Complaints

This profile includes complaints for Moore Water & Air's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Moore Water & Air

  241 N Hydraulic St Wichita, KS 67214-4217

  
• 

  Moore Water & Air

  129 NW 132nd St Oklahoma City, OK 73114

  
• 

  Moore Water & Air of Tulsa

  5899 S Garnett Rd Tulsa, OK 74146

  
• 

  Moore Water & Air

  611 E 7th St Hays, KS 67601-3910

  
• 

  Moore Water and Air Treatment

  3107 E Chestnut Expy Ste G Springfield, MO 65802

  

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:02/22/2025

  Type:Customer Service 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 had the worst experience with this company. The sales man told us he got us a great loan but never told us it was interest compounding. When the company said they would fix the problem and get back with me they wouldn't. They causes damage to my home with their horrible electric company. We have tried to reach out I can't get anyone to return my calls. Just horrible customer service

  

  Business Response

  Date: 02/24/2025

  Dear **** ****** 
  

  Thank you for reaching out and sharing your experience. We sincerely apologize for the frustration and inconvenience you've faced. First and foremost, we would like to clarify any misunderstandings regarding the loan. Our sales representatives are trained to explain all terms clearly, and we regret if this wasn’t communicated properly. We would be happy to review your loan details and provide all loan documentation you were presented with at the date of sale. 
  
  Additionally, I have reviewed your account and found that the electrical company was contacted due to being unaware that your garage was wired to be controlled by a light switch, When the electrical company was contacted, they have confirmed that they resolved the issue within the week and have not received any further communication from you on this matter. 
  
  We value your feedback and have reached out to follow up with you to resolve this matter to your satisfaction, please reach back out to our office at ************ and ask for Kaylee. 
  
  Thank you! 
  

  
  

• Initial Complaint

  Date:01/30/2025

  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.

  We bought a Moore Water Treatment System on January 21, 2025. The salesman told us we had 30 days to use the system and see if it works for us. Our dishes do not come clean in the dishwasher, we don it like the system and would like to get out of the contract. The contract only gives you three days to cancel. Is there anything way we can cancel the plan?

  

  Business Response

  Date: 01/31/2025

  We appreciate the opportunity to respond to the complaint regarding ****** ******* Moore Water Treatment System.
  
  *** ***** purchased the system on January 14, 2025, and installed on January 21st, 2025, four days after the cancellation period ended. During the sales process, she was informed of the contract terms, including the three-day cancellation period, which is clearly outlined in the agreement. While we encourage customers to experience the benefits of the system, cancellation beyond this period is not possible once installation has been completed and financing has been funded.
  
  After *** ***** reached out with concerns, I spoke with her directly and explained that since the system had been installed and the bank had already funded her loan, cancellation was not an option. She acknowledged and understood this. To ensure her satisfaction, we have scheduled a visit to inspect the system and verify that it is functioning as promised.
  
  Moore Water is committed to delivering high-quality water treatment solutions and excellent customer service. We are happy to address any performance concerns and ensure the system is operating optimally. Please let us know if further clarification is needed.
  
  Sincerely,
  
  Moore Water & Air

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair Issues
  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.

  Bought a system from them 2 years ago. Recently had a home built and hired Moore to come out and move the equipment to the new house. They first did an incomplete uninstall from the first house, leaving the system still connected to the fridge they were notified was staying with the house. When they arrived at our new construction home we showed them where the builder had designed a place for the water softener. We were advised the system could not go there and they came up with a plan to put it somewhere else in the home and told us that was the only place to put it so we agreed, assuming they knew what they were talking about. After several hours and damage was done to our new home, they finished the job. A few days later we had a plumber out to look at something who advised us the water softener should have been placed where we originally directed them to put it and said "it's an easy 15 minute job." He also advised us because of the way Moore hooked up the system our home warranty was voided. So we called Moore back asking them to correct it. 3 weeks later someone comes to our home and assesses what was done, he tells us he cannot move it because he was told he just needed to "come look" but would discuss our situation with the upper management. 2 days later management calls us and tells us it is our fault that we assumed they knew what they were doing and they will only give us a small refund of what we paid for the whole job.

