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:06/16/2025

  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 ordered a water filtration system for my house. NuvoH2O had a pre-installation form that I completed prior to the system being shipped. They delayed in setting up the install, then said they needed to charge me more and when the installer came out they said it could not be installed at all. I shipped the system back and asked them to refund the install fee ($1,200) and the system ($1,700) when the system was returned. They have not refunded anything and have not responded to any of my emails or communication.

  Business Response

  Date: 06/18/2025

  Dear BBB and Ms. **************** you for the opportunity to respond to ******************** concerns regarding her recent experience with NuvoH2O.
  First and foremost, we want to acknowledge that timely responses and clarity in communication are critical, and we recognize that there were areas where we could have done better. While we remained in communication throughout this process and followed internal protocol, we understand how gaps in perceived responsiveness can cause frustration. We are taking this feedback seriously and using it to improve our processes moving forward.
  We also want to reassure Ms. ****** that both her product and installation refunds have been fully processed on our end, and we are committed to ensuring that she feels supported throughout the remainder of this resolution.
  
  Installation Experience Clarification:
  Ms. ******* concerns about installation costs are important, and wed like to provide some clarity. Every NuvoH2O installation goes through a standardized pre-installation process. When customers purchase a system with installation, we send them an email outlining the process and what is included, along with a link to a required pre-installation site survey form.
  
  It also includes a  DCC Installation Disclaimer, which states:
  Services offered for additional fees on-site include alternate pipe types, hard surface mounting, additional pipe footage, or custom installation modifications.
  
  It is always the customers decision whether to proceed with the installation once the survey is reviewed and the final estimate is presented. In this case, Ms. ****** declined to move forward with the installation once the technician presented the scope and additional cost. This is completely within her right, and we respect that choice.
  To be absolutely clear, this information is not hidden or withheld from customers. We strive to be upfront and transparent so customers can make informed decisions without pressure.
  
  Current Status:
  Both refunds, the $1,200 installation fee and the $1,700 system return, have been fully processed and released by NuvoH2O. If the funds have not yet appeared in Ms. ******* account, this is most likely due to typical bank processing timeframes, which we communicated in our June 16 correspondence.
  
  We sincerely value Ms. ******* feedback and patience. While the refund has been completed, this situation has highlighted opportunities for us to improve clarity and response time, which we are actively addressing.
  Should Ms. ****** have need anything else or require further documentation, our team is more than happy to assist
  
  
  Sincerely,
  ******* ********
  **************** Manager | **********************
  ************

  Customer Answer

  Date: 06/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  There assessment that I declined the installation is incorrect. The installer they sent said it would not fit and could not be installed. The pre-installation survey was inadequate. 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:03/03/2025

  Type:Product 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.

  I bought a shower filter that promised to reduce hardwater, etc. This product did nothing. It caused more damage to my hair and scalp. When I put it to the boil water test. No only did the water leave a hard residue on my pot, there was oily residue and dirt in the water. I did this several times even making sure the pot was clean before to remove all previous residue from the pot. I asked for a refund. They issued a RMA code. They stated if there the item was wet it could not be returned and they did not provide a shipping label. None of this is disclosed in their return policy. You only see this after you have been disappointed by their inferior product. I would like free shipping and my money back.

  Business Response

  Date: 03/28/2025

  
  We are truly sorry to hear about your experience with NuvoH2Os product and support. We understand your frustration, and we genuinely appreciate you bringing this matter to our attention.
  Upon reviewing the details, we realize that the Shower Head Filter page on our website was unclear, which understandably led to confusion. To clarify, the Shower Head Filter is not part of our water softening product line but is a standard carbon filter specifically designed for use with a shower head. We recognize that the formatting and layout on the page did not adequately highlight this distinction, and for that, we sincerely apologize. This has been reported to the webserver to adjust verbiage to avoid any further confusion.
  Additionally, we understand that the return process may have also been unclear. For health and safety reasons, product returns need to be as dry as possible. Using the system and running it does not exclude the product from being eligible for return, and we sincerely apologize for any confusion or frustration this may have caused.
  As a gesture of goodwill and resolution we have sent the $80.00 as requested to the name and address on file with the order. No return is necessary, and youre welcome to dispose of the product at your convenience.  Furthermore, wed like to extend a special discount on any of our full-home softening systems should you decide to explore more comprehensive water treatment options in the future.
  At NuvoH2O, we are committed to providing our customers with the best possible experience. Please dont hesitate to reach out if you have any further questions or if theres anything more we can do to assist you. Your satisfaction is important to us, and we want to make things right.

