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:03/20/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Date of Transaction: 3/19/2024. Water salesman Mr. *************************** came to my house did the demonstration. I filled out the proposal work order agreement. On 3/20/2024 I decided I did not want the services. I completed the Notice of Cancellation, cancelling the transaction on 3/20/2024. This is in accordance with the within three days. I tried reaching out to provide them the cancellation form and finding that the Water Salesman information does not allow me to reach him. The email he gave on his business card: ******************************************************* comes back undeliverable. His Phone: ************ comes back with messages undeliverable. The company number ************** is automated line that says someone will call you back. The physical address of the company is reported differently online that what is on the proposal work order. The website they provided Fideliselite.com does not exist. They are coming across as scammers, collected my personal information and doing who knows what with it. Not returning calls and not honoring the terms listed on their propsoal work order agreement/other terms and conditions/notice of cancellation.

• Initial Complaint

  Date:08/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had a Fidelis water filtration system installed in 2022.Some time in July 2023, the pump under my kitchen sink leaked and flooded the floor in my kitchen & ruined flooring in my dining room. Fidelis Plumbing said the *********** were faulty & improperly installed. I pointed out flood damage at that time as well as when a *********************** visited my home. These concerns were not addressed or taken seriously.Despite other repairs, water damaged wooden floors remain at the threshold of the dining room.Fidelis said they cannot repair the floor because the damage isnt related to the plumbers report. In the course of sorting through this problem, I learned that Fidelis Plumbing was purchased by Fidelis Elite Systems So the company that sold me the system no longer exists. A kind sales manager in CA has gone above & beyond attempting to help me, but is caught between the confusion of servicing new customers to whom they did not originally sell.I was advised to file a homeowners insurance claim & did so with ********************* I am getting a repair estimate. I have to gather documentation. & requested documents from Fidelis.Apparently, information might or might not be stuck in HR. I have obtained an attorneys name from Fidelis Elite Systems & am passing it onto State Farm. I need documentation so I can complete my insurance claim. Perhaps BBB can help me settle this claim more quickly. I need the following:1. The plumbers report 2. Purchase agreement on file 3. Serial ********* # of ORIGINAL AND REPLACED filtration system 4. Copy of Fidelis bylaws, covenants, declarations, insurance, rules and regulations This is the only point of contact I have besides the sales ************ complaint is not with him. ******** "*******" ********, III Law Offices of ************************************, III, P.C.************************************************************************************ ************** - Telephone ************** - Facsimile ********************

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 June 14th of last year, the sales person from the company came knocking on my door, offering to provide a filter for an osmosis drinking water system, and that it would soften and filter the water. Although I believed the price was a bit higher than my budget, I was told that they offer life guarantee, so for $104 monthly until it were to reach ***** dollars with 7% of interest, I accepted the offer. Fast forward to today weve been having some issues, starting with the fact that lately our shower has been getting stained with a pink color, and also building up residue with this pink substance. I have been calling for weeks to get assistance in the cleaning or checking out of my water system because of this issue, but so far I have gotten nowhere, they dont answer my calls, or emails, and any sort of way of contacting them is not working because they never answer, they called once a long time ago and I couldnt answer because I was at work, and they never tried to contact me again, or even try to answer my calls. I am frustrated at this point because I feel like I made a deal with a ghost company, and that I am getting scammed as of now.

• Initial Complaint

  Date:06/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Fidelis plumbing is a scam! The didnt install the system as describednow it is breaking, overflowing, and eroding our yard. I paid $16,000 for a water filtration system and was told that I would get free maintenance included in the price. They refuse to come fix the system as outlined in the contract and will only come to fix it if I spend an additional $289.

• Initial Complaint

  Date:01/11/2023

  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.

  In 2017, only a couple of months after I moved into my new home as a single mother with very little extra funds, I signed a loan agreement for an Aqua Pro water softener after solicitation by a door to door salesman who was very persistent and ultimately made me feel like it was worth the expense and that it was a bona fide system of integrity and a lifetime warranty that would go with me for the rest of my life. About a year later the brine tank stopped filling with water. We had Fidelis come and service and every time they repaired they charged me a couple hundred bucks in labor even though I was told I had a lifetime warranty. We knew the head was defective by about year three and they would not replace the equipment. They would only come out and fiddle around and charge us labor. They literally started coming out and doing nothing and charging us for it. Meanwhile, I am still paying on this $7.5K loan for 7 years. We had all but given up but made one last ditch effort before I start pursuing legal help and my DP and I contacted them and demanded they replace the head. Of course they told us our warranty just ended and we will have to pay $575. The lifetime warranty claim was a complete scam and disingenuous to customers. Looking on here, there are so many complaints it must be someones full time job at Fidelis to respond to them with excuses. DO NOT DO BUSINESS WITH AQUA FINANCE, AQUA PRO, OR FIDELIS. I wish someone had warned me. Ill do my research next time!! These people should be ashamed of working for such a dishonest company.

  Business Response

  Date: 01/12/2023

  Thank you for contacting Fidelis Plumbing, your records have been pulled and reviewed by management. While we are sorry for the problems you have experienced our records indicate that we have not charged you for services except for the yearly filter changes. Since 2019 we have serviced your system free of charge honoring our warranty. The $575 is for the brand new head that you requested to purchase during our last call recording. Should you have any further questions you are always welcome to call our service department at **************. Best Regards Fidelis Plumbing.