  

  Business Response

  Date: 02/07/2025

  Dear **** ******
  
  Thank you for bringing your concerns to our attention. We genuinely value all feedback, as it allows us to improve our products and services and ensure that we meet our customers’ expectations. We sincerely regret that your experience with our system has not met the high standards we strive to provide. We have had our service manager reach out, and a follow up service call has been completed to resolve this matter. Should you need anything else please reach out to our office manager ****** at ************. Thank you!

  Customer Answer

  Date: 02/07/2025

  
  Complaint: ********
  
  I am rejecting this response because: they contacted me for more information and have not gotten back with us since. I do not feel they have made it right.
  
  Sincerely,
  
  ********* *****

  

  Business Response

  Date: 02/24/2025

  Dear **** ****** our general manager had been in contact with you regarding this concern. We have provided a full refund. We apologize for the inconvenience you have faced during this experience and appreciate your feedback and patience while resolving this matter.  

  Customer Answer

  Date: 02/25/2025

  
  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

  Date:01/23/2025

  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.

  Moore Water and Air contacted me, and I agreed to have a free consult and water test at my home. A salesman came out on 11/26 tested our water and we agreed to have a Water Softener/Filter and reverse Osmosis system installed. Was told it would be a 2 hour install. Original date of install rescheduled due to Tech being 2 hours late. 12/9/2024 they install equipment. Helped fish line to fridge to avoid holes being cut in basement ceiling told tech line was run and all he needed to do was finish the hook up at fridge. 4-1/2 hours into install I had to leave. 5hrs into install, wife had to leave, tech was just wrapping up. Tech had my wife sign off on install 7 feet away from fridge still pulled out. Wife and Tech left. When I arrived I went inside, the fridge was still pulled out. I thought maybe he couldn't get it slid back in since was a tight fit. Walked around island to discover fridge was never hooked up and water was running. Water all over the floor. Turned off water. Water pouring out of my basement ceiling can lights. Called MW&A, tech came back approx. 20 mins later. He hooked fridge up and left. No offer to help clean up or anything. Numerous phone calls and just got bounced around no one knew anything or could give me any answers. On 12/12 talked to NE Regional SM and found out they were going to cover it via insurance. $20K in damages turned into insurance 1/22 awaiting response. Since install I have told MW&A, I wanted the equipment out of my house and my money back. Paid $10.7K notified 1/23 no discount or refund on equipment. Area Manager came out to verify install. Supervisor said tech was new and apparently needed more training. Had 3rd party inspection done. Install not done correctly, MW&A used too small of lines/fittings causing a reduction in flow and pressure. Now can only run one maybe two fixtures before water barely trickles out. Never had any issues before. I could have bought and installed equipment for 1/3rd of the $ and been better off.

  

  Business Response

  Date: 02/05/2025

  Thank you for your follow-up regarding your concerns. While we regret that you feel dissatisfied with your experience, we have had our assistant general manager and regional manager contact you to come to a resolution. We are willing to come out and address and concerns and resolve this matter. If you would like to schedule an appointment, please reach out to the office manager ****** at ************* 

  

  Business Response

  Date: 02/19/2025

  Dear *** *******, we have reviewed the documents attached and have followed up with you on this concern. We do apologize for the inconvenience this has been, and we appreciate you bearing with us through this process. As stated before this matter has been turned over to insurance. The insurance company will be handling the claim going forward. I assure you; you will be in good hands through that process. Should you need anything else please reach out to our office manager ****** at ************. Thank you!