• Initial Complaint

  Date:11/12/2024

  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.

  I purchased this product in February of this year, but quickly saw that it was not working as intended. I tried to file for a warranty refund, and was asked to try replacement filters to try and fix the problem and I agreed. During that phone call, I was told that he was making a note on my account so that if these filters did not work, I could still follow through with the warranty refund. When I contacted them letting them know that it did not get any better, and actually may even be worse than before, I was told that it was well past the original warranty period. I have since asked for a copy of the phone recording that I had them. Their latest reply was that all they could do at this time is to try a new filter combination for my house, but reading on their website I'm not sure how that would solve the problem, and if that is the fix, why didn't they go that route to begin with when they knew from the very beginning that I was on well water.I am very disappointed by this company. I will soon be replying back to my builder how horrible this system is as he related he has another client in the planning stages asking about it.

  Business Response

  Date: 11/13/2024

  Hi ****, I appreciate you writing out your concerns and frustrations to us. However, as I am reviewing the communication on the account, we are actively allowing you to return the order.

  The last email we sent you, dated 11/6, we tried confirming if you would like to return the ** filter also or just the NuvoH2O system and we did not receive a response from you. In addition to that, we have been trying to troubleshoot this issue with you since April. Water test results were requested by *** and never received. With a return beyond the 90 day return period, we do normally need to verify that the water quality is out of the parameters for the system. That is why the agent you were emailing with last week asked you for that, so she can begin the return/refund process.

  Given the state of your complaint, I have created a return and refund for both units. You will be receiving a return authorization email with return instructions before the end of the day. If you have any additional concerns or complains, feel free to reach back out to us. 

• Initial Complaint

  Date:05/30/2024

  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 purchased replacement cartridges from my system a few weeks ago. I'm not sure they sent the right cartridges so I've been trying to contact them. Their phone system has an automated attendant and in order to talk to anyone you need to know their extension. I don't know anyone's extension - I just want customer service. Since that didn't work I've sent them messages via their "Contact Us" page - still no response. I've since messaged them on Twitter - again no response. At this point I simply want to return these replacement cartridges and will have this system ripped out and replaced with a different manufacturer. How can you have a business that doesn't allow you to contact them?

  Business Response

  Date: 06/03/2024

  We apologize for the delayed response time and trouble with the phone system. We have been in touch with the customer and have implemented a solution. 

  Customer Answer

  Date: 06/03/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:05/10/2024

  Type:Product 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.

  The Nuvo Manor was order in April 5, 2024. The Route order #**********************. The order # ******. Received on April 23 an empty box, no filter, the local post office received the box in bad conditions and no filter. On April 24 the problem was reported to Nuvo company in Utah. A new filter was send out but they said that the new filter will be color different at the ends but it would be the exact same filter. On Saturday April 27 the Nuvo box arrived and the box was in some bad condition. The plumber came on May 10th and he was unable to make the new filter to fit properly, the new filter is taller by a 1/4" than the old one. At this time and the expanse this have caused us we decided to replace the system for a friendly system. The Nuvo system we had since 2018 and the same plumber comes to change the filter but the company change the filter manufacture and problem started. We cancel our subscription and we lost time, and money. Not a good system to have when you have to change the filter every 6 month and call a plumber to do this. Is not a practical system to have in your house.

