Arizona Environmental Progress, Inc.

We purchased the system in mid October. I wanted to wait until we had used the system for a few months before writing the review. Since we have been on the system, we have not purchased any cleaning products as the General Purpose Cleaner and the Deodorizing Cleaner work very well. We haven't purchased any glass cleaner as plain water works by itself. Outside of the obvious benefits to using soft water, we have shut off the heated dry on our dishwasher. We just open the door once the load has completed and let it air dry. It is amazing how sparkling glasses and silverware are without the heated dry. This has also lowered our electric bill.

The installers were very professional and did an amazing job. The soldered joints are very clean, level and look as if they were done when the house was built.
Jim and Diana Partney
Casa Grande, AZ

I'd like to answer this complaint in a letter but can't print complaint to do so, is it possible for you to fax this complaint to [redacted].

I recently was approached by a door-to-door rep who claimed she was hired by the city to test our water. I asked for ID and she had an official looking laminated badge that had the initials D.O.H. which I assumed was Dept. of Health..She asked for a sample and my contact info. Then as she was leaving gave me a pamphlet where it's buried that it was for sales purpose and they have a Revdex.com logo implying they are outstanding. I was felt I was tricked and misled. When I called the manager, he was defensive and came up with various legal reasons why they were within bounds and tried to blame the rep. It was clear this is a top-down issue and management is supplying reps with this misleading approach. If they are this sleazy with their sales pitch, I'd hate to see how their service and products hold up.

I am writing to apologize to Mrs. [redacted]  for the experience she h ad with our company.  Our founder [redacted] and  I pride ourselves and our company of 48 years on making our customers our #1 priority.   From day one he insisted and put in place a program  (when...

there were no computer!.) so that we in Phoenix and all our distributors nationally would contact our customers through phone contact, mail or actual visit to their home to inform them that our "Customer Is Our Most Important Asset". Below are the steps of our "Customer Care Program":

1. The day after your purchase of our complete whole house water treatment equipment we mail all our customers a welcome letter from our office here locally in Phoenix, Arizona.

2. The night you purchase your complete home water treatment (mostly) myself or one of our managers welcomes and thanks you or your husband for your decision to join our "Clear Water Family".

3. The day of your installation and at  completion, our  installation  crew calls our office  as we'd  like to "Thank  You" once again  and  answer any questions you  might have. The call is to make sure if you have any questions you can ask  them  then, and also to ask  if you or your  husband  could  rate  our  installers and  their workmanship. Make  sure our installers did their usual great job, plus clean up after themselves, explained the system to you or both you and your husband.  We want to make sure they explained the soft and hard water bibs, what your pressure was, install a pressure regulator (if necessary) in your home at no charge.  We also in stall a leak controller in every home to protect your home should the pressure rise to a dangerous level we want to make sure your Reverse Osmosis and your home are protected and the water automatically turns off, that also is installed at no charge.  Though problems can come from any leak under your sink;  faucet, sprayer faucet, garbage disposal , hot "lnsta" water or even any bottle spill. One of our company goals is to do more than we promised and always go the extra mile with all our customers.  We test your water hardness before we leave, we log that in our records, most homes are one to zero grain soft water before we leave the home.  Mr. and Mrs. [redacted]'s water tested zero soft that day even before our  installers left their home.  We talked to Mr. and Mrs. [redacted] and they both signed the form that they were aware that there system was working perfectly and was zero soft the day of their install.

4. Your representative, the person that introduced you to our company and showed you and your family our demonstration sends you a "Thank You and Appreciation Card".

5. Within 5 to 7 days we visit every customer in their home, we always schedule this visit for both husband and wife to be home as we promised we would come and meet in person. When Mr. Gunn our Customer Care Manager came to visit Mr. and Mrs. [redacted] on November 8, 2012 their system was working and still tested zero soft, both Mr. and Mrs. [redacted] were home and acknowledged that questionnaire and visit. We visit to answer any questions they might have, ask how all our company represenatives were from our first to our last. Chat for a bit and get to know you both and your children.

6. Water Resources International, Inc. (our factory) sends you another letter to reassure you once again that we appreciate you and your family so you will have their information also, it an 800 number (###-###-####).

7. On your first year anniversary and every year after that we send you a reminder in the form of a letter or flyer.  If our customers don't call us within 3 to 5 days we call them. Our program after 5 days sends out another notice as we know now day's people are so busy.  We still call again several times as a reminder so we can take care of changing those  filters.