  Customer Answer

  Date: 03/03/2025

  I do not know what to do with this complaint at this time. While Moore Water and Air has turned the damage over to their insurance company, and that company has thus far been ok to work with, in getting the damages repaired. The issue still stands that I have a large bill owed for services provided by MW&A and there has been no attempt by the company to make it right. They are at this point just saying that it has been turned over to insurance. I had to have everything that MW&A do to my house completely redone because they cut corners and caused additional issues with my house. I have turned over this cost to the insurance company but do not know at this point if they will cover it. The indication i am getting is that they will not as this is not directly due to the water damage claim. Could someone from the BBB please contact me so i can discuss further to see if there is any further actions i can take with the BBB. This mater is not sufficiently resolved and i am currently waiting to hear back from the insurance. 

• Initial Complaint

  Date:01/10/2025

  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.

  We had a representative come to the house and give a demonstration and test the water. They told us that our water was horrible, and they could improve it by a huge amount. He claimed that our water would be healthier for us, great for our skin and hair and they even provide a free package of soaps to use with their system. Since then our hair and skin are extremely dry, our son has a terrible eczema flareup, the water has sediment and sometimes an odor. It is no different than before. We contacted Moore and we're told they've never had complaints nor had to remove a system ever before. They sent a rep to test the water, wouldn't show or share the results, and said that it takes up to a year for the system to clear the residue in the hot water tank. The water tank was brand new, installed the week before their system. So that solidified their dishonesty for us. They refuse to take the system back and offer zero help for this $9,999 item they sold under false pretenses. They were not honest in the demonstration and continue to make up things to cover for the poor performance of their product. We simply want it removed, the plumbing being left as it was before they drilled into it to attach their system, and the loan rescinded and removed from our credit report.

  

  Business Response

  Date: 01/15/2025

  Dear *** ******
  
  Thank you for bringing your concerns to our attention. We genuinely value all feedback, as it allows us to improve our products and services and ensure that we meet our customers’ expectations. We sincerely regret that your experience with our system has not met the high standards we strive to provide.
  
  Upon reviewing your concerns, we’d like to address the issues raised:
  
  Water Quality and Testing:
  When our service technician visited your home, they conducted thorough water tests at the kitchen sink and multiple bathroom fixtures. These tests confirmed that soft water was running through all points of use in your home.
  Our technician also ensured that the results of these tests were shared in real-time with you during the visit.
  
  Soap and Skin/Hair Concerns:
  It seems the dryness issue may be related to the Natural Visions soap package included with your system. While many customers enjoy these products, we understand that personal preferences and sensitivities vary.
  Our technician advised trying an alternative soap or returning to the products you were using before the installation to see if this resolves the issue. We’d be happy to provide further guidance or recommendations tailored to your needs.
  
  Hot Water Tank Residue:
  While it’s true that our water system may take some time to address residue buildup in plumbing or appliances, we recognize that your water heater is brand new and therefore would not have existing residue for the system to clean. However, other appliances in your home, such as your dishwasher or washing machine, may still contain residual buildup from before the system was installed, and it may take some time for the system to fully address these.
  
  Next Steps:
  Our team is available to revisit your home, recheck your system, and address any lingering concerns. If there is sediment or an odor present in your water, we will identify the source and offer solutions.
  
  We also encourage open communication and transparency. If you have any additional questions or require further testing, please don’t hesitate to contact us directly.
  
  We deeply regret if our communication during the initial demonstration or follow-up visits left you feeling dissatisfied.
  
  Please know that we are committed to resolving this matter in a manner that is fair and satisfactory for all parties.
  
  We will attempt to reach out to you to schedule our Service Manager to come out and discuss this further, or please feel free to reach out to our customer service team a* ************* We are confident we can address your concerns and work toward a resolution.
  
  Thank you for giving us the opportunity to make this right.
  

  

  Business Response

  Date: 01/17/2025

  Dear *** ******
  
  Thank you for your follow-up regarding your concerns. While we regret that you feel dissatisfied with your experience, we stand by the performance of our system and the professionalism of our team. We would like to clarify a few points and reiterate our commitment to addressing your concerns.
  
