ComplaintsforAqua Pure Solutions

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a water filter and softener system from AquaPure Solutions in August of 2022 at a cost of $7,000. The system was purchased to solve the common ******* problem of sulphur smell in the water. After the system was installed, we suddenly had no water pressure in the house. We were told by AquaPure that it was because our well pump was too small and would have to be replaced with a more powerful pump to get pressure restored in the home. The salesman stated this was because the water filter system requires a substantial amount t of pressure to operate, thus leaving little on the house side of the system. Based on their guidance we hired a plumber to replace the well pump. However, upon replacement, we still had no water pressure. We brought out a different plumber who believed the issue was not with the pump, but with the electric supplying power to the pump. This, we hired an electrician to look at the electrical system. It turns out there was nothing wrong with the electric. We brought a third plumber out who attempted to restore water pressure to the house but was unsuccessful. He recommended we hire a well specialist. We hired yet another company who came out and determined the root cause of the lack of water pressure in the home was the foot valve in the well itself. They stated that the AquaPure system had likely caused the foot valve to lose prime and required replacement. They also stated that the system we were sold by AquaPure was not appropriate for our home and our shallow well; but that installation of the AquaPure system caused the failure of the foot valve. We were ultimately able to get water pressure restored to our home; but only after the AquaPure system was removed and replaced, along with the foot valve it caused to fail. Ultimately, we are out another $14k, on top of the $7k to AquaPure. I spoke with the owner, ****, who made it clear he did not believe his equipment was at fault and as such, he would not offer a refund.

  

  Business response

  05/02/2023

  In response to complaint from ***************: Never in the history of our company Aqua Pure Solutions have we ever had a customer complain to the ******************** without the customer calling ** first. We never received one call from *************** saying there was a problem. We are a company that gets up every morning to tackle any issues but how are we to do that if the customer doesnt let ** know? 

  
  At the time of installation it was clear that Mr ******* water pressure was very low. All water treatment systems require a certain pressure to function properly. We advised him at the time that he will need to replace a well part, maybe a pump or switch. We advised him that we do not sell well parts nor do we have any vested interest in well products. 

  
  Unfortunately, the customer was taken advantage of by another company and installed equipment he didnt need. Had we known that we could have stopped him from getting ripped off.

  
  Water conditioners flow water right through them with no restrictions and so there is no possible way they could cause a foot valve to fail. Unfortunately he has our brand new equipment sitting in his yard unconnected; its very sad. But his problem is a pre-existing one and his original equipment was old and antiquated. We feel so adamant there is nothing wrong with our equipment that we could pick it up and install it at another persons house with full confidence. 

  
  Although we feel sorry for him but I believe this is a bogus complaint; the BBB should be utilized for customers who are not being serviced by companies. Aqua Pure Solutions always tries to make things right with every customer and our equipment is not at fault 100%. 

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

  Owner 

• Initial Complaint

  06/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We purchased a new water purification system from Aqua Pure almost a year ago at a cost of approximately $9500.00. The system keeps blowing the electric circuit breaker and turning off. Resulting with us noticing the water smells bad and my husband goes out there to check it. When we have called Aqua Pure to get service, they say it's an electrical problem and we should call an electrician. Well we did and they replaced a blown circuit breaker. Well we're still having the problem and they won't stand behind their system. We should not have to have to call at least 5 times for service in less than a year on a brand new system. I'm waiting for them to push us off until the warranty runs out. I want the system fixed or replaced with a good working system. That's the least I should be able to expect for $9500.00!!

  

  Business response

  07/05/2022

  Consumer Response /* (2000, 10, 2022/06/30) */ They contacted my husband. We had an electrician come out again and he did some more work. Aqua Pure sent someone to fix something with the system. So far it is working ok. I guess we'll have to wait and see if the issue happens again. Thank you Business Response /* (1000, 14, 2022/07/05) */ WE appreciate this clients business they have spent alot money and have very bad well water that required multiple pieces of equipment to fix.However we are very disappointed this complaint ever happened.The BBB should be ONLY used WHEN COMPANIES REFUSE to take care of the customer. History as follows: 7/2/21 Job Sold and installed 8/20/21 Minor leak taken care that day. 8/25/21 Client called said red & GREEN Light on Ultra Violet System Our technician called same day to re-explain how system works (Nothing Broken) 11/18/2021 Customer called with smelly water. We sent our technician and found that the CUSTOMERS circuits had popped.WE explained that OUR company is not responsible for THEIR electricity.Their was nothing wrong with the equipment. 3/17/22 Same complaint smelly water. Once again SAME problem clients electrical circuits tripped. We them turn their circuits back on .We also made some adjustments to have their system perform more efficient. 4/1/22 Lost power again system regenerating at 10 AM We had our technician help him over the phone reset the time.When systems lose power for extended time the clock will shut down to save battery but the program internally will be saved by built in battery.Nothing wrong with equipment. 6/6/22 12:46 PM Customer called and said the transformer on the Ultra violet light was smoking/hot. We asked them to unplug the unit and scheduled an appointment to replace the transformer for 6/17/22 because we needed to order the transformer. 6/7/2022 We received a complaint from the BBB the very next day. Why complain about a company that the very day before had accepted your call and took responsibility for the issue and also SCHEDULED a date to fix it? In the complaint they claim they shouldn't have to call the company 5 times in less than 1 year.It is unfortunate that we are being blamed for their electrical issues.The customer have acknowledged having to have electrical work done.We wish they were thankful for choosing a company that every time they called WE responded and took care of them.Also written in their complaint is we won't stand behind our products for that-we vehemently disagree. 6/17/2022 We replaced customers transformer as promised on 6/6 the day before this illegitimate complaint. To date we have never charged this customer a single dollar for services rendered. Who does that? WE are a A plus company because everyday we answer customer complaints and try our best to help customers resolve ALL issues related our products and theirs.All water treatment equipment requires maintenance no different then a car.This client will need service in the future and we hope that moving forward they would not make complaints when they are being taken care of. Sincerely, Luke T. Owner Consumer Response /* (2000, 16, 2022/07/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'm not going to rehash all the issues. We spent $600 on an electrician, calling them here twice, because Aqua Pure said it was our fault the system didn't work. So now we're waiting to see how things go. I'm not happy with their berating us because we contacted the BBB. We certainly were feeling that they were not responsive to our issue. I felt that we got a lemon, as new equipment shouldn't have so many issues. Again we should not be chastised for wanting our system to work and we felt they were not listening to our issue. We certainly won't want trouble them again, unless something else goes wrong.

