Complaints

• Initial Complaint

  02/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  see attached Nelson Corporation - AIO Water filtering **** ***** - Technical support specialist ************ Hall Environmental Laboratory (water testing) Alb NM ************ I ***** *********, would like to address the issues I have experienced with the AIO water filtering system in which the equipment has not worked since the day I purchased it. I have obtained well water testing before the purchase of the AIO water filter, and the results were that the Iron, and Manganese were elevated. With the purchase of the water filter on August 21, 2023, I was guaranteed by New Water Innovations that this would remove the contaminates from the water to be used for household use. After continually contacting New Water Innovations explaining the issues requesting a return for nonworking equipment, the request was continually ignored. I have since submitted additional water testing to Hall Environmental Labs for additional results on 12/11/2023 with the equipment installed. The results of the Lab Tests came back as the Iron and Manganese still being elevated over the EPA standards. The letters I received from ******* ******, shows that it does not cover the warranty because it was not accurately completed by New Water Innovations. The invoice date and the date of purchase also do not coincide with one another. Due to this equipment not working how it should have, it also further resulted to physical harm and required medical treatments for metallic taste and irritation to my ears, nostrils, eyes, and skin. Medical documents are available upon request. After trying to address these hazardous issues about health and safety concerns with the nonworking equipment alongside my disabilities with ****** ******* at New Water Innovations, it appeared that she was not concerned and I was told to "file a lawsuit against her because she has insurance and is not worried". It has been 5 months since the purchase/installation of the AIO water filter, and to this date I still do riot have usable water, and the plumbing in my home has been saturated with Iron and Manganese causing further damage. I would like to request the return of equipment with a full refund, including reimbursement for pain and suffering, as well as extra expenses for having to purchase filtered water elsewhere.

  Business response

  02/09/2024

  Dear Ms. *********,

  We appreciate you are unhappy.

  You approached us for water treatment to deal with an iron and manganese issue you were having with your private well.  We suggested you get a comprehensive well test from a local water testing company to identify all issues you may have relating to your well water.  You declined our suggestion and insisted you only wanted water treatment to deal with an iron and manganese problem.  On that basis, we sold you a high-quality treatment system to deal with your stated issue.
  

  We made arrangements for a plumber to install this equipment for you at a reduced price.   The plumber picked up the equipment but later explained he found it difficult to work with you and he returned the equipment the following day.  Subsequently, you picked up the equipment and had another plumber install the equipment at your home.
  

  Following the installation, you took a water sample to “Indepth Water Testing”.  The water analysis dated October 16, 2023, stated there was ZERO ( 0.00 mg/L) of either iron or manganese confirming the equipment we sold you was performing 100%.  (A copy of this water test is attached.)
  

  Even though you were provided a test showing no iron or manganese by an independent water testing company, you insisted the equipment was not working and wanted you money back.  As the equipment we sold you was performing as promised, we cannot take the equipment back.
  

  You purchased equipment to do a specific job. We provided equipment that performed as promised in dealing with that issue based on an independent water test.  It is our goal to serve our customers with integrity and in this instance, we feel we did.

  Regards,
  
  ******* ******
  NEW WATER INNOVATIONS, LLC

  Customer response

  02/20/2024

  Verbal Response: I have called In Depth Testing and requested that they send the results from the December test to New Water Innovations. New Water Innovations are responding to the results from October with the zero results. I want a refund for the system or I will go to court.

  Business response

  02/20/2024

  Response to Complaint

  February 20, 2024

  The October water test confirmed that the Katalox media was removing the iron and manganese.  The only way the December water test would show otherwise is if the water sample was taken before the iron and manganese removal system or if the system was bypassed when the test was taken.   If the water sample had passed through the media the December water test would again show zero iron and manganese.  Our offer stands.  We will have someone from BSN (Indepth Water Testing) come to you and take a water sample that we know has been through the system media. If this sample shows iron and manganese higher than the EPA published limit, we will refund you for the equipment.

  
  NEW WATER INNOVATIONS, LLC

  Customer response

  02/26/2024

  Verbal Response: New Water Innovations wanted to send an employee from In Depth water testing to take a water sample, which was already done in December. The results were received Jan 12 from In Depth Water Testing. New Water Innovations want to retest because they are saying I am possibly bypassing the water system. I never bypassed the tank and there is no way to do this and if there is I do not know how that would be done. This has caused me health issues. 

   

   There is a signed doc from a licensed plumber that was to come and install the equipment. The signature of the document is not the signature from the licensed plumber. The handwriting is from the owner of New Water Innovations. I believe the signature was forged. The plumber never picked up the equipment and his name is scratched off. The plumber never picked up the equipment because he said he locked his keys in his van. I offered to have a locksmith come and the plumber declined and said it needed to be towed. And the tow truck driver would've needed to open the van to tow it.

  
  

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