Complaints

This profile includes complaints for LifeSource Water Systems, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  LifeSource Water Systems, Inc.

  911 E Colorado Blvd Pasadena, CA 91106-1772

  
• 

  LifeSource Water Systems, Inc.

  704 Charcot Ave San Jose, CA 95131-2207

  
• 

  Life Source Water Systems

  3239 Monier Cir #3 Rancho Cordova, CA 95742-6833

• 

  LifeSource Water Systems

  8069 N Angus St Fresno, CA 93720-2007

• 

  LifeSource Water Systems, Inc.

  3300 Sunrise Ave STE 104 Las Vegas, NV 89101-4836

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:04/21/2025

  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.

  I originally placed an order for LifeSource water filtration system for my house when I purchased it back in November 2021. I was told at the time that the system had a 10 year warranty and that I would not have to worry about anything duration of those 10 years.Then, this past December (2024) I noticed that my water bill was unusually high, and when I went around the house to look for possible culprits, I noticed that the water filter tank was leaking. It looked small, but I called the LifeSource people, and they told me over the phone that it was likely a seal or something, and that they would send someone out to fix it. This is my first problem with them. They said the parts would be covered, but the labor is going to cost $150.00 for a service charge. This was not told to me during the sales process, and that put a bad taste in my mouth. But ok, it is what it is. I agreed, and they scheduled the appointment. However, when they came out, they told me when they tried to fix it, it was the valve head which was failing, and they didn't have one in the truck. And they also said it could be something else. But if it was the valve head, it would cost $700 to replace. This was totally unacceptable. They told me when they sold the system, it was all covered under a 10 year warranty. They said the main tank was covered for 10 years, but not the valve head. But they said they would need to come back later to replace the valve head, as they didn't have it in stock. I said I don't want to pay for that. But they said, it could be something else, and they would come out an fix it. they came back the following week, and without authorization, just replaced it. Then they sent me a bill for $993. I refused to pay, and they never got my authorization to do the work. They just did it. Now they are sending bills and harassing me. This is unfair business practices, promising 10 years, and then doing the work without my ok, then sending a bill. This is wrong!

  Business Response

  Date: 04/22/2025

  
  We appreciate the opportunity to respond to **** **** concerns regarding his LifeSource Water Filtration System. After reviewing our records and speaking with our internal team, wed like to clarify the facts and address the claims made in his recent complaint.
  

  1. System Purchase and Warranty Terms
  **** purchased his LifeSource system on June 6, 2021, and it was installed on July 12, 2021. As part of his system package, he received a full user manual (email dated 6/6/21) outlining warranty coverage in detail. Specifically:
  

  The main tank is covered under a 10-year warranty.
  The valve head, however, is covered under a 3-year warranty. Which Marks system is now out of the covered time frame.
  This coverage is clearly stated on Page 21 of the system manual under What Is Covered.
  

  2. Service Charge and Labor Misunderstanding
  **** mentioned being surprised by a $150 service charge, which he believed to be for labor. Wed like to clarify that this flat service charge is not labor-related; it is a standard field service fee that applies regardless of repair complexity. This information is also shared during scheduling. We did not charge an additional $150 for our follow up service.
  

  First visit There was a leak on the neck of the carbon tank which was address by replacing the tank (Under Warranty). When starting up this new tank, a new leak was detected with our manual backwash feature. (DLFC) Unfortunately, this new leak required additional equipment (a valve head replacement) and a second visit to be schedule as the part needed was not on the truck.
  

  3. Repair Authorization
  **** claims the valve head was replaced without his consent. However:
  He verbally authorized the repair over the phone prior to the appointment.
  

