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  • Submitted: Mon, February 04, 2013
  • Updated: Mon, July 07, 2014

  • Reported By: Danielle ASU — Phoenix Arizona United States of America
Entirely Pure
4518 N 12th St Phoenix, Arizona United States of America

PIC Construction dba EPCON Construction REVIEW: PIC Construction dba EPCON Construction clients, feel safe, confident & secure when doing business with PIC Construction dba EPCON Construction. PIC Construction dba EPCON Construction’s dedicated to clients’ success, exceptional client experiences, & constant dedication. Commitment to Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction & confidence when doing business.
*UPDATE: PIC Construction dba EPCON Construction recognized by Ripoff Report Verified™ as a safe business service.

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EDitor’s UPDATE: Positive rating and recognition has been given to PIC Construction dba EPCON Construction for its commitment to reliability, dedication, integrity and excellence in customer service.

Ripoff Report’s research of PIC Construction dba EPCON Construction has resulted in the analysis that the company is completely committed to total client satisfaction. This means that we at Ripoff Report have investigated the company and found PIC Construction dba EPCON Construction will work towards finding a mutually satisfactory resolution to any complaints or concerns. PIC Construction dba EPCON Construction deeply analyzes client concerns and views them as an opportunity to learn, grow and evolve towards a more efficient company.

PIC Construction dba EPCON Construction’s principal, PABLO CURIEL, has informed us that his personal philosophy and career have always been motivated by creating a fruitful and beneficial interaction between client and company. An interaction in which the union highlights the needs of his customers; when coupled with his employees strengths and skills sets, naturally produces an offspring of creativity, problem solving and results; one where all parties gain by the collaboration. As a successful businessman, Mr. CURIEL knows that his customers are a precious resource and by always putting his customers first, Mr. CURIEL intends to maintain PIC Construction dba EPCON Construction as a successful enterprise both now and for many years to come.

A senior executive of the company shared with us that Mr. CURIEL’s personal business philosophy has always been “structured around functionality, process evaluation, intelligent collaboration and all of it driven by the unwavering need to perform for our customers.” PIC Construction dba EPCON Construction’s mission statement says it all: "At EPCON Construction, one of our key factors to success has been our reputation for integrity and fair dealings. Our reputation continues to be one of our most valuable assets as we look forward to years of growing business. EPCON Construction’s core values are honesty, integrity, respect, team work, commitment, and passion to our clients’ vision for every project we undertake. We deliver what we are contracted to do.

Ripoff Report learned in the course of its review that typical customer feedback reads: “PIC Construction dba EPCON Construction (and Mr. CURIEL) constantly adhered to our timelines, budgets and needs. They communicated all aspects of the project in a timely and effective manner. Their employees are professional yet pleasant and their years of experience were evident from the onset. They found creative solutions to issues and were proactive every step of the way.”

Epcon</><br><br><br><a href=Epcon is Ripoff Report Verified
Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..

The information provided in this report below is based on comments made by Pablo Curiel during an on-site inspection held by a third party verification company with no biases toward EPCON Company.

EPCON Company is a company specializing in providing renewable energy & resources to residences in Arizona. EPCON also focuses on providing education to the communities regarding renewable energy, such as hosting seminars at churches, home owners’ associations, and to home owners directly. Leads are acquired through a number of resources, mainly referral and word of mouth. EPCON also employs a telemarketing department to reach out to potential customers and share information, explaining the features and tax benefits of renewable energy. The basic sales process begins with reaching out to the potential customer and determining whether or not that customer has any interest in the renewable resources EPCON provides. If they are interested, then an appointment is scheduled and a sales representative from EPCON will go to the residence to conduct a site assessment, and discuss features, advantages and benefits of renewable energy, based on the customer’s needs. “Every customer in this city that looks at solar has a pretty good size utility bill. The experience they receive is not one of a sales presentation, but of communication. When we go out to the customer, it is more of a relationship,” explains Pablo Curiel, a representative of EPCON.

When a client makes the decision to sign up for a system for their home, the information goes to EPCON’s finance department, and then the general manager contact the customer directly to thank them for their business. “The general manager informs the customers of the sequence of events and how the contractor proceeds through the stages. The information is from start to finish, including all paperwork, utility submissions, jurisdiction submissions, leasing company documents, and financing options. It’s done within 36-39 days. The customer is aware of this time frame,” explains Mr. Curiel. Once the documents are processed through the general manager’s quality control procedures, the project then goes into operations and electrical drawings are submitted for the project before the installation begins. “Each stage, the customer is notified, because there are requirements the leasing and financing companies have that make sure this process takes place. We have to design our program to fit the financing options and leasing option program parameters,” explains Mr. Curiel.

