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:11/04/2024

  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 was informed that the system would only affect the water supply inside my house and not the outside faucets. This turned out to be a lie. the white powdery substance caused by the H2O Concept has made my outside faucets constantly drip. The inside water lines continually clog up with this white powdery substance. I have had to get maintenance on my dishwasher to and now it is clogged again, my showerhead and faucets ******************** lines are so clogged that the water barely trickles out. Again my dishwasher is not serviceable due to the line contamination of this powdery substance. I make an effort to reach out to the manager but she is rarely available on the few occasions she is, her demeanor and attitude show that she is not interested in helping or resolving the issue, It is as though she has got her money from the deal and that is finality for her. I am a 100% disabled veteran. I do not drive and therefore am homebound. Due to the actions or inactions of the H2O Concept, I do not have the joy and happiness of my home

  

  Business Response

  Date: 11/14/2024

  We make everyone aware that calcium will be left in your water but broken down so you will see spotting. Even our agreement states that you should see calcium left behind and that it needs to be wiped before multiple layers accumulate. We do break it down, but we do not take it out. Customer spoke to a manager the first time he called in. The second time he did not ask to speak to the manager. We sent a Tec. to take care of the low-pressure problem.  We went to his house twice to clean out the aerators because our system cleans out existing buildup out of your plumbing. Sometimes larger pieces of calcium can get stuck in your aerators. We have explained that to him and as a good Will gesture we cleaned out his aerators. He claimed that when we cleaned out his kitchen faucet it caused it to leak so we fixed it. However,he was not happy with that, so he asked to speak to the manager and the next day the manager spoke to him. The manager said we would give him up to $100.00 towards a new faucet. All he needed to do is turn in the receipt and we would pay him back up to $100.00. He is not taken advantage of that at this point. The system is working perfect. I believe the customer just thought he was getting a water softener that takes out good minerals and puts in salt instead. We feel leaving in good minerals and breaking them up and taking out contaminants instead is a much better system and thats exactly what we sold to him. 

  Thank You,

  H2o Concepts Management

  Customer Answer

  Date: 11/14/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********* **********
  
   
  

• Initial Complaint

  Date:06/12/2024

  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 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

  Date: 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

  Date:02/14/2024

  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 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

  Date: 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

  Date:07/26/2022

  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.

  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

  Date: 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