  Second visit To schedule a follow up appointment we must make a call to set a date and time. Our inside representative spoke to **** and explained thoroughly the warranty for the tank and warranty for the valve head/parts We listened to his frustrations about the valve head not being under warranty but at the end of the call he had fully agreed to the service for a replacement. He was even upset with the original scheduled date that was offered If he is claiming No authorization then why did he work with our team on scheduling? We even called back to squeeze the service into an earlier date as this was post promo season and the middle of all the January fires, so it was no easy task to schedule.
  He was present during the service visit when our technician returned with the new part and completed the repair, **** received detailed information on running his inside faucets, and bathtub to release any air in the lines.
  

  LifeSource has strict internal protocols and would never perform work without customer approval.
  

  4. Payment Requests and Communication
  We have communicated respectfully and in good faith with **** regarding the balance:
  

  1st email payment request: January 20, 2025
  2nd follow-up email: January 29, 2025
  **** then contacted our office requesting to speak with his original representative, who had since transitioned to a different territory. A manager reviewed the case and confirmed that the valve head was indeed out of warranty!
  Following this, we sent three additional messages, including a formal debt collection letter dated April 14, 2025.
  We want to emphasize that these communications were limited, spaced out, and professional in tone. We strongly refute the claim that any form of harassment occurred.
  

  5. Misunderstanding of *************************************************** materials refer to the LifeSource system as maintenance-freewhich reflects no-salt needed monthly, no cartridge replacements, and our automatic backwash feature. It is not intended to imply that all parts and services are free of charge for 10 years.
  It seems **** *** have misinterpreted this phrase as an all-inclusive warranty promise, which is not consistent with our written documentation or presentations from our outside representatives.
  
  In Conclusion:
  We value our customers and strive to be transparent about our products and services. We believe the situation here resulted from a misunderstanding of warranty limitations, compounded by normal expiration of the valve heads 3-year warranty period.
  The charge for the valve head replacement remains valid, and the service was rendered with consent. We, hope **** will agree and pay his upaid balance currently due as we must also protect our business practices and fairness to all customers.
  Sincerely,
  *******************************************
  
  Bottom of Form
  here...

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23231270
  
  There are parts of this response I will agree with, but I am rejecting this other parts of this response because:

  1. I do not reject this claim.  Those dates seem consistent with when my purchase as installation was.  Though I was given the instruction manual, apparently with the duration of the warranties implied, that is not my contention, but that the salesperson when selling me the unit basically told me that I wouldn't have to worry about the system for 10 years.  He never specified that I would have to worry about one part versus another.  I would not have been given the instruction manual until after I agreed to purchase the system, and had it installed.  So, I had to go on the word of the sales person that the system was cover.  This is my main complaint.  This is deceptive business practices.  

  2. I was surprised that I had to pay the $150 service fee because I thought that would be covered by the warranty also.  But I will not contend with the fact that this was explained to me while making the appointment, and I agreed to it.  As such, I'm willing to pay for the $150 service charge.  

  3. Repair Authorization
  This is a big contention I have with this situation.  I never gave verbal authorization over the phone to ***lace the valve head before the appointment.  Worse yet, you say I was there at the home when the work happened, and that is a blatant lie.  I was at work, and the service ********** didn't call me to give me any information about what was going on.  Believe the second ********** was a woman, if I remember correctly, and my wife was at home at the time.  She told me they were there, and just proceeded to tell her that yes, in fact the valve head was the issue, but didn't ask her if they should move forward with the ***lacement.  She just did it.  

  This stems back to the first service call, when the ********** said they thought it was a seal and they would fix it.  They came, and fixed what they thought was the problem, but it turned out there was another leak, and that came from the valve head.  They told me at the time that they didn't have the part in the truck and they would have to come back to fix it.  But they told me that it would not be covered under warranty, as that part only had a 3 year warranty.  I asked them how much it was, and they said I would need to call the office for that.  I did, and the office said it would $700 or something.  I said, that's crazy!  I told them if I knew this system would not be covered by the full 10 years, why would i buy this?  Then the person said, they didn't know it was the valve head or not, but that when the next ********** would go out, the would confirm that it is or not, and I could decide then what to do.  

