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:06/22/2023

  Type:Product 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.

  About one year ago I purchased water filtration equipment from Easy Water. ******************* was my sales person. The system has had problems from the start. It was difficult to install and therefore took many labor hours and was expensive (costing me $3,597.69) and keep set correctly, even by a quite experienced plumber. I have spent exorbitant amounts of of time and money in labor costs in trying to get the Iron Shield *** (including the hydrogen peroxide injection system), UV light, and water softener to work.
  
  At this time, my local (trustworthy and skilled) plumber has told me that the Iron Shield is doing nothing, as evidenced by the fact that the water coming out of it is very high in iron. Every time I have called the plumbers, it has been because my water is brown. The machine is not doing it's job. I emailed Easy Water a photo of the iron rich water, and offered to ship them the water sample. They declined, due to the high iron content being obvious from the photo alone.
  
  Yesterday,I sent an unfiltered water sample to Easy Water. That particular sample appears much clearer than the one ***************** took and tested at 4.5 ppm a week ago.***** can change from day to day.
  
  According to *****************, the Water Softener is doing some filtration, but it is on it's way out, because it has been filtering out all the iron, which is what the hydrogen peroxide injection and Iron Shield are supposed to be doing. So the Water Softener needs to be replaced.
  
  The reverse osmosis system that I purchased from Easy Water is also working way harder than it is supposed to, since the upstream filtration is not working,which means that it may fail, and definitely will need new filters way sooner than expected.
  
  There were numerous emails between me, ******************* at Easy Water, and *******************, the plumber who installed the system. Those emails  could potentially be reviewed to see what has been tried. At one point, it seemed like the Iron Shield was not holding its settings, so a new motherboard was sent to me. But then the settings seemed to hold, so the new motherboard was not installed.
  
  The hydrogen peroxide injection is making a noise that makes it seem like it is working, and it looks like it is doing something, but there is slime in my toilet tank, which I am told is indicative of iron eating bacteria. ******************* had originally told me that I would only need to refill the hydrogen peroxide once a year, so I was not concerned when it did not seem like the levels on the hydrogen peroxide tank were going down. But recently, ***** at Easy Water told me that I should be using a gallon a month. In which case I should have run out many months ago. I am seeking clarity from the company on this, and have left two voice mails and emails regarding this. It makes sense to me that the hydrogen peroxide injection is not working properly, therefore the Iron Shield tank and water softener are fouled, as the bacteria is not being killed. This is a manufacturer defect that I believe has been there from teh start.
  
  My current plumber, *****************, has stated that they will not work on my current filtration system anymore. ********************;states that the equipment will not handle the level of iron in my water. I live in a small town, and there are no local plumbers here who work with Easy Water equipment. Easy Water offered to send one of their techs, at my expense, but I cannot afford to fly in plumbers. I need to replace the equipment with a system that works, and that if anything happens, a local plumber can fix. I cannot continue to ruin my belongings (clothing, linens), plumbing, and plumbing fixtures (including a brand new hot water heater and toilet, installed right after the filtration equipment was installed), with water filtration that does not work.
  
  I am requesting a full refund of the equipment that I purchased, and the labor costs to install and maintain the equipment over the past year.
  The warranty should still be in effect, and equipment like this should last for at least 10 years.
  I have spoken on the phone with ****** and ***** at Easy Water over the past week to explain the situation. So far the only thing offered was a replacement Iron Shield tank. This is not a solution to my problem, although it is a very tiny start. It has been disheartening to find that the company cannot tell me what has gone wrong. Thorough water testing results were submitted in order to guide the choosing and purchase of this particular equipment, and I was assured that it would do the job.
  I was also given a very weak excuse that the problem was due my having had a few power outages. The system is on a surge protector, and I was never told that the equipment would fail if a short power outage occurred, nor do I see any reason why this would be so. According to the manual, if there is a power outage, all that is needed is to reset the time. My plumber and I worked with ******************* at Easy Water after the outages, to reset the system so that it would backwash and regeneration the correct schedule. I see this as an excuse as unwillingness to take responsibility for the fact that the equipment failed.
  
  The cost for the equipment was $6905.17.
  The initial install cost was $3597.69. That does not include many return trips by plumbers ******************* and ***************** to try and fix the failing equipment.
  
