Complaints

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

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• 

  Leaf Home Water Solutions, LLC.

  1595 Georgetown Rd Hudson, OH 44236

  
• 

  Leaf Home Water Solutions, LLC

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

  
• 

  Leaf Home Water Solutions

  W22N2792 Duplainville Rd Ste B Pewaukee, WI 53072

  
• 

  Leaf Home Water Solutions, LLC

  9701 Dessau Road, Suite 600 Austin, TX 78754

• 

  Leaf Home Water Solutions

  4132 Shoreline Dr Ste E Earth City, MO 63045-1239

  

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:09/15/2022

  Type:Customer Service 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.

  In early August 2022, I met with a sales agent for Leaf Home Water Solutions. This agent left me with a paper (photo attached) showing a quote for $5283. Below that number, he wrote that I qualified for 3 discounts (military, senior, and I don't remember the 3rd) that amount to 15%, reducing the cost by another $792. He calculated the total cost to be $4491 and if I used their 60 month zero percent financing, the monthly payment would be $74. I wrote the 4491 and payment terms on the paper as he calculated and gave me the figures. On August 11, 2022, I signed a sales agreement and I didn't realize the amount listed didn't include the discounts, although the sales agreement states all discounts have been applied. I believe this was an error by the sales agent and I did not catch it at the time. Approximately 1 month later I received the first payment invoice and the amount due was $88, not the $74 I expected. After reviewing the paperwork and seeing where the error came from, I called the sales agent, left messages and also sent texts, all with no response over the past 3 days. We are looking to receive full credit for the $792 discount, or we would accept a service credit to our account for the same amount to be applied to future services on our home water system.

  

  Business Response

  Date: 09/27/2022

  An agreement has been reached.  Leaf Home Water will send a written agreement to customer by end of day on 9/27/22.  Once we receive the signed/dated agreement back from the customer, this matter will be resolved. 

  Customer Answer

  Date: 10/02/2022

   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.

• Initial Complaint

  Date:09/13/2022

  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.

  After calling over 15 times and several emails the problem is still present. I have never been so disappointed in a company and lack of service. System was installed May 28, 2022...replacing our salt system ("oh, you won't need the salt system"). We paid $2300 for the salt system which LeafWater removed....and paid them $4625. Since then I have been given the royal run around. I've been told since day one "give it 2 weeks to clear itself. Here we are in September and my water in the house is terrible. ******************* and sales rep tell me now that we need a salt system. We're retired and my husband has health issues so we thought and were guaranteed that no longer we'd be lifting 40lbs. of salt with their system. Job # WJAX01151.

  

  Business Response

  Date: 09/20/2022

  Customer was part of an extensive sales pitch explaining the difference between a water conditioner and a water softener.  On 5/26/22, customer signed contract for a conditioning system.  The system was installed on 5/28/2022.  Customer called multiple times and we explained that she purchased a conditioner and not a softener.  Our review shows customer issues are spots on her windows.  This is a result of hard water, which the water conditioner is not designed to handle.  Customers new complaint would be resolved with a water softener, we offered at cost. Customer has requested a salt free softener.  However, in order to address customers concerns of calcium and magnesium from the water is through an ion exchange from the sodium (salt). Customer stated she could not lift 40 lb bags of salt.  Customer was suggested to purchase 5 lb salt blocks instead.  Customer has declined all offers.  Leaf Home Water has determined that customer request for full refund is unwarranted at this time. 

  Customer Answer

  Date: 09/21/2022

   I am rejecting this response because:
  First of all I was told that their system would eliminate saltyes, they said after the system was replacedthey took out my salt unit ( paid over $2500) and then informed me that I needed a salt system. Every time I spoke with their agents I was told to let the system adjustwait till the end of the month this has been going on since July. My complaint is the system does not work - our home is only 3 years old - we have stubborn stains in our toilets - sinks - tub - shower . I feel that I have been given a fast sell and the company was not honest with the sales pitch.
  
