Complaints

This profile includes complaints for Sweetwater Home Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sweetwater Home Services

  1724 Cheddar Loop Austin, TX 78728-4027

  
• 

  Sweetwater Home Services

  3300 Nacogdoches Rd #180 San Antonio, TX 78217-3373

  

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:09/24/2024

  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.

  Sweetwater in the *** installed our Rheem water heater in Dec 2022. This was a purchase from ********** that was installed by Sweetwater. We came home this weekend to find water in the garage that came from the cold water line feeding the tank. Turns out that the installers used galvanized pipe at the inlet and did not properly thread tape. Photo shows where they did prep all of the other pipes, but not the inlet. Needed this fixed ASAP and I couldn't wait for Sweetwater to send another questionable plumber, so had a reputable company fix the problem with a brass connector. Asked **** at Sweetwater for reimbursement of the $250 charge and he refused. I wasn't even asking for them to cover the cleanup costs! Just hoping that the water didn't seep into the electronics of the heater, causing future issues.

  

  Business Response

  Date: 09/25/2024

   

  Dear Mrs. ************ am so sorry to hear of a leak on your water heater. This water heater was installed almost 2 years ago.I cannot comment on whether there was sufficient tape on the inlet as we were never allowed to see it. I spoke with our water heater advisor **** to ask for the history of your contact. He stated your husband called on Monday to let us know of the leak and was scheduled for Tuesday morning. During your husbands conversation with ****, he indicated he might just call his own plumber. **** told him at that time that we do not reimburse other plumbers work. My office confirmed you were scheduled for yesterday morning, however you called to cancel the appointment.

  
  Mrs. ******, I can certainly appreciate you being upset with this situation however we would have come to make the repair at no charge. I cannot authorize my company to pay a competitive plumber without previously agreeing. In the future, please contact us if you should have any further problems with the water heater. All our plumbers are licensed and insured to protect you. Again, I apologize for the leak, however we cannot be responsible for repairs we were not given the opportunity to repair.
  
  Thank you,
  ******* J ******

  Customer Answer

  Date: 09/25/2024

  Complaint: 22332009
  
  I am rejecting this response because this was an installation with poor materials and workmanship.  We have not requested reimbursement for the damage that the water caused, nor the subsequent clean-up.  We ask only for the reimbursement of the documented repair of the defective install.  It should be understandable that we wanted an unbiased third party to assess and repair the problem, as Sweetwater did not do the job right the first time.
  

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

• Initial Complaint

  Date:04/17/2024

  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.

  Sweetwater home services offers free no obligations in home water testing, and promises a $20.00 ********** Gift Card. Sweetwater Home services visited my home to do a water testing on 4/3/24, that evening the sales rep ***** reminded me that I would get a gift card via email the next day. I waited and checked spam/junk email and nothing. I called the San ************** at 3:53pm on 4/11/24. They took my name and email address again and said I would have it within 15 minutes in via email. I did not receive the email, I confirmed it is not in my junk mail. I called my sales rep ***** on 4/15/24 @ 11:36am ***** asked me to text him my name and email address and he would call the office and have them send me the gift card. At the end of day, I had not received anything and sent a text stating "Don't forget about my gift card" I did not get a reply. I messaged again on 4/16/24 08:19am and they are no longer responding to my requests.

  

  Business Response

  Date: 05/10/2024

   

  I am responding to *********************************** concern of not receiving his gift card. Our company send out over 400 of these monthly and generally never miss a client. I checked with my department that sends out these cards and ********************* has had his card emailed to him 3 times. The last date was 4-18-24. Regardless, we have confirmed he has received his card and all should be good. not sure why it took 3 times for him to receive it, perhaps it was in his clutter file.

  Thank you,

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

  President

• Initial Complaint

  Date:02/19/2024

  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.

  Our Rainsoft water filtration system serviced by Sweetwater Home Services have had a sulfur like smell for the past 6 months so we could not use it for drinking, bathing, or washing. In the past 20 years I have spent about $20,000. with Sweetwater for safe, soft water. Outside analysis say the tanks are old and need replacing. Sweetwater refuses to help us solve the problem despite the lifetime warranties we have. We are paying for bottled water now. The contaminated water has caused rashes on our skin, spots on our washing, and stomach irritations. Please help us.

  

  Business Response

  Date: 02/20/2024

   

  ****************** has been offered for us to disinfect her system and replace her filters, but has yet allowed us to do so. I have requested information regarding the third party who has tested to determined this is even an issue however she will not provide this information. She has requested for us to replace her system which we cannot do. The manufacturer will only replace her tanks if there is a defect. They can easily be cleaned and we are willing to do this if she will allow. After numerous letter writing, I offered arbitration as a means to have a third party assist to ensure we are meeting our obligation with the customer.