8. Another way for our customers to contact us is to call the financial institution that financed their contract in Mr. and Mrs. [redacted]'s case that was PCI. We have a long standing relationship with all our finance companies. Our finance companies call our customers after their installation to verify their financing agreement and to make sure they have their number and ours. I called their office to ask if Mr. or Mrs. [redacted] had expressed their problem with them on their system and they said no, nothing was mentioned at any time that their was a problem and if they had they said they would have communicated that to us.

9. The paperwork left in your home has our main number and address on it, your representative left you his/her business card and the owner's manuals have the factory phone number on it.  The reverse osmosis installed under your sink has a sticker on it with Arizona Environmental Progress phone number on it and the Hydro Quad processor whole house water treatment does also.  Every letter we send has our numbers on it.  The flyer we send at 12 months and every year after that has the direct number to our Customer Care Department.

Our Customer Care Manager has been with us for 30 yea rs and every day she removes messages that she's received from the time she leaves the previous night at 6:00 pm, she takes a 30 minute break for lunch. Ca lls all customers and leaves messages not once, two or three times. If no contact is made she saves those that she or her partner didn't talk to and they call a few more times. Once again I am sorry that our system failed you but we do everything possible to make a connection with all our customers from the very beginning and forever after that.

Mr. and Mrs. [redacted] we are working owners, I myself work til 9:00pm or later every night, Saturdays from 9:00 am til 3:00 or 4:00p.m.  But we are open earlier and close later than most companies and my hours for sure.  We answer our phone for 12 hours a day, 5 days a week and Saturday 8:00am to 6:00 pm on our main number ###-###-#### .  Before and after that there are three numbers you can call for emergency or urgent matters , the first is my number, the other two is a manager of 17 years Gloria and [redacted] of 30 years.  Other than that for your Customer Care line so you and all of the other customers can go directly into that department for filter changes, salt and soap delivery or any other questions call ###-###-####.

Ms. [redacted] I wish I could talk to Mrs. [redacted] about her account but she needs to contact Preferred Credit Inc. at ###-###-#### as her payment history I s personal and confidential.  Our responsibility to our customers is to make sure our unit perform s as we promised.  Mr. and Mrs. [redacted]'s unit was workin g right after we installed their unit and when our Customer Care Manager visited a week or so later.  We are available almost 24 hours to take care of our customers and always will be.

M r. and Mrs. [redacted] your system problem when we came out at you r one year anniversary was that your meter cable had been unplugged accidently after we were there at your house when we originally installed your system. It happened sometime within that year of course by accident we're sure but your system was working perfectlly when the installers completed your system installation and on November 8th when Mr. Gunn visited their home. We hadn't been there for one whole year and received no calls that you felt your system wasn't working. It must have been working for quite a while as you mentioned you were continuously pouring bags of salt in your system. If your system had not been working the salt wouldn't have melted, because the system wouldn't have been regenerating or doing its job. Plus if that wasn't happening the salt wouldn't have just sat in the brine tank and all that salt would have filled your brine tank and spilled on the floor. Six to seven bags fills your tank to the top

When you talked to [redacted] about moving your system and you were surprised at the price, I understand that could happen, but the installation we would offer at no charge is your first one when your purchased your system. We do recommend that our customers get another bid if they'd  like.  Most all other companies install softeners they do a normal installation, we do a complete installation so beware their bid will automatically be much lower then ours.

We do have a lot of options for our customers, and we really try to help in any way to accommodate their needs:

1. Is to just allow us to unhook the unit and they can take it along with them to their new residence with all the rest of their appliances.  We strongly and adamantly recommend  not to leave either one of these systems sitting without water going through them, as they cannot sit for long and be effective.  The reverse osmosis filters definitely have to be changes again before anybody drinks water out of them.

Ms. [redacted] we do not say or imply to anybody that their water is unsafe but no one with any reverse osmosis and including ours should not use the same filters in your reverse osmosis if they have been sitting for any length of time without water running through them. You can have anyone install your system, we recommend that we come out to check to make sure it was installed properly so we can still guarantee our products.  We suggest they can contact a plumbing company and get a bid to make sure as in Mr. and Mrs. [redacted]'s case; make sure the pool is not on soft water and to clarify that their bid includes soft and hard water bibs for the front and back yard or they will be watering their plants and trees with soft processed clarified purified water.  Soft water most likely will kill your grass and plants.  We recommend they ask if the company will install a leak protector at no charge and a pressure regular if needed.  We do a complete installation and not a normal installation.  Most all other companies charge by the hour and charge for any extras we don't.