PIC Construction dba EPCON Construction Complaint Resolution

At times, customers may not feel satisfied with the services they received. Mr. Curiel explains that a major issue EPCON experienced occurred last year as a result of a particular leasing company they were working with for customers’ installations. “The leasing company created a major time delay in installations and a lack of product to install because the leasing company had funding issues. We had a number of customer complaints because of this one particular leasing company, and granted, we had some follow up issues on our end because this occurrence basically pulled the carpet from underneath us. All these situations occurred last year because of this one specific company, lack of action, and it hurt our organization tremendously,” states Mr. Curiel. Prior to last year, however, Mr. Curiel explains that they had no customer complaints, no Better Business Bureau complaints, and no employee issues. “If you look at all the complaints, you will see it is pertaining to one particular leasing company. The owners of EPCON do absolutely everything to ensure their tasks are executed, [and] the vendors, the customers, and employees are taken care of,” states Mr. Curiel.

To resolve the issues relating to the leasing company, Mr. Curiel explains that EPCON severed their relationship with that particular leasing company. They also made sure the customers received the appropriate telephone numbers for the area managers and district managers, so they can obtain the services they needed and get the product installed. “We personally went above and beyond to help the customers,” states Mr. Curiel. “For the most part, they customers appreciated the up-front answers and resolution provided. [Some] customers were not happy that the relationship between EPCON and the leasing company was severed. They thought it was the responsibility of EPCON to finish the installation,” he explains.


Epcon1</><br><br><br><br> <font color= PIC Construction dba EPCON Construction Improvements to Customer Service

Once a complaint is resolved, EPCON employs a follow-up procedure to ensure the continued satisfaction of their customers. “Once a complaint is resolved, no matter the stage, our company follows up. Relationships in our business are more important than the dollar that is earned,” states Mr. Curiel. “All our customer communication is entered into our CRM software “ZOHO,” which allowed management and employees to use the CRM to inform the customer and employees about all aspects of the customer’s status.” The team at EPCON focuses on communication and strives to contact the customer to update him or her on the status, before the customer feels the need to contact EPCON.

Since receiving complaints on Ripoff Report, EPCON has taken steps to enhance their customer service and follow-up procedures. When a customer complaint comes in, a representative collects the information and informs the manager. “The manager has the seniority and experience to make sure the customer is treated in the highest regard, so the issue does not become a major catastrophe. If there is any reason the issues is escalated to the owner, it’s handled within 24 to 48 hours,” explains Mr. Curiel. EPCON has also taken steps to ensure their employees and treated well and have a positive place to work, by offering vacation, time off, company parties, team building events, competitive pay and commission, and incentives for exempt and non-exempt positions. “We tend to advance employees in the company, rather than hiring from the outside because they have a much better understanding of how the business functions. Each employee is part of a team, as well as an individual,” states Mr. Curiel.

To assure potential clients that the services offered are not faulty or unrealistic, EPCON goes through the necessary licensing, bonding and insurance, as well as meeting certain completion requirements in order to work with the leasing companies. “[This includes] photographs of the installation, adhesive, mounting hardware, and every aspect of the installation. We have inspections which are done by the AHJ as well as the municipalities; every contract is underwritten by the leasing company’s engineering department and approved prior to installation,” explains Mr. Curiel. “We must install by code requirements. It is inspected by a number of people; the designs are approved by a number of people. The finished job is done in a manner which is dictated to EPCON.”

Since receiving complaints through Ripoff Report, the owners of EPCON have focused on ensuring 100% visibility of their company and practices to ensure their customers’ satisfaction. “Visibility taken by trackers, our CRM, and every department is on the same page, and the owners can see exactly what is going on with the business,” explains Mr. Curiel. EPCON recognizes the value of working with Ripoff Report and the Corporate Advocacy Business Remediation and Customer Satisfaction Program, and the platform it provides for businesses and clients to interact and resolve issues. “It means that we are willing to do our part to show what we do in a professional and respectable manner, to let our customers know we value what they think about our services. It is something that we hold very highly,” explains Mr. Curiel.


