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:12/19/2023

  Type:Billing 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 travel trailer financed through this company. We are to pay $584 a month on the 20th of each month. What my issue with them is I believe they are penalizing for making my monthly payment early. They are saying that they charge me interest according to the last payment made. Example:If I pay on Dec 1st instead of waiting to the 20th an then dont make a payment till the 20th of January they would charge me interest from the 1st of Dec to the 20th of January in addition to my regular payment. This does not sound legal. As long as I make my payment before the 20th there should be no additional interest charges.

  Business Response

  Date: 12/21/2023

  Dear *****,

  Thank you for your feedback. Aqua Finance's goal is to provide an unmatched experience for our customers, and we take customer feedback very seriously. We are currently investigating the concerns you have brought to our attention, and we will contact you directly upon completion of our investigation. Due to this being a public forum, we are unable to discuss the specifics of any situation on it. If you would like a status update in the meantime, please contact our office at ************ option 2.
  
  - Aqua Finance

• Initial Complaint

  Date:12/18/2023

  Type:Billing 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 financed a water filtration system with **. My wife and I signed a personal loan wit **. After several payments We noticed our Credit Score had decreased drastically. It took a while to figure it out until, we discovered that ** had categorized the personal loan as "Revolving Credit Line" Personal loans are 10% of your Credit Score, while "Revolving Credit Line" is 30% of your Credit Score. The ** personal loan increased our Revolving Credit Lines" by more than 40% and caused a similar decrease in our Credit Score. This was not disclosed to us or agreed to by us. We have no access to any further credit nor do we want or need any access to further credit from **. We want ** to properly designate the personal loan and rectify the damage they have caused to us.Thank you **** and *********************************

  Business Response

  Date: 12/18/2023

  Dear ****,

  Thank you for your feedback. Aqua Finance's goal is to provide an unmatched experience for our customers, and we take customer feedback very seriously. We are currently investigating the concerns you have brought to our attention, and we will contact you directly upon completion of our investigation. Due to this being a public forum, we are unable to discuss the specifics of any situation on it. If you would like a status update in the meantime, please contact our office at ************ option 2.
  
  - Aqua Finance

  Customer Answer

  Date: 12/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I did contact and receive contact from Aqua Finance, as well as Rainsoft (the Seller of the water system)

  They were both polite and professional.  I was sent documents that supported my claim in substance, Rainsoft insisted that Headings and general references supported their identification of the loan as revolving.  Problems:

  1.) the only ability to use the personal loan on an ongoing basis is with Rainsoft

  2.) there are correct references to "Personal Loan" in the document

  3.) the payments are set payments for a set term... that's not revolving credit, where as payments are made the available  credit "line" increases, that's a personal loan

  4.) the ability to purchase things from Rainsoft can be terminated at any time

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

  Business Response

  Date: 01/05/2024

  Dear ****,

  Thank you for your feedback; we appreciate you letting us know how we are doing. Aqua Finance's goal is to provide an unmatched experience for our customers. Recently, we have made numerous attempts to contact you to resolve this matter but have been unsuccessful in reaching you. We would like to learn more about your concerns to help us do better. If you are willing to talk with us about your concerns, please call us at ************ option 2.
  
  - Aqua Finance

  Customer Answer

  Date: 01/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   They have asked me to call them and I am doing so now
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 01/12/2024

  I contacted the business via the phone number they provided in their response.  They were polite and professional.  The agent attempted to contact the "complaint department"  to no avail. I requested to leave a message.  He did take a detailed message.  I requested that they email me at ***********************.  So I wouldn't miss any call.  As of this moment I have not heard back from them.  As of now the Aqua Finance Personal loan remains incorrectly reported as a revolving line of credit and not as a personal loan  thereby damaging my credit score.

  That is the crux of the complaint and although the agents are polite and professional , I am getting no resolution.

   

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

   

  Business Response

  Date: 01/19/2024

  Dear ****,

  Thank you for your feedback. Aqua Finance's goal is to provide an unmatched experience for our customers, and we take customer feedback very seriously. We have tried to address your concerns, but it seems that we have not done so to your satisfaction. As this is a public forum, we are unable to discuss the specifics of any situation on it. Please contact us at ************ option 2 to discuss these issues further.
  
  - Aqua Finance

  Customer Answer

  Date: 01/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am calling Aqua Finance today and will see what they offer.  The last correspondence I received was a flat denial.  I am likewise escalating this to *********** with whom I have a "home improvement" agreement for the water treatment equipment which makes no reference to a "revolving Credit line".

