October 7, 2014 [redacted] BBB of Central Indiana 151 N. Delaware #2020 Indianapolis, IN 46204-2599 Dear... ***: (Regarding BBB – ID # [redacted] ) We at FREIJE Treatment Systems, Inc. take pride in manufacturing industry leading water treatment equipment. We have a 25 year history of providing successful water treatment to a wide base of satisfied customers in Industrial, Commercial & Residential applications throughout North America. We take our leadership position seriously, which is why every customer issue or complaint is treated with the utmost respect. Per your FAX, we have received the information about the consumer complaint with FREIJE Treatment Systems, Inc. and have investigated with the following information per our records. 1. [redacted] purchased his No-Salt Conditoner Model 2200 on April 1, 2014. Our EasyWater No-Salt Conditioners carry a 90 day money back guarantee and a product replacement warranty of 3 years. All contact related to any satisfaction questions were clearly well beyond any money back guarantee period and therefore should not be a BBB relevant complaint. 2. Following Mr. [redacted] purchase of the No-Salt Conditoner there was no additional communication up until August 28, 2014. On August 28th Mr. [redacted] sent an email directly to the original sales person with questions surrounding water spotting and informing us that the spotting had gotten worse. It was explained to Mr. [redacted] that this is a normal part of the descaling process and that after his homes plumbing lines and water using appliances had been completely descaled, his level of spotting would return to normal. Mr. [redacted] was directed to contact our Customer Support Team for further information and instruction pertaining to this process. Mr. [redacted] did not respond to this recommendation and no further communication took place until October 1st. 3. On October 1st Mr. [redacted] emailed the original sales person citing the mineral spotting on his showerhead & shower door and requested instructions on how to return the equipment for a full refund. Mr. [redacted] was again informed that this is normal with this equipment and that returning the equipment was no longer an option. 4. Additionally, at no time was Mr. [redacted] informed by one of our employees directly nor is it written within our company literature or on our website, that the No-Salt Conditioner will eliminate hard water spots/stains on external surfaces such as bathroom fixtures, walls or anywhere else water dries and evaporates. At FREIJE, we are committed to properly serving our customers and it is not our intention to have anything less than a satisfied customer. Thank you for your assistance in this matter. Sincerely, [redacted] ***Director of National Sales FREIJE Treatment Systems, Inc.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowTheir website is deceptive with their advertising and product claims. Ref attached recent snapshots from their website. They include a conversation between a "*** ***" and Easy Water. In that conversation, Ms. *** is complaining about hard water staining their toilets, showers and sinks. EasyWater's response implied that the EasyWater No-Salt Conditioner would address those concernsAlso - in another snapshop FROM THEIR WEBSITE: "EasyWater No-SALT Water Conditions" physically changes them (minerals) to keem them from adhering to surfaces." The last time I checked - shower walls and doors were SURFACES!
The bottom line - When *** *** - their sales rep, spoke to me on the phone, he assured me this system would solve my hard-water stain problems. I would task you to retrieve their recorded conversations with me (they warn you when you call that they record all conversations.) If they keep DO not fraudulently edit these conversations, you will see hear the verbal promisesAnother note: Their 90-day guarantee is useless. They tell you it takes longer than days for the system to work properly. This is an escape clause that they built into their terms and conditions to keep from honoring a true performance guaranteeRegards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.]Thank you for forwarding me the response to this compliant.However, I am not satisfied with their response because once again they are blaming the plumberThe problem with this, is that Easy Water referred me to the Plumber saying he was their representative in my area and they highly recommended himNow they are trying to say he was a CONTRACTOR and NOT their representativeThis is either an out right lie or a gross misrepresentation of the facts.Easy Water must be held accountable, as I originally contacted them directly, and they referred me to the plumber, telling me he was their representative!Can YOU, the Revdex.com investigate this firm as to what type of training they provide their representativesAccording to Easy Water the representative installed the wrong type of equipment to alleviate my problemHowever, EASY WATER told my representative what type of equipment to install.Now because of their lies or incompetence, their solution is to SELL me more products? This is NOT acceptable.
Regards,
*** ***
December 4, 2015(Regarding Revdex.com – ID # [redacted])It is not feasible to predict all possible water
quality problems that may arise in the future nor would it have been financially
reasonable to expect Mr. [redacted] to purchase equipment that was not necessary to
solve his problem at the time the water was tested in August of 2012. The problem Mr. [redacted] is experiencing is a new
problem that did not exist at the time his water was tested. We stand behind our original response submitted on November
17, 2015. Respectfully,Brandon [redacted], Director of National SalesFREIJE Treatment Systems, Inc.