Epcon2</><br><br><br><br> <font color= PIC Construction dba EPCON Construction / Statements from the owner Pablo Curiel.

"My name is PABLO CURIEL and I am an owner of PIC Construction dba EPCON Construction. I would like to thank you for taking the time to review PIC Construction dba EPCON Construction. PIC Construction dba EPCON Construction provides a full spectrum construction management team that brings our clients’ ventures and ambitions to reality. From design to finance to construction, our personalized service, creative problem solving and experience create constant optimal returns for our revered customers and partners.”

Reza Bakshai a partner of PIC Construction dba EPCON Construction says,"We appreciate you coming in and taking the time to see our processes from beginning to end. We always strive to provide a great product, keep employees happy and earn customer business by going the extra mile. Sometimes though, there are hurdles you hit in business and construction. It’s how you resolve those problems that really set the pace for a company.”

PIC Construction dba EPCON Construction’s team of professionals takes great pride in their work and feels confident on each project they undertake. The general manager at PIC Construction dba EPCON Construction states "We always get support from Mr. CURIEL as he takes personal interest in the success of thecustomer’s project. It has always been senior management’s policy to work hard and reward all the employees that put so much of their heart into this company’s endeavors.

PIC Construction dba EPCON Construction knows that employees are the bones of this organization and treats them accordingly. Employee feedback and surveys reveal comments such as: "PIC Construction dba EPCON Construction provides a very positive and rewarding work environment. We are encouraged to question the status quo and look for new and more efficient methods of operation. Mr.Curiel has truly provided a home for us to spread our wings and reach our full potential. “ Ripoff Report has learned that PIC Construction dba EPCON Construction’s past and current perspective and approach to business is focused on its pledge to total commitment towards client and employee satisfaction.

STATED IMPROVEMENTS FROM PIC Construction dba EPCON Construction.

"By being open to employee suggestions we have already been able to change and isolate two areas in which we were able to lower the cost of doing business my 5%. Portions of those savings were shared with the employees whom had the initiative and inspiration to motivate these company-wide operational changes.”

PIC Construction dba EPCON Construction understands that issues posted on Ripoff Report (whether true or not) are topics that need attention, and are not something to ignore. When analyzed correctly, complaints are a valuable learning opportunity. With the feedback generated by Rip-off Report’s Investigation PIC Construction dba EPCON Construction has made organizational changes, allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.



Epcon3</><br><br><br><br>

In summary, after our review, which included discussions with Mr. CURIEL, his staff, customers and many of his past and current associates, Ripoff Report is convinced that PIC Construction dba EPCON Construction is committed to a positive customer experience and is always concerned about his employees’ interests.<br><br> <a href=Read more about why consumers should feel confident when doing business with a member of Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.

Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.

As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer.

NOW TO THE ORIGINAL REPORT THAT WAS FILED

———————————————

Entirely Pure Entirely Water, EPCON Sold FAULTY solar water heating system with a 30% guaranteed savings. Used more energy than before. WONT pay back any money. Phoenix, Arizona

Our Daughter was an intern at entirely pure and got us involved with Reza the owner. He came over and they did an audit of the system. (I've talked to others who got audits and said that the "professionals" weren't even certified, and did NOT perform the usual requirements for real audits) He then explained the saving we would get of at least 30%. We installed a Solar Water Heater,  Vapor Barrier,and Duct Sealing. This we were told would save us at least 30% on our electric bill. We Financed $10,997 through Enerbank USA. Our out of pocket expenses would be around $5000 dollars after rebates and tax incentives. The system installed in December 2011. We were all so excited to be doing what was right for the environment and our pocket book. First month showed a small saving??? Not 30% Hmmm. We waited a couple of months - still no saving and even had more usage. We decided to wait it out for the summer months and see what happens. The bills were even worse. We then started making calls for service as something was wrong. 5 service calls later nothing, just scratched heads and no answers.

