ComplaintsforTG Water Systems

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A year ago I bought a water filter. The company's technician made the connection incorrectly, causing a short circuit in my HVAC unit, burning it. Also, as a result of the flood, my kitchen floor and the downstairs neighbor's ceiling were damaged. The company, although it recognizes that its technician made a mistake, DOES NOT want to assume financial responsibility for the damage to my property. Not having heating at home during the winter caused rhinitis and asthma problems in my youngest son and my wife. With the arrival of summer we feel highly concerned that the change in climate and without proper acclimatization of the house, health problems will return.We just want them to replace the air conditioning unit, which although they argue that it was old, worked perfectly until the company's technician damaged it. We also ask that they fix the floor in my kitchen and assume the costs of repairing the roof of the neighbor's house, whose bill was paid by the condominium administrator and now they want to make us responsible for the payment.

  

  Business response

  05/06/2024

  Please note that we have already responded to your allegations, we are sorry that this happened and any inconvenience caused. However, you are to take this up with the technician that installed this unit, **************.

  FYI please note that after looking up your case I found the following helpful piece of information:

  Customer has already been given our final offer which is paying 15% of the A/Cs repair/replacement.
  This totals $1,043.25 this is a REALLY good offer and customer really should take this offer while it is still on the table. 

   

   

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When we first tried the water filter back in Feb of 2023, the contractor stated it was a free trial period with no commitment to test the product and see the difference it made in out home. After 3 business days the contractor came back to our home and which then we ask him to remove the product because we did not want it after all, he stated to allow time to test the product and if we did not want it we could cancel at any time without any penalties, the contractor said he would follow up with us in 2 weeks and if we still wanted to product removed he would remove it and cancel everything. Two weeks passed and we made several calls to the contactor to remove the product and he has yet to answer or call us back. We made several attempts to speak with both companies to resolve the issue have been trying to communicate with this so called business for months now advising them that we did not want to the product since it has cause my family and I severe health issues.

  

  Business response

  01/16/2024

  Customers allegations are not correct. Please review our information as follows:

  2/12/23 installation

  2/23/23 verbal verification on a recorded line by TG WATER SYSTEMS'

  11/16/23 months after installation, we received claims from customers to the finance company that they have issues with the units.

   

  These allegations were made after the fact that the system has already been installed since February 2023 (last year, almost one year has already passed)

   

  I am sorry but we are unable to terminate any services rendered. We are also unable to stop any future collection calls or way to receive payment from the finance company, this contract now belongs to the finance company Aqua finance, and therefore, the system belongs to the customer. Customer did have a 3 day right to cancel which he did not do, therefore, this contract is valid. This claim or complaint in BBB is not valid and the allegations are not matching up with what we have on file.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The company install a water purification system in a rush without making sure it worked properly. They gave me only 3 days to see if it worked properly or not, that was not enough time to see if it worked properly or not. The system had a pressurized water leak that damaged my court yard. When we complained to them they told us it was normal and it happens to everybody, which was a lie. We kept complaining until they sent another technician to fix it. However he didn't completely fixed the issue. It has been 3 months already and we don't have a system that is properly installed and we want them to take back their system and cancel the contract.

  

  Business response

  07/07/2022

  Business Response /* (1000, 5, 2022/05/26) */ We have been in contact with this customer since we were informed that he had a drainage issue, client agreed to hire electrician to make a electric box for the system per the installer notes check on file, customer signed this confirmation of installation and has copy of it. 3/13/22 tech relocateed the drain Also since 4/26/22 customer stated he was not happy with the drain installation,cust has been in contact with us to solve issue but we have had no sucess with techs being able to reach him lately. 5/11/22 customer stated he couldn't make appt. 5/16/22 customer would be home and tech could go, he then later said he was going out of the house and advised tech not to go.. that same day tech contacted cust again advising we would just go and reinstall the drain and cust stated no, he wanted to be present when work was being done. 5/17/22 we have been reaching out to customer since this day and he is yet to get back to us in regards to this service matter. Consumer Response /* (3000, 7, 2022/05/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. At no time did I agree to hire an electrician, since the TG Water company had to carry out the complete installation as offered by its vendors, the signature that appears on the installation note is not mine. and this was discussed with Ms. *****, who agreed to find a solution to both the electrical issue and the drainage. 2. When the technician made the appointment, it was very clear to him that he could only be in the morning of 05/1622 and that day it turned out that he was attending to another person in Tampa and then he would come to my house in the afternoon, so I told him no could. And so that it is clear to you that if there was communication, the technician came on 05/25 and made the electrical adjustments and the drain. This company is not serious, they tell lies. Greetings and thanks BBB Business Response /* (4000, 9, 2022/05/31) */ I am sorry to hear that you feel our company is not serious and tell lies. As I can see here your message seems to state the oposite, your system is already working and in good standing condition. Thank you!

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A water softener and reverse osmosis system was installed my TG water company. The bill was paid in full but the water softener that was installed has not worked properly beginning 3 weeks after installation. Calls have been made to correct the issue and they changed out the softener to another style but still is not working. The installer came to the home and saw that there was an issue with the internal filter media but has not provided a solution. The internals are all black like a mold or sludge. They are not returning calls and will not offer to fix the issue.