  Additionally the documents provided indicate I signed an application for a "Retail Instalment credit agreement" with a security interest in the equipment  and UCC filing. There is no revolving credit line that has those security interests.(sec 24) as well as no prepayment penalty. (sec 8)

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

  Business Response

  Date: 02/02/2024

  Dear ****,

  Thank you for providing feedback regarding our response to resolve your concerns. Aqua Finances goal is to provide an unmatched experience for our customers. We regret that you are unsatisfied with our resolution. Upon receiving your feedback, we completed a secondary review of your account and concerns. Our secondary review confirmed that we provided the appropriate resolution to resolve your concerns. Should you wish to discuss your concerns further, please contact us at **********************.
  
  -Aqua Finance

  Customer Answer

  Date: 02/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The response doesn't even respond to my contentions. As I pointed out a revolving credit line does not, by law, have a security interest in the home improvement.  As well as, the application defines it  as a retail installment agreement (signed by me)  Your attempt to utilize an unsigned attachment as counter vailing the specific terms of the signed agreement is in violation of ** DPTA laws.  All you have to do is correctly identify the type of loan with the Credit Bureaus (personal loan).  The continued refusals to do so is problematic for you.  If you continue to act in this manner, I have no other option than to make a complaint to ********** , **** about the actions of its affiliate Aqua Finance. Please submit a resolution and not continued "argument"
  Regards,
  
  ***************************

  Business Response

  Date: 02/06/2024

  Dear ****,

  Thank you for your feedback. Aqua Finances goal is to provide an unmatched experience for our customers, and we take customer feedback very seriously. As this is a public forum, we are unable to discuss the specifics of any situation on it. If youd like to discuss these issues further, please contact us at **********************.
  
  -Aqua Finance

• Initial Complaint

  Date:12/17/2023

  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.

  We bought a water softener from *********************** in ************** ********, after a year they sold our contract to Aqua Finance. Sent us a letter saying our payment wouldn't change, everything would stay the same and it did for over six years. I still have this letter. Then this summer we needed to switch bank accounts for our automatic monthly withdrawal and that is when all h*** has broken loose. We had never gotten monthly statements from them ever in six year but now we were informed that we were paying the wrong amount. All these years we have been paying ***** per month. They say we should have been paying ***** per month. However a supervisor investigated this and called us back the same day. This was in June. She informed us ***** was the correct amount due to a promotion when we signed our contract with Tri-state. She assured us everything was fine. But it hasn't been fine in six months. We are still getting calls and statements with late fees and being told we aren't paying the correct amount. I direct the callers to the note from the supervisor that she wrote in our account. they put me on hold and when they come back on they apologize, tell me I am right and the system will be updated, BUT IT NEVER IS. Now mine and my mothers credit ratings are suffering because it is being reported we aren't paying the right amount. BUT we are paying the correct amount. The amount we have been paying since the inception of the contract. We want this corrected in their system. We want the calls to stop and to quit being lied to about it being fixed! We also want our information corrected with the credit reporting bureaus because we have been told repeatedly by multiple people at Aqua Finance that we are paying the correct amount. We want all the late fees rescinded and our good names restored. Six months of this is ridiculous especially after 6 years of no problems with our payment.

  Business Response

  Date: 12/18/2023

  Dear *******,

  Thank you for your feedback. Aqua Finance's goal is to provide an unmatched experience for our customers, and we take customer feedback very seriously. We are currently investigating the concerns you have brought to our attention, and we will contact you directly upon completion of our investigation. Due to this being a public forum, we are unable to discuss the specifics of any situation on it. If you would like a status update in the meantime, please contact our office at ************ option 2.
  
  - Aqua Finance

  Customer Answer

  Date: 12/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed   .]

  A resolution specialist contacted me today but she tried to me that the original company who owned our contract was no longer in business and they couldn't contact them. I had to tell her they are still in business and recently changed our filters. The level of their incompetence is staggering. Was told they would investigate and get back to me as soon as possible. 
  
  Regards,
  
  *********************************

  Customer Answer

  Date: 12/19/2023

  I found a document that needs to be forwarded to Aqua Finance concerning our complaint but could not figure out how to add it. So I am sending it here in hopes you can forward it to them as it proves why we have been paying the payment amount we have.
  

  Customer Answer

  Date: 12/20/2023

  Can you please pass this other document that I have attached on to Aqua Finance as well.

  Business Response

  Date: 12/23/2023

  Dear *******,

  Thank you for your feedback. Aqua Finance's goal is to provide an unmatched experience for our customers, and we take customer feedback very seriously. We are currently investigating the concerns you have brought to our attention, and we will contact you directly upon completion of our investigation. Due to this being a public forum, we are unable to discuss the specifics of any situation on it. If you would like a status update in the meantime, please contact our office at ************ option 2.
  
