Complaints

This profile includes complaints for Leaf Home Water Solutions, LLC.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Leaf Home Water Solutions, LLC. has 46 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Leaf Home Water Solutions, LLC.

  1595 Georgetown Rd Hudson, OH 44236

  
• 

  Leaf Home Water Solutions, LLC

  400 Lazelle Rd, Units 1-3 Columbus, OH 43240

  
• 

  Leaf Home Water Solutions, LLC

  15159 Technology Dr Eden Prairie, MN 55344-2273

  
• 

  Leaf Home Water Solutions, LLC

  4418 Eagle Falls Pl Tampa, FL 33619-9620

  
• 

  Leaf Home Water Solutions, LLC

  317 Northlake Blvd STE 1008 Altamonte Springs, FL 32701-5263

  

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:06/14/2023

  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.

  Date of Transaction: 11/16/2022 The amount of money paid: $7,837.Installation of the system occurred on 11/17/2022. The units (2) 4 feet tall tanks were buried in front of my townhouse as per the *** rules. The system was a lot larger than expected, the unit stuck out of the ground a lot, and the ** light was large with pipes and screws all along the wall of my home. None of these items were explained to me on how my front yard was going to be impacted. On December 13,2022, we woke up to a leaking system that flooded my front yard and impacted the electrical breaker on the side of the house nearest to the front yard. The flooding tripped the breaker. This situation happened approximately 3 more times after this initial situation. After a few weeks, all the shrubs in front of my home started to die, including those of my next-door neighbor. I began receiving complaints from my neighbors and my *** regarding the dead shrubs. At this point, I requested the unit be removed because it killed the landscaping due to the saline water being put in the ground every week. I was told it is not that easy to take out a unit or receive a refund and that the only one who can make that decision is the operations manager, **** who has yet to call me. Today 6/14/2022, the original installer ****** came and removed the unit and put it in my back porch and told me that they dont think I will be refunded. I have yet to speak to anyone who can make this decision. I am looking for this company to refund me the money I paid for this unit that did not meet my needs and whose place is not to be installed in a town home, rather a larger stand-alone house. I am also wanting them to replace the dead landscaping from the units damaging my property.

  

  Business Response

  Date: 06/29/2023

  Leaf Home Water and the customer have reached an agreement. Working with the customer to have the system reinstalled per the customers HOA guidelines. Local is working with customer to schedule service. 

  Customer Answer

  Date: 07/05/2023

   I am rejecting this response because:
  
  I am not comfortable with Leaf Homes trying to re-install a system in a location where it will not work. They are not considering AT ALL the request for a refund as this unit does not work in my town home. I am pretty much being told I have to keep the unit and that all they can do is trying to reinstall in deeper in the ground in the same location, which does not guarantee that the same issue won't happen again. The ************ I was given was reinstall or we will remove but you still have to pay for it either way. How does that make for good business?

  

  Business Response

  Date: 07/12/2023

  UV light was ordered as discussed with customer. Once received we will contact customer to schedule. Regional Service Manager reached out to customer and furthered explained the service plan moving forward and Leaf Home Water and customer are in agreeance. 

• Initial Complaint

  Date:06/06/2023

  Type:Sales and Advertising 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 was never installed properly. The electrical cord for the ** light is still bundled. They borrowed extension cords for which I thought was to use power tools. They hooked the system minus the ** light to the extension cords and string them to the complete opposite side of my house. I cannot get anyone to return my phone calls. I didnt even find out it wasnt properly installed until 3 months had passed. I found out when the electrician came to install a proper power source near the system.

  

  Business Response

  Date: 06/12/2023

  Services were completed on 6/12.

