Fresh Water Systems

Initial contact was made regarding missing items from the systemSince these systems are factory sealed we contacted the manufacturer to ship the missing itemsOnce we determined that this process was going to take longer, we had the manufacturer ship the missing items directly to us and we pulled
the missing items from another unit in our stockWe did this to try and get the items to the customer as quickly as possibleUnfortunately when this replacement package left our shipping facility the envelope was not sealedNeedless, to say all the items were lost from the package and the customer received an empty envelopeOnce we learned of this, along with the customers frustration with us due to delay in receiving the original item, it was agreed that we would send a pre-paid return label to get the system back and issue a full refund to the customerFull refund was issued on 3/7/in the amount of $Our apologies for any inconvenience this may have causedI can absolutely guarantee that we never intended for the customer to receive an item that was missing parts and we did try to resolve this as quickly as possible. Thank you, Fresh Water SystemsCustomer Service

Hi ***,I just received an email from PayPal stating a refund from Fresh Water Systems for $29.95.Thank you and Revdex.com for such fast service,*** ***

This customer has spoken with every Water Specialist we have in regards to this order, and has also spoken with John, our most qualified Master Water Specialist, to try and ensure he has the
correct items and to go over testing and certification of the itemsWe have informed Mr*** that he can return all items for a full refundOnce his items have been received back to FWS he will be credited a full refund of his purchaseWe hope that Mr*** is able to receive fresh water as soon as possible and are willing to help him in any way we can.Thank you,Fresh Water Systems

Mr***,
Your Paypal account was refunded in full in the amount of $on 5/27/I apologize for the delay and any inconvenience
*** ***
Customer Support
Fresh Water Systems

Good Morning Cindy, This issue has been resolvedThank you for all of your help. Have a great day!

We apologize for any inconvenience and we have already posted a refundInitially, one of our customer service reps had denied the refund
because he thought the pump looked used when it was returnedHowever, our manager inspected the pump and told the representative to initiate the refund on 2/15/The refund was completed and posted to the customer's account on 2/17/ The customer can verify the refund with his bank that it was done on the 17th

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAll the items have been packed in the original box as they were when they first arrivedThe box of the replacement shipment (*** Housing Caps) was never openedBoth will be taken to FedEx today with the labels provided.Note: A lot of the teflon tape has been usedThe stainless steel connectors were taken out of their plastic coverings and were washed with light soapy water, and the two of the three were installed for a brief period of timeThe sediment filter was never openedThe housing sumps were cleaned with a new sponge and light soapy water, and new carbon block filters were placed inside with the housing caps screwed on , but the units were not installedFinally, the manufacturer defects mentioned can be found about six inches inside the sump from the topThere is a noticeable bump and a pit on the inner surface of both sumpsThey are minor, but the *** explained to me how they occasionally happen.There was nothing wrong with the teflon tape, and I continued to use it after our exchange of emails yesterday, so if you decide to deduct the cost of the tape from the refund, that would be fine.This was an unfortunate experience for the both of usHopefully, we have both learned something here.Finally, I am truly grateful to the Revdex.com of Upstate South Carolina for providing a way to resolve consumer disputes like this one.Regards, *** ***

Mr***, I apologize for the inconvenience you have experienced while installing your *** 9000SAll of these water systems are extremely sensitive to overtightening and this can severely damage a unitUnfortunately, we do not offer the individual piece that you have broken
off the unitThat is the reason we advised you to check with the manufacturer to see if they would supply the part directly to you, as we cannot order this item separatelySince we do not offer this item, we offered a discount on purchasing a replacement unitThe price you paid for the unit is $68.98, not $as suggested in your complaintThe price of $includes your ship charge of $8.77, which I hope you agree does not warranty being refundedWe generously offered you a discount on a new unit, of $10.00, which is comparable to 14% offWe gladly still leave this option open to you if you so choose to replace this unitWe are a small, family owned company and unfortunately, we are not able to offer a larger discount on another unitWhile we understand your frustration, we hope that you will also see our point of view and that we are trying to be helpful but maintain our business Thank you, Lacresha W***

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

Mr. [redacted],We apologize that you have had this negative experience with Fresh Water Systems Customer Service. We have issued you a refund for the...

defective item. We are very sorry that we kept you waiting for so long. Typically the manufacturer's get back to us much quicker, but we should have communicated with you every step of the way with a faster resolution. We 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

Dear D[redacted] On behalf of Fresh Water Systems, I'd like to sincerely apologize for your inconvenience. We have sent you a private email with the credit memo confirmation for your refund, Order Number [redacted]. Please allow 3-5 business days for this to be credited to your credit card....

