Budget Water International

PRODUCT DID NOT WORK FOR ME AND I DID NOT HAVE A GOOD CUSTOMER EXPERIENCE! A water treatment system was purchased on 2/12/2021 to raise water PH and filter Iron and Manganese from well water. Within three months the system was failing to filter Iron and Manganese from the water(Terminox). The company was initially responsive in providing support in swapping a few components of the system. The swapped components proved to be ineffective. The company has since been adopting a "blame the customer" strategy in stating that the customer failed to properly install the system (System is sold as a DIY install system). Most recently in October 2021 the company recommended a significant re-plumbing of the piping at the customer's expense which was completed after stating the company doubted the product filtration media could be corrupted so fast. The re-piping and re-plumbing to larger piping did not improve performance at all. The company now states that AFTER
recommending the re-piping the filtration media must be corrupted due to an initial improper installation(Which is inaccurate). The company states that backwash pressure levels were too low to properly clean filtration media, and that water PH was too not adjust correctly by the customer. The customer often waiting a week or more for a call-back for tech support, having to
repeatedly call in and be told to keep waiting. Company states without merit that the backwash flow rate was inadequate to support proper cleaning(Must be above 9 GPM, which it has been measured at all times). Company states that PH was too low (Must be 7.5 or above at time of mixing chemical tank) which is also without merit or evidence. The company's final offer was to discount 50% the filtration media replacement, to replace initial fouled media to be performed at the customer's expense. The "remedy" discounted replacement, delayed or non-response to support request calls, and finally blaming the customer without merit is unacceptable.

We spoke with customer and credit for $ [redacted] was offered and acceptedThe credit has been issued and customer will receive in 3-business days.Thank you, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I am surprised at Budget Water's scathing response and attempt to depict me as such a villain, especially since it was signed by [redacted] , who I assume is the same as the 4th Technician I was speaking withHe seemed more of a problem-solver and he was always complimentary of my patience, my courtesy and my knowledgeYet, Mr*** responds with such derogatory statements about me as; "not understanding" and making "demands" and "bullying"Spending $and expecting more than months of product service, followed with months poor performance and a lot of aggravation from what I now know as BW's "tiers" of Tech Support ignoring my emails and phone calls while they scratched their heads - is not "demanding" anything for "free"Maybe that scenario is someone's idea of achieving customer satisfaction, but not mineThat's the breakdown of communication and one reason why we're hereWhen [redacted] described it, I understood his explanation of this fine product requiring backwashing gallons-per-minute vsmy well systems capabilitiesIt made senseYet BW doesn't want to realize it took (tiers) of Technicians and months later when [redacted] & I finally got to that “possibility”But why did it take all those layers of Techs with pointless suggestions and all that time and effort at this consumer's expense? And is my well-performance really the root cause? The control valve or fouled media taking a 12gal/min flow rate down to gal/min for backwash when we suddenly now know is required- was never questionedI'm still problem solving rather than just throwing more money out there, as other Techs also suggested I add another Terminox iron filter or upsize to their cu/ft modelAll at a discount of courseMy consumer experience: months of lackluster Tech support, weekly transporting gallons of good water to drink, cook with and feed pets, and laundromat for certain clothingThat wasn't "free" eitherThe problem is not aimed at this product, but maybe the problem exists elsewhere, and (tiers) of Tech Support not knowing product specifications while a buyer endures stumbling around and the time frame to get to the possible root cause of this equipment not performing months is a very long time, and I should be given credit in more than just words for that amount of time and patienceFrom my notes I recall [redacted] gave that to me repeatedly on the phone, as well as my response with appreciation to himBudget Water wants $for replacement media they claim will work for my iron filter equipmentI assume no warranty is included with this experiment eitherConsidering my consumer experience in this matter briefly described here, I think BW simply could try a tiny bit of empathy and participate more in their pursuit of customer satisfactionMy fair offer again is to meet half wayDo the math Mr***, and Budget Water, $excluding my additional costs incurred, accompanied with no guarantee of success isn't really wanting or getting something for "free".How about this: since I have years left on the Control Valve warranty, and this "other" un-named media is still functioning by then, I'll then pay BW the balance of $ If it is found in this forum that I am not being fair, I may disagree with it, but will accept that decision

