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:05/19/2025

  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.

  I purchased this system in 2020. At the time my system was purchased I was told about having my filters changed every two years, and that at the end of five years they would replace the entire system. For the better part of a year, I have been trying to schedule someone to come out and take a look at my system as I was concerned about it not working properly. The salt level in the tank is not diminishing as it would when working properly and I also needed to have my filters changed. After scheduling two appointments and having no one show up or call, a third appointment was scheduled, again didn't hear from anyone or see anyone but was told that someone showed up at my home after 8:00 pm by a text message. I am beyond frustrated with the terrible customer service and at this point would say they are in breach of the contract as they have not provided the services described in the contract to ensure the system is working as intended. Today I call to try yet again to make an appointment, and I'm told the fee will be $285.00, and there is a 24 hour cancellation policy that I will be charged $99.00 if I fail to cancel. I replied they should be crediting me that fee for the last three times where I sat here all day and no one showed up. The person who answered the phone did seem remotely concerned about the frustration or inconvenience they have caused, or if the system is working properly or not.

  Business Response

  Date: 05/27/2025

  Tell us why here...Dear Kimberly Deems,
  Thank you again for bringing your concerns to our attention. First and foremost, I want to sincerely apologize for the frustration and inconvenience you’ve experienced. We fully understand how important it is for your system to operate as intended, and for service appointments to be handled with the professionalism and reliability you rightly expect.
  What you described does not reflect the level of service we strive to provide, and I’m truly sorry for the missed appointments and lack of communication that caused this situation to escalate. After reviewing your account and recent service history, I’d like to provide an update and offer some clarity:
  On May 28, 2025, our technician visited your property, completed the scheduled service, and successfully replaced the filters. During that visit, it was also noted that there are renters residing in the home. We understand from our conversation with you that you were comfortable with us proceeding with service through your tenants.
  Since then, we have made two additional attempts to service the system. On both occasions, our technician rang the doorbell and waited, but unfortunately, no one answered. As a result, we were unable to complete the visits. We recognize how frustrating it can be to deal with scheduling issues, especially when you are making a good-faith effort to maintain your system.

  Customer Answer

  Date: 05/28/2025

   
  
  Complaint: 23350724
  
  
  
  I am rejecting this response because:

   

  You are referring to 2023 when tenants were in the house. Filters were changed at that time.
  My complaint is based strictly on appointments scheduled in 2024 where I personally stayed home two entire days and no one showed up and no calls were received.  The third appointment I was told someone would be there by 4:00 pm. When I did not receive a call and no one showed up by that time I went on about my evening.  Your response while apologetic did not resolve or comfort my frustration. You are quick to charge tif the customer doesn’t cancel early but do not compensate the customer when you fail to have the same courtesy. 
  

  again the tech was fabulous. Luckily he is the person the customers are dealing with face to face. Kydos to him. 
  
  
  
  Sincerely,
  
  
  
  Kimberley Deems

  Business Response

  Date: 06/19/2025

  You are absolutely right to expect timely communication and reliability from us. Missing scheduled appointments without any notice or follow-up is not the level of service we aim to provide, and I want to acknowledge the disruption and frustration that caused you. While I’m grateful to hear our technician provided excellent service during the visit—thank you for recognizing his efforts—I fully understand that the earlier issues left a negative impact.
  We are actively reviewing our scheduling and communication process to ensure this kind of lapse does not happen again. As a gesture of goodwill, and in recognition of the inconvenience you experienced, we would like to offer you one free filter change during the next year. We hope this small gesture reflects our commitment to making things right and regaining your trust.
  Thank you again for your honest feedback and for allowing us the opportunity to improve. If there is anything more I can do to assist or support you, please don’t hesitate to reach out directly.

  Customer Answer

  Date: 06/24/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23350724, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Kimberley Deems

• Initial Complaint

  Date:06/06/2023

  Type:Billing 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.

  I purchased an under the sink water filtration system from Ocean Pacific at the time of purchase in August 2020 the rep explains that itll be $150 to change filters every 2 years. I call beginning of 2023 to inquire about changing filters, ** told the price is now $200, I say okay and schedule the appointment for the next day. Next day no more shows up but I receive a voicemail saying the tech was unable to show up and that I would need to call to reschedule. I call to reschedule and all of a sudden the price is $250 and she claims the price increase from $150 to $250 is due to inflation. 75% inflation is the explanation. I would just like my filters swapped at the price that i was told theyd be swapped when I purchased the system or at the very least the price i was given when i called the first time and had no one show up. My experience with this company has been poor from the beginning. When you call it sounds like a random person at home answering the phone, completely unprofessional.

  Business Response

  Date: 06/06/2023

  Hello,

  We just spoke with the client and came up with agreement to honor the first price that was given. Client will have the filter change done on 6/7/2023 and with that agreement client was satisfied and made whole.

  Thank you 

  Customer Answer

  Date: 06/11/2023

   
  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: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 a water softener and I call the company telling them there was a power outage. I told them if that happens dies this change the oem program. She told me that all I need to do is unplug the unit and it will reset. I also told her that the unit was leaking out of the drain. She informed me this in normal unless it's all the time. Well the unit is leaking constantly. I called She told me they will send a technician out, but thier is a 245 dollar service fee. I told her why if the unit is still under warranty. She continues to tell me that's the cost to send the technician even though the system is under Warranty? I feel like they are robbing people how van the unit be under warranty and parts but you still have to pay for service.

  Business Response

  Date: 04/26/2023

  Hello ****,

  I have made several attempts to contact you so that we can resolve the issue. I am willing to waive your service fee to make sure we can fix your equipment. Please give me at ************* and we can get this resolved quickly.

