Fresh Water Systems

Mr [redacted] ,We apologize that you have had this negative experience with Fresh Water Systems Customer ServiceWe have issued you a refund for the defective itemWe are very sorry that we kept you waiting for so longTypically the manufacturer's get back to us much quicker, but we should have communicated with you every step of the way with a faster resolutionWe want you to know that we're taking this complaint seriously with extra training to our Customer Service and increased follow-up.We hope to get the opportunity to serve you again in the future.Thank you,Sarah at Fresh Water Systems

Just wanted to say thank you, by just mentioning Revdex.com they got on it, I think for now close my case don't bug em or nothing, as for I have received a really sincere email finally from "***" at freshwater systems explaining the hectic holiday season why things got out a hand

Hello,We have contacted the customer, Ms [redacted] , regarding her concern over the canceled orderReviewing her order history in our CRM, it seems that her order was previously canceled by a Fresh Water Systems Customer Service RepresentativeUnfortunately, however, the representative failed to contact the customer with a cancellation confirmationWe have contacted the customer today, both with the automated cancellation message through our system, and through a more personal apology e-mailAttached you will find both methods of correspondenceThank you for helping us to identify issues and to improve our processes for future interactions.Sincerely,Savannah N [redacted]

Wonderful! Glad we could get this settled, and that we have reached a satisfactory resolutionTake care, MrP***, and may you as well have a Merry Christmas and a Happy New Year!Sincerely,S [redacted]

Mr [redacted] , Our tech support and quality control department asked for flow rates and other information which was refusedThey then advised you to send in the membrane and they would quality test it here in our facility to determine if it was defectiveThis is common practice on any warranty claimThe manufacturer will not replace these without diagnostic testingYou refused and stated that you would now be reporting us to the Revdex.comWe are very willing to quality test this product and if it is deemed defective we will absolutely replace itIf you would like to complete the warranty process please send the membrane to us direct and note your order number on the address labelSee return information below FRESH WATER SYSTEMS QC DEPARTMENT [redacted] ROAD GREENVILLE, SC Thank you, [redacted] ***- [redacted] Customer Support Supervisor Fresh Water Systems, Inc 864- [redacted] Phone 864- [redacted] Fax www.freshwatersystems.com

Mr [redacted] I apologize for any inconvenience you may have experienced while processing your request to cancel your order [redacted] This order has been canceled and the credit card authorization has been voidedPlease note that you were never charged, we do not charge until an order ships [redacted] , C Customer Support Supervisor Fresh Water Systems, Inc 864- [redacted] Phone 864- [redacted] Fax www.freshwatersystems.com

***, We have since realized the [redacted] filters were defective and this customer was issued a full refund on 3/23/in the amount of $Please let us know if we need to do anything else to clear this one up.Thank you! Hope you have a great weekend[redacted] Marketing Manager[redacted] Rd [redacted] , SC 29615D: (864) [redacted] | M: (864) [redacted] freshwatersystems.comfreshwatersystems.com

Dear Mr***,Our sincere apologies for your inconvenience and negative experience with Fresh Water SystemsThe filters that you ordered are GE compatible, meaning that they are not GE but will work with your system, the actual GE parts have been discontinuedWe apologize if that wasn't clear and strive to make all of our compatible and replacement information clear on our websiteYour missing items have been shipped via USPS Tracking [redacted] We are working on being more flexible with our policies to insure our customers are better taken care ofWe hope that you will give us another chance in the future to earn your business and impress you with our serviceThank you,Sarah - Fresh Water Systems Representative

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

Revdex.com: 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 Regards, [redacted] When I first complained to the company all they wanted was for me to fill out a form and send pictures with an explanation as to the problem-which I did Over a month went by and I had to contact them and they requested that I have the plumber come back and reinstall the filter-which I did(no mention of a flow test) The installation was done in accordance with the company"s instructions At that time their was no additional request for a flow test etc If they had I could have had it done at that time Now they want a flow test and for me to return the filter I am more than willing to do the flow test if they are willing to pay for my plumber to come out and do it Cost about $ Like I said this could have been done at the time the plumber came out the 2nd time to check his work as a follow up Several months later is a little late to be asking for the additional tests I am willing to return the filter after I buy another one from another company but I want a full refund for that filter or they can cover the cost of having the plumber return a third time and do the test They are unwilling to replace the filter so it can be returned Like I told them I am a senior citizen on social security and can't physically get under the sink to do the test and I do not have any one else to do it Again, if they had requested the test when they asked to have it checked and reinstalled I could have had it done at no additional charge to me So I am asking for them to replace the filter, pay for the plumber, or give me a refund for the filter and I will return it

