ComplaintsforLifeSource Water Systems, Inc.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a water filtration system with scale solver from Lifesource Water on 2/24/20 ($6234.93). It was primarily to reduce the hardness of my water to stop all of the calcium buildup that I was having. It was specifically purchased for that, which the salesman swore up and down would solve all my problems. For the first few weeks all seemed well (note I also replaced my water heater the same day that this system was installed) but then I was still getting hard water to the point where it was as bad if not worse than before the system was installed within the next 2.5 years. At that point I was told I needed to replace the biological filter, which I did (4/22/23 $885.96), which did not change anything. Since then, the water quality has deteriorated further to the point I wont give it to my pets. It leaves brown/red stains in my shower, dishwasher and sinks and at times has a yellow tint. The calcium is out of control.All throughout this process Lifesource has given me the run around. It took months to get the system installed, claiming the installer couldnt reach me, when in fact they hadnt even tried. This happened again with the filter replacement. I am in the middle of having a major bathroom remodel and wanted to get this sorted before the water ruins the new items. So I contact Lifesource about my continuing problems only for their guy on the phone to tell me that my system doesnt actually do anything about hard water and calcium buildup and that I would need to pay an affiliated plumber $150 to come out and look at it. This is unacceptable, and the entire reason I purchased this in the first place. Someone is lying here, and at this point if this system isnt going to do what I paid for it to do, then I want a refund and it removed from my property.I received a call back a week later from the same associate who said the best they can do is only charge me $100 to have the plumber look at the unit. Unacceptable.

  Business response

  06/04/2024

  Tell us why here...Our Director and the original salesperson, *****, personally reached out to ***, clarifying that we never promised to remove water spots or minerals, which by the way, is not in any of our marketing material. ***** addressed Mr. ****** recent buildup concerns and reminded him that it's unlikely he went over 4 years without noticing this, as minerals are always present in water. He reassured him that if we had known about his issue, we would have addressed it sooner. LifeSource has no record of being contacted prior to this compliant.  ***** proposed a plan to address his concerns and emphasized the original benefits of our system - low maintenance and better water quality to which he agreed. Additionally, we offered him a complimentary service visit to check the system and discuss adding a cabinet softener for the hot water side. *** accepted the plan, appreciating our proactive approach before his next bathroom remodel. We have scheduled our technician, Tarek, for a system check and preview for tomorrow 6/5 between ***** which ************** has confirmed. We will follow up and as always LifeSource will make sure he is satisfied.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased the water filter system on 4/26/23 for our house. It was installed on shortly after. We were told that this system would be help with not only our hard water but would also provide us with healthy, drinkable water. Unfortunately, we just learned that the hard water still exists and the water is not filtered nor is it healthy to drink. The water was tested and it tested at almost 200ppm. This really should have been tested after it was installed by your team. We feel utterly deceived and would like to get a full refund for the mere fact that this system is not doing what it claims. I would like someone to reply to this review. They can also call me to discuss the full refund that I'm requesting.You are free to take the system. We will now need to look into finding a company that can truly provide us with drinking water.

  Business response

  04/29/2024

  Regarding the 4/17 complaint from ****** we initially made contact on 4/19 with our factory **** ****** to gather all the account information. Next, we involved our local Sales Director, ************************** who reached out to ***** on 4/19 at 11:30 and left a message. He called again,on 4/24 and finally spoke to Lenea on 4/25 around noon. ***** believes he addressed all of *****'s concerns which her main was having good clean water in the home (which he assured), and has scheduled a visit on 5/2 for a full and complete inspection of the installed equipment!

  Will follow up if necessary,

  Thanks

  Customer response

  05/08/2024

   
  Complaint: 21586415
  
  I am rejecting this response because:

  A representative did call me and set up an appointment for someone to come out and test my water. They indeed found that there was an issue with one of my tanks. Apparently, he left here and said it was fixed but now the ppm is now double in numbers and it's basically like us drinking tap water. So I paid $8,000 for tap water. That is insane. I could have had tap water and saved my money. I'm considering legal action at this point.
  
