Nuvia Water Technologies

The good news is that the issue has been resolvedI received an text message on Tuesday afternoon From MrsLowe, stating that she and her family are now happyNuvia hand delivered the products she was requesting and have address all their concernsNuvia will continue to work hard to keep this families faith in our company[redacted] ***

Initial Business Response / [redacted] (1000, 8, 2015/11/24) */ We have resolved the issues with the consumer

Sneaky company that mail out deceptive mailer post cards showing that they missed you and have a package on hold for you, FINAL ATTEMPT You call the number on the post card and it's their sales people trying to sell you a water system Dirty sneaky tactics

Thank you for reaching to us on behalf of ***After reading the concerns, I spoke with [redacted] on Monday 01/15/During our conversation she expressed issues she was having1st, the issue on marketing and the 2nd, on receiving her giftI did explain to her that Nuvia is in complete compliance with our post cardsAlthough she states that there are similarities to a postcard she may receive from a shipping company trying to deliver a package or even the post office; I informed her that the Revdex.com addressed this issue with us back in 2013, which led to Nuvia adding to the cards, a Copy Right symbol, along with NWTI, which stands for Nuvia Water Technologies Inc and "restrictions may apply" , which can be found at the bottom right side of every cards we mailThe idea behind the marketing is to simply get the phone to ring and when it does, we let the potential customer know they are contacting the Nuvia package center and that we are a water filtration company providing a free welcome to the neighborhood gift, which is our dinning card and a free water analysisAlthough it is unfortunate that the customer believes it is misleading, Nuvia is in complete compliance and does not hide what we doHer 2nd concern was the gift card, which she states was never given to herThat, we intent to correctAfter speaking to pour representative, I found out that he was simply was out, and failed to follow up with the corp office and customer to ensure they would be receiving what was promisedI indicated that I would fulfill that promise as we do for all our customersUnfortunately, from time to time, mistakes are made, reps in the process of doing their job sometimes fail to complete their job, and I believe this is one of those timesWhen a mistake is made, Nuvia will always act responsibly and do what is rightThis is one of those timesI will be researching the info we have on ***, as she was very hesitant in give any additional information, and the gift card will be send out to her by the end of the weekI believe no further action is needed Sincerely, [redacted] ***National Sales Director ###-###-####

