Complaints

This profile includes complaints for RainSoft of Huntsville's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  RainSoft of Huntsville

  4725 Commercial Dr NW Huntsville, AL 35816-2205

• 

  RainSoft of Huntsville

  4725 Commercial Dr NW Huntsville, AL 35816

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:04/28/2025

  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.

  Date of Transaction 1/2024 approx $11,000 approx Business committed to provide annual service, salt, and maintenance should any issue arise. I paid for the upgraded service. The unit has never worked as described, sold, or advertised. We called after 3 months, and again at 7 months. They came out, unprepared, and had to reschedule. They came back out, and then didn't bring the salt they were supposed to do. We were running out of salt 2x's faster than quoted for a family of 4 when only 1 person lived there. The washing machine attachment malfunctioned. They made adjustments and no we have no salt coming through or used since their last visit. I called again, and they want to charge me another $220 for a service call. It has never worked. I wish I could have them take the unit back and refund me in its entirety. I paid it off w/in 6 mons of purchasing. I feel like this was a complete scam. $12k not worth it.

  Business Response

  Date: 04/29/2025

  OUR RECORDS SHOW WE CAME OUT IN OCTOBER ON 2 OCCASIONS AND DELIVERED SALT BOTH TIMES AT NO CHARGE TO YOU.YOUR CLEANSTART WAS REPAIRED AS WELL.YOUR 1 YEAR SERVICE AGREEMENT HAS ENDED AS OF FEBUARY WHICH IS WHY YOU WERE ASKED TO PAY FOR A SERVICE VISIT.HOWEVER,I WILL WAIVE SERVICE FEE AND OFFER A NO CHARGE VISIT.I CAN SCHEDULE WHEN IT'S CONVENIENT FOR YOU.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23258345
  
  I am partially rejecting this response because: 

  That is incorrect. The two times you came out in October was because the initial call was salt was because the washing machine attachment was showing a blue malfunction light and because the salt was low. The first day out the guy didn't have anything with him to fix anything and didn't bring salt. The 2nd time out was when the part came in from the initial visit and again no salt was added. WE went to ********** and purchased the salt on our own. We told the guy it was still under a year old, and one person lived at the home full time, and one person half the time. He stated it should not be using that much salt and made an adjustment.  It has not bugged since,  there is no soft skin feeling, there is nothing indicating the salt is being used at all. So what extra package did I buy for annual maintenance to be done/ service repairs? 

  They are scheduled to come out tomorrow afternoon. Yes I want the service fee waived and something confirming it is working as we were sold. 

   

  Sincerely,
  
  ******* *****

  Business Response

  Date: 05/01/2025

  per the service tech that came to your home on 4/30/2025.The system is working correctly and he discussed this with you.he made some adjustments to the system due to ************* usage so that the system would clean itself properly.if for some reason you still feel like this did not correct the issue after you use the water for a time.we will come back out and make any additional adjustments needed at no cost to you.

  Customer Answer

  Date: 05/08/2025

   
  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:09/09/2024

  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.

  on 9/9/2024 rainsoft came out to our home at ****************************************. a small part which was apparently proprietary failed due to calcification in the water system. the problem was with the rainsoft equipment which we were told had a lifetime guarantee. we were blamed for the calcification but that is why we have water softener equipment due to needing to remove the minerals especially iron from the hard well water. so we were charged erroneously for a service call in the *** of 215, plus 75 labor for the moment it took to put in the new part which costed 9.00. we are not allowed to do our own repairs due to warranty restriction. we are locked out of the equipment we own. the failure of their part due to calcification shouldnt be our fault. the company was here a few months back and checked out the system but failed to ck and identify a failing calcifying part which could block the water flow , which it did. if we were allowed to maintain our own system without voiding said alleged lifetime warrantee we would have less problems of going without water for weeks at a time due to the system failures of the rainsoft system itself. we feel we should not have been charged for the 215 service call nor the ***** labor charge as it should have been taken care of on the last check up . we paid for the system up front , a small fortune to be sure, so what are they willing to do for us? i feel like i do not even want this system anymore. it takes out all the minerals which our bodies need to survive. we cannot drink the water it has no minerals it kills the plants. im installing a secondary system under the sink. i feel we shouldnt have been charged for this service call . u might have to forward this to the correct florida rainsoft office. i couldnt find it in the listings. Im the owner of the home where this albatross was installed. i was never told i had to regularly have servicemen come out to charge me . i was told it had a lifetime warrantee,

  Business Response

  Date: 09/27/2024

  We have done our best to resolve this.FEWA offered service and the customer declined,We stand ready,willing and able to address concerns .

• Initial Complaint

  Date:01/23/2023

  Type:Sales and Advertising 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.

  As soon as system was installed and we started consuming the water, I started having a bad burning in my chest. Then both of my small dachshunds (13 yr olds) got very sick. Diarrhea, throwing up and lethargy. I took them off the water immediately and $800 in vet bills and medications later they slowly got better. Then the burning in my chest turned to a pain. I have notified the company every step of the way. Ive been in digestive distress and extreme chest pain since Ive had the system. My plants have died, my shower has turned blue from the water, Ive noticed no reduced detergents as promised and my skin and hair are showing no signs of improvement. *** asked for a refund and the company denies me and say i just have buyers remorse. They offered to come take the unit for Half of what I paid for it. This system has caused so many problems that I no longer want it and its not worth what I paid for it. Im seeking full refund.

  Business Response

  Date: 01/23/2023

  I am sorry ******* is having so many issues . We have been to ******* home and test the system to be sure it is working correctly and it is. I have offered ******* a refund at a fair amount now that it is used . I also offered to remove her drinking water system. I am not willing to provide a full refund because the system is working properly. I have not heard of anyone getting so sick from purified water. ******* said drinking bottle water helped her condition clear up. Bottle water companies use the same process to fill their plastic bottles.I will continue to work with ******* on a solution but I am not willing to give a full refund