  Sincerely,
  
  *****************************

  Business response

  05/15/2024

  Tell us why here...Per our Director, *************************, he has reached out again and had a conversation with *********************** addressing her concerns that her LifeSource Water System maintains essential minerals for healthy water throughout her home. The minerals enable her water to maintain natural PH and alkalinity without disruption to her entire home. These minerals are reflected as PPM/TDS in simple water tests, but do not indicate or suggest the water is not suitable or harmful to your health. It is simply a measurement of mineral concentration in the water.
  We serviced her system and her filter is working as stated,cleaning out the harsh chemicals added by her municipal water source. It was tested and verified on site, ensuring the carbon is in good standing. All other components are working properly as far as the self-cleaning timer and rinse cycle.There were not leaks in the tank or any plumbing attached to the system during initial installation.
  We are managing ************************* concerns with a replacement Scale Solver ensuring that her filter works optimally. We sent a follow up email on Monday, May 13, addressing all the above in hopes of a written confirmation or acknowledgement which at this time we have not yet received. We have however agreed via text messages to the date and time for the tank replacement for this Friday, May 17.
  Customer Service is very important to us at LifeSource so we will continue to follow up with *********************** to ensure her satisfaction.
  Thanks,
  

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  November 14th 2023 I was told my boyfriend was approved for a loan for a water system and I had to put $800 down and my payments would be $68 a month. After the system got installed I was then told my boyfriend didnt get approved but then they said they fixed it. Now January 2 2014 I get told once again we were not approved and that now I have to pay them a whole lump sum of $6895 which that was not our agreement and we told them they can take the system and return our money or put us on a payment plan. On January 8th **** I get an email saying I have to pay the lump sum. I told them I cannot do that and that the system should not have been installed without the loan approval. The contract wasnt even under my name it was my boyfriends but they keep coming after me saying its going to collection and my credit score will be affected. I responded to their email, they have not responded to me but sent me a letter with exactly what their original email said and still ignored what I presented. That system was illegally installed and they took my money knowing we did not get approved for the loan and we only find out we didnt get approved until January 2 after the system was already installed. And on top of that our water is still nasty. I asked them for a reasonable solution but they dont give me any except threats of lawyers being involved my credit being affected and letters and emails of the same thing, which I did respond to they are just ignoring me

  Business response

  01/24/2024

  Good Morning,

  LifeSource Water is very sorry that YOUR FINANCING OPTIONS did not work out. LifeSource is more than happy to refund your deposit AFTER we schedule and pick up our LIfeSource Water System from your home.

  Thank You

  Customer response

  01/24/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Reached out to have ***************** my water filtration system and verify that it is working properly. When I called for service I was transferred to *************************, I asked to have my unit serviced and was told that it is over 12 years old and they would not provide support any longer. I was told that my only option was to purchase a new unit. At the time that I purchased my unit from LifeSource I was told it was for a lifetime not a fixed period of time. I have attached a picture from their brochure that states "One LifeSource System can be continuously recharged and reused and last a family a lifetime".

  Business response

  01/24/2024

  Good Morning,

  LifeSource is currently in contact with the customer and we are prioritizing this issue. We will update soon.

  Thanks

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased the water conditioning system with the descaler and water filter on 9/20/21 for our new house that was still under construction. It was installed on 1/10/22. Unfortunately we later learned just how hard our water really was so the descaler would never work efficiently. The salesman wasnt transparent with us about the different hardness levels in other areas of ***********. He kept showing ** pictures of celebrities that have LifeSource Water in their homes. Weve had hard water stains and calcium buildup on all of our faucets. We also had to replace our GE Profile dishwasher that wasnt even 2 years old yet. The hard water damaged it. We learned from neighbors about a month ago that we need a softwater tank for our house. This is the only way to prevent hard water stains and to protect our appliances from failing. It took a while for Lifesource water to even remove our system. We paid over $7000 for this system and it didnt work as promised. I have tried calling several times and speaking with employees about a refund but they keep giving me the run around. They promise to call me back and never follow through. I want a full refund. I have read through these reviews and two of the customers received full refunds after having the system for two years and four years. At no time did LifeSource even ask to test our water. If they had, then we certainly wouldnt have bought this system. I would like someone with authority to reply to this review. They can also call me to discuss the full refund that Im requesting.