  Water Testing and Results:
  
  Our records indicate that the technician tested water at multiple locations within your home and confirmed soft water at each point. While we understand your recollection differs, we stand by the results of these tests.
  If there was any miscommunication during the testing process, we sincerely apologize. We are more than willing to revisit your home to retest the water and share the results with full transparency.
  
  Soap Recommendations and Appliance Residue:
  
  Regarding the Natural Visions products, we recognize that personal preferences vary. While many customers appreciate the included soap package, we understand it may not meet everyone’s expectations. Our technician recommended alternative soaps as a possible solution to the concerns you raised. We remain happy to assist in exploring other options to improve your satisfaction.
  We also acknowledge your clarification regarding the newness of your appliances. While we mentioned potential residue buildup as a general explanation, we apologize if this was perceived as blame. Our intention is to provide context for how the system integrates into your home.
  
  Resolution:
  
  While we understand your preference for the removal of the system, we must respectfully reiterate that this is not an option. Your loan has been funded, the equipment in installed and has been tested and is performing as designed, delivering soft water throughout your home.
  However, we remain committed to working with you to improve your experience. We are happy to discuss soap alternatives, schedule additional testing, and provide any further assistance to address your concerns.
  
  We value our customers and strive to maintain integrity in all interactions. We hope to find a resolution that meets your expectations and are available at your convenience to discuss the next steps. Please feel free to reach out directly to our team a* *************
  
  Thank you for allowing us the opportunity to address this matter.

  Customer Answer

  Date: 01/31/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  It seems that this company continues to refuse to accept that their product does not live up to the promises they make when trying to lure in customers. 

  We will be contacting a consumer attorney to discuss how to live forward with this issue. Again, the only resolution that we are asking for is for them to admit that they use a dishonest sales system to gain customers, remove their system, and discontinue our payment plan.  Other than that, we are moving forward with legal action since this has not gotten us any resolution, only prolonged the time their product remains in our home. 

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

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  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.

  I was approached at Costco by a woman asking me if I was interested in having someone come out and test my water and and go over a water treatment system. I said yes, and she spent 10 minutes scheduling me an appointment for today at 1 p.m. she said I would receive a text and also someone would call me before coming out to let me know they were on their way. I received a phone call around 9:00 or 10 am this morning that went straight to my junk mail. I called that number and it was moore water company. The lady asked me if I was interested in a water softener and osmosis water treatment system. I told her I didn't care so much about soft water, but I definitely needed filtered drinking water and yes, I signed up and got the appointment because I was interested, as long as it was affordable. Then she said, well I can just have someone call you and give you a price so you can see whether it's in your price range. I said well I was told they were going to test my water to see if I even needed a treatment system, so no, I didn't want to phone call I wanted the person to come out like what I was told was going to happen and why I dropped all of my plans for today and scheduled to stay at home for this appointment when I had things to do. She said she would let her person know and that they would come out between 1:00 and 1:30 today. I was in the middle of my sentence telling her to have them call me if they couldn't come out at 1:00, when she hung up on me. I called her back and told her I was speaking when she hung up on me, and she said oh she didn't realize that, and what did I need. I told her that if they couldn't come out at 1 to call and let me know. She said she would. I get another msg by her saying would be out at 1. I got in the shower and when I got out I had 4 mgs from her confirming the 1:00 and then another saying she was calling and another saying something had come up. I called -she said they had 1 pm mtg and could I reschedule!

  

  Business Response

  Date: 12/16/2024

  Hello, I apologize deeply for these concerns. I believe we have had a manager reach out to you regarding this situation and we would love to come out and provide your water test and bring you a gift card for this inconvenience. Please reach out for scheduling at ************ and ask for the office manager ******. Thank you!

  Customer Answer

  Date: 12/16/2024

  
  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 will call and schedule an appointment if that's what I decide to do, but I appreciate the company calling me and discussing the matter with me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/11/2024

  Type:Product Issues
  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.

