Complaints

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purfect Water representative came to our house in August of 2023 to do a free water analysis. After doing the “analysis” he told us our water was hard and unsafe to drink or use. We told him we weren’t interested in the water system they were offering because it was too expensive. We had just bought the home and didn’t have extra money to spend. He refused to take no for an answer. Instead of him being in our home for a reasonable amount of time, he stayed for almost three hours. He pressured us into getting the water system because we felt like that was the only way he would leave and it was. He told us we wouldn’t have to pay until 2025. We gave it a fair shot to work but it never did, it only made our skin and our kids skin and hair more dry. We have tried to get in touch with the company multiple times for months and they keep saying they’ll “call us back” and they never do. We want the company to get their equipment out of our home and pay the loan back. The loan company said if Purfect Water pays them the money back we can be free of any financial responsibility. This “water company” is unprofessional and their product DOES NOT WORK! It’s a total hoax. They refuse to respond to me and I’ve been nothing but professional and respectful. If a customer is unhappy they should do the right thing and deal with it. Ignoring their customers is not the right way to run a business! Both of my kids now have eczema due to the water system, I want it gone and everything put back the way it was before this company came in our home and demanded we buy their system.

  

  Business response

  03/22/2024

  On August 29th 2023 We had met with Mr and Mrs ******* ******** at their home at **** * ***** ** ********* ** 19464. We ran a serious of water tests with them, explained the test results and recommended treatment solutions. The ******** family decided to purchase a Puronics 30c whole home water treatment system and a Micormax 7000 reverse osmosis drinking system for $6,580.00 by working with Goodleap to secure at 10 year loan with 18 months no interest and no payments and a 9% interest rate following that promotion. The ******** signed a Contract and a credit application giving permission to have their credit ran( please see attached) We returned to install the system on August 30th 2023. The ******** were happy with the install and signed all appropriate loan documentation.  

  In January 2024, we received a call from Mrs ******** stating they no longer want the system and would like their money back. I explained to them that system has been installed and used for over 4 months, we made alterations to their plumbing to install it, and its not as easy as coming to pick it up and giving their money back. However, I did agree to send out a technician to full a full diagnostic on the system, test the water and make any necessary adjustments. We did this for free and did not charge them for the visit. The system was working as it should be. The water hardness tested at 0gpg and the chlorine tested at 0ppm, prior to the installation, the water hardness tested at 9gpg and the chlorine level tested at 10ppm.

   

  We take pride in our customer service and our reviews reflect that.

  Customer response

  03/28/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  As I previously stated we felt the only way to get the salesman out of our house was to sign the contract. He was there for WAY longer than he should have been and pushed us to purchase the system. While it felt soft for a few months, it then felt like extremely hard water. Both of our kids have eczema from it. We also noticed green residue in the toilets so the system obviously isn’t working as it should. This company states they’re all about customer service but I’ve called over and over before submitting a complaint with BBB and they just kept pushing us off. That isn’t good customer service in my eyes. The only person we were able to speak with was ****** who stated in order to start the return process of the system a tech had to come out to test the water and he would get back to us after, did he ever reach back out to us? No! All we’re asking for is the system to be taken out of our house and the return process get started. This can be easily solved without having to continue this back and forth mantra. 

  
  
  
  
  Regards,

  Complaint ID: 21415257

   

   

   

  

  Business response

  04/02/2024

  We have been in contact with the customer and the situation has been resolved. They said they will remove the complaint 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