Universal Water Systems, LLC

To Whom It May Concern, Universal Water Systems upmost priority is to satisfy every customer we have, at all timesIn fact, we have over 10,satisfied customers in New Mexico that we’ve been servicing and maintain for over yearsWe’ve been to the [redacted] Residence no less than timesWe’ve tried extensively to make them happyUnfortunately, we haven’t been able toThe [redacted] have received the same warranty as every other customerThey have received their warranty in writing, and it is also noted within the owner manuals that came with their purchaseWe will honor their manufactures warranty, and we have stated this to them numerous times Sincerely, Universal Water Systems Management

Complaint: ***
I am rejecting this response because: as stated before the company states many things and the reason for being completely dissatisfied is not about the original contract but rather about the fact that I was offered 15% off services they were to perform, to which I agreed, only to be told "we aren't going to perform the service." Obviously this business has an issue with following through with what they offer.
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

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

June 28, Revdex.com Jefferson St NE Ste A Albuquerque, NM Phone: ###-###-#### Customer Information: *** *** *** *** *** **
*** ** *** Phone: ###-###-#### Universal Water Systems (UWS) is a local distributor of EcoWater productsWe wish to have no
disatisfied customers and we try very hard to ensure satisfactionEcoWater makes top of the line refiners and Reverse Osmosis (RO) systems for homes and businesses alikeUniversal Water systems has been selling and servicing EcoWater products and other manufactured water systems for over years, and we have over 10,happy customersIn response to the homeowners complaint, we felt after dealing with him we would not be able to make this customer happySeveral times through the course of our conversations we suggested that he could hire his own plumber to accomplish the work that he neededAny plumber could install the water systemWe chose not to do the work as we felt we could not make this customer happyThe homeowner was upset because we would not honor a verbal agreement that he says was made three years agoThere was nothing in writing on his contract stating he would receive a free move in the futureA copy of his contract is attached to verify this, and it clearly states on the agreement that the customer signed that no verbal agreement will be honored, that all agreements are to be in writingAbove the customers signature it clearly states that he has read and understands the agreement and no verbal agreements will be honoredUWwill continue to provide this homeowner warranty service on his equipment if he desires in the future Michael B***Service Manager

Revdex.com Jefferson St NE Ste A Albuquerque, NM 87109 Phone: 505-346-0110Customer Information:*** *** *** *** **
*** ** ***
*** ***Universal Water Systems (UWS) continues to stand by its original response to this customerOur goal is to have no dissatisfied customers and we try very hard to ensure satisfactionWe have over 10,satisfied New Mexico customers.Our sales agreement with the customer was in writing and nowhere does it state that we will reinstall the EcoWater system at no charge to the customerThe homeowner is upset with us for not reading his agreementThe reason we told the homeowner to contact any plumber of his choice to do the reinstallation was because we felt that we would not be able to satisfy him.As expressed before we will gladly maintain his EcoWater equipment under the manufacture warranty.Michael B***Service Manager

October 12, 2016Revdex.com Jefferson St NE Ste A Albuquerque, NM 87109 Phone (505) 346-0110Ref: *** ***To Whom It May Concern:Universal Water Systems is a local distributor of EcoWater productsEcoWater makes top of the line refiners and Reverse Osmosis (RO)
systems for homes and businesses alikeUniversal Water Systems has been selling and servicing EcoWater products for over years in New Mexico.The homeowner called our office October 3, to schedule a service appointment and spoke to our Scheduling CoordinatorThe Mrswas informed that we could schedule her an appointment on our next available date, however she wanted a particular date and we couldn't match that date for herShe became upset and when we explained that there was a service charge she even got more upsetShe told the Scheduling Coordinator that the equipment is warranted for ten yearsThat is incorrect; the Owner's Manual states all the equipment is warranted for five yearsWe reviewed her sales contractfor any exceptions by the salesman and there are noneThe warranty also states that all parts are warranted as stated and service fees and shipping costs are not covered.The homeowner did encounter an issue with their refiner in April of and we replaced the unit within hours of being notified and diagnosedThe problem we found defective with the refiner was it was packed with mud from their wellSo at that time we felt for good customer service we would replace their unitHowever, our records do not indicate being notified, other than October 3, 2016, since April 16, The homeowner says they have had problems continuously with their equipment but they had not contacted our service department for resolution.Attached are copies of the warranty for the equipment they purchased from Universal Water Systems.Michael B***Service ManagerAttachments: ERR RWarranty EROWarranty