Also we will work with our customers on terms for paying for the installation, something down, then 4 or 5 payments after first payment. We have to inform our customers if they are moving  into a rental home, we advise them to get permission to install and then remove their system when they move as the owner of the rental home can keep the unit.

The price for changing your filters is $79.00 (for all 4 filters) and $82.50 for the service call. Mrs. [redacted] purchased  a quart bottle of Hydro Rinse for $15.00 and we delivered a complimentary 40 lb bag of salt. Total service including tax was $181.05.  Every customer can change their own filters and we offer to service their own reverse osmosis the first time they could observe how to change the filters themselves. Almost  I 00% of our customers do not want to take this method because we do a very extreme maintenance, unlike most companies.  They can then pick up the filters here and take care of their own filter changes themselves.  But we cannot be responsible if they do not sanitize the canisters or that our product will work.  Nor can we be responsible for any leaks of any sort.

[redacted] will contact Mr. and Mrs. [redacted] in the next few days to provide them with options to resolve this matter.  We have worked extremely hard to develop a product that we are very proud of and ask Mr. and Mrs. [redacted] to please allow us to continue to take care of them because that is our responsibility to them and to our company.  Thank you Ms [redacted] for allowing us to respond to this matter and look forward to a positive outcome for all parties involved

This business approaches you at your home in a manner that makes you feel like they are a government agency wanting to test your water. If you let them in they do test your water and they show you how bad it is, which it is bad. I bought their system thinking it was a good thing for my family and an investment for our house. The system only lasted for less then 3 years and it went bad. I had black water coming from the faucets and in my toilet coming from the filter tank in the garage. It stained my toilets and sinks and we felt sick from drinking the water. I called them up to report it. At first the customer service manager told me that it doesn't usually happen in a system less then 10 years old. She said it was most likely the tank and that it would be replaced because it was under warranty. She told me there would be a $30 return to manufacturer charge and that was it. I questioned her about why I would have to pay a charge and she said "If you bought a washer and dryer from sears you wouldn't get by without paying". I told her it was under warranty and that I shouldn't have to pay a charge to return something that went bad. She said once I bought it from them it wasn't their responsibility, it was up to the manufacturer. The thing is, I think this is just a front business for the manufacturer because their address is the same address as the manufacturer's address. I think they are the manufacturer. She then started telling me that all I wanted was free stuff. I asked her if I could return the system because I wasn't happy with it and she changed her story. She then said that I didn't want to go there because a lot could happen between 2011 and now. She tried to say that I didn't keep salt in the system and that may be why it failed. I told her I always kept salt in the system but I felt like she was coming up with excuses as to why they are not responsible and didn't need to back up the product they sell. I told her I didn't think I should have to pay anything for a system that failed and was under warranty. She asked me why I was being so mean to her. She became very unprofessional and I asked to speak with her manager. She told me she was the manager and wouldn't let me speak with anyone else. I told her to send the service tech out to fix it because I can't have a system putting out black water that makes my family sick. I then hung up on her because she was untrustworthy and unwilling to treat me like a customer should be treated. The service guy came today to fix the system and he charged me $113.50 for the manufacturers return fee and a service charge that I wasn't told about. I paid it because it was the only way to get the system in proper working order. He said if it wasn't under warranty it would of cost me over $500, he also said there is always a service charge. I called up to find out why I was getting charged for a service call and why they didn't tell me about that on the phone when I called. It was the same person I talked with before and she said that she did. She didn't because we never got past the $30 return fee. But in her notes she wrote down that I was upset about the service fee. Even her notes weren't right, because she never mentioned the service fee. The price she told me on the phone when I reported the problem was $30 and that was all. I found this company very unprofessional, shady in the way they do business. They don't back up their warranty, and they hide behind their front business so that they don't have to take responsibility for their product. This system cost me around $6000.00 and it didn't last 3 years. When I asked if I could return it she flat out said no and gave me excuses as to why "I didn't want to go there". When I asked to speak with her manager she said she was the manager and wouldn't let me talk to anyone. She accused me of wanting free stuff when all I wanted was to have my system fixed so my family didn't get sicker. I will never do business with this company again because they are terrible people and their product is over priced and isn't any good. After dealing with them I really wonder if the system tank in our garage was even new when it was installed. When she told me they usually don't do that for 10 years and it happened in less then 3 it makes me wonder about them using used equipment. And because of the way I was treated makes me think they are exactly the kind of people and company that would do just that. I don't recommend the Arizona Environmental Progress company to anyone. They take your money but they treat you badly and offer a bad product that can make your family sick.

