ComplaintsforFidelis Elite Systems

• 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.  

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have a filtration system which was uninstalled from an old house and reinstalled in our new one, however the tech who did the work took a number of shortcuts thats going to impact other pipe work were looking to have done including:- drilling through a wall without filling it back in with caulk to prevent bugs from entering - using the wrong type of tubing for the placement of the system outside - placing the ptrap above ground instead of connecting it to the main line

  

  Business response

  09/20/2023

  We have contacted the customer and made an appointment to follow up and fix installation.  It is scheduled for Sept. 25th.  Customer spoke with our manager ****** today.

• Initial Complaint

  09/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They are lying about who they are and promising fake goods. They are spamming me with flyers and also trying to get private info from me. Please look at the Yelp reviews and get them to stop lying to everyone

  

  Business response

  09/14/2023

  Hello ************,

  We are not promising any fake goods, we are a water treatment company.  Your information is public information for purchasing your home, we are not trying to get any more information.  Anytime someone buys a home that information is public, so we already have it from your county, every company has  access to it.  We send a postcard to new home owners in the area offering a free service to test your water and give you a gift card for your time, hoping to interest you in the future should you consider water filtration.  It's as simple as that.  Sorry to have bothered you.

  Customer response

  09/15/2023

   I am rejecting this response because: I don't think this is an honest way of getting customers since you LIE about saying "this is the FINAL notice for your parcel". NO ONE came to my house and there were no other first or second notices. Look on yelp and you will see people don't approve of this.
  
  
  

  

  Business response

  09/18/2023

  I am sorry our answer was not satisfactory to you.  We will cease mailing these to you.  Sorry about the inconvenience.

• Initial Complaint

  09/07/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We were sold a Fidelis water system in Feb under the pretense the filter would ' save" our pipes from hard water build up and filter the entire household. 1) The Chameleon product DOES not filter the whole house or remove HARD water build up as described in the presentation nor does not ' save" pipes. 2) There own tech who came out to change the frequency of our filter even told us the product was NOT going to remove hard water. We want the product removed but after 3 months of calls with their dispatch administrative folks telling us ' we signed a contract' and we needed to go through the finance company ( Aqua Finance), to handle our issue, we are still waiting for the removal of this useless system. I have read plenty of other reviews by other customers in similar circumstances with this company and it appears they pursue unsuspecting consumers with solicitations for ' better' water. The worse part is the rep who sold us the goods no longer works for the company. And Fidelis continues to give us the wrong area rep name every time we have called to discuss our options. And repeatedly stating that due to county regulations they cant sell us a salt filter is not license to sell anyone goods that don't actually do what they claim. There are salt alternative filters that can be installed but since the company attached a massive tank to our main line,it will have to be removed before we can add a different filter.

  

  Business response

  09/12/2023

  I spoke with *********************** today, the customer's spouse in great detail about what's happened since they've purchased the system.  I did explain that because of local mandated law in the city of Discovery Bay, no company is allow to sell salt based water systems since 2014.  Many companies like ours sell magnetic based water treatment systems that change the molecular structure of the hardness in the water and makes pass thru without damaging pipes.  The customer also has a reverse osmosis system that is currently working great and customer said the ********************** tasted great from faucet and fridge.  In order to bring a resolution to this matter, we offered to take out the salt free system and refund that portion of the purchase back to the customer in the amount of $6500.  Customer requested we send this in writing so we did do that.

• Initial Complaint

  08/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This past week I received a postcard stating I am to receive a $25 dollar Amazon giftcard. Upon calling the phone number to receive my gift, the woman on the phone gave me several options for which particular gift card I would like to receive. I chose a $25 ********* gift card. The representative setup an appointment for someone to come test my water and deliver the gift card. On Friday, August 18th, ***** showed up to test my water and bring my gift card. Upon conclusion of his visit, he did NOT have my ********* gift card, but instead handed me a *********** gift card. When I asked what happend to my ********* gift card, ***** sinply said, "I ran out." What's the point of even asking what kind of gift card I'd like if you're not going to deliver it? I'd like my ********* gift card please.

