Water Treatment Equipment
Leaf Home Water Solutions, LLC.Headquarters
Complaints
This profile includes complaints for Leaf Home Water Solutions, LLC.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 397 total complaints in the last 3 years.
- 173 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:05/15/2025
Type: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.
This company installed my water softener system in 2022 approximately. Lately for the past few months the water has been coming out tasting salty and is cloudy. A female walked me through a system reset over the phone a few weeks ago and it seemed to help temporarily. Today. 5 days earlier than my scheduled appointment on may 20th an employee named ***** shows up totally un announced and charges me 125 dollars which I paid by check for my yearly system inspection. This is not a free service. I pay for it. He was there for 10 minutes maybe and really didn’t do anything but collect the money. I requested he taste the water to make sure it wasn’t salty or at least test it to see if it was salty and safe to drink and bathe in. He refused all my requests. What am I paying for? This is unacceptable. I want the system rechecked and tested. I don’t want to get sick and neither does my wife. Do your job
Business Response
Date: 05/16/2025
Service fees are applicable per contractCustomer Answer
Date: 05/16/2025
I am rejecting this response because:
I paid the service fee of 125 dollars as per contract. If the water still tastes salty fix it. That’s why I get an inspection once a year. I’m not gonna pay them twice. PeriodBusiness Response
Date: 05/19/2025
Services fees are applicable per contract and warranty.Customer Answer
Date: 05/19/2025
I am rejecting this response because: I paid 125 dollars inspection fee where I told the tech about the salty taste of the water. He refused to test or taste it. So what did I pay for? For him to just look in the brine tank? Close the lid and leave? I paid that service fee and now they want more money? I don’t get it. The tanks have a lifetime warranty. We are still getting a slightly salty taste and need it fixed. We drink and bathe in that water and we need it checked out. I’m not going to pay you twiceCustomer Answer
Date: 06/03/2025
Well obviously I disagree with that and the attorney general isn’t gonna get involved in a small case like this. He didn’t change anything or adjust any settings. He was here 10 minutes. Make sure if your gonna close it you close it as “customer not satisfied with response from business “ and post it under their bbb file.Initial Complaint
Date:05/13/2025
Type: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.
Withdrew from a contract within the stated period allowed by NC laws and stated in the contract cancellation terms, and have net received a refund as requested on multiple occasions by e-mail and calling customer support. I have been promised actions on multiple occasions but have not received a refund or even any communications from the company responding to my request. i canceled my contract on Feb 25, 2025 in accordance with all stated requirements.Business Response
Date: 05/21/2025
This matter has been resolvedInitial Complaint
Date:05/08/2025
Type: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.
On 1/13/2025 we had a water system installed by leaf home water solutions, we paid with a check the amount of $5,462.00.
A month later the system stopped working, I called them and they said they would send someone. 2 weeks later someone came and took a water sample, we didn't hear anything after that. I started calling again, no one would call back. I started sending emails. I got no replies. I sent emails on 3/30,3/31,4/1,4/7,4/9,4/11,4/14,4/16 and several phone calls in between. We asked them to remove the system and reimburse our payment, because we have not received what we paid for, and the service is unbelievably bad. The regional manager for the ***** area agreed on 4/14 the one and only time I have talked to him, he has not answer his phone or called me back since then. We still have the none working system and no money or communication from the company.
Today I called again and I asked them again to please remove the system and reimburse our money. This time I informed them that I was recording the call for my records.Business Response
Date: 05/21/2025
This matter is resolved in its entiretyCustomer Answer
Date: 05/29/2025
I am rejecting this response because: they came and removed the system from my home on 5/21 and told me they had mailed me a check with a full refund, I have not received the check as of today 5/29.Business Response
Date: 05/30/2025
Complete resolution can take up to 10 business daysCustomer Answer
Date: 06/07/2025
I am rejecting this response because:
I have not received the refund as of this date of 6/7/2025 and that is 13 business days from the day they removed the system from my home. It took them month to respond to me, I will not accept their response until I have my money back.Thank you
******** *******
Business Response
Date: 06/18/2025
Customer received requested docs on 6/13/25.Customer Answer
Date: 06/25/2025
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.Initial Complaint
Date:05/08/2025
Type: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 got the Leaf water filter solutions system in Oct 2024. The installation was a mess as the installer flooded my basement. And there is no telling if the system is cleaning the water. While placing the order, I asked the salesperson to come and retest the water after installation to ensure it's working. He never showed. Initially, the water was clean, but then the taste of the water and color started changing. I called for service in April. A service person (******) came on 4/21. He spent several hours but could not figure out the problem. He also (AGAIN) created a mini flood in my basement. In the end, he left, telling me that he had sent test results to the office, Someone would analyze them and reach out to me within a day with more instructions. But no one called me. I followed up on 4/23, and he responded that it would take a few days and that he was waiting for the information. On 4/25, I followed up again and requested a timeline. But no response. Then I called the service department, and