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Nuvo Residential, LLC

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Reviews Nuvo Residential, LLC

Nuvo Residential, LLC Reviews (17)

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I am hoping to also receive the refund for the replacement filter of $that we had to purchase only for the smell to temporarily go away The total refund would be $ [redacted] I greatly appreciate this prompt response We will package it up this weekend and send it back.Please confirm refund of $ [redacted] as requested and again thank you for your help Sincerely, [redacted]

As a longtime customer, we're sorry that Mr [redacted] has not felt satisfied with his purchaseWe have been communicating with him frequently trying to resolve his concernsUnfortunately, with his busy work schedule we have had limited success and we have only ever been able to temporarily resolve his concernsSome of his dissatisfaction may stem from a general misunderstanding about our productWe are not a drinking water filtration system, but are a conditioning/softening system designed to prevent and remove hard water scale.Our product introduces an FDA approved citrate into Mr [redacted] 's water and is completely safe to drinkEven if a cartridge is damaged and all of the citric acid is rapidly released, the level of citric acid in a glass of water is well below the amount of citric acid he would ingest by eating citrus fruitWe offer a day money back guarantee for all customers who are not fully satisfiedMr [redacted] has been a customer with us for several years and is well outside of his day money back windowHowever, we are willing to offer a refund because we have only been able to temporarily resolve his issues and believe he tried troubleshooting his system with us in good faithIf Mr [redacted] is still interested in receiving a refund please have him reach out to usIf we do not hear from him will will reach out to him over the phone to set up a refund

Good afternoon,We are sorry to hear that the customer is upsetThe reason we cannot offer a refund is because the point of purchase in this case was the plumber from whom the customer bought the system, not the manufacturer (which is us)We cannot force a third party distributor to provide a refund to a customer, particularly when the requested refund falls so far beyond the timeframe outlined in our return policy.The test that was performed on your water was a grains of hardness (GH) test, designed to determine the efficacy of salt-based softeners by measuring how many minerals are present in the waterSalt systems use an ion-exchange process to completely remove minerals from your waterOur system uses a food-grade citrate to bond with the hard water minerals, altering the calcium carbonate into calcium citrateThis prevents the minerals from sticking to the pipes, faucets and fixtures by causing it to bond with the citrus insteadBecause our system uses chelation to treat the hard water rather than ion-exchange, this test is not a valid measurement of the effectiveness of our productOur returns policy is based solely on satisfaction, so the responsibility of initiating the return within the established timeframe is entirely on the customerThis information can be found on the installation guide (located directly above the lifetime guarantee referenced in the initial complaint) that comes with the packaging of the system, on our web site (www.nuvoh2o.com/90-day-money-back), as well as the television advertisements for the product.Again, we are sorry to hear that the customer was not satisfied with the system and are happy to continue to assist them with troubleshooting as much as we can.Sincerely,Jacob K***

Good afternoon, We will be happy to provide the customer with a return label if he hasn't already been issued oneHis request falls within our day money-back guarantee, which we will certainly honor in this caseOnce it arrives back at our warehouse, we will issue a full refund to the card
on which the purchase was made. Sincerely, Jacob K***nuvoH2O Compliance Officer

***,
We apologize for the misunderstanding about how our system worksIts process for addressing hard water is different than the traditional ion-exchange process that is used in salt-based systems, and therefore provides different resultsAs stated in your conversation with our company on
1/4/2016, you have had your system well past the days usually offered for returnsHowever, after reviewing your case, we are willing to make an exception in this instance and provide a full refund to you for your Manor system that was purchased on 4/12/This refund will be predicated on the return of your system, and will total $***
Here is our address for the return of this unit:
nuvoH2O Warehouse
South Freeport IndPkwy
Bldg GUnit A
Clearfield, UT
Please let us know if you have any additional questions or concerns
Sincerely,
Jacob K***

Good afternoon, We apologize that the customer has not been satisfied with the performance of their nuvoH2O system purchased back in While we receive very few complaints, there are instances where customers are not happy with the system, and we always work with them the best we canHowever,
as they stated in their message, the system was purchased from a third party distributorThis distributor is who they would need to arrange a potential return, not with the manufacturer (nuvoH2O)It appears that they attempted to do so, but the seller refused to provide that refundGiven our product includes a standard day money-back guarantee, there is no obligation on the plumber’s end to provide that refund to the customer more than a year after installing the systemAs for the lifetime warranty of the product, the offer to exchange the product at no cost does not mean that we will pay for one of our competitors’ items to be installed instead of our systemWhat it does mean is that if there are any problems with the unit cracking, leaking, or undergoing some other type of wear-and-tear damage, we will replace the damaged or defective part of the system at no cost to the customerWe apologize for the confusion, and are more than happy to continue working with the customer to possibly resolve this matterUnfortunately, as previously stated, we cannot offer a refund of the price of the unit for two reasons: 1) the system was purchased through a third-party distributor, and 2) the item was not refunded by the seller because it was beyond the days allowed for returnsWe also cannot purchase a salt-based water softener for the customer, as they misunderstood our lifetime warrantyIf there is a part of the system that is damaged or needs to be replaced, we invite them to contact our Customer Service department at (877) 688-and we will be happy to replace it for themSincerely, Jacob K*** Customer Service Manager

