Complaints

This profile includes complaints for Aquasure Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Aquasure Corporation

  818 N Mountain Ave Ste 203C Upland, CA 91786-4165

• 

  Aquasure Corporation

  5015 Hallmark Pkwy San Bernardino, CA 92407

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this Aquasure ******* series ****** grains water softener from amazon after raving reviews of these units. and it does not work properly.

  Business Response

  Date: 03/25/2025

  We have worked closely with the customer since October 2024 to address multiple issues with their unit, including replacing valves and troubleshooting unique concerns. While we are unable to issue a refund due to the 30-day return policy, we are committed to assisting the customer through the warranty process to resolve any ongoing issues. We value their business and will continue to provide support.

  Customer Answer

  Date: 03/26/2025

  I have received no response from the company yet

  Business Response

  Date: 03/28/2025

  We have worked closely with the customer since October 2024 to address multiple issues with their unit, including replacing valves and troubleshooting unique concerns. While we are unable to issue a refund due to the 30-day return policy, we are committed to assisting the customer through the warranty process to resolve any ongoing issues. We value their business and will continue to provide support.
  
  
  

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It has been a month since I reported a water leak affecting my small and large pre-filters and filter tank. The plumber advised replacing all these parts, and I submitted a report with screenshots. An agent agreed to replace the pre-filters due to putty usage but suggested replacing only the filter's top part. However, the plumber recommended a complete replacement.*****, who I had previously escalated the issue to, sent me replacement parts, but the small pre-filter was missing. After providing more photos, I reiterated my concerns. The plumber found damage to the resin tank, but I was told only the tube and filter heads would be replaced. I also received another large pre-filter when I needed a small one, resulting in two large canisters without the tube. Eventually, I received the small canister and resin tube, but the top cover for the small pre-filter was missing. ***** said I could use the old one.I pay $400 for each plumber visit. On January 11, the plumber arrived expecting all materials, but I informed him that only part replacements had been approved. He found that the resin wouldn't work due to a damaged thread on the tank.After no contact, I called on January 13 and was told I wasnt covered by warranty, despite your website stating five years of coverage. After calling back, ***** apologized for her mistake and explained the resin tank issue, speculating that the previous plumber used putty. I argued that there was no evidence of this. Despite my points, she refused to cover the warranty claim based on a photo and ended the call when I asked to speak with a supervisor. When I called back, the next agent said he had been instructed to end the call.

  Business Response

  Date: 01/15/2025

  Thank you for bringing this matter to our attention. At Aquasure, we prioritize customer satisfaction and value all feedback as we strive to provide quality service and support. We understand the frustration expressed regarding the issues with *********************** Pro unit and the replacement process. Below, weve summarized the key details to ensure transparency and clarity:

  Mr. ******* reported leaks in his filtration system and requested replacement parts. Over the past month, we worked closely with him to address these concerns. We provided replacement parts, including a new filter head, riser tube, and two filter canisters, as a courtesy. We explained that the issues were likely caused by the use of putty during installation, but we would send him these parts as a courtesy to get his unit back into service with no issues.  During his plumbers inspection, damage to the carbon tank threads was discovered. The plumber recommended replacing the carbon tank, which ********** believes should fall under warranty coverage.

  The system, purchased in 2021, is covered under our extended 5-year warranty for manufacturer defects. After thoroughly reviewing photos and all other details provided by the customer, it appears the damage resulted from external factors, such as the application of putty during installation. As outlined in our warranty terms, damage caused by installation practices or environmental factors is not covered.

  This case was escalated through all available channels, from customer support to senior technicians and management. While we regret any delays or miscommunications, we offered a 25% discount on a replacement tank as a goodwill gesture, even though the damage falls outside warranty coverage.

  We understand the customers dissatisfaction, but our resolution adheres to our warranty terms and the findings of a thorough review. We remain committed to addressing concerns with integrity and transparency.

• Initial Complaint

  Date:12/23/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a water softner system from this company about two weeks ago. I only received a portion of the system. it was supposed to come in two box and I only received one box. I contacted them and they told me to contact the shipping company to which they told me to contact the seller. the seller then said I need to contact my bank to get a refund. my bank wouldn't give me a refund. they stole 600 dollars from me and have done nothing to reconcile the issue. I genuinely don't have the things I ordered. short of someone coming to my home and searching my house I don't know how else I can prove I don't have the things I ordered.