Gave them a sample of my water with a promise to share results with me. When the results came back, they contacted me wanting to schedule an appointment to share the results. Being aware that they sell water processors, I asked if this was going to be a hard sell for their equipment in order to get my results. I told them if they wanted to leave a brochure with me, that would be alright - but I did not want to listen or want to sold any of their equipment. I was assured this would not happen and went ahead and scheduled an appointment. Well, when Bob Daniels, the salesman, arrived, he immediately started to show and explain to me about all their 'wonderful' products/equipment, telling me that the bottled spring water I drink was not good. I twice interrupted him and explained that I'm only interested in the test results today as I was promised when scheduling the appointment. On the third time he quickly got out his notes and read off some numbers so quick I didn't even have a chance to write them down. That was the last straw. I gave back his business card sheet and asked him to leave which he did without any issues. This experience was like the "free vacation in Hawaii" if you agree to their high pressure sales pitch.... not what I expected and certainly not what I was promised. I talked to the owner, Dorella F[redacted], whose excuse was they were training the woman who set up my appointment and was just a "misunderstanding". Don't waste your time if it is valuable.

The following morning I moved into my brand new home, I was awakened by a young lady who asked for a water sample. She claimed she intended to use the water sample to give us an idea of what our water levels were. I provided. Big Mistake.

A little more than a month later and several calls that were avoided, the company PERSISTED on sending an salesman out on a SATURDAY... in an attempt to show us our water was bad, and attempting to up sell water softeners.

HERES THE PROBLEM. I blocked their telephone number after the SECOND TIME they called. Could they not take the hint I was not interested in their services/gifts they had to offer?

They send their best on a Saturday (I am asleep and assuming this is a delivery of products I ordered online).

I am writing this as the sales man sits in front of me with his water samples.

I have to work today.

If you buy a new home and are approached by someone offering water test... please close your doors.

I intend on calling their management Monday (since apparently their business is closed)

First, thank you for all your reviews. Secondly, I've not gone as far in the process as everyone else, but I have some serious concerns...what will be done with my information & how many harassing calls I may receive.

Here's my story: About 30mins ago, a young lady came to my door asking for a water sample. (something clicked in my head telling me to avoid this & send her away - but I didn't) I asked HER preliminary questions: Are they trying to sell a product, what do they do with the information I give them & what kind of questions will they be asking me - because I may not be willing to answer. (I was off to a good start protecting myself & my information.)

To answer me, she showed me her form & explained the questions & assured me they will not sell or use my info for any other reason, so I let her continue. I was okay answering name, address & phone, Why? I do not know.

I had warnings...she did said & ask things that did not line-up with normal business practices. For instance, in her 'sch peal', she asked for my husband's name(!) - of which I refused to give - &told her I see no reason for them to ask. She also said, "We come around every year". I said, "Oh, I've been here 13 years & I've never had this done." She acted "caught". I should've stopped her right there, but I (unwisely) let her continue.

After reading these reviews, my concerns are confirmed. I am certain it was the wrong decision & I'm disappointed to read how badly their business practices are & have been.

After the girl left, I came to my computer, only to find what I was sensing was true...I should've refused to talk to her. It's an irritating mess I will need to clean up.

(Now I will have my fax answer that number. Thanks again for the reviews.)

By the way...I rated the likeliness of recommending this business to anyone I know - a ZERO - NOT AT ALL LIKELY

The computer keeps changing to 5 NEUTRAL. Hopefully, you see Not At All Likely.

I had one of their home water softeners installed in my home. On the day of insulation, the installers turned on the main water line too early. A worker was still in our attic attaching the water softener line to a water line in the attic. Water ended up leaking through our ceiling. I immediately tried contacting a manager on duty. I called three emergency contact numbers but no answer. I asked one of the workers for a contact number to their manager. They informed me to call the main office. It was a weekend so the office was closed and I could not get a hold of anybody. About 1 hour later, one of the employees approached me and gave me his phone to speak to his manager. She basically informed me that it was a holiday weekend and she could not get anybody to our house to fix the damage. She said she would call me back but I never received a call.

