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

  1810 S Lynhurst Drive Indianapolis, IN 46241

  
• 

  Leaf Home Water Solutions, LLC

  4418 Eagle Falls Pl Tampa, FL 33619-9620

  
• 

  Leaf Home Water Solutions, LLC

  9701 Dessau Road, Suite 600 Austin, TX 78754

• 

  Leaf Home Water Solutions

  116 54th St SW Ste 116 Grand Rapids, MI 49548-5795

  

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:02/17/2023

  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 purchase was 6/22/21 cost was$5271.00 job no *********. installation of water conditioner 1.0 system to solve hard water issues with imf filter 1.5 to remove all iron from water. this system has not worked from the start the water has been tested by 2 other water companies and (raw water 7.2 ph/15 grams hard pr gal/1.5 iron) (through equipment 7.2 ph/20 grams hardness/1.5 iron) therefore the water is worse coming from the machine. I have had to purchase water to use for drinking, coffee and also to wash my hair, I'm double paying for water. the dishes and utensils as well as the sinks and toilet have a lime film and iron on them, all of these issues has started since this system was installed, with the previous softener system we didn't have these issues. I do not believe this system was designed for use with a well. I have called the company on several occasions to fix these issues with no satisfaction, (the service technicians were considerate) but said everything was working properly, if so why is the water worse coming out of the machine than coming straight from the well. I would like this system removed and all of the cost refunded.

  

  Business Response

  Date: 03/01/2023

  Services have been scheduled for 3/2, with an arrival time between 10 AM and 2PM.

  

  Business Response

  Date: 03/07/2023

  [BBB transcription via email]

   

   

  Services were completed on 3/2.

   

• Initial Complaint

  Date:02/10/2023

  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.

  Had system installed and it apparently not removing iron as it had when first installed. Since November 2022 we have been having issues. Called for service and someone finally came out January 17 2023. Said to wait and let well settle. He couldn't test water because he did not have test kit so he :tasted it.
  Said it's seems fine call if it doesn't get better or gets worse. Called end of January. Keep saying they have my ticket but with only 2 techs can't quickly come this far. Everyone he says they should be out. No call no show. Called main office, put complaint on Trustpilot but just get " thanks for bringing to our attention, someone will get back to you" they had no trouble coming quickly to sell the system and put it in. Now we are left with yellow water that smells.

  

  Business Response

  Date: 02/15/2023

  Services have been scheduled for 2/21, to be completed by the end of the day.

  Customer Answer

  Date: 02/15/2023

   I am rejecting this response because:
  They have made appointments before and did not show up. The one time they did cone out they told me to "wait and see" if it clears up. 
  I will  not accept the response until after they actually show up and fix it.

  Customer Answer

  Date: 02/21/2023

  [BBB Transcription via Live Chat]

  I rejected the previous response because I figured they would not show up regardless of what they said. Same reason for rejection. They do not service. They do not keep appointment. They di not communicate

  They have made appointments before and did not show up. The one time they did cone out they told me to "wait and see" if it clears up. 
  I will  not accept the response until after they actually show up and fix it.
  

  
  

  

  Business Response

  Date: 03/01/2023

  Services were completed on 2/28. This matter is resolved.

• Initial Complaint

  Date:02/07/2023

  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 am "cutting and pasting" an **mail my friend ************************* ****************************** wrote for me to this company. My first call to them was Monday, January 23, 2023 after the **mail was sent on Saturday, January 21, 2023. When I called them I was told that the check for $100.00 was mailed to me on Sunday, January 22, 2023. I never received it.2/6/23 I called them at 3:30 to follow up and was told "We will follow up on this and get back to you." I feel so lied to after purchasing and paying off this expensive water treatment system so that is why I am filing a complaint with you. I need and appreciate your help with this. Below is the **mail my friend sent them which will detail the problem. I thank you sincerely in advance for your help with this. Sincerely, ***************************** I am writing on behalf of my dear friend, ***************************** who recently purchased a new water softener from you $3,036.00 in December 2022. I was angry to learn that when he had your system installed, your installer had the audacity to ask him for $100.00. Really? After he paid $3,036 dollars for your system?And if thats not enough, this private contractor not only asked him for $100 but left a complete mess in his driveway of salt. I know. I saw it when I pulled up. Salt strewn the length of his driveway. And, this contractor, whoever he was, not only took the $100 but left a huge mess in his driveway when a bag of salt he was carrying ripped open. I asked my friend, Why are you paying $100 for the removal of your old softener and for the installation of the new one? That should have been included in the over $3,036 dollars you just shelled out to them? ****************** talked to ***************** on 12/20/22 at 9am to ask for this $100 reimbursement. Well, thats over a month ago and still NOTHING. ****************** is a kind and patient man and that is what makes me the angriest here that you are taking terrible advantage of him. - *************************

