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:11/22/2022

  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 spent $3100 last year for new equipment provided by AB Certified Water, including two new reverse osmosis systems in our kitchen and bar. After hurricane ******** attempted several times to schedule a appointment to have the reverse osmosis systems repaired. I was told they had many customers in south county that needed their attention. I was under the impression that we too were customers. ******* refused to schedule a repair appointment.We were without power for a few days during Hurricane ***. When the power came on the R/O system in the kitchen flooded our kitchen and family room oak floors. The system in the kitchen is working okay as long as we don't have another power outage. We also have an R/O unit in the bar. When the power came on it too spewed water into the cupboard and onto the antique wood floor. When we attempted to turn the unit in the bar on it continues to spew water in the cupboard and onto the floor. Our antique wood floors are now warped. We can't uses the ice maker because it is connected to the R/O. We can't use the drinking was either.A staff person, ******, suggested we contact ****'s list or other water system companies. NOT ACCEPTABLE. Other companies won't work on the equipment that they didn't provide. So terribly disappointed in this company. Seems they were more than happy to make a sale but not so willing to provide necessary service when needed.We contacted several companies. Superior Water Conditioning came out and fixed the softener that wasnt working after the hurricane. The meter had blown out. They will not work on the R/O equipment that we bought from AB Certified. Our only option is to replace the two R/O systems if we want Superior to take over on water system. The R/O systems installed by AB Certified Water cost $650 each.

  

  Business Response

  Date: 12/16/2022

  Dear *****************,

  After reading your complaint, I would like to address the situation. As we explained to you on the phone, after Hurricane *** came through, we had an enormous amount of service calls that came in.  Many were people who had NO WATER.  We were under-staffed at the time and could only handle emergencies of NO WATER.  It took us weeks to handle all of the different calls we had.  We understand your frustration that we couldn't get to you to fix the R/O systems you have.  After speaking to you again and again on the phone, we didn't want you to continue to wait until we could get to you so, we suggested you reach out to another service company.  It was frustrating for us as well.  As a small family-owned business, we take pride in helping our customers, not just "selling a system".

  The R/O systems that we installed were of great quality. We've been using the R/O systems for several years. Yours were the first that we received complaints about. However, we will go ahead and reimburse you for the systems so that you can have them replaced.

  We are sorry for the inconvenience you had.

   

   

   

   

   

  Customer Answer

  Date: 12/19/2022

   
  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.
  
  Sincerely,
  
  *****************