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:04/10/2024

  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 bought appliances at Home Depot in January of 2023. Not long after that, Home Depot gave my information to RainSoft Great Lakes Water Treatment. I was visited by a salesman and I signed a years long contract to install a water softener system into my house. I paid $128 a month for a year ($1536.00) and found out that one year into making payments that the Water Softener portion of the water softener system was never turned on. I had multiple visits to correct other issues (reverse osmosis water smelled like sulfur and filter needed replaced and the reverse osmosis water faucet would spit/sputter/shake when using). The system promises soft water. There are 2 tanks that offer water filtration and water softening. The water to the water softening tank never was turned on at installation and never caught until after a couple of visits for other issues. Simple as that, I paid for something called Rain Soft water and it didn't work for 12 months. I was told by the VP that "sometimes there are some customers that you can never make happy". I would like my money back for those 12 months that I paid for something that the installer never turned on. They offered my $200 Home Depot gift card and some free soaps, which I told them I do not accept as a resolution. I was told that someone named *** would contact me a week ago and never heard from him. I am seeking a refund for what I spent since I didn't receive the promised soft water from RainSoft. I'd also like the system removed from my home and to be released from this contract.

  

  Business Response

  Date: 04/10/2024

  Until this issue was discovered by one
  of our service reps, we had no way of knowing that a  valve was turned to the open position, who
  turned it, or when.  This valve is a feature that makes it possible for the end user of the
  product to turn it on or off without the need to call us for a service call.

  The owners’ manual states that the
  homeowner can simply turn the valve. Just like every appliance, it is the owner’s
  responsibility to make sure it is plugged-in, turned on, etc. as applicable.
  

  We spoke with our customer regarding
  this issue on multiple occasions, and finally our VP/ Service Manager contacted him and then personally visited him at his home, and although he
  found nothing wrong with the equipment, he did a few things for him as a
  courtesy as he states in his complaint. The
  customer accepted. This took place on March 8, 2024.  When our VP left the customer, this matter
  was closed, and the customer agreed. This issue was completely resolved.

  A few weeks later he called and said
  he changed his mind. He now wants more compensation. Our valued customer’s
  request for further compensation is not reasonable; we have already gone out of
  our way to earn his satisfaction.
  

  Our systems are designed to last a
  lifetime and carry the strongest warrantees in the industry. We know that he is
  and will continue to enjoy all the benefits of purified water and air for many
  years to come.