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

  
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  Leaf Home Water Solutions

  1810 S Lynhurst Drive Indianapolis, IN 46241

  
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  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:01/03/2023

  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 November 2, 2022, ***** a salesperson for leaf home solutions came out to my home. An appointment that I had forgotten about due to having a sub-contractor in my home working on putting tiles in my bathroom. ***** never stepped foot inside of my home and I expressed the fact that I wasn't in the right state of mind to be getting into anything at the moment. He stated that the cost would be much less than what it turned out to be, he forged my income to get me approved. Also open my emails and said just sign here and I trusted him being that I was going back and forth because my eyeglasses were inside the house. Financing was to be through ***** ***** and it's not. ***** knew that me being disabled and him being from *** he used that to make the sale by any all means necessary. Although I kept expressing that I would just buy one at **** ***** or online. The moment he saw me talking with my son, yes that was when he really knew that my mind wasn't right. My son is mentally ill and charged with murder. Would you have been okay. I have been calling since the very beginning and everyone has been just passing the buck from ***** to a **** and the best part was ** the tech manager when he's high on cannabis the ******** comes out. They are all SCAMMERS from sales to customer service. No one returns calls. We drank water that wasn't per their tech manager **. Yet my other half needs a liver transplant and I myself have kidney issues, so I definitely need drinkable water. We also have a 9 yr. old in the home. No one will return our calls and the system remains the same. Like I was told by ***** at customer service in cooperate at least that's where she states she's at in ****, prior to that she was out of *******. I have been told that it was going to be written off but then no response from no one.

  Customer Answer

  Date: 01/10/2023

  [BBB transcription via duplicate complaint; see attachments]

   

  "Have been trying to come to a resolution being that I was scammed by the salesman on 11/2/22 when he showed up unexpectedly to me because he didn't give me a call or anything. I had no idea what he wanted at that moment being I was having work done inside of my home. Honestly, I wanted the work inside wrapped up being my home was a crime scene the end of August 2022. ***** the salesman falsified my income, said I was going to pay $5800 with the 25% discount. That I wouldn't have to worry about regenerating the system because it did it on its own, not true. Requires salt something that I definitely didn't want because like I said we have health issues. Which we expressed to him as I was coming in and out of the house. I even told him that it wasn't a good time and he said outside was okay. Installation was on 11/3/22 and after making several calls to customer service ** came out on 11/29/22 @ 1650 and stated that water was not drinkable. Really, we had been drinking the water for weeks. Call customer service their reply was it fixed now. Had to call again water problem still not fixed. Its 12/7/22 ** and ******* (field manager) to come out. The manager was a no show and ** showed up @ 1700 alone (stoned/high) reported, they laughed. Water still not fixed I'm calling again water problem not fixed and nothing is being done with how the sale was handled but I was promised salt, 50% off of the price by *****. All of this was said 12/16/22 due to all of the inconveniences. Oddly enough He doesn't answer, return my calls or anything. It's gotten to the point that the call reps. *****, ****** and ******** that they won't even schedule appointments using the excuse that someone from corporate will call by the end of the day, which no one ever does. It stays in the branch level like ******* **** said this morning prior to hanging up on me. On 1/5/23 ******* (manager) and **** (tech) came out and again the system had to be reset the trash can with salt had to be emptied out."

  Desired resolution: "Refund; Refund or I'll agree to the 50% off of the $5800 Liver transplant/ Kidney issues real serious health problems ."

  

  Business Response

  Date: 01/18/2023

  Customer contract was completed and customer received all
  manuals and demonstrations for maintaining purchased systems.  Leaf Home
  Water inspection completed on 1/6/23.   Inspection findings were that
  the water and systems are working within manufacturer’s specifications. 
  Additionally, we found issues with hot water tank, anode rod and tank itself
  which were pre-existing and unrelated to the products purchased from Leaf Home
  Water. Customer has been recommended to have a hot water tank expert inspect
  the tank. Leaf Home Water is waiting on customer to provide the third party
  inspection of their hot water tank for review.  Until Leaf Home Water
  receives the inspection report of the hot water tank, this matter is considered
  closed.  

  Customer Answer

  Date: 02/01/2023

   I am rejecting this response because.

  The response is false ******* (field manager) and **** (tech) came out on 1/5/23 and ******* said he'd replace the anode rod on 1/10/23 but never came back. He's been avoiding talking to me just like everyone else. On that day he assured me that this time it would be installed accurately and would operate properly. He apologized for the rod but never came back, last we spoke he said he could do but so much. Understandable he called Brian from my phone on 1/5/23 and he hung up on *******.Not run professional at all and they don't take responsibility for their wrong doings at all. Instead, they ignore the customers.

   

  
  

  

  Business Response

  Date: 02/02/2023

  Leaf Home Water completed inspection.  Inspection
  showed that the system purchased from our company is working as intended. 
  Customer issues of cloudy warm/hot water and sulfur smell are due to the anode
  rod in their hot water tank.  Leaf Home Water does not service nor replace
  Hot Water Tank components and this was discussed with the customer during the
  service.  Leaf Home Water requests customer have hot water tank inspected
  by the company that installed the hot water tank and provide the their
  inspection report before the next service can be conducted by Leaf Home Water. 

  Customer Answer

  Date: 02/02/2023

   I am rejecting this response because:
  The anode rod would of never went bad if the system would have been properly installed. How about honoring what has been promised? Did ******* forget about the conversation that took place and **** as well. Obvisiously it wasn't the rod to begin with, but you need an excuse to avoid responsibility. Like ***** said at the customer service someone will get back to you within a day. It's just passing the buck until a customer gets tires and deals with an outside plumber and ruins their credit. They have terrible reviews and horrible service.
  
