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:02/05/2025

  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 ordered a water heater from a company who used Ameriflow as their installation subcontractor. I wanted to drain my hot water heater to get rid of sediment and calcium buildup. When I attempted to turn off the water main above the water heater I couldn't move the valve handle. Afraid I might do some damage I called the Ameriflow to see if they would send somebody out to drain my water heater. The person that answered the phone was so rude I was taken by surprise. She told me that sometimes the valve handles freeze like that because there's a leak and it gets corroded. She told me that sometimes they have to use a hammer to get it loose but they can break! I managed to switch it off but I was unable to switch it back on. When I purchased the water heater it took them two and a half weeks and three attempts to bring out the right water heater. Now I call in for service and I'm told that they will not be able to drain it because I have no in-ground drain. I live on a mountain preserve with a wash in my backyard! They managed to drain the old one when they installed the new one! I told them I would do it myself I just need somebody to loosen the valve stem so I don't break a pipe. I'm not a plumber I don't want to make the situation worse. She then told me that even if they could do the job there was nobody that could come out today or tomorrow or the next day or the next week or the week after that! I hung up the phone. I'd like to say it was the most vial, reprehensible phone call I've had with a service company but unfortunately this seems to be the norm! All these companies are happy to take your money but God forbid something goes awry, which often happens, nobody's there to clean up the mess- as usual. Problem with subcontracted companies you're not the customer! If you're in need of a plumber look elsewhere.

  Business Response

  Date: 02/06/2025

  Ameriflow installed the water heater 1/31/2020.  It is not uncommon to find it difficult to turn a plumbing lever that has not been used in years.  We did not reply this issue could be because of a leak.  The two and a half weeks and three attempts comment is not true. We were told we would have to throw a hose over the fence to drain, that is why the floor drain question was asked to see if one was avaialble.  Apologies if the call was taken as less than friendly.  We are busy as we can not offer same day service, we are generally scheduling one to two weeks out. 

• Initial Complaint

  Date:07/02/2023

  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.

  In 2007, My Family and I had purchased 2 water softeners through Puretec. Puretec, was an authorized distributor and Installer of Ameriflow Manufacturing and Distribution products. Ameriflow 'Manufactured' (assembled) water softener units using tanks and valves they purchased from pentair. The Systems we had purchased, came with the following warranty: 1 year Full Warranty on Parts and Labor (Puretec) 5 Year Warranty on Parts for valves and components (Ameriflow) & 25 year Warranty on the ************ (Ameriflow) The Resin is composed of a thousands of tiny spherical beads, made of a special material that is necessary for the ion exchange process, which removes hard water minerals from your water. Overtime, these beads can lose their effectiveness, and may need to be replaced. Doing so is a fairly straightforward process, which involves unthreading the valve from the tank, vacuuming out the resin beads and filter bed, sanitizing the tank, and then refilling with new resin beads. Ameriflow charges $399 for this resin bead replacement service, however if attempting to have them provide this service under warranty, they claim that resin beads are not a serviceable item and the entire system will need to be replaced. I knew that information was not accurate, so I called Pentair Directly (the company that sells the tank/valve to Ameriflow). Pentair Confirmed that the Tank / Valve are fully serviceable, and unless it is currently leaking or damaged, there is no reason the resin media couldn't be replaced under warranty. After speaking to Pentair, I called Ameriflow back, and they still refused to honor the warranty. Even when I offered to compromise with them, by offering to sign a waiver of liability, and then simply exchanging our defective resin beads for new. Ameriflow is offering a 25 year warranty on a component that they are falsely stating is not serviceable item. If it is not serviceable, why would they offer a warranty on it?

  Business Response

  Date: 07/03/2023

  Hello ******* sorry for the situation.  This issue has a few pieces I will touch on briefly.

  1.  Pure Tec was acquired by aqua science they purchased the entire Ameriflow customer base to the point of 8/2007.  PureTec failed to honor warranties as they were supposed to per the purchase agreement.  Aqua Science was later acquired by ******* who also happens to be the product valve manufacturer.  Your customer history largely was in PureTec's database not Ameriflow's although we may have had some history if there was service by us after 8/2007.

  2.  Ameriflow started out new under new ownership as Ameriflow water systems Inc. the PureTec version was Ameriflow manufacturing and distribution.  I get it, very similar.  Part of the reason for the similarity was the new Ameriflow retained the name and Ph # as per the purchase agreement.

  3.  The valve product with your water softener has a known defect from ******* that is highly susceptible to cracking and therefore significant leak failure.  We have been advised by ******* to avoid repairing this control valve however front line ******* associates are likely to be unaware or simply not educated on this issue since it goes back many years.

  Bottom line give me a call.  I'm literally the last person standing / still here that has this history and knowledge on products north of 16,17 years. I can work with you on some kind resolution / compromise but please recognize PureTec / Aqua Science and ******* were ultimately the organization that should have been fulfilling the warranty agreement.  Again please give me a call and i will try to work out a satisfactory compromise.

  *** ************  Just ask for "***" please leave a message if I am not available to take your call. 

   

• Initial Complaint

  Date:06/19/2023

  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.

