US Water Systems Inc

I bought a 56SE Water Softener at the end of December. I got it all installed and found that it was leaking at the connection for the brine tank. Turns out that the injector housing was cracked. I contacted customer service and after sending pictures of the crack, they said I had two options: I could send the control unit back for repair or they would send me the part and I could repair it myself. Since I really wanted to get the unit online as soon as possible, I agreed to repair it myself. They shipped USPS who lost the part... Contacted customer service again and this time they agreed to send a fully assembled control unit. They refused to ship overnight, but sent FEDEX ground. Seems like their shipping department didn't get it out the door until another day had passed and I contacted customer service again. Lost another day... Finally got it all assembled and online. Some parts have been changed, but their instructions are not updated. I sure hope the part does not crack again, but this looks like a design flaw.

First off, their sales consultant that helped me recommended a completely inappropriate system for my application. It took me until December 2017 after purchasing the unit in May 2017 to finally understand that I had the wrong system, and that it was never going to work for what I explained I needed. But what really got me is their mildly deceptive advertising practice. Business advertises "365-day no-hassle return policy." However, business's policy is so restrictive that it does not allow you to test equipment without voiding return. THIS WAS NEVER MENTIONED until I wanted to actually return the system I was sold that would never work for my need. The fine print is not provided up-front anywhere, but rather is located on an obscure webpage with no link found on top levels of website (pages most likely for a consumer to use before a purchase). My contention is that business should not advertise "365-day return policy," but rather, "Return only accepted in unopened package, for up to 365-days" CEO Mark Timmons personally got involved, claimed to want to help, and then cut off communications with me, hasn't replied to several emails since then, and nobody from the company returns my communications, anymore. Which is fine, because for the many, many emails and phone calls, I have a $525 system that doesn't work for what I need. And it took 6 months with their expert for me to figure that out.

We purchased a new 5 filter RO system to replace an existing system. Had a few questions and spoke to an Aaron Birkey who was wonderful, he patiently answered all of our questions. Great company and system!

Professional and courteous employees answered all my questions whenever I called....actually talked to a live individual! Product arrived quickly too.

16 days after order and no parts! They finally contacted me after I emailed them with a response of " Your request for assistance has been received. Case #12038 - "RE: Fleck Water Systems: New Order # 500001074" has been created for you. A member of our customer care team will respond to your case as soon as possible." AS SOON AS POSSIBLE? A NEW ORDER HAS BEEN CREATED? WHAT HAPPENED TO THE ORIGINAL ORDER? Buyer Beware!!!!!

I did plenty of research on what water softener was the best system I could buy for the money and ended up buying one from US Water Systems (Fusion NLT to be exact). Ordered and received just fine. I thought I could install the system myself as I am pretty handy in my own opinion but I ended up running into trouble and I called US Water back and got someone in tech-support and he helped me figure out I forgot a step before it was too late. THANK YOU US WATER SYSTEMS!

* note that a service recovery effort was made and is explained later. They are deceitful and twist policies around to cover their own behind at YOUR expense! I ordered 2 UV units over the phone from a salesman that said both were in stock and that I would have them within 5 business days. Then when only one showed up I called to find out what happened. It took 3 business days to get a real response from them. Then they were completely unsympathetic to the fact that I was lied to and rudely told me that the second unit was still going to arrive within the 7-9 business day window for free shipping. HERE'S WHERE IT GETS WORSE: I politely asked for an RMA to return the second unit because it was taking too long based on what I was told over the phone, and I was informed that not only would I have to pay for return shipping, but they would deduct the outbound shipping cost from my refund. I had thoroughly read their return policy multiple times before and even taken some screen shots to protect myslef, and what do you know? they changed their return policy page right in the middle of this dispute. So I have screen shots of both versions of their return policy, the one before I asked them to honor what it said, and what they changed it to to cover their behind. Originally their was a clause stating: "shipping costs will not be refunded", however I did not pay anything for shipping, and nowhere in the policy did it state that actual costs of shipping would be deducted from "free shipping" returns. 2 customer service agents treated me very rudely and insisted that their "return policy page had not changed in over a year", and their "IT guy isn't even here today". Then when a manager/owner called me back he calmly insisted that even though they DID just change their return policy page they still would be deducting shipping cost from my return. He did not give 2 craps about the satisfaction of his customers or even honoring his own "No Hassle Return Policy". I HIGHLY advise staying away from this company! They try to sell you based on good support and service but its all a lie. Also be advised that you can find most of these products cheaper elsewhere, just keep looking! Response to business reply: You may have been "planning" to change your return policy for a long time,(contrary to what I was told by you over the phone, that it "hasn't changed since you started") but the fact is you had not when I placed my order and I need you to honor your return policy as it was stated. Verbiage is important! The facts: My order was placed on Nov 23rd, the first unit was received Nov 29th in 3 business days and the second unit was not received until Dec 5, 7 business days from the order date. *Service recovery: after this review was posted I was contacted by the head of marketing to apologize about my terrible experience. He did pay for return shipping and gave me the refund that I deserved.

Sent three separate emails requesting help and was ignored. Absolutely terrible customer service department - if it exists. Once they got their money that was the end. Sleazy company and sleazy products.

I paid $149 for a water test and have waited 3+ weeks and they have yet to contact me.

they help me find all the parts I wanted even on other web sites

Incredibly slow to ship and no status messages. 13 days between order and shipping and another 6 days in transit. The 6 days in transit was expected but the 13 days most certainly was not. No email messages stating why it took them 13 days to ship. Box arrived damaged but the items inside appear Ok.

Replaced a part at no cost very fast

We love the product. However, we called technical support several times and they passed us around from person to person. We finally figured out for ourselves that the product was incorrectly hooked up from the factory.

A real person answers the phone with real solutions to resolve whatever issue I have. It is nice to deal with people that actually know what they are doing.

prompt service. Item was as described & worked perfectly. Would buy from them again.

It was a seamless interaction, which is what I want.

I'd purchased my entire home water system from US Water and did the install myself. They quickly addressed the one defective part I had encountered and walked me through programming of my softener and manganese filter over the phone...very helpful and happy to do so. Great company and technicians!

Very responsive and timely

Great product and timely free delivery.

Customer service is helpful. But packages arrived late twice already. Should have inform me if the company ran out of stock. But instead I need to call in to check to know.