Complaints

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

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  United Distributors Inc

  11225 Saint Johns Industrial Pkwy Jacksonville, FL 32246-6620

  
• 

  United Distributors Inc

  3403 Bemiss Rd Ste E Valdosta, GA 31605-7067

  

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:11/08/2024

  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.

  Installed whole water filtration system with this company in 10/2023 ($6195) - signed agreement 10/12; install 10/17 Had FIRST leak in main water line five days after install. Upon investigation with plumber, found install was not done to code (did not meet plumbing code) but UDI wanted to take no responsibility for leak despite the house having no issues prior to install. Leak occurred under concrete pad and ultimately cost us an additional $5951.50 to address/fix. UDI came back out in December and redid the plumbing “to code” and offered to provide grass seed (not the same seed as the current grass ultimately). Then on 11/1/24, experienced SECOND leak in the main water line (this time in the last repair done by them in 12/2023). Contacted the company with no response yet they outreached us for our annual REQUIRE maintenance in October ($149). Second fix cost us $470. In doing research, cannot find an active plumbing license or business license for their company to work in the state of Georgia (last active 2019). Will likely take to small claims court but would like to report this to hopefully help others.

  Customer Answer

  Date: 11/08/2024

  Please see attached documents with the business logo (name)

  Customer Answer

  Date: 11/08/2024

  Company of issue: 

  UDI (United Distributors Inc)

  ***** *** ***** ********** **** *

  ************, FL  *****

  ************

   

  Owner: ***** ************* = direct line)

  Sales Manager: ***** ***** ************* work; ************ cell)

  Installation Manager: **** (904-********)

   

  Installation of *** ******* *****) Commercial Water Processor on 10/17/23

  - Installed directly into main water line at point of city access in front yard (bottom of graded yard)

  **NOTE** was not installed according to International Plumbing Code (installed less than 12" below ground) - scheduled to be "fixed" on 12/09/23

   

  Leak noted on 10/22/23 - found to be main water line at point of original tie in from when home was built in 2007 (16yrs of ground settling - clay soil)

  - Shut water off to house at main water shut off at road early AM 10/23/23

   

  Leak detection performed on 10/30/23 w/ subsequent fix by plumber (***** **** ********* *** - 1*** ****** ****, Columbus, GA  31907; ************; (***** ****** ***** - ************)

  - ******** ***** ***** (************):

     - Usage 09/28/23-10/16/23: 9ccf (47.36 cf/d)

     - Usage 10/17/23-10/31/23: 8ccf w/ water shut off 10/23-10/30/23 (100 cf/d)

   

  Upon completing concrete work for plumbing fix (***** Invoice #**** for $4660.50), found subsequent damage to foundation on 11/03/23 and reported to USAA (***** Invoice #2624 for $1011 + ******* *********** & ************ Invoice for $280). (SEE ATTACHED ) 

  Business Response

  Date: 11/20/2024

  UDI and Ms. ****** have resolved the issue.  The repair expense for the leak at the main line were reimbursed to the customer.

  Customer Answer

  Date: 11/22/2024

  Our official response will be as follows:

   

  UDI has agreed to reimburse us for the second leak in the main water line (leak noted 11/2/24; leak found to be secondary to corrective work completed by UDI technician on 12/9/23). UDI continues to deny any responsibility for the first leak in the main water line (leak noted 10/22/23) despite questionable quality of work during initial installation and subsequent fix (did not install according to plumbing code during initial installation plus additional leak secondary to corrective re-work completed 12/9/23). We have accepted full reimbursement ($1064) for the second, most recent, leak but will likely pursue additional reimbursement through small claims court for costs associated with the initial leak (noted 10/22/23).

  We will outreach the BBB again to reopen this case if payment not received with the next coming weeks.

  Thank you,

  ******* * ****** ******

  Customer Answer

  Date: 11/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Our official response will be as follows:

   

  UDI has agreed to reimburse us for the second leak in the main water line (leak noted 11/2/24; leak found to be secondary to corrective work completed by UDI technician on 12/9/23). UDI continues to deny any responsibility for the first leak in the main water line (leak noted 10/22/23) despite questionable quality of work during initial installation and subsequent fix (did not install according to plumbing code during initial installation plus additional leak secondary to corrective re-work completed 12/9/23). We have accepted full reimbursement ($1064) for the second, most recent, leak but will likely pursue additional reimbursement through small claims court for costs associated with the initial leak (noted 10/22/23).

  We will outreach the BBB again to reopen this case if payment not received with the next coming weeks.

  Thank you,

  ******* * ****** ******

  Regards,

  ******* ******

   

• Initial Complaint

  Date:11/17/2023

  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.