We ended up calling our insurance company to assist us with the issue. We ended up calling a company to help us dry out our attic. Environmental Progress never called to follow up with our problem and now our insurance company is having problems collecting from them. We had to pay a $500 deductible to our insurance company. It's been about 3 months now and I'm waiting for an answer to see whether they will be paying for the damage they caused to our home. Don't trust this company and I would not recommend this company to nobody.

They show up at your door in an effort to appear official or related to the state of Arizona. They ask to test your water in regards to the environment, and they request your information to follow up on the test results. At no point do they make it clear to you that they are actually trying to sell water filters, and their effort has literally nothing to do with Arizona or "Environmental Progress". It's just a sleezy sales tactic.

A woman knocked on my door late one evening asking for a water sample. She identified herself and flashed a badge. I wrongly assumed that she was from a govt agency. My bad. A few days later I got a call requesting to set up a follow up visit so I could get my results and receive a $25 gift card. I turned them down and expressed my concern that someone was going to come into my house and sell me something. [redacted] assured me that they would leave me a copy of the results and the gift card -- that's it.

A nice woman came, delivered the results, and 90 minutes later we had to ask her to leave.

This is not an honest company. I recommend that when collecting water samples, they _start_ by saying they sell water softeners. When they make the follow up call, say that the $25 gift card is for listening to a 90 minute presentation. I'm particularly disappointed with [redacted] because, given my hesitations, he shouldn't have sent the woman over.

Review: I have been very dissatisfied with my customer service and my products from [redacted] since we purchased it in November 2012.

After the initial installation, I did not notice any of the benefits that our sales person talked to us about. I also noticed that we were not using any salt. The water from the drinking water system did taste better. When the representative came out to do a water test a few weeks after the installation, he tested the drinking water only, not the whole house water.

[redacted] contacted me at the one-year point by and set up an appointment for our 1-year check up and filter change. My husband met the technician at our home and the technician discovered that the salt intake was not installed properly and our water was still hard. I started having to fill the salt receptacle with about a bag of salt every month to 3 weeks after this. So we essentially did not have a working system for a whole year, during which I purchased an new washing machine, refrigerator and dishwasher. I assumed all of these appliances were being protected by my water softener. I tried to call [redacted] 2 times after this appointment to complain about this: we had a water softener installed that has not been doing anything for our water, our pipes or our appliances. I left a message for her to call me back the first time that I called. A week later, when I still hadn’t received a call back, I called again and described the problem over voice mail. I STILL did not receive a call back – even stating that I was dissatisfied over the voice mail!

In March of 2014, we decided to sell our home and move to a different school district. I called [redacted] to ask what needed to be done to disconnect and plan to move the system. Again, I left a message for [redacted] on voice mail and was never called back. We had our counter tops replaced in April and they disconnected the drinking water system under the sink. I boxed it up for storage because I had not heard anything from [redacted] about this process.

Our move date was scheduled for July 1, 2014. We wanted to take our water system with us. I tried calling several times to coordinate this as the move date drew closer. I never received a call back from the several messages I left for [redacted]. Let me reiterate - I had to call several times and leave messages with [redacted] and my calls were not returned. I had to have some plumbing work done as part of our inspection results. On July 17 (3 weeks after I had moved out), I called again because the plumber offered to disconnect our system as part of his work. So I called [redacted] again to check on the process of moving the water treatment system. I chose to wait on the line for her to finish with a customer to answer my call so that I could be sure to speak to someone this time.

She informed me of the cost associated with moving and re-installing the equipment into our new home. I was a little taken aback at the amount to perform this as [redacted], our sales person, made it sound like this was a complimentary service provided by [redacted]. That aside, in the course of the conversation, [redacted] asked me how long the drinking water system has been uninstalled. When I told her since April, she became very concerned and told me that the filters probably had mold in them and that I would need to replace them at $89. These were new in November, at which time I had paid for them, my system re-charge and proper installation of the salt intake mechanism, $189. A grand total of $278. When I told [redacted] that I had called several times before the counter top installation to check on the proper procedure for removing the equipment and was never called back, she did not apologize. She did say that she would talk to the owner about compensating us for the filters. I then proceeded to tell her how unhappy I have been with the customer service that we have received from [redacted], detailed in the paragraph above. The contractor working on my house interrupted me in this conversation with [redacted]; I told her that I would have to call her back at a more convenient time. The bottom line is that I am not happy with the customer service I have received or the products that I have purchased from [redacted].

