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Business Profile

Water Purification Equipment

Pasteur Water System LLC

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/08/2025

    Type:Sales and Advertising 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.
    The filtro they ****** to me was no longer working propely and also the cuality for the reason I buy is not to be realy good inside they lien to the costumer just for sale

    Business Response

    Date: 05/09/2025

    Estimated Mr. *********** hope you are doing well.

    Our technical service department will contact you to assist you with your system and answer any questions you may have.
  • Initial Complaint

    Date:08/01/2024

    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.
    Pasteur sold a water filtration system. The system is leaking water. I have tried unsuccessfully to contact this company. I would like to start a dialogue to resolve this issue.

    Business Response

    Date: 08/30/2024

    I'm very Sorry to hear that you have been unable to reach us. We have review our records and found no technical service reports under your name. . However ,one of our technical service representatives  will contact you to assist you further. Thank you very much for reaching out to us .

    Customer Answer

    Date: 09/01/2024

     
    Complaint: 22077133

    I am rejecting this response because:

    I have not been contacted yet.

    Sincerely,

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

    Business Response

    Date: 10/16/2024

    Estimado seor Ender,

    Agradecemos sinceramente el haberse tomado el tiempo de recibir nuestra llamada y darnos la oportunidad de atender sus inquietudes respecto al sistema de agua adquirido con nosotros. Nos complace saber que hemos podido brindarle el soporte necesario.

    Es un verdadero honor para nosotros contar con clientes como usted. Esperamos que siga disfrutando de la calidad de su sistema de agua, y reiteramos nuestra disposicin para atender cualquier requerimiento adicional que pudiera surgir.

    Quedamos a su entera disposicin y le enviamos un cordial saludo.
    **** ****

    Customer Answer

    Date: 10/27/2024

    Hello. An employee from the company contacted me directly. I shared my concerns and questions with him. I was told the regional manager would contact me in a few days but I have not been contacted yet. I was hoping I was going to be contacted before I responded to the business.

    Here are my questions and concerns:

    The installation failed. It leaked and ruined my drywall. I tried contacting the business but I they did not answer my calls at the time. I had to find my own ways of fixing it. Will the business compensate me for the cost since installation was part of the transaction?

    Why was PVC parts used for the installation if PVC is not appropriate for potable water?

    Is it possible that the installation failed because the pipe diameter used by the installer was reduced relative to the home pipe? He connected the filter in the 1 inch diameter pipe but reduced from 1 inch to 3/4.  I am just trying to understand what went wrong. I have had water systems before with other companies and this is the first time the installation fails for me.

    The system comes with a warranty. The seller told me a technician would come twice per year to check the quality of the water. They never came after that. The business confirmed they are not even working for them anymore. My understanding is the regional manager would contact me to evaluate if the system is working properly. Is this true?

    Thanks,

    ***** ********.

     

     

    Customer Answer

    Date: 10/29/2024

    Hello. An employee from the company contacted me directly. I shared my concerns and questions with him. I was told the regional manager would contact me in a few days but I have not been contacted yet. I was hoping I was going to be contacted before I responded to the business.

    Here are my questions and concerns:

    The installation failed. It leaked and ruined my drywall. I tried contacting the business but I they did not answer my calls at the time. I had to find my own ways of fixing it. Will the business compensate me for the cost since installation was part of the transaction?

    Why was PVC parts used for the installation if PVC is not appropriate for potable water?

    Is it possible that the installation failed because the pipe diameter used by the installer was reduced relative to the home pipe? He connected the filter in the 1 inch diameter pipe but reduced from 1 inch to 3/4.  I am just trying to understand what went wrong. I have had water systems before with other companies and this is the first time the installation fails for me.

    The system comes with a warranty. The seller told me a technician would come twice per year to check the quality of the water. They never came after that. The business confirmed they are not even working for them anymore. My understanding is the regional manager would contact me to evaluate if the system is working properly. Is this true?

    Thanks,

    ***** ********.

     

    Business Response

    Date: 11/15/2024

    Estimado seor Barilla , 



    Lamentamos profundamente que este caso se haya complicado y que existan tantas dudas respecto a la instalacin realizada hace  de 2 aos y medio , el 4 ******** de 2022 . 






