Puronics Service INC

Joe Hagan was very professional, kind and helpful. He was excellent at his job!

The service technician worked with a great sense of pride and integrity. I highly recommend hiring Puronics.

Went well,no problems encountered. Service tech very professional by clean cut appearance, neat uniform,abilities and knowledge of system.

Both salesman and installation technician were very knowledgeable about product. I got exactly what I paid for. We are very satisfied..

The install wasn't done properly and my basement flooded. The installer was quick to find the problem and own up to it. It did take awhile to get them to cover the damages, but after some back and forth, they did. The whole thing did no go smoothly, but they did come through in the end and take care of the problem.

We received an orange card in the mail to "remind" us that we needed to change the filter.  We had purchased the home with the system already installed and did not have a history with the company but responded to this card based upon the perception that we would void a warranty if we failed to act upon it.  
Mind you, they have all the information they need that tells them how old the unit is, what service has been done etc... based upon the prior homeowner.  I had called them when we moved into the home to let them know any further service calls would be our responsibility and asked them to reflect this in their records.  
When I made this call, I originally spoke to a guy named Roger.  I discussed the fact that I really preferred to NOT have soft water as I have thick hair and to get the soap out of my hair and off my skin was difficult.  It's a personal preference but one shared by my family members.  Anyway, he was awesome and told me he understood and to just continue to use the unit as usual but do NOT add any salt and it would simply run out and the water would no longer be soft but the water filtration system would continue to work.  At some point in the future I would simply need to change the filter to keep the water filtration system working even if we didn't want the water softener part.  I thought this was great and it was working fine.  
So, in response to the card, I called and made arrangements for them to come out to change the filter.  I was told the filter would be around $250 and made arrangements for them to come out on Sept 15 at 3:00.  The day they were to come out, someone called to remind me of the appt at 3:00 and I told them that was fine.  They asked if it would be possible to come out earlier that day and I said "no, 3:00 works best for me."  So, 2:25 rolls around and someone is knocking on my door.  It's the Puronics guy.  He said he knew he was early but asked if he could come in.  I was home and figured it was fine...in spite of the fact I was in the middle of something else.  I stopped what I was doing and let him in.  
He came in and wanted to test the water which I figured was just part of the filtration system even though he did not explain much about the testing.  I then began to tell him about my conversation with Roger awhile back and that I wasn't a soft water fan which is why I wasn't using the salt.  This guy then decided that I apparently was simply ignorant about my preferences and that I could save a lot of money if I just used less soap and was attempting to demonstrate this by washing his already dirty hands in my kitchen sink.  With his hands dripping all over, I handed him a paper town and advised my concern wasn't about saving money on soap but merely my personal preference.  He persisted in telling me how great soft water is yadda, yadda...and I pretty much told him to stop talking at that point as he would not be able to change my mind.  
I then led him to the basement where the filter is located so he could change the filter I had ordered.
As we were going to the basement, it became clear that his agenda was more focused on sales than service.  He started with a comment about how the life span of these units are usually about 15 years.  Since I had not installed the unit but became the owner of it once we purchased the home just one year ago; I had no idea how old the unit was...but Puronics certainly knew (or should have known) based upon their holding the records of our unit.  This seemed very much like a bait and switch tactic - which is also frowned upon by Consumer laws.  
Once downstairs , he proceeded to remove the plastic cover of the unit that holds some dates with details about installation and service dates...something I certainly could have done on my own if they didn't already have that information prior to coming to the house.  However, since they were already allegedly bringing in a proper filter for that unit, they already knew the unit was an older unit and according to them, past it's service capabilities as it had been installed in 1989, 25 plus years ago!
So...as he's poking around, he begins to initiate the drama of typical (but illegal) sales practices such as telling me that it's likely that the unit will flood soon and/or catch fire since there was some "issues" he noticed in the wiring.  I said "Well, I don't think a new filter would help with that!"  I indicated further that it wouldn't behoove me to invest an additional $250 for a filter on a unit that was so old and way past it's typical life span.  With that, I thanked him and said I was no longer interested in the purchase.
He then called his office to get some information and began writing all over a sheet of paper.  I was kind of milling about the basement while he did this as it took him a bit of time.  I then asked him what he was doing.  He said "they" needed some numbers and additional information.  He then produced some scribbled numbers that apparently pertained to some of the systems they offered...with the general focus being on the bottom line payment plan that seemed to have no original cost associated with it.  I reiterated the fact that I was not a fan of soft water and that I would not be interested in joining a club or financing any major purchases at this point for something I didn't want and that he really needed to just leave.  
He THEN told me I would owe him $89 for a service call.  I said "for what?"  I chuckled and said "do you mean a sales call?"  I told him that I had absolutely no intent of paying him to try to sell me a new system when it was clearly something I didn't really want in the first place.  He then returned to writing feverishly on this work sheet and I asked him if he was trying to "justify" his "alleged service call."  He mumbled something and at this point I'm angry because he won't leave after me asking him to on at least two separate occasions.  
Finally, I asked him what it would take to get him out of my home.  He responded that I would need to sign the paperwork and give him payment for the service call.  I asked him if he would take a credit card.  He said "yes."  At this point I figured I would simply dispute the charge with the credit card company as he wasn't going to leave without it.  (It was really getting uncomfortable even though I'm not easily intimidated....I was just furious at this point and wanted him out of my house.)
I gave him an American Express card and he put the information onto the form he had been writing on.  
He presents me the form that contains a bunch of line items and places for me to initial whether I "accept:" or "decline".  He said "you need to initial all the areas that you decline all these things - none of which we discussed - and only accept on one line where it noted I agreed to the service fee."  I said, "But I DON"T accept that I owe you this fee and I have explained that...what don't you understand?"
I then took the form and crossed out all my credit card information and told him to have someone above him call me to discuss it as our conversation was over.  He then said, "Well, they will turn you over to collections for non payment."  At that point I wanted to punch him in the face!  I had him call his office so I could speak to his supervisor and have him removed.  He did and I told his supervisor that I was so angry that I did not want to discuss the matter right now but needed this man to leave my home.  We agreed that someone would call me to discuss it later.  
With that, the guy finally begins to l