The customer gave us the flow rate to start the application.This is how all orders are done and when done correctly, the unit will functionas promisedThe correct filter was put in place with the flow rate given; we don’tgo out and get this flow rateWe’re internet based and our customers give usthose resultsThe control valve or mediais not fouled, if his flow rate was given correctly, he would have enough flowto backwash the filter correctlyIf he doesn’t, it would fall upon a wellperformance problemWe don’t have any way of knowing this upfront and this isthe only case we can remember in the last yearMaybe that is why it took somany tiers of techs, to figure it outOur tech support is free and they do the best job possiblewithout being able to see the install first hand and this is known upfrontbefore becoming a customerOur terms of service clearly states, we’re notresponsible for installation or misapplications, that occur from given us wronginformation.The terms also refer to our warrantiesThe control valvehas a year manufacture warranty, the mineral tank has a year manufacturewarranty and the customer receives lifetime tech support over the phoneThewarranty also mentions that after water has gone through the unit, ourcustomers have days to request a refundThe day warranty is also explainedand both of these warranties have expiredWe offered the $media at a discounted price already, hewants us to split that and if it takes care of his issue, he’ll pay the restwhen the warranty runs outThis can’t happen because the warranties hementions are manufacture warrantiesOur warranties, along with our terms ofservice are listed at this link: http://www.budgetwater.com/terms-of-service/All customers agreeto these terms when becoming a customerWe feel bad he’s not happy with the unit and that is why we’reoffering the discounted media at $We’ll stand by this offer and if thecustomer doesn’t accept, we truly wish him the best Thank you, [redacted] General Manager

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Considering our previous exchange, I'm not surprised at the final response from BWTherelationship was predictably over when we arrived hereBW has drawn a line in the sand. The physics of the gpm well performance is puzzlingIt supports people, baths, aclothes and dishwasher, and qualifies for a lawn sprinkler system, but it won’tbackwash this media. I can purchase various media for $270-$elsewhere, depending on the type,published backwash flow rate requirements, and relevance to my hardwareI can choose to try to augment and save what I have,or I can scrap everything and start over. In closing:Aside from my conversations about the filter's quality performance problems withthat final Technician at "tier" 4, he and I both agreed, if there wasthe event we were ever to meet on the street, we might have coffeeI have no doubt we two would break bread
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Next I would like to acknowledge that I am not using Revdex.com to get an answer from Budget WaterI know they are great and where able to help me over the phoneThey should have told me that I was sending my emails to the wrong people and give me the proper emailWhy they never forwarded my emails to the right peopleI finally found out that my water tank had a rod in it that was causing the odorsAfter replacing this water tank with an electric *** *** tank the odors were goneAfter purchasing a booster pump for the RO system the levels went downBut no one answered those questions I had to found them on my ownAnyway still like their system and now all is wellThank you Revdex.com for being in the middle
Sincerely,
*** ***

