ComplaintsforIWP: Crusader of Texas

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During a March 2022 service call, without my prior knowledge or consent, ******* Vibriral had his IWP serviceman remove and take my high end Pentair ***** **** XTR2i water softener controller, purportedly to test it in his shop. IWP replaced my controller with a piece of junk, used controller that never worked properly (would not shut of regeneration cycles).For over two months, ******* has refused to return my controller, and I want BBB's assistance to get that done.The uploaded picture of the IWP Invoice (which was fully paid at the time of purchase) shows the water softening system part ID number to be *******. The uploaded picture of the ProFlow Product Catalog on the IWP website shows that exact system part ID number together with a picture of the system's controller and its model number (**** XTR2i). Thus, there cannot be a reasonable dispute regarding what controller I purchased. During a telephone call ******* told me that my **** XTR2i controller was working flawlessly in his shop. So I requested that it be reinstalled, which ******* refused, leaving me with a used controller that did not work. That left me little choice but to hire another company to install a new water softener controller (***** model) at considerable cost. I then took IWP's piece of junk, used controller to my builder and again requested that ******* return my Model **** XTR2i controller. In response, ******* provided a different model controller and purported that it was the one which he removed from my house. The uploaded picture of the front of the controller he returned (currently in my builders office) contains two permanent ID tags, both of which clearly identify it as a Model **** XTR2 rather than my controller which is a Model **** XTR2i. In addition, ******* did not return the housing that goes over the controller or the apparatus required to attach the controller to the resin tank and water system.

  Business response

  11/15/2022

  We never entered his home.  He personally carried from his home to ************************* in ************* Texas.  I was informed he had a competitor involved whom had removed the valve.  The ***************** as installed at the ****** office.  I called ****** Constrution, they informed me that they called him to let him know his request was completed and he never came to pick up the original valve with a new controller.  The  valve remains at their office.  This is the same person who complained previously about the same valve.  I have previously forwarded the emails of his communication with ****** and Myself to ******.  The valve has been there for months.  I just found out he did not pick it up.  We never entered his home to remove the valve.

   

  I will forward the previous emails dealing with this matter.

  Customer response

  11/20/2022

  Complaint: 17406543
  
  I am rejecting this response because:  It is NOT factually correct. 

  IWP did in fact enter my house on a 2/21/22 service call during which the service man ****** removed the controller that I purchased from IWP and installed a different older controller.  After I got ****** involved, IWP purported to leave the controller it removed from my house in ******' office for me to pick up, but when I arrived at ******' office I noted that the controller IWP left with ****** was not the controller IWP removed from my house.  Therefore, I did not accept it as return of the controller removed by IWP.  

  Attached is email documentation.  

  The first page clearly shows that IWP removed my controller.  My 2/22/22 email to ***************************** notes that his serviceman (****) removed controller and replaced is with a "less sophisticated model".  ****************** acknowledges on 2/24/22 that **** changed the board.  This is in direct conflict with IWP response to BBB that it did not enter the house.

  The second page documents that the controller that IWP purported ****** as the controller it took was in fact NOT the controller that it took.  

  There are other false claims in the IWP response.  

  There is a easy fix.  That is for IWP to return the controller that has the correct model number and screen as the one that it sold me.

  
  
  Regards,
  
  *************************

  Business response

  12/12/2022

  The Valve in question is at the ****** construction office where ***************** brought it, the touch screen board is installed and programmed to the manufacturers recommended settings.  You can pick it up any time you like.  

  Note:  If anyone goes beyond the Manufacturers recommended settings we can not guarantee the systems performance.  The issue with the system was someone had tampered with the settings.

   

  *******

  IWP

  Customer response

  12/20/2022

  Complaint: 17406543
  
  I am rejecting this response because: As the documentation I have provided clearly shows, IWP took my controller (without my consent) from my house during a service call.  Therefore, I did NOT have to Controller to take to *************************** office as IWP asserts in its latest response.  IWP took a controller to ****** office that it purports is the controller that  it took from my house.  However, as the documentation I have provided shows, the serial number of that controller is not the same as the one IWP took from my house.

  The problem remains that IWP took the "high end" controller which it sold me from my house during a service call and without my knowledge or consent.  IWP replaced the controller that it took with a old, lower quality controller that never worked and told ****** that it was ordering a NEW replacement controller.  From research, I knew that those controllers were out of stock and not available, so I requested that IWP return and reinstall the controller they took.  That was NOT done and I was forced to purchase a new, different brand controller from another vendor.  I then returned the old, broken controller that IWP installed when it took my high end controller to ****** office.

  I still want the controller that I purchased and paid for returned by IWP.

  IWP's responses simple do not correlate to the facts as per the documentation that I have provided.    

  
  
  Regards,
  
  *************************

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