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.

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  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:04/24/2023

  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.

  In early October 2022 I Purchased a water filter system for my home from Leaf Home Water Systems. The salesman didnt do the right water test so the first filter was not the right one. They replaced it with a double tap system. They ended up putting it in backwards so the filters got fouled out or no longer functional. They have come up to my house about 10 times regenerating the filter in an effort to try to save them. I guess they now realize that wont work and theyve quit answering my calls, the workmen that I was working with has now blocked my phone call when I called the 800 number they tell me Im on an accelerated review thats been going on for almost 2 months now no one can tell me anything and my water is horrible and its ruined several shirts And stained a lot of my fixtures. I just want my money back.

  

  Business Response

  Date: 05/02/2023

  Per prior inspections, it was found that the Leaf Home Water system is installed correctly and working as intended.  The pre and post treated water tests show the hardness of the water has reduced significantly.   The post treated water sample is quite clear, and the water does not contain H2S (Hydrogen Sulfides) or tannins on the treated side. Leaf Home Water has found that the customer's request for removal and refund to be unwarranted as the system is working as it is intended to. This matter is resolved.

  Customer Answer

  Date: 02/13/2024

  The consumer does not consider the matter resolved.  Instead, the whole experience with the business was a nightmare. The business made at least 10 trips and couldn't solve the problem. The consumer took out the equipment and had another company install another system. It worked from day one.

  
  

• Initial Complaint

  Date:04/23/2023

  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.

  Dishonest, incompetent, unprofessional. Here is a quick breakdown of the 3-day nightmare I was forced to endure:1. Only authorized a $500 deposit (and told rest would be charged after installation), but they charged the entire cost to my card even before installation was completed, even when they know I was having big issues with it.2. They installed the water softener/filtration system on our irrigation line instead of on our main water line. The guy who installed admitted it to me but then denied it the next day and 2 people were sent out to convince me that it wasn't done, even though the installer told me to my face what he had done. I had to push and push for 3 hours until finally they admitted they had installed it incorrectly. They'll tell you they have the 'best line locating instruments around' but they do not. They had to come out twice more to fix it. I was told if it had been left on the irrigation line, it would have killed all my grass and plants. Fixing this took hours and hours of stress, confusion, frustration ... just a complete nightmare.3. They also installed a Reverse Osmosis system on our kitchen sink. The day after they installed, burning hot water started coming out of it ... I messaged them and apparently the installer put the Reverse Osmosis system on my hot water line in error ! They had to come out and fix it the following day. I have no idea if the hot water damaged the system.4. We agreed where the outdoor filtration system would go when the sales rep came out ... he told me it couldn't be installed on concrete. And we agreed a corner of the yard would be ideal. Then when the installer showed up, he said it actually HAD to be installed on concrete, and had to install it in a less than desirable location on a fence I am re-doing soon, but said it was the only option. Just another example of inconsistency within the company ... so many times one person said one thing, another would say another thing ... it really was ridiculous.

  

  Business Response

  Date: 04/28/2023

  The customers understanding of the sales reps explanation of the system being installed on concrete is inaccurate. The sales rep explained that his system can't go on the concrete against his home wall because we couldn't run exposed plumbing on top of concrete. Our technician told him our system always goes on concrete and not dirt meaning if we put it on dirt, we will put it on concrete pavers. The installation was completed on 4/20 and that was when the customer was charged. The irrigation double check valve was in a typical water meter box that we see all over ******. The actual water meter was about 12' away under a manhole cover,that was mistaken for a Sanitary Sewer manhole. The installer on 4/22 trenched the required distance and tied our system into the main water line after the irrigation tee. This ensured that we were not treating the irrigation system any longer. We addressed the customers service issues on 4/22 and the installer was retrained to prevent this issue in the future. Leaf Home Water is willing and able to service/inspect per the Lifetime warranty and our contractual obligations. The customers request for a discount has been deemed unwarranted as we addressed the customers service issues as stated in the warranty and our contractual obligations. This matter is resolved.

