DUPURE

My husband and I moved into our new home 2 years ago, and Dupree came out and installed our water system. The week of March 06, 2023, our kitchen sink started dropping. Well we called the contractor of our new home, and they immediately send someone out. When they looked under the sink apparently the contractor for Dupree removed the support ( board) that was holding up the sink on the right side. The board on the left side was still there. Only the right side they removed to installed the water filters. When my husband called and explained the situation to C.S. ( we have warranty) the co., told us that it’s not covered on our warranty, because it’s protocol to contact the contractor before installing the filters. Well that was NOT TRUE, and we had to pay $220.00 for them to come out to remove the filter and $220.00 for them to come out on Monday to reinstall it. I am so not happy when this company. Take before and after pictures if you choose Dupree to install your water system.

There was a leak under the sink at our rental house. This company (Dupure) sent a technician to fix the leak. Our renter paid first and then requested us to reimburse the $252.11. When we received the bill we noticed Dupure charged for 2 filters ($130) for the inactive old system which was disconnected years ago. We called and asked what these 2 filter charges were and were told the technician changed new filters. We communicated with Dupure that 2 filters were not needed as the system was not active. The technician should know better since the filters were not needed. We called multiple times and even told them they can take the filters back and refund us $130. After couple months, we were exhausted and never get this issue resolved. The technician should never have installed two new filters in the inactive system. Very disappointing at Dupure.

I had a water softener installed with the house when we moved in and they didn’t connect the drainage pipe. The water has been leaking out of my dry wall from the drainage hose for a while, when I called to have them come repair the damage for their poor installation they wanted $500. $189.95 just to say hi and $250 for the filter. I have contacted my insurance company to repair the damage and will be hiring a lawyer.

My previous home owner had installed DuPure. Service person was very nice. But their sales team is horrible. They said that they will provide warranty for the system if I take their annual maintenance. They keep increasing the cost substantially every year. For two years, the service person increased the price by $50 within 1 or 2 weeks. The system is not great either. I am replacing it with another one. GOODBYE DUPURE!

Dupure Customer support / Tech support responsiveness has been terrible. The tech came out and essentially tried to pass off the issue as a leaky PRV. I called a plumber out at my own expense to get proof that it is a faulty installation and have had no response yet on when it will be fixed. No one at Dupure is taking any ownership of this issue. I will never use any of their products again nor would I recommend them to anyone.

We called for a filter replacement and was told that we had to provide a credit card number over the phone before they will even schedule anything. The technician came out for the work and told us that the resin was flushed out and needed to be replaced, and it was covered by warranty. No work orders were presented to us for review the cost for this warranty work. Our understanding was there will be no additional charges for this service since it was covered by warranty. When the technician left, he didn't leave us any itemized bill to sign for the charges that will be put on the card and simply said we would receive the bill via email. Days later we received no receipt in email, and I found an additional charge from Dupure that we had no idea what it was for. I had to call them to hunt down the receipts, and they told us the additional charge was the labor costs for the resin work that was under warranty. We told them that was not what was presented to us, and we would not have authorized the work had we known there would be additional costs for this warranty work. We have now spent 3 weeks fighting the charges now, and all they said was that it was a "misunderstanding" and "disconnect". They also said that the technician did explain it clearly, although there was no proof of any work orders or other written document with additional labor costs presented to us to review. They told us that they believe the charge was reasonable for labor work completed, and since now everything is "said and done" they would be happy to provide a work order for us. All of the above makes no sense. The point of having a work order for customer to review and approve is to make sure everyone is in agreement with the work to be done and the charges to be incurred before the work is started. Their billing and business processes are extremely poor, ambiguous and border line unethical. They demand a credit card from customer and force customers to be transparent about their payment information up front so they can avoid collection problems. However, they will not reciprocate the transparency by providing customers clear information on what it will cost for the additional work. Instead, they told us it was under warranty, left the job without leaving us any detail bills, only for us to find out the additional charges afterwards. If you have to be stuck with them because the builder put in a Dupure system when you bought your new house, be extra careful when you request service appointments. There are definitely issues on poor customer service and questionable business practices. You are basically handing your credit card to them to charge what they want the minute you call to make appointments unless you get all the prices clarified, in writing, and get an itemized bill to sign and authorize the charges to be put on the credit card. Otherwise, get ready for trying to fight and get your money back for the charges you didn't approve. If you are looking for installing a system, compare different vendors and read reviews before you decide. Any misstep on your end as a customer with Dupure will make you fall into their trap. They don't make things clear to you. They don't have to because they require your credit card number before they come out for anything, and all they have to do is tell you everything is said and done afterwards, and expect you to be ok with what you are charged for on your card. If you are looking for a trustworthy provider and do not want to feel like you are walking on eggshells when you try to care for an equipment you invested in, don't do business with Dupure.