  

  Business Response

  Date: 02/10/2023

  The refund check was sent on 2/9. Please allow **** business days for delivery. This matter is resolved.

• Initial Complaint

  Date:01/20/2023

  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.

  Product: Leaf home water softener and purification system.
  **** ********* ****** ***** *** ***** ***** ** ***** Company: Leaf Home Water Solutions LLC
  Date of purchase: 01/10/2023
  Date of installation: 01/11/2023
  Price: $6000
  Financed from: ******* ******* ******** ***
  Ph: ************ option 4

  

  Business Response

  Date: 01/26/2023

  Leaf Home Water Solutions has attempted to address the
  customer’s issues; however, the customer is refusing to allow us to inspect or
  service the product. The customer is demanding that the product be removed. Leaf
  Home Water Solutions Is willing and able to service/inspect per the Leaf Home
  Water Solutions Limited Warranty and our contractual obligations per the agreed
  upon contract, signed on 1/10/2023. Leaf Home Water Solutions has found
  customer’s request for removal and refund premature and unwarranted. The customer
  is refusing to work with us in good faith; therefore, we cannot reach
  resolution. This matter is resolved.

  Customer Answer

  Date: 02/27/2023

  [Consumer filed duplicate complaint]

   

  Problem:
  We installed a water treatment and purification system from Leaf Home Water solutions and financed through ******* ******* ******** *** on 11th January 2023. Since the day of installation, the water from the purifier system was foamy and the faucet which installed was leaky. Leaf Home Water solutions, sent their service people spanning weeks after weeks doing experiments to resolve and failed. To date the issue is not resolved. We already lodged complaint against Leaf Home Water solutions with this service company which has a business relationship with fraudulent Leaf Home Water solutions. Their responsibility ends showing the test results only. What about the clean visibility of purified water which they promised. Foamy, oily residue layer in the water and a leaky faucet was never disclosed. We cannot continue with this item and are seeking consumer right to return the item. We are still buying drink water since 11th January 2023. Now we are being hostage with this system installed and not able to other options. Basically, Leaf Home Water solutions has sold a faulty system to us and this finance company is promoting this fraudulent business where we along with many others are victims where customer satisfaction is never a priority/concern and they are forcing us to make payments for a system which does not work as expected and Leaf Home Water solutions is not able to fix and the company itself does not care about customer service/satisfaction. Leaf Home Water solutions business is to sell a low quality product and force the customer to keep it and pay for it. This finance company traps the customer with payment agreements and gives no way to get out of this agreement/situation. With this faulty equipment and horrible customer support we are not willing to pay $6000 and face these situations years to come. The only solution they are providing is - they cannot fix the issues and Leaf Home Water solutions will not take the equipment back and we have to pay.
  
  
  Desired Outcome:
  Able to return the item and cancel purchase.

  

  Business Response

  Date: 03/08/2023

  As previously stated, The customer is refusing to allow us to service the product. Please see the timeline below for our interactions with the customer.

  We installed a STO Combo
  (Softener and Carbon taste and odor filter) and Reverse Osmosis System on
  1-11-23.