Initial Business Response / [redacted] (1000, 7, 2016/03/25) */ Good afternoon, my name is [redacted] ***, Operations Manager for Nuvia and the sale rep to Mr [redacted] This situation is unfortunate and Nuvia has tried in fact to respond appropriatelyIn Nov Nuvia did install a filtration system as a birthday gift to Mr [redacted] 's spouseApproximately month after install, Nuvia received a call from Mr [redacted] that they were experiencing a leak under the house that was constantly dripping and they have had it repairedNuvia immediately sent our install team over to the property [redacted] (installer) and Hugo (installation/service manager)inspected the work done originally, as well as the repair that was performed by the plumber that Mr [redacted] hiredThey did see the area that the leak occurred from and also took pictures of the pipe and water that puddled under the house in an area about 6xfeetHe then informed me of the cracking of the wall he was experiencing in the home and immediately assumed it was caused by our leak, because that's what the plumber told himWe immediately informed Mr [redacted] that Nuvia would respond appropriately and if in fact the damage was caused by the Nuvia, we would indemnify himAfter consulting with several civil, structural and geotechnical engineers they felt, based on the information given, that the cracking was "probably" not caused by the leaking of the pipe and they recommended the home be surveyed which would cost thousands of dollarsWith that information, I personally contacted Mr [redacted] and informed him that he should get his home owners insurance involved, because they have the team and resources already in place to objectively find the true reason for the crackingNuvia never stated that they were not going to fix the damage nor did we dodge our customers calls or emailsNuvia has always been immediately responsive to our customer What broke down our communication was the fact that Mr [redacted] , refused to get his home owners insurance involved and wanted Nuvia's insurance to cover it asapI informed him that it is highly unlikely that his cracks in the wall were a result of the leak under the house, but we would not rule that out, but to just say it was Nuvia's fault was premature, and that's why we recommend his insurance to get involvedOnce the insurance company has there professional team look into the matter they would be able to identify that it is Nuvia or another cause, at that point the expense (if a result of Nuvia's equipment)would be subrogated back to NuviaMr [redacted] , did not want to use our recommendation to fixing the issue correctlyNuvia is open to assisting our customer but would like to see the home owner use the proper methods and Nuvia will comply to the finding of the home owners insurance if the cracking is caused by the leakIt is and always been Nuvia's goal to make our customer happy Initial Consumer Rebuttal / [redacted] (3000, 9, 2016/04/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr [redacted] response contains many inaccuracies and disputable factsHis recollection of the facts are arguable at the very least and one thing for all is that the General Manager from NUVIA reached out to me directly few days after Mr [redacted] response to my Revdex.com complaint, apologizing about how things have gone so far and guaranteeing that, contrary to what Mr [redacted] has just stated in this response, NUVIA's insurance is now involved and will do the proper investigation about the accident That was what we wanted in first place, so Mr [redacted] argument that I did not want to collaborate because I did not want to get our home insurance involved is simply false, what we said is that we wanted FIRSTLY to have NUVIA's insurance involved because NUVIA was clearly at fault in this case and it should be their responsibility to investigate the damages created by their faulty installation and offer appropriate compensation NUVIA's General Manager guaranteed me their insurance is now on this case and I've been contacted by them in order to go ahead with proper investigationsI appreciate the General Manager stepping in into this situation, I do wanna point out though that until I filed a claim with the Revdex.com I hadn't heard from anyone at NUVIA since January 8th and that is only now, after months from the discovery of the leak, that NUVIA has activated the proper channels to deal with this situation Also, one major issue I have with Mr [redacted] response is that he cites again the fact that he says "After consulting with several civil, structural and geotechnical engineers they felt, based on the information given, that the cracking was "probably" not caused by the leaking of the pipe and they recommended the home be surveyed which would cost thousands of dollars." Let it be known that none of the "civil, structural and geotechnical" mentioned by Mr [redacted] have actually come to the property to see the site of the leak and the damagesTheir consult has been based solely on pictures, which we find not satisfactory nor thorough Also Mr [redacted] continues : "I personally contacted Mr [redacted] and informed him that he should get his home owners insurance involved, because they have the team and resources already in place to objectively find the true reason for the cracking." NUVIA insistence to utilize our home owner insurance instead of theirs has been troubling to us, why did they keep pushing back and not utilizing their insurance, which I would argue in the same way, must have all the resources and team in place to deal with incidents such as this one In my opinion, I will not be satisfied until NUVIA insurance complete's its investigation and I obtain a fare and unbiased report of what the extensive leak did to our houseAgain, I want to reiterate that it's now been months since the discovery of the leak and months since the installation of the product

Initial Business Response / [redacted] (1000, 5, 2015/02/04) */ Good afternoon [redacted] and thank you for contacting me on behalf of our clientUpon receiving your email, I immediately tried to contact our client and did speak to Mrs [redacted] on Monday evening, offering my assistance in correcting the issueI, on behalf of Nuvia, apologized to Mrs [redacted] if her concerned was missed handled, as Operations Mgr for Nuvia, my goal is have all our customers 100% satisfied with their choice of having Nuvia protect their home and family and the buck stops here with meI am currently waiting for a response from Mrs [redacted] to schedule a date to have our technician go out to her home to address her issue Thank you once again for your attention to this matter Sincerely, [redacted] Nuvia Water Technologies Inc

Initial Business Response /* (1000, 7, 2016/03/25) */
Good afternoon, my name is [redacted], Operations Manager for Nuvia and the sale rep to Mr. [redacted]. This situation is unfortunate and Nuvia has tried in fact to respond appropriately. In Nov 2015 Nuvia did install a filtration system...