Revdex.com: 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 I am respectfully rejecting the latest offer of a discount on a new/replacement itemI would like 50% back on my purchase priceI feel that is fair, the unit is unusable If the Revdex.com has a solution, please let me know Thank you for your time and patienceRespectfully, [redacted]

Dear Mrs [redacted] ,We apologize for the miscommunication on the last order and for the difficulty you encountered when contacting customer serviceThe info on the last order was interpreted and combined with info from the first order and it was documented incorrectly as a customer errorOur customer service manager has released a replacement order and you can expect an email with a prepaid label to return the two other faucetsThe first order will be fully refunded and the second order has been replacedIf you have any further needs, you can email me directly at [redacted] .com.Thank you for your feedback and we hope this resolution will give us another opportunity to keep your business.Fresh Water Systems

Hi MrP***, We have received your complaint, and deeply apologize for any confusion the 3M CUNO product page may have caused youWhile the CUNO brand is specific to food service, the product itself is identical to the Aqua-Pure brandWe reached out to the manufacturer to confirm this for the specific product, please see below I have asked Technical Support to comment on the attached Here is their response: The CFSand APare identical, with the CFSbeing labeled for restaurant and food service applications, while the APis labeled for consumer/ homeowner/private use We understand that the page did feature a picture of the CUNO product, likely contributing to the confusionWe have added a link to the page sending future shoppers to the APto prevent any further issueWe have also sent to you a return label, free of chargeWe will issue a refund within 3-business days upon receipt of the returnPlease see the attached shipping label for your reference Please feel free to reach out to us with any other concerns or questions about your orderThank you for your patience, we look forward to working toward a resolution Sincerely, S [redacted] Fresh Water Systems (864) ***-***

Mr***, Our goal at Fresh Water Systems is to ship all orders within the same business day that the order was receivedWe ship close to packages a day and this promise to our customers means we have to move very quicklyYour order was printed in our warehouse, packaged and labeled prior to your contact with customer service Once labeled the packages are placed on pallets, shrink wrapped and rolled in to the FedEx trailer There really is no way to search for a package once in the trailer without shutting down our process, unload the trailer and go through box by box to find your package Therefore our customer service staff has no way to cancel an order once it is in the shipping process Several times during the day our computer system post batches which sends the emails out confirming shipping and providing tracking numbers as well as updating the on-line order status information This explains why your tracking number stated "label created", this status does not change until FedEx picks up the trailer at the end of the dayIt is not our intent to ignore your concerns or request, unfortunately we are unable to stop the shipping processWe have included this information on our website as well, to give our customers beforehand knowledge of our shipping/cancellation policyI have included a link for you referenceI apologize for any inconvenience this has caused and we will gladly accept this return and help you get the correct filters on order https://www.freshwatersystems.com/t-returns.aspx [redacted] , C Customer Service Manager Fresh Water Systems, Inc [redacted] .com 864- [redacted] Phone 864- [redacted] Fax www.freshwatersystems.com

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

Our customer service manager is responding with details on this incident which was clearly a lapse on our part; we will be providing the full refund requested

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

Mr***, We are sorry to hear that you continue to have issues getting fresh waterWe see that you ordered online in May and did not call in until DecemberDaniel has been working with
you to ensure that your items are compatibleDaniel confirmed the filters will work with your system and we know you installed the filters but are now having flow issuesWe pride ourselves in water knowledge and are confident in the abilities of our Water Specialists, but we are also unfortunately not physically in your home to help resolve your water flow issuesWe wish that there was more we could do to help, and have provided you with a refund in the amount of $(***)We hope that you can get fresh water soon and are always here to do our best to resolve your needsThank you, Fresh Water Systems

Upon looking through MrY***'s customer information and communication with our service team, we found that our response to his initial email request for assistance was not handled according to our high standardTherefore, we've approved his request for refunds and have initiated the process
We've sent MrY*** a copy of his refundsOur apologies to MrY*** for his inconvenience and we hope to have the opportunity to serve him better in the future.Thank you,Fresh Water Systems

Hi Cindy, We referred the customer to the manufacturer for a replacement, we also contacted the manufacturer regarding a replacement part; unfortunately, they do not sell the piece that was broken. We offered the customer the $off and he stated that he wanted 50% credit so that he could purchase elsewhere. If the customer would like to purchase a new part from us, we would be willing to negotiate a larger discount for him. Thank you,Lacresha W***