August 20, 2010 We bought a water treatment system that does not do what they advertise it to do. We bought a water treatment system that was supposed to “replace a water softener”and purify drinking water according to the brochure. I specifically asked and was told it by salesman Tony Romaldo that it was compatible with my $2,000 tankless water heater. August 27 After installation, the dishes turned cloudy and all faucets were becoming clogged with a gritty substance. I talked to my plumber and he said to make sure the water was softened or I would need to add a filter for the water heater. October I called Tony twice and emailed once, he gave no reply. Nov. 1 I called Eleanor Hernandez the customer service rep, told her we had to keep removing shower heads and faucets to dump the grit out. She said she entered it into service and they would call me within 24 hours. They did not. Nov 5 Finally, we got a hold of Tony Romaldo, the salesman. He came to our house, looked at the system and told us the grit was stuff being loosened from our pipes and it would clear up. I found this unlikely as we have had a water softener for the past 12 years and never had this problem before, but we gave him the benefit of the doubt and agreed to wait two weeks for it to clear up. He also said that their system removes 70-80% of the hardness. It did not clear up. Nov 12 So I had my plumber come to our house. He looked at the grit and said it is the result of the hard water going through the tankless water heater, (causing damaging scale build-up in the heater). He tested the water for hardness; 22 grains per gallon coming into the house AND 21 grains per gallon after treatment with the system. It did not remove 70-80% of hardness, it didn’t remove any!!! Therefore, to say it "replaces a water softener" is a lie, or at the very least misleading. Nov 19 A call we placed to Tony was not returned. Nov 23 we got a hold of Tony, told him we wanted a refund and the system removed. He offered us a free water softener, we declined since we no longer can trust them and do not want to deal with them for any future service. So he said he would have to talk to the VP, Jay, then he would call us back, he never did. Nov 24, another call not returned. Dec 1 I called and asked to speak to the VP because I wanted a refund.. I was put on hold and the Tony the salesman picks up the phone. He said our plumber was lying, I stopped him and said you lied about it softening the water and I want a refund. Tony said Jay is the only one who can authorize it. I asked to speak to him and was told he was “in a meeting”. Tony said he would call me back by 6:00 pm, he did not. We filed a complaint with the BBB as I did not find this business on Angie's List (search error?). I also filed a complaint with Discovercard to dispute the payment. Dec 3rd Either the BBB or Discovercard contacted Jay because he called and said he had no idea that I was having a problem. I said I have been trying for two months the resolve the problem and that was long enough. I had been lied to, my calls and emails had gone unreturned and I no longer wanted to do business with them. He offered to have his head plumber come out to assess, I let him talk me into that but changed my mind after I hung up with him, because I knew what the problem was, (the system does not remove hardness and it is incompatible with our tankless water heater without a softener or filter, which cost more money). Later that day, we called and asked for Jay. Eleanor said he was unavailable and said she would connect us to his voice mail. I noticed there was no personal outgoing message on the voicemail, but we left a message saying that we were done and that we wanted a full refund and removal of the system. Dec 6 Jay left a message on our machine saying that he was returning our call. My husband called him back, (and this time there was a personal outgoing message on his voicemail,) and just restated that we wanted a refund and removal of the system. Dec 8 Eleanor left a message, we returned the call and they finally agreed to a refund. Dec 21 they removed the system. Bottom Line While this system may make your water taste good IT DOES NOT REPLACE A WATER SOFTENER. And if you have a tankless water heater and hard water you will have a lot of problems! We have had to replace both shower heads in our house. We also had to replace the heat exchanger in the tankless water heater, luckily still under warranty but at a labor cost of $276. I was also given the run around by at least the salesman and the customer service rep, and if Jay truly didn't know this was going on, then what else is happening that the VP doesn't know about. I put off doing this review because it really upsets me, but I saw an ad in Angie's List Magazine for Life Source and I had to let people know how I was treated.