  We were sold the whole house water filtration service by United Hydro sometime around 08/2022 on the premises that we would never have to worry about hard water (as long as we added softener) and that if we ever needed a technician to come out there wouldn't be any charges/fees. Even if we moved to a different state (without limitations to how frequent we move) they would move our water filtration systems for free and it would maintain it's warranty. Besides the cost of the product, me and my wife were lead to believe all we would ever need to pay for in the future is filters for under the sink and additional solution that cleans the water softener unit. So thinking this was a great deal we bought into it. At first, our water was noticeably softer. Now that it's been some time, I'm noticing the hard water problem came back. I have followed up with all maintenance they require and keep the salt topped off at all times. I think the system just needs to be adjusted as we're getting mineral deposits everywhere water evaporates on a surface (cups, sinks, shower, etc...). I tested for dissolved solids and it read over 350. Knowing this might be as simple of a fix as adjusting the system knob to dispense more/less salt - I called for my second service appointment today - 11/16/2023. They informed me there would be a service fee for almost $100! I told the rep that we were mislead and she failed to do anything to resolve it. Not only was I not expecting any fee from over-paying for a filter system and promised we only pay for filters/solution, but we had a service from them on 7/24 where they used shady practices too! Our first service call was a little less than a year after our installation. I called and they said the price to replace the under-sink filter was $200. They failed to mention this price included a service fee and just the filter. If I knew I would have just easily installed them myself!

  Business Response

  Date: 11/20/2023

  See Attached 

  Customer Answer

  Date: 11/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. I am very grateful we were able to come to a middle-ground understanding and wish this fix will make us fall in love with the product again. I will make sure to update the original complaint to make sure the response was satisfactory and that there may have been a miscommunication in the DIY filter replacement options and that regular maintenance is required on the whole-house softening which included service fees. Once this is corrected I'll update the response according.

  Warmest Regards,

  ****** ******

   

• Initial Complaint

  Date:08/02/2023

  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 paid to have a part replaced after Georgia had a statewide freeze with pipes bursting. It wasn’t fix properly bc it keeps running and causing some kind of leak or running water where My bill averages that usually averages about $50 has been $300 for the past two cycles. the plumber said the softener won’t stop running even why he tried to put it in bypass mode. I’ve sent a message weeks ago asking for someone to fix it but no response making me have to cut my water off and stay in a hotel or with someone when I’m in town to keep from being charged such a high bill.

  Business Response

  Date: 08/07/2023

  UDI had one of our service tech supervisors, ******* ******, visit Ms. ********* ********* on 8/3/23 at no charge.  The issue of the water running appears to be another appliance or leak that is causing this situation.  Here is the notes from ******* on the job:

  "Completed check of system,  found not leakage coming from UDI system. Did routine maintenance and left system in bypass. And water turned off.
  Customers water meter continued to spin with system in bypass.  Must be a leaking appliance inside or a line leak under the house. I looked and listened for water under the house. Nothing visible.

  If Ms. ********* is still having issues, we will be happy to help her as much as possible.

  Regards,

  ***** ***************** (*************

• Initial Complaint

  Date:01/03/2023

  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 pipe coming out of the water filtration system burst so I immediately had to shut off the main water to the house to prevent more water from spilling. I've contacted the company repeatedly to schedule a technician to repair the busted pipe. The company had not sent anyone to my house to repair the pipe and I have been without water for 3 days! Customer service is unhelpful and very rude! This company is horrible and seemingly enjoys taking customers money. The piping used to install the water filtration system is not standard piping and suggests the company used cheap materials on customers homes to cut cost and increase revenue for the company. This company purposely uses the incorrect material to make money off of its service calls to customers.

  Customer Answer

  Date: 01/10/2023

  This email is in reference to case number ******** with UDI Water. My name is **** ****** and I am emailing to provide an update on my case. UDI & myself have come to a resolution and I seek to have this case closed with the BBB. If additional information is needed please contact me via email or phone at **************. Thank you.

   

   

  Ms. **** ******, Owner

  *** ******** ****

• Initial Complaint

  Date:10/11/2022

  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.

  We had our service appt and expressed the desire to have the system redone because it was turning our water black and it is about 10 years old. We were told by the rep that the parts would be ordered and we’d hear back. We have heard nothing and have called numerous times only to be able to leave a vm. Our calls are never returned and it has been over 6 months

  Customer Answer

  Date: 10/12/2022

  This business has responded and promptly resolved the issue 

• Initial Complaint

  Date:08/04/2022

  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 been trying to contact UDI about a water system that was put in my home and tried to cancel the contract before it was up and I received no pick up when calling during buisness hours. I was then told from a rep that called 5 days after I tried to cancel that it was too late, I was pass the the 3 day period. I spoke the rep from the financial company and they told me it’s nothing they can do it is up to UDI to cancel the contract and pick up the machine. I then called and did not get anyone to pick up the phone for almost a month. I called the financial company and they even tried to call and they got a call back 3 days later and stated that the UDI company did not get my call in time to cancel my contract. While trying to tell the rep that came to my house to complete the deal for the contract I told them I did not want the machine however I was told since the machine has been installed it’s no longer a option and “I had to sign” or it would be considered stolen property if I didn’t sign. I signed a contract in order to stay out of trouble not because I wanted to. Which in fact is unethical. I then called UDI the next day and got no one to pick up the phone and left a VM for a **** or ****** he then called me back 2 days later and stated that he would send someone out after I told them I did not want the machine and someone needs to pick it up and stop posting late payment on my credit. He sent a text out that I had to pay $100 dollars for to look at the machine and say” It’s working fine” when I was under the impression that the machine would be removed. That’s when the rep left his name and number and showed paperwork of other homeowner complaints and stated that he was leaving the company for it’s unethical practices and stated if we needed anything to let him know but he would be leaving the company within days as well. Fast forward to today, I received a letter that a UCC filing was put in for my home. This is a issue I need resolved.

