Budget Water International

Reverse osmosis system troublesome product to install with customer service ranging from awesome to AWFUL.

I bought a reverse osmosis system from this company mostly due to the price. Despite their claims that the system was "easy to install," I am your typical mechanical dunce and had a plumber do it. The plumber was tearing his hair out (and so was I when I got the plumbing bill) because the system was not the least bit easy to install. It took like 3 hours, and at 100 bucks an hour, that's a lot. This was a plumber I knew, who does excellent work in the blink of an eye, so if he had issues, anybody could have issues. And the point is that the money I might have saved on the system I spent on the plumber with a great deal more hassle.

However, he finally got it installed and to be fair the system has done its job. I have super heavy well water and it requires so much salt to soften that the water is undrinkable. If you drink one sip you're tossing and turning in your bed at night dreaming you're stranded in the Sahara Desert. I'm not even kidding. Hence the reverse osmosis. And to be honest I have really enjoyed having reverse osmosis water and I would recommend the reverse osmosis process to anyone.

HOWEVER I would not recommend this company simply because a) like I said, the system is a pain to install AND then changing the cartridges is a pain as well and b) customer service is a minefield. You never know if you'll get the nicest person in the world on the phone or a raging lunatic.

I had always had really good experiences until I went to change the cartridges, I mean I asked my contractor to do it. My contractor is awesome btw. He can do ANYTHING. He was having some difficulty so I called Budget Water at the number I had memorized on my phone.

From the moment the guy said Hello I knew I was heading into rough waters. He was clearly impatient and even though I told him the exact situation (my contractor is changing the cartridges and is having difficulty), he then demanded what my problem was. Um, as I just said....But I tried to stay calm because what else can you do? But it was no good. I won't even go in to the unpleasant exchange except to say the guy told me he couldn't help me because he was sales and the tech support didn't open til 10 am ET "twelve minutes from now" and he "couldn't look up my account." Ok, fair enough. I didn't even argue but when he went on and on "accusing" me of calling the wrong number (Gosh, I apologize that I memorized Budget Water in my phone, I'll be sure and erase it now), and I ended up just hanging up, he actually called me back to tell me how rude I was and "You can't do that here." He said he would "put a note on my account" presumably so Budget Water wouldn't sell me any of their products? ?

So, does anybody else get the irony? He can't look up my account to help me with the product THEY SOLD ME, but he CAN look it up to call me (from the Tech Support number, further irony) and insult and harass me.

So I mean I am a frugal person. I don't like to throw money away. But there is such a thing as penny wise and pound foolish. Luckily my contractor is awesome and has superpowers so he figured this out on Youtube.

But as one frugal person to another, my advice would be spend a little extra money and have a reverse osmosis system installed by a local person whom you trust. I wish I had done that myself.

This business is unprofessionally run to say the least. Their product is OK but I'm sure there are better products out there which don't require you to interact with jerks.

Review: I purchased a iron water treatment system from Budget Water, I hooked it up and when I turned the water on it sprayed water from the water outlet side of the valve. I checked my connection and it looked correct so I turned the water on again and still had a leak. I took it apart again and looked it over and found two cracks in the housing. The next morning I called the tech at budget water and told him what had happened and that I had put some PVC glue on the cracks to hold the water he said they would probably send a new one and I could return the old one. For a couple weeks I watched for the new one and it didn't show up so I emailed and the tech said he would get it right to his supervisor another two weeks went by so I emailed again and the general manager responded very politely and told me to send in the control valve and if it didn't work and wasn't tampered with they would send another. I told them that I had to put glue on it and I believe that would be considered tampering in their opinion also I explained to them that I would have to redo my plumbing to hook the old filter to get me by until they considered if they could help me. They did offer to sell me a new one and they would refund me if they found that it was defective and not tampered with. At this point I do not trust them to send more money to them. I do have to say that the equipment works good and it is a shame for this company because I have a few friends that considered buying from them but at this point they will never do business with Budget Water InternationalDesired Settlement: send a valve that works and doesn't leak and I will send back the bad one.It should be noted that they think that it is threating them to contact the Revdex.com

Business

Response:

We offered the customers two options which are clearly in our terms of service. We told him, we'd take back the valve for repair or replacement and he wouldn't have to spend any money. Although, he did admit to us and mentioned on the complaint of using glue on the valve which could be an issue with the manufacture. We didn't tell him to do this but said we'd work with them but if the manufacture denies the claim because of tampering, we'd have to charge him for another valve but the valve would be discounted because we do care and want the unit to work for him.

