High Quality Water of Arizona, Inc.

I had a very nice conversation with both Mr. and Mrs. Peel 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 issues. I believe they are happy customers now and will be for many years to...

come. 
Thank you
Michael R[redacted]

The card sent out by the business states clearly and simply states:  (1) Fill out the survey for a complimentary $20 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 $20 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 20 minutes filling out the survey, I didn't hear ANYTHING from then in 10 months!!!!!  I had to call them, and talked to 2 people, both said I wouldn't qualify for the offer because I already had a water softener.  Well, why the [redacted] 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 $20 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 [redacted], 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.[redacted]

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.

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!

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.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

My "unrealistic" expectations are from the sales person.  He specifically told me that I would no longer need any lotions, conditioners, fabric softeners and dryer sheets and that I would need to use less soaps and cleaners.  This was actually a selling point in the powerpoint presentation that I was shown.  This selling point was to ensure that I would buy the product and save money and that the savings would be substantial enough to afford the system.  Also, the "sample" water that the sales person brought to my house was what I was told I would get by buying this system.  My system does not work perfectly otherwise I would not have had to have the technician come to my house twice within the first 6 weeks after installation.  If you check his records, it will show that he had to replace or fix items both times.  This obviously means that the system is not working perfectly.  Also, the sales person told me that he does not change his RO water filters until his TDS meter reads at "50".  The technician is the only person that has been honest with me and told me that I would be lucky if I ever get readings on the TDS meter below 50. Furthermore, I specifically told the sales manager that I do not appreciate being lied to by the sales person. If he would have been honest with me then yes I would have been a happy customer.  I bought my system based on his lies.  Like you stated they were both at my house so they know the condition of my water before I bought the system and they know the climate in which I live. The sales person should have been honest with me from the beginning since he knew I would not get the results he promised during his sales presentation.I have been complaining about the system since the 2nd week after install so I don't see how you can be astonished by my complaint.  I even complained directly to Susan Shoemaker. I have sent a formal complaint to the Arizona Attorney General in hopes that he will investigate your fraudulent sales practices.

I read the complaint and have reached out to the [redacted] family to apologize by Email and voicemail. It is not our policy to upset and client in anyway shape or form. In this case, we have a new rep trained to believe in water filtration, the human body's need to drink several glasses...

of water a day and Dr [redacted] didn't agree and although I believe this is very much blown out of proportion as the rep is a nice person just trying to do his job and  he has quite a bit of documentation to back up his claims but it is not our job it is not our intent to argue with clients under any circumstances. I look forward to apologizing to the family as it could have been handled much more professionally. With regard to the [redacted] gift card by policy we al ways leave a $20 gift card (not $25) which apparently he forgot so we will send one in the mail ASAP.[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.]

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.  I will await the $50 [redacted] gift card; and once it has been received, I will consider this complaint resolved.

Regards,[redacted]

Sadly - and I have given a review on another page - I, too, fell foul of this particular Gift Card nonsense. I recently (16th October) contacted the Home Depot customer care who could not trace this particular deal. I have passed on the link to this page.
Sadly, Home Depot have been besmirched by this scam and I am pleased to have highlighted this to them at my earliest opportunity. I am sure that many HD shoppers will no longer react to any of their bona fide deals and gift cards.