  

• Initial Complaint

  Date:09/13/2022

  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 purchased a water softener and installation from Leaf Home Water Solutions LLC on November 4, 2021. Shortly after the installation I noticed the performance of the softener to stop working. I have contacted the company several times about issues with the water softener, including spots on dishes, water status having no changes, and softener not working properly. I have been ignored by this company for months. I have a warranty with this product and the company will not honor the warranty either.
  
  I have had several third party companies test the water softener and all have came to the conclusion the water softener is not working properly. I have the documentation from the other companies to prove/show this. I will attach these below.
  
  I am an elderly woman, and feel as though I have been taken advantage of by Leaf Home Water Solutions LLC. I have simply asked for them to pick up their water softener and issue a refund as the product is not working properly. Their customer service has been terrible by not even listening to my concerns or offering a solution.
  
  One third party company found the water hardness to be 19.6, and states that a working softener hardness level should be below 2.0 and ideally 0. Another third party company showed proof that the system is not working properly.
  
  Any help to resolve this issue would be greatly appreciated as I feel I have been ignored, taken advantage of and have no other solutions.
  
  Thank you,
  ****** *****

  

  Business Response

  Date: 09/21/2022

  Leaf Home Water tests performed in April 2022 show system
  working within acceptable parameters.  Customer had a third party perform a test in June
  2022.  As we do not know their methods of
  calibrating, we are unable to accept these as read.  Leaf Home Water is willing and able to retest
  with a calibrated machine; however, customer is refusing to allow test to be
  performed.  We are unable to resolve without
  a new test. 

  Customer Answer

  Date: 10/26/2022

  The consumer informed BBB that she had a second contractor out who agreed with the other third-party test.  The consumer would like to have Leaf Home Water Solutions schedule a time to retest with its equipment.
  
  
  
  

  

  Business Response

  Date: 11/02/2022

  Our installer was out for service on 10/28/22. He ran water test which is showing 0 hardness. Our system is working properly and the customer signed off on the service ticket on 10/28/22.

  Customer Answer

  Date: 11/10/2022

  I am responding on behalf of my mother, ****** *****. 

  Leaf Home Water Solutions has responded stating their installer tested the water which showed 0 hardness.This is false. Please view the attached work order from 10/28 that was provided to me by the installer on which he  wrote that the water is testing at 4.3  and the dishes and faucets show spots.not 0 as Leaf Home replied to the Better Business Bureau.When a water softener is installed and working properly the water should test between 0  to point 5 grains per gallon/ which is less than 17.1 mg/l Please see attached documentation showing this fact.. My water testing at 4.3 which is 60-100 mg/l is considered moderately hard. This is data from not only other sources but straight from Leaf Home Solutions website. See attached. 

  This company is clearly lying and providing false information in their response to my claim with the Better Business Bureau.
  

  All I ask of Leaf Home Water Solutions is to either come remove the non working system and refund me my money so I may find a reputable honest company  or simply come replace the faulty system or faulty install. 

   I see this company has several other Better Business Bureau complaints against them. I am not the only consumer that has an issue with a faulty product sold to them by this company. 

  
  
  
  
  

  

  Business Response

  Date: 11/16/2022

  Our Install manager and Sales Manager spoke with the
  customer’s daughter today 11-16-22 and went over how our system works and what
  to expect and how to maintain the salt. We answered all of her questions to her
  satisfaction. We have offered to meet with the customer and her daughter and
  retest the system so she can see the results firsthand. The daughter has agreed
  to this and will call us to set up a date and time.

