Water Treatment Equipment
Clearwater Systems, Inc.Headquarters
Complaints
This profile includes complaints for Clearwater Systems, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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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:05/09/2024
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.
I bought and picked up salt at the Clearwater ******* location as I always do, paid for the salt and drove away as usual, about a month ago Clearwater started to harass me that I owe them for the salt, first of all I don't have a open credit account with them so there is no way I could just drive away without paying them and now they are harassing me to pay them again, I will not!!!! and now they send me a letter saying they are going to take action, go for it!! I paid you at the counter so show me the proof!! I will not get ripped off by this company and if you so want to take action I will contact my attorney for damages.
Business Response
Date: 05/17/2024
Our records indicate that ************** purchased product at our *******, ** location on 12/22/23. Upon reconciling our records, it was determined that the customers credit card was never processed, thus we never received payment for the products purchased. Once the discrepancy was identified, an invoice was created and mailed to the customer for the amount of the purchase. We are a long standing, honest company, who has been in business for over 75 years. As a courtesy, we have written off the balance due that was never received.Customer Answer
Date: 05/31/2024
I love how they are saying they are doing me a favor when I am pretty sure I paid cash and if I was wrong and paid by a credit card that they did not process, thats on them and not me!!! And to threaten me with ****** into collections over there mistake is NOT good business.Initial Complaint
Date:02/22/2024
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.
We signed up for their water delivery service, decided to cancel this service within 10 business days. We took back one bottle we used which we expected to pay. We then took back 3 full bottles and that had never been opened and they charged my husband 31.64 because they said we could not return full bottles that have never been opened and we had to pay for water that we did not use. My husband not knowing any better paid their bill.Business Response
Date: 03/11/2024
Thank you for bringing this to our attention. Please know that refund check has been issued to you. Feel free to reach out to our customer care team at ************, if you have not received the check by the end of this month.Customer Answer
Date: 03/14/2024
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.Initial Complaint
Date:09/13/2023
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.
On 6/13/2023, I returned seven empty 5 gallon water bottles, valued at $4.00 each. Was told I would be sent a check for $28.00. I have called twice about not receiving the money. Was told it would be sent, but it has not. The phone number on the invoice note is ************.Business Response
Date: 09/14/2023
Please note, our records indicate that a refund check for $28.00 was issued on 8/15/23. This check has not cleared our bank as of 9/14/23. A new refund check has been processed and will be mailed on 9/14/23.
Please feel free to reach out to us if you have any questions or concerns at ************, and one of our customer care representatives would be happy to assist.
Customer Answer
Date: 09/15/2023
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.Initial Complaint
Date:05/01/2023
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.
my details were too much for this window, so i will upload the entire scope of the relationship between my household and Clearwater Systems.Business Response
Date: 05/22/2023
Clearwater response and proposed settlement:
Dear ******,
When attempting to properly apply water treatment, many of the inputs (water results, water source, plumbing type, size, # of people in the home, usage, etc.) that are gathered are static and do not give a true long-term representation. Oftentimes, water chemistries are somewhat stable and can be confidently utilized. Depending on the types of water sources, there may be considerations for seasonal type changes that require adjustments or, in some cases, require other pieces of equipment.
But, with regards to some of the dynamic inputs like water usage, it is not always easy to get an accurate assessment.
In the case of the ****** home, the learning curve was admittedly longer than intended and involved several factors. Some were controllable, some were not so easily controlled. When we had a better understanding of the situation, a solution was thoroughly explained and ultimately proposed to Mr. ******. It was shared that there would be costs involved but would be greatly reduced. After getting Mr. ******’s acknowledgement, we then made the recommended changes. To our current knowledge and as seen in Mr. ******’s summary, the changes made by *****, the service technician, were effective in resolving the problem.
Here at Clearwater Systems, it is a goal of ours to provide a high-quality water treatment solution and experience. Although Mr. ****** has not agreed to pay, it was an experience that was less than satisfactory to the customer and not representative of our ability to quickly remedy the issue. That being said, Clearwater Systems will be cancelling the outstanding balance of $493.79.Customer Answer
Date: 05/23/2023
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.
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