Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/26/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company sent us a card claiming they had a parcel on hold with a number to call. When I called, it was a pitch to let them test my water in exchange for gift cards. This practice is fraud. It's laughable that they would expect me to do business with them after these deceitful practices. Their desperation and lies already tells me everything I need to know about the quality of their services.

  

  Business Response

  Date: 07/12/2023

  The postcard the complaint is referring to is for the Nuvia Welcome Home package. The Nuvia Welcome Home package is provided free of charge to American households. It can include an information packet about local water quality, cash savings card, and in-home water testing. The Welcome Home package is provided free of charge and there are many households that can attest to the value gained from availing it. Whether or not the homeowner decides to purchase a system, the package is free. In no portion of the card does Nuvia state we are the USPS or any other organization. Nuvia stands by the legality of offering the package and high quality of service and water conditioning systems. 

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had this Nuvia, water system in my house for over four years. The experience I’ve had with his company has been horrible and will never ever recommend this company to anyone of my neighbors. It all started with a sales rep coming over to my house and telling me that the system was the greatest thing for me I took the bait, and what happen after was a disaster. They promised me a lifetime of soap and detergent, and they promised me they would have professionals installing the water system in my home. When the time came to install the system, they sent out one new hire. He did not know what he was doing, and ended up damaging the wall in my garage , he also wanted to run the pipe over the door of the garage so that the water can exit out to a PVC pipe through the wall. I told him that was crazy that’s not gonna happen. Then the technician told me that it was his first day, and that he would have to call somebody else out The next day another technician showed up and again did not know what he was doing. I told him to go ahead and finish, and that I would repair the whole myself after that I had a large water spill underneath my sink where they had installed the water purification system there was water everywhere. I had to shut the system off and clean up the water by this time the damage was done. I have been going back-and-forth with the Nuvia, water technologies and also the finance company I had recently told the finance company that I met my part of the agreement making the payments and I still have a system that has yet been serviced or any filtration replaced, recently the finance company reached out to Nuvia, water and was able to have a technician come over to my home unfortunately he did nothing. I am not a satisfied customer to this day, every time the bill comes I refuse to pay the payment I’ve been swindled, scammed whatever you wanna call it but Nuvia Water technology is not an honest company

  

  Business Response

  Date: 07/06/2023

  Good afternoon *****, my sincerest apologies for the late response. I reviewed the complaint in great detail and would like to offer a few attachments for your review. In regard to the complaint on the sale presentation and what was promised, I would like to offer the customers actual Sales Work Order and Soap Order Sheet that the customer signed at the time of purchase. Both papers clearly state that the customer will be receiving 5 shipments, which is shipped approximately once per year. I am confident that the customer just misunderstood rather then being misrepresented. 

  As for the installation complaints, our customer was installed on  7/12/18 by Vance who is a licensed plumber subcontracted by our company, Installation was completed, with the exception of the drain line, which was completed by ******, our Senior Certified installer. On 7/12/18 customer ***** ******** signed off on the installation. I have attached the completion form for review. In regards to the customer experiencing a leak or damage from water, our only documented contact by the customer stating anything resembling his complaint described was on 8/12/2020 at 1:51pm in which he reported a leak at the softener and not the Reverse Osmosis. That leak at the softener was fix by Bill, our Installation Manager on 8/25/2020. 

  As for annual services and preventative maintenance services, and the claim that they are/were free for "lifetime", our customer was called and texted on 4/8/2020 at 2:41pm by ****** in our Customer Service Department, providing details on what service were needed and cost for those services. There was no response from our customer. On 9/29/2021 8:59am our customer messaged us regarding service, and we reached the customer back at 4:28pm that same day, once cost were discussed, the customer claimed (in his words) that he was told that "the 1st service was free and the following services were going to be at his responsibility". Customer and spouse got upset during the call and stated they wanted a supervisor to call them and hung up. On 9/302021 3:02pm ******, Customer Service Manager, called and left a detailed VM and requested a return call. No return call was received. ****** called back again on 10/5/2021 4:35pm again with a detailed VM requesting a call back. No return call from the customer. ******** detailed notes show that number used for contact was 951-415-1701. On 10/23/2021 customer called us alleging that we had not called them, stating that they have made at least 5 attempts to reach us When discussing service and cost during this call, the customer got upset once again and threaded to sue both Nuvia and the Finance Co. All call are documented and we could not find the 5 attempts that the customer spoke of. No resolution was made that day. 

  On 11/29/2022 2:54pm the customer called back again to discuss service and then stated that he was told that "services were free" which contradicts his statement on 9/29/2021 that he thought the 1st one was free and the rest were his responsibility. No service was booked. 