  

• Initial Complaint

  Date:12/30/2022

  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.

  Extremely dissatisfied. There is too much to list!
  Untruthful representation from the salesman to the installer, repairmen, to the ****** company and management. NOTHING I was told was the truth. They claim I have salt water in my house, ice, etc., due to flushing the toilets during regeneration (which we tested and its not the case) and you should be able to flush your toilets. I still have egg smell. I was told the regeneration system drained a small amount of salt water that will kill a small spot of grass. It drains something like 50+ gallons. I had to put a French drain in. They said all parts are made locally and you never have to wait for parts. Not. They said all service is within 48 hours. No. They stated that the unit, tank, pipes, etc. was insulated and will be fine outside. No. It froze and cracked. It then caused my well and bladder to freeze. They bi passed the system, said they will be back to fix it (they will take care of this) and never came back or called. They stated my bladder switch was acting up so I called a plumber that cost $300 only for the plumber to tell me there was nothing wrong with the switch and that it was due to their unit freezing. This unit sits on the outside of my garage. If needed it could have been installed on the inside wall, as well! I had to call the office to let them know that no one has been back to fix the unit, there was no follow up. He stated that he will get back to me, would not tell me when, because they will not be coming back out to any of the many homes needing repairs until he gets a call from Corporate to tell them how to fix the units so this won't happen again. He then calls me today at closing time and tells me it will cost me $2450 to replace broken parts (of which they have not come to assess) on a brand new unit that was suppose to be fully warrantied with not a word about "how they were trying to figure a way that this would not happen again." That was their reasoning for the delay yet they will charge you THOUSANDS more with no stated assurance the unit will not freeze again. His response was to call my insurance company. So my insurance can go up? So I can pay the deductible IF it is covered? So I can call them every winter when this happens again? I was told to call Corporate. Now I have to wait 3-4 more days for them to call me back as they are now closed. I don't write reviews! I had to let everyone know as this system cost over 7 THOUSAND dollars, it does not work, they do not honor their work or warranties, etc. By the time I get a call back from Corporate it will be at least if not over two weeks of no service which will cause more wear and tear on my appliances due to the hard water. I will contact an attorney, the BBB, file with the State for unfair and deceptive practices. I want them to take their unit, repair my house and give me my money back.

  

  Business Response

  Date: 01/06/2023

  At the time of installation, we offered to put our system in
  the customer’s garage or on the outside of the garage, and the customer
  requested us to put the system outside of their garage. The customer
  experienced an unusual freezing weather pattern in their area, and this is
  expressly mentioned in the warranty. The warranty states “the warranty shall
  not apply to instances of damage due to act of God, misuse, incorrect operation
  or modification of product, accident, fire, flood, freezing… etc..”
  
  The customer’s request for full refund/removal
  has been found to be unwarranted as issues are not covered under warranty;
  however, our company has offered to replace and repair the customer’s system at
  cost, and the customer has denied this offer

  Customer Answer

  Date: 01/09/2023

   I am rejecting this response because:
  
  
  The salesperson and installer stated that they can install the unit anywhere. Our first choice was rejected by both as there was not a water source and they would rather not dig. We asked several times if the unit would be fine outside in ALL types of weather and was repeatedly reassured that the tanks were insulated and weatherproof and that they put the units outside all of the time. They stated that all they needed to do was cover the LCD display-which they came back to do, after reminded that they hadn’t. Should there ever had been a chance that the insulated unit would freeze and break it should have been stated and the unit would have been put in the garage or even enclosed, as the well blatter sitting right next to it is. To date, we have not received one phone call back after multiple messages, after the main office asked us to call Corporate. This request was given after the main office finally responded and gave a dollar amount without even knowing what has broke-which are the “insulated parts” yet quoted almost $2600 to repair the unit that is a few months old. We were told ALL parts and labor are covered for several years. The repair amount quoted is well in excess of cost. Both the office and Corporate have also not adhered to their 48 hour repair and or response timeframe stated. The main office attempted to blame us for not letting our faucets drip during the cold weather, which we of course did. He also stated that they would not be coming out to repair the unit until they heard from Corporate on how to fix this issue correctly so it doesn’t happen again. This comment implied what the salesperson and installer said- that they would be back to fix it. This complaint also includes the fact that they tried to install a $7000+ unit with an extension cord. We had to put in a French drain. When calling Corporate for the third time we received an apology as SHE could not even reach anyone to return our call. Reminder- this situation started several days before Christmas and they have just responded via BBB. We have no faith in this Sytem or the company. We want the unit removed, and reimbursement. We are prepared to move this forward with the State and with legal means. 

  

  Business Response

  Date: 01/18/2023

  Leaf Home Water's installer was at customer's home on 1/18/23 for service. We replaced the UV system and moved the customer's water system into the their garage. Customer is satisfied and signed the service ticket and the water system is working as it should. 

  Customer Answer

  Date: 01/23/2023

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory. Thank you for your assistance in this matter. 

• Initial Complaint

  Date:12/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON WEDNESDAY DECEMBER 21ST THE TEMPERATURE DROPPED DRASTICALLY FROM 62 TO 19 WITHIN A MATTER OF ONLY A FEW HOURS. I WAS IN ******** FOR A DOCTOR'S *********** AT 1P BUT LEFT HOME ABOUT 1130A DUE TO POSSIBLE TRAFFIC PROBLEMS STEMMING FROM ANYTHING HAPPENING ON LAKE ********************* BRIDGE. BY THE **** I GOT HOME AT 330P MY WATER HAD ALREADY FROZEN. TRIED EVERYTHING I'VE DONE BEFORE BUT AS OF SUNDAY DECEMBER 25 I STILL HAVE NO WATER COMING INTO MY HOME. PLEASE HELP.

