Complaints

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• Initial Complaint

  Date:06/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a water filtration system from Georgian water and air on April 5th for 8400$. When purchasing this system we were informed that it would clean our water from organic bacteria. They advertised on their pamphlet that it cleared 99% of E.coli and also advertised it online. After installation they were to come back in 2 weeks to test the water and make sure the system was working properly and if it wasnt they would uninstall it and refund us. They never came, so we took it upon ourselves to take a sample 3 weeks later to the health unit of ******* and the test came back that we had an overgrowth of E.coli and Coliform. They deemed our water undrinkable. When contacting the business about this issue they denied saying that the system would clean the water and that they would come install a uv system for another 2200$ even tho they are advertising that it will indeed clear out that bacteria. They also refused to refund us and take the system back because its been more than 10 days since purchase and that they couldnt resell it. But they told us when purchasing it if it didnt work they would uninstall it and refund us.

  Business Response

  Date: 06/05/2025

  Good day,

  Thank you for reaching out to ***
  During our initial assessment, we were informed that a ** system was already installed at your location. While our drinking station is capable of removing up to 99% of bacteria, it does not provide the same level of assurance as a fully operational ** system.
  If your current ** system is no longer functioning, we offer replacement options to ensure comprehensive protection against bacterial contamination in your water supply.
  To verify whether your ** system is functioning correctly, you may consider having water samples testedafter the ** system and before the drinking station. These can be submitted to the health unit for laboratory analysis to check for organic matter and bacterial presence.
  Please note that if the health unit detects bacteria in the water, it would indicate contamination throughout your household plumbing systemnot just at the drinking station. This could pose a health concern, especially in areas such as bathrooms where water is used for brushing teeth and other hygiene practices.

  We would be happy to assist with ** system solutions. Please feel free to contact us at ************ to discuss your options.

  Thank you again for your feedback.

  Customer Answer

  Date: 07/05/2025

  Complaint: 23280688
  
  I am rejecting this response because:
  
  Thanks for responding, youre correct when your employee did the initial testing we did mention to her we already had a UV system but we also informed her that it hasnt been used since weve lived on the property for 5 years. After speaking of this she failed to mention that we would need our UV system working again in order for your product to do its job. If your product reduces 99% of the bacteria on its own I dont see why our test results would be coming back with an over growth of E.coli. To me that sounds like more than 1%. 
  you also failed to come take further testing to make sure the system was working 2 weeks after installation like your employee said she would. So why is it that you cant uninstall the system and refund us because its been more than 10 days but you wouldnt have come for roughly 14 days to begin with. 
  
  Sincerely,
  
  ********* *****