  If it was going to cost me that much, I was just going to not have it ***aired, and get a new system.  That's how ****** off I was.  But I was never given the opportunity to make that decision, as they just came back, didn't tell much what the problem was, just said it was the valvehead and ***laced it, and then left.  This amounts to doing work without my approval.   "LifeSource has strict internal protocols and would never perform work without customer approval." That statement is just blatantly false.

  4.  I called the outside sales *** right when all of this started, and I told him (******) what was going on.  He told me at the time that he had moved onto a different territory, but that he would look into it for me, and get back to me.  He never did, and I was awaiting his answer to what all this was about.  I ignored all the attempts to collect payment because I was still awaiting to hear back from ******, as I wanted to have some honest open communication about how I felt was going on.  Instead of getting me in contact with someone I could talk with, or responding to my concerns, I was met with silence.  He never got back to me.  So, I felt as if they are going to treat their customers like this, I would return the favor.  

  5.  While I don't argue with their marketing materials, I clearly remember the conversation I had with ******.  I wouldn't have to worry about anything with a 10 year warranty to cover the system.  That's the conversation I had.  If someone who ***resents your company is selling your products this way, how else is a customer supposed to feel or respond when a situation like this happens.  

  Honestly, I'm really surprised with all of this.  I bought the system, because my brother (who referred me) had your system since 2001.  Their first system lasted 14 years.  It eventually broke down, and they ***laced it with another system.  That speaks volumes about the quality of the system.  They said they never had a problem and 14 years seems like a good deal.  

  But, if you want, you can come back and take back the valve head you installed.  I'd rather give my business to a company that stands behind their product, but more importantly their word.  

  I'm also willing to pay the $150, as I had agreed to that.  Otherwise, you can try to come up with another solution in between.  But I did NOT approve of that work being done beforehand. 

  Sincerely,
  **** ***

  Business Response

  Date: 05/01/2025

  Good Afternoon from LifeSource Water,

  We have reached out personally to Mr. *** and although there will never an agreement on what truly took place, we told him we did not want to hash this out and wanted to find a way to move forward as we truly like to partner with our customers. Per Mr. **** the only way for him was to not charge him for the Value Head and we agreed to waive all his charges and make his account a ZERO balance. We are currently in the process with our accounting department and his account should be in good standing this week. I believe that Mr. *** agreed to reply back to the BBB as well and agreed that we have reached an amicable resolution and to close out his complaint. 

  Thank you,'

  LifeSource Water Systems

  Customer Answer

  Date: 05/07/2025

   
  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

  Date:03/31/2025

  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.

  LIFESOURCE WATER SYSTEMS On March 17, 2025, I contacted ****** ****** at ************ to express my concern about their installer's behavior when he visited my home to uninstall and reinstall my water tanks. I was given a quote for uninstalling and reinstalling the water tanks I purchased from them as I was working on my garage floors. Once the tanks were reinstalled the installer wanted to charge me $500.00 for the work he did. I refused to pay that amount as that was not the agreement. I offered to pay the amount that was given to me, which was $150.00, and he refused to accept the payment. He called St. Cloud PD, and they told him that this was a Civil matter and there was nothing they could do. I told him to follow me to the nearest Bank so I could get cash as he would not accept a check or credit card. When we got to the bank I got out of my car and went to his van to pay him his money and told him he was rude and disrespectful at my home especially when I asked him to bring his pants up as they were falling, and he refused to do so by telling me he was comfortable with his pants mid hip. He then proceeded to back up his van and told me to forget the money and I tossed the money into the van as he was leaving and did not give me a chance to finish what I was saying. He called me a F****** B**** and spit on me. He then took off and I followed him and called the Police to file a Battery charge but was unable to as he went through the red light and almost caused an accident with another vehicle.When I spoke to ****** ******, she apologized and stated that she was willing to send another technician to ensure the water tanks were installed properly. I called her back several times to request another installer and they have blocked my phone number as it is in a busy signal. Ive left messages for her, and she did not return my calls. They need to send another technician to properly install my water tanks and terminate the technician who came to my home

