ComplaintsforAquaKleen

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  E-mail sent to AquaKleen: On Sunday, March 24, 2024 at 01:36:33 PM PDT,"To whom it may concern,We bought a water filtration system from your company. As per the sales person, he said we would have "ALKALINE WATER," coming out of our drinking faucet. We purchased the Aqua Pro: Model 5000 and the reverse Osmosis Aqua Tap: Model SQC 5000. When our sales person came for a final test of the water. He tested the reverse osmosis water from the installed drinking water system under the sink and the water was NOT alkaline water. He assured us that he would report the issue and as of now there has been no contact from anyone in Aquakleen to resolve the issue.AquaPro5000 Digital Ser # **** Reverse Osmosis Ser. # ***** Alkaline Filter # ******* We purchased a quality drinking system from Aquakleen and expect a quality drinking system to be provided and to resolve any issues and/or replace the products until all requirements are met.Please let our family know how we can resolve this issue in a speedy manner.Respectfully,*****************************

  

  Business response

  08/21/2024

  This matter was resolved on a visit from one of our technicians to the customer home on April 9, 2024. He tested the water coming out from the faucet and it was indeed alkaline.
  

  
  

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/16/24 a pipe in my garage burst. it came from my Aqua Kleen connection so I called Aqua Kleen customer **********************. They did not answer and I left a voice mail. They never called me back that day. There is a 3 hour difference between California and ******* so I had to call a plumber who came emergency and put in a top pipe and charged me $400.00. He said it could be how the Aqua Kleen pipe was installed. Should have been stronger. That the bottom one needed to be fixed also because it would burst eventually. I did not have more money at the time, so when I did I hired another plumber to come by and look it. He reviewed and said he would check with other plumbers.He finally got back to me. During this time Aqua Kleen called for filter service, no mention of my customer ********************** call and since I did not have all the evidence it was how they installed system I did not mention it. When i had the evidence I contacted them on Feb 12 and spoke to customer **********************. I believe her name was ****** #FL2934 I believe. She was very rude to me. Said since I did the repairs on my own they were not responsible. I told her I called them and they did not answer nor call back and even a previous Aqua Kleen employee who had come before who informed me he no longer worked with Aqua Kleen. She confirmed they did not have an emergency contact number. I told her they give pressure to sell the product but horrible on customer **********************, how can she speak to me like that when I was a customer and my garage flooded. She then asked for a copy of the $400 receipt, and that they would fix the bottom pipe but were not responsible for top pipe. I sent her a copy of the $400 receipt, screen shot of my calls to them and previous Aqua Kleen employee I had, the business card of the second plumber that came, and pictures of the pipe before and after. Also of my walls and shelves. My garage has humidity. The walls now have milder and new shelves bought at ********** and installed ruined. I had to buy a de-humudifier unit at ********** and mold and mildew eliminator that cost $351.00. That same day she never called me back but an Aqua Kleen plumber showed up and put in a new bottom pipe. While here the supervisor called me back *************************** and said they would send me a check for $400.00 that I have not received yet, but not a claim. At this point I want not only my $400 and $351 reimbursed but to have a claim filed because my home owners insurance has a deductible of $2500 while i tried filing a claim, and since it is not my fault I should not be held responsible nor file a homeowners claim. My walls need to be painted now, and the rest of mildew removed. I have to throw out more things from the garage and already threw out things. The garage smells like humidity and the smell is coming in to the rest of the house. I really want resolution regarding this.

  

  Business response

  03/19/2024

  We got in touch with our customer after receiving the complaint and got the details on the problems they had not informed us about.After reviewing the terms of the warranty, we determined that the warranty had already expired on the items that failed, and we informed the customer about it.
  Regardless of the expired warranty, we wanted to help the customer and ensure that they were able to repair and replace what they had damaged and offered to cover some of those expenses. The customer agreed on the terms of the offer we made and we had a representative deliver by hand the payment offered.
  We consider that we have now responded and resolved this issue satisfactorily.