• Initial Complaint

  Date:09/10/2022

  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 8/21/21, I purchased what I was told was a salt free water softener. I told the sales agent I would like the hard water removed completely and not be on my skin and hair when I took w shower, and he said this product would do the job. He was supposed to show me the list of options for the products I can choose but didn’t. He showed me one option and told me it was a salt free water softener. This in fact was a lie, i purchased a water conditioner which doesn’t remove the hard water. This product is more expensive than a water softener. When I explained this to Leaf water solutions, the president of the company did not hold himself accountable for the unethical sales practice. I also explained that I had a witness who could confirm this unethical sales practice to which I was told they cannot base this off of “he said she said”. The president of the company will not provide me with the product I was sold, have to purchase it at cost. I paid $3,756 for this water conditioner and the water softener I now have to purchase at cost retails for $3,200. I was lied to during the sales practice and the sales representative took advantage of me and my witness’ state and we were grieving the death of my father. I would not recommend doing business with this company as they are frauds. I’ve attached a picture of my contact. This contract is misleading as it doesn’t outline what a CTO combo is and I was never given a sheet outlining the product description nor was I ever given an manual for this product. The reason why it took me a year to complain to the company is because I had no idea that what I purchased was not a water softener. The company never came out to do an additional test. They came a year later for annual inspection which is when I was told it was a water conditioner not a water softener, after I knew this information I contacted leaf water solutions immediately.

  

  Business Response

  Date: 09/20/2022

  Customer
  signed a contract for a water conditioner on 8/21/2021. Customer has had no
  issues with the system installed.  We
  contacted her for her yearly service on 8/26/22.  At that time, customer stated she was unhappy
  to find out we installed a water conditioner instead of a water softener. We
  offered to replace the conditioner with a softener at cost.  Customer agreed to switch with the additional
  cost for the new system via email on 9/8/22. 
  The installation was done on 9/10/22. This matter is resolved. 

  Customer Answer

  Date: 09/21/2022

   I am rejecting this response because:
  

  This matter is not resolved. I will repeat myself again, I did not complain about the product because I didn’t know what I had was not a water softener. As I have stated, I was sold a salt free water softener. This apparent doesn’t exist. The contract did not clearly state that it a water softener. The contract states it’s a CTO 1.0. Im going to state this again because this company doesn’t seem to listen: Providing the product name without a product sheet, manual and website that is difficult to navigate with the description of the product is not clear. How was I supposed to know this wast a salt free water softener? I unfortunately feel fool to your fraudulent sales practice and trusted what the company was telling me was true. As I told the sales representative. I was not happy with their resolution to have to purchase this at cost, as they stated the same reasons they have now and they are not listening or looking into my case at all. I told the sales representative that I would be reporting this company. I took at my case to the BBB because I believe that my product should be exchanged and not purchased again at cost. They did install the product but I did not agree that this resolves my issue. I told the sales representative that I was going to take this to the BBB for further resolution because I was not happy with the at cost charge of $1,650. I did have the product installed at cost and I was hoping that the BBB could help me with this fraudulent issue. I believe that It would be fair to return my $1,650 and take back the water conditioner that I have. Looking at these reviews I will community throughout my community to not purchase any products through Leaf water. Their sales team has misleading sales practices and contracts, the president does not seem to take business ethics in the high priory, and doesn’t seem to even read the details of my case. If they did they would see my answer to the fact that I didn’t say anything in a year because I didn’t know, once I knew I contacted the company. BBB I would recommend looking into this company’s financial practices and audit them. If the president doesn’t value business ethics to the highest degree then there is a great risk their accounting practices are questionable. 

  
  

• Initial Complaint

  Date:09/06/2022

  Type:Customer Service 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.