We called DuPure to have them come activate our filter under our sink. When the salesman came, he asked if we were interested in a water conditioner. We told him no that we had a water softener from our old house. He told us that it would not treat the water 100% because our area treats the water with chloramines. I was aware that our system did not filter out chloramines. We proceeded with purchasing their system without confirming that our area used chloramine to treat the water. Our old system provided us 24/7 treated water as it had two tanks. When we seeded our back yard and started watering it, we were noticing spots all over our faucets, etc. We called DuPure and they sent out a technician. The technician told us we were using too much water (and running out) and that’s why we were getting these spots. My husband (David) told him that we never ran out with our old system. The technician inquired why we got rid of it and David told him because our area uses chloramine and our old system wouldn’t work. His response was, well I don’t know about that (like it was untrue). This conversation made me start researching on my own. I called Leslie’s Pools and asked if they had a test for chloramine – they do and I took them a sample. No Chloramines. I then took it a step forward and bought a fish tank test for ammonia (if you have ammonia in your water, you have chloramine). No Ammonia. I called DuPure and told them of my findings and that I did not want the system of there was no chloramine in the water and that I want my old system back (they gave us a credit for taking our old system). They said that the first step was to take a water sample and send it off to their lab. Well, the results came back today and sure enough NO CHLORAMINE. Their resolution is that they are not going to take the system back and they offered to send me a product manual and benefits of the system! I asked to talk to his supervisor and he said that’s the solution that the management team came up with.

No problems at all. Very professional installation. They listened to my requirements and went out of their way to get it installed quickly and properly.

Very good work with a professional service tech. Diagnosed the issue and repaired it as an extension of a recent service I had done on the system. They are not the least expensive for maintenance parts. But they do good work.

My large water softener was not using salt, and I had a small leak in reverse osmosis system under the kitchen sink, so I called Dupure for service. The serviceman ("O.B.") showed up on schedule. 1. Water softener: he said that the main valve was "bad", and the resin was also "bad". He said I was fortunate that the water "didn't back up into the house". 2. Reverse osmosis system, he said that they don't service leaky filters. I pointed out to him that it was just a fitting that was leaking, not any filters (shouldn't he be fairly proficient at finding leaks???) . When I pointed out it was just a fitting, he had another look and then said that they don't repair those types of fittings. His estimate was something like $1300 to replace the softener main valve and replace resin , but he could barely get the words out before he started trying to talk me out of repairing anything and instead convince me to buy both a new water softener and a new reverse osmosis system for $4500. He talked so fast and technical, and seemed so insistent that I needed to replace both systems, that I immediately became suspicious. So I told him to do nothing and paid the $189 for the service call. I called another company (top-rated on Angie's list!). This repairman said that JUST A SMALL TUBE WAS BLOCKED. He cleared out the tube, cleaned up some other parts, AND FIXED THE LEAK IN THE OTHER SYSTEM. Both systems are working properly again. The total tab: $79 !!!! This is not a one-off story. After telling this story to a few people who dealt with them (and one former employee) , I have come to find out that this is the standard business model for DuPure: sell new systems, whether needed or not. I saved at least $1000 on repairs, or, worse yet, more than $4000 if I had bought his story that I needed new systems!