• Initial Complaint

  Date:11/03/2023

  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.

  On October 21, 2023, we entered into an agreement for a water softener system with Sweetwater home services. In the signed contract, a 3 business day period was allowed for us to cancel the agreement. On October 24, 2023, we sent a telegram as required by the contract to the ****** office notifying the business that we were terminating the agreement. No equipment had been delivered or installed so it should have been a clean cancellation. The telegram was received on the 25th and a picture of the voided check was sent as confirmation that the agreement was terminated. On October 31, I received notice that the funds had been withdrawn from my account. I called and was informed that it was a mistake on the part of the *********** office and that the funds would be back on November 3. There is still no indication that the funds have been or will be returned. I have lost confidence in this business.

  Customer Answer

  Date: 11/15/2023

  Better Business Bureau:
   

  This complaint can be resolved. I still don't understand how this all happened, but was able to get a hold of someone who could provide proof the withdrawal had been reversed and the money has been refunded to our account.

   

  Thank you, 

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

• Initial Complaint

  Date:10/09/2023

  Type:Delivery 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.

  On Nov 3, 2021 ****pm - I had emailed the Sweetwater Home Services salesperson, ******, that from the two sets of soap boxes he had dropped off, one set was from me and the other was for me neighbor as a referral bonus.On Nov 3, 2021 ****pm - The Sweetwater Home Services salesperson, ******, agreed that one set was for me and the orther was for the referral. Furthermore, ****** stated that I can call them and they will deliver another set to me at any time.On Sept 30, 2023 I went to the Sweetwater Home Services office and the manager at the location denied my request for the soap set. To add insult to injury, ****** also stated that I am not eligible for the second set.I have attached the relevant emails.

  

  Business Response

  Date: 01/19/2024

  When Sweetwater Home Services installs a complete water treatment package for a customer, we also deliver a supply of pure soaps that are designed and formulated to work with conditioned water. Typically, each customer will receive 1 package however our representative included 2 packages, possible due to a larger family. On Mr. ***** installation order it stated that 2 packages were delivered so this is the reason he was denied a second set. When ************ came into our office he did state to our customer service representative that he had given the second set to a neighbor or friend for referring him to our company. That pretty much assured us his request had been fulfilled.

   

  Now ************ wants us to provide a third soap package for him. I am willing to do this simply for customer satisfaction however I also want to state this is all we are willing to provide. The soap package we provide is costly and of extremely high quality. If he wants to provide this for his neighbors or friends, we cannot support ongoing supplies.

   

  Please contact me if I can be of any further assistance.

• Initial Complaint

  Date:07/25/2023

  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.

  The company provide an assurance Guarantee of 30 days that if I could find another manufacturing company that A. offered a lower price, B pass the same water certification, and C, offer the same or better LIfetime warranty,, that my water filtration system cost would be cancelled, and I would get to keep the system, with their compliments.. After providing all required documents, which I have attached, I have been meet with nothing but trash talk, and now that my 30 days have ended, I have not received any contact from the company. I'm taking this step before I seek legal ramifications.

  

  Business Response

  Date: 08/24/2023

  ********************** purchased a water treatment system from our company and was offered our assurance guarantee. This states that if he can find an original manufacturer that offers the same product, with the same warranty and certifications, for less money, we will refund his money and allow him to keep the system. ********************** contacted us with a product from Jasons water care which he claims to meet these requirements. I am very familiar with ****** Water Care. He is an assembler of components made by several manufacturers. He builds a system and then places his (lifetime) warranty on the system which exceeds the warranty given by the manufacturers of those components.

   

  ********************** is under the impression that is also what our manufacturer (RainSoft) does. RainSoft is a 70 year old manufacturer that holds patents on the equipment we sell. Our components are not purchased off someone elses shelf and assembled and have proprietary components that are exclusive to RainSoft. The product is backed by the best warranties in the industry by a *************************************************************************** a nutshell, RainSoft is a true manufacturer. If ********************** would have presented his claim from a true manufacturer such as ********, Kenitico, or Eco water, it would have been given the attention it deserved.

   

  Bottom line, anyone can build a water treatment system by ordering components and assembling them. The fact that ****** offers a warranty that far exceeds the warranty of the components he is building with, seems very unethical. Consumers who purchase his product will find that out sooner or later. When the complaints get to be too excessive, he only needs to change his name and walk away from his warranty. If this is the company ********************** has chosen, I wish him the best of luck however I will not offer our assurance guarantee against this type of assembler.