Mr ***’s problem is that his well can’t sustain thebackwash necessary to clean the filter. This was discovered through many tech support phone calls and carefultroubleshooting. Mr *** has not fullyunderstood this issue is hindering the performance of his Equipment. We do stand
behind our equipment and weprovide support and help to all customers We offer day a week tech support from 10amto pm for all customers. We have beenthere for him and he’s worked with many of us on numerous occasions We have never refused to help him or call him;he may have had to wait in line to be fair to other customers but we never refusedone of his calls. We ask all customers to perform a specific flow rate used insizing equipmentThis method has been used from the inception of our companyand has not failed us to date. At timeof purchase, per our instructions found on our web site, he provided us amaximum potential flow rate of GPM. He was sized up for a 10” Terminox ISM based on that flow rate. After installing, clean water without ironwas produced as promised by our filter. MrHallet contacted us with iron issues months later. Our tech support staff instructed himcorrectly to increase the chlorine levels and later reported that it worked andclean water was restored. There was noreason to assume anything else was wrongFast forward ahead and then thefollowing was discovered. Our tech support is designed in tiers, level being basicall the way up to level being more intense in order to solve on going issues. Through tech support at level 4, theaforementioned backwash issue was discovered. This is not Budgetwater’s faultIf the well pump can not sustain flowrate required to efficiently clean the filter, Budgetwater can’t be heldaccountable for lack of water in his private well, it was through verycalculated, thorough and dedicated tech support that such discovery was made. After these facts a solution was presented, in which we (Budgetwater)would take on some of the cost for a different type of mediaThis was not our responsibilityto assume, but ultimately we care and want their water to be cleanMr *** wastold that $would be his contributionHe told us that he felt he should paynothing at all. We informed him that itwas not fair since well performance is not covered in our warranties at allThewell flow rate fooled us both, that is no mistake of his nor is it ours. Because the financial amount is not to hisliking does not mean we did not provide tech support, nor did we fail to standbehind our product. Mr *** has statedwarranties in this complaint that he has not understood. Our Electronic control valves are warrantiedfor years and the mineral tanks for years, in no way do we guaranteefilter performance for years since well water quality can change. We are very puzzled by his statement as thiswas talked about on different occasions but mistakes do happen and we are notblaming him, we are humans and humans make mistakes. However, our good name is in danger herebecause of disagreement on cost. Plainlyput, Mr *** does not want to pay for the media needed. Mr *** made it known that he would use the Better BusinessBureau as means to get what he wants. Wefind this unfair, unreasonable and simply insulting since we presented areasonable solution while assuming some cost, when we did not have to. Because we did not give in to his demand, hehas gone this route to try and bully us. Mr *** made one more phone call and he was again told that the $300amount was fair and we would not deter from it, he once again asked and wastold that asking a supervisor again would not change the price, he asked to tryanyways and was told that it was not going to change and since we did not reachout to repeat it a third time, he states that we did not return his phone callon an issue we considered closedWe hope you can agree that the well’s poorperformance does not put the blame on us and find this is a manipulation toolto get something for free. Sincerely, *** ***Tech Support Manager

Mr*** has not stated thereasons as to why in his opinion, Budgetwater equipment is inferior to theirnew “***” systemFirst off, we are an online based company, they found usonline not by us coming to their homeWe ship equipment out, we do not deliveritMr*** provided us test
results that he had obtained independentlyWetrusted the data he provided and recommend equipment based on this informationalong with the flow rate he provided based on calculating flow rateinstructions on our website, as we have all of customers doHe was recommendeda chemical feed pump since he had an acidic water pH and a 7” Terminox toremove the iron from the waterHe was also sold soda ash used to raise the pHin order for the Terminox to remove the ironThe Terminox requires a pH of 7.5to work properly. Mr*** had the equipmentinstalled by a “contractor” who completely misapplied the soda ash, by applyinga damaging amount of soda ash into his solution tank that caused the chemicalfeed pump to stop working and was not injecting the pH correction that is a keypart of the systemEven then, the Terminox filter was removing part of theiron and when asked to put the filter in bypass they would not bypass itbecause, they could not tolerate the iron without itThe low pH is what ruinedthe Terminox filter from the onset. When asked to contact their“contractor” that misapplied the chemical feed pump, blame was put on us notthe installerEven still, we tech supported the issue and helped them gettheir chemical feed pump working againThis was not our responsibility, butyet we did it because we care about them and wanted to help themOurinstallation site informs our customer that you are to start with lb of sodaash and add it one pound at a time till you reach the pH of The“contractor” poured all lbsinto the solution tank and cemented thesolution tank, ruined the foot valve, and ruined the injection and performanceof the chemical feed systemWe replaced the entire chemical feed pump, andmixing tank, without charging them a dimeEven though it was the “contractor”that added the incorrect amount of soda ashYet they say we availed horribletech supportOur online installation instructions match our installationinstructions provided over the phone as our tech’s can follow that site andread it back to customers We also requested per policy thatthe pump he had be given to us before we would swap out pumps and that requestwas not metWe eventually got our pump after going against policy and sendinga second oneWe did this in an effort to assist them, because we wanted tohelp although this was ruined by their “contractor”They were also given testkits to better help them set up the chemical feed for chlorine and soda ashinjectionWe took a $loss (pump) and a $loss on the tank providedto them, all ruined by the contractor Mr*** is blaming BudgetWater for poor tech support, ablatant misconstruction of the facts, also blaming Budgetwater for inferiorequipment that was damaged due to the series of mistakes performed by the“contractor”Mr*** should be filing a Revdex.com complaint and asking for moneyfrom his “contractor” not BudgetwaterWe replaced an entire injection systemand told them they might need the media replaced since it was damaged due tothe chemical feed failing from the onsetWe never went that far since theywanted to try other options and had lost faith in the system but not on ourdoing, it was the “contractor” that messed up from the startWe practicallygave them equipment free of charge that was ruined by no fault of ours when wedid not have to, Mr*** cannot deny these factsThey opted not to continueworking with usThey do not qualify for a refund for the reasons that the“contractor” ruined the piece of equipment that led to the Terminox failing.This complaint by Mr*** is directed to the wrong party Respectfully,*** ***