Although we stand behind our original response submitted on October 7, 2014, we have additional information to furnish.
We make every reasonable effort to ensure that all content on our website, advertising and product literature is truthful and representative of what each of our products provide. This is true of all of our content including the specific pages referenced. Scale is what is formed inside of plumbing lines and within water using appliances such as the gas water heater illustrated in the “How It Works” slide. The No-Salt Conditioner prevents hard water scale from forming within a home’s plumbing system. The No-Salt Conditioner is not designed to prevent the evaporative mineral that Mr. [redacted] describes. Untreated hard water is oftentimes evidenced by evaporative mineral on external surfaces; however this is evidence of a much larger problem where unseen scale buildup reduces plumbing and water using appliances efficiency and ultimately shortening their overall lifespan resulting in increased costs for homeowners and business owners alike.
All recorded conversations and email correspondence between Mr. [redacted] and our employees were reviewed. After this review our initial statement from our previous response submitted on October 7, 2014 remains true. At no time was Mr. [redacted] neither informed by one of our employees directly nor is it written within our company literature or on our website that the No-Salt Conditioner will eliminate hard water spots/stains on external surfaces such as bathroom fixtures, walls or anywhere else water dries and evaporates.
The 90 Day Money Back Guarantee is offered on this product to provide homeowners who are not experienced with this type of water treatment the opportunity to experience this method of treatment themselves. The No-Salt Conditioner begins conditioning water upon installation and requires no incubation period. The complete removal of scale within the homes plumbing does take time and the amount of time that this process will take depends on several variables such as age of home(How long has hard water been forming scale within the plumbing?), the level of hardness(How hard is the water?), treatment history(Has there been any protection form hard water since home was built?), etc. These factors all play a part in determining the time frame in which the system will completely remove the existing scale within the homes plumbing. This process however has little impact on the evaporative mineral that Mr. [redacted] describes on his shower head , shower doors and other external surfaces. Evaporative mineral would be seen on these surfaces beginning on day one following installation and would continue even after the scale within the homes plumbing system had been completely removed.
Respectfully,
[redacted]Director of National SalesFREIJE Treatment Systems, Inc.
[redacted]Revdex.com of Central Indiana
151 N. Delaware #2020
Indianapolis, IN 46204-2599
Dear...
[redacted]: �...⇄ (Regarding Revdex.com – ID # [redacted])
We at FREIJE Treatment Systems, Inc. take pride in manufacturing industry leading water treatment equipment. We have a 25 year history of providing successful water treatment to a wide base of satisfied customers in Industrial, Commercial & Residential applications throughout North America.
We take our leadership position seriously, which is why every customer issue or complaint is treated with the utmost respect. Per your FAX, we have received the information about the consumer complaint with FREIJE Treatment Systems, Inc. and have investigated with the following information per our records.
1. [redacted] purchased his No-Salt Conditoner Model 2200 on April 1, 2014. Our EasyWater No-Salt Conditioners carry a 90 day money back guarantee and a product replacement warranty of 3 years. All contact related to any satisfaction questions were clearly well beyond any money back guarantee period and therefore should not be a Revdex.com relevant complaint.
2. Following Mr. [redacted] purchase of the No-Salt Conditoner there was no additional communication up until August 28, 2014. On August 28th Mr. [redacted] sent an email directly to the original sales person with questions surrounding water spotting and informing us that the spotting had gotten worse. It was explained to Mr. [redacted] that this is a normal part of the descaling process and that after his homes plumbing lines and water using appliances had been completely descaled, his level of spotting would return to normal. Mr. [redacted] was directed to contact our Customer Support Team for further information and instruction pertaining to this process. Mr. [redacted] did not respond to this recommendation and no further communication took place until October 1st.
3. On October 1st Mr. [redacted] emailed the original sales person citing the mineral spotting on his showerhead & shower door and requested instructions on how to return the equipment for a full refund. Mr. [redacted] was again informed that this is normal with this equipment and that returning the equipment was no longer an option.
4. Additionally, at no time was Mr. [redacted] informed by one of our employees directly nor is it written within our company literature or on our website, that the No-Salt Conditioner will eliminate hard water spots/stains on external surfaces such as bathroom fixtures, walls or anywhere else water dries and evaporates.
