Atlantic Water Products - DE

Review: The company willfully misleads with an advertisement that appears to be from a utility. They misrepresent attempts to contact the consumer (which of course they did not make). There have been a number of complaints about this practice to this company and the company continues to conduct business in the same manner.Desired Settlement: Spend less time trying to trick customers and more time developing a service that doesn't requiring lying to sell.

Business

Response:

Dear Revdex.com: Our marketing department has discontinued the use of the marketing piece referred to in this Complaint. Sincerely, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Review: We just moved to Delaware in June and since then we have received 3 yellow postcards that state "water update" on the front and "unfortunately, we have been unable to contact you by phone. Please contact us within the next 72 hours. Call between 9-9 Monday-Friday and 9-1 Saturday [redacted] on the back. This card is neon yellow and looks urgent. There is no disclaimer that this is any type of advertisement. Also, I have called over 4x and when the automated machine picks up it says to please hold. After listening to music for about 2

Minutes it automatically disconnects my call.Desired Settlement: Please stop sending me these bright yellow post cards.

Business

Response:

Dear Revdex.com. Please accept our apology for our delay in answering the complaint. As you are aware we have had several complaints regarding our direct mail piece. We have attempted to resolve the issues by adding a disclaimer and ceasing the mailing. However, both attempts resulted in a loss of business. While we understand the that direct blind marketing can be a nuisance to some, it is a valuable tool in our organization, as well as many other companies. Blind marketing direct mail pieces are used by many, many businesses throughout the U.S. While there are a handful of individuals who are unhappy with our marketing program, we have acquired 10 fold in happy customers who now own our product. Thank you.

I received their card as well which indicates that they were unable to contact me by phone. I thought I would check them out first BEFORE I called them and am glad that I did. Why would I want to pay 10.000 for a filtration system?

Review: Contacted company after being informed by water company that excessive amounts of water were being consumed. Determined that the problem was with the backwash unit of the water filtration system continuously draining. Company recording advised me to put system on bypass . Received callback from company on Monday 3/24/14 and scheduled and appointment for maintenance. Be advised they only do maintenance work Monday through Friday as they save the weekends for installs. Also there is no emergency number as the company only works Monday through Friday. Appointment was scheduled for Wednesday. On Wednesday, 3/26/14 a tech came out to repair the problem. The tech was friendly and determined the problem to be with sediment clogging the filter and had to replace all the seals and valves. Tech completed work and said there should be no more problems with the system and that everything should be running as new. When checking the system today, 3/29/14, less than 3 days after the repair, the system was again pouring water out of the backwash tube. Over 1000 gallons of water has went through the system in 3 days. The work done by the repair has now caused me additional money on water from the water company. The first bill being over $800 dollars due to the damaged system and now this bill of over $400 already. Their company stand by the fact that they only supply the equipment and maintenance and it is up to the user to check the system. If a system needs checked every day to ensure it is working properly it is of no use. There is no way to know if there is even an issue until you are hit with a huge bill.Desired Settlement: I would like the unit replaced and a credit of the amount of water used by the system due to an improper repair.

Business

Response:

Dear Revdex.com: This is in response to the complaint filed by [redacted] invested in his water treatment system in 2011. We contacted him in 2012 and 2013 at his yearly anniversary to have his system serviced. In 2012 we received a "not interested" response and in 2013 we did not receive any response. [redacted] contacted us in March of 2014 for a problem with his system. Our service technician cleaned the system and again recommended yearly maintenance on the system, which the customer refused. We returned on 3/29 and at that time advised the customer that the problem was high water pressure from the city, too much for the system to handle. Recommended the installation of a pressure regulator to adjust the city pressure for $165, again [redacted] declined. In order to bring this matter to a conclusion, AWP will install a pressure regulator at no cost to [redacted]. Sincerely, Barbara Wunder, Customer Service

Consumer

Response:

Review: This company has sent me unsolicited mail that is deliberately deceptive. They send a yellow postcard with the following written on it

WATER UPDATE

Unfortunately, we have been unable to contact you by phone or home visit. (LIE)

Please contact us within the next 72 hours. (No reason given)

Call Between

9:00am – 9:pm – Monday thru Friday

9am – 1pm – Saturday

302-342-1333

Thank You.Desired Settlement: An apology in written form and removal of my name from any lists they may be keeping.

Business

Response:

Dear Revdex.com: We have written a letter of apology to [redacted] on 1/28/14, and in addition, we have removed him from our calling list. The letter stated the following:

Since your letter dated 1/14/2014 we have decided to take

your words under advisement about making the Water Update Notice more

precise. We apologize for any

inconvenience and will have this matter resolved quickly.