  

  Business Response

  Date: 12/28/2022

  Due to the winter storm weather and cold temperatures the customer had issues with their pipes and ********************** freezing at their home.  We spoke with customer and they stated everything is back to working again. Our system is working as it should. 

• Initial Complaint

  Date:12/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction : 03/04/2021
  Amount Paid: 8,900
  Leaf Home Water Solutions (LHWS) is committed to providing well water filtration system that removes tannin, Water IRON Hardness, Manganese, Hydroclrozen Sulfide contents
  Dispute:
  LeafHome Water Solutions (LHWS) Installed a Well Filteration System that takes removes Iron, Manganese, and Hydrclroyen  Sulfide filter. 2. Iron Hardness and Tannin Filter Compo. After a year starting in July 2022, we are getting water yellowish.  We filed a complaint and LHWS serviced, yet the problem is not fixed. After almost four months of maintenance visits and tests, LHWS confirmed the system LHWS  installed cannot treat the water on Dec-5th. LHS has yet to remove the filtration system also not given a refund. While putting my family at health risk due to this contaminated/unfiltered well water. 
  It failed to treat the water after a year and the products are with in warranty

  

  Business Response

  Date: 12/27/2022

  We have reached out to the customer and have offered to add a free bleach system. We have put in an order for the bleach system and it will take a few weeks to get in. Once we have the product, we will set up an appointment to go out to the customer's home and service their system.

  Customer Answer

  Date: 12/28/2022

   I am rejecting this response because:
  
  
  Today morning the company representative reached out and offered the new "free bleach system" , however i have been reaching the same representative last few months and did not hear any offer and any suggestions. All I heard was he is waiting to hear from  head office or his manager. After BBB complaint LHWS offering new "free bleach system" not sure what it means and how it works also not clear how long this would work. Is it a new system or additional component. When they offered the service they mention the current system is more than sufficient to treat the water , now they are saying something different. I don't believe them so i request a full refund and removal of the their system ASAP.
   
  

  

  Business Response

  Date: 01/06/2023

  Customer experienced issues after the hurricane in 2022 in their area, and this is expressly mentioned
  in the warranty. The warranty states “the warranty shall not apply to instances
  of damage due to act of God, misuse, incorrect operation or modification of
  product, accident, fire, flood, freezing… etc..”
  
  Customer’s request for full refund/removal has been found to
  be unwarranted as issues are not covered under warranty; however, our company
  has offered to a solution to use our "well bleach system" and a credit towards their account,, and the
  customer has denied this offer. 

  Customer Answer

  Date: 01/09/2023

   I am rejecting this response because:
  
  
  I have not launched this complaint without giving reasonable time. I have given close to 6months of time to rectify. The issue first been reported in July-2022, They failed to rectify during until 19-dec-2022 . I was calling them weekly three times yet they did not come up with any plan or even acknowledge the fact that i am calling and the issue being addressed. Also they gave the reason as 2022 hurricane, there is no significant hurricane in 2022 in my geographic area that caused flood or property damage, more importantly the issue started even before peak hurricane season. That too they reason they gave implies hurricane hit only in my home and particularly Leaf Water Home filter solution. 
  

  

  Business Response

  Date: 01/18/2023

  Leaf Home Water solution has offered to install a well beach
  system and has offered the customer a credit as a sign of good faith. The customer has declined
  both of these offers. Leaf Home Water Solutions is willing and able to service
  the product per our contractual obligations. The customer will not work with us
  in good faith, therefore we are unable to reach resolution.

  Customer Answer

  Date: 01/18/2023

   I am rejecting this response because:
   
      I lost the faith in Leaf Water system who can provide a good service or the product to meet my basic need of having water filter system for my well that can provide consistent clean water. I  worked and given 6 months (jul to dec of 2022) time to fix the product that they installed. Also, I am hearing all these offer once i complain to BBB demanding refund. Since the product LHWS installed didn't work as they promised i demand full refund. 
  Thanks
  ****** 
  
  

  Customer Answer

  Date: 02/11/2023

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  
  

  Regards,

  
  

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

  

  Business Response

  Date: 02/21/2023

  As we know, customer filed a BBB complaint on 12/19/22 stating after four months of maintenance visits and tests customer is still
  getting yellowish water. Complaint below.
  
  Complaint Involves:
  Guarantee Or Warranty Issues
  
  Customer’s Statement of the Problem:
  Date of Transaction: 03/04/2021 Amount Paid:
  8,900 Leaf Home Water Solutions (LHWS) is committed to providing a well water
  filtration system that removes tannin, Water IRON Hardness, Manganese, Hydrogen
  Sulfide contents Dispute: LeafHome Water Solutions (LHWS) Installed a Well
  Filtration System that takes removes Iron, Manganese, and Hydrogen Sulfide
  filter. 2. Iron Hardness and Tannin Filter Compo. After a year starting in July
  2022, we are getting water yellowish.  We filed a complaint and LHWS
  serviced, yet the problem is not fixed. After almost four months of maintenance
  visits and tests, LHWS confirmed the system LHWS installed
  cannot treat the water on Dec-5th. LHS has yet to remove the filtration system
  also not given a refund. While putting my family at health risk due to
  this contaminated/unfiltered well water.  It failed to treat the water
  after a year and the products are within warranty
  
  Desired Settlement:
  Refund
  
  
  
