ComplaintsforEnviro Water Technologies

• Initial Complaint

  13/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In January 2020, we purchased and has installed a water treatment system into our new home. We were given 2 quotes one to treat the more minor issues like iron and one that was much higher that would fix the issue of arsenic and make our water drinkable. We chose to go with the more expensive system and were told that twice a year filter replacements and yearly servicing would be all that would be required to keep our system working. We did exactly as instructed and the water test conducted by the installation company showed our the arsenic was reduced from 100 to less than 1. 2 years later we had our water re tested (independent from the water treatment provider) at the recommended schedule only to find out our system no longer removes the arsenic and the level is back up to 90. After contacting the company today (Apr 13,2022) I was given a long confusing lecture by **** ***** who said `the level is down from 100 to 90 and proceeded to tell me too bad and that the entire system would need to be rebedded costing thousands of more dollars. We were never told we could only expect this short of a life span from the arsenic system or clearly we would not have bothered. Also we are now not even sure the arsenic reading was ever that low in the first place as **** ***** took care of the testing for us. If he is not honest about the system lasting how are we supposed to believe the water test results he shared with us. We want out money back for the portion of the system that was installed to treat the arsenic in our water ($3796.00 plus tax).

  

  Business response

  15/04/2022

  Hi *****,

  You will see on the actual invoice attached that it was clearly noted "the lifespan of the arsenic media is dependent on water quality & quantity used. annual testing for arsenic recommended to verify arsenic units are functional.”  

  If we thought your arsenic media would last for many years we would not have said to test your water annually.  Your arsenic level is 10 times the health limit and unfortunately the media does not last long at those high levels.  We have customers that have to change out their tanks every six months.  Arsenic is by far the most expensive contaminant to reduce in water treatment.  This is typically how long we would expect a system like yours to reduce the arsenic based on your water quality and extremely high arsenic level.

  BTW: We don’t even test for arsenic in water ourselves.  Your water test results came from an accredited 3rd party laboratory. 

   

  

  Business response

  20/04/2022

  Hi *****,

   

  The reason we advise our customers to test their water often is because arsenic is tasteless, colourless, and odourless.  We don’t want people to assume that because their water is clear it is safe to use.  I think that is a good thing to point our to our customers.  I don’t know why you have a complaint about this.

  It is unfortunate that you think our other customers who change out their systems often are not in their "right mind”.  It is their choice.  I am sure most other companies use the same product as we use for treating arsenic and the system would not have lasted any longer no matter which company you would have chosen.  

  Customer response

  20/04/2022

   I am rejecting this response because:
  

  I am aware of the fact that arsenic is not detectable in water by taste or smell, again why I test our water on a regular basis. I am also aware that you don't test the water but send it to an approved lab, but was it in fact my water, doubtful I would say.

  So you think it is reasonable for people to pay what **** ***** tells me is thousands of dollars to replace their equipment every 6 months? As the person who lines their pockets from these people it seems you would be quick to say they are using logic, as a paying customer I would strongly disagree.

  In fact I do have a line on a system that has a guarantee of lasting much longer than the one you installed. Your lack of interest to me as an unsatisfied customer is not making me go away so please advise of your intentions on righting this and spare me any more of your condescension as I had enough of that on the phone with **** ***** who's greeting to me when I answered the phone after leaving messages and sending emails was "yeah, the boss told me to call you". Clearly the employees of Envirowater are about as enthusiastic and reliable as the equipment they sell to their customers. 

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