  On 12/30/2022 the Finance company called us on behalf of the customer stating that the customer alleges that we made "false claims" regarding soap and services. We provided the customer work order and soap sheet as evidence that the 5 shipments (or 5 years) of soap was clearly stated and acknowledged by the customer with their signature. An appointment for service was offered and declined as in the past documentations. 

  I hope this documented time line and document attachments help in resolving the customer issue. Please note that Nuvia valves Mr ****** and would to provide him the service needed to keep his system functioning properly, however those service do come at an expense. 

   

   

• Initial Complaint

  Date:05/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Water system malfunctioned, they came out and said it’s your water pressure valve so I had to get a plumber out and the plumber said the pressure is fine but I still changed the pressure valve they still blamed it on the pressure valve and have yet to call me back to resolve the issue , it’s been over 3 months !!!

  

  Business Response

  Date: 06/20/2023

  The customer called us because his valve head started leaking. We sent a technician out there on 2/13/23. We advised the customer there would be $120 service call fee for the visit. At the time fo the service, we discovered that the customers water pressure was at 120 psi. A picture showing his pressure regulator readings has been uploaded with this response. We advised the customer that the high psi caused damage to the valve head, causing the leak. At the time of the 2/13 service, we removed the valve head and advised the customer that we would try to repair it as a courtesy. The replacement of the valvehead is not covered under warranty as it was caused by a pressure issue. Also, the customer had the pressure regulator replaced after our initial visit. On 2/16, we returned to the customers home. We confirmed that a new pressue regulator had been installed but unfortunately the valvehead was not salvageable and still leaking. 

   

  On 3/1, we advised the customer his valvehead needs to be replaced. Here is a copy of the notes from that conversation:

   

  "03.01.23 called Mrs originally, she asked me to call her husband instead. I called him and let him know we were calling for next steps with his system. I let him know unfortunately, the valve head was not able to be fixed and so there will ultimately be a charge for the replacement. He got bent out of shape fast, and started cussing at me and calling me bro. He said it was BS and that his plumber said that the pressure was fine and that there was no need to change anything (but he went ahead and changed it anyway). He is saying that the second guy told him it would be under warranty. I told him that is not the case since it was not a warranty issue to begin with, and reminded him we took the valvehead back as a COURTESY to see if we could fix it. We tried and brought it back, and it obviously did not work and so it is not salvageable. He is saying we were flipflopping now. I told him that 1. he was already aware it was not a warranty issue from the first appointment. and 2. techs don't decide whether something is under warranty or not. He then started going on about having "overpaid for the system, bro!" and that he could have gotten one for $4k. That is neither here nor there. He said he overpaid and that the system then breaks down for "no reason". I told him 120 PSI was not "no reason". 
  
  He said that the plumber told him we were taking the pressure in the wrong place and that it was lower before the system. I told him that the pressure would not go up after the system, he asked if I was a plumber and knew what I was talking about. I told him I wasn't but don't need to be to understand how house pressure works. He said I wasn't one so I didn't know what I was talking about and so I let him know that he himself had called a plumber because he isn't one either and we are both then relying on outside facts to make our respective cases. In his case, it does not make sense. He said he already spent $350 on a plumber to fix something that wasn't broken. I asked what the current pressure was and he said 60-65, but would not tell me what it was before the alleged plumber replaced the regulator. He was getting very aggravated and kept referring back to 2nd tech telling him it was a warranty issue, I kept telling him 1. it wasn't up to him and 2. it never was a warranty issue. He then shut down and was just asking for my supervisor. He said he wasn't going to pay if he booked the appt. I told him payment is due upon completion of service, and confirmed his appt for 03.07 13-14h.  I did not mention the additional $120, btu quoted the $294 for the new valvehead. Notified Esther that cx wants her to call him as he has "a few words" for her- *****"

   

  The customer still has a $120 outstanding balance for the first service call on 2/13.

• Initial Complaint

  Date:01/25/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nuria promised a gift card if we let them test our water. They did not provide a gift card, but instead coupons.

  

  Business Response

  Date: 01/31/2023

  Nuvia gives cash saving gift cards to customers as a special thanks to customers that give us their time and allow us in their homes. In this case the customer received a restaurant.com gift card, which not only saves them cash, but also helps support small family owned businesses in their areas. 

  Customer Answer

  Date: 02/01/2023

   I am rejecting this response because:
   

  This company has perpetually lied in all their marketing.  First they lied about having a "Parcel" ready for delivery, then they lied about offering gift cards for allowing them to test my water.  Instead, they gave coupons.  I want the $50 in gift cards promised.

