ComplaintsforFidelis Elite Systems

• Initial Complaint

  08/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Attempted to contact business regarding purchasing replacement filters

  

  Business response

  08/17/2023

  We have contacted the customer for maintenance on 2/16/23 voicemail was full, then on 4/11/23, left a voicemail.  We contacted customer on 8/15  twice and texted him as well. Customer responded to text yesterday.  Below is the conversation by text with the service department: 

  "Received Text from Customer: " **********4:45 pm Only interested in ordering the under sink filters and replacing them myself vs an employee .quote ? <<< **** ***********5:04 pm Hello Good Afternoon, the price for the shipment is of $189.00 including taxes and shipping. <<< **********5:04 pm And how is payment accepted /made <<< **** ***********5:06 pm I can assist you with payment over the phone with a debit or credit card. Once payment goes through we send you a e-mail receipt and your filters arrive within 10-15 business days. Would you like me to give you a call to process transaction? <<<<< **********5:50 pm Not at this time .I will be in contact for the purchase next month <<<< **** ***********7:22 pm Sounds good we will follow up. Have a good night."

• Initial Complaint

  08/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They did not move my unit when they said it would be moved if I moved I had to pay 200.00 to move it and 200.00 to get it installed when I moved and they told me I had 24 hours to get it put in or warranty would not be covered I jumped through hoops to get it done. It was a very expensive system and I can’t even get someone in my area to come change filters because no one sells these filters and they want 250.00 for their people to do it REDICULOUS

  

  Business response

  08/06/2023

  On 11/03/2020, we called the customer for maintenance and she said she had to wait she just started working again, followed up in 30 days, said financially is not a good time, to be called after Xmas.  After a couple more conversations, customer stated she's moving to **, hundreds of miles from our offices.  Filters can be shipped with very simple instructions and can be installed by the customer.  We do not service every state so when customers move, we can still ship them the filters and can be easily installed by the customer or any local plumbing company. 

  Customer response

  08/08/2023

   I am rejecting this response because:
  
  When I bought the unit for 6500.00 they told me they would move it free of charge and never told me the maintenance every year was 250.00  and I can’t get filters any where else. I just feel I was really ripped off 

  

  Business response

  08/09/2023

  That part is correct.  During the 1st year, if the customer moved within the same market we would transfer the system for free.  But if customer moves out of state, especially where we are not in business we cannot.  Each state requires different licensing in order to perform installation as well.  Every system in the world has filters that need to be replaced periodically. The filters can be shipped to you directly to you for $189 along with simple directions to install them.

  Customer response

  08/10/2023

   I am rejecting this response because:
  
  I just want people to know that when selling something that expensive not to lie about it and when I moved I had to pay off my loan because they had a lien on my house also which I have never heard of I was still paying my debt so it was another nightmare . Just want people to know it is a terrible experience money money money ??????

• Initial Complaint

  06/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  These people are sending postcards that appear to come as notices from the post office about a parcel awaiting pickup. They are doing this to new homeowners to sell their products.

  

  Business response

  06/04/2023

  We have placed Lorna on the do not contact list.

• Initial Complaint

  05/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We purchased a water softener system from Fidelis Elite and we’re told if we planned on moving at at point in the future that they would help us remove and install at our new home. That was almost 4 years ago. We are now moving and in the process of closing in 2 weeks and we have not had any luck talking to ANYONE about getting our system moved. I lost the number of the guy who installed for us (I believe his name was ******) and the sales rep who sold it to us did not leave us any type of direct contact information. So we were through their customer service line and we haven’t been able to get a hold of anyone. We’re directed to leaving voicemails. We have left MANY. We never get a call back and we’re running out of time. I’m running out of options, and I do not plan to leave my system here as it has costs us thousands! Do right by us and please reach out. We need to move our system ASAP! We are the rightful owners and don’t have a clue as to how to uninstall/move/reinstall this system ourselves. We have never had a reason to reach out to customer service and now I’m wondering how this all would have went if we had issues with our system. They’re proving to us they do not care about their customers.

  

  Business response

  06/01/2023

  The customer was reaching out to the Texas dealer who sold her the system in 2019. We couldnt find the customer's information in our system because we didn't sell them the system.  

  Spoke with Mr. ****** on 5/31/23. He would like to keep the system for his new home and will call us when ready to pull out the equipment. New home will not be ready for about 7 months. Customer will store equipment and when ready to move in to the new house, we will reinstall it and make sure it works. If rebedding the minerals is necessary there will be no charge for it.  We offered customer a 10% discount on relocating the equipment as well.

  Customer response

  06/02/2023

  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.

