THE HOME DEPOT IN THE CITY OF COMMERCE CALIFORNIA OFFERS A FREE HOME WATER TEST. I ACCEPTED AND ON 9/12/14 RAINSOFT REP ****** MC CULLOCH PERFORMED THIS TEST. HE OFFERED A TREATMENT SYSTEM TO FIX OUR HARD WATER PROBLEMS. A WEEK LATER ANOTHER REP NAMED LEIF CAME TO INSTALL THE UNITS THEY DETERMINED NEEDED. I CALLED ON 2 DIFFERENT WATER TREATMENT COMPANIES FOR QUOTES AS PART OF THE ASSURANCE GUARANTEE AND WAS ONLY LAUGHED AT AND HUMILIATED. RAINSOFT INSTALLED EQUIPMENT WAY TOO SMALL FOR A WAY HIGH PRICE. I BROUGHT THIS UP TO ****** FROM THE HOME DEPOT AND ALMOST A MONTH LATER STILL HAVE THE SAME EQUIPMENT AT HOME. IVE SPOKEN TO **** FROM RAINSOFT, ****** AND *** FROM HOME DEPOT,AND ALL THEY DO IS ASSURE ME EVERYTHING IS FINE. **** FROM RAINSOFT HAS NOT YET RETURNED MY CALL.I PAID $7,498.00. $500 WAS PUT ON A HOME DEPOT CREDIT CARD ****** ******* FOR ME, THE REST I PAID WITH A PERSONAL CHECK. THIS HAS BEEN THE WORST EXPERIENCE IVE ENCOUNTERED FOR A PURCHASE THAT SHOULD HAVE BEEN SIMPLE AND PROFFESIONAL. AFTER SO MUCH DENIAL FROM RAINSOFT OF THEIR ERROR THEY CAME TO DECIDE THAT THEY WERE WRONG. THEY OFFERED TO UP-SIZE THE EQUIPMENT AT NO EXTRA CHARGE TO ME AS A FAVOR AND FOR MY SUFFERING WOULD REPLACE THE 1ST YEARS FILTER FOR FREE. ALL THIS COMPANY HAS DONE IS ASSURE ASSURE ASSURE. NOW IM ONLY ASSURED IM SCREWED.ONLY A MONTH IN AND SO MANY PROBLEMS. IM SUPPOSED TO HAVE A LIFETIME EXPERIENCE WITH THIS COMPANY. RAINSOFT INSTALLER ******** WAS TO COME REPLACE THE EQUIPMENT ON THURSDAY 10/16/14 BETWEEN 2:30-3:30 PM. I CALLED ******** AT 2:25PM TO CONFIRM OUR APPOINTMENT AND HE COULD NOT MAKE IT DUE TO HIM COMPLETING AN INSTALLATION HE WAS WORKING ON. ASSURED ME **** FROM RAINSOFT WOULD CALL TO RESCHEDULE. AS OF SATURDAY 10/18/14 2:35PM **** HAD NOT CALLED. I CALLED ****** AND SHE CALLED RAINSOFT. LATER **** CALLED AND LEFT A VOICEMAIL. I TRIED CONTACTING HIM BACK AND NOW SUNDAY HAVE HEARD NOTHING FROM ANYONE. ITS SO FUNNY WHEN WE MADE THE CONTRACT RAINSOFT WAS READY TO INSTALL NEXT DAY, NOW THEY CANT EVEN COME FIX THEIR MISTAKE.
MY WISH IS TO BE REFUNDED MY MONEY AND RAINSOFT TAKE THEIR EQUIPMENT AND WE NEVER MAKE BUSINESS AGAIN. IVE BEEN INFORMED BY THE HOME DEPOT THAT I CANNOT BE REFUNDED BECAUSE I ONLY HAD 3 DAYS AFTER THE PURCHASE DATE TO CANCEL. HAD I KNOWN THIS EQUIPMENT AND EXPERIENCE WERE GOING TO BE ALL WRONG WITHIN 3 DAYS I WOULD OF NEVER MADE THE PURCHASE.MY STRESS AND FRUSTRATION HAVE DAMAGED MY DAILY LIVING AND THAT IS PRICELESS.
We appreciate this opportunity to assist with the following complaint filed with the BBB.
Please note we are the manufacturing facility for RainSoft Water Treatment Products.
We have discussed this matter with the selling distributor, Lifetime Solutions located in Victorville California. According to our dealer, the competitor who looked at the RainSoft equipment doesn't support RainSoft and in their opinion felt things should have been done differently. The dealer would also like to point out that the competitor's warranty does not compare to RainSoft, which is the strongest warranty in the market place. We have been assured by our dealer that the RainSoft equipment installed at the customer's home is working properly, but in an effort to address any concerns that the system is too small, the dealer is willing to install a larger unit at no charge. Lifetime Solutions apologizes for missing their appointment last week and is currently trying to reschedule the appointment with the customer.
(The consumer indicated he/she DID NOT accept the response from the business.)
