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:02/20/2024

  Type:Service or Repair 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.

  We purchased a water purification system which was installed while we were away. When we returned and attempted to use it for the first time it did not work (no water came out). We emailed seller who provided a self help solution which worked for two days. Seller sent out a technician who was at our home 30 seconds and changed a battery. The system worked for one day then stopped working, we were charged and paid $165 for the visit. Sellers employees said the owner would be in the area in a few days. He showed up and was the rudest human being we ever encountered. All he did was complain , sarcastically remark that he could rip the system out (oh but I cant because there would be a hole in the granite). He ended up disabling the flood sensor after more rudeness too over the top to recount. We want our money back and our kitchen restored to the condition it was in before this debacle.

  

  Business Response

  Date: 02/21/2024

  We appreciate the feedback and are sorry to hear about this experience with Aspen WaterWise. We do feel that we made every effort to get your system running without issues and have included the communication we engaged in prior to the final incident in January.
  
  Here is our side:
  10/26 -**** reached out via our website and requested a water purification system.
  10/27 - We provided a quote that included information and a line item that declared that we would have to drill his countertop in order to install this system.
  10/27 - He approved this via email.
  11/7 We installed the system in their home.
  1/7 (Sunday) They reached out saying there were issues with the unit.
  1/8 we emailed and walked them through resetting the leak detector.
  1/15 They reached out with another issue on the leak detector so we said we could get someone out there asap (the next day)
  1/16 - We were able to get a tech out to check it out. The leak detection system seemed to have issues. The battery was changed as in the past we have received units with faulty batteries thus this is what the tech determined to be the issue.
  This visit was charged but had **** or ******** reached out to our team to explain the situation, we would have easily removed this.
  1/22 They reached out again with another issue on the leak detector.
  1/25 The owner of AWW went to check out the system. He was told to arrive as close to 9:30 as possible. Once he arrived promptly at 9:30, the wife was unable to communicate with him as she was on a work call. She was present for the appointment but was on the phone and unable to communicate with us in a productive manner (The homeowner deemed this interrupting in his yelp review). We needed her approval to remove the leak detector for the reverse osmosis system.
  We install the leak detectors with our ** systems in order to detect and prevent leaks in our clients homes. We always recommend this especially for 2nd homeowners that are not regularly present so that the system protects their home from any water damage. That said, they are very sensitive and require specific conditions in order for them not to trip and shut down the *** This seemed be a continuous issue, in this particular case, that had previously been discussed and acknowledged by the homeowners. We discussed the possibility that the housekeepers were moving it to clean underneath or disrupting the environment and thus causing it to trip they stated they would address that with their housekeepers. While the leak detectors are highly sensitive, it is very unusual for there to be consistent issues such as this. Thus, our final recommendation was to remove the leak detector so that the ** could work consistently.
  
  We are disheartened this is the final result of our attempts to rectify the situation with the ** system. It would have ultimately been an easy fix to address the leak detector which was disabling the system it was not the ** that was not working. That said, we understand and respect the clients desire to have the system removed and receive a refund. We are available to come out next week to remove the system.
  
  We would be curious to know if the system has been working without issues since our last visit on 1/25 when we removed the leak detector.
  
  We see that the desired outcome is a refund. We would have been happy to discuss this directly with the homeowner had they just contacted us by either phone or email which many options were provided. 

  Customer Answer

  Date: 02/22/2024

  from: ********************* <*****************>
  to: Better Business Bureau <*****************************************>
  date: Feb 22, ****, 11:57 AM
  subject: Re: You have a New Message from BBB Regarding Complaint #********

  If we get a refund of the $165, I will consider this resolved. No the unit is not working properly. It works intermittently. I will remove the review on Yelp as well

  

  Business Response

  Date: 02/23/2024

  I have refunded the full amount of the second service call - $161.62. You will see this come through on your card in the next 2-5 business days. Please feel free to reach out to me directly for any additional requests (all my info is below). Let us know if you would like us to come remove the system or do anything else with this.

  ***** Whitworth - ********************************** ************

  Customer Answer

  Date: 02/23/2024

  from: ********************* <*****************>
  to: Better Business Bureau <*****************************************>
  date: Feb 23, ****, 10:35 AM
  subject: Re: You have a New Message from BBB Regarding Complaint #********

  Yes, we accept. May reach out when we are back in SM to have system removed.