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:03/04/2025

  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.

  On 2/24 I paid $2000 to have a new water softener system installed in my home to replace an old Culligan system because it was not working properly, and I could not get any service for it. Mr. *** ******* of 2 Thumbs up Plumbing recommended that I should get the Nuvono water softener system and after it was installed, it would often leave whites residue on the all the drinking glasses, cups, pots and pans from the dishwasher after every wash. I contacted Mr. ******* by phone many times and left him several messages saying that the new softener was not working correctly and asked if he could resolve the issue, but he did not return my calls and continued to ignore me. I started to contact a different plumber, and he told me that the new water softener that Mr. ******* installed was not compatible to the region. I am a disabled amputee and had to rely on many people for help and I feel that I had received bad advice from Mr. ******** He stated that a citrus based softener would work in this area and after it was installed, a person from the ********************* who is my neighbor told me that only salt-based softener would work not knowing what I had installed. I feel that I should have gotten a refund for the improper water softener that Mr. ******* had installed.

  Business Response

  Date: 03/05/2025

  
  [***]  Closed Entity
  P.o. box 170127
  *****, ID, *****
  ***************************************************************** 
  
  
  03/05/2025
  
  Better Business Bureau 

  
  Subject: Complaint Regarding Product Installation from 2023
  
  Dear Mr. ************* am writing in response to a formal complaint about a product called NUVO that was purchased by Mr. **** nearly two years ago in 2023. The product in question is a water softener purchased from **** . Despite my numerous attempts to resolve this issue directly with the company Nuvo H2O, I have been met with inadequate responses and unsatisfactory service from Nuvo H20 where the product was purchased from in 2023.
  
  The installation was initially completed in 2023, However not the plumbing which we did back in 2023 is the problem. The specific problems include the quality of the water going into the home before the softener. These defects have not only caused considerable downtime.
  
  Since Mr. **** contacted 2 Thumbs up plumbing, we have contacted Nuvo multiple times to address these concerns. Unfortunately, their responses have been either dismissive or non-existent.
  
  Given the circumstances, I responding to a BBBs complaint of the Nuvo H2O product not the installation of the product in which mediating this dispute and ensuring that Nuvo H2O takes appropriate action for this manufactured product. 
  
  Thank you for your attention to this matter. I look forward to you guidance and assistance. 
  
  

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22990115
  
  I am rejecting this response because I depended upon the plumber's expertise to install the right equipment for the correct water quality in this area.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 03/05/2025

  
  
  ---
  
  
  03/05/2025
  
  Mr. ******* **** product purchases from Nuvo H2O 
  
  Dear Mr. ****************** you for reaching out to us regarding your concerns with the installation back in 2023 of your softener. We value your feedback and appreciate the opportunity to address your concerns.
  
  We understand your frustration with the performance of the product. However, as stated in our installation agreement, we provided installation services only and does not offer guarantees on the performance of the products we install. The performance of the product can be influenced by various factors that are outside of our control, such as [ environmental conditions, usage patterns, maintenance, etc.].
  
  We recommend contacting the manufacturer of the softener directly to discuss the performance issues you are experiencing. They are best equipped to provide technical support and determine if there are any warranties or solutions available for the product.
  
  In the meantime, we are committed to ensuring that our installation services met your expectations. If there are any specific concerns related to the installation process itself, please let us know.
  Thank you for your understanding and cooperation.
  
  

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22990115
  
  I am rejecting this response because Mr. ******** is still trying to absolve any responsibility. It was he who  recommended the Nuvo H2O softener since I had never heard of the brand. He should be the one to fix this issue because it was his advice to me to have it installed. He installed the wrong softener which will not work in this region, and he was supposed to be the expert.
  
  Sincerely,
  
  ******* *****