  Business Response

  Date: 01/10/2025

  The customer placed an order with us on November 16. The original order was shipped in two boxes with ***** tracking numbers ************ and ************. The customer reached out to inform us that one of the packages was missing.
   
  A claim was filed with *****, but it was denied as ***** was able to confirm that the package's last scanned location was at the customer's home.
   
  After several interactions with the customer and verifying the shipping address, our team decided to make an exception. On December 11, a replacement tank was shipped with ***** tracking number 283163580982.
   
  At this time, we are unable to provide any additional replacements.

• Initial Complaint

  Date:12/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************** purchased 11/4/24 from **********. quit working 2 weeks later. Aquasure refuses to fix and will not refund. Offers to "trouble shoot" which does not fix the problem. I want a full refund of what I paid for it.

  Business Response

  Date: 12/16/2024

  Thank you for bringing this matter to our attention. We sincerely regret the frustration and inconvenience you have experienced with your water softener. Ensuring customer satisfaction is our top priority, and we take complaints like this very seriously.

  
  Our records indicate that the unit was purchased from **********, which unfortunately means that we are unable to directly process refunds. As the retailer collected payment, they are responsible for refund authorization. However, we fully stand behind our products warranty, which includes comprehensive troubleshooting and the replacement of any defective parts at no cost to you. We understand your preference for in-person service, but as a manufacturer, our support is provided virtually. We offered detailed troubleshooting steps to resolve the issue and remain available to assist further to ensure the product functions as expected.

  
  Should you decide to pursue a refund, we recommend contacting ********** directly with your proof of purchase, as they have policies in place to handle returns and refunds. If you are willing to revisit the troubleshooting process, we are happy to work with you to resolve this matter promptly.

  
  We sincerely apologize for any confusion or inconvenience and hope to find a resolution that meets your needs.

  Customer Answer

  Date: 12/16/2024

  
  Better Business Bureau:
  
  I am reluctantly accepting this decision.  Aquasure **************** sucked.  I told them exactly what was wrong with the water softener and they did not respond with what needed to be done to fix it.  They wanted me to continue "trouble shooting".  They would not send out a technician to fix the problem.  

  Thankfully ********** customer service made everything right with me and their customer service in this matter was outstanding.  

  I will NEVER EVER recommend an Aquasure product.  

   

  Kareni

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used this company a couple times in the past and had great luck. I purchased a system about three months ago from ********** product of course. Did this product work since I finally called the company they had me send picture after picture of all the systems hooked up piping. They had to go through all sorts of procedures and they decided it was a water meter that was bad so they sent it to me to repair myself, mind you this is brand new unit, and after the numerous phone calls before I told them they needed to compensate me for this so they sent me a home filter, which I already had on my home, but that was OK. Got the part put it on part did work for about two weeks before it stopped working again. Messages back-and-forth do this do that all the same stuff which again I did I finally got sick and tired of they told me it was this that or the other thing it was always my water. Now I can tell you two months before I got the system. I have a brand new well, the state has to do a water test to my water came back extremely clean and good. I have all my paperwork on that. We use a water softener just to keep our soap use slower and our skin a little healthier. I have a filter a pre-filter on my house and again I have used the systems never ever having a problem. They tell me its something clogging up there a little water meter Ive had much much worse water in the past and never had a problem so I associate this with the quality of their products anymore, but either way they would do nothing. It was basically told it was their way or the highway I told them at that point I wanted my money back. I could package the unit to send it back. They would not allow that. Sorry dont know what to tell you, you bought it from **********. You didnt buy it from us. We can send you more parts. You can do it again. Either way ********** is not happy with them refunded the money. I now have a system that has worked since day one with no issues. People just need to know

  Business Response

  Date: 12/04/2024

  Dear *****,
  Thank you for taking the time to share your experience. I sincerely apologize for the frustration and inconvenience youve encountered with your system and our support. We value your feedback and deeply regret that your experience did not meet your expectations.

  From our technical team's review, the issue does appear to stem from the water meter. While we aim to provide DIY solutions to reduce downtime for customers, we recognize this approach may not always align with whats practical or ideal for every individual case.

