Complaints

This profile includes complaints for Waterman911's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Waterman911

  450 Andalusia Blvd Cape Coral, FL 33909

• 

  Waterman911

  17620 Old Bayshore Rd North Fort Myers, FL 33917-4253

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:01/16/2025

  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.

  This company installed a new water treatment system for my home in 2023 after Hurricane **** The system has had continuous problems causing foul smelly sulfur water that is supplied to the home for use. We have paid for multiple service calls and monthly maintenance. We have been told the system was set incorrectly during monthly maintenance, the water heater was the problem (resulting in payment for services to remove a rod), that this is normal, etc. Recently we consulted a different company. We also did some investigating. The system that was installed has over 2 times the amount of sulfur it can handle, and this problem will be ongoing. Waterman ******************************************************************************* order for them to choose an appropriate unit for water treatment. I have been emailing with the manager regarding this. I was told there is nothing on record regarding water testing. Waterman 911 has never tested the contaminant levels (sulfur) at any time throughout our business. In addition, the current system has no meter on it. There should be a meter that tells how many gallons of water have gone through this system in it's lifetime. I do not think this system was brand new upon installation. I have inquired clarification and have attempted to resolve this with the owner, whom I was told by management, would get back to me. I have had no success. I want this company to replace this unit with an appropriate unit as they should have done to begin with. In addition, my water heater is contaminated and needs to be replaced as a consequence of their negligence. I would like this to be replaced as well. Lastly, I would like to be reimbursed for all of the monthly maintenance fees and service calls, as this was due to the negligence (or ignorance) and dishonesty of the company's failure to abide by common and gold standard practices of testing the water prior to choosing the correct system for water treatment.

  Business Response

  Date: 02/10/2025

  This customer decided to ask us for an invoice and every invoice from 2022 and we provided her with them. For as far as the sulfur levels we didn't have that information nor in the invoice at the time because the individual who installed the units was the owner of the company. Someone who is overly experienced and someone who has been helping the community for over 30 years. We tried to inform her that was all we could do on our end and she decided to get hostile over the phone.

• Initial Complaint

  Date:07/07/2024

  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.

   
  Complaint: 21940296
  
  I am rejecting this response because:
  To whom it may concern,
     This is in response to the written statement of business Waterman 911 in ********** that stated that he knocked the old pump down and installed a new pump the employee that was installing the pump  had to call him and tell him that he was having difficulty getting water to come out and was told by ***** to do what he needed to do and that he would come out personally the next day and that did not happen he is also stating that failure was due to electrical problems from the home to the well *** that he informed me that they would not return until that problem was corrected  which is a completely false statement and that my wires where left out with splices in it first and foremost the wires where left out because the owner ***** said he would be out the next day to finish the job and connect the rest of the equipment and that did not happen. When I called several times since April 9, 2024 before my water pump stopped working to see if they were coming to finish I got no response. When I called that the pump was no longer working I was told I had to wait for a new pump to come in and that would take some time after several call over a two week period they came out and installed the second pump. He said that he would have tested the voltage on the house but he did not have a voltage tester with him luckily I had one and we preformed the test and it read 240 volts. ***** myself and another witness were present at that time. He did however tell me that I needed to purchase a cover for the outlet which I have already done. Also when the second faulty pump was removed Ias he stated was due to the fact that we needed to look down there to see why the pumps kept failing something ***** the owner should have done before sticking another pump down there. Also i took the information off of the pump and contacted the manufacturer personally and was told that that was not a new pump and that the warranty was 5 years not 3 years as was stated by Waterman ********************************************************** person and exchange the faulty pump for me and gave me proof of warranty. In all this time I have made several attempts to get ***** or one of *****'s employees on to come out here to correct the problem and finish the work before I finally requested a full refund for the work they did not do correctly and never finished. Then proceeded to tell the witness that was there at the time we tested the voltage because he has yet to speak to me directly  that because the pump was pulled out he would not honor the warranty that it was voided now the work is complete and I have running water with no issues without having any electrical problem fixed as he stated as a scapegoat to cover up his unprofessional conduct. I am also waiting for the paperwork from the manufacturer from the previous pump. Because I was never provided the paperwork from waterman 911.
  
  
  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/10/2024

  Customer called in for a no water ********************** call, we went out there on 04/09/24 and the well pump was stuck in the well casing. We had  to get the machine to push the old pump down to install the new well pump. We reinstalled pump and the pump failed due to low voltage from power from the home. She called back with no water, then we went back out there on 04/22/24 and we replaced the pump again due to failure from low voltage from the home. Restored water to home, ran water water for 30 min with no issues. Advised customer we would not come back out here until she corrected her low voltage problem to the pump. The wire was still above ground with splices in it. So instead of fixing her electrical problem she had another company pull the pump out we installed that was under warranty. And waterman911 Will be glad to install a new pump once the electrical from the home is repaired but customer refuses to let us do our job by not correcting the electrical from well to home. Instead demands refund instead of letting us do our job.

  ************************* -Owner

  Personal Cell number-************** Please call with any questions 24-7 we again will honor our warranty even though she had another company remove our pump

   

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  08/08/2022 I call this company to fix a problem that I have with the tank of water from the well now I have the same problem.I call them and they want me to paso ****** just to come to my house to check what the problem is.I said not is just almost 2 two month that you fix the same thing and I a very rude way *** said I have like 50 people in front of me if I dont want to paid(we are in a situacin after hurricane *** )I have a small daughter and older mom and I cant be without water .So I need this person to fix my problem or give me back the money I paid for the first time they come and I for the other company that I have to find and call now to fix this as soon as posible.