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:12/27/2023

  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.

  In October of 2023, we paid $11,400 to have a whole house reverse osmosis system installed in our home. First, **** failed to appropriately size the system, and he installed a system that would accommodate a smaller home and family. After the system was installed, he decided to, only then, ask us about our current water usage based on our water bills. By that time, his system was installed and he sought another $2K to $5K to install an appropriately sized system.Then, he failed to inform us that the system was extremely loud, over 60db. He recommended that we have a sound enclosure built, but after he obtained quotes, it would cost us $3K to find out whether or not it worked.Next, and finally, he failed to inform us that the lovely ** system that he installed in our house should not EVER be installed in a home with copper pipes because ** water will actually dissolve copper piping in as short a time as two weeks. In response, he communicated to us that he had installed a calcium system that would keep the ** water from becoming acidic. It is the acidity that erodes the copper. But when we asked him if the system had any alerts or warning if it malfunctioned, he said no. At that point, we demanded that the system be returned and that he refund our money, but he refused to do so. Then, we disconnected the system, and it is now a large paperweight in our basement. But after disconnecting it, we checked the water PH to see if his calcium system actually maintained the water at a safe PH for the pipes. We purchased a PH tester and then we video our testing of the water, with two witnesses. In fact, his calcium system must have failed because our water test showed that the water in his ** system was ACIDIC, and it must have been eroding our pipes during the entire time this water sat in our home plumbing. The guy appeared to be a professional guy, but this was far from the case. When we contacted his attorney to return the unit, he was only willing to do so if we waived liability for damages. He obviously knows hes at risk, and that he has damaged our home plumbing. How about that. Dont walk. Run from this provider.

  

  Business Response

  Date: 01/03/2024

  - We quoted the system initially in May of 2023 while the home was under renovation and advised ******************** at that time and several other times throughout the process that we should wait for installation until all fixtures are installed and the home is occupied.
  - ******************** advised us in early October that we should go ahead with the installation, as the move-in date was getting very close and he wanted the system installed and performance tested for pressure and flow rate before moving in - which we did.
  - Throughout the 5+ months between quoting the system and installation we had dozens of phone conversations, emails, and texts discussing every aspect of the system including output, expected performance, storage capacity, etc.
  - The system was installed and tested in late October and performed better than expected for output. ******************** became concerned about the amount of water he and his family would use compared to projections and asked for additional storage capacity. We had discussed this possibility previously, made sure we had the plenty of additional space in the utility room prior to installation and provided quotes from a few manufacturers for additional storage tanks. ******************** was also concerned about the system being too noisy. We advised that since the home was vacant and there were no ceiling tiles or any insulation in the utility room or anywhere else in the basement, it amplified the sound, but we agreed to take responsibility for building a sound enclosure that would be satisfactory to the customer and provided quotes for an enclosure.
  - ******************** then requested additional quotes for a larger system altogether - which we provided, but again advised that the current system is properly sized based on the several factors and advised to add an additional storage tank (per previous discussions) - then move into the home,allow us to finish implementation and actually see how the system performed during normal use before switching out to a bigger system or more storage capacity.
  - We could not fully implement the system because the house was vacant. The system was only turned on to test flow rate, pressure and usage capacity per customer request, and was largely bypassed the rest of the time.Regarding Ph and copper pipes - most homes with whole-home RO systems are installed in homes with copper pipes, metal *************. Ph balancing and testing are a common and standard installation practice and is well known to water treatment professionals and manufacturers alike.
  - ******************** then requested an additional bypass for the system to be placed on the main level along with the TWO existing bypasses in the basement. We quoted it, he approved it, and we completed the additional work.
  - ******************** then refused to pay the invoice for the additional work and a week after being invoiced sent us a demand letter full of inaccuracies and misrepresentations threatening a lawsuit, which we promptly forwarded to our counsel.
  - Despite this, we agreed to refund the customer - even though there is no market for a water treatment system that has had water run through it, at a total loss to us.
  - ******************** inexplicably refused a release that our counsel required as terms of the return and full refund.
  - We are still owed money for the additional requested work.

• Initial Complaint

  Date:10/27/2023

  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.

  The company quoted installation of a water softener and iron filter, including the removal and disposal of the current system.The installer left the old system at our house and mentioned that another crew would pick up the old system. That other crew never came.When we called the sales person, ***********************, several weeks later, he apologized and said that he would fix the problem.It is now again several weeks later and the old equipment still is not picked up.****************** does not answer his phone anymore and does not return calls.The company is also not located on the address (******************************************************************) that is on their quote and web site. When I visited that located, the current resident mentioned that the company has left and did not leave a forwarding address.

  

  Business Response

  Date: 10/28/2023

  Unfortunately the scrap company we had contracted with is no longer doing this type of work. We have contracted with someone else in the meantime. We will reach out to Mr. ******* Klippe on Monday to schedule pickup this week.

  Customer Answer

  Date: 10/30/2023

   
  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,
  
  ******************************

• Initial Complaint

  Date:07/24/2023

  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.

  Owner installed faulty RO filtration system And promised to replace it over one year ago and made multiple appointments he failed to keep by not calling showing up nor rescheduling. He only returns every 5th to 10th message. System makes VERY loud moaning noises most hours of the day.*********************

  

  Business Response

  Date: 07/25/2023

  This is not a faulty system, there is a lot of air in the lines from the well and from the well treatment system. However, we agree to replace it.

• Initial Complaint

  Date:02/07/2023

  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 used Chicago Water Pros for a water softener installation. They violated code causing our house to flood. They immediately denied any wrong doing, called a new plumber to come out and fix his mistakes. Come to find out, they are not licensed plumbers. Chicago Water Pros promised $1000 and have completely stopped responding to us.

  

  Business Response

  Date: 02/14/2023

  All outstanding issues have been rssolved to the customer's satisfaction.

  Customer Answer

  Date: 02/14/2023

   
  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,
  
  ***************************