  On 1-13-23, customer
  complained of slow drip. Asked if we could look at it over the weekend.
  On 1-15-23, installer
  determined that there was a water pressure issue. Due to the time late in
  the day, a new service was set to fix the issue. Tentatively set for
  1-16-23
  On 1-16-23, installer
  revisited customer’s home to address the leaking faucet and water
  pressure. All water tests taken pre and post. System was working and
  customer signed service ticket. At this visit the head on the RO system,
  was also replaced. During this service, it was found that the city turned
  off the water and issued a boil alert. Customer stated they were turning
  the bypass that we installed back and forth because they thought the
  reason for no water was due to our softener. We ran the water out of the
  holding tank for the customer but could refill due to the shut off by the
  city. Customer agreed to have installer return.
  When the city eventually
  turned the water back on, the customer had everything off on the bypass
  and claimed our system was not working. The test results were shown to the
  customer that the system is indeed working.
  Customer called in on
  1-19-23. Customer states when system is in bypass, she gets water, when
  system is not in bypass, she gets no water. Declined service and asked for
  refund and removal.
  On 1-19-23, customer
  called again asking for refund and removal. Service advised her that she
  would have to speak with the local office to address her concerns and
  stated she would only speak to them if they were coming to remove. We
  explained to them that due to the chain of events with their water being
  shut off and the customer turning their bypass back and forth that we
  would be happy to come back out to make sure everything is set properly.
  Customer rejects offer.
  On 1-20-23, contacted
  customer to try and set a service. Customer wanted a guarantee in writing
  that if we come that will be the last service visit ever. Customer was
  explained, that per the signed contract Section F., the customer has a
  Workmanship Warrant Guarantee in writing, that should they ever need
  service we would accommodate. We cannot however, put in writing that a
  certain service call for an appliance would be the last one ever. Customer
  again refused service.
  On 1-26-23, customer
  wrote to our Support Team, that no one following up with him on his
  complaint and that he is currently buying filtered water from the store.
  Customer will not allow us to service and a removal is not warranted.
  On 2-1-23, customer
  calls in asking for removal and refund and if not accommodated today, they
  will have the system professionally removed.
  On 2-6-23, a service
  call was made again, and the test results showed the system is working .
  At this service customer complained of foamy water. They were explained
  that the bubbles they were seeing is completely normal with their reverse
  osmosis system and bubbles dissipate after time. Customer signed service
  ticket.
  On 2-16-23, customer
  called again complaining of bubbles water and faucet is leaking again.
  Customer not willing to allow us to service. Only wants removal and
  refund.
  On 3-1-23, Customer
  opens new BBB complaint. Spoke to customer and service has been refused
  again. 

  Our system is working as intended. A Workmanship Warranty is
  offered on the signed contract.  Due to all tests results showing the STO
  Combo and Reverse Osmosis System is working a removal and refund is not
  warranted. Leaf home Water solutions is willing and able to service/inspect per the warrant and contractual obligations. We are unable to reach a resolution with the customer until they allow us to service the product.

  Customer Answer

  Date: 03/09/2023

   I am rejecting this response because: 
  
  
  My family refuses to drink that foamy water and Leaf Home Water solutions cannot force us to do that. During the sales pitch, the rep never mentioned about the foamy water. If he did that we would never went for that. If that is normal, why they replaced the R.O in the first place trying to resolve that. Where was the disclaimer for that.
  

  Now they are accusing us that we tampered with the product. In reality we never did anything close to that. I am really feeling disgusted talking to them anymore. 
  
  Above all, leaf home water solutions have lost our trust completely, knowing that their representatives stoop down to lying saying customer tampered with the system where we never did that. 
  
  
  No foamy water and no leaky faucets. There will be no exceptions. They cannot force us to accept a product against our wishes. If they think, they can resolve these issues in the next service call, they are welcome to do so. We never refused any service call, but we refuse to put ourselves to be their part of trials and experiments. Let them finish that in their labs and deliver a fully functional and working product. If not, they should un-install their product, restore the water connections including fixing the hole in the countertop they made. I hope we made ourselves clear on the requirements. 
  
  Attached the Email conversation in this regard. FYI, Leaf Home Water solutions stopped communicating with us after my response. 

• Initial Complaint

  Date:01/20/2023

  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 was told that I would get zero payments for 12 months. So I agreed to that just to find out after talking to the loan company that its only 3 months and not the 12. And I told the sales person that I couldn't afford the system at this time. Only reason I accepted the deal is because I was told I had a yr before I had to start paying

  

  Business Response

  Date: 01/24/2023

  The customer wanted to move forward with the project by
  using the financing that we offer through ******* *******.  The finance
  application went under review and ******* ******* came back with a counteroffer
  which the sales rep explained to the customer, and he accepted. The customer
  signed the loan documents via DocuSign in the home at the time of the sale agreeing
  to the terms of financial agreement.  This matter is resolved.