• Initial Complaint

  Date:06/04/2023

  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 a Leaf Home Water Solutions system on May 18, 2023 with the assurance that the tanks would be buried underground as my HOA does not allow tanks outside of my fenced area. I was told that they would only extend 12” on the top of the ground and shown a picture of this. When I returned home they were not buried at all and I was later told that was due to piping from a downspout next to my home. The installer never told us that he could not complete the job as promised as that would have been unacceptable. I was also given assurances by my salesperson that this system is virtually maintenance free as I emphasized to her that this was of utmost importance to us. When we were given the guide after installation this is not the case at all and it requires weekly checkups for salt levels. I called immediately to complain and spoke w three different employees and requested that this system be removed. None could tell me how to get this done and now none will answer phone calls. I was told to write a letter which I did and sent certified mail. No response from company. I want this system removed and my account credited.

  

  Business Response

  Date: 06/07/2023

  The Leaf Home Water system is installed per the agreed upon
  contract and is working as intended. The system was buried 12” down and the top
  of the valve controller is even with the top of the fence, out of view from the
  road. Leaf Home Water representation did offer to come out and inspect;
  however, the customer refused to allow us to complete an inspection or make any
  adjustments to the system. We have requested the HOA property rules from the customer,
  and it has not been provided. We offered to have someone come out and see if
  there are any other options to relocate the tanks or go deeper, and the customer
  refused. Leaf Home Water is willing and able to service/inspect per the
  warranty and contractual obligations to the customer. The customer’s request
  for removal and refund has been deemed premature and unwarranted as the
  customer is refusing to allow us to inspect/ service the product. This matter
  is resolved.

  Customer Answer

  Date: 06/07/2023

   I am rejecting this response because:

  There are many misstatements in this response. I have never refused a representative to come to my home to view the tanks. The tanks were supposed to be buried so only 12” showed outside of my fence line. This was assured to me by the salesperson as my HOA does not allow exposed tanks. The fact that they cannot be seen from the street is not acceptable and not allowed by my HOA. They have never ask for my HOA rules.They can be seen by my neighbors and me and they are unsightly. The tanks were installed above ground outside of my fenced enclosure. They stand approximately 4’ tall when they were only supposed to be 12” above ground. I was never told by the installer that he could not bury the tanks as promised. I was also assured that this system only needs salt added 2-3 times per year as I was very definite w salesperson that we did not have to maintain it. This is not the case as their manual says it has to be inspected monthly. 
  

  I am stunned at their response as there are outright lies as to what I was told at the time of purchase.
  I called the company immediately to address this issue and they now refuse to answer my calls. I ask what I had to do to have this system removed and was told to write a letter which I did and sent by certified mail. There has been no response to date. I want this system removed immediately and a credit to my account. 
  
  
  

  
  

  

  Business Response

  Date: 06/13/2023

  Customer did not
  provide copy of HOA rules at the time of install. Additionally, the customer also signed the COC accepting the installation. The sales manager and the
  installation manger went to customers home on 6/11/23. We offered to move the
  system inside the fence, to attempt to bury the tank deeper, and also offered a credit for customer satisfaction. We assured her that we are willing to do
  whatever it takes to make her happy with the installation. Customer declined
  all solutions offered.  Leaf Home Water has found the customer's request for removal and refund to be unwarranted. Leaf Home Water requests customer reconsider solutions offered.

  Customer Answer

  Date: 06/13/2023

   I am rejecting this response because:
  
  
  This company did not ask for my HOA rules until last week and I sent it to them within one day. They had earlier made an allegation that I had not sent the rules after being ask or that I would not let a representative on my property. That was totally untrue as I stated before. After meeting w their representatives on June 10 and listening to their possible solutions, I informed them that these were unacceptable due to the promises that were made to me when I purchased this system. My saleswoman assured me that the tanks would only be 12” high. The tanks are sitting outside of my fence and stand approximately 4’ high. We looked at an installation inside my fence but the tanks would be 2 1/2’ over my fence. I cannot stress enough that this is unacceptable to my HOA and I will be fined each day the tanks remain. The credit they offered me is unacceptable because the tanks cannot be relocated to the satisfaction of my HOA. 
  

  I can only state that this company did not perform as they verbally told me they would. I believe that their employees ***** ***** *** *** confirmed this when I immediately called at the time of the installation. They know what was promised to me and I believe they know that I am telling the truth. I have never misrepresented my position. I will repeat that the installer never came to our door and said that he could not install as I was promised. If he had done that, we would not be in this position. 
  