The second option was to purchase the valve at a discounted price and when sent back, we'd credit him that cost as long as the manufacture accepts the valve and is not denied because of the glue issue. This is very fair but for us to send him a new valve and not charge him and have the one he tampered with denied, is simply not good business. I don't think anyone in the industry would do such a thing.

We're still offering the return authorization and this is free and once fixed, we ship the new or repaired valve back (if manufacture accepts valve). If not accepted, we're still offering the customer a heavy discount on a brand new control valve. He would also have the option of purchasing a refurbished valve at even a greater discounted price. We've stayed true to our terms of service and returning equipment on something, we had no control of will not be granted.

Respectfully,

Consumer

Response:

Review: Returned the water softener to correct place to be shipped back on 7/20/2015. When I contacted the company I was told it would take 3-4 weeks to receive the money and that the person answering the phone had 6 waiting calls on different phones and was too busy to continue the conversation. EXTREMELY rude. Would enjoy contacting the President of this company as is stated in the advertising.Desired Settlement: Would appreciate Revdex.com interaction with this company and receive the money owed in a speedy manners. Would enjoy conversing with the CEO/President of BudgetWater.Com

Business

Response:

On Tue, Aug 4, 2015 at 3:00 PM, Zack <[redacted] wrote:On 7/21/15 Mrs. [redacted] was refunded for her unopened and subsequently returned water softener. She was informed that it may take some time for this credit to appear on her card statement. Mrs. [redacted] filed a complaint with the Revdex.com 10 days later, although we are not sure why. Hopefully she has since received her refund credited to her account, but it has been out of our hands for two weeks now.

Bought their Terminox system for our well water. Worked good for about 2 months, then clogged up. I was told by them that a filter was not needed in front of the system, that it would back wash and clean itself every night. Well, it clogged up and they told me then that I should have installed a sediment filter in front of the system. Now they want me to by the filter media again for over $400, and of course, they'll be happy to sell me a sediment filter. Also bought a [redacted] pressure tank from them. The air bladder inside of it had a leak. I contacted them at least a half dozen times about warranty replacement and no one ever called back. This is the worst company I've ever dealt with, with the exception of [redacted] Cable.

Review: I purchased a [redacted] Iron Filter from Budget water last December and it carries a one year warranty. So far I have spent more money in service repairs labor than the [redacted] cost. I have been working with the company for over two weeks now and I have yet to receive satisfaction. I have talked with the general manager and he has not followed through what he said he would do. Today the general manager called me after I placed a derogatory statement on [redacted] about his company and lack of support from his technicians. Its very sad that it takes modern day social media for some action.The general manager said he would send me a new control valve for the terminox unit I have when I have removed and sent him the old valve. I asked him for detailed instructions for the removal procedure and I would then have my paid technician remove package and ship the suspect control valve back to Budget water. The manager has failed to do this at this time. I have additional concerns of warranty support as they have given my technician inadequate instructions in the form of[redacted] Videos. I am worried that they will now claim my warranty is invalid due to other people working on the unit.Desired Settlement: I would like a no questions ask replacement [redacted] unit as I have in good faith gone through their process and I have not had any satisfaction.