as a birthday gift to Mr [redacted]'s spouse. Approximately 1 month after install, Nuvia received a call from Mr. [redacted] that they were experiencing a leak under the house that was constantly dripping and they have had it repaired. Nuvia immediately sent our install team over to the property. [redacted] (installer) and Hugo (installation/service manager)inspected the work done originally, as well as the repair that was performed by the plumber that Mr. [redacted] hired. They did see the area that the leak occurred from and also took pictures of the pipe and water that puddled under the house in an area about 6x8 feet. He then informed me of the cracking of the wall he was experiencing in the home and immediately assumed it was caused by our leak, because that's what the plumber told him. We immediately informed Mr. [redacted] that Nuvia would respond appropriately and if in fact the damage was caused by the Nuvia, we would indemnify him. After consulting with several civil, structural and geotechnical engineers they felt, based on the information given, that the cracking was "probably" not caused by the leaking of the pipe and they recommended the home be surveyed which would cost thousands of dollars. With that information, I personally contacted Mr. [redacted] and informed him that he should get his home owners insurance involved, because they have the team and resources already in place to objectively find the true reason for the cracking. Nuvia never stated that they were not going to fix the damage nor did we dodge our customers calls or emails. Nuvia has always been immediately responsive to our customer . What broke down our communication was the fact that Mr. [redacted], refused to get his home owners insurance involved and wanted Nuvia's insurance to cover it asap. I informed him that it is highly unlikely that his cracks in the wall were a result of the leak under the house, but we would not rule that out, but to just say it was Nuvia's fault was premature, and that's why we recommend his insurance to get involved. Once the insurance company has there professional team look into the matter they would be able to identify that it is Nuvia or another cause, at that point the expense (if a result of Nuvia's equipment)would be subrogated back to Nuvia. Mr. [redacted], did not want to use our recommendation to fixing the issue correctly. Nuvia is open to assisting our customer but would like to see the home owner use the proper methods and Nuvia will comply to the finding of the home owners insurance if the cracking is caused by the leak. It is and always been Nuvia's goal to make our customer happy.
Initial Consumer Rebuttal /* (3000, 9, 2016/04/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. [redacted] response contains many inaccuracies and disputable facts. His recollection of the facts are arguable at the very least and one thing for all is that the General Manager from NUVIA reached out to me directly few days after Mr. [redacted] response to my Revdex.com complaint, apologizing about how things have gone so far and guaranteeing that, contrary to what Mr. [redacted] has just stated in this response, NUVIA's insurance is now involved and will do the proper investigation about the accident.
That was what we wanted in first place, so Mr. [redacted] argument that I did not want to collaborate because I did not want to get our home insurance involved is simply false, what we said is that we wanted FIRSTLY to have NUVIA's insurance involved because NUVIA was clearly at fault in this case and it should be their responsibility to investigate the damages created by their faulty installation and offer appropriate compensation.
NUVIA's General Manager guaranteed me their insurance is now on this case and I've been contacted by them in order to go ahead with proper investigations. I appreciate the General Manager stepping in into this situation, I do wanna point out though that until I filed a claim with the Revdex.com I hadn't heard from anyone at NUVIA since January 8th and that is only now, after 5 months from the discovery of the leak, that NUVIA has activated the proper channels to deal with this situation.
Also, one major issue I have with Mr. [redacted] response is that he cites again the fact that he says "After consulting with several civil, structural and geotechnical engineers they felt, based on the information given, that the cracking was "probably" not caused by the leaking of the pipe and they recommended the home be surveyed which would cost thousands of dollars."
Let it be known that none of the "civil, structural and geotechnical" mentioned by Mr. [redacted] have actually come to the property to see the site of the leak and the damages. Their consult has been based solely on pictures, which we find not satisfactory nor thorough.
Also Mr. [redacted] continues : "I personally contacted Mr. [redacted] and informed him that he should get his home owners insurance involved, because they have the team and resources already in place to objectively find the true reason for the cracking."
NUVIA insistence to utilize our home owner insurance instead of theirs has been troubling to us, why did they keep pushing back and not utilizing their insurance, which I would argue in the same way, must have all the resources and team in place to deal with incidents such as this one.
In my opinion, I will not be satisfied until NUVIA insurance complete's its investigation and I obtain a fare and unbiased report of what the extensive leak did to our house. Again, I want to reiterate that it's now been 5 months since the discovery of the leak and months since the installation of the product.

