Complaints

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• Initial Complaint

  Date:10/04/2024

  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.

  The reverse osmosis system they installed has broken multiple times. They fix it and it breaks again. The quality of water coming into my house is still poor even though I have 2 systems supposedly filtering the water. The customer service is horrible. They told me and my husband to take our 1 year old baby and go to a hotel when we were left without water in the middle of the week. The entire experience has been horrible and now Im stuck with a $12k debt and they are not paying that debt when I no longer want this system. I want them to take it and erase my debt.

  

  Business Response

  Date: 10/04/2024

  We apologize for the inconvenience and understand your frustration. We are grateful for your opinion. Firstly, your equipment is a 2 membrane Whole House Reverse Osmosis System Unit, which is made up of 3 pre-filter tanks, a 300-gallon reserve tank,ozone equipment and two suction pumps. Since this is a large system, it requires more maintenance. As you indicate in your comment, your equipment has previously had 2 issues which were immediately fixed, we repaired it at no cost, since your equipment has a 2-year warranty. Secondly, we would like to remind you that it is a machine, and it can fail due to many factors, for example, an electric surge, bad weather or variation in your well.
  We have sought immediate solutions every time it has been required. The problem the equipment presented was resolved and was left working perfectly. Our commitment to customers is fundamental and its our priority. Thank you.

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22377871
  
  I am rejecting this response because:
  In addition and response to the comment made by H2O below, my system has broken more than 2 times. It has broken like 4-5 times and it is currently broken again. Below are the points that H2O is not explaining to their customers:
  - I have a ********* tank on a 3 bed/2bath home when I am supposed to only need a 250 gallon tank. The Ozone equipment they referred to is to clean the water; and I only have 1 when for a 500 gallon tank I am supposed to have 2. My water was tested by a 3rd party and it is still dirty.
  - I do have a 2 year warranty and have had so many issues so far. I shouldn't need to use my warranty so many times. I wonder what is going to happen when I dont have a warranty anymore; and according to the manager at *** I can just buy another warranty. (so putting more money into the companies pocket with a faulty system)
  - Thirdly, I understand this is a machine, but the things breaking shouldn't happen at only a year into the system.
  - Also please explain clearly to your customers that I had to argue and state I wanted a cancelation before they sent a technician to my house to fix my water system that stopped working and stopped providing water to me, my husband, and my 1 year old son at 8pm on a Tuesday. The manager told me to take my family to a hotel, and when they finally sent THE SAME technician to my home, the TECHNICIAN confirmed my system is broken and its been broken since the day it was installed. We even expressed the extreme amount of water that spills from the system and they told us to get pipes ourselves to drain the water to the front of my street when that is H2O responsibility.
  - Dont forget the discrimination to me and my husband; and telling us that we will not win against them since they are a company and the bank is going to take their side. Words from H2O manager himself.
  - I have videos and proof of the faulty system and I am making this review to protect hard working innocent customers from getting scammed.
  Like I mentioned, the least the company can do is come and pick up their system and take back the debt because it is unfair to pay for something that does not do its purpose. I am not the only customer dealing with this issue as well. H2O loves to get 5star reviews when the system is first installed showing how happy customers are, but dont show the reviews after the system has been installed for a couple of days and starts having problems.
  
  
  Sincerely,
  
  Diawara De Los ***** ******