Modern Water Solutions

Telling the customer of a service they provide with the sale but don't actually provide that service.We bought their system with the sales pitch of 10 years of free filter changes and that was part of their service package. I was then told that the sales person is subcontracted out and they can pretty much say what they want while selling the product so long as they don't put it down on the contact. The sale was on February 14 2014 on their water purification system. The sales rep was [redacted]. The cost of the unit was $6924.50Desired SettlementI am looking for them to hold up their part of the sale that their sales person had sold as part of their service. Business Response We have been trying to contact Mr.[redacted] repeatedly. He still hasn't returned any calls to get this dispute resolved. We will be happy to explain the warranty and service aspects of the system thoroughly again, and offer a referral program for discounted and/or free filters for the duration of the 25 year warranty*. We are also happy to service the system(s) if needed at no cost for the service. * Warranty covers labour, parts (excluding filters), time spent, and mileage.

Complaint[redacted] We were visited by saleman [redacted] promptly after he was referred to us by neighbors. We purchased this water system August 2014 along with 25 year service guarantee. System included a Reverse Osmosis (RO) drinking water system and a softener plus system. We have not been happy with the service or the system since it was put in. The water is leaving stains on all our new pluming fixtures. Toilets are awful we also have a problem with mold growing in toilet tanks. Our fridge water cooler and ice machine may not be able to be salvaged the smell of both water and ice is unbearable. Last year they added a piece of equipment to the system called a SIM to remove iron. It seemed to help a little bit but we still are experiencing problems with staining smelly RO water etc. We have had a few service visits to try to get the system working for us to no avail. The last 6 months we have had service people miss countless appointments I have been trying to get service by calling for the last 6 weeks. We are currently buying drinking water we haven't been able to use our fridge ice maker and water machine since July as the filters are too expensive to change every two weeks. These filters should last 6 months. I have asked several times for an email address to do all correspondence in email because every time we talk to someone in the office the story changes. One conversation lead to them saying they would take out all of the system and replace everything with new to see if it would fix our problems. The next conversation they are not replacing anything but filters for our Reverse Osmosis system. I would like a record of what they have said. I do not see this business relationship working out for the next 25 years as I am having so much trouble getting problems resolved. I feel a refund is the best solution to this problem. Desired SettlementI would like to return the water system for a full refund. [redacted] Business Response [redacted]We have been in contact with the customer on multiple occasions in the past. We have tried to contact again today November 26th/2015 to see if issue has been resolved with our technician. No answer as of yet. Customer will have to contact us at earliest convenience. We will continue to attempt contact in the days coming. We are more than willing to have complaint resolved. [redacted]Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)[redacted] and I spoke on Nov 17 he said he would get my system working to my satisfaction. He sent a tech to change the filters in the Reverse Osmosis that day to get us drinking water again. Nov 26th I was contacted by the Manager ([redacted])and Tech ([redacted])at Modern Water they told me they would be coming out to upgrade my Iron filter (SIM) and that I would need a chlorinator ($3500) to solve my water problems. Spending more money should not have to happen. The salesman insisted the initial system I was sold would take care of all my water treatment needs. Unfortunately it has failed beyond miserably. The drinking water is already smelly again and they have dropped off the upgrade equipment they have offered me but it is not installed yet.Again I would like to ask for my money back or maybe they would replace it with a Ozonation system or something that may work to treat my water rather then me spending more money to treat my water. The customer service here is now working and I have paid for 25 years of service.I have been calling for 10 weeks and to date all that has been done is a filter change and the equipment drop off. [redacted]Final Consumer Response [redacted] A Chlorinator was installed to try to help fix our water staining issues. After installation the Chorinator mixing tank was leaking in our basement for 4 months before we could get the service tech back out to fix the leak. Also we were not informed that the chlorine needed to be diluted and the full strength stopped the pump from working. When the tech came to fix the leak and the pump he did not return the water lines into the sewer and the system back washed 2 inches of water over 1/3 of the basement floor. I asked for help to clean this up as it soaked my storage in the basement. No help came. I have hours into the clean up and the job is still not done.Also the chlorinator pump that was replaced does not seem to be working. Again I would like my money returned and they can have this poor system back. [redacted]Final Business Response The client [redacted] had service done by our service technician a week ago where we asked them to give us a call back if the service did not solve the issues in the case. We have not heard from them since, and are assuming that the service has resolved the issues.