  I am requesting a full refund and immediate removal of these tanks. 

   

   

  
  

  Customer Answer

  Date: 03/26/2024

  The consumer got the matter resolved.  After many months of complaining and threatening court action, the business finally refunded her money.  So all is good.

• Initial Complaint

  Date:05/25/2023

  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.

  Had a whole home salt water softener system installed and a reverse osmosis system on the kitchen sink only. They told us we would get 2-3 gallons of water from the reverse osmosis system before it had to refill, haven't been able to get a half gallon yet. We reached out to them and had them come out and check the system, technician said it should work now after bleeding some air from the system. Still isn't working. We called to have them take out the reverse osmosis system and they said they didn't know if they could do that before putting our complaint through to their escalation team. Said we'd hear back from them before Friday, still nothing. I called them today and the guy I spoke to (***) was rude as heck. Said he'll call me tomorrow. I want it removed with a refund for that portion of the system.

  Customer Answer

  Date: 06/21/2023

  [BBB transcription via phone call]

   

  Consumer stated the contract holder is his wife. 

  

  Business Response

  Date: 06/28/2023

  Leaf Home Water has discussed resolution with the customer. We are currently waiting on the materials for service set to arrive on 7/20. Once the material has arrived we will contact the customer to schedule service

• Initial Complaint

  Date:05/18/2023

  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 had a Leaf Home and Water Solutions system put in Feb 2023. I have had continuous issues with it since it was put in. My water is still cloudy and it still smells.I have had numerous technicians out to fix the issue almost WEEKLY. The first technician told me give it a WEEK before the issue would be resolved. I gave it a week. STILL THE SAME ISSUES. I call back get another tech out. Give it ***** hours STILL THE SAME ISSUE. Called again another tech, give it 24 hours Same cycle since FEBRUARY. Every time a tech comes out they say oh Im sorry the last tech didnt turn this on didnt turn that on, your water wasnt going through the rinse cycle now it is, the last tech only set your rinse cycle for 10 minutes let me change it to 20 minutes STILL THE SAME ISSUE. I had the same tech come out THREE TIMES. Each time he tells me something wasnt fixed on the last visit and he fixed it this time. Do you think he fixed it the last time? Nope! They told me I need to replace a piece in my water heater to fix the issue. Guess what?? ITS NOT JUST MY HOT WATER ITS MY COLD WATER TOO! I keep telling them this, they keep telling me they fixed it. I have requested they replace my system 3 TIMES! They have yet to replace it. They had a tech come out with equipment to replace it, yet they didnt. They reset the pump and said it was fixed! Replace my water system with a system that actually works or come take it out entirely. I should have listened to my husband and went with ********.

  

  Business Response

  Date: 05/30/2023

  Leaf Home Water requests that the customer return messages left on 5/27 and 5/30 to discuss resolution.

• Initial Complaint

  Date:05/18/2023

  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.

  11/29/2022 installed Price $5,625 We were told this system would get rid of our calcium/hard water deposits and we would no longer have to use chlorine tabs in our toilets(as stated, that will be a thing of the past). Both of those statements were untrue. WE still have hard water and still have build up and deposits on surfaces and pans. After service guy came back out to fix the fact they ran backwash lines directly into our sewer pipe (we now have two plastic tubes capped on sewer pipe) water was checked again and HARD water levels had increased. We were told we would get a call from corporate office to resolve but no phone call from anyone. WE demand the system be removed and a receive a full refund. Note - On top of the system not working we have constant bubbles in our water that NOONE was able to explain why!

  Customer Answer

  Date: 05/22/2023

  [BBB transcription via email]

  
  Good Morning ******. I just wanted to update you on the discussion with Service Tech last Friday.
  