  Customer Answer

  Date: 01/14/2023

  Complaint: 18718712
  
  I am rejecting this response because: I am not referring to filter changes which they did one time for the kitchen sink filtration, not the water softener for the whole house. Additionally, they definitely charged us for the kitchen filter cartridges - it was not cheap. We were repeatedly billed for water softener repairs for labor every year for the last four years since we began experiencing issues. They have replaced the head as requested last week and decided not to charge us for it, only labor which was $125. The only time I did not pay for labor was when someone came out and did absolutely nothing, the guy literally told me he didn't know what to do, and then he asked me for roughly $200 and I told him to get off my property.
  
  Regards,
  
  ***************************

  Business Response

  Date: 01/20/2023

  Management has continued to monitor your case. As stated we did replace the head last week without charge. If you have further question regarding your system please contact our service department at **************. Best Regards Fidelis Plumbing. 

• Initial Complaint

  Date:12/27/2022

  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.

  I have a water softener with this company and for 3 years, whenever it freezes in ***** the water softener freezes so I cannot get water and further the valves break. There are a couple of major issues:1) its impossible to get in contact with the company to get troubleshooting or to schedule and appointment. This year, I have been without water since 12/23 and its 12/26 now and still have not received a call back nor can I get in contact with the company (I am directed to leave a message).2) when the company does come out I ask them to provide a solution for freezing pipes or to bypass the system when there is a freeze coming but I am always told it is fixed and wont happen or that there is no solution (which seems contradictory and wrong that there is no solution for a working system in freezing temps). At this point I have no confidence in this company or its products.

  Business Response

  Date: 12/27/2022

  Hello, your complaint has been reviewed and records have been pulled. To date we have sent out a technician to your home on December 26, 2022 to repair the valve that froze;this typically doesnt happen in South ***** but since it has occurred ************** showed you how to take care of the bypass valve to prevent this in the future. We are sorry for any inconvenience this may have caused you due to unforeseen weather conditions in your area. Thank you for allowing us to work with you to resolve this issue. Best regards Fidelis Plumbing.

• Initial Complaint

  Date:09/14/2022

  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.

  Water filter does not work. We were told it would soften water and it did for the 1st week or so then stopped working. Recently had someone come out to look at it and fixed it for about 5 hours and back to hard water. Once you sign Fidelis pluming does not care about clients. they will lie about communication and not come out to fix anything. They do not meet there end of the contract and the water filter does NOT work for my house. its been 4 months and still getting hard water. They cam out to fix it and the next day it was failing test again. It shouldn't take this long for them to fix anything and want this system removed and go with the competitors that have better services and instead of paying $9,000 they sell and install and cover everything for ~$1,800 and i'm sure they have better customer service. Salesman ******* fails to communicate anything and is as useful as a wet towel and over promised services that were never done. Overall, they don't meet there end of the contract and don't terminate the contract and don't fix anything they install and will ruin your grass. ******* even stated "I will get SOD myself and patch up the grass if these guys don't" referring to the works. The workers were never told to and he never did anything. Do not trust this company. They need to buy back the contract, this water system does not work for my home. It's not fair for me to be paying $9,000 with high interest for a services that dose NOT work.

  Business Response

  Date: 09/14/2022

  Fidelis Plumbing has stayed committed to provide everything within our power to improve your service. While we apologize for the inconveniences you have had with the system. Our team has done everything possible to resolve the issues you have brought to our attention. To date we have pulled and reviewed your records. What we have found is: Your system was installed on March 4, 2022, a month after you signed up for your water system. Therefore, you had one month to cancel any work or products with us. You chose to proceed. A Water Technician returned to your home on March 29th to complete the finance paperwork and complete a retest of your water to make sure it was working correctly. From March 4, 2022, to March 29, 2022, you had every right to cancel the purchase of the product and service if the product or service was not up to par. You chose to go forward by signing the finance contract and the completion certificate, that stated everything was completed and working properly at that time. Upon your request the Water Technician returned on August 6, 2022, to retest your water as well, because you stated you had the water tested at a lab. We asked for a report of this lab test. Which, you refused to let us see the results of. Upon further inspection of your system the Water Technician noticed that your systems brine tank had no salt and was not cleaning itself properly. To accommodate you we agreed to fill up your brine tank free of charge, to show you how the system works by maintaining the salt levels in the brine tank for optimal efficiency. Fidelis plumbing then came into agreement with you that we will fix the problem and get a lab test on the water to compare results. When we showed up you refused to let us in because we were late. While we take full responsibility for being late, we did not hear back from you until September in which we made you a top priority on our schedule. At that time, you refused to let us do any work or take a water sample. Yesterday September 13, 2022, we came back and fixed the issue. We took a water sample at site and sent it into a lab. We are currently waiting for the results. Today we returned at noon and found the water was soft and the system is working perfectly. Fidelis Plumbing and our staff is doing everything within our power to address the issues and to hold up our end. We will get back with you on the lab results of the water sample we took yesterday, once we receive them. Best regards Fidelis Plumbing.