We purchased a water system in December 2014 with a guarantee the system would work and there would be no charge for filters or any service. We are now told there are charges for filters (approximately $75-100 per filter) and for a UV light ($800.00), which will happen. We were also told we had a year to change our minds about the system, which they told us they would not honour.Desired SettlementWe do not want the system, which we told them before the year trial period; however, they would not accept. Now we are told about the extra charges, which we were told they were not going to be any. We want to return the system for a refund.Business Response We have spoken with [redacted] as of 01/06/2016 regarding the above case. There had been a miscommunication in regards to the cost of filters between a service technician, sales representative, and Mrs. [redacted]. The miscommunication has since been resolved and [redacted] will be receiving service Friday or Saturday the 8-9th of January for an annual filter change. [redacted] Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)We have received assurances in writing from the General Manager of Modern Water that we will not be charged for any services or products that were promised at the time of purchase.

Complaint[redacted]We bought the water system in the fall of 2014 because it was promised to have free maintenance for 10 years and free filters for 2 years. Now a year later we are being asked to pay for filters and there is no maintenance. The product does also is not performing up to the level that they had promised in terms of how much salt is being used.Desired SettlementService the equipement so it works properly and fulfil sales promises.Business Response [redacted]We have resolved the issue of filters, and have set up a time to come out and give service to the system. [redacted]Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Although we had several calls from the business, there was no appointment time ever set for maintenance- only a generic "we will send someone out next week". No one came out. Then they called early this week and asked if they could talk us through the maintenance over the phone. We insisted they send someone out to do the maintenance as was promised when we bought the water system. I was very clear that if they did not have someone out this week I would not accept their response of this claim.[redacted]Final Consumer Response They showed up to the promised appointment, maintenance has still not been completed.Final Business Response As per the conversation on Feb 4th 2016 at 6:44pm, it was affirmed that in fact it was not the companies system causing any issue. The well itself was at fault. Mr. [redacted] has agreed with this and the company is sending information on how to flock his well free of charge. Service appointments were met and service has been completed for yearly maintenance. Both systems are working properly. Thank you.

filter system not workingOn June 24/14 filtration was installed. About 2 & 1/2 months the water was tasting like it had before. After 3 months, the system stopped working completely, no water running through system or tap installed. I phoned a few times in Oct/14 and was told they would have the installer phone me. Since I never was contacted, I left it, because I was told they would come in 1 yr. to replace the filters, no one came. Called today May 16/16. Was told a rep. would be sent out. Also said that in Oct. 14/14. also told I had only 10 days to cancel the system.Desired Settlementa refund, because the system does not work, [redacted]Business Response We have called the number provided for [redacted], and have left a voicemail. We do contact all our customers yearly and leave voicemail's if there isn't an answer for their yearly servicing.

