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Complaint Details
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Initial Complaint
11/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This is the first time I am submitting a complaint on BBB against any business. I purchased Puronics water softener in 2021. They offered me "upgrade to life time warranty" which was the main reason I went with Puronics and not any other water softener. In last 3 years the water softener has already broken down 4 times. (My previous Culligan water softener delivered uninterrupted service for over 10 years). It is likely that Puronics softener has some manufacturing defect since it breaks down so often. On October 28, 2024 I called Puronics again to service the softener that had broken down. This time they refused to honor the warranty as promised and wanted to charge $188. Later when I called them they mentioned that labor is not included in lifetime warranty. This is something that was not disclosed to me or mentioned in the purchase agreement document (attached). I have also attached the email from their sales person that says "upgraded to lifetime warranty" without any mention of labor charges excluded. I request Puronics to honor the warranty as promised. It may be better to replace the faulty unit to prevent any service calls in future which is big inconvenience to us as well as Puronics service team.
Business response
11/11/2024
A Puronics *********** technician repaired the customers water softener on November 11, 2024, and the customer was satisfied with the work performed.
Customer response
11/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.I appreciate puronics service the water softener and replace the broken parts.
The clause on the "labor charges not included in the warranty" is hidden in the fine print. Puronics salesperson should have made it very clear and obvious when the actual sale happened. It should have also been clearly noted in the purchase agreement where both parties have signed.
For now I accept the resolution provided by Puronics with the hope that the softener provides trouble free service in the future.
Sincerely,
**** ****Initial Complaint
10/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased a Puronics water softener from a company called **************************** and in ********** IN. upon having issues with our water softener, we called the company and they had closed their doors for good. We reached out to Puronics to find a solution of someone to come fix the softener however they have nobody in the ******** territory to service any of their products. We are still currently paying on this product and are looking to potentially seek legal action, based off of the issues we faced. We have been trying to get a hold of someone at Puronics for the last four months and not one person will call us back or give us any help.Business response
10/28/2024
*********** Puronics LLC sells Puronics-branded equipment which is manufactured by Franklin Electric ********* However, Franklin Electric sells Puronics-branded equipment to dealers throughout the **, and my company, Puronics LLC, is just one of those dealers. *********** Puronics LLC, operates only in ******************* (********************** and **************), and we have no ownership or influence over Franklin Electric or any of Franklins other dealer customers. However, the customer who issued complaint# ******** bought product from a dealer named ************************ in ******** Therefore, this is definitely not a customer of ********************** LLC, and I would like complaint removed from the BBB account of ********************** LLC.
Furthermore, I have forwarded this complaint to the person who is charge of the Puronics brand for Franklin Electric so that he can contact the appropriate dealer and have them make this situation right for the customer.Initial Complaint
01/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
7/30/2019Business response
01/24/2024
The person originating the complaint is not a customer of ********************** LLC. Puronics LLC's service area is ************ of ************* **********. Puronics LLC does not serve the Forth Worth, ***** area where the customer is located.
However, the parent company of Puronics LLC is **************************** and ******** manufactures Puronics products and sells them to dealers throughout the **. So, ******** would have sold product to a dealer in *****, and that dealer then would have resold the Puronics product to the customer in **********. Therefore, I have contacted ******** and asked them to inform the dealer that they need to take care of the customer in **********.
Thanks.
Initial Complaint
06/26/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I had a water system installed IN 2019 BY **** WHO WAS A RETAILER FOR PURONICS. I was HAVING REGULAR maintenance. Even though it was slow maintenance i was patient and they would come to complete. Now ORBIT has filed bankrupt, and the customers are told that PURONICS has taken over. I am due for service my water is making me and my mom sick. throat hard and dry. I called my normal guy who gave me the number to the new guy i guess ************ office, and he explained the Bankrupt or ORBIT and promised me that PURONICS is handling the customers. He hasn't showed up for my bulb or whatever is to be service. i have pressed the button every week to stop beeping. i don't want to but if i have to get a new system from somewhere else we as good customers should be told. these company want money but lack integrity. i work for a Prison in which some of these company's need to beBusiness response
07/07/2023
Puronics is the wholesaler located in *********, ** not the retailer that initiated this sale and installation Our products are sold through a network of distributors and independent retailers through out *******. This sale originated through an independent dealer, Orbit Home Services located in the *********** who is no longer an active Puronics dealer. Our Tech Support staff contacted another Puronics dealer within their area and arranged service for ********************. I personnel contacted the customer to confirm service was completed and she was satisfied with the results. ******************** confirmed services were completed and is satisfied with the result.********************* MWS
GM Puronics WholesaleCustomer response
07/13/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
11/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Initial quote received from ******************* (Puronics Services **** @ **********************************************************************) on 3rd August 2022. I confirmed order on 8th August 2022 for installation of the systems at my home on ********************************************************* 95125.Quote was for $3,995 for Hydronex30C Water Softener (updated to Lifetime Warranty) and MM8500 RO under kitchen sink(10 Years Warranty).Installation scheduled for 18th august 2022 and at that time, only part of the installation was completed. Puronics company installer installed the Hydronex30C Water Softener, but did not get the MM8500 RO under kitchen sink and mentioned that it was on backorder. He promised to come back to install it in the next few weeks.Puronics had committed to install both (Water Softener and RO systems) and I paid $3,995 to the installer on 18th August 2022 since he installed the Hydronex30C system on that day.Several phone calls and emails later we do not have the MM8500 RO system installed at our home yet. Puronics/Arya did offer to install a lower quality MM7000 system; stating that the MM8500 is on backlog. Since I paid for the improved MM8500 system, I refused to accept Puronics offer for installing the MM7000.Now, Puronics is not returning my phone calls and not calling me back. It has been over 14 weeks and no sign of Puronics taking responsibility to deliver what they promised.Order ID/ PO Number - ************Business response
12/06/2022
We contacted the customer and agreed to install a ******. When we have the MM8500 in stock, we will remove the MM7000 and replace it with a MM8500. The customer was satisfied with this resolution.Initial Complaint
11/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had a water system installed over two years ago. I was promised maintenance within that time frame and every time I call the local office and manager whos secretary refuses to schedule an appointment because they are very busy and only have one plumber on duty for maintenance. They refuse to service and abide by the contract signed.Business response
12/06/2022
BBB personnel,
Puronics is the wholesaler/manufacturer located in *********, ** not the retailer that initiated this sale. Our products are sold through a network of distributors and independent retailers. Upon calling the customer we discovered this sale originated through an independent dealer in ***********, **. The phone number listed below is a relative of *******************************, and was told service was provided and customer has been satisfied.
Initial Complaint
05/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a water softener from this company, for the last 2 months my system has been making a rumbling noise and telling me on the screen to call a service number, ive called way too many times to try and get it fix and i just keep getting tossed from distributor to distributor, to the point where im just getting ignored, today my water **** came over 4x times what i usually pay because of this system, and i keep getting no answer, i want either for my system to be removed or fixed and get reinbursed for 1. what i spend these last months in paying this system and 2. for the water **** that came this highBusiness response
06/01/2022
To whom it may concern,
Puronics is the manufacturer located in *********, ** not the retailer that initiated this sale. Our products are sold through our distributors and local retailers who are responsible for their sales and service. However out of good faith Ive contacted ****************** and offered to send another authorized Puronics dealer to handle their service request. I indicated to ****************** Puronics will handle the service call at no charge for their inconvenience. ****************** agreed and was thankful for our offer.
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Get a QuoteCustomer Complaints Summary
7 total complaints in the last 3 years.
3 complaints closed in the last 12 months.