  Called Leaf Home out to discuss a water filtration system installation within my recently purchased home. The sales man tested my water in front of me for a number of hazardous chemicals. He forwarded the EWG's Tap Water Database of ********* Water and *****'s contaminants. The quality report stated there was 11 contaminants that exceeded the EWG's guidelines for safe water. The salesman told me my water had 232x the EWG's guidelines for Bromodichloromethane (**** ppm) which is cancer causing, 5.4x the guidelines for Bromoform (**** ppm) which is also cancer causing, 29x the guideline for Chloroform (**** ppm), etc. (the full report the salesman sent me can be viewed here: https://www.ewg.org/tapwater/system.php?pws=OH2504012. He pressed extremely hard about the unsafe levels of cancer causing agents in MY tap water, though this report appears to be a general write up for ********* Township as a whole. I selected a SALT FREE filtration system, specified I wanted a charcoal system and some sort of system on my tap for fresh water. The Salesman promised I would have "water bottle quality water" at my tap. He quoted me roughly $12,000 for the system and when I hesitated, he told me if I booked right then and there he would run the numbers and give me a heavy discount. He hard pressure sold me on the system but offered a heavy discount for purchasing that day and for paying cash instead of financing. They installed the system we realized they sold us a Well Iron removal system even though we have city water, and had actually REMOVED the charcoal system from the price to reduce the cost and get me to purchase right then and there. I have expressed to the company we are dissatisfied and that our water still has over 700 ppm total dissolved solids (EPA standard is under 500) when the salesman promised water bottle quality water. We can't drink our water and we have a system made for a well. The salesman bated and switched us and the company refuses to fix the problem.

  

  Business Response

  Date: 09/20/2022

  Customer purchased IMF, Conditioner, UV and ultrafiltration system after evaluation determined her TDS along with iron was present. Customer had issues with the ultra-filtration system installed and Leaf Home Water switched her ultra-filtration with a reverse osmosis system on 4/22/2022.  The switch was done at no cost to the customer and the reverse osmosis system is a more expensive system.  Customer spoke with representative on 9/19/22,stating customer is satisfied with the ** system.  Customer ** is located under her sink, making the drinking water from her sink safe.  If customer issues are for refrigerator hook up, we have the capabilities of doing so, however, we would need to re-assess the layout of her kitchen and/or basement to make sure it can be done and there are no barriers such as a finished basement, slab foundation,etc.  This would be above the contract; however, we would request the customer to call into schedule that assessment. 

• Initial Complaint

  Date:08/31/2022

  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.

  Complaint taken over the phone by theBBB Staff SE There were two floodings between the installation and July 22nd due to the hose placement. There is approximately ***** in repairs that needs to be done.

  

  Business Response

  Date: 09/06/2022

  An inspection was already performed on 6-14-22 and 8-3-22.At both inspections, it was determined that our system is running as it should and was not the cause of the water coming from the customers basement drainpipe. At the first inspection, we found our drain hose to be secure with a zip tie. We added additional zip ties at second inspection. The dried-up water left on the customers floor has a salt residue to it which cannot come from *** System, which is what we installed. It is more likely water from a softener system which was installed by a competitor or due to a back-up in the drain.The homeowners insurance has completed their inspection. They advised the homeowner they will investigate the loss and determine coverage and get a finalized estiment.

  Customer Answer

  Date: 09/06/2022

   I am rejecting this response because:
  Their hose was out of drain when flooding was found we had water softener for 8 years with no problems ever.  The small salt near drain was because of flooding it generated and drain already trying to cope with water backed up a little because of all the water from aqua water filter shooting water everywhere there are no other places in the total basement with any salt traces just  that one spot by drain.  Clear water was covering the basement with NO salt traces.
  
  

  

  Business Response

  Date: 09/12/2022

  Our inspection has found our system is working as intended.  Leaf Home Safety Solutions is waiting for customer to send in their home insurance inspection report.   

• Initial Complaint

  Date:08/28/2022

  Type:Product 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.

  July 29th. I bought a system thinking it was a water softener system. As it turns out they sold me a conditioner system. My water still smells of chlorine and is a little slimy. I’ve talked to corporate and they told me I signed a contract and your stuck with it. The system cost me $3450.00 . I think I was taken advantage of and I asked for my money back. Again they said you’re stuck with it. Can you help me out here. I think I was taken advantage of.

  

  Business Response

  Date: 09/09/2022

  Our salesperson has a robust explanation and discussion
  checklist to explain the difference and show specifically how each offered
  system works.  After a lengthy discussion, customer contracted for a
  Conditioner.  The Conditioner was installed as contracted. 

  Customer Answer

  Date: 09/13/2022

   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. Although I believe 3450.00 dollars is way over the top for this particular product. 

