Complaints

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Poor communication and never get back to you to answer questions. The water system we purchased from them is not working. I have called more than 10x in and was told they would get back to me and havent. Now when I call a recording comes in and says this number is screening calls and can not take your call. I would like someone to get back to me and come and make repairs as needed.

  Business response

  10/16/2024

  Dear Mr. ****************** you for reaching out and sharing your concerns. We sincerely apologize for the communication issues youve experienced.

  
  Upon reviewing your complaint, we found that our phone system may have been experiencing technical issues, which we are currently addressing with our phone service provider to ensure that all calls are properly received. Please know that we have staff available Monday through Friday from 9:00 AM to 5:00 PM and Saturdays from 9:00 AM to 12:00 PM, and we always strive to answer calls during these hours.
  
  Regarding your water system, we understand your frustration and are committed to resolving the issue as quickly as possible. Our service tech will prioritize scheduling an appointment to service your system at a time that is most convenient for you.
  
  We deeply regret any inconvenience this has caused and appreciate your patience as we work to make things right.
  
  Thank you for bringing this to our attention, and we look forward to resolving the matter promptly.
  
  Sincerely,  
  ****** Griffith   
  Office Manager  
  AAA American Water LLC

  Customer response

  10/17/2024

   
  Complaint: 22429041
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 10/17/2024 4:12:52 PM
  Thats the conversation that I had with the guy that sold me both the fence and the water. Justice is his name. He also was the one that blocked me on our text messages they were supposed to pull permits before the put up the fence but they did not 

  
  
  Sincerely,
  
  ***** ****

  Business response

  10/18/2024

  The customer requested a settlement in the form of a repair for his system. Our service technician contacted Mr. **** on October 16, 2024, to schedule the service. Mr. **** indicated that he would call us next week to confirm whether Monday or Tuesday would be most convenient for him.
  
  We advise our customers not to reach out to our representatives directly on their personal cell phones, as we do not monitor or have control over those communications. Any correspondence outside of our main office number will not be recorded in our system, and we cannot be held responsible for it.
  
  Thank you for your understanding.

  Customer response

  10/21/2024

   
  Complaint: 22429041
  
  I am rejecting this response because:

  So can the show me the permit that was clearly needed to put a fence around my house? As per highlands county a permit needs to be pulled before any work is done. Please show me the permit you guys pulled 
  
  Sincerely,
  
  ***** ****

  Business response

  11/25/2024

  The initial complaint was about service. Our technician visited the customer's home on October 21, 2024, and serviced the water system. Everything was functioning properly, and the customer expressed satisfaction, indicating he would withdraw the complaint. Now, we are hearing something about a fence, which is new information to us. This is the first we have heard of it. The complaint pertains to AAA American Water LLC regarding a water softener. Thank you.

  Customer response

  11/25/2024

   
  Complaint: 22429041
  
  I am rejecting this response because:you guys did fix the water issue yes! But in regards to the fence that I clearly took a loan from you guys. I was never payed back for the permit that I pulled. And I was told that I would by your salesman and you denied all convo in had with him. So I lose not you. But thank you. For not been an honest company 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/21/22 we paid AAA American Water LLC ******* to install the Hague Water Max purifying/softening water system. Last week our system started beeping and the right side tank is 3/4 full of water (which shouldn't happen). I tried to call the listed number of ************** and never got a callback. I even went on their ******** page and left a urgent message via CHAT and still have gotten no reply. I just want them to come and fix this problem. We live in an area that has incredibly horrible water, thus needing this kind of service, also my husband is an ALS patient and we rely on clean soft water. PLS HELP!

  Business response

  10/15/2024

  We sincerely apologize for the inconvenience and frustration experienced by our customer regarding their water system. We value all our customers and take their concerns seriously.
  
  We take all customer concerns seriously and strive to provide prompt and effective service.
  
  Upon reviewing our records, we found no record of the customer contacting us regarding the issue with their water system, either by phone or through our Facebook page. We understand that communication errors can happen, and we sincerely apologize if the customer experienced any difficulties reaching us.
  
  Despite not receiving any prior communication from the customer, we are fully committed to addressing their concern. We would be happy to schedule a service technician to inspect the system and ensure it is operating correctly.
  
  We are committed to improving our communication practices to prevent delays like this in the future. Our goal is to provide reliable service to all of our customers, and we will continue to follow up with the customer until this issue is fully resolved.
  
  Thank you for bringing this to our attention, and we will ensure that the matter is handled with the utmost care.
  
  Sincerely,  
  Roxana Macias 
  Business Owner 
  AAA American Water LLC  
  (407) 350-5346

  Business response

  10/16/2024

  Business

  Most Recent Message

  Date Sent: 10/15/2024 7:42:06 PM
  We sincerely apologize for the inconvenience and frustration experienced by our customer regarding their ********************** system. We value all our customers and take their concerns seriously.
  
  We take all customer concerns seriously and strive to provide prompt and effective service.
  
  Upon reviewing our records, we found no record of the customer contacting us regarding the issue with their water system, either by phone or through our ******** page. We understand that communication errors can happen, and we sincerely apologize if the customer experienced any difficulties reaching us.
  
  Despite not receiving any prior communication from the customer, we are fully committed to addressing their concern. We would be happy to schedule a service technician to inspect the system and ensure it is operating correctly.
  
