ComplaintsforPure H2O, Inc.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had this company come test our water and they gave us options to fix. We agreed to have them add equipment to our home to fix water issue. Since it has been installed its has always had an issue. Techs have come to the house numerous times to try and fix the issue. Many emails sent and none lately have been responded too. Ongoing issues and still not resolution to the issues.

  Business response

  07/02/2024

  
  Pure H2O installed five pieces of equipment for ******************************* and ************************************* on July 10th, 2022. Eight months after the initial installation, they reported their reverse osmosis system stopped making water. Since then, we have sent technicians to their home on over fourteen service calls to assist with troubleshooting their concerns. At no cost to the customer, we have exchanged their filter link for a more expensive iron unit, added a sediment filter, booster pump, and a big blue, and given over sixteen additional filters.
  
  All of the equipment that we have supplied is functioning properly (i.e., the Iron unit is taking out iron, reverse osmosis is taking out TDS, etc.). National Testing Laboratories, a third party, has conducted an in-depth water analysis and found their well water has excessively high levels of sodium, chloride, sulfates, and TDS; there was also chloroform present in the sample. The customer has an unhealthy well. The reverse osmosis is doing its job, and due to a biofilm that is now present in the water, the filters clog and stop working faster than normal. We recommend the customer have a well company evaluate the well and clean the plumbing lines. We also suggest they shock their well to disinfect it. Due to the biofilm present in their water, the problem is with the well and plumbing lines, not the unit or the filters.
  
  The customer's primary complaint/issue throughout this process has been with the reverse osmosis system. We recognize the difficulty they face in needing to change filters frequently because of the biofilm in their water. As a courtesy, we previously offered to refund the cost of the reverse osmosis, but the customer declined. We are willing to stand by this offer; however, we would like to note that the products are functioning and working as they should.
  
  

  Customer response

  07/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21892880
  
  We would like to move forward with the refund of the ** system. We have not had drinkable water or ice for weeks now because of the clogged filter. Please let us know how this process will go and the amount of the refund before we proceed. 
  
  Regards,
  
  ***********************************

  Business response

  07/17/2024

  Our service department will contact you to schedule an appointment for a technician to uninstall the reverse osmosis system. The technician will bring a $1850 reimbursement check for this piece of equipment. Please let us know if you would like to proceed, and we will follow up with you to make the arrangements. 

  Customer response

  07/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***********************************

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called several times over the same problem low water pressure on the sink mounted RO unit they finally sent a tech out to find the problem he did several things to the system and then told me to try it out for a while nothing got better this was 2 months ago I called again told them it was not any better they told me to try a few things and I discovered that one of the filters was bad from day 1 so now they said they could send me a new filter for 85.00...I spent 5000.00+ on this system and this is what I get .....

  Business response

  04/29/2024

  I apologize for any inconvenience.  Pure H2O should never have charges the Day's for the replacement filter.  I am having my Service Department mail a pre and post filter out to the customer immediately.

   

  Kindest regards

  ***** * *****

• Initial Complaint

  11/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They committed to giving me softener claiming it would extend life of appliances and knew I had city conditioned water. However the salt softened water damaged my new water heater and dishwasher and possibly pipes. The entire time they only suggested benefits and nothing about corrosive issues. I now am required to remove the system by plumber who is servicing warranty for the water heater to replace parts and to install something to descale my pipes and filter water properly. Which will also likely make the under sink filter also a wasted purchase.

  Business response

  11/15/2023

  Softened water actually extends the life of your appliances.  Pure H2O has reached out to ******** by phone twice and by email as well.  When ******** responds we will set up a time to go to her home and check out the equipment.  We will also provide ********, if she is interested, in articles that will back up our claim that softened water is better for appliances, fixtures, hot water heaters, etc. than unsoftened water.
  
  Kindest regards
  
  Sarah D M****

  Customer response

  11/28/2023

  
  I am rejecting this response because: They are rejecting the fact that the water softener when put on my city water is corrosive, damaged water heater and bad for environment and rest of plumbing system.

  Plumber has removed many softeners from Columbus city water for similar and worse issues. They did not even give me an option to keep softener as they warranty the water heater and it would just damage it again.

  I do not deny softeners have benefits but not on my city water. It is corrosive and could have caused many worse problems. While there are many softener sellers claiming it does not corrode copper pipes or cause issues plumbers in my area have been seeing firsthand these issues occur not only to me and mine was caught relatively early (couple years)

  There was clear evidence of a problem and the system was maintained. It also is not good for the rest of the system to flush the salt water down the drains.

  This type of water is lacking minerals, it will pull minerals such as copper as it travels through the pipe systems. Eventually, the corrosion will perforate the pipe walls, creating pinhole leaks. It also damaged my water heater.

  Here is an excerpt from my city's website here. Also agreeing with this.

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

  "Columbus softens its water on average to 120 parts per million (ppm), or approximately 7 grains per gallon. This is considered moderately hard by national standards and is optimal for corrosion control. Very soft water can be corrosive to home plumbing."

  Therefore both my plumbers who have been seeing issues and the city water know this. It is only the sellers of the systems claiming it will not be harmful. 

  The system is already removed because they would not leave a harmful system in place so there is nothing to look at. I just wasted $6000 on the wrong type of system for my water and many are likely doing believing the claims of these companies.

  Regards,
  
  ******* *****

• Initial Complaint

  02/01/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Description: On November 2nd Sales person from Pure H2O, Inc provided wrong and false information about the Home Water system and based on that details I installed a water system and other products in my home on Nov 3rd. Within a few weeks, I was not satisfied with the products and contacted the salesperson and the company. They said I can't return any items once I bought them. Here my issues 1. Sales person said I can return if we are not satisfied or happy with the product during the sale. But after installation, he said we cannot return. 2. In the document anywhere, not mention Product is not returnable. 3. Sales person didn't mention about how much interest rate of my financial option and it was not mentioned in the document provided. 4. I am a first-time home buyer and I don't have any knowledge about the Home water system. The salesperson was provided false information about returns, interest rates and service. Reported this issue to **** ***** but they Denied my complaint. I am going to pay the amount for unused products and extra (Interest) for my water system product. I contacted Pure H2O, Inc and **** ***** about my problem but no response. I am frustrated with this water system, service, and total cost. I am a first-time home buyer and try to manage my finances. I have 3 dependents and I am only earning income.

  Business response

  02/01/2023

  Please find enclosed documents regarding ******** ******.  I have included the contract, the install documentation, a record of calls, including dates, with the ******'s and all of the finance paperwork.  I believe that Pure H2O did everything necessary to inform the customer of the sale and installation. If you have any questions please let me know.

   

  Kindest regards

  ***** * *****

  Customer response

  02/02/2023

  I am rejecting this response because: Completely different information shared by sales person from this document. Sales person or Pure H2O didn't provided this document during sales. I signed through his iPad and not chance to review all points mention in document and also Sale person didn't inform about these term and conditions. He said I can return clean start if I am not satisficed. I called multiple times and no response. I reported about Clean start and no response from company. I sent Text on Dec 2nd but no reply. Attached the text screenshots. Everything clearly in document but sales person communicated wrong information to us. He was focused us to buy all these equipment. 
  
  Regards,
  
  ******** ******

  Business response

  02/17/2023

  Mr. ****** has stated all along that he would like to have the entire system removed.  I will however, agree to remove the CleanStart, as long as it is in perfect condition, and return $1000.00.  As far as the interest on the loan, Mr. ****** can find the information on page six of his paperwork, the page was signed by Mr. ******.

   

  Thank you

   ***** * *****

  Sarah D M**** 

  Customer response

  02/22/2023

  Better Business Bureau: I can return clean start. It is in good condition. I used only 2 times. How to return and refund $1000 will adjust in my loan? 
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ******** ******

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Reverse Osmosis System I had an old water treatment system and Reverse Osmosis System I purchased from ******** 15 Years ago This system started to leak in the basement, So I went shopping at **** ***** for a replacement. At **** ***** they had me fill out some paperwork to have them come out and look at the replacing the system and a price. Pure H2O came out it is my understanding that **** ***** purchased this company They tested the water treatment and said it should be replaced They gave me a cost estimate of $7600 for them to replace and take away the old ******** system. On 12/15/2022 they replaced the water treatment and Reverse Osmosis System. Was told that the tank on the Reverse Osmosis System would take 1 1/2 to 2 hours to fill. When I used the tap to the ROS had a low pressure Talk with H2O and they sent out a tech on 1/10/2023 He said the only thing he could do was to disconnect it from the refrigerator and tap at sink. Talked to Columbus and Cincinnati office they told the tech to hold off for two weeks Plus if they removed it. I would not get credit for the system. Also talked to the manager at **** ***** @ 4:00pm yesterday 1/10/23 and he said he would call back in two hours still have not heard anything. The Manager was to call back from Columbus after the clerk called me this morning and have not received that call. I just want it fixed. The old Reverse Osmosis System had twice the pressure. If they cannot fix this issue, then I should get credit to have this one replaced

  Business response

  01/13/2023

  Pure H2O was out to Mr. *********** home on January 10, 2023 and we are going out again on January 20, 2023 to straighten out the problem with the water pressure in the Reverse Osmosis drinking system.

  Customer response

  01/17/2023

  I accept the business's response to resolve this complaint.
  Regards,
  
  ******* *********

• Initial Complaint

  03/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a house that had a Rainsoft water softener installed. 6-7 months after I moved in, the seals broke in the softener, and it leaked. Which caused my water bill to quadruple. Once I realized what the issue was, I called their Cincinnati office and had a tech come out to fix it. The issue was caused by the houses water pressure being too high. I didnt have anything to control that. So, he replaced the seals and added a water pressure regulator. He told me that Rainsoft (PureH2O) would help me with my water bill. So I got all the paperwork together and sent it to them. Now they are denying me any help, and blaming me because the pressure was too high and I am not the original purchaser. I didnt ask to have the softener. I didnt have it installed so I didnt know anything about it. Why should i be penalized. Plus I was told they would help me, and now theyre not going to.

  Business response

  03/29/2022

  Pure H2O installed water purification equipment for the previous homeowners on 4/19/2019. The home was later sold in February of 2021 to Ms. ********. Unfortunately, the limited lifetime warranty offered on RainSoft equipment, and potential water bill reimbursement coverage is non-transferable. Pure H2O was contacted in February of 2022 by Ms. ******** requesting service after discovering the unit was running continuously. We advised her to bypass the conditioner, and a service appointment was scheduled. On 2/17/2022, the technician found the high water pressure in the home required the installation of a PRV (pressure regulating valve), and the seals on the equipment needed to be replaced. At the time of the installation, the house pressure was within the proper limits. It is not uncommon for the home PSI to increase due to waterline, road, or commercial/residential construction. Our records show routine maintenance was not performed on the equipment as recommended. We understand Ms. ********'s frustration and would like to offer to pay $70, half of the additional expense she incurred from the excess water usage.
  

  Customer response

  03/30/2022

  I accept the business's response to resolve this complaint. 
  
  Regards,
  ****** ********

• Initial Complaint

  10/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pure H2O placed a water softener in our basement in our new house and a water filter system in the kitchen. the filter system leaked under the kitchen sink and when they repaired it it had a bad or incorrectly installed washer in the system causing it to leak. They did not repair the wood that was damagged under the sink. Yesterday morning when we went downstairs, the carpet in the finished basement opposite the unfinished part of the basement where the water softener was placed was sopping wet and the hose coming from the water softener was hanging loose so I placed it where I thought it belonged which was not correct and the tank overflowed onto the floor. I turned off the water to the house and called the company. he explained how to use the crank to turn off the unit and a repair person came out and he attached the hose to the larger drain coming from the furnace. apparently the hose came out of the drain because it had not been secured. the repairman kept insisting that I should have had the unit serviced, but I pointed out to him that the hose should have been secured when the unit was installed and having the unit "serviced" would not have made a difference unless they just happened to notice that the hose was not secured . It is an installation fault of the company for not securing it when the unit was installed. the service person was argumentative and kept repeating the same thing "that you should have had it serviced" and" you should have called right away". Calling right away would not have made a difference because the displaced, not secured, hose had already spilled a full tank of water into the finished basement. The second spilling of water was not so much because I saw it coming out of the tank. I want them to stop blaming me, the victim, and make restitution for the problem their faulty installations caused.

  Business response

  11/02/2021

  *******s RainSoft units were installed in December of 2019.  The drain line must have been secured otherwise they would have had a problem long before now with the conditioner plus the technician who went out to *******s home could see where the drain line had been secured.  It sounds like the drain line was dislodged, for whatever reason and flooded the basement.  According to the technician he was not criticizing ****** about not getting her units serviced but asking why she did not call service when she found that the basement was flooded earlier in the day but instead hooked the line up to the brine tank and caused further flooding.   When ****** hooked the drain line to the brine tank it made it impossible to know how much damage was caused by the drain line coming lose.  I will make sure that we contact ****** about getting the bottom of the sink fixed, this small leak occurred because of a bad seal in the reverse osmosis system back in October of 2020. I am prepared to write a check to ****** for $1000.00 to clean or replace the carpet. I apologize for any inconvenience that we may have caused ******.

  Kindest regards

  ***** * *****

• Initial Complaint

  09/13/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have pure h2o water softener and filter device installed at my house about a year ago for around $7000. At that time they said they will move the system if we buy a new house anywhere in the United States for free. Few weeks ago I called them about the equipment move they told me it will cost around $380 for uninstallation from my old house and $450+ to install it in my new house. That system I completely regret installing after few days because my family member installed similar system for less than $2000. I stopped myself from filing a complaint when I installed because I knew I made a big mistake and it is OK for some people to take advantage but when I found out they lied about the free move and their replacement filters cost over $200 which is ridiculous. You can buy similar system for around $1000 and replacement filter for $15. This business is stealing money from innocent people like us.

  Business response

  09/14/2021

  ***** and ***** had their system installed nearly two years ago, up until now there were no complaints.  The Sales Representative that sold the *********s the system has been with Pure H2O for almost 20 years and I find it difficult to believe that he would promise to move a customers system anywhere in the United States.  However, I was not in the home at the time of the sale so what I would like to do is to move the system to Pickerington (it is my understanding that the customer is moving locally) at no charge and installing the system with charges only if we need to drill granite, have to install an electrical outlet or have drywall work that needs to be done.

  Kindest regards

  Sarah D M****

  Customer response

  09/29/2021

  We are waiting for Pure H2O to contact us. I have moved to **************************************************. Please ask them to call me at ************ to make arrangement for the install. Thank you.   

  Business response

  10/01/2021

  The customer was called by our service department and is scheduled for the reconnect of their equipment at their new address on 10/5/2021 at no charge to the customer. 

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