   

  Thank you,

  Customer Answer

  Date: 08/26/2023

  Complaint: 20370290
  
  I am rejecting this response because: Sweet Water Home Services started its company **** WHICH IS ONLY 36 YEARS. ******* water systems, started its company 39 years ago, so I don't think *****'s water System is just going to "to change his name and walk away from his warranty" as you so put it.  Yes it is true, that Sweet Water Home Services sells products from RainSoft, and RainSoft has a patent on a valve, is all I could find. The parent company of Rainsoft, Aquion was merged with Pentair in 2018, So Pentair/Aquion Supplies parts from all over the world to Rainsoft to manufacture their products in their garages, Just like everyone else does. Nevertheless, the Assurance Guarantee does not set the definitions of what is, and isn't, a manufacturer or "assembler" according to one persons opinion. It maybe very well that Pentair/ Aquion supply parts to *****'s Water Systems, and just maybe *****'s Water Supply is the next  Culligan, or Kentico, but it has definitely been in service longer than Sweet Water Home Services. My main concern is if Sweet Water Home Services won't honor their Guarantee, What chance do I have of them honoring their Warranty?

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

   

   

  ********************** purchased a water treatment system from our company and was offered our assurance guarantee. This states that if he can find an original manufacturer that offers the same product, with the same warranty and certifications, for less money, we will refund his money and allow him to keep the system. ********************** contacted us with a product from Jasons water care which he claims to meet these requirements. I am very familiar with ****** Water Care. He is an assembler of components made by several manufacturers. He builds a system and then places his (lifetime) warranty on the system which exceeds the warranty given by the manufacturers of those components.
  
  ********************** is under the impression that is also what our manufacturer (RainSoft) does. RainSoft is a 70 year old manufacturer that holds patents on the equipment we sell. Our components are not purchased off someone elses shelf and assembled and have proprietary components that are exclusive to RainSoft. The product is backed by the best warranties in the industry by a *************************************************************************** a nutshell, RainSoft is a true manufacturer. If ********************** would have presented his claim from a true manufacturer such as Culligan, Kenitico, or Eco water, it would have been given the attention it deserved.
  
  Bottom line, anyone can build a water treatment system by ordering components and assembling them. The fact that ****** offers a warranty that far exceeds the warranty of the components he is building with, seems very unethical. Consumers who purchase his product will find that out sooner or later. When the complaints get to be too excessive, he only needs to change his name and walk away from his warranty. If this is the company ********************** has chosen, I wish him the best of luck however I will not offer our assurance guarantee against this type of assembler.
  
  Thank you,

• Initial Complaint

  Date:06/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased their water softer and RO machine in 2020 and every year we pick up our new filter. Well for the past two months straight I have called over and over about picking up a new filter (you cant just order on their online website and you cannot purchase a knock off on Amazon) and every time I call they tell me the same thingIts not available but call next week. then I call and the same story, well I havent been able to use my filter in two months so what am I suppose to do? There is no other location I can go to and if they do have an order available they will not notify or hold one for me and shipping directly to the house is 30 dollars, ridiculous when the filter is already over 100. Its 2023 and their customer service/communication is complete trash. Whats the point of buying a RO Machine if I cant replace the filter?!? DO NOT USE THIS COMPANY.

  

  Business Response

  Date: 08/02/2023

  ***************** is correct that we were out of filters for her Reverse Osmosis system for a period of time. This was not due to any problem with Sweetwater Home Services, but with the manufacturer of the ** unit. Supply chain issues caused delays in some of the material used to make these, delaying their shipment. I did note that ***************** was able to purchase her filters on July 6^th when they were available. I do understand her frustration as I was also in constant communication with our manufacturer to resolve this problem. The past couple of years have been a struggle since COVID disrupted our lives however hopefully things are getting back to normal now.

  I would like to point out there was no reason to not use her ** system while waiting for the filters. Only after 1 year of being overdue on their filter change will we suggest not to use the water. Regardless, the supply chain issue has been resolved and there are now an abundant amount of filters.  I sincerely apologize for the delay and will place a note in her file that the next time her filters are due, we will discount the filter price by 50% to make up for her frustration.

   

  Please let me know if there is anything else you need.

• Initial Complaint

  Date:02/08/2023

  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 drinking water filtration system in 2017. At that time we were told to simply call if we ever have a problem, Last week the system started leaking. I call the owner/installer and he simply hung up and then blocked my calls. I then called the office and they were somewhat more helpful. They told me how to stop the leak. Then scheduled the repair for the nineth of February between one and five.Today we used our dish washer for the first time since the leak and it leaked again. I called again and was told they couldn't schedule repairers until the twentieth! One word can describes this business's quality of work unprofessional!