• Initial Complaint

  Date:08/15/2022

  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.

  Purchased 5/2/2022 paid $7200 and the install is a real eye sore and very visible from the street. I never received instructions how to use/maintain it, no response when I asked. The liability insurance and contractors license was expired when I asked for it for HOA approval after it was installed which is my mistake not getting proper approval. As of this complaint I still don’t have valid docs for my HOA. The installer/plumber made two trips because of a leak in the system outside and an under the sink issue with reverse osmosis install which is suspect. The outside installation location was not correct and since then I can’t get them back to my property and remove “ Frankenstein “ from the side of my house and bury the pipes like they said they would. Note the extension cord that powers the unit. The limited correspondence came from an area manager *** ******, his email stopped working, maybe he no longer works there

  

  Business Response

  Date: 08/24/2022

  Leaf Home Water and customer have meeting on 9/4/22 to discuss resolution of concerns 

  Customer Answer

  Date: 08/24/2022

   I am rejecting this response because: There’s an active investigation ***** ***** is conducting (see attached) regarding Leaf Water’s business practices. The meeting mentioned is about reinstalling the product. A recent email I sent I stated 2 things will stop both processes, reinstall in a different location which they agreed to and a significant reduction in price from $7,200 to $2,000. The meeting is set but no new price. 
  

• Initial Complaint

  Date:08/11/2022

  Type:Product 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.

  On June 30th 2022 **** *****, a rep for Leaf Home came to my home, tested the water and sold me a water filter. It was installed the following week and I gave the plumber a check to the company in the amount of 1969.00. As soon as we began using the filtered water there was a horrible stench. It got worse and worse-like sewage. I talked to ***** ********* in customer service and he said their system was designed for municipal water and not lake water, which is our water source. He said stated that they shouldn't have sold me a filter and how to by pass it and they would take it back and refund my money. It has been three weeks now, and I have heard every excuse as to why they can't get a plumber out here. Finally yesterday I was told that someone would be here this afternoon to remove the filter and refund my money. I took off work, thereby losing wages, and no one showed up. ***** isn't returning my calls and I need some outside help to resolve this issue as the company is refusing to move on it.

  

  Business Response

  Date: 08/19/2022

  Leaf Home Water Solutions is waiting on signed agreement back from customer to reach resolution 

  

  Business Response

  Date: 08/25/2022

  [[BBB TRANSCRIPTION VIA EMAIL FROM THE BUSINESS ON 8/25/2022]]

  Leaf Filter and customer have reached an agreement and this matter is resolved

  Customer Answer

  Date: 08/30/2022

  [[BBB TRANSCRIPTION VIA EMAIL FROM THE CONSUMER 8/30/2022]]

  Hi *******

  I signed a non disclosure agreement for them to remove the tanks and refund my money. They removed the tanks but I am still waiting on my refund. I will keep you posted if I get it.  Thank you so much. 

  ****** 

  Customer Answer

  Date: 09/02/2022

  [[BBB TRANSCRIPTION VIA EMAIL FROM THE CONSUMER ON 9/2/2022]]

   

  Hi *******, I did receive the check yesterday.  Just to let you know. Thank you for all of your help. Have a wonderful day. 

• Initial Complaint

  Date:08/04/2022

  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.

  So I bought this ****** water system. For 6 months now been trying to get it fixed and taken care of. Its dropping salt into my water it like drink and showering in the ocean. I have sent 4 emails asking for service help. The uv light hasnt worked for 8 months now. The system is in bad shape. You call the number and bet no response or help. I need this fixed or I have to get a attorney and go to court and get them to fix it. The system has been in bypass for 8 months now uv light doesnt work have a lot of alarms and the filters shot salt in the water. Salt water, salt ice. Everything please help cause I cant get any response if they dont want to replace the system give me my money back and I get go somewhere else. I have left reviews on ****** and no on answer it either. What do I do

  

  Business Response

  Date: 08/11/2022

  Service was completed on 8/8.