Our builder, Newmark Homes, included an extra sink faucet for filtered water. The builder sales representative told us they do not install the filters before the homeowner takes possession because of the risk of theft of the filter. This seemed odd, because of all the valuable fixtures in a new home they are concerned about a filter? I suspect they get some form of back-end payment in this scam. So my wife tried to schedule a time to get the filter installed. They essentially refused to do it without both homeowners present but as an added bonus they would upgrade us from the base filter to their mid-range model. This was a complete lie. I later saw pictures of the mid-level filter and the filter receiver installed by the builder would have to be completely replaced. The sales rep only showed up with the basic filter. He was a nice guy but it was a high pressure sales tactic to get us to buy a whole house filter system for $5,000. They perform some "tests" to show there is minerals, chlorine and other nasty stuff in your water. As another person said on here, there is no data. Who knows how powerful the reactive agents are. The demo filter he used (about a quart sized container with yellow substance and half full of charcoal) was not the same as their proprietary crystals they use in the home. Once the salesman believed I was interested, I asked him to test the water from our refrigerator with a fairly new filter. On the sediment test, it failed as bad as the tap water. So I was very suspect. The salesman had only been with the company 3 weeks. He said he was a physical trainer and worked for the company because he believed in their products. The builder did not run the plumbing the normal way. So a non-plumber spliced a line and ran a splitter to the filter intake. It took him 20 minutes. We are going to require our homebuilder to have an actual plumber check it out as I have concerns one day it will start leaking from the wall and flood our kitchen. There was no reason we both had to listen to his sales pitch. Clearly they do not want "the wife" buying into the sales pitch only to have the husband come home and check reliable sources like Angie's List. I actually threw out that we would consider their system at half his list prices. When he said if we paid cash he could probably get his manager to accept it, I knew something was strange and told him we wanted to research this system. I cannot comment on how well their whole house system works. But I can say it is overpriced based on my research, that we were lied to by the company because we did not receive an upgraded water filter and I have serious doubts about the quality of work a non-licensed, non-plumber has done under my sink. I had a friend who took a job during is college summer selling door-to-door vacuum cleaners. Same exact method of getting in the home, showing a demonstration without data, then putting pressure on the buyer to purchase the product. I don't care if DuPure makes good products. Their business practices are unethical. Do not do business with this company.

The provider failed to come on the arranged date, called too late and arrived late on the second one. Installed the water filter for the kitchen at no cost (arrengement with builder), but the objective of the visit was to sell a water softener system for the whole house. The guy was very nice, but over estimated the water hardness, with no quantitative measurements (only qualitative demonstrations), enough to convince my wife of the necessity of a water softener in an actually moderate hardness environment (found out later on). Signed in for an expensive solution and no mention of how salty the water wil be after installing the system. Read bad reviews and backed up after signing, the guy was very understanding and ignored the signed contract, said he didn't want to sell me the system if I wasn't totally happy with the decision. So that's a very good point for them, they don't want to take your many at any price. But my wife is now convinced we need a water softener and there's probably no way back from there.

The installation was completed in a few hours. Once the installation was completed the installers showed us how the system worked and cleaned up after themselves. There was 1 issue. The installers cut our internet connection. However Dupure took care of the repair.

We ended up getting Dupures information thru our home builder and so we didnt get any other bids and just went along with what we were told by them and didnt even negotiate on the price. They seemed like a big company and the salesman was AWESOME in selling us this garbage. Dont get me wront the water is definitely soft but ever since we moved into the home we have had a pink ring in all our toilets form within a day or two of cleaning it so Iam constantly cleaning them. There is mold in all our bathrooms at the shower edges (we were told this is friendly bacteria by dupure when we complained) so we just kept bleaching the h*** out of it and re caulking it twice a year. Well last year when a friend built a home and used a different company they told us how they dont have any of these issues. There was very little response from Dupure each time wed call them - and then they said our media sheild was broken so we paid a trip fee and got it changed and each year did this and still didnt work. Anyway we are moving now and looking for a new company to go with - definitely not dupure - just wanted to save others from this same headache we had to deal with. Just joined Angies List so can check out reviews from other softener companies in Houston, so wanted to share our experience.

