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:09/29/2024

  Type:Order 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 9/19/24 I contacted this company to service the water treatment system that was installed prior to me purchasing this home on 08/30/24. On 9/24/24 a *** from the company showed up to service the equipment. He stated the system was no longer in working condition. For a scratch and dent new in box system they could install a new system for $9,990. *** took my information and stated the office would run a credit check the next morning. On 9/25/24 they installed the equipment and I signed the contract. After looking over the contract I noticed they back dated the contract to 9/21/24 which is impossible considering at that time they had not been to my home to look over the equipment to know if it was working or not. I have written to cancel the contract and also tried contacting the business via telephone with no response. All of the communication between the company and I is in fact recorded and time stamped by my in home camera which will legally prove the dates in which the install and contract signing were legitimately performed.

  

  Business Response

  Date: 10/29/2024

  ****** went to ********* home to maintenance her water treatment system.  During the inspection, he informed her that her unit was not working properly.  ****** then went over options for her.  As you can see on the attached contract, it clearly states she was being quoted for A NEW system.  The $9,990 price included a brand new water heater and the installation of that also.  The next morning, she left a voicemail trying to cancel her purchase stating she was going to sue the previous homeowner.  The employee that called her back informed her since the house passed inspection, there most likely was not a credible lawsuit option.  Ms. ******* decided to go forward with her purchase.  While our technician was there, he also did additional plumbing work for her as well.  *****, the installer, replaced several pieces of plumbing under the kitchen sink, the main drain, as well as the sewer drain pipe.  None of that was included or promised during the discussion of the purchase but he will willingly did that for *******.  The contract was dated on the date she agreed to the purchase and labor.  The October 25th date was when the equipment was installed.  Attached is our contracts she signed and also a satisfaction completion contract.  When Aqua called to verify her information to complete the loan, she refused and left this as a NON-PAYMENT.  At this point, ******* has committed theft and our attorneys have been notified.  We are also in the process of putting a lien on her home as well.  

  Customer Answer

  Date: 10/29/2024

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

  Customer Answer

  Date: 10/29/2024

  1st off, the date on the contract is dated 09/21/24. They never stepped foot inside of my home until 09/24/24 therefore they had no way of knowing if my system that was installed when I purchased the home was in working condition or not. Which would mean they fraudulently put the incorrect date on the contract MULTIPLE times. I have video and audio recordings time and date stamped showing proof of this. Ironically, you can even look up ****** maps and view my home and Donnies pickup truck is in front of my home. Im sure we can find out from ****** when this was done. Additionally, I have been in contact with ****** himself and ***** the installer on October 8th through text messages which I still have telling them to come and get their equipment. Therefore there stating I am a thief is one, unprofessional and two, 100% not true. The difference between them and I is they have proof of nothing and I have proof of everything. 
  And I did in fact contact ************ to let them know that the date on the contract was not correct and they fraudulently put a date on the contract prior to them ever being in my home. I told them the same as I told ****** and *****. They can come and get their equipment due to the fact I am not dealing with a company that is untrustworthy and down right frauds. 
  

  

  Business Response

  Date: 10/31/2024

  In this case, the date is completely irrelevant as by the Indiana State Law, the consumer has three business days to cancel.  Regardless of the correct date, ******* ******* has YET to cancel her purchase as of 10/31/24.  The legal terms of canceling are via mail, fax, email, or in person with the written cancelation contraction.   We cannot accept a hateful text message as  legal documentation of the cancelation. 

  Customer Answer

  Date: 10/31/2024

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

  Customer Answer

  Date: 10/31/2024

  The date is actually VERY relevant on the contract, contrary to what Hoosier Water & Air states. They dated that I had until 09/25/24 to cancel my contract in which again is fraudulent considering they never stepped foot into my home until 09/24/24 to which they didnt even know if my existing system was or was not functioning. The contract and installment was not completed or signed until SEPTEMBER 25th 2024! I contacted *****, the installer, after failed attempts to call the business number as well as ************ was unsuccessful at getting in touch with them. I told ***** on Friday September 27th 2024 I wanted to know why the wrong date was on the contract and I wanted the system removed from my home at that time. He stated ****** is the one who typed up the contract and he would need to be the one I spoke too. I also told ***** I read their reviews on BBB website and that had me even more concerned with who I was doing business with. I also wrote a letter to their business address stating I was canceling the contract, which is within the 3 business days. Again, I have recordings of all of this. 
  When ****** FINALLY called me back on October 1st and I told him I had written the letter to cancel my contract and I also contacted ************ stating the date on the contract was incorrect and they stated they would not honor the contract for this reason he was very angry and stated I owed him $4,995 for install?????? I laughed and asked when he was coming to get his system and when would they be returning the system and the functioning water heater they took out of my home. He stated they didnt have it anymore and thats now how this works. I said ok then, take me to court. However, I NEVER refused to not allow them to come and get the system they installed. So I will wait smiling for my day in court!