ComplaintsforFidelis Elite Systems

• Initial Complaint

  07/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Received a "parcel tracking notice CALL ###-###-####" with a FINAL NOTICE to receive a parcel. No identifying information regarding the company, parcel, or sender. This parcel notice mimics that of the postal service. Upon calling, I was requested to give personal identifying information, which I refused to do. Upon doing so the operator became frustrated, speaking in an aggressive tone to me. She continued to ask for identifying information or the "parcel" number written above my name. This parcel number is not a tracking number for any delivery service, and is rather an identifier for my personal name and address. The operator explained there was a "welcome package" that was trying to be delivered to me from Fidelis Elite. I explained multiple times that I did not request any such package and wouldnt give my information and the operator persistently tried to get my information and became very frustrated with me when I declined, until she hung up on me. This company is clearly attempting to scam unsuspecting individuals by mimicking the US Postal Service and phishing for personal information. I am unsure if this borders on a federal crime, but certainly feels incredibly suspicious and I am sorry for those individuals who have been scammed into providing information.

  

  Business response

  07/11/2022

  The parcel number only tells us who that particular card was mailed to.  We are not phishing for information.  Your information is public record made available by the county when you purchased your home.  Every company has access to that information and can mail you junk mail.  We send cards to every new home owner as soon as they close on their home purchase.  We spend our advertising dollars by trying to buy a piece of your time and test your water as free service and you also get some of our water and a gift card for your time.  Our only hope is that if you ever want better water, you call us.  Some people do not like that card and that is OK.  I've located your information and put notes not to mail you anything again.  Although several of our competitors mail the same card or similar, you might receive more than one.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May 2022 we our water pressure became low through the house, so we call Fedelis Elite Systems and was informed it was time for regular maintenance of our water filtration systems. They came out on May 18, 2022 and provide service to our water filtration systems. We paid the technician $345.00 dollars. I asked the tech if how long do the tanks last. He informed us that we don't have to be concerned because he tested out water ph. balance and it is excellent. He said the low presser waster will clear up in a couple of weeks. But it did not so we called Fedelis Elite Systems on June 29, 2022. My husband I spoke to Alma and informed her our presser throughout our home is still low. She informed my husband he needed to check test our water filtration system, and informed him to turn the system off to see if I our water presser change and when he turned the water filtration system off, our water presser returned to normal immediately. Alma informed my husband we needed to replace the tank bed, and we should not use the system until the tank bed is replace. I called Fedelis back and informed them it was unfair of them to have us to pay for a maintenance service on May 18, 2022 in stead of replacing the tank bed at that time. We paid for a maintenance service which we are unable to use, because they should have inspected the tank on May 18, and replace the tank bed instead of both filters. Alma informed me that they didn't have any tank beds at the time of our last maintenance, and they dont have any currently but they will get some in and it would cost is $499.99. But they give all their customer a $100.00 discount when they change their tank beds. I informed Alma we want a refund of the $345.00 because the maintenance did not fix the problem of the low water presser, and we unable to use our soft water filtration system throughout the house, and we have low water presser through the house. I requested to speak to a supervisor, and she they will call me back.

  

  Business response

  07/05/2022

  I spoke with ******* and her husband last week to try to straighten out what happened.  The annual maintenance for the filters that was paid was for her reverse osmosis and alkaline cartridge.  The pressure issue is a completely different matter.  Unfortunately, the chlorine and ammonia the city puts in the water to treat it, damages the resin after several years.  It has been about 7 years since system was installed.  All of the resin and parts are covered by the warranty that came with the system, which is the most expensive part.  The system has to be shipped to manufacturer, cleaned, sanitized and put 5 levels of minerals back in.  The labor is not included forever, only for 1 year as any other company.  However, in order to make the customer happy, we applied $249 of what they paid for their reverse osmosis filters, which they get to keep and use towards the labor to fix their tank.  So essentially under their warranty, the customer is getting a brand new tank for $250.  Service was scheduled for Wednesday, July 5th.