  

  Business response

  07/15/2022

  Business Response /* (1000, 7, 2022/05/31) */ We have contacted the customer in numerous attempts and have not been able to make a solution. Please contact us back at XXX-XXX-XXXX to best assist you. Thanks! Consumer Response /* (3000, 9, 2022/06/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) They stopped answering phone calls from us and we have not not had a phone call from them. Was a voicemail left? On what date was the call made? We have been waiting for a resolution. Business Response /* (4000, 11, 2022/06/03) */ Hi ***, it was a pleasure speaking with you earlier today in regards to solving your parents issues with their equipment and I look forward to working with you to solve this issue. We will be in contact like i mentioned via text message or you can always call us at XXX-XXX-XXXX and ask for the customer service department. In regards to previous miscommunication the last notes I have from us attempting a phone call is from Dec 10, 2021 mail box full Again, my name is ***** *********.. talk to you soon!

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called TG Water System to get the water System out don't want it . Cause it's to expensive wasn't advised about the amount, and and when I bath it's to slippery since I am diabetic

  

  Business response

  06/22/2022

  Business Response /* (1000, 5, 2022/05/09) */ Per the notes in my system, on 04-28-2022 customer called our office and did mention that they wanted to cancel, that the water was too soft and she falls in her bath due to this... we explained to the customer that they are no longer elegible for cancelling and that their Notice of Cancelation Expired On *03/19/2022*. We also made recommedations for her to purchase a bath mat and/or use a towel for safety or to prevent this. At this time, customer also stated that her son is an attorney and that the case would be going to him. In regards to this complaint, I am sorry to hear that you no longer want the system because you do not want it because it is too expensive for you. On *** customer made a purchase for with a legal reinstallment contract, which explains the initial purchase price and monthly payments. The contract clearly states all of the information as well as there was no installation cost, nor downpayment required to open this account. Customer signed the contract on *03/16/2022* agreeing to all the terms and conditions. On *03/22/2022* customer verified all of this information (including the price and payment, as well as all the other information on the contract) on a recorded line. I can also provide this for the BBB if needed.. Again, I would like to make a recommendation to purchase a bath mat to prevent the customer from falling in the shower. My apologies, however the equipment has been installed at the customers home since 3/15/2022, the cancellation period has expired and this account will remain open, monthly bills with still be generated to customer directly from Aquafinance. We are still here for you to help you troubleshoot or service the equipment you purchased.. However, this is a case of buyers remorse, I am unable to assist you. Thank you! Have a blessed day! Consumer Response /* (3000, 7, 2022/05/12) */ Not satisfied

• Initial Complaint

  11/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This water company hooked up a water filter to our home did not sealed/glued the pvc pipes so the pipe became undone underground during the night, since it was leaking the whole night water came from side and under the house and wet the carpet in 3 rooms of the house, called this company and they do not care, the manager is "out of the office" and I have to wait with a wet home and no water for 4 days not to mention the high water bill we are going to receive, I do not want this water filter I want it removed and but they do not care since its financed and well it literally goes to our credit. I have pictures and videos to prove.

  

  Business response

  01/05/2022

  Business Response /* (1000, 5, 2021/11/11) */ In regards to customer complaint case #XXXXXXXX Here is our response: First off, ********* ******* is not a client of TG Water Systems, the system installed at XXXXX Kirkshire DR in Houston Texas belongs to his grandmother, ***** ***** ********* should've not filed a complaint against our company because he is not our customer. Secondly, the pipe that bursted had nothing to do with any of the pipes or connections we installed back in 07/20/2021. If the error was from the initial installation, then we would've known from before, from the customer at the time right after installation, not months later. That satisfies the wet carpet issue, leaking and water bil increase issue customer reported. Our technitians helped this customer fix this pipe, at no cost, even though the damages were not caused by any of our errors. The customers leak was just reported to us on October 8th, 2021 which is the same day which we sent a tech out to the customers house to fix this issue.. if it was from our part (which it wasn't TG Waters fault or any of TG Waters techs) Customer was left without water for 4 days because the pipes that bursted which was supposed at the customers expenses because the issue was not from a TG Water installation. I am sorry that you, *********, feel that TG Water Systems does not care.. we took time to escalate this issue so it was serviced the same day, and it was, and the problem was fixed (EVEN THOUGH THE ISSUE HAD NOTHING TO DO WITH TG WATER, WE HELPED YOUR GRANDPARENTS SOLVE THIS) Per our report from the tech: You guys even offered to pay for this fix (which you should've paid for this and you may be getting a bill in regards to this matter, because this was not our issue it was a problem at your house) At the time the tech went he states "Everyone at the household is aware that the issue was from the house initially and the problem/leak was NEVER CAUSE BY TG WATER. Laslty, I am sorry I was out of the office at the time you needed to speak with me in regards to this matter and I am happy that our techs were kind enough to help your family out by fixing this issue at no cost to you. The system cannot be removed, because like you stated, the system is being financed so at this point the system belongs to your grandmother Mrs. Diaz and the financial institution AFI.

*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. ↩