ComplaintsforFranklin Electric Co. Inc.
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Complaint Details
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Initial Complaint
10/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
District Manager ***** A *******, stopped by the home on or about 09/2017 to give me a presentation about the Puronics Home Filter. He had mention that the filter has a 20 years guarantee by *********I was giving maintenance to the unit, like adding charcoal every 2 years and replacing the filters. On 09/2024 the unit started leaking water, I checked the Puronics website ******************** and click on dealer locator, I contacted a dealer near my home. They charged me $200.00 just to come and see the unit. I was advised that they would charge me $1200.00 to replace the unit head because it was defective.I went to the Puronic website and clicked on contact us and submitted a general inquiry. They never responded, but they submitted the request to another dealer. ***** was the dealer's name, he asked me to send a video and pictures or the Serial Number of unit, he advised that he would reach out to ******** about the guarantee. Puronics responded to him that they would not be able to replace the head. The Dealer told me that I had to pay about $1200.00 to have the unit fixed.I am very disappointed about the lack of sympathy by puronics and that the 20 years guarantee was a lie by their sales rep.The unit only lasted 7 years and it broke. I feel this company does provide false advertisement about their products and deceiving consumers.Any assistance you can provide so they can fix the unit free of charge will be appreciated.Thank you!Business response
10/14/2024
Franklin Electric Co. Inc. sells Puronics-branded equipment to dealers throughout the *** ************, my company, is one of those dealers. ************ operates only in ******************** However, the customer who issued complaint# ******** is located in the state of Virginia. Therefore, this is not a customer of ************, and I would like complaint removed from the BBB account of *************
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.
Customer response
10/14/2024
Complaint: ********
I am rejecting this response because:Kindly provide the Business in charge contact information so this complaint can be assigned to that dealer. This is the same situation I've been going thru, nobody is taking responsibility of this and they keep transferring me to different dealers.
Please provide:
Name of Dealer
Contact information:
Contact Address and phone number
Sincerely,
***** ********Customer response
10/22/2024
Hello,
I would like to inform you that the business contacted me and fixed the unit.
Please close the case.
Thank you!
***** ********
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.