ROGER GARRET/PURELY WATER IS UNPROFESSIONAL AND DOESN'T STAND BEHIND HIS WORK!!! Calls to him and KINETICO were fruitless!
This all started on AUGUST 3rd, Friday, I noticed water leaking from 1 of the Water Softener tanks that are in the closet under the front stairs, after removing items that I store there. I found the invoice from when the system was originally installed in 2004 by ROGER GARRET of PURELY WATER. He was still in business so I called him; he answered immediately and said he would be out the next day. On Aug 4, Saturday, he diagnosed that the O-ring had to be replaced and he didn't have one with him. He said he would return the following Wednesday or Thursday; he didn't come or call. I called him that Thursday afternoon and left a message. He returned my call on Aug 11, Saturday, and came out and replaced the O-ring (which he said cost $5) in less than 30 minutes and charged me $205 (the check was cashed on Aug 14). I felt the price was kind of steep but at least the leak was fixed. WELL, IT WASN'T.
I had waited a few days for the concrete floor in the closet to dry before returning my storage items. The floor remained wet and I could feel and see water around the neck of the tank. I made several phone calls(I have the phone records) and left messages for a week and explained that I was going away for vacation and I wanted to resolve this before I left; NO REPLY. While I was away my neighbor came over and changed the towels that were used to sop up the water.
I returned home Aug 28,Tuesday, and called again. This time he answered and said he would bring his son Chris with him on Aug 30, Thursday. They came and Chris said he needed to replace the tank head and that he would order it. Since it was Labor Day weekend he didn't think he would get the part until Sep 6th or Sep 7th. Again, a NO SHOW, NO CALL. I called Sep 8, Saturday, and left another message. This time Roger's wife called me back and said Roger had forgotten his phone at home and she would tell him I called when he got home. I guess he never came home; I'M STILL WAITING!
I had another water softener company come out and they identified the problem but Kinetico wouldn't sell them the part. It seems that Roger's the only Kinetico Dealer in the area and they only sell parts to Kinetico Dealers. I reported to Kinetico that Purely Water was not returning my calls after their failed repair. I never heard back from Kinetico either.
I found a Kinetico company in Wappingers Fall, NY and I drove there to personally explain my situation. I had to wait 3 weeks to get an appointment which at this point was fine by me. So, on OCTOBER 16th "The Water Source" finally repaired the leak by replacing Level #6 of the tank head which had a CRACKED SCREW HOLE.
Maybe ROGER GARRET/PURELY WATER only cares about jobs he gets through referral agencies that can rate him, like Angie's List, Home Advisor or Thumbtack. That's the only way I can see that he gets any rating over 1 star! read more