Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/12/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The item was purchased less than 2 years ago. (March 2021) on a loan less than 8,000$. The company does not honor warranties. The item has broken or stopped working completely twice. They are not returning phone calls to schedule servicing or have not appeared to service although scheduled. They are very difficult to contact which is suspicious. We were promised items of services in person with word of mouth. When questioning technicians the excuse was that the sales representative or manager no longer work for the company. Very deceptive practices. I havent received any update in a week as to why the scheduled tech never came and I cant get ahold of anyone since then.

  

  Business Response

  Date: 04/21/2025

  Thank you for reaching out to Nuvia on behalf of our client ******** ****, customer complaint #********. 1st, ********************** would like to apologize for failing to respond and escalating this concern. Our records do indicate that our customer was experiencing issues with their Nuvia drinking system and I am happy to report that in Jan 2025 the issues experienced have been corrected.

• Initial Complaint

  Date:10/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have purchase a water softener from the Nuvia Water Technology about 4 years ago. Since August, once a week the water regenerates and leaves a strong salty water in our drinking water and our ice cubes. I have tried to contact the company many times. When I finally reached out to someone, he said he would call me the next day and since Friday no one called and now no one answers. Even though our contract is still under warranty, the gentleman I talked to was trying to find any ways to have us pay something, so the part that needs to be changed seems to be counted in the warranty but not the visit. So Nuvia Water Technology doesnt follow up with customers after purchase and doesnt honor customers warranty. We would love some help having someone from the company come and change the part.Thank you very much for your attention to our situation.

  

  Business Response

  Date: 10/25/2024

  Thank you for contacting me on behalf of our customer. The expense our customer is referring to is our $120 charge which is applied after the 1st year of service. The system purchased is 100% under warranty, which covers, the valves, electronics and structure of the system. The $120 covers the trip, parts and labor and does not exceed that amount, and can cover the replacement of the system as a whole if needed. Unfortunately our team did not catch that she is a within the 1st year and that charge should have not been mentioned. As of now, we have address and fixed her concern. Thank you once again.  

   

  *** ****

  Sales Director 

  ************

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 08/28/2024, I received a mail final notice stating that I had a parcel to be picked up. I called the number provided, and the representative informed me that I would be receiving a gift card and that a company representative would test my water for free. On Thursdays 08/29/2024], a salesperson (Name: **** ****) from Nuvia Water *************** came to my home and tested my water, claiming it was of poor quality.The salesperson strongly emphasized that we needed a water filtration system to improve the water quality and offered to install a reverse osmosis water system for $2,000. He also mentioned that for clean water throughout the house, the total cost would be $7,000-$9,000. In addition, he stated that we would receive monthly deliveries of household items (laundry, dish, body soap) as part of the package.The salesperson told us we would pay a maximum of $134 per month and if our credit score was great, the payments could be even lower. He categorically stated that we would not be charged any interest or hidden fees and that this amount was all-inclusive. He was persistent and used scare tactics regarding the water quality, which pressured us into agreeing to the installation since he met us leaving the house and we were in a hurry.On Saturdays 08/31/2024 , the technician (******) came and installed the system. However, on Tuesday evening hours 09/03/2024 (a day after Labor-Day holiday), I received an electronic contract for signature. While reviewing the contract on Wednesday 09/04/2024 (because of my busy schedule), I noticed several terms that were never disclosed during the sales conversation, including:A *****% APR.A repayment term of 180 months (15 years).No mention of the salespersons claim of a $134 maximum payment without interest or hidden fees. These terms were never communicated by the salesperson, and I believe this is a deceptive sales practice. The contract terms are significantly different from what was verbally agreed upon.

  

  Business Response

  Date: 09/20/2024

  complaint resolved internally by the Company owner and customer. We are happy to keep Mr **** as a customer 

• Initial Complaint

  Date:08/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Were over six months in my kitchen under the floor water was coming up after demoing everything its the Nuvia system box is leaking in between the filtered and the connection you cant see it but it leaking when you took it off. Its been over a month. I cant get a hold of them, and when I do, theyre supervisors always in the meeting. They sent me a text to call and resolve the problem. I have called for over a month. No one is responding. I have the saltwater system constantly running. I have no water pressure due to that and my kitchen and my floor and cabinets are totally damaged.

