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:11/20/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  June 2023 purchased water softener and filtering system $5k. September 2024, maintenance requested. I spoke with 2 different woman who explained the maintenance process. This maintenance process was not explained by sales individual back in June of 2023. I was only told a filter of $90 would need to be purchased and installed by them. I was now informed of a $150 service fee plus maintenance fee, plus filter fee. 10/1/24 day of actual service, I singed an invoice of $411 that specifies clearly my system type. $235 was paid due to tech not having the proper filter on hand. I was told to Call back and reschedule. A *** called later that day and was informed Id be out of town for 3 weeks. 11/18/24 called company to create appointment. After much confusion, *** informed me that my filter type cost is $120 and that I would need to pay close to $300. I asked to speak to a sup/manager since the *** was not clear on remaining balances as I only have one filter to ***lace. 11/20/24 No returned calls from supervisor or manager to clarify remaining balance which should only be $176. Called company again and was given Confusing information - that they dont have a supervisor and they dont know names of any management. I have no drinking water due to this issue and would like it resolved at the cost originally promised based off what system was installed. Thank you

  Business Response

  Date: 12/06/2024

  Customer refuses to pay for the part. We have multiple different systems in stock. The base model that we stock requires a filter change of 2 filters every year in the amount of $120. The customer purchased a special version of our system that was a TANKLESS reverse osmosis system and the part was not in stock at the time. Miami water and air restocked the part and attempted to book the customer for service to change the filter but the customer refuses to pay for the part as the part for their Special Version of our system costs more as they are different filters.

  Customer was aware of this at time of purchase and specifically requested the Tankless Reverse Osmosis System as it fit better and she liked the aesthethic.

  Miami Water and Air has completed all contractual obligations to the customer and we are willing to come out Free of charge as long as she pays for the filters. We are not refusing her service, we are also willing to change the filters for free, but she has to pay for the cost of the filters. 

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22583564
  
  I am rejecting this response because:  The original order attached to this complaint quoted a different amount. Your company quoted the amount ahead of time knowing the system Ive had installed for a year. The quote  even has the system type listed. The tech who serviced my home assured me that the remaining balance was the  same. 
  

  So yes, Im refusing the difference your are attempting to add to the original quote. 

  Inefficiencies-on your companies part to not Recognize the system types and filters needed when the quote was written up is not the customers fault. 

  In addition, I had asked to speak to owner/manager numerous times and a phone call from such has not occurred in almost 2 weeks now.

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

• Initial Complaint

  Date:01/02/2024

  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.

  When I met with ******* and *****, they told me that when I would move out of my apartment, it would be $150 to move the filtration system. I called today and i spoke with ***** and she told me that it would be 845 dollars with the maintenance. I have to move on the 15th and she tried giving me a discount without the maintenance and she brought it down to 481. When I told her that I wasn't satisfied because I was told $150 she seemed upset. I told her I would give her a negative review and she said, since I'm going to do that, she is not going to give me a discount. I am a business owner, this is no way to treat a customer. If a client calls me and feels mislead, I would honor whatever my client says. She didn't even want to investigate my claims ************ is really unprofessional and I was referred by ***************************** the assistant store manager of **************************. She is my mother and she already knows what to do since ********** refers them clients. I spent over $3000 with this company and the way they treat their customer is unbelievable!

  Business Response

  Date: 01/17/2024

  We spoke to customer and everything is resolved

• Initial Complaint

  Date:07/17/2023

  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.

  I had an appointment for a company to come to service my RainSoft Water softener system on June 8, 2023. *** showed up, and lied to me about my system not being able to be serviced since it had mold and was so old. Told me that the water would be very soft and to be careful standing in the shower so I won't slip and fall. He convinced me that my old system wasn't working anymore. I didn't realize that he was lying to me until almost a week later when I started googling Rainsoft Complaints, and read what others went through. I tried contacting RainSoft via email, and asked them to remove the equipment from my property. They emailed me back to say that I had to contact the installer to have it removed. I didn't understand that since I was under the impression that the company who installed it was RainSoft. I forgot that he had me write a check to Miami Water and Air for $2974. I looked that name up, and found a number, and called it. ***************************** answered. I told him that I wanted the system removed from my property, and he said that I only had 3 days to request that. I said how would I know that? He said don't you have paperwork from your installation? I told him No I don't have anything. He got quiet. If it was a good product with a lifetime warranty at least ***** days should be the time limit to cancel. Said that he had to call me back. He called me the next day, and showed up at my house with a Service Order #**** that I saw for the first time. I asked where it said 3 days on the paper, and he told me that I had no days to change my mind since it was an upgrade. **** says "Svcman is REQUIRED to give you a receipt." No paperwork given to me. *** caused leak now I have mold remediation through my insurance. My vision is blurry from salt water system when I wash my face with the water. His resolution is I can't request removal of system which I did not know until 7/6/23. ***** lied and said that he was Gen **** not owner. Why?

  Customer Answer

  Date: 07/25/2023

  Found out that I am highly allergic to the water that the Rainsoft System is generating.  My Doctor said that I need to stop using it for anything. My tongue is swollen, and I have shortness of breath. Had to use my EpiPen.  After taking a shower my skin gets coated with something that feels like sand.  When I wash my face my eyes burn, and my vision is blurry.  I have red dots on my body, arms, legs.  My skin has red pustules, red blotches, and ashy skin.  The residue from the water stays on my hands, and when I rub or touch my eye area because it itches, it *****. I asked the President ************************* on Sunday to come and disconnect the system from my house because something is seriously wrong with the water.  He said that he will come on Monday. I have not heard from him.  I cannot use the water for anything cooking washing, bathing, brushing my teeth since it is affecting my health.  Even my plants have salt deposits on them, and he claims that it can't.  I sent him pictures of the issue.  My plants are dying.  He said that there should not be salt in the water, but evidently there is.  My refrigerator stopped freezing, it overheated according to the repair person.  Only thing that has changed is the water that is flowing into it from Rainsoft system, I also told him about this.  I had to buy a new refrigerator. Told him that I thought it was also an issue with the water.  Of course he did not. I don't want to have the same issue with the new refrigerator.  My gums and teeth are having a problem also. Pains in my chest, stomach, kidneys, colon, lungs, hands, and fingers numb.  

  Business Response

  Date: 08/08/2023

  Good Evening, 

  Upon extensive review of their account and service history with us, this customer has had our system once before with us for many years with 0 complaints. The original system had to be replaced due to the longevity and use of the equipment leading to low effectiveness in water quality; an end any system would reach upon several years of use. Once the system was replaced, with an identical system only new, fresh, and out of the box, the customer confirmed everything was up to par until a few days post system change. Once the customer's concerns were brought to our attention, we had our technicians sent out to see exactly what the concern was, as we take pride in the exceptional functionality of our systems and overall benefits received from them. Upon inspection, there were no issues found with the system however, nonetheless, we put the system in a bypass state. Consequently, the system is shut off and any means of filtration in their water supply is ceased. I cannot comprehend how the severity of these allegations have transpired, taking into account that the system has not been up and running as it is in Bypass. In the years we have been a credited and first-rate establishment, we have never had a customer with allegations of this nature and extremity in the light of us ensuring optimal service and same week assistance in response to any inconvenience. The client is welcome to take any action as we are prepared to ensure this is not a fault in our hands, however, it is a continuous bashing under false pretenses that will not be entertained. At this time, we will not be able to issue any form of compensation due to there being nothing defective with our system after multiple inspections.