At FREIJE, we are committed to properly serving our customers and it is not our intention to have anything less than a satisfied customer. Thank you for your assistance in this matter.
Sincerely,
[redacted]Director of National Sales
FREIJE Treatment Systems, Inc.
November 17, 2015Dear [redacted]: �...⇄ (Regarding
Revdex.com – ID # [redacted])We at...
FREIJE Treatment
Systems, Inc. take pride in manufacturing industry leading water treatment
equipment. We have a nearly 30 year
history of providing successful water treatment to a wide base of satisfied
customers in Industrial, Commercial & Residential applications throughout
North America. We take our leadership
position seriously, which is why every customer issue or complaint is treated
with the utmost respect. Per your email,
we have received the information about the consumer complaint with FREIJE Treatment
Systems, Inc. and have investigated with the following information per our
records.Mr. [redacted]’ water quality has changed substantially since originally installing the existing equipment. The most notable change is the presence of iron bacteria which is an entirely separate water quality issue and which requires additional equipment to effectively eradicate. The equipment installed at Mr. [redacted]’ home in August of 2012 is not capable of removing iron bacteria from the water. Prior to Mr. [redacted] purchasing and installing the Iron Shield system in August of 2012 a water test was conducted that showed no signs of iron bacteria present. The presence of iron bacteria arose well after the Iron Shield system was installed. The Iron Shield system itself is not capable nor is it designed to eliminate iron bacteria recently found within Mr. [redacted]’ well water.Our Warranty protects our customers from defects in materials or workmanship. Our systems warranty does not cover iron bacteria. Our company literature explicitly states that ‘Pre-Treatment is required if bacterial iron or sulfur-reducing bacteria is present’. Notwithstanding the above, we have shipped Mr. [redacted] a new replacement valve for the existing system at our cost in effort to assist Mr. [redacted] resolve this new water quality problem. This in no way changes the need to address the iron bacteria separately. We have also communicated to Mr. [redacted] directly that the iron bacteria now present will fowl the current equipment installed, including the new valve, if not addressed.At FREIJE, we are committed to properly serving our
customers and it is not our intention to have anything less than a satisfied
customer. Thank you for your assistance in this matter.Sincerely,Brandon [redacted]Director of
National Sales & ServiceFREIJE Treatment Systems, Inc.
October 7, 2014 [redacted] BBB of Central Indiana 151 N. Delaware #2020 Indianapolis, IN 46204-2599 Dear... ***: (Regarding BBB – ID # [redacted] ) We at FREIJE Treatment Systems, Inc. take pride in manufacturing industry leading water treatment equipment. We have a 25 year history of providing successful water treatment to a wide base of satisfied customers in Industrial, Commercial & Residential applications throughout North America. We take our leadership position seriously, which is why every customer issue or complaint is treated with the utmost respect. Per your FAX, we have received the information about the consumer complaint with FREIJE Treatment Systems, Inc. and have investigated with the following information per our records. 1. [redacted] purchased his No-Salt Conditoner Model 2200 on April 1, 2014. Our EasyWater No-Salt Conditioners carry a 90 day money back guarantee and a product replacement warranty of 3 years. All contact related to any satisfaction questions were clearly well beyond any money back guarantee period and therefore should not be a BBB relevant complaint. 2. Following Mr. [redacted] purchase of the No-Salt Conditoner there was no additional communication up until August 28, 2014. On August 28th Mr. [redacted] sent an email directly to the original sales person with questions surrounding water spotting and informing us that the spotting had gotten worse. It was explained to Mr. [redacted] that this is a normal part of the descaling process and that after his homes plumbing lines and water using appliances had been completely descaled, his level of spotting would return to normal. Mr. [redacted] was directed to contact our Customer Support Team for further information and instruction pertaining to this process. Mr. [redacted] did not respond to this recommendation and no further communication took place until October 1st. 3. On October 1st Mr. [redacted] emailed the original sales person citing the mineral spotting on his showerhead & shower door and requested instructions on how to return the equipment for a full refund. Mr. [redacted] was again informed that this is normal with this equipment and that returning the equipment was no longer an option. 4. Additionally, at no time was Mr. [redacted] informed by one of our employees directly nor is it written within our company literature or on our website, that the No-Salt Conditioner will eliminate hard water spots/stains on external surfaces such as bathroom fixtures, walls or anywhere else water dries and evaporates. At FREIJE, we are committed to properly serving our customers and it is not our intention to have anything less than a satisfied customer. Thank you for your assistance in this matter. Sincerely, [redacted] ***Director of National Sales FREIJE Treatment Systems, Inc.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowTheir website is deceptive with their advertising and product claims. Ref attached recent snapshots from their website. They include a conversation between a "*** ***" and Easy Water. In that conversation, Ms. *** is complaining about hard water staining their toilets, showers and sinks. EasyWater's response implied that the EasyWater No-Salt Conditioner would address those concernsAlso - in another snapshop FROM THEIR WEBSITE: "EasyWater No-SALT Water Conditions" physically changes them (minerals) to keem them from adhering to surfaces." The last time I checked - shower walls and doors were SURFACES!
