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:04/10/2023

  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 purchased the Aquafeel unit 5/10/22 due to my homes water having a bad smell. Initially the unit solved the issue.I have had a intermittent issues with the odor returning and service was very quick to respond. The last issue was approximately November of 2022. The odor returned early April 2023, when trying to reach out to Aquafeel, no one answers the phone and the voicemail is full and not excepting messages. I reached out to the sales rep. that sold me the unit and the company she works for is now ******** that originally sold me the unit. ******** has stated they will help resolve this issue, but this is ultimately Aquafeels issue to address.

  

  Business Response

  Date: 04/18/2023

  Good Morning, *******************

  I am sorry to hear you were having some problems getting in contact with our service department. After speaking with them regarding the issues you have been having- they were able to send out a technician to your home on April 14th. The technician reported that he restarted the system and made sure everything was working properly. They also reported that they would be checking back with you in 2 to 3 business days to see if the problem still remains. If you are not satisficed with this latest service, please call our service department at your earliest convenience. 

  Thank You 

  We appreciate your business. 

• Initial Complaint

  Date:04/06/2023

  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.

  They installed a water softener in my home that does not function the way it's supposed to and after many attempts to resolve I've stopped paying for the system. Now the finance company would like to know why im not paying. The company needs to stand by their product and make sure it functions the way it has intended so that I can continue to pay for the machine. They need to replace or figure out why it doesnt work. I have stopped payment since no one from the company cares to address this issue. As I have expressed multiple times to Aquafeel I do not speak spanish and all the employees who are on the field do not seem to speak english and no one who has contacted me can even speak to me because I do not speak spanish. I do not know what to do at this point I have tried all i can do on my end. Even the finace company has gotten involved to try to help resolve and the company does not seem to want to fix my less then 1 year machine that has not functioned from day 1.

  

  Business Response

  Date: 04/12/2023

  Good Afternoon *****************************,
  

  I've had a chance to review your complaint, and I'd like to apologize for the lack of customer service and lack of attention. **************** is an important department here at Aquafeel Solutions. Based on what you've shared with me, I personally have been working on your systems needs from start to finish. Working together with our customer service team we were able to send out a technician on April 10th. Based on the report the technician sent back to the office and the conversation we had with him after your service he assured us there was no issues with the system or water. I have attached the photos the technician took of the test that were performed. If you have any concerns or were not satisfied with this latest service please contact the service department at your earliest convenience. 
  

  Thank you for your business.

  Sincerely,
  ***** Del *****************************

• Initial Complaint

  Date:04/04/2023

  Type:Customer Service 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.

  Dejo constancia de la irresponsabilidad de servicio tcnico, no responde llamadas, no responden por las ******, llevo ms de dos meses tratando de solventar el problema porque el tanque de agua en la cocina nunca se llena, y despus de tantas llamadas y ****** hicieron un chequeo al sistema en video llamada indicando que todo est bien pero no dieron solucin. Extraamente observo que hay una manguera ROJA conectada al desag y nuestro recibo de agua ha aumentado exageradamente desde que instalaron el sistema en la nueva casa. Nadie da respuesta

  I record the irresponsibility of technical service, they do not answer calls, they do not respond to complaints, I have been trying to solve the problem for more than two months because the water tank in the kitchen never fills up, and after so many calls and complaints they made a I check the system in video call indicating that everything is fine but they did not give a solution. Weirdly notice there is a RED hose connected to the drain and our water bill has skyrocketed since they installed the system in the new house. no one answers

  

  Business Response

  Date: 04/06/2023

  Good Morning *************************,
  I've had a chance to review your complaint, and I'd like to apologize for the lack of customer service. **************** is an important department here at Aquafeel Solutions and annual services/maintenance aren't taken lightly.
  Based on what you've shared with me, I have spoken with our service department and have been pleased to learn we were successfully able to speak with you and make an appointment for a technician to come to your home. My record shows a technician was able to make a visit on April 4th, as well as doing a full maintenance check and replacing some old filters. If this is incorrect or you are not pleased with your most recent service visit please contact our service department at your earliest convenience. 

  We appreciate your business. 

  Thank You

• Initial Complaint

  Date:03/12/2023

  Type:Product 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.

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

  

  Business Response

  Date: 03/16/2023

  Goof Afternoon **** **********, 

  I am sorry to hear about the issues you have been having with your system. Customer service is very important to us and we are working day by day to improve this department to better serve our customers. I was investigating your case and did see you called to report these issues on March 7th .I also see that a technician went to your home on March 14th and completed a service. The technician reported that he switched out the chlorine tank, the carbon filters and did a chlorine shock to take care of the odor. If this is not correct or if you are not satisfied with this most recent service please contact our service department. 

  We appreciate your business

  Sincerely, 

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

• Initial Complaint

  Date:02/27/2023

  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.

  We have been trying to reach someone at the company for a couple of months. Our existing water filter system is giving us a message that it needs service and we were also supposed to have someone come out every three years to replace the filter under our sink. It is over years overdue. Message will not go through for contact on the website or on social media site. Phone calls are put on hold repeatedly, hung up on, mailbox is full, or we don't get any answer at all. We paid a lot for this system and are happy with it but not customer service. We need help getting some service!

  

  Business Response

  Date: 03/07/2023

  Good Afternoon ***** ******,
  I've had a chance to review your complaint, and I'd like to apologize for the lack of customer service. Customer Service is an important department here at Aquafeel Solutions and annual services/maintenance aren't taken lightly.
  Based on what you've shared with me, I personally will be working on your systems needs from start to finish. I have tried to contact you by the number provided and have not been able to reach you. So we can further assist you and send out a technician as soon as possible please respond to the voicemail I left you at your earliest convenience. In the meantime, I've shared your feedback with our customer service department and we're making sure to check all past messages to make room for more potential calls.

  
  Thanks again for trusting us with your business.

  Sincerely,
  ***** *** ***** *********

• Initial Complaint

  Date:02/17/2023

  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.

  System is not working properly since January 2023, I call the company several times always same answer "the technitian will be there soon" never show. Water have low pressure in the house, all toilets are stained like red metal, bathroom sinks are stained like lime, ice taste like metal, water the same, and all my family have extreme dry scalp and skin. I am 64 years old and I am a cancer survivor so I bought this system as a water "solution" but instead the system is damaging my family. First day I called they told me "don't worry you have 25 years of warranty", I do nothing with any warranty if these company never shows to response. I do not trust Aquafeel Solutions because I think is dangerous for me and my family health. I already tried everything, email, phone calls, instagram, web page but they don't care at all.

  

  Business Response

  Date: 03/08/2023

  Good Morning **** **********, 

  I am sorry to hear you have been having problems with your system for quite some time. Making sure our customers are happy and have safe consumable water is one of our top priorities. As I was investigating your case with our service department we did find a service call was placed in mid-January of this year, as well as a visit was scheduled with a technician on February 18th. On the 18th the technician who visited your home let us know that the issues you were having were not able to be fixed on-site and that he would be returning to your home a few weeks later to swap out the entire system and also add a secondary carbon tank. Our books show that the swap was made to your satisfaction (please see the picture of the new tanks attached) and there were no further problems reported. If this is not correct and you are still having problems with the new system that was installed, please feel free to contact our service department. 

  We appreciate your business

  Sincerely, 

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