go off at months to be changedWe were also advised by the new company that to be sure the water is safe to drink, change the bulb for this system every monthsLastly, *** ultra violet system and Nova Pure water systems are not recommendedNo more contact please, Nova Pure