  Customer Answer

  Date: 04/29/2023

   I am rejecting this response because:
  
  We were promised 'white glove' installation, which is a big reason we moved forward with the estimate. **** was negligent in sending someone who installed the entire system incorrectly, which could have cost thousands of dollars worth of damage to landscaping (they tied into the irrigation line). They also lied repeatedly about this and I had to convince and push and waste hours of my day dealing with this. On top of this, the reverse osmosis system was installed incorrectly. I am still not sure this system is working, our water readings have gotten even worse, nobody has followed up to make sure the system is working. This company is negligent, entering people's homes, doing careless and irresponsible installations, wasting people's time, no apologies whatsoever, and no compensation for 3 days of inconvenience. It's not appropriate and this company needs to be held accountable for their negligence. 

  

  Business Response

  Date: 05/08/2023

  Leaf Home Water representation completed inspection on 5/5 and this matter has been resolved with the customer.

  Customer Answer

  Date: 05/08/2023

   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.

• Initial Complaint

  Date:04/14/2023

  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.

  Met with sales agent 4/8/23. Agreed to hime water system filter and softener. Installed on Monday, 4/11/23. Inquired with sales agent if we were unhappy with water taste and feel during shower eye could we do? He said at any time we could get our money back and they would take the system out. Today we called to have it removed and our money returned. We were met with a rude supervisor that told us we could not get our money back. He actually hung up on my husband. It has been 4 days since the install. Ridiculous!!

  

  Business Response

  Date: 04/21/2023

  Services have been scheduled for 4/26, to be completed by the end of the day.

  

  Business Response

  Date: 04/27/2023

  [BBB transcription via email]

   

  An inspection was completed on 4/26, and it was found that the Leaf Home Water system was installed correctly and working as intended. Leaf Home Water has found that the customers request for removal and refund to be premature and unwarranted as the system is working as promised. This matter is resolved.

• Initial Complaint

  Date:04/06/2023

  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.

  From the first day of the installation of the water softener/filter system we requested it to be removed! The installers did not speak English so we could not communicate with them when we were promised they would explain the system in detail to us, they left wires hanging in our basement, hung a power strip in the middle of our wall and the bypass valve does not work so we cannot bypass the SLIMY, GRAY, UNDRINKABLE WATER in our home. From the day of the installation, 3/21/23, we have requested this company REMOVE THIS SYSTEM FROM OUR HOME as we are dissatisfied with EVERYTHING! First speaking with sales rep **** advising of hanging wires and horrible water quality, then we spoke with ****, who does not return calls and then his boss ***** who was supposed to help us get the uninstall started but he also never returned a call. After days of flooding the service desk with phone calls, we finally heard from ******, the Regional Installation Manager in the **** office who said they had to send someone out to test our water before they would uninstall the system. We reluctantly obliged. After the water test and multiple calls to ****** to find out when the system would be removed, I finally got him on the phone, and he said he would follow up and we would be hearing from Corporate to get the system uninstalled. We have yet to hear from anyone!!! It has been over 2 weeks since the system has been installed and we have had to deal with this HORRIBLE UNDRINKABLE SLIMY GRAY WATER and hanging wires in my basement. We cannot sleep and I get sick to my stomach when I am thinking about it, it has consumed our lives!! We have insisted on getting this water system removed since day one with NO sense of urgency from the company! We have disputed the charge with our credit card company and want them to pick up their system so we can be done with them!

  

  Business Response

  Date: 04/11/2023

  Per prior inspections, the
  system is installed correctly and working as intended. We have offered to tuck
  the wiring under paneling of the ceiling of the basement instead of having the
  cords draped across the floor; however, the customer has refused this offer. The
  last test results show that the water is clear and was not undrinkable. Per Leaf
  Home Water Solutions cancellation policy, the customer is to send in a written
  notice of cancellation within three business days after the signing of the
  contract. We did not receive a written notice of cancellation from the
  customer. Leaf Home Water has found that the customer’s request for removal and
  refund to be premature and unwarranted as the system is working as intended.
  This matter is resolved.