  My water softener was purchased through Lowes Home Improvement. Ameriflow is the manufacturer and the installer. This was installed in Dec 2017. I was told that I would only have a service fee when an item needed to be replaced that was under warranty. This was told when I purchased it. This is now changed. They have had the same pipe leak twice in a couple of years. Technicians can't answer questions. I have never paid a labor charge in the multiple times they have come out. Roughly a couple of years after the installation, there was an issue with the equipment. They came out and said everything is working fine. Just a couple of weeks ago, I called them again after a plumber replaced my water heater and noticed debris in it. He told me that my water softener was not working correctly and recommended shutting it off so that the new water heater does not get damaged. When Ameriflow came out, he originally said everything was fine. I would not take that for an answer. As I pushed, he made a call to his boss and he told him to replace one part. How can this now all of a sudden be bad but the technician said it was good? No sense at all. At first, the office told him the product was not under warranty and they did not install it. Later they said it was under warranty. After fixing it, I was told of the service fee (I knew about it) and a labor charge of $80 for 20 minutes worth of work. I refused to pay until I spoke to *** (Manager). A few days later, the assistant wanted to collect the money. When I asked for ***, she said he would not talk to me. We went around and around until I decided to pay and file this complaint. During the fix, I asked why the pipe had 2 different colors. The technician said, "I don't know". Not sending a picture to someone else, but just don't know. This system has been an issue and the service has been even worse with the knowledge as the technicians are sent out. This is not toward one person but the entire company.

  Business Response

  Date: 06/20/2023

  We preformed previous service visits at no charge for purposes of good will that should have been charged.  The warranty has not changed since purchase.  The charges are trip and labor charges that are applied when the labor portion of the warranty expires.  Parts have been warranted per the warranty.  The charges are accurate as outlined in the warranty. 

  Customer Answer

  Date: 06/20/2023

  You have not addressed all of my questions and concerns as well. What about the picture that I originally attached? What about the lack of knowledge from the technicians? This was not "Good will". This "good will" was never mentioned in all of the times they were out for service. 

  Business Response

  Date: 06/21/2023

  The desired settlement was a refund.  Previous goodwill / no charge services were provided.  The warranty is clear and the warranty was honored.  

  Customer Answer

  Date: 06/22/2023

  Once again, why was the tube 2 different colors. You keep avoiding the question. You also have not addressed any concerns.

• Initial Complaint

  Date:01/13/2023

  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 a whole house water system and a reverse osmosis system from Ameriflow Water Systems.I have made numerous attempts to schedule service on my reverse osmosis system. This system requires service once a year.I have scheduled service for January 12 between ****. I waited at home and the Technician never showed up.I called and was rescheduled for the first service in the morning at 8:00am on Friday Jan 13. The tech never showed up.Each time I call and ask to speak to the Manager/owner ***************** I am told he left me a message. He did not.I purchased these items through Spencers. I paid for these items. I can not get the service I paid for.

  Business Response

  Date: 01/13/2023

  *****,  This is simply only half true.  I have worked with you, your phone went to VM again just now.  I have resolved your issues.  I dont appreaciate throwing us under the bus with 1/2 truths.  You know you can call me as you have because i can not get through to you.  Please be fair and accuarte when registiring a complaint especally when we are scheduled to come back to your home as agreed.  

  Thank you

  Tim 

• Initial Complaint

  Date:10/31/2022

  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.

  In 2007, My Family and I had purchased 2 water softeners through Puretec. Puretec, was an authorized distributor and Installer of Ameriflow Manufacturing and Distribution products. Ameriflow 'Manufactured' (assembled) water softener units using tanks and valves they purchased from pentair.The Systems we had purchased, came with the following warranty:1 year Full Warranty on Parts and Labor (Puretec)5 Year Warranty on Parts for valves and components (Ameriflow)& 25 year Warranty on the ************ (Ameriflow)The Resin is composed of a thousands of tiny spherical beads, made of a special material that is necessary for the ion exchange process, which removes hard water minerals from your water. Overtime, these beads can lose their effectiveness, and may need to be replaced. Doing so is a fairly straightforward process, which involves unthreading the valve from the tank, vacuuming out the resin beads and filter bed, sanitizing the tank, and then refilling with new resin beads. Ameriflow charges $399 for this resin bead replacement service.Last month I contacted Ameriflow, to file a warranty claim on the resin beads because neither of our units were effectively softening our water. Ameriflow told me that resin beads are not a serviceable item because once aWater Softener valve is unthreaded from the resin tank, it creates micro-fractures, which will cause the tank/valve to leak or rupture. I knew that information was not accurate, so I called Pentair Directly (the company that sells the tank/valve to Ameriflow). Pentair Confirmed what I already knew, that the Tank / Valve are fully serviceable, and unless it is currently leaking or damaged, there is no reason the resin media couldn't be replaced. After speaking to Pentair, I called Ameriflow back, and they still refused to honor the warranty. Even when I offered to compromise with them, by offering to sign a waiver of liability, and then simply exchanging our defective resin beads for new.

  Business Response

  Date: 11/01/2022

  This equipment was purchased from a company aquired by Aqua Science.  The Ameriflow that we are is the same name however different ownership in May 2007.  We are willing to provide service help however the warranty is to the orginal owner and does not include any labor cost.  The outlined offer is reasonable for the service from a company that is not responsible as the original manufacturere.  I'm happy to discuss *************************** General Manager of Ameriflow water systems. ************