Business

Response:

I purchased a [redacted] Iron Filter from Budget water last December and it carries a one year warranty. (Wrong, carries a 5 year warranty on valve, repair or replacement, rma required from manufacture) So far I have spent more money in service repairs labor (We are not responsible for installation or the labor of any plumber doing repairs, all clearly stated in our terms of service which has been in place for 15 years) than the [redacted] cost. I have been working with the company for over two weeks now and I have yet to receive satisfaction.(We have taken many calls and done everything on our end as possible, the installer has done so also, you feel it’s the valve and that could be true. However, when this occurs, we have to follow our terms and warranties. We get you a RMA number and you send the valve in for repair or replacement. This was offered by two technicians and you screamed at them and made threats, which are recorded) I have talked with the general manager (that would be me) and he has not followed through what he said he would do. (Once somebody makes statements about us in anyway, a meeting is held which includes all management, we still decided to send out valve and email on how to take valve off which you requested and any installer or diy’er is capable) Today the general manager called me after I placed a derogatory statement on [redacted] (I never seen the post until after we spoke but did hear them on the phone call with the two earlier techs, not the reason for the call. I called to correct the situation and make you happy.) about his company and lack of support from his technicians. Its very sad that it takes modern day social media for some action.([redacted] hasn’t nothing to do with what’s right and wrong, we’re keeping our word)The general manager said he would send me a new control valve for the [redacted] unit I have when I have removed and sent him the old valve. I asked him for detailed instructions for the removal procedure and I would then have my paid technician remove package and ship the suspect control valve back to Budget water. The manager has failed to do this at this time.(This was the end of the business day and had to get approval from our President and did this first thing in the morning. Although, you felt compelled to post another comment on our [redacted] page along with this complaint to the Revdex.com. We’re in good standing with the Revdex.com and will continue to do so because we always do the right thing. The email was returned to me this morning because I used the one on file with the original order (below is proof). I do apologize for that as well because you did give me the correct email yesterday at the end of our conversation. I have additional concerns of warranty support as they have given my technician inadequate instructions in the form of [redacted] Videos (That will be determined when the valve is returned). I am worried that they will now claim my warranty is invalid due to other people working on the unit. (Our terms of service also states we don’t guarantee any application that is rentals but you’ve bought numerous items from us and we’ve always been there and will honor this warranty to you. We don’t want you to have a unit that doesn’t work. We do care about you and will follow up promptly.

All Companies have rules and etc. and our technicians did their job correctly and we’re actually bending those rules and sending you a brand new valve before this one is even returned. [redacted] or any other medias have no bearing how we do things, we always try to do what’s right by the customer and our legal team can handle any slanderous statements.

You also mention you’ve gone through our process. Not true, we tried to go through this process and you declined and screamed at our technicians.

Our process is: Tech support issue which we did and you followed, agreed. Then if all tech is exhausted, honor warranty and offer RMA for repair or replacement, which we did and you refused. Then you decided to start a campaign to hurt our good name. Our recorded calls from day 1 can clearly show, we did all we could.

Lastly: We go against all procedure and send you a valve at no cost. How did we not do as promised?

Your valve has been shipped.

General Manager

Review: Ordered and received a softener unit and RO system within 3 days...Awesome!! Had a plumber out the following Sunday to install the softener only to find I received the wrong bypass valve. My system requires a series 256 bypass valve and I received a Series 1265....frustrating to say the least having to send the plumber on his way. Monday morning 15 June I called Budget Water to nicely explain my situation and was told with no apology, the correct bypass would be sent out that day and I would receive it Tuesday. Me being active duty military I take a day leave Tuesday to receive the bypass and finish the install. NOTHING arrives on Tuesday, Wednesday, Thursday, Friday....Thank you Budget water!!! Phone calls were made daily with absolutely zero and I mean ZERO help. I still sit here with no bypass and am wondering when somebody at budget water will pull their head from their [redacted] and get my bypass to me. Budget Water has failed!!Desired Settlement: Send the correct parts!!!

Business

Response:

Mr. [redacted] received his replacement valve on June 24th. We are sorry for the delay in getting him the correct part, but in speaking to him personally believe that his frustrations have now been alleviated.[redacted]General ManagerBudget Water International

Business

Response:

