Complaints

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• Initial Complaint

  Date:05/09/2025

  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.

  I bought a home water treatment system filter softener and other equipment approximately 2 years ago from a local water company. This company has repaired this water softener 4 times now but now seems out of business. Action Manufacturing makes and sells this softener to the installers. The woman I talked to said the only way it could be fixed was to contact the original **************** Labs | AI Overview Learn more *************** offers a 3-year warranty on its water softener systems, covering defects in material and workmanship. This warranty covers both repair and replacement of defective products, provided they have been stored, installed, and operated according to *********** recommendations.

  Business Response

  Date: 05/27/2025

  Hello,

  We are sorry to hear that you are having problems with your water softener that was purchased from a local plumber/company. All warranties are through the plumber/company that purchased the equipment from us directly. We do not run a retail business and therefore only work through the companies that purchase from us directly. We can refer other companies to help service the unit if preferred. Defects in material and workmanship mean failing materials (defective products), not the operation of the system if installed incorrectly, if it was not set up correctly, not sized for the water conditions, etc. There are too many variables and need to be handled through the plumber/company. If they did not follow all instructions that could also be an issue. We apologize for the inconvenience and please feel free to contact us for other referrals of possible service companies. 

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23308671
  
  I am rejecting this response because: This is the same response I got when I called them before I filed the complaint. Their website says there is a warranty on the product and I have had nothing but problems with this water softener since I purchased it. The unit that replaced my aerator works good but the softener is constantly breaking down. The installer I had used for many years but everyone says he is no longer working and is not returning calls. These installers are all independent contractors and to say because they purchased the equipment that they are responsible for defects is nonsense. I just want this fixed or replaced this purchase was several thousand dollars. 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 05/29/2025

  Again, we are sorry for your inconvenience, but we have no way of knowing what the problem is. There are too many variables in this statement.  The manufacturer does not take responsibility for the contractor's work. There are numerous reasons for a system to not be working properly. For example, if a unit is struck by lightning and the control valve fails, it is not a manufacturer's warranty defect because of the lightning. Another example, if fire ants get into the computer board and fry it, it is not warranty. Proper maintenance is a must. Lack of the contractor's knowledge is not

  Our company's policy is that we warrant through the company that purchased it or another customer of ours that can fix it. We did not charge you the money, we sold to the company that you are looking for to fix it. If it was a warranty problem, they should have contacted us for assistance. Obviously, they didn't believe it was warranty and tried to fix it. The complaint is with them, not us. Again, we can offer some other options to help determine the problem and see if it can get corrected for you. Please reach out to another company for assistance to diagnose the problem. Thank you.

  Business Response

  Date: 06/06/2025

  The warranty is through the company that installed the equipment or another company that can help service it. We do not sell retail products and will not be providing any warranty through this channel. It must go through a plumber or well driller who does business with us. We stand behind warranties if they are deemed failure of the product directly. We are happy to discuss this with a licensed plumber or well driller given the proper documentation and proof of the problem. There is not much else that can be said on this matter. Thank you. 

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23308671
  
  I am rejecting this response because: This is the same response they have given previously. They advertise a warranty on their product yet say it is the installer who is responsible. If I buy a ***** truck that has a three year warranty and something goes bad on it I don't expect my local mechanic to be responsible. I put two boards in this thing the first year I then bought a whole house surge protector and a second that the water system is plugged into and it went out again. WE had no storms or power outages at that time. That is when I called. They gave me the name of a repair company who had no phone service they sent me an email saying they charge $150 to come out and any parts and repairs are on top of that. I found a new board and a power supply online and put it in myself 4 days ago and it is powered up, but I have no idea for how long, since this is the fourth one. This is 4 boards and one power supply on the softener the other equipment never had any problem and is plugged into the same supply. They don't want to resolve this then just let them have a negative rating. I am done with this company.
  
  Sincerely,
  
  ***** ****