• Initial Complaint

  02/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Aquapure cam to our house for a water system - Paid (12/17) for system to be installed within the week. was told that they had all the equipment in stock and they will be out to professionally install system. A week and a half later i called them back and they made further excuses about equipment from china. The equipment is readily available at home depot. requested a refund for services not performed they stated they would issue a refund and that we would have resolution within the week. it is now 02/24 and they have still not issued the refund.

  

  Business response

  03/11/2022

  Business Response /* (1000, 6, 2022/03/11) */ This response was taken verbally by BBB: We have refunded the customer.

• Initial Complaint

  07/05/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  5/29/19 bought whole house system & RO. Given free filter change for late install: changed 4/8/21. Original filter in pristine condition. System not hooked to ice line; Told I would start hearing humming sound when using RO, which I never heard before. Leak due to connection to tank not done properly. Based on cleanliness of filter, humming noise I would now hear & placement of leak, RO system originally not installed properly. Owner told me I would not be getting water from RO faucet if it were not properly installed. Stated he would hook up system to ice line but would need to cut into cabinet & I would be responsible for repairs to cabinet/drywall. After speaking with a plumber & reviewing RO schematics, water could come out of faucet by bypassing major filters at bottom, which would also bypass tank. Plumber believed there was enough room to hook up ice line without having to cut through drywall/cabinet. Left several messages with Luke & he has not returned my calls.

  

  Business response

  08/25/2021

  Business Response /* (1000, 11, 2021/08/02) */ Contact Name and Title: Luke T. Owner Contact Phone: XXX-XXX-XXXX Contact Email: ******************* We regret that Miss *** is not satisfied with her installation.It is our policy to hook up ice lines when the connections are readily available.In her case we cannot access her connections without cutting in cabinets and/or walls.We do not do carpentry/Sheetrock work. I told her if she was willing to take responsibility for the interior Sheetrock/woodwork need to make the connection we would in be willing to come and make that connection for her.We have a signed contract that does not say connect ice line,because it cannot be reasonably connected, without cutting into the home finished work.We also provided Miss *** a complimentary set of replacement filters after she lived with her system for a year.She believes that the system wasn't properly installed because the original filters were not that dirty when we replaced them.She also thinks the water wasn't going through the filters ,this is not the case we positively know that the system is producing purified water because the test results verify that the water is pure.When you have a water conditioner in front of a reverse osmosis it will remove a lot of contaminant before the water ever gets the reverse osmosis this also keeps the filter cleaner.Our position is very simple we have installed the system as she ordered and it is working perfect.She did have a small leak which we fixed no permanent damage.We provided a free set of filters as we agreed to do.We still would be willing to make the connection to the ice line as long as Miss *** takes responsibility for the damage to her home when we make that connection.We knew we couldn't connect the ice line when we sold and installed the job over 1 year ago and that's why it wasn't done.Our position remains the same if she would like us to do something outside the box we will but she must take responsibility for the damage to her home.In closing we hope to maintain her system for many years to come and will always give her the service she needs to stay in clean pure water. Consumer Response /* (3000, 15, 2021/08/02) */ The person who sold me the system did not look under the sink to see if the connection could easily be made to the refrigerator ice line. Why would I purchase a system that cleans my drinking water, but not my ice? Makes no sense. I had a plumber look at the installed system and stated that there was enough room to hook up to the ice line without cutting in cabinets and/or walls. The complimentary set of replacement filters was for the late install (the installer did not finish until 11:15 pm). I believe the system was not properly installed based on several factors; the filters were in pristine when the guy changed them (he asked if I ever used the RO they were so pristine), the humming noise I never heard until after the filters were replaced and system hooked up properly, and the leak that occurred when the system was finally hooked up to the filtering system properly. As you can see from the manual ****************************************************************************************** , water can still come out of the faucet without the system being hooked up properly. The owner states "system is producing purified water because the test results verify that the water is pure." No testing of my water occurred after the system was sold to me. The owner states "When you have a water conditioner in front of a reverse osmosis it will remove a lot of contaminant before the water ever gets the reverse osmosis this also keeps the filter cleaner." I was told the water conditioner mostly takes out chlorine and the RO takes the remaining contaminates. If the conditioner takes out most of the contaminants, I would not have purchased the RO. I am not satisfied with the owner's response. I am asking for a hook up to my ice line (with any needed repairs) & 2 filter changes (1 for the filter he changed that did not need changing & 1 for not installing the system properly) or the removal of the entire system (both house & RO) with a full refund. If his guys cannot hook up the ice line without cabinet and/or wall damage, I will find a plumber who can at his expense.

*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. ↩