  Customer Answer

  Date: 04/12/2023

   I am rejecting this response because:
  I am Absolutely rejecting their response!  They did come and take another water test, but the test results that I took a picture of show a red flag for nitrates and a number in RED of 154!  I have repeatedly tried to contact the company without any success.  How can they say the water is safe when there is a red flag on the test?  Why won't they explain to me what that means?   I emailed multiple times requesting a full copy of the test results without any response.  When I Google what Nitrate level should be in your water it says it is dangerous if over 10mg/L and can cause serious health issues.  There is ZERO INTEGRITY with this company, and they are completely unwilling to listen or help with issues.  I have also found since they have come twice to test my water that the test results that were originally done by the sales/con man were also unfounded, and they made me pay more for a filter that was not necessary for my water.  The manganese level according to the sales rep was 0.4 when in fact it is 0.0 in every other test for my raw water as well as treated.  He also used this test result to create a sense of urgency for us to sign today and get the system installed tomorrow because high manganese levels are bad for your health.  I had a water test taken prior to Leaf coming to my home and when I questioned that technician, he told me that they do not have a home manganese test because they are not accurate and when testing for this the water needs to go to a lab for an accurate reading.  We have been through the wringer with this company and their lack of concerns for my family and our wellbeing.  
  

  

  Business Response

  Date: 04/20/2023

  The customer's understanding of the water tester is incorrect. The red flag on the water tester means that the water test collected was inconclusive, causing the nitrate levels to show exponentially higher than they actually are. To ensure accurate measurements, we need to retest the water levels; however the customer is refusing to allow us to come back out and retest the water levels. Leaf Home Water is willing and able to service/inspect per the warranty and contractual obligations. The customer's request for removal and refund has been deemed unwarranted as the customer is refusing to allow us to retest the water levels to ensure an accurate measurement. Leaf Home Water considers this matter resolved until the customer allows us to inspect per the warranty and contractual obligations.

  Customer Answer

  Date: 04/23/2023

   I am rejecting this response because:

  This company considered our complaint resolved based on
  inconclusive and inaccurate test results, their words! 

  This is the email response we received from ***** ***** the
  Customer Relations Operations Manager in response to our refusal of their resolution
  to this complaint.  “I was
  able to review the test results taken by **** *******. The (!) that you are
  seeing in reddish orange means that the entire test is inconclusive. The (!)
  represents an error in reading, meaning the disk inside the meter reader was not
  level. **** should have caught this error right away and performed new tests,
  but he unfortunately did not. The only way to have an accurate reading is to
  have a new water test performed.  Due to the inaccurate reading, the test
  threw out random numbers. If we were to perform another test today, you would
  see your nitrates are not elevated.”
  

  Shouldn’t these results have been reviewed PRIOR to dismissing
  our complaint?  This is exactly what the
  issue is with this company they have no integrity!  Yes, we are refusing to let them come back
  and test AGAIN.  How many times do we
  have to inconvenience ourselves to appease them?  This complaint does not go into the over 30
  unanswered phone calls and emails that we have initiated with this company
  trying to resolve this issue.  They chose
  to ignore us time and time again and now they are trying to make us look
  unreasonable.  They are hanging their hats
  on the fact that they say we didn’t request in writing to remove the system.  When from the day of installation we
  requested the system removed, we made the request to **** the salesman, **** the technician, ***** the sales manager, ****** the Regional Installation Manager
  and ***** ***** the Customer Relations Operations Manager, and not one of them
  saying they needed the request in writing. 
  How many more times do we need to request the removal of this system
  from our home? 

