ComplaintsforFlorida Energy Water and Air

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I started my business with this company because of a ********** water test. I have a well and had a chlorine system installed from Culligan in 2017. They sent a salesperson to the house to show me their water system. I declined the system because of the ********* price. The next day I got a call about the salesperson and a question of why I didn't buy the system. I explained it was the price. I was offered a filtration system for approximately ******* installed because it was a "demo". They installed the system. After a few months I began to have issues. After multiple service calls I was told the system would not work for my well and they replaced that top of the line system with a chlorine system, which is what I had before. They "did me a favor" by giving me a 1 year warranty on it. Less than a year in my chlorine pump failed and was replaced by them. In January I believe, I contacted them because my charcoal tank head quit working. I was charged ****** for a service call. The technician told me it was a bad head and the power plug was also the wrong one. He told me it's under a 10 year warranty but I'd need to pay for shipping for parts. After 3 months I called asking about the parts and was told they were never ordered. I was told I have to turn in my old parts before they will order new parts. I would also have to pay another service call for them to come out. I offered to bring my parts in to them and they told me no. And they will not order parts for me without my old parts first. My chlorine pump failed again and I had to order one off ****** because of this joke of a company. I've been asking to speak to someone in higher management than the snobby lady that I'm always stuck talking to but she never has anybody call me or give me a number. My system has not been working properly in over a year. I recommend not working with this company. They're all about the money, not the customer service. Hire local small companies or hire ********.

  Business response

  09/26/2024

  Customer is set for service and will resolve ASAP

  Customer response

  09/30/2024

   
  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.

  I want to thank ***** (sic), the ************** Technician that came to repair my system. He was able to correctly diagnose my system which ended up being much less of a problem than the initial diagnosis. He also serviced my system and verified everything was in working order. I will definitely only be asking for him in the future for maintenance as I was 100% satisfied with his service and professionalism. 

  Sincerely,
  
  **** ******

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Extremely disappointed, We had a $7,850.00 water treatment installed however while getting it installed the installation team took our UV purelight which is $2,226.00. They thought we didnt need it anymore but We owned it for 2 weeks and I couldve returned it to get my money back. They said they wont fix what their employees did & they will offer a discount on a new one I dont need new one if i got the water treatment We got screwed over for a mistake that one of their employees did Mind you the water installation person did not show us our old unit where it was attached and we would have saw it, he only showed us our new unit and how to maintain it. Didnt even give us an owners manual. So the company offered us a 1.10% discount on UV light that we dont need.2. they would not give us a discount on the water treatment.3. They will not reimburse us.4. Will not fix their employees mistake.5. It was my product they took that I spent $2,260 on.0/10 Do not recommend this company. They cant make it right with the customer.The company for my UV light was ******* Water LLC. in *****.

  Customer response

  09/18/2024

  Hello, **** from Florida energy has contacted me. We discussed a solution where it meets in the middle for both us and the company. **** spoke with his managers and they suggested to give us a $1,000.00 discount on the product we purchased. Turns out they already got paid but **** offered another solution, He and his manager approved to send me and my partner **** a $1,000.00 to give us some compensation for their employee mistake.

  Customer response

  09/18/2024

  Date Sent: 9/18/2024 11:43:18 AM
  Hello, **** from Florida energy has contacted me. We discussed a solution where it meets in the middle for both us and the company. **** spoke with his managers and they suggested to give us a $1,000.00 discount on the product we purchased. Turns out they already got paid but **** offered another solution, He and his manager approved to send me and my partner **** a $1,000.00 to give us some compensation for their employee mistake.

• Initial Complaint

  09/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our Water Softener in 2018. We were upside to the wifi system so we could track it on our phones. The units wifi system has never worked. We have asked numerous times to have a manager come out and help get the wifi hooked up nobody has ever come. We recently had the machine serviced "tune up". The tank that holds the water is apparently no longer apart of the service. We woke up a week later after paying a good amount to absolutely no water in our house. The person who scheduled the original service said we had a 30 day warranty from the date of service. I called and spoke to the service department and they had me scheduled for another technician to come out and when he called he told us that it would be labor, minerals, and carbon that now had to be done. The technician who called was very courteous and polite. Spoke to the office who was no help. Supervisor called and said the same thing word for word that the office staff told me. Supervisor then tells me that the warranty i was told about was only for work that was done. The machine since day one will work for 3-4 months and then it will break again.