  

  Business Response

  Date: 03/31/2023

  I apologize for the late response however I have been out of the office on vacation and did not see your correspondence until today. I looked into this complaint and this is what I have found. ****************** contacted us regarding a leak on 2-7-2023. We scheduled a call with him on the 9^th and gave him a few things he might do to stop the leak. On February 9^th ****************** cancelled his appointment with us as he was able to stop the leak. A few days later, he called back to say when he tried to use his dishwasher, it leaked. Unfortunately, like many businesses here, we are short handed and needed to schedule him for the 20^th. The leak only occurred when he ran his dishwasher so we asked him not to do so until we went to see him.

  On February 20^th we sent a technician to his home to determine where this leak could be coming from. Upon inspection, we found he had installed a new garbage disposal and whoever did the work did not take out the plug that accepts water from the dishwasher. This had nothing to do with Sweetwater or the work we did. Regardless, we removed the plug from his new garbage disposal, reconnected the drain, and everything worked fine. Even though the leak had nothing to do with our equipment, he was not charged for this work.

  Hope this clarifies this complaint.

  Thank you,

  Customer Answer

  Date: 04/10/2023

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:09/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Earlier today, 9/22/2022, I had a SweetWater (Rain Soft) Technician came to my home at approximately 8:54am to replace a drinking water filter in my home. I was not present but the "Adult" present was my 69 year old mother who let the technician ************** into my home to replace the filter in the canister underneath our sink. We paid a total of $193.92 via check for the job when it was complete, once the job was completed my mother called me to notify that the tech had finished but also to let me know that the kitchen cabinet that he open/closed to replace the filter was loose and / or broken. When I was notified of this, I contacted the local office in *******, ** just to put them on notice that the cabinet was loose and / or broken but I wasn't home and did not know the extent of the damage. The operator who answered the call put me on hold and based on her response when she got back on the line was that the tech told her that my mother told him that maybe it was my daughters. My mother, who was present during this service call, told me and the main office when she called them that the tech was the one that asked if we had children (which if he looked around our home, it was obvious we did as we have toys and a large play kitchen set right across from our kitchen) adjacent to where he was working. I presume he asked after he knowingly broke the cabinet because my mother saw him open the cabinet 2x, the 1st, the door looked fine the 2nd time, the door was ****** and hanging from its hinges. The operator we spoke to continued to blame our children, then asked how "OLD" the home was and cited that maybe it was wear and tear. We have been Sweetwater Customers for almost a decade now and today's experience was poor and while I don't know how much damage was left, I expect for Sweetwater to repair any damage left behind by their tech. Not to sound vain but our home is well kept, including our hardwood cabinets.

  

  Business Response

  Date: 10/13/2022

  Sweetwater Home Services is sorry to hear of the cabinet door having issues. Having been in my home for 8 years, I have dealt with this on several occasions. The screws that hold the hinges get loose and slowly work their way out. They may not fall out but the hole is enlarged and eventually the hinge fails. The quick cure is simply to use a larger s**** and replace the hinge. The truth is this was simply wear and tear and unfortunately it gave when our technician opened it. To say our technician damaged it is not true. This happens with time and I am surprised **************** has not dealt with this before. I will be happy to send someone back with larger screws to attempt to repair as I have discussed. We make no guarantees or warranty as cabinet doors are susceptible to this happening.

  Thank You,

  ******************************;| President

  1724 ************, ******, ** 78728

  DIRECT: ************ | FAX: ************

  www.sweetwaterhomeservices.com

  Customer Answer

  Date: 10/17/2022

  Complaint: 18062675
  
  I am rejecting this response because:
  

  Dear BBB, 
  Thank you for the update. While I appreciate Mr. ******** response, I am responding to say that I am fully aware that cabinets just like other household fixtures can eventually fail due to everyday use and / or wear and tear. It should be obvious to ****************** and Sweetwater that I am a believer in preventive maintenance; records should show that I replace my filters and care for my system as I do my home and something as minor as my kitchen cabinets. I submitted this complaint to the BBB w/ my claim because their technician did in fact damage our cabinet. To call me a liar is not only unprofessional it also now shows me the type of business leadership Sweetwater operates under. I can see how and / or why their customer service team in ******* treated me the way they did on the day it was reported -- ATTITUDE REFLECTS LEADERSHIP. I am surprised at Mr. ******** response and while I no longer need assistance with this issue as I have repaired the broken cabinet hinge, I can say that this interaction with Sweetwater has been poor and will report it as unresolved. In almost 10 years of being a customer, this experience has been far from ********************,
  
  *************************

• Initial Complaint

  Date:08/01/2022

  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.

  This company has zero communication with customers, and their employees seem to not have any organization whatsoever. I need an email sent to me with the correct phone number so that I can e-sign the credit documents, and nobody seems to be able to accommodate this simple request.I am so unhappy with this company, and would never recommend them to anyone.