HI, AND THANK YOU FOR YOUR RESPONSE. PLEASE ACCEPT MY APOLOGY TO YOU, I THOUGHT RAINSOFT WAS PART OF THE LIFETIME COMPANY SINCE YOUR NAME IS ON THE PAPERWORK AS WELL. HOWEVER, LIFETIME DID MAKE THEIR MISTAKE AS AT LEAST ONE EMPLOYEE WAS HONEST TO ADMIT AFTER MUCH DENIAL FROM HIS SUPERVISORS OF EVER MAKING MISTAKES. THEY DID SCHEDULE A SWAP OUT AND MISSED THEIR OWN APPOINTMENT. I SPOKE WITH THE INSTALLER SCHEDULED TO COME, HE WAS WORKING APPROXIMATELY 30 MINUTES AWAY FROM MY HOME BUT NEEDED ABOUT 2 MORE HOURS AFTER THE SCHEDULED TIME TO COMPLETE HIS WORK. I WAS ASSURED AGAIN, THAT LIFETIME WOULD CONTACT ME. AFTER 3 DAYS OF NO CONTACT I CALLED THE HOME DEPOT WHO WAS ALSO FRUSTRATED WITH LIFETIME FOR DELAYING SO LONG. EVENTUALLY HOME DEPOT STEPPED OUT AND TOLD ME I WAS ON MY OWN. LIFETIME LIED TO ME AND SAID THE INSTALLER WAS COMING FROM VICTORVILLE WHICH IS WHY HE COULDNT MAKE IT.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
MR PRESIDENT OF LIFETIME SOLUTIONS, OBVIOUSLY YOUR COWORKERS/COLLEAGUES HAVE BEEN INFORMING YOU TO THEIR ADVANTAGE. PLEASE REMEMBER LIFETIME GIVES AN ASSURANCE GUARANTEE THAT GIVES ME 30 DAYS FROM INSTALLATION DATE TO FIND A COMPETITOR TO PROVIDE THE SAME SERVICE AS LIFETIME FOR LESS, AND I CAN HAVE EQUIPMENT FOR FREE.THATS WHY I HAD THE COMPETING COMPANIES COME OVER, AND GOOD THING OTHERWISE I WOULDNT OF KNOWN YOUR COMPANY MESSED UP SINCE I DONT WORK WITH WATER TREATMENT. THE DATE AND TIME SCHEDULED TO SWAP OUT THE EQUIPMENT WAS SCHEDULED BY **** FROM YOUR OFFICE. HE CHOSE DATE AND TIME, NOT ME. IT IS NOT CAUSE OF "MY CONCERN" AS YOU STATE THAT THE EQUIPMENT SHOULD BE REPLACED, THE EQUIPMENT IS WRONG AND THERE SHOULD BE NO EXTRA CHARGE TO ME FOR YOU TO FIX YOUR MISTAKE. REMEMBER I ONLY WROTE THE CHECK TO BUY THE SERVICE YOUR SALESMAN OFFERED. ALSO, I DID REPLY TO **** WHEN HE CALLED ME SATURDAY NOT MONDAY. HE DID NOT REPLY TO ME. THE HOME DEPOT CONTACTED **** THE SATURDAY OF THE WEEK OF THE RESCHEDULE, SINCE I HAD NOT HEARD FROM HIM LIKE ******** YOUR INSTALLER SAID I WOULD ON THURSDAY.THAN I CALLED THE BBB. THIS EXPERIENCE WITH YOUR COMPANY HAS BEEN THE WORST IVE EVER BEEN INVOLVED WITH. IM SURE RAINSOFT BUILDS GOOD EQUIPMENT AS ONE OF YOUR COMPETITORS DID ADMIT, HOWEVER YOUR COMPANY HAS DONE NOTHING BUT BUILD ANGER AND REGRET INSIDE OF ME.
Final Business Response
After we installed the system for Mr. ****, he had a competitor come out to his home to compare what they had vs. what he purchased from us. RainSoft's Assurance Guaranty assures consumers that it has the strongest warranty in the industry and more third party certifications to back its equipment performance claims. The Assurance Guaranty stood up in this case and has done so for thirty years. Mr. **** still wanted the system removed and his money refunded because the competitor offered a bigger system for considerably less money. Even though the system is working fine, we agreed to upsize the system at no charge, in order to make him feel better about his purchase. The scheduled day to change out the unit; was scheduled in the afternoon when he got home from work. The installer who was scheduled, started another job in the morning. This particular job ran into way more time than the installer anticipated and he couldn't just leave that home. So our installer called Mr. **** and told him that **** (the installation manager) would have to reschedule the change out. **** found out Monday that this change had happened and tried to call Mr. **** to reschedule. Mr. **** would not return calls to **** and made the complaint to the BBB. We are more than willing to do the free upgrade and I am also willing to compensate Mr. **** for his time since he may have left work early on the originally scheduled change out day. We have had three people reach out to Mr. ****, **** our installation manager (who has not spoken with him yet), **** our sales manager and ** our general Manager. In each case Mr. **** has rejected the offer, which is: Upgrade the size of his currently working system, a free filter change on his drinking system at the end of one year, and compensate him $500.00 for lost work time on the reschedule of the change out. We want very happy customers and I feel this is a generous offer made by our management team. To pull the system and refund all costs is quite prohibitive, the cost to install both in materials and labor are lost, the equipment is now used and devalued, there would be cost to remove and recondition the equipment and other labor costs involved. It is one thing to accept the losses when we have clearly wronged a customer. In this case, from the very first call by Mr. ****, it has been about removing the system and refunding his money because of discussions he had with a competitor.