The Law Office of Denise Williams Lewis

I bought a full house filtration system from Reverse Osmosis SuperstoreWhen the unit arrived, it had very little information concerning how to install itThen less than a year after purchasing the system, the tank developed a leakI contacted their service departmentThey had me try a couple of things, but when those did not work, I was told, "well that should have fixed it" and no further efforts were made to resolve the issueSince the unit did not last a year before having this problem, I consider this very poor serviceI have been trying various techniques to fix the issue on my own (JB Weld, spray on sealant) but no success yetI have not been able to use the unit for more than months

The Reverse Osmosis Superstore would like to respond to the dispute by [redacted] First, we would like to point out that we are an award winning company and a company with an A rating on the Revdex.comWe process and ship thousands of orders each month to customers across the country without complaintOur systems are of the highest quality, and we take pride in them being American madeOur customer service staff works tirelessly to meet everyone's demands In regards to [redacted] , we worked beyond the call of duty for this customerFrom day 1, our customer service reps said she was extremely hostile and combatant, and they could barely even reason with herMost of the time our reps don't remember someone's name due to having so many calls, but with this particular customer, they remembered the name quicklyOur systems are quite easy to install and come with great directionsHowever, if someone is struggling to install a system, we strongly recommend hiring a plumber to install it.Our call logs show that we spoke with her separate times helping her with the installation of her systemThe reps stated to me that it was extremely difficult to help her because of her attitude and she wasn't listening to our adviceIt is the responsibility of the customer to install the system, we are a wholesale company that sells and ships out the best equipment, but we are not on site to install the system in their homeDuring the last call, we recommended hiring a plumber to complete the install, but we did note that it seemed the install was complete, because she stated the system was making water After the 4th phone call with her, we never heard back and no calls were logged from her into our systemA month later, we receive this dispute with the Revdex.comIn this dispute from [redacted] , the information is quite inaccurate and false, and our attorneys believe it is legally slanderous and defamatoryAfter receiving this report, we decided to go even one step further in trying to help her, and we had our manufacturer rep, [redacted] , give her a call to try and remedy any unsolved issuesHe spoke with her on occasions and clearly stated to us that her system was making water and working quite wellHe said that if there was any issue, that it was due to her water supply needing more pressure from her city water company, but that the system was producing great water, but she thought it should have been producing moreOur manufacturer rep indicates the system is in great working order and the problem resolved, and even offered to further assist her if need be We then thought Miss [redacted] would remove the dispute or close it, we gave her a week to do so, and she still did not remove the disputeAt this time, we have turned it over to our legal team to handle the matter, as we have gone above and beyond as a company to satisfy [redacted] as a customer Thank you, [redacted] MBAReverseOsmosis.com 1888-309-

This is absolutely wrong that a complaint was
filed and that you allowed it to be filedFirst of all, this customer had been contacting the wrong company in their communications, we have proven that to themSecond, this customer not only received their water filter order, they also were given a full refund due to UPS having an issue with delivery of their address(although it was still delivered quickly)We bent over backwards to accommodate this customer and then this? We want this removed from the record immediatelyWe will have our legal team get involved if this matter is not resolved and our A rating not kept intactWe have thousands of transactions each month and a customer that received the filters and a refund cannot do this to harm a company
*** *** MBA
ReverseOsmosis.com
1888-309-***

Reverse Osmosis Superstore works tirelessly to meet our customers' demands and needs. We have had an A rating for thousands of transactions and have maintained that rating for several years. The report filed today is a situation where we never had the opportunity to meet the demands of the...

customer. This customer ordered water filters from us, and we promptly shipped them out by UPS, just like we do hundreds of other orders every day. Our system then emails the tracking number to the customer. We have a feeling that the tracking went to her spam folder(since she says she didn't get it). In any case, she calls in to the office this morning when we were not open. Our call center takes calls starting at 11:00 am. However, one of the owners decided to answer the phone before the call center opened...just to try and help out if someone had a question on a product. He is an older gentleman and doesn't use a computer. He informed the customer that a rep would be glad to call her back when the call center opens in 45 minutes or that she could call back in 45 minutes. Well she didn't like it that she didn't receive an answer instantaneously. Within a half hour, the customer had emailed us making threats to harm us online. We received a complaint from the Revdex.com within minutes of that threatening email. Remind you, this is the first time we had ever heard from the customer. This is the type of person we are dealing with. She was very unreasonable in her expectations. I then spoke with the customer and informed her once again of her tracking number and I mentioned the Revdex.com complaint and she immediately said you deserve all of the problems that you get and hung up on me.We could certainly understand if we as a company had messed up or had not taken care of a customer within a few calls, that they would be disappointed, but this wasn't the case. This customer filed a complaint simply because we told her we would gladly get back to her with the call reps came into the office or she could call back in 45 minutes. Remind you again, this was the first time we had spoken with her.Obviously Miss [redacted] filed the complaint with the Revdex.com to harm our business and good name. The slanderous comments are simply not true. Her email also gives her intention of making these threats. We have turned this over to our attorney to look at all legal remedies. We work too hard to have someone slander and intentionally harm our business without merit. Thanks.