  05/19/23 -  ******* - Branch Service Tech - called after the complaint was submitted to BBB. ******* and I discussed the HARD water build up that still exists on toilets, sinks, pans, etc.
  NOW they are saying that as long as AIR comes in contact with the surface the hard water build up will happen - WE were Not told this at the time of sale. WE would never have bought the system knowing this! I asked him to forward our response to the Regional Manager that the ONLY resolution for us is the system to be removed and money refunded. He stated he would forward the message. ******* also stated that the Manager stated he spoke with someone back in December after we told ******* we were not happy and wanted the system removed, not sure who he spoke with but it was not us? We are waiting to hear back from the Manager at this point.
  
  ******* - Branch Service Tech - who was very helpful 12/22 fixing the issue with bash wash lines being run directly into the sewer pipe. He was new to the position at the time but he and my husband and I discussed at length in December the promises that had been made and why NO ONE knew why we had bubbles in our water that DO NOT dissipate. We ultimately were told maybe they would work out of the system over time - WE still have bubbles(something I have read could mean contaminates in the water). WE DID NOT have bubbles before this system was put in place.
  05/19/23 - ******* - . He stated that he has now been told that the bubbles will always be there because of the air bladder in the system. WE were not told this in December and I still find it odd that NO ONE knew why back in December and ******* checked with several people.
  
  Sales Pitch:
  1 - Hard Water will go down - 8.5 with System ON and 6.4 with System OFF - Checked in December 2022
  2 - NO Hard Water Surface Crust/Build-up
  3 - Use Less Detergent - Brighter Clothing
  4 - Use Less Shampoo and Body Wash
  5 - No longer have to use Bleach Tabs - No build-up in Toilet
  ALL of these statements were false. System did not resolve anything and we have bubbles in our water that do not dissipate.
  
  System - Model LWC Water Condition and LWIMF Chemical Free Iron Filter.
  
  Thank -You
  ***** and ***** *********
  

  
  

  

  Business Response

  Date: 05/23/2023

  The customer's understanding of the system is incorrect. The Leaf Home Water system is installed correctly and working as intended. The customer agreed to the installation of an IMF system and a conditioner, neither of which removes hard water. Leaf Home Water representation explained to the customer that the air bubbles
  were the result of the IMF using the air tank to remove the Iron, Manganese and
  hydrogen sulfide but the customer refused to accept that explanation. Leaf Home Water has found the customer's request for removal and refund to be unwarranted as the system is working as intended. 

  Customer Answer

  Date: 05/24/2023

   I am rejecting this response because:
  
  
  Sales Pitch:
  1 - Hard Water will go down - 8.5 with System ON and 6.4 with System OFF - Checked in December 2022
  2 - NO Hard Water Surface Crust/Build-up - BUILD UP ON SURFACES. Apparently NOW because of "AIR" contact but WE were not TOLD this when it was installed!
  3 - Use Less Detergent - Brighter Clothing - NO CHANGE
  4 - Use Less Shampoo and Body Wash - NO CHANGE
  5 - No longer have to use Bleach Tabs - No build-up in Toilet AS stated by Sales Rep - "That will be a thing of the past"
  ALL of these statements were false. System did not resolve anything and we have bubbles in our water that do not dissipate. 

  NO ONE knew why we had bubbles in our water in DECEMBER, everyone was just guessing so you a making false statements about the bubbles now! Everyone at that time was saying they weren't sure!

  You scammed us and we want the unit removed and money refunded!

  
  

  Customer Answer

  Date: 05/25/2023

  [BBB transcription via email]

   

  Based on this portion of the Leaf Home Water representative May 23rd's response "IMF using the air tank to "remove" the Iron, Manganese and hydrogen sulfide" I felt a need to add additional information. He is making the statement that the system should be REMOVING theIron, Manganese and hydrogen sulfide(HARD WATER) - But Looking at the images of readings that were taken in December at least two types of Iron are listed with system off and system on and these readings do not change (T Iron and Ferric). We can also tell by what we still deal with everyday since installation as continued hard water build-up on surfaces.

  Note -These readings were taken almost a month after installation because the Service Rep could not find the initial readings. 
  

