I was sold a Puronics system through Ameritek back in April. A few days after Thanksgiving, the water in the kitchen stopped working.
We have been calling for almost a month now and no one has been out to look at the system and fix the problem. The great thing about cellphones is that you can keep track of all of the calls you've made and text messages you've exchanged with them.
My husband had been calling the number on the card that the rep had left (XXX) XXX-XXXX and he wasn't getting a return call, even after he left a message, so on December 8, 2014 I decided to give him a call myself. As soon as I stated my name and address he said "Oh yes, your husband called", great, you know that my husband has been calling yet you don't have the decency to return a call. We talked for a few minutes and he said he'd send someone out the next day, no one was ever sent. I ended up having two different handymen come out and take a look at our kitchen sink, and both said I needed to call Ameritek to get the problem fixed because the problem is with the system. I called Ameritek again December 22, 2014, no return call even after a message was left. I ended up calling Puronics on December 23, 2014 and let them know about the problem I was having with Ameritek, they referred me to another company that is not Ameritek. We called and set up an appointment with the company that Puronics referred us to, since we didn't have a contract or warranty with this company the service fee would cost $65 but were told we would have to get reimbursed from Ameritek, because after all, it is Ameriteks job to service our water system!
The service call was scheduled for December 24, 2014 at 11 a.m., we called Ameritek and let them know what was going on and that they'd have to reimburse us, that didn't sit well with the rep, he had the nerve to say that someone was sent out the next day after I had called on December 8, 2014 but that no one ever answered, strange because my husband waited all day and when he had to go to work my sister came over to wait for someone to come, we didn't receive a knock on the door, a ring, or even a phone call! He then proceeded to tell me that I shouldn't be calling him, that there's a number I need to contact and that he left it in the folder he gave me, well pal, the only number you left me was yours and you said to give you a call if I had any problems! He said he would send me a text message with said number and would schedule for someone to come out on December 24, 2014 between 3 and 4 p.m., I ended up canceling the service call with the other company. Well, we waited and no one ever came, again, shocking! I text the rep to let him know it was 5:08 p.m. and that I was still waiting, no response from him. No calls or text messages were exchanged after that, until yesterday December 29, 2014.
I spoke to **** at(XXX) XXX-XXXX, which is the number our rep gave us and he gave me a number for another guy named ******, (XXX) XXX-XXXX he said I needed to call him to arrange a time for December 29, 2014. I called ****** and he said he was in NLV and couldn't meet at the times we would be home but to call him tomorrow so that he could come out. Well December 30, 2014 came, I called him and again, he can't come out. We are getting the run around and different numbers to call, yet we are getting nowhere. We've been without water in our kitchen for a month now which is very unsanitary. We have no water to wash dishes or drinking water.
We are calling the company that Puronics referred us to since they are more competent. We wish to be reimbursed for the costs we will accrue for their service call. We can't wait any longer to have someone from Ameritek come and service our system, we've been waiting over 30 days.
Our service department received call from client on December 30, 2014 with issue with drinking water system, no water. Technician advised to service client however they could not make an appointment that was convenient to the clients request. Client was contacted again by Service department on January 8 and advised they had resolved the issue themselves and refused additional service.
(The consumer indicated he/she DID NOT accept the response from the business.)
What the business is saying is completely inaccurate. I have saved a log of the calls that were exchanged in November and December. I also have a text message saved from a rep. We were told on two different occasions that someone would be sent around 10/11 a.m. and no one ever was both times, on another occasion we were told that on Christmas Eve someone would be sent around 3/4 p.m., that was not a problem, no one ever appeared though. After Christmas Eve, I called again and the new rep told me someone could be sent after 1 p.m. on a weekday, I told them that would not work due to work issues. At that point I was fed up with the situation because I had been calling for a month, so I told them I would be hiring someone else to fix the problem and that I would like to be reimbursed for anything I would have to pay out of pocket. On top of that, no one from the business contacted me on January 8th, that is completely false. A man by the name of Martin did appear at my residence on Saturday January 10, 2015, unannounced when we were in the middle of dinner, he stated his boss called him the day before to come and fix my water softener. I found that funny, he came two weeks after I placed my last call, was I supposed to be without running water for another two weeks? I told Martin that I had my water softener fixed on December 31, 2014 by another company and I no longer needed his services, I had running water again no thanks to them. We spoke briefly about what happened and he entered my residence to check out the work and took a picture of the receipt from what I had to pay out of pocket. He then said he would need to change the water softeners filter because it's changed after a year. I advised him that it hasn't even been a year since I purchased the system, and asked him why he would want to change it several months early, he then said it would not need to be changed then, apologized for the inconvenience we had to go through, said he would talk to his boss about what happened and left.
Final Business Response
The service Dept XXX-XXX-XXX, Technician XXX-XXX-XXXX and client unfortunately were not able to make an appointment at a convenient time that was in satisfaction with the clients schedule. The client opted to locate a plumber of their choice to resolve an issue with the plumbing they had been experiencing. We contacted the client after several attempts on January 8th and they refused our service assistance. They claimed it had already been handled. We have issued a check # XXXXX to reimburse the client for the service call they paid for out of pocket to resolve the issue they were experiencing. Our systems are guaranteed against defects and I would suggest they contact our offices at XXX-XXX-XXXX if they are not experiencing satisfactory service that meets their requirement through our service technicians or Service department.