• Initial Complaint

  06/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  When we bought the house, we received 2 separate Post Office- similar note cards saying there was a "Parcel on Hold" and this was a "FINAL NOTICE". These cards appeared to be official cards from the Post Office, and had no identifying name of the company. When I called the number, it was Fidelis Elite Water company trying to schedule a time to come and test the water filtration system. The "parcel on hold" in question was in fact a $25 gift card. Realizing this was a horrible marketing attempt I declined the service. However, this was border-line imitating a federal office (post office). I was worried because I thought that important documentation with the Title Company was on hold or something of that nature. The entire marketing attempt is highly deceptive, manipulative, and fraudulent. Local news station had a whole article on the the scam: https://sacramento.cbslocal.com/2019/12/17/parcel-hol*************************g/

  

  Business response

  06/17/2022

  Sorry to bother you with our cards.  It looks like your appointment was cancelled and we will take your name off the list completely.  Again, we apologize.  We have other cards too with our name on them and we offer gift cards upfront for new home owners to test people's water for free.  No purchase necessary.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The operation of installation was don’t incorrectly and left the water leak on my garage wall. Black mold has been growing in the wall and has traveled up the wall on the outside. They just want to have a contractor cut the wall out and Sanitize the area. My complaint is they will not pay for a mold specialist to properly treat the mold nor will they utilize the mold specialist that I have found that will treat the mold. They are not handling this horrible outcome accordingly so I will be pursuing matters on my own.

  

  Business response

  05/10/2022

  We have contacted the customer and we scheduled an appointment with a certified mold specialist to do the mold remediation and proper repairs.  We had a tentative appointment for Saturday, May 7th, but was rescheduled at customer's request for Tuesday, May 10th 2022. We verified and the technician was there at the property today to start the work

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/19/22, A representative came to my home and sold me a water purifier. During the sales process, they never let me know about my right to a 3 day period in which i could revoke the contract at no cost to me, they also lied to me about service charges being paid for by the purchase of the water purifier itself. When they installed it the next day, they installed in such a way that their system will pour salt water onto the foundation of my house and the drive way of my next door neighbor. I've already called the bank and they have put a hold on this account while this is being discussed. They have tried to resolve the issue by offering to fix the installation issue and offered me discounts on the product. While generous, it proves that the system was never worth their initial asking price in the first place. And the only resolution that is acceptable to me after being lied to repeatedly is that they waive the uninstall fee, and remove their system from my property.

  

  Business response

  05/03/2022

  The equipment was removed on April 27th with no cost to the customer.  I followed up with Mr. ****** today and confirmed that it was taken care of and he confirmed that it was been removed to his satifsfaction.

  Customer response

  05/04/2022

  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. 

  
  

  As part of the install they had to drill a hole into my drainage piping under the sink, as a fix they just wrapped it in electrical tape. Lazy install, lazy uninstall. My sink now leaks and I'm gonna have to hire a plumber to look at it

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was contacted through "Urgent Parcel" notes urging to call to arrange delivery for a package which was false. To start, this is a deceptive tactic and should not be allowed. I see now many people posting complaints in Yelp against Fidelis Elite Systems and no action is taken by BBB or any other institution to protect customers. Once the product was installed I noticed the next day that there were issues, after a few days after the installation I was having dirty water coming out of the faucet, this happened in front of the technician who could not explain why that was happening. Noted that this never happened before the installation of this product. The technician requested more time to let the system work. It has passed months and I still have calcium deposits, soap is not dissolved properly, laundry soap does not make bubbles, hair is still dull, etc. In other words the system simply DOES NOT WORK. I request the removal of the system and reimbursement of what I paid: $7000.00 When contacted the manager in Lake Elsinore office in CA (###-###-####, ###-###-####) ****** ******, he was very rude and indicated that they will not remove the unit, will not give any reimbursement and challenged me to complain anywhere because they were NOT going to do ANYTHING.

  

  Business response

  04/08/2022

  I spoke with **** yesterday and followed up with her again today.  I stated to the customer that under her warranty, we need to be allowed to service the system and see if there is a problem and we can fix it should there be a problem free of charge under her warranty.  About a week ago, the customer walked in our office and demanded a refund and would not allow us to come back and check the system.  After our conversation today, **** stated that she is going out of town for 3 weeks, and will contact us back when she returns to possibly let us check her system.  We will follow up again May 1st if we don't hear from her by then.

• Initial Complaint

  01/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see Word Doc. Was not enough room to provide all the information.

  

  Business response

  01/22/2022

  We have spoken with Mr. ******* on several occasions, but short of taking the system out he cannot be satisfied.  We have tested the system and it's removing chlorine and hardness just as promised.  Some of the claims customer is making are simply untrue when it has to do with the system.  Customer states the water bill and gas has gone up tremendously, but the system runs on power and has absolutely no baring on the gas bill.  As far as water consumption, the system simply takes the water that customer uses and only every 1500 gallons it flushes once using about 30 gallons of water which is insignificant and would not make a noticeable difference on the water bill.