they assured me someone would call me the next day. It never happened. I again called them on 4/29. After this, ****** told me they were still working on it and that his manager would call me today. Again, no one called me. I again texted ******, but he completely stopped responding to me. I called the service department on 5/3 and asked about the process for submitting a formal complaint, but obviously, they don't have a process. That day, ****** ******** called me, saying he is the regional head and will call me back on Monday with updates. He also gave me his cell number. When I called him on Monday, he said he would talk to their expert the next day. And now he is not answering my calls and has given me no information. The fact that they are keeping everything so secret tells me that there are major flaws in their system, and they have exposed me and my family to infected water. We have been losing hair, our stomachs are always upset, and we have skin issues.Business Response
Date: 05/21/2025
Leaf Home Water is willing and able to service; however, customer has refused all service. Customer's request for refund/removal is premature and unwarranted. We ask customer to call our service department if they change their mind and would like to schedule serviceCustomer Answer
Date: 05/22/2025
I am rejecting this response because: Leaf failed to provide a safe filtration system, and on top of that, their service was very disappointing.For a month, they never communicated with me about the issue, and now (after my complaint), they want to come and service. They still don't know what the issue is and want to experiment by changing some parts. I am already very upset that my family was exposed to contaminated water because I trusted Leaf. I can not take that risk anymore. Therefore, I demand the removal of the system from my house and a full refund.Business Response
Date: 05/23/2025
Leaf Home water maintains that we are willing to service. Customer has refused all service. Leaf Home Water has deemed customer's request to be unwarranted and prematureCustomer Answer
Date: 05/27/2025
I am rejecting this response because: You keep saying that you want to service but what do you want to fix? The fact that you cannot explain the issue and what my family was exposed to is the reason I am not agreeing to the service. I requested all test results and findings of your apparent month long investigation. I have not received any of that. As I mentioned before, Leaf failed to provide a safe filtration system and acceptable service. On those grounds I am requesting full refund.Business Response
Date: 06/11/2025
[[BBB TRANSCRIPTION VIA EMAIL FROM THE BUSINESS 6/11/2025]]
As stated, we know there are serviceable issues. We would like to retest to confirm our previous tests.
Initial Complaint
Date:05/06/2025
Type: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 had a woman, sent by Leaf Home Water Solutions, come out and test our well water to see if we needed a water system. I wasn’t initially present, my wife gave her a water test done by a reputable company that did not test for nitrates and nitrites (because it’s exceptionally rare in my specific area). The Leaf Home specialist changed some numbers marginally (some change is expected) but for nitrites, she put 19ppm. The EPA standard is 1ppm. This puts children, especially infants, at risk of something that causes a lack of oxygen due to the way nitrogen interacts with the blood. I’ve had three formula raised babies in this house since 2019, without issue. Obviously a red flag. I told her we’d get back to her after she tries to sell us a $12,000 system. We call the county, they said they could test it but the specialist said it would be *incredibly rare* because we’re one of two houses on the side of a mountain. He said he could, but wouldn’t advise it as it’s not part of their free test. We called the reputable company back out to test for that specifically. 0ppm for nitrites/nitrates.
When I informed the Leaf Home person that I would be contacting the county to test, she said “Well they can’t fix it, so a water filter is your best bet”. She also dressed like a stripper and cussed the entire time.
This was a he’d hit on my credit as they checked for a payment plan.Business Response
Date: 05/13/2025
Leaf Home Water does not fix credit reports. We thank you for bringing other issues to our attention. These have been addressed.Initial Complaint
Date:05/06/2025
Type: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 received terrible customer service and the installer was completely clueless on how to do the job correctly. My husband is a certified inspector in a very closely related industry whos knows code books well. To get a second opinion we also FaceTimed our friend whos a professional plumber to verify. The installer went from 1 pvc to 3/4 back to 1 into our house when installing the bypass system. The systems clearly plumbed for 1 ID pipe.The installer said it was the same but he failed to understand the difference between outer dimension (OD) and inner dimension (ID). Thus, now our water pressure is noticeably reduced. To make matters worse, our bypass was also hooked up (3 feet of pvc he cut out) right at our cut off valve going back to our pressure tank making it not possible to hook back into the 1 without running our well bladder dry and possibly burning out our pump, or having to cut it off and re-prime Ect He said we could run it out and cut it and it would be fine. That he does it all the time. He clearly knows nothing about how different ***** work and is out there installing these systems potentially causing 1000s of dollars in damage every day. Our water flow is now worse then before we got the new system. We had the system installed literally the day after it was sold to us and when we called customer service we were told no one was available to come out for 3 weeks. They also tried to send the installer who was cursing on the phone, unprofessional and untrained back out. This was a terrible experience thats not over we greatly regret going with leaf filter and would advise against using them.Business Response
Date: 05/20/2025
Service was completed on 5/16/25.Initial Complaint
Date:05/01/2025
Type: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.