We then started asking for our MONEY back as there was a 30% guarantee. Seemed simple huh. Well, not so much turns out we had to wait a whole year before we could even discuss options. So we wait till January and contact them for some sort of resolution to this problem. We got a lot of "we will call you back"... Yeah not so much. Finally, we met with the office manager (Elijah) and the GM (Renee). They stated we would get back our $627 for the power saving guarantee. We stated our case and we came up with a reasonable offer of half our out of pocket expenses and they could even take the system back . Seemed fair they get there revenues and profit we get some sort of compensation for our hardship. We were told we would get a response back the next day NOTHING. We finally got a hold of the GM Renee She promised to get an answer back on Monday OK....No Call back or answer. Finally after a huge run around we get Reza on the phone. long conversation but, the response was our system is fine you must be just using more electricity. I thought about that but, realized we had less people living in the house in 2012 than 2011 by 2. Seems that alone should have dropped our power bill. So then he states we are not getting any money back even the measly 30% guarantee they all had agreed we should get.....

Absolutely misleading sales and the Guarantee is useless If there system does not get the 30%saving they say it will then  they say you are the variable and its your fault.. So Do NOT DO BUSINESS WITH THEM OR EPCOM THERE PARENT COMPANY. Seems they bought them.

So know we are at the point of arbitration as stated in there contract which I had to explain to them (they thought it would go to small claims court) they do not even know there own contract ughhhh!!!!  Then I get the threat if we go to court: "you are going to lose and pay the attorneys fees for us and yourself." Well, my attorneys fees are free thank goodness and as far as the threat goes lol Judges rarely if ever give attorneys fees in awards. Only if there was gross misconduct by the other party so nice try with the threat. They are using SCARE TACTICS AND BULLYING TO COVER UP THEIR SCAM, and I have no idea how many other people they've tricked so far. 

You may contact me if you like to discuss them...

AGAIN RUN LONG AND FAR MY FRIEND LONG AND FAR


Also, from my daughter:
"The company Entirely Pure has victimized my parents. I would NOT recommend them, and will assist my mom in all of her efforts to point out their scam. For example, as an intern there, I was instructed to make FAKE yelp reviews to show the company in a positive light online. I guess they couldn't do that by treating their customers right. Their water heater is costing my parents MORE money than their old own, and they refuse to pay back the THOUSANDS of dollars they owe my parents.

Their system does not work. The year before my parents installed the system, my boyfriend and I lived at home with them. We had completely different schedules (being in college) and used a ton of extra electricity. AFTER the system was installed, we moved out into our own apartment. Instead of having the air on for 24 hours/day, it was on less than half, or a third of the day. Instead of my boyfriend using the oven for pizza every day, they used the toaster oven for meals for two. Instead of having an xbox, a playstation, our laptops, and other electronics plugged in, they had an empty room. The amount of people living in the house was cut in half - that ALONE should have been significant savings. 
Also, my mom is a science teacher, and so she is involved in a lot of cool workshops on energy savings, conservation, and going green. The reason they wanted the solar water heater in the first place. Well, a couple months after the solar was installed, my mom won a goodie basket for energy conservation! She got TONS of new energy efficient lightbulbs, low flow showerheads for ALL the bathroom, aerators for our sinks, and more. She also bought window screens for the windows that didn't have any yet for the summer months. DESPITE ALL OF THIS, her energy bill barely went down. Some months, it went up. 

The solar water heating system that this company sold to my parents is COSTING THEM MORE in energy. They are paying, every month, for a water heater that doesn't work right. 

Now, they are saying that they will not pay my parents back, not every half of the money they spent! My parents even said, take the system back, only pay us half, and instead they are being threatened, bullied, and lied to. This treatment is horrible. To Entirely Pure and now, EPCON, the new parent company:  Your product is faulty, and not helping the environment. Please make it right for my parents. They are not crooks. They are good, innocent people, who are trying to help the planet. You stole the savings from a middle school teacher for a product that doesn't work. They had to take out loans to pay off the solar before the interest rate hit. Make it right for my parents. If you don't, you are the crooks, and I would be ashamed to have interned with you."

This report was posted on Ripoff Report on 02/04/2013 07:41 PM and is a permanent record located here: http://www.ripoffreport.com/r/Entirely-Pure/Phoenix-Arizona-/Entirely-Pure-Entirely-Water-EPCON-Sold-FAULTY-solar-water-heating-system-with-a-30-guar-1008857. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

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Updates & Rebuttals

#1 UPDATE Employee ..inside information

hes not the only one there

AUTHOR: a house built on lies - ()

Elijah Lee as they call him there at Epcon is not the only one with a shady past that works there. If anybody does some real digging they will find people above him with worse backgrounds then his. That company is filled with excon that should not be running a company.Also employedd there is a General Manager that has a husband whos a warden for a prison. This GM is no different and is as shady as the rest of them.

