Valley Environmental Resources, Inc.

Veri has again reviewed this situation and we feel strongly that we have gone above and beyond what is fair and reasonable on this matter and misunderstanding. We honor every and all documented promises and commitments, and in this case there was nothing documented on multiple work orders and installation completion certificates. Also to note is that Veri does not ship customers used equipment. It is a service we simply do not do. The equipment will be disconnected and boxed up appropriately and all plumbing will be returned to its original working order. The customer simply needs to have it moved with the rest of their appliances and belongings to their new residence. Veri has agreed to perform the disconnect and box (work that Veri is in the business of doing) at no charge to maintain goodwill. The work was completed on 3/18/2015 and again was done at no charge to the customer. We have discussed this with the customer, they have accepted the free work and we feel that we have been more than fair and reasonable. We have faxed all necessary paperwork to you (Revdex.com) for your professional review. Veri wishes [redacted] and [redacted] a safe move and respectfully declines any other concessions on this matter.
Sincerely,

We have reviewed your request and before responding let's first address a few items. First, the system was purchased on January 15, 2014, which is 2 years ago.  We are aware that it is impossible to remember all the details of a transaction that long ago, let alone 2...

months ago so Valley Environmental Resources has a policy that has helped us obtain an A+ rating with the Revdex.com and that is we will comply with all written documented promises and work orders, therefore eliminating any and all confusion.  Here are the details of your transaction.  A canvasser in a company shirt and company badge collected a water sample from [redacted]at your home on 12/9/13. At that time she gave literature on our company and what we sell.  It includes the following statement " This test is not being conducted by the city or state agency... ".  Approximately 1 month later a representative called [redacted]and [redacted]greed to an appointment to have our company come out and do a demonstration of our products on 1/15/14 at 8pm. [redacted]nd [redacted] chose to purchase the product.  At that time a work order was completed and signed with all of the documented work to be done.  The system was not installed until the next day, when a completion certificate was completed and signed.  We then came back out to the house on 1/21/14 to do a full PR visit, check the system, get the finance paperwork completed, and finalize everything.  On NONE of those documents was anything noted or documented in any way to return to do any additional work, move the system, anything ( and there are spots on all the forms to document it, and all were signed [redacted] ).  All this being said we would like to help.  If you would like us to move your system simply call us and we will have a technician come out and give an free estimate of the charges and we will give you 20% off our already discounted customer rates.  Thank you for being our customer.  Thomas O[redacted]

[redacted], owner at VERI, and [redacted] came up with a good solution to this situation.  While we are not sure where the confusion came in on the initial call, [redacted] understands that we do charge for these services, both the disconnect and re-install.  Since [redacted] and his family just...

moved and is currently being hit with all the new move in charges, and due to the fact that his work is slow in the summer and picks up in the winter, [redacted] has agreed to do their new install at a discounted rate AND to take multiple payments over time to help out [redacted] and his family. VERI will be doing his reinstallation ASAP as it's important to his family that he has the good water for his family. [redacted] was very appreciative.

loving my new water system, water tastes great, feels soft, my hair and skin feel softer now.

We have reviewed your request and before responding let's first address a few items. First, the system was purchased on January 15, 2014, which is 2 years ago.  We are aware that it is impossible to remember all the details of a transaction that long ago, let alone 2...

months ago so Valley Environmental Resources has a policy that has helped us obtain an A+ rating with the Revdex.com and that is we will comply with all written documented promises and work orders, therefore eliminating any and all confusion.  Here are the details of your transaction.  A canvasser in a company shirt and company badge collected a water sample from [redacted]at your home on 12/9/13. At that time she gave literature on our company and what we sell.  It includes the following statement " This test is not being conducted by the city or state agency... ".  Approximately 1 month later a representative called [redacted]and [redacted]greed to an appointment to have our company come out and do a demonstration of our products on 1/15/14 at 8pm. [redacted]nd [redacted] chose to purchase the product.  At that time a work order was completed and signed with all of the documented work to be done.  The system was not installed until the next day, when a completion certificate was completed and signed.  We then came back out to the house on 1/21/14 to do a full PR visit, check the system, get the finance paperwork completed, and finalize everything.  On NONE of those documents was anything noted or documented in any way to return to do any additional work, move the system, anything ( and there are spots on all the forms to document it, and all were signed [redacted] ).  All this being said we would like to help.  If you would like us to move your system simply call us and we will have a technician come out and give an free estimate of the charges and we will give you 20% off our already discounted customer rates.  Thank you for being our customer.  Thomas O[redacted]