  Business Response

  Date: 04/01/2025

  Dear Ms. ******************* you for reaching out. We understand your concerns and appreciate your ongoing feedback. However, we would like to clarify that the matter involving Tarek is not directly related to LifeSource Water. ***** is an independent subcontractor whom you hired directly, and as such, we are unable to intervene in this dispute.
  If you have concerns regarding the service provided by *****, we recommend reaching out to him directly, as he is not affiliated with our company. Please note that any further inquiries regarding this matter should be directed to him or the appropriate regulatory authorities.
  Best regards,

  LifeSource Water Systems

• Initial Complaint

  Date:05/30/2024

  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.

  I purchased a water filtration system with scale solver from Lifesource Water on 2/24/20 ($6234.93). It was primarily to reduce the hardness of my water to stop all of the calcium buildup that I was having. It was specifically purchased for that, which the salesman swore up and down would solve all my problems. For the first few weeks all seemed well (note I also replaced my water heater the same day that this system was installed) but then I was still getting hard water to the point where it was as bad if not worse than before the system was installed within the next 2.5 years. At that point I was told I needed to replace the biological filter, which I did (4/22/23 $885.96), which did not change anything. Since then, the water quality has deteriorated further to the point I wont give it to my pets. It leaves brown/red stains in my shower, dishwasher and sinks and at times has a yellow tint. The calcium is out of control.All throughout this process Lifesource has given me the run around. It took months to get the system installed, claiming the installer couldnt reach me, when in fact they hadnt even tried. This happened again with the filter replacement. I am in the middle of having a major bathroom remodel and wanted to get this sorted before the water ruins the new items. So I contact Lifesource about my continuing problems only for their guy on the phone to tell me that my system doesnt actually do anything about hard water and calcium buildup and that I would need to pay an affiliated plumber $150 to come out and look at it. This is unacceptable, and the entire reason I purchased this in the first place. Someone is lying here, and at this point if this system isnt going to do what I paid for it to do, then I want a refund and it removed from my property.I received a call back a week later from the same associate who said the best they can do is only charge me $100 to have the plumber look at the unit. Unacceptable.

  Business Response

  Date: 06/04/2024

  Tell us why here...Our Director and the original salesperson, *****, personally reached out to ***, clarifying that we never promised to remove water spots or minerals, which by the way, is not in any of our marketing material. ***** addressed Mr. ****** recent buildup concerns and reminded him that it's unlikely he went over 4 years without noticing this, as minerals are always present in water. He reassured him that if we had known about his issue, we would have addressed it sooner. LifeSource has no record of being contacted prior to this compliant.  ***** proposed a plan to address his concerns and emphasized the original benefits of our system - low maintenance and better water quality to which he agreed. Additionally, we offered him a complimentary service visit to check the system and discuss adding a cabinet softener for the hot water side. *** accepted the plan, appreciating our proactive approach before his next bathroom remodel. We have scheduled our technician, Tarek, for a system check and preview for tomorrow 6/5 between ***** which ************** has confirmed. We will follow up and as always LifeSource will make sure he is satisfied.

• Initial Complaint

  Date:04/18/2024

  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.

  We purchased the water filter system on 4/26/23 for our house. It was installed on shortly after. We were told that this system would be help with not only our hard water but would also provide us with healthy, drinkable water. Unfortunately, we just learned that the hard water still exists and the water is not filtered nor is it healthy to drink. The water was tested and it tested at almost 200ppm. This really should have been tested after it was installed by your team. We feel utterly deceived and would like to get a full refund for the mere fact that this system is not doing what it claims. I would like someone to reply to this review. They can also call me to discuss the full refund that I'm requesting.You are free to take the system. We will now need to look into finding a company that can truly provide us with drinking water.

