ComplaintsforH2O Concepts International Inc

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the H2O Concepts in August of 2021 for my home in *************. I was told it would soften water (eliminating hard water staining) as well as filter the water in general. Prior we had a regular water soften, household filtration, and RO under the sink. As far as I know it did filter the water pretty well from chemicals like chlorine. This is all I know for sure because that is all that they provide to test the efficiency of their product is pool chlorine testing drops. What I can say is that it did not soften the water or prevent hard water build up at all. I was also promised transfer services if I ever moved. However, when I called prior to move they stated they do not have regular services in the **********/********** areas and while they might try to make arrangements it would be months because they wont send anyone out that far for just one job. They did tell me I must cycle it every six months while not connected. This was also a part of their offered service (pickup and temporary storage) but again they dont come up this way. So I had to hire a plumber to dettach. Now I am challenged to find a plumber to reattach in ********** because there are no installation instructions probably because they promise that service as a part of the package. And frankly I am not sure I want to go through the hassle since it did not prove effective in preventing hard water deposits and additionally it make a LOT of noise when it backwashes and here the only optional placement would be the garage. I am very disappointed. They should not have advertised in an area they do not service. I even paid $795 (included in upfront money) extra for extended warranty that obviously I wont be able to utilize since they do not provide services here.

  

  Business response

  06/25/2024

  I spoke to the customer and there was some confusion after speaking to her the issues were really that she wanted her system moved and was under the impression that we would not do it. I explained to her yes, we would be able to move it and we are up there every 2 to 3 weeks. One of the other items the customer was confused about was about us removing minerals from her water. I explained to her that we don't remove them, but we break them down. Also, she thought she paid for the 10-year warranty I explained that it came with the system. We will continue to communicate until her move is done.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted H2O concepts about having their water system installed. I told them my main concern was to eliminate the salt water softeners that I now have so I would not have to use salt. I was told that their system did everything and I would not need salt and the softener. they had me get a water test which I did for $295 dollars and they said they would build a system based on that. The end of November 1923 I scheduled an appointment to have the system installed and on the 17th of Dec 2023 they installed the system. After the tech installed the system I again asked him if I needed to water softeners and was told that I did not and that he could remove them, which I told him I would do it as I had someone who wanted them. At this time he presented a installation document for me to sign. No where in the document did it say that the system would not soften the water as was the only reason to purchase the system as I did not want the salt to be in the water. After the installation we had very hard water and a second water test at another $295 that showed the water to be even harder than the first test. I contacted H2O and was told that they would do nothing for me as there system did not soften the water and the delivery doc I signed said this. I asked for them to remove the system and refund my money and was told that they would not but they would install more water softeners for about $1600. ***** TV adds clearly say that salt in not needed any more and the only conclusion to be drawn for that and the statements made to me was that the water would be soft without using salt. I would like them to just remove the system and refund my money. I am in the process of filing a complaint with the court if they will not do this

  

  Business response

  02/29/2024

  We have explained to the customer he does not need a softener with our system. In Goodwill we did offer a softener system exchange or even a softener on the hot side. The softener exchange would be at no cost and the hot side would have been a small cost. The customer is asking for money back however on the agreement it clearly states that this is not a softener. Im including that part of our contract where he initialed saying that he understood it was not a softener. I would still honor the Goodwill offer if he decided to move that way. This is the last time I will offer that because I do realize we are going above and beyond but we want him to be happy. This is what the customer initialed: "This water conditioner is not in any way to be confused with a water softener or a reverse osmosis system".
  