  Regarding your request for a refund, because the system was purchased through **********, refunds must be processed through their policies and procedures. I understand youve already contacted them, and Im glad to hear they were able to assist you further.

  We regret that we could not resolve this matter to your satisfaction and appreciate your candid remarks about your experience. While this situation did not meet expectations, your feedback helps us identify areas for growth and improvement.
  

  If theres anything further we can assist you with, please dont hesitate to let us know.

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a water softener Unit worth $1,621.79 from ********** back on 2/27/24. I had it installed in the beginning of April. After filling the brine tank with the salt I only had to put 1 bag of salt in when I use a decent amount of water and I saw white powder on all of my faucet's. I contacted the company saying how there were issues with it and it wasn't taking the salt and water was over the salt level on 11/8/24, they continued and requested photos of the system to diagnose it. I paid a company $99 to send a plumber to tell me what the issue is they tested the water and said the whole system isn't working as it should and inspected it and said there is a problem with it internally that more than likely was defective from purchase. It was too late to return to the store at that point so I contacted the company again and they said only way they could warranty it was to go through the steps to diagnosis it over the phone. So I did the steps and said I needed a new control head and said I would have to take the head off and ship it to them and they would send me a new one leaving me without a water softener system for a few weeks till I got the new part. At this point I just want a refund and to get a new system through a different company. **************** was not able to help me what so ever and decided to just throw parts at it when it was defective from purchase.

  Business Response

  Date: 11/19/2024

  Thank you for bringing this matter to our attention. We understand the customers frustration and are committed to providing support to address their concerns.

  
  We have been actively assisting the customer in troubleshooting their water softener system to identify and resolve the reported issues. This process included reviewing photos of the unit and diagnosing potential causes. As part of our warranty policy, we offered replacement parts, including a new control head, to address the problem.

  
  Its important to note that the customer did not purchase the unit directly from us but rather from **********. Because of this, we are unable to offer a refund. For refund requests, we have guided the customer to contact **********, as they are the point of purchase and would manage refund policies directly.

  
  We remain committed to ensuring the water softener functions as intended. If the customer would like to proceed with additional troubleshooting or support, we are happy to assist further.

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Aquasure ******* 40k grain water softener thru ********** in Nov 2021, costed round 1100$ installation,Over the last three months, my family has experienced significant issues such as heavy hair loss and dry skin, which we recently discovered were due to the water softener silently malfunctioning. This malfunction went unnoticed until the brine tank began overflowing, causing a large salt mess in our garage and damaging several personal items.After filing ticket #******, your team identified that the electronic control unit had failed, yet I was provided with a quote for $224 to replace the unit, in addition to an estimated $300 for installation from a local vendor. I find this deeply frustrating, especially considering that the unit is still under the 5-year warranty, which Aquasure should honor in full.Given the serious impact on my familys well-being and the damages caused by your products failure, I believe it is only fair that Aquasure takes full responsibility. I kindly request that you replace the malfunctioning part at no cost and cover the installation expenses.I trust that Aquasure values customer satisfaction and will resolve this issue promptly by offering the necessary replacement and reimbursement for the re-installation.

  Business Response

  Date: 09/19/2024

  To whom it may concern, 

   

  The customer reached out to us the same day he filed the complaint with a formal request. While we were able to accomodate the request for a free replacement valve under warranty. The customer has opted for a deposit on a new valve instead of going through the normal exchange process for this part. Unfortunately we would not be able to accomodate the request for labor as this is not something covered under warranty. 

• Initial Complaint

  Date:08/29/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had the system for the last 2 years. In this period the system has leaked 5 times already. I had times where I shut the system down for like 3 months. Everytime I reach out thye make me go through so many hoops and in the end send me a $25 replacement part. It solves the problem but then happens again. I need a replacement Aquasure Quantum UV system.

  Business Response

  Date: 08/29/2024

  Hi 

  This is regards to the claim filed by *********************. Weve been informed of a new problem, but we havent yet received the necessary photos or details to fully understand the situation.

  
  Were keen to assist ***** and resolve this issue promptly. To do so, we need some additional information and images to diagnose the problem accurately. Once we have these details, we can proceed with troubleshooting and send any required parts to address the issue.