   

  It would be a great help if they would reach out to all their TX based customers about reaching out to their California headquarters about any potential issues/questions. Cause we would have never known how to get help if we didn’t escalate the issue. I do appreciate the response and help we’ve received. 

• Initial Complaint

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  we purchased a brand new, with no major problems especially not plumbing problems of any sort. In august of 2022, Fidelis came knocking on our door to sell us a water filtration system, we bought it right away thinking we would get clean water, instead after a couple months our water heater started going out, no hot water. We contact fidelis and we also contacted our contractor, our contractor agreed to replace a blown out sensor even though it only blew out because of the water filtration system (none of my neighbors are experiencing the same problems besides one who has the same filtration system installed!!) less than a month later our water heater goes out completely!! This is a brand new home, new construction, we bought this home in June of 2022 and both plumbers that have came to inspect my water heater have highlighted fidelis to be the issue. I've contact fidelis several times and now I want the entire system removed!! I am now being told it won't be removed because they would be losing money, they seem to not care that we have been paying for a system for the last 8 months that has only ruined our water heater. I have a toddler and I am stuck in a home with no hot water! It's been an entire week plus some I've been waiting for a response. I need this system out and my water heater replaced. I do not care if fidelis is losing money or if the sales man has to lose his commission, if they did their due diligence to see if our water heater was compatible with their system we would have a perfectly good water heater. We put our trust into fidelis and now we are being dismissed after taking our money. Remove this product and restore my home, this shouldn't even be up for debate.

  

  Business response

  05/01/2023

  We have contacted the customer and explained this is a problem we've never encountered before.  The water system should have nothing to do with the water heater since it's installed at the main and not directly to the heater.  We've contacted our manufacturer and the only thing it could be is volume of water.  We have ordered a system with higher flow rates which should arrive in the next week and we will exchange it at no cost.  We will warranty the heater for 1 year and will compensate for some of the time the system has been in bypass after we rectify the problem.

  Customer response

  05/16/2023

   I am rejecting this response because:
  
  This is my second time reporting a problem through here because of Fidelis. This system ruined my water heater, I was without a functioning water heater for an entire month. It's been taking weeks to get a reply back and it to only be the same thing "our company has lost money, we haven't even profited off your guys installation, we don't really like to buy back loans," all this company cares about is money, they don't even care about their customers. It's been over a month that I've been begging them to remove this system off my home, we've had it on bypass for the last two weeks just so it doesn't ruin our brand new water heater. This company is absolutely ridiculous, their manager said for themselves that they seen the code my water heater was showing, and he seen for himself also that once the system is turned off or on bypass my water heater kicks back on and the code on my water heater goes away, but once it's turned on my water heater failed to work. Fidelis has not solved my problem and my home is brand new, how can they keep ignoring us as home owners and customers? attached is the screenshot from the manager who came to checkout our system to the owner and you can see he confirms that my water heater is indeed not functioning and that he himself seen once the system was turned off our water heater worked but then goes to state everything was fine?!
  

  

  Business response

  05/22/2023

  The builder has replaced the customers' water heater recently.  Today we scheduled a service to test the duration of the water getting hot. We did it live on camera with the customer there and tested the water with system in bypass and then in service.  The water took 30 seconds or less to get hot. We then put the system back in service, got the water to get cold again and repeated the test with system in service.  The results were the same.  We also tested a further water source upstairs with similar results.

  Depending on weather being warm or hot and distance it has to travel it is normal to take a couple minutes for water to get hot.t.  Veronica was satisfied that the system works and water is getting hot in a timely matter. The customer stated she enjoys the system and clean water, she just wants to make sure her ability to get hot water is not affected, which is understandable.  For the inconvenience, we will mail the customer a check to cover 3 months worth of service.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This company engages in massive unsolicited and abusive mailing. The send constant deceptive postcards (multiple a week) to new homeowners. Despite calling about it and asking to be removed previously, I continue to receive this garbage. The mailers are such as the one attached (gas cards, amazon, etc.), but also include "Notice of Parcel on Hold." or "Gifts" These activities are an abuse of the USPS at least and civil harassment at the greatest.

  

  Business response

  04/14/2023

  As a new home owner, your information if public and many companies will mail you similar pieces that you may consider junk mail.  We have no record of you calling our companies so it may by another company mailing similar things.  We made sure we will never bother or mail you again.  Sorry for the inconvenience.

  Customer response

  04/18/2023

  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.

  Thank you for establishing that my information is a part of the public record. I am well aware of that. My issue was not with the fact that your company had gotten my address. My issue was with the OBSCENE number of, by your own admission, pieces of "Junk Mail" you sent out, that rose to a level of harassment, with EXTREMELY deceptive practices including what could be tantamount to bait and switch. Additionally, one of the tactics was "Parcel on Hold" which is considered to be a form of mail fraud, which the United States Postal Inspection Service investigates. 