  We still, one month later have slimy, smelly water, it smells like burning oil, much worse than it was before the system was installed!!!!  When do we get to hold the company accountable for their lack
  of customer service and professionalism which is why we decided to purchase the
  system from them in the first place?  They
  have never once addressed their lack of professionalism and customer service
  with us.  Why are they not being held
  accountable for not holding up their end of the contract and basing everything
  that is happening on water test results? 
  It is also the lack of professionalism, integrity, customer service and
  mostly the lack of respect for us, the customer as well as the slimy, smelly
  water that we want the system removed. 
  All these things we were promised at the time of sale and all these
  things we have not received!
  
  
  

  
  

• Initial Complaint

  Date:03/31/2023

  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 purchased a water system from Leaf Home Water on 6/29/2022 for $10,479. It was installed after the agreed date on 7/6/22. They sent out contractors, not Leaf employees. We were promised clear water no odors. It wasn't & the plumbing was leaking. Then it got stuck in recycling mode and I was advised to put it in bypass. I couldn't, the bypass valve shut off the water completely. After sending pics to a tech and the install manager, we were told that the system was installed BACKWARDS & the plumbing was done incorrectly (& poorly). The UV failed. The plumbing was fixed & system put in the correct order. We were told that the water would be retested in a few days. The water was still dirty & smelly. Testing showed it still had tannins & sulfur. We were told they would be fixing this. Over the next several months, the system was tested several times (with the same results) & it was supposedly reprogrammed & retested. I never received a report. Months passed. Solutions were promised over & over but none ever came. No one ever contacted us, I always had to contact ****** **** (install mgr)Starting in 12/22, I began reiterating to ****** that we wanted a refund so we could get a water sys made for well water as this one is not. More time passed. All these months, no one from upper mgmt or corporate (that was supposedly coming up with a solution for us) ever reached out. My only contact was ******. No matter how many times I asked for a supervisor, I never got a name or number. You can't reach anyone other than cust service through the 888 numbers. Another month passed with no updates. Then found POC was no longer there so I had no contact. I called the 888 #s but no one could help me. The temp install mgr didn't do anything to help me & then ********, the new install mgr said he was escalating my case. All 5 previous tests are missing & needed another test. My water is still milky, smelly & dirty. Tested it myself thru an independent lab = Sulfur & tannins present.

  

  Business Response

  Date: 04/11/2023

  Per prior inspections, we have found the system is installed correctly and working as intended. The issues are directly correlated to the plumbing lines and the well itself. We have found that a bleach system will be able to alleviate the smell and taste issue the customer is experiencing; however, the customer has refused this option. Leaf Home Water has found that the customer's request for removal and refund is unwarranted as we have a solution to the issues they are having. Leaf Home Water requests that the customer reconsider the offer of installing a Bleach system.

  Customer Answer

  Date: 04/11/2023

   I am rejecting this response because:
  
  
  The system is not working as intended. This system s no made for well water. It is for municipal water. A water test by an independent water company states we have tannins, sulfur and High TDS. A bleach system was never formally offered in the months since the runaround began. The last communication I had was my complaint was escalated and they were working on a solution. Toxic chemicals (bleach) is not a solution for healthy water. Please find a better solution or refund our money as we have requestes

  

  Business Response

  Date: 04/12/2023

  As previously stated the bleach system would alleviate the issues that the customer is experiencing. The bleach system has a stenner pump that oxidizes iron and solidifies the tannins and H2S (Hydrogen Sulfide) in the water, which floats to the bottom of the tank, which is then drained out once a month. The water that is in the top of the tank is then transferred to the Carbon tank which removes the bleach through the media inside the tank. The clean water is then transferred to the conditioner or softener and is safe to drink. A removal and refund has been deemed premature and unwarranted. We request that the customer reconsider the bleach system as it will address their issues.

• Initial Complaint

  Date:03/27/2023

  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 installed a system back in August 2022. It never worked right and every since it has been installed we had a rotten egg smell. We tried calling and they said they will call us and never did. I finally took the tanks out and put in a water softener and the smell went away. The hot water heater was put in the same time the tanks were put in. It costs me $7,000 and I can&#**;t get anyone to help. I would like for them to come get this stuff out of my house and my money back.