Thank you,

Review: I received a card in the mail today. It was bright yellow and indicated that AWP has been attempting to reach me by phone and gives 72 hours for me to contact. I was alarmed and initially went onto my municipality website to find out if a company called AWP has anything to do with my water supply. Since I could see no connection I next Googled AWP and saw the word SCAM and clicked to Revdex.com, realizing this was an ad for a water softening company. It does not appear that way - doesn't even mention softening or filtration - just says WATER UPDATE - I thought there was a problemDesired Settlement: to stop getting mail that makes me think there is a problem when really it is just a company trying to get my business!

Business

Response:

Dear Revdex.com: While we do regret that a portion of our market finds our mailing

piece to be a nuisance. We did, in fact,

attempt to add disclaimers and cease the mailing, however, both attempts

resulted in a loss of business. While we understand that direct blind

marketing can be a nuisance to some, it is a valuable tool in our organization,

as well as many other companies. Blind marketing direct mail pieces are

used by many,many businesses throughout the U.S. While there are a handful

of individuals who are unhappy with this marketing program, we have

acquired many new happy customers who now own our product and now enjoy clean

healthy water in their homes. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I received a postcard solicitation from AWP purporting that they had tried to contact me by phone (they did not) and to call them within the next 72 hours (but no reason why). Upon doing a google search of the company, I see that they have done this for the last several years--and that is confirmed on the Revdex.com site. The last complaint of a similar nature was from June 2014, and the business responded that they have discontinued these solicitations. Obviously, they have not actually stopped since I received the postcard on July 17, 2014. It would be disingenuous to say that the post cards were delayed for a month in the mail, since it would only take 2 days at most for first class mail to go from Delaware to Pennsylvania. This is really ridiculous but worth the time to file a complaint on these unscrupulous actions. Solicition in and of itself is not a crime. However, any solicitation should appear as such, not fake the appearance of a problem with water service.Desired Settlement: I would like this business to take me off of any mailing lists. If they do not, more complaints will be forthcoming.

Business

Response:

Dear Revdex.com: While we do regret that a portion of our market finds our mailing

piece to be a nuisance. We did, in fact,

attempt to add disclaimers and cease the mailing, however, both attempts

resulted in a loss of business. While we understand that direct blind

marketing can be a nuisance to some, it is a valuable tool in our organization,

as well as many other companies. Blind marketing direct mail pieces are

used by many,many businesses throughout the U.S. While there are a handful

of individuals who are unhappy with this marketing program, we have

acquired many new happy customers who now own our product and now enjoy clean

healthy water in their homes. Thank you.

Review: A

I was sent a post card that makes an appearance that it is coming from a utility company with the words WATER UPDATE in bold letters on the face. It indicates they have been unable to contact me by phone (a lie), and to please contact us within 72 hours (why?) This is an advertising ploy which I believe is fraudulent attempt to advertise by way of a scam to make people think there is an issue with their water service.Desired Settlement: Find an honest way to advertise and find new business!

Business

Response:

Dear Revdex.com. Please accept our apology for our delay in answering the complaint. As you are aware we have had several complaints regarding our direct mail piece. We have attempted to resolve the issues by adding a disclaimer and ceasing the mailing. However, both attempts resulted in a loss of business. While we understand the that direct blind marketing can be a nuisance to some, it is a valuable tool in our organization, as well as many other companies. Blind marketing direct mail pieces are used by many, many businesses throughout the U.S. While there are a handful of individuals who are unhappy with our marketing program, we have acquired 10 fold in happy customers who now own our product. Thank you.

Review: We purchased a RainSoft water softener from Atlantic Water in 1997 and the system included a lifetime warranty. They came out for several years on annual service visits (which we were charged for) until they stopped calling us. After several years, they called us again to schedule service and we declined. At no point did they tell us that discontinuing service would void our warranty. We never received anything in writing from them that the warranty was voided. We called them yesterday as the system is no longer operating. The technician was late and originally told us the system was fine. When we showed him the problem, he said we could upgrade the system. We told him that it was covered under the warranty and should be repaired or replaced. After a phone call with his service manager, the manager got on the phone with my husband and said the warranty was voided and a new system would cost $800. We declined and the tech was told by his manager to leave.Desired Settlement: We would like them to honor the lifetime warranty and replace the system.

Business

Response:

Dear Revdex.com. We have completed the replacement and rebuilding of the water treatment system as requested by Mr. and Mrs. [redacted] at no charge. We believe this matter has been resolved. Thank you. [redacted], Customer Relations

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Atlantic water came into our home and promised us that their water system would help us on so many different levels and nothing has been farther from the truth. We have had so many issues since day one.

We signed up with a 24 month no interest promotion which turned out to be 6 months. They told us that this has never happened before and it would be resolved. I contacted them when I saw my first bill and it was never resolved until almost a year later. I had to contact [redacted] (The company that finances this system) numerous times to try and straighten the bill out because no one from Atlantic Water would call me back. After the 6 months we lost the promotion and were charged all the interest and our minimum payment went up. Since this happened it negatively affected my credit score by more than 200 points.