Sneaky company that mail out deceptive mailer post cards showing that they missed you and have a package on hold for you, FINAL ATTEMPT. You call the number on the post card and it's their sales people trying to sell you a water system.

Dirty sneaky tactics.

Thank you for reaching to us on behalf of [redacted]. After reading the concerns, I spoke with [redacted] on Monday 01/15/18. During our conversation she expressed 2 issues she was having. 1st, the issue on marketing and the 2nd, on receiving her gift. I did explain to her that Nuvia is in complete compliance...

with our post cards. Although she states that there are similarities to a postcard she may receive from a shipping company trying to deliver a package or even the post office; I informed her that the Revdex.com addressed this issue with us back in 2013, which led to Nuvia adding to the cards, a Copy Right symbol, along with NWTI, which stands for Nuvia Water Technologies Inc and "restrictions may apply" , which can be found at the bottom right side of every cards we mail. The idea behind the marketing is to simply get the phone to ring and when it does, we let the potential customer know they are contacting the Nuvia package center and that we are a water filtration company providing a free welcome to the neighborhood gift, which is our dinning card and a free water analysis. Although it is unfortunate that the customer believes it is misleading, Nuvia is in complete compliance and does not hide what we do. Her 2nd concern was the gift card, which she states was never given to her. That, we intent to correct. After speaking to pour representative, I found out that he was simply was out, and failed to follow up with the corp office and customer to ensure they would be receiving what was promised. I indicated that I would fulfill that promise as we do for all our customers. Unfortunately, from time to time, mistakes are made, reps in the process of doing their job sometimes fail to complete their job, and I believe this is one of those times. When a mistake is made, Nuvia will always act responsibly and do what is right. This is one of those times. I will be researching the info we have on [redacted], as she was very hesitant in give any additional information,  and the gift card will be send out to her by the end of the week.... I believe no further action is needed.  Sincerely, [redacted]National Sales Director ###-###-####

Initial Business Response /* (1000, 8, 2015/11/24) */
We have resolved the issues with the consumer.

The good news is that the issue has been resolved..... I received an text message on Tuesday afternoon From Mrs. Lowe, stating that she and her family are now happy. Nuvia hand delivered the products she was requesting and have address all their concerns. Nuvia will continue to work hard to keep...

this families faith in our company.[redacted]

Initial Business Response /* (1000, 7, 2016/03/25) */
Good afternoon, my name is [redacted], Operations Manager for Nuvia and the sale rep to Mr. [redacted]. This situation is unfortunate and Nuvia has tried in fact to respond appropriately. In Nov 2015 Nuvia did install a filtration system as a...