  
  

• Initial Complaint

  Date:01/09/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is sending fraudulent post cards that deceives recipients into thinking they have a parcel from the post office that needs immediate notice. When you call the number a sales person is on the other line offering you a gift card (to get your information) they then give you a sales pitch about their water.

  

  Business Response

  Date: 01/10/2023

  There is nothing fraudulent about the post cards since what it is offering is very real. The post card gives the homeowner an opportunity to an avail of a Nuvia Welcome Home Package for free. It includes a free water test, information about the water quality, and a cash savings card. There are so many customers that have chosen to avail of the Nuvia Welcome Home Package and didn't purchase a system. They can attest that we did not charge them for anything and most find that the presentation is very enlightening.

• Initial Complaint

  Date:01/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Nuvia system in December 2019, after targeted advertising when we purchased our home the month before. We recently requested yearly maintenance and wished to discuss sevveral ongoing issues with the equipment that we had noticed.
  
  The technician came out, replaced several filters, and performed a pH test, at our request. The pH test revealed our drinking water (in an upgraded alkaline drinking water system) was highly acidic. The tech recommended an additional $150 filter. We agreed, as we are paying for alkaline water and want to have what we're paying for. The next day, we noticed additional issues with the filling of the water tank and little to no water coming through the separate alkaline water faucet. We asked the tech to return the following day. He completed unspecified additional work and refused to do a second pH test. The tech told us to "monitor for leaking from the system for 24 hours." This seemed odd to me, as no other professional (in any industry) has asked that I monitor his work for him to ensure it was done correctly, with the almost absolute expectation something would go wrong... Well, it did. There is water POURING from the recently changed filter under the sink. I awoke this morning to a flooded sink cabinet, water damage to surrounding wood, and water pouring onto the kitchen floor. This happened overnight, while no one was utilizing the system. We quickly shut off all water to the system and have made emergency calls to Nuvia's customer service, to no avail. While I understand it's a holiday, a water company MUST have emergency contact information, as water leaks are serious and can cause an immense amount of damage very quickly. We are now having to handle this ourselves and will need a water restoration company out ASAP to salvage what we can of the wood. The leak, as well as resulting damage, have been well-documented with photo and video evidence. This issue must be addressed immediately.

  

  Business Response

  Date: 01/09/2023

  The Nuvia Water management team is extremely remorseful that this occurred and was not promptly attended to. We wholeheartedly take note of our missteps and will work on having better customer service even during the holidays. Our managers are in contact with the customer to help resolve this issue. 

  Customer Answer

  Date: 01/09/2023

   I am rejecting this response because:
  
  
  This is a false statement—management is not promptly attending to this matter. I have called multiple times per day, every day, for almost two weeks. I have left messages on the general customer service line, as well as daily direct messages for two members of management. Everyone has ignored my call. I have sent emails to ***************@nuviawater.com. All have gone unanswered. 

  
  

  A water restoration company had to rip out much of our cabinetry around the kitchen sink, due to water damage and microorganism growth, and we have been left with an eyesore of a gaping hole. Several industrial fans were running for five days in an attempt to salvage and dry out some of the wood. No word from management regarding further repairs or rebuild of ruined cabinetry. Not only has this been an inconvenience for nearly two weeks, the damage resulted in being unable to use our kitchen sink for five days. The cabinetry and molding that was ruined is now dangerous, bare wood and construction materials. This is not a safe situation for our young children and has severely impacted our family. Management should return my calls, as promised, so this matter can be resolved. 

  

  Business Response

  Date: 01/25/2023

  As stated before, we were willing to proceed with the repairs, but the customer explicitly stated that they wanted $15k in damages, which was much more than what the restoration company said it would cost to make the repairs. After they were insistent on getting $15k, we decided to let the insurance agency take over. There was no follow through with the contractor since our company policy is to let the insurance company investigate and handle any claims once a claim is filed. The monetary value of the final insurance claim will cover the repairs for the damage.

  Customer Answer

  Date: 01/26/2023

   I am rejecting this response because:
  
  
  The restoration company never provided an estimate to repair the kitchen cabinetry and subsequent damages. Again, Nuvia did not have a contractor out to evaluate. The $15,000 demand submitted to Nuvia was in good faith to attempt to repair the damage caused by the leak, after realistic evaluation. I would like no further contact from Nuvia, as I am handling the matter with their insurer. 