  We are committed to improving our communication practices to prevent delays like this in the future. Our goal is to provide reliable service to all of our customers, and we will continue to follow up with the customer until this issue is fully resolved.
  
  Thank you for bringing this to our attention, and we will ensure that the matter is handled with the utmost care.
  
  Sincerely,  
  ****** Macias 
  Business Owner 
  AAA American Water LLC  
  **************

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted AAA American Water's office, service and another person involved with this company for 5 month's regarding my water conditioning unit that I purchased over 5 years ago, that I have had numerous problems with. I have been promised that someone will come out and correct my problem, but NO ONE has called or shown up. I am really disappointed in the service that I have received from this company and am retired and older person that served our country, so sad that I can not get any service from this company. Please help me.

  Business response

  12/19/2023

  When a customer contacts our office seeking service, we inform them about the applicable service fee. If the customer agrees to the fee, we proceed with scheduling an appointment to provide the service. The scheduling time frame typically ranges from 24 to 72 hours, depending on factors such as the nature of the system issue, availability of necessary parts (if in stock), and the customer's own availability.
  
  On November 30, 2023, our service technician, *****, spoke with ************************. ***** informed ************************ about the service fee and inquired about his preferred service scheduling. However, ************************ requested an invoice or quote before allowing us to proceed with servicing his system. Our service technician explained to ************************ that we would provide him with a receipt or invoice once the service was completed, as we cannot generate it beforehand without knowing the specific issue with his system. In response, ************************ expressed his decision not to proceed with our services. Subsequently, we received a complaint following the phone call.
  
  We are more than willing to assist ************************ with his system, but it is necessary for him to allow us to provide our help. To initiate the service scheduling process, we kindly request that he contact our office at **************. During the call, he can provide ************** with details regarding the issue, specify his availability, and we will proceed accordingly. Please note that there is a service fee, and once the service is completed, we will provide ************************ with a receipt of payment.

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday Oct 28, 2023 around 3pm or so, I noticed a low water pressure in my house, and I wondered. Then my neighbor came and told me: your water system is broken a lot of water is coming out of it. I quickly went outside, lift the cover and to my surprise yes it was like a waterfall coming out of it. I quickly call the company number ************ with no answer. I remember I had the salesman cel number and call. Mind you the water still coming out of the system. I call ****************** again and told him: "listen, no ones answer and water still coming out". He quickly gave me the name and cel number, of the repair man. ************** told me he wasn't going to be able to come to check and fix because he had more customers, and next day he was going to church. Well, I call my neighbor and he got to shut the valve of the system and the water cease. On Monday, ************** came in Monday 10/30/2023 morning, check the system and saw it was blown. He calls the company to inform of the incident. He told me: "Listen, the company just told me the replacement will cost you $800.00 plus my installation service. To this point I was frustrated. And I show him the contract: Only 1 year in use, bought it on 06/23/2022. As you can read here it has 25 yr. warranty". I did call the company, around 12:28pm with the same reply; I was responsible of paying the part. And the warranty does not cover it. This is fraud. Promising one thing and not assuming it. Now I have a water system that is not working, and the company is not going to take care of it unless I pay the replacement. Plus, are not going to pick up the system because I own it. But have to keep the payments to other company. Pay more money and no warranty. Already paid 16 monthly payments of $98.00 but AAA American Water LLC can not take responsibility of their warranty. I want my system to be repair it.

  Business response

  12/19/2023

  We always have a representative answering our phones Monday - Friday 9:00 am to 5:00 pm and Saturday 9:00 am to 1:00 pm. If our representative is on the other line helping another customer, our phones send you to our voicemail and we will return your call. Another way to contact us is via our toll free number or our business email address which you should have in your documents, if misplaced you can find us online. 

  October 28, 23 was a Saturday. Our service technician was nowhere near the customer's area and couldn't get to that area that day. But he did instruct her to shut off the system so he could come take a look at in as soon as he was available. The following day was a Sunday and our office is closed. ************** ***** went on Monday, October 30, 23 He did an assessment and informed the customer about the labor charge and service call which was a total of $800. The customer was upset and we *********************** & Service tech) tried to explain that the parts were covered but not the labor or service call. She wanted us to pick up the system but we explained that once the finance company gives her the loan to purchase the system we can no longer pick it up since it's no longer ours. She refuse the service and nothing was done.

  November 02, 23 we had our service technician call the customer and offer the service at half price ($400) to make her happy. She agreed. We went out to her home and replaced the tank, computer, drive piston and put new carbon. The customer is happy and pleased with the service, the price and her system. We have not heard from *********************************** (customer) or his wife. To our understanding they're happy.

• Initial Complaint

  12/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Bought a water system 3 years ago. It stopped working and I've called for service 4 times. One time I got a response from the tech telling me he was busy but would come Monday. No call, no show. Called office and they promised me the tech would call. It's been 4 days and no call no show. Obviously this company is out to sell systems that they won't stand behind.

  Business response

  01/18/2023

  Hello our service technician let us know that he took care of this customer. He went to the customers home on December 14th, 2022 to do a service on his system and fixed it. Please let us know if anything else is needed. Thank you! 

  Customer response

  01/21/2023

  
  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

  09/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The company stated that if we had a test of our water that we would receive a free $50 gift card for letting them test our water to see if we needed a water softener. I've called three times and we have still not received the gift card.

*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. ↩