Placed an order in April 2014 for a whole of house filter & UV system. My credit card payment was taken immediately the order was placed. The order arrived and part was missing that took several phone calls and a month to get delivered.
One year on and an order was placed for a set of three replacement filters and a replacement UV Lamp & quartz glass sleeve. Again payment was taken immediately after the order was placed. The filters arrived after two months and two calls had to be made before the UV parts were shipped. The lamp arrived broken and the quartz sleeve was not shipped. The UV lamp was a third party brand and not the original as requested.
At least three calls were made to the front desk for an updated delivery and promises were made. Finally an angry call was made to another staff manager followed up with an email requesting the non-delivered part of the order be refunded. The email was ignored and yet another call has been made giving an ultimatum of refund or receiving a disputed transaction with the credit card issuing bank. More promises of a refund have been made.
This system was purchased to provide clean and safe water from rainwater storage as this is our only supply.
As a further note, after the broken UV lamp arrived I placed an order with Waterform Technologies and the lamp was delivered from Victoria to Western Australia in three working days. As my existing lamp had just failed it was installed which revealed that I now had a faulty ballast. Waterform then placed a warranty claim on my behalf with the manufacturer in Canada and a replacement ballast was shipped and arrived in five working days ex Canada! Talk about extreme service.
The lesson is that Tru Water can't deliver an order even with a payment applied in 90 days and Waterform Technologies can deliver in 3 days.
I would seriously recommend that any water filter buyers stay away from this business. They do not perform and have no hesitation in ignoring requests for help with orders.
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One year on and an order was placed for a set of three replacement filters and a replacement UV Lamp & quartz glass sleeve. Again payment was taken immediately after the order was placed. The filters arrived after two months and two calls had to be made before the UV parts were shipped. The lamp arrived broken and the quartz sleeve was not shipped. The UV lamp was a third party brand and not the original as requested.
At least three calls were made to the front desk for an updated delivery and promises were made. Finally an angry call was made to another staff manager followed up with an email requesting the non-delivered part of the order be refunded. The email was ignored and yet another call has been made giving an ultimatum of refund or receiving a disputed transaction with the credit card issuing bank. More promises of a refund have been made.
This system was purchased to provide clean and safe water from rainwater storage as this is our only supply.
As a further note, after the broken UV lamp arrived I placed an order with Waterform Technologies and the lamp was delivered from Victoria to Western Australia in three working days. As my existing lamp had just failed it was installed which revealed that I now had a faulty ballast. Waterform then placed a warranty claim on my behalf with the manufacturer in Canada and a replacement ballast was shipped and arrived in five working days ex Canada! Talk about extreme service.
The lesson is that Tru Water can't deliver an order even with a payment applied in 90 days and Waterform Technologies can deliver in 3 days.
I would seriously recommend that any water filter buyers stay away from this business. They do not perform and have no hesitation in ignoring requests for help with orders.