Fresh Water Systems

Dear Mr. [redacted],Our sincere apologies for your inconvenience and negative experience with Fresh Water Systems. The 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 discontinued. We apologize if that wasn't clear and...

strive to make all of our compatible and replacement information clear on our website. Your 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 of. We hope that you will give us another chance in the future to earn your business and impress you with our service. Thank you,Sarah - Fresh Water Systems Representative p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 11.0px Helvetica; color: #2f5496} span.s1 {font-kerning: none}

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, assuming I do in fact receive the item I paid for and the refund for the other item
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.  I am respectfully rejecting the latest offer of a discount on a new/replacement item. I would like 50% back on my purchase price. I 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 patience. Respectfully, [redacted]

Wonderful! Glad we could get this settled, and that we have reached a satisfactory resolution. Take care, Mr. P[redacted], and may you as well have a Merry Christmas and a Happy New Year!Sincerely,S[redacted]

To Whom it May Concern at the Revdex.com:Fresh Water Systems believes that everyone deserves fresh water and we want to deliver a filtration solution with a commitment to unparalleled value and unbeatable service. We fell short with this customer in trying to provide a quick alternative and solution for...

his water needs. We understand that he had to move forward with purchasing elsewhere and have made revisions to our policy to ensure that this incident isn't repeated. We were in contact with Mr. [redacted] and intent on solving his issue with the product. We contacted the manufacturer to fulfill the terms of their warranty to help Mr. [redacted] get a replacement. We issued a full refund for Mr. [redacted] and are pursuing the manufacture warranty ourselves. I've provided screenshots of our internal system to show the return was issued and our notes on the event. Please let me know if you need anything else from me to close this complaint. Thank you!Warm regards,[redacted]     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]

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 $150.  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. 
The business did send a prepaid FedEx return label AFTER this complaint had been filed, and after I had informed it of the complaint.  We have returned the merchandise using the label provided, but have not yet received a refund, although I am certain that the business will take care of it in a timely manner.My main complaint here was that the merchandise did not properly fit a refrigerator made for the [redacted] water filter, which is how it was advertised on the company's website.  Installation of the product on this refrigerator also caused a leak in the refrigerator's water system.   In the last two weeks, we purchased a genuine ** part [redacted] from a different supplier, installed it, and now the water system works properly again, and the leakage problem caused by the Water Sentinel [redacted] filter has ceased.  The business has in no way taken any responsibility for this problem or the damage it caused, and has treated us, the customer, as if we are out of line for suggesting that their product does not work properly.  Taking responsibility in writing for the problem and damage would resolve my complaint.Unfortunately, the business has lost a repeat customer, and continues to sell the questionable water filters without warning to customers.
Regards,
[redacted]

Hello,We have contacted the customer, Ms. [redacted], regarding her concern over the canceled order. Reviewing her order history in our CRM, it seems that her order was previously canceled by a Fresh Water Systems Customer Service Representative. Unfortunately, however, the representative failed to...

contact the customer with a cancellation confirmation. We have contacted the customer today, both with the automated cancellation message through our system, and through a more personal apology e-mail. Attached you will find both methods of correspondence. Thank you for helping us to identify issues and to improve our processes for future interactions.Sincerely,Savannah N[redacted]

Dear Mrs. [redacted],We apologize for the miscommunication on the last order and for the difficulty you encountered when contacting customer service. The info on the last order was interpreted and combined with info from the first order and it was documented incorrectly as a customer error. Our...

customer service manager has released a replacement order and you can expect an email with a prepaid label to return the two other faucets. The first order will be fully refunded and the second order has been replaced. If 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

Mr. [redacted],
Our goal at Fresh Water Systems is to ship all orders within the same business day that the order was received. We ship close to 400 packages a day and this promise to our customers means we have to move very quickly. Your 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 day. It is not our intent to ignore your concerns or request, unfortunately we are unable to stop the shipping process. We have included this information on our website as well, to give our customers beforehand knowledge of our shipping/cancellation policy. I have included a link for you reference. I 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], CWS-II
Customer Service Manager
Fresh Water Systems, Inc.
[redacted].com
864-[redacted] Phone
864-[redacted] Fax
www.freshwatersystems.com

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 "[redacted]" at freshwater systems explaining the hectic holiday season why things got out a hand.

Good afternoon,We have received the customer’s complaint and have reviewed the correspondence and documentation. The customer was refunded in full for their order to the amount of $337.66, upon receipt of defective item, on 11/21/2017. The customer is now asking to be reimbursed for the amount they...

spent to ship the defective item back to the business (claimed to be $118). Per Fresh Water Systems’ Return Policy regarding defective merchandise, “shipping and handling of defective products is the responsibility of the customer”.  In accordance with our policy, we cannot grant Mr. [redacted] a reimbursement for his shipping costs. Please see our policy here: https://www.freshwatersystems.com/t-returns.aspxSincerely,The Fresh Water Systems Communications Team

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]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.  I appreciate very much that this fine company has reviewed their process.  Their product is excellent; they may have been in a very busy season so less experienced staff may have, by simple default, made some minor errors with my transaction.  Again, I appreciate their research
Regards,
C[redacted]

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]

Dear Sir,
I apologize for any inconvenience you have experienced. I would like to again assure you that the only thing that the Water Sentinel [redacted] is made to fit is the [redacted].  There is no inaccurate or misleading information. We have sold over 100 of these in the last few months with...

only 1 issue - this one. According to our warranty department this is the only problem we have had with the Water Sentinel brand. A Pre-Paid FedEx Return label was emailed to you at the same time this complaint was being made. As of 5/29/15 this label has not been used. Once the items have been returned your remaining refund will be issued.
[redacted], CWS-II
Customer Support Supervisor
Fresh Water Systems, Inc.
864-[redacted] Phone
864-[redacted] Fax
www.freshwatersystems.com

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.