These water systems do NOT work to remove iron. First of all this system arrived in a literal heap off the truck on delivery. Literally boxes thrown all over delivery porch, on sides upsides down, falling over if one moved anything, with broken pallet. Budget water was notified instantly of the problems. They system shipped short parts to install too. It has only been downhill since then. .

My landlord is losing his vacation rental business due to so much iron being present in the water. I have been involved from the start in this system with the full autorization of my landlord. He is a man in his late 70’s. I sent budget the water sample, I emailed them originally. Thank goodness I did not recommend this company myself. I was considering having Budget systems installed in my new farm and 4 other homes. Thank goodness this happened prior to me ordering from what my experience with them tells me are simply worthless ripoff artists.

Budget water sold him a worthless bill of goods. The system (like others have claims here) does not remove iron it only adds so much soda ash it is discolouring dishes that sit over night in it a dark grey colour, changing the colour in the stainless steel sinks and any aluminum it touches. Dishes are coming out of the disk washer coated with grey powder. I have pictures and video. One video has tap water being boiled off in a clean stailess steel pan. You should see the resulting mess of dark brown residue. One does not need a fancy water test to see the iron still in this system. It is easily seen in a white plastic cup or in the continued staining of the sinks, tubs and toilets. To say nothing of a stiff waxy buildup on hair and body after showers and turning blonde hair orange. Add that to the potential health risks to such elevated salt levels by having clients add so much soda ash to their water systems. The water has been unusable since this system was installed.

Budget Water’s scam is losing the landlords business, destroyed his plumbing fixtures and stained showers, dishes and linens.

Budget sold this sytem for a lot of money, then the landlord spent a ton of money for a plumber install it, then to pay for multiple changes. Budget tech has told landlord to have his plumber come out several times now and change setup. To zero avail. Entire system still reeks of iron. It has stained my clothing, dishes and equipment. I called last week amd reported that I needed a call back, that there was a huge problem that was not being addressed. Budget has neither called my landlord nor myself to get this system to actually do what it was marketed and sold to do.

This company is ripping off older vulnerable seniors. This man is still working really hard every day in his business at his age he should be able to be retired. Does he ever complain? Nope, he is the nicest man and these people have done nothing but take advantage. . Only to see his income destroyed by these Budget Water people who obviously could care less who else's business they destroy.

I am contacting the attorneys general for both states. I am planning on speaking with a lawyer about a class action suit. please contact me if you also suffered damages from Budget Waters claims to filter your water.

