High Quality Water of Arizona, Inc.

[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 *** HQW agreed to and just removed the system Once the charge has been removed from my home depot account, I will consider this complaint resolved
Regards,
Patrick R**

I am completely at a loss of what to do for this clientI did call them after reading the newest comments but they have not returned my call!st of all the paperwork clearly states right where they both signed that there are no refunds after the 3rd business day secondly the complaints keep changing 1st it was the hot water, then it was all the water in one bathroom, followed by pipers run incorrectly and now the laundry machine the ***The water system is operating correctly it has a lifetime warrantyThis is a high tech wifi enabled top of the line water treatment system if they have questions they are more than welcome to call meI realize it's impossible to make everyone happy in business however, we try our best and I don't feel this customer is willing to help us make them happy so as I said I am at a loss of what to do next

We are not happy as we were not made aware prior to signing that this was a no return policyThis should have been disclosed to us prior to signing, this was totally dishonestThe fact that when I contacted the business on several occasions I was brushed off and instructed to call a plumber who noticed that the system was installed incorrectly and a second plumber advised that this could cause future issues it is unacceptable that we have to continue with this serviceA $gift card and payment of the third parties plumber's bill is not satisfactory for usI will never be a happy customer of this company and will not recommend anyone to use this company or ***Products are presented in a mannerWe were also advised that by having the Eco system for laundry it would stop the clothes from breaking down, this is not true if anything we still have the same amount of fluff when we dry the clothes if not moreThe saddest part of it all is that they are coming through a reputable company like Home DepotIt leaves a bitter taste in my mouth to even do business with Home Depot due to the affiliation of such businesses

This complaint is very unfair as we merely sold her a water system in she selected optional finacing that we have available as she couldn't afford to pay for the system in fullWe are not the finance company and if she has a complaint it would be with them and or the loan officer that didn't
catch the UCCearlier in the refinance not with our companyIn addition, I called her immediately upon my return from the Memorial Day holiday weekend and explained all this to her.Apparently and? we have no knowledge or control over? Foundation Finance they? felt the need to protect their interests as is their legal right and file a UCCwith the county recorderThis is the 1st time in years I have heard about them filing a UCCso there must have been some serious credit issues with Ms*** because it is not a course of business for them so they must have felt at riskThe right to file this form is disclosed in the paperwork Ms*** signed back in 2014.Additionally from what Ms*** told me her loan officer didn't catch the UCCuntil very late in the loan process so by the time they called Foundation about a subordination agreement it was too late and she fell behind on her mortgageI feel badly for Ms*** but none of this is our doing I did however, offer to act on her behalf if her refinance does not go thru to ask Foundation to refund their $subordination fee.Ms*** asked me since Foundation Finance technically has legal title to the equipment if I could help her get a refund and I told her that was an unreasonable request as she has had a perfectly good set of water systems all working perfectly since 2014.Ms*** was upset but I think she understood we are merely the water treatment company and not the bank or lender she asked why the rep Pat didn't explain this to her at the time of sale and I explained it is the 1st time we have heard of Foundation filing the form but it is disclosed in her paperwork.? ?

I had a very nice conversation with both Mrand MrsPeel in which I apologized that they didn't get better customer service and assured them they can always contact me personally if they have any issuesI believe they are happy customers now and will be for many years to come.? Thank
youMichael R***

I must admit I am very surprised by the complaint because if we were unable keep an appointment we would as a course of business offer to send them the $gift card which I will be happy to doThere is nothing deceptive about the survey process they are told they may qualify not that
they won the card our only conditions are that they watch a brief water test in their home or stop by our showroom in TempeWe don't have anyone named Chariisa or Kim that work for us but either way I am sorry for the misunderstanding and will send a gift card in the mail right away

This matter has been completely resolved I spoke to Mr*** yesterday? and he assured me they are happy with the agreement we made and there will be no further complaints.? ? For the record, we have an appointment next Wednesday to uninstall the water system I never want to fight with a customer I am proud of our company's reputation I take it very seriously and our settlement just seemed like the best thing for everyone
?
Thank you
*** ***

We have reached out to Mr *** because we have not heard from him in two years we had no reason to believe he was anything but happyIn any case we explained the operation of his salt free Centurion systems and presented him some options going forwardHe is currently on vacation but when he gets
back our GM and Mr ***? will work everything out I'm told they have a good working relationship.?