I have begun to research [redacted] to file a formal complaint with the Revdex.com or the [redacted] or [redacted]. I have discovered that while [redacted] and Arizona Environmental Progress is a member of the [redacted], the products are not certified by [redacted]. The products and the company names do not return a result during a search of the [redacted] website of certified products. In continuing my research, I cannot find evidence of the products that [redacted] produces being designed and manufactured according to any industry standards, like ISO or ANSI. This letter will be posted on the Revdex.com website as a formal complain against [redacted] and Arizona Environmental Progress.

I am extremely unhappy to discover that the products I trusted to provide drinking water to my family may not be safe. I would like to return all of the equipment and request a full refund of my money. If this request is not considered seriously, I plan to contact my lawyer. Please schedule a time when the equipment can be picked up, cancel our contract and please let me know when I can expect return of the money I have paid for the system to this point.Desired Settlement: I would like to return all of the equipment and request a full refund of my money. If this request is not considered seriously, I plan to contact my lawyer. Please schedule a time when the equipment can be picked up, cancel our contract and please let me know when I can expect return of the money I have paid for the system to this point.

Business

Response:

I am writing to apologize to Mrs. [redacted] for the experience she h ad with our company. Our founder [redacted] and I pride ourselves and our company of 48 years on making our customers our #1 priority. From day one he insisted and put in place a program (when there were no computer!.) so that we in Phoenix and all our distributors nationally would contact our customers through phone contact, mail or actual visit to their home to inform them that our "Customer Is Our Most Important Asset". Below are the steps of our "Customer Care Program":

1. The day after your purchase of our complete whole house water treatment equipment we mail all our customers a welcome letter from our office here locally in Phoenix, Arizona.

2. The night you purchase your complete home water treatment (mostly) myself or one of our managers welcomes and thanks you or your husband for your decision to join our "Clear Water Family".

3. The day of your installation and at completion, our installation crew calls our office as we'd like to "Thank You" once again and answer any questions you might have. The call is to make sure if you have any questions you can ask them then, and also to ask if you or your husband could rate our installers and their workmanship. Make sure our installers did their usual great job, plus clean up after themselves, explained the system to you or both you and your husband. We want to make sure they explained the soft and hard water bibs, what your pressure was, install a pressure regulator (if necessary) in your home at no charge. We also in stall a leak controller in every home to protect your home should the pressure rise to a dangerous level we want to make sure your Reverse Osmosis and your home are protected and the water automatically turns off, that also is installed at no charge. Though problems can come from any leak under your sink; faucet, sprayer faucet, garbage disposal , hot "lnsta" water or even any bottle spill. One of our company goals is to do more than we promised and always go the extra mile with all our customers. We test your water hardness before we leave, we log that in our records, most homes are one to zero grain soft water before we leave the home. Mr. and Mrs. [redacted]'s water tested zero soft that day even before our installers left their home. We talked to Mr. and Mrs. [redacted] and they both signed the form that they were aware that there system was working perfectly and was zero soft the day of their install.

4. Your representative, the person that introduced you to our company and showed you and your family our demonstration sends you a "Thank You and Appreciation Card".

5. Within 5 to 7 days we visit every customer in their home, we always schedule this visit for both husband and wife to be home as we promised we would come and meet in person. When Mr. Gunn our Customer Care Manager came to visit Mr. and Mrs. [redacted] on November 8, 2012 their system was working and still tested zero soft, both Mr. and Mrs. [redacted] were home and acknowledged that questionnaire and visit. We visit to answer any questions they might have, ask how all our company represenatives were from our first to our last. Chat for a bit and get to know you both and your children.

6. Water Resources International, Inc. (our factory) sends you another letter to reassure you once again that we appreciate you and your family so you will have their information also, it an 800 number (###-###-####).

7. On your first year anniversary and every year after that we send you a reminder in the form of a letter or flyer. If our customers don't call us within 3 to 5 days we call them. Our program after 5 days sends out another notice as we know now day's people are so busy. We still call again several times as a reminder so we can take care of changing those filters.

8. Another way for our customers to contact us is to call the financial institution that financed their contract in Mr. and Mrs. [redacted]'s case that was PCI. We have a long standing relationship with all our finance companies. Our finance companies call our customers after their installation to verify their financing agreement and to make sure they have their number and ours. I called their office to ask if Mr. or Mrs. [redacted] had expressed their problem with them on their system and they said no, nothing was mentioned at any time that their was a problem and if they had they said they would have communicated that to us.