  Business Response

  Date: 05/29/2024

  We are terribly sorry for the inconvenience this experience has caused. We were in the final stages of getting our new domestic supply up and running and these cartridges were a temporary solutions that worked for nearly all customers. Our team has been in touch and implemented a solution to resolve this case. 

• Initial Complaint

  Date:10/21/2022

  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.

  ***** CLAIMS TO HAVE LIFE TIME WARRANTY. The water softener was installed professionally. It does not produce soft water, The water produced is full of lime and where ever water sprays leaves a residue. The water is not consumable in terms of drinking or cooking. We contacted the customer support about 6 times. They indicated that it is my responsibility to prove the softener is not working by providing water analysis at source and after the process, I produce the analysis by City of Ozark water analysis. Apparently it is not good enough for NUVO. I had sent emails with serial number and date of purchase, analysis of water by the city. The customer support staff is purposefully vague and do not appear to commit to any thing. They were requested to send me in writing what I need to do in terms of fixing the problem but no response.The water softener has rendered the place UNINHABITABLE because of the quality of water. Not taking any responsibility is not acceptable for a water softening company.

  Business Response

  Date: 11/03/2022

  We apologize the customer did not receive the email with instructions that was sent to him. Due to a language barrier with the customer, there was a typo in the email address that resulted in the customer not receiving our email. We have reached back out to this customer to troubleshoot the issues and continue to help resolve the problems they are experiencing. It is our understanding this customer did not purchase the system themselves, but moved into a home that already had the system. Because NuvoH2O products soften water very differently that traditional softening systems, there is likely a lot of education that needs to take place for the customer to understand how this product works and what is and is not intended to do. 

• Initial Complaint

  Date:08/22/2022

  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.

  Bought Nuvo Manor System online from Lowes 05/23/22. Serial# ***********. Posted concern on NUVO customer support 8/8/22 detailing purchase, lab results prior to purchase, and on well water. Liked unit initially. Told them after 1st month all toilets have yellow/grey discoloration. Very difficult to clean. Went from cleaning hard water scale ring every 2 weeks to ugly stain and more frequent/difficult cleaning. Also brownish red ring in tea kettle when cleaned with vinegar. Looked online and saw similar BBB complaint that was resolved and mentioned that. Attached photo of stained toilet bowl. Nuvo responded by asking if we are on well water even though we already said that. Then got canned response with several questions, including ph, which we had already told them. They asked about a prefilter. We responded to questions in detail that day, 8/09/22. They simply repeated the initial canned response again. We responded that day telling them that is exactly what they already said and we said to go back and read everything from the beginning plus original info on website.Asked for 1 person to deal with this and said may be time to contact BBB. Then, thinking that maybe detailed 8/09/22 response was not received, we repeated the info/lab results they requested. They then barely tweaked the canned response and asked for the same info AGAIN.We responded: Are you saying we should have these tested AGAIN? I gave you the exact results of those tests already. And as stated before we have a filter in-line already. They replied 8/19/22 asking to resend photo of the labs. We replied that we sent no photo. Requested labs are in the email body. We searched sent emails today and found 8/09/22 email that had disappeared. It was actually sent. This is ridiculous. Took a month to get plumber in to install it, so time to evaluate unit was short. Nearing end of the 90 day period. Feels like a ploy to drag the issue beyond the date. Fortunately we have all communication in writing.

  Business Response

  Date: 09/02/2022

  We are currently in contact with this customer discussing troubleshooting and working to determine whether the customer should continue using the product. 

  Customer Answer

  Date: 09/04/2022

   
  Complaint: 17743531
  
  I am rejecting this response because:We are still attempting to determine what steps to take. We are submitting a new water sample to an independent lab. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/13/2022

  We have no further updates to provide on this case at this time. We have recommended that the customer discontinue use of our product as it may not be safe for use with their water chemistry. They have stated that they are submitting a water sample to an independent lab and if we are provided with those results, we can further evaluate the situation. However, we have recommended that the customer return the product for a refund and discontinue use.