  Customer signed a Leaf Home Water Solutions contract on 3/4/2021. At the time of sale, the customers water test results were as follows: pH – 8.1, Hardness - 13.3, Total Iron - .8, Copper – 0.0, Total Alkalinity - 315, TDS – 615, Ferric Iron - .8, Ferrous Iron – 0.0, Nitrite – 0.1, Nitrate 0.0, H2S Hydrogen Sulfide 0.1, Tannins Detected – Yes.
  Installation of an IMF (Iron, Manganese and Hydrogen Sulfide Filter), a TAN1.5 (Tannin Removal System) and Ultraviolet Light Rack System was on 3/8/2021. (These products sold were based on the water tests above).
  On 6/30/21, a service ticket was opened. Customer complained his pump was continuously pumping and that his salt level has not decreased in two months. It was determined at this service visit that the cord on is UV light and to the controller were damaged due to an electrical issue. He called an electrician to repair as that was out of our scope of work.
  On 7/20/22, customer called in to set up an annual check-up. There was no mention of yellowing water at this time by the customer. A new service ticket was opened for this check-up.  A link was sent to the customer via email for the annual check-up fee of $99.00. On 7/25/22, called customer and left vm as payment was never received. On 7/28/22, check-up was conducted even though customer had not paid yet. We replaced filter, bulb and sleeve on UV system and IMF was set to regenerate every 3 days vs. every 7 days. On 8/11/22, customer called and stated he paid. On 8/17/22, customer called in stating his UV is reading lamp failure.  Called customer on 8/23/22, still looking for payment before we came back out. We finally received payment on 8/23/22 and follow up check-up was set for 8/24/22. On this date, we reset the UV light and added an outdoor branded cover.
  On 10/11/22, customer called in to complain that his water is turning yellow. On or around 10/18/22, Install Manager *** ****, advised the customer the issues that he was having with his water was the result of a change in the composition of his well water and that our system was working as intended.
  On 10/28/22, customer called in again looking forward resolution with yellowing water.
  On 12/2/22, a new water test was conducted as customer continued to call in the local office.
  12/2/22 Test results show the following:  Untreated water the results were as follows: pH 6.8, Harness 15.8, Total Iron 2.5, Copper 0.0, Total Alkalinity - 276, Ferric Iron - 0.4, Ferrous Iron – 2.1, Nitrite – 0.1, Nitrate 0.0 (Tests above)
                                                                             Treated water the results were as follows: pH 6.8, Harness 0.0, Total
  Iron 0.2, Copper 0.0, Total Alkalinity - 257, Ferric Iron - 0.2, Ferrous Iron –
  0.1, Nitrite – 0.0, Nitrate 0.0 (Tests above)
                                                                             
  H2S Hydrogen Sulfide – 0.0 (see test attached above)
                                                                             
  Zero Tannins in treated water (see test above)
  On 12-19-22, customer opened a BBB dispute.
  On 12-29-22, customer was offered a bleach system which we believe would help with his yellowing water. You can see from the test results that our system is working. Yellowing of water was explained to the customer again that it is a change in the composition of his well water. It must be noted that Hurricane Ian went through ******* from 9/23/22 – 10/2/2022. The first time the customer called about discoloration was after the hurricane on 10/11/22.
  Customer sends BBB rejection below.
  
  
  MESSAGE FROM CONSUMER: 12/29/22
  
   I am rejecting this response because:
  
  Today morning the company representative reached
  out and offered the new "free bleach system", however, I have been
  reaching the same representative last few months and did not hear any offer or
  any suggestions. All I heard was he is waiting to hear from head office or his
  manager. After BBB’s complaint LHWS offered new "free bleach system"
  not sure what it means and how it works also not clear how long this would
  work. Is it a new system or an additional component. When they offered the
  service, they mention the current system is more than sufficient to treat the
  water, now they are saying something different. I don't believe them so i
  request a full refund and removal of their system ASAP.
  
  On 1-8-23, we replied to the BBB stating Leaf Home Water solution has offered to install a well beach system and has offered the customer a $1000 credit. The customer has declined both of these offers. Leaf Home Water Solutions is willing and able to service the product per our contractual obligations. The customer will not work with us in good faith, therefore we are unable to reach resolution.
  On 2/11, customer advised BBB they would like to go forward with a mediation.

  Customer Answer

  Date: 02/22/2023

   I am rejecting this response because:
  
  
  As per LHWS explanation, LHWS did not share the water composition details prior to installation or after the installation or during the issue.
  This is the first time I am seeing the results. Also LHWS agreement did not stat that they cannot treat the water if certain composition changes.
  Also LHWS seems  agreeing the fact that 

                 Customer reported discoloration well over four months before yet LHWS did not take any action 
                 Once Complaint made with BBB, LHWS offered a different system 
                 They made my family consume the same water for four months
                 I have emails with Mr. *** ***** ****** <********************************> dating back Aug-2022. 
                 I am also happy to provide data and time, the calls were made to LHWS. 

  
  I want them to take their system and refund. 
  

• Initial Complaint

  Date:12/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1 December 2022 I paid Leaf Home Water Solutions $3800 to install a whole-house softening and filtration system. I would like proof...via a water test...that the filtration system is actually removing harmful contaminants as they claim. All that needs to be done is test the water coming into the house (the city water supply) and test the water from the inside faucets after being conditioned by the system they sold me. Show me their filtration system is actually removing harmful contaminants. So far they have refused to do this. I would think this would be an easy means of providing proof of the value of their system, which cost me $3800. Prior to installation we had water that tasted fine, smelled fine, and we had no issues except for hardness, which has improved now that a new water softener was installed. The main reason I purchased the system was based on a water test done by the salesman. I requested that the company return after installation and do another test to compare results which hopefully would show improvement. They did another test which showed improvement ONLY in hardness...NOT water quality. When I complained to the company about this they cited EPA statistics of small amounts of harmful chemicals allowable in my city's water supply, and that a carbon filter WOULD remove. All I want is a test performed that shows THEIR SYSTEM ACTUALLY removes them. Seems pretty simple. I have to wonder why they refuse to do this...maybe they will offer a believable response.