9. The paperwork left in your home has our main number and address on it, your representative left you his/her business card and the owner's manuals have the factory phone number on it. The reverse osmosis installed under your sink has a sticker on it with Arizona Environmental Progress phone number on it and the Hydro Quad processor whole house water treatment does also. Every letter we send has our numbers on it. The flyer we send at 12 months and every year after that has the direct number to our Customer Care Department.

Our Customer Care Manager has been with us for 30 yea rs and every day she removes messages that she's received from the time she leaves the previous night at 6:00 pm, she takes a 30 minute break for lunch. Ca lls all customers and leaves messages not once, two or three times. If no contact is made she saves those that she or her partner didn't talk to and they call a few more times. Once again I am sorry that our system failed you but we do everything possible to make a connection with all our customers from the very beginning and forever after that.

Mr. and Mrs. [redacted] we are working owners, I myself work til 9:00pm or later every night, Saturdays from 9:00 am til 3:00 or 4:00p.m. But we are open earlier and close later than most companies and my hours for sure. We answer our phone for 12 hours a day, 5 days a week and Saturday 8:00am to 6:00 pm on our main number ###-###-#### . Before and after that there are three numbers you can call for emergency or urgent matters , the first is my number, the other two is a manager of 17 years Gloria and [redacted] of 30 years. Other than that for your Customer Care line so you and all of the other customers can go directly into that department for filter changes, salt and soap delivery or any other questions call ###-###-####.

Ms. [redacted] I wish I could talk to Mrs. [redacted] about her account but she needs to contact Preferred Credit Inc. at ###-###-#### as her payment history I s personal and confidential. Our responsibility to our customers is to make sure our unit perform s as we promised. Mr. and Mrs. [redacted]'s unit was workin g right after we installed their unit and when our Customer Care Manager visited a week or so later. We are available almost 24 hours to take care of our customers and always will be.

M r. and Mrs. [redacted] your system problem when we came out at you r one year anniversary was that your meter cable had been unplugged accidently after we were there at your house when we originally installed your system. It happened sometime within that year of course by accident we're sure but your system was working perfectlly when the installers completed your system installation and on November 8th when Mr. Gunn visited their home. We hadn't been there for one whole year and received no calls that you felt your system wasn't working. It must have been working for quite a while as you mentioned you were continuously pouring bags of salt in your system. If your system had not been working the salt wouldn't have melted, because the system wouldn't have been regenerating or doing its job. Plus if that wasn't happening the salt wouldn't have just sat in the brine tank and all that salt would have filled your brine tank and spilled on the floor. Six to seven bags fills your tank to the top

When you talked to [redacted] about moving your system and you were surprised at the price, I understand that could happen, but the installation we would offer at no charge is your first one when your purchased your system. We do recommend that our customers get another bid if they'd like. Most all other companies install softeners they do a normal installation, we do a complete installation so beware their bid will automatically be much lower then ours.

We do have a lot of options for our customers, and we really try to help in any way to accommodate their needs:

1. Is to just allow us to unhook the unit and they can take it along with them to their new residence with all the rest of their appliances. We strongly and adamantly recommend not to leave either one of these systems sitting without water going through them, as they cannot sit for long and be effective. The reverse osmosis filters definitely have to be changes again before anybody drinks water out of them.

Ms. [redacted] we do not say or imply to anybody that their water is unsafe but no one with any reverse osmosis and including ours should not use the same filters in your reverse osmosis if they have been sitting for any length of time without water running through them. You can have anyone install your system, we recommend that we come out to check to make sure it was installed properly so we can still guarantee our products. We suggest they can contact a plumbing company and get a bid to make sure as in Mr. and Mrs. [redacted]'s case; make sure the pool is not on soft water and to clarify that their bid includes soft and hard water bibs for the front and back yard or they will be watering their plants and trees with soft processed clarified purified water. Soft water most likely will kill your grass and plants. We recommend they ask if the company will install a leak protector at no charge and a pressure regular if needed. We do a complete installation and not a normal installation. Most all other companies charge by the hour and charge for any extras we don't.

Also we will work with our customers on terms for paying for the installation, something down, then 4 or 5 payments after first payment. We have to inform our customers if they are moving into a rental home, we advise them to get permission to install and then remove their system when they move as the owner of the rental home can keep the unit.