Review: On 07/11/14 I mailed in a marketing questionnaire to 'Marketing Research of HQW' [redacted]. It asked if I was a homeowner, how many people lived in my home, my age range, & whether my home had a 'Water Softener" or not. It also asked for my name, address, phone #, signature & date. The Promo Marketing Card said "Return This Postage Paid Questionnaire for a Complimentary $20 Gift Card to The Home Depot". The fine print stated; "No Charge or Purchase Required, & Offer Valid to Homeowners 21 and Older.” Since I am a homeowner & 47 years old, I had qualified. On Tuesday, 07/15/14 I had received a return marketing sales call from High Quality Water of Arizona (HQW) to schedule an appt. from for a rep from HQW to come to my home the following day (Wed. 07/16/14) at 10am to perform a water test at my home. I was informed the rep would be delivering my $20 [redacted] gift card & would be performing a water test. I was never informed how long the water test was supposed to take. I was asked if my wife would be present. I informed them that I had to be at work at noon & my wife goes to work about 7am. The informed us that they could only deliver the gift card & perform the water test if both me & my wife were present (even though this stipulation was not printed anywhere on the gift card marketing piece I had mailed back to them on 07/11/14). I informed HQW that I would have my wife take the morning off of her job to be present for the 10am water test on 07/16/14. She was giving up an approximate $200 of income in exchange to stay at home from work the entire morning to await the water test scheduled at 10am. At exactly 10am on Wed. 07/16/14, we had received a call from the HQW dispatch rep ([redacted]) canceling our pre-scheduled appointment for that morning. I asked why he had waited until the actual appointment time to call us to cancel the appointment. He did not have any good explanation. He asked if we could reschedule for later that day. I informed him that I could, but my wife could NOT take any additional time away from work & lose additional wages. [redacted] from HQW then informed me that he could not schedule a water test at our home unless we could both be there (this stipulation was NOT printed anywhere on any of the company's marketing material). So I asked that he have a scheduler call me back so we could schedule a weekend appointment when we are both off of work. He said someone would call to reschedule. It has been over a week now & we have received NO call back from anyone at HQW. I had even called back in later that same morning (07/16/14) to voice a complaint to the 'Marketing Manager' ([redacted]) about the company’s poor marketing and cancelation practices. I was informed by the dispatcher ([redacted]) that his Marketing Manager ([redacted]) would be in later that day, & she would call me back. She did not call me back, nor have I received any callback from anyone from HQW since the call came in at 10am on 07/16/14 to cancel our scheduled appointment (with no forewarning or valid explanation). We had done everything we were asked to do by this company, & by no fault of our own the appt. was cancelled and we were never rescheduled. Because of this we are out $200 in lost wages by taking the entire morning of 07/16/14 off in expectation of this 'Water Testing Appointment'. I had asked the dispatcher ([redacted]) if the company could at least mail us the $20 Home Depot gift card to our home as a business gesture for wasting our time & not telling us about the cancelled appointment until the actual appointment scheduled time. [redacted] had informed me that something would be mailed to our home as a service gesture to help compensate us for the inconveniences caused by the actions (or lack thereof) by High Quality Water of Arizona (HQW). Nothing was ever received in the mail to our home by HQW since that verbal agreement was given to us at approximately 10:30am on Wed., 07/16/14.Desired Settlement: I am requesting to be compensated with a $20 [redacted] Gift Card (as we were originally promised within the marketing material & also verbally by the dispatcher-[redacted]on 07/16/14); & furthermore, compensation for the $200 in lost wages we had incurred by taking off of work for this "Scheduled Appointment", only to have it cancelled (and never rescheduled) by High Quality Water of Arizona (HQW).

Business

Response:

I am sorry they feel inconvenienced we wanted to go see them that's our business unfortunately our rep had a legitimate family emergency of a private nature and the gentleman that called to reschedule the appointment didn't want to explain the reps personal business.[redacted] did however, call before the appointment time to let him know we couldn't make it.I feel bad that they are upset with us but it was unavoidable the rep family problems were pretty serious. To make up for it I will send them a $50.00 [redacted] card rather than the $20.00 they were promised.Thank you[redacted]

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will await the $50 [redacted] gift card; and once it has been received, I will consider this complaint resolved.