[redacted] First off let me express my concern for addressing your issue appropriately. We take ALL customer input seriously and we will review how special instructions are communicated to avoid future misunderstandings. The literature we left you was a blue sheet of paper stating who we are, what we do, and how to contact us and we give it to everyone that gives us a sample.  I do not believe that is the issue though.  You decided to do business with VERI and entered into a contract for us to do work as documented on a work order and you paid us accordingly.  Had there been any documentation of us doing additional work ( move, etc.. ) at no charge we would do so.  Had the move been of critical importance you surely would have noted it on at least one of the many documents you signed.  With thousands of customers and families moving every 4-6 years it would cost VERI over $ 1 million per year to move systems and we simply do not do free moves or service work unless documented. It's the equivalent of buying a car and then 2 years later asking for more services or products that are not stated anywhere.  Signed documented paperwork really is a great policy for companies. 
I am empathetic about your position as I too am a consumer that desires to be treated fairly, while understanding that I as a consumer have responsibilities as well.  I am also aware that moving is both stressful and expensive.  I mentioned a 20% discount previously and we are willing to honor that or $480, whichever is LESS for your complete disconnect and re-install.  That is below what it will cost us. We will also take multiple investments, 1/3 at time of service, 1/3 in 30 days, and 1/3 in 60 days to ease the financial stress and so you can enjoy all the benefits you love at your new home.  This is an overly fair and reasonable resolution. Please call me or our service department so we can make the arrangements.  Thank you kindly for being our customer.  Tom

Our family have been using the water softener for about 6 months now and its going pretty good. just like with everything else there will be pros and cons.

Pros: cleaner clothes, softer skin, cleaner home, less money spent on water bottles and good drinking water.

Cons: kind of pricey, have to maintain salt every month or so, and clean the salt tank every few months. that can be a pain in the butt.

When VER came and installed our system, they were very professional and knowledgeable of how the system worked. Installers took time and went over the basics of the system and how to maintain it. overall our family is happy with our system besides the cost of the system. I would recommend VER to family and friends if their interested in a water softener.

We are very happy with our full home water system from Valley Environmental Resources. Everyone associated with the company was very prompt, professional and courteous. Our system was installed the very next day after the sales call. The installers were very kind, professional, and flexible with us still unpacking from moving in and our dogs hounding them the entire time. They cleaned up after themselves, explained the system very well, and were willing to answer all of our questions.

I would and have recommended this system and service to anyone

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.In your email to me yesterday you told me to report to you if we were contacted by the company we made a complaint about. We were just contacted by [redacted] the general manager attempting to come up with a solution. He informed us they would uninstall it for free and box it up for free but not ship it. We are still not happy about this outcome however it doesn't look like we will be able to get any farther with this company. [redacted] informed us that the representative that we talked to [redacted] and him met and [redacted] reported he never told us what he told us. [redacted] informed us that it is our fault for not making sure this was on the contract. Regards,[redacted]

I am very happy with the system that I had installed. I no longer have to buy bottled water. Skin, hair are now not dry, but soft.and the soaps and cleaner the give you all work very good. the people who installed were all very nice. would recommend this company to any one.

To give you our story in short:

My husband and I live on a very tight budget: I’m a teacher and he works security-That should say it all!

My husband and I were happy when a representative (Kevin) from Valley Environmental Resources Inc. came to our home and offered to test our water for free. We were especially ecstatic when they offered us a free $25.00 gift card just for participating. On top of that, they would send someone out to educate us on our water result. My husband and I thought the gift card would be a huge help to our new home!

Little did we know, what would be our biggest help and relief of all, was yet to come:

Gary came to our house to help us understand exactly what our water results meant and to further educate us on the benefits of this product.

We were completely astonished, surprised, and overwhelmed, not only at the results of our water test, but from the benefits of CLEAN water!

Gary demonstrated how soft water could clean things inside of our house (shower glass doors, calcium build-up on appliances and faucets, and much more)! Literally, we were sold after that!

The next morning, at 8am, the installation began. Shortly after that, we used our new cleaning products and soft water and began scrubbing; the kitchen sink, countertops, shower glass doors, shower floor, bathtub, bathroom sinks, tile grout, etc.

We are extremely satisfied with this company (from beginning to end) not only with the product but the knowledge and care of the people who represent it!

Thanks Valley Environmental Resources!

All the best from your satisfied customers,

Mitchell and Katie

Bob gorman the representative was really nice from the beginning, the product itself makes a lot of sense, for me and my wife it was a no brainer to go with the factory direct option. So far the difference between the water that came out at home has been huge. Really happy with the decision.

