ComplaintsforUniversal Water Systems, LLC

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I am filing a complaint against Universal Water Systems due to a concerning experience on 01/24/2024. We scheduled a water test with one of their representatives at **** *****, who assured us of a brief 30-minute meeting and the receipt of a **** ***** gift card. Upon the representative's arrival, we inquired about the expected duration of the meeting, to which he stated it would take no more than 1 hour. However, the meeting extended to 2 hours without substantial questioning. The blame was unfairly placed on us for not staying on task, despite the absence of clear expectations for a prolonged session. Regrettably, the promised **** ***** gift card was not provided at the conclusion of the review. Instead, we were directed to visit their headquarters to obtain the gift card, introducing inconvenience and contradicting the initially communicated arrangement. The lack of transparency and unmet expectations permeated the entire 2-hour presentation, eroding our trust in the company's reliability, especially when dealing with minimal expectations. Furthermore, the business failed to address this issue satisfactorily. During the presentation's conclusion, we were pressured to make an immediate decision. When we requested time for consideration and financial planning, we were dismissed with a statement questioning our desire for clean water. This lack of transparency from the outset and subsequent unresponsiveness from the company further exemplify our reservations and dissatisfaction.

  Business response

  01/25/2024

  Dear Mr ****,
  
  Thank you for sharing your experience and taking the time to provide your feedback. We appreciate our  visit to your home and would like to extend our sincere apologies if there was any misunderstanding during the demonstration.
  
  We strive to ensure that our prospects are informed about the duration of the demonstration, and we understand the importance of opening up for questions and comments after the water test. Chris, being one of our seasoned representatives, is dedicated to delivering a professional and courteous service.
  
  We understand that decisions about purchasing are significant, and it's our goal to respect the space and preferences of our potential customers. If there was any miscommunication that led to discomfort, we sincerely apologize.
  
  We continuously invest in the training and development of our representatives to maintain high standards of professionalism. Your feedback is invaluable in helping us improve, and we are committed to ensuring a positive experience for all.
  
  If there are any more specific concerns you would like to discus, please feel free to reach out directly. We value your input and are dedicated to addressing any issues constructively.
  
  Thank you for your understanding, and we look forward to the opportunity to better serve you in the future.
  
  Sincerely,
  UWS Management 

  Customer response

  01/26/2024

  Complaint: ********
  
  I am rejecting this response because:Two hours of my time was wasted and still not gift card was ever received as promised. We can put the blame on the sales person but as a company this is misrepresentation and for a company with a product that they believe in, you don't stand behind that very well from the front lines. Needs to be fixed and not satisfied with this. 
  
  
  
  Regards,
  
  ****** **** 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I never signed satisfaction of instillation form. Attempt to cancel 24 hours of agreement. Sales rep said we have up to 72 hours to cancel. Want unit removed. Still have plumbing problems due to company employee breaking my water line. Dirt in lines .wire exposed to weather. Company owner **** cursed and blocked my number from calling office for materials needed and communication reference to unit I purchased from them.

  Business response

  10/04/2023

  I wanted to bring to your attention the attached copy of the Certificate of Completion for the installation project involving Ms. ******. The certificate clearly indicates her satisfaction with the installation.
  
  We place a high priority on ensuring our customers are happy and content with our services. However, I must also address a concerning matter. Despite our commitment to customer satisfaction, we have encountered a challenging situation with Ms. ******'s behavior towards our staff. She has been consistently rude and abusive, which is not in line with our standards of conduct.
  
  We remain open to addressing any legitimate concerns related to the unit's functionality or performance. We are here to support our customers even after the completion of a project. However, it's important to note that requesting a refund a year after installation is not a reasonable course of action. We have a standard policy in place regarding warranty and refund requests, which does not extend to such an extended period.
  
  While we value our customers' feedback and are committed to improving our services, we also expect a respectful and reasonable approach in our interactions. We are more than willing to schedule a service visit to inspect the unit and address any concerns Ms. ****** may have within the bounds of our warranty and service policy.
  
  If you have any further questions or if Ms. ****** would like to schedule a service appointment, please do not hesitate to reach out to our customer support team. We remain dedicated to providing the best possible service to our valued customers.
  