Regards,

Review: To whom it may concern,I would like to know the process for staging a complaint against RainSoft. I believe they are engaging in misleading and dubious business practices and lying to potential customers. They approach customers in [redacted] locations and conduct a "survey" which is really a method to obtain information. I was contacted and told that just for taking the survey, I had already been awarded a [redacted] gift card. However, they are requiring that I invite them to my home and get an additional sales pitch to collect the card. In reality, they are lying by saying I have already won a gift card, when actually make the gift card conditional upon a sales pitch. That is misleading and a bold faced lie. I have been back and forth with RainSoft since the beginning of January 2016. They cancelled my first appointment and when I questioned them on my already awarded gift card, they claimed they would mail it to me. They did not. I gave them a chance to redeem themselves and they again neglected to come to my home. I called them back and again asked for my gift card which they still claimed I had already been awarded. They neglected to respond. I have since called and spoken to as many as 4 different people with the organization (I seem to get a different person every time) and each time they say they will take action and get me the card. They do not. Desired Settlement: I have contacted [redacted] about the issue, and although they appear to be sympathetic, they claim the entire program is run by RainSoft and they have no recourse. Please provide information and/or assistance.The number I have for RainSoft is [redacted] I have been told to ask for Charissa and or Kim, but I have never been successful in contacting the right people and get a different person on the phone every time I make contact. Regards,[redacted]

Business

Response:

I must admit I am very surprised by the complaint because if we were unable keep an appointment we would as a normal course of business offer to send them the $20.00 gift card which I will be happy to do. There 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 Tempe. We 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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I received a card in the mail for "Marketing Research of HQW" with address "[redacted]" and filled out a really long survey ONLY because they promised I would receive a $20 Home Depot gift card in the mail. Well, I filled that out May 14, 2015, and here it is 10 months later (Mar 8, 2016) and NEVER received a card. After researching the company online, I see that many other people have filed the same complaint against them on many websites! This company is FRADULENT!! What a [redacted] COMPANY!! They need to be held accountable for their deceitful practices!!Desired Settlement: I want them to send me the $20 Home Depot gift card like they promised!

Business

Response:

I was pretty shocked to read the [redacted] complaint and the tone of the complaint I wish she just called and asked for me or another manager. As the card says it comes with some restictions and they are only two. 1) Have us come out for a free water test and leave you with a free estimate or 2) stop by our showroom to receive the card. Ms [redacted] choose not to do neither and just expects us to send out a card for free that would be a foolish and expensive way to run a business. As it stands we give away hundreds of these gift cards each month to promote business but not just mail them out as gifts that's not a fair request. Having said that I would never fight someone over $20 so I will send her the gift card this week as a matter of goodwill. Thank youMichael R[redacted]High Quality Water of AZ

Consumer

Response:

The card sent out by the business states clearly and simply states: (1) Fill out the survey for a complimentary $20 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 $20 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 20 minutes filling out the survey, I didn't hear ANYTHING from then in 10 months!!!!! I had to call them, and talked to 2 people, both said I wouldn't qualify for the offer because I already had a water softener. Well, why the [redacted] 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 $20 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 [redacted], 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.[redacted]

Review: We were promised a gift card if we allowed a demonstration in our home of their products. We allowed this for almost 2 hours. When ,John Vasquez was done we talked about buying the system but informed him since we were on a fixed income we would talk about this between ourselves and let him know.AS he was leaving he was asked about our gift card he said it would be sent to us in a week. Well that has been since July and 4 phone calls to his office to talk to a lady who says she is the manager and she would make sure we would receive it. Well we have as of now not . All we want is what was promised us when they called us and asked to come into our home not us calling them.Desired Settlement: Received what was promised us ASAP>

Business

Response:

I am sorry for the delay our records show that we mailed them a $20 gift card as promised but it's no problem I will see to it a gift card is sent to them tomorrow.

Thank you

Consumer

Response:

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,

WE DO NOT BELIVE THEM. EVERYTIME WE CALLED I GOT THE SAME ANSEWER.IF AND WHEN IT COMES I WILL BELIVE IT WHEN I SEE IT IN MY HANDS.

Business

Response:

I am sorry they feel that way I wish they felt differently but we did in fact mail the $20 Loews gift card. We wouldn't lie over $20 we made have made a mistake in whom we sent the card to but believe I really don't lie.