  Please contact us if you have any questions. We appreciate your feedback and hope to have the privilege of your business in the future. Sincerely,[redacted]Fresh Water Systems

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. 
[$10 was not a fair offer, I asked the company to split the difference, 1) because it was not clear there was a filter already installed, 2) the brittle nature of the unit 3) did not replace the broken part)
Regards,
[redacted]

[redacted],
I apologize in the delay getting your shipping error worked out. You will be emailed a Pre-Paid return label today and upon receipt you will be refunded in the amount of $64.74. If you have any other issues or questions please feel free to contact me direct.
 
[redacted]...

[redacted]
Customer Service Manager
Fresh Water Systems, Inc.
[redacted]
864-[redacted] Phone
864-[redacted] Fax
www.[redacted]

[redacted], We have since realized the [redacted] filters were defective and this customer was issued a full refund on 3/23/2016 in the amount of $165.37. 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 Manager2[redacted] Rd. [redacted], SC 29615D: (864) [redacted] | M: (864) [redacted]freshwatersystems.comfreshwatersystems.com

Mr. [redacted],We've sent you an email detailing that your prepaid shipping label will be sent for you to return your items for a full refund. We apologize for your inconvenience and for falling short with your customer experience. We will learn from this experience and always aim to do our best to help you obtain fresh water. Thank you for your feedback.Sincerely,Fresh Water Systems

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. [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 voided. Please note that you were never charged, we do not charge until an order...

ships.
 
[redacted], CWS-II
Customer Support Supervisor
Fresh Water Systems, Inc.
864-[redacted] Phone
864-[redacted] Fax
www.freshwatersystems.com

Hi Mr. P[redacted],   We have received your complaint, and deeply apologize for any confusion the 3M CUNO product page may have caused you. While the CUNO brand is specific to food service, the product itself is identical to the Aqua-Pure brand. We 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 CFS717 and AP717 are identical, with the CFS717 being labeled for restaurant and food service applications, while the AP717 is labeled for consumer/ homeowner/private use.   We understand that the page did feature a picture of the CUNO product, likely contributing to the confusion. We have added a link to the page sending future shoppers to the AP717 to prevent any further issue. We have also sent to you a return label, free of charge. We will issue a refund within 3-5 business days upon receipt of the return. Please see the attached shipping label for your reference.   Please feel free to reach out to us with any other concerns or questions about your order. Thank you for your patience, we look forward to working toward a resolution.   Sincerely,   S[redacted] Fresh Water Systems (864) [redacted]

Revdex.com:
I have reviewed the response made by the Freshwater Systems in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I have printed out the UPS return label Freshwater Systems has provided and will be taking the package back to my local UPS center for return upon which I request a full refund of $103.96 for items unopened/unused, when the box is received by Freshwater Systems.
Merry Christmas, Happy New Year, and thank you for your diplomacy and assistance in this matter.
J[redacted], CEOthe Trinity Group

Mr. [redacted],
Our tech support and quality control department asked for flow rates and other information which was refused. They then advised you to send in the membrane and they would quality test it here in our facility to determine if it was defective. This is common practice on any...

warranty claim. The manufacturer will not replace these without diagnostic testing. You refused and stated that you would now be reporting us to the Revdex.com. We are very willing to quality test this product and if it is deemed defective we will absolutely replace it. If you would like to complete the warranty process please send the membrane to us direct and note your order number on the address label. See return information below.
FRESH WATER SYSTEMS
QC DEPARTMENT
[redacted]
[redacted] ROAD
GREENVILLE, SC 29607
Thank you,
[redacted]-**
Customer Support Supervisor
Fresh Water Systems, Inc.
864-[redacted] Phone
864-[redacted] Fax
www.freshwatersystems.com