  Short of that, I would request that Easy Water replace all my equipment and pay for the install. There is no reason that this equipment should not have lasted 10 years with no glitches.
  Earlier this week, I sent an email letting Easy Water know that if by the end of the week I had not been given a refund, I would be contacting BBB for help resolving this issue. Since I have not received a response that they are going to do the right thing and stand behind their products, I am reaching out for help with this matter.
  
  Short of that, I would request that Easy Water replace all my equipment and pay for the install. There is no reason that this equipment should not have lasted 10 years with no glitches.
  
  addendum
  At this time, Easy Water has verbally offered to only replace the Iron Shield and Water Softener tanks. THat is not a sufficient solution.
  Unfortunately,Easy Water is not answering their phone. They have claimed in the past that they were for some reason unable to reach me by phone, though my landline is working as it should. 
  
  Here is the email that I sent to Easy Water this morning:
  I may have found a local plumber who is willing to work with Easy Water equipment, though their confidence level is low, since the equipment did not last a year. However, they find it unreasonable to replace only the tanks for two reasons. Firstly, it is unlikely that the tanks were the cause of the problem. The heads were the most likely source of the malfunction, and will continue to malfunction if not replaced. Those should be covered under the warranty. Secondly, the labor costs for replacing only the tanks is significantly higher. Please kindly respond to these concerns.
  Also,I would like confirmation that you received the most recent water sample that I provided to you, and could you please share your findings with me? As previously mentioned, and as you know from teh photo that I sent, this sample was significantly clearer than the one taken by ***************** the previous week.
  I also would still appreciate an email detailing how you currently would like me to set the hydrogen peroxide injection. ******************* he thought that I should go back to the original factory recommended dosing, however there were other instructions beyond that mentioned on the phone, and since they were rather elaborate, I was told an email could be sent so that a handyman or plumber could follow the instructions.
  
  Sincerely
  
  
  Thank you very much for your kind consideration of this matter. I really hope that BBB can help me find resolution.
  

  Business Response

  Date: 07/11/2023

  The customer's home required several filtration systems because of high bacterial iron in the local well. Our *********************** peroxide injection step kills the bacterial iron, preventing it from accumulating in the tanks and fouling the filter media which would render the system useless. We did not have a local dealer in this rural area, so we used the homeowner's plumber. The plumber worked closely with our team and sent a video to confirm proper setup for the multi system installation, which we confirmed they were set up correctly and functioning properly. After the homeowner contacted us about the continued problems with water clarity our team continued to problem solve to try and pinpoint the issue. We discovered the original plumber had moved and we began trying to work with a new plumber to try and help diagnose the problem. Eventually the homeowner mentioned to us that the area experiences frequent power outages, which would cause the peroxide injection to lose its prime and no longer treat the bacterial iron. Losing power causes the peroxide injection to go into standby mode until you manually switch it back into auto injection mode. Once we discovered this we had the new plumber switch it back into auto injection mode. Unfortunately, the homeowner was still experiencing problems. We determined that the period of time when the systems were running without the peroxide injection damaged all the filtration media and they all needed to be replaced.

  We have agreed to replace all of the filtration media in the systems and send one of our own specialists to the home to install and ensure the system is working properly. The homeowner understands that given the quality of the well water and frequent power outages in the area, that there is maintenance required either by her or a local plumber to ensure the best performance for the systems. We have spoken to the homeowner continually and she is satisfied with the solution.

• Initial Complaint

  Date:05/20/2023

  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.

  Purchased a water filtration system on 10/31/2022. Iron Shield, Acid Shield, No-Salt Conditioner. This was based on our water sample test results and the abnormally high iron levels beforehand. System was sub-contracted by a local plumber who installed it incorrectly, sending filter sediment into our yard. New filter tank was sent and re-installed. Water cleared up better but still not near accetpable EPA levels as stated it would. It was suggested to increase a peroxide injection amount, but still did not produce satisfactory results. Our system is now clogged and we have been tasked with trying to take it apart to trouble shoot, since they dont come out and service the unit themselves. It has been 6 months of issues and "trouble-shooting" with no solution in sight and it's obvious that their system cannot handle the issue that our water presents. E-0mails get returned days later.. phone calls get returned many days later.