Review: bought a RAINSOFT water softener years ago because the filter tank is guaranteed for life. Now the timer (no longer in warranty) is defective so called High Quality Water of Arizona, (Rainsoft dealer), for assistance. They sent a Technician who said the timer must be replaced (he called it upgraded) for $700 parts plus $550 labor, ($1250 total) OK so far. Next day "[redacted]" called wanting $1295 upfront before proceeding. I said that is unreasonable, parts cost upfront ok, but not the labor, plus di. She said [redacted] would call to discuss, but never did. [redacted] would not return my subsequent calls but had "[redacted]" call me. [redacted] seemed knowledgeable and explained it is a package deal at $1495 payment upfront. (again a different price). I said ok, get me a written quote so I could send payment. He took my E-mail address to send quote, plus would call me in the morning to discuss. No E-mail, no call, no nothing. Called [redacted] back and he has not returned my call. Sensing there is something terribly wrong I complained directly to Rainsoft. They said they would contact the President of High Quality Water and he will respond. To date they never responded. It is going on, back and forth, for three weeks now.

So here I am with a worthless $3000 Rainsoft tank, with a worthless lifetime guarantee.

All I need is a written quote for the timer (upgrade) so I can pay them to get my water softener working What is wrong? They will not tell me, just refuse to return my calls.Desired Settlement: send quote so I can pay them to repair (upgrade) my water softener.

Business

Response:

I feel bad about the misunderstanding the part is $1295 for a brand new computerized head upgrade. We don't have an employee named [redacted] and we don't require payment upfront and I am confused by the entire matter but I will call Mr.[redacted] to straighten it out. It should be noted that we did not sell this water system to Mr. [redacted] there is no applicable warranty and are only trying to help him get a very old water system working rather than replacing it in an effort to save him some money.

Consumer

Response:

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 just moved into a new build. This company has called me EVERY DAY 2x a day for a week wanting to "give me a free evaluation." I keep telling them I am not interested and the people hang up on me. When I nicely ask for them to remove me from their list, before I can even finish my sentence they hang up on me. So, I am going to schedule them as many times as possible and not show up and be rude right back to them. What company things that by harassing me with phone calls I am going to be interested in doing business with them? Call me one time. Send me a coupon in the mail and I'll call you if I want my water tested. A-holes.

Review: On July 10th at 7:20 PM a sales representative named [redacted] on behalf of High Quality Water of Tempe entered our home saying he would proceed to test our water and provide details about water filtering improvement techniques. He proceeded to give a scripted presentation which detailed much information about his company and about water quality. Towards the end of the presentation I asked him to explain the data behind him saying that there is clinically significant cryptosporidium and heavy metals such as magnesium, chloride, iron, manganese, etc and if he could provide data stating these levels in our water were at a level harmful to our health. The agent [redacted] reacted aggressively and said "well if you are as[redacted] that question you won't be buying this product probably so I should leave", and proceeded to make several personal insults towards myself and my wife. I mentioned to him that as a doctor myself I was not conviced of the data he presented - he proceeded to tell me that I was a terrible doctor for not filtering my water and made several more insults regarding the competence of myself and my wife, all while being within the borders of our home. I asked him if he would provide contact information for his company including any contacts for management or human resources that I could talk to. He refused to provide information and told me to look it up, and left our home slamming the door.

I genuinely fear for other customers if this agent is allowed into their homes and is allowed to insult them without consequence. We were also promised a [redacted] gift card of $25 dollars for allowing the agent into our home which we never received.Desired Settlement: I would have desired a respectful encounter with this agent regardless of whether his product was purchased or not.

Business

Response:

I read the complaint and have reached out to the [redacted] family to apologize by Email and voicemail. It is not our policy to upset and client in anyway shape or form. In this case, we have a new rep trained to believe in water filtration, the human body's need to drink several glasses of water a day and Dr [redacted] didn't agree and although I believe this is very much blown out of proportion as the rep is a nice person just trying to do his job and he has quite a bit of documentation to back up his claims but it is not our job it is not our intent to argue with clients under any circumstances. I look forward to apologizing to the family as it could have been handled much more professionally. With regard to the [redacted] gift card by policy we al ways leave a $20 gift card (not $25) which apparently he forgot so we will send one in the mail ASAP.[redacted]