ComplaintsforFidelis Elite Systems

• Initial Complaint

  05/02/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 04/17/2024 A sales man from Fidelis Elite Systems came to do a water test at the home We purchased last year in August, he gave us 2 ********* cards that did not have funds on them, told us we did not have to make a payment until August of 2024 to the finance company that would pay for the system, had us sign some papers without the date, cause it had to be done by the office, the installer came on 04/19/2024 and said we can call them and they would install the filters even if we bought them elsewhere, and only pay for their tech time, on May 2nd 2024 we received a letter demanding a payment by the 20th, that prompted me to look at the paperwork I received from the 2nd person who tested the water again and gave us the copy I was told I would get e-mailed but did not, it says "copy" and has a date of 04/20/2024 imprinted but no signature, where it says that the 1st payment is expected 30 days after installation, the finance company asking for the payment is due in May also sent a letter telling us they bought my account from the prior finance company and names Fidelis, so they lied about looking for a company to finance the equipment, I was promised gift cards for restaurants and lifetime supplies of shampoos, body washes, laundry detergent, dishwasher supplies and handsoaps for life, including free shipping for 10 years thru ***'s Club, the salesman told us it would be around $108.00 for about 8 years, not it says is for 12 years, I called the company office today, May 2nd to ask about the entire paperwork and they did not give me a satisfactory answer, which prompted me to check the BBB complaint and reviews and I saw all the complaints exactly like the one I have, please help me get out of the contract if they refuse to do it, and again I saw in your website the don't like to do, I am still gonna try to resolve the matter on my own.Thank You in advance.

  

  Business response

  05/06/2024

  We had the rep follow up with customer. As of yesterday the customer received the the initial soap order. Customer was given gift/rebate to cover first 3 months payment, Customer received all copies of agreement, their copies are not signed because its not required its just copies of what customer signed pretty standard.

  We apologize the soap order took longer than customer expected. Once paperwork is signed we send customers soap order to soap company in *****. Every customer is unique and theyre custom made for each person. It takes a couple weeks to receive depending on what state you live in. Customer can reorder same or different products next time as they have 5 other vouchers. They can reach out directly to soap company or call our corporate office at ************ and well be happy to assist anytime.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  So I have been in contact with aqua finance who is the finance portion for the water softener I purchased in 2017. Apparently they work with Fidelis Elite as far as service and contracts go. Back in January I contacted them because my water softener stopped working. They wanted to charge me 170 dollars to come out to look at it which is absurd. I spoke with the manager from the Stockton branch named ******* who I asked to produced the service contract I signed agreeing to these fees. Since then my softener is not working and Fidelis has not responded to me or Aqua Finance about producing the contract. They are taking peoples money and not living up to there end of the contract. I would like my money refunded for the system because they are not producing anything or fixing my service.

  

  Business response

  04/28/2024

  I spoke with ****************** and we set up a service call on Friday the 26th to take a look at the system and fix it. On our last visit, we replaced ** filters and replaced mother board on the refiner under warranty.  I explained to the  customer that under warranty if we cant fix an issue, she can get a new system free of charge under warranty but the labor is not included after 7 years.  I gave her a discount for the service call, but advised if its the same issue, there would not be any service call charge.  The technician could not fix the electronic error problem, so we replaced the whole valve head at no charge under warranty.  ********** call charge was charged.  System is functional and working great.

  Customer response

  04/29/2024

   Better Business Bureau:
  We were able to resolve the issue. 
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was supposed to have my water filtration system serviced I paid 180 dollars for new filters and to have them installed while the technician was here he ran a check on my water and said they are still good and do not need to be changed I would be able to contact them the next Year to install them since I have paid for the parts and service while he was here I had him check on how they ran my electric plug through the wall and into a plug in the bedroom he said that was common so I left it at that since no service was done he told me to contact the company in a year for service now I'm contacting the company and they are saying the technician did change my filters and I need to pay another service fee I have the new filters still sitting in my home please help me resolve this issue ever since I paid for my system in full I have been getting the run around I need help resolving this issue please.

  

  Business response

  04/03/2024

  Spoke with customer responding to a ******************** complaint and explained the filters have to be changed every year. The customer said he has a set of brand few filters in the box. We have no record of that but I said if he has them, we would put them in for him this year at no charge. Our service **** reached out and scheduled the service for April 17th between 2-6pm.