The bottom line - When *** *** - their sales rep, spoke to me on the phone, he assured me this system would solve my hard-water stain problems. I would task you to retrieve their recorded conversations with me (they warn you when you call that they record all conversations.) If they keep DO not fraudulently edit these conversations, you will see hear the verbal promisesAnother note: Their 90-day guarantee is useless. They tell you it takes longer than days for the system to work properly. This is an escape clause that they built into their terms and conditions to keep from honoring a true performance guaranteeRegards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.]Thank you for forwarding me the response to this compliant.However, I am not satisfied with their response because once again they are blaming the plumberThe problem with this, is that Easy Water referred me to the Plumber saying he was their representative in my area and they highly recommended himNow they are trying to say he was a CONTRACTOR and NOT their representativeThis is either an out right lie or a gross misrepresentation of the facts.Easy Water must be held accountable, as I originally contacted them directly, and they referred me to the plumber, telling me he was their representative!Can YOU, the Revdex.com investigate this firm as to what type of training they provide their representativesAccording to Easy Water the representative installed the wrong type of equipment to alleviate my problemHowever, EASY WATER told my representative what type of equipment to install.Now because of their lies or incompetence, their solution is to SELL me more products? This is NOT acceptable.
Regards,
*** ***
December 4, 2015(Regarding Revdex.com – ID # [redacted])It is not feasible to predict all possible water
quality problems that may arise in the future nor would it have been financially
reasonable to expect Mr. [redacted] to purchase equipment that was not necessary to
solve his problem at the time the water was tested in August of 2012. The problem Mr. [redacted] is experiencing is a new
problem that did not exist at the time his water was tested. We stand behind our original response submitted on November
17, 2015. Respectfully,Brandon [redacted], Director of National SalesFREIJE Treatment Systems, Inc.
Although we stand behind our original response submitted on October 7, 2014, we have additional information to furnish.
We make every reasonable effort to ensure that all content on our website, advertising and product literature is truthful and representative of what each of our products provide. This is true of all of our content including the specific pages referenced. Scale is what is formed inside of plumbing lines and within water using appliances such as the gas water heater illustrated in the “How It Works” slide. The No-Salt Conditioner prevents hard water scale from forming within a home’s plumbing system. The No-Salt Conditioner is not designed to prevent the evaporative mineral that Mr. [redacted] describes. Untreated hard water is oftentimes evidenced by evaporative mineral on external surfaces; however this is evidence of a much larger problem where unseen scale buildup reduces plumbing and water using appliances efficiency and ultimately shortening their overall lifespan resulting in increased costs for homeowners and business owners alike.
All recorded conversations and email correspondence between Mr. [redacted] and our employees were reviewed. After this review our initial statement from our previous response submitted on October 7, 2014 remains true. At no time was Mr. [redacted] neither informed by one of our employees directly nor is it written within our company literature or on our website that the No-Salt Conditioner will eliminate hard water spots/stains on external surfaces such as bathroom fixtures, walls or anywhere else water dries and evaporates.
The 90 Day Money Back Guarantee is offered on this product to provide homeowners who are not experienced with this type of water treatment the opportunity to experience this method of treatment themselves. The No-Salt Conditioner begins conditioning water upon installation and requires no incubation period. The complete removal of scale within the homes plumbing does take time and the amount of time that this process will take depends on several variables such as age of home(How long has hard water been forming scale within the plumbing?), the level of hardness(How hard is the water?), treatment history(Has there been any protection form hard water since home was built?), etc. These factors all play a part in determining the time frame in which the system will completely remove the existing scale within the homes plumbing. This process however has little impact on the evaporative mineral that Mr. [redacted] describes on his shower head , shower doors and other external surfaces. Evaporative mineral would be seen on these surfaces beginning on day one following installation and would continue even after the scale within the homes plumbing system had been completely removed.