birthday gift to Mr [redacted]'s spouse. Approximately 1 month after install, Nuvia received a call from Mr. [redacted] that they were experiencing a leak under the house that was constantly dripping and they have had it repaired. Nuvia immediately sent our install team over to the property. [redacted] (installer) and Hugo (installation/service manager)inspected the work done originally, as well as the repair that was performed by the plumber that Mr. [redacted] hired. They did see the area that the leak occurred from and also took pictures of the pipe and water that puddled under the house in an area about 6x8 feet. He then informed me of the cracking of the wall he was experiencing in the home and immediately assumed it was caused by our leak, because that's what the plumber told him. We immediately informed Mr. [redacted] that Nuvia would respond appropriately and if in fact the damage was caused by the Nuvia, we would indemnify him. After consulting with several civil, structural and geotechnical engineers they felt, based on the information given, that the cracking was "probably" not caused by the leaking of the pipe and they recommended the home be surveyed which would cost thousands of dollars. With that information, I personally contacted Mr. [redacted] and informed him that he should get his home owners insurance involved, because they have the team and resources already in place to objectively find the true reason for the cracking. Nuvia never stated that they were not going to fix the damage nor did we dodge our customers calls or emails. Nuvia has always been immediately responsive to our customer . What broke down our communication was the fact that Mr. [redacted], refused to get his home owners insurance involved and wanted Nuvia's insurance to cover it asap. I informed him that it is highly unlikely that his cracks in the wall were a result of the leak under the house, but we would not rule that out, but to just say it was Nuvia's fault was premature, and that's why we recommend his insurance to get involved. Once the insurance company has there professional team look into the matter they would be able to identify that it is Nuvia or another cause, at that point the expense (if a result of Nuvia's equipment)would be subrogated back to Nuvia. Mr. [redacted], did not want to use our recommendation to fixing the issue correctly. Nuvia is open to assisting our customer but would like to see the home owner use the proper methods and Nuvia will comply to the finding of the home owners insurance if the cracking is caused by the leak. It is and always been Nuvia's goal to make our customer happy.
Initial Consumer Rebuttal /* (3000, 9, 2016/04/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. [redacted] response contains many inaccuracies and disputable facts. His recollection of the facts are arguable at the very least and one thing for all is that the General Manager from NUVIA reached out to me directly few days after Mr. [redacted] response to my Revdex.com complaint, apologizing about how things have gone so far and guaranteeing that, contrary to what Mr. [redacted] has just stated in this response, NUVIA's insurance is now involved and will do the proper investigation about the accident.
That was what we wanted in first place, so Mr. [redacted] argument that I did not want to collaborate because I did not want to get our home insurance involved is simply false, what we said is that we wanted FIRSTLY to have NUVIA's insurance involved because NUVIA was clearly at fault in this case and it should be their responsibility to investigate the damages created by their faulty installation and offer appropriate compensation.
NUVIA's General Manager guaranteed me their insurance is now on this case and I've been contacted by them in order to go ahead with proper investigations. I appreciate the General Manager stepping in into this situation, I do wanna point out though that until I filed a claim with the Revdex.com I hadn't heard from anyone at NUVIA since January 8th and that is only now, after 5 months from the discovery of the leak, that NUVIA has activated the proper channels to deal with this situation.
Also, one major issue I have with Mr. [redacted] response is that he cites again the fact that he says "After consulting with several civil, structural and geotechnical engineers they felt, based on the information given, that the cracking was "probably" not caused by the leaking of the pipe and they recommended the home be surveyed which would cost thousands of dollars."
Let it be known that none of the "civil, structural and geotechnical" mentioned by Mr. [redacted] have actually come to the property to see the site of the leak and the damages. Their consult has been based solely on pictures, which we find not satisfactory nor thorough.
Also Mr. [redacted] continues : "I personally contacted Mr. [redacted] and informed him that he should get his home owners insurance involved, because they have the team and resources already in place to objectively find the true reason for the cracking."
NUVIA insistence to utilize our home owner insurance instead of theirs has been troubling to us, why did they keep pushing back and not utilizing their insurance, which I would argue in the same way, must have all the resources and team in place to deal with incidents such as this one.
In my opinion, I will not be satisfied until NUVIA insurance complete's its investigation and I obtain a fare and unbiased report of what the extensive leak did to our house. Again, I want to reiterate that it's now been 5 months since the discovery of the leak and months since the installation of the product.

Initial Business Response /* (1000, 5, 2015/02/04) */
Good afternoon [redacted] and thank you for contacting me on behalf of our client. Upon receiving your email, I immediately tried to contact our client and did speak to Mrs. [redacted] on Monday evening, offering my assistance in correcting the...

issue. I, on behalf of Nuvia, apologized to Mrs [redacted] if her concerned was missed handled, as Operations Mgr for Nuvia, my goal is have all our customers 100% satisfied with their choice of having Nuvia protect their home and family and the buck stops here with me. I am currently waiting for a response from Mrs. [redacted] to schedule a date to have our technician go out to her home to address her issue.
Thank you once again for your attention to this matter.
Sincerely,
[redacted]
Nuvia Water Technologies Inc.