  

  Business Response

  Date: 12/22/2022

  Please be advised service is scheduled for 12/28/22 with arrival between 1 pm and 3 pm 

  Customer Answer

  Date: 12/22/2022

   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. I called the the service scheduler yesterday to request this water test. I would like the service tech to have in his possession the results of the water test performed on 8 December 2022 (*******) as well as the water test results from the initial test performed by the salesman (****) on 30 November 2022.

  Customer Answer

  Date: 12/28/2022

  My complaint with paying this much ($3800) for a water filtration system is that while it does filter out certain contaminants it is overkill…excessive… unless the levels of contaminants before filtration are a risk to health. If the system removes them, making the water now safe to drink, I would certainly be 100% in favor of such a system.

  
  

  This is the reason I purchased it. The salesman convinced me my water was unsafe because of the Chlorine level of the water entering my house. He told me that my water had 10 (ten) times the amount of chlorine that it should have. I felt I really needed this system if this was true. He said I was basically drinking swimming-pool water. He had tested it.

  
  

  The test results I had done today actually confirm that the filtration system does, in fact, lower the amount of Chlorine entering my house. It lowers the levels from .52 ppm (parts per million) to .09 ppm. Quite a good reduction.

  
  

  What the salesman failed to mention was that the MCLG (Maximum Contaminant Level Goal) of Chlorine is 4.0 ppm, according to the U.S. EPA and Ohio EPA. The MCLG is defined as the level of a contaminant in drinking water BELOW which there is NO KNOWN or EXPECTED risk to health. This makes my water coming into my house around 87% BELOW the maximum of 4.0 with NO filtration.

  
  

  For an extra $3800 it is now around 98% BELOW the danger level of 4.0 ppm.

  
  

  What I found out today from the tech was that the ONLY criterion salesmen have for pitching a whole-house system such as the one I was sold is this: IF THERE IS ANY AMOUNT OF CHLORINE…ANY amount…you try to sell the Whole house…combination softener and filter…system.

  
  

  According to LHWS (in their literature) common water problems which might indicate a need for a whole-house filtration system include hard water, rusty water, a rotten-egg smell, foul tastes, sediment, chemical contamination, cloudiness, and lead. Of all these problems the only problem I had was hard water.

  
  

  What I needed was a water softener and nothing else.

  
  

  My desired resolution of this complaint is for LHWS to remove this over-priced system and refund the cost. It was sold to me on a lie about the dangers in my water from Chlorine, which is NOWHERE NEAR dangerous levels in my city water system. I am NOT SATISFIED with this system...particularly the way it was sold to me. It does virtually NOTHING to make my water any safer or better-tasting.

  
  

  In reading prior reviews and complaints, I don’t recall EVER seeing an instance where this company removed an installed system… regardless of the reason or the complaint. That tells me that they probably will not issue a refund or remove the system just to satisfy me as a customer, even though their sales representative had to lie to me to get me to buy their product.

  

  Business Response

  Date: 01/05/2023

  Our company has provided the customer a copy of all the test results, and our system is working as it should. We have also stood with the customer and analyzed all the test and showed the customer at his home that his plumbing is routed correctly as well.

  Customer Answer

  Date: 01/06/2023

   I am rejecting this response because the response by Leaf Home Water Systems ignores the central basis of my complaint which is this: This salesman sold me a system I DID NOT NEED based on a LIE told to me as a result of his test of my water.

  I requested a water test to see if I needed a new WATER SOFTENER. Following the test, the salesman told me...that yes...my current water softener was not working. I had hard water. He pointed this out to me, and then proceeded to tell me my chlorine level was unsafe..."ten times what it should be" he said. "It's like you're drinking swimming-pool water". That really got my attention, and he immediately proceeded to hard-sell me not just a water softener, but a whole-house filtration system that would fix my chlorine issue at a final cost of $3800.00. He said he would give me a "deal" since the MSRP of this system was actually $5200. He cut that to $4200 when I didn't immediately leap to this gracious offer, then made it $3800 IF, and only IF, I would agree to be "flexible" on an installation date, as there could possibly be cancellations in the company's installation schedule. I said I COULD be flexible...and amazingly...he made a phone call and... lo and behold...there was a cancellation FOR THE VERY NEXT DAY! Wasn't I lucky! After all, with the major water issue I had...with the chlorine level completely out of control as it was...the sooner I could get the system installed...the better.

   The MCLG (maximum contaminant level goal) for chlorine according to the EPA (US and ****) is 4.0ppm. The level in my water is 0.52ppm according to the last test performed by LHWS. To summarize...it is NOT AT A DANGER LEVEL...NEVER WAS. I have been made aware of the fact that salesmen are instructed to sell a whole-house system if ANY AMOUNT of chlorine shows up in their test. HOW DISHONEST!

  I did not have ANY need for a filtration system...no rusty water; no rotten-egg smell; no foul taste; no sediment; no cloudiness; no lead. The salesman LIED TO ME TO SELL THIS SYSTEM. Take it out and refund my $3800!
  