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told I would be getting a water system that would better the water quality and stop soap scum and not have as much lint and damage to my clothes. I have had more sopa scum and lint since this unit was installed. I had issues with the company from the salesman harassing and threatening me, the company not putting in my unit properly, damaging my house and not fixing the issue, promising compensation but then refusing, and stating there is no satisfaction guarantee while their website states there is a manufacturers guarantee (which was not mentioned) on top of the satisfaction guarantee. Their company has continued the threaten to “take me to court” for “stealing the units” when I have continuously contacted them about picking them up and fixing the damages to my property. I was told I needed to sign paperwork for them to come back to fix these issues. The unit check list does not have my signature (which is the salesman signature) and the company has stated time and time again they are changing the way they conduct their business from the salesmen, the installers, and management due to my treatment from them. I was told by an installer this has not been the first time the company has had issues with a worker refusing the put the units where the customers wanted it to go and refused to inform management about it. I have been harassed by the salesman and threatened that my unit will not have a warranty nor get the products promised if I did not speak to the finance company even after I already did. I was not told what finance company would be holding the loan. I have been lied to and deceived every step of the way and their promises were not upheld. I was told the products that did not come for the soaps would be ordered and that was never received. I was told the issues with my property would be resolved by a plumber and they have yet to show up to my house and have them fixed. I was promised landscaping rocks and mulch (8 bags) and that was not fulfilled.

  Business response

  09/19/2023

  
  Over the past few weeks, our office has been in consistent contact with Ms. ******, and we have made every possible effort to resolve her concerns and ensure her satisfaction. However, it has been challenging to progress towards a resolution due to the unfortunate circumstances surrounding our interactions.
  
  Ms. ******'s communication with our team has regrettably been marked by verbal abuse, demanding requests, and a level of disrespect that we have tolerated in an effort to prioritize her satisfaction and address her concerns. Despite our best intentions and dedication to resolving her issue, it appears that Ms. ****** may not be interested in finding a mutually beneficial solution. Instead, it seems her primary focus may be on expressing buyer's remorse.
  
  We want to reiterate our commitment to resolving this matter to Ms. ******'s satisfaction. However, we firmly believe that constructive and respectful communication is essential to achieving this goal. We are more than willing to address the concerns she has raised, provided that future interactions are conducted in a respectful and professional manner.
  
  Should Ms. ****** be willing to engage in a more amicable and productive conversation, we remain fully dedicated to addressing her concerns and making every effort to ensure her happiness. We understand that issues can arise, and we are here to assist, but we cannot tolerate continued abuse in the process.
  
  Our ultimate goal is to find a solution that meets Ms. ******'s needs and resolves the water issue to her satisfaction. We hope that moving forward, our interactions can be characterized by mutual respect and cooperation, allowing us to work together effectively towards a resolution.
  
  

  Customer response

  09/21/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I have reached out to the company several times and even stated to them they can come at any time to resolve this issue and no one has shown up to my house. There has been zero effort on their end to resolve the issues and to fulfill their promises. I have been told there is no satisfaction guarantee, which goes against the Consumers Rights Act and have been promised compensation and action to be taken in order for me to start this contract. This is misleading and deceptive practices. They have refused to inform me of the satisfaction guarantee to find another unit within 45 days which violates my right to choose and be informed. I have been threatened and harassed by this company throughout this whole process and was told there was not going to be a resolution. The manager I spoke to, ****, told me they will never give me the compensation that was promised by the company and threatened to take me to court instead of resolving this issue. He also stated I was a thief and stole their unit which is not the case.
  I have also voiced my concerns with this company from day one when the salesman came to my house and after leaving the company called me and told me the salesman was unable to arrive. I was promised an amount for the salesman giving the presentation when setting up the consultation which was not apart of the compensation promised by their employee *****. ***** stated the compensation was due to inconsistency of the company’s work, the harassment from the salesman, and the continuous issues the company has given me. She stated she was told by the coordinator of operations this was supposed to be done. I was promised a call from him and other managers which I never received. This company has drug their feet to have any issue fixed and have scheduled for a “plumber” to come out but I have been told repeatedly this would need to be rescheduled. I was told I needed to have a “manager” come fix the issues and when someone arrived they would argue over what I have been told and stated they would need to have someone else show up.
  I would rather this all be resolved due to my Consumers Rights being violated time and time again and the companies incompetence or just flat out refusal to fix the issues that they caused and fulfill the promises they have given. Since their philosophy on their own manufacturers guarantee is to pay for the unit themselves and this information was not given and compensation was promised, I would rather them pay for the unit since they refused to pick it up.
  
