ComplaintsforAqua Otter

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Can't get them to come out and service their softner by changing the filters as they promised

  Business response

  03/18/2024

  hello Miss **** ** just responding to the complaint I know we was a little confused on what you needed done. I know our installation person did some side work for you when he was there and installed your unit. We were a little confused about the filter that you needed, it had something to do with one of your other appliances. We dont normally do extra work for customers I know we did in this case and I know a few weeks ago we had came out and taken care of you and got you what you needed? Happy to see we could take care of you . Sorry for the delay and any inconvenience. 

• Initial Complaint

  09/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a saltless water softening system that promised to eliminate tub staining, water smells with a 10 yr warranty. The company has come out multiple times because the machine is not doing as promised, but most recently they stopped answering my calls/ text messages and I am still having issues with my system. My tubs and toilets are stained and ruined now. I would like them to replace this machine or give me a refund so that I can go to another company. Ignoring my calls/text after promising a 10 year warranty is not right.

  Business response

  10/27/2023

  Company states this matter has been resolved.

  Customer response

  10/27/2023

  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. 
  
  
  

  Regards,

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

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had the aqua otter system installed fall 2021. We kept waiting for the water quality to change but it did not. Our new faucets continued to fill with sediment from water build up and stain. I have to keep taking them apart to clean them out for proper water flow. We have water spots everywhere which we were told would go away. When I contacted the owner about this he asked me to find out some info on our water source and told me to let him know once I had the info. I got the information he asked for. I have texted him, sent him pictures with proof, called and left voicemails. He will not respond to me. My husband has also called and texted with no response. We spent $4490 for a system that is not doing its job at all. It is extremely disappointing that I cant get ahold of anybody from the company to help us. Our toilets, showers, sinks are all staining. New faucets are having decreased water flow due to sediment build up. Im very disappointed with the way this is being handled.

  Business response

  03/13/2023

  oh ***** I know that we have spoke to you by phone but I want to go ahead and respond Its my understanding after speaking to you its not that we done anything wrong or the equipment is not working like it should your water supply evidently uses half the year city water and half the year well water and I dont think when you had purchased the system you are us knew that so we put in a city water application, but when they switch the water back to well water after the first six months of the year the system wasnt doing what it needed to do because they were bringing in well water to your home after speaking with you this weekend youre going to get back with us and let us know exactly what is in the water at this time and we will work diligently to get this resolved for you. Thank you.

  Youre wei

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a salt less water conditioner from Aqua Otter with the intentions of improving our water quality. After several months, we noticed no change in our skin, hair, appliances, and faucets. We tried contacting the company through phone, email, ******** with no luck. I've called a local water company that tested our water, and the results came back that our water was still hard and actually pretty bad quality of water. So the local water company sent out 2 guys and they looked at it and noticed the water was never flowing through the water lines for the conditioner to work. So, we gave it a few more weeks to see a difference and then retested the water. The water was just as bad as before when it wasnt working at all. I tried again contacting the company with still no luck at all. This thing is being financed for $3,800 and it does not work, all while the hard water build up is ruining my fridge, dishwasher, faucets, and my newly remodeled bathroom! I'm at a loss of what to do next. At this point, I don't want the conditioner, I want my money refunded back, and I want the debt cleared from the credit card. As I was uploading pictures, i noticed my signature was never signed on the contract!

  Business response

  04/22/2022

  Hello ****************** we have received a complaint I am not quite sure what is going on with your system we have many people in your area that have our unit that get great benefits from it sometime water is different in areas we would like to help you resolve this issue theres many things we can do to help theres times we have to add equipment if the water is extremely hard theres times we have to tweak the valve on the unit but if you Could give us a call ********** And we will certainly come out take a look at whats going on and try to help you and get you taken care of

  Customer response

  04/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  I am not happy with this response. For me, it's a little to late. I have been trying to reach Aqua otter for over a year with not one phone number, email, ******** post giving me 1 response. The system we were sold needs a filter every 5 years. I am not dealing with this tracking down of a person ever again. We were never told we would need something added to our system, you tested our water and told us the system you sold us was the one we will need. This system never worked for us. We want a full refund and debt cleared. They can come get this water system.

  Business response

  05/02/2022

  We are more than happy to rectify the situation we cannot and will not give a refund but we will be happy to visit with ****************** retest water and find out what we can do to resolve the issue with his equipment if we have to add equipment to get the water satisfactory we will do that at our own expense there will be no charge to ****************** if he would like to *************** we would be happy to set a time to visit with him and get him taken care of and get his water satisfactory thank you

  Customer response

  05/09/2022

  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. 
  
  
  

  Regards,

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

  I am more than happy to call and schedule a time to have someone come out and correct my water quality. I just fear having to file a complaint anytime I need service. Please resend the number I need to call.

*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. ↩