ComplaintsforNova Water And Air

• Initial Complaint

  04/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I Purchased a water softener from this company that did not function as advertised. I agreed on purchase price because it was advertised as a whole home water filtration and softening system. I was under the impression that I could drink filtered water from any faucet in the house. It did not function as advertised, leaving our hand cracking and bleeding and our hair brittle. They replaced the system with a different model that was not the same type. It did not provide whole home drinking water to all faucets like they advertised the last system. The new system did soften the water a little better, but I did not want to pay the original price for the second system they installed. I have tried contacting the company several times to get a partial refund and they just keep putting me off. I could have purchased this system for 1/3 of the price of the original system. The product I have installed was not the product I agreed to pay for. And it does not function as well as every other water softener I have had in the past

  Business response

  06/22/2022

  Business Response /* (1000, 10, 2022/05/17) */ Contact Name and Title: Nova Water and Air *************: (***) ******** *************************************** Mr. ***** purchased our whole house conditioning system on Jul 26,2021. Customer was happy with the product and it was tested and proven to work as it should. We received a call in August claiming the salt from the system's backwash was killing his grass. Our technician was able to go and prove to him that our unit had nothing to do with his grass drying up. Then when winter came around we started getting multiple calls and text messages from Mr. ***** that he and his family were having skin issues. He attributed the cause of the skin issues to our water system. We provided technical support and also sent out technicians multiple times as we continued to receive calls and texts from Mr. *****. We strive to offer great customer service. Mr. ***** himself has told us that Nova has been one of the best customer service experiences he has ever had with a water filtration company. It is also important to note that Mr. ***** has had a different water company come out and test his water and they showed him that our system was producing soften water. We further extended our services when Mr. ***** requested that we swap the single tank softener and filtration system to a multiple tank system (Resin Based Softener System and Carbon tank system) that can still do a similar job to that of the initial system. We went over and swapped the system with absolutely no charge, but the complaints never stopped coming. Mr. ***** did not discuss any pricing readjustments prior to his system-swap request. We would have clarified prior to swapping the systems that we do not offer refunds for systems that are tested to work. We will continue to help Mr. ***** with any technical issues he may have if he contacts our office. Our company prides itself in our engineering background and that we work with tested results. Every water test done after installing our filtration systems at Mr. *****'s home, have shown to successfully soften the water and filter. The carbon system was also tested and proven to filter the water. We also understand that Mr. *****s disconnected his Carbon system and so he is only using his softener. Carbon systems filter the water by adsorption (carbon does not add chemicals to the water). There is no way that our softener and filtration systems are causing skin issues to the family of the customer. If that was the case, Mr. ***** and his family will still be having the same skin issues throughout the year. We are still available to provide Mr. ***** and his family with the best customer service that we can offer. Mr. ***** can contact our team anytime. We value all of our customers! Consumer Response /* (3000, 12, 2022/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Most of what they said was true. I did have another company come out to test the water, and it was functioning as it should only after I manually regenerated the system. We have to constantly regenerate the system to work properly and it uses a ton of salt. They stopped returning my calls and won't assist me anymore. I have left multiple messages and texts to technicians including the supervisor with NO response. Initially the customer service was awesome and they tried helping until I told them that the system just wasn't going to work for me and I requested a refund. Then they stopped all communications. The system that they initially installed didn't function as I expected compared to previous systems I've had in previous homes. They did offer to swap it out, and I asked them about the pricing then. I thought I was getting a better unit than initially installed, but what I got was a cheaper unit that didn't do "whole home drinking water" which is what I thought I was getting. Once I voiced my concerns and complaints, that's when all communication stopped. Great customer service went to non-existent service. I got ripped off and now I'm on the hook for paying over $5000 for a $1200 system. I started complaint on the system within a couple weeks of installation. They came out a few times and adjusted the system, and even tried walking me through it over the phone, but it didn't work. That's when the replaced it with a different type of system. I operated the systems for a few weeks each time as they instructed to see if it would correct the issues, but it never did. I am requesting a full refund at this time since the company won't return my calls anymore. Business Response /* (4000, 14, 2022/05/27) */ Mr. *****s has full access to our customer service department. We are available to help in any way that we can. We value him as our customer and will consistently to find a way to assist with his concerns. The technician that he has been trying to contact left our company in March, 2022. It is better to contact customer service to help resolve any issues rather than individual cell numbers. Our customer service representatives will be able to direct his concerns to the right personnel to help. Thank you.

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