  A salesperson came to our house and stayed for 4 hours doing a water test demonstration. He boasted about the benefits of the water system and was very convincing. Once we had the system installed, the service tech told us a different story about the limitations of the water usage. Such as it being unfit for drinking, animal usage, and for watering plants or grass. There is no way to return this system and the company participated in a bait and switch sales pitch. Purchasing the water systems does not come with any sort of literature such as an owners manual or other information. Unable to submit a return to the company. Stuck with this faulty product.

  

  Business Response

  Date: 11/13/2024

  Thank you for sharing your thoughts with us. We strive for clarity and satisfaction with all our customers and regret any misunderstanding about the system’s capabilities.
  

  To clarify, the water refiner you purchased is indeed suitable for drinking, as well as safe for animals, plants, and general household use. Our refiners are designed to provide high-quality, purified water throughout the home, and we test rigorously to ensure they meet or exceed standards for safe usage.
  
  We apologize if any part of the initial or follow-up communication left you feeling uncertain about the system’s capabilities. As for the product information, all systems include comprehensive owner’s manuals, and we’re more than happy to provide additional literature or support as needed.
  
  Since your satisfaction is our top priority, we have also reached out directly to offer solutions and discuss any remaining concerns.
  Thank you again for your feedback; we are committed to making this right and ensuring you have the best experience with Moore Water.

  Customer Answer

  Date: 11/13/2024

   
  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

  Date:07/29/2024

  Type:Customer Service 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.

  Moore Water and Air will not stop calling me , they have multiple numbers out of Belton MO and it is making my life crazy I try to block them but the numbers never stop calling. Please have ***** ** ****** from the company call me. ***** ***** *** *** ****

  

  Business Response

  Date: 08/02/2024

  We have resolved this issue and have removed you from the contact list. We apologize for the inconvenience. Thank you! 

• Initial Complaint

  Date:07/12/2024

  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.

  Purchased a (refurbished) water softener with Moore in July 2022. Everything was installed and as far as I was aware, no issues. I was told the water should fill the tank about halfway (approx 1.5-2 foot high). Water level stayed very high, closer to the top. I was not aware this is not how the appliance is supposed to function. April 2024 the water started overflowing when I added salt. Had a technician come out and tell me a new tank was needed as mine was cracked. He left and said I would get a call when the new tank was in and they were ready to schedule the installation. Several weeks later, I get an automated text on a Friday evening confirming my appointment for that Saturday morning. I called to ask if that was a mistake, but they informed me they went ahead and scheduled the installation. I was able to be home for the appointment and the technician was unable to get the tank in. He asked how long I had been having the issue and I explained everything from the date of installation. He told me that the tank likely never worked. Several business days later, I still had no contact as to when the tank would be installed (it was sitting in my basement in a box while the softener was shut off). I called to ask for a refund, as the purpose I had for buying the tank was for less stress on appliances (something they told me during the sale). Each day I called, I was told I’d get a call back that day. That never happened until approximately 6 weeks later. I called daily or every other day to get information or answers or help, and they offered to install a new system. I explained that due to my issues getting ahold of them and lack of communication I was not interested. During one conversation with a manager, I explained that I was told the system never worked. He looked into my notes to see which tech told me that and told me this man “was blown up overseas, so you can’t always trust what he says.” I spent $4331.53 for an appliance that still does not work.

  

  Business Response

  Date: 07/17/2024

  Moore Water Treatment has attempted to contact Mrs. ****** multiple times regarding the Concerns. The following dates we have attempted to contact are 5/09/2024, 05/13/2024 and 05/18/2024 via phone and text messaging. We had a scheduled appointment for 06/07/2024 that was missed by Mrs. ******. Again, we attempted contact on 6/13/2024, 6/18/2024 and 6/24/2024. on 6/27/2024 management followed up on the concerns again and set another appointment for 07/05/2024 which was then cancelled and service declined on site by Mrs. ******. Again, Moore Water Treatment has agreed to solve this matter at no cost to customer as it is under warranty and provide lab testing to ensure equipment is functioning properly. Please reach out to the office and speak with ****** for scheduling to resolve this matter at your convenience. Thank you!