  

  Business Response

  Date: 09/03/2024

  Thank you for contacting us on behalf of our customer. *************** was contacted by our Customer Mgr ****** on August 9th and He was made aware that we are not taking responsibility for any leak liability due to him not keeping up with his annual services regularly which caused his system to fall out of warranty. He purchase his system in 2013 and has had only 3 services since purchasing. When we went back on 5/17/23 he already had water damage under the sink that was noted due to lack of service and possible tampering. Attached is a picture of the system and the condition we found it in when we were there on 5/17/23. 

  Our Customer Manager did offer a replacement system as a good faith gesture to our customer. 

   

  ****************;

   

   

   

  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/22/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 11, 2023, I signed a revolving credit agreement with Nuvia Water Technologies, Inc. for a water treatment system. However, the company failed to retrieve the signed financing agreement in a timely manner. Despite my attempts to resolve the issue by offering to have someone collect the signed papers on November 9, 2023, or to send them digitally, there was no follow-up from the company.In May 2023, I lodged a formal complaint with the head office regarding the unprofessional behavior of the sales representative, ******. When I spoke to a representative at the head office, he questioned my concerns by stating that ****** was one of their best representatives. I informed him that I did not trust giving ****** further information and no longer wanted ****** at my home. This led to difficulties as the company failed to provide an alternative representative to collect the paperwork.On July 1, 2024, I spoke with a company representative, ***, who offered two options: to pay a reduced amount or try for financing again. During this call, *** mentioned that the finance terms had expired. I instructed him to proceed with running my credit, and he promised to call back. I did not receive a follow-up call from him, and there was no discussion about me making any payments directly.Instead of resolving the issue, I received a letter from a lawyer threatening legal action against me. This escalation could have been avoided with proper communication and due diligence on the company's part. Following this, I received an email from Nuvia Water Technologies falsely stating that I agreed to pay the full amount of $8,500 directly. After responding back to this deceptive email, I received a notification from my credit monitoring service that my credit was run the same day.The company has engaged in deceptive business practices and misrepresentation, which have caused significant stress and inconvenience.

  

  Business Response

  Date: 09/05/2024

  Thank you for contacting us on behalf of our mutual customer. We have read the compliant provided by *****************************, and it is unfortunate that this issue has escalated to where it is now. Nuvia has had discussion in the past with ************** as she noted in the complaint. We did speak of alternative methods of completed her file, including sending it via *** with a return label which was never returned despite our numerous attempts to contact her. The reason for the escalation and many of the issue detailed in this complaint are due to lack of communication by **************. She is extremely hard to get ahold of. We have numerous notes detailed in our file that we have reached out to ************** and she simply does not return our calls. Yesterday for example, the Founder of our company called ************** to create a resolution for her and he has yet to get a return call from her. I urge her to listen to the last VM received and call our Founder back for a resolution to her account. ********************** would like to work with ************** and make her a happy customer once again, but it will take some effort on her part as well. 

   

  *************** - National Sales Director 

   

• Initial Complaint

  Date:07/19/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Like a couple of other complaints, I never received the gift card that was promised. I also have not received any of the products that i was promised would be delivered in 30 days. The company had no problem calling me make sure they got their proper payment but now no matter the time of day I never get through to anyone. They initially didn't set up properly and had to come back out. The false rock that goes over it took longer for them to bring and now I still don't have the products that I was promised

  

  Business Response

  Date: 07/25/2024

  Thank you for reaching out to us on behalf of our customer. I have spoken to ******************, and assured him that his 2 concerns would be handled immediately. On 7/25 he should have received an email from Tango (the website that host our gift card distribution) in the amount of $50. Also his soap was ordered today and should arrive in 7 to 10 business days. I did apologize to ***************** for the delay, our customer should have received both as promised much quicker. Thank you for assisting us in creating a resolution for our customer. 