  Customer Answer

  Date: 01/24/2023

   I am rejecting this response because:
  
  
  Thy only told me that the interest rate changed and that the monthly payment would be little higher  then they originally quoted.   They did not disclose that  I no longer had a year of interest free payments instead of only the 3 months of no payments

• Initial Complaint

  Date:01/15/2023

  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 financed a home water treatment system from leaf home water system and upon installation there has been water leaking under my home and on the side of my home where system has been installed. After leaking for weeks it has created a large hole in on the side of my home from where the water is pushing up from underneath. I have called multiple times and have emailed asking for the system to be removed from my home I have not received any communication in response to my request as there is still a hole on the side my home and lawn damage to myself and to my neighbors yard due to the leaking water system. I had this system installed October 28th 2022 and the has been leaking since that time On December 22nd 2022 Texas had a hard freeze which cause the leaking water and the water in the pipes to freeze. I was told that the repair to the system wasn’t covered under their limited warranty. I let them know that because of faulty installation in the first place is why the pipes were susceptible to freezing and that it should be covered and repaired. If not then come and remove the system from home. I don’t feel as though I should pay for a system two times over when I haven’t had it for 90 days and due to being poorly installed has created even more financial problems for me.

  

  Business Response

  Date: 01/19/2023

  Services have been scheduled for 1/25, to be completed by the end of the day.

  Customer Answer

  Date: 01/24/2023

   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:01/12/2023

  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 bought this system on 5-25-22 for the amount of $3624.95. We did not qualify for a salt free so the salesman recommended the salt system due to the hardness and iron in our water. We agreed based on his findings. Installation was done that weekend. The next day we started getting a rotten egg smell from the faucets and it got worse as theme days went on. Called service and they came out checked it and said nothing wrong. By the way I have a brand new home with new pipes new well and new water heater. They told me I needed the rod in the water heater replaced since it needs to be aluminum or titanium rod. We were not told that before we bought it. So I paid $300 for a plumber to replace my water heater rod. The smell did not completely go away but did go away a little bit. So the company decided to upgrade my system at no cost to me which I am thankful for. I had one tank and a brine and now I have 3 tanks and a brine. Brine tank keeps filling up to high levels and using way more salt than was told for only two people living in a 1750 living square foot home. Each time the come out it’s a different reason on why this did this or that did that. I still from day one have cloudy water. I have made 2 or 3 calls about it and I get the technician telling me oh I flushed it out and it needs a few days to run through. Last time was it must be your hot water heater. Even though it’s cloudy on cold and hot. I called the plumber to come out and check the water heater, plumber said it’s not water hearer. The water heater has been bleached already when the new rod was replaced. I called on Monday to complain about the cloudy water again and the manager told me might need another carbon tank but he will schedule tech to come out on 1-12-23 at 8am. I waited til 9:47 am no one came. I left message and texted manager asking for a refund and removal of system. I have not heard back. I believe I have been very patient with them. I may need to get a lawyer if this does not resolve.

  

  Business Response

  Date: 01/23/2023

  Services were completed on 1/12.

  Customer Answer

  Date: 01/23/2023

   I am rejecting this response because:

  Yes service technician came out to check system at 1pm when I was told technician would be there by 8am. States their is nothing he can do about the water looking cloudy, unfortunately it is the air injection system. Can not fix that. I still have the system that I’m still not happy with. I do not like the fact that the water looks dirty when it comes out but apparently I don’t have a choice. Your company advertised clear water and it’s not true. So it’s false advertising on Leaf Home Water. 
  
  
  

  
  

  

  Business Response

  Date: 01/31/2023

  Services have been scheduled for 2/7, to be completed by the end of the day.

  Customer Answer

  Date: 01/31/2023

   I am rejecting this response because:
  This is not resolved all they have done is set up another appointment to come out and try to resolve this problem. This happens every time I make an appointment with them. This complaint will stay open until after 2-7-23. I will response again once the appointment is over. I will update BBB on resolution. At this time I am not accepting there response due to it is not complete yet. 
  