  
  

  
  

  

  Business Response

  Date: 01/13/2023

  Customer was presented with two options for purchase at the
  time of sale. A water softener which removes hard and minerals and a
  softener/carbon tank combo which also removes chemical contaminants including
  chlorine. Customer chose to purchase the combo based on the level of chlorine
  found in his water, which we deemed to be unsafe. Per the last water test
  performed on 12-28-22, the level for chlorine showed 0.09 well under safety
  parameters.

  Customer Answer

  Date: 01/15/2023

   I am rejecting this response because the level of chlorine in the water coming into my house from the city was NEVER unsafe. The salesman out and out LIED about this. While you're telling me what the chlorine level was when the tech came to my house and checked the conditioned water (.09ppm)...what was it BEFORE it went through your conditioner? I'll tell you...it was .52ppm. Look it up. On WHAT basis is that level ...in any way...dangerous? The only "Danger" level mentioned anywhere for chlorine is 4.0 ppm, which is the MCLG (maximum contaminant level goal) according to the U.S. and **** EPA. By the way, your salesman DID NOT give me the option of either a softener/filter combo or just a softener. What he did was this: after establishing the price of $3800 for the combo system I asked about just a softener. He then told me the softener alone was $3200. What BS. No one is going to pay $3200 for a water softener you can buy anywhere for less than $1000, especially me. Your salesman lied about the chlorine level...never gave me any numbers...only that our tap water was like "drinking swimming pool water". He also couldn't get his water testing device to work...took 3 times, then he finally had to lie about it. I want a complete refund!

   

  
  

  Customer Answer

  Date: 01/17/2023

  Please understand: It is my contention...and has been all along...that the CHLORINE levels were NEVER "unsafe". The salesman TOLD ME they were unsafe...and never gave me any actual test data to prove it...mainly because there was none. I took his word for it since he added the comment that it was "10 (ten) times normal" and that "it's almost like you're drinking swimming pool water". He had previously fumbled around 3 times with his ""test device" and was unable to get it to "read correctly" according to him. So I took his word for it that the chlorine level was actually high, although it seemed quite strange that if it was actually 10 times too high I would be able to taste that.

  So I took it upon myself, to do some checking on my own. I found that the only actual "standard" for chlorine levels in tap water is the MCLG...Maximum Contaminant Level Goal...for chlorine in my city water system, and it is 4.0 parts per million (ppm). I have had several water tests done since the initial test...all done by LHWS technical personnel...and they are consistently WELL BELOW 4.0 ppm. In fact, the last test said that the actual level was .052 ppm. At this level, it would take almost 8 (eight) times the amount of chlorine...in the water that comes into my house from the city... to get to 4.0 ppm! The MCLG is the level below which there is NO KNOWN or EXPECTED risk to health. 

  Just based on these facts there is no reason for me to have even been sold...pitched...a whole-house filtration system. My tap water is clear, doesn't smell, has no sediment, and is not rusty. The only thing was it was hard. All I ever needed was a WATER SOFTENER. 

  The salesman lied to me to sell the whole-house filtration system. I NEVER would have purchased it if he had been straight with me. And, I would NEVER have paid $3200 for JUST a water softener, which is what he said they would charge. I frankly think he lied about that too...to make the whole-house system look more reasonable. I want this system removed and my money refunded.

• Initial Complaint

  Date:12/08/2022

  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.

  I purchased from Leaf Home Water system thinking they are a REAL company. Leaf Home Water system is a true definition of a SCAM. I paid this company $12,000 to install a water filtration system only to discover that the system doesn't work. After weeks of phone calls and getting the run around no one came back to the property to fix the issue. After looking further into this company I realized that they have tons of people making similar complaints. People paying thousands of dollars for a system that doesn't work with a company that won't fix it and won`t refund you. After calling Leaf Home Water system demanding to speak with a manager they informed me that they could not give me their contact information NOT EVEN AN EMAIL ADDRESS. To make matters worse their "locations" online are just addresses of other companies NOT LEAF HOME. They sent me over a fake letter asking me to sign off to receive a refund. The letter is a confidentially agreement stating that I can`t seek legal counsel if I sign the form. To this day I still don`t have a refund they picked up the equipment and kept my money. Each time I call I speak with the same woman that keeps changing her title and when I ask to speak with someone higher, she informs me she can`t. I even ask for the name of the CEO of the company, and she said, and I quote "I know who it is" when I asked for the name, she hung up the phone. This "business" has a LLC but is by NO MEANS REAL. Even the name associated with the LLC Daniel Hornung is not associated with the "company's administration". When I called the contact associated with the LLC for leaf home, I get the voice mail to a google number. Try it yourself 330-655-8740. I am not sure if they usually get away with stealing hard working people's money but they WILL NOT GET AWAY WITH IT WITH ME.

  

  Business Response

  Date: 12/14/2022

  Per the complaint below, Water Filtration has been removed from the customer's home on 11/30/22.

  Customer Answer

  Date: 12/14/2022

   I am rejecting this response because: Leaf Home Water solutions removed the product and has yet to refund me my money after several attempts. 
  
  
  
  

  

  Business Response

  Date: 12/22/2022

  
  Customer was sent agreement on 12/12/22. We spoke with her on 12/20/22 and customer indicated she would call to discuss the agreement so we can complete resolution.  At this time, we are still waiting for the signed document and a phone call back. 

• Initial Complaint

  Date:11/09/2022

  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.

