ComplaintsforNuvoH2O

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** CLAIMS TO HAVE LIFE TIME WARRANTY. The water softener was installed professionally. It does not produce soft water, The water produced is full of lime and where ever water sprays leaves a residue. The water is not consumable in terms of drinking or cooking. We contacted the customer support about 6 times. They indicated that it is my responsibility to prove the softener is not working by providing water analysis at source and after the process, I produce the analysis by City of Ozark water analysis. Apparently it is not good enough for NUVO. I had sent emails with serial number and date of purchase, analysis of water by the city. The customer support staff is purposefully vague and do not appear to commit to any thing. They were requested to send me in writing what I need to do in terms of fixing the problem but no response.The water softener has rendered the place UNINHABITABLE because of the quality of water. Not taking any responsibility is not acceptable for a water softening company.

  Business response

  11/03/2022

  We apologize the customer did not receive the email with instructions that was sent to him. Due to a language barrier with the customer, there was a typo in the email address that resulted in the customer not receiving our email. We have reached back out to this customer to troubleshoot the issues and continue to help resolve the problems they are experiencing. It is our understanding this customer did not purchase the system themselves, but moved into a home that already had the system. Because NuvoH2O products soften water very differently that traditional softening systems, there is likely a lot of education that needs to take place for the customer to understand how this product works and what is and is not intended to do. 

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought Nuvo Manor System online from Lowes 05/23/22. Serial# ***********. Posted concern on NUVO customer support 8/8/22 detailing purchase, lab results prior to purchase, and on well water. Liked unit initially. Told them after 1st month all toilets have yellow/grey discoloration. Very difficult to clean. Went from cleaning hard water scale ring every 2 weeks to ugly stain and more frequent/difficult cleaning. Also brownish red ring in tea kettle when cleaned with vinegar. Looked online and saw similar BBB complaint that was resolved and mentioned that. Attached photo of stained toilet bowl. Nuvo responded by asking if we are on well water even though we already said that. Then got canned response with several questions, including ph, which we had already told them. They asked about a prefilter. We responded to questions in detail that day, 8/09/22. They simply repeated the initial canned response again. We responded that day telling them that is exactly what they already said and we said to go back and read everything from the beginning plus original info on website.Asked for 1 person to deal with this and said may be time to contact BBB. Then, thinking that maybe detailed 8/09/22 response was not received, we repeated the info/lab results they requested. They then barely tweaked the canned response and asked for the same info AGAIN.We responded: Are you saying we should have these tested AGAIN? I gave you the exact results of those tests already. And as stated before we have a filter in-line already. They replied 8/19/22 asking to resend photo of the labs. We replied that we sent no photo. Requested labs are in the email body. We searched sent emails today and found 8/09/22 email that had disappeared. It was actually sent. This is ridiculous. Took a month to get plumber in to install it, so time to evaluate unit was short. Nearing end of the 90 day period. Feels like a ploy to drag the issue beyond the date. Fortunately we have all communication in writing.

  Business response

  09/02/2022

  We are currently in contact with this customer discussing troubleshooting and working to determine whether the customer should continue using the product. 

  Customer response

  09/04/2022

   
  Complaint: 17743531
  
  I am rejecting this response because:We are still attempting to determine what steps to take. We are submitting a new water sample to an independent lab. 
  
  Sincerely,
  
  *******************

  Business response

  09/13/2022

  We have no further updates to provide on this case at this time. We have recommended that the customer discontinue use of our product as it may not be safe for use with their water chemistry. They have stated that they are submitting a water sample to an independent lab and if we are provided with those results, we can further evaluate the situation. However, we have recommended that the customer return the product for a refund and discontinue use.

• Initial Complaint

  03/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  FALSE ADVERTISING & WILL NOT HONOR 90-DAY MONEY BACK GUARANTEE The Product Description states that the system makes minerals INCAPABLE of sticking to pipes and surfaces... it says scale CAN'T accumulate on surfaces, in pipes or water-based appliances. This could not be more inaccurate and the system has not met any expectations and customer service has been awful in remedying the issue. ****** offered to charge me shipping to return the faulty/defective system while they falsely advertised a "90-day MONEY BACK GUARANTEE" that they won't honor. They cite another page on their website with ambiguous working regarding a prepaid shipping label not clarifying who prepays for the label while placing that responsibility on the customer. I informed them of their misleading verbiage on their website and they have acknowledged that it needs to be changed to be more clear. I have checked their website after several weeks and there has been significant changes to their website while non of the inaccurate and overpromising verbiage has been amended.

  Business response

  03/15/2022

  We are sorry that this customer was not satisfied with their purchase and did not allow more time to see its benefits. However, as noted, customers can return their purchase for a full refund within 90 days of the initial purchase. The return of the product is the customer's responsibility and they will receive a full refund. As a courtesy, we do offer to provide customers with a prepaid *** shipping label to send the product back. If they choose to accept a prepaid label from us, the cost of that return is deducted from the customer's refund as the return of the product is their responsibility. This is noted on both the Returns & Warranties page and the Policies page on our website. 