  Customer Answer

  Date: 05/22/2023

  The name of the Company that we did business with is:

  EasyWater

  ************************************ 200

  *******, ** 46037

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

  Business Response

  Date: 06/27/2023

  We contacted the customer and found out the main issue with the system performance. Given the poor quality of the well water, this system required more ongoing maintenance than the customer is able to do. A local representative to help regularly service the system would be needed. We worked with the customer to provide them a resolution they were pleased with.

• Initial Complaint

  Date:03/26/2023

  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 paid about $5000 for a water treatment system. I was lied to by the business from start to finish. My sink leaks, they had to add an extra sink because it didnt fit my current sink, so there is now a leaky extra faucet on my kitchen counter. I was told that there a back up batteries in both of my filtration systems and when we lost power, we lost water because there is not an extra battery. The system purges gallons and gallons of water at least once twice a day. It is flooding my backyard and this was never mentioned. It has not softened my water in my toilets and sinks are still being stained even though I was promised that they would not be anymore. Everything I was promised by the sales ******************* has not happened. I want it fixed or removed. It is draining my well, leaking all night, and has not fixed my water problem.

  Business Response

  Date: 04/17/2023

  Please see our attached response. 

  Customer Answer

  Date: 04/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  Your response is a gaslight with false information and does not offer a solution.
  As EasyWater is aware, I was not home during time of installation. EasyWater is CLEARLY aware of this because when I was scheduled to be home, you had the equipment delivered to the wrong house over an hour away. ****** then sent the installers to my house when no one was home or expecting them to come to install as I was given NO warning. On top of this I then had to call the third party installer myself to schedule the installation, because ****** was unable to schedule this properly. The equipment was not installed until November third, so your statement in your response is false and another LIE. During installation I was not told anything about the purging system running for WELL OVER an hour during the purge cycle. If I was not home I am unsure on how I would've been able to decline additional work and money, so there is another LIE. My system then leaked after installation and the installer had to come back the next day. 

  During the sale ****** told me I was buying a whole house system. I was not told that the reverse Osmosis was JUST for my kitchen sink. I expressed my aggravation with the installer and he told me I was lied to. I then came home to a SECOND kitchen faucet. ****** knew I was expecting my first baby and his biggest selling point was I could make a clean bottle for my baby our of "any sink in the house", which was another LIE during the sale. I cant make a warm bottle because this Reverse Osmosis is on its own COLD ONLY faucet. ****** also told me the rings and stains on my toilet would be removed and they are still there! My patio is now destroyed because of the draining that takes over an hour that was occurring EVERY day. When the installer came back 2 weeks ago, he told me that even if I did a "french drain" I would not be able to have it set up in the winter due to concern of freezing and clogging. SO a french drain wouldn't solve my issue in the winter anyways, so that argument by EasyWater is not applicable. I was told the drain systems are not applicable in the cold weather, so I would still be in this situation every winter regardless.

  I was told that there was a built in water softener, I was told the stains would be removed, purging was NEVER mentioned during the sale, I was told it was a whole house system, I was NEVER told I would have a second kitchen faucet, i was not told a hole would need to be drilled through my wall to the outside, I was not told that to install a better drainage system it would be an additional charge, I was told I could make bottles out of any sink in my house, I was told there was a back up battery pack in case of power outages, and NONE of this was true.  I was lied to on numerous levels and information was omitted. 

  It feels like you guys sell things with false information and then gaslight the customer for calling out the company for omitting information and giving false information during the sale. $5000 is a lot of money to spend on a system that damaged my property and didn't do what I wanted even though I was told it would.

  I would like some sort of refund to fix my sink and fix my patio. I also have requested a water test. 

   
  Regards,
  
  ***************************

  
  

  Business Response

  Date: 05/11/2023

  Please see the attached response and supporting documentation. 