I must admit I am completely taken aback by Mrs *** commentsThe fact is she purchased the finest water treatment equipment on the market with not only a lifetime warranty but a 98% customer satisfaction ratingThe *** purchased our top of the line equipment the same water systems I have in
my home and are warranted to meet all factory specificationsOur service manager has been denied access to come out and check the system but like I said it is under warranty.? ? I honestly feel very badly went I can't satisfy a customer and we go out of our way to do just that and clearly Mrs *** is notThere are several misunderstanding about PPM and what each of the water systems does but still feel sorry as no one wins the EC4, QRS and Ultrafiner are in fact the finest water treatment systems made it makes no sense to me to want to return it? ? It is clear although I tried my best to satisfy her that she doesn't want to hear anything I have to say and with the help of Home Depot we have come to a mutually satisfactory return arrangement and we are just waiting to hear back from the Brooks.? ? Thank you*** ***

I had a nice conversation with Mr M[redacted] the other day in that conversation I explained that more than likely his water pressure was spiking at night causing the water system to malfunction much the same way spiking water pressure can cause a washing machine or dishwasher to malfunctionWe
installed a spike gauge to confirm our service managers opinion and it turned out to be exactly the problemHis water pressure is spiking to well over psi at nightWe left Mr M[redacted] a message that we would install a pressure regulator at no charge and that will solve the problem.?

The card sent out by the business states clearly and simply states:? (1) Fill out the survey for a complimentary $gift card to Home Depot"? It did NOT say:? (1) Fill out survey? (2) Allow us to come to your home to test your water? (3) If you already have a water softener, you are disqualified from this offer.? (4) Listen to our sales pitch on buying a water softener? (5) Then maybe we'll send you out a $gift card to Home Depot.I did exactly what the card said, and they didn't follow up on their promise? Not only that, but after spending minutes filling out the survey, I didn't hear ANYTHING from then in months!!!!! ? I had to call them, and talked to people, both said I wouldn't qualify for the offer because I already had a water softener? Well, why the *** did you not state that in the card? ? I will tell you why? Because of deceitful marketing practices! ? They wanted everyone to fill out the survey even though most wouldn't qualify? That is just shady, deceitful, crafty and nefarious? They expect that 99% of the survey respondents wouldn't follow up because they forgot about it? And they expect that anyone that remembers won't go through the hassle of calling them out on it or going to great lengths (reviews, Revdex.com compaints) to bring them to justice? So, yes, to honor your word and to pay for my time of filling out your survey, I expect you to send the $gift card for filling out the survey, just as your promised? Oh, and having fine print at the bottom saying "Restrictions Apply" doesn't get you off the hook? You know darn well that you purposefully deceived the people you sent the card out to.I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me? I will wait until for the business to perform this action and, if and WHEN it does, will consider this complaint resolved.*** ***? ?

I had a nice conversation with Mr M[redacted] the other day in that conversation I explained that more than likely his water pressure was spiking at night causing the water system to malfunction much the same way spiking water pressure can cause a washing machine or dishwasher to malfunction. We...

installed a spike gauge to confirm our service managers opinion and it turned out to be exactly the problem. His water pressure is spiking to well over 90 psi at night. We left Mr M[redacted] a message that we would install a pressure regulator at no charge and that will solve the problem.

We are not happy as we were not made aware prior to signing that this was a no return policy. This should have been disclosed to us prior to signing, this was totally dishonest. The fact that when I contacted the business on several occasions I was brushed off and instructed to call a plumber who noticed that the system was installed incorrectly and a second plumber advised that this could cause future issues it is unacceptable that we have to continue with this service. A $100 gift card and payment of the third parties plumber's bill is not satisfactory for us. I will never be a happy customer of this company and will not recommend anyone to use this company or [redacted]. Products are presented in a false manner. We were also advised that by having the Eco system for laundry it would stop the clothes from breaking down, this is not true if anything we still have the same amount of fluff when we dry the clothes if not more. The saddest part of it all is that they are coming through a reputable company like Home Depot. It leaves a bitter taste in my mouth to even do business with Home Depot due to the affiliation of such businesses.