  

  Business Response

  Date: 04/04/2023

  The customer has removed the product; thus, voiding their warranty. We are unable to service a product that is no longer installed. Removal of product, does not warrant automatic refund. This matter is resolved.

• Initial Complaint

  Date:03/25/2023

  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.

  I purchased a Leaf Home water Softner system on September 6, 2022. I paid $900 dollars down and financed about $8100 with a company I was sent to by Leaf Home Water called Service Finance Company. They are also based in **** *********** **. The system started out working fair but within one week the 30 year old aerator basically blew up due to the excessive load on it from their new system. When I called the response I got was that I did not need an aerator for the Leaf Home system. I asked if they could send someone out as I live on 2.5 acres with numerous animals including horses, dogs and cats as well as my daughter and her husband. We had no water at this point so the company stated that to bypass the system we should disconnect the aerator. One of my son-in-laws maintenance guys did that and when the guy from Home Leaf came out two days later the system was tested and found to have numerous bacteria and sulfur. The guy that came out stated he would submit the information to the corporate office in **** but did not feel the system could operate effectively without the aerator. When I asked why they would pair my 30 year old aerator up with their brand new system I was told because they don't use aerators in their system but unfortunately my water needed an aerator to get rid of the sulfur.
  The company came out six more times to test my system and each time the representative stated that the system would not work for my type of water. I filed a grievance through the finance company to try to get them to reason with them but they concluded that because we disconnected our broken aerator that the warranty was null and void and I would be stuck paying for a system that has caused health problems for myself, my family and I am even still having to purchase bottled water for my pets. I have finally transitioned 2 of the small horses to the stinky sulfur water but was forced to relocate my other horses to another lot in our neighborhood.. This ordeal has costed me thousands of dollars in medical bills and bottled water but the stress has been overwhelming. I am a registered nurse and work very hard for my money. I am also over 60 years old and feel as though I was taken advantage of in the buying process.

  

  Business Response

  Date: 03/31/2023

  Leaf Home Water representation has spoken to the customer and explained how our system function and how it will not function without her aerator. The customer is getting a new aerator an will contact us when it is inline for further testing.

  Customer Answer

  Date: 03/31/2023

  
  I am rejecting this response because:
  
  I was sold a Leaf Home water system in September 2022. The company did not fulfill the Installation contract which stated that they would install a new system IN PLACE OF the old system. Instead they installed a new system and tied it in to existing components of my old system, notably the aerator. The contract specifically stated that the company would set aside the old system, not install components of their system into my former water system. The contract also states that all workmanship is guaranteed for 1 calendar year, all evidenced by attached installation contract. I have made numerous attempts to contact Leaf Home and they are refusing to honor their warranty or refund my money despite that Leaf Home's water system has been inoperable since shortly after it was installed over 6 months ago. Leaf Home's own contracted service representatives have stated that the system that they attempted to install on my property will not work for the type of well water that we have. I am a senior citizen that works a full-time job as a nurse. I cannot afford to loose over $9000 that was spent on this system, which I financed through Leaf Home's third party entity, Service Finance. I am simply asking the company refund my money and pick up their system.
  

  

  Business Response

  Date: 04/07/2023

  Per prior inspections, we found that the existing aerator
  had been disconnected by the customer. Based on the test data, had the aerator
  been left connected our system would be performing as intended. When the
  aerator was connected, our system lowered the customer’s hardness from a 20.1
  to a 0.9. Had she left her aerator attached, she would not be having these
  issues.

  
  She will need to have the aerator reconnected for our system
  to work. This is not part of a water filtration system. This would not
  have been removed when we installed her new water filtration system.  She
  needs to have an aerator, which is part of a well system, in place to maintain
  her well and for our system to work efficiently.