  Business Response

  Date: 04/29/2024

  Regarding the 4/17 complaint from ****** we initially made contact on 4/19 with our factory **** ****** to gather all the account information. Next, we involved our local Sales Director, ************************** who reached out to ***** on 4/19 at 11:30 and left a message. He called again,on 4/24 and finally spoke to Lenea on 4/25 around noon. ***** believes he addressed all of *****'s concerns which her main was having good clean water in the home (which he assured), and has scheduled a visit on 5/2 for a full and complete inspection of the installed equipment!

  Will follow up if necessary,

  Thanks

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21586415
  
  I am rejecting this response because:

  A representative did call me and set up an appointment for someone to come out and test my water. They indeed found that there was an issue with one of my tanks. Apparently, he left here and said it was fixed but now the ppm is now double in numbers and it's basically like us drinking tap water. So I paid $8,000 for tap water. That is insane. I could have had tap water and saved my money. I'm considering legal action at this point.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/15/2024

  Tell us why here...Per our Director, *************************, he has reached out again and had a conversation with *********************** addressing her concerns that her LifeSource Water System maintains essential minerals for healthy water throughout her home. The minerals enable her water to maintain natural PH and alkalinity without disruption to her entire home. These minerals are reflected as PPM/TDS in simple water tests, but do not indicate or suggest the water is not suitable or harmful to your health. It is simply a measurement of mineral concentration in the water.
  We serviced her system and her filter is working as stated,cleaning out the harsh chemicals added by her municipal water source. It was tested and verified on site, ensuring the carbon is in good standing. All other components are working properly as far as the self-cleaning timer and rinse cycle.There were not leaks in the tank or any plumbing attached to the system during initial installation.
  We are managing ************************* concerns with a replacement Scale Solver ensuring that her filter works optimally. We sent a follow up email on Monday, May 13, addressing all the above in hopes of a written confirmation or acknowledgement which at this time we have not yet received. We have however agreed via text messages to the date and time for the tank replacement for this Friday, May 17.
  Customer Service is very important to us at LifeSource so we will continue to follow up with *********************** to ensure her satisfaction.
  Thanks,
  

• Initial Complaint

  Date:01/23/2024

  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.

  November 14th 2023 I was told my boyfriend was approved for a loan for a water system and I had to put $800 down and my payments would be $68 a month. After the system got installed I was then told my boyfriend didnt get approved but then they said they fixed it. Now January 2 2014 I get told once again we were not approved and that now I have to pay them a whole lump sum of $6895 which that was not our agreement and we told them they can take the system and return our money or put us on a payment plan. On January 8th **** I get an email saying I have to pay the lump sum. I told them I cannot do that and that the system should not have been installed without the loan approval. The contract wasnt even under my name it was my boyfriends but they keep coming after me saying its going to collection and my credit score will be affected. I responded to their email, they have not responded to me but sent me a letter with exactly what their original email said and still ignored what I presented. That system was illegally installed and they took my money knowing we did not get approved for the loan and we only find out we didnt get approved until January 2 after the system was already installed. And on top of that our water is still nasty. I asked them for a reasonable solution but they dont give me any except threats of lawyers being involved my credit being affected and letters and emails of the same thing, which I did respond to they are just ignoring me

  Business Response

  Date: 01/24/2024

  Good Morning,

  LifeSource Water is very sorry that YOUR FINANCING OPTIONS did not work out. LifeSource is more than happy to refund your deposit AFTER we schedule and pick up our LIfeSource Water System from your home.

  Thank You

  Customer Answer

  Date: 01/24/2024

   
  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

  Date:01/22/2024

  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.