    Queremos reiterarle que estamos a su disposicin para resolver cualquier inquietud o duda que pueda tener. Nuestro departamento de servicio tcnico est preparado para brindarle el apoyo necesario y atender sus consultas de manera oportuna.


    Por favor, no dude en comunicarse con nosotros. Estamos comprometidos a ofrecerle una solucin satisfactoria.

    Customer Answer

    Date: 11/22/2024

     
    Complaint: 22077133

    I am rejecting this response because:

    I was not made aware the installation was made with unreliable parts that are expected to fail in just a few years (about 2 years). I am glad I was at home when the installation failed because the consequences could have been very bad had I not been at home at the time.

    An acceptable resolution for me is to be reimbursed for fixing the installation and for damages.

    Additionally, there are more questions that I have about the warranty that have not been answered and would like to be addressed. I have not been contacted yet by the regional manager as I was previously told.


    Sincerely,

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

    Business Response

    Date: 12/23/2024

    Best regards

    We are very sorry for this situation, we will contact the customer again as soon as possible.

    Pasteur Water System LLC.

    Customer Answer

    Date: 01/02/2025

     
    Complaint: 22077133

    Thanks. Please let me know which phone number you will contact me from or please leave a message with a call back number.

    Sincerely,

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

    Business Response

    Date: 01/07/2025

    A cordial greeting.

    We will contact Mr. ***** ******** through the central line number, which is ************.

    Sincerely, Pasteur Water System LLC.

    Customer Answer

    Date: 01/20/2025

    I added the phone number ************.

    I am still awaiting to be contacted to discuss the issue.

    Ender.

    Customer Answer

    Date: 01/21/2025

    Date Sent: 1/20/2025 11:32:09 PM

    I added the phone number ************.

    I am still awaiting to be contacted to discuss the issue.

    Ender.

    Business Response

    Date: 01/24/2025

    Kind regards,

    Thank you for informing us, we remain attentive.

    Business Response

    Date: 01/29/2025

    Kind regards,

    We are sorry to hear that you have experienced a problem with your system. In the last few days, we have not received any telephone reports from you requesting service. To ensure timely attention, we remind you that the best way to report any irregularities is through our customer service number: ************.

    We will gladly respond to your request. Our **************************** is available Monday through Friday, from 9:00 a.m. to 6:00 p.m., to provide you with the necessary assistance.

    We look forward to hearing from you if you have any further questions.

    Customer Answer

    Date: 02/05/2025

     
    Complaint: 22077133

    I am rejecting this response because:

    I do not think the business is taking this issue seriously. This is not a new issue as implied in their response. I originally opened this complaint a long time ago.

    The issue here is whether the business thinks it is acceptable for the installation to last only 2 years. When they sold me the system, they told me I would not have to worry about any problems. So let me know if you really stand behind your product and its installation or not so I can write my reviews and follow the next steps.

    Sincerely,

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

    Business Response

    Date: 02/21/2025

    Estimated Mr. **************** regret that you feel that your questions have not been answered. We would like to clarify that our company stands behind its product and the installation according to the conditions established from the beginning. The installation is guaranteed for 3 months for the work performed, which is a standard in the industry. Subsequently, the system requires periodic maintenance to ensure optimal performance, and in that case, only the technician's labor is paid. 

    If you have any additional questions or would like to arrange a service, please do not hesitate to contact us. We are here to help.

    Customer Answer

    Date: 03/03/2025

     
    Complaint: 22077133

    I am rejecting this response because:

    Thanks for the update. The sales person did not tell me the installation warranty was 3 months. Is that documented anywhere? My understanding was that Pasteur would take care of any problems in case there were any troubles ever. It is possible he misrepresented the real warranty.

    Additionally, the sales person said the technician would come test the water twice a year at no additional cost to ensure the system was working. Was what he promised true? If so, why hasn't anyone contacted me about it?


    Sincerely,

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

    Business Response

    Date: 03/28/2025

    We understand that you have new technical concerns and apologize for any inconvenience this may have caused you.

    However, due to the specific nature of your inquiries, we believe that the Better Business Bureau (BBB) is not the most appropriate channel to address such technical questions. To provide you with more precise and detailed assistance, we recommend that you contact our ***************** or *************************** directly. Our specialized team is prepared to address your concerns and offer the necessary support.

