Complaints

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

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  Aqua Pure Solutions

  2020 51st Ave E Unit 109 Palmetto, FL 34221

  
• 

  Aqua Pure Solutions

  15120 County Line Rd STE 111 Spring Hill, FL 34610-6728

  

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:05/20/2025

  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.

  Dating back to November, my water softener has been giving an error code and stuck in regen cycle. The business has said to have been there once already to replace it but every time my water softener service company goes they are still reporting the code being present. The water softener being stuck in regen cycle I believe to be a reason for the well pump burning up as it's constantly running. I've called the business numerous times about the issue and they tell me their head guy is hurt and out and will try to find someone else. This property I own and rent to 3 tenants. I am required to provide clean serviceable water to the tenants and I have stated that to Aqua Pure Solutions everytime I call them. I've attached messages and Invoices about this matter. I am seeking replacement or refund for the system and compensation for the well pump burning up due to it running constantly in regen.

  

  Business Response

  Date: 06/16/2025

  This response was taken verbally by the BBB:

  We went out on the 3rd and the 12th and have fixed the system. The mother board went bad and were on back order. At this time we have resolved the issues. 

• Initial Complaint

  Date:03/11/2025

  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.

  1.) The issue started on 2/14/2025 when I received a phone call from Charlotte County Utilities notifying me of 95 hours of water usage.2.) I paid Charlotte County Utilities (water bill). I contacted the business (Aqua Pure Solutions) to let them know that the water system installed was making noises and reading a system error (malfunction). I also, told the answering service that I received a call for Charlotte County Utilities notifying me of 95 hours of water usage. I was told no one was working (after hours), scheduled an appointment for 2/24/2025. I shut off water.3.) 2/24/2025 The technician was a " no show".4.) 2/25/2025, ***** (Aqua Pure Solutions) called apologized for " no show". She scheduled appointment for 2/26/2025. I told her about the call I received from Charlotte County Utilities regarding the increase in my water usage 95 hours. Said will contact her when I receive the bill. She said, okay.5.) 2/26/2025, the technician came. He found what was causing the problem in the system, a sensor that was malfunctioning. He remove the malfunction senor and replaced it with a different sensor. 6.) 2/27/2025, I called Aqua Pure Solutions spoke with *****. I told her I received the water bill. I ask how is reimbursement satisfied. She said, a check is issued or a credit. I asked do you want me to send you a copy of the bill. She said, no not now I will let you know and call you back. 7.) 2/28/2025, I called Aqua Pure Solutions, spoke with ***** and ask about resolution of bill. She said, she will need to speak with manager and call back.8.) 3/4/2025, called Aqua Pure Solutions left message for *****. Today is Tuesday, 3/11/2025, I have not received a call from Aqua Pure Solutions or a return call from *****.9.) The nature of this dispute is to receive reimbursement of $229.49 due to increase in water bill caused by their system malfunction.10.) 3/11/2025, *** reduced paid $229.49 from $327.83, when I paid.11.) This issue does not involve advertising.

  Customer Answer

  Date: 04/07/2025

  I received a call from ***** with Aqua Pure Solutions on Friday, April 4, 2025. She was very apologetic. She said she was at fault, responsible and wanted to resolve the  issue.

   

  I request she send a check payable to me (******* *******) in the amount requested, $229.49. She agreed.

   

  I also requested that she contact the Better Business Bureau of her action for satisfying this issue and attach a copy of the check that will be submitted to me.

   

  I would like to request that this claim remain open until I receive the check and the funds have been cleared by the bank.  I am feeling a little uncomfortable about this case.  Then, I will notify the Better Business Bureau when the claim has been satisfied and to close. 

   

  I appreciate your prompt action and response to this matter.

   

   

  Sincerely,

   

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

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

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

   

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23050948
  
  I am rejecting this response because:

  
  Please see attached. 

  Customer Answer

  Date: 05/07/2025

  This response was taken verbally by the BBB:

  At this time we have not received a refund that the business stated we would receive. 

  Customer Answer

  Date: 06/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  This response was taken verbally by the BBB:

  I have received the refund by checks and can closed the complaint at this time. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:06/20/2024

  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.