The next issue was with the installation. It was very sloppily done and we had to have multiple technicians out to fix the problem from the tech before them. The first day it was installed they left holes all over my bathroom and had to send a senior tech to come fix it. The 2nd night we had the system, the valve was faulty and flooded my bathroom. We were told that they have never seen that and they would send another tech out to fix it. This happened at 10pm and if I didnt go into the bathroom to find 2 inches of water, it would have flooded my entire first floor. A few days later we went to use our dishwasher before we went out and when we turned it on, the water started pouring out of it and flooded out kitchen. The technician did not connect it properly causing it to flood. So we had to have another technician come out and fix it.

The next problem we have is with the water quality. Since the system was installed we have had yellow water. I attempted to contact our salesman multiple times regarding this. When he finally answered the phone, after about a month of calling, he said that it should take 2 weeks to clean the pipes and the water will be yellow. I told him its been a month and its still yellow. He kept telling me its because of old pipes. We continue to have the problem and continue to call them but nobody answers their phone or calls back. I have contacted the salesman multiple times, his manager multiple times and the company multiple times. I have all phone records for all the attempts. When I was finally able to get in contact with the manager he said he had no idea that this was happening and said he will take care of me.

We had another technician come out and look at the system and he stated that it has not been working and thats why we have the yellow water. As per the company and technician the system should work for about 4-5 years with no problems. We have been paying for this system for a year now and it has not been working as promised. We were promised and guaranteed that it would help my sons skin, it has not. We were promised and guaranteed that our oil bill would go down because of the pure water, it has not. We were promised it would be better tasting and better quality water and it is not at all.

Since the manager was not able to help us he directed us to the General Manager of the company who said he will send another tech out to look at and fix the system. I told them I just wanted the system out and be done with this. When the tech came out he tested out water and said it is working perfectly but the tech before him turned the system off and unhooked it. So this shows that the system is not needed since our water tested perfectly without the system even hooked up. I told him to please remove the system like I asked and he said he would contact the GM. The GM's response was that since we have had it for over a year there is nothing they can do.

They ignored all my attempts since day one and pushed back appointments so that they could finally say that its too late to do anything.Desired Settlement: I would like the system out of my home and to cut ties with this company. I do not want to pay anymore for a system that has not worked properly since installation. I would like a full refund but I am willing to pay for the system for the year I had it. I do not want to pay for this system anymore.

Business

Response:

Dear Revdex.com: On 4/9/15, our Service Manager and service technician went to the home of Mr. [redacted]. The city flushed the water lines and the carbon tank, doing its job, pulled the impurities out of the water. In the process the carbon became fouled. Our service manager offered Mr. [redacted] a free carbon rebed, and at that time Mr. [redacted] refused. We have reached an agreement with Mr. [redacted] to replace the current carbon tank with a back washing carbon tank and one (1) free carbon rebed. As soon as Mr. [redacted] schedules the appointment for installation, the service issues will be resolved. The financing issue has been addressed with The Home Depot, after numerous telephone calls. We are, however, in the process of refunding $2,000 to Mr. [redacted]. Thank you. [redacted]

AWP (74 Southgate Blvd, New Castle, DE 19720) It is 11/19/14 and I just received this notice: WATER UPDATE Unfortunately, we have been unable to contact you by phone. Please contact us within the next 72 hours. Call Between 9:00am-9:00pm - Monday thru Friday 9:00am - 1:pm - Saturday [redacted] Thank You.

I am a new resident of Delaware. Fortunately I am a cautious consumer, who immediately realized this was a commercial marketing gimmick and checked the Revdex.com site.

Review: Deceptive advertising. I received a bright yellow notice with "water Update" on it by mail that also said they were unable to contact me by phone and to call them within the next 72 hours. This is a scam to get me to call for them to sell me their products.Desired Settlement: Stop this scam.

Business

Response:

Dear Revdex.com. My apologies for the delay in responding to this complaint. In the past we have had a number of complaints regarding the marketing card used by our company. We apologize for the annoyance felt by some, however, we have had a great positive response to this marketing piece. We did attempt to restructure the piece and also discontinue using the piece. We found that we had a significant drop in sales as a result. Therefore, we are continuing to use this card as part of our marketing program. Again, we apologize for any inconvenience. Thank you. [redacted]

Review: On 12/12/12 my husband and I purchased a water system from the NJ division (Mays Landing). The representative, [redacted] who sold us the product stated that every "lead" we gave them she would give us a $300 check for ONLY those who purchased a water system. I gave her my leads and one person bought the system ([redacted]). I have been trying to contact someone at the Corporate office to get my check. I called the Mays Landing office [redacted] and they keep telling me that I have to contact the Delaware location ([redacted]) as they are the ones who handle the check refunds. I've left over 10+ voicemails and NO ONE returns my calls. I once got a live rep and she gave me [redacted] at the Delaware Location. I left her over 9 VM's in 1 week and still have not received a phone call. This is VERY frustrating as it's going to be a year that I have the water system but no check for referring someone. This is not how I would do business and I hope other people see this and walk away from purchasing false promises.Desired Settlement: I would like for someone to NOT ONLY CALL ME, but to have someone write out a check in my name for the $300 I was promised.

