Kinetico Quality Water Systems

"Despite making every effort to hire the most qualified and reputable people possible, there's always the possibility that a representative may say something to a customer that we are not aware of. For that reason, we have for many years featured the following statement on our purchase work orders: "ALL MATERIALS AND SERVICES THAT HAVE BEEN PROMISED ARE LISTED ON THIS WORKORDER". This is to try and protect our customers, as well as ourselves, from situations like this one. I have examined the file for this customer and the purchase work order that they signed. The previously mentioned statement is initialed, so it’s there and they apparently saw it. Yet, there is no reference anywhere on the work order as to us performing additional services for them at some future date free of charge. If it was there, we would certainly have honored it. These systems were purchased in May, 2010. So now, four years later, no one can be sure of anything except what is written on the paperwork. One thing I'm puzzled about is why the amount of the charge claimed here is being inflated by 50%. We uninstalled three separate systems for them and prepared the systems for transport for $225, not $353 as they claim. What purpose is served by misstating the amount? Also, we are a local company and do not have knowledge of, nor control over, what Kinetico dealers in other parts of the country charge for their services. This customer claims we told them that re-installation would also be $353. But that is something we could not possibly know since they were moving out of state. Plus some installations are more difficult than others, so that, of course, affects the price of the installation as well. I believe the moral to this is that anything of significance that anyone tells us in a business situation should be put down in writing. Otherwise, there is no way to prove that it actually did happen. We do offer to remove and re-install locally at no charge within one year, to a pre-plumbed location, for new customers who are not sure if they’ll be staying in their current home. Perhaps that somehow lead to a misunderstanding."