  Reached out to have ***************** my water filtration system and verify that it is working properly. When I called for service I was transferred to *************************, I asked to have my unit serviced and was told that it is over 12 years old and they would not provide support any longer. I was told that my only option was to purchase a new unit. At the time that I purchased my unit from LifeSource I was told it was for a lifetime not a fixed period of time. I have attached a picture from their brochure that states "One LifeSource System can be continuously recharged and reused and last a family a lifetime".

  Business Response

  Date: 01/24/2024

  Good Morning,

  LifeSource is currently in contact with the customer and we are prioritizing this issue. We will update soon.

  Thanks

• Initial Complaint

  Date:10/11/2023

  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.

  We purchased the water conditioning system with the descaler and water filter on 9/20/21 for our new house that was still under construction. It was installed on 1/10/22. Unfortunately we later learned just how hard our water really was so the descaler would never work efficiently. The salesman wasnt transparent with us about the different hardness levels in other areas of ***********. He kept showing ** pictures of celebrities that have LifeSource Water in their homes. Weve had hard water stains and calcium buildup on all of our faucets. We also had to replace our GE Profile dishwasher that wasnt even 2 years old yet. The hard water damaged it. We learned from neighbors about a month ago that we need a softwater tank for our house. This is the only way to prevent hard water stains and to protect our appliances from failing. It took a while for Lifesource water to even remove our system. We paid over $7000 for this system and it didnt work as promised. I have tried calling several times and speaking with employees about a refund but they keep giving me the run around. They promise to call me back and never follow through. I want a full refund. I have read through these reviews and two of the customers received full refunds after having the system for two years and four years. At no time did LifeSource even ask to test our water. If they had, then we certainly wouldnt have bought this system. I would like someone with authority to reply to this review. They can also call me to discuss the full refund that Im requesting.

  Business Response

  Date: 10/18/2023

  Unfortunately, we cannot give a refund due to the customer removing the ********************** system from the water lines to her house and replacing with another company's product. We were not contacted until after this was done giving us no way to assess the equipment and/or resolve any issues that *** or *** not have been present while the LifeSource Water System was installed on the home. LIfeSource did send out a technician at LIfeSource's expense to evaluate her concerns which is how we discovered the system had been removed already.

  Thank You,

  ******

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20727743
  
  I am rejecting this response because:
  I did contact Lifesource Water and I explained to the man that the system wasnt helping us with our hard water issues. I explained that we were going to use a soft water tank exchange system with another company. He insisted that a technician come out to look at the system even though there was no way that we would be keeping the system. The other company arrived earlier than expected the same day that the LifeSource technician was coming out so he had to install the softwater tank. He had to cut the lines to install the new tank. The LifeSource technician looked at our set up and said that it was correctly set up and I explained to him about our water being too hard in the area for the descaler to work efficiently. I said that the salesman wasnt transparent with us and he even agreed that there was really nothing that he couldve done for us. He wasnt able to remove the system that day because he had to receive an approval to do so. I feel that we should get our money back. I will never recommend LifeSource water to anyone. Your company scammed us.
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/24/2023

  I am so sorry you reject our response; however, you allowed another company cut our system out of the water main and installed the softener before we were scheduled to assess your system. You did not allow us a chance to rectify your concerns about the performance of the system.

  time line:

  9/6 3:03pm Our customer service rep took call from customer ( you were unhappy with our system)

  9/7 10:16am ****** updated ticket, he had spoken to you and you voiced concern that you were unhappy , replacing dishwasher and he could not do anything so he set up to send out our service department

  9/7 12:46pm *** called and scheduled the inspection of our system for 9/13 appointment 1:45pm (exactly 1 week or 5 business days) 

  1:53pm ***** our service tech updated the service ticket stating the customer had ********************** softener company cut out our system and install a water softener on her house. Customer DIDNOT want ***** to check the media of our system at that time and he left. The service ticket was closed with a new service ticket open for a follow to discuss.

  The most important part is that LifeSource Water was not given the opportunity to address her concerns regarding our system and it's performance. We feel strongly that 5 business days is an above average lead time to schedule a service call from the time a customer calls in an issue or concern.