Respectfully,
[redacted]Director of National SalesFREIJE Treatment Systems, Inc.
October 7, 2014
[redacted]Revdex.com of Central Indiana
151 N. Delaware #2020
Indianapolis, IN 46204-2599
Dear...
[redacted]: �...⇄ (Regarding Revdex.com – ID # [redacted])
We at FREIJE Treatment Systems, Inc. take pride in manufacturing industry leading water treatment equipment. We have a 25 year history of providing successful water treatment to a wide base of satisfied customers in Industrial, Commercial & Residential applications throughout North America.
We take our leadership position seriously, which is why every customer issue or complaint is treated with the utmost respect. Per your FAX, we have received the information about the consumer complaint with FREIJE Treatment Systems, Inc. and have investigated with the following information per our records.
1. [redacted] purchased his No-Salt Conditoner Model 2200 on April 1, 2014. Our EasyWater No-Salt Conditioners carry a 90 day money back guarantee and a product replacement warranty of 3 years. All contact related to any satisfaction questions were clearly well beyond any money back guarantee period and therefore should not be a Revdex.com relevant complaint.
2. Following Mr. [redacted] purchase of the No-Salt Conditoner there was no additional communication up until August 28, 2014. On August 28th Mr. [redacted] sent an email directly to the original sales person with questions surrounding water spotting and informing us that the spotting had gotten worse. It was explained to Mr. [redacted] that this is a normal part of the descaling process and that after his homes plumbing lines and water using appliances had been completely descaled, his level of spotting would return to normal. Mr. [redacted] was directed to contact our Customer Support Team for further information and instruction pertaining to this process. Mr. [redacted] did not respond to this recommendation and no further communication took place until October 1st.
3. On October 1st Mr. [redacted] emailed the original sales person citing the mineral spotting on his showerhead & shower door and requested instructions on how to return the equipment for a full refund. Mr. [redacted] was again informed that this is normal with this equipment and that returning the equipment was no longer an option.
4. Additionally, at no time was Mr. [redacted] informed by one of our employees directly nor is it written within our company literature or on our website, that the No-Salt Conditioner will eliminate hard water spots/stains on external surfaces such as bathroom fixtures, walls or anywhere else water dries and evaporates.
At FREIJE, we are committed to properly serving our customers and it is not our intention to have anything less than a satisfied customer. Thank you for your assistance in this matter.
Sincerely,
[redacted]Director of National Sales
FREIJE Treatment Systems, Inc.
November 17, 2015Dear [redacted]: �...⇄ (Regarding
Revdex.com – ID # [redacted])We at...
FREIJE Treatment
Systems, Inc. take pride in manufacturing industry leading water treatment
equipment. We have a nearly 30 year
history of providing successful water treatment to a wide base of satisfied
customers in Industrial, Commercial & Residential applications throughout
North America. We take our leadership
position seriously, which is why every customer issue or complaint is treated
with the utmost respect. Per your email,
we have received the information about the consumer complaint with FREIJE Treatment
Systems, Inc. and have investigated with the following information per our
records.Mr. [redacted]’ water quality has changed substantially since originally installing the existing equipment. The most notable change is the presence of iron bacteria which is an entirely separate water quality issue and which requires additional equipment to effectively eradicate. The equipment installed at Mr. [redacted]’ home in August of 2012 is not capable of removing iron bacteria from the water. Prior to Mr. [redacted] purchasing and installing the Iron Shield system in August of 2012 a water test was conducted that showed no signs of iron bacteria present. The presence of iron bacteria arose well after the Iron Shield system was installed. The Iron Shield system itself is not capable nor is it designed to eliminate iron bacteria recently found within Mr. [redacted]’ well water.Our Warranty protects our customers from defects in materials or workmanship. Our systems warranty does not cover iron bacteria. Our company literature explicitly states that ‘Pre-Treatment is required if bacterial iron or sulfur-reducing bacteria is present’. Notwithstanding the above, we have shipped Mr. [redacted] a new replacement valve for the existing system at our cost in effort to assist Mr. [redacted] resolve this new water quality problem. This in no way changes the need to address the iron bacteria separately. We have also communicated to Mr. [redacted] directly that the iron bacteria now present will fowl the current equipment installed, including the new valve, if not addressed.At FREIJE, we are committed to properly serving our
customers and it is not our intention to have anything less than a satisfied
customer. Thank you for your assistance in this matter.Sincerely,Brandon [redacted]Director of
National Sales & ServiceFREIJE Treatment Systems, Inc.