Complaints

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:08/22/2022

  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.

  I have Purchased a water filtration system from Discount Water supply on October of 2021 . Before the purchase of the system , Mr. S*******, WILLIAM M owner of company asked me to bring a sample from my well water to test it in order for him to determine which system will work best for that well. After testing the water he recommended a system for me to buy and with it i wil have a drinkable water in my house so i went with his recommendation and i purchased the full system from him for about $4500 . After the system was installed by discount water supply's technicians the next day i started smelling sulfur in my water so i called the company i spoke to the owner Mr. Bill and informed him of the situation , he told me that is very normal because you haven't used the water long enough in order for the system to work properly . I said maybe he is right because we haven't moved fully to the house so i waited until we moved to the house and started using the water regulary. 2 weeks passed and we still have the same smell , so i called Mr. William again and informed him of the situation , he said he will send a technician to take a look the following week the technicain came to my house and immediately said that there is nothing with the system but it's the pipes that have bacteria growing in them and most likely you have to change your entire house plumbing and he left.I called a plumber to check my Plumbing and found out that there was absolutely nothing wrong with my pipes So i called Mr. William and told him what the plumber has said and i don't know what to do because the water smells so bad and i have little kids and that might be harmfull for us he told that i have nothing to worry about and he will get the bottom of it and he will get it fix.Last week MR. William email me a long water report of my well and determined that the issue is my well and not the system so i told him why didn't you tell me that the first time you tested the water havn't heard from him

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 11, 2022/09/23) */ See attachment Our response to this complaint is this. There is a Florida Statute number 817.558 titled "Water Treatment Devices." it governs the sales practices of these products to retail customers. Paragraph (3) states that we must inform the customer as follows. "Notice to Consumer: Operational, Maintenance and Replacement requirements are essential for this water treatment device to perform as sold." We post this notice on treatment systems, our website, and sales contracts and work orders. We are in full compliance. We obtained a county building department permit and passed inspection. We disclosed the operational, maintenance and replacement requirements to this customer before the sale, after the installation, and on numerous occasions since then. We have signed documents from him acknowledging these requirements. He agreed to our Terms and Conditions that make it clear that the end user is responsible for the maintenance and operation of their water treatment system. We have proven the system is operating as intended when properly maintained on several occasions. We have visited his home on numerous occasions at his request. We documented all visits and findings. The customer on more than one occasion has stated in emails and on recorded phone calls that he feels like he should not have to do anything because he spent money, and he demanded that we pay for the needed materials to maintain his well water treatment system. We have always given our customers the information and support required to empower them to properly operate and maintain their water treatment system. It is available on our website and by request.