  
  Leaf Home Water has found that the customer’s request for
  removal and refund has been deemed unwarranted as the system was working as intended
  before the customer disconnected her aerator. This matter is resolved. 

  Customer Answer

  Date: 04/10/2023

   I am rejecting this response because:
  As per the attached contract it states that Leaf Home Water solutions will remove All old components of my water system and set them aside for me as the homeowner and replace the entire system with a new Leaf Home Wster System. This is the contract I signed and therefore the company is in default. I no longer want to deal with the unscrupulous tactics of this company and thereby request they remove their system and refund me my money in full!

• Initial Complaint

  Date:03/23/2023

  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 installed a water treatment system for my home last April, 2022. The salesmen assured me he would return in a few months to be sure the system was working well, he never showed up. I was having problems with calcium build up on my faucets so I called the company to have them send someone out to check my system. They sent a tech. out and he tested my water and told me the system is the wrong one for my well water and he would see about replacing it. This was, I believe in January of 2023. Since then the manager, ***** ****, I think that is his last name has come out and tested my water two more times and as assured me they will be replacing the system. The one that is in will not take out the iron or the calcium. I have been calling weekly since then and he has told me that he has turned in the information in to his supervisor and is waiting to get permission to put in the right system. Perhaps I should have called sooner but the salesmen told me it would take a while for the system to clean out my water lines. It has steadily gotten worse and so far I have had to replace a coffee maker and a couple of faucets. I am concerned that my water heater and washing machine are getting damaged and would like to have the problem resolved. Hopefully you can help.

  

  Business Response

  Date: 03/30/2023

  Leaf Home Water requests that the customer return message left on 3/29, to schedule service.

  Customer Answer

  Date: 03/30/2023

   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.

• Initial Complaint

  Date:03/09/2023

  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 have also filed complaint with ********* **** ** **, Trade and Consumer Protection as relates to breach of contract with LEAF HOME WATER SOLUTIONS LLC (local office out of ********) and a water conditioning system installed on Dec. 28, 2022. They have failed to work with me on removing the system and providing a refund. It does not work with galvanized pipes, and in fact creates iron contamination that results in metallic odors and water unhealthy for consumption and damaging to plumbed in fixtures. At each level of the project -- sales, installation and management -- the staff were either aware, or should have been aware, that iron contamination would likely result from old galvanized pipes so common in older homes in the area. They failed to acknowledge this until visual confirmation and follow-up testings by their technicians (at my request weeks later) confirmed contamination with increasing numbers. Even then, because the project is paid in full, they refuse to remove the system and refund me simply for the cost of the installation, let alone the damage done -- visible and not visible stains and rust build up. I am currently bypassing the system to stop further contamination. Not feeling confident that filing a complaint with ***** will result in resolution, I am seeking other means. These systems are expensive! I now know they are affiliated with the national corporate entity Leaf Home (*******************************) and I should probably contact them directly now that the ******** ** affiliate are now refusing. They have failed to resolve the situation they created even after more than 2 months since installation. I paid in full so they simply have no incentive now to resolve the situation. They can try to blame it on corporate, but ultimately those who saw I had galvanized pipes knew the system was not a fit from day one.

  

  Business Response

  Date: 03/20/2023

  Per prior inspections, the CTO Combo conditioner and carbon
  tank for taste and odor was installed properly and is working as intended.
  Conditioners unlike softeners, descale the interior of pipes literally cleaning
  them out. This descaling process was explained to the customer at the time of
  sale. When we tested the water at the bypass, there is no evidence of any iron in
  the water; which shows that the system is working as intended.
  
  Since the customer is having issues with the iron inside of
  their home, Leaf Home Water recommends that the customer contacts a plumber to
  have the pipes flushed. As the system is installed correctly and working as
  intended, Leaf Home Water has found that the customer’s request for removal and
  refund is premature and unwarranted. 