Complaint: ***
I am rejecting this response because:Please post my unhappiness with this product on the Revdex.com websiteIt doesn't work, and I am not satisfied, and feel that others should know itThere are exceptions to every rule, when it is called forI have worked in retail/customer service for over years, and believe there can and should be exceptionsThis manufacturer just chooses not to make an exceptionI thought it was better to give your system more time to prove itselfThat is being held against meYou could also ask Verde Sol Air (who installed it) to replace it at your cost, but you refuseI understand what position you are takingI just don't agree with itWe work hard for our money, and now we have a system that doesn't work for us, and we cannot afford another oneSo be it
Sincerely,
*** * *** *** ***

I’m sorry for the delay in responding, it was because of the long weekendHow old are Mr***’s copper pipes? When citric acid is introduced to copper pipes it does not remove any of the copper from the pipesCitric acid is simply too weak an acid and cannot react with elemental copperI spoke with our chemist and she provided the following link: http://www.chemguide.co.uk/physical/redoxeqia/predict.htmlIn that link, Mr*** will see that sulphuric acid is not capable of removing elemental copper and sulphuric acid is much stronger than citric acid. As requested, we are willing to offer Mr*** a refundWe sent him an email on October 25th and a follow up email on November 16th which he has not responded toWould Mr*** like to wait until the results of his EPA investigation before proceeding?

Complaint: [redacted]
I am rejecting this response because:I am not surprised with the false statement made by Nuvo to Revdex.com regarding their communications with me. They have not responded to ONE of my emails regarding this issue. I have copies of all sent mails indicating they have not responded. They ignore my complaint by not mentioned one word about their filters leaking all contents. The serious problem of leaking filter content is mentioned for the first time in their Revdex.com reply. They attempt to disguise my complaint saying the product is not a water filter. However, there is a filter in the system that drinking water flows through, it is in nuvo every ad. Inside the plastic filter canister that is shown on all their advertisements is a product that leaks into drinking water system causing green strong smelling water. I am not complaining that the product does or does not filter water. My complaint that Nuvo ignores is that the contents of the filter rapidly leaks into my drinking water and turns the water green causing my family to become ill. I have reported Nuvo to Environment Violations due to their lack of concern to address this serious problem. The rapid leaking of filter product has happened several times to me and Nuvo will not acknowledge or discuss the problem in writing or tell me what damage / illness it is causing my family and pets. The FDA approval that Nuvo refers to does not indicate the entire contents of the filter dumping into my water supply over a period of minutes. When I pull the new filter canister out of the housing (shown on their advertisement) it is empty. All contents are in my drinking water system causing green water. The last bit of water in the filter that I remove bleaches everything it touches to a bright white including brass drains bleached. Nuvo will not discuss health issues or damage caused by failed filters. They will not respond in writing to any of my complaints or concerns. I do not believe their comment that the contents of the filter are harmless. I have a large filter (manor) and it cannot be safe if it bleaches gray concrete to white. I will wait for the reply from Environment Violations to see what they will investigate and find. I appreciate Revdex.com assistance to resolve this issue since Nuvo did not respond to me before Revdex.com involvement. Revdex.com have proven how valuable they are to consumers since Nuvo ignored all my previous complaints.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I am hoping to also receive the refund for the replacement filter of $89.99 that we had to purchase only for the smell to temporarily go away.  The total refund would be $[redacted].  I greatly appreciate this prompt response.  We will package it up this weekend and send it back.Please confirm refund of $[redacted] as requested and again thank you for your help.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Good morning,We are very sorry to hear about the experience of this customer. Due to an unforeseen spike in demand, we've had to deplete our inventory in order to satisfy those orders. This has left us with a delay in shipping out new orders until we can get more product in our inventory. I will be...

happy to cancel this customer's auto-shipment and refund their money, or if they would prefer, I would be willing to even still send this cartridge to them when it is back in stock and refund the cost of the cartridge due to the product being on back-order for so long. Either way, we will be refunding the customer their money and will either send that item to them or simply cancel the order as well as future auto-ship orders.Please let us know if there are any additional questions.Sincerely,Jacob K[redacted]

Good afternoon,We apologize to the customer about the delay in their shipment. Since this order was placed we have received more of the product in stock, but for some reason it still wasn't shipped out in a timely manner. As a result, I will be happy to refund them for the entirety of their...

cartridge ($62.99) and also ship this cartridge out as soon as possible without any additional charge. Once that has been shipped, we will have the tracking number emailed to the customer.Again, we are sorry to hear about the delay in fulfilling this order, and please let the customer know that they can contact us with any further questions.Sincerely,Jacob K[redacted]

As a longtime customer, we're sorry that Mr. [redacted] has not felt satisfied with his purchase. We have been communicating with him frequently trying to resolve his concerns. Unfortunately, with his busy work schedule we have had limited success and we have only ever been able to temporarily resolve...

his concerns. Some of his dissatisfaction may stem from a general misunderstanding about our product. We are not a drinking water filtration system, but are a conditioning/softening system designed to prevent and remove hard water scale.Our product introduces an FDA approved citrate into Mr. [redacted]'s water and is completely safe to drink. Even if a cartridge is damaged and all of the citric acid is rapidly released, the level of citric acid in a glass of water is well below the amount of citric acid he would ingest by eating citrus fruit. We offer a 90 day money back guarantee for all customers who are not fully satisfied. Mr. [redacted] has been a customer with us for several years and is well outside of his 90 day money back window. However, we are willing to offer a refund because we have only been able to temporarily resolve his issues and believe he tried troubleshooting his system with us in good faith. If Mr. [redacted] is still interested in receiving a refund please have him reach out to us. If we do not hear from him will will reach out to him over the phone to set up a refund.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

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Address: PO Box 160102, Clearfield, Utah, United States, 84016-0102

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