  
  

  Also the system does not use any sodium to filter the water.  Sodium is only used every regeneration to clean itself.  That water is connected to a separate drain line and goes directly into the sewer and never into the home.  There is less sodium in a gallon of treated water than in one slice of bread so it cannot make that kind of reaction to a person due to sodium.  We are not negating the customers concerns but they are not caused the water treatment systems which simply takes out chemicals like chlorine and hardness.  The system is under warranty and doing what it was meant to do.  We can make sure it works properly under the warranty free of charge anytime but the equipment is owned by the bank until paid for and cannot be returned months later.

  Customer response

  01/27/2022

   I am rejecting this response because:
  
  As stated in our original statement, we contacted Fidelis on 11/17/2021 in regards to what was going on.  After being treated the way we were and how what was going on with her skin was disregarded in the manner they chose we asked to have the system removed at that time, not months later.  Treating a customer disrespectfully, disregarding what was taking place since their system was installed, comparing what was going on to their wife’s food allergy and again in their response it was compared to food when they were clearly told about what going on with her skin, not willing to help or provide any information on this system, not listening to everything we have tried or what was going on, even denying our truth to the relief she received when this system was turned off and our house re-flushed is not satisfying the customer.  That made it very clear at that time that what was going on with her skin, the amount of discomfort and pain she was in was due to something in regards to this system.  Which is why we originally called to find out what was going on and what can be done.  We did not call Fidelis to automatically have this system removed, we did not call to be disrespected, we did not call to be treated poorly, we did not call to be disregarded as if we were lying and or unimportant.  We did not deserve to be treated in that manner at all.  If our original statement was fully read, then Fidelis would automatically know why our water & gas bill did increase.  This is why we originally asked to have this system removed months ago not months after like they stated, due to this companies inability to listen to their customers, treat them respectfully and address the issues at hand.  Even after being treated in that manner we still tried to work with this company to resolve it and they still chose to continually treat us like that.  It is not up to Fidelis to tell us what can irritate a persons skin and what is not able too. Everyone is different.  We were upfront with the salesman in regards to my girlfriend and her daughter having extremely sensitive skin.  We were told by the sales man who came to our home no salt/sodium would be going into our home which was not true.     

  We are requesting the systems to be removed again. 

  
  

  

  Business response

  02/01/2022

  We have asked the customer to provide some pictures or go to a dermatologist to get tested, as we've never heard of anything like this before, treated water being bad for the skin.  Customer refused and expects us to just take the system out and take him at his word.  We have also offered to remove the system if he paid for the installation and pull out charges.  Again customer refused.  After the 3 days right to cancel expires, you can no longer have the system removed at no cost.

  Customer response

  02/07/2022

   I am rejecting this response because:
  
  

  ******* never once asked for pictures. We would have scheduled an appointment at that point to come and see in person. It is not proper to ask for pictures, especially when it involves sensitive areas.  If this is how you disrespectfully treat & disregard your customers it is no surprise you have not heard of it before.  We did not refuse the dermatologist, please refer back to the original statement regarding the dermatologist, sensitivity tests, etc. 

  How do you expect us to know if we need to cancel within 3 days if everyone we talked to at Fidelis including ******* stated that it'll take weeks to run through our water lines in our house?

  As previously stated in our first response we offered ******* to have our families construction company to professionally uninstall it as well, ******* Refused. We did not refuse to pay for the install and uninstall fees. We agreed to pay the install/uninstall fees and at that point ******* started becoming very unreasonable by telling us $8000.00 for the system and they would not be able to reuse the system for anyone else because it was already installed and that we have a better deal the way it is now.  We tried to work with ******* regarding the reverse osmosis, asking about Fidelis’s saltless system that was on the website we saw, ******* refused and spoke poorly of the system.  We asked many questions regarding this system even as simple as what was used, ******* refused to answer any of them.

  We asked ******* what salt was used numerous times and ******* refused to tell us and said all salt is the same.  

  We had to contact a local water testing company to have this water tested and they helped us better with this system then Fidelis & ******* did. 

  The Water Testing Company said: “When water softeners/refiners are added to a water system your skin becomes more exposed and absorbent to chemicals because you no longer have the protective barrier that hard water afforded by way of soap buildup on the skin.”  We should have been informed about this from the very beginning and also when we called about the issues going on.  We were given false information regarding this system and what it filters out and what it adds to our water. Water is still testing with hardness.    

  Due to the system we have increased Sodium & Chloride in our water as well.  Safety Data sheets on the Sodium & Potassium salts do state that prolonged or repeated skin contact may cause irritation.    

  
  

  Customer response

  02/07/2022

  We were not given an executed copy, this is all that was provided to us.  No required permits were obtained for this install.  

  
  

  Thank you, 

  **** *******

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