Hope this helps at least one person. Save yourself BIG $$$$.
Send a dispute to your credit card company. It took me 5 months, but I got my money back.
Also I Reported to Attorney General.
There is no warranty. The time frame to ship back is 5 days from when THEY ship the item. That can take 5 to 7 working days with UPS or FedEx.
Bought a Terminox Iron
filter system from Budget Water USA., and a chem Pump system. From day one, the filter did not filter anything. Iron came in the house, as you could smell it out the
faucet, and it would linger on your skin for an hour. They told me to use 2
cups of Clorox in the chem feeder. It pumped all the Clorox into the house,
worse than any swimming pool. It burned our eyes. I had to drain the water
heater to get rid of the smell of bleach. The Terminox was supposed to take out
iron, odors, and chlorine.
They said it would backwash a huge 85 gallons of water each night. My old Pyrolox worked great for 7 years, and only backwashed every 3 days, and only 40 gallons of water day/400 gallons a month. This Terminox pumped at least 5 gal. a minute for 29 minutes. That is 145 gallons a day. Multiply that by 30 days a month...4350 gallons. Now I have a swamp in my yard. Huge problem of where to put all that water. And I do NOT have any drinking water, after 2 months of their promised Tech Support.
They have a no questions asked money back guarantee. When you ask for money back, they refer you to the terms of service on page two in fine print. It seems if you ran water through it, there is NO WARRANTY, AND THEY WILL NOT GIVE YOU YOUR MONEY BACK. THAT IS WRITTEN IN THE WELL HIDDEN TERMS OF SERVICE. FIRST THEY SAY YOU RUINED IT. THEN THEY SAY YOU RAN WATER THROUGH IT, AND THEY CANNOT TAKE IT BACK.
They always say customer did not follow instructions, and did not install properly. My plumber checked the whole system, and that was not the case.
I have since, ordered another Pyrolox filter from local plumber. No chemical mixtures. Simply plug it in, and it works great. It backwashes every 3 days, and only uses 40 gallons of water. A no brainer for me.

We spoke with customer and credit for $[redacted] was offered and accepted. The credit has been issued and customer will receive in 3-5 business days.Thank you,[redacted]

A month after I filed my original Revdex.com claim, I received an urgent voice mail from [redacted] at Budget Water. He wanted to hear from me by...

the end of the day (April 16th) to resolve our dispute. I returned the call on the 16th and agreed to a [redacted] refund with a different BW employee.As of April 21st I have not received the refund that was promised on the 16th. The company also made it very clear that the refund comes with strings attached. [redacted] and the other BW employee both indicated that I would no longer receive technical support on the BW products that I have purchased. They told me that I would have to look to the manufacturer of the products for support. I view their new position on customer support as punishment for requesting a refund on the defective part that they sold me. At this point I feel that the company has generally been unresponsive and combative. For example, when I called the company on the 16th, the person that I talked to accused me of turning down a previously offered $[redacted] refund. This was both insulting as well as untrue. The only reason that I filed a complaint with the Revdex.com was because the company refused to offer me the partial refund that I suggested to them. The company also indicated that they experienced great difficulty getting in touch with me. Yet the Revdex.com had no difficulty contacting me with a follow-up call.  My business phone, home phone and e-mail all come to my home address. As a result, it is very easy to get in touch with me up to 16 hours a day. Now the company seems to be dragging their feet on the refund that they promised me five days ago. One of the primary reasons that I decided to do business with BW was their extensive claims regarding customer service and satisfaction. I feel like the company has fallen well short of those claims. After weeks of effort on my part, I am still struggling to get a partial refund for a defective flow switch. The water system the company suggested for me does not work and I am out $[redacted] assuming that I eventually receive the $[redacted] refund. The company has made it clear that I am on my own in terms of future customer service and support. That means that it will be difficult to get much value out of the equipment that now sits idle in my home. In summary my BW experience has cost me lots of time and money and my water problem remains unsolved.
Regards,
Michael Jansen