  06/19/24 I had AquaPure come out to my home because my previous well collapsed and had to have a new well dug. Now my water quality has changed so I was told by the well company to have them come out to make sure my well equipment is working for the type of water I now have (Previous iron now sulphur) While they were here I asked for my ** filters to be changed since it has been a year since the last replacement. I was told when they arrived that the equipment was fine for the water but the system needed cleaned very bad (They are suppose to come out annually to clean it and test my water but that has not happened since it was purchased) They cleaned the tank with peroxide and now my iron level went from 0.0 to 5.0 and I have orange colored water coming into my house which is going to cause pipe issues. I stopped the trainee technician from replacing the ** filters because I did not want them to go bad instantly after purchasing them. I wanted my water issue resolved first. They then informed me after 5 hours of being here that the system I have does not work with sulphur (wierd because it is called a sulphur king) I find it odd that the system was fine 4 hours earlier but now it is not. I have a warranty in writing that states my media has a lifetime warranty on it. They wanted to charge me either $279 or $1092 to replace my media. Last time the media was changed in 2016 I only paid a service call fe3e which was around $90-100. They wanted me to purchase a new system instead. I have since had a 2nd opinion and was told the media needs to be changed because it is in too bad of condition to clean (band-aid) it. When they put my ** system back together they did it wrong as I have no water at all coming out and the water line is turned on. I want my ** fixed and a credit from Aqua Pure for what it is costing me to fix my well equipment sine they refused to honor the warranty I have in writing. It was rebed in 2016 with no charge

  

  Business Response

  Date: 07/22/2024

  We are sorry that you are dissatisfied. Unfortunately, after 11 years of working together, we are sorry to see you leave. As you had stated, you did drill a new well with a new water source, changing the water treatment equipment requirements needed to treat that new water source. You stated that we have not provided annual service since the purchase of the equipment which is false. Over the 11 years since your original purchase, our service department has been to the address 17 times. Also, upon taking the system apart for cleaning and inspection, after being hooked up to the new well, we found half-inch rocks, a multitude of gravel, excess sulfur bacteria, and metal screws in the system which effectively destroyed the system and voided the warranty. We have attached images for your review. After working on your system for four (4) hours the technician mentioned that there would be a service trip charge which is standard for any service, annual or repair work, and they were promptly thrown off of the property by yourself. Over the 11 years of our relationship, we have re-bedded your system complimentary in the past, waived our trip charges, and completed service work at no additional cost to you. **** attempted to resolve the issue on June 14th with ******* and was waiting for a callback but never received a call back before you decided to purchase a system from another company. Again we are sorry to see you leave and wish we could have resolved this issue together as a team.

• Initial Complaint

  Date:03/17/2023

  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 purchased a water filter and softener system from AquaPure Solutions in August of 2022 at a cost of $7,000. The system was purchased to solve the common ******* problem of sulphur smell in the water. After the system was installed, we suddenly had no water pressure in the house. We were told by AquaPure that it was because our well pump was too small and would have to be replaced with a more powerful pump to get pressure restored in the home. The salesman stated this was because the water filter system requires a substantial amount t of pressure to operate, thus leaving little on the house side of the system. Based on their guidance we hired a plumber to replace the well pump. However, upon replacement, we still had no water pressure. We brought out a different plumber who believed the issue was not with the pump, but with the electric supplying power to the pump. This, we hired an electrician to look at the electrical system. It turns out there was nothing wrong with the electric. We brought a third plumber out who attempted to restore water pressure to the house but was unsuccessful. He recommended we hire a well specialist. We hired yet another company who came out and determined the root cause of the lack of water pressure in the home was the foot valve in the well itself. They stated that the AquaPure system had likely caused the foot valve to lose prime and required replacement. They also stated that the system we were sold by AquaPure was not appropriate for our home and our shallow well; but that installation of the AquaPure system caused the failure of the foot valve. We were ultimately able to get water pressure restored to our home; but only after the AquaPure system was removed and replaced, along with the foot valve it caused to fail. Ultimately, we are out another $14k, on top of the $7k to AquaPure. I spoke with the owner, ****, who made it clear he did not believe his equipment was at fault and as such, he would not offer a refund.

  

  Business Response

  Date: 05/02/2023

  In response to complaint from ***************: Never in the history of our company Aqua Pure Solutions have we ever had a customer complain to the ******************** without the customer calling ** first. We never received one call from *************** saying there was a problem. We are a company that gets up every morning to tackle any issues but how are we to do that if the customer doesnt let ** know? 

  
  At the time of installation it was clear that Mr ******* water pressure was very low. All water treatment systems require a certain pressure to function properly. We advised him at the time that he will need to replace a well part, maybe a pump or switch. We advised him that we do not sell well parts nor do we have any vested interest in well products. 

  
  Unfortunately, the customer was taken advantage of by another company and installed equipment he didnt need. Had we known that we could have stopped him from getting ripped off.

  
  Water conditioners flow water right through them with no restrictions and so there is no possible way they could cause a foot valve to fail. Unfortunately he has our brand new equipment sitting in his yard unconnected; its very sad. But his problem is a pre-existing one and his original equipment was old and antiquated. We feel so adamant there is nothing wrong with our equipment that we could pick it up and install it at another persons house with full confidence. 

  
  Although we feel sorry for him but I believe this is a bogus complaint; the BBB should be utilized for customers who are not being serviced by companies. Aqua Pure Solutions always tries to make things right with every customer and our equipment is not at fault 100%. 

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

  Owner