  
  

  I would state by the businesses own admission that the system is not performing as intended either by IMPROVING or "REMOVING" Iron, Manganese and hydrogen sulfide"! Based on their own admission the system is NOT working as intended! We want it removed and our money refunded!

  
  

  We made our decision to choose this company based on what we thought were professional, knowledgeable, honest people. The Sales Rep. stated the IMF and the conditioner would be what we would need to improve/resolve our concerns and he listed the items I stated in my response. We agreed to have the IMF and Conditioner installed based on the promises of improvement as stated by the Sales Rep. Leaf Home Water made false statements to make a sale.

  
  

  
  

  From the Business on Tuesday, May 23, 2023

  The customer's understanding of the system is incorrect. The Leaf Home Water system is installed correctly and working as intended. The customer agreed to the installation of an IMF system and a conditioner, neither of which removes hard water. Leaf Home Water representation explained to the customer that the air bubbles were the result of the IMF using the air tank to "remove" the Iron, Manganese and hydrogen sulfide but the customer refused to accept that explanation. Leaf Home Water has found the customer's request for removal and refund to be unwarranted as the system is working as intended. 

  Google Search:
  

  What Causes Hard Water? Hard water is water that contains a high amount of dissolved minerals such as calcium, iron, manganese, and magnesium
  

  
  

  Thank-You

  
  

  

  Business Response

  Date: 05/30/2023

  Leaf Home Water is willing/able to service/inspect per the Lifetime Warranty and our contractual obligations. Leaf Home Water Representation has offered to complete an inspection; however, the customer refused. We are unable to validate the customer's claim without a proper inspection. Leaf Home Water requests that the customer allow us to complete inspection per the warranty and contract.

  Customer Answer

  Date: 05/30/2023

   I am rejecting this response because:
  

   

  We were not asked about coming out to Inspect/Service so how could one reject something that was not asked. The only thing the Rep kept talking about is how their system does NOT remove hard water build-up something we were not made aware of until the 19th of May 2023. See initial response after speaking with Service Tech.

  We have readings from LHWS meters that are the best in the business, as he stated, that show an increase or no change in HARD water. we also have an admission by the company that the bubbles supposedly REMOVE hard water, so WHICH is it? How are we supposed to believe anything they might say after performing a "service"?? I can tell you exactly how that will go based on their inability to tell the truth during this BBB complaint. The System does not operate as stated in their SALES PITCH and they are unwilling to stand behind their product!

  We have had no change in build-up on our surfaces or any change to the items that they claimed in their sales pitch:

  Sales Pitch:
  1 - Hard Water will go down - 8.5 with System ON and 6.4 with System OFF - Checked in December 2022
  2 - NO Hard Water Surface Crust/Build-up - BUILD UP ON SURFACES. Apparently NOW because of "AIR" contact but WE were not TOLD this when it was installed!
  3 - Use Less Detergent - Brighter Clothing - NO CHANGE
  4 - Use Less Shampoo and Body Wash - NO CHANGE
  5 - No longer have to use Bleach Tabs - No build-up in Toilet AS stated by Sales Rep - "That will be a thing of the past"
  ALL of these statements were false. System did not resolve anything and we have bubbles in our water that do not dissipate. 

  FALSE Claims to make a Sale. We want the system removed and money refunded

• Initial Complaint

  Date:05/15/2023

  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 want full refund it damage water pipes and water smells like rotten eggs since water softener in my home and want water system to be taken out

  

  Business Response

  Date: 05/23/2023

  Services were completed on 5/23.

• Initial Complaint

  Date:05/14/2023

  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.

  They came out and tested our water and told us we needed a specific system and if we bought it our water would be cleatln, odorless and not leave stains in our toilets. Fast forward and our water is smelly, not clear and leaves stains in our toilet. They come back put and tell us it's cause we aren't running the system enough..(new build, not living there yet) so we get occupancy and start to use it normal and it is still yucky and smells. They come back put AGAIN and tell us we now need Another $4 grand system and they aren't at fault. No one will return our calls or emails. I posted on there fb page and they blocked me.
  Another situation we had was the inspector. Called out the system because the connections they had didn't meet code. It took the company a full month to rectify ...costing us a whole month of not getting occupancy on our new build. Horrible customer service and the company cost us thousands of dollars * we had to pay double mortgage for the month they messed around. The address of the new build that the water system is at is **** ****** **** ******* ** *****

  

  Business Response

  Date: 05/30/2023

  We are replacing the customer's current system with a SIM TO and services are set to be completed by EOD 5/30.