Just had a very amiable conversation with [redacted].  We had [redacted] in our computer for September with a note to call earlier when we have an opening ( which happens constantly).  We understand her time concerns and make it a priority to take care of our customers promptly. In her case we...

moved her up to this Sunday at 10am which she was quite happy with.  If part of the system (transformer) or something that we did caused the power problem we will also be fixing that at no additional charge as well as replacing her 4 filters and doing our annual maintenance on both systems.  We discussed all the aspects of the annual service and that it is not just a filter change. We sanitize the system, check and replace fittings if needed, calibrate the systems, run water tests, and more to ensure the systems are operating at optimum levels.  After reviewing all this she agreed to our discounted charge of $135 for the first year as she is part of our customer loyalty program.  She was agreeable and pleased with the solution. Thanks for being our customers [redacted] and [redacted] and we will see you Sunday.

[redacted]:

While the resolution is not satisfactory, it is clear that neither the [redacted] or the business intend to assist us any further.  Again, the issue was not with the product, the service, or the technicians, but instead that we were left high and dry when trying to move the system.  While I may have failed to remember certain information correctly, the response came off as facetious and disingenuous.     

Thanks.[redacted]

I really enjoyed the presentation as the presenter was not pushy. Everything stated to me in the presentation was accurate. Overall, all the products are great, my daughter and I have sensitive skin and we no longer leave the shower red and dry. The laundry detergent has no smell which for me is bad as I like my clothing to smell fresh therefore I do have to add fabric softner but all other products have measured up.

Valley Environmental came out to our house and I have to say the experience was nothing but positive! Our agent was so professional and informative. We are loving the improvement to our skin and hair, and I no longer feel bad about offering guests our water at dinner. Absolutely recommend this company and their services. Thank you!

Brigette from Valley Environmental Resources, Inc came to our door stating they wanted to test our water. She wore identifying shirt representing the company and identified herself as such. However the wording at the door was that she was testing water in the city of Mesa. Our assumption, since we recently had water issues, was she was hired by the city itself. We asked if this was for the city. Her exact words were " We are testing in the city of Mesa." However, she did not say YES or NO. She skirted around the answer and my husband did not realize she was being fraudulent. She said she was giving us paperwork. And asked for our name and phone number. The paperwork was handed to us at the end and she thanked us and walked away. The paperwork shows we were participating in a complimentary water testing and that we didn't need to purchase anything. They hoped we would consider them in the future. It stated the test is not being conducted by the city, state, laboratory or university. However we specifically asked that question. She never represented herself as a salesman. Never told us she was selling a product. We have no soliciting signs posted. When asked if there was a problem with the water and if she was testing for the city of Mesa she did NOT say no, she also answered in a way that deceived us into thinking that she was working for a company asked to do this by the city. We did not realize until we were handed the paperwork and looked up the company.

When I first got a call from a sales person, I almost hung up. However, they said that I had been referred to by my sister and her husband. Then was offered a $25 gift card to have someone do a demonstration. I agreed, with the expectation that I was going to watch, but not buy. By the end of Roy's presentation, I asked "where do I sign?!" I knew the quality of water in our area was bad, so the demonstrations were not that surprising. What sold me was the money and time SAVED by using less cleaning products. That and the environmentally friendly soap package that came with it. What a deal! My parents and grandmother had identical systems installed into both of their houses within a week of ours! We sure can see and feel a difference almost immediately! Roy the initial salesman, and Bob, the follow-up inspector, were both great to work with and so helpful!

Thank you for your request and I'm glad we were able to move to a solution today when we spoke. After listening to your concerns I also appreciate that you listened to our position and the multiple checklists that we go through to eliminate this from happening.  We have thousands of...

customers and we comply with every written documented promise stated.  The free disconnect, box and move were not listed anywhere on the work order, the installation completion sheet, the PR checklist, or any other document anywhere. That's very surprising to us as those signed documents are very thorough and there's multiple places that any and all promises or agreements would have been stated.  Please understand that hundreds of our customers move yearly and it is not our policy to do free service work or moves. We also discussed that [redacted] has an impeccable track record with us and his paperwork is excellent so you can understand that this came as a surprise to him as well.  All that being said, we are glad that you accepted [redacted]'s offer to pay for the disconnect and box for you.  This means that we will do the work at no charge to you, as you said [redacted] promised.  Unfortunately we do not ship our customer's equipment for them and as stated in our presentation "If you should move simply take it along with you like you would any other appliance".  Our installers will properly box and package the equipment so your movers can move this appropriately. When you get to your new home please feel free to contact our technical department so they can assist your plumbers with any questions or concerns on the install. [redacted] and VERI would like to extend you good wishes for a safe and non-eventful move and continued enjoyment of your high quality water and thank you again for coming to a resolution with us today.  Sincerely, [redacted]

I am so happy with my water treatment system, I love it! I like that I now have drinking glasses that are spotless. My hair doesn't require conditioner and my skin isn't dry anymore. The water tastes amazing my kids ages 7,6,and 5 noticed the difference, they are drinking more water now. I really appreciated the fact that Bob was so kind and honest with me with all my questions. The installation was fast and no mess was left.