  
  If you could facilitate getting this information from Mizra, it would greatly help us in providing a swift resolution. Thank you for your support in this matter.

  Customer Answer

  Date: 09/03/2024

   I am rejecting this response because:

  I need a refund or replacement and Aquasure customer service is doing better. They are not even willing to send me any replacement parts.
  

  
  

  Business Response

  Date: 09/03/2024

  Given the numerous replacements we've provided, it appears the issue is related to your home's parameters rather than the unit itself.Seeing a recurring issue like we have with your unit is extremely rare. Unfortunately, we cannot offer another replacement at this time without completing the proper troubleshooting steps. Please let us know if you would like to proceed, and we can get started.
  
  
  
  
  

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The entire system failed catastrophically, causing resin beads to clog all of our water pipes and appliances. This severe malfunction affected our faucets, washer and dryer, refrigerator, toilets, and every other water-dependent fixture in our home. We have incurred thousands of dollars in costs for materials, labor, plumbers, and tools to attempt repairs, yet the issues persist, leaving our plumbing system completely compromised. Our experience with customer service has been equally disappointing and unacceptable. They have refused to cover a single dime of the extensive damage caused by their defective system. Additionally, they refused to send anyone to retrieve the failed unit, instead instructing us to personally transport their faulty equipment to a ***** location. This demonstrates a complete failure in both their product and their commitment to customer service, leaving us with a serious and ongoing problem. Their response to the extensive damage and complete system failure was entirely unacceptable. They offered to merely ship a replacement system, but we have lost all trust in their products. We are seeking a solution for all the damages caused by their defective system. This includes, but is not limited to, compensation for the replacement and repair of our toilets, faucets, refrigerators, water heater, washer, dryer, and any other affected appliances and fixtures. The extent of the damage to our water system and appliances is significant, and their inadequate response has only compounded the problem.

  Business Response

  Date: 07/10/2024

  At Aquasure, we strive to provide high-quality products and excellent customer service, and we are sincerely sorry to hear that we have fallen short in your case.

  
  We understand the frustration and inconvenience caused by the malfunction of the system, and we take your concerns very seriously. However, our warranty does not cover labor or any external fees, including costs for materials, plumbers, and tools. Our warranty is designed to cover the product itself and does not extend to cover damages incurred during installation or operation by third parties.

  
  In an effort to address your concerns, we offered to provide a full refund for the system upon return of the top controller unit. To facilitate this, we sent you a prepaid label to return the top controller, eliminating the need for you to transport the entire unit to a ***** location.

  While we empathize with your situation, we must reiterate that our warranty and policies do not allow us to cover additional costs or provide compensation for external damages and labor. We appreciate your feedback and will use it to improve our processes and customer service.

  
  If there are any other ways we can assist you within the framework of our policies, please do not hesitate to contact us directly.

• Initial Complaint

  Date:07/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Just two days after installing the Aquasure Harmony ****** ****** Grains Whole House Water Softener, our household faced chaos due to a defective unit. The distribution basket was broken, releasing resins into our plumbing system, leading to significant financial burdens. We've already incurred over $500 in costs for replacing kitchen faucets and toilet fill valves, with expenses continuing to rise.This ordeal has been emotionally traumatic. Every tap, faucet, showerhead, and toilet needed inspection, cleaning, and servicing. Our serene home was disrupted by this disaster.Given these circumstances, I seek restitution for the full extent of damages. I request a complete refund of $594.83 for the defective system and an additional $491.54 to cover accrued expenses. This total of $1086.37 only covers tangible costs, not the emotional hardships endured. Additionally, our kitchen ceiling was damaged due to water seeping through the upstairs bathroom floor, incurring further expenses, which have not even been included above.I urge you to consider the gravity of the situation and act swiftly to address our grievances. I placed my trust in Aquasure and was met with profound disappointment. I hope Aquasure's commitment to customer satisfaction will be honored by prompt refund of the full amount of $1086.37.Please advise on the refund process and provide an estimated timeline for receipt. Your prompt attention is greatly appreciated to alleviate our current burden and restore faith in your company.Thank you for your understanding and cooperation.Warm regards,*****************************

  Business Response

  Date: 07/08/2024

  Thank you for bringing ************************************* complaint to our attention.