  Customer Answer

  Date: 06/02/2023

   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. Thank you to them for making it right

• Initial Complaint

  Date:05/11/2023

  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.

  On March 27, 2023, a representative of Leaf named **** ******* came to my home to replace a competitor's reverse osmosis unit in my kitchen. **** told us how fortunate we were that he was visiting today instead of the sales representative, because he was a "research analyst" & better able to assess our water. He tested the water, showed us a printout & explained that our water was so high in minerals that a kitchen unit would not work well, unless we installed a whole house system. I told **** that because of my osteoporosis challenges, I CAN"T HAVE salt-based, "slippery" water due to the risk of falling when getting in and out of the tub. I also told him that the master bath had a bad smell & brown sediment. He assured me that the new water system would fix this by removing manganese. Witnessed by my husband and 2 adult children, he said he was "custom designing" a low salt system specifically to remove the manganese. "It would be "maintained by quarterly visits from the company" and not slippery." On March 28th the water system was installed, & after feeling the slippery water, I called him while the installer was still there. He said it would resolve, but if it didn't, I could switch to a potassium salt which I could purchase and self-monitor. I told him that I was not interested in ANY salt system I would have to monitor, & he assured me that in 3 days the water would no longer be slippery but to call back if I was still having issues! I waited until Friday, March 31st & both called and texted ****. He never returned my calls or texts! I wrote a negative review on yelp & was contacted by ****, a Leaf Manager. He told me that **** was no longer with the company. I explained my miserable experience, that the water was too slippery for safety, the brown sediment & terrible smell were not rectified as promised, & I wanted the ENTIRE system removed & my money refunded. After numerous conversations & promises to escalate to his manager *****, he stopped calling back.

  

  Business Response

  Date: 05/23/2023

  Per prior inspections it was found that the Leaf home Water system is installed correctly and working as intended. The customer agreed to the installation of a softener. A softener is not sold as a salt free system. We have offered to install a salt free system; however the customer has refused. Leaf Home Water has found the customer's request for refund and removal to be unwarranted. Leaf Home Water requests that the customer contact us if they would like to move forward with the installation of the salt free system.

  Customer Answer

  Date: 05/24/2023

   I am rejecting this response because:
  
  
  This company has not attempted to resolve the issue, is blatantly lying and misrepresenting the product claims and assurances made by their salesman,****, at the time of sale. On March 27, 2023, during the initial sales presentation, **** pretended to be a "research analyst" for the company, instead of the salesman he actually was. He tested the water and claimed to find "dangerous levels of water contaminants". To fix this problem,**** said he was "custom designing" a system for our home that would remove all contaminants and also address excessive manganese sediment and a strong odor in our master bath. My husband and I stated clearly several times that we DID NOT WANT a salt-based system, due to the fact that I have osteoporosis and can't risk falling while entering and leaving a tub filled with salted, slippery water. **** claimed that the special system he was designing would definitely not create "slippery water" and we didn't have to worry. He deliberately lied repeatedly in order to make the sale. During the installation, as the first "slippery" water came through the faucet, we realized it was salt water and called **** to notify him that we were NOT ACCEPTING this system. We made this call in our kitchen, right in front of the installation technician. **** convinced us to wait a few days, assuring us that the slippery feeling would dissipate with time and that he would help to make this right.  When we called back a few days later to complain that neither the bathroom odor nor the maganese sediment had cleared, and the water was still very slippery, he refused to answer our calls. After several weeks I finally spoke to a manager from Leaf named Rick, who told me that **** had been "let go" because of numerous customer complaints. Rick said he would help to resolve our issues but eventually admitted that he could not authorize the system being removed. He promised to get support from the senior manager, *****, and informed me with several texts May 4th to 8th that ***** would call me directly. To date I have not received contact from ***** or any manager offering to fix this problem. I want the water softener removed from my home and my deposit refunded.