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#2 Consumer Comment

We are lied to by this company other know as AZ Institute of Energy, JORGE BALLINGER

AUTHOR: Matthew S - ()

 This is a scam!  Call police when you get contacted by this company.   Jorge Ballinger owner

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#3 Consumer Suggestion

I have heard this all before . . .

AUTHOR: Pete - ()

There is a solution here. The solar water heater can have what is called a BTU meter installed and monitored. Your utility company should be able to provide the name of a reputible licensed plumber that is solar qualified.**Polymer collector systems are pre heaters not solar water heaters even in AZ.

The other two, a solid building inspector should be able to handle. A house has to breath. If the materials used block the ventilation of the house, the temperatures will rise and radiate more heat into the house therefore the A/C will have to work harder.

Lastly, the "licensed" contractors who installed these systems. If the company that sold the system is licensed for that specific building trade they can resell it , if not and "other" contractors are involved then you should be talking to the AZ Registar of Contractors. If legal expenses are not the issue then you should start with a legal assessment. Contractors in AZ have to carry performance bonds. You need legal advise to proceed. With the above items outlined your attorney should be able to advise you well.

Good Luck.

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#4 REBUTTAL Individual responds

Promised refund but still no money

AUTHOR: Laurie J - (United States of America)


While I do appreciate the response from Entirely Pure, I disagree with many points they presented.  Although we have tried on numerous occasions to resolve our issue of a solar water system that was not working to the level promised when we purchased the system, we have not come to any resolution.   It is correct that I contacted Entirely Pure stating that my system was not working, that I was not saving what was promised in the purchase agreement, and that I wanted a refund.  Although Mr. Bakhshai stated that I had an energy savings 7 out of 12 months, the savings on the majority of these months was less than 5%, a great deal less than the 30% savings that was promised in my written energy savings guarantee.  In addition there are 5 months where I had energy usage that exceed the previous year, despite the fact that I had 2 less people living in the household after the solar system was installed.  I am extremely upset that Mr. Bakhshai is blaming me for the failure of his system to work properly. 

It is true that the financial manager and the general manager did make a verbal offer of $627 as per the energy savings guarantee, but Mr. Bakhshai verbally rescinded that offer during a phone conversation on Monday February 4th.  I did not refuse the energy savings guarantee at any time, but I did ask Entirely Pure to consider giving me a refund for the system since it clearly was not working as promised.  After having paid $10,999.00 I let them know I was very unhappy with the product.  I even presented an offer of less than the purchase price, asking for a refund of only of my expense and told them they could come take the whole system back.  I was promised they would get back in touch with me to let me know their final decision, but they did not do this.  As of today we still have not received a single penny from Entirely Pure. 

Mr. Bakhshai also suggested that I threatened and went on a social media smear campaign and this is simply not true.  I did post on my personal facebook page and twitter account about how dissatisfied I was with my system; I did not use any aliases as Mr. Bakhshai alleges.  I did have several friends who read my post and they may have chosen to offer their opinion of the company based on my experience, but I did not make-up complaints.  To date I have not received any refund and I am not saving the amount that was promised when I purchased the system, despite a written savings guarantee.  The only thing I have received from Entirely Pure is a threatening letter from their attorney.  
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#5 REBUTTAL Owner of company

Refusal From The Client- Our Final Attempt To Prove What Truly Happened

AUTHOR: Entirely Pure - (United States of America)

This client has refused multiple offers from our GM and Sales Manager. We always have and will always stand behind our guarantee with all of our clients.  Per our agreement we must have enough usage to be able to compare the energy usage of the home. The client did bring us usage, the 30% was not reached and our staff did offer to pay the difference on numerous occasions. The client refused unless they received the 30% PLUS HALF THE COST OF THEIR INITIAL INVESTMENT. We have been out to this clients house 5 times and the data collected by not only our technicians, but also 3rd party technicians has proven that there was an increase in usage as the system has and IS in working order according to all visits to the clients house. There is no way for us to manipulate data that is coming from the system that was installed in the home.