   

  The NuvoH2O system softens water very differently than a traditional ion exchange softening system. The NuvoH2O system retains the healthy hard minerals in your water. Rather than removing and replacing hard water minerals (mostly Calcium and Magnesium) with sodium or potassium like old-fashion softeners do. It will also remove existing scale buildup that already exists inside pipes, appliances, and fixtures due to a previous faulty water softener or the absence of one at all. As this process is very different, there are parameters in which the system will function properly based on the pH and Hardness of the water. The system softens water by reducing the pH of your homes water, bringing it closer to 7.0 or neutral and chelating the minerals with the CitraCharge formula converting them from Carbonate (hard) minerals to Citrate (soft) minerals. At this point, scale cant accumulate on surfaces, in pipes, or water-based appliances. As the minerals are left in the water, if that water is left to evaporate, the Citrate or soft form of those minerals will be left behind but easier to clean than the hard form of those minerals. If the customer's pH or Hardness are not within the operating parameters, it will have a very difficult time getting the water close to a neutral pH which will not allow the system to work to satisfaction. In addition, because the system is also removing existing scale buildup from within the home, it can take a few weeks to a couple of months for the pipes to be cleaned and the system to stabilize. This is one of the main reasons we offer a 90-Day Money Back Guarantee, to allow customers plenty of time for the system to stabilize and work to satisfaction before making their decision to keep or return it. In this particular case, the customer use the system for less than two weeks prior to requesting a return. 

   

  Within the working parameters, which are stated on the website, and allowing the system enough time to work properly, all of the statements on the website and in product descriptions are scientifically accurate. 

• Initial Complaint

  08/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am on an auto-ship program for the water filters. The last one was supposed to be delivered on July 13th but has not. I called and was told that if was being held at the Twin Lakes post office (this filter is for my second home in Twin Lakes, CO). There is NO post office in Twin Lakes, only a small, seasonal general store. The staff insists that the parcel is at this place, I asked to speak to a supervisor/manager but was told they were not working that day, they are in a meeting etc. Staff has beed rude and one of them hang up. Staff also told me to call USPS myself and try to find out where the parcel they sent was;; I believe this is unreasonable since I already paid for the product, they mail it and USPS only talks to the sender, not the receiver. After I complained about this over several calls I was told they would call USPS and call me back. This was a week ago, I received no call back. I called today, I received the same info from the staff and manager not available.

  Business response

  08/20/2021

  A replacement cartridge was already processed and shipped for this issue on 8/12/21. Tracking shows it has been delivered as of Monday, August 16 at 2:26 P.M. at Front Door.

  Customer response

  08/20/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I hope that going further there will be resolution of any issues without need for repeated phone calls or filing complaints.
  
  Sincerely,
  ****** **************
  

• Initial Complaint

  06/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About the system after we had a hurricane which was Hurricane Harvey. We had a winter freeze happen in Texas nowhere in the man you told us that this was free when I call to tell them that the freeze has damaged the system they told me that they didn't have a replacement because of the freeze. Then they told me they don't have the same system that I have and that I have to repurchase a whole new system and this was done a little bit previous to the freeze. This means that we will have to pay someone to come out and redo the whole setup that's on our house and also buy a whole nother set for the water softener so you are looking at more than another thousand dollars to get this replaced I don't think that's right for them to do customers like that and it should have been stated in the manual about fries I think they should take some responsibility for that they were trying to give us like a 30% off just stuff the set for the water softener not paying for the insulator to come out and replace the whole set up because it's completely different than what we have now I think they getting over on customers and making edit the money off customers who went through the winter freeze

  Business response

  06/22/2021

  We are sorry this customer is not satisfied with the generous offer that was made to her to replace the system that was damaged by the Texas freeze. While NuvoH2O offers a limited 5-year warranty for manufacturer defects, damage caused by accident, abuse, misuse, UV damage, freezing, fire, or improper installation is not covered by the warranty.
  
  While this damage is not covered under the warranty, we understand this was an extreme and unfortunate event for many of our customers and have chosen to offer significant discounts to replace their systems. We have offered this customer a very substantial discount and are willing to honor that offer for another 30 days.

• Initial Complaint

  06/05/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When talking to the sales department at diff. time and with diff, rep. I found them to very rude not helpful not willing to give the info. I needed. When I ask to speak with another rep. who's name I had on one of my invoice I was put on hold for 56 mins. then I was was hung up on ( to me I think that rep. had no intentions of getting in touch with anyone ) and before I talked to that rep. I had to listen to your are the next inline for 23 mins. when I called back the hold was much greater and I left my phone # to get a call back which I have done twice and no call back I also ask to speak with a supervisor also no call back. Now I want a call from someone in upper management / CEO or the VP. I think this is the only way I can get the help I need Not C.S.

  Business response

  06/08/2021

  This customer has continued to contact our offices, as well as those of our third party sales partners, over the course of the last two years and has treated every person she has spoken to with extreme disrespect, while making multiple false claims and refusing the pay regular price for the products she needs. The customer is welcome to order the products she needs from our website or through any of our third party retail partners. We have no further response to this customer.

• Initial Complaint

  05/26/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have been trying to find out the status of my order. Order #***** - Replacement Cartridge for my Home System Water Softner I have been charged for it $84.32. I have tried calling them ###-###-####. I press the number they say to press to find out about my order and I get dead air. I wait and wait no one ever answers. I ended up pressing another number and got their Sales Department. He said he could not help me, but he would let their technical people that there is something with the phone. The confirmation email that I received on the order gives you the option to find out about the status of my order. I have sent two messages asking for the status of my order. Today was the the second email I sent. I provided the order number. My order was placed May 14. All I want to know is where is my Replacement Cartridge. I have to find another place to get these Cartridges. If they are not going to send the Cartridge. I want my money back!!

  Business response

  05/28/2021

  We have been in contact with the customer and have shipped a replacement for the lost package. It is currently scheduled for delivery by the end of the day today. 

  Customer response

  05/29/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ***** ********
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