• Initial Complaint

  Date:12/29/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company send fake parcel notice in order to contact you and trick you into buying their product

  

  Business Response

  Date: 01/09/2023

  The notices that we send out are not fake and are referring to our Nuvia Welcome Home Package, which includes a free water test, information on local water quality, and a cash savings gift card which we give out free of charge to new homeowners with no strings attached. If people are not interested in availing of the Nuvia Welcome Home package, we immediately take them off the contact list. There are so many customers that have availed of the Welcome Home Package for free and did not purchase a system. We're just happy to help teach American households about the importance of their water quality and the benefits of installing an extra layer of protection for their loved ones and their home. 

• Initial Complaint

  Date:12/28/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dec 27 received an intentionally misleading advertisement from Nuvia Water Technologies, Inc. The mailer they send out is deliberately intended to trick recipients into contacting them by trying to appear as if from a Federal source - the United States Postal Service (USPS). This behavior is deceptive and unscrupulous and should not be allowed. Nuvia’s management is clearly unprincipled to engage in marketing of this nature.

  

  Business Response

  Date: 01/09/2023

  In no portion of the postcard do we indicate that we are the USPS. The post card is offering American homeowners a chance to avail of our FREE Nuvia Welcome Home Package which includes a cash savings card, a free water test, and information about the water quality. The Welcome Home Package is free regardless if the customer decides to purchase a system or not. Most homeowners see the value of learning more about the truth behind their water quality and the benefits of adding an extra layer of protection for their families and their homes.

  Customer Answer

  Date: 01/09/2023

   I am rejecting this response because:
  
  
  The business doesn’t hide or shy away from the fact that it is deliberately misleading recipients of its advertising mailers. The mailers do not make it obvious that it is an advertisement for water services, and instead are blatantly designed to trick people into responding by having them think a package is trying to be delivered. How is this allowed?!

  

  Business Response

  Date: 01/13/2023

  The mailers are designed to limit our carbon footprint and minimize costs. It is well known that the vast majority of mail is thrown away and it would be a waste for us to include packets of information that may never be opened. There is nothing illegal about the postcard, since again, we never claim to be any other organization. 

  Customer Answer

  Date: 01/13/2023

   I am rejecting this response because:
  
  
  Even though it may not be illegal, the business is still deliberately misleading recipients of its advertising mailers. Many people have now complained about this. 

• Initial Complaint

  Date:12/15/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Like so many other people here, I got the scam "Notice of Parcel Hold" which was clearly intended to deceive the recipient. Dictionary.com defines a Parcel as "an object, article, container, or quantity of something wrapped or packed up; small package; bundle." This advertisement was an obvious lie, as no parcel was on hold.

  

  Business Response

  Date: 12/21/2022

  The notice of parcel on hold is in regards to a free Welcome Home Package that new homeowners can avail. The contents of the parcel includes a brochure, information about local water quality, a free water test, and cash savings cards for home owners that would like to get their water tested. There are so many homeowners that have taken advantage of the Nuvia Welcome Home Package who can attest that they were not asked to pay for anything in the parcel and that learned so much about the importance of improving water quality. There are absolutely no strings attached. If homeowners do not want to avail of the package, they are promptly removed the contact list. 

  Customer Answer

  Date: 12/22/2022

   I am rejecting this response because:
  
  
  This is a non-sense and dishonest explanation, and does not address the issue that they represented a package was waiting for me when none was.  

• Initial Complaint

  Date:11/22/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  From September to November 2022, after repeated seemingly fraudulent postcards, that attempt to mimic the official USPS mailers that are left at one's door, I finally called the number on the card. Nuvia Water Company is wasting paper, raising its carbon footprint, and attempting to deceive individuals into calling them to gain leads for potential sales all the while impersonating an official Federal Agency. This business practice is not only misleading, wasteful, but most importantly fraudulent.
  Immediately upon the starting the call, the agent attempted to gain as much personal information as possible in order to sell off my information to anyone that would be willing to buy it.
  These business practices should be investigated and they should be reprimanded and fined for such heinous behaviors, preying on people in such a manner.

  

  Business Response

  Date: 11/28/2022

  Nothing in the postcards indicate that Nuvia is trying to impersonate the USPS. The closest thing that mentions the USPS is the stamp for postage. The reason why Nuvia sends the post card is because we've tried reaching them before about the Nuvia Welcome Home Package. It contains a free water test, information about water quality, and a cash savings card for qualified appointments. The Welcome Home Package is 100% real, absolutely free, and comes with no strings attached. It would be much worse to send out large brochures that would be immediately thrown out. If homeowners are not interested, we immediately take them out of our contact list.