  Business response

  10/18/2023

  Unfortunately, we cannot give a refund due to the customer removing the ********************** system from the water lines to her house and replacing with another company's product. We were not contacted until after this was done giving us no way to assess the equipment and/or resolve any issues that *** or *** not have been present while the LifeSource Water System was installed on the home. LIfeSource did send out a technician at LIfeSource's expense to evaluate her concerns which is how we discovered the system had been removed already.

  Thank You,

  ******

  Customer response

  10/18/2023

   
  Complaint: 20727743
  
  I am rejecting this response because:
  I did contact Lifesource Water and I explained to the man that the system wasnt helping us with our hard water issues. I explained that we were going to use a soft water tank exchange system with another company. He insisted that a technician come out to look at the system even though there was no way that we would be keeping the system. The other company arrived earlier than expected the same day that the LifeSource technician was coming out so he had to install the softwater tank. He had to cut the lines to install the new tank. The LifeSource technician looked at our set up and said that it was correctly set up and I explained to him about our water being too hard in the area for the descaler to work efficiently. I said that the salesman wasnt transparent with us and he even agreed that there was really nothing that he couldve done for us. He wasnt able to remove the system that day because he had to receive an approval to do so. I feel that we should get our money back. I will never recommend LifeSource water to anyone. Your company scammed us.
  Sincerely,
  
  ***********************

  Business response

  10/24/2023

  I am so sorry you reject our response; however, you allowed another company cut our system out of the water main and installed the softener before we were scheduled to assess your system. You did not allow us a chance to rectify your concerns about the performance of the system.

  time line:

  9/6 3:03pm Our customer service rep took call from customer ( you were unhappy with our system)

  9/7 10:16am ****** updated ticket, he had spoken to you and you voiced concern that you were unhappy , replacing dishwasher and he could not do anything so he set up to send out our service department

  9/7 12:46pm *** called and scheduled the inspection of our system for 9/13 appointment 1:45pm (exactly 1 week or 5 business days) 

  1:53pm ***** our service tech updated the service ticket stating the customer had ********************** softener company cut out our system and install a water softener on her house. Customer DIDNOT want ***** to check the media of our system at that time and he left. The service ticket was closed with a new service ticket open for a follow to discuss.

  The most important part is that LifeSource Water was not given the opportunity to address her concerns regarding our system and it's performance. We feel strongly that 5 business days is an above average lead time to schedule a service call from the time a customer calls in an issue or concern.

  Thank you in advance,

   

• Initial Complaint

  05/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Lifesource Water Systems uses deceptive and predatory sales techniques to gather customers in a Federally (FEMA) designated Disaster Area.Our family home, and two-hundred homes in our neighborhood, were annihilated in the November 2018 *******-****** fire. The entire neighborhood was declared a Federal Disaster Area by FEMA. When we began the rebuilding of our home, it included the purchase and installation of two whole-house water purification systems from Lifesource (******** **) for our main house and guest house in June of 2021.There was no written contract. No written cost quotations for future service appointments or filter replacements. I was told by the sales rep that the water filters on the systems would have to be replaced periodically, with no specific mention of a time table, or cost, only that a filter would last for ******* gallons, and that our amount of usage would determine how often they would need to be replaced. The distinct impression given by the sales rep was that it would not be a major expense.Turns out, in order to keep our warranty in force, we must replace the filters every two years, whether they need replacing or not. The "discounted" price with installation is approximately $1400 for the two. The install is a two-minute job with a 12" filter.We feel that this company was predatory, using bait and switch, intentionally deceiving traumatized customers in a designated Disaster Area, whose purpose among other things, is to protect people from predatory contractor and service people.The owner's manual states, in fine print, the requirement to replace the filter every two years or ******* gallons, whichever comes first. No mention of price. You receive the manual after you buy the product.It was a mistake to buy the systems in the first place, without proper contracts specifying pricing of filters and other services. It would be a mistake to throw good money after bad. We would prefer it if they simply removed their equipment.