  - Aqua Finance

  Customer Answer

  Date: 01/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below

  Someone from Aqua Finance called while I was not home. I called them back. I did not get to speak to the person named ****** who was handling my case. I instead spoke to a man named ***** and he said everything is being fixed internally now including our credit reports. I told him I wanted something written that I could hold in my hand because I had NO reason to trust what I was being told. He told me he would make sure ****** emailed me so I could print it off. But I have still not received an email or letter in the mail. I will not be satisfied until I have an email or letter in my hand explaining exactly what they fixed and how. Please reiterate this to them.
  Regards,
  
  *********************************

  Business Response

  Date: 01/13/2024

  Dear *******,

  Thank you for your feedback. Aqua Finance's goal is to provide an unmatched experience for our customers, and we take customer feedback very seriously. We are currently investigating the concerns you have brought to our attention, and we will contact you directly upon completion of our investigation. Due to this being a public forum, we are unable to discuss the specifics of any situation on it. If you would like a status update in the meantime, please contact our office at ************ option 2.
  
  - Aqua Finance

• Initial Complaint

  Date:12/17/2023

  Type:Billing 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.

  Aqua finance has not reported payments to credit agencys from sept until current date .last payment updated showing sept but my auto payment has been taking money from my account on the 14th monthly from sept ,Oct ,Nov and Dec.

  Business Response

  Date: 12/18/2023

  Dear ***********,

  Thank you for your feedback. Aqua Finance's goal is to provide an unmatched experience for our customers, and we take customer feedback very seriously. We are currently investigating the concerns you have brought to our attention, and we will contact you directly upon completion of our investigation. Due to this being a public forum, we are unable to discuss the specifics of any situation on it. If you would like a status update in the meantime, please contact our office at ************ option 2.
  
  - Aqua Finance

  Customer Answer

  Date: 12/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  A phone recording was left from business but no updates or explanation to why my credit report is not shown updated since September 2023 .
  
  Regards,
  
  ***********************

  Business Response

  Date: 01/05/2024

  Dear *****,

  Thank you for your feedback; we appreciate you letting us know how we are doing. Aqua Finance's goal is to provide an unmatched experience for our customers. Recently, we have made numerous attempts to contact you to resolve this matter but have been unsuccessful in reaching you. We would like to learn more about your concerns to help us do better. If you are willing to talk with us about your concerns, please call us at ************ option 2.
  
  - Aqua Finance

  Customer Answer

  Date: 01/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Calling my phone and leaving voicemails to call you back is not a solution .report my payments Ive made to you since sept 2023 to the proper credit agencies so my credit report will be up to date .
  Regards,
  
  ***********************

  Business Response

  Date: 01/13/2024

  Dear *****,

  Thank you for your feedback; we appreciate you letting us know how we are doing. Aqua Finance's goal is to provide an unmatched experience for our customers. Recently, we have made numerous attempts to contact you to discuss how we intend to resolve this matter and the direction we need from you. We have been unsuccessful in reaching you. We believe all your concerns can be answered. If you are willing to talk with us, please call us at ************ option 2.
  
  - Aqua Finance

• Initial Complaint

  Date:12/06/2023

  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.

  After making 12 payments on time and never missing a payment and paying the outrageous loan shark like interest rates of this company, I called to see if I could make a better payment arrangement so that I wasnt paying so much interest every month after being told no, there was nothing they could do for me. I received a letter in the mail saying they put a lien on my property in fear I was going to file bankruptcy. Ive never missed a payment. Ive never been late with a payment. All I was doing was calling to see if anything could be done about the outrageously high interest that Im being charged every month After making $1920 worth of payments this year only $460 has come off my principal I think that is outrageous and will never be able to pay back the $14,800 loan as it is the company install America that contracted through this loan company. Were just as crooked as this loan company I would like the lien removed off my property that was placed for no reason at all and it possible more money for my payment to go to my principal and not loan shark type interest rates

  Business Response

  Date: 12/07/2023

  Dear *******,

  Thank you for your feedback. Aqua Finance's goal is to provide an unmatched experience for our customers, and we take customer feedback very seriously. We are currently investigating the concerns you have brought to our attention, and we will contact you directly upon completion of our investigation. Due to this being a public forum, we are unable to discuss the specifics of any situation on it. If you would like a status update in the meantime, please contact our office at ************ option 2.
  
  - Aqua Finance

• Initial Complaint

  Date:12/06/2023

  Type:Billing 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 have a loan with aqua finance that we have made ontime payments through the life of the loan. This company has repeatedly harassed us through phone calls we received over 40 calls during the month of November. We have asked them several times what they are calling about and they refuse to answer this question yet continue calling back. We are at the point where our lawyers will be getting involved if this harassment does not stop!!!!

