Complaints
This profile includes complaints for Aqua Systems's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/24/2024
Type: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.
They came out on 3-15 because softener was running 250 gallons of water through it a day. Was a warranty call. They said the head needs replaced and would get back with me. Ive called 4 times and still no return call!
Business Response
Date: 04/24/2024
**************** is always our top priority. We are looking into where the communication broke down on our end, so this does not happen again. Our team is reaching out to the customer today to resolve the problem.Initial Complaint
Date:04/05/2024
Type: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.
We rent equipment and pay an expensive monthly rate. We chose to do this over purchasing because we were assured in their sales pitch that its worry free and covers everything and any failures. Except when you have a problem their customer service is absolutely terrible. I have learned both Greenwood and **** are connected and service comes from ****. At this point, ** considering telling them to come get their equipment. I hope the ownership reads this.Business Response
Date: 04/08/2024
I spoke with our customer today. The issue that was brought to our attention was a communication error on our end. This is an opportunity for the Aqua Systems team to get better. We are implementing a quicker way for our team to communicate to one another and faster response time to our customers.Initial Complaint
Date:11/13/2022
Type: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.
Purchased a ValueLine Water Softener and had installed 2 Feb 2007. Water Softener was installed for $1074.92 and came with a "Water ************************ Lifetime Warranty" that covered; Three years on all parts, Five years on Control Valve, Lifetime on Mineral Tank, and Lifetime on Brine Tank. The warranty has no descriptors or limitations with respect to the mineral tank or brine tank. On 1 November 2022 the mineral tank failed. Discussions with local dealer and Aqua Systems in ***** ******* (discussions on 1 Nov and 4 Nov respectively) produced no results to fulfill warranty guarantee. Both representatives stated warranty only covered outer tank (called tank shroud in manual) and not resin ***************. Tank shroud is not mentioned in warranty. Interestingly enough "Mineral Tank" is not mentioned in the system manual.Business Response
Date: 11/15/2022
Here at Aqua Systems we take pride in customer service and will stand behind our products and warranties. We appreciate the opportunity to make this right. We have reached out to our customer and were able to resolve this issue to their satisfaction.Initial Complaint
Date:09/01/2022
Type: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.
In **** I purchased a water softener with a lifetime warranty. My system is no longer working. I first contacted the company in Oct 2021 and received an email on 10/5/21 that someone would follow up. No one did, so I contacted them again on 1/12/22 and they said my system wasn't working but they no longer have the parts for it. I contacted them again on 9/1/22 and was told since they don't have the parts they won't honor the warranty. They expected me to pay full price to replace the system.Business Response
Date: 09/01/2022
We take all BBB complaints seriously and have reached out to the customer to find a resolution.Initial Complaint
Date:07/13/2022
Type: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.
Reference *********************************************************** On 12/3/2020 the vendor was called to advise I had sold the home, I was closing on 12/21/2020 and that they should either come get their equipment or I could forward them the information of the new owners. I was told someone would contact me and no one ever did until a year later claiming I owed them $2000 for a $600 water softener. I reminded them and the collector they hired that they were told about the sale and did nothing.Business Response
Date: 07/20/2022
We have looked into this matter and are reaching out to the customer immediately to resolve the issue.
***********************
Customer Answer
Date: 07/22/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. Business stated they were clearing the account and recalling collection accounts.
Regards,
***********************************
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