Complaints

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• Initial Complaint

  Date:05/04/2024

  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.

  A guy sold me water treatment and filter system doesnt work and my drinking water has Chlorine. 3.party tested. They are not legit company and rude. They didnt help me for follow up.

  Business Response

  Date: 05/06/2024

  Am sending this email on behalf of the company I work with and my self for the reason that Iam the Sales Representative that sold this water unit to Mr ***** ************* purchased from; on 12/11/2023 bought a whole home water container and reverse osmosis system from I my self ***************** Sales Manager at elements plumbing and water systems *** attachment of the contractor is up loaded, Mr ***** Ms **********; have a right to cancel with in 3 business days after the system was installed, we at Elements water solution do everything by contract and documented, we follow a system of explaining and advising all of our customers or future customers to read carefully before the sign any of our legal binding contracts. All our company information is on the contract they sign as you will see on our pictures attachments.
  The First claim Mr and Ms are making
  Is that a guy sold them a water system:
  I am that ********************* to whom Mr ***** Ms **********;
  Have spoken in person and over the phone as well many emails to whom they also have direct phone ie cell number and business card, every time we or I have spoken to them in any fashion I personally can assure you that they always call me by my first name,
  To not put my name on the claim in strange to me and our company.
  To Claim that system doesn't work is very open ended statement.
  What exactly doesn't work do to the matter that our system have different components, and what has lead her to that conclusion.
  They are also claiming that our revers osmosis system has chlorine what exactly has chlorine the water the system outside the systems ,we dont know what exactly what she means by that 
  Mr ***** ************* also are claiming that they hired a 3rd party to come and check there system out we have a clause in all of our systems life time warranty that if a 3rd party touches our systems works on them it voids the warranty out. 
  To that claim they state that that 3rd party came and check her system out and there conclusion is that there is chlorine some where on the system,not specifying or giving a specific conclusion as to were they found that chlorine. Is this 3rd party a Company or person a test kit  they bought on line whom is it.
  We questioned the validity of whom this 3rd party is 
  Are they licensed to test or work on water treatment system and if so whom are they company name address ,whats their expertise state contract lic years and business and qualifications 
  Are they our direct competitors 
  And most of all we need proof of the final report and conclusion for such outrageous claims from both Mr ***** ************* and whom ever that 3rd party they hired.
  
  To claim that we arent legit is a very derogatory word to use when we have tried in every way possible to accommodate and communicate to all of her demands in the last 6 moths from the time she bought the system.
  
  We have tried and even succeeded at times to have communication from Mr or *************, we and my staff members have gone out to her house multiple time to help and answer any concerns or questions, we have not at any this in-home visits have charged her company time nor technician time which cost normally $150 per hour 
  We last spoke to her via email on 4-26-24 we have attached emails and conversations with here as to attempt to help Mr ***** ************* in any way we are capable as a company.
  
  For the last matter of the claim to collect $8,700
  We are trying to understand were that figure is conjured up from
  Mr ***** ************* indeed purchased the systems from elements plumbing and water systems ***.
  We they got a loan to purchase the systems from one our Fianaces companies we use Aqua Finance.
  So if they wish to maybe get a refund they can fallow it up thru the proper channels to whom to our knowledge they have already been in contact with multiple times.
  
  We at elements plumbing and water systems ***. would love to come a reasonable explanation to our customers and cooperate in any way that we can for all parties. 
  
  Attachments will be on next email 
  
  
  Thank you 
  **********************;
  
  *****************
  Sales Manager 

  Customer Answer

  Date: 05/06/2024

   I am rejecting this response because:
  
   I am rejecting this response because:
  System stopped working and they refused helped us! They blocked our phone number. They changed their many times. I went their office and not legit. Company came tested our water and found isnt working properly and drinking water has chlorine. My shower door and sinks has hard water spots which I was told by **** those spots will gone after they put the filter. I have all the text messages I can provide not professional way texted to me instead of calling me and helping me. He said life time warranty if anything happens to system. When I called for tech to fix issues he said $150 hourly. It is not my fault system isnt working. His tech told me put potassium instead salt because my plants died. They werent sure if outside faucets has hard water or salt. Both told me different things put water or not to add water . See text messages. Weeks ago he apologized and promised fix to system and never mentioned $150 hourly . See all text messages. 
  

  Business Response

  Date: 05/06/2024

  Good Afternoon Mr and **************;

  we tried at least 8 times to reach out to you and try to see if we can help and if intact there are any issues with the system since 4-25-2024 and ***** to that we already replaced the water conditioner once for you guys at no cost to you guys Ive been calling you and texting you guys multiple times as well as emailing you guys .

  as far as our local office goes please make an appointment and Ill be glad to to meet you there since 97% of our work is there done on the field and back office works from home !

  at this point we can kindly ask if we can come out and check your systems at no cost you as we have gone out to your house multiple times and we never have charged you guys 

  thank you 

  ******************;

  elements water solution .

   

  Customer Answer

  Date: 05/07/2024

   I am rejecting this response because:
   
  I dont trust them. He said $150 hourly trip fee $80. His tech isnt licensed. I want to remove system and full refund. 
  I have chlorine in my drinking water. I dont want this system in my home! See pictures hard water all over on my appliances.

  Customer Answer

  Date: 05/08/2024

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********. I want full refund . Again products dont work! I sent proof of documents and pictures to your email.

  Regards,

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