Business

Response:

Dear Revdex.com: Our Finance Manager from the Delaware office spoke with [redacted]lli. A check in the amount of $300 was issued today and put in the mail this afternoon. It is our understanding that this matter is has been resolved. [redacted] Customer Service.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have received the check and thank you for your assistance in getting it.

AWP

(74 New Castle Blvd, DE 19720)

It is 8/13/14 they are still sending the notice:

WATER UPDATE

Unfortunately, we have been unable to

contact you by phone.

Please contact us within the next 72 hours.

Call Between

9:00am-9:00pm - Monday thru Friday

9:00am - 1:pm - Saturday

3o2-[redacted] Thank You

These should have filtered out of the mailing system by now if they had stopped sending them out. I am in South Jersey and it would only take a week to get here.

Review: The company sends mailings that make claims that they have tried to contact by phone and seem to be intended to mislead the recipient that it is a legitimate mailing from an utility (along with a plea to contact within 72 hours as there is something urgent to report). There have been a number of complaints about this practice to this company and the company continues to conduct business in the same manner. In complaints closed 6/4/2014, 7/4/2014, and 7/21/2014 with the Revdex.com the company made representations that they were discontinuing the campaign and no further mailings without disclaimers would be mailed out. The mailing was received September 22, 2014 in NJ and proves that this is another deception from an organization that is apparently unethical.Desired Settlement: This company should cease further misleading advertising campaigns - I will also refer this mailing to NJ state consumer protection agencies as it appears that this company habitually makes unsubstantiated representations, purposefully lies about its practices, and appears to be unethical. The repeated yet false promises that the mailings have discontinued are obviously not true and not going to be honored.

Business

Response:

Dear Revdex.com: While we do regret that a portion of our market finds our mailing piece to be a nuisance, as we have previously stated in our answers to other complaints, we have attempted to resolve the issues by adding

disclaimers and ceasing the mailing. However, both attempts resulted in a loss of business. While we understand that direct blind marketing can be a nuisance to some, it is a valuable tool in our organization, as well as many other companies. Blind marketing direct mail pieces are used by many,many businesses throughout the U.S. While there are a handful of individuals who are unhappy with this marketing program, we have acquired many new happy customers who now own our product and now enjoy clean healthy water in their homes. Thank you.

Review: bright yellow post card on my house door reading " water update unfortunately, we have been unable to contact you by phone or home visit please call between 9:00 am- 9:00 pm monday thru friday 302-544-7145

this type of advertising made me think their was something wrong with my water when in reality they just want you to call when I asked why they were leaving post cards on my door they hung up on meDesired Settlement: stop leaving post cards on my door

Business

Response:

Dear Revdex.com: We have removed [redacted] from our lists. We will not contact her in the future.

Review: Hello,

My husband and I purchased a system approximately 2 months ago. When the sales person came out, he promised we would save money with monthly cleaning supplies as well as coupons sent to our house every month. The coupons sent to our house expired months ago and were completely unusable and we've yet to receive any cleaning supplies aside from the ones the installation representative provided. The sales person promised we would see changes in our water after 3 days but we had to wait for our old water to run through the pipes. After a week I noticed that there was absolutely no change and my husband called to cancel our service. Low and behold 3 days is the cancelation window NOT how long we would have to wait to see changes. The phone agent my husband talked to was very rude and refused to help us. He said that we were explained the 3 day cancellation but we definitely were not. I see a blurb at the bottom of the purchase order but its made to look like if you sign it you are agreeing (so of course I didnt sign) but instead its to sign if you are cancelling. Which is ridiculous because its the purchase order itself, why would you sign to cancel on the same paper? This was extremely deceptive. I am not happy at all with the product and the whole situation was unethical.Desired Settlement: I want this system to be removed and I want a refund, as I would have done within 3 days had I not been "assured" the changes would take a few days since it had to clean out the pipes.

Business

Response:

Dear Revdex.com. Our customer care representative, [redacted], went to the [redacted]'s home and addressed all of their concerns with respect to their water treatment system. He explained how the soap program works. He tested the water to assure them that it is, in fact, working properly. The paperwork is set up by the banking industry in accordance with the banking laws and is not designed by our company. We believe this matter has been resolved. Thank you. [redacted]