  As you are aware of the legalities of public records, I'm presume that you have taken the time to verify that such deceptive practices are not in violation of other relevant laws. 

• Initial Complaint

  04/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I received a postcard in my mail saying that "Welcome neighbor. $50 Gas Card. Let us treat you at the pump as our way of saying "Welcome to the Neighborhood"." I called the number which led to them setting up a water testing at my house in order to receive the cards. On 2/10/2023 at 4pm, their representative, Cody, came to test our water. He explained their system and how it could benefit us. A bit after 5, we wrapped up and he left. He left us with a breakdown of the soap package they offered, some info on their system, and a business card. A gift card was NOT left or mentioned. On 3/29, I contacted their office inquiring when it would be mailed. They told me it should have been given to me at the meeting. 4/3, I called again as I had not been called back as promised. They again said someone would be in touch. On 4/5, I directly e-mailed the representative and he said that he must have left them and I was mistaken. After more polite correspondences, he still insisted that he must have left them. I asked to check to see if the card was used as I knew it couldn't have been. They said they couldn't do that. As of now, I have been left with a bad taste of the company as I know the card was never handed to me or my spouse at the meeting.

  

  Business response

  04/10/2023

  The rep has been with us for 9 years and has been exemplary with his customers and coworkers. It is possible that he may have misspaced or forgotten the cards. In order to maintain and sustain a amicable relationship with you as a potential customer, we will send you a $50 gift card thru Tango cash today. We apologize for the inconvenience.  Please see the confirmation here: *******************

  Customer response

  04/12/2023

  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.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I am attempting to file a complaint about the company Fidelis elite Systems. I had their system installed in my home,4 -5 years ago. All had been fine until, they sent a tech out to service and he fouled up something and water leaked under my sink and ruined my floors. They handled the repairs in house and have left my kitchen, where the damage was done, incomplete. I have tried to get them to resolve this, but have not received any emails or phone calls since December. They have somehow blocked my phone number from calling the office, and I have be n blocked from commenting about their company on Yelp. I am not looking for money, I just want my kitchen fixed.

  

  Business response

  03/07/2023

  There was a leak at the customer's house and the restoration job was completed.  We put customer up in a hotel, we replaced his cabinets, both top and bottom to match and the flooring, backsplash, customer even chose the colors.

  
  

  We have attached pictures here for the job pre and post completion.  Nobody from our office blocked the customer in any way and the restoration is complete at no cost whatsoever to the customer.

  

  Business response

  03/10/2023

  Prior to the leak, customer kitchen was already in full kitchen remodel status, as you partly see in picture 1.  Customer by that time already began making kitchen remodel changes at the same time when our repairs took place (moved the fridge to the other side of kitchen, moved plumbing, cut part of the counter tops upon his request, etc.  Again we have accommodated the customer during the repair process, reinstalled the equipment and assured that it's functioning properly.  We have have done everything possible to satisfy the  customer to include our contractor 3 times to rectify any problem.  We have come to the extent of satisfying's the customer from our company's standpoint. 

  Customer response

  03/10/2023

   I am rejecting this response because:
  
  I am completely dissatisfied with their response. I do however would like to Thank The BBB for actually getting the company to respond. I guess I am just an unsatisfied customer that can not reach the company, still cannot reach by phone, that will just have to live with their crap craftsmanship! Thank you again for all your help. 

• Initial Complaint

  02/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I received a post card from the company saying to call for a free gift card to welcome me to the neighborhood. I checked for all fine print and there was none. When I called to redeem said gift card I was told it was a Starbucks gift card and I also get a complementary water test. I told them I didn’t need the water test just wanted the Starbucks gift card they promised. The gentleman on the phone then changed his tone and told me I needed a water test to get the gift card. He then proceeded to hang up and tell me I could call back when I wanted the water test.

  

  Business response

  03/05/2023

  We will not mail customer anything else and will have the manager reach out and send him a Starbucks gift card.

• Initial Complaint

  01/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Scam company pretends to be a mailing service and send you a letter stating your parcel is on hold and to call their company. This company is a scam and should be investigated by the authorities. They are fraudulently pretending to be a mail servicer to get customers to call them. I called and spoke to an operator who would not disclose what this so called parcel was until I give her my identification number, which essentially lets them scam me. This tactic is disgusting and I hope they get shut down.

  

  Business response

  01/18/2023

  I spoke with Mr. ***** today and explained what we do and the card or package is a welcoming gift for new home owners in the area, a $25 Amazon card hoping in the future if a customer might want better water, they would give us a call.  I sent Mr. ***** the electronic gift card today and he was satisfied.  Please follow up with customer and verify.

*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. ↩