  We sincerely regret the inconvenience she has experienced with our product. We appreciate the opportunity to clarify the situation and our efforts to resolve her concerns.

  ************** reached out to us in April 2024, approximately two months after purchasing the Aquasure Harmony ****** ****** Grains Whole House Water Softener, reporting an issue with the unit. After reviewing the pictures and using our expertise, we determined that the problem was caused by an installation error rather than a defect in the unit itself. Despite this, we offered ************** a replacement unit as a gesture of goodwill, which she declined. She then requested a full refund instead.
  

  To facilitate this, we provided prepaid return labels and requested that she return the unit to process the refund. Subsequently, ************** requested reimbursement for labor costs associated with the installation and repair. We explained that our warranty covers manufacturing defects and product issues but does not extend to labor costs incurred during installation or maintenance.

  Unfortunately, ************** never returned the unit as instructed. As it has now been more than five months since the purchase, we are no longer able to process a return or refund for the unit under our policy.

  
  We understand ****************** frustration and the significant inconvenience she has faced. However, our warranty and return policies are designed to ensure fairness and consistency for all our customers. We offered a resolution within the framework of these policies, but without the return of the unit, we are unable to process the refund she requested.

  
  We remain committed to customer satisfaction and are still willing to work with ************** to find a reasonable solution within the constraints of our policies. We value our customers and strive to address their concerns promptly and fairly.

  
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 07/10/2024

   I am rejecting this response because:
  Hello, 
  I am writing to address several unresolved issues regarding the water softener unit I purchased from your company. Despite my numerous communications with your team, I have yet to receive a satisfactory resolution. As an individual customer without the resources of a large ********************, I am seeking fair treatment and resolution for the defective product that has caused significant inconvenience and distress.
  Since the beginning of the year, I have been attempting to schedule an installation appointment for the water softener. Initially, the installer committed to a date in late February, prompting my purchase earlier that month. However, the installation was delayed until April 1st, after multiple follow-**** due to the installers crew being based in *********** and their delay in committing to our ***************** Consequently, I had no control over the timeline.
  The day following the installation, I reported the issue of resin beads being released into our pipes. Upon further inspection, the installers confirmed that there was no installation error but rather a defective and broken distributor basket deep inside the softener unit. As I have previously communicated, there was no possibility for the installers to have damaged the distributor basket during installation. The defective water softener product from the manufacturer was the root cause of the issue.
  Despite explaining this in detail, Aquasures response was to offer a replacement distributor basket roughly valued at $8. The installer had already replaced and fixed the issue on April 2nd, making the offer of a replacement part irrelevant. I have clearly outlined that this was not a resolution I was seeking. My reasonable expectations for a fair resolution have been flatly refused, leaving me feeling wronged and disregarded.
  As an individual customer, my purchase *** not significantly impact your companys revenues, but it has profound implications for my large family. Currently unemployed and with a tight budget, every dollar counts as we strive to provide a good life for our children. We were led to believe that a water softener system is essential for our area due to the hard water supply, and we invested in your product based on this need.
  Unfortunately, since May, personal circumstances have required my undivided attention. With an elderly and ailing mother under my care, three young children, and a challenging job ****, my time and energy have been stretched thin. Nonetheless, the distress caused by the faulty product and the inadequate response from Aquasure have remained a significant concern.
  It is unacceptable that Aquasures response to my serious complaint has been limited to offering an irrelevant $8 part. The products defect has caused considerable trauma in our newly purchased home, and the standard lip service provided does not address the magnitude of the issue. I believe it is only fair that Aquasure acknowledges the defect and offers a more appropriate resolution.
  I urge you to reconsider my case and provide a resolution that reflects the severity of the inconvenience and distress caused by the defective product. I hope for a fair and just outcome that demonstrates Aquasures commitment to customer satisfaction.
  Thank you for your attention to this matter.
  Sincerely,
  *******************
  
  
  

  Business Response

  Date: 07/11/2024

  
  We disagree with the customer's assessment that her installers could not have made any mistakes. Typically, issues like resin beads in the plumbing arise from installation errors, such as lines being plumbed in reverse, improper alignment of the riser tube and valve, or force used to press down the riser tube. Additionally, step 5 in the system startup section advises flushing out the closest faucet to prevent such issues throughout your home. Had her installers followed this step, they would have noticed resin beads in the sink and prevented them from spreading to the rest of the home. Based on the photos and details ************** has provided, it appears that steps were skipped or missed completely.