  Customer response

  03/19/2024

  The business did contact me an issued a check for $1200. $400 of it was for the plumber I paid. I selected the option of "not satisfied" because even though they reimbursed me it was not enough for the damages in the garage. They claim I did not contact them, but I did. I called customer ********************** several times that morning and left messages. It is a 3 hour difference from ******* to **********, so I had no decision but to hire a plumber. I later found out in further investigation that this happened to several other clients of Aqua Kleen, and they fired the installer for so many complaints and shoddy work. It is true it was past 1 year on pipe installation, but it was installed by them on their unit with lifetime warranty. I also found out they reimbursed someone else in the unit all their costs for loss, but I guess because he is a police officer, and they were intimidated. The supervisor was nice when speaking to me, and not sure if he has final decision because he told me if I did not agree, I could work with their legal ***** Even though I received some money back, a lot of contents in my garage I lost. It still smells like mold and humidity there. 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I initiated financing for an $8000 water system from Aquakleen in October 2022. Over 11 months, persistent issues marred my experience, compounded by inadequate service and delayed resolutions. The reverse osmosis system, a key component, developed a rotten smell in January 2023, altering the water's taste and odor. Despite numerous calls and complaints, the problem persisted. After some time, a technician replaced filters, briefly alleviating the issue, only for it to resurface. Months of failed attempts and multiple technicians later, the smell issue was addressed, but the system still failed to produce alkaline water.Repeated calls and technician visits yielded no solution, with the last technician attributing the problem to manufacturing issues with filter #5, suggesting its removal. While this temporarily resolved the issue, it's unsatisfactory to pay for an incomplete system. Requests for reimbursement due to months of dysfunction or removal of the system for a refund were met with silence from the company. Complicating matters is the financing arrangement, preventing me from stopping payments without detrimental effects on my credit.As of November, the foul smell has returned, and water tests confirm the system still fails to produce alkaline water. Additionally, the main system's clock malfunctions, leading to regeneration cycles at inconvenient times, during peak hours while using water. Despite reporting these issues weekly for the past four weeks, promises of coordination with service technicians have gone unfulfilled.My primary objective is a definitive resolution to these persistent issues. I seek both the repair of the system and reimbursement for the past year of monthly payments during which the system failed to function properly. Alternatively, I request the removal of the system and a complete refund. These ongoing challenges demand urgent attention and resolution from Aquakleen.

  

  Business response

  01/18/2024

  Aquakleen reached out to customer, gathered new information about the current issues with units and on January 10, **** we dispatched a technician to replace, the circuit board on the powerhead, check and correct programming of the unit, as well as installing a new Alkaline filter on his drinking water unit under the sink. All of these actions performed under warranty and to customer's satisfaction. ********************** order Completed. 

  Customer response

  01/18/2024

  
  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.  The business has resolved the repair issues and has offered compensation for the year the system was not functioning properly. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been paying for this water filter system for almost a year. The filter that holds the water under the sink is not filling properly and not supplying filtered water. I called the customer ********************** line to have someone come and check the system out. I have made 5 calls and every time I'm told a technician will be notified and he would give me a call and let me know when he would be available to come and check the issue out. After waiting yet another week I get a call from the technician that he is outside my house. No one was home. Finally I had my son go to the house as soon as he could so the technician can come in and check. The technician literally spent 5 minutes in my house. He called me back and said my filter was fine. I told him that it was not providing the 5 gallons of water that it should. He said he would check again and let me know what he finds. The customer ********************** rep ************************* who was the same rep I always spoke too told me the technician called her and told her nothing was wrong and that I had to pay $100 just for coming to check. NOTHING was fixed. The technician never called me back. I still don't have water in the filter. Rep ************************* states the filter should hold 2 gallons but the technician said it should hold 5 gallons. They dont even know what they are selling. No one is helping me. This company is a joke. They infacized that their company was great and that the customer ********************** was fantastic. I'm paying for a service that does not work.

  

  Business response

  11/09/2023

  After reviewing the information you provided about the complaint from our customer, we found that was some misinformation provided by **************, who has now gone through a training refreshment process. The capacity of the storage tank has been cleared up with our customer, and we have also scheduled an additional inspection to his systems. There is an appointment to service the customer for 11/9/23, and we will do whatever is necessary to ensure that his system is working properly.

  Customer response

  11/09/2023

  
  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

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up with them 24th of jun 2023. When i first tasted the water first day i taste salt In it and i have high blood pressure. I told the representative ******************************* upon signing up that I had high blood pressure and he said that I would not taste salt in the water so Ive been sick. My blood pressure is high. Ive been having migraines because of the salt in the water today June 29, the representative,( *******************************) who signed me up came out and tasted the water and told me he taste salt as well and that this should not be happening so I called them to let them know that we would like the system removed because its messing with my health and I was told that we might still have to pay something we only had it less than a week and I feel like this is not my fault that I should have to pay nothing and that they need to come just remove. It was at no cost to me. Please help with this matter

  

  Business response

  11/22/2023

  It seems like we failed to reply to this complaint after we satisfactorily resolved it with our customer. As per customer's request, we replaced the unit with a non-salt system.

  
  

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called less then two years ago because I continue to get water spots and my water is not soft I'm not sure if I even have clean water. I remember when I first got the system they installed it incorrectly and months later the supposedly fixed it. My water is not soft and I'm constantly getting water spots they came out less then two years ago I got almost everything replaced because that's what they said to do I paid for it, but still getting water spots not soft water I have called many times since then no help. I have a new shower glass door in my guest bathroom it's ruined due to water spots this should not occur not right and they won't help me get it looked at if unless I pay 99 dollars and I should not pay a dime for what I already paid for less then two years ago. They should come look at it out of respect and care for the customer who has always paid everything in full. Enough is enough my shower is ruined I just want them to see why I'm still getting water spots even after I got everything supposedly fixed and still under warranty

  

  Business response

  04/21/2023

  We talked with our customer and set an appointment to have a technician go to check how her system is working. The technician went out on 4/13/23 and verified that the system is working properly and the water throughout the house is soft as intended.
  The technician reviewed all the programing and made some adjustments to ensure that the system keeps working and maintaining soft water in the house.

*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. ↩