    Handling technical inquiries through the appropriate channels allows us to provide more efficient and satisfactory responses. Additionally, direct communication with our specialists ensures that your concerns are resolved promptly and accurately.

    Customer Answer

    Date: 03/30/2025

     
    Complaint: 22077133

    I am rejecting this response because:

    Sure. I have contacted you directly and via BBB. I have not received direct answers to my questions via any of the methods.

    The way you address the questions is irrelevant to me. If you want to contact me directly with the answers, we can close this case after the questions are addressed.

    Sincerely,

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

    Customer Answer

    Date: 04/21/2025

    Attached is the document that describes the warranty provided by the business at the time of purchase.

    Is this the document you would like to review?

    It looks like the document states I am entitled to one annual inspection. 

    Thanks,

    Ender.

    Business Response

    Date: 04/23/2025

    Good morning *****, I hope you are well

    Below is the customer invoice, which was sent on March 7, 2022 at 3:59PM, to the customer's email ************************************************************************************************************************************************************

    We look forward to hearing from you

    Business Response

    Date: 04/30/2025

    We have always been willing to provide all the necessary support to the customer regarding any inconvenience in their system. However, in this case reference is made to a leakage problem, while previously the customer had reported other complaints to the BBB. Therefore, we would appreciate a clear confirmation of the actual problem the customer is facing so that we can assist the customer accordingly. Our technical service department will contact him to gather further details and understand the current situation precisely.
  • Initial Complaint

    Date:07/25/2023

    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.
    In October 2022, I was scammed by sales representatives of this company. The sales representative ******************************* sold me a water system for $6000, no interest for one year plus organic household supplies for one year. That was the agreement that I physically signed in my house on paper. A month later, the bill arrived for $7500 and interest was applied. I immediately contacted ********* who told me that he "messed up". He then agreed to pay for my first year because of his error. I explained to him that was not the agreement and I never signed or agreed to that arrangement. ********* actually forged my signature on the docusign because I did not have a computer. I reluctantly agreed to him paying the difference however I told him that it would still have a remaining balance which would still be more than the $6000. I also had every intention of paying it off within the year so that I would not incur the interest. ********* reassured me that he would pay it. I still continued to explain that I did not agree to this and I DID NOT SIGN he signed the docusign. I reluctantly allowed him to make things right because the system had already been installed in my house. Feeling helpless with this whole situation and not knowing where to turn to, I wrote a review trying to reach his company because his supervisor **** was also involved in the manipulation. After ********* seen the review and contacted me upset, he stopped making the monthly payment. I have also never got the organic household supplies as promised. I also got the water tested yesterday and the system is actually NOT working. I'm still paying the bill because it is on my credit report. I am asking that this matter be investigated because I NEVER signed the docusign. This company is extremely deceptive. I'm paying an extremely high bill for a product/service that is not working at an extremely high interest rate (that I was never supposed to pay if I received the promised interest free promotion). To date, he paid $545. I really need help getting this situation resolved.

    Business Response

    Date: 09/05/2023

    Good Morining , We apologize for the delayed response, we have been receiving the messages to a different email address so we have missed couple of complains.

    This   case has a couple a discrepancy . In the First place , she was visited by the representative on July the 20th  2022 ( Attached is the application signed by her the day she applied ), on July the 27th the sales representaive sent the code provided by the finanial compay to **************** (MEDINA1519)  to sign the docusign . The docusign was sent to her email  address to the email address provied for her in the application form ( see attached #1). The sales rep explained to her about the terms and Aqua finnace call her for verification after she signed the contract, she never ever not even to our office or to the financial company express she didn't sign the contrcat by herself,we sent it to her email directly.  Due she was told about some months with no payments, the sales rep supported her with some payments. 

    The Organic Prodcust were order as well on July the 20th, same day of the sale, ( Attached you will find the cupond sent to Pure and ************** .

    This version is not the truve version we ***** received a call from **************** to report any complain or irregularity with her contrcat ot terms. Suddenly she decided to report this case to BBB .

    We Apologogize for any inconvinienece casued to ****************, but to our office and our document are in order , she verifyed with Aquafinance she agreed with the terms .

    We appreciate your support in this case. 

    Att.

    Pasteur Water System .