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am surprised at Budget Water's scathing response and attempt to depict me as such a villain, especially since it was signed by [redacted], who I assume is the same as the 4th Technician I was speaking with. He seemed more of a problem-solver and he was always complimentary of my patience, my courtesy and my knowledge. Yet, Mr. [redacted] responds with such derogatory statements about me as; "not understanding" and making "demands" and "bullying". Spending $1500 and expecting more than 3 months of product service, followed with 10 months poor performance and a lot of aggravation from what I now know as BW's "tiers" of Tech Support ignoring my emails and phone calls while they scratched their heads - is not "demanding" anything for "free". Maybe that scenario is someone's idea of achieving customer satisfaction, but not mine. That's the breakdown of communication and one reason why we're here. When [redacted] described it, I understood his explanation of this fine product requiring backwashing gallons-per-minute vs. my well systems capabilities. It made sense. Yet BW doesn't want to realize it took 4 (tiers) of Technicians and 10 months later when [redacted] & I finally got to that “possibility”. But why did it take all those layers of Techs with pointless suggestions and all that time and effort at this consumer's expense? And is my well-performance really the root cause? The control valve or fouled media taking a 12gal/min flow rate down to 6 gal/min for backwash when we suddenly now know 10 is required- was never questioned. I'm still problem solving rather than just throwing more money out there, as other Techs also suggested I add another Terminox iron filter or upsize to their 2 cu/ft model. All at a discount of course. My consumer experience: months of lackluster Tech support, weekly transporting 10 gallons of good water to drink, cook with and feed pets, and laundromat for certain clothing. That wasn't "free" either. The problem is not aimed at this product, but maybe the problem exists elsewhere, and (tiers) of Tech Support not knowing product specifications while a buyer endures stumbling around and the time frame to get to the possible root cause of this equipment not performing.  10 months is a very long time, and I should be given credit in more than just words for that amount of time and patience. From my notes I recall [redacted] gave that to me repeatedly on the phone, as well as my response with appreciation to him. Budget Water wants $300 for replacement media they claim will work for my iron filter equipment. I assume no warranty is included with this experiment either. Considering my consumer experience in this matter briefly described here, I think BW simply could try a tiny bit of empathy and participate more in their pursuit of customer satisfaction. My fair offer again is to meet half way. Do the math Mr. [redacted], and Budget Water, $1650 excluding my additional costs incurred,  accompanied with no guarantee of success isn't really wanting or getting something for "free".How about this: since I have 3.5 years left on the Control Valve warranty, and this "other" un-named media is still functioning by then, I'll then pay BW the balance of $150.  If it is found in this forum that I am not being fair, I may disagree with it, but will accept that decision

We're stunned to have a complaint from this customer. Our techs have gone above and beyond for this Mr. [redacted]. He ordered his equipment on 6-24-14 and had it delivered in about a week and he lives in Canada. The very next day he started to call with questions about the equipment and...

installation. He was sent a private customer website we offer all customers with detailed instructions, helpful pictures, videos and tech support numbers for his installation. Our techs would answer his questions daily and advised almost all his questions are on this installation site provided for his convienance for hours the technicians are not at work.
 
We have numerouse calls from Mr. [redacted] that are documented and we helped each time. His calls could be tough because obviously our tech support is over the phone and we can's see what he's looking at but patience was always shown. He did have a defective bladder tank for his reverse osmosis. The product is usually returned first before we can send another out for repair or replacement but we didn't want him to be delayed because of his location in Canada. We shipped one out entirely at our cost and not requesting the other back first to help him out. This fixed the issue but he had little leak which was on the installation end not our equipment. We went back in forth with him and he kept sending emails to a department that doens't handle tech support issues. He was notified where to send the emails and then we received one stating the issue was fixed, again it was not the equipment but the installation of the equipment.
 
His total dissolved solids were 1440 ppm which is extremely high. The RO is taking it down to 70 and he states 89 now, this is a 95% removal rating! Many people would put a whole house reverese osmosis unit on to handle this amount of total dissolved solids but his results are outstanding and levels will go up as water is used and filters will need changed.
 