  

  Business response

  08/23/2023

  I am sorry **************, the various cards we have to offer are while supplies last.  Instead we gave you a different card with the same value at the time.  If you would like to mail the *********** card card to our office, we will send you an Amazon card in its place.  We apologize for the inconvenience. Our address is
  Fidelis Elite Systems

  *****************************;

  *************, ** 92530

• Initial Complaint

  08/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/25/22 I bouth a a reverse osmosis system, they told me that I need to change de filters ***** an an average cost will be 150 to 200 for the filters.When I try to buy from fidelis they told me the cost for the filters will be 400 plus 80 for instalation, even when the price is the doble of the initial quote, I accepted because I need, in that point my fillings is Fidelis are abusing.Since last month I shudale the service twice in both appoiments they didint show up.After I involded the finacial company, Fidelis acept ther mistetake with them, not with me.The solution was send the filters and they will help me whit the isntalation.When I call fidelis they want to charge me 280 just for the instaltion, The manager *********************** is a rude person who does not respect me as a person and as a client, an abuser with whom you cannot have a conversation.I want to return the system because is imposible to do bussines with this typy of companies.

  

  Business response

  08/23/2023

  I spoke with ****************** today.  I am not sure why he was quoted those prices, they are not correct.  We've never charged $400 but we have sent ****************** a set of free filters for the inconvenience and we will be there next week on Tueday August 29th to install them for him for just $100.  Customer was happy with that.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a water filtration system that has never worked correctly. I was continually lied to & my health has been compromised due to having to buy large gallons on bottled water on a regular basis. My home was damaged due to the company putting in new pipes

  

  Business response

  08/17/2023

  The customer has had the system for almost 6 years since 2017.  All the plumbing we connected to is standard. We've changed the RO filters in 2018 at no cost.  No other maintenance service were done until this year Feb 15th, when we changed filters, adjusted tank pressure, advised to flush tank again, adjusted time and hardness on softener, hardness to 12 grains , psi70, ran cycles thru and are ok, set to regenerate that night. On 4/28/23 ***** ****** spoke to customer, He was upset for a variety of things ranging from cloudy water, not ever receiving his soaps, his RO not working. I offered to help and send a tech and he declined and said he was going to get a lawyer because he did not want the system anymore. I told him I want to help and offered to send a tech to look at the system, he said no. He cursed at one point during the call in which he explained that's not tolerated. He is not wanting help or resolution, he wants the system returned which is not an option.

  On 6/13/23 ***** our manager spoke with customer again. Customer mailed in a letter on 06/05/2023 explaining how much he hates our system and how much it cost him. He was not happy about the rebed and he has been due for a few years now. He said he would pursue legal action.  He tried talking with the customer and he wants us to pull the system out which is not an option. He also does not want to pay for the labor of the rebed. In the letter he says he's going to pull out the system and use it as target practice. 

  A rebed is necessary sometimes when the chlorine in the water that's added by the city for disinfection of the water damages the mineral beds inside the system.  This is covered under warranty for every customer, but the labor is not after the first year.  It is very common with every warranty of every company out there.  The tank goes back to manufacturer, gets cleaned and sanitized, and then we put all new minerals in tank so in essence he gets a brand new system for free under warranty.  All parts and minerals are covered under the warranty.  He was offered a discount on the labor and transportation for the tank for only $250 which he refused.  We are here to fix any issue with the system if they customer will only allow us to do it.

  Customer response

  08/18/2023

   I am rejecting this response because:
  
  System has not worked correctly since i bought it. I was continually told to “milk” the system and the cloudy water would subside.  It has not.  I have had to buy bottled water on a constant basis.  The system doesnt not work.  One of the worst products ive ever bought 

   

  

  Business response

  08/19/2023

  The "milky" water was just air pressure.  We have tested the system and the results have been outstanding as far as TDS (total dissolved solids).  It has tested way under 50 parts per million which is better than most bottles waters you can buy at any stores.  Also the drinking system is a small part of your whole system, the refiner covers your whole house giving you soft, filtered water throughout the home.  That has always worked and we've just serviced it this year.  The sale was financed by a bank, a financed company and whether the system is paid off or not, the finance company will not give you a refund after 6 years.  But your system is still under warranty and we will fix any real problem anytime.  Just please give us the opportunity.

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