  Business response

  05/18/2023

  Dear ****************,

  Not replacing the ApaPure does not void the warranty on the rest of your system.  It is merely an insurance policy against bacteria in the event of a boil alert.  If you choose not to replace the ApaPure, your LifeSource Water System (warrantied 12 years) and Scale Solver (warrantied 5 years) will work perfectly fine.
  

  LifeSource Water does not have customers sign contracts.  A copy of your invoice and an owners manual stating the longevity of each component was emailed to you. 
  

  Your free 5-point inspection is scheduled for May 25 at 8am with a LifeSource Technician.  Because our systems are maintenance free, we ask customers to call when they feel an inspection is needed. 
  

  Please call ** directly at ************ if you have any questions, comments, or concerns.

  Customer response

  05/19/2023

   
  Complaint: 20055313
  
  I am rejecting this response because:  Their response was a direct contradiction from what their sales rep ******* told me, which was that the warranty WILL be voided should we not replace the filter at ******* gallons or two years, whichever comes first.  But more importantly, they did not address the extreme high cost of replacing the filters (which they strongly recommend in order to filter out bacteria and other contaminants).  Our complaint was never about whether replacing the filter was a good idea or not, but that their charge, well north of $500 for a filter, was exorbitant, and by having not divulged that very high price tag to ** prior to purchase, was predatory, which to repeat, is a violation under the declared Fire Disaster Zone by FEMA at the time. We do not wish to do business with this outfit, as it is obvious they employ a predatory business model, fashioned around vague assurances, and volunteer no details that might cause a prospective customer to pull away.  As far as we can tell, their system works well, but at the cost of $1400 or more for a visit approximately every two years, it is simply not worth it.  Two satisfactory outcomes to choose from: (1) They significantly and permanently reduce the price of the replacement filters (74% off) and do so in writing or (2) They remove the system from our two houses on the property and give ** a partial refund of the original prox $11,000 spent.  
  
  Sincerely,
  
  ***********************

  Business response

  05/23/2023

  Dear ****************,

  We have addressed your concern about the warranty of your system in our previous response.  We categorically reject your claims of predatory pricing in a FEMA zone. Our pricing has been consistent across all markets and we have never or would never take advantage of people in any way. In fact, we have donated systems and replaced some systems for our customer that have suffered in disasters.  All of our warranties and lifetimes of our products are clearly stated in our owner guides.  Our sales rep has been with ** for 10 years and we have had zero complaints about him misleading our customers.
  
  This seems to be simply a disagreement over price.  You have every right not agree with our pricing and not to buy replacements.  Your demands for a refund or a heavy discount are not reasonable. 

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lifesource sold us a ********************************* system to address our issues with spotting and scaling caused by hard water. They convinced us not to get a softener and claimed that their system would solve all our issues. They installed the system on 12/22/2018 and we have had nothing but problems since then. The scaling and spotting issues got worse and we have called and complained many times over the past few years and they always dismiss our concerns or tell us to buy some good cleaning products. I shouldn't have had to spend $6000 with them if I could address my issue with 'cleaning products'. I am sick of their dismissive attitude. They sold us a system that doesn't do what they claimed would do. I just want them to come pick up their system, put everything back the way they found it. And give us our money back.

  Business response

  01/03/2023

  Business Response /* (1000, 5, 2022/12/23) */ Hello Mr.*********, We are sorry that due to inaccurate information given to you by your representative, the ScaleSolver does not meet your expectations. We value our relationship with all our customers and their satisfaction is very important to us. Thank you for agreeing to allow us to remove the ScaleSolver for a full refund, replacing it with a softener at no charge and keeping the LifeSource filter. We are grateful for your trust in us here at LifeSource and look forward to our contunued relationship with you as our customer.

• Initial Complaint

  09/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is FRAUD, LIARS, and very rude when you call them and complained about their systems. My wife had called them last year and complained about the water being hard, and there is scale build up everywhere, but we were told that the system needed a softener, so we purchased one that cost $1648.58 apart from the money we paid for the systems. It never took care of the problems and now we had to replace the faucets, sinks, shower cartridges and basins. My wife called them this week and complained again but was told the systems are old now, really? The white scale build up or white residues are everywhere in our house, shower doors, counter tops are all full of white spots. It's been a nightmare with this company and its products, I will never recommend anyone using this company.

