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Business Profile

Water Treatment Equipment

The Source H2O

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Water Treatment Equipment.

Complaints

This profile includes complaints for The Source H2O's headquarters and its corporate-owned locations. To view all corporate locations, see

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The Source H2O has 4 locations, listed below.

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    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/18/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 recently purchased a system June. I immediately noticed that the pressure of my water had decreased significantly enough to where I could shave in my bathroom sink. I noticed the flow was reduced in the kitchen as well. An agent came to my home and used pliers to disassemble my one-piece factory-assembled faucet. My faucet is not made to be disassembled with "pliers". My faucet is now broken and no longer seats in its housing and has been at this point for several weeks now.I have called the business several times requesting to speak to management. On each occasion, I am told to inform the problem so they may direct it to the proper manager. after explanation, I am then redirected to other than management, My original complaint of low water pressure has not been resolved and now they have broken my faucet with no explanation as to when it will be repaired. I have been without the comfort of my home due to the lack of adequate service from H2O. Please note I have sent several emails as well with no response(although they guarantee a response within ***** hours.

      Business Response

      Date: 08/18/2024

      We do not find this customer or address in our database

       

      Please call in to our office to clarify customer info.  ************  option 2

    • Initial Complaint

      Date:04/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Currently they picked up the equipment 2 months ago and we are stuck paying a bill for a product we did not receive. We want them to give us our money back. _The salesman lied to us and told us it would all fit in the crawlspace.Which it would not, as this thing is multiple 5 tall tanks. imagine the look on our faces when they showed up with these things.The Salesman said there was no water softener that we needed to refill regularly. This, after repeatedly telling him we do not Want one of those. Wrong again.Again, imagine the look on our faces when they showed up with a water softener.1-They ran the water line through the front of the cabinets.Who on earth does something like that. My 5year old knows better than that.2-We have very little water pressure.The fridge ice maker stopped working None of our other systems work due to lack of water.

      Business Response

      Date: 04/23/2024

      Customer care calling shortly to schedule service and get manager involved. Our notes showc that s manager met live with ****** and handled concerns.  And that customers were happy and satisfied.  Platinum laundry was taken to replace based on internal  leak.  We will schedule for reinstall of new unit. 

      We show no record of ***** calling in before this to soeak live and get help.  

      Our phone number is ************ option 2 for customer care

    • Initial Complaint

      Date:02/03/2024

      Type:Sales and Advertising Issues
      Status:
      Unresolved
      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 home in Colorado and bought a water Softner system. Very expensive but it works. Source H20 comes annually and services our unit. We bought a house in ********** ******* and the owners mother said they had a branch down in ** and would take care of **. I bought another unit and they sent someone from colorado to put it in around July August. We didnt get to ******* until November and my husband turned it on and it didnt work. We called source H20 and they said we would have to call a technician. I said I thought you had employees down in **. They lied. I had to pay a technician from a company in *******. He came out said the signer needed replaced. Source H2O sent the part and I had to pay the guy to put it in. The unit still didnt work. I called them again and they said have a technician call us and they sent another part. The technician told me the unit wasnt going to work. The system was not going to work. I called the owner and he said he would get with the technician this dragged on for two weeks. The technician finally spoke to the owner and he sent another part. The technician came back out and took pictures and sent to the owner. The part did not fix it. Mean while I have had to pay the technician every time he has came out and I have never been reimbursed! At this point I just want my money back. They lied said they had a branch down in *******. I would never had bought a unit from them if they didnt have service people in *******. Can someone please help. .

      Business Response

      Date: 02/06/2024

      Our customer care team has been taking care of this customer and have offered many solutions.  

      Customer Answer

      Date: 02/06/2024

      If they have provided solutions why do I still after a year not have a water Sofner system that works. 

      The source has sent 2 parts and neither of them have worked. I had to pay a company to put the parts in. The technician said the unit wasnt going to work, he said source H20 needs to replace the unit. 

      I have emailed and called more times then I should have. This company lied and said they had a branch in Az. They dont have a branch and they dont have any techs to work on the unit. I had to pay a company here In Az to put the parts in. After the tech puts the parts in the system still doesnt work. ****** is the owner and has not reimbursed me for paying a tech. 

      He sends parts regular mail and it takes a week to get here. Then I have to schedule the tech and that takes a week or two to get someone to put in the part. 

      This is getting ridiculous, its been a year and the system hasnt worked from day one. 
      I have requested my money back or a new system. The owner just ignores my requests. 

      please help me in this matter. 

      *************************. 

    • Initial Complaint

      Date:01/26/2024

      Type:Sales and Advertising Issues
      Status:
      Unresolved
      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.
      Our in house water system was operating properly, until we came home last year and found a significant water leak in our laundry room. A fitting was not installed properly and had flooded our laundry room. This leak soaked into ********** and shorted out the garage door opener. We have had to pay several thousands of dollars out of pocket to repair our new build home because of the Source H2Os negligence. At this point, we are going to seek damages in court due to non-contact and overall unscrupulous business practices.

      Business Response

      Date: 02/06/2024

      Our notes show that custmer care has answered this concern some time ago.

      We will have a manager reach out to connect.  

       

      Customer Answer

      Date: 02/09/2024

       
      Complaint: 21204936

      I am rejecting this response because: the Source H2O has not ever contacted us regarding this issue. They sent a tech out to replace the faulty part that caused the leak which then flooded our laundry room and garage and has caused an estimated $10,000 worth of damage. They have never acknowledged that installation of their system was the cause of our property damage to a brand new build which we had to wait over a year to move into. Damages in this amount exceed what we would recoup from small claims court. 

      Sincerely,

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

    • Initial Complaint

      Date:08/07/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 got our system March 2022, I ordered bags of salt with free service on 3/8/23. We never heard from anyone and had to call on the 14th to find out what to do, We set up 2 appt's 3/22 & 4/5 both were a no call no show from the company. We called both times which is always a phone tag situation. I have called, emailed to try and get these issues resolved. There has been a total of 12 phone calls and 3 emails, just on my end. On 4/28 I got home with 2 bags of salt on my porch and a filter. The last phone call we received from them was 5/9 for a guy to walk us through resetting our system so that it will stop beeping (we were on vacation) My husband called ******************* on 5/23 with no call back (I have all the dates and contact methods written down). WE JUST WANT THE SERVICE THAT WE REQUEST IN MAY TO MAKE SURE IT'S RUNNING RIGHT AND FOR IT TO STOP BEEPING.

      Business Response

      Date: 08/16/2023

      WE HAVE LEFT MESSAGE 5/9   PLEASE CALL CUSTOMER CARE IN FUTURE ************ OPTION 2 AND LEAVE MESSAGE - TEAM MEMBERS ARE BZ ON OTHER CALLS IF NO ANSWER- OUR HOURS ARE TUES- FRI 10A-5P  SAT 9A-2P   IF YOU CALL TECH IN FIELD THEY DO NOT ALWAYS RESPOND AND NOTES/ RECORDS ARE NOT UPDATED

       

      THANK YOU

       

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

    The Source H2O is NOT a BBB Accredited Business.

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