Valley Environmental Resources, Inc.

We purchased our water conditioner/RO system from Valley Environmental Resources at the end of April 2015. Although they wanted us to write a review right away, I opted to wait until we had had an opportunity to really get to know our system. It has now been 4 months. We are delighted with the water coming out of our faucets. Delighted at the soft water we bathe in and wash our clothes in and cook with. They were not particularly hard sell, they installed the system the very next day as promised and we have been enjoying our purchase more than almost anything we have purchased in the past for our home. Shout out to Mike P[redacted] who also sold the system to our daughter. It works just like he promised it would.

In May 2015, a young woman approached my door asking to take a sample of the water from my home. I didn't think much of it until I received a phone call from VER in July. After agreeing to a home visit to display the abilities of the Aqua Guard Water Treatment System, my husband and I met Bob G[redacted]. He was very professional and quite the showman for his product. Although I was skeptical at first, what appeared to be parlor tricks turned out to be quite fascinating and we agreed to purchase the Aqua Guard or as I like to refer to it as the water treatment plant in my garage. Since our purchase, my husband and I have enjoyed what is perhaps the most delicious reverse osmosis water. Furthermore, the AQ system has greatly reduced the hard water stains I previously experienced on our stainless steel sinks and appliances. We even wash our vehicles with the treated water, and they look terrific. Aside from the cleaning benefits and the delicious water, my goals behind the installation were to lengthen the life of my home appliances such as my water heater. Although it will be years before we can tell if it has served that purpose, I'm convinced it will. Maintenance for the system is relatively obsolete and the cost has been worth it so far.
Concerning the VER staff, I found them all to be incredibly professional and expeditious. Our installation took no time at all and the owner of the company even called to verify that our service had been satisfactory.
I would recommend VER and their product to anyone and everyone.

I really enjoy my Aqua Guard Water Treatment system! The number one thing I love is me not having to fill up my huge jugs of water at the water mill places. The drinking water tastes pure and my ice cubes are clear! My husband's occupation involves fabricating large underground water pipes and sometimes comes home covered in black sticky tar. Immediately after taking a shower he noticed how the tar simply washes off his body while using the awesome soap products we were given. My toilet does not get that gross ring in it quickly anymore and I have cleaned several spots out of my carpet just using the filtered water. I have also noticed my daughter hasn't had an eczema outbreak since and our skin is soft and clear. I just want to to thank Brian Wall and others for introducing this great product in our lives. It has been very beneficial for my family of five.

Review: In 2011, I ordered and received a water filtration system from Valley Environmental. They installed everything and the system has been great. At the time we purchased, a selling point made by the salesman was that the system could be moved and installed if we ever needed to move, free of charge. This was part of the reason we bought from them. I am moving due to a job reassignment with the federal government. When I called to have my system moved, I was told that not only would unhooking the system cost me $150, but that they would not be able to reinstall the system in my new location (Virginia). I asked if they would take the system back and they said no. They also stated that because I didn't make sure my contract had an additional clause allowing for the free uninstall and move they would still charge me and not help me move it. I am now stuck with a system and a loan I no longer want. The system was overpriced but I still bought it based on the guarantee of the move.Desired Settlement: I want them to take their system back and cancel the loan.

Business

Response:

First off, thank you for being our customer and it's unfortunate that there is some confusion on this issue. I believe in regards to your complaint that we must first clarify the truth and the facts regarding your purchase. Your system was purchased on 2/15/2012, not 11/1/11. You purchased an Aqua Guard for $4910, not $10,000, and we installed new filters in your existing RO for no service charge. Your salesperson's name is [redacted], who has over 500 customers and an impeccable record of honesty and detailed notes and documentation on his accounts. I point this out as we realize that it is difficult to remember a sales discussion if it happened 1 month ago, let alone 2-3 years ago. Our company's policy is consistent with industry standards (not just in water treatment, but almost all direct sales business) and that is we honor any and all written and documented agreements. It was not documented anywhere on your work orders, installation completion forms, follow up visits, or customer satisfaction forms that Valley Environmental was to move your system for free. That's 4 documents that you signed without any mention of us doing free additional work. Also to be noted is that even if we could come pick up your system, you would still be obligated to fulfill your loan to the finance company. The financing agreement is between you and the finance company, not us. The point here being is that it is your system and your loan. I was told by our service department that you realized this and have done the appropriate action by paying us to come out and disconnect your system correctly for your move. We would be happy to assist you in locating a suitable company to install your system at your new location as we have contacts nationwide. We wish you the best on your move and know you'll be experiencing those wonderful benefits that you mentioned for many years to come. Sincerely, [redacted], President

Consumer

Response:

[redacted]:

While the resolution is not satisfactory, it is clear that neither the [redacted] or the business intend to assist us any further. Again, the issue was not with the product, the service, or the technicians, but instead that we were left high and dry when trying to move the system. While I may have failed to remember certain information correctly, the response came off as facetious and disingenuous.

Thanks.

Review: My wife and I purchased a full water softener system from this company about year and half ago. They do the door to door sales and portray themselves as a city official by taking water samples from your home. A week later we were contacting to go over the results.