  Business response

  09/18/2024

  Have called, text and emailed several times. We stand ready, willing and able to address concerns.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  8/10/24 ***** approached me at ********** waring a ********** uniform. She assisted me with an issue then proceeded to sell me a deal. If I answered questions I would be entered in a ********** raffle for $500. I answered her questions. She said that since I was a home owner if I speak to the ********** help desk to verify she spoke with me I would receive the $500 no questions asked. I talked to the helpdesk, it turned out that they set me up for a in home water testing visit. I felt obligated because ***** was so helpful so I said OK only if the $500 was real. She assured me that I would get a gift card from ********** for $500. **** came to my house on 8/12/24 waring a ********** uniform and sold us a RainSoft water system and air purifier for $10,595. During our meeting I told **** 3 times, the only reason he made it to my house is because he was to deliver a $500 ********** Gift Card. **** assured me that we were going to get the $500 ********** Gift Card but he was not the one to give it to us but to wait for the inspector. Install was 8/14/24. Inspector **** came by on 8/15/24. We asked how do we get the $500, **** said, he never heard of a gift amount that high, he took a voucher that was given to us by **** and said to simply call the phone number and they will send the gift to us. My wife called 8/19/24, the card was only for $20. I called the corporate office 8/19/24 and spoke with **** the finance manager per ****'s direction and she said that the department that could help me will call me back about the situation shortly. It is now 9/04/24 and I still have not heard from them after leaving a message for ****. At this point I think that they falsely roped me in by offering the $500 and I am now wondering how many other people that they are doing this to. I am now forced to file this complaint and I'm also looking into a class action against FL Energy, water and air, along with ********** and Rain Soft to see how many others are affected by this scam.

  Business response

  09/11/2024

  Discussed situation with customer and found resolution

  Customer response

  09/14/2024

   
  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

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchase 2 air conditioner unit from florida water energy in July 2022 and from day one we have been having issues. The unit is constantly getting clog up. They said its because of the temperature in florida so they treated and within 2 to 3 months again its clog up. Now there is water damage in the house coming down from the second level unit and the first level unit. The uv light system they installed never worked and we payed extra for UV light. We have spoke to them over and over telling them something has to be wrong with the unit but they say the unit is fine its because of the heat. But no one else has a problem with the system. They can either come and fix it or take their unit. Everytime we did a call we had to pay them for the service and they said because after you have it for a year nothing is cover and we have had issues since day one. Can someone please help us get this company to do something about it because we spent over $13,500.00 on the two system and we get the run around.

  Business response

  09/11/2024

  ************ was performed and system is working properly.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/26/20. Order was purchase with 12 years warranty then limited warranty after 12 years. 8/12/24 pool maintenance a leak over water heater from the roof 8/15/24. Called company was told that I had to pay for someone to look at it plus parts. **** them I had purchase agreement that states its under warranty. States had to talk to manager. 8/27/24. Was text message below stating still had to pay for someone to look at it. Plus to fix it. The purchase order states its under warranty does not mention anything about parts and repair.

  Business response

  09/04/2024

  We have discussed matter with customer and will be scheduling service once this week

  Customer response

  09/06/2024

   
  Complaint: 22207490
  
  I am rejecting this response because:
  
  The company willing to come out and repair it under warranty BUT wants me to sign an amendment to the purchase agreement that labor will cost.   
  

  We told them to send it to us we will look at it. BUT nothing was send.  
  

  Im not signing any amendment on the purchase agreement .   They do not back up any work that employees do or bond the purchase agreement. 
  

  My understanding was that the employee that sold us the product written it wrong    This purchase agreement is by law that they need to abide too     

  
  Sincerely,
  
  ***** *****

  Business response

  09/18/2024

  Verbal agreement was reached and customer committed to signing release. Last attempt sent on 9/11 at 929am est, with no response. We stand ready, willing and able to fulfill 

• Initial Complaint

  08/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday 8/16/24 service was provided to my water softener. The service technician arrived at 12:33 pm and was finished before 2:00 pm. He overcharged me by 30 minutes a $70.00 charge. I called customer service and they said a manager would call me, it is now been over 1 week and I have not heard from the company. I also have a concern about the service provided that day because the technician said that he put more carbon than resin in my water softener and I did some research and there should be more resin than carbon. I have the time the technician arrived and left on my ring doorbell.

  Business response

  08/28/2024

  Discussed situation with customer and matter is resolved.