  

• Initial Complaint

  Date:01/10/2023

  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.

  We purchased the water equipment with the expectancy to get water softener, besides better drinkable water on 7/29/22 and was installed on 7/31/22, the same week we noticed a big change in the taste of the water that was coming not just from our fridge but from the sink faucets. It was very salty and bitter; we were not able to drink it. We called right away the sales rep and notified the service department so they can come and resolve the problem. It has been over 5 months and the issue has not been resolved yet. In these 5 months several employees have come to adjust the settings, but *** keeps being higher than normal. They installed a filtration system at the top of our fridge but it's clear that it's not doing anything. Last person that was here was an Independent Contractor that adjusted the settings again since they were incorrect according to the work order and *** was high. We have called several times to escalate the problem to Corporate; however, no one from Corporate has had the courtesy to give us a call back, they keep referring to the local Managers. One time when the Installed Manager(*****)called me back, he offered me $700 very unprofessional. Finally, the Regional Manager called us ******* ******, we asked him to remove the equipment since definitely is not doing what we were told(removed the hardness of the water, unpleasant taste). Since we purchased this system, we have been spending money to buy bottles of water which is unaacceptable. They are giving a circle to this matter(between ***** and *******). Last time my wife talked to ******* he said that he would send ********* to walk him through to adjust again the settings, but the only thing ********* did was more testing(*** was high) and taking some water for further testing. At this point we are demanding that this Company remove the equipment and refund us the money back. Not to mention we learned that the system uses more salt to clean itself hence the water is salty(not aware of this)

  

  Business Response

  Date: 01/23/2023

  Per previous services and inspections, the STO system is installed
  correctly and working as intended. As a sign of good faith, we installed an
  ultrafiltration system for their refrigerator at no charge to the customer, for
  their drinking water. The customer claimed that the water from the unit tastes salty.
  The PH level of the water is 7.8, which is in normal range as it is neither
  acidic of alkaline. Additionally, multiple representation from Leaf Home Water Solutions
  tasted the water and did not taste the saltiness in the drinking water as stated by the customer. The customer's grievances with the product is that they believe it should taste like
  the bottled water they drink which is a PH balanced water. For customer
  satisfaction, we have offered to install a Reverse Osmosis system, however, the
  customer has refused due to not liking the tank or the appearance of the
  faucet. Leaf Home Water Solutions has found that the customer’s request for
  removal and refund is premature and unwarranted, as the systems are installed
  correctly and working as promised. This matter is resolved.

  Customer Answer

  Date: 01/23/2023

   I am rejecting this response because:
  
  
  We are no asking for anything free but removal and refund of the money, even with the filtration system that they installed above my fridge, the water is still salty and bitter, as I did mention previously the last person that came here ********* confirmed that this filtration system is not doing anything at all not to mention that one more time the *** was high as he did mention as well.  Based on their advertisement(attached) "clean water you can feel good about drinking is over exaggerated.  There is no assurance that the RO machine will work, not to mention that more drills to my wall under my countertop will be added as they did with the filtration system

  We had an independent Company that did test the water and verified that we still have hard water and the *** for drinking water needs to be in the range 0-50, it was 172 and the water out of the sink faucet was 372. This is the reason why we are rejecting the fact that this has not been resolved.

  

  Business Response

  Date: 01/31/2023

  Leaf Home Water Solutions stands by our stance that all
  contractual obligations have been met. The systems have been installed correctly
  and are working as intended. The water tests have shown that the water levels
  are within manufacturer’s standards. Leaf Home Water Solutions has found
  customer’s request for removal and refund to be unwarranted. This matter is
  resolved.

  Customer Answer

  Date: 02/03/2023

   I am rejecting this response because:
  
  
  The matter has not been resolved as of yet. It's obvious that the Managers besides handling this in a not professional manner, Leaf Water is in denial about the fact that the equipment is not properly working or doing what the Sales Rep told us that it would do it in regards the taste of the water. Again, the water from our fridge was tasting better before this equipment was installed. Not even with the third-party vendor that they sent is working correctly, which confirm one more time that if they hired someone else to fix the problem, they lack knowledge on how their own product works. Last time that one of their representative was here, he just limited to test the water,; however per previous conversation with ******* ******, Regional Manager he was supposed to walk him(*********) thru to one more time make more adjustments, did not happen. If they don't want to remove the equipment, I'm demanding from them to disconnect this system from my water pipes, so I can have drinkable water. I, as a costumer has the right to make the request in leu of misrepresentation. Unfortunately, I'm one more of the several customers facing this situation. It's not acceptable that out there, this type of Companies keeps lying and taking advantage of the consumers.