  Business Response

  Date: 12/07/2023

  Dear ******,

  Thank you for your feedback. Aqua Finance's goal is to provide an unmatched experience for our customers, and we take customer feedback very seriously. We are currently investigating the concerns you have brought to our attention, and we will contact you directly upon completion of our investigation. Due to this being a public forum, we are unable to discuss the specifics of any situation on it. If you would like a status update in the meantime, please contact our office at ************ option 2.
  
  - Aqua Finance

• Initial Complaint

  Date:12/05/2023

  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.

  I received an email from this company stating they had acquired my loan from the previous servicer. It advised that all previous payment arrangements would not transfer and I would need to address this to ensure payments are made on time. No other information was provided and was advised the details were mailed separately. I reached out to the business to notify no receipt of information and obtain information regarding the transfers so that I could set my payments up to make sure they were paid on time. Spending 10 minutes on hold and I reached someone who advised that they had no information about the transfer and could not help me. I requested a supervisor/manager to address the issue and was told they would not get me to a supervisor as there was no need since my information was not in their system. I advised that at this point I wanted to file a complaint on the level of customer service that was provided to me by the **** The representative said no and hung the phone up. I called back and while waiting to get through I was disconnected. I called back again and same situation call was disconnected before the connection with the representative. I sent a message through the portal on the website to request a management callback due to the situation. When I received my call back I was told they had no information and advised to reach out to the previous servicer for information. The call ended. Upon reaching out to the previous servicer I was advised they had only been notified of the transfer today and had no information to provide at the moment and would update customers at a later date. I have now wasted over half of my working day which has caused me to fall behind due to the lack of correct information provided to me at the notification of the transfer. I do not feel my time is more important than anyone else but wasting my time due to their error is not acceptable. I will now have to work extra time that I do not get paid for because of their error.

  Business Response

  Date: 12/06/2023

  Dear ******,

  Thank you for your feedback. Aqua Finance's goal is to provide an unmatched experience for our customers, and we take customer feedback very seriously. We are currently investigating the concerns you have brought to our attention, and we will contact you directly upon completion of our investigation. Due to this being a public forum, we are unable to discuss the specifics of any situation on it. If you would like a status update in the meantime, please contact our office at ************ option 2.
  
  - Aqua Finance

• Initial Complaint

  Date:12/02/2023

  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 was ordered to active duty in March 2022. I provided my orders to the company and was enrolled in the **** program in June 2023. My account has not been retroactively credited back to my orders start date and my monthly payment has remained the same. I have contacted the company on several occasions, and this has not been resolved. The last representative I spoke with was unable to assist me or provide any information and needed to transfer me. He was unwilling to provide a direct number to the **** department. I have sent over four emails and have not received any response.

  Business Response

  Date: 12/04/2023

  Dear ****, 

  Thank you for your feedback. Aqua Finance's goal is to provide an unmatched experience for our customers, and we take customer feedback very seriously. We are currently investigating the concerns you have brought to our attention, and we will contact you directly upon completion of our investigation. Due to this being a public forum, we are unable to discuss the specifics of any situation on it. If you would like a status update in the meantime, please contact our office at ************ option 2.
  
  - Aqua Finance

• Initial Complaint

  Date:12/01/2023

  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 have made monthly payments as agreed upon but my balance isn't going down.

  Business Response

  Date: 12/01/2023

  Hello ******, 

  Thank you for your feedback. Aqua Finance's goal is to provide an unmatched experience for our customers, and we take customer feedback very seriously. We are currently investigating the concerns you have brought to our attention, and we will contact you directly upon completion of our investigation. Due to this being a public forum, we are unable to discuss the specifics of any situation on it. If you would like a status update in the meantime, please contact our office at ************ option 2.
  
  - Aqua Finance

• Initial Complaint

  Date:11/22/2023

  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 have not received a monthly statement for November 2023. My statement closing date is 11/11/2023. When I called, I was met with a rude customer service *********** consumer law, I should receive an accurate statement monthly. I was not assured this would not happen again.

  Business Response

  Date: 11/22/2023

  Dear *****,

  Thank you for your feedback. Aqua Finance's goal is to provide an unmatched experience for our customers, and we take customer feedback very seriously. We are currently investigating the concerns you have brought to our attention, and we will contact you directly upon completion of our investigation. Due to this being a public forum, we are unable to discuss the specifics of any situation on it. If you would like a status update in the meantime, please contact our office at ************ option 2.
  
  - Aqua Finance