  Customer Answer

  Date: 05/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  This response is still not addressing my damaged property from the drain OR the additional faucet I was not told about being installed. It is also not addressing any of my concerns about omitted information at time of sale. I had a water softener REMOVED from my existing system by the installer. I also have not been provided any of the new water samples except for in this response, why were these samples not sent to me and only posted here? EasyWater is failing to communicate with me or address the concerns I am referring to. At no place in any of the documents provided to me did it say my water system needed to purge gallons upon gallons of water for over an hour for each system. This has been my issue from the start and EasyWater still has not addressed the excessive purging or additional faucet I was not warned about. I would not have bought this system if this was told to me.
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 05/23/2023

  These issues have already been addressed and our position has not changed. 

• Initial Complaint

  Date:10/11/2022

  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.

  On August 11th 2022 I made a purchase for an Easywater home filtration system, the amount of the purchase was $2,273.75. The person that I purchased the system from is *************************** same person I've been dealing with all along. As you can see in the attachments, he guarantees 100% the system will eliminate all odors of Sulfur, and Iron from my water, well it did for about 1 1/2 weeks and then the emails started about how unsatisfied I was. I ran the tests ***** asked me to run and even added peroxide by hand to the tank in attempt that it would eliminate the odors and color of my water it did not. I have requested a full refund and ***** is denying my refund although his 100% guarantee is

  Business Response

  Date: 10/24/2022

  Please see the attached response. If additional information is required, please let us know. 

  Customer Answer

  Date: 10/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  After spending over $2200.00 on the iron shield filter is when the person at Easywater wants to sell me yet another piece of their faulty equipment, at no point in conversation or emails was I told that there was a chance that I would have to purchase additional equipment for the iron shield to work

  I was very specific with ***** about not wanting to deal with salt or peroxide any longer, he gave me 100% guaranteed that I wouldnt have to, and now they come up with the excuse of my water changing.

  When ***** told me I know needed to purchase additional equipment I told him I couldnt afford it, it wasnt what  we agreed upon and I would just like a full refund so that I may purchase a system that is suitable for my water.

  So I would greatly appreciate a full refund from Easywater and their 37 years in business to back up their 100% guaranteed equipment, that doesnt work without additional equipment

  
  Regards,
  
  *********************

  
  

  Business Response

  Date: 11/02/2022

  November 2, 2022
  *************************
  BBB of Central *******
  2601 *******************, Ste. 103A
  ************, ** 46241
  
  
  
  
  Dear *******: (Regarding BBB ID #*********
  
  
  We have reviewed the most recent response and below are our findings;
  
  
  

   

   

  Originally **************** contacted us to filter the iron and h2s from her water. We provided a solution to filter those items specifically. The addition of a new water quality issue, iron bacteria, has created a new problem requiring either additional actions to be taken regularly, ie. shocking her well, or an addition to the existing equipment ie. peroxide/chlorine injection. These new requirements are only necessary because of this unforeseen and uncontrollable change in her water quality. 
  

  It is well established that well water does oftentimes change, even suddenly as was the case in this instance. It should be noted that this is not an opinion of EasyWater, and according to the Groundwater Foundation(groundwater.org) The quality of a water source may change over time, even suddenly. Changes can go unnoticed as the water may look, smell, and taste the same.
  

  Notwithstanding the above, we do want to help resolve this issue and we are more than happy to extend the additional injection component necessary to resolve this issue at a significant discount, equal to that of our own cost. We realize this may not be ideal but we also understand solutions for this new iron bacteria problem are extremely limited and actually require peroxide or chlorine injection along with an iron filter such as the IronShield already installed. There are no other methods of treatment at this time to address iron bacteria. 
  
  
  Respectfully,
  
  
  ****************************
  Director of National Sales & Service. 
  EasyWater, Inc.

  Customer Answer

  Date: 11/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************

  Easywater has not resolved the problem, they continue stating the same thing

  I dont have the money to purchase their peroxide injector system, even if I did I wouldnt because why on Gods green earth would I give these people any more of my hard earned money when the first product I purchased doesnt work. 
  
  Easy water continues stating that I am having this problem because my water changed, well when I sent them my water it was just as stinky the first time as the 2nd time. 
  

  If Easywater wants to continue not keeping up their 100% guarantee that their 1 filter will do the job, thats fine. I will contact my attorney to deal with this situation if the BBB cant resolve this matter for me.. After all Im only asking for a full refund, it shouldnt be that difficult for Easywater to refund me for their faulty equipment..

   

  Regards,

   

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