   

  *************** - National Sales Director

   

• Initial Complaint

  Date:03/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fall of 2020 I purchased a water softener system from Nuvia for about $7,000 (financed) and i had mentioned to the salesperson that i would be moving in a couple years and asked if they'd move it for free. He replied, "yes, when you move in the next couple years we will relocate the system free of charge." Fast forward a couple years and i am having the system moved to my new house. i had called and they informed me that it was going to be $950 to move the system. i told them about the agreement and Nuvia said "it isn't in your contract to move for free." And then they told me that the salesperson still works for Nuvia and that they'd have him call me. He never called, and according to them i have no choice but to pay the $950 relocation fee if i wanted my system moved. So I had no choice as i wouldn't have access to the old house for much longer.

  

  Business Response

  Date: 03/21/2024

  Thank you for reaching out to Nuvia on behalf of our client. I have reviewed the complaint and ordered up the customer original documents to see if there is anything indicating any free services, as well as speaking to the sale rep that assisted **************** on his purchase. 1st, it is important to note that when a customer purchases the ********************** product, Nuvia does cover all installation cost and is absorbed as the cost of doing business. After that the customer can move the system to a new home, but that cost would be on the customer. On occasion we have authorized a relocating for systems, but the additional cost is added to the overall cost and indicated on the work order. In this case when I reviewed the work order for ***************, that was not the case, and I found not notes that a free removal and reinstallation was offered. Lastly, on 3/12/24 I reached out to the rep that sold the filtration system to ****************, and requested that he call him and discuss the matter, as it is often a simple misunderstanding. On 3/13, my sales rep reported to me that he did call *************** and left him a detailed message with a request for a return call, which *************** never responded by to him. This misunderstanding is unfortunate and we would hate for our customer to have a bad impression of our company when he has the industries finest and highest quality system. 

   

  ****************;

  Sales Director 

  Customer Answer

  Date: 03/21/2024

   I am rejecting this response because: 
  I understand that i didn't receive it in writing saying that you would move the system for free. But I knew i would be moving shortly and asked if i am going to spend thousands of dollars on a water system will you guys move it when i do move and the response was "yes, we will move it free of charge." i guess i should have read the fine print. 
  You guys did send me an invoice for moving the system. I will pay it even though it was not agreed upon. But while moving the system from Redlands, Nuvia flooded the kitchen in Redlands by leaving a hole in the pipe under the sink. I spoke with their technician and have not heard a word from the company. The only reason that i was able to get a response from the salesman regarding the first issue is because i filed a complaint. Because i waited months to get in touch with them. i am now out of pocket on moving the system, and also a plumber that had to come and fix the flooded sink/kitchen because their tech decided to remove the system and leave a hole in the piping. 
  I attached the invoice from Pride Plumbing that i had to pay because of Nuvia's negligence when moving the system. That also doesn't include any damaged cabinets and flooring. 
  
  
  

  

  Business Response

  Date: 03/25/2024

  Good afternoon, I did look in to the situation being described by our customer. Yes our customer did pay his invoice today for the removal, however we have not heard or have been in report of any damage that occurred when removing the system. Nuvia will act responsibly and I would request you contact the customer service team if repairs are need to be done or damage has occured. 

  Customer Answer

  Date: 03/25/2024

   I am rejecting this response because:
  
  I had talked to the technician and he said that he spoke with the office and that Id hear from them. Which I havent. Same way I didnt hear from the salesmen (waited months) until I filed a complaint. So instead of being out of pocket $0 to move the system, I paid Nuvia $950 to move it, and then a plumber $975 to fix the leak under the sink that Nuvia had left. 

• Initial Complaint

  Date:02/27/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *********************** was offering Nuvia water filtration system for my new home purchase. He had told me that the documents that I was signing was not binding and can be cancelled at any time. He also failed to inform me that what I was signing up for was going to be financed and would charge me interest. I later got quotes from other Water Companies and called to cancel with him. He did not inform his time and the technician later called me to install the new water system. The new water system was not installed but a finance account was later opened under my credit and name. Despite multiple employees telling me that this was resolved, the issue is not resolved.

