Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/22/2024

  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.

  My mom and I both reached out to Quality Water Sytems on Sunday April 21,2024 to have someone come out due to us not having any water. We were told that they would get the message out to their dispatch and we would receive a call back. It is now 8:10 pm and we have heard NOTHING from this company. When I called at 5:30 pm they informed me that they still had my dead fathers information when I called them in February to have maintenance run and informed them of his passing and to change the contact information to mine. Well apparently no one did that. They are probably still trying to reach us via his phone even though they were told not to. I have a toddler in the house who I cannot bathe nor can I properly clean his bottles, we cant flush the toilets. This is insane. For a company that says they operate 24/7 they do a terrible job at communicating with customers. But they sure can take 30 dollars out of my moms bank account on Saturday April 20, 2024. Im frustrated.

  Business Response

  Date: 05/03/2024

  We are sincerely sorry for the frustrating experience you had with our service. Your feedback is invaluable to us, and we deeply apologize for the inconvenience caused by the lack of communication and the oversight regarding your contact information.
  We understand the urgency of your situation and regret that we failed to meet your expectations. Please know that this is not indicative of the level of service we strive to provide. We are taking immediate steps to address the communication breakdown and ensure that such incidents do not occur in the future.
  Additionally, we have updated our records to reflect the correct contact information and are actively working to resolve the issue with your water supply as quickly as possible. Please accept our sincerest apologies for the inconvenience this has caused, especially with a young child in the house.
  We would like the opportunity to make this right for you. Could you please provide us with your preferred contact method and the best time to reach you? Our team is committed to ensuring your satisfaction, and we are here to assist you in any way we can.
  Once again, we apologize for the inconvenience and thank you for bringing this matter to our attention.

• Initial Complaint

  Date:10/23/2023

  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.

  For approximately 20 years my parent got a monthly water delivery from Quality Water. My father passed away 10 years ago and my mother continued to get water delivery. She is 80 years old and sometimes gets confused. ***********************, left unfriendly messages on my cell phone about my mother's past due balance, so I paid the balance. After they get the money, I get an email that they are not longer offering water delivery service and we would hear from the new company, Clearly the Best Water, to schedule new service. A monthly later, still haven't heard from the new company. We found service elsewhere. My husband goes to Quality Water to return the 5 gallon jugs and get the deposit back and they tell him they won't take them back, to go to to new company and they will take them or maybe they would pick them up at our house. 50 miles away from my mother's house. For years my parents paid them and they were loyal customers and now they cannot even give this 80 year old woman her deposit back on six 5 gallon water jugs. Seems like a horrible way to do business. No warning, no notice. Nothing.

  Business Response

  Date: 11/02/2023

  We sincerely apologize for the inconvenience you and your mother have experienced with our water delivery service. We deeply regret any frustration this situation has caused.
  We understand the loyalty your parents showed us for over 20 years, and we appreciate your family's trust in Quality Water Systems during that time. It's disheartening to hear about the recent difficulties you've faced.
  The abrupt discontinuation of our service without proper communication is indeed a mistake on our part. We are also sorry for the unfriendly messages you received from our staff. This is not the level of service we aim to provide, and we take this matter seriously.
  Regarding the deposit for the 5-gallon water jugs, we understand the importance of resolving this issue for your elderly mother. We will make arrangements to either pick up the jugs from your location or coordinate with Clearly the Best Water to ensure the return of the deposit.
  We are committed to addressing this situation promptly and improving our communication processes to ensure that no other customer faces a similar experience. We value your feedback and appreciate your past support.
  Please feel free to contact us directly at **************. if you have any further concerns or if there's anything else we can do to assist you and your mother during this transition.
  Thank you for your understanding and patience.

  Quality Water Systems Team 

• Initial Complaint

  Date:05/03/2023

  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.

  I was without water on 10/14/2023 and called Quality Water Systems to request a repair. Quality sent a technician to my home who evaluated my problem. He verbally quoted me close to $3600 to make the necessary repairs and get my water back on. The technician asked me to sign an agreement on an electronic tablet before he could make repairs. I asked for a written/printed estimate and he told me that his company is completely paperless. I reluctantly signed the tablet despite not being able to read everything due to the extremely small print. The technician also assured that all repairs would be done the same day and my water would be back on. These assurances led me to sign the tablet.The repair crew worked in my basement for a couple of hours and came upstairs telling me that everything was in working order and requested a check for $3593.46. I issued check #***** to pay the balance in full. A few minutes after the crew left I tried running my water and nothing came out. I quickly called the Quality office and they sent the crew back. After some time in my basement the technician came back upstairs and requested another $3600 to make the system work. I again asked for a written quote and was refused. I then asked for the warranty paperwork that came with the products they installed. I was told that all warranty paperwork would be mailed out by the office. I had no written estimate, no warranty paperwork and vague descriptions of what work was done and that more labor and materials were needed to get my water back on. I felt pressured into signing for more repairs with no documentation on what repairs were done or warranties involved.I never received a receipt or warranty paperwork in the mail after the job was completed.Now 6 months later and I have no water again. They scheduled a service call and did not show on 5/2/2023 . I called the office to see where they were and was told my job was heavily discounted and that I had no warranty.