Matt from our company has resolved this matter in it's entirety. I believe Mr. [redacted] will be a very happy customer it was just a series of misunderstandings but I believe they are all in the past.

I left a voicemail message for Ms [redacted] yesterday to call me to discuss any issues she has and I am still waiting to hear back. I must say that we did not do anything whatsoever to deceive her I feel very strongly that her comments are just plain unfair. The water system does indeed save you money while having softer skin, less spots and rings, cleaner cloths, no need for bottled water etc... For Ms [redacted] to say that a rep told her she would not need any lotions creams and conditioners is not accurate we actually have a page on our IPAD presentation that talks about up to a 70% savings on those products. We would not tell customers anything different than that for one because they wouldn't believe us we live in the desert as I said we do live in the desert and secondly, it doesn't make sense we live in the desert and people don't buy your product if what you say doesn't make sense.I am more than happy to discuss this and try my very best to satisfy Ms [redacted] but she will need to return my call when she get's a chance. Thank youMichael Ross

We filed the complaint because there was no misunderstanding, we were lied to and wanted the system removed. We are waiting on the removal of the system, thanks to Home Depot's corporate taking care of the situation . There was no real effort, other than a $500 credit, which was no where near meeting in the middle and took several phone calls and being talked to like we don't understand anything, when in fact we just wanted the system removed due to falsified sales representations.  [redacted] called me to tell me the removal would not happen and I would not recieved a refund. The home depit rep. dealing with my case called me back after I emailed her and told me the system would in fact be removed and fully refunded.  Im shocked this company is listed in Revdex.com' s ethical businesses.

I spoke this customer myself and explained that my company did not sell or install the equipment all we do is service them. I also offered to help in any way I could he wanted to have the installation redone by a local plumber and I once let him know that I will help in anyway possible.

Ms. [redacted] purchased four of the finest water treatment systems in the world for 20 percent less than the suggested retail price. They were professionally installed and all have lifetime warranties. Our general manager and service manager have both been to her home, on...

separate occasions, and the systems are operating perfectly. In addition, she told our general manager while visiting her home that she was a happy satisfied customer so this complaint completely astonishes me. I am currently on a business trip in Puerto Rico but when I return I will contact Ms. [redacted] and discuss what appears to be unrealistic expectations. Her request for a partial refund for water systems operating perfectly is unreasonable because that would bring her purchase price to far less than what we paid for it and I think everyone would agree that is not a fair request. We even gave Ms. [redacted] a $100 gift card merely for good will. I would like to address one more point to her complaint and that is the belief is that our water systems will eliminate the use of lotions, creams and conditioners here in the desert, it certainly reduces their use but in our dry climate they cannot be eliminated.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] Wow! A Revdex.com complaint really works! After three weeks of asking for a written quote, and information on the upgrade I was buying, I received a call from High Quality Water’s General Manager, [redacted].  He was upset that I complained, but would never, NEVER,  have called if I hadn’t complained. I understand that I did not buy the system from them originally, and only pursued them because they are the authorized dealer for the manufacturer WaterSoft, and I thought, mistakenly, that they would be the most capable. Honoring a warranty was never an issue.Apparently, the General Manager, an admitted workaholic,runs every aspect of the company. When he is away, the company collapses into dysfunction, with his people giving “bad” information and not returning calls. I was told twice, by [redacted] and [redacted], that I had to pay upfront before they would consider my upgrade. I received three different prices (four actually). Absolutely no misunderstandings, except on his end.So, if I were to place an order with this company, I would expect more of the same dysfunction, etc, etc.. In light if this, have decided to take my business elsewhere.Sorry for the typo, talked to [redacted], not [redacted], my bad!

I am completely at a loss of what to do for this client. I did call them after reading the newest comments but they have not returned my call. !st of all the paperwork clearly states right where they both signed that there are no refunds after the 3rd business day secondly the complaints keep changing 1st it was the hot water, then it was all the water in one bathroom, followed by pipers run incorrectly and now the laundry machine the [redacted]. The water system is operating correctly it has a lifetime warranty. This is a high tech wifi enabled top of the line water treatment system if they have questions they are more than welcome to call me. I realize it's impossible to make everyone happy in business however, we try our best and I don't feel this customer is willing to help us make them happy so as I said I am at a loss of what to do next.