ComplaintsforInfinite Water Solutions

• Initial Complaint

  17/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased this unit in September of 2016, with a 25 years warranty. Their installer came to replace the filter, and he said oops, then I watched him clean up a bunch of water. After he left, we began to notice a leak from the main stack to the basment. After investigating, we discovered that the filter was leaking and water was running down the main stack from the filtration unit. We contacted Infinite Water and they took a couple weeks to get someone out to repair. I have sent pics of the damage. The guy who fixed it stated that the fittings were really loose, so they had not been tightened properly. This would be from the filter replacment employee. We were emptying a large ice cream bucket of water a day, then it worsened to a bucket and a half. and it was leaking from bothing fittings, so we ended up with 3 buckets under our sink. In the meantime, this caused more warping in our kitchen and our basement tiles, walls, and carpet. They are trying to state that it is not their responsibility to fix the damage, depsite all the photos I sent them, and the plumber explaining the issue. I have asked for a refund on the filter replacement, and that they either cover the cost of the damage, or waive the remainder of what is owed on the unit. The agreement also states that the unit remains under their ownership until it is paid off. YOUR UNIT, YOUR RESPONSIBILITY. Trying to avoid responsibility does not look good upon their company.

  

  Business response

  17/07/2023

  Hello, we are aware of this complaint.  We sympathize with the awful situation the client is dealing with in having a water leak in their home, but the unit has been installed for 7 years and the leak was not caused by the technician.  We have conducted annual service on this unit each year for the last 7 years. We have reviewed the technician notes and interviewed this employee from the annual service visit in May, and there was no indication of any leak or compromising damage to the system at that time.  The plumbing company subcontracted to expedite the fix indicated that either the fitting on the system had heated up and warped or had been bumped by the homeowner to contribute to a loose connection, and a slow drip that went unnoticed contributed to some water leakage.  The unit was also paid for by a personal loan, so it is not under ownership of the company - the customer has received incorrect advice here.  The law on this matter states that if a leak is caused by installer error, it should be under the responsibilty of the company, otherwise, if it is manufacturer defect or wear and tear, it is responsibility of the homeowner, as the most common cause of an issue such as this is the system being bumped against to loosen a fitting.  A leak stop system, which automatically shuts the water off in the event of a leak, has been recommended to all our clients that may or may not be opted out of - these are provided at no cost to the client.  We regret this issue has occurred for the client, but can not be asked to "pay the system loan off in full" which is what has been requested and is an $8,000 request.  This is not reasonable or justified.  If there is damage, however, the proper direction is for the homeowner to claim through their personal insurance, and then there is a third party to dictate fault - this is the proper process whether or not the homeowner is at fault or a third party is.  We believe this decision is best mediated by a third-party.

  Customer response

  17/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: We firmly believe that this was caused by installer error as there was no leak prioir to installer showing up. During the visit he created a large water issue that he himself had to clean up using our towels, and then we contacted you shortly after the visit. We had waited a week thinking that it might be something else, only to discover it was the unit itself leaking. Your "expidited service" took 2 weeks to come and look at the leak, even though we reached out informing you that we were emptying an ice cream bucket a day. As per your previous email you had instructed us to reach out to the manufacturer as you believed it was their error, and we have a 25 year warranty on the unit. They informed us that they have told you repeatedly that your customers are not to reach out to the manufacturer, all communications are the responsibility of the installation company, therefore we have requested that you reach out to them and as far as we know, you have not done so, or have at least not informed us of having done such. You have not even once offered to even refund the $400 we paid for the installer to come out, which would be good customer service. Also if you look at our original agreement signed with your sales person (we have the paper she wrote out for us about our referals being used towards payments, which has also not happened, or we would not have $8000 owing on the unit. We will send ****** that information tomorrow. ********* ****** ******* ***** ** **** ************* 

  
  Sincerely,
  
  **** ******

  

  Business response

  21/07/2023

  We have discussed this matter in depth with the client via phone, and we've made progress.  We would like to thank the client for being so great to deal with, and for being respectful and civil throughout what has probably been quite a frustrating and stressful situation.  We can't say enough about how much we appreciate the clients' approach.  We've come to a mutually agreeable decision on how to finalize this matter, and both parties are satisfied with the outcome.  

  Customer response

  24/07/2023

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

• Initial Complaint

  09/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Infinite Water came to do a water softener installation at my residence on June 4th, 2021. Prior to this, one of their representatives came to my home to do a walk through on May 31st, 2021. During the walk through, their representative told me to never use the gate shut off valve in my home because a leak will always result from the use of this type of valve and instead to use the newer ball shut off valve. On June 4th, another person from Infinite Water came to do the installation and used the older gate shut off valve to turn off the water in my home. As a result, the gate shut off valve started leaking. I had to pay $578.31 to have another plumbing company come in and fix the leak. Infinite water denied any responsibility because I live in an older home. But I believe Infinite Water is responsible because they knew ahead of time not to use the older gate valve and had told me specifically. They could have used the modern ball valve instead and prevented this leak from happening.

  

  Business response

  13/06/2021

  Business Response /* (1000, 5, 2021/06/13) */ When this client originally emailed, management was under the impression that the leak was simply caused by the use of the sole shut-off valve, which would have been the client's responsibility as all homeowners must have a working main shut-off, which can sometimes become faulty if it hasn't been used in many years. The client later revealed that there is an additional (newer) valve that could have been used instead. Given this new information, we have agreed to cover costs. Although the homeowner still does require a functioning main shut-off, we take responsibility for the fact that the charge for this replacement was forced on her at what may have been a less than opportune time as a result of employee error. As such, we have notified the client that we will be taking care of that bill.

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