  October 24, 2022 had a pitch from sales, ***, and I advised that my main concern in water was high TDS at 654. Water was not hard. *** gave me his spiel and said if I signed up now, I would get the best price for the water filter of $4,338 but would be more later. I had the system very professionally installed on Oct 25, 2022. On Oct 26, I text *** and asked why I have brown water and that the reason I wanted a unit was to rid TDS, which was not resolved. I told *** I wanted to return since high TDS is still there. *** called install manager and had a tech come out next day to adjust settings. Still have high TDS. Oct 26th, I called 8883205497 for Leaf, I advised cust srv agent that the contract shows I have 3 days to get a refund for the equipment and that I wanted to make sure I did not have to put anything in writing to get this returned. She said my conversation to her is valid for the return, it was in two days and is notated on my account for a return. She created ticket *********-1 and said a manager would call me back to return. November 7th, never heard back from anyone. I called Leaf and advised no one has called me back. The lady said that someone would call me back the next day. Two days later, Nov. 9, still no one returned my call. I text the salesman, ***, he never replied back. I spoke with ***** at Leaf, opened ticket *********-2. She confirmed my original request of returning units. ***** bridged up the Ops Manager, **** *******, and I advised that I had requested to return the equipment on 10/26/22 and he asked me "Can you sell the equipment for me, because I can't take it back." I asked to speak to Mr. *******'s manager and he said he didn't have one, I asked if he was the CEO and then he got rude and said it was because I asked if he was the CEO. I said I will engage BBB he said "Be my guest." I want a refund and to return the eqpt since I still have high TDS and was sold the wrong product. Horrible customer service! Incredulous, still no call!

  

  Business Response

  Date: 11/25/2022

  The complete removal of TDS (Total Dissolved Solids) in
  water is not and has never been part of the LHWS sales pitch. No water
  filtration systems eliminate all contaminants from water. The customer’s system
  at installation was tied in with the outside water source. The customer was
  advised that as the water pushes through the pipes, the water could potentially
  loosen built up minerals in the pipes showing discoloration. This may have been
  what the customer was noticing. At our inspection 10-28-22, the system is
  functioning as it should and the water was clear.
  
  As outlined on the signed contract, should the customer
  decide to cancel, a written notice to the seller must be post-marked no later
  than the third business day after the agreement was signed. We have never
  received a request in writing from the customer therefore a refund and removal
  is not warranted.
  
  We stand by our Workmanship Warranty also outlined on the
  signed contract should the customer need any further service.

  Customer Answer

  Date: 11/29/2022

   I am rejecting this response because:  You did receive the cancellation in writing.  I have the copy of the contract dated, the postage that I purchased dated October 26th and for whatever reason your company signed for it on November 14th at 10:48 AM through Priority Mail USPS, which I also have a copy of.  Additionally your customer service agent I spoke with on October 26th advised me that my PHONE CALL constituted as my notice of cancellation and that I did NOT need to send anything in.  
  

  

  Business Response

  Date: 12/06/2022

  Customer signed contract on October 24, 2022.  Customer
  installation was completed on October 25, 2022. Customer cancellation notice
  was not received in office until November 14, 2022.  As stated in contract
  customer signed on October 24, customer can cancel by written notice to the
  seller and it must be post-marked not later than the third business day after
  the agreement was signed.
  
  We would like to restate: At our
  inspection 10-28-22, the system is functioning as it should and the water was
  clear.

  Customer Answer

  Date: 12/10/2022

   I am rejecting this response because:
  I DID mail this on October 26 and my receipt shows I purchased it on October 26.  I cannot control the post office shipping and how long it took to get to your company.  Again, in the phone records of my calls into your office to speak with someone, they advised me that it is recorded that my call indicates my decision to cancel the contract and they also advised me that I didn't need to send anything in.  I confirmed all of these notes are in my file when I called back in, but I STILL sent over the contract dated October 26th stating I wanted to cancel.  Your contract does not state that the cancellation has to be RECEIVED by you on the 3rd date, but must be postmarked, which it was and you have received multiple copies of that information showing the receipt from USPS on 10/26/2022, the third day.  But what is most disconcerting is that your employees who answered the phone indicated to me that my call WAS my cancellation, and she stated that my call triggers emails to management indicating my request to cancel and that nothing further was needed on my part.  Yet NO ONE HAS EVER CALLED ME BACK.  And are you saying that I was lied to by your company and that my call, per your agents claims, did not indicate my desire to cancel and I needed not do anything further?  So your company lies to people on the phone?  You received my dated contract on October 26th stating I wanted to cancel.  Again, I cannot control the post office and whatever occurred, but my parcel through USPS Priority Mail was paid for and mailed on October 26th.  You have a copy of that receipt attached again.  You have multiple notes under the case that I filed when calling your office on October 26th stating I want to cancel.  Again, I confirmed with several agents that all of those notes DO EXIST in my file.
  
  

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* ** **** **** ******** *****
  *******, ** *****.
  ************
  **********************
  
  September 20, 2022
  
  Leaf Home Water Solutions LLC ’*** **** ****** **
  Suite ***
  *******, ** *****
  **************
  
  RE: Job Number ******** Dear ***,
  I am writing to you, regarding the IMF/CTO and IMF Whole Home Systems I purchased, on April 8, 2022.
  
  As I stated to you in my August 17, 2022 letter, your systems failed to work properly in our home. As the result of said failure, we found it necessary to replace your systems in our home before all of our new appliances, sinks, toilets and tubs were further damaged.
  You requested I take photos of the damage being done by your systems, which I did, and shared to your phone. As of this date, I have yet to hear back from you regarding these photos and the damage done to my home.
  I have tried to resolve this matter with you by telephone, but each time I did, you rudely hung the phone up on me, during mid conversation.
  I am requesting that your company come and pick up your systems and refund Our total purchase price of $11,793.00 (eleven thousand seven hundred and ninety three) Dollars, by October 1, 2022.
  