  Thank you in advance,

   

• Initial Complaint

  Date:05/15/2023

  Type:Order 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.

  Lifesource Water Systems uses deceptive and predatory sales techniques to gather customers in a Federally (FEMA) designated Disaster Area.Our family home, and two-hundred homes in our neighborhood, were annihilated in the November 2018 *******-****** fire. The entire neighborhood was declared a Federal Disaster Area by FEMA. When we began the rebuilding of our home, it included the purchase and installation of two whole-house water purification systems from Lifesource (******** **) for our main house and guest house in June of 2021.There was no written contract. No written cost quotations for future service appointments or filter replacements. I was told by the sales rep that the water filters on the systems would have to be replaced periodically, with no specific mention of a time table, or cost, only that a filter would last for ******* gallons, and that our amount of usage would determine how often they would need to be replaced. The distinct impression given by the sales rep was that it would not be a major expense.Turns out, in order to keep our warranty in force, we must replace the filters every two years, whether they need replacing or not. The "discounted" price with installation is approximately $1400 for the two. The install is a two-minute job with a 12" filter.We feel that this company was predatory, using bait and switch, intentionally deceiving traumatized customers in a designated Disaster Area, whose purpose among other things, is to protect people from predatory contractor and service people.The owner's manual states, in fine print, the requirement to replace the filter every two years or ******* gallons, whichever comes first. No mention of price. You receive the manual after you buy the product.It was a mistake to buy the systems in the first place, without proper contracts specifying pricing of filters and other services. It would be a mistake to throw good money after bad. We would prefer it if they simply removed their equipment.

  Business Response

  Date: 05/18/2023

  Dear ****************,

  Not replacing the ApaPure does not void the warranty on the rest of your system.  It is merely an insurance policy against bacteria in the event of a boil alert.  If you choose not to replace the ApaPure, your LifeSource Water System (warrantied 12 years) and Scale Solver (warrantied 5 years) will work perfectly fine.
  

  LifeSource Water does not have customers sign contracts.  A copy of your invoice and an owners manual stating the longevity of each component was emailed to you. 
  

  Your free 5-point inspection is scheduled for May 25 at 8am with a LifeSource Technician.  Because our systems are maintenance free, we ask customers to call when they feel an inspection is needed. 
  

  Please call ** directly at ************ if you have any questions, comments, or concerns.

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20055313
  
  I am rejecting this response because:  Their response was a direct contradiction from what their sales rep ******* told me, which was that the warranty WILL be voided should we not replace the filter at ******* gallons or two years, whichever comes first.  But more importantly, they did not address the extreme high cost of replacing the filters (which they strongly recommend in order to filter out bacteria and other contaminants).  Our complaint was never about whether replacing the filter was a good idea or not, but that their charge, well north of $500 for a filter, was exorbitant, and by having not divulged that very high price tag to ** prior to purchase, was predatory, which to repeat, is a violation under the declared Fire Disaster Zone by FEMA at the time. We do not wish to do business with this outfit, as it is obvious they employ a predatory business model, fashioned around vague assurances, and volunteer no details that might cause a prospective customer to pull away.  As far as we can tell, their system works well, but at the cost of $1400 or more for a visit approximately every two years, it is simply not worth it.  Two satisfactory outcomes to choose from: (1) They significantly and permanently reduce the price of the replacement filters (74% off) and do so in writing or (2) They remove the system from our two houses on the property and give ** a partial refund of the original prox $11,000 spent.  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/23/2023

  Dear ****************,

  We have addressed your concern about the warranty of your system in our previous response.  We categorically reject your claims of predatory pricing in a FEMA zone. Our pricing has been consistent across all markets and we have never or would never take advantage of people in any way. In fact, we have donated systems and replaced some systems for our customer that have suffered in disasters.  All of our warranties and lifetimes of our products are clearly stated in our owner guides.  Our sales rep has been with ** for 10 years and we have had zero complaints about him misleading our customers.
  
