7 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from Rick B
1 star06/21/2024
Terrible customer service.I 100% regret purchasing from NuvoH2O. I had a "home(?)"-sized system installed by plumber in 2020. Judging from the scale on appliances, this system is far inferior to (now illegal) salt-based system I had.Getting replacement cartridges is increasingly difficult. I find myself forced to order directly from NuvoH2O. Therein lies the problem. NuvoH2O customer service is terrible - seemingly by design. I ordered a cartridge. I was sent the wrong - MUCH more expensive - one. It is hard to understand how person who took original order could have sent product that was approximately 3x size I needed. I called to get replacement. My system is "registered: with NuvoH2O. Since then the only thing NuvoH2o might have done "right" was bill me for 2nd - hopefully correct - cartridge. I have not received it yet, so who knows. Nor have I received promised refund and return shipment label, despite 2 emails, 2 calls and one online submission. Automated return call system didn't work. Online chat was unavailable (seemingly permanently).I don't really believe it's a fraud, but I question how big or sophisticated this company is. They are certainly not very professional. Things are bad enough already and I may have to rely on this company for many years as my only source of replacement cartridges I will need every 6 months (or so). I have to seriously consider cutting my losses and installing a different water softener system. This was an expensive mistake.BUYER BEWARE.Review from E D
1 star12/19/2023
Not satisfied with any part of the purchase. The Nuvo water softner does not meet any of my expectations. Hardly notice a difference in the water. The filter is expensive, unhandy to install and takes days to get rid of the blue color of the water after installation. It seems like a small thing but they even want to charge you for insurance to cover the cost if the filter comes to you damaged. Most if not all on line companies simply say return it if it does not arrrive in good shape.Just seems like they are not sensative to the customer.Review from Shelli K
1 star12/15/2023
I purchased the NUVOH2O Manor + Taste Whole House Salt-Free Water Softener, Conditioner, and filtration System on October 13, 2022, in November 2022 I tested my water and the Hardness was high so I wrote the company telling them it did not soften my water, they told me it doesn't change the hardness it changes the chemical properties so it doesn't hurt my pipes, which is false cause I have hard build ** in piped, appliances and in the back of my toilets. A couple months after installing my cat ended up with his first UTI, I changed his food but a month later he had another UTI, so I started giving him store bought water and havent had one sense. Approximately 8 months after installation I started having a terrible order from all the faucets and when I flushed the toilets. I changed the filters every 3 months, as I am on a well but smell remained...I had my water tested (professionally) had the well examined, had a plumbers come out, he noticed the smell was coming from the filter and the line leaving the filter was extremely slimy with build up. After removing the system, changing pipes directly connected to the filter and cleaning out the back of the toilets the smell is gone. I contacted NUVOH2O and they told me it was the bacteria in the well that was reacting with the citric in the filter causing the smell and I should purchase a $1,100 UV light and shock my well every 6 months, cause their system isnt enough and they said this was addressed in the frequently asked questions, which it is not. I would like a full refund as this product does NOT do what it is advertised to do and caused physical harm to my cat, which was not addressed that it could harm animals or humans. This is a terrible product.NuvoH2O Response
01/05/2024
I am sorry to hear that you're having a negative experience with us and our products. The citric acid we use is 100% natural and derived from vegetables, it bonds to the hard water minerals rather than removing them, so this will not show on a hardness test. It transforms calcium carbonate and magnesium carbonate into their citrate counterparts, which are no longer hard water minerals. This should prevent scale and break down the existing scale. I am also sorry to hear about your cat getting a UTI. However, the citric acid cannot cause this. It is more likely contributed to the quality of the water; whether that is hardness, heavy metals, or bacteria. The citric acid we use is absolutely safe for pets, plants, and human consumption. It is possible that the citric acid enhanced the effects of the existing bacteria in the water. We do state on our website that this system alone is not meant to treat bacteria. In our FAQs under the subtitle "What if I have a well?" it goes over this and explains that additional issues will have to be addressed separately. In addition to that, the installation guide for the system on page 3 states not to use the system with water that is micro-biologically unsafe or of unknown quality without properly testing or disinfecting the water first. That can be found by going to our website and using the "Support" dropdown menu, clicking "Installation Guides", and opening the Manor Duo System Installation Guide. This same warning is written on our cartridge instructions. A UV system is not necessary, but according to the **** a well should be shocked at least annually. If you do not intend to shock your well, a UV system is the next best option for eliminating bacteria in the water. Either of these options will ensure the NuvoH2O system cannot react to the bacteria in the water. I understand the frustration surrounding this issue, but we cannot offer a refund for the purchase. The system is beyond its 90-day return period and is working as intended.Review from Virginia C
5 stars08/22/2022
I did just make my purchase with ****** She was very helpful and help me understand what style we needed and why.She made it easy and pleasantReview from Irene R.
2 stars02/08/2022
I like the product but their company lacks in basic service/customer service. I called several times when my order doesnt arrive and they always have excuses as to why I havent received replacement cartridges. I am a regular customer and was told they have too many customers to follow up with problem orders, even when its their processing procedures. They make promises they cannot keepReview from Stephanie G
4 stars11/02/2021
******* was a gem in assisting me. Thank you!**********************Review from Paul A
1 star10/25/2021
They sell their product on a subscription service, which is fair. But they keep charging and collecting money for products they do not have in their warehouse. In other words, they are making you pay for something they do not have to sell. Most people would consider that theft. This happens time and again. Currently, I was charged full price on October 1. It is now October 25th, and they can't tell me when I will have what I paid for nearly a month ago. I called today and was told it could even be until mid-November or later. I have called to complain in the past. Of course they say it is not their fault. They blame it on shipping delays. But the shipping company didn't take my money - they did. Or they will blame it on their billing system, conveniently forgetting they they are responsible for their billing system. Anyway you look at it, they say it is not their fault they took my money when their warehouse was and remains empty. I was told if I complained too much, they could give me my money back, but at a cost of delaying my order even more than it already has been. My filters are already almost a month past their use by date, so delaying my order even more is not a viable option. And to top it all off, I recently got an email notice that they are going to take even more money from my account in the future to fund their empty warehouse. I understand that shipping issues can affect anyone. That is not my complaint. Charging people for items they don't have to sell on that date is my complaint and is borderline criminal. There is also another related problem. I'm paying for 6 months use of a filter, from Oct 1 until Apr 1. Even if the new unit arrives in the new couple of days, I've paid for 6 month's use, but will only have 5 month to use it, theoretically, before the next unit arrives. In other words, due to their delay, I have paid for but have lost a full month's service of a viable filter. The old unit is consider ineffective because it is past the use-by date. They owe me and all their customers a refund for every week a unit is delayed proportionally to the time of lost service over the paid for 6 month time span.
Customer Review Rating
Average of 7 Customer Reviews
Contact Information
PO Box 160102
Clearfield, UT 84016-0102
Want a quote from this business?
Get a QuoteCustomer Reviews are not used in the calculation of BBB Rating
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.