  Customer response

  04/04/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thankyou so much for your help.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company has been calling me non stop for the past three years. Mid 2023 I asked for them to remove me from their call list. Ive received three call since that request with the most recent call happing 10 minutes ago. I asked to be removed from the list again today.

  

  Business response

  02/15/2024

  We apologize for the inconvenience. I checked our system and ******* removed your number yesterday when you asked not to be called.  

• Initial Complaint

  12/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Repeated harassing calls from the company even though they were requested never to call back.

  

  Business response

  12/23/2023

  In our database notes says customer requested a call back in February but the system called him too early in December and said our tests are bogus.  We were simply trying to deliver a gift card for his time and test for simple hardness and chlorine the basic tests of all water treatment companies for improvement in the future if customer would like to do so.  We made the notes in our system and will not bother **** again. Sorry for the inconvenience and Happy Holidays!

  Customer response

  12/26/2023

   I am rejecting this response because:  I told them to call back on February 30th, which any reasonable person would take that as a DO NOT CALL BACK message.  But the lady was forceful and indignant at that point, in essence "Oh, what date shall I put down for a follow-up call?" and I replied sarcastically, "How about February 30th?"  Then they called the very next day.  I do not want a gift card from these persons.  I know how they operate.  They have a bogus test which makes it appear that your house water is unhealthy and theirs is perfectly pure.  They use a tool which puts particles in the water which were not there before.  

   

  DO NOT SEND GIFT CARD.  DO NOT CALL.  Just leave me alone.
  

  
  

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a notice in the mail that said i have a "parcel on hold" and that i had 3 business days to reply. There was number to call *************) to receive the package. I called the number and was told that it was a gift card to welcome us to the neighborhood. The lady said that we would receive it during a in-person free water test. We scheduled the test for next week. It was not until after I hung up that I realized it was a scam. So I called back and asked them to cancel the appointment. I was rudely told it was cancelled. They then tried to get me to reschedule it, but i refused. I called back again to make sure it was cancelled, and ***** told me "if its cancelled that means it is cancelled". I asked her to remove me from ALL calling and mailing lists. She hung up on me. I need 100% certainty that i will NOT have ANYONE show up to my house, have ANY mail sent to me, or have ANY calls. But of course, i was hung up on before I could confirm with "*****".

  

  Business response

  12/15/2023

  We do see that appointment was declined and we made notes that nobody from our company will call.  There are other companies that mail similar cards but we will no longer so per home owner's request.  It is not a scam.  We test people's  water for hardness and chlorine in hopes that if they want better water we can provide solutions later.  *********** is free as well as the gift card for the homeowner's time.

• Initial Complaint

  12/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received two postcards scaring me to believe I was in danger of not receiving a package unless I called the phone number on the postcard. I just moved and was expecting many packages. I called the number on the postcard and asked why they were holding my package. Come to find out, its a scam like Ive seen on ******** (She) said the package was actually a gift card I could receive if I allowed ****** filtration salesman to come test the water in my home. This is deceptive business practices. It is a big red flag if you have to bribe someone with a giftcard.

  

  Business response

  12/02/2023

  The gift card is not a bribe but a thank you for any homeowner's time.  When people buy a home we offer to test the water for free to show consumers better options of preserving their plumbing and appliances from hard water damage and chlorine.  The test takes about 20 minutes and there is no obligation at all.  We give everyone a gift card to thank them for their time.  We have stopped any future communications with the home owner.

  Customer response

  12/17/2023

   I am rejecting this response because:  the business does not address the fraudulent claim "Parcel on Hold".  It insinuates I have a package out there somewhere.  
  
  
  

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Since I have moved into my new home, I have started to get these urgent looking **************, 1st, 2nd and FINAL notice cards left in my mail. I have neither requested to be contacted by this business and I am registered on the do not call registry yet I continue to receive these infuriating targeted marketing that is designed to imitate a **** or other 'missed package' notice.In fact, this is a marketing ploy as there is no authorized postal or package carrier which is holding any parcel for me, but this company Fidelis Elite trying to get me to get their package which has discounts and water test kits.