  Customer Answer

  Date: 03/21/2023

   I am rejecting this response because:
  
  
  
  There is absolutely nothing premature or unwarranted about my complaint.
  The CTO filter and conditioning system was installed December 28, 2022 -- nearly 3 months ago now.
  Iron contamination -- metallic odors and severe rust production -- started
  within mere hours of the installation. I gave it more than adequate time to prove itself as
  functional for my home. I do not deny and never have denied that the
  system was installed as contracted. My issue is with Leaf
  Home not acting in a professional and honest manner by telling me, the
  "layman" customer, that with galvanized pipes in my home, I will most
  likely if not definitely experience iron contamination from the
  conditioner "cleaning" the pipes. There were at least three levels of
  Leaf Home water system personnel/contractors -- sales,
  administration/management, plumber/installers -- that could have relayed
  that likelihood. Such an admission occurred only
  after installation when their own technician reported, after a second water test, that there was iron contamination
  from galvanized pipes (see attached report from technician). The system as installed has created
  nonpotable water and ruined plumbed-in fixtures and thus should be
  considered nonfunctional, and not fit for my home for both personal
  health
  and safety reasons, as well as structural (plumbed-in fixtures) damage.
  No one would have agreed to have had such a system installed if that
  information was known. They
  simply are refusing to come to an acceptable resolution because they
  have my payment in full and have no real incentive to respond in a more
  professional/humane manner.
  
  I was more than
  patient through the initial "give it time to work" phase. My hope was
  that working with an intermediary like BBB or ***** in ********* would
  result simply in a full refund and I'll eat the cost of fixing the
  damage done. The system was recently professionally uninstalled at my
  expense and is ready to be hauled away in its entirety. I am fully prepared to seek legal counsel if this intermediary step does not pan out.

  The attached photos in addition to technician report: 1) My hand after "cleaning" my dishes by hand in the kitchen sink. 2) The contaminated water in my bathroom sink. 3) The kitchen faucet disconnected showing rust accumulation and clogging.
  

  

  Business Response

  Date: 03/28/2023

  The customer has had the product removed by a third party; thus voiding their warranty. As previously stated the system was installed correctly and working as intended. Leaf Home Water recommends that the customer contact a plumber to flush out their pipes. This matter is resolved.

  Customer Answer

  Date: 03/31/2023

   I am rejecting this response because:
  
  
  On Feb. 7 I sent my initial request to have the conditioner removed (letter previously attached to complaint) to the attention of ******** ** manager, ***** *****, after he failed to respond to my earlier texts. ***** called me that morning, and said he had talked with ******* the technician that tested my water (twice) and they agreed on the following proposed resolution, that he wanted to work something out and said he would present it to corporate office and it would be up to them to approve it:
  
  * Will keep carbon catalytic filtration, remove conditioner and replace with a LHWS water softener.
  
  Carbon filter removes disinfectants and organic compounds so it should stay.
  
  * I will be credited $1100+ (Having not got the proposed resolution in writing, I do not recall the exact amount he stated was the difference in price between the conditioner and water softener)
  
  Of course I never got this in writing from him but he did text me the next day, Feb. 8 (text attached) to say he had talked with "some people above me" and hasn't heard back yet and didn't know when that would. He was just assuring me I'm "on our mind and we have taken some steps to try and inch our way towards some kind of resolution."
  
  A week later, on Feb 14, having heard nothing more, I texted back that I'd be filing a complaint and that I went ahead and disconnected the conditioner at the LHWS technician's suggestion since the system was being bypassed (text from technician Wilhelm attached). Never heard back from anyone again until the complaints (***** and BBB) were filed.
  
  >>My question is why would a local representative offer a "resolution" if he didn't agree there was some problem in need a solution by LHWS? He understood iron contamination was not acceptable and took responsibility. Corporate office simply had their money and didn't want to be bothered.
  