  Leaf Home Water Solutions (Page Two)
  
  I hope to resolve this issue in a friendly manner, and not have to pursue legal remedies in this matter.
  Please feel to contact me by mail or email, if you should have any further questions.
  
  Sincerely,
  
  
  ******* ** ****
  
  
  Cc: **** ******
  ****** ********* **** ********** ****
  ******, **** *****
  
  
  Better Business Bureau **** ********* ****** **** ***** ******, MI *****
  
  
  Attorney Bobby Psaropoulos, Chief Legal Officer Leaf Home
  **** ********** ****
  ******, **** *****
  

  

  Business Response

  Date: 11/10/2022

  We were out to the cus***er’s home on 5-26-22 for service
  and made some adjustments to your CTO Combo and Iron, Manganese Filter systems.
  On 6-1-22, it was determined that the Iron, Manganese Filter system had a
  defect and we replaced the system.  The cus***er spoke to *** Norton, the
  operation manager for the local Grand Rapids office and was advised that he
  will see residual iron in the water for a period of time. He requested pictures
  that were sent to him on Saturday, July 30th. When he spoke to the
  cus***er on Wednesday, August 3rd,  the cus***er advised that
  the system was already removed.  Per the contract (Section D), all
  workmanship is guaranteed for one calendar year but we were never given the
  opportunity to come back out for service. At this point, the cus***er voided
  his warranty.
  
  Under UNIVERSAL LIMITATIONS ON WARRANTY CLAIMS. 
  Paragraph 2, line 3. If the product gets altered or modified, as in removed,
  the warranty becomes void.
  
  Without having the chance to remedy the cus***er’s
  situation, the cus***er took this into his own hands. His request for a full
  refund is simply not warranted.

  Customer Answer

  Date: 11/14/2022

   I am rejecting this response because:
  
  
  I fail to see where it reads: if the Product is Altered or Modified, as in Removed, the warranty becomes void.

  I do see that if the Product is Altered or Modified the warranty becomes void.

  Alter: To change or cause change in character or composition.

  Modify: To make partial or minor changes to something.

  Remove: To take away or off from the position occupied.

  The Product was not Altered or Modified it was Removed leaving the Product still intact in its original form. Therefore, the warranty is not void according to definition. 

  

  Business Response

  Date: 11/22/2022

  Cus***er had the water conditioner and one IMF (Iron,
  Manganese and Hydrogen Sulfide Filter) disconnected from original installation
  area by a third party company. Once our product has been tampered with, the
  warranty is voided. We offered to service both the conditioner and IMF system
  as we stand by our Workmanship Warranty however we were not given the
  opportunity as agreed upon with the cus***er and we were advised that both
  products were disconnected at the discretion of the cus***er. The cus***er
  currently has another IMF (Iron, Manganese and Hydrogen Sulfide Filter) in his
  barn, which is still connected, in working order and under warranty.
  
  A refund of the two disconnected systems is not warranted as
  our opportunity to service was not given. 

• Initial Complaint

  Date:10/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had leaf water home solutions install a whole home water filtration system on my house in October of 2022. In addition to that system, I also had them install a reverse osmosis system as well. The salesperson and the "manager" had a brief discussion on the phone about whether or not the reverse osmosis system would have enough pressure to make ice in my refrigerator as it was a low pressure system. The manager on the phone stated that it should work with no problem. After the system was installed, it never produced any ice or anything in my refrigerator, and I have been on the phone with leaf water home solutions several times to have this system removed as it does not perform as advertised. Several weeks and phone calls later, a "service tech" showed up at my home, and allegedly pressure tested the system, and stated that it was working with the right amount of pressure. I then asked him if he could just remove the system and hook up the main water line to my refrigerator, to wit he stated that he did not know how to do that. So how do you know how to pressure test they system but not remove it? He then asked me to sign a paper "that just states that he was here", and when I asked for a copy of it, he stated that I could take a picture of it if I wanted to. I then took the picture, and have been on the phone with them every other day trying to get this reverse osmosis system removed from my home. A few weeks after the gentleman came to my home, I received a phone call from another man, ****** who tried to sell me a pump for the reverse osmosis system, and I stated to him to just please come and remove it as I was tired of all of the going back and forth and waiting days and sometimes over a week to get any type of phone call back with regards to my complaint. At this point, I would rather them come and just remove their equipment from my home and I will find someone local with decent customer service to solve my ********************** filtration needs.

  

  Business Response

  Date: 11/03/2022

  Our installer has an appointment for the removal of the Reverse Osmosis System and Pump today 11/3/22. Customer will also receive a refund to his finance company once the customer signs off on the Removal agreement today.

• Initial Complaint

  Date:10/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We need to know why this problem is not being addressed. It is unprofessional and exhibits fraudulent behavior. Based on the attached timeline, we are still awaiting a response from Leaf Water Solutions regarding the defective water system.
  
  From January 2022 to October 30, 2022, the water issue has yet to be resolved.
  In October 2022, the customer spoke to Fort Lauderdale general manager ****** ****. **** noted that the water system would be refunded after the final Water testing.
  Water was tested; the results or decision has NOT been shared with the customer.
  From mid-to-end of October, the customer has called Leaf Water Home Solutions with no response from the local or head office.
  The water has a sulfur smell and is yellow, not to consumption standards.

  

  Business Response

  Date: 11/09/2022

  On 11/8/22 we went out to service customer's water system and installed a bleach system. Customer signed off on service ticket.