  

  Business Response

  Date: 06/07/2023

  [BBB transcription via email]

   

  A service and inspection has been scheduled for 6/9, to be completed by the end of the day.

  

  Business Response

  Date: 06/09/2023

  [BBB transcription via email]

   

   

   The system was sold and installed per signed contract. The contract states the purchase included an STO combo with is a softener and carbon tank for taste and odor. A manganese test was performed on both the pre and post treated water and per the attached results no manganese was detected. Since the customer is experiencing brown sediment and odor in her master bath only this seems to be an isolated incident and is not the result of our water system. The brown sediment and odor are more than likely due to an issue with the pipes and we recommend the customer contact a plumber.

• Initial Complaint

  Date:05/10/2023

  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.

  When first setting up and having my water conditioning system installed, I was assured both by the representative who visited to test and suggest a system and the company installer who laid the water line and placed the above ground piping leading to the conditioner assure me that the system would be fine outside should the temperature drop (including paying for a neoprene covering for the unit and wrapping the pipes in foam in a way I was assured would insulate them). I was told that while a small enclosure might help in high winds, it was in a fairly protected spot already, with the house on one side and fence adjacent. This was done in late July 2022 and totaled $5747.20, paid in full by a check deposited in early August.
  
  In December 2022, the pipes froze and shattered. After contacting an emergency plumber, I was told that the water line leading to the conditioner wasn't buried to the minimum ***** standard of 6 inches, an inflexible plastic was used for the above ground piping which led to them shattering, and the insulation used could not actually insulate them. Leaf Home's installation was the root of my problem. I called and, after a few tries, reached someone who assured me that I would be compensated for the costs of the emergency repair ($595). When offered a technician from their company to do it again, I declined on the grounds that I would rather have it done by a professional with expertise to insure that there would be no further danger to the house. This totaled $1140 in April 2023. The cost of the wasted water that partly flooded the backyard from the shattered pipes was $449.35 after adjustments by the city.
  
  I have tried contacting this business both by phone, email, and site contact form with the invoices for the plumbing repairs and part needed. No one has responded and I have not been compensated at all. They also refused to work with the plumber to provide necessary replacement parts for repairs and have not answered my request either.

  

  Business Response

  Date: 05/17/2023

  Customer’s pipe broke due to the freezing weather. They contacted a
  plumber to put the system in bypass. Her plumber recommended that the pipes
  should be buried deeper underground. We offered to redo the entire job and to
  bury the pipes deeper at no charge to the customer. The customer refused our offer and had her plumber do
  the work and is now requesting payment. Leaf Home Water has found this request to be unwarranted, as we offered to complete the work ourselves per the Lifetime Warranty and our contractual obligations. However, if her UV was damaged during this freeze, we will be happy
  to replace that at no charge to the customer..

  Customer Answer

  Date: 05/17/2023

   I am rejecting this response because:
  
  
  With no track record of being capable of doing the work requested, there is no reason for me to believe the job would be done properly by this company. I had to contact an emergency plumber in order to have access to water in my home in the time between Christmas and New Years, when no one was answering the phones for the company due to the holiday. That plumber informed me that many water conditioning system companies, while legally capable of doing the work, often do not install them to standard specifically because they aren't plumbers and don't know the standard. In general, when dealing with something that has the potential to destroy my home, I'm going to trust the specialized professional with experience. I paid in full for the system, its installation, and its insulation. It should have been done to standard in the first place because that was what I was guaranteed. This insulation failed due to the choice in materials used and choices made while installing. That should make the liable party those who did the installation. If the business refuses to reimburse me for the costs of plumbing, that's fine. But it does mean that the issue of their irresponsible installation is also refusing to be addressed and I cannot fully accept their resolution. At a minimum, their installation "experts" must be better trained.