  

  Business Response

  Date: 03/04/2024

  Thank you for reaching our to Nuvia regarding our customer ***********************. We have been in contact ***** and her purchase was cancelled and no account is currently open in her name from Nuvia Water. It is important to note that ***** did agree to purchase our systems on 2/20/24. ***** did sign a completed work order in which she was given a copy and also signed a completed finance application which does indicate that it will be used to acquire financing from a 3rd party financial institution. Like any new purchase, we follow **************** law which gives the customer a 3 day right of rescission, in which ***** did in fact exercise, and by law, we will not hold ***** liable for her purchase. Now since she did authorise us to obtain finance approve, **************** did in fact obtain an approval with one our banks, but as indicated has since been cancelled. Nuvia has acted in good faith with our customer and has cancelled business and services with *****,as she requested. We do hope she receives excellent service from the company she eventually choose to work with.  Please feel free to contact me if you have any further questions, 

   

  ***************- National Sales Director

  ************

  Customer Answer

  Date: 03/04/2024

   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.

  However, I do hope that they review the case with ***********************. This employee did not follow the company rules that was reiterated in the detailed response to the Better Business Bureau. All members and employees of the company should follow such rules. The response and help from the rest of the team was very professional but it was still a very messy and disorganized resolution with a lot of unnecessary stress to the customer.

  Thank you.

• Initial Complaint

  Date:10/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We got a card in the mail stating "Notice of Parcel on Hold" It also said it was a "FINAL NOTICE" with the envelope box checked asking us to call a number for delivery options. When we called it was a sales pitch for a water filtration system and promised we would get a gift card if we let someone come out and do a demonstration. We said ues but there was no gift card after the presentation. Everything this company did from the first touch was a lie and they need to be held accountable for wasting people's time with false promises and tactics that make it seem like you are being contacted by the U.S. ***************

  

  Business Response

  Date: 10/09/2023

  Thank you for reaching out to us on behalf of *****************. On 10-9-23 I attempted to reach out to ***************** 3x's and he hung up on me twice, saying "Im not interest!". On the 3rd call I left a message saying that the purpose of the call was not to sell him anything but rather assist him with the gift card promised. It would be helpful to get additional information, I can not find ***************** in our system by his name or phone number in our client/marketing list. Nuvia is one of many companies with similar advertising, I would like to confirm that it was Nuvia that ***************** called and set an appointment with. Please request of ***************** to contact me if would like a resolution to this matter, I would like to assist.

   

  *********************************** Director

  ************

• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are using highly deceptive marketing practices. They sent us an official looking postcard saying that it was a "final notice" for a parcel. To the untrained eye, it appears to be a communication from the U.S. Post Office. For delivery options, you are to call their number. There is no parcel and I find this extremely unprofessional. I want to alert other unsuspecting targets.

  

  Business Response

  Date: 07/10/2023

  Thank you for contacting Nuvia on the behalf of the customer. I have read the customer complaint and it is unfortunate that the customer feels this way and has taken the time to contact the BBB without 1st seeing what Nuvia offers. Nuvia works closely with our Post Masters to ensure we are within any postal guidelines. Nuvia does not have deceptive practices and we do market our products and services through our parcels. The parcel is an informational package on water quality provided to the customer on the day of appointment. This parcel contains information on where our water comes from, how the water companies treat the water before sending it to customers homes and what contaminates may remain the water supplied to residential customers and it affects the home and family. It is also followed up with a professional testing of the water. Our technicians test for purity, chemicals and destructive mineral deposit and provide recommendations on having home that is healthier, convenient, and saves money. All this is explained when the customer calls in once receiving the post card. It is unfortunate that our customer has made the assumption that we are deceptive without having Nuvia visit with them 1st. I would still like to offer this service to our customer in the hopes of changing her mind and having her be among the many customers that have had us out to their homes for a visit and have left us amazing reviews on the information and products. Our customer can call me direct if needed at ************. 

   

  ******* ****, Direct of Sales for Nuvia Water

  Customer Answer

  Date: 07/10/2023

   I am rejecting this response because:
  The practice is deceptive and their justification is not acceptable to me.