I bought a full house filtration system from Reverse Osmosis Superstore. When the unit arrived, it had very little information concerning how to install it. Then less than a year after purchasing the system, the tank developed a leak. I contacted their service department. They had me try a couple of things, but when those did not work, I was told, "well that should have fixed it" and no further efforts were made to resolve the issue. Since the unit did not last a year before having this problem, I consider this very poor service. I have been trying various techniques to fix the issue on my own (JB Weld, spray on sealant) but no success yet. I have not been able to use the unit for more than 6 months.

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.
I strongly disagree with the business's response. I have made 6 phone calls and left 4 voice mails during business hours over 2 week period, and nobody has responded to me. I thought they were out of business that is why I've reached for help to Revdex.com.
Now I have to deal with slender and threat of legal actions for things I've not committed and for faulty equipment and money down the drain along with city water. Total waste of resources and time. Another thing they have on their website that there is "Comprehensive 5 year warranty". According to the piece of paper included in the package I received, the warranty is 1 year. Looks like they say many things that are not true.
Yes, I have spoken with [redacted] from Wood Brothers who suggested checking water pressure and the quality of water via tds tester. I have purchased a pressure gauge but I could not find a tds tester in the local Home Depot, Lowes, O'Reilly stores. I will place an order on line today, will get it probably by end of week and will call [redacted] again for advise as to the next step.
We don't live in some extreme conditions that would prevent the system to work properly. The system was easy to install and according to their website and short video, they had a female customer in Texas that was able to install it, that is how easy it is.
Looks like this company's response is attack and blame customers instead of working with them, and get referrals to sell more.
I would appreciate any suggestions you may have to get this resolved. Thank you.
 
 
 
Regards,
Joanna Tatarczany

I called the Reverse Osmosis Superstore to get clarity of a few product questions before I purchase a system. The man that answered the phone told me "[redacted]" would call me back in 10 minutes. No call was returned. I called again and the same man said he's call "[redacted]" and [redacted] would call me shortly. No call was returned. I called again. The same man answered and I asked if they wanted my business. He asked me, "Is this Jo?" I said yes. He said [redacted] would call me but "it's Friday and a lot of people are getting ready to end their work week. He also said (in a rude tone" I told you he'd call you when he had a chance. I told him he actually told me [redacted] would call me 1st time within 10 minutes, 2nd time ...right back.. At this point I felt this man was not at all interested in me as a customer. I asked for clairification of the company name and he hung up. I wanted the exact company name so I could research and find upper management to complain to.

The Reverse Osmosis Superstore would like to
respond to the dispute by [redacted]. First, we would like to
point out that we are an award winning company and a company with an A
rating on the Revdex.com. We process and ship thousands of orders each month...

to
customers across the country without complaint. Our systems are of the
highest quality, and we take pride in them being American made. Our
customer service staff works tirelessly to meet everyone's demands.
In
regards to [redacted], we worked beyond the call of duty for
this customer. From day 1, our customer service reps said she was
extremely hostile and combatant, and they could barely even reason with
her. Most of the time our reps don't remember someone's name due to
having so many calls, but with this particular customer, they remembered
the name quickly. Our systems are quite easy to install and come with
great directions. However, if someone is struggling to install a system,
we strongly recommend hiring a plumber to install it.Our
call logs show that we spoke with her 4 separate times helping her with
the installation of her system. The reps stated to me that it was
extremely difficult to help her because of her attitude and she wasn't
listening to our advice. It is the responsibility of the customer to
install the system, we are a wholesale company that sells and ships out
the best equipment, but we are not on site to install the system in
their home. During the last call, we recommended hiring a plumber to
complete the install, but we did note that it seemed the install was
complete, because she stated the system was making water.
After
the 4th phone call with her, we never heard back and no calls were
logged from her into our system. A month later, we receive this dispute
with the Revdex.com. In this dispute from [redacted], the information is
quite inaccurate and false, and our attorneys believe it is legally
slanderous and defamatory. After receiving this report, we decided to go
even one step further in trying to help her, and we had our
manufacturer rep, [redacted], give her a call to try and remedy any
unsolved issues. He spoke with her on 3 occasions and clearly stated to
us that her system was making water and working quite well. He said that
if there was any issue, that it was due to her water supply needing
more pressure from her city water company, but that the system was
producing great water, but she thought it should have been producing
more. Our manufacturer rep indicates the system is in great working
order and the problem resolved, and even offered to further assist her
if need be.
We then thought Miss [redacted] would remove the
dispute or close it, we gave her a week to do so, and she still did not
remove the false dispute. At this time, we have turned it over to our
legal team to handle the matter, as we have gone above and beyond as a
company to satisfy [redacted] as a customer.
Thank you,

[redacted] MBAReverseOsmosis.com
1888-309-2837