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:03/29/2023

  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 **** I called Aqua. I had no water coming from my well in my house. I can elaborate the details and unprofessionalism by phone. To summarize. They fished my pump out, it was not broken but i opted to replace it **** along with the broken piping. ***** and ****** negligently did not turn off the water valve in my house. ***** put ot on bypass the softener so mud silt sludge rust etc came in the house piping. They modified my system without my permission. After they had closed off the well they said they took off my bleeders. I said i didnt know what that meant and they should have asked me first. On Monday I called ****** and asked why was my pressure tank modified and she said it was for the bleeders. My permission was not given to modify my system. She stated, "we try to push people away from bleeders"...Yes they did push...without permission. The modification leaves me in need of a 250$ service of air each year. I do not want to be tied to them or anyone else. ...my time was wasted on monday as the let my hose freeze with water, damaged it, i got wet following their durections and all i erote down. ****** raised her voice refused help said my concussion caused the problem. ***** saw the sludge in my water system...It clogged my drain. It is stuck in my hot water heater. I brought in someone to help me drain the heater from the bottom. A week and a half later, there is still black sediment coming in. I am working to *** mysrlf of the result of their negligence in leaving the valve open. I am sure the water is not safe and they need to test it. ****** refused me a new tank compatible with their modifications that does not need yearly service. I told her to please hold check until we come up with a resolution With her growing hostility blame and lack of resolving my dirt in water and clogging pipes problem, i stopped payment on a check for 4190$ . I need my water to be clear and safe and piping drain and water heater to be clear. I want 20% off neglect no permi

  Customer Answer

  Date: 04/03/2023

  Continuing residue in hot water heater. Faucets getting stuck. The pipes got sludge dirt rust when they forgot to close the main valve.

  
  

  Photos of modified pressure tank without my permission. Further code issue: it leaves me with the requirement to have 250$ yearly service.
  

   

  Text messages with ****** the owner
  

  

  Business Response

  Date: 04/10/2023

  Please see attached for ****'s response to complaint #********.

  Customer Answer

  Date: 04/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  I maintain verbal abuse came from the owner.

  1 No consent for bleeders to be removed was given. ***** mentioned it when asking for payment and we were preparing to leave.. I was told a legible contract would be typed and mailed to me. I told them that they should have asked permission first. I inquired and am not clear on purpose. ****** said in the phone that they "try to push clients not to use bleeder" They pushed me without permission. I called multiple times on Monday when the process did not go as outlined. It was Monday I noticed my pressure tank had been modified. ****** said it was part of the bleeder system. This modification requires me to need yearly maintenance. These are 2 code violations.

  
  

  ***** turned my valve on bypass and it was that way until I ran to find him when sludge, dirt sand, rust started coming into my piping and fixtures. He said my house does not have a house shut off valve...I said yes it does, you put it on bypass. He said oh yeah and went to change it to stop. It stayed on stop until ***** moved it to bypass the next day and later when ****** indicated to reengage the filter system. ***** indicated repeatedly that the lack of using the stop valve was no problem...you ll be fine. It is not fine. I have had help draining my hot water heater and continued to drain well. I have put in a new water filter and still there are visible particles in the water. 

  I am a psychologist and have limited times I am available. We have to find common times. As it is, i lost Monday and continuing trying to flush debris from my system.

  I have been consulting with competitors who have reinforced what I have said and felt about how I and my home were treated.

  I stated in text to please hold check until we come up with a solution and i will reissue minus other contrators fee or what we agree on. **** has made no effort to address this. They stopped responding, this can be seen on the string of text messages.

  I understand, ************************** indicates that codes have been violated.

  
  

  Aqua has not tested the well. I doubt the water would pass any safety test due to sediment in filtered water after all this time.

  
  

  To be hostile and reference my concussion as causative in this is reprehensible. That is ****** and whomever the new person is responding...when someone new comes in they have plausible deniablity and can manipulate the facts as they were not involved.

  
  

  I need 20% off at a minimum for my time trouble and  expenses and they need to complete the service 

  Thank you.
  
  

  All the Best!
  *****
  ************************, Ph.D.
  drlaurapauly.com

  
  

  

  Business Response

  Date: 04/19/2023

  Please see attached for response.

  Customer Answer

  Date: 04/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I stopped payment on the check to Aqua when they  failed to make a good faith effort to resolve the problematic situation while the owner was hostile toward me.

  
  

  My intent to work things out can be seen in the text messages sent with the owner ******. These text messages have been sent previously.

  They show intent, time line. details and tone. They state clearly my request for them to hold the check and statement that I will reissue a check when we come to an agreement. I state that I am giving them an opportunity to make the situation right.

  
  

  Aqua contines to defame, libel and misrepresent me and the situation. This adds to the code violation of changing my system/ modifying my system without my permission, whereby making me dependent on yearly service. 

  
  

  The neglience of not using the stop valve has in addition to time and effort has now cost me more money. My hot water heater stopped working. I needed a weekend repair. My showerhead and pipe blew off spewing dirt, sand, pea gravel etc.

  
  

  I suspect there is debris causing an issue in my Kinetico water filtration system. I suspect other fixtures may eventually fail as well. I have spent hours and hours cleaning and flushing out dirty water.

  
  

  I may need a sediment filter by my pressure tank. It may be necessary to open the well to see if the pump was placed too low or if the well casing was damaged.

  
  

  At this point the damages are higher than my previous request of 20% discount.

  
  
  

  Sincerely
  *****
  ************************, PhD.