To my knowledge his system is up and running so don't really know how this can be a complaint. Instead, he's using the Revdex.com as a review site and wants to banter back in forth and try to hurt our good name. We feel this should not even be allowed because his settlement is to answer emails he sent to the wrong address? He had a equipment issue, we fixed. He had many install questions, we answered.
 
Thank you,
Budget Water

The customer gave us the flow rate to start the application.This is how all orders are done and when done correctly, the unit will functionas promised. The correct filter was put in place with the flow rate given; we don’tgo out and get this flow rate. We’re internet based and our customers give usthose results. The control valve or mediais not fouled, if his flow rate was given correctly, he would have enough flowto backwash the filter correctly. If he doesn’t, it would fall upon a wellperformance problem. We don’t have any way of knowing this upfront and this isthe only case we can remember in the last year. Maybe that is why it took somany tiers of techs, to figure it out. Our tech support is free and they do the best job possiblewithout being able to see the install first hand and this is known upfrontbefore becoming a customer. Our terms of service clearly states, we’re notresponsible for installation or misapplications, that occur from given us wronginformation.The terms also refer to our warranties. The control valvehas a 5 year manufacture warranty, the mineral tank has a 10 year manufacturewarranty and the customer receives lifetime tech support over the phone. Thewarranty also mentions that after water has gone through the unit, ourcustomers have 10 days to request a refund. The 90 day warranty is also explainedand both of these warranties have expired. We offered the $300 media at a discounted price already, hewants us to split that and if it takes care of his issue, he’ll pay the restwhen the warranty runs out. This can’t happen because the warranties hementions are manufacture warranties. Our warranties, along with our terms ofservice are listed at this link: http://www.budgetwater.com/terms-of-service/All customers agreeto these terms when becoming a customer. We feel bad he’s not happy with the unit and that is why we’reoffering the discounted media at $300. We’ll stand by this offer and if thecustomer doesn’t accept, we truly wish him the best.  Thank you,[redacted]
General Manager

We all agreed to the $[redacted] refund. We advised the customer this takes 3-5 business days on average. This time didn't even elapse before he felt compelled to register another complaint in attempt to hurt our good name. We tried to refund the card to speed up this process but we only have 120 days after the purchase to directly apply the refund to the card. This time has elapsed so as promised, we mailed out a check today for the amount of $[redacted]. This was the agreed amount and the check number is [redacted]. The warranties are still in place through the manufacture and they'll also handle all tech support in the future.Thank you,[redacted]

I have found this company to be amazing! We have bought systems from them in our last 3 homes. All were on private wells with serious problems. All worked perfectly and the support staff was always friendly and helpful. It is amazing how many TROLLS are on this site. I was also amused to see that when this site say to post with the company name in the post, it is obviously designed to rank on search engines. But the amusing part is instead of saying "Your post", this site says "You post". Poor spelling. So I looked this site up. It is a site in FRANCE! So there is no way to legally stop them from smearing companies. Obviously a fake site with fake posts. Shameful. I have referred Budget Water to many friends and relatives. ALL of them were very happy. I will say that Budget Water does require the CORRECT information to guarantee their equipment. If you don't follow their instructions and guidelines, they can not guarantee the outcome. And why would anyone buy the equipment and then not follow the instructions? And the guarantee is in writing. So use some common sense and disregard a site that only posts 1 star reviews. It is virtually impossible. So let's see if they post legitimate reviews such as mine... TROLL ALERT!

my recent interactions with Budget Water International have motivated me to write this review.