  Business Response

  Date: 05/05/2023

  As we always have since **** we serve our customers at the highest level. We give up front cost prior to doing the work which the customer was aware of. We use electronic tablets so it is easier for the our customers and our employees and this is the first time we have ever had a complaint about our tablets.  We always take care of our customers and always will.
  

  Customer Answer

  Date: 05/09/2023

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  [Provide details of why you are not satisfied with this response.] You stated that you never have complaints about your quoting and invoicing system. The very first complaint on the BBB website references the tablets and your lack of transparency. I've been preparing ****** and Yelp reviews for QWS and have done some research on how other custormers were treated by QWS, there are plenty of complaints about your lack of transparency. You attached an invoice to your BBB response. Again, you submitted incomplete information. The incomplete scan of your invoice showed payment of $2674.80 which is wrong. I paid $3593.46. The $3593.46 does cover the fair market cost of a pressure tank and pump. You chose to charge me $7200 due to my age. You also stated that my son threatened you. I don't have a son. I have two daughters. Should I contact Pentair about their product having no warranty and the fact that I had to contact the BBB to even find out I had one of their products in my home?
  
  Regards,
  
  ***************************
  
  
  
  

• Initial Complaint

  Date:09/16/2022

  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.

  6/14/2022 - 4:03 PM Received a call from my wife our water had quit working. I called in short order to schedule a service call and said it would be premium rate of $229.00 and could be there later in the evening; which I was okay with since they are supposed to be 24 hrs. (1) They cancelled me that night and the next day, till the mornng of the 2nd day! When they did come out they said it was the pressure switch and the tank blatter was water logged and recommended changing. (2) Charged me $2400! No choice, down nearly two days. Had to sign an ePad and couldn't even read want I was signing while outside and paper to read or No receipt, I have to call office. (3) Inspected after they left since I was outside and it was plumbing in a square, completely different-had water, but much less room under the steps. Called Office, they came back to replumb as I had origially. (4) Same tech with a senior tech. It was better, but it was not plumbed as original configuration as asked and leaked too. They were to return with a piece of PVC they needed to reschedule and never came back out. (5) ************* manager for receipt and afew a couple requests sent service my problem and total cost, nothing itemized which they said they don't do. (6) They blocked both my numbers to my surprise when I call a day or two later to find when they are coming back out! Very over priced and taking advantage of a customer in need, not properly service and never followed all the way though. Quality was and still remains non existant through this whole process. I have been taken advantage and felt ripped off and disrespected when I was patient. I have 4 pages of notes and pictures and was a corporate servce manager. I would NEVER treat customers like I've be treated and I was very patient. That is now razor thin and this needs to come to fruition.

  Business Response

  Date: 09/26/2022

  Thank you for reaching out to us to address your concerns. We appreciate your feedback as it will help our business make any needed coarse corrections. Quality Water Systems has been trusted for generations and we continue to get better and make sure we serve our customers at the highest level. Thank you again for reaching out and it will be addressed with Management. 

  Customer Answer

  Date: 09/27/2022

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that

  this proposed action would not resolve my complaint.  For your reference, details of my decision appear below.
  
  [Provide details of why you are not satisfied with this response.]

   

  There was no offer. 

  they just said it will be addressed with management. More stalling is all they are doing.

   

  Did you give them a deadline when a legit  answer is needed?

  
  Regards,
  *******************
  
  

  Business Response

  Date: 10/18/2022

  Hello ******, This is ********************* the Owner of Quality Water Systems. I had a great conversation with ******************* yesterday. I went over to his home and met with him regarding his questions and concerns. Also, I had ***** my field supervisor, go out this morning to ****'s house and address the plumbing of the pressure tank concerns that he had. Before ***** left the job site he confirmed with **** that everything was up to his satisfaction. Also I refunded him with a check for any inconvenience that this may have caused him or his family. We shook hands and he was very appreciative of me coming out and addressing his concerns. 

  Customer Answer

  Date: 10/18/2022

  Better Business Bureau:

  I have spoken with and reviewed the comments and offer made by ************ and QWS business (on 10/17/22)  in reference to complaint ID ********, and find that this resolution was indeed to my satisfaction.
  I am in agreement that this complaint has been resolved.

  My thanks & Regards,

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

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