• Initial Complaint

  08/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We had a water softener system installed in August 2023 by FEWA. The sales *** who came to our home to test the water signed us up for services that we didnt agree to. We spoke to a manager, *************, who corrected the issue and removed the extra services which dropped the price. After some months, we noticed the water seemed to be hard again, but as brand new parents, it wasnt top priority. In July 2024, we made a service call to check the system. The tech said there were a host of problems: system wasnt installed correctly and hadnt been working for quite some time according to him. Our water tested hard and he had to perform several corrective measures. Wed been paying for a system that ***** worked for the better part of a year. We requested a follow-up for the water to be tested again that week. I emailed the manager, *************, what was going on. He told me hed get with the installation manager and get back to me. I sent a follow up email 3 days later, to which he never ***lied. Someone didnt come test the water for over a month after contacting FEWA and the finance company, PCI, several times. They said the water tested soft, however, failed to mention there was no salt left. When the system was installed, we were told we get one courtesy refill for salt. When I called, they told me that is no such thing and wed need to pay 42 cent/pound. We opted to buy the salt ourselves. On August 16, our neighbor texted that our system was making a really loud noise. We attempted to connect the system to WiFi on August 17, however none of the buttons worked. We filled the tank with 7 bags of salt to let it run through. We checked again the next day, August 18, to find HALF the salt was already gone and the buttons still didnt work. There have been nothing but issues and extremely poor customer service since getting this system. We would like FEWA to come reclaim their equipment and end the contract for breach of contract/failure to perform.

  Business response

  08/28/2024

  Explained warranty with customer. Agreed to terms and serviced system

• Initial Complaint

  08/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I spent $11,000.00 on a water softener that doesn't work. It caused a leak to my house and the company just wants to come back here to mess with more of my underground pipes. They're not real plumbers. I'm disgusted by this company. I'm a single mother with 5 children and I thought this was a good idea for my family They got me payments for $140/ monthly. I've been without water for 2 days. The company is telling me I'm stuck with the faulty product because of a "3 day" cancelation period which included the weekend. I discovered the leak on the 4th day. It makes seven days today at 6pm. 2 of those days I was without water. The leak has gotten worse. I can't get a real plumber out here because the company has to send their people out. The customer service is horrible and they're rude. They're basically laughing in my face about returning their product, but they stand by it. If you stand by your product then you don't need too stick me with it. I honestly think my house is too old for the system.

  Business response

  08/19/2024

  The system was service over weekend and working properly.

  Customer response

  08/20/2024

  The technician did fix the leak over the weekend while i was at work (It was the only availability)  Now when does it get inspected? I have two shut off valves and they moved the whole system without my permission. Does the homeowner get a choice where it is placed?

  Customer response

  08/20/2024

   
  Complaint: 22151751
  
  I am rejecting this response because:    Date Sent: 8/20/2024 1:36:13 PM
  The technician did fix the leak over the weekend while i was at work (It was the only availability)  Now when does it get inspected? I have two shut off valves and they moved the whole system without my permission. Does the homeowner get a choice where it is placed?
  
  Sincerely,
  
  ***************************

  
  

  Business response

  08/30/2024

  We have been in communication with customer and are coordinating resolution

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased rain soft water system and it was installed since December 15 2023. It was replaced by my old system that was working perfectly fine but tested a little hard which is expected because I'm using the well water. I had a sale agent by the name of Venice who came to my house on the 14th of December for about 5 going over her sales presentation and promised me that I was going to get better quality water. I agreed to the promised but ever since the system had been installed my water had gotten worse than ever. The hardness is ten times worse and there's a strong rotten smell to it. I'm getting mold around the house that I've already spend hundreds of dollars to fix. I have ***** water is coming out of the faucet, all of my brand-new faucets now have stain on them and some are breaking apart. I've reached out to everyone I could the very next day regarding the issue. I contacted the sale agent and she stopped replying to my messages. I spoke with **** several times, I told him about the issues I was having and I no longer interested in keeping the system, I've asked to either fix it or remove it and nothing has done yet. He offered a lower payment instead. I spoke with ****** from the service department and she sent a few technicians out and none of them was able to fix the issue I'm having. I have pictures of all the damages the water has cause since the system had been installed. I've done everything that was recommended but there's seem to be new suggestions every time a technician comes out. I've done all the bypass and all the chlorine they recommended but nothing seems to work. I was also promised that I will get a year of none charge service. We are now in August and I'm being asked to pay to have a technician to come out. I'm reaching out because I'm being stuck with a system that I don't need. A system that's making everyone in the house sick, breaking my house apart, my bathroom and my faucets. I want it GONE! I want my old system back or replace.

  Business response

  08/21/2024

  We have visited the home 10 times in the last 8 months, and found the customer is not maintaining the system. Following the necessary steps to enable system functionality, the system works fine. We stand ready, willing and able to address new concerns.

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