   

• Initial Complaint

  Date:01/07/2023

  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.

  We had the Leaf Home Water Systems installed in October of 2022. We checked with several water filter companies and decided on Leaf Home Water Systems after reviewing their complete system operation and feeling it would provide the best pure water for our home. This is our second home, however, my parents live here full time. Mt step-father, who is approaching 80, spoke with the sales man and the installers. He was advised the best location for the system was the side of the house where the main water line fed in from the meter. We had the system installed and paid in full, as by paying in full this would include a 7 year warranty on the system. On Christmas, the weather turned cold, got down to *********************************************************** water pressure. My step-father checked all around the house and found the filter housing spraying water everywhere and he by passed the system. He called the company to report the issue and request repair. When someone finally came out a few days later, they stated they would need a part and had to go pick it up, location is an hour away. He never returned. We have called several times and are now being told the repair will not be covered as it is an act of god and they do not cover those. They told us the ** light portion froze and caused the damage. We said it makes no sense as they installed the system outside of our home and their equipment should be able to handle the weather otherwise why would they install it outside of the home. They have told us 4 times now they would discuss with installers and get back to us. We have not received anything at this point. This has been going on for over 2 weeks now. We reviewed their website and found access to the electronic version of the owner's manual. After we reviewed, we found a notation that the system will not operate under 40 degree temperatures. We were never informed of this prior to installation. If we were, we would not have paid out $8000 for the system.

  

  Business Response

  Date: 01/20/2023

  Services have been scheduled for 1/26, to be completed by the end of the day.

  Customer Answer

  Date: 08/21/2023

  [BBB - Received response by phone.]

  It took awhile longer (February/March) for the business to make the repairs.  The matter is now resolved.

• Initial Complaint

  Date:01/04/2023

  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 had this system put into our house April 2022. Have salty water and odor. Was told that this system would take care of that and would be able to drink our water and not buy bottles any longer. Have small reverse osmosis system. Salesman seen it ck water pressure all good. Was told it was maintenance free we wouldn't have to add salt but 1 a month or every other month. Have installed within a month call for service. RO system isn't working correctly still can't drink water going thru salt like crazy. Tech comes out adj salt intake cks water pressure. Water pressure too low. Does adj on system leaves. Within month called back out. RO system still not working correctly, keeps getting plugged Bought new part for our RO system as well. Told by tech our water pressure isn't enough for this system we would have to call out a plumber to adj our water pressure thats not their job. I refused. I had paid 6300 for system. Put 1300 down and had pd 700 already in payments. I called the company said I just wanted out from under the contract and they could keep the 2000 I already pd. Was told can't do that its all or nothing. Went thru 2 supervisors with the last one telling me the above. He said I could buy their RO system cuz mine wasn't compatible with their system. I kept complaining until finally this same supervisor told me he would ck with corporate and get back with me. Asked when to expect a call. He had no definite answer but assured me I would hear something. I've heard NOTHING since Aug 2022. This company sucks. Customer service sucks. WOULD NOT RECOMMEND THIS SYSTEM TO ANYONE!!! only resolution we want is out from under this contract. Keep the 2000 I already pd and give back 4300 to the finance company and get ur shit out of my house. I should have been told from the beginning that my water pressure and my current RO system wasn't compatible. I would never have purchased this system had i known. It's a con game and junk system. Give neg stars

  

  Business Response

  Date: 01/18/2023

  Leaf Home Water installation manager spoke to the
  customer on 1/9/23 about setting up a service appointment and the customer
  stated he would speak with his spouse and call us back. We left voice messages
  on 1/12/23, 1/13/23, and 1/17/23 and sent an email on 1/13/23 for follow up. As
  of 1/18/23, we have not heard back from the customer. Leaf Home Water is
  willing and able to inspect and  service purchased product once customer
  calls to schedule the appointment.