     

     

    Business Response

    Date: 09/05/2023

    Attached suports fot his case

    Good Morining , this  case has a couple a discrepancy . In the First place , she was visited by the representative on July the 20th  2022 ( Attached is the application signed by her the day she applied ), on July the 27th the sales representaive sent the code provided by the finanial compay to **************** (MEDINA1519)  to sign the docusign . The docusign was sent to her email  address to the email address provied for her in the application form ( see attached #1). The sales rep explained to her about the terms and Aqua finnace call her for verification after she signed the contract, she never ever not even to our office or to the financial company express she didn't sign the contrcat by herself,we sent it to her email directly.  Due she was told about some months with no payments, the sales rep supported her with some payments. 
    The Organic Prodcust were order as well on July the 20th.

    Business Response

    Date: 09/05/2023

    Attached suports fot his case

    Good Morining , this  case has a couple a discrepancy . In the First place , she was visited by the representative on July the 20th  2022 ( Attached is the application signed by her the day she applied ), on July the 27th the sales representaive sent the code provided by the finanial compay to **************** (MEDINA1519)  to sign the docusign . The docusign was sent to her email  address to the email address provied for her in the application form ( see attached #1). The sales rep explained to her about the terms and Aqua finnace call her for verification after she signed the contract, she never ever not even to our office or to the financial company express she didn't sign the contrcat by herself,we sent it to her email directly.  Due she was told about some months with no payments, the sales rep supported her with some payments. 
    The Organic Prodcust were order as well on July the 20th.

    Customer Answer

    Date: 09/07/2023

     
    Complaint: 20360310

    I am rejecting this response because:

    Sincerely,

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

    Customer Answer

    Date: 09/12/2023

    I am not withdrawing mh complaint.  I've submitted text messages that clearly prove that he admitted that the agreement for $6000. Interest free for a year was not honored. I also text him that I DID NOT SIGN the docusign.  In the text,  he stated he would not leave me hanging on the payments.  The response from the company did not make any sense.  It said he made payments to help me out because I couldn't pay is unethical.  He made a few payments because he scammed me. Our discussion in my home was $6000, interest free for a year. I never signed any docusign because I was unable to open it. I never agreed to the $7500.  ************ is dishonest.  The text are clear evidence of their wrongdoing.  I want a refund of all the monies I spent. I

    Business Response

    Date: 10/26/2023

    Good Afternoon unfortunatelly we are not able to make  any change in the contrcat due it was an agrenment between the customer and  the financial company , beside this it  was  signed an terms and price  were verifyied  in  the verification call . One more time We apologize for any disconfort and misunderstanding caused by one of our reprsentatives.We will be more **** happy to assist  you in regard any technical issue with the system installed by us. 

    Customer Answer

    Date: 11/02/2023

    Good morning,

    As I've stated before, I did not sign the Docusign agreeing to these terms. The associate ********************************* signed them. I agreed verbally to a 1 year interesr free with the selling price at $6000. The equipment is not even working either. It has totally shut off. I have filed another complaint and am seeking to expose then to the media. Ive also been adviced to file a criminal complaint for forgery. This matter needs to be escalated. The communication via text clearly proves that I did not SIGN OR AGREE TO THESE TERMS. 

    Customer Answer

    Date: 11/02/2023

     
    Complaint: 20360310

    I am rejecting this response because:

    Good morning,

    As I've stated before, I did not sign the Docusign agreeing to these terms. The associate ********************************* signed them. I agreed verbally to a 1 year interesr free with the selling price at $6000. The equipment is not even working either. It has totally shut off. I have filed another complaint and am seeking to expose then to the media. Ive also been adviced to file a criminal complaint for forgery. This matter needs to be escalated. The communication via text clearly proves that I did not SIGN OR AGREE TO THESE TERMS. 



    Sincerely,

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

    Business Response

    Date: 11/13/2023

    Greetings ****************, as a company we apologize one more time for all the inconvinence you have face in this situaction. As we explained in a previous mesagges , we are not able to make any refund due you have a contract  with the ***************** for your finance .

    If  it  is asserted that rge contract wasnot signed by you,yet confirmation was provided during the call that it was indeed  signed, this constitute a fraudulent act due the provision of false infomration to the Bank. In such an instance , will be neccessary to the file a repor detailing this circumstance.

