Complaints

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Falcon Whole Home System with R/O from Purewater Changes, Inc on 11/17/2021. It came with a 5 years soap products, which Purewater never provided. It came with a lifetime warranty which was never provided at time of sale. No instructions on maintaining my system, e.g. when to change filter or replenish salt. When I requested warranty information to see what's covered and what's not, Mr. P***** texted me and stated if he gave me the warranty information, the warranty will be voided. Mr. P***** is very difficult and aggressive. To this date Mr. P***** did not provide any information regarding the warranty or information on how to order the soap package. Mr. P***** told me I purchased clean water not a system because he provided an old tank head not the digital one he showed me. When I told Mr. P***** that the water smells, he told me that the cost will be $149.00 to service just less than 3 months after purchased.

  

  Business response

  08/24/2022

  Sir we have attempted to contact you several times to see how we can help. You absolutely have a life time warranty and your soap order from has be sent. You have to choose your fragrances. Please call our office anytime we are glad to help! ************

  Customer response

  09/02/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The statement Mr. *********************** submitted to BBB is not true, he never sent me that statement. **************** never attempted to contact me until I filed the complaint with the BBB. After I filed the complaint he sent me three text messages. 1. On July 27, 2022 he sent "I see your spreading your lies" 2. On August 11, 2022 "I though u were taking it down" 3. On August 12, 2022 "Hello do what ever you have to do to take it down I'll be there today". **************** never came to fix the problem as his text implied. **************** never sent me a soap order form to place the order, also he used a very old used meter head on the tank not the digital meter head I purchased and also **************** never provided me a copy of the warranty. If **************** fix the problem as agreed upon I will withdraw my complaint.

  

  Business response

  10/14/2022

  Business Response /* (1000, 10, 2022/08/24) */ Sir we have attempted to contact you several times to see how we can help. You absolutely have a life time warranty and your soap order from has be sent. You have to choose your fragrances. Please call our office anytime we are glad to help! 407-699-2837 Consumer Response /* (3000, 12, 2022/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The statement Mr. Bobby P***** submitted to BBB is not true, he never sent me that statement. Mr. P***** never attempted to contact me until I filed the complaint with the BBB. After I filed the complaint he sent me three text messages. 1. On July 27, 2022 he sent "I see your spreading your lies" 2. On August 11, 2022 "I though u were taking it down" 3. On August 12, 2022 "Hello do what ever you have to do to take it down I'll be there today". Mr. P***** never came to fix the problem as his text implied. Mr. P***** never sent me a soap order form to place the order, also he used a very old used meter head on the tank not the digital meter head I purchased and also Mr. P***** never provided me a copy of the warranty. If Mr. P***** fix the problem as agreed upon I will withdraw my complaint.

  

  Business response

  02/14/2023

  I am spoke to this customer and we have both agreed this was a complete misunderstand and has been completely resolved and customer informed me he would be retracting all complaints.

  Customer response

  02/21/2023

   
  Complaint: 18745044
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer response

  02/22/2023

  Purewater changes is untrue. I  never agreed with Mr. *********************** that the complaint I filed with BBB is a misunderstanding. The complaint I  filed  is true. This business after a year plus  still  did not  provide the soap package I purchased with my water system. Mr. *********************** threatened me that he will bring the Osceola County deputy to remove the water system I purchased from him.

  

  Business response

  01/04/2024

  Sir I truly do not know what else to do! First you were never promised a digital valve! You Purchased during COVID when they were not avaliable! You went to our website after a year of being a happy cvustmer and saw a picture of a digital display and thiats when this started. What did we do? A year after you purchased we came out a replaced youe valve with a digital one and no cost to you! Your soap products are FREE FREE FREE over $7000 dollars worth which we have already covered the only thing you have to pay is the shipping and handeling which was ecplained very clearly! It blows my mind how someone can twist the truth to try and hurt someone! We are a small family owned business and this hurts us when you post untruthful things about us! instead of complainig about a couple of hundred dollars which you were fully aware of why not tell people about the years of amazing water your family has enjoyed! 

  Customer response

  01/05/2024

   
  Complaint: 18745044
  
  I am rejecting this response because: Sir you are lying, you came to my home and promised me everything I mentioned in my complaint, e.g. digital valve, free soap products for 5 year, you never mentioned shipping and handling charges, you promised unlimited service calls. The first time I called, you want to charge $129.00. You wrote on your text message you promised pure water not the system. You came to change the valve at 9:00 pm at night and left the water running and flood my yard. I was never satisfied because you lied from the start. I tried taking you to Orange County Civil Court, Case # ****-SC-065666-0. The court tried two times to delivered notice to appear but the court could not delivered the notice. Presently the water system has not been serviced, the valve is not working since you installed it. You are a fraud and take advantages of disabled veteran like myself. I have never enjoyed the water system. The response is not satisfactory because everything he mentioned is a lie. I will like to proceed in this matter if he provided everything he promised on the original contract.
  
  Sincerely,
  
  ***************************

  

  Business response

  01/12/2024

  but as i have told you several times if you didnt understand that in order to recive ******* worth of all natural products over 5 year you only pay shipping and handling of ******. Since you feel we didnt inform you of that we would be happy to cover that for you out first priority is for you to be happy

  Customer response

  01/13/2024

   
  Complaint: 18745044
  
  I am rejecting this response because:  Sir, you are lying with every statement you are making.  You are a liar, you are intimidating and I do not trust you near myself or family.  You promised before to settle this dispute but failed to follow up.  After more that four years my my water system has not been serviced or working properly, neither I did not received the soap products. If you want to settle this dispute return the money I paid to you and remove the system you installed.  If you do this I will withdraw the complaint I made to the Better Business Bureau.
  
  Sincerely,
  
  ***************************

*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. ↩