I installed a filtration system per Budget's design and recommendation. I followed every instruction and guideline in order to eliminate iron, sodium, manganese and other attributes found in typical well water. after the system was installed, it seemed to work fine. Maintenance was not quite weekly, but maybe on an average of every 10 days something had to be done to keep the system functioning properly. after about 12 months, the system stopped filtering iron and all white porcelain in house started turning orange. I immediately got on the phone with Budget Water's Tech support and found an individual by the name of Allen Barbour who turned out to be very knowledgeable and dedicated to determine and resolve the troubles. after about 5 months of troubleshooting, Allen handed it over to his Mgt since we could not determine where the failure points were. Management called my today (Jul-01-16) to inform me that there was nothing more they could do and there was NO MONEY BACK GUARANTEE even though the system has clearly stopped working after only 12 months. Management's name is Zak. Zak approached me as an adversary immediately once he had me on the phone. He also informed me that Allen had recently quit his job at Budget Water. Clearly Allen found out what kind of company he was working for.

Review: We ordered a water conditioner and requested a drain valve be installed for an extra $100.00 in June 2016. This had to be done by the manufacturer. We received it with no drain valve. We called in July and they said it would be corrected and they'd email me tracking number. I called several more times and was told they'd call back and no one ever did. I then spoke with Zack, the manager, who says it will be dealt with immediately and tank with drain valve was coming. Num Roy's times they blatantly lied. Days later when I called he passed us on to another employee,Sharon, to give us the news it had not even been started at the manufacturer. (She was very kind and felt terrible) It is now September 3 and they told me the person at the manufacturer was on vacation and they don't even know if it had been installed and sent. We are very unsatisfied with the way they've handled this. It is still unresolved.Desired Settlement: To inform the public

Business

Response:

We understand why you are upset, [redacted]. You ordered a system with a custom modification (which adders 20-30 business days to orders which would otherwise ship in 2-3 business days), our manufacturer missed that fact and sent your system without it. We discussed that the correct tank would be sent to you as soon as it is ready. I promise you we have never spoken with you with the intent to be untruthful. We have gotten the same frustrating runaround from our manufacturer as you have, and have had to pass that frustration on to you. You can either send the equipment back for a full refund or be patient for that tank, which will be sent at no additional cost to you. You will not have to return the tank you already have, if that is what you choose to do. Again, we are very sorry for the inconvenience here.Zack V[redacted]Budget Water International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I ordered a reverse osmosis system from Budgetwater.com. The website states "...reverse osmosis systems include a full 2 year warranty". (Attachment A)

When I received the system, there was a multi-page (bright pink) insert attached, starting with "STOP READ THIS FIRST ATTENTION!" which, among various warnings included "All products are covered by warranty against manufacturing and materials defects ONLY for one year and with proper adequate maintenance" (Attachment B) and also included "Recommend: Replace the entire system after ONE year of use". (Attachment C)

I called the company at the phone number provided at the web site and they seemed not to know anything at all about this insert (despite advertising that they inspect every package before it is shipped).

Upon return per their instructions, the company did refund the cost of the system ($199.87), but did not refund their shipping charge of $25 (see Attachments D & E).

I'm also 'out' the return shipping of $29.54. (Attachment F)Desired Settlement: Refund of shipping charged to me in the total of $54.54.

Business

Response:

[redacted], I am sorry you decided not to remain a customer of Budget Water. It seems clear that this is an issue of trust. As a direct from manufacturer company, we are not in direct control of every slip of paper in those boxes. I'm sure you can see how the manufacturer would love for you to replace the entire system every year, as it is in their best interest. However, it is not in your best interest, as the chassis of that RO system is truly built to last, it's just the filters which need to be replaced at that regular one year interval. When you called us, you were told that, but decided not to believe us. Regardless, we honored our stated guarantee and accepted the shipment back, refunding the purchase price of the equipment.From our terms of service page, which you legally agreed to by becoming a customer:"you are entitled to a full refund of the price you paid for the equipment, customer is responsible for all shipping cost no exceptions."I'm sorry you did not trust us about the quality of the build, deciding to believe the manufacturer who didn't have your best interests in mind. If you are purchasing a different top of the line American made RO, you will see this same warning. Zack V[redacted]Budget Water INTL

Consumer

Response: