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:03/04/2025

  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.

  I purchased a water purification system from Tennessee Water and Air on 2/19/2025. It was installed on 2/27/2025. I am paying $5,495.00 for the system. On 3/3/2025 I contacted Tennessee Water informing them know that the system is not softening my water. Tennessee Water was committed to provide a system works properly. I am trying to resolve the issue, they were supposed to have been here this morning to address the issue. However they have not sent a technician. I don't believe they are making an effort to address. Please assist me with this problem.

  

  Business Response

  Date: 03/04/2025

  Thank you for your email. First, we would like to apologize for the frustration you've been experiencing recently. We want you to know that we take customer satisfaction seriously and are glad to hear from you.
  

  According to our records, this has been resolved. Our technician resolved all issues during his scheduled visit on 3/4/25. 
  

  Since 1980, the Tennessee Water & Air Technology team has been committed to giving each one of our customers the highest quality service and customer satisfaction. 
  

  We take all reviews and complaints seriously and always want our customers to have a great experience with us! We greatly appreciate your feedback and hope that we can come to an amenable resolution.  
  

  If you have any further questions or concerns, please do not hesitate to contact us.
  
  
  Sincerely,
  Tennessee Water & Air Technology

• Initial Complaint

  Date:09/03/2024

  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.

  I am filing a complaint against TN Water & Air Tech for a poorly executed installation that led to significant damage and expenses. Recently, we discovered multiple leaks in the pipes connected to water tanks installed by TN Water & Air Tech. The technician chose to use old, unsecured pipes hanging from the ceiling rather than installing new, properly secured ones. This led to water spraying throughout our storeroom, causing ceiling tiles to collapse and soaking the carpet. Despite my husband turning off the main water valve, the leaks continued. We had to arrange emergency repairs and carpet cleaning, which cost nearly $500—a significant burden for us as retired seniors on a fixed income. A TN Water & Air Tech technician had inspected our system two weeks prior to the incident but did not address the improper pipe connections. After the damage occurred, TN Water & Air Tech charged us for repairs and twice for moving the tanks to clean the carpet. While we appreciate the cleaner water provided by their product and have been loyal customers, we are disappointed by the lack of support in resolving this issue. We believe TN Water & Air Tech should offer compensation for the damage and expenses caused by their inadequate installation work. We request the Better Business Bureau’s assistance in seeking resolution from TN Water & Air Tech.

  

  Business Response

  Date: 09/18/2024

  Thank you for your email. First, we would like to apologize for the frustration you've been experiencing recently. We want you to know that we take customer satisfaction seriously and are glad to hear from you.

  
  According to our records, the installation in question was completed back on 2/5/19. There have been no issues reported or complaints from the customer for the last 4 years (with annual services being completed and signed off on by the customer each year with no issues). 
  

  On 8/6 the customer reached out stating that they had a leak and that water had damaged the area. We sent out a Service Technician that same day and it was determined that the leak was due to existing home plumbing failure, not from any connection pipes to our units. As a curtesy, we helped repair the customer’s existing plumbing leak for $164.13 (instead of just having our Service Technician leave and referring them to a plumber). The customer paid this as well as signed off that the service performed was satisfactory and that everything was left in good condition. 

  
  On 8/9 the customer reached back out requesting a Service Technician to come out to unhook and move both units for them to have the carpets cleaned. Our Service Technician then moved and hooked both units back up, as well as ran/tested both units before leaving. We only charged the customer a $65 labor fee (which the customer paid and signed off that all service was performed satisfactory and left in good condition).    

  
  We are not liable for any damages or expenses incurred from the customer’s existing home plumbing failure. Furthermore, we believe that we went above-and-beyond by offering to have our Service Technician, who was already on-sight, go ahead and fix their home plumbing leak right then (which the customer agreed to). This was solely to help the customer save time and stress trying to find a plumber who could come out and address their leak ASAP. 

  
  Since 1980, the Tennessee Water & Air Technology team has been committed to giving each one of our customers the highest quality service and customer satisfaction. We take all reviews and complaints seriously and always want our customers to have a great experience with us! We greatly appreciate your feedback and hope that we can come to an amenable resolution.  

  
  If you have any further questions or concerns, please do not hesitate to contact us.
  
  
  Sincerely,
  Tennessee Water & Air Technology

• Initial Complaint

  Date:02/08/2024

  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 had a water conditioner and reverse osmosis system put in after repeated issues with it and many trips out by the service technicians the issues still remain. I’d like our money back

  

  Business Response

  Date: 02/09/2024

  Our service technician visited Mr. *****' home on Friday, February 9, 2024 between the hours of 9:00 & 11:00 am Eastern time.  The technician hooked up the RO to the refrigerator line and adjusted some of the hardness settings on the refiner.  An additional visit is needed to replace the housing on the Sediment Filter that was installed at the last visit.  Mr. ***** appeared to be pleased with the service provided and requested that the same technician be scheduled to return to complete the job.

  Customer Answer

  Date: 02/09/2024

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

  The technician DID NOT hook up the RO system to the refrigerator.  In fact he removed it from the RO unit from the refrigerator because it will not work with the fridge. So we have non RO water at the fridge. The water just trickles out of the water dispenser and the fridge will not make ice with the RO hooked up to it. The salesman had told us we would have RO water at the sink and at the fridge which we will not!! This is definitely  a miss representation of what was sold to us. The entire experience with getting this system installed has been awful except for the technicians. The systems HAVE NOT WORKED like the salesman stated they would. This is not what we paid so much money for and it’s more than frustrating. The water hardness was still very high today when the technician tested it the water has been hard since the system was installed. This system has been in since November and we have had hard water the entire time. Again there were more adjustments made to the settings today and fingers crossed this makes a difference.  The proper action would be to refund our money and remove all equipment! Then I will be satisfied. The owner stated that he won’t refund us because he has spent more money on our system than any other he has put in. That statement proves there has been many issues with this system which none are our fault. We should be given a full refund.

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

  

  Business Response

  Date: 02/14/2024

  Our service technician returned to the customer's residence on February 13, 2024, between 9:00 and 10:30 am EST, as a follow-up from the previous appointment on February 9, 2024. During this visit, the technician replaced the sediment filter, reinstalled the alkaline module, and arranged for a subsequent appointment to install a Everpure system. The Everpure system is designed to deliver premium quality water for ice applications and reduce water-related ice machine problems caused by build-up. The scheduling for the return visit will take place after February 22, 2024.

• Initial Complaint

  Date:11/27/2023

  Type:Customer Service 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.

  My family moved to Knoxville in 2018. We were quickly in the market for a whole home water filter/softener. A knowledgeable and experienced salesman (S) from TN Water Technology (TNWT) knocked on our door one evening and we let him proceed with a demonstration of their Hague product. The demonstration was compelling, but the price was around $2000 or so more than the competitive product we also had researched. They used a one time offer strategy that I despise, but that's not my complaint. What finally sold us to buy that day, was the offer that TNWT would move our system for free if we moved locally within 20 years. We knew we would move again eventually so the convenience was a huge factor. We have kept up with our yearly service from TNWT as recommended. Our system has worked well since we purchased it. We recently moved, and called TNWT to move our system. On Nov 5, 2023, The technician (T) was very professional and did a great job moving the system. When T completed the job, he gave us a bill for $864.05. T mentioned that he had only worked there for 3 months and wasn't aware of the free move policy. We paid T that day, thinking we would settle the issue with S. We were in the middle of a move and didn't have access to our paperwork at the time to find S's info that day. In retrospect, we should not have paid that day and settled the issue with the office instead. I found S's info and called about the bill. He said don't worry about it, He would get it resolved. When I heard back from S, he said the owner (O) stopped honoring the policy a few years ago due to increased expenses. The sales team is no longer allowed to offer the free move. I talked to O and he denied it was ever their policy, citing it isn't written in the contract. If you deal with TNWT, make sure the contract covers all spoken offers. O also mentioned the increased expenses. That being said, TWNT employees have been great to work with.

  

  Business Response

  Date: 11/27/2023

  Thank you for your email. First, we would like to apologize for the frustration this customer has experienced. We want you to know that we take customer satisfaction very seriously and are always glad to hear from our customers. Since filing this complaint, we are happy to report that the customer and the Tennessee Water & Air Technology Owner have resolved this issue by meeting halfway resulting in the customer being refunded $432.05. 

  Since 1980, the Tennessee Water & Air Technology team has been committed to giving each one of our customers the highest quality service and customer satisfaction. We take all reviews and complaints seriously and always want our customers to have a great experience with us! 
  
  If you have any further questions or concerns, please do not hesitate to contact us.
  
  Sincerely,
  Tennessee Water & Air Technology

  Customer Answer

  Date: 11/28/2023

  
  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.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:09/15/2023

  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.

  This Company is shameful & absolutely awful to deal with. There was damage to our home(flooding) from poor workmanship on their part & confirmed by them... Service manager must have gotten trained by a 1st grader. Owner was NO HELP. Our system was installed wrong and we were lied to repeatedly. I called, texted & emailed with NO resolve. I would not trust them to do any work in your home they are shady and not willing to be held accountable for the damages done by the equipment they service. Filing law suit is our next step.

  Customer Answer

  Date: 09/26/2023

  After weeks of requesting his email to send pics of damages, ***** *****, the Owner provided: ***********************

  He continued to reject our claims of water damage that we have proof of & tried to "gaslight" me...  

  

  Business Response

  Date: 09/27/2023

  Thank you for your email. First, we would like to apologize for the frustration this customer has been experiencing lately. We want you to know that we take customer satisfaction very seriously and are always glad to hear from our customers. 
  
  According to our records, we received a call to our after hours emergency service line on Saturday, 7/29/23 at 12:50pm EST (with a report that there was water coming out of the back of the washing machine unit). When our Service Department manager returned this customer’s call to inform him that a service crew was on route to help clean up and assess the situation, the customer told him that it has all been taken care of and that there was no reason to send a crew out. Our Service Department Manager informed the customer that it was great that the situation was taken care of and that we can send out our crew on Monday, 7/31/23 at 2pm EST to check on everything and to figure out what the issue was. The customer agreed to us sending a crew out on Monday for this. 
  
  On Monday, 7/31/23 our owner personally drove out to follow-up with this customer and make sure everything was inspected and well taken care of. When he was on route, our owner called this customer to let him know that we are on schedule and will be there at 2pm. The customer responded that he would not be home and that he would call us and let us know when we can come back out.
  
  After not hearing back from the customer, our owner tried calling the customer on multiple occasions to follow-up. The customer finally responded to a 8/3/23 text message informing our owner that they decided to have damages fixed themselves with subcontractors and that they would appreciate being reimbursed for all damages. They also stated that they had an additional issue with their dishwasher door (which was not brought to our attention in any of the previous communication with this customer). 
  
  On 9/8/23 the customer texted our owner stating that the quote they have received to fix all damages is $2,750.00. He also stated that he needs this paid ASAP because they have “a small window of time between life events right now” (please note that this is over a month after the customer communicated that he would be using subcontractors to fix the damages themselves).
  
  Our owner responded that he will need to be sent before and after photos of any alleged damages as well as an invoice. The customer agreed and said that they would email everything over (to date we have only received before photos. Never received after photos or an invoice for repair service). Please see attached photos of alleged damages the customer claims costs $2,750.00 to repair. 
  
  Additionally, this customer still currently has a balance due of $1,500 for the purchase of his Maytag system back on 7/21/23. When this remaining balance was communicated to the customer, they responded that they would see us in court.  
  
  We believe that we did everything possible to try and assist this customer after they reached out to our emergency service line on Saturday, 7/29. We were blocked by the customer on multiple occasions from seeing any of the alleged damages or to inspect unit. We also never received an invoice or any after photos of repairs done that the customer is demanding we pay for. 
  
  Since 1980, the Tennessee Water & Air Technology team has been committed to giving each one of our customers the highest quality service and customer satisfaction. We take all reviews and complaints seriously and always want our customers to have a great experience with us! 
  
  If you have any further questions or concerns, please do not hesitate to contact us.
  
  Sincerely,
  Tennessee Water & Air Technology

  

  Business Response

  Date: 09/27/2023

  Date Sent: 9/27/2023 3:04:17 PM
  Thank you for your email. First, we would like to apologize for the frustration this customer has been experiencing lately. We want you to know that we take customer satisfaction very seriously and are always glad to hear from our customers. 
  
  According to our records, we received a call to our after hours emergency service line on Saturday, 7/29/23 at 12:50pm EST (with a report that there was water coming out of the back of the washing machine unit). When our Service Department manager returned this customer’s call to inform him that a service crew was on route to help clean up and assess the situation, the customer told him that it has all been taken care of and that there was no reason to send a crew out. Our Service Department Manager informed the customer that it was great that the situation was taken care of and that we can send out our crew on Monday, 7/31/23 at 2pm EST to check on everything and to figure out what the issue was. The customer agreed to us sending a crew out on Monday for this. 
  
  On Monday, 7/31/23 our owner personally drove out to follow-up with this customer and make sure everything was inspected and well taken care of. When he was on route, our owner called this customer to let him know that we are on schedule and will be there at 2pm. The customer responded that he would not be home and that he would call us and let us know when we can come back out.
  
  After not hearing back from the customer, our owner tried calling the customer on multiple occasions to follow-up. The customer finally responded to a 8/3/23 text message informing our owner that they decided to have damages fixed themselves with subcontractors and that they would appreciate being reimbursed for all damages. They also stated that they had an additional issue with their dishwasher door (which was not brought to our attention in any of the previous communication with this customer). 
  
  On 9/8/23 the customer texted our owner stating that the quote they have received to fix all damages is $2,750.00. He also stated that he needs this paid ASAP because they have “a small window of time between life events right now” (please note that this is over a month after the customer communicated that he would be using subcontractors to fix the damages themselves).
  
  Our owner responded that he will need to be sent before and after photos of any alleged damages as well as an invoice. The customer agreed and said that they would email everything over (to date we have only received before photos. Never received after photos or an invoice for repair service). Please see attached photos of alleged damages the customer claims costs $2,750.00 to repair. 
  
  Additionally, this customer still currently has a balance due of $1,500 for the purchase of his Maytag system back on 7/21/23. When this remaining balance was communicated to the customer, they responded that they would see us in court.  
  
  We believe that we did everything possible to try and assist this customer after they reached out to our emergency service line on Saturday, 7/29. We were blocked by the customer on multiple occasions from seeing any of the alleged damages or to inspect unit. We also never received an invoice or any after photos of repairs done that the customer is demanding we pay for. 
  
  Since 1980, the Tennessee Water & Air Technology team has been committed to giving each one of our customers the highest quality service and customer satisfaction. We take all reviews and complaints seriously and always want our customers to have a great experience with us! 
  
  If you have any further questions or concerns, please do not hesitate to contact us.
  
  Sincerely,
  Tennessee Water & Air Technology

• Initial Complaint

  Date:07/28/2023

  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.

  Tennessee water and air left me a notice in my mailbox when I first moved to the state about putting a water system in my home. I called them to get a quote to which they came out to hard sell me on their product saying that they would be able to get everything approved on a tank system as well as internal filtration. They had installers come out and what the original rep had told me was impossible to link the filtration to my fridge, and that they were unable to put a tank inside my home as quoted. They have came up with a secondary plan to put the tank outside, and the installers advised that the company deals with HOA and all approvals. This was in early march 2023. The company then continued to give me the run around for months about my HOA being difficult and approving their request. He continuously asked me to continue to resubmit my request on his behalf to which I did. He continued to tell me that I was lying and then I need to continue to resubmit it. After his continual pushing, I told him because it had been so long I was no longer interested as it did not seem like it was going to come to fruition, and he continued to push off his job responsibilities on selling the product on me. On Monday, May 29 nearly 3 months after the initial quote and partial install. I sent a text asking him to just send me an invoice with everything that I had already gotten to that point and I didn’t want any additional services to which he agreed. He never sent this email and I asked him to come get his equipment as I was no longer interested in any of it, since he continued to be difficult and ignore me. Two months later I received an email of them again asking me to sign for the product but I had already asked the Rep to come get it. Today I got another strong-arm email with them saying that they had filed a UCC-1 Fixture Filing on the $3500 indebtedness with the Anderson County Register of Deeds. This is absolutely crazy business practices which I can’t deem as legal.

  

  Business Response

  Date: 08/09/2023

  Thank you for your email. First, we would like to apologize for the frustration you've been experiencing recently. We want you to know that we take customer satisfaction seriously and are glad to hear from you.
  

  After looking into the issue further, we are able to offer the following option to resolve this issue:

  - We are willing to waive the $800 installation charge, pick-up all equipment, and withdraw the UCC-1 Fixture Filing if customer also withdraws his BBB complaint and agrees to not post any negative reviews on any platform in the future regarding our company.   
  According to our records, our Sales Technician went out to the customer’s residence on 3 separate occasions to work with the customer on submitting their request for approval to their HOA (as well as created a mock-up rendering to include in their HOA request- which the customer received and approved). 

  We believe that we did everything possible to try and assist this customer with their HOA request and are more than willing to waive their installation charge in good faith. Since a Purchase Agreement was signed by the customer on 3/23/23, as well as signed approval for the 3/24/23 install date, we are not liable for replacing or repairing any damage in the customer’s home due to customer no longer wanting equipment that was signed for and installed months prior.    
  

  Since 1980, the Tennessee Water & Air Technology team has been committed to giving each one of our customers the highest quality service and customer satisfaction. Our customers always have the option to cancel their purchase within three business days from their purchase date (which this customer elected not to do).  

  We take all reviews and complaints seriously and always want our customers to have a great experience with us! We greatly appreciate your feedback and hope that we can come to an amenable resolution.  
  

  If you have any further questions or concerns, please do not hesitate to contact us.
  
  Sincerely,
  Tennessee Water & Air Technology

  Customer Answer

  Date: 08/09/2023

  
  Complaint: ********
  
  I am rejecting this response because their rep was asked on multiple occasions to come get the equipment to which he ignored and the company attempted an extremely unprofessional reply and resolution with only giving less than 48 hours between original request for me to pay something I had already rejected (see texts uploaded) and UCC filing after ignoring me for months. The original contract that was signed, was signed under the impression that the tank would be located inside of my house with lines connected to fridge (see texts again). Under those guidelines, I did originally sign after the installation company came out. I signed nothing else past that point when they attempted changes to the agreement. That’s when all of the HOA issues had started POST me signing it and under different guides. Their business practices or false, and unjust. They attempted to modify the original agreement by placing the tank outside, which needed the HOA’s approval, which he admitted they were being difffucult with him but also was not the original agreement when they came to sell the product. Due to this, I would like everything waved and the holes and damaged caused fixed. I am not willing to budge on this as we are now MONTHS into this  

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