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:11/04/2022

  Type:Sales and Advertising 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.

  We purchased a water system from Aplus Water LLC on April 4th, 2022. After having our plumbers follow the company's work instructions, the water system is having mayjor issues. The quality of our water decreased. I spent a lot of unnecessary time calling and emailing the Aplus Water without any reasonable solution. I have asked them for the refund on the system. They have declined and deferred responsibility to other vendors who create the water system unit. Because of the poor water quality, it's damaging our new hot water tank, new faucets and sinks that were installed after water system. Because the business organization won't stand by there brand name and not willing to refund the defective unit, I would like our labor cost covered that our plumbers installed it for ($900.00) this is not a unreasonable request considering how bad the product is. We are also open to other solutions toward the labor cost. We had ***************** water specialist confirm the resin beads inside both water tanks are bad. At this juncture, we have no faith in the craftsmanship in the product and Aplus is not standing by there product. Not accepting any responsibility. I have attached email chain outlining all of our conversations and asking for refund on the product which they have said no to. Thank you,*****

  Business Response

  Date: 11/04/2022

  While we do understand the customer is frustrated, this system was purchased as a DIY project, which means that all troubleshooting and installation would be the responsibility of the customer along with phone assistance from our techs. As noted in his attached emails, each time he contacted us, we attempted to help troubleshoot his system with him. It was the customers decision to hire professional installation and troubleshooting for his softener. We supply the units, the customer makes the decision to install themselves, or to hire a plumber, at their own cost. We have helped and will continue to help with any troubleshooting and warranty issues as we have always stated in each email. The manufacturer warranty is for parts, not labor, and only for manufacturer defects in workmanship. Resin is not a warranty item. This is a component that is affected by the water quality and water usage. The resin would not just go bad suddenly unless something affected it. We provided guidance for the plumber to test the system and let the customer know we would be happy to speak with the plumber as well. We help customers with programming and setting up their systems on a daily basis, so we are very willing to help this customer and all our customers! 
  
  
  Thanks
  Aplus Water LLC

  Customer Answer

  Date: 11/10/2022

   I am rejecting this response because:
  
  
  This unit is defective and the Aplus is not standing by there product or accepting any responsibility. They have deferred the product parts to other manufactures so they  won't incur any cost to there business. The main focus is that ******* is unwilling to work with us. She has made this clear in her emails. She has only offered support, which is inadequate to our situation. More action is required.

  Today the water system is not regenerating, this supports our position even more. With bad resin beads and water unit not regenerating at ALL, this warrants a refund.

  ******* commented about the resin beads in previous message, the industry average for warranty resin beads is 3 years. We had this unit for only 7 months. The unit was shipped to us with bad resin beads. ******* has continued to blame other issues outside there product, trying to avoid the responsibility. There website outlines different warranty on there units. 

  I would like to see Aplus come back with a reasonable solution, please stop offering support about fixing the unit via email or phone. We are not settling for that as resolving the problem.  Based on bad resin beads and unit not producing safe clean water, a refund needs issued. The product should be sent back to Aplus so they can review the poor quality on the unit along with the bad resin beads to avoid future problems with other customers.

  Thank you,

  *****
  

   

   

  Business Response

  Date: 11/18/2022

  The customer had stated the system was installed in April.  On August 2nd the customer said in their email "Our ********************** is showing signs of not being soft anymore" the system did work for three months, indicating that the equipment and resin were good.  On August 28th after providing tech support customer stated, " Our ********************** system is not producing soft water like it was before". Again, indicating the system was working in the past and was not defective. On October 27th the customer stated a ********************** treatment company diagnosed the problem as bad resin beads. They did not say they found anything wrong with the system mechanically. There would be no reason to return the unit or receive a refund if the system is mechanically working.  They did not say what was wrong with the resin, only that it was bad. We have not received any reports about bad resin from the manufacturer or any other customer.  Since resin does not just go bad, we need to know what is wrong with it. Is there sand or debris in the resin bed? Are the beads broken in pieces? Is there chlorine damage? We cannot guarantee that replacing the resin is going to fix the problem without knowing what happened to the resin in the first place. Resin is not covered under any manufacturer's warranty because its service life is affected by water quality and usage. We can offer discounted resin cost for the customer. But we make no guarantees that will fix the problem since we do not know what happened to the resin in the first place. As we have stated, we are happy to continue to provide tech support over the phone and via email to the customer, plumber or whoever else until this problem is resolved. We do not manufacture any of these items. All warranty claims must go thru the manufacturer which we can certainly help with. 
  
  
  

• Initial Complaint

  Date:04/21/2022

  Type:Service or Repair 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 noticed the flow meter seemed very low for a family of 4 , my cousin who owns and operates a soft water business for 30 years said the meter isn't right only saying we use 20 gallons in a day !! I called A Plus Water last week to tell them of the problem, she told me I'm on a 5 day recycle anyway !! I don't know how much water we are using to set this softener up to be effcient !! I won't be buying anything else people WAKE UP !! I'm looking to buy one for our daughter and son in law but it won't be here GUARANTEED !!

  Business Response

  Date: 04/21/2022

  Hi, 

  We are sorry if there was any confusion or miscommunication about your softener. We can certainly help go through programming with you to be sure your system is functioning most efficiently! We need to know the hardness of the water and the number of people using the water to help set that correctly. Please feel free to give us a call when you can be near the system to go through those settings! We love to help our customers and look forward to speaking with you and helping you get this resolved!