Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:05/15/2025
Type: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.
When I purchased a system from them they told me I could have it disconeccted for a fee if I move so I can take it with ****** they won't return any call message or email which I have done at least 10 times.I am moving and spent $4500.00 on this system and I want to take it to my new house.They will not respond with a date and/or time to disconnect.
Business Response
Date: 05/23/2025
Coastal?Empire?Water,*****
Response to BBB Complaint?ID?#********
We appreciate the opportunity to address the customers concern about scheduling a disconnect of his whole-home water-filtration system. We regret any frustration he experienced while we coordinated service.
Company position / explanation:
1) Early and ongoing communication: We have been in contact with ************ since 2?February?2025, but we did not receive any proposed time frame for work until 28?April?2025.
2) Scheduling compliance: The disconnect was completed on 20?May?2025, squarely within the window of?May?19-23 that the customer specified, and ahead of the specific day (21?May) he chose on the phone.
3) Work completed: The system was disconnected and left ready for transport on 20?May?2025, fulfilling the customers stated objective.
Chronology of events:
2?Feb?2025 Customer submitted an online inquiry about moving his system; we replied the same day outlining the relocation process and asking for a target date.
2?Feb?2025 Customer responded and asked more questions, but did not provide a target date. We responded with answers to his questions
24?Apr?2025 Customer e-mailed asking for a price to disconnect his system (and still did not provide a date window)
28?Apr?2025 We quoted our standard relocation rate. Later that day the customer sent the first date rangethe first week of June, if possible. (5 weeks out from the current date)
2?May?2025 Later that week the Customer revised his request, asking that the disconnect be scheduled for the week of?May?19??23. (3 weeks out from the current date)
11?May?2025 We received the customers Formal Online Relocation/Service Request Form that was completed on our website.
15?May?2025 Customer filed ******************** complaint (ID?********* and we text-messaged him the same afternoon to arrange a telephone call.
16?May?2025 Telephone call: we confirmed a service window the following week and scheduled Wednesday?21?May (per customer preference).
20?May?2025 Technician disconnected and capped the system; REQUESTED JOB IS COMPLETE one day earlier than the penciled-in date and within the requested window.Customer Answer
Date: 05/28/2025
They have settled the issue,thank you BBB for making it happen.
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