  Thank you 

  Office Manager 

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

• Initial Complaint

  Date:07/26/2022

  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.

  Approximately three years ago, I was sold a water softening system by Ocean Pacific Water Systems. I had their people install the equipment, and all was mostly well until recently.
  
  On returning from our vacation on July 18th, my wife called me into the bathroom to observe the discoloration of the water. After a quick ****** search and some basic troubleshooting, I determined that it was either rust in the plumbing of my house or the water heater itself. I called a plumber and he clarified that it was the heater, and that it was likely that I had salt in the heater. I called another plumber out while I was looking into replacing the system. They removed the anode to investigate. The anode had completely disintegrated and they informed me that I had salt in the tank, and there was excessive corrosion in the tank resulting directly from the water softening system. I called Ocean Pacific Water Systems to schedule a technician to come investigate.
  
  When the technician arrived, he immediately called his supervisor. The supervisor immediately began telling me that there was no salt in the system. I argued that he couldn't possible know that as the tech just walked through the door and he wasn't even there. I got into an escalating argument with the supervisor where he told me that it wasn't possible, despite what the plumbers told me. He lied and told me that salt in my plumbing wouldn't hurt anything, and would actually clean my system. He then threatened and tried to bully me by saying that if he sends someone out to test the water and there wasn't salt in the system then I would owe him $10,000. He continued to be hostile and threatening until I demanded the tech end the connection.
  
  After complaining to the supervision, I was informed that the quote I had to replace my system had too little information, and they would not be taking any further action. Despite having yet to test the water, no attempt to compensate will be made, and no disciplinary action has occurred

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/07/29) */
  We spoke with client and had a technician go out to fix the issue. After assessing the situation we concluded that the clients water heater was going out. As far a refund he has passed *** cancelation, due to having the system for three years. We also had our manufacture check the quote that was given to the client and they also agreed that our system is working fine and it was just an old water heater that needs to be replaced.
  
  
  Consumer Response /* (3000, 7, 2022/08/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Firstly, the initial complaint was not fixed. The plumber I had onsite inspected the interior of the water heater and told me in definite terms that the damage was due to salt in my system. The technician that came to my house representing Ocean Pacific was not equipped to adequately test for salt in the system and made that information known to me. After the hostile interaction with his supervisor, he was directed to taste the water for salt by mouth. I acknowledged only that there was no discernable salt in the tap water to taste. I explicitly and repeatedly stated, "I am not a salination detector. I cannot taste the salt, but to use this as an argument against any salt in the system is insufficient. A technician with the proper testing equipment still needs to come and perform a salination test on the system." To date, no technician has tested the system, and no attempt to schedule a test of the system has been made.
  
  Secondly, the plumbers I had on site provided me with a quote. I provided this quote at the request of the Ocean Pacific representative. After waiting a week, I made multiple attempts to reach the Ocean Pacific rep, but was ignored. I had to threaten further action, before they were willing to speak to me again. I had to send the quote again and wait again for a response. When they did respond, it was explained to me that the water heater was old and they didn't understand the quote and therefore, they would not be taking further actions toward resolution. However, this again is a refusal to acknowledge that even the possibility of failure exists. Ocean Pacific is stating that an installation quote for new equipment that they don't understand or is unclear, is somehow evidence of the performance or non-performance of the equipment that was in place. Not only is my new system susceptible to accelerated degradation resulting from a potentially malfunctioning system, but it is currently damaging the other plumbing and appliances in my house if the water is indeed salinated, as the plumber said it was.
  
  Third, when the technician arrived, he immediately called his supervisor. The supervisor told me that I was wrong and it wasn't his system. We argued for several minutes that he couldn't possibly be able to tell me definitively one way or the other from the other side of the phone and before performing any inspection or testing. After he raised his voice and began to berate me, he began his lying, threatening, and intimidation campaign. He contended that only 1 in 10,000 units failed, therefore, it was not possible for my unit to fail. He argued that salt was not corrosive, and lied and told me that salt in my plumbing was actually a good thing and that it would actually clean my system. When these attempts failed, he told me that he would only send a technician to test the water for salinity if I accepted the condition that I would owe him $10,000 if no salt was found in the system when tested. He continually interrupted me throughout this process and the only reason this did not continue as described is that I demanded the technician on site remove me from speaker phone despite the contention of his direct supervisor. When on the phone discussion for the refusal to take any actions toward resolution, I asked about the other half of the problem at hand. The response was that of confusion. When challenged, she quickly contended that the way I was addressed was going to be handled internally.
  
  In conclusion, no meaningful efforts were made to establish condition, clarify data, or negotiate any form of restitution. The response provided by Ocean Pacific is exceptionally vague and it provides no actual actions items that were completed on their end in attempt to provide reasonable service. They are also trying to use irrelevant and unrelated information to support a narrative that detracts from the main issues at hand. I demand that Ocean Pacific perform the requisite testing to determine adequate functionality of their equipment. This in support of the ten year warranty of their equipment, of which, I am only three years into. I demand that I am compensated for damages for any attached system should the equipment found to be malfunctioning. I also demand that I be compensated for the refusal to cooperate, perform meaningful inspection and analysis, as well as the hostile manner in which I was treated by a representative of the company and the time and effort it has taken to combat the company and address this issue.
  
  
  
  Business Response /* (4000, 9, 2022/08/05) */
  We have tried to help this client with this matter but after doing the assessment the client has a water heater that needs to be replaced and has nothing to do with the water system. Like I previously mentioned he can not return the system after using it for three years.