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Business Profile

Water Purification Equipment

RefresH2O Water Systems, Inc.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:12/04/2023

    Type:Service or Repair Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In January 2023, I had a water conditioner system and water softener system installed by Refresh2O. Prior to installation I had explained to the salesman and the officer personnel that I had salt taste and issues with my current system. The salesman came and did numerous test of the water. He promised complete removal of all issues as well as no spots when washing the car, washing dishes, etc. After installation the salt taste and issues have remained. A technician has been out twice and both times claimed he fixed the issue. The last time he told me the level of TDS was extremely high and he didn’t know why, but that is what is causing the salt taste. Some of my silverware, my fixtures, and other things have begun to rust as well. It has been several months since the last technician visit and calls have been made to the business with the explanation of people have been sick and they really are trying to get to me. I understand staffing but for the amount of money I paid and this has been almost a year and I have the same problems I had prior to the system that I was told the system would eliminate. I wish to either have them fix the issue at no cost to me or refund me my money and I’ll buy a cheaper system that will do the same thing.

    Customer Answer

    Date: 01/09/2024

    I have not heard from the business at all.

    Business Response

    Date: 01/22/2024

    We have been in contact with our customer, ******************, numerous times.  I will start from the very beginning I suppose.  

    Our sales representative, *************************, was at ********************** home on January 3, 2023.  He sold him a water treatment system for his home, and apparently ****************** knew at that time he had methane in his water.  However, this is very crucial to the equation...****************** failed to mention that to the sales representative.  ***** had no way of knowing there was methane in the water, we do not test for it.   Now, ****************** is having problems with his system not working properly, getting the salt taste, etc.  The methane builds up inside the water system and doesn't allow the resin to fully clean itself properly during its regeneration cycles.  

    Our Service Manager and our Lead Installer have been out to visit ****************** to discuss what needs to be done so we can come to an amiable solution.  One thing that has been discussed is a vented well cap that could help eliminate some of the methane at the source.  In talking to ****************** myself, he seemed to think that was not really so much an option.  He had talked to his well driller, and was told the well cap that was on it already had some venting capabilities.  He is going to have to look into an actual methane removal system (he has the name of a company in State College that sells and installs methane systems, he got it from his well driller) if that is indeed what he decides to do.  I asked ****************** to please keep me in the loop as to what he ended up deciding on doing.  I told him that if we didn't hear from him for awhile, we would touch base with him.

    Customer Answer

    Date: 01/22/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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.  The one thing that I didn't agree with was that I didn't initially know it was Methane in my system until at least 7 months after install. I had mentioned having air in pipes, and had trusted that all things were being tested for as the salesman did advise me I had no major water issues as he test for it all, but regardless I will fix the gas issue and then hopefully the business can provide what was promised after that. 

    Regards,

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

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