ComplaintsforFidelis Elite Systems

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I own the Hyperion Elite Five water treatment system, which is supposed to come with a lifetime warranty. Recently, my system required maintenance, so I contacted the company to arrange for a technician to service it. During the call, I explicitly confirmed multiple times with the representative that the approximately $400 charge would include all necessary maintenance on the system. I specifically asked whether this fee would "cover everything," and each time, I was assured that it would. The representative stated that if anything was wrong with the system, it would be fixed under this charge without any additional costs.When the technician arrived, he identified that the system required new minerals. However, he did not have the necessary minerals with him. When I later spoke with the companys representative for payment, I was informed that it would cost an additional $400 for the technician to return and replace the minerals. I refused to pay this additional fee, as well as the initial fee, given that no maintenance had actually been performed. In response, the company stated that they would no longer provide service on my system.The company's actions clearly violate the lifetime warranty promised with the Hyperion Elite Five water treatment system. A lifetime warranty should ensure that the system remains fully functional without additional charges beyond the agreed service fee. Despite repeated assurances that the ~$400 fee would cover everything, the company attempted to charge an additional ~$400 for replacing the minerals. This is a violation because the system is no longer functioning, and the company is now refusing to provide the necessary service to restore it. Additionally, this constitutes fraud, as the company intentionally misrepresented the scope of the service to extract more money, knowing I believed the initial fee would cover all necessary work.

  

  Business response

  08/31/2024

  Our manager spoke to ****** yesterday.  I understand why he was upset he said he was told that he would have to pay 450 for trip charge because the service tech did not have the rebed with him I explained to ****** that its a misunderstanding and explained that he doesnt have warranty because he is not the original purchaser of the system but we are still giving him warranty the 389 was for filters with alkaline and the 450 was for a new refiner and explained to him that a new one would be over 5k a He is getting a new refiner for the 450 which is only for the labor portion of exchanging with the new unit.  He understood and would like a call back to collect payment charge 389 for service already performed and 350 for rebed and schedule rebed service.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We were contacted via email about a parcel. The guy came and done a 3 hour test. I finally got him to leave at 10:30 at night. The only way to get him to leave was to agree to have the system installed. This was 3 days ago and I have been trying to contact someone ever since to cancel and they came and installed the product. The card I was given was for a complete different person and company. Nobody will answer we never received anything we just want to Cancel the product

  

  Business response

  08/29/2024

  The other *** turned out to be a person from a different company that we don't know, therefore he left a card from the other company.  Our manager and *** spoke and visited the customer and the agreement was modified to the customers satisfaction.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The water softener machine is not working. The power is out completely on it. I called the company, because when we signed up they said lifetime warranty for the system. Now they are saying that we have to pay $170 or something around that price. But for what when they told us a life time warranty. That was on of the things that sold me on the system. I even referred others to them. Now we are unsure how many days the unit hasn't worked and we can't get any help. When they wanted us to purchase., they would rush to contact us back. Now that there's a problem they got us waiting. We need help.

  

  Business response

  08/14/2024

  This is correct.  The system is under warranty.  We will replace the head, electronics, even the whole system under the warranty.  The $175 labor cost is only covered the first year.  Equipment is under warranty.  

   

  Customer had a maintenance filter change appointment on May 28th, 2024.  We were supposed to change filters and do a 20 pt inspection on both refiner and reverse osmosis.  the issue would've been taken care of at that point but the customer cancelled the service.  Please give us a call and set up an appointment at your convenience and we will be happy to repair any issue and keep the system maintained. 

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a property in July, and I got a lot of mails, one of the mails seemed urgent because there were 3 or 4 of them that said I had a parcel. I called the number as directed and a lady at the other end said they needed to test my water. Initially I thought it was the city of ***************. So, we set up an appointment and they came to test my water, and they said it had issues. ******* was the guy who came he filled all the paperwork. Without explaining anything while i thought i was dealing with a utility company. I gave him my information and signed documents that I did not receive copies, he filled all the paperwork except for one where he said I would be getting free soap. Then he said he needed to come back and retest the water we agreed on the date. He called a day earlier but I told him the correct date we had agreed on. When he came back he did not come to retest the water as he had told me, but he came with loan documents. He also called his office and requested for someone to send me a DocuSign document to sign. I told him that I was not ready to sign the document and would have appreciated if he had been honest with everything. The documents I had signed were not completely filled, but he had them filled the 2nd time he came to me, with a loan agreement which I knew nothing about. I told him I was not ready to take any loan at the time. I am a single mom, I am careful how I do things. Now they are threatening to put a lien on my house. I had a call from someone who said he was from the company's police system. He said I have to pay 2500.

  

  Business response

  08/14/2024

  We are not sure exactly what happened later and how customer did not understand.  Communication was great for quite a few days until customer changed mind.  

  We made an appointment for Thu. the 15th to remove the equipment.

  Customer response

  08/16/2024

   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. Everything was okay until I realized that they were trying to get me a loan without letting me know first. 

• 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.

*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. ↩