Dupure install softener system at my house in 2006, through a deal with the builder. The powerhead went out, so I called them to see if they would replace. They quoted me $599 for the part, and $139.95 for the installation. When I advised that it sold for $350 on the internet (which is true, Fleck 7000), they lowered the price of the part to $500. I said ok because I didn't want to take a chance of trying to install it myself. They came out today, and then saw that other parts on my softener were bad. Quoted $2K and up for a new softener. I told them I'd think about it. Problem is they still charged me the $139.95 install fee when their guy was there about 10 minutes and didn't install anything. I asked if they would agree to reduce the charge, and they said no, that was their "trip fee". I feel that is highly exorbitant, especially when I have used their services before and they made a lot of money installing a system that only lasted a little over seven years. Would not use again.

They had to select the best location, install pipes to connect to the system and then complete the install. Everything went smoothly. there were no complications and the work was completed in about 2 hours.The technicians were professional and provided advice and recommendations on how best to use the water system. The day of the installation, the technicians recommended an alternate location for the installation to be in the garage rather than outside where the sales person suggested the system be installed. We have had the system for a few months and have had no issues or problems.

. We did not do our homework and are paying for it now. We actually love the system! The water tastes great. The only problem we have had was when we went to order a new set of three filters. We called the ordering number, When the rep told me they would be $258, I about choked, she let me know that included shipping, not exactly comforting. Anyway, we decided to look else where for alternative avenues to order filters. Dupure has done a great job of creating a monopoly for themselves! I have been researching for weeks and purchased some omnipure filters with adapters for the Dupure system, we don't know if it will work yet. We also felt that their company was very high pressure, they were calling constantly from four months on saying we needed to replace our filters, I see why now. We are just beginning our third year with the original filters, (we are only here part time so we don't use as much water). Surprising the water still tastes great, so they do last a long tine, much longer than they claim.. They want you to replace them three times a year to a tune of about $780 per year for filters, I don't think so. I have had triple RO systems just as good, the filters were expensive, but under $100 for all three, no shipping, purchased locally. I would highly recommend the company, if they didn't totally rip you off with the cost of replacement filters. Very deceptive marketing practices

High pressure sales for very expensive item.

Salesman, installers and follow-up persons were professional, pleasant and prompt

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I found Aqua Systems through my mom's membership on Angie's list. I called several of the companies listed to see about getting prices for having a softner system installed in my house. When I called Aqua Systems I got a voicemail for Richard De Young. He called me back in less than 5 minutes. Richard sent me an email with all of his product information to look over prior to him setting up a meeting time with me. I was shocked to see the prices he had listed! My neighbor had a system put in last summer by one of the "bigger named companies" and he paid more than double for the same thing I bought. I decided to have Richard come to my home and test my water and go over my specific needs. He showed up on time and had even called me about 30 minutes prior to let me know he was getting close.

The salesman was very nice, however his tests did not match our independent tests on water hardness.

First meeting had to be rescheduled, they were running late at another customer's location. They did arrive on time with the second scheduled meeting. Performed a thorough examination of my water and explained what problems my water has. They offered several costly solutions to soften and filter my water for the whole house. I did feel they were trying to pressure me into purchasing their system with the ole "my manager okayed that we will take off additional $500 if you act now" gimmick. Thankfully I did not "act now" and received quote from another company, which saved me $2000.00 to get the same result. I'm sure Dupure has an excellent product, but I feel they are way over priced for what their competition is offering. BTW: I did get an under the sink water filter, which was provided by my home builder. I recently learned that Dupure's under sink filter is proprietary and cost around $50 to replace.

Our latest experience: Our reverse osmosis tank went out again, called to confirm instructions on filling with air, we were told we needed a new tank. Ordered the tank and were told we would have it in two days. We would have to fill with air and install ourselves. After three days, we called, the tank was not in stock but no one bothered to call us and report. They were expecting delivery in a week. They offered a smaller tank. We ordered the small.

The company is very professional and attentive. While the original installation was not 100% perfect (I'm OK with that), they did not stop until I was completely satisfied. Additionally, I found their sales method to be the most honest of all of the companies that I interviewed. I interviewed three other companies, and they were all the same. The other companies started out at about $5,500 to $6,500 and ended up at about $3,000 to $3,500. DuPure was different. They stated their price and only gave me a MINOR discount for cash. Also, the salesperson (Wes) was very professional. He explained why his system was better, without trashing the other companies. (I couldn't say that for the other companies.)