  

  Business Response

  Date: 07/18/2024

  As we previously stated, we have made multiple attempts to contact to repair your equipment. We did have a slight delay in our response to you once you refused the free service and demanded that your system be removed and your money refunded. As you have owned your equipment for 2+ years and never having called us with these issues, this was something that had to be discussed with upper management. After upper management was able to review this, we did promptly respond to you with the answer that unfortunately we would not be able to return your system, but we would be able to come out at no charge and make sure the system was functioning as it was advertised to perform. 

  We are still willing to come to your home and repair this system at no charge, if you are willing to allow us to. 

  Customer Answer

  Date: 07/29/2024

  
  Complaint: ********
  
  I am rejecting this response because: when I was able to get in contact with Blake, I expressed my frustration with having a hard time getting any sort of response from the company. He asked if the number I was calling from was the best number to reach me at, to which I agreed. He said my cell phone number aloud, which I confirmed, and told me that at the end of the conversation he would text me his direct line for quicker and easier communication. He explained that he had tried to call me more than once and had left several messages for me. I asked if he was calling this (the phone I was on) phone number, and he said yes. I told him I had been calling daily and never got a call back. He then explained that he has to use a special app when he makes calls so that they are recorded and each time he called, my phone did not ring but went directly to voicemail. I found this strange because my phone is almost never off, but understandable as I know cell phone service is not always perfect. I told him it was strange I never got his voicemails. He said that sometimes the app “makes it weird,” but maybe he never actually got through to my number. After hanging up on this call, he never sent his direct line. A few weeks later when I was able to get in contact with him again, he informed me that he did not in fact have a direct line.
  

  I have received a response more than once that you are unable to come fix a problem you are not aware of. I agree. As mentioned in prior messages, I was misinformed at the installation as to how the system was supposed to be functioning. The reason I figured out it was not functioning was due to myself telling a family friend about the issue and them encouraging me to call to report it, as it was incorrect.
  

  Due to the difficulty in obtaining responses, the denial of issues, and misleading information I have been given, I do not want a new system, as a new system will not change any of these facts. The purpose of me buying the system was to ease the stress on appliances. At this point, my appliances have been running for over two years without any assistance from my water softener. This is not a conclusion I came up with on my own, but was told my system had not worked since installation by one of the technicians who came to my house to work on the system. I have been told that this technician probably didn’t mean what he said, but again, and receiving conflicting information from within the company and have no understanding of what I am supposed to believe.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:05/02/2024

  Type:Service or Repair Issues
  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.

  I purchased a water softening system for my home with a reverse osmosis water filter. They installed everything correctly. I did not have any issues. I had an issue with the reverse osmosis water filter and when I purchased the system, I was told that I get free callouts for a year with anything related to the system, the technician repaired the problem. I then received a bill in the mail for $115. I’ve attempted to contact the company several times and speak with supervision and have never been able to or receive any type of call back. I received a letter in the mail today 5 to 2024 stating that they are going to take the $115 to collections this company has been nothing but a headache since I’ve used the “free callouts” I think they have a very shady business practice and they do not stand behind their product or stand by their word. Thank you for your time.

  

  Business Response

  Date: 05/03/2024

  Hello, I apologize for this frustration I have reviewed your account and see that you did call within the first year of service which was explained during the call that if you were to have an issue related to install or water filtration malfunction, we would not charge any service fee, but if unrelated there would be a service charge plus any parts used. It does seem that there was an unrelated issue being that there was water dripping around your sink due to it not being sealed properly resulting in service to get water filtration back functioning. Please reach out if you have any further questions, I would love to help you. Ask for ****** at ************* 

  Customer Answer

  Date: 05/03/2024

   
  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,
  **** ********