Revdex.com Complaint ID :*** Problem Occurred 9/2/2015In the matter of *** *** Revdex.com complaint, Customer originally set his scheduled appointment on Wednesday 9/2/at pmOur water technician Jarrod L*** was assigned to that specific appointmentMrL*** is a new employee with
Universal Water Systems, unfortunately Mr*** was minutes late for the scheduled appointment when he arrived our water tech proceeded to do his water test and was Cut short as he had lost minutes due to the late arrival of Mr***, Unfortunately Mr, L*** was not able to finish his tasks and had to leave, politely and professionallyBy telephone our marketing department explains that the water test takes about 30-minutes, MrL*** being very new to the program misinformed Mr*** about the length the water testHe has since been corrected on this procedureDue to the fact the our marketing room dials hundred of numbers daily, there is no way to contact them on their own specific line, all prospects are told within the first seconds of the phone call to identify our company name, we are listed in the phone book and have a website that has our telephone number so that we can be reached in the event of a cancellationSince this incident we have reached out to Mr*** and explained the program and the voucher to him and he was satisfied with the information, We consider the matter closed and thank you for your time and attention in the matter Sincerely, Amalia C M***

Complaint: ***
I am rejecting this response because:That is the issue with the company saying one thing and then swiftly reviewing and requiring signatures on documentation which includes the line that no verbal agreements will be honoredJust as they did over the course of multiple recent conversations they offered a discount (verbally of course) to only retract the offer the day before service was scheduled The time the company "suggested" that was when they flat out refused to complete the service I do not find it surprising however not once did the company response include anything about the offer they made and dos not performI guess that would be because it was not in writing If anyone needs to deal with this business I suggest doing so via email to have ACCURATE records of what is agreed upon
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

To Whom It May Concern, Universal Water Systems upmost priority is to have no unsatisfied customers. The [redacted] household has been treated no different than our other 10,000+ customers. We’ve been to the [redacted] Residence no less than 10 times. We’ve tried extensively to make them happy.  The [redacted]’s have received the same warranty as every other customer. They have received their warranty in writing, and it is also noted within the owner manuals that came with their purchase. We will honor their manufactures warranty, and we have stated this to them numerous times. The equipment they purchased is installed, operating properly, and is leak free. The [redacted]’s signed a Completion Certificate on Dec 19th, 2017 which clearly states: “WARNING TO THE BUYER – DO NOT SIGN THIS CERTIFICATE UNTIL ALL SERVICES HAVE BEEN SATISFACTORILY PERFORMED AND MATERIALS SUPPLIED OR GOODS ARE FOUND SATISFACTORY.” Sincerely, Universal Water Systems Management

To Whom It May Concern, Universal Water Systems upmost priority is to satisfy every customer we have, at all times. In fact, we have over 10,000 satisfied customers in New Mexico that we’ve been servicing and maintain for over 25 years.We have spoken to [redacted]. We have offered products...

and services to him at no charge, with the intent of resolving his concerns. We have been unable to reach him to schedule a time to visit his property with our team, and rectify his issues.We hope to hear from him soon, so we can resolve the issue and satisfy the customer.Regards,Universal Water Systems Management Team

Complaint: 12713009
I am rejecting this response because:UWS did come out to the home several times in attempts to rectify the issues they’ve created. We wouldn’t be in this predicament if Kyle and his crew didn’t cut a piece of pvc from the hose bib. This has caused water to leak throughout our front yard continuously several days (hence, increasing the water bill). The last conversation my wife had with JT on 2/26/18, he stated that our home is “not serviceable until I sign the settlement agreement”, that his secretary threw together and was inaccurate. Does every customer have to sign a settlement agreement? And if so, why was this not disclosed initially? Per the settlement agreement JT provided, it did not mention anything about the 1-year workmanship warranty. In the modified and accurate settlement agreement signed by Kyle and myself on 2/26/18, we would have a one-year workmanship warranty from the date of install 12/19/17 (please see attached). We are aware of the manufacturer warranties for the equipment, as stated in the manuals, however as JT informed my wife, the home is not “serviceable” implying there is no labor warranty. The last technician/plumber that came to the home (Isaiah) acknowledged that the damage was caused from being over tightened and is a liability of UWS to rectify the issues since they tampered with it. This confirms that my phone calls and concerns have been valid the whole time.Regards,  [redacted][To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

To Whom It May Concern, Universal Water Systems upmost priority is to satisfy every customer we have, at all times. In fact, we have over 10,000 satisfied customers in New Mexico that we’ve been servicing and maintain for over 25 years. We’ve been to the [redacted] Residence no less than 10 times. We’ve...

tried extensively to make them happy. Unfortunately, we haven’t been able to. The [redacted] have received the same warranty as every other customer. They have received their warranty in writing, and it is also noted within the owner manuals that came with their purchase. We will honor their manufactures warranty, and we have stated this to them numerous times.   Sincerely, Universal Water Systems Management