  

  Business response

  10/03/2023

  We have removed **** from any future mailers.  We have never contacted her by phone, we do not have that information, only the name and address that's public information when someone purchases a home.  There are other companies that mail similar notices, but we have ceased any future correspondence.  We apologize for the inconvenience.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 9/9/2023 I had a representative( **********************) stop by my home to demonstrate a water testing. After the demonstration, ********************** proceeded to sell a water softener unit. I explained to ********************* that I had just purchased my home less than 30 days ago and a water softener was not a priority at this time. However, I would gladly consider the option next year once I reorganize.********************* stated that I did not have to wait. Working with him, I would be able to have a water softener installed with deferred payments for 3 months and he would even "throw in" a gift card for the installation. So I proceeded and signed the contract which I have attached. ********************* explained that I would not receive any of the household cleaning products with my contract because I had a contract deferral. Which I had agreed to. My unit was conveniently installed the same day 9/9/23 no problems. On 9/20/23 I received a call from Aqua Finance ************. She was calling to set up my account and wanted to verify my information. As I answered her questions she stated that I was not under any deferral payment plan and there were no notes stating such an agreement. I explained that the contract I signed states clear as day in the top paragraph 3 months deferred 3 months credit. Apparently, her paperwork did not reflect and that they are only the finance company. So I stated how they conveniently called after my 3 day grace ****** so now I am actually obligated and binded by contract. And there is nothing I can do as she demanded payment by 10/15/23. When I finally spoke with ********************* on 9/23/23, He stated I did not qualify for ***********. Once again, conveniently after my 3 day grace ******. So stated that since I am binded by a regular contract, which begins next month, I should receive the household cleaning products as advertised. Once again he stated no.I feel swindled by ********************* ************ and the companies affiliated.

  

  Business response

  10/01/2023

  The finance company did not qualify the customer for the 3 months deferred payment.  Instead, we have the customer a **** gift card to cover the payments.  Our office made a mistake and actually sent that amount twice.  We notified the customer, she said she had already claimed the funds.  Please see attached deliver form here. We also spoke with the customer and ordered the soap products a few days ago.  She should receive them in a week to 10 days.

  Customer response

  10/05/2023

   I am rejecting this response because:
  
  I have a rebuttal to the above statements. When I signed my contract on September 9, 2023. I was informed by ********************* that I was already approved

  by the finance company.  My 3 months deferral and credit had been noted on my contract which I had attached prior. I did receive a complementary gift 

  card for signing and installation. 

  When I was contacted by Aqua Finance, they noted my account did not have a deferral or credit. In which I started my complaint. ********************* proceeded 

  to call me to apologize for his mistake and miscommunication. He then offered an additional gift card that I could use in lieu of payment. Which I agreed to.

  However, attached you will find my receipts for a gift card that could not be processed under a **** or MasterCard. So,once again. I did not get what I was

  promised. And as of today. I have not received any Soaps or detergents from the company.

  

  Business response

  10/16/2023

  The offer on the work order is something we have offered pending finance company approval.  The finance company did not approve the customer for the 3 months deferred, so we covered that with a gift card.  Additionally the company made a mistake and sent the customer much more than was promised, a total of $1194.  Please see attached form.  If customer would like to return some of that, we would be happy to exchange it with a check.

  Also the soap products are made to order and take ***** days to arrive after the soap company receives the order.  I've asked for a tracking of this order and it was delivered Friday, 3 days ago.  Please see proof here:

  *****************************************************************************************

• Initial Complaint

  09/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought my house in August of 2022. When I bought it, it already had a Pure Advantage Fidelis Elite System Water Softener. I did not purchase the system, the previous owners did. Fidelis Elite ************** started calling me about 6 months ago to schedule an appointment to replace the filters which cost $189.00 then another $100.00 to do a 24 point inspection of the whole unit for a total of $289.00. They advised it needs to be changed every **** months. Ive been asking them to come and Uninstall the System and take it with them. I can not afford it, its from the previous owners. I am the new owner of the property. Fidelis Elite System said it would cost me $295.00 to uninstall the whole system and they will not take it off the property. I want the company to come and uninstall the system. I should not have to pay anything for them to do it. I feel they are holding me hostage to this equipment. I can not find the filters anywhere else at a cheaper price. I can only purchase them through Fidelis Elite System. They wont come and take out the system without me paying $295.00. I just want the the system out. The company is ripping off people. I just want to get this resolved. Thank You so much for your consideration in resolving this matter.*********************

  

  Business response

  09/28/2023

  The system was purchased by the previous home owner and financed thru a bank.  ******** paid us for the system, so we do not own the system anymore, but we can maintain it.  We cannot take the system with us since we've already been paid for it.  The customer inherited it with purchasing the home.  We call and offer to maintain the system, which gives soft and purified water in the home. It's such a blessing she's inherited a free system with her home, which has so many benefits for her house, pipes and appliances.  

*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. ↩