  RE: "The customer has had the product removed by a third party; thus voiding their warranty."
  Of course I had a third party remove the product. LHWS has refused and I needed potable water! It was that or continue showering at my office building and risking further damage to all my kitchen and bathroom plumbed in appliances/fixtures. I wouldn't leave a disabled car in the intersection after someone hit me and left the scene. Why would I leave a bypassed/unplugged system --in that condition at the suggestion of your own technician -- sit in my basement when I could have a water softener installed that actually made the tap water potable by removing what rust remained behind from "descaling"? 
  
  I'll see you in small claims court if you reject this one.

• Initial Complaint

  Date:03/09/2023

  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.

  Leaf home water solutions - ********
  ** office. We were dealing with them.
  
  Been calling customer care ************ and all they say is someone will get back. Hearing the same for the past 3 months but NOBODY GOT BACK. Want the system to be removed and no one got back. Been over 2 months. Paid full price of our hard earned money.
  
  We got the Water Softener installed in Nov 2022. The install happened really quick (in a day) and the plumbing was very neat. After the softner was installed we noticed that weird taste and oily deposits in our water. Our entire family fell sick and guests who visited also fell sick. We did contact Leaf Home Water and asked them get the system removed as it was not working well for us. ******** from Leaf Home Water did come in and turn off the system back in Nov 2022 and put it in By Pass mode. He did run all the tests and sent back all the reports to the office to process the return. My husband was hospitalized being sick for a week. Ever since Nov 2022 till today Mar 7 2023, no one has got back to us. We have made several phone calls and they promise someone will call us the same day but it does not happen. The service team also do not give us any phone or email that we can contact to follow up. We are helpless.
  The Customer care after installation is not as prompt as they were before the install (Sale). ***** from ******** ** stopped responding to my texts. Left us hanging alone. Also emailed customer service but still didn't hear back.

  

  Business Response

  Date: 03/15/2023

  Customer purchased water softener system and installation was completed on 11/4/2022.  Leaf Home Water tested the water 2 separate times.  All levels have been found to within normal range.  The pre-water tests compared to the post water tests showed a significant decrease in hardness of the water, which is what the water softener purchased was intended to correct.  Leaf Home Water system does not use chemicals in our system, so there is no basis for the allegation that the system would cause illness of any kind.  Leaf Home Water has determined the customer water is safe for consumption and not the cause of any illness, therefore, the request for refund is unwarranted. 

  Customer Answer

  Date: 03/16/2023

   I am rejecting this response because:

  Please get our Hard Earned Money $2550. Paid right away and unhappy with the water filter. It's simply sitting on our basement. We are depressed to have spent so much for something which we don't like and use.  

  The person from Leaf Home literally saw the oily substance on the water and we submitted paper documents for Removal and Refund. They did not do anything via email and people who work there do not have proper email address to communicate which is fishy. 

  we all fell sick including our baby who consumed the water. Business said it might be a coincidence but that's false. We had a party and all our friends fell sick the very next day except 1 family who stopped by for few mins and had soda. 

   

  We have paid $2550 from our hard earned money and not using it. wish to have atleast 85% of it back please.

   

  If you can imagine being in our situation, hardly  used it for 2 weeks and waiting for someone from Leaf Home to take back the equipment. 

   

  Being a consumer, unhappy customer, we still politely were dealing with the business but no one responded with an answer after the system was bypassed. 

   

  YOU ARE OUR ONLY HOPE!!! PLEASE HELP!! Please get our hard earned money back.. 

  

  Business Response

  Date: 03/17/2023

  Leaf Home Water has determined that this refund is unwarranted.  There is no basis for customer's allegations. 

  Customer Answer

  Date: 03/17/2023

   I am rejecting this response because:
  
  
  Please get our hard earned money back.  We hardly used it. We fell sick and our guests too were sick after having food and water from our house except one family because they had just soda and juice 

   

  We turned off and bypassed the system and signed paper documents to remove the equipment and process the refund. 

   

  Being unhappy with the product,  we feel bad paying $2550 right away . The business made their conversation via phone and nobody had proper email. Since Dec 2022 we are waiting for them to remove the system and give our hard earned money.