Business ProfileforEasyWater

About one year ago I purchased water filtration equipment from Easy Water. ******************* was my sales person. The system has had problems from the start. It was difficult to install and therefore took many labor hours and was expensive (costing me $3,597.69) and keep set correctly, even by a quite experienced plumber. I have spent exorbitant amounts of of time and money in labor costs in trying to get the Iron Shield *** (including the hydrogen peroxide injection system), UV light, and water softener to work.

At this time, my local (trustworthy and skilled) plumber has told me that the Iron Shield is doing nothing, as evidenced by the fact that the water coming out of it is very high in iron. Every time I have called the plumbers, it has been because my water is brown. The machine is not doing it's job. I emailed Easy Water a photo of the iron rich water, and offered to ship them the water sample. They declined, due to the high iron content being obvious from the photo alone.

Yesterday,I sent an unfiltered water sample to Easy Water. That particular sample appears much clearer than the one ***************** took and tested at 4.5 ppm a week ago.***** can change from day to day.

According to *****************, the Water Softener is doing some filtration, but it is on it's way out, because it has been filtering out all the iron, which is what the hydrogen peroxide injection and Iron Shield are supposed to be doing. So the Water Softener needs to be replaced.

The reverse osmosis system that I purchased from Easy Water is also working way harder than it is supposed to, since the upstream filtration is not working,which means that it may fail, and definitely will need new filters way sooner than expected.

There were numerous emails between me, ******************* at Easy Water, and *******************, the plumber who installed the system. Those emails  could potentially be reviewed to see what has been tried. At one point, it seemed like the Iron Shield was not holding its settings, so a new motherboard was sent to me. But then the settings seemed to hold, so the new motherboard was not installed.

The hydrogen peroxide injection is making a noise that makes it seem like it is working, and it looks like it is doing something, but there is slime in my toilet tank, which I am told is indicative of iron eating bacteria. ******************* had originally told me that I would only need to refill the hydrogen peroxide once a year, so I was not concerned when it did not seem like the levels on the hydrogen peroxide tank were going down. But recently, ***** at Easy Water told me that I should be using a gallon a month. In which case I should have run out many months ago. I am seeking clarity from the company on this, and have left two voice mails and emails regarding this. It makes sense to me that the hydrogen peroxide injection is not working properly, therefore the Iron Shield tank and water softener are fouled, as the bacteria is not being killed. This is a manufacturer defect that I believe has been there from teh start.

My current plumber, *****************, has stated that they will not work on my current filtration system anymore. ********************;states that the equipment will not handle the level of iron in my water. I live in a small town, and there are no local plumbers here who work with Easy Water equipment. Easy Water offered to send one of their techs, at my expense, but I cannot afford to fly in plumbers. I need to replace the equipment with a system that works, and that if anything happens, a local plumber can fix. I cannot continue to ruin my belongings (clothing, linens), plumbing, and plumbing fixtures (including a brand new hot water heater and toilet, installed right after the filtration equipment was installed), with water filtration that does not work.

I am requesting a full refund of the equipment that I purchased, and the labor costs to install and maintain the equipment over the past year.
The warranty should still be in effect, and equipment like this should last for at least 10 years.
I have spoken on the phone with ****** and ***** at Easy Water over the past week to explain the situation. So far the only thing offered was a replacement Iron Shield tank. This is not a solution to my problem, although it is a very tiny start. It has been disheartening to find that the company cannot tell me what has gone wrong. Thorough water testing results were submitted in order to guide the choosing and purchase of this particular equipment, and I was assured that it would do the job.
I was also given a very weak excuse that the problem was due my having had a few power outages. The system is on a surge protector, and I was never told that the equipment would fail if a short power outage occurred, nor do I see any reason why this would be so. According to the manual, if there is a power outage, all that is needed is to reset the time. My plumber and I worked with ******************* at Easy Water after the outages, to reset the system so that it would backwash and regeneration the correct schedule. I see this as an excuse as unwillingness to take responsibility for the fact that the equipment failed.

The cost for the equipment was $6905.17.
The initial install cost was $3597.69. That does not include many return trips by plumbers ******************* and ***************** to try and fix the failing equipment.

Short of that, I would request that Easy Water replace all my equipment and pay for the install. There is no reason that this equipment should not have lasted 10 years with no glitches.
Earlier this week, I sent an email letting Easy Water know that if by the end of the week I had not been given a refund, I would be contacting BBB for help resolving this issue. Since I have not received a response that they are going to do the right thing and stand behind their products, I am reaching out for help with this matter.

Short of that, I would request that Easy Water replace all my equipment and pay for the install. There is no reason that this equipment should not have lasted 10 years with no glitches.

addendum
At this time, Easy Water has verbally offered to only replace the Iron Shield and Water Softener tanks. THat is not a sufficient solution.
Unfortunately,Easy Water is not answering their phone. They have claimed in the past that they were for some reason unable to reach me by phone, though my landline is working as it should. 

Here is the email that I sent to Easy Water this morning:
I may have found a local plumber who is willing to work with Easy Water equipment, though their confidence level is low, since the equipment did not last a year. However, they find it unreasonable to replace only the tanks for two reasons. Firstly, it is unlikely that the tanks were the cause of the problem. The heads were the most likely source of the malfunction, and will continue to malfunction if not replaced. Those should be covered under the warranty. Secondly, the labor costs for replacing only the tanks is significantly higher. Please kindly respond to these concerns.
Also,I would like confirmation that you received the most recent water sample that I provided to you, and could you please share your findings with me? As previously mentioned, and as you know from teh photo that I sent, this sample was significantly clearer than the one taken by ***************** the previous week.
I also would still appreciate an email detailing how you currently would like me to set the hydrogen peroxide injection. ******************* he thought that I should go back to the original factory recommended dosing, however there were other instructions beyond that mentioned on the phone, and since they were rather elaborate, I was told an email could be sent so that a handyman or plumber could follow the instructions.

Sincerely


Thank you very much for your kind consideration of this matter. I really hope that BBB can help me find resolution.