  Thank You,
  H2o Concepts Management.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this water softener a few years ago I had an initial problem when it was installed and at that time their supervisor in the customer service area - **** was hard to deal with and rude after of course their collection of my $10,000.00 cash that I paid them for the water softener which came with an alleged 10 year warranty and all sorts of representations of alleged good service from their company.None of which have been true he put me through h*** the first time caused horrendous amounts of stress before he finally came out & fixed the water softener Come to find out part of the problem was one of the men involved in the org. setup was not even a trained tech. We went through h*** back then because of abusive **** and he still is 5 years later The water softener went down this time on the 14th of July 2022 IT JUST TOTALLY QUIT I called **** and he was his usual nasty rude self [accurate description] just like before He talks forcefully above you especially when you are a ********** tells me he is NOT coming out Until I hire a plumber & have a plumber check the psi he said it's not our softener he said it is your psi it has to be at 75 I said you are kidding me you are going to make me pay for a plumber first he said YES $125.00 out of my pocket later the *** at the house was fine it was 75 he forced me to spend money I did not have with the gasoline ************* prices now OMG I call him back the next week told him the plumber said the *** was fine softener has been down for over a week I ask when he is coming out he says not this week nor next I said but the softener is not working at all that can't be good for it He said I will call you the week after & set an appt that is 3 weeks now w/o it working He does not call - I call him HE LIES AGAIN Now years later **** is still there and still the supervisor of customer service and if possible even more rude and almighty than he was before.I called when the softener first went down this time

  

  Business response

  08/03/2022

  The Customer has so many things that are not correct she didnt pay even close to 10,000.00,she bought a water conditioner not a water softener and all our Techs have experience.She was extremely rude, screaming and cussing at **** on the phone constantly telling him he thinks he is God because he was trying to explain to her if she has an air hammer under her sink it would not be the water system and that she should call a plumber because if we come out it will be a $145.00 trip fee. We ended up coming out. Customer told our Tech that she didnt have an air hammer problem,her system was down. Our Tec that went there said she most likely had a power outage and reset her system. We will not reimburse her $125.00 because our Tech that went there was nice enough to not charge her the $145.00 that **** explained to her, we would charge if we came out. This customer complained in January 2018 to The BBB which will help you understand why this complaint is inaccurate and I feel it should not be posted with all the misleading information she has given.

  Thank You 

  H2o Concepts Management 

   

• Initial Complaint

  08/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my firsr system from h2o concepts 5.18.2010. The system was installed with the systems recycle output connected to a copper pipe in my garage. I bought a new system from them which was innstalled on 6.18.2021. The original system was discharging sludge into the copper pipe in my garage during it's recycle. This rendered the copper pipe unusable without the sludge being removed. The sludge from their system caused a leak at the connection to my copper line which was installed in my home in **** when the home was built new. The leak damaged the wall in my garage (see photo). H2O concepts paid a technician to repair the wall. The owner refused to have a plumber purge the sludge from my copper line and told me that I should check the plumbers code and insisted that the life of plumbing is 10 yrs. The life of copper plumbing is at least 75 yrs. Their system that the new one replaced clogged my copper line. That system was the only thing connected to that line during the 11 yrs.

  

  Business response

  08/24/2021

  We added a new drain area at no additional cost to the customer with his permission. The area of the garage that was damaged was also repaired by us at no charge, even thou the old system was out of warranty. We have explained to the customer why we ran the new drain line multiple times, also explained the benefits of not worrying about the old drain backing up again. He agreed, then called back and I spoke to him. I explained that you agreed to the new drain line area multiple times, but continue to call about it. I offered to send a plumber out there, if they confirm it is not our fault then you will be responsible for the cost, if it is our fault then we will pay for them to clean out old drain. After I offered that he said never mind. I'm still willing to do that if he would like. 

  Thanks,

  H2o Concepts Manager 

  Customer response

  08/30/2021

  Business did not offer to send out a plumber. The stated that plumbing lasts for 10 years and refused to send out a plumber to unclog the line. The only thing connectedvto lhe line for the last 12 years was h20 concepts old system. Their system clogged the line . This was verified by their tech that disconnected the old h2O concepts from the line.

  

  Business response

  09/14/2021

  I had 2 techs. in my office when I offered to have a plumber come out. I will still have a plumber go there. I want to make sure we have an understanding that when the plumber goes to the customer's house if we are at fault we will pay the plumber to unclog the drain if it can be done. If we are not at fault the customer will be responsible for all charges from the plumber. Please have customer contact us with his decision.

  Thank You,

  H2o Concepts Manager. 

*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. ↩