First we were told that there was a crack in the salt tank, and after the tech checked the water, we were told that we weren't getting any soft water. Apparently we hadn't been getting any soft water for about 1 1/2 years since the last tech came out, who they fired because he wasn't doing his job, which was very apparent with the mess our unit was in ! There was also a slow leak in the unit causing rust inside. I realize our unit is 12 years old, but I feel that if it had been properly maintained by their service department, which we thought it was because we had them come out for all the maintenance within those 12 years, I feel that we would be using it to this day. But that isn't happening, it's turned off, not in use and won't be ever again. The cost to fix was $ 1400, or we could purchase a new digital one for $ 2800 or more, but tech talked to the boss and came back with $2000, which is still too high. Don't think we should have to pay for the huge mistake of hiring the wrong person to do their work. We trusted this company, and they failed us. The tech that just came out was very nice, knowledgable, truthful with us, knew exactly what was wrong with our unit within a few minutes. He knew that the tech that worked on it the last time was fired because he was lazy and didn't check things the way he was supposed to. Now we are the ones that have to suffer for it. Apparently the boss doesn't care, thought he would be the one calling us back to discuss because I'm sure he was told how upset we were, but that didn't happen. Like always, the big guys can't handle the problems, they just want the money ! I'm very, very unhappy with this company, and a B rating is way too high, a D or F is much more truthful ! Also, we were charged $89 for what ? Basically to tell us that we're screwed and we're going to have to spend alot of money to fix or buy a new one ! Thanks for nothing, Puronics ! If Don the tech had come out 1 1/2 years ago we could still be using it ! He's the only good thing I have to write about ! Maybe screen your employees a little better ! Your customers shouldn't have to pay for your mistakes, I believe your name is Russ !

The unit had been leaking for several years, which I had pointed out to them at the past two service visits. This time, I asked about getting it fixed when I made the appointment. They technician they sent looked at it, opened it up, and discovered the seals were shot and the valve was frozen shut, so it hadn't been doing anything except leaking for who knows how long. He quoted me a cost to fix it at $1000 (discounted 15% if I bought into a $200 yearly "service club") or replace it (which he recommended) for $3000 (again, discounted to $2600 with the service club contract).
The tech was definitely very good at sales, and gave me quite a bit of pressure over replacing the unit and signing up for the service club. 
I opted not to have anything done at this time and was charged an $89 diagnostic fee. I will probably replace the unit with a $400 water softener I found at Home Depot. 

I have a reverse osmosis system in my home that has to be flushed form time to time and new little tanks replaced every so often. He brought int he new tank which was opaque and and I don't like that because I can't see in it and he also took the old tank and I wanted to keep it for something else. I have tried to call them 3 times about getting the tank back but they said they disposed of it.  He also put way to much clorox in the little tank and I had a hard time getting all of it flushed out.

They are good and I would recommend them.  Overall it went very well. We've never had a problem with them.  The original equipment costs more but once we got the equipment in we are only maintaining it for about $100 every three years.

Efficient and reliable.

We bought a house with one of their under sink filters. Came down one morning and found water over our kitchen floor. I traced it to the filter. At first General Ionics was threatening to charge me $80 to come out and fix it, even though it was their parts that were leaking. After a few angry calls, they came out and replaced some o-ring for free.

The company always sends me a reminder postcard. After I call them, the service call is scheduled within 2 weeks. Over the last 7 years, the cost of the filter and service call has doubled(less than $100 to the present cost of nearly $200), but then so have most other service-related fields.

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They called ahead of time to let me know when they would be there to install. The process did not take long (about 30 minutes). The product is expensive but worth it in the area that we live.

OUR EXPERIENCE WITH GENERAL IONICS HAS ALWAYS BEEN VERY GOOD. IF WE DON'T CALL FOR A MEDIA CHANGE THEY CALL US WHEN IT IS TIME. SERVICE PEOPLE ARE ALWAYS PROMPT AND COURTEOUS AND AVAILABLE TO ANSWER ANY QUESTIONS.

PROMPT AND COURTEOUS. WENT ABOVE AND BEYOND TO REPAIR THE POWER SOURCE, WHICH WASN'T PART OF THE WATER SOFTENER.