Again Ms. Jake, we will 100% honor our guarantee with you, others and everyone moving forward. We are not in business of ripping clients off. We want to help as many households as possible, educate them on their options and help them reach their goals of energy independence. Please contact me directly if this is an option that you want to accept. However, stating that you won't accept it unless we pay additional monies isn't part of our written guarantee. The threat of going on a social media rampage to ruin our name as you had stated and have attempted to do is not the type of relationship that we want with any of our customers. We strive on a daily basis to do the right thing, help out anyone we can and progress. We are sorry that our initial offers were refused, however again we will 100% stand behind our guarantees. Please contact us if this is satisfactory. 
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#6 REBUTTAL Individual responds

Entirely Pure Response full of Lies and half truths

AUTHOR: Laurie J - (United States of America)

I appreciate Reza responding to this complaint, as this is the first response we have received from Entirely Pure since they refused to offer us ANY refund, unfortunately his reply is full of lies and half-truths.  Entirely Pure staff (GM Renee & Elijah) did make a verbal offer to pay $627 that we were owed, but when we spoke to Reza he said "you're not going to get a penny now"  and Entirely Pure has never attempted to pay us a single dime.  I did not contact Entirely Pure "recently" as was mentioned, my fiance and I have been contacting Reza for more than 6 months complaining about our system not working as it should.  They have had 5 service calls to our house int eh past 6 months with no resolution.  Reza is correct there were some months with slight savings, but it was nowhere near the guaranteed 30% savings. We have seen only a 2% reduction of kilowatt hours since putting in the system a year ago.  I have shared my displeasure with Entirely Pure through social media - but Entirely Pure blocked me from their facebook page and removed my complaints so that other customers could not see what I wrote.  Entirely Pure has made NO ATTEMPT to contact either myself or my fiance in this matter.  My fiance and I did not refuse their offer, but we did tell them we did want to return their system as it was clearly not performing to the level they had promised.  We did not demand a full refund, we were trying to be reasonable with this company and they have refused to deal with us at all.   Don't be fooled by their reply - they are a very dishonest company and I urge everyone to avoid dealing with them, If you are interested in Solar DO NOT deal with Entirely Pure.
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#7 REBUTTAL Owner of company

The Truth and Facts About This Client and What Was Sold and Promised To Them

AUTHOR: Entirely Pure - (United States of America)

Entirely Pure is a family owned business that has worked diligently in its 5 year existence to grow a reputation of integrity, honesty and concern for our environment and fellow citizens. By providing products and services which lowers our carbon footprint whilst simultaneously saving our customers money. It is has been and always will be our top priority to treat our customers without the utmost respect and care they deserve. It is in our culture and we know that the moral arc of justice always bends to those whom choose the RIGHT and JUST course of action.

This being our internal definition of whom we are, we treat any customer issue with gravity and deep resolve and strive to find fair and equitable positions for all parties. To that effect Laurie Jakes has been a customer concern that we have attempted to resolve multiple times. Laurie was sold an energy efficiency system over a year ago. Recently Laurie contacted us stating that her system was not working, that she wasnt saving what she expected, and that she wanted a refund beyond our guarantee and to refund half the system cost(after rebates). Entirely Pure inspected her system multiple times with multiple neutral vendors and every time it was determined that her system was functioning properly. Next we proceeded to inspect her energy usage via her electrical bills. Here, it was also confirmed that she had savings 7 out of 12 months. 

With these available facts it is PHYSICALLY impossible for her energy efficiency system to NOT save her money UNLESS there is human intervention. Only MORE energy usage than prior to install date, which is precisely what is occurring, could produce the lack of saving guaranteed.  Our guarantees are explicit and precise. No guarantee was warranted but Entirely Pure NONE-THE-LESS decided to honor the guarantee in attempts to make our customer happy. Our sales manager, finance manager, and general manager ALL offered the calculated guarantee refund amount of $627.00, again to ensure our client was satisfied. Laurie and her husband repeatedly refused the offer as they wanted a refund of half the system cost (after rebates). 

After the customer was informed of the company decision to only refund the guarantee amount, even though it was not warranted, the Jakes threatened to go on a social media smear campaign. The Jakes have indeed fulfilled their threat. To date we STILL offer them the guarantee, we still warranty their product, and they are STILL saving money. Entirely Pure has been in business for many years and we have installed hundreds of systems. Our reputation is key to our long standing success, which we have fought to earn and will fight to keep. Our owners would gladly discuss this case with any interested party to shed light to the truth of the situation. 
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