  Business response

  11/04/2022

  Business Response /* (1000, 5, 2022/10/06) */ Contact Name and Title: *******- Manager of CS Contact Phone:************* Contact Email: *************************** Hello Mr. *******- We're sorry about your frustration and disastisfaction. Our customers satisfaction with our service is very imprtant to us. When your wife called on 10/2/19 and spoke with one of our in-house technicians, he explained our system does not remove minerals from the water. He also remindered her your scale solver was originally installed in 2015 and was passed it's serviceable life (dated on the tank) and needed to be replaced. On 2/24/21, she called in again to purchase a replacement (replaced on 3/15/21). When she called on 9/29/22, concerned about hardness and the smell of chlorine, we explained again how our ************ works and it's benefits and also offered to have our service department schedule a technician out to address and assess both concerns for $150; she said she'd discuss with you and contact us back. We have not heard back since, but are happy to get a tech out ASAP. If you would like to move forward with scheduling a technician out, please contact me (*************- Manger of Customer Services) here at ************* Consumer Response /* (3000, 7, 2022/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not happy with the system and it has ruined my faucets, countertops and our shower fixtures due to the hard water and now I have to install new ones and would like the system out of my house ASAP..I am waiting for it to be removed so I can do some remodeling, and the least I expect from the company is to completely refund my money...This company misled us about their products and I am very upset it will cost me AGAIN to remodel my bathroom and kitchen..FRAUD FRAUD FRAUD Business Response /* (4000, 9, 2022/10/21) */ Hello Mr. and Mrs. *******, I am glad we were finally able to speak and schedule a technician out to assess and address your concerns. I wish we knew you were unhappy sooner and had the opportunity address this. Our technician did find the media in the ************ was fouled and replaced it with a new tank. Please forward me receipts for the fixtures you replaced, and I will work on your reimbursement, ASAP. If this does not resolve your concerns, please contact us directly so we can correct it to your satisfaction.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the LifeSource 2 years ago based on their website recommendations and their advertisements, both of them say that the system should provide clean water, hard water protection and prevents scale build up. Few months on purchasing the system i noticed lot of white stains on my sinks, faucets and when cleaning my countertops, these are all from the scale build up. I called them last year and complained and was told it was normal because of the minerals the water has but this year I called again because i had to replace my facets and sinks due to the white residue or build up, the worst part of this when we got our water tested it was hard water. I called them a month ago to find a solution they completely ignored me. I talked to one rep, and he promised me he will find a solution but never called back. I really want the system out of My house ASAP because the Hard water is causing dry skin issues to my daughter. The MIGHT BE THE WORST COMPANY TO DEAL WITH WHEN YOU HAVE ISSUES.

  Business response

  10/12/2022

  Consumer Response /* (2000, 6, 2022/09/16) */ Problem solved,the company came and picked up their systems and they fully refunded me the amount...

• Initial Complaint

  01/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had Life Source come and pitch their water softner solutions to us. We chose one of their models that has a warranty. A few years after the install I had a plumber come out to look at my problems thinking we had a pressure issue. After conducting a pressure test he found the problem to be with hard water. He ran a test and found our water to have no difference in hard water results then 2 homes next door to me who have no water softner solution. I have since replaced Shower heads, faucets and shower cartridges in most of our bathrooms. I cant get the customer rep to even call me back.

  Business response

  03/10/2022

  Business Response /* (1000, 5, 2022/02/08) */ ********** did try to contact our sales rep directly instead of calling our office. Once we were able to talk with **********, we asked what we could do to make him happy with the situation. Our rep, ***** went to his home to check his equipment. It is in fine working order. ********** sent us some receipts for a couple of fixtures that he had replaced due to scale build up. We overnighted a check for $725 and an apology letter to **********. We have tried calling ********** four times and texting twice and emailing to make sure that ********** is satisfied. We have gotten no response.

*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. ↩