  Business Response

  Date: 08/18/2022

  In response to the complaint of ***** ******* ******, UDI respectfully agrees to disagree.  Here is the timeline as it occurred:  On October 6^th, 2021, *** ***** our sales representative made the sale in *** ****** * home.  As is the case on all sales and on our contract, there are 3 business days to cancel said contract.  On October 7^th, 2021 the system was installed and financing was secured by Aqua Finance.  Well after the initial recission period, our public relations representative arrived on Oct 15^th to go over the financing and maintenance of the system (see attached paperwork).  At that time, the comments made by the customer were that “he loved the system, it is great”! There is even a 2^nd recission period on the financing paperwork which ended on October 19^th (see attached paperwork).  There was no cancellation of the sale during either recission period.

   

      We first heard from *** ****** in Dec 2021.  On Dec 13, 2021 our service tech ******* serviced the system, and found it to be producing soft water as promised.  He again thoroughly explained how to properly perform basic maintenance.  *** ****** was charged $95 for having a Technician come out at that time.

   

       In February 2022, we received a call from Aqua finance saying the Customer was requesting to cancel the contract.  We will always honor our agreement to the customer & Finance company, which is to make sure the equipment is working properly (not to remove the equipment months later and invalidate a legal contract.)  We again serviced the equipment (at no charge). 

   

       ** ****** has invested in a great product that we are more than willing to service.  We are sorry that for whatever reason after the fact he got buyer s remorse and wanted out of the purchase.  But he did not in fact cancel this transaction during either recission period.  Some of the claims made are simply not true.  Our public relations man is a elderly gentleman that fills out a satisfaction survey in every home.  He would not imply cancelling the contract after installation was akin to stolen property. Also, we have 75,000 customers stretched over many states.  Answering the phone promptly is the only way we can conduct business. If you read our reviews at this very BBB or check our reputation, we are known for fast prompt service.

   

       We want all of our customers to be happy with their purchase.  I will authorize our service department to perform a maintenance check at no charge and even include his 1^st year filter change on the Reverse osmosis system for free ($200 value) if he sees fit.

       I have attached the previously mentioned paperwork to this response.  If you have any questions, please feel free to call.  Thank you for the chance to respond.

   

                                                                                     Sincerely,

   

   

                                                                                      **** *********

  Business Response

  Date: 08/18/2022

  In response to the complaint of ***** ******* ******, UDI respectfully agrees to disagree.  Here is the timeline as it occurred:  On October 6^th, 2021, *** ***** our sales representative made the sale in *** ****** s home.  As is the case on all sales and on our contract, there are 3 business days to cancel said contract.  On October 7^th, 2021 the system was installed and financing was secured by Aqua Finance.  Well after the initial recission period, our public relations representative arrived on Oct 15^th to go over the financing and maintenance of the system (see attached paperwork).  At that time, the comments made by the customer were that “he loved the system, it is great”! There is even a 2^nd recission period on the financing paperwork which ended on October 19^th (see attached paperwork).  There was no cancellation of the sale during either recission period.

   

      We first heard from *** ****** in Dec 2021.  On Dec 13, 2021 our service tech ******* serviced the system, and found it to be producing soft water as promised.  He again thoroughly explained how to properly perform basic maintenance.  *** ****** was charged $95 for having a Technician come out at that time.

   

       In February 2022, we received a call from Aqua finance saying the Customer was requesting to cancel the contract.  We will always honor our agreement to the customer & Finance company, which is to make sure the equipment is working properly (not to remove the equipment months later and invalidate a legal contract.)  We again serviced the equipment (at no charge). 

   

       ** ****** has invested in a great product that we are more than willing to service.  We are sorry that for whatever reason after the fact he got buyer s remorse and wanted out of the purchase.  But he did not in fact cancel this transaction during either recission period.  Some of the claims made are simply not true.  Our public relations man is a elderly gentleman that fills out a satisfaction survey in every home.  He would not imply cancelling the contract after installation was akin to stolen property. Also, we have 75,000 customers stretched over many states.  Answering the phone promptly is the only way we can conduct business. If you read our reviews at this very BBB or check our reputation, we are known for fast prompt service.

   

       We want all of our customers to be happy with their purchase.  I will authorize our service department to perform a maintenance check at no charge and even include his 1^st year filter change on the Reverse osmosis system for free ($200 value) if he sees fit.

       I have attached the previously mentioned paperwork to this response.  If you have any questions, please feel free to call.  Thank you for the chance to respond.

   

                                                                                     Sincerely,

   

   

                                                                                      **** *********