ComplaintsforPURE BLISS WATER TREATMENT SYSTEMS, INC.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1. I called Pure Bliss water company when my water filtration system had an alarm. They told me what was the cause of the alarm. I asked for the approximate price for the service in order to determine if I could afford going ahead with it. The price they told me verbally over the phone relayed ONLY the price of the equipment and NOT the service fee/tax. When I was surprised by the bill and I called to remind them the price they estimated, they told me it is my fault for not remembering that a service fee is included. I told them I felt the price they estimated was dishonest, and they intentionally did not represent the true approximate total. They were very disgruntled and yelled at me continuing to imply that I'm playing dumb that I need to remember from the past that the never quote me for a service charge. For this element I would like a formal complaint recorded against the company. 2. Upon questioning my bill, I was concerned that they charged me for 75 minutes of labor. I reviewed my ring cameras to identify that their service staff were on the job for 49 minutes. I asked them to remove the extra $71 which was an upcharge for additional labor time. Pure Bliss told me I'm lying that per their GPS tracker they verify their worker was there for 77 minutes. I told them that *** be true but he was sitting in his car running up the clock, and I provided the video evidence via email that demonstrated the time he came into the house and left the house, which confirms 49 minutes of time spent. They confirmed receipt and still told me I'm lying (not sure how). I told them as soon as they remove the $71 service upcharge I will pay the balance of $622. They have since stopped responding to me. I need to ensure they 1. do not send me to collections and 2. remove the $71 so I can pay the correct balance.

  Business response

  03/20/2024

  ****************** has been a PureBliss customer since 2019, and has had annual and bi annual services since then. She is familiar with our billing polices. ****************** called to set up her annual services after ignoring her maintenance reminder and calling in because her UV system was alarming. We informed her the alarm code is for the annual for her bulb to be changed. Provided her with the service call price of $125, bulb price of $110 and filter price of $24, she proceeded to schedule the appointment. After hanging up the phone with her, we realized she was also due this year for her biannual sulfur rebed. We called her back to inform her that the media was an additional $270, and would be approx.an additional hour of labor. She was fine with adding that service to the appointment.
  After we performed the services, a week later she called and left a message that we billed her for 75 minutes of time but her ring cameras showed we were there for 45 minutes. We called her back to explain that the bill was for .75 of an hour, equaling an additional 45 minutes of time over the 1st half hour included in our service call price. I pulled up our *** trackers that show we were at her home for 77 minutes that day. When she told us she had video footage to prove the time there, we requested she send us the video so we could see what she was looking at as what she was describing is a serious issue for us and our employees. If what she is stating was true, it would be grounds for immediate dismissal of our employees (there were 2 at her home that day), and we need to be able to without a reasonable doubt show them and *** Unemployment what transpired. We discussed this with our employees who stated they were in fact there for the time listed. Not only do we have the *** information that disagrees with her statement, it is physically impossible to provide those two services in less than 45 minutes.
  This is an extremely serious matter to us, as we can not and will not stand for our employees improperly billing our customers. We have been in business for over 35 years and have a well know reputation that we are not willing to jeopardize. The video footage she provided, was snippets in time. She REFUSED to provide us with video links, showing the guys not arriving when they documented.We simply asked her to provide us with a video of 3-5 minutes before they recorded arriving as well as 3-5 mintues after so we could prove to them that they did not arrive when they claimed, as well as be able to adjust the labor charges accordingly.  These employees would be immediately fired, as again this is our business and reputation on the line and theft of services is not something we will stand for. ****************** refused to send us the requested footage. This is all documented though email, as she became extremely hostile and hung up on us when we were trying to explain the charges she had. We would be more than happy to provide the email correspondence for reference. The email also contains copies of previous years work to try to help explain the charges to her.
  Being a customer of ours for 5 years, we also tried to explain the services to her by using her past services as an example. Her services this year came to a total of $692.27. The same services provided to her in 2022 resulted in charges of $680.11. We do our best to keep our numbers as low as possible, as we are a family run business and truly understand the expenses of life. We have even worked out payment plans with ****************** in the past.
  The information she sent us, didnt show anything besides our guys coming in and out of her house, which we do for services, so showing them walking in and out doesnt prove them arriving or leaving. This is why we requested the time before and after we started and ended her billing, so we can see exactly when they arrived and she refused to send what we need to see to prove without a reasonable doubt of when they arrived. Since she has been a customer of ours for 5 years, we decided to offered her a good faith discount on her bill and extend the olive branch. We reduced her bill by 15 min labor giving her a $23.75 discount, resulting in this years services totaling $666.59.(less than what the same services cost 2 years ago) We also reminded ***************** that the issue she brought to our attention was of huge concern to us and we needed to ensure our employees are treating our customers with the quality and respect our reputation demands. We would really apricate the footage so we could address our employees accordingly and ensure we had the proper documentation to provide to *** unemployment, as this would result in immediate dismissal from our company and we need to properly document all personnel issues in accordance with *** regulations.
  If what she is claiming is accurate, we would make right by our customer and we would also fire that employee immediately as again we cannot and will not have employees disrespect or steal from our customers in such a manner. Providing us with the requested video is all she ever needed to do from the beginning so we can ensure she is taken care of properly as well as the rest of our existing customers.
  ****************** stated we have stopped responding to her and that is not the case. She has made no attempts to contact our office since this all transpired on 3/6/2024.   We would like to get to the bottom of this issue, but her lack of cooperation and communication with us on this has left this issue unresolved.
  
  It is extremely disheartening that after years of being a customer, ****************** would go to such extremes to not only attempt to falsely tarnish our business but also jeopardize someones livelihood.  We have attached the email correspondence as well as all previous service work orders for reference. We attempted to attach the video she provided, however the file was to large to attach, can provide and send separately as well. 

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