  This seems to be simply a disagreement over price.  You have every right not agree with our pricing and not to buy replacements.  Your demands for a refund or a heavy discount are not reasonable. 

• Initial Complaint

  Date:12/19/2022

  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.

  Lifesource sold us a ********************************* system to address our issues with spotting and scaling caused by hard water. They convinced us not to get a softener and claimed that their system would solve all our issues. They installed the system on 12/22/2018 and we have had nothing but problems since then. The scaling and spotting issues got worse and we have called and complained many times over the past few years and they always dismiss our concerns or tell us to buy some good cleaning products. I shouldn't have had to spend $6000 with them if I could address my issue with 'cleaning products'. I am sick of their dismissive attitude. They sold us a system that doesn't do what they claimed would do. I just want them to come pick up their system, put everything back the way they found it. And give us our money back.

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/12/23) */ Hello Mr.*********, We are sorry that due to inaccurate information given to you by your representative, the ScaleSolver does not meet your expectations. We value our relationship with all our customers and their satisfaction is very important to us. Thank you for agreeing to allow us to remove the ScaleSolver for a full refund, replacing it with a softener at no charge and keeping the LifeSource filter. We are grateful for your trust in us here at LifeSource and look forward to our contunued relationship with you as our customer.

• Initial Complaint

  Date:09/29/2022

  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.

  This company is FRAUD, LIARS, and very rude when you call them and complained about their systems. My wife had called them last year and complained about the water being hard, and there is scale build up everywhere, but we were told that the system needed a softener, so we purchased one that cost $1648.58 apart from the money we paid for the systems. It never took care of the problems and now we had to replace the faucets, sinks, shower cartridges and basins. My wife called them this week and complained again but was told the systems are old now, really? The white scale build up or white residues are everywhere in our house, shower doors, counter tops are all full of white spots. It's been a nightmare with this company and its products, I will never recommend anyone using this company.

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/06) */ Contact Name and Title: *******- Manager of CS Contact Phone:************* Contact Email: *************************** Hello Mr. *******- We're sorry about your frustration and disastisfaction. Our customers satisfaction with our service is very imprtant to us. When your wife called on 10/2/19 and spoke with one of our in-house technicians, he explained our system does not remove minerals from the water. He also remindered her your scale solver was originally installed in 2015 and was passed it's serviceable life (dated on the tank) and needed to be replaced. On 2/24/21, she called in again to purchase a replacement (replaced on 3/15/21). When she called on 9/29/22, concerned about hardness and the smell of chlorine, we explained again how our ************ works and it's benefits and also offered to have our service department schedule a technician out to address and assess both concerns for $150; she said she'd discuss with you and contact us back. We have not heard back since, but are happy to get a tech out ASAP. If you would like to move forward with scheduling a technician out, please contact me (*************- Manger of Customer Services) here at ************* Consumer Response /* (3000, 7, 2022/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not happy with the system and it has ruined my faucets, countertops and our shower fixtures due to the hard water and now I have to install new ones and would like the system out of my house ASAP..I am waiting for it to be removed so I can do some remodeling, and the least I expect from the company is to completely refund my money...This company misled us about their products and I am very upset it will cost me AGAIN to remodel my bathroom and kitchen..FRAUD FRAUD FRAUD Business Response /* (4000, 9, 2022/10/21) */ Hello Mr. and Mrs. *******, I am glad we were finally able to speak and schedule a technician out to assess and address your concerns. I wish we knew you were unhappy sooner and had the opportunity address this. Our technician did find the media in the ************ was fouled and replaced it with a new tank. Please forward me receipts for the fixtures you replaced, and I will work on your reimbursement, ASAP. If this does not resolve your concerns, please contact us directly so we can correct it to your satisfaction.