  
  Despite this, we still offered a full refund because we empathize with the situation. This offer was made three months post-purchase, already well beyond our return window. Unfortunately, ************** did not return the unit. As it has now been more than five months since the purchase, we are unable to process a return or refund for the unit under our policy.

  
  We understand ****************** frustration and the significant inconvenience she has faced. However, our warranty and return policies are designed to ensure fairness and consistency for all our customers. We offered a resolution within the framework of these policies, but without the return of the unit, we were unable to process the refund she requested.

  
  We remain committed to customer satisfaction and are still willing to work with ************** to find a reasonable solution within the constraints of our policies. We value our customers and strive to address their concerns promptly and fairly.

  Customer Answer

  Date: 07/16/2024

   I am rejecting this response because:
  
  
  Hello,
  
  I appreciate your response. It is disheartening to see how a customer like myself, facing significant challenges, receives little support or responsibility acknowledgment from a large company. Despite the technical explanations provided, my family has endured substantial inconvenience due to the issues with your product. 
  
  Here are some observations and concerns regarding our experience:
  
  1. The installers from *********** demonstrated the installation and functionality of the water softener, showing clear water being dispensed from our kitchen and half bathroom taps before they left.
  2. Later that day, within a couple of hours of installation, our house guests noticed dirty water with yellow beads being released in the upstairs bathtub. We discovered that all the faucets in our house were dispensing similarly contaminated water.
  3. The installers returned the next morning to inspect the issue. Upon closer examination, they discovered that the distributor basket inside the cylinder unit was broken, a defect present from the manufacturer. Although the final inspection on April 1st showed clear water, the beads began releasing into the water a few hours later, unrelated to the installation process.
  4. Contrary to your mention of a unit replacement option, we were only offered a replacement of the broken distributor basket, valued at approximately $8. Since our plumber had already replaced the faulty part on April 2nd, this offer was not a suitable resolution. I have repeatedly explained that replacing the distributor basket does not address the magnitude of the issues we faced due to receiving a defective unit initially.
  5. Throughout our previous communications, the urgency and significance of the time factor were never conveyed. Our family had to prioritize other pressing issues before resuming this matter. We believe we have been wronged and seek reasonable compensation for the extensive damage caused by the faulty unit. This has led to the replacement of several faucets and other plumbing accessories throughout our house.
  
  Our kitchen ceiling remains unrepaired, sustaining extensive water damage from the resin beads released into our water system. We have received substantial estimates indicating that the entire kitchen ceiling will need to be repaired and repainted. As new homeowners, these unexpected expenses have left us feeling wronged and regretful of our purchase of the Aquasure system. Despite your companys commitment to customer care, we feel ignored and unfairly treated.
  
  We are simply seeking a fair resolution to the significant issues caused by the faulty unit. I hope this matter can be resolved amicably, ensuring that we do not endure further inconvenience.
  
  Thank you for your understanding and cooperation.
  
  Sincerely,  
  *****************************
  

  Business Response

  Date: 07/17/2024

  We understand ****************** frustration and the significant inconvenience she has faced. However, our warranty and return policies are designed to ensure fairness and consistency for all our customers. We offered a resolution within the framework of these policies, but without the return of the unit, we are unable to process the refund she requested.
  
  We remain committed to customer satisfaction and are still willing to work with ************** to find a reasonable solution within the constraints of our policies. If the customer rather replace the full tank and claims that was never an offer, we can offer a replacement tank now. Otherwise there is no additional compensation we will be able to offer. 

  Customer Answer

  Date: 07/18/2024

   I am rejecting this response because:
  
  Replacement of the unit at this time is unacceptable. We have already paid for plumbers and completed the necessary repairs. Therefore, we are requesting that Aquasure reimburse us the reasonable amount of $1,086.37, as detailed in our previous communications. This amount represents only a portion of the total expenses we are incurring due to the original faulty unit provided by the company.