This company sent bingo type cards for free gifts to get a 6000.00 water system into my 85 year old mothers home.My mother received a bingo type coupon in the mail. She scratched the card and won a free set of dishes/pans. She called the number and a salesman came out and brought the gift along with a sales pitch for a new 'modern water solution' system. This was the week of February 24,2014. She agreed to try it out only if her daughter approved but her daughter was away on holidays and would have to wait until she was back the week of March 3, 2014. He convinced my mother that they could put it in for a trial period under no obligation until he spoke to me and if she decided she did not want it there would be no problem removing the system. I was informed when I arrived home about the situation. I talked to the young salesman and he wanted to show me what the system was all about and was going to come to my home and show my spouse and myself the set up the following weekend of March 8, 2014. During the week we realized that this was not financially affordable for my mother and I called the salesman to ask for him to call me on my cell phone or text me about the system. He did not return my call, I called him back and again no answer but I did leave a detailed message that we did not want the system and that we would appreciate it removed as soon as possible and that I would like my mothers void cheque back. Again I had no response, this was going on two weeks. I once again called and stated on his answering machine that I would like someone to call me and that it was only a couple days and the system was temporarily installed into my mothers home but yet it was over two weeks and it still had not been removed on my request not had I had a call on my cell phone for confirmation. It was within a couple days that my mother called and they came in to remove it finally. My sister and brother in law went to moms this past weekend, March 21, 2014. My brother in law found the water softener unhooked and a tap at the upstairs sink, as a result of the removal of their system. There is also a sewer odor under the sink I am assuming from the open line of the tap, although I am not a plumber this smell was never there before. The tap and water softener were functioning prior to the water system installed in my mothers home.I called the company on Monday March 24, 2014 at 10:00 am. [redacted]. I explained the situation and he said he was the one who uninstalled the unit and that he asked the man(my mothers spouse) who is 85 years old as well, to go to the hardware store and get a part to put the tap back together as it went missing. [redacted]! And he said he did not think the softener was in working order because it was [redacted] old. So they never hooked it up. He said he was not the installer just the guy who uninstalled this particular unit. [redacted]. He said he would have someone there in the next two days by the end of the conversation. This morning, March 25, 2014, my mother called me to tell me that one of the employees showed up after 10pm last night. My sister did not let him in as my mother was in bed. [redacted]Desired SettlementI feel that this company needs to put my mothers home back the way they found it. [redacted]Business Response Representative:[redacted]At the initial show, it was evident that [redacted] would very much benefit from the system. She saw how it would save her time on cleaning and be healthier for her, especially for cooking and making tea and coffee.[redacted] She did point out that she wanted to go ahead with it but only on the condition that I show her daughter the system to make sure she approved and I consented to this. I spoke to her daughter a few days later and set up a time to do a show for her, assuring her that we would not cash [redacted]s cheque if she did not approve. I texted her several times during the week and she did not respond. Finally she left a message two days before our appointment time saying she just wanted to cancel it for her mom.I immediately contacted the office and told them about the cancellation, [redacted] I stopped by on two occasions after the install to [redacted] test the water and ask how it was working and she seemed extremely happy with it.[redacted]The office (owner):[redacted] Days after the installation of this sale I personally took the call from the customer (the mother). [redacted] Usually there is fees involved if a cancellation happens after the product is installed. First of all there is never a trial period as it mentions in the sales agreement [redacted]- and it also mentions that if the agreement is canceled the seller may be entitled to reasonable compensation for goods consumed or services provided. Based on the situation of this cancellation and concluding the customer was not at fault the cancellation fees were not even mentioned [redacted] It was not even mentioned that there obviously is usually fees. [redacted] We uninstalled the product. Days later we get a call concerning the installer that removed the product didn't install some other company's product? [redacted] one of our installers made a a special effort [redacted] to reinstall some other company's product. It was late at night (because we were extremely busy). The installer was refused and told to come back some other time? [redacted] Days later a different installer found the time to reinstall some other company's product and fix a tap for the customer. The next day we get another call from the customer concerning the tap was leaking. We sent an installer again to repair this tap. (the leak was not a fault of the installer but because it is aged and needs replacing regardless). Consumers desired resolution:We already solved any concerns before this complaint was even received.[redacted]We received no complaints from the actual customer other then the fact that she can't have the system. [redacted]Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I just spoke to my mother and yes they fixed the problem on Monday March 31/2014. Not before I filed this complaint. [redacted] Nor have I ever received a text from this young man. There are 6 children in this family and it was a decision made by all 6 of us, I just happened to be the one to speak for us. Regardless whether it is in the contract for a trial or not my mother told us that is what she was told. The problem has been identified and corrected[redacted]