Mr. [redacted] received his replacement valve on June 24th. We are sorry for the delay in getting him the correct part, but in speaking to him personally believe that his frustrations have now been alleviated.[redacted]General ManagerBudget 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 purchased a Terminox Iron Filter system in August 2013 that was recommended by Budget Water after I provided our well water system performance and test results. Also by their recommendation, we inject soda ash and chlorine with a chemical feed pump included in that purchase. By December 2013, we started seeing iron in our water again. Throughout the year of 2014, I have been in contact by email and phone with Budget Water technicians, 4 of them, and followed their advise such as increasing chlorine levels. I've raised chlorine to 2ppm and performed dozens of cleansings, pump tube replacements, and manual regenerations over many weekends. I have carefully checked Ph and chlorine levels at a test spigot before the filter with kits purchased from Budget Water. I paid for additional water tests from my local lab. From pictures I sent them. Of course I had to call them to find out what they thought and they said I have tannin's. So another water test revealed I do not. As each technician disappeared when I would place additional calls and emails to discuss continued filter failure, I eventually ended up with one in November that seemed to have some knowledge that the others didn't. Budget Water now believes that the Terminox media is too heavy for proper backwashing cleaning. They say it's not my fault and it's not their fault, and they suggest replacing it with a different kind of filter media. This will cost me another $300. This new media not only has less filtration capabilities, but also has a life expectancy a fraction of the 10-20 years expected from the Terminox media they originally recommended to me. My first response was, I shouldn't have to pay anything if it isn't my fault, and what is Budget Water's 5 year warranty really all about here? I can't get a definition. The technician would get back to me. He did not. Between 12/3 and 12/9 I left 7 messages for him to return my call, which never happened. When I called again and he actually answered, I reminded him again that out of the last 15 months of having this system we got only 3 months of good performance. For the last 12 months I have been patient and I've done everything they have told me to do, and then said to him, "I've had enough. We just want clean water. I want to be fair, and we want to be treated fairly. If Budget Water wants to share in the 'nobody's at fault', they should share in the cost to fix it." I suggested we meet half way on the $300 price for the lower performing media. The technician seemed skeptical his boss would accept even that. I mentioned I could always file a complaint with the Revdex.com. The technician responded that neither he nor his Manager would be in favor of that, and he promised to call me back the following day. That was Dec. 18, 2014. As is now apparently typical of Budget Water Customer Service, I received no follow-up call since then, so this complaint shouldn't be a surprise to Budget Water. I have emails, water test results, pictures, and phone call logs. So much for Budget Water's claim of Customer 100% satisfaction described in their 'Terms of Service'. The cost of failure of their equipment falls on the customer. This is the worst performance and support for a 'flagship' product or any other product I have ever purchased.Desired Settlement: The included picture shows municipal water on the right. The middle glass is what we get from the filter. We want clean filtered water at our fawcets from the recommended equipment we paid $1500 for from Budget Water. We want Budget Water to stand by their products, support, and their warranty. We want them to be a reasonable participant in their customer satisfaction claims. Provide us with replacement "whatever" to achieve the clean water they confidently promised for the price we paid.

Business

Response:

Mr [redacted]’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 [redacted] 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 7 day a week tech support from 10amto 7 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 equipment. This 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 12 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 wrong. Fast forward ahead and then thefollowing was discovered. Our tech support is designed in tiers, level 1 being basicall the way up to level 4 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 fault. If 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 media. This was not our responsibilityto assume, but ultimately we care and want their water to be clean. Mr [redacted] wastold that $300 would be his contribution. He 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 all. Thewell 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 [redacted] has statedwarranties in this complaint that he has not understood. Our Electronic control valves are warrantiedfor 5 years and the mineral tanks for 10 years, in no way do we guaranteefilter performance for 5 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 [redacted] does not want to pay for the media needed. Mr [redacted] 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 [redacted] 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 closed. We 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, [redacted]Tech Support Manager

Consumer

Response:

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

Business

Response:

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

Consumer

Response:

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.

Considering our previous exchange, I'm not surprised at the final response from BW. Therelationship was predictably over when we arrived here. BW has drawn a line in the sand. The physics of the 12 gpm well performance is puzzling. It supports 2 people, 2 baths, aclothes and dishwasher, and qualifies for a lawn sprinkler system, but it won’tbackwash this media. I can purchase various media for $270-$400 elsewhere, depending on the type,published backwash flow rate requirements, and relevance to my hardware. I 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 coffee. I have no doubt we two would break bread.

Regards,