The price for changing your filters is $79.00 (for all 4 filters) and $82.50 for the service call. Mrs. [redacted] purchased a quart bottle of Hydro Rinse for $15.00 and we delivered a complimentary 40 lb bag of salt. Total service including tax was $181.05. Every customer can change their own filters and we offer to service their own reverse osmosis the first time they could observe how to change the filters themselves. Almost I 00% of our customers do not want to take this method because we do a very extreme maintenance, unlike most companies. They can then pick up the filters here and take care of their own filter changes themselves. But we cannot be responsible if they do not sanitize the canisters or that our product will work. Nor can we be responsible for any leaks of any sort.

[redacted] will contact Mr. and Mrs. [redacted] in the next few days to provide them with options to resolve this matter. We have worked extremely hard to develop a product that we are very proud of and ask Mr. and Mrs. [redacted] to please allow us to continue to take care of them because that is our responsibility to them and to our company. Thank you Ms [redacted] for allowing us to respond to this matter and look forward to a positive outcome for all parties involved

I recently was approached by a door-to-door rep who claimed she was hired by the city to test our water. I asked for ID and she had an official looking laminated badge that had the initials D.O.H. which I assumed was Dept. of Health..She asked for a sample and my contact info. Then as she was leaving gave me a pamphlet where it's buried that it was for sales purpose and they have a Revdex.com logo implying they are outstanding. I was felt I was tricked and misled. When I called the manager, he was defensive and came up with various legal reasons why they were within bounds and tried to blame the rep. It was clear this is a top-down issue and management is supplying reps with this misleading approach. If they are this sleazy with their sales pitch, I'd hate to see how their service and products hold up.

Very deceptive. Jacob came to door to ask for a water sample; was going to "compare with our neighbors.". We specifically asked if he was welling water treatment systems and if so, we were not interested. Said that if we did submit, we'd get a $25 gift card. Got a call asking to bring us the results and schedule a 90 call. Again said that we were not interested in sale call but did expect of $25 gift card. None came so I called and spoke with the Durella the owner's wife who said that Jacob should not have said that but that she would send the card. To date none has been received. Our across the street neighbor did schedule a meeting; they called several hours after apt. to say they'd been delayed and rescheduled; they were to get a $50 card for the inconvenience. You got it...it has never arrived either.

Check out the other reviews of this company and you'll discover that our case is not unique.

Review: Had a guy come to my door telling me he was working with the city and asked for a water sample. He took down my phone number and told me he would call me with the results. I come to find that he is working for a water softener company and the city has nothing to do with his request. He has call several times a day for the last 3 weeks. I answer and state that I would like a message and disconnect the phone call. I continue to get more calls with no messages.

I am no longer interested in what they have to say.Desired Settlement: Stop calling

Business

Response:

We are writing in response to Mr. [redacted] concern about our company. We are currently celebrating 47 years of doing business in [redacted] and take great pride in our company, our products and employees.

Our policy and procedure has always been that when we knock at a residence door we introduce ourselves and our company and show the homeowner our company badge and our city badge which is required by every city in [redacted] except [redacted]. Every employee is individually registered, photo identified and finger printed and meet every city requirement and instructed by the city to wear their individual badges and do. In addition all of our employees are supplied and wear company shirts, and a visor or cap that identifies our company. We also leave every homeowner whether we get a sample of water or not an oversized card with our company name and at the top it states “Family Owned & Operated”. The card also states that “our company sells water processors and drinking water systems for residential and commercial use”.

We truly feel that we make every effort possible to ensure that the homeowner is comfortable when speaking to our employee at the door and we continue to review our policies and procedures as our company grows to ensure continued progress. We thank you for your concern and apologize to Mr. [redacted] if there was any misunderstanding.

We did pick up a water sample from Mr. [redacted], at which time we gave him a card stating who we are and that we sell water treatment systems. We called 5 to 7 days later to schedule an appointment with Mr. [redacted] to come out and go over his test results. When we make appointments, we use a set script and within 30 seconds tell the homeowner that we are in the sales of water treatment equipment. That’s the law that we insure that we reveal our product within 30 seconds.

Our records do not show that Mr. [redacted] had requested that we leave a message or that he did not want us to contact him again. We certainly do not want to call Mr. [redacted] if he does not want to be contacted again, and apologize for any inconvenience that this may have caused him. We did pull his information sheet which was filled out when we visited him at his home and we have destroyed that information form.