Leaf Home Water Solutions of ********* ** - the system was supposed to help my water taste better and it doesn’t taste any better. They are not responding to calls any longer. The system was installed in January and no resolution yet.Business Response
Date: 05/08/2025
Customer purchased and received a Softnener Taste and Odor Combo system. Inspection shows system was installed and is working within manufacturer's specifications. Customer was offered a resolution for their other issues for customer satisfaction; however, customer declined the offer. This matter is resolved.Customer Answer
Date: 05/13/2025
I am rejecting this response because:
The company's response was to offer to install a Reverse Osmosis system at cost. The regional director, ******* *****, claimed that his salesman, ******, had no idea that I had a salt well when he sold me the water filtration system therefore the company is not liable for selling me a system that would NEVER be able to improve the salty taste of my water without the addition of the RO system. However, when ****** came to my home, he DID taste the water when he was testing my water at my faucet. He knew that my water was salty to begin with. He said the Leaf system would make my water taste like bottled water. The current system I have does not make my water taste like bottled water. The company claims that my system is working, but I have had two separate water companies come out to test my water and they disagree that the Leaf system is filtering my water like it should and both agree that my water tastes terrible.So, now I have a system that was installed wrong and we didn't know that until I called for a person to come out a month later and someone else supposedly fixed the install. The system partially removes some of the items they claim (pre and post test numbers are very similar so they are not indicating the system is making big changes in removing what it is claiming). The company has poor communication and only replies when the complaint gets escalated. And my water still tastes terribly salty.
They need to understand they sold me a system for $3500 that does not do what their salesman said it would do. The right thing to do is to refund my money and remove the system. Without paying more money for their Reverse Osmosis system, my water will never taste the way the salesman said it should after the Leaf system was installed. I do not have great tasting water like their main ads and salesman claimed I would. I should not have to pay for their mistake and still have to buy my drinking water.
Business Response
Date: 05/14/2025
System we sold is working as intended. This matter is resolvedCustomer Answer
Date: 05/14/2025
I am rejecting this response because:The system is not working as it was intended. It was supposed to give me great tasting water and it is not. They are telling me to buy another part of their system to improve my water taste. I did not buy the system to just soften my water. I bought it to give me drinkable water that tasted better than my well water.Initial Complaint
Date:05/01/2025
Type: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 filtration system April 6 2023. Been in contact with the company for over two years. They recognized they sold me the wrong system. Said they would replace it. Then stop answering and dodging calls. I have calls and text to support everything.Business Response
Date: 05/08/2025
Service is scheduled for 5/13/25 with arrival between 9 am and 11 amCustomer Answer
Date: 05/13/2025
I am rejecting this response because:
They are here on site currently. But this has been done a few times before with out resolution. I’d rather keep this open until a solution is come up with.Initial Complaint
Date:05/01/2025
Type: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.
Had leaf water solutions put a new whole house system in still have high iron in the water they came out to service I was told they installed the wrong system and they would replace it free of charge a week later another tech came out to double check the test results I was told they were meeting that day at1 to resolve issue and they would call me that day to let me know the outcome never received a call I called them the next day customer service told me they would email the *************** and I would here back in 24hrs again no call I called again I was told again they emailed and I would here back within 24hrs no call again I called again asked for manager I was told the manager would call me by end of business day still have not received call paid well over $3000 for a new system and can not drink water or was clothing been having to buy water for several weeks now please help resolveBusiness Response
Date: 05/14/2025
We have reached resolution with the customerInitial Complaint
Date:05/01/2025
Type: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.
Dear Representative,
I am writing to express my deep frustration regarding an ongoing issue with a water system purchased from Leaf Home Water Solutions over 18 months ago. This equipment was a significant investment and has consistently failed to perform as promised—specifically, it has not resolved water quality or odor issues as advertised.
Despite numerous attempts to get in touch with the appropriate department via phone, email, and this forum, I have yet to receive a meaningful response. It is extremely disappointing that no direct contact information has been provided to address customer concerns properly.
Based on my research, it appears that responses are often limited to public comments to give the appearance of engagement, without actual follow-up or resolution. I hope this message will finally prompt real action.
Please contact me directly at ******************** to address this issue. I would appreciate a timely and thorough response.
Sincerely,Business Response
Date: 05/09/2025
Our annual inspection on 1/30/25 determined our system that was purchased and installed is working as intended; however, we found new conditional changes in the well. As explained in Section E of the contract, well water conditions can and often change seasonally, and customer is responsible for the purchase of any additional equipment that may be necessary. We reiterated that information and offered a system for the new conditions. Customer has declined the offer. We have deemed customer's request to be unwarranted.
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