  Regards,
  
  ******** ******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  10/05/2023

  Thank you for bringing Ms. ******'s concerns to our attention. We understand the situation and are committed to resolving it promptly.
  
   
  
  Regarding Ms. ******'s request for a refund and her desire to keep the equipment, I would like to clarify our company's policy. Once the equipment has been provided to a customer, it cannot be retained by the customer in the event of a refund request, unless otherwise stipulated in a prior agreement.
  
   
  
  Our standard procedure in cases of customer dissatisfaction is to first address the underlying issues and attempt to resolve them to the customer's satisfaction. We are more than willing to engage with Ms. ****** to understand her concerns and work towards a solution that meets her expectations. This may involve troubleshooting any issues she has experienced with the equipment, providing maintenance or repairs, or exploring alternative options that align with her needs.
  
   
  
  Furthermore, if the removal of the equipment is scheduled, we will ensure that this process takes place as planned. We cannot allow the retention of the equipment in this situation as it is not in accordance with our company policies.
  

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  In June my husband and I decided to purchase a water softener system for our home to help with the hardness in water. On June 21, 2022 we were scheduled for our appointment for the installation for the water softener. On June 22, 2022 we left out of town and came back home on June 26, 2022 when we arrived we came in through the garage and saw that the water softener was leaking and had a puddle of water on the floor right by it. We called the technician to let him be aware of the problem and he didn't show up to fix the issue till 4 days later. Every so often I would wake up an go to laundry room to start laundry and would find puddles of water on the floor I could not find were the water was coming from. The first week of August the water on the floor I noticed got so bad it spread all the way to under the stairs storage closet the carpet was soaked walls were wet. I called a plumber out to detect the leak and the plumber could not find it he asked if our water softener was a new product that has been recently been installed and we had told his yes it was installed end of June he asked this question because he had noticed that the water softener drain was installed to a vac condition drain an had mentioned to us that the drain isn't suppose to have multiple lines connected to the drain. He asked to do set the softener to recharge so we can see what happens while he was here because the recharge was initially set for 2:00am. We did the recharge and sure enough the water softener system was causing an over flow of water right under the Hvac system since the drain it was connected to was not sufficient for the softener recharge. Every time the water softener system would recharge since June 21, 2022 the water would over flow under our Hvac system and sit in our walls. It has caused a significant amount of water damage, mold growth in the walls and for my family to have to relocate an live in a hotel. We do not need this product or problem anymore.

  Business response

  09/20/2022

  Universal Water Systems has been very diligent in fixing the issues with ******** *****. Never is there an occasion where we want to damage anyone's property. It is most unfortunate that this has happened, however, the insurance claims have been filed and will be resolved.  We only aim to provide good service and there is no customer we ever want unhappy. Through many aggressive phone calls with Mrs. ***** and her mother, we have maintained our integrity and will continue moving toward a resolution.

  Customer response

  09/26/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  
  
  Universal water has been somewhat diligent in dealing with the fixing the issues pertaining to the damage done to our house. We understand that they did not do this on purpose nor have we ever accused them of so. However, it did happen. As far as the aggressive tone and attitude, I am assuming it is because my mom and I were frustrated and we were getting more assertive but not aggressive. We were frustrated because they were not allowing us to get our concerns across and kept pacifying us by saying ****** insurance will take care of everything. Which is what needs to be done. 
  
  
  As far as making us happy and satisfied customers? We need them to take back their products and zero out our account. We don’t want this product in our home after all of the damage it has caused and stress. We also need them to pay us back our $5000.00 deductible, that we paid out of pocket already, which they told our insurance company they would do. We need this money as soon as possible. 
  
  
  ******** *****

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

*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. ↩