A sales associate for the company (Mike P[redacted] came over to our home about 7 at night. Went over showing us their product and how we could use it and improve our everyday life. Show us a binder of happy customers with their product, comes with a lifetime warranty as long as it’s serviced routinely. We go through the entire process for little over and hour how we could use the water softener system. We did not want to purchase it and explained to him that as great as their product may be, we don’t plan on being in this house for more than a couple years so would not want to spend the money on upgrading the house.

He proceeded to tell my wife and I that if we were to move, that the system goes with us. We just simply call and schedule a relocate of our system and they come and move it to our new home. I asked what if the new house is not as easy to install the system or it’s a bigger home? He proceeded to tell us, that’s the great thing is we don’t have to worry about that, their installers will figure all that out at the new house. That is the benefit of their product, life time warranty and moves it to your new home all done through one company. So with a discussion we decided to purchase the full system and have it set up.

Fast forward to present day. Just as we explained when we first purchased the product to Mike, we have moved into a new home as of December 2015. We call up Valley Environmental to schedule the system move to our new house and are informed that it would be between $800-$900 to move the system. I ask the person on the phone that we purchased the system from them and were informed that was part of the benefits is it is free relocate. She proceeded to ask me if it’s on my contract. IDesired Settlement: Move the System I purchased from them to our new home at no cost.

Business

Response:

[redacted]We have reviewed your request and before responding let's first address a few items. First, the system was purchased on January 15, 2014, which is 2 years ago. We are aware that it is impossible to remember all the details of a transaction that long ago, let alone 2 months ago so Valley Environmental Resources has a policy that has helped us obtain an A+ rating with the Revdex.com and that is we will comply with all written documented promises and work orders, therefore eliminating any and all confusion. Here are the details of your transaction. A canvasser in a company shirt and company badge collected a water sample from [redacted]at your home on 12/9/13. At that time she gave literature on our company and what we sell. It includes the following statement " This test is not being conducted by the city or state agency... ". Approximately 1 month later a representative called [redacted]and [redacted]greed to an appointment to have our company come out and do a demonstration of our products on 1/15/14 at 8pm. [redacted]nd [redacted] chose to purchase the product. At that time a work order was completed and signed with all of the documented work to be done. The system was not installed until the next day, when a completion certificate was completed and signed. We then came back out to the house on 1/21/14 to do a full PR visit, check the system, get the finance paperwork completed, and finalize everything. On NONE of those documents was anything noted or documented in any way to return to do any additional work, move the system, anything ( and there are spots on all the forms to document it, and all were signed [redacted] ). All this being said we would like to help. If you would like us to move your system simply call us and we will have a technician come out and give an free estimate of the charges and we will give you 20% off our already discounted customer rates. Thank you for being our customer. Thomas O[redacted]

Consumer

Response:

[redacted], After reading the response, we understand you are taking the stance of if it’s not on the contract then there is nothing you can do. After more research online, we feel there is an error or misscommunication in the way of your business selling that is common in this situation. There are other reviews and complaints that reference the same situations happening. Just as you know that a canvasser gave us a literature, which I know we were never handed anything, we know what we were told when the sales person was in our home. We would like to see how you know for certain we were handed something that shows what your company offers and sells on 12/9/13. I remember a young woman ringing the door bell and just say she is from Valley Environmental Resources and are collecting water samples in the neighborhood and if she could have a sample from inside the home. Never was handed or told what the test was for or that it was for a future product demonstration. Did receive a phone call later on and asked if can set up a time to go over the results. Again, no mention that this was going to be for a product demonstration. Our biggest concern at the time of the demonstratio was that we did not want to give up a $6,000 system when moving. Just as you have mentioned there are spots on the contracts to document moving the system, we believe that it was either: 1. forgotten to be marked by the sales person Mike or 2. Mike knew full well what he was saying but did not put in writing on purpose knowing we would not check. We would hope this was not the case and you can understand our position. We have always spoke well about the product and told all our friends what a great product it is and the great deal we got. We hope this issue can be resolved simply and we can continue to be a customer of your company. Thank you for your time Jason Simpson

Business

Response:

[redacted] First off let me express my concern for addressing your issue appropriately. We take ALL customer input seriously and we will review how special instructions are communicated to avoid future misunderstandings. The literature we left you was a blue sheet of paper stating who we are, what we do, and how to contact us and we give it to everyone that gives us a sample. I do not believe that is the issue though. You decided to do business with VERI and entered into a contract for us to do work as documented on a work order and you paid us accordingly. Had there been any documentation of us doing additional work ( move, etc.. ) at no charge we would do so. Had the move been of critical importance you surely would have noted it on at least one of the many documents you signed. With thousands of customers and families moving every 4-6 years it would cost VERI over $ 1 million per year to move systems and we simply do not do free moves or service work unless documented. It's the equivalent of buying a car and then 2 years later asking for more services or products that are not stated anywhere. Signed documented paperwork really is a great policy for companies. I am empathetic about your position as I too am a consumer that desires to be treated fairly, while understanding that I as a consumer have responsibilities as well. I am also aware that moving is both stressful and expensive. I mentioned a 20% discount previously and we are willing to honor that or $480, whichever is LESS for your complete disconnect and re-install. That is below what it will cost us. We will also take multiple investments, 1/3 at time of service, 1/3 in 30 days, and 1/3 in 60 days to ease the financial stress and so you can enjoy all the benefits you love at your new home. This is an overly fair and reasonable resolution. Please call me or our service department so we can make the arrangements. Thank you kindly for being our customer. Tom