    Upon Receiving a response from the Bank, we will Promptly notify you and provide detailed information regardong the subsequent procedure.

     

    Customer Answer

    Date: 11/14/2023

     
    Complaint: 20360310

    I am rejecting this response because:

    I NEVER SIGNED THE DOCUSIGN.  ********************************* SIGNRD THE DOCUSIGN AS YOU CAN CLEARLY SEE FROM THE **** COMMUNICATION IVE PROVIDED AS EVIDENCE. I verbally agreed to $6000, interest free for a year. ********* said the finance company made an error and THAT HE WOULD PAY IT DOWN THE DIFFERENCE.  I Am appalled at your company's dishonesty on this matter. Justice always prevails. I have taken legal action due to this constant back in forth with  o resolution.  I have also put in a request for service and got no reply.  The system does not work, will not turn on and your company has not contacted me to repair. Your company has also failed to fulfill the simple promise of providing organic cleaning supplies for a year. There are many things that your company has been deceptive. This is unethical and I will not give up until you are exposed, including contacting the media to make sure the public is made aware of this.


    Sincerely,

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

    Customer Answer

    Date: 11/17/2023

    I am currently in the process of proving my case. The equipment is NOT WORKING and I have sent an email with no response.  Is someone going to fix the equipment? 

    Customer Answer

    Date: 11/17/2023

    Good afternoon *****************,

    I need this case reopened. I have started proceedings to escalate this matter to the ******* Attorney General.  Please do not close this case. The equipment is also not working, I'm still keeping up with payments in order not to mess up my credit.  This matter has me extremely stressed out. 

     

    ******** Medina 

    Customer Answer

    Date: 11/20/2023

    Good afternoon *****************,

    I need this case reopened. I have started proceedings to escalate this matter to the ******* Attorney General.  Please do not close this case. The equipment is also not working, I'm still keeping up with payments in order not to mess up my credit.  This matter has me extremely stressed out. 

     

    ******** Medina 

    Business Response

    Date: 12/05/2023

    Good afternoon, *****************,

    We have noticed that your first complaint to the BBB was regarding your contract and signature. We have responded to your comments, and this complaint was closed by the BBB on November 20th.

    In your current correspondence, you mention that your system is not functioning and that you have reached out to us to report this issue. Our technical service department has no record of any reports from you concerning system malfunctions, nor have we found any emails you refer to having sent us.

    Our technical service department is available from Monday to Friday, 8:00 AM to 6:00 PM Eastern Time. Could you please provide us with the phone number you have been using to try to contact us?  We are more than willing to assist you.

    Additionally, we do not consider it ethical to open a case every month for any query regarding your system. Just like with our other clients, you are welcome to contact us through our phone numbers, where we are always ready to assist you.

    Sincerely,

    Pasteur Wayter System
  • Initial Complaint

    Date:05/24/2023

    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.
    I am writing to file a formal complaint against Pasteur Water Systems regarding my recent purchase of a whole house filtration system from their company. I believe that I was completely manipulated into buying their water system, and the company engaged in deceptive practices by providing unclear information about the cost of the system and the interest rate associated with the financing agreement. I feel taken advantage of and request your assistance in addressing this matter.

    Around a year ago today, I entered into an agreement with Pasteur Water Systems to purchase their whole house filtration system. During the sales process, their representatives made promises and provided misleading information that influenced my decision to proceed with the purchase. Unfortunately, after reviewing the documentation and conducting my own research, I discovered several discrepancies that raise serious concerns about the company's business practices.

    Firstly, the cost of the whole house filtration system was not clearly disclosed during the sales presentation. The representatives failed to provide a comprehensive breakdown of the expenses involved, leaving me unaware of the actual total cost of the system until after the purchase was finalized. This lack of transparency is unacceptable and constitutes deceptive marketing tactics.

    Furthermore, the interest rate associated with the financing agreement was not adequately explained or disclosed. I recently discovered that the interest rate applied to the purchase is excessively high, which significantly increases the overall cost of the system. Had I been properly informed about this exorbitant interest rate.

    I strongly believe that Pasteur Water Systems took advantage of my trust and